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Hotel concierge survey template

Know whether the concierge came through, and how the recommendations turned out

Three questions for guests the day after a request: whether the concierge took care of it, how quickly it was handled and how the recommended place was. Add an open question for comments, and Usertick reads every written answer for you.

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What this hotel concierge survey tells you

A hotel concierge survey checks one request at a time: a dinner booking, theater tickets, a car to the airport or a suggestion for the evening. This template takes about 25 seconds: a yes or no on whether the request was taken care of, how quickly it was handled, and a rating for the place the concierge recommended, if there was one.

It is written for an email the day after the request, sent by Usertick to the guests whose requests you log, where the first question can be answered inside the message. The same survey runs as a QR code on the card the concierge hands over with a booking, or as a link in the guest messages your own system sends.

The template has no open question, so add one when you want comments; Usertick then reads every written answer and files it under a category from your list, such as staff and service or booking and reservations. Results shows the share of requests taken care of, the share for each speed and the average rating of recommended places, each against the period before.

In an emailAs a linkOn your websiteAs a conversation
Questions
3
Time to answer
Under a minute
Written for
The day after a concierge request, by email to the guest
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

In an email

Send it from Usertick to a contact list, with the first question inside the email. A tap on an answer opens the rest of the survey with that answer already kept. Usertick sends 50 emails a month on the free plan, or connect your own sender.

The 3 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 3 · Yes / No

Did the concierge take care of your request?

Why ask it
The first thing a guest judges is whether the concierge delivered: the table, the tickets, the car. A yes or no gives you a clear success rate for requests.
What you learn
The share who said yes, against the period before. Select No to filter the page to those requests and see how long they took.
Make it yours
Add skip logic so a No goes to a new open question about what went wrong, and give those responses an owner in the inbox.
Question 2 of 3 · Multiple choice

How quickly was it handled?

Why ask it
Speed matters as much as the result when a guest needs a table tonight or a car in an hour. Four plain time ranges are easier to answer than a score.
What you learn
A donut with the share and count for each speed, from Within minutes to It took longer, and the shares over time. Select It took longer to see whether those requests were taken care of in the end.
Make it yours
Match the ranges to the requests your desk handles; a desk that arranges tours days ahead may need Within a day as an option.
Question 3 of 3 · Stars · Optional

If we recommended a place, how was it?

Why ask it
A recommendation carries your hotel's name. Rating the restaurant, bar or tour the concierge suggested tells you which places deserve to stay on the list.
What you learn
The average out of 5, a bar for each rating and the share who rated 4 or higher. It is optional, so only guests who took a recommendation answer it.
Make it yours
Add a dropdown of the places your desk recommends most, so Results shows which ones guests rate highest.

What the answers show

Results turns each question into numbers you can follow week by week.

If we recommended a place, how was it?

The average rating and the share who gave 4 or 5 stars, against the period before.

How quickly was it handled?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Concierge in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Log requests with an email address

    Keep the guest's email with each concierge request, import the day's list as contacts and send the survey the next morning.

  2. 02

    Hand over a card with the code

    Print the QR code on the card the concierge hands over with a booking or a map, so guests can rate the place after they visit.

  3. 03

    Review the recommendation list

    Each month, drop or recheck the places that score low, and point guests to more of the ones that score well.

  4. 04

    Share the wins with the desk

    Pass on each week's answers to the concierge team, including the requests marked Within minutes, so they see what guests valued.

Customer supportHotel guest surveysEmail surveysThe people who served you questions

More support templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
SupportSupport follow-upCheck whether a support conversation actually solved the problem, how much effort it took and how the person who helped did. Send it automatically when a ticket is closed.
SupportHelp article feedbackLearn whether your help articles answer people's questions and which topics are missing or outdated. Add it to the bottom of every help article.
CSATHotel stayLearn how guests rated their stay, from check-in to breakfast, and whether they'd recommend you. Email it the day after check-out.
SupportTrust and supportMeasure how well a request was handled and how much customers trust you with their money. Send it after a support case is closed.

Questions from the library

Browse the question library
  1. Did a member of staff go out of their way for you?Yes / No · The people who served you
  2. Which team looked after you best?Multiple choice · The people who served you
  3. What did staff do well?Multiple choice · The people who served you
  4. Was your order complete when it arrived?Yes / No · Takeout and delivery
  5. Where did you place your order?Multiple choice · Takeout and delivery
  6. What was wrong with the order?Multiple choice · Takeout and delivery

Frequently asked questions

The day after the request, once the dinner, show or ride has happened. Usertick has no trigger from your concierge log, so import the day's requests as contacts and send, or put the link on the card the concierge hands over.

Guests who asked the concierge for something. Sending it to every guest adds answers from people who never used the desk.

Three, in about 25 seconds. The first two are required, and the rating of a recommended place is optional.

Yes. Change concierge to front desk in the first label and keep the speed question, since it fits any guest request.

Nearly every request taken care of, most handled within the hour, and recommended places rated 4 or 5. Watch the trend against the period before more than single days.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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