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.