Standards of Excellence™

Table of Contents

Phone Reservation (direct to hotel) 3

Internet Reservation (through hotel website) 4
Transfer - Arrival / Departure 5
Arrival at Hotel / Check-In 6
Arrival in Room 7
Departure from Room / Check-Out 8
External, Internal & Wake-Up Calls / Messages 9 – 10
Housekeeping 10 – 13
Concierge 13 – 14
Security 15
Guest Room 15 – 18
Bathroom 19 – 20
Public Areas 20 – 22
Business Centre / Pool 23
Fitness Center / Golf 24 – 25
Spa 25 – 29
In-Room Dining - Breakfast 29 – 30
In-Room Dining – Main Meal 31 – 32
Buffet Breakfast / Coffee Shop 32 – 34
 A la Carte / Coffee Shop – Main Meal 34 – 36
Signature Restaurant – Main Meal 36 – 38
Bar / Lounge 38 – 39

Phone Reservation (direct to hotel)

• Main line answered within 4 rings and not answered by automated answering system
• If main line answered by automated answering system, staff answers within 30 seconds
• Greeting includes "Good morning / etc", hotel name and includes offer of assistance
• Greeting is clear & audible (not rushed or mumbled)
• Staff offers pleasant parting comment before transferring call. Call correctly transferred / line not disconnected
• It is possible to make a booking during weekend or public holidays or after office hours
• Department line is answered by staff or automated message within 4 rings and is answered on 1st attempt, if answered automated, staff picks-up
within 30 seconds
• Greeting is delivered in English or in the appropriate local language
• Greeting includes "Good morning / etc.", department name (n/a if not done), staff name and offer of assistance
• Greeting is clear and audible (not rushed or mumbled) - no unpleasant background noise
• If necessary, staff asks permission to place caller on hold & thanks caller for holding
• Caller not put on hold more than 30 seconds during reservation
• Staff avoids unnecessary transfers and speaks sufficient English
• Staff speech patterns (accent, speed, pronunciation…)
• Staff establishes arrival and departure dates / Nº of nights / Nº of guests / Nº of rooms
• Staff inquires whether guest is part of "I Prefer Global Guest Benefit Program" or if guest has stayed before
• Staff determines guest's needs and appropriate rate by asking qualifying question(s) -i.e. purpose of visit, company name, special occasion, etc.
• Staff is friendly and has professional manners. Appears interested in assisting caller
• Reservation staff provides a good impression of the hotel / resort
• Staff listens actively & does not ask caller to repeat information unnecessarily
• Staff offers room type and corresponding room rate without prompting and offers a second room type and corresponding rate without prompting
• Staff attempts to upsell reservation (offering highest room rate first,...) without being too "pushy"
• Staff able to offer information on room and hotel facilities (if applicable)
• Staff advise taxes & service charges (if applicable), not mentioned as "++(+)"
• If requested, staff can promptly provide rate in major currencies (at least USD and EUR)
• After receiving buying signal, staff does not have to be prompted to close the sale
• Staff requests credit card guarantee & (if caller declines), advises cancellation & guarantee policy
• Staff obtains caller's name and checks for accurate spelling if unusual family name
• Staff obtains caller's contact details (email, fax or phone) also checking for accuracy
• Staff offers the choice of non / smoking room
• Staff offers the choice of bed type and emphasizes preference has been requested and is subject to availability
• Staff asks for guest's arrival details and offers assistance with directions
• Staff upsells hotel limousine airport transfer
• Staff recaps arrival and departure dates, Nº of rooms and guests
• Staff recaps room type, room rate and guest's name
• Staff advises cancellation policy and guarantee policy
• Staff advises confirmation number unprompted / offers to send via email / fax
• Staff thanks caller for choosing the hotel and offers pleasant parting comment
• Reservation process is completed in less than 10 minutes
• The Reservation staff provides an accurate description of the hotel -gives the impression hotel is looking forward to guest's visit

Internet Reservation (through hotel website)

• Hotel website is easily found through main Web search providers (Google, Yahoo…)
• Hotel Website easily accessible and professionally presented
• Preferred Brand Logo / Boutique Logo clearly visible
• Booking link tab is clearly indicated on the hotel Web-map
• Not too many steps are required to access the booking link tab
• Reservation link looks professional and well presented and advertises hotel facilities
• Special packages are promoted on the Reservation and Home pages
• Dates requirements can easily be submitted
• There is a special access for guests belonging to a Loyalty program and guests with group /
corporate accounts
• Reservation summary can be promptly edited and printed
• A choice of rates is available on the Reservation introduction page
• Room details (size, location, amenities) are provided when selecting a rate
• Room preferences can be selected (non / smoking and bed type)
• Other special requests can be added (connecting rooms, quiet room…)
• Arrival details are requested (including flight details and estimated arrival time)
• Guest's name (first and last) is requested
• Address and contact details are requested (including phone and email address)
• Credit card information is requested
• There is a clear indication that credit card information is secured
• Changes in reservation details can easily be made, not too many steps required
• Comments can be made and sent to the hotel
• Not too many steps are required to make a booking (less than 5 clicks from main page)
• Is it easy to make a booking on-line
• Rates are quoted per night and automatically calculated for the stay
• Currency conversion is provided -easy to use (more than 4 currencies)
• Rate detail is provided including taxes & service charge explanation
• A reservation summary is provided and clearly visible
• Cancellation, guarantee and deposit policy is clearly stated
• There is an offer to become part of the Loyalty program
• Printable hotel map and directions are provided
• Reservation confirmation is received within 24 hours
• All reservation details are presented on letterhead with hotel logo and in a printable A4 version
• All reservation details are accurate
• Confirmation email letter promotes in-house facilities and "I Prefer Global Guest Benefit
Program" (n/a if not done)
• Preferred Brand Logo / Boutique Logo clearly visible on confirmation letter
• Confirmation email letter clearly states cancellation charges

Transfer - Arrival
• Airport Rep is punctual / readily waiting for guest Guest's name is accurately spelled
• Staff is easy to locate on arrival and identifiable as hotel's rep
• Guest's name correctly spelled on sign and easily visible (if applicable)
• Sign is in good condition and writing on sign is clear and tidy
• Sign looks professional with hotel logo
• Staff has a professional manner and speaks sufficient English
• Staff is well groomed, uniform is in good condition and no body odor
• Staff offers to take guest luggage and escorts guest to vehicle
• Vehicle is parked close to arrival area
• Staff does not rush guest and opens vehicle door for guest
• Airport rep wishes guest a pleasant stay (if not accompanying guest to hotel)
• Driver greets / welcomes guest (n/a if the driver is the same person)
• Staff is well groomed, uniform is in good condition clean and no body odor
• Driver speaks sufficient English
• Driver advises of estimated travel time and is able to answer general questions about the hotel /
destination
• Driver drives safely & at moderate speed
• Driver inquires if temperature is comfortable and if guest prefers radio / music on / off
• Staff does not offer to provide "moonlighting" services or to stop on the way to the hotel
• Upon arrival, staff wishes guest pleasant stay / pleasant parting comment (with sincerity)

Transfer - Departure
• Vehicle is easily found (if applicable)
• Driver is punctual -readily waiting for guest or car arrives within 8 min of request
• Driver has a welcoming smile and professional manner
• Staff is well groomed, uniform is in good condition and no body odor
• Staff offers to assist guest with luggage (if applicable)
• Staff opens vehicle door for guest
• Driver speaks sufficient English
• Driver advises of estimated travel time and drives safely at moderate speed
• Driver inquires if temperature is comfortable and if guest prefers radio / music on / off
• Driver inquires discreetly about guest satisfaction / if guest had a pleasant stay
• Driver confirms airline and time of departure
• Drop-off is at correct terminal / location
• Upon arrival, staff assists with luggage removal from vehicle
• Upon arrival, staff wishes guest pleasant stay / pleasant parting comment (with sincerity)
• Staff does not linger for a tip

Vehicle
• Reading material is available, in good condition and current
• Vehicle is comfortable, clean (interior and exterior) and in good condition (interior and exterior)
• Vehicle has no unpleasant odor -i.e. cigarettes

Arrival at Hotel
• Staff are present and clearly visible on arrival at hotel (at least during business hours)
• Valet parking is provided
• Staff appear to be working as a team / are organized and proactive
• Staff are friendly and have welcoming smiles
• Staff are well groomed, uniform is in good condition and no body odor
• Staff greets & says "Welcome to the (hotel name)" or similar before entering lobby area
• Guest does not have to remove luggage from vehicle
• Staff ascertains guest's name and introduces him / her to Reception staff
• Staff gives guest a luggage tag / Bellman keeps luggage with guest
• Staff takes luggage into hotel and opens hotel door for guest
• Staff escorts guest to check-in area (Exc.) / Staff directs guest to check-in area (Good) / No assistance, but it is obvious where to go for check-in
(Av.) / No assistance and it is not clear as where to go (Poor)

Check-In
• Guest acknowledged within 10 seconds or an acceptable time based on business and welcomes guest to the hotel
• Staff has a genuine welcoming smile (upon arrival and during check-in procedure) and is friendly
• Staff uses eye contact, speaks clearly and speaks sufficient English
• Staff respects guest's presence when interacting with other staff members
• Staff appear to be working as a team / are organized and proactive
• Staff addresses guest by name during check-in procedure, but not in excess
• Staff promptly retrieves guest's reservation folio
• Staff fills out registration details (excluding address and signature)
• All details already printed on the registration card (as given at Reservation) are correct
• If any information is incorrect, staff promptly rectifies the mistakes
• Guest is presented with standard hotel pen
• Staff requests guest passport / ID (if required by law)
• Staff confirms non / smoking preference (if preference was stated a reservation, staff refers to this)
• Staff confirms bed size preference (if preference was stated a reservation, staff refers to this)
• Staff confirms check-out date / Nº of nights
• Staff offers option of express check-out (if credit card used as guarantee)
• Staff requests credit card / cash deposit (or confirms credit card given during reservation)
• Staff asks if guest belongs to any loyalty membership program
• Staff offers to enroll guest in "I Prefer Global Guest Benefit Program" If cash deposit given, staff provides receipt unprompted
• If guest under package, staff advises of the package's attributes (other than breakfast)
• If breakfast included in room rate, staff advises guest and mentions times and location
• If room was pre-paid, staff confirms that payment had been made and specifies what charges are not covered
• Staff indicates room number and this without announcing verbally
• Staff confirms room rate and this without announcing verbally
• Staff offers choice of newspapers (at least 2 different)
• If the room is not ready, guest is shown to a lounge area and offered a complimentary beverage
(it must be after official check-in time)
• While waiting for the room, guest is regularly updated on the situation
• Staff informs guest of luggage whereabouts (if applicable)
• Staff wishes guest a pleasant stay (with sincerity)
• Guest feels welcomed to the hotel in a genuine manner
• Reception desk is in good condition and clean and tidy
• Area behind Reception desk is in good condition and clean and tidy
• Staff are well groomed, uniform is in good condition and no body odor

Arrival in Room
• Staff escorts guest to room (Exc.) / Staff escorts guest to lift (Good) / Staff directs guest to left
(Av.) / No directions provided (poor)
• Staff explains some of the hotel facilities on the way to the room / in the room (including location but not opening hours) (if applicable)
• Staff can answer some general questions about hotel facilities (if applicable)
• Staff offers Room Orientation: Air-conditioning & Master (lighting) controls Minibar / Safe / Compendium (if unusual location)
• Staff provides information about broadband internet connection and cable location (if guest is carrying a laptop)
• Room orientation is not too lengthy
• Time taken for luggage delivery City Hotel / 3 pts within 8 min -0 pts at 15 min / Resort Hotel /
3 pts within 15 min -0 pts at 20 min
• Staff delivering luggage greets guest
• Staff is friendly and smiling and speaks sufficient English
• Staff addresses guest by name (but not in excess)
• Staff unfolds luggage rack and places luggage on top or asks where guest prefers them placed
• Staff offers further assistance and indicates who to contact for future requests
• Staff does not linger for a tip
• Staff wishes guest a pleasant stay (with sincerity)
• Staff is well groomed, uniform is in good condition and no body odor

Departure from Room

• Time taken for luggage collection City Hotel / 4 pts within 8 min -0 pts at 15 min / Resort Hotel /
4 pts within 10 min -0 pts at 20 mi
• Staff greets guest
• Staff is friendly and smiling and speaks sufficient English
• Staff inquires whether guest has any transportation requirements prior to check-out / confirms transportation has been organized (if applicable)
• Staff addresses guest by name, but not in excess
• Staff explains procedure for luggage collection
• Staff is well groomed, uniform is in good condition and no body odor
• If Express Check-out requested, the bill is slipped under the door the night prior departure.
Nicely presented, accurate with clear directions as to how to proceed for Express Check-out (n/a if not requested)

Check-Out
• Guest acknowledged within 10 seconds or an acceptable time based on business
• Staff greets guest and has a genuine smile (upon arrival and during check-out procedure)
• Staff uses eye contact, speaks clearly and speaks sufficient English
• Staff respects guest's presence when interacting with other staff members
• Staff appear to be working as a team / are organized and proactive
• Staff addresses guest by name at least twice during check-in procedure, but not in excess
• Staff confirms guest's name and room number
• Staff inquires as to guest satisfaction before presenting the bill, but not in excess
• If guest expresses dissatisfaction with stay, staff deals with complaint in an efficient manner
• Staff inquires if minibar items have been consumed (if applicable)
• If guest asked about minibar consumption, staff does not appear to be double checking
• If guest asked about minibar consumption, staff does not appear to be double checking
• If guest queries the bill, staff is efficient and helpful in handling query
• Bill is clearly itemized and is correct
• Guest is presented with standard hotel pen
• Bill is finally presented neatly folded and placed in envelope
• Staff inquires if guest requires assistance with departure transportation / confirms that transportation has been organized
• Staff thanks guest for choosing the hotel and offers an invitation to return
• Check-out procedure time 5 pts within 5 min, 0 pts at 10 min, -0.5 pts per min above 10 min
• Staff explains procedure to retrieve luggage
• Guest feels that his stay at the hotel was genuinely appreciated
• Reception desk is in good condition and clean and tidy
• Area behind Reception desk is in good condition and clean and tidy
• Staff are well groomed, uniform is in good condition and no body odor

Departure from Hotel

• Guest is promptly acknowledged by staff
• Staff appear to be working as a team / are organized and proactive
• Staff are friendly and have genuine smiles
• Staff are well groomed, uniform is in good condition and no body odor
• Staff is proactive and prompt in retrieving guest's luggage
• Staff confirms which is guest's luggage
• If taxi / limousine previously required vehicle is waiting / promptly arrives
• Staff opens vehicle door for guest and loads luggage into car trunk
• Staff wishes guest a pleasant trip / pleasant parting comment

External calls to Hotel

• Call Answered within 4 rings
• Standard greeting used (Salutation + Hotel name + Offer of assistance "Good morning, Hotel
ABC, how may I direct your call?")
• If staff delivers the greeting in the local language, staff is to revert to a partial standard greeting
(at least 2 of the above-mentioned elements) when caller verbalizes his / her language of choice
• Guest not placed on hold (30 sec. or more)
• Pleasant parting comment
• Staff speaks sufficient English and is polite
• Staff is efficient and knowledgeable

Internal calls to Hotel’s different Departments

• Call Answered within 4 rings and initial greeting clearly spoken
• Standard greeting used (Salutation + Dept name + Offer of assistance "Good morning, ABC Department, how may I assist you?") For the Rooms
Reservations department, the greeting must also include staff's name
• If staff delivers the greeting in the local language, staff is to revert to a partial standard greeting
(at least 2 of the above-mentioned elements) when caller verbalizes his / her language of choice
• Guest not placed on hold (30 sec. or more)
• Staff speaks sufficient English and is polite
• Staff efficient and knowledgeable

Pre-Arrival Message
• Staff proactively offers to take a message
• Staff avoids unnecessary transfers / does not place caller on hold for more than 30 sec.
• During call staff reconfirms content of message
• Staff is polite and efficient
• Message information is accurate and free of grammar or spelling mistakes
• Text copy of message is delivered in a confidential manner (not verbally announced)
• Message information is delivered in good time (at check-in)

Phone Message (during stay)

• Staff proactively offers to take a message or to transfer to voicemail
• Staff avoids unnecessary transfers / does not place caller on hold for more than 30 sec.
• During call staff reconfirms content of message
• Staff is polite and efficient
• Message information is accurate and free of grammar or spelling mistakes
• Text copy of message is delivered in a confidential manner in a sealed envelope
• Time taken to deliver 5 pts within 30 min -0 pts at 60 min

Wake-up calls
• Staff wishes guest a good night
• Call received within 2 minutes of requested time (based on hotel Operator’s time)
• Time of day clearly announced.
• Not more than 2 calls are received (requested and reminder if applicable)
• 2nd (requested) call received within 3 minutes of requested time (if applicable)

Housekeeping – Express Service

• Pressing sheet clearly states collection and return times and charges for Express Pressing
• Pressing sheet is professionally printed, clean and in good condition
• Same day laundry service available at least 6 days per week / Pressing service available on request
• Guest does not have to call more than once to be connected to Housekeeping
• Guest not placed on hold more than 30 sec. / no unnecessary transfer
• Staff understands and is accommodating to request
• Staff speaks sufficient English
• Staff speaks clearly and appears knowledgeable
• Staff thanks guest for calling
• Garment is collected within 10 minutes
• Staff is well groomed, uniform is in good condition and no body odor
• Garment returned by estimated time (+/-10 minutes) and within 1 hour
• Garment returned according to instructions (on hanger)
• If garment has a problem (stain, hole), guest is notified / staff (offers to) fix
• There are no pins / staples or similar attached to the garment
• Garment on hanger is neatly presented and covered
• Garment is well pressed
• Small currency note / personal item (concealed in garment) is returned

Regular Laundry
• Laundry sheet clearly states collection and return times and charges for Regular Laundry
• Laundry sheet is professionally printed, clean and in good condition
• Same day laundry service available at least 6 days per week / Pressing service available on request
• Guest does not have to call more than once to be connected to Housekeeping
• Guest not placed on hold more than 30 sec. / no unnecessary transfer
• Staff understands and is accommodating to request
• Staff speaks clearly and sufficient English
• Staff appears knowledgeable
• Staff thanks guest for calling
• Garment is collected within 10 minutes
• Staff is well groomed, uniform is clean and no body odor
• Staff's uniform is in good condition
• Garment returned by estimated time (+/-20 minutes) and within 24 hours
• Garment returned according to instructions (folded)
• If garment has a problem (stain, hole), guest is notified / staff (offer to) fix
• There are no pins / staples or similar attached to the garment
• Laundry tags are removed from all items
• Garment is neatly presented, well cleaned and pressed
• Small currency note / personal item (concealed in garment) is returned

Turndown Service
• Turndown service is automatically performed
• Service is not performed before 17:00 or after 21:00
• Bed is nicely turned down and looks neat and tidy
• Bedspread (if applicable) is stored neatly
• Printed weather forecast card is provided
• Ice bucket is refilled (if applicable)
• Room tidied, all hotel items are replaced in their original position
• Used coffee / tea facilities are cleaned and replenished
• Wastebaskets are cleared of all rubbish
• Ashtrays are clean (if applicable)
• Guest clothing neatly handled and shoes placed tidily
• Cash / valuables left in room are discreetly handled
• Bathroom is clean and tidy
• Wastebaskets are cleared of all rubbish
• Used towels & linen are replaced (unless a green or recycling program is in place)
• Personal toiletries are neatly organized on vanity counter

Turndown Service (late check-in)

• Turndown service is performed prior to guest's arrival
• Bed is nicely turned down and looks neat and tidy
• Bedspread (if applicable) is stored neatly
• Ice bucket is refilled (if applicable)
• Curtains are fully drawn and lighting is soft

Daytime Housekeeping Service

• Service is not performed before requested wake-up call
• Service is done before 16:00
• Staff encountered in the corridors are well groomed, uniforms in good condition, no body odors and are friendly and polite
• Bed is neat and tidy
• Room is tidied
• Sheers are fully drawn (if applicable)
• Used coffee / tea facilities are cleaned and replenished
• Wastebaskets are cleared of all rubbish
• Used laundry / pressing bags & sheets replenished
• Used stationery replenished
• Guest clothing neatly handled and shoes placed tidily
• Cash / valuables left in room are discreetly handled
• Bathroom is clean and tidy
• Wastebaskets are cleared of all rubbish
• Used towels & linen are replaced (unless a green or recycling program is in place)
• Linen and towel re-use program is provided
• Personal toiletries are neatly organized on vanity counter
• Toilet paper roll is replaced if more than half empty
• Used toiletries are replaced

Housekeeping Item Request

• Guest does not have to call more than once to be connected to Housekeeping
• Staff understands and is accommodating to request
• Guest not placed on hold more than 30 seconds / no unnecessary transfers
• Staff speaks clearly and speaks sufficient English
• Staff provides estimated delivery time without prompting
• Correct item delivered to room
• Staff is well groomed, uniform is in good condition and no body odor
• Item delivered in good time

Shoe Shine Service

• Guest does not have to call more than once to be connected to Housekeeping, line is not transferred
• Guest not placed on hold more than 30 seconds / no unnecessary transfers
• Staff understands and is accommodating to request
• Staff speaks clearly and sufficient English
• Shoes are collected within 10 minutes
• Staff is well groomed, uniform is in good condition and no body odor
• Time taken to return shoes 5 pts within 10 min -0 pts at 20 min
• Shoes are returned in good time
• Correct shoes are returned to room, well polished and dry
Maintenance Problem (only if genuine)
• Guest does not have to call more than once to be connected to Housekeeping
• Guest not placed on hold more than 30 seconds / no unnecessary transfers
• Staff understands the problem
• Staff speaks clearly and sufficient English
• Time taken to arrive / call 5 pts within 20 min -0 pts at 20 min
• Staff able to satisfactorily solve the problem
• Problem is solved in less than 20 minutes or within time advised by staff
• No cleanliness problems are experienced after staff's visit
• Staff is well groomed, uniform is in good condition and no body odor
• If staff cannot fix problem, a change of room is offered

Concierge
• Guest does not have to call more than once to be connected to the Concierge
• Staff is able to answer question
• Guest not placed on hold more than 30 seconds / no unnecessary transfers
• Staff understands and is accommodating to request
• Staff speaks clearly and sufficient English
• If staff offers to call back with information, follow-up call is received within 10 minutes
• Correct information is provided
• Staff has friendly manners

Concierge - Item Request

• Guest does not have to call more than once to be connected to the Concierge
• Staff understands and is accommodating to request
• Guest not placed on hold more than 30 seconds / no unnecessary transfers
• Staff speaks clearly and sufficient English
• Staff has friendly manners and is pro-active
• Staff provides estimated time of delivery without prompting
• Item is delivered in good time
• Staff presents bill with folder and hotel pen (in good condition) (if applicable)
• Correct change and receipt are returned (if applicable)
• Correct item delivered to room
• Staff is well groomed, uniform is in good condition and no body odor
• Staff does not appear to linger for a tip

Concierge - Information (in person)

• Concierge desk is separate from Reception / part of the reception desk
• Guest acknowledged within acceptable time based on business
• Staff offers assistance within 1 minute of acknowledgment
• Staff able to make recommendations related to guest's request(s) and does not re-direct guest to
another department
• Staff offers map & points-out the area(s) of interest
• Staff provides information on how to get there / transportation without prompting
• Upscale luxury hotel area shuttle is available
• Staff able to provide information on how to get there / offers transport with prompting
• Staff has friendly and helpful manner
• Staff speaks sufficient English and appears knowledgeable & confident
• Staff offers further assistance before closing the conversation
• Staff is well groomed, uniform is in good condition and no body odor
• Concierge desk is in good condition and clean & tidy
• Area behind Concierge desk is in good condition and clean and tidy
• Concierge belongs to Les Clefs d'Or Membership (plaque clearly displayed at Concierge desk)
• Concierge desk has an up-to-date and sufficient supply of brochures, free city maps and other
documents on areas of interest

Concierge - F&B Information

• Guest does not have to call more than once to be connected to the Concierge
• Staff understands request
• Guest not placed on hold more than 30 seconds / no unnecessary transfers
• Staff able to recommend at least 2 restaurants or 2 bars (as per guest's request)
• Staff able to provide description of the restaurants / bars without prompting
• Staff able to provide information on how to get there / offers transport without prompting
• Staff speaks clearly is friendly and speaks sufficient English
• Staff tries to promote in-house outlets and offers to make a (restaurant) booking
• Staff appears knowledgeable and confident
• Staff offers further assistance before closing the conversation
• Staff reconfirms the (restaurant) booking (a written card or note is provided with details)
• Staff offers to arrange transportation / assists with directions
• Upon arrival at restaurant, booking details were correct
• Concierge's recommendation(s) and information corresponds to the restaurant experience
• Staff follows-up / inquires as to guest satisfaction with the restaurant experience

Concierge - Cyber Assistance (only genuine problems)

• Guest does not have to call more than once to be connected to the Concierge
• Staff understands the problem
• Guest not placed on hold more than 30 seconds / no unnecessary transfers
• Staff speaks clearly, is friendly manners and speaks sufficient English
• Staff is helpful
• Time taken to arrive / call 5 pts within 20 min -0 pts at 20 min
• Staff appears knowledgeable & confident
• Staff is well groomed, uniform is in good condition and no body odor
• Connection successfully established and established within 30 minutes (of initial call)

Security - Guest Room Number Confidentiality Test

• Staff listens actively, does not transfer caller without a request first
• Staff offers to connect caller to guest room or take a message
• Staff refuses to divulge room number and is polite in refusal

Security – Guest Room Key Request Test

• Housekeeping staff declines to open door for guest (if applicable) and informs guest to contact
Front Desk for assistance
• Guest acknowledged and greeted within acceptable time based on business
• Guest required to confirm ID (minimum name & other personal details mentioned on registration
card)
• Staff has friendly and helpful manner
• Staff is well groomed, uniform is in good condition and no body odor
• Room key provided is correctly functioning

Guest Room - Upkeep & Cleanliness

• Door to the room is in good condition, not scuffed or scratched (both sides including outside
door frame)
• Room door lock system is properly functioning and in good condition
• Room door is self closing and closes itself fully without guest's intervention
• Door has peep hole, in good condition
• The emergency exit plan is in good condition, displayed in a prominent location
• Fire / Emergency evacuation procedures clearly show the location of emergency exits and fire
alarm boxes
• Enclosed closet is provided (with proper doors / tastefully designed coverage)
• Interior of closet is in good condition with adequate lighting and clean
• Carpet / flooring is in good condition and clean
• Skirting & door frames are in good condition and clean with no dust noted. No dust around the
edges of the carpet
• Picture & mirror frame(s) are in good condition, clean and dust free
• Walls and all horizontal surfaces are clean and in good condition
• Curtains / blinds are in good condition, clean and well pressed
• Curtains fit the size of the windows and are not difficult to pull
• It is possible to block daylight
• There are sheer curtains and blackout curtains / blinds
• Window(s) interior (including frames) and mirror(s) are in good condition, clean, free of dirt
marks and smudges
• Windows(s) exterior is clean
• Balcony is in good condition and clean (if applicable)
• Ceiling / cornice are in good condition and clean
• Access panels are in good condition and clean
• Sprinkler & smoke detector are in good condition and clean
• Furniture, drawers & surfaces are in good condition and clean (including balcony furniture)
• Upholstery (seating) is in good condition and clean
• Air-conditioning vent is in good condition, clean and dust free
• Light fittings are in good condition, dust free and are well-fixed
• Lampshades are in good condition and clean
• There is no dust / hair(s) / fluff under the bed
• There is no debris under the bed
• Wastebasket is in good condition, clean and with liner
• There are no insects (alive or dead)
• There is no unpleasant odor
• Wiring is organized and looks tidy
• Plug sockets (electrical & tel / fax) are in good condition and clean
• Control (button) panels are in good condition and clean
• There is adequate natural lighting during the day
• There is adequate lighting at night to work or read by
• Light timers are provided in guestroom

Guest Room – Bed Area

• Bedside lighting is functioning
• Lighting from bedside control panel(s) / clock is not overly bright
• Bed has mattress pad
• Mattress pad and headboard in good condition and clean
• Bed-skirt is provided (if box spring is visible)
• Bed frame / skirting is in good condition and clean
• Bed is firm and comfortable, mattress does not sag, springs cannot be felt
• Triple sheet provided (mattress with sheet, blanket and another sheet on blanket top)
• Bedding is comfortable
• Bedding (bedspread, blankets, sheets, duvet) are in good condition and clean
• Pillows are comfortable, not lumpy / hard
• Pillow covers are clean, no unpleasant smell
• Extra blanket provided in closet, in zip lock bag or in enclosed drawer
• Minimum 4 oversized pillows on double bed & 2 oversized pillow per twin bed
• Minimum 2 extra pillow(s) of different type (i.e. foam) provided in closet in zip lock bag or in
enclosed drawer
• Non-allergenic pillow available on request or pillow menu provided

Guest Room - General

• There is a functioning safe (min. 30" or desk height)
• Safe interior is easily accessible and can easily be seen
• Multi language safe instructions provided
• Air-conditioning noise level and ease of use
• Minimum 6 suit hangers provided
• Minimum 6 skirt / clip hangers provided
• Minimum 2 padded silk / satin hangers provided (non captive)
• Hangers are clean and in good condition
• Hangers are of good quality and identical in design
• Umbrella provided
• Luggage rack provided (foldable or built-in)
• Lined drawers are provided in room, clean and in good condition
• Iron & ironing board provided, in good condition and clean
• Shoe mitt is provided
• There is a bedside clock set to correct time (+/-3 min)
• Full length mirror provided, in good condition and clean (can be in bathroom)
• Do Not Disturb / Privacy button or card provided, in good condition

Guest Room - Business

• Bedside phone provided
• All phones are functioning, in good condition and clean
• All phones are equipped with IDD call template (on or near the phone)
• Phones are easy to use
• Voicemail instructions are provided, clear and easy to understand (either printed or audio)
• One of the phones has a speakerphone facility
• Speakerphone facility is correctly functioning
• Data port provided (on the phone or wall mounted) and is functioning correctly
• High speed internet connection at desk level or Wireless High Speed connectivity available in-
room
• Desk area is conducive for working
• There is at least 1 convenient power socket provided within desk area
• There is at least 1 convenient power socket provided bedside
• International plug available (in room or on request)
• Desk is spacious, uncluttered and tastefully presented
• Desk chair is comfortable for working

Guest Room – Stationery & Compendium

• Writing paper
• Envelopes, size matching writing paper
• Notepad & pen / pencil placed by bedside phone
• Brand logo on printed collateral
• Publications and printed collateral are elegant and distinctive, good selection
• Brand directory provided in room
• Brand magazine provided in room
• All paper stationery is tidy & in good condition (not creased)
• Other printed collateral is tidy, well presented and in good condition (not creased)
• Compendium in-room upon check-in
• Easy to locate
• Compendium is professionally printed, well-presented and in good condition
• Welcome letter provided (n/a if provided on the side)
• Sufficient detail on facilities and services
• Operating hours of F&B outlets and all facilities included
• Fire / emergency evacuation procedures are provided in the compendium and easy to understand
• Available in (minimum) English & official local language (if not, to be n/a)
• There are no inaccuracies and no grammar or spelling mistakes

Guest Room - Minibar & Refreshments

• Mini bar selection is provided (at least some items)
• Fridge is provided and easily accessible
• Fridge is clean (inside and out), functioning and in good condition
• Bottle / wine opener is provided (if applicable.) In good condition
• Glass selection includes stemmed, tall and rock glasses (at least 4 glasses)
• Glasses are clean and in good condition
• Coasters, napkins and stirrers provided
• Shelves are clean, dust free and in good condition
• Ice bucket provided (filled on request)
• Ice bucket is in good condition and clean
• Minibar presentation is clean and tidy
• Minibar replenished daily
• Price list provided (correctly itemized)
• All beverages are within expiry date
• All snacks are within expiry date
• Premium coffee / tea maker provided
• If coffee / tea maker provided, functioning and in good condition
• There is a convenient power socket close by the facilities
• Complimentary tea (ASPAC hotels only)
• Complimentary coffee (decaf and regular)
• Sugar (brown, white and sweetener)
• Cream sachet (or portion milk in fridge)
• Coffee / tea facilities easy to access and use
• Presentation of coffee / tea making facilities is clean and tidy

Guest Room - Entertainment

• Television is in good working condition
• Television screen minimum 26 inches with remote control
• Television is easy to operate
• Remote control is functioning and easy to operate
• Remote control is in good condition and clean
• Cable / satellite channel selection (number and variety)
• Reception quality of cable / satellite channels
• Reception quality of local channels
• Audio / radio provided and has good reception
• CD & iPod capable entertainment system provided
• In-room movies available
• DVD player / VCR available for kids (in-room or on request)" (Resorts only)
• Other entertainment features are functioning and in good condition
• Newspaper delivered to the room at least 6 days a week (correct copies if choice expressed at
check-in)

Bathroom - Facilities & Amenities

• Free standing functioning hairdryer provided, , is user friendly and in good condition
• 3 bath towels
• 3 hand towels
• 3 face towels / clothes
• 1 floor / bath mat
• Towels and floor mat provided are of superior quality and in good condition
• Towels and floor mat are clean and are professionally presented
• Robes (1 per guest) are provided
• Robes are in good condition, clean and professionally presented
• Slippers (2 pairs) are provided
• Slippers are in good condition and clean
• Bathroom scale provided and are functioning, in good condition and clean
• Lighted magnifying mirror is provided
• Low-flow showerheads and toilets are provided
• Toiletries are all new and unopened
• Toiletries selection and quality
• Amenity display tray / basket / pouch
• Tissue box
• Hand soap
• Bath soap
• Shampoo
• Conditioner
• Bath gel
• Body lotion
• Sanitary bags
• Mending kit
• Shower cap
• Cotton balls / pads & Q-tips
• All amenities / toiletries listed above are provided free (not part of minibar)

Bathroom - Upkeep & Cleanliness

• Door to the bathroom and frame are in good condition, not scuffed or scratched (inside)
• Flooring is in good condition and clean on check-in
• Walls are in good condition, clean (free of water marks) on check-in
• Picture & mirror frame(s) are in good condition, clean and dust free
• Mirror(s) / glass are in good condition and free of grease marks & smudges
• Ceiling / cornice is in good condition and clean
• Access panels are in good condition and clean
• Air-conditioning vent / ventilation hatch is in good condition, clean and dust free
• Sink counter is in good condition and clean on check-in
• Sink plug / hole is free of hair(s)
• Sink is in good condition, clean and free of hair on check-in
• Toilet unit is in good condition, clean on check-in & free of odor
• Bath / Shower unit is in good condition, clean, free of hair(s) on check-in
• Bath / Shower unit's grouting is in good condition, clean, free of mould & discoloration
• No residue / dried marks on shower heads on check-in
• No white residue in bath / shower areas
• Shower curtain / door / screen is in good condition, clean, no marks or residue
• All fittings (handrails, light fittings…) are in good condition and clean and well-fixed
• Speaker system is functioning (if applicable)
• Lighting is adequate (overall), all lights functioning
• There is enough lighting around mirror (for shaving / make-up)
• Drainage is efficient
• Plumbing is quiet (no significant noise)
• Wastebasket is in good condition and clean with liner
• There are no insects (alive or dead)
• Water pressure (shower) is sufficiently strong
• Water (shower) runs hot within 10 seconds
• Water pressure is constant and water temperature is constant
• Hot water is sufficiently hot
• Water runs clear (not brown / murky) and has no unpleasant odor

Public Areas - Exterior & Entrance

• Upkeep of building(s) exterior
• Surroundings of the hotel are clean, free of dirt, graffiti and litter
• Driveway / entrance in good condition, no potholes or cracks
• Driveway / entrance is clean, no staining, free of debris and rubbish
• Exterior landscaping / garden well tended: plants healthy, borders and tubs have no weeds
• Exterior Preferred Boutique plaque displayed at hotel entrance
• Signage is in good condition and clean
• Hotel entrance in good condition: no cracks or chips along floors, walls and ceiling
• Hotel entrance is clean and tidy: free of staining, debris and rubbish along floors, walls and
ceiling
• Doors have no finger marks on glass or brass (or cleaned in timely manner)
• Hotel doors not left opened (if applicable)
• Staff (if present) always greet guest when entering / exiting hotel
• When exiting hotel, staff (if present) offer service (i.e. directions, taxi, umbrella) unprompted

Public Areas - Lobby

• Flooring in good condition, clean and well polished
• Rugs / Carpets are in good condition and clean
• Walls are in good condition and clean
• Skirting, service doors and door frames are in good condition and clean
• Ceiling and light fittings in good condition and clean
• Glass, windows, mirrors & brass and their frames are in good condition, clean (no finger marks,
residue or smudges)
• Seating is in good condition, clean, cushions are fluffed & zipper away from guest's sight
• Other furniture is in good condition, not chipped / scratched, clean and dust free
• Lobby is pleasant and fresh smelling, no stale odor / heavy smoke
• Temperature is comfortable (not too cold or too warm)
• Air ducts and vents are free of dirt, dust and fingerprints
• Access hatches in ceiling are clean, free of dirt and finger marks
• Guest has no difficulty in locating main facilities
• Interior Preferred Boutique plaque displayed in Lobby area
• I Prefer counter plaque at Reception desk and clearly visible
• I Prefer invitation cards displayed at Reception desk
• Brand directory provided in lobby and clearly visible
• Signage (if present) is clean and in good condition
• Advertisements / promotional material / guest information are clean, in good condition and up-
to-date
• All light bulbs are functioning
• Flower arrangements fresh, water in vase is clean
• Plants are healthy, tubs clean

Guestroom Elevator(s)
• Exterior doors are in good condition and clean
• Door frames (interior and exterior) in good condition and clean
• Interior doors, floors, walls, ceilings are in good condition and clean
• Advertisements / promotional material / guest information are clean, in good condition & up-to-
date
• Buttons and button panel are in good condition, clean, no smudge marks
• Floors are clearly marked with major facilities location clearly indicated
• There is no unpleasant noise or shaking
• All lights are functioning and is appropriate
• There is no unpleasant smell
• Temperature is comfortable
Guestroom Corridor(s)
• Flooring / carpet is in good condition and clean
• Walls and ceilings are in good condition and clean
• Skirting, service doors, doors and door frames are in good condition and clean
• Corridor(s) smell fresh and clean
• Temperature is comfortable (not too cold or too warm)
• Lighting is adequate, all lights are functioning
• Extra décor (plants, statues, pictures, etc) is in good condition and clean
• Windows & frames are in good condition and clean (interior and exterior)
• Curtains & upholstery are in good condition and clean
• Fire exits are well indicated
• Housekeeping trolleys are placed in an organized manner
• No Room Service trays / trolleys are left in the corridor for over 30 minutes

Other Public Areas

• Flooring / carpeting / paving is in good condition, no cracks, holes or broken tiles, clean and free
of debris
• Walls are in good condition and clean
• Skirting, service doors and door frames are in good condition and clean
• Ceilings are in good condition and clean
• Landscaping / gardens are well tended, plants healthy, ponds clean, borders and tubs weeded
• Signage is clear, clean and in good condition
• Temperature is comfortable (not too cold or too warm)
• Lighting is adequate at night, all lights functioning

Public Toilets
• Flooring / carpeting / paving is in good condition, no cracks, holes or broken tiles, clean and free
of debris
• Walls are in good condition and clean
• Skirting, doors and door frames are in good condition and clean
• Ceiling is in good condition and clean
• Sink counters are in good condition, clean, not overly wet
• Sink basins are in good condition, clean, no hair(s) or debris
• Taps and fittings are in good condition and well fixed and clean
• Soap is neatly provided
• Hand towels are clean and neat
• Hand air dryer is functioning and in good condition (n/a if none)
• Toilet cubicle doors are in good condition, not scratched or damaged Toilets / urinals are
functioning and in good condition and clean
• Adequate toilet paper provided
• Lighting is adequate, all lights functioning
• Temperature is comfortable (not too cold or too warm)
• Facilities are free of unpleasant odors. Any cleanliness issues have been attended to by second
visit (30 min later)
General Service
• Overall sense of welcome / Staff friendliness and courtesy around hotel
• Overall staff grooming and presentation
• Nametags are worn in a consistent position, in good condition and clean (if applicable)
• Overall impression that service experienced during stay is personalized, A pleasant experience
• All staff wearing applicable brand pin
• Guest not disturbed prior to wake-up call (unless emergency)
• Staff always display proper elevator etiquette and respect guest room privacy

Business Centre - General

• Business Centre services are provided at the hotel
• Business Centre is clearly signed
• Opening hours indicated and clearly visible from outside the Business Centre when closed
• Business services are available 24 hours (at Business Centre or through Front Desk) (City hotels
only)
• Secretarial services available (typing, faxing) on request
• High Speed Internet Access is available and properly functioning
• Printer is available for guest's use
• Business Centre is professionally appointed
• Staff area is in good condition, clean and tidy
• Guest work area is in good condition, clean and tidy

Business Centre - Service

• Business Centre is always staffed during working hours
• If no Business Centre at the hotel, Front Desk staff is willing and able to accommodate request
• Guest acknowledged and greeted within acceptable time based on business
• Service is offered less than 1 minute after guest is acknowledged
• Staff uses eye contact, smiles, is friendly and speaks sufficient English
• Staff is accommodating to request and able to accommodate request
• Request is carried out in good time, with no problem experienced
• Staff does not ask guest to sign a blank bill (if applicable)
• Staff will be asked two Business related questions to assess their general knowledge

Leisure - Swimming Pool (if applicable)

• Depth clearly indicated and visible at both ends, not worn
• Water is clean, clear and free of debris
• Interior lining and tiles are in good condition and clean
• Deck / surround is in good condition, clean and free of debris
• Umbrellas and cushions are in good condition, clean, kept organized and neatly arranged
• Towels are readily available (within the pool area)
• Towels are in good condition and clean
• Whirlpool (if applicable) is clean, functioning and in good condition
Leisure – Fitness Centre (if applicable)
• Work-out facilities are available on site / close to the hotel for guests use
• Clock with second hand is clearly visible from all corners of the gymnasium
• Complimentary drinking water is available
• Chilled towels are available for guests
• Selection of current magazines and newspapers (local, national and International outside the US)
• Equipment in all areas of the gymnasium is well spaced, not cramped
• Equipment is functioning and in good condition, clean and dust free
• Instructions on equipment use are placed on machines
• Towels are readily available for guest's use
• TVs or Music playing in gymnasium
• Personal headsets available to all guests
• Gymnasium smells clean & fresh
• Lighting is adequate and all lights working
• Temperature is comfortable
• Equipment selection and overall quality
• Gymnasium is in good condition and clean
• Fitness Centre is staffed
• Staff are friendly, use eye contact and smile
• Staff appear knowledgeable about equipment
• Staff is well groomed, uniform is in good condition and no body odor
• Fitness Centre is overall well appointed and allows for a good work-out

Retail (if applicable)

• Staff Product Knowledge (if different from therapist)
• Tester and stands are accessible, complete and clean
• Staff demonstrates / explains how to use products and samples
• Staff assists guest in the decision-making process (for products that meet guest's needs)
• Staff presents guest with correct retail product
• Bill is accurate / corresponds with advertised tariff
• It is possible to sign to the room

In-Room Dining Breakfast – Order Taking

• Extension answered within 4 rings
• Greeting includes "Good morning / etc", department name, offer of assistance
• Greeting is clear and audible
• Staff has good command of English and is accommodating of requests
• Staff knowledgeable about menu (if applicable)
• Staff does not rush guest through order
• Guest not placed on hold more than 30 seconds / no unnecessary transfers
• Staff is proactive in order-taking and attempts upsell
• Staff offers choice of (low fat) milk / cream with coffee / tea
• Staff gives estimated delivery time, repeats order, confirms number of guests
• Staff has a friendly and helpful manner
• Staff thanks guest for calling (with sincerity) / pleasant parting comment

In-Room Dining Breakfast – Service

• 24 hour Room Service provided (can be a short menu after 23:00)
• Phone order: time taken to deliver 8 pts within 25 min -0 pts at 35 min
• If order placed using doorknob menu, delivered within 5 min of time specified
• Order is delivered within estimated time (+/-5 minutes)
• Correct / complete order served
• Staff greets guest
• Staff asks permission to enter room
• Staff inquires where to place breakfast and offers to set-up tray / trolley top
• Staff removes hot dishes from hot cabinet or informs guest that dishes are hot
• Staff unfolds trolley top and resets all dishes
• Staff properly positions chair(s) for guest(s) and offers to pour hot beverage
• Staff confirms that all ordered items are present
• Staff presents bill with folder & pen (in good condition)
• Bill is accurate
• Staff thanks guest (with sincerity) and wishes guest a pleasant meal
• Staff invites guest to call Room Service for collection on completion of meal (even if there is a
printed note stating so)
• Staff has warm manner, uses eye contact and smiles
• Staff is well groomed, uniform is in good condition and no body odor
• Staff speaks sufficient English
• Staff calls guest within 60 minutes from delivery to enquire as to satisfaction
• Staff returns / or calls to collect within 60 minutes from delivery (without being called)
• Staff does not ask guest to leave tray / trolley in corridor
• Tray is taken out of sight (not left in corridor)

In-Room Dining Breakfast – General

• Room Service menu in good condition and clean
• Room Service doorknob menu provided, in good condition & clean
• Table(top) / linen is in good condition and clean
• Cloth napkin is provided, clean and in good condition
• Cutlery is in good condition, clean and polished
• Chinaware and glassware are in good condition and clean
• Silverware and other utensils are in good condition, clean and polished
• Salt & pepper shakers are provided, clean and full
• Flower / decoration fresh and in good condition (if applicable)
• Tray / trolley set-up is well presented
• Tray / Trolley (including frames and wheels) is in good condition and clean
• Hotbox / Cloche (if applicable) is in good condition and clean
• Hotbox (if applicable) does not have an (overly) unpleasant odor

In-Room Dining Breakfast – Food & Beverage

• Toast is warm on delivery (if applicable)
• Bakery basket provided, good selection
• All bakery items are fresh
• All bakery items are of high quality
• Butter provided (not melted or too hard)
• Jam selection provided, good and high quality selection. In glass or upscale containers
• Hot items well presented and good portion
• Hot items are warm on delivery
• Hot items are flavorsome and good consistency

• Coffee is hot, served in thermos pot

• If teabag(s) used, only premium quality
• Coffee / tea is fresh tasting, appears freshly made
• Portion includes at least 2 cups of coffee / tea
• Milk provided in jug
• Sugars (white, brown & sweetener) are provided, individually wrapped
• Juice is chilled (no ice)
• Portion is a good size
• Juice tastes fresh and flavorsome
• Additional items are well presented and flavorsome (if applicable)
• Staff removes all plastic wraps (if applicable)
• No portion packets are provided (butter, ketchup, mustard….)

In-Room Dining Refreshment/Main meal - Order Taking

• Extension answered within 4 rings
• Greeting includes "Good morning / etc", Greeting department name, offer of assistance
• Greeting is clear and audible
• Staff has good command of English and accommodating of requests
• Staff knowledgeable about menu (if applicable)
• Staff does not rush guest through order
• Guest not placed on hold more than 30 seconds / no unnecessary transfers
• Staff is proactive in order-taking and attempts upsell
• Staff offers choice of (low fat) milk / cream with coffee / tea (if applicable)
• Staff gives estimated delivery time, repeats order and confirms number of guests
• Staff has a friendly and helpful manner
• Staff thanks guest for calling (with sincerity) / offers pleasant parting comment

In-Room Dining Refreshment/Main meal - Service

• Phone order: time taken to deliver 8 pts within 30 min -0 pts at 45 min (meal) / 8 pts within 15
min -0 pts at 30 min (snack)
• Order is delivered within estimated time (+/-5 minutes)
• Correct / complete order served
• Staff greets guest
• Staff asks permission to enter room and inquires where to place the meal
• Staff offers to set-up tray/trolley top
• Staff removes hot dishes from hot cabinet or informs guest that dishes are hot
• Staff unfolds trolley top and resets all dishes
• Staff properly positions chair(s) for guest(s)
• Staff offers to open and pour bottled beverage (if applicable)
• Staff confirms that all ordered items are present
• Staff presents bill with folder and pen (in good condition)
• Bill is accurate
• Staff thanks guest (with sincerity) and wishes guest a pleasant meal
• Staff invites guest to call Room Service for collection on completion of meal (even if there is a
printed note stating so)
• Staff has warm manner, uses eye contact and smiles
• Staff is well groomed, uniform is in good condition and no body odor
• Staff speaks sufficient English
• Staff calls guest within 60 minutes from delivery to enquire as to satisfaction
• Staff returns / or calls to collect within 60 minutes from delivery (without being called)
• Staff does not ask guest to leave tray / trolley in corridor
• Tray is taken out of sight (not left in corridor)

In-Room Dining Refreshment/Main meal - General

• Room Service menu in good condition and clean
• Table(top) / linen is in good condition and clean
• Cloth napkin is provided, clean and in good condition
• Cutlery is in good condition, clean and polished
• Chinaware and glassware are in good condition and clean
• Silverware and other utensils are in good condition, clean and polished
• Salt and pepper shakers are provided, clean and full
• Flower / decoration fresh and in good condition (if applicable)
• Tray / trolley set-up is well presented
• Tray / Trolley (including frames and wheels) is in good condition and clean
• Hotbox / Cloche (if applicable) is in good condition and clean
• Hotbox (if applicable) does not have an (overly) unpleasant odor

In-Room Dining Refreshment/Main meal – Food & Beverages

• Adequate measure for food and beverages ordered
• Correct temperature(s) for food and beverages ordered
• Overall food and beverage presentations
• Food and beverage is flavorsome and has good consistency
• Other food items provided (bread, butter…) as accompaniments are fresh and flavorsome
• Staff removes all plastic wraps (if applicable)
• No portion packets are provided (butter, ketchup, mustard….)
• Food & beverage served corresponds to menu / staff description

Coffee Shop Buffet Breakfast - Service

• Hot breakfast is offered at the hotel
• Staff is present when guest arrives and greets guest at entrance within 30 sec / within acceptable
time based on business
• Staff directs guest to table within 3 minutes of being acknowledged / advises of waiting period
• Staff does not rush guest to table and assists guest in taking a seat
• Staff promptly clears extra place settings (if applicable)
• Staff offers choice of A La Carte / Buffet upon seating guest (if applicable)
• If juices offered at the table, staff advised selection without prompting
• Guest offered hot beverage within 2 minutes of seating
• Guest does not have to prompt for service
• Staff able to list different hot beverages available when asked
• Hot beverage brought within 5 minutes of ordering
• Staff offers beverage refill promptly (if applicable)
• Drink refill is promptly served
• Staff offers to take order within 5 minutes of providing menu (if applicable)
• Staff helpful and knowledgeable about menu / buffet
• If guest dining alone, staff offers reading material
• Staff has warm manner, uses eye contact and smiles
• Staff has good command of English
• Staff is well groomed, uniform is in good condition and no body odor
• A La Carte item brought within 10 minutes of ordering (within 7 minutes if ordered from buffet
station) / within time advised by staff
• Staff follows proper service etiquette
• Correct order(s) served
• Soiled plates cleared promptly and used cutlery removed when plates cleared
• Guest does not have to request cutlery
• Bill brought within 2 minutes of request
• Staff presents bill in clean folder and with hotel pen (in good condition)
• Bill is accurate
• Staff thanks guest (with sincerity)
• Staff bids guest farewell. Pleasant closing service
• It is possible to have a complete hot breakfast within 30 minutes
• Service standard is professional
• Staff appear to be working as a team / are organized and professional
• Staff are clearly present in the restaurant at all times
• Service is unobtrusive
• Staff inquires as to guest satisfaction (at least once) but not in excess
• Management presence is noted in the restaurant during service
• Other vacated tables and side stations are promptly cleared

Coffee Shop Buffet Breakfast - General

• Table is already set on seating
• Table(top) / linen is in good condition and clean
• Cloth napkin provided and in good condition and clean
• Cutlery is in good condition, clean and polished
• Chinaware and glassware are in good condition and clean
• Service ware is in good condition, clean and polished
• Salt and pepper shakers clean and full
• Menus and any other printed material are in good condition and clean
• Newspaper(s) on display, current and in good condition
• Temperature is comfortable
• Lighting level and noise level appropriate
• Venue has no unpleasant odor
• Music appropriate (if applicable)
• Plants and table decorations fresh and healthy (if applicable)
• Furniture is comfortable, in good condition and clean
• Floor, walls, ceiling is in good condition and clean
• Toilets are clean

Coffee Shop Buffet Breakfast - Food and Beverage

• A full range of specialty coffees and teas are available (including decaffeinated)
• If teabag(s) used, only premium quality
• Portion includes at least 2 cups of tea / coffee
• Milk provided in jug
• Brown and white sugar + sweeteners available (individually wrapped)
• No portion packets are provided (butter, ketchup, mustard….)
• Food and beverage sampled from buffet are flavorsome and of good consistency
• Bakery items are fresh and of high quality
• Overall food presentation and quality
• Food and beverage served corresponds to menu / staff description

Buffet set-up (if available)

• Buffet is attractively presented
• Buffet area is clean, no food left on surfaces or floor
• Manned station(s) area is kept clean and tidy
• Buffet area is free of insects
• Food and beverage labels are clean and uniform in appearance
• Appropriate service cutlery / crockery available for each dish
• Service utensils are in good condition and clean
• Equipment on buffet is in good condition and clean
• Hot and cold items look fresh and appetizing
• Hot items are hot, cold items are cold
• All food and beverage items are kept replenished (all dishes must be 1/3 full)
• Local / ethnic food items or unfamiliar dishes have labels
• Overall Buffet Selection

Coffee Shop a la carte Main Meal - Service

• There is a 3 meal outlet on the premises, opened 7 days per week
• Staff is present when guest arrives and greets guest at entrance within 30 sec / within acceptable
time based on business
• Staff directs guest to table within 3 minutes of being acknowledged / advises of waiting period
• Staff does not rush guest to table and assists guest in taking a seat
• Staff promptly clears extra place settings (if applicable)
• Staff offers menu upon seating guest
• Guest presented with drink list / offered a drink within 2 minutes of seating (other than water)
• Guest does not have to prompt for service
• Staff offers to take food order within 5 minutes of providing menu
• Staff is proactive in order-taking and uses upselling techniques for food or beverage
• Staff helpful and knowledgeable about menu
• If guest dining alone, staff offers reading material
• Staff has warm manner, uses eye contact and smiles
• Staff has good command of English
• Staff is well groomed, uniform is in good condition and no body odor
• Drink brought within 4 minutes of order
• Staff offers drink refill in good time (if applicable)
• Drink refill is served within 10 minutes of order (if applicable)
• Starter / soup brought within 15 minutes of ordering / within time advised by staff
• Staff follows proper service etiquette
• Soiled dishes cleared within 5 minutes of completion of course
• Main course brought within 10 minutes of completing first course / within time advised by staff
(within 20 minutes if no starter ordered)
• Condiments & bread basket (if applicable) are cleared within 5 minutes of completion of course
• Staff presents dessert menu
• Dessert / coffee / other brought within 10 minutes of order / within time advised by staff
• Soiled dishes cleared within 5 minutes of completion of course
• Bill brought within 2 minutes of request
• Staff presents bill in clean folder and with hotel pen (in good condition)
• Bill is accurate
• If guest pays by cash, correct change given
• If guest pays by cash, change & receipt brought within 2 minutes
• Staff thanks guest (with sincerity) and bids guest farewell. Pleasant closing service
• Service standard is professional
• Correct orders served
• Staff appear to be working as a team / are organized and professional
• Staff are clearly present in the restaurant at all times and service is unobtrusive
• Staff inquires as to guest satisfaction (at least once) but not in excess
• Management presence is noted in the restaurant during service
• Other vacated tables and side stations are promptly cleared

Coffee Shop a la carte - General

• Table is already set on seating
• Table(top) / linen is in good condition and clean
• Cloth napkin provided and in good condition and clean
• Cutlery is in good condition, clean and polished
• Chinaware and glassware are in good condition and clean
• Service ware is in good condition, clean and polished
• Salt & pepper shakers clean and full
• Children's menu available at the outlet (coffee shop)
• Menus and any other printed material are in good condition and clean
• Newspaper(s) on display, current and in good condition
• Temperature is comfortable
• Lighting level and noise level appropriate
• Venue has no unpleasant odor
• Music appropriate (if applicable)
• Plants and table decorations fresh and healthy (if applicable)
• Furniture is comfortable, in good condition and clean
• Floor, walls and ceiling is in good condition and clean
• Toilets are clean

Coffee Shop a la carte - Food and Beverage

• Adequate measure for food and beverages
• Correct temperature(s) for food and beverages
• Overall food and beverage presentations
• Food and beverages are flavorsome and has good consistency
• Other food items provided (bread, butter…) as accompaniments are fresh and flavorsome
• Food & beverage served corresponds to menu / staff description

Signature Restaurant a la carte Main Meal - Reservation

• Extension answered within 4 rings
• Greeting includes "Good morning / etc", outlet name and offer of assistance
• Greeting is clear and audible
• Guest not placed on hold more than 60 seconds / no unnecessary transfers
• Staff confirms reservation details (including time & Nº of people)
• Staff confirms dress code (if applicable)
• Staff has a friendly and helpful manner
• Staff thanks guest for calling (with sincerity) / pleasant parting comment

Signature Restaurant a la carte Main Meal - Service

• Staff is present when guest arrives
• Staff greets guest at entrance within 30 sec / within acceptable time based on business
• Staff confirms guest had reservation (if applicable)
• Staff directs guest to table within 3 minutes of being acknowledged / advises of waiting period
• Staff does not rush guest to table and unfolds napkin and places it on guest's laps
• Staff promptly clears extra place settings (if applicable)
• Staff offers menu / explains buffet upon seating guest
• Guest presented with drink list / offered a drink within 3 minutes of seating (other than water)
• Staff presents wine list within 5 minutes of seating
• Guest does not have to prompt for service
• Drink is served within 4 minutes of order
• Staff offers to take food and wine orders within 5 minutes of providing menu
• Staff proactive in order-taking
• Staff uses upselling techniques for food or beverage
• Staff helpful and knowledgeable about menu and wine list (at least some basic knowledge)
• Staff has warm manner, uses eye contact, smiles and has good command of English
• Staff is well groomed, uniform is in good condition and no body odor
• Wine is served within 10 minutes of ordering
• Staff follows proper service etiquette for wine
• Staff offers drink refill in good time (if applicable)
• Drink refill is served within 10 minutes of order (if applicable)
• Starter / soup brought within 15 minutes of ordering / within time advised by staff
• Staff follows proper service etiquette
• Soiled dishes cleared within 5 minutes of completion of course
• Main course brought within 10 minutes of completing first course / within time advised by staff
(within 20 minutes if no starter ordered)
• Staff follows proper service etiquette
• Soiled dishes cleared within 5 minutes of completion of course
• Condiments & bread basket (if applicable) are cleared within 5 minutes of completion of course
• Staff presents dessert menu
• Dessert / coffee / other brought within 10 minutes of order / within time advised by staff
• Soiled dishes cleared within 5 minutes of completion of course
• Bill brought within 2 minutes of request
• Staff presents bill in clean folder & with hotel pen (in good condition)
• Bill is accurate
• If guest pays by cash, correct change given
• If guest pays by cash, change & receipt brought within 2 minutes
• Staff thanks guest (with sincerity) and bids guest farewell. Pleasant closing service
• Service standard is professional
• Correct orders served
• Staff appear to be working as a team / are organized and professional
• Staff are clearly present in the restaurant at all times and service is unobtrusive
• Staff inquires as to guest satisfaction (at least once) but not in excess
• Management presence is noted in the restaurant during service
• Other vacated tables and side stations are promptly cleared

Signature Restaurant a la carte Main Meal - General

• Table is already set on seating
• Table(top) / linen is in good condition and clean
• Cloth napkin provided and in good condition and clean
• Cutlery is in good condition, clean and polished
• Chinaware and glassware are in good condition and clean
• Service ware is in good condition, clean and polished
• Salt and pepper shakers clean and full
• Children's menu available

• Menus and any other printed material are in good condition and clean
• Newspaper(s) on display, current and in good condition
• Temperature is comfortable
• Lighting and noise level appropriate
• Venue has no unpleasant odor
• Music appropriate (if applicable)
• Plants and table decorations fresh and healthy (if applicable)
• Furniture is comfortable, in good condition and clean
• Floor, walls, ceilings are in good condition and clean
• Toilets are clean

Signature Restaurant a la carte Main Meal - Food and Beverage

• Adequate measure for food and beverages
• Correct temperature(s) for food and beverages
• Overall food and beverage presentations
• Food and beverages are flavorsome and has good consistency
• Other food items provided (bread, butter…) as accompaniments are fresh and flavorsome
• Food & beverage served corresponds to menu / staff description

Bar / Lounge - Service

• Staff is present when guest arrives
• Staff greets guest at entrance within 1 min / within acceptable time based on business
• Staff directs guest to table within 1 minute of being acknowledged / advises of waiting period
• Staff does not rush guest to table
• Guest offered drink list within 3 minutes of seating
• Guest does not have to prompt for service
• Staff offers to take order within 3 minutes of providing drink list
• Staff proactive in order-taking and uses upselling techniques
• Staff helpful & knowledgeable about drink list
• Staff offers ice with drink (if applicable)
• Staff offers a choice of accompaniments with tea or choice of milk / cream with coffee
• Staff has warm manner, uses eye contact and smiles
• Staff has good command of English
• Staff is well groomed, uniform is in good condition and no body odor
• Drink served within 5 minutes of order (4 minutes if seated at the bar counter) / within
acceptable time based on business
• Staff follows proper service etiquette
• Staff offers drink refill / 2nd drink within 1 minute of completion
• Drink refill served within 5 minutes of order (4 minutes if seated at the bar counter) / within
acceptable time based on business (if applicable)
• Bill brought within 2 minutes of request
• Staff presents bill in clean folder & with hotel pen (in good condition)
• Bill is accurate
• If guest pays by cash, correct change given

• If guest pays by cash, change & receipt brought within 3 minutes

• Staff thanks guest (with sincerity) and bids guest farewell. Pleasant closing service
• Service standard is professional
• Correct orders served
• Staff appear to be working as a team / are organized and professional
• Staff are clearly present in the restaurant at all times
• Service is unobtrusive
• Staff inquires as to guest satisfaction (at least once) but not in excess
• Management presence is noted in the restaurant during service
• Other vacated tables and side stations are promptly cleared

Bar / Lounge - General

• Table(top) is in good condition and clean
• Cocktail linen napkins are provided
• Napkins are clean and in good condition
• Chinaware and glassware are in good condition and clean
• Silverware is in good condition, clean and polished
• Menus and any other printed material are in good condition and
• Newspaper(s) on display, current and in good condition
• Temperature is comfortable
• Lighting level appropriate, all lights functioning
• Noise level appropriate
• Venue has no unpleasant odor
• Music appropriate (if applicable)
• Plants and table decorations fresh and healthy (if applicable)
• Furniture is comfortable, in good condition and clean
• Floor, walls and ceiling are in good condition and clean
• Toilets are clean

Bar / Lounge - Beverage

• Adequate measure
• Correct temperature(s)
• Overall Beverage presentation
• Beverage is flavorsome and has good consistency
• If teabag(s) used, only premium quality
• If tea / coffee ordered cream / lemon / milk is provided
• If hot beverage ordered, white & brown sugars as well as sweeteners are provided
• Complimentary snack / nuts are provided with the drink (salted snacks with cold beverage, sweet
snacks with hot beverage) at least 2 types
• Snacks taste fresh and flavorsome
• Beer is served in chilled / frosted glassware, if applicable
• Club service / mixers served on the side, if applicable
• Beverage served corresponds to menu / staff description