Forbes - Basic Standards

• Conducted on

  Date

• Prepared by

• Appropriate Alternatives - Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Excessive delays avoided - The service is handled without excessive delayes or interruptions

  Yes

  No

  N/A

• Eye contact & remains focused - Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Guest acknowledged - Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Holds with permission - The guest is always asked permission before being place on hold

  Yes

  No

  N/A

• Interactions closed appropriately - Staff closes interaction with polite, appropriate remarks

  Yes

  No

  N/A

• Overall hotel knowledge & proactive assistance - Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• Polite and gracious tone - Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction. Professional and courteous

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Smiles and engaging - Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff are well-groomed - Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Telephone conversation is clear - Telephone conversation is calm and clear

  Yes

  No

  N/A

Closing

• List employee names / Outlet/Room # if applicable

• First Class