F.O. Concierge Maps and Directions - Hotel Operational Standards Manual

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DIVISION: ROOMS 

DEPARTMENT: CONCIERGE / GUEST SERVICES 

SUBJECT: MAPS AND DIRECTIONS 

Maps and Directions Concierge should have pre-printed directions of major destinations within the city Be thoroughly familiar with:

- City streets - Major business sections  - Major highway routes and interstate entrances and exits - Location of city attractions and restaurants - Traffic patterns Directions must be given carefully and accurately to ensure that the guest does not get lost Directions are to be detailed and informative so that the guest knows the most efficient rout to his/her destination Taking initiative on the guest’s behalf will result in a higher level of a guest satisfaction Never give out “sketchy” directions, record in an understandable fashion Always offer to give the guest directions to return to the hotel whenever necessary

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