VC-01
Service
High impact
Staff speech is highly articulate; slang, excessive fragments, and filler language are avoided.
Courtesy & Manners
All modules
Verbiage & Professional Communication
All Departments / Guest-Facing Teams · Cross-Cutting
Forbes-aligned language, tone, and written/verbal communication standards — articulate speech, gracious phrasing, accurate messaging, and the elimination of slang and internal talk in the guest bubble.
Department assessment
10 questions · pass ≥ 90% (Five-Star bar · need 9 correct)20 standards
0 pass
0 fail
20 pending
Tip: filter to high-impact or fails first for faster coaching walks.
Spoken Language & Tone
How staff sound in every guest encounter — courtesy, clarity, warmth.
6 standards shown
VC-02
Service
High impact
Greetings are warm, professional, and include property identification when answering phones.
Courtesy & Manners
VC-03
Service
High impact
Guests are addressed by preferred name/title when known, without forced or exaggerated familiarity.
Graciousness, Thoughtfulness & Personalized Service
VC-04
Service
High impact
Tone is sincere and welcoming — never robotic, dismissive, or rushed.
Graciousness, Thoughtfulness & Personalized Service
VC-05
Service
Positive, guest-first phrasing is used (e.g., what you can do, not only what you cannot).
Courtesy & Manners
VC-06
Service
Volume and energy match the venue (calm in spa/corridors; warm and polished in lobby/dining).
Sense of Luxury
Preferred Phrases & Avoid List
Luxury language bank vs. phrases that undermine Five-Star standards.
5 standards shown
VC-07
Service
High impact
Staff prefer phrases such as “Certainly,” “My pleasure,” and “I'll take care of that” over casual minimizers.
Courtesy & Manners
Mr C note: Mr C Italian-inspired polish: warm, never stuffy.
VC-08
Service
High impact
Avoid “No problem,” “No worries,” “You guys,” “Yeah,” and similar casualisms in guest interactions.
Courtesy & Manners
VC-09
Service
High impact
When knowledge is incomplete, staff own the next step: “I'll find out immediately” — never guess critical facts.
Technical Execution, Skill & Knowledge
VC-10
Service
High impact
Apologies are sincere and specific, without excuses or defensiveness.
Graciousness, Thoughtfulness & Personalized Service
VC-11
Service
High impact
Holds include a clear reason and a courtesy check-back before 30 seconds elapse.
Efficiency
Written & Digital Communication
Emails, confirmations, in-stay messages, and on-property signage quality.
4 standards shown
VC-12
Service
High impact
Written guest communications are grammatically correct, error-free, and brand-aligned.
Technical Execution, Skill & Knowledge
VC-13
Service
High impact
Booking confirmations accurately reflect rate, dates, inclusions, and key policies.
Technical Execution, Skill & Knowledge
VC-14
Service
In-stay messaging (app/SMS/email when offered) is responsive, professional, and timely.
Efficiency
VC-15
Facility
Guest-facing signage and digital displays are accurate, current, and elegantly presented.
Sense of Luxury
Professional Boundaries in Communication
What is never said in the guest bubble — and how teams hand off cleanly.
5 standards shown
VC-16
Service
High impact
Staff never discuss internal hotel business, staffing shortages, or peer criticism within guest earshot.
Courtesy & Manners
VC-17
Service
High impact
Handoffs between colleagues are seamless; guests are not forced to repeat requests multiple times.
Efficiency
VC-18
Service
Sensitive topics (billing disputes, medical needs, complaints) are handled privately and calmly.
Courtesy & Manners
VC-19
Service
Multilingual or accented guests receive the same patience, clarity, and respect as all other guests.
Graciousness, Thoughtfulness & Personalized Service
VC-20
Service
Closing remarks at departure are personalized, warm, and free of pressure for reviews or social posts.
Courtesy & Manners