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FORBES

TRAINING

INTRODUCTION

Since 1958 FORBES has developed the five-star rating system to reflect the highest levels of service and facility standards in the industry.

FORBES´ main focus is the Guest Experience and Five-Star Customer Service.

INTRO

STANDARD UPDATES

  • Arrival Service
  • Guest Service One/ Two
  • Guest Service Request
  • Departure Service
  • Digital Communications

STANDARD UPDATES

CLASSIFICATIONS

CLASSIFICATIONS

Each Forbes Travel Guide standard reflects a category of the guest experience known as a Classification. The following Classifications are represented within 2019 standards for hotels:

Cleanliness & Condition

Courtesy & Manners

Efficiency

Elements of Luxury

Food & Beverage Quality

Graciousness, Thoughtfulness & Sense of Personalized Service

Guest Comfort & Convenience

Staff Appearance

Technical Execution, Skill & Knowledge

ARRIVAL SERVICE

ARRIVAL

-Guest acknowledgement

- Avoid slang and phrase-fragments

-Staff is polite and appropriate

-Positive body language

-Genuine sense of interest and concern

-Anticipatory service

-Cross-departmental channels of communication

- Staff is efficient and knowledgable

-Staff closes interactions

-All staff is well-groomed

-Alert posture and professional behavior

-Staff does not decline any request without offering appropriate alternatives

-Guests are politely greeted curbside within 30 seconds of arriving-

-Luggage assistance is immediate at curbside and offered by the staff

- The guest is escorted or directed

-Check in process does not exceed five minutes

- Special requests or bookings made prior to arrival are confirmed during registration or upon entering guest room

-Newspaper service is made known during arrival

-All details of reservation are accurate; departure date is confirmed

-The guest is offered an escort to their room

-Luggage service is secure and does not require the guest to identify luggage at any time once a hotel staff member has collected it

-Luggage is stored conveniently

-Luggage arrives within 10 minutes of registration completion

- Orientation to the hotel and guest room are discreet and helpful

-If guest room is not ready beyond hotel’s check-in time, staff makes suggestions and provides estimated time for room.

-Did the arrival process, staff or level of thoughtfulness stand out in any way?

-The service is handled without excessive delays or interruptions

DEPARTURE

  • Telephone conversation is calm and clear
  • Ask permission to place on hold, maximum 30 seconds.
  • Guest Acknowledgment
  • Staff´s verbal and non-verbal communication is appropriate
  • Thoughtful and anticipatory service
  • Staff knowledgeable and efficient
  • Staff closes interactions with polite, appropriate remarks
  • All staff encountered are extremely well-groomed
  • Staff maintains alert posture and behaves professionally in view of the guest
  • If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous
  • Staff does not decline any request without offering appropriate alternatives
  • Bellman arrives within eight minutes of departure assistance request; or within five minutes of prearranged luggage pick-up time
  • Time spent settling the folio does not exceed five minutes
  • Luggage service is secure and does not require the guest to identify luggage
  • Staff accepting payment specifically thanks the guest and closes the interaction with a polite and appropriate remark
  • Staff proactively offers transportation assistance, not waiting for the guest to exit the hotel and seek transport
  • The final folio is offered to guest for review prior to processing
  • The final folio is automatically and neatly placed in a folder or envelope, or delivered via email in accordance with the guest’s preference. If an emailed folio is requested, it must be delivered within one hour
  • The final folio is accurate and easy to read
  • If applicable, posting/charge errors called to the attention of the staff are quickly and discreetly rectified with words of apology
  • There will be no unexpected charges posted to the folio; guests must have been advised in some obvious manner of all charges
  • Did the departure process, staff or level of thoughtfulness stand out in any way?
  • The service is handled without excessive delays or interruptions

GUEST SERVICES

GUEST SERVICE

  • Telephone Etiquette
  • Guest Acknowledgment
  • Proper verbal and non-verbal communication
  • Staff exhibits a genuine sense of interest and concern for the guest
  • Thoughtful and anticipatory service
  • Cross-departmental channels of communication among staff are consistent and complete

  • Staff is knowledgeable and efficient
  • The guest's name is used naturally as a signal of recognition
  • All staff encountered are extremely well-groomed
  • Staff maintains alert posture and behaves professionally in view of the guest
  • Follow-up service or call-backs are timely and accurate
  • When asked about restaurant recommendations, staff provides an appropriate choice of options and describes cuisine and atmosphere
  • Staff arrives to the room within 10 minutes unless advised otherwise
  • Requested items delivered to the room are elegantly presented
  • The service or resolution provided by the staff meets the guest's needs and expectations
  • The service is handled without excessive delays or interruptions
  • Appropriate choice of options of local activities
  • Appropriate direction and transportation options
  • Staff can produce brochures, maps, publications, playbills or local restaurant menus to help the guest make decisions
  • All non-digital collateral is professionally presented
  • Staff does not decline any request without offering appropriate alternatives
  • The service or resolution proposed by the staff fully and accurately meets the guest's needs
  • The service is handled without excessive delays or interruptions
  • The hotel supports a variety of basic business requests, such as Internet access, photocopying, faxing and printing

DIGITAL COMMUNICATIONS

  • The hotel's website is professional in design, intuitive and consistent with the property and/or brand
  • An online hotel booking engine or mobile application
  • is available; it is easy to complete a reservation
  • Automatically generated email communications, such as confirmation emails, are professional and personalized
  • Staff is professional and courteous when corresponding with the guest via email
  • All email communications accurately reflect the property and/or brand
  • All text message communications are polite, professional and consistent with the property style
  • Text message responses are instantaneous or within the promised timeframe
  • When guest requests are made through digital technology, the functionality is intuitive and convenient
  • All service automation implements function seamlessly and as expected
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