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Chapter 5, Section 5

Chapter 5, Section 5. Concierge and Retail Cashier. Qualities of a Good Concierge. Enthusiasm Organization Efficiency Sense of Humor Sensitivity Stamina Discretion Warm and friendly personality. What are some potential daily tasks of the concierge position?.

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Chapter 5, Section 5

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  1. Chapter 5, Section 5 Concierge and Retail Cashier

  2. Qualities of a Good Concierge • Enthusiasm • Organization • Efficiency • Sense of Humor • Sensitivity • Stamina • Discretion • Warm and friendly personality

  3. What are some potential daily tasks of the concierge position? • Checking the concierge mailbox • Setting up a buffet breakfast in the concierge-level lounge • Running updates of arrival, special request, and concierge-level guest lists • Preparing the daily count form for the kitchen staff • Preparing welcome notes or cards to guests on the arrivals list • Cleaning up the breakfast area • Setting up a cocktail reception

  4. Concierges are Careful to Avoid these Ethical Traps • Supplying information about escort services • Helping guests pull of practical jokes • Placing bets through a bookie • Discriminating against guests based on gender, age, race, religion, or disability • Asking for special gifts or considerations from establishments that they recommend • Going out to dinner/drinks with guests

  5. Retail Cashier Responsibilities • Assisting guests as they make purchase selections • Ringing transactions using a variety of payment methods • Stocking and maintaining displays • Protecting cash and merchandise from theft and loss • Answering guest questions and providing information to guests

  6. Additional Retail Cashier Responsibilities • Interacting with vendors and shipping personnel • Resolving all or most guest complaints • Performing opening and closing procedures • Devoting full attention to guests • Exhibiting the highest level of honest and integrity regarding care of merchandise, cash handling, and loss prevention

  7. Section 5.5 Quiz • What type of customers usually like to take a relaxed approach to shopping in a lodging property retail store and may demand more detailed information about products? • Business guests • Vacationing guests • Hotel employees

  8. Section 5.5 Quiz 2. The complete responsibilities of the concierge position include: • Providing whatever the guest needs or wants, if possible and within ethical limits • Setting up guest breakfast buffets in the mornings and cocktail receptions in the evenings. • Preparing guest welcome cards, visiting restaurants, and hosting area business leaders.

  9. Section 5.5 Quiz 3. True/False: Working in a retail store within a lodging property is very similar to working in a department store or mall location. 4. True/False: Going out to dinner or for drinks with guests is one of the job responsibilities of the concierge position. 5. True/False: Interacting with vendors and shipping personnel is one of the expectations of a lodging property retail cashier.

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