Concierge Services and Function Audit Checklist
- Concierge staff answered calls within 3 rings.
- On the telephone, the concierge had a smiling greeting which included their name and an offer of assistance.
- Permission was asked to place a call on hold, and the concierge waited for a response.
- The concierge desk was manned all the time.
- The concierge was attentive and watched for guests who 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, organized, and professional at all times.
- The guest’s name was obtained and used at least one time during the conversation.
- The concierge recommended details about the hotel’s 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 the guest’s name, address, phone number 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 the concierge followed up on all details.
- Maps, directions, restaurant guides, shopping guides, and entertainment guides were available.
- Gratuities were discreetly accepted with gratitude.
- The concierge staff was the last to speak, offer thanks, or offer additional assistance.
- The concierge was well-groomed and uniformed, name tag was present.
- The concierge staff did not eat, drink, smoke, or chew gum.
- The speed of service was adjusted to the environment and the needs of the guests.
Back Office Job Description
Duties and Responsibility
Front Office Formats
Front Office Setup
Front Office Training
Hotel Staff Job Description
Hotel Staff Training
SOP F&B Service
SOP Finance and Accounting
SOP Front Office