LQA LuxuryBenchmarkStandards PDF

2023-2025
LQ A S TA N D A R D S
FRONT
OF HOUSE
R E S E R VAT I O N S
CHECK-IN
CHECK-OUT
P O R T E R / D O O R M A N A R R I VA L
P O R T E R / D O O R M A N D E PA R T U R E
GUEST SERVICES/CONCIERGE
FRONT OF HOUSE || R E S E R VAT I O N S
Performance
STANDARD Classification
R E S E R V AT I O N S
1 Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting? Efficiency
If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30
2 Efficiency
seconds or was the caller offered a call back option?
Was the background free of any noise or disturbances (i.e. makes the conversation difficult to
3 Service
hear or causes a distraction)?
Did the employee obtain all of the guests’ and their children’s names and ages (if applicable) and
4* Service
clarify spelling where required?’
5 Did the employee clarify if the caller had stayed before? Service
6* Did the employee clarify the purpose of visit (i.e. celebration, business, etc.)? Efficiency
Sales
7* Were a minimum of two room types and two room rates offered? Opportunity
Did the employee attempt to ‘right sell’ (i.e. offer rooms suitable to the individual guest’s needs)
Sales
8 by offering a higher room category and/or package and highlighting its benefits (e.g. size, view, Opportunity
amenities, etc.) and if the requested dates were unavailable were alternative dates/properties offered?
9* Did the employee use storytelling to give a sense of place and build anticipation prior to the stay? Service
10 Did the employee clearly state the room rate and what it included/excluded (i.e. any additional fees)? Service
If the caller was offered the option to join a loyalty club/marketing mailing list, was the guest’s
11 Efficiency
choice adhered to?
12 Did the employee obtain the caller’s telephone number? Service
13 Did the employee obtain the caller’s e-mail address? Service
14 Did the employee advise on payment options and explain payment terms? Efficiency
15 Did the employee explain the cancellation policy and if applicable, the deposit policy? Service
Did the employee ascertain the expected time of arrival and advise the check in time (in the case
16 Efficiency
where the guest was an early arrival)?
Did the employee clarify if the guest had any personal preferences (e.g. bed preference,
17 Service
smoking preference)?
Did the employee ascertain if the caller required any transport arrangements (e.g. car transfer,
18 Service
directions etc.)?
19* Was an electric and/or hybrid hotel car option promoted for transfers, where available? Sustainability

Did the employee offer any assistance with other bookings (e.g. offer to make a dinner or Sales
20 Opportunity
spa reservation)?
Did the employee repeat and confirm all details of the reservation during or at the end of the call
21 Efficiency
(i.e. dates of the stay, room type, rate)?
22 Did the employee offer a reservation number or booking reference? Service
23 Did the employee offer a sincere farewell at the end of the conversation and show appreciation? Service
C O N F I R M AT I O N
Did the employee offer to send a confirmation and was it received within two hours of the call
24* Efficiency
(i.e. if call was made during the hotel’s business hours)?
Did the confirmation show the hotel/group logo and reservations/hotel contact number and was
25* all information within the confirmation correct?
Efficiency
EMOTIONAL INTELLIGENCE
Was the employee’s speech clear and use of English satisfactory, enabling engagement in two- Emotional
26 Intelligence
way conversation with the guest?
Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and Emotional
27 Intelligence
interested manner?
Emotional
28 Did the employee use the caller’s name naturally and discreetly without overusing it? Intelligence
Did the employee display a high level of confidence when carrying out his/her duties and/or was
Emotional
29 he/she knowledgeable when answering questions about the other hotel facilities or immediately Intelligence
offer to find out the information required?
Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/ Emotional
30 Intelligence
opportunities of the guest?
Emotional
31 Did the employee adapt to a changing situation and/or guest’s need? Intelligence
Emotional
32 Did the employee make every effort to meet the guest’s requests or offer a suitable alternative? Intelligence
Emotional
33 Did an employee personalize the interaction in any way and engage the caller as an individual? Intelligence
Did employees collaborate seamlessly to ensure service was organized and professional without Emotional
34 Intelligence
being intrusive or repetitive?
Did the employee actively listen, avoid interrupting and give the guest their undivided attention Emotional
35 Intelligence
(i.e. the guest should not have to repeat themselves)?
Where applicable, did the employee display self-control and empathy in challenging interactions Emotional
36 Intelligence
and offer a suitable alternative/resolution?
*Indicates a new or amended standard for 2023

FRONT OF HOUSE || CHECK-IN
Performance
C H E C K- I N
Was the guest offered assistance immediately or if a queue was present was he/she
1* positively acknowledged with hand or facial gestures within 30 seconds of approaching the Efficiency
desk and offered assistance within 1 minute?
If the guest was not acknowledged or offered assistance within the defined times, was an
2* Service
apology extended?
3* Was paperless check in provided (e.g. at reception or via brand app), where legally available? Sustainability
Did complete registration process take no more than 5 minutes from the time of joining the
4* Efficiency
queue for a city hotel and 10 minutes for a resort property?
Was the room type, special requests (e.g. bed preference, smoking preference, etc.), pre-
5* Efficiency
arranged bookings and departure date reconfirmed and were all details correct?
6 Was the room ready by the advertised check in time? Efficiency
If the room was not ready on arrival, did the employee offer the guest access to the hotel’s facilities
(e.g. luggage storage, restaurants, fitness center, spa, changing rooms, room charge facility, Wi-Fi,
7 Service
etc.) and was guest advised of estimated time that the room would be ready and kept informed
accordingly (e.g. via mobile, in person) with the room provided by the estimated time?
In the case of a first time guest, did the employee (receptionist, porter, butler) offer a
8 brief orientation to the hotel by pointing out a minimum of two key hotel facilities (e.g. Service
location of breakfast restaurant, fitness center, spa, business center, etc.)?
9 Did the employee offer porterage assistance? Service
Did the employee escort the guest to the room (or offer to) and if this was done by a second
10 Service
employee, was that employee introduced to the guest?
If an escort to the room was not offered or declined, did the employee provide directions to
11 Service
the elevators and allocated room?
Were employees well groomed and neatly presented in clean, well fitted uniforms and, if Emotional
13* Intelligence
applicable, wearing name badges, resulting in a positive first impression?
Was the employee’s speech clear and use of English satisfactory, enabling engagement in Emotional
14* Intelligence
two-way conversation with the guest?

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), Emotional
15* Intelligence
friendly and interested manner?
Emotional
16 Did the employee use the guest’s name naturally and discreetly without overusing it? Intelligence
Did the employee display a high level of confidence when carrying out his/her duties and/
Emotional
17 or was he/she knowledgeable when answering questions about the other hotel facilities or Intelligence
immediately offer to find out the information required?
18 Intelligence
Emotional
Emotional
Emotional
21 Did an employee personalize the interaction in any way and engage the guest as an individual? Intelligence
Did employees collaborate seamlessly to ensure service was organized and professional Emotional
22 Intelligence
without being intrusive or repetitive?
Did the employee actively listen, avoid interrupting and give the guest their undivided Emotional
23 Intelligence
attention (i.e. the guest should not have to repeat themselves)?
Did employees maintain alert postures and respect the guest’s presence when interacting Emotional
24 Intelligence
with each other?
Where applicable, did the employee display self-control and empathy in challenging Emotional
25 Intelligence
interactions and offer a suitable alternative/resolution?

FRONT OF HOUSE || CHECK-OUT
Performance
C H E C K- O U T
1* positively acknowledged with hand or facial gestures within 30 seconds of approaching Efficiency
the desk and offered assistance within 1 minute?
Did complete check out take no more than 5 minutes from the time of joining the
2* Efficiency
queue (exception if stay of 5 nights or more)?
Did the employee provide an opportunity for the guest to verify charges (e.g. print
3 Service
folio, verbally advise, display on screen)?
Was the bill clearly itemized, grammatically correct, accurate, complete and free of any
4 Efficiency
unexpected charges (e.g. charges that the guest was not made aware of)?
If there were any incorrect charges on the folio, was the back-up documentation readily
5 Efficiency
available and were any incorrect charges quickly and discreetly removed?
Did the employee clarify the method of payment and then complete the transaction in
6 Efficiency
a quick and efficient manner?
Was a paperless check out provided (e.g. at reception or via brand app), where legally
7* Sustainability
available and was a copy of the bill offered via email in preference to a paper bill?
If the folio was offered via email was it delivered within 2 hours of check out unless
8* advised of an expected delay, and/or if the folio was printed was it offered to be neatly Service
presented in a billfold/envelope?
Did the employee offer assistance with luggage and onward transport or reconfirm any
9 Service
pre-arranged transport?
10* Was an electric and/or hybrid hotel car option promoted for transfers, where available? Sustainability
11 Did the employee ask at any point if the guest had enjoyed their stay? Service
Did the employee show appreciation (e.g. thank guest) for the guest’s business and was
12* Service
an invitation to return extended to the guest prior to their departure from the hotel?
13* Did the employee offer a sincere farewell at the end of the conversation? Service
14* Intelligence
15* Intelligence

16* Intelligence
Emotional
Emotional
Was service anticipatory/intuitive with the employee thinking ahead to act on future Emotional
19 Intelligence
needs/opportunities of the guest?
Emotional
Emotional
Emotional
23 Intelligence
24 Intelligence
25 Intelligence
with each other?
26 Intelligence

F R O N T O F H O U S E | | P O R T E R / D O O R M A N A R R I VA L
Performance
DOORMAN ARRIVAL
Was a porter/doorman present on arrival and if he was busy did he positively acknowledge
1 Efficiency
the guest with hand or facial gesture?
2 Did the employee offer assistance opening car doors on arrival? Service
3 Did the employee welcome the guest to the hotel using the hotel name? Service
4 Did the employee offer assistance with luggage and confirm the number of pieces? Service
5 Did the employee open hotel entrance door for the guest (unless automated or revolving door)? Service
If arrival by car, did the employee offer to valet the car, give instructions on how to call for
6 Service
the car and provide a car collection ticket?
Did an employee escort the guest to reception and introduce him/her by name to the
7* Service
receptionist or use technology (i.e. microphone/headpiece) to pass on the guest’s name?
8 If not, did the employee offer directions to the reception desk? Service
9 Was the guest’s luggage attended to at all times in public areas, once in the care of an employee? Service
PORTER ARRIVAL
Was the correct luggage either present in the room on arrival or delivered within 10 minutes
10 Efficiency
of the guest’s arrival to the room for an urban hotel and 15 minutes for a resort hotel?
Did the employee knock on the door/ring the doorbell and if required wait 10 seconds,
11 and then knock on the door/ring the doorbell again and announce their department Service
before asking to enter the room?
Did the employee offer to place all large suitcases on to luggage racks/benches in the
12* correct position (i.e. zipper facing the guest) and if additional racks were required did Service
the employee offer to get these?
13* Did the employee offer to hang the guest’s coat and suit carrier (if applicable)? Service
In the case of a first time guest, did the employee (receptionist, porter, butler) offer (i.e.
not automatically provide) the option of a brief orientation to the room by pointing out
14 Service
a minimum of two unique/relevant features (e.g. location of safe if hidden, complex
technical features, etc.)?
Did the employee (receptionist or porter) offer a specific service before departing (e.g.
15 Service
pressing, coffee/tea, etc.)?
In the case where the guest had to wait for his room, was the luggage placed into the
16 Efficiency
room prior to his/her arrival?
FRONT OF HOUSE || P O R T E R / D O O R M A N A R R I VA L
18* Intelligence
19* Intelligence
Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly Emotional
20* Intelligence
and interested manner?
Emotional
Emotional
22 or was he/she knowledgeable when answering questions about the other hotel facilities Intelligence
or immediately offer to find out the information required?
23 Intelligence
Emotional
Emotional
Emotional
27 Intelligence
28 Intelligence
29 Intelligence
with each other?
Where applicable, did the employee display self-control and empathy in challenging interactions Emotional
30 Intelligence
and offer a suitable alternative/resolution?
FRONT OF HOUSE || P O R T E R / D O O R M A N A R R I VA L
F RON T O F HO U S E | | P O RT E R/D O O RM A N D E PART URE
Performance
P O RT E R D E PA RT U R E
Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting or in
1* Efficiency
the case of digital communication, was a response received within 3 minutes?
Was luggage collected from the room within 8 minutes of request for an urban hotel and 15
2* minutes for a resort hotel (via telephone or digital communication), or within 5 minutes of Efficiency
pre-requested time?
Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and
3 then knock on the door/ring the doorbell again and announce their department before Service
asking to enter the room?
Did the employee offer to retrieve the guest’s car, arrange onward transportation or confirm
4 Service
pre-arranged transportation?
5 Did the employee confirm the number of pieces to be collected or arrive to the room with a trolley? Service
6 Was the guest’s luggage attended to at all times in public areas, once in the care of an employee? Service
D O O R M A N D E PA RT U R E
Did the employee pack the guest’s luggage into the transport and confirm the number of
7 Service
luggage pieces at the point of departure?
8 Did the employee offer car door assistance? Service
10* Intelligence
11* Intelligence
12* Intelligence
Emotional
Emotional
15 Intelligence
FRONT OF HOUSE || P O R T E R / D O O R M A N D E PA R T U R E
Emotional
Emotional
Emotional
19 Intelligence
20 Intelligence
21 Intelligence
with each other?
22 Intelligence
FRONT OF HOUSE || P O R T E R / D O O R M A N D E PA R T U R E
F R O N T O F H O U S E | | G U E ST S E R V I C E S / C O N C I E R G E
Performance
GUEST SERVICE/CONCIERGE
Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting or
1* Efficiency
in the case of digital communication, was a response received within 3 minutes?
If the caller is put on hold, did the employee ask permission to do so, and did it not
2 Efficiency
exceed 30 seconds or was the caller offered a call back option?
Was the background free of any noise or disturbances (i.e. makes the conversation difficult
3 Service
to hear or causes a distraction)?
4* positively acknowledged with hand or facial gestures within 30 seconds of approaching Efficiency
the desk and offered assistance within 1 minute?
Did the employee ask questions to fully understand the guest’s needs (i.e. specific interests,
5* Efficiency
available time, etc.)?
Did the employee display first-hand knowledge and local expertise by offering suitable
6 Efficiency
and thorough recommendations based on the information provided?
If a restaurant recommendation was requested, did the employee ascertain the type/style of
7* Efficiency
restaurant preferred (e.g. casual, formal etc.) and then offer an appropriate choice of options?
When asked for recommendations on services/dining options and the services/dining

8 options were available on property, did the employee promote the hotel’s services/ Service
outlets first before suggesting outside alternatives?
If there was an opportunity to do so, did the employee follow up on the suggestions/
9 Efficiency
recommendations provided to ensure the guest’s complete satisfaction?
Did the employee offer accurate directions and/or transport options via a digital solution
10 or complimentary map of surrounding area along with information pertaining to Service
expected travel time?
Were green mobility/travel options promoted by the hotel at the destination (i.e. cycling,
11* Sustainability
walking, public transport)?
With room deliveries, did the employee knock on the door/ring the doorbell and if required wait
12 Service
10 seconds, and then knock on the door/ring the doorbell again and announce their department?
Were all requested in-house items delivered within 10 minutes for an urban hotel and 15
13 minutes for a resort hotel, and were items presented in a luxurious manner (i.e. on a tray, Efficiency
wrapped in a linen cloth, etc.)?
Where guest requests are made via in-house digital technology, was the functionality
14* intuitive and seamless and were any requested items delivered within 10 minutes for an Efficiency
urban hotel and 15 minutes for a resort hotel ?
FRONT OF HOUSE || GUEST SERVICES/CONCIERGE

Were all pre-stay enquiries/emails responded to within 12 hours and was a full response
15 Efficiency
received for all requests?
Were all confirmations and information provided digitally as a priority, and if required,
16* Service
professionally presented on hotel paper?
If applicable/available, were all digitally communicated requests promptly acknowledged

17* in an appropriate tone (i.e. match guest’s style of conversation, but refrain from using Efficiency
abbreviations) within 3 minutes, unless advised of a longer timeframe?
19* Intelligence
20* Intelligence
21* Intelligence
Emotional
Emotional
24 Intelligence
Emotional
Emotional
Emotional
28 Intelligence
29 Intelligence
30 Intelligence
with each other?
31 Intelligence
FRONT OF HOUSE || GUEST SERVICES/CONCIERGE

HOUSEKEEPING
H O U S E K E E P I N G A R R I VA L
TURNDOWN
SERVICING
LAUNDRY
HOUSEKEEPING || A R R I VA L
Performance
BEDROOM
1 Were the carpet/tiles/wood flooring clean and free of stains/dust? Cleanliness
2 Were all walls, doors, baseboards clean and free of marks/dirt/smudges/dust? Cleanliness
3 Were ceilings, vents, smoke detectors and sprinklers clean and free of any dust? Cleanliness
4* Was the room at a comfortable temperature on arrival? Cleanliness
5* Was the room free of odor on arrival? Cleanliness
Was the bed neatly made with clean linen, which was free of stains and tears and was the
6 Cleanliness
bed valance/skirting (if applicable) clean and neatly arranged?
Was the headboard in good condition and if applicable, were the bedspread/blankets/
7 Cleanliness
scatter cushions/bolsters clean?
8 Was all upholstered furniture clean and free of stains? Cleanliness
9 Were all the furniture surfaces clean and dust/smear free? Cleanliness
10 Were all the picture/door/mirror frames clean and dust free? Cleanliness
11 Were all the windows/mirrors/chrome/metal surfaces clean and free of smears? Cleanliness
12 Were the curtains/voiles/shutters/blinds clean and properly fitted? Cleanliness
13 Was the wastepaper bin clean and in excellent condition? Cleanliness
14 Was a notepad, pen/pencil available next to each telephone in the room? Cleanliness
15 Was all in room collateral clean and in excellent condition? Cleanliness
16 Were the wardrobes/drawers clean and free of any scuffs, dust or debris? Cleanliness
17 Was the television clean and correctly tuned in? Cleanliness
If there were clocks in the room did they all display the correct time and were they
18 Cleanliness
synchronized within 2 minutes of each other and were all alarm clocks reset to no alarm?
Were all light fixtures in the bathroom and bedroom working properly and were they clean
19 Cleanliness
and dust free?
20 Was the balcony clean, swept and all balcony furniture clean and set up (weather permitting)? Cleanliness
Were any pre-arrival requests/personal preferences in place on arrival (e.g. non allergic
21 Cleanliness
pillows, baby cot, etc.)?
Was all water provided in the room, in glass bottles or alternative eco-friendly containers
22* Sustainability
only (i.e. no plastic bottles)?
23* Were local mineral water or hotel filtered bottled water promoted? Sustainability
24* Were all in-room amenities (tea/coffee making, in-room bar, etc.) clean and neatly arranged? Cleanliness
B AT H R O O M
25 Was the bathroom completely mold free? Cleanliness
26 Were the floor, walls, doors and ceiling clean? Cleanliness
27 Were the shower, bath, sink and toilet clean? Cleanliness
28 Were the showerhead and bath/sink taps polished and free of lime scale? Cleanliness
29 Was the shower screen/door clean? Cleanliness
30 Were all counters, shelves and soap dishes clean and dry? Cleanliness
31 Was the wastepaper bin clean and in excellent condition? Cleanliness
Was a complete set of unused amenities present on arrival and in the case of large format
32* Service
dispensers, were contents sufficient for the stay?
33* Was there a box of tissues, a well presented toilet roll and a spare toilet roll available? Cleanliness
34 Were there 2 x clean drinking water glasses or similar present? Cleanliness
35 Were all towels clean, unstained and in excellent repair? Cleanliness
36 Were bathrobes and slippers present on arrival and were they clean and in excellent repair? Cleanliness
HOUSEKEEPING || TURNDOWN
Performance
BEDROOM
1* Was a turndown service provided between 18h00 and 21h30 or at the guest’s requested time? Service
If a ‘privacy’ sign/light was present was a calling card/door knob card left under/on the
3* Service
door or a silent message/digital communication left on the telephone?
If the employee was encountered was he/she well presented and did they greet the guest
4 Service
with a smile?
If guest was present in the room during turndown/servicing, did the employee arrange to
5 Service
return at a later convenient time when the guest was out of the room?
6* Was television not left on for turndown? Sustainability
Were the scatter cushions removed and the bedspread either folded back or removed and
7 Service
if removed, were they not placed directly on to the floor?
Did employee fold back sheets neatly and adjust pillows accordingly whilst respecting the
8 Service
guest’s preference (i.e. bed turned down on the correct side of bed based on previous evening)?
9 Were bedside slippers laid out next to the bed (bedside mat optional)? Service
Did employee draw curtains/blinds/shutters fully and neatly, unless purposely left open
10 Service
due to view/seasonality?
Did employee turn bedside lamp/s on and in the case of key activated lighting had the
11 Service
lighting been adjusted accordingly when the key card was inserted?
Was complimentary bottled/filtered drinking water provided and placed in a highly

12* Service
visible location (e.g. bedside table, desk)?
13 Did employee empty waste bins and ashtrays? Cleanliness
Was the room tidied with all large hotel amenities (e.g. ironing board) returned to their
14* Cleanliness
original locations and small amenities (e.g. hairdryer) left tidily where the guest placed them?
15 Were the guest’s clothes tidied and his/her shoes paired, with all items left in view? Service
Was the used stationery and other amenities (e.g. tea/coffee) replenished where required
16* Service
(i.e. when all of one type of stationery/amenity was missing)?
Were any used glasses or room service soiled plates and cutlery removed from room and
17 Cleanliness
replaced (where required)?
18 Was the television remote control placed on bedside table? Service
19 Did turndown include any additional personalized touch (e.g. amenity, bookmark, etc.)? Service
20* If the guest set the room temperature at a specific level, was it left unaltered for the rest of the stay? Service
B AT H R O O M
Did the hotel offer an environmental opt-out option as a default for not changing the
21* Sustainability
towels daily (i.e. towels not changed daily unless requested)?
Did the employee adhere to the guest’s chosen environmental option (i.e. not replace
22* Service
towels if the guest has chosen the opt-out option)?
If the guest chose to have the used towels replaced were any used towels replaced with
23* Cleanliness
clean ones and were they in excellent condition?
24 Was a bathmat laid out in front of the sink and available at the bathtub and shower? Service
25* Were all empty or almost empty amenities restocked with partially used items left in place? Service
26 Were the shower/bath/sink/toilet and floor wiped clean? Cleanliness
27 Were the bathroom water glasses cleaned and/or replaced? Cleanliness
Did the employee tidy the guest’s personal toiletries (i.e. replace lids and neatly arrange)
28* Service
and leave them in view?
HOUSEKEEPING || SERVICING
Performance
BEDROOM
Was servicing completed by 15h00 each day or within 1 hour of hanging/activating the
1 Service
'service room' sign/light?
If a 'privacy' sign/light was present was a calling card/door knob card left under/on the
3* Service
If the employee was encountered was he/she well presented and did they greet the guest
4 Service
with a smile?
If guest was present in the room during turndown/servicing, did the employee arrange to
5 Service
return at a later convenient time when the guest was out of the room?
6 Was the carpet/tiles/wood flooring freshly vacuumed/mopped and free of any debris? Cleanliness
Was the bed neatly made and were the bedspread/throw and decorative cushions
7* Cleanliness
replaced, if applicable?
Did the employee open the blackout curtains fully and neatly with sheer curtains opened
8 Service
or closed depending on the heat/temperature?
9 Did the employee empty the waste bins and ashtrays? Cleanliness
Was the room tidied with all large hotel amenities (e.g. ironing board) returned to their
10* Cleanliness
original locations and small amenities (e.g. hairdryer) left tidily where the guest placed them?
11 Were the guest's clothes tidied and his/her shoes paired, with all items left in view? Service
Was the used stationery and other amenities (e.g. tea/coffee) replenished where required
12* Service
(i.e. when all of one type of stationery/amenity was missing)?
Were any used glasses or room service soiled plates and cutlery removed from room and
13 Cleanliness
replaced (where required)?
14 Were any used laundry bags/lists replaced (if all bags/lists were removed)? Service
Were any complimentary food and beverage amenities tidily arranged and partially eaten
15 Service
fruit removed as required?
If a bottle of wine/beverage was presented in an ice bucket on arrival, was the ice bucket
16* Service
either emptied and cleaned or refreshed during servicing?
17 Were any blown light bulbs replaced? Service
18* Were the corridors kept clear of housekeeping service trolleys? Product
If the guest set the room temperature at a specific level, was it left unaltered for the rest
19* Service
of the stay?
B AT H R O O M
Did the hotel offer an environmental opt-out option as a default for not changing the
20* Sustainability
sheets/towels daily (i.e. sheets/towels not changed daily unless requested)?
Did the employee adhere to the guest's chosen environmental option (i.e. not replace
21* Service
towels if the guest has chosen the opt-out option)?
If the guest chose to have the used towels/sheets replaced were any used towels/sheets
22* Cleanliness
replaced with clean ones and were they in excellent condition?
23* Were all empty or almost empty amenities restocked with partially used items left in place? Service
24 Were the shower/bath/sink/toilet and floor wiped clean? Cleanliness
Were all bath/shower and sink controls polished and was bathroom counter clean, dry
25 Cleanliness
and free of any debris?
26 Were all mirrors clean and free of smears and was the shower curtain/door clean? Cleanliness
27 Were the bathroom water glasses cleaned and/or replaced? Cleanliness
Did the employee tidy the guest's personal toiletries (i.e. replace lids and neatly arrange)
28* Service
and leave them in view?
HOUSEKEEPING || LAUNDRY
Performance
COLLECTION
Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting or
1* Efficiency
in the case of digital communication, was a response received within 3 minutes?
Was the laundry/pressing collected within 10 minutes of request for urban hotels and 15
2 Efficiency
minutes for resort hotels?
D E L I V E R Y A N D P R E S E N T AT I O N
4 Was all the laundry/pressing delivered within specified time? Efficiency
If laundry delivery was requested, was it delivered to the room within 10 minutes for an
5* Efficiency
urban hotel and 15 minutes for a resort hotel?
Where guest requests are made via in-house digital technology, was the functionality
6* intuitive and seamless and were any requested items delivered within 10 minutes for an Efficiency
urban hotel and 15 minutes for a resort hotel ?
7 If any delay in the delivery time, was the guest informed immediately? Service
If a ‘privacy’ sign/light was present was a calling card/door knob card left under/on the
8* Service
Were all collected items returned and if so were they returned as requested (i.e. folded, on
9 Efficiency
a hanger, etc.)?
10 Were all laundry items appropriately cleaned, pressed and free of odor? Service
If a stain could not be removed from a garment was the guest informed through a printed
11 Service
card or via a telephone message?
Were any personal items left in clothes (e.g. money, business cards, etc.) returned and was
12 Service
the guest informed verbally or in writing?
Were all hanging garments returned on good quality hangers (i.e. not wire) and if covered
13* Sustainability
was this either reusable (i.e. canvas) or biodegradable (i.e. not plastic)?
14 Were folded garments delivered in a box/basket/tray? Service
Were minor repairs automatically carried out where required (e.g. buttons replaced if fallen
15 Service
off or loose, collar stays replaced, etc.) and was the guest informed verbally or in writing?
16 Were the garments free of any staples, pins or laundry tags? Service
Were any shoes given for cleaning returned on time, cleaned/polished to a good standard
17 Service
and well presented?
18* Was same-day laundry and 2 hour pressing available on week days? Service
19* Intelligence
20* Intelligence
21* Intelligence
Emotional
23 Intelligence
Did the employee actively listen, avoid interrupting and give the caller their undivided Emotional
24 Intelligence
25 Intelligence
FOOD AND
BEVERAGE
B R E A K FA S T
R E S TA U R A N T
BUFFET
LIGHT MEALS
DRINKS SERVICE
IN-ROOM DINING
FOOD AND BEVERAGE || B R E A K FA S T
Performance
A R R I V A L / S E AT I N G
Was the guest greeted and seated at a fully laid table within 1 minute of their arrival
1* and if the restaurant was full, was the guest advised how long it would be and was this Efficiency
timeframe adhered to?
2 If the guest was kept waiting did the employee acknowledge this and apologize for the delay? Service
Did employees offer seating assistance, remove covers if necessary and present the
3 Service
menu (if applicable)?
In the case of a buffet, did the employee offer an orientation to the breakfast procedure on
4 Service
the guest’s first visit to the restaurant (i.e. guests should help themselves to the buffet)?
SERVICE
Did the waiter offer coffee/tea and a choice of juice (if juice was served as opposed to
5 Efficiency
being on the buffet) within 1 minute of seating?
Was the guest’s coffee/tea preference ascertained (i.e. English breakfast, Americano, etc.),
6 Service
if not known?
7 Was coffee/tea/juice served within 5 minutes of order (8 minutes for freshly blended juices)? Efficiency
8* Were drinks served and cleared using a tray? Service
Was the employee able to answer any questions with regard to the menu, its ingredients
9 Service
and allergies, where applicable?
10 Did the employee accommodate any reasonable off menu requests? Service
Did the employee obtain a full and complete order (i.e. cooking instructions, toast
11 Efficiency
preference, accompaniments etc.)?
If special dietary requirements were provided at any point during stay, were they
12* Service
automatically acknowledged?
Was the correct and complete breakfast order served within 7 minutes of order for a cold
13 breakfast and 10 minutes of order for a hot breakfast, unless the employee informed the Efficiency
agent of an expected delay (i.e. due to longer preparation times)?
Were all plated items served with as little disruption to the guest as possible and with
14* Service
the correct order served to each guest without any prompting required?
Did the waiter ascertain if the guest required any condiments/sauces and were they
15 Service
served in the appropriate containers (i.e. decanted from the bottle or miniatures)?
16 Did the employee replace cutlery as required? Service

Were dishes cleared within 5 minutes of guests finishing their meals or as required
17 Efficiency
during the meal?
18 Were coffee/tea/juice refills offered within 2 minutes and served within 5 minutes? Service
19 Did the employee offer a clean cup when a fresh pot of coffee/tea was offered? Service
20 Did an employee visit the table to ascertain at any point if service was satisfactory? Service
Was the bill clearly itemized and correct and was it promptly presented during the meal
21* or within 3 minutes of request (n/a if included in room rate) in a clean billfold (or similar) Efficiency
that was in good condition?
BUFFET (IF APPLICABLE)
Was the buffet clean, attractively presented, well laid out and the food sufficiently covered
23 Product
(i.e. in the case of outdoor venues)?
24 Did the buffet include a local or seasonal specialty? Food Quality
25 Was an ‘a la minute’ option available on the buffet for egg dishes or advertised on the menu? Service
Were any unidentifiable food or beverage items clearly labeled and did they indicate
26* allergens where required (i.e. dairy, nuts, gluten, etc.), were the labels clean and Product
consistent in appearance?
27 Were all dishes replenished as required? Efficiency
28 Were the appropriate crockery, service utensils and glassware available? Product
29 Was a chef present behind the buffet at all times (where a working station was present)? Service
30 In the case of hot foods did the chef present a clean warm plate? Service
MENU AND FOOD
31 Was the menu clean, in good repair, grammatically correct and easy to read? Product
Were at least two dishes/options available from the following options - healthy, vegan,
32* organic, gluten-free, lactose-free and fat-free items available (on the menu/buffet or Sustainability
advised by an employee)?
Was the food presented in an appealing manner and did it directly resemble its description
33 Food Quality
from the menu?
34 Was the food fresh and of good flavor? Food Quality
35 Was the texture of the food appropriate? Food Quality

36 Was the food cooked as requested and served at the correct temperature? Food Quality
Was the option of locally sourced/sustainably certified fish stated on the menu or
37* Sustainability
advised by an employee?
Was locally sourced food available and stated on the menu or advised by the employee
38* Sustainability
(regionally sourced acceptable for remote regions)?
39 Were at least two fresh juices available? Food Quality
40 Were breads/bakery items of excellent quality? Food Quality
41 Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed? Food Quality
Were tea/coffee locally sourced/sustainably certified and stated on the menu or advised
42* Sustainability
by the employee?
TA B L E L AYO U T/ R E STA U R A N T
Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately
43 Product
spaced, temperature is comfortable, music is played at an appropriate level)?
Were all tables in the restaurant consistently laid up and promptly cleared and re-laid
44 Product
when guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)?
Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper
45 Product
not acceptable)?
Were the correct cutlery, crockery and glassware provided and were they clean and in
46 Product
good repair?
47* Were all food and beverages free of single-use plastic? Sustainability
Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no
48* Sustainability
plastic bottles)?
49* Was local mineral water or hotel filtered bottled water promoted? Sustainability
50* If butter/olive oil was provided, was it fresh and well presented (i.e. no blister packs acceptable)? Food Quality
51* Were salt and pepper cruets available, or offered, and if so were they clean and full? Product
Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) offered
52 Product
with the coffee/tea (n/a for green tea/herbal teas)?
Was there a minimum of three different preserves available on the table or at the
53* buffet (honey is acceptable) and were they served in appropriate containers (i.e. not Product
sachet/blister packs)?

54* Intelligence
55* Intelligence
56* Intelligence
Emotional
Emotional
59 Intelligence
Emotional
Emotional
Emotional
63 Intelligence
64 Intelligence
Did employees maintain alert postures and respect the guest’s presence when Emotional
65 Intelligence
interacting with each other?
66 Intelligence

FOOD AND BEVERAGE || R E S TA U R A N T
Performance
R E S E R V AT I O N
Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting, or
1* in the case of an in-person reservation was the guest acknowledged within 1 minute, or in Efficiency
the case of digital communication, responded to within 3 minutes?
Did the employee obtain the guest’s name and use the caller’s name at least once during Emotional
2 Intelligence
the conversation?
Did the employee obtain the number of people dining, the dining time and the telephone/
3 Service
room number?
4 Did the employee repeat and confirm the details? Efficiency
5* Did the interaction end with the employee offering a warm and sincere closing? Service
Did the employee enquire if the reservation was for a special occasion and if the caller had
6 Service
any special requirements?
9* Did employees offer seating assistance and remove covers if necessary? Service
10 Did the employee present the menu/wine list within 5 minutes of being seated? Service
Where restaurant lighting was dimmed, was alternative lighting source provided for the
11 Service
menu (e.g. menu light) and were reading glasses available on request?
In the case of al fresco dining, was a pashmina/blanket/direct heating facility offered in

12 Service
cool conditions?
SERVICE
13 Did an employee greet the guest within 1 minute of seating and offer a pre-meal drink? Efficiency
Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.), set
14 Service
priced menus and/or any items that were not available?
For first time guests, did the employee offer to give a brief introduction to the concept
15* Service
of the restaurant?
Did the waiter automatically suggest water and ascertain the guest’s preference (i.e. still/ Sales
16 Opportunity
sparkling/filtered)

18 Was the food and beverage order taken within 10 minutes of menu being offered? Efficiency
19 Service
Did the employee obtain a full and complete order (i.e. cooking instructions,
21 Efficiency
accompaniments etc.)?
22 Service
Sales
23 Did the waiter automatically suggest a starter and side orders (if applicable) for each guest? Opportunity
Were bread/rolls or specialty cuisine equivalent (i.e. prawn crackers) served, where
24 Food Quality
applicable and were they of excellent quality?
Did the employee/sommelier have good product knowledge with regard to the wines/ Sales
25 Opportunity
beverages and did he/she recommend a suitable wine to accompany the meal?
Was the correct drinks order served within 5 minutes of order (8 minutes for cocktails)
26* Efficiency
unless advised of a delay?
27 Were drinks served and cleared using a tray? Service
Was the starter served within 15 minutes of order or previous course (e.g. amuse bouche),
28 Efficiency
unless the employee advised of an expected delay due to preparation times?
Was the main course served within 20 minutes of starter/previous course (e.g. amuse
29 bouche) being removed or within 30 minutes if no starter was ordered, unless the Efficiency
employee informed the agent of an expected delay?
Were all plated items served with as little disruption to the guest as possible and with the
30* Service
correct order served to each guest without any prompting required?
Were all appropriate condiments/sauces offered and were they served in the appropriate
31 Service
containers (i.e. decanted from the bottle or miniatures)?
Were dishes cleared within 5 minutes of guests finishing their meals or as required
32 Efficiency
during the meal?
Did the waiter remove side plate, side knife, butter and cruets and then crumb down the
33 Service
table on completion of the main course in the case of a formal restaurant?
Sales
34 Did the waiter automatically offer desserts, either verbally or by presenting the menu? Opportunity

Was the dessert served within 10 minutes of the order being taken unless the employee
35 Efficiency
informed the guest of an expected delay?
Did the waiter automatically offer coffee/tea and clarify the guest’s coffee/tea preference Sales
36 Opportunity
(i.e. cappuccino, espresso etc.) or equivalent if specialty cuisine (i.e. green tea)?
37* Was the coffee/tea served within 5 minutes of order? Efficiency
38* with the coffee/tea (n/a for green tea/herbal teas) and was it accompanied by a sweet Product
(e.g. cookie, petit four, etc.)?
Sales
39 In the case of a formal restaurant, did the waiter suggest dessert wine and/or post-meal drinks? Opportunity
Was the bill clearly itemized and correct and was it promptly presented during the meal or
41* Efficiency
within 3 minutes of request in a clean billfold (or similar) that was in good condition?
WINE/BEVERAGE SERVICE
Did the waiter present the wine to the guest and open the bottle at the table (n/a for
43* Service
Enomatic wine system, or similar, by the glass)?
Did the waiter pour a small amount of wine for the guest to sample and upon confirmation
44* that it was satisfactory, fill the glass accordingly (n/a for Enomatic wine system, or similar, Service
by the glass)?
45 Was red wine served at room/appropriate temperature and white/rosé wine chilled? Service
46 Did the waiter top up the glass as required? Service
Did the waiter automatically offer an additional bottle of wine/water upon completion Sales
47 Opportunity
of the first?
Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of canned,
48 Service
bottled or mixed drinks (not applicable to cocktails)?
Sales
49 Did the waiter offer an additional beverage within 2 minutes of drink being empty? Opportunity
MENU AND FOOD
50 Was the menu/wine list clean, in good repair, grammatically correct and easy to read? Product
Were at least two starters, two main courses and one dessert available from the following
51* Sustainability
options: vegan, gluten-free and lactose-free (on the menu/buffet or advised by an employee)?

52 Food Quality
from the menu?
56* Sustainability
57* Sustainability
59* Sustainability
by the employee?
60 Product
Were all tables in the restaurant consistently laid up and promptly cleared and re-laid when
61 Product
guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)?
Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears
62 Product
(paper not acceptable)?
63 Were the correct cutlery, crockery and glassware provided and were they clean and in good repair? Product
Was all water provided in glass bottles or alternative eco-friendly containers only (i.e.
65* Sustainability
no plastic bottles)?
Were employees well groomed and neatly presented in clean, well fitted uniforms and, Emotional
68* Intelligence
if applicable, wearing name badges, resulting in a positive first impression?
Was the employee’s speech clear and use of English satisfactory, enabling engagement Emotional
69* Intelligence
in two-way conversation with the guest?

70* Intelligence
Emotional
Emotional
73 Intelligence
Emotional
Emotional
Emotional
77 Intelligence
78 Intelligence
79 Intelligence
with each other?
80 Intelligence

FOOD AND BEVERAGE || BUFFET
Performance
R E S E R V AT I O N
1* in the case of an in-person reservation was the guest acknowledged within 1 minute, or in Efficiency
the case of digital communication, responded to within 3 minutes?
Did the employee obtain the guest’s name and use the caller’s name at least once during Emotional
2 Intelligence
the conversation?
Did the employee obtain the number of people dining, the dining time and the telephone/
3 Service
room number?
4 Did the employee repeat and confirm the details? Efficiency
5* Did the interaction end with the employee offering a warm and sincere closing? Service
Did the employee enquire if the reservation was for a special occasion and if the caller had
6 Service
any special requirements?
9 Did employees offer seating assistance and remove covers if necessary? Service
10 Did the employee present the menu/wine list within 5 minutes of being seated? Service
Where restaurant lighting was dimmed, was alternative lighting source provided for the
11 Service
menu (e.g. menu light) and were reading glasses available on request?
In the case of al fresco dining, was a pashmina/blanket/direct heating facility offered

12 Service
in cool conditions?
13 Did the employee offer a buffet orientation on the guest’s first visit to the restaurant? Service
SERVICE
14 Did an employee greet the guest within 1 minute of seating and offer a pre-meal drink? Efficiency
15 Service
16* Service

For first time guests, did the employee offer to give a brief introduction to the concept of
17* Service
the restaurant?
18* Was bread served at the table or available on the buffet? Service
Did the waiter automatically suggest water and ascertain the guest’s preference (i.e. still/ Sales
19 Opportunity
sparkling/filtered)
Did the employee/sommelier have good product knowledge with regard to the wines/ Sales
21 Opportunity
beverages and did he/she recommend a suitable wine to accompany the meal?
22* Efficiency
24 Did the employee replace cutlery as required? Service
Were all appropriate condiments/sauces available on the buffet or offered and were they
25* Service
served in the appropriate containers (i.e. decanted from the bottle or miniatures)?
Were dishes cleared within 5 minutes of guests finishing their meals or as required during
26 Efficiency
the meal?
Did the waiter automatically offer coffee/tea and clarify the guest’s coffee/tea preference Sales
27 Opportunity
(i.e. cappuccino, espresso etc.) or equivalent if specialty cuisine (i.e. green tea)?
29* with the coffee/tea (n/a for green tea/herbal teas) and was it accompanied by a sweet (e.g. Product
cookie, petit four, etc.)?
31* Efficiency
WINE/BEVERAGE SERVICE
Did the waiter present the wine to the guest and open the bottle at the table (n/a for
33* Service
Enomatic wine system, or similar, by the glass)?
Did the waiter pour a small amount of wine for the guest to sample and upon
34* confirmation that it was satisfactory, fill the glass accordingly (n/a for Enomatic wine Service
system, or similar, by the glass)?

35 Was red wine served at room/appropriate temperature and white/rose wine chilled? Service
36 Did the waiter top up the glass as required? Service
Did the waiter automatically offer an additional bottle of wine/water upon completion Sales
37 Opportunity
of the first?
38 Service
Sales
BUFFET
Was the buffet clean, attractively presented, well laid out and the food sufficiently covered
40 Product
(i.e. in the case of outdoor venues)?
41* Food Quality
Were any unidentifiable food or beverage items clearly labelled and did they indicate allergens
42* Product
where required (i.e. dairy, nuts, gluten, etc.), were the labels clean and consistent in appearance?
43 Were all dishes replenished as required? Efficiency
44 Were the appropriate crockery and service utensils available? Product
45 Was a chef present behind the buffet at all times (where a working station was present)? Service
46 In the case of hot foods did the chef present a clean warm plate? Service
FOOD
49 Food Quality
from the menu?
51* Sustainability
52* Sustainability

54* Sustainability
by the employee?
55 Product
56 Product
57 Product
60* Sustainability
plastic bottles)?
63* Intelligence
64* Intelligence
65* Intelligence
Emotional
Emotional
68 Intelligence
Emotional
Emotional

Emotional
72 Intelligence
73 Intelligence
74 Intelligence
with each other?
75 Intelligence

FOOD AND BEVERAGE || LIGHT MEALS
Performance
SERVICE
Was the guest greeted or acknowledged within 1 minute upon entering the restaurant/
1* Efficiency
lounge or within 5 minutes if seated at the beach or poolside lounger?
Did the employee present a menu (if applicable) and offer to take the food and beverage
2 order within 5 minutes of seating, or within 5 minutes of presenting a menu if seated at the Efficiency
beach/poolside lounger?
4 Service
5 Service
7 Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)? Efficiency
8 Service
9* Efficiency
11 Service
Was the correct order served within 15 minutes of order or 20 minutes if ordered from the
12 beach/poolside lounger, unless the employee informed the guest of an expected delay (i.e. Efficiency
due to longer preparation times)?
Were all plated items served with as little disruption to the guest as possible and with the
13* Service
correct order served to each guest without any prompting required?
Were all appropriate condiments/sauces offered and were they served in the appropriate
14 Service
containers (i.e. decanted from the bottle or miniatures)?
Did the waiter offer an additional beverage within 2 minutes of drink being empty or 5 Sales
15 Opportunity
minutes if seated at the beach/poolside lounger?
16 Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal? Efficiency
Sales
17 Did the waiter automatically offer desserts, either verbally or by presenting the menu? Opportunity

Was dessert served within 10 minutes of order being taken or within 15 minutes if
18 Efficiency
seated at the beach/poolside lounger?
Did the waiter automatically offer coffee/tea and clarify the guest’s coffee/tea Sales
19 Opportunity
preference (i.e. cappuccino, espresso etc.) n/a to beach/poolside lounger service?
21* with the coffee/tea (n/a for green tea/herbal teas) and was it accompanied by a sweet Product
(e.g. cookie, petit four, etc.)?
23* Efficiency
MENU AND FOOD
26* Food Quality
27 Food Quality
from the menu?
31* Sustainability
32* Sustainability
Were tea/coffee locally sourced/sustainably certified and stated on the menu or

34* Sustainability
advised by the employee?
TA B L E L AYO U T/ R E STA U R A N T/ LO U N G E
35 Product
36 Product

Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper
37 Product
not acceptable)?
40* Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)? Sustainability
43* Intelligence
44* Intelligence
45* Intelligence
Emotional
Emotional
48 Intelligence
Emotional
Emotional
Emotional
52 Intelligence
53 Intelligence
54 Intelligence
with each other?
55 Intelligence

FOOD AND BEVERAGE || DRINKS SERVICE
Performance
SERVICE
1* Was the guest greeted or acknowledged within 1 minute upon entering the bar/lounge? Efficiency
2 Did the employee offer to take the drinks order within 3 minutes of seating? Efficiency
Did the employee show good product knowledge when taking the order and promote
3* Service
local/signature drinks, where applicable?
4* Did the drinks menu include one or more crafted non-alcoholic option(s)? Service
Did the employee offer a choice of brand/variety when taking the drink order if there was an Sales
5 Opportunity
opportunity to do so?
Sales
6 Did the employee offer the option to order food or supply a restaurant menu? Opportunity
7* Efficiency
8 Was the correct order served to each guest without any prompting required? Efficiency
10 Service
If wine by the glass is ordered, did the waiter present the bottle and offer a sample before
11* Service
filling the glass accordingly (n/a for Enomatic wine system, or similar, by the glass)?
12 Did the waiter supply and place drinks on coasters (not required for stemware)? Service
Were the drinks served in the correct, clean (unchipped) glassware with the appropriate
13 Service
fresh garnish and a non-plastic stir stick/straw (if required)?
14* Were drinks served at the appropriate temperature (chilled, room temperature, etc.)? Service
Did the waiter automatically offer a minimum of two varieties of snacks, and in the case of
15* Service
shelled nuts or olives, was a pit bowl provided?
16 Were the snacks fresh and of good quality? Food Quality
17 Were the snacks topped up as required? Service
18* Did the waiter supply serviettes/cocktail napkins with the snacks/drinks? Service
Sales

Was the bill clearly itemized and correct and was it promptly presented or within 3 minutes
20* Efficiency
of request in a clean billfold (or similar) that was in good condition?
TA B L E L AYO U T/ B A R
22 Product
23 Product
24 If a bar list was provided, was it clean and in good repair, grammatically correct and easy to read? Product
26* Sustainability
plastic bottles)?
27* Intelligence
28* Intelligence
29* Intelligence
Emotional
Emotional
31 or was he/she knowledgeable when answering questions about the other hotel facilities Intelligence
or immediately offer to find out the information required?
32 Intelligence
Emotional
Emotional
Emotional
36 Intelligence

37 Intelligence
38 Intelligence
with each other?
39 Intelligence

FOOD AND BEVERAGE || IN-ROOM DINING
Performance
ORDER TAKING
1* Efficiency
in the case of digital communication, responded to within 3 minutes?
If the caller is put on hold, did the employee ask permission to do so, and did it not exceed
2 Efficiency
30 seconds or was the caller offered a call back option?
Was the background free of any noise or disturbances (i.e. makes the conversation difficult
3 Service
to hear or causes a distraction)?
4 Service
Did the employee obtain a full and complete order (i.e. cooking instructions,
5 Efficiency
accompaniments etc.)?
6 Service
If a hot or cold dessert was ordered, did the employee offer the guest the option of serving
8 Service
it upon completion of the main course?
9 Did the employee ascertain the number of people dining? Efficiency
10 Did the employee repeat the order either during or at the end of the call? Efficiency
11 Did the employee advise delivery time? Service
In the case of digital orders (e.g. tablet, via television, etc.) was the facility easy to use and
12* Efficiency
was the correct order delivered on time?
SALES
Sales
13 Did the order taker suggest a starter and/or side order that was appropriate to the order? Opportunity
Sales
14 Did the order taker offer beverages (e.g. wine, beer, soft drink, coffee, etc.) with the meal? Opportunity
Sales
16 Did the order taker suggest dessert with the meal? Opportunity

SERVICE
Was the order served in the standard time (Breakfast order card - 5 minutes of requested
time. Telephone orders - Breakfast 25/30 minutes for urban/resort; Lunch/Dinner 30/40
17 Efficiency
minutes for urban/resort) and if an estimated delivery time was given, was the order
served within 5 minutes of the stated time?
Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and
18 then knock on the door/ring the doorbell again and announce their department before Service
asking to enter the room?
19* Did the employee ask/suggest where the guest would like the tray/trolley to be placed? Service
20* Did the employee secure the table leaf and set the table? Service
21* Did the employee position the chairs accordingly? Service
22* Did the employee offer to pour the beverages, remove the cloche/s and stancap/s as applicable? Service
23 Did the employee confirm the order and was it correct and complete? Efficiency
Did the employee inform the guest of tray/trolley collection procedures or was a tray
24 Service
removal card present?
Was the bill clearly itemized and correct and if presented, in a clean billfold (or similar) that
25* Efficiency
was in good condition?
If tray/trolley removal was requested, was it collected within 10 minutes for urban hotels
27 Efficiency
and 15 minutes for resort hotels?
MENU AND FOOD
29* Food Quality
30 Food Quality
from the menu?
34* Sustainability

35* Sustainability
37* Sustainability
by the employee?
38 Were at least two fresh juices available? Food Quality
Were bread/rolls or specialty cuisine equivalent (i.e. prawn crackers) served, where
39 Food Quality
applicable and were they of excellent quality?
TRAY/TROLLEY LAYOUT
40 Was the room service tray/trolley clean and in good repair? Product
41 Product
44* Sustainability
plastic bottles)?
46 Were salt and pepper cruets available and if so, were they clean and full? Product
47 Was a fresh floral or a table decoration present? Product
48 Was all food covered with a cloche and/or some form of covering? Service
Were the appropriate condiments/sauces served with the meal and were they decanted
49 Service
into the appropriate dishes or in miniature form?
50* with the coffee/tea (n/a for green tea/herbal teas) and was it accompanied by a sweet (e.g. Product
cookie, petit four, etc.)?
In the case of breakfast was there a minimum of three different preserves available (honey is
51* Product
acceptable) and were they served in appropriate containers (i.e. not sachet/blister packs)?
52* Intelligence

53* Intelligence
54* Intelligence
Emotional
Emotional
57 Intelligence
Emotional
Emotional
Emotional
61 Intelligence
62 Intelligence
63 Intelligence
with each other?
64 Intelligence

PRODUCT
ROOM
PUBLIC AREAS
FITNESS & WELLNESS
PRODUCT || ROOM
Performance
BEDROOM
1 Was the décor luxurious/current in appearance and well coordinated throughout the room? Product
Did the majority of rooms provide an abundance of space (minimum of 30 meters

2 squared for city hotels and 40 meters squared (including bathrooms) for resorts) and was Product
the furniture arranged in a way that allowed freedom of movement throughout the room?
Was the flooring of high quality (i.e. high grade wood, marble, stone, granite, elegant area
3* Product
rugs or high density carpet) and was it in good repair?
Were the wall surfaces well maintained and enhanced with several design elements (i.e.
4 Product
wood baseboards, ceiling trim, soft wall coverings, wood panelling, etc.)?
Were all areas of the room extremely well lit (i.e. both sides of the bed, at workspace and
5* Product
sitting area) with custom high quality light fixtures?
Was individually controlled lighting available from the bed and could all room lights be
6 Product
switched off from the bed?
Was LED lighting (excluding smoke detectors) within the room minimized in a way that
7 Product
limited light pollution and ensured that it did not interfere with guest’s sleep?
8* Was all furniture well maintained and of a high quality (i.e. solid wood, upscale fabrics, etc.)? Product
9 Were all fabrics (curtains, upholstery, bedspread) fresh in appearance and of good quality? Product
Was comfortable seating provided for two people in the room that was of the appropriate
10* Product
height for a room service trolley/table (the bed cannot be a form of seating)?
11 Was an occasional table/side table and seating provided in the room? Product
Was the workspace of a good size and conducive to business needs (i.e. multiple, easily
12* Product
accessible unused electrical outlets, clutter free) with a chair of the correct height?
13 Was the room adequately soundproofed? Product
Was an adjustable climate control panel provided which was appropriate to the destination
14 Product
and if so, was it quiet and in good working order?
15 Did the curtains offer a complete blackout when closed? Product
16 Were the pillows and mattress comfortable and the bed linen of good quality (i.e. 100% cotton)? Product
Was there ample well lit full hanging (i.e. for dresses) and drawer/shelf space available for a
17 Product
minimum of two guests?
Were matching good quality hangers provided (i.e. wooden and not anti-theft) and did they
18 Product
consist of suit, padded and clip hangers?
PRODUCT || ROOM
19 Was a flat screen television present and was the screen a minimum of 42 inches? Product
Were television/remote control in good condition/working order and did they offer
20* multilingual channels as well as high definition channels and either a printed or television/ Product
tablet enabled channel guide?
Was there a movie on demand option available or was it possible to stream media content,
21* Product
and in the case of streaming media content was it easy to connect?
Was all technology (e.g. tablet, sound system, electric curtains, etc.) and lighting in good
22* Product
working order and easy to use?
Was complimentary high-speed Wi-Fi available and if so was it easy to access and did it
provide a seamless wireless experience (i.e. strong and continuous connection without
23 Product
requirement to log in more than once during the stay) as well as the ability to connect
multiple devices (e.g. minimum of three devices)?
24* Could the guest connect to a speaker in the room via Bluetooth technology? Product
25 Was the door lock in good condition with a deadbolt or safety chain? Product
Was an upscale comprehensive guest services directory provided (e.g. printed copy,
26* tablet, digital format QR code or via television), and was it up to date, grammatically Product
correct and in good condition?
Were a good quality and non-plastic shoehorn and clothes brush (urban hotels only) and
27* umbrella available (umbrella requirement is destination specific and can be available in the Product
room or offered at the hotel entrance if weather is inclement)?
28 Was a fabric laundry bag and list provided? Product
29 Was a full-length mirror present within the room? Product
Were easily accessible spare electrical points near a mirror (e.g. for hairdryer) and were
30* at least two spare power points or USB ports, available on both sides of the bed (e.g. for Product
mobile phones)?
Were either a range of international electrical sockets provided at the desk or were
31 international adaptors present in the room or alternatively was an adaptor offered on Product
arrival to international guests?
Was a well-maintained and stocked in-room bar present and was there an option clearly
32* stated that the contents could be customized to the guest’s personal preferences Product
(reservation email, verbally on arrival, guest directory, tent card, etc.)?
Was an in-room safe provided and was it of an adequate size (i.e. large enough for a laptop)
33 Product
and in good working order/available for immediate use (i.e. not locked)?
Were there either two telephones in the room (i.e. workspace, bedside and bathroom) or
34* Product
alternatively one telephone, which must be cordless?
PRODUCT || ROOM
Were all room telephones in good working order with speed dial, message waiting and
35* Product
speaker facility?
36* Was a selection of reading material provided (i.e. current lifestyle magazines and/or books)? Product
Was a fresh floral arrangement or plant or plant decoration present (i.e. bamboo display) in
37 Product
the room or bathroom?
38 If provided, was the welcome note personalized? Product
Were a coffee machine, kettle and all equipment (i.e. teabags, coffee, sugar, milk, cups
39* etc.) provided or available via in-room dining/butler service on a complimentary basis Product
and were they fully stocked and in good working order?
B AT H R O O M
40 Was the décor luxurious in appearance and well coordinated throughout the bathroom? Product
Did the bathroom provide an abundance of space in a way that allowed freedom of
41 Product
movement for two guests?
In the case of an urban hotel, was a large walk-in shower provided at a minimum and in a
42* Product
resort hotel was a full-sized soaking bath tub available and large walk-in shower provided?
Did the shower offer a fixed door enclosure (i.e. shower curtains are not acceptable) and
43 Product
was it effective (n/a for wet rooms)?
44 Was there a hand-held shower present within the bath? Product
45 Was there an adjustable showerhead (to control water flow) or a rain shower present? Product
46 Were all bathroom fittings (e.g. toilet, sinks, bathtub, bidet) in good condition? Product
Was all plumbing and ventilation in good working order (e.g. strong water pressure, quick
47 Product
drainage, prompt supply of hot water, etc.)?
Were flooring, vanity, shower/bath surround and shower floor finished in high quality
48 Product
marble, stone, local tile or granite and were they and the grouting in good repair?
49 Were other wall and ceiling surfaces well maintained? Product
Was sufficient counter/shelf space provided (i.e. can comfortably accommodate amenities
50 Product
for two guests)?
51 Were there multiple lighting points in the bathroom and was it bright and well lit? Product
52 Did the bathroom offer a night light/dimmer facility (i.e. can be via make up mirror)? Product
53 Was a well lit, easily accessible shaving/make up mirror provided? Product
PRODUCT || ROOM
Was a good quality tissue dispenser and soap dish available (soap dish not applicable if
54* Product
soap dispensers provided)?
Was a good quality hairdryer (i.e. minimum of 1875 wattage, Ionic, lamination or
55 Product
Tourmaline fusion) available, and if so was it in good working order?
Were good quality bathrobes available (i.e. heavyweight for cold climates and light
56 Product
weight for warmer climates) for each guest staying in the room?
57* Were slippers free of plastic wrapping? Sustainability
Were there a minimum of three heavyweight, plush, good quality bath towels/sheets, two
58 Product
hand towels and two face towels per room?
Was a full range of amenities available (minimum of shampoo, conditioner, bath gel, body
59 Product
lotion, hand soap, cotton pads, buds and shower cap)?
Were shampoo, conditioner, bath gel, and body lotion provided in large-format bottles
60* Sustainability
which were refillable/recyclable, instead of miniature format?
61* Were all bathroom amenities free of plastic wrapping? Sustainability
Were amenities positioned in a way that were immediately convenient and accessible for
62 Product
the guest (e.g. shampoo, conditioner and bath gel in the shower)?
PRODUCT || ROOM
PRODUCT || PUBLIC AREAS
Performance
EXTERIOR/GROUNDS
1 Was the exterior of the hotel well maintained and luxurious in its presentation? Product
2 Was the driveway easily accessible with either parking or a valet system present? Product
Was the drop off area covered, well lit and free of obstruction or in the case where there
3 was insufficient cover provided, did the doorman automatically shield arriving guests Product
with an umbrella in wet weather conditions?
4 Was all landscaping well-tended and free of debris? Product
LOBBY
5 Was the hotel lobby luxurious in design and fresh in appearance? Product
6 Product
rugs or high density carpet) and was it clean and in good repair?
7 Product
wood baseboards, ceiling trim, soft wall coverings, wood panelling, etc.)
8 Were all reception/concierge/guest services desks tidy in appearance? Product
Was all furniture clean, well maintained and of a high quality (i.e. solid wood, upscale
9 Product
fabrics, etc.)?
10 Were attractive fresh, floral arrangements/live plants present in the lobby area? Product
11 Was the lobby well illuminated and was all lighting in good working order? Product
Was complimentary high-speed Wi-Fi available and if so was it easy to access and did it
provide a seamless wireless experience (i.e. strong and continuous connection without
12 Product
requirement to log in more than once during the stay) as well as the ability to connect
multiple devices (e.g. minimum of three devices)?
If music was played, was it appropriate for the venue/ambiance and was it played at a
13 Product
pleasant level?
14 Was there adequate, clearly visible good quality signage? Product
Was employee presence in managing large groups evident and effective to minimize
15 disruption to other guests in the hotel (e.g. employee directional assistance, signage, Service
alternative group check-in area etc.)?
16 Were the shops/showcases clean and well maintained in their presentation? Product

RESTAURANTS/BARS
17 Was the restaurant/bar flooring clean and in good repair? Product
18 Were the restaurant/bar wall/ceiling surfaces well maintained and scuff free? Product
19 Were all windows and curtains clean and well maintained? Product
20 Were the restaurants/bars sufficiently lit and was all lighting in good working order? Product
21 Were the tables and chairs well maintained and the chair fabrics clean and in good repair? Product
GUEST ROOM CORRIDORS
22 Were the corridors luxurious, consistent in design and fresh in appearance? Product
23 Product
rugs or high density carpet) and was it clean and in good repair?
24 Product
wood baseboards, ceiling trim, soft wall coverings, wood panelling, etc.)?
25 Were all windows and curtains clean and well maintained? Product
26 Were the corridors/pathways/stairways well lit and was all lighting in good working order? Product
“Was all furniture clean, well maintained and of a high quality (i.e. solid wood, upscale
27 Product
fabrics, etc.)?”
28 Was all hotel signage adequate, clean and in good repair? Product
29 Were the room service trays/trolleys/operating equipment regularly cleared from the floors? Product
RESTROOMS
Were the restrooms luxurious in design, fresh in appearance and well ventilated (i.e. free of
30 Product
any unpleasant odors)?
Was the flooring and vanity finished in high quality marble, stone or granite and was it
31 Product
in good repair?
32 Was all wall paper/tiles/paintwork free of any holes/chips/scuffs? Product
33 Were the cubicles of good quality (i.e. solid wood) and well maintained with coat hooks present? Product
34 Were the restrooms well lit and was all lighting in good working order? Product
35 Were the toilets, urinals and sinks clean and in good working order/repair? Product
36 Were the urinals separated by partitions and did they have automatic flushing mechanisms? Product

37 Were liquid soap and hand lotion dispensers available at the sink? Product
38 Were sufficient good quality hand towels available (i.e. cloth or heavy ply paper variety)? Product
39 Was a fresh floral arrangement or plant or plant decoration present (i.e. bamboo display)? Product
E L E V AT O R S
40 Were the elevators decorated to a luxurious standard? Product
Were all elevators clean and well maintained (i.e. flooring, walls, lighting) and in good
41 Product
working order?
Did the employees refrain from using the guest elevators to deliver luggage/room service/
42 Product
housekeeping supplies?
AUXILIARY EMPLOYEES - BEHAVIOURAL STANDARDS

(HOUSEKEEPING, MAINTENANCE, SECURITY)
Were employees well groomed and neatly presented in clean, well fitted uniforms and, Emotional
43* Intelligence
if applicable, wearing name badges, resulting in a positive first impression?
44* Intelligence
Did the employee display a high level of confidence when carrying out his/her duties
Emotional
45 and/or was he/she knowledgeable when answering questions about the other hotel Intelligence
facilities or immediately offer to find out the information required?
46 Intelligence
47 Intelligence
with each other?

PRODUCT || FITNESS & WELLNESS
Performance
FITNESS CENTER
1* Was 24 hour access to the gym advertised as available? Service
Was the gymnasium décor fresh in appearance and of a high standard (i.e. purpose built
2 Product
with a modern high end finish)?
3 Was the gymnasium odor free and the room temperature at a comfortable level? Product
If gym is unattended, did an employee walk through the gym every 30 minutes between
4* Service
07h00 and 21h00 to ensure it was kept tidy and sufficiently stocked?
5 Were the walls, ceilings and floors clean and well maintained? Product
6 Were the windows/mirrors clean and smear/smudge free? Product
7 Was sufficient lighting provided? Product
Was the gymnasium well laid out with a variety of state of the art exercise equipment
(minimum of 5 cardiovascular, 5 resistance machines (can be incorporated into a universal
8* Product
machine) plus two full sets of hand-held free weights and was all equipment clean and in
good working order?
Was ample space available for guests to exercise (i.e. clearly defined areas for cardio
9 Product
machines, free weights and stretching/mats)?
Were fitness classes and/or personal training advertised as being available and listed in a
10 Product
convenient place in the bedroom or fitness centre?
Were there individual television monitors present at each cardiovascular machine and were
11* Product
they clean and in good working order?
Were complimentary headphones provided and were they clean and in good working order
12* Product
with hygienic ear pieces?
13 Were disinfectant wipes or a disinfectant cleaning agent and towel available? Product
Were clean sweat towels and a touchless water dispenser with sufficient non-plastic cups,
14* Product
or non-plastic bottled water, available?
15 Were chilled towels provided? Product
16 Was a wall clock clearly visible and did it display the correct time? Product
Was a fruit bowl with fresh fruit or healthy amenities (e.g. cereal bars, etc.) available and
17* Product
was this free of plastic packaging?
Was Wi-Fi connectivity available in the fitness center and did it provide a seamless wireless
18 Product
experience (i.e. strong and continuous connection without requirement to log in more than once)?

SWIMMING POOL/BEACH
19 Was the pool clean, at the appropriate temperature and well maintained (i.e. tiling, lighting, etc.)? Product
20 Were depth signs present? Product
21 Was the area around the pool clean and free of any debris? Product
22 Were ample loungers, side tables and umbrellas provided and were they clean and in good repair? Product
23 Were towels provided? Product
24 Was a separate shower provided at pool and/or beach? Product
For resort hotels, did an attendant offer to set up the lounger with towels and offer
25 Service
complimentary water?
For resort hotels, were complimentary services provided at outdoor pool (e.g. cleaning
26* Product
sunglasses, sorbets, reef-safe sunscreen, etc.)?
27 Was a waiter service provided/available at the outdoor pool and/or beach? Service
TENNIS/SQUASH COURTS
28 Were the tennis courts clean, free of debris and flood lit? Product
29 Was the tennis court surface well maintained and lines clearly defined? Product
30 Were the tennis court nets in good repair? Product
31 Were drinking water and towels available? Product
S T E A M R O O M / S A U N A /J A C U Z Z I
32 Were safety instructions clearly displayed outside the heat experiences? Product
33 Were heat experiences clean, well maintained and appropriately heated? Product
34 Were a thermometer and a timer present in the sauna? Product
35 Were towel hooks and a towel depository conveniently located next to heat experiences? Product
CHANGING ROOMS
Was the changing room décor fresh in appearance and of a high standard (i.e. modern high
36 Product
end finish)?
37 Were the walls, ceilings and floors clean and well maintained? Product
38 Was all lighting fully illuminated? Product
39 Were the showers, sinks and toilets clean and in good working order? Product

40 Was there a shampoo, conditioner and soap dispenser present in the shower cubicle? Product
41 Were the lockers attractive, clean and well maintained? Product
42 Were clean good quality towels, bathrobes and footwear available? Product
43 Was a well lit, easily accessible shaving/make up mirror provided? Product
44 Were weighing scales available? Product
Was a good quality hairdryer (i.e. minimum of 1875 wattage, Ionic, lamination or
45 Product
Tourmaline fusion) available, and if so was it in good working order?
Was a range of amenities (minimum of body lotion, deodorant, hair care items, razors,
46 Product
shaving cream) available?
Were shampoo, conditioner, bath gel, and body lotion provided in large-format bottles
47* Sustainability
which were refillable/recyclable, instead of miniature format?
48* Were all bathroom amenities free of plastic wrapping? Sustainability
49* Intelligence
50* Intelligence
51* Intelligence
Emotional
Emotional
54 Intelligence
Emotional
Emotional
Emotional

58 Intelligence
59 Intelligence
60 Intelligence
with each other?
61 Intelligence

OTHER
TRANSPORT
S PA T R E ATM E N T
OTHER || TRANSPORT
Performance
TRANSFER
1 Was a hotel representative at the point of pick up at the scheduled time? Efficiency
Did the employee hold a signboard/tablet with the correct spelling of the guest’s name or
2* Service
hotel name printed (i.e. not handwritten)?
3 Did the employee offer assistance with luggage? Service
4 Did the employee offer car door assistance? Service
5 Did the employee advise the estimated journey time? Service
6 Was bottled water available? Service
7* Sustainability
plastic bottles)?
9* Was sanitiser available within the vehicle? Sustainability
10 Was a universal telephone charger offered or readily available for the guest’s immediate use? Product
11 In the case of hotel transport was a Wi-Fi service provided within the car? Service
In the case of hotel transport, was a kerbside greeting and seamless check in process
12 Service
provided on arrival to the hotel?
Did employee ascertain if the guest would like music played and if it was played, was it at an
13 Service
appropriate level?
14 Did the employee ascertain if the car temperature was satisfactory? Service
Did the employee drive in a safe and careful manner and use a headset/hands-free when
15* Service
making telephone calls?
PRODUCT - VEHICLE
17 Was the car provided of high quality and in excellent condition? Product
18 Was the exterior of the vehicle clean and polished? Cleanliness
19 Was the interior of the vehicle clean, tidy and odor free? Cleanliness
OTHER || TRANSPORT
20* Intelligence
21* Intelligence
22* Intelligence
Emotional
Emotional
25 Intelligence
Emotional
Emotional
Emotional
29 Intelligence
30 Intelligence
31 Intelligence
with each other?
32 Intelligence
OTHER || TRANSPORT
OTHER || S PA T R E ATM E N T
Performance
R E S E R V AT I O N S
Was the guest greeted or acknowledged within 90 seconds upon entering the spa or if a
1* booking was made by telephone was the call answered within 3 rings with an appropriate Efficiency
greeting or in the case of digital communication, responded to within 3 minutes?
2 If an online spa booking facility was available, was it easy to navigate and book a treatment? Efficiency
3 Did the employee clarify the exact treatment required (i.e. type, duration)? Efficiency
If the booking was made within 24 hours, did the employee confirm therapist’s gender at
4 Service
the time of booking and was this adhered to?
5 If asked, was the reception employee knowledgeable about the treatments and spa facilities? Service
Did the employee obtain the guest’s name and room/contact number and repeat details
6 Efficiency
of the booking?
7 Was a confirmation subsequently received and did it include spa etiquette and cancellation policy? Service
Did the employee advise the guest what time to arrive for the treatment and promote spa
8* Service
facilities, if available (i.e. pool, sauna, etc)?
ARRIVAL
When entering the spa was there a sense of arrival that was calm and serene (e.g. through
9 Product
light, sound and scent)?
10* Was there a designated employee present upon arrival? Service
11 Did the employee confirm the guest’s appointment details (i.e. type and length of treatment)? Efficiency
For first time guests, did the employee offer to escort the guest to the changing rooms and
12* Service
explain the layout and facilities?
13 Were appropriate size bathrobes and slippers provided and were they clean and in good condition? Product
During the arrival process was the guest made aware of how he/she should be attired for
14 Efficiency
the selected treatment?
15 Did the employee advise the guest of the sequence of events (i.e. where to go once changed)? Service
T H E T R E AT M E N T
16* Was the therapist available as per the booking time? Efficiency
17* If the therapist was not available at the booking time, was an apology subsequently offered? Efficiency
18 Did the therapist greet the guest and introduce herself/himself? Service
19 Did the therapist reconfirm the type and duration of the treatment booked? Efficiency
Did the therapist carry out a personal health consultation or review the guest’s health form,
20 Service
where applicable, prior to the treatment?
Did the therapist advise the oil/scent to be used for signature treatments or give the guest a
21 Service
choice of oils/scent for a non-signature massage?
22 Was privacy given during disrobing and the treatment? Service
Was there visual/verbal indication of spa employees washing hands prior to and following
23* Cleanliness
each treatment?
Did the therapist ensure that the guest was comfortable and that the room temperature was
24 Service
acceptable before commencing with the treatment?
With a massage was a bolster or rolled towel placed under the guest’s ankles while on his/her
25 Service
front and under the knees while on his/her back, or the treatment bench adjusted if applicable?
Was an eye pad/face towel offered when guest turned on to their back (n/a for facials) and
26 Service
were proper draping techniques used?
27 Was the guest appropriately covered with towels or sheets? Service
In the case of a massage did the therapist confirm that the pressure was comfortable for the
28* Service
guest on two occasions during the treatment?
29 Was the treatment free of any interruptions and outside noise? Service
Was soothing/relaxing music played at an appropriate volume or natural environmental

30* Service
sounds, where applicable (rustling leaves, ocean if outdoor)?
31 Did the treatment begin and end on time and last for the full duration? Efficiency
Upon completion of the treatment, did the therapist ascertain the guest’s satisfaction and
32 Service
provide post treatment advice (i.e. drink lots of water, skin care advice, etc.)?
Was a choice of beverage offered upon completion of the treatment or available in the
33 Service
relaxation room?
34* Were all food and beverage items offered in non-plastic packaging/containers? Sustainability
36* Was the guest escorted back to the lounge, changing/locker room or reception area and thanked? Service
37 Did the treatment received reflect what was advertised? Service
Was the treatment room and relaxation room (if applicable) clean and well presented with
38 Cleanliness
all of the fresh linen/towels clean and in excellent condition?
Was the bill clearly itemized and correct and if presented, in a clean billfold (or similar) that
39* Efficiency
was in good condition?
41* Intelligence
42* Intelligence
43* Intelligence
Emotional
Emotional
46 Intelligence
Emotional
Emotional
Emotional
50 Intelligence
51 Intelligence
52 Intelligence
with each other?
53 Intelligence
D I S P L AY
O N LY
D I G I TA L
GUEST SECURITY
D I S P L A Y O N LY || D I G I TA L
Performance
DIGITAL
1 Was the hotel’s website professional in design and intuitive? Product
2 Did the hotel booking engine have differentiated imagery and descriptions for each room type? Product
Did the hotel booking engine have differentiated imagery and descriptions for food and
3* Product
beverage outlets and the spa?
Did the booking engine display all relevant room information regarding the bed types,
4 Product
number of guests, and features available in room?
5 Was the booking experience optimized for mobile devices? Product
Could the booking be completed within 5 booking steps (i.e. check availability, room
6 Product
selection, add-ons, guest details and confirmation)?
7 Did the booking engine provide the option to display rates in multiple currencies? Product
8 Was hotel availability clearly displayed on the booking engine via an availability calendar? Product
Was the site easy to navigate in terms of finding the information required about the hotel
9 Product
experience (i.e. food and beverage options, family friendly, etc.)?
10* Was all information on the hotel website up-to-date and correct? Product
11 Were booking policies clearly stated at point of booking? Product
If booking made via the hotel’s website, was a confirmation message sent from the hotel
12 Product
with option to modify or cancel reservation online?
If booked via the hotel’s website, did subsequent reservation confirmation have links to the
13 Product
hotel’s facilities (i.e. restaurants/spa, etc.)?
D I G I T A L - I N - H O U S E C O M M U N I C AT I O N S
14 Were all digital communications polite, professional and written without abbreviations? Service
15* Was the hotel app promoted to guests, if available? Service
D I S P L A Y O N LY || D I G I TA L
D I S P L A Y O N LY || GUEST SECURITY
Performance
ROOM PRODUCT AND FACILITIES
Were the emergency exit route and assembly point displayed in the room and easily located
1 Product
(i.e. back of door, in wardrobe)?
2 Was the room door fitted with a viewing port and security latch? Product
3 Did the room door automatically close shut and latch securely? Product
4 Were ground floor balcony doors fitted with a secondary latch for added security? Product
PUBLIC AREAS - LOBBY
5 Were the lobby and public areas kept clear of unattended luggage? Service
If the guest asked for a replacement key did the employee verify their identity (e.g. via
6 Efficiency
identification document or verification of unique personal information)?
7 Did employees use the guest’s room number discreetly so as not to reveal this to other guests? Service
PUBLIC AREAS - GUEST ROOM CORRIDORS
Were house telephones present in the hotel corridors and in the case of resorts, positioned
8 Product
at intervals in plain view along the outdoor pathways?
Did auxiliary employees (e.g. housekeeping, maintenance, etc.) close the guest room doors
9 Service
when visiting the rooms (i.e. during turndown, repairs, etc.)?
Did employees explain they were unable to grant access to rooms without verifying the
10 Service
guest’s identity?
11 Was signage for the fire exits clearly visible and were the fire exits unobstructed? Product
FITNESS - FITNESS CENTER
12 Were emergency cords/call buttons or telephone available in the gym and heat experience facilities? Product
SECURITY
If encountered, were security staff dressed professionally and did they display a friendly and
13 Service
courteous manner?
If access to the in-room safe was requested did the security employee confirm the
14 registered guest’s identity or positively identify the guest (e.g. check passport/drivers Efficiency
licence or confirm three details on guest profile/reservation)?
D I S P L A Y O N LY || GUEST SECURITY

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2023-2025

12 Did the employee obtain the caller’s telephone number? Service

13 Did the employee obtain the caller’s e-mail address? Service

FRONT OF HOUSE || R E S E R VAT I O N S

22 Did the employee offer a reservation number or booking reference? Service

FRONT OF HOUSE || R E S E R VAT I O N S

6 Was the room ready by the advertised check in time? Efficiency

9 Did the employee offer porterage assistance? Service

FRONT OF HOUSE || CHECK-IN

FRONT OF HOUSE || CHECK-IN

FRONT OF HOUSE || CHECK-OUT

FRONT OF HOUSE || CHECK-OUT

8 Did the employee offer car door assistance? Service

When asked for recommendations on services/dining options and the services/dining

FRONT OF HOUSE || GUEST SERVICES/CONCIERGE

If applicable/available, were all digitally communicated requests promptly acknowledged

FRONT OF HOUSE || GUEST SERVICES/CONCIERGE

1 Were the carpet/tiles/wood flooring clean and free of stains/dust? Cleanliness

4* Was the room at a comfortable temperature on arrival? Cleanliness

5* Was the room free of odor on arrival? Cleanliness

8 Was all upholstered furniture clean and free of stains? Cleanliness

12 Were the curtains/voiles/shutters/blinds clean and properly fitted? Cleanliness

13 Was the wastepaper bin clean and in excellent condition? Cleanliness

15 Was all in room collateral clean and in excellent condition? Cleanliness

17 Was the television clean and correctly tuned in? Cleanliness

25 Was the bathroom completely mold free? Cleanliness

26 Were the floor, walls, doors and ceiling clean? Cleanliness

27 Were the shower, bath, sink and toilet clean? Cleanliness

29 Was the shower screen/door clean? Cleanliness

31 Was the wastepaper bin clean and in excellent condition? Cleanliness

34 Were there 2 x clean drinking water glasses or similar present? Cleanliness

35 Were all towels clean, unstained and in excellent repair? Cleanliness

*Indicates a new or amended standard for 2023

6* Was television not left on for turndown? Sustainability

Was complimentary bottled/filtered drinking water provided and placed in a highly

13 Did employee empty waste bins and ashtrays? Cleanliness

26 Were the shower/bath/sink/toilet and floor wiped clean? Cleanliness

27 Were the bathroom water glasses cleaned and/or replaced? Cleanliness

17 Were any blown light bulbs replaced? Service

24 Were the shower/bath/sink/toilet and floor wiped clean? Cleanliness

27 Were the bathroom water glasses cleaned and/or replaced? Cleanliness

4 Was all the laundry/pressing delivered within specified time? Efficiency

14 Were folded garments delivered in a box/basket/tray? Service

8* Were drinks served and cleared using a tray? Service

16 Did the employee replace cutlery as required? Service

FOOD AND BEVERAGE || B R E A K FA S T

BUFFET (IF APPLICABLE)

24 Did the buffet include a local or seasonal specialty? Food Quality

27 Were all dishes replenished as required? Efficiency

MENU AND FOOD

34 Was the food fresh and of good flavor? Food Quality

35 Was the texture of the food appropriate? Food Quality

FOOD AND BEVERAGE || B R E A K FA S T

39 Were at least two fresh juices available? Food Quality

40 Were breads/bakery items of excellent quality? Food Quality

FOOD AND BEVERAGE || B R E A K FA S T

FOOD AND BEVERAGE || B R E A K FA S T

4 Did the employee repeat and confirm the details? Efficiency

In the case of al fresco dining, was a pashmina/blanket/direct heating facility offered in

FOOD AND BEVERAGE || R E S TA U R A N T

27 Were drinks served and cleared using a tray? Service

FOOD AND BEVERAGE || R E S TA U R A N T