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2024 Hotel Standards

All Sections - All Classifications

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 2024 Hotel Standards by Section
Reservation & Pre-Arrival

STANDARD TAG CLASSIFICATION

Telephone conversation is calm and clear Service Guest Comfort & Convenience

The guest is always asked permission before being placed on hold Service Courtesy & Manners

No telephone hold is longer than 30 seconds without offering a call-

Service Courtesy & Manners
back

Staff is highly articulate and avoids slang and excessive use of phrase-
Service Courtesy & Manners
fragments

Staff is polite and maintains a gracious tone and appropriate pace

Service Courtesy & Manners
throughout the interaction

Graciousness, Thoughtfulness &

Staff exhibits a genuine sense of interest and concern for the guest Service
Sense of Personalized Service

Staff leads the conversation and is thoughtful and intuitive, Graciousness, Thoughtfulness &
Service
demonstrating anticipatory service when appropriate and helpful Sense of Personalized Service

Staff consistently and respectfully personalizes interactions, Graciousness, Thoughtfulness &

Service
addressing the guest in accordance with their preference, if known Sense of Personalized Service

Staff closes interactions with polite, appropriate remarks Service Courtesy & Manners

Staff can readily describe the various physical elements in the guest
Service Guest Comfort & Convenience
room

Technical Execution, Skill &

Staff can describe hotel facilities and procedures with clarity Service
Knowledge

Staff can effectively provide directions and/or transportation options Technical Execution, Skill &
Service
and their associated costs Knowledge

At some point prior to the guest's stay, they are offered assistance with
Technical Execution, Skill &
hotel services such as transportation service, dinner or spa Service
Knowledge
reservations

When making a booking, staff provides a choice of room types and Technical Execution, Skill &
Service
rates Knowledge

When making a booking, staff clearly explains deposit and cancellation

Service Guest Comfort & Convenience
policies and any penalty charges, if a method of payment is secured

When making a booking, details of the booking are repeated for Technical Execution, Skill &
Service
confirmation Knowledge

2024 Hotel Standards | All Sections - All Classifications 2

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 STANDARD TAG CLASSIFICATION

Technical Execution, Skill &

When making a booking, a confirmation number is offered Service
Knowledge

Hotel booking confirmation is received within two hours of the call Service Efficiency

Cross-departmental channels of communication among staff are Graciousness, Thoughtfulness &

Service
consistent and complete Sense of Personalized Service

The service is handled without excessive delays or interruptions Service Efficiency

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 2024 Hotel Standards by Section
Arrival Service

STANDARD TAG CLASSIFICATION

Staff politely acknowledges the guest when appropriate and reasonably

Service Courtesy & Manners
possible

Staff is highly articulate and avoids slang and excessive use of phrase-
Service Courtesy & Manners
fragments

Staff is polite and maintains a gracious tone and appropriate pace

Service Courtesy & Manners
throughout the interaction

Staff readily smiles and maintains an engaging expression Service Courtesy & Manners

Staff makes eye contact and keeps focus on the guest Service Courtesy & Manners

Graciousness, Thoughtfulness &

Staff exhibits a genuine sense of interest and concern for the guest Service
Sense of Personalized Service

Staff is thoughtful and intuitive, demonstrating anticipatory service when Graciousness, Thoughtfulness &
Service
appropriate and helpful Sense of Personalized Service

Cross-departmental channels of communication among staff are Graciousness, Thoughtfulness &

Service
consistent and complete Sense of Personalized Service

Staff performs the requirements of their department knowledgeably and

Technical Execution, Skill &
proficiently. Staff can capably answer questions about the entire hotel or Service
Knowledge
obtains effective and prompt assistance

Staff consistently and respectfully personalizes interactions, addressing Graciousness, Thoughtfulness &
Service
the guest in accordance with their preference, if known Sense of Personalized Service

Staff closes interactions with polite, appropriate remarks Service Courtesy & Manners

All staff encountered are wearing clean and well-fitted uniforms Service Staff Appearance

Staff’s appearance is consistent with the property style and demonstrates a

Service Staff Appearance
strong sense of personal care and hygiene

Staff maintains alert posture and behaves professionally in view of the

Service Staff Appearance
guest

Graciousness, Thoughtfulness &

Staff does not decline any request without offering appropriate alternatives Service
Sense of Personalized Service

Guests are greeted curbside within 30 seconds of arriving Service Efficiency

2024 Hotel Standards | All Sections - All Classifications 4

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 STANDARD TAG CLASSIFICATION

If hotel transportation service is utilized, the appearance and hospitality

Service Courtesy & Manners
skills of the staff are professional and courteous

Luggage assistance is immediately offered curbside Service Guest Comfort & Convenience

The guest is escorted or directed to the appropriate registration area Service Guest Comfort & Convenience

Time from arriving at reception area until registration is complete does not
Service Efficiency
exceed five minutes

Special requests or reservations made in connection to the hotel booking Technical Execution, Skill &
Service
are confirmed during registration or upon entering guest room Knowledge

All details of the reservation are accurate; departure date is confirmed Technical Execution, Skill &
Service
during registration Knowledge

Graciousness, Thoughtfulness &

The guest is offered an escort to their room Service
Sense of Personalized Service

Luggage service is secure, seamless and does not require the guest to
identify or prompt for luggage at any time once a hotel staff member has Service Guest Comfort & Convenience
collected it

Staff automatically arranges luggage in a convenient manner, using a rack

Service Guest Comfort & Convenience
or dedicated storage space

Luggage arrives within 10 minutes of registration completion Service Efficiency

Orientation to the hotel is helpful, consisting of relevant details and/or

Service Guest Comfort & Convenience
personalized information

Staff provides helpful information about the guest room that might
Service Guest Comfort & Convenience
otherwise be overlooked or confusing

If guest room is not ready beyond hotel's check-in time, staff makes
thoughtful suggestions to ensure the guest's comfort while they wait, and Service Guest Comfort & Convenience
an estimated wait time is made known and honored within 15 minutes

The service is handled without excessive delays or interruptions Service Efficiency

Efforts are made to reduce paper during the arrival service * Facility

An appropriate number of key cards is offered upon arrival * Facility

2024 Hotel Standards | All Sections - All Classifications 5

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 2024 Hotel Standards by Section
Departure Service

STANDARD TAG CLASSIFICATION

Telephone conversation is calm and clear Service Guest Comfort & Convenience

Staff politely acknowledges the guest when appropriate and reasonably

Service Courtesy & Manners
possible

Staff is highly articulate and avoids slang and excessive use of phrase-
Service Courtesy & Manners
fragments

Staff is polite and maintains a gracious tone and appropriate pace

Service Courtesy & Manners
throughout the interaction

Staff readily smiles and maintains an engaging expression Service Courtesy & Manners

Staff makes eye contact and keeps focus on the guest Service Courtesy & Manners

Graciousness, Thoughtfulness &

Staff exhibits a genuine sense of interest and concern for the guest Service
Sense of Personalized Service

Staff is thoughtful and intuitive, demonstrating anticipatory service when Graciousness, Thoughtfulness &
Service
appropriate and helpful Sense of Personalized Service

Staff performs the requirements of their department knowledgeably and

Technical Execution, Skill &
proficiently. Staff can capably answer questions about the entire hotel or Service
Knowledge
obtains effective and prompt assistance

Staff consistently and respectfully personalizes interactions, addressing Graciousness, Thoughtfulness &
Service
the guest in accordance with their preference, if known Sense of Personalized Service

Staff closes interactions with polite, appropriate remarks Service Courtesy & Manners

All staff encountered are wearing clean and well-fitted uniforms Service Staff Appearance

Staff’s appearance is consistent with the property style and demonstrates

Service Staff Appearance
a strong sense of personal care and hygiene

Staff maintains alert posture and behaves professionally in view of the

Service Staff Appearance
guest

If hotel transportation service is utilized, the appearance and hospitality

Service Courtesy & Manners
skills of the staff are professional and courteous

Channels of communication among staff are consistent and complete -

Graciousness, Thoughtfulness &
one does not have to fully repeat themselves and requests are conveyed to Service
Sense of Personalized Service
the appropriate staff

2024 Hotel Standards | All Sections - All Classifications 6

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 STANDARD TAG CLASSIFICATION

Graciousness, Thoughtfulness &

Staff does not decline any request without offering appropriate alternatives Service
Sense of Personalized Service

Bellman arrives within eight minutes of departure assistance request; or

Service Efficiency
within five minutes of pre-arranged luggage pick-up time

Time spent settling the folio does not exceed five minutes Service Efficiency

Luggage service is secure, seamless and does not require the guest to
identify or prompt for luggage at any time once a hotel staff member has Service Guest Comfort & Convenience
collected it from the room

Staff accepting payment specifically thanks the guest and closes the
Service Courtesy & Manners
interaction with a polite and appropriate remark

Graciousness, Thoughtfulness &

Staff proactively inquires about transportation needs Service
Sense of Personalized Service

The guest is invited to review their folio, either digitally or printed, prior to
Service Guest Comfort & Convenience
processing

If a printed folio is provided, a folder or envelope is offered Service Guest Comfort & Convenience

If an emailed folio is requested or automatically received, it is delivered

Service Efficiency
within one hour

Technical Execution, Skill &

The final folio is accurate and easy to read Service
Knowledge

If applicable, posting/charge errors called to the attention of the staff are Graciousness, Thoughtfulness &
Service
quickly and discreetly rectified with words of apology Sense of Personalized Service

There will be no unexpected charges posted to the folio; guests must have
Service Guest Comfort & Convenience
been advised in some obvious manner of all charges

The service is handled without excessive delays or interruptions Service Efficiency

Efforts are made to reduce paper during the departure service * Facility

2024 Hotel Standards | All Sections - All Classifications 7

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 2024 Hotel Standards by Section
Guest Service

STANDARD TAG CLASSIFICATION

Telephone conversation is calm and clear Service Guest Comfort & Convenience

Staff politely acknowledges the guest when appropriate and reasonably

Service Courtesy & Manners
possible

Staff is highly articulate and avoids slang and excessive use of phrase-
Service Courtesy & Manners
fragments

Staff is polite and maintains a gracious tone and appropriate pace

Service Courtesy & Manners
throughout the interaction

Staff readily smiles and maintains an engaging expression Service Courtesy & Manners

Staff makes eye contact and keeps focus on the guest Service Courtesy & Manners

When appropriate, staff asks guiding questions to ascertain the guest's Graciousness, Thoughtfulness &
Service
preferences Sense of Personalized Service

Staff exhibits a genuine sense of interest and concern for the guest and/or Graciousness, Thoughtfulness &
Service
demonstrates anticipatory service when appropriate and helpful Sense of Personalized Service

Cross-departmental channels of communication among staff are Graciousness, Thoughtfulness &

Service
consistent and complete Sense of Personalized Service

Staff performs the requirements of their department knowledgeably and

Technical Execution, Skill &
proficiently. Staff can capably answer questions about the entire hotel or Service
Knowledge
obtains effective and prompt assistance

Staff consistently and respectfully personalizes interactions, addressing Graciousness, Thoughtfulness &
Service
the guest in accordance with their preference, if known Sense of Personalized Service

Staff closes interactions with a polite, appropriate remark Service Courtesy & Manners

Staff encountered are wearing clean and well-fitted uniforms Service Staff Appearance

Staff’s appearance is consistent with the property style and demonstrates

Service Staff Appearance
a strong sense of personal care and hygiene

Staff maintains alert posture and behaves professionally in view of the

Service Staff Appearance
guest

Staff responds to or confirms in-house requests within two hours Service Efficiency

Staff responds to or confirms pre-arrival requests within 24 hours Service Efficiency

2024 Hotel Standards | All Sections - All Classifications 8

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 STANDARD TAG CLASSIFICATION

Staff exhibits local expertise by providing thorough detail and first-hand Technical Execution, Skill &
Service
knowledge Knowledge

When appropriate, staff effectively provides directions and transportation Technical Execution, Skill &
Service
options Knowledge

Property offers high quality and curated experiences, itineraries or

Service Sense of Luxury
activities

Technical Execution, Skill &

All non-digital collateral is professionally presented Service
Knowledge

Graciousness, Thoughtfulness &

Staff does not decline any request without offering appropriate alternatives Service
Sense of Personalized Service

The service is handled without excessive delays or interruptions Service Efficiency

2024 Hotel Standards | All Sections - All Classifications 9

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 2024 Hotel Standards by Section
Digital Services

STANDARD TAG CLASSIFICATION

The hotel's website is notable in design and consistent with the property
Service Sense of Luxury
and/or brand

The hotel's website is intuitive and seamless to navigate Service Guest Comfort & Convenience

Content on the hotel website is current, free of errors and grammatically Technical Execution, Skill &
Service
correct Knowledge

An online hotel booking engine or mobile application is available Service Guest Comfort & Convenience

Booking engine is convenient and allows the guest to filter room results Service Guest Comfort & Convenience

Booking engine offers a rate and availability calendar Service Guest Comfort & Convenience

Rate types and inclusions are clearly and conveniently described during the Technical Execution, Skill &
Service
online booking process Knowledge

During the online booking process, room descriptions are helpful, with Technical Execution, Skill &
Service
accurate photos of the bedroom, bathroom and any living spaces included Knowledge

It is possible to add special requests to the reservation during the process

Service Guest Comfort & Convenience
of online booking

The deposit and cancellation policy is prominently explained before the Technical Execution, Skill &
Service
booking is processed online Knowledge

For online bookings, confirmation number is immediately generated and Technical Execution, Skill &
Service
the full confirmation email is received within two hours Knowledge

Bookings made through the property website can be amended or cancelled

Service Guest Comfort & Convenience
online

Technical Execution, Skill &

Hotel booking details are accurately reflected in the email confirmation Service
Knowledge

Graciousness, Thoughtfulness &

All email communications are personalized Service
Sense of Personalized Service

All email communications are professionally formatted and accurately Technical Execution, Skill &
Service
reflect the property and/or brand Knowledge

Staff is articulate and courteous when corresponding with the guest via
Service Courtesy & Manners
email

2024 Hotel Standards | All Sections - All Classifications 10

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 STANDARD TAG CLASSIFICATION

General email inquiries are acknowledged within 24 hours Service Efficiency

All text message communications are polite, professional and consistent

Service Courtesy & Manners
with the property style

Text messages are answered within three minutes Service Efficiency

When guest requests are made through digital technology, the functionality
Service Guest Comfort & Convenience
is intuitive and convenient

All service automation functions seamlessly and as expected Service Guest Comfort & Convenience

Non-digital alternatives are available for any service automation

Service Guest Comfort & Convenience
technologies provided

2024 Hotel Standards | All Sections - All Classifications 11

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 2024 Hotel Standards by Section
Fitness Services

STANDARD TAG CLASSIFICATION

If present, staff in the fitness facility is professional and courteous Service Courtesy & Manners

Guest Comfort &

Restrooms are conveniently located in or near the fitness facility Facility
Convenience

If provided, the overall appearances of the locker room and/or restroom area are
Facility Cleanliness & Condition
organized, clean and well-maintained

Equipment is exceptionally high quality, with modern, up-to-date models and

Facility Sense of Luxury
technology

Guest Comfort &

At least three different types of cardiovascular equipment are provided Facility
Convenience

At least three different types of floor exercise and/or recovery equipment are
Facility Wellness
provided

A full set of free weights and at least one piece of strength-training or circuit- Guest Comfort &
Facility
training equipment are available Convenience

Equipment is sufficient for the fitness facility capacity, and it is arranged in a Guest Comfort &
Facility
convenient manner Convenience

The facility offers ample open floor space, allowing the guest sufficient room to Guest Comfort &
Facility
themselves when using all equipment Convenience

All fitness equipment is clean and in excellent working order Facility Cleanliness & Condition

The fitness room and all amenities are clean and in excellent condition Facility Cleanliness & Condition

Guest Comfort &

Appropriate cardiovascular equipment includes intuitive audiovisual functionality Facility
Convenience

Water is readily available within the fitness center Facility Wellness

Fresh fruit and/or nutritionally focused snacks are available in or near the fitness
Facility Wellness
area

Appropriately sized towels are conveniently available to all guests in the fitness Guest Comfort &
Facility
area Convenience

Dampened chilled towels are offered in the fitness area Facility Wellness

Towels are disposed of discreetly Facility Cleanliness & Condition

2024 Hotel Standards | All Sections - All Classifications 12

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 STANDARD TAG CLASSIFICATION

The facility provides a fresh and comfortable workout environment Facility Wellness

Exceptional attention to the fitness facility design/décor and amenities is evident. Facility Sense of Luxury

If offered, in-room fitness equipment is high quality Facility Sense of Luxury

The property offers an interesting selection of fitness classes, training and/or other
Service Wellness
wellbeing activities appropriate to the destination, whether virtual or in person

Efforts are made to reduce single-use plastic in the fitness facility * Facility

2024 Hotel Standards | All Sections - All Classifications 13

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 2024 Hotel Standards by Section
Guest Service Request

STANDARD TAG CLASSIFICATION

Telephone conversation is calm and clear Service Guest Comfort & Convenience

Staff is highly articulate and avoids slang and excessive use of phrase-
Service Courtesy & Manners
fragments

Staff is polite and maintains a gracious tone and appropriate pace

Service Courtesy & Manners
throughout the interaction

Staff readily smiles and maintains an engaging expression Service Courtesy & Manners

Staff makes eye contact and keeps focus on the guest Service Courtesy & Manners

Staff exhibits a genuine sense of interest and concern for the guest and/or Graciousness, Thoughtfulness &
Service
demonstrates anticipatory service Sense of Personalized Service

Cross-departmental channels of communication among staff are Graciousness, Thoughtfulness &

Service
consistent and complete Sense of Personalized Service

Staff performs the requirements of their department knowledgeably and

Technical Execution, Skill &
proficiently. Staff can capably answer questions about the entire hotel or Service
Knowledge
obtains effective and prompt assistance

Staff consistently and respectfully personalizes interactions, addressing Graciousness, Thoughtfulness &
Service
the guest in accordance with their preference, if known Sense of Personalized Service

All interactions are closed politely and appropriately Service Courtesy & Manners

All staff encountered are wearing clean and well-fitted uniforms Service Staff Appearance

Staff’s appearance is consistent with the property style and demonstrates

Service Staff Appearance
a strong sense of personal care and hygiene

Staff maintains alert posture and behaves professionally in view of the

Service Staff Appearance
guest

Graciousness, Thoughtfulness &

Staff does not decline any request without offering appropriate alternatives Service
Sense of Personalized Service

Staff arrives to the room within 10 minutes unless advised otherwise Service Efficiency

Requested items delivered to the room are elegantly presented Service Sense of Luxury

Two-hour pressing, same-day and express laundry/dry cleaning service

Facility Guest Comfort & Convenience
are available on weekdays

2024 Hotel Standards | All Sections - All Classifications 14

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 STANDARD TAG CLASSIFICATION

Folded items are returned with luxurious presentation Service Sense of Luxury

Hanging items are neatly returned on high quality hangers, with non-slip
Service Sense of Luxury
inserts for trousers

The service meets the guest's needs and any items provided are high Technical Execution, Skill &
Service
quality Knowledge

The service is handled without excessive delays or interruptions Service Efficiency

Any items requested for delivery to the room, including laundry/dry

Facility
cleaning, are delivered in sustainable packaging *

2024 Hotel Standards | All Sections - All Classifications 15

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 2024 Hotel Standards by Section
Housekeeping Daily Service

STANDARD TAG CLASSIFICATION

The bathroom floor is thoroughly cleaned Service Cleanliness & Condition

All bathroom fixtures are thoroughly cleaned Service Cleanliness & Condition

Bathroom appointments such as mirrors, shelves, etc. are thoroughly cleaned Service Cleanliness & Condition

All used bathroom linens and robes are removed and neatly replaced unless the Technical Execution, Skill
Service
guest opts into an environmental preference program & Knowledge

All fresh bathroom linens are clean and in excellent condition Service Cleanliness & Condition

Guest Comfort &

Toiletries and cosmetics are neatly arranged Service
Convenience

High quality underliners are used for toiletries on vanity or counter surfaces, but
Service Sense of Luxury
not under items on narrow shelves

Small appliances provided by the hotel have their cords (i.e. hairdryer, iron, etc.) Guest Comfort &
Service
neatly coiled and appliances are tidily arranged in a convenient location Convenience

Guest Comfort &

End sheets of toilet tissue are neatly pointed or similarly cared for Service
Convenience

Bathroom amenities are sufficiently supplied to last until the next service. Any Guest Comfort &
Service
single-use amenity that is more than half depleted has a fresh product added Convenience

Debris is thoroughly removed from all areas of the bedroom floor Service Cleanliness & Condition

Any significant dust, debris or spillage on furniture surfaces is thoroughly cleaned Service Cleanliness & Condition

Following daily service, all bed linens are completely clean and in exceptional
Service Cleanliness & Condition
condition unless the guest opts into an environmental preference program

Technical Execution, Skill

The bed is tightly and attractively remade with decorative elements replaced Service
& Knowledge

If the guest opts into an environmental preference program, their requests are Technical Execution, Skill
Service
honored & Knowledge

Wastebaskets and ashtrays throughout the bedroom and bathroom are emptied/
Service Cleanliness & Condition
cleaned

Soiled in-room dining serviceware, trays or trolleys are removed from the room Technical Execution, Skill
Service
and not left in the corridor & Knowledge

2024 Hotel Standards | All Sections - All Classifications 16

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 STANDARD TAG CLASSIFICATION

If used, glassware, silver or china in the room is thoroughly cleaned Service Cleanliness & Condition

If provided complimentary, food and beverage amenities are freshened and/or Guest Comfort &
Service
replaced as necessary Convenience

If applicable, items consumed from the minibar are replaced at some point during Guest Comfort &
Service
the day Convenience

If ice had been provided in the ice bucket, ice bucket is drained and cleaned, or Guest Comfort &
Service
completely refreshed Convenience

Clothing left around the room is neatly folded or draped and left within immediate Guest Comfort &
Service
guest view Convenience

Shoes left out in the room are paired and neatly placed near where the guest had Guest Comfort &
Service
left them, out of high traffic areas Convenience

Personal guest belongings, other than clothing or toiletries, are not substantially Guest Comfort &
Service
disturbed and no guest belongings are missing Convenience

Personal guest belongings, other than clothing or toiletries, are handled in a

Service Sense of Luxury
noteworthy manner

Technical Execution, Skill

Magazines and newspapers are neatly compiled and arranged Service
& Knowledge

Hotel collateral such as service directories, in-room dining menus, corporate Guest Comfort &
Service
directories, etc. are neatly arranged Convenience

TVs are turned off or set to a dedicated welcome channel, furniture throughout Guest Comfort &
Service
the room is neatly straightened and closet and cupboard doors are closed Convenience

All window treatments are opened, if appropriate, have a symmetrical appearance Guest Comfort &
Service
and are uniform day-to-day Convenience

Depleted complimentary room amenities are replenished, such as notepads, pens Guest Comfort &
Service
and laundry kits Convenience

Guest Comfort &

Burned out light bulbs or other malfunctioning equipment is replaced/repaired Service
Convenience

The room has an extremely fresh, comfortable atmosphere when the guest
Service Wellness
returns

Daily service is provided in a timely, convenient and discreet manner so that the Guest Comfort &
Service
guest does not feel disturbed Convenience

2024 Hotel Standards | All Sections - All Classifications 17

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 STANDARD TAG CLASSIFICATION

If a room attendant, minibar attendant or technician is encountered, they are very

polite and professional. Their appearance is consistent with the property style Service Courtesy & Manners
and demonstrates a strong sense of personal care and hygiene

Technical Execution, Skill

Security precautions are taken when staff is servicing rooms Service
& Knowledge

Technical Execution, Skill

Guest room corridors are kept neat and organized during daily service Service
& Knowledge

Property offers environmental options for housekeeping services * Facility

Environmental program is completed as expected * Facility

Efforts are made to reduce energy consumption by turning off unnecessary lights
Facility
or appliances *

Amenities are not replaced until necessary * Facility

2024 Hotel Standards | All Sections - All Classifications 18

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 2024 Hotel Standards by Section
Housekeeping Evening Service

STANDARD TAG CLASSIFICATION

Evening service is provided automatically Service Sense of Luxury

Evening service is provided automatically or the guest is prominently invited to Guest Comfort &
Service
call to request service Convenience

Evening service is provided in a timely, convenient and discreet manner so that Guest Comfort &
Service
the guest does not feel disturbed Convenience

During evening service, an effort is made to set an appropriate atmosphere Service Wellness

During evening service, bedding is neatly prepared. If decorative items are Technical Execution, Skill
Service
removed, they are discreetly stored & Knowledge

During evening service, clothing left around the room is neatly folded or draped Guest Comfort &
Service
and left within immediate guest view Convenience

During evening service, shoes left out in the room are paired and neatly placed Guest Comfort &
Service
near where the guest had left them, out of high traffic areas Convenience

The bedroom is tidied, with significant debris removed from floors and Technical Execution, Skill
Service
furnishings; wastebaskets are emptied and reading materials are straightened & Knowledge

During evening service, the bathroom counter, sink, shower and tub are cleaned Service Cleanliness & Condition

Bedroom and bathroom amenities are sufficiently supplied to last until the next Guest Comfort &
Service
service Convenience

Guest Comfort &

During evening service, toiletries and cosmetics are neatly arranged Service
Convenience

High quality underliners are used for toiletries on vanity or counter surfaces, but
Service Sense of Luxury
not under items on narrow shelves

During evening service, used bathroom linens are removed and neatly replaced, Technical Execution, Skill
Service
unless the guest chooses to participate in an environmental preference program & Knowledge

All fresh bathroom linens are clean and in excellent condition Service Cleanliness & Condition

If the guest opts into an environmental preference program, their requests are Technical Execution, Skill
Service
honored & Knowledge

If a housekeeping evening service attendant is encountered, they are very polite

and professional. Their appearance is consistent with the property style and Service Courtesy & Manners
demonstrates a strong sense of personal care and hygiene

2024 Hotel Standards | All Sections - All Classifications 19

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 STANDARD TAG CLASSIFICATION

Amenities are not replaced until necessary * Facility

2024 Hotel Standards | All Sections - All Classifications 20

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 2024 Hotel Standards by Section
Guest Room

STANDARD TAG CLASSIFICATION

Upon arrival, the room has an extremely fresh, comfortable atmosphere Service Wellness

Guest Comfort &

A specific welcome gift or amenity is provided on the day of arrival Service
Convenience

If provided, the welcome amenity is of extremely high quality and distinctive in

Service Sense of Luxury
presentation

The guest room is well-soundproofed Facility Wellness

Hotel collateral and any printed products, such as stationery, reading material,
Facility Sense of Luxury
notepad paper or pens, are elegant or distinctive in a way that is notable

Cleanliness &
Hotel collateral and any printed products are in excellent condition Facility
Condition

Hotel collateral is accurate and grammatically correct; if provided, magazines are Guest Comfort &
Service
current Convenience

Cleanliness &
The bed is clean and in excellent condition Facility
Condition

The bed linens are of high quality and made of natural materials Facility Sense of Luxury

The bed is exceptionally comfortable Facility Wellness

The room promotes good sleep, including effective blackout functionality Facility Wellness

Guest Comfort &

The closets and shelves/drawers are generously spacious and very well lit Facility
Convenience

Guest Comfort &

There are at least 10 hangers in the closet, convenient for all types of garments Facility
Convenience

Fresh flowers or live plants are provided by the hotel in the guest room Facility Wellness

The bedroom offers a comfortable place to relax, such as when watching television Guest Comfort &
Facility
or dining, separate from the bed and desk areas Convenience

The lighting in the bedroom is comfortable for the guest to complete all necessary Guest Comfort &
Facility
daily tasks. The room has ample natural light during the day Convenience

Cleanliness &
The bedroom is exceptionally clean Facility
Condition

2024 Hotel Standards | All Sections - All Classifications 21

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 STANDARD TAG CLASSIFICATION

Cleanliness &
The bedroom is extremely well-maintained Facility
Condition

If available, the outdoor balcony/patio is exceptionally clean and in excellent Cleanliness &
Facility
condition Condition

The room is supplied with a distinctive variety of amenities that enhance the guest
Facility Sense of Luxury
experience

Guest Comfort &

If provided, the technology is easy to use and navigate Facility
Convenience

Guest Comfort &

Electronic outlets are located in convenient locations for the guest Facility
Convenience

If provided, clocks display the time of day within two minutes of the time confirmed Guest Comfort &
Service
by the global time clock and prior alarms are cleared Convenience

The architectural design style of the room is notable in interest or execution Facility Sense of Luxury

The entire room is true to the thematic elements. There are no unintentional
mismatching styles of furnishings or indication of remodeling that is not thorough or Facility Sense of Luxury
done in cycles

The grooming areas are generously spacious so that two persons could easily Guest Comfort &
Facility
shower and dress in comfort Convenience

Basic amenities, including shampoo, conditioner, body wash/gel, lotion, hand soap Guest Comfort &
Facility
and cotton products, are provided Convenience

Beyond basic amenities, the bathroom is supplied with at least two additional types
Facility Sense of Luxury
of toiletry items

Bathroom amenities are exceptionally luxurious in quality and presentation Facility Sense of Luxury

Guest Comfort &

Robes, slippers and sufficient towels are automatically provided Facility
Convenience

Robes, slippers and bathroom linens are of extremely high quality Facility Sense of Luxury

Cleanliness &
Robes, slippers and bathroom linens are all clean and in excellent condition Facility
Condition

Strong water pressure and no vacillating water temperatures are present in showers; Guest Comfort &
Facility
showers are easy to operate Convenience

Guest Comfort &

Placement of bathroom amenities is convenient and careful Service
Convenience

2024 Hotel Standards | All Sections - All Classifications 22

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 STANDARD TAG CLASSIFICATION

Guest Comfort &

Placement of bathroom linens is convenient and careful Service
Convenience

The lighting in the bathroom is sufficient for all intended tasks, such as grooming Guest Comfort &
Facility
and makeup application Convenience

Cleanliness &
The bathroom is exceptionally clean Facility
Condition

Cleanliness &
The bathroom is extremely well-maintained Facility
Condition

The bathroom design and appointments, such as counters, floors and fixtures, are
Facility Sense of Luxury
exceptionally noteworthy

The guest is exceptionally comfortable in this room Service Sense of Luxury

Efforts are made to reduce single-use plastic in the guest room * Facility

Efforts are made to reduce single-use plastic in the bathroom * Facility

Clean bathroom amenities are used * Facility

Recycling options are readily available in the guest room * Facility

2024 Hotel Standards | All Sections - All Classifications 23

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 2024 Hotel Standards by Section
Public Areas

STANDARD TAG CLASSIFICATION

Telephone conversations are calm and clear Service Guest Comfort & Convenience

The guest is always asked permission before being placed on hold Service Courtesy & Manners

No telephone hold is longer than 30 seconds without offering a call-

Service Courtesy & Manners
back

Staff politely acknowledges the guest when appropriate and reasonably

Service Courtesy & Manners
possible

Staff is highly articulate and avoids slang and excessive use of phrase-
Service Courtesy & Manners
fragments

Staff is polite and maintains a gracious tone and appropriate pace

Service Courtesy & Manners
throughout the interaction

Staff readily smiles and maintains an engaging expression Service Courtesy & Manners

Staff makes eye contact and keeps focus on the guest Service Courtesy & Manners

Staff exhibits a genuine sense of interest and concern for the guest and/ Graciousness, Thoughtfulness &
Service
or demonstrates anticipatory service when appropriate and helpful Sense of Personalized Service

Cross-departmental channels of communication among staff are Graciousness, Thoughtfulness &

Service
consistent and complete Sense of Personalized Service

Staff maintains alert posture and behaves professionally in view of the

Service Staff Appearance
guest

Staff can capably answer questions about the entire hotel or obtains Technical Execution, Skill &
Service
effective and prompt assistance Knowledge

Staff consistently and respectfully personalizes interactions, addressing Graciousness, Thoughtfulness &
Service
the guest in accordance with their preference, if known Sense of Personalized Service

Staff closes interactions with a polite, appropriate remark Service Courtesy & Manners

All staff encountered are wearing clean and well-fitted uniforms Service Staff Appearance

Staff’s appearance is consistent with the property style and

Service Staff Appearance
demonstrates a strong sense of personal care and hygiene

Staff does not decline any request without offering appropriate Graciousness, Thoughtfulness &
Service
alternatives Sense of Personalized Service

2024 Hotel Standards | All Sections - All Classifications 24

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 STANDARD TAG CLASSIFICATION

If any negative issues encountered during the stay are called to the
Graciousness, Thoughtfulness &
attention of staff, these are quickly and discreetly rectified with words of Service
Sense of Personalized Service
apology

All services are handled without excessive delays Service Efficiency

Large groups or meetings are handled in a way that does not interfere
Service Guest Comfort & Convenience
with the guest's visit or make them uncomfortable at any point

Staff uniforms are exceptional in design and style Service Sense of Luxury

The architectural and interior design style of the public areas is notable
in quality, interest or execution. There are no signs of remodeling done Facility Sense of Luxury
in cycles

When present, exterior landscaping and grounds are notable in their

Facility Sense of Luxury
design, interest and/or execution

The guest is comfortable when moving around the hotel or sitting in the
Facility Guest Comfort & Convenience
lobby. There is sufficient privacy, space and comfortable seating

If available, wireless Internet service provided in the public areas is

Facility Guest Comfort & Convenience
strong and reliable

The interior public areas are clean and in excellent condition Facility Cleanliness & Condition

The exterior public areas are clean and in excellent condition Facility Cleanliness & Condition

If hotel transportation is used, vehicles are clean and in excellent

Facility Cleanliness & Condition
condition

There is a strong sense of security throughout the property Service Wellness

Efforts are made to reduce single-use plastic * Facility

Recycling options are readily available in public spaces * Facility

Property engages in obvious environmental and community-based

Facility
conservation programs *

If newspapers or magazines are offered, they are digital * Facility

2024 Hotel Standards | All Sections - All Classifications 25

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 2024 Hotel Standards by Section
Hotel Dining

STANDARD TAG CLASSIFICATION

Staff politely acknowledges the guest when appropriate and reasonably

Service Courtesy & Manners
possible

If waiting is required, an estimated wait time is quoted. The guest is seated

Service Efficiency
no more than five minutes past the quoted time

If waiting is required, a comfortable waiting area is available Service Guest Comfort & Convenience

Staff is highly articulate and avoids slang and excessive use of phrase-
Service Courtesy & Manners
fragments

Staff is polite and maintains a gracious tone and appropriate pace

Service Courtesy & Manners
throughout the interaction

Staff readily smiles and maintains an engaging expression Service Courtesy & Manners

Staff makes eye contact and keeps focus on the guest Service Courtesy & Manners

Graciousness, Thoughtfulness
Staff exhibits a genuine sense of interest and concern for the guest and/or
Service & Sense of Personalized
demonstrates anticipatory service when appropriate and helpful
Service

Before taking the guest's order, staff inquires about dietary restrictions,
preferences or allergies or proactively acknowledges these if previously Service Wellness
made known

If dietary restrictions, preferences or allergies are made known and a dish

modification is required, staff appropriately acknowledges these when Service Wellness
serving the meal

It is not necessary to prompt staff, as they have anticipated all requirements

Service Guest Comfort & Convenience
and automatically provided or offered them

Channels of communication among staff are consistent and complete - one Graciousness, Thoughtfulness
does not have to fully repeat themselves and requests are conveyed to the Service & Sense of Personalized
appropriate members of service/kitchen staff Service

Staff performs the requirements of their department knowledgeably and

Technical Execution, Skill &
proficiently. Staff can capably answer questions about the entire hotel or Service
Knowledge
obtains effective and prompt assistance

Graciousness, Thoughtfulness
Staff consistently and respectfully personalizes interactions, addressing the
Service & Sense of Personalized
guest in accordance with their preference, if known
Service

2024 Hotel Standards | All Sections - All Classifications 26

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 STANDARD TAG CLASSIFICATION

Interactions are closed with polite, appropriate remarks Service Courtesy & Manners

All staff encountered are wearing clean and well-fitted uniforms Service Staff Appearance

Staff’s appearance is consistent with the property style and demonstrates a

Service Staff Appearance
strong sense of personal care and hygiene

Staff maintains alert posture and behaves professionally in view of the guest Service Staff Appearance

Graciousness, Thoughtfulness
Staff is discreet and unintrusive throughout the experience, while remaining
Service & Sense of Personalized
attentive
Service

Graciousness, Thoughtfulness
Staff does not decline any request without offering appropriate alternatives Service & Sense of Personalized
Service

The guest is escorted to their table and provided with chair assistance Service Guest Comfort & Convenience

Once the guest is seated, the table is politely greeted within one minute Service Efficiency

Refills or follow-up rounds are readily offered or provided within one minute
Service Efficiency
of the guest's beverage being fully empty

Technical Execution, Skill &

If asked for menu recommendations, staff can provide helpful information Service
Knowledge

Technical Execution, Skill &

Staff can helpfully discuss details of menu items Service
Knowledge

Technical Execution, Skill &

Staff can helpfully discuss beverage offerings Service
Knowledge

After ordering, cold breakfasts are served within seven minutes and hot
Service Efficiency
breakfasts within 10 minutes, unless advised otherwise by server

When applicable, the pace of the meal is consistent; the guest does not have
Service Efficiency
to wait or wonder when the next step of service will occur

Menu and check presenter are in pristine condition, free of any damage.
Facility Cleanliness & Condition
Menu is grammatically correct.

Menu and/or buffet includes at least two high quality health-conscious

Service Wellness
beverages

Menu and/or buffet offers a variety of nutritionally focused options; dietary

Service Wellness
restrictions are considered

2024 Hotel Standards | All Sections - All Classifications 27

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 STANDARD TAG CLASSIFICATION

Menu and/or buffet provides an exceptional variety, including concept-

Service Sense of Luxury
driven specialty dishes

Hot foods and beverages are hot when served; cold foods and beverages are
Service Food & Beverage Quality
chilled

Foods and beverages are fresh and use high quality ingredients Service Wellness

Foods are flavorful and well-seasoned/balanced Service Food & Beverage Quality

Portions are appropriate Service Food & Beverage Quality

Food presentation is precise and carefully plated Service Food & Beverage Quality

Cooking is done properly and as requested Service Food & Beverage Quality

All items ordered are served accurately and server does not have to ask who Technical Execution, Skill &
Service
ordered what Knowledge

Condiments are elegantly presented Service Sense of Luxury

If a buffet, the traffic flow is convenient. There are ample dishes and utensils
Service Guest Comfort & Convenience
for self-service

If a buffet, the appearance is exceptionally hygienic Facility Cleanliness & Condition

If a buffet, the food is well-stocked, fresh and appetizing in overall

appearance. There are not any dishes more than one-quarter empty and Service Food & Beverage Quality
there are not any juice pitchers more than half empty

If a buffet, the presentation is exceptionally eye appealing and inviting Service Sense of Luxury

If a buffet, there is an a la minute option for individual preparation of egg

Service Guest Comfort & Convenience
dishes and/or other hot foods

If a buffet, all appropriate dishes are clearly and elegantly labeled Service Guest Comfort & Convenience

It is possible to receive a selection of specialty coffees and teas at any time Service Guest Comfort & Convenience

Coffee and tea service is presented in a refined manner Service Sense of Luxury

Table is in excellent condition and completely clean Facility Cleanliness & Condition

Cloth napkins are used and are in excellent condition, clean and pressed Facility Cleanliness & Condition

The guest's seating area is clean and in excellent condition Facility Cleanliness & Condition

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 STANDARD TAG CLASSIFICATION

Serviceware is in excellent condition, completely clean and hygienic in

Facility Cleanliness & Condition
appearance

Serviceware is of excellent quality and cohesive in appearance Facility Sense of Luxury

Technical Execution, Skill &

All proper cutlery is provided Service
Knowledge

Technical Execution, Skill &

Removal of soiled dishes is convenient Service
Knowledge

The presentation of the bill is prompt Service Efficiency

Technical Execution, Skill &

The bill is accurate Service
Knowledge

The dining room exhibits a well-organized and professional appearance; Technical Execution, Skill &
Service
tables are uniformly set Knowledge

Vacated tables are cleared within five minutes Service Efficiency

The dining environment is comfortable, temperature is appropriate and if a

Service Guest Comfort & Convenience
sound system is used, the volume is appropriate

The seating and table arrangement are comfortable, including ample

Service Guest Comfort & Convenience
tabletop space

The service is handled without excessive delays or interruptions Service Efficiency

Menu offerings include sustainably sourced options * Facility

Efforts are made to reduce single-use plastic * Facility

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 2024 Hotel Standards by Section
Bar/Lounge Service

STANDARD TAG CLASSIFICATION

Staff is highly articulate and avoids slang and excessive use of phrase-
Service Courtesy & Manners
fragments

Staff is polite and maintains a gracious tone and appropriate pace

Service Courtesy & Manners
throughout the interaction

Staff readily smiles and maintains an engaging expression Service Courtesy & Manners

Staff makes eye contact and keeps focus on the guest Service Courtesy & Manners

Staff exhibits a genuine sense of interest and concern for the guest and/or Graciousness, Thoughtfulness &
Service
demonstrates anticipatory service when appropriate and helpful Sense of Personalized Service

It is not necessary to prompt staff, as they have anticipated all

Service Guest Comfort & Convenience
requirements and automatically provided or offered them

Server can helpfully discuss details of beverages and bar offerings and Technical Execution, Skill &
Service
provide appropriate recommendations, if asked Knowledge

Staff performs the requirements of their department knowledgeably and

Technical Execution, Skill &
proficiently. Staff can capably answer questions about the entire hotel or Service
Knowledge
obtains effective and prompt assistance

Staff consistently and respectfully personalizes interactions, addressing the Graciousness, Thoughtfulness &
Service
guest in accordance with their preference, if known Sense of Personalized Service

Staff closes interactions with polite, appropriate remarks Service Courtesy & Manners

All staff encountered are wearing clean and well-fitted uniforms Service Staff Appearance

Staff’s appearance is consistent with the property style and demonstrates a

Service Staff Appearance
strong sense of personal care and hygiene

Staff maintains alert posture and behaves professionally in view of the

Service Staff Appearance
guest

Staff is discreet and unintrusive throughout the experience, while remaining Graciousness, Thoughtfulness &
Service
attentive Sense of Personalized Service

Graciousness, Thoughtfulness &

Staff does not decline any request without offering appropriate alternatives Service
Sense of Personalized Service

Once the guest is seated, they are greeted within one minute Service Efficiency

2024 Hotel Standards | All Sections - All Classifications 30

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 STANDARD TAG CLASSIFICATION

First drinks are served within five minutes of ordering at a table, or four
Service Efficiency
minutes of ordering at the bar counter, unless otherwise advised by server

Follow-up rounds are discreetly offered within one minute of glass being
Service Efficiency
empty

All items ordered are served accurately and server does not have to ask Technical Execution, Skill &
Service
who ordered what Knowledge

Wine by the glass service includes demonstration of the label and pouring Technical Execution, Skill &
Service
at the table Knowledge

Graciousness, Thoughtfulness &

Wine by the glass service includes an offer of a tasting sample Service
Sense of Personalized Service

Mixed drinks/cocktails are dynamically interesting and/or photogenic Service Sense of Luxury

Beverages will be served in high quality glassware completely appropriate

Service Sense of Luxury
to the drink

Beverages are served at appropriate temperatures Service Food & Beverage Quality

Beverage pours/portions are appropriate Service Food & Beverage Quality

Mixed drinks and cocktails are correctly prepared and well-balanced Service Food & Beverage Quality

Technical Execution, Skill &

Staff attentively maintains tabletop/bar counter area Service
Knowledge

Beverage menu and check presenter are in pristine condition, free of any
Facility Cleanliness & Condition
damage. Beverage menu is grammatically correct

Beverage menu includes an exceptional and interesting variety of top-

Service Guest Comfort & Convenience
quality liquors and beers. Wines by the glass are also listed

At least three well-chosen and diverse red wines, three white wines and one
Service Sense of Luxury
Champagne/sparkling wine are available by the glass

Menu includes an exceptional specialty offering Service Sense of Luxury

Beverage menu features at least two high quality non-alcoholic beverage

Service Wellness
options

At least one fresh snack is offered with the drinks Service Guest Comfort & Convenience

If provided, snacks are of extremely high quality and distinctive in

Service Sense of Luxury
presentation

2024 Hotel Standards | All Sections - All Classifications 31

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 STANDARD TAG CLASSIFICATION

If snacks are served, napkins are provided Service Guest Comfort & Convenience

If provided, napkins are made of linen or cotton Facility Sense of Luxury

All drinks are served on distinctive coasters Service Sense of Luxury

Serviceware is in excellent condition and completely clean and hygienic in

Facility Cleanliness & Condition
appearance

The guest's seating area is clean and in excellent condition Facility Cleanliness & Condition

The bar/lounge exhibits a well-organized and professional appearance; Technical Execution, Skill &
Service
tables are uniformly set Knowledge

Vacated spaces are cleared within three minutes at the bar counter or
Service Efficiency
within five minutes at a table

The lounge environment is very comfortable, including appropriate

Service Wellness
temperature, and the air is fresh

The seating arrangement is completely comfortable and adequately

Service Guest Comfort & Convenience
distanced from service traffic and other guests

Music and/or entertainment are provided in a style appropriate to the bar/

Service Guest Comfort & Convenience
lounge setting; volume and sound quality are comfortable

Service stations, bar counter and back bar area are always neatly
Facility Cleanliness & Condition
maintained and eye appealing

The bill is conveniently and discreetly presented and collected Service Guest Comfort & Convenience

Technical Execution, Skill &

The bill is accurate Service
Knowledge

Menu offerings include sustainably sourced options * Facility

Efforts are made to reduce single-use plastic * Facility

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 2024 Hotel Standards by Section
In Room Dining

STANDARD TAG CLASSIFICATION

Telephone conversation is calm and clear Service Guest Comfort & Convenience

Staff is highly articulate and avoids slang and excessive use of phrase-
Service Courtesy & Manners
fragments

Staff is polite and maintains a gracious tone and appropriate pace

Service Courtesy & Manners
throughout the interaction

Staff readily smiles and maintains an engaging expression Service Courtesy & Manners

Staff makes eye contact and keeps focus on the guest Service Courtesy & Manners

Staff exhibits a genuine sense of interest and concern for the guest and/or Graciousness, Thoughtfulness &
Service
demonstrates anticipatory service when appropriate and helpful Sense of Personalized Service

Ordertaker inquires about dietary restrictions, preferences or allergies or

Service Wellness
proactively acknowledges these if previously made known

If dietary restrictions, preferences or allergies are made known and a dish

modification is required, staff appropriately acknowledges these when Service Wellness
serving the meal

It is not necessary to prompt staff, as they have anticipated all

Service Guest Comfort & Convenience
requirements and automatically provided or offered them

Cross-departmental channels of communication among staff are Graciousness, Thoughtfulness &

Service
consistent and complete Sense of Personalized Service

Staff performs the requirements of their department knowledgeably and

Technical Execution, Skill &
proficiently. Staff can capably answer questions about the entire hotel or Service
Knowledge
obtains effective and prompt assistance

Staff consistently and respectfully personalizes interactions, addressing Graciousness, Thoughtfulness &
Service
the guest in accordance with their preference, if known Sense of Personalized Service

Staff closes interactions with polite, appropriate remarks Service Courtesy & Manners

All staff encountered are wearing clean and well-fitted uniforms Service Staff Appearance

Staff’s appearance is consistent with the property style and demonstrates

Service Staff Appearance
a strong sense of personal care and hygiene

Staff maintains alert posture and behaves professionally in view of the

Service Staff Appearance
guest

2024 Hotel Standards | All Sections - All Classifications 33

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 STANDARD TAG CLASSIFICATION

Graciousness, Thoughtfulness &

Staff does not decline any request without offering appropriate alternatives Service
Sense of Personalized Service

Menu includes at least two high quality health-conscious beverages Service Wellness

Menu offers a variety of nutritionally focused options; dietary restrictions

Service Wellness
are considered

Menu provides an exceptional variety, including concept-driven specialty

Service Sense of Luxury
dishes

Technical Execution, Skill &

Ordertaker can helpfully discuss details of foods and beverages Service
Knowledge

Estimated delivery time is quoted and order is received within five minutes
Service Efficiency
of that time, not earlier or later

Lunch and dinner are served within 40 minutes; breakfast is served within
Service Efficiency
30 minutes

Staff conveniently sets the table so the meal is ready to begin; all
Service Guest Comfort & Convenience
serviceware is neatly arranged

If in-room service is provided, beverages are opened and poured in the

Service Guest Comfort & Convenience
room

If in-room service is provided, wine by the glass is presented in a bottle and Graciousness, Thoughtfulness &
Service
poured in the room Sense of Personalized Service

If in-room service is provided, chair(s) is brought to the table and the

Service Guest Comfort & Convenience
seating arrangement is fully comfortable

Food presentation is precise and carefully plated Service Food & Beverage Quality

Hot foods and beverages are hot when served; frozen items are firm at the
Service Food & Beverage Quality
time of consumption

Foods and beverages are fresh and use high quality ingredients Service Wellness

Foods are flavorful and well-seasoned/balanced Service Food & Beverage Quality

Portions are appropriate Service Food & Beverage Quality

Cooking is executed properly and as requested Service Food & Beverage Quality

Technical Execution, Skill &

All ordered items are accurately served Service
Knowledge

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 STANDARD TAG CLASSIFICATION

Condiments are elegantly presented Service Sense of Luxury

It is possible to receive a selection of specialty coffees and teas at any

Service Guest Comfort & Convenience
time

Coffee and tea service is presented in a refined manner Service Sense of Luxury

Tray or in-room dining cart is in excellent condition and completely clean Facility Cleanliness & Condition

Cloth napkins, tablecloths and liners used are in excellent condition, clean
Facility Cleanliness & Condition
and pressed

Serviceware is in excellent condition, completely clean and hygienic in

Facility Cleanliness & Condition
appearance

Serviceware is of excellent quality and cohesive in appearance Facility Sense of Luxury

Technical Execution, Skill &

All proper cutlery is provided Service
Knowledge

Removal of soiled dishes occurs within 12 minutes or within five minutes

Service Efficiency
of the pre-arranged time

When collecting the dishes, staff returns the room to its original
Service Guest Comfort & Convenience
appearance

The service is handled without excessive delays or interruptions Service Efficiency

Menu offerings include sustainably sourced options * Facility

Efforts are made to reduce single-use plastic * Facility

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 2024 Hotel Standards by Section
Pool/Beach Service

STANDARD TAG CLASSIFICATION

Staff politely acknowledges the guest when appropriate and reasonably

Service Courtesy & Manners
possible

Staff is highly articulate and avoids slang and excessive use of phrase-
Service Courtesy & Manners
fragments

Staff is polite and maintains a gracious tone and appropriate pace

Service Courtesy & Manners
throughout the interaction

Staff readily smiles and maintains an engaging expression Service Courtesy & Manners

Staff makes eye contact and keeps focus on the guest Service Courtesy & Manners

Graciousness, Thoughtfulness &

Staff exhibits a genuine sense of interest and concern for the guest Service
Sense of Personalized Service

It is not necessary to prompt staff, as they have anticipated all

Service Guest Comfort & Convenience
requirements and automatically provided or offered them

Staff performs the requirements of their department knowledgeably and

Technical Execution, Skill &
proficiently. Staff can capably answer questions about the entire hotel or Service
Knowledge
obtains effective and prompt assistance

Staff consistently and respectfully personalizes interactions, addressing Graciousness, Thoughtfulness &
Service
the guest in accordance with their preference, if known Sense of Personalized Service

Staff closes interactions with polite, appropriate remarks Service Courtesy & Manners

All staff encountered are wearing clean and well-fitted uniforms Service Staff Appearance

Staff’s appearance is consistent with the property style and demonstrates

Service Staff Appearance
a strong sense of personal care and hygiene

Staff maintains alert posture and behaves professionally in view of the

Service Staff Appearance
guest

Graciousness, Thoughtfulness &

Staff does not decline any request without offering appropriate alternatives Service
Sense of Personalized Service

The arriving guest is escorted to a chair, and set-up assistance is provided Graciousness, Thoughtfulness &
Service
or offered Sense of Personalized Service

Once the guest is seated, water is proactively provided or offered within five
Service Wellness
minutes

2024 Hotel Standards | All Sections - All Classifications 36

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 STANDARD TAG CLASSIFICATION

During a 90-minute period in warm conditions, some sort of complimentary

Service Wellness
refreshment is proactively passed by staff

It is possible to conveniently obtain drinks and snacks by signaling the

Service Guest Comfort & Convenience
attention of a staff member.

Drinks are delivered within 10 minutes Service Efficiency

The pool area provides adequate sun protection measures, including shade
Service Wellness
options and sun protection products

Staff automatically offers at least two towels to each guest Facility Guest Comfort & Convenience

Soiled towels are stored discreetly Facility Cleanliness & Condition

The pool deck/beach exhibits a well-organized and professional Technical Execution, Skill &
Service
appearance; vacated loungers and used serviceware are swiftly cleared Knowledge

All chairs, tables, pads, towels and umbrellas are clean and in excellent
Facility Cleanliness & Condition
condition

All chairs, tables, pads, towels and umbrellas are of exceptional quality Facility Sense of Luxury

All conditions around the pool and beach area are clean and completely
Facility Cleanliness & Condition
hygienic

The guest is completely comfortable. There is adequate space and privacy.

If children or groups of guests are present, it is possible to select chairs Service Guest Comfort & Convenience
isolated from others

The pool setting is distinctive and promotes a sense of place Facility Sense of Luxury

Restrooms are located within the pool/beach area Facility Guest Comfort & Convenience

If provided, restrooms are well-stocked, clean and well-maintained Facility Cleanliness & Condition

Poolside menu is available and offers an exceptional variety of food and

Service Sense of Luxury
beverages, including specialty items

Poolside menu offers a variety of nutritionally focused options; dietary

Service Wellness
restrictions are considered

If available, poolside menu, check presenter and all service items are clean
Facility Cleanliness & Condition
and in good condition. Menu is grammatically correct

Food and beverages have a distinctive presentation Service Sense of Luxury

2024 Hotel Standards | All Sections - All Classifications 37

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© THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED. 05003c7d-1e8f-11ef-92b2-0a50d4acf9cf
 STANDARD TAG CLASSIFICATION

All ordered items are fresh, flavorful and properly prepared Service Food & Beverage Quality

Technical Execution, Skill &

All ordered items are accurately served Service
Knowledge

Technical Execution, Skill &

The bill is accurate Service
Knowledge

The service is handled without excessive delays or interruptions Service Efficiency

Menu offerings include sustainably sourced options * Facility

Efforts are made to reduce single-use plastic * Facility

2024 Hotel Standards | All Sections - All Classifications 38

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© THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED. 05003c7d-1e8f-11ef-92b2-0a50d4acf9cf
 2024 Hotel Standards by Section
Guest Experience

STANDARD TAG CLASSIFICATION

Looking back on the entire stay, the experience was naturally personalized, and you did not
Service
feel like one of many

The property facilities, including your guest room, were pristine with no excessive
Service
cleanliness or condition issues

The overall food and beverage program stood out, from choice to quality and presentation Service

The property location, design and/or other aesthetic elements combined to create a strong
Service
sense of place

The property allowed you to continue a health-conscious lifestyle with a focus on

Service
enhancing your wellbeing

The service included elevated moments that enhanced your perception of luxury. You can
Service
easily recall at least one aspect of the visit that was exceptionally memorable

You would readily recommend this property to others, and there was great value in the
Service
experience

2024 Hotel Standards | All Sections - All Classifications 39

This document contains Forbes Travel Guide proprietary information. Distribution beyond authorized use at your property is prohibited.
© THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED. 05003c7d-1e8f-11ef-92b2-0a50d4acf9cf