Maintain the Concierge/ Porter Service

Training Delivered On-site in All Areas

Course Overview

This is a 1-day training delivered to your front office team on-site at your establishment. This course is designed to equip new and existing front office managers with the skills to manage the concierge/ porter service efficiently.

Specific Outcomes

On completion, the learner will be able to:

• Explain the importance of ensuring that staff has customer care skills.
• Describe ways that staff can be monitored and explain the importance of doing this.
• Describe the procedures for dealing with staff who fail to meet the required standard of performance.
• Describe the procedures for handling guest complaints and explain the importance of handling complaints promptly.
• Implement procedures to maintain the quality of the porter/concierge service and monitor the standards on an ongoing basis.
• Instruct porters/concierges concerning relevant procedures and systems with the emphasis on being able to use equipment and follow procedures correctly. ( Range of systems and procedures: customer mail and message systems, call board paging systems, music systems, luggage systems, security systems, cash handling system)
• Inform staff of general operational procedures and stress the importance of adhering to the standards.
• Monitor the condition of the porter desk to ensure that it enhances the image of the organization.
• Instruct porters/concierges to maintain a professional image, give prompt service, and communicate with guests in a clear and friendly manner.
• Given a range of problems, take steps to minimize disruption to the portering / concierges service and explain the importance of doing this. (Range of problems: equipment problems, staffing problems)
• Encourage staff to identify problems and suggest ways to solve them in terms of the cost to the company and as a motivational tool.
• Keep accurate and up-to-date records and explained why this is important.

Target Groups

This course is suitable for:

• Front Office Managers

This short course is designed for new and existing hotels and resorts.

Duration for this course is 1 day for existing staff, however, we need more time for new staff that does not have the experience. The minimum number required for on-site training is 8 staff. Contact us now for a quote. 

Course Objectives

This course is designed mainly for Front Office Managers to improve efficiency. 

Here are the topics covered in this course:

• Managing the provision of adequate resources
• Staffing
• Equipment
• Operational Material
• Monitoring appearance
• Implementation of procedures and systems
• Coaching vs training
• Preparation for the implementation of procedures and standards
• Training of standards and procedures
• Feedback
• Managing and co-ordinating customer service
• Managing customer care skills
• Minimizing disruption to service
• Staffing problems
• Equipment problems
• Power failure
• Handling customer complaints
• Following up on customer complaints
• Responsibility of management

If you have 8 or more staff, we will come to your establishment and provide the training on-site/in-house.  Contact us now for a reasonable quote by filling in the form below.

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