Seven thousand word hotel concierge service summary, recommended collection
People often know little about hotel concierge services, and some even think that the concierge department is a manual job, but in fact, their work is much more complicated than we imagined. Today, I will share the detailed job responsibilities of the hotel concierge department summarized by senior hotel staff. Welcome Everyone collects and learns.
Concierge service concept
The scope of the concierge service in each hotel lobby and the services provided are not exactly the same. At present, the concierge service in the lobby of most hotels in China is called “BELLSERVICE” in English and “Concierge” in high-end hotels.
The hall service personnel are generally composed of hall service supervisor, foreman, receptionist, porter, commissioned agent, etc. The concierge service in the hotel lobby is actually the hotel that provides the guest service to the guests when they stay at the hotel and when they leave the hotel, as well as provide luggage and other services for the guests.
Contents of the lobby concierge service
The main content of the concierge service in the lobby is to welcome and send guests and provide luggage and other services for guests.
01
welcome guests
Service The foyer pick-up service refers to a face-to-face service for guests when they enter and leave the hotel’s main entrance. The receptionist in the hall is a special person who represents the hotel to greet the guests at the gate. It is the “facade” of the hotel and the specific embodiment of the hotel’s image.
Therefore, the receptionist in the hall must be neatly dressed, well-groomed and generous, physically fit and full of energy, and cooperate with the security guards and porters to ensure the normal operation of the welcome and drop-off services.
1. Welcome service
When the guests arrive at the store, the receptionist in the hall should take the initiative to welcome them, open the door for the guests, and warmly welcome the guests. Assist the guest to get off the bus and unload the luggage, remind the guest to check the luggage to prevent items from being left in the car, and greet the bellman in the front hall to lead the guest into the store.
2. Send-off service
When the guest leaves the hotel, the receptionist in the hall should call the guest’s car to the gate, assist the bellman to load the guest’s luggage into the car, ask the guest to check the luggage, assist the guest to get in the car, lightly close the car door, and ask The guests said their farewells and expressed their welcome to the guests again.
3. VIP welcome service at the entrance hall
VIP reception in the foyer is a kind of courtesy given by the hotel to the important guests. The receptionist should be fully prepared according to the notice issued by the reservation office, pay attention to the service specifications and politely address the VIP by name or title. According to the needs of the reception specifications, the receptionist is also responsible for raising and lowering the national flag, the Chinese flag, the store flag or the colorful flag.
When in-house guests and past guests enter or leave the hotel, the receptionist should also greet them warmly and do a good job in the corresponding service work. The receptionist in the hall is also responsible for maintaining the order at the gate and assisting in the security work; correctly directing traffic, guiding and evacuating vehicles, and ensuring smooth traffic in front of the gate; the receptionist is also responsible for answering general inquiries and giving directions, etc.
In addition to the above-mentioned main services, the receptionist in the hall should always pay attention to the following points:
(1) When it is raining, the ground is slippery or there are steps, the receptionist should put up a conspicuous sign or verbally remind guests to be careful of slippery roads to prevent accidents, and provide temporary umbrella storage services, set umbrella racks, anti-skid Dust mats, etc.
(2) Always check whether the door, glass, etc. are in good condition, and report for repair in time if any problem is found.
(3) When opening and pulling doors and gates for guests, pay attention to safety to prevent guests from colliding or being squeezed; when protecting the roof for guests (that is, blocking the upper edge of the door with hands), pay attention to the two types of people. , one is a person who believes in Buddhism, and the other is a person who believes in Islam.
4. Pick-up and drop-off service by airport representatives
According to its own service specifications and requirements, the hotel sends representatives at airports, railway stations, wharfs, etc., namely “hotel representatives” (some hotels have inherent reception points at airports, railway stations, etc.) to express their enthusiasm for the arrival of guests on behalf of the hotel. Welcome, and give cordial greetings, and warmly assist them to go to the hotel or see off guests.
Whether it is an out-of-store pick-up and drop-off service or winning customers, improving economic efficiency and service quality is an important task. Therefore, during the pick-up process, the reputation of the hotel cannot be affected by the delay in pick-up.
02
Baggage Service
Baggage service work is undertaken by the baggage office specially set up in the front office. The luggage is located inside the entrance of the gate, which is not only easy to be found by guests, but also convenient for the baggage attendant to observe the arrival and departure of the guests and to contact the check-in reception and cashier at the front desk. The baggage department supervisor directs and dispatches baggage service work.
1. Contents of FIT baggage work
(1) Enter the store
①After the guest arrives at the store, the bellman takes the initiative to greet the guest.
② Count the number of luggage with the guests and check whether there is any damage.
③ Lead the guests to the front desk to help them carry their luggage. Be careful not to damage the luggage; the valuables should be taken by the guests themselves.
④When guests check in, the porter should stand aside and wait.
⑤ Lead the guests to the guest room. After the guest completes the formalities, the bellman takes the room key from the receptionist and takes the guest to the guest room. When taking the elevator, please ask the guests to go in first, and then press the floor button.
⑥ Before entering the room, just in case, knock on the door to make sure no one enters. Put away the luggage, if it is daytime, open the curtains for the guests, hand over the keys to the guests, and properly introduce the room facilities to the guests.
⑦Ask the guest if they need other services, if not, say goodbye to the guest, leave quickly, and gently pull the door.
⑧Fill in the “Individual Passenger Baggage Handling Record”.
2. Check out
(1) Standing near the entrance of the front hall, pay attention to whether someone leaves the store at any time, and if so, immediately come forward to provide service.
(2) If you receive a phone call from a guest requesting a luggage handling service, you should ask for the room number and rush to the guest’s room immediately.
(3) Enter the room by ringing the doorbell or knocking on the door, and help the guest to move the luggage to the lobby. If the guest has not settled the bill, tell the guest where to check out and wait for the guest.
(4) Count the luggage, load the car, send the guest out of the store, say goodbye to him, and wish him a smooth journey and a happy trip.
(5) Fill in the guest’s “check-out baggage handling record”.
3. Contents of team luggage service
(1) Enter the store
①When the luggage arrives at the store, the foreman will count the number of pieces of luggage together with the luggage delivery person, check whether there is any damage, and then fill in the “Luggage Entry and Exit Registration Form”.
② Transport the luggage to the luggage room, arrange it neatly, and hang the luggage tag. It is best to cover the luggage. After getting the room assignment table, find out the guest’s room number and write it on the luggage tag.
③ After assigning the room, send the guest’s luggage to the room as soon as possible. If there is any error, report it to the foreman and supervisor on duty immediately, and cooperate to find out.
④The transportation of luggage shall be recorded in detail, checked and archived.
⑤ In the process of delivering luggage, you should be serious and responsible, try not to make mistakes, ensure that the luggage is intact, and be polite to the guests.
(2) Check out
①After receiving the notification of the group’s luggage leaving the store, accurately record the departure time of the luggage of its number in the handover book, find out the luggage form filled out when the group entered the store, check it, and create a new form.
②According to the number, name and room number of the team, collect luggage on the corresponding floor and check it with the guests.
③ Gather the luggage and transport it to the luggage department. After inspection, sign the “Luggage Entry and Exit Registration Form”, cover the luggage, and paste it on the form.
④After the luggage delivery vehicle arrives, assist in loading the luggage, and the team leader will count the number of luggage pieces, sign the “Luggage Entry and Exit Registration Form”, and indicate the vehicle number.
⑤ The foreman will keep the completed “luggage entry and exit registration form on file”.
3. Baggage storage and retrieval service
When hotel guests are staying, some luggage and valuables need to be stored. At this time, the concierge should lead and assist the guests to do the storage service. When the guest leaves the hotel, the concierge should help the guest to pick up the stored items.
03
Other Services at the Concierge
The front office baggage service has a wide range of services, and each hotel has different service contents according to their actual conditions. The following are the more common service items:
1. Elevator service
Most modern hotels use escalators, which do not need to be attended or serviced. However, in order to show the concierge specifications to some important guests or to evacuate the guests as soon as possible, the hotel luggage service office sends a porter to operate the elevator for the guests or take care and guide the guests at the elevator entrance.
2. Call for tracing service
At the request of the guest or visitor, the service staff at the baggage service counter can assist the guest to call for someone in the public areas specified by the hotel. Service personnel use person-seeking signs with soft lighting and crisp, low-volume bells or buzzers. In the process of tracing people, service personnel should pay attention to their pace and volume control so as not to spoil the atmosphere of the hall.
3. Delivery forwarding service
The content of delivery and forwarding service mainly includes: guest’s mail, message, newspaper, guest’s items, internal documents, etc. There are two ways to deliver mail items and leave messages: most hotel lobby service staff stuff guest message notes, ordinary letters or newspapers into the room from under the door, so as not to disturb the guests as much as possible; telegram, telex, fax , registered letters, parcels, money orders and other related items must be handed over to the guests in person, and the guests are asked to sign on the registration book.
When providing delivery and forwarding services, the following 5 aspects need to be paid attention to:
No delay, important things must be signed;
Stamp the time on emails and guestbooks;
Do not open or read guest emails or messages;
After completing the task, you must fill in the “Baggler Work Task Record Form”;
When delivering mail to guests in a restaurant or lobby, it is best to use a tray.
4. Rental service
In order to add service items to meet the needs of guests and improve service quality, many hotels provide guests with rental bicycles, umbrellas and hotel-specific car services. The service staff will explain the rental method to the guests, please fill in the rental form, pay the deposit in advance, and go through the formalities. Guests who rent vehicles should be reminded to pay attention to safety.
5. Book a taxi service
The baggage attendant in the hall should fill in the customer’s car booking request accurately and timely in the taxi reservation record form, notify the reservation service desk of the hotel team or the taxi company in writing, and pay attention to the implementation.
6. Parking service for guests
Some hotels have dedicated parking staff at the front lobby baggage service to be responsible for the parking of guest vehicles. When guests drive to the hotel, the parking clerk will hand over the vehicle key to the guest and drive the guest’s car to the parking lot.
At this time, you should pay attention to check whether there are valuables left in the car, whether the vehicle is damaged, and whether the door is closed. After the vehicle is parked, fill in the parking location, parking space, manager, etc. in the record book. When the guest needs to use the car, he must show the storage card. After checking, the parking clerk will go to the parking lot to drive the guest’s car to the hotel gate and hand it over to the guest.
Hotel concierge service staff service skills requirements
Hotel concierge services are usually provided by front office staff. Its job position is generally located in the concierge department in the lobby, and each position has its work service standards and requirements:
01
Front desk concierge service standards
Dress according to the regulations before taking up the job. The clothes are neat and tidy, and the leather shoes are bright; a badge is worn on the left chest;
Stand up for service when on duty, stand upright, keep a natural and friendly smile, and do not leave at will at any time.
Polite and thoughtful, hospitality and friendly, take the initiative to say hello to the guests, use honorifics to the guests, the language is standardized and clear, if you are busy, please wait for a while.
Warmly receive guests, receive Chinese and foreign guests in the corresponding language, and provide thoughtful and meticulous service.
The attitude is kind and cordial, do not refuse the guests, and make the guests feel cordial and happy.
The service is fast and accurate, and the check-in procedure for guests should not exceed 3 minutes.
Accurately and timely inform the relevant departments of the arrival and departure time of the guests and the arrangement of various activities to ensure that the connection is error-free.
All kinds of working supplies at the main desk in the lobby are in good condition, effective, neat, clean and orderly, the surrounding environment is clean and tidy, and the bonsai is bright and beautiful.
Managers insist on supervising the service site and keep a record of job inspections every day.
Do a good job of handover records, and the handover work is clear, accurate, timely and error-free.
02
Employee service skills requirements for welcome posts
The greeter is the front office employee who stands at the entrance of the hotel and is responsible for welcoming the guests.
Usually held by men, the work procedure is:
1. Greet the guests
(1) When the guest arrives, nod to him and say “Welcome” to express welcome. If the guest arrives by car, the door should be opened for the guest, and the right hand should be placed above the door to remind the guest not to meet each other. Be extra careful when opening and closing doors to avoid trapping guests.
(2) Assist the bellman to unload the luggage and check whether there are any omissions, then close the door and step back, thank the driver, and signal the driver to drive.
2. Direct the traffic in front of the gate
The greeter must grasp the traffic situation in front of the hotel and keep in mind the address of the parking lot, so that the vehicle can be quickly and accurately indicated.
3. Do a good job in front of the door
Greeters can take advantage of their special jobs to pay attention to pedestrians at the door, detect suspicious persons in time, and assist in the hotel’s safety work. For those who behave abnormally, they should be adaptable and tactful to prevent them from entering.
4. Answer the customer’s questions
The greeter is in a special working place, and guests often ask them about the situation by the way, such as hotel facilities, the location of some entertainment activities, the location of scenic spots in the city, etc. A satisfactory answer from the guest.
5. Send guests off
When the guest leaves the hotel, the greeter should take the initiative to greet the guest, assist the porter to pack the luggage, help the guest to load the luggage into the car, and let the guest verify the number of luggage. When the guest gets in the car, thank the guest for coming to the hotel, wish the guest a pleasant journey, then close the door for the guest, say goodbye to the guest with a smile, and watch the guest’s car leave.
The Conception of Improving the Quality of Hotel Concierge Service
The hotel has made great progress in the concierge service compared with the past, but there are still some deficiencies in some aspects, such as the responsibility of receiving guests, the division of labor is not clear, the concierge service cannot keep up with the psychological needs of the guests, and the discriminatory guests in reception cannot be treated equally. ,equality.
In order to further improve and enhance the quality of the concierge service in the hotel lobby, the following points must be noted:
01
strengthen training
Personnel are determined according to their posts, and the post responsibility system is implemented. Improve the quality of concierge services.
1. Pick-up etiquette training
(1) Master the arrival time
The escorting personnel must accurately grasp the arrival time of the plane, train and ship that the guests take, and should notify in time if there is any change.
(2) Pay attention to the etiquette when picking up the station
For guests who have made a reservation in advance and come from afar, they should take the initiative to meet them at the station, wharf, or airport. Generally, it is necessary to arrive 15 minutes before the arrival of the flight, train, and ship, so that guests who have traveled long distances to their destination will not be unhappy due to waiting.
(3) Clothing requirements
When receiving guests from different countries, they should take into account the habit of clothing colors that they can accept. The receptionist should be familiar with the color preferences of people from different countries.
2. Reception etiquette training when arriving at the store
(1) Welcome greetings
The reception staff should greet each other with a smile, first the guest of honor, then the entourage, and then the female guest and then the male guest.
(2) Issuing the room card
Hand over the room card to the guests in time, open the elevator door for the guests, invite the guests to enter the elevator with gestures, and take the initiative to help the guests who are inconvenient to enter the elevator.
(3) Queue to welcome
When important guests or groups arrive, organize waiters to line up at the door to welcome them. The clothing should be neat and tidy, and the spirit should be full. When the guests arrive, they should applaud. When necessary, the general manager and relevant leaders should come forward to greet them. The team shall not be disbanded until all guests enter the store or all vehicles drive away.
3. Drop off etiquette training
(1) Specifications
The specifications of the farewell are roughly the same as those of the reception, except that the order of the main guests is exactly the opposite of that of the welcoming guests. The welcoming staff is in front of the guests, and the guests are in the back;
(2) Precautions
For hotels, the etiquette of dropping off guests should pay attention to the following points:
①Ready to checkout
Prepare in time for the checkout before the guests leave the store, including checking the use of drinks in the mini bar, etc., and do not catch up with the guests after the guests leave and ask the guests to make up for the “missing bills”.
②The luggage is ready
The waiter or waiter should deliver the guest’s luggage or slightly heavy items to the door.
③Open the door
The hotel staff should help the guests to open the car door. When the door is opened, the right hand hangs on the top of the car door, and the guest of honor first, then the attendant, the female guest first, the male guest, or the main guest and the guest will get on by themselves.
(3) Farewell
When sending off guests, you should take the initiative to seek the guests’ opinions on the hotel, and express polite words such as “please forgive me for the inadequacies”, “welcome again” and “goodbye”. Sending off the guests should say goodbye to the guests, wish a happy journey, and watch the guests leave to show respect.
(4) car delivery
If you want to accompany you to the station, airport, wharf, etc., you should wave your hands when the car and ship start, and you can leave after the departure.
02
Concierge service should be warm and efficient
- Whether the guest comes to check in or consult the hotel, once the guest enters the front desk of the hotel, the hotel staff must greet the guest within 60 seconds, indicating that the hotel welcomes the guest.
When guests arrive, greet them warmly and proactively. This can be said to be the first step in polite service. When greeting, use polite addresses such as “Mr.” and “Ms.”, and use greetings such as “Hello”, “Good morning” and “Good evening”. When picking up guests, pay full attention and maintain eye contact with the guests.
When a guest comes to check in, the hotel staff should give a warm reception, and at the same time limit the service time, so that the guest can complete the check-in procedure quickly.
When the guest handles the checkout and collection, the hotel staff should complete it with high efficiency.
The hotel staff should connect the phone when the phone rings three times, and the front desk must provide 24-hour telephone service.
03
Strengthen cultural construction and unite people’s hearts
A nation has its own national culture, and a hotel company also needs its own corporate culture. The construction of hotel corporate culture is not optional, but necessary for the survival and development of enterprises. When an enterprise faces various challenges, it needs all the people in the enterprise to work together and unite to overcome the difficulties.
For enterprises that have not carried out corporate culture construction, they are usually scattered, and they will think about their own thoughts when encountering problems, and no one has really thought about the development of the enterprise. In other words, they have not integrated themselves into the enterprise. among. It can be seen that the construction of hotel corporate culture is a necessary guarantee for the survival and development of the hotel.
In any corner of the hotel, there are courteous service staff, standardized operation, professional smile, and a humble demeanor, so that guests can be influenced by etiquette culture all the time. Individuals in society are always influenced by people around them. The so-called people are divided into groups. Etiquette culture not only improves the quality of hotel staff, but also beneficially affects guests and improves the quality and self-cultivation of the entire society.
The hotel service industry is a window industry. The cultural heritage of a hotel is closely related to the development of the hotel and is the core competitiveness of the hotel enterprise. The concierge service is the window of the window, which directly reflects the humanistic atmosphere and service concept of the hotel. It is also an important guarantee for the hotel to establish a service brand. The concierge service should integrate the corporate culture into the service work.
For example: The Ritz-Carlton Hotel put forward the service concept of “We are gentlemen and ladies serving gentlemen and ladies”, which is an extension of their hotel service culture.
04
Do a good job in the specific affairs of the concierge welcome and delivery work
1. Prepare in advance
To welcome and send high-status guests, arrange VIP lounges at the airport, station, and wharf in advance, and prepare drinks. Send someone to the airport to wait for the guests, instead of going through relevant formalities and claiming luggage. After arriving at the hotel, play elegant music to eliminate the fatigue of the guests’ journey. In addition, you can also prepare some latest newspapers and magazines. Staff are trained to make a good and pleasant first impression on guests.
2. Assist work
Assign someone to assist in the relevant procedures, air tickets, car, ferry tickets and baggage claim or check-in procedures. For important delegations with a large number of people and a lot of luggage, the luggage of the main guests should be taken out first, and it is best to ask the other party to send someone to cooperate and send it to the residence in time for changing clothes.
3. During the reception
Must strictly implement the hotel reception work system and other relevant regulations, and consciously maintain the reputation of the hotel. Treat customers equally and not discriminate, no matter whether they are white or black, poor or rich, domestic compatriots or foreign tourists, they should all be treated equally and equally. When serving customers, we should follow the principle of first master first, women first, men first.
4. After staying at the hotel
Master the occupancy of the rooms, make various reports about the occupancy of the rooms, provide accurate information for the operation and management of the hotel, and transmit the relevant information of the guests to various departments through computers, telephones, documents, reports and other means and channels.
5. Pay attention to separate reception
At the entrance of the hotel, don’t write the word “Welcome” in the same way, but change the language at any time according to the arrival of people of different nationalities. If an electric rotating large-character placard is installed, it will continuously rotate and display various languages, which will give guests a feeling of home away from home. In the guest’s room, a small national flag of the host country is hung, and newspapers and periodicals printed in the language of the country are placed on the table. It is believed that the emotional distance between the hotel and the guest will be significantly reduced.
05
Treat employees well
Establish an effective incentive mechanism and promotion system to achieve clear rewards and punishments
Hotel management should change the traditional attitude towards employees. People are the main body in management, which is what all managers should grasp. The relationship between superiors and subordinates in management is only a division of labor, not a relationship between domination and the ruled; on the contrary, modern management concepts tell us that management is a special service, and managers can only serve their subordinates well and help them. Subordinates make excellent achievements in their work, and managers themselves will have management performance.
The operation and management of modern enterprises must adhere to the “three gods”, namely: market, customers and employees! An old employee said to the leader in the hotel’s BBS: “Be kind to employees, be a good leader, and remember that not all you manage are machines.” I think this may be what every employee wants to say to the leader. words. “Only satisfied employees can have satisfactory service.” That is the truth.
The hotel’s incentive mechanism focuses too much on material incentives, while ignoring spiritual incentives. In fact, in addition to the traditional reward and punishment incentives, there are many incentive methods for our managers to learn from. Sometimes a smile or a compliment from a leader to an employee is more effective than a salary increase reward!
Motivating employees should focus on methods and strategies, so that rewards and punishments should be clearly defined, and merits should be rewarded.
Epilogue
For service industries such as hotels, service quality is undoubtedly one of the core competitiveness of an enterprise and the lifeline of an enterprise. A high level of service quality not only impresses customers, but also lays the foundation for their coming again. And it can make customers feel honored and establish a good brand and image for the enterprise.
The concierge service of the hotel is the window of the hotel service, the first and last contact with the guests. Whether it is shown in practice or psychological analysis, it will leave a deep impression on the guests. “Only sincere service can bring smiles from customers. “
Leaving a good “first impression” and “last impression” on the guests is an important aspect to win the satisfaction and appreciation of the guests. Hotel concierge service is a post that leaves the first and last impression on guests, and it is imperative to improve the quality of concierge service.