Service Standard Checklist – Concierge – General Standards

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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.

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Since 2011 Setupmyhotel has been helping hundreds of hoteliers around the world. Support Setupmyhotel by becoming our Patron!

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