2023 Forbes Travel Guide Standards: HOTEL

• Site conducted

  Select

• Conducted on

  Date

• Prepared by

• Location
  Address

Arrival Service

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest

  Yes

  No

  N/A

• Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Cross-departmental channels of communication among staff are consistent and complete

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• Guests are greeted curbside within 30 seconds of arriving

  Yes

  No

  N/A

• If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous

  Yes

  No

  N/A

• Luggage assistance is immediately offered curbside

  Yes

  No

  N/A

• The guest is escorted or directed to the appropriate registration area

  Yes

  No

  N/A

• Time from arriving at reception area until registration is complete does not exceed five minutes

  Yes

  No

  N/A

• Special requests or reservations made in connection to the hotel booking are confirmed during registration or upon entering guest room

  Yes

  No

  N/A

• All details of the reservation are accurate; departure date is confirmed during registration

  Yes

  No

  N/A

• The guest is offered an escort to their room

  Yes

  No

  N/A

• Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it

  Yes

  No

  N/A

• Staff automatically arranges luggage in a convenient manner, using a rack or dedicated storage space

  Yes

  No

  N/A

• Luggage arrives within 10 minutes of registration completion

  Yes

  No

  N/A

• Orientation to the hotel is helpful, consisting of relevant details and/or personalized information

  Yes

  No

  N/A

• Staff provides helpful information about the guest room that might otherwise be overlooked or confusing

  Yes

  No

  N/A

• If guest room is not ready beyond hotel's check-in time, staff makes thoughtful suggestions to ensure the guest's comfort while they wait, and an estimated wait time is made known and honored within 15 minutes

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

Bar/Lounge Service

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them

  Yes

  No

  N/A

• Server can helpfully discuss details of beverages and bar offerings and provide appropriate recommendations, if asked

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• Staff is discreet and unintrusive throughout the experience, while remaining attentive

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• Once the guest is seated, they are greeted within one minute

  Yes

  No

  N/A

• First drinks are served within five minutes of ordering at a table, or four minutes of ordering at the bar counter, unless otherwise advised by server

  Yes

  No

  N/A

• Follow-up rounds are discreetly offered within one minute of glass being empty

  Yes

  No

  N/A

• All items ordered are served accurately and server does not have to ask who ordered what

  Yes

  No

  N/A

• Wine by the glass service includes demonstration of the label and pouring at the table

  Yes

  No

  N/A

• Wine by the glass service includes an offer of a tasting sample

  Yes

  No

  N/A

• Mixed drinks/cocktails are dynamically interesting and/or photogenic

  Yes

  No

  N/A

• Beverages will be served in high quality glassware completely appropriate to the drink

  Yes

  No

  N/A

• Beverages are served at appropriate temperatures

  Yes

  No

  N/A

• Beverage pours/portions are appropriate

  Yes

  No

  N/A

• Mixed drinks and cocktails are correctly prepared and well-balanced

  Yes

  No

  N/A

• Staff attentively maintains tabletop/bar counter area

  Yes

  No

  N/A

• Beverage menu and check presenter are in pristine condition, free of any damage. Beverage menu is grammatically correct

  Yes

  No

  N/A

• Beverage menu includes an exceptional and interesting variety of top-quality liquors and beers. Wines by the glass are also listed

  Yes

  No

  N/A

• At least three well-chosen and diverse red wines, three white wines and one Champagne/sparkling wine are available by the glass

  Yes

  No

  N/A

• Menu includes an exceptional specialty offering

  Yes

  No

  N/A

• If provided, beverage menu features at least two high quality non-alcoholic beverage options

  Yes

  No

  N/A

• At least one fresh snack is offered with the drinks

  Yes

  No

  N/A

• If provided, snacks are of extremely high quality and distinctive in presentation

  Yes

  No

  N/A

• If snacks are served, napkins are provided

  Yes

  No

  N/A

• If provided, napkins are made of linen or cotton

  Yes

  No

  N/A

• All drinks are served on distinctive coasters

  Yes

  No

  N/A

• Serviceware is in excellent condition and completely clean and hygienic in appearance

  Yes

  No

  N/A

• The guest's seating area is clean and in excellent condition

  Yes

  No

  N/A

• The bar/lounge exhibits a well-organized and professional appearance; tables are uniformly set

  Yes

  No

  N/A

• Vacated spaces are cleared within three minutes at the bar counter or within five minutes at a table

  Yes

  No

  N/A

• The lounge environment is very comfortable, including appropriate temperature, and the air is fresh

  Yes

  No

  N/A

• The seating arrangement is completely comfortable and adequately distanced from service traffic and other guests

  Yes

  No

  N/A

• Music and/or entertainment are provided in a style appropriate to the bar/lounge setting; volume and sound quality are comfortable

  Yes

  No

  N/A

• Service stations, bar counter and back bar area are always neatly maintained and eye appealing

  Yes

  No

  N/A

• The bill is conveniently and discreetly presented and collected

  Yes

  No

  N/A

• The bill is accurate

  Yes

  No

  N/A

Casino Service

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• When playing in the $1 slot area, the guest is approached for drink service within 20 minutes

  Yes

  No

  N/A

• After ordering, beverages are served in 10 minutes

  Yes

  No

  N/A

• The overall appearance of the casino floor is clean and well-maintained

  Yes

  No

  N/A

• The casino setting is distinctive in quality, interest and execution

  Yes

  No

  N/A

• The casino floor is easy to navigate, and the signage is clearly posted

  Yes

  No

  N/A

• When playing a table game, the guest is approached for drink service within 15 minutes

  Yes

  No

  N/A

• After ordering, beverages are served in 10 minutes

  Yes

  No

  N/A

• When playing a table game, staff provides assistance in a warm and hospitable manner

  Yes

  No

  N/A

• It is easy to redeem chips/vouchers or "cash out"

  Yes

  No

  N/A

Departure Service

• Telephone conversation is calm and clear

  Yes

  No

  N/A

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest

  Yes

  No

  N/A

• Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous

  Yes

  No

  N/A

• Channels of communication among staff are consistent and complete - one does not have to fully repeat themselves and requests are conveyed to the appropriate staff

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• Bellman arrives within eight minutes of departure assistance request; or within five minutes of pre-arranged luggage pick-up time

  Yes

  No

  N/A

• Time spent settling the folio does not exceed five minutes

  Yes

  No

  N/A

• Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it from the room

  Yes

  No

  N/A

• Staff accepting payment specifically thanks the guest and closes the interaction with a polite and appropriate remark

  Yes

  No

  N/A

• Staff proactively inquires about transportation needs

  Yes

  No

  N/A

• The guest is invited to review their folio, either digitally or printed, prior to processing

  Yes

  No

  N/A

• If a printed folio is provided, a folder or envelope is offered

  Yes

  No

  N/A

• If an emailed folio is requested, it is delivered within one hour

  Yes

  No

  N/A

• The final folio is accurate and easy to read

  Yes

  No

  N/A

• If applicable, posting/charge errors called to the attention of the staff are quickly and discreetly rectified with words of apology

  Yes

  No

  N/A

• There will be no unexpected charges posted to the folio; guests must have been advised in some obvious manner of all charges

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

Digital Services

• The hotel's website is notable in design and consistent with the property and/or brand

  Yes

  No

  N/A

• The hotel's website is intuitive and seamless to navigate

  Yes

  No

  N/A

• Content on the hotel website is current, free of errors and grammatically correct

  Yes

  No

  N/A

• An online hotel booking engine or mobile application is available

  Yes

  No

  N/A

• Booking engine is convenient and allows the guest to filter room results

  Yes

  No

  N/A

• Booking engine offers a rate and availability calendar

  Yes

  No

  N/A

• Rate types and inclusions are clearly and conveniently described during the online booking process

  Yes

  No

  N/A

• Online room descriptions are helpful, with accurate photos of the bedroom, bathroom and any living spaces included

  Yes

  No

  N/A

• It is possible to add special requests to the reservation before the booking is processed online

  Yes

  No

  N/A

• The deposit and cancellation policy is prominently explained before the booking is processed online

  Yes

  No

  N/A

• For online bookings, confirmation is immediate

  Yes

  No

  N/A

• Bookings made through the property website can be amended or cancelled online

  Yes

  No

  N/A

• Hotel booking details are accurately reflected in the email confirmation

  Yes

  No

  N/A

• All email communications are personalized

  Yes

  No

  N/A

• All email communications are professionally formatted and accurately reflect the property and/or brand

  Yes

  No

  N/A

• Staff is articulate and courteous when corresponding with the guest via email

  Yes

  No

  N/A

• General email inquiries are acknowledged within 24 hours

  Yes

  No

  N/A

• All text message communications are polite, professional and consistent with the property style

  Yes

  No

  N/A

• Text messages are answered within three minutes

  Yes

  No

  N/A

• When guest requests are made through digital technology, the functionality is intuitive and convenient

  Yes

  No

  N/A

• All service automation functions seamlessly and as expected

  Yes

  No

  N/A

• Non-digital alternatives are available for any service automation technologies provided

  Yes

  No

  N/A

Fitness Facility

• If present, staff in the fitness center is professional and courteous

  Yes

  No

  N/A

• Restrooms are conveniently located in or near the fitness center

  Yes

  No

  N/A

• If provided, the overall appearances of the locker room and/or restroom area are organized, clean and well-maintained

  Yes

  No

  N/A

• Equipment is exceptionally high quality, with modern, up-to-date models and technology

  Yes

  No

  N/A

• At least three different types of cardiovascular equipment are provided

  Yes

  No

  N/A

• At least three different types of floor exercise and/or recovery equipment are provided

  Yes

  No

  N/A

• A full set of free weights and at least one piece of strength-training or circuit-training equipment are available

  Yes

  No

  N/A

• Equipment is sufficient for the fitness facility capacity, and it is arranged in a convenient manner

  Yes

  No

  N/A

• The facility offers ample open floor space, allowing the guest sufficient room to themselves when using all equipment

  Yes

  No

  N/A

• All fitness equipment is clean and in excellent working order

  Yes

  No

  N/A

• The fitness room and all amenities are clean and in excellent condition

  Yes

  No

  N/A

• Appropriate cardiovascular equipment includes intuitive audiovisual functionality

  Yes

  No

  N/A

• Water is readily available within the fitness center

  Yes

  No

  N/A

• Fresh fruit and/or nutritionally focused snacks are available in or near the fitness area

  Yes

  No

  N/A

• Appropriately sized towels are conveniently available to all guests in the fitness area

  Yes

  No

  N/A

• Dampened chilled towels are offered in the fitness area

  Yes

  No

  N/A

• Towels are disposed of discreetly

  Yes

  No

  N/A

• Availability of personal training or fitness classes, whether virtual or in person, is made known

  Yes

  No

  N/A

• The facility provides a fresh and comfortable workout environment

  Yes

  No

  N/A

• Exceptional attention to the fitness facility design is evident. The style is in keeping with overall design of the property

  Yes

  No

  N/A

Guest Room

• Upon arrival, the room has an extremely fresh, comfortable atmosphere

  Yes

  No

  N/A

• A specific welcome gift or amenity is provided during the visit

  Yes

  No

  N/A

• If provided, the welcome amenity is of extremely high quality and distinctive in presentation

  Yes

  No

  N/A

• The guest room is well-soundproofed

  Yes

  No

  N/A

• Hotel collateral and any printed products, such as stationery, reading material, notepad paper or pens, are elegant or distinctive in a way that is notable

  Yes

  No

  N/A

• Hotel collateral and any printed products are in excellent condition

  Yes

  No

  N/A

• Hotel collateral is accurate and grammatically correct; if provided, magazines are current

  Yes

  No

  N/A

• The bed is clean and in excellent condition

  Yes

  No

  N/A

• The bed linens are of high quality and made of natural materials

  Yes

  No

  N/A

• The bed is exceptionally comfortable

  Yes

  No

  N/A

• The room promotes good sleep, including effective blackout functionality

  Yes

  No

  N/A

• The closets and shelves/drawers are generously spacious and very well lit

  Yes

  No

  N/A

• There are at least 10 hangers in the closet, convenient for all types of garments

  Yes

  No

  N/A

• Fresh flowers or live plants are provided by the hotel in the guest room

  Yes

  No

  N/A

• The bedroom offers a comfortable place to relax, such as when watching television or dining, separate from the bed and desk areas

  Yes

  No

  N/A

• The lighting in the bedroom is comfortable for the guest to complete all necessary daily tasks. The room has ample natural light during the day

  Yes

  No

  N/A

• The bedroom is exceptionally clean

  Yes

  No

  N/A

• The bedroom is extremely well-maintained

  Yes

  No

  N/A

• If available, the outdoor balcony/patio is exceptionally clean and in excellent condition

  Yes

  No

  N/A

• The room is supplied with a distinctive variety of amenities that enhance the guest experience

  Yes

  No

  N/A

• If provided, the technology is easy to use and navigate

  Yes

  No

  N/A

• Electronic outlets are located in convenient locations for the guest

  Yes

  No

  N/A

• If provided, clocks display the time of day within two minutes of the time confirmed by the global time clock and prior alarms are cleared

  Yes

  No

  N/A

• The architectural design style of the room is notable in interest or execution

  Yes

  No

  N/A

• The entire room is true to the thematic elements. There are no unintentional mismatching styles of furnishings or indication of remodeling that is not thorough or done in cycles

  Yes

  No

  N/A

• The grooming areas are generously spacious so that two persons could easily shower and dress in comfort

  Yes

  No

  N/A

• Basic amenities, including shampoo, conditioner, body wash/gel, lotion, hand soap and cotton products, are provided

  Yes

  No

  N/A

• Beyond basic amenities, the bathroom is supplied with at least two additional types of toiletry items

  Yes

  No

  N/A

• Bathroom amenities are exceptionally luxurious in quality and presentation

  Yes

  No

  N/A

• Robes, slippers and sufficient towels are automatically provided

  Yes

  No

  N/A

• Robes, slippers and bathroom linens are of extremely high quality

  Yes

  No

  N/A

• Robes, slippers and bathroom linens are all clean and in excellent condition

  Yes

  No

  N/A

• Strong water pressure and no vacillating water temperatures are present in showers; showers are easy to operate

  Yes

  No

  N/A

• Placement of bathroom amenities is convenient and careful

  Yes

  No

  N/A

• Placement of bathroom linens is convenient and careful

  Yes

  No

  N/A

• The lighting in the bathroom is sufficient for all intended tasks, such as grooming and makeup application

  Yes

  No

  N/A

• The bathroom is exceptionally clean

  Yes

  No

  N/A

• The bathroom is extremely well-maintained

  Yes

  No

  N/A

• The bathroom design and appointments, such as counters, floors and fixtures, are exceptionally noteworthy

  Yes

  No

  N/A

• The guest is exceptionally comfortable in this room

  Yes

  No

  N/A

Guest Service

• Telephone conversation is calm and clear

  Yes

  No

  N/A

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• When appropriate, staff asks guiding questions to ascertain the guest's preferences

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Cross-departmental channels of communication among staff are consistent and complete

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• Staff closes interactions with a polite, appropriate remark

  Yes

  No

  N/A

• Staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• Staff responds to or confirms in-house requests within two hours

  Yes

  No

  N/A

• Staff responds to or confirms pre-arrival requests within 24 hours

  Yes

  No

  N/A

• Staff exhibits local expertise by providing thorough detail and first-hand knowledge

  Yes

  No

  N/A

• When appropriate, staff effectively provides directions and transportation options

  Yes

  No

  N/A

• Property offers high quality and curated experiences, itineraries or activities

  Yes

  No

  N/A

• All non-digital collateral is professionally presented

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

Guest Service Request

• Telephone conversation is calm and clear

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service

  Yes

  No

  N/A

• Cross-departmental channels of communication among staff are consistent and complete

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• All interactions are closed politely and appropriately

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• Staff arrives to the room within 10 minutes unless advised otherwise

  Yes

  No

  N/A

• Requested items delivered to the room are elegantly presented

  Yes

  No

  N/A

• Two-hour pressing, same-day and express laundry/dry cleaning service are available on weekdays

  Yes

  No

  N/A

• Folded items are returned with luxurious presentation

  Yes

  No

  N/A

• Hanging items are neatly returned on high quality hangers, with non-slip inserts for trousers

  Yes

  No

  N/A

• The items provided are high quality and meet the guest's needs

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

Hotel Dining

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• If waiting is required, an estimated wait time is quoted. The guest is seated no more than five minutes past the quoted time

  Yes

  No

  N/A

• If waiting is required, a comfortable waiting area is available

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Before taking the guest's order, staff inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known

  Yes

  No

  N/A

• If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal

  Yes

  No

  N/A

• It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them

  Yes

  No

  N/A

• Channels of communication among staff are consistent and complete - one does not have to fully repeat themselves and requests are conveyed to the appropriate members of service/kitchen staff

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• Interactions are closed with polite, appropriate remarks

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• Staff is discreet and unintrusive throughout the experience, while remaining attentive

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• The guest is escorted to their table and provided with chair assistance

  Yes

  No

  N/A

• Once the guest is seated, the table is politely greeted within one minute

  Yes

  No

  N/A

• Refills or follow-up rounds are readily offered or provided within one minute of the guest's beverage being fully empty

  Yes

  No

  N/A

• If asked for menu recommendations, staff can provide helpful information

  Yes

  No

  N/A

• Staff can helpfully discuss details of menu items

  Yes

  No

  N/A

• Staff can helpfully discuss beverage offerings

  Yes

  No

  N/A

• After ordering, cold breakfasts are served within seven minutes and hot breakfasts within 10 minutes, unless advised otherwise by server

  Yes

  No

  N/A

• When applicable, the pace of the meal is consistent; the guest does not have to wait or wonder when the next step of service will occur

  Yes

  No

  N/A

• Menu and check presenter are in pristine condition, free of any damage. Menu is grammatically correct.

  Yes

  No

  N/A

• Menu and/or buffet includes at least two high quality health-conscious beverages

  Yes

  No

  N/A

• Menu and/or buffet offers a variety of nutritionally focused options; dietary restrictions are considered

  Yes

  No

  N/A

• Menu and/or buffet provides an exceptional variety, including concept-driven specialty dishes

  Yes

  No

  N/A

• Hot foods and beverages are hot when served; cold foods and beverages are chilled

  Yes

  No

  N/A

• Foods and beverages are fresh and use high quality ingredients

  Yes

  No

  N/A

• Foods are flavorful and well-seasoned/balanced

  Yes

  No

  N/A

• Portions are appropriate

  Yes

  No

  N/A

• Food presentation is precise and carefully plated

  Yes

  No

  N/A

• Cooking is done properly and as requested

  Yes

  No

  N/A

• All items ordered are served accurately and server does not have to ask who ordered what

  Yes

  No

  N/A

• Condiments are elegantly presented

  Yes

  No

  N/A

• If a buffet, the traffic flow is convenient. There are ample dishes and utensils for self-service

  Yes

  No

  N/A

• If a buffet, the appearance is exceptionally hygienic

  Yes

  No

  N/A

• If a buffet, the food is well-stocked, fresh and appetizing in overall appearance. There are not any dishes more than one-quarter empty and there are not any juice pitchers more than half empty

  Yes

  No

  N/A

• If a buffet, the presentation is exceptionally eye appealing and inviting

  Yes

  No

  N/A

• If a buffet, there is an a la minute option for individual preparation of egg dishes and/or other hot foods

  Yes

  No

  N/A

• If a buffet, all appropriate dishes are clearly and elegantly labeled

  Yes

  No

  N/A

• It is possible to receive a selection of specialty coffees and teas at any time

  Yes

  No

  N/A

• Coffee and tea service is presented in a refined manner

  Yes

  No

  N/A

• Table is in excellent condition and completely clean

  Yes

  No

  N/A

• Cloth napkins are used and are in excellent condition, clean and pressed

  Yes

  No

  N/A

• The guest's seating area is clean and in excellent condition

  Yes

  No

  N/A

• Serviceware is in excellent condition, completely clean and hygienic in appearance

  Yes

  No

  N/A

• Serviceware is of excellent quality and cohesive in appearance

  Yes

  No

  N/A

• All proper cutlery is provided

  Yes

  No

  N/A

• Removal of soiled dishes is convenient

  Yes

  No

  N/A

• The presentation of the bill is prompt

  Yes

  No

  N/A

• The bill is accurate

  Yes

  No

  N/A

• The dining room exhibits a well-organized and professional appearance; tables are uniformly set

  Yes

  No

  N/A

• Vacated tables are cleared within five minutes

  Yes

  No

  N/A

• The dining environment is comfortable, temperature is appropriate and if a sound system is used, the volume is appropriate

  Yes

  No

  N/A

• The seating and table arrangement are comfortable, including ample tabletop space

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

Housekeeping Daily Service

• The bathroom floor is thoroughly cleaned

  Yes

  No

  N/A

• All bathroom fixtures are thoroughly cleaned

  Yes

  No

  N/A

• Bathroom appointments such as mirrors, shelves, etc. are thoroughly cleaned

  Yes

  No

  N/A

• All used bathroom linens and robes are removed and neatly replaced unless the guest opts into an environmental preference program

  Yes

  No

  N/A

• All fresh bathroom linens are clean and in excellent condition

  Yes

  No

  N/A

• Toiletries and cosmetics are neatly arranged

  Yes

  No

  N/A

• High quality underliners are used for toiletries on vanity or counter surfaces, but not under items on narrow shelves

  Yes

  No

  N/A

• Small appliances provided by the hotel have their cords (i.e. hairdryer, iron, etc.) neatly coiled and appliances are tidily arranged in a convenient location

  Yes

  No

  N/A

• End sheets of toilet tissue are neatly pointed or similarly cared for

  Yes

  No

  N/A

• Bathroom amenities are sufficiently supplied to last until the next service. Any single-use amenity that is more than half depleted has a fresh product added

  Yes

  No

  N/A

• Debris is thoroughly removed from all areas of the bedroom floor

  Yes

  No

  N/A

• Any significant dust, debris or spillage on furniture surfaces is thoroughly cleaned

  Yes

  No

  N/A

• Following daily service, all bed linens are completely clean and in exceptional condition unless the guest opts into an environmental preference program

  Yes

  No

  N/A

• The bed is tightly and attractively remade with decorative elements replaced

  Yes

  No

  N/A

• If the guest opts into an environmental preference program, their requests are honored

  Yes

  No

  N/A

• Wastebaskets and ashtrays throughout the bedroom and bathroom are emptied/cleaned

  Yes

  No

  N/A

• Soiled in-room dining serviceware, trays or trolleys are removed from the room and not left in the corridor

  Yes

  No

  N/A

• If used, glassware, silver or china in the room is thoroughly cleaned

  Yes

  No

  N/A

• If provided complimentary, food and beverage amenities are freshened and/or replaced as necessary

  Yes

  No

  N/A

• If applicable, items consumed from the minibar are replaced at some point during the day

  Yes

  No

  N/A

• If ice had been provided in the ice bucket, ice bucket is drained and cleaned, or completely refreshed

  Yes

  No

  N/A

• Clothing left around the room is neatly folded or draped and left within immediate guest view

  Yes

  No

  N/A

• Shoes left out in the room are paired and neatly placed near where the guest had left them, out of high traffic areas

  Yes

  No

  N/A

• Personal guest belongings, other than clothing or toiletries, are not substantially disturbed and no guest belongings are missing

  Yes

  No

  N/A

• Personal guest belongings, other than clothing or toiletries, are handled in a noteworthy manner

  Yes

  No

  N/A

• Magazines and newspapers are neatly compiled and arranged

  Yes

  No

  N/A

• Hotel collateral such as service directories, in-room dining menus, corporate directories, etc. are neatly arranged

  Yes

  No

  N/A

• TVs are turned off or set to a dedicated welcome channel, furniture throughout the room is neatly straightened and closet and cupboard doors are closed

  Yes

  No

  N/A

• All window treatments are opened, if appropriate, have a symmetrical appearance and are uniform day-to-day

  Yes

  No

  N/A

• Depleted complimentary room amenities are replenished, such as notepads, pens and laundry kits

  Yes

  No

  N/A

• Burned out light bulbs or other malfunctioning equipment is replaced/repaired

  Yes

  No

  N/A

• The room has an extremely fresh, comfortable atmosphere when the guest returns

  Yes

  No

  N/A

• Daily service is provided in a timely, convenient and discreet manner so that the guest does not feel disturbed

  Yes

  No

  N/A

• If a room attendant, minibar attendant or technician is encountered, they are very polite and professional. Their appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

• Security precautions are taken when staff is servicing rooms

  Yes

  No

  N/A

• Guest room corridors are kept neat and organized during daily service

  Yes

  No

  N/A

Housekeeping Evening Service

• Evening service is provided automatically

  Yes

  No

  N/A

• Evening service is provided automatically or the guest is prominently invited to call to request service

  Yes

  No

  N/A

• Evening service is provided in a timely, convenient and discreet manner so that the guest does not feel disturbed

  Yes

  No

  N/A

• During evening service, an effort is made to set an appropriate atmosphere

  Yes

  No

  N/A

• During evening service, bedding is neatly prepared. If decorative items are removed, they are discreetly stored

  Yes

  No

  N/A

• During evening service, clothing left around the room is neatly folded or draped and left within immediate guest view

  Yes

  No

  N/A

• During evening service, shoes left out in the room are paired and neatly placed near where the guest had left them, out of high traffic areas

  Yes

  No

  N/A

• The bedroom is tidied, with significant debris removed from floors and furnishings; wastebaskets are emptied and reading materials are straightened

  Yes

  No

  N/A

• During evening service, the bathroom counter, sink, shower and tub are cleaned

  Yes

  No

  N/A

• Bedroom and bathroom amenities are sufficiently supplied to last until the next service

  Yes

  No

  N/A

• During evening service, toiletries and cosmetics are neatly arranged

  Yes

  No

  N/A

• High quality underliners are used for toiletries on vanity or counter surfaces, but not under items on narrow shelves

  Yes

  No

  N/A

• During evening service, used bathroom linens are removed and neatly replaced, unless the guest chooses to participate in an environmental preference program

  Yes

  No

  N/A

• All fresh bathroom linens are clean and in excellent condition

  Yes

  No

  N/A

• If the guest opts into an environmental preference program, their requests are honored

  Yes

  No

  N/A

• If a housekeeping evening service attendant is encountered, they are very polite and professional. Their appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

In Room Dining

• Telephone conversation is calm and clear

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Ordertaker inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known

  Yes

  No

  N/A

• If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal

  Yes

  No

  N/A

• It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them

  Yes

  No

  N/A

• Cross-departmental channels of communication among staff are consistent and complete

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• Menu includes at least two high quality health-conscious beverages

  Yes

  No

  N/A

• Menu offers a variety of nutritionally focused options; dietary restrictions are considered

  Yes

  No

  N/A

• Menu provides an exceptional variety, including concept-driven specialty dishes

  Yes

  No

  N/A

• Ordertaker can helpfully discuss details of foods and beverages

  Yes

  No

  N/A

• Estimated delivery time is quoted and order is received within five minutes of that time, not earlier or later

  Yes

  No

  N/A

• Lunch and dinner are served within 40 minutes; breakfast is served within 30 minutes

  Yes

  No

  N/A

• Staff conveniently sets the table so the meal is ready to begin; all serviceware is neatly arranged

  Yes

  No

  N/A

• If in-room service is provided, beverages are opened and poured in the room

  Yes

  No

  N/A

• If in-room service is provided, wine by the glass is presented in a bottle and poured in the room

  Yes

  No

  N/A

• If in-room service is provided, chair(s) is brought to the table and the seating arrangement is fully comfortable

  Yes

  No

  N/A

• Food presentation is precise and carefully plated

  Yes

  No

  N/A

• Hot foods and beverages are hot when served; frozen items are firm at the time of consumption

  Yes

  No

  N/A

• Foods and beverages are fresh and use high quality ingredients

  Yes

  No

  N/A

• Foods are flavorful and well-seasoned/balanced

  Yes

  No

  N/A

• Portions are appropriate

  Yes

  No

  N/A

• Cooking is executed properly and as requested

  Yes

  No

  N/A

• All ordered items are accurately served

  Yes

  No

  N/A

• Condiments are elegantly presented

  Yes

  No

  N/A

• It is possible to receive a selection of specialty coffees and teas at any time

  Yes

  No

  N/A

• Coffee and tea service is presented in a refined manner

  Yes

  No

  N/A

• Tray or in-room dining cart is in excellent condition and completely clean

  Yes

  No

  N/A

• Cloth napkins, tablecloths and liners used are in excellent condition, clean and pressed

  Yes

  No

  N/A

• Serviceware is in excellent condition, completely clean and hygienic in appearance

  Yes

  No

  N/A

• Serviceware is of excellent quality and cohesive in appearance

  Yes

  No

  N/A

• All proper cutlery is provided

  Yes

  No

  N/A

• Removal of soiled dishes occurs within 12 minutes or within five minutes of the pre-arranged time

  Yes

  No

  N/A

• When collecting the dishes, staff returns the room to its original appearance

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

Pool/Beach Service

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest

  Yes

  No

  N/A

• It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• The arriving guest is escorted to a chair, and set-up assistance is provided or offered

  Yes

  No

  N/A

• Once the guest is seated, water is proactively provided or offered within five minutes

  Yes

  No

  N/A

• During a 90-minute period in warm conditions, some sort of complimentary refreshment is proactively passed by staff

  Yes

  No

  N/A

• It is possible to conveniently obtain drinks and snacks by signaling the attention of a staff member.

  Yes

  No

  N/A

• Drinks are delivered within 10 minutes

  Yes

  No

  N/A

• The pool area provides adequate sun protection measures, including shade options and sun protection products

  Yes

  No

  N/A

• Staff automatically offers at least two towels to each guest

  Yes

  No

  N/A

• Soiled towels are stored discreetly

  Yes

  No

  N/A

• The pool deck/beach exhibits a well-organized and professional appearance; vacated loungers and used serviceware are swiftly cleared

  Yes

  No

  N/A

• All chairs, tables, pads, towels and umbrellas are clean and in excellent condition

  Yes

  No

  N/A

• All chairs, tables, pads, towels and umbrellas are of exceptional quality

  Yes

  No

  N/A

• All conditions around the pool and beach area are clean and completely hygienic

  Yes

  No

  N/A

• The guest is completely comfortable. There is adequate space and privacy. If children or groups of guests are present, it is possible to select chairs isolated from others

  Yes

  No

  N/A

• The pool setting is distinctive and promotes a sense of place

  Yes

  No

  N/A

• Restrooms are located within the pool/beach area

  Yes

  No

  N/A

• If provided, restrooms are well-stocked, clean and well-maintained

  Yes

  No

  N/A

• Poolside menu is available and offers an exceptional variety of food and beverages, including specialty items

  Yes

  No

  N/A

• Poolside menu offers a variety of nutritionally focused options; dietary restrictions are considered

  Yes

  No

  N/A

• If available, poolside menu, check presenter and all service items are clean and in good condition. Menu is grammatically correct

  Yes

  No

  N/A

• Food and beverages have a distinctive presentation

  Yes

  No

  N/A

• All ordered items are fresh, flavorful and properly prepared

  Yes

  No

  N/A

• All ordered items are accurately served

  Yes

  No

  N/A

• The bill is accurate

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

Public Areas

• Telephone conversations are calm and clear

  Yes

  No

  N/A

• The guest is always asked permission before being placed on hold

  Yes

  No

  N/A

• No telephone hold is longer than 30 seconds without offering a call-back

  Yes

  No

  N/A

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Cross-departmental channels of communication among staff are consistent and complete

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• Staff closes interactions with a polite, appropriate remark

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• If any negative issues encountered during the stay are called to the attention of staff, these are quickly and discreetly rectified with words of apology

  Yes

  No

  N/A

• All services are handled without excessive delays

  Yes

  No

  N/A

• Large groups or meetings are handled in a way that does not interfere with the guest's visit or make them uncomfortable at any point

  Yes

  No

  N/A

• Staff uniforms are exceptional in design and style

  Yes

  No

  N/A

• The architectural and interior design style of the public areas is notable in quality, interest or execution. There are no signs of remodeling done in cycles

  Yes

  No

  N/A

• When present, exterior landscaping and grounds are notable in their design, interest and/or execution

  Yes

  No

  N/A

• The guest is comfortable when moving around the hotel or sitting in the lobby. There is sufficient privacy, space and comfortable seating

  Yes

  No

  N/A

• If available, wireless Internet service provided in the public areas is strong and reliable

  Yes

  No

  N/A

• The interior public areas are clean and in excellent condition

  Yes

  No

  N/A

• The exterior public areas are clean and in excellent condition

  Yes

  No

  N/A

• If hotel transportation is used, vehicles are clean and in excellent condition

  Yes

  No

  N/A

• The hotel allows guests the ability to seamlessly continue health-conscious lifestyles during their stay, if desired

  Yes

  No

  N/A

• There is a strong sense of security throughout the property

  Yes

  No

  N/A

Reservation & Pre-Arrival

• Telephone conversation is calm and clear

  Yes

  No

  N/A

• The guest is always asked permission before being placed on hold

  Yes

  No

  N/A

• No telephone hold is longer than 30 seconds without offering a call-back

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest

  Yes

  No

  N/A

• Staff leads the conversation and is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

• Staff can readily describe the various physical elements in the guest room

  Yes

  No

  N/A

• Staff can describe hotel facilities and procedures with clarity

  Yes

  No

  N/A

• Staff can effectively provide directions and/or transportation options and their associated costs

  Yes

  No

  N/A

• At some point prior to the guest's stay, they are offered assistance with hotel services such as transportation service, dinner or spa reservations

  Yes

  No

  N/A

• When making a booking, staff provides a choice of room types and rates

  Yes

  No

  N/A

• When making a booking, staff clearly explains deposit and cancellation policies and any penalty charges, if a method of payment is secured

  Yes

  No

  N/A

• When making a booking, details of the booking are repeated for confirmation

  Yes

  No

  N/A

• When making a booking, a confirmation number is offered

  Yes

  No

  N/A

• Hotel booking confirmation is received within two hours of the call

  Yes

  No

  N/A

• Cross-departmental channels of communication among staff are consistent and complete

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

• Audit Completed By:

  Sign