HOTELS
FRONT OFFICE
- Transferring a call to the reservations agent
- Taking a reservation
- Professional skills of the reservations agent
- Letter of confirmation and the information it includes
- Total amount of standards: 50
- Welcoming the guest at the hotel
- Check-in at the hotel
- Introducing the guest to the hotel and its services
- Professional skills of the receptionist
- Welcome treatment and amenities
- Total amount of standards: 46
- Feedback about the hotel and its services
- Check-out from the hotel, payment
- Farewell to the guest
- Professional skills of the receptionist
- Total amount of standards: 27
- Information on the most important objects
- Accompanying the guest to the room and showing it to him/her
- Professionals skills of the employee
- Total amount of standards: 20
- Welcoming the guest at the hotel
- Luggage assistance and parking the car
- Accompanying the guest to reception
- Delivering the guest’s luggage to the room
- Professional skills of the porter
- Total amount of standards: 27
- Luggage assistance
- Pulling up the guest’s car
- Farewell to the guest
- Professional skills of the porter
- Total amount of standards: 29
- Information on and assistance with restaurants, bars and other venues
- Information on and assistance with various activities, culture and sports events
- Information on and assistance with shopping, museums, sightseeing objects
- Information on and assistance with transportation services
- Organisational and other duties
- Professional skills of the concierge
- Total amount of standards: 38
- Ordering a wake-up call
- Delivering a wake-up call
- Professional skills of the employee
- Total amount of standards: 22
- Greeting the guest outside the hotel premises
- Luggage assistance and accompanying the guest to the car
- Service during the transfer
- Luggage assistance and farewell to the guest
- Technical condition and visual appearance of the car
- Professional skills of the driver
- Total amount of standards: 33
- Technical condition of the computer
- Computer software
- Condition of the devices connected to the computer
- Total amount of standards: 17
SPA AND BEAUTY CENTRE
- Taking a reservation
- Professional skills of the reservations agent
- Letter of confirmation and the information it includes
- Total amount of standards: 35
- Welcoming of the guest at the spa centre
- Check-in at the spa centre
- Introducing the guest to the Spa centre and its services
- Professional skills of the receptionist
- Total amount of standards: 19
- Feedback about the spa centre and its services
- Up-selling of products and services
- Check-out from the spa centre, payment
- Farewell of the guest
- Professional skills of the receptionist
- Total amount of standards: 20
- Information on the most important facilities
- Accompanying the guest to the changing rooms
- Professional skills of the employee
- Total amount of standards: 15
- Welcoming and greeting the guest
- Evaluation of the client’s health
- Service before the treatment
- Performance of the treatment
- Service after the treatment
- Professional skills of the employee
- Layout, equipment and other norms of the treatment room
- Cleanliness and safety of the treatment room
- Bath and shower cabin – cleanliness and other norms
- Total amount of standards: 89
- Welcoming and greeting the guest
- Evaluation of the client’s health
- Service before the treatment
- Performance of the treatment
- Service after the treatment
- Professional skills of the employee
- Layout, equipment and other norms of the treatment room
- Cleanliness and safety of the treatment room
- Total amount of standards: 77
- Cleanliness and atmosphere at the spa centre
- Cleanliness, safety and other norms of the swimming pool
- Cleanliness and safety of the steam room, sauna and Jacuzzi
- Cleanliness and atmosphere of the relaxation room
- Variety of food and drinks served in the relaxation room
- Quality of food and drinks
- Cleanliness and other norms of the changing rooms and lockers
- Cleanliness and other norms of showers and toilets
- Total amount of standards: 145
- Check-in at the gym
- Check-out from the gym
- Cleanliness of the reception and gym
- Safety, equipment and other norms at the gym
- Safety and cleanliness of the steam room, sauna and Jacuzzi
- Cleanliness and other norms of the changing rooms and lockers
- Cleanliness and other norms of the showers and toilets
- Professional skills of the employees
- Total amount of standards: 129
RESTAURANT AND BAR
- Greeting and seating the guest
- Guest service: sequence and process
- Guest service: professional manner and approach
- Setting of the buffet table
- Availability and variety of food and drinks
- Quality of food and drinks
- Menu and its contents
- Professional skills of the waiter
- Table setting, cleanliness of the restaurant and other norms
- Total amount of standards: 98
- Making a reservation at the restaurant
- Greeting and seating the guest
- Guest service: sequence and process
- Guest service: professional manner and approach
- Availability and variety of food and drinks
- Quality of food and drinks
- Menu and its contents
- Professional skills of the waiter
- Table setting, cleanliness of the restaurant and other norms
- Total amount of standards: 131
- Making a reservation at the restaurant
- Greeting and seating the guest
- Guest service: sequence and process
- Guest service: professional manner and approach
- Setting of the buffet table
- Availability and variety of food and drinks
- Quality of food and drinks
- Menu and its contents
- Professional skills of the waiter
- Table setting, cleanliness of the restaurant and other norms
- Total amount of standards: 100
- Greeting and seating the guest
- Guest service: sequence and process
- Guest service: professional manner and approach
- Availability and variety of food and drinks
- Quality of food and drinks
- Menu and its contents
- Professional skills of the bartender
- Table setting, cleanliness of the bar and other norms
- Total amount of standards: 98
- Greeting and seating the guest
- Guest service: sequence and process
- Guest service: professional manner and approach
- Quality of food and drinks
- Menu and its contents
- Professional skills of the bartender
- Table setting, cleanliness of the bar and other norms
- Total amount of standards: 70
- Order taking over the phone
- Serving of a meal in the room
- Quality of food and drinks
- Breakfast menu and its contents
- Professional skills of the waiter
- Setting and cleanliness of the trolley/tray and other norms
- Total amount of standards: 82
- Order taking over the phone
- Serving of a meal in the room
- Quality of food and drinks
- Menu and its contents
- Professional skills of the waiter
- Setting and cleanliness of the trolley/tray and other norms
- Total amount of standards: 85
- Availability and variety of food and drinks
- Quality of food and drinks
- Availability of coffee and tea facilities
- Availability of crockery and cutlery
- Checking and replenishing of the minibar
- Professional skills of the employee
- Cleanliness of the minibar and other norms
- Total amount of standards: 45
HOUSEKEEPING
- Cleanliness of the room
- Cleanliness of the bathroom
- Total amount of standards: 42
- Servicing and cleaning of the room
- Servicing and cleaning of the bathroom
- Guest service
- Total amount of standards: 45
- Servicing and cleaning of the room
- Servicing and cleaning of the bathroom
- Guest service
- Total amount of standards: 40
- Collection of laundry for cleaning
- Return of cleaned laundry
- Evaluation of laundry and dry cleaning services
- Total amount of standards: 60
- Entrance and facade of the hotel
- Parking/garage
- Reception and lobby
- Elevators
- Guestroom corridors
- Toilets
- Total amount of standards: 44
FACILITIES AND SERVICES AVAILABLE AT THE HOTEL
- Bed and sleeping area
- Wardrobe and other case goods
- Table and informative materials
- Entertainment facilities, telephone
- Other factors and facilities
- Bathroom
- Total amount of standards: 98
- Entrance to the hotel and facade
- Parking/garage
- Reception and lobby
- Elevators
- Guestroom corridors
- Toilets
- Total amount of standards: 44