FLLCI Service Assessment

• Audit Title

• Conducted on

  Date

• Prepared by

• Location
  Address

• What Departments are you evaluating?

  Select Reservation Service Arrival Service Departure Service Guest Service PBX Service Fitness Facility Guest Service Request Housekeeping Daily Service Housekeeping Turndown Service Guest Room Public Areas Hotel Dining Bar/Lounge Service In Room Dining Pool/Beach Service

  • Reservation Service
  • Arrival Service
  • Departure Service
  • Guest Service
  • PBX Service
  • Fitness Facility
  • Guest Service Request
  • Housekeeping Daily Service
  • Housekeeping Turndown Service
  • Guest Room
  • Public Areas
  • Hotel Dining
  • Bar/Lounge Service
  • In Room Dining
  • Pool/Beach Service

In Room Dining

• Telephone conversation is calm and clear

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Staff is highly articulate and avoids 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 exhibits a genuine sense of interest and concern for the guest

  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

• Cross-departmental channels of communication among staff are consistent and complete

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• The guest's name is used naturally as a signal of recognition

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• All staff encountered are extremely well-groomed

  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

• Menu provides an appealing and interesting variety

  Yes

  No

  N/A

• Ordertaker can helpfully discuss details of foods and beverages

  Yes

  No

  N/A

• If digital ordering technology is available, the process is intuitive and convenient

  Yes

  No

  N/A

• Estimated delivery time is quoted and order is received within five minutes of that time, not earlier or later (State exactly how long this took)

  Yes

  No

  N/A

• Lunch and dinner are served within 30 minutes in hotels and within 40 minutes in resorts; breakfast is served within 25 minutes in hotels and within 30 minutes in resorts

  Yes

  No

  N/A

• Staff conveniently sets the table so the meal is ready to begin

  Yes

  No

  N/A

• Beverages are opened and poured in the room

  Yes

  No

  N/A

• Wine by the glass is presented in a bottle and poured in the room

  Yes

  No

  N/A

• Chair(s) is brought to the table and the seating arrangement is fully comfortable

  Yes

  No

  N/A

• Plastic wrappings and plate covers do not remain on any dishes

  Yes

  No

  N/A

• A flower or other centerpiece item is provided

  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

• Portions are generous and appropriate

  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

• It is possible to receive a selection of specialty coffees and/or teas at any time

  Yes

  No

  N/A

• Coffee and tea service is presented in a refined manner

  Yes

  No

  N/A

• Tray or in-suite 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

• Glassware, china, cutlery and serving pieces are in excellent condition, completely clean and hygienic in appearance

  Yes

  No

  N/A

• Serviceware is of excellent quality and cohesive in appearance

  Yes

  No

  N/A

• All proper cutlery is provided

  Yes

  No

  N/A

• Removal of soiled dishes occurs within 10 minutes at a hotel and 15 minutes at a resort, or within five minutes of pre-arranged time (State exactly how long this took)

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

• Was there something particularly impressive about the In Suite Dining experience?

  Yes

  No

  N/A

Bar/Lounge

• Staff acknowledges the guest when reasonably possible. Once seated, the guest is greeted within one minute

  Yes

  No

  N/A

• Staff is highly articulate and avoids 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 exhibits a genuine sense of interest and concern for the guest

  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 can helpfully discuss details of beverages and bar offerings, including varieties of liquors, beers and wines available

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• When known, the guest's name is used naturally as a signal of recognition

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• All staff encountered are extremely well-groomed

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Staff is discreet and unintrusive throughout the experience, while remaining attentive

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• First drinks are served within four minutes of ordering at a table, or three minutes of ordering at the bar counter, unless otherwise advised by server

  Yes

  No

  N/A

• Follow-up rounds are discreetly offered within one minute of glass being empty

  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

• Beverages have a distinctive presentation

  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 generous and appropriate

  Yes

  No

  N/A

• Mixed drinks and cocktails have a well-balanced/normal flavor, are appropriately garnished and all beverages are prepared precisely as specified by the guest

  Yes

  No

  N/A

• All iced beverages are served with the appropriate style of ice

  Yes

  No

  N/A

• Staff attentively maintains tabletop/bar counter area

  Yes

  No

  N/A

• Beverage menu is in pristine condition, free of any damage

  Yes

  No

  N/A

• Beverage menu is provided and includes an exceptional and interesting variety of top-quality liquors and beers. Wines are also listed

  Yes

  No

  N/A

• At least three well-chosen and diverse red wines, three white wines and one Champagne/sparkling wine are available

  Yes

  No

  N/A

• The menu includes an exceptional specialty offering

  Yes

  No

  N/A

• If provided, beverage menu features a selection of non-alcoholic beverage options

  Yes

  No

  N/A

• A variety of snacks are freshly presented with the drinks

  Yes

  No

  N/A

• If provided, snacks are of extremely high quality and distinctive in presentation

  Yes

  No

  N/A

• If snacks are served, napkins are provided

  Yes

  No

  N/A

• If provided, napkins are made of linen or cotton

  Yes

  No

  N/A

• All drinks are served on linen or other distinctive coasters

  Yes

  No

  N/A

• Glassware, china, cutlery and serving pieces are in excellent condition and completely clean and hygienic in appearance

  Yes

  No

  N/A

• The guests 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 and quickly cleared as vacated

  Yes

  No

  N/A

• The lounge environment is very comfortable, including appropriate temperature, and the air is fresh. If groups of guests are present, it is possible to select a table and/or bar space away from others

  Yes

  No

  N/A

• If background music is provided, it is in a style appropriate to the lounge atmosphere, and volume and sound quality of music is comfortable; if live entertainment is provided, it is professional/polished in execution

  Yes

  No

  N/A

• Service stations, bar counter, back bar area, etc. are always very neatly maintained and eye appealing

  Yes

  No

  N/A

• Bills are conveniently and discreetly presented and collected and accurately prepared

  Yes

  No

  N/A

• Was there something particularly impressive about the bar/lounge experience?

  Yes

  No

  N/A

Hotel Dining

• Staff acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• If waiting is required, an estimated wait time is quoted and honored within five minutes

  Yes

  No

  N/A

• If waiting is required, a comfortable waiting area is available

  Yes

  No

  N/A

• Staff is highly articulate and avoids 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 exhibits a genuine sense of interest and concern for the guest

  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

• Channels of communication among staff are consistent and complete - one does not have to fully repeat themselves and requests are conveyed to the appropriate members of service/kitchen staff

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• The guest's name is used naturally as a signal of recognition

  Yes

  No

  N/A

• Interactions are closed with polite, appropriate remarks

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• All staff encountered are extremely well-groomed

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Staff is discreet and unintrusive throughout the experience, while remaining attentive

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• The guest is greeted immediately within one minute at restaurant entry, escorted to table and provided with chair assistance

  Yes

  No

  N/A

• The table is greeted within one minute and appropriate beverages are offered

  Yes

  No

  N/A

• Coffee and tea service is presented in a refined manner

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Server can helpfully discuss details of menu items

  Yes

  No

  N/A

• Staff can helpfully discuss beverage offerings

  Yes

  No

  N/A

• After ordering, cold breakfasts are served within seven minutes and hot breakfasts within 10 minutes, unless advised otherwise by server ( State exactly how long this took)<br>

  Yes

  No

  N/A

• If 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 presented is in pristine condition, free of stains and water spots and not damaged

  Yes

  No

  N/A

• Breakfast includes a choice of juices, at least two of which are fresh or distinctive

  Yes

  No

  N/A

• Breakfast includes many ripe fresh fruits and a variety of excellent freshly baked breakfast breads

  Yes

  No

  N/A

• Menu offers items for guests seeking nutritionally focused dishes

  Yes

  No

  N/A

• Menu provides an exceptional and interesting variety

  Yes

  No

  N/A

• Hot foods and beverages are hot when served; cold foods and beverages are chilled

  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

• Portions are generous and appropriate

  Yes

  No

  N/A

• Food presentation is precise and carefully plated

  Yes

  No

  N/A

• Cooking is done properly and as requested

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Condiments are elegantly presented

  Yes

  No

  N/A

• If a buffet, the traffic flow is convenient. There are ample dishes and utensils for self-service

  Yes

  No

  N/A

• If a buffet, the food is well-stocked, fresh and appetizing in overall appearance. There are not any dishes more than one-quarter empty and there are not any juice pitchers more than half empty

  Yes

  No

  N/A

• If a buffet, the presentation is eye appealing and inviting

  Yes

  No

  N/A

• If a buffet, there is an a la minute option and station for individual preparation of egg dishes and/or other hot foods

  Yes

  No

  N/A

• When applicable, buffet offers an appropriate and thoughtful selection of international dishes

  Yes

  No

  N/A

• If a buffet, all appropriate dishes are clearly and elegantly labeled

  Yes

  No

  N/A

• All staff encountered at the buffet are polite, helpful and professional

  Yes

  No

  N/A

• It is possible to receive a selection of specialty coffees and/or teas at any time

  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

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

  Yes

  No

  N/A

• Glassware, china, cutlery and serving pieces are in excellent condition, completely clean and hygienic in appearance

  Yes

  No

  N/A

• Glassware, china and cutlery are of excellent quality and fully coordinated

  Yes

  No

  N/A

• All proper cutlery is provided

  Yes

  No

  N/A

• Removal of soiled dishes is convenient

  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 and vacated tables are swiftly cleared

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• The dining table and seating is comfortable, with ample room on table to read or work

  Yes

  No

  N/A

• When appropriate it is possible to have a complete hot breakfast in 30 minutes

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

• Was there something particularly impressive about the dining experience?

  Yes

  No

  N/A

Public Areas

• Staff acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff is highly articulate and avoids 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 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 maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• If known, the guest's name is used naturally as a signal of recognition

  Yes

  No

  N/A

• Staff closes interactions with a polite, appropriate remark

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• All staff encountered are extremely well-groomed

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

• All digital communication is professional in execution and content display

  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

• Staff uniforms are exceptional in design and style

  Yes

  No

  N/A

• All desks in public view are presentable and approachable, clean and in excellent condition

  Yes

  No

  N/A

• When approaching and/or entering the property, there is a strong sense of arrival in terms of design and/or notable elements

  Yes

  No

  N/A

• In the public space of the hotel, there are elements that combine to create this property's unique sense of place

  Yes

  No

  N/A

• The architectural and design style of the public areas is notable in quality, interest and/or execution

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• All connected public areas are true to the thematic elements. There are no unintentional mismatching styles of furnishings or indication that remodeling was not thorough or done in cycles

  Yes

  No

  N/A

• 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

• 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

Guest Room

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

  Yes

  No

  N/A

• A specific welcome gift or amenity is provided during the visit

  Yes

  No

  N/A

• The guest room is well-soundproofed

  Yes

  No

  N/A

• The hotel collateral in the room is elegant or distinctive in a way that is notable

  Yes

  No

  N/A

• The room includes at least one high quality publication, such as exclusive magazines, hardcover books, etc.

  Yes

  No

  N/A

• Printed products, such as stationery, postcards, envelopes, notepad paper or pens, are available; they are elegant and of high quality

  Yes

  No

  N/A

• Printed collateral and reading material are in excellent condition

  Yes

  No

  N/A

• Printed collateral is accurate and magazines are current

  Yes

  No

  N/A

• The bed is comfortable and in excellent condition

  Yes

  No

  N/A

• The linens and pillows are of exceptional quality and style

  Yes

  No

  N/A

• The closets and shelves/drawers are generously spacious and very well lit

  Yes

  No

  N/A

• There are at least 10 hangers in the closet, convenient for both men and women, and 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 offers a comfortable place to relax, such as when watching television or dining, separate from the bed and desk areas

  Yes

  No

  N/A

• The lighting in the bedroom is comfortable for the guest to complete all necessary/daily tasks, such as reading, dressing, dining, etc.

  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

• The room is supplied with a variety of high quality amenities and/or technology appropriate to the destination

  Yes

  No

  N/A

• All useful items are clean and in excellent condition

  Yes

  No

  N/A

• If provided, the technology is easy to use and navigate

  Yes

  No

  N/A

• Electronic outlets are located in convenient locations for the guest

  Yes

  No

  N/A

• Clocks display the time of day within two minutes of the time confirmed by the global time clock and prior alarms are cleared

  Yes

  No

  N/A

• The requested newspaper is accurately delivered and presented in a thoughtful manner

  Yes

  No

  N/A

• The architectural design style of the room is notable in interest or execution. Describe the design style

  Yes

  No

  N/A

• Exceptional attention to the interior design is evident, which may include interesting or notable pieces of artwork, excellent fabrics/upholstery on furniture, high quality window treatments, etc.

  Yes

  No

  N/A

• The entire room is true to the thematic elements. There are no unintentional mismatching styles of furnishings or indication of remodeling that is not thorough or done in cycles

  Yes

  No

  N/A

• The grooming areas are generously spacious so that two persons could easily shower and dress in comfort

  Yes

  No

  N/A

• A notable variety of bathroom amenities is provided

  Yes

  No

  N/A

• The bathroom amenities are exceptionally luxurious

  Yes

  No

  N/A

• Robes, slippers and towels are automatically provided and are of extremely high quality

  Yes

  No

  N/A

• Robes, slippers and towels are all in excellent condition

  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 bathroom presentation and placement of amenities and linens is thoughtful and careful, as well as elegant

  Yes

  No

  N/A

• The lighting in the bathroom is sufficient for all intended tasks, such as grooming and makeup application

  Yes

  No

  N/A

• The bathroom is exceptionally clean

  Yes

  No

  N/A

• The bathroom is extremely well-maintained

  Yes

  No

  N/A

• The bathroom design and appointments, such as counters, floors and fixtures, are exceptionally noteworthy

  Yes

  No

  N/A

• If provided, the mini bar program is notable in execution and/or variety of items stocked

  Yes

  No

  N/A

• The guest is exceptionally comfortable in this room

  Yes

  No

  N/A

Housekeeping Turndown Service

• Turndown is provided automatically

  Yes

  No

  N/A

• Turndown is provided automatically or the guest is prominently invited to call to request service

  Yes

  No

  N/A

• Turn down service is provided in a timely, convenient and discreet manner so that the guest does not feel disturbed

  Yes

  No

  N/A

• During evening service, an effort is made to set an appropriate atmosphere

  Yes

  No

  N/A

• During evening service, bedding is neatly prepared

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

  Yes

  No

  N/A

• During evening service, all printed products, including newspapers, magazines and hotel collateral are straightened. The wastebaskets are emptied

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• If depleted, during evening service, amenities are plentifully supplied

  Yes

  No

  N/A

• During evening service, the guest's toiletries are neatly arranged. They are displayed on a liner or shelf

  Yes

  No

  N/A

• During evening service, towels and robes are replaced where needed and all linens are neatly displayed and in excellent condition

  Yes

  No

  N/A

• Evening service includes a noteworthy or thoughtful element

  Yes

  No

  N/A

• If a housekeeping turndown attendant is encountered, they are very polite, well-groomed and professional

  Yes

  No

  N/A

Housekeeping Daily Service

• Debris was thoroughly removed from all areas of bedroom and bathroom floors/carpets

  Yes

  No

  N/A

• All bathroom fixtures are thoroughly cleaned

  Yes

  No

  N/A

• Bathroom appointments such as mirrors, shelves, etc. are thoroughly cleaned

  Yes

  No

  N/A

• All used bathroom linens and robes are removed and neatly replaced

  Yes

  No

  N/A

• All fresh bathroom linens are clean and in excellent condition

  Yes

  No

  N/A

• Toiletries and cosmetics are neatly arranged

  Yes

  No

  N/A

• Underliner display cloths are used for toiletries on vanity or counter surfaces, but not under items on narrow shelves

  Yes

  No

  N/A

• Small appliances provided by the hotel have their cords (i.e. hairdryer, iron, etc.) neatly coiled and appliances are tidily arranged in the vicinity of where they were originally found on arrival

  Yes

  No

  N/A

• End sheets of toilet tissue are neatly pointed or similarly cared for

  Yes

  No

  N/A

• Any soap or bathroom amenity that is more than half depleted has a fresh product added

  Yes

  No

  N/A

• Any significant dust, debris or spillage on furniture surfaces is thoroughly cleaned

  Yes

  No

  N/A

• All bed linens are changed automatically

  Yes

  No

  N/A

• The bed is tightly and attractively remade

  Yes

  No

  N/A

• If an obvious environmental preference program is in place for linens and towels, the guest's requests are honored

  Yes

  No

  N/A

• Wastebaskets and ashtrays throughout the bedroom and bathroom are emptied/cleaned

  Yes

  No

  N/A

• Soiled in-room dining serviceware, trays or trolleys are removed from the room and not left in the corridor

  Yes

  No

  N/A

• If used, glassware, silver or china in the room is thoroughly cleaned

  Yes

  No

  N/A

• If provided complimentary, food and beverage amenities are freshened and/or replaced as necessary

  Yes

  No

  N/A

• Items consumed from the minibar are replaced at some point during the day

  Yes

  No

  N/A

• If ice had been provided in the ice bucket, ice bucket is drained and cleaned, or completely refreshed

  Yes

  No

  N/A

• Clothing left around the room is neatly folded or draped and left within immediate guest view

  Yes

  No

  N/A

• 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

• Personal guest belongings, other than clothing or toiletries, are not substantially disturbed and no guest belongings are missing

  Yes

  No

  N/A

• Personal guest belongings, other than clothing or toiletries (i.e. electronic chargers, books, reading glasses), are handled in a noteworthy manner

  Yes

  No

  N/A

• Magazines and newspapers are neatly compiled and arranged

  Yes

  No

  N/A

• Hotel collateral such as service directories, in-room dining menus, corporate directories, etc. are neatly arranged

  Yes

  No

  N/A

• TVs are turned off and furniture throughout the room is neatly straightened; closet and cupboard doors are closed

  Yes

  No

  N/A

• All window treatments are opened, if appropriate have a symmetrical appearance and are uniform day to day

  Yes

  No

  N/A

• Depleted complimentary amenities are replenished such as note pads, pens and laundry kits

  Yes

  No

  N/A

• Burned out light bulbs or other malfunctioning equipment is replaced/repaired

  Yes

  No

  N/A

• The room has an extremely fresh, comfortable atmosphere when the guest returns

  Yes

  No

  N/A

• Daily service is provided in a timely, convenient, discreet manner so that the guest does not feel disturbed

  Yes

  No

  N/A

• If a room attendant, minibar attendant or technician is encountered, they are very polite, well-groomed and professional

  Yes

  No

  N/A

• Good security precautions are taken when staff is servicing rooms

  Yes

  No

  N/A

• Guest room corridors are kept neat and organized during daily service

  Yes

  No

  N/A

Guest Service Request

• Telephone conversation is calm and clear

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Staff is highly articulate and avoids 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 exhibits a genuine sense of interest and concern for the guest

  Yes

  No

  N/A

• Staff is thoughtful and intuitive, demonstrating 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 performs the requirements of their department knowledgeably and proficiently

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• The guest's name is used naturally as a signal of recognition

  Yes

  No

  N/A

• All interactions are closed politely and appropriately

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• All staff encountered are extremely well-groomed

  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

• Staff arrives to the room within 10 minutes unless advised otherwise (State exactly how long this took)<br>

  Yes

  No

  N/A

• Requested items delivered to the room are neatly presented

  Yes

  No

  N/A

• Both same-day and express laundry/dry cleaning service are available on weekdays

  Yes

  No

  N/A

• One-hour pressing at hotels or two-hour pressing at resorts is available on weekdays

  Yes

  No

  N/A

• Folded items are returned with luxurious presentation

  Yes

  No

  N/A

• Hanging items are neatly returned, with non-slip inserts for trousers

  Yes

  No

  N/A

• The service or resolution provided by the staff meets the guest's needs and expectations

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

Fitness Facility

• Attendants actively circulate the fitness center at least every 20 minutes, making themselves readily available

  Yes

  No

  N/A

• Staff in the fitness center is professional and courteous

  Yes

  No

  N/A

• Separate male and female restrooms are conveniently located in or near the fitness center

  Yes

  No

  N/A

• If provided, the overall appearances of the locker room and/or restroom area are organized, clean and well-maintained

  Yes

  No

  N/A

• All fitness equipment is clean and in excellent working order

  Yes

  No

  N/A

• Equipment is of a high quality, professional grade

  Yes

  No

  N/A

• A variety of different kinds of cardio machines is provided

  Yes

  No

  N/A

• A full set of free weights are provided and presented in an orderly manner

  Yes

  No

  N/A

• At least one piece of strength-training or circuit-training equipment and low-impact equipment are available

  Yes

  No

  N/A

• The fitness room and equipment are arranged in a convenient and spacious manner

  Yes

  No

  N/A

• The overall appearance of the fitness room is clean and well-maintained

  Yes

  No

  N/A

• Personal headsets are available to all guests

  Yes

  No

  N/A

• If available, headphones have fresh and hygienic earpieces

  Yes

  No

  N/A

• Individual and properly operable televisions are available at appropriate cardio pieces, and are easy for guests to control while working out

  Yes

  No

  N/A

• Bottled water or water station with fresh, clean cups is available within the fitness center

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Appropriately sized towels are conveniently available to all guests in the fitness area

  Yes

  No

  N/A

• Chilled towels are presented in the fitness area

  Yes

  No

  N/A

• All amenities are thoughtfully presented on or in distinctive high quality serviceware

  Yes

  No

  N/A

• Towels are disposed of discreetly

  Yes

  No

  N/A

• Fitness classes or personal training is available

  Yes

  No

  N/A

• The facility provides a fresh and comfortable workout environment

  Yes

  No

  N/A

• The fitness facility provides special elements which elevate the guest's workout experience

  Yes

  No

  N/A

Guest Service One

• Telephone conversation is calm and clear

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Staff acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff is highly articulate and avoids 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 exhibits a genuine sense of interest and concern for the guest

  Yes

  No

  N/A

• Staff is thoughtful and intuitive, demonstrating 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 performs the requirements of their department knowledgeably and proficiently

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• The guest's name is used naturally as a signal of recognition

  Yes

  No

  N/A

• Staff closes interactions with a polite, appropriate remark

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• All staff encountered are extremely well-groomed

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Follow-up service or call-backs are timely and accurate

  Yes

  No

  N/A

• When asked about restaurant recommendations, staff provides an appropriate choice of options and describes cuisine and atmosphere (did the concierge mention Parallel 37 or Lobby Lounge)

  Yes

  No

  N/A

• When appropriate, staff effectively provides directions and transportation options

  Yes

  No

  N/A

• Staff exhibits exceptional, local knowledge about shopping, entertainment and/or business venues

  Yes

  No

  N/A

• Staff can produce brochures, maps, publications, playbills or local restaurant menus to help the guest make decisions

  Yes

  No

  N/A

• All collateral, including electronic correspondence, is professionally presented (i.e. brochures, maps, etc.)

  Yes

  No

  N/A

• All reservations made by staff are professionally presented to the guest, including electronic correspondence

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• The service or resolution proposed by the staff fully and accurately meets the guest's needs

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

• The hotel supports a variety of basic business requests, such as Internet Access, photocopying, faxing and printing

  Yes

  No

  N/A

Departure Service

• Telephone conversation is calm and clear

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Staff acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff is highly articulate and avoids 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 exhibits a genuine sense of interest and concern for the guest

  Yes

  No

  N/A

• Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• The guest's name is used naturally as a signal of recognition

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• All staff encountered are extremely well-groomed

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  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

• State how long this took

  Yes

  No

  N/A

• Time spent settling the folio does not exceed five minutes (State how long settling the folio took) <br>

  Yes

  No

  N/A

• State how long settling the folio took

  Yes

  No

  N/A

• Baggage service is secure, seamless and does not require the guest to identify or prompt for baggage 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 offers transportation assistance, not waiting for the guest to exit the hotel and seek transport

  Yes

  No

  N/A

• If expedited check out is offered, the process is seamless and convenient

  Yes

  No

  N/A

• The final folio is offered to guest for review prior to processing

  Yes

  No

  N/A

• The final folio is automatically and neatly placed in a folder or envelope, or promptly delivered via email in accordance with the guest's preference

  Yes

  No

  N/A

• The final folio is accurate and easy to read

  Yes

  No

  N/A

• If applicable, posting/charge errors called to the attention of the staff are quickly and discreetly rectified with words of apology

  Yes

  No

  N/A

• There will be no unexpected charges posted to the folio; guests must have been advised in some obvious manner of all charges

  Yes

  No

  N/A

• Was there something particularly impressive about the departure experience?

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

Arrival Service

• Staff acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff is highly articulate and avoids 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 exhibits a genuine sense of interest and concern for the guest

  Yes

  No

  N/A

• Staff is thoughtful and intuitive, demonstrating 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 performs the requirements of their department knowledgeably and proficiently

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• The guest's name is used naturally as a signal of recognition

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• All staff encountered are extremely well-groomed

  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 politely greeted curbside within 60 seconds of arriving

  Yes

  No

  N/A

• State exactly how long this took <br>

  Yes

  No

  N/A

• If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous

  Yes

  No

  N/A

• Baggage assistance is immediate at curbside and offered by the staff

  Yes

  No

  N/A

• The guest is escorted or directed to the appropriate registration area

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• State exactly how long the registration process took <br>

  Yes

  No

  N/A

• Special requests or bookings made prior to arrival are confirmed during registration or upon entering guest room

  Yes

  No

  N/A

• Availability of a complimentary print and/or digital newspaper service is made known during arrival

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• The guest is offered an escort to their room

  Yes

  No

  N/A

• Baggage service is secure and does not require the guest to identify their baggage

  Yes

  No

  N/A

• Baggage service is seamless, not requiring the guest to prompt for baggage at any time

  Yes

  No

  N/A

• Luggage is stored conveniently

  Yes

  No

  N/A

• Baggage arrives within 10 minutes of registration completion

  Yes

  No

  N/A

• State how long luggage service took

  Yes

  No

  N/A

• Orientation to the hotel is discreet, brief and helpful, consisting of only relevant and important facts that do not overwhelm the guest

  Yes

  No

  N/A

• Orientation to the guest room is discreet, helpful and appropriate to the location, including only facilities or services that might otherwise be overlooked or are unique

  Yes

  No

  N/A

• If guest room is not ready beyond hotel's check-in time, staff makes thoughtful suggestions to ensure the guest's comfort while they wait, and an estimated wait time is made known and honored within 15 minutes

  Yes

  No

  N/A

• Was there something particularly impressive about the arrival experience?

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

Reservation Sevice

• Telephone conversation is calm and clear

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Staff is highly articulate and avoids 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 exhibits a genuine sense of interest and concern for the guest

  Yes

  No

  N/A

• Staff leads the conversation and is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• The guest's name is used naturally as a signal of recognition

  Yes

  No

  N/A

• Reservationist specifically thanks the guest for booking and closes the interaction with polite and appropriate remark

  Yes

  No

  N/A

• The guest is offered a choice of room rates and types when available and/or appropriate and staff can readily describe the various physical elements in the guest room

  Yes

  No

  N/A

• Reservationist can describe the hotel facilities with clarity

  Yes

  No

  N/A

• Reservationist can effectively provide directions and/or transportation options and their associated costs

  Yes

  No

  N/A

• Reservationist conveys enthusiasm

  Yes

  No

  N/A

• Reservationist clearly explains deposit and cancellation policies and any penalty charges

  Yes

  No

  N/A

• Reservationist offers hotel services, such as transportation service, dinner or spa reservations

  Yes

  No

  N/A

• Details of the booking are repeated for confirmation and confirmation number is given

  Yes

  No

  N/A

• Confirmation is offered and is received within 24 hours of the call

  Yes

  No

  N/A

• Confirmation is personalized, professional and accurate; it accurately represents the property and/or brand

  Yes

  No

  N/A

• The guest is confident that the reservationist understands their personal requirements, and they look forward to their visit with positive anticipation

  Yes

  No

  N/A

• Cross-departmental channels of communication among staff are consistent and complete

  Yes

  No

  N/A

• The hotel's booking engine and/or mobile application is available, easy to navigate and complete a reservation

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

Pool/Beach Service

• Staff acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff is highly articulate and avoids 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 exhibits a genuine sense of interest and concern for the guest

  Yes

  No

  N/A

• Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently

  Yes

  No

  N/A

• The guest's name is used naturally as a signal of recognition

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• All staff encountered are extremely well-groomed

  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

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

  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. Drinks are promptly delivered within 10 minutes.

  Yes

  No

  N/A

• State how long this took

  Yes

  No

  N/A

• Sun protection products are conveniently available.

  Yes

  No

  N/A

• Ample towels are automatically provided.

  Yes

  No

  N/A

• Soiled towels are stored discreetly.

  Yes

  No

  N/A

• The pool deck/beach exhibits a well organized and professional appearance.<br>

  Yes

  No

  N/A

• All chairs, tables, pads, towels and umbrellas are of exceptional quality and in excellent condition.

  Yes

  No

  N/A

• All conditions around the pool and beach area are clean and completely hygienic.

  Yes

  No

  N/A

• The guest is completely comfortable. There is an adequate space and privacy. If children or groups of guests are present, it is possible to select chairs isolated from others.

  Yes

  No

  N/A

• The pool setting is distinctive and promotes a sense of place.

  Yes

  No

  N/A

• Restrooms are located within the pool/beach area. <br>

  Yes

  No

  N/A

• If provided, restrooms are well stocked, clean and well-maintained.

  Yes

  No

  N/A

• If appropriate to the destination, the pool/beach provides and excellent variety of activities and or amenities.

  Yes

  No

  N/A

• If a beach resort, the quality of the beach is exceptional.

  Yes

  No

  N/A

• Pool side menu is available and offers unique and interesting variety.

  Yes

  No

  N/A

• If available, poolside menu and all service items are clean and in good condition.

  Yes

  No

  N/A

• Food and beverage have a distinctive presentation.

  Yes

  No

  N/A

• All ordered items are accurately served and the bill is correct.

  Yes

  No

  N/A

• All ordered items are fresh, flavorful, and properly prepared.

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions.

  Yes

  No

  N/A