1. Concierge and Retail Cashier

2. Enthusiasm Organization Efficiency Sense of Humor Sensitivity Stamina Discretion Warm and friendly personality

3. Checking the concierge mailbox Setting up a buffet breakfast in the concierge-level lounge Running updates of arrival, special request, and concierge-level guest lists Preparing the daily count form for the kitchen staff Preparing welcome notes or cards to guests on the arrivals list Cleaning up the breakfast area Setting up a cocktail reception

4. Supplying information about escort services Helping guests pull of practical jokes Placing bets through a bookie Discriminating against guests based on gender, age, race, religion, or disability Asking for special gifts or considerations from establishments that they recommend Going out to dinner/drinks with guests

5. Assisting guests as they make purchase selections Ringing transactions using a variety of payment methods Stocking and maintaining displays Protecting cash and merchandise from theft and loss Answering guest questions and providing information to guests

6. Interacting with vendors and shipping personnel Resolving all or most guest complaints Performing opening and closing procedures Devoting full attention to guests Exhibiting the highest level of honest and integrity regarding care of merchandise, cash handling, and loss prevention

7. 1. What type of customers usually like to take a relaxed approach to shopping in a lodging property retail store and may demand more detailed information about products? a. Business guests b. Vacationing guests c. Hotel employees

8. 2. The complete responsibilities of the concierge position include: a. Providing whatever the guest needs or wants, if possible and within ethical limits b. Setting up guest breakfast buffets in the mornings and cocktail receptions in the evenings. c. Preparing guest welcome cards, visiting restaurants, and hosting area business leaders.

9. 3. True/False: Working in a retail store within a lodging property is very similar to working in a department store or mall location. 4. True/False: Going out to dinner or for drinks with guests is one of the job responsibilities of the concierge position. 5. True/False: Interacting with vendors and shipping personnel is one of the expectations of a lodging property retail cashier.