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
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2025 Hotel Standards | All Sections - All Classifications
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