Guest Services and Concierge Checklist

This guest services and concierge checklist helps hotel teams deliver consistent, luxury level service across calls, in person requests, room deliveries, and digital channels. It verifies prompt call answering and hold etiquette, proactive guest acknowledgment, thorough questioning to understand needs, and knowledgeable local recommendations that prioritize on property options. It covers sustainable mobility guidance, professional room delivery steps and timing, quick fulfillment of digital requests, and timely responses to pre stay emails and confirmations. Emotional service standards include grooming, clear communication, natural conversation, confident and anticipatory service, adaptability, personalized interactions, teamwork, active listening, respectful posture, and empathy in challenging moments.