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Employability Skills: Understanding and Developing My Core Competencies Needed to Enter the Hotel Industry Hassan Munir Khan Student 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.
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. ...
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