How to Use This Module
| Scope: This is an educational reference, not legal advice and not a substitute for the current rules of an employer, operator, airport, venue, regulator, insurer, or law-enforcement authority. It does not confer a license, certificate, diploma, employment qualification, or regulatory approval. Where a rule differs, follow the lawful and more protective requirement. |
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Learning Outcomes
Deliver respectful greetings, assistance, conversation, and quiet service.
Protect confidential information and record only service-relevant preferences.
Provide nondiscriminatory, accessible service and follow service-animal rules.
Handle guest property and boundaries safely.
Greeting and Confirmation
| Model greeting: Good morning, Ms. Rivera. My name is Jordan. I am your professional limousine host, and I have you traveling to Boston Logan Terminal B. May I assist with your luggage? |
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Make eye contact when culturally and personally appropriate, speak clearly, and use the correct name pronunciation.
Confirm identity and destination discreetly enough to avoid exposing private details to bystanders.
Offer help; do not grab luggage, mobility devices, clothing, or the guest without permission.
Position the vehicle for the safest practical curbside entry and exit.
Assistance Without Pressure
| Moment | Professional action |
|---|---|
| Door service | Open and close the door when safe and desired. Respect a guest who prefers to operate the door independently. |
| Luggage | Take care of the guest first, then the luggage. Confirm special handling and never place items where they can shift or be crushed. |
| Physical assistance | Ask before touching. Offer a stable arm only if requested and you can do so safely. |
| Bad weather | Use an umbrella, dry safe entry surfaces, warn about ice or uneven ground, and protect stable footing. |
| Home or hotel delivery | Carry items only within operator policy, the guest's request, and safe boundaries; do not enter private spaces without clear authorization. |
The Guest Controls the Atmosphere
Start with a quiet cabin unless the trip record or guest requests music or media.
Set volume low enough for clear communication and safe awareness.
Follow the guest's lead in conversation; a short answer does not require another question.
Avoid politics, religion, gossip, explicit content, complaints about work, personal finances, and controversial topics.
Never take personal calls or conduct personal messaging with a guest in the vehicle.
Client Profiles: Useful, Minimal, Respectful
A service profile helps different team members deliver consistent care. Record only information that is voluntarily shared, lawful to retain, relevant to service, and permitted by the operator's privacy policy. Do not probe for personal information.
| Appropriate service note | Inappropriate note |
|---|---|
| Prefers a quiet ride and a cool cabin. | Speculation about medical, political, family, or financial matters. |
| Uses the south driveway; headlights off while waiting when safe and lawful. | Private conversation overheard during the trip. |
| Requests a large-print name sign. | A disability diagnosis not needed to provide service. |
| Prefers Route A unless traffic requires Route B. | Judgmental comments about habits or gratuities. |
Accessible and Nondiscriminatory Service
Communicate with a person with a disability as effectively and respectfully as with any other guest.
Make reasonable service adjustments when needed and permitted, such as extra boarding time, a different communication method, or careful storage of a mobility aid.
Speak to the guest, not only to a companion or assistant.
Ask how to handle a wheelchair, cane, walker, or other device; never assume, lean on it, or separate it unnecessarily from the guest.
If the assigned vehicle cannot safely meet the request, contact dispatch immediately so an appropriate lawful solution can be arranged. Do not simply cancel or blame the guest.
Service Animals
When it is not obvious that a dog is a service animal, federal guidance allows only two questions: whether the dog is required because of a disability, and what work or task it has been trained to perform. Do not request certification, a demonstration, or details about the person's disability.
| Service standard: Do not treat a service animal as a pet, charge a special pet fee, separate it from its handler, or distract it. Follow the operator's current accessibility procedure and applicable transportation rules. |
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Guest Property and Lost Items
Before the guest leaves, ask whether they have phones, bags, laptops, medication, documents, and other personal items.
After exit, inspect the seats, floor, pockets, cupholders, trunk, and charging areas before the next guest.
If property is found, do not search through it, unlock it, photograph private contents, or use it to contact people unless the approved procedure specifically permits a minimal action.
Secure the item, record when and where it was found, notify dispatch promptly, and use the operator's documented return process.
Maintain chain of custody for valuable, sensitive, or hazardous property.
Illegal, Unsafe, or Inappropriate Conduct
| Response rule: Do not authorize, join, conceal, or physically escalate unlawful conduct. State the safety or policy boundary, move to a safe location when possible, contact dispatch, and call emergency services when there is immediate danger. |
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Quick Student Questions
Question: Can I ask why a guest uses a service dog?
No. When the need is not obvious, use only the two permitted questions and do not ask about the person's diagnosis.
Question: Should I insist on opening every door?
No. Offer professional assistance, but respect a guest who declines it. Safety and the guest's preference control.
Question: Can I save a guest's birthday if they mention it?
Only if the operator has an approved, lawful profile process and the information is relevant to future service. Do not collect personal details casually.
Question: What if I find a phone?
Secure it, document the find, notify dispatch, and follow the official return process. Do not browse the phone or post about it.
Current Official Resources
These sources were reviewed for version 1.0. Rules can change; check the current page before operational use.
U.S. Department of Justice service-animal FAQs: Current federal guidance on service animals, permitted questions, control, and nondiscrimination.
49 CFR Part 37: Federal transportation nondiscrimination rules; applicability depends on the service and operator.