What does a concierge do?

Concierge staff are mostly responsible for carrying luggage and guarding doors.

They report directly to the front office manager, but most concierges operate on an independent basis. Regardless of the size of the concierge, it plays a very important role in customer service. The bellman will go out to greet guests when they arrive, organize their luggage and answer all questions.

When guests leave, they will help guests transport their luggage from the room to the taxi.

The concierge is an indispensable department in a well-equipped hotel. This department is subordinate to the front office department and is also part of the housekeeping department. They are usually the first hotel personnel that travelers have face-to-face contact with. Those working in the concierge department are frontline personnel, and they often serve as a communication bridge between the hotel and the outside world.

Basic work discipline of the concierge department

1. Before taking up the job, you must carefully check your appearance, your hat must be straight and cannot be taken off at will, your clothes must be neat, your gloves must be clean, and your leather shoes must be polished ． The job number plate must be worn on the left chest.

2. The standing service posture must be correct, with the chest held high and the abdomen drawn in, with both hands behind you, holding the back of your right hand with your left hand. Do not lean against the wall or cabinet, do not make small movements, and do not insert your hands into your pockets.

3. While on duty, you are not allowed to talk loudly, make noise, fight, sing, smoke, eat snacks, read newspapers, etc. in the lobby, passages, elevators, rest areas, luggage rooms, etc., and you are not allowed to wander around.

4. It is not allowed to answer or make private calls while on duty (except under special circumstances with the approval of the supervisor).

5. Uniforms must be clean and tidy when working. Uniforms and personal clothing must not be arranged at work.

6. You are not allowed to enter the luggage storage room during non-working hours. The door must be closed when entering the luggage room to access luggage, and the door must be locked when leaving.

7. Bell clerks are not allowed to walk through the cashier aisle without permission. Recovered guest keys must be returned to the reception staff immediately for processing.

8. Protect public property and do not write, scratch, kick, throw or bump randomly.

9. Adhere to the service tenet of "guests first", treat guests equally, and be equally enthusiastic and courteous.

10. When talking to guests, stand in the correct posture, have a gentle attitude, start with the word "please" and end with the word "thank you", keep the polite words in your mouth, the voice should be clear, and when writing to the guests, the handwriting should be clear.

11. You are not allowed to ask for tips from guests at any time, or imply tips, or ask for items from guests, or exchange money. Anyone who violates this rule will be removed immediately upon discovery.

12. Ensure the safety of guests’ luggage. It is not allowed to turn over guests’ luggage and belongings, and it is not allowed to read books, newspapers, magazines, etc. that guests have deposited or discarded.

13. Comply with the hotel and department’s newspaper and magazine management regulations and strictly implement them; you are not allowed to distribute or take away newspapers, magazines, etc. for guests to read without permission.

14. Obey the work arrangements of the supervisor, department manager, and assistant lobby manager. When you need to work overtime, you must come back on time to work overtime and obey the work arrangements.

15. Return to the post immediately after completing each task, and are not allowed to stay elsewhere. If you leave the post or rest area for non-work reasons, you must obtain the consent of the on-duty foreman.

16. If you encounter special circumstances, you should immediately report it to the foreman, supervisor or lobby manager on duty.

17. When resting in the rest area, you are not allowed to make noise, doze, or read newspapers.

18. Comply with any of the "Employee Code of Conduct" of this store.