Concierge Job Responsibilities

Concierge staff are mostly responsible for carrying luggage and guarding doors. Their task is to report directly to the front office manager, but most concierges operate in an independent mode. Regardless of the size of the concierge, it plays a very important role in customer service. The bellman will go out to greet guests when they arrive, organize their luggage and answer all questions. When guests leave, they will help guests transport their luggage from the room to the taxi.

In a large-scale hotel, the concierge should be on duty 24 hours a day, all year round, while in an ordinary hotel, the front desk staff may have to replace the bellman's work at night. The concierge provides guests with a range of services that other departments may not be able to provide. Although it does not directly bring revenue, after the bellman's introduction, guests can use other facilities in the hotel, thus indirectly bringing revenue.

Job Discipline

1. Be careful when carrying luggage. Do not throw or kick the luggage. Do not mop the luggage on the floor and do not sit on the luggage.

2. The cart for transporting luggage should be light, go in and out of doors, and turn corners slowly, without hitting walls or doors.

3. The luggage of the tour group is not allowed to go up to the floor to be assigned a room without the permission of the foreman. The luggage is not allowed to stay in the dedicated elevator hall when not waiting for the elevator; it is not allowed to enter without permission at any time. guest room.

4. Employees working on overnight shifts are not allowed to sleep or walk around, and they must stick to their posts. They are not allowed to use stools at their posts before 1:00AM and after 6:30AM.

5. After loading the luggage in the car, immediately return it to the place where it was taken out of the car, and arrange it in order.

6. If you leave the lobby area to handle individual luggage, group luggage, group luggage room allocation, transfer rooms, go to eat, have breakfast, go to the toilet, etc., your destination must be recorded on the bellman service record form. Write the time and what happened, and write the return time after completing the return.

7. Proper registration must be made after every job is done.

8. Three people on duty can take turns to take breaks when the work is not busy, but they must take turns to take breaks within the specified time.

9. When changing change for guests, you should ask the bellman to do it.

10. You must have two pairs of white gloves at work, and a clean pair as a spare.

11. When there are no cars or guests, you should stand consciously, do not make small moves, and do not chat with security guards or others.

12. If a colleague overstays his break and does not come out to take over, he can only ask the bellman to call him. He is not allowed to leave his post without authorization until his colleague comes out to take over.

13. Do not actively ask for tips from guests.

Reference for the above content: Baidu Encyclopedia-Concierge Department