Critical Timing Standards (One-Pager)

| Touchpoint | Target |
|---|---|
| Phone answer | Within 3 rings |
| Hold without check-back | < 30 seconds |
| Pre-arrival request response | Within 24 hours |
| Check-in (normal) | ≤ 5 minutes |
| Luggage after registration | ≤ 10 minutes |
| Checkout (normal) | ≤ 5 minutes |
| In-house request confirm | Within 2 hours |
| In-room request arrival | ≤ 10 minutes (unless advised) |
| First drink at table | ≤ 5 minutes |
| IRD | Meet quoted delivery time |
| Engineering acknowledge | Prompt (≈10 minutes) |

Grace without speed fails Efficiency. Speed without grace fails Graciousness. Five-Star needs both — and a composite ≥90%.