Hotel Concierge Onboarding Checklist

In this article, we’ll look at the best practices for onboarding your new Hotel Concierge. We’ll look at the employee onboarding process/steps you can add to your own reusable Hotel Concierge checklist.

Need help with onboarding new Hospitality team members? See the templates and resources we recommend for successful onboarding experiences.

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Hotel Concierge Onboarding Process

Are you looking for help setting up a staff orientation process so that when your new Hotel Concierge starts their role, they can learn about their responsibilities and your company as quickly as possible? Whether you’re keen to use buddy onboarding, want to automate your Hospitality onboarding experience or just need an onboarding checklist for your new Hotel Concierge, you’re in the right place. We’ve put together a sample Hotel Concierge onboarding checklist below and have created onboarding templates & resources to help.

Hotel Concierge Onboarding Checklist

1. Introduction to company policies and procedures: The new hotel concierge should be provided with a comprehensive overview of the company’s policies and procedures. This includes familiarizing them with the employee handbook, code of conduct, and any other relevant documents. The human resources department is responsible for conducting this task.

2. Orientation to the hotel facilities: It is crucial for the new concierge to have a thorough understanding of the hotel’s layout, amenities, and services. This task involves a tour of the property, including all guest areas, restaurants, bars, fitness center, spa, and any other facilities. The front office manager or a designated staff member should perform this task.

3. Introduction to the hotel’s computer systems: As a hotel concierge, proficiency in using the hotel’s computer systems is essential. This task involves providing the new concierge with training on the property management system, reservation software, and any other relevant software or applications. The IT department or a designated staff member should handle this task.

4. Familiarization with local attractions and services: A hotel concierge must have extensive knowledge of the local area, including popular tourist attractions, restaurants, transportation options, and other services. This task involves providing the new concierge with a comprehensive list of local attractions, maps, and contact information for various service providers. The concierge manager or an experienced concierge should perform this task.

5. Training on guest service standards: Exceptional guest service is a fundamental aspect of the hotel concierge role. This task involves providing the new concierge with training on the hotel’s guest service standards, including how to greet guests, handle inquiries, provide recommendations, and resolve guest issues. The front office manager or a designated staff member should handle this task.

6. Introduction to the hotel’s VIP program: Many hotels have a VIP program that offers special services and amenities to high-profile guests. This task involves educating the new concierge about the hotel’s VIP program, including the benefits, protocols, and how to provide personalized service to VIP guests. The concierge manager or a designated staff member should perform this task.

7. Shadowing experienced concierge staff: To gain practical experience and learn the day-to-day responsibilities of a hotel concierge, the new concierge should be given the opportunity to shadow experienced concierge staff. This task involves pairing the new concierge with a seasoned concierge who can provide guidance, answer questions, and demonstrate best practices. The concierge manager or an experienced concierge should handle this task.

8. Introduction to emergency procedures: In the event of an emergency, a hotel concierge must be prepared to handle various situations. This task involves providing the new concierge with training on emergency procedures, including fire safety, evacuation protocols, and first aid. The hotel’s safety and security department or a designated staff member should handle this task.

9. Introduction to the hotel’s loyalty program: Many hotels have loyalty programs that offer rewards and benefits to frequent guests. This task involves educating the new concierge about the hotel’s loyalty program, including how to enroll guests, track their loyalty points, and provide personalized service to program members. The front office manager or a designated staff member should handle this task.

10. Introduction to the hotel’s concierge software and tools: A hotel concierge relies on various software and tools to assist guests effectively. This task involves providing the new concierge with training on the hotel’s concierge software, communication devices, and any other tools they will use on a daily basis. The IT department or a designated staff member should handle this task

Setting Up Your Employee Onboarding Process

From reading through the items in the example Hotel Concierge checklist above, you’ll now have an idea of how you can apply best practices to getting your new Hotel Concierge up to speed and working well in your Hospitality team. Scroll up to see the link to our onboarding templates & resources or get in touch to discuss getting help setting up your systems and processes in this area.

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