Chapter Three Concierge Desk Service礼宾部服务

Service Position服务岗位

In hotels, the Concierge Desk is a position of the Front Office Department.It is mainly in charge of the luggage and car rental services of the guest who stays at the hotel.

The guest always turns to the Concierge Desk for help when he meets some trouble or wants to enjoy himself during his stay at the hotel.Therefore the service of the Concierge Desk can give the guest the most important impression on hotel's fame and image.

Skills and Attainments服务技能与素养

The Concierge Desk is responsible for meeting the guest at the door, helping him with his luggage when he firstly goes into the hotel, and then assisting him with every detail during his stay:introducing the hotel facilities and room services, arranging cars to meet the guest at the airport, railway station or dock; introducing distinctive restaurants and shopping areas in the city; making contact with travel agency to find a tour guide for the guest; and so on.Finally, when he leaves, the Concierge Desk should book tickets of vehi-cle for him, and help him consign the luggage.

The clerks in the Concierge Desk should be familiar with many kinds of knowledge, such as the hotel facilities and procedures of hotel service; also scenic spots, entertainment and shopping areas in the city; then provide information for the guest to make decision. The clerks should also have a good ability of communication and be able to serve the guest politely and appropriately.

Key Words and Expressions

Concierge Desk 礼宾部

luggage（n.）行李

fax（n.）传真

package（n.）包裹，邮包

reserve（v.）预订

travel agency 旅行社

dock（n.）码头

tour guide 导游

vehicle（n.）交通工具

consign（v.）运送

fame（n.）声誉

scenic spots 景点