Title Page
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The London EDITION
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Conducted on
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Prepared by
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Location
Arrival Service
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Cross-departmental channels of communication among staff are consistent and complete
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Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known<br>
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Luggage assistance is immediately offered curbside
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The guest is escorted or directed to the appropriate registration area
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Special requests or reservations made in connection to the hotel booking are confirmed during registration or upon entering guest room
Bar/Lounge Service
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Staff makes eye contact and keeps focus on the guest
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Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful<br>
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Staff is discreet and unintrusive throughout the experience, while remaining attentive
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Once the guest is seated, they are greeted within one minute
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Follow-up rounds are discreetly offered within one minute of glass being empty
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Follow-up rounds are discreetly offered within one minute of glass being empty
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Wine by the glass service includes an offer of a tasting sample
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If snacks are served, napkins are provided
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If provided, napkins are made of linen or cotton
Fitness Facility
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Fresh fruit and/or nutritionally focused snacks are available in or near the fitness area<br>
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Dampened chilled towels are offered in the fitness area
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Exceptional attention to the fitness facility design is evident. The style is in keeping with overall design of the property
Guest Room
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Fresh flowers or live plants are provided by the hotel in the guest room
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Robes, slippers and bathroom linens are all clean and in excellent condition
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Strong water pressure and no vacillating water temperatures are present in showers; showers are easy to operate<br>
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The bathroom is exceptionally clean
Guest Service
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All non-digital collateral is professionally presented
Hotel Dining
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Before taking the guest's order, staff inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known
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It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them
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Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known<br>
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Refills or follow-up rounds are readily offered or provided within one minute of the guest's beverage being fully empty
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If asked for menu recommendations, staff can provide helpful information
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When applicable, the pace of the meal is consistent; the guest does not have to wait or wonder when the next step of service will occur
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Vacated tables are cleared within five minutes
Housekeeping Evening Service
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During evening service, clothing left around the room is neatly folded or draped and left within immediate guest view
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During evening service, shoes left out in the room are paired and neatly placed near where the guest had left them, out of high traffic areas
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During evening service, toiletries and cosmetics are neatly arranged
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High quality underliners are used for toiletries on vanity or counter surfaces, but not under items on narrow shelves
Room Service
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If in-room service is provided, beverages are opened and poured in the room<br>
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If in-room service is provided, chair(s) is brought to the table and the seating arrangement is fully comfortable
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All proper cutlery is provided
Reservation & Pre-Arrival
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No telephone hold is longer than 30 seconds without offering a call-back
