FORBES TRAVEL GUIDE

2023 Hotel Service Standards

All Sections - All Classifications

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 2023 Hotel Standards by Section
Reservation & Pre-Arrival

STANDARD TAG CLASSIFICATION ANSWER

Telephone conversation is calm and clear Service Guest Comfort & Convenience Y N N/A

The guest is always asked permission before being

Service Courtesy & Manners Y N N/A
placed on hold

No telephone hold is longer than 30 seconds without

Service Courtesy & Manners Y N N/A
offering a call-back

Staff is highly articulate and avoids slang and excessive

Service Courtesy & Manners Y N N/A
use of phrase-fragments

Staff is polite and maintains a gracious tone and

Service Courtesy & Manners Y N N/A
appropriate pace throughout the interaction

Staff exhibits a genuine sense of interest and concern for Graciousness, Thoughtfulness &
Service Y N N/A
the guest Sense of Personalized Service

Staff leads the conversation and is thoughtful and

Graciousness, Thoughtfulness &
intuitive, demonstrating anticipatory service when Service Y N N/A
Sense of Personalized Service
appropriate and helpful

Staff consistently and respectfully personalizes

Graciousness, Thoughtfulness &
interactions, addressing the guest in accordance with Service Y N N/A
Sense of Personalized Service
their preference, if known

Staff closes interactions with polite, appropriate remarks Service Courtesy & Manners Y N N/A

Staff can readily describe the various physical elements

Service Guest Comfort & Convenience Y N N/A
in the guest room

Staff can describe hotel facilities and procedures with Technical Execution, Skill &
Service Y N N/A
clarity Knowledge

Staff can effectively provide directions and/or Technical Execution, Skill &
Service Y N N/A
transportation options and their associated costs Knowledge

At some point prior to the guest's stay, they are offered

Technical Execution, Skill &
assistance with hotel services such as transportation Service Y N N/A
Knowledge
service, dinner or spa reservations

When making a booking, staff provides a choice of room Technical Execution, Skill &
Service Y N N/A
types and rates Knowledge

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 STANDARD TAG CLASSIFICATION ANSWER

When making a booking, staff clearly explains deposit

and cancellation policies and any penalty charges, if a Service Guest Comfort & Convenience Y N N/A
method of payment is secured

When making a booking, details of the booking are Technical Execution, Skill &
Service Y N N/A
repeated for confirmation Knowledge

When making a booking, a confirmation number is Technical Execution, Skill &

Service Y N N/A
offered Knowledge

Hotel booking confirmation is received within two hours

Service Efficiency Y N N/A
of the call

Cross-departmental channels of communication among Graciousness, Thoughtfulness &

Service Y N N/A
staff are consistent and complete Sense of Personalized Service

The service is handled without excessive delays or

Service Efficiency Y N N/A
interruptions

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 2023 Hotel Standards by Section
Arrival Service

STANDARD TAG CLASSIFICATION ANSWER

Staff politely acknowledges the guest when appropriate and

Service Courtesy & Manners Y N N/A
reasonably possible

Staff is highly articulate and avoids slang and excessive use

Service Courtesy & Manners Y N N/A
of phrase-fragments

Staff is polite and maintains a gracious tone and appropriate

Service Courtesy & Manners Y N N/A
pace throughout the interaction

Staff readily smiles and maintains an engaging expression Service Courtesy & Manners Y N N/A

Staff makes eye contact and keeps focus on the guest Service Courtesy & Manners Y N N/A

Graciousness,
Staff exhibits a genuine sense of interest and concern for
Service Thoughtfulness & Sense of Y N N/A
the guest
Personalized Service

Graciousness,
Staff is thoughtful and intuitive, demonstrating anticipatory
Service Thoughtfulness & Sense of Y N N/A
service when appropriate and helpful
Personalized Service

Graciousness,
Cross-departmental channels of communication among
Service Thoughtfulness & Sense of Y N N/A
staff are consistent and complete
Personalized Service

Staff performs the requirements of their department

knowledgeably and proficiently. Staff can capably answer Technical Execution, Skill &
Service Y N N/A
questions about the entire hotel or obtains effective and Knowledge
prompt assistance

Staff consistently and respectfully personalizes interactions, Graciousness,

addressing the guest in accordance with their preference, if Service Thoughtfulness & Sense of Y N N/A
known Personalized Service

Staff closes interactions with polite, appropriate remarks Service Courtesy & Manners Y N N/A

All staff encountered are wearing clean and well-fitted

Service Staff Appearance Y N N/A
uniforms

Staff’s appearance is consistent with the property style and

Service Staff Appearance Y N N/A
demonstrates a strong sense of personal care and hygiene

Staff maintains alert posture and behaves professionally in

Service Staff Appearance Y N N/A
view of the guest

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 STANDARD TAG CLASSIFICATION ANSWER

Graciousness,
Staff does not decline any request without offering
Service Thoughtfulness & Sense of Y N N/A
appropriate alternatives
Personalized Service

Guests are greeted curbside within 30 seconds of arriving Service Efficiency Y N N/A

If hotel transportation service is utilized, the appearance and

Service Courtesy & Manners Y N N/A
hospitality skills of the staff are professional and courteous

Guest Comfort &

Luggage assistance is immediately offered curbside Service Y N N/A
Convenience

The guest is escorted or directed to the appropriate Guest Comfort &

Service Y N N/A
registration area Convenience

Time from arriving at reception area until registration is

Service Efficiency Y N N/A
complete does not exceed five minutes

Special requests or reservations made in connection to the

Technical Execution, Skill &
hotel booking are confirmed during registration or upon Service Y N N/A
Knowledge
entering guest room

All details of the reservation are accurate; departure date is Technical Execution, Skill &
Service Y N N/A
confirmed during registration Knowledge

Graciousness,
The guest is offered an escort to their room Service Thoughtfulness & Sense of Y N N/A
Personalized Service

Luggage service is secure, seamless and does not require

Guest Comfort &
the guest to identify or prompt for luggage at any time once Service Y N N/A
Convenience
a hotel staff member has collected it

Staff automatically arranges luggage in a convenient Guest Comfort &

Service Y N N/A
manner, using a rack or dedicated storage space Convenience

Luggage arrives within 10 minutes of registration

Service Efficiency Y N N/A
completion

Orientation to the hotel is helpful, consisting of relevant Guest Comfort &

Service Y N N/A
details and/or personalized information Convenience

Staff provides helpful information about the guest room that Guest Comfort &
Service Y N N/A
might otherwise be overlooked or confusing Convenience

If guest room is not ready beyond hotel's check-in time, staff

makes thoughtful suggestions to ensure the guest's comfort Guest Comfort &
Service Y N N/A
while they wait, and an estimated wait time is made known Convenience
and honored within 15 minutes

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 STANDARD TAG CLASSIFICATION ANSWER

The service is handled without excessive delays or

Service Efficiency Y N N/A
interruptions

2023 Hotel Service Standards | All Sections - All Classifications 6

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 2023 Hotel Standards by Section
Departure Service

STANDARD TAG CLASSIFICATION ANSWER

Guest Comfort &

Telephone conversation is calm and clear Service Y N N/A
Convenience

Staff politely acknowledges the guest when appropriate and

Service Courtesy & Manners Y N N/A
reasonably possible

Staff is highly articulate and avoids slang and excessive use

Service Courtesy & Manners Y N N/A
of phrase-fragments

Staff is polite and maintains a gracious tone and

Service Courtesy & Manners Y N N/A
appropriate pace throughout the interaction

Staff readily smiles and maintains an engaging expression Service Courtesy & Manners Y N N/A

Staff makes eye contact and keeps focus on the guest Service Courtesy & Manners Y N N/A

Graciousness,
Staff exhibits a genuine sense of interest and concern for
Service Thoughtfulness & Sense of Y N N/A
the guest
Personalized Service

Graciousness,
Staff is thoughtful and intuitive, demonstrating anticipatory
Service Thoughtfulness & Sense of Y N N/A
service when appropriate and helpful
Personalized Service

Staff performs the requirements of their department

knowledgeably and proficiently. Staff can capably answer Technical Execution, Skill &
Service Y N N/A
questions about the entire hotel or obtains effective and Knowledge
prompt assistance

Staff consistently and respectfully personalizes Graciousness,

interactions, addressing the guest in accordance with their Service Thoughtfulness & Sense of Y N N/A
preference, if known Personalized Service

Staff closes interactions with polite, appropriate remarks Service Courtesy & Manners Y N N/A

All staff encountered are wearing clean and well-fitted

Service Staff Appearance Y N N/A
uniforms

Staff’s appearance is consistent with the property style and

Service Staff Appearance Y N N/A
demonstrates a strong sense of personal care and hygiene

Staff maintains alert posture and behaves professionally in

Service Staff Appearance Y N N/A
view of the guest

2023 Hotel Service Standards | All Sections - All Classifications 7

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 STANDARD TAG CLASSIFICATION ANSWER

If hotel transportation service is utilized, the appearance

and hospitality skills of the staff are professional and Service Courtesy & Manners Y N N/A
courteous

Channels of communication among staff are consistent and Graciousness,

complete - one does not have to fully repeat themselves Service Thoughtfulness & Sense of Y N N/A
and requests are conveyed to the appropriate staff Personalized Service

Graciousness,
Staff does not decline any request without offering
Service Thoughtfulness & Sense of Y N N/A
appropriate alternatives
Personalized Service

Bellman arrives within eight minutes of departure

assistance request; or within five minutes of pre-arranged Service Efficiency Y N N/A
luggage pick-up time

Time spent settling the folio does not exceed five minutes Service Efficiency Y N N/A

Luggage service is secure, seamless and does not require

Guest Comfort &
the guest to identify or prompt for luggage at any time once Service Y N N/A
Convenience
a hotel staff member has collected it from the room

Staff accepting payment specifically thanks the guest and

Service Courtesy & Manners Y N N/A
closes the interaction with a polite and appropriate remark

Graciousness,
Staff proactively inquires about transportation needs Service Thoughtfulness & Sense of Y N N/A
Personalized Service

The guest is invited to review their folio, either digitally or Guest Comfort &
Service Y N N/A
printed, prior to processing Convenience

Guest Comfort &

If a printed folio is provided, a folder or envelope is offered Service Y N N/A
Convenience

If an emailed folio is requested, it is delivered within one

Service Efficiency Y N N/A
hour

Technical Execution, Skill &

The final folio is accurate and easy to read Service Y N N/A
Knowledge

If applicable, posting/charge errors called to the attention of Graciousness,

the staff are quickly and discreetly rectified with words of Service Thoughtfulness & Sense of Y N N/A
apology Personalized Service

There will be no unexpected charges posted to the folio;

Guest Comfort &
guests must have been advised in some obvious manner of Service Y N N/A
Convenience
all charges

2023 Hotel Service Standards | All Sections - All Classifications 8

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 STANDARD TAG CLASSIFICATION ANSWER

The service is handled without excessive delays or

Service Efficiency Y N N/A
interruptions

2023 Hotel Service Standards | All Sections - All Classifications 9

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 2023 Hotel Standards by Section
Guest Service

STANDARD TAG CLASSIFICATION ANSWER

Guest Comfort &

Telephone conversation is calm and clear Service Y N N/A
Convenience

Staff politely acknowledges the guest when appropriate and

Service Courtesy & Manners Y N N/A
reasonably possible

Staff is highly articulate and avoids slang and excessive use

Service Courtesy & Manners Y N N/A
of phrase-fragments

Staff is polite and maintains a gracious tone and

Service Courtesy & Manners Y N N/A
appropriate pace throughout the interaction

Staff readily smiles and maintains an engaging expression Service Courtesy & Manners Y N N/A

Staff makes eye contact and keeps focus on the guest Service Courtesy & Manners Y N N/A

Graciousness,
When appropriate, staff asks guiding questions to ascertain
Service Thoughtfulness & Sense of Y N N/A
the guest's preferences
Personalized Service

Staff exhibits a genuine sense of interest and concern for Graciousness,

the guest and/or demonstrates anticipatory service when Service Thoughtfulness & Sense of Y N N/A
appropriate and helpful Personalized Service

Graciousness,
Cross-departmental channels of communication among
Service Thoughtfulness & Sense of Y N N/A
staff are consistent and complete
Personalized Service

Staff performs the requirements of their department

knowledgeably and proficiently. Staff can capably answer Technical Execution, Skill &
Service Y N N/A
questions about the entire hotel or obtains effective and Knowledge
prompt assistance

Staff consistently and respectfully personalizes Graciousness,

interactions, addressing the guest in accordance with their Service Thoughtfulness & Sense of Y N N/A
preference, if known Personalized Service

Staff closes interactions with a polite, appropriate remark Service Courtesy & Manners Y N N/A

Staff encountered are wearing clean and well-fitted

Service Staff Appearance Y N N/A
uniforms

Staff’s appearance is consistent with the property style and

Service Staff Appearance Y N N/A
demonstrates a strong sense of personal care and hygiene

2023 Hotel Service Standards | All Sections - All Classifications 10

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 STANDARD TAG CLASSIFICATION ANSWER

Staff maintains alert posture and behaves professionally in

Service Staff Appearance Y N N/A
view of the guest

Staff responds to or confirms in-house requests within two

Service Efficiency Y N N/A
hours

Staff responds to or confirms pre-arrival requests within 24

Service Efficiency Y N N/A
hours

Staff exhibits local expertise by providing thorough detail Technical Execution, Skill &
Service Y N N/A
and first-hand knowledge Knowledge

When appropriate, staff effectively provides directions and Technical Execution, Skill &
Service Y N N/A
transportation options Knowledge

Property offers high quality and curated experiences,

Service Sense of Luxury Y N N/A
itineraries or activities

Technical Execution, Skill &

All non-digital collateral is professionally presented Service Y N N/A
Knowledge

Graciousness,
Staff does not decline any request without offering
Service Thoughtfulness & Sense of Y N N/A
appropriate alternatives
Personalized Service

The service is handled without excessive delays or

Service Efficiency Y N N/A
interruptions

2023 Hotel Service Standards | All Sections - All Classifications 11

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 2023 Hotel Standards by Section
Digital Services

STANDARD TAG CLASSIFICATION ANSWER

The hotel's website is notable in design and consistent

Service Sense of Luxury Y N N/A
with the property and/or brand

The hotel's website is intuitive and seamless to navigate Service Guest Comfort & Convenience Y N N/A

Content on the hotel website is current, free of errors and Technical Execution, Skill &
Service Y N N/A
grammatically correct Knowledge

An online hotel booking engine or mobile application is

Service Guest Comfort & Convenience Y N N/A
available

Booking engine is convenient and allows the guest to filter

Service Guest Comfort & Convenience Y N N/A
room results

Booking engine offers a rate and availability calendar Service Guest Comfort & Convenience Y N N/A

Rate types and inclusions are clearly and conveniently Technical Execution, Skill &
Service Y N N/A
described during the online booking process Knowledge

Online room descriptions are helpful, with accurate photos Technical Execution, Skill &
Service Y N N/A
of the bedroom, bathroom and any living spaces included Knowledge

It is possible to add special requests to the reservation

Service Guest Comfort & Convenience Y N N/A
before the booking is processed online

The deposit and cancellation policy is prominently Technical Execution, Skill &
Service Y N N/A
explained before the booking is processed online Knowledge

Technical Execution, Skill &

For online bookings, confirmation is immediate Service Y N N/A
Knowledge

Bookings made through the property website can be

Service Guest Comfort & Convenience Y N N/A
amended or cancelled online

Hotel booking details are accurately reflected in the email Technical Execution, Skill &
Service Y N N/A
confirmation Knowledge

Graciousness, Thoughtfulness
All email communications are personalized Service & Sense of Personalized Y N N/A
Service

All email communications are professionally formatted Technical Execution, Skill &
Service Y N N/A
and accurately reflect the property and/or brand Knowledge

2023 Hotel Service Standards | All Sections - All Classifications 12

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 STANDARD TAG CLASSIFICATION ANSWER

Staff is articulate and courteous when corresponding with

Service Courtesy & Manners Y N N/A
the guest via email

General email inquiries are acknowledged within 24 hours Service Efficiency Y N N/A

All text message communications are polite, professional

Service Courtesy & Manners Y N N/A
and consistent with the property style

Text messages are answered within three minutes Service Efficiency Y N N/A

When guest requests are made through digital technology,

Service Guest Comfort & Convenience Y N N/A
the functionality is intuitive and convenient

All service automation functions seamlessly and as

Service Guest Comfort & Convenience Y N N/A
expected

Non-digital alternatives are available for any service

Service Guest Comfort & Convenience Y N N/A
automation technologies provided

2023 Hotel Service Standards | All Sections - All Classifications 13

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 2023 Hotel Standards by Section
Fitness Facility

STANDARD TAG CLASSIFICATION ANSWER

Courtesy &
If present, staff in the fitness center is professional and courteous Service Y N N/A
Manners

Availability of personal training or fitness classes, whether virtual or

Service Wellness Y N N/A
in person, is made known

2023 Hotel Service Standards | All Sections - All Classifications 14

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 2023 Hotel Standards by Section
Casino Service

STANDARD TAG CLASSIFICATION ANSWER

Staff politely acknowledges the guest when appropriate and

Service Courtesy & Manners Y N N/A
reasonably possible

Staff readily smiles and maintains an engaging expression Service Courtesy & Manners Y N N/A

Staff makes eye contact and keeps focus on the guest Service Courtesy & Manners Y N N/A

Graciousness,
Staff exhibits a genuine sense of interest and concern for
Service Thoughtfulness & Sense of Y N N/A
the guest
Personalized Service

Staff performs the requirements of their department

knowledgeably and proficiently. Staff can capably answer Technical Execution, Skill &
Service Y N N/A
questions about the entire hotel or obtains effective and Knowledge
prompt assistance

Staff closes interactions with polite, appropriate remarks Service Courtesy & Manners Y N N/A

All staff encountered are wearing clean and well-fitted

Service Staff Appearance Y N N/A
uniforms

Staff’s appearance is consistent with the property style and

Service Staff Appearance Y N N/A
demonstrates a strong sense of personal care and hygiene

Staff maintains alert posture and behaves professionally in

Service Staff Appearance Y N N/A
view of the guest

When playing in the $1 slot area, the guest is approached for

Service Efficiency Y N N/A
drink service within 20 minutes

After ordering, beverages are served in 10 minutes Service Efficiency Y N N/A

When playing a table game, the guest is approached for

Service Efficiency Y N N/A
drink service within 15 minutes

After ordering, beverages are served in 10 minutes Service Efficiency Y N N/A

When playing a table game, staff provides assistance in a

Service Courtesy & Manners Y N N/A
warm and hospitable manner

2023 Hotel Service Standards | All Sections - All Classifications 15

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 2023 Hotel Standards by Section
Guest Service Request

STANDARD TAG CLASSIFICATION ANSWER

Guest Comfort &

Telephone conversation is calm and clear Service Y N N/A
Convenience

Staff is highly articulate and avoids slang and excessive use

Service Courtesy & Manners Y N N/A
of phrase-fragments

Staff is polite and maintains a gracious tone and

Service Courtesy & Manners Y N N/A
appropriate pace throughout the interaction

Staff readily smiles and maintains an engaging expression Service Courtesy & Manners Y N N/A

Staff makes eye contact and keeps focus on the guest Service Courtesy & Manners Y N N/A

Graciousness,
Staff exhibits a genuine sense of interest and concern for
Service Thoughtfulness & Sense of Y N N/A
the guest and/or demonstrates anticipatory service
Personalized Service

Graciousness,
Cross-departmental channels of communication among
Service Thoughtfulness & Sense of Y N N/A
staff are consistent and complete
Personalized Service

Staff performs the requirements of their department

knowledgeably and proficiently. Staff can capably answer Technical Execution, Skill &
Service Y N N/A
questions about the entire hotel or obtains effective and Knowledge
prompt assistance

Staff consistently and respectfully personalizes Graciousness,

interactions, addressing the guest in accordance with their Service Thoughtfulness & Sense of Y N N/A
preference, if known Personalized Service

All interactions are closed politely and appropriately Service Courtesy & Manners Y N N/A

All staff encountered are wearing clean and well-fitted

Service Staff Appearance Y N N/A
uniforms

Staff’s appearance is consistent with the property style and

Service Staff Appearance Y N N/A
demonstrates a strong sense of personal care and hygiene

Staff maintains alert posture and behaves professionally in

Service Staff Appearance Y N N/A
view of the guest

Graciousness,
Staff does not decline any request without offering
Service Thoughtfulness & Sense of Y N N/A
appropriate alternatives
Personalized Service

2023 Hotel Service Standards | All Sections - All Classifications 16

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 STANDARD TAG CLASSIFICATION ANSWER

Staff arrives to the room within 10 minutes unless advised

Service Efficiency Y N N/A
otherwise

Requested items delivered to the room are elegantly

Service Sense of Luxury Y N N/A
presented

Folded items are returned with luxurious presentation Service Sense of Luxury Y N N/A

Hanging items are neatly returned on high quality hangers,

Service Sense of Luxury Y N N/A
with non-slip inserts for trousers

The items provided are high quality and meet the guest's Technical Execution, Skill &
Service Y N N/A
needs Knowledge

The service is handled without excessive delays or

Service Efficiency Y N N/A
interruptions

2023 Hotel Service Standards | All Sections - All Classifications 17

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 2023 Hotel Standards by Section
Housekeeping Daily Service

STANDARD TAG CLASSIFICATION ANSWER

The bathroom floor is thoroughly cleaned Service Cleanliness & Condition Y N N/A

All bathroom fixtures are thoroughly cleaned Service Cleanliness & Condition Y N N/A

Bathroom appointments such as mirrors, shelves, etc. are

Service Cleanliness & Condition Y N N/A
thoroughly cleaned

All used bathroom linens and robes are removed and neatly
Technical Execution,
replaced unless the guest opts into an environmental preference Service Y N N/A
Skill & Knowledge
program

All fresh bathroom linens are clean and in excellent condition Service Cleanliness & Condition Y N N/A

Guest Comfort &

Toiletries and cosmetics are neatly arranged Service Y N N/A
Convenience

High quality underliners are used for toiletries on vanity or

Service Sense of Luxury Y N N/A
counter surfaces, but not under items on narrow shelves

Small appliances provided by the hotel have their cords (i.e.

Guest Comfort &
hairdryer, iron, etc.) neatly coiled and appliances are tidily Service Y N N/A
Convenience
arranged in a convenient location

End sheets of toilet tissue are neatly pointed or similarly cared Guest Comfort &
Service Y N N/A
for Convenience

Bathroom amenities are sufficiently supplied to last until the

Guest Comfort &
next service. Any single-use amenity that is more than half Service Y N N/A
Convenience
depleted has a fresh product added

Debris is thoroughly removed from all areas of the bedroom floor Service Cleanliness & Condition Y N N/A

Any significant dust, debris or spillage on furniture surfaces is

Service Cleanliness & Condition Y N N/A
thoroughly cleaned

Following daily service, all bed linens are completely clean and in
exceptional condition unless the guest opts into an Service Cleanliness & Condition Y N N/A
environmental preference program

The bed is tightly and attractively remade with decorative Technical Execution,
Service Y N N/A
elements replaced Skill & Knowledge

If the guest opts into an environmental preference program, their Technical Execution,
Service Y N N/A
requests are honored Skill & Knowledge

2023 Hotel Service Standards | All Sections - All Classifications 18

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 STANDARD TAG CLASSIFICATION ANSWER

Wastebaskets and ashtrays throughout the bedroom and

Service Cleanliness & Condition Y N N/A
bathroom are emptied/cleaned

Soiled in-room dining serviceware, trays or trolleys are removed Technical Execution,
Service Y N N/A
from the room and not left in the corridor Skill & Knowledge

If used, glassware, silver or china in the room is thoroughly

Service Cleanliness & Condition Y N N/A
cleaned

If provided complimentary, food and beverage amenities are Guest Comfort &
Service Y N N/A
freshened and/or replaced as necessary Convenience

If applicable, items consumed from the minibar are replaced at Guest Comfort &
Service Y N N/A
some point during the day Convenience

If ice had been provided in the ice bucket, ice bucket is drained Guest Comfort &
Service Y N N/A
and cleaned, or completely refreshed Convenience

Clothing left around the room is neatly folded or draped and left Guest Comfort &
Service Y N N/A
within immediate guest view Convenience

Shoes left out in the room are paired and neatly placed near Guest Comfort &
Service Y N N/A
where the guest had left them, out of high traffic areas Convenience

Personal guest belongings, other than clothing or toiletries, are Guest Comfort &
Service Y N N/A
not substantially disturbed and no guest belongings are missing Convenience

Personal guest belongings, other than clothing or toiletries, are

Service Sense of Luxury Y N N/A
handled in a noteworthy manner

Technical Execution,
Magazines and newspapers are neatly compiled and arranged Service Y N N/A
Skill & Knowledge

Hotel collateral such as service directories, in-room dining Guest Comfort &
Service Y N N/A
menus, corporate directories, etc. are neatly arranged Convenience

TVs are turned off or set to a dedicated welcome channel,

Guest Comfort &
furniture throughout the room is neatly straightened and closet Service Y N N/A
Convenience
and cupboard doors are closed

All window treatments are opened, if appropriate, have a Guest Comfort &
Service Y N N/A
symmetrical appearance and are uniform day-to-day Convenience

Depleted complimentary room amenities are replenished, such Guest Comfort &
Service Y N N/A
as notepads, pens and laundry kits Convenience

Burned out light bulbs or other malfunctioning equipment is Guest Comfort &
Service Y N N/A
replaced/repaired Convenience

2023 Hotel Service Standards | All Sections - All Classifications 19

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 STANDARD TAG CLASSIFICATION ANSWER

The room has an extremely fresh, comfortable atmosphere when

Service Wellness Y N N/A
the guest returns

Daily service is provided in a timely, convenient and discreet Guest Comfort &
Service Y N N/A
manner so that the guest does not feel disturbed Convenience

If a room attendant, minibar attendant or technician is

encountered, they are very polite and professional. Their
Service Courtesy & Manners Y N N/A
appearance is consistent with the property style and
demonstrates a strong sense of personal care and hygiene

Technical Execution,
Security precautions are taken when staff is servicing rooms Service Y N N/A
Skill & Knowledge

Guest room corridors are kept neat and organized during daily Technical Execution,
Service Y N N/A
service Skill & Knowledge

2023 Hotel Service Standards | All Sections - All Classifications 20

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 2023 Hotel Standards by Section
Housekeeping Evening Service

STANDARD TAG CLASSIFICATION ANSWER

Evening service is provided automatically Service Sense of Luxury Y N N/A

Evening service is provided automatically or the guest is Guest Comfort &

Service Y N N/A
prominently invited to call to request service Convenience

Evening service is provided in a timely, convenient and discreet Guest Comfort &
Service Y N N/A
manner so that the guest does not feel disturbed Convenience

During evening service, an effort is made to set an appropriate

Service Wellness Y N N/A
atmosphere

During evening service, bedding is neatly prepared. If decorative Technical Execution,

Service Y N N/A
items are removed, they are discreetly stored Skill & Knowledge

During evening service, clothing left around the room is neatly Guest Comfort &
Service Y N N/A
folded or draped and left within immediate guest view Convenience

During evening service, shoes left out in the room are paired and
Guest Comfort &
neatly placed near where the guest had left them, out of high Service Y N N/A
Convenience
traffic areas

The bedroom is tidied, with significant debris removed from

Technical Execution,
floors and furnishings; wastebaskets are emptied and reading Service Y N N/A
Skill & Knowledge
materials are straightened

During evening service, the bathroom counter, sink, shower and

Service Cleanliness & Condition Y N N/A
tub are cleaned

Bedroom and bathroom amenities are sufficiently supplied to Guest Comfort &
Service Y N N/A
last until the next service Convenience

During evening service, toiletries and cosmetics are neatly Guest Comfort &
Service Y N N/A
arranged Convenience

High quality underliners are used for toiletries on vanity or

Service Sense of Luxury Y N N/A
counter surfaces, but not under items on narrow shelves

During evening service, used bathroom linens are removed and

Technical Execution,
neatly replaced, unless the guest chooses to participate in an Service Y N N/A
Skill & Knowledge
environmental preference program

All fresh bathroom linens are clean and in excellent condition Service Cleanliness & Condition Y N N/A

If the guest opts into an environmental preference program, their Technical Execution,
Service Y N N/A
requests are honored Skill & Knowledge

2023 Hotel Service Standards | All Sections - All Classifications 21

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 STANDARD TAG CLASSIFICATION ANSWER

If a housekeeping evening service attendant is encountered, they

are very polite and professional. Their appearance is consistent
Service Courtesy & Manners Y N N/A
with the property style and demonstrates a strong sense of
personal care and hygiene

2023 Hotel Service Standards | All Sections - All Classifications 22

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 2023 Hotel Standards by Section
Guest Room

STANDARD TAG CLASSIFICATION ANSWER

Upon arrival, the room has an extremely fresh, comfortable

Service Wellness Y N N/A
atmosphere

Guest Comfort &

A specific welcome gift or amenity is provided during the visit Service Y N N/A
Convenience

If provided, the welcome amenity is of extremely high quality and

Service Sense of Luxury Y N N/A
distinctive in presentation

Hotel collateral is accurate and grammatically correct; if provided, Guest Comfort &
Service Y N N/A
magazines are current Convenience

If provided, clocks display the time of day within two minutes of

Guest Comfort &
the time confirmed by the global time clock and prior alarms are Service Y N N/A
Convenience
cleared

Guest Comfort &

Placement of bathroom amenities is convenient and careful Service Y N N/A
Convenience

Guest Comfort &

Placement of bathroom linens is convenient and careful Service Y N N/A
Convenience

The guest is exceptionally comfortable in this room Service Sense of Luxury Y N N/A

2023 Hotel Service Standards | All Sections - All Classifications 23

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 2023 Hotel Standards by Section
Public Areas

STANDARD TAG CLASSIFICATION ANSWER

Telephone conversations are calm and clear Service Guest Comfort & Convenience Y N N/A

The guest is always asked permission before being placed

Service Courtesy & Manners Y N N/A
on hold

No telephone hold is longer than 30 seconds without

Service Courtesy & Manners Y N N/A
offering a call-back

Staff politely acknowledges the guest when appropriate

Service Courtesy & Manners Y N N/A
and reasonably possible

Staff is highly articulate and avoids slang and excessive

Service Courtesy & Manners Y N N/A
use of phrase-fragments

Staff is polite and maintains a gracious tone and

Service Courtesy & Manners Y N N/A
appropriate pace throughout the interaction

Staff readily smiles and maintains an engaging expression Service Courtesy & Manners Y N N/A

Staff makes eye contact and keeps focus on the guest Service Courtesy & Manners Y N N/A

Staff exhibits a genuine sense of interest and concern for Graciousness, Thoughtfulness
the guest and/or demonstrates anticipatory service when Service & Sense of Personalized Y N N/A
appropriate and helpful Service

Graciousness, Thoughtfulness
Cross-departmental channels of communication among
Service & Sense of Personalized Y N N/A
staff are consistent and complete
Service

Staff maintains alert posture and behaves professionally

Service Staff Appearance Y N N/A
in view of the guest

Staff can capably answer questions about the entire hotel Technical Execution, Skill &
Service Y N N/A
or obtains effective and prompt assistance Knowledge

Staff consistently and respectfully personalizes Graciousness, Thoughtfulness

interactions, addressing the guest in accordance with Service & Sense of Personalized Y N N/A
their preference, if known Service

Staff closes interactions with a polite, appropriate remark Service Courtesy & Manners Y N N/A

All staff encountered are wearing clean and well-fitted

Service Staff Appearance Y N N/A
uniforms

2023 Hotel Service Standards | All Sections - All Classifications 24

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 STANDARD TAG CLASSIFICATION ANSWER

Staff’s appearance is consistent with the property style

and demonstrates a strong sense of personal care and Service Staff Appearance Y N N/A
hygiene

Graciousness, Thoughtfulness
Staff does not decline any request without offering
Service & Sense of Personalized Y N N/A
appropriate alternatives
Service

If any negative issues encountered during the stay are Graciousness, Thoughtfulness
called to the attention of staff, these are quickly and Service & Sense of Personalized Y N N/A
discreetly rectified with words of apology Service

All services are handled without excessive delays Service Efficiency Y N N/A

Large groups or meetings are handled in a way that does

not interfere with the guest's visit or make them Service Guest Comfort & Convenience Y N N/A
uncomfortable at any point

Staff uniforms are exceptional in design and style Service Sense of Luxury Y N N/A

The hotel allows guests the ability to seamlessly continue

Service Wellness Y N N/A
health-conscious lifestyles during their stay, if desired

There is a strong sense of security throughout the

Service Wellness Y N N/A
property

2023 Hotel Service Standards | All Sections - All Classifications 25

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 2023 Hotel Standards by Section
Hotel Dining

STANDARD TAG CLASSIFICATION ANSWER

Staff politely acknowledges the guest when appropriate and

Service Courtesy & Manners Y N N/A
reasonably possible

If waiting is required, an estimated wait time is quoted. The

guest is seated no more than five minutes past the quoted Service Efficiency Y N N/A
time

Guest Comfort &

If waiting is required, a comfortable waiting area is available Service Y N N/A
Convenience

Staff is highly articulate and avoids slang and excessive use

Service Courtesy & Manners Y N N/A
of phrase-fragments

Staff is polite and maintains a gracious tone and appropriate

Service Courtesy & Manners Y N N/A
pace throughout the interaction

Staff readily smiles and maintains an engaging expression Service Courtesy & Manners Y N N/A

Staff makes eye contact and keeps focus on the guest Service Courtesy & Manners Y N N/A

Staff exhibits a genuine sense of interest and concern for the Graciousness,
guest and/or demonstrates anticipatory service when Service Thoughtfulness & Sense of Y N N/A
appropriate and helpful Personalized Service

Before taking the guest's order, staff inquires about dietary

restrictions, preferences or allergies or proactively Service Wellness Y N N/A
acknowledges these if previously made known

If dietary restrictions, preferences or allergies are made

known and a dish modification is required, staff appropriately Service Wellness Y N N/A
acknowledges these when serving the meal

It is not necessary to prompt staff, as they have anticipated Guest Comfort &
Service Y N N/A
all requirements and automatically provided or offered them Convenience

Channels of communication among staff are consistent and

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

Staff performs the requirements of their department

knowledgeably and proficiently. Staff can capably answer Technical Execution, Skill &
Service Y N N/A
questions about the entire hotel or obtains effective and Knowledge
prompt assistance

2023 Hotel Service Standards | All Sections - All Classifications 26

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 STANDARD TAG CLASSIFICATION ANSWER

Staff consistently and respectfully personalizes interactions, Graciousness,

addressing the guest in accordance with their preference, if Service Thoughtfulness & Sense of Y N N/A
known Personalized Service

Interactions are closed with polite, appropriate remarks Service Courtesy & Manners Y N N/A

All staff encountered are wearing clean and well-fitted

Service Staff Appearance Y N N/A
uniforms

Staff’s appearance is consistent with the property style and

Service Staff Appearance Y N N/A
demonstrates a strong sense of personal care and hygiene

Staff maintains alert posture and behaves professionally in

Service Staff Appearance Y N N/A
view of the guest

Graciousness,
Staff is discreet and unintrusive throughout the experience,
Service Thoughtfulness & Sense of Y N N/A
while remaining attentive
Personalized Service

Graciousness,
Staff does not decline any request without offering
Service Thoughtfulness & Sense of Y N N/A
appropriate alternatives
Personalized Service

The guest is escorted to their table and provided with chair Guest Comfort &
Service Y N N/A
assistance Convenience

Once the guest is seated, the table is politely greeted within

Service Efficiency Y N N/A
one minute

Refills or follow-up rounds are readily offered or provided

Service Efficiency Y N N/A
within one minute of the guest's beverage being fully empty

If asked for menu recommendations, staff can provide helpful Technical Execution, Skill &
Service Y N N/A
information Knowledge

Technical Execution, Skill &

Staff can helpfully discuss details of menu items Service Y N N/A
Knowledge

Technical Execution, Skill &

Staff can helpfully discuss beverage offerings Service Y N N/A
Knowledge

After ordering, cold breakfasts are served within seven

minutes and hot breakfasts within 10 minutes, unless Service Efficiency Y N N/A
advised otherwise by server

When applicable, the pace of the meal is consistent; the guest

does not have to wait or wonder when the next step of service Service Efficiency Y N N/A
will occur

2023 Hotel Service Standards | All Sections - All Classifications 27

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 STANDARD TAG CLASSIFICATION ANSWER

Menu and/or buffet includes at least two high quality health-

Service Wellness Y N N/A
conscious beverages

Menu and/or buffet offers a variety of nutritionally focused

Service Wellness Y N N/A
options; dietary restrictions are considered

Menu and/or buffet provides an exceptional variety, including

Service Sense of Luxury Y N N/A
concept-driven specialty dishes

Hot foods and beverages are hot when served; cold foods
Service Food & Beverage Quality Y N N/A
and beverages are chilled

Foods and beverages are fresh and use high quality

Service Wellness Y N N/A
ingredients

Foods are flavorful and well-seasoned/balanced Service Food & Beverage Quality Y N N/A

Portions are appropriate Service Food & Beverage Quality Y N N/A

Food presentation is precise and carefully plated Service Food & Beverage Quality Y N N/A

Cooking is done properly and as requested Service Food & Beverage Quality Y N N/A

All items ordered are served accurately and server does not Technical Execution, Skill &
Service Y N N/A
have to ask who ordered what Knowledge

Condiments are elegantly presented Service Sense of Luxury Y N N/A

If a buffet, the traffic flow is convenient. There are ample Guest Comfort &
Service Y N N/A
dishes and utensils for self-service Convenience

If a buffet, the food is well-stocked, fresh and appetizing in

overall appearance. There are not any dishes more than one-
Service Food & Beverage Quality Y N N/A
quarter empty and there are not any juice pitchers more than
half empty

If a buffet, the presentation is exceptionally eye appealing

Service Sense of Luxury Y N N/A
and inviting

If a buffet, there is an a la minute option for individual Guest Comfort &

Service Y N N/A
preparation of egg dishes and/or other hot foods Convenience

If a buffet, all appropriate dishes are clearly and elegantly Guest Comfort &
Service Y N N/A
labeled Convenience

It is possible to receive a selection of specialty coffees and Guest Comfort &

Service Y N N/A
teas at any time Convenience

2023 Hotel Service Standards | All Sections - All Classifications 28

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 STANDARD TAG CLASSIFICATION ANSWER

Coffee and tea service is presented in a refined manner Service Sense of Luxury Y N N/A

Technical Execution, Skill &

All proper cutlery is provided Service Y N N/A
Knowledge

Technical Execution, Skill &

Removal of soiled dishes is convenient Service Y N N/A
Knowledge

The presentation of the bill is prompt Service Efficiency Y N N/A

Technical Execution, Skill &

The bill is accurate Service Y N N/A
Knowledge

The dining room exhibits a well-organized and professional Technical Execution, Skill &
Service Y N N/A
appearance; tables are uniformly set Knowledge

Vacated tables are cleared within five minutes Service Efficiency Y N N/A

The dining environment is comfortable, temperature is

Guest Comfort &
appropriate and if a sound system is used, the volume is Service Y N N/A
Convenience
appropriate

The seating and table arrangement are comfortable, including Guest Comfort &
Service Y N N/A
ample tabletop space Convenience

The service is handled without excessive delays or

Service Efficiency Y N N/A
interruptions

2023 Hotel Service Standards | All Sections - All Classifications 29

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 2023 Hotel Standards by Section
Bar/Lounge Service

STANDARD TAG CLASSIFICATION ANSWER

Staff is highly articulate and avoids slang and excessive use

Service Courtesy & Manners Y N N/A
of phrase-fragments

Staff is polite and maintains a gracious tone and appropriate

Service Courtesy & Manners Y N N/A
pace throughout the interaction

Staff readily smiles and maintains an engaging expression Service Courtesy & Manners Y N N/A

Staff makes eye contact and keeps focus on the guest Service Courtesy & Manners Y N N/A

Staff exhibits a genuine sense of interest and concern for the Graciousness,
guest and/or demonstrates anticipatory service when Service Thoughtfulness & Sense of Y N N/A
appropriate and helpful Personalized Service

It is not necessary to prompt staff, as they have anticipated Guest Comfort &
Service Y N N/A
all requirements and automatically provided or offered them Convenience

Server can helpfully discuss details of beverages and bar Technical Execution, Skill &
Service Y N N/A
offerings and provide appropriate recommendations, if asked Knowledge

Staff performs the requirements of their department

knowledgeably and proficiently. Staff can capably answer Technical Execution, Skill &
Service Y N N/A
questions about the entire hotel or obtains effective and Knowledge
prompt assistance

Staff consistently and respectfully personalizes interactions, Graciousness,

addressing the guest in accordance with their preference, if Service Thoughtfulness & Sense of Y N N/A
known Personalized Service

Staff closes interactions with polite, appropriate remarks Service Courtesy & Manners Y N N/A

All staff encountered are wearing clean and well-fitted

Service Staff Appearance Y N N/A
uniforms

Staff’s appearance is consistent with the property style and

Service Staff Appearance Y N N/A
demonstrates a strong sense of personal care and hygiene

Staff maintains alert posture and behaves professionally in

Service Staff Appearance Y N N/A
view of the guest

Graciousness,
Staff is discreet and unintrusive throughout the experience,
Service Thoughtfulness & Sense of Y N N/A
while remaining attentive
Personalized Service

2023 Hotel Service Standards | All Sections - All Classifications 30

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 STANDARD TAG CLASSIFICATION ANSWER

Graciousness,
Staff does not decline any request without offering
Service Thoughtfulness & Sense of Y N N/A
appropriate alternatives
Personalized Service

Once the guest is seated, they are greeted within one minute Service Efficiency Y N N/A

First drinks are served within five minutes of ordering at a

table, or four minutes of ordering at the bar counter, unless Service Efficiency Y N N/A
otherwise advised by server

Follow-up rounds are discreetly offered within one minute of

Service Efficiency Y N N/A
glass being empty

All items ordered are served accurately and server does not Technical Execution, Skill &
Service Y N N/A
have to ask who ordered what Knowledge

Wine by the glass service includes demonstration of the Technical Execution, Skill &
Service Y N N/A
label and pouring at the table Knowledge

Graciousness,
Wine by the glass service includes an offer of a tasting
Service Thoughtfulness & Sense of Y N N/A
sample
Personalized Service

Mixed drinks/cocktails are dynamically interesting and/or

Service Sense of Luxury Y N N/A
photogenic

Beverages will be served in high quality glassware

Service Sense of Luxury Y N N/A
completely appropriate to the drink

Beverages are served at appropriate temperatures Service Food & Beverage Quality Y N N/A

Beverage pours/portions are appropriate Service Food & Beverage Quality Y N N/A

Mixed drinks and cocktails are correctly prepared and well-

Service Food & Beverage Quality Y N N/A
balanced

Technical Execution, Skill &

Staff attentively maintains tabletop/bar counter area Service Y N N/A
Knowledge

Beverage menu includes an exceptional and interesting

Guest Comfort &
variety of top-quality liquors and beers. Wines by the glass Service Y N N/A
Convenience
are also listed

At least three well-chosen and diverse red wines, three white

wines and one Champagne/sparkling wine are available by Service Sense of Luxury Y N N/A
the glass

Menu includes an exceptional specialty offering Service Sense of Luxury Y N N/A

2023 Hotel Service Standards | All Sections - All Classifications 31

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 STANDARD TAG CLASSIFICATION ANSWER

If provided, beverage menu features at least two high quality

Service Wellness Y N N/A
non-alcoholic beverage options

Guest Comfort &

At least one fresh snack is offered with the drinks Service Y N N/A
Convenience

If provided, snacks are of extremely high quality and

Service Sense of Luxury Y N N/A
distinctive in presentation

Guest Comfort &

If snacks are served, napkins are provided Service Y N N/A
Convenience

All drinks are served on distinctive coasters Service Sense of Luxury Y N N/A

The bar/lounge exhibits a well-organized and professional Technical Execution, Skill &
Service Y N N/A
appearance; tables are uniformly set Knowledge

Vacated spaces are cleared within three minutes at the bar

Service Efficiency Y N N/A
counter or within five minutes at a table

The lounge environment is very comfortable, including

Service Wellness Y N N/A
appropriate temperature, and the air is fresh

The seating arrangement is completely comfortable and Guest Comfort &

Service Y N N/A
adequately distanced from service traffic and other guests Convenience

Music and/or entertainment are provided in a style

Guest Comfort &
appropriate to the bar/lounge setting; volume and sound Service Y N N/A
Convenience
quality are comfortable

The bill is conveniently and discreetly presented and Guest Comfort &
Service Y N N/A
collected Convenience

Technical Execution, Skill &

The bill is accurate Service Y N N/A
Knowledge

2023 Hotel Service Standards | All Sections - All Classifications 32

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 2023 Hotel Standards by Section
In Room Dining

STANDARD TAG CLASSIFICATION ANSWER

Guest Comfort &

Telephone conversation is calm and clear Service Y N N/A
Convenience

Staff is highly articulate and avoids slang and excessive use

Service Courtesy & Manners Y N N/A
of phrase-fragments

Staff is polite and maintains a gracious tone and

Service Courtesy & Manners Y N N/A
appropriate pace throughout the interaction

Staff readily smiles and maintains an engaging expression Service Courtesy & Manners Y N N/A

Staff makes eye contact and keeps focus on the guest Service Courtesy & Manners Y N N/A

Staff exhibits a genuine sense of interest and concern for Graciousness,

the guest and/or demonstrates anticipatory service when Service Thoughtfulness & Sense of Y N N/A
appropriate and helpful Personalized Service

Ordertaker inquires about dietary restrictions, preferences or

allergies or proactively acknowledges these if previously Service Wellness Y N N/A
made known

If dietary restrictions, preferences or allergies are made

known and a dish modification is required, staff Service Wellness Y N N/A
appropriately acknowledges these when serving the meal

It is not necessary to prompt staff, as they have anticipated Guest Comfort &
Service Y N N/A
all requirements and automatically provided or offered them Convenience

Graciousness,
Cross-departmental channels of communication among
Service Thoughtfulness & Sense of Y N N/A
staff are consistent and complete
Personalized Service

Staff performs the requirements of their department

knowledgeably and proficiently. Staff can capably answer Technical Execution, Skill &
Service Y N N/A
questions about the entire hotel or obtains effective and Knowledge
prompt assistance

Staff consistently and respectfully personalizes Graciousness,

interactions, addressing the guest in accordance with their Service Thoughtfulness & Sense of Y N N/A
preference, if known Personalized Service

Staff closes interactions with polite, appropriate remarks Service Courtesy & Manners Y N N/A

All staff encountered are wearing clean and well-fitted

Service Staff Appearance Y N N/A
uniforms

2023 Hotel Service Standards | All Sections - All Classifications 33

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 STANDARD TAG CLASSIFICATION ANSWER

Staff’s appearance is consistent with the property style and

Service Staff Appearance Y N N/A
demonstrates a strong sense of personal care and hygiene

Staff maintains alert posture and behaves professionally in

Service Staff Appearance Y N N/A
view of the guest

Graciousness,
Staff does not decline any request without offering
Service Thoughtfulness & Sense of Y N N/A
appropriate alternatives
Personalized Service

Menu includes at least two high quality health-conscious

Service Wellness Y N N/A
beverages

Menu offers a variety of nutritionally focused options;

Service Wellness Y N N/A
dietary restrictions are considered

Menu provides an exceptional variety, including concept-

Service Sense of Luxury Y N N/A
driven specialty dishes

Ordertaker can helpfully discuss details of foods and Technical Execution, Skill &
Service Y N N/A
beverages Knowledge

Estimated delivery time is quoted and order is received

Service Efficiency Y N N/A
within five minutes of that time, not earlier or later

Lunch and dinner are served within 40 minutes; breakfast is

Service Efficiency Y N N/A
served within 30 minutes

Staff conveniently sets the table so the meal is ready to Guest Comfort &
Service Y N N/A
begin; all serviceware is neatly arranged Convenience

If in-room service is provided, beverages are opened and Guest Comfort &
Service Y N N/A
poured in the room Convenience

Graciousness,
If in-room service is provided, wine by the glass is
Service Thoughtfulness & Sense of Y N N/A
presented in a bottle and poured in the room
Personalized Service

If in-room service is provided, chair(s) is brought to the Guest Comfort &

Service Y N N/A
table and the seating arrangement is fully comfortable Convenience

Food presentation is precise and carefully plated Service Food & Beverage Quality Y N N/A

Hot foods and beverages are hot when served; frozen items
Service Food & Beverage Quality Y N N/A
are firm at the time of consumption

Foods and beverages are fresh and use high quality

Service Wellness Y N N/A
ingredients

2023 Hotel Service Standards | All Sections - All Classifications 34

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 STANDARD TAG CLASSIFICATION ANSWER

Foods are flavorful and well-seasoned/balanced Service Food & Beverage Quality Y N N/A

Portions are appropriate Service Food & Beverage Quality Y N N/A

Cooking is executed properly and as requested Service Food & Beverage Quality Y N N/A

Technical Execution, Skill &

All ordered items are accurately served Service Y N N/A
Knowledge

Condiments are elegantly presented Service Sense of Luxury Y N N/A

It is possible to receive a selection of specialty coffees and Guest Comfort &

Service Y N N/A
teas at any time Convenience

Coffee and tea service is presented in a refined manner Service Sense of Luxury Y N N/A

Technical Execution, Skill &

All proper cutlery is provided Service Y N N/A
Knowledge

Removal of soiled dishes occurs within 12 minutes or within

Service Efficiency Y N N/A
five minutes of the pre-arranged time

When collecting the dishes, staff returns the room to its Guest Comfort &
Service Y N N/A
original appearance Convenience

The service is handled without excessive delays or

Service Efficiency Y N N/A
interruptions

2023 Hotel Service Standards | All Sections - All Classifications 35

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 2023 Hotel Standards by Section
Pool/Beach Service

STANDARD TAG CLASSIFICATION ANSWER

Staff politely acknowledges the guest when appropriate and

Service Courtesy & Manners Y N N/A
reasonably possible

Staff is highly articulate and avoids slang and excessive use

Service Courtesy & Manners Y N N/A
of phrase-fragments

Staff is polite and maintains a gracious tone and appropriate

Service Courtesy & Manners Y N N/A
pace throughout the interaction

Staff readily smiles and maintains an engaging expression Service Courtesy & Manners Y N N/A

Staff makes eye contact and keeps focus on the guest Service Courtesy & Manners Y N N/A

Graciousness,
Staff exhibits a genuine sense of interest and concern for
Service Thoughtfulness & Sense of Y N N/A
the guest
Personalized Service

It is not necessary to prompt staff, as they have anticipated Guest Comfort &
Service Y N N/A
all requirements and automatically provided or offered them Convenience

Staff performs the requirements of their department

knowledgeably and proficiently. Staff can capably answer Technical Execution, Skill &
Service Y N N/A
questions about the entire hotel or obtains effective and Knowledge
prompt assistance

Staff consistently and respectfully personalizes interactions, Graciousness,

addressing the guest in accordance with their preference, if Service Thoughtfulness & Sense of Y N N/A
known Personalized Service

Staff closes interactions with polite, appropriate remarks Service Courtesy & Manners Y N N/A

All staff encountered are wearing clean and well-fitted

Service Staff Appearance Y N N/A
uniforms

Staff’s appearance is consistent with the property style and

Service Staff Appearance Y N N/A
demonstrates a strong sense of personal care and hygiene

Staff maintains alert posture and behaves professionally in

Service Staff Appearance Y N N/A
view of the guest

Graciousness,
Staff does not decline any request without offering
Service Thoughtfulness & Sense of Y N N/A
appropriate alternatives
Personalized Service

2023 Hotel Service Standards | All Sections - All Classifications 36

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 STANDARD TAG CLASSIFICATION ANSWER

Graciousness,
The arriving guest is escorted to a chair, and set-up
Service Thoughtfulness & Sense of Y N N/A
assistance is provided or offered
Personalized Service

Once the guest is seated, water is proactively provided or

Service Wellness Y N N/A
offered within five minutes

During a 90-minute period in warm conditions, some sort of

Service Wellness Y N N/A
complimentary refreshment is proactively passed by staff

It is possible to conveniently obtain drinks and snacks by Guest Comfort &

Service Y N N/A
signaling the attention of a staff member. Convenience

Drinks are delivered within 10 minutes Service Efficiency Y N N/A

The pool area provides adequate sun protection measures,

Service Wellness Y N N/A
including shade options and sun protection products

The pool deck/beach exhibits a well-organized and

Technical Execution, Skill &
professional appearance; vacated loungers and used Service Y N N/A
Knowledge
serviceware are swiftly cleared

The guest is completely comfortable. There is adequate

Guest Comfort &
space and privacy. If children or groups of guests are Service Y N N/A
Convenience
present, it is possible to select chairs isolated from others

Poolside menu is available and offers an exceptional variety

Service Sense of Luxury Y N N/A
of food and beverages, including specialty items

Poolside menu offers a variety of nutritionally focused

Service Wellness Y N N/A
options; dietary restrictions are considered

Food and beverages have a distinctive presentation Service Sense of Luxury Y N N/A

All ordered items are fresh, flavorful and properly prepared Service Food & Beverage Quality Y N N/A

Technical Execution, Skill &

All ordered items are accurately served Service Y N N/A
Knowledge

Technical Execution, Skill &

The bill is accurate Service Y N N/A
Knowledge

The service is handled without excessive delays or

Service Efficiency Y N N/A
interruptions

2023 Hotel Service Standards | All Sections - All Classifications 37

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