Concierge Services and Function Audit Checklist

  • Concierge staff answered calls within 3 rings.

  • On the telephone, concierge had a smiling greeting which included their name and an offer of assistance.

  • Always permission was asked to place call on hold, and concierge waited for response.

  • Concierge desk was manned all them times.

  • Concierge was attentive and watched for guests that needed assistance.

  • Guest acknowledged with eye contact and smile within 10 feet.

  • A polite warm greeting, offer of assistance, etc. was made, even if the concierge was on the phone.

  • The desk was kept clean, organised and professional at all times.

  • Guest’s name was obtained and used at least one time during the conversation.

  • Concierge recommended details about hotel own facilities and services (Restaurant, SPA etc.) first.

  • Staff was knowledgeable about all aspects of the local sightseeing, particularly what was new and hot in restaurants, bars, clubs, shows, and concerts.

  • Written confirmations included guest’s name, address and phone number of venue, time of reservation, and other relevant information.

  • Always provided anticipatory service; the staff went the extra mile when aware of a special occasion. 

  • Special requests were met, and concierge followed up on all details.

  • Maps, directions, restaurant guides, shopping guides, and entertainment guides were available.

  • Gratuities were discreetly accepted with gratitude.

  • Concierge staff was the last to speak, offered thanks or offer of additional assistance. 

  • Concierge was well groomed, uniformed, name tag was present.

  • Concierge staff did not eat, drink, smoke or chew gum.

  • The speed of service was adjusted to the environment and the needs of the guest.