FIVE STAR SERVICE STANDARDS

Service
Level Bell Staff
Arrival
Luggage assistance is offered upon guest’s arrival
Attendant proactively approaches guests whenever possible; guests on queue are
acknowledged
Attendant provides a warm and sincere greeting, using guest's name – as a signal of
recognition
Attendant is extremely well-spoken, polite and clear, avoiding slang and phrase-fragments.
Attendant readily smiles and maintains an engaging expression
Attendant makes eye contact, and keeps focus on the guest
Attendant exhibits a genuine sense of interest and concern for guest’s satisfaction (not
robotic)
Attendant exhibits the ability to anticipate needs; not always requiring prompting by guest
If referring guest to another department or staff, guest does not have to fully repeat himself
Attendant appears to be extremely well-informed about requirements within their department.
Attendant appears to be generally well informed about entire hotel; or obtains effective and
prompt assistance
Baggage service is secure, seamless and does not require the guest to identify or prompt for
baggage at any time once a hotel staff member has accepted it
Claim checks are always issued to guests when storing luggage
Orientation to the hotel is discreet and helpful, consisting of not more than four relevant and
important facts, (i.e. breakfast venue) but not delaying the guest’s arrival in the room.
Baggage service is easy and efficient, arriving within ten minutes of registration completion
and stowed conveniently.
Delivery With Escort, Attendant was politely conversant with the guest while in transit to the
room.
Delivery With Escort, Attendant opened the guestroom door using the guest’s key and turns
on the lights in the rooms
Delivery Without Escort, Attendant positions self in front of viewfinder, knocks on door,
announces department and awaits response by guest.
Attendant uses a doorstop to prop the guestroom door open during delivery.
Attendant leaves the luggage cart in the corridor and luggage is carried into the room by the
Attendant
Attendant hangs garment bag(s) in the closet and places luggage on the luggage stand or in
an appropriate area
Orientation to the guest room is discreet and helpful, including only facilities or services which
might otherwise be overlooked, or are unique.
Attendant offers to fill ice bucket
Attendant checks the bathroom supplies and reports any missing items for the guest
Attendant inquires if there are any other ways to be of service
Attendant politely closes interactions with final appreciative or anticipatory remarks, using the
guest’s name – as a signal of recognition
Attendant is attired in professional, clean and well-fitted uniform
Attendant is extremely well groomed
Attendant maintains alert posture; no hands in pockets, folded arms: Staff avoids excessive
personal chatting amongst themselves: Staff does not smoke, drink, or eat in guest view.
Attendant does not decline any request without offering appropriate alternatives
Attendant makes the guest feel genuinely welcomed, as if the attendant is happy to see him
Attendant give the impression that the guest’s arrival was anticipated and prepared – not
feeling that the guest is “just one of many.”
Attendant provides efficient service without excessive delays or interruptions to the guest’s
arrival experience.

Departure
Luggage assistance is provided 24 hours a day
Baggage service is secure, seamless and does not require the guest to identify or prompt for
baggage at any time once a hotel staff member has collected it from the room
Operator and Attendant are extremely well-spoken, polite, and clear, avoiding slang and
phrase-fragments
Service number is answered within three rings
Operator provides a warm and sincere greeting, using guest's name as a signal of recognition
Operator exhibits a sincere desire and compliance to all guest requests
Operator exhibits the ability to anticipate needs; not always requiring prompting by the guest
Operator offers to retrieve car or arrange other transportation
Operator asks if there are any other ways to be of service
Operator politely closes interactions with final appreciative or anticipatory remarks
Operator addresses guest by name during closing as a signal of recognition
Operator appears to be extremely well-informed about requirements within their department.
Attendant arrives promptly; if not within eight minutes, guest is notified of delay at time of
request
Attendant provides a warm and sincere greeting, using guest's name as a signal of
recognition
Attendant readily smiles and maintains an engaging expression
Attendant makes eye contact, and keeps focus on the guest
Attendant exhibits a genuine sense of interest and concern for the guest’s satisfaction
Attendant exhibits the ability to anticipate needs; not always requiring prompting by guest
Attendant appears to be extremely well-informed about requirements within their department
Attendant exhibits a sincere desire and compliance to all guest requests
Attendant inquires about the quality of the guest’s stay
Attendant is conversant with the guest while providing assistance
Attendant inquires if there are any other ways to be of service
Attendant does not decline any request without offering appropriate alternatives
Attendant thanks the guest for staying at the hotel and invites the guest to return again
Attendant politely closes interactions with final appreciative or anticipatory remarks
Attendant addresses guest by name during closing as a signal of recognition
Attendant is attired in a professional, clean, and well-fitted uniform
Attendant is extremely well groomed

Attendant maintains alert posture; no hands in pockets, folded arms: Attendant avoids
 excessive personal chatting amongst themselves: Attendant does not smoke, drink, or eat in
guest view
Attendant gives the guest the impression that they are genuinely appreciative of their visit and
would welcome them back the next time
Attendant give the impression that they are genuinely concerned about a safe, swift, and
seamless departure for the guest
Attendant provides assistance without excessive delays or interruptions

Staff – General Styles of Service

All associates exhibit a professional vocabulary
Guests are graciously escorted to areas when directions are requested
All associates consistently maintain eye contact with guests
There is evidence that all associates are empowered by management to resolve guest issues
immediately
All associates are appropriately attired; name tags
All associates are enthusiastic and attentive with guests
All associates will use the guest’s name as much as possible if known
“Asking” questions (rather than “Demanding” questions) will be used with guests
All associates will be knowledgeable of the hotel, its services and amenities – always
suggesting its own outlets first to our guests.
All associates demonstrate anticipatory services when interacting with guests

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Associate’s Signature Date

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Supervisor’s Signature Date