hotel standars

1. 5 Star Service Standards
Improve Service Standards by adding
small trainings to your daily briefings.

2. Always escort the guest to the place they
are looking for (when Possible)
We must show them they way
(if it is too far ask your colleagues to
assist you)
We do not point
We will Say
“Please Follow me, I will take you there”
Lead the Way

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Guest Courtesy
WE NEVER SAY
“NO”
As a 1st Response
We will offer an alternative
If we do not know the answer we will
ask our Supervisors or Managers
If we can not then we will apologize

4. Guest Courtesy
WORKING TOGETHER
ACHIEVES THE BEST IN
US!
Together we will find the
answers that we don’t know
and provide our guests, our
colleagues, our superiors and
our managers the answers to
their questions
I don’t know
I’M NOT SURE BUT
LET ME FIND OUT
We must never say
“I DON’T KNOW ”
until we have tried our best
to find the answer
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5. Guest & Team Courtesy
WORKING TOGETHER ACHIEVES THE BEST IN US!
We have the best job in the world as we get to meet many
new people everyday from all over the world.
Our job is easier when we work together, we are united as a
TEAM and will never use the words
“IT’S NOT MY JOB”
If we say these words then we are not serving
our guests the best we can.

6. Using the Guest Names
• We will always try to use the Guest Name instead of
Saying Sir/Madam 
• Address the Guest- “Good Morning Mr. Smith” 
When we know the name of our guests and we do not
use it we are not giving Excellent Service.
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7. www.foodandbeveragetrainer.com
Effective Communication
Have you given a handover to your
Colleague or Manager?
Before you go home or go for lunch or Dinner you
must pass on your pending duties or important
information to your colleagues.
WHY?
HOW?
Talk Face to Face
Call
Use Log Book
Email

8. EFFECTIVE COMMUNICATION
Be Professional – Write it down
When we are informed of new information we
only retain an average of 20% of what we hear.
This is why it is very important to write down
information you have been given at:
BRIEFINGS
MEETINGS
TRAININGS

9. If you see anything
unusual REPORT IT
straight away!
Examples Include;
•Broken Glass
•A crack in the wall
•Smell of Gas
•Burst Water Pipe
•Water on the Floor
•Fridges/Freezers that
are not working as this
will cause food poisoning
Prevent Accidents Effective Communication
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10. Personal phone numbers
& email addresses
Personal phone numbers and email addresses are not
to be disclosed to any persons or guests without the
consent of the staff member or manager.
When receiving a call you may do the following:
 Provide the caller with a work mobile number
 Provide the caller with a work email address
 Leave a message for the staff member to call back
 Ask the caller to call back
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11. Email Etiquette
• Always use the company font style and size.
• Keep messages brief and to the point.
• Check spelling and grammar before sending.
• Only use CC for those you are directly
involved in the subject matter.
• Only use reply all when you have something
to add or need to respond to the email.
• Do not reply all to say “Noted”, or “Me Too”
just reply to the sender only.
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Use of Materials
You are free to use these training’s for your personal
and business presentations.
You can use them freely providing that you do not redistribute or sell them
as they have been created by Food and Beverage Trainer © 2011.
Do
 Use these presentations for
your trainings
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to your training requirements
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etc.
Pass off any of our created content as
your own work
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