STANDARD OERATING PROCEDURE

P 808

SUBJECT

Concierge Control Sheet

Policy It is the responsibility of the Concierge to ensure that the Control Sheet is completed correctly in order to provide smooth running of luggage movement.

Procedure All luggage movements within the Concierge Department are recorded on a master control sheet. This control sheet is divided into two headings: a) Check Ins / Check- Outs

b) Other services

Each heading is again divided into columns listing: a) Room number

b) Guest name

c) Job done

d) Time of call

e) Porters initials

All movements are recorded by the Concierge on the Master control sheet and at the end of the shift, filed away for future reference.

STANDARD OPERATING PROCEDURES CONCIERGE

P 800 P 801 P 802 P 803 P 804 P 805 P 806 P 807 P 808 P 809

Introductions History Guest Relations Telephone Techniques Complaint Handling Guest Arrival Information Directory Mail Services Control Sheet Rules and Regulation

STANDARD OPERATING PROCEDURE SUBJECT Concierge Introduction

P 800

Policy An introduction to the Concierge Department for your information.

Procedure Welcome to Butlers & Groomers! As a member of our staff you are now a part of our proud team. The name has long been associated with fine service and hospitality throughout the world. It is up to ensure that Butlers & Groomers lives up to and exceeds the high expectations which the name generates in the minds of our guests. To work in the Concierge Department you will be required to have an extensive knowledge of the hotel and its services, and also an excellent knowledge of your citys attractions and facilities. The Concierge Desk can arrange anything. Yes I Can. This both our motto and our challenge, to be a winner in this business you need to take the word no out of your vocabulary, to be of assistance at all times. The Concierge Desk is most visible and active department of the hotel in the area of guest relations. The guest comes first at all times and although it may be laboring the obvious without guests, none of us would have our jobs. To assist you in your role within the Concierge Department, a Standard Operating Procedures Manual has been compiled outlining the role and job descriptions for each position. You will also be given training sessions held during communication meetings on a regular basis. The key to our success is to always be as prepared as possible for anything that may be requested and to remember that the guest is the reason behind all that the Concierge Desk does. Again welcome and congratulations!

STANDARD OPERATING RROCEDURE SUBJECT Concierge History

P 801

Policy Long before Second World War, the Concierge of a great hotel had a brilliant idea which was accordance with his frame of mind. The said idea was to unite all the Concierge of the hotels in a friendly association based on friendship, solidarity and fraternity. It took until 1952 to become a reality. A small group answered the call of this extraordinary man whose name was Ferdinand Gillet. The seed had been sown, now it was time to work on it and work hard, to make the colleagues understand the necessity of this union for the benefit of all. Shortly afterwards, the small group became an association and the union developed throughout the world. From this small beginning arose Les Cles DOr or better known as the society of the Golden Keys. The aims of this union are: a) Popularisation, coverage and exposure of Concierge duties b) Image of professionalism c) Act as a uniting element in the very competitive hotel industry d) Continuous high quality services The hotel industry is a large one and, with more and more visitors pouring in from all over the world, it can only get bigger. As hotel doors open and shut to let in the hordes of visitors, a vast mantle of responsibility settle on the Concierge Department, for theirs are the faces the guests first see, theirs hand of welcome. On them can rest the success or failure of someones holiday, the smooth conclusion of a business deal, and one can even say that the entire impression of your city can swing on the welcoming smiles, skilled attention and total integrity that await him at his hotel.

STANDARD OPERATING PROCEDURE SUBJECT Concierge Guest Relations

P 802

Policy All Concierge personnel act as guest relations officers.

Procedures Being a four star hotel, much attention to detail must be given to personal appearance, service and guest relations. One thing to remember is that service is not an extra but a product. The job is to assist guests. Here are some points to assist you in guest relations. a) Always greet the guest with Good Morning, Good Afternoon or good Evening Sir / Madam. Always use a guest name if known, if you dont, try to find out discreetly. b) Always greet the guest by his / her name if you know them. People love hearing their own name. c) Always answer Yes, Sir or Yes, Madam, You are welcome, Sir / Madam, if the guest name is unknown making it your responsibility to find it out for your next encounter. d) Always acknowledge a guest even if you are busy with someone else, by I will be with you in just a moment, Sir / Madam. Let them know that you have noticed them. e) When guest are leaving, always say something nice to invite the guests back, such as We look forward to seeing you soon, Mr. /s. f) Never argued with the guests. The guests are always right even when he is wrong in this instance call a supervisor / manager for assistance. g) Do not interrupt a guests conversation and do not join in the conversation unless invited to do so.

The general rule is to be discreet, helpful and tactful at all times. Remember that guests are human being like you and I who need to be acknowledged, helped and truly given warm and friendly service. That is what they have to come to expect from Radisson Hotels Indonesia and it is our job to provide it.

STANDARD OPERATING PROCEDURES SUBJECT Concierge Telephone Techniques

P 803

Policy A consistent format of addressing the telephone caller will be used in all properties. Procedures 1. Consistency must be maintained when answering calls 2. All calls must be answered within 3 rings. 3. International calls from guests will be answered: Good Morning / Afternoon / evening, Mr. or Mrs. (Guest Name), Concierge (Your Name) speaking. 4. Department phones should be answered within 2 rings saying: Good Morning / Afternoon / Evening, Concierge (Your Name) speaking. 5. In dealing with the guest always be polite and at the close of conversation depending on the guest type say : i.e. a) Returning Guest : Thank you for returning to the Radisson b) V.I.P. : If there anything I can do to make your stay more enjoyable, please contact me. c) Long Stay

You are staying with us for quite a while; please let me know if you need anything. These guests are very important to Radisson; help us to bring them back.

6. Do not use slang. Proper grammar should be used at all times.

7. All referred calls must be monitored to ensure connection. If referred calls are not answered within 30 seconds, refer back to the caller by saying: The line is engaged, would you care to hold? or there is no answer on that extension would you prefer to leave a message? 8. Never say I dont know. This is indication of not caring. Let me find out for you will show you concern. 9. In all cases a Yes I Can must be displayed.

STANDARD OPERATING PROCEDURE SUBJECT Concierge Complaint Handling

P 804

Policy The Assistant Manager is to be called immediately in most cases, to deal with guest complaints. Complaints are to be resolved in a manner which will satisfy both the guest and hotels requirements. Procedure Complaint handling is a delicate situation and in most cases the Assistant Manager should be advised immediately. They have been trained to deal with problems and complaints and are there to assist you at all times. Some rules to remember when initially dealing with a complaint are:

1. Be concerned 2. Listen carefully and write down what guest is saying 3. Let the guest finish 4. Thank for the criticism 5. Repeat the complaint 6. Show understanding 7. Promise immediate action 8. Get the problem rectified as soon as possible 9. Log the complaint For most people, complaining is not easy and they will only complain when the situation has become intolerable for them. As a result a complaining guest is often overly agitated and stressed, be understanding and do not take any complaint personally. Guests making a complaint are asking for help they deserve best attention.

STANDARD OPERATING PROCEDURE SUBJECT Concierge Guest Arrivals

P 805

Policy All Concierge personnel must be aware of correct arrival procedures. Sense of arrival will be established at the first moment an employee meets a guest. Procedure The arrival of guest at the hotel deserves particular attention. To ensure a favorable first impression to the guest arriving, the following routine should be put in operation. 1. Every effort will be made to greet the guest at his vehicle and to unload his luggage making absolutely sure no personal property of the guest remains in the vehicle.

2. The second step is to escort the guest to the Reception Desk where he may check in. while the guest is checking in; the Porter attaches a baggage tag and when available, records the room number on the tag. All arrivals must be recorded on the Concierge Control Sheet, it is vital that we have a record of all baggage that comes into our care.

3. The third phase of the operation is the escorting of the guest and luggage separately to the room. When escorting the guest to the room, try to point out as much information on the hotel to the guest as possible, he / she may or may not stayed at the hotel previously and will usually appreciate attention. Sense of Arrival The Front Office staff will be meeting and greeting all types of people. It will be up to you to make our guest feel welcome and comfortable. Poise, respect and friendliness will be essential. You must learn all there is to know about the hotel and its facilities so that you will be qualified to answer questions intelligently. Your personal appearance is vitally important to the image of our hotel. Your duties will be quite diversified and interchangeable depending on the specific need at the time. In most cases, just plain common sense is all that will be required of you. Your main function is People Pleasing. Remember your job is to be nice to people. What a great job! The Four Principles of Good Service A hotel is a little bit different from working in most other businesses. We are really not selling a product as much as we are selling service. While we feel we are better than the competition, the difference between one hotel room and another may not really be all that great. What is very different is the way we take care of people. Service is our prime product. The following are the four principles of good service: 1. Prompt Attention: This means that even if you are busy, you recognize that the guest is trying to get your attention and make sure they know you will be with them as quickly as you can. Remember: eye contact and attentiveness. 2. Attitude: A good attitude comes from the proper relationship between the guests and hotel person. This means that you go out of your way to take care of the guests needs. There are times when you will be very busy and it takes a special effort for you not to impart to the guest a feeling that you are rushing them or want to get rid of them. Never forget that your real employer is the guest. You work for him he does not work for you. 3. Streamlined Procedures: We cannot have a rule or procedure that applies to every guest. Do not let our procedures make a guest uncomfortable. Be flexible / use common sense.

4. Extended Service: Do not leave the guest hanging after you have promised additional service, i.e. directions to hotel facilities or local points of interest, fulfillment of requests for buckets of ice or other amenities. Try to anticipate his or her every need. Yes I Can principle.

STANDARD OPERATING PROCEDURE SUBJECT Concierge Information Directory

P 806

Policy All concierge personnel must have a thorough knowledge of all its local service, attractions and points of interest. The information directory is to be maintained by Concierge and accessible to all personnel. Procedure There are basically two types of clientele: a) b) Tourist Business person

The Concierge Desk is equipped to deal with the Tourist as well as the Business person. The information directory is set up with sections covering a wide range of information for quick as well as detailed reference. They are in the following categories: a) b) c) d) Restaurant Guide Entertainment Guide Outdoor Activities Guide Tours and Cruises

e) f) g) h) i) j) k)

Mail and Courier Services Transportation Guide General Information Guide Hotel Information Guide Accommodation Guide Hire Service Guide Telephone Directory

This information is updated on a constant basis. The Concierge Department must at all time respect the guests wishes and individual taste and not try to sway but advise them. Unless you are completely familiar with the guests tastes, never assume the kind of service he requires. Cost especially plays an important factor and various options should always be given. STANDARD OPERATING PROCEDURE SUBJECT Concierge Mail Services P 807

Policy It is the Concierge Departments duty to organize the collection and delivery mail. The importance of mail cannot be emphasized enough and therefore the handling of it must be impeccable. Procedure Firstly, the load must be separated into: a) Hotel Mail This is given to the General Managers Secretary. b) Guest Mail This is sorted out into three categories: i. In-House guests Placed in room number pigeonhole and message entered into computer to advise the guest. To Arrive guest held in alphabetical pigeonhole and checked on a daily basis and transferred to guest upon arrival. GSR will note in the computer that mail is waiting in Concierge.

ii.

iii.

Not Listed guest held for five days and checked daily to see if guest has arrived otherwise it is returned to the Post Office.

c) Staff Mail Is delivered to the Personnel Office where it is distributed accordingly. Registered letters as well telexes or facsimiles should receive special care and attention. Firstly, they must be listed in appropriate logbook and guest is to be left a message to collect it when convenient. The guest must sign for it when collecting. This is very important as it waives the Concierge Departments responsibility once it has been collected. The flow of outgoing mail also requires careful and precise attention. The hotel mail is dropped off at the Post Office where it is further dispatched. In case of registered letters, a receipt must be obtained from Post Office member accepting them.