WACA STANDARDS OF PROFESSIONAL CONDUCT
As a concierge in the nation’s capital, and as a member of the Washington Area Concierge Association, we are constantly in the public eye. It is our duty, therefore, to represent and to serve our guests, our hotels, our colleagues, and our city with grace and professionalism.
The following standards guide us in circumstances where proper judgment is important:
- A concierge shall neither practice nor permit discrimination on the basis of race, color, religion, national origin, age, disability, marital status, gender, gender expression or identity, sexual orientation, military status or other protected status under law.
- A concierge shall not condone, engage in, or defend illegal conduct or practices.
- A concierge shall take care to present a neat and clean appearance. For business meetings, concierge shall
wear business casual or more formal attire and shall not wear shorts, sneakers or athletic wear.
- A concierge 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, as well as prompt payment of all transactions. A concierge shall honor commitments to colleagues and others. If circumstances prevent one from honoring previous commitments, a concierge shall immediately notify the other individual(s) involved.
- Personal problems shall not interfere with the professional performance of a concierge. Accordingly, a concierge
shall refrain from any activity likely to lead to inadequate performance or harm to a guest, hotelier, or colleague.
- A concierge shall not misuse his or her position. A concierge shall not demand goods, services, or money for his or her own personal gain. A concierge shall exercise objective, independent judgment in the evaluation and recommendation of goods and services.
- A concierge often acts as a confidant to guests. Therefore, a concierge shall be trustworthy and refrain from gossip about guests and colleagues.
- Gratuities are given by guests in gratitude for services rendered, whereas a service charge is a predetermined fee for service. A concierge shall receive gratuities, regardless of the amount, in a gracious manner. A concierge shall bring service charges to the attention of the guest prior to the transaction.
- Our network should be one of friendship and assistance to each other, so we in turn are able to provide the best service to our guests. A concierge shall foster communication and cooperation among our network.