Everybody help! ! What should a concierge in a five-star hotel learn?

Specific work of concierge department in five-star hotel

The position and function of protocol department

The concierge department is a sub-department of the front desk department, which is directly responsible for welcoming every guest on behalf of the hotel, handling luggage and luggage storage services for the guests, in addition, it is also responsible for arranging guests' vehicles, sorting out guests' mail, and delivering newspapers and mail throughout the hotel.

The concierge work permeates other services, and the lack of this work will directly affect the hotel's internal communication and external reputation and image. Concierge is the first department that guests contact when they check into the hotel, and the last one is the concierge when they leave the hotel. Therefore, the concierge is the front desk of the hotel, and his words and deeds directly represent the hotel.

The characteristics of the concierge department are: scattered personnel and wide service scope.

Responsibilities and quality requirements of concierge

Position: Protocol Department

Direct supervisor: Assistant Front Desk Manager

Direct report: Deputy Protocol Officer

Quality requirements:

At least three years hotel concierge working experience, and at least one year deputy concierge working experience.

Fluent spoken Chinese and English.

Proficient in Chinese and English writing

Familiar with local traffic conditions

Understand the operation of the hotel front desk

Understand the functions of hotel departments.

Job resume:

Directly responsible for planning, organizing, directing and controlling all the staff and work of the concierge department to meet the requirements of guests and hotels and provide high-level services. Ensure the smooth and efficient daily work. Prepare employee schedules and arrange their annual leave, train all employees and regularly evaluate their work performance to ensure that employees understand and implement all hotel rules and regulations.

Job responsibilities:

Supervise the daily work of subordinates to ensure that guests who arrive and leave the store receive timely care and help;

Supervise the handling, storage and recording of guests' luggage to ensure its accuracy;

Ensure the correctness of all postal work;

Ensure that all VIPs' vehicle arrangements are accurate;

Answer the guest's questions quickly and politely, and properly handle the guest's complaints to the concierge department;

Coordinate and communicate with catering department, housekeeping department, security department and other departments;

Manage the traffic control in front of the hotel and strengthen the supervision of taxis;

Check the gfd, behavior, etiquette and on-the-job situation of subordinates;

Prepare the employee's renewal schedule and arrange annual leave;

10, training employees and evaluating their performance;

1 1. Ensure that all employees understand and implement the rules and regulations of the hotel;

12, handed down from generation to generation, reporting the situation;

13, hold a regular meeting of the concierge every day to summarize the work of the day and arrange new work;

14, attend the front desk meeting every day;

15, summarize the work of this department every month and submit the summary report to the front desk manager;

16, other work required by the superior;

Position: Deputy Protocol Officer

Direct superior: Concierge Department

Direct subordinates: bellboy, doorman

Quality requirements:

At least two years hotel concierge working experience and at least one year bellboy working experience.

Fluent spoken Chinese and English.

Proficient in Chinese and English writing

Understand the operation of the front desk department

Familiar with the functions of hotel departments

Job description:

Directly implement the instructions of the concierge, replace the duties and tasks of the concierge when the concierge is away, ensure that the daily check-in and check-out of luggage are accurate and fast, work closely with the travel agency, handle the team luggage, and ensure that all packages and letters are delivered correctly.

Job responsibilities:

Grasp the arrival and departure guests on the same day to ensure warm and efficient service for arrival and departure guests;

Assign bellboy to carry luggage and arrange vehicles for guests;

Ensure that all parcels and letters sent are accurate;

Ensure that subordinate employees answer guests' calls politely and quickly;

Check the porter's pick-up record, baggage room, baggage claim registration and tool maintenance;

Coordination and communication with other relevant departments;

Check the gfd, behavior and on-the-job situation of subordinate employees;

Assist concierge to train, examine and evaluate employees;

Supervise and inspect subordinates to fill in the handover records and do a good job of handover;

10, complete other tasks assigned by superiors.

Position: Bellman

Direct superior: Deputy Protocol Officer

Quality requirements:

Can speak English and standard Mandarin.

Can write simple English.

Job description:

This position is directly responsible for providing luggage service and luggage storage service for guests during check-in and check-out, and delivering letters, telegrams, documents and parcels to all guests and hotel departments.

Job responsibilities:

Master the arrival and departure guests on the same day and introduce the hotel room facilities and other service facilities to the arrival and departure guests;

Guide guests to the front desk and rooms, and introduce hotel room facilities and other service facilities to guests;

Store and keep luggage for guests;

Answer the guest's questions politely and quickly, and take the initiative to help the guest solve the difficulties;

Deliver mail, newspapers, information, faxes, etc. For guests;

Send newspapers, letters and front office documents and forms to other departments of the hotel;

Immediately report any abnormal phenomena in the lobby and floor to AM;

Don't ask guests for tips;

Implement all rules and regulations of the hotel;

10, complete other duties required by the superior.

Position: doorman

Direct superior: Deputy Protocol Officer

Quality requirements:

Simple daily English and fluent Mandarin.

Height exceeds1.7m.

Job description:

This position is directly responsible for welcoming all arriving guests and helping them carry luggage on behalf of the hotel, directing hotel transportation and arranging taxis for departing guests.

Job responsibilities:

Help guests who arrive and leave the hotel to open the car door, close the door, carry and tidy up their luggage;

Greet guests and take the initiative to call a taxi for them;

Command the car to ensure the smooth lane in front of the hotel;

The uniform is neat and tidy, and the mental outlook is good;

Leave a message in front of the hotel about hygiene and pick up the garbage on the ground in time;

Umbrella for guests in rainy days;

Are not allowed to leave work without authorization;

Other duties required by superiors.

1, presiding over the overall work of the concierge department, ensuring that the upper situation is issued and the lower situation is reached, and supervising employees to provide standardized services for guests according to procedures.

2. Carefully check the reasonable storage, distribution and delivery of luggage to ensure correctness.

3. Assign daily specific tasks to the foreman, direct the service work in front of the hotel when receiving special guests, and ensure the safety and satisfaction of VIPs.

4. Manage the bellboy and doorman, supervise them to operate according to the prescribed working procedures, and guide the vehicles in front of the door.

5. Arrange employees to take shifts, organize training in this department, keep work diaries and record important events in the baggage department, check subordinates' gfd, work discipline and polite language, understand employees' ideological trends and personal life, and help employees solve difficulties.

6. Manage the service tools and various business reports of the department, and handle all kinds of complaints related to their own business from inside and outside the hotel.

7. Make all kinds of relevant statistical reports, organize newspapers, express delivery, mail classification, distribute newspapers, and arrange to send them to guest rooms.

8. Create a harmonious working atmosphere and reduce friction at work.

9. Complete other tasks assigned by superiors.

Second, the concierge foreman job responsibilities

1, reasonably allocate service personnel to be on duty. Deliver the luggage of the team and individual passengers accurately and timely, and provide standardized services for guests entering and leaving the hotel.

2. Provide services for guests, such as renting wheelchairs and umbrellas provided by hotels.

3. Check the etiquette, appearance, dress, labor discipline and work efficiency of subordinate employees as required.

4. Check and urge employees to work according to operating standards, assist supervisors to train new employees, and conduct on-the-job training for old employees.

5. Handle the complaints of the guests to the team.

6. Fill in the shift change table and work diary to ensure the accuracy and timeliness of all reports.

7. Do a good job in the ideological work of subordinates and mediate employee conflicts.

8. Complete other tasks assigned by superiors.

Third, the porter's job responsibilities

1. Deliver luggage for guests accurately and timely, and provide quality service.

2. Accompany the travel agency to hand over the luggage.

3. Send letters, messages, etc. Send all kinds of forms and letters to hotel guests, and make accurate and detailed records.

4. Stand on both sides of the gate to welcome guests on behalf of the hotel, answer guests' questions and be responsible for finding guests in public places.

5. Answer the phone accurately, record the important events in a special notebook, and report the abnormal situation and special matters to the superior in time.

6. Complete other tasks.

Fourth, the guard's job responsibilities

1, responsible for welcoming guests to the store and providing accurate and timely opening and closing services.

2. After the guest's vehicle stops, open the door for the guest enthusiastically and actively in accordance with the prescribed procedures to welcome the guest; When seeing the guest off, the guest calls a car, opens the door and sends it to the car.

3. Be responsible for dispatching all kinds of vehicles arriving in front of the hotel and keeping the door clean and orderly.

4, pay attention to observe the guests in and out of the store, found suspicious guests immediately report, and take effective action.

5. Assist the bellboy to guide and carry the luggage arriving and leaving the team and individual passengers.

6. Keep the appearance clean and friendly, and leave a good hotel image for the guests.

Job requirements of baggage department employees

The porter's job is the facade of the whole hotel. The work of bellboy directly affects the reputation of the hotel. It is the first impression of hotel guests and an important part of the normal operation of the whole hotel. This requires the bellman to provide all kinds of quality services to the guests at any time with thoughtful service, warm smile, decent manners and highly concentrated thoughts, and make contributions to the image and reputation of the hotel.

Tasks of each shift:

Morning shift:

1, do a good job of handover: a, hand over the problems and matters of the last shift clearly; B, check the number of luggage; Check the number of express mail and letters.

2. Raise the national flag, store flag, etc.

3. Provide sliding door service for guests, and smile and say hello to every guest entering and leaving the hotel.

4. Deliver luggage or other items for the guests, and keep and hand over the salute items for the guests.

5. Send newspapers, letters and express mails to hotel guests and permanent offices.

6. Call a taxi for the guests and book a taxi.

7. Provide services such as renting wheelchairs and umbrellas for guests.

8. Complete other tasks assigned by superiors.