SC-01
Service
High impact
Staff consistently and respectfully personalize interactions, addressing the guest per preference if known.
Graciousness, Thoughtfulness & Personalized Service
All modules
Service Culture & Appearance
All Departments / HR · Cross-Cutting
Cross-property behavioral standards that apply to every encounter.
Department assessment
10 questions · pass ≥ 90% (Five-Star bar · need 9 correct)10 standards
0 pass
0 fail
10 pending
Tip: filter to high-impact or fails first for faster coaching walks.
Behavioral Standards (All Staff)
Universal Forbes behavioral expectations.
10 standards shown
SC-02
Service
High impact
All staff encountered wear clean, well-fitted uniforms consistent with property style.
Staff Appearance
SC-03
Service
Staff appearance demonstrates a strong sense of personal care and hygiene.
Staff Appearance
SC-04
Service
High impact
Service is anticipatory (proactive) rather than reactive.
Graciousness, Thoughtfulness & Personalized Service
SC-05
Service
High impact
Response times meet or exceed standards (phones, requests, F&B).
Efficiency
SC-06
Service
Guests are never placed on hold for more than 30 seconds without courtesy check-back.
Efficiency
SC-07
Service
High impact
Communication across teams preserves personalization (preferences travel with the guest).
Technical Execution, Skill & Knowledge
SC-08
Service
High impact
The overall experience feels naturally personalized — guest does not feel like one of many.
Graciousness, Thoughtfulness & Personalized Service
SC-09
Service
Staff never discuss internal hotel business within guest earshot.
Courtesy & Manners
SC-10
Service
Body language is open, attentive, and professional in all guest areas.
Staff Appearance