Service

Level
Housekeeping Service
Guest Interactions
Associate proactively greets guests whenever possible; for example, housekeepers passing
by in the corridor.
Associate is extremely well-spoken, polite and clear, avoiding slang and phrase fragments.
Associate readily smiles and maintains an engaging expression
Associate makes eye contact, and keeps focus on the guest.
Associate exhibits a genuine sense of interest and concern for guests satisfaction.
Associate exhibits the ability to anticipate needs; not always requiring prompting by guest.
Associate appears to be extremely well-informed about requirements within their department.
Associate appears to be generally well-informed about entire hotel; or obtains effective and
prompt assistance.
Associate uses the guests name as a signal of recognition.
Associate politely closes interactions with final appreciative or anticipatory remarks.
Associates maintains alert posture; no hands in pockets, folded arms; associate avoids
excessive personal chatting amongst themselves; staff does not smoke, drink or eat in guest
view.

Guest Room Preparation Services
Associate ensures that guestroom entry doors are equipped with a high-quality, self-closing,
self-locking lock system, a one-inch dead bolt, a security door guard or chain.
Associate ensures that guestroom entry doors are equipped with a 180-degree security
viewer, and the viewer is clean and in proper working order.
Associate ensures that the inside entry doorknob has a Do Not Disturb sign.
Associate ensures that the Security Plaques, Limits of Liability, Check-out time, and Rate
information are conspicuously mounted on the back of the guest room door or in other areas
as specified by current local statutes.
Associate ensures that the sliding glass door tracks and doorframes are clean and working
properly (if applicable to guestroom).
Associate ensures that the connecting doors are secured with a dead bolt lock (if applicable
to guestroom).
Associate ensures that baseboards are clean and are free from unsightly appearances
including excessive marks, smudges, or damage.
Associate ensures that ceilings are clean and free of stains, discoloration, damage, or other
unsightly appearances.
Associate ensures that vents are properly installed, and are free of dust, tarnish,
discoloration, or other unsightly appearances.
Associate ensures that all guest room lighting is in proper working condition and dust free.
Associate ensures that all light shades are clean and well maintained and that all seams are
FIVE STAR SERVICE STANDARDS

hidden from view (or pointed toward the wall).

Associate ensures that all floors and floor coverings are clean, maintained, and free from
spots, stains, discoloration, or excessive wear and that all non-carpeted floors are dry.
Associate ensures that walls and wall coverings are clean and free of stains, holes, chips,
tears, split seams, or peeling.
Associate ensures that guestroom is free of unpleasant odors including stale smoke
Associate ensures that the closet floors are clean and vacuumed, and shelves are dusted and
in satisfactory repair.
Associate ensures that the closet has property specific quantity of wooden pant hangers and
wooden skirt hangers.
Associate ensures that the closet contain two Laundry Lists and two plastic Laundry Bags
either on hangers or on the shelf.
Associate ensures that the closet contains one luggage rack or the guestroom has one
bench.
Associate ensures that the in-room safe is open for immediate guest usage.
Associate ensures that an Iron & Ironing Board is present with an iron organizer with the iron
being clean and in proper working order and that the ironing board is in good repair and the
surface is clean and free of unsightly appearances.
Associate ensures that the combination AM/FM clock/radio is clean and in proper working
order displaying the correct time and that the alarm are in the OFF position.
Associate ensures that the television is clean, properly maintained, and provides perfect
sound and picture reception and has a properly working remote control.
Associate ensures that, if a Refreshment Center is provided, that it has a full, neatly
organized inventory upon guest arrival including a price list. The Refreshment Centers
interior and exterior are clean and free from dust, mold, mildew, or unsightly appearances.
Glassware should include at least two clean rock glasses and at least two clean wineglasses
and a bottle opener/ corkscrew if wine is included.
Associate ensures that a four-cup coffee maker and the appropriate supplies (minimum of two
mugs, non-dairy creamer, artificial & non-artificial sweetener, stir sticks, regular and
decaffeinated coffee, and napkins) are provided, and are replenished daily.
Associate ensures that the guestroom is equipped with a minimum of one telephone in the
bedroom and one telephone on the desk or other appropriate area which is in working and is
clean and free of any damage and that one set of current telephone books is available in the
guestroom.
Associate ensures that the Guest Directory of Services is placed on the desk or writing
surface, or inside the armoire contains at least three pieces of clean stationery and three
clean envelopes, and that its contents is clean, free of scribble, discoloration, and any other
unsightly or detracting appearances. Associate ensures that stationery and envelopes are
replenished as needed.
Associate ensures that one note pad and pencil or pen is placed next to the desk telephone
and the night stand telephone and is replenished as needed.
Associate ensures that a Guest Comment Card is provided in the guestroom.
Associate ensures that a Welcome Note from the General Manager is placed near the
telephone or inside the Guest Directory.
Associate ensures that all fixtures including lamps, mirrors and pictures is dust free, hang
properly, are clean, and are free of any damage or unsightly appearances
Associate ensures that all furnishings are comfortable, clean, and free of scratches, chips,
dents, holes, or any other damage or unsightly appearances.
Associate ensures that all drawers are clean and pull smoothly.
Associate ensures that dust is not present under or behind furniture.

Associate ensures that sheets, bedspreads, and linens are clean and in good condition, free
of holes, tears, stains, or damage.
Associate ensures that one waste receptacle is provided in the bathroom and one in the
guestroom and that they are clean inside and out.
Associate ensures that windows are clean and free from smudges, spots, and haze inside
and out.
Associate ensures that draperies are clean, attractive, and hooked properly with pull cords
and springs functioning properly.


Bathroom Preparation Services
Associate ensures that the bathroom door is equipped with a functional privacy lock.
Associate ensures that a robe hook is installed on either the back of the door or in another
conspicuous area in the bathroom.
Associate ensures that all floors and floor coverings are clean, maintained, and free from
spots, stains, discoloration, or excessive wear and that all non-carpeted floors are dry.
Associate ensures that walls and wall coverings are clean and free of stains, holes, chips,
tears, split seams, or peeling.
Associate ensures that the vanity, including shelves, is clean and in good repair (free of
unsightly chips, scratches, discoloration, or damage).
Associate ensures that drains are clean and free of unsightly appearances including hair,
grime, rust, etc.
Associate ensures that the showerhead has an adjustable flow, is in good condition, is
pointed toward the bathtub sidewall and the spray streams flow freely in a consistent manner.
Associate ensures that the tub/shower walls are clean and maintained, that soap film, haze,
or streaks are not visible, and the grout on the tub/shower wall is clean, free of mildew and
discoloration, in good condition.
Associate ensures that the commode is clean and sanitary in appearance and is spotless
inside and out.
Associate ensures that the tub and sink drain stoppers are clean, and is properly seated and
sealed to stop draining.
Associate ensures that the hair dryer is clean and is in perfect working condition.
Associate ensures that a minimum of two glasses per bathroom are provided which are clean
and spotless.
Associate ensures that the ice bucket, lid, and tray are clean, and are in good repair.
Associate ensures that a facial tissue box is contained within a designer cover placed over
top.
Associate ensures that there are two individually wrapped bars of soap, shampoo/conditioner,
lotion, and shower cap in the bathroom upon guest arrival.
Associate ensures that two rolls of 2-ply toilet paper are provided (one roll may be contained
in the dispenser, and the second unopened roll may be stored in another location) with the
display roll neatly folded to a point at check in.
Associate ensures that at least three bath towels, three hand towels, three wash cloths, and
one bath mat is present and that they are soft, clean, and are in new condition (no holes,
stains, or frays).




Guest Room Remake Service
Associate ensures that an Attendant On Duty door tag is placed on the outside of the
guestroom door and the housekeeping cart is positioned in front of the door in the hallway.
Associate ensures that the guestroom doors are not left ajar at any point in time while the
room is being serviced.
Associate ensures that the carpet is thoroughly vacuumed and freshened.
Associate ensures that the furniture and fixtures are immaculately cleaned - thoroughly
dusted and water rings smudges, etc. is wiped clean.
Associate ensures that the beds are properly made.
Associate ensures that all used amenities, including laundry/valet kits, stationary, empty
paper products, etc. are replaced.
Associate ensures that the toilet tissue is re-pointed.
Associate ensures that trash cans and ashtrays are emptied and cleaned
Associate ensures that the television, radio, and lights are turned off.
Associate ensures that burned out light bulbs are replaced.
Associate ensures that the mirrors are thoroughly cleaned, and are free of streaks, smudges,
and spots
Associate ensures that money is not taken or disturbed
Associate ensures that empty food dishes and beverage cans are removed.
Associate ensures magazines and print material are straightened, and returned to original
locations.
Associate ensures that clothes left on bed, chair, or floor are tidied or straightened in a caring
fashion.
Associate pairs and neatly places any guest shoes left out where the guest had left them, out
of high traffic areas.
Associate ensures that all soiled glasses are clean or replaced, and properly arranged in
proper locations (bathroom, armoire, etc.).
Associate ensures that the ice bucket is emptied and dry
Associate ensures that all tile floors are clean and dry.
Associate ensures that all bathroom wall tiles are clean and dry.
Associate ensures that a complete set of fresh bathroom linens are in place
Associate ensures that all personal toiletries are neatly straightened and placed on a display
cloth.
Associate ensures that the room scent is refreshed, and is free of unpleasant odors.
Appliances are replaced in original locations with cords neatly coiled
Associate ensures that the air conditioning left at a comfortable temperature.
Associate ensures that the guestroom door is closed tightly and locked after service is
performed.
Corridors are kept neat and organized during daily service (i.e. no piles of soiled linens, or
soiled service ware left in corridors for extended periods, carts are neat, etc.)

Item Request Service
Associate answers all telephone calls within three rings using an approved greeting which
identifies the department, his/her name, and offering assistance with May I help you?
Associate uses the callers name whenever possible.
Associate speaks clearly, calmly, and professionally on the telephone
Associate displays a sincere interest in the callers needs

Associate uses appropriate modulation, tone, and enthusiasm when conversing on the
telephone
Associate offers a pleasant farewell to the guest prior to disconnect.
When placing a caller on hold, associates ask the caller if the caller is able to hold, and inform
the caller of the expected duration of the hold (i.e., May I ask you to hold for a moment?) not
placing the caller on hold for more than 30 seconds.
Associate thanks the caller for holding
Associate delivers the requested item or service within 10 minutes.
At delivery (or pick up), the Associate knocks on the door announcing the department and
provides sufficient time for the guest to respond before re-knocking.
At delivery (or pick up), the Associate offers a friendly greeting (Good afternoon).
At delivery (or pick up), the Associate was professionally groomed and wearing the
appropriate uniform including dog tags.
At delivery, the Associate offered to set up the item (if appropriate).
At delivery, the Associate offered instructions regarding the return of the item if appropriate.
The Associate inquires if any further assistance is needed and offers a fond farewell using the
guest name as a signal of recognition.
The requested item is delivered to the room in a neatly presented fashion; pillows and
blankets wrapped; small items are presented on a tray or basket, not hand to hand.
Was service handled without excessive delays or interruptions

Turndown Services
Operator answers phone promptly within three rings
Operator provides a warm and sincere greeting, using guest's name
Operator exhibits a sincere desire and compliance to all guest requests
Operator anticipates guest's needs
Operator asks if there are any other ways to be of service
Operator offers a warm and sincere closing
Operator addresses guest by name during closing
Associate folds back or removes bedspread and turns up pillows
Associate straightens bathroom, re-points tissues, and wipes surfaces
Associate replaces used towels
Associate replaces depleted amenities
Associates empties wastebasket and cleans ashtrays
Associates adjusts drapes and guest room lighting
Associate delivers gift amenity such as: goodnight wish, chocolates, etc.
Associate refreshes ice and replaces used glasses
Associate displays evening services such as: robe on bed, laundry, shoeshine, etc.
Associate turns on soft level music to set an appropriate atmosphere.
Associate leaves personalized welcome message for guest
Associate handles guests clothing neatly showing care for items.
Associate straightens newspapers and magazine in the room for the guest.
Associate cleans counter, sink, shower and tub.
Associate straightens guest toiletries neatly on a cloth or shelf



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 guests 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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Associates Signature Date




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Supervisors Signature Date