Shangri-La Hotel, Toronto - Forbes Travel Guide Rating Evaluation - 2025 Rating Year Report Text: Missed Standards Reservation & Pre-Arrival
Service Facility
50.00% (5/10)
Overall
50.00% (5/10)
N/A
SECTION
TAG
CLASSIFICATION
MISSED STANDARD
EVALUATOR OBSERVATIONS
Graciousness, Thoughtfulness & Sense of Personal- ized Service
The female operator did not exhibit a gen- uine sense of interest in the guest, such as asking if the guest would be celebrating a special occasion while at the hotel. The female operator led the call but did not extend any particularly thoughtful gestures, such as asking about their arrival time to better accommodate their stay by possibly offering an early check in.
Staff exhibits a genuine sense of interest and con- cern for the guest
Reservation & Pre- Arrival
Service
Staff leads the conversation and is thoughtful and intu- itive, demonstrating anticipa- tory service when appropri- ate and helpful
Graciousness, Thoughtfulness & Sense of Personal- ized Service
Reservation & Pre- Arrival
Service
The female operator closed the call with, "Have a good one," which was not appropri- ate.
Reservation & Pre- Arrival
Staff closes interactions with polite, appropriate remarks
Service Courtesy & Manners
The guest asked about the dinner options available at the hotel. The female operator noted the Lobby Lounge and bosk would be available but did not provide any informa- tion on the cuisine served.
Technical Execu- tion, Skill & Knowl- edge
Staff can describe hotel facil- ities and procedures with clarity
Reservation & Pre- Arrival
Service
At some point prior to the guest's stay, they are offered assistance with hotel ser- vices such as transportation service, dinner or spa reser- vations
Technical Execu- tion, Skill & Knowl- edge
Reservation & Pre- Arrival
Hotel services were not offered over the phone or in the pre-arrival correspondence.
Service
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Shangri-La Hotel, Toronto - Forbes Travel Guide Rating Evaluation - 2025 Rating Year
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