Forbes - Public Areas

Telephone conversations are calm and clear

The guest is always asked permission before being placed on hold

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

Staff acknowledges the guest when appropriate and reasonably possible

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

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

Staff readily smiles and maintains an engaging expression

Staff makes eye contact and keeps focus on the guest

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

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

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

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

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

Staff closes interactions with a polite, appropriate remark

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

All staff encountered are extremely well-groomed

Staff does not decline any request without offering appropriate alternatives

All services are handled without excessive delays

All digital communication is professional in execution and content display

Large groups or meetings are handled in a way that does not interfere with the guest's visit or make them uncomfortable at any point

Staff uniforms are exceptional in design and style

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

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

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

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

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

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

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

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

The interior public areas are clean and in excellent condition

The exterior public areas are clean and in excellent condition