the position and function of the concierge department

the concierge department is a branch of the front desk department, which is directly responsible for welcoming every guest on behalf of the hotel, carrying luggage and luggage storage services for the guests, in addition, it is also responsible for arranging the guest's vehicles, sorting out the guest's mail and delivering newspapers and mails throughout the hotel.

the work of concierge permeates other services, and the lack of this work will directly affect the internal communication of the hotel and its external reputation and image. The concierge is the first contact department when guests check into the hotel, and the last contact is the concierge when they leave the hotel. Therefore, the concierge is the front desk of the hotel, and its words, deeds and manners directly represent the hotel.

The characteristics of the concierge department are: the staff are dispersed and the service scope is wide.

job responsibilities and quality requirements of concierge department

position: concierge

direct supervisor: assistant manager at the front desk

direct subordinate: deputy concierge

quality requirements:

more than three years working experience in hotel concierge department and more than one year experience as deputy concierge

fluent spoken and written Chinese and English

. Function of the department

Resume:

Directly responsible for planning, organizing, directing and controlling all the staff and work of the concierge department, so as to meet the requirements of guests and hotels and provide high-level services. Ensure that the daily work goes smoothly and efficiently. Prepare the staff schedule and arrange their annual leave, train all the staff and evaluate their work performance regularly to ensure that the staff understand and implement all the rules and regulations of the hotel.

Job responsibilities:

Supervise the daily work of subordinates, and ensure that the arriving and departing guests get timely care and help;

supervise the handling, storage and recording of guests' luggage to ensure its accuracy;

ensure all postal work is correct;

make sure that all VIPs' vehicle arrangements are accurate;

Answer the guest's questions quickly and politely, and properly handle the guest's complaints about the concierge department;

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

manage the traffic control in front of the hotel and strengthen the supervision of taxis;

check the subordinates' gfd, behavior, manners and courtesy, and on-the-job situation;

prepare the employee's renewal schedule and arrange annual leave;

11. Train staff and evaluate their performance;

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

12, the next release, the next report;

13. hold a regular meeting of concierge department every day to summarize the work of the day and arrange new work;

14. Attend the meeting of the front desk department every day;

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

16, other work required by the superior;

position: deputy concierge

immediate superior: concierge

immediate subordinate: bellboy, porter

quality requirements:

more than two years working experience in hotel concierge department. With more than one year's experience as a bellboy

Fluent oral Chinese and English

Proficient in Chinese and English writing

Familiar with the operation of the front desk department

Familiar with the functions of various departments in the hotel

Job description:

Directly implement the instructions of the concierge, and replace the duties and duties of the concierge when the concierge is away, so as to ensure accurate and fast daily baggage check-in and check-out processing and closely cooperate with the travel agency.

Job responsibilities:

Grasp the arrival and departure guests on the same day, and ensure to provide enthusiastic and efficient services for the arrival and departure guests;

Assign bellboy to carry luggage for guests and arrange vehicles;

ensure that all postal parcels and letters sent are accurate;

ensure that the subordinate staff answer the guest's phone politely and quickly;

check the porter's pick-up and drop-off records, luggage room, baggage claim registration and maintenance of tools;

coordinate and communicate with other relevant departments;

check the gfd, behavior and on-the-job situation of subordinate employees;

assist the protocol department in the training, assessment and evaluation of its employees;

supervise and check subordinates to fill in the shift book and do a good job of shift change;

11. Complete other tasks assigned by superiors.

position: bellboy

direct supervisor: deputy concierge

quality requirements:

can speak English and standard Mandarin

can write simple English

Job description:

This position is directly responsible for providing luggage service and luggage storage service for guests when they check in and check out, and is responsible for all letters, telegrams, documents and parcels of guests and hotel departments.

Job responsibilities:

Grasp the arrival and departure guests on the same day, and introduce the hotel room facilities and other service facilities to the arrival and departure guests;

guide the guests to the front desk and rooms, and introduce the hotel room facilities and other service facilities to the guests;

check and keep luggage for guests;

Answer the guest's questions politely and quickly, and take the initiative to help the guest solve the difficulties;

delivering mails, newspapers, messages, faxes, etc. to guests;

send newspapers, letters, front office documents and forms to other departments of the hotel;

report any abnormal phenomenon in the lobby and floor to AM immediately;

don't ask for tips from guests;

implement all the rules and regulations of the hotel;

11. Complete other duties required by superiors.

Position: doorman

Direct supervisor: Deputy Protocol Officer

Quality requirements:

Simple daily English and fluent Mandarin

Height over 1.7 meters

Job Description:

This position is directly responsible for welcoming all arriving guests on behalf of the hotel and helping them to carry their luggage, directing the traffic of the hotel and arranging taxis for departing guests.

Job responsibilities:

Help guests who arrive and leave the hotel to open the car door, close the door, carry and arrange their luggage;

greet guests and take the initiative to call a taxi for them;

command incoming vehicles to ensure the smooth traffic in front of the hotel;

The uniform is clean and tidy, and the mental outlook is good;

Leave a message about the hygiene in front of the hotel and pick up the garbage on the ground in time;

keep umbrellas for guests in rainy days;

Don't leave your job without permission;

other duties required by superiors.

1. Take charge of the overall work of the Concierge Department, so as to ensure that the upper situation is given and the lower situation is reached, and supervise employees to provide standardized services to guests according to procedures.

2, carefully check the reasonable storage of luggage, distribution and transportation to ensure correct.

3. Assign daily specific tasks to the foreman, and direct the service work in front of the hotel when receiving special guests to ensure the safety and satisfaction of the VIPs.

4. Manage the bellboy and doorman, supervise them to operate according to the prescribed working procedures, and guide the vehicles in front of the gate.

5. Arrange staff shifts, organize training in this department, keep work diaries and record important events in the baggage department, check the appearance, work discipline and polite language of subordinates, understand the ideological trends and personal life of employees, and help employees solve difficulties.

6. manage the service tools and various business reports of the department, and handle all kinds of complaints related to their own business from inside and outside the hotel.

7. Make all kinds of relevant statistical reports, sort newspapers, express delivery, mail classification, distribute newspapers and arrange to send them to guest rooms.

8. Create a harmonious working atmosphere and reduce friction at work.

9. Complete other tasks assigned by superiors.

2. Responsibilities of the head concierge

1. Reasonably allocate the service personnel on duty. Accurately and timely transport the luggage of team and individual passengers, and provide standardized services for guests entering and leaving the hotel.

2. provide services such as renting wheelchairs and umbrellas available in the hotel for guests.

3. Check the etiquette, appearance, dress, labor discipline and work efficiency of subordinate employees as required.

4. Check and urge the staff to work according to the operating standards, assist the supervisor to train new employees and conduct on-the-job training for old employees.

5. Handle the guest's complaints about the team.

6. Fill in the shift change form and work diary to ensure the accuracy and timely delivery of all reports.

7. Do a good job in the ideological work of subordinates and mediate the contradictions among employees.

8. Complete other tasks assigned by superiors.

Third, the responsibilities of the bellman

1. Deliver the luggage to the guests accurately and timely, and provide quality services.

2. Accompany the travel agency to hand over the luggage.

3. Send letters, messages, etc. to hotel guests, and send various forms and letters to all departments of the hotel, and make accurate and detailed records.

4. Stand on both sides of the gate to welcome guests on behalf of the hotel, answer their questions and be responsible for finding guests in public places.

5. Answer the phone accurately, record the important events in a special notebook, and report the abnormal situation and special matters to the superior in time.

6. Complete other tasks.

4. Responsibilities of the doorman

1. Be responsible for welcoming the guests who arrive at the store and providing accurate and timely service for driving and sliding doors.

2. After the guest's vehicle stops, open the car door for the guest enthusiastically and actively according to the prescribed procedures to welcome the guest; When sending guests away from the store, guests call a car, open the door and send them to the car.

3. Be responsible for dispatching and controlling all kinds of vehicles arriving in front of the hotel, and keep the door clean and in good order.

4. Pay attention to the guests entering and leaving the store, report any suspicious guests immediately and take effective actions.

5. Assist the bellboy to guide and carry the luggage of arrival or departure teams and individual travelers.

6. Keep the appearance neat and friendly, and leave a good hotel image for the guests.

job requirements of baggage department staff

The work of baggage department staff is the facade of the whole hotel. The quality of the work of baggage department staff directly affects the reputation of the hotel, which is the first impression for hotel guests and an important part of the normal operation of the whole hotel. This requires that the baggage department staff should provide all aspects of quality services to the guests at any time with thoughtful service, warm smile, proper manners and high concentration of thoughts, so as to serve the image, reputation and reputation of the hotel.

Work tasks of each shift:

Early shift:

1. Do a good job of hand-over: a. Hand over the problems and matters of the last shift clearly; B, check the number of luggage; C. Check the quantity of express mail and letters.

2. Raise the national flag, store flag, etc.

3. Provide car door opening service for guests, and smile and say hello to every guest entering and leaving the hotel.

4. Deliver luggage or other articles for guests, and store and hand over salute articles for guests.

5. Deliver newspapers, letters and express mails to hotel guests and permanent offices.

6. Call a taxi for the guests and book a taxi.

7. provide services such as renting wheelchairs and umbrellas for guests.

8. Complete other tasks assigned by superiors.