José Valdivia Velázquez

CONCIERGE ORGANIZATION AND TECHNIQUES

1. INTRODUCTION

The concierge area, no less important than reception, is very broad in

services - functions and is defined as the complementary service of the guest
reception.

The concierge service is provided from the moment the client enters the
establishment. It consists of directing you and helping you with your suitcases
to the hotel reception, escorting you and driving you with the keys to the
assigned room to it; When opening the room door, leave the suitcases in the
luggage rack, give a brief but concise explanation of the services provided by
the room and the proper use that should be given to the equipment; finally,
read a few paragraphs and indicate that There are establishment regulations,
which we must take into account. He leaves leaving a smile and friendly
welcome. On the other hand, the counter provides detailed information on
tourist package services, taxi service, luggage custody and reception,
messages and more, depending on the hotel category.

1.1. Organization and functions of the area

ACCOMMODATI
ON MANAGER

HEAD OF
COUNSELING

BUTTONS GOALIE CONCIERGE

Proper operation of the concierge can only be achieved with highly trained
and motivated staff. As an image and representation of the best hotel service.

The concierge team is made up of different jobs under the command of the
head concierge, followed by the bellboy, the baggage handler, the doorman
and the valet in charge of the parking lot.

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The concierge of a hotel is normally in charge of a Chief Concierge, who is

subordinate to the Accommodation Manager. The department, variable
according to the size of the hotel, will be made up of the Concierges, the
Bellhops and the Doorman. In smaller hotels this area may be in charge of
the Head of Reception.

The most important functions of this department will be the information and
advice of guests, although no less important than surveillance and control.

However, we can better understand this organization in the following way:

1.1.1. Luggage Custody

The doorman and/or Bellman is in charge of assisting the client upon

entering the hotel, taking charge of the suitcases and carrying them in
the luggage cart to the counter or reception, where the client registers
to be assigned a room. He then guides the guest to their room (leave
the luggage in the trunk).

In the process of Check out or departure of the guest - the same

bellboy goes to the room and supports in the transfer of the suitcases,
placing them in the cart and taking them to the main lobby and/or
reception of the hotel. The suitcases are placed near the reception until
the client pays their bill and leaves. Finally, the suitcases are deposited
in the mobility if required.

However, the assignment extends to the proper handling and operation

of the luggage, which is why guests who have a second stay and who
will leave the hotel, leaving their belongings in custody, must also be
assisted. This is a service facility provided by the hotel so that the client
does not have to carry their luggage with them.

In this process, the baggage department stores your belongings,

proceeding to give the passenger a baggage deposit ticket. A copy of
this ticket is placed in the same luggage and another remains on file for
security.
1.1.2. Correspondence control and others:

In this area, the reception and control of correspondence from the

guest, the hotel staff and the hotel itself is carried out. They are in
charge of classifying and organizing it for later distribution by
messengers or buttons.

Within the guest's correspondence, those from clients who have left the
hotel but will have a second income must be separated from those who
are staying at the establishment. It may even happen that a regular

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client who always comes to the hotel may receive correspondence at

the hotel, which must be kept until his new arrival.

1.1.3. Information and advice to guests:

As most of the hotel's activity is concentrated in the lobby, it must offer

extra information to the client, such as maps, street plans, roads, all
types of help and support that are correctly provided to the guest.

Guests come to the counter to obtain information of all kinds and the
better this need is satisfied, the better service the hotel will be
providing.

It is necessary:
 Have telephone directories, etc.
 Have updated information about pharmacies on duty, hospitals, etc.
 Make reservations for shows, clubs, etc.

1.1.4. Special requests from guests:

The relationship between the concierge and the guest begins with a
simple consultation to special orders such as the purchase of tickets for
an event, some tours, etc.

1.1.5. Control and surveillance of guests:

The role played by the concierge in the control and surveillance of

guests for the entry and exit processes of the guests is important.

Therefore, the counter must have a panoramic view of the entire lobby.
Any possible strange circumstance will be immediately communicated
to the hotel's internal and external security.

2. 2. Custodial staff and their functions

2.1. Accommodation Manager (detailed in previous modules)

2.2. Head of Custody

 He is in charge of the concierge, bellboys and doormen and among

his duties are:

 Be in charge and watch over people entering and leaving the hotel.

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 Supervise and control storage: luggage in custody, pending

packages, stationery.

 Ensure that correspondence addressed to guests is delivered with

strict punctuality and efficiency.

 Decide on the cultural, gastronomic and recreational points that

should be suggested to guests

 Maintain a data bank or agenda, containing all the necessary

information for guests, visitors and hotel workers.

 He is in charge of drafting the passenger entry sheet, which will be

delivered to the police when requested for any requested
investigation.

 He answers phone calls and never abandons his captaincy. If you

do so, ask a bellman to take your place.

 Write down in your report all the types of services provided by the
department (entries, exits, changes, shipments, etc.)

 Organize and control the entry of groups by marking and distributing

luggage.

 Check your report for low luggage entries. (Request the

corresponding authorization from the receptionist).

 Personally assist at entrances, exits or other services to “VIP`S” or

“special attention”

 Promotes the sale of hotel services.

 Helps guests locate lost suitcases.

 Plan and assign tasks to your staff.

 Ensure that the staff in your area is familiar with the hotel's facilities
and services, so that they can provide help to guests and clients.

 Coordinate with human resources the selection and training of new

personnel.

 Schedule shifts for area personnel.

 Plan vacations and licenses for area personnel.

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 Periodically review job descriptions.

 Listen to comments and suggestions from your staff to improve

service.

 Advise your staff.

 Coordinates group activities.

 Maintains a constant climate of camaraderie among its employees.

 Receives and delivers the shift's pending items.

2.3. Concierge

 Helps the guest or visitor to choose the gastronomic offers

(Restaurants, etc.), cultural (theatre, churches, museums, fairs, etc.)
or recreational (Walks, tourist spots, etc.) that best suits them,
informing them of the cost of the themselves and taking care of the
reservation.

 He does not waste any opportunity he has to help the guest in

solving problems that are possible and impossible to occur.

 Keep the keys to guest rooms even if they are electronic. If you
have doubts regarding the guest, only hand over the key confirming
the respective identification, specifying and highlighting that it is for
their safety.

 Read the newspaper daily, always before starting the service, to

find out about the shows and what is happening in the city.

 Makes reservations and confirmation of air tickets

 Responsible for correspondence arriving and departing from

guests.

 Respond to customer orders. As well as additional services that

may exist in the same concierge, such as the sale of newspapers,
magazines and pharmaceutical products.

 It also takes care of Baby Sitter, car rental and other services that
may be superfluous.

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2.4. The buttons1

Your specific obligations are:

 At the guest's entrance, he helps him with

his luggage, informs him of the services
and leads him to his room.

 Make room changes, with prior

authorization from the receptionist.

 Upon the client's departure, he helps him

with his luggage, verifying the payment of
the bill and collecting the room key.

 Report the luggage for each service to the

bell captain or the concierge (depending on
the hotel structure).

 Deliver flowers, telegrams, messages, etc., to clients' rooms.

 Take packages and telegrams to the post and telegraph office-

 Call people in certain areas of the hotel

 Mark and distribute luggage for groups and conventions

 Covers temporary absences of the goalkeeper.

 In some hotels they are responsible for parking guest cars.

 In some hotels he works as a messenger (office boy)

a. Carries checks from departmental cashiers to administration
cashier.
b. Carries interdepartmental correspondence.
c. Take requisitions to the warehouse
d. Take reports to the personnel office

 Inspects rooms when requested by reception.

 Open guest rooms with the master key.

 Helps with hotel security, reporting the entry of unwelcome persons.

 Comment on the guests' opinions regarding the service, the bell

boys captain-

1
Appointment; Guest Service. Manuals for Training and Training in Hospitality. Sixto Báez and Humbreto Báez

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 In some cases it provides van transportation to guests.

 Helps the telephone operator wake up guests when they do not

answer the phone call.

2.5. Goalie:

The doorman is the first employee

that the guest encounters upon
arrival at the hotel, therefore it is the
first image they will have of the
establishment. Likewise, he is the
last employee to serve you, so the
service and attention he provides
will be of great importance.

It is located at the entrance door of

the establishment and reserves
the right of admission if necessary.

Among its main functions are:

 Greet guests upon arrival.

 Say goodbye to guests upon departure.

 Help people get out of vehicles.

 Help guests with their luggage and hand it over to the bellboy.

 Open and close car and car doors hotel.

 Arrange taxis for hotel clients.

 Place luggage in the trunk of vehicles.

 Direct vehicle traffic at the hotel entrance.

 Avoid the entry of unwelcome people to preserve the good image of

the hotel (street vendors, begging ros, shoe cleaners, etc.).

 When it rains, help guests with an umbrella so they don't get wet
upon entry or exit.

 Supervise that the hotel entrance is clean at all times.

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 Help customers with packages, to deliver them to bellboys.

 Report suspicious people to the immediate boss and/or Security

Department.

3. 3. Custodial Operations2

3.1. Guest entrance

When the guest arrives to register at the hotel reception, the bo tones
(bell boys) to whom the entrance corresponds must be attentive to help
when the guest carries in their hands any object that detracts from their
value. comfort during registration (coat, raincoat, briefcase, etc.). Des
Then follow the following steps:

1. The receptionist, after registering the guest, will fill out the
prompt registration form, which, along with the key, must be given to
the bellman who will accompany him to his room.

2. The bellman must verify that the room number is ted on the strap
and on its key is the same, since it is common for the wrong keys to be
delivered falls.

3. From that moment on, the bellhop must memorize the guest's
last name and verify if there is any corresponding name. dence for him
(from then on, the guest must be addressed by his last name).

4. After greeting the guest, they will be asked to please show their
luggage to assist them. In case you have For all suitcases, a
wheelbarrow or wheelbarrow should be used.

5. The guest should be instructed to please follow the bellman, so

they should walk at a moderate pace.

6. If the elevator is full of people and there is no room for the

bellman, he must tell the guest that he will meet him at the exit of the
elevator on the floor where the room is located. tation.

7. During the journey to the room you should be asked if you had a
good trip and hotel services such as a cafeteria, restaurant, bar or
some event for this purpose should be suggested. tuarse

8. When the elevator reaches the floor, the guest must exit first and
be directed in the direction to go.

2
Citation: Separata Cenfotur Complementary Reception Services. 2004.

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9. When arriving at the room, the luggage must be placed in the

hallway, on one side of the door, so as not to obstruct the client's
passage.

10. Before opening the room, you should touch the door three times
with your knuckles, never with the key or any object.

11. When no response is received, the door should be opened, the

light turned on at the nearest switch, and the guest allowed to enter. I
asked to go to his room (the door must be left open while after the
bellboy is inside the room).

12. Upon entering the room, the bellboy must check that the
communication door to the annex room is closed.

13. You must open the thick curtains, if the guest enters during the
day.

14. You must also supervise and teach the guest the function
lighting, automatic telephone, TV, air conditioning tion, bar service, etc.

15. The Bellman must turn on the bathroom light and ensure that
absolutely nothing is missing (towels, paper, glasses, soap, etc.).

16. The guest should be asked the opinion of the room tion. If you
do not like it, you must report it to the Bell Captain or Janitor (as the
case may be).

17. If everything is correct, the luggage must be stored in the

respective place:

a) Jackets and coats to the closet.

b) Suitcases to the trunk, which should be placed near the dresser.

c) Cosmetic holder to the dressing table.

Heavy suitcases should never be placed on top of furniture. bles, such

as dressers or chairs, because they can be damaged.

18. The guest must be informed that there is laundry service estuary
and dry cleaning and the hours and duration of the service.

19. You should place the room key on the dresser and say goodbye
to the client, wishing them a happy stay.

20. Almost always, at the end of the service the customer will offer a
gratuity or tip. If this happens, you should be grateful and, without
looking at how much it was, save it. If the customer does not offer

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anything, do not suggest a tip, as this is a rude offense. yes It is

recommended to bring change in case the client requests it.

21. When leaving the room, you should not turn your back on the
guest, you should close the door slowly and not do it loudly.

The luggage of the guest who has just been served and the name or
number of the bellhop must be noted on the check-in strip.

22. Write down the input data requested in the "button" report.

23. The person providing this service must immediately report to

their immediate boss and give them the slip with the guest's luggage
information.

3.2. Room change

When for some reason a guest requests a change of room tion, the
receptionist will order the change to the bell captain or the concierge
(depending on the hotel structure) in handing over the key to the new
room.

The captain or concierge will assign a bellman for service, who, upon
arriving at the room, must do a general check, as if it were an exit,
since the client may leave a forgotten object. The guest should be
politely asked for the room key. You should knock on the door as if it
were one. Afterwards, the room must be checked and the luggage must
be placed in its respective place.

At the end of the service, the bellman must note the changed luggage
in his report to later deliver it along with the key to the unoccupied room
to the concierge.

Recommendations for room changes

1. Changes should never be made without order of receipt.

2. Try not to make changes when the guest does not know count.

When due to some urgency a change has to be made and the guest is
not there and their belongings are not packed, a Security agent must
be requested. Hotel staff accompany the bellboy during the change and
note it in the report.

4. If you observe that a client is changing luggage from one room to

another, you should offer to help them find out their room number and
report it immediately. to, through the concierge or captain.

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3.3. Guest departure

When a guest arrives to vacate their room, they will call the concierge
so that they can send someone to help them with their luggage.

The following steps must be followed:

1. The janitor must note the departure in his report and send the
corresponding bellboy, according to the rotation system.

2. When you arrive at the room, you must knock on the door (if the
door is open you must also knock).

3. Upon opening the door, the guest is greeted and told that they
will be helped with their luggage.

4. Upon entering the room, you should check: closets, drawers,

bathroom, etc., to make sure that the guest does not forget anything.

5. During this review, it should be observed if there is any defect

perfect caused by the guest (broken mirrors, torn curtains or screens,
burned mattress, etc.). In case there is It should be reported to the
immediate boss discreetly without the guest realizing it.

6. Before leaving the room, devices that consume electricity, such

as radio, TV, air conditioning, lights, etc., must be turned off.

7. You must collect the room key, because it is very common for
guests to forget to take it.

8. When you leave, you must close the door (in some hotels the
bellboys place a sign outside the room so that the maids can clean it
immediately).

9. While the guest pays, their luggage must be noted in their report.

10. Wait for the exit pass or signal from the receptionist to approach
the guest and invite them towards the exit door.

11. The guest must be escorted to the front door and the luggage
must be handed over to the doorman; wish the guest a happy trip and
indicate that we hope to see them again at the hotel on their next trip to
the city.

Recommendations for guest departures

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a) When guests unload their luggage, the concierge will note the
departure on their report, collect the key and supervise the payment of
the bill with the help of the bellboys. This should also help you with your
luggage.

b) In some hotels where there is no doorman, the bellboys must

write down in their report the license plates of the car or taxi where they
left. They placed the suitcases at the exit.

c) When the bellman observes that a guest leaves dissatisfied with

the hotel service, he must discreetly notify his immediate boss.

3.4. Group Entry

When there is confirmation of the arrival of a group at the hotel, the

Sales Manager must request, among other things, the group list (to
facilitate pre-registration) and that all suitcases come labeled with the
guest's name. in order to make it easier and faster to send luggage to
the rooms.

It is common to observe that in hotels where they say they have an

excess objective service, guests' luggage arrives in the rooms one hour
after guests have checked in. All this causes deep discomfort among
them and deteriorates the image of the hotel.
On the day of the group's arrival, the receptionist will make the
assignment tion in unoccupied rooms, noting on the guest list You ask
for the respective numbers.

When guests arrive, they will go to the reception, where they will have
They will contain envelopes containing the room key, credit card,
register and folio that the guest must sign. The bell captain or concierge
will assign some of his staff to write down the corresponding room
number on the bag tags. Then, they will proceed to separate it by floors
or sections of the hotel, and then send it as soon as possible (if a
suitcase arrives without a label and no identification, it must be sent to
the bell captain or concierge, who will wait for it to be claimed by
someone. Guest).

Other bellboys will also be assigned to serve as a guide to guests as

soon as they finish checking in and thus facilitate greater flow of people
in the hotel lobby. The bellboys will only show the way to the room and
when the customer's luggage is taken, they will be given explanations
of the services and equipment of each room in the hotel.

3.5. Group departure

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With the group list updated (as there are often changes), bellboys will
be sent to collect luggage at certain sections or floors of the hotel. Each
of them will carry a list of the rooms of the group from which they will
collect the luggage. In some hotels, they recommend that guests leave
their luggage outside the room at a certain time, which re It is
dangerous because someone can steal it.

The bellboy must note in his report the rooms served and the pieces of
luggage.

The Captain or the Janitor, in turn, will perform three functions:

1. You must note in your report the room numbers of the group and
the total amount of luggage.

2. You must verify that all keys are delivered (in groups, guests
take many keys due to forgetfulness).

3. You should check if all bills were paid by guests.

On some occasions a guest owes a certain fee city and is already

inside the bus that takes the group to the airport. In this case, the
concierge will go to the bus to look for the client and will tell him that he
has a phone call or that someone is looking for him, but he will never
tell him in front of his colleagues that he owes money and that he will
have to pay. When the guest gets off the bus and is alone, the problem
will be explained.

3.6. Baggage nursery management

The luggage storage (check room) is under the responsibility of the Bell
Captain and is usually a free service for guests, but in some hotels
there is a charge for this service.

When a guest wants their luggage stored, the captain or concierge,

depending on the hotel, will fill out the Baggage Department form. It is
also with attendant to write down in a notebook all the entries and exits
from the baggage room (check room), according to the following order:

Number Date Motion Name Room Luggage Description:

1235 01/12 entry entry towers 508 lmlp-2mlc-Ipco-Ipfo

1236 01/12 exit Perez 1206 a black coat 2mlp
1197 01/12 Gascon 602 lmlt

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The number noted in the book must be sequential and must be the
same as the receipt that the guest will bring. If for any reason the guest
loses their voucher, it must be dress before handing over the luggage
and ask the guest to sign as received in the same booklet.

3.7. Room sampling

Sometimes there are guests who want to see a room. The receptionist
will ask the concierge to have a bellman show the room. tion.

This must follow the following rules:

1. Knock before entering, and when opening, leave the door open
while the room is shown.

2. In the room, show the client all the services (TV, radio, air
conditioning, tea system telephones, refrigerator, etc.).

3. When leaving, close the curtains and turn off the light.

4. Do not fix prices with customers.

5. In case the client wants to stay in the room tion, you should be
told that you must personally go to reception tion to register.

6. Give the key to the receptionist and inform him what you eat
client's fees.

3.8. Station assignment and rotation systems

Station assignment

While the area employees wait to be assigned to a service, the Bell

Captain or the concierge must assign them a station or place, which
must be well located in order to provide good service to guests.

Mostly station number 1 will be located next to the reception and will be
occupied by a “bell boy” who will be assigned the next service (entry,
exit or change). Station number 2 can be located near the elevator,
station 3 next to the captain's office, etc. That is, to also prevent
employees from forming “groups.”

Rotation Systems

Work must be distributed equitably. When the shift begins, the first
“bellhop” to arrive will occupy station number 1 and the last to arrive

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will occupy the last station. After a “bellboy” service the captain will
send you immediately regardless of your place in the rotation system.

4. Forms used:

Some of the documents used in the area are:

- Daily report
- Staff attendance list
- Work schedule plan
- Lost and found report
- Message form
- Room change form

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