Title Page
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Talent Names
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Conducted on
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Prepared by
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Room number
Guest Request & Delivery Service Standards
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Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting or in the case of digital communication, was a response received within 3 minutes?
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If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30 seconds or was the caller offered a call back option?
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Telephone conversation is calm and clear
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Staff politely acknowledges the guest when appropriate and reasonably possible within 1 minute
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Staff is highly articulate and avoids slang and excessive use of phrase-fragments
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The staff is polite and maintains a gracious tone and the appropriate pace throughout the interaction
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" Did the employee use the guest's name naturally and discreetly without overusing it?"
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Staff readily smiles and maintains an engaging expression
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Staff makes eye contact and keeps focus on the guest
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Cross-departmental channels of communication among staff are consistent and complete
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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
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Staff does not decline any request without offering appropriate alternatives
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The service is handled without excessive delays or interruptions
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Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
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Staff closes interactions with a polite, appropriate remark
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Staff encountered are wearing clean and well-fitted uniforms
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Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
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Staff maintains alert posture and behaves professionally in view of the guest
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Staff arrives to the room within 10 minutes unless advised otherwise
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Requested items delivered to the room are elegantly presented
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Two-hour pressing, same-day and express laundry/dry cleaning service are available on weekdays
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Folded items are returned with luxurious presentation
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Hanging items are neatly returned on high quality hangers, with non-slip inserts for trousers
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The service is handled without excessive delays or interruptions
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Any items requested for delivery to the room, including laundry/dry cleaning, are delivered in sustainable packaging *
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Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
Additional Information
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Comments & Percentage
