paper: 07, front office operations & management module: 29

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Tourism & Hospitality

Front Office Operations & Management

Concierge

Principal Investigator Prof. S. P. Bansal Vice chancellor

Indira Gandhi University, Meerpur, Rewari, Haryana

Co-Principal Investigator Dr. Prashant K. Gautam Director, UIHMT

Panjab University, Chandigarh

Paper Coordinator Dr. Ankush Ambardar Assistant Professor

Department of Tourism & Hotel Management

Kurukshetra University, Kurukshetra

Content Writer

Dr. Sandeep Malik Institute of Hotel & Tourism Management

M.D. University, Rothak

Tel

Content Reviewer Prof. Manjula Chaudhary Professor

Department of Tourism & Hotel Management

Kurukshetra University, Kurukshetra

Module: 29, Concierge

Paper: 07, Front Office Operations & Management

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Concierge

Items Description of Module

Subject Name Tourism & Hospitality

Paper Name Front Office Operations and Management

Module Title Concierge

Module Id Module no- 29

Pre- Requisites Basic knowledge about Front Office

Objectives To learn about the concept of concierge and its important

Keywords Concierge, Bell Boys, Lobby Manager

QUADRANT-I

Module 29:Concierge

1. Learning Outcome

2. Introduction

3. Concierge – The Concept

4. Hierarchy of Concierge

5. Equipments Used at Concierge

6. Functions of Concierge

7. Forms and Records prepared by Concierge

8. Summary

1. Learning Outcome

After completing this module students will be able to:

i. Understand the concept of concierge.

ii. Hierarchy of concierge.

iii. Equipments Used at Concierge.

iv. Functions of Concierge

v. Forms and Records prepared by Concierge

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Concierge

CONCIERGE

2. Introduction

The Concierge is an integral part of high-end, full-service hotels whereas mid-level hotels are

outsourcing concierge services. It is a section of the front office department or part of the uniformed

department of a hotel which helps guests at the time of the arrival, during their stay in hotel and at the

time of departure of guests by providing various services such as luggage handling, message & mail,

fetching errands from outside for the guests etc. Though hotels use bell desk and concierge

interchangeable; but the basic aim remains same i.e. providing services to the guests and maximizing

profits.

3. Concierge – The Concept

The word ‘concierge’ has a history of its own. Few argued that the term has its origin in the French

word “Comte des Cierges” meaning "keeper of the candles." These are the persons who helped nobles

in medieval France. Others opined that the word means doorkeeper-porter. The word also refers to

hospitality. In India, it is used in more broad sense and refers to a person who has a desk called 'The

desk of concierge'. A concierge was not an employee of the hotel until 1936 but an independent

entrepreneur who purchased a position from the hotel and paid the salaries, if any, of his or her

uniformed subordinates.

It is used for increasing marketable value and image of a hotel. They are responsible for offering

special and customised services to give it an edge over its competitors. For maximizing guest

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Concierge

satisfaction, people at the concierge have to anticipate guests’ needs and fulfill these within the given

constraints of guests i.e. budget, time etc using contacts of the hotel. For this, they should be very alert

and proactive in approach. Their role becomes very important, especially in top class luxury hotels

where wealthy and knowledgeable guests look for memorable experience without concerning much

about the money. For these kinds of hotels, concierge is just like an amenity of utmost importance.

However, there will be variations in the duties and responsibilities of concierge depending upon the

objectives of properties for example concierge may be asked to assist in butler operations, restaurant

reservations, transportation etc.

People at concierge should have good awareness of various hotel facilities and services along with the

surrounding i.e. city and some details of international events. For that reason, it is an added advantage

for concierges that they can communicate in different languages with a friendly personality.

UPPGH (Union Professionelle des Portiers des Grand Hotels) also draw the name “Clefs d'Or” from its

emblem which highlights crossed gold-keys, is an international organization which establishes code of

conduct and trade for the people at concierges.

4. Hierarchy of Concierge

It is located exactly near the lobby entrance of the hotel as it is the first department to come in contact

with the guests on their arrival. The concierge desk is located near the main entrance of hotel, usually

on the left side of the lobby. The location is such that the employees can easily see all the activities of

lobby and still remain near to main entrance. Maintaining lobby is also a very important function of the

desk, so this has to be in the lobby of the hotel.

The concierge section is under the Lobby manager, who is supervised by Room Division Manager.

This section is headed by the Chief Concierge, assisted by Senior Bell Captain, followed by the Bell

Captain who is assisted by the Bell Boys and Trainees.

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Concierge

The duties and responsibilities of Concierge section are more demanding and inter-personal in nature

so the employees working there should have following qualities:

talented enough to provide details of facilities and services of hotels

better communication

guest handling

familiarizing him/herself with environment

capable in handling pressure

good relationship management skills

Maintaining guest history and profiles

Able to work for long hours

5. Equipments Used at Concierge

As discussed earlier, it is integral part of any hotel lobby because all their functions are coordinated

from lobby. For planning the position of the desk following points should be considered:

The desk should be near to the main door.

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Concierge

It should be near to the luggage room.

It should be near to the front desk but not very near as it may disturb their functioning.

It should be easily distinguishable from other desks of the lobby.

The location of the desk should be such that it is with in the eye contact range with different sections of

the lobby e.g. front desk, lobby managers desk, main gate security etc. It will help the desk and other

related departments in accomplishing their tasks efficiently.

Being one of the most important sections of the front office, functioning of this department ensure

guest satisfaction. As we know that first impression the last impression, to create this first impression

the desk employees are helped by a number of equipments, these can be divided into following

categories:

1) Automatic - e.g. computer

2) Semiautomatic - e.g. Franking machine

3) Manual - e.g. Luggage trolley

The equipments at bell desk are as follows:

i. Desk: This is equipment which has given the name to the section. It is a wooden counter with

shelves toward the employee side which are used for storing all the forms, formats, registers

and other papers material required.

ii. Luggage Trolley: As the name suggests, this is a trolley which is used for carrying luggage. It

has a steel/metal frame with wheels. The bell boy may pull or push the trolley as per their

convenience. It should be kept in the luggage room and checked daily for any maintenance.

iii. Franking Machine: This machine is used for stamping postage on the guest letters. It has a

preset value which is issued by post office for the deposited amount of money.

iv. Weighing Scale: This is used for weighing guest letters and parcels.

v. Paging Board: This board is used for paging for guests. It is a board to which handle and bells

are fixed. Guest’s Name is written on the board; and the bell boy holds it above head by handle

and shakes it so that bell rings and it attract guests’ attention.

vi. Storage racks: These are in the luggage room. These are used for luggage, in an order.

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vii. Wheel Chair: This is in case of any guest with disability. The bell boy will help that guest to

his room.

viii. Luggage Net: This is used for covering the guest luggage so that it doesn’t mix-up with other’s

luggage.

ix. Computer and Printer: Now-a-days these are common. This is to make the work easy and

quick. The computer terminal is connected with other computers so as to provide information to

the bell desk about the guests and their details.

x. First Aid Box: As the name suggests, the box contains basic material that is used for providing

first aid e.g. bandage, disinfectant liquid and ointment, plasters etc.

xi. Other equipments such as stamp folders, umbrellas, function board etc can be a part of bell desk

depending upon the policies of the hotel.

The number and type of equipments will very from hotel to hotel depending on the requirements of the

property and type of guests. But the aim remains same i.e. ensuring maximum guest satisfaction and

profit to the hotel.

6. Functions of Concierge

A. Greeting and receiving the guest

As we know that this is first department which comes in the guests contact at their arrival in the

hotel. It is the duty of this section to greet and receive the guests on their arrival. They are the

one who has to create the good first impression.

B. Guest luggage handling at the time of check-in

The bell desk employee helps in unloading the guest luggage from the vehicles and escorts the

guest to the lobby for registration and finally transports the luggage to the guestroom.

C. Introducing hotel facilities to the guests

The bell desk employee, while escorting the guests to his room, will explain various hotel

facilities to the guests e. g. various food and beverage outlets, shopping arcade, gym etc. He

will, in brief, explain the useful information e.g. timing, facilities etc.

D. Explaining various room amenities to the guests

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After reaching at the room the employee will explain various in-room amenities to the guests.

This will include air-conditioning, switches, T.V, phone numbers etc.

E. Explaining fire exit plan to guests

This is one of the most important functions of the employee. Each room has a fire exit plan

pasted on the back of its main door. The bell boys or the attendant explain the fire exit plan to

the guests.

F. Delivering mails and messages

Delivering the mails and messages is also the duty of bell desk. They receive these from

information desk and deliver these to guests. They have stamp the date and time on these to

avoid any complaint from guests.

G. Fetching errands from outside for guests

If the guest asks for something, that is not available in the hotel, it the duty of the desk to

arrange for it. The desk employee will get it from outside, these may include medicines, tickets

etc.

H. Arranges various services from outside

As we have stated in the starting of the chapter that sometimes guest may ask for services that

are not provide by the hotel. It is the duty of this desk to arrange for these services e.g.

reserving table in near by restaurant etc.

I. Selling of postal items to the guest

This desk acts as a mini post office for the guests of the hotel and provides them with the

various types of postal services such as selling postal stamps, postcards etc. to the guests on

their requests. The bell desk also arranges for various couriers for the guests.

J. Arranges for paging services for the guest

The bell desk also arranges for paging services for the guests in order to locate them in the hotel

in case of any message and mails to be delivered to him. The paging activity is performed by

the bell boy with the help of a paging board.

K. Delivery of newspaper and magazine to the guestroom

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The bell desk also provides various newspapers and magazines in the guestrooms, early in the

morning, and to the guests asking for these.

L. Carryout light housekeeping activity in the lobby area

The bellboys also assist the housekeeping staff in carrying out light housekeeping services in

the lobby and the reception area. These services including light dusting of the front desk, bell

desk and furniture of the lobby area and wiping the door of the entrance of the hotel.

M. Keep an eye on scanty baggage guests

They help lobby manager in keeping an eye on the scanty baggage guests. For this purpose they

maintain ‘Scanty Baggage Register’ which is duly signed by lobby manager at the time of

arrival of a scanty baggage guest. And it is informed to the front desk so that they can take

appropriate measures to safeguard hotel revenue.

N. Helps in maintaining security in lobby

They help security department in ensuring the security of guests & their belongings and also

hotel assets and hotel employees. They act in close coordination with security department to

avert any mishap.

O. Helps in fighting the emergency situation

In case of any emergency, e.g. natural or man-made, they play very important role in ensuring

the safety and security of all.

P. Physically checks the room discrepancy

The employee is responsible for physically checking any room discrepancy that arises due to

the difference between the Front Office Occupancy Report and Housekeeping Occupancy

Report. And inform the discrepancy to the front office.

Q. Handling guest luggage at the time of check-out

The bell desk employees perform the important function of transporting the luggage of the

guest at the time of department from the guestroom to the lobby. Then the bell boy finally loads

the luggage of the guest in the vehicle and wishes him a happy journey.

R. Submitting C-Form

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It is the duty of this desk to collect and deposit all the C-Forms to the nearest police station.

This is one the most important legal obligation which the hotel has to perform in case of

foreigner guests.

S. Wake- up call

In some hotels, it the duty of bell desk employees to give manual wake-up calls to the guests.

T. Handling left luggage

Bell desk is responsible for handling left luggage in hotels. They are responsible for completing

all the formalities regarding left luggage i.e. filling all forms and registers, storing the luggage

and handing it over to the guest when he asks for.

U. Providing special facilities to the disabled guests

This desk is responsible for providing special facilities to the handicap or disabled guests i.e.

they provide wheelchair to the guests.

V. Handling VIP’S:

VIP’s, as the name suggest, are very important persons so they must be handled carefully. This

helps in creating good image of the hotel and increases guest satisfaction. And being the front

and first department of the hotel, front office has to pay special attention toward handling

VIP’s.

Generally, the VVIP guests include well-known personalities from any field of life e.g. the state

guests, dignitaries, commercially important persons, entertainment, sports, and academics etc.

They are huge source of publicity and revenue.

So their check-in should be smooth and speedy. The pre-registration activities are very helpful

in this.

VIP guests will be highlighted in the “Expected Arrival List” prepared at front office. It helps

in pre-allotment and blocking of rooms, as per the requirements of the person.

The VIP rooms are communicated to all concerned departments e.g. housekeeping, service etc.

Amenity vouchers are prepared and sent to housekeeping and room service department in order

to make flower arrangements and place fruit and cookies basket in the guestroom before the

arrival of the guest.

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The VIP guests are received and escorted directly to the allotted rooms where they just have to

sign the pre-filled registration card.

7. Forms and Records prepared by Concierge

Proper functioning of any concierge important for the success of any hotel. For this purpose, there are

various forms and formats are used. The main aim of these is

to record the daily activities of bell desk employees

to help management in its function e.g. controlling, planning etc

to enhance guest satisfaction

The forms and formats used are

Bell Desk Log Book

Left Luggage Register

Left Luggage Tag

Scanty Baggage Register

Lobby Control Sheet

Bell Desk Log Book: - The bell persons maintain the Bell Desk Log Book to keep a record of all the

activities that are performed by them during a particular shift. This book helps in controlling the

activities of bell desk employees. It acts as a mode of written communication between two consecutive

shifts of the bell desk.

The log book is used for leaving any important instructions and important piece of information for the

employees of the next shift.

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Description:

1. Date

The date is written.

2. Shift

The current shift timing is filled.

3. Lobby Manager

In this column, the name of the lobby manager, who is on duty, is mentioned.

4. Details

In this column, the details of the instructions and information left for the next shift is

mentioned.

5. Remarks

In this column, the follow up action taken by the bell personnel for any instructions left by the

previous shift is mentioned.

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Left Luggage Register: - The left luggage register is used for keeping a record of the entire left

luggage kept with bell desk. The term ‘left luggage’, here, refers to the pieces of luggage items which

are left at the hotel by a checking out guest, only to be reclaimed at some later date and time as desired

by the guest. This service is very useful for guests who have late evening flights, the guests can check-

out and deposit their luggage with bell desk. By doing this, guests can save half days room rent and

simultaneously they don’t have to carry the luggage with them while visiting various places.

Description:

Date

The date when the guest had left his or her luggage at the bell desk is written.

Room number

The room number of the guest who had left his luggage.

Name of Guest

Name of the guest is written.

Name of Bell Boy

Name of the bell boy who had received the luggage is written.

Luggage Tag No.

The luggage tag number of the left luggage of the guest is recorded. This tag is used for used

for recording the details such as: Date, Room No., and Type of Luggage i.e.

suitcase/briefcase/box etc.

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It has two parts, one is attached to the luggage and other is handed over to the guest. At the time

of delivery the guest has to produce the tag to claim the luggage. The bell boy will take out the

luggage by matching the two parts of the tag.

Description Of Luggage:

A brief description of the luggage is written and generally includes the type of baggage and

quantity.

Date Of Delivery:

Date of delivery of the luggage is written.

Remarks:

Any special remarks regarding the left luggage is mentioned i.e. any damage etc.

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Scanty Baggage Register: - The scanty baggage register is maintained by the bell persons to keep a

record of all the scanty baggage guests, who carry very few luggages i.e. a suitcase or just a handbag.

Their record is kept because they can check-out any time from the hotel without settling the bill. This

register is prepared by the bell desk employees and signed by Lobby Manager who may ask the guest

to make advance payment. The front office sends a list of all the scanty baggage guests and circulates

the copies of the list to the various departments such as the housekeeping and room

Description:

Date


Shift

The shift timing is mentioned.

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Guest Name

The name of the scanty baggage guest is written.

Room Number

The room allotted to the guest is written.

Time Of Arrival

The time of arrival of the guest is recorded.

Bell Boy's Name

In this column, the name of the bell boy who escorted the guest to the room is written.

Baggage Description

The type of baggage carried by the guest is mentioned.

Remarks Of Accounts Assistant

In this column, the mode of payment of bill by the guest at the time registration is mentioned.

Lobby Mgr/GRE

The lobby manager or guest relation executive who is in duty in the particular shift puts his or

her signature, in this column, after verifying the details of the particular scanty baggage guest.

Lobby Control Sheet: The lobby control sheet is a summary of the total activities of the bell person

during a particular shift.

Description:

Captain

Name of the Captain for the shift

Date


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Shift timing

Shift timing is written.

Room no.

Room number of the guest

Bell Boy No.

Number of the bell boy who has attended the guest.

Arrival and Departure

Choose arrival when the guest is arriving or a departure when guest is departing.

Room Change To

In case any change in room is written here.

Others

If the bell desk provides any other service, that is written here.

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Time

Time of the bell boy is reported.

Comments

Any special comments are written here.

1. Summary: It can be summarised that though the duties and responsibilities of people at

concierge are defined but they may have to generate out the box solution for fulfilling guests’

demands. Their prime jobs are fetching reservations at busiest restaurants, arranging tickets of a

sold out concert, information regarding place and surrounding or even some unusual requests

by the guests. A true concierge makes the impossible possible. For that reason, it is very

important part of any high end hotel around the globe.

paper: 07, front office operations & management module: 29

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