Posted by: edwinpribadi | March 21, 2011

Concierge Policy and Procedure

This article was taken from Les clefs d’Or Australia, It’s applicable for four or five star rated hotel. Hopefully from this article we may get fully understanding, depth insight and knowledge on hotel concierge duty, task and responsibilities.

Concierge Policy and Procedure :

1. Commissionaire Services
2. Communication and Record Keeping
3. Computer Systems
4. Concierge Services
5. Duty Of Care and Security
6. Gratuities and Gifts
7. Hotel Facilities
8. Parking
9. Porter Services
10. Property Image and Brand Standards
11. Revenue Generating Opportunities


1. Commissionaire Services

  • Buses
  • Cleanliness
  • Driveway / Porte Cochere
  • Greetings and Farewells
  • Guests Under The Influence
  • Limousines
  • Luggage
  • Parking Charges
  • Security
  • Self Parking
  • Special Needs Guests
  • Taxis
  • Traffic Management
  • Valet Parking
  • Work Station

2. Communication and Record Keeping

  • Accommodation Requests
  • Advance Requests
  • Checklists
  • Communicating to Guests (forms of address, hotel jargon, telephone etiquette and techniques, using positive verbal and non-verbal language etc)
  • Complaints
  • Conference Notice Board
  • Control Sheets
  • Diary
  • Job Slips
  • Key Cards
  • Leave Requests
  • Maintenance Reports
  • Media
  • Packages Incoming
  • Packages Outgoing
  • Phonetic Alphabet
  • Report Printing
  • Rosters
  • Shift Handover
  • Stock Requisition
  • Time Sheets

3. Computer Systems

  • Backing-up files
  • E-mail
  • Internet Sites
  • Navigation of Property Management System (log on, password, features access)

4. Concierge Services

  • Airline Bookings
  • Airline Confirmations
  • Airport Transfers
  • Amenities
  • Baby Sitting Services
  • Charging Guest Accounts
  • Charter Transport
  • Computer
  • Conflict of Interest
  • Courier Services
  • E-mail
  • Establishing Method of Payment (by phone, fax or online)
  • Facsimiles
  • Familiarizations
  • Flowers
  • Golf Bookings
  • Information Compendium (Guest Directory)
  • Items Held For Collection
  • Jogging / Walking Maps
  • Laundry
  • Lending Hotel Property
  • Limousines
  • Luggage Repair
  • Mail
  • Massage Services
  • Medical
  • Messages
  • Newspapers
  • Public Transport
  • Rental Cars
  • Restaurants
  • Sport and Recreation
  • Taxis
  • Theatre Tickets
  • Tours and Excursions
  • Wake-Up Calls

5. Duty of Care and Security

  • Accessing Guest Rooms
  • Armed Hold-Up
  • Award Awareness
  • Car Breakdowns
  • Electrical Conversion
  • Emergency Evacuation Procedures
  • Guest Personal Security Advice
  • Illegal Activities
  • Intoxicated Guests and Visitors
  • Lending Hotel Property
  • Lift Lock Off Key
  • Lost Luggage In House
  • Lost Property
  • Lost Property From Taxis
  • Master Keys
  • Occupational Health and Safety (manual handling, safety vests, sun exposure, taxi torch etc)
  • Privacy Act
  • Prostitutes
  • Protecting Room Number Information
  • Protecting Silent Booking Requests
  • Protecting VIP Information
  • Retrieval of Items From Guest Vehicles
  • Storage of Valuable Items (airline tickets, jewellery etc)

6. Gratuities and Gifts

  • Alcoholic Gifts
  • Christmas Gifts
  • Commissions
  • Gratuities
  • Personal Gifts
  • Porterage

7. Hotel Facilities

  • Business Centre
  • Conference Facilities
  • Disabled Access
  • Disabled Toilets
  • Food and Beverage Outlets
  • Guest Laundry
  • Laundry Room
  • Lobby Shop
  • Rooftop Facilities
  • Room Safes
  • Safety Deposit Boxes
  • Telephones

8. Parking

  • Breakdown Service
  • Casual Parking
  • Conference Parking
  • Signatures Required
  • Self Parking Guests
  • Valet Parking
  • Visitor Parking

9. Porter Services

  • Arriving Guests
  • Departing Guests
  • Group Check In
  • Group Check Out
  • Lost Luggage From Airlines
  • Luggage Delivery
  • Packaging Items For Guests
  • Quiet Time Contingency List
  • Retrieving Stored Luggage
  • Room Moves
  • Rooming Procedure
  • Shoe Shine
  • Storage of Check Out Luggage
  • Storage of Frozen & Refrigerated Items
  • Storage of Long Term Luggage
  • Storage of Room Wait Luggage
  • Work Stations

10. Property Image and Brand Standards

  • Brochure Rack
  • Concierge Desk
  • First Impressions
  • Flag Display
  • Grooming, Deportment and Uniform
  • Guest Loyalty Programme
  • Guest Satisfaction Index
  • Guest Satisfaction Surveys
  • Hotel Motto / Mission Statement
  • Offsite Behaviors
  • Public Areas (porters trolleys, room service trays in corridors, cleanliness etc)
  • Time Management

11. Revenue Generating Opportunities

  • Booking Commissions
  • Food & Beverage Outlets
  • Hiring of Hotel Property
  • Hotel Loyalty Program
  • Other Company Properties and Business Partners
  • Promoting Les Clefs dÓr Supporters
  • Promoting Property Facilities and Services
  • Sales Leads
  • Suggestive Selling Techniques
  • Up-selling Techniques


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Responses

  1. Good blog with some intriguing information. I am going to be back.


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