How to be a comprehensive hotel concierge?

Think about the problem from the customer's point of view, try your best to handle the problems for the customer, provide some surprises to the guests in a timely manner, and provide customers with satisfactory and surprising services. I can't explain the specifics in a sentence or two. Yes, learn more about Golden Key’s services and you will understand.

If you don’t require yourself to be a good concierge, then as long as you are tall enough and good-looking, you can just follow the concierge’s arrangements. This job is not as difficult as you think.

As a concierge, you should pay attention to your appearance and look at your guests with a sunny smile.

●Luggage delivery for individual travelers entering the hotel

1. Greeting guests

(1) The doorman takes the initiative to greet guests who arrive at the hotel and request luggage service and greets " "Welcome".

(2) Take out the luggage and confirm the number of pieces, check whether there is any damage, please try to bring valuables and fragile items by yourself.

(3) Guide the guests quickly Register in the store.

2. Wait for guests to register in the store

(1) When guests register, the concierge should wait 2-3 meters away from the front desk.

(2) For VIPs, ask them to sit down and stand waiting.

3. Guide the guests to the room

(1) Take the room key and record the room number On the luggage tag.

(2) When getting on the elevator, guests should be asked to go in first and "Please get on first." Put the luggage in a place that will not interfere with others. If there are many guests in the elevator, give the keys to the guests. , and tell the guest: "Sir, you go to the room first, and your luggage will be delivered later."

(3) Guide the guest to the elevator "Please get on the elevator from this way."

(4) Take the initiative to introduce the main service items of the hotel.

4. Room service

(1) Guide guests to the room and introduce the emergency exit. "The emergency exit of our hotel is... ."

(2) Open the door according to the regulations: Knock the door lightly three times with the middle finger of your right hand, say "Bellman, bellman" twice. Stand directly in front of the peephole of the door, and then wait a moment. Knock three times on the door.

Knock on the door first and introduce how to use the key: "We use an electronic proximity card lock. Face the proximity card back to the upper part of the handle. When the green light turns on, turn the door handle."

(3 )Introduce the use of other items in the room.

(4) Say goodbye to guests, "I hope you have a pleasant stay. If you need anything, please feel free to call me on the concierge phone number."

5 .Registration

(1) After sending guests off, register the room number, number of luggage, time, etc. on the "Individual Passenger Luggage Registration Form".

(2) If the guest does not enter If you enter the room, the concierge will deliver the luggage directly, and you must indicate "Open the door".

●Team in-store luggage delivery

1. Preparation

(1) Bind the received team notification form with the "Team Baggage Check-in Registration Form".

(2) After the team arrives, get the team list indicating the number of pieces of luggage from the front desk.

< p>2. Unload luggage

(1) After the team luggage arrives, unload the luggage quickly and carefully, arrange it neatly, count the number of pieces, pay attention to whether the luggage is damaged, and make records.

( 2) Ask the baggage driver to sign the number of pieces of luggage and arrival time on the "Group Baggage Check-in Registration Form". If there is any damage, explain it and notify the accompanying and group leader to come to the luggage room to claim it and make a record, and notify the Tuanlian team that the luggage has arrived. .

(3) The bellman confirms the signature.

3. Divide the luggage

(1) Attach the luggage tags and write the room numbers clearly in handwriting , and indicate the number of pieces separated next to each room number on the room number slip.

(2) Handling luggage without name tags or with unclear or damaged name tags.

a) Contact the escort or tour leader and ask him to handle it.

b) If the escort/leader is not available, leave it in the luggage room and indicate the group name and code.

c) Mark it clearly on the team luggage worksheet.

4. Send luggage

(1) Use the luggage cart to send the luggage to the room according to the room number, and write down the room number Number of pieces of luggage.

5. Registration form

(1) Fill in the team luggage worksheet, write down the number and time of luggage sent to the room, and report any questions to the foreman.

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(2) The foreman checks the room number and number of pieces filled in the team luggage worksheet and then summarizes and files it.

●Luggage storage

1. Receive guests

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(1) When guests come to store their luggage, the concierge should greet them warmly: "Do you need to store your luggage?"

(2) Ask about the number of luggage, storage time, and name , room number: "Excuse me, sir, what's your surname... Please show me your room card... Your luggage is... one piece, and it needs to be stored at..."

(3) Ask if there is any in the guest's luggage. For valuable, fragile or dangerous goods, "Are there any valuables in your luggage?"; If there are valuables: "Please store your valuables at the checkout counter at the front desk"; If it is dangerous goods: "Please wait a moment, I will Contact the Department of Safety and Security for you." If it is fragile items: "Sorry, for the safety of your items, it is not convenient for us to store fragile items."

(4) Fill in the storage sign and have the guest sign it. Give the lower couplet of the storage sign to the guest and tie the upper couplet to the storage items. If your luggage is found to be damaged, you should make it clear to the guest and explain it on the lower link of the luggage tag.

(5) When storing more than two pieces of luggage, tie them together with ropes. If the team is not here to collect the luggage of guests, tie an entry luggage tag to each piece of luggage and write the room number and name of the guest.

2. Registration

(1) Place the stored luggage in the luggage room, fill in the "Luggage Storage Form" and indicate the location of the luggage storage.

( 2) If the guest's luggage is only temporarily stored, fill in the "Luggage Temporary Storage Registration Form".

3. Baggage issuance

(1) When picking up the luggage, the guest should give the storage tag After checking the lower link, release the luggage and ask the guest to confirm.

(2) Sign the luggage storage registration form.

(3) If the lower link of the storage tag is lost when the guest picks up the luggage, It should be reported to the foreman and cannot be distributed at will.

A. Ask the guest to present a valid ID and make a copy for future reference.

B. Ask the guest to add a signature statement on the luggage storage tag.

(4) If the luggage storage tag needs to be altered, the signature should be placed on the altered part.

(5) After it is issued, the upper and lower sides Book together and file together.

4. Luggage storage time

(1) Generally, large luggage can be stored for up to 6 months, and small luggage can be stored for up to 3 months.< /p>

(2) Overdue storage will be charged as overtime. Before charging, the guest must be contacted to inform the guest that charges will be charged.

● Delivery of guest items (messages, letters, newspapers)

1. Accept registration

(1) The concierge will fill in the time of receipt of the message and letter on the "delivery form" and sign it.

2. Delivery

(1) Urgent delivery, ordinary letters will be delivered within 20 minutes.

(2) Ordinary messages, letters, newspapers, please contact the relevant staff to open the door and deliver them to the work desk.

(3) For express mail, guests should be asked to sign their name: "Sir, please sign here."

(4) When delivering newspapers and magazines, you need to count the number of copies and fill in the form Register and deliver according to the newspaper distribution form, please sign the recipient.

3. Fill in the form

(1) The sender signs and fills in the "Guest Items Delivery Form" and sends it Time.

●Entrusted agency services

1. Accepting agency services

(1 If you need to go out for shopping, repair and other agency services, the lobby desk will accept them.

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(2) Fill in the agency service notice, collect the advance payment and ID, and indicate the specific requirements.

(3) One copy of the service notice will be given to the guest, and the other copy will be given to the guest. Keep another copy for the concierge who is going out to handle the matter.

2. Outgoing handling

(1) Go out to handle the matter for the guest according to the guest's request.

3. Will Notify guests of the handling situation

(1) After the receptionist has completed the service, hand the items to the reception desk for signature.

(2) The reception desk will inform the guests that if the guests are in the room, they can Arrange for the concierge to deliver the items to the guest room or handle them according to the guest's request or ask the front desk to leave a message and deliver them to the guest room.

(3) When the guest's requested agency service cannot be completed, the guest should be notified and handed over: "Hello, sir. !I am the greeter. The agency you asked for...due to... reasons cannot be completed as scheduled. I'm sorry! We will help you work harder through other methods."

●Entrusted agency service

1. Send letters when going out

(1) At 9:00 and 15:00, the letters and packages received will be sent from the check-in desk to the post office.

2. Communication

(1) Telegraph services need to be handled at the post office.

(2) Guests are asked to write down the mailing address and content.

(3) Question Check whether it is urgent.

(4) Prepay the fee.

(5) Go to the post office to complete the request according to the guest's request.

3. Inquiry

< p>(1) Make complete consultation materials (in-store consultation and city consultation).

(2) Answers must be detailed, clear and accurate.

(3) Make instruction cards to Better serve guests

(4) Seek internal cooperation and pass on consultation information to other front desk positions.

4. Express delivery

(1) Understand Type of item, weight, destination: "Sir, what item do you need to express? Where to send it?".

(2) Explain the prohibited postal restrictions to guests: "Sir, the Post Office The prohibited postal restrictions are...".

(3) If it is an international express delivery, explain the customs restrictions and international shipping matters to the guest: "

Sir, the customs restrictions and international shipping regulations are..." .

(4) Provide one-stop services for packaging and shipping.

(5) Contact the courier company to collect the goods at your door.

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(6) Record the consignment note number.

(7) Give the consignment note to the guest and collect the fee.

(8) Please ask for valuable or fragile items Consignment by a professional company.

5. Pick-up

(1) Determine the time, location, and payment information in writing: "Sir, please fill in the "Hotel Guest Vehicle Form"/Sir, you When you are free, please go to the reception desk and sign the "Hotel Guest Car Form" for confirmation.

(2) Make it clear the meeting place.

(3) Confirm the flight before departure Wait for the arrival and departure time.

(4) Master the contact information of the booker to prevent pick-up errors.

6. Travel

(1) Establish Attractions and travel agent files.

(2) Recommend valuable routes to guests: "Sir, I suggest you travel this route, which is more in line with your needs. If you are willing, we can help you contact a reputable company "Good travel agency"

(3) Contact a reputable travel agency for the guest.

(4) Clearly tell the guest the location and exact time: "Sir,...time...hours" Please wait at..., the travel agency will have a special car to pick you up at the border."

(5) Clarify the precautions for the journey to the guests: "Sir, please take care of the cash and valuables you bring during the journey. , bring all daily necessities, and if you have any needs, you can ask the tour guide immediately."

7. Book a room

(1) Learn more about guest requirements: "May I ask when and what type of room you want to book? room?”.

(2) Book a room as required and obtain confirmation: “Sir, we have booked a room for you at... hotel of... type... at..., and the other party has sent a written confirmation. , you can just bring this confirmation to...the front desk of the hotel. I wish you a smooth trip!".

(3) Clarify the reservation guarantee conditions.

(4) If there is a waiting period for reservation, etc. , explain to the guest.

(5) Give the written confirmation information to the guest.

8. Order food

(1) Understand the special dining inside and outside the store Place.

(2) Understand the needs of guests.

(3) Recommend appropriate places to guests.

(4) Make reservations with restaurants and ask for their attention Guest

(5) Confirm to the guest that the reservation has been completed.

9. Book a car

(1) Establish a cooperative relationship with a reputable taxi company.

(2) Inform the guests of the procedures required by the car rental company.

(3) Arrange the guests to go through the procedures with the car rental company.

10. Book tickets

(1) Be familiar with the addresses, telephone numbers and contact persons of local air ticket agencies, train stations, terminals, theaters, etc.

(2) Understand guest requirements.

(3) Clarify the extent to which changes can be made if the guest's request cannot be met: "Sir, if you cannot book the...ticket at the...time you need, can you change the booking to another one?" .

(4) Statement to the guest Cancellation conditions: "Sir, if you cancel later, you will have to bear the refund loss, which is...% of the ticket price."

(5) Assist guests to go out.

11. Order flowers

(1) Establish a good relationship with the florist

(2) Record and repeat the guest's request: "Sir, you need to order a... yuan standard flower basket/bouquet for... day , come and pick it up at... that day, right?"

(3) Order flowers according to the guest's requirements.

(4) Calculate the cost and ask the guest to pay.

< p>(5) Deliver the flowers to the designated location.

12. Record

(1) Fill in the "Outing Registration Form".

●Hotel guests Correspondence processing

1. Receipt of correspondence

(1) The concierge must register the message sheets, emails, letters, newspapers and faxes sent from the front desk.

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2. Sending letters

(1) Guests’ ordinary letters, messages, notices, faxes, newspapers, etc., will be delivered directly to the guest room by the receptionist/doorman.

< p>(2) For special letters, the greeter must call and then hand them to the guests and ask them to sign the receipt book.

<

p>3. Record and archive

(1) Record the delivery time and sign the greeter’s name.

(2) Leave the message, relevant documents, and records in the archive for later use. Check.

4. Return

(1) Letters to guests who cannot be found are generally kept for one month.

(2) Special letters are kept for 3 months -Return to the original place after 5 days.

●Message processing

1. Search guest information

(1) After receiving the message request, quickly search it on the computer Whether the guest's name and room number match the information provided by the person who requested to leave a message: "Sir, do you want to leave a message for...room...? Please wait...".

(2) Check whether the guest is staying store, whether the guest has arrived in advance but has not yet checked in, unless the guest has checked out and left the store, otherwise leave a message.

2. Accurately record the content of the message

(1) Record the message method Name, phone number, and where the call came from: "What is your last name? Please leave your contact phone number."

(2) Accurately record the content of the message.

3. Repeat the message content

(1) Repeat the other party’s name, phone number, hotel guest’s name and message content for confirmation: “Let me repeat the content of your message: You are... Mr. ..., please leave a message for Mr. ... in the ... room, asking him to ..., is that so? Thank you, we will forward the message to you in time. Goodbye, Mr./Ms. ".

4. Message note processing

(1) Print the message note and put it in the message envelope.

(2) Give a message to the receptionist and send it to the guest room within 15 minutes. Keep the message for future reference.

5. The switchboard operator will take the message

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(1) Turn on the message light on the phone in the guest room through the telephone system to notify the guest to check the message.

(2) Notify the front desk to process the message note.

< p>6. Guest messages

(1) After recording the guest's room number, current time, and guest name on the guest's message register, the receptionist will sign and take it away and send it to the guest's room.

●Searching

1. Write the name

(1) Write the name of the guest being searched for on both sides of the missing person sign.

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(2) Do not write the guest’s name and room number at the same time.

2. Searching for people

(1) The receptionist wears white gloves and holds the Hold the missing person sign and ring the small bell on the missing person sign.

(2) After finding the guest, tell the guest the reason: "I'm sorry, Mr./Ms.... I'm looking for you."

( 3) After use, wipe the missing person sign clean for easy use next time.

3. Record

(1) Register on the "Work Task Record Form".

● Handling of telex, fax, and telegram

1. Receipt

(1) After receiving the call, go to the business center to pick up the fax, count the copies, and send them Sign the copy and first record the date and time on the back of the fax envelope.

(2) Carefully check each page of the fax to avoid putting faxes from different rooms into the same envelope.

2. Inquiry

(1) After receiving the fax from the guest, quickly check the computer and the "Hotel Team List" to check the room number.

(2) For temporary inquiry Faxes that do not come with the room number should be placed in the guest pick-up counter, checked every night, and tracked and checked.

3. Distribution and sorting of faxes

(1 ) After faxing the room number, you need to register it on the "Guest Telegraph and Telefax Booklet", which mainly includes the date, time, room number, guest name, category, number and the name of the signer.

< p>(2) Urgent mail must be stamped with the special stamp "Urgent Mail".

(3) After registration, it will be sent to the room.

(4) If there is a reservation by fax, the guest will arrive If you are in the store, you need to leave a message and enter it into the computer, and enter the fax serial number for easy inquiry.

(5) Put a label on the front of the fax envelope, indicate the arrival time, and indicate that the reservation has been entered into the computer .

(6) Leave the first message to the front desk and pin it on the guest registration form, indicating that the guest has a fax to remind the receptionist.

(7) In the "Guest Item Delivery Form" Register online.

(8) After guests arrive at the store and receive the fax, please sign for it and leave a message on the computer as a note.

(9) When arriving at the store and arriving the next day Faxes from hotel guests are placed in the fax folder at the front desk, and faxes from other reservation guests are placed on the pick-up counter.

(10) The morning shift staff sort out the faxes from guests who arrived at the hotel that day and have reservations. Follow the above method to register.

4. Processing of faxes after guests leave the hotel

(1) After checking the computer and finding that the guest has checked out, quickly check the check-out time. If it is just after checkout For the guest's fax, you need to contact the cashier, guest room, and restaurant to try to find the guest.

(2) After confirming that the guest cannot be found, you need to check the computer to complete the guest's name. The Hong Kong Pinyin and Chinese names, Japanese Romaji and Chinese Pinyin of Japanese guests must be written in full.

(3) Faxes from guests leaving the hotel must also be labeled on the envelope to explain the reason.

5. Processing of faxes received when guests come to pick up the counter

(1) Put the faxes received during the shift that cannot be found for the guest room number into the fax folder at the front desk, and track them continuously for each shift Inquiry, a reply will be sent two days later to explain the inquiry situation, and the guest will be asked to pick up the locker for routine inquiry processing (inquiry and verification once every night).

(2) Faxes after leaving the store will be posted the next day Enter the waiting room to pick up the locker.

(3) For the faxes received by waiting guests to pick up the locker, the night shift staff will check it with the computer, team reception sheet, and mail transfer at 9:00 every day.

< p>(4) Every Monday, the front office manager is responsible for sorting out the faxes on the counter when guests come to pick them up, and faxes that have been kept for more than ten days are put in the backend for future reference.

6. Fax reply

(1) Faxes from departing guests will be responded to on duty. Faxes that cannot find the room number will be responded to on the evening shift the next day.

(2) Faxes that need to be responded to early in the morning At 14:00 for the shift and 22:00 for the evening shift, the shift will be responsible for sorting it out. After submitting it to the foreman for confirmation, the business center will print a fax reply form (print it on a typewriter in English and write it in block letters in Chinese).

(3 ) The printed reply form will be handed over to the department for issuance and will be implemented before get off work.

(4) After the reply is sent out, attach it to the fax.

7. Processing of telegrams

(1) After receiving the telegram, process it in the computer Verify the guest's room number.

(2) After finding the room number, register it on the "Telegram and Telegraph Delivery Book" and send it to the room.

(3) The telegram is kept for one day If it still cannot be found, a copy should be made and returned, and the copy of the telegram should be placed in the "Customers Pick Up Cabinet".

(4) After ten days of retention, the front office manager will put it away and unify it. Put it in the background for future reference. In the meantime, you still do the same inspection work as when guests come to pick up the fax in the cabinet.

(5) For telegrams that cannot be delivered, a reply should be given to the sender and informed that the guest has not received it. Reasons for arriving at the telegram (attached form).

●Night shift baggage work

1. Taking over the shift

(1) Arrive at the designated time and hand over the baggage room Check the luggage items and do the handover work.

(2) Lock the luggage room door in time, put the key in the concierge desk work drawer for safekeeping and sign for handover.

(3) If you need to leave for some reason during the night shift, you should notify the lobby (including going upstairs to deliver luggage, express mail, and meals).

2. Turn off the lights

(1) Close the lobby at 24:00 at night For the outer canopy lights and chandeliers in the lobby, all lights in the lobby will be turned on at 5:30 the next morning (depending on the actual situation).

(2) Turn off some lights in the luggage room at night.

(3) The work station is at the concierge desk.

3. Duty desk

(1) The service standard is the same as during the day.

(2) If you want to have a big night meal (22:30-23:30), you should inform the lobby, and breakfast will be served from 6:30-8:00.

(3) Turn off the lights according to the situation to save energy (passenger flow).

(4) Unrelated persons are not allowed to be brought to the luggage room at night, and no one is allowed to stay alone in the storage room of the luggage room. If you need to enter the storage room for work, you should open the door and enter with the security personnel.

4 .Make a list

(1) Based on the departure group list issued by Tuanlian and the customer notification from the travel agency, make the "departure group list for the day".

(2) According to From the front desk team table, find out the reception travel agency where each check-out team is located, and indicate it on the day's check-out team table.

(3) Make a room number list for the next day's check-out team, and indicate it The number of pieces of luggage of the original group and the time to collect the luggage.

(4) For key groups, mark the word "VIP" on the departure room number sheet and the departure group list on the day.

5 .Hygiene

(1) Mop the floor of the luggage room, scrub the luggage cart, and wipe the dust on the service desk every day.

6. Pick up and deliver newspapers

(1) From 8:00 to 9:00 in the morning, deliver newspapers to the front office, catering department, public relations and marketing department, administration department, finance department, safety and fire department, engineering department, general manager's office, Newspapers, magazines and letters from each general director's office.

(2) Deliver the newspapers in the guest rooms to the service center and ask them to fill in the "Newspaper Delivery Form".

7. Pick up the team shuttle bus

(1) Pick up the team guests at the station according to the team information sheet sent by the front desk.

8. Shift handover

(1) It will be over Please hand over the matters in writing to the morning shift.

●Accept items handed over by guests

1. Receive items

(1) Ask for the name, room number, and Unit name and phone number: "Sir, what is your room number...? Can you tell me your full name? Please leave your unit name and contact number"

(2) Understand the name of the item and Number of items: "The *** items you want to transfer are... items, which are...".

(3) Understand the recipient's name, room number, unit name, and phone number: "Please tell me to accept The person’s name, room number, unit name, phone number...".

2. Fill in the registration form and count the items

(1) Help the guests fill in the "Authorization Form for Transfer of Items" item by item ”.

(2) Check and confirm the items to be transferred, and leave the detailed mailing addresses of the transferor and the recipient.

(1) Accept the person in charge. The handler should sign after the processing is completed.

3. Handling of special items

(1) If flowers, fruits, and food are received, they must be delivered immediately. Guest room, and ask guests to sign: “Mr.

This is... handed over to you by Mr.... Please sign here"

(2) For guests who have made a reservation but have not arrived, they must notify the person who left the letter the next day to pick it up: "Sir, I am the receptionist of Jinding International Hotel. You entrusted us to transfer it to Mr. Li... on the day... Mr. Li has temporarily changed the reservation. For future check-in, please come to the hotel to retrieve your belongings at your convenience. Sorry to bother you." /p>

(3) For such items that are handed over to the visitor, the guest should be asked: "What will be done if the recipient does not come to pick it up within two days?" Then follow the guest's request.

< p>4. Notify guests

(1) If the items are to be handed over to guests, they should be contacted by phone first. If the guest is in the room, send it to the guest room: "Is this Mr. Li? I am the guest. Mr.... will give you a copy..., and if it is convenient, I will help you bring it to your room."

(2) If the guest is not in the room, you should write an "email message sheet" to notify the guest to pick it up: " Mr. Li: Hello,... Mr.... handed you a copy... at the welcome desk. After you come back, please go to the welcome desk to pick it up at your convenience. Thank you! Welcome... specific time".

( 3) Turn on the message light in the room.

(4) After the guest takes away the items, clear the message sheet and turn off the message light.

5. Pick-up requirements

(1) When the pick-up person comes to pick up the items, he should show the corresponding ID and sign: "Sir, please show your ID... OK, thank you!" "Please sign the transfer list, thank you." .

(2) If the recipient is entrusted by others to pick up the parcel, the recipient must sign and copy his ID for future reference: “Sir, please show your ID card and we will Make a copy for future reference."

6. Organize and check

(1) Check and transfer each shift, check the computer and team reception sheet, and transfer it to the store arriving the next day and those who are about to arrive. Enter the guest's item information into the computer to ensure that it is delivered to the guest in a timely manner.

(2) For items that have exceeded the pickup date or have not been picked up for a long time, contact the person who left the item/pickup.

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(3) Every morning shift, recheck the items that were not taken away the day before and copy them once.

●Umbrella rental

1. Provide services

(1) When you find it raining, immediately pull the umbrella stand to the door.

(2) Prepare the umbrella rental registration book,

2. Apply for umbrella rental service

(1) When a guest asks to borrow an umbrella, immediately take out the umbrella rental registration book and ask the guest "Hello, how many umbrellas do you need?"

(2) After the guest answers, immediately take the umbrella to the guest from the umbrella stand and ask the guest to check whether there is any damage.

(3) Politely ask the guest to fill in the rental form "Hello, umbrellas in our hotel are free For rent, you need to pay a deposit of 20 yuan per umbrella. When you return the umbrella, we will return the deposit to you."

(4) If you are a hotel guest, please show your room card. Record the room number and ask the guest to sign in the registration book.

(5) Register in the umbrella rental record book.

(6) Notify the front desk of × room rental × umbrella.< /p>

3. The guest returns the umbrella

(1) When the guest comes back, immediately walk up and say: "You are back, do you need to return the umbrella?"

(2) Check whether the umbrella is damaged. If it is damaged, politely ask the guest to compensate according to the hotel's compensation system.

(3) If the umbrella is not damaged, the deposit will be returned to Guest, I wish you a pleasant stay at our hotel.

Inform the front desk when guests return their umbrellas.

●Umbrella storage

1. Provide services

(1) When you find it raining, pull up the umbrella stand immediately Go to the door.

2. Apply for storage service

(1) When you see a customer bringing an umbrella into the store, take the initiative to cover the customer’s umbrella with a plastic bag.

(2) If the guest needs to store an umbrella, lock the guest’s umbrella on the umbrella stand and give the number tag to the guest.

And remind the guest not to lose the umbrella tag to avoid disputes.

(3) If the guest refuses to store the umbrella on the umbrella stand, please use a plastic bag.

(4) In principle, guests with umbrellas are not allowed to enter the hotel. If the guest insists, then Wrap the umbrella head with a plastic bag.

(5) The number plate must be given to the guest with both hands.

(6) The key chain is placed in the drawer, and everyone has the key to the drawer.

3. Guests taking umbrellas

(1) When guests leave the hotel and ask for umbrellas, the greeter should take the initiative to greet them and say: "Hello, please show the umbrella sign." ”.

(2) Take out the umbrella and return it to the guest according to the number of the guest’s umbrella sign, and say goodbye to the guest.

(3) Take the umbrella according to the number of the umbrella sign to avoid Taking someone else’s umbrella by mistake.

●Requesting a car from a valet

1. Temporary booking of a car

(1) If the guest wants to rent a car, ask for the room number and purpose. Address, time of request, one-way or round-trip, car type, retell the requirements and record them: "Mr. Li, what is your room number...are you going to..., are you going to and from...? What time do you need? What type of vehicle do you need?" Retell the requirements. : "Mr. Li, at... time, you need a... car to go to..., right? Thank you!".

(2) If the hotel guests want to leave the hotel and want to go to the airport, station, or pier, they should ask Check the guest key return status: "Mr. Li, have you handed over the room key to the front desk?".

2. Request a car

(1) Check the guest's car usage status Contact the taxi company dispatch, clarify the requirements, ask for the car number, write the car number on the taxi solicitation card and hand it to the guest: "Is this...the taxi company? I am Jinding International Hotel,... Mr. Li, a guest of our hotel, needs a car of... model to go..., (single)/round trip." "What is the number of the taxi sent? Thank you!".

(2 ) Instruct guests to wait for the bus outside the lobby. In special circumstances, clarify the requirements with the driver: "Mr. Li, please wait in the lobby. The bus you want will be here shortly. If you have other requirements, please tell the driver"

< p>3. Booking a car

(1) When guests reserve a car, they should ask clearly about their requirements and remind them whether they want a free shuttle bus. Make a record and make a reservation with the dispatcher. Write down the dispatcher's name: "Li Sir, do you want to reserve a car for... time?" "Our hotel has a shuttle bus to..., which is free for hotel guests."

(2) Guests reserve a car for the next day, Make a record and make reservations with the fleet at 22:00 in the middle shift.

(3) If guests reserve a car to the airport or station, they should ask for the flight or train number and indicate: "Mr. Li, may I ask you What flight/train are you taking?".

(4) If a guest books a long-distance bus or a minivan, the price should be informed to the guest and the relevant matters should be explained to the guest: "Mr. Li, you are booking to go to... "Long-distance bus/van, hotel". The charge is...yuan. Other related matters are explained on the "car rental form", please read it carefully. If there is anything unclear, you can ask us at any time."

4. Accept the car dispatch notice

(1) After receiving the car dispatch order issued by the administrative department, please ask the business center to make a welcome sign.

(2) Send the dispatch order to the taxi company dispatch and airport representative, ask them to sign for it, and get a copy back for archiving.

(3) Record the contents of the dispatch order in the transfer book the day before the date of use of the car. .

●Departure baggage delivery for individual passengers

1. Familiar with the customer situation on the day

(1) Familiar with the situation of the guests leaving the hotel on the day, and report the situation of the guests in the store on the day and The key guest room number for departure is copied on the pre-shift meeting form.

2. Accept guests’ luggage collection requests

(1) When guests call to ask for luggage collection, ask Room number, number of pieces of luggage and luggage collection time: "Sir, what is your room number..., how many luggage do you have, and when does it take to collect it?"

(2) If the guest is at the service desk Request to collect

For luggage, ask about the room number and number of pieces, and whether to store or check out the hotel. After filling out the check-out form, collect it according to the guest's request.

3. Enter the room to collect luggage

(1) According to After leaving the hotel, go upstairs to collect your luggage and keep the luggage tag with you.

(2) Before entering the room, knock on the door, announce your door, push the luggage trolley, and arrive at the guest room within 3 minutes: use the middle finger of your right hand Knock the door gently three times, say "Hello, greeter" (in Chinese or English according to the guest's nationality) and stand directly in front of the peephole of the door, waiting for the guest to open the door. If no guest opens the door, count to ten silently in your mind and then knock three times with a little force.

(3) Greet the guest "I am the concierge, can you come and collect your luggage now?"

(3) Greet the guest. p>

(4) Count the number of luggage with the guests, check whether there is any damage, and confirm whether there are any leftover items.

(5) Guide the guests to the lobby and ask if they want to collect their luggage. What luggage should be collected, and the luggage tag should be handed over to the guest, and the guest should be informed to pick up the luggage at the concierge service.

4. Temporary luggage storage

(1) When the guest takes the luggage When going downstairs, the concierge should take the initiative to help, ask about the room number, luggage storage or check-out, and remove the entry luggage tag and replace it with the departure luggage tag.

(2) For those who are not leaving temporarily. Baggage should be given a storage tag. Baggage that has been stored for more than one hour must be tagged. Baggage that has been stored for less than one hour must be tagged. Baggage that has been stored for more than one hour must be placed in the luggage room. If two or more pieces of luggage are stored, they must be tied together with a luggage rope. .

5. Say goodbye to guests

(1) Ask guests leaving the hotel politely about their keys.

(2) Carry guest luggage Please confirm the car and ask the guests to confirm.

(3) Say goodbye to the guests, "I hope you will come next time" and write down the car number of the guest.

6. Fill in the form

(1) Fill in the individual check-out registration form.

● Team luggage delivery

Shift handover

1. Understand the customer situation

(1) In-store teams/meetings, departure teams/out-of-store individual guests, and VIP guests on the day of the meeting

Teams/meetings that will arrive at the store.

2. Check the baggage in the baggage room

(1) Handle the baggage handover according to the handover matters at the baggage service desk. Check whether the baggage handover content in the book is consistent with the physical object in the baggage room.

(2) Match the physical baggage with the handover class Check whether the contents on this and the luggage storage registration form are consistent.

(3) Fill in the "Luggage Room Storage Report Form" and submit it to the foreman.

3. Handover of customer service supplies

(1) Check whether the umbrellas on the umbrella stand and the guests’ rental umbrellas match the total number of umbrellas.

(2) The number of wheelchairs for disabled people.

(3) Hotel signage.

(4) Whether the number of other guest service luggage tags and storage tags is sufficient.

4. Guest items

(1) Whether the items, emails, faxes, letters, etc. that need to be forwarded or handed over to the guests are consistent with the handover matters.

(2) The processing results of the agency service have not yet been determined. Follow-up of handling affairs.

●Remarks (the particularity of Jinding International)

1. Individual guests entering and leaving the hotel (groups entering and leaving the hotel)

(1) Guests’ car doors are serviced by concierge/security.

(2) There are four people on duty; press left for Chinese to enter If you walk out on the right, one person will stand at the left door (between the hand-operated door and the sensor door); one person will stand at the revolving door (to take care of the guests coming in through the revolving door and the guests leaving the store.

< p>(3) The door on one side is isolated by a railing and is closed to traffic. When using the revolving door, (maintain the induction door cycle).

2. Carrying luggage

(1) The number of people depends on the amount of luggage.

(2) The concierge will send it directly to the room, and the foreman will fill the place.

(3) The foreman will assist with the storage procedures.

(4) Lead the guest to 7F for registration, and the concierge will take the guest to 7F and hand him over to the 7F concierge, who will stay on duty on 7F.

(5) Other situations will be handled flexibly.

< p>3. Guide people into the elevator

(1) Lead to the elevator entrance and send guests to the elevator.

(2) Provide necessary services (guidance, introduction, etc.).

4. One person at the concierge desk (usually the foreman is responsible for answering the phone and storing luggage)