A concierge in hospitality is a hotel staff member who is in charge of greeting guests and assisting them with their needs. Concierges serve as a point of contact for visitors as they answer their questions, help arrange transportation and/or leisure activities, and attend to other requests to enhance their stay.
The responsibilities of a concierge may somewhat overlap with those of front desk staff but are mostly focused on customer service instead of processing reservations and taking payments.
Many hotels implement a digital or virtual concierge – a mobile app that helps manage guests’ requests, provides information, facilitates communication with hotel staff, and so on.
In addition to hotels, cruise ships, hospitals, airports, apartment buildings, office centers, etc., also employ concierges.
A concierge can also be a person or service that provides assistance with personal business, lifestyle management, errands, etc.