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60 seconds on… Maintaining the basics
How available are staff to help out Do you provide information about
(e.g. with luggage)? places to visit and things to see?
Can extra services be ordered Can you provide services such as
(e.g. wake up call/newspaper)? taxi booking, restaurant reservations?
Are all staff familiar with the Do you have a clear procedure for
accommodation layout and facilities cleaning rooms and do you check
and services available? rooms after they have been cleaned?
Does breakfast contain a range of
Stay
options and can you cater for visitors
with specific dietary needs?
Do you stay in your guest rooms so
you know how well everything works
Do you use any locally sourced or
– e.g. space for luggage, mirror at an
organic produce?
appropriate height?
Can guests adjust bedroom heating Departure
and lighting easily and effectively?
Is your check-out procedure clear?
Does the hospitality tray contain a Do you offer flexible arrangements
range of products, all within their use- for those leaving early or late?
by dates?
Do you know where guests are
Do you see your bathrooms as your travelling to and can you anticipate
guests see them – e.g. lying in the the help they might need with
bath, standing in the shower? directions?
Do you have a clear procedure for Can you offer advice on all types of
guests to report faulty items? transport?
Do you provide internet connection/ Are you on hand to say goodbye?
wireless access facilities?
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