Title Page
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Conducted on
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Prepared by
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Location
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Club Level Lounge minimum hours of operation are from 7:00am to 10:00pm and a Club Concierge must be present
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Club Concierge or attendant must: Make immediate eye contact, smile, and acknowledge you
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Provides eye contact and smile throughout the warm welcome
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Offer a welcome beverage upon arrival to the lounge
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o If offer accepted, welcome beverage must be served from a tray with beverage napkin
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Asks for guest name and uses it throughout transaction
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Clear tables in a timely fashion
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Club Concierge or attendant must anticipate needs of the guest
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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”
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Offer alternatives that may help meet the need in another way
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Club Concierge must: Offer check-in and check-out services
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o Offering in-room check-in is acceptable
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Be knowledgeable regarding hotel services and area attractions
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Provide preferred reservations for on-site activities, e.g. restaurant, golf, spa
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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”,
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Demonstrate appreciation (e.g. “Thank you,” “We appreciate you staying,” “It was a pleasure”)
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Provide a warm & sincere closing (e.g. “Enjoy your stay,” “Enjoy your afternoon”, “have a pleasant evening/afternoon”)
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Mention own name at any time during encounter
