Question 1

What is the difference between a concierge and a hotel receptionist?

Accepted Answer

A concierge specialises in guest services, local knowledge and creating exceptional experiences, while a receptionist focuses on check-in/check-out and reservations. Under the Hospitality Industry Award, concierges are typically classified at higher levels due to specialised skills and responsibilities.

Question 2

What award covers concierges in Australia?

Accepted Answer

Most concierge positions are covered by the Hospitality Industry (General) Award 2020 (MA000009). This award applies to employees in hotels, resorts and similar accommodation businesses. Classification levels reflect the specialised nature of concierge duties.

Question 3

What classification level should I use for a concierge?

Accepted Answer

Under the Hospitality Industry Award, concierges typically fall under higher Front Office classifications (Level 4-5) due to their specialised knowledge and guest service responsibilities. Chief concierges or those supervising other staff may be classified even higher. See our Hospitality Award pay rates guide for current rates.

Question 4

Should I include pay rates in a concierge job description?

Accepted Answer

Including indicative pay rates helps attract experienced candidates with the right skills. You can reference the applicable award rate or use phrases like 'Competitive salary reflecting experience and local knowledge.' Check the current Hospitality Award rates for guidance.

Question 5

What qualifications do concierges need?

Accepted Answer

While formal qualifications aren't always required, a Certificate III or IV in Hospitality or Tourism is highly desirable. Key requirements include exceptional local knowledge, extensive network of contacts, excellent communication skills, problem-solving abilities and cultural awareness. Experience in luxury hospitality or guest services is often essential.

Question 6

Do concierges need any certificates?

Accepted Answer

No specific certificates are legally required. However, first aid certification is often preferred. Additional certifications in tourism, local history or specific service areas (wine, events) can be valuable. Membership in professional organisations like Les Clefs d'Or demonstrates commitment to the profession.

Question 7

What experience should I look for in a concierge?

Accepted Answer

Look for candidates with extensive local knowledge, proven experience in guest services or hospitality, strong network of local contacts (restaurants, venues, services), problem-solving track record and experience with high-profile or VIP guests. Previous concierge or luxury hotel experience is highly valuable.

Question 8

Can I hire concierges without hotel experience?

Accepted Answer

While challenging, it's possible if candidates have strong transferable skills from tourism, event planning or high-end customer service roles. Focus on local knowledge, problem-solving abilities, communication skills and willingness to build a local network. Provide mentoring from experienced concierges and time to develop local contacts.

Question 9

Should I hire casual or permanent concierges?

Accepted Answer

Permanent employment is generally preferred for concierge positions due to the need for consistent local knowledge, relationship building with local businesses and ongoing guest recognition. However, casuals may support during peak seasons or events. See our guide on casual vs permanent employment trends and simplify employee management with HR software.

Question 10

What penalty rates apply to concierges?

Accepted Answer

Under the Hospitality Industry Award, penalty rates apply for: Saturdays, Sundays, public holidays, and late-night/early morning shifts. Concierges in luxury properties may work extended hours during events or to assist guests. Use award interpretation software to calculate rates accurately.

Question 11

What are the minimum shift lengths for concierges?

Accepted Answer

Under the Hospitality Industry Award, the minimum engagement for casual employees is typically 2-3 hours per shift. However, concierge shifts are usually longer to provide consistent guest service coverage. Check the award for specific requirements based on employment type.

Question 12

What should I include in a concierge employment contract?

Accepted Answer

Key elements include: position title and classification level, employment type, hourly rate or salary reflecting specialised skills, applicable award, reporting structure, main duties including VIP service expectations, work location, shift patterns, uniform requirements, and any confidentiality agreements regarding guest information. Use our digital employment contracts to simplify this process.

Question 13

How far in advance must I provide rosters to concierges?

Accepted Answer

Under the Hospitality Industry Award, rosters must be provided at least 7 days in advance. Changes within this period require employee agreement unless due to unforeseen circumstances. Using rostering software helps support compliance and allows concierges to plan guest services effectively.

Question 14

Can I require concierges to work flexible hours for events?

Accepted Answer

Yes, but expectations should be clearly communicated during recruitment. Concierges often work extended hours during major events, guest arrivals or special occasions. Ensure proper compensation through penalty rates or time-in-lieu arrangements. Flexibility is part of the role but must be compensated appropriately.

Question 15

What breaks are concierges entitled to?

Accepted Answer

Under the Hospitality Industry Award, employees working more than 5 hours are entitled to an unpaid meal break. Paid rest breaks also apply based on shift length. Use break planning tools to support compliance while maintaining concierge desk coverage.

Question 16

How do I manage concierge coverage during peak times?

Accepted Answer

During high-occupancy periods or major events, consider additional concierge coverage. Use rostering software to schedule overlapping shifts, ensuring senior concierges mentor junior staff and that guest service remains exceptional during busy periods.

Concierge job description