Always maintain a professional appearance. Unless told otherwise, wear professional attire to all concierge-related functions.
Always use proper grammar.
Stay poised and professional under all circumstances; remain polite, courteous, and helpful.
Honor all commitments to colleagues and others.
Never practice or permit discrimination of any type.
Treat colleagues respectfully at all times.
GUEST RELATIONS
Listen attentively to guests’ requests. Always offer to provide written confirmation.
Return all correspondence in a timely manner.
Always thank guests if they remember you in some way. Send thank-you notes whenever possible.
Always maintain professional relationships with guests; address guests in a professional manner.
Tactfully decline illegal or unethical requests from guests.
Never promise results unless you can deliver.
Advise guests, in advance, of surcharges or service fees on tickets or other requests.
Always provide detailed seat location information, including obstructions, when acquiring tickets.
Inform guests of dress codes at restaurants.
Learn to evaluate guests by their preferences. What might be good for one guest may be unsuitable for another.
Always respect and protect the identity and confidentiality of all guests.
VENDOR RELATIONS
Never double-book restaurants.
Never accept goods or services from vendors for personal gain.
A CHCA Member neither receives commissions from restaurants nor participates in incentive-driven competitions.
Always use reputable business and service organizations.
Pay all invoices upon receipt.
Never take advantage of restaurants that invite you by ordering the most expensive items on the menu or by bringing uninvited guests. Leave a gratuity of at least 20% of the estimated bill.
Remember, when you are invited to theaters, restaurants, or other venues, you are an ambassador of your hotel and of the CHCA.
Treat vendors with respect, professionalism, and courtesy.
Always thank your host(s) before you depart and send a note of appreciation afterward.
USE OF SOCIAL MEDIA
Be aware of, and abide by, your hotel’s policies when making personal statements about your hotel, its subsidiaries and corporate affiliates via any form of electronic media, including, but not limited to Facebook, Twitter, YouTube, Myspace, etc.
In the course of your electronic communications, if you receive inquiries from any member of the press or media pertaining to CHCA, you should refer the media to the current President or Vice-President of CHCA.
Do not share information you would not want repeated or photos you would not want publicized. Maintain professionalism in your posts.
Once you post anything electronically, it becomes public domain.
Whether you are on hotel or personal time, you are NOT free to share information that is considered confidential, including guests’ personal information or any company business of your hotel.
PUBLIC RELATIONS
Always speak with your hotel’s Public Relations Director before speaking to the press. This includes making vendor endorsements.
In the course of your personal statements or commentary to any media outlet, you any not present yourself as a representative or spokesperson for CHCA unless you have been authorized in writing by the CHCA Board of Directors to do so.
