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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.
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
-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