Forbes standards calendar

Lost-and-found items are secured and returned through proper process; staff do not claim or discard guest property.

Leadership models ethical recovery — generous, fair, and free of defensiveness when standards are missed.

Staff speech is highly articulate; slang, excessive fragments, and filler language are avoided.

Greetings are warm, professional, and include property identification when answering phones.

Guests are addressed by preferred name/title when known, without forced or exaggerated familiarity.

Tone is sincere and welcoming — never robotic, dismissive, or rushed.

Positive, guest-first phrasing is used (e.g., what you can do, not only what you cannot).

Volume and energy match the venue (calm in spa/corridors; warm and polished in lobby/dining).

Staff prefer phrases such as “Certainly,” “My pleasure,” and “I'll take care of that” over casual minimizers.

Avoid “No problem,” “No worries,” “You guys,” “Yeah,” and similar casualisms in guest interactions.

When knowledge is incomplete, staff own the next step: “I'll find out immediately” — never guess critical facts.

Apologies are sincere and specific, without excuses or defensiveness.

Holds include a clear reason and a courtesy check-back before 30 seconds elapse.

Written guest communications are grammatically correct, error-free, and brand-aligned.

Booking confirmations accurately reflect rate, dates, inclusions, and key policies.

Guest-facing signage and digital displays are accurate, current, and elegantly presented.

Staff never discuss internal hotel business, staffing shortages, or peer criticism within guest earshot.

Handoffs between colleagues are seamless; guests are not forced to repeat requests multiple times.

Sensitive topics (billing disputes, medical needs, complaints) are handled privately and calmly.

Multilingual or accented guests receive the same patience, clarity, and respect as all other guests.

Closing remarks at departure are personalized, warm, and free of pressure for reviews or social posts.

Telephone is answered within three rings.

Greeting is warm, professional, and includes property identification.

Staff uses the guest's name naturally when known.

Staff closes interactions with polite, appropriate remarks.

Staff can readily describe guest room physical elements (view, bed, amenities).

Staff describes hotel facilities and procedures with clarity.

Agent offers personalized recommendations suited to the guest's purpose of stay.

Rate, inclusions, and cancellation terms are explained accurately.