Principles and Professional Standards
1. Always maintain a well-groomed appearance.
2. Keep good posture.
3. Never eat or drink while on duty.
4. Don’t smoke except on breaks; use a breath mint afterwards.
5. Always use proper English, never use slang words.
6. Never show anger towards or in front of guests.
7. Show politeness, courtesy and helpfulness.
8. Never appear frustrated or overworked.
9. Stay poised under every circumstance.
10. Listen to guests with an attentive ear.
11. Do not misuse you position of authority.
12. Never demand goods or services from vendors for personal gain.
13. Stay away from questionable businesses or operations.
14. Return all calls in a timely manner.
15. Pay all bills when you receive the invoice.
16. Never mention tips to your coworkers.
17. Always thank your guests if they remember you in some way.
18. Write personal thank you notes to guests who leave you a tip.
19. Never call a guest by their first name.
20. Refrain from getting too familiar towards your guests.
21. Never gossip about guests or colleagues.
22. When interviewed, never discuss likes and dislikes about your guests.
23. Never double book restaurants for guests.
24. Tactfully decline anything illegal or unethical for a guest.
25. Never promise anything to a guest unless you are sure you can deliver.
26. Always provide guests with a written confirmation of their requests.
27. Advise guests of surcharges, service fees etc. on tickets or other requests.
28. Always tell a guest if their seat at a theatre is partially obstructed or in a poor location before they agree to purchase the tickets.
29. Commitments to colleagues and others should be honored.
30. Exercise objective and independent judgment in the evaluation of goods and services.
31. Never practice or permit discrimination on the basis of race, colour, sex, age or national origin.
32. Personal problems should not interfere with the professional performance of a Concierge.
33. Never take advantage of a restaurant that invited you for dinner by ordering the most expensive items on the menu.
34. Never order expensive wines or champagne if a restaurant is picking up the check.
35. If a restaurant invites you alone, do not impose by bringing a guest. Never call to ask for an exception.
36. Remember that when you are invited out to a theatre or a restaurant that you are a Concierge. Always act in a professional manner.
37. Always thank the host before you depart and send a note of appreciation.
38. Never give invitations to restaurants meant for Concierge to friends or coworkers.
39. Inform guests of dress codes.
40. Learn to evaluate your guests by their manner, dress and preferences. Remember that what might be good for one guest may be unsuitable for another.