FO-Concierge SOPs

How your position when open the car doors?

• Bellman should stand behind the door always and not blocking the path of the guest.
• Bellman stands at driver side
• Bellman stands near staircase

In case there are some cars arrivals at the same time, which one you open first?

• Nearest from you
• Far from you
• Any one if you can

How do you do if the volume of cars cannot handle?

• Seek assistance from Security or receptionist
• Let them queue
• Ask any staffs for support

What should you do when receive an item or message?

• Check carefully, call and send to Guest's room
• Check and send to Guest's room
• To avoid thief

For mail/goods or other documents, if the guest is in the room, what do you do?

• Call and send to guest’s room, then record in details
• Keep at Counter, no send and no need record
• Send to reception

If there is an item for a guest due to arrive, what do you do?

• Check carefully, check system to make sure that guest have a booing, put flag in the PMS and give an alert for all.
• Check carefully and keep it at Concierge counter
• Check carefully and send to reception

What Doorman must do when the car approaches?

• Open the car door, greeting and assist Guest's luggage if have
• No need to do
• Open car door and come back lobby

Do bellmen offer guest for luggage assistant?

• Yes
• No
• Depend on emotion

How do you say with guest?

• Good morning/afternoon/evening! Welcome to Silk Path Hotel
• Hello, how are you
• Hello, how are you

Why do I have to confirm the pieces of luggage with guest?

• To make sure that number of luggage
• To record
• To avoid number of luggage