Professional Documents
Culture Documents
Standards of Excellence
Standards of Excellence
Table of Contents
Transfer - Arrival
• Airport Rep is punctual / readily waiting for guest Guest's name is accurately spelled
• Staff is easy to locate on arrival and identifiable as hotel's rep
• Guest's name correctly spelled on sign and easily visible (if applicable)
• Sign is in good condition and writing on sign is clear and tidy
• Sign looks professional with hotel logo
• Staff has a professional manner and speaks sufficient English
• Staff is well groomed, uniform is in good condition and no body odor
• Staff offers to take guest luggage and escorts guest to vehicle
• Vehicle is parked close to arrival area
• Staff does not rush guest and opens vehicle door for guest
• Airport rep wishes guest a pleasant stay (if not accompanying guest to hotel)
• Driver greets / welcomes guest (n/a if the driver is the same person)
• Staff is well groomed, uniform is in good condition clean and no body odor
• Driver speaks sufficient English
• Driver advises of estimated travel time and is able to answer general questions about the hotel /
destination
• Driver drives safely & at moderate speed
• Driver inquires if temperature is comfortable and if guest prefers radio / music on / off
• Staff does not offer to provide "moonlighting" services or to stop on the way to the hotel
• Upon arrival, staff wishes guest pleasant stay / pleasant parting comment (with sincerity)
Transfer - Departure
• Vehicle is easily found (if applicable)
• Driver is punctual -readily waiting for guest or car arrives within 8 min of request
• Driver has a welcoming smile and professional manner
• Staff is well groomed, uniform is in good condition and no body odor
• Staff offers to assist guest with luggage (if applicable)
• Staff opens vehicle door for guest
• Driver speaks sufficient English
• Driver advises of estimated travel time and drives safely at moderate speed
• Driver inquires if temperature is comfortable and if guest prefers radio / music on / off
• Driver inquires discreetly about guest satisfaction / if guest had a pleasant stay
• Driver confirms airline and time of departure
• Drop-off is at correct terminal / location
• Upon arrival, staff assists with luggage removal from vehicle
• Upon arrival, staff wishes guest pleasant stay / pleasant parting comment (with sincerity)
• Staff does not linger for a tip
Vehicle
• Reading material is available, in good condition and current
• Vehicle is comfortable, clean (interior and exterior) and in good condition (interior and exterior)
• Vehicle has no unpleasant odor -i.e. cigarettes
Arrival at Hotel
• Staff are present and clearly visible on arrival at hotel (at least during business hours)
• Valet parking is provided
• Staff appear to be working as a team / are organized and proactive
• Staff are friendly and have welcoming smiles
• Staff are well groomed, uniform is in good condition and no body odor
• Staff greets & says "Welcome to the (hotel name)" or similar before entering lobby area
• Guest does not have to remove luggage from vehicle
• Staff ascertains guest's name and introduces him / her to Reception staff
• Staff gives guest a luggage tag / Bellman keeps luggage with guest
• Staff takes luggage into hotel and opens hotel door for guest
• Staff escorts guest to check-in area (Exc.) / Staff directs guest to check-in area (Good) / No assistance, but it is obvious where to go for check-in
(Av.) / No assistance and it is not clear as where to go (Poor)
Check-In
• Guest acknowledged within 10 seconds or an acceptable time based on business and welcomes guest to the hotel
• Staff has a genuine welcoming smile (upon arrival and during check-in procedure) and is friendly
• Staff uses eye contact, speaks clearly and speaks sufficient English
• Staff respects guest's presence when interacting with other staff members
• Staff appear to be working as a team / are organized and proactive
• Staff addresses guest by name during check-in procedure, but not in excess
• Staff promptly retrieves guest's reservation folio
• Staff fills out registration details (excluding address and signature)
• All details already printed on the registration card (as given at Reservation) are correct
• If any information is incorrect, staff promptly rectifies the mistakes
• Guest is presented with standard hotel pen
• Staff requests guest passport / ID (if required by law)
• Staff confirms non / smoking preference (if preference was stated a reservation, staff refers to this)
• Staff confirms bed size preference (if preference was stated a reservation, staff refers to this)
• Staff confirms check-out date / Nº of nights
• Staff offers option of express check-out (if credit card used as guarantee)
• Staff requests credit card / cash deposit (or confirms credit card given during reservation)
• Staff asks if guest belongs to any loyalty membership program
• Staff offers to enroll guest in "I Prefer Global Guest Benefit Program" If cash deposit given, staff provides receipt unprompted
• If guest under package, staff advises of the package's attributes (other than breakfast)
• If breakfast included in room rate, staff advises guest and mentions times and location
• If room was pre-paid, staff confirms that payment had been made and specifies what charges are not covered
• Staff indicates room number and this without announcing verbally
• Staff confirms room rate and this without announcing verbally
• Staff offers choice of newspapers (at least 2 different)
• If the room is not ready, guest is shown to a lounge area and offered a complimentary beverage
(it must be after official check-in time)
• While waiting for the room, guest is regularly updated on the situation
• Staff informs guest of luggage whereabouts (if applicable)
• Staff wishes guest a pleasant stay (with sincerity)
• Guest feels welcomed to the hotel in a genuine manner
• Reception desk is in good condition and clean and tidy
• Area behind Reception desk is in good condition and clean and tidy
• Staff are well groomed, uniform is in good condition and no body odor
Arrival in Room
• Staff escorts guest to room (Exc.) / Staff escorts guest to lift (Good) / Staff directs guest to left
(Av.) / No directions provided (poor)
• Staff explains some of the hotel facilities on the way to the room / in the room (including location but not opening hours) (if applicable)
• Staff can answer some general questions about hotel facilities (if applicable)
• Staff offers Room Orientation: Air-conditioning & Master (lighting) controls Minibar / Safe / Compendium (if unusual location)
• Staff provides information about broadband internet connection and cable location (if guest is carrying a laptop)
• Room orientation is not too lengthy
• Time taken for luggage delivery City Hotel / 3 pts within 8 min -0 pts at 15 min / Resort Hotel /
3 pts within 15 min -0 pts at 20 min
• Staff delivering luggage greets guest
• Staff is friendly and smiling and speaks sufficient English
• Staff addresses guest by name (but not in excess)
• Staff unfolds luggage rack and places luggage on top or asks where guest prefers them placed
• Staff offers further assistance and indicates who to contact for future requests
• Staff does not linger for a tip
• Staff wishes guest a pleasant stay (with sincerity)
• Staff is well groomed, uniform is in good condition and no body odor
Check-Out
• Guest acknowledged within 10 seconds or an acceptable time based on business
• Staff greets guest and has a genuine smile (upon arrival and during check-out procedure)
• Staff uses eye contact, speaks clearly and speaks sufficient English
• Staff respects guest's presence when interacting with other staff members
• Staff appear to be working as a team / are organized and proactive
• Staff addresses guest by name at least twice during check-in procedure, but not in excess
• Staff confirms guest's name and room number
• Staff inquires as to guest satisfaction before presenting the bill, but not in excess
• If guest expresses dissatisfaction with stay, staff deals with complaint in an efficient manner
• Staff inquires if minibar items have been consumed (if applicable)
• If guest asked about minibar consumption, staff does not appear to be double checking
• If guest asked about minibar consumption, staff does not appear to be double checking
• If guest queries the bill, staff is efficient and helpful in handling query
• Bill is clearly itemized and is correct
• Guest is presented with standard hotel pen
• Bill is finally presented neatly folded and placed in envelope
• Staff inquires if guest requires assistance with departure transportation / confirms that transportation has been organized
• Staff thanks guest for choosing the hotel and offers an invitation to return
• Check-out procedure time 5 pts within 5 min, 0 pts at 10 min, -0.5 pts per min above 10 min
• Staff explains procedure to retrieve luggage
• Guest feels that his stay at the hotel was genuinely appreciated
• Reception desk is in good condition and clean and tidy
• Area behind Reception desk is in good condition and clean and tidy
• Staff are well groomed, uniform is in good condition and no body odor
Pre-Arrival Message
• Staff proactively offers to take a message
• Staff avoids unnecessary transfers / does not place caller on hold for more than 30 sec.
• During call staff reconfirms content of message
• Staff is polite and efficient
• Message information is accurate and free of grammar or spelling mistakes
• Text copy of message is delivered in a confidential manner (not verbally announced)
• Message information is delivered in good time (at check-in)
Wake-up calls
• Staff wishes guest a good night
• Call received within 2 minutes of requested time (based on hotel Operator’s time)
• Time of day clearly announced.
• Not more than 2 calls are received (requested and reminder if applicable)
• 2nd (requested) call received within 3 minutes of requested time (if applicable)
Regular Laundry
• Laundry sheet clearly states collection and return times and charges for Regular Laundry
• Laundry sheet is professionally printed, clean and in good condition
• Same day laundry service available at least 6 days per week / Pressing service available on request
• Guest does not have to call more than once to be connected to Housekeeping
• Guest not placed on hold more than 30 sec. / no unnecessary transfer
• Staff understands and is accommodating to request
• Staff speaks clearly and sufficient English
• Staff appears knowledgeable
• Staff thanks guest for calling
• Garment is collected within 10 minutes
• Staff is well groomed, uniform is clean and no body odor
• Staff's uniform is in good condition
• Garment returned by estimated time (+/-20 minutes) and within 24 hours
• Garment returned according to instructions (folded)
• If garment has a problem (stain, hole), guest is notified / staff (offer to) fix
• There are no pins / staples or similar attached to the garment
• Laundry tags are removed from all items
• Garment is neatly presented, well cleaned and pressed
• Small currency note / personal item (concealed in garment) is returned
Turndown Service
• Turndown service is automatically performed
• Service is not performed before 17:00 or after 21:00
• Bed is nicely turned down and looks neat and tidy
• Bedspread (if applicable) is stored neatly
• Printed weather forecast card is provided
• Ice bucket is refilled (if applicable)
• Room tidied, all hotel items are replaced in their original position
• Used coffee / tea facilities are cleaned and replenished
• Wastebaskets are cleared of all rubbish
• Ashtrays are clean (if applicable)
• Guest clothing neatly handled and shoes placed tidily
• Cash / valuables left in room are discreetly handled
• Bathroom is clean and tidy
• Wastebaskets are cleared of all rubbish
• Used towels & linen are replaced (unless a green or recycling program is in place)
• Personal toiletries are neatly organized on vanity counter
Concierge
• Guest does not have to call more than once to be connected to the Concierge
• Staff is able to answer question
• Guest not placed on hold more than 30 seconds / no unnecessary transfers
• Staff understands and is accommodating to request
• Staff speaks clearly and sufficient English
• If staff offers to call back with information, follow-up call is received within 10 minutes
• Correct information is provided
• Staff has friendly manners
Guestroom Elevator(s)
• Exterior doors are in good condition and clean
• Door frames (interior and exterior) in good condition and clean
• Interior doors, floors, walls, ceilings are in good condition and clean
• Advertisements / promotional material / guest information are clean, in good condition & up-to-
date
• Buttons and button panel are in good condition, clean, no smudge marks
• Floors are clearly marked with major facilities location clearly indicated
• There is no unpleasant noise or shaking
• All lights are functioning and is appropriate
• There is no unpleasant smell
• Temperature is comfortable
Guestroom Corridor(s)
• Flooring / carpet is in good condition and clean
• Walls and ceilings are in good condition and clean
• Skirting, service doors, doors and door frames are in good condition and clean
• Corridor(s) smell fresh and clean
• Temperature is comfortable (not too cold or too warm)
• Lighting is adequate, all lights are functioning
• Extra décor (plants, statues, pictures, etc) is in good condition and clean
• Windows & frames are in good condition and clean (interior and exterior)
• Curtains & upholstery are in good condition and clean
• Fire exits are well indicated
• Housekeeping trolleys are placed in an organized manner
• No Room Service trays / trolleys are left in the corridor for over 30 minutes
Public Toilets
• Flooring / carpeting / paving is in good condition, no cracks, holes or broken tiles, clean and free
of debris
• Walls are in good condition and clean
• Skirting, doors and door frames are in good condition and clean
• Ceiling is in good condition and clean
• Sink counters are in good condition, clean, not overly wet
• Sink basins are in good condition, clean, no hair(s) or debris
• Taps and fittings are in good condition and well fixed and clean
• Soap is neatly provided
• Hand towels are clean and neat
• Hand air dryer is functioning and in good condition (n/a if none)
• Toilet cubicle doors are in good condition, not scratched or damaged Toilets / urinals are
functioning and in good condition and clean
• Adequate toilet paper provided
• Lighting is adequate, all lights functioning
• Temperature is comfortable (not too cold or too warm)
• Facilities are free of unpleasant odors. Any cleanliness issues have been attended to by second
visit (30 min later)
General Service
• Overall sense of welcome / Staff friendliness and courtesy around hotel
• Overall staff grooming and presentation
• Nametags are worn in a consistent position, in good condition and clean (if applicable)
• Overall impression that service experienced during stay is personalized, A pleasant experience
• All staff wearing applicable brand pin
• Guest not disturbed prior to wake-up call (unless emergency)
• Staff always display proper elevator etiquette and respect guest room privacy
• Menus and any other printed material are in good condition and clean
• Newspaper(s) on display, current and in good condition
• Temperature is comfortable
• Lighting and noise level appropriate
• Venue has no unpleasant odor
• Music appropriate (if applicable)
• Plants and table decorations fresh and healthy (if applicable)
• Furniture is comfortable, in good condition and clean
• Floor, walls, ceilings are in good condition and clean
• Toilets are clean