As a concierge or affiliate member of the Washington Area Concierge Association, you are constantly in the public eye. It is your duty, therefore, to represent and to serve our guests, our hotels, our colleagues and our city with grace and professionalism.
The following points are standards to guide us in circumstances where proper judgment is important.
A member shall neither practice nor permit discrimination on the basis of age, sex, race, religion, national origin, or sexual orientation.
A member shall not condone, engage in, or defend illegal conduct or practices.
A member shall take care to present a neat and clean appearance.
A member shall conduct all matters in a professional, courteous, and helpful manner to guests and colleagues.
Professional conduct demands timely and courteous response to all correspondence, inquiries, and phone calls and prompt payment of all transactions handled by the member. Commitments to colleagues and others shall be honored; if circumstances prevent honoring previous commitments, it is necessary to notify the other person immediately.
Personal problems shall not interfere with the professional performance of a member. Accordingly, the member shall refrain from undertaking and activity, which is likely to lead to inadequate performance or harm to a guest, hotelier or concierge.
A member shall not misuse his or her position of authority. A member should not demand goods, services, or money for his or her own personal gain. A member shall exercise objective, independent judgment in the evaluation and recommendation of goods and services.
A member often acts as a confidant to guests. Therefore, it is of the utmost importance to be trustworthy and to refrain from gossip about our guests and colleagues.
The guests, in gratitude, give gratuities for a service rendered whereas a service charge is predetermined fee for services rendered. Gratuities, regardless of the amount, should be accepted graciously. If a service charge is involved it should be brought to the attention of the guest prior to the transaction.
Communication and cooperation among the members should be fostered and encouraged. Our network should be one of friendship and assistance to each other, so that we in turn are able to provide the best service available to our guests.