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Concierge ER Service Checklist

by Irina Vladu, from the Community

This Concierge ER checklist helps hotels evaluate concierge performance and guest experience. It covers greeting and first impressions, grooming and uniform standards, prompt assistance and 24/7 availability, local knowledge and tailored recommendations, promoting on property outlets, reservation and ticketing support, accurate confirmations, and personalized, anticipatory service. It reinforces professional conduct, use of guest names, proactive additional assistance, warm closings, and meeting expectations without detractors.

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Digitize any process, procedure or policy

Eliminate mistakes made by paper-based processes

Create and share professional reports instantly

Confirm accountability and compliance with a digital log

About author

Community

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.

Template
MHR BSA Concierge Audit Checklist
This hotel concierge audit checklist helps evaluate guest service standards for hosts and concierge teams. Assess the welcome and greeting, professional appearance and uniform, knowledge of hotel offerings and the local area, ability to build a personal connection, responsiveness to guest cues, use of guest names when known, offers of further assistance, and a warm, appreciative closing. Use it to maintain consistent hospitality quality and align with MHR BSA expectations across guest interactions.
by Vanessa Viviano, from the Community
Downloads: 10+
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Template
Room Service ER Checklist
This Room Service ER checklist supports hotel teams in delivering consistent in room dining service. It covers 24 hour availability, accurate order taking, menu knowledge, gratuity disclosure where applicable, and upselling. It sets timing standards for breakfast and other orders, plus accurate delivery quotes. It outlines delivery etiquette including greeting, posture, grooming, and professional conduct, correct room entry, creating a dining ambiance, and complete orders with proper accompaniments and service items. It details table setup standards, optional wine service steps, food and beverage quality, correct check presentation, and clear tray pickup instructions. It also emphasizes guest experience behaviors such as using the guest name, proactive assistance, warm closings, problem ownership and quick resolution, personalized and anticipatory service, and avoiding jargon.
by Irina Vladu, from the Community
Downloads: 0
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Template
Concierge Service Quality Checklist
This hotel concierge request checklist helps evaluate guest interactions and service delivery across the concierge function. It covers phone and digital response times, proper greetings, hold etiquette, clear and calm communication, use of guest names, and personalized recommendations. It assesses cross-department coordination, knowledge of hotel offerings, and the ability to provide directions and transportation options, including green mobility. Appearance and professionalism standards are included, alongside SLAs for in-house and pre-arrival requests. Use this template to audit service quality, identify training needs, and elevate guest experience.
by Crisdean Porciani, from the Community
Downloads: 10+
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2018 Ritz-Carlton BSA: Lobby Concierge Checklist
This checklist supports the 2018 Ritz-Carlton Brand Standards Audit for Lobby Concierge. It details service expectations including timely greetings and callbacks, 24/7 availability, neat and discreet desk presentation, and professional printed materials. It guides personalized recommendations, in-house outlet promotion, reservations handling, and proactive service to anticipate guest needs. It also outlines courteous language, polite denials with alternatives, offering confirmations and directions, and warm closings to strengthen guest engagement and satisfaction.
by Victoria Raeburn, from the Community
Downloads: 20+
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Concierge ER Service Checklist

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MHR BSA Concierge Audit Checklist

Room Service ER Checklist

Concierge Service Quality Checklist

2018 Ritz-Carlton BSA: Lobby Concierge Checklist

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MHR BSA Concierge Audit Checklist

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2018 Ritz-Carlton BSA: Lobby Concierge Checklist