Ethics and Professional Standards

Personal Demeanor

• Always maintain an impeccable appearance and wear professional attire to all concierge-related functions, unless otherwise instructed.
• Always use proper grammar.
• Stay poised under all circumstances, remaining polite, courteous and helpful.
• Honor all commitments to colleagues and others.
• Never practice nor permit discrimination of any type.
• Treat colleagues respectfully at all times.

Attendance

Attendance at three (3) General Membership Meetings (or the equivalent thereof as established by the Board of Directors) per calendar year is mandatory. Exceptions may be granted at the discretion of the Board of Directors on a case-by-case basis.

Guest Relations

• Listen attentively to guests' requests and always offer to provide guests with written confirmations of their requests.
• Return all correspondence in a timely fashion.
• Always thank guests if they remember you in some way, sending thank-you notes whenever possible.
• Always maintain professional relationship with guests, addressing guests in a professional manner.
• Tactfully decline illegal or unethical requests from guests.
• Never promise guests results unless you are certain that you can deliver.
• Advise guests in advance of surcharges or service fees on tickets or other requests.
• Always provide guests with detailed seat location information, including obstructions, when acquiring tickets.
• Provide guests with proper dress codes at restaurants or other venues when necessary.
• Learn to read guests by their preferences; what might be good for one guest may be unsuitable for another.
• Always respect and protect the identity and confidentiality of all guests.

Vendor Relations

• Every invitation received must be acknowledged if a Member intends to attend. Members who consistently RSVP yet do not attend events may face disciplinary action.
• Never take advantage of restaurants that invite you for dinner; never bring uninvited guests along. Suggested gratuity to your server is no less than 20% of the estimated bill.
• Never demand goods or services from vendors for personal gain.
• Exercise objective and independent judgment in the evaluation of goods and services.
• Never participate in any monetary driven commissions or participate in contests based on number of covers sent to restaurants, stores or any similar entities.
• Address all invoices upon receipt.
• Remember when you are invited out to theaters or restaurants that you are an ambassador of your hotel and Association.
• Always thank your host(s) before you depart and send a note of appreciation.
• Treat vendors with respect, professionalism and courtesy.

Social Media / Public Relations

This policy provides guidance for our members' use of social media and should be understood for purposes of this policy to include blogs, Facebook, microblogs, chat rooms, electronic newsletters, online forums, social networking sites, and other sites and services that permit users to share information with others in a contemporaneous manner.

• Be aware of and abide by your company's policies when making personal statements about your hotel or company.
• Members should be aware of the effect their actions may have on their image as well as the Association's (NYCAHC). Therefore, do not share information you would not want repeated or photos you would not want publicized.
• Members are not to publish, post, release, or share any information that is considered confidential.
• Social media networks, blogs and other types of online content sometimes generate press and media attention or legal questions. Members should refer these inquiries to authorized spokesperson(s).
• Always speak with your Public Relations Director before speaking to the press.
• Any inquiries pertaining to the Association (NYCAHC) must be referred to the Board of Directors.