Audit
Club Level Lounge minimum hours of operation are from 7:00am to 10:00pm and a Club Concierge must be present
Club Concierge or attendant must: Make immediate eye contact, smile, and acknowledge you
Provides eye contact and smile throughout the warm welcome
Offer a welcome beverage upon arrival to the lounge
o If offer accepted, welcome beverage must be served from a tray with beverage napkin
Asks for guest name and uses it throughout transaction
Clear tables in a timely fashion
Club Concierge or attendant must anticipate needs of the guest
If guest makes a special request employee must: Not just say “No” but use a polite denial, e.g. “I am afraid that we are unable to do that at this time”
Offer alternatives that may help meet the need in another way
Club Concierge must: Offer check-in and check-out services
o Offering in-room check-in is acceptable
Be knowledgeable regarding hotel services and area attractions
Provide preferred reservations for on-site activities, e.g. restaurant, golf, spa
Club Concierge or attendant must: Offer further assistance to the guest (“Is there anything else I may assist you with?”, “Please let us know if there’s anything we can do to make your stay more enjoyable”,
Demonstrate appreciation (e.g. “Thank you,” “We appreciate you staying,” “It was a pleasure”)
Provide a warm & sincere closing (e.g. “Enjoy your stay,” “Enjoy your afternoon”, “have a pleasant evening/afternoon”)
Mention own name at any time during encounter
