The Concierge: Key to Hospitality

ISBN-13: 9780471528937 / Angielski / Miękka / 1992 / 256 str.

McDowell Bryson; Adele Ziminski

Opis

Based on the author's personal experiences, this is a training manual for hotel concierge staff. It covers the services provided by a concierge, methods of handling guests, tips and commissions, ethics, and the position of the concierge within the hotel/management hierarchy.

Spis treści

What Is a Concierge?.

The Hotel and Its Management.

The Concierge Desk.

Guests: Who Are They and What Will They Ask the Concierge?.

Basic Training/On–the–Job Training.

Services Provided by a Concierge (Out–of–House).

Self–Education/Continuing Education.

Services Provided by a Concierge (In–House).

Tips and Commissions.

Ethics.

How Do You Build Your Reputation?.

Concierge Levels.

Getting Your First Job.

Stories from the Concierges.

Index.