Mr. CAll Departments / Leadership / HR · Cross-Cutting
Honesty, discretion, privacy, fair treatment, and ethical decision-making aligned with Forbes Travel Guide service and technical standards — protecting guest trust and the integrity of the luxury experience.
Department assessment
10 questions · pass ≥ 90% (Five-Star bar · need 9 correct)Tip: filter to high-impact or fails first for faster coaching walks.
Truthful rates, views, amenities, and product claims — never overpromise.
5 standards shown
Staff never overpromise rates, views, room types, amenities, or arrival times that cannot be guaranteed.
Technical Execution, Skill & Knowledge
Mr C note: Especially water views, suite categories, and late check-in promises at Mr C.
Website, collateral, and verbal descriptions accurately represent current facilities and services.
Technical Execution, Skill & Knowledge
Fees, resort charges, parking, and inclusions are disclosed accurately when relevant to the guest inquiry.
Technical Execution, Skill & Knowledge
Billing is accurate; staff do not knowingly post incorrect charges or conceal errors.
Technical Execution, Skill & Knowledge
When a commitment cannot be honored, staff disclose promptly, take ownership, and offer an appropriate resolution.
Graciousness, Thoughtfulness & Personalized Service
Protect guest information, belongings, and dignity — a core luxury courtesy standard.
6 standards shown
Guest personal information (itineraries, room numbers, VIP status, medical/dietary details) is never disclosed to unauthorized parties.
Courtesy & Manners
Staff never discuss one guest's stay, account, or preferences within earshot of other guests.
Courtesy & Manners
Room numbers are handled discreetly (not announced loudly in public areas).
Courtesy & Manners
Guest belongings are respected; staff do not open, use, or unnecessarily relocate personal items.
Courtesy & Manners
Photography or social media featuring guests is never taken without appropriate consent.
Courtesy & Manners
Special occasions and VIP arrangements are executed discreetly unless the guest requests celebration visibility.
Sense of Luxury
Equal dignity for all guests; safety and wellbeing take priority over convenience.
5 standards shown
All guests receive courteous, professional service without discrimination based on appearance, origin, language, or perceived status.
Graciousness, Thoughtfulness & Personalized Service
Safety, security, and wellbeing concerns are elevated immediately — never ignored to protect scores or schedules.
Technical Execution, Skill & Knowledge
Alcohol service and age-restricted offerings follow responsible service and legal requirements.
Technical Execution, Skill & Knowledge
Staff do not solicit or pressure guests for gratuities, reviews, or personal favors.
Courtesy & Manners
Conflicts of interest (personal errands, vendor kickbacks, guest solicitation) are not conducted on property time or using guest trust.
Technical Execution, Skill & Knowledge
Own mistakes, log truthfully, and protect the brand under pressure.
4 standards shown
Service failures are logged honestly for recovery and learning — not hidden from leadership or the guest.
Technical Execution, Skill & Knowledge
Staff never blame other departments or individuals within guest earshot.
Courtesy & Manners
Lost-and-found items are secured and returned through proper process; staff do not claim or discard guest property.
Technical Execution, Skill & Knowledge
Leadership models ethical recovery — generous, fair, and free of defensiveness when standards are missed.
Graciousness, Thoughtfulness & Personalized Service
Mr C note: MOD and department heads set the tone for Five-Star integrity.