What it takes to be a Concierge

At Abbatt, we sieve through many CVs and have many great people walk through our doors seeking concierge opportunities but what is it that makes someone stand out from the crowd? Here’s our recruiters thoughts on what it takes…

Conversation skills

Let’s start with the art of conversation. The art of conversation is a must have skill for any concierge. There’s no room to be shy. Often you will be the first point of contact and so an enthusiasm to find out how you can be of assistance is vital. But beware. Why? Firstly, there’s a fine line between being helpful and over-friendly. You will need to be perceptive; able to read people and situations well. And secondly, communication skills go beyond you talking. Are you a good listener? Let’s hope so because a good concierge is a good listener. They keep the focus on the customer, whether that be a guest or a resident, at all times. They are inquisitive and show a real interest in what the customer has to say.  After all, the concierge business is all about people and making people happy.

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Take pride in your presentation

A series of studies by Princeton psychologists Janine Willis and Alexander Todorov reveal that upon meeting a stranger, you will form an impression of them in the blink of an eye. Judgements about your character, i.e. your likeability, competence, trustworthiness, etc. are made in 1/10 second.  Now that’s a scary thought.

So what can you do to make a great first impression? As the saying goes, a picture paints a thousand words and as the face of the building, you are the picture. So make sure to present yourself appropriately. Being well-groomed and presentable shows that you care and pay attention to detail; two very valuable qualities that we look for in concierges.

Personality, personality, personality

Yes, it’s all well and good taking pride in how you look but it can’t compare to character. Personality is everything.

It’s possible that you’ll be the first face a resident or guest sees of a morning and the last they’ll see in the evening. A friendly “good morning” and “how was your day?” as they enter and exit goes a long way. Smile and be positive. Your aim is to resolve residents, guests, contractors and third parties queries as efficiently as possible, so show confidence. Hold your head high and keep your body language open and receptive.

Most importantly, let your genuine warmth for people shine through. It’s these softer skills that can’t be taught and that sets one concierge apart from another.

Stellar customer service

Rewind a few hundred years ago to the castles of France and you’ll find that the role of the concierge was born. At this time, the concierge held the keys to the castle rooms and looked after the needs of visiting royalty. While today’s concierge services differ somewhat to this… the underlying principle of going beyond making guests more than just welcomed, but delivering the highest level of service still exists. Let’s explore this. Imagine your shift is coming to a close when a resident becomes stuck in your building’s lift. Do you carry out your handover and run out the door when the clock strikes 5? Or do you stay put until the engineer arrives, keep your resident calm and aware of how the situation is being handled and wait until the situation has been fully resolved. The answer of course is the latter.

The golden rule? Treat others as you would like to be treated.

Simply put, a concierge that stands out from the crowd goes above and beyond. Do you have what it takes? Do you think you could do with a little help? If so, why not take a look at Abbatt Academy, our free in-house concierge training programme or contact us today to learn more.

 

Chevernee Steers, Marketing Executive at Abbatt Property Recruitment 

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