Policies & Procedures

The following service standards 'table of contents' is designed to provide applicants to Les Clefs d’Or Australia with a guideline on how their own service standards manuals might be organised. Service standards are also referred to as policies and procedures, standard operating procedures or operational procedures. Please note this 'table of contents' does not, in any way, represent a list of the minimum service standards required for Les Clefs d’Or admission, however it is hoped that it may assist potential members to our society.

1. Bell (Porter) Services

  • Arrival guests

  • Bell control sheets

  • Bell delivery records

  • Departure guests

  • Group arrivals

  • Group departures

  • Luggage delivery

  • Luggage tagging

  • Luggage trolley loading

  • Newspaper delivery

  • Post positions

  • Room deliveries

  • Room moves

  • Rooming guests

  • Storage of arrival luggage

  • Storage of departure luggage

  • Stored luggage retrieval

  • Stored luggage retrieval without storage receipt 

 2. Brand Image

  • Arrival and departure guests

  • Brand service standards

  • Ethics

  • Greetings and farewells

  • Grooming deportment and uniform

  • Guest satisfaction results

  • Manners and etiquette

  • Media enquiries

  • Personal telephone calls

  • Post positions

  • Proximity rule

  • Public areas

  • Social media

 3. Commercial Activities

  • Business development support

  • Commercially important people

  • Environmental sustainability

  • Hotel facilities and services

  • Hotel loyalty program

  • Loan and hire record

  • Payroll management

  • Room shows

  • Valet parking

4. Communications and Record Keeping

  • Active listening

  • Business demand roster review

  • Communicating with guests

  • Communicating with guests in writing

  • Complaint management

  • Concierge master sheet

  • Daily diary

  • Email communication

  • Event centre functions

  • Forms of address

  • Group orders

  • Guest facsimiles and emails

  • Luggage room control sheet

  • Maintenance fault reporting

  • Master key card control

  • Memorandums and communiques

  • Message taking

  • Non verbal communication

  • Packages log

  • Proof reading

  • Rosters

  • Shift checklists

  • Shift handover

  • Stored items documentation

  • Telephone communication

  • Time sheets / biometric attendance records

5. Concierge Services

  • Adult service requests

  • Airport transfer inbound

  • Airport transfers outbound

  • Babysitting services

  • Bar requests

  • Beauty requests

  • Consignment notes

  • Courier shipments

  • Customs declarations

  • Day spa requests

  • Dining recommendations

  • Dining requests

  • Direction giving

  • Family and wet weather activities

  • Flight bookings

  • Flight changes

  • Flight online check-on

  • Flower requests

  • Found property dispatch

  • Future guest requests

  • Golf requests

  • Hairdresser requests

  • Limousine cancellations

  • Limousine confirmations

  • Limousine requests

  • Mail incoming

  • Mail outgoing

  • Massage therapy

  • Medical services

  • Newspaper ordering - local publications

  • Newspaper ordering - special requests

  • Pharmaceutical (chemist) requests

  • Postal and courier regulations

  • Public transport

  • Rental car returns

  • Shipping dispatch record

  • Shopping requests

  • Taxi services

  • Ticket requests

  • Tour and excursion bookings

  • Tour and excursion recommendations

  • VIP guests

  • Wake up calls

6. Door (Commissionaire) Services

  • Arrival coaches

  • Arrival guests

  • Arrival limousines

  • Arrival taxis

  • Cleanliness

  • Departure coaches

  • Departure guests

  • Departure limousines

  • Departure taxis

  • Driveway

  • Parking services

  • Post positions

  • Security

7. Gratuities and Gifts

  • Alcoholic gifts

  • Commissions

  • Gratuities

  • Porterage

  • Room drops

8. Information and Communication Technology

  • Computer and ICT use

  • Electronic communication devices

  • Email

  • Internet access for guests

  • Personal communication devices

  • Property management systems

 9. Parking Services

  • Conference parking

  • Driver licences

  • Oversize vehicle parking

  • Parking charging

  • Valet parking

  • Valet parking damage

  • Valet parking retrieval

  • Valet parking retrieval without valet parking receipt

  • Vehicle breakdowns

  • Vehicle operation

  • Vehicle safety

10. Property Facilities and Services

  • Accessible facilities

  • Event (function) centre

  • Executive lounge

  • Guest internet access

  • Guest room facilities

  • Hotel outlets

  • Laundry service in house

  • Property facilities fact sheet

  • Restaurant

  • Room service dining

 11. Safety

  • Accidents

  • Analgesic requests

  • Duty of care

  • Emergency equipment

  • Emergency escort warden role

  • Emergency evacuation

  • Emergency exit warden role

  • Emergency floor warden role

  • First aid box

  • Hazard and risk management

  • Manual handling

  • Personal protective equipment

  • Safety audit

  • Safety responsibilities – staff members

  • Safety responsibilities – supervisors

  • Suspicious items

  • Workplace health and safety

 12. Security

  • Ambulance management

  • Armed hold-up

  • Back of house security

  • Found property

  • Guest personal security

  • Guest room access requests

  • Guest room entry

  • Lost luggage airlines

  • Lost luggage in-house

  • Lost property reports

  • Lost property taxis

  • Luggage room security

  • Luggage security

  • Master key card security

  • Security general

 Topic list courtesy of Nick Bocock