Concierge & Guest Requests

Purpose

To fulfil guest requests, recommendations and arrangements promptly and reliably.

Scope

Applies to local information, transport, tickets, restaurant bookings, courier services and special requests.

Responsibility

Concierge or Front Desk Associate receives the request; the relevant department fulfils it; the Duty Manager monitors outstanding items.

Detailed procedure

1. Listen carefully to the request and repeat it back to the guest for confirmation.
2. Record the request in the request log with room number, time and expected completion.
3. Check the availability, costs and timings from approved partners.
4. Share options with the guest and obtain approval for any chargeable service.
5. Confirm the arrangement and hand the guest written details where required.
6. Follow up with the guest after the service to confirm that it met their expectations.
7. Close the entry in the log and note useful preferences in the guest profile.

Standards and guidelines

• Every request receives an acknowledgement within five minutes.
• Only approved and verified vendors are recommended.
• Costs are disclosed in advance.
• No request is left open without an update to the guest.

Required records and documentation

• Guest request log
• Vendor contact list
• Transport and booking confirmations
• Charge posting vouchers

Related images

Document control