The Concierge in a hotel is a part of the Front Office team and is one of the first hotel staff to meet and greet the guests upon their arrival. Through such first contact with the guest, the concierge plays a vital role in delivering the first impression of the hotel. The concierge liaises with a number of colleagues, in particular with the receptionist and the porter . The basic duties of the concierge staff are to do bell service and attend to guests’ special needs which are not provided by the hotel. The concierge will do his or her utmost to help and assist the guest in whatever they might need. In doing bell service the concierge attends the guests from their first step into the hotel to the final room destination . On the guests’ arrival, the bellman carries their luggage from the car, leaves the luggage on the lobby floor until the guests finish registering. Once inside the room, the bellman checks the facilities and cleanliness in the room. Normally the bellman points out some self-service items especially, for example, the minibar or the in-room safe, in case any unnecessary dispute arises when the guests check out. Another important element is that of giving out information and advice. Good concierges are like walking guide books, with a broad knowledge of the surrounding community as well as the hotel services. Usually the concierge provides directions and information about local attractions and facilities . Actually the concierge assists guests with a lot more tasks like making restaurant reservations, arranging for car rentals, booking tickets to special events and assisting with various sightseeing arrangements. Working as a concierge entails being prepared to work days, nights, weekends and public holidays. Concierges might work on shift -basis. The working environment is not just for guests but also for clients such as those visiting the restaurant or attending a conference. Hence the environment requires excellent time-management skills, multi-tasking and being able to work under pressure, especially since guests may come at the same time coinciding with certain peak times , it is a challenging job to be a qualified concierge. The concierge’s job is playing a more and more important role in providing quality service for guests. Exercise 1 Directions: Read the passage and tick off the duties of the concierge mentioned in the passage. 1 meet and greet the guests 2 attend to guests’ special needs 3 help out and assist the guests 4 carrying luggage for guests 5 helping guests finish checking in 6 posting letters 7 parking cars 8 giving out information and advice 9 doing bell service 10 renting vehicles for guests 11 taking guests on sightseeing tours 12 selling hotel products