The Ten Classifications Explained
How FTG labels each standard — from Efficiency to Sense of Luxury.
Every standard in the library is tagged with a classification. Train staff to recognize the lens:
1. **Efficiency** — Speed with grace (rings, check-in, first drink, request arrival).
2. **Technical Execution, Skill & Knowledge** — Getting facts, products, and procedures right.
3. **Graciousness, Thoughtfulness & Personalized Service** — Warmth, anticipation, name use, ownership.
4. **Courtesy & Manners** — Language, acknowledgment, discretion, farewells.
5. **Staff Appearance** — Uniforms, grooming, body language.
6. **Guest Comfort & Convenience** — Ease, clarity, sleep, access, intuitive controls.
7. **Cleanliness & Condition** — Spotless product and maintained facilities.
8. **Wellness** — Freshness, dietary care, sleep, sustainability without discomfort.
9. **Sense of Luxury** — Elevated moments, design, presentation, discreet VIP care.
10. **Food & Beverage Quality** — Cuisine and beverage excellence.
When coaching, ask: "Was this a speed miss, a knowledge miss, or a heart miss?" That maps to Efficiency, Technical, or Graciousness.
Internal training aid for Mr C Coconut Grove. Official ratings are awarded solely by Forbes Travel Guide.