assist at check-in
Help guests and visitors with their check-in and show them their accommodation.
Hotel concierges provide information to customers, assist guests with various tasks such as making restaurant reservations, recommending entertainment highlights, booking transportation (limousines, airplanes, boats, etc.) and other services, procurement of tickets to special events, and assisting with various travel arrangements and tours of local attractions.
Competences and skills
23 ESCO relationsEssential skills and competences 9 competences
Occupation specific
1 competenceSector-specific
3 competencesidentify customer's needs
Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
maintain relationship with customers
Build a lasting and meaningful relationship with customers in order to ensure satisfaction and fidelity by providing accurate and friendly advice and support, by delivering quality products and services and by supplying after-sales information and service.
provide tourism related information
Give customers relevant information about historical and cultural locations and events while conveying this information in an entertaining and informative manner.
- Scope note
- Locations might be such as points of interest, events, local customs or foreign country regulations.
Cross-sector
5 competencesassist clients with special needs
Aid clients with special needs following relevant guidelines and special standards. Recognise their needs and accurately respond to them if needed.
comply with food safety and hygiene
Respect optimal food safety and hygiene during preparation, manufacturing, processing, storage, distribution and delivery of food products.
greet guests
Welcome guests in a friendly manner in a certain place.
handle customer complaints
Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
maintain customer service
Keep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requirements.
- Scope note
- Might include keeping the customers informed about the current status of their orders or waiting times.
Optional knowledge 1 competence
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
1 competenceproperty management software
The features and functioning of a software that enables the management of daily operations in real estate and accommodation businesses, to optimise resources and processes such as booking reservations, room rates, revenue data analytics or billing.
digital
Cross-sector
0 competencesNo competences in this bucket.
Optional skills and competences 13 competences
Occupation specific
1 competencemaintain reception area
Organise and maintain the reception area, including hygiene, to keep up appearances for incoming guests and visitors.
Sector-specific
4 competencesdistribute local information materials
Hand out leaflets, maps and tour brochures to visitors with information and tips about local sites, attractions and events.
handover the service area
Leave service area in conditions which follow safe and secure procedures, so that it is ready for the next shift.
- Scope note
- Serving area includes receptions, restaurants, bars, coffee bars and other.
implement sales strategies
Carry out the plan to gain competitive advantage on the market by positioning the company's brand or product and by targeting the right audience to sell this brand or product to.
take room service orders
Accept room service orders and redirect them to the responsible employees.
- Scope note
- This might include delivering the orders itself.
Cross-sector
8 competencesassess cleanliness of areas
Evaluate cleanliness of areas in order to make sure that they are clean and presentable for customers.
deliver correspondence
Distribute mail correspondence, newspapers, packages and private messages to customers.
detect drug abuse
Identify people under excessive use of alcohol and drugs inside a facility, effectively deal with these people and supervise customers own safety while applying relevant regulations.
ensure the privacy of guests
Develop methods and strategies to ensure maximum customer privacy.
handle personal identifiable information
Administer sensitive personal information on customers securely and discreetly
implement marketing strategies
Implement strategies which aim to promote a specific product or service, using the developed marketing strategies.
maintain incident reporting records
Keep a system for recording details of unusual events that occur at the facility, such as job-related injuries.
process reservations
Execute customers' reservations in accordance to their schedules and needs by phone, electronically or in person.
- Scope note
- Includes reservations in restaurants, excludes booking of accommodation or transportation.