Overview
Whatever the request, some guests prefer to deal with a single point of contact throughout their stay. A fixture of any hotel, the head concierge is a true ambassador for their establishment. It is added value that guests appreciate and that makes the concierge the go-to contact during their stay.
What is a head concierge?
Ten years ago, when head concierges worked exclusively in four- and five-star hotels, there were an estimated 650 of them in France. In recent years, however, the number of hotels has grown steadily: globalisation has led many of the major hotel groups to open properties in capitals and large cities around the world. Where the head concierge profession was once seen as a closed world, with few positions available and internal promotion the main route in, the role is now modernising and more and more hotels offer a concierge service.
When you step through the doors of a hotel, the head concierge is the first person you meet. Their role is essential, as they embody the soul of the establishment from the moment guests arrive. Usually stationed in the hotel lobby, their job is to welcome, inform and advise guests, making their stay easier and ensuring their comfort. They must meet the needs of every kind of guest (tourists, business travellers, celebrities) without ever faltering. It is demanding, exacting work, but hugely rewarding on a human level.
What does a head concierge do?
To ensure guests' stays run smoothly, the head concierge may handle guest expenditure (accounts, payments, invoices), vehicle hire and bookings with travel agencies or for show tickets. To do so, they need to build a strong address book and forge relationships with these outside providers. So that they can make the best possible suggestions to guests, the head concierge also attends shows and visits exhibitions outside working hours. They also keep note of the habits of the hotel's regular guests.
The head concierge works closely with the rest of the hotel team: receptionists, the manager, housekeeping staff, security, restaurant teams, bartenders, station waiters and more.
As head of the hotel's concierge team, they recruit and train staff and draw up the rotas. The head concierge also manages the doormen and the porters.
What skills & qualities does a head concierge need?
One of the essential qualities in hospitality is genuinely enjoying working with guests. The head concierge also needs a real sense of organisation, strong people skills, tact and the discretion to act unobtrusively in front of other guests. Curiosity will help you get to know your city better: its restaurants, its attractions, its latest openings, its events, its festivals…
Since hotels welcome an international clientele, speaking several languages is a major asset. Among the other qualities needed to become a head concierge are the following:
- A distinguished manner
- A feel for psychology and diplomacy
- Resourcefulness
- A good memory for faces
- Responsiveness
What are the career prospects and salary for a head concierge?
A head concierge's salary varies from hotel to hotel. Monthly pay is estimated at between €2,500 and €3,000, with an annual salary in the region of €30,000 to €40,000. Bear in mind that tips are common in this profession and are often quite substantial.
It is worth knowing that French training for head concierges is highly regarded abroad, so an international career is a prospect well worth considering.
Since head concierge is the most senior position in this profession and is generally reached after a long career as a concierge, there is little scope to aspire to a higher role in the field. A change of direction is possible, however, as head concierges know their region inside out and work with a wide network of partners in the tourism sector.
Finally, any head concierge can build on their skills by taking a course in people management.
How do you become a head concierge?
In the past, concierges trained on the job and worked their way up the hotel hierarchy step by step. It took a concierge starting out around 20 years to reach the position of head concierge.
Programmes offered by some hospitality schools can help you reach positions of responsibility more quickly. That is certainly true at our school, CMH Academy. Several programmes can lead you to become a head concierge, including:
- a five-year Grande École Programme, open to all baccalauréat holders
- a Bachelor Pro, taking you from first to third year
- a two-year Mastère & MBA, which you can join if you already hold a three-year qualification (a bachelor's or vocational degree)
