Afternoon Front office exam

Non verbal commication

• Posture

• Facial Expersions

• Spacing from customers

• Smartly dressed

• Eye contact

• listening skils

• Timing

• Grooming

History behind concierge

They were the ‘officers’ of the kings house and they held the keys to the castle

What are the golden keys (clefs d’or)

An assosiation that requires members to wear golden crossed keys on both sides of their jacket. To obtain these you need quailty charter and guaratee high quailty service

Cooncierge member golden keys requirments

• Have work for atleast 2 years in concierge

• Sponsored by two active and recoginsed members of the association

• After a 3-year observatiokn period, an adhernt member may also become an active meeber

Main tasks of concierge

• Doorman organsation

• Bellboy organsation

• Personailse guest expereince

• anticipating guest needs

• Helping guests

Main skills

• Hotel managment

• Deep knowledge of city and attractions

• excellent network

Different roles in the '“concierge bridage”

• Runner

• Car drivers

• Vallet

• Porters

• Head concierge

• Concierge

Additonal concierge services

• Pet concierge

• Accessiblity concierge