What's the difference between hotel concierge and welcoming guests?

Responsibilities of the head of concierge

Overall responsible for the management and training of the concierge department. Carry out the instructions of the front office manager; Timely reflect the work of the department and maintain direct contact with the front office manager;

Work content:

1. Understand the occupancy rate of hotel rooms yesterday and the predicted occupancy rate of the day;

2. Check the log to find out whether the work of the previous shift needs further progress;

3. Guide, supervise and evaluate employees' compliance with discipline and implementation of work procedures;

4. Assist the relationship between departments and relevant departments to ensure the better operation of the concierge department;

5. Responsible for the maintenance of facilities and equipment in this department and the distribution and use of various low-value consumables in this department;

6. Arrange manpower to accurately transport team and personal luggage in and out of the hotel;

7. Organize training to convey the hotel's policies and work requirements;

8. Before daily duty, carefully check the gfd of the staff on duty.

9. Stand at the counter, answer the phone and answer the guest's questions;

10. Observe the situation of the hall, maintain the order of the hall, and supervise the service of the staff of this department to the guests;

1 1. Assign the work of employees in this department and deliver various reports, newspapers, letters, faxes, information, parcels, etc. Timely;

12. Assign employees to complete temporary work;

13. Do a good job of handover, earnestly implement all the work, and avoid work mistakes;

14. Responsible for all entrusted business;

The duties of the head concierge

1. Be responsible to the head of concierge department and assist the head in department management;

2. Preside over the pre-shift and post-shift meetings and check the gfd of employees.

3. Check the registration and storage of luggage in the baggage room;

4. Maintenance of facilities and equipment by inspectors in each shift;

5. Reasonably arrange the staff on duty to take room, deliver newspapers, leave messages, fax and have meals;

6. Responsible for car rental and booking services;

7. Provide services such as renting items for guests;

8. Maintain the normal order of the lobby;

9. Check the working conditions of the employees on duty to ensure that the guests receive satisfactory service;

10. Understand the service facilities and all activities of the hotel, answer various questions of the guests, and ensure that the key guests receive special services;

1 1. Do a good job of checking and grading the employees of this class every day;

12. When necessary, accept the entrustment of the supervisor and act as his agent;

13. Complete other tasks assigned by superiors;

Duties of the porter

1, wear work clothes to work on time;

2. Self-check gfd before taking up the post to complete customer service supplies;

3. Pre-class meeting to learn about the VIP guests on that day and accept gfd inspection;

4. Provide sliding door service;

5. Handle the luggage carefully to ensure that it is not collided or damaged, carefully count it, and get the confirmation from the guests or recipients;

6. Politely guide domestic and foreign guests to the room, and introduce hotel service facilities and room equipment to the guests in correct and skilled language according to the situation;

7. Send the incoming team and individual passengers into the room quickly, and never leave your luggage in the corridor;

8. Collect the luggage of the departing team and individual travelers in time, and ask the guests to confirm;

9. Try to address the guests by their names;

10, providing mail messaging service for customers;

1 1, go out to provide customers with services such as ticket purchase and car repair;

12, providing taxi service for guests;

13, providing luggage storage and searching for people in public areas of shopping malls;

14, to ensure that all your work has been recorded correctly as required;

15, strictly abide by professional ethics;

16, strictly abide by the rules and regulations in the store, and don't make any noise in the guest area;

17, earnestly safeguard public health and take good care of labor tools and public goods;

18, complete other tasks assigned by superiors.

Bellman (content of hotel representative)

(1) Ensure that the information of each train and flight is accurate and delivered to the hotel in time;

(2) Do a good job of reception for VIP guests;

(3) Be familiar with the service facilities of the hotel, actively and enthusiastically publicize the hotel, and actively attract customers;

(4) Try to improve the relationship with airports, stations, docks, customs and other units, and do nothing that harms the personality and the interests of the hotel;

(5) Abide by the rules and regulations of the hotel and the cooperative unit;

(6) Obey the arrangement of the supervisor and actively cooperate with the supervisor to do a good job;

(7) Do well the working relationship with the team leader, report to the supervisor and foreman in time if there is any problem, and improve the service quality;

(8) Familiar with the room discount authority. In case of flight cancellation due to weather and other special reasons, arrange the original hotel guests to return to the store in time and entertain the guests without reservation;

(9) All the luggage in the car should be tied with the hotel luggage and listed;

(10) For the luggage of the guests who will not return to the store for the time being, a luggage storage sign should be issued and the method of picking up the luggage should be informed;

(1 1) Strictly implement the code of conduct for post civilization;

(12) If the guest loses the bottom line of the storage label when picking up the luggage, he should immediately report it to the foreman and cannot hand it out casually;

A, let the guests show their valid certificates and copy them for future reference. If guests check in, they need to show their room cards;

B, let the guest sign on the memory card:

C, nail the upper part and the copy together for archiving;

(13) If the luggage tag needs to be changed, you should sign the changed place. After Li Xing issued it, the upper and lower parts should be bound together and filed. Hotel ushers are responsible for receiving guests and belong to the hotel etiquette department. Find out whether the guests have reserved a table, arrange and lead them into the required place!