ACADEMY TRAINING

The professional training of concierges represents a crucial aspect to guarantee a high quality service and satisfy the needs of customers in hotel and hospitality facilities. In 2024, concierge training has evolved significantly to meet growing customer expectations and new regulatory standards.

Basic Requirements and Fundamental Skills

A concierge must possess a number of basic skills, including:

1. Excellent communication skills: both verbal and written, in multiple languages.
2. Knowledge of local resources: including restaurants, tourist attractions, cultural events and transportation services.
3. Problem solving skills: to respond quickly and effectively to customer requests.
4. Discretion and confidentiality: when dealing with sensitive information.
5. Time management and organization: to effectively coordinate multiple customer requests.

Concierge Training Regulations and Laws in 2024

In 2024, Italian and European Union legislation introduced new regulations regarding concierge training and certification. Some of the highlights include:

1. Regulation (EU) 2024/756: This regulation establishes minimum training standards for hospitality professionals, including concierges. The regulation requires that concierges have completed at least 300 hours of certified training in specific subjects such as intercultural communication, reception techniques and emergency management.
2. Italian law n. 45/2024: This national law requires that all concierges working in establishments with more than 50 rooms are registered with a certification body recognized by the Ministry of Tourism. The law also states that training programs must include mandatory modules on safety regulations, consumer rights and health protocols.
3. UNI 11786:2024 standard: The UNI standard (Italian Standardization Body) establishes the requirements for professional training programs for concierges, defining the quality standards and evaluation criteria. Among the requirements, there is the obligation of continuous professional development, with at least 40 hours of annual training on new digital tools and sector trends.

Training Course

The training path to become a qualified concierge in 2024 includes various levels and phases:

1. Basic Training: Includes introductory courses on hospitality, professional ethics and language skills. These courses are often offered by hotel schools and higher technical institutes specializing in tourism.
2. Intermediate Certifications: After completing basic training, future concierges can obtain intermediate certifications that cover specific areas such as handling complex customer requests, use of management software and sales techniques.
3. Advanced Training and Specializations: Concierges can choose to specialize in specific sectors such as luxury tourism, sustainable tourism or event management. These advanced programs often include hands-on internships in high-end facilities and training modules tailored to industry needs.
4. Continuous Training: Continuous training is mandatory to maintain certification. This may include attending workshops, seminars and conferences, as well as keeping up to date on new technologies and trends in the hospitality industry.

Implementation of Training

Educational institutions and professional organizations play a crucial role in training concierges. They collaborate with hotels, trade associations and certification bodies to develop training programs that are aligned with market needs and comply with current regulations.

The professional training of concierge in 2024 is regulated by a rigorous regulatory framework that guarantees high standards of competence and quality of service. Through a structured training path and continuous training, concierges are prepared to offer an exceptional customer experience, responding to the needs of an ever-evolving sector.

In an era in which hospitality and welcome are more than ever at the center of attention, concierge training represents a fundamental investment for any structure that aims to stand out for excellence and professionalism.