Forbes Pool and Beach | Four Seasons Lanai

Staff politely acknowledges the guest when appropriate and reasonably possible

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

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

Staff readily smiles and maintains an engaging expression

Staff makes eye contact and keeps focus on the guest

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

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

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

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

Staff closes interactions with polite, appropriate remarks

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

All staff encountered are extremely well-groomed while appropriately representing the property style

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

Staff does not decline any request without offering appropriate alternatives

The arriving guest is escorted to a chair, and set-up assistance is provided or offered

Once the guest is seated, water is proactively provided or offered within five minutes

During a 90-minute period in warm conditions, some sort of complimentary refreshment is proactively passed by staff

It is possible to conveniently obtain drinks and snacks by signaling the attention of a staff member. Drinks are promptly delivered within 10 minutes

The pool area provides adequate sun protection measures, including shade options and sun protection products

Ample towels are automatically provided

Soiled towels are stored discreetly

The pool deck/beach exhibits a well-organized and professional appearance; vacated loungers and used serviceware are swiftly cleared

All chairs, tables, pads, towels and umbrellas are clean and in excellent condition

All chairs, tables, pads, towels and umbrellas are of exceptional quality

All conditions around the pool and beach area are clean and completely hygienic

The guest is completely comfortable. There is adequate space and privacy. If children or groups of guests are present, it is possible to select chairs isolated from others

The pool setting is distinctive and promotes a sense of place

Restrooms are located within the pool/beach area

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

If appropriate to the destination, the pool/beach provides an excellent variety of activities and/or amenities

Poolside menu is available and offers a unique and interesting variety of food and beverages

Poolside menu offers a variety of nutritionally focused options; dietary restrictions are considered

If available, poolside menu, check presenter and all service items are clean and in good condition. Menu is grammatically correct

Food and beverages have a distinctive presentation

All ordered items are fresh, flavorful and properly prepared

All ordered items are accurately served

The bill is accurate

The service is handled without excessive delays or interruptions