From another University’s internal training webpage:
In the service (hotel) industry a “concierge” greets guests and helps them navigate the challenges of visiting an unfamiliar location. In the same way, when patrons come to the library, they may not know who to approach to answer their question. The concierge serves to:
provide a friendly first point of contact with the library
find out their needs
answer any questions they can
refer the patron to the appropriate person.
The underlying attitude of a concierge should always to provide the best service possible, so
the default attitude should be – “How can I help this person have a successful experience at the library?”
don’t say “no” to a request until you understand exactly what they’re asking for.
- don’t be afraid to refer them someone else when you’re not sure of an answer. An incomplete or partially correct answer is not good service.*