Title Page
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Conducted on
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Prepared by
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Location
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Employee must greet guest and offer assistance within 5 minutes of arrival to the area
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It is acceptable for another employee to provide assistance if the concierge is occupied by another guest or has a queue
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Employee must call guest back within 15 minutes if contacted by guest by phone and immediate assistance is not possible
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Concierge services must be available to guests 24 hours per day, 7 days per week, regardless of Lobby Concierge Desk hours
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It is acceptable for employees other than the Lobby Concierge to handle requests after Lobby Concierge Desk is closed
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It is acceptable for the Lobby Concierge telephone to be forwarded to another department to handle requests
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The department handling after hours requests, whether in person or by phone, must assist the guest
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o It is not acceptable for the employee to take a message rather than assist the guest
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Concierge desk must minimally be attended: Monday to Friday 7:00am - 10:00pm (RC)
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Concierge desk must be: Neat and organized
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Work items concealed from view
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Telephone display cannot be viewed by guests
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Decorated with fresh flower arrangement, live plants or seasonal decor
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o It is not acceptable for dead flowers or plants to be present
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o Water must be visibly fresh if in clear vase
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Lobby Concierge must: Make immediate eye contact, smile, and acknowledge you
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Acknowledges you if you are waiting in line
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Provides eye contact and smile throughout the warm welcome
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Employee asks for name and uses it throughout transaction
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Step around desk once when handing items to guest (i.e. directions, itinerary), if desk design allows (RC only)
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o It is acceptable not to step around the desk if other guests are waiting in line
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Be knowledgeable of hotel/local events and suggests must do or must see items
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o Recommendations should be customized to meet the needs of the guest (e.g. kid-friendly ideas for families)
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Recommend in-house outlets prior to those off property
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Make reservation if requested by guest
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Anticipate needs by offering additional services (e.g. to make reservations when asked about restaurants or spa, to book taxi to a local attraction)
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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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Employee must offer to print a confirmation card for every reservation
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Confirmation cards and printed directions (if provided) must be:
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Computer-generated or typed
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Professional appearance (no photocopies)
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It is acceptable for a map to be used to show direction
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Map must be neutral or custom made for the property.
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o Maps cannot be co-branded e.g. rental car maps, business chamber maps etc.
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Appropriate greetings are used in all written communications:
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o Correct titles for same sex relationships or marriages.
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o Proper spelling of names and titles, (e.g. including the use of lower case versus upper case letters, hyphens, spacing)
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Employee must offer a service/solution/opportunity to meet an anticipated need
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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
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Employees are expected to provide a service experience that positively influences emotional engagement
