What does a hotel concierge do? ^^

1, consciously abide by the commuting system and departmental rules and regulations.

2. Warmly receive visitors from hotels and departments and make corresponding explanations, but don't chat with them, let alone disclose company and department information at will.

3. Be responsible for the storage and distribution of all kinds of keys and communication tools in this department.

4. Answer the phone, answer all kinds of questions according to the standard requirements and provide accurate and effective information.

5. Fill in and process documents and forms quickly and accurately, and pay attention to neatness and beauty.

6. Check, complete, hand in and distribute all kinds of documents and forms on time, and convey work information to all departments and other departments.

7. Master the room information and fully understand the rooms and names of long-term guests, foreign guests and VIPs; It is convenient to provide information to floors and managers quickly and accurately.

8. Track VIP reception, important guest reception, conference reception, etc. Inform the foreman, supervisor and relevant personnel to make preparations for the arrangement and report the situation to the supervisor and manager.

9, responsible for sorting out the service center and the manager's office equipment items, regular cleaning and maintenance of computers, electrical appliances, office equipment; Make it clean and beautiful, and keep the environment clean and orderly.

10, responsible for keeping legacy and temporary storage items, and handling this work according to procedures.

1 1, responsible for the management, control and service of leased and retail goods.

12, responsible for the time control of guest laundry and clothes collection.

13, responsible for C/O rounds, time control of drinks and time control and tracking of customer service.

14. Establish good interpersonal relationship and working atmosphere, and establish the image of the department.

15. During the back office vacation, if there is back office work to be done, the back office work should be completed.

Working procedure:

1, clock in at work and check the attendance of other people in the department. If you find that the person who came didn't come, you should contact immediately, report to the foreman and director and take further measures.

2, look at the service center log, see the whiteboard notice, see the data hanging board, understand the work instruction and work information.

3. Handover: check the items in the service center, manager's office and locker; Ask in person if you don't understand or the details are unclear.

4. Distribute IC keys, public keys and communication tools to floor employees, and urge employees to sign and register. When distributing pagers, you must adjust the channels, performance and batteries to make them available.

5. The morning shift should review the drinks, miscellaneous daily report and room status table of the night shift, and send the drinks, miscellaneous daily report and room status table to the finance department before 10: 00, and send the room status table to the deputy general office.

6. Record the "running water" when answering the phone: the received C/I, C/O information or service information should be recorded quickly and accurately and transmitted to the floor; When you receive a consultation call, you must give a clear and affirmative answer.

7. Have lunch at noon. If the floor is busy, please ask the PA foreman to replace it.

8. Sign for all kinds of documents, such as reception desk, advance order, housing reform bill, check-in cancellation bill, etc. Pay attention to check whether the contents of the project are clear and complete when signing, and if there is any problem, you should understand it clearly in person and correct it. Then tell the floor foreman and director to make relevant arrangements according to the content; Meeting reception list, VIP reception list, more than five reception departments, more than five lunch rooms and more than 10 groups shall be reported to the manager at the same time.

9, help the floor maintenance orders, rushed into the maintenance items, try not to let the maintenance room for the night; Half an hour after delivery, if no engineering personnel arrive at the site, they should report to the director (report manager without director) for handling. After receiving the floor report, clean the carpet in the room, transfer to the OOO room, make records, and notify the PA department to arrange manpower cleaning immediately. Be careful not to let this OOO room spend the night.

10, at 3 pm, remind the head waiter to take the wine list to the wine warehouse to collect drinks.

1 1. If someone visits the manager's office, explain and provide tea.

12. Organize all kinds of documents and forms in your spare time to make it more shun ming.

13. Send and receive relevant documents and notices of the hotel or department, and remind the manager to timely approve, notify and publish them to avoid delay.

14. Employees should collect IC keys, public keys, communication tools and articles issued by the service center after work, and check their performance. After registration, it should be stored in the designated place, and the walkie-talkie battery should be removed and charged in time.

15. Lock the manager's office after work.

16. During the night shift, make a miscellaneous report of drinks and draw a table for the service center to use in its leisure time; Before 7: 00 in the morning, fill in the worksheet for the early shift foreman and write down the manpower arrangement book to facilitate the early shift foreman to arrange his work; The contents of writing the manpower book include: the number of rooms opened, the number of mahjong players, the number of floor attendants working, and their names.

17 three shifts, morning shift, middle shift and night shift. Pay attention to the summary table of artificial room conditions (in triplicate, one for finance, one for general manager and one for ground floor), and fill in accurate C/I and C/O time, extra bed, mahjong, miscellaneous income, half-day rent, company accounts, delayed check-out, etc. , to ensure that.

★ Time period reminder:

Clean and maintain computers, electrical appliances and office equipment in the manager's office and service center every Sunday night.

Submit financial and comprehensive office statements before 10 in the morning.

Ask the newspaper at the front desk before 1 1 in the morning.

Remind to distribute drinks consumed on the floor in the afternoon 15.

Remind the floor to check the rooms of VD, VC and OOO at 12: 30- 1: 00 in the evening and 3: 00-4: 00 in the morning.

Remind the floor to check the expired drinks as soon as possible on the 3rd day of every month/kloc-0.

Remind the floor to mix wine from 10F to 14F at 9- 10 every month.

Remind PA department to clean the aisle carpet of 10- 13f on the 3rd of every month.

Remind PA to clean the carpets of 14F and 16F on June 3rd and June 7th respectively.

Opening hours of signboard lights: 8:10-1:25, 14: 35- 17: 25, and closed at other times and holidays.

Communications Department: All departments and posts in the hotel.

Internal assistance objects: PA foreman, floor foreman and back office.