ARR-01
Service
Valet/door staff are present, attentive, and gracious.
Staff Appearance
All modules
Arrival Service
Front Office / Bell / Valet · Arrival
Curbside to room — first on-property proof of five-star orchestration.
Department assessment
10 questions · pass ≥ 90% (Five-Star bar · need 9 correct)15 standards
0 pass
0 fail
15 pending
Tip: filter to high-impact or fails first for faster coaching walks.
Curbside & Valet
First physical greeting at the porte-cochère.
6 standards shown
ARR-02
Service
High impact
Luggage assistance is immediate at curbside and offered by staff.
Efficiency
ARR-03
Service
High impact
Staff initiates contact with genuine eye contact and a warm greeting.
Courtesy & Manners
ARR-04
Facility
Arrival area (driveway/parking) is safe, orderly, and welcoming.
Cleanliness & Condition
ARR-05
Facility
Entrance doors and glass are spotless and well-maintained.
Cleanliness & Condition
ARR-13
Service
Vehicle information is recorded accurately; claim tickets/process is clear.
Technical Execution, Skill & Knowledge
Registration & Escort
Check-in choreography and transition to the guest room.
9 standards shown
ARR-06
Service
High impact
Check-in is seamless and completed within five minutes under normal conditions.
Efficiency
ARR-07
Service
High impact
Special requests or bookings made prior to arrival are confirmed during registration or upon room entry.
Technical Execution, Skill & Knowledge
ARR-08
Service
Staff clearly explain facilities, hours, and key services.
Guest Comfort & Convenience
ARR-09
Service
The guest is offered an escort to their room.
Sense of Luxury
ARR-10
Service
High impact
Luggage is delivered to the room within 10 minutes of registration.
Efficiency
ARR-11
Service
Room readiness is verified; keys/access work on first attempt.
Technical Execution, Skill & Knowledge
ARR-12
Service
Staff appearance is immaculate; uniforms are clean, well-fitted, and on-brand.
Staff Appearance
ARR-14
Service
High impact
Queue management is elegant when busy — never chaotic or dismissive.
Guest Comfort & Convenience
ARR-15
Service
Welcome amenities or celebrations noted pre-arrival are present or confirmed.
Sense of Luxury
Mr C note: Italian hospitality welcome — fruit, sparkling, or occasion cake as appropriate.