SERVICE STANDARDS TRAINING

Created by ChecklistGuro (https://checklistguro.com)

--- WELCOME & INTRODUCTION ---
[ ] Participant Name
[ ] Date of Training
[ ] Training Overview & Objectives
[ ] Employee ID
[ ] Prior Service Experience? (Yes, No)
[ ] Expectations for this Training

--- COMPANY CULTURE & VALUES ---
[ ] State our company's mission statement.
[ ] In your own words, describe what 'hospitality' means to you in the context of our company.
[ ] Which of the following best represents our core value of 'Guest First'? (Prioritizing guest requests, even if it impacts efficiency., Following established protocols strictly, regardless of guest needs., Minimizing costs to ensure profitability., Maintaining a clean and organized workspace.)
[ ] Select all the values that define our company culture. (Innovation, Tradition, Teamwork, Individual Achievement, Sustainability)
[ ] Provide an example of how you've demonstrated one of our company values in a previous interaction (professional or personal).
[ ] Our company's vision for the future is to... (Become the most profitable business in the region., Be recognized as the leading provider of exceptional hospitality experiences., Expand our operations to international markets., Implement the latest technological advancements.)

--- UNDERSTANDING OUR GUESTS ---
[ ] Average Guest Spend (per stay)
[ ] Common Guest Demographics We Serve (Families, Business Travelers, Leisure Travelers, Couples, Solo Travelers, Groups)
[ ] Describe a typical guest's expectations regarding check-in experience.
[ ] Which of the following best describes our primary guest's communication preference? (Face-to-face, Phone, Email, Messaging App)
[ ] What are the top 3 things guests typically praise us for?
[ ] Average age of guest
[ ] What languages are frequently spoken by our guests? (English, Spanish, French, German, Mandarin, Other)

--- CORE SERVICE STANDARDS ---
[ ] Standard Greeting Phrase
[ ] Response Time (in minutes)
[ ] Preferred Guest Interaction Style (Formal, Semi-Formal, Friendly/Casual)
[ ] Describe the 'Attentive Service' Standard
[ ] Which of the following are key aspects of problem-solving? (Active Listening, Offering Solutions, Expressing Empathy, Escalating Issues Appropriately, Ignoring the Problem)
[ ] Standard Farewell Phrase
[ ] Approach to Guest Requests (Always respond positively, Assess feasibility before responding, Decline requests immediately)

--- COMMUNICATION SKILLS ---
[ ] Explain the importance of active listening in guest interactions. Provide 3 examples of demonstrating active listening.
[ ] Which of the following is the *least* effective way to respond when a guest is speaking? (Maintaining eye contact and nodding, Interrupting to offer a solution immediately, Summarizing what the guest has said, Asking clarifying questions)
[ ] On a scale of 1-5 (1 being poor, 5 being excellent), rate your current level of comfort in handling a guest expressing frustration. (1-5)
[ ] Select all methods for communicating empathy to a guest. (Using apologetic language, Avoiding eye contact, Using a monotone voice, Using phrases like 'I understand how you feel', Offering a sincere smile)
[ ] Describe a situation where you used positive body language to enhance a guest interaction. What did you do, and what was the result?
[ ] When speaking to a guest on the telephone, which is the MOST important factor? (Speaking quickly to convey information, Using informal language, Speaking clearly and politely, Avoiding silence)

--- HANDLING GUEST COMPLAINTS & CONCERNS ---
[ ] Guest Name
[ ] Detailed Description of Complaint
[ ] Guest Satisfaction Score (Pre-Complaint)
[ ] Complaint Category (e.g., Room Issue, Service Delay, Bill Discrepancy) (Room Issue, Service Delay, Bill Discrepancy, Food & Beverage, Staff Behavior, Other)
[ ] Actions Taken to Resolve Complaint
[ ] Resolution Status (Resolved, Partially Resolved, Unresolved)
[ ] Guest Satisfaction Score (Post-Resolution)
[ ] Additional Comments/Notes (e.g., Follow-up actions needed)

--- TELEPHONE ETIQUETTE & DIGITAL COMMUNICATION ---
[ ] Name for Answering
[ ] Greeting Tone (Warm & Friendly, Professional & Formal, Enthusiastic & Energetic)
[ ] Sample Phone Greeting Script
[ ] Average Call Handling Time (seconds)
[ ] Appropriate Digital Communication Platforms (Email, Live Chat, Social Media Messaging, Instant Messaging (Slack, Teams, etc.))
[ ] Email Subject Line Best Practices
[ ] Preferred Email Signature Format (Standard Company Format, Personalized but Professional)

--- APPEARANCE & PROFESSIONALISM ---
[ ] Dress Code Adherence (Always Adheres, Usually Adheres, Sometimes Adheres, Rarely Adheres)
[ ] Hair Length (inches)
[ ] Nail Polish (Allowed (within guidelines), Restricted Colors, Not Allowed)
[ ] Jewelry (Within Guidelines, Restricted Items, Minimal/No Jewelry)
[ ] Personal Hygiene Standards
[ ] Scents & Perfumes (Allowed (lightly), Restricted, Not Allowed)
[ ] Photo (optional)

--- TEAMWORK & COLLABORATION ---
[ ] Name of a colleague you've collaborated with effectively recently.
[ ] Describe a time you assisted a colleague in delivering exceptional service. What did you do?
[ ] Which department do you most frequently collaborate with? (Front Desk, Housekeeping, Food & Beverage, Maintenance, Other)
[ ] Which of the following are examples of effective teamwork? (Sharing information proactively, Offering assistance to colleagues, Communicating clearly and respectfully, Avoiding conflict at all costs, Keeping information confidential)
[ ] Briefly explain the importance of inter-departmental communication. Provide a short example.
[ ] What is your primary method of communicating with colleagues? (Email, Instant Messaging (e.g., Slack, Teams), In-Person Conversations, Telephone)

--- LEGAL & COMPLIANCE ---
[ ] Employee Name
[ ] Employee ID
[ ] Acknowledgement of Privacy Policy
[ ] Accessibility Compliance Awareness (Yes, I understand the importance of ADA compliance and accessible service., No, I require further clarification on accessibility requirements.)
[ ] Data Security Procedures (Reporting Suspicious Activity, Handling Guest Credit Card Information, Securing Personal Guest Data, Proper Disposal of Sensitive Documents)
[ ] Underage Alcohol Service Awareness (Yes, I understand and will adhere to alcohol service laws., No, I require further training on responsible alcohol service.)
[ ] Date of Acknowledgement
[ ] Employee Signature

--- ASSESSMENT & REVIEW ---
[ ] Which of the following are key elements of service recovery? (Empathizing with the guest, Acknowledging the issue, Offering a sincere apology, Ignoring the issue and hoping it goes away, Immediately offering a full refund)
[ ] Describe a situation where you had to resolve a guest complaint. What steps did you take?
[ ] On a scale of 1-5 (1 being not confident, 5 being very confident), how confident are you in handling difficult guest interactions?
[ ] What is the most important aspect of active listening? (Waiting for your turn to speak, Paying attention to both verbal and nonverbal cues, Formulating your response while the guest is speaking, Interrupting to clarify misunderstandings)
[ ] Role-Playing Exercise: Please upload a video of yourself demonstrating a greeting scenario.
[ ] Which response best demonstrates empathy when a guest complains about a long wait time? (’I understand your frustration; please allow me to look into this for you.', ’The kitchen is very busy tonight.’, ’There’s nothing I can do about it.’, ’It’s not my fault you had to wait.’)

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