GS-01
Service
High impact
Staff consistently warm, sincere, and welcoming — not scripted.
Graciousness, Thoughtfulness & Personalized Service
All modules
Guest Services & Concierge
Guest Services / Concierge · In-Stay
Knowledge, curation, and end-to-end ownership of guest needs.
Department assessment
10 questions · pass ≥ 90% (Five-Star bar · need 9 correct)12 standards
0 pass
0 fail
12 pending
Tip: filter to high-impact or fails first for faster coaching walks.
Guest Service Standards
Attitude, knowledge, and response discipline.
12 standards shown
GS-02
Service
Staff maintain eye contact and natural smiles.
Courtesy & Manners
GS-03
Service
High impact
Staff successfully and appropriately refer to the guest by name, property-wide.
Graciousness, Thoughtfulness & Personalized Service
GS-04
Service
High impact
Staff respond to or confirm in-house requests within two hours.
Efficiency
GS-05
Service
High impact
Guest requests are handled on first contact without unnecessary handoffs.
Efficiency
GS-06
Service
Staff demonstrate deep knowledge of the hotel, Coconut Grove, and Miami.
Technical Execution, Skill & Knowledge
Mr C note: Vizcaya, CocoWalk, Peacock Park, Dinner Key, Brickell, South Beach transfers.
GS-07
Service
Property offers high-quality curated experiences, itineraries, or activities.
Sense of Luxury
GS-08
Service
High impact
Special occasions are handled with exceptional, discreet touches.
Sense of Luxury
GS-09
Service
Service pace is tailored to guest preference (not rushed or slow).
Guest Comfort & Convenience
GS-10
Service
High impact
Problem resolution includes ownership, timely fix, and closure follow-up.
Graciousness, Thoughtfulness & Personalized Service
GS-11
Service
Restaurant, theater, and activity reservations are confirmed with details back to the guest.
Technical Execution, Skill & Knowledge
GS-12
Service
High impact
Staff never say 'no' without offering a thoughtful alternative.
Graciousness, Thoughtfulness & Personalized Service