SLLN Stay

• Conducted on

  Date

• Prepared by

Reservation & Pre-Arrival

• Telephone conversation is calm and clear

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• No telephone hold is longer than 30 seconds without offering a callback

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

• Comments:

• Staff can readily describe the various physical elements in the guest<br>room

  Yes

  No

  N/A

• Comments:

• Staff can describe hotel facilities and procedures with clarity

  Yes

  No

  N/A

• Comments:

• Staff can effectively provide directions and/or transportation options<br>and their associated costs

  Yes

  No

  N/A

• Comments:

• At some point prior to the guest's stay, they are offered assistance with<br>hotel services such as transportation service, dinner or spa<br>reservations

  Yes

  No

  N/A

• Comments:

• When making a booking, staff provides a choice of room types and<br>rates

  Yes

  No

  N/A

• Comments:

• When making a booking, staff clearly explains deposit and cancellation<br>policies and any penalty charges, if a method of payment is secured

  Yes

  No

  N/A

• Comments:

• When making a booking, details of the booking are repeated for<br>confirmation

  Yes

  No

  N/A

• Comments:

• When making a booking, a confirmation number is offered

  Yes

  No

  N/A

• Comments:

• Hotel booking confirmation is received within two hours of the call

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

• Comments:

• General Feedback:

Arrival Service

• Staff politely acknowledges the guest when appropriate and reasonably<br>possible

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Comments:

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff performs the requirements of their department knowledgeably and<br>proficiently. Staff can capably answer questions about the entire hotel or<br>obtains effective and prompt assistance

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• Comments:

• Guests are greeted curbside within 30 seconds of arriving

  Yes

  No

  N/A

• Comments:

• Luggage assistance is immediately offered curbside

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Special requests or reservations made in connection to the hotel booking<br>are confirmed during registration or upon entering guest room

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• The guest is offered an escort to their room

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff automatically arranges luggage in a convenient manner, using a rack<br>or dedicated storage space

  Yes

  No

  N/A

• Comments:

• Luggage arrives within 10 minutes of registration completion

  Yes

  No

  N/A

• Comments:

• Orientation to the hotel is helpful, consisting of relevant details and/or<br>personalized information

  Yes

  No

  N/A

• Comments:

• Staff provides helpful information about the guest room that might<br>otherwise be overlooked or confusing

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

HSK - Arrival Guest Room

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

  Yes

  No

  N/A

• Comments:

• Hotel collateral and any printed products, such as stationery, reading material,<br>notepad paper or pens, are elegant or distinctive in a way that is notable

  Yes

  No

  N/A

• Comments:

• Hotel collateral and any printed products are in excellent condition

  Yes

  No

  N/A

• Comments:

• Hotel collateral is accurate and grammatically correct; if provided, magazines are<br>current

  Yes

  No

  N/A

• Comments:

• The bed is clean and hygienic in appearance

  Yes

  No

  N/A

• Comments:

• The bed linens are of high quality and made of natural materials

  Yes

  No

  N/A

• Comments:

• The bed is exceptionally comfortable

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• The bedroom is exceptionally clean

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Beyond basic amenities, the bathroom is supplied with at least three additional types<br>of toiletry items

  Yes

  No

  N/A

• Comments:

• Bathroom amenities are exceptionally luxurious in quality and presentation

  Yes

  No

  N/A

• Comments:

• Robes, slippers and sufficient towels are automatically provided

  Yes

  No

  N/A

• Comments:

• Robes, slippers and bathroom linens are all clean and hygienic in appearance

  Yes

  No

  N/A

• Comments:

• Placement of bathroom amenities and linens are convenient and careful

  Yes

  No

  N/A

• Comments:

• Add photo if applicable

  Media

• Add photo if applicable

  Media

Guest Service Request - Laundry Service

• Telephone conversation is calm and clear <br>

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Comments:

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Comments:

• Staff exhibits a genuine sense of interest and concern for the guest and/or<br>demonstrates anticipatory service

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff performs the requirements of their department knowledgeably and<br>proficiently. Staff can capably answer questions about the entire hotel or<br>obtains effective and prompt assistance

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• All interactions are closed politely and appropriately

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• Comments:

• Staff arrives to the room within 10 minutes unless advised otherwise

  Yes

  No

  N/A

• Comments:

• Requested items delivered to the room are elegantly presented

  Yes

  No

  N/A

• Comments:

• Two-hour pressing, same-day and express laundry/dry cleaning service<br>are available on weekdays

  Yes

  No

  N/A

• Comments:

• Folded items are returned with luxurious presentation

  Yes

  No

  N/A

• Comments:

• Hanging items are neatly returned on high quality hangers, with non-slip<br>inserts for trousers

  Yes

  No

  N/A

• Comments:

• The service meets the guest's needs and any items provided are high<br>quality

  Yes

  No

  N/A

• Comments:

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

• Comments:

• Please place here a photo if appropriate

  Media

Guest Service Concierge

• Telephone conversation is calm and clear

  Yes

  No

  N/A

• Comments:

• Staff politely acknowledges the guest when appropriate and reasonably<br>possible

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Comments:

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Comments:

• When appropriate, staff asks guiding questions to ascertain the guest's<br>preferences

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff performs the requirements of their department knowledgeably and<br>proficiently. Staff can capably answer questions about the entire hotel or<br>obtains effective and prompt assistance

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff closes interactions with a polite, appropriate remark

  Yes

  No

  N/A

• Comments:

• Staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff responds to or confirms in-house requests within two hours

  Yes

  No

  N/A

• Comments:

• Staff responds to or confirms pre-arrival requests within 24 hours

  Yes

  No

  N/A

• Comments:

• Staff exhibits local expertise by providing thorough detail and first-hand<br>knowledge

  Yes

  No

  N/A

• Comments:

• When appropriate, staff effectively provides directions and transportation<br>options

  Yes

  No

  N/A

• Comments:

• Property offers high quality and curated experiences, itineraries or<br>activities

  Yes

  No

  N/A

• Comments:

• All non-digital collateral is professionally presented

  Yes

  No

  N/A

• Comments:

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• Comments:

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

• Comments:

HSK - Evening Service

• Evening service is provided automatically

  Yes

  No

  N/A

• Comments:

• Evening service is provided automatically or the guest is prominently invited to<br>call to request service

  Yes

  No

  N/A

• Comments:

• Evening service is provided in a timely, convenient and discreet manner so that<br>the guest does not feel disturbed

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• During evening service, shoes left out in the room are paired and neatly placed<br>near where the guest had left them, out of high traffic areas

  Yes

  No

  N/A

• Comments:

• The bedroom is tidied, with significant debris removed from floors and<br>furnishings; wastebaskets are emptied and reading materials are straightened

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Bedroom and bathroom amenities are sufficiently supplied to last until the next<br>service

  Yes

  No

  N/A

• Comments:

• During evening service, toiletries and cosmetics are neatly arranged

  Yes

  No

  N/A

• Comments:

• High quality underliners are used for toiletries on vanity or counter surfaces, but<br>not under items on narrow shelves

  Yes

  No

  N/A

• Comments:

• During evening service, used bathroom linens are removed and neatly replaced,<br>unless the guest chooses to participate in an environmental preference program

  Yes

  No

  N/A

• Comments:

• All fresh bathroom linens are clean and completely hygienic

  Yes

  No

  N/A

• Comments:

• All fresh bathroom linens are in excellent condition, free of wear or discoloration

  Yes

  No

  N/A

• Comments:

• If the guest opts into an environmental preference program, their requests are<br>honored

  Yes

  No

  N/A

• Comments:

  Yes

  No

  N/A

• Add photo if applicable

  Media

• Add photo if applicable

  Media

Fitness Services

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• All fitness equipment is clean and hygienic in appearance

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Water is readily available within the fitness center

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Dampened chilled towels are offered in the fitness area

  Yes

  No

  N/A

• Comments:

• Towels are disposed of discreetly

  Yes

  No

  N/A

• Comments:

• The facility provides a fresh and comfortable workout environment

  Yes

  No

  N/A

• Comments:

• Exceptional attention to the fitness facility design/décor and amenities is evident

  Yes

  No

  N/A

• Comments:

• Please share a photo if appropriate

  Media

• Please share a photo if appropriate

  Media

Public Areas

• Staff politely acknowledges the guest when appropriate and reasonably<br>possible

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Comments:

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff closes interactions with a polite, appropriate remark

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff does not decline any request without offering appropriate<br>alternatives

  Yes

  No

  N/A

• Comments:

• Large groups or meetings are handled in a way that does not interfere<br>with the guest's visit or make them uncomfortable at any point

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• All public areas are extremely clean and hygienic in appearance

  Yes

  No

  N/A

• Comments:

• Add photo if applicable

  Media

• Add photo if applicable

  Media

Departure Service

• Telephone conversation is calm and clear

  Yes

  No

  N/A

• Comments:

• Staff politely acknowledges the guest when appropriate and reasonably<br>possible

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Comments:

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff performs the requirements of their department knowledgeably and<br>proficiently. Staff can capably answer questions about the entire hotel or<br>obtains effective and prompt assistance

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Channels of communication among staff are consistent and complete -<br>one does not have to fully repeat themselves and requests are conveyed to<br>the appropriate staff

  Yes

  No

  N/A

• Comments:

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• Comments:

• Bellman arrives within 8 minutes of departure assistance request; or<br>within five minutes of pre-arranged luggage pick-up time

  Yes

  No

  N/A

• Comments:

• Time spent settling the folio does not exceed 5 minutes

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• The guest is invited to review their folio, either digitally or printed, prior to<br>processing

  Yes

  No

  N/A

• Comments:

• If a printed folio is provided, a folder or envelope is offered

  Yes

  No

  N/A

• Comments:

• If an emailed folio is requested or automatically received, it is delivered<br>within one hour

  Yes

  No

  N/A

• Comments:

• The final folio is accurate and easy to read

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

• Comments:

• General Feedback:

HSK Daily Service

• The bathroom floor is thoroughly cleaned

  Yes

  No

  N/A

• Comments:

• All bathroom fixtures are thoroughly cleaned

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• All used bathroom linens and robes are removed and neatly replaced unless the<br>guest opts into an environmental preference program

  Yes

  No

  N/A

• Comments:

• All fresh bathroom linens are clean and completely hygienic

  Yes

  No

  N/A

• Comments:

• Toiletries and cosmetics are neatly arranged

  Yes

  No

  N/A

• Comments:

• All fresh bathroom linens are in excellent condition, free of wear or discoloration

  Yes

  No

  N/A

• Comments:

• High quality underliners are used for toiletries on vanity or counter surfaces, but<br>not under items on narrow shelves

  Yes

  No

  N/A

• Comments:

• Small appliances provided by the hotel have their cords (i.e. hairdryer, iron, etc.)<br>neatly coiled and appliances are tidily arranged in a convenient location

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Bathroom amenities are sufficiently supplied to last until the next service. Any<br>single-use amenity that is more than half depleted has a fresh product added

  Yes

  No

  N/A

• Comments:

• Debris is thoroughly removed from all areas of the bedroom floor

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Following daily service, all bed linens are completely clean and in exceptional<br>condition unless the guest opts into an environmental preference program

  Yes

  No

  N/A

• Comments:

• The bed is tightly and attractively remade with decorative elements replaced

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• If applicable, items consumed from the minibar are replaced at some point during<br>the day

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Shoes left out in the room are paired and neatly placed near where the guest had<br>left them, out of high traffic areas

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Personal guest belongings, other than clothing or toiletries, are handled in a<br>noteworthy manner

  Yes

  No

  N/A

• Comments:

• Magazines and newspapers are neatly compiled and arranged

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• TVs are turned off or set to a dedicated welcome channel, furniture throughout<br>the room is neatly straightened and closet and cupboard doors are closed

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Depleted complimentary room amenities are replenished, such as notepads, pens<br>and laundry kits

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• If a room attendant, minibar attendant or technician is encountered, they are very<br>polite and professional. Their appearance is consistent with the property style<br>and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

• Comments:

• Security precautions are taken when staff is servicing rooms

  Yes

  No

  N/A

• Comments:

Hotel Dining - TING

Hotel Dining - TING

• Staff politely acknowledges the guest when appropriate and reasonably<br>possible

  Yes

  No

  N/A

• Comments:

• If waiting is required, an estimated wait time is quoted. The guest is seated<br>no more than five minutes past the quoted time

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Comments:

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff performs the requirements of their department knowledgeably and<br>proficiently. Staff can capably answer questions about the entire hotel or<br>obtains effective and prompt assistance

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Interactions are closed with polite, appropriate remarks

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• Comments:

• The guest is escorted to their table and provided with chair assistance

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff can helpfully discuss details of menu items Service

  Yes

  No

  N/A

• Comments:

• Staff can helpfully discuss beverage offerings

  Yes

  No

  N/A

• Comments:

• After ordering, cold breakfasts are served within seven minutes and hot<br>breakfasts within 10 minutes, unless advised otherwise by server:

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Foods and beverages are fresh and use high quality ingredients

  Yes

  No

  N/A

• Comments:

• Foods are flavorful and well-seasoned/balanced

  Yes

  No

  N/A

• Comments:

• Portions are appropriate

  Yes

  No

  N/A

• Comments:

• <Food presentation is precise and carefully plated

  Yes

  No

  N/A

• Comments:

• Cooking is done properly and as requested

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Condiments are elegantly presented

  Yes

  No

  N/A

• Comments:

• In the buffet, the traffic flow is convenient. There are ample dishes and utensils<br>for self-service

  Yes

  No

  N/A

• Comments:

• In the buffet, the appearance is exceptionally hygienic

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• In the buffet, there is an a la minute option for individual preparation of egg<br>dishes and/or other hot foods

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Coffee and tea service is presented in a refined manner

  Yes

  No

  N/A

• Comments:

• Tables, chairs and/or seats are completely clean and hygienic in appearance

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Serviceware is completely clean and hygienic in appearance

  Yes

  No

  N/A

• Comments:

• All proper cutlery is provided

  Yes

  No

  N/A

• Comments:

• Removal of soiled dishes is convenient

  Yes

  No

  N/A

• Comments:

• The presentation of the bill is prompt

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Coments:

• Vacated tables are cleared within five minutes

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

• Comments:

• General Feedback:

• Photo if applicable

  Media

• Photo if applicable

  Media

• Photo if applicable

  Media

GONG - Bar/Lounge Service

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Comments:

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Server can helpfully discuss details of beverages and bar offerings and<br>provide appropriate recommendations, if asked

  Yes

  No

  N/A

• Comments:

• Staff performs the requirements of their department knowledgeably and<br>proficiently. Staff can capably answer questions about the entire hotel or<br>obtains effective and prompt assistance

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Beverages are served at appropriate temperatures

  Yes

  No

  N/A

• Comments:

• Beverage pours/portions are appropriate

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff attentively maintains tabletop/bar counter area

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• At least one fresh snack is offered with the drinks and snacks are of extremely high quality and distinctive in<br>presentation

  Yes

  No

  N/A

• Comments:

• If snacks are served, napkins are provided

  Yes

  No

  N/A

• Comments:

• All drinks are served on distinctive coasters

  Yes

  No

  N/A

• Comments:

• Serviceware is completely clean and hygienic in appearance

  Yes

  No

  N/A

• Comments:

• Tables, chairs and/or seats are completely clean and hygienic in<br>appearance

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Vacated spaces are cleared within three minutes at the bar counter or<br>within five minutes at a table

  Yes

  No

  N/A

• Comments:

• The lounge environment is very comfortable, including appropriate<br>temperature, and the air is fresh

  Yes

  No

  N/A

• Comments:

• The seating arrangement is completely comfortable and adequately<br>distanced from service traffic and other guests

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Service stations, bar counter and back bar area are always neatly<br>maintained and eye appealing

  Yes

  No

  N/A

• Comments:

• The bill is conveniently and discreetly presented and collected

  Yes

  No

  N/A

• Comments:

• General Feedback:

• Photos if applicable

  Media

• Photos if applicable

  Media

In Room Dining

• Telephone conversation is calm and clear

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Comments:

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Ordertaker inquires about dietary restrictions, preferences or allergies prior<br>to taking the order or proactively acknowledges these if previously made<br>known

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff performs the requirements of their department knowledgeably and<br>proficiently. Staff can capably answer questions about the entire hotel or<br>obtains effective and prompt assistance

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Ordertaker can helpfully discuss details of foods and beverages

  Yes

  No

  N/A

• Comments:

• Estimated delivery time is quoted and order is received within five minutes<br>of that time, not earlier or later

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Staff conveniently sets the table so the meal is ready to begin; all<br>serviceware is neatly arranged

  Yes

  No

  N/A

• Comments:

• Beverages are opened and poured in the<br>room

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Foods and beverages are fresh and use high quality ingredients

  Yes

  No

  N/A

• Comments:

• Portions are appropriate

  Yes

  No

  N/A

• Comments:

• All ordered items are accurately served

  Yes

  No

  N/A

• Comments:

• Condiments are elegantly presented

  Yes

  No

  N/A

• Comments:

• Coffee and tea service is presented in a refined manner

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• Cloth napkins, tablecloths and liners used are in excellent condition, clean<br>and presse

  Yes

  No

  N/A

• Comments:

• All proper cutlery is provided

  Yes

  No

  N/A

• Comments:

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

  Yes

  No

  N/A

• Comments:

• When collecting the dishes, staff returns the room to its original<br>appearance

  Yes

  No

  N/A

• Comments:

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

• Comments:

• General Feedback:

• Photo if applicable:

  Media

• Photo if applicable:

  Media