60+ Years Combined Hospitality Experience        Call/ WhatsApp: +27 82 765 9238      Email: training@hospitalitycourses.co.za

Maintain the Concierge/ Porter Service

hotel porter

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.