Forbes Travel Guide 2019

HOTEL STANDARDS
REVISIONS OVERVIEW | 2019

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Private and Confidential ©Five Star Travel Corporation, 2019.

Copying, Transmitting and Distributing outside of the intended use is strictly prohibited.
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2019 STANDARDS REVISIONS OVERVIEW
2019 FORBES TRAVEL GUIDE STANDARDS

Hotel Updates
New Standards
GUEST SERVICE ONE/TWO

Standard: When asked about local activities and attractions, staff provides an appropriate choice
of options.
Classification: Technical Execution, Skill & Knowledge
PUBLIC AREAS
Standard: Did the property’s food and beverage experiences stand out in any way?
Classification: Elements of Luxury
FTG Clarification: This standard will take the place of the three “particularly impressive” standards at
the end of the Hotel Dining, Bar/Lounge Service and In Room Dining sections. It will serve to highlight
exceptional service, impressive dining venues or particularly notable food and beverage details. The
response here can also incorporate information about “non-tested” venues, such as a rooftop bar or
afternoon tea, which would not be tested against existing standards.
Retired Standards
HOTEL DINING
Standard: Was there something particularly impressive about the dining experience?
BAR/LOUNGE SERVICE
Standard: Was there something particularly impressive about the bar/lounge experience?
IN ROOM DINING
Standard: Was there something particularly impressive about the in-room dining experience?
Private and Confidential ©Five Star Travel Corporation, 2019. 2

2

Hotel Updates
New Section: Digital Communications
1. Standard: The hotel’s website is professional in design, intuitive and consistent with the
property and/or brand.
2. Standard: An online hotel booking engine or mobile application is available; it is easy to

complete a reservation.
Classification: Guest Comfort & Convenience
3. Standard: Automatically generated email communications, such as confirmation emails, are

professional and personalized.
4. Standard: Staff is professional and courteous when corresponding with the guest via email.
Classification: Courtesy & Manners
5. Standard: All email communications accurately reflect the property and/or brand.
6. Standard: All text message communications are polite, professional and consistent with the
property style.
Classification: Courtesy & Manners
7. Standard: Text message responses are instantaneous or within the promised timeframe.
Classification: Efficiency
8. Standard: When guest requests are made through digital technology, the functionality is intuitive
and convenient.
9. Standard: All service automation implements function seamlessly and as expected.


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Hotel Updates
The following standards have been moved from their original sections to be assessed in the above Digital
Communications section:
RESERVATION SERVICE
Standard: Confirmation is personalized, professional and accurate; it accurately represents the
property and/or brand.
This standard will be assessed in Digital Communications Standards #3 and #5.
Standard: The hotel’s booking engine and/or mobile application is available, easy to navigate and
complete a reservation.
This standard will be assessed in Digital Communications Standard #2.
DEPARTURE SERVICE
Standard: If expedited check out is offered, the process is seamless and convenient.

Standard: All reservations made by staff are professionally presented to the guest, including
electronic correspondence.
This standard will be assessed in Digital Communications Standards #4 and #5.
PUBLIC AREAS
Standard: All digital communication is professional in execution and content display.
This standard will be assessed in various Digital Communications Standards.
IN ROOM DINING
Standard: If digital ordering technology is available, the process is intuitive and convenient.

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Hotel Updates
Retired Section: Casino Service
Beginning with 2019 evaluations, Casino Service will no longer be evaluated as part of an official
Ratings inspection. Testing the casino for a Ratings evaluation is not a universally fair process, as
we are unable to evaluate casinos in some destinations for various reasons. As a result, additional
standards are tested for some properties but not others, though they have the same facilities. This
does not provide Forbes Travel Guide with a helpful database on global casino performance, and,
moreover, does not evaluate casino hotels on a level playing field.
If you are interested in continuing to receive feedback on your casino’s performance, please
contact your Partner Services representative to discuss Quality Assurance options.

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Revised Hotel Standards
2019 Standard 2018 Standard
ARRIVAL SERVICE
Guests are politely greeted curbside within 30 Guests are politely greeted curbside within 60
seconds of arriving. seconds of arriving.
Did the arrival process, staff or level of Was there something particularly impressive
thoughtfulness stand out in any way? about the arrival experience?
FTG Clarification: The meaning behind this standard has not changed, but it has been re-worded for clarity of
the requirement.
DEPARTURE SERVICE
Did the departure process, staff or level of Was there something particularly impressive about
thoughtfulness stand out in any way? the departure experience?
FTG Clarification: The meaning behind this standard has not changed, but it has been re-worded for clarity of
the requirement.

Staff exhibits exceptional, local knowledge about
Staff exhibits exceptional local knowledge.
shopping, entertainment and/or business venues.
FTG Clarification: The purpose of this standard is for the concierge to demonstrate that they are an expert
in their area. If staff simply provides a generic list or relies on the Internet to research the answer to a more
straightforward question about the local area, this will not meet the standard since the guest could have done
this themselves. However, if the information given is abundant and beyond what the guest might easily be able
to find out on their own, the standard will be met.
All non-digital collateral is professionally All collateral, including electronic correspondence,
presented. is professionally presented.
FTG Clarification: All digital collateral will be assessed in the Digital Communications section. The standard
All non-digital collateral is professionally presented will assess any physical collateral, including brochures and
menus, printed directions or lists and written notes, such as restaurant reservation confirmations.
GUEST SERVICE REQUEST

Requested items delivered to the room are Requested items delivered to the room are neatly
elegantly presented. presented.
FTG Clarification: This standard has changed from a Technical Execution, Skill & Knowledge standard to
an Elements of Luxury standard. It has also been re-worded for clarity around the expectation, though the
requirements have not changed.

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Revised Hotel Standards
2019 Standard 2018 Standard
HOUSEKEEPING DAILY SERVICE

High quality underliners are used for toiletries on Underliner display cloths are used for toiletries on
vanity or counter surfaces, but not under items on vanity or counter surfaces, but not under items on
narrow shelves. narrow shelves.
Following daily service, all bed linens are
All bed linens are changed automatically.
completely clean and in exceptional condition.
FTG Clarification: This standard requires that soiled, wrinkled or otherwise disheveled linens are automatically
changed on a daily basis. The bed should have a perfect appearance when the guest returns to the room.
HOUSEKEEPING TURNDOWN SERVICE

During evening service, used bathroom linens are During evening service, towels and robes are
automatically replaced, unless the guest chooses automatically replaced, unless the guest chooses
to participate in an environmental preference to participate in an environmental preference
program. All replaced linens are neatly displayed program. All replaced linens are neatly displayed
and in excellent condition. and in excellent condition.
GUEST ROOM
A specific high quality welcome gift or amenity is A specific welcome gift or amenity is provided
provided during the visit. during the visit.
BAR/LOUNGE SERVICE
At least three well-chosen and diverse red wines, At least three well-chosen and diverse red wines,
three white wines and one Champagne/sparkling three white wines and one Champagne/sparkling
wine are available by the glass. wine are available.
POOL/BEACH SERVICE
It is not necessary to prompt staff, as they have
Staff is thoughtful and intuitive, demonstrating
anticipated all requirements and automatically
anticipatory service when appropriate and helpful.
provided or offered them.
FTG Clarification: While thoughtful service is still very important to the guest experience at the pool or beach,
the requirement for staff to provide a specific proactive gesture in every situation is not always a reasonable
expectation and can vary depending on the level of interaction, as well as other factors. The requirement here
has been refined so that the guest feels well cared for and does not need to prompt for anything during their
time at the pool or beach.

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Performance Notification Process
In 2019, Forbes Travel Guide is introducing a revised Performance Notification policy, replacing what
was previously known as the Warning Notification policy.
The revised policy includes a consideration that will help some properties avoid a Performance
Notification. When a property’s composite falls below the benchmark required to maintain its Star
Rating level, the system will average the current result with the past two final Ratings scores on file.
If the average of those three scores is above the required maintenance benchmark, the property will
retain its existing Star Rating without entering into a Performance Notification period. This status
will appear on your Rating report as a “Composite Score Advisory.”
Should the average of the three composite scores not meet the maintenance level, the property will
enter into the usual Performance Notification period, and must meet or exceed the achievement
benchmark in future Ratings evaluations in order to avoid a Star Rating adjustment.
Properties affected by the Performance Notification policy will receive more details when Ratings
are confirmed via letter in January 2019.

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HOTEL STANDARDS | 2019
INTRODUCTION
Thank you for participating in the Forbes Travel Guide Global Partnership. We are
delighted to present you with the Forbes Travel Guide 2019 Hotel Standards. Our
standards are evaluated annually to ensure they remain relevant and reflective of
the needs of today’s discerning traveler.
As you read through the criteria, please note that the philosophy and application
of each standard is applied with the average guest’s experience in mind. The
interpretation of the standards is rigid; however, our inspectors are trained to
understand cultural nuances, and to come to highly approachable conclusions
when observing certain interactions and situations. Our inspection team is
meticulously trained to articulate their experiences through diligent reporting, and
to capture the spirit of the staff and the personality of the property.

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CONTACT
Amanda Frasier
Executive Vice President, Standards & Ratings
afrasier@forbestravelguide.com
+1 (404) 906-6017

3
CLASSIFICATIONS
Each Forbes Travel Guide standard reflects a category of the guest experience known as a
Classification. The following Classifications are represented within 2019 standards
for hotels:
Cleanliness & Condition

These standards address hygiene and maintenance
Courtesy & Manners

These standards address basic good manners and social skills
Efficiency
These standards address the expected time of delivery of service
Elements of Luxury
These standards reflect detailed attention to the level of sumptuous comfort, choices and
convenience provided
Food & Beverage Quality

These standards relate to the quality of the food and beverage provided
Graciousness, Thoughtfulness & Sense of Personalized Service

These standards address the sense of individualized attention, care, concern and the ability to
anticipate guest needs intuitively
Guest Comfort & Convenience

These standards impact a guest’s physical comfort and ease as well as reduce anxiety and
embarrassment
Staff Appearance
These standards address the staff’s personal appearance and posture
Technical Execution, Skill & Knowledge

These standards relate to staff’s technical training, competence and expertise

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RESERVATION SERVICE
STANDARD CLASSIFICATION TAG
1 Telephone conversation is calm and clear Courtesy & Manners Service
The guest is always asked permission before being

2 Courtesy & Manners Service
placed on hold
No telephone hold longer than 30 seconds without

offering call-back
Staff is highly articulate and avoids slang and

excessive use of phrase-fragments
Staff is polite and maintains a gracious tone and

appropriate pace throughout the interaction
Graciousness, Thoughtfulness
Staff exhibits a genuine sense of interest and
6 & Sense of Personalized Service
concern for the guest
Service
Staff leads the conversation and is thoughtful and Graciousness, Thoughtfulness

7 intuitive, demonstrating anticipatory service when & Sense of Personalized Service
appropriate and helpful Service
Staff proficiently performs the requirements of their

department and can capably answer questions Technical Execution, Skill &
8 Service
about the entire hotel or obtain effective and prompt Knowledge
assistance
The guest's name is used naturally as a signal of
recognition
Service
Reservationist specifically thanks the guest for the

10 booking and closes the interaction with a polite and Courtesy & Manners Service
appropriate remark
The guest is offered a choice of room rates and

types when available and/or appropriate and staff Technical Execution, Skill &
11 Service
can readily describe the various physical elements in Knowledge
the guest room

5
Reservationist can describe the hotel facilities with Technical Execution, Skill &
12 Service
clarity Knowledge
Reservationist can effectively provide directions

Technical Execution, Skill &
13 and/or transportation options and their associated Service
Knowledge
costs
14 Reservationist conveys enthusiasm & Sense of Personalized Service
Service
Reservationist clearly explains deposit and Technical Execution, Skill &

15 Service
cancellation policies and any penalty charges Knowledge
Reservationist offers hotel services, such as

16 Guest Comfort & Convenience Service
transportation service, dinner or spa reservations
Details of the booking are repeated for confirmation Technical Execution, Skill &
17 Service
and confirmation number is given Knowledge
Confirmation is offered and received within 24 hours Technical Execution, Skill &
18 Service
of the call Knowledge
The guest is confident that the reservationist

19 understands their personal requirements, and they Elements of Luxury Service
look forward to their visit with positive anticipation
Cross-departmental channels of communication
among staff are consistent and complete
Service
The service is handled without excessive delays or

interruptions

6
ARRIVAL SERVICE
Staff acknowledges the guest when appropriate and

reasonably possible


Staff readily smiles and maintains an engaging

expression
Staff makes eye contact and keeps focus on the

guest
Staff exhibits a genuine sense of interest and concern
for the guest
Service
Staff is thoughtful and intuitive, demonstrating
anticipatory service when appropriate and helpful
Service
Cross-departmental channels of communication
among staff are consistent and complete
Service
Staff performs the requirements of their department

knowledgeably and proficiently. Staff can capably Technical Execution, Skill &
9 Service
answer questions about the entire hotel or obtains Knowledge
effective and prompt assistance
The guest's name is used naturally as a signal of
recognition
Service
Staff closes interactions with polite, appropriate

remarks

7
All staff encountered are wearing professional, clean

12 Staff Appearance Service
and well-fitted uniforms
13 All staff encountered are extremely well-groomed Staff Appearance Service
Staff maintains alert posture and behaves

professionally in view of the guest
Staff does not decline any request without offering
appropriate alternatives
Service
Guests are politely greeted curbside within 30

16 Efficiency Service
seconds of arriving
If hotel transportation service is utilized, the

17 appearance and hospitality skills of the staff are Courtesy & Manners Service
professional and courteous
Luggage assistance is immediate at curbside and

offered by the staff
The guest is escorted or directed to the appropriate

registration area
Time from arriving at reception area until registration

is complete does not exceed five minutes
Special requests or bookings made prior to arrival are

21 confirmed during registration or upon entering guest Service
Knowledge
room
Availability of a complimentary print and/or digital

newspaper service is made known during arrival
All details of the reservation are accurate; departure Technical Execution, Skill &
23 Service
date is confirmed during registration Knowledge

8
24 The guest is offered an escort to their room & Sense of Personalized Service
Service
Luggage service is secure, seamless and does not

25 require the guest to identify or prompt for luggage at Guest Comfort & Convenience Service
any time once a hotel staff member has collected it
26 Luggage is stored conveniently Guest Comfort & Convenience Service
Luggage arrives within 10 minutes of registration

completion
Orientation to the hotel is discreet and helpful,

28 consisting of only relevant and important facts that Guest Comfort & Convenience Service
do not overwhelm the guest
Orientation to the guest room is discreet, helpful and

appropriate to the location, including only facilities or
services that might otherwise be overlooked or are
unique
If guest room is not ready beyond hotel’s check-in

time, staff makes thoughtful suggestions to ensure
30 the guest’s comfort while they wait, and an estimated Guest Comfort & Convenience Service
wait time is made known and honored within 15
minutes
Did the arrival process, staff or level of thoughtfulness

31 Elements of Luxury Service
stand out in any way?

interruptions

9
DEPARTURE SERVICE

placed on hold

offering call-back

reasonably possible



expression

guest
Staff exhibits a genuine sense of interest and concern Graciousness, Thoughtfulness &
9 Service
for the guest Sense of Personalized Service
Staff is thoughtful and intuitive, demonstrating Graciousness, Thoughtfulness &

10 Service
anticipatory service when appropriate and helpful Sense of Personalized Service

11 Service
The guest’s name is used naturally as a signal of Graciousness, Thoughtfulness &

12 Service
recognition Sense of Personalized Service

remarks

10


If hotel transportation service is utilized, the

17 appearance and hospitality skills of the staff are Courtesy & Manners Service
professional and courteous
Staff does not decline any request without offering Graciousness, Thoughtfulness &
18 Service
appropriate alternatives Sense of Personalized Service
Bellman arrives within eight minutes of departure

19 assistance request; or within five minutes of pre- Efficiency Service
arranged luggage pick-up time
Time spent settling the folio does not exceed five

minutes
Luggage service is secure, seamless and does not

require the guest to identify or prompt for luggage at
any time once a hotel staff member has collected it
from the room
Staff accepting payment specifically thanks the

22 guest and closes the interaction with a polite and Courtesy & Manners Service
appropriate remark
Staff proactively offers transportation assistance,

Graciousness, Thoughtfulness &
23 not waiting for the guest to exit the hotel and seek Service
Sense of Personalized Service
transport
The final folio is offered to guest for review prior to

processing

11
The final folio is automatically and neatly placed

in a folder or envelope, or delivered via email in
accordance with the guest’s preference. If an emailed
folio is requested, it must be delivered within one hour

26 The final folio is accurate and easy to read Service
Knowledge
If applicable, posting/charge errors called to the

27 attention of the staff are quickly and discreetly Guest Comfort & Convenience Service
rectified with words of apology
There will be no unexpected charges posted to the

28 folio; guests must have been advised in some obvious Guest Comfort & Convenience Service
manner of all charges
Did the departure process, staff or level of

thoughtfulness stand out in any way?

interruptions

12
GUEST SERVICE ONE

placed on hold

offering call-back

reasonably possible



expression

guest
9 Service

10 Service
Cross-departmental channels of communication Graciousness, Thoughtfulness &

11 Service
among staff are consistent and complete Sense of Personalized Service

12 Service
The guest's name is used naturally as a signal of Graciousness, Thoughtfulness &

13 Service

13
Staff closes interactions with a polite, appropriate

remark


Follow-up service or call-backs are timely and

accurate
When asked about restaurant recommendations,

19 staff provides an appropriate choice of options and Service
Knowledge
describes cuisine and atmosphere
When asked about local activities and attractions, Technical Execution, Skill &
20 Service
staff provides an appropriate choice of options Knowledge

21 Staff exhibits exceptional local knowledge Service
Knowledge
When appropriate, staff effectively provides directions Technical Execution, Skill &
22 Service
and transportation options Knowledge
Staff can produce brochures, maps, publications,

23 playbills or local restaurant menus to help the guest Service
Knowledge
make decisions

24 All non-digital collateral is professionally presented Service
Knowledge
25 Service
The service or resolution proposed by the staff fully Technical Execution, Skill &
26 Service
and accurately meets the guest's needs Knowledge

14

interruptions

15
GUEST SERVICE TWO

placed on hold

offering call-back

reasonably possible



expression

guest
9 Service

10 Service

11 Service

12 Service

13 Service

16

remark


Follow-up service or call-backs are timely and

accurate
When asked about restaurant recommendations,

19 staff provides an appropriate choice of options and Service
Knowledge
describes cuisine and atmosphere
When asked about local activities and attractions, Technical Execution, Skill &
20 Service
staff provides an appropriate choice of options Knowledge

21 Staff exhibits exceptional local knowledge Service
Knowledge
When appropriate, staff effectively provides directions Technical Execution, Skill &
22 Service
and transportation options Knowledge
Staff can produce brochures, maps, publications,

23 playbills or local restaurant menus to help the guest Service
Knowledge
make decisions

24 All non-digital collateral is professionally presented Service
Knowledge
25 Service
The service or resolution proposed by the staff fully Technical Execution, Skill &
26 Service
and accurately meets the guest's needs Knowledge

17

interruptions
The hotel supports a variety of basic business

28 requests, such as Internet access, photocopying, Guest Comfort & Convenience Service
faxing and printing

18
DIGITAL COMMUNICATIONS
The hotel's website is professional in design, intuitive Technical Execution, Skill &
1 Service
and consistent with the property and/or brand Knowledge
An online hotel booking engine or mobile application

is available; it is easy to complete a reservation
Automatically generated email communications,

3 such as confirmation emails, are professional and Service
Knowledge
personalized
Staff is professional and courteous when

corresponding with the guest via email
All email communications accurately reflect the Technical Execution, Skill &
5 Service
property and/or brand Knowledge
All text message communications are polite,

professional and consistent with the property style
Text message responses are instantaneous or within

the promised timeframe
When guest requests are made through digital

8 technology, the functionality is intuitive and Guest Comfort & Convenience Service
convenient
All service automation implements function

seamlessly and as expected

19
FITNESS FACILITY
Attendants actively circulate the fitness center at

1 least every 20 minutes, making themselves readily Guest Comfort & Convenience Service
available
Staff in the fitness center is professional and

courteous
Restrooms are conveniently located in or near the

3 Guest Comfort & Convenience Facility
fitness center
If provided, the overall appearances of the locker

4 room and/or restroom area are organized, clean and Cleanliness & Condition Facility
well-maintained
All fitness equipment is clean and in excellent working

5 Cleanliness & Condition Facility
order
6 Equipment is of a high quality, professional grade Elements of Luxury Facility
7 A variety of cardio machines is provided Guest Comfort & Convenience Facility
A full set of free weights is provided and presented in

an orderly manner
At least one piece of strength-training or circuit-

9 training equipment and low-impact equipment are Guest Comfort & Convenience Facility
available
The fitness room and equipment are arranged in a

convenient and spacious manner
The overall appearance of the fitness room is clean

and well-maintained
12 Personal headsets are available to all guests Guest Comfort & Convenience Facility
If available, headphones have fresh and hygienic

earpieces

20
Individual and properly operable televisions are

14 available at appropriate cardio pieces, and are easy Guest Comfort & Convenience Facility
for guests to control while working out
Bottled water or water station with fresh, clean cups

is available within the fitness center
Fresh fruit and/or snacks are available in or near the

16 Elements of Luxury Facility
fitness area
Appropriately sized towels are conveniently available

to all guests in the fitness area
18 Chilled towels are presented in the fitness area Elements of Luxury Facility
All amenities are thoughtfully presented on or in

distinctive high quality serviceware
20 Towels are disposed of discreetly Cleanliness & Condition Facility
21 Fitness classes or personal training is available Guest Comfort & Convenience Facility
The facility provides a fresh and comfortable workout

environment
The fitness facility provides special elements which

elevate the guest's workout experience

21

placed on hold

offering call-back



expression

guest
8 Service

9 Service

10 Service

11 Service

12 Service
13 All interactions are closed politely and appropriately Courtesy & Manners Service


22

17 Service
Staff arrives to the room within 10 minutes unless

advised otherwise
Requested items delivered to the room are elegantly

presented
Both same-day and express laundry/dry cleaning

service are available on weekdays
One-hour pressing at hotels or two-hour pressing at

resorts is available on weekdays
22 Folded items are returned with luxurious presentation Elements of Luxury Service
Hanging items are neatly returned, with non-slip Technical Execution, Skill &
23 Service
inserts for trousers Knowledge
The service or resolution provided by the staff meets Technical Execution, Skill &
24 Service
the guest's needs and expectations Knowledge

interruptions

23
Debris was thoroughly removed from all areas of

bedroom and bathroom floors/carpets
2 All bathroom fixtures are thoroughly cleaned Cleanliness & Condition Facility
Bathroom appointments such as mirrors, shelves, etc.

are thoroughly cleaned
All used bathroom linens and robes are removed and Technical Execution, Skill &
4 Facility
neatly replaced Knowledge
All fresh bathroom linens are clean and in excellent

condition
6 Toiletries and cosmetics are neatly arranged Guest Comfort & Convenience Facility
High quality underliners are used for toiletries on

7 vanity or counter surfaces, but not under items on Elements of Luxury Facility
narrow shelves
Small appliances provided by the hotel have their

cords (i.e. hairdryer, iron, etc.) neatly coiled and
appliances are tidily arranged in the vicinity of where
they were originally found on arrival
End sheets of toilet tissue are neatly pointed or

similarly cared for
Any soap or bathroom amenity that is more than half

depleted has a fresh product added
Any significant dust, debris or spillage on furniture

surfaces is thoroughly cleaned
Following daily service, all bed linens are completely

clean and in exceptional condition

13 The bed is tightly and attractively remade Facility
Knowledge

24
If an obvious environmental preference program is in

14 place for linens and towels, the guest's requests are Facility
Knowledge
honored
Wastebaskets and ashtrays throughout the bedroom

and bathroom are emptied/cleaned
Soiled in-room dining serviceware, trays or trolleys are Technical Execution, Skill &
16 Facility
removed from the room and not left in the corridor Knowledge
If used, glassware, silver or china in the room is

thoroughly cleaned
If provided complimentary, food and beverage

18 amenities are freshened and/or replaced as Guest Comfort & Convenience Facility
necessary
Items consumed from the minibar are replaced at

some point during the day
If ice had been provided in the ice bucket, ice bucket

is drained and cleaned, or completely refreshed
Clothing left around the room is neatly folded or

draped and left within immediate guest view
Shoes left out in the room are paired and neatly

22 placed near where the guest had left them, out of high Guest Comfort & Convenience Facility
traffic areas
Personal guest belongings, other than clothing or

23 toiletries, are not substantially disturbed and no guest Guest Comfort & Convenience Facility
belongings are missing
Personal guest belongings, other than clothing or

toiletries, are handled in a noteworthy manner

25
Magazines and newspapers are neatly compiled and Technical Execution, Skill &
25 Facility
arranged Knowledge
Hotel collateral such as service directories, in-room

26 dining menus, corporate directories, etc. are neatly Guest Comfort & Convenience Facility
arranged
TVs are turned off and furniture throughout the room

27 is neatly straightened; closet and cupboard doors are Guest Comfort & Convenience Facility
closed
All window treatments are opened, if appropriate,

28 have a symmetrical appearance and are uniform day- Guest Comfort & Convenience Service
to-day
Depleted complimentary room amenities are

replenished, such as notepads, pens and laundry kits
Burned out light bulbs or other malfunctioning

equipment is replaced/repaired
The room has an extremely fresh, comfortable

atmosphere when the guest returns
Daily service is provided in a timely, convenient and

32 discreet manner so that the guest does not feel Guest Comfort & Convenience Service
disturbed
If a room attendant, minibar attendant or technician

33 is encountered, they are very polite, well-groomed and Courtesy & Manners Service
professional
Good security precautions are taken when staff is Technical Execution, Skill &
34 Service
servicing rooms Knowledge
Guest room corridors are kept neat and organized Technical Execution, Skill &
35 Service
during daily service Knowledge

26
1 Turndown is provided automatically Elements of Luxury Service
Turndown is provided automatically or the guest is

prominently invited to call to request service
Turndown service is provided in a timely, convenient

3 and discreet manner so that the guest does not feel Guest Comfort & Convenience Service
disturbed
During evening service, an effort is made to set an

appropriate atmosphere

5 During evening service, bedding is neatly prepared Service
Knowledge
During evening service, shoes left out in the room are

6 paired and neatly placed near where the guest had left Guest Comfort & Convenience Service
them, out of high traffic areas
During evening service, clothing left around the room

7 is neatly folded or draped and left within immediate Guest Comfort & Convenience Service
guest view
During evening service, all printed products, including

8 newspapers, magazines and hotel collateral, are Service
Knowledge
straightened. The wastebaskets are emptied
During evening service, the bathroom counter, sink,

9 Cleanliness & Condition Service
shower and tub are cleaned
If depleted, during evening service, amenities are

plentifully supplied
During evening service, the guest's toiletries are neatly

arranged. They are displayed on a liner or shelf

27
During evening service, used bathroom linens are

automatically replaced, unless the guest chooses to
12 participate in an environmental preference program. Service
Knowledge
All replaced linens are neatly displayed and in
excellent condition
Evening service includes a noteworthy or thoughtful

element
If a housekeeping turndown attendant is encountered,

they are very polite, well-groomed and professional

28
GUEST ROOM
Upon arrival, the room has an extremely fresh,

comfortable atmosphere
A specific high quality welcome gift or amenity is

provided during the visit
3 The guest room is well-soundproofed Guest Comfort & Convenience Facility
The hotel collateral in the room is elegant or

distinctive in a way that is notable
The room includes at least one high quality

5 publication, such as exclusive magazines, hardcover Elements of Luxury Facility
books, etc.
Printed products, such as stationery, postcards,

6 envelopes, notepad paper or pens, are available; they Elements of Luxury Facility
are elegant and of high quality
Printed collateral and reading material are in excellent

condition
8 All collateral is accurate and magazines are current Guest Comfort & Convenience Service
The bed is comfortable, clean and in excellent

condition
The linens and pillows are of exceptional quality and

style
The closets and shelves/drawers are generously

spacious and very well lit
There are at least 10 hangers in the closet, convenient

for both men and women, and all types of garments
Fresh flowers or live plants are provided by the hotel

in the guest room

29
The bedroom offers a comfortable place to relax,

14 such as when watching television or dining, separate Guest Comfort & Convenience Facility
from the bed and desk areas
The lighting in the bedroom is comfortable for the

15 guest to complete all necessary/daily tasks, such as Guest Comfort & Convenience Facility
reading, dressing, dining, etc.
16 The bedroom is exceptionally clean Cleanliness & Condition Facility
17 The bedroom is extremely well-maintained Cleanliness & Condition Facility
If available, the outdoor balcony/patio is exceptionally

clean and in excellent condition
The room is supplied with a variety of high quality

19 amenities and/or technology appropriate to the Elements of Luxury Facility
destination
20 All useful items are clean and in excellent condition Cleanliness & Condition Facility
21 If provided, the technology is easy to use and navigate Guest Comfort & Convenience Facility
Electronic outlets are located in convenient locations

for the guest
Clocks display the time of day within two minutes of

23 the time confirmed by the global time clock and prior Guest Comfort & Convenience Service
alarms are cleared
The requested newspaper is accurately delivered and

presented in a thoughtful manner
The architectural design style of the room is notable

in interest or execution. Describe the design style
Exceptional attention to the interior design is evident,

which may include interesting or notable pieces of
artwork, excellent fabrics/upholstery on furniture, high
quality window treatments, etc.

30
The entire room is true to the thematic elements.

There are no unintentional mismatching styles of
furnishings or indication of remodeling that is not
thorough or done in cycles
The grooming areas are generously spacious so that

two persons could easily shower and dress in comfort
29 A notable variety of bathroom amenities is provided Elements of Luxury Facility
30 The bathroom amenities are exceptionally luxurious Elements of Luxury Facility
Robes, slippers and towels are automatically provided

and are of extremely high quality
Robes, slippers and towels are all clean and in

excellent condition
Strong water pressure and no vacillating water

33 temperatures are present in showers; showers are Guest Comfort & Convenience Facility
easy to operate
The bathroom presentation and placement of

34 amenities and linens is thoughtful and careful, as well Guest Comfort & Convenience Service
as elegant
The lighting in the bathroom is sufficient for all

35 intended tasks, such as grooming and makeup Guest Comfort & Convenience Facility
application
36 The bathroom is exceptionally clean Cleanliness & Condition Facility
37 The bathroom is extremely well-maintained Cleanliness & Condition Facility
The bathroom design and appointments, such

38 as counters, floors and fixtures, are exceptionally Elements of Luxury Facility
noteworthy
If provided, the minibar program is notable in

execution and variety of items stocked

31
40 The guest is exceptionally comfortable in this room Elements of Luxury Service

32
PUBLIC AREAS
1 Telephone conversations are calm and clear Courtesy & Manners Service

placed on hold

offering call-back

reasonably possible



expression

guest
Staff exhibits a genuine sense of interest and concern

9 for the guest and/or demonstrates anticipatory Service
service when appropriate and helpful

10 Service

Staff can capably answer questions about the entire Technical Execution, Skill &
12 Service
hotel or obtains effective and prompt assistance Knowledge
If known, the guest's name is used naturally as a Graciousness, Thoughtfulness &

13 Service
signal of recognition Sense of Personalized Service

remark

33

17 Service
18 All services are handled without excessive delays Efficiency Service
Large groups or meetings are handled in a way that

19 does not interfere with the guest's visit or make them Guest Comfort & Convenience Service
uncomfortable at any point
20 Staff uniforms are exceptional in design and style Elements of Luxury Service
All desks in public view are presentable and

approachable, clean and in excellent condition
When approaching and/or entering the property, there

22 is a strong sense of arrival in terms of design and/or Elements of Luxury Facility
notable elements
In the public space of the hotel, there are elements

23 that combine to create this property's unique sense of Elements of Luxury Facility
place
The architectural and design style of the public areas

is notable in quality, interest and/or execution
When present, exterior landscaping and grounds are

notable in their design, interest and/or execution
All connected public areas are true to the thematic

elements. There are no unintentional mismatching
styles of furnishings or indication that remodeling
was not thorough or done in cycles

34
The guest is comfortable when moving around the

27 hotel or sitting in the lobby. There is sufficient privacy, Guest Comfort & Convenience Facility
space and comfortable seating
If available, wireless Internet service provided in the

public areas is strong and reliable
The interior public areas are clean and in excellent

condition
The exterior public areas are clean and in excellent

condition
Did the property’s food and beverage experiences

stand out in any way?

35
HOTEL DINING

reasonably possible
If waiting is required, an estimated wait time is quoted

and honored within five minutes
If waiting is required, a comfortable waiting area is

available



expression

guest
8 Service

9 anticipated all requirements and automatically Guest Comfort & Convenience Service
provided or offered them
Channels of communication among staff are

consistent and complete - one does not have to fully Graciousness, Thoughtfulness &
10 Service
repeat themselves and requests are conveyed to the Sense of Personalized Service
appropriate members of service/kitchen staff

11 Service

12 Service

36
Interactions are closed with polite, appropriate

remarks


Staff is discreet and unintrusive throughout the Graciousness, Thoughtfulness &

17 Service
experience, while remaining attentive Sense of Personalized Service
18 Service
The guest is greeted within one minute at restaurant

19 entry, escorted to table and provided with chair Guest Comfort & Convenience Service
assistance
The table is greeted within one minute and

appropriate beverages are offered
Coffee and tea service is presented in a refined

manner
Refills are readily offered or provided within one

minute of the guest's beverage being fully empty
If asked for menu recommendations, staff can Technical Execution, Skill &
23 Service
provide helpful information Knowledge

24 Staff can helpfully discuss details of menu items Service
Knowledge

25 Staff can helpfully discuss beverage offerings Service
Knowledge

37
After ordering, cold breakfasts are served within

26 seven minutes and hot breakfasts within 10 minutes, Efficiency Service
unless advised otherwise by server
When applicable, the pace of the meal is consistent;

27 the guest does not have to wait or wonder when the Efficiency Service
next step of service will occur
Menu presented is in pristine condition, free of stains

and water spots and not damaged
Breakfast includes a choice of juices, at least two of

which are fresh or distinctive
Breakfast includes many ripe fresh fruits and a variety

of excellent freshly baked breakfast breads
Menu offers items for guests seeking nutritionally

focused dishes
32 Menu provides an exceptional and interesting variety Elements of Luxury Service
Hot foods and beverages are hot when served; cold

33 Food & Beverage Quality Service
foods and beverages are chilled
Foods and beverages are fresh and use high quality

ingredients
35 Foods are flavorful and well-seasoned/balanced Food & Beverage Quality Service
36 Portions are generous and appropriate Food & Beverage Quality Service
37 Food presentation is precise and carefully plated Food & Beverage Quality Service
38 Cooking is done properly and as requested Food & Beverage Quality Service
All items ordered are served accurately and server Technical Execution, Skill &
39 Service
does not have to ask who ordered what Knowledge
40 Condiments are elegantly presented Elements of Luxury Service

38
If a buffet, the traffic flow is convenient. There are

ample dishes and utensils for self-service
If a buffet, the food is well-stocked, fresh and

appetizing in overall appearance. There are not any
dishes more than one-quarter empty and there are not
any juice pitchers more than half empty
If a buffet, the presentation is exceptionally eye

appealing and inviting
If a buffet, there is an a la minute option and station

44 for individual preparation of egg dishes and/or other Guest Comfort & Convenience Service
hot foods
When applicable, buffet offers an appropriate and

thoughtful selection of international dishes
If a buffet, all appropriate dishes are clearly and

elegantly labeled
All staff encountered at the buffet are polite, helpful

and professional
It is possible to receive a selection of specialty

coffees and/or teas at any time
49 Table is in excellent condition and completely clean Cleanliness & Condition Facility
Cloth napkins are used and are in excellent condition,

clean and pressed
The guest's seating area is clean and in excellent

condition
Glassware, china, cutlery and serving pieces are in

52 excellent condition, completely clean and hygienic in Cleanliness & Condition Facility
appearance

39
Glassware, china and cutlery are of excellent quality

and fully coordinated

54 All proper cutlery is provided Service
Knowledge
55 Removal of soiled dishes is convenient Efficiency Service
56 The presentation of the bill is prompt Efficiency Service

57 The bill is accurate Service
Knowledge
The dining room exhibits a well-organized and

58 professional appearance; tables are uniformly set and Service
Knowledge
vacated tables are swiftly cleared
The dining environment is comfortable, temperature

59 is appropriate and if a sound system is used, the Guest Comfort & Convenience Service
volume is appropriate
The dining table and seating is comfortable, with

ample room on table to read or work
When appropriate, it is possible to have a complete

hot breakfast in 30 minutes

interruptions

40
BAR/LOUNGE SERVICE
Staff acknowledges the guest when reasonably

1 possible. Once seated, the guest is greeted within one Courtesy & Manners Service
minute



expression

guest
6 Service

Server can helpfully discuss details of beverages and

8 bar offerings, including varieties of liquors, beers and Service
Knowledge
wines available

9 Service
When known, the guest's name is used naturally as a Graciousness, Thoughtfulness &
10 Service
signal of recognition Sense of Personalized Service

remarks


41

Staff is discreet and unintrusive throughout the Graciousness, Thoughtfulness &

15 Service
experience, while remaining attentive Sense of Personalized Service
16 Service
First drinks are served within four minutes of ordering

17 at a table, or three minutes of ordering at the bar Efficiency Service
counter, unless otherwise advised by server
Follow-up rounds are discreetly offered within one

minute of glass being empty
All items ordered are served accurately and server Technical Execution, Skill &
19 Service
does not have to ask who ordered what Knowledge
Wine by the glass service includes demonstration of Graciousness, Thoughtfulness &

20 Service
the label and pouring at the table Sense of Personalized Service
Wine by the glass service includes an offer of a Graciousness, Thoughtfulness &

21 Service
tasting sample Sense of Personalized Service
22 Beverages have a distinctive presentation Elements of Luxury Service
Beverages will be served in high quality glassware

completely appropriate to the drink
24 Beverages are served at appropriate temperatures Food & Beverage Quality Service
Beverage pours/portions are generous and

appropriate

42
Mixed drinks and cocktails have a well-balanced/

normal flavor, are appropriately garnished and all
beverages are prepared precisely as specified by the
guest
All iced beverages are served with the appropriate

style of ice

28 Staff attentively maintains tabletop/bar counter area Service
Knowledge
Beverage menu is in pristine condition, free of any

damage
Beverage menu is automatically provided and

30 includes an exceptional and interesting variety of top- Guest Comfort & Convenience Service
quality liquors and beers. Wines are also listed
At least three well-chosen and diverse red wines, three

31 white wines and one Champagne/sparkling wine are Elements of Luxury Service
available by the glass
32 The menu includes an exceptional specialty offering Elements of Luxury Service
If provided, beverage menu features a selection of

non-alcoholic beverage options
A variety of snacks is freshly presented with the

drinks
If provided, snacks are of extremely high quality and

distinctive in presentation
36 If snacks are served, napkins are provided Guest Comfort & Convenience Service
37 If provided, napkins are made of linen or cotton Elements of Luxury Facility
All drinks are served on linen or other distinctive

coasters

43

39 excellent condition and completely clean and hygienic Cleanliness & Condition Facility
in appearance
The guest's seating area is clean and in excellent

condition
The bar/lounge exhibits a well-organized and

41 professional appearance; tables are uniformly set and Service
Knowledge
quickly cleared as vacated
The lounge environment is very comfortable, including

appropriate temperature, and the air is fresh. If groups
of guests are present, it is possible to select a table
and/or bar space away from others
If background music is provided, it is in a style

appropriate to the lounge atmosphere, and volume
43 and sound quality of music is comfortable; if live Guest Comfort & Convenience Service
entertainment is provided, it is professional/polished
in execution
Service stations, bar counter and back bar area are

always neatly maintained and eye appealing
Bills are conveniently and discreetly presented, Technical Execution, Skill &
45 Service
collected and accurately prepared Knowledge

44
IN ROOM DINING

placed on hold

offering call-back



expression

guest
8 Service


10 Service

11 Service

12 Service

remarks

45


17 Service
18 Menu provides an appealing and interesting variety Elements of Luxury Service
Ordertaker can helpfully discuss details of foods and Technical Execution, Skill &
19 Service
beverages Knowledge
Estimated delivery time is quoted and order is

20 received within five minutes of that time, not earlier or Efficiency Service
later
Lunch and dinner are served within 30 minutes in

hotels and within 40 minutes in resorts; breakfast
is served within 25 minutes in hotels and within 30
minutes in resorts
Staff conveniently sets the table so the meal is ready

to begin
23 Beverages are opened and poured in the room Guest Comfort & Convenience Service
Wine by the glass is presented in a bottle and poured

in the room
Chair(s) is brought to the table and the seating

arrangement is fully comfortable
Plastic wrappings and plate covers do not remain on Technical Execution, Skill &
26 Service
any dishes Knowledge
27 A flower or other centerpiece item is provided Elements of Luxury Facility

46
28 Food presentation is precise and carefully plated Food & Beverage Quality Service
Hot foods and beverages are hot when served; frozen

items are firm at the time of consumption
Foods and beverages are fresh and use high quality

ingredients
31 Foods are flavorful and well-seasoned/balanced Food & Beverage Quality Service
32 Portions are generous and appropriate Food & Beverage Quality Service
33 Cooking is executed properly and as requested Food & Beverage Quality Service

34 All ordered items are accurately served Service
Knowledge
35 Condiments are elegantly presented Elements of Luxury Service
It is possible to receive a selection of specialty

coffees and/or teas at any time
Coffee and tea service is presented in a refined

manner
Tray or in-room dining cart is in excellent condition

and completely clean
Cloth napkins, tablecloths and liners used are in

excellent condition, clean and pressed

40 excellent condition, completely clean and hygienic in Cleanliness & Condition Facility
appearance
Serviceware is of excellent quality and cohesive in

appearance

47

42 All proper cutlery is provided Service
Knowledge
Removal of soiled dishes occurs within 10 minutes

43 at a hotel and 15 minutes at a resort, or within five Efficiency Service
minutes of the pre-arranged time

interruptions

48
POOL/BEACH SERVICE

reasonably possible



expression

guest
6 Service


8 Service

9 Service

remarks



49
14 Service
The arriving guest is escorted to a chair, set-up

15 assistance is provided or offered and water is offered Service
or proactively served
During a 90-minute period in warm conditions, some

16 sort of complimentary refreshment is proactively Guest Comfort & Convenience Service
passed by staff
It is possible to conveniently obtain drinks and snacks

17 by signaling the attention of a staff member. Drinks Efficiency Service
are promptly delivered within 10 minutes
18 Sun protection products are conveniently available Guest Comfort & Convenience Service
19 Ample towels are automatically provided Guest Comfort & Convenience Facility
20 Soiled towels are stored discreetly Cleanliness & Condition Facility
The pool deck/beach exhibits a well-organized and

professional appearance
All chairs, tables, pads, towels and umbrellas are of

exceptional quality and in excellent condition
All conditions around the pool and beach area are

clean and completely hygienic
The guest is completely comfortable. There is

adequate space and privacy. If children or groups
of guests are present, it is possible to select chairs
isolated from others
The pool setting is distinctive and promotes a sense

of place
26 Restrooms are located within the pool/beach area Guest Comfort & Convenience Facility

50
If provided, restrooms are well-stocked, clean and

well-maintained
If appropriate to the destination, the pool/beach

28 provides an excellent variety of activities and/or Elements of Luxury Facility
amenities
If a beach resort, the quality of the beach is

exceptional
Poolside menu is available and offers a unique and

interesting variety
If available, poolside menu and all service items are

clean and in good condition
32 Food and beverages have a distinctive presentation Elements of Luxury Service
All ordered items are accurately served and the bill is Technical Execution, Skill &
33 Service
correct Knowledge
All ordered items are fresh, flavorful and properly

prepared

interruptions

51
HOTEL
EMOTIONAL ENGAGEMENT
STANDARDS | 2019

1
EMOTIONAL ENGAGEMENT SURVEY
The Emotional Engagement Survey gives partners unique insight into the emotional journey of
their guests.
• Available as an additional report option for any Quality Assessment or annual Rating
evaluation, the Emotional Engagement Survey provides feedback on up to 35 touchpoints of
the guest experience.
• The Emotional Engagement Survey complements the inspector’s objective observations on
adherence to Service and Facility standards, revealing the feelings that accompanied each
interaction.
• Emotional Engagement results are available for hotels, restaurants and spas, and may be
added to upcoming reports or any previously published report from 2015 or 2016.
EMOTIONAL ENGAGEMENT SCALE
Awestruck 100%
Most Postive (90%-100%)
Amazed 90%
Highly Impressed 80%
Postive (60%-89%) Happy 70%
Satisfied 60%
Neutral (45%-59%) Ambivalent 45%
Disappointed 30%
Somewhat Negative (20%-44%)
Unhappy 20%
Frustrated 10%
Most Negative (0%-19%)
Angry 0%

2
RESERVATION SERVICE
STANDARD
After reviewing the hotel's website, how did you feel about your upcoming stay?
How did you feel about the level of courtesy exhibited by the reservationist?
Following the reservations call, how did you feel about your upcoming visit to the property?
ARRIVAL SERVICE
STANDARD
How did you feel about the combined efforts of the staff during your arrival?
Once the arrival experience was complete, how did you feel?
DEPARTURE SERVICE
STANDARD
How did you feel about the combined efforts of the staff during your departure?
When looking back on your visit, what was the overriding emotion you felt about your visit?
GUEST SERVICE ONE
STANDARD
How did you feel about the level of expertise demonstrated by the concierge?
On reflection, how did you feel about the overall concierge service?
GUEST SERVICE TWO
STANDARD
How did you feel about the level of expertise demonstrated by the concierge?
On reflection, how did you feel about the overall concierge service?

3
DIGITAL COMMUNICATIONS
STANDARD
How did you feel about the level of courtesy and graciousness extended through digital communication?
How did you feel about the convenience of the hotel's automation and technology efforts?
FITNESS FACILITY
STANDARD
Upon first arriving to the fitness center, how did you feel in regards to the facility?
After your workout, how did you feel about your experience?
STANDARD
How did you feel about the overall service provided?
STANDARD
When you first arrived to the room, how did you feel about your daily service?
Once you were settled in, how did you feel about your daily service?
Overall, what did you feel in regard to the level of personalization this daily service provided?

4
STANDARD
When you first arrived to the room, how did you feel about your turndown service?
Once you were settled in, how did you feel about your turndown service?
Overall, how did you feel about the level of personalization this turndown service provided?
GUEST ROOM
STANDARD
How did you feel about the appearance of the bedroom and living areas when you first arrived?
How did you feel about the bathroom’s appearance when you first saw it?
Upon your final departure, how did you feel about your room?
HOTEL DINING
STANDARD
During the meal, how did you feel about the service provided by your server(s)?
How did you feel about the quality of the food in terms of the choice, presentation and taste?
Following your meal, how did you feel about your overall dining experience, including the setting and
atmosphere?
BAR/ LOUNGE SERVICE
STANDARD
During your time at the bar, how did you feel about the service provided by your server(s)?
How did you feel about the foods and beverages offered at the bar?
Following your time at the bar, what was your overriding feeling about the experience, including the setting and
atmosphere?

5
IN ROOM DINING
STANDARD
How did you feel about the overall combined service provided by the staff?
How did you feel about the quality of the food in terms of the choice, presentation and taste?
Following your in-room dining meal, how did you feel about the level of luxury overall?
POOL/ BEACH SERVICE
STANDARD
Upon first arriving to the pool, how did you feel about the pool/beach area?
How did you feel about the overall combined service provided by the staff?
After you left the pool/beach area, how did you feel about your overall experience, including the food/beverage
quality and the setting?

6

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HOTEL STANDARDS

REVISIONS OVERVIEW | 2019

Private and Confidential ©Five Star Travel Corporation, 2019.

2019 FORBES TRAVEL GUIDE STANDARDS

GUEST SERVICE ONE/TWO

Private and Confidential ©Five Star Travel Corporation, 2019. 2

2019 FORBES TRAVEL GUIDE STANDARDS

New Section: Digital Communications

2. Standard: An online hotel booking engine or mobile application is available; it is easy to

3. Standard: Automatically generated email communications, such as confirmation emails, are

9. Standard: All service automation implements function seamlessly and as expected.

Private and Confidential ©Five Star Travel Corporation, 2019. 3

2019 FORBES TRAVEL GUIDE STANDARDS

GUEST SERVICE ONE/TWO

Private and Confidential ©Five Star Travel Corporation, 2019. 4

2019 FORBES TRAVEL GUIDE STANDARDS

Retired Section: Casino Service

Private and Confidential ©Five Star Travel Corporation, 2019. 5

2019 FORBES TRAVEL GUIDE STANDARDS

2019 Standard 2018 Standard

GUEST SERVICE ONE/TWO

GUEST SERVICE REQUEST

Private and Confidential ©Five Star Travel Corporation, 2019. 6

2019 FORBES TRAVEL GUIDE STANDARDS

2019 Standard 2018 Standard

HOUSEKEEPING DAILY SERVICE

HOUSEKEEPING TURNDOWN SERVICE

Private and Confidential ©Five Star Travel Corporation, 2019. 7

2019 FORBES TRAVEL GUIDE STANDARDS

Private and Confidential ©Five Star Travel Corporation, 2019. 8

Private and Confidential ©Five Star Travel Corporation, 2019.

Private and Confidential ©Five Star Travel Corporation, 2019.

Cleanliness & Condition

Courtesy & Manners

Food & Beverage Quality

Graciousness, Thoughtfulness & Sense of Personalized Service

Guest Comfort & Convenience

Technical Execution, Skill & Knowledge

Private and Confidential ©Five Star Travel Corporation, 2019.

STANDARD CLASSIFICATION TAG

1 Telephone conversation is calm and clear Courtesy & Manners Service

The guest is always asked permission before being

No telephone hold longer than 30 seconds without

Staff is highly articulate and avoids slang and

Staff is polite and maintains a gracious tone and

Staff leads the conversation and is thoughtful and Graciousness, Thoughtfulness

Staff proficiently performs the requirements of their

Reservationist specifically thanks the guest for the

The guest is offered a choice of room rates and

Private and Confidential ©Five Star Travel Corporation, 2019.

Reservationist can effectively provide directions

Reservationist clearly explains deposit and Technical Execution, Skill &

Reservationist offers hotel services, such as

The guest is confident that the reservationist

The service is handled without excessive delays or

Private and Confidential ©Five Star Travel Corporation, 2019.

STANDARD CLASSIFICATION TAG

Staff acknowledges the guest when appropriate and

Staff is highly articulate and avoids slang and

Staff is polite and maintains a gracious tone and

Staff readily smiles and maintains an engaging

Staff makes eye contact and keeps focus on the

Staff performs the requirements of their department