Food & Beverage Quality
What temperature should hot foods be served at according to Forbes standards?
Hot foods and beverages should be served hot, and cold foods and beverages should be chilled.
What should staff do if they need to decline a guest request?
If declining a guest request, staff should not do so without offering appropriate alternatives.
What should be the tone of telephone conversations according to the standards?
Telephone conversations should be calm and clear.
What is the expectation for fitness equipment quality?
Fitness equipment should be of exceptionally high quality, with modern, up-to-date models and technology.
What is the requirement for staff uniforms?
All staff should be wearing clean, well-fitted uniforms.
What is the condition required for buffet food in terms of replenishment?
Buffet food should be well-stocked, fresh, and appetizing in appearance, with no dishes more than one-quarter empty or juice pitchers more than half empty.
How should staff exhibit their interest and concern for the guest?
Staff should exhibit a genuine sense of interest and concern for the guest.
What information should staff be able to describe during a booking?
Staff should clearly describe the various physical elements in the guest room during booking.
How should room amenities enhance the guest experience?
Room amenities should enhance the guest experience by being distinctive and of high quality.
Describe the expected staff hygiene and personal care.
Staff’s appearance should be consistent with the property style and demonstrate a strong sense of personal care and hygiene.
How should beverages be served in terms of temperature?
Beverages should be served at appropriate temperatures.
What is required of staff in terms of communication among different departments?
Cross-departmental channels of communication among staff must be consistent and complete.
How should luggage service be handled at arrival?
Luggage assistance should be immediately offered curbside and handled securely and seamlessly.
Describe the standards for a high-quality welcome amenity.
A high-quality welcome amenity should be distinctive in presentation and reflect the luxury of the hotel.
What posture should staff maintain while on duty?
Staff should maintain alert posture and behave professionally in view of the guest.
What specifics are required for food presentation during in-room dining?
Food presentation during in-room dining should be precise and carefully plated.
Describe anticipatory service as expected at arrival.
During arrival, staff should demonstrate anticipatory service when appropriate and helpful.
What amenities should be clearly explained upon room orientation?
Upon room orientation, staff provides helpful information about guest room amenities that might otherwise be overlooked or confusing.
What are the quality expectations for hotel dining offerings?
Hotel dining should offer an exceptional variety, including concept-driven specialty dishes, with elegant presentation.
How should staff appearance be consistent with property style?
Staff appearance must be consistent with the overall style and theme of the property.
Describe the requirements for beverage portions and preparation in the bar/lounge service.
Beverage pours/portions should be appropriate, and mixed drinks and cocktails must be correctly prepared and well-balanced.
What does personalization in interaction entail according to Forbes standards?
Personalization in interaction means addressing the guest in accordance with their preference if known, and tailoring services and responses accordingly.
Describe the checkout and folio review process.
At checkout, the guest is invited to review their folio, which should be accurate and free of unexpected charges.
Detail the requirements for beverage service in a luxury hotel bar.
Beverages in a luxury hotel bar should be served in high quality glassware and include an exceptional specialty offering.
Detail the professionalism required of staff during guest interactions.
Professionalism in interactions includes maintaining a courteous and attentive demeanor, appropriate for luxury service.