St. Regis Hotel Evaluation Inspection Report

• 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<br>room

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• If standing in a queue, an attempt to acknowledge the guest was made in a<br>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¢ 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

• Additional observations

• Signature

  Sign