General employment standards of concierge in concierge department

Companies with concierge departments are usually concentrated in star-rated hotels, hotels, clubs and other industries, and now they are extended to catering, property and other industries. * * * The same point is to provide services for high-end customers and people who have certain economic strength and pay attention to life taste. Therefore, as a concierge who comes into contact with customers for the first time, the requirements for personnel are usually strict. "Male 1.75m or more, female 1.65m or more, with good appearance and good image and temperament".

-This is the height requirement for most companies to recruit concierge personnel. However, in some catering or high-end residential property industries, it is considered that more unexpected situations will be encountered and strong pressure resistance is needed. Will appropriately reduce the appearance requirements such as height, and instead balance from the aspects of affinity, experience and personality. "18 is under the age of 25. Junior high school/senior high school degree or above, star hotels have certain requirements for foreign languages. Skilled listening and speaking skills are appropriate. "

-Positioning different companies, with the rising star rating and generous salary, the requirements for academic qualifications will be higher. However, just like the last one, in some industries with more customers and complicated service status, priority may be given to the elderly. First of all, the luggage room

1. The luggage room is an important place to store luggage for guests and arrival/departure teams. Non-bellboys are strictly forbidden to enter.

2. It is forbidden to sleep and pile up sundries in the luggage room;

3. The luggage is neatly arranged;

4, keep the luggage room clean and tidy, health by the personnel on duty to clean;

5. The key of the luggage room shall be in the charge of the special person and used by the special person.

Second, check the luggage.

1. After the bellboy takes back the luggage from the guest room, he must ask the guests to count and check the luggage face to face. The bellboy who goes to the guest room to pick up and deliver the luggage should make records and file them for future reference.

2. The bellman only handles the temporary storage of ordinary luggage of guests. Valuables, cash, corrosive and polluting articles, perishable, moth-eaten, flammable and dry articles, fragile articles such as ceramics and glassware shall not be stored in the luggage. Explain to the guests that the restaurant does not undertake compensation and make records;

3. When the bellboy accepts the guest's luggage, he should pay attention to check and ask the contents of the guest's luggage. Once dangerous goods such as guns and ammunition are found, they should immediately report to the security department to protect the scene and prevent accidents.

4. Seriously fulfill the temporary baggage registration procedures, write down the room number, number of pieces and entry and exit time on the entry and exit baggage cards, and ask the guests to collect the second half of the baggage cards and make records on the entry and exit baggage register;

5. For the luggage without lock, you should ask the guest whether it needs to be locked to prevent the guest's luggage from coming out or being lost, and keep a small lock and packing rope in the luggage room at any time;

6. Guests can claim their luggage with their luggage cards. When the luggage card is lost, carefully check whether the guest certificate is consistent with the stub registration on the luggage. If it is inconsistent, it should be handled according to special circumstances and reported to the superior in time;

7. Baggage temporarily stored on the baggage counter should be kept by a special person, and luggage that has not been picked up for more than half a day should be stored in the baggage room in time. First, greet guests in the lobby or airport or station; (doorman)

Second, responsible for the luggage transportation and safety of guests; (From the car to the hotel, from the lobby to the room)

Third, store luggage for guests, store and rent umbrellas;

Fourth, look for guests in public areas;

Accompany the individual into the room and introduce the service;

6. Distribute guest newspapers; (Long-term guests, regulars, important guests)

Distribute letters and information to guests; (Tianmen area by express mail 185)

Deliver goods for guests;

9. Greet the taxi on behalf of the customer and provide a "Please send (send) me" card; (The card is marked with the hotel location and telephone number)

X. assisting in management;

Eleven, strictly abide by the rules and regulations and service operation procedures.

Attachment: 1, pull the door to maintain the normal order of the lane;

2. Parking service;

3. Supervise the cleaning work at the gate; First, master the situation of team guests and VIP guests entering and leaving the store; (Ask the tour leader about the situation. No one else is allowed to take the luggage. )

Second, the luggage of the transportation team and individual passengers enters and exits the hotel in a timely and accurate manner, and the service conforms to the specifications;

Third, do a good job in guest information registration and timely and accurately enter information; (Check the guest's handwriting when hanging the room account)

4. The transportation, extraction, storage and transshipment of luggage in the luggage room conform to the specifications and complete the procedures;

5. The luggage room is bright, clean and safe, the stored articles are placed in an orderly manner, and personal articles are selfless;

Six, airport pick-up time, pick-up card and pick-up service in line with the specifications;

Seven, send newspapers, news, letters and other work in line with the norms;

Eight, the agency business is perfect, the service is standardized, and the fees are reasonable;

Nine, familiar with the entrusted agency business and related information;

Ten, equipment, facilities, tools and supplies are complete, intact, effective, clean, properly kept and maintained;

Eleven, there are handover records and very clear;

Twelve, the bellboy shall not ask for tips and gifts from the guests.