FORBES TRAVEL GUIDE 2025 Hotel Standards All Sections - All Classifications
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2025 Hotel Standards by Section Reservation & Pre-Arrival
STANDARD
TAG
CLASSIFICATION
Telephone conversation is calm and clear
Service Guest Comfort & Convenience
The guest is always asked permission before being placed on hold
Service Courtesy & Manners
No telephone hold is longer than 30 seconds without offering a call- back
Service Courtesy & Manners
Staff is highly articulate and avoids slang and excessive use of phrase- fragments
Service Courtesy & Manners
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
Service Courtesy & Manners
Graciousness, Thoughtfulness & Sense of Personalized Service
Staff exhibits a genuine sense of interest and concern for the guest
Service
Staff leads the conversation and is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
Staff closes interactions with polite, appropriate remarks
Service Courtesy & Manners
Staff can readily describe the various physical elements in the guest room
Service Guest Comfort & Convenience
Technical Execution, Skill & Knowledge
Staff can describe hotel facilities and procedures with clarity
Service
Staff can effectively provide directions and/or transportation options and their associated costs
Technical Execution, Skill & Knowledge
Service
At some point prior to the guest's stay, they are offered assistance with hotel services such as transportation service, dinner or spa reservations
Technical Execution, Skill & Knowledge
Service
When making a booking, staff provides a choice of room types and rates
Technical Execution, Skill & Knowledge
Service
When making a booking, staff clearly explains deposit and cancellation policies and any penalty charges, if a method of payment is secured
Service Guest Comfort & Convenience
When making a booking, details of the booking are repeated for confirmation
Technical Execution, Skill & Knowledge
Service
2
2025 Hotel Standards | All Sections - All Classifications
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STANDARD
TAG
CLASSIFICATION
Technical Execution, Skill & Knowledge
When making a booking, a confirmation number is offered
Service
Hotel booking confirmation is received within two hours of the call
Service Efficiency
Cross-departmental channels of communication among staff are consistent and complete
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
The service is handled without excessive delays or interruptions
Service Efficiency
3
2025 Hotel Standards | All Sections - All Classifications
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2025 Hotel Standards by Section Arrival Service
STANDARD
TAG
CLASSIFICATION
Staff politely acknowledges the guest when appropriate and reasonably possible
Service Courtesy & Manners
Staff is highly articulate and avoids slang and excessive use of phrase- fragments
Service Courtesy & Manners
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
Service Courtesy & Manners
Staff readily smiles and maintains an engaging expression
Service Courtesy & Manners
Staff makes eye contact and keeps focus on the guest
Service Courtesy & Manners
Graciousness, Thoughtfulness & Sense of Personalized Service
Staff exhibits a genuine sense of interest and concern for the guest
Service
Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
Cross-departmental channels of communication among staff are consistent and complete
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance
Technical Execution, Skill & Knowledge
Service
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
Staff closes interactions with polite, appropriate remarks
Service Courtesy & Manners
All staff encountered are wearing clean and well-fitted uniforms
Service Staff Appearance
Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
Service Staff Appearance
Staff maintains alert posture and behaves professionally in view of the guest
Service Staff Appearance
Graciousness, Thoughtfulness & Sense of Personalized Service
Staff does not decline any request without offering appropriate alternatives Service
Guests are greeted curbside within 30 seconds of arriving
Service Efficiency
4
2025 Hotel Standards | All Sections - All Classifications
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STANDARD
TAG
CLASSIFICATION
If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous
Service Courtesy & Manners
Luggage assistance is immediately offered curbside
Service Guest Comfort & Convenience
The guest is escorted or directed to the appropriate registration area
Service Guest Comfort & Convenience
Time from arriving at reception area until registration is complete does not exceed five minutes
Service Efficiency
Special requests or reservations made in connection to the hotel booking are confirmed during registration or upon entering guest room
Technical Execution, Skill & Knowledge
Service
All details of the reservation are accurate; departure date is confirmed during registration
Technical Execution, Skill & Knowledge
Service
Graciousness, Thoughtfulness & Sense of Personalized Service
The guest is offered an escort to their room
Service
Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it
Service Guest Comfort & Convenience
Staff automatically arranges luggage in a convenient manner, using a rack or dedicated storage space
Service Guest Comfort & Convenience
Luggage arrives within 10 minutes of registration completion
Service Efficiency
Orientation to the hotel is helpful, consisting of relevant details and/or personalized information
Service Guest Comfort & Convenience
Staff provides helpful information about the guest room that might otherwise be overlooked or confusing
Service Guest Comfort & Convenience
If guest room is not ready beyond hotel's check-in time, staff makes thoughtful suggestions to ensure the guest's comfort while they wait, and an estimated wait time is made known and honored within 15 minutes
Service Guest Comfort & Convenience
The service is handled without excessive delays or interruptions
Service Efficiency
5
2025 Hotel Standards | All Sections - All Classifications
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2025 Hotel Standards by Section Departure Service
STANDARD
TAG
CLASSIFICATION
Telephone conversation is calm and clear
Service Guest Comfort & Convenience
Staff politely acknowledges the guest when appropriate and reasonably possible
Service Courtesy & Manners
Staff is highly articulate and avoids slang and excessive use of phrase- fragments
Service Courtesy & Manners
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
Service Courtesy & Manners
Staff readily smiles and maintains an engaging expression
Service Courtesy & Manners
Staff makes eye contact and keeps focus on the guest
Service Courtesy & Manners
Graciousness, Thoughtfulness & Sense of Personalized Service
Staff exhibits a genuine sense of interest and concern for the guest
Service
Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance
Technical Execution, Skill & Knowledge
Service
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
Staff closes interactions with polite, appropriate remarks
Service Courtesy & Manners
All staff encountered are wearing clean and well-fitted uniforms
Service Staff Appearance
Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
Service Staff Appearance
Staff maintains alert posture and behaves professionally in view of the guest
Service Staff Appearance
If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous
Service Courtesy & Manners
Channels of communication among staff are consistent and complete - one does not have to fully repeat themselves and requests are conveyed to the appropriate staff
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
6
2025 Hotel Standards | All Sections - All Classifications
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STANDARD
TAG
CLASSIFICATION
Graciousness, Thoughtfulness & Sense of Personalized Service
Staff does not decline any request without offering appropriate alternatives Service
Bellman arrives within eight minutes of departure assistance request; or within five minutes of pre-arranged luggage pick-up time
Service Efficiency
Time spent settling the folio does not exceed five minutes
Service Efficiency
Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it from the room
Service Guest Comfort & Convenience
Staff accepting payment specifically thanks the guest and closes the interaction with a polite and appropriate remark
Service Courtesy & Manners
Graciousness, Thoughtfulness & Sense of Personalized Service
Staff proactively inquires about transportation needs
Service
The guest is invited to review their folio, either digitally or printed, prior to processing
Service Guest Comfort & Convenience
If a printed folio is provided, a folder or envelope is offered
Service Guest Comfort & Convenience
If an emailed folio is requested or automatically received, it is delivered within one hour
Service Efficiency
Technical Execution, Skill & Knowledge
The final folio is accurate and easy to read
Service
If applicable, posting/charge errors called to the attention of the staff are quickly and discreetly rectified with words of apology
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
There will be no unexpected charges posted to the folio; guests must have been advised in some obvious manner of all charges
Service Guest Comfort & Convenience
The service is handled without excessive delays or interruptions
Service Efficiency
7
2025 Hotel Standards | All Sections - All Classifications
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2025 Hotel Standards by Section Guest Service
STANDARD
TAG
CLASSIFICATION
Telephone conversation is calm and clear
Service Guest Comfort & Convenience
Staff politely acknowledges the guest when appropriate and reasonably possible
Service Courtesy & Manners
Staff is highly articulate and avoids slang and excessive use of phrase- fragments
Service Courtesy & Manners
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
Service Courtesy & Manners
Staff readily smiles and maintains an engaging expression
Service Courtesy & Manners
Staff makes eye contact and keeps focus on the guest
Service Courtesy & Manners
When appropriate, staff asks guiding questions to ascertain the guest's preferences
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
Cross-departmental channels of communication among staff are consistent and complete
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance
Technical Execution, Skill & Knowledge
Service
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
Staff closes interactions with a polite, appropriate remark
Service Courtesy & Manners
Staff encountered are wearing clean and well-fitted uniforms
Service Staff Appearance
Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
Service Staff Appearance
Staff maintains alert posture and behaves professionally in view of the guest
Service Staff Appearance
Staff responds to or confirms in-house requests within two hours
Service Efficiency
Staff responds to or confirms pre-arrival requests within 24 hours
Service Efficiency
8
2025 Hotel Standards | All Sections - All Classifications
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STANDARD
TAG
CLASSIFICATION
Staff exhibits local expertise by providing thorough detail and first-hand knowledge
Technical Execution, Skill & Knowledge
Service
When appropriate, staff effectively provides directions and transportation options
Technical Execution, Skill & Knowledge
Service
Property offers high quality and curated experiences, itineraries or activities
Service Sense of Luxury
Technical Execution, Skill & Knowledge
All non-digital collateral is professionally presented
Service
Graciousness, Thoughtfulness & Sense of Personalized Service
Staff does not decline any request without offering appropriate alternatives Service
The service is handled without excessive delays or interruptions
Service Efficiency
9
2025 Hotel Standards | All Sections - All Classifications
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2025 Hotel Standards by Section Digital Services
STANDARD
TAG
CLASSIFICATION
The hotel's website is notable in design and consistent with the property and/or brand
Service Sense of Luxury
The hotel's website is intuitive and seamless to navigate
Service Guest Comfort & Convenience
Content on the hotel website and email communications are current, free of errors and grammatically correct
Technical Execution, Skill & Knowledge
Service
An online hotel booking engine or mobile application is available
Service Guest Comfort & Convenience
Booking engine is convenient and allows the guest to filter room results by preferences or features
Service Guest Comfort & Convenience
Booking engine offers a rate and availability calendar
Service Guest Comfort & Convenience
Rate types and inclusions are clearly and conveniently described during the online booking process
Technical Execution, Skill & Knowledge
Service
During the online booking process, room descriptions are helpful, with accurate photos of the bedroom, bathroom and any living spaces included
Technical Execution, Skill & Knowledge
Service
It is possible to add special requests to the reservation during the process of online booking
Service Guest Comfort & Convenience
The deposit and cancellation policy is prominently explained before the booking is processed online
Technical Execution, Skill & Knowledge
Service
For online bookings, confirmation number is immediately generated and the full confirmation email is received within two hours
Technical Execution, Skill & Knowledge
Service
Bookings made through the property website can be amended and cancelled online
Service Guest Comfort & Convenience
Technical Execution, Skill & Knowledge
Hotel booking details are accurately reflected in the email confirmation
Service
Graciousness, Thoughtfulness & Sense of Personalized Service
All email communications are personalized
Service
All email communications are professionally formatted and accurately reflect the property and/or brand
Technical Execution, Skill & Knowledge
Service
Staff is articulate and courteous when corresponding with the guest via email
Service Courtesy & Manners
10
2025 Hotel Standards | All Sections - All Classifications
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STANDARD
TAG
CLASSIFICATION
General email inquiries are acknowledged within 24 hours
Service Efficiency
All text message communications are polite, professional and consistent with the property style
Service Courtesy & Manners
Text messages are answered within three minutes
Service Efficiency
When guest requests are made through digital technology, the functionality is intuitive and convenient
Service Guest Comfort & Convenience
All service automation functions seamlessly and as expected
Service Guest Comfort & Convenience
Non-digital alternatives are available for any service automation technologies provided
Service Guest Comfort & Convenience
11
2025 Hotel Standards | All Sections - All Classifications
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2025 Hotel Standards by Section Fitness Services
STANDARD
TAG
CLASSIFICATION
If present, staff in the fitness facility is professional and courteous
Service Courtesy & Manners
Guest Comfort & Convenience
Restrooms are conveniently located in or near the fitness facility
Facility
If provided, the overall appearances of the locker room and/or restroom area are organized, clean and well-maintained
Service Cleanliness & Condition
Equipment is exceptionally high quality, with modern, up-to-date models and technology
Facility Sense of Luxury
Guest Comfort & Convenience
At least three different types of cardiovascular equipment are provided
Facility
At least three different types of floor exercise and/or recovery equipment are provided
Facility Wellness
A full set of free weights and at least one piece of strength-training or circuit- training equipment are available
Guest Comfort & Convenience
Facility
Equipment is sufficient for the fitness facility capacity, and it is arranged in a convenient manner
Guest Comfort & Convenience
Facility
The facility offers ample open floor space, allowing the guest sufficient room to themselves when using all equipment
Guest Comfort & Convenience
Facility
All fitness equipment is clean and hygienic in appearance
Service Cleanliness & Condition
All fitness equipment is in excellent condition and well-maintained
Facility Cleanliness & Condition
The fitness room and all amenities are clean and in excellent condition
Service Cleanliness & Condition
Guest Comfort & Convenience
Appropriate cardiovascular equipment includes intuitive audiovisual functionality
Facility
Water is readily available within the fitness center
Facility Wellness
Fresh fruit and/or nutritionally focused snacks are available in or near the fitness area
Facility Wellness
Appropriately sized towels are conveniently available to all guests in the fitness area
Guest Comfort & Convenience
Facility
Dampened chilled towels are offered in the fitness area
Facility Wellness
12
2025 Hotel Standards | All Sections - All Classifications
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STANDARD
TAG
CLASSIFICATION
Towels are disposed of discreetly
Service Cleanliness & Condition
The facility provides a fresh and comfortable workout environment
Facility Wellness
Exceptional attention to the fitness facility design/décor and amenities is evident
Facility Sense of Luxury
If offered, in-room fitness equipment is high quality
Facility Sense of Luxury
The property offers an interesting selection of fitness classes, training and/or other wellbeing activities appropriate to the destination, whether virtual or in person
Service Wellness
13
2025 Hotel Standards | All Sections - All Classifications
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2025 Hotel Standards by Section Casino Service
STANDARD
TAG
CLASSIFICATION
Staff politely acknowledges the guest when appropriate and reasonably possible
Service Courtesy & Manners
Staff readily smiles and maintains an engaging expression
Service Courtesy & Manners
Staff makes eye contact and keeps focus on the guest
Service Courtesy & Manners
Graciousness, Thoughtfulness & Sense of Personalized Service
Staff exhibits a genuine sense of interest and concern for the guest
Service
Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance
Technical Execution, Skill & Knowledge
Service
Staff closes interactions with polite, appropriate remarks
Service Courtesy & Manners
All staff encountered are wearing clean and well-fitted uniforms
Service Staff Appearance
Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
Service Staff Appearance
Staff maintains alert posture and behaves professionally in view of the guest
Service Staff Appearance
When playing in the $1 slot area, the guest is approached for drink service within 20 minutes
Service Efficiency
After ordering, beverages are served in 10 minutes
Service Efficiency
The overall appearance of the casino floor is clean and well-maintained
Facility Cleanliness & Condition
The casino setting is distinctive in quality, interest and execution
Facility Sense of Luxury
The casino floor is easy to navigate, and the signage is clearly posted
Facility Guest Comfort & Convenience
When playing a table game, the guest is approached for drink service within 15 minutes
Service Efficiency
After ordering, beverages are served in 10 minutes
Service Efficiency
When playing a table game, staff provides assistance in a warm and hospitable manner
Service Courtesy & Manners
It is easy to redeem chips/vouchers or "cash out"
Facility Guest Comfort & Convenience
14
2025 Hotel Standards | All Sections - All Classifications
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2025 Hotel Standards by Section Guest Service Request
STANDARD
TAG
CLASSIFICATION
Telephone conversation is calm and clear
Service Guest Comfort & Convenience
Staff is highly articulate and avoids slang and excessive use of phrase- fragments
Service Courtesy & Manners
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
Service Courtesy & Manners
Staff readily smiles and maintains an engaging expression
Service Courtesy & Manners
Staff makes eye contact and keeps focus on the guest
Service Courtesy & Manners
Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
Cross-departmental channels of communication among staff are consistent and complete
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance
Technical Execution, Skill & Knowledge
Service
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
All interactions are closed politely and appropriately
Service Courtesy & Manners
All staff encountered are wearing clean and well-fitted uniforms
Service Staff Appearance
Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
Service Staff Appearance
Staff maintains alert posture and behaves professionally in view of the guest
Service Staff Appearance
Graciousness, Thoughtfulness & Sense of Personalized Service
Staff does not decline any request without offering appropriate alternatives Service
Staff arrives to the room within 10 minutes unless advised otherwise
Service Efficiency
Requested items delivered to the room are elegantly presented
Service Sense of Luxury
Two-hour pressing, same-day and express laundry/dry cleaning service are available on weekdays
Facility Guest Comfort & Convenience
15
2025 Hotel Standards | All Sections - All Classifications
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STANDARD
TAG
CLASSIFICATION
Folded items are returned with luxurious presentation
Service Sense of Luxury
Hanging items are neatly returned on high quality hangers, with non-slip inserts for trousers
Service Sense of Luxury
The service meets the guest's needs and any items provided are high quality
Technical Execution, Skill & Knowledge
Service
The service is handled without excessive delays or interruptions
Service Efficiency
16
2025 Hotel Standards | All Sections - All Classifications
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2025 Hotel Standards by Section Housekeeping Daily Service
STANDARD
TAG
CLASSIFICATION
The bathroom floor is thoroughly cleaned
Service Cleanliness & Condition
All bathroom fixtures are thoroughly cleaned
Service Cleanliness & Condition
Bathroom appointments such as mirrors, shelves, etc. are thoroughly cleaned
Service Cleanliness & Condition
All used bathroom linens and robes are removed and neatly replaced unless the guest opts into an environmental preference program
Technical Execution, Skill & Knowledge
Service
All fresh bathroom linens are clean and completely hygienic
Service Cleanliness & Condition
All fresh bathroom linens are in excellent condition, free of wear or discoloration
Facility Cleanliness & Condition
Guest Comfort & Convenience
Toiletries and cosmetics are neatly arranged
Service
High quality underliners are used for toiletries on vanity or counter surfaces, but not under items on narrow shelves
Service Sense of Luxury
Small appliances provided by the hotel have their cords (i.e. hairdryer, iron, etc.) neatly coiled and appliances are tidily arranged in a convenient location
Guest Comfort & Convenience
Service
Guest Comfort & Convenience
End sheets of toilet tissue are neatly pointed or similarly cared for
Service
Bathroom amenities are sufficiently supplied to last until the next service. Any single-use amenity that is more than half depleted has a fresh product added
Guest Comfort & Convenience
Service
Debris is thoroughly removed from all areas of the bedroom floor
Service Cleanliness & Condition
Any significant dust, debris or spillage on furniture surfaces is thoroughly cleaned
Service Cleanliness & Condition
Following daily service, all bed linens are completely clean and in exceptional condition unless the guest opts into an environmental preference program
Service Cleanliness & Condition
Technical Execution, Skill & Knowledge
The bed is tightly and attractively remade with decorative elements replaced
Service
If the guest opts into an environmental preference program, their requests are honored
Technical Execution, Skill & Knowledge
Service
Wastebaskets and ashtrays throughout the bedroom and bathroom are emptied/ cleaned
Service Cleanliness & Condition
17
2025 Hotel Standards | All Sections - All Classifications
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STANDARD
TAG
CLASSIFICATION
Soiled in-room dining serviceware, trays or trolleys are removed from the room and not left in the corridor
Technical Execution, Skill & Knowledge
Service
If used, glassware, silver or china in the room is thoroughly cleaned
Service Cleanliness & Condition
If provided complimentary, food and beverage amenities are freshened and/or replaced as necessary
Guest Comfort & Convenience
Service
If applicable, items consumed from the minibar are replaced at some point during the day
Guest Comfort & Convenience
Service
If ice had been provided in the ice bucket, ice bucket is drained and cleaned, or completely refreshed
Guest Comfort & Convenience
Service
Clothing left around the room is neatly folded or draped and left within immediate guest view
Guest Comfort & Convenience
Service
Shoes left out in the room are paired and neatly placed near where the guest had left them, out of high traffic areas
Guest Comfort & Convenience
Service
Personal guest belongings, other than clothing or toiletries, are not substantially disturbed and no guest belongings are missing
Guest Comfort & Convenience
Service
Personal guest belongings, other than clothing or toiletries, are handled in a noteworthy manner
Service Sense of Luxury
Technical Execution, Skill & Knowledge
Magazines and newspapers are neatly compiled and arranged
Service
Hotel collateral such as service directories, in-room dining menus, corporate directories, etc. are neatly arranged
Guest Comfort & Convenience
Service
TVs are turned off or set to a dedicated welcome channel, furniture throughout the room is neatly straightened and closet and cupboard doors are closed
Guest Comfort & Convenience
Service
All window treatments are opened, if appropriate, have a symmetrical appearance and are uniform day-to-day
Guest Comfort & Convenience
Service
Depleted complimentary room amenities are replenished, such as notepads, pens and laundry kits
Guest Comfort & Convenience
Service
Guest Comfort & Convenience
Burned out light bulbs or other malfunctioning equipment is replaced/repaired
Service
The room has an extremely fresh, comfortable atmosphere when the guest returns
Service Wellness
18
2025 Hotel Standards | All Sections - All Classifications
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STANDARD
TAG
CLASSIFICATION
Daily service is provided in a timely, convenient and discreet manner so that the guest does not feel disturbed
Guest Comfort & Convenience
Service
If a room attendant, minibar attendant or technician is encountered, they are very polite and professional. Their appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
Service Courtesy & Manners
Technical Execution, Skill & Knowledge
Security precautions are taken when staff is servicing rooms
Service
Technical Execution, Skill & Knowledge
Guest room corridors are kept neat and organized during daily service
Service
19
2025 Hotel Standards | All Sections - All Classifications
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2025 Hotel Standards by Section Housekeeping Evening Service
STANDARD
TAG
CLASSIFICATION
Evening service is provided automatically
Service Sense of Luxury
Evening service is provided automatically or the guest is prominently invited to call to request service
Guest Comfort & Convenience
Service
Evening service is provided in a timely, convenient and discreet manner so that the guest does not feel disturbed
Guest Comfort & Convenience
Service
During evening service, an effort is made to set an appropriate atmosphere
Service Wellness
During evening service, bedding is neatly prepared. If decorative items are removed, they are discreetly stored
Technical Execution, Skill & Knowledge
Service
During evening service, clothing left around the room is neatly folded or draped and left within immediate guest view
Guest Comfort & Convenience
Service
During evening service, shoes left out in the room are paired and neatly placed near where the guest had left them, out of high traffic areas
Guest Comfort & Convenience
Service
The bedroom is tidied, with significant debris removed from floors and furnishings; wastebaskets are emptied and reading materials are straightened
Technical Execution, Skill & Knowledge
Service
During evening service, the bathroom counter, sink, shower and tub are cleaned
Service Cleanliness & Condition
Bedroom and bathroom amenities are sufficiently supplied to last until the next service
Guest Comfort & Convenience
Service
Guest Comfort & Convenience
During evening service, toiletries and cosmetics are neatly arranged
Service
High quality underliners are used for toiletries on vanity or counter surfaces, but not under items on narrow shelves
Service Sense of Luxury
During evening service, used bathroom linens are removed and neatly replaced, unless the guest chooses to participate in an environmental preference program
Technical Execution, Skill & Knowledge
Service
All fresh bathroom linens are clean and completely hygienic
Service Cleanliness & Condition
All fresh bathroom linens are in excellent condition, free of wear or discoloration
Facility Cleanliness & Condition
If the guest opts into an environmental preference program, their requests are honored
Technical Execution, Skill & Knowledge
Service
20
2025 Hotel Standards | All Sections - All Classifications
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STANDARD
TAG
CLASSIFICATION
If a housekeeping evening service attendant is encountered, they are very polite and professional. Their appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
Service Courtesy & Manners
21
2025 Hotel Standards | All Sections - All Classifications
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2025 Hotel Standards by Section Guest Room
STANDARD
TAG
CLASSIFICATION
Upon arrival, the room has an extremely fresh, comfortable atmosphere
Service Wellness
Guest Comfort & Convenience
A specific welcome gift or amenity is provided on the day of arrival
Service
If provided, the welcome amenity is of extremely high quality and distinctive in presentation
Service Sense of Luxury
The guest room is well-soundproofed
Facility Wellness
Hotel collateral and any printed products, such as stationery, reading material, notepad paper or pens, are elegant or distinctive in a way that is notable
Facility Sense of Luxury
Cleanliness & Condition
Hotel collateral and any printed products are in excellent condition
Facility
Hotel collateral is accurate and grammatically correct; if provided, magazines are current
Guest Comfort & Convenience
Service
Cleanliness & Condition
The bed is clean and hygienic in appearance
Service
Cleanliness & Condition
The bed is well-maintained and in excellent condition
Facility
The bed linens are of high quality and made of natural materials
Facility Sense of Luxury
The bed is exceptionally comfortable
Facility Wellness
The room promotes good sleep, including effective blackout functionality
Facility Wellness
Guest Comfort & Convenience
The closets and shelves/drawers are generously spacious and very well lit
Facility
Guest Comfort & Convenience
There are at least 10 hangers in the closet, convenient for all types of garments
Facility
Fresh flowers or live plants are provided by the hotel in the guest room
Facility Wellness
The bedroom offers a comfortable place to relax, such as when watching television or dining, separate from the bed and desk areas
Guest Comfort & Convenience
Facility
The lighting in the bedroom is comfortable for the guest to complete all necessary daily tasks. The room has ample natural light during the day
Guest Comfort & Convenience
Facility
22
2025 Hotel Standards | All Sections - All Classifications
This document contains Forbes Travel Guide proprietary information. Distribution beyond authorized use at your property is prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED. 9986e78b-3fa2-11ef-92b2-0a50d4acf9cf
STANDARD
TAG
CLASSIFICATION
Cleanliness & Condition
The bedroom is exceptionally clean
Service
Cleanliness & Condition
The bedroom is extremely well-maintained
Facility
If available, the outdoor balcony/patio is exceptionally clean and in excellent condition
Cleanliness & Condition
Facility
The room is supplied with a distinctive variety of high-quality amenities that enhance the guest experience
Facility Sense of Luxury
Guest Comfort & Convenience
If provided, the technology is easy to use and navigate
Facility
Guest Comfort & Convenience
Electronic outlets are located in convenient locations for the guest
Facility
If provided, clocks display the time of day within two minutes of the time confirmed by the global time clock and prior alarms are cleared
Guest Comfort & Convenience
Service
The architectural design style of the room is notable in interest or execution
Facility Sense of Luxury
The entire room is true to the thematic elements. There are no unintentional mismatching styles of furnishings or indication of remodeling that is not thorough or done in cycles
Facility Sense of Luxury
The grooming areas are generously spacious so that two persons could easily shower and dress in comfort
Guest Comfort & Convenience
Facility
Basic amenities, including shampoo, conditioner, body wash/gel, lotion, hand soap and cotton products, are provided
Guest Comfort & Convenience
Facility
Beyond basic amenities, the bathroom is supplied with at least three additional types of toiletry items
Facility Sense of Luxury
Bathroom amenities are exceptionally luxurious in quality and presentation
Facility Sense of Luxury
Guest Comfort & Convenience
Robes, slippers and sufficient towels are automatically provided
Facility
Robes, slippers and bathroom linens are of extremely high quality
Facility Sense of Luxury
Cleanliness & Condition
Robes, slippers and bathroom linens are well-maintained and in excellent condition
Facility
Cleanliness & Condition
Robes, slippers and bathroom linens are all clean and hygienic in appearance
Service
23
2025 Hotel Standards | All Sections - All Classifications
This document contains Forbes Travel Guide proprietary information. Distribution beyond authorized use at your property is prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED. 9986e78b-3fa2-11ef-92b2-0a50d4acf9cf
STANDARD
TAG
CLASSIFICATION
Strong water pressure and no vacillating water temperatures are present in showers; showers are easy to operate
Guest Comfort & Convenience
Facility
Guest Comfort & Convenience
Placement of bathroom amenities is convenient and careful
Service
Guest Comfort & Convenience
Placement of bathroom linens is convenient and careful
Service
The lighting in the bathroom is sufficient for all intended tasks, such as grooming and makeup application
Guest Comfort & Convenience
Facility
Cleanliness & Condition
The bathroom is exceptionally clean
Service
Cleanliness & Condition
The bathroom is extremely well-maintained
Facility
The bathroom design and appointments, such as counters, floors and fixtures, are exceptionally noteworthy
Facility Sense of Luxury
The guest is exceptionally comfortable in this room
Service Sense of Luxury
24
2025 Hotel Standards | All Sections - All Classifications
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2025 Hotel Standards by Section Public Areas
STANDARD
TAG
CLASSIFICATION
Telephone conversations are calm and clear
Service Guest Comfort & Convenience
The guest is always asked permission before being placed on hold
Service Courtesy & Manners
No telephone hold is longer than 30 seconds without offering a call- back
Service Courtesy & Manners
Staff politely acknowledges the guest when appropriate and reasonably possible
Service Courtesy & Manners
Staff is highly articulate and avoids slang and excessive use of phrase- fragments
Service Courtesy & Manners
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
Service Courtesy & Manners
Staff readily smiles and maintains an engaging expression
Service Courtesy & Manners
Staff makes eye contact and keeps focus on the guest
Service Courtesy & Manners
Staff exhibits a genuine sense of interest and concern for the guest and/ or demonstrates anticipatory service when appropriate and helpful
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
Cross-departmental channels of communication among staff are consistent and complete
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
Staff maintains alert posture and behaves professionally in view of the guest
Service Staff Appearance
Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance
Technical Execution, Skill & Knowledge
Service
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
Staff closes interactions with a polite, appropriate remark
Service Courtesy & Manners
All staff encountered are wearing clean and well-fitted uniforms
Service Staff Appearance
Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
Service Staff Appearance
Staff does not decline any request without offering appropriate alternatives
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
25
2025 Hotel Standards | All Sections - All Classifications
This document contains Forbes Travel Guide proprietary information. Distribution beyond authorized use at your property is prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED. 9986e78b-3fa2-11ef-92b2-0a50d4acf9cf
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