Workflow of Hotel Concierge Department

The work of hotel concierge is very important, and every employee should know the specific workflow. The following is the workflow of the hotel concierge department that I have compiled for you. I hope you like it.

1. Stationery handover: When Party A and Party B hand over, count the number of stationery in the stationery box, the number of luggage in the luggage room and the number of equipment in the luggage room, and Party B will sign for it after confirmation.

2. Browse the restaurant: learn about the special dishes and other service items of the restaurant that day, and inform the waiter and bellboy on duty. Ensure that every employee has a better understanding of the restaurant, including large banquets, wedding banquets, etc.

3. Assist the security guard to manage the driveway: mainly assist the security guard to manage the vehicles in the driveway and maintain the normal order of the gate driveway. In case of emergency, assist the security guard to guide the safe passage and evacuate the crowd.

4. Work records of concierge department: record the daily departure of employees, vehicle scheduling, newspaper delivery and email delivery, fill in all records in detail, classify and file them, and make sure there are rules to follow.

5. Key handover: key handover between Class A and Class B, and night luggage room.

6. Make sure that everyone knows the hotel information: Make sure that every employee knows the hotel product information, including room rates and buffet prices. , and the activities in the hotel that day. Concierge staff should remember the hotel rental price.

7. Porters must carry three items: pens, cards and luggage tags.

8. You can't bring your cell phone and pager during work hours, and your communication tools are locked in the locker, so you can't take them with you.

9. When a guest is ill, he should inform the assistant manager of the lobby. It is forbidden for concierge staff to buy medicine for guests without permission. Unless authorized by GRO.

10. Check the counter hygiene regularly: the counter must be kept clean and tidy, and all stationery should be neatly arranged.

1 1. Regular archiving: archiving by time and type for easy reference at any time.

12. prepare ropes for guests: the concierge counter should prepare a number of small rolls of ropes, scissors and other items to facilitate guests to tie them when leaving the store or mailing.

13. Answer the phone: every employee is required to answer the phone according to the unified greeting stipulated by the hotel.

14. Room facilities: remember all kinds of rooms in the hotel, floor, rent and area, etc.

15. Stamps: Concierge can provide stamp service for guests. But the postage should be charged to the guests. (cash only)

16. The fax should be completed within 15 minutes: if the guest is in the room, it must be delivered to the room within 15 minutes. If he is not in the room, leave him a message, make it clear when handing over, and send it to the next flight. If the express mail is not picked up within 1-2 days, it can be returned. The ordinary letter was not recovered for 3 days.

17. Relationship with the airport: The airport representative requires the chairman and general manager to arrange a rest place at the airport when they arrive at the airport to wait for the plane, such as the coffee shop on the second floor. The airport representative should get the boarding pass and pay the airport construction fee.

18. scrap paper: to make scrap paper into scrap paper, concierge must establish cost consciousness.

19. If the guest comes by bus, if there is a conflict with the driver, he must stand on the guest's side, let the guest enter the hotel lobby first, and the concierge will negotiate with the driver not to let the guest suffer from the fare.

20. Check whether the luggage is locked: When storing the luggage, carefully check whether the luggage is damaged or locked. If there is any similar situation, inform the guest in time, and fill in the luggage storage label carefully after confirmation (including the damaged and unlocked places).

2 1. Coordinate with guests when loading luggage, and confirm the number of luggage pieces and room number.

22. Check-in or check-out is indicated on the luggage label. After check-in, guests must store it in the luggage room. Check-out guests must carefully ask when the guests will come to pick it up and who will have dental caries.

23. Cover the luggage with a luggage net: the luggage of group guests should be placed neatly and covered with a luggage net. Confirm the number of pieces with the team leader, hang up the luggage tag, temporarily store it in the corner of the lobby, and change shifts with the night shift porter.

24. Several guests' luggage can be packed in one car, and the luggage tag shows different room numbers with different designs, such as △☆. ※. Easy to identify, complete baggage delivery service within 5 minutes.

25. If guests don't need to take their luggage: If guests ask for their luggage, they shouldn't be forced to take them to the entrance of the elevator, and wish them a pleasant stay.

26. Safe deposit box, mini-bar and fire escape: Every employee is required to be familiar with the use of safe deposit box and mini-bar and the location of fire escape in the hotel.

27. Ring the doorbell: Make sure there is no DND on the door indicator. If there is, don't ring the doorbell. If there is no doorbell, press it every 5 seconds, no more than 3 times.

28. Luggage rack size: The size and date of luggage can be classified according to the size of luggage rack, which is convenient for luggage storage.

29. Spare boxes: Generally, spare boxes are not used, and materials or supplies from some departments can be stored. If you need to use it, you need the approval of the concierge.