Deep Dive: Forbes Service Classifications
Expanded definitions of Efficiency, Technical Execution, Graciousness, Courtesy, and Appearance with examples.
Public FTG methodology groups standards into service and facility lenses. This training deep dive focuses on service-heavy classifications (~75% of composite emphasis in this program’s model).
Efficiency
Speed with grace: three-ring answer, ≤5-minute check-in, luggage ≤10 minutes, request ≤10 minutes, first drink ≤5 minutes, hold check-back <30s.
Technical Execution, Skill & Knowledge
Right facts, right product, right procedure: rates, allergens, AV, room readiness, confirmation accuracy, engineering fixes done correctly.
Graciousness, Thoughtfulness & Personalized Service
Warmth, anticipation, name use, ownership, preference travel, celebration care — the Five-Star differentiator.
Courtesy & Manners
Articulate language, acknowledgment, discretion, farewells, no internal talk, privacy.
Staff Appearance
Uniform fit/condition, grooming, open body language, no personal phone theater in guest view.
Coach with one question
“Was this a clock miss, a knowledge miss, or a heart miss?” → Efficiency / Technical / Graciousness.
Internal training aid for Mr C Coconut Grove. Official ratings are awarded solely by Forbes Travel Guide.