Public Areas (Forbes 2024)

• Location Audited

• Conducted on

  Date

• Lady or Gentleman Audited

• Auditor

Courtesy and Manners

• The guest is always asked permission before being placed on hold.

  Yes

  No

  N/A

• No telephone hold is longer than 30 seconds without offering a call-back.

  Yes

  No

  N/A

• Staff politely acknowledges the guest when appropriate and reasonably possible.

  Yes

  No

  N/A

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

  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 closes interactions with a polite, appropriate remark.

  Yes

  No

  N/A

Efficiency

• All services are handled without excessive delays.

  Yes

  No

  N/A

Graciousness, Thoughtfulness, & Sense of Personalized Service

• 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

• Cross-departmental 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 does not decline any request without offering appropriate alternatives.

  Yes

  No

  N/A

• If any negative issues encountered during the stay are called to the attention of staff, these are quickly and discreetly rectified with words of apology.

  Yes

  No

  N/A

Guest Comfort and Convenience

• Telephone conversations are calm and clear.

  Yes

  No

  N/A

• 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.

  Yes

  No

  N/A

Technical Execution, Skill, & Knowledge

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

  Yes

  No

  N/A

Staff Appearance

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene.

  Yes

  No

  N/A

Sense of Luxury

• Staff uniforms are exceptional in design and style.

  Yes

  No

  N/A

Wellness

• There is a strong sense of security throughout the property.

  Yes

  No

  N/A

Guest Comfort and Convenience

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Sense of Luxury

• The architectural and interior design 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

Cleanliness and Condition

• 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

Facilities

• Efforts are made to reduce single-use plastic.

  Yes

  No

  N/A

• Recycling options are readily available in public spaces.

  Yes

  No

  N/A

• Property engages in obvious environmental and community-based conservation programs.

  Yes

  No

  N/A

• If newspapers or magazines are offered, they are digital.

  Yes

  No

  N/A