Brand Standard Check

Staff acknowledges the guest when appropriate and reasonably possible

Staff makes eye contact and keeps focus on the guest

Staff readily smiles and maintains an engaging expression

Staff is highly articulate and avoids slang

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

The guest's name is used naturally as a signal of recognition

The service is handled without excessive delays or interruptions

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

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

Staff performs the requirements of their department knowledgeably and proficiently

Staff can capably answer questions about the entire hotel or tries to obtain the answer before asking for assistance

Staff does not decline any request without offering appropriate alternatives

Staff closes interactions with polite, appropriate remarks

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

All staff encountered are wearing professional, clean and well-fitted uniforms

All staff encountered are extremely well-groomed

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

Telephone conversation is calm and clear

The guest is always asked permission before being placed on hold

No telephone hold longer than 60 seconds without offering call-back

Staff ends all conversations with “is there anything else I may assist you with?”

Follow-up service or call-backs are timely and accurate

All written correspondence is professionally presented to the guest, including electronic correspondence

Guests are politely greeted curbside within 30 seconds of arriving

Where applicable, valet service and luggage assistance is offered immediately

Vehicle is valet parked within 5 minutes of guests arrival, unless otherwise directed by the guest or hotel management

Luggage service is seamless, and the guest does not need to prompt for luggage at any time

Luggage service is secure and does not require the guest to identify their luggage

The guest is directed to the appropriate check in area

Luggage arrives within 15 minutes of check in completion

Staff arrive within 8 minutes of departure assistance request; or within 5 minutes of pre-arranged luggage pick-up time

Luggage is accurately tagged and securely stored, and does not require the guest to identify or prompt for luggage at any time

Vehicle is delivered within 10 minutes of being requested

Staff confirms the guest has all of their luggage in the vehicle before offering a final farewell

Time from being greeted at reception until check in is complete does not exceed 5 minutes

Hotel Orientation is discreet and helpful, consisting of only relevant and important facts that do not overwhelm the guest

Special requests made prior to arrival are confirmed during check in

All details of the reservation are accurate; departure date is confirmed during check in newspaper options and <br>check out time are mentioned and updated as required

The check out includes a polite guest greeting, an inquiry about their stay and confirmation all belongings have been collected

The final folio is discussed or presented to the guest prior to processing (offer printed copy when there are 4+ different types of charges on account)

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

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

The guest is asked if they would like their Tax Invoice e-mailed. If they request a printed copy, ask if they would like the invoice in an envelope

Time spent settling the folio does not exceed 5 minutes

The guest is asked if they require assistance with their luggage and transport

All fitness equipment is clean and in excellent working order

The overall appearance of the fitness facility is clean and well-maintained

The overall appearances of the locker/restroom areas are organised, clean and well-maintained

The water station is tidy and stocked with clean cups

Towels are conveniently available to all guests in the pool and gymnasium

Beverage and/or food preparation and presentation is of a high quality

All charges are accurate and the guest is specifically thanked when settling the final account

Staff exhibits exceptional local knowledge

When asked about restaurant recommendations, staff provides an appropriate choice of options and describes cuisine and atmosphere

When asked about local activities and attractions, staff provides an appropriate choice of options

When appropriate, staff effectively provides directions and transportation options

Staff can produce brochures, maps, promotional flyers or local restaurant menus to help the guest make decisions

All reservations made by staff are professionally presented to the guest, including electronic correspondence

The service provided by the staff fully and accurately meets the guest’s needs

Comments or Notes