2021 HotelStandards English ForbesTravelGuide

HOTEL STANDARDS | 2021
www.forbestravelguide.com
CONTACT
Amanda Frasier
Executive Vice President, Standards & Ratings
afrasier@forbestravelguide.com
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2
CLASSIFICATIONS
Each Forbes Travel Guide standard reflects a category of the guest experience known as a
Classification. The following Classifications are represented within 2021 standards
for hotels:
Cleanliness & Condition

These standards address hygiene and maintenance
Courtesy & Manners

These standards address basic good manners and social skills
Efficiency
These standards address the expected time of delivery of service
Food & Beverage Quality

These standards relate to the quality of the food and beverage provided
Graciousness, Thoughtfulness & Sense of Personalized Service

These standards address the sense of individualized attention, care, concern and the ability to
anticipate guest needs intuitively
Guest Comfort & Convenience

These standards impact a guest’s physical comfort and ease as well as reduce anxiety and
embarrassment
Sense of Luxury
These standards are designed to represent areas of the guest experience that are particularly
noteworthy. They are not always intended to represent physical items and can be expressions of
exceptional care and concern
Staff Appearance
These standards address the staff’s personal appearance and posture
Technical Execution, Skill & Knowledge

These standards relate to staff’s technical training, competence and expertise
Wellness
These standards reflect areas where the guest can expect to experience and/or continue
lifestyle choices that enhance their overall sense of well-being

3
RESERVATION SERVICE
STANDARD CLASSIFICATION TAG
1 Telephone conversation is calm and clear Guest Comfort & Convenience Service
The guest is always asked permission before being

2 Courtesy & Manners Service
placed on hold
No telephone hold longer than 30 seconds without

offering call-back
Staff is highly articulate and avoids slang and

excessive use of phrase-fragments
Staff is polite and maintains a gracious tone and

appropriate pace throughout the interaction
Staff exhibits a genuine sense of interest and concern Graciousness, Thoughtfulness &
6 Service
for the guest Sense of Personalized Service
Staff leads the conversation and is thoughtful and

Graciousness, Thoughtfulness &
7 intuitive, demonstrating anticipatory service when Service
Sense of Personalized Service
appropriate and helpful
The guest's name is used naturally as a signal of Graciousness, Thoughtfulness &

8 Service
recognition Sense of Personalized Service
Reservationist specifically thanks the guest for the

9 booking and closes the interaction with a polite and Courtesy & Manners Service
appropriate remark
The guest is offered a choice of room rates and types

10 Guest Comfort & Convenience Service
when available and/or appropriate
Reservationist can readily describe the various Technical Execution, Skill &
11 Service
physical elements in the guest room Knowledge
Reservationist can describe hotel facilities and Technical Execution, Skill &
12 Service
procedures with clarity Knowledge
Reservationist can effectively provide directions and/ Technical Execution, Skill &
13 Service
or transportation options and their associated costs Knowledge

4
Reservationist clearly explains deposit and Technical Execution, Skill &

14 Service
cancellation policies and any penalty charges Knowledge
Reservationist offers hotel services, such as

transportation service, dinner or spa reservations
Technical Execution, Skill &

16 Details of the booking are repeated for confirmation Service
Knowledge

17 A confirmation number is offered Service
Knowledge
Confirmation is offered and received within 24 hours

18 Efficiency Service
of the call

19 Confirmation email is accurate Service
Knowledge
The guest is fully prepared for their stay after the Graciousness, Thoughtfulness
20 call, and they look forward to their visit with positive & Sense of Personalized Service
anticipation Service
Graciousness, Thoughtfulness
Cross-departmental channels of communication
21 & Sense of Personalized Service
among staff are consistent and complete
Service
The service is handled without excessive delays or

interruptions
An online hotel booking engine or mobile application

is available
The booking engine is convenient and guides the

guest through the booking process
Date and room type selections are clear and

immediately show rates and availability
Rate types and inclusions are clearly and

26 conveniently described during the online booking Service
Knowledge
process

5
Online room descriptions are helpful, with accurate Technical Execution, Skill &
27 Service
photos included Knowledge
It is possible to make special requests and/or

28 additional arrangements through the online booking Guest Comfort & Convenience Service
engine

The deposit and cancellation policy is clearly
29 Service
explained before the booking is processed online
Knowledge

30 For online bookings, confirmation is immediate Service
Knowledge

6
ARRIVAL SERVICE
Staff politely acknowledges the guest when

appropriate and reasonably possible


Staff readily smiles and maintains an engaging

expression
Staff makes eye contact and keeps focus on the

guest
6 Service
Staff is thoughtful and intuitive, demonstrating Graciousness, Thoughtfulness &

7 Service
anticipatory service when appropriate and helpful Sense of Personalized Service
Cross-departmental channels of communication Graciousness, Thoughtfulness &

8 Service
among staff are consistent and complete Sense of Personalized Service
Staff performs the requirements of their department

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

10 Service
Staff closes interactions with polite, appropriate

remarks
All staff encountered are wearing professional, clean

12 Staff Appearance Service
and well-fitted uniforms
13 All staff encountered are extremely well-groomed Staff Appearance Service

7
Staff maintains alert posture and behaves

professionally in view of the guest
Staff does not decline any request without offering Graciousness, Thoughtfulness &
15 Service
appropriate alternatives Sense of Personalized Service
Guests are greeted curbside within 30 seconds of

arriving
If hotel transportation service is utilized, the

17 appearance and hospitality skills of the staff are Courtesy & Manners Service
professional and courteous
Luggage assistance is immediate at curbside and

offered by the staff
The guest is escorted or directed to the appropriate

registration area
Time from arriving at reception area until registration

is complete does not exceed five minutes
Special requests or bookings made prior to arrival are

21 confirmed during registration or upon entering guest Service
Knowledge
room
All details of the reservation are accurate; departure Technical Execution, Skill &
22 Service
date is confirmed during registration Knowledge

23 The guest is escorted or directed to their room Service
Luggage service is secure, seamless and does not

24 require the guest to identify or prompt for luggage at Guest Comfort & Convenience Service
any time once a hotel staff member has collected it
25 Luggage is stored conveniently Guest Comfort & Convenience Service
Luggage arrives within 10 minutes of registration

completion

8
Orientation to the hotel is discreet and helpful,

27 consisting of only relevant and important facts that Guest Comfort & Convenience Service
do not overwhelm the guest
Orientation to the guest room is discreet, helpful and

appropriate to the location, including only facilities or
services that might otherwise be overlooked or are
unique
If guest room is not ready beyond hotel's check-in

time, staff makes thoughtful suggestions to ensure
29 the guest's comfort while they wait, and an estimated Guest Comfort & Convenience Service
wait time is made known and honored within 15
minutes
Did the arrival process, staff or level of thoughtfulness

30 Sense of Luxury Service
stand out in any way?

interruptions

9
DEPARTURE SERVICE

placed on hold

offering call-back




expression

guest
9 Service
Staff is thoughtful and intuitive, demonstrating Graciousness, Thoughtfulness &

10 Service
anticipatory service when appropriate and helpful Sense of Personalized Service

11 Service

12 Service

remarks

10


If hotel transportation service is utilized, the

17 appearance and hospitality skills of the staff are Courtesy & Manners Service
professional and courteous
18 Service
Bellman arrives within eight minutes of departure

19 assistance request; or within five minutes of pre- Efficiency Service
arranged luggage pick-up time
Time spent settling the folio does not exceed five

minutes
Luggage service is secure, seamless and does not

require the guest to identify or prompt for luggage at
any time once a hotel staff member has collected it
from the room
Staff accepting payment specifically thanks the

22 guest and closes the interaction with a polite and Courtesy & Manners Service
appropriate remark
Staff proactively offers transportation assistance,

23 not waiting for the guest to exit the hotel and seek Service
transport
The final folio is offered to guest for review prior to

processing

11
If a printed folio is provided, a folder or envelope is

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

one hour

27 The final folio is accurate and easy to read Service
Knowledge
If applicable, posting/charge errors called to the

28 attention of the staff are quickly and discreetly Service
rectified with words of apology
There will be no unexpected charges posted to the

29 folio; guests must have been advised in some obvious Guest Comfort & Convenience Service
manner of all charges
Did the departure process, staff or level of

thoughtfulness stand out in any way?

interruptions

12
GUEST SERVICE 1 & 2

placed on hold

offering call-back




expression

guest
When appropriate, staff asks guiding questions to Graciousness, Thoughtfulness &

9 Service
ascertain the guest's preferences Sense of Personalized Service
Staff exhibits a genuine sense of interest and concern

10 for the guest and/or demonstrates anticipatory Service
service when appropriate and helpful

11 Service

12 Service

13 Service
Staff closes interactions with a polite, appropriate

remark

13


Follow-up service or call-backs are timely and

accurate
When asked about restaurant recommendations,

local activities and/or attractions, staff provides Technical Execution, Skill &
19 Service
an appropriate choice of options as well as brief Knowledge
descriptions
Staff exhibits local expertise by providing thorough Technical Execution, Skill &
20 Service
detail and first-hand knowledge Knowledge
When appropriate, staff effectively provides directions Technical Execution, Skill &
21 Service
and transportation options Knowledge

22 All non-digital collateral is professionally presented Service
Knowledge
23 Service

interruptions

14
DIGITAL SERVICES
The hotel's website is professional in design and Technical Execution, Skill &
1 Service
consistent with the property and/or brand Knowledge
2 The hotel's website is intuitive and easy to navigate Guest Comfort & Convenience Service

3 All email communications are personalized Service
All email communications are professionally

4 formatted and accurately reflect the property and/or Service
Knowledge
brand
Staff is articulate and courteous when corresponding

with the guest via email
All text message communications are polite,

professional and consistent with the property style
Text message responses are instantaneous or within

the promised timeframe
When guest requests are made through digital

8 technology, the functionality is intuitive and Guest Comfort & Convenience Service
convenient
All service automation implements function

seamlessly and as expected
Non-digital alternatives are available for any service

automation technologies provided
11 General email inquiries are resolved within 24 hours Efficiency Service

15
FITNESS FACILITY
Attendants actively circulate the fitness center at

1 least every 20 minutes, making themselves readily Guest Comfort & Convenience Service
available
Staff in the fitness center is professional and

courteous
Restrooms are conveniently located in or near the

3 Guest Comfort & Convenience Facility
fitness center
If provided, the overall appearances of the locker

4 room and/or restroom area are organized, clean and Cleanliness & Condition Facility
well-maintained
All fitness equipment is clean and in excellent working

5 Cleanliness & Condition Facility
order
6 Equipment is of a high quality, professional grade Sense of Luxury Facility
7 A variety of cardio machines is provided Guest Comfort & Convenience Facility
8 A variety of low-impact equipment is available Wellness Facility
A full set of free weights and at least one piece of

9 strength-training or circuit-training equipment are Guest Comfort & Convenience Facility
available
The fitness room is spacious and arranged in

a convenient manner, such that the guest can
comfortably navigate the facility and use all
equipment
The fitness room and all amenities are clean and in

excellent condition
Personal headsets are provided or available upon

request
Individual and properly operable televisions are

13 available at appropriate cardio pieces, and are easy Guest Comfort & Convenience Facility
for guests to control while working out

16
14 Water is readily available within the fitness center Wellness Facility
Fresh fruit and/or snacks are available in or near the

15 Wellness Facility
fitness area
Appropriately sized towels are conveniently available

to all guests in the fitness area
17 Chilled towels are presented in the fitness area Wellness Facility
All amenities are thoughtfully presented on or in

18 Sense of Luxury Facility
distinctive high quality serviceware
19 Towels are disposed of discreetly Cleanliness & Condition Facility
Availability of fitness classes or personal training is

20 Wellness Service
made known
The facility provides a fresh and comfortable workout

environment
The fitness facility provides special elements which

elevate the guest's workout experience

17
GUEST SERVICE REQUEST

placed on hold

offering call-back



expression

guest

service

9 Service

10 Service

11 Service
12 All interactions are closed politely and appropriately Courtesy & Manners Service


18

16 Service
Staff arrives to the room within 10 minutes unless

advised otherwise
Requested items delivered to the room are elegantly

presented
Both same-day and express laundry/dry cleaning

service are available on weekdays
One-hour pressing at hotels or two-hour pressing at

resorts is available on weekdays
21 Folded items are returned with luxurious presentation Sense of Luxury Service
Hanging items are neatly returned on high quality

hangers, with non-slip inserts for trousers
The service or resolution provided by the staff meets Technical Execution, Skill &
23 Service
the guest's needs and expectations Knowledge

interruptions

19
HOUSEKEEPING DAILY SERVICE
1 The bathroom floor is thoroughly cleaned Cleanliness & Condition Service
2 All bathroom fixtures are thoroughly cleaned Cleanliness & Condition Service
Bathroom appointments such as mirrors, shelves, etc.

3 Cleanliness & Condition Service
are thoroughly cleaned
All used bathroom linens and robes are removed and Technical Execution, Skill &
4 Service
neatly replaced Knowledge
All fresh bathroom linens are clean and in excellent

condition
6 Toiletries and cosmetics are neatly arranged Guest Comfort & Convenience Service
High quality underliners are used for toiletries on

7 vanity or counter surfaces, but not under items on Sense of Luxury Service
narrow shelves
Small appliances provided by the hotel have their

cords (i.e. hairdryer, iron, etc.) neatly coiled and
appliances are tidily arranged in the vicinity of where
they were originally found on arrival
End sheets of toilet tissue are neatly pointed or

similarly cared for
Any soap or bathroom amenity that is more than half

depleted has a fresh product added
Debris is thoroughly removed from all areas of the

bedroom floor
Any significant dust, debris or spillage on furniture

surfaces is thoroughly cleaned
Following daily service, all bed linens are completely

clean and in exceptional condition
The bed is tightly and attractively remade with Technical Execution, Skill &
14 Service
decorative elements replaced Knowledge

20
If an obvious environmental preference program is in

15 place for linens and towels, the guest's requests are Service
Knowledge
honored
Wastebaskets and ashtrays throughout the bedroom

and bathroom are emptied/cleaned
Soiled in-room dining serviceware, trays or trolleys are Technical Execution, Skill &
17 Service
removed from the room and not left in the corridor Knowledge
If used, glassware, silver or china in the room is

thoroughly cleaned
If provided complimentary, food and beverage

19 amenities are freshened and/or replaced as Guest Comfort & Convenience Service
necessary
Items consumed from the minibar are replaced at

some point during the day
If ice had been provided in the ice bucket, ice bucket

is drained and cleaned, or completely refreshed
Clothing left around the room is neatly folded or

draped and left within immediate guest view
Shoes left out in the room are paired and neatly

23 placed near where the guest had left them, out of high Guest Comfort & Convenience Service
traffic areas
Personal guest belongings, other than clothing or

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

toiletries, are handled in a noteworthy manner

21
Magazines and newspapers are neatly compiled and Technical Execution, Skill &
26 Service
arranged Knowledge
Hotel collateral such as service directories, in-room

27 dining menus, corporate directories, etc. are neatly Guest Comfort & Convenience Service
arranged
TVs are turned off or set to a dedicated welcome

channel, furniture throughout the room is neatly
straightened and closet and cupboard doors are
closed
All window treatments are opened, if appropriate,

29 have a symmetrical appearance and are uniform day- Guest Comfort & Convenience Service
to-day
Depleted complimentary room amenities are

replenished, such as notepads, pens and laundry kits
Burned out light bulbs or other malfunctioning

equipment is replaced/repaired
The room has an extremely fresh, comfortable

32 Wellness Service
atmosphere when the guest returns
Daily service is provided in a timely, convenient and

33 discreet manner so that the guest does not feel Guest Comfort & Convenience Service
disturbed
If a room attendant, minibar attendant or technician

34 is encountered, they are very polite, well-groomed and Courtesy & Manners Service
professional
Good security precautions are taken when staff is Technical Execution, Skill &
35 Service
servicing rooms Knowledge
Guest room corridors are kept neat and organized Technical Execution, Skill &
36 Service
during daily service Knowledge

22
HOUSEKEEPING TURNDOWN SERVICE
1 Turndown is provided automatically Sense of Luxury Service
Turndown is provided automatically or the guest is

prominently invited to call to request service
Turndown service is provided in a timely, convenient

3 and discreet manner so that the guest does not feel Guest Comfort & Convenience Service
disturbed
During evening service, an effort is made to set an

4 Wellness Service
appropriate atmosphere

5 During evening service, bedding is neatly prepared Service
Knowledge
During evening service, shoes left out in the room are

6 paired and neatly placed near where the guest had left Guest Comfort & Convenience Service
them, out of high traffic areas
During evening service, clothing left around the room

7 is neatly folded or draped and left within immediate Guest Comfort & Convenience Service
guest view
The bedroom is tidied, with significant debris removed

8 from floors and furnishings; wastebaskets are Service
Knowledge
emptied and reading materials are straightened
During evening service, the bathroom counter, sink,

shower and tub are cleaned
If depleted, during evening service, amenities are

plentifully supplied
During evening service, toiletries and cosmetics are

neatly arranged
High quality underliners are used for toiletries on

12 vanity or counter surfaces, but not under items on Sense of Luxury Service
narrow shelves

23
During evening service, used bathroom linens are

removed and neatly replaced, unless the guest Technical Execution, Skill &
13 Service
chooses to participate in an environmental preference Knowledge
program
All fresh bathroom linens are clean and in excellent

condition
Evening service includes a noteworthy or thoughtful

element
If a housekeeping turndown attendant is encountered,

they are very polite, well-groomed and professional

24
GUEST ROOM
Upon arrival, the room has an extremely fresh,

1 Wellness Service
comfortable atmosphere
A specific welcome gift or amenity is provided during

the visit
If provided, the welcome amenity is of extremely high

quality and distinctive in presentation
4 The guest room is well-soundproofed Wellness Facility
The hotel collateral in the room is elegant or

distinctive in a way that is notable
If provided, printed products, such as stationery,

6 postcards, envelopes, notepad paper or pens, are Sense of Luxury Facility
elegant and of high quality
Printed collateral and reading material are in excellent

condition
8 All collateral is accurate and magazines are current Guest Comfort & Convenience Service
9 The bed is clean and in excellent condition Cleanliness & Condition Facility
The bed linens are of high quality and made of natural

materials
11 The bed is exceptionally comfortable Wellness Facility
The room promotes good sleep with convenient

blackout functionality and/or other elements
The closets and shelves/drawers are generously

spacious and very well lit
There are at least 10 hangers in the closet, convenient

for both men and women, and all types of garments
Fresh flowers or live plants are provided by the hotel

in the guest room

25
The bedroom offers a comfortable place to relax,

16 such as when watching television or dining, separate Guest Comfort & Convenience Facility
from the bed and desk areas
The lighting in the bedroom is comfortable for the

17 guest to complete all necessary daily tasks. The room Guest Comfort & Convenience Facility
has ample natural light during the day
18 The bedroom is exceptionally clean Cleanliness & Condition Facility
19 The bedroom is extremely well-maintained Cleanliness & Condition Facility
If available, the outdoor balcony/patio is exceptionally

clean and in excellent condition
The room is supplied with a variety of high quality

21 amenities and/or technology appropriate to the Sense of Luxury Facility
destination
22 All useful items are clean and in excellent condition Cleanliness & Condition Facility
23 If provided, the technology is easy to use and navigate Guest Comfort & Convenience Facility
Electronic outlets are located in convenient locations

for the guest
Clocks display the time of day within two minutes of

25 the time confirmed by the global time clock and prior Guest Comfort & Convenience Service
alarms are cleared
The requested newspaper is accurately delivered and Technical Execution, Skill &
26 Service
presented in a thoughtful manner Knowledge
The architectural design style of the room is notable

in interest or execution
Exceptional attention to the interior design is evident,

which may include interesting or notable pieces of
artwork, excellent fabrics/upholstery on furniture, high
quality window treatments, etc.

26
The entire room is true to the thematic elements.

There are no unintentional mismatching styles of
furnishings or indication of remodeling that is not
thorough or done in cycles
The grooming areas are generously spacious so that

two persons could easily shower and dress in comfort
31 A notable variety of bathroom amenities is provided Sense of Luxury Facility
32 The bathroom amenities are exceptionally luxurious Sense of Luxury Facility
Robes, slippers and ample towels are automatically

provided
Robes, slippers and towels are of extremely high

quality
Robes, slippers and towels are all clean and in

excellent condition
Strong water pressure and no vacillating water

36 temperatures are present in showers; showers are Guest Comfort & Convenience Facility
easy to operate
Placement of bathroom amenities is convenient and

careful
Placement of bathroom linens is convenient and

careful
The lighting in the bathroom is sufficient for all

39 intended tasks, such as grooming and makeup Guest Comfort & Convenience Facility
application
40 The bathroom is exceptionally clean Cleanliness & Condition Facility
41 The bathroom is extremely well-maintained Cleanliness & Condition Facility
The bathroom design and appointments, such

42 as counters, floors and fixtures, are exceptionally Sense of Luxury Facility
noteworthy

27
If provided, the minibar program offers a notable

variety of high quality snacks and beverages
If provided, the minibar program is elegant in

presentation
45 The guest is exceptionally comfortable in this room Sense of Luxury Service

28
PUBLIC AREAS
1 Telephone conversations are calm and clear Guest Comfort & Convenience Service




expression

guest

service when appropriate and helpful

8 Service

Staff can capably answer questions about the entire Technical Execution, Skill &
10 Service
hotel or obtains effective and prompt assistance Knowledge
If known, the guest's name is used naturally as a Graciousness, Thoughtfulness &

11 Service
signal of recognition Sense of Personalized Service
Staff closes interactions with a polite, appropriate

remark


29
15 Service
If any negative issues encountered during the stay are

16 called to the attention of staff, these are quickly and Service
discreetly rectified with words of apology
17 All services are handled without excessive delays Efficiency Service
Large groups or meetings are handled in a way that

18 does not interfere with the guest's visit or make them Guest Comfort & Convenience Service
uncomfortable at any point
19 Staff uniforms are exceptional in design and style Sense of Luxury Service
The property exudes an exceptional sense of place

with distinguishing aesthetic and sensory elements
The architectural and interior design style of the

21 public areas is notable in quality, interest or execution. Sense of Luxury Facility
There are no signs of remodeling done in cycles
When present, exterior landscaping and grounds are

notable in their design, interest and/or execution
The guest is comfortable when moving around the

23 hotel or sitting in the lobby. There is sufficient privacy, Guest Comfort & Convenience Facility
space and comfortable seating
If available, wireless Internet service provided in the

public areas is strong and reliable
The interior public areas are clean and in excellent

condition
The exterior public areas are clean and in excellent

condition
Did the property’s food and beverage experiences

stand out in any way?

30
The hotel allows guests the ability to seamlessly

28 continue health-conscious lifestyles during their stay, Wellness Service
if desired
There is a strong sense of health safety and security

29 Wellness Service
throughout the property
The hotel supports a variety of basic business

30 requests, such as Internet access, photocopying, Guest Comfort & Convenience Service
faxing and printing

31
HOTEL DINING

If waiting is required, an estimated wait time is

2 quoted. The guest is seated no more than five Efficiency Service
minutes past the quoted time
If waiting is required, a comfortable waiting area is

available



expression

guest
8 Service
It is not necessary to prompt staff, as they have

9 anticipated all requirements and automatically Guest Comfort & Convenience Service
provided or offered them
Channels of communication among staff are

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

11 Service

32

12 Service
Interactions are closed with polite, appropriate

remarks


Staff is discreet and unintrusive throughout the Graciousness, Thoughtfulness &

17 Service
experience, while remaining attentive Sense of Personalized Service
18 Service
The guest is escorted to their table and provided with

chair assistance
The table is greeted within one minute, and the guest

is given the opportunity to order beverages
Coffee and tea service is presented in a refined

manner
Refills or follow-up rounds are readily offered or

22 provided within one minute of the guest's beverage Efficiency Service
being fully empty
If asked for menu recommendations, staff can Technical Execution, Skill &
23 Service
provide helpful information Knowledge

24 Staff can helpfully discuss details of menu items Service
Knowledge

25 Staff can helpfully discuss beverage offerings Service
Knowledge

33
After ordering, cold breakfasts are served within

26 seven minutes and hot breakfasts within 10 minutes, Efficiency Service
unless advised otherwise by server
When applicable, the pace of the meal is consistent;

27 the guest does not have to wait or wonder when the Efficiency Service
next step of service will occur
Menu presented is in pristine condition and

grammatically correct
The menu includes a variety of health-conscious

29 Wellness Service
beverages
Menu offers a variety of nutritionally focused options;

30 Wellness Service
dietary restrictions are considered
31 Menu provides an exceptional and interesting variety Sense of Luxury Service
Hot foods and beverages are hot when served; cold

32 Food & Beverage Quality Service
foods and beverages are chilled
Foods and beverages are fresh and use high quality

33 Wellness Service
ingredients
34 Foods are flavorful and well-seasoned/balanced Food & Beverage Quality Service
35 Portions are appropriate Food & Beverage Quality Service
36 Food presentation is precise and carefully plated Food & Beverage Quality Service
37 Cooking is done properly and as requested Food & Beverage Quality Service
All items ordered are served accurately and server Technical Execution, Skill &
38 Service
does not have to ask who ordered what Knowledge
39 Condiments are elegantly presented Sense of Luxury Service
It is possible to receive a selection of specialty

coffees and teas at any time

34
41 Table is in excellent condition and completely clean Cleanliness & Condition Facility
Cloth napkins are used and are in excellent condition,

clean and pressed
The guest's seating area is clean and in excellent

condition
Glassware, china, cutlery and serving pieces are in

44 excellent condition, completely clean and hygienic in Cleanliness & Condition Facility
appearance
Glassware, china and cutlery are of excellent quality

and fully coordinated

46 All proper cutlery is provided Service
Knowledge

47 Removal of soiled dishes is convenient Service
Knowledge
48 The presentation of the bill is prompt Efficiency Service

49 The bill is accurate Service
Knowledge
The dining room exhibits a well-organized and Technical Execution, Skill &
50 Service
professional appearance; tables are uniformly set Knowledge

51 Vacated tables are swiftly cleared Service
Knowledge
The dining environment is comfortable, temperature

52 is appropriate and if a sound system is used, the Guest Comfort & Convenience Service
volume is appropriate
The dining table and seating is comfortable, with

ample room on table to read or work

35
When appropriate, it is possible to have a complete

hot breakfast in 30 minutes

interruptions

36
BAR/LOUNGE SERVICE

reasonably possible



expression

guest
6 Service

Server can helpfully discuss details of beverages and

8 bar offerings, including varieties of liquors, beers and Service
Knowledge
wines available

9 Service
When known, the guest's name is used naturally as a Graciousness, Thoughtfulness &
10 Service
signal of recognition Sense of Personalized Service

remarks


37

Staff is discreet and unintrusive throughout the Graciousness, Thoughtfulness &

15 Service
experience, while remaining attentive Sense of Personalized Service
16 Service
Once the guest is seated, they are greeted within one

minute and given the opportunity to order beverages
First drinks are served within four minutes of ordering

18 at a table, or three minutes of ordering at the bar Efficiency Service
counter, unless otherwise advised by server
Follow-up rounds are discreetly offered within one

minute of glass being empty
All items ordered are served accurately and server Technical Execution, Skill &
20 Service
does not have to ask who ordered what Knowledge
Wine by the glass service includes demonstration of Technical Execution, Skill &
21 Service
the label and pouring at the table Knowledge
Wine by the glass service includes an offer of a Graciousness, Thoughtfulness &

22 Service
tasting sample Sense of Personalized Service
23 Beverages have a distinctive presentation Sense of Luxury Service
Beverages will be served in high quality glassware

completely appropriate to the drink
25 Beverages are served at appropriate temperatures Food & Beverage Quality Service
Beverage pours/portions are generous and

appropriate

38
Mixed drinks and cocktails have a well-balanced/

normal flavor, are appropriately garnished and all
beverages are prepared precisely as specified by the
guest
All iced beverages are served with the appropriate

style of ice

29 Staff attentively maintains tabletop/bar counter area Service
Knowledge
Beverage menu and check presenter are in pristine

30 condition, free of any damage. Beverage menu is Cleanliness & Condition Facility
grammatically correct
Beverage menu includes an exceptional and

31 interesting variety of top-quality liquors and beers. Guest Comfort & Convenience Service
Wines by the glass are also listed
At least three well-chosen and diverse red wines, three

32 white wines and one Champagne/sparkling wine are Sense of Luxury Service
available by the glass
33 The menu includes an exceptional specialty offering Sense of Luxury Service
If provided, beverage menu features a selection of

34 Wellness Service
non-alcoholic beverage options
35 A variety of fresh snacks is offered with the drinks Guest Comfort & Convenience Service
If provided, snacks are of extremely high quality and

distinctive in presentation
37 If snacks are served, napkins are provided Guest Comfort & Convenience Service
38 If provided, napkins are made of linen or cotton Sense of Luxury Facility
All drinks are served on linen or other distinctive

coasters

39

40 excellent condition and completely clean and hygienic Cleanliness & Condition Facility
in appearance
The guest's seating area is clean and in excellent

condition
The bar/lounge exhibits a well-organized and Technical Execution, Skill &

42 Service
professional appearance; tables are uniformly set Knowledge

43 Vacated spaces are swiftly cleared Service
Knowledge
The lounge environment is very comfortable, including

44 Wellness Service
appropriate temperature, and the air is fresh
It is possible to select a table and/or bar space

45 away from others, and the seating is completely Guest Comfort & Convenience Service
comfortable
If background music is provided, it is in a style

appropriate to the lounge atmosphere, and volume
46 and sound quality of music is comfortable; if live Guest Comfort & Convenience Service
entertainment is provided, it is professional/polished
in execution
Service stations, bar counter and back bar area are

always neatly maintained and eye appealing
The bill is conveniently and discreetly presented and

collected

Knowledge

40
IN ROOM DINING

placed on hold

offering call-back



expression

guest
8 Service


10 Service

11 Service

12 Service

remarks

41


17 Service
The menu includes a choice of health-conscious

18 Wellness Service
beverages
Menu offers a variety of nutritionally focused options;

19 Wellness Service
dietary restrictions are considered
20 Menu provides an appealing and interesting variety Sense of Luxury Service
Ordertaker can helpfully discuss details of foods and Technical Execution, Skill &
21 Service
beverages Knowledge
Estimated delivery time is quoted and order is

22 received within five minutes of that time, not earlier or Efficiency Service
later
Lunch and dinner are served within 30 minutes in

hotels and within 40 minutes in resorts; breakfast
is served within 25 minutes in hotels and within 30
minutes in resorts
Staff conveniently sets the table so the meal is ready

to begin
If in-room service is provided, beverages are opened

and poured in the room
If in-room service is provided, wine by the glass is Graciousness, Thoughtfulness &

26 Service
presented in a bottle and poured in the room Sense of Personalized Service

42
If in-room service is provided, chair(s) is brought

27 to the table and the seating arrangement is fully Guest Comfort & Convenience Service
comfortable
28 Food presentation is precise and carefully plated Food & Beverage Quality Service
Hot foods and beverages are hot when served; frozen

items are firm at the time of consumption
Foods and beverages are fresh and use high quality

30 Wellness Service
ingredients
31 Foods are flavorful and well-seasoned/balanced Food & Beverage Quality Service
32 Portions are appropriate Food & Beverage Quality Service
33 Cooking is executed properly and as requested Food & Beverage Quality Service

34 All ordered items are accurately served Service
Knowledge
35 Condiments are elegantly presented Sense of Luxury Service
It is possible to receive a selection of specialty

coffees and teas at any time
Coffee and tea service is presented in a refined

manner
Tray or in-room dining cart is in excellent condition

and completely clean
Cloth napkins, tablecloths and liners used are in

excellent condition, clean and pressed

40 excellent condition, completely clean and hygienic in Cleanliness & Condition Facility
appearance

43
Serviceware is of excellent quality and cohesive in

appearance

42 All proper cutlery is provided Service
Knowledge
Removal of soiled dishes occurs within 10 minutes

43 at a hotel and 15 minutes at a resort, or within five Efficiency Service
minutes of the pre-arranged time

interruptions

44
POOL/BEACH SERVICE




expression

guest
6 Service


8 Service

9 Service

remarks



45
14 Service
The arriving guest is escorted to a chair, and set-up Graciousness, Thoughtfulness &
15 Service
assistance is provided or offered Sense of Personalized Service
Once the guest is seated, water is proactively

16 Wellness Service
provided or offered within five minutes
During a 90-minute period in warm conditions, some

17 sort of complimentary refreshment is proactively Wellness Service
passed by staff
It is possible to conveniently obtain drinks and snacks

18 by signaling the attention of a staff member. Drinks Efficiency Service
are promptly delivered within 10 minutes
The pool area provides adequate sun protection

19 measures, including shade options and sun protection Wellness Service
products
20 Ample towels are automatically provided Guest Comfort & Convenience Facility
21 Soiled towels are stored discreetly Cleanliness & Condition Facility
The pool deck/beach exhibits a well-organized and

22 professional appearance; vacated loungers and used Service
Knowledge
serviceware are swiftly cleared
All chairs, tables, pads, towels and umbrellas are

clean and in excellent condition
All chairs, tables, pads, towels and umbrellas are of

exceptional quality
All conditions around the pool and beach area are

clean and completely hygienic

46
The guest is completely comfortable. There is

adequate space and privacy. If children or groups
of guests are present, it is possible to select chairs
isolated from others
The pool setting is distinctive and promotes a sense

of place
28 Restrooms are located within the pool/beach area Guest Comfort & Convenience Facility
If provided, restrooms are well-stocked, clean and

well-maintained
If appropriate to the destination, the pool/beach

30 provides an excellent variety of activities and/or Sense of Luxury Facility
amenities
Poolside menu is available and offers a unique and

interesting variety of food and beverages
Poolside menu offers a variety of nutritionally focused

32 Wellness Service
options; dietary restrictions are considered
If available, poolside menu and all service items are

33 clean and in good condition. Menu is grammatically Cleanliness & Condition Facility
correct
34 Food and beverages have a distinctive presentation Sense of Luxury Service
All ordered items are fresh, flavorful and properly

prepared

36 All ordered items are accurately served Service
Knowledge

Knowledge

interruptions

47

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2021 HotelStandards English ForbesTravelGuide

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HOTEL STANDARDS | 2021

Private and Confidential ©Five Star Travel Corporation, 2021.

Cleanliness & Condition

Courtesy & Manners

Food & Beverage Quality

Graciousness, Thoughtfulness & Sense of Personalized Service

Guest Comfort & Convenience

Technical Execution, Skill & Knowledge

Private and Confidential ©Five Star Travel Corporation, 2021.

STANDARD CLASSIFICATION TAG

The guest is always asked permission before being

No telephone hold longer than 30 seconds without

Staff is highly articulate and avoids slang and

Staff is polite and maintains a gracious tone and

Staff leads the conversation and is thoughtful and

The guest's name is used naturally as a signal of Graciousness, Thoughtfulness &

Reservationist specifically thanks the guest for the

The guest is offered a choice of room rates and types

Private and Confidential ©Five Star Travel Corporation, 2021.

Reservationist clearly explains deposit and Technical Execution, Skill &

Reservationist offers hotel services, such as

Technical Execution, Skill &

Technical Execution, Skill &

Confirmation is offered and received within 24 hours

Technical Execution, Skill &

The service is handled without excessive delays or

An online hotel booking engine or mobile application

The booking engine is convenient and guides the

Date and room type selections are clear and

Rate types and inclusions are clearly and

Private and Confidential ©Five Star Travel Corporation, 2021.

It is possible to make special requests and/or

Technical Execution, Skill &

Technical Execution, Skill &

Private and Confidential ©Five Star Travel Corporation, 2021.

STANDARD CLASSIFICATION TAG

Staff politely acknowledges the guest when

Staff is highly articulate and avoids slang and

Staff is polite and maintains a gracious tone and

Staff readily smiles and maintains an engaging

Staff makes eye contact and keeps focus on the

Staff is thoughtful and intuitive, demonstrating Graciousness, Thoughtfulness &

Cross-departmental channels of communication Graciousness, Thoughtfulness &

Staff performs the requirements of their department

The guest's name is used naturally as a signal of Graciousness, Thoughtfulness &

Staff closes interactions with polite, appropriate

All staff encountered are wearing professional, clean

13 All staff encountered are extremely well-groomed Staff Appearance Service

Private and Confidential ©Five Star Travel Corporation, 2021.

Staff maintains alert posture and behaves

Guests are greeted curbside within 30 seconds of

If hotel transportation service is utilized, the

Luggage assistance is immediate at curbside and

The guest is escorted or directed to the appropriate

Time from arriving at reception area until registration

Special requests or bookings made prior to arrival are

Graciousness, Thoughtfulness &

Luggage service is secure, seamless and does not

25 Luggage is stored conveniently Guest Comfort & Convenience Service

Luggage arrives within 10 minutes of registration

Private and Confidential ©Five Star Travel Corporation, 2021.

Orientation to the hotel is discreet and helpful,

Orientation to the guest room is discreet, helpful and