ENG-IC-BR-R2

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CH 1 - RESERVATIONS

Hotel accepts reservations 24 hours a day, either through the property mainline or a reservations center.
Operator answers incoming calls within three rings, or 30 seconds, with a warm and sincere greeting, always identifying the department name (external calls).
An apology is extended if the call is not answered within, or is on hold for longer than, 30 seconds
Operator asks for permission before placing the call on hold and thanks the guest before doing so.
Corporate background music plays when the call is on hold, and the sound level is optimal.
Reservationist is warm, friendly, and considerate throughout the call.
Reservationist speaks adequate English (does not use slang such as lady, madam, my friend, etc.) and speaks the local language fluently.
Reservationist thanks the guest for his/her preference.
Reservationist introduces him/herself by name. "My name is Manuel", etc.
Reservationist addresses the caller by name appropriately (at least 3 times) throughout the call (Recommended: when asking for the caller's name, when confirming the name, and before ending the call). Reservationist also confirms name spelling using the aeronautical alphabet or any substitute words (Alpha, Bravo, Charlie, etc).
There are no background noise/distractions.
"Reservationist asks if the guest has previously stayed at the property.
-If the answer is no: the reservationist proves an enticing introduction to the property and the destination, such as number of rooms, the concept of Unlimited Luxury (no wristbands, taxes, and tips included, and no restaurants reservations, except for wine cellar rooms and Teppanyaki shows), the non-smoking policy, and cross-selling. -If the answer is yes: the reservationist thanks the guest and adds “It will be our pleasure to welcome you home again.”"
(If applicable) CCV: If the guest requested it, provide the information available on the applicable protocols or their location for consultation (e.g. social networks, brand website.).

RESERVATIONIST COLLECTS REGISTRATION DATA

Arrival/Departure date
Number of rooms/number of guests.
Reservationist inquires about the purpose of the visit (special occasions such as anniversary, birthday, or honeymoon).
Reservationist anticipates the caller's needs or offers a personalized recommendation (shows genuine interest). Also asks for food restrictions or special requirements to be considered during the stay.
Reservationist proactively provides rate information and room availability, mentions at least 2 room types, inquires about guest preferences (e.g. bed, view, location), and attempts upselling.
Reservationist explains what is included in the rate, such as room, entertainment, meals, and beverages.
Reservationist explains that wine bottles, spa and laundry services, and excursions have an additional cost.
Prior to arrival guests can purchase packages, at additional cost, to enhance their stay with fun and functional items in vertical booking. Example: Sun lovers breathless + beauty for tomorrow facial + massage & cryotherapy
Reservationist offers hotel rates based on the number of adults per room (e.g. double vs. triple occupancy), highlighting that rates are set per person.
Reservationist demonstrates knowledge of the facility, including hours of operation for Spa, restaurants, special events, etc. Also mentions the restaurant's dress code.
Reservationist checks availability and immediately offers alternative dates if requested dates are unavailable, attempts cross-selling at other Inclusive Collection properties within the same destination and characteristics.
Reservationist confirms the reservation with the following phrase: “May I make the booking for you?”.
Reservationist mentions the web page (www.breathlessresorts.com) ) to consult the privacy data policy, before asking for any information.

GUEST INFORMATION IS COLLECTED

First and last name.
Phone number
Email address
Reservationist collects flight information if available—Airline name and scheduled arrival/departure.
If flight information is available, the reservationist explains that transportation is not included. However, if the guest wishes to book transportation, Amstar, or the designated company in the destination is offered.
Cancellation policies are explained.
Check-in and check-out policies are explained, also mentioning that we will do our best to have the rooms ready as soon as possible in the given case that the guest arrives early.

RESERVATIONIST REVIEWS REQUEST:

Arrival and departure dates
Number of rooms & guests,
Room category(s)
Correct spelling of email address, using the aviation alphabet or substitute words (Alfa, Bravo, Charlie, etc.) for the confirmation letter.
Phone number
Reservationist exhibits a sincere desire to meet the guest's needs.
Reservationist provides the confirmation number by email.
Reservationist is efficient yet unhurried and sensitive "to the manner of the guest"
Reservationist sincerely thanks the guest for calling, addressing him/her by name, and wishing for safe travel. Also adds a “we look forward to welcoming you” message. Before ending the call, the reservationist asks if any further assistance is required. "Is there anything else I can do for you?"
Before ending the call, the reservationist reminds the guest of his/her name in case further assistance is needed in the future, and closes with a warm goodbye.
Follow-up confirmation given via email within 24 hours of the reservation request; all the information contained within the email is correct and the logo of the hotel is visible.

CONFIRMATION LETTER:

Cancellation policies are explained.
Information on data protection policies is included.
Information on smoke-free rooms (if applicable) and restaurant dress codes is included.
"Confirmation letter includes links to social media and related services, and the links work appropriately.

GENERAL

The guest perceived a good service.
The staff shows competence levels and refinement.
Emotional connection: The guest felt very special, the treatment was highly personalized and there is evidence of empowerment.

CH 2 - TRANSPORTATION SERVICES

Guest receives Transportation Confirmation Letter in accordance with the VIP Program Regulations.
Hotel transfer cars are clean and in good condition, interior and exterior, odor-free
The driver greets guests / groups with a smile and clear signage upon arrival at the airport or waiting point, within the indicated time.
In the case of outgoing guests or groups, they will be received by the driver or another hotel employee in the lobby at the indicated time.
Driver is appropriately presented with uniform and name tag
Staff is polite and positive in demeanor and remarks
Introduces himself using his name and pointing to the badge with an open hand, indicating that he will be responsible for making the transfer to his destination.
Staff uses the guest’s name as appropriate
Driver offers assistance with luggage
Driver offers assistance with car doors, beginning with ladies first
Offer guests some of the available amenities (soda, bottled water, cool towels, etc)
Guests are offered reading materials (recently published magazines, tourism information) and offered WiFi service, giving information about how connect.
Driver inquires about comfort of temperature or air conditioning
Driver inquires about music volume, the music is according to the corporate standard.
Driver advises the estimated time of arrival
Staff drives responsibly and comfortably
Upon arrival at your destination, mention Mr. Sres <Guest's last name> we have arrived at <Destiny> Welcome home. When descending, guests must make sure that they do not forget their belongings.

TRANSPORTATION SERVICES - DEPARTURE

In hotels with Concierge service in flats, villas or Butlers, departure information is confirmed one day before.
Confirm time for Bag Pull and pick up in the motor lobby
Do the Bag Pull and confirm the check out time or pick up at the motor lobby.
Guests or groups are appropriately greeted by another hotel staff at the motor lobby at the setted time.
The Staff says goodbye in a warm and sincere way, wishing you a good stay or a good trip as applicable. Thanking you for your visit.
Driver offers guests umbrellas as necessary.This is in optimal condition.
Driver engages the guests as individuals and is knowledgeable about the hotel and the area
Staff speaks English clearly and adequately, speaks formal English (and does not use slangs, for example: lady, madam, my friend) and the local language fluently and clearly.
Driver offers a warm and sincere farewell wishing you a good stay or a good trip as applicable. Thanking you for your visit.
The guest can feels being well served
The staff shows competence levels and refinement.
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of empowerment levels

CH 3 - SENSE OF ARRIVAL

Sense of arrival" is perceived.
It is recommended that the location of the lobby staff face the arrival of guests, so that everyone can establish eye contact. The staff always maintains a correct and professional posture.
CCV: From arrival, correct use of presentation and uniformity standards is appreciated.
The property's facilities display a bright, polished and fully visible logo at the entrance, made of the highest quality materials and in perfect condition, with sufficient lighting to be visible at night or in any type of weather.
Basics: There are aesthetic and high quality security gates at the entrance of the hotel (no feathers), of the two leaves one is closed and one is open during the day. (They can be closed and only open when necessary.) They are always closed at night.
ACT: Guests receive signature drink according to their room category: sparkling wine with lavender essence for RHO + fruit caviar for Xhale
If guests arrive after lobby bar closing time, a minimum of one bottle of water is offered at the front desk.
All guests arriving at check-in, regardless of time, will receive a wet towel with a touch of aromatherapy. After 11:00pm, an inventory will be kept in a refrigerator in the reception area or with the express concierge. Breathless Aroma: EUCALYPTUS
Act: Apples and complimentary Signature welcome cookie with storytelling according to the Brand or Resort concept is offered
Apples and chocolate chip cookies should be covered hygienically and aesthetically. Not outdoors to avoid handling and contamination.
Throughout the day, an atmosphere created by adequate lighting choices and warm light is perceived at the arrival point and in the lobby; no blown bulbs.
Throughout the day, an atmosphere created through music, recorded or live, at an appropriate volume, and clean (non-explicit) lyrics, minimum from 7 am to 11 pm, is perceived at the arrival point and lobby. Night and day are marked by the volume of the music, which varies during the day to create different atmospheres.
ACT: There is a space to perform an arrival ritual to mark the change of state of mind of the guests in holiday mode. Example: ringing a bell.
Throughout the day the lobby is scented with "Aroma Breathless" composed of eucalyptus and tangerine notes (at least from 7 am to 11 pm).
At night, there is an artistic and romantic array of candles/warm lighting in keeping with the architecture and décor of the venue displayed throughout the lobby. Recommended for other brands when the operation allows. - 5D
There are natural flowers or greenery in the lobby, from luxurious and tropical to simpler arrangements in keeping with the hotel's brand and architecture.
Staff podiums and desks are attractive, clean and well maintained.
Luggage carts are of good quality, polished, clean and free of debris.
Walls and ceilings are of high quality and in good condition.
There is ample seating and lounge space in the lobby to create a luxury experience in keeping with the brand.
All the furniture in the lobby is clean and well maintained.
The lobby area maintains a high level of cleanliness and is free of debris or guest service items.
The hotel lobby is luxuriously designed and has an overall fresh look, in keeping with the level of the brand.
The lobby displays photos of the entire executive committee, with their names, nationalities, extension number and the ocean in the background.
Basics: Photos and photo frames (physical or digital) are high quality and professional looking.
Basics: Ice cooler with ice on display in the registration area all day.
All desks and counters have high quality leather armrests, good presentation and engraved snail logo.
The staff shows levels of competence and refinement.
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of empowerment levels

CH 4 - ARRIVAL STANDAR

The Express Concierge and / or receptionists have been informed by the driver or by the security booth to be ready for the arrival of the guests. (Applies for arrivals via hotel or private company transportation: VIP and all individual guests, does not apply for groups).
ACT - Upon the arrival of the guest, the staff performs the courtesy of opening the door immediately. Wear the uniform correctly.
ACT - They are given a cool towel with aromatherapy.
Give a warm welcome to the guest by mentioning the phrase "Welcome Home".
All guests, arriving by car, private transport, or on foot, whether to check-in or return from an excursion, will be greeted with a “Welcome home!”
A scented face cloth is given upon arrival. CCV: PPE must be used during its preparation and delivery with tweezers (According to brand standard).
ACT - CCV: There is disinfectant gel available for the use of the guest/staff in a presentation that is pleasing to the eye and in accordance with the concept of the hotel.
Staff member introduces him/herself, mentioning his/her name.
Staff member confirm the guest’s name
Bell Staff member addresses the guest by name at least 3 times during the interaction.
Staff member unloads the luggage and confirms the number of pieces (within the first 2 minutes of arrival.
Bell Staff member confirms that the luggage is in good condition.
Staff member provides the guest with a luggage tag, containing the guest's name and the number of luggage pieces.
Staff member automatically guides guest to the registration area and escorts him/her making eye contact every 5 steps
If the guest is a VIP or a Preferred Club guest, the concierge express will escort him directly to the Xhale Club Lounge for check-in
Vehicle traffic is appropriately managed by Concierge Express and other staff members, so that the process is smooth and unobstructed
There are objects and prompts on the property for guests to interact with and promote the brand on social media.
Lobby staff members are available to escort guests to an appropriate area, in case there are multiple arrivals (groups or long waiting lines).
Bell attendant anticipates guest’s needs or offers a personalized recommendation.
The collaborator shows interest and a sincere desire to comply with all the requests of the guest.
Staff member is efficient yet unhurried and sensitive to the manner of the guest.
Bell attendant offers a warm and sincere goodbye, wishing the guest a pleasant stay (addressing the guest by name). The staff member reminds the guest of his/her name in case the guest requires further assistance in the future.
The guest perceived a good service.
The staff shows competence levels and refinement.
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of empowerment levels

CH 5 - VALET PARKING

Vehicles in line are recognized by staff and directed appropriately upon arrival.
The staff uses polite and courteous phrasing and body language (they are on stage. They do not hold personal conversations, they communicate with each other discreetly). Always with a smile.
Staff has a neat and professional in appearance, with full uniform and nametag according to the standard, with a professional posture and never turning their back on the guest area.
Staff speaks English clearly and adequately, speaks formal English (and does not use slangs, for example: lady, madam, my friend) and the local language fluently and clearly.
Valet parking is automatic; attendant explains parking procedure Check the condition of the car, making sure to record the information on the ticket that is given to the guest / customer.
Verbal and clear instructions are given how to pick up the vehicle and anticipates asking if they will use it during the day. If so, drawers close to the lobby motor are used.
The staff asks if they want to declare any valuables inside the car.
If the guest / client makes mention of any indication or special need when moving the car, this will be done in the guest's way.
Offer guests some of the available amenities (bottled water, cool towels, etc)
The way to go to the main lobby is indicated. Collaborator walks in front of the guest, makes sure that he follows him, turning every 3 to 5 steps and engages in conversation with him.
The collaborator says goodbye in a warm and sincere way, mentioning that he enjoyed his stay and calling him by his last name.
The valet parking process is efficient and seamless
If the guest loses his car claim ticket, the hotel has a procedure in place to ensure proper security of guest property
Car is brought within the time promised, or 8 minutes unless otherwise advised
Car is returned with seats, radio, windows and personal property in the same position, offers to remove obvious trash as a courtesy. Example: if we find soda cans, snack wrappers without throwing away papers or documents.
A bottle of water is provided to guests upon departure.
Before leaving, the collaborator asks if the guest requires assistance with any address or information, if necessary provides indications using references to facilitate the information to the guest.
Ask before leaving: "May I assist you with anything else?"
Staff provides a warm and sincere closing standing up and wishing good trip and thanking for your visit calling you by your surname.

GENERAL

Staff is polite and positive in demeanor and remarks
The guest can feels being well served
The staff shows competence levels and refinement.
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of empowerment levels

CH 6 - CHECK IN

In the case of closed Lobby, the doors are opened for guests upon arrival or return to the hotel.
Door man or concierge express greets guests daily from 7:00 am to 11:00 pm, using standard phraseology.
Saff available for assistance 24/7.
The guest is greated within the first 30 seconds of their arrival or if they are with another guest, they make eye contact and show a discreet smile with a discrete bow. The welcome greeting is warm and sincere.
Staff stand up when guest presence is detected or approach to the area. (5 D).
Staff is neat and professional in appearance, with full uniform and nametag according to the standard, with a professional posture and never turning their back on the guest area.
Staff have a warm and caring, polite and positive attitude. Offer a personalized service always anticipating the needs of the guest.
CCV: There is gel available for the use of the guest in a presentation that is pleasing to the eye and according to the concept of the hotel at the counter.
Staff speaks English clearly and adequately, speaks formal English (and does not use slangs, for example: lady, madam, my friend) and the local language fluently and clearly.
The receptionist offers guests a warm and sincere greeting welcome.
A genuine willingness and interest in pleasing all guest request.
The receptionist confirms the guest's first and last name, addresses himself using it during the interaction at least 3 times, at the beginning, when providing information and at the end of check-in.
If there is a waiting line, staff must make eye contact with the Guest and shows a discreet smile nodling his head
Group arrivals will have a check-in area separate or private from the main reception desk, with the assistance of at least one room division member assigned to the group.
Check-in process is completed within 5 minutes of starting the interaction with the receptionist ( to the maner of the guest).
It is recommended that when there is a substantial line, e.g. more than 2 parties waiting to check-in, that lobby staff including management attempt to make guests comfortable with a polite conversation
NEW: During peak check-in hours, a WOW (happening) moment is offered.
Registration card is prepared in advance with all of the correct information given at the time of reservation (name, room category, number of guests, arrival/departure dates)
CCV: Disclaimer signed by all guests during the check-in process attached to the registration card.
During the interaction, the receptionist mentions our website (www.breathlessresorts.com) or indicates in the printed document if he wishes to consult the data protection policy, before requesting information.
In case the registration card does not present the email and telephone number or the guest arrives without a reservation, the Receptionist must request a business card or ID of the main guest, or request these data from the guest. The branded/corporate pen is provided for guests to fill out paperwork (5 D).
Staff requests guest’s passport in order to have a copy on file and accommodates the guest as best as possible (e.g., if the guest insists, s/he can return later with his/her passport if it has already been packed away).
Staff requests a credit card to have on file for incidental charges and clearly explains the credit card policy; guests are encouraged but not obligated to leave their credit card if the trip has already been prepaid
Staff efficiently confirms all pertinent guest details (room type or view, departure dates, bed preferences, and/or other preferences).
Staff discreetly attempts to upsell the room or services during check-in, e.g. mentioning Xhale Club or other room categories, mentioning the UVC or coupons, or promoting other services such as romantic dinners, Bali Beds or the spa
Staff provides room number discreetly, never reading the number out loud although staff can indicate the guest’s floor or building if applicable
Staff confirms with the guest whether they have stayed with us in the past or if they have stayed with another hotel in the chain, and according to the disposition of the guest and the knowledge of the hotel, staff can offer them a short or more complete introduction.
The receptionist explains the smoking policy and informs the concept of extra charge for deep cleaning in case of smoking in the room. In case he wants to know the smoking areas, he will deliver a map and give a brief explanation.
Upg: The receptionist offers the QR code on the key holder to download the application and briefly explains its use and benefits.
Upg: The receptionist explains and emphasizes the policy of "no bracelets" or reservations, general hours of restaurants and, at least one other facility or policy (Only what is NOT in the APP). At the end, delivery in the hand of the Guest.
The receptionist explains the illegal drug use policy and presents document for signature.
In case of being a guest under Dog Friendly´s program, the permitted areas are mentioned.
The receptionist explains to the guest the electronic media where to consult the Sunbox and briefly mentions the entertainment options. Emphasizing the advertising of the evening show.
Staff mentions daily turndown service every night , mentions the internal Sunbox TV channel (Hourglass), location of entertainment boards and/or interactive screens.
ACT: Staff verifies that the keys are properly programmed and functioning and are placed inside the key holder and shown to the guest
ACT: Staff places the jey holder and other guest materials into the guest’s hand, and never on the desk/counter
Staff shows a sincere desire to fulfill all guest requests
The receptionist addresses guests individually and has a good knowledge of the hotel and the area, taking advantage of every moment to make personalized suggestions.
Staff is efficient yet unhurried and sensitive to the manner of the guest
The receptionist introduces UVC staff (if applicable) mentioning standard phraseology.
The receptionist introduces the companion / collaborator who will be in charge of taking the luggage and the guest's belongings to the room.
If an escort is unavailable, clear verbal directions are given for navigating to the guestroom; in the case of Xhale Club check-ins, an escort must always be available as this is a more personalized level of services
In case your room is not ready upon arrival, the receptionist provides an estimated check-in time and meets or exceeds the expectation; check-in should not exceed 3:00 pm.
If the room is not ready on arrival, attendant makes an effort to accommodate guests, e.g. inviting guests to have a meal, change their clothes and enjoy the facilities, and/or provides the guest with a beeper or cell phone.
Ask before leaving: "Is there anything else I can do for you?"
Staff provides a warm and sincere closing standing up and wishing you to have a happy stay (5D).
ACT - CCV: The desk is cleaned at least every hour, shift change or before and after each check-in process.
ACT - CCV: There is disinfectant gel available for the use of the guest/collaborator in a presentation that is pleasing to the eye and in accordance with the concept of the hotel.
The guest perceived a good service.
The staff shows competence levels and refinement.
There is evidence in the system that the necessary information, for the preparation of the arrival and creation of experiences (for example request of preferences, care, special celebrations) is transmitted to Reception. (+2).
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of empowerment levels

CH 7 - XHALE CLUB

Access to the Club is controlled and is exclusively for guests with Xhale Club Benefits
ACT: Guests receive signature drink according to their room category: sparkling wine + lavender essence + fruit caviar (for Xhale)
All guests arriving for check-in will receive a welcome drink, sparkling wine or bottled water: Breathless signature drink, sparkling wine or mimosa.
If guests are arriving after the lobby bar has closed guests are at least offered a bottled water at the lobby counter.
All guests arriving for check-in, doesn´t matter the time, will receive a cool and refreshing scented towel. After 11 pm, a stock of cold towels will be stored in a fridger at the front office or concierge express. Aroma Breathless: EUCALYPTUS
All guests arriving for check-in will be offered a chocolate chip cookie, or cookies will be available with an attractive display at the front desk; cookies should be high-quality and good taste.
The front desk must have a bowl or display of red apples with an elegant and atractive presentation, where guests can take them by themselves; it should never be empty.
During the whole day, at the arrival point and lobby, there should sense an atmosphere created by appropriate lighting options and warm light; there should no be burned out bulbs.
The photos of the entire Executive Committee are displayed at the Lobby, with their names, nationality, extension number and with the ocean in the background.
Photos and photo frames (printed or digital) has high-quality and professional-looking.
There are concierge and reception staff in the Xhale Club lobby daily from 7:00 a.m. to 11:00 p.m. (in low season or special cases, one person can fulfill both of the roles). 24 Hrs for 5 Diamond Hotels.
Continental breakfast available by the the morning, including at least 2 natural juices, a variety of breads or cakes, fruits and hot or cold dishes, with service hours from 7:00 a.m. to 10:00 a.m. minimum.
Appetizers and desserts during lunch time from 12:00 to 3:00 p.m. However, the service hours may be extended.
Appetizers and desserts during tea time from 5:00 p.m. to 7:00 p.m. However, the service hours may be extended.
Food options for all three courses include a healthy, vegetarian or gluten-free preference.
All Xhale Clubs offer at least 10 exclusive food options (quantity may vary, but not superior quality or variety).
All food and beverages are well presented. They are refrigerated or on hot plates to preserve their temperature.
Food and drinks are visibly organized and well displayed.
All food and beverages are quickly replenished.
All food and drinks are properly labeled: English precedes the local language (Spanish), and is spelled correctly and grammatically correct. Labels are required for all foods without easy identification, e.g. cooked foods or exotic fruits, but not necessarily for packaged foods such as cereal boxes or packaged yogurts, or otherwise already recognizable.
There is a wide selection of alcoholic and non-alcoholic beverages available, including Premium spirits; all Xhale Clubs offer at least 10 ultra-premium alcoholic beverage options that are not available in the other bars.
There is a great variety of Premium teas properly presented in individual portions in a box of high quality and luxury design (or other elegant arrangement).
There is regular and decaf coffee available.
There is an espresso and / or cappuccino machine available; (operated by Club Xhale staff or in the guest sight for its use when required). These machines must be automatic and easy to operate.
There is a great variety of board games made of high quality materials and refined tastes in its looking, they are always in sight and easily accessible for guests; either there is a menu of the variety of games properly printed and easy to locate, with games such as: Chess, Checkers, Jenga, Backgammon, Dominoes, etc. There is at least one game or menu of games per table, and a minimum of 5 games always available.
"During the whole day, at the Xhale Club, there should sense an atmosphere created by lounge music previously approved by Entertainment, live or recorded, with an adequate volume and clean lyrics (not explicit). At least from 7:00 a.m. until 11:00 p.m. Night and Day are differed by the volume of the music, which varies during the day to create different atmospheres.
There is a wide variety of reading material, including daily news, magazines and abandoned books (in English, Spanish and other languages that are available), and are in good condition,(It can be physical or Press Reader available through Tablet).
There is at least one flat screen television according to the current technology standard, proportional to the size of the Xhale Club, for the enjoyment of the guests (in the case of Secrets, make sure that this television, like those in public areas, does not showcases the Playboy channel).
The Club must have free, high-speed Wi-Fi, at least 2 computers available for guests in the Club, the capability of printing documents and chargers for electronic devices.
There is a Business Center / area designated for this purpose with advanced technology, with at least 2 computers and 1 printer, electronic charging system and ease of access for coffee, tea, and snacks.
There is ample seating and lounge space to create a luxury experience in keeping with the brand. All furniture in the lounge is clean and well maintained, cushions free of stains, well appointed and with no visible closure.
La zona del lounge mantiene un alto nivel de limpieza y se encuentra libre de residuos o artículos de servicio para huéspedes.
Continental breakfast available in the morning, including at least 2 fresh juices, a variety of breads or pastries, fruits and hot or cold dishes, with service from 7am to 10am, minimum.
The hard surface floors have high quality carpeting in the seating area to create a luxurious experience according with the brand. They are clean, free of stains and well arranged.
If there is an area for smokers, it has official signage (according to current legislation in the country) and the facilities are adequate, comfortable, clean and there is an ashtray available.

XHALE CLUB SERVICE

The Collaborator stands up when he detects the presence or approach of a guest to the area.
Staff is neat and professional in appearance, with full uniform and nametag according to the standard, with a professional posture and never turning their back on the guest area.
The guest is addressed within the first 30 seconds of their arrival or if they are with another guest, make eye contact with the guest and show a discreet smile by nodding the head. The welcome greeting is warm and sincere.
The collaborator addresses the guest by his surname appropriately (at least 3 times) during the interaction, it is recommended when welcoming, during the interaction and the third time at the end of the service.
The collaborator addresses the guests individually and has a good knowledge of the hotel and the area, taking advantage of every moment to make personalized suggestions.
There are waiters and staff services from 7:00 a.m. to 11:00 p.m.
The guest perceived a good service.
The collaborator shows a good level of competence and refinement.
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of empowerment.

CH 8 - CHECK OUT

If there is a waiting line, makes eye contact with the customer and show a discreet smile by nodding the head.
Staff stands up when notices the presence or approach of a guest to the area. (5D)
If there is a waiting line, the Concierge Express or employees of Rooms Division will streamline the checkout process by confirming wether the guests requires help with their luggage or tansportation services.
The guest is addressed within the first 30 seconds of their arrival.
Complete check out takes no more than 5 minutes from the time of interaction with the receptionist. If guests asks questions and/or extends their reservation it must always be at guests request.
The receptionist greets the guest smiling with a warm and sincere greeting establishing eye contact. Recognizes guest appropriately.
The receptionist requests the room key and confirms the guest's first / last name; The guest is addressed by his surname appropriately, at least 3 times during the interaction (It is suggested when welcoming, while confirming some information and when saying goodbye and personalize the service).
The receptionist asks the guest if their stay was pleasant."How was your stay at our hotel?"
Offers a personalized service always anticipating the needs of the guest.
The receptionist confirms with the guest that they have checked their safety box before leaving the room.
"Receptionist is empathetic, friendly and helpful with the guest, always providing a smile. He shows no sense of rush. (to the manner of the guest). The receptionist shows a sincere desire to comply with the guests request.
Inform the guest that in the following days they will receive a HySat Medallia form in their email, highlighting the importance of their opinion.
The receptionist checks the invoice is correct - and the miscellaneous expenses in case of having them (e.g. spa, laundry or other services).
The receptionist provides a copy of the bill or invoice in the guest's hand.
The copy of the invoice is printed legibly, attractively, in the local language and in English.
The receptionist confirms the desired payment method and fulfills the transaction quickly and efficiently.
Receptionist expresses a sincere gratitude for staying at the Hotel.
Receptionist sincerely encourages the guest to return.
The receptionist carries out their work efficiently, without haste and sensitive to the manner of the guest.
The receptionist offers help with luggage.
The receptionist checks if the guest will return to the room to make sure the key will still work.
Baggage service is efficient and automatically taken from room to curb, with a targeted luggage pick-up time within 15 minutes of placed call, Or the guest is informed if pick-up will take longer than 15 minutes.
The receptionist offers help with outbound transportation, or confirms transportation in case it has been booked in advance. In hotels or destinations where the majority of people use the services of a tour operator for their entire itinerary (flights, stays, and transfers), it may be enough to confirm the name of the tour operator and the meeting point, or offer a local taxi service if necessary.
Offer a warm and sincere closing by calling the guest by their last name; "Mr *Surname* Thank you for staying at <Hotel>"
There is additional evidence of personalized service (eg, speaking to the guest by their last name, confirming preferences, casual chat about their stay, etc.).
Ask before saying goodbye: "Can I do something else for you?" "May I assist you with anything else?" or "Is there anything else I may assist you? Or "Is there anything else I can do for you?"
ACT: A playlist of songs that capture the ambience and essence of the Breathless experience is promoted to guests checking out so they can listen to it on their return journey or from home.
ACT: DEPARTURE GIFT: Locally-inspired snacks are offered to check-out guests to take away.
Use a pen with Brand Logo to fill any form of documentation.
The receptionist provides a check-out ticket and instructions upon departure.
CCV: The desk is cleaned at least every hour, shift change or before and after each check out process
CCV: There is disinfectant gel available for the use of the guest/collaborator in a presentation that is pleasing to the eye and according to the concept of the hotel at each counter.
Employees have a professional image with a badge and full uniform according to the standard, with a professional posture and never turning their back on the guest area.
Staff speaks English fluently and uses formal English accordingly (does not use slang, such as lady, madam, my friend, family, etc) and is able to speak the local language as well.
The guest perceived a good service.
The collaborator shows a good level of competence and refinement.
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of empowerment.

CH 9 - MISCELLANEOUS

There is high-speed Wi-Fi on the Hotel, free and perfectly functional.
New: The information published in the App is updated, current and in accordance with the services offered in the hotel.
ACT: A playlist of songs that capture the ambience and essence of the Breathless experience is promoted to guests checking out so they can listen to it on their return journey or from home.
In addition to the Xhale club business center, there is a designated area with advanced technology, with at least 2 computers and 1 printer, wireless charging system and ease of access for coffee, tea, and snacks.
According to local legislation, there are designated areas for smokers and they are properly and clearly marked with the basic but comfortable and clean facilities for this service (seats, shade, ashtray).
In accordance with the Dog Friendly policy, there are designated areas (at least 1) for the recreation of dogs (Dog Relief), conditioned, clean and correctly marked. It should be easy to locate it on a map of the property.
An ATM is available in the lobby or in an accessible and clearly indicated area (with appropriate signage, or in the property maps, etc.) that allows transactions in US dollars such as local currency, preferably in the same ATM machine. For properties in the Dominican Republic, it is sufficient to have an ATM that dispenses Dominican pesos as well as an exchange service as detailed in the following attribute.
There is a money exchange service in the Hotel or money can be exchanged directly at the front desk, at least from 7 a.m. to 11 p.m., however, it is suggested that money can be exchanged at the front desk 24 hours a day (changing high denominations into smaller denominations, and changing guest’s US dollars for the local currency or vice versa).
ACT: "We do not sell pornography anywhere on property. In the case of Breathless there is a Playboy channel available only in the rooms. It is not allowed in the public areas of the hotel.
There is a medical office available 24/7.
Defibrillators are available and functional in the doctor's office.
There is at least one signature shop within the Hotel offering a variety of convenience items, clothing and jewelry (brands of knowledge in the American market).
New: There is an in-house photography company that offers photo shoots and packages to individual guests and groups.
NEW: Guests can book private drone photo shoots with the in-house photography company.
The market is properly assembled (according to corporate regulations) without interfering with hotel operations, the market staff is properly uniformed.
In the case of Breathless, sexual objects and/or depictions, as well as tattoos (of any kind including temporary tattoos), accessories (including pipes and the like) are permitted, both for sale and display within the property. Condoms and/or intimate or personal items may be sold in the hotel's general store.
In the case of Breathless, stimulating items (Sex Shop) may be available in a discreet area in one of the hotel's stores.
Henna tattoos, hookah and oxygen bar are permitted in some areas of the hotel.
Shells, sand or endangered species are not sold in any area of the hotel.
CCV: Provide hygiene and safety supplies/ articles for sale, such as: mouth covers, face masks, all disposbale gloves, face shields, soaps, and antibacterial gel, among others.
CCV: There is disinfectant gel available for the use of the guest/collaborator in a presentation that is pleasing to the eye and according to the concept of the hotel at each counter.
CCV: Signs inviting customers to disinfect their hands, touch the items on display as little as possible and only take the one they consider to buy without damage or deterioration.
CCV: Desinfectant gel dispenser at the entrances to the store for the use of the guest/staff in a presentation that is pleasing to the eye and in accordance with the concept of the hotel.

CH 10 - CONCIERGE

The hotel has a Concierge service at the front desk from 7:00 a.m. to 11:00 p.m. and 24-hour Concierge Express. Similarly, the Concierge Express will respond to requests 24 hours a day.
The guest is addressed within the first 30 seconds of arrival. If there is a waiting line, make eye contact with the guest and show a discreet smile by nodding the head.
The staff answers the phone according to the established telephone etiquette.
The staff has a warm, accommodating, measured, polite and positive attitude.
The staff appear coordinated, organized, behaving on the "scene", avoiding personal conversations.
Staff speaks English fluently and uses formal English accordingly (does not use slang, such as lady, madam, my friend, family, etc) and is able to speak the local language as well.
Staff is neat and professional in appearance, with full uniform and nametag according to the standard, with a professional posture and never turning their back on the guest area.
The staff addresses the guest by his surname appropriately (at least 3 times) during the interaction, it is recommended when welcoming, during the interaction and the third time at the end of the service.
The collaborator exhibits a sincere desire to comply with all guest requests, showing evidence of empowerment.
The staff anticipates the guest's requests or offers personalized recommendations; use appropriate questions. He is prepared to clarify doubts and provide help with the application and tablets (If applicable).
The staff shows extensive knowledge of the area, attractions and services including: tourist sites, airlines, sports, shopping centers, restaurants, bars, nightclubs, etc. This information is readily available in electronic version or printed compendium in good condition and attractively presented.
The staff member has extensive knowledge of the restaurants' menus. Reservations are required only for tepanyaki tables, romantic dinners, Christmas, New Year, Sip, Savor, & See participants, and are recommended for large groups that want to dine together (more than 8 people); in other cases reservations are not necessary. Restaurants must accommodate the largest number of diners in a group and offer at least one group dining option at no additional cost (set menu).
The staff can provide prices for services both inside and outside the hotel: romantic dinners, wines, car rental, golf, flower arrangements, dog friendly, smoking areas, etc. This information is readily available in electronic version or printed compendium in good condition and attractively presented.
The staff offers complete instructions and a free map of the area; the Concierge desk has an assortment of up-to-date brochures.
The staff makes personalized suggestions to the guest that can add value to their experience and at the same time generate an upsell (romantic dinners, amenities, wines, beach beds, spa, etc.). The guest does not feel pushed to purchase extra services
Concierge staff members perfectly manage hotel information: daily show, currency exchange, weather, activities, Energy Centers (Live Big and Relax / Breathe Deep zones), Spa promotions, facilities adapted for guests with disabilities, etc. Has knowledge of restaurant menus and policies.
The staff can help with various means of transportation, including private cars, taxis, and flight information.
Provide the guest with correct information and if it is in writing it must be clear and legible using a corporate pen on a sheet with a logo.
All messages / orders are delivered within 15 to 30 minutes, with delivery confirmation.
The staff helps the guest with the services of the business center; guests have access to this facility to use the internet, print and / or make copies.
In case of rain, concierge and / or express concierge automatically offers umbrella services according to the standard to guests in the lobby.
The Concierge makes a courtesy call according to the established standard..
Concierge desk coordinates the placement and delivery of VIP services upon arrival, including ribbons for honeymoons/birthdays/anniversaries, floral arrangements, and F&B amenities.
Guest privacy is protected, maintaining confidentiality of personal data.
If there are new charges, they are explained to the guest to obtain their authorization and will be clearly detailed on the final bill, including the transaction date.
Workstations are well organized, discreet and clean.
Workstations should never be left unattended during service hours.
Concierge has newspapers available in case of guest request (Printed or digital).
Concierge fulfills guest’s special request(s).
As promised, the staff gives punctual and personalized follow-up to any request made by the guest, closing the circle.
The staff is efficient yet unhurried and sensitive to the manner of the guest.
The staff works efficiently and without confusion, respecting the guest's privacy, and does not produce noise while performing their duties.
There is additional evidence of personalized services and engaging the guests as individuals.
The staff uses respectful and appropriate verbal and body language at all times. It is not allowed to hug the guest or touch him in an inappropriate way.
Ask guests before closing warmly and sincerely "May I assist you with anything else?" or "Is there anything else I may do for you?"
Basics: The Concierge Department must personally meet all guests and introduce themselves with them, when this is not possible they must do so by phone or, at least, leave a message on voice mail, thus placing themselves at their orders and explaining that they are the right channel for any need that arises in the hotel.
One day prior the guest's departure, the guest must be contacted to sugest them to perform the Express Check out.
The staff handles complaints efficiently and achieves guest recovery. In case of reporting lost property, follow the Lost & Found procedure in collaboration with the Security Department.
The concierge prepares farewell letters for guests, that are sent to the rooms the night prior his departure.
Concierge members move around the hotel areas to interact with guests and obtain feedback and areas of opportunity. They achieve the emotional connection with the guest.
The Concierge Department has a first aid kit available for emergencies. It is not permitted to provide medication to guests. If necessary, they are referred to the medical office, which is available at the hotel 24 hours a day. The Concierge explains that he/she is an outside company and that his/her services are not included in the services offered by the hotel. If possible, a Concierge member accompanies the guest to the doctor's office to provide personalized attention.
The Concierge Department has wheelchairs available for emergencies, which are in perfect condition. They are provided free of charge to the guest after filling out a registration and being responsible for damages and losses.
Through interaction with guests, the Concierge detects loyal and happy customers. Before check-out they get farewell and are invited to be part of our social networks and write their comments on Tripadvisor.
The guest perceived a good service.
The collaborator shows a good level of competence and refinement.
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of empowerment.

CH 11 - ROOMING - CONCIERGE EXPRESS

Room
Concierge Express and/or Butler escort s the guest from the front desk, porte-cochere, or Xhale Club to the guestroom.
CCV: Existe gel desinfectante disponible para el uso del huésped/colaborador en una presentación agradable a la vista y acorde al concepto del hotel.
Introduce themself in polite, friendly and professional manner to the guest and escorts to the guestroom.
Is empathetic, friendly and helpful with the guest always offering a smile. Do not show sense of rush or hurry. (To the manner of the guest or guest style).
Concierge Express or Escort explains luggage delivery to the guestroom—either the same staff member can bring the luggage with them, using a luggage trolley so that guest luggage is protected, or the Escort informs the guest that luggage will be sent shortly to the guestroom by a colleague. Concierge Express or Escort verifies luggage ticket if necessary, such as in the case of a large group of arrivals, if this has not already been done. This is a well coordinated procedure in order to avoid luggage mixup.
Concierge Express or Escort walks at a comfortable pace according to the manner of the guest, at the forefront to show the way. Gives a friendly conversation and watches the guest every 3 to 5 steps to ensure that he follows him.
ACT: Is polite and make eye contact with the customer at all times. Speaks clearly and have a good level of formal English, they do not use slangs or idioms (lady, madame, friend, family, etc.).
Concierge express or escort makes polite conversation, such as inquiring about the guest’s stay, such as: "Is this is your first time in the hotel?" (if applicable), or "How long will be staying with us?", etc. Use prospecting techniques to determine potential WOW Moments.
Concierge Express or Escort points out key facilities during the walk to the guest’s room, e.g., restaurants and their service hours, the Spa, Preferred Club, Coco Café, Barefoot Grill, bars, pool hours, towel locations, theater, business center, casino (if applicable), Dog Relief (if applicable) and any other additional information related to the hotel services and the experiences we offer.
ACT: Concierge Express or Escort gives a general orientation of the facilities so it doesn’t overload the guest with information; also finishes the facilities orientation by informing the guest that they can find all of this information in their key holder, directory of services, Sunbox (Hourglass, or by contacting the Concierge/Concierge Express/Front Desk directly (or Butler, if applicable). Make mention of the tablet and explains the usage in the room. In the case of the VIP HOST informs about the use of the Xhale Club key, member-only consumption centers, Xhale Club Lounge services, etc.
Concierge Express or Escort uses the guest’s key card to enter the guestroom, both as a means of demonstrating how to use the keycard and also verifying that the guest’s keycard is valid and functioning.
Concierge Express or Escort automatically volunteers to replace the guest’s key card in the event that it is not working, either by replacing it himself or contacting a colleague for assistance via discrete radio/phone. Indicates the guest to dial the operator by phone to request a new key at any time that the current one stops working.
Concierge Express or Escort allows the guest to enter the room first.
Concierge Express or Escort asks permission before entering the guest room.
Uses a "doorstop", chain, hook or system that will prevent the door from closing while giving the room orientation. In hotels that are severely affected by mosquitoes, authorization is requested from the guest to close the door.
He reminds the guest that our rooms are smoke-free and explains about the extra charge for deep cleaning.
Concierge Express or Escort places guest luggage in a convenient location to the guest on a luggage rack, with zippers facing the guest; if the Concierge Express or Escort does not have the guest’s luggage with them, the collaborator in possession of the guest luggage should follow this step.
Concierge Express or Escort asks the guest if they may acquaint them with the most essential elements of the room, e.g. “May I quickly show you the amenities that you’ll find in your room?”
If guest accepts, concierge express or escort should do the following:
It mentions the uneven step in case it applies.
Opens the curtains and highlight the view.
Explains the air-conditioning system, including the balcony and main door sensors (which turn off the air-conditioning to save energy).
Explains the good environmental practices in the room: shows the ecological awareness card and use of towels.
Identify the location of the service directory or tablet, including the room service menu, highlighting that it is available 24/7 and pointing the speed-dial button on the telephone, making mention of the use of the Secret Box at their disposition (if applicable), and the Do Not Disturb button or card.
Shows the location of the minibar and explains that it is included and restocked daily. Points the location of the bottle opener and the service tray, offers ice filling, otherwise mentions the location of the ice machines or to request to Room Service. (Offering ice is 5D).
Shows the location of the in-room safe box and ask the guest if they would like a demonstration of how to use it—if yes, then provides a demonstration—and explains to guests that it is highly recommended to use the safe box for all of their valuables.
Shows the location of the hairdryer.
Identifies the coverage of wireless internet or Wi-Fi inside the room. Also explains the ways to connect through UC (Wi-Fi) and how to download the application (if applicable or otherwise explains this process during check-in). Reminds the guest to download the Hotel App.
Concierge Express or Escort may identify other room features or services as applicable (e.g., double-shower, jacuzzi(s) and how to use them, shoe-shine, laundry, in-shower speakers, single-lever shower mixer, dimmers/lighting, butler services. However, the Express Concierge can adapt the orientation according to the guest's way (the process should last an average of 5 minutes). En el caso de Xhale Club, el VIP HOST explica en qué consisten sus servicios, menú de aromas, almohadas, reservas de Spa, etc.
Concierge Express or Escort gives a verbal explanation and shows the use of the button or privacy system, as well as the services that are blocked when activated (for example, knocking on the door). Also mentions the process of delivery for the Room Service.
Thanks the guest for the time given by using the guest name whenever possible: “Thank you very much for allowing me to show you the facilities of your room, Mr. /Ms. /Miss., guest´s last name."
Ask before leaving: "Can I do anything else for you?" "May I do something else for you?"
Offers opening the curtains or blinds.
Shows the location of the in-room safe box and ask the guest if they would like a demonstration of how to use it—if yes, then provides a demonstration—and explains to guests that it is highly recommended to use the safe box for all of their valuables.
Briefly shows the guest service directory or tablet and the telephone location in case the guest has further questions or doubts.
Concierge express or escort thanks the guest sincerely for their time, addressing the guest by their last name whenever possible, e.g., “Thank you very much for allowing me to show you the facilities of your room, Ms. Allen.”
Concierge Express or Escort reminds the guest of their name during closing and asks the guest if there is anything else that they can do for them, e.g., “Once again, my name is Carlos. Is there anything else that I can do for you at the moment?”
Concierge Express or Escort may or may not offers ice to guests on arrival, this is at the management advice and subject to operational needs. In the case of suites and / or Xhale Club, the collaborator offers and indicates the location of the nearest ice machine; in the case of butler or 4/5 Diamonds hotels, should always been offered while closing the "rooming" service, subject to the management discretionary and operational needs.
The collaborator has a warm, accommodating, measured, polite and positive attitude.
The collaborator exhibits a sincere desire to comply with all guest requests, showing evidence of empowerment.
Collaborators appear coordinated, organized, behaving on the "scene", avoiding personal conversations.
Staff is neat and professional in appearance, with full uniform and nametag according to the standard, with a professional posture and never turning their back on the guest area.
The collaborator addresses the guest by his surname appropriately (at least 3 times) during the interaction, it is recommended when welcoming, during the interaction and the third time at the end of the service.
Staff exhibits a sincere desire and compliance to all guest requests.
The collaborator addresses the guests individually, has a good knowledge of the hotel and the area, taking advantage of every moment to make personalized suggestions in anticipation of guest's requests.
If the guest offer tips, the collaborator should respond: "Mr. <last name> it is not necessary". If the guest inssists, the collaborator can take it and say "Thank you".
Says goodbye to the guest by their last name in a warm and sincere manner, wishing a happy stay and ending the conversation with a nice phrase.
The guest perceived a good service.
The staff shows competence levels and refinement.
Emotional connection: The guest was very special, the treatment was highly personalized. Employees show levels of empowerment.

CH 12 - SECURITY

SECURITY, INCIDENTS, RECOVERY SERVICE

If there are separate entrance and exit, and each road has two access gates to the property, at least one access gate on each side can remain closed during day hours. The security gates remain closed at night.
Security guard is on staff 24/7
Security and executive staff will be reachable via discreet radio, earpiece usage is mandatory in guest areas. The Security Officer ensures that this rule is enforced to avoid noise in the area.
Security agents, who belong to an outside company, are properly uniformed and have identification badges.
Lifeguard service is available at the beach and pool from 9 a.m. until sunset, however the hours can also be extended for the pool. There can be signage that indicates that the Hotel cannot take accountability for any inconvenient, and to swim under their own risk, but the Hotel MUST have sufficient personnel for all swimming areas—pool and beach—always. If the hotel has extensive swimming areas, it is suggested to likewise have an increased number of lifeguards.
First-aid kits are conveniently available at the beach bars and at the dive shop/towel stands, lifeguard towers, and all restaurants, the kitchens, spa, and lobby as well as the Xhale Club, and any other areas where activities take place. If a restaurant or an activity shares structural space with another area, they can share a first-aid kit, as long as it is easily accessible in case of emergency. Kits must be properly stocked with all of the required items and supplies to provide first aids.
ACT - CCTV cameras are in sight at the areas (N-SG-09 SISTEMAS ELECTRÓNICOS DE SEGURIDAD) and they have signage according to the corporate standard.
There is CCTV in all Bars.
There are safety signage, they are correctly placed and all of them are in sight (evacuation routes, emergency exits, meeting points, etc).
Security guards are present at events and activities that requires them, for example, fire shows, foam parties, barbecues, circus night, among others.
ACT: Security guards speak clearly and have a good level of formal English, they do not use slangs or idioms (lady, madame, amigo, family, etc).
Protocol procedures are followed in the event that values are detected in plain view, including forms, etc.
Protocol procedures established for Lost & Found are followed, including forms, gift check-out pass, gift certificate, and electronic lost and found forms.
Security staff will have basic minimum equipment including a radio with an earpiece and portable flashlights.
The procedures established for opening the safe box / room door are followed.

CH 13 - PUBLIC AREAS

EXTERNAL

The security gate (the main access door) and the security booth are in good condition and properly illuminated.
The following flags are located in each property: 2 Corporate Flags Hotel Brand (Without the "By AMRCollection" logo) & Hyatt Inclusive Collection (brand and Hyatt flags located at the two extreme points). USA’s flag Canada´s flag Destination's flag (located in the center of the line of flagpoles). These 5 flags are the minimum required, if there is more space available or it has more flagpoles, the property can provide others corresponding to relevant countries according to visitors.
Exterior of building is attractive, clean and well maintained.
There are signs in accordance with the anti-smoking law. (If applicable)
The driveway is easily accessible with either parking or a valet system present.
The drop off area is covered, well illuminated, and free of obstructions.
The Hotel front area, including curbside and front doors are clean (in good state, free of wear and damage).
Signage is easy to read and interpret (legible).
The signage is updated and has a professional appearance, in harmony with the style of the property.
Signage uses names and logos correctly (if applicable).
Signage is grammatically accurate.
Signage has proper illumination.
Use of signage is appropriate and not excessive.
Hallways are in good repair, clean, and lighted.
Basics: Wet floor signage is used properly (placed when the floor is wet and removed immediately after the floor is dry), these are wood with metal imitation plate. (NOT yellow plastic).
The use of QR codes is appropriate and not excessive, preferably only at the crowded points or touchpoints.
Lighting on property is sufficient for creating the desired atmosphere.
There is appropriate music, with high sound quality and at a reasonable volume with clean lyrics (not explicit) throughout the property (in the corridors and gardens, from 9:00 a.m. to 11:00 a.m.) in accordance with the brand concept. Speakers are in perfect condition, rust-free and undamaged.
Stairs and other slopes are properly illuminated and/or identified by a change in texture, materials or a white line (never yellow) painted on the edge of each step and in good condition.
All live greenery and landscaping features appear healthy, well groomed, clean and lush.
If applicable: Designated smoking areas are provided with seating, shade and ashtrays in accordance with the hotel brand.
Large ashtrays that use sand will feature the shell logo, and in good state (If applicable).
All glass panels must have a frosted seal/sticker (such as the name of a restaurant or other signage) or branded stickers (the shell). At a height of 1.50 cm for adults.
Shop windows and interiors are clean and well organized.
Displays in windows are attractive and thoughtful, with branded items in the window, and/or in Nook Cafe as an alternative.
Basics: Sounds that stimulate the senses: (fountains or waterfalls, moving musical pipes/woods, etc.)
CCV: Sanitizing gel stations in all areas of the hotel at the most frequent and relevant points of contact for guests In a presentation that is pleasing to the eye and according to the concept of the hotel.

HALLWAYS

Hallways are spacious and luxurious/current in design according to the brand.
Floors, walls, ceilings and doors are clean and made of high quality materials, in good repair and free of damage.
The furniture is in good condition, free of wear or damage and appropriate to the style of decoration.
Lighting, wall fixtures and artwork are clean and in good repair, free of wear and damage (no burned out bulbs & sufficient warm lighting).
A house telephone is available at least in the lobby, with a branded notepad and branded pen or pencil (permanently fixed or separate), and preferably on every floor or for every building, depending on the layout of the hotel. It is suggested that this telephone dials only to the operator or at least that all phone calls are confirmed via the operator during the hours from 10 p.m. to 8 a.m., to avoid disturbing guests by accident.
All signage in guest corridors and room numbers are adequate, clean and in good repair.
The corridors are maintained without evidence of lack of cleanliness such as sugar packaging, straws, room service dishes, laundry or other debris.
All fire exits and accessories are clearly marked and stairwells free of obstruction.
Fire extinguishers are easily identifiable but discreetly part of the corridors; maintenance will perform monthly checks.
Ice machine is in enclosed area, and general area is clean and hygienic.
All exposed corridors will be kept dry and in the event that towels are used during a storm, soiled towels will be removed immediately following rain: service towels must be different colored than guest towels.
It is noted that all staff feel responsible for the cleanliness of the place, they all keep the public areas clean.

ELEVATORS

The elevators are clean and free of debris or smudges and odors.
The elevators are in good condition, undamaged and well ventilated.
CCV: All elevators and stairs shall be cleaned and disinfected on a frequent basis.
CCV: There are signage that indicates the compliance with the customers capacity according to local legislation. Sanitizing gel dispenser is available.
The elevators have adequate lighting and there are no burned out lights.
Guest elevators are not used by staffs, unless there is no alternative, in which case you must give room or courtesy to the guest.
Floor buttons light up and/or ring at an appropriate volume, or the floor is otherwise clearly indicated, upon selecting & arriving at the chosen floor.
All permanent signage in elevators is accurate and grammatically correct (locations of restaurants and facilities).
All permanent signage is attractive and fitting with the hotel style.
Any advertising or posters are current and in good condition with content in English and Spanish, english precedes spanish (English only in English-speaking countries).
Emergency phones or call buttons are in all guest elevators in excellent working condition and are clean and presentable. For hotels looking for 5D, their elevators have additional features such as music, TV, etc.
In guest elevator lobbies there should be furniture and decor: chairs / sofa, carpet, a telephone, a piece of art, plants and / or natural flowers. 5D
The elevators have the Braille system and signage of what to do in case of emergency.

RESTROOMS

Restroom Area
Temperature and air quality are comfortable and odor free (proper ventilation and aroma diffusion, Eurochem citrus or incense) Breathless scent: xxxxxx.
Countertop and areas, including sinks, faucets and mirrors, are clean and hygienic, including any baskets, flowers or amenities placed there.
Countertop and areas, including sinks, faucets and mirrors are made of high quality materials and are in good repair, free of wear and damage; all sinks are working correctly.
Floors, walls, ceilings and doors are clean and hygienic.
Floors, walls, ceilings and doors are in good repair, free of damage.
Toilet fixtures and stalls are clean and hygienic.
Toilet fixtures and stalls, including locks, are in good repair, free of wear or damage.
All toilet stalls have coat hooks and/or shelving for purses, clothes, and gadgets.
All toilet stalls are completely private.
All toilet stalls have appropriate individual waste bins (at least in women’s bathroom).
The light fixtures are clean and fully functional, with no blown bulbs. In some cases, the bathrooms includes lighting with motion sensors, these are in proper working order, do not remain fixed and are programmed.
Paper and soap amenities are above 60%, in good condition, and are continuously replenished.
Trash cans are neat and properly identified, of high quality, in good condition and attractively presented, conveniently located and sufficiently close to the pool and/or beach areas.
Towel bins/baskets are clean, tidy and correctly identified, of high quality, in good condition and attractively presented, conveniently located and sufficiently close to the pool and/or beach areas.
Soap dispensers have a residential and high end look and feel
Cloth towels, or high-quality, thick folded paper towels in an attractive dispenser are provided at the lobby, Xhale Club, formal a la carte restaurants, and spa bathrooms.
If cloth towels are used, they are neatly presented and hampers are tidy.
Basics: Towels placed at the beginning of the morning on the first line of lounge chairs in the pool area.
All bathrooms have fresh floral and/or natural decoration.
The bathrooms have music according to the corporate standard. Breathless Branded, at a reasonable volume and clean lyrics (not explicit).

CH 14 - ROOMS

Room Number
Basics: Fresh feeling on arrival. Looks clean, feels clean and fresh.
(HySat): The room has a clean or neutral smell.
Basics: Use of door bands according to standard for special occasions (e.g. anniversary, honeymooners, birthdays).
Décor is luxurious/current in appearance and well coordinated throughout the room, in accordance with the brand prestige.
(HySat): The carpet/floor is free of debris and stains.
Room provides an abundance of space and furniture is arranged in a way that allows freedom of movement throughout the room.
Floor built of high quality material (i.e. high grade wood, marble, stone, granite, and elegant area rugs) and in good repair.
Wall surfaces are well maintained and enhanced with several design elements, in accordance with the brand prestige.
A variety of upscale artwork & accent pieces are present in the room. (Xhale Club)
The mattress and bedding has high quality, free of stains and flaws, according to the standard per brand.
Pillows and decorative cushions on the bed according to standard.
Closets have automatic internal lighting.
Closets have the following minimum high quality hangers (wooden and not anti-theft) – 6 pants, 4 skirts, and 2 satin hangers.
There are an extra blanket and extra pillow in the wardrobe, sealed in transparent plastic bags with zippers.
ACT - In there is an umbrella with brand logo and tent-card available in the wardrobe (5D).
The bed should have an oversized or custom-made headboard with high-quality design and materials.
(HySat): All bedding is clean and well-presented.
All areas of the room have adequate lighting, at least: at the entrance, with individual controls on each side of the bed; at the desk and in the living room, with high quality fixtures and design, and warm light. By project design, hotels which does not have warm lighting or which do not meet another part of this attribute should contact the their area VP and notify the standards and innovation department.
(HySat): All pictures and furniture are clean and free of dust.
(HySat): The room is free of any previous guest evidence (trash, drawers, wardrobe, fridge).
(HySat): There is a hotel-standard television. It must be embedded in a decorative frame. The wiring is discreetly placed and is clean, free of dust.
UP: [TV Channels] – A minimum of 30 television channels (Minimum 10 HD channels), identified in a digital TV channel guide on the Stay app, tablet (last option printed as standard) including the following:
At least 4 English language news stations, CNN is mandatory (others include ABC, CBS, NBC, Fox, BBC). EMEA: According to the prevailing market needs.
At least 4 local/news channels, CNN Español is mandatory (and the other 3 channels to include Las estrellas, Azteca Uno, Univision, Galavision, Azteca America, TVE, or others). For Jamaica, 2 local channels (total) are required; for Curacao, CNN plus an additional 2 local channels, to make a total of 3, are required // EMEA: According to the prevailing market needs.
At least 1 sports channel in English, preferably 2.
At least 2 sports channel in spanish, ESPN mandatory, and some other like Fox Sports.
At least 8 channels of movies, culture, and varieties in English: HBO, Cinemax, Showtime, MGM, E!, Sony, Warner, AXN, People & Arts, Discovery, Nat Geo, TNT, History Channel, etc.) Playboy channel is applicable.
At least 2 channels in a language other than English or Spanish / EMEA: at least two channels in the language(s) of the prevailing market(s).
All hotels must have 6 internal channels to offer: Ashes & Snow, Amstar, Spa Promotion, Internal promotions, etc.
Minimum of 2 movie channels in English (HBO required) and 2 channels in Spanish.
For adults-only hotels, the Playboy channel must be offered.
The Spa channel should be as standard on arrival, in nighttime courtesy it should be Ashes & snow.
(HySat): There is an iPod/MP3 player and/or alarm clock (or tablet) in the room, clean and in working order, with instructions provided (if not intuitive) for all brands.
The time on the clock is set correctly and alarms are turned off for arriving rooms.
All room telephones are in good working conditions, has speed dial, voicemail and message waiting service, and speaker capabilities for suites or for any rooms with cordless phones.
The telephones have appropriate faceplates and dialing directions, including speed dial and room number printed on the faceplate.
Cordless phones for 5 diamond hotels/suites
(HySat): All technology and lighting are operational and easy to use (clean, no burnt-out bulbs, the remote control works, and the safe's batteries are also functioning).
ACT: On the coffee table is a notepad and a ballpoint pen with branded logo
Have a leather box for the notepad, according to the brand standards.
All rooms have adequate seating and table space for room service for two—this may be instead of or in addition to a work desk in the room for entry category rooms.
The room is adequately soundproofed.
Dust blockers are used if there is significant space between the door and the floor.
Adjustable air conditioning with thermostat, it works quietly, in good working order and easy to use.
High speed internet access is available and the connectivity is easy and user friendly via Wi-Fi. Unlimited access to preferred rooms.(5D)
Curtains are in good condition and offer a complete blackout when closed.
All glass panels must have a frosted seal/sticker (such as the name of a restaurant or other signage) or branded stickers (the shell). At a height of 1.50 cm for adults.
There is a chain, door stop, hook or system in good conditions on the door.
A viewing hole is present in the door and it is clean clear.
An emergency exit diagram is prominently and accurately displayed and easy to interpret.
A pictorial do-not-disturb card or ceramic figurine is in each room, or DND light in good working order.
There is a deluxe directory of services or Tablet, with updated information, including: property map, smoking area signage, Dog Relief, alcohol consumption, which is grammatically correct and in good conditions; in case of printouts no pages are missing. English precedes Spanish.
Xhale Club rooms have pillow menus in the amenities directory or tablets.
The spa menu, without prices, is located in the app, tablet, tv or above the service directory.
Stationery is available in the services directory - or - a note explaining its availability through Concierge or Front Desk. The stationery includes 2 envelopes and 3 tear sheets, and-subject to availability or general manager's choice-2 postcards. (Mandatory for 5D).
ACT - The room has a chambermaid's card in perfect condition.
An iron and ironing board, or steam press (TOBY - Conair) with clear operation instructions, are available in all rooms and in excellent conditions.
There are laundry bags and lists according to the standard.
Basics: There is an incense board with one (1) incense (minimum) and matchbox with logo in all rooms.
(HySat): There is a clean and well-maintained digital safe in every room, open and operational, with instructions provided as needed in both English and Spanish, large enough to store a laptop.
Basics: There is a flower, decorative item or natural plant in the room or bathroom (telephone plant is recommended).
A beach-pool bag with brand logo available for Xhale Rooms. (5D)
A selection of reading material is provided (i.e. current lifestyle magazines and/or books); recommended for VIPs and Xhale Club.
Shoeshine services—offered as a complimentary service with the box and sheet for Preferred category rooms, and with charge for other room categories.
The room is free of pests (flies, ants, cockroaches, bedbugs, rodents, etc.).
For 4 and 5 diamonds, hard surface floors must have high quality carpeting in areas where seating is located.

BATHROOMS

Decor is luxurious/current in appearance and well coordinated throughout the room.
The bathroom offers abundant space and adequate privacy (especially for the toilet area).
Flooring, vanity, shower/bath surround and shower floor is finished in high quality marble, stone or granite and grouting, all in good repair.
Other wall and ceiling surfaces are well maintained.
(HySat): The shower is completely clean and the amenities are replaced.
(HySat): The bathroom is completely clean and in working order.
(HySat): The bathroom floor is completely clean.
The bathroom features a double-hook outside of the shower for hanging towels, robes, or clothing.
There is a towel bar/towel rack or retractable cord inside the shower or tub, where the guest can hang wet clothes.
There is adequate counter space and sufficient mirrors, including a full length mirror somewhere in the bathroom or guestroom.
(HySat): The toilet is completely clean and working, the amenities are replaced
Two rocks glasses in the bathroom; or one rocks glass and a decorative cup for storing toothbrushes/toiletries as part of the amenity set or toiletries.
It is recommended to have one bottle of water in the bathroom (on Regional Operations Directors or Operations VP's discretionary).
The bathroom or somewhere in the room displays materials (ecological tent card) from the environmental conservation program and it is complied with.
The bathroom is bright and well lit has a variety of settings for the light intensity / dimmer system.
There is a magnifying vanity mirror, in a convenient location for applying make-up or shaving. It is recommended that the mirror have its own independent lighting, but independent mirror lighting is required if bathroom lighting is inadequate
All plumbing, heating, pressure, ventilation in good working order (adequate maintenance).
Shower fixtures should include: 1 custom body jet function, multiple shower head, oversized rain shower head or steam shower.
Amp up the Shower: Guests can request items such as waterproof speakers and customisable lighting to transform the shower into a personal party.
It is highly recommended to have a grab rail present in the bath and shower, and also recommended to have a design style.
There is a non-slip mat in the shower or bath, in excellent conditions.
There is a high quality tissue holder with enough tissues and a very attractive amenity tray in the vanity area.
Act (HySat): There is a high-quality, free-standing hair dryer with various intensity settings, clean and in good condition, and attractively presented, according to the standard, (in a bag or basket, in a drawer or closet).
ACT: There is a high quality and functional scale in the bathroom. Must be set in pounds at all times, except when we know the guest prefers kg.
High quality robes with the brand logo are available for each adult staying in the room - the sizes of the robes are appropriate (to the guest's size).
Slippers with the brand logo are available for each adult guest.
There is a minimum of 3 large luxurious bath towels, 4 hand towels, 3 face towels and one foot towel per room. (For families -more than 3 people in a room- a minimum of 4 towels per bathroom.)
There are 2 rolls of toilet paper with evidence of accommodation (i.e. propped up with sticker and the second with branded ribbon on arrival). Each time the room is refreshed the courtesy of propping up the toilet paper (Kleenex only upon arrival) must be performed. 5 Diamonds: Toilet paper roll should always be above 60% content.
Act: Shower Gel 480 ML Argan Oil, Shampoo 480 ML Argan Oil, Conditioner 480 ML Argan Oil, Body Lotion 480 ML Argan Oil, Soap 30 Gr Argan Oil (1 In Vanity, 1 In Shower). Vanity kit, shoe polish kit, sewing kit, and a shower cap. Xhale or VIP’s: all the above amenities plus SPF 15, dental kit, comb, shaving kit Hotels that are still using the amenities with the previous brand, qualify as Compliant and enter the current stock levels and possible date of change.

LUMINOMETRY: The results are within range. (High contact surfaces: 0-150 URL. Food contact surfaces: 0 to 19 URL)

Guest room door handle
A wall light switch (any light switch)
Thermostat control
Guest room desk/writing surface
Television remote
Telephone buttons/receiver
Refrigerator handle
Vanity surface
Sink faucet handle
Toilet flush handle
Bathroom door handle
Hair dryer
Bathroom light switch
Toilet seat/lid

CH 15 - MINIBAR

SERVICE

Upon arrival at the room, stand in front of the door, making sure that the badge is visible to the guest.
If there is a do not disturb card, the employee returns when he/she has finished restocking the entire building or will leave a "please call us" card at the door.
The staff member enters the room following the room entry procedure (knocking, announcing, waiting, and repeating 3 times). If the guest does not answer, he/she makes sure to enter carefully by opening the door and announcing him/herself.
If the employee meets the guest, he/she greets him/her in a cordial and friendly manner and with a smile (e.g. "good morning").
If the employee finds the guest, he/she offers to refill the minibar, comes back later or asks for a more convenient time to return.
Addresses the guest by his/her last name during the initial greeting and at least once again during the interaction.
If the guest wants to get the service at that moment, the collaborator asks permission to enter the room.
The trolleys are located outside the room, neat and clean, and in case of using baskets, these are located in the hallway on a platform. The door must be ajar for security reasons. (In hotels that are severely affected by mosquitoes, authorization is requested from the guest to close the door).
The employee does not makes noises when performing his duties in the corridor.
The employee is friendly and makes eye contact with the guest at all times.
If no one is in the room, the employee should make a visual check for any anomalies that require immediate attention such as open doors, damage to the room, etc., and report them.
In outgoing rooms, the employee cleans and disinfects the minibar inside and out, as well as the moving parts.
The employee checks what is needed to fulfill the standard of the minibar.
The employee places the missing beverages making sure to put the cold beverages at the front and the warm (new) beverages at the back.
Napkins and stirrers that are missing or in poor condition are also replaced.
At the end of the service, the employee offers a warm and sincere farewell.
The employee speaks to the guest by his/her last name during the closing.
Staff greets the guest in an appropriate manner.
The staff works efficiently and without confusion, respecting the guest's privacy, and does not makes noises while performing their duties.
Staff smiles appropriately.
The staff leaves the room in a respectful manner and wishes the guest a good day.
Employees show levels of competence and refinement (rated according to the refinement shown, e.g. showing general knowledge of the hotel and their department, saying "it's a pleasure", etc...)
Emotional Connection: The guest felt very special and the treatment was highly personalized. There is evidence of levels of empowerment (rated based on personalized treatment, e.g., by giving recommendations, by mentioning the guest's last name 3 times during the interaction, by asking "Is there anything else I can do for you?", by solving any situation immediately, etc.)

MINIBAR

The Minibar must be stocked daily and must be delivered no later than 5:00 p.m. or within 15 minutes after the guest's request.
The refrigerator cabinet, shelves, and surrounding areas are in good condition, free of damage, clean and sanitary.
All glassware and utensils are extremely clean and hygienic.
Glassware includes two Collins tumblers, two coffee mugs and two rocks glasses.
All glassware includes correctly aligned standard doilies.
A coffee machine (with instructions if necessary) is available, in excellent conditions, free of damage, clean and hygienic. Preferred rooms must have an espresso machine. (5D)
In case of having an espresso machine [Nespresso brand or other], it is mandatory to have special crockery, including teaspoons. A Nespresso machine can replace the standard coffee maker.
Standard coffee packets (2 regular, 1 decaffeinated) or espresso variety, with milk or cream, sugar/stirrers/serviettes/supplements.
Standard ice chest and tongs, in excellent condition, free of damage; clean and hygienic.
Food and beverage products are well distributed, very hygienic, fresh, well packaged and not expired.
Bottle opener is clean and in good condition, it should be portable (not permanently fixed to any surfaces), or if it is fixed, it should at least not be permanently fixed inside the bathroom
All minibar amenities-standard and Preferred-will be fully restocked daily including snacks and liquor bottles; service staff will leave a "Please Call Us" card at the door in case of a do-not-disturb sign is placed.

ALLURE MINIBAR

5 bottles of water (minimum), of which 4 are in the refrigerator and the 5th can be found with the coffee maker, the bathroom sink, or also in the refrigerator.
4 XX Lager Beers as standard (they can be Sol, Tecate or Indio in which the supplier manages to supply everyone in December 2022). President or Bohemia (DR), Red Stripe (JAM), Amstel Light (Curacao). The one that is agreed by destination in EMEA.
2 bottles of Coke (regular).
2 bottles of Diet Coke.
2 additional flavored soft drinks (e.g. Sprite and Fanta).
2 orange juices at Secrets & Breathless (Dreams: 1 apple juice and 1 orange juice.)
1 bottle of sparkling water.
Soft drinks and beer are in glass bottles except for swim-out categories where cans are acceptable. This does not apply to DRJRC, they may have cans in all rooms. All bottle labels and minibar products must be properly aligned and presentable.
The minibar keeps an appropriate temperature (drinks are refreshing).

MINIBAR: Xhale room amenities - Includes all minibar amenities listed above plus:

2 bottles of Evian water.
3 mini bottles of alcohol (or a 375 ml bottle of guest's choice) - vodka, rum, whiskey, tequila (choose from Wyborowa, Flor de Caña, Bacardi, Jack Daniel's, Chivas, Jose Cuervo).
Xhale standard snacks, in order of preference: (2 minimum) Peanut M&M's, Red Pringles, Milky Way, Snickers, nuts.
Red apples on arrival-3 red apples or 2 red apples + an additional fruit (at least 3 pieces of fruit in total) in excellent hygienic conditions.
Sparkling wine once upon arrival.
Personalized welcome letter for all guests upon arrival.

CH 16 - HOUSEKEEPING (DAILY SERVICE)

Room Number
Servicing completed by 5 pm each day or within 45 min since the guest´s request.
Regular housekeeping service once a day at least, in addition to turndown services.
Once the staff arrives to the room, stands in front of the door making sure the badge is visible to the guest.
Basics: If there is a Do Not Disturb card or button is on, the employee leaves a card (padlock) notification informing that the cleaning was not performed in order to respect their privacy, asking to contact concierge to request cleaning if needed.
The collaborator enters the room following a standardized procedure (Knock, announce, wait, and repeat it 3 times). If guest does not answer, he/she makes sure to enter carefully by opening the door and announcing themself: "Housekeeping service, good morning / afternoon / evening."
If the collaborator finds the guest, he/she greets by their last name appropriately, at least 3 times during the interaction (It is suggested at the beginning, during the interaction and when saying goodbye) and with a smile, he/she asks whether may enter to perform the cleaning service, or offers to come back later or asks for a more appropriate time to come back for cleaning service.
Staff is empathetic, friendly and helpful with the guest always with a smile.
The room smell should be cool, free of odor, with the temperature set to 22 ° C.
Carpets, tiles, and floors in bedroom and bathroom are clean and free of debris.
The bed is made with three sheets, or two sheets and the third sheet as a cover, with clean and good bedding (however, it is not changed for guests participating in the conservation program); the cushions are fixed.
Curtains are left open during the day, although sheer curtains may be closed or left partially open at hotel discretionary, subject to temperature/weather conditions and orientation of windows in the room for energy saving.
Waste bins are clean and emptied.
The room has a freshened atmosphere and appearance; room is generally tidied with all hotel amenities returned to their original position or to the manner of the guest.
Guest's discarded clothes and shoes will be discreetly organized. Must have a specific location to always place the shoes. (5D).
Money in general, jewelry, personal documents and valuables will not be touched and a warning card is left stating that the guest must use the safe box.
Dirty dishes and utensils are removed.
Lights, installations, and art pieces are clean and tidy (no burned out bulbs or malfunctions).
The collaborator replaces the laundry bag and a list if is not present in the room (in the event that the guest has already requested laundry service). If the guest is absent, avoid opening the closet respecting their privacy.
Towels and robes are attractively presented, including a minimum of 3 bath towels, 4 hand towels, 3 face towels, 1 foot towel, and 2 robes.
The collaborator replaces used towels with clean towels (if the guest does not participate in the conservation program). Used towels should not be assembled as new to avoid confusion with the guest.
Towels are in good condition, with consistent color, and free of damage or flaws.
Empty or almost empty amenities are replenished (if they are less than 1/3 of the product or less than “2 fingers”); paper products are widely supplied.
Shower, tub, sinks, fixtures, and toilet are clean and dry.
Paper products are widely stocked; The collaborator performs the courtesy of propping up the toilet paper in each cleaning. Handkerchiefs are only propped up on arrival.
The collaborator cleans and verifies that the scale is working correctly (it must always be set in pounds, except when we know that the guest prefers it in kg).
Mirrors and windows are clean and free of markings, stains, or dust.
Restroom glasses are cleaned and/or refilled if necessary; they are always replaced for new arrivals.
Guest toiletries are neatly arranged (for example, by replenishing amenity lids or boxes and placing them on a face towel on the surface of the vanity or sink area). Vanity amenities are replenished, including shampoo, gel and conditioner. Cables such as cell phone chargers, hair straighteners, hair dryers, etc. are accommodated.
Furniture and room items are clean, free of stains or dust.
Coffee and tea machines are clean and stocked; the ice chest, tongs, and glasses are clean and in good conditions, with doilies according to the standard.
The terrace and its furniture are clean and well organized.
Doors to connecting rooms are double locked if not in use.
The appearance of the floor is clean, without residues of dust or any other material, it must be in good conditions without scratches or chips.
The black out curtains are left open, the freshness curtains are left closed once cleaning is finished during the day.
The maid cart is always in front of the room during cleaning or nightly turndown service; always with a sign on the door panel indicating that is working inside. It is recommended to leave the door open for hotels with closed corridors, and the door closed for rooms facing open corridors (mosquitoes, climate control). Doors open/closed at the GM discretionary.
The guest perceived a good service.
The collaborator shows a good level of competence and refinement.
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of empowerment.

CH 17 - HOUSEKEEPING (TURNDOWN SERVICE)

Room Number
Night service is automatic and guaranteed daily before 10:00 p.m. and starting at 6:00 p.m. or earlier.
The colleague enters the room following the standardized procedure (knock, announce, wait and repeat 3 times).
If there is a Do Not Disturb card or button is on, the colleague leaves a card (padlock) notification informing that the cleaning was not performed in order to respect their privacy, asking to contact concierge to request cleaning if needed.
If the colleague finds the guest, he/she greets by their last name appropriately, at least 3 times during the interaction (It is suggested at the beginning, during the interaction and when saying goodbye) and with a smile, he/she asks whether may enter to perform the cleaning service, or offers to come back later or asks for a more appropriate time to come back for cleaning service.
Staff is empathic, friendly and helpful with the guest, always offering a smile.
Be polite and make eye contact with the guest at all times.
The colleague removes and arranges the bedding and pillows (storing the cushions in the wardrobe, on the standing bench or assigned place). And performs courtesy in bed on both sides (folding of sheets).
Beyond the chocolate experience: Cards are placed every day of the week with a different card and an additional amenity according to the property (e.g. sleep kit with sleep mask, A&B amenity).
On the night before departure, a small framed personal star map is placed in place, showing the night sky of their first night at Breathless.
The employee performs night uncovering according to Breathless brand standards.
The colleague lays out a “sweet dreams” rug with the slippers on top—one rug for double beds and two for a king bed. If the room has a rug next to the bed, the sweet dreams rug is considered on the GM's discretionary.
The colleague organizes the bathroom, making sure to place the high-pile rug on the floor in front of the sink area.
Paper products are widely stocked; The colleague performs the courtesy of propping up the toilet paper in each cleaning. Handkerchiefs are only propped up on arrival.
The helper cleans bathroom areas, including sinks, countertops, fixtures, toilet, shower, mirror, etc.
The colleague cleans and verifies that the scale is working correctly (it must always be set in pounds, (does not apply in Ixtapa), except when we know that the guest prefers it in kg.
The colleague replaces used towels with clean towels (if the guest does not participate in the conservation program). Used towels should not be assembled as new to avoid confusion with the guest.
Empty or almost empty amenities are replenished (if they are less than 1/3 of the product or less than “2 fingers”).
The colleague cleans the garbage cans
Money in general, jewelry, personal documents and valuables will not be touched and a warning card is left stating that the guest must use the safe box.
Guest's discarded clothes and shoes will be discreetly organized.
Guest toiletries are neatly arranged (for example, by replenishing amenity lids or boxes and placing them on a face towel on the surface of the vanity or sink area).
Coffee and tea machines are clean and stocked; the ice chest, tongs, and glasses are clean and in good conditions, with doilies according to the standard.
The colleague adjusts the lights, turning on the ones in the headboard or the table lamp and those in the main hallway if it is a large or two-story suite, and turning off the others. TV and music channels are set according to Breathless brand overdraft standards.
All breakdowns such as burnt out bulbs, leaks, toilet failures, etc., must be reported to the maintenance department for prompt repair.
Basics: The colleague turns the TV on the Ashes & Snow channel and leaves the remote control and the channel guide, if it is printed --not digital, on the bed or on the nightstand.
Place a bottle of water and a rock glass upside down with its lace per person on the nightstand in the direction of the guest's place in bed, according to the exact location defined by the Hotel.
Replenish the stationery set such as sheets, envelopes, notepad and pen if necessary.
The staff refreshes the ice bucket on request or automatically for VIPs.
The colleague cleans or replaces the glasses.
The room has a fresh atmosphere due to its image and smell (Eurochem citrus).
For 5 Diamond hotels it is recommended to include some detail in the courtesy of the last night.
There is additional evidence of personalized services, albeit without figures of towel animals.
Arrivals after 9:00 p.m. will receive the night courtesy service performed.
The guest feels well served.
The appearance of the floor is clean, without residues of dust or any other material, it must be in good conditions without scratches or chips.
The black out curtains are left closed, the freshness curtains are left closed once the courtesy is over.
The maid cart is always in front of the room during cleaning or nightly turndown service; always with a sign on the door panel indicating that is working inside. It is recommended to leave the door open for hotels with closed corridors, and the door closed for rooms facing open corridors (mosquitoes, climate control). Doors open/closed at the GM discretionary.
The colleague shows a good level of competence and refinement.
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of empowerment.

CH 18 - LAUNDRY

LAUNDRY

Laundry service assistance is available from 7:00 a.m. to 5:00 p.m., 7 days a week. (24/7 for 5 Diamonds).
Same-day laundry is available 6 days per week.
Dry cleaning is available 5 days per week.
Express pressing and standard pressing services are available.
Shoe shine services are available – free for Preferred.
The phone call is answered according to the standard.
(If applicable) Staff confirms friendly whether the type of service is express or standard, and tells the difference in prices.
Confirms with the guest that laundry list is complete and includes their name and room number. The laundry list contains the prices of the service and a clause indicating that the Hotel cannot take accountability for clothes that fade or shrink, nor for ornaments or buttons that do not resist washing or ironing; neither for valuables left in clothing.
Addresses the guest by his/her last name during the initial greeting, at least once again during the interaction, and when sayng goodbye.
Staff confirms at what time the guest would like services returned by, and whether the type is express or standard.

SERVICE

Laundry/pressing/ironing service is collected within 10 minutes since guest's request; laundry staff informs guest of procedure if guest does not want to stay in the room (fill in the laundry form, put clothes in laundry bag, and it can be dropped off directly with concierge to guarantee prompt service).
If there is a Do Not Disturb card or button is on, the employee leaves a card (padlock) notification informing that has came to provide the service but did not knock the door in order to respect their privacy, or calls via telephone.
Staff has a neat, professional appearance with complete uniform and nametag when arriving to pickup or return garments. Valet service is available from 7:00 a.m. to 5:00 p.m.
Staff enters guestroom appropriately (knock or rings bell, announce, wait, repeat three times). If the DND sign is present, follow the correspondent procedure.
Staff displays a genuinely warm, friendly and interested manner, and gives the guest their undivided attention. Using the lastname of the guest during the interaction at least 3 times, at the beginning, when providing information and at the end of interaction.
Employee confirms with guest that the filled-out laundry list is in the bag.
Employee has a laundry form with them in case the guest is missing the form, and also brings a clean laundry bag to replace the used one.
Employee asks the guest if there are stains hard to remove on their clothes to inform in advance the conditions under which the clothes are taken.
Staff confirms at what time the guest would like services returned by, and whether the type is express or standard, and tells the difference in prices.
Staff is polite and make visual contact with the guest at all times.
Staff asks before leaving: "Can I do something else for you?" "May I assist you with anything else?"
The guest feels well served.

SERVICE LEFT IN THE ROOM - HOUSEKEEPING/CONCIERGE

In the event that the housekeeping / concierge finds a laundry bag on the bed, automatically communicates to the laundry for valet pick-up if the laundry has the guest's signature and laundry list.
Laundry bag on bed is automatically picked up by housekeeping/concierge provided it is accompanied by a filled in/signed request.

DELIVERY

The laundry is delivered within 24 hours or the same day if possible (Laundry time specified in the list or form), also suggests that the service is provided within 24 hours when possible (24Hrs for 5D), if the hotel has Laundry facilities (according to AAA standards).
Guests are informed by phone immediately if there is a delay that will prevent the garment from being returned within the requested delivery time, or any unusual circumstances, e.g. a stain could not be removed.
If a DND sign is present upon returning clothing, the employee leaves a card (padlock) notification informing that has came to provide the service but did not knock the door in order to respect their privacy.
Folded garments delivered in a basket, tray, or clean laundry bag or box (according to request).
Minor mending/button replacement provided automatically.
All laundry items appropriately cleaned, pressed and free of odor.
All collected items returned as requested and professionally presented (i.e. folded, on good quality hangers, etc.).
Personal items left in garments are returned securely to guests (e.g. money, business cards, etc.).
The clean and ready clothes are delivered according to the request marked by the guest on the service sheet.
The clothes are placed on hangers, covered with a plain sleeve.

GENERAL

Staff is polite and make eye contact with the guest all times.
Staff asks before leaving: "Can I do something else for you?" "May I assist you with anything else?"
Staff is empathetic, friendly and helpful with the guest always offering a smile, no sense of rush or hurry.
The guest perceived a good service.
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of empowerment.
The collaborator shows a good level of competence and refinement.

CH 19 - POOL/BEACH XHALE CLUB

Guests are requested to show the Xhale Club key before offering services. If you are not an Xhale Club guest, we kindly point you in the direction of Allure Beach.
Bali Bed and Bale Belong signs are in perfect condition. All facilities are properly signposted.
Staff has a dated, updated list of Bali Beds and Bale Belong reservations. (With clear indications of contracted services and courtesies). Staff members provide personalized service, using the guest's name at least 3 times during the interaction.
Each Bali Bed or Bale Belong reserved has a sign in excellent condition, high quality, with the guest's name (the room number is not placed on the public sign for security reasons, however, it will be available in the Beach Concierge listing to confirm the reservation).
ACT - CCV: There is disinfectant gel available for the use of the guest/collaborator in a presentation that is pleasing to the eye and according to the concept of the hotel at each counter.
The Bali Beds and Bale Belong have sound system and music available at guest's choice.
Meal service is available in the Bali Bed and Bale Belong. There is a menu available for upselling.
There is a menu of aromas to offer the service in the Bali Beds and Bale Belong (upselling).
Staff is trained to upsell, they make suggested sales to guests who do not have reservations. Guests do not feel pressured to purchase services.
Bali Beds and Bale Belongs have clean curtains in perfect condition (no stains or holes).
Assembly and service of the double beds meets the standard: white sheets, clean, without stains or holes.
Waiters frequently stop by the beds to offer services (if included).
Staff is friendly, courteous and respectful. They use the hotel phraseology.
Staff has general knowledge of hotel facilities, knows the cocktail and show of the day.
Security is on the beach 24/7, visible and attentive.
Pool circulation system should be safe and well calibrated.
It is mandatory that deep cleaning, chemical placement, and duct filtration be done at night, and avoid any form of cleaning during the day, other than picking up straws, trash, or other garbage.
Pools and hot tubs are clean and well maintained, free of damage and wear and tear (i.e., tile/mosaic flooring in good condition, lighting, etc.).
Pool water is clear, at a refreshing or comfortable temperature, and without excessive chemical odor.
Depth signs, pool rules, and lifeguard information (which we do not have or are not responsible for) are posted clearly, legibly, and conspicuously.
The pool area is clean and free of debris and service items with constant surveillance.
Beach chairs/beds at the main pool are arranged with beach towels folded at the start of the day (weather permitting).
Used towels are stored out of sight of the guest (regularly collected from baskets or those found abandoned in areas or chairs/beds).
There are high quality collection baskets in good condition and attractive presentation to collect used towels, conveniently located sufficiently close to the pool and/or beach areas.
There is an abundance of lounge chairs, tables and umbrellas, which are clean and in good condition. There is no need to reserve lounge chairs/chairs early in the morning due to insufficient equipment (should not be a cause for complaint).
The staff cleans and tidies the area, continually arranges unoccupied chairs which have no personal items to indicate that the guest will be returning.
There are enough high quality towels conveniently available; towel cards are not in use.
There is a shower in perfect condition (no leaks, rust or deterioration). There is a shower at the pool and/or beach. Drains are in good condition, functioning properly and free of debris.
Sinks and toilets are clean and in good working order.
A staff member offers to set up the sun lounger with towels, sun or shade.
A waiter service provides pool and/or beach service between 10 am and 6 pm daily, although extended hours may be available subject to operations discretion. Beverages and a "snack" with a written or oral menu are offered if the guest indicates an interest in food.
Complimentary water and fresh towels are always provided at least hourly by waiter or at a conveniently and fully deployed location.
In the pool area there is Breathless Branded music at an appropriate volume.

CH 20 - WAKE UP CALL

Live calls are available 24 hours a day.
Operator answers phone promptly within three rings or 30 seconds with a warm and sincere greeting and identifying the department (external calls).
An apology is extended if the call is not picked up or is on hold longer than 30 seconds.
Operator confirms guest's last name and uses it as appropriate throughout the call (at least 3 times, recommended at the beginning, while confirming information and at the end personalizing the call).
Operator asks appropriate questions and replies in a professional manner.Offer a second reminder
Operator anticipates guest’s needs or offers a personalized recommendation (e.g., anticipation of traffic on the way to the airport, etc.).
Operator is efficient yet unhurried and sensitive to the manner of the guest.
Operator confirms wake up call details during closing (room number, time, and any other special requests), and other special requests such as the second reminder call. Phraseology wake-up requests: "Mr./Mrs./Ms., guest's last name, we will call you back at time to room number."
Operator provides a warm and sincere closing using the guest’s last name and asking "Is there is anything else I can do for you?" or "May I assist you with anything else?" before hanging up.
The staff goes to the room if the guest has not answered the wakeup call within 5 minutes of the time requested; live calls are available 24 hours.(5D)
Message includes a warm and sincere greeting with the use of the guest’s last name.
Message includes time of call and weather.
Operator offers guest a second follow-up call, in 5, 10, or 15 minutes or other time as indicated by the guest.
All wake-up requests must be made within 5 minutes of tolerance of the time required by the guest. For standard 5D it must be punctual.
Operator anticipates guest’s needs or offers a personalized recommendation (according to the occasion). They offers to transfer their calls to the IRD to be scheduled (Bag pull, Service House and Departures, anticipate traffic on the way to the airport, etc.)
Operator is efficient yet unhurried and sensitive to the manner of the guest.
Operator provides a warm and sincere closing. Using guest’s last name and asks if there is anything else that can be done for the guest before ending the call.
There is additional evidence of personalized services (e.g. asking if the guest requires anything else, inquire if guests need bellmen services).
The quality of the call is optimal, there are no noises due to poor connection or wiring. There is no noise or distractions in the background.
ACT: Staff speaks English fluently and uses formal English accordingly (does not use slang, such as lady, madam, my friend, family, etc) and is able to speak the local language as well.
Corporate music for all calls on hold.
At goodbye, address the guest by their last name in la warm and sincere manner, ending the conversation with la pleasant phrase.

GENERAL

The guest perceived a good service.
The collaborator shows a good level of competence and refinement.
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of empowerment.

CH 21 - PHONE CALLS MISCELLANEOUS

Christmas/holiday phraseology from December 1st through January 6th.
Operator answers phone promptly within three rings or 30 seconds with a warm and sincere greeting and identifying the department (external calls). An apology is extended if the call is not picked up or is on hold longer than 30 seconds.
Operator confirms guest's last name and uses it as appropriate throughout the call (at least 3 times, recommended at the beginning, while confirming information and at the end personalizing the call).
In case the interlocutor requests for information that is necessary investigate, the operator asks for permission to put the call on hold.
If the caller is placed on hold, the operator returns to the call thanking for their time. The waiting time should not exceed 30 seconds. If the Operator doesn't answer within 30 seconds, then offers an apology.
The operator helps the guest to make and receive local and international calls, on request.
The hotel has an Express Concierge service for requests 24 hours a day.
Operator requests authorization from the interlocutor and thanks before putting the call on hold or transferring it. In the case of transferred calls, the operator announces the call to the department being transferred, with a short introduction on request from the interlocutor.
Corporate music plays for calls on hold, and the sound is optimal.
Background is free of noise or distractions.
Operator is warm, friendly, and considerate throughout the call. Voice tone is lively and denotes a smile expression.
Operator keeps professional manners (discreet conversations, no food during calls, etc.).
ACT: Operator speak clearly and have a good level of formal English, they do not use slangs or idioms (lady, madame, amigo, family, etc).
ACT: Operator speak clearly and have a good level of formal English, they do not use slangs or idioms (lady, madame, amigo, family, etc).
Operator has the relevant information of the day. (Opening hour of restaurants, night show, currency exchange, etc.)
The collaborator shows extensive knowledge of the area, attractions and services such as: tourist sites, airlines, sports, shopping centers, restaurants, bars, nightclubs, etc.
The collaborator can provide prices for services both inside and outside the hotel: romantic dinners, wines, car rental, golf, flower arrangements, etc.
Operator shows a sincere desire and compliance to all guest requests.
Operator anticipates caller’s needs or offers a personalized recommendation (shows interest by using appropiate questions).
Guest privacy is protected; the guest's personal data is confidential.
Staff provides timely and personalized follow-up to any request made by the guest according to what was promised (according to the response times of the hotel system). Operator informs the estimated time in which the request will be fulfilled.
The collaborator is efficient yet unhurried and sensitive to the manner of the guest
There is additional evidence of the personalized service and involvement of guests as individuals.
The guest perceived a good service.
The operator makes a courtesy call as a follow-up to close any incidents and asks the guest if there is anything else we can do for him/her before hanging up. (If courtesy call applies)
Operator provides warm and sincere thanks to guest for calling, and asks "Is there anything else I can do for you?" before ending the call, wishing the guest a good/happy day.
The collaborator shows a good level of competence and refinement.

CH 22 - HOT LINE (EXPRESS SERVICE)

The telephone is answered within the first 3 rings or 10 seconds, with a cordial and warm greeting and identifying the apartment. Greets using the guest's last name.
The operator confirms the guest's last name, addresses using it during the interaction at least 3 times, at the beginning, when providing information and at the conclusion of the service.
In the event that the guest requests information and inquiry is necessary, the operator requests permission to place the guest on hold.
If the guest is placed on hold, the operator returns to the call thanking them for their time. The hold time should not exceed 30 seconds. If you do not answer within 30 seconds you offer the guest an apology.
Christmas/holiday phraseology from December 1 through January 6.
The telephone operator has a list of emergency numbers for guests or collaborators, including consulates, embassies, major travel agencies, tour operators, hospitals, and all Hyatt IC properties.
The operator assists the guest in making and receiving local and international calls, upon request.
The hotel has an Express Concierge service for 24-hour requests.
The attendant requests authorization from the guest and thanks him/her before placing the call on hold or transferring it. In case of transferred calls, the operator announces the call to the transferring department, with brief introduction about the guest's request.
Calls on hold are set to corporate music.
No noise or distractions are perceived in the background.
The employee has a warm, polite, courteous and positive attitude. Tone of voice is animated and reflects a smile.
Employee maintains professional actions (discreet conversations, no eating during calls, etc.).
The employee speaks English and local language clearly and fluently.
The operator has the relevant information of the day. E.g. restaurant openings, night show, currency exchange, manager on duty, etc.
Co-worker uses guest's last name appropriately at least 3 times during the call.
Co-worker exhibits a sincere desire to fulfill all guest requests.
Co-worker anticipates guest requests or offers personalized recommendations; uses appropriate questions.
The associate exhibits extensive knowledge of the area, attractions and services including: tourist sites, airlines, sports, shopping, restaurants, bars, nightclubs, etc. This information is readily available in electronic format or in a physical compendium in good condition and attractive presentation.
The partner can provide prices for services both inside and outside the hotel: romantic dinners, wine, car rentals, golf, flower arrangements, etc. This information is readily available in electronic format or in a physical compendium in good condition and attractive presentation. The operator informs about the use of the Unlimited Connectivity APP and invites you to download it for easy access to hotel information.
The associate offers complete directions and a free map of the area; the concierge desk has an assortment of up-to-date brochures.
Guest privacy is protected; guest's personal information is kept confidential.
Staff member fulfills guest's special requests.
The employee follows up on all requests made by the guest in a timely and personalized manner as promised (according to the response times of the SGOHOTEL system). Operator informs the estimated time in which your request will be completed.
The staff member performs his/her work efficiently, without haste and according to the guest's manner.
Staff member says goodbye in a warm and sincere manner; asks the guest if there is anything else he/she can do for him/her before hanging up.
There is additional evidence of personalized service and involvement of guests as individuals.
The guest perceives good service.
Operator makes courtesy call as a follow-up to close incidents.asks guest if there is anything else he/she can do for him/her before hanging up.
Operator offers a warm and sincere closure, asks guest if there is anything else he/she can do for him/her before hanging up/wishing guest a happy rest of the day.
The staff respectfully checks the guest out of the room and wishes the guest a good day.
The operator displays levels of competence and refinement.
Operator provides warm and sincere thanks to guest for calling, and asks "Is there anything else I can do for you?" before ending the call, wishing the guest a good/happy day.
The collaborator shows a good level of competence and refinement.

CH 23 - BREAKFAST - BUFFET SERVICE

Restaurant Name
The Manager / Captain / Hostess is always on duty receiving and seeing off guests.
The Manager / Captain / Hostess welcomes the guest upon arrival at the restaurant in a time NOT exceeding 15 seconds, establishing visual contact and always smiling.
If there is a waiting line, host/ess makes eye contact with the guest and flash a discreet smile with a nod. Then organizes guest traffic, caring that the line is no more than 3 tables waiting.
The Manager / Captain / Hostess smiles and shows a genuinely warm, friendly welcome, and an interested manner while assigning the seating "Hello, good morning/evening/night, welcome to xxx <Name Restaurant>"
The Manager / Captain / hostess requests room number and records it in their standard form. "Sir, could you tell me your room number please?" Confirms by mentioning" Mr. XXX welcome. "
The Manager / Captain / hostess assigns the tables according to the guest's needs (Outside or inside, number of people).
Host/ess walks in front of the customer and make visual contact every 3 or 5 steps while walking to the table (If the flow of the guests allows it).
Host/ess assists guests with chairs and napkins upon seating, beginning by the ladies first and using the last name of the guests "Mss. <Last name> May I acommodate your napkin" if the guest thanks then the hostess will answer "Its my pleasure".
Host/ess invites guests to help themselves to the buffet upon seating (if applicable) "We have a buffet at your disposal" and briefly indicates the location of each station.

WAITER SERVICE

The waiter introduces themself by name and addressing the guest by last name, clearly, audibly, courteously and friendly "Welcome to XXX Restaurant my name is XXXX and it will be a pleasure to serve you". Must maintain eye contact.
The waiter offers and serves coffee/tea and an option of juice promptly after seating "Sr. <xxx> Juice or coffe/tea?". In case of not accepting orange juice, it offers 2 different options (5D).
Asks or confirms if the guest has any allergies, food restrictions, diet or special food requirements (if the answer is affirmative, asks specific questions and records it in the standard form).
If there were fewer people, the extra services would be removed from the table. "Are you waiting for someone else?, or "Only two people is correct?" Then the service is removed and placed on a tray, and the assembled services are lined up.
If the guest asks for tea, it is served within three minutes, [only in the case of breakfast tea, milk is served instead of lemon].
The staff keeps available the coffee service, tea and juice whenever it is necessary; must avoid that the guest has to request it.
Drinks do NOT have a straw, unless the guest requests it (in which case it must be biodegradable).
The waiter is capable of answering any question regarding the buffet and its ingredients, demonstrates a good knowledge of it, accommodates any reasonable request for something outside the buffet.
Service is organized and professional without being intrusive or repetitive; staff anticipate guests needs and inquires about guest satisfaction when is appropriate.
The waiter does the courtesy of the napkin, every time the guest gets up to the buffet, and replaces it if it falls to the floor.
The waiter assists the guest with the dishes when comes back from the buffet.
Service pace is smooth and progressing without excessive delay or rushing; dishes are cleared, cutlery is replaced, (during the 3 minutes immediately after having finished the dish or before the guest comes back with a new dish from the buffet) and beverages are refilled promptly.
The waiter anticipates the table cutlery setting when the guest needs it.
The waiter brings the necessary accessories to the table according to the dishes chosen by the guest.
Dishes are removed, utensils are changed, table space is cleared according to the needs of the guest (in the manner of the guest).
The coffee set is changed in case the first service has cooled down and requires it again.
The waiter will keep the table in optimal cleaning conditions.
Supervisory staff (Kitchen or Service), during breakfast, does an approach to make sure that the service is satisfactory and ask strategic questions to provide feedback (for example: based on SSH results and / or audits or on the selected foods) "Sr <Guest's last name>, was the fruit plate to your liking? Was the preparation of your omelette adequate?"
Buffet has various live cooking stations; staff is always present and warm.
Cooks at stations complies with the generic standards and standard phraseology.
The waiter leaves the table asking if something else is needed by the diners. "Is there anything else I can do for you?"
Guests are acknowledged and thanked sincerely by wait staff and/or host staff upon leaving the restaurant, using their last name, appreciates their visit by inviting them to return. "It was a pleasure to serve you Mr <Surname, name of the guest>, we are waiting for you again at (name of restaurant). Have a good day!"
The waiter clears and set the table within 3 minutes after the customer leaves the table.
The waiter carries standard utensils: Pen with corporate logo, orders.
Staff carry out their work making as little noise as possible, keeping an atmosphere according to the brand.
Staff is neat and professional in appearance, with full uniform and nametag according to the standard, with a professional posture.
ACT: Staff speaks English fluently and uses formal English accordingly (does not use slang, such as lady, madam, my friend, family, etc) and is able to speak the local language as well.
The employees smile and have a warm, caring, polite and positive attitude.
The collaborator shows a good level of competence and refinement (e.g.: helps carry the plate to the table, offers to bring the omelette to the table when ready, etc.)
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of empowerment.

CH 24 - BREAKFAST (A LA CARTE SERVICE)

Restaurant Name

WELCOME

The Manager / Captain / Hostess is always on duty receiving and seeing off guests.
The Manager / Captain / Hostess welcomes the guest upon arrival at the restaurant in a time NOT exceeding 15 seconds, establishing visual contact and always smiling.
If there is a waiting line, host/ess makes eye contact with the guest and flash a discreet smile with a nod. Then organizes guest traffic, caring that the line is no more than 3 tables waiting.
The Manager / Captain / Hostess welcomes the guest to the restaurant with a smile: "HOLA, Good Morning / Afternoon / Evening Welcome to Restaurant X".
The Manager/Captain/hostess requests a room number and records it in their standard form. "Could you tell me your room number and last name, please?"
The Manager / Captain / hostess assigns the tables according to the guest's needs (Outside or inside, number of people).
Host/ess walks in front of the customer and make visual contact every 3 or 5 steps while walking to the table (If the flow of the guests allows it).
Host/ess assists guests with chairs and napkins upon seating, beginning by the ladies first and using the last name of the guests "Mss. <Last name> May I acommodate your napkin" if the guest thanks then the hostess will answer "Its my pleasure".
The Manager / Captain / hostess indicates the name of the waiter who will attend the table by mentioning: "Mr<Last name of the guest>, <Name of the collaborator> will be your waiter this morning, enjoy your breakfast" While providing the menus to the guests, which are delivered open, in good condition and to the right starting with the ladies.

MAID SERVICE

The waiter introduces themself by name and addressing the guest by last name, clearly, audibly, courteously and friendly "Welcome to XXX Restaurant my name is XXXX and it will be a pleasure to serve you". Must maintain eye contact.
The waiter offers coffee and/or juice and serves immediately: "Mr. XXX, can I offer you coffee or juice?". If orange juice is not accepted, then offers 2 different options (5D).
Asks or confirms if the guest has any allergies, food restrictions, diet or special food requirements (if the answer is affirmative, asks specific questions and records it in the standard form).
If there were fewer people, the extra services would be removed from the table. "Are you waiting for someone else?, or "Only two people is correct?" Then the service is removed and placed on a tray, and the assembled services are lined up.
If the guest requests tea, it is served within three minutes.
Sweet bread is offered and served "Would you like sweet bread?" and asks for butter/jam preference.
The staff keeps available the coffee service, tea and juice whenever it is necessary; must avoid that the guest has to request it.
Drinks do NOT have a straw, unless the guest requests it (in which case it must be biodegradable).
Waiter asks if they are ready to order within the first 5 minutes after the guest took the table. If the answer is negative, he will offer help and make suggestions. "Would you like me to make some suggestions? " He will offer at most three options.
The order is taken from the ladies first and continues clockwise.
The waiter is able to answer any questions regarding the menu and its ingredients, demonstrates a good knowledge of it, ensures that the order is accurately taken including cooking preferences, and accommodates any reasonable request for something that is not on the menu.
The waiter will repeat the order to the diner. "Mr. [guest's last name] I repeat your order…… Is that correct?".
The guest is asked if they want White or Wholemeal toast to accompany their food "May I offer toasted bread with your food? Do you want it white or wholemeal?".
The waiter leaves the table asking if something else is needed by the diners. "Is there anything else I can do for you? I'll be back with his order in a moment…".
The waiter places the appropriate cutlery for the requested food.
Breakfast is served within 12 minutes of the guest ordering.
The waiter does courtesy of presentation of the dish before placing it on the table "Mr XXX fruit plate on a curry of xxxxx with xxxx". and warns the guest when the dish is hot. "The plate is hot, please be careful."
Service is organized and professional without being intrusive or repetitive; staff anticipate guests needs and inquires about guest satisfaction when is appropriate.
The presentation of the dish is in accordance with the menu description.
The waiter wishes the guest "Enjoy your food" or "Bon appetit."
The plates are removed when all the guests have finished eating or when the table is overloaded.
The pace of service is natural and progressive without delay or hurry; plates are removed on time (within 3 minutes after the course is finished or before the next course arrives), drinks are refilled promptly.
Staff carry out their work making as little noise as possible, keeping an atmosphere according to the brand.
The collaborators appear coordinated, organized, behaving on "stage", avoiding personal conversations, always attentive to the needs of the guests.
Guests are acknowledged and thanked sincerely by wait staff and/or host staff upon leaving the restaurant, using their last name, appreciates their visit by inviting them to return. "It was a pleasure to serve you Mr <Surname, name of the guest>, we are waiting for you again at (name of restaurant). Have a good day!"
The waiter clears and set the table within 3 minutes after the customer leaves the table.
Staff is neat and professional in appearance, with full uniform and nametag according to the standard, with a professional posture.
ACT: Staff speaks English fluently and uses formal English accordingly (does not use slang, such as lady, madam, my friend, family, etc) and is able to speak the local language as well.
The employees smile and have a warm, caring, polite and positive attitude.
The waiter carries standard utensils: Pen with corporate logo, orders.
The collaborator shows a good level of competence and refinement.
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of empowerment.

CH 25 - LUNCH OR DINNER

Restaurant Name

LUNCH OR DINNER - SERVICE

If the guest dials the restaurant, the Staff answers the phone within 3 rings or 10 seconds, with warm, friendly greetings and identification by name and restaurant.
An apology is extended if the call is not picked up or is on hold longer than 30 seconds.
The collaborator asks the guest for permission and thanks before putting the call on hold.
Corporate music is heard during any call on hold.
The collaborator shows sincere interest and gives the guest their undivided attention.
The contributor uses the guest's last name as appropriate.
The collaborator thanks the guest with polite phraseology before hanging up the call, e.g. “Thank you for calling Bordeaux and we are waiting for you soon” or “Thank you for calling Bordeaux restaurant and we look forward to seeing you soon.”
Staff is neat and professional in appearance, with full uniform and nametag according to the standard.
ACT: Staff speaks English fluently and uses formal English accordingly (does not use slang, such as lady, madam, my friend, family, etc) and is able to speak the local language as well.
The collaborators have a warm, polite and positive attitude.
The employees smile and show a sincere, friendly and warm demeanor.
Reservations are required only for tepanyaki tables, romantic dinners, Christmas, New Years, Sip, Savor, & See participants, and is recommended for large groups that want to dine together (more than 6 people); in other cases reservations are not necessary. Restaurants must accommodate the largest number of group diners and offer at least one group dining option at no additional cost.
Employees welcomes guests upon arrival at the restaurant; the assignment of tables or places on the waiting list and beeper is well organized and efficiently carried out (goal: within the first 2 minutes).
If there is a waiting line, host/ess makes eye contact with the guest and flash a discreet smile with a nod. Then organizes guest traffic, caring that the line is no more than 3 tables waiting.
In the case of a waiting list, a working pager (beeper) is automatically offered and a brief explanation is provided.
The collaborator will note the guest's room number and will also invite the guest to sit down or go for a pre-dinner drink.
There are comfortable waiting areas and seating within the restaurant or very near to it.
The collaborator applies the best criteria to enforce the restaurant's dress code, as indicated on the hotel's website.
The host must apply his/her judgment in accommodating guests as per the dress code, according to the dress code on the website.
The collaborator assists the guest to take a seat starting with the ladies first, and offers a chair for minors (if applicable).
The collaborator presents the menus to the guests in their language (mainly English and Spanish) and a wine list per table during dinner service.
If applicable, the employee or waiter offers the day specials or changes to the menu.
In the case of single guests, they are offered reading material in their own language (by the host). You are invited to sit at the center tables located in each restaurant to encourage Mix & Mingle.
The waiter introduces themself to the guests, offers them water, and takes their drink order promptly.
The variety of bread rolls or similar is offered, and fresh duyed butter (not packaged) is provided upon seating; ; may vary depending on the restaurant's theme.
The waiter gets a complete order within 10 minutes of the guest being seated, including cooking instructions and side dishes if applicable.
The waiter knows the menu very well; can answer typical questions about the food, ingredients and make suggestions to the guest's taste.
A courtesy from the chef is offered automatically after the order is taken.
Asks or confirms if the guest has any allergies, food restrictions, diet or special food requirements (if the answer is affirmative, asks specific questions and records it in the standard form).
The waiter or sommelier is very knowledgeable about the wine list, by the glass and bottle, and offers assistance to guests in selecting an option(s).
The wines by the bottle are opened in front of the table, identifying the grape and the vintage, presenting the bottle, and serving it appropriately.
Wines by the glass are appropriately presented, allowing the guest to taste the wine before filling the glass.
Cups are refilled in a timely manner.
House wines include 3 reds—1 cabernet sauvignon, 1 merlot, and a third variety (can be zinfandel, rioja, or pinot noir), 3 whites—1 chardonnay, 1 sauvignon blanc, and a third variety (can be pinot grigio, etc.), 1 sparkling and 1 rose for all brands and regions, unless otherwise posted.
The collaborators wil try to accomodate reasonable requests that are not shown on menus (substitutions, serving sizes, etc.).
The orders are correct and complete.
The collaborators are very attentive to the progress of the guest, for example, by refilling drinks, removing dirty dishes, and ensuring that all crockery, utensils and condiments arrives at the table on time.
In a timely manner, associates asks guest for feedback on service and quality.
The service is well organized and professional, without being intrusive or repetitive.
Drinks are promptly served on a tray.
At the end of the main courses, all the utensils and serving dishes are removed and the waiters automatically offer the guests dessert, coffee, tea, or digestifs.
The pace of service is natural and progressive without delay or rush.
The collaborators let guests know if there are any delays in food preparation time (e.g. more than 10-15 minutes between courses).
The manager and chefs (in uniform) are on sight during operating hours and displays service to the guest.
At least 2 restaurants offer an additional service during dinner, for example, warm and moist towels upon arrival at the restaurant, an amuse bouche entree, coffee flambé prepared in front of the table, a cart of liquors, desserts, or cheeses; and more additional services when possible for all brands (According to AAA, a 5-Diamond restaurant must have at least three special touches from the Chef, such as an amuse bouche, intermezzo, after-dinner confection, or other).
The collaborator and/or waiter/waitress acknowledges and sincerely thanks the guest when leaving and wishes them good night.

LUNCH OR DINNER - PRODUCTS AND FACILITIES

Menus and wine lists are clean, in good conditions and grammatically correct.
The menus promote a wide variety of dishes with a minimum of 3 courses: first course, main courses, and desserts.
The menus promote a variety of vegetarian dishes and other healthy options (Gluten Free, Nuts Free, Dairy free and Kocher friendly options should be identified with icons).
The menus promote a variety of sophisticated cooking techniques, including sautéing, creating sauces, mousses, and more.
It is necessary to consider that the menu holders and/or menus are made of ecological materials or that they are part of a sustainable chain.
All updated menus are available in Stay App.
Food and drinks are in accordance to descriptions or special requests by guests.
Food portions are good sized and consistent.
Foods are fresh and well cooked; with good flavor, texture, and color.
Foods incorporate fresh and local ingredients; there is no evidence of the use of convenience food (packaged).
Foods that incorporate exotic ingredients and those from the global market, including organic foods, are recommended.
Foods have attractive presentation on the plates.
Foods have artistic presentation on the plates.
Foods have a garnish and/or sauce (and it is highly recommended by AAA 4 and 5 Diamonds that each dish has a unique garnish and/or sauce, that the garnishes and sauces are not repeated in the dishes).
Food is served at proper temperature.
At least 1 restaurant offers trendy dishes such as 'Chef's Special' (may be seasonal).
Special Dining Experiences (e.g. Dining in the Dark) may be offered at an extra cost.
There are Chef's dinner specials that change at least seasonally (winter, spring, etc.), although it is suggested that they change daily or weekly when possible. It is best to use the phrase "Chef's special"
It is recommended that the most elegant restaurant has a "Chef's tasting" menu for hotels that are chasing 4 or 5 diamonds.
It is recommended that the most elegant restaurant has a "pairing" menu (dishes and their accompanying wines) for hotels that are chasing 4 or 5 diamonds.
Coffee / tea is hot and fresh, with options of milk or cream to suit the guest, and a variety of sugars.
Each restaurant has a “house specialty drink” and/or variety of liquors which are in accordance with the theme of the restaurant, for example, a variety of tequilas in Mexican restaurants (applies to Mexico) and a variety of digestifs in Italian restaurants and the lobby bars (Licor 43, Sambuca, Anisette, Limoncello, Amaretto, Cognac assortment, etc.)
All tables are complete and ready to serve; these are quickly collected at the guest's exit.
All tables display at least a touch of decoration (such as fresh flowers, never artificial ones) or candles (which are lit whenever the guest is seated).
Tables, chairs, and linens are clean and in good repair.
Tablecloths and napkins are made of high-quality materials (cotton/linen/polyester) in all restaurants at all times (with the exception of Barefoot Grill and Coco Café, which qualify as “snack bars”).
The tables have surfaces of high quality materials such as marble, stone, polished wood, etc., and are designer and in excellent condition, if they do not have linens.
Crockery and utensils are clean and in good condition.
Walls, floors, ceilings, windows, decorative fixtures, and other fixtures are clean, in good repair, and attractive.
Sound system works with appropriate music at good volume and with good sound quality.
Live music in some restaurants is a plus and highly recommended.
The temperature and air quality are comfortable, with discreet fans or air conditioning, and odor-free.
The restaurant is well lit.
Workstations are well organized, unobtrusive, and clean; it is highly recommended that they are also out of sight of the guest.
All a la carte restaurants feature a luxurious seated waiting area and in accordance with the brand and property.
The collaborator shows a good level of competence and refinement.
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of empowerment.

CH 26 - DINNER - A LA CARTE SERVICE

Restaurant Name

SERVICE

If the guest dials the restaurant, the phone is answered within 3 rings or 10 seconds, with a warm and friendly greeting and identifying yourself by name and the restaurant.
If the guest does not answer within 30 seconds, an apology is offered to the guest.
The employee asks the guest's permission and thanks him/her before placing the call on hold.
Corporate music is played during any call on hold.
Employees smile and display a sincere, friendly and warm demeanor.
The associate uses the guest's last name during the conversation.
The associate thanks the guest with polite phrasing before hanging up the call, e.g., "Thank you for calling Bordeaux and we look forward to seeing you soon." or "Thank you for calling Bordeaux restaurant and we look forward to seeing you soon."
Staff have a professional image with name badge and full uniform.
Staff - host(s) and waiters - speak clearly and with a good level of English.
Employees have a warm and friendly, polite and positive attitude with a full uniform and name badge.
Employees smile and display a sincere, friendly and warm demeanor.
Staff welcome guests upon arrival at the restaurant. The assignment of tables or place on the waiting list and beeper is well organized and efficiently accomplished (goal: within 2 minutes).
If there is a wait, guests in line will be recognized by a gesture or greeting; the host controls (manages) the guest traffic.
In case of a waiting list, a working beeper is automatically offered and provides a brief explanation.
The host will take down the guest's room number and also invite the guest to sit down or go enjoy a pre-dinner drink.
There are comfortable waiting areas and seating inside the restaurant or in close proximity to the restaurant.
The host must apply his/her judgment in accommodating guests as per the dress code, according to the dress code on the website.
The host/ess assists the guest in seating starting with the ladies first.
The host introduces guests to the menus in their language, and a wine list per table during dinner service.
If applicable, the host or waiter offers daily specials or changes to the menu.
In the case of single guests, they are offered reading material in their own language (by the host). You are invited to sit at the center tables located in each restaurant to encourage Mix & Mingle.
Conversation games or cards are offered at the restaurant tables to add a fun twist to evening conversation or to encourage new contacts.
The waiter introduces himself to the guests, offers them water, and asks for their drink order promptly (natural water and there is also a choice of commercial branded mineral water, e.g. Cristal).
There is a variety of rolls or similar, and fresh duyada butter (not packaged) is provided at seating; it may vary depending on the theme of the restaurant.
Waiter served drinks promptly and on a tray.
The waiter gets a complete order within 10 minutes of the guest being seated, including cooking instructions and garnishes if applicable.
If a guest does not order all the times, the waiter asks at what time he wants his food to be served. For example, if a guest orders only a starter and soup, he asks if he wants his soup to arrive with the main courses of the rest of the table.
Contributors try to honor reasonable requests that do not appear on menus (substitutions, portion sizes, etc.).
The waiter is very knowledgeable about the menu; can answer typical food questions, ingredients and make suggestions to suit the guest's taste.
Asks or confirms if you have any allergies, dietary restrictions, diet or special dietary requirements (if yes, asks specific questions and records in their standard format).
The waiter or sommelier is very familiar with the wine list, by the glass and bottle, and offers assistance to guests in selecting an option(s).
Wines by the bottle (upsell) are opened in front of the table, identifying the grape and vintage, presenting the bottle, and serving it appropriately (to the host, ladies, gentlemen).
Wines by the glass (house wine) are presented appropriately, allowing the guest to taste the wine before filling the glass.
Glasses are refilled in a timely manner.
House wines include 3 reds-1 cabernet sauvignon, 1 merlot, and a third varietal (may be zinfandel, rioja, or pinot noir), 3 whites-1 chardonnay, 1 sauvignon blanc, and a third varietal (may be pinot grigio, etc.), 1 sparkling, and 1 rose for all brands and regions, unless otherwise posted.
Staff inform guests if there are any delays in food preparation time (e.g. more than 10-15 minutes between rounds).
"The complements to the food are placed before the food reaches the table.
If the food requires a change of cutlery, this is done before the food is served."
If the food requires a change of cutlery, this is done before the food is served.
Orders are correct and complete.
Staff are very attentive to the sequence of guest service, for example, refilling drinks, removing dirty dishes, and ensuring that all dishes, utensils and condiments arrive at the table on time.
Drinks are promptly served on a tray.
In a timely manner, employees solicit guest feedback on service and quality.
Service is organized and professional, without being intrusive or repetitive.
Staff inform guests if there are any delays in food preparation time (e.g., more than 10-15 minutes between rounds).
At the end of entrees, all utensils and serving dishes are removed and waiters automatically offer guests dessert, coffee, tea, or digestives.
The rhythm of service is natural and progressive with no delays or rushing.
The manager and chefs (properly uniformed) are visible during operating hours and provide guest service.
At the end of the main courses, all utensils and serving dishes are removed and waiters automatically offer guests dessert, coffee, tea, or digestives.
At least 1 restaurant offers an additional service during fine dining, e.g., warm, damp towels upon arrival at the restaurant, an amuse bouche starter, coffee flambeé prepared at the table, a liquor cart, desserts, or cheeses; additional services are recommended when possible (according to AAA, a 5-diamond restaurant must have at least three special touches from the chef, such as an amuse bouche, intermezzo, after-dinner confection, or other).
The host and/or waiter acknowledges and sincerely thanks the guest upon departure/wishes them good night.

PRODUCTS AND FACILITIES

Menus and wine lists are clean, in good condition and grammatically correct.
Menus promote a wide variety of dishes with a minimum of 3 courses: appetizers, entrees, and desserts.
Menus promote a variety of vegetarian dishes and other healthy options.
Menus promote a variety of sophisticated cooking techniques, including sautéing, creating sauces, mousses, and more.
All menus are available on StayApp and are up to date.
Consider menu holders and/or menus that are made from eco-friendly materials or are part of a sustainable chain.
Food and beverages are according to the descriptions or special requests of the guests.
Food portions are of good size and consistent.
Food is fresh and well cooked; with good flavor, texture, and color.
Food incorporates fresh and local ingredients; there is no evidence of the use of convenience foods (e.g., all butter must be used).
Foods incorporate exotic and global market ingredients, including organic foods.
Food has attractive presentation on plates.
Food has artistic presentation on plates.
Food has a garnish and/or sauce (and it is highly recommended by AAA 4 and 5 diamonds that each dish has a unique garnish and/or sauce, and that garnishes and sauces are not repeated on dishes).
Food is served at the correct temperature.
There are Chef's specials for dinner which change daily or weekly.
There are Chef's dinner specials that change at least seasonally (winter, spring, etc.), although it is suggested that they change daily or weekly when possible. It is best to use the phrase "Chef's special".
It is recommended that the most elegant restaurant have a "pairing" menu (dishes and their accompanying wines) for hotels that are looking for 4 or 5 diamonds.
It is recommended that the fancier restaurant have a "Chef's special" menu for hotels that are looking for 4 or 5 diamonds.
Coffee/tea is hot and fresh, with choices of milk or cream to the guest's taste, and a variety of sugars.
Each restaurant has a "house specialty drink" and/or variety of liquors which are in keeping with the theme of the restaurant, for example a variety of tequilas in the Mexican restaurants (applies to Mexico) and a variety of digestifs in the Italian restaurants and lobby bars (Licor 43, Sambuca, Anisette, Limoncello, Amaretto, assorted cognac, etc.).
All tables are complete and ready for service; these are promptly picked up upon guest departure.
All tables display at least a touch of decoration (such as fresh flowers, never artificial) or candles (which are lit whenever the guest is seated).
Tables, chairs, and linens are clean and in good condition. Tables and chairs are stable and fixed.
Table linens and napkins are made of high quality materials (cotton/linen/polyester) in all restaurants at all times (with the exception of Barefoot Grill and Coco Café, which qualify as "snack bars").
Tables have surfaces of high quality materials such as marble, stone, polished wood, etc., are designer and are in excellent condition, if the restaurant does not use table linens.
Crockery and utensils are clean, shiny and in good condition.
Walls, floors, ceilings, windows, decorative fixtures and other fixtures are clean, in good condition and attractive.
Sound system is working with appropriate music at good volume and sound quality.
Live music in some restaurants is a plus and highly recommended.
Temperature and air quality are comfortable, with discreet fans or air conditioning and free of odors.
The restaurant is well lit.
Workstations are organized, unobtrusive and clean; it is highly recommended that they also be out of sight of the guest.
The collaborator shows levels of competence and refinement.
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of empowerment levels.

CH 27 - BREAKFAST BUFFET: PRODUCT & FACILITIES

Signs are clean, consistent, current, and grammatically correct.
It has an attractive presentation throughout the operating time.
It has a clean appearance and the displayed food is easily accessible for the guest.
The displayed foods are clearly identified. Tent Cards has professional presentation, aligned in two languages [English first]
The presented foods and their identifiers labels are aligned and match.
The [non-plastic] decorative elements are clean and match the restaurant concept or theme offered.
Adequate croquery is available in each section of the buffet, it is dry and in excellent condition. Dishes in cold area are cold.
ACT - CCV: There is a sanitizing gel dispenser at both ends for access to the buffet.
ACT - CCV: The utensils used for scooping are appropriate, clean, in good condition and available at all times. The tongs and their plate are replaced at least every 20 minutes.
Nono´s: The presence of tip cans in bars (kitchen / bars) is unacceptable. (Includes money left on the bar or facilities as an invitation to guests.
NONO's: Do not present complete animals with heads on the buffet, for example: piglet. If you serve whole fish, it should be without eyes and teeth.
The buffet area is clean, well presented, and protected for hygiene purposes.
The buffet elements are refreshed so that they always look well presentable.
Containers are refilled / replaced when they are 1/3 full. If these are replaced, one is exchanged for the other at the time.
The buffet is well stocked with hot plates, appropriate crockery and serving utensils.
The buffet is well stocked with hot dishes, appropriate tableware and serving utensils.
There are good options of dishes, including fresh fruits, cereals, breads, cakes, cold cuts, egg options, local dishes, gourmet, etc. The buffet includes all the dishes specified in N-BF-03 REGULATIONS FOR ASSEMBLING A BREAKFAST BUFFET.
The buffet features several live cooking stations; cooks at these stations are always present and properly uniformed.
There are options for fresh natural juices, including orange juice, and at least 2 other options available.
There is a smoothie station, preferably that the smoothies are made instantly, the station must be facing the guest, except that, due to insufficient budget, areas, lack of personnel or operations tools, it is possible to place the previously processed product for presentation highly attractive and properly labeled. Another alternative is to have an a la carte menu of smoothies (Dreams, Secrets, Now, Sunscape).
All the breakfast buffet restaurants have a "Bloody Mary" and "Mimosa" station, wich includes sparkling wine, orange juice, vodka, tomato juice, and assembly of their sauces, garnishes, and crockery (eg English sauce, Tabasco , lemons, ice, tongs, champagne glasses, etc.). (Dreams, Secrets, Now, Sunscape).
Coca-Cola soft drinks (Coke, Sprite, Fanta).
Water: All restaurants have commercially branded mineral water (e.g. Cristal). Only French restaurants may have Perrier water available. Only Italian plus restaurants may offer St. Pellegrino water).
Beers: Modelo, Corona, and a light Mexican option (MX only); Presidente and/or Bohemia (DR); Red Stripe (JAM); Amstel/Amstel Light (CUR); bottled, and on tap when possible.
Bud light and Budweiser (or its American beer equivalent - Miller Light, Coors Light or other, only on particular occasions); in bottle and on tap if possible.
Sauces: Tabasco, A-1
Ketchup, Jalapeño, mustard, and mayonnaise: Heinz, McCormick, and Hellmann's.
Kellogg's cereals.
Yogurt: Danone/yoplait; Yoka in the DR.
Our brand of sugars and water.
The chef who maintains the buffet knows the composition of the dishes presented
The chefs who serve the buffet greet the guest with a "Hola, how can I help you?"
The cook who maintains the buffet is friendly, courteous and must maintain eye contact
The chefs who serve the buffet wear a complete uniform [hat, net, apron, badge] impeccable. Fresh face and overall appearance.
A la carte: Menus are clean, in good repair, and grammatically correct.
A la carte: Food and drinks are in accordance to the descriptions of the menus; the portions are a good size and consistent.
A la carte: the food is carefully distributed on the plates; the presentations have attractive images.

GENERAL

The food is fresh and well cooked; with good flavor, texture and color.
Food is served at proper temperature.
Coffee / tea is offered by the waiter.
The coffee / tea is hot and fresh with milk or cream at the guest's request, and sugar options (normal, muscovado, and light, e.g. Splenda).
There are at least 3 varieties of individual jams on each table.
All tables are complete and ready to serve; These are quickly collected when the guests leave.
All tables show at least a touch of decoration (such as fresh flowers, never artificial).
Tables, chairs, and linens are clean and in good repair.
Crockery and utensils are clean and in good condition.
Reading material (printed or digital) is available for 4D and 5D hotels.
Walls, floors, ceilings, windows, decorations, and other facilities are clean, in good repair, and attractive.
In response to any gratitude from the guest and among collaborators, they must answer "IT'S A PLEASURE"
Shows a well organized and team-working appearance.
Collaborators carry out their work making as little noise as possible, maintaining the atmosphere according to the brand.
A checklist of the area is made and minutes daily (documented based on standard format).
Sound system works with appropriate music at good volume and with good sound quality.
The temperature and air quality are comfortable, with discreet fans or air conditioning, and odor-free.
The restaurant is well lit.
Workstations are organized, discreet, and clean.

CH 28 - LUNCH BUFFET

Restaurant Name

STAFF

Staff is neat and professional in appearance, with full uniform and nametag according to the standard, with a professional posture and never turning their back on the guest area.
ACT: Staff speaks English fluently and uses formal English accordingly (does not use slang, such as lady, madam, my friend, family, etc) and is able to speak the local language as well.
The collaborators smile and have a warm, accommodating, polite and positive attitude.
The collaborators do their work without exaggerated noise.
The collaborators appear coordinated, organized, behaving on "stage", avoiding personal conversations.
The Manager / Captain / Hostess is always on duty receiving and seeing off guests.

WELCOME TO THE RESTAURANT

The Manager / Captain / Hostess receives the guest upon arrival at the restaurant in a time NOT longer than 15 seconds. The welcome is agile and friendly.
The Manager / Captain / Hostess welcomes the restaurant with a smile: "Good Morning Welcome to the Restaurant <restaurant name>",
The Manager / Captain / Hostess asks for the guest room number and marks it on the previously printed list "Mr. Could you tell me your room number?"
The Manager / Captain / Hostess assigns the tables according to availability and guest preference, and asks it they wants a table inside or outside (if applicable).
If there is a waiting line, host/ess makes eye contact with the guest and flash a discreet smile with a nod. Then organizes guest traffic, caring that the line is no more than 3 tables waiting.
The collaborator walks in front of the customer and make visual contact every 3 or 5 steps while walking to the table (If the flow of the guests allows it).
The Manager / Captain / Hostess / waiter does chair courtesy.
Hostess performs courtesy with napkins to the right of each diner, ask before performing courtesy of napkin “Mrs. <surname> May I?” The napkin should be taken from the upper right part with the tweezers or with only two fingers (thumb and index) to later be carefully placed on the diner's legs.

ONCE IN THE TABLE

The waiter introduces themself by name and addressing the guest by last name, clearly, audibly, courteously and friendly "Welcome to XXX Restaurant my name is XXXX and it will be a pleasure to serve you". Must maintain eye contact.
The waiter asks the guest if they expect someone else. In case of not waiting for more people, the extra services are removed and placed in a tray, the assembled services are aligned.
Asks or confirms if the guest has any allergies, food restrictions, diet or special food requirements (if the answer is affirmative, asks specific questions and records it in the standard form).
The waiter offers natural and/or mineral water and serves immediately "Mr. XXX, can I offer you natural or mineral water?"
"The waiter offers additional drinks to the water within 2 minutes
after the guest has taken a seat. Waiter offers drinks of the day."
The drinks do NOT have a straw, unless the guest requests it (in that case it must be biodegradable and made of paper).
The collaborator invites guests to the Buffet indicating "We have a buffet at your disposal" and briefly points out the location of each station with an open hand.
The waiter does the napkin courtesy, touching it only by the ends, every time the guest gets up from the table, it is only replaced if it falls to the floor.
The waiter leaves the table asking if anything else is needed by the diners. "Anything else I can help you with?" and then wishes the guest "Enjoy your food".
In a buffet, the dishes are removed every time the guest vacates them.
The staff keeps available the water and drinks whenever necessary, must avoid that the guest has to request it. Drinks are refilled on time whenever the glass is 3/4 full.
At the buffet: During the 3 minutes immediately after finishing the dish or before the guest comes with a new dish, the utensils are changed and space is cleared on the table.
The service is well organized and professional, caring not to interrupt; the collaborators anticipate the requests of the guests.
Someone from a supervisory level, during the service, approaches and asks strategic questions to provide feedback on the service.

GENERAL

The Waiter / Captain / Hostess addresses the guest by his/her last name appropriately (at least 3 times) during the interaction. It is recommended when welcoming, during the interaction and the third time at the end of the service.
The buffet features several live cooking stations; the cooks at these stations are always present.
Cooks at stations adhere to generic standards and standard phraseology.
No tip containers in sight.
The waiter says goodbye to the guest, using their last name, when they leaves the restaurant, thanks for their visit, inviting them to return. "It was a pleasure to serve you Mr. <Last name, guest name>, we look forward to seeing you again at (restaurant name). Have a nice day!"
The waiter clears and set the table within 3 minutes after the customer leaves the table.
The collaborator shows a good level of competence and refinement (e.g.: helps carry the plate to the table, offers to bring the omelette to the table when ready, etc.)
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of empowerment.

CH 29 - LUNCH (SPECIFIC)

LUNCH BUFFET - SPOON - SERVICE

Employees have a professional image with badge and full uniform (according to Breathless Uniform Catalogue).
Employees speak clearly and with a good level of English.
Employees have a warm and friendly, polite and positive attitude.
Employees smile and display a sincere, friendly and warm demeanor.
Employees use respectful and appropriate verbal and body language at all times. Hugging or inappropriate touching of guests is not permitted.
Employees welcome guests in a timely manner and accommodations are efficient and organized.
In the event of a wait, guests in line will be recognized by a gesture or greeting; the hostess controls (manages) guest traffic.
The hostess performs a check-in. For this purpose, the hostess politely and discreetly asks for the guest's room number as well as the number of guests.
The staff member appropriately uses the guest's last name at least 3 times during the interaction with the guest.
The hostess/ess assists guests to be seated and performs napkin courtesy, beginning with the ladies.
The host/hostess invites guests to the buffet after seating them.
The pace of service is natural and progressive without being slow or rushed; plates are cleared, utensils are changed, and drinks are refilled on time.
Service is organized and professional without being intrusive or repetitive; staff anticipate guests' requests and inquire about their satisfaction levels when appropriate.
The buffet features several live cooking stations; cooks at these stations are always present and properly uniformed.
Guests are recognized and thanked by the host and/or waiter upon leaving the restaurant.

LUNCH BUFFET - SPOON - PRODUCT & FACILITIES

Signage is clean, uniform, up-to-date and grammatically correct. They are presented in English and the local language. There are hot surface warning signs where applicable.
The buffet area is clean, well presented, and sufficiently protected for hygienic purposes.
Buffet dishes are replenished in a timely manner.
The buffet is well stocked with hot dishes, appropriate tableware and serving utensils.
Food is fresh and well cooked; with good flavor, texture and color.
Food is served at the correct temperature.
Water is offered by the waiter automatically.
Drinks other than water are offered by the waiter.
All tables are complete and ready for service; they are picked up promptly when guests leave.
All tables display at least a touch of decoration (such as fresh flowers, never artificial) or candles (which are lit whenever the guest is seated).
Tables, chairs, and linens are clean and in good condition. Tables and chairs are stable and fixed.
Table linens and napkins are made of high quality materials (cotton/linen/polyester) in all restaurants at all times (with the exception of Barefoot Grill and Coco O Nook Café, which qualify as "snack bars").
Tables have surfaces of high quality materials such as marble, stone, polished wood, etc., are designer and are in excellent condition, if the restaurant does not use table linens.
Crockery and utensils are clean, shiny and in good condition.
Walls, floors, ceilings, windows, decorations and other fixtures are clean, in good condition, and attractive.
Sound system works with appropriate music at good volume and sound quality.
The temperature and air quality are comfortable, with discreet fans or air conditioning, and free of odors.
The restaurant is well lit. There are no burned out light bulbs.
Workstations are organized, unobtrusive and clean. Including the warriors.

LUNCH BAREFOOT GRILL - SERVICE

Employees have a professional image with badge and full uniform (according to Breathless Uniform Catalogue).
Employees speak clearly and with a good level of English.
Employees have a warm and friendly, polite and positive attitude.
Employees smile and display a sincere, friendly and warm demeanor.
Employees welcome guests in a timely manner.
The employee uses the guest's last name appropriately at least 3 times during the interaction with the guest.
The pace of service is natural and progressive without being tardy or rushed; dishes are cleared, utensils are changed, and drinks are refilled in a timely manner.
Service is organized and professional without being intrusive or repetitive; staff anticipate guests' requests and ask them about their satisfaction levels when appropriate.
The Barefoot Grill area has at least one live cooking station; cooks at this station are always present and properly uniformed.
Guests are acknowledged and thanked by staff upon leaving the Snack.

LUNCH BAREFOOT GRILL - PRODUCT AND FACILITIES

Employees have a professional image with name badge and clean and complete uniform. (In accordance with the Breathless Uniformity Catalog).
Signage is clean, uniform, up-to-date and grammatically correct. They are presented in English and the local language. Hot surface warning signs are posted where applicable.
The buffet area is clean, well presented, and sufficiently protected for hygienic purposes.
Buffet dishes are replenished in a timely manner.
The buffet is well stocked with hot dishes, appropriate tableware and serving utensils.
Food is fresh and well cooked; with good flavor, texture and color.
Food is served at the correct temperature.
All tables are complete and ready for service; they are cleared promptly when guests leave.
All tables display at least a touch of decoration (such as fresh flowers, never artificial).
Tables and chairs are clean and in perfect condition.
Tableware and utensils are clean, shined and in good condition.
Walls, floors, ceilings, decorations and other fixtures are clean, in good condition, and attractive.
Sound system works with appropriate music at good volume and sound quality.
Workstations are organized, unobtrusive, and clean. Including the mess area (should be located in an inconspicuous area).

CH 30 - LUNCH A LA CARTE - SERVICE

STAFF

Employees have a professional image with a badge and complete uniform with a professional posture and never turning their backs on the guest area.
ACT: Staff speaks English fluently and uses formal English accordingly (does not use slang, such as lady, madam, my friend, family, etc) and is able to speak the local language as well.
The collaborators smile and have a warm, accommodating, polite and positive attitude.
The collaborator uses the guest's last name during the conversation.
The collaborators do their work without exaggerated noise.
Collaborators perceive themselves as coordinated, organized, behaving on "stage", avoiding personal conversations.
The Manager / Captain / Hostess is always on duty receiving and seeing off guests.

WELCOME TO RESTAURANT

El Gerente / Capitán / Hostess recibe al huésped a su llegada al restaurante en un tiempo NO mayor a 15 segundos.
The Manager / Captain / Hostess welcomes the restaurant with a smile "Good Morning Welcome to the Restaurant <name of the restaurant>",
The Manager / Captain / Hostess requests room number and confirms last name, registers it in its standard format. "Mr. Could you tell me his room number. Mr. Smith, welcome to the restaurant ______"
The Manager / Captain / Hostess assigns the tables according to availability and guest preference, if applicable, ask if you want a table inside or outside (if applicable).
If there is a waiting line, make eye contact with the guest and flash a discreet smile with a nod and organize guest traffic. Taking care that the line is not more than 3 tables waiting.
Once the guest's last name has been identified, you must use it to guide you to the table and inform the waiter to be registered at the top of the order or in the standard format.
Collaborator walks in front of customers and makes eye contact with them every 5 steps while leading them to the table. (If the flow of guests allows it).
Collaborator offers help to the guest with the chairs and with napkin service starting with the ladies using the guest's last name during the interaction "Mr. Smith, may I accommodate your napkin? If the guest thanks, he will respond "It's a pleasure".
The Manager / Hostess mentions to the clients the name of the waiter who will serve them. "In a moment you will be attended by Mr. (name of the waiter) who will be his waiter."
The collaborator provides the open menus to the guests to the right of the diner starting with the ladies.
Menus promote a variety of vegetarian dishes and other healthy options (Gluten Free, Nuts Free, Dairy free and Kocher friendly options should be identified with icons)
It is necessary to consider that the menu holders and/or menus are made of ecological materials or that they are part of a sustainable chain.

IN THE TABLE

The waiter introduces himself to the guest by name and calling the guest by his last name in a clear, audible, courteous and friendly way "Welcome to XXX Restaurant my name is XXXX and it will be a pleasure to serve you". She must maintain eye contact.
Does the waiter ask the guest if they are expecting someone else? In case of not waiting for more people, the extra services are removed and placed in a tray, the assembled services are aligned.
Ask or confirm if you have any allergies, food restrictions, diet or special food requirements (if the answer is positive, ask specific questions and record in your standard format).
The waiter offers natural and/or mineral water and serves immediately "Mr. XXX, can I offer you natural or mineral water?
The waiter offers additional drinks to the water within 2 minutes after the guest has taken a seat, the waiter mentions the drinks of the day.
The waiter delivers drinks within 4 minutes of taking the order. The drinks do NOT have a straw, unless the guest requests it (in that case it must be biodegradable and made of paper).
The server is able to answer any questions regarding the menu and its ingredients, demonstrates a good knowledge of it, accommodates any reasonable request for something that is not on the menu and ensures that the order is taken correctly including cooking preferences.
The waiter takes the order starting with the ladies and continues clockwise. He confirms the order: "Mr. [guest's last name] I repeat his order..." is that correct?" He closes the service by mentioning "I'll be back with his order in a bit."
The variety of rolls or similar is offered, and fresh duyed butter (not packaged) is provided; may vary depending on the theme of the restaurant (for example, oil and balsamic for Italian). It is served on the left side of the diner.
The collaborators inform the guest if there is any delay in the preparation time of the food (for example, more than 10-15 minutes between rounds).
Food accessories are placed before the food reaches the table.
The waiter courtesy presents the dish before placing it on the table and warns the guest when the dish is hot. "The dish is hot, please be careful" Complete and correct guest orders will be served in a timely manner and with all requested condiments (ketchup, sauce, etc.).
Foods have attractive presentations on the plates.
Foods have artistic presentations on the plates.
Food is served at the correct temperature.
If the food requires a change of cutlery, it is done before the food is served.
The orders are correct and complete.
He leaves the table asking if anything else is offered to the diners. "Anything else I can help you with?" and she wishes the guest "Enjoy your food".
The waiter does the napkin courtesy (touching it only by the ends), every time the guest gets up from the table, it is only replaced if it falls to the floor.
The dishes are removed when all the guests have finished or it is done in the guest's way.
It will maintain the service of water and drinks whenever necessary, it must avoid the client having to request it. Drinks are refilled on time whenever the glass is 3/4 full.
In lunch a la carte: The waiter marks the service before the change of each dish.
At the end of the main courses, all the utensils, serving dishes, salt and pepper shakers are removed and the waiters automatically offer guests dessert, coffee, tea, or digestifs.
Associates are very attentive to the progress of the guest, for example, refilling drinks, removing dirty dishes, and ensuring that all crockery, utensils, and condiments arrive at the table on time.
The service is organized and professional, taking care not to interrupt; the collaborators anticipate the requests of the guests.
Someone from supervision level, during the service, approaches and asks strategic questions to provide feedback to the service (for example: based on SSH results and/or audits).
The Manager / Captain / Hostess approaches the table to make sure that the service is satisfactory. Ask specifically about the food selected by the guest "Mr. XX, do you like the food? Is there anything else I can do for you?"

GENERAL

The Waiter / Captain / Hostess addresses the guest by his/her last name appropriately (at least 3 times) during the interaction, it is recommended when welcoming, during the interaction and the third time at the end of the service.
The waiter says goodbye to the guest, using his last name, when he leaves the restaurant; he thanks him for his visit, inviting him to return. "It was a pleasure to serve you Mr. <Last name, guest name>, we look forward to seeing you again at (restaurant name). Have a nice day!"
The waiter cleans and clears the table within 3 minutes after the customer leaves the table.
All tables are full and ready to serve; these are quickly collected at the guest's exit.
All tables display at least a touch of decoration (such as fresh flowers, never artificial ones) or candles (which are lit whenever the guest is seated).
Tables, chairs, and linens are clean and in good repair.
Crockery and utensils are clean and in good condition.
Walls, floors, ceilings, windows, decorative fixtures, and other fixtures are clean, in good repair, and attractive.
The contributor shows levels of competence and refinement.
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of empowerment.

CH 31 - RESTAURANT - GENERAL

Basics: Specialty restaurants open until 23:00 Hrs
ACT - CCV: All restaurants will have sanitizing gel at the main entrance in an attractive and professional presentation for guest use; staff should not insist on guests using it.
All the restaurants have logos and signage with a professional, attractive, modern presentation, in accordance with the hotel's concept and in perfect condition.
All restaurants will have wireless telephones.
At the entrance and interior of the consumption centers, there is signage in accordance with the anti-smoking law.
Basic: All restaurants have printed signage, clean and with the correct information, indicating hours of operation and dress code in a highly visible place, such as on the podium or the restaurant door (identical to those that appear on the electronic pages of Inclusive Collection, matching the Service Directory and QR APP
If restaurants are closed for days, or in emergencies (eg, using the restaurant as an event venue), they should advertise this information with professional-looking, printed signage, while promoting the restaurants that are open for the night.
Basics: All hotels participate in the gastronomic festivals of the annual corporate program.
Basics: Products for consumption of brands of American taste according to the standard. Service designed for the American market. However it is possible to adapt it in season of national tourism or other markets (depending on the destination).
All restaurant signage is grammatically correct and with proper spelling, in English and Spanish (Except English speacking countries)
All restaurants and bars reflect a sense of arrival and a sense of what they represent; allowing the guest to identify the theme of the place thanks to its decorative design.
Fire extinguishers and emergency signs are current, visible, and in good appearance and working order.
All long glass panels and / or sliding doors must have frosted decals (eg restaurant name or other signage) or security marking decals (eg snail, sigh, turtle, etc.). At the height of 150 cm for adults and 80 cm for children.
All restaurants have all the service accessories required for a luxurious experience, including chopsticks in cases and straws in lining.
All restaurants have all the service accessories required for a luxurious experience including, uniform and themed crockery, with crystal glasses in the lobby, changing rooms in pools and on the beach, and high quality transparent disposable glasses only in the gym or in case of an emergency (preferably melamine and / or waxed paper cups).
Basics: In countries that have a clearly identifiable national distillate (Tequila in Mexico, Rum in the Dominican Republic and Jamaica), experiences and bottle sales strategies can be designed for these products, for example: tasting, pairing, etc. At least one tasting per week.
The hotel has plaques provided by Distintivo H (MX), Cristal (DR), or eCristal (JAM) for the back of house, and the hotel may or may not have plaques for each restaurant, consumption center or outlet.
ACT - CCV: Each table will be properly sanitized after each use.
Basics: The restaurants that open during the day and at night must change their decoration, such as: employee uniforms, table linen, crockery, inclusion of candles (for the night), use of tablecloths (during the day), etc.

RESTAURANTS THEMED NIGHTS

ACT - CCV: Barefoot Grill: Food delivered to the beach and pool with presentable protection.
Basics: The sale of experiences accompanied by Food and Beverages is allowed, for example: Romantic dinner, wine tasting dinner, chef's table, sensory dinner.

RESTAURANTS - SHOW COOKING

Basics: In the morning with the managers of the eggs to taste stations, pancakes and waffle stations, juices and smoothies station.
Basics: During lunch in the buffet restaurant or in places with a grill, the cooks serve the portions directly.
Basics: At dinner in specialty restaurants, the decoration of the dishes and the use of the bell when serving the main dish, during the evenings or in the main restaurant, it is important to have at least one pasta station a la minute, a grill or a cook serving food directly.
Basics: All cooks with Chef's hats.
Basics: Chefs in charge of kitchen or restaurant going out at least 2 times to greet guests during their work shifts, including Executive Chef and Sous Chef.

RESTAURANTS - PRODUCTS AND FACILITIES

Menus and wine lists are clean, in good condition, and grammatically correct.
The menus promote a great variety of dishes with a minimum of 3 courses: first course, main courses and desserts.
The menus promote a variety of vegetarian dishes and other healthy options (Gluten Free, Nuts Free, Dairy free and Kosher Friendly options should be identified with icons).
The menus promote a variety of sophisticated cooking techniques, including sautéing, creating sauces, mousses, and more.
Basics: At least one dish in a restaurant must contain lobster (except Sunscape).
Basics: Butter should be served portioned to the plate, never packaged. Only in buffet it is allowed packed.
The menu holders are made of high quality materials and refinement in style, in keeping with the restaurant.
Beepers. Perfect cleaning and operating conditions.
Food and drinks are in accordance to the descriptions or the special requests of the guests.
The food portions are of good size and consistent.
Food is fresh and well cooked; with good flavor, texture, color and proper temperature.
Food incorporates fresh and local ingredients; there is no evidence of the use of convenience food.
Foods that incorporate exotic ingredients and ingredients from the global market, including organic foods, are recommended.
The food has attractive and artistic presentations on the plates, all decorative elements must be edible.
ACT - CCV: The utensils used for the service scooping are appropriate, clean, in good condition and available at all times. The tongs and their plate are replaced at least every 20 minutes
Use of bell when serving the main course at dinner in specialty restaurants
The food has a garnish and / or sauce. For 4 and 5 Diamond hotels it is highly recommended that each dish has a unique garnish and / or sauce and these are not repeated between dishes.
It is clear that employees are aware of and consistently apply good hygienic food and equipment handling practices.
There is a Chef's special (or dish of the day) for dinners, which change daily or weekly at least by "season" (winter, spring, etc.)
There is a Chef's special for dinner which changes at least "seasonally" (winter, spring, etc.), however is suggested that they change daily or weekly when possible.
It is recommended that the fancier restaurant have a “Chef's Tasting” menu for hotels that are chasing 4 or 5 diamonds.
It is recommended that the fancier restaurant have a “pairing” menu (dishes and their accompanying wines) for hotels that are chasing 4 or 5 diamonds.
Coffee / tea is hot and fresh, with options of milk or cream to suit the guest's taste, and a variety of sugars. In specialty restaurants looking for 4 or 5 diamonds, petit fours or cookies are offered.
Each restaurant has a "house specialty drink" and / or a variety of liquors which are consistent with the restaurant's theme, for example a variety of tequilas in Mexican restaurants (applies to Mexico) and a variety of digestives in restaurants Italian and lobby bars (Licor 43, Sambuca, Anisette, Limoncello, Amaretto, assortment of cognac, etc.) (Set drink of the day or restaurant).
Basics: All specialty restaurants must have candles lit throughout service at the center of the table (can be rechargeable candles).
All tables are complete and ready to serve; These are quickly collected at the guest's departure.
All the tables show at least a touch of decoration (such as fresh flowers, never artificial) or candles (they can be electric) which are lit whenever the guest is seated.
Stable tables and chairs as well as linens are clean and in good repair.
Table linen and napkins are made of high quality materials, (cotton / linen / polyester), in all restaurants at all times (with the exception of Barefoot Grill and Nook Café, which are classified as “snack bar”).
Nono's: The presence of tip cans in bars (kitchen / bars) is unacceptable. (Includes money left on the bar or facilities as an invitation to guests.
"Restrooms: they meet the standards for restrooms in public areas (See Form ______).
The tables have high-quality material surfaces such as marble, stone, polished wood, etc., if they do not have table linen, they are designer and are in excellent conditions.
Crockery and utensils are clean, polished and in good repair.
Walls, floors, ceilings, windows, decorative fixtures, and other installations are clean, in good repair, and attractive.
Ceilings are clean, stain-free, non-discolored, no cobwebs, or exposed wires.
Sound system works with appropriate music at a good volume (which allows diners to carry on a conversation with ease) and with good sound quality. The music is according to the concept.
Live music in some restaurants is a plus and highly recommended.
The temperature and air quality are comfortable, with discreet fans or air conditioning and odor-free.
The restaurant is well lit and created an atmosphere according to the concept. No burned out bulbs.
For 4 or 5 Diamond hotels, all restaurants must have dimmers.
Clean plants and garbage-free planters. All the plants in the restaurant are natural and in excellent condition.
The workstations are well organized, discreet and clean; It is highly recommended that they are also out of the guest's sight.
Employees carry out their work generating as little noise as possible, maintaining the atmosphere according to the brand.
All a la carte restaurants feature a luxurious seated waiting area, befitting the brand and ownership. For 4 or 5 diamond hotels, it should be separated from the dining area.
ACT - CCV: All show cooking chefs, including teppanyaki, sushi, buffet chefs must wear facemasks / masks (time protocols, etc.), mandatorily and change them constantly.
ACT - CCV: Adequate hand washing stations near the show cooking station.
ACT - CCV: Food tongs must be changed every 20 minutes at buffets and snacks. Ensuring that the change is perceived by the guests. Disinfectant gel and signage for the use of gel must be available for guests.
ACT - CCV: The menus will be available in Stay App, QR codes and printed at the request of guests.
Act CCV: Anti-sneeze bars for the buffet area.
ACT - CCV: The chairs and tables of each lift must be clean and disinfected.

RESTAURANTS - GENERAL - BRANDS

Coca-Cola branded soft drinks (Coke, Sprite, Fanta).
Water: All restaurants have commercial brand mineral water (for example Cristal. Only French restaurants can have Perrier water available. Only Italian plus restaurants can have St. Pellegrino water).
ACT: 4 XX Lager Beers as standard (they can be Sol, Tecate or Indio in which the supplier manages to supply everyone in December 2022). President or Bohemia (DR), Red Stripe (JAM), Amstel Light (Curacao). The one that is agreed by destination in EMEA.
Bud light and Budweiser (or their American beer equivalent - Miller Light, Coors Light or other, only on particular occasions); in bottle and keg if possible.
Sauces: Tabasco, A-1
Ketchup, mustard, and mayonnaise: Heinz, McCormick, and Hellmann’s.
Kellogg's cereals.
Yogurts: Yoplait or Dannon (Danone); Yoka in the DR.
Our own brand of sugars.

CH 32 - IN ROOM DINNING

IN ROOM DINNING- PLACING THE ORDER

Service available 24/7, which has room service daily from 7:00 a.m. to 11:00 p.m. (24 hours for 5 D).
Basics: Continuous food service in addition to room service from 7:00 a.m. to 11:00 p.m. in different outlets.
In case the guest requests through the tablet, Take Orders call to confirm the order and complement with personalized suggestions.
The phone is answered within 3 rings or 10 seconds. Uses standard phraseology "Room Service Good morning/afternoon/evening, [order taker's name] attends, How may I help you, Mr. [guest's last name]." The phrasing is clear and audible.
If it takes longer to answer the line, and apology is offered. " Thanks for waiting - <guest name>" - and take the call using the standard phraseology.
The operator asks for authorization before placing the call on hold. "May I place you on hold?".
The hold lasts 30 seconds or less. If this time is exceeded, he resumes the call and offers an apology for the hold.
The operator answers the phone with an appropriate, warm greeting and identifies the department.
The operator recognizes the guest by his/her last name in an appropriate manner during the call. Use of last name 3 times, suggested when taking the call, confirming the order and saying goodbye.
Operator exhibits a sincere desire to accommodate all guest requests and reasonable guests off-menu requests.
Request authorization from the guest to take the order. "Mr. (last name of the guest) … May I take your order?"
At the beginning of the order taking, the room number and number of commensals must be confirmed. "Sr. (Las name of the guest), your room numer is xxxx, For how many people is this service for?"
Asks or confirms if the guest has any allergies, food restrictions, diet or special food requirements (if the answer is affirmative, asks specific questions and records it in the standard form).
Order taking is done in the guest's manner and without rushing.
The operator asks appropriate questions to the guest, anticipating their requests or offering a personalized recommendation (e.g., asks how many guests will be eating, cooking instructions, dressing and garnish preferences, etc.).
The operator is very knowledgeable about the menu and is able to answer any questions related to the dishes, their preparation and garnishes. Can suggest various options when appropriate, such as juice/fruit at breakfast; side dishes, appetizers, or desserts at lunch or dinner; beverages with all meals; and coffee/tea.
Upon receiving the order of only one main course, he offers an entree. "May I offer any options?" If the guest accepts, it offers a maximum of 3 options
ACT - The operator offers the guest an estimated room service delivery time, ideally 30 minutes, but time variation is recognized by type of meal, weather, occupancy, time of day, and other issues. Therefore, all requests must be promised/delivered within 1 hour absolute maximum or other time designated by the A&B Manager, General Manager or VP of Operations. (For 5D maximum 35 Min)
The operator requests authorization to confirm/review the order to the guest. "Sir / Madam, (guest's name) may I confirm her order, please." Repeats the order and asks if it is correct.
The operator suggests food pairings with wine from the wine list. Generates upsales. (Requires specialized training)
Asks the guest if he/she would like to order anything else. "Mr. Last name of guest" Would you like to order anything else?".
Kindly request to verify that the lock or Do Not Disturb button is not placed on the door.
The order taker thanks the guest for the call and asks if he/she can assist with anything else "Mr. [guest's last name] Anything else I can help you with?" offers a warm and sincere farewell and waits for the guest to hang up first.
The operator communicates with the guest if there is a delay or delay in the delivery of the service within the promised time or lack of any supplies.
The guest perceives good service
Operator speaks formal English (and does not use slangs, for example: lady, madam, my friend) and the local language fluently and clearly.
In response to any thanks from the guest, the collaborator should reply "It's a pleasure."
There is additional evidence of personalized service.
The order-taker's booth has no noise or distractions in the background.
At breakfast: offer coffee or tea, and ask for their preference of Tea [regular, decaf, green, black tea]. "Mr. (guest's name) Would you like to order coffee? (If yes, you are asked) American or Decaf? Would you like milk or cream for your coffee? (If no...) May I offer you tea?"
At breakfast: Offer juice "Would you like to order juice for your breakfast?"
At breakfast: Offer white or whole wheat bread to accompany the order.
At lunch or dinner: Offers drinks to accompany food.
At lunch or dinner: Offers wine or special promotions for sale, in a friendly, non-pressuring manner.
Operator exhibits a sincere desire to accommodate all guest requests. Room Service Operator and Kitchen are flexible in accepting reasonable off-menu requests.
Order taker makes a courtesy call to ensure complete guest satisfaction and to verify if services can be picked up - 45 minutes from the time the order was taken. Not applicable from 22:00 to 09:00Hrs.
The guest perceives good service.
The collaborator shows a good level of competence and refinement.
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of empowerment.

IN ROOM DINNING- SERVICE DELIVERY

The order is delivered within 5 minutes or earlier than promised time. If it take longer than promised time, we must inform the guests by phone.
ACT - The service is delivered within 30-45 minutes, considering a maximum margin of up to 1 hour. (5D maximum 35 Min)
The waiter verifies that everything is in order and there is no spill, if there is, he solves it immediately. The waiter checks guest's name, order and complete add-ons, and their appearance before knocking on the door.
The waiter enters the room following a standardized process (knock, announce, wait and repeat 3 times); asks the guest for permission before entering the room.
In case the guest does not open the door, request support from operator to make the call and inform the guest that their service is outside the room.
If the guest answers the knock on the door, the waiter greets and introduces himself politely by name and asks for permission to enter the room. "HELLO Good morning/afternoon/evening, Mr. Guest's name]. My name is <Staffer's name> from the Room Service department May I come in?".
If found with Do Not Disturb Button or Card, service is deposited in Secret Box and courtesy call is made to inform that food has been delivered and asks if they need anything else.
In properties that do not have a Secrets box and in the event that there is a DND card or light on, the waiter must call room service so that they in turn inform the room of the status of "Do not disturb", and that the food is ready for delivery.
Waiter has a neat and professional in appearance, with full uniform and nametag according to the standard, with a professional posture and never turning their back on the guest area.
Waiter speaks formal English (and does not use slangs, for example: lady, madam, my friend) and the local language fluently and clearly.
Waiter provides a warm and sincere greeting.
The waiter uses the guest's last name appropriately.
The waiter suggests places to accommodate room service, including any place of the guest's preference (recommended in this order depending on the physical conditions of the room: terrace, table / bar / desk and only at the request of the guest will be placed on the bed). "
All room services are delivered on a tray/cart. The operator asks if the guest likes tray or table mounting. Place the tray on the rest, cart, or table and clear the indicated area for service if necessary. (Hotels 4/5D or Impressions, will always be the first option to set up the service).
Prepares the table by placing services and accessories. The dishes are served without bell if the guest has accepted to sit down, otherwise they are served with bell and this remains in the room so that the dish is protected and retains its temperature as long as possible. If the guest accepts to be seated, he/she arranges the seats. "
"The waiter converses casually while seating and delivering room service.
Does his/her job efficiently without haste and with sensitivity to the guest's manner. He/she addresses guests individually using last names and has good knowledge of the hotel and the area and takes advantage of every moment to make personalized suggestions."
The waiter looks the guest in the eye appropriately during the interaction.
Food and beverages are appropriately covered to maintain hygiene and is removed before placing the service in the selected place so that the guest can start to taste it with minimal effort or movement.
Guest service protocol is followed. Breakfast: The black out curtain is offered to be opened in case the room is dark.
The waiter reviews or confirms the guest's order, presents and describes the requested dishes to the guest. If there are dishes in the service for an allergic or food-restricted guest, the waiter informs the diners what dishes they are.
Before serving the ordered food and drinks, offers guests to take a seat at the prepared table. "Mr. [guest's last name] would you like to take a seat?"
The waiter asks the guest if he can assist him with something else "Sr. [Guest's last name] Anything else I can help you with?"
Presentation of the dish is aligned with the menu description or as requested by the guest.
Waiter exhibits a sincere desire and compliance to all guest requests.
The waiter anticipates guest requests or offers personalized recommendations.
The waiter says goodbye in a friendly way and wishes the guest a good day / afternoon / night. "Have an extraordinary day / afternoon / night."
A newspaper is delivered with breakfast, only applies to Preferred, VIP rooms, or superior suites. In the case of hotels that have Crave tablet in room, a variety of newspapers are available and only upon guest request a printed newspaper is brought in the mornings.
There is additional evidence of personalized services
Waiter provides an informational element (on a printed card) or verbal direction for room service tray removal. The waiter mentions the guest to contact Room service when he requires the dishes to be removed or offers to use the Secret Box.
ACT - CCV: The Room Service employee shall avoid handling dishes and articles.
The waiter does his job effectively without haste and with sensitivity to the guest's manner.
The waiter offers a warm and sincere farewell.
Waiter addresses guest by last name during closing.
The guest perceives good service.
Service is recalled within 15-20 minutes of the guest's request.
The collaborator shows a good level of competence and refinement.
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of empowerment.

IN ROOM DINNING - PRODUCT

It is clear that staff are aware of and consistently apply good hygienic food and equipment handling practices. Food and beverages are appropriately covered with hygiene standards.
Food presentation and quality of ingredients reflects an upscale experience (in accordance with the brand).
All food is served at the proper temperature.
All food is fresh and of good flavor, texture, color.
All food is prepared as ordered (cooked to appropriate doneness, etc.).
All food and beverages match menu description or request; portions appear normal and consistent.
Appropriate branded condiments accompany the order; if decanted or unrecognizable, the room service waiter will identify condiments.
Coffee/tea or other hot beverages are served hot, fresh, in high quality pots or Thermoses.
Natural decoration element is included, in excellent condition.
Utensils are correct, clean, in excellent condition and sufficient for the meal.
All crockery, glass, cutlery, linens, menus and other tabletop and service items are extremely clean and hygienic, free of damage, wear or discoloration.
Menu is clean, in good repair and grammatically correct.
Menus include a variety of vegetarian dishes and health-conscious dishes at all meal periods (breakfast, lunch, dinner, late night).
There are at least 8 general options for any time of day, of which at least 2 options are healthy, and one of those healthy choices is vegetarian (shall so be identified Gluten Free, Nuts Free, Dairy Free and Kocher friendly).

CH 33 - BAR (GENERAL)

SERVICE

Basics: Bars open until 1:00 a.m. or according to the influx of guests or the legal framework of the destination.
Guests are acknowledged or greeted within 2 minutes of arrival at all bars.
Greeting was in a pleasant and friendly manner, maintaining eye contact and smiling.
The drink order is taken within 3 minutes after taking the seat and receiving the menu, the guest should not call the waiter to be served, the order should be taken starting with the ladies.
The staff members show good knowledge of the product when taking the order; they can answer several questions or make personalized suggestions.
The employee asks the guest if they have a preference, or offers a choice of alcohol brands (vodka, rum, whiskey, etc.), whenever possible while taking drink orders, particularly if the guest is ordering basic cocktails or shots. Ask for preference or offer the guest a choice of liquor brands when possible, especially in the case of basic cocktails or shots, ask if they want ice in their drink.
The employee confirms the order at the time of ordering.
Offers the option to order food, or presents the menu (only if applicable).
The staff members know and promote the beverage of the day.
Waiters / waitresses offer a variety of high quality dry snacks (dried fruit, dried fruit, raisins, etc.), including at least 2 varieties, attractively presented and refilled when needed. They are served automatically after sunset, and at the guest's request during the day (does not apply in the case of the swim-up bar). In the case of nuts in shell or olives, a plate is provided for the remains.
Beverages are served within 5 minutes of being ordered.
The beverages are served with doilies, at least with Collins glasses or rocks, in the interior bars, (For 5-diamond hotels, the use of doilies in all consumption centers is mandatory, this can be made out of cloth with an elegant presentation).
The beverages are served using a tray.
In the case of bottled water or beverages, it is opened in front of the guest and not before. There are a few exceptions, e.g. Corona with lemon.
Beverages are delivered in clean, suitable glassware (and free of cracks or chips) with fresh garnish (if applicable); Tropical beverages have tropical garnishes (e.g. smoothies such as: piña coladas, daiquiris, margaritas, etc.).
The collaborator served the napkins along with the beverage / appetizers.
Act: Straws are not offered, unless requested by the guest. Only frozen drinks have a straw that is placed on the table with the case, the other drinks are offered at the request of the guest. These should not be in sight of the guest.The use of plastic-wrapped straws is unacceptable in all bars. If requested, the case must be placed next to the drink. If soda is the requested drink, the guest is asked if he/she wants ice.
The waiter takes the glasses and cups from the bottom to avoid stains and heat the drinks, when delivered they were at the correct temperature.
Appetizers are fresh, of good quality, and replenished as required.
The guest is offered another drink when the current drink is half empty, with less than 50% of its capacity, or within 2 minutes after the first drink has been finished. When the next drink is served, the first is removed.
If a guest orders a glass of wine, the waiter/waitress presents the guest with the bottle and offers to taste it before serving. (Temperature: Red - no higher than 22°C, White - between 5°C and 8°C.).
Beverages are served in the correct and clean glasses, with a fresh garnish (if applicable); Tropical beverages have tropical garnishes (e.g. smoothies such as: piña coladas, daiquiris, margaritas, etc.).
Drinks are served at the correct temperature.
Beverages taste good and match menu descriptions or as requested by guests.
The service is well organized and professional without being intrusive or repetitive.
The pace of service is natural and progressive without delay or rushing.
Staff are very attentive to the guest's progress, e.g., refilling drinks and cleaning up when necessary (the guest should not have to request service at any time).
"Staff have a warm and accommodating, polite and positive attitude.
Employees have a professional image, with full uniform and name badge.
The staff members speak fluid and clear formal English. When appropriate, demonstrate self-control and empathy in delicate interactions, and offered an appropriate alternative / resolution.
The staff members address guests individually, conversing with them and anticipating their needs.
The name / surname of the guest is used in a natural and discreet way, at least twice and without exceeding its use.
Communicates naturally (not prepared in advance), friendly and expressing interest, the client should not repeat what he says.
In response to any gratitude from the guest and among the staff members, the collaborators must respond "It's a pleasure", "With great pleasure" or "For me it's a pleasure"
When leaving the bar/lounge the waiter and/or waitress acknowledges and sincerely thanks the guest with a warm farewell and invites the guest to return again."
The waiter carries standard utensils: Pen with company logo, notebook for the orders.
He demonstrates a high level of confidence and knowledge in performing his duties.
The presentation of all the tables in the bar was consistent.
The staff members have a warm and caring, polite and positive attitude.
Employees have an impeccable image, aligned to the standards of Presentation and Uniformity established by Inclusive Collection

BARS - PHYSICAL FACILITIES

In the smoking area (Barracuda Back, Sugar Reef Hammocks, Club Preferred Terrace) the ashtray is replaced once the guest extinguishes a cigarette, outdoors only.
All bars must have CCTV and have corporate signage.
ACT - All bars must have corporate signage of the responsible alcohol service. "IT IS STRICTLY PROHIBITED TO SERVE ALCOHOLIC BEVERAGES TO ANYONE UNDER THE AGE OF 18....” In the case of adults only hotels, you have to verify if it is required by local authorities, if not, it is not necessary to have them.
There is evidence of the application of techniques or actions for the responsible use of alcohol (offering water, approaching a supervisor, etc).
ACT - CCV: There is disinfectant gel available for the use of the guest/collaborator in a presentation that is pleasing to the eye and according to the concept of the hotel in each bar.
ACT - CCV: The menus will be available in Stay App, QR codes and printed at the guests' request.
ACT - CCV: Hand washing stations in front of the guest.
All tables are complete and ready for service, and are picked up promptly when guests leave.
Bar menus are clean and in good condition; they may be individual menus printed or on high quality, high design chalkboards.
Bar menus are attractive, easy to read, grammatically and orthographically correct; they may be individual menus printed or on high quality, high design blackboards.
Each bar has its printed menus displayed or available.
Furniture, accessories, and decor are clean, fresh, attractive, and well-maintained, including windows, walls, mirrors, tables, and fabrics.
The lighting is adequate and comfortable for any time of the day.
The sound system is operating at good volume, has good sound quality, and appropriate music (provided by entertainment corporate). Local music should not be abused (in example, Bachata in the DR).
The temperature and air quality are comfortable and odor-free.
The bar and workstations are well organized and clean.
Nono's: The presence of tip jars in bars (kitchen/bars) is unacceptable (including money left on the bar or facilities as an invitation to guests).
Basics: The high variety of drinks includes options of well-known brands, as well as modern and classic, avant-garde and a luxurious experience. At least the lobby bar has all the ultra-premium brands (At least 20 Premium drinks --in accordance to the standard-- in sight of the guest at the main bar and / or lobby bar), with the exception of the liquor brands exclusively available in Preferred Club. Liquor brands must be assigned by region, brand or property by the VP of Operations and Corporate Purchasing.
Basics: At least one brand of American beer in the main lobby, main beach bar and specialty restaurants (where applicable, for example on the grill).
Basics: Sparkling wine service and polycarbonate flute glasses (Secrets, Dreams and Breathless) are available in public Jacuzzis according to standard.
The house's wines include 3 reds — 1 cabernet sauvignon, 1 merlot, and a third variety (may be zinfandel, rioja, or pinot noir), 3 whites — 1 chardonnay, 1 sauvignong blanc, and a third variety (may be pinot grigio, etc.), 1 sparkling and 1 rose for all brands and regions, unless otherwise posted.
The collaborator shows a good level of competence and refinement.
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of a high level of empowerment.

CH 34 - BARS (SPECIFIC)

WINK LOBBY BAR

Wink Lobby Bar opens its doors to its distinguished guests daily from 10:00 a.m. to 12:00 a.m. A sense of arrival is perceived.
Guest is greeted or acknowledged within 2 minutes of arrival at any bar. The bartender makes eye contact with the guest to acknowledge him/her.
Waiters/waitresses take drink order promptly upon guest's arrival, must not call attention to be served by waiter or bartender.
The employee uses the guest's last name appropriately at least 3 times during the interaction with the guest.
Coworkers show good knowledge of the product when taking the order; they can answer several questions or make suggestions.
Employees ask about preferences or offer the guest a choice of liquor brands when possible, especially when ordering basic cocktails or shots.
The employee confirms the order at the time of ordering.
Staff members know and promote the drinks of the day.
Waiters/waitresses offer a variety of high quality nuts, including at least 2 varieties, attractively presented and refilled as needed. They are served automatically after sunset, and upon guest request during the day (not applicable in the case of the swim-up bar).
Correct beverages are delivered promptly.
Drinks are served with a tray.
In the case of water or bottled drinks, it is opened in front of the guest and not before. There are some exceptions, for example Corona with lemon.
Drinks are served with doilies, at least with Collins or rocks glasses, in the interior bars. The use of plastic cups is not permitted.
Good hygienic practices are followed by the staff when preparing drinks.
The guest is offered another drink when the current drink is half empty or with less than 50% product.
If a guest requests a glass of wine, the waiter/waitress presents the guest with the bottle and offers to taste it before serving. In case the guest does not like to drink the house wine, the waiter offers upsell wines making suggestions.
Drinks are served in the correct and clean glasses, with a fresh garnish (if applicable); tropical drinks have tropical garnishes (e.g. liquefied drinks such as piña coladas, daiquiris, margaritas, etc.).
Drinks are served at the correct temperature.
Drinks taste good and match menu descriptions or as requested by guests.
Service is organized and professional without being intrusive or repetitive.
The pace of service is natural and progressive with no tardiness or rushing.
Staff are very attentive to the sequence of guest service, e.g., refilling drinks and cleaning up. The bar counter is clean and not sticky.
The staff has a warm, encouraging and accommodating attitude, polite and positive. A smile is maintained at all times.
Employees have a professional image, with full uniform and name badge.
Staff speak clearly and with a good level of English.
Staff address guests as individuals, conversing with them and anticipating their needs.
When leaving the bar/lounge the waiter and/or waitress acknowledges and sincerely thanks the guest with a warm farewell.
All bars shall have CCTV and corporate signage.
All bars shall have corporate signage for responsible alcohol service.
There is evidence of the application of techniques or actions for the responsible use of alcohol (offering water, approach of a supervisor, etc).
CCV: Compliance with the reduction of seating in bars in accordance with the growth of occupancy and social distancing.
CCV: Disinfectant gel dispenser at the counter of each bar.
CCV: Menus will be available on Stay App, QR codes, tablets and printouts upon guest request.
CCV: Bars and minutes with a plexiglass bar just in front of the prep area.
CCV: Hand washing stations in front of guest.
CCV: Sanitize each table during peak guest hours.
All tables are complete and ready for service, and are promptly picked up when guests leave.
Each bar has its printed menus displayed or available.
Attractively presented signature cocktails are offered with modern presentation between 6:00 p.m. and 10:00 p.m. (We suggest a weekly round, as a cocktail of the day).
A 'mocktail' of the day (non-alcoholic cocktail), with modern and attractive presentation, is offered between 10:00 a.m. and 6:00 p.m. (A weekly round is suggested)
Bar menus are clean and in good condition, may be individual menus printed or on high quality, high design chalkboards.
Bar menus are attractive, easy to read, and grammatically and orthographically correct; they may be individual menus in printed or blackboard format of high quality and design.
Smoking areas are properly identified.
Furniture, fixtures, and décor are clean, fresh, attractive, and well maintained, including windows, walls, mirrors, tables, and fabrics.
Each bar has its printed menus displayed or available.
Lighting is adequate and comfortable for any time of day.
The sound system is operating with good volume, good sound quality, and appropriate music.
The temperature and air quality are comfortable and odor-free.
The bar and workstations are organized and clean.
The high variety of beverages reflects liquor choices from well-known brands, as well as modern and classic, cutting-edge and upscale experiences. At least the lobby bar features all ultra-premium brands, with the exception of the liquor brands exclusively available at Xhale Club. Liquor brands must be assigned by region, brand or property by the Regional Operations Director and Purchasing Director.
House wines include 3 reds-1 cabernet sauvignon, 1 merlot, and a third varietal (may be zinfandel, rioja, or pinot noir), 3 whites-1 chardonnay, 1 sauvignong blanc, and a third varietal (may be pinot grigio, etc.), 1 sparkling, and 1 rose for all brands and regions, unless otherwise published.

DEEP SWIM- UP BAR

Deep Swim - Up Bar opens its doors to its distinguished guests daily from 10:00 am to 6:00 pm.
Guests are greeted or recognized within 2 minutes of arrival at any bar. The bartender makes eye contact with the guest to acknowledge him/her and welcomes him/her
Waiters/waitresses take drink order promptly upon arrival. Guest is served without requesting to be served by waiter/waitress.
The employee uses the guest's last name appropriately at least 3 times during the interaction with the guest.
Employees show good knowledge of the product when taking the order; they can answer several questions or make suggestions.
Employees ask about preferences or offer the guest a choice of liquor brands when possible, especially when ordering basic cocktails or shots.
The employee confirms the order at the time of ordering.
Employees know and promote the drink of the day.
The right drinks are delivered on time.
Drinks are served with a tray around the pool.
In the case of water or bottled drinks, it is opened in front of the guest and not before (beer, water bottles). There are some exceptions, for example Corona with lemon.
Drinks are served with doilies, at least with Collins glasses or rocks, in the outside bars melamine glasses or other materials are used (for safety no glass cups are used). The use of plastic cups is not permitted.
Good hygienic practices are followed by the staff when preparing drinks.
The guest is offered another drink when the current drink is half empty or with less than 50% product.
If a guest requests a glass of wine, the waiter/waitress presents the guest with the bottle and offers to taste it before serving. In case the guest does not like to drink the house wine, the waiter offers upsell wines making suggestions.
Drinks are served in the correct and clean glasses, with a fresh garnish (if applicable); tropical drinks have tropical garnishes (e.g. liquefied drinks such as piña coladas, daiquiris, margaritas, etc.).
Drinks are served at the correct temperature.
Drinks taste good and match menu descriptions or as requested by guests.
Service is organized and professional without being intrusive or repetitive.
The pace of service is natural and progressive with no tardiness or rushing.
Staff are very attentive to the sequence of guest service, e.g., refilling drinks and cleaning up. The bar counter is clean and not sticky.
The staff has a warm, encouraging and accommodating attitude, polite and positive. A smile is maintained at all times.
Employees have a professional image, with full uniform and name badge.
Staff speak clearly and with a good level of English.
Staff address guests as individuals, conversing with them and anticipating their needs.
When leaving the bar/lounge the waiter and/or waitress acknowledges and sincerely thanks the guest with a warm farewell.
The bar and all tables are promptly cleared when guests leave.
Bar menus are clean and in good condition, either individual printed menus or high quality, well designed chalkboard menus.
Bar menus are attractive, easy to read, and grammatically and orthographically correct; they may be individual menus printed or on high quality, high design blackboards.
Each bar has its own printed menus displayed or available.
Furniture, fixtures, and décor are clean, fresh, attractive, and well maintained, including windows, walls, mirrors, tables, and chairs.
Lighting is adequate and comfortable for any time of day. There are no blown bulbs.
The sound system is operating with good volume, good sound quality, and appropriate music according to the time of day and according to the entertainment program and established standards.
The bar and workstations are organized and clean.
The high variety of beverages reflects liquor choices of recognized brands, as well as modern and classic, cutting edge and upscale experiences. Liquor brands must be assigned by region, brand or property by the Regional Operations Manager and Purchasing Manager.
House wines include 3 reds-1 cabernet sauvignon, 1 merlot, and a third varietal (may be zinfandel, rioja, or pinot noir), 3 whites-1 chardonnay, 1 sauvignong blanc, and a third varietal (may be pinot grigio, etc.), 1 sparkling and 1 rose for all brands and regions, unless otherwise published.

TWIST & SQUEEZE BAR

Twist & Squeeze opens its doors to its distinguished guests daily from 10:00 am to 6:00 pm.
Guests are greeted or recognized within 2 minutes of arrival at any bar. The bartender makes eye contact with the guest to acknowledge him/her.
Waiters/waitresses take drink order promptly upon arrival. Guest is served without requesting to be served by waiter/waitress or bartender.
The employee uses the guest's last name appropriately at least 3 times during the interaction with the guest.
Employees show good knowledge of the product when taking the order; they can answer several questions or make suggestions.
Employees ask about preferences or offer the guest a choice of liquor brands when possible, especially when ordering basic cocktails or shots.
The employee confirms the order at the time of ordering.
Employees know and promote the drink of the day.
The right drinks are delivered on time.
Drinks are served with a tray around the pool.
In the case of water or bottled drinks, it is opened in front of the guest and not before (beer, water bottles). There are some exceptions, for example Corona with lemon.
Drinks are served with doilies, at least with Collins glasses or rocks, in the outside bars melamine glasses or other materials are used (for safety no glass cups are used). The use of plastic cups is not permitted.
Good hygienic practices are followed by the staff when preparing drinks.
The guest is offered another drink when the current drink is half empty or with less than 50% product.
If a guest requests a glass of wine, the waiter/waitress presents the guest with the bottle and offers to taste it before serving. In case the guest does not like to drink the house wine, the waiter offers upsell wines making suggestions.
Drinks are served in the correct and clean glasses, with a fresh garnish (if applicable); tropical drinks have tropical garnishes (e.g. liquefied drinks such as piña coladas, daiquiris, margaritas, etc.).
Drinks are served at the correct temperature.
Drinks taste good and match menu descriptions or as requested by guests.
Service is organized and professional without being intrusive or repetitive.
The pace of service is natural and progressive with no tardiness or rushing.
Staff are very attentive to the sequence of guest service, e.g., refilling drinks and cleaning up. The bar counter is clean and not sticky.
The staff has a warm, encouraging and accommodating attitude, polite and positive. A smile is maintained at all times.
Employees have a professional image, with full uniform and name badge.
Staff speak clearly and with a good level of English.
Staff address guests as individuals, conversing with them and anticipating their needs.
When leaving the bar/lounge the waiter and/or waitress acknowledges and sincerely thanks the guest with a warm farewell.
The bar and all tables are promptly cleared when guests leave.
Bar menus are clean and in good condition, either individual printed menus or high quality, well designed chalkboard menus.
Bar menus are attractive, easy to read, and grammatically and orthographically correct; they may be individual menus printed or on high quality, high design blackboards.
Each bar has its own printed menus displayed or available.
Furniture, fixtures, and décor are clean, fresh, attractive, and well maintained, including windows, walls, mirrors, tables, and chairs.
Lighting is adequate and comfortable for any time of day. There are no blown bulbs.
The sound system is operating with good volume, good sound quality, and appropriate music according to the time of day and according to the entertainment program and established standards.
The bar and workstations are organized and clean.
The high variety of beverages reflects liquor choices of recognized brands, as well as modern and classic, cutting edge and upscale experiences. Liquor brands must be assigned by region, brand or property by the Regional Operations Manager and Purchasing Manager.
House wines include 3 reds-1 cabernet sauvignon, 1 merlot, and a third varietal (may be zinfandel, rioja, or pinot noir), 3 whites-1 chardonnay, 1 sauvignong blanc, and a third varietal (may be pinot grigio, etc.), 1 sparkling and 1 rose for all brands and regions, unless otherwise published.

FOAM (BEACH BAR)

Foam Bar opens its doors to its distinguished guests daily from 10:00 am to 6:00 pm.
Guests are greeted or recognized within 2 minutes of arrival at any bar. The bartender makes eye contact with the guest to acknowledge him/her.
Waiters/waitresses take drink order promptly upon arrival. Guest is served without requesting to be served by waiter/waitress or bartender.
The employee uses the guest's last name appropriately at least 3 times during the interaction with the guest.
Employees show good knowledge of the product when taking the order; they can answer several questions or make suggestions.
Employees ask about preferences or offer the guest a choice of liquor brands when possible, especially when ordering basic cocktails or shots.
The employee confirms the order at the time of ordering.
Employees know and promote the drink of the day.
The right drinks are delivered on time.
Drinks are served with a tray around the pool.
In the case of water or bottled drinks, it is opened in front of the guest and not before (beer, water bottles). There are some exceptions, for example Corona with lemon.
Drinks are served with doilies, at least with Collins glasses or rocks, in the outside bars melamine glasses or other materials are used (for safety no glass cups are used). The use of plastic cups is not permitted.
Good hygienic practices are followed by the staff when preparing drinks.
The guest is offered another drink when the current drink is half empty or with less than 50% product.
If a guest requests a glass of wine, the waiter/waitress presents the guest with the bottle and offers to taste it before serving. In case the guest does not like to drink the house wine, the waiter offers upsell wines making suggestions.
Drinks are served in the correct and clean glasses, with a fresh garnish (if applicable); tropical drinks have tropical garnishes (e.g. liquefied drinks such as piña coladas, daiquiris, margaritas, etc.).
Drinks are served at the correct temperature.
Drinks taste good and match menu descriptions or as requested by guests.
Service is organized and professional without being intrusive or repetitive.
The pace of service is natural and progressive with no tardiness or rushing.
Staff are very attentive to the sequence of guest service, e.g., refilling drinks and cleaning up. The bar counter is clean and not sticky.
The staff has a warm, encouraging and accommodating attitude, polite and positive. A smile is maintained at all times.
Employees have a professional image, with full uniform and name badge.
Staff speak clearly and with a good level of English.
Staff address guests as individuals, conversing with them and anticipating their needs.
When leaving the bar/lounge the waiter and/or waitress acknowledges and sincerely thanks the guest with a warm farewell.
The bar and all tables are promptly cleared when guests leave.
Bar menus are clean and in good condition, either individual printed menus or high quality, well designed chalkboard menus.
Bar menus are attractive, easy to read, and grammatically and orthographically correct; they may be individual menus printed or on high quality, high design blackboards.
Each bar has its own printed menus displayed or available.
Furniture, fixtures, and décor are clean, fresh, attractive, and well maintained, including windows, walls, mirrors, tables, and chairs.
Lighting is adequate and comfortable for any time of day. There are no blown bulbs.
The sound system is operating with good volume, good sound quality, and appropriate music according to the time of day and according to the entertainment program and established standards.
The bar and workstations are organized and clean.
The high variety of beverages reflects liquor choices of recognized brands, as well as modern and classic, cutting edge and upscale experiences. Liquor brands must be assigned by region, brand or property by the Regional Operations Manager and Purchasing Manager.
House wines include 3 reds-1 cabernet sauvignon, 1 merlot, and a third varietal (may be zinfandel, rioja, or pinot noir), 3 whites-1 chardonnay, 1 sauvignong blanc, and a third varietal (may be pinot grigio, etc.), 1 sparkling and 1 rose for all brands and regions, unless otherwise published.

THE BAR

The Bar opens its doors to its distinguished guests daily from 5:00 p.m. to 12:00 p.m.
Guests are greeted or recognized within 2 minutes of arrival at any bar. The bartender makes eye contact with the guest to acknowledge him/her.
Waiters/waitresses take drink order promptly upon arrival. Guest is served without requesting to be served by waiter/waitress or bartender.
The employee uses the guest's last name appropriately at least 3 times during the interaction with the guest.
Employees show good knowledge of the product when taking the order; they can answer several questions or make suggestions.
Employees ask about preferences or offer the guest a choice of liquor brands when possible, especially when ordering basic cocktails or shots.
The employee confirms the order at the time of ordering.
Staff members know and promote the drink of the day.
Waiters/waitresses offer a variety of high quality nuts, including at least 2 varieties, attractively presented and refilled as needed. They are served automatically after sunset, and upon guest request during the day (not applicable in the case of the swim-up bar).
Correct beverages are delivered promptly.
Drinks are served with a tray.
In the case of water or bottled drinks, it is opened in front of the guest and not before (beer, water bottles). There are some exceptions, for example Corona with lemon.
Drinks are served with doilies, at least with Collins or rocks glasses, in the indoor bars. The use of plastic cups is not permitted.
Good hygienic practices are followed by the staff when preparing drinks.
The guest is offered another drink when the current drink is half empty or with less than 50% product.
If a guest requests a glass of wine, the waiter/waitress presents the guest with the bottle and offers to taste it before serving. In case the guest does not like to drink the house wine, the waiter offers upsell wines making suggestions.
Drinks are served in the correct and clean glasses, with a fresh garnish (if applicable); tropical drinks have tropical garnishes (e.g. liquefied drinks such as piña coladas, daiquiris, margaritas, etc.).
Drinks are served at the correct temperature.
Drinks taste good and match menu descriptions or as requested by guests.
Service is organized and professional without being intrusive or repetitive.
The pace of service is natural and progressive with no tardiness or rushing.
Staff are very attentive to the sequence of guest service, e.g., refilling drinks and cleaning up. The bar counter is clean and not sticky.
The staff has a warm, encouraging and accommodating attitude, polite and positive. A smile is maintained at all times.
Employees have a professional image, with full uniform and name badge.
Staff speak clearly and with a good level of English.
Staff address guests as individuals, conversing with them and anticipating their needs.
When leaving the bar/lounge the waiter and/or waitress acknowledges and sincerely thanks the guest with a warm farewell.
All tables are complete and ready for service, and are promptly picked up when guests leave.
Bar menus are clean and in good condition, either individual printed menus or high quality, well designed chalkboard menus.
Bar menus are attractive, easy to read, and grammatically and orthographically correct; they may be individual menus printed or on high quality, high design blackboards.
Each bar has its own printed menus displayed or available.
Smoking areas are properly identified.
Furniture, fixtures, and décor are clean, fresh, attractive, and well maintained, including windows, walls, mirrors, tables, and fabrics.
Lighting is adequate and comfortable for any time of day.
The sound system is operating with good volume, good sound quality, and appropriate music.
The temperature and air quality are comfortable and odor free.
The bar and workstations are organized and clean.
The wide variety of beverages reflects the choice of name brand liquor options, as well as modern and classic, cutting edge and upscale experiences. At least the lobby bar features all ultra-premium brands, with the exception of the liquor brands exclusively available at Xhale Club. Liquor brands must be assigned by region, brand or property by the Regional Operations Director and Purchasing Director.
House wines include 3 reds-1 cabernet sauvignon, 1 merlot, and a third varietal (may be zinfandel, rioja, or pinot noir), 3 whites-1 chardonnay, 1 sauvignong blanc, and a third varietal (may be pinot grigio, etc.), 1 sparkling, and 1 rose for all brands and regions, unless otherwise published.

AFTERDARK

Afterdark opens its doors to its distinguished guests daily from 5:00 p.m. to 2:00 a.m.
ACT: Guests are greeted or recognized within 2 minutes of arrival at any bar. The bartender makes eye contact with the guest to acknowledge him/her and welcomes him/her.
Waiters/waitresses take drink order promptly upon arrival. Guest is served without requesting to be served by waiter/waitress.
The employee uses the guest's last name appropriately at least 3 times during the interaction with the guest.
Employees show good knowledge of the product when taking the order; they can answer several questions or make suggestions.
Employees ask about preferences or offer the guest a choice of liquor brands when possible, especially when ordering basic cocktails or shots.
The employee confirms the order at the time of ordering.
Staff members know and promote the drink of the day.
Waiters/waitresses offer a variety of high quality nuts, including at least 2 varieties, attractively presented and refilled as needed. They are served automatically after sunset, and upon guest request during the day (not applicable in the case of the swim-up bar).
Correct beverages are delivered promptly.
Drinks are served with a tray.
In the case of water or bottled drinks, it is opened in front of the guest and not before (beer, water bottles). There are some exceptions, for example Corona with lemon.
Drinks are served with doilies, at least with Collins or rocks glasses, in the indoor bars. The use of plastic cups is not permitted.
Good hygienic practices are followed by the staff when preparing drinks.
The guest is offered another drink when the current drink is half empty or with less than 50% product.
If a guest requests a glass of wine, the waiter/waitress presents the guest with the bottle and offers to taste it before serving. In case the guest does not like to drink the house wine, the waiter offers upsell wines making suggestions.
Drinks are served in the correct and clean glasses, with a fresh garnish (if applicable); tropical drinks have tropical garnishes (e.g. liquefied drinks such as piña coladas, daiquiris, margaritas, etc.).
Drinks are served at the correct temperature.
Drinks taste good and match menu descriptions or as requested by guests.
Service is organized and professional without being intrusive or repetitive.
The pace of service is natural and progressive with no tardiness or rushing.
Staff are very attentive to the sequence of guest service, e.g., refilling drinks and cleaning up. The bar counter is clean and not sticky.
The staff has a warm, encouraging and accommodating attitude, polite and positive. A smile is maintained at all times.
Employees have a professional image, with full uniform and name badge.
Staff speak clearly and with a good level of English.
Staff address guests as individuals, conversing with them and anticipating their needs.
When leaving the bar/lounge the waiter and/or waitress acknowledges and sincerely thanks the guest with a warm farewell.
All tables are complete and ready for service, and are promptly picked up when guests leave.
Bar menus are clean and in good condition, either individual printed menus or high quality, well designed chalkboard menus.
Bar menus are attractive, easy to read, and grammatically and orthographically correct; they may be individual menus printed or on high quality, high design blackboards.
Each bar has its own printed menus displayed or available.
Smoking areas are properly identified.
Furniture, fixtures, and décor are clean, fresh, attractive, and well maintained, including windows, walls, mirrors, tables, and fabrics.
Lighting is adequate and comfortable for any time of day.
The sound system is operating with good volume, good sound quality, and appropriate music.
The temperature and air quality are comfortable and odor free.
The bar and workstations are organized and clean.
The wide variety of beverages reflects the choice of name brand liquor options, as well as modern and classic, avant-garde and upscale experiences. At least the lobby bar features all ultra-premium brands, with the exception of the liquor brands exclusively available at Xhale Club. Liquor brands must be assigned by region, brand or property by the Regional Operations Director and Purchasing Director.
House wines include 3 reds-1 cabernet sauvignon, 1 merlot, and a third varietal (may be zinfandel, rioja, or pinot noir), 3 whites-1 chardonnay, 1 sauvignong blanc, and a third varietal (may be pinot grigio, etc.), 1 sparkling and 1 rose for all brands and regions, unless otherwise published.

THE NOOK CAFÉ

Nook Café opens its doors to its distinguished diners every day from 6:00 am to 11:00 pm. Or optional (24 HRS)
CCV: Disinfectant gel dispenser at the counter.
CCV: All tables must have a healthy distance between tables, according to increased occupancy and as directed by local authorities.
CCV: Menus will be available on Stay App, QR codes, tablets and printouts upon guest request.
CCV: Individually wrapped cookies if self-service, if waiter assisted may be inside displays and/or display cases.
CCV: Fruit will be delivered by staff and must also be inside displays and/or display cases.
CCV: Visible hand washing station.
Customer is greeted or acknowledged within 30 seconds of arrival at the Nook Café. Barista makes eye contact with customer to acknowledge customer.
The barista welcomes the customer using the following phraseology: "Good morning/ good afternoon/ good evening, Welcome to Nook Café, my name is Manuel, How may I help you".
Nook Café offers the highest variety of coffee, pastries and snacks prepared at the highest level of Personalized Service governed under the Standards established by Hyatt IC.
All food items displayed in the Refrigerated Counter area are accessible and easy to select thanks to the layout of the store cards and signage. Food items displayed in the Refrigerated Counter area are laid out and allocated in spaces classified by type or class.
The barista takes the drink order quickly upon arrival. Customers are served without requesting service.
The staff shows good product knowledge when taking the order; they can answer several questions or make suggestions.
Staff ask about preferences and offer the customer special options when possible, especially if the customer has specific needs, e.g., lactose intolerance.
The employee confirms the order at the time the order is placed.
Internet access and a well-maintained touch screen are available to customers.
Employees know and promote the coffee of the day.
The service area is strategically located in the establishment to make it easy for guests to prepare drinks according to their own preferences. Essential features: area for placing refined sugar in envelopes with logo, sugar in envelopes, Splenda sugar in envelopes, disposable mixers, napkins; shelves for cinnamon spices, nutmeg, chocolate; containers for liquid cream, whole milk and light milk, trash bin.
Correct beverages are delivered promptly.
Disposable to-go trays are available for guests who wish to bring two or more beverages at a time.
In the case of water or bottled beverages, it is opened in front of the guest and not before (water bottles).
Hot drinks are served in disposable cardboard containers and cold drinks in environmentally friendly cups (plastic and foam cups are prohibited).
Staff follow good hygienic practices when preparing drinks.
Customers are offered another drink when the current one is half empty or with less than 50% product.
The variety of coffee, pastry and snack preparations is shown on illustrated formats called the Beverage Menu and Food Menu, which should always be available to all Nook Café baristas.
The menu has the description of the ingredients, is in perfect condition with no damage or flaws, the menus are clean and in good condition, they can be individual printed menus or on high quality and design boards.
When the cappuccino is served, the guest is asked if he/she would like cocoa or cinnamon; Phraseology: Mr./Mrs./Ms./Ms. <guest name> would you like cocoa or cinnamon?
The menu has the description of the ingredients, is in perfect condition with no damage or flaws. The menus are clean and in good condition, they can be individual menus printed or on high quality and design blackboards.
Drinks are served at the correct temperature.
Drinks taste good and match menu descriptions or customer requests.
Service is organized and professional without being intrusive or repetitive.
The pace of service is natural and progressive, with no delays or rushing.
Staff are very attentive to the sequence of customer service, e.g., refilling drinks and cleaning up. The bar counter is clean and non-sticky.
Employees have a warm, encouraging, polite and positive attitude. They keep a smile on their face at all times.
Employees have a professional image, with full uniform and badge.
Staff speak clearly and with a good level of English.
Employees address guests as individuals, conversing with them and anticipating their needs.
The employee uses the guest's last name appropriately at least 3 times during the interaction with the guest.
The barista sincerely thanks the guest for their visit with a warm farewell.
All tables are complete and ready for service, and are promptly cleared when guests leave.
Furniture, fixtures, and décor are clean, fresh, attractive, and well maintained, including windows, walls, mirrors, tables, and fabrics.
Lighting is adequate and comfortable for any time of day.
The sound system is operating with good volume, good sound quality, and appropriate music.
The temperature and air quality are comfortable and odor free.
The bar and workstations are organized and clean.

MISCELLANEOUS

In the case of Afterdark or The Bar, they have Hookah service and Oxygen Bar (the availability of this service in the place, will depend on the occupation and concurrence of guests. The service will always be available in one or the other).
The collaborator offers the Hookah or Oxygen Bar services to enhance the guest's experience during their visit to the bar. In the case of the Oxygen Bar, comment on its benefits.
The collaborator has a professional image. Their attitude is friendly and cordial.
The employee knows the menu of flavors and the price of each service. He asks the guest for his room number and explains that the extra charge for the service will be made directly to his room to be paid at check-out and that he will have to sign a voucher to authorize the extra charge.
The menu has the description of the ingredients, is in perfect condition without damage or damage.menus are clean and in good condition, can be individual menus printed or on boards of high quality and design.
Promotional posters are visible and in perfect condition. In the case of the Oxygen Bar, benefits are promoted.
The hoses used in both services are in perfect condition, clean and free of obstructions.
The bar has disposable mouthpieces (in the case of the hookah) and oxygen nasal cannula (in the case of the oxygen bar) for hygiene purposes. The staff member provides brief instructions for use and supervises the guest's correct use of the service.
In the case of the oxygen bar, the container is correctly identified with the flavor it contains. The labels are of high quality with a modern and attractive presentation.
The Hookah service has tongs to handle the charcoal. The employee prepares the service correctly and safely, so that the guest does not run the risk of getting burned.
The surface and display of the service is clean and free of debris.

CH 35 - F&B DIVERSE

Breakfast services include at least one restaurant, buffet or a la carte, open from 7:00 am to 11:00 am. Additional restaurants may be opened or have longer hours according to the needs of operation and occupancy. It can be buffet or a la carte, although it is suggested that it has a breakfast buffet.
Lunch service hours include multiple outlets or options that completely cover service hours between 11 a.m. and 5 p.m., including at least 1 a la carte and 1 live cooking/grill (Barefoot Grill).
Dinner service hours include multiple options from 6:00 pm to 11:00 pm, with at least one option open at 6:00 pm and one option remaining open until 11:00 pm. Properties that may be exceptions should direct their request to their regional operations manager with a copy to loriana.granillo@hyattic.com .
At least 50% of dining restaurants open daily to in-house guests (not fully occupied or booked for a private event), e.g. a property with 5 restaurants must offer at least 3 restaurants daily, including that it cannot close the third option for any group - in this case, it would have to provide an area of the third restaurant or another restaurant.
Basics: Two weekly outdoor events, dinner-party on the beach and dinner-party by the pool.
Basics: Piano bar with live music (if applicable).
Basics: Disco/Sports bar with theme nights each day, all waiters uniformed according to the theme of the day.
Coffee, tea, juice, and light breads or pastries are available to go at least from 6:00 to 7:00Hrs - or - there is a Coco Café operating during the same hours.
When the cappuccino is served, the guest is asked if he/she would like cocoa or cinnamon; Phraseology: "Mr./Mrs./ Ms. <guest name> would you like cocoa or cinnamon?"
Coco Café or a "tea time" (if the property does not have a coco café) is offered from at least 17:00 to 18:00Hrs it can start earlier or end later than the established schedule, but there must be this option between the close of lunch and the start of dinner.
Basics: At sunset in the lobby bar from 5:00 p.m. to 7:00 p.m. (with tea, chocolates, canapés, banana flambé, cheeses and ate, select cakes, etc.).
Self-service" ice cream in cones or disposable non-glass containers, or scoops/scoops by waiter service, or daily popsicles, in the pool area. In the case of "self-service", there may be restricted hours, which should be indicated in the area with professional looking signage.
A snack service during the day, which includes snacks at the beach and pool or a physical menu by guest request. The goal is to have options during the day that do not require the guest to go to the restaurant/leave their chair.
Traditional snacks are offered with an unexpected twist on sophisticated flavours and combinations (Cheetos with truffle, shaved with liqueur, gourmet cotton candy, Dorilocos, green bloody Mary's).
Fun variations on frozen cocktails, from ice pops to compostable juice boxes, bring a fun variety to the cocktail rotation, perfect for poolside refreshment.
There are secret, off-menu items and drinks (Secret Items) that guests receive by using a code word that they discover during their stay by talking to staff members, chefs and other guests.
The hotel has a Bloody Mary cart with a variety of unexpected toppings for customisation: whole peppers, mini sandwiches, crab legs, deviled eggs, shrimp, hash browns, etc.
Basics: Distribution of coconuts / sorbets / refreshing fruit / crudités, etc. in the beach area at 12:00 until they are finished or until 1:30 p.m. (Whichever comes first).
Basics: Afternoon (16:00Hrs) will be around the pool and beach handing out assorted sandwiches, pizza slices, etc.
Basics: Management cocktail party with beverage service and canapés (Attended by: Executive Committee, SPA Manager, Chief concierge, Front desk manager).
Fresh fruit to-go options are available daily in any season in the afternoon at the pool and/or beach area and include a variety of fresh local and "tropical" fruits for North American clients, such as coconuts (whole or chunks, and/or skewers). The fruit area can be part of the Barefoot Grill or have its own kiosk; it can be self-service or staffed.

CH 36 - SPA

SPA-RESERVATION

The receptionist answers the phone prior the 3rd ring or 10 seconds; otherwise, offers an apology.
The receptionist uses phraseology, identifying the department and its name.
The receptionist requests authorization before putting the call on hold and offers an apology if it takes more than 30 seconds.
Upon arriving at the spa, the guest is welcomed immediately; a collaborator is always present at the reception desk during operational hours.
The staff members show a kind, well-educated, positive attitude; always with a smile and in the manner of the guest.
The staff members appear well organized and proactive.
The staff members have a neat and professional appearance with their corresponding uniform and badge.
The staff members speaks fluently and clearly with a good level of formal English and in an educated manner and / or courteous
The staff members are helpful and attentive to the needs of the guests at all times.
The receptionist speaks with kindness and candour during the call or other interactions.
The receptionist is eloquent and knows in detail the products and services offered at the spa.
The receptionist knows the promotions and special offers.
The receptionist asks appropriate key questions to the guest, in order to detect which spa products or services can add value to their experience, hence close an upsell.
The receptionist offers the guest a tour to get to know the facilities and spa areas.
The receptionist immediately checks for appointments availability; in case there is no room, will seek alternative hours proactively.
When confirming the appointment, the receptionist verifies: the name of the guest, chosen treatment, time and date of appointment, room number, therapist gender, price after discounts and promotions, as well as the payment method.
When confirming the appointment, the receptionist inquiries the guest whether they would use coupons or certificates, if so, it offers the guest a clear explanation of their usage and restrictions.
When confirming the appointment, the receptionist explains cancellation policies.
When confirming the appointment, the receptionist recommends the guest to arrive one hour in advance, to fill the forms and enjoy the wet areas before getting their service.
When confirming the appointment, the receptionist explains the dress code (for example, bringing a swimsuit, avoid jewelry).
When confirming the appointment, the receptionist explains to guests that there are lockers available. The guest must leave all their values in the safe box in their room, and not at the spa.
The receptionist offers a confirmation card of the scheduled service.
If the guest has not arrived 15 minutes before the appointment, is offered a courtesy call to remind the appointment that has at the spa. In case of not answering, the operator leaves a message in room.

SPA- ARRIVAL CHEK IN

The receptionist or valet offers a kind welcome immediately upon the guest arrival, saying "Welcome to Spa by Pevonia".
ACT - To every guest or client who visits the spa, is offered a hot or cold collar and / or fresh towel, as a welcome amenity, CCV: this is presented with protective case and is replaced after each use.
ACT - CCV: Spa Reception. There is disinfectant gel available for the use of the guest/collaborator in a presentation that is pleasing to the eye and according to the concept of the hotel at each counter.
The receptionist confirms: the name of the guest, chosen treatment, time and date of appointment, room number, therapist gender, price after discounts and promotions.
The receptionist provides the guest with the medical form of the spa with a folder and pen with "spa" logo or hotel logo.
A beverage is offered to the guest (eg tea, water, or chlorophyll).
The process of payment and use of coupons is properly explained to the guest before getting their treatment. Guests are given to choose whether they want to pay before or after treatment.
The collaborator gives the guest a key for the lockers (if required), and: (1) asks the guest to take a seat and wait for the spa collaborator to accompany them; (2) the guest is accompanied to lockers explaining the dress code, the use of plastic sandals and what must be inside the locker. And the guest is informed that after changing, can go to use the hydrotherapy area or go to the relaxation area.

SPA- VALET SERVICE

The Valet extends a friendly welcome to the guest and introduces themselves by their given name.
The Valet acknowledges the guest and address by their surname appropriately during the experience.
If Valet is in charge of showing the guest the locker, must explain the dress code and where to go after changing.
The Valet guides the guest through the experience of hydrotherapy, walking and interacting aside of the guest; not behind nor in front of the guest, but aside.
The Valet has a good knowledge of the facilities and amenities to be capable to explain them to the guest.
The Valet offers the guest a drink and slices of cucumber on ice during or after their experience in the area of hydrotherapy and relaxation area.
The staff members have a warm and accommodated attitude, well-educated and positive.
The staff appears well organized and ready to serve.
The staff has a professional appearance wearing a full uniform, badge, short hair for men, hair tied for women and light makeup, discreet jewelry, measured perfume or cologne for both men and women, socks matching color with shoes or pants.
The staff members speaks fluently and clearly with a good level of formal English.

SPA- TREATMENS AND SERVICE

The therapist extends a kind welcome, polite and always with a smile.
The therapist confirms the type of spa service and duration.
The therapist verifies the technical forms and confirms if the guest has any condition in some area of the body, and, without re-asking, reconfirms special requests that have been written on the technical forms.
The therapist asks the guest whether is ready for getting the spa service.
The therapist provides adequate information, automatically, to guide the treatment: How and where should place the robe; either lie facing down or facing up; and "play the cymbals when you are ready".
The therapist knocks the door and asks the guest for permission before go inside; e.g. "May I come in?"
The therapist confirms with the guest whether music, temperature, and lightning inside the cabin are suitable to them senses and preferences.
The therapist develops with an attitude of expert in the art, and complies with all the standards of appearance and sameness of Hyatt IC .
The therapist washes its hands before giving the treatment and when the guest is already into the cabin. If there is no sink, the therapist can use sanitizing gel, always in a discreet manner and avoiding making noises.
The therapist uses an eye cushion for the guest's face when appropriate (it does not apply for facials).
The therapist uses a massaging roller so that the guest's legs relaxes during massages.
The therapist asks the guest whether they may like the treatment to be explained (or the guest wants a more quiet / "relaxing" experience).
The therapist confirms that the pressure is appropriate during the massage.
The treatment session is not halted, nor is there avoidable outside noises (e.g. collaborators speaking excessively, etc.).
The treatment session begins within a range of 5 minutes from the scheduled appointment time.
The treatment lasts the determined time previously confirmed by the guest.
The treatment meets the expectation of service as promised in the menus, promotions, etc.
The therapist addresses the guest by their surname at least once during the treatment session.
The therapist plays the Tibetan bells or Cymbals, which notifies that the spa service has concluded.
The therapist thanks the guest, offers a drink, and informs that is going to be waiting outside.
The therapist gives the guest a recommendation sheet of the products that were used during the service, in case the guest wishes to know the information or even wants to buy it in the spa boutique.
The therapist accompanies and accommodates the guest in the relaxation area or in the locker area after the service.
The staff members show a kind, polite, positive attitude, always with a smile.
The staff members appear well organized and proactive.
The therapists have a professional appearance wearing a full uniform and badge
The therapists speaks fluently and clearly with a good level of formal English.
The therapists are attentive to the guests.
The therapist extends a warm and sincere farewell to the guest and invites them to come back again.
For the 80 minutes massages, should start by a 5-10 minutes foot ritual.
ACT - CCV: There is a closed box of disinfectant material, for resin or plastic boutique testers.

SPA - PRODUCTS AND INSTALLATION - RECEPTION

There is a space for social experiences in the spa, oriented to friends and family to enjoy their treatments with music, drinks, etc. and live a more fun and less zen experience without affecting the rest of the guests. For example: BRECU Spa festival
The waiting area has a variety of popular health and beauty magazines in English and Spanish (for MX, RD, and CR --for Jamaica only English is required). Must be dated less than 2 months issued; e.g.: Fishing, Golf, Vogue, "Men's Health", "Women's Health", Yoga, Spa, etc.
Menus to carry on, in high-quality color prints, available in the waiting area or under guest's request at the reception desk.
There is an LCD or a video device with an animated photo player at the Spa reception desk which shows selected areas, services or products.
Sanitizing gel is available for the guest at the front desk with an elegant presentation.
A box of handkerchiefs and handkerchief holder with elegant presentation.
A folder with spa logo or hotel logo, made of high quality to show the spa menu.
Natural flowers or plants which harmonize with the style of the Spa.

SPA- RELAXATION AREA / HYDROTHERAPY

The waiting area has a variety of popular health and beauty magazines in English and Spanish (for MX, RD, and CR --for Jamaica only English is required). Must be dated less than 2 months issued; e.g.: Fishing, Golf, Vogue, "Men's Health", "Women's Health", Yoga, Spa, etc.
The areas must be kept impeccable. Wet areas must have dry floors; towels and dirty crockery must be collected instantly.
Any safety info and regulations must be on sight, easy to read, and located near to the sauna, vapour, jacuzzi and hydrotherapy areas.
The Ludic Pool must have a thermometer.
The Jacuzzi must have a thermometer.
The Cold Water Pit must have a thermometer.
Several Zen gardens should be in relaxation areas.

SPA - JUICE BAR

Thermal jug with hot water and teas (green, chamomile, additional other varieties) elegantly assorted.
Chlorophyll water with attractive presentation and signage with its benefits.
Natural water with attractive presentation (in jar, dispenser, or bottles).
Jug or dispenser with fresh water, slices of cucumber or orange, hibiscus flower infussion, etc.).
There is a variety of healthy cookies (carbohydrates), that must be different from those offered at the lobby.
Juice options for upselling: Possibility of energy juices, detox juices, etc.
A selection or a variety of dry snacks (nuts, almonds, or assorted mix; proteins).
At least 3 types of fresh and whole fruits, which do not require utensils to eat (such as apples, pears, plums, guavas).
All snack options are fresh and widely assorted.
All utensils and accessories for all options are available (honey and sugar for teas, spoons or stirrers, napkins, mugs for hot drinks, polycarbonate cups for cold drinks, etc.). Glass is strictly prohibited in any area of the spa.
All the amenities located in the juice bar must have signage in English / Spanish (Spanish is optional for Jamaica).
Basics: It is not authorized to serve alcoholic beverages within the spa facilities, except in the bride's cabin where champagne is allowed.
Fresh towels or sliced cucumber for guests available in the hydrotherapy area, for selfservice and/or Valet assisted.

SPA - CABINS

Cabins and appliances are neat and hygienic.
The cabins are completely private.
There is a working clock on sight (in the case of a digital clock, avoid any lighting that disturbs the senses; if it is mechanical, avoid ticking).
A sink with liquid soap or with antibacterial gel at the sight of the host.
In the cabins there are facial handkerchiefs with elegant presentation.
In the cabins there are ignited electric candles.
The cabins show an appropriate atmosphere due to the smell (diffusers exclusively for massaging, environmental scenting); diffusers for aromatherapy must be lit in very visible areas.
The cabins show an appropriate atmosphere due to the visual elements (flowers, plants, art, artifacts, or alike).
In the cabins there is a hook (hanger) for robes.
In the cabins there are high quality bedding.
In cabins with a shower there is shampoo, conditioner (separately), and bath gel inside the shower, presented as individual amenities or in large and attractive dispensers and labeled. The products must be provided by Pevonia.
In cabins with a tub, there is bath gel.
It is mandatory to have a "Focus Point" or a unique optical pointing for massages (such as a flower floating in a blown glass bowl).

SPA - LOCKERS

The lockers are numbered, they are clean and in excellent conditions, inside and outside.
The lockers have enough space and they are convenient to store clothes and personal stuff.
The spa robes must be in excellent condition. It is suggested to check in advance that they have a cloth belt. There are several sizes available.
Plastic sandals within the lockers area should be corporate variety with a special anti-skid sole, for both men and women, and with a wide variety of sizes.
Fabric mats outside each shower.
Lockers numbered clearly clean and in good condition.
There must be towels in each Locker, with a good presentation and made of high quality, both in the lockers area as in the hydrotherapy area.
UPDATED: Showers stocked with shampoo, conditioner, and body wash; should be presented as individual amenities or in large, attractive dispensers, and labeled.
The countertops are clean, well organized and in good repair; the flowers or amenities are well stocked and have an attractive presentation.
The walls, floors, ceilings, facilities and areas are in good condition and keep a high level of cleanliness.
High-quality hair dryers are available and in good working condition (for both men and women), preferably should work quietly.
A hair straightener is available in the women's area and labeled with a warning of high temperature, preferably fixed to the wall. If not having it in sight, should be signage indicating its availability at the guest's request.
A vanity magnifying mirror is present. The area must have good lightning, otherwise, the mirror must have its own light (for both men and women).
There should be a scale in good working condition that can be set in both pounds and kilos.
Toothpaste (Colgate or Crest brands) and individually packed dental brushes.
Mouthwash and plastic cups.
Shower caps.
Hair gel or spray, preferably both, in both areas for men and women; of the same brand that is for sale in the boutique. It is suggested to put the sticker of "Spa Property".
Individual combs in disinfectant, or individually packed with the brand.
Liquid soap in a Talavera dispenser or another fine presentation.
Aerosol deodorant, and oil-free makeup remover (in the ladies' area).
Shaver and shaving cream.
Handkerchiefs and handkerchief holder with elegant presentation.
A high-quality case and cotton products, in both men and women areas; in the women's area female sanitary products (pads and tampons) are included.
All amenities and sanitary products are well stocked and have a good presentation.
A basket with a cover/lid for used robes and towels.
Constant area supervision/cleansing (no trash in cans, no dirty towels, no towels over the floor, etc.).

SPA - DRY AND STEAM SAUNA

NEW- For new generation hotels (Constructions 2008 onwards). There should be a Sauna in the men's locker room area.
NEW- For new generation hotels (Constructions 2008 onwards). There should be a steam room in the ladies' dressing area.
ACT - The Saunas have an hourglass.
The Sauna has a thermometer (preferably to have two: inside and outside of the sauna) in Celsius and Fahrenheit degrees, and has a properly marked emergency button with clear instructions at the reach of the guests.
ACT - The steam rooms have a thermometer at their entrance (in degrees Celsius and Fahrenheit).
ACT- Wooden bucket with its stick (in the saunas). In new generation hotel (Constructions 2008 onwards) saunas it does not apply as they are electric.
NEW - Mounting on the dispensers (Tea Forté) at the spa reception According to the photographic standard.
NEW - Teas and herbal teas, which are offered in the pre and post treatment areas (tableware standard according to photographic standards).
There are towels placed carefully on the benches of the sauna.
Any safety info and regulations must be on sight, easy to read, and located near to the sauna, vapour, jacuzzi and hydrotherapy areas.
The thermal installations must be clean, in excellent condition, and has the proper temperature.
The facilities have adequate lighting and works well.

SPA- MENUS

Spa menus and/or website has clear and attractive descriptions of treatments.
The spa menus are available and printed in accordance to each brand.
The menus contain treatments according to the spa line that is offered: Spa cuisine, treatment of the region, house signature.
Diy Scrub Bar: Guests can, at an additional cost, create their own scrub before their spa treatments (local fruits and herbs, fresh sea salt, etc. and take a jar home to enjoy at home or for the rest of their stay.

SPA- MICELLANEOUS

Basics: In the spa, massages on the beach will be promoted as a part of the experience. Outdoor services (better on the beach) are available and feature at least partial privacy.
Basic: A midnight massage on the beach with candles and champagne is available. Under the Moon services are available for couples, and are complemented with F&B (e.g. Pevonia Moon & Stars Package, with strawberry or other fruit and sparkling wine, etc.).
ACT - CCV: Pedicure Zone: Use of effervescent tablets to disinfect pedicure stations. This will protect both the guest and the therapist.
The decoration is fresh and of high quality.
The spa signage is clean, accurate, appropriate, and always laminated printing (not written by hand, not printed on a white sheet) including the cases of facilities under maintenance.
All facilities, furniture, and finishes are clean and hygienic.
All facilities, furniture, and finishes are in excellent condition.
The temperature is suitable in all areas of the spa.
Music or sound is suitable in all areas of the spa.
The lighting is suitable in all areas of the spa (with warm light, and dimmers in the cabins).
The fragrancy is suitable in all areas of the spa. For men's area: fine woods. For Women's area: chamomile. Common areas: Green tea or white tea.
Basics: All the new generation properties located in Mexican territory must have a Temazcal.
All garbage bins must have a lid/cover.
The collaborator shows a good level of competence and refinement.
Emotional connection: The guest felt very special, the treatment was highly personalized. There is evidence of a high level of empowerment.

CH 37 - FITNESS CENTER

If it is attended: Staff have a professional image.
If it is attended: staff speak clearly and with a good level of English.
If it is attended: Staff have a warm and friendly, polite and positive attitude.
If attended: Staff members ask all guests to sign in on the gym's disclaimer at each visit.
If attended: Staff members attend to guests very well, even if only in a discreet manner (e.g., demonstrating the operation of equipment, apparatus, free weights, etc.).
If it is attended: When leaving the staff offers the guest a warm and sincere farewell.
It is suggested that the fitness center is open 24hours for Breathless Brand
The gym has signage/regulations indicating gym hours and rules.
The gym has an appropriate number and variety of cardiovascular machines (minimum of 5 machines) with plenty of space to accommodate them, including treadmills, bicycles, elliptical machines, etc.
The gym has an adequate number of resistance or weight machines (minimum 5) and a range of free weights.
All resistance machines have pictorial instructions for operating them
There are additional new condition apparatus in the gym, such as jump ropes, yoga mats, and balance balls.
All equipment is clean, in excellent condition, and in working order, not to exceed 1 cardio machine and 1 weight machine in repair.
There must be LCD screens in the Gym area, or monitors in cardiovascular machines of good condition and functional.
LCDs are on during operational hours; subtitles activated when possible. Channels should be sports or news channels unless changed by guest. Block Playboy channel.
Headphones available and free for guest use (suggested), and especially if the machines have radio options, or otherwise they must have instructions on how to request them for use (Recommended for Zoëtry & Secrets, but not necessary)
Clean towels are available, in excellent condition and attractive presentation.
There are baskets with hatches for used towels and one for general trash (cups, paper towels, etc.).
Antibacterial gel for hands and disinfectant spray for machines, for spray please put sticker with "disinfectant" (disinfectant).
"High quality, stylish water dispenser and/or bottles; in case the gym only has a water dispenser, cups must ALWAYS be available (with paper cones, disposable plastic cups and preferably eco-conscious, or polycarbonate).
It is suggested, but not required, to have another beverage option (Gatorade, juice, chlorophyll).
There is a schedule of fitness classes (Fit-Force) for the week and location. Must include guest instructor classes, if any.
There are a variety of popular health, sports, and beauty magazines and/or newspapers in English and Spanish (in MX, RD, and CR) with publication dates of 2 months or more up to date.
Corporate music (Barix) at a good volume in the gym during operational hours; It is possible to turn on a music channel on television if the property does not have a radio / speakers.
CCV: Intensify disinfection and cleaning schedules, including deep cleaning on machines.
CCV: Alkaline water is offered instead of regular water, this helps improve the immune system.
CCV: When the Staffing allows it: There should always be a coach or a person in the gym, this person must deliver towels and help disinfect each machine after being used by a guest.
CCV: The fitness instructor or person in charge must perform the hand washing process every 20 minutes and wear PPE at all times as well as clean and disinfect the machines before and after they have been used by guests.
CCV: Compliance with the established capacity in accordance with local legislation.
There is a functional and visible clock on the wall (digital or analog).
A well-functioning scale that can show pounds or kilos.
Fresh and whole fruits are available in your fruit bowl.
The gym is free of unpleasant odors.
The temperature is fresh and comfortable.
The decoration is fresh, modern, and high quality.
Walls, ceilings and floors are clean and well maintained.
Windows and mirrors are clean and free of marks.
The gym has appropriate light and curtains if the gym gets too much light.

CH 38 - POOL

The pool circulation system must be safe and well calibrated.
It is mandatory that deep cleaning, chemical placement, and duct filtration be done at night, and avoid any form of cleaning during the day, other than picking up straws, trash, or other debris.
Pools and hot tubs are clean and well maintained, free of damage and wear and tear (i.e., tile/mosaic flooring in good condition, lighting, etc.).
Pool water is clear, at a refreshing or comfortable temperature, and without excessive chemical odor.
At least one pool is heated during the winter season, without exception. Or it is suggested that at least one swim-up bar area be heated. It is highly suggested that any swim-up room also have a heated pool.
If the property has an outdoor hot tub, it is appropriately heated in any season.
Public Jacuzzis with champagne service available with polycarbonate cups.
Depth signs, pool rules and lifeguard information (which there is none or we are not responsible for) are posted clearly, legibly and highly visible.
The pool area is clean and free of debris and service items with constant surveillance.
Beach chairs/beds at the main pool are arranged with beach towels folded at the start of the day (weather permitting).
Used towels are stored out of sight of the guest (regularly collected from baskets or those found abandoned in areas or chairs/beds).
There are high quality collection baskets in good condition and attractive presentation to collect used towels, conveniently located sufficiently close to the pool and/or beach areas.
There is an abundance of lounge chairs, tables and umbrellas, which are clean and in good condition. There is no need to reserve lounge chairs/chairs early in the morning due to insufficient equipment (should not be a cause for complaint).
The staff cleans and tidies the area, continually arranges unoccupied chairs which have no personal items to indicate that the guest will be returning.
There are enough high quality towels conveniently available; towel cards are not in use.
There is a shower in perfect condition (no leaks, rust or deterioration). There is a shower at the pool and/or beach. Drains are in good condition, functioning properly and free of debris.
Showers are in good condition (no leaks, rust or deterioration).
Sinks and toilets are clean and in good working order.
A staff member offers to set up the lounger with towels, sun or shade. (Xhale area) if there is an exclusive area.
A waiter service provided at the pool and/or beach, between 11 am and 6 pm, daily, although extended hours may be available subject to operations discretion. Beverages and a "snack" with a written or oral menu are offered, if the guest indicates an interest in food.
Complimentary water or fresh towels always provided at least hourly by waiter or at a convenient and fully deployed location. (In Xhale Club areas)
Breathless Branded music is available at a reasonable volume, according to the type of pool environment (See Energy Centers).
Basics: At the end of the day and prior to the opening of dinner and romantic dining services, lounge chairs and umbrellas are rearranged, dirty glasses are removed, floats are removed from the pool area and stored at the close of pool activities.
The volleyball net has been removed at the end of the afternoon activities, or before 6:00 p.m.

CH 39 - BEACH

Security is on the beach 24/7
The beach is combed daily and with a differentiating Zen-style design, the design must be carried out every morning/early morning before the flow of guests begins on the beach.
The beach is free of debris or service items (in the morning and at sunset).
There are collaborators constantly collecting algae to keep the beach clean.
There is signage indicating that the beach is a federal zone, beach boundaries, indications of hours and responsibilities or demarcation of lifeguard responsibility, sea conditions and the flag system (red, yellow, and green) to indicate whether or not you can swim.
There are signs at the beach accesses about the improper use of drugs or illicit substances.
There is a shower in perfect condition (no leakage, rust or deterioration). There is a shower in the pool and/or beach. The drains are in good condition, proper operation and free of waste.
The beach furniture includes chairs / sun loungers and umbrellas in good condition.
Waiters pass by at least once an hour on the beach.
Dressing rooms are in good condition.
Towel racks: In good condition, organized and with sufficient towels available.
There are a variety of seating options on the beach, including sun loungers and bali beds or hammocks-places can be reserved for Preferred, or available by request/reservation, or for rent (for a fee). If additional charges are required, there is evidence of superior amenities and services.
Waiter service is offered on the beach, between 11:00 and 18:00Hrs daily, to offer drinks, also "snack service" is offered with a written or oral menu, if the guest indicates interest in food (on beach preferred of all brands).

CH 40 - ENTERTAINMENT

ENTERTAINMENT- ACTIVITIES

Activities and celebrations are held according to the theme of the month (See Monthly Entertainment Calendar).
CCV: Sanitization of entertainment equipment prior to each guest's use. Includes, among others: ping pong, basketball and volleyball balls, bows, tennis rackets, non-motorized water sports equipment, among others.
CCV: Seating arrangements for daytime and evening entertainment. The Entertainment team will assign seating following the appropriate physical distancing protocols according to the hotel's occupancy growth.
There are 2 theme parties weekly (2 theme nights ASADO & FUSION) - outside events with A&B and shows/games/activities. Must be at the beach or pool unless weather does not permit. Properties with federal restrictions or other reason for not meeting this attribute must inform Corporate/Entertainment Committee; loriana.granillo@hyattic.com. Holidays (e.g. Valentine's Day, Superbowl Sunday, Thanksgiving Day) may count as a theme night to meet this attribute.
Activities and events are promoted through digital 'The Hourglass'.
Activities and events are promoted using appropriate language (terms such as 'Hot Bodies', 'Sexy DJ Party', 'Thongs', etc. are unacceptable).
'The Hourglass' includes the Fitness activities of the day under the name 'Fit Force'.
Promoted activities and events are held on time and on location. If there are last minute changes, the guest is informed on site, and alternative activities are offered (e.g. Rainy Day).
There is a 'Rainy Day' program posted permanently in the Hourglass.
There is a weekly Executive Party to introduce Breathless executives.
The entertainment program is balanced with guest enjoyment in mind: it includes parties and celebrations as well as integration, relaxation and enrichment activities.
There is themed entertainment every night, which includes a show or a party / an activity (games, karaoke) or a party; according to the Weekly Events calendar (e.g. Black & White night, Burlesque night, etc.) - Holidays (e.g. Valentine's Day, Superbowl Sunday, Earth Hour, Thanksgiving Day) must count as a themed night to fulfill this attribute.
Each week there are a minimum of 2 events with A&B (sushi classes, paella on the beach, drink tasting, cocktail course, etc.). Must be at the beach or pool unless weather or type of preparation does not permit. Properties with federal restrictions or other reason for not complying with this attribute must immediately inform loriana.granillo@hyattic.com in this way they will have the written request to be able to review it and solve each case.
Special celebrations contained in the Annual Entertainment Calendar sent by Mr. Jose Tolentino are held according to program specifications: shows, themed dinners or meals, themed activities for all guests, and creative decorations according to the event.
Daily concerts or fashion shows are shown on a screen.
Live music is offered, preferably acoustic sessions, minimum 4 times per week. It can be in Central Plaza or Wink Lobby Bar.
There is at least one immersive, dress-code entertainment experience where guests become part of the show.
Personalised entertainment experiences are offered based on the purpose of their visit. Example: Arts beats package, Music recording experience, Romantic dinners
There are Pop-Up Parties, unexpected and unannounced spaces transformed into entertainment areas such as speakeasy-style cocktail lounges or a disco party that guests discover for themselves. For example: Silent party, surprise performances at the pool, pop up fashion shows in the restaurants, etc.
Within the Fit Force program, classes of the latest fitness trends are offered: Yoga, Crossfit, Bootcamp, Pilates (using this terminology) - at least 6 times per week (all brands).
The Fit Force program offers Aqua fit classes - at least 5 times per week, including (Aquastrongs,Pool Jumping,Pool biking).
The Hourglass offers Beach Volleyball games daily, preferably 2 times a day.
The Hourglass offers pool volleyball games daily.
Basics: The beach volleyball net is removed by 6:00 PM at the latest. (If guests are using it, it will be removed immediately after they vacate it).
There is an adults-only arcade area.
Integration, relaxation and enrichment activities are offered at least 5 times a week: handicrafts, massage classes, cocktail classes, sushi, chocolate tasting, drinks, etc.). Classes are conducted by the expert department. (all brands).
Introductory Scuba course is offered - (In hotels where there is an instructor).
Dance classes are offered - at least 3 times per week; must reflect the representative dance of the country (salsa, merengue in the DR, etc.).
Beverage tastings are offered at least 1 time per week (tequila (MX), rum (DR and Jamaica) or other. They should be informative and not encourage the guest to drink to excess.
Any set-up for activities must be removed immediately after the activity is over.

BREATHLESS E-TEAM

The staff is warm, cheerful and upbeat.
Staff make every effort to please or personalize experiences for guests (helping them take photos, offering personalized recommendations, greeting them on sight, etc.).
Staff makes an effort to identify guests by name when possible (first name as a baseline). Uses their name at least 3 times during the interaction.
Staff encourages guests to participate in activities but is respectful of those who prefer to relax.
Staff promotes Mix & Mingle as a brand attribute. Invites guests to interact and socialize with each other.
Staff at all times uses respectful and appropriate verbal and body language. No hugging or inappropriate touching of guests. No dancing in a suggestive manner (Twerking) or near guests.
During the week there are several events called "happenings" in the restaurants, with a duration of 3 to 5 minutes, to break the ice and invite the guest to participate in the entertainment events.
During rush check-in hours, a WOW (happening) moment is offered.
The staff is punctual in starting and ending the activities.
Staff are fluent in English and speak the local language.
At least one staff member is present to facilitate interaction at daytime activities; at least one staff member welcomes at theme parties and evening shows (N/A at concerts and fashion shows posted on screens).
At least one staff member gives a welcome at theme parties and evening shows (N/A at concerts and fashion shows posted on screens).
Nightly events are hosted by roving influencers or resident hosts who generate excitement and good vibes throughout the property.
Staff use microphones only at night and with limited use for announcing shows, or very limited in the case of very large properties, any questions should be directed to loriana.granillo@hyattic.com.
Personnel are appropriately dressed for the activity (uniform or costume); personnel not wearing the "entertainment team" t-shirt should wear a hat and bandana to indicate that they are part of the entertainment team, or at least the bandana. (According to the Breathless Uniform Catalog).
Staff must wear swim attire/swimsuit that is in good taste (appropriate for customers), all attire/swimsuits must be the same style (one for men and one for women). (According to the Breathless Uniform Catalog)

ENTERTAINMENT SCREEN

The screen is in pristine condition. In properties that have their schedule on a screen (LCD), all of the attributes listed above may be rated in video format, or you may combine video and dashboard to achieve all points. If you will require a physical change to the existing dashboard for any reason, it is suggested that you inform loriana.granillo@hyattic.com
Any written information will appear first in English and then in Spanish for all hotels.
The promotion of nightly entertainment (show, theme party, etc.) is planned.
Nightly shows are promoted with flyers placed in strategic locations. (e.g. lobby, lobby bar, etc).
If the board has more space to display additional content, the hotel may or may not present more promotional information regarding entertainment or non-package sales opportunities (e.g. romantic dinners, wine sales, excursions and social media promotion).

ENTERTAINMENT SCREEN

There is a security guard at the door in uniform (similar to a nightclub doorman, according to the Guest Experience Manual), wearing an identification badge. Security is attentive and friendly and opens the door to invite you in.
The entrance has carpet and unifilas aligned and in perfect condition.
After Dark" sign has sufficient lighting (LED lights), is clean and in perfect condition. There are no blown bulbs.
Doors and entrance frames are clean, without deterioration or damage. Doors have pull-push signs to indicate direction of opening.
Windows have tinted laminate and brand decals for safety reasons (decals are placed at eye level, centered at 150 cm from the floor).
Furniture, fixtures, and décor are modern in appearance, clean, fresh, attractive, and well maintained, including windows, pictures, walls, glass, tables, and fabrics.
At least 2 themed parties are held during the week at After Dark.
There is a dance floor with a modern and sophisticated look. There is space for entertainment functions.
There are at least 3 TV screens, flat and modern looking, fully functional and undamaged. From 6:00PM onwards they are programmed to broadcast music videos.
There is a DJ booth with an attractive and modern presentation, with no damage.
There is a "No Smoking" sign in the lounge.
The sound system is of high quality and sound isolators for better ambience.
There is disco music or music according to the theme party of the night, at a reasonable volume and clean lyrics (not explicit).
The emergency exit is properly signposted.

AFTER DARK - TERRACE

Furniture, fixtures, and décor are modern in appearance, clean, fresh, attractive, and well maintained, including windows, walls, glass, tables, and fabrics. Tables and chairs are fixed.
Walls, floors, ceilings, fixtures and areas are in good condition and maintained to a high standard of cleanliness.
The tables have ashtrays for smokers.
At night there are candles and scents to create a relaxing atmosphere.
There are fresh plants.
There is chill out music (to differentiate the 2 disco/terrace environments), at a reasonable volume, allowing people to converse without having to shout. The music has clean lyrics (not explicit).

TENNIS COURT

There is a service booth with staff available for guest service and service reservations at all times, from 8:00AM-8:00PM.
There is a posted schedule of services, visible and in perfect condition.
There is a telephone available, free of bad odors, clean and in perfect condition. The telephone line works properly.
The staff is attentive, friendly and shows interest in helping guests with their needs, providing personalized attention. They are properly uniformed and have their identification badge.
The staff member politely asks for the guest's room number. Provides personalized service. Mentions the guest's name at least 3 times during interaction.
There is a guest register for the use of the courts, which serves as a disclaimer in case of accidents during sports activities. The disclaimer is available in at least two languages (English and Spanish).
The service booth is organized at all times. The furniture for staff use is in perfect condition and attractively presented.
Walls, floors, ceilings, facilities and areas are in good condition and maintained with a high level of cleanliness.
Equipment for guest use is in perfect condition, clean and undamaged.
Equipment storage is of high quality and attractively presented.
Tennis court restrooms are clean, free of odors and debris. The staff supervises that they have the necessary equipment.
The lights are in perfect condition. There are no burned-out bulbs at night. During the day, the lights are turned off to save energy.
The court nets are in perfect condition.
The service booth has a first aid kit and is equipped with the necessary materials for emergencies.
The courts are clearly marked with white lines.
The glass has tinted laminate and brand decals for safety reasons (the decals are placed at eye level, centered at 150 cm from the ground). The court walls, metal structure and glass are in perfect condition.
There are water bottles in a cooler or drinking fountain available for guests. If it is a drinking fountain, it is clean and in perfect condition.
Hand towels are available for guest use, in excellent condition, properly folded and attractively presented.

WATER (CAN BE EXTERNAL)

Staff makes every effort to please or personalize experiences for guests. Uses guest's name at least 3 times during interaction.
There is a guest sign-in sheet that functions as a disclaimer for use of aquatic equipment.
The staff is friendly and respectful. They are properly uniformed and wear name badges.
The staff is very knowledgeable about the tourist area and the services offered at the aquatic center and the hotel.
There is a high quality towel rack, with towels available. It is clean and organized. There is an environmentally conscious sign.
The diving equipment is clean and in perfect condition. An instructor is available in the pool area to give free diving lessons daily according to the all-inclusive package.
Non-motorized aquatic equipment, paddle boats, sails, catamaran, snorkeling equipment (including fins), life jackets, kayaks, boogie boards and a variety of floats (including yoga mats), are available daily for one hour free of charge to the guest according to the all-inclusive package. All equipment is available for use and in perfect condition.
The service booth has a first aid kit and is equipped with the necessary materials in case of emergency.
The restrooms are clean and free of odors and waste. The staff supervises that they are equipped with the necessary supplies.
The aquatic hut is in perfect condition and has an attractive appearance.
Walls, floors, ceilings, facilities and areas are in good condition and maintained with a high level of cleanliness.
Stairs are properly marked (watch your step, watch your step).
There is a posted schedule of services, visible and in perfect condition.

ENERGY CENTERS: Are considered to be areas that have a clear focus on environments: Party / Live Big Zones: Afterdark, Wink Bar, Central Plaza, Freestyle Pool, Xcelerate Zone, a part of the Beach (to be defined by property). - Relax / Breathe Deep Zones: After Dark Terrace, Main Pool, A part of the Beach (to be defined by property), Xhale Areas.

The facilities are of high quality. They are clean, organized and free of damage.
Walls, floors, ceilings, columns and areas are in good condition and maintained with a high level of cleanliness.
Sound equipment is of high quality and presentation. They work perfectly and are free of rust.
The volume of the music is in accordance with the time of day and the events taking place.
All music is strictly Breathless Branded and should not be changed under any circumstances, except when the DJ is playing his sets.
The playlists used by the DJs are clean, contain no inappropriate language, racial slurs or sexual content under any circumstances.
Guests are not allowed to use portable personal music devices, such as personal speakers, in public areas. In this case, it is kindly suggested that they use their headphones.
The ancillary equipment, platforms, bars, etc. Are in perfect condition. They are secured and protected so as not to pose a risk to guests or collaborators, especially the equipment used inside the pool.
The activities are carried out maintaining the balance between the Energy Centers: Integration, relaxation and enrichment activities in the Relax Zones / Parties and celebrations in the Party Zones or B8.
The curtains and additional accessories are of high quality. They are clean, well placed and free of damage.
Safety measures are taken to carry out the assembly of the events. The areas are properly signposted and the staff is attentive at all times.
In the case of nighttime events in the pool, the necessary safety measures are taken to avoid accidents.

CH 41 - MEETINGS & INCENTIVES

WEDDING

NEW: Basic wedding and honeymoon packages are offered free of charge (conditions apply), as well as customised packages for sale.
NEW: Bachelor and bachelorette party packages are offered.
Special packages and personalised discounts are offered to repeat guests based on the touch points and preferences of registered guests during the guests' stay.
The Camp Breathless experience is offered at least once a year. Adults-only retreat, aimed at repeat guests and local trendsetters.

SOCIAL MEDIA

NEW: The hotel has a presence on Facebook and all comments (questions and opportunities) posted by followers are responded to in a courteous and professional manner.
NEW: The hotel has a presence on TripAdvisor and all comments (positive and negative) are answered.
Social Spotlight Series: Guests (present and past) are highlighted as well as colleagues on social media through a series of lo-fi video interviews of guests and staff members' day-to-day lives.
Live Streaming of Breathless: Live posts are made so that future guests can see live the most emblematic areas and events of the hotel or even prepare and enjoy one of our cocktails from home (via Instagram, Youtube or Tiktok).

GRUPOS

The hotel has on-site wedding and group coordinator(s).
Guests travelling for bachelor/bachelorette and group parties receive a personalised 24-hour itinerary (Example: from a bootcamp on the beach to visiting AfretDark at night).
The hotel has themed props or photo-opportunities to welcome large groups in a fun way.
Customised portable coolers for groups and events are available as an upsale option.
At the end of large group meetings or events, a restaurant or bar is designated for your exclusive use. These are decorated to suit the group or event, and can include cocktails and personalised menus.

EVENTS (GROUPS AND WEDDINGS)

The furniture and decorative elements used in group events and weddings are in perfect condition, free of rust, stains, holes or damage.
The furniture, decorative elements, audio and video equipment are secured and do not pose any danger to the guest.
The furniture, decorative elements, audio and video equipment are removed at the end of each event to avoid damage and / or affect the experience of the rest of the guests.
Facilities and areas are maintained to a high standard of cleanliness and good repair (walls, floors, ceilings, etc.).
Steps are properly marked or illuminated.
If there is an event, the toilets are open, in perfect condition and with the necessary supplies according to the standard.

MEETING ROOMS

The rooms are properly identified.
The lounge area is always organised.
The doors are in perfect condition, they do not produce any sound.
The doors are fitted with a peephole to prevent and avoid interrupting sessions in progress.
The rooms have dividing panels. They are movable and adjustable. They are in perfect condition and clean, including surfaces and rails.
The rooms are soundproofed.
The carpet is fireproof, of high quality, free of odors, dust, stains, debris, voids and imperfections.
In case the ballroom is not in use, the air conditioning is switched off for energy saving purposes.
There are "no smoking" signs visible in the area.
Emergency exits are properly identified and free of obstructions.
There are fire extinguishers in the area, properly marked. They are in force, periodically checked and free of obstructions.
Smoke detectors are installed in the rooms. They work perfectly.
Walls, floors, ceilings, facilities and areas are in good condition and maintained to a high standard of cleanliness.
There is sufficient lighting. The dichroic lamps are in perfect condition, free of dust and damage. There are no blown bulbs. The room has emergency lights installed and they are in perfect working order.
If there is a session in progress, it will be posted on the outside of the hall on a touch screen.
During the events the air conditioning is in perfect condition, the room temperature is pleasant, no noise is produced and the air vents are free of dust and mould.
The sound and auxiliary equipment (microphone, projector, etc.) are of high quality, in good working order and in perfect condition.
High-speed Wi-Fi is available, perfectly functional.

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RESERVATIONIST COLLECTS REGISTRATION DATA

GUEST INFORMATION IS COLLECTED

RESERVATIONIST REVIEWS REQUEST:

CONFIRMATION LETTER:

GENERAL

TRANSPORTATION SERVICES - DEPARTURE

GENERAL

XHALE CLUB SERVICE

SECURITY, INCIDENTS, RECOVERY SERVICE

EXTERNAL

HALLWAYS

ELEVATORS

RESTROOMS

BATHROOMS

LUMINOMETRY: The results are within range. (High contact surfaces: 0-150 URL. Food contact surfaces: 0 to 19 URL)

SERVICE

MINIBAR

ALLURE MINIBAR

MINIBAR: Xhale room amenities - Includes all minibar amenities listed above plus:

LAUNDRY

SERVICE

SERVICE LEFT IN THE ROOM - HOUSEKEEPING/CONCIERGE

DELIVERY

GENERAL

GENERAL

WAITER SERVICE

WELCOME

MAID SERVICE

LUNCH OR DINNER - SERVICE

LUNCH OR DINNER - PRODUCTS AND FACILITIES

SERVICE

PRODUCTS AND FACILITIES

GENERAL

STAFF

WELCOME TO THE RESTAURANT

ONCE IN THE TABLE

GENERAL

LUNCH BUFFET - SPOON - SERVICE

LUNCH BUFFET - SPOON - PRODUCT & FACILITIES

LUNCH BAREFOOT GRILL - SERVICE

LUNCH BAREFOOT GRILL - PRODUCT AND FACILITIES

STAFF

WELCOME TO RESTAURANT

IN THE TABLE

GENERAL

RESTAURANTS THEMED NIGHTS

RESTAURANTS - SHOW COOKING

RESTAURANTS - PRODUCTS AND FACILITIES

RESTAURANTS - GENERAL - BRANDS

IN ROOM DINNING- PLACING THE ORDER

IN ROOM DINNING- SERVICE DELIVERY

IN ROOM DINNING - PRODUCT

SERVICE

BARS - PHYSICAL FACILITIES

WINK LOBBY BAR

DEEP SWIM- UP BAR

TWIST & SQUEEZE BAR

FOAM (BEACH BAR)

THE BAR

AFTERDARK

THE NOOK CAFÉ

MISCELLANEOUS

SPA-RESERVATION

SPA- ARRIVAL CHEK IN

SPA- VALET SERVICE

SPA- TREATMENS AND SERVICE

SPA - PRODUCTS AND INSTALLATION - RECEPTION

SPA- RELAXATION AREA / HYDROTHERAPY

SPA - JUICE BAR

SPA - CABINS

SPA - LOCKERS

SPA - DRY AND STEAM SAUNA

SPA- MENUS

SPA- MICELLANEOUS

ENTERTAINMENT- ACTIVITIES

BREATHLESS E-TEAM