What is a Concierge?

A concierge is a person who naturally masters the ins and outs from his guests to a specific environment. Every high-end hotel will have a concierge whose role is to take care of every guest’s desire as they represent the face of the institutions they serve. They know how to find attractions and places of interest for the guests or clients, as well as have a Rolodex of names and numbers that can facilitate any unique and challenging requests.

The origins of this profession can be traced back to the medieval era. French noblemen left the care of their castles, its residents, and their guests in the hands of an individual. These persons were called the “keepers of the candles” or “comte des cierges” in French. They were entrusted with the keys of the castle. Although the job today still focuses on making either the stay or travel of a guest memorable, it has gone beyond this level of service.

What does a Concierge do?

What a modern-day concierge does depends largely on the type of institution or facility employing him or her.

In fact, In the modern world, concierges are no more an obsolete word that refers to an industry of professionals in the 1980s. The hospitality industry today, interacts with consumers via digital methodologies, including social media, digital marketing, to connect and engage prospective customers.

Here is a listing of the top 5 paying industries for concierge services.

  • Management of Companies and Enterprises
  • Legal Services
  • Lessors of Real Estate
  • Offices of Physicians
  • Business, Professional, Labor, Political, and Similar Organizations

This evolution is mainly due to the fact that the needs of the clients or guests of different industries also evolved.

There are duties and responsibilities, however, which are common across the board. Foremost among these is attentive communication. Concierges are often the people guests and clients go to when they have concerns, needs or desires. Communication can be done in person, over the telephone, and, more recently, over the internet. Some are already discussing the future of concierges as being replace by Artificial Intelligence and robots, but we are not there yet.

Another common responsibility of the concierge is being a wealth of resources for any traveler, guests or clients. Concierges are expected to be able to know everything and anything. People look to a concierge to find information on events, tourist spots, destinations, and any other things they may need.

As well as being a reliable source of local information, part of the job is to be able to book guests into different events, to make reservations for them at their intended destinations, or to find and purchase tickets. They can also help make appointments or assist in arranging the client’s or guest’s itinerary so that they are able to make the most of their stay or life in general.

How does a Concierge work?

Because of the new technology and the evolution of consumer behavior, offline and manual process such as notepad and handwritten letters are no longer enough to manage the day-day requests of a concierge.  Especially when today they work in teams where various aspects of the job are assigned to certain team members, so the workload is distributed. But they still have to juggle between different tools and make sure all the information circulates between concierges and sometimes across different department. To do so, they will have to use an average of 5 different platforms that are not even connected.

That was before Ask PAM, the best management solution for concierges. Ask PAM is a web-based CRM platform that help any concierge whether he is working solo or within a team, for an hotel, corporations or private companies, to better connect with the clients, manage requests and daily tasks as well as collaborate.

On top of that, Ask PAM will provide a free library that includes a wealth of information that can be used by a concierge daily. It is able to store information about restaurants, events or service providers, so concierges don’t need to compose information about the entity every time guests asks for it, instead, just simply pull out a template.

CONCIERGE CRM