Information

  • Site conducted

  • Audit Title

  • Conducted on

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  • Prepared by

  • Location

Full Forbes Audit

  • What Departments are you evaluating?

In Room Dining

  • Telephone conversation is calm and clear

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

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

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

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

  • Staff readily smiles and maintains an engaging expression

  • Staff makes eye contact and keeps focus on the guest

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

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

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

  • 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.

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

  • Staff closes interactions with polite, appropriate remarks

  • 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

  • Staff does not decline any request without offering appropriate alternatives

  • Menu provides an appealing and interesting variety

  • Ordertaker can helpfully discuss details of foods and beverages

  • If digital ordering technology is available, the process is intuitive and convenient

  • Estimated delivery time is quoted and order is received within five minutes of that time, not earlier or later (State exactly how long this took)

  • Lunch and dinner are served within 30 minutes in hotels and within 40 minutes in resorts; breakfast is served within 25 minutes in hotels and within 30 minutes in resorts

  • Staff conveniently sets the table so the meal is ready to begin

  • Beverages are opened and poured in the room

  • Wine by the glass is presented in a bottle and poured in the room

  • Chair(s) is brought to the table and the seating arrangement is fully comfortable

  • Plastic wrappings and plate covers do not remain on any dishes

  • A flower or other centerpiece item is provided

  • Food presentation is precise and carefully plated

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

  • Foods and beverages are fresh and use high quality ingredients

  • Foods are flavorful and well-seasoned/balanced

  • Portions are generous and appropriate

  • Cooking is executed properly and as requested

  • All ordered items are accurately served

  • Condiments are elegantly presented

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

  • Coffee and tea service is presented in a refined manner

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

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

  • Glassware, china, cutlery and serving pieces are in excellent condition, completely clean and hygienic in appearance

  • Serviceware is of excellent quality and cohesive in appearance

  • All proper cutlery is provided

  • Removal of soiled dishes occurs within 10 minutes at a hotel and 15 minutes at a resort, or within five minutes of pre-arranged time (State exactly how long this took)

  • The service is handled without excessive delays or interruptions

Bar/Lounge

  • Staff acknowledges the guest when reasonably possible. Once seated, the guest is greeted within one minute

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

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

  • Staff readily smiles and maintains an engaging expression

  • Staff makes eye contact and keeps focus on the guest

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

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

  • Staff can helpfully discuss details of beverages and bar offerings, including varieties of liquors, beers and wines available

  • 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.

  • When known, the guest's name is used naturally as a signal of recognition

  • Staff closes interactions with polite, appropriate remarks

  • 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

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

  • Staff does not decline any request without offering appropriate alternatives

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

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

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

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

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

  • Beverages have a distinctive presentation

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

  • Beverages are served at appropriate temperatures

  • Beverage pours/portions are generous and appropriate

  • Mixed drinks and cocktails have a well-balanced/normal flavor, are appropriately garnished and all beverages are prepared precisely as specified by the guest

  • All iced beverages are served with the appropriate style of ice

  • Staff attentively maintains tabletop/bar counter area

  • Beverage menu is in pristine condition, free of any damage

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

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

  • The menu includes an exceptional specialty offering

  • If provided, beverage menu features a selection of non-alcoholic beverage options

  • A variety of snacks are freshly presented with the drinks

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

  • If snacks are served, napkins are provided

  • If provided, napkins are made of linen or cotton

  • All drinks are served on linen or other distinctive coasters

  • Glassware, china, cutlery and serving pieces are in excellent condition and completely clean and hygienic in appearance

  • The guests seating area is clean and in excellent condition

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

  • The lounge environment is very comfortable, including appropriate temperature, and the air is fresh. If groups of guests are present, it is possible to select a table and/or bar space away from others

  • If background music is provided, it is in a style appropriate to the lounge atmosphere, and volume and sound quality of music is comfortable; if live entertainment is provided, it is professional/polished in execution

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

  • Bills are conveniently and discreetly presented and collected and accurately prepared

Hotel Dining

  • Staff acknowledges the guest when appropriate and reasonably possible

  • If waiting is required, an estimated wait time is quoted and honored within five minutes

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

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

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

  • Staff readily smiles and maintains an engaging expression

  • Staff makes eye contact and keeps focus on the guest

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

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

  • 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

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

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

  • Interactions are closed with polite, appropriate remarks

  • 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

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

  • Staff does not decline any request without offering appropriate alternatives

  • The guest is greeted immediately within one minute at restaurant entry, escorted to table and provided with chair assistance

  • The table is greeted within one minute and appropriate beverages are offered

  • Coffee and tea service is presented in a refined manner

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

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

  • Server can helpfully discuss details of menu items

  • Staff can helpfully discuss beverage offerings

  • After ordering, cold breakfasts are served within seven minutes and hot breakfasts within 10 minutes, unless advised otherwise by server ( State exactly how long this took)<br>

  • If 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

  • Menu presented is in pristine condition, free of stains and water spots and not damaged

  • Breakfast includes a choice of juices, at least two of which are fresh or distinctive

  • Breakfast includes many ripe fresh fruits and a variety of excellent freshly baked breakfast breads

  • Menu offers items for guests seeking nutritionally focused dishes

  • Menu provides an exceptional and interesting variety

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

  • Foods and beverages are fresh and use high quality ingredients

  • Foods are flavorful and well-seasoned/balanced

  • Portions are generous and appropriate

  • Food presentation is precise and carefully plated

  • Cooking is done properly and as requested

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

  • Condiments are elegantly presented

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

  • 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

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

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

  • When applicable, buffet offers an appropriate and thoughtful selection of international dishes

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

  • All staff encountered at the buffet are polite, helpful and professional

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

  • Table is in excellent condition and completely clean

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

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

  • Glassware, china, cutlery and serving pieces are in excellent condition, completely clean and hygienic in appearance

  • Glassware, china and cutlery are of excellent quality and fully coordinated

  • All proper cutlery is provided

  • Removal of soiled dishes is convenient

  • The presentation of the bill is prompt

  • The bill is accurate

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

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

  • The dining table and seating is comfortable, with ample room on table to read or work

  • When appropriate it is possible to have a complete hot breakfast in 30 minutes

  • The service is handled without excessive delays or interruptions

Public Areas

  • Telephone conversations are calm and clear

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

  • Did the property’s food and beverage experiences stand out in any way?

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

  • Staff acknowledges the guest when appropriate and reasonably possible

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

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

  • Staff readily smiles and maintains an engaging expression

  • Did the property’s food and beverage experiences stand out in any way?

  • Staff makes eye contact and keeps focus on the guest

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

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

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

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

  • Did the property’s food and beverage experiences stand out in any way?

  • If known, the guest's name is used naturally as a signal of recognition

  • Staff closes interactions with a polite, appropriate remark

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

  • All staff encountered are extremely well-groomed

  • Staff does not decline any request without offering appropriate alternatives

  • All services are handled without excessive delays

  • All digital communication is professional in execution and content display

  • 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

  • Staff uniforms are exceptional in design and style

  • All desks in public view are presentable and approachable, clean and in excellent condition

  • When approaching and/or entering the property, there is a strong sense of arrival in terms of design and/or notable elements

  • In the public space of the hotel, there are elements that combine to create this property's unique sense of place

  • The architectural and design style of the public areas is notable in quality, interest and/or execution

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

  • All connected public areas are true to the thematic elements. There are no unintentional mismatching styles of furnishings or indication that remodeling was not thorough or done in cycles

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

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

  • The interior public areas are clean and in excellent condition

  • The exterior public areas are clean and in excellent condition

Guest Room

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

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

  • The guest room is well-soundproofed

  • The hotel collateral in the room is elegant or distinctive in a way that is notable

  • The room includes at least one high quality publication, such as exclusive magazines, hardcover books, etc.

  • Printed products, such as stationery, postcards, envelopes, notepad paper or pens, are available; they are elegant and of high quality

  • Printed collateral and reading material are in excellent condition

  • All collateral is accurate and magazines are current

  • The bed is comfortable, clean and in excellent condition

  • The linens and pillows are of exceptional quality and style

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

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

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

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

  • The lighting in the bedroom is comfortable for the guest to complete all necessary/daily tasks, such as reading, dressing, dining, etc.

  • The bedroom is exceptionally clean

  • The bedroom is extremely well-maintained

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

  • The room is supplied with a variety of high quality amenities and/or technology appropriate to the destination

  • All useful items are clean and in excellent condition

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

  • Electronic outlets are located in convenient locations for the guest

  • Clocks display the time of day within two minutes of the time confirmed by the global time clock and prior alarms are cleared

  • The requested newspaper is accurately delivered and presented in a thoughtful manner

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

  • Exceptional attention to the interior design is evident, which may include interesting or notable pieces of artwork, excellent fabrics/upholstery on furniture, high quality window treatments, etc.

  • 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

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

  • A notable variety of bathroom amenities is provided

  • The bathroom amenities are exceptionally luxurious

  • Robes, slippers and towels are automatically provided and are of extremely high quality

  • Robes, slippers and towels are all in excellent condition

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

  • The bathroom presentation and placement of amenities and linens is thoughtful and careful, as well as elegant

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

  • The bathroom is exceptionally clean

  • The bathroom is extremely well-maintained

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

  • If provided, the mini bar program is notable in execution and/or variety of items stocked

  • The guest is exceptionally comfortable in this room

Housekeeping Turndown Service

  • Turndown is provided automatically

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

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

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

  • During evening service, bedding is neatly prepared

  • 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

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

  • During evening service, all printed products, including newspapers, magazines and hotel collateral are straightened. The wastebaskets are emptied

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

  • If depleted, during evening service, amenities are plentifully supplied

  • During evening service, the guest's toiletries are neatly arranged. They are displayed on a liner or shelf

  • During evening service, towels and robes are automatically replaced, unless the guest chooses to participate in an environmental preference program. All replaced linens are neatly displayed and in excellent condition.

  • During evening service, towels and robes are automatically replaced, unless the guest chooses to participate in an environmental preference program. All replaced linens are neatly displayed and in excellent condition.

  • Evening service includes a noteworthy or thoughtful element

  • If a housekeeping turndown attendant is encountered, they are very polite, well-groomed and professional

Housekeeping Daily Service

  • Debris was thoroughly removed from all areas of bedroom and bathroom floors/carpets

  • All bathroom fixtures are thoroughly cleaned

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

  • All used bathroom linens and robes are removed and neatly replaced

  • All fresh bathroom linens are clean and in excellent condition

  • Toiletries and cosmetics are neatly arranged

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

  • Small appliances provided by the hotel have their cords (i.e. hairdryer, iron, etc.) neatly coiled and appliances are tidily arranged in the vicinity of where they were originally found on arrival

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

  • Any soap or bathroom amenity that is more than half depleted has a fresh product added

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

  • Following daily service, all bed linens are completely clean and in exceptional condition

  • The bed is tightly and attractively remade

  • If an obvious environmental preference program is in place for linens and towels, the guest's requests are honored

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

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

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

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

  • Items consumed from the minibar are replaced at some point during the day

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

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

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

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

  • Personal guest belongings, other than clothing or toiletries (i.e. electronic chargers, books, reading glasses), are handled in a noteworthy manner

  • Magazines and newspapers are neatly compiled and arranged

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

  • TVs are turned off and furniture throughout the room is neatly straightened; closet and cupboard doors are closed

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

  • Depleted complimentary amenities are replenished such as note pads, pens and laundry kits

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

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

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

  • Depleted notepads, pens and bathroom tissues are fully restocked

  • If a room attendant, minibar attendant or technician is encountered, they are very polite, well-groomed and professional

  • Good security precautions are taken when staff is servicing rooms

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

Guest Service Request

  • Telephone conversation is calm and clear

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

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

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

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

  • Staff readily smiles and maintains an engaging expression

  • Staff makes eye contact and keeps focus on the guest

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

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

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

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

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

  • All interactions are closed politely and appropriately

  • 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

  • Staff does not decline any request without offering appropriate alternatives

  • Staff arrives to the room within 10 minutes unless advised otherwise (State exactly how long this took)<br>

  • Requested items delivered to the room are elegantly presented

  • Both same-day and express laundry/dry cleaning service are available on weekdays

  • One-hour pressing at hotels or two-hour pressing at resorts is available on weekdays

  • Folded items are returned with luxurious presentation

  • Hanging items are neatly returned, with non-slip inserts for trousers

  • The service or resolution provided by the staff meets the guest's needs and expectations

  • The service is handled without excessive delays or interruptions

Fitness Facility

  • Attendants actively circulate the fitness center at least every 20 minutes, making themselves readily available

  • Staff in the fitness center is professional and courteous

  • Restrooms are conveniently located in or near the fitness center

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

  • All fitness equipment is clean and in excellent working order

  • Equipment is of a high quality, professional grade

  • A variety of different kinds of cardio machines is provided

  • A full set of free weights are provided and presented in an orderly manner

  • At least one piece of strength-training or circuit-training equipment and low-impact equipment are available

  • The fitness room and equipment are arranged in a convenient and spacious manner

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

  • Personal headsets are available to all guests

  • If available, headphones have fresh and hygienic earpieces

  • Individual and properly operable televisions are available at appropriate cardio pieces, and are easy for guests to control while working out

  • Bottled water or water station with fresh, clean cups is available within the fitness center

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

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

  • Chilled towels are presented in the fitness area

  • All amenities are thoughtfully presented on or in distinctive high quality serviceware

  • Towels are disposed of discreetly

  • Fitness classes or personal training is available

  • The facility provides a fresh and comfortable workout environment

  • The fitness facility provides special elements which elevate the guest's workout experience

Guest Service

  • Telephone conversation is calm and clear

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

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

  • Staff acknowledges the guest when appropriate and reasonably possible

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

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

  • Staff readily smiles and maintains an engaging expression

  • Staff makes eye contact and keeps focus on the guest

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

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

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

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

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

  • Staff closes interactions with a polite, appropriate remark

  • 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

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

  • When asked about restaurant recommendations, staff provides an appropriate choice of options and describes cuisine and atmosphere (did the concierge mention Parallel 37 or Lobby Lounge)

  • When asked about local activities and attractions, staff provides an appropriate choice<br>of options.

  • Staff exhibits exceptional local knowledge

  • When appropriate, staff effectively provides directions and transportation options

  • Staff can produce brochures, maps, publications, playbills or local restaurant menus to help the guest make decisions

  • All non-digital collateral is professionally presented

  • Staff does not decline any request without offering appropriate alternatives

  • The service or resolution proposed by the staff fully and accurately meets the guest's needs

  • The service is handled without excessive delays or interruptions

Departure Service

  • Telephone conversation is calm and clear

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

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

  • Staff acknowledges the guest when appropriate and reasonably possible

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

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

  • Staff readily smiles and maintains an engaging expression

  • Staff makes eye contact and keeps focus on the guest

  • 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 obtain effective and prompt assistance.

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

  • Staff closes interactions with polite, appropriate remarks

  • 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

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

  • Staff does not decline any request without offering appropriate alternatives

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

  • Time spent settling the folio does not exceed five minutes (State how long settling the folio took) <br>

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

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

  • Staff proactively offers transportation assistance, not waiting for the guest to exit the hotel and seek transport

  • If expedited check out is offered, the process is seamless and convenient

  • The final folio is offered to guest for review prior to processing

  • The final folio is automatically and neatly placed in a folder or envelope , or delivered via email in accordance with the guest's preference. If an emailed folio is requested, it must be delivered within one hour.

  • The final folio is accurate and easy to read

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

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

  • Did the departure process, staff or level of thoughtfulness stand out in any way?

  • The service is handled without excessive delays or interruptions

Arrival Service

  • Staff acknowledges the guest when appropriate and reasonably possible

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

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

  • Staff readily smiles and maintains an engaging expression

  • Staff makes eye contact and keeps focus on the guest

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

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

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

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

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

  • Staff closes interactions with polite, appropriate remarks

  • 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

  • Staff does not decline any request without offering appropriate alternatives

  • Guests are politely greeted curbside within 30 seconds of arriving

  • State exactly how long this took <br>

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

  • Luggage assistance is immediate at curbside and offered by the staff

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

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

  • State exactly how long the registration process took <br>

  • Special requests or bookings made prior to arrival are confirmed during registration or upon entering guest room

  • Availability of a complimentary print and/or digital newspaper service is made known during arrival

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

  • The guest is offered an escort to their room

  • 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

  • Luggage is stored conveniently

  • Luggage arrives within 10 minutes of registration completion

Reservation Sevice

  • Telephone conversation is calm and clear

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

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

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

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

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

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

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

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

  • Reservationist specifically thanks the guest for booking and closes the interaction with polite and appropriate remark

  • The guest is offered a choice of room rates and types when available and/or appropriate and staff can readily describe the various physical elements in the guest room

  • Reservationist can describe the hotel facilities with clarity

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

  • Reservationist conveys enthusiasm

  • Reservationist clearly explains deposit and cancellation policies and any penalty charges

  • Reservationist offers hotel services, such as transportation service, dinner or spa reservations

  • Details of the booking are repeated for confirmation and confirmation number is given

  • What is confirmation Number?

  • Confirmation is offered and is received within 24 hours of the call

  • Confirmation is personalized, professional and accurate; it accurately represents the property and/or brand

  • The guest is confident that the reservationist understands their personal requirements, and they look forward to their visit with positive anticipation

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

  • The hotel's booking engine and/or mobile application is available, easy to navigate and complete a reservation

  • The service is handled without excessive delays or interruptions

Digital Communications

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

  • An online hotel booking engine or mobile application is available; it is easy to complete a reservation

  • Automatically generated email communications, such as confirmation emails, are professional and personalized

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

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

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

  • Text message responses are instantaneous or within the promised timeframe

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

  • All service automation implements function seamlessly and as expected

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.