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