It’s been described as the most difficult job at a full service property-but it just got easier. This comprehensive guide provides a framework of knowledge and skill expectations for one of the most visible positions at a property.

This comprehensive guide covers:

• Qualities needed to make a good concierge
• How to handle typical and unusual guest requests
• VIP treatment and services
• And more!

This binder is divided into 6 tabbed sections:

• Overview
• Prepare to Train
• Present/Practice
• Follow Up
• Employee Knowledge
• Employee Skills

This guide provides the basis of a six-day training course for new employees and current employees. Tabs 2, 3, and 4 provide details on how to train new and current employees using the Job Knowledge, Task List, and Breakdowns.

This guide also provides information for the person training these new and current employees, such as:

• What Makes a Good Trainer?
• What are a Trainer's Responsibilities?
• What Should a Trainer Expect From Employees? — Employees With Disabilities, Language Barriers, and Limited Reading Skills
• Four-Step Training Method — Prepare, Present, Practice, Follow Up

The Employee Knowledge tab includes:

• Quality Guest Service
• Bloodborne Pathogens
• Personal Appearance
• Emergency Situations
• Lost and Found
• Recycling Procedures
• Safe Work Habits
• Manager on Duty
• Your Property's Fact Sheet
• Employee Policies
• The Americans with Disabilities Act

Employee Skill tab contains:

• Use the Front Desk Computer System
• Use the Printers
• Use the Facsimilie Machine
• Use the Photocopy Machine
• Use the Concierge Logbook
• Use the Guest History System
• Inventory and Requisition Supplies
• Maintain and Use Equipment in the Concierge-Level Kitchen
• Prepare Coffee
• Provide Complimentary Concierge-Level Breakfast
• Pick Up, Use, and Turn in Your Cash Bank
• Post Guest Charges and Payments
• Order VIP Amenities
• Prepare and Place Welcome Notes in Guestrooms
• Make Courtesy Calls to Guests
• Maintain the Guest Information Directory
• Learn About Local Restaurants
• Respond to Guest Inquiries or Requests
• Prepare Maps and Provide Directions
• Prepare and Send Thank-You Notes
• Help Guests With Future Reservations
• Help Guests Make Airline or Railway Reservations
• Rent Cars for Guests
• Arrange Limousine Service for Guests
• Arrange Taxi Service for Guests
• Help Guests Arrange Business Services
• Arrange Tours for Guests
• Use Pagers and the Public Address System
• Provide Complimentary Cocktail Service
• Prepare Alcoholic Beverages
• Respond to Dissatisfied Guests
• Respond to Situations Requiring First Aid
• Respond to Emergency Alarms

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