Concierge

Procedures Manual

MANUAL OF PROCEDURES OF
CONCIERGE AREA
Updated: May 2010

Prepared by:

Juan Rolando

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Procedures Manual

INDEX

Procedure Page

Shift review and handover between Concierges 4

Shift review and handover between button operators 5
Review and shift handover between goalkeepers 6
Check in 7
Check-in checklist 8
Check out 9
Check in with heavier luggage 10
Check in the group 11
Check out the group 12
Check out of the group leaving luggage in storage 13
Guest luggage supervision and client belongings 14
Package Delivery From / To 15
Delivery of bonuses ... Loyalty Club (SLC) 16
Delivery of documents, faxes, packages, and gifts to registered guests 17
Delivery of documents, faxes, packages, and gifts left in custody 18
Baggage assignment and trace reading 19
Sale of amenities 20
Shoe polishing 21
Reservation of tours, restaurants, and shows 22
Recommendations for guests 23
Room change 24
Keyless room guest 25
Wake up door 26
Internet connection support 27
Guest taxi reservations at home 28
Guest taxi reservation at HTL / Aero 29
Go outside the hotel for some guest services 30
Package packaging 31

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Umbrella loan 32
Installation of fax machines in rooms 33
Flower sales 34
Alert positions 35
Juice replacement 36
Restocking of apples 37
Replacement of glasses 38
Replacement of towels 39
Car trunk cleaning 40
Water cart replenishment for guests 41
Access to the Executive Lounge 16th floor 42
Reports of TIM and COM amenities, distribution of them 43
Lobby whiteboard event reports 44
Event board 45
Printing reports to the different areas (Night Shift) 46
Sort registration cards (Check out) of the day 47
Telephone operator replacement (Night Shift Snack) 48
Preparation of the warehouse requisition 49
Preparation of the schedule 50
Wireless antenna installation 51

Supervisor Check List 52

Button Checklist 55
Check List Porters 56

About the functions within the area. 57

Commitment 58

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SHIFT REVISION AND RELIEF AMONG SUPERVISORS

At the time of receiving the shift, the supervisor must also receive 01 Nextel device (the one for
Concierge), a set of metal keys (05 storage key, 05 service area keys, 01
key for the hygiene items drawer, 01 key for the master keys drawer, 01 key for the
drawer of Fragiles and 01 key for the mailbox) and the master key for rooms (staff) of each
one of the bellhop and doorman. Likewise, he must deliver to each bellhop and doorman on duty their
Nextel equipment, their metal keys as well as your personal master key.
In addition to this, you will need to review the compliance of the storage, remaining key inventory, and stock.
of toiletries for sale to guests, the pending items and notes in the Logbook.

Storage review: The incoming supervisor must review together with the outgoing supervisor the
state in which the storage is received, as well as the number of suitcases locker by locker, having to
be in agreement with what is indicated on the luggage control tickets in possession of the
concierge.

Review of the pending items: By pending items, we mean the presents, attentions, envelopes, and
any other document that should be given special attention or should be assigned and/or
taken to the room(s) during the current shift.

Logbook Review: The Logbook is one of the work tools used.

In the Concierge; in it, all relevant information that occurred during the shift will be noted.
like what could remain pending to be resolved or that needs to be fulfilled by him or them
next shifts. It should be understood that the review of the Logbook will not only be by the
supervisors of the area, but by all members of the outgoing shift and the one entering.

The Supervisor will verify that the shift changes are in order, after which they will authorize the
departure of the outgoing shift.

The Supervisor is the one who authorizes the departure of outgoing personnel and in the case of intermittent workers.
He is responsible for recording his check-in and check-out times on the form.

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SHIFT REVISION AND RELIEF BETWEEN BUTTONS

All incoming Concierge staff must attend the scheduled briefings on time.
shift change, 07:00, 15:00, and 23:00 within the reception office. The shift handover
Among buttons will be done after the briefing.

The shift handover consists of informing the incoming attendants by the outgoing ones about
that their "work tools" for check in / check out are in perfect condition.
They should also read the occurrences of the outgoing shift in the Concierge Logbook.

The protruding buttons will leave polished apples in the basket of apples placed on the.
Reception and unpolished apples in the apple container (approximately 20 apples), the whole lot
5-ounce polished cups, facial towels ready inside the Alto Sham (20 towels) and 02 pitchers
fresh juice (or more depending on the number of arrivals) prepared by the Fruits kitchen
Vegetables (orange, passion fruit, pineapple or purple corn drink).

The buttons that are on the night shift, in addition to what was mentioned above, must deliver the 06.
clean and polished car trunks. The buttons will confirm that the aforementioned is
find in your site including coasters, folded napkins, silver tray for
serve juices, trays to carry dirty glasses, tablecloths and polishers.

The handover must always be done personally between them, in addition to 01 metal key.
for the storage door, 01 metal key for access to the service areas and 01 equipment
Nextel. The personal master keys will be delivered by the Concierge Supervisor or the
buttons in charge of the outgoing shift.

Once the shift change is completed, the outgoing buttons must report to the Supervisor or
Area manager to authorize your departure.

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SHIFT CHANGE AND REPLACEMENT BETWEEN GOALKEEPERS

The doormen usually have three shifts: the morning shift, which runs from 07:00
at 15:45 hours, the afternoon shift which is from 15:00 hours to 23:45 hours and the shift of
the dawn that is from 11:00 PM to 7:45 AM. The doorman's shift starts at the briefing of
Reception / Concierge promptly according to your check-in time. Once the briefing is completed, you
Go to the Concierge counter to check the internal occurrence notebook.

Then he heads to the door to start his duties, taking over from the outgoing doorman, with whom
the news of the shift are communicated, the list of events is reviewed, and the board of the
doorman along with the master key, storage key, and service areas, as well as of the
Nextel.

When one of the goalkeepers is on their day off, their position should be
covered by some Buttons, previously designated by the Supervisor in charge of the shift. For the
Therefore, the position of goalkeeper must always be covered at all times.

The outgoing doorman waits for any instructions that the on-duty Supervisor assigns him until
complete your service schedule.

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CHECK - IN

Doormen welcome guests in their respective transports, giving them a warm and sincere
Welcome to ...ôtel Lima”, confirms the number of suitcases with the guest and leads them to the lobby.
Being a known guest, they are welcomed by their last name and are introduced in the
reception by the same. A helpful tool for recognizing the guest is visualizing
the name in the Tag names of the suitcases. Buttons receives suitcases from the guest in the lobby for
The doorman welcomes the guest and directs him to the Reception.

Buttons heads to the juice room and prepares to serve two options of juice in glasses of
5oz. Place on the juice tray, paper napkins, coasters, and glasses with juice. Buttons
Serve the juices to the guest indicating their options, place coasters and napkins at the reception.
in front of the guest, right side. Buttons leave the tray in the juice room and wait behind
guest until the check-in is complete and the room is confirmed.

The bellboy receives the guest's room key from the receptionist and heads with it
Guest and their luggage towards the panoramic elevators. Buttons starts his speech.

Buttons insert the key in the panoramic elevator indicating to the guest the procedure to
proceed to the use of the elevators. Buttons arrive at the indicated floor, gives way to the guest upon exiting
from the panoramic elevator and heads with the guest towards the room assigned to him.

Buttons opens the door and allows the guest to enter, entering with luggage to the
room and places it in the trunk. Buttons starts speech about the room.

Buttons finishes his speech and leaves the room thanking the guest for their preference.
and bidding farewell with his name.

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CHECK-IN CHECKLIST

YES NO N/A

1 THE BELLBOY WAS IN THE LOBBY UPON THE GUEST'S ARRIVAL

2 THE BELLBOY WAS WELL PRESENTED

3 I OFFER YOU 2 TYPES OF JUICES, OFFERED ON THE RIGHT OF PAX.

4 THE BELLHOP CONFIRMED THE LUGGAGE WITH THE GUEST

5 I OFFER YOU HELP WITH THE PLASTIC OF THE SUITCASES

6 THE BUTTON RECEIVED THE KEY FROM THE RECEPCIONIST

7 THE WAITER ADDRESSED THE GUEST BY HIS LAST NAME

8 THE ATTENDANT EXPLAINED HOW TO USE THE KEY IN THE ELEVATOR.

9 I EXPLAINED TO HIM THE BENEFITS OF FLOOR 16 (CLUB ... GOLD)

I explain to the guest about the hotel's facilities.

I indicated to the guest the emergency exits.

I PUT LUGGAGE ON THE RACK, OFFERED HELP WITH LABELS

I will explain to you the handling of temperature control.

14I EXPLAINED THE USE OF CURTAINS

I EXPLAIN TO THE GUEST ABOUT THE INTERNET CONNECTION

16SE I EXPLAIN ABOUT THE HOTEL SERVICES FOLDER

THE LOCATION OF THE REMOTE CONTROL AND CHANGE OF
17SABANAS
THE TOPIC OF COURTESY WATER AND EVIAN WAS EXPLAINED WITH
PRICE

19 SHOWED THE MINIBAR AND THE SAFE

20SE I INDICATE THE TYPES OF VOLTAGE AVAILABLE IN THE ROOM

21ST FAREWELL MENTIONING THE GUEST'S NAME

22 SE WITHDRAWAL INDICATING OWN NAME, ADDITIONAL HELP WAS OFFERED

AND HE LEFT WITH A GOOD ATTITUDE.

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CHECK – OUT

Upon receiving the call or direct indication from the guest for the pickup of their luggage in the
room, he is asked about the number of rooms, as this will help us assess whether it is
It is necessary to take the trunk car and thus save time. A bellboy is always sent.
service elevator.

In the room, the number of suitcases being picked up is confirmed. A query is made to the
Guest if they have airport transportation and if not, a hotel taxi is offered.
explaining that you can charge it to the room with a 10% surcharge, through the
Reception. The luggage is taken down by the service elevator and left aside in the lobby.

When the guest finishes settling their bill at the reception, the bellboy brings the luggage.
to the main door and hands it over to the doorman who is in charge of taking care of the luggage until the
vehicle and places it inside the trunk leaving it open for the own
guest confirm the number of suitcases and their arrangement.

If the buttons are not found in the lobby due to fulfilling some other of their functions, they are
notify the luggage porter that it has been unloaded, confirm the number of pieces, to which guest
room number belongs. The bellboy will continue with his duties and the doorman will
is responsible for taking the luggage to the car. Thank you for the stay, wishing you a
pleasant journey and a quick return.

At all times, the guest should be addressed by their last name.

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CHECK IN WITH LARGER LUGGAGE

The bellboy will accompany the guest to the panoramic elevator and explain the correct use of the
room key in the elevator for it to function, confirming at the same time the floor and
room number.

In this particular case, I will explain to the guest that they will be arriving in a few minutes.
room with the luggage.

The bellboys head to the service elevators with the luggage to the indicated floor. If so
possible and if there are two available buttons during the shift, one of them will take the luggage to the service area
from the indicated floor while the other button will accompany the guests by the elevator
panoramic starting the speech.

Buttons heads to the assigned room, enters with luggage, and confirms with the guest that their
luggage is complete. Buttons proceed with the speech.

At the end of it, Botones finishes his speech and leaves the room, thanking the
guest for your preference and saying goodbye mentioning your name.

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CHECK - IN THE GROUP

The on-duty supervisor must review the group report upon arrival where the name is indicated.
the agency, the block, number of rooms, the number of passengers as well as the time of
approximate arrival. Then he will coordinate with reception if there will be no more assignment changes
for the rooms of the mentioned group.

Once it is confirmed that there will be no more room changes, the supervisor or person in charge
a new group report must be printed. It will be printed by room number or by
last names as well as the number of copies deemed necessary. These lists will help us to
the subsequent identification of the luggage.

It should be noted that NO report should include any fees.

At the time of the group's arrival, the doorman will notify the bellboys and supervisor for the
reception of the suitcases, which will be placed on the outside of the hotel at one of the
sides of the main door or another previously determined place, having to account for the
number of received pieces and confirm them with the transporter or guide accompanying the group
as well as making the necessary indication to them about any luggage received in poor condition
state.

The work will be distributed among the team, that is, one will place the key-type cards in one place.
visible from each piece of luggage and another(s) will place the corresponding room number
helped by the rooming list. Keep in mind that there may be identical or similar last names.
the group for which the last name and first name of each guest must be reviewed carefully to
avoid confusions.

The suitcases are separated by floors and the delivery of the same is proceeded with, needing to be used
for this, the service elevators. The panoramic elevators will be used only in cases
special and with prior authorization from the supervisor or person in charge.

After the luggage delivery is completed, the bellboys will provide the distribution form.
detailed luggage indicating the rooms and the number of suitcases delivered in each one
of them accounting and verifying (the supervisor or person in charge) that these match the
number of suitcases received.

If the group to be received is more than 15 people, GROUP RESERVATIONS must coordinate the
welcome drink with the person in charge of the banquet area, the same one that must be in the lobby
minutes before the arrival of the group. If there are fewer than 15 people, the welcome drink should be
attended by Concierge.

The detailed baggage delivery formats will be attached to the rooming list and the group report.
archiving them in the Groups file to be sent out.

The group's block and how many suitcases were checked in are noted in the Logbook.

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CHECK - OUT OF THE GROUP

The Supervisor or shift manager hands each bellboy a room format for the
luggage pickup. The bellboy heads to the rooms indicated in the format at the time
marked with a luggage cart.

The bellboy collects the luggage and notes in the form the number of suitcases he collects from each.
room. Only the specified luggage in the given format should be collected, if there is luggage.
in another room, do not touch them and inform the supervisor or person in charge.

If no suitcases are found outside a designated room on the given list, note it and
communicate it to the supervisor or person in charge to carry out the respective follow-up.

The porters will go down to the lobby with the luggage and will place it in the designated area as previously indicated.
to have any instruction for them, such as taking them down from the trunk of the car or separating them
In some way, it will be done by also communicating it to the supervisor or in charge.

The bellboy hands the luggage pick-up form to the supervisor or the person in charge on duty, where
indicates the total baggage collected. The Supervisor performs the final count of the baggage, notes the
total in the pickup report and ask the agency guide or group leader to put it
a good approval.

The bellboy waits for the guests to recognize their luggage and then follows the guide's indication.
The group or transporter proceeds to take out the suitcases from the hotel.

The bellboy or the bellboys together with the porter place the luggage inside the transport compartments.
previous check of bags and verification with the driver.

The luggage pickup formats and the group's reports are archived in the Groups file that
They left.

The group's block and how many suitcases left are recorded in the Logbook.

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CHECK-OUT OF THE GROUP LEAVING LUGGAGE AT THE HOTEL

The Supervisor will confirm with the group leader that the luggage taken down from the rooms is
agreed.

The suitcases will be separated, those going with the group and those that will remain in custody.
following the instructions of the tour leader or transport person in charge of the group.

Once confirmed, the Supervisor will issue a ticket with the exact number of suitcases that
They remain in custody of the group leader, upon confirmation of the return day to the hotel.
which will also be noted on the baggage ticket. The information that will be on the ticket is the
next; the Block or name of the group, number of suitcases, location, and return date.

The Supervisor will decide where to place the group luggage. If there is little, it will be placed in the
storage. If there are a considerable number of suitcases, they will go in the storage (cage) located in
the area of boilers, basement 1 or any other room adapted for this purpose in case it arises.

The luggage tag will be placed with the remaining suitcases in a visible and...
easy location.

The remaining suitcases from the group will be recorded in the occurrence notebook along with their
location.

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Luggage and belongings custody for clients

Confirm with the guest the number of suitcases and the time they will be stored. The ticket is prepared.
of luggage guardianship, which consists of three parts: GUEST, BUTTONS, LUGGAGE.

First, fill out the GUEST section, so that they do not have to wait or waste time.
indicating only the name and number of bags.

The second part, LUGGAGE, is attached to the suitcase with a plastic strap, indicating the
guest name
room.

The third part of the ticket corresponds to the BUTTONS, which is for internal control.
this ticket must also include the guest's name, number of pieces, description of
each of them, room number and the location within the Storage.

When there is more than one suitcase to store, key-type cards and plastic fasteners are used.
to mark the rest of the luggage, putting on them the name, ticket number, and quantity of
pieces.

The storage is divided into 10 properly marked lockers, we also have a

hanger, which is identified on the tickets with the letter 'C', the very floor of the Storage to which
the letter "P" is assigned and the fragile sector called "F".

Once the procedure is completed, the BUTTONS ticket is handed over to the Supervisor, who keeps it.
for internal control and place a TRACE in the OPERA system, both in the current stay
as in the future reservation, if it exists.

The names of the guests should always be filled in, indicating the surname and the initial of the first name.
to avoid confusion. Example: Mr. Pérez, J. and in English: Mr. Smith, P.

Since the Concierge counter is located in the hotel lobby, it is common that the
Visitors and clients request to leave various belongings in our storage.
unfortunately it is not allowed as the storage is intended to safeguard belongings
only from our guests. If we store belongings from any other client, it can lead to
the confusion, we also do not know if what is to be left in custody contains valuable objects or
if what is being stored is in perfect working condition or is
legal origin. In case it is considered that an exception can be made, this should always be
consult with the Supervisor and if they are not available, with the Shift Manager, who will give the
respective authorization.

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DELIVERY OF PACKAGES AND GUESTS' REQUESTS "FROM / TO"

The Supervisor or the Bellhop will receive the package, envelope, bag, etc. from the guest. It must be
detailed name of the recipient, and if possible, phone number and address.

The package, bag, envelope, etc. is registered in the cargo notebook FOR / TO
indicating the date the package is received, the name of the guest who leaves the package, number
guest room
of the same and finally package location (this can be placed in storage or in accordion
depending on the size

The package, envelope, bag, etc. will be delivered to the recipient upon identification of the same with
your ID or another identification. If the indicated person is not the one coming with the package, whoever comes to
collecting it will bring the recipient's identity document copy or a simple power of attorney letter
to proceed with the delivery of the same. The person will fill in their details in the notebook OF / FOR
The package will be delivered. The copy of the identification or the letter will be filed in the notebook.

In the hypothetical case that the guest wants to leave an envelope with money for a person and wants to
leave it to Concierge, he will not be able to do it for any reason. For that, the bellboy or the Supervisor
will communicate with the Control and Monitoring Supervisor to receive said envelope. The guest
will sign the certification documents and will be registered in a position held by Control and
Monitoring. The concierge must also note in the notebook FOR that there is an envelope with
money and in the location box indicate 'Envelope with Control and Monitoring'.

The concierge should communicate with the Control and Monitoring Supervisor so that he can proceed.
with the delivery of it.

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BONUS DELIVERY ... LOYALTY CLUB (SLC)

The program ... Loyalty Club (SLC) is a hotel incentive system for individuals and/or
contacts of various companies that make reservations at our facilities, and that for
Their loyalty to the hotel is rewarded with various types of Bonuses.

The concierge will receive the ... Loyalty Club vouchers with their respective charges. Ms. Ana Teresa
Gutierrez is the person responsible for the mentioned program. The Bonds are registered in the
Notebook OF / FOR which is found at the counter, indicating that it is a SLC Voucher, to whom
it is directed and where it is located on the accordion.

We have an alphabetical accordion solely for SLC Bonds. The SLC accordion is
find in the Concierge file cabinet.

For the delivery of Bonds, it is required that the beneficiary puts in the notebook OF / FOR their
name, DNI number and signature. The attached position must also be signed, which will be
saved in the ADMINISTRATIVES notebook and subsequently delivered.

It is essential for the delivery of the Bonus that the person collecting it shows
to the Supervisor their ID or other document that proves their identity. If the beneficiary does not have
no identification document is called to the annex of Miss Gutiérrez (within her schedule of
work), so that she can resolve the issue. Beneficiaries can send messengers with a
authorization letter for the delivery of the Bonus and attaching a copy of your ID.

Bonuses can also be delivered to third parties when Ms. Gutiérrez indicates directly or
in writing on the bond, the name of the person who will collect it.

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DELIVERY OF DOCUMENTS, FAXES, PACKAGES, AND GIFTS TO

REGISTERED GUESTS

The concierge is responsible daily for the reception of documents, messages, faxes, and requests.
betrayed by third parties or other guests, directed to one of the areas of the hotel or to deliver
in a room. The supervisor or person receiving them must seal the charges of the sender.
(if applicable) recording your name, date, and time of receipt.

When addressing a guest, it must be verified that they are In House or have a reservation.
active at that moment. Indicate on a post-it or similar attached to it, the number of
room where the bellboy should deliver it.
If it is a message or similar, it must be passed under the door, and if that is not possible, it ...
he will ring the bell up to two times; if there is no response, the door will be opened with
be careful announcing yourself verbally before entering and leaving the order on the minibar or in
a specific place previously indicated by the supervisor.

At the moment of receiving and sending the order to the room, the Supervisor proceeds to register
in the FAXES AND PACKAGES format of EXCEL, the guest's last name, room number
quantity of articles or pages
initials of the person who brings it to the room and exact time in the indicated boxes.

In case what is received is for a guest who has not yet checked in and their reservation is still active.
active, that is, it has not been cancelled, will proceed to receive it and place an Alert - Reservation
and a trace in the reserve indicating the type of assignment and where it is being stored for its
Posterior delivery or if it was necessary to leave it inside the room. The form will also be filled out.
deREGALOS RESERVATIONS in Excel to be for a later date.

If it was placed inside the room for a day's reservation, the Nextel of the maid will be notified.
keys and the name of the collaborator who received it will be placed in the Faxes and Packages format
notice.

It is very important to check in which room the order is being left and to remove the post-it.

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DELIVERY OF DOCUMENTS, FAXES, PACKAGES OR GIFTS LEFT IN

CUSTODY

The Supervisor will review all the traces of the day's arrivals as well as the GIFTS format.
RESERVATIONS, it will also verify if all reservations with traces have an assigned room.

The Supervisor will separate the luggage tickets, envelopes, gifts, faxes, packages, etc. and will place
in them the room number corresponding to the assignment.

The Supervisor will confirm in OPERA that the rooms assigned to the reservations are
find in Room Status 'Clean' or 'Inspected' to proceed with the shipment.

The bellboy will place the suitcase(s) in the room's trunk. If it were a gift or
The package will be placed in the minibar cabinet or on the desk. If it were a fax, it, if not
if it has more than 5 pages it will be placed on the registration card and if it has more than 5 pages
will be placed in Concierge in the reservations locker.

The Supervisor will notify the Housekeeper on the corresponding Nextel (HskA for upper floors and HskB
for lower floors) in which rooms luggage or other items are being placed. Additionally, it will be placed
an ALERT - RESERVATION in Opera, indicating what is left in the room as well as the
number of this. It will also complete the format in the Excel sheet of GIFTS RESERVATIONS
indicating who sent it and where it was placed.

The Supervisor will also note the last name in the Excel sheet indicated as Faxes and Packages.
of the guest, the room number where the luggage was placed or another, a brief description
of the same, their initials as well as those of the button that uploaded it and observation of Reservation and to
Who was informed about the Housekeeper.

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LUGGAGE ASSIGNMENT AND TRACE READING

The Supervisor will assign the luggage left by a guest during a previous stay. For this
you must read the traces of the reservations of the day and also compare one by one the tickets of 'Luggage'
in Storage” separating the tickets from those with a reservation for the current day.

Before sending the luggage, you must confirm that the assigned room is in room
status "Clean" or "Inspected" to proceed with the assignment.

The Supervisor will send a bellboy with the luggage properly identified with tag name to
the assigned rooms.

The Supervisor will resolve the previous trace and place a new one in addition to an ALERT -
RESERVATION indicating the room number where the luggage has been placed. Then
The housekeeper will be notified via the corresponding Nextel about which rooms the has been placed in.
luggage.

The Supervisor will enter in Excel the shipping date, the guest's name, the room.
assigned to the guest, what is sent to the room (luggage), the initials of the bellboy who
Send the time of shipment and the name of the housekeeper who was notified.

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SALE OF AMENITIES

The concierge has a stock of basic personal hygiene products which can be
offered for sale when necessary and others as courtesy.

When the guest requires it, either through reception or directly at Concierge, it
you must inform the price of it and if you want it charged to your account
room or pay in cash. The price list is available at the concierge.
in the OPERA system.

The requested product or products will be delivered, and if there is a cost, it will be requested from Reception.
the posting and charge corresponding to be signed by the guest. If paid in cash, it
will deliver the cash to reception, which will issue a receipt that will be delivered
immediately to the guest.

The sold product will be recorded in the concierge's occurrence notebook, the number of
room and the initials of the receptionist who charged it.
Likewise, the supervisor or on-duty person will record in the corresponding Kardex for each
product, the product output, attaching a signed copy of the charge.

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SHOE POLISHING

Shoe polishing is a complementary service that the hotel offers to its guests.
Being the night shift the ones in charge of doing it.

For the nighttime shoe shining, guests have in their rooms, exactly
in the bathroom, with a complimentary shoe polishing card, which indicates that they must
leave your shoes inside the fabric bag that is in the closet, hanging on the part
exterior of the room door before midnight, and will be returned before the
7:00 in the morning.

One or two people are designated, as deemed appropriate by the supervisor or shift manager.
night, to conduct a round after midnight, noting it in the notebook
of occurrences of who or whom and at what time the mentioned round was carried out. In the round is
All the bags with shoes go down, marked with a key-type card indicating the number.
of the room and the initials of the person who retrieves them.

The Shoeshiners are responsible for cleaning the shoes, dividing the work into parts.
equal. If the Supervisor deems it necessary, they assist the button(s) in this function.

For shoe cleaning, only leather polish, rags, and brushes are used.

The key card is completed by entering the word 'Lustrados', the name of the guest.
and the initials of the person who cleans them and takes them up to the room. This before 07:00.
hours. It is noted on the Excel sheet 'Faxes and Packages'.

If it happens that a guest sends shoes made of a material that is not leather, it
They return the same ones attaching a message in which they offer to take them to a renovator.
of footwear and they can receive the appropriate treatment. The cost of it would be borne by the
guest.

If the guest wishes for shoe polishing during the day, it will be done as soon as possible.

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RESERVATION FOR TOURS, RESTAURANTS, AND VARIOUS SHOWS

As the guest approaches to request information regarding Tours and restaurants, the Supervisor or
The shift supervisor will provide the necessary information until your doubts are satisfied.
supporting ourselves for this with the brochures available at the counter or if necessary to
through a phone call, via fax, email, or by visiting a website if it is
necessary.

In the case of tour bookings, the corresponding data will be taken such as last names of
guest, room number, number of passengers, date and time when they want the service and
any other additional data such as private guidance, in English or in Spanish.

When it comes to restaurants, SUGGEST AND PROMOTE RESTAURANTS FIRST

FROM THE HOTEL. Remind the guest that most restaurants have a tolerance of 15
approximately minutes, after this, the reservation can be canceled at their own expense.
Any other additional information can be taken into account, such as if any of the guests is
vegetarian or allergic to any food or if you prefer any special dish from the menu.

Reservations will be made by phone and once confirmed, the guest will be given the voucher.
respective (if applicable) where the date and time of the reservation are detailed. If the reservation is in
some of the hotel restaurants, make the reservation by phone or in person with them
manager of the chosen restaurant.

The Supervisor or shift manager is responsible for obtaining the information or doing the
reservations, this is to keep better control of them. After this, the data will be entered.
requested in the Rest. & Tours Excel Sheet that Concierge has to carry out a proper
control and properly monitor the reservations.

In the case of various shows, the necessary information will be provided, and if it is not available,
commit to providing it to you as soon as possible.

If the purchase of tickets outside the hotel is necessary, the guest will be informed of this.
to offer him to be a Mitsoo driver who makes the purchase, with the guest covering the cost.
of the round trip service to the point of sale. If the guest wishes, the cost of the tickets and of the
service for the purchase of the same to be charged to your room account, to remind you that
There is a 10% surcharge for services that will be charged at reception.

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RECOMMENDATIONS FOR GUESTS

One of the most important functions and the one that occurs most frequently is to provide
recommendations and various information, which must be accurate, precise, and adhere to
that the guest requests. Under no circumstances can any team member provide any
information based on assumptions, personal preferences or waiting for some
compensation of any kind. The collaborator who provides the information must always do so
in an impartial manner and at the request of the guest, always providing more than one alternative.
topic under discussion. Likewise, these recommendations and information must have been
previously authorized to be provided by the Supervisors who have already verified their
truthfulness and have verified that they are at the desired level for our guests. From
any application that is not clear or specific must be consulted with the
Supervisors in search of the best recommendation alternative.

Due to the type of work we perform, we are exposed to guests who...

request services of a certain nature such as hiring or recommending people who
they provide prostitution services, any recommendation related to buying, selling
the consumption of drugs or narcotics, obtaining some object or performing some act
that is against the law, any other service that does not meet the recommended standards already
this is because they do not meet a minimum quality standard and could put at risk the
guest or any person, the normal fulfillment of our functions, of the services
provided that they do not endanger the hotel's facilities; we will be obliged to refuse
to provide any recommendations, always maintaining a high degree of professionalism and
must be immediately informed to their direct supervisor.

That is why we are clear in stating that this is Totally Prohibited, as it affects
our personal image, as an area and as a hotel. If any case is confirmed in which it does not
compliance with this rule, sanctions will be applied in accordance with our Internal Regulations
Work.

It is reminded that in case of doubt, one should always consult with the Supervisor, in any
moment of the day, who assumes the responsibility of preserving integrity, honesty,
legality, veracity, and morality of the information and recommendations that we can provide.

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ROOM CHANGE

The supervisor receives the reception order to make a room change.

A bellboy is instructed to pick up the key to the new room and proceeds to assist the
guest in the change of their belongings.

Upon completing the exchange, the old key will be returned to reception and will notify them to proceed with the
change in the system.

If the guest is not found in the room, reception will have previously coordinated with the
same time when the change of your belongings can be made and will inform Concierge.

In case the guest is not found in the room and their belongings are not ready for them.
change, the guest's belongings will be moved accompanied by an agent of
Control and monitoring after having previously taken an inventory of the items to be moved.

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GUESTS WITHOUT ROOM KEY

It is strictly forbidden to grant access to the elevator to anyone who requests it.

Take him to the reception so they can give him a new key.

We can only grant access in the elevator if it is a guest that we actually know, not.
We must trust the appearance of the person.

If we find a person in the apartments asking to have a room door opened,

Do not do it, accompany him to the reception so he can request a new key. Do not leave him alone.
through the floors of the hotel, make sure he goes down to the reception, if we cannot accompany him, ask
support or notify Control and Monitoring.

Always keep in mind that some criminal act may occur on the premises of
hotel and that we are also part of the security.

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WAKE UP DOOR

The telephone center will notify Concierge of the room where the wake-up call will be made.

The concierge will inform the bellhop to go to the room where he should ring the bell until
On three occasions to inform the passenger that it is time for their wake-up call. If not having
response from the guest, bellboy must communicate with the Control and Monitoring Supervisor
for him to send an agent from his area to verify that everything is in order and without alterations.

The bellboy will ring the room bell once again in the presence of the Control agent and
Monitoring will be announced. If there is no response from the guest to the call, bellboys
he will proceed to open the door with his master key, greet and enter the room to verify
that there is indeed no one or if the guest is sleeping. If so, bellboys
It will wake up the guest and the wake up door will have been activated.

If the room is locked from the inside, the manager on duty should be called to handle it.
Take care of opening the door and performing the Wake up.

In case of encountering any irregular situation, call the manager on duty.

Buttons will notify the telephone exchange of the wake-up door result.

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INTERNET CONNECTION SUPPORT

The guest will contact the telephone center if they need help with the connection to
internet in the room.

The telephone operator is the first to provide the necessary assistance by guiding the guest to proceed.
the steps described in the support booklet found in each of the rooms.

If unable to connect, the phone operator will call the Concierge Supervisor for them to
proceed with the assistance in the room.

The button must strictly follow the steps indicated in the help booklet, having the
greater care in not changing ANY other aspect in the computer configuration
our guests.

If the problem persists, the guest will be offered assistance from the Systems Department.
hotel as soon as possible, according to the schedule you are in and the availability of the staff
of said department.

If the systems personnel on duty, nor the button operators or the supervisor on duty are not found,
available to assist the guest with their connection, it will be the Concierge Supervisor who
Notify the On-Duty Manager to take the necessary measures.

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TAXI RESERVATION FOR GUESTS AT THE HOUSE

The concierge only recommends taxi services from the company Mitsoo.

If the guest asks us for another alternative, we ask him if he has any taxi company to...
which you wish to call, if not, we will call the alternative company we have for
the moment that is 'Direct Taxi'. It is noted that we do not guarantee the service of
this company.

If the requested service is for the moment, the doorman is in charge of boarding the guest on
a unit from Mitsoo and register the service in your daily report.

If the guest requests an advance reservation, the Concierge Supervisor takes care of it.
You are asked for the date and time of the taxi service and the place where you want to be transported to.
where you wish to be picked up and the method of payment. Mitsoo is called to make the reservation or if
It is necessary to send an email indicating the reservation details.

In the Opera system, a Trace is set indicating the reservation details and the name of the
person of Mitsoo who attended the reservation. It also details the requested service and who was the
person who made the request.

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TAXI RESERVATION FOR GUESTS IN RESERVATION (HTL - APT - HTL)

The guest will contact the hotel via telephone, through an email, or by fax.
requesting a transfer service APTO - HTL, or within the hotel HTL – APTO.

If the Reservations department is no longer on duty, it will be the Concierge staff.

Who will take on this task by carefully checking the data, such as: passenger's name,
fecha de llegada

The information will be transmitted to Reservations or the Mitsoo counter at the hotel by email or in writing.

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LEAVE THE HOTEL FOR ANY GUEST SERVICES

When the occasion arises, the concierge will be responsible for purchasing or bringing something.
pending our guests. In these cases, the following procedure will be followed:

The supervisor will take the order from our guests, which can be charged to the
room charge or leaving cash, for which it must have been confirmed the
price correctly, (the most common cases are the purchase of some item, tickets for
events or the sending of any correspondence).

If it is necessary to use transportation to reach the destination, this will be communicated to you.
guest, must assume the payment of this, whether in cash or charging it to the account
of the room. It is reminded that for security, services will be carried out through Mitsoo.

At the time of leaving and returning (from walking), the bellboy will do so through the entrance door of
personal (Door 5), with the Supervisor on duty required to inform the security agent about this
in charge of the door and if necessary, will take a cab through the main door.

Before leaving, the bellboy must leave his master keys with the Supervisor or the person in charge of the shift.

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PACKAGE PACKAGING

Whenever a guest requires it, the concierge will assist with the packaging of some item.
package.

Since the concierge does not have sufficient and appropriate material for this type of tasks,
The guest will be informed about how and how much we can help them.

The materials and equipment to be used will be found in storage, these are, winches or tape.
plastic, terminals or clips for strapping, press for terminals and strap holder
rope, packing tape, cardboard boxes, and in some cases PVC tubes that they can provide us with
the Maintenance department or pabilo which is provided to us in the Kitchen of La Locanda.

Important: take into account the fragility of the item to be packaged. Not to commit to
provide a service that we are not sure we can deliver satisfactorily and
always offer an alternative.

The packaging will be done inside the storage or in the environment that is most suitable.

It is advisable to make a card or identification indicating the name at the end of the packaging.
of the guest.

You are reminded that this service has NO ADDITIONAL CHARGE.

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Umbrella loan

The hotel has 5 umbrellas to be lent to our guests.

To better manage them, they have been entered into the OPERA inventory.

If the requirement arrives in the reservation, this department will be the one to carry out the
loan application of the same.

If the guest requests it during their stay, one will be provided and the supervisor or person in charge
At the end of the shift, one from the inventory must be downloaded, put an ALERT - CHECK OUT and a trace.
for the internal control of Concierge.

Follow up on it.

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INSTALLATION OF FAX MACHINE IN ROOMS

The shift supervisor tomorrow will review traces or any special requests.
Sales and Marketing department in this special case the assignment of a fax machine
for a guest.

Should it be the case, the Supervisor will verify that the room for that guest is assigned and
this way we can send the machine for its installation.

The Supervisor will send the fax machine with buttons with new ink or in acceptable condition,
A4 paper sheets and a power adapter if necessary.

The bellboy will place the fax machine on the desk in the room and connect it, if it is a
executive room, luxury suite or junior suite, to the yellow take that is on the wall
next to the desk and the 'reception mode' in FAX ONLY. If it is another type of room, it
She will disconnect the phone from the desk from the wall socket and place the fax on it.
in this case must be MANUAL indicating to the guest that it is he who
should give a fax tone upon receiving the call. If desired, faxes should enter directly
The 'mode of reception' should be via FAX/TEL, after a few rings the fax will come in.
directly.

The Supervisor will conduct a test by calling central at 421-4400, from the fax machine of
Concierge (connect headset), give it a fax tone for the room where it will be installed.
fax machine.

The Supervisor will place an ALERT - RESERVATION on the guest's reservation indicating that
There is a fax machine in the assigned room and it will be confirmed with the housekeeper via Nextel.
corresponding to ensure that the machine is not removed from the room, likewise a will be placed a
ALERT – CHECK OUT asking to notify Concierge at check out to remove the fax machine
from the room.

The telephone center must also be informed so that they are aware of the fax in the
room and know how to forward calls or faxes if necessary.

At the guest's checkout, the Supervisor will send a bellboy to collect the fax machine from the
room and will place it back in storage.

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FLOWER SALE

When a guest requests to buy a flower arrangement, we should give as the first and most
important alternative, the sale of flowers by the hotel. At the concierge desk
we have a catalog of flowers.

The flower shop will maintain a stock of flowers that allows for most arrangements to be served.
They are in the catalog but we should always call the Florist or Housekeeper to consult.
the available stock of flowers and being able to provide alternatives to arrangements that cannot be fulfilled
at that moment.

If there is a case of making a home delivery, the amount of the taxi will be charged from
in addition to the amount of the arrangement.

The preparation request will be made using the requisition format, marking the item of
"others" and will be charged with the Service Charge format as miscellaneous. These charges are
they are done at reception.

When making the requisition for the arrangements, the name of the arrangement and the number must be specified.
the catalog page to leave no room for error, as well as the date and time of
I pick up from the arrangement.

The florist will deliver the arrangement after verifying the charge made.

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ALERT POSITIONS

It is a priority of the concierge to provide our guests with professional service and
quality, for this it is necessary to always be attentive to any requirements from them and
anticipate their needs.

For this purpose, there are the so-called 'Alert Positions', which allow us to have
total visibility of the Lobby and being attentive to what is needed.

The alert positions are two: one in the area close to the elevators and the other in the middle.
from the Lobby, exactly under the security camera.

It is the proper function of the Buttons to cover these Alert Positions for as long as possible.
possible, for which they must work in posts, as much as possible, so that the Lobby
never be without buttons.

It is the Supervisor's own function to ensure that these Alert positions are met, organizing
the work and looking for relays and batons.

The bellboy covering one of these alert positions must remain in a state of
service and with a firm posture, showing interest in their functions and a positive attitude. Never
show annoyance, boredom or tiredness. Always a smile.

The Alert Positions allow us to be attentive for assistance with luggage, arrangement of
newspapers, provide information on events and restaurants or any other indication that the
He designates the supervisor.

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REPLACEMENT OF JUICES

The juices will be changed in all three shifts with a time of between 30 and 15 minutes before the
end of the shifts.

The bellboy will prepare a requisition for fruits and vegetables specifying which juices are requested and how many.
jars are needed.

The bellboy will leave his jars in fruits and vegetables using a mask and disinfectant liquid.
for the shoes that are located at the door of the area designated for fruits and vegetables and in
estimated time will return to collect the same.

Buttons will leave their juices in jars with lids, respecting the Haccpy rules, and will place them in
the minibar located in the juice room.

A tray should always be used to transport the juices.

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APPLE REPLACEMENT

The replacement of shifts by the bellboys includes the replacement of the apples.
located in the silver basket that is on the Reception counter.

The concierge has a plastic basket located in the room, behind the reception, in which
a minimum stock of 20 red and/or green apples is maintained depending on what's in the storage.
fruits.

The outgoing shift will be responsible for requesting in the same requisition for natural juices, a
sufficient number of apples to restock during the next shift.

At the time of gathering them, the chef in charge of the Preparation kitchen must be asked.
Of the vegetables that I delivered to you. If there is no one in the kitchen, the bellboy may enter.
wearing a face mask, as well as disinfecting hands and shoes.

The apples will be transported to the 'juice room' always inside the fruit basket.
properly covered, without wearing the mask while moving through the lobby.

When replenishing the basket of apples, the label with the CAMUSSO brand will be
previously saved and the replenishment will take place in the 'juice room', making sure to choose
the best apples and remove the quality control labels attached to them.

The basket of apples must be taken for maintenance at the store.

CAMUSSO whenever necessary, for this, notify the Supervisor or in charge in advance.
shift.

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REPLACEMENT OF CUPS

The concierge has a minimum stock of 43 five-ounce glasses, which are located in the
juice room.

The glasses are for the exclusive use of welcome drinks for guests, they are not for use by
personal of Concierge or Reception.

The replacement of the glasses must be carried out before the end of each shift, with the aim of
that the incoming shift receives its full stock.

The change of dirty glasses for clean ones is carried out in the Steward area, for the transfer of the
Brown trays with non-slip are used for vases. The silver tray is no longer used.
that this is exclusively for the welcome drinks and should never leave the environment of the
reception and the juice room.

Although the glasses come out clean from the Steward machine, they are left with white stains.
so they need to be polished carefully.
For polishing them, two cloths are used: a damp towel and a dry polisher. First
The glasses are cleaned with a damp towel, placed upside down, and then finished polishing.
with the dry polisher and stacking them in the proper place for the glasses.

Keep the cloths for cleaning glasses always clean.

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TOWEL REPLACEMENT

The folding of towels will be done in the last 30 or 15 minutes before the end of the shift.

The folding of towels will be done by one of the two porters on duty.
The towels to be folded will be 20 facial towels during the morning and night shifts, for
In the afternoon shift, up to a maximum of 30 folded towels must be left, depending on
of the number of arrivals.

The Bellhop will fold them in the juice room. He will do it using a
cooler intended for this, lukewarm water and Jean Nate cologne.

The folding will first be done by joining the four corners, always keeping the label facing inward.
and then they will be rolled up like tubes.

Once the folding is finished, the button will proceed to place them inside the Alto Sham oven.
located at the back of the reception. The Alto Sham must be at a temperature that
not drop below 80 °F and not exceed 100 °F.

The bellboy should check for any towels in poor condition inside the Alto Sham and
replace them.

The work area must be clean again.

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CLEANING OF CAR TRUNKS

The Concierge area has 6 luggage carts, 4 large and 2 small. Additionally
we have 3 small 2-wheeled cars that are for quite limited use and mainly for
emergencies, in case the other cars are occupied.

All trunk cars are made of bronze, so they require daily cleaning and maintenance.
deep period.
For cleaning cars, the brass cleaner product 'Amor Liquid' is used.
Special cloths provided by the Laundry area are used for cleaning. It is applied the
product in the cars with the help of cloths, and with other clean cloths, polishing is carried out
of bronze. Cleaning is daily and during the dawn shift.

The 3 small cars are cleaned once a week, on the day that the Supervisor deems appropriate.
opportune and necessary. Also in the shift of dawn.

Deep cleaning is done once a week and consists of polishing the brass, washing the
the towels with detergent, cleaning of the tires and brushing of the carpet. The Supervisor points out
the right day for this deep cleaning.

The cleaning of the cars is the responsibility of the doormen and bellhops, depending on the case.
Supervisor supports in this function if deemed necessary. The work is divided among the
goalkeeper and the on-duty buttons share equally.

In case the night shift has only two collaborators, the doorman or person in charge of the
the afternoon shift door must leave two properly polished cars for the night shift. This
This is to avoid overloading the night shift.

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REPLACEMENT OF WATER CART FOR GUESTS

The hotel has implemented this new service as an added value for our guests.
who like to go out to exercise in the mornings.

The water cart must standardly carry 9 hand towels, 9 bottles of mineral water.
as well as sufficient Jogging Maps.

The cart will be taken out every day between 05:30 and 07:00 hrs. and placed next to the
main door by the doorman or the bellboy who replaces him as they are also the
in charge of offering them to our guests, replenishing it and putting it back in the
juice room.

It is important to check the details such as the fold of all the towels and the position of the
bottles.

The replacement of the cart will also be the responsibility of the doorman or the bellboy who does it.
replace, to be done during the night shift before the previously mentioned time.

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ACCESS TO THE EXECUTIVE LOUNGE ON THE 16th FLOOR

When someone is outside the panoramic elevators and asks us

do not grant access to the executive floor.

It should always be announced through the Telephone Exchange.

If the case arises that they claim to be a guest of the hotel, send them to the reception.

When we transport ourselves by the elevator and someone gets on, wait for
may these be the first to insert their cards.

Always remember that there are guests who wish to access an area for which they do not have permission.
access or worse yet, someone else who attempts to commit a criminal act.

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REPORTS OF AMENITIES TIM AND COM – DISTRIBUTION OF THE SAME

Within OPERA we can access a detailed list of guests who request to

check-in moment the TIMES DIGEST as well as the newspaper THE COMMERCE. If any guest
Request one of them or both at any other time, it must be reported to the supervisor.
in charge and if this person is not at the hotel reception for the necessary modification in the reservation.

The copies intended for the hotel areas will be added to these two lists as well as for
the management staff (both lists can be found at the Concierge counter).

For the Times Digest, we have some special cover sheets in storage where the date will go.
weather forecast accompanied by the average temperature in Lima, expressed in
degrees Celsius and degrees Fahrenheit. To obtain this data, it must be reviewed
daily the Senamhi page on the internet.

This task is performed during the night shift.

The Times Digest will be delivered under the door before the break time of the shift.
night.

The newspaper El Comercio will be left inside the fabric bags designated for them.
hung on the doors of each room. This must be done as soon as possible after that.
they have been received.

The El Comercio newspapers for the administrative staff will be left in the drawer.
corresponding to each management even on weekends or holidays.

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EVENTS REPORT, LOBBY BOARD

Approximately at 9:00 PM a report of events is generated for the following day using
the Opera system.

An original is printed. With the original and an A3 sheet, we head to the Business Center, where
We enlarged on A3 paper to 141% and made 7 copies of the original.

The extension in A3 is placed on the board located in the Lobby next to the staircase.
of access to the rooms.
The copies are distributed to the following areas: Valet Parking, Reception, Central Out, Central In
(2), Console, Jewelry 'Ilaria' and the original stays at Concierge.

This procedure is carried out every day in the afternoon shift and is a task of
Shift supervisor.

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EVENTS BOARD

The event board with plastic letters will be assembled during the night shift by the Supervisor.
the shift manager.

The board will be completed with the day's events, including the start and end time.
of the event, the name of the event, and the room where it will be held.

If there are any changes during the day, the Events department will make the change.
respective in the system and the Supervisor on duty will be informed for the change in the panel
placed next to the Concierge counter and on the board itself.

If there are not enough letters to complete the name of an event, leave it blank and inform the
Morning shift so that I complete it later as the morning events finish.
Do not use letters that do not correspond.

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PRINTING AND REPORTING TO THE DIFFERENT AREAS (NIGHT SHIFT)

The printing and distribution of reports for the different areas of the hotel will be done during the
night shift will be done after the audit.

The list of reports to be printed as well as the list of the areas to which they correspond are already
indicated at the concierge counter, being only the Reception Manager or the Management
of Operations, those authorized to make any modifications to them.

The reports must be printed after the audit has been run and before the start.
of operations of the areas to which they are intended.

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ORDER CHECK OUT REGISTER CARDS OF THE DAY

This task will be carried out by the night shift supervisor daily, needing to collect the
registration cards (checked out of the day) from the boxes located at the reception counter.

During the shift, you must arrange them alphabetically and if you find one from a different date,
will be placed on the corresponding day.

The registration cards will be filed WITHOUT REMOVING anything that has been attached to it.
reception except for the vouchers or payment orders from the various credit cards,
THESE ARE CANCELLED OR NOT and must be delivered to the manager on duty. Likewise, the
Business cards attached to the registration cards will be collected and delivered by the
tomorrow to the assistant of the Sales department.

The registration cards will be stored inside a box in the storage.

concierge services and will be stored for a minimum period of three (3) months; after
During this period, the boxes will be sealed indicating the corresponding month and in coordination.
with the Chief or reception assistant and the hotel's Internal Auditor, sent to the warehouse of
passive file of the hotel.

For this, a charge will be made in advance, recording that the cards were delivered.
ordered and sealed records indicating the corresponding months.

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REPLACEMENT OF THE TELEPHONE OPERATOR (NIGHT SHIFT BREAK)

It is part of the functions of the supervisor or shift manager to replace the telephone operator.
during the 45 minutes of their break. The time they wish to be coordinated with them will be arranged.
replaced.

On some occasions and depending on the supervisor's obligations, this replacement may not be possible.
having to coordinate with the on-duty manager for the appropriate solution.

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PREPARATION OF THE REQUEST TO WAREHOUSES

A person from the area is assigned to be in charge of preparing the requisition for supplies.
office supplies and/or hygiene items that will need to be kept in stock within the storage during
the week.

The requisition will be delivered to the reception manager for approval.

Once the requisition is signed and approved, it will be returned to Concierge who will deliver it.
to the warehouse managers before noon, signing our charge which will be
filed in the requisitions file. If none is available on duty, it will be deposited in the box
of requisitions located in front of door 5. inside the first drawer of Concierge.

The winery will send a request to Concierge and in turn, they will verify that everything has been delivered.
exactly as it appears in the requisition. If not, note will be taken of those items that have not
have been delivered, noting them in the occurrence notebook to take them into account in a
next requisition.

Once the requisition has been delivered by the warehouses, Concierge will sign for the charge acknowledging it.
receipt of the same.

In the case of hygiene items, they must also be entered in the corresponding Kardex.
once the requisition is received.

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SCHEDULE PREPARATION

The schedule for Reception is done in an Excel sheet, on the counter's computer.
Concierge.

The schedule is prepared with a two-week projection and is divided according to the position, meaning,
Supervisors, Fixed buttons, Flashing lights, Trainees, and Doormen.

The schedule is prepared considering shift rotation and occupancy, in the case of Interns.
For intermittent workers, the number of days and hours worked per person must be taken into account.
due to the specifications of their contracts.

The schedule must be completed one week before its validity, to present it to everyone.
the area collaborators and they can make their shift changes.

He presents himself to the Reception Manager on Friday before the Schedule starts.
for your observation and approval. The Schedule of only one week is presented. It is published in
the cork located in the Storage.

Any shift change between two collaborators must be made within the week.
prior to it, both agreeing, and consulting with the responsible Supervisor of the
Schedule.

If the schedule is already in effect, a 'Shift Change Form' must be filled out, which
needs the approval of the Reception Manager.

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INSTALLATION OF WIRELESS ANTENNA

The hotel has 14 wireless antennas to be installed inside the rooms or in

any other area that is necessary.

These antennas are managed by the telephone exchange.

When an antenna is requested by a guest, we must inform them that they have a
cost per day.

The telephone exchange will make the corresponding posting and will give the button the position to be signed.
by the guest, will also deliver 01 antenna and 01 power transformer.

The attendant must plug in and connect the transformer to the outlet (220 v) and the other end
on the antenna. The internet connection cable must be placed on the antenna. The signal is detected.
from the hotel and connects to the internet.

If you have any difficulty connecting to the internet, please contact the department.
systems.

Upon completion of the installation, the shipment will be delivered to Reception.

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SUPERVISORS

Morning Shift

Timely attendance at the Briefing.

2. Logbook Review.
3. Confirm with the incoming buttons that the outgoing buttons are leaving shifts
complete. (Juices, Apples, Towels, Glasses and luggage carts).
4. Verify the completeness of service keys, storage, master keys, and Nextel equipment. Review file.
of groups yet to arrive.
5. Review groups file to arrive.
6. Review of unresolved traces from today and the previous day.
7. Review of the GIFTS - RESERVATIONS format.
8. 'Physical' verification of slopes in the storage.
9. One-on-one review of luggage in storage.
10. Transmit the most relevant information that occurred during the shift.
11. Review assigned and available rooms to send luggage and other pending items (gifts,
documents, etc.).
12. Place traces on each reservation indicating what is being uploaded, as well as the number of
the room.
13. Inform Hsk about the rooms where the pending items will be left.
14. Note in the occurrence notebook what happened during the shift.

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Afternoon Shift

1. Timely attendance at the Briefing.

2. Logbook Review.
3. Confirm with the incoming buttons that the outgoing buttons are leaving shifts
complete. (Juices, Apples, Towels, Glasses and luggage carts).
4. Verify all service keys, storage, master keys, and Nextel equipment.
5. Review of unresolved traces from today and the previous day.
6. Review of the GIFT - RESERVATIONS format.
7. 'Physical' verification of slopes in the storage.
8. Transmit the most relevant information that occurred during the shift.
9. Print the event list and distribute them in the respective areas.
10. Note in the occurrence notebook what happened during the shift.
11. Audit of master keys with the night shift.

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Night Shift

1. Timely attendance at the Briefing.

2. Logbook review with outgoing Supervisor.
3. Confirm with the incoming buttons that the outgoing buttons are leaving shifts
complete. (Juices, Apples, Towels, Glasses, and luggage carts).
4. Verify the total number of service keys, storage, master keys, and Nextel equipment
5. Review of unresolved traces from today and yesterday.
6. Review of the format GIFTS - RESERVATIONS
7. 'Physical' verification of slopes in the storage.
8. Transmit the most relevant information that occurred during the shift.
9. Print TIM and COM lists.
10. Printing covers Times Digest.
11. Communicate the daily guidelines of 'El Comercio' to the telephone exchange.

12. Sort registration cards alphabetically.

13. Replace the telephone exchange.
14. Print event list.
15. Assembly of event panel.
16. Printing of reports to the different areas.
17. Distribution of the daily "El Comercio" to the different areas.
18. Have the positions signed for the reports that require it.
19. Organize in the occurrence notebook what happened during the shift.

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BUTTONS

Morning Shift

Timely attendance at the Briefing.

2. Review of the Occurrence Notebook.
3. Share more relevant information with the outgoing shift.
4. Shift review: Juices, Apples, Towels, Glasses, and luggage carts.
5. Distribute documentation to administrative areas (09:00 hrs.)
6. Maintain alert positions.
7. Rescheduling of shifts.

Afternoon Shift

1. Timely attendance at the Briefing.

2. Review of the Occurrence Notebook.
3. Share more relevant information with the outgoing shift.
4. Shift review: Juices, Apples, Towels, and Glasses.
5. Maintain alert positions.
6. Rescheduling of shifts.

Night Shift

Timely attendance at the Briefing.

2. Review of the Occurrence Notebook.
3. Share more relevant information with the outgoing shift.
4. Shift review: Juices, Apples, Towels, and Glasses.
5. TIMES DIGEST Printing.
6. Distribute TIMES DIGEST.
Shoe Polishing.
8. Cleaning of luggage carts.
9. Rescheduling of shifts.
10. Distribute TRADES.

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PORTERS

Morning Shift

Timely attendance at the Briefing.

2. Review of the Goalkeepers' Occurrences Notebook with outgoing goalkeeper and notebook of
occurrences of Concierge.
3. Check the flags placed.
4. Verify that MITSOO cars meet all required standards. (During
the entire shift)
5. Read the events sheet.
6. Save the cart of towels and mineral waters.
7. Change flags (as required).
8. Be attentive to the arrivals and departures of guests.
9. Write in the occurrence notebook what happened during the shift.

Afternoon Shift

Timely attendance at the Briefing.

2. Review of the Goalkeeper Occurrences Notebook with outgoing goalkeeper and notebook
occurrences of Concierge.
3. Verify that MITSOO cars meet all the required standards. (During
the whole shift)
4. Read event sheet.
5. Be attentive to the arrivals and departures of guests.
Lower the flags at 18:00 hours.
On Fridays, they will be sent to the laundry.
8. Note in the occurrence notebook what happened during the shift.
Prepare the flags as requested for the next day.

Night Shift

Timely attendance at the Briefing.

2. Review of the Goalkeepers' Occurrences Notebook with outgoing goalkeeper and notebook
occurrences of Concierge.
3. Verify that the MITSOO cars meet all required standards. (During
the whole shift).
4. Cleaning of carts and carpets.
5. Take out the towel and mineral water cart (05:30hrs.)
6. Raise the flags (06:00 hrs.)
7. Write in the occurrences notebook what happened during the shift.

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FUNCTIONS WITHIN THE AREA

Each and every member of the Concierge team will have a

specific and determined function within the area. These functions will be
carried out periodically, as many times as necessary and its strict
compliance will help maintain order and the proper functioning of the
teams in the area to ensure optimal service and working environment.

The functions can be shared by one or more members of the area and
will assign a person to carry them out while the person in charge is
find on vacation or rest. Not for this reason, if any of
we consider it necessary to fulfill a task and the responsible of
if the same person is not on duty, another person will be designated to do it.
carry it out or do it on one's own initiative.

Every effort in pursuit of improvement in the area and our work environment
he is welcomed and recognized by everyone.

The functions are as follows, but they may increase or be modified according to the
operation requires it:

General cleaning of the storage

General cleaning of the juice room
General cleaning of the counter and brochures
Replacement of linen, tablecloths, napkins, and silver-plated tray.
Restaurant Guide and Entertainment Guide
Flags
Requisitions
Maintenance of trunk cars
Review of the Concierge email.
Maintenance of Nextel equipment, radios, DVDs, and umbrellas.

The replenishment of linen will be done during the 3 shifts and will be the responsibility
of any of the buttons that are on duty.

The buttons will lead to Laundry with dirty linen from the area for its
restocking. Then this linen will be organized in the juice room behind the
reception.

The napkin folding will be carried out by the bellboys and will be done in the
juice room for greater order.

The rest of the functions are performed periodically as required by the operation.

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COMMITMENT

By signing this document, I acknowledge that I have read the "Manual of

Concierge ...hotel completely and that all procedures have been understood and
accepted in its entirety.

At the same time, I commit to faithfully execute, respect, and disseminate the
previously detailed procedures.

Company Date

Boris Aladzeme Nué ___________________ _______________

Juan Rolando Rivas ___________________ _______________

Rafael De La Colina ___________________ _______________

Daniel Francis ___________________ _______________

César Carrillo _______________

Guadalupe Sernaqué ___________________ _______________

Martin Argote ___________________

Jorge Flores _______________

Ryan Rubio ___________________ _______________

Axel Guzmán ___________________ _______________

Carlos Martínez _______________

Carlos Billota ___________________ _______________

Cristhian Palomino ___________________

Gino Casagrande _______________

Leslie Benzaquen ___________________ _______________

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