Front Office Concierge, Switchboard, and Business Center Job Responsibilities and Service Procedures

(xi) Concierge Manager

(1) Direct supervisor: Deputy Manager of the Front Office Department.

(2) Direct subordinate: baggage supervisor.

(3) Job Responsibilities: Assist the Front Office Manager and Deputy Manager in their work to ensure the normal order of front office services and the quality of reception services.

They are responsible for the arrangement and management of services such as welcoming and sending off guests, baggage handling, entrusting others to handle matters, collecting and delivering faxes, distributing, storing, and forwarding newspapers and letters.

(4) Job duties: To keep track of the room occupancy status for the day and the next day, as well as guest information such as catering banquets, VIP guests, and group arrivals and departures; to arrange shifts reasonably according to the task situation to ensure the normal operation of each position; to check the appearance, attire, behavior and attendance of subordinates; to handle entrusted services and meet the special requests of guests; to coordinate with the front desk reception and sales representatives to promptly pick up and deliver luggage for group guests; to supervise and check that the luggage and items stored by guests meet the regulations; to check the integrity of equipment and supplies such as luggage carts, scales, storage shelves, wheelchairs, luggage nets, and guest umbrellas; to conduct performance evaluations of subordinate employees' attendance and work performance according to departmental requirements; and to conduct training for employees under their jurisdiction according to the plan.

(12) Baggage Supervisor

(1) Direct supervisor: Concierge Manager.

(2) Direct subordinates: baggage handlers, doormen.

(3) Job Responsibilities: Organize subordinate employees to provide services such as baggage delivery in the lobby, airport pick-up and drop-off, handling entrusted matters, and receiving and sending newspapers and letters.

(4) Job duties: To understand the expected arrival and departure of groups and VIP guests on the same day and the next day; to check the appearance, behavior and attendance of bellhops and doormen; to check the baggage pick-up and drop-off records and the backlog records, to fill in the duty log, and to do a good job of handing over the shift; to arrange for personnel to distribute newspapers and letters in a timely and accurate manner; to handle entrusted matters when the concierge manager is not present; and to assist in the management and guidance of vehicles at the entrance to ensure that the passage is unobstructed.

(13) Doorman

(1) Direct supervisor: baggage supervisor.

(2) Direct subordinates: None.

(3) Job Responsibilities: Greet guests warmly, provide concierge services, and assume responsibility.

(4) Job duties: Provide door (car door) service for guests; assist baggage handlers in loading and unloading luggage; provide inquiry service; call taxis and assist in traffic control; politely dissuade those who are not properly dressed.

(XIV) Baggage handler

(1) Direct supervisor: baggage supervisor.

(2) Direct subordinates: None.

(3) Job Responsibilities: Provide guests with services such as baggage pick-up and storage, receiving and sending newspapers and letters, delivering messages and faxes, and handling minor repairs, and assume responsibility.

(4) Job duties: Provide luggage pick-up and drop-off services for guests arriving and departing; guide guests to their rooms and proactively introduce the hotel and room facilities and services; store luggage for guests; receive, send and distribute newspapers, letters and messages; pick up and deliver faxes from the business center for hotel guests; provide a public area search service; call and book taxis.

(XV) Airport Representative

(1) Direct supervisor: Concierge Manager.

(2) Direct subordinate: baggage handler.

(3) Job Responsibilities: Pick up and drop off guests at the airport or train station and handle room reservations, actively promote hotel products, provide information services, and assume responsibility.

(4) Job duties: book vehicles and provide pick-up and drop-off services; assist with check-in procedures; pay attention to changes in airport traffic and keep in touch with the hotel front desk; and be responsible for picking up and dropping off guests and their luggage.

(XVI) Switchboard Supervisor

(1) Direct supervisor: Deputy Manager of the Front Office Department.

(2) Direct subordinate: Switchboard operator supervisor.

(3) Job Responsibilities: Responsible for the daily management of the switchboard room, ensuring that guests are provided with telephone communication, paging and other services, ensuring that facilities and equipment operate normally, and assuming responsibility.

(4) Job duties: Adjust shifts reasonably according to the busy or slow period of business; conduct business training for subordinates according to plan; check and supervise the correct operation of operators to provide telephone answering, transfer and inquiry services to guests; regularly assess the work performance of subordinates; arrange telephone and mobile phone repair and purchase plans; check and maintain the normal operation of telephone, billing machine, paging system and other equipment; keep the switchboard room clean and hygienic; arrange and check billing, bookkeeping, transfer and other work to ensure that they comply with the regulations of the hotel and post and telecommunications departments.

(XVII) Switchboard Operator Supervisor

(1) Direct supervisor: Switchboard supervisor.

(2) Direct subordinates: telephone operators.

(3) Job Responsibilities: Supervise call center operators to provide telephone answering, transfer, and paging services to guests in accordance with procedures, ensure smooth telephone communication inside and outside the store, and assume responsibility.

(4) Job duties: Lead and supervise operators to answer and transfer calls according to procedures; answer various questions raised by customers; check wake-up call, message service and records; assist supervisors in training operators; guide operators to use and maintain communication equipment correctly; keep the switchboard room clean and tidy.

(18) Switchboard Operator

(1) Direct supervisor: Switchboard operator supervisor.

(2) Direct subordinates: None.

(3) Job Responsibilities: Answer and transfer calls to guests in a timely manner, provide relevant services, keep the call communication smooth, satisfy guests, and assume responsibility.

(4) Job duties: Answer and transfer internal and external calls, provide inquiry services; provide in-store paging, voicemail and wake-up services; handle long-distance and direct dial calls; convey customer requests to other departments or positions; use and maintain various communication equipment correctly; maintain the cleanliness of the work area.

(19) Business Center Supervisor

(1) Direct supervisor: Front desk reception supervisor.

(2) Direct subordinate: Business Center Clerk.

(3) Job Responsibilities: Responsible for the daily management of the business center, ensuring the provision of modern, fast and efficient business services, and assuming responsibility.

(4) Job duties: Check the appearance and attendance of clerks; arrange and adjust the shifts of clerks; guide clerks to use computer fax machines, copiers and other equipment correctly, and provide services to guests in accordance with procedures and standards; maintain the cleanliness of the work area and negotiation room; apply for office supplies in accordance with regulations and be responsible for their safekeeping; maintain and care for various equipment; conduct training and assessment of clerks in accordance with the plan.

(20) Business Center Clerk

(1) Direct supervisor: Business Center Supervisor.

(2) Direct subordinates: None.

(3) Job Responsibilities: Provide warm, thoughtful, fast and efficient business secretarial services, meet customer requirements and assume responsibility.

(4) Job duties: Sending and receiving faxes; photocopying and binding documents; printing and editing documents and processing computer files; providing international and domestic long-distance telephone services; providing common office supplies; providing business service consulting services; providing negotiation room services.

III. Service Process

The service process consists of five interconnected work stages: pre-arrival preparation, arrival service, stay service, departure service, and post-departure service.

(1) Preparations before guests arrive at the store: reception preparations, airport pick-up and drop-off.

(2) Services upon guest arrival: pick up guests upon arrival, provide luggage service; confirm reservations and check-in; set room rates and establish guest accounts.

(3) Services during the guest’s stay: telephone business, catering and entertainment, entrusted affairs; extension of stay or early departure.

(4) Services for guests when they leave the store: check out, ask for opinions; see guests off, and take them to the airport or station.

(5) Services after guests leave: Guest history filing, any unresolved matters.

The standard procedure for front desk integrated services is as follows: After a guest makes a reservation, the front desk provides reservation services, including accepting the guest's reservation, promptly confirming or replying, verifying the reservation, archiving the guest's history, and notifying the pick-up team; then, preparing the vehicle, picking up the guest from the airport, providing baggage service, and escorting the guest to the hotel; upon the guest's arrival, the front desk provides door greeting, registration, room assignment and on-site promotion, distributing keys and mail, providing baggage service and room escort service, and introducing room facilities and hotel services; during the guest's stay, the front desk handles inquiries, manages keys, sends emails, receives visiting guests, leaves messages on behalf of guests, leaves messages by phone, handles guest complaints, and provides baggage service; upon the guest's checkout, the front desk provides cashier and checkout services, collects keys, and sees the guest off at the front desk.