Pearson New International Edition International pcl tp indd 1

Concierge
(16)
Responsible to provide individualized and requested special services to guests.
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Provides world-class service for and is responsive to every guest request in a professional manner.
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Provides accurate and current information to guests about the hotel and city.
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Assists guests in the purchase of tickets for entertainment, athletic, and other events.
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Provides detailed services and assists individuals designated as preregistered and VIP guests.
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Maintains a house bank of a predetermined amount and posts charges to guests’ accounts; balances house bank each
shift.
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Maintains accurate logs of mail, packages, parcels, and miscellaneous items for delivery or pickup.
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Takes reservations for all of the hotel’s food and beverage outlets and inputs data into the computerized restaurant reser-
vations system.
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Maintains proper telephone etiquette and displays a professional attitude at all times.
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Coordinates, maintains, and disseminates information to managers of specific outlets regarding food and beverage func-
tions and events (e.g., birthdays, anniversaries, and dinner parties) that require special preparations.
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Provides information about, reserves, and obtains services of babysitters.
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Performs special services for VIPs: ensures that they receive a note from the concierge department, inspects rooms
before arrival, places special gifts, and escorts VIPs to their rooms.
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Handles guest complaints.
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Assists with guests’ special business-related needs.
Note: Some hotels have VIP or concierge floors that provide private registration, lobby (reading), meeting, and
refreshment areas for those paying a higher room rate. This area may be supervised by a concierge staff member.