- 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 nor permit discrimination of any type.
- Treat colleagues respectfully at all times.
- Listen attentively to guests’ requests. Always offer to provide guests with written confirmations of their requests.
- 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 a guest results unless you are positive you can deliver.
- Advise guests, in advance, of surcharges or service fees on tickets or other requests.
- Always provide guests with detailed seat location information, including obstructions, when acquiring tickets for guests.
- 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.
- Never double-book restaurants for guests.
- Never accept goods or services from vendors for personal gain.
- Les Clefs d’Or USA concierges do not receive commissions from restaurants nor participate in incentive-driven competitions.
- Always use reputable businesses and service organizations.
- Exercise objective and independent judgment in the evaluation of goods and services.
- Pay all invoices upon receipt.
- Never take advantage of restaurants that invite you for dinner by ordering the most expensive item on the menu or bringing uninvited guests. Tip your server at least 20 percent of the estimated bill.
- Remember when you are invited to theatres, restaurants or other venues, you are an ambassador of your hotel and of Les Clefs d’Or USA.
- 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 company’s policies when making personal statements about your company, its subsidiaries, and/or any affiliates via any form of electronic media including, but not limited to, Facebook, Twitter, YouTube, Instagram, etc.
- In the course of your electronic communications, if you receive inquiries from any member of the press or media regarding Les Clefs d’Or USA, refer the media to the current President or Vice President of Les Clefs d’Or USA.
- 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, it becomes public domain.
- Whether you are on company or personal time, you may not share information that is considered confidential to Les Clefs d’Or USA, including personal guest information or any company business of your employer.
- Always speak with your Public Relations Director before speaking to the press. This includes vendor endorsements.
- In the course of your personal statements or commentary to any media outlet, you may not present yourself as a representative of, or spokesperson for, Les Clefs d’Or USA, unless you have been authorized in writing by the Board of Directors to do so.
- The use or duplication of the trademarked Bucherer Keys, or the trademarked insignias of Les Clefs d’Or USA or UICH, is prohibited without advanced written consent from the Board of Directors.
For more information:
Les Clefs d’Or USA, Ltd.
68 Laurie Avenue
Boston, MA 02132
Phone 617-469-KEYS; Fax 617-469-4397