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
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
Made with FlippingBook - Online magazine maker