MOD Forbes Inspection

• Conducted on

  Date

• Prepared by

• Location
  Address

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrasefragments

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Crossdepartmental channels of communication among staff are consistent and complete

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

• All staff encountered are wearing clean and wellfitted uniforms

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• Guests are greeted curbside within 30 seconds of arriving

  Yes

  No

  N/A

• Luggage assistance is immediately offered curbside

  Yes

  No

  N/A

• Time from arriving at reception area until registration is complete does not exceed five minutes

  Yes

  No

  N/A

• All details of the reservation are accurate; departure date is confirmed during registration

  Yes

  No

  N/A

• Guest name is used three times during the interaction.

  Yes

  No

  N/A

• The guest is offered an escort to their room

  Yes

  No

  N/A

• Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it

  Yes

  No

  N/A

• Luggage arrives within 10 minutes of registration completion

  Yes

  No

  N/A

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• Upon arrival, the room has an extremely fresh, comfortable atmosphere

  Yes

  No

  N/A

• There are at least 10 hangers in the closet, convenient for all types of garments

  Yes

  No

  N/A

• Fresh flowers or live plants are provided by the hotel in the guest room

  Yes

  No

  N/A

• The bedroom is exceptionally clean

  Yes

  No

  N/A

• The bedroom is extremely well-maintained

  Yes

  No

  N/A

• If available, the outdoor balcony/patio is exceptionally clean and in excellent condition

  Yes

  No

  N/A

• Basic amenities, including shampoo, conditioner, body wash/gel, lotion, hand soap and cotton products, are provided

  Yes

  No

  N/A

• Beyond basic amenities, the bathroom is supplied with at least two additional types of toiletry items

  Yes

  No

  N/A

• Robes, slippers and sufficient towels are automatically provided

  Yes

  No

  N/A

• Strong water pressure and no vacillating water temperatures are present in showers; showers are easy to operate

  Yes

  No

  N/A

• The architectural and interior design style of the public areas is notable in quality, interest or execution. There are no signs of remodeling done in cycles

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• The interior public areas are clean and in excellent condition

  Yes

  No

  N/A

• The exterior public areas are clean and in excellent condition

  Yes

  No

  N/A

• If hotel transportation is used, vehicles are clean and in excellent condition

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Server can helpfully discuss details of the beverages and bar offerings and provide appropriate recommendations

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Once the guest is seated, they are greeted within one minute

  Yes

  No

  N/A

• 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

  Yes

  No

  N/A

• All items ordered are served accurately and server does not have to ask who ordered what

  Yes

  No

  N/A

• Wine by the glass service includes demonstration of the label and pouring at the table

  Yes

  No

  N/A

• Wine by the glass service includes an offer of a tasting sample

  Yes

  No

  N/A

• Mixed drinks/cocktails are dynamically interesting and/or photogenic

  Yes

  No

  N/A

• Beverages will be served in high quality glassware completely appropriate to the drink

  Yes

  No

  N/A

• Beverages are served at appropriate temperatures

  Yes

  No

  N/A

• Beverage pours/portions are appropriate

  Yes

  No

  N/A

• Mixed drinks and cocktails are correctly prepared and well-balanced

  Yes

  No

  N/A

• Beverage menu and check presenter are in pristine condition, free of any damage. Beverage menu is grammatically correct

  Yes

  No

  N/A

• At least one fresh snack is offered with the drinks

  Yes

  No

  N/A

• The guest's seating area is clean and in excellent condition

  Yes

  No

  N/A

• The bar/lounge exhibits a well-organized and professional appearance; tables are uniformly set

  Yes

  No

  N/A

• Music and/or entertainment are provided in a style appropriate to the bar/lounge setting; volume and sound quality are comfortable

  Yes

  No

  N/A

• The bill is conveniently and discreetly presented and collected

  Yes

  No

  N/A

• The bill is accurate

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

• Guest name is used three times during the interaction.

  Yes

  No

  N/A

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• It is possible to conveniently obtain drinks and snacks by signaling the attention of a staff member.

  Yes

  No

  N/A

• Drinks are delivered within 10 minutes

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

• Guest name is used three times during the interaction.

  Yes

  No

  N/A

• If present, staff in the fitness center is professional and courteous

  Yes

  No

  N/A

• All fitness equipment is clean and in excellent working order

  Yes

  No

  N/A

• The fitness room and all amenities are clean and in excellent condition

  Yes

  No

  N/A

• Appropriate cardiovascular equipment includes intuitive audiovisual functionality

  Yes

  No

  N/A

• Water is readily available within the fitness center

  Yes

  No

  N/A

• Fresh fruit and/or nutritionally focused snacks are available in or near the fitness area

  Yes

  No

  N/A

• Availability of personal training or fitness classes, whether virtual or in person, is made known

  Yes

  No

  N/A

• Staff closes interaction with polite, appropriate remarks

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• Interactions are closed with polite, appropriate remarks

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Once the guest is seated, the table is politely greeted within one minute

  Yes

  No

  N/A

• 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

  Yes

  No

  N/A

• Refills or follow-up rounds are readily offered or provided within one minute of the guest's beverage being fully empty

  Yes

  No

  N/A

• Order taker can helpfully discuss details of foods and beverages

  Yes

  No

  N/A

• Staff can helpfully discuss beverage offerings

  Yes

  No

  N/A

• Food presentation is precise and carefully plated

  Yes

  No

  N/A

• Foods are flavorful and well-seasoned/balanced

  Yes

  No

  N/A

• Condiments are elegantly presented

  Yes

  No

  N/A

• Service ware is in excellent condition and clean

  Yes

  No

  N/A

• All items ordered are served accurately and server does not have to ask who ordered what

  Yes

  No

  N/A

• All proper cutlery is provided

  Yes

  No

  N/A

• Estimated delivery time is quoted and order is received within 5 minutes of that time

  Yes

  No

  N/A

• The presentation of the bill is prompt

  Yes

  No

  N/A

• The bill is accurate

  Yes

  No

  N/A

• Beverage menu and check presenter are in pristine condition, free of any damage

  Yes

  No

  N/A

• Vacated tables are cleared within five minutes

  Yes

  No

  N/A

• The dining environment is comfortable, temperature is appropriate and if a sound system is used, the volume is appropriate

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

• Guest name is used three times during the interaction.

  Yes

  No

  N/A
Hotel Dining 2

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

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Before taking the guest's order, staff inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known

  Yes

  No

  N/A

• Interactions are closed with polite, appropriate remarks

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Once the guest is seated, the table is politely greeted within one minute<br>

  Yes

  No

  N/A

• Refills or follow-up rounds are readily offered or provided within one minute of the guest's beverage being fully empty

  Yes

  No

  N/A

• If asked for menu recommendations, staff can provide helpful information

  Yes

  No

  N/A

• Staff can helpfully discuss details of menu items

  Yes

  No

  N/A

• Staff can helpfully discuss beverage offerings

  Yes

  No

  N/A

• 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

  Yes

  No

  N/A

• Menu and check presenter are in pristine condition, free of any damage. Menu is grammatically correct.

  Yes

  No

  N/A

• Foods are flavorful and well-seasoned/balanced

  Yes

  No

  N/A

• Food presentation is precise and carefully plated

  Yes

  No

  N/A

• All items ordered are served accurately and server does not have to ask who ordered what

  Yes

  No

  N/A

• Condiments are elegantly presented

  Yes

  No

  N/A

• Table is in excellent condition and completely clean

  Yes

  No

  N/A

• Cloth napkins are used and are in excellent condition, clean and pressed

  Yes

  No

  N/A

• Serviceware is in excellent condition, completely clean and hygienic in appearance

  Yes

  No

  N/A

• All proper cutlery is provided

  Yes

  No

  N/A

• The presentation of the bill is prompt

  Yes

  No

  N/A

• The bill is accurate

  Yes

  No

  N/A

• The dining room exhibits a well-organized and professional appearance; tables are uniformly set

  Yes

  No

  N/A

• Vacated tables are cleared within five minutes

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

• Guest name is used three times during the interaction

  Yes

  No

  N/A

• During evening service, bedding is neatly prepared. If decorative items are removed, they are discreetly stored

  Yes

  No

  N/A

• During evening service, clothing left around the room is neatly folded or draped and left within immediate guest view

  Yes

  No

  N/A

• 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

  Yes

  No

  N/A

• During evening service, the bathroom counter, sink, shower and tub are cleaned

  Yes

  No

  N/A

• During evening service, toiletries and cosmetics are neatly arranged

  Yes

  No

  N/A

• If a housekeeping evening service attendant is encountered, they are very polite and professional. Their appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

• The telephone is answered within 3 rings

  Yes

  No

  N/A

• Telephone conversation is calm and clear

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Order taker inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known

  Yes

  No

  N/A

• If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Lunch and dinner are served within 40 minutes; breakfast is served within 30 minutes

  Yes

  No

  N/A

• If in-room service is provided, wine by the glass is presented in a bottle and poured in the room

  Yes

  No

  N/A

• Food presentation is precise and carefully plated

  Yes

  No

  N/A

• Hot foods and beverages are hot when served; frozen items are firm at the time of consumption

  Yes

  No

  N/A

• Foods and beverages are fresh and use high quality ingredients

  Yes

  No

  N/A

• Foods are flavorful and well-seasoned/balanced

  Yes

  No

  N/A

• Cooking is executed properly and as requested

  Yes

  No

  N/A

• All ordered items are accurately served

  Yes

  No

  N/A

• Condiments are elegantly presented

  Yes

  No

  N/A

• Coffee and tea service is presented in a refined manner

  Yes

  No

  N/A

• Tray or in-room dining cart is in excellent condition and completely clean

  Yes

  No

  N/A

• Cloth napkins, tablecloths and liners used are in excellent condition, clean and pressed

  Yes

  No

  N/A

• Removal of soiled dishes occurs within 12 minutes or within five minutes of the pre-arranged time

  Yes

  No

  N/A

• Guest name is used three times during the interaction.

  Yes

  No

  N/A

• Telephone conversation is calm and clear

  Yes

  No

  N/A

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Bellman arrives within eight minutes of departure assistance request; or within five minutes of pre-arranged luggage pick-up time

  Yes

  No

  N/A

• Time spent settling the folio does not exceed five minutes

  Yes

  No

  N/A

• Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it from the room

  Yes

  No

  N/A

• Staff accepting payment specifically thanks the guest and closes the interaction with a polite and appropriate remark

  Yes

  No

  N/A

• Staff proactively inquires about transportation needs

  Yes

  No

  N/A

• The final folio is accurate and easy to read

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

• Guest name is used three times during the interaction

  Yes

  No

  N/A