2025 Hotel Standards by Section Bar/Lounge Service
STANDARD
TAG
CLASSIFICATION
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
It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them
Service Guest Comfort & Convenience
Server can helpfully discuss details of beverages and bar offerings and provide appropriate recommendations, if asked
Technical Execution, Skill & Knowledge
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
Staff is discreet and unintrusive throughout the experience, while remaining attentive
Graciousness, Thoughtfulness & Sense of Personalized Service
Service
Graciousness, Thoughtfulness & Sense of Personalized Service
Staff does not decline any request without offering appropriate alternatives
Service
Once the guest is seated, they are greeted within one minute
Service Efficiency
31
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