Summary Report

Updated 2004

Summary Report for:
39-6012.00 - Concierges

Assist patrons at hotel, apartment or office building with personal services. May take messages, arrange or give advice on transportation, business services or entertainment, or monitor guest requests for housekeeping and maintenance.

This newly defined occupation contains data obtained through the O*NET data collection program and has not yet been rated for Interests and Work Values.

Sample of reported job titles: Concierge, Guest Service Agent, Bellman, Chef Concierge, Club Concierge, Hotel Concierge, Front Office Manager, Guest Service Supervisor, Activities Concierge, Conference Concierge

View report: Summary Details Custom

Tasks

Make dining and other reservations for patrons, and obtain tickets for events.
Provide information about local features such as shopping, dining, nightlife, and recreational destinations.
Make travel arrangements for sightseeing and other tours.
Receive, store, and deliver luggage and mail.
Perform office duties on a temporary basis when needed.
Pick up and deliver items, or run errands for guests.
Carry out unusual requests such as searching for hard-to-find items and arranging for exotic services such as hot-air balloon rides.
Arrange for the replacement of items lost by travelers.
Arrange for interpreters or translators when patrons require such services.
Plan special events, parties, and meetings, which may include booking musicians or celebrities to appear.

Knowledge

Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Telecommunications — Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.

Public Safety and Security — Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.

Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

Psychology — Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.

Communications and Media — Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.

Skills

Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Service Orientation — Actively looking for ways to help people.

Speaking — Talking to others to convey information effectively.

Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.

Reading Comprehension — Understanding written sentences and paragraphs in work related documents.

Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Time Management — Managing one's own time and the time of others.

Writing — Communicating effectively in writing as appropriate for the needs of the audience.

Coordination — Adjusting actions in relation to others' actions.

Instructing — Teaching others how to do something.

Abilities

Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

Speech Clarity — The ability to speak clearly so others can understand you.

Speech Recognition — The ability to identify and understand the speech of another person.

Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.

Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Written Comprehension — The ability to read and understand information and ideas presented in writing.

Fluency of Ideas — The ability to come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity).

Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

Work Activities

Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.

Performing for or Working Directly with the Public — Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.

Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.

Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.

Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.

Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.

Judging the Qualities of Things, Services, or People — Assessing the value, importance, or quality of things or people.

Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.

Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.

Work Context

Contact With Others — How much does this job require the worker to be in contact with others (face-to-face, by telephone, or otherwise) in order to perform it?

Telephone — How often do you have telephone conversations in this job?

Deal With External Customers — How important is it to work with external customers or the public in this job?

Face-to-Face Discussions — How often do you have to have face-to-face discussions with individuals or teams in this job?

Work With Work Group or Team — How important is it to work with others in a group or team in this job?

Freedom to Make Decisions — How much decision making freedom, without supervision, does the job offer?

Frequency of Decision Making — How frequently is the worker required to make decisions that affect other people, the financial resources, and/or the image and reputation of the organization?

Physical Proximity — To what extent does this job require the worker to perform job tasks in close physical proximity to other people?

Impact of Decisions on Co-workers or Company Results — How do the decisions an employee makes impact the results of co-workers, clients or the company?

Importance of Being Exact or Accurate — How important is being very exact or highly accurate in performing this job?

Job Zone

Title	Job Zone Two: Some Preparation Needed
Overall Experience	Some previous work-related skill, knowledge, or experience may be helpful in these occupations, but usually is not needed. For example, a teller might benefit from experience working directly with the public, but an inexperienced person could still learn to be a teller with little difficulty.
Job Training	Employees in these occupations need anywhere from a few months to one year of working with experienced employees.
Job Zone Examples	These occupations often involve using your knowledge and skills to help others. Examples include sheet metal workers, forest fire fighters, customer service representatives, pharmacy technicians, salespersons (retail), and tellers.
SVP Range	(4.0 to < 6.0)
Education	These occupations usually require a high school diploma and may require some vocational training or job-related course work. In some cases, an associate's or bachelor's degree could be needed.

Work Styles

Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.

Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.

Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.

Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.

Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations.

Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.

Integrity — Job requires being honest and ethical.

Independence — Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.

Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace.

Initiative — Job requires a willingness to take on responsibilities and challenges.

Wages & Employment Trends

National

Median wages (2007)	$12.28 hourly, $25,540 annual
Employment (2006)	20,000 employees
Projected growth (2006-2016)	Faster than average (14% to 20%)
Projected need (2006-2016)	5,000 additional employees

State & National

Source: Bureau of Labor Statistics 2007 wage data and 2006-2016 employment projections . "Projected growth" represents the estimated change in total employment over the projections period (2006-2016). "Projected need" represents job openings due to growth and net replacement.

Summary Report for: 39-6012.00 - Concierges