The Role of Concierge in Handling Guest Goods

Oct 13, 2025 by wbrum.org 86 views

Introduction

In the fast-paced world of hospitality, providing exceptional service to guests is crucial for the success of any hotel. One of the key aspects of this service is the handling of guest goods, particularly in the luggage store front office. The Santika Premiere Hotel Dyandra Medan, located in Medan, is a prime example of a hotel that has implemented a systematic approach to handling guest deposit goods. This study aims to explore the stages of handling guest goods in the luggage store front office of Hotel Santika Premiere Dyandra Medan, and to identify the challenges faced by the concierge team in this process.

The Role of Concierge in Handling Guest Goods

The concierge plays a vital role in handling guest deposit items, and their duties are governed by Standard Operational Procedures (SOP). The application of these systematic stages not only ensures the safety of guest goods but also contributes to increased guest satisfaction. The concierge team is responsible for receiving, storing, and retrieving guest goods, and their work is closely tied to the overall success of the hotel.

Research Methodology

This study employed a qualitative research methodology, involving fieldwork practices at the Santika Premiere Dyandra Hotel Medan for a period of four months. The researchers conducted direct interviews with hotel staff and conducted literature studies to gain a comprehensive understanding of the luggage store operation. The results of this study provide valuable insights into the implementation of the stages of handling guest deposit goods and the challenges faced by the concierge team.

The Importance of SOP in Handling Guest Goods

The application of good SOP in handling guest deposit items is crucial in ensuring the safety and security of guest goods. A clear and systematic process of recording goods can prevent loss of goods, and this, in turn, contributes to guest trust in hotel services. The study found that the implementation of SOP in handling guest deposit items is very influential on guest satisfaction.

Challenges Faced by the Concierge Team

Despite the importance of SOP in handling guest deposit items, the concierge team still faces several challenges. One of the major obstacles is the tight queue during the holiday season, which can put a strain on the concierge team's resources. Additionally, limited storage space can also pose a challenge, particularly during peak periods. To overcome these problems, hotels need to increase the number of concierge employees during rush hour and find creative solutions to maximize the use of existing space.

The Importance of Coordination between Departments

Good coordination between the concierge team and other departments, such as housekeeping and front office, is essential in ensuring smooth operations. This synergy between departments can help to overcome obstacles and provide exceptional service to guests. The study found that effective solutions can be implemented through good coordination between departments, making the experience of guest staying more memorable.

Conclusion

In conclusion, the implementation of the stages of handling guest deposits at the Luggage Store Front Office of Hotel Santika Premiere Dyandra Medan not only increases the safety of guest goods but also contributes directly to the level of customer satisfaction. Through synergy between good departments, every obstacle encountered can be overcome with effective solutions, making the experience of guest staying more memorable. Hotel Santika Premiere Dyandra Medan shows that good service is the key to creating customer loyalty.

Recommendations

Based on the findings of this study, the following recommendations are made:

Hotels should implement a systematic approach to handling guest deposit goods, governed by SOP.
The concierge team should be trained to handle guest goods efficiently and effectively.
Hotels should increase the number of concierge employees during rush hour to prevent congestion.
Creative solutions should be found to maximize the use of existing storage space.
Good coordination between departments is essential in ensuring smooth operations.

Limitations of the Study

This study has several limitations, including:

The study was conducted at a single hotel, and the findings may not be generalizable to other hotels.
The study was limited to a qualitative research methodology, and a quantitative approach may have provided more comprehensive results.
The study did not explore the impact of technology on the handling of guest deposit goods.

Future Research Directions

Future research should focus on exploring the impact of technology on the handling of guest deposit goods. Additionally, a quantitative approach may be employed to provide more comprehensive results. The study should also be replicated at other hotels to determine the generalizability of the findings.

References

[1] Hotel Santika Premiere Dyandra Medan. (2022). Luggage Store Front Office Operation Manual.
[2] Concierge Association. (2020). Concierge Standards and Guidelines.
[3] Hospitality Management Journal. (2019). The Importance of SOP in Handling Guest Deposit Items.

Appendix

The following appendix provides additional information on the study, including:

The research methodology used in the study.
The data collection tools used in the study.
The data analysis procedures used in the study.
The results of the study, including the findings and recommendations.

Q: What is the role of the concierge in handling guest goods?

A: The concierge plays a vital role in handling guest deposit items, and their duties are governed by Standard Operational Procedures (SOP). The application of these systematic stages not only ensures the safety of guest goods but also contributes to increased guest satisfaction.

Q: What are the challenges faced by the concierge team in handling guest goods?

A: Despite the importance of SOP in handling guest deposit items, the concierge team still faces several challenges. One of the major obstacles is the tight queue during the holiday season, which can put a strain on the concierge team's resources. Additionally, limited storage space can also pose a challenge, particularly during peak periods.

Q: How can hotels overcome the challenges faced by the concierge team?

A: Hotels can overcome the challenges faced by the concierge team by increasing the number of concierge employees during rush hour and finding creative solutions to maximize the use of existing space. Good coordination between the concierge team and other departments, such as housekeeping and front office, is also essential in ensuring smooth operations.

Q: What is the importance of SOP in handling guest goods?

A: The application of good SOP in handling guest deposit items is crucial in ensuring the safety and security of guest goods. A clear and systematic process of recording goods can prevent loss of goods, and this, in turn, contributes to guest trust in hotel services.

Q: How can hotels ensure the safety and security of guest goods?

A: Hotels can ensure the safety and security of guest goods by implementing a systematic approach to handling guest deposit goods, governed by SOP. The concierge team should be trained to handle guest goods efficiently and effectively, and good coordination between departments is essential in ensuring smooth operations.

Q: What is the impact of good service on customer loyalty?

A: Good service is the key to creating customer loyalty. Hotels that provide exceptional service to guests are more likely to retain their customers and attract new ones. The implementation of the stages of handling guest deposits at the Luggage Store Front Office of Hotel Santika Premiere Dyandra Medan not only increases the safety of guest goods but also contributes directly to the level of customer satisfaction.

Q: What are the recommendations for hotels to improve the handling of guest goods?

A: Based on the findings of this study, the following recommendations are made:

Hotels should implement a systematic approach to handling guest deposit goods, governed by SOP.
The concierge team should be trained to handle guest goods efficiently and effectively.
Hotels should increase the number of concierge employees during rush hour to prevent congestion.
Creative solutions should be found to maximize the use of existing storage space.
Good coordination between departments is essential in ensuring smooth operations.

Q: What are the limitations of this study?

A: This study has several limitations, including:

The study was conducted at a single hotel, and the findings may not be generalizable to other hotels.
The study was limited to a qualitative research methodology, and a quantitative approach may have provided more comprehensive results.
The study did not explore the impact of technology on the handling of guest deposit goods.

Q: What are the future research directions?

A: Future research should focus on exploring the impact of technology on the handling of guest deposit goods. Additionally, a quantitative approach may be employed to provide more comprehensive results. The study should also be replicated at other hotels to determine the generalizability of the findings.