Reservation & Pre-Arrival
How long can a telephone hold be before asking the guest if they would prefer a call back?
30 seconds
Within what amount of time must a guest be greeted on the front drive?
30 seconds
What symbol does Forbes Travel Guide use to rate hotels, restaurants, and spas?
Star
How many hangers must be in the closet?
10
Which classification addresses the expected amount of time for a delivery or service?
Efficiency
What does the following standard mean? Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known.
Use the guest's name
Time from arriving at reception area until registration is complete does not exceed ____ minutes.
5
Which part of an audit addresses cleanliness and condition?
Facility
What are two examples that contribute to the standard regarding good sleep and blackout functionality?
Blackout curtains, brightness of thermostat/alarm clock, sleep well kit at The Ritz-Carlton
Which classification addresses expertise and the ability to perform the role?
Technical Execution, Skill and Knowledge
How many times can a telephone ring before it is considered an excessive delay?
3
Who must maintain alert posture and always act professional in view of the guest?
Everyone
What score does a hotel need to achieve Four-Star?
82%
Clocks display the time of day within ____ minutes of the time confirmed by the global time clock and prior alarms are cleared.
2
Which classification addresses the presentation and posture of staff?
Staff Appearance
What can you do on property to avoid forwarding guests to CEC?
Ask questions
The guest mentions that they have dinner reservations off property this evening. What is an anticipatory gesture that you may offer?
Transportation to dinner
What score does a hotel need to achieve in order to achieve FTG Five-Star?
90%
How many standards evaluate the bathroom linens?
Which classification do many standards in a restaurant evaluation fall under?
Food & Beverage Quality
Provide an example of the following standard: Staff closes interactions with polite, appropriate remarks
Thank you and a wish
Name three things in the guest room that might otherwise be overlooked or confusing.
Bathroom dimmer, thermostat/balcony door, hidden cooler, coffee/tea, etc.
How many hotels received the Forbes Travel Guide Five-Star award for 2025?
336
Name three examples of bath amenities beyond the basic offerings?
Mouthwash, dental kit, shaving kit, nail file, makeup remover wipes, shower cap, etc.
Which five classifications are weighted in an FTG evaluation?
Cleanliness & Condition, Guest Comfort & Convenience, Graciousness, Thoughtfulness & Sense of Personalized Service, Sense of Luxury, and Wellness