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Hospitality/Concierge Theseus
The meaning behind the word Hospitality covers a lot of ground. This paper will cover the
following
● Personal/Professional Hospitality within and outside a Hotel/Hospitality Setting
● What does being a Concierge mean, what does the duty cover
● How has being in the Hospitality industry helped me grow to be who i am today.
● Concierge Systems to help you grow!
● Next steps in my Concierge Hospitality journey
Personal/Professional Hospitality within and outside a hotel/Hospitality Setting
To be a professional within a Hospitality setting you must learn and know these key facts in
order to make a great impression
1. Always have a smile on your face no matter the situation, It's important to not be angry in
front of the guest. If situations do arise, try to bend them with kindness and be willing to
accommodate if possible.
2. Always be willing to say “Would be my pleasure” “I'll Check on that for you” if you're not
sure of a question being asked by a guest, ask those who might know for help, and if
you're by yourself, consult a manager by phone or if GOOGLE can handle it, ask away!
3. For those guests that can be or are ​High Maintenance or VIP’s​ here are several rules
to follow upon the guest checking into a hotel
a. Always greet guest by name and eye contact is vital
b. If the opportunity arises shake hands
c. Explain the details of the reservation, ie check in/out room details, Hotel
Amenities
d. Notify guest how to get to guest room, and how to contact the front desk if
needed during their stay. Always remember if this might be the first time the
guest is staying on property and you checked him/her in, after the check in
process if complete, always say “Please don't hesitate to call or ask any
questions, Enjoy your stay, and if we can be of service, please let us know.
Being Professional outside of work in a Hospitality Setting
Always when at Hospitality events outside of work, it's important to still represent your place of
work in a professional way. Always dress business casual and maintain a calm and pleasant
demeanor about yourself. Remember, you might be off the clock and not at work, but you are in
a Hospitality situation with other members of the Hospitality community, so to be on your best
behavior is very important. It’s ok to let loose, to relax and have a great time with friends and
colleagues, but remember, these are people who you work with (Within the Concierge
Community) and see different times, so a friendly manor is expected of you.

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What does a Concierge Mean, What does the duty cover
Being a part of a Front Office, Concierge staff is a great pleasure. When you are a front
desk/concierge the staff and guests count on you for a lot. Coverage from working at a front
desk to Concierge Desk, to Bell means A lot.
● Concierge Desk​­ A place to display area attraction information, and have people
available who are fully aware of the city and its surroundings. Duties include assisting
guests with directions, making restaurant and attraction bookings, booking cars and so
much more. A good concierge must be well dressed, and should know the city well.
● Bellman­​ Being a Bellman or a Porter is a busy job in any hotel, depending on the size
of property. A concierge also helps with bags and assists in any way to help. Bellmans
job is to bring bags up or down from any room and if needed storage while the guest is
away.
In some cases of Concierge work in a small hotel to a big chain property Concierge bell work
covers a very large array of jobs within the job.
How has being in the Hospitality industry helped me grow to be who i am today
Ever since I was young I wanted to help people. After grade school and internships within
College and college courses, I tended to lean towards Hospitality. I have traveled Lots of
international locations, and that has also helped spark my interest. I have held a lot of Customer
service jobs and jobs working with the public since graduating high school. After graduating
College, I started working for a hotel at Harvard University­Inn at Harvard,Now a College Dorm,
the staff at this hotel tought me from the ground up, Along with my outstanding customer service
skills. Each hotel I have worked at has helped me strengthen my skills in Hospitality­Concierge
Customer Service. A big part of my growth goes to the people who helped me along the way,
taught me what i needed to know and helped me learn all parts of the Hospitality Industry.
Concierge Systems to help you grow
There are many programs and systems that hotels use to track guests post payments and
general hotel guest tracking systems, infact there are over 10­15 different guest software that is
available. Most programs allow multiple users over several systems. I have used Maestro,
Symphony and Room Master for Hotel Guest systems, and they are all alike but not the same.
Each system is different in how it operates.
Written by: Bryan S. Hoyle

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