2022-HotelStandardsWithOverview-ForbesTravelGuide(1)

2022-HotelStandardsWithOverview-ForbesTravelGuide(1)

HOTEL STANDARDS REVISIONS OVERVIEW | 2022

www.forbestravelguide.com

2022 HOTEL STANDARDS REVISIONS OVERVIEW

2022 FORBES TRAVEL GUIDE STANDARDS

Health safety remained an important influence on guests’ travel decisions throughout 2021, a year that also saw leisure travel begin to rebound following the height of the COVID-19 pandemic. Accordingly, Forbes Travel Guide has reintroduced several standards that had previously been removed in response to service and facility changes being made by hotels (such as If a buffet, the traffic flow is convenient. There are ample dishes and utensils for self-service ) while also introducing new standards that consider the guest’s renewed focus regarding cleanliness and condition ( The guest room is free of excessive cleanliness and condition issues ). While the guest’s expectations of service levels are returning to heightened levels, and our optimism for 2022 continues, Forbes Travel Guide remains cognizant that the longer-lasting effects of the pandemic are not over. We will continue to assess the global response to service throughout 2022 and may reintroduce past concessions when it makes sense to do so. Sustainability continues to be an important focus point for the travel industry as well as to today’s discerning luxury traveler, and it will remain a large part of the conversation with our Standards Advisory Committee, for which we are excited to usher in new members in 2022. In 2021, Forbes Travel Guide introduced Sustainability standards, a non-scored report that assessed a hotel’s sustainability initiatives. While we still have much to do as an industry, the enthusiastic reaction and encouraging initial results have allowed us the opportunity to also create Sustainability standards dedicated to restaurant and spa evaluations, as well. In 2022, sustainability will also play a greater role within a Forbes Travel Guide Hotel report, as a property’s sustainability score will now be factored into the overall composite score as an additional credit opportunity. Hotel composite scores will only be able to increase with this update and will not be negatively affected in any instances where there is noncompliance to Sustainability standards. Hotels that achieve a sustainability score of three leaves or higher can bolster their composite score on a scaled system. Restaurant and spa sustainability scores will not yet be factored into the Rating algorithm for their inaugural year and will be provided only for informational feedback in 2022.

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2022 HOTEL STANDARDS REVISIONS OVERVIEW

2022 FORBES TRAVEL GUIDE STANDARDS Section Updates

Guest Services Beginning in 2022, evaluations will include a single Guest Services (concierge) interaction. This portion of the inspection was formerly conducted twice, typically with one interaction taking place through a phone call and the other conducted in person. The concierge remains an important part of the guest experience. To better reflect trends of the average guest, we will be evaluating the concierge or the equivalent for one interaction in order to allow for a more substantial discussion and stronger opportunities for staff to provide guidance.

This single interaction may be initiated via phone call or email, before or during the guest’s stay, or it may be an in-person interaction at the desk.

Housekeeping Evening Service Housekeeping Turndown Service has been renamed Housekeeping Evening Service. While turning down a bed is still a primary component, housekeeping evening service has become a more encompassing service that is better represented with this refinement. In 2022, Forbes Travel Guide will be continuing the expectation that housekeeping evening service should be performed automatically each night or, if it is offered, it is done so in a way that allows the guest to opt out of turndown rather than to opt in to the service. • Staff notes either pre-arrival or during the arrival that turndown service is being performed but the guest can opt out of service if they prefer, and/or asks the guest their preference related to service (Ex. “We are currently offering evening service. Would you like it performed?” or “Due to health regulations, evening service is upon request. May we perform this service for you?” or “What time would you like evening service?”). The following scenarios will not meet the expectation: • Turndown service is not being offered or is only offered every other night • The guest is informed verbally or through printed or digital collateral that turndown service is available upon request and/or is invited to call to request service The following scenarios will meet the expectation: • Turndown service is automatically performed each night of the guest’s stay

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2022 HOTEL STANDARDS REVISIONS OVERVIEW

2022 FORBES TRAVEL GUIDE STANDARDS Section Updates

Reservation Service/Digital Services Previously, the Reservation Service section included several standards pertaining to the online booking engine and digital reservation experience. Given that these standards addressed a digital component of the guest experience, they have been moved to Digital Services. The Reservation Service section now only assesses the phone call reservation. The following standards will now be evaluated as part of Digital Services:

An online hotel booking engine or mobile application is available (Guest Comfort & Convenience)

Booking engine is convenient and allows the guest to sort through different room features (Guest Comfort & Convenience)

Booking engine offers a rate and availability calendar (Guest Comfort & Convenience) Rate types and inclusions are clearly and conveniently described during the online booking process (Technical Execution, Skill & Knowledge)

Online room descriptions are helpful, with accurate photos included (Technical Execution, Skill & Knowledge)

It is possible to make special requests and/or additional arrangements through the online booking engine (Guest Comfort & Convenience)

The deposit and cancellation policy is clearly explained before the booking is processed online (Technical Execution, Skill & Knowledge)

For online bookings, confirmation is immediate (Technical Execution, Skill & Knowledge)

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2022 HOTEL STANDARDS REVISIONS OVERVIEW

2022 FORBES TRAVEL GUIDE STANDARDS Hotel Updates

New Standards The following hotel standards are NEW for the 2022 inspection year.

SECTION

STANDARD

CLASSIFICATION

Channels of communication among staff are consistent and complete – one does not have to fully repeat themselves and requests are conveyed to the appropriate staff Content on the hotel website is up-to- date, free of errors and grammatically correct Bookings made through the property website can be amended or cancelled online The guest room is free of excessive cleanliness and condition issues The public areas are free of excessive cleanliness and condition issues If a buffet, the traffic flow is convenient. There are ample dishes and utensils for self-service

Graciousness, Thoughtfulness & Sense of Personalized Service

Departure Service

Digital Services

Technical Execution, Skill & Knowledge

Digital Services

Guest Comfort & Convenience

Cleanliness & Condition Cleanliness & Condition

Guest Room

Public Areas

Guest Comfort & Convenience

Hotel Dining

If a buffet, the appearance is exceptionally hygienic

Cleanliness & Condition

Hotel Dining

If a buffet, the food is well-stocked, fresh and appetizing in overall appearance. There are not any dishes more than one-quarter empty and there are not any juice pitchers more than half empty

Food & Beverage Quality

Hotel Dining

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2022 HOTEL STANDARDS REVISIONS OVERVIEW

2022 FORBES TRAVEL GUIDE STANDARDS Hotel Updates

SECTION

STANDARD

CLASSIFICATION

If a buffet, the presentation is exceptionally eye appealing and inviting Sense of Luxury

Hotel Dining

If a buffet, there is an a la minute option for individual preparation of egg dishes and/or other hot foods If a buffet, all appropriate dishes are clearly and elegantly labeled

Guest Comfort & Convenience

Hotel Dining

Guest Comfort & Convenience

Hotel Dining

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2022 HOTEL STANDARDS REVISIONS OVERVIEW

2022 FORBES TRAVEL GUIDE STANDARDS Revised Hotel Standards

The following hotel standards have received a revision. While the fundamental service component remains the same, the specifics of these standards have been updated to provide more clarity around the requirement and/or maintain consistency with our >Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27 Page 28 Page 29 Page 30 Page 31 Page 32 Page 33 Page 34 Page 35 Page 36 Page 37 Page 38 Page 39 Page 40 Page 41 Page 42 Page 43 Page 44 Page 45 Page 46 Page 47 Page 48 Page 49 Page 50 Page 51 Page 52 Page 53 Page 54 Page 55 Page 56 Page 57 Page 58 Page 59

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