Examples: Pass vs Fail Moments
Concrete side-by-side moments staff can visualize on shift.
Name use
Fail: "Next!" / "Sir" only when the reservation name is on screen.
Pass: "Welcome back, Ms. Chen — we're glad you're with us again."
Request
Fail: Extra iron arrives in 40 minutes in a plastic bag; no apology.
Pass: Iron and board in 8 minutes on a tray with cloth; "I'll check that everything works — would you like it left out or in the closet?"
Dining
Fail: Never asks about allergies; guest discovers nuts in dessert.
Pass: Allergy confirmed pre-order and acknowledged at dessert service.
Public area
Fail: Two employees debate schedules at the host stand.
Pass: Warm acknowledgment of passing guests; internal topics only back-of-house.
Departure
Fail: Hidden minibar post; guest delayed 12 minutes arguing charges.
Pass: Folio offered for review; charges correct; car ready; farewell by name.
These moments stack into the composite that separates Recommended (72%), Four-Star (82%), and Five-Star (90%).
Internal training aid for Mr C Coconut Grove. Official ratings are awarded solely by Forbes Travel Guide.