BVLG Guest Services and Concierge Checklist
by Sebastian Armentano, from the Community
This BVLG Guest Services and Concierge checklist helps hotels standardize front desk and concierge operations. It covers phone etiquette including answering within three rings or ten seconds, asking permission before placing callers on hold, and offering call backs. It guides immediate guest acknowledgment at the desk, needs discovery questions, and providing knowledgeable local recommendations. When suitable, it encourages promoting on property services first. It includes service recovery follow up, promotion of green travel options, room delivery protocols such as knocking and announcing, and delivery time targets for urban and resort settings. It supports digital request handling with intuitive tools and prompt acknowledgments, timely responses to pre stay emails, and professional digital confirmations. It ends with offering a sincere farewell and appreciation.
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This community page makes available free workplace checklists and templates created by other users within the SafetyCulture community. SafetyCulture has re-published this content and where possible, has credited the original author. SafetyCulture has not verified the accuracy, reliability or suitability of any community content. You agree that your use of any of this content is in accordance with SafetyCulture’s Terms and Conditions.