Professional Documents
Culture Documents
INDEX Page 1
Scope:
This document applies to the function of Concierge that describes all necessary service
offers to the entire guest as per brand standards.
Objective:
Ensure Associates have up to date knowledge of hotel products, services, pricing and
policies as well as a good knowledge of the local area.
Maintain good communication and working relationships with all other departments.
GOAL:
To appear smart and presentable at all times
PROCEDURE:
Name badge on at all times
Uniform well pressed
No strong after shave or strong perfume
Clean hands & manicured nails
Attention to personal hygiene (shower prior to start of shift use of deodorant, brushing of
teeth , fresh breath at all times)
GENTLEMAN:
Clean shaven
Hair –Short & off collar
One necklace ( not revealing )
Wedding band permitted
GOAL:
To have the right Attitude and Product Knowledge. To recognize sales opportunities.
PROCEDURE:
Attitude
Greet guest and colleagues with a smile and maintain a friendly and pleasant expression
Stand upright, do not fold your arms in front of the guest
Keep your hands out of your pockets
Do not lean on the counter at any time
Do not play with hair and jewellery
Ensure a positive body language
Speech
Be tactful and courteous, do not argue with guests
Be humored and even tempered, do not become over friendly with guests
Look at a guest when addressing him/ her
Look and act professional
Always appear confident
Listen carefully to guest when talking to him/ her
Be positive
Use the guest’s name at least twice once known
Ask the right questions to identify needs.
Talk clearly and maintain a good tone of voice at all times
Do not criticize one guest to another
Do not refer guest as “he/She to They “ in their presence
Do not weary the guest with your troubles
Do not discuss religion or politics with guests
Be specific in your explanations
Consult your colleagues if any doubt arises
Establishing Contact
GOAL:
PROCEDURE:
GOAL:
To maintain a professional and an impeccably clean and aesthetic entrance for the
guests first impression.
The area to be presentable.
To feel welcomed
PROCEDURE:
GOAL:
PROCEDURE:
Check daily arrival list for VIP and regular guests, special events, etc. Memorize the names
of VIP guests and regular guests.
Aware of any special events, conferences & meetings.
Meet guests on arrival and SMILE.
Maintain eye contact and carry out polite conversation.
Greet guest by the time of the day and welcome them. (Good morning, Welcome to Madinah
Hotel )
If the guest(s) name is known greet them by name (Good morning Mr. Smith, Welcome to
Madinah Hotel)
Anticipate the guest’s needs and assist in alighting from the vehicles where required.
(Elderly guests, young children, physically challenged guests)
Guide guests to the reception.
Always offer to carry any parcels, “May I help you, Mr. X”
“May I help you Sir/Madam” (where name is not known)
GOAL:
To immediately offer to assist with luggage and ensure safety and careful handling of
luggage
Ensure all luggage’s is handled and stored in a secure manner
Unload luggage
Take luggage to the lobby.
PROCEDURE:
GOAL:
PROCEDURE:
GOAL:
PROCEDURE:
GOAL:
PROCEDURE:
Have a member of the team attend the Groups Meeting and get as much information
about any arriving groups for the week.
Be aware of the group arrival time, number of rooms booked, number of people and the
transportation arrangements.
On arrival, unload baggage from the vehicle and confirm with group organizer.
Check for any luggage left behind.
Tag the bags with the hotel’s check in tags.
Check the names on the luggage tag against a rooming list.
Request guests to identify bags without luggage tags.
Mark the room numbers on the check in tags.
Sort the luggage as per floor.
Deliver bags as per Standard (Refer Delivering luggage to room)
GOAL:
To make sure that all “wake up call requests” information is accurate and the guest will
receive a timely wake up call, in a professional manner.
PROCEDURE:
Take down the name of the guest, room number, requested time and date for the wake up
call.
Check with the guests if they would like to order tea / coffee / breakfast along with the
wake up call
Offer to arrange a reminder call for the guest.
Offer to book transport if departure guest.
Repeat all information to the guest to ensure clear understanding.
Log down the information in the reception wake-up call book.
Call the operator to inform the above details and take the name of the operator.
All wake up call books will be collected by Concierge to be given to the Operator at
01.00AM and to be returned at 07.00AM during the Morning briefing (During 0100h –
0700h all areas will call directly to the Operator for any wake up call requests and
temporarily noted in the shift check list to be recorded in the wake up call book)
Wake up call is given by the telephone operator.
GOAL:
PROCEDURE:
“Please Drive Me To” card should be kept ready at the Concierge & Valet Desk at all times.
“Please Drive Me To” card will be given to the guest who needs assistance especially for
first-timer guests who may not know their way in and around Dubai.
Write clearly the destination of the guest on the backside of “Please Drive Me To” card
Explain politely to the guest the purpose of it while giving the card to the guest and
explain to the driver the destination.
GOAL:
PROCEDURE:
Greet guest “Good Morning / Afternoon / Evening Sir / Madam and welcome to Le Royal
Madinah Hotel Beach Resort & Spa. Offer to park the guest vehicle.
Inquire if guest is staying with us. Write “I” in case of in-house guest & “D” in case of day
guest.
Hand over the guest the valet parking slip and write the guests name on the slip and
inform that the vehicle will be released on the presentation of this slip.
Carefully examine the car for any visible marks i.e. dents, damage light etc.
Sign on the slip, in the valet parking logbook, your name for reference.
Ensure all windows / doors of the vehicle to be parked are locked. Take note that no
valuables are visible whilst parking the car e.g. mobile phone, jewelry etc.
If any valuables are noted inside the car, notify the guest and the duty Manager and Duty
security.
Record the name, type of car, the car number plate and the zone to which the car will be
parked.
Place the keys in the valet parking envelopes and the keys in the valet drawer cabinet
locked in the valet desk.
At the end of the shift a list of all the cars still parked to be made and a copy to be given
to security.
GOAL:
PROCEDURE:
Repeat the name of the guest to confirm the spelling. Check on the computer if guest has
left a locator. If the guest has left a locator contact the guest.
When a request to page a guest is made, advise the caller to hold while the paging is
taking place
Have the guest name clearly typed in block letters on a clear page and place it on the
paging board.
Page for the guest in all restaurants and the beach area. The paging board is held up so
that it is in clear view of all the guests.
When the guest is found pass on the message if guest is not found, leave message in the
guest room.
For emergency or distressing messages the hotel Duty Manager should contact the guest
when located and deliver the message discreetly.
GOAL:
PROCEDURE:
GOAL:
PROCEDURE:
If the message contains sad news i.e. death or hospitalization, notify the Duty Manager
before sending the message to the room. In such cases guest must be paged immediately.
Write clearly the name of the guest / Room No on the message envelope.
Deliver the message to the room as per the standard.(Refer DELIVERING MESSAGES
AND FAX)
GOAL:
PROCEDURE:
On receiving the Luggage / parcel tag it as per the building category the guest is staying
in. Red – Main, Blue – Club, Yellow - Tower
Reconfirm the number of bags to the guest.
Confirm details of collection.
Tear the claim slip and hand to the guest.
The rest of the tag is to be tagged to the baggage /parcel along with the details of the
guest.
Enter the details in the left luggage /parcel book.
If the luggage is stored only for the day, place the yellow dot sticker on the luggage.
Any Alcohol should not be accepted or kept in the left luggage room.
In case of an envelope, determine and reconfirm the name of the person handing over the
envelope, contents of the envelope and the person the envelope is to be handed over to.
Place in slot and note the slot letter.
Log details in the envelope log book.
GOAL:
Guest luggage to be brought down quickly and carefully and either placed in storage or
loaded into the departure vehicle.
PROCEDURE:
GOAL:
PROCEDURE:
GOAL:
Luggage to be brought down and loaded in the transport safely and in a timely manner
To be assisted with the luggage on departure.
Luggage to be handled carefully.
PROCEDURE:
Check with the group leader or group coordinator for departure details.
Confirm time for luggage pull & Transportation.
Reconfirm Number of bags to be collected.
Allocate bellboys floor wise for luggage pick up.
Once the luggage is in the lobby count and reconfirm with the group leader.
Once again count the number of pieces to be loaded.
Load the luggage on the Bus / Cars.
Bid farewell to the group.
Record the details in the logbook.
GOAL:
PROCEDURE: