Have you ever walked past the concierge desk in a hotel lobby and wondered what they actually do?
For years, I assumed hotel concierges were mainly for celebrities, luxury travelers, or people staying in five-star hotels. As it turns out, I couldn’t have been more wrong.
I had the opportunity to interview professional concierge Sarah Dandashy, who was the Lead Concierge at the London West Hollywood in Los Angeles at the time of this interview. Since then, Sarah has become one of the hospitality industry’s most recognizable experts, and her advice is just as valuable today.
Whether you’re staying at a luxury hotel or a full-service property, understanding how to use a hotel concierge can help you discover local restaurants, hidden gems, and memorable experiences you might otherwise miss.
Prefer to watch? Check out my interview with Sarah below, or keep reading for my biggest takeaways.
What Does a Concierge Do?
A Concierge Is More Than Someone Who Makes Restaurant Reservations
One of the things that surprised me most was Sarah’s description of what a concierge really does.
“We really are your best friend when you come to the hotel.”
Rather than simply making reservations, concierges help guests navigate a destination. They can recommend neighborhoods, coffee shops, tours, transportation, attractions, and restaurants based on your interests.
This really resonated with me because it’s how I like to travel. I’m not just looking for the “top-rated” restaurant. I want to find the hidden gems, quirky coffee shops, local favorites, and experiences that make a destination memorable.
A Good Concierge Helps Curate Your Experience
One of my favorite quotes from the interview was:
“We’re helping curate your experience.”
That’s exactly what a great concierge does.
Instead of handing every guest the same recommendation, they’ll ask questions like:
- What are you in the mood for?
- What’s your budget?
- Are you traveling with kids?
- Are you celebrating something special?
- Do you want something quiet or lively?
The more information you provide, the better their recommendations will be.
Do Hotel Concierges Recommend Places Because They Earn a Commission?
This was one of the questions I was most curious about.
Sarah’s answer surprised me.
While some businesses may offer referral fees, she explained that a professional concierge values their reputation far more than any commission.
“A good concierge is only going to refer you to someplace that they know is going to deliver.”
As Sarah explained, if she sends guests to a restaurant or tour that provides a poor experience, it reflects badly on her and the hotel. That’s why the best concierges focus on making recommendations that match each guest’s interests rather than simply sending everyone to the same place.
She also said that the concierge community constantly shares information about the best and worst businesses so they know who to use and who to avoid.
One of the reasons I love using a concierge is because they know the area in a way that online reviews simply can’t. They’re constantly getting feedback from guests and seeing firsthand which places consistently deliver a great experience.
My Key Takeaways
Contact the Concierge Before Your Trip
One of Sarah’s biggest pieces of advice was to reach out before you arrive whenever possible.
Giving the concierge a little advance notice allows them to:
- make restaurant reservations
- secure attraction tickets
- suggest activities based on your interests
- help you build an itinerary
This is especially helpful if you’re traveling during a busy season.
Don’t Be Afraid to Ask Specific Questions
One thing I loved about this interview was Sarah’s reminder that no question is too small.
Whether you’re looking for:
- the best tacos in town
- a great independent coffee shop
- a rooftop bar
- a family-friendly activity
- transportation advice
…your concierge is there to help.
Questions I Like to Ask
After years of traveling, these are some of my favorite questions:
- What’s this destination known for?
- If I only have one evening here, what shouldn’t I miss?
- Where do the locals eat?
- What’s your favorite restaurant?
- Is there a rooftop bar with a great view?
- Are there any wineries or breweries nearby?
- Are there any neighborhoods tourists often overlook?
Those questions almost always lead to better experiences than simply searching online.
Should You Tip a Concierge?
Sarah explained that tipping is simply a way of saying thank you for exceptional service.
There’s no universal dollar amount. It really depends on how much assistance the concierge provides.
For example, someone who helps plan several days of activities deserves more than someone who simply points you toward a nearby restaurant.
What If Your Hotel Doesn’t Have a Concierge?
This was one of my favorite tips from the interview.
If your hotel doesn’t have a concierge, you can politely stop by the concierge desk at a nearby full-service hotel.
Be upfront that you’re not staying there, ask your question respectfully, and consider offering a small gratuity if they spend time helping you.
I’d never thought about doing that before this interview, but it makes so much sense.
Final Thoughts
Hotel concierges spend every day helping visitors discover their city. They know where locals eat, what attractions are worth your time, and which experiences are likely to become the highlights of your trip.
Don’t be afraid to use them.
You may discover your favorite restaurant, hidden neighborhood, or unforgettable experience simply because you asked.
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