FIVE STAR SERVICE STANDARDS

Service
Level Engineering
Guest Interactions
Associate proactively greets guests whenever possible; for example, engineer passing by in
the corridor.
Associate is extremely well-spoken, polite and clear, avoiding slang and phrase fragments.
Associate readily smiles and maintains an engaging expression
Associate makes eye contact, and keeps focus on the guest.
Associate exhibits a genuine sense of interest and concern for guest’s satisfaction.
Associate exhibits the ability to anticipate needs; not always requiring prompting by guest.
Associate appears to be extremely well-informed about requirements within their department.
Associate appears to be generally well-informed about entire hotel; or obtains effective and
prompt assistance.
Associate uses the guest’s name as a signal of recognition.
Associate politely closes interactions with final appreciative or anticipatory remarks.
Associates maintains alert posture; no hands in pockets, folded arms; associate avoids
excessive personal chatting amongst themselves; staff does not smoke, drink or eat in guest
view.

Guest Repair Service

Associate ensures that an “Attendant On Duty” door tag is placed on the outside of the
guestroom door and if an engineering cart is being used, it is positioned in front of the guest
room door in the hallway.
Associate ensures that the guestroom doors are not left ajar at any point in time while the
room is being serviced.
The Associate knocks on the door announcing the department and provides sufficient time for
the guest to respond before re-knocking.
The Associate offers a friendly greeting (“Good afternoon”) using the guests name as a signal
of recognition.
The Associate was professionally groomed and wearing the appropriate uniform including dog
tags.
The Associate completes the service task in a manner not disturbing or inconveniencing to
the guest.
If the Associate needs to leave the room to retrieve additional materials while the guest is in
the room, the Associate will explain to the guest his expected absence time required.
While servicing an occupied room when the guest is not present, the Associate leaves a
“Services Rendered” document informing the guest that work has been completed.
At the conclusion of the service, the Associate offers further assistance and responds
appropriately.
The Associate offers a friendly farewell to the guest using the guest’s name as a signal of
recognition.

Staff
 All associates exhibit a professional vocabulary
Guests are graciously escorted to areas when directions are requested
All associates consistently maintain eye contact with guests
There is evidence that all associates are empowered by management to resolve guest issues
immediately
All associates are appropriately attired; name tags
All associates are enthusiastic and attentive with guests
All associates will use the guest’s name as much as possible if known
“Asking” questions (rather than “Demanding” questions) will be used with guests
All associates will be knowledgeable of the hotel, its services and amenities – always
suggesting its own outlets first to our guests.
Associate demonstrate anticipatory services when interacting with guests

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Associate’s Signature Date

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Supervisor’s Signature Date