Code of Conduct
As a representative of the Los Angeles Concierge Association, Inc., (LACA), and your own hotel, it is vital to always maintain the highest level of professionalism on or off the job. It is your responsibility to set and maintain high standards to create success for you and your department.
Following is the LACA Code of Conduct and Standards:
- Always maintain a professional and well-groomed appearance. Stay poised under all circumstances.
- A frustrated or overworked appearance should never be shown. Always keep your work area neat and organized.
- Show courtesy and helpfulness at all times.
- Do not show anger toward or in front of a guest.
- Each guest should feel as though they are your top priority. Make them feel like your first guest of the day.
- Do not misuse your position of authority by demanding goods or services from vendors for your own personal gain.
- A vendor should be recommended based on quality of service, not because commissions are available to you.
- Return phone calls promptly.
- Never mention gratuities to your co-workers or guests.
- Always thank your guests when they remember you in some way, or send a note of thanks when you receive a generous gratuity.
- Never gossip about guests or colleagues, either at work or with the press.
- You should never double-book a restaurant for a guest.
- Tactfully decline doing anything illegal or unethical for a guest.
- Advise guests if a service fee or surcharge is added to a price, especially on tickets.
- Always honor your commitments to colleagues and others.
- Use your professional judgment in the evaluation of goods and services.
- Never practice nor permit discrimination on the basis of race, sex, age, national origination, or sexual orientation.
- Your professional performance as a Concierge should never conflict with any personal problems.
- Never take advantage of a restaurant that invites you in by ordering the most expensive items on the menu or expensive wines.
- Leave an appropriate gratuity when invited to a restaurant, whether the meal is complimentary or paid. 20% is suggested.
- If a restaurant invites you alone, do not impose by bringing a guest. Never call to ask for an exception.
- Keep in mind that when you are invited out to a theater or restaurant that you are a Concierge “on duty.” Always act in a professional manner and dress accordingly.
- Always thank your host before you depart and follow-up with a note of thanks.
- Never give invitations meant for a Concierge to friends or co-workers.
- Keep in mind when you attend any Concierge functions, you are representing your hotel, your profession, and the Los Angeles Concierge Association.