A User's Guide To The Hotel Concierge

6 January 2015

Imagine having access to a service that not only provides endless local knowledge of any destination, but can also assist with any special requests to make your trip that much more memorable. Now imagine that this service is completely free to use and available to all travellers.

It may sound too good to be true, but it's not. Say goodbye to the days of struggling to find a great restaurant, deciphering confusing directions or hailing a cab on a rainy night, and say hello to the hotel concierge.
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What Is A Concierge?

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Let's start with the basics. What exactly is a concierge and what do they do? Most full service hotels will have a concierge desk in their lobby. Armed with the knowledge of firsthand experience and a seemingly endless list of contacts, concierges are dedicated to helping hotel guests with a litany of requests. It can be as simple as providing directions or as complicated as arranging an exclusive shopping experience after hours in your favourite high-end boutique.

QUICK TIP
Hotel concierges are more effective if your requests are specific. Think along the lines of "Can you recommend a great Italian restaurant?" versus "Where should we go out to eat?".

 Most full service hotels have a concierge desk. (Image: Getty)

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What Can The Concierge Do For Me?

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Concierges can often provide a surprisingly high level of assistance. They are trained to know everything there is to possibly know about their local area. They also spend their careers developing contacts across a number of businesses, giving them access that others simply don't have.

Don't feel like this service is limited to an elite level of travellers that stay in luxury hotels around the world. Concierges work in hotels at most levels and are available to all guests.

Basic services found across all concierge levels:

  • Restaurant recommendations/reservations
  • Local sightseeing highlights
  • Maps and directions
  • Arranging transportation
  • Tour recommendations/bookings
  • Messages and deliveries
  • Medical, dental and veterinary assistance

As you move up the luxury chain, the concierge's reach and influence expands, which is bolstered by the prestige of their hotel. Those with more experience are identified by a pin on their lapel. Made of two golden keys, this is the symbol of Les Clefs d'Or.


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There is no request too big or too small for these luxury hotel concierges. They are determined to help guests with anything asked of them (as long as it is legal). Along with the above mentioned services, some of the perks luxury concierges can provide include:

  • Tables at exclusive restaurants
  • Tickets to sold out shows/concerts
  • Assistance in arranging bookings and itineraries
  • Arranging private cars and jets
  • Shopping requests such as specific brands or items
  • Specific room requirements and arrangements for special occasions
    (candles, rose petals, Champagne and strawberries)
  • Arranging private experiences such as shopping or dining.

QUICK TIP
Tipping the concierge can help ensure they will continue to go out of their way to help you with whatever you need. And never underestimate the power of being polite.

 Ready to help with any request. (Image: Getty)

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Is The Concierge Worth It?

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As with most professions, there are a number of concierge duties that have moved into the digital realm. There are now countless websites and apps that allow you to book a table, sign up for a tour, rent a car or order a taxi. So, it stands to question, is it really worth using a concierge?

When it comes to smaller requests, it can often be easier to do them yourself if you can. If it's going to be quicker, it's worth skipping the middleman (and his tip) to book a taxi on your own.

Moving beyond those little tasks, though, the concierge can definitely help you out. Gaining a little local insight can really pay off when you're travelling to unfamiliar places. Find out about hidden gems and the best local haunts. If you're faced with a language barrier, concierges can often prove to be very useful. Many speak multiple languages and can help by writing out or giving taxi drivers information you wouldn't be able to.

The bigger and seemingly impossible jobs are where concierges really prove their worth. If you really do want to see that sold out Broadway hit on your next trip to the Plaza in New York, have a quick chat with your hotel concierge.

QUICK TIP
If you know your next trip is going to require a few special requests, give the concierge a little heads up by calling ahead. The more time they have to help the better.

Carlie Tucker

Travelling is for discovering the unexpected. From fantastic meals in ramshackle joints to stumbling upon a best kept secret, I love those fortuitous travel moments that couldn't be planned if I tried.