Responsibilities of a Hotel Concierge - Essay Example

? Employability Skills: Understanding and Developing My Core Competencies Needed to Enter the Hotel Industry Hassan Munir Khan Number – E10186 BTEC Higher National Diploma in Hospitality Management The City College, University House, 55 East Road, London N1 6AH LO1 Determining my Own Responsibilities and Performance LO1.1 Responsibilities of a Hotel Concierge A hotel concierge to is often referred as the ‘face of the hotel’ since he provides personal service and gives special attention to hotel guests. As such, he helps shape the overall experience of the guests as he is the ‘go to’ person for all customer concerns—from giving directions to local restaurants and shopping places to making reservations for musical concerts and for other city happenings (Dolecki, n.d.). The responsibilities of a hotel concierge, as highlighted by Baker (2012), can be summarized into three main categories: meeting and educating the guests; handling bookings and important reservations; and facilitating the troubleshooting of problems and issues. Firstly, since a hotel concierge serves as an important and effective brand ambassador of the hotel business, he is expected to be able to communicate clearly, concisely, and courteously to the guests. In this regard, he must possess excellent communication and interpersonal skills by being friendly, dependable, and helpful toward the guests. In addition to this, a hotel concierge must also educate the guests on the available facilities and services rendered. He also shares pertinent information to the guests such as travel routes, available tours, outing schedules, and transportation availabilities. He may also offer some recommendations about the city’s points of interest, best restaurants, shopping hubs, and nightclubs (Mead, 2012). Secondly, a hotel concierge handles the reservation to important events. He helps not only in the obtaining of tickets, but also in the setting and booking of appointments. Because of this responsibility, a hotel concierge must be in-the-know of crucial city happenings. He must have strong personal and professional networks in various fields—art, fashion, theater, and sports. All of these make a hotel concierge capable of answering all inquiries of guests (McDonald, 2010). Lastly, a hotel concierge must know how to facilitate the troubleshooting of certain problems and issues. When a guest loses his wallet or when he needs special dry-cleaning services, a hotel concierge must be ready to attend to these needs and emergencies (Mead, 2012). Thus, he must be quick and results-driven when solving the issues of hotel guests. Such as skill can only be enhanced by having an organized database of information and internal connections. Figure 1: Summary of Skills and Values of a Hotel Concierge LO1.2 Setting Objectives Having discussed the skills and values needed to be a hotel concierge, it is now vital to establish a plan on how I can attain these objectives. In this regard, I intend to focus on my key strengths and areas of improvement to gain a better understanding of myself. My key strengths are encapsulated by my values both as a person and as a student: (1) my willingness to learn; and (2) my strong interpersonal skills. Firstly, my willingness to learn is best exhibited in my penchant for discovering new things in life which form part of my hobbies and interests. Being updated in the current trends in digital technology, mass media, and pop culture can help cultivate my knowledge on significant political, economic, social, and technological events. This is important as it equips me with a wider and deeper perspective about society and people. Secondly, my strong interpersonal skills also form part of my key strengths. This is exhibited by my ability to work with people with varying attitudes and working styles, as well as to communicate effectively and clearly to them. This skill is honed by my participation in various school organizations. Through this, I can claim that I display high emotional quotient or E.Q. On the other hand, my areas of improvement are: (1) easily losing focus; and (2) procrastination. Firstly, I easily lose focus on the things I do because I have weak planning skills. Unfortunately, I am not able to determine the most important from the least important tasks. As a result, I end up spending time on futile things which could have been used to do more important ones. Secondly, I procrastinate a lot, especially when it comes to school activities. I think this is a result of my lack of focus. More often than not, I am not able to deliver my school projects on time. With these things in mind, I think that my objectives for this study are as follows: Enhance interpersonal and communication skills Develop better organizational and time management skills LO1.3 Improving Employability Skills Although possessing strong interpersonal and communication skills are important to be a hotel concierge, it is still necessary for me to develop discipline at work given the number of responsibilities that I will be handling. Thus, I am proposing this plan that will help me develop strong work ethic. The plan is aimed to help me develop strong time management skills by doing these two interrelated activities: (1) development of a weekly task list; and (2) prioritizing my given tasks effectively by applying the ‘cost-benefit’ analysis. The weekly task list will help me have focus at work since it will identify all my milestones as well as my unfinished tasks. Through this list, I will be more accountable to my assigned tasks and will also help me manage my time well. Prioritizing activities through cost-benefit analysis means understanding whether an activity will provide me with either short-term or long-term benefits. Doing this will help me eliminate unnecessary activities at work such as long coffee or cigarette breaks, as well as engaging in personal chats over the phone. Aside from addressing these weaknesses, I also intend to further enhance my interpersonal skills by having an overview of my brand as an individual. Identifying my ‘unique selling proposition’ will guide me in underscoring my skills and values as a person. The contents of this plan or recommendation are captured in the figure below. Competency Recommended Activity Output Interpersonal Skills Develop a brand offering by reviewing values and skills as a person A statement or short paragraph describing who I am and why I am fit for the position Time Management Skills (Self Discipline) Develop a weekly task list Weekly task list that is monitored daily and refreshed weekly ‘Cost-benefit’ mindset Better prioritization skills – knowing most important to least important tasks Figure 2: Summary of Recommendations to Enhance Employability LO1.4 Motivational Techniques There are two ways to motivate myself to accomplish these tasks. One of which is to come up with a rewards program that will allow me to conjure up a list of hobbies or interests that I can do on a weekly basis each time I am able to accomplish my tasks. Also, I can seek the help of my supervisor to guide me when assessing my improvements. LO2 Developing Interpersonal and Transferrable Skills LO2.1 Interpersonal Skills Needed In understanding the various interpersonal skills that a hotel concierge must possess, it is necessary to first take a look at the different stakeholders that he is able to engage and coordinate at work. As Dolecki (n.d.) pointed out, aside from the hotel guests, a hotel concierge must also be able to create a harmonious working relationship with these groups of people: Front desk staff – advised by the concierge on confirmed guests; Bell staff and doormen – assisted by the concierge on personalizing room preparations for the guests; Sales and catering department – helped by the concierge in the promotion of the hotel by providing information to guests about amenities and services; and Food and beverage department – supported by the concierge in expanding its current market and tapping emerging market. Given the variety of stakeholders that a hotel concierge is expected to manage, it can be claimed that attaining excellent interpersonal skills is a truly a must. With this, the needed interpersonal skills that need to be cultivated can be viewed as personal and social traits. 1. Personal Traits As posited by Mystic Madness (2011), there are four personal traits that a hotel concierge must possess and enhance: (1) other-centeredness; (2) listening skills; and (3) trustworthiness. Firstly, other-centeredness is exemplified by compassion, empathy, honesty, sincerity and diligence at work. Essentially, all of these traits make a hotel concierge a consumer-oriented employee. Being other-centered, in this regard, means having the internal drive to deliver the best service to hotel guests through the proper engagement and coordination with key stakeholders in the hotel business. Secondly, listening skills is important to be able to communicate effectively with hotel guests and with other internal stakeholders. By being able to listen well, the hotel concierge is able to respond to inquiries aptly. Thirdly, trustworthiness entails being able to deliver one’s assigned tasks on time and in high quality. Being trustworthy is essential to establish good reputation in the hotel, which is helpful in obtaining higher position in the future, such as operations manager. In addition to this, trustworthiness starts by having respect in oneself. This means knowing what one’s responsibilities are and having strong ownership over them. 2. Social Traits Aside from the personal traits, social traits are also important in being a good hotel concierge. For one, a hotel concierge must always be accommodating and willing to help the guests on all matters concerning their stay in the hotel (Skills You Need, 2011). This entails having a friendly attitude toward people, without having any personal bias or preference. Through this, a hotel concierge is able to build strong networks within the guests. Aside from this, a hotel concierge must also be a good leader. Given the number of stakeholders that he is able to interact and work with, he must know how to step up and provide guidance to the team, while at the same time know when to follow the advice of others on how the overall service can be enhanced (Wheeler, 2005). Lastly, and in connection to the second, a hotel concierge must always be cooperative. This starts by clearly identifying his responsibilities in the hotel, while at the same time offering help to those who need assistance on their assigned task. In this regard, a hotel concierge must always adopt the mindset that all contact points in a hotel can either leave a good or a bad impression to the guests, this is why maintaining consistency in all types of service in the hotel is crucial. Figure 3: Values Important to a Hotel Concierge LO2.2 Developing and Enhancing Communication Styles As I have stated previously, having strong communication skills is important to become a hotel concierge given his position as the ‘face’ of the hotel. Because of the various types of stakeholders that a hotel concierge has to talk and engage with, he must know how to adopt certain communication styles which are ultimately aimed to make agreements clear, concise, and sweet. Chait (2012) claimed that communication is not limited to face-to-face, personal communication. Even electronic communication such as email exchanges or chat via Yahoo! or Skype can be deemed as communication. Also, non-verbal movements can also carry and deliver intended or unintended messages to the guests. Given all these ideas, it is important for a hotel concierge to develop mastery over communication, whether verbal or non-verbal. This means being able to constantly exude credibility and trustworthiness whenever he engages with the hotel guests. There are three main tools that can be used to effectively communicate with guests, which are: (1) self expression in communication; (2) effective responses in communication; and (3) active listening to communication. Firstly, self expression in communication, Chait (2012) noted, means personalizing all forms of communication according to the intended audience’s personal background and feelings. This is especially true when engaging with the guests for the first time or when troubleshooting an issue. A hotel concierge must know how to communicate the value of dependability not only through words but more importantly through actions. Self-expression can also be used by a hotel concierge when engaging with the other employees of the hotel. Since everyone needs to work as a team, he must know how to coordinate with all position levels—from the doormen to the sales department of the team. Secondly, creating effective responses in communication helps to clarify one’s intention and plan of action (Chait, 2012). Effectiveness, in this regard, means being assertive but at the same time maintaining a high level of professionalism. This is especially true when a hotel concierge has to deny a certain request of a guest and offer an alternative instead. Making an effective response, in this example, means clearly stating and describing the reason behind such action. Lastly, active listening in communication is important especially when making recommendations on possible trips or events for the guests given the few interactions that a hotel concierge has had with the guests. This is important in making the guest feel special. LO2.3 Using Effective Time Management Skills As Bridge (2012) highlighted, time management skills can be enriched by: (1) being organized and (2) by lessening unnecessary activities during work. Firstly, being organized means knowing how to prioritize one’s weekly or daily activities. The key thing to note here is that one must always provide action on the most important and urgent tasks at hand. Also, one must always avoid procrastination by doing tasks right away. Secondly, lessening unnecessary activities at work will help one focus and finish tasks on time. LO3 Interpersonal Skills LO3.1 Working with Others As observed previously, being able to work well with others is an essential skill that a hotel concierge must not only possess, but more importantly hone and master. Given the scope of his influence, it is important for a hotel concierge to know how to coordinate and deliver results through others. As highlighted by Center for Canadian Language Benchmarks (2006), the essential skill of working with others can be viewed in two dimensions: (1) levels of coordination and integration with others, and (2) the clear explanation and description of roles and responsibilities of the employees. Firstly, having strong team coordination and integration can transpire by providing a culture that promotes respect, diligence, and unity. This is further supported by Bruce (2003) when she stated that the key to producing business results lies in the creation of a pleasant working environment that puts premium on the preservation and cultivation of moral values. Having good employees, in this regard, is significant to doing business ethically and productively. In addition to this, having strong team coordination can also be attained by advocating a culture of ‘work entrepreneurship’. This means working not like an employee but more like an entrepreneur—a leader who knows how to control his work. Through this idea, the value of ownership is bolstered as employees are taught to be responsible for their assigned tasks. Secondly, the clear explanation and description of roles is significant to identify the expectations for each employee. As Heron (n.d.) discussed, the assignment of roles is done to not only provide justification to one’s salary, but more important to give the person a sense of respect. To explain this further, it can be stated that aside from reinforcing a sense of ownership over one’s task, it also reminds the employee on the importance of synergism in the workplace to obtain business results (Partnership U.K., n.d.). It is important to note that the aforementioned ideas pertain to the more general ideas on how to work well others. The values and skills expected of a hotel concierge, however, are stated as follows. It is important to note that the values as a person of a hotel concierge often shape the kind and type of skills that he acquires and develops. Figure 4: Skills on Working with Others as Influenced by One’s Values LO3.2 Team Building Team building skills is also needed to be honed by a hotel concierge given his interactions with the front desk staff, bellboy and doormen, sales department, and catering department. As such, team building efforts must be focused on the growth of each individual of the team, either professionally or personally. The figure below summarizes some of the activities that can be employed by the team in order to ensure that the unity and synergy is attained within the team. Nature of Task Activity Specification Duration Catch up meeting Listing of projects from various internal stakeholders Everyday Team Outing Team building, de-stressing activities Quarterly Team Planning Outlining of strategic plans for the business, inputs from all facets of hotel business Once a year Figure 5: Team Building Activities LO4 Strategic and Problem Solving Skills Another important skill that should be developed by the hotel concierge aside from interpersonal and communication skills are strategic and problem solving skills. Given the nature of the hotel concierge’s job which highlights the need to attend to all queries and requests of the guests, he must develop problem solving skills that are efficient, strategic, and results driven. L04.1 Problem-Solving Skills As Hicks (2012) stressed, while most people encounter problems at work, not a lot know how to handle and resolve them properly. As he further narrated, people usually do three things when faced with a problem: (1) they get afraid or uncomfortable that they wish the problems go away; (2) they feel that they have to come up with a right answer immediately; and (3) they look for somebody to blame. Because of this, Hicks (2012) believes that the real problem with problems is seeing the problems as such. This viewpoint is reinforced by the fact that most people become skeptical on the solutions they find, thinking they are not theb est ones or they conflict with other work situations. Thus, an effective employee is that who is ‘conflict-competent’. In this regard, Hicks (2012) identified seven effective steps to solving a problem: 1. Identifying the issues – understanding what the problem through an analysis of the various perspectives of people; 2. Recognizing individual interests – highlighting the real interests of people in coming up with the best solution for the problem; 3. Listing of possible solutions – entails brainstorming activities to make room for creativity and practicality; 4. Evaluating the options – looking at the pros and cons of each option by taking into consideration the interests of the individuals involved; 5. Selecting the best option or options – as objectively assessed; 6. Documenting the agreement – putting special attention to details of the solution and its implications to the business; and 7. Outlining contingencies, monitoring, and evaluation – following an ‘if-then’ mindset. In a similar light, Woloschuk (2010) stated that the key to developing sound problem-solving skills lies on: (1) analyzing what the problem is; (2) identifying and executing the best solution or solutions; and (3) monitoring and evaluating the chosen solution or solutions. Firstly, analyzing the problem entails five crucial steps: defining the problem; determining the real problem from the apparent one; identifying the possible causes from various perspectives; collecting all relevant data; and selecting the primary cause or source of the problem. Secondly, identifying and executing the best solution or solutions begins with an intensive brainstorming process among team members to segregate facts from assumptions. Through this session, the members are able to draw workable options that can hopefully address and solve the problem at hand. After this, a selection of the best solution based on four criteria: 1. Assessment of risk – forecasting the impact of each option to determine any risk and liabilities; 2. Economy of effort – determining the solution that will give the greatest result for the least amount of time, effort, and other resources; 3. Timing – identifying if the solution should be implemented in one ‘go’ or ‘per phase’; 4. Availability of resources – considering manpower and physical resources. Then, the implementation of the solution follows its detailed study. In this part, the plan must have a communication plan; description of the changes being made; reasons for the changes to facilitate understanding and encourage commitment; and timelines for implementation. Lastly, the evaluation of the results is intended to not just solve the issues but also vital learning that the team can adopt and apply to avoid similar problems. In both examples, it is important to note that the emphasis of sound problem solving skills lies on thinking clearly on what the problem is and providing a solution that suits the interests of the greatest number of stakeholders. LO4.2 Strategic Thinking Skills Through this reasoning, it is important to note that a hotel concierge must adopt strategic thinking skills. As opined by Ridgely (2012), strategic thinking, from a more general perspective, involves setting goals, developing long-range plans, anticipating the unexpected circumstances, and analyzing the environment. It can be claimed that these skills are vital especially for the hotel concierge position who is deemed to be the ‘brand ambassador’ of the business. In this regard, a strategic thinker is someone who is able to: 1. Plan more effectively 2. Impose stronger sense of order in chaotic work scenarios 3. Make savvier decisions and outsmart competitors with greater confidence and ease 4. Increase productivity and satisfaction at work. There are numerous ways to harness and one’s strategic thinking skills. But for the hotel concierge position, thinking strategically means: 1. Understanding the business model and relating the different functions of the departments to deliver an integrated and unique benefit to the guests; 2. Determining clearly the ultimate want or need of the guests and answering them head-on with a simple and targeted solution; and 3. Taking the initiative to develop ways to make the guests feel extra special LO4.3 Impacts of Thinking Strategically At this point, it can be stated that there are various impacts of developing and adopting strategic thinking. For one, it allows the employees to create business decisions that are not only efficient but well thought out. Given a certain issue or problem, they do not only consider the impacts of the solution on the business, but also on other key stakeholders. Also, thinking strategically widens the perspective of the employee as it helps him understand the different facets that may be affected by the business decision—consumer reactions, profitability impacts, and even competitor moves. Bibliography Baker, Sandy, 2012. Job Description for Concierge. [Online]. LoveToKnow Corporation. 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Retrieved at: < http://www.thegreatcourses.com/tgc/courses/course_detail.aspx?cid=5913> [Accessed 16 June 2012]. Read More