Onboarding plan

Concierge Onboarding Plan (30-60-90 Days)

A practical, printable plan to take a new concierge from first day to full productivity.

Updated By the Career Education Institute Curriculum Team
Concierge onboarding at a glance

Week one covers orientation, safety and shadowing. Days 1–30 build vocabulary and supervised practice on core procedures; days 31–60 move to independent work with competency sign-offs; days 61–90 focus on full productivity, cross-training and a credential plan.

Before day one

  • Confirm start date, schedule, pay and supervisor in writing
  • Verify required credentials: Les Clefs d’Or membership, AHLEI hospitality certifications (as applicable)
  • Prepare equipment and access: reservation platforms; phone and email; concierge software; maps and guides
  • Assign a buddy or preceptor
  • Enroll the new hire in Concierge training so foundations are covered before or during week one

Week one: orient and protect

  • Workplace tour, emergency procedures and incident reporting
  • Protect guest privacy
  • Verify identity before sharing information
  • Recommend safe transportation
  • Know emergency procedures
  • Shadow an experienced concierge through a full shift
  • Training modules 1–3: role foundations, a day on the job and essential vocabulary (15 terms)

Days 1–30: learn

Goal: perform core tasks safely under supervision.

  • Supervised practice: book a hard-to-get reservation
  • Supervised practice: build a guest itinerary
  • Supervised practice: handle a special occasion request
  • Training modules 4–7: duties, step-by-step tasks, tools and safety
  • 30-day check-in: confidence, questions and early wins

Days 31–60: contribute

Goal: handle a regular workload independently.

  • Greet guests and answer questions: independently
  • Book reservations and tickets: independently
  • Arrange transportation and tours: independently
  • Recommend restaurants and attractions: independently
  • Competency sign-offs completed (see checklist below)
  • Training final knowledge check and certificate of completion
  • 60-day check-in

Days 61–90: own

Goal: full productivity and a growth plan.

  • Meet productivity and quality targets for the role
  • Begin cross-training on a secondary task
  • Agree on a credential goal (for example, Les Clefs d’Or membership)
  • Discuss the career path: Guest Services Agent → Concierge → Chief Concierge
  • 90-day review

Competency checklist

Skill or taskTrainedObservedSigned off
Book a Hard-to-Get Reservation
Build a Guest Itinerary
Handle a Special Occasion Request
Local knowledge
Reservations and booking
Transportation coordination
Customer service

How to measure onboarding success

  • Days to independent shifts
  • Health inspection and audit results
  • Guest satisfaction and review scores
  • 30- and 90-day retention

How Concierge training maps to this plan

  1. Introduction to the Concierge Role
  2. A Day on the Job
  3. Essential Concierge Vocabulary
  4. Core Duties and Responsibilities
  5. Common Tasks, Step by Step
  6. Tools, Equipment and Technology
  7. Safety, Compliance and Professional Standards
  8. Skills Employers Look For
  9. Launching Your Concierge Career
  10. Final Knowledge Check
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