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Universidad Tecnológica de la Riviera Maya
Team:
- Gomez Caballero Naimy.
- Contreras Capeline Isabela.
- Garza Martínez José Carlos.
Subject:
Concierge and Public Relations
Activity:
First Parcial Project
Teacher:
Iván José Ocampo Rodríguez.
Date:
12/06/2023
Index
Introduction
The concierge area in Mexico is one of the most important for the proper functioning of hotels. It is said that this is the face of the hotel. face of the hotel. It is the first contact the guest has with the hotel and it is also the last one at check-out and during their stay. and during their stay. However, like any other area, it faces labor and service service and labor problems, one of them is the confusion in the functions to be fulfilled, which in other hotels one of them is the confusion in the functions to be fulfilled and the fact that in other hotels their work is considered unnecessary.
Each concierge wears keys on his or her uniform that symbolize the services provided to clients. services provided to their clients. But getting certified with the Golden Keys is not simple. It is not enough to hold the position of hotel concierge. Certified concierges must take tests on their knowledge of fine arts, culture and world history, among others. history, among others, as well as at least five years of experience in the position and three years as a member of the association. and three years as a member of the association, speak English in addition to their native language, You must also have a deep knowledge of the city where you live, be up to date on trendy restaurants, museums, and above all, help solve guests' problems. guests' problems
Type of hotel:
Organizational structure.
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Job profiles.
Position | Concierge manager |
Area | Concierge |
Reports to: | Quarter Division |
Objective | Oversee and direct all operations of the Concierge department. |
Functions | - Oversee and direct all operations of the Concierge department.
- Ensure that exceptional guest service is provided, ensuring that guest needs and expectations are met.
- Coordinate and supervise the activities of the Concierge staff, including assignment of duties and performance management.
- Develop and maintain relationships with local vendors to ensure high quality guest services are provided.
- Maintain accurate records of guest requests and reservations made.
- Work closely with other hotel departments such as front desk, room service and housekeeping.
- Manage the Concierge department budget and ensure that financial targets are met.
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Studios | Bachelor's degree in business administration, marketing, tourism, hospitality or related disciplines. |
Experience | - Previous experience in a leadership position in the hospitality or service industry.
- In-depth knowledge of the local area and services available.
- Experience in customer service, project management and leadership are highly valued skills for this position.
|
Knowledge | - Thorough knowledge of the local area and services available.
- Knowledge of foreign languages is a plus.
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Required competences | - Excellent organizational and time management skills.
- Ability to handle multiple tasks and priorities.
- Ability to work in a fast-paced environment and under pressure.
- Excellent communication and customer service skills.
- Exceptional communication skills, problem solving ability and team player.
- Language skills
- Problem Solving
- Multitasking
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Position | Concierge supervisor |
Area | Concierge |
Reports to: | Concierge Manager |
Objective | Ensure that the concierge team provides exceptional service to guests, ensuring guest satisfaction and loyalty. Must supervise and train concierge team members to be efficient, courteous and attentive to guests' needs. |
Functions | - Supervise and coordinate the concierge team, ensuring that customer service standards are met.
- Attend to and resolve the needs of guests or residents in all areas, such as restaurant reservations, excursions, transportation, etc.
- Manage concierge team work schedules to ensure adequate coverage at all times.
- Follow up on guest or resident requests and needs, ensuring prompt and efficient service is provided.
- Manage and oversee the storage and registration of guest/resident packages and belongings.
- Provide training and orientation to concierge staff and ensure that they comply with facility policies and procedures.
- Coordinate with other departments of the facility to ensure a quality experience for guests or residents.
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Studios | - completed secondary education
- previous hospitality and customer service experience
- Degree in hospitality related fields such as hotel management, tourism and event management. Previous experience in a concierge role
- certificates and specialized training courses by companies in the field of hospitality or concierge services management.
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Experience | - Previous experience in a leadership position in the hospitality or service industry.
- Experience in customer service, project management and leadership.
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Knowledge | - Effective communication and leadership skills to coordinate and lead a concierge team.
- Familiarity with the hotel industry and knowledge of hotel standards and protocols.
- Ability to handle difficult situations and solve problems quickly and effectively.
- -Flexibility to adapt to changing guest and hotel needs.
- Meticulousness and organizational skills to maintain accurate records and ensure all necessary tasks are completed.
- Basic computer skills to use hotel management software and communication tools.
- Excellent customer service skills to ensure guests have a memorable and satisfying experience during their stay at the hotel.
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Required competences | - Leadership:
- Communication
- Service Orientation.
- Knowledge of the property.
- Problem Solving
- Multitasking
- Ability to make decisions.
- Flexibility: The ability to work variable hours and be available to solve problems or meet guest needs at any time.
- Knowledge of the reservation system.
- Language skills
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Position | Concierge |
Area | Concierge |
Reports to: | Concierge Supervisor |
Objective | Attend to the needs and requirements of the hotel's clients. Responsible for providing information about the place and the services offered. |
Functions | - Provide detailed information about the hotel, its facilities and services, as well as nearby places of interest and tourist activities available.
- Manage reservations for restaurants, events, shows, tours or any other activity that guests may require.
- Assist guests in planning their travel itinerary by providing personalized recommendations and useful tips.
- Arrange transportation for guests, be it a cab service, rental cars, private chauffeur or any other means of transportation.
- Provide personalized concierge services, such as gift delivery, shopping pickup, among other things.
- Provide assistance in case of emergencies, such as medical care or legal assistance.
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Studios | - Completed secondary education or baccalaureate.
- University degree in tourism, hotel management or a specialized concierge certification.
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Experience | - Previous experience in the hospitality or customer service industry
- Extensive knowledge of the hospitality and tourism industry, and have worked in a position where interpersonal and customer service skills have been developed.
- Previous work in reception, public relations, customer service or sales or concierge.
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Knowledge | - Extensive knowledge of the city or the place where you work.
- Knowledge of popular tourist sites, historical sites of interest, the most popular restaurants and bars, shopping malls, among other important places.
- up-to-date knowledge of events and festivals in the area, such as concerts, sporting events and cultural festivals.
- extensive knowledge of protocols, reservations, and tourist services, such as airport transfers, room service, airline tickets, and other specialized services. computer skills, particularly in online reservation systems.
- communication skills and proficiency in several languages.
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Required competences | - Leadership:
- Interpersonal skills
- Customer orientation
- Flexibility
- Problem solving
- Knowledge of languages (minimum English)
- Good appearance
- Knowledge of the reservation system.
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Position | Concierge Assistant |
Area | Concierge |
Reports to: | Concierge |
Objective | Ensures that customers' needs and requirements are effectively addressed. |
Functions | - Assist in planning travel itineraries for guests, including booking flights, hotels and transfers.
- Organizing events and activities for guests, such as private dinners, customized tours, excursions, etc.
- Coordination of transportation services for guests, such as booking cabs, car rentals, and other means of transportation.
- Providing detailed information to guests about the hotel, its facilities and services, as well as nearby attractions and available tourist activities.
- Provide general administrative support to the concierge in his/her daily work.
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Studios | - Completed secondary education or baccalaureate.
- Previous experience in a job related to customer service or hospitality management
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Experience | - Previous experience in the hospitality or customer service industry.
|
Knowledge | - Extensive knowledge of the city or the place where you work.
- Knowledge of popular tourist sites, historical sites of interest, the most popular restaurants and bars, shopping malls, among other important places.
- up-to-date knowledge of events and festivals in the area, such as concerts, sporting events and cultural festivals.
- extensive knowledge of protocols, reservations, and tourist services, such as airport transfers, room service, airline tickets, and other specialized services. computer skills, particularly in online reservation systems.
- Professional attitude and kind all the time.
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Required competences | - Interpersonal skills
- Customer orientation
- Flexibility
- Problem solving
- Knowledge of languages (minimum English)
- Good appearance
- Knowledge of the reservation system.
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