The position and function of protocol department

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

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

The characteristics of the concierge department are: scattered personnel and wide service scope.

Responsibilities and quality requirements of concierge

Position: Protocol Department

Direct supervisor: Assistant Front Desk Manager

Direct report: Deputy Protocol Officer

Quality requirements:

At least three years hotel concierge working experience, and at least one year deputy concierge working experience.

Fluent spoken Chinese and English.

Proficient in Chinese and English writing

Familiar with local traffic conditions

Understand the operation of the hotel front desk

Understand the functions of hotel departments.

Job resume:

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

Job responsibilities:

Supervise the daily work of subordinates to ensure that guests who arrive and leave the store receive timely care and help;

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

Ensure the correctness of all postal work;

Ensure that all VIPs' vehicle arrangements are accurate;

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

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

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

Check the gfd, behavior, etiquette and on-the-job situation of subordinates;

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

10, training employees and evaluating their performance;

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

12, handed down from generation to generation, reporting the situation;

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

14, attend the front desk meeting 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 Protocol Officer

Direct superior: Concierge Department

Direct subordinates: bellboy, doorman

Quality requirements:

At least two years hotel concierge working experience and at least one year bellboy working experience.

Fluent spoken Chinese and English.

Proficient in Chinese and English writing

Understand the operation of the front desk department

Familiar with the functions of hotel departments

Job description:

Directly implement the instructions of the concierge, replace the duties and tasks of the concierge when the concierge is away, ensure that the daily check-in and check-out of luggage are accurate and fast, work closely with the travel agency, handle the team luggage, and ensure that all packages and letters are delivered correctly.

Job responsibilities:

Grasp the arrival and departure guests on the same day to ensure warm and efficient service for arrival and departure guests;

Assign bellboy to carry luggage and arrange vehicles for guests;

Ensure that all parcels and letters sent are accurate;

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

Check the porter's pick-up record, baggage room, baggage claim registration and tool maintenance;

Coordination and communication with other relevant departments;

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

Assist concierge to train, examine and evaluate employees;

Supervise and inspect subordinates to fill in the handover records and do a good job of handover;

10, complete other tasks assigned by superiors.

Position: Bellman

Direct superior: Deputy Protocol Officer

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 during check-in and check-out, and delivering letters, telegrams, documents and parcels to all guests and hotel departments.

Job responsibilities:

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

Store and keep luggage for guests;

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

Deliver mail, newspapers, information, faxes, etc. For guests;

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

Immediately report any abnormal phenomena in the lobby and floor to AM;

Don't ask guests for tips;

Implement all rules and regulations of the hotel;

10, complete other duties required by the superior.

Position: doorman

Direct superior: Deputy Protocol Officer

Quality requirements:

Simple daily English and fluent Mandarin.

Height exceeds1.7m.

Job description:

This position is directly responsible for welcoming all arriving guests and helping them carry luggage on behalf of the hotel, directing hotel transportation 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 tidy up their luggage;

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

Command the car to ensure the smooth lane in front of the hotel;

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

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

Umbrella for guests in rainy days;

Are not allowed to leave work without authorization;

Other duties required by superiors.