What is a Concierge?

The concierge is an indispensable department in a well-equipped hotel. This department belongs to the front office and is also part of the housekeeping department. They are usually the hotel staff who are the first to come face-to-face with the travellers. Those who work in the concierge are front-line staff, and they often serve as a communication bridge for interaction with the outside world.

Concierge

The concierge is an indispensable department in a well-equipped hotel. This department belongs to the front office and is also part of the housekeeping department. They are usually the hotel staff who are the first to come face-to-face with the travellers. Those who work in the concierge are front-line staff, and they often serve as a communication bridge for interaction with the outside world.

Chinese name

Concierge

Foreign name

concierge

Come from

Hotel department

Affiliation

Front office

Concierge post job tasks

Most of the concierge staff are responsible for baggage handling and door keeping. Their task is to report directly to the front office manager.

Companies with a concierge usually focus on star-rated hotels, hotels, clubs and other industries, and are currently expanding to catering and property industries. The common point is to provide services to high-end customers and people who have certain economic strength and pay attention to life taste. Therefore, as the concierge who has the first contact with customers, the requirements on personnel are usually stricter.

Concierge luggage room

(1) The luggage room is a place where luggage is stored for guests, and the arrival and departure teams store luggage, and non-bellmen are strictly prohibited from entering;

(2) Smoking, sleeping, and miscellaneous items are strictly prohibited in the luggage room;

(3) The luggage is neatly arranged;

(4) Keep the luggage room neat and clean, and clean the sanitation by the staff on duty;

(5) The luggage room key is under the control of a special person and locked at any time.

Concierge Storage

(1) After picking up and sending guests' luggage, the bellman must ask the guest to check and check the luggage in person, and make a record of the bellman who picks up and sends the luggage to the guest room and keep it on file;

(2) The luggage room only handles the temporary storage of ordinary luggage for housing guests. No valuables, cash, corrosive or polluting items can be stored in the luggage; no perishable food, perishable items, flammable and explosive items, and Fragile items such as ceramics and glassware. Explain to the guest that the hotel is not liable for damages and keep records;

(3) When receiving the luggage of the guest, the bellman should pay attention to inspecting and inquiring about the items in the guest's luggage. Once the dangerous items such as firearms and ammunition are found, they should immediately report to the security department to protect the scene and prevent accidents;

(4) Carefully perform the registration procedures for temporarily stored luggage, access the luggage card, write down the room number, number of pieces, access time, and ask the guest to collect the lower half of the luggage card; do it again on the luggage storage register recording;

(5) For unlocked luggage, actively ask the guests if they need to be locked to prevent the guests' luggage items from being lost or lost; spare locks and packing ropes are available at the luggage room at any time for the convenience of the guests;

(6) The guest picks up the luggage with the baggage card. When the guest's baggage card is lost, it is necessary to carefully check whether the registration of the guest document and the stub on the baggage are consistent. If they are not consistent, they need to be handled according to special circumstances and reported to the superior in time;

(7) Luggage stored temporarily at the baggage counter must be supervised. Baggage that has not been taken for more than half a day is stored in the luggage room in time.

Concierge Fees

(1) Prerequisites: The hotel will not be damaged and the guests will be satisfied with the service;

(2) Scope of charges: non-normal service items in the hotel and service items that cannot be directly provided in the hotel;

(3) Toll calculation: One hour's labor cost (salary, benefits, insurance, etc.) of an employee is used as the calculation unit, plus round-trip travel expenses.

Concierge equipment configuration

Workbenches, filing cabinets, computers, printers, phones, stationery, tape (wide and narrow), ropes, scales (weigh scales for mail, electronic scales for letters), calculators, maps, hotel introductions, aviation timetables, Train timetables, zip codes, phone numbers, etc.