St. Regis BSA Inspection Report - COMPLETE

• Ritz Carlton Site

• Location
  Address

• Conducted on

  Date

• Prepared by

• Select reservation type

  Select Guestroom Restaurant Spa

  • Guestroom
  • Restaurant
  • Spa

Guestroom Reservation

• Enter Reservation Agent name(s)

• Telephone - Telephone etiquette meets standard

  Yes

  No

  N/A

• Reservations Agent greeting meets luxury standards

  Yes

  No

  N/A

• Reservation Agent is knowledgeable about restaurant outlets

  Yes

  No

  N/A

• If caller is placed on hold, total hold time does not exceed 3 minutes

  Yes

  No

  N/A

• Reservations Agent offers to book reservation to luxury standards

  Yes

  No

  N/A

• Reservations Agent is knowledgeable about the property

  Yes

  No

  N/A

• Reservations Agent offers to upsell

  Yes

  No

  N/A

• Reservation Agent mentions applicable fees

  Yes

  No

  N/A

• Reservations Agent questions effectively to personalize stay

  Yes

  No

  N/A

• Reservations Agent offers to sign up guest for SPG program

  Yes

  No

  N/A

• Reservations Agent gathers information to book reservation

  Yes

  No

  N/A

• Reservations Agent confirms reservation

  Yes

  No

  N/A

• Reservation Agent explained booking rules and cancellation policy

  Yes

  No

  N/A

• Reservations Agent offers to book Spa or Restaurant reservations

  Yes

  No

  N/A

• Telephone and warm welcome/greeting provided

  Yes

  No

  N/A

• Telephone - Guest name used during the experience, when known

  Yes

  No

  N/A

• Telephone - Further assistance offered to the guest

  Yes

  No

  N/A

• Telephone - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Telephone - Reservations Agent uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Agent is knowledgeable and confident

  Yes

  No

  N/A

• Agent delivered personalized service during interaction

  Yes

  No

  N/A

• Telephone - The overall experience met

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction positivey?

  Yes

  No

  N/A

Restaurant Reservation

• Enter Reservation Agent name(s)

• Telephone - Telephone etiquette meets standard

  Yes

  No

  N/A

• Telephone - Warm welcome/greeting provided

  Yes

  No

  N/A

• Telephone - Reservation Agent follows phone etiquette

  Yes

  No

  N/A

• Reservation Agent asks all required questions to meet standard

  Yes

  No

  N/A

• Reservation Agent confirms information

  Yes

  No

  N/A

• Telephone - Guest name used during the experience, when known

  Yes

  No

  N/A

• Telephone - Further assistance offered to the guest

  Yes

  No

  N/A

• Telephone - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Telephone - Reservation Agent uses appropriate verbiage and shows genuine concern for the guest

  Yes

  No

  N/A

• Agent is knowledgeable and confident

  Yes

  No

  N/A

• Agent delivered personalized service during interaction

  Yes

  No

  N/A

• Telephone - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction positivey?

  Yes

  No

  N/A

Spa - Reservation

• Enter Reservation Agent name(s)

• Telephone - Telephone etiquette meets standard

  Yes

  No

  N/A

• Telephone - Warm welcome/greeting provided

  Yes

  No

  N/A

• Telephone - Reservation Agent follows phone etiquette

  Yes

  No

  N/A

• Reservation Agent is knowledgeable about the services and offered to book reservation

  Yes

  No

  N/A

• Confirmation sent to guest

  Yes

  No

  N/A

• Reservation Agent quotes rates and inclusions

  Yes

  No

  N/A

• Reservation Agent questions effectively to book reservation

  Yes

  No

  N/A

• Telephone - Guest name used during the experience, when known

  Yes

  No

  N/A

• Reservation Agent explains cancellation policy

  Yes

  No

  N/A

• Telephone - Further assistance offered to the guest

  Yes

  No

  N/A

• Telephone - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Reservation Agent uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Agent is knowledgeable and confident

  Yes

  No

  N/A

• Agent delivered personalized service during interaction

  Yes

  No

  N/A

• Telephone - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction positivey?

  Yes

  No

  N/A

• Select arrival type

  Select Front Entrance Arrival/ Valet Check-In Bell Arrival

  • Front Entrance Arrival/ Valet
  • Check-In
  • Bell Arrival

Front Entrance Arrival/ Valet Arrival

• Enter Valet Parking/Door Attendant name(s)

• Telephone - Telephone etiquette meets standard

  Yes

  No

  N/A

• Telephone - Warm welcome/greeting provided

  Yes

  No

  N/A

• Valet Parking/Door Attendant was present and acknowledges arriving guests with hotel name

  Yes

  No

  N/A

• Valet Parking/Door Attendant assists with arriving guests at curbside

  Yes

  No

  N/A

• Valet Parking/Door Attendant informs guests of parking options

  Yes

  No

  N/A

• Valet Parking/Door Attendant assists with luggage

  Yes

  No

  N/A

• Valet Parking/Door Attendant escorts and introduces guest to Front Desk staff

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Valet Parking/Door Attendant uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Valet Parking/Door Attendant does not decline a request without offering alternatives

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Valet Parking/Door Attendant conveys a professionally tailored, conservative image

  Yes

  No

  N/A

• Valet Parking/Door Attendant wears St Regis Pride pin

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Valet Parking/Door Attendant is knowledgeable and confident

  Yes

  No

  N/A

• Valet Parking/Door Attendant delivered personalized service during interaction

  Yes

  No

  N/A

• Valet Parking/Door Attendant wears St Regis Pride pin

  Yes

  No

  N/A

• Valet Parking/Door Attendant provides a professional persona

  Yes

  No

  N/A

• Service was collaborated seamlessly amongst departments, ensuring services/assistance was professional

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction

  Yes

  No

  N/A

Check-In

• Enter check-in agent name(s)

• Check-in information is correct

  Yes

  No

  N/A

• Registration is paperless

  Yes

  No

  N/A

• Length of Check-in experience meets standard

  Yes

  No

  N/A

• Room key presentation meets standard

  Yes

  No

  N/A

• Delays in check-in were not excessive

  Yes

  No

  N/A

• Room number provided discreetly, non-verbally

  Yes

  No

  N/A

• Front Desk/Club Concierge facilitates luggage assistance and escort to guest room

  Yes

  No

  N/A

• Front Desk/Club Concierge owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Front Desk/Club Concierge uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Front Desk/Club Concierge does not decline a request without offering alternatives

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Front Desk/Club Concierge conveys a professionally tailored, conservative image

  Yes

  No

  N/A

• Front Desk/Club Concierge wears St Regis Pride pin

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Front Desk/Club Concierge is knowledgeable and confident

  Yes

  No

  N/A

• Front Desk/Club Concierge delivered personalized service during interaction

  Yes

  No

  N/A

• Front Desk/Club Concierge thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Front Desk/Club Concierge provides a professional persona

  Yes

  No

  N/A

• Jazz Legends music was audible

  Yes

  No

  N/A

• Carolinea's Four Hundred scent is noticeable upon arrival

  Yes

  No

  N/A

• Branded products used during check-in meet brand identity standards

  Yes

  No

  N/A

• UNICEF Check Out for Children materials meet standard (EUR, MEA)

  Yes

  No

  N/A

• Preferred newspaper selection is determined or confirmed during the arrival process (EUR, MEA)

  Yes

  No

  N/A

• Service was collaborated seamlessly amongst departments, ensuring services/assistance was professional

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction positivey?

  Yes

  No

  N/A

Bell Arrival

• Enter Bell staff/escort name(s)

• Bell staff was present as required

  Yes

  No

  N/A

• Bell staff provides an orientation of hotel's services and facilities during escort

  Yes

  No

  N/A

• Luggage is delivered in a timely fashion

  Yes

  No

  N/A

• Elevator/rooming etiquette meets standard

  Yes

  No

  N/A

• Bell staff confirms guest's satisfaction and comfort with guestroom

  Yes

  No

  N/A

• Bell staff explains/demonstrates at least 3 features of guestroom

  Yes

  No

  N/A

• Bell staff places guest's luggage properly

  Yes

  No

  N/A

• Bell staff owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Bell staff uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Bell staff does not decline a request without offering alternatives

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Bell Staff conveys a professionally tailored, conservative image

  Yes

  No

  N/A

• Bell Staff wears St Regis Pride pin

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Bell staff is knowledgeable and confident

  Yes

  No

  N/A

• Bell staff delivered personalized service during interaction

  Yes

  No

  N/A

• Bell staff thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Bell staff provides a professional persona

  Yes

  No

  N/A

• Service was collaborated seamlessly amongst departments, ensuring services/assistance was professional

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction positivey?

  Yes

  No

  N/A

Bar/ Lounge

• Enter Lounge name

• Enter Server/Bartender name(s)

• Lounge provides warm relaxing ambiance

  Yes

  No

  N/A

• Lounge table enlivens the senses Mark N/A if you find any of the following: ‰Û¡ÌÝå¢ Lounge is not evaluated

  Yes

  No

  N/A

• Server/Bartender greeting and order taking meets standards

  Yes

  No

  N/A

• Beverage is delivered in a timely fashion

  Yes

  No

  N/A

• Beverage is delivered according to standard

  Yes

  No

  N/A

• Savory snacks are presented to guest

  Yes

  No

  N/A

• Server/Bartender confirms satisfaction and offers refill within 1 minute of glass 2/3 empty

  Yes

  No

  N/A

• Lounge/Bar menu meet standards

  Yes

  No

  N/A

• Afternoon Tea is offered and listed on menu

  Yes

  No

  N/A

• Bloody Mary program is offered and listed on menu

  Yes

  No

  N/A

• Daily evening ritual meets standard

  Yes

  No

  N/A

• Lounge/Bar food quality meets standard

  Yes

  No

  N/A

• Server/Bartender properly presents the check

  Yes

  No

  N/A

• Server/Bartender owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Server/Bartender uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Server/Bartender does not decline a request without offering alternatives

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Server/Bartender conveys a professionally tailored, conservative image

  Yes

  No

  N/A

• Server/Bartender wears St Regis Pride pin

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Server/Bartender is knowledgeable and confident

  Yes

  No

  N/A

• Server/Bartender delivered personalized service during interaction

  Yes

  No

  N/A

• Server/Bartender thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Server/Bartender provides a professional persona

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction positivey?

  Yes

  No

  N/A

• Lounge Cleanliness - Floor

  Yes

  No

  N/A

• Lounge Condition - Floor

  Yes

  No

  N/A

• Lounge Cleanliness - Walls, Doors, Ceiling, Windows/Treatments

  Yes

  No

  N/A

• Lounge Condition - Walls, Doors, Ceiling, Windows/Treatments

  Yes

  No

  N/A

• Lounge Cleanliness - Furniture, Equipment, Decor Items

  Yes

  No

  N/A

• Lounge Condition - Furniture, Equipment, Decor Items

  Yes

  No

  N/A

• Add Restaurant sitting

Restaurant sitting

• Enter Restaurant name

• Enter sitting (Breakfast, Dinner)

• Enter Host/Hostess name(s)

• Host/Hostess seating procedure meets standard

  Yes

  No

  N/A

• Host/Hostess - If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

  Yes

  No

  N/A

• Host/Hostess - Warm welcome/greeting provided

  Yes

  No

  N/A

• Host/Hostess - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Host/Hostess uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Host/Hostess - Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Host/Hostess conveys a professionally tailored, conservative image

  Yes

  No

  N/A

• Host/Hostess wears St Regis Pride pin

  Yes

  No

  N/A

• Host/Hostess - Guest name used during the experience, when known

  Yes

  No

  N/A

• Host/Hostess - Further assistance offered to the guest

  Yes

  No

  N/A

• Host/Hostess - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Host/Hostess is knowledgeable and confident

  Yes

  No

  N/A

• Host/Hostess delivered personalized service during interaction

  Yes

  No

  N/A

• Host/Hostess provides a professional persona

  Yes

  No

  N/A

• Host/Hostess - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Enter Server name(s)

• Server is knowledgeable about menus

  Yes

  No

  N/A

• Order taking meets standard

  Yes

  No

  N/A

• Food and beverage service must be provided in a timely fashion

  Yes

  No

  N/A

• Food and beverage must be provided in a timely fashion

  Yes

  No

  N/A

• Cold beverages and juices meet standards

  Yes

  No

  N/A

• Coffee and specialty coffee presentation meets standard

  Yes

  No

  N/A

• Hot tea presentation meets standards

  Yes

  No

  N/A

• Server provides exceptional service

  Yes

  No

  N/A

• Server provides additional luxury service elements

  Yes

  No

  N/A

• Server properly presents the check

  Yes

  No

  N/A

• Table setting enlivens the senses

  Yes

  No

  N/A

• Restaurant menu meets standards

  Yes

  No

  N/A

• Food is designed to be visually appealing

  Yes

  No

  N/A

• Food was properly prepared and met guest expectations for taste

  Yes

  No

  N/A

• Beverage was properly prepared and met guest expectations for taste

  Yes

  No

  N/A

• Buffets have adequate food availability and visual appeal

  Yes

  No

  N/A

• Server - Warm welcome/greeting provided

  Yes

  No

  N/A

• Server - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Server uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Server owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Server does not decline a request without offering alternatives

  Yes

  No

  N/A

• Server - Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Server conveys a professionally tailored, conservative image

  Yes

  No

  N/A

• Server wears St Regis Pride pin

  Yes

  No

  N/A

• Server - Guest name used during the experience, when known

  Yes

  No

  N/A

• Server - Further assistance offered to the guest

  Yes

  No

  N/A

• Server - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Server is knowledgeable and confident

  Yes

  No

  N/A

• Server delivered personalized service during interaction

  Yes

  No

  N/A

• Server thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Server provides a professional persona

  Yes

  No

  N/A

• Service was collaborated seamlessly amongst departments, ensuring services/assistance was

  Yes

  No

  N/A

• Server - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Did you rate Emotional Engagement with interaction as positive

  Yes

  No

  N/A

Restaurant Facility

• Dining Area Cleanliness - Floor

  Yes

  No

  N/A

• Dining Area Condition - Floor

  Yes

  No

  N/A

• Dining Area Cleanliness - Walls, Doors, Ceiling, Windows/Treatments

  Yes

  No

  N/A

• Dining Area Condition - Walls, Doors, Ceiling, Windows/Treatments

  Yes

  No

  N/A

• Dining Area Cleanliness - Furniture, Equipment, Decor Items

  Yes

  No

  N/A

• Dining Area Condition - Furniture, Equipment, Decor Items

  Yes

  No

  N/A

Private Dining

• Private Dining offered 24/7 and meets standards

  Yes

  No

  N/A

• Enter Order-taker's name(s)

• Telephone - Telephone etiquette meets standard

  Yes

  No

  N/A

• Telephone - Warm welcome/greeting provided

  Yes

  No

  N/A

• Telephone - Guest name used during the experience, when known

  Yes

  No

  N/A

• In-Room/Private Dining order properly taken

  Yes

  No

  N/A

• In-Room/Private Dining order taker upsells additional items

  Yes

  No

  N/A

• Telephone - Further assistance offered to the guest

  Yes

  No

  N/A

• Telephone - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Telephone - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Enter Server name(s)

• In-Room/Private Dining delivered on time

  Yes

  No

  N/A

• Delivery - Room delivery announcement meets standard

  Yes

  No

  N/A

• Server is visible from door viewer

  Yes

  No

  N/A

• Server follows correct procedures for entering guestroom

  Yes

  No

  N/A

• Server creates dining ambiance

  Yes

  No

  N/A

• In-Room/Private Dining order delivered as ordered and complete

  Yes

  No

  N/A

• Server presents bottled wine before serving

  Yes

  No

  N/A

• In-Room Private/Dining service meets standard

  Yes

  No

  N/A

• Tray pick-up procedure explained

  Yes

  No

  N/A

• In-Room/Private Dining table setting meets standard

  Yes

  No

  N/A

• In-Room/Private Dining table enlivens the senses

  Yes

  No

  N/A

• Server properly presents the check

  Yes

  No

  N/A

• Food is designed to be visually appealing

  Yes

  No

  N/A

• Food and beverages were properly prepared and met guest expectations for taste

  Yes

  No

  N/A

• Server owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Delivery - Warm welcome/greeting provided

  Yes

  No

  N/A

• Delivery - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Server uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Server does not decline a request without offering alternatives

  Yes

  No

  N/A

• Delivery - Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Server conveys a professionally tailored, conservative image

  Yes

  No

  N/A

• Server wears St Regis Pride pin

  Yes

  No

  N/A

• Delivery - Guest name used during the experience, when known

  Yes

  No

  N/A

• Delivery - Further assistance offered to the guest

  Yes

  No

  N/A

• Delivery - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Server is knowledgeable and confident

  Yes

  No

  N/A

• Server delivered personalized service during interaction

  Yes

  No

  N/A

• Server thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Server provides a professional persona

  Yes

  No

  N/A

• Delivery - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction positively?

  Yes

  No

  N/A

Packing/ Unpacking service

• Complimentary packing/unpacking services available

  Yes

  No

  N/A

• Enter Butler Service Desk staff name

• Telephone - Telephone etiquette meets standard

  Yes

  No

  N/A

• Telephone -Warm welcome/greeting provided

  Yes

  No

  N/A

• Telephone - Guest name used during the experience, when known

  Yes

  No

  N/A

• Telephone -Further assistance offered to the guest

  Yes

  No

  N/A

• Telephone -Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Telephone -The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Unpacking services meet standards

  Yes

  No

  N/A

• Packing services meet standards

  Yes

  No

  N/A

• Butler conveys a professionally tailored, conservative image

  Yes

  No

  N/A

• Butler wears St Regis Pride pin

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Butler is knowledgeable and confident

  Yes

  No

  N/A

• Butler delivered personalized service during interaction

  Yes

  No

  N/A

• Butler thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Butler provides a professional persona

  Yes

  No

  N/A

• Service was collaborated seamlessly amongst departments, ensuring services/assistance was

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative

  Yes

  No

  N/A

Pressing service

• Telephone - Telephone etiquette meets standard

  Yes

  No

  N/A

• Telephone - Warm welcome/greeting provided

  Yes

  No

  N/A

• Telephone - Guest name used during the experience, when known

  Yes

  No

  N/A

• Butler/Butler Service Desk is available to take calls for laundry service

  Yes

  No

  N/A

• Telephone -Further assistance offered to the guest

  Yes

  No

  N/A

• Telephone -Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Pick Up/Delivery - Warm welcome greeting provided

  Yes

  No

  N/A

• Butler follows the correct procedures for picking up laundry

  Yes

  No

  N/A

• Butler follows correct procedures for dropping off laundry

  Yes

  No

  N/A

• Pickup/Delivery - Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Pickup/Delivery - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Butler leaves handwritten note when delivering laundry

  Yes

  No

  N/A

• Butler conveys a professionally tailored, conservative image

  Yes

  No

  N/A

• Butler wears St Regis Pride pin

  Yes

  No

  N/A

• Pickup/Delivery - Guest name used during the experience, when known

  Yes

  No

  N/A

• Pickup/Delivery - Further assistance offered to the guest

  Yes

  No

  N/A

• Pickup/Delivery - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Butler is knowledgeable and confident

  Yes

  No

  N/A

• Butler delivered personalized service during interaction

  Yes

  No

  N/A

• Butler provides a professional persona

  Yes

  No

  N/A

• Butler thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Laundry is presented professionally

  Yes

  No

  N/A

• Service was collaborated seamlessly amongst departments, ensuring services/assistance was

  Yes

  No

  N/A

• Butler owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction positively

  Yes

  No

  N/A

• Will the Transportation be evaluated?

  Yes

  No

Transportation

• Enter Driver name(s)

• Driver greets guests and assists them into the car

  Yes

  No

  N/A

• Driver ensures guests comfort in the vehicle

  Yes

  No

  N/A

• Amenities provided to ensure guest comfort

  Yes

  No

  N/A

• Driver offers additional services/information to the guest

  Yes

  No

  N/A

• Transportation service is provided in a timely manner

  Yes

  No

  N/A

• Driver owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Driver uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Driver does not decline a request without offering alternatives

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Driver conveys a professionally tailored, conservative image

  Yes

  No

  N/A

• Driver wears St Regis Pride pin

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Driver is knowledgeable and confident

  Yes

  No

  N/A

• Personalized service delivered during interaction

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Professional persona provided

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction positively

  Yes

  No

  N/A

• Vehicle meets standard

  Yes

  No

  N/A

• Vehicle offers additional branded items

  Yes

  No

  N/A

• Will the Fitness Center be evaluated?

  Yes

  No

Fitness center

• Enter Attendant name(s)

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Fitness Center is available and open 24/7

  Yes

  No

  N/A

• Fitness Center available complimentary for all guests

  Yes

  No

  N/A

• Fitness Center background music is provided

  Yes

  No

  N/A

• Fitness Center amenities meet standard

  Yes

  No

  N/A

• Fitness Center television is present and

  Yes

  No

  N/A

• Cardio and strength equipment must meet standard

  Yes

  No

  N/A

• Fitness Center signage meets brand identity standards

  Yes

  No

  N/A

• Attendant uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Attendant does not decline a request without offering alternatives

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Attendant conveys a professionally tailored, conservative image

  Yes

  No

  N/A

• Attendant wears St Regis Pride pin

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Attendant is knowledgeable and confident

  Yes

  No

  N/A

• Personalized service delivered during interaction

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Professional persona provided

  Yes

  No

  N/A

• Attendant owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction positively

  Yes

  No

  N/A

• Fitness Center/Exercise Room Cleanliness - Floor

  Yes

  No

  N/A

• Fitness Center/Exercise Room Condition - Floor

  Yes

  No

  N/A

• Fitness Center/Exercise Room Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Wind ows/Treatments

  Yes

  No

  N/A

• Fitness Center/Exercise Room Condition - Walls/Doors/Ceiling/Vents/Lighting/Wind ows/Treatments

  Yes

  No

  N/A

• Fitness Center/Exercise Room Cleanliness - Furniture/Equipment/Decor Items

  Yes

  No

  N/A

• Fitness Center/Exercise Room Condition - Furniture/Equipment/Decor Items

  Yes

  No

  N/A

• Will the Pool be evaluated?

  Yes

  No

Pool

• Enter Pool Attendant name(s)

• Pool Attendant assists with guest's needs

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Poolside dining is available and meets standard

  Yes

  No

  N/A

• Poolside dining must offer timely service

  Yes

  No

  N/A

• Poolside dining uses non-breakable service/table ware

  Yes

  No

  N/A

• Pool Attendant uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Attendant does not decline a request without offering alternatives

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Attendant conveys a professionally tailored, conservative image

  Yes

  No

  N/A

• Attendant wears St Regis Pride pin

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Attendant is knowledgeable and confident

  Yes

  No

  N/A

• Personalized service delivered during interaction

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Professional persona provided

  Yes

  No

  N/A

• Attendant owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction positively

  Yes

  No

  N/A

• Pool Area Cleanliness - Floor/Deck

  Yes

  No

  N/A

• Pool Area Condition - Floor/Deck

  Yes

  No

  N/A

• Pool Area Cleanliness - Walls, Fencing, Doors, Ceiling, Windows/Treatments

  Yes

  No

  N/A

• Pool Area Condition - Walls, Fencing, Doors, Ceiling, Windows/Treatments

  Yes

  No

  N/A

• Pool Area Cleanliness - Furniture, Equipment, Decor Items

  Yes

  No

  N/A

• Pool Area Condition - Furniture, Equipment, Decor Items

  Yes

  No

  N/A

• Pool/Whirlpool Cleanliness (interior surfaces)

  Yes

  No

  N/A

• Pool/Whirlpool Condition (interior surfaces)

  Yes

  No

  N/A

• Will the Beach be evaluated?

  Yes

  No

Beach

• Enter Beach Attendant name(s)

• Beach Attendant assists with guest's needs

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Beach Attendant uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Beach Attendant does not decline a request without offering alternatives

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Beach Attendant conveys a professionally tailored, conservative image

  Yes

  No

  N/A

• Beach Attendant wears St Regis Pride pin

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Beach Attendant is knowledgeable and confident

  Yes

  No

  N/A

• Personalized service delivered during interaction

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Professional persona provided

  Yes

  No

  N/A

• Beach Attendant owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction

  Yes

  No

  N/A

• Beach dining is available and meets standard

  Yes

  No

  N/A

• Complimentary Pressing Service available

  Yes

  No

  N/A

• Laundry service is available seven days a week

  Yes

  No

  N/A

• Will the Spa be evaluated?

  Yes

  No

SPA- Arrival

• Enter name of Spa

• Enter Spa Front Desk agent name(s)

• Spa Front Desk agent provides check-in experience

  Yes

  No

  N/A

• Spa reservation is correct

  Yes

  No

  N/A

• Check-in is timely

  Yes

  No

  N/A

• Spa Front Desk agent upsells additional services

  Yes

  No

  N/A

• Spa Front Desk Agent: If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

  Yes

  No

  N/A

• Spa Front Desk Agent - Warm welcome/greeting provided

  Yes

  No

  N/A

• Spa Front Desk Agent - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Iridium Spa signage and collateral meets standards

  Yes

  No

  N/A

• Spa Front Desk agent uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Spa Front Desk Agent does not decline a request without offering alternatives

  Yes

  No

  N/A

• Spa Front Desk Agent - Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Spa Front Desk Agent conveys a professionally tailored, conservative image

  Yes

  No

  N/A

• Spa Front Desk Agent wears St Regis Pride pin

  Yes

  No

  N/A

• Spa Front Desk Agent - Guest name used during the experience, when known

  Yes

  No

  N/A

• Spa Front Desk Agent - Further assistance offered to the guest

  Yes

  No

  N/A

• Spa Front Desk Agent - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Spa Front Desk Agent - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Spa Front Desk Agent is knowledgeable and confident

  Yes

  No

  N/A

• Personalized service delivered during interaction

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Professional persona provided

  Yes

  No

  N/A

• Enter Spa Valet/Attendant name(s)

• Spa Valet/Attendant provides spa attire

  Yes

  No

  N/A

• Spa Valet/Attendant escort to locker area meets standard

  Yes

  No

  N/A

• Spa Valet/Attendant: Warm welcome/greeting provided

  Yes

  No

  N/A

• Spa Valet/Attendant: Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Iridium Spa guests offered vessel to store valuables

  Yes

  No

  N/A

• Spa Valet/Attendant uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Spa Valet/Attendant does not decline a request without offering alternatives

  Yes

  No

  N/A

• Spa Valet/Attendant: Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Spa Valet/Attendant conveys a professionally tailored, conservative image

  Yes

  No

  N/A

• Spa Valet/Attendant wears St Regis Pride pin

  Yes

  No

  N/A

• Spa Valet/Attendant: Guest name used during the experience, when known

  Yes

  No

  N/A

• Spa Valet/Attendant: Further assistance offered to the guest

  Yes

  No

  N/A

• Spa Valet/Attendant: Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Spa Valet/Attendant is knowledgeable and confident

  Yes

  No

  N/A

• Spa Valet/Attendant: Personalized service delivered during interaction

  Yes

  No

  N/A

• Spa Valet/Attendant: Service is thoughtful and intuitive, demonstrating anticipatory service when

  Yes

  No

  N/A

• Spa Valet/Attendant: Professional persona provided

  Yes

  No

  N/A

• Spa Valet/Attendant: The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction positively

  Yes

  No

  N/A

SPA - Treatment

• Enter Therapist name(s)

• Enter type of Treatment (e.g. Swedish massage, signature facial)

• Therapist begins treatment to standard

  Yes

  No

  N/A

• Therapist asks questions to ensure comfort and safety of the guest

  Yes

  No

  N/A

• Therapist provides you with privacy during the disrobing process

  Yes

  No

  N/A

• Treatment meets standard

  Yes

  No

  N/A

• Therapist concludes treatment to standard

  Yes

  No

  N/A

• Treatment begins and ends on time

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Therapist uses appropriate verbiage shows genuine concern

  Yes

  No

  N/A

• Therapist does not decline a request without offering alternatives

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Therapist conveys a professionally tailored, conservative image

  Yes

  No

  N/A

• Therapist wears St Regis Pride pin

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Therapist is knowledgeable and confident

  Yes

  No

  N/A

• Personalized service delivered during interaction

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Professional persona provided

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction positively

  Yes

  No

  N/A

SPA - Departure

• Enter Spa Valet/Attendant name(s)

• Spa Valet/Attendant: Warm welcome/greeting provided

  Yes

  No

  N/A

• Spa Valet/Attendant: Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Iridium Spa offers tea before and after treatment

  Yes

  No

  N/A

• Spa Valet/Attendant uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Spa Valet/Attendant does not decline a request without offering alternatives

  Yes

  No

  N/A

• Spa Valet/Attendant: Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Spa Valet/Attendant conveys a professionally tailored, conservative image

  Yes

  No

  N/A

• Spa Valet/Attendant wears St Regis Pride pin

  Yes

  No

  N/A

• Spa Valet/Attendant: Guest name used during the experience, when known

  Yes

  No

  N/A

• Spa Valet/Attendant: Further assistance offered to the guest

  Yes

  No

  N/A

• Spa Valet/Attendant: Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Spa Valet/Attendant - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Enter Spa Front Desk agent name(s)

• Spa Front Desk Agent - Warm welcome/greeting provided

  Yes

  No

  N/A

• Spa Front Desk Agent - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Iridium Spa offers sachet/bag of tea at checkout

  Yes

  No

  N/A

• Spa Front Desk Agent uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Spa Front Desk Agent does not decline a request without offering alternatives

  Yes

  No

  N/A

• Spa Front Desk Agent - Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Spa Front Desk Agent conveys a professionally tailored, conservative image

  Yes

  No

  N/A

• Spa Front Desk Agent wears St Regis Pride pin

  Yes

  No

  N/A

• Spa Front Desk Agent - Guest name used during the experience, when known

  Yes

  No

  N/A

• Spa Front Desk Agent - Further assistance offered to the guest

  Yes

  No

  N/A

• Spa Front Desk Agent - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Spa check-out is handled in a timely manner

  Yes

  No

  N/A

• Spa Front Desk Agent determines satisfaction with treatment

  Yes

  No

  N/A

• Spa Front Desk Agent informs guest of gratuity

  Yes

  No

  N/A

• Spa Front Desk Agent provides accurate bill

  Yes

  No

  N/A

• Spa Front Desk Agent is knowledgeable and confident

  Yes

  No

  N/A

• Spa Front Desk Agent delivered personalized service during interaction

  Yes

  No

  N/A

• Spa Front Desk Agent was thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Spa Front Desk Agent provides a professional persona

  Yes

  No

  N/A

• Spa Front Desk Agent owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Spa Front Desk Agent - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction positively

  Yes

  No

  N/A

SPA- Facility

• Relaxation lounge amenities meets standard

  Yes

  No

  N/A

• Spa locker and locker room set-up meets

  Yes

  No

  N/A

• Spa locker room provides personal grooming items

  Yes

  No

  N/A

• Spa locker room offers additional grooming items

  Yes

  No

  N/A

• Spa locker room showers meet standards

  Yes

  No

  N/A

• Spa locker room wet areas meet standards

  Yes

  No

  N/A

• Spa areas and Relaxation Lounge floors are clean

  Yes

  No

  N/A

• Spa areas and Relaxation Lounge floors are in good condition

  Yes

  No

  N/A

• Spa areas and Relaxation Lounge walls, doors, ceiling and windows/treatments are clean

  Yes

  No

  N/A

• Spa areas and Relaxation Lounge walls, doors, ceiling and windows/treatments are in good condition

  Yes

  No

  N/A

• Spa areas and Relaxation Lounge furniture, equipment and decor items are clean

  Yes

  No

  N/A

• Spa areas and Relaxation Lounge furniture, equipment and decor items are in good condition

  Yes

  No

  N/A

• Spa Locker Room restroom/shower facility floor is clean

  Yes

  No

  N/A

• Spa Locker Room restroom/shower facility floor is in good condition

  Yes

  No

  N/A

• Spa Locker Room restroom/shower walls, doors, ceiling and windows/treatments are clean

  Yes

  No

  N/A

• Spa Locker Room restroom/shower walls, doors, ceiling and windows/treatments are in good condition

  Yes

  No

  N/A

• Spa Locker Room restroom/shower furniture, equipment and decor items are clean

  Yes

  No

  N/A

• Spa Locker Room restroom/shower furniture, equipment and decor items are in good condition

  Yes

  No

  N/A

Bell- Departure

• Enter Bell staff name(s)

• Bell staff was present as required

  Yes

  No

  N/A

• Telephone - Telephone etiquette meets standard

  Yes

  No

  N/A

• Bell staff luggage retrieval request meets standard

  Yes

  No

  N/A

• Telephone -Warm welcome/greeting provided

  Yes

  No

  N/A

• Delivery - Room delivery announcement meets standard

  Yes

  No

  N/A

• Bell staff arrives in a timely fashion

  Yes

  No

  N/A

• Bell staff greets guest by name and requests permission to enter

  Yes

  No

  N/A

• Bell staff confirms all belongings are collected

  Yes

  No

  N/A

• Bell staff owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Bell staff uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Bell staff does not decline a request without offering alternatives

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Bell staff conveys a professionally tailored, conservative image

  Yes

  No

  N/A

• Bell staff wears St Regis Pride pin

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Bell staff is knowledgeable and confident

  Yes

  No

  N/A

• Bell staff delivered personalized service during interaction

  Yes

  No

  N/A

• Bell staff thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Bell staff provides a professional persona

  Yes

  No

  N/A

• Service was collaborated seamlessly amongst departments, ensuring services/assistance was

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction positively

  Yes

  No

  N/A

Checkout

• Enter Front Desk Agent name(s)

• Check-out experience meets standard

  Yes

  No

  N/A

• Check-out service is provided in a timely manner

  Yes

  No

  N/A

• Front Desk Agent offers transportation

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Front Desk Agent uses appropriate verbiage shows genuine concern

  Yes

  No

  N/A

• Front Desk Agent does not decline a request without offering alternatives

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Front Desk Agent conveys a professionally tailored, conservative image

  Yes

  No

  N/A

• Front Desk Agent wears St Regis Pride pin

  Yes

  No

  N/A

• Staff confirms UNICEF Check Out for Children donation (AP, EUR, MEA)

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Front Desk Agent is knowledgeable and confident

  Yes

  No

  N/A

• Front Desk Agent delivered personalized service during interaction

  Yes

  No

  N/A

• Front Desk Agent thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Front Desk Agent provides a professional persona

  Yes

  No

  N/A

• Service was collaborated seamlessly amongst departments, ensuring services/assistance was professional

  Yes

  No

  N/A

• Front Desk Agent owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction positively

  Yes

  No

  N/A

Service general

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Staff member uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Additional Warm welcome/greeting provided

  Yes

  No

  N/A

• Additional Staff member uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction with your entire stay positively

  Yes

  No

  N/A

General Bedroom

• Guestroom recycling meets brand standard

  Yes

  No

  N/A

• Smoke detector functional

  Yes

  No

  N/A

• Entry door safety features are fully functional

  Yes

  No

  N/A

• Hangers meet standard

  Yes

  No

  N/A

• Valet/laundry amenities meet standard

  Yes

  No

  N/A

• Complimentary shoe shine elements meet standard

  Yes

  No

  N/A

• Umbrella meets standard

  Yes

  No

  N/A

• Bathrobes and slippers meet standard

  Yes

  No

  N/A

• Luggage rack meets standard

  Yes

  No

  N/A

• In-room safe meets standard

  Yes

  No

  N/A

• Ice bucket and glasses presentation meets standard

  Yes

  No

  N/A

• Bottled water meets standard

  Yes

  No

  N/A

• In-room wine presentation meets standard

  Yes

  No

  N/A

• Complimentary In-Room coffee maker meets standard

  Yes

  No

  N/A

• In-Room coffee amenities meets standard

  Yes

  No

  N/A

• Guest Services Directory meets standard

  Yes

  No

  N/A

• Alarm clock/clock radio meets standard

  Yes

  No

  N/A

• Note pad and pen meet standard

  Yes

  No

  N/A

• In-Room/Private Dining guide/menu and door knob menu meets standard

  Yes

  No

  N/A

• Easily accessed outlets are available for guests to use

  Yes

  No

  N/A

• Reading materials meet standards

  Yes

  No

  N/A

• In-room collateral is not under glass on the desk or nightstand

  Yes

  No

  N/A

• In-room logo use on guestroom collateral meets standards

  Yes

  No

  N/A

• Honor Bar/Refreshment Center is clean, in good condition and well-stocked

  Yes

  No

  N/A

• Telephones meet standard

  Yes

  No

  N/A

• Leather blotter present in guestroom

  Yes

  No

  N/A

• Television meets standard

  Yes

  No

  N/A

• Bedding and mattress meet standard

  Yes

  No

  N/A

• Pillows meet standard

  Yes

  No

  N/A

• Bedroom/Bathroom Odor is neutral

  Yes

  No

  N/A

• Bedroom Cleanliness - Doors/Walls/Baseboards/Mirrors/Artwork

  Yes

  No

  N/A

• Bedroom Condition - Doors/Walls/Baseboards/Mirrors/Artwork

  Yes

  No

  N/A

• Bedroom Cleanliness - Ceiling

  Yes

  No

  N/A

• Bedroom Condition - Ceiling

  Yes

  No

  N/A

• Bedroom Cleanliness - Flooring/Carpet

  Yes

  No

  N/A

• Bedroom Condition - Flooring/Carpet

  Yes

  No

  N/A

• Bedroom Cleanliness - Closet Area/Ironing Board/Iron/Safe

  Yes

  No

  N/A

• Bedroom Condition - Closet Area/Ironing Board/Iron/Safe

  Yes

  No

  N/A

• Bedroom Cleanliness - Coffee Set Up/Ice Bucket/Trays/Accessories/Refrigerator/ Microwave/Mini Bar/Wet Bar

  Yes

  No

  N/A

• Bedroom Condition - Coffee Set Up/Ice Bucket/Trays/Accessories/Refrigerator/ Microwave/Mini Bar/Wet Bar

  Yes

  No

  N/A

• Bedroom Cleanliness - Case Goods - Dresser/Nightstands/End Coffee Tables

  Yes

  No

  N/A

• Bedroom Condition - Case Goods - Dresser/Nightstands/End Coffee Tables

  Yes

  No

  N/A

• Bedroom Cleanliness - Telephone/Clock/Audio Equipment/Television(s)/Remote Control/Collateral

  Yes

  No

  N/A

• Bedroom Condition - Telephone/Clock/Audio Equipment/Television(s)/Remote Control/Collateral

  Yes

  No

  N/A

• Bedroom Cleanliness - Desk/Desk Chair/Trashcan(s)

  Yes

  No

  N/A

• Bedroom Condition - Desk/Desk Chair/Trashcan(s)

  Yes

  No

  N/A

• Bedroom Cleanliness - Upholstered Furniture (Chairs/Ottoman/Sofa)

  Yes

  No

  N/A

• Bedroom Condition - Upholstered Furniture (Chairs/Ottoman/Sofa)

  Yes

  No

  N/A

• Bedroom Cleanliness - Lamps/Lighting

  Yes

  No

  N/A

• Bedroom Condition - Lamps/Lighting

  Yes

  No

  N/A

• Bedroom Cleanliness - Windows/Window Treatments

  Yes

  No

  N/A

• Bedroom Condition - Windows/Window Treatments

  Yes

  No

  N/A

• Bedroom Cleanliness - HVAC/Ventilation

  Yes

  No

  N/A

• Bedroom Condition - HVAC/Ventilation

  Yes

  No

  N/A

• Bedroom Cleanliness - Balcony/Patio Furniture/Area

  Yes

  No

  N/A

• Bedroom Condition - Balcony/Patio Furniture/Area

  Yes

  No

  N/A

• Bedroom Cleanliness - Headboard/Bed Frame/Mattress/Box spring

  Yes

  No

  N/A

• Bedroom Condition - Headboard/Bed Frame/Mattress/Box spring

  Yes

  No

  N/A

• Bedroom Cleanliness - Bedding/Linens/Pillows/Shams/Coverlets/ Free of Wrinkles

  Yes

  No

  N/A

• Bedroom Condition - Bedding/Linens/Pillows/Shams/Coverlets

  Yes

  No

  N/A

• Room/Suite is free of pests

  Yes

  No

  N/A