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 is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful
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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
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Staff automatically arranges luggage in a convenient manner, using a rack or dedicated storage space
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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First drinks are served within five minutes of ordering at a table, or four minutes of ordering at the bar counter, unless otherwise advised by server
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Follow-up rounds are discreetly offered within one minute of glass being empty
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All items ordered are served accurately and server does not have to ask who ordered what
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Wine by the glass service includes demonstration of the label and pouring at the table
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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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All drinks are served on distinctive coasters
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Staff attentively maintains tabletop/bar counter area
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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
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The property offers an interesting selection of fitness classes, training and/or other wellbeing activities appropriate to the destination, whether virtual or in person
Guest Room
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Hotel collateral and any printed products are in excellent condition
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Hotel collateral is accurate and grammatically correct; if provided, magazines are current
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There are at least 10 hangers in the closet, convenient for all types of garments
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The bedroom is extremely well-maintained
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Beyond basic amenities, the bathroom is supplied with at least two additional types of toiletry items
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Strong water pressure and no vacillating water temperatures are present in showers; showers are easy to operate
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Placement of bathroom linens is convenient and careful
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The bathroom is extremely well-maintained
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The bathroom is exceptionally clean
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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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The guest is exceptionally comfortable in this room
Guest Service
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When appropriate, staff asks guiding questions to ascertain the guest's preferences
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Staff exhibits local expertise by providing thorough detail and firsthand knowledge
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Property offers high quality and curated experiences, itineraries or activities
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All non-digital collateral is professionally presented
Guest Service Request
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The property offers an interesting selection of fitness classes, training and/or other wellbeing activities appropriate to<br>the destination, whether virtual or in person
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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The guest is escorted to their table and provided with chair assistance
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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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Condiments are elegantly presented
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Serviceware is in excellent condition, completely clean and hygienic in appearance
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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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The bedroom is tidied, with significant debris removed from floors and furnishings; wastebaskets are emptied and reading materials are straightened
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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, the bathroom counter, sink, shower and tub are cleaned
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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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Staff closes interactions with polite, appropriate remarks
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Ordertaker can helpfully discuss details of foods and beverages
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Estimated delivery time is quoted and order is received within five minutes of that time, not earlier or later
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Lunch and dinner are served within 40 minutes; breakfast is served within 30 minutes
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Staff conveniently sets the table so the meal is ready to begin; all serviceware is neatly arranged
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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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Tray or in-room dining cart is in excellent condition and completely clean
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Serviceware is in excellent condition, completely clean and hygienic in appearance
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All proper cutlery is provided
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The service is handled without excessive delays or interruptions
Departure Service
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Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
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The guest is invited to review their folio, either digitally or printed, prior to processing
Public Areas
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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
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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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The interior public areas are clean and in excellent condition
