Hospitality
Concierge & Guest Services skills assessment
Concierges create memorable stays. This scorecard covers local knowledge, booking, problem solving, VIP care and communication so hotels can compare and develop guest-service talent.
- 12 skills to score
- 1–10 scale on every skill
- 6 starting levels
The 12 Concierge & Guest Services skills you can score
These are the default Concierge & Guest Services skills in SkillScorer. Each one is scored from 1 to 10 for every staff member, and you can edit, remove or add skills at any time.
Local Knowledge
Knows attractions, restaurants, transport and events and recommends them accurately.
Reservations and Bookings
Books tours, dining and transport reliably and confirms details.
Anticipating Guest Needs
Offers helpful suggestions before guests ask.
Problem Solving
Finds creative solutions to unusual or urgent requests.
VIP and Special Requests
Handles VIP arrivals and special occasions with care.
Luggage and Transport Coordination
Coordinates bellhop, valet and transfers efficiently.
Language and Cultural Awareness
Communicates respectfully with guests from different backgrounds.
Guest Information and Records
Tracks preferences and follows up on requests.
Discretion and Professionalism
Keeps guest matters private and acts professionally.
Upselling Hotel Services
Promotes packages, spa and dining without pressure.
Networking with Local Suppliers
Builds relationships with local suppliers and venues to offer guests the best options.
Composure Under Pressure
Remains calm and courteous during busy periods.
Levels included with Concierge & Guest Services
Concierge & Guest Services starts with 6 levels, which SkillScorer calls “Experience Level” for hospitality, so staff members can be grouped and compared fairly. Rename, reorder or replace them at any time.
- Trainee
- Junior
- Experienced
- Senior
- Supervisor
- Manager
How Concierge & Guest Services works in SkillScorer
Score
Each staff member in a venue is scored on the Concierge & Guest Services skills in the Skills Matrix: tap a cell, type a score, and it saves itself.
Compare
Rank staff members, compare two side by side, or compare your venues against each other to see exactly where the strengths and gaps are.
Track
Scores are kept year after year, so you can see who is improving and which Concierge & Guest Services skills need attention. Reports also follow each supervisor's venue.
Concierge & Guest Services scorecard: common questions
What skills does the Concierge & Guest Services scorecard include?
SkillScorer's Concierge & Guest Services scorecard covers 12 skills: Local Knowledge, Reservations and Bookings, Anticipating Guest Needs, Problem Solving, VIP and Special Requests, Luggage and Transport Coordination, Language and Cultural Awareness, Guest Information and Records, Discretion and Professionalism, Upselling Hotel Services, Networking with Local Suppliers and Composure Under Pressure. Each one comes with a written description of what it measures, and you can edit, rename, remove or add skills to suit your organisation.
How are staff members scored in Concierge & Guest Services?
Every staff member is scored from 1 to 10 on each skill (1 = Poor, 5 = Average, 10 = Elite), one venue and year at a time. Scores autosave in the Skills Matrix, and the 18 built-in reports turn them into rankings, radar charts, skill gaps and year-on-year trends.
Which levels come with Concierge & Guest Services?
Concierge & Guest Services starts with these levels (called “Experience Level” in the app): Trainee, Junior, Experienced, Senior, Supervisor and Manager. They are just a starting point, so you can rename, reorder or replace them.
Can I change the Concierge & Guest Services skills and wording?
Yes. The skills, levels and labels are all editable per organisation. In hospitality the app talks about staff members, venues and supervisors, and you can change any of those words too.
Score Concierge & Guest Services with SkillScorer
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