SOP-CONCIERGE

SOP CONCIERGE

 POLICES & PROCEDURES

A. HOTEL SERVICES & FACILITIES KNOWLEDGE

           

Front Office staff should always maintain and have a good knowledge of all hotel services, and facilities, in order to provide accurate and effective information to the guest.

PROCEDURES

• Maintain a complete & latest “Hotel Service Directory “. All departments that render service directly to the guest, hotel facilities, and special program held in a hotel.
• Arrange the directory according to section for easy & fast reference.
• Be familiar with the specialties, operating hours, capacity, and cost of those facilities.
• Maintain a sufficient stock of the hotel brochures and tariff sheets at the desk.
• Know all special programs held in the hotel and maintain up to date late list of services and facilities
• Get complete information about the program and share with your colleagues.

B. LOCAL INFORMATION KNOWLEDGE

           

Bell Service staff have to be familiar with the local area and direction. Try memorize the information as much as possible.

PROCEDURE

• Concierge will compile & maintain “The Area Information Directory” to get an easy reference for prime local attractions, major points of interest or destinations, various type of restaurant, public transportation system, items of cultural interest, shopping centers, theaters and churches.

• Bell Service staff should have a through knowledge of local information outside the hotel and can give an accurate information and good direction to the guest.
• Ensure that a sufficient supply of maps (resort surrounding areas map) is always maintained at the Bell Desk.
• Always give accurate, clear and concise directions: Obtain the exact location the guest wishes the direction for with a highlight pen, highlight on the map the exact route to be taken while orally explaining to the guest. Clearly and legible write down the direction and hand it to the guest.

C. MAINTAINING PROFESSIONAL MANNER

All Bell Service staff are expected to be well mannered, with good grooming and helpful attitude to all arriving guest/staff at the hotel.

PROCEDURE

• Uniform. All uniforms worn must be appropriate to your section. It must be neat, clean & ironed. Free from stain, dirt & any smell. All buttons must be buttoned up, Uniform must be properly tucked in or tucked out as assigned by the regulations.

• Black Shoes. No canvas shoes, or sport shoes are permitted. Must be Worn when on duty & must be polished. Black shock must be worn.
• Jewelry. Wedding and simple ring & watch may only be worn. No ornate jewelry is permitted to be worn on duty. Males are not allowed to have earrings. Necklaces if worn must be hidden.
• Service personnel must wear their name tag when they are on duty
• All another accessories like pins/souvenir tags are not allowed unless officially assigned by the management.
• Hair must be short & neat (properly combed) no beard or mustache or side burns (clean shaven).
• All bell service staff are expected to practice good personal hygiene when coming to work (make sure to use light deodorant or cologne). Clean & bath regularly.
• Finger nail must be short & free of dirt.

All Bell Service Staff must be cheerful, Pleasant, and smiling at all times

Body Language

• All Bell Service staff represent the hotel by looking sharp, ft with good posture; (Standing upright, looking straight ahead with confidence)

• Do not slouch, lean, sit, stand with arm folded, hands in pocked, eat or any other mannerism not fitting for uniformed service personnel.
• A pleasant tone of voice is very important. Avoid loud talking, singing, whistling, or laughing while on duty.

Hygiene

• No scratching or digging of body parts, biting of nail while working or in public area,

• No combing of hair while working or in public area,

Greeting the Guest

• Bell Service personnel are representatives of the hotel and its management. Very often, the first person a guest meets when he arrives at the hotel is a Bell Service staff and also it is very often the last person a guest usually meets at the end of their stay. So it is imperative their service begins with the Bell Service personnel. Greeting is main point of this service. All guest must be greeted properly with a smile & assistance offered.

• Have smile on your face.
• Make eyes contact with guest.
• Say “Good (time of day), Sir/Madame, Welcome to Planet Holiday hotel or “How May Assist you”
• Always address the guest by name if possible (e.g.  check for name on luggage tags)

Professional Attitude

• Bell staff at all time must show an unselfish attitude and act in at the spirit of team work to ensure guest satisfaction and be supportive to all departments within the hotel.
• The work of the Bell Service personnel requires one to be quick, alert, accurate, attentive, he must be familiar with ask hotel’s facilities as well as their activities and recommend all service offered by the hotel.
• Staff should appear professional & friendly when doing his job.
• Be helpful always offer assistance to help a guest, other department, and must support each other in operations all the time). Staff must no tell the guest to contact other departments by themselves but will make these contacts on client’s behalf.
• Pay full attention to the rule & regulation house rule).
• Cooperate with the superiors to assist the guest effectively.
• Work together & have good coordination with colleagues and be supportive to all other departments within the hotel.
• Do not show an attitude of  “only work in here” ”It is not my job”
• Have good communication & coordination with other departments.

D. HANDLE THE CLEANLINESS OF THE WORKING AREA &

     EQUIPMENT

     POLICIES

• Ensure the cleanliness of the main drive way, entrance, lobby & storage room.
• Polish all the trolleys, door handle at the main entrance with proper clothiers & chemical liquid. Make sure that the equipment are in good working condition
• Ensure the astray at the lobby area are clean and available for use all the time
• Look after all the furniture that place in lobby
• Closely coordinate with housekeeping in the lobby.

    PROCEDURES

• Closely monitor the cleanliness of the hotel’s main drive way, main entrance, lobby, main staircase, storage room, trolleys, ashtrays.
• Closely coordinate housekeeping department to touch up, clean any of above area that look dirty or pleasant
• Properly check the working condition of the trolleys and polish them in order to keep them shine all the time
• Use tissue to clean the dirty ashtray and standby come for extra inquiry
• Ensure that the glass doors of the main entrances are always cleaned and free of finger print
• Luggage that shortly keep at the lobby area must arranges nicely and never block the way
• Immediately inform to outlet waiter or waitress to clear away if there is any glass or cup left by the guest in the lobby area.

E. HANDLE FIT LUGGAGE FOR ARRIVALS

      POLICIES

• Warmest greet and welcome to arriving guest with traditional way follow by appropriate solution of the day
• Assist the driver for unload the luggage from the vehicle and verify the number of pieces
• Tag the luggage and write down the guest name, room number by obtain from receptionist.
• Use two well trolley or four well trolley
• When place the luggage to the room, verify the number of luggage and farewell the guest
• Properly note down in the luggage movement list for arrival

      PROCEDURES

• Approach to the vehicle, open the vehicle’s door, Warmest and welcome the guest with Indonesian style and solution of the day
• Help the driver to down load the luggage from the vehicle, confirm the numbers of luggage with guest and direct the guest to the reception counter

• Tag the luggage C/I process is done, escort the guest to the room and brief the guest about the facilities of the hotel
• Upon the C/I process is done, escort the guest to the room and brief the guest about the facilities of the hotel
• When reaching the room, open the door and let the guest enter the room first then places the luggage on the rack and goodbye the by wishing a pleasant stay
• Record down the guest name, room number, number of luggage in the luggage movement list for arrival guest.

F.  ROOM CHANGE

      All Bellman must handle room change immediately

      PROCEDURES

• After call from GSA concerning a room change, write the information in to the Bellman Control Book. Ensure you write down from original room to which room.
• Get the new key and room change request form from GSA and proceed to the guest room

• IN the case in the room change request is made at a certain time (not immediate one) Write the information into Bellman Control Book highlight the time.
• Upon arriving at the door, knock on the door 3 times and announce your presence by “Bell Service, Good Morning, Afternoon, Evening”
• Ask the Guest if he/she ready to move to the new room
• Count the amount the luggage and confirm back to the guest. Bellman must assist the guest to pack if necessary.
• Inform to the guest if you would like to check the room to make sure nothing is left behind.
• Collect the room key
• Escort the guest to the room and ask the guest to accompany you
• Upon Arriving at the new room, allow the guest to enter first.
• Load the luggage from the trolley and ask the guest where they would like the luggage to be placed
• Excuse yourself politely
• If the guest move to the different type of room, ask the guest whether we could explain about the room facilities
• Return the old key to the Front Desk
• If there are any problems with the room change or the room change is completed report it to the Front Desk
• The luggage should never be moved during the absence of the guest unless authorized by the guest
• Record your activity to into the Bellman Control Book / Concierge Log book and file the room change form.

G. HANDLE GUEST’S PARCEL TO HOLD FOR ARRIVING GUEST

POLICIES

• Must have a proper storage place to keep the items
• Must ensure that guest have the name in the hotel’s arrival list and have the contact number of the sender
• The items and record have to be handled over from one shift to another physically
• Parcels need to have full name of arriving guest and Front desk Staff  must write down the arrival date and note in the system remark
• Fragile parcel needs to have sticker or note to identify that “FRAGILE”
• All valuable items received should be processed by the duty manager or FOM and keep in the safe Deposit Box or Front Office Cashier.

PROCEDURE

• Upon receiving the parcel from the guest, Front desk staff have to get the full name of arriving guest and obtain the sender’s contact number
• Front Desk Staff needs to verify the guest name which arrival list in the system, if there is, he/she has to update to arrival guest remark in the system that ”Parcel Hold For Arrival” then keep the parcel in the assigned place at reception or baggage room. Then note down in the record
• Upon starting the duty of the day, Front desk Staff must collect all hold for arrival parcels keep with arrival folder of leave a note on the arrival folder
• When the arriving guest Check-In, the Front Desk Staff presents the parcel to the guest and obtains the guest’s signature on the record.
• Tag every piece of luggage and write down the room number on the tag correctly base on the final rooming list.
• Sort the luggage by floor and deliver to the guestroom after check-in and record down the number of luggage for every room to be tallied with group master list

H. HANDLE GROUP GUEST’S LUGGAGE FOR ARRIVAL

• Warmest greet and welcome the arriving guest with Indonesia traditional way follow by appropriate salutation of the day.
• Assist the driver for unload the luggage from the vehicle & verify the number of luggage & put them in the assigned areas that do not block the way.
• Note down number of luggage in the master list get TL acknowledgement.
• Use two wheels trolley or four wheels trolley.
• When place the luggage in the room, verify the number of luggage and farewell the guest.
• Properly note down number of luggage every room.

PROCEDURES

• Be aware of group arrival time stand by sufficient man power in order to process the service efficiently.
• Approach to the vehicle, warmest greet and welcome the guest with Indonesia style and salutation of the day.
• Assist guest to come out of the vehicle and direct them to the group check-in area.
• Corporate with tour coordinator unload the guest luggage from the vehicle, count the numbers of pieces, note down & get tour coordinator acknowledgement.
• Obtain the final rooming list from front desk or group coordinator in order to deliver luggage corectly & efficiently.
• If the item valuable,the Duty Manager or FOM needs yo handle.

I. HANDLE FIT GUEST'S LUGGAGE FOR DEPARTURE

POLICIES

• Obtain the expected departure guest from front desk.
• Two wheel and four wells trolley mush be polished and proper work.
• Tag, stationary must be ready for usage of process.
• Any requesting for pick up the luggage will be served not more than 5 minutes.

PROCEDURES

• Answer the phone call in a polite and courteous manner with salutation of the day
• Repeat the guest room number and number of luggage for collection.
• Bring the suitable trolley according to the number of luggage.
• Bring the doorbell, announced "Bell Service" greet the guest by surname when the guest open the door.
• Collect and confirm the number of pieces and verify with guest if there any fragile item, we will pay attention to it.
• Offer assistance to make last minutes check of the room such as drawers, closet, safe deposit box to insure that there is nothing left behind.
• Check with the guest if transportation is required.
• When the guest have done the c/o assist tho loading the luggage to the vehicle and farewell the guest.

J. HANDLE GROUP LUGGAGE FOR DEPARTURE

POLICIES

• Obtain the last updated group departure list from front desk or Tour Coordinator.
• The two wheels or four wheels trolley are polish and good working condition.
• Tag and stationary are prepared and enough for the process.
• Must go yo pick-up the luggage at least 5 minutes before.
• Properly record the number of luggage before load to the vehicle.
• Obtain the acknowledgement of recipient from tour coordinator.

PROCEDURES

• Be aware of group departure time and stand by sufficient man power in order to process the service efficiently.
• Closely coordinate with Tour Coordinator for guest luggage arrangement.
• Use trolley to collect luggage that have been left in front office guestroom that belong to the group and put it assigned area.
• Properly count and record down the number of luggage accordingly.
• Confirm the number of luggage with tour coordinator and help to load to the vehicle.
• Obtain the signature of acknowledgement for the number of luggage from the tour coordinator and file it accordingly. 

K. HANDLE GUEST'S LUGGAGE FOR STORAGE

• Have a luggage a storage tag, strings and pen or pencil to note down.
• fully be aware of storage room space.
• Identify with for the fragile items.
• Properly write down on the storage tag, name room number, and number of luggage.
• collect the receipt from the guest and verify the serial number ang number of luggage before releasing the luggage,
• record in the storage record book.

 PROCEDURES

• Greet the guest and verify the number of luggage that guest would like to storage.
• Ask the guest if there any fragile, so we could arrange it carefully
• Remind guest to lock their suitcase and bag properly
• Write clearly the guest name,number of luggage, room number, date of storage, and date of collection on the storage tag. Pass one portion of the card to the guest and keep another portion with the luggage.
• Remind the guest to present the receipt upon collecting the luggage
• arrange to put the luggage carefully and string the luggage
• Record all details on the storage record book.
• When the guest return back to collect their luggage, musk ask for the receipt andverify all details and issue the luggage if the details are corrected.
• The record down in the storage record book accordingly.

L. HANDLE PARCEL LEFT BY HOTEL'S GUEST. TO HOLD FOR PICK UP BY OUTSIDE GUEST

POLICIES

• Must record name, telephone and addres of person who deliver the parcel
• mush have proper storage place to keep this items
• mush have record document or log book to note down
• The items and record have to handled over from one shift to another physically
• Parcels have to be sealed or closed with full address and contact number
• Fragile parcel needs to have sticker or note to identify that 'Fragile'
• All valuable items received should be declared and processed by the Duty Manager or FOM and keep in safety Box.
• Cash, jewelry, would not encourage 

PROCEDURES

• Upon receiving the parcel must ask what is contain in the parcel, fragile goods etc
• Upon receiving the parcel from the guest, Front Desk staff have to get the guest name and room number
• Front desk staff needs to obtain the full name, address, and contact number of recipient
• Front Desk staff have not down the time, date, description of parcel, location and name, address with contact number or recipient, the acknowledged signature
• Keep the parcels in the assigned plat at the reception of it parcel is quite big, it should be kept at baggage room
• When the recipient come to collect the parcel , Front Desk staff need to get his or her ID card or legal identification to verify with the record. After everything is verified Front Desk Staff issue the parcel and get recipient's signature on the record.
• When the responsible staff finishes the duty, he/she needs physically to pass and hand over to the next shift

M. NEWSPAPER DISTRIBUTION

POLICIES

• Every guest c/i more than 2 days have right to get newspaper (local or foreign)
• Every foreigner guest staying get a Strait Times or Jakarta Post Newspaper
• Outlet, tenant, or guest public facilities.

PROCEDURES

•  Every newspaper sent to room using newspaper plastic bag and hang at door handle
• Spared Local newspaper or foreign newspaper with in house list and expected arrival list 
• Provides Expected arrival list for next day newspaper request, this for know how many for order to newspaper agent.
• Concierge staff call by phone to agent as usually.
• Do not receive another newspaper without the consent of management.
• Distribution newspaper to room in accordance with the
  guest request
• Send message to the guest if the newspaper does not come, for example Public Holiday etc