Amanjiwo - Seva Ritual & Brand Promises

Does this property have a reservation?

RES 1 - Phone calls should be answered within three rings. Our tone of voice is calm and clear using the local greeting and the appropriate greeting of the day

RES 2 - We smile and show genuine excitement to have received the call

RES 3 - We politely ask for the guest’s full name and phone number and if they have visited Aman before

RES 4 - We always ask our guest for permission before placing the call on hold

RES 5 - We don’t place a phone call longer than 30 seconds on hold without offering call-back. If time is needed to gather information, we offer a call-back and prepare any questions

RES 6 - If we need to transfer a call, we ensure the recipient is briefed on our conversation with the guest. If we are the one being transferred to, we acknowledge to the guest that we are aware of the conversation

RES 7 - We engage in a genuine conversation in case there might be a delay in obtaining information from the system

RES 8 - We do not decline any requests without offering appropriate alternatives

RES 9 - We perform the requirements of our department knowledgeably and proficiently. We can capably answer questions about the hotel, residences and facilities or alternatively obtain effective and prompt assistance

RES 10 - We offer the available room types and rates, emphasizing the superior elements of higher room categories

RES 11 - We can clearly describe rates and inclusions. Rates are communicated in both local currency as well as the currency that is familiar to our guest including the remark that the rates may change

RES 12 - We mention exclusive offers and their availability period

RES 13 - We can readily describe the various physical elements in the guest room

RES 14 - We can describe the facilities and services with clarity, customizing the provided information to the guest

RES 15 - We can effectively provide directions and/or transportation options and their associated costs

RES 16 - We proactively offer additional services, such as transportation, activities, dinner or spa reservations

RES 17 - We inform our guests about our Kriya strategy and initiatives available to them such as donating to local charities, community service opportunities, etc. We check if the guest wishes to participate in the Aman Linen Programme and check for their preference of frequency of linen change

RES 18 - For repeat guests, we let them know that we recognize their previous visit(s) and reconfirm any preferences

RES 19 - We clearly explain deposit and cancellation policies and any applying penalty charges

RES 20 - We offer to place a booking on hold. We also offer to send further details such as images of the property and rooms via email

RES 21 - At the end of the call, we repeat the details of the booking for confirmation and provide a confirmation number if applicable

RES 22 - We ask for preferred method of communication (email or phone call). For calls we ask for the best time to call

RES 23 - We thank our guest with enthusiasm for the booking and close the conversation with a polite and personalized remark referring to a specific detail mentioned during the conversation

RES 24 - We wear a headset and avoid breathing into the microphone

RES 25 - The call is handled without excessive delays or interruptions

RES 26 - After the call, our guest is fully prepared for their stay, and looks forward to their visit with positive anticipation

RES 27 - After the call, all elements of the booking are accurately entered into the reservation system. Any relevant guest preferences are captured in the guest profile to personalise future stays

RES 28 - Any relevant information or specific requests are communicated and reconfirmed across departments

RES 29 - Guest data privacy rules and regulations are fully adhered to

RES 30 - All inquiries need to be responded to within 24 hours of receipt or less depending on the applying service level tier; if we have committed to a specific response time, we ensure this is honored. If some information is not available within the promised timeframe, we make the guest aware and ask for more time

RES 31 - For calls, confirmation email is sent within 24 hours after the call including all booking details and a personalized

Does this property provide service Arrival at the Airport?

AIR 1 - If airport VIP service is utilized: Guest names, flight details and arrival time are communicated timely and accurately. <br>The appearance and hospitality skills of the airport representative are professional and courteous

AIR 2 - If airport VIP service is utilized: Airport representative is waiting punctually at the arrival gate with the hotel sign. The sign is in pristine condition<br>If airport VIP service is not utilized: Driver is waiting punctually in the arrival area with the hotel sign. The sign is in pristine condition

AIR 3 - The guest is warmly greeted with their name and the local greeting

AIR 4 - Luggage assistance is offered immediately

AIR 5 - If our guest has to wait for the vehicle to arrive: <br>Guest is guided to a comfortable waiting area and informed about the approximate waiting time

AIR 6 - Once vehicle has arrived, our guest is escorted to the vehicle

AIR 7 - If airport VIP service is utilized: Airport representative introduces the driver by name to the guest. Any relevant information is passed to the driver

AIR 8 - Driver greets our guest warmly using the guest’s name and the local greeting and introducing himself/herself

AIR 9 - Luggage count is verified with the guest before luggage is placed into the trunk

AIR 10 - Driver opens vehicle door, one hand resting on the door frame. <br>Once our guest sits comfortably, the seatbelt is passed to the guest

AIR 11 - If airport VIP service is utilized: Airport representative bids farewell, maintains an alert posture and waits until the vehicle is out of sight

AIR 12 - If transportation service is utilized: Guest names and arrival time are communicated timely and accurately. The appearance and hospitality skills of the driver are professional and courteous

AIR 13 - Cold/hot towel is presented on a tray and recollected after use

AIR 14 - Should the driver not speak a language known by our guest, a pre-recorded welcome audio is played (preferably in the native language of the guest, otherwise in English) (Answer with N/A)

AIR 15 - Aman brand video is playing on built-in screens with sound on low volume (if applicable). If turned off by guest, in-car music is offered. Hotel to create different playlists or offer music menu

AIR 16 - Our guest is informed about the expected duration of the drive

AIR 17 - Car temperature is checked for comfort and temperature control panel is explained (if applicable)

AIR 18 - In-car facilities are offered:<br>• Wi-Fi<br>• Charging cables for most common mobile phone brands<br>• Bottled water or local drinks<br> • iPad or printed folder showcasing the hotel and residences, activities, <br>spa and restaurant menus, Aman residential program, Essentials <br>by Aman, digital newspaper (e.g., Pressreader). Information is <br>complete and up to date. If printed, paper is in pristine condition<br>• Hand sanitizer or antibacterial wipes

AIR 19 - Guest privacy is respected unless our guest seeks the conversation. <br>Should our guest start talking to the driver, conversation is pleasant and polite, with appropriate tone and pace and pointing out noteworthy points of interest on the journey

AIR 20 - If driver is employed by the hotel/residences: Any services that our guest may need during the journey or to be arranged prior to arrival are proactively offered and communicated to the hotel or residences

AIR 21 - Driver is not using his/her phone during the drive unless for necessary communication with the hotel. Volume and choice of ring tone is appropriate

AIR 22 - 10 min prior to arrival, hotel/residences is discreetly informed about arrival. Driver informs our guest that they are approaching the hotel or residences

AIR 23 - Once arrived, driver thanks our guest and bids farewell with a polite, appropriate remark. Driver leaves the vehicle and stands next to the car

AIR 24 - If driver is employed by the hotel/residences:<br>Any relevant guest information or requests are consistently and timely communicated across departments<br>Any relevant guest preferences are captured in the guest profile to personalize future stays

Does this property provide Valet & Bell service?

VAL 1 - If a hat is part of the uniform, we graciously take it off (Answer with N/A)

VAL 2 - We guide the arriving vehicle with open hand gestures to the center of the entrance / Porte cochere

VAL 3 - Once the vehicle comes to a stop, we gracefully open the door(s)

VAL 4 - If applicable: Guest receives a receipt for valet service and is informed about valet rates and procedure (Answer with N/A)

VAL 5 - The vehicle is inspected, and any pre-existing damages are recorded and discreetly informed to our guest

VAL 6 - Settings in the vehicle such as seat position, radio station, volume, mirrors are respected

VAL 7 - The vehicle windows are closed, for convertibles, the top is closed

VAL 8 - The vehicle is driven with utmost caution, obeying traffic laws and speed limits

VAL 9 - The vehicle parking area is safe and secure

VAL 10 - The vehicle interior is tidied up and dusted, floor mats are vacuumed, and any garbage is disposed<br>For resorts: Vehicles are washed and dried

VAL 11 - Any relevant guest information or requests are consistently and timely communicated across departments

VAL 12 - Any relevant guest preferences are captured in the guest profile to personalize future stays

BEL 1 - Luggage assistance at arrival is immediate, secure and seamless. <br>If guests stay in different rooms, we ask them to identify their luggage. We offer our assistance for any coats or hand luggage

BEL 2 - If luggage is noticeably damaged or needs to be fixed, bellman to report to FOM or supervisor

BEL 3 - Luggage is disinfected and exterior is wiped, including handles, wheels, locks prior to placing in the room

BEL 4 - Airline luggage tags are removed from luggage

BEL 5 - Luggage is brought immediately to the room(s) and placed on luggage consoles, suitcase handle pointing forward. Laptop bags are placed on work desk (if available). Coats are neatly hung. Should there be not enough space on the luggage console, luggage rack is placed during next Magic or Turndown Service

BEL 6 - In case of lost luggage: Lost Luggage Emergency Kit is available, including toiletries, inner garments and basic clothing in various sizes. Alternatively clothing for Thai massage from Spa can be offered. Any amenities should be sustainable, i.e. not plastic

BEL 7 - Unpacking service is offered to VIPs, Amanjunkies and long staying guests

Car park must be clean.<br>□ Curbs<br>□ Dumpster Area<br>□ Driveway Surface<br>□ Garage<br>□ Lighting<br>□ Pavement<br>□ Striping/Line

Hotel Vehicle must be clean.<br>□ Interior<br>□ Exterior<br>□ Odor

Main entrance furniture and accessories must be clean.<br>□ Ash Receptacle<br>□ Bench<br>□ Planters<br>□ Trash Receptacles/Rubbish bins

Main entrance structure and fixtures in must be clean.<br>□ Ceiling<br>□ Drive Pad<br>□ Lighting<br>□ Walls

Does this property provide Arrival at the Hotel/Residence service?

ARR 1 - The details and sequence of the welcome ceremony as outlined below may be localised as each hotel, resort or residences has their unique traditions. Local traditions such as a blessing should be included. <br>It must include at the minimum the Aman family welcome, cold/hot towels, welcome refreshment, and the resort orientation

ARR 2 - The vehicle is awaited by the GM and/or RM/HM, valet/bell (if applicable) and the colleague responsible for the check in. For VIP or Amanjunkies, a larger welcome committee is present

ARR 3 - We welcome our guests with genuine excitement and a ready smile

ARR 4 - We greet the guest using their name and the local greeting. <br>For return guests, an appropriate remark is made

ARR 5 - The arrival of our guest is communicated across departments

ARR 6 - Cold/hot towel is presented on a tray and recollected after use (if not offered in transportation upon arrival)

ARR 7 - We close the welcome with a polite, appropriate remark and introduce our guest to the colleague who will do the check in

ARR 8 - Any relevant guest information or requests are consistently and timely communicated across departments

ARR 9 - Any relevant guest preferences are captured in the guest profile to personalise future stays

ARR 10 - Prior to our guest’s arrival, guest preferences and special requests have been reviewed and shared with respective departments

ARR 11 - We greet the guest using their name and the local greeting. <br>For return guests, an appropriate remark is made

ARR 12 - We offer our guest to use the washroom and escort them to the washroom entrance (if applicable)

ARR 13 - A non-alcoholic welcome refreshment with a sense of place is offered

ARR 14 - Orientation of the hotel, resort or residences is offered. <br>Orientation is discreet and helpful, consisting of only relevant and important facts that do not overwhelm the guest

ARR 15 - Our guest is escorted to the reception area or to the guest room (whatever is applicable) for check in

ARR 16 - If guest room is not ready: we make thoughtful suggestions to ensure our guest’s comfort while they wait. Guest is offered to have lunch or to use hotel facilities while waiting

ARR 17 - We remove our shoes and place them neatly before entering (if part of local culture)

ARR 18 - We open the door the guest room and let our guest enter first

ARR 19 - Upon entering, we welcome the guests with a warm and friendly greeting “Welcome home”

ARR 20 - Room orientation is efficient, helpful and appropriate, including only facilities or services that might otherwise be overlooked or are unique

ARR 21 - Check-in process should be paperless where possible, using a touch pad with electronic form(s)

ARR 22 - If a touch pad is used for check-in or for room controls: <br>We use a pen rather than touching the panel with our finger while explaining its features (Answer with N/A)

ARR 23 - Special requests or bookings made prior to arrival are confirmed during check in

ARR 24 - All details of the reservation are accurate; contact details, dietary restrictions, housekeeping preferences and departure date and details are confirmed during check in

ARR 25 - The Aman Linen Programme is explained, preferences of frequency of changing linen are (re)confirmed. <br>If used, in-room artefact is pointed out

ARR 26 - For registration in the room: Passports are scanned in room using a passport scanner (if applicable). Otherwise, passports and credit card are returned immediately.

ARR 27 - Before leaving the room, we offer our assistance with any specific requests showing genuine interest and care

ARR 28 - We close the interaction with a polite, appropriate remark personalizing the interaction

ARR 29 - Check in is conducted without excessive delays or interruption

ARR 30 - Any relevant guest information or requests are communicated across shifts and departments

ARR 31 - Any relevant guest preferences are captured in the guest profile to personalise future stays

Does this property provide Departure service?

DEP 1 - Bellman arrives to the room within ten minutes of departure assistance request; or within five minutes of pre-arranged luggage pick-up time

DEP 2 - We greet the guest using their name, introduce ourselves and ask for permission to enter the room

DEP 3 - We remove our shoes and place them neatly before entering (if part of local culture)

DEP 4 - We offer to check the room that no items are left behind. We remind our guest to check that the safe has been emptied

DEP 5 - We take all luggage items and ask if we can assist with coats or anything else

DEP 6 - We let the guests know where the luggage will be placed and leave the room with an appropriate greeting

DEP 7 - Luggage and guest belongings are handled with extreme care

DEP 8 - Luggage and guest belongings are placed in the vehicle, luggage tags are attached

DEP 9 - A preliminary copy of the folio has been shared with our guest either during Turndown Service the night before their departure date or handed over to them in person one day prior to departure. The folio includes a letter stating their departure details including the time where our guest will be pick up in their room for check out (applicable for properties not using DigiValet)

DEP 10 - For resorts: buggy pick up arrives within ten minutes upon request; or within five minutes of pre-arranged time (Answer with N/A)

DEP 11 - Check out process should be paperless where possible, using a touch pad with electronic folio (Answer with N/A)

DEP 12 - Once our guests arrive at the check out area, their final folio is ready and accurate

DEP 13 - We politely request that the guest reviews the final folio prior to processing

DEP 14 - If applicable, posting/charge errors called to our attention are quickly and discreetly rectified with words of apology

DEP 15 - If a printed folio is provided, a folder or envelope is offered

DEP 16 - If an emailed folio is requested, it is delivered within one hour

DEP 17 - The check out is handled efficiently and seamlessly without excessive delays or interruptions

DEP 18 - We thank our guest using their name and close the interaction with a polite and appropriate remark

DEP 19 - We escort our guest to the entrance and the vehicle (if applicable)

DEP 20 - Our guest is awaited at the porte cochere by the GM and/or RM/HM and further employees, if available. For VIP or <br>Amanjunkies, a larger farewell committee is present

DEP 21 - Local traditions such as a farewell blessing should be included as each hotel, resort or residences has their unique traditions

DEP 22 - We hand the local departure gift to our guest (if not already provided during Turndown Service of the last night)

DEP 23 - We verify with our guest the luggage count before the trunk is closed

DEP 24 - We open the vehicle door, one hand resting on the door frame. <br>Once our guest sits comfortably, the seatbelt is passed to the guest

DEP 25 - We thank our guest for allowing us to be of service and that we look forward to being of future service again. We extend the invitation to return to their Aman home

DEP 26 - We bid a heartfelt farewell and make a farewell gesture (bowing/waving) until the vehicle has left and is out of sight

DEP 27 - The vehicle is parked at the Porte cochere ten minutes prior to scheduled departure time. Vehicle is ready at the entrance five minutes before our guest arrives at the entrance

DEP 28 - The vehicle interior is tidy and dusted, floor mats are vacuumed, any garbage has been disposed of<br>For resorts: Vehicles are washed and dried

DEP 29 - Water bottles are placed in the car, number of bottles match the number of guests

DEP 30 - Car keys are handed on a tray to our guest

DEP 31 - If airport VIP service is utilized: Guest names and flight details are communicated timely and accurately

DEP 32 - The vehicle is waiting at the Porte cochere ten minutes prior to scheduled departure time. Vehicle is ready at the entrance five minutes before our guest arrives at the entrance

DEP 33 - The appearance and hospitality skills of the driver (and the airport representative, if applicable) are professional and courteous

DEP 34 - We introduce the driver to our guest and confirm the approximate duration and destination of the drive

DEP 35 - Car temperature is checked for comfort and temperature control panel is explained (if applicable)

DEP 36 - In-car facilities are introduced including how to connect to Wi-Fi

DEP 37 - In-car facilities include:<br>• Wi-Fi<br>• Bottled water or local drinks<br>• Hand sanitiser or antibacterial wipes<br>• Charging cables for most common mobile phone brands<br>• If car has a screen, an Aman brand video is playing with sound on low volume. If turned off by guest, in-car music is offered. Hotel to create different playlists<br>• iPad digital newspaper (e.g., Pressreader), if applicable

DEP 38 - Guest privacy is respected unless our guest seeks the conversation. Should our guest talk to the driver, conversation is pleasant and polite, with appropriate tone and pace

DEP 39 - Ten minutes prior to arrival, driver informs our guest that they are approaching the destination. Driver informs airport representative discreetly about approaching arrival (if applicable)

DEP 40 - If airport VIP service is utilized: Once arrived, driver introduces the airport representative by name to the guest. Airport representative assists with luggage and escorts the guest to the departure hall

DEP 41 - Driver warmly thanks guest and bids farewell with a polite, appropriate remark

Does this property provide Guest, Concierge & PBX service?

GSCP 1 - Phone calls should be answered within three rings. Our tone of voice is calm and clear using the local greeting and the appropriate greeting of the day. We show genuine excitement to have received the call

GSCP 2 - We always ask our guest for permission before placing the call on hold

GSCP 3 - We don’t place a phone call longer than 30 seconds on hold without offering call-back

GSCP 4 - We readily smile and use the guest’s name throughout the conversation

GSCP 5 - We ask our guest how much time they have and adapt our pace accordingly

GSCP 6 - We do not decline any requests without offering appropriate alternatives

GSCP 7 - We ask guiding questions to ascertain the guest’s preferences and interests to customize our recommendations

GSCP 8 - We show exceptional local expertise about all hotel and residences facilities and services, shopping, entertainment and/or business venues and are able to curate personalized itineraries

GSCP 9 - We can provide appropriate restaurant recommendations and describe the atmosphere and cuisine

GSCP 10 - When we are asked about a particular shop or pharmacy, we politely ask for the item the guest is looking for and offer to call the establishment to check if the item is available

GSCP 11 - We can effectively provide directions and transportation options

GSCP 12 - We can provide brochures, maps, publications, or local restaurant menus to help our guest make decisions (printed or if available, on a digital device)

GSCP 13 - All provided printed collateral is professionally presented in an envelope. If possible, collateral is sent electronically to guest’s email or can be downloaded via app on the guest’s mobile

GSCP 14 - We can provide a variety of basic business requests, such as photocopying, scanning or printing

GSCP 15 - If our guest has a complaint, we sincerely apologies and take immediate action to resolve the complaint and reassure our guest. The proposed resolution fully and accurately meets our guest’s needs

GSCP 16 - At the end of the interaction, we repeat any relevant details, e.g., of a reservation

GSCP 17 - We thank our guest with enthusiasm and close the conversation with a polite and personalized remark and link the greetings with the purpose of the call/visit

GSCP 18 - The call/visit is handled without excessive delays or interruptions and fully and accurately meets our guest’s needs

GSCP 19 - Any correspondence sent to guest email/guest room is accurate and grammatically correct

GSCP 20 - Any relevant guest information or requests are communicated across shifts and departments; follow up or call-backs are timely and accurate

GSCP 21 - Any relevant guest preferences are captured in the guest profile to personalize future stays

Does this property Guest Experience & Activities?

GEA 1 - Aman’s guest experiences give guests access to unusual areas and shed insights that only locals can impart

GEA 2 - The experiences pay respect to each destination’s unique settings and allow immersion into the unique local cultures and traditions

GEA 3 - Experiences and activities should offer varied options to satisfy a spectrum of tastes

GEA 4 - Whenever possible, experiences and activities should be private and exclusive for our guests

GEA 5 - We ensure the safety of our guests is fully guaranteed throughout all activities

GEA 6 - We ask our guest to sign a waiver prior to the activity (if applicable)

GEA 7 - If any equipment is used, the equipment is clean, in excellent condition and fully functional

GEA 8 - We take care of all aspects of the experience including transportation to/from the hotel, meals and beverages, etc

GEA 9 - We clearly explain cancellation policies and any applying penalty charges

GEA 10 - If third parties are utilized: We ensure those companies meet our standards of privacy, safety and exclusivity. The appearance and hospitality skills of the guides are professional and courteous

Do you conduct 1st room?

GS1 - Upon arrival, the room has an extremely fresh and comfortable atmosphere

GS2 - All guest room areas and any outdoor spaces are exceptionally clean and well maintained

GS3 - A hand-written welcome card by GM or RM with the guest’s name(s) and a localised welcome gift/amenity matching the number of guests are placed on the day of arrival

GS4 - Upon arrival, TV is set to the dedicated Aman welcome channel with music softly playing (if applicable) (Answer with N/A)

GS5 - If applicable, the requested newspaper is accurately delivered and presented in a thoughtful manner. If available, promote digital newspapers (e.g., Pressreader) (Answer with N/A)

GS6 - The guest suite should be uncluttered and clear of any garish marketing materials. All marketing elements should be contained neatly within folders or boxes that complement the interior design, and where possible, showcase local craftsmanship and techniques

GS7 - If marketing materials are used (i.e. stationary, postcards, envelopes, notepad paper and pens), they are of a high quality and minimal layout and use of imagery

GS8 - The Aman ‘Places of Peace’ book is displayed and positioned centrally on a table or desk within the main area of the room. The book is in pristine condition

GS9 - Finishing touches to the interior design such as locally sourced art, ceramics and local simple floral displays are encouraged

GS10 - In-room amenities are ceramic and complimentary to the interior design, keeping a consistent feeling running through the architecture of the room to the objects placed within it

GS11 - If guests are traveling with children: kids/baby amenities to be placed in the room upon arrival (kids shampoo and shower gel, baby bath, diapers, etc)

GS12 - If guests are traveling with a dog (if permitted by hotel’s pet policy): dog amenities to be placed in the room upon arrival such as water and food bowls, bed, toys, etc

GS13 - Local fresh flowers or indigenous live plants are provided and in good condition

GS14 - The lighting in the bedroom is comfortable to complete daily tasks such as reading, dressing, dining, etc. Additional lamps are available upon request

GS15 - Technology and TVs should be seamlessly integrated into the room, remaining unobtrusive and well-blended (Answer with N/A)

GS16 - The A/C of the room is set at the right temperature to create a comfortable atmosphere. As per the US Environmental Protection Agency, temperature should be 20°C (72°F) in the winter and 25°C (78°F) in summer. Temperature settings may vary depending on location.

GS17 - The bed is presented in a uniform and clean appearance with no loose details

GS18 - Bed linen is typically white and unpatterned with simple runners and ends tucked in (where available) (Answer with N/A)

GS19 - Runners should respond to the interior design and where possible be made from locally sourced materials (where available) (Answer with N/A)

GS20 - Pillow menu is visibly placed, if available (in digital form where applicable)

GS21 - The guest room provides convenient black-out functionality promoting good sleep

GS22 - Clocks display the accurate time of day and prior alarms are cleared (where available) (Answer with N/A)

GS23 - There are at least ten hangers in each of the closets for any types of garments

GS24 - Laundry hamper/bag is available, laundry slip and shoe polish service card are in pristine condition

GS25 - The amenity box is well stocked with items of high quality, reflecting the location (i.e., sustainable sunscreen, insect repellent, torch, branded match sticks, shoe polish kit, etc)

GS26 - Complimentary hats (if applicable) matching the number of guests and a resort-branded bag are available for the guest’s use

GS27 - Bathroom vanities should be kept clear of unnecessary plastic pieces and general clutter, and instead present a minimal and refined space; utilizing local materials where appropriate and accented with a small gift, such as a bathing ritual card and associated spa product

GS28 - A variety of bathroom amenities is provided and each is exceptionally luxurious. Ceramic dispensers and containers should be used, plastic amenities should be avoided wherever possible

GS29 - Placement of bathroom amenities and towels is thoughtful and elegant

GS30 - Bath robes matching the numbers of guests and ample towels are provided and of high quality, clean and in excellent condition

GS31 - Slippers match the number of guests and are of high quality, clean and non-slippery. Different sizes are available upon request

GS32 - Strong water pressure and no vacillating water temperatures in showers and washbasins

GS33 - The lighting in the bathroom is sufficient for all intended tasks such as grooming and makeup application

GS34 - The minibar is stocked with a variety of high-quality snacks and beverages including some local products

GS35 - Simple fresh fruit plates and cutlery with simple white napkins are available and restocked daily. Use of local/seasonal fruits if possible

GS36 - Coffee machine and/or tea kettle with complimentary coffee capsules and/or tea is provided and restocked daily

GS37 - Complimentary water bottles are provided generously and are restocked daily

The Bath Zone furniture and accessories must be clean & well maintained<br>□ Amenity Tray<br>□ Hair Dryer<br>□ Glasses<br>□ Sign<br>□ Tissue Holder/Cover<br>□ Toilet Tissue<br>□ Towels<br>□ Trash Can/Rubbish Bin

The Bath Zone structure and fixtures must be clean & well maintained.<br>□ Ceiling<br>□ Door<br>□ Exhaust Fan<br>□ Flooring<br>□ Lighting<br>□ Odor<br>□ Mirrors<br>□ Toilet Bottom/Bowl<br>□ Toilet Silicone/Grout<br>□ Toilet Handle/Seat/Lid<br>□ Towel Bar<br>□ Tub/Shower Door<br>□ Tub/Shower Drain<br>□ Tub/Shower Taps/Handles<br>□ Tub/Shower Walls<br>□ Basin<br>□ Wall

The Bed Zone furniture and accessories must be clean and well maintained<br>□ Speaker<br>□ Frame/Headboard/Box Spring<br>□ Lamp<br>□ Nightstand<br>□ Pillow Cushions Decorative<br>□ Skirt/Valance<br>□ Telephone

Bedding must be free from visible stains and clean & well maintained<br>□ Blanket<br>□ Duvet Cover<br>□ Mattress Pad/Topper<br>□ Pillow Cases/Protectors/Tags<br>□ Pillows<br>□ Throw Decorative/runner bed (if available)

The Living Zone furniture and accessories must be clean and well maintained<br>□ Emergency Evacuation Plan<br>□ Glasses<br>□ Mini Bar<br>□ Miscellaneous Furniture<br>□ Seating<br>□ Tables<br>□ Tea and Coffee Facilities<br>□ Window Treatments

The Living Zone structure and fixtures must be clean and well maintained<br>□ Balcony<br>□ Ceiling<br>□ Door<br>□ Flooring<br>□ HVAC<br>□ Lighting<br>□ Odor<br>□ Mirror<br>□ Walls<br>□ Windows

Expendable/collateral items must be clean and well maintained<br>□ Do not disturb sign <br>□ Notepad and pencils<br>□ TV channel listing, if applicable<br>□ Printed Aman Directory<br>□ Other

The Wardrobe Zone furniture and accessories must be clean and well maintained<br>□ Clothes Hangers<br>□ Laundry Bag / Basket<br>□ Luggage Bench/Rack<br>□ Yoga Mat<br>□ Safe deposit box

The Work & Entertainment Zone furniture and accessories must be clean and well maintained<br>□ Desk<br>□ Desk Lamp<br>□ Desk Seating<br>□ Telephone<br>□ Trash Can/Rubbish Bin

Does this property provide Housekeeping - Morning Service?

HKMS 1 - Morning service is done in a timely, seamless and discreet manner; guest should not be encountered in the room

HKMS 2 - Once housekeeping has been informed that guest has left the room, we ring the bell door or knock twice and wait for response. If no response, we announce ourselves loudly and distinctively before we carefully open the door

HKMS 3 - We remove our shoes and place them neatly before entering (if part of local culture)

HKMS 4 - Guest shoes and slippers outside the room are neatly arranged

HKMS 5 - If guest is encountered during the service, we warmly greet, introduce ourselves and politely offer to return later

HKMS 6 - If service is declined, we offer replenishment of essential items such as fresh towels, water or amenities

HKMS 7 - The room has an extremely fresh, comfortable atmosphere when the guest returns

HKMS 8 - All floors are thoroughly vacuumed and/or mopped

HKMS 9 - All dust and debris are thoroughly removed from all surfaces

HKMS 10 - Wastebaskets and ashtrays are emptied and cleaned. <br>If two separate wastebaskets are provided, ensure that trash and recyclables are kept separated

HKMS 11 - Any rooms settings applied by guest are respected and not modified, i.e. room temperature, A/C settings, alarm clock

HKMS 12 - Bed linen is changed daily (unless requested otherwise as part of the Aman Linen Programme), the bed is tightly remade and has a uniform and clean appearance with no loose details

HKMS 13 - Guest bedding preferences are respected, i.e., if guest pulls out bottom part of duvet to sleep, duvet is not tucked in but folded neatly

HKMS 14 - Furniture throughout the room is neatly straightened; closets and cupboard doors are closed

HKMS 15 - Bathroom vanities and fixtures are thoroughly cleaned

HKMS 16 - Used towels are replaced, unless requested otherwise as part of the Aman Linen Programme

HKMS 17 - Personal guest toiletries and cosmetics are wiped and neatly arranged

HKMS 18 - Specific cloth underliner (no face towels) is used for toiletries on vanity or counter surfaces

HKMS 19 - Small appliances (i.e. hairdryer) have their cords neatly coiled and are tidily arranged. Once used by the guest, hairdryer is not placed back in the bag

HKMS 20 - Bathroom amenity containers (lotion, shampoo etc) are replenished, for wrapped/packaged items (i.e., soap, cotton pads) a fresh product is added next to used/opened item

HKMS 21 - End sheets of toilet paper tissue are neatly folded

HKMS 22 - In-room dining service ware or trays are removed and not left outside the guest room

HKMS 23 - If provided, complimentary water, fruits/snacks, tea/coffee are freshened and/or replaced. For opened water bottles, an additional bottle is added next to opened bottle

HKMS 24 - If used, glassware, silver or china in the room is thoroughly cleaned

HKMS 25 - Items consumed from the minibar are replaced during the day

HKMS 26 - When restocking the minibar or tea/coffee amenities, the items are personalized based on guest consumption

HKMS 27 - Labels in the minibar are forward facing, items are neatly arranged

HKMS 28 - If ice had been provided in the ice bucket, ice bucket is drained and cleaned

HKMS 29 - Hotel collateral, magazines and newspaper are neatly compiled and arranged

HKMS 30 - If a book is left open, place a bookmark, close it and place it neatly near the original place

HKMS 31 - Depleted complimentary room amenities are replenished, such as notepads, pens and laundry kit

HKMS 32 - Clothing left around the room is neatly folded or draped and left within immediate guest view

HKMS 33 - Shoes left out in the room are paired and neatly placed near where the guest had left them, out of high traffic areas

HKMS 34 - Personal guest belongings, other than clothing or toiletries, are not substantially disturbed but arranged neatly

HKMS 35 - Small appliances (i.e. phone chargers) have their cords neatly coiled and are tidily arranged (with hotel/resort cable ties if applicable)

HKMS 36 - Burned out light bulbs or other malfunctioning equipment is replaced/repaired

HKMS 37 - Any relevant guest information or requests are communicated across shifts and departments

HKMS 38 - Any relevant guest preferences are captured in the guest profile to personalise future stays

Does this property provide Housekeeping - Magic & Turndown Service?

HKMT 1 - Magic Service is provided additional to Morning and Turndown Service every time the guest has left the room

HKMT 2 - Magic Service consists of small but notable touch ups in the room

HKMT 3 - Magic Service is done in a timely, seamless and discreet manner; guest should not be encountered in the room

HKMT 4 - The room is tidied, with significant debris removed from floors and surfaces; the bed is tightened, wastebaskets and ashtrays are emptied; guest belongings, clothing, collateral and reading material are neatly arranged

HKMT 5 - Bathroom vanities and fixtures are cleaned; bathroom amenities are replenished

HKMT 6 - Used towels are replaced, unless requested otherwise as part of the Aman Linen Programme

HKMT 7 - Any relevant guest information or requests are communicated across shifts and departments

HKMT 8 - Any relevant guest preferences are captured in the guest profile to personalize future stays

HKMT 9 - Turndown Service is the last housekeeping service of the day, usually when the guest is enjoying dinner

HKMT 10 - Turndown Service prepares the room for the night to create an invitation to a relaxing evening

HKMT 11 - Turndown Service is done in a timely, seamless and discreet manner; guest should not be encountered in the room

HKMT 12 - Special Turndown Service (e.g. honeymoon, anniversary, birthday) is arranged if applicable

HKMT 13 - Special Turndown Service is arranged for Amanjunkies and long staying guests on the last night of their stay

HKMT 14 - The room is tidied, with significant debris removed from floors and surfaces; wastebaskets and ashtrays are emptied; guest belongings, clothing, collateral and reading material are neatly arranged

HKMT 15 - Bathroom vanities and fixtures are cleaned; bathroom amenities are replenished or plentifully supplied

HKMT 16 - Used towels are replaced, unless requested otherwise as part of the Aman Linen Programme

HKMT 17 - Room is partially lit or lights are dimmed, bedside lamp is lit

HKMT 18 - TV is switched off

HKMT 19 - Bed is neatly prepared; runners are folded and stored away, pillows are placed flat, duvet is opened and folded in triangle shape. For single guest take note on which bedside guest is sleeping and prepare bed accordingly

HKMT 20 - Turndown gift relating to local culture is placed daily on the bed including a note explaining the background/story of the gift. Different turndown gift every night, should increase in value based on length of stay.<br>If applicable: Turndown food amenities/confectionary are placed on the table

HKMT 21 - Water bottle, glass and TV control/iPad device are placed conveniently next to the bed

HKMT 22 - Foot mat is placed in front of each bed side where guest(s) sleep; guest slippers are placed on the foot mat

HKMT 23 - Fresh ice is added into the ice bucket

HKMT 24 - Any relevant guest information or requests are communicated across shifts and departments

HKMT 25 - Any relevant guest preferences are captured in the guest profile to personalize future stays

Does this property provide Guest Request, Laundry & Shoe Polish Service?

HKGLS 1 - If guest has requested the delivery of specific items or asked for laundry or shoe polish; we arrive to the guest room within ten minutes unless advised otherwise

HKGLS 2 - The requested items that are delivered to the room are elegantly presented

HKGLS 3 - The service or resolution provided fully and accurately meets the guest’s need

HKGLS 4 - Regular laundry, express laundry and pressing are available daily

HKGLS 5 - If available, dry cleaning is offered in-house or outsourced. Guest is informed about time frame and cost

HKGLS 6 - If guest requested laundry service, we warmly greet the guest by name, collect the items, clarify the requested service and time and date of return

HKGLS 7 - We are flexible with urgent guest requests and try to accommodate our guest request

HKGLS 8 - All guest clothing is handled with utmost care

HKGLS 9 - We inform guests of any existing damage or stains prior to washing the item

HKGLS 10 - Minor repairs are carried out automatically, i.e., replacing a missing button or a sewing a torn seam

HKGLS 11 - Folded items are returned in a reusable laundry box with luxurious presentation

HKGLS 12 - Laundry box is placed in the closet or any other area that is easily visible during Magic Service or Turndown Service

HKGLS 13 - Hanging items are neatly returned on high quality hangers with non-slip inserts on hanger for trousers, men’s shirt top button is unbuttoned. Any dry-cleaning tags or plastic covers have been removed

HKGLS 14 - Items are returned within ten minutes of the requested time

HKGLS 15 - If guest called for shoe polish/ cleaning service, we warmly greet the guest by name. We use a shoe box or tray for collecting the guest shoes. We clarify the requested service and time and date of return

HKGLS 16 - We are flexible with urgent guest requests and try to accommodate our guest request

HKGLS 17 - Guest shoes are handled with utmost care

HKGLS 18 - Polished shoes are returned with wooden shoe tree (if available) and wrapped individually with luxurious presentation

HKGLS 19 - Shoes are placed in the closet or any other area that is easily visible

HKGLS 20 - Shoes are returned within ten minutes of the requested time

Does this property have F&B - Dining, Bar & Lounge?

FBDBL 1 - The environment is comfortable, temperature and lighting are appropriate. If music is played, it is in a style suitable to the venue and the volume is comfortable

FBDBL 2 - If live music/entertainment is provided, it is professional and polished in execution

FBDBL 3 - Portable phone power banks with charging cables for most common mobile phone brands, reading glasses, lens cleaning wipes and pashminas are available upon request

FBDBL 4 - Service stations, bar counters and visible back areas are clean, tidy and neatly maintained

FBDBL 5 - The venue looks well-organized and has a professional appearance; tables are uniformly set

FBDBL 6 - We warmly welcome our guest to the restaurant with a proper greeting and using their name

FBDBL 7 - We escort our guest to their table and proactively offer chair assistance

FBDBL 8 - If waiting would be required, a comfortable waiting area is available, the approximate waiting time is quoted

FBDBL 9 - For in-house guests, housekeeping is informed for Magic/Turndown Service

FBDBL 10 - Once our guest is seated, we introduce ourselves with our name

FBDBL 11 - For children, we readily present age-appropriate amenities

FBDBL 12 - Table is in excellent condition and set up meal-period appropriate. <br>Number of covers is adjusted to number of guests

FBDBL 13 - Tableware is in excellent condition, clean and polished

FBDBL 14 - Cloth napkins are in excellent condition, clean and pressed

FBDBL 15 - After the guest is seated, cold/hot towel is presented on a tray and recollected after use

FBDBL 16 - We hand our guest the printed menu or offer to download the menu via QR code and take beverage order. Beverage order is repeated

FBDBL 17 - The menu is grammatically correct and in pristine condition if printed. Menu without prices is available upon request

FBDBL 18 - Menu offers healthy and vegetarian/vegan options. If our guest has a special request or allergies/intolerances, we are flexible to create dishes in accordance with those requirements

FBDBL 19 - Dishes containing gluten, dairy and nuts are noted on the menu

FBDBL 20 - If asked for menu recommendations or details of menu items or beverage offerings, we provide helpful information

FBDBL 21 - We check if our guest has any allergies or food preferences. Manager to take ownership and follow up

FBDBL 22 - Orders are repeated

FBDBL 23 - After ordering, beverages are served within five minutes, starters within ten minutes and main courses within 20 minutes unless requested otherwise by the guest. The pace of the meal is consistent. Should there be a delay, guest is informed by the management team

FBDBL 24 - Refills of beverages are readily offered and promptly provided. Water is topped up throughout the meal

FBDBL 25 - Meals for children are offered to be served first

FBDBL 26 - All items ordered are served accurately and server <br>does not have to ask who ordered what

FBDBL 27 - Foods use highest quality, locally sourced, seasonal ingredients with great flavors

FBDBL 28 - Food presentation is simple and unsophisticated and carefully plated

FBDBL 29 - Cooking is done properly and as requested

FBDBL 30 - Portion sizes are appropriate

FBDBL 31 - For guests who are engaged in a conversation, on the phone or working, we provide discreet and unintrusive yet attentive service

FBDBL 32 - Management does quality checks and asks the guest about any feedback regarding their dining experience

FBDBL 33 - Dishes are cleared once all guests have finished. Guest conversation is not interrupted

FBDBL 34 - Should our guest need assistance with directions to the restroom, we assist by pulling the chair, escort them to the entrance of the restroom and return to their table to rearrange the table neatly including replacing the napkin

FBDBL 35 - Any relevant guest allergies and preferences are consistently and timely communicated across shifts and outlets to cater guests during future meals. Any relevant preferences are captured in the guest profile for future stays

FBDBL 36 - We do not decline any request without offering appropriate alternatives

FBDBL 37 - Beverage menu includes signature cocktails, beers, wines, and liquors. Menu features a minimum of three red wines, three white wines and one champagne/sparkling wine by the glass. A selection of non-alcoholic beverages is available

FBDBL 38 - The menu is grammatically correct and in pristine condition if printed

FBDBL 39 - If asked for recommendations or details of beverages and bar offerings, we can suggest a drink and articulate the taste, smell, texture and any additional distinctive elements

FBDBL 40 - Should our guest ask for a drink that is not on the menu, we can creatively suggest an option based on guest needs. Once the drink has been served, we follow up with the guest

FBDBL 41 - Follow-up rounds are discreetly offered promptly of glass a quarter filled

FBDBL 42 - Wine by the glass service includes demonstration of the label, offer of a tasting sample and pouring at the table. A glass of water is offered

FBDBL 43 - Beverages are served in high quality glassware appropriate to the drink

FBDBL 44 - All drinks are served on linen or other distinctive coasters

FBDBL 45 - Beverages are served at the appropriate temperatures

FBDBL 46 - Mixed drinks and cocktails have a well-balanced flavor, are appropriately garnished and all beverages are prepared precisely as specified by our guest

FBDBL 47 - Iced beverages are served with the appropriate style of ice

The Beverage Outlet furniture and accessories must be clean and well maintained<br>□ Bar/Equipment<br>□ Seating<br>□ Tables

The Beverage Outlet structure and fixtures must be clean and well maintained<br>□ Bar<br>□ Ceiling<br>□ Door<br>□ Flooring<br>□ Lighting<br>□ Odor<br>□ Walls

The Food Outlet furniture and accessories must be clean and well maintained<br>□ High Chair<br>□ Hostess Stand<br>□ Tables

The Food Outlet structure and fixtures must be clean and well maintained<br>□ Ceiling<br>□ Door<br>□ Flooring<br>□ HVAC grill covers<br>□ Lighting<br>□ Odor<br>□ Walls

Does this property have F&B - In Room Dining?

FBIRD 1 - When receiving a call, our tone of voice is calm and clear using the local greeting and the appropriate greeting of the day. We smile and show genuine excitement to have received the call

FBIRD 2 - We address our guest by name

FBIRD 3 - We show genuine care for our guest. We are flexible to meet guest request or offering appropriate alternatives

FBIRD 4 - We can capably answer questions about the food items and beverage offerings

FBIRD 5 - We proactively offer additional menu items, such as starters, desserts, or beverages

FBIRD 6 - We always ask our guest for permission before placing the call on hold

FBIRD 7 - We don’t place a phone call longer than 30 seconds on hold without offering call-back

FBIRD 8 - At the end of the call, we repeat the details of the order for confirmation and quote the estimated delivery time

FBIRD 9 - We thank the guest for their order and close the interaction with a polite and appropriate remark and wait until the guest hangs up the phone

FBIRD 10 - The order is served within ten minutes of the mentioned delivery time

FBIRD 11 - Before knocking on the door, any wrappings or covers are removed and labels are facing the guest

FBIRD 12 - We greet our guest with a genuine smile, mention the guest’s name and ask for permission to enter

FBIRD 13 - We remove our shoes and place them neatly before entering (if part of local culture

FBIRD 14 - For destinations with the risk of insects or mosquitoes, we are mindful to close the door behind us

FBIRD 15 - We naturally use the guest’s name throughout the conversation

FBIRD 16 - We are well versed about the entire room, namely room amenities and lighting functions

FBIRD 17 - We ask the guest where they would like to sit and whether the seating arrangement is comfortable

FBIRD 18 - Should a flower/plant be available in the room, we place it on the table setup provided if there is space (Answer with N/A)

FBIRD 19 - Wine by the glass is presented in the bottle, a tasting sample is offered before pouring the wine. For tea service, with permission of the guest, tea is poured and steeping time is informed

FBIRD 20 - Hot food items and beverages are hot when served; cold food items and beverages are chilled; frozen items are firm at the time of consumption

FBIRD 21 - All ordered items are accurately served and as requested

FBIRD 22 - Tray or in-room dining cart is in excellent condition and completely clean

FBIRD 23 - Tableware is in excellent condition, clean and polished

FBIRD 24 - Cloth napkins and tablecloths are in excellent condition, clean and pressed

FBIRD 25 - Service is conducted without excessive delays or interruption

FBIRD 26 - We verify with the guest if they call for collection or if we should return at a specific time

FBIRD 27 - Before leaving the room, we offer our assistance with any specific requests showing genuine interest and care

FBIRD 28 - We close the interaction with a polite and personalized remark, wishing the guest a pleasant meal

FBIRD 29 - When receiving a call, our tone of voice is calm and clear using the local greeting and the appropriate greeting of the day. We show genuine excitement to have received the call

FBIRD 30 - We address our guest by name

FBIRD 31 - We ask about the meal experience and proactively offer additional menu items (e.g. dessert, digestif, etc).

FBIRD 32 - We thank the guest for their call and close the interaction with a polite and appropriate remark and wait until the guest hangs up the phone

FBIRD 33 - Soiled dishes are removed within 15 minutes after the call, or within five minutes of the pre-arranged time

FBIRD 34 - We greet our guest with a genuine smile, mention the guest’s name and ask for permission to enter

FBIRD 35 - We remove our shoes and place them neatly before entering (if part of local culture)

FBIRD 36 - For destinations with the risk of insects or mosquitoes, we are mindful to close the door behind us

FBIRD 37 - We collect all items without excessive noise or delay

FBIRD 38 - Before leaving the room, we offer our assistance with any specific requests showing genuine interest and care

FBIRD 39 - We close the interaction with a polite and personalised remark

Does this property have F&B - Pool & Beach?

FBPBS 1 - We warmly welcome our guest with the proper greeting of the day, readily smile and use the guest’s name

FBPBS 2 - We escort our guest to their chair or daybed and offer our assistance with the set up

FBPBS 3 - Our guest is made 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

FBPBS 4 - Once our guest is seated, complimentary water is proactively provided

FBPBS 5 - Housekeeping is informed for Magic/Turndown Service

FBPBS 6 - The pool deck/beach is well-organized, clean and has a professional appearance; vacated loungers and used service ware are cleared immediately

FBPBS 7 - If provided, restrooms are well-stocked, clean and well-maintained

FBPBS 8 - All chairs, tables and umbrellas are clean and in excellent condition

FBPBS 9 - Towels are neatly folded and placed on sunbeds

FBPBS 10 - The pool deck/beach provides adequate sun protection measures, including shade options, sunblock products and aloe vera displayed in labelled dispensers. All products should be eco-friendly, natural, plant-based, no paraben, no synthetic, and animal-cruelty free

FBPBS 11 - The pool deck/beach provides a variety of activities and/or amenities for complimentary use (e.g., water equipment, goggles, kids toys, etc.)

FBPBS 12 - Poolside/ beach menu is available, offering an interesting variety of food and beverages. The menu is grammatically correct and in pristine condition if printed. QR code as alternative

FBPBS 13 - Hourly complimentary surprise refreshments are offered

FBPBS 14 - Ample towels are provided, they are clean and in excellent condition. Soiled towels are stored discreetly

FBPBS 15 - Every time a guest leaves the chair/daybed, we arrange guest items or fold towels or any clothes

FBPBS 16 - Sunglass cleaning service is offered

FBPBS 17 - We close each interaction with polite and appropriate remark and a genuine smile

FBPBS 18 - Once guest is leaving, we offer to arrange transportation back to their room (if applicable) (Answer with N/A)

FBPBS 19 - Any relevant guest information or requests are consistently and timely communicated across shifts and departments

FBPBS 20 - Any relevant guest preferences are captured in the guest profile to personalize future stays

Does this property provide SPA - Reservation Call?

SPARC 1 - When receiving a call, our tone of voice is calm and clear using the local greeting and the appropriate greeting of the day. We show genuine excitement to have received the call

SPARC 2 - We readily smile and use the guest’s name throughout the conversation

SPARC 3 - We ask guiding questions to ascertain the guest’s preferences and interests to customize our recommendations

SPARC 4 - We always ask our guest for permission before placing the call on hold

SPARC 5 - We don’t place a phone call longer than 30 seconds on hold without offering call-back

SPARC 6 - We can readily describe all spa facilities, services and products including details on treatments and techniques

SPARC 7 - If a treatment or time is not available, we offer appropriate alternatives

SPARC 8 - If multiple treatments are booked, we guide our guest with the sequence of time and service

SPARC 9 - We ask for preference of male/female therapist

SPARC 10 - We can effectively provide directions to the spa. For in-house guests we offer to arrange a pick up service

SPARC 11 - We clearly explain deposit and cancellation policies and any applying penalty charges

SPARC 12 - We invite our guest to come to the spa early to enjoy the other spa facilities or to relax before the treatment (Answer with N/A)

SPARC 13 - At the end of the call, we repeat the details of the reservation for confirmation

SPARC 14 - We thank our guest with enthusiasm and close the conversation with a polite and personalized remark and link the greetings with the purpose of the call

SPARC 15 - The call is handled without excessive delays or interruptions

SPARC 16 - If applicable, confirmation is sent within 12 hours after the call. Any correspondence sent to guest email/guest room is accurate and grammatically correct

SPARC 17 - After the call, all elements of the reservation are accurately entered into the spa reservations system

SPARC 18 - Any relevant guest information or requests are communicated across shifts and departments

SPARC 19 - Any relevant guest preferences are captured in the guest profile to personalize future stays

Does this property provide SPA - Experience?

SPAEX 1 - The spa environment is comfortable, temperature and lighting are appropriate. If music is played, it is suitable in style and the volume is comfortable

SPAEX 2 - The spa reception and any visible back areas are clean, tidy and neatly maintained

SPAEX 3 - If waiting is required, a comfortable waiting area is available

SPAEX 4 - Locker rooms and/or restrooms are conveniently located and are organized, clean and well maintained (Answer with N/A)

SPAEX 5 - Appropriately sized towels are conveniently available and neatly arranged; used towels are disposed discreetly

SPAEX 6 - All amenities are thoughtfully presented on or in high quality service ware

SPAEX 7 - The spa menu and other collateral are in pristine condition

SPAEX 8 - We warmly welcome our guests to the spa with genuine excitement and a ready smile

SPAEX 9 - We greet the guest using their name and the local greeting. For return guests to the spa, an appropriate remark is made

SPAEX 10 - We escort our guest to the relaxation lounge and invite them to take a seat

SPAEX 11 - Cold/hot towel is presented on a tray and recollected after use

SPAEX 12 - Welcome beverage is offered with a local touch and/or with specific benefits for the upcoming treatment

SPAEX 13 - If waiting would be required, the approximate waiting time is quoted. We offer our guest to use the spa facilities while waiting

SPAEX 14 - The arrival experience is calm, unrushed and relaxing

SPAEX 15 - For in-house guests, housekeeping is informed for Magic/Turndown Service

SPAEX 16 - The spa therapist introduces herself/himself

SPAEX 17 - Consultation form/iPad is already pre-populated with guest name, room number and any other known information. If printed, consultation form is in pristine condition

SPAEX 18 - Any areas highlighted in the consultation form are discussed with the guest. We ask for any other information or special requests that are not mentioned

SPAEX 19 - We reconfirm the type and duration of the booked treatment(s)

SPAEX 20 - We describe the treatment and check regarding allergies or medical concerns

SPAEX 21 - For guests visiting the spa for the first time, orientation of the spa facilities is offered. Orientation is unrushed and helpful

SPAEX 22 - We escort the guest to the locker rooms or directly to the spa suite

SPAEX 23 - Spa suite and set up is extremely luxurious

SPAEX 24 - At any time during and after the treatment, the ambiance is relaxing, quiet, private and comfortable

SPAEX 25 - If the guest is wearing jewelry, we politely ask them to please remove it and place it on a tray

SPAEX 26 - We are mindful of a relaxing experience and avoid conversations unrelated to the treatment

SPAEX 27 - We show complete respect for guest privacy. Should we leave the spa suite while guest is getting undressed, we discreetly knock before entering

SPAEX 28 - We ask the guest if the music, room temperature and lighting are comfortable

SPAEX 29 - We check if our guest is completely comfortable before starting the treatment

SPAEX 30 - Treatment starts at the scheduled time; duration is as indicated or longer

SPAEX 31 - “The signature treatment begins with the Aman ritual: Start with gentle touch on the towel from foot to top. Invite the guest to breath in deeply three times with oil guest has previously chosen. With our hands on neck and spine, we take a moment to concentrate and relax, then start treatment according to spa SOP.

SPAEX 32 - If at any point the guest advises us of any discomfort, we apologise and take immediate corrective actions

SPAEX 33 - At the end of the treatment, we perform the closing ritual. A hot towel is used for each foot

SPAEX 34 - If the guest is sleeping, we wake them up very gently and ask how they are feeling

SPAEX 35 - After the treatment, the spa suite looks tidy with any used items are neatly arranged

SPAEX 36 - After the treatment, the guest is given enough time to change in the spa suite or to get ready to be escorted to the locker room or relaxation area

SPAEX 37 - We remind our guest to take any personal belongings and jewelry with them

SPAEX 38 - We offer a glass of water (tap, filtered or local) or any other beverage after treatment. Guest does not feel rushed and is informed to take as much time as they need

SPAEX 39 - For outside guests, the bill is discreetly presented, bill is accurate, and settling is efficient (Answer with N/A)

SPAEX 40 - We offer to call buggy (if applicable) (Answer with N/A)

SPAEX 41 - “Before the guest leaves, management or spa representative asks for their spa experience and thanks the guest for their visit. We invite them to return and bid cordially farewell with the appropriate greetings and escort them to the exit”

SPAEX 42 - Any relevant guest information or requests are communicated across shifts and departments

SPAEX 43 - Any relevant guest preferences are captured in the guest profile to personalize future stays

Does this property provide SPA - Fitness service?

SPAFI 1 - The fitness room provides a fresh and comfortable workout environment and is clean and well-maintained

SPAFI 2 - The fitness room is spacious and arranged in a convenient manner

SPAFI 3 - A variety of fitness equipment is provided; all equipment is clean and in excellent working order

SPAFI 4 - Free weights and other fitness equipment are of high quality, professional grade

SPAFI 5 - Locker rooms and/or restrooms are conveniently located nearby and are organized, clean and well maintained (Answer with N/A)

SPAFI 6 - Personal headsets (not single-use) are available upon request, the earpieces are fresh and hygienic

SPAFI 7 - Bottled water and/or flavored water is available within the fitness room. Water should be tap, filtered or local

SPAFI 8 - Fresh fruits and/or snacks are available in or near the fitness area

SPAFI 9 - Appropriately sized towels are conveniently available and neatly arranged; used towels are disposed discreetly

SPAFI 10 - Chilled towels are available

SPAFI 11 - All amenities are thoughtfully presented on or in high quality service ware

SPAFI 12 - If fitness classes or personal training are available, they are introduced to all guests (Answer with N/A)

SPAFI 13 - Fitness trainers or attendants circulate the fitness room regularly, making themselves available for our guest (Answer with N/A)

The Fitness/Gym furniture and accessories must be clean and well maintained<br>□ Clock<br>□ Exercise Equipment<br>□ Remote Control<br>□ Telephone<br>□ Television<br>□ Towel Rack / Hamper

The Fitness/Gym structure and fixtures must be clean and well maintained<br>□ Ceiling<br>□ Door<br>□ Flooring<br>□ HVAC<br>□ Lighting<br>□ Odor<br>□ Mirror<br>□ Signs<br>□ Walls<br>□ Windows

Does this property have a Public Corridor?

The Public Corridor structure and fixtures must be clean and well maintained <br>□ Ceiling<br>□ Doors<br>□ Flooring<br>□ HVAC<br>□ Lighting<br>□ Signs<br>□ Walls<br>□ Windows

The Lobby structure and fixtures must be clean and well maintained<br>□ Ceiling<br>□ Door<br>□ Flooring<br>□ Front Desk<br>□ Lighting<br>□ Odor<br>□ Signs<br>□ Walls<br>□ Windows

The Public Restroom structure and fixtures must be clean and well maintained<br>□ Artwork<br>□ Ceiling<br>□ Door<br>□ Exhaust Fan/Vent<br>□ Flooring<br>□ Lighting<br>□ Mirrors<br>□ Signs<br>□ Sink/Basin<br>□ Toilet Bottom/Bowl<br>□ Toilet Silicone/Grout<br>□ Toilet Handle/Seat/Lid<br>□ Vanity<br>□ Walls