YOUR STANDARDS / HOTELS

Start with your
version of excellent.

What should a welcome feel like? How long should check-in take once service begins? When should an ordinary guest request be acknowledged and fulfilled?

Agree the number of nights, room category, room rate, deposit, amenities and incidental allowance. Only authorized areas and ordinary guest interactions are assessed.

Detailed questions are optional at this stage. Leave targets blank where they are not yet agreed or do not apply. We will agree the final scope with you.

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Build your assessment brief.

Open the relevant sections below. Please omit individual customer, employee and medical information.

01 Your business, at its best

How should customers feel during and after their experience?Which behaviours make your service distinctive?What are the three most important things you want this assessment to help you improve?Which existing strengths should we look for and preserve?Who are your typical customers, and which realistic scenario should the shopper follow?

02 Reservation and arrival

Which booking channel, room type, number of nights and rate conditions should we assess?What should staff explain about deposits, check-in times, cancellation and included amenities?What pre-arrival communication and practical information should guests receive?Maximum time from arrival at reception to acknowledgment (minutes)Leave blank if not yet agreed or not applicable.Maximum time from check-in service beginning to completion (minutes)Leave blank if not yet agreed or not applicable.Should reception staff introduce themselves by name?

03 The stay and guest requests

What should room readiness, visible cleanliness, amenities and comfort look like?What should a room orientation or welcome explanation include?Maximum time from an ordinary guest request to acknowledgment (minutes)Leave blank if not yet agreed or not applicable.For each permitted request, what fulfillment time and delay-update standard should apply?Which amenities or dining services are included in the assessment and budget?How should the team hand over requests between departments or shifts?

04 Checkout and the lasting impression

Maximum time from checkout service beginning to completion (minutes)Leave blank if not yet agreed or not applicable.What should be explained about charges, deposits and any disputed item?How should staff ask about the stay and respond to genuine feedback?What farewell and post-stay communication should guests receive?

05 Agreeing fair standards

What should a warm, inclusive and respectful welcome look like?Which service targets or written standards do you already use?Which timings vary by service period, demand or customer preference? Define start/end events and any tolerances.What are your expectations for visible cleanliness, comfort and accessible customer assistance?How should a genuine concern be acknowledged, resolved and escalated? We do not manufacture complaints.Which criteria are most important, and how should the scorecard reflect that?

06 Scope, discretion and follow-through

Which locations, dates and service periods should be included or excluded?What spending allowance and currency should cover the purchase, taxes, tips and agreed extras?What should require additional authorization before the shopper spends or commits?What duration, visit count, cancellation terms and repeat-shopper limits should apply?Who will confirm authority to commission the work, general staff notice and any required approvals?Which management roles should receive findings, and who will own the resulting actions? Please omit personal details.Would a debrief, follow-up assessment or recurring programme help you measure progress?

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No payment or booking is made by submitting this form. Please leave out guest or employee personal information.

Start with yourversion of excellent.

Build your assessment brief.

Start with your
version of excellent.