Welcome Pack (1)

– Rules of engagement

ry-out your job effectively:
entre point for our hotel and the guests
cellent feedback and return visits.
bby is attended in periods of down-time. If you
or delivering/retrieving luggage you must ensure
uests as they leave or enter the hotel.
and potential threats. We are a high profile
rity or the Duty Manager when we suspect

Always ensure you keep a list for your records of
d and retrieved on one shift. This will ensure you
ncies or missing luggage.
ho aim to deliver a true 5* experience to every
nsure we create a harmonious working

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The Concierge Department:
What we do?
As a member of the Concierge team, you will be the
or out of the hotel. You will be an Ambassador of the
and last impression of the hotel. You will also ensure
and effective manner whilst ensuring you offer 5 star
The Concierge Team is broken in 3 functions:

Shangri-La Hot

first and last person a guest will see when walking in
e hotel and play a pivotal role when creating the first

that all guest requests are attended to in a timely
r service.

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Door Team

The Door team is the first point of contact for w
polite and courteous and also provide assistanc
Greeting & Welcoming guests to the hotel.
Valet Parking guest vehicles and retrieving parke
Ensuring the Door is attended at all times.
Hailing taxis & opening and closing the doors of
Liasing with the Bell Team to ensure guest lugga

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when guests are arriving. Their role is to be
ce with directions,
ed vehicles in a timely manner.
f all guests entering and leaving a vehicle.
age is retrieved in a timely manner

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Bell Team

The Bell Team plays a significant role in the
guest. Some of the duties include but not lim

- Greeting arriving guests and retrieving the
- Escorting guests to their rooms, explaining
- Deliver luggage, messages, faxes, packages
requests in order to ensure their comfort
- Transport departing guests’ luggage from t
guest has verified that all luggage has been
- Assist with keeping lobby area clean and o
- Ensure that luggage has been stored safely
- Be fully aware of what functions are going
- Provide gracious, attentive, and friendly se
- Other duties as required

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arrival and departure experience of the
mited to:

eir luggage.
g the room facilities
s to guests and to undertake various other

the room to the lobby, ensuring that the
accounted for.
orderly
y according to prescribed procedures
g on in the hotel
ervice

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Shift Requests
Within the Concierge Department we attemp
accommodate for all our teams needs with re
certain shift, speak immediately to the Head
only and there is no guarantee you will get th
days off you must submit a holiday request. O

Holiday Requests
Holiday Request are to be input into ADP Pay
username and password from Human Resour

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pt to
egards to shifts and days off. If you desire a
Concierge. Remember, these are requests
he requested days/shifts. To guarantee your
Once approved, your day-off is guaranteed.

yroll system. You can obtain your individial
rces of your Head Concierge.

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Valet Park

We offer valet parking to all in-house guests and all gues
not required and guests are welcome to arrive at their

parking of their vehic

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king Rates

sts using our Food and Beverage Outlets. Pre-booking is
own leisure and speak to the Door Staff to arrange the
cle. Prices are below.

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Local Ar

The hotel is located within walking distanc
ground stations. The area is very historical

from Borough Mark

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rea Map

ce of London Bridge underground and over
l and is also within a stones throw distance
ket and Tower Bridge.

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Your Induction to The C
During your training for the first few days you will buddy-up
- Luggage Ticketing & Luggage Storage
- Telephone manner
- Ensuring manned Concierge desk
- Luggage & Item Delivery
- Lobby Coverage
- Valet Parking rules and procedures
- Car stacker and NCP parking procedures
- Important Whereabouts in the Hotel

This will be the initial training to help you start working
questions as you like as this is the best way to learn.
From then on you will be learning other Concierge Depa
Knowledge, this pack acts as a start to building up your
venues, etc. We believe the best way to learn this is thr
way. As Concierge you can never learn everything and t
London is a 24 hour city after all! There is no pressure o
time and experience.

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Concierge department
with Luggage Porters, Doorman and Concierge to learn;

g. During your Induction please feel free to ask as many
artment duties from day to day. With regards to Local
r knowledge. To learn restaurants , night clubs, sporting
rough research as you will absorb more information that
there are always new development and events announced,
on you to learn everything as this knowledge will come with

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Rota 13/0

Shangri-La Hot

08 – 09/09

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Your first few days a
Shard, Lon

Week 1
Monday 20th August 2018
Shangri-La Induction 9am to 5:30pm

Tuesday 21st August 2018
9:15am – 1pm: Front Desk.
1pm – 5:30pm Guest Relations

Wednesday 22nd August 2018
Service Centre 9:15am to 1pm
Housekeeping Coordinator 1pm to 5:30pm.

Thursday 23rd – Friday 24th August 2018
Door Team - Thursday – 9am to 5:30pm –
Shadowing The Door Team.

Concierge – Friday – Shadowing the Concierg
team.

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at Shangri-La at The
non (SLLN)

Week 2

Monday – Friday
You will be buddying up with a
member of the Bell Team and
occasionally with the Concierge
Assistant to experience first
hand how we deliver the
Shangri-La Experience from a
Concierge perspective.

ge

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Thank

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k you!

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