Glossary: Forbes & Luxury Service Terms
Shared vocabulary so every department means the same thing in briefings and assessments.
Anticipatory service — Meeting a need before the guest must ask.
High-impact standard — A criterion that disproportionately affects scoring when missed.
Preference cascade — Preferences traveling with the guest across departments.
Guest bubble — The protected sensory and conversational space of the guest experience.
Ownership — One person responsible until resolution — no hot-potato handoffs.
Sense of place — Authentic property/locale character (here: Italian + Coconut Grove).
Composite — Overall evaluation result used to project rating bands in readiness work.
Anonymous inspection — Evaluators stay as paying guests without announcing themselves.
Technical execution — Accuracy of knowledge, product, and procedure.
Graciousness — Warmth, thoughtfulness, and personalized care in delivery.
Internal training aid for Mr C Coconut Grove. Official ratings are awarded solely by Forbes Travel Guide.