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Concierges

SOC 39-6012.00Job Zone 2 · Some Preparationv.26.05

Context coveredThis 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.

Sources:O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.SkillsCrosswalkSkillsCrosswalk — O*NET enrichment + adjacency index. Opens in new tab.
Emerging
Entry / Apprentice
  1. Local dining and shopping destinations — identify and describe to arriving guests using printed reference materials and hotel-provided guides at a hotel front desk.
  2. Guest reservation requests — record and relay to designated restaurants or service providers under direct supervisor guidance at a mid-scale lodging property.
  3. Basic directions to nearby landmarks — provide verbally to guests by referencing pre-approved maps and property-issued direction cards at a hotel concierge station.
  4. Flower order requests from guests — place by phone or email with an approved vendor following scripted ordering procedures at a full-service hotel.
  5. Sightseeing tour options — present to guests from a curated list of pre-approved local tour operators under supervisor instruction at a hospitality property.
  6. Small errand and item delivery tasks — complete for guests within the property boundaries following established protocols at a hotel or resort.
  7. Guest inquiries about nightlife and recreational activities — respond to using a reference binder of vetted local venues maintained at the concierge desk.
  8. Electronic mail software — use to send guest confirmation details and vendor communications under direction at a hotel concierge station.
  9. Shuttle service scheduling requests — document and submit to the transportation coordinator using office suite software at a lodging facility.
  10. Word processing software — use to print guest itineraries and information sheets following a supervisor-approved template at a hotel front-of-house area.
Developing
Mid-level / Established
  1. Dining and entertainment reservation requests — manage independently for multiple guests simultaneously using online booking platforms and direct vendor contacts at a busy hotel property.
  2. 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.
  3. Special event tickets and access — source and procure for guests by leveraging established vendor relationships and local contacts at an upscale hospitality property.
  4. Guest travel itineraries — assemble and deliver by combining transportation, dining, and activity bookings into a cohesive schedule at a mid-to-large hotel.
  5. 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.
  6. Errand and delivery requests — prioritize and execute for multiple guests across a shift by applying time management skills in a fast-paced hotel environment.
  7. Map creation software — use to generate customized neighborhood walking maps tailored to individual guest interests at a city-center hotel.
  8. Spa treatments and golf tee times — book for guests by coordinating directly with on-property and off-property vendors at a resort property.
  9. Spreadsheet software — use to track outstanding guest requests, vendor contacts, and reservation confirmations across a daily shift at a hotel concierge desk.
  10. Social perceptiveness — apply to anticipate unstated guest preferences and proactively offer relevant service suggestions at a full-service hospitality property.
Proficient
Senior / Expert IC
  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.
  6. Local knowledge across dining, nightlife, recreation, and cultural events — maintain and communicate accurately by continuously updating personal expertise in the surrounding metropolitan area.
  7. Vendor and supplier relationships — cultivate and manage to ensure priority access, favorable terms, and reliable fulfillment of guest requests at a competitive hospitality property.
  8. 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.
  9. Guest feedback and service recovery situations — handle with empathy and adaptability, turning negative experiences into positive outcomes at a full-service hospitality property.
  10. Desktop publishing software — use to produce polished, branded guest information packages, event programs, and customized welcome materials at an upscale hotel property.
Advanced
Lead / Principal / Executive
  1. 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.
  2. Junior and mid-level concierge staff — coach, mentor, and evaluate on guest interaction techniques, local knowledge, and technology tools at a large lodging operation.
  3. 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.
  4. Vendor partner network — build and manage at an organizational level, negotiating preferred agreements that deliver consistent priority access and cost efficiency for the property.
  5. 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.
  6. Concierge technology stack — evaluate, recommend, and oversee adoption of new booking, mapping, and communication tools to modernize department workflows at a hotel property.
  7. Interdepartmental service coordination — lead by aligning concierge, housekeeping, food and beverage, and transportation teams to deliver seamless guest experiences at a large hospitality property.
  8. 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.
  9. 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.
  10. 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.

AI-at-Work Competency Framework

Sources:Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab.Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab.WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab.

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Sources:Pathsmith™ Durable SkillsPathsmith™ Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
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Show O*NET source anchors49 anchors · skillscrosswalk.com

O*NET enrichment · skillscrosswalk.com

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Source anchors that ground each statement

Related titles
Activities Concierge · Chef Concierge · Club Concierge · Concierge · Concierge Security Officer · Conference Concierge · Event Concierge · Front Desk Agent · Front Desk Concierge · Guest Service Agent · Health Concierge · Hospitality Aide
RAPIDS apprenticeships
—
O*NET skills
Active ListeningSpeakingSocial PerceptivenessService OrientationCoordinationPersuasionJudgment and Decision MakingTime ManagementMonitoringReading ComprehensionCritical Thinking
Knowledge domains
Customer and Personal ServiceEnglish LanguageAdministrativeTransportation
Abilities
Oral ComprehensionOral ExpressionSpeech RecognitionSpeech ClarityProblem SensitivityDeductive ReasoningInformation OrderingOriginalityInductive ReasoningNear Vision
Work styles
CooperationDependabilityOptimismSocial OrientationEmpathyAdaptability
Technology
Billing and invoicing softwareAccounting softwareFinancial analysis softwareMap creation softwareSpreadsheet softwareOffice suite softwareElectronic mail softwarePresentation softwareDesktop publishing softwareWord processing software
Tasks · seed anchors for statements
  1. Provide information about local features, such as shopping, dining, nightlife, or recreational destinations.
  2. Make reservations for patrons, such as for dinner, spa treatments, or golf tee times, and obtain tickets to special events.
  3. Provide directions to guests.
  4. Order flowers for guests.
  5. Make travel arrangements for sightseeing or other tours.
  6. Pick up and deliver items or run errands for guests.
  7. Plan special events, parties, or meetings, which may include booking musicians or celebrities.
  8. Book airline or train tickets, reserve rental cars, or arrange shuttle service for guests.
CIP education codes
12.9999

Sources: O*NET v30.2 (CC BY 4.0), SkillsCrosswalk.com, LER.me®, Anthropic Economic Index, SAFI (Jadhav & Danve, 2026), WEF Skills Taxonomy 2021, Pathsmith™ Durable Skills Framework. © 2026 EBSCOed.