BAMZOOKA
Front Desk Manners
- Concierge staff answered calls within 3 rings
- On the telephone, concierge had a smiling greeting which included their name and an offer of assistance
- Permission was always asked to place call on hold, and concierge waited for response
- Concierge desk was manned at all times
- Concierge was attentive and watched for guests that needed assistance
- Guest was acknowledged with eye contact and smile
- A polite warm greeting, offer of assistance, etc. was made, even if the concierge was on the phone
- The desk was kept clean, organized and professional at all times
- Guest’s name was obtained and used at least one time during the conversation
- Concierge recommended details about hotel own facilities and services (Restaurant, SPA etc.) first
- Staff was knowledgeable about all aspects of the local sightseeing, particularly what was new and hot in restaurants, bars, clubs, shows, and concerts
- Written confirmations included guest’s name, address and phone number of venue, time of reservation, and other relevant information
- Always provided anticipatory service; the staff went the extra mile when aware of a special occasion
- Special requests were met, and concierge followed up on all details
- Maps, directions, restaurant guides, shopping guides, and entertainment guides were available
- Gratuities were discreetly accepted with gratitude
- Concierge staff was the last to speak, offered thanks or offer of additional assistance
- Concierge was well groomed, uniformed, name tag was present
- Concierge staff did not eat, smoke or chew gum
- The speed of service was adjusted to the environment and the needs of the guest