How to establish the management standard of concierge department

The duties of the concierge

1.

Strictly abide by the rules and regulations and service operation procedures;

2.

Command and guide the vehicles in front of the door and do a good job of welcoming guests;

3.

Pay attention to the posture, pay attention to the image of the hotel, stand upright, natural and polite.

Guests, can't make all bad behaviors that damage the image of the hotel;

4.

When driving the door, smile, bend over to meet the guests, and block the upper edge of the door with your hand.

In order to avoid meeting guests, if the guests are children, the elderly or people with mobility difficulties, help them get on the bus;

5.

When loading and unloading luggage, please check whether there are any left-over items on the car;

6.

When guests leave the hotel, they should help them carry their luggage and get on the bus. They should sit still when opening the door.

Close the door gently, bend over,

When closing the door, don't let the door catch the guests' clothes and belongings.

After the vehicle is started

Wave to the guests;

7.

Observe the movement of people entering and leaving the hall, do a good job of explosion prevention and theft prevention, and assist security personnel.

Do a good job of security when guests arrive and leave.

8.

Take the initiative to call a taxi for the guests,

Answer all kinds of inquiries from guests,

Save it for guests in rainy days,

Rent an umbrella.

9.

Stand in the designated position, pay close attention to the guest's dynamics and serve the guests at any time;

10.

Always pay attention to the receptionist's phone,

Actively and enthusiastically lead the way for the guests,

Provide accurate and flexible service for guests.

Deliver luggage and actively introduce the hotel's service facilities to guests;

1 1.

Ensure the safety of guest luggage and deliver it to the designated place in time and accurately;

12.

Grasp the arrival and departure of the guests on that day and pick up the luggage for the arrival and departure guests;

13.

Keep records of sending and receiving letters, parcels, statements, newspapers, faxes, etc.

14.

If you find anything unusual in all areas of the hotel, report it to the assistant manager of the lobby in time.

Assist assistant manager in the lobby

Maintain order in the lobby and driveway with security personnel;

15.

Go out to send parcels to buy stamps, go out shopping for customers, etc.

16.

Master the traffic and charges in the city;

17.

Strictly implement all working procedures and all rules and regulations of the hotel;

18.

Welcome guests to visit hotel rooms, and actively publicize and introduce all kinds of rooms to guests.

19.

Pay close attention to the guest dynamics in the lobby.

,

I found a place to rest, and I didn't sit properly.

,

Sleep or the first mate's chair

When guests occupy it, stop it in time.

.

Baggage storage and fire safety system

Idle people are not allowed to enter the storage room, and off-duty personnel are strictly prohibited;

There are no open flames inside and outside the storeroom, and smoking is strictly prohibited;

The room should be kept clean and tidy, and the luggage should be placed neatly;

Don't stay in the baggage room, turn off the lights before closing;

Be wary of storing inflammable, explosive and other dangerous goods in guests' luggage;

Adhere to the combination of luggage storage card and luggage tag;

Adhere to the detailed registration and collection procedures, and earnestly achieve four pairs (for the room number,

Brand, number of pieces, signature);

Adhere to detailed handover records;

When the concierge delivers the guest's luggage to the guest room, there should be a room attendant or guest present.

The concierge is not allowed to enter the guest room alone to pick up the luggage;

For the luggage and articles left by the guests, we should carefully perform the registration procedures and put away the overnight luggage.

In the luggage room, the luggage temporarily stored in the lobby should be connected in series with ropes, covered with nets and guarded by special personnel.

Prevent losses.

For the long-term luggage stored by guests in the luggage room,

Be sure to register accurately,

The key to the warehouse should be kept by a special person.

Management;

Valuables, tobacco, alcohol, food, animals and livestock are not stored;

For guest letters,

Packages should be registered for sending and receiving,

Signing procedure,

No one may detain it privately,

Destroy.

The delivery staff should carefully register the delivery time, room number and name, and file them for future reference.

Protocol entrustment system

1.

The agency content shall not violate national laws, ethics and hotel rules and regulations.

2.

Commissioned members must abide by the professional ethics of hotel staff, be loyal to their duties and concentrate on their work.

Try to meet all the needs of the guests.

3.

When accepting the matters entrusted by the guests, the entrusted members must fill in the power of attorney and report to the guests.

People explain the relevant policies.

4.

After accepting the matters entrusted by the guests, the entrusted members should immediately report to the concierge or lobby assistant.

The management report shall be handled immediately by the assigned personnel without delay.

5.

Commissioned members must abide by the law when going out, pay attention to the image, and ensure a good relationship with the outside world.

Good communication and social relations.

6.

Commissioned members must unconditionally obey the reasonable arrangement and work of the department's duty supervisor.

Work hard and have a high team spirit.

7.

Commissioned members who go out to handle guest affairs must contact the department at any time and report to the recipient.

Report the progress of the work,

It is strictly forbidden to do private affairs in the name of going out as an agent.

Once found, give a final warning.

8.

Commissioned members who go out must complete the distribution within the time specified by the concierge or the assistant manager in the lobby.

Do things,

If the time is exceeded, it must be reported to the concierge or the assistant manager in the lobby in writing.

Those who fail to report will be given.

Give a verbal warning

9.

No matter whether the matters handled by the guest are completed, they must be reported to the recipient and handed over to the guest.

A clear answer and explanation

10.

All entrusted matters, regardless of size, must be recorded in the "entrusted record".

The assistant manager of the lobby will report the entrusted development of the day to the department manager and the administrative layer.

And handle it according to related matters.

Professional training for relevant personnel.

1 1.

It is forbidden to exaggerate the difficulty of the agency process in the agency record, and it must be based on objective facts.

If the record is found to be false, the recorder and the agent will be held directly responsible.

12.

Strictly abide by industry regulations,

Keep the matters entrusted by the guests strictly confidential,

There is no external contact.

Discussion or disclosure, such as disclosure of agency matters will be given a written warning.

13.

The principal-agent only collects the direct expenses such as transportation expenses incurred in the process of agency.

And important things

Get the guest's approval first, and then show the valid bill.

14.

After the entrusted matters are completed,

Confirmation with guests should be made by the concierge on duty or the concierge on duty.

Assistant manager of the lobby has finished.

15.

It is forbidden to hint or ask for tips from guests.

At the same time, it is not allowed to ask the guest to act successfully.

Any help given by the guests will be rejected once found.

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