BVLG Guest Services and Concierge Checklist

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.