Activities Concierge Onboarding Checklist

Activities Concierge Onboarding Process

Are you looking for help setting up a staff orientation process so that when your new Activities Concierge starts their role, they can learn about their responsibilities and your company as quickly as possible? Whether you’re keen to use buddy onboarding, want to automate your Hospitality onboarding experience or just need an onboarding checklist for your new Activities Concierge, you’re in the right place. We’ve put together a sample Activities Concierge onboarding checklist below and have created onboarding templates & resources to help.

Activities Concierge Onboarding Checklist

1. Orientation: The first task for an activities concierge would be to attend a comprehensive orientation session. This session would provide an overview of the company’s mission, values, policies, and procedures. It would be conducted by the human resources department or a designated trainer.

2. Introduction to the team: The activities concierge should be introduced to their immediate team members, including supervisors, colleagues, and other relevant staff. This introduction would help foster relationships and establish a sense of belonging within the company. The team leader or supervisor would typically perform this task.

3. Familiarization with the property: Since the activities concierge is responsible for providing information about the property and its amenities, they should be given a tour of the entire facility. This would include familiarizing them with the various recreational areas, restaurants, spa, fitness center, and any other relevant areas. A designated staff member, such as a senior concierge or operations manager, would conduct this tour.

4. Understanding the company’s offerings: The activities concierge should receive detailed information about the services and activities offered by the company. This would include understanding the range of recreational activities, tours, and excursions available to guests. The activities manager or a senior concierge would typically provide this information.

5. Learning the reservation system: As an activities concierge, it is crucial to be proficient in the company’s reservation system. This task involves training on how to use the system to book activities, manage guest preferences, and track reservations. The front desk manager or a designated IT specialist would provide this training.

6. Product knowledge training: The activities concierge should undergo comprehensive training on the various products and services offered by the company. This would include understanding the features, benefits, and pricing of different activities, tours, and packages. The activities manager or a senior concierge would conduct this training.

7. Guest service training: Since the activities concierge plays a vital role in guest satisfaction, they should receive training on providing exceptional customer service. This training would cover communication skills, problem-solving techniques, and handling guest inquiries and complaints. The guest services manager or a designated trainer would typically provide this training.

8. Safety and emergency procedures: It is essential for the activities concierge to be aware of safety protocols and emergency procedures. This would include understanding evacuation plans, first aid procedures, and how to handle various emergency situations. The health and safety manager or a designated safety officer would conduct this training.

9. Familiarization with local attractions: The activities concierge should be knowledgeable about the local area and its attractions. This task involves learning about nearby tourist spots, landmarks, cultural events, and popular activities. The activities manager or a senior concierge would typically provide this information.

10. Shadowing experienced concierges: To gain practical experience and learn the day-to-day responsibilities of an activities concierge, the new hire should shadow experienced concierges. This task would involve observing and assisting with guest interactions, activity bookings, and other concierge duties. The activities manager or a senior concierge would coordinate this shadowing experience.

11. Reviewing company policies and procedures: The activities concierge should thoroughly review the company’s policies and procedures manual. This document would provide detailed information on topics such as guest privacy, handling cash transactions, dress code, and code of conduct. The human resources department or a designated trainer would provide this manual for review.

12. Attending ongoing training sessions: To stay updated with new activities, services, and industry trends, the activities concierge should attend ongoing training sessions. These sessions would provide opportunities for skill development, product knowledge enhancement, and continuous improvement. The activities manager or a designated trainer would organize these training sessions.

13. Performance evaluation and feedback: Regular performance evaluations and feedback sessions are crucial for the growth and development of an activities concierge. This task involves periodic meetings with supervisors to discuss performance, address any concerns, and set goals for improvement. The activities manager or a designated supervisor would conduct these evaluations.

14. Building relationships with vendors: The activities concierge should establish relationships with local vendors, tour operators, and activity providers. This task involves networking, negotiating contracts, and maintaining positive working relationships to ensure the availability and quality of services for guests. The activities manager or a senior concierge would guide the new hire in building these relationships.

15. Continuous learning and professional development: As an activities concierge, it is important to stay updated with industry trends, new activities, and emerging technologies. This task involves actively seeking opportunities for professional development, attending conferences, and participating in relevant workshops or webinars. The activities manager or a designated trainer would encourage and support this continuous learning process

Setting Up Your Employee Onboarding Process

From reading through the items in the example Activities Concierge checklist above, you’ll now have an idea of how you can apply best practices to getting your new Activities Concierge up to speed and working well in your Hospitality team. Scroll up to see the link to our onboarding templates & resources or get in touch to discuss getting help setting up your systems and processes in this area.