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.