What are the educational requirements for concierge staff at Sheraton Hotels?

Concierge Department Job Responsibilities and Work Procedures

Concierge Department Status and Functions

Concierge Department is a sub-department of the front desk department, which is directly responsible for welcoming guests on behalf of the hotel. Deliver every guest, carry luggage and store luggage for guests. In addition, they are also responsible for arranging guests' vehicles, sorting guests' mail and delivering newspapers and mail throughout the hotel.

The work of the concierge permeates all other services. The lack of this work will directly affect the hotel's internal communication as well as the hotel's external reputation and image. The first department that guests come into contact with when checking into a hotel is the concierge, and the last person they contact when leaving the hotel is the concierge. Therefore, the concierge is the face of the hotel's front desk, and its words, deeds, and behavior directly represent the hotel.

The working characteristics of the concierge department are: personnel work dispersedly and the service scope is large.

Job responsibilities and quality requirements of the concierge department

Position: Concierge Department

Direct supervisor: Deputy Front Desk Manager

Direct subordinate: Deputy Concierge

Quality requirements:

More than three years of hotel concierge work experience and more than one year of deputy concierge qualifications

Fluent spoken Chinese and English< /p>

Proficient in Chinese and English writing

Familiar with local traffic conditions

Understanding the operation of the hotel front desk

Understanding the functions of each hotel department

Job Resume:

Directly responsible for the planning, organization, command and control of all concierge staff and work to meet the requirements of guests and the hotel and provide high-level services. Ensure daily work runs smoothly and efficiently. Prepare employee turnover schedules and arrange their annual leave, train all employees and regularly evaluate their work performance, and ensure that employees understand and implement all hotel rules and regulations.

Job Responsibilities:

Supervise the daily work of subordinates to ensure that arriving and departing guests receive timely care and assistance;

Supervise the handling of guest luggage, store Warehouse and record work to ensure that they are accurate;

Ensure that all mail delivery work is correct;

Ensure that all VIP vehicle arrangements are accurate;

Promptly, Answer guests' questions politely and properly handle guests' complaints about the concierge department;

Coordinate and communicate with other departments such as the catering department, housekeeping department, and security department;

Management The vehicle traffic checkpoint in front of the hotel will strengthen the supervision of taxis;

Check the grooming, behavior, etiquette and on-the-job status of subordinates;

Prepare employee replacement schedules and arrange Annual leave;

10. Train subordinate employees and evaluate their work performance;

11. Ensure that all employees understand and implement the hotel's rules and regulations;

12 , pass down the information, and report the information;

13. Hold a regular meeting of the concierge department every day to summarize the day's work and assign new work;

14. Participate in the front desk meeting every day;

15. Summarize the work of the department every month and submit a summary report to the front desk manager;

16. Other tasks required by superiors;

Position: Deputy Concierge

Direct superior: Concierge

Direct subordinate: Bellboy, doorman

Quality requirements:

More than two years Working experience in hotel concierge, and more than one year’s qualifications as bell boy

Fluent spoken Chinese and English

Proficient in written Chinese and English

Understanding the front desk department Operation

Be familiar with the functions of various hotel departments

Job profile:

Directly carry out the instructions of the concierge and take over the concierge’s duties when the concierge is absent and duties to ensure that daily baggage check-in and check-out are handled accurately and quickly. Work closely with travel agencies to handle group baggage and ensure that all parcels and letters are delivered correctly.

Job Responsibilities:

Keep track of the arrival and departure guests on the day, and ensure that warm and efficient services are provided to the arriving and departing guests;

Assign bellmen to pick up luggage and arrange vehicles for guests;

Ensure that all mail packages and letters sent are accurate;

Ensure that subordinate staff answer guests' calls politely and quickly;

Check the baggage pick-up and drop-off records, luggage room, baggage collection registration and tool maintenance and upkeep;

Coordinate and communicate with other relevant departments;

< p>Check the appearance, behavior and on-the-job status of subordinate employees;

Assist the Protocol Department in the training, assessment and evaluation of employees in the department;

Supervise and check the submission of submissions by subordinates Prepare the succession book and do a good job in the handover work;

10. Complete other tasks assigned by superiors.

Position: Porter

Direct superior: Deputy Concierge

Quality requirements:

Be able to speak English and standard Mandarin

p>

Can write simple English

Job profile:

This position is directly responsible for providing guests with luggage service and luggage storage services during check-in and check-out, and is responsible for all guests and delivery of letters, telegrams, documents and parcels from various hotel departments.

Job Responsibilities:

Know the status of arriving and departing guests on the day, and introduce hotel room facilities and other service facilities to arriving and departing guests;

Lead the way Visit the front desk, room, and introduce hotel room facilities and other service facilities to guests;

Storage and keep luggage for guests;

Answer guests' questions politely and quickly, and proactively Help guests solve problems;

Deliver mail, newspapers, messages, faxes, etc. to guests;

Deliver newspapers, letters, and front office documents and forms to other hotel departments;

If any abnormality is found in the lobby or on the floor, report it to AM immediately;

Do not ask for tips from guests;

Enforce all hotel rules and regulations;

10. Complete other duties required by superiors.

Position: Doorman

Direct supervisor: Deputy Concierge

Quality requirements:

Simple daily English and fluent Mandarin< /p>

Height 1.7 meters or above

Job profile:

This position is directly responsible for welcoming all arriving guests on behalf of the hotel, helping them carry their luggage, and directing the hotel's vehicles. Arrange taxis for departing guests.

Job Responsibilities:

Helping guests arriving and leaving the hotel to open, close, carry and place their luggage;

Greet guests and proactively call taxis for them

Direct the vehicles to check in and ensure the smooth flow of the driveway in front of the hotel;

The uniforms are neat and in good spirits;

Leave a message about the hygiene in front of the hotel in a timely manner Pick up garbage on the ground;

Keep umbrellas for guests on rainy days;

Do not leave the workplace without permission;

Other duties required by superiors.