Template

Hotel Concierge Service Standards Checklist

by MOD MOSAN, from the Community

Use this comprehensive LQE concierge standards checklist to assess hotel guest services. It covers call handling times, tone and greetings, needs discovery, local recommendations, prioritizing on-property venues, accurate directions and travel time guidance, digital messaging etiquette, sustainable mobility options, prompt deliveries, and timely follow-ups. Includes emotional service pillars to create memorable moments and ensure consistent, personalized guest experiences.

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With SafetyCulture you can

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
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.
by Sebastian Armentano, from the Community
Downloads: 10+
Get
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+
Get
Template
LQA Audit Checklist: Guest Services and Concierge
Assess guest services and concierge performance with a structured LQA audit checklist. Review response times, call handling, queue management, local expertise and recommendations, accuracy of directions and transport options, delivery of requested items, and professionalism of confirmations. Evaluate behavioral standards including grooming, communication clarity, confidence, anticipatory service, personalization, teamwork, and empathy in challenging situations. Use this guide to benchmark luxury hotel service standards, identify gaps, and drive consistent, exceptional guest experiences.
by Marion te Winkel, from the Community
Downloads: 50+
Get
Template
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.
by Sebastian Armentano, from the Community
Downloads: 10+
Get

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.

by Sebastian Armentano, from the Community

10+

Get

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

10+

Get

Template

LQA Audit Checklist: Guest Services and Concierge

Assess guest services and concierge performance with a structured LQA audit checklist. Review response times, call handling, queue management, local expertise and recommendations, accuracy of directions and transport options, delivery of requested items, and professionalism of confirmations. Evaluate behavioral standards including grooming, communication clarity, confidence, anticipatory service, personalization, teamwork, and empathy in challenging situations. Use this guide to benchmark luxury hotel service standards, identify gaps, and drive consistent, exceptional guest experiences.

by Marion te Winkel, from the Community

50+

Get

Template

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.

by Sebastian Armentano, from the Community

10+

Get

Hotel Concierge Service Standards Checklist

About author

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