CONCIERGE LEVEL

VISION: All properties that have a Concierge Level will follow and maintain the requirements to ensure consistence in the delivery of the product.

SCOPE:

To provide guidelines on hours of operation, service, food and beverage, guest room amenities and rate structure for the Concierge Level.

PROCEDURE:

The Concierge Level is one or more floors of upgraded rooms and a guest lounge, equipped with a pantry, where concierge services are provided by an appropriate attendant during peak hours for guest consumption.

STAFFING

The lounge will be staffed during peak hours of operation and/or at any time food and/or liquor service is available for guest consumption. Generally speaking, the highest guest usage of the lounge will occur in the morning between 5:30 a.m. and 9:00 a.m. and in the evening between 5:00 p.m. and 9:00 p.m. If check-in and check-out service is available on the Concierge floor, the area must be staffed from 7:00 a.m. till 11:00 p.m.

CONCIERGE AND ASSISTANT CONCIERGES

The concierge must project an image of maturity, knowledge, gracious assistance and above all, professionalism. Employment in one of these positions should be reserved for those with good guest hospitality skills.

OPERATING HOURS

The lounge will be open weekdays (Monday morning and weekends optional) and evening hors d'oeuvres with an honor bar. The hours for each hotel will depend upon the guest needs.

AUTHORIZED GUESTS

The lounge is primarily for the exclusive use of guests occupying a concierge guest room, or a suite, upper level frequent traveler members (given a lounge pass or key access if staying on other floors).

CONCIERGE SERVICES

1. Serve food and beverage to lounge guests, and promptly clear plates and debris.

2. Offer gracious and prompt cocktail service, thus promoting liquor sales.

3. Be intimately familiar with and able to arrange for a wide variety of services for the guest, at the minimum including:

   • Reservations for airlines, hotels, restaurants, and rental cars.

   • Tickets for theaters and sporting events.

   • Business services such as telegrams, express mail, computer access,

     photocopying, and clerical help.

   • Limousines, tours, and other transportation.

   
   

4. Offer "one stop shopping" for the guest and pursue his request thoroughly, as opposed to merely referring the customer to someone else.

5. Ask if food and beverage service can be made available from the Concierge if the guest does not want to go to the lounge.

FOOD AND BEVERAGE

The following food and beverage arrangements are suggestions for service:

• Complimentary Breakfast

1. Hours of Service: 6:00 a.m. - 10:00 a.m., Tuesday through Friday

2. Beverages: Coffee Tea Decaf Milk Three Juices (choice of tomato, orange, cranberry, grapefruit, pineapple, grape)

3. Fruits: Apples, Bananas, Blueberries, Cantaloupe, Honeydew, Grapes, Oranges, Pineapple, Strawberries, Watermelon, Assorted fruit flavors

4. Breads: (one) Banana, Cranberry, Date nut, Raisin, Zucchini

5. Muffins: (one) Blueberry, Bran, Cranberry Pecan

6. Other: (one) Croissant, Danish (assorted fruit & cheese)

7. Condiments: butter, jellies, half-and-half, sugar, sweetener.

8. Items should vary day to day; perhaps a rotating menu.

   
   

• Complimentary Dry Snacks

1. Hours of Service: Throughout afternoon and evening staffed operating hours

2. Choice of two: Goldfish, Potato chips, Mixed Nuts, Pretzels

• Complimentary Hors D'oeuvres

1. Hours of Service: 5:00 p.m. - 7:30 p.m.

2. Minimum of one hot and one cold.

3. Choice of: Bouchees, Chef selections, Egg rolls, Fruit/cheese tray, Rumaki,Salami cornucopia, Stuffed cherry tomatoes, Vegetable/dip tray, Won ton

4. After dinner or late night snacks, i.e., cheese and crackers, may be provided on an optional basis.

   
   

• Complimentary Beverage Service

1. Hours of Service: Throughout all staffed operating hours

2. Diet Coke, Club Soda, Coffee, Coke, Decaf, 7-Up, Tea

3. Appropriate condiments

• Cocktail Service

1. Hours of Service: 4:00 p.m. (unless local law restricts). The lounge must be staffed if cocktail service is available. Shorter hours of availability may be appropriate.

2. Non-plastic stir sticks and napkins should be supplied with the cocktail service

3. Honor Bar System.

• Guest fills out a ticket for their drink. No complimentary liquor.

• Charges should be equivalent to the highest price charged for

• cocktails in the hotel at any given time.

• There should be a "No Tipping" policy.

• "No Cash" policy - room charge only.

4. Liquors (full size bottles or mini bottles can be used). Utilize call or premium brands. Bourbon, Brandy, Gin, Rum, Scotch, Tequila, Vermouth, Vodka

5. Beer (Miller Lite, Michelob, Heineken)

6. Wine (domestic red and domestic white in a 750 milliliter cork-finish bottle or mini bottles: variety)

7. Mixes (8 oz. one-way bottles of coke, ginger ale, lemon-lime, Tab, tonic soda, pitcher of Bloody Mary mix, pitcher of sweet and sour mix, orange juice, cranberry juice)

8. Garnishes: cherries, lemon, twists, lime wedges, olives, orange slices, white onions

9. Cordials: B & B, Baileys, Cointreau, Creme de Cassis, Creme de Cacao – dark, Creme de Menthe – green, Drambuie, Grand Marnier

10.Lounge Amenities

• Deluxe 25" console TV

• High quality stereophonic sound system

11.A small library of magazines, newspapers, etc.

• Magazines: Business Week, Forbes, Fortune, Newsweek, Sports Illustrated, Time

• Local or regional magazines: (Washington, Atlantic, Boston, Chicago, etc.).

• Newspaper: Nasional Newspaper and the local or regional paper.

12.Upgraded telephone service available in the lounge, offering both free local calls as well as charge-a-call long distance service.

13.Fresh flowers displayed prominently in your lounge that are changed regularly.

GUEST ROOMS

1. All occupied Concierge Level rooms are to receive turndown service nightly. All beds which are turned down are to be triple sheeted.

2. Set an exceptional standard of maintenance and cleanliness for your Concierge rooms; attention to detail is essential.

3. Guest supplies - optional supplies are as follows:

   • One live plant.

   • One current copy of Business Week

   • One current copy of Fortune.

   • One shoe shine machine (may be available in lounge only).

   • Extra Stationary (five sheets/five envelopes standard).

4. If your Corporate Rate is $110 or more, add $25 to the Corporate Rate to

5. establish your Concierge Level Single Rate. For Double, add an additional $10.

6. Special Rates can be applied for weekends or included as upgrade in packages.

7. The Concierge Level should be included in the hotel marketing plan, and usage of the level should be carefully tracked and monitored.