Concierge Job Description
Casino hotels, especially the larger, more luxurious ones, pride themselves on customer service. The more the hotel staff can do to accommodate guests’ needs, the better. These hotels employ a person called the Concierge to provide special assistance and service to hotel guests. The Concierge performs a variety of services. He or she may, for example, help a guest obtain tickets to a show either in the hotel or at another hotel’s showroom. Sometimes the Concierge is asked to obtain tickets to sold-out events or shows for which tickets are no longer available.
Guests may be looking for a restaurant that serves a specific type of food. The Concierge tells the guests about the restaurants in the area and may recommend one or two. He or she may even get a sample menu for guests to look over before they visit the restaurant. The Concierge may be asked to find babysitters, nannies, or other child care services for guests. The individual might also make arrangements for guests to take a tour of the casino, the area, or special attractions nearby.
The Concierge assists guests who need courier services, cell phone or beeper rentals, fax or computer rentals, or secretarial services.
The Concierge helps guests requiring other types of special services.
For example, a guest wants to talk to a casino representative who speaks another language so that the rules of a game can be explained in the guest’s native tongue. The Concierge may be asked to find a shop that sells a specific brand of clothing or to find an-after hours pharmacy. The person might additionally be required to recommend a physician, dentist, or optician close by.
The Concierge gives information to guests when they are looking for something interesting to do in the area. The person may make arrangements for transportation such as limos or car service, or recommend various entertainment activities. Depending on the hotel, the concierge may be responsible for attending to the needs of VIP guests or may be expected to handle the special needs of all guests. The person sometimes has an office on a special floor of the hotel, or may be found at a desk in the lobby. In order to be effective, Concierges must have a great many contacts both in and out of the casino hotel. They must know every inch of the area or city in which they are located. Other duties of the casino hotel Concierge may include:
- Introducing hotel guests to casino personnel
- Assisting guests with other services
Depending on the specific casino hotel, Concierges are usually paid an hourly wage ranging from USD 15.00 to USD 25.00, but may be higher.
The Concierge also often receives tips from hotel guests.
Individuals may have annual earnings ranging from USD 25,000 to USD 50,000 or more including tips. Factors affecting earnings include the geographic location, size, and prestige of the specific casino hotel, as well as the experience and responsibilities of the individual. A major factor affecting earnings is the ability to provide the services guests are seeking.
Employment opportunities for casino hotel Concierges are good.
Jobs may be found throughout the country in larger, prestigious, and luxury casino hotels, as well as in many of the smaller ones. Las Vegas, Reno, Laughlin, Lake Tahoe, Atlantic City, Biloxi, Baton Rouge, New Orleans, and Detroit offer the greatest number of job possibilities. Other employment settings include casinos and casino hotels in other areas of Nevada, Mississippi, New York, Louisiana, Colorado, Connecticut, Illinois, Arizona, and California. Other regions hosting Indian gaming and land-based or riverboat gaming facilities offer additional opportunities. New casinos and casino hotels are constantly under construction. More casinos and casino hotels are also opening every year as areas legalize gambling.
Advancement Prospects for Concierges
Casino hotel Concierges may climb the career ladder by obtaining more experience and locating similar jobs in larger or more prestigious hotels, resulting in increased earnings. With additional training and experience Concierges can be promoted to customer relations managers.
Most hotels require Concierges to hold a minimum of a high school diploma or the equivalent. Experience may be accepted in lieu of education.
College training in hotel management is a plus.
Concierges are usually trained on the job for this position.
Experience and Skills
Generally, Concierges working in a casino hotel are required to have some experience working in a hotel. Some individuals have worked in guest services or at the front desk. To be successful, Concierges must have customer service skills, be personable, and like to help people. Individuals should have a great deal of ingenuity and creativity in order to “do the impossible.” They should also be organized and detail-oriented. Understanding of the hospitality industry is also necessary.
Those interested in learning more about careers as Concierges can obtain additional information by contacting the Council on Hotel, Restaurant and Institutional Education (CHRIE) or the human resources departments in casino hotels.
What to do to get this job
1. If you are not currently living in a gaming area and aspire to work in such a region, get experience in some capacity working in a luxury hotel before you move.
2. Stop by the human resources departments of casino hotels to learn of job openings.
3. Jobs may be advertised in the classified sections of newspapers in areas hosting gaming. Look under classifications such as “Hotels,” “Concierge,” “Hospitality Industry,” “Casino Hotels,” or “Casino Hotel Opportunities.”
4. Look for new casino hotels under construction. Apply early for the best jobs.
5. Surf the net. Job openings may be located on casino and casino hotel Web sites as well as on traditional job sites.