Concierge
1209HSL: INTRODUCTION TO HOTEL MANAGEMENT
Group Project, 2011
Group members:
Guanyun Shi s2766525
Rucheng Chen s2767423
Ziyang Huang s2786127
Tutor: Kathy Ryan
Tutorial time: 08-9:00am Wednesday
Contents
Introduction 3 Department Analysis 3 Management Competencies 4 Work Integrated Learning Relationships 6 Conclusion 8 Reference List 8
Introduction
The importance of the concierge department has gradually surfaced as the hotel industry has constantly evolved. Likewise, practical experience for these students who have not yet graduated from universities has become more paramount than before as the requirements of this department has been increased. The development and enhancement of this department are closely linked with these employees’ competencies and these professional competencies are directly associated with practical experience. This paper is going to analyse and discuss the role of this department in a hotel. Moreover, this paper will indentify management competencies that are required within this department and will identify the relationship with Work-integrated Learning.
Department Analysis
The concierge, one of the department form Front office, has her or his own separate desk or on a special concierge floors (to advice the creative solutions to guest problems (HTI, 2011)). The concierge desk serves the valuable function of orienting hotel guests to enhance the overall standards of the hotel in terms of customer’s satisfaction.
There are a broad range of functions that concierge provides. The concierge service to their guest starts in the lobby, where the door person and the bell person help their guests to open doors and carry their luggage. During the guest’s stay in the hotel, they might ask for some services from the concierge desk. According to Walker (2010), the key function of this department is to book tickets to the hottest shows in the local area and reserve table at a popular restaurant that
Group Project, 2011
Group members:
Guanyun Shi s2766525
Rucheng Chen s2767423
Ziyang Huang s2786127
Tutor: Kathy Ryan
Tutorial time: 08-9:00am Wednesday
Contents
Introduction 3 Department Analysis 3 Management Competencies 4 Work Integrated Learning Relationships 6 Conclusion 8 Reference List 8
Introduction
The importance of the concierge department has gradually surfaced as the hotel industry has constantly evolved. Likewise, practical experience for these students who have not yet graduated from universities has become more paramount than before as the requirements of this department has been increased. The development and enhancement of this department are closely linked with these employees’ competencies and these professional competencies are directly associated with practical experience. This paper is going to analyse and discuss the role of this department in a hotel. Moreover, this paper will indentify management competencies that are required within this department and will identify the relationship with Work-integrated Learning.
Department Analysis
The concierge, one of the department form Front office, has her or his own separate desk or on a special concierge floors (to advice the creative solutions to guest problems (HTI, 2011)). The concierge desk serves the valuable function of orienting hotel guests to enhance the overall standards of the hotel in terms of customer’s satisfaction.
There are a broad range of functions that concierge provides. The concierge service to their guest starts in the lobby, where the door person and the bell person help their guests to open doors and carry their luggage. During the guest’s stay in the hotel, they might ask for some services from the concierge desk. According to Walker (2010), the key function of this department is to book tickets to the hottest shows in the local area and reserve table at a popular restaurant that