CONCIERGE

Part 1 

 

 SCOPE & OBJECTIVES

         Scope: This document applies to the function of Concierge that describes all necessary service offers to the entire guest as per brand standards.

 

        Objective: Ensure Associates have good knowledge of hotel products, services, pricing and policies as well as a good knowledge of the local area. Maintain good communication and working relationships with all other departments. 

 

 GROOMING STANDARDS

 

         PROCEDURE:

1.Name badge on at all times. 

2.Uniform well pressed.

3. No strong after shave or strong perfume.

4. Clean hands & manicured nails. 

5.Attention to personal hygiene.

6.No tattoo on neck are face. 

7.Not to where chain wrist watch & bracelet.

8. Clean shaven Hair –Short & off collar One necklace

(shower prior to start of shift use of deodorant, brushing of teeth, fresh breath at all times)

 

BELL CAPTAIN

Job Summary -To organize, supervise and control all lobby services to guest satisfaction in a shift 

1. Supervise the lobby attendants, control their movements activities on lobby control sheet

 2. Take attendance & prepares bell desk staff schedules.

 3. Handle left luggage formalities.

 4. Organize the luggage at the time of check-in & check-out. 

5. Maintain record of all guests with “scanty baggage” and inform assistant manager lobby and front office.

 6. Assist security in lobby surveillance.

 7. Conduct daily briefing of lobby attendants

 8. Attend to guest complaints and handle telephone calls in the absence of assistant manager-lobby

9. Coordinating with reservation supervisor & travel desk supervisor to arrange the airport pick up & drop, infirm same to airport representative.

BELL BOY

PREPARATION OF SHIFT

1.Read the logbook  

2.Check Events for the day and ensure adequate staffing.

3. Print reports as follows

4. Check arrival transportation requirements for current day and next day.

5.Concierge trace report for current day and next day.

6. Guest in house by room number (for night shift for news paper delivery)

7.Group arrivals and departures for the day.

8. Take hand over from the previous shift in charge.

9. Organize the desk and have sufficient stationery

10. Check e-mails and action accordingly.

11.Check the left luggage room and left parcel logbook and update accordingly.

12.Check cleanliness of luggage room and trolleys.

13.File reports for the day.

14.Check “follow up sheet” for follow ups and action accordingly.

PROCEDURE: 

1 Greet guest and colleagues with a smile and maintain a friendly and pleasant expression Stand upright,

2 Do not fold your arms in front of the guest Keep your hands out of your pockets

3 Do not lean on the counter at any time4

4 Do not play with hair and jewelry

5 Ensure a positive body language in front of  with guest

6 Be tactful and courteous, do not argue with guests 

7 Be humored and even tempered, do not become over friendly with guests 

8 Look at a guest when addressing him/ her Look and act professional 

9 Always appear confident 

10 Listen carefully to guest when talking to him/ her

11 Be positive Use the guest’s name at least twice once known

12 Ask the right questions to identify needs.

13 Talk clearly and maintain a good tone of voice at all times

14 Do not weary the guest with your troubles 

15 Do not discuss religion or politics with guests 

16 Be specific in your explanations Consult your colleagues if any doubt arises Establishing Contact 

LUGGAGE HANDLING,CHECK-IN  

1. Guest vehicle  arrives at the main pouch greet the guest with smile face, unload the guest luggage and their belongings, take it to the security scan after security scan lode it on luggage trolley, confirm the numbers of luggage with guest. 

2. Put luggage tags at the time of the arrival of the guest

3. If GRE is available at the time, escorting guest to the room and explain the room features,

4. Inform about scanty baggage guest after check in, duty manager, reception, and security.

5. Perform sundry guest services like posting letters, getting tickets, making purchases outside the hotel and restaurant, and event ticket boking.

6. Paging the guest, and handing over messages to the room 

7. Handle baggage of guests when they are shifting to another room after shifting inform to reception,

8. Fill the errand cards and take a signature with receptionist.

 

LUGGAGE HANDLING,CHECK-OUT

PROCEDURE:

1.Take a check out tag and proceed to the room.

2.Knock the door ones open the door greet, ask permission to enter the room.

3.Pick up luggage from the room. Check for fragile / breakable items.

4.Luggage to be brought down using the luggage elevator.

5.Supervisor will check with the reception if the bill has been settled are not

6.Bill is settled escort the guest to main pouch and lode the luggage in vehicle and confirm with the guest number of luggage witch we loaded.

 7.If the bill is pending and guest has already left, contact the duty manager.

8. Thank the guest for staying with the hotel and bid them fare well. (Thank you for staying with us Mr. X. Have a pleasant journey and hope to see you again soon.)

9.Record the departure details in earrnd card and the departure register.