Who are Concierge, Bell-Boy, Porch, Airport Representative, and Telephone Operator?

Concierge: Assisting Guests who stay in Multi-tenant, (Hotel apartment or rooms)   with luggage, transportation, and reservations (dinner, events), all kinds of lodging establishments, and ensures the first-class service. This counter/service is found in every hotel/resort.

Job Duties and Responsibilities

1. They recommend the guests, for local attractions or special events.
2. They are responsible for making any kind of reservations, including restaurants, hotels, or airlines.
3. Complying with all the regulations and good practices to ensure customer satisfaction. They ensure all information provided to the guest is current and accurate.
4. They assist Bell desk, Reception/Reservation, and Cashier Department with guest accounts, payments received receipts, vouchers, assigning rooms to arrive guests and checking them in.

Bell Boy: A man/boy who carry or assist the customers with luggage up to your room for you in a hotel. They are also known as Porter or Bellhop. Should be good in English language additional languages will be a value add. They ensure the efficient delivery and collection of group luggage.Also, to assist guests with luggage, Porters are responsible to collect and distribute posts, parcels, etc and also deal with general inquiries and ensuring the lobby and forecourt areas are always clean and tidy.Apart from this they check the daily arrival list for VVIP’s or guests, keep the record of luggage in the luggage room, Update and file errand cards

Porch: A porch/Veranda is a covered shelter projecting in front of the entrance of a house or building in general. The structure is external to the walls of the building but it may be enclosed in certain types of frames including walls, columns, or screens, extending from the main structure.

Airport Representative: Arrangement, receiving, and Airport drop are the main duties of the airport representative. To the airport, they greet VIP guests upon arrival, carrying luggage, give information about hotel facilities, and make them comfortable for traveling to the hotel. They report to the Travel Desk Manager or Concierge or the front office manager. They carry the Pager at the airport toward the exit (where customers come outside) and receive the guest. In case the flight gets delay or customer delay to come out from the Airport then the airport representative informs the hotel about the delay. Write all the additional instructions for guests or information about guest arrival or departure in the logbook and should be transferred to the expected arrival list of each airport rep. The airport representative also has to arrange another car immediately in the case of a car breakdown.

Telephone Operator: Receiving and distributing the messages for guests or from guests or any caller is the job of a telephone operator. The works on the EPABX (Electronic Private Automatic Branch Exchange) or PBX (Private Branch Exchange) or switchboard. They have to  Speaks clearly, distinctly, and with a friendly, courteous tone. They should have the listening skills to put callers at ease and obtains accurate, complete information. They also distribute messages for guests, provides information on guest services, and answers inquire about public hotel events. Their job is to keep updated directory information on the front office software. Setup conference calls in different locations and time zones and Provide relay service for hearing-impaired guests.