{"schemaVersion":"1.0","exportedAt":"2026-05-15T12:38:29.677Z","occupation":{"soc":"39-6012.00","title":"Concierges","group":"Personal Care & Service","sector":"72","jobZone":2,"jobZoneInferred":false},"framework":{"version":"v.26.05","description":"","contextCovered":"This framework covers hotel and resort concierge practice across lodging properties ranging from mid-scale to luxury, encompassing guest information services, reservation management, event planning, transportation coordination, and vendor relationship management calibrated to Job Zone 2 preparation.","levels":{"emerging":{"label":"Emerging","statements":["Local dining and shopping destinations — identify and describe to arriving guests using printed reference materials and hotel-provided guides at a hotel front desk.","Guest reservation requests — record and relay to designated restaurants or service providers under direct supervisor guidance at a mid-scale lodging property.","Basic directions to nearby landmarks — provide verbally to guests by referencing pre-approved maps and property-issued direction cards at a hotel concierge station.","Flower order requests from guests — place by phone or email with an approved vendor following scripted ordering procedures at a full-service hotel.","Sightseeing tour options — present to guests from a curated list of pre-approved local tour operators under supervisor instruction at a hospitality property.","Small errand and item delivery tasks — complete for guests within the property boundaries following established protocols at a hotel or resort.","Guest inquiries about nightlife and recreational activities — respond to using a reference binder of vetted local venues maintained at the concierge desk.","Electronic mail software — use to send guest confirmation details and vendor communications under direction at a hotel concierge station.","Shuttle service scheduling requests — document and submit to the transportation coordinator using office suite software at a lodging facility.","Word processing software — use to print guest itineraries and information sheets following a supervisor-approved template at a hotel front-of-house area."]},"developing":{"label":"Developing","statements":["Dining and entertainment reservation requests — manage independently for multiple guests simultaneously using online booking platforms and direct vendor contacts at a busy hotel property.","Airline and train ticket arrangements — coordinate for guests by consulting preferred vendor accounts and comparing options with minimal supervisory input at a full-service hotel.","Special event tickets and access — source and procure for guests by leveraging established vendor relationships and local contacts at an upscale hospitality property.","Guest travel itineraries — assemble and deliver by combining transportation, dining, and activity bookings into a cohesive schedule at a mid-to-large hotel.","Rental car reservations and airport shuttle logistics — arrange for guests by applying knowledge of preferred vendor terms and local transportation networks at a lodging facility.","Errand and delivery requests — prioritize and execute for multiple guests across a shift by applying time management skills in a fast-paced hotel environment.","Map creation software — use to generate customized neighborhood walking maps tailored to individual guest interests at a city-center hotel.","Spa treatments and golf tee times — book for guests by coordinating directly with on-property and off-property vendors at a resort property.","Spreadsheet software — use to track outstanding guest requests, vendor contacts, and reservation confirmations across a daily shift at a hotel concierge desk.","Social perceptiveness — apply to anticipate unstated guest preferences and proactively offer relevant service suggestions at a full-service hospitality property."]},"proficient":{"label":"Proficient","statements":["Complex multi-day guest itineraries — design and execute autonomously, integrating transportation, dining, cultural, and recreational elements for discerning guests at a luxury hotel or resort.","Special events, private parties, and corporate meetings — plan end-to-end, including booking musicians or celebrity appearances, by coordinating external vendors at upscale hospitality venues.","Non-routine guest service problems — diagnose and resolve independently by applying critical thinking and deductive reasoning to unexpected situations at a full-service lodging property.","High-value VIP guest relationships — manage with a personalized service approach, remembering documented preferences and anticipating needs across repeat visits at a premium hotel property.","Billing and invoicing software — use proficiently to process guest charges for arranged services, verify accuracy, and reconcile vendor invoices at a hotel front-of-house operation.","Local knowledge across dining, nightlife, recreation, and cultural events — maintain and communicate accurately by continuously updating personal expertise in the surrounding metropolitan area.","Vendor and supplier relationships — cultivate and manage to ensure priority access, favorable terms, and reliable fulfillment of guest requests at a competitive hospitality property.","Time-sensitive errand and logistics requests — execute under pressure for multiple simultaneous guests by applying strong information ordering and coordination skills at a large hotel.","Guest feedback and service recovery situations — handle with empathy and adaptability, turning negative experiences into positive outcomes at a full-service hospitality property.","Desktop publishing software — use to produce polished, branded guest information packages, event programs, and customized welcome materials at an upscale hotel property."]},"advanced":{"label":"Advanced","statements":["Concierge department standards and service protocols — develop and implement across an entire property to elevate guest experience benchmarks at a full-service or luxury hotel.","Junior and mid-level concierge staff — coach, mentor, and evaluate on guest interaction techniques, local knowledge, and technology tools at a large lodging operation.","Property-wide special event strategy — lead planning and execution for high-profile gatherings, VIP arrivals, and corporate functions by coordinating cross-departmental teams at a major hotel or resort.","Vendor partner network — build and manage at an organizational level, negotiating preferred agreements that deliver consistent priority access and cost efficiency for the property.","Guest satisfaction metrics and service quality data — monitor, analyze, and report using financial analysis and spreadsheet software to drive continuous improvement at a hospitality organization.","Concierge technology stack — evaluate, recommend, and oversee adoption of new booking, mapping, and communication tools to modernize department workflows at a hotel property.","Interdepartmental service coordination — lead by aligning concierge, housekeeping, food and beverage, and transportation teams to deliver seamless guest experiences at a large hospitality property.","Organizational guest service culture — shape by modeling optimism, cooperation, and social orientation, setting behavioral expectations for all front-of-house staff at a hospitality enterprise.","High-net-worth and celebrity guest accounts — oversee personally, ensuring discretion, precision, and extraordinary personalization for the most demanding patrons at a flagship luxury property.","New hire onboarding curriculum for concierge roles — design and deliver by translating O*NET competencies and property standards into practical training experiences at a full-service hotel."]}}},"sources":{"onet":"v30.2 (CC BY 4.0)","crosswalk":"https://skillscrosswalk.com","generator":"LER.me"},"attribution":"© EBSCOed"}