ETHICS & PROFESSIONAL STANDARDS
PERSONAL DEMEANOR
*Always maintain and impeccable appearance.
*Always use proper grammar and clear enunciation.
*Stay poised under all circumstances, remaining polite, courteous and helpful.
*Honor commitments to colleagues and others.
*Never practice nor permit discrimination of any type.
GUEST RELATIONS
*Listen to guests with an attentive ear.
*Return all calls in a timely manner. Always thank the guests if they remember you in some way.
*Send thank you notes whenever possible.
*Never call guest by their first names unless instructed to do so.
*Always maintain professional relationships with guests.
*Never double-book restaurants for a guest.
*Tactfully decline illegal or unethical requests from a guest.
*Never promise a guest anything unless you are sure you can deliver.
*Always provide a guest with a written confirmation of their requests.
*Advise guest upfront of any surcharges or service fees for tickets or other requests.
*Always tell guests if their seats at an event will have partially obstructed or in a poor location.
*Inform guest if dress codes at restaurants.
*Learn to evaluate guests by their manner, dress, and preference. Remember that what might be good for one guest may be unsuitable for another.
VENDOR RELATIONS
*Never accept goods or services from vendors for personal gain
*Always use reputable businesses and service organizations.
*Exercise objective and independent judgment in the evaluation of goods and services.
*Address all invoices upon receipt.
*Never take advantage of restaurants that invite you to dinner by ordering the most expensive items or bringing in uninvited guests along.
*Remember, when you are invited to theaters or restaurants that you are an ambassador of your hotel.
*Always thank your host before you depart and send a note of appreciation.