Standards of Excellence

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
- All Rights Reserved

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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 / N of nights / N of guests / N 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, N of rooms and guests
Staff recaps room type, room rate and guest's name

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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)

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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 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

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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 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 / N 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

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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
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 wishes guest a pleasant stay (with sincerity)

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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
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 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

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Departure from Hotel
Guest is promptly acknowledged by staff
Staff are friendly and have genuine smiles
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 Hotels 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)

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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 Operators 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
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

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Guest not placed on hold more than 30 sec. / no unnecessary transfer
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
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

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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
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
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 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
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
Shoes are collected within 10 minutes
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

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Maintenance Problem (only if genuine)
Staff understands the problem
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
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
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

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 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

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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
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

Staff understands request
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)

Staff understands the problem
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
Connection successfully established and established within 30 minutes (of initial call)

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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)
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

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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

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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

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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

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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

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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

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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

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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
Lighting is adequate, all lights are functioning
Extra dcor (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
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
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
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
Facilities are free of unpleasant odors. Any cleanliness issues have been attended to by second
visit (30 min later)

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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
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

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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
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
Fitness Centre is overall well appointed and allows for a good work-out
Leisure - Golf (if applicable)

Golf Arrival and registration for play is efficient and well organized
Staff is polite and positive in demeanor and remarks
Staff maintains professional posture and actions (no distracting conversation, eating, etc.)
Staff seems well organized, without confusion, and prepared
Staff speaks clearly
Staff has a neat, professional appearance
Pro Shop staff is knowledgeable about merchandise, and suggests balls, gloves or other supplies
during check-in
Merchandise displays are neat, well organized, well stocked and inviting
Starting procedures are well organized and play can begin within 10 minutes of reserved time
Players are advised of day's course conditions, cart rules and encouraged to enjoy the play
For first time players, course orientation will include local rules and brief course advice
All course staff members are discreet, maintaining adequate distance from players and silencing
machinery appropriately
Play proceeds around course in a timely manner, without needless delay, and within estimated
playing time
Complimentary water is provided either on the cart, or at every other tee box
Refreshments are available four times per round, either in passing snack bar, or from beverage
cart

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Snack bar or beverage cart is clean and hygienic and invitingly displayed
Foods and drinks demonstrate good flavor, texture, freshness and appropriate seasoning
Decorative grounds are well manicured, healthy, and attractive
Tee boxes, out of bounds, directional signs and yardage are well marked throughout course
Tee boxes, fairways and bunkers are well manicured, clean and free of excessive debris
Tee boxes, fairways and bunkers are in good condition, healthy and free of excessive damage
Greens are well manicured, healthy, clean and roll smoothly
Practice green and short game facility are in good condition and reflective of actual course
condition
Driving range is clean, convenient, well-marked and in good condition
Driving range is well supplied with balls, tees and water
Restrooms are clean, hygienic and well supplied
Carts operate smoothly, including GPS if provided, and free of damage and wear
Carts are clean and stocked with dry towels, complimentary tees, scorecard and pencil (or these
provided elsewhere)
Rented or borrowed equipment in very good condition
Club storage available and secure
Sports lesson begins and ends at time promised
Sports lesson is conducted in relative privacy, with dedicated attention and focus
Sports professional demonstrates patience, enthusiasm and good interpersonal teaching skills
Sports professional provides overview of lesson goals at beginning and summary at conclusion
of sessions
Spa Reception (if applicable)

Staff has friendly, helpful manner and speaks sufficient English
Staff appears professional and knowledgeable about facilities
Staff is proactive, guest does not have to prompt for standard procedure (sign-in, directions, etc)
Area is in good condition, orderly and clean
Spa Facilities (if applicable)

Steam Room is functioning, in good condition. It is hot enough (between 40 to 45 degrees
Celsius) within 30 minutes of arrival at Spa area
Steam Room is clean and smells fresh
Sauna is functioning, in good condition. It is hot enough (between 85 to 110 degrees Celsius)
within 30 minutes of arrival at Spa area
Sauna is clean and smells fresh
Heating unit is clean and polished
Water for heating unit is kept refilled
Clock / timing device and thermometer are provided
Clock / timing device and thermometer are functioning and in good condition
Safety instructions clearly indicated at sauna and steam room
Interior whirlpool is functioning, in good condition and sufficiently hot. It is clean

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There is no foam build-up
Water is clear and free of debris
Plunge pool is functioning, in good condition, clean and cold enough
Water is clear and free of debris
Area smells clean and fresh
Lighting is adequate and all lights working
Temperature is comfortable (not too warm or cold)
Floor is in good condition and clean
Dry areas Flooring is dry
Wet areas Flooring is wet, but at a reasonable level (regularly serviced)
Vanity / sink counters and areas are in good condition and clean. Mirrors / chrome / brass are
polished
Sufficient number of amenities provided (at least shower gel, shampoo, body lotion + 3 others)
Amenities are stocked and tidy
Full length mirror provided
Complimentary water provided
Hairdryers are provided, functioning and in good condition and clean
Lockers are in good condition (interior and exterior), clean and fresh smelling
Benching and other furniture are in good condition and clean
Wastebaskets are in good condition, clean and not overfilled. Cleared in a timely manner
Towels are readily available throughout locker area
Used towels are stowed unobtrusively
Towels, robes and slippers are in good condition and clean
Showers are functioning, in good condition and clean
Toilets are functioning, in good condition and clean
Flooring is clean and dry
Ample toilet paper is provided
Toilet and shower areas are in good condition and clean
Spa Treatment Reservation (if applicable)

Extension answered within 4 rings and greeting is clear and audible
Greeting includes department name, staff name, offer of assistance
If booking done in person, guest acknowledged and greeted within acceptable time based on
business
Staff is proactive in promoting the Spa services and packages available
Staff appears knowledgeable about all Spa services and packages when prompted
Staff offers alternate booking times (if requested period unavailable)
Staff inquires if guest would prefer treatment be done in an outside Sala
Staff offers choice of service provider
Staff requests / confirms guests name and room number
Staff confirms reservation details (including time and treatment type) and informs guest of
cancellation policy

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Staff has a friendly, helpful manner and speaks sufficient English
Staff understands and is accommodating to guests request
Staff invites guest to arrive early & use Steam / Sauna facilities
Staff offers further assistance prior to ending conversation
Staff thanks guest for calling (with sincerity) / pleasant parting comment
Spa Treatment Reception (if applicable)

Staff confirms appointment details
Staff confirms method of payment
Staff is proactive, guest does not have to prompt for standard procedures (sign-in, directions, etc)
Staff asks guest to complete health assessment
Staff offers further assistance / asks if guest has any questions
Staff offers a glass of water prior to treatment and a choice of a hot / cold towel
Reception area contains adequate supply of reading material (brochures / Spa menu / magazines /
pamphlets)
Tester and stands are accessible, complete and clean
Spa Reception is in good condition, orderly and clean
Spa Pre-Treatment (if applicable)

Staff is on time and introduces him / herself
Staff gender as requested
Staff has friendly, helpful manner and speaks sufficient English
Staff escorts guest to appropriate area and follows proper etiquette
Upon arrival, the treatment room / areas are prepared and orderly
Staff confirms treatment and duration
Staff discusses health assessment and inquires which particular areas guest would like staff to
focus on
Staff explains how to prepare for the service, guest does not have to prompt for standard
procedure
Staff offers the choice of massage oils and recommends specific kind for massage type (n/a for
body scrub)
Bowl with natural decoration placed under the massage table (head) for viewing
Face cradle is covered with a smooth and sweat-absorbing material
Staff holds towel up for guest / offers a degree of privacy to allow guest to disrobe / change (if
requested)

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Spa Treatment (if applicable)
Staff cleans guest feet with warm moist towel prior to treatment
Staff inquires if lighting, temperature and music levels appropriate
Staff is attentive to guests response and adjusts accordingly
Treatment technique (movements) is precise and focused
Pressure is consistent & adequate
Staff keeps rhythmical pace (does not under-utilize time)
Staff inquires if guest is comfortable during service
The treatment was performed in a smooth and continuous manner
The service was professionally and well conducted, guest felt comfortable at all times
Service lasted correct duration or slightly longer
Staff informs guest when service is completed
Staff ensures guest is appropriately covered with a towel before assisting guest to sit up (at the
end of the treatment)
Staff holds towel up for guest / offers a degree of privacy to allow guest to robe / change (if
requested)
Robe and slippers easily accessible
Staff escorts guest back to the Reception Area / Lounge
Spa Post Treatment (if applicable)

Staff escorts guest back to the Reception Area / Lounge
Staff offers small plate of healthy nibbles / snacks (i.e. fruits, nuts, etc.)
Staff inquires as to guests satisfaction
Staff proceeds with payment procedure in a gracious & smooth manner
Bill is accurate / corresponds with advertised tariff
It is possible to sign to the room
Staff invites guest to return to the Spa
Staff thanks guest (with sincerity), bids farewell. Pleasant closing service
Spa General Services (if applicable)

Staff do not engage in non-work related chat (with other staff) in guests presence
Staff are attentive i.e. does not ask guest to repeat information unnecessarily, does not ignore
guest
Staff is not overly talkative (during treatment)
Staff manners are appropriate and professional
Staff excuse themselves politely if their attention is required elsewhere
Staff determine skin / body care needs by asking qualifying questions (if applicable)
Staff are proactive in recommending relevant retail products to suit guest needs (if applicable)
Staff Product Knowledge
Staff do not use pushy sales tactics
Overall impression of the Treatment

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Spa - General Facilities (if applicable)
Furniture is comfortable, in good condition and clean
Floor, walls, ceiling are in good condition and clean
Toilet (if applicable / assessed) is in good condition and clean
Lighting is soft (in treatment room) and dimmed during treatment
All lights working
AC / Ventilation is of adequate temperature during treatment
Treatment bed / table is comfortable and well prepared / presented
Towels and linen are in good condition and clean
Showers are functioning, in good condition and clean
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
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
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

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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 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

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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

Greeting includes "Good morning / etc", Greeting department name, offer of assistance
Staff has good command of English and accommodating of requests
Staff knowledgeable about menu (if applicable)
Staff does not rush guest through order
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 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

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Staff invites guest to call Room Service for collection on completion of meal (even if there is a
printed note stating so)
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
Cloth napkin is provided, clean and in good condition
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)
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

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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 good command of English
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
Cloth napkin provided and 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

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Lighting level and noise level appropriate
Venue has no unpleasant odor
Music appropriate (if applicable)
Plants and table decorations fresh and healthy (if applicable)
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)
Portion includes at least 2 cups of tea / coffee
Milk provided in jug
Brown and white sugar + sweeteners available (individually wrapped)
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 does not rush guest to table and assists guest in taking a seat
Staff offers menu upon seating guest

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Guest presented with drink list / offered a drink within 2 minutes of seating (other than water)
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
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
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
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
Correct orders served
Staff are clearly present in the restaurant at all times and service is unobtrusive
Coffee Shop a la carte - General

Salt & pepper shakers clean and full

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Children's menu available at the outlet (coffee shop)
Lighting level and noise level appropriate
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
Food and beverages are flavorsome and has good consistency
Signature Restaurant a la carte Main Meal - Reservation

Greeting includes "Good morning / etc", outlet name and offer of assistance
Staff confirms reservation details (including time & N of people)
Staff confirms dress code (if applicable)
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 does not rush guest to table and unfolds napkin and places it on guest's laps
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
Drink is served within 4 minutes of order
Staff offers to take food and wine orders within 5 minutes of providing menu

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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
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
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
Staff presents bill in clean folder & with hotel pen (in good condition)
Bill is accurate
Staff are clearly present in the restaurant at all times and service is unobtrusive
Signature Restaurant a la carte Main Meal - General

Salt and pepper shakers clean and full
Children's menu available

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Lighting and noise level appropriate
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
Food and beverages are flavorsome and has good consistency
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
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
Drink served within 5 minutes of order (4 minutes if seated at the bar counter) / within
acceptable time based on business
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)
Staff presents bill in clean folder & with hotel pen (in good condition)
Bill is accurate

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Staff are clearly present in the restaurant at all times
Service is unobtrusive
Bar / Lounge - General

Table(top) is in good condition and clean
Cocktail linen napkins are provided
Napkins are clean and in good condition
Silverware is in good condition, clean and polished
Menus and any other printed material are in good condition and
Lighting level appropriate, all lights functioning
Noise level appropriate
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 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

Page 39 of 39

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Standards of Excellence

Phone Reservation (direct to hotel) 3

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Internet Reservation (through hotel website)

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External calls to Hotel

Internal calls to Hotels different Departments

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Housekeeping Express Service

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Turndown Service (late check-in)

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Housekeeping Item Request

Shoe Shine Service

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Concierge - Item Request

Concierge - Information (in person)

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Concierge - F&B Information

Concierge - Cyber Assistance (only genuine problems)

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Security Guest Room Key Request Test

Guest Room - Upkeep & Cleanliness

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Guest Room Bed Area

Guest Room - General

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Guest Room - Business

Guest Room Stationery & Compendium

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Guest Room - Minibar & Refreshments

Guest Room - Entertainment

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Bathroom - Facilities & Amenities

Bathroom - Upkeep & Cleanliness

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Public Areas - Exterior & Entrance

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Other Public Areas

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Business Centre - General

Business Centre - Service

Leisure - Swimming Pool (if applicable)

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Leisure - Golf (if applicable)

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Spa Reception (if applicable)

Spa Facilities (if applicable)

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Spa Treatment Reservation (if applicable)

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Spa Treatment Reception (if applicable)

Spa Pre-Treatment (if applicable)

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Spa Post Treatment (if applicable)

Spa General Services (if applicable)

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Retail (if applicable)