2025 Hotel Standards by Section Hotel Dining
STANDARD
TAG
CLASSIFICATION
Staff politely acknowledges the guest when appropriate and reasonably possible
Service Courtesy & Manners
If waiting is required, an estimated wait time is quoted. The guest is seated no more than five minutes past the quoted time
Service Efficiency
If waiting is required, a comfortable waiting area is available
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
Graciousness, Thoughtfulness & Sense of Personalized Service
Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful
Service
Before taking the guest's order, staff inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal
Service Wellness
Service Wellness
It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them
Service Guest Comfort & Convenience
Channels of communication among staff are consistent and complete - one does not have to fully repeat themselves and requests are conveyed to the appropriate members of service/kitchen staff 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
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
Technical Execution, Skill & Knowledge
Service
Graciousness, Thoughtfulness & Sense of Personalized Service
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
Service
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2025 Hotel Standards | All Sections - All Classifications
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