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
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2025 Hotel Standards | All Sections - All Classifications
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