hoc et illud

🏨Secrets of a luxury hotel: how staff create magic every day, part 6, concierge and bell staff (A2)

Verfasst von

wolfgang kugler

in

,
  • simple tips and daily tasks to make guests feel like royalty

🚪 Concierge and Bell Staff

  • Help with luggage
    → Bell staff carry bags carefully, always with respect for guests’ personal belongings.
  • Offer help with transport and tours
    → Guests often ask about taxis, buses, or day trips. A helpful concierge makes travel easy.
  • Know local places well
    → Good knowledge of local restaurants, shops, and attractions helps guests trust the hotel.
  • Always be polite
    → Bell staff often meet guests at arrival or departure. A polite goodbye is just as important as a warm welcome.
  • Assist elderly or disabled guests
    → Offering extra help shows care and respect.

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Setting:
The manager’s office at the Grand Horizon Hotel.
It is 9:00 in the morning. The sun is shining.
The office is bright and quiet.
On the table are papers, a laptop, and two cups of coffee.


Characters:

  • Ms. Elena Carter, Hotel Manager
  • Mr. Raj Patel, Assistant Manager

Ms. Carter: (looking out the window) Raj, the hotel looks beautiful this morning. But we need to make sure our guests feel that beauty from the moment they arrive. I want to talk about our concierges and bell staff. Everything must work perfectly.

Mr. Patel: Yes, Elena. Guests notice every small detail. How we handle their luggage, how we talk to them, even how we smile.

Ms. Carter: Let’s start with luggage. Bell staff must always carry bags carefully. They should never touch guests’ personal items roughly. It shows respect. Guests feel safe when their things are handled well.

Mr. Patel: Of course. And when guests ask for taxis, buses, or tours, the concierge should help immediately. Giving the right information makes travel easy and saves guests time.

Ms. Carter: Exactly. Also, knowing the city is important. Good concierges know the best restaurants, shops, and local attractions. If a guest asks, they can give advice quickly and confidently.

Mr. Patel: Politeness is important too. Bell staff meet guests when they arrive and leave. A polite greeting and a friendly goodbye make guests feel welcome and valued.

Ms. Carter: And don’t forget about elderly or disabled guests. They may need extra help, like carrying luggage slowly, opening doors, or giving directions carefully. It shows we care and respect everyone.

Mr. Patel: We should also remind the team to be attentive. If a guest looks confused or needs help, they should approach them politely. Small gestures, like offering water or a seat, can make a big difference.
————————–end of auio——————-

Ms. Carter: Very good, Raj. Let’s make a plan. We will review these points in the morning briefing. Every guest should leave the hotel happy and impressed with our service.

Mr. Patel: I will speak to the team today. We will make sure every bell staff and concierge remembers these key points.

Ms. Carter: Perfect. Our goal is to create an experience, not just a stay. Every detail counts.

✅ Key Points Included:

  1. Handle luggage carefully and respectfully
  2. Offer help with transport and tours
  3. Know local places well (restaurants, shops, attractions)
  4. Always be polite and friendly
  5. Assist elderly or disabled guests
  6. Be attentive and proactive
  7. Small gestures matter (water, seat, smile)


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Cheat sheet:

Task / ResponsibilityDetails & Examples
Help with luggage– Always greet guests before touching their bags: “Hello! May I help you with your luggage?”
– Lift bags carefully, keeping your back straight to avoid injury.
– Handle each item with care; never drop or drag bags.
– Ask guests about fragile or valuable items: “Is this fragile?”
– Place bags in a safe corner of the room, near the wardrobe or door, so they don’t block walking space.
– Always confirm with guests where they want their bags placed.
Offer help with transport and tours– Know the hotel’s taxi service and nearby taxi companies.
– Be familiar with local buses, trains, or shuttle services.
– Provide directions or maps if guests ask.
– Offer to make bookings for tours, day trips, or airport transfers.
– Example: “The city tour starts at 9:00 AM. I can reserve your seat and call a taxi at 8:30.”
– Always check prices before recommending, to avoid mistakes or overcharging guests.
Know local places well– Have a list of popular local restaurants, cafĂŠs, shops, and attractions.
– Know which places are safe and reliable.
– Give guests options for different budgets.
– Example: “This museum is very interesting, open 9:00 AM–5:00 PM, and is only 10 minutes by taxi.”
– Remember special local events or festivals to advise guests.
Always be polite– Greet guests warmly at arrival: “Welcome to our hotel! We are happy to have you.”
– Speak clearly, slowly, and with a smile.
– Use polite words like: “Please,” “Thank you,” “Excuse me.”
– When guests leave, offer a polite farewell: “Thank you for staying with us. Have a safe journey!”
– Maintain polite body language: eye contact, smile, and calm posture.
Assist elderly or disabled guests– Offer help with luggage, room access, and walking.
– Hold doors open and push wheelchairs if needed.
– Be patient and speak clearly; repeat instructions if necessary.
– Example: “May I help you to your room?” or “Shall I call a taxi for you?”
– Always ensure their safety when using elevators, stairs, or walking outside.

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