Ethics and Professional Standards
1. Commitments to colleagues and others must be honored. If you RSVP to an event, be sure to attend. If you cannot attend, inform the host immediately.
2. Always maintain a well-groomed appearance.
3. Maintain good posture.
4. Do not eat or dink while on duty.
5. Do not smoke while on duty; use breath mints following a smoking break.
6. Always you proper English; avoid using slang.
7. Never show anger toward or in-front of guests, colleagues, or professional contacts.
8. Show politeness, courtesy and helpfulness.
9. Never appear frustrated or overworked.
10. Listen to guests with an attentive ear.
11. Stay poised under all circumstances.
12. Do not misuse your position of authority.
13. Never demand goods or service fro a vendor for personal gain.
14. Stay away for questionable businesses or operations.
15. Return all communications in a timely manner.
16. Pay all bills in a timely manner.
17. Do not discuss tips with your co-workers.
18. Always thank your guests if they remember you in some way.
19. Write a personal thank you note to a guest that leaves you a tip.
20. Never gossip about guests or colleagues.
21. When interviewed, do not discuss likes and dislikes about your guests.
22. Do not double book restaurants for guests.
23. Tactfully decline doing anything illegal or unethical for a guest.
24. Do not promise anything to a guest unless you are certain you can deliver.
25. Always provide guests with written confirmation of their requests.
26. Advise guests of surcharges, service fees, etc. on tickets or other requests.
27. Always advise a guest of his theatre seat location before finalizing the purchase.
28. Exercise objective and independent judgment in the evaluation of goods and services.
29. Do not practice or permit discrimination for any reason.
30. Do not allow personal problems to interfere with your professional performance.
31. Do not take advantage of a restaurants invitation by ordering the most expensive items on the menu.
32. Ask the restaurant to suggest a wine choice based on your menu selection.
33. If an invitation is extended to you, so not impose on your host by bringing a guest. Do not call and ask for an exception.
34. Remember that when you are invited to a theatre or restaurant that you are a concierge. Act in a professional manner.
35. Thank your host before you depart and send a note of appreciation.
36. Do not give invitations meant for concierge to friends of co-workers.
37. Advise guests of any dress codes.
38. Learn to evaluate you guest through observation, i.e., their manner, dress and know preferences. Remember each quest in an individual.