•I ; ; i ' ! •,i I, f' '' .

POOL/ BEACH SERVICE

'
STAN DARD ! i
. f
•
I r,' 'I /rAG
I
I
1
t CLASSIFICATION
1 , , lV I
!~
1 Staff politely acknowledges th h
. e guest w en Service
appropriate and reasonably possible courtesy & Manners

2 Staff is highly articulate and .d d

. avo1 s sIang an Service
excessive use of phrase-fragments Courtesy & Manners

st aff is ~olite and maintains a gracious tone and

3 Service
appropriate pace th roughout the interaction Courtesy & Manners

4 Staff re~dily smiles and maintains an engaging

expression Courtesy & Manners Service

5 Staff makes eye contact and keeps focus on the

guest Courtesy & Manners Service

6 Staff exhibits a genuine sense of interest and concern Graciousness, Thoughtfulness & Service
for the guest
Sense of Personalized Service

It is not necessary to prompt staff, as they have

7 anticipated all requirements and automatically Guest Comfort & Convenience Service
provided or offered them

Staff performs the requirements of their department

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

Staff consistently and respectfully personalizes

9 interactions, addressing the guest in accordance with Graciousness, Thoughtfulness &
Service
their preference, if known Sense of Personalized Service

Staff closes interactions with polite, appropriate

10 Courtesy & Manners Service
remarks

All staff encountered are wearing clean and well-fitted

11 Staff Appearance Service
uniforms

Staff's appearance is consistent with the property

12 style and demonstrates a strong sense of personal Staff Appearance Service
care and hygiene

Staff maintains alert posture and behaves

13 Staff Appearance Service
professionally in view of the guest

Staff does not decline any request without offering Graciousness, Thoughtfulness &
14 Service
appropriate alternatives Sense of Personalized Service

- -- :al' --- ~ , - ...... ~ . : . . - 4

, • ...1 , t
J

Private and Confidential ~Five Star Travel Corporation, 2023. ·:

·.
~~.....

:
t ;_\t
'f :
,,;· t
j
Copying, Transmitting and Distributing outs1de o,f the /ntended use Is ~: rlctly P[ ohlblted.
'
.J..-_ _ _ ......

1
4-
t
I'
·i:
\\

Ji it'
,··';
I
I
.. •· t
,.
.l)
,;\

f
;.Forbes . . : I 43 ,·
• t

TA Av E
·

L
0
""""'~

u
•

10
e
,
I''•

I
1
· ' , , f • f !,!f f f- '
 fI
! ! , .
I '
! ! I 'I

I•
·r
; ( I
sTANDARo l ' j TAG
CLASSIFICATION
' l .
l
' '

15 The arriving guest is escorted to a chair and set-up Graciousness, Thoughtfuln~ss & Service
assistance is provided or offered ' sense of Persona rzed
1 Service

16 Once the guest is seated, water is proactively Service

provided or offered within five minutes Wellness

During a 90-minute period in warm conditions, some

17 sort of complimentary refreshment is proactively Service
Wellness

-
passed by staff
------ - ·
18 It is possible to conveniently obtain drinks and snacks Service
by signaling the attention of a staff member. Guest Comfort & Convenience

19 Drinks are delivered within 1Ominutes Efficiency Service

The pool area provides adequate sun protection

20 measures, including shade options and sun protection Wellness Service
products

21 Staff automatically offers at least two towels to each

guest Guest comfort & Convenience Facility

22 Soiled towels are stored discreetly Cleanliness & Condition Facility

The pool deck/beach exhibits a well-organized and

23 professional appearance; vacated loungers and used Technical Execution, Skill &
Service
serviceware are swiftly cleared Knowledge

All chairs, tables, pads, towels and umbrellas are

24 Cleanliness & Condition Facility
clean and in excellent condition

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

25 Sense of Luxury Facility
exceptional quality

All conditions around the pool and beach area are

26 Cleanliness & Condition Facility
clean and completely hygienic

The guest is completely comfortable. There is

adequate space and privacy. If children or group~
27 Guest Comfort & Convenience Service
of guests are present, it is possible to select chairs
isolated from others

The pool setting is distinctive and promotes a sense

28 Sense of Luxury Facility
of place

-- -"••---~ . ' ' I i

,.,..:..4~ , w . e . . . . . t . ~ ........""'

. I
Private and Confidential ©Five Star' Travel Corporation, 202J. •· ·· 11' ,
:
1 .
I
1
~ , .......
: :i
___ ,..,.__ ___..........._ ..........

1
; · J'
,, tI
r
....
·~·

u.orbes
'

I'! **
•*•
'
•

44
Copying, Transmitting end Distributing outs)de of the )nte~ded us~ Is ~trictly P!Ohiblted. i, -f1 .f i ,T Av EL G u I D E I '.
- I -~ : T : t ' if l i . , I t ~--
 I. srANDARD .J 1
_ 1
l ,1 .1,! rt
, 1 ,
1
iI
1
r .II,; l·
t
t, , 1i:l
cLAss1FrcATI0N ,
'f ,r
n·
Ill" •
h,
rlt•1·J·t
tJ :. TAG ·ft

29 Restrooms are located within the pool/beach area Guest Comfort & Convenience Facility

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

1 30 well-maintained Cleanliness & Condition
r-- + - - -- - - - - - - - - + - -- - --·-
Poolside menu is available and offers an exceptional
31 variety of food and beverages, including specialty Service
Sense of Luxury
items

32 Poolside menu offers a variety of nutritionally focused

Wellness Service
I
I
options; dietary restrictions are considered

If available, poolside menu, check presenter and all

33 service items are clean and in good condition. Menu Cleanliness & Condition Facility
is grammatically correct

I 34 Food and beverages have a distinctive presentation Sense of Luxury Service

i

35 All ordered items are fresh, flavorful and properly

prepared Food & Beverage Quality Service

36 All ordered items are accurately served Technical Execution, Skill &
Service
Knowledge
!i
! 37 The bill is accurate Technical Execution, Skill &
! Service
Knowledge

The service is handled without excessive delays or

38 Efficiency Service
i interruptions

·~-~- - - : - ~ l , l i 1 i I J t ·t i
Prlvat~ and Confidential @Five Star Travel Corporation, 2~23 · t J 1
.........

Copying, Transmitting end Olstribuilng outside of the Intended use Is strictly prohi~lted,
t 1i t
........ ,:... .

!.
·t H
,. t:,f
I'

t
Ij '.. i-1M
'
Av
: t •• I
,·Forbes auI
**
EL
i
oE
45
,t• • •' ' "', • :i
'J(' J: '' iJ "t, );
• !t! ' '.. '
'.l; ,. ,, Ql:f ,