Gaps & exports

Luggage assistance is immediate at curbside and offered by staff.

Front Office / Bell / Valet · Curbside & Valet · Efficiency

Staff initiates contact with genuine eye contact and a warm greeting.

Front Office / Bell / Valet · Curbside & Valet · Courtesy & Manners

Check-in is seamless and completed within five minutes under normal conditions.

Front Office / Bell / Valet · Registration & Escort · Efficiency

Special requests or bookings made prior to arrival are confirmed during registration or upon room entry.

Front Office / Bell / Valet · Registration & Escort · Technical Execution, Skill & Knowledge

Luggage is delivered to the room within 10 minutes of registration.

Front Office / Bell / Valet · Registration & Escort · Efficiency

Queue management is elegant when busy — never chaotic or dismissive.

Front Office / Bell / Valet · Registration & Escort · Guest Comfort & Convenience

Breakfast greeting and seating are immediate and gracious.

Food & Beverage · Breakfast Service Flow · Courtesy & Manners

Coffee/tea service is prompt, hot, and refilled proactively.

Food & Beverage · Breakfast Service Flow · Efficiency

Breakfast cuisine quality meets luxury standards (freshness, temperature, presentation).

Food & Beverage · Breakfast Product Quality · Food & Beverage Quality

If buffet is offered, items are fully stocked, labeled, and continuously maintained.

Food & Beverage · Breakfast Product Quality · Technical Execution, Skill & Knowledge

First drinks are served within five minutes of ordering at a table.

Food & Beverage · Bar Service Standards · Efficiency

Beverage program and presentation achieve luxury-level excellence.

Food & Beverage · Bar Service Standards · Sense of Luxury

Checkout process is completed within five minutes.

Front Office / Bell / Valet · Checkout & Folio · Efficiency

Billing is accurate with no unresolved surprises.

Front Office / Bell / Valet · Checkout & Folio · Technical Execution, Skill & Knowledge

Departure concludes with a warm, personalized farewell.

Front Office / Bell / Valet · Checkout & Folio · Courtesy & Manners

Luggage service is secure and seamless; guest does not need to identify or prompt for luggage once collected.

Front Office / Bell / Valet · Luggage & Exit · Efficiency

Hotel booking details are accurately reflected in the email confirmation.

Revenue / Marketing / IT · Website & Booking · Technical Execution, Skill & Knowledge

In-room engineering issues are acknowledged within 10 minutes and resolved promptly.

Engineering · Response & Closure · Efficiency

Guest is kept informed if parts or longer repairs are required; temporary comfort is provided.

Engineering · Response & Closure · Graciousness, Thoughtfulness & Personalized Service

No visible deferred maintenance in guest-facing spaces (paint, hardware, lighting, HVAC noise).

Engineering · Preventive Condition · Cleanliness & Condition

Climate control, hot water, and elevators perform consistently property-wide.

Engineering · Preventive Condition · Guest Comfort & Convenience

Staff never overpromise rates, views, room types, amenities, or arrival times that cannot be guaranteed.

All Departments / Leadership / HR · Honesty & Accurate Representation · Technical Execution, Skill & Knowledge

Website, collateral, and verbal descriptions accurately represent current facilities and services.

All Departments / Leadership / HR · Honesty & Accurate Representation · Technical Execution, Skill & Knowledge

Fees, resort charges, parking, and inclusions are disclosed accurately when relevant to the guest inquiry.

All Departments / Leadership / HR · Honesty & Accurate Representation · Technical Execution, Skill & Knowledge

Billing is accurate; staff do not knowingly post incorrect charges or conceal errors.

All Departments / Leadership / HR · Honesty & Accurate Representation · Technical Execution, Skill & Knowledge

When a commitment cannot be honored, staff disclose promptly, take ownership, and offer an appropriate resolution.

All Departments / Leadership / HR · Honesty & Accurate Representation · Graciousness, Thoughtfulness & Personalized Service

Guest personal information (itineraries, room numbers, VIP status, medical/dietary details) is never disclosed to unauthorized parties.

All Departments / Leadership / HR · Privacy, Discretion & Confidentiality · Courtesy & Manners

Staff never discuss one guest's stay, account, or preferences within earshot of other guests.

All Departments / Leadership / HR · Privacy, Discretion & Confidentiality · Courtesy & Manners

Room numbers are handled discreetly (not announced loudly in public areas).

All Departments / Leadership / HR · Privacy, Discretion & Confidentiality · Courtesy & Manners

Guest belongings are respected; staff do not open, use, or unnecessarily relocate personal items.

All Departments / Leadership / HR · Privacy, Discretion & Confidentiality · Courtesy & Manners

All guests receive courteous, professional service without discrimination based on appearance, origin, language, or perceived status.

All Departments / Leadership / HR · Fairness, Respect & Safety · Graciousness, Thoughtfulness & Personalized Service

Safety, security, and wellbeing concerns are elevated immediately — never ignored to protect scores or schedules.

All Departments / Leadership / HR · Fairness, Respect & Safety · Technical Execution, Skill & Knowledge

Staff never blame other departments or individuals within guest earshot.

All Departments / Leadership / HR · Operational Integrity & Accountability · Courtesy & Manners

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

All Departments / Leadership / HR · Operational Integrity & Accountability · Technical Execution, Skill & Knowledge

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

All Departments / Leadership / HR · Operational Integrity & Accountability · Graciousness, Thoughtfulness & Personalized Service

Equipment is modern, clean, and in working order.

Wellness / Recreation · Fitness Facility Standards · Cleanliness & Condition

Upon arrival, the room has an extremely fresh, comfortable atmosphere.

Rooms / Engineering · Room Arrival Impression · Wellness

Room is perfectly clean: no dust, fingerprints, hair, or marks.

Rooms / Engineering · Room Arrival Impression · Cleanliness & Condition

Bed linens are high quality and made of natural materials.

Rooms / Engineering · Sleep & Comfort · Sense of Luxury

Bathroom is spotless: no water spots, mold, residue, or odor.

Rooms / Engineering · Bathroom Product · Cleanliness & Condition

Hot water and pressure are stable and immediate.

Rooms / Engineering · Bathroom Product · Guest Comfort & Convenience

Staff consistently warm, sincere, and welcoming — not scripted.

Guest Services / Concierge · Guest Service Standards · Graciousness, Thoughtfulness & Personalized Service

Staff successfully and appropriately refer to the guest by name, property-wide.

Guest Services / Concierge · Guest Service Standards · Graciousness, Thoughtfulness & Personalized Service

Staff respond to or confirm in-house requests within two hours.

Guest Services / Concierge · Guest Service Standards · Efficiency

Guest requests are handled on first contact without unnecessary handoffs.

Guest Services / Concierge · Guest Service Standards · Efficiency

Special occasions are handled with exceptional, discreet touches.

Guest Services / Concierge · Guest Service Standards · Sense of Luxury

Problem resolution includes ownership, timely fix, and closure follow-up.

Guest Services / Concierge · Guest Service Standards · Graciousness, Thoughtfulness & Personalized Service

Staff never say 'no' without offering a thoughtful alternative.

Guest Services / Concierge · Guest Service Standards · Graciousness, Thoughtfulness & Personalized Service

Staff arrives to the room within 10 minutes unless advised otherwise.

Guest Services / Housekeeping / Engineering · Request Fulfillment · Efficiency

Engineering issues are acknowledged quickly and fixed with verified closure.

Guest Services / Housekeeping / Engineering · Request Fulfillment · Efficiency

If delay is unavoidable, guest is informed proactively with a realistic ETA.

Guest Services / Housekeeping / Engineering · Request Fulfillment · Courtesy & Manners

Restaurant greeting is immediate and gracious.

Food & Beverage · Host & Greeting · Courtesy & Manners

Before taking the order, staff inquires about dietary restrictions, preferences, or allergies — or proactively acknowledges those already known.

Food & Beverage · Table Service & Knowledge · Wellness

Staff anticipates needs (napkins, condiments, water) before being asked.

Food & Beverage · Table Service & Knowledge · Graciousness, Thoughtfulness & Personalized Service

Foods and beverages are fresh and use high-quality ingredients.

Food & Beverage · Food Quality & Presentation · Wellness

Cuisine quality — execution, flavor, and presentation — is at luxury level.

Food & Beverage · Food Quality & Presentation · Food & Beverage Quality

The bathroom floor is thoroughly cleaned.

Housekeeping · Bathroom Cleaning · Cleanliness & Condition

All bathroom fixtures are thoroughly cleaned (no water spots).

Housekeeping · Bathroom Cleaning · Cleanliness & Condition

Bed is remade in a stylish, luxurious manner.

Housekeeping · Bedroom & Living · Sense of Luxury

All horizontal surfaces are free of dust and fingerprints.

Housekeeping · Bedroom & Living · Cleanliness & Condition

Guest belongings are never moved unnecessarily; personal items are respected.

Housekeeping · Bedroom & Living · Courtesy & Manners

Evening service is provided automatically (or clearly offered per brand policy).

Housekeeping · Evening / Turndown Execution · Sense of Luxury

Do-not-disturb preferences are strictly honored.

Housekeeping · Evening / Turndown Execution · Courtesy & Manners

Order is taken courteously with accurate read-back of items and special requests.

Food & Beverage · Order Taking · Technical Execution, Skill & Knowledge

Estimated delivery time is quoted and met.

Food & Beverage · Order Taking · Efficiency

Food arrives at correct temperature with elegant presentation.

Food & Beverage · Delivery & Presentation · Food & Beverage Quality

Garments are returned on time, correctly processed, and elegantly presented.

Housekeeping / Laundry · Laundry Service Standards · Technical Execution, Skill & Knowledge

Managers are visible in public areas and engage warmly when appropriate.

Leadership / Front Office · Leadership Presence · Graciousness, Thoughtfulness & Personalized Service

Escalated issues are owned by leadership with swift, generous resolution.

Leadership / Front Office · Leadership Presence · Graciousness, Thoughtfulness & Personalized Service

Event details (BEO) are confirmed accurately before the event day.

Events / Catering · Planning & Setup · Technical Execution, Skill & Knowledge

Meeting/event space is set correctly, clean, and climate-comfortable before guest arrival.

Events / Catering · Planning & Setup · Cleanliness & Condition

Catering quality and timing match luxury dining standards.

Events / Catering · Event Service · Food & Beverage Quality

Lobby is spotless and continuously refreshed.

Front Office / Engineering / Housekeeping · Lobby & Circulation · Cleanliness & Condition

Public restrooms meet five-star cleanliness standards.

Front Office / Engineering / Housekeeping · Lobby & Circulation · Cleanliness & Condition

Pool water is crystal clear and properly maintained.

Recreation / F&B Pool · Pool Experience · Cleanliness & Condition

Poolside F&B service (if offered) is attentive and timely.

Recreation / F&B Pool · Pool Experience · Efficiency

Telephone is answered within three rings.

Reservations / Front Office · Phone & Inquiry Service · Efficiency

Staff uses the guest's name naturally when known.

Reservations / Front Office · Phone & Inquiry Service · Graciousness, Thoughtfulness & Personalized Service

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

Reservations / Front Office · Phone & Inquiry Service · Graciousness, Thoughtfulness & Personalized Service

Special requests are acknowledged and noted for pre-arrival activation.

Reservations / Front Office · Phone & Inquiry Service · Guest Comfort & Convenience

Pre-arrival communication is personalized (preferences, ETA, occasion).

Reservations / Front Office · Pre-Arrival Outreach · Graciousness, Thoughtfulness & Personalized Service

Staff responds to or confirms pre-arrival requests within 24 hours.

Reservations / Front Office · Pre-Arrival Outreach · Efficiency

Staff never overpromises amenities or views that cannot be guaranteed.

Reservations / Front Office · Phone & Inquiry Service · Technical Execution, Skill & Knowledge

Staff consistently and respectfully personalize interactions, addressing the guest per preference if known.

All Departments / HR · Behavioral Standards (All Staff) · Graciousness, Thoughtfulness & Personalized Service

All staff encountered wear clean, well-fitted uniforms consistent with property style.

All Departments / HR · Behavioral Standards (All Staff) · Staff Appearance

Service is anticipatory (proactive) rather than reactive.

All Departments / HR · Behavioral Standards (All Staff) · Graciousness, Thoughtfulness & Personalized Service

Response times meet or exceed standards (phones, requests, F&B).

All Departments / HR · Behavioral Standards (All Staff) · Efficiency

Communication across teams preserves personalization (preferences travel with the guest).

All Departments / HR · Behavioral Standards (All Staff) · Technical Execution, Skill & Knowledge

The overall experience feels naturally personalized — guest does not feel like one of many.

All Departments / HR · Behavioral Standards (All Staff) · Graciousness, Thoughtfulness & Personalized Service

Spa booking process is seamless with confirmation of preferences and contraindications.

Spa / Wellness · Treatment Journey · Technical Execution, Skill & Knowledge

Therapist demonstrates expert technical skill and personalization.

Spa / Wellness · Treatment Journey · Technical Execution, Skill & Knowledge

Treatment room is pristine, quiet, and correctly prepared before guest entry.

Spa / Wellness · Treatment Journey · Cleanliness & Condition

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

All Departments / Guest-Facing Teams · Spoken Language & Tone · Courtesy & Manners

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

All Departments / Guest-Facing Teams · Spoken Language & Tone · Courtesy & Manners

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

All Departments / Guest-Facing Teams · Spoken Language & Tone · Graciousness, Thoughtfulness & Personalized Service

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

All Departments / Guest-Facing Teams · Spoken Language & Tone · Graciousness, Thoughtfulness & Personalized Service

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

All Departments / Guest-Facing Teams · Preferred Phrases & Avoid List · Courtesy & Manners

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

All Departments / Guest-Facing Teams · Preferred Phrases & Avoid List · Courtesy & Manners

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

All Departments / Guest-Facing Teams · Preferred Phrases & Avoid List · Technical Execution, Skill & Knowledge

Apologies are sincere and specific, without excuses or defensiveness.

All Departments / Guest-Facing Teams · Preferred Phrases & Avoid List · Graciousness, Thoughtfulness & Personalized Service

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

All Departments / Guest-Facing Teams · Preferred Phrases & Avoid List · Efficiency

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

All Departments / Guest-Facing Teams · Written & Digital Communication · Technical Execution, Skill & Knowledge

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

All Departments / Guest-Facing Teams · Written & Digital Communication · Technical Execution, Skill & Knowledge

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

All Departments / Guest-Facing Teams · Professional Boundaries in Communication · Courtesy & Manners

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

All Departments / Guest-Facing Teams · Professional Boundaries in Communication · Efficiency