The Role of Concierge in Enhancing Service Effectiveness: Evidence from Millennium Hotel Sirih Jakarta

Abstract

This research aims to analyze and improve the effectiveness of luggage storage service though the 
Concierge's role at Millennium Hotel Sirih Jakarta. The study is grounded in the strategic importance of the 
Concierge in maintaining service quality, particulary in ensuring the safety, efficiency, and comfort of guests' 
belongings. Using a descriptive method, data were collected through observation, semi-structured interviews, and 
documentation during a six-month On The Job Training program. The finding reveal several operational 
challenges, including poor coordination between shifts, role ambiguity, inconsistent implementation of Standard 
Operating Procedures, and limited storage space. To address the issues, this study proposes structured solutions 
such as regular training, Standard Operating Procedures revision, and strengthening staff communication and 
social responbility. The analysis is supported by Role Theory, Social Responbilty Theory, and the SERVQUAL 
framework to providea comprehensive understanding of how the optimization of roles and responbilities can 
significantly enhance service effectiveness. He results are expected to serve as pratical recommendations for hotel 
management improving professional, consistent, and guest-oriented Concierge service.