FORBES TRAINING

CLASSIFICATIONS

-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

• 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

• 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