sofitel brands standards

Sofitel Brand Standards 2012 Global comments

comp_num description ARR.0020 Door services are available at the main entrance 24 hours each day.

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ARR.0035 skip "new"

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ARR.0070 There are ample parking spaces or close by parking spaces for the property.

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ARR.0090 Parking area provides directional signage to main entrances.

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ARR.0200 entrances

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ARR.0310 Signage is clean, in excellent condition, firmly attached, and hoisted.ARR.0312 The Sofitel Name Plate is in place at the entrance of the hotel

Whether contracted or employed by the hotel, the Door, Valet and Bell ambassador is well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail according to the Sofitel Appearance / Look guidelines.

Ambassador wears their full new Sofitel uniform including the name tag jewelry meeting Sofitel specifications.

Vehicle access is kept clear and is secured. Sidewalks are maintained in clear and safe condition.

The Porte Cochere and parking area are well organized and traffic is flowing in a well managed manner.

Parking area is maintained in good condition and is illuminated sufficiently. Parking areas are clean and free of debris.

Parking rates and any locally legally required signage (if applicable) are clearly posted for visibility.

Vehicles are secured at all times. Vehicles are never unattended with keys in the ignition.

Vehicles are returned with the radio and seats in the same position as when the vehicle was turned over to the valet. Vehicles are returned with personal items untouched.

Ambassador treat guest vehicles with care and drive the vehicles safely, abiding by all local regulations and safety requirements.

The property has outstanding and unique architectural features. The combination of all exterior elements provides an outstanding level of curb appeal. The exterior façade (including windows) is in excellent condition and clean.

Exterior lighting enhances the overall affect and visual impact of the architecture. Light bulbs are energy efficient, in working order. Exterior lighting fixtures are clean (no dust or cobwebs) and firmly attached to the wall or ceiling.

The Porte Cochère is clean, well maintained, well lighted and in good condition, free of cracks and structural damage.

Ash urns and waste receptacles are conveniently located adjacent to all property entrancesn, clean and free of cigarette butts. Waste receptacles are emptied before reaching 3/4 full.

Drive and motor lobby activity presents a well organized and inviting environment. Walkways are lighted sufficiently, free of debris, litter and obstructions, and are well maintained. Walkways are kept clear of ice and snow during periods of inclement weather.

There is an extensive variety of landscaping with meticulous attention to detail in placement and care.

Landscaping is lush and refreshed seasonally. Landscaping is well maintained, clean and attractive and is free of weeds, debris and litter.

The hotel is displaying the new Sofitel signage identity (pre signage, top building signs, directional signs, textile signs where appropriate) as per Sofitel guidelines for size, logo use, positioning and other requirements.

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ARR.0320 The Sofitel Name Plate is impeccably clean and polished.

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ARR.0440 The Doorman, Valet and Bell ambassadors greet children at eye level.

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ARR.0480 The hotel has a baggage porterage service 24-hours a day, 7 days -a-week.ARR.0490 The hotel entrance is not obstructed by baggage or packages.

ARR.0495 Sofitel umbrellas are available at the front entrance on rainy days.

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The hotel is performing the Name Plate Shining Ritual at least once a day in the (morning and/or evening).

The doorman has a list of all guest arrivals and in-house VIPs, guests in suites and Club Millésime guests (containing all information pertaining to the reservation, the room number is kept in safe place due to security reasons). Guests lists are properly handled to ensure guest privacy per Sofitel procedures.

The Doorman or Valet Driver is visible outside the hotel or inside near the entrance, depending on the layout of the premises.

Ambassadors greet all arriving vehicles within 30 seconds. If an Ambassador is unable to provide an immediate welcome, eye contact and a friendly acknowledgement are provided to assure the guest that service is forthcoming.

The Valet Driver greets the guest by name whenever possible in French with "Bonjour/Bonsoir, Madame/ Monsieur", followed by "Welcome to the (Hotel Name and city) Sofitel" in the language of the guest whenever possible or in English.

Guests names are discovered from luggage tags, pictures, guests arrival/rooming lists,…and communicated (via radio contacts for example) discreetly to other Ambassadors.

The Doorman or Valet Driver opens and closes doors of arriving and departing vehicles and offers assistance to the people entering and exiting the vehicle. Passenger side doors are opened first (when passengers are in the vehicle.)

Valet uses the guest's name (from the parking or luggage tags) during the parking experience.

The Valet explains the parking options, informs the guest of the charge for the parking (if applicable), prepares a parking claim ticket and asks for the guest's name, (if it is not known from the luggage tags or Door ambassador). The Valet explains how to retrieve the vehicle to the guest and provides the claim ticket to the guest.

For Hotel Guest, the Valet cleans the guest's car windshield with a neutral product (soft cleaning)

If it is raining, Doorman or Valet Driver always uses a Sofitel umbrella to accompany the guest from the vehicle to the hotel.

The Doorman or Valet Driver provide the necessary assistance to ensure guest and taxi driver transactions are completed efficiently and with a high level of service (payment, receipts, explanation of destinations, etc.).

The Doorman checks whether the Guest has baggage and suggests that the porter takes charge of it.

The Doorman invites the guest to enter the hotel and walks a few steps with him/her, indicating where the reception desk is located. The Doorman wishes the guest an enjoyable stay, with pleasant eye contact and a smile and makes a final offer of assistance.

Doormen provide luggage assistance to and from the vehicle. The Doorman asks guest permission to remove airline luggage tags and cleans luggage handles.

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ARR.0560 Guest carrying their luggage is offered assistance by an Ambassador.

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Luggage is unloaded efficiently and carefully. If luggage assistance is requested, the largest and heaviest items are loaded on the bottom of the luggage carts. The lighter items are placed at the top.

Doorman offers to provide additional luggage assistance and confirms the amount of luggage in the guests' possession. A standard arrival luggage tag is filled out and attached to the luggage.

The Doorman provides the guest with a receipt for their luggage and indicates where the guest's luggage will be placed while he/she registers. Luggage is secured and attended at all times while the guest is registering.

The porter shows great respect and care for all guest luggage. Luggage is loaded efficiently and carefully. The largest and heaviest items are loaded on the bottom of the luggage carts. The lighter items are placed at the top. Luggage is never used as a door stop.

Porter makes sure that there is no baggage left in the vehicle and takes the number of the taxi as a precaution.

For arriving guests, if an immediate guest escort is not possible, luggage is delivered to the guestroom within 15 minutes at urban properties. If the hotel posseses private elevators for luggage, guest luggage is never transported in public elevators.

For arriving guests, if an immediate guest escort is not possible, luggage is delivered to the guestroom within 20 minutes of check-in at resorts. If the hotel posseses private elevators for luggage, guest luggage is never transported in public elevators.

For welcoming a group, the hotel ensures that there are sufficient porters to provide the same quality of service as for individual Guests or the group contact is explained the estimated timing to complete delivery.

The number of items is checked with the group before taking the baggage to the rooms.

For a delivery of luggage with escort, the Bell / Porter uses the guest's name (from the luggage tags or by way of introduction from another ambassador) during the luggage delivery / escort experience.

For a delivery of luggage with escort, the Bell / Porter provides an overview of the property and other helpful information about the facilities during the escort.

The Bell / Porter anticipates guest needs based upon what is learned during the escort / delivery process. (Perhaps updating the Guest History profile and sharing the information with other appropriate ambassador).

For a delivery of luggage with escort, the Bell / Porter demonstrates how to use the key and opens the guestroom door for the guest.

For a delivery of luggage with escort, the Bell / Porter describes the guestroom features (such as telephone, television, HVAC, amenities, wake-up calls, etc.) and explains the safety and security features (such as exits, door locks and safes).

The Bell /Porter hangs the garment bags in the closet and places suitcases on the luggage rack for the guest.

The Bell / Porter provides a personalized closing using the guest's name when known and inquires whether there is anything else the ambassador may do for the guest.

When luggage is delivered to the room without escorting the guest, the ambassador knocks on the door/use the door bell and identifies him or herself. If the guest is present, the Ambassador greets him or her by name and follows the standards for luggage delivery described above.

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BAR.0010 All hours of operation comply with local liquor control ordinances.

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BAR.0025 skip "new"

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BAR.0060 The ambassador has a good command of English and local language.

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If after knocking on the door and waiting 20/30 seconds, it is determined the guest is not present, the ambassador opens the door slowly and enters the room, announcing his/her name and "Bell /Porter Ambassador, bonjour/bonsoir".

The ambassador blocks the door open using a door stopper, hangs the garment bag and places luggage on the luggage rack. The ambassador ensures the door is secure after departing.

Baggage is placed on the baggage rack (or wherever convenient), luggage opening facing the guest

The Arrival ambassador who interacted with the Guest shares all collected information with Front Office / Guest Relations in order to seize opportunities for delivering personalized services.

The Bar ambassador is well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail according to the Sofitel Appearance / Look guidelines.

The Bar ambassador wears their full new Sofitel uniform including the nametag and jewelry meeting Sofitel specifications.

All positions have been trained on Sofitel induction, Sofitel Bar guidelines, Cocktail recipe, wine flights, fit for business...procedures and standards before being released to service.

The Bar ambassador is knowledgeable about menu items as well as drinks and food preparation.

The ambassador is aware of the specific Sofitel Packages offered and prepares the related services accordingly (special cocktails,...)

The environment is comfortable (lighting levels, music volume, air quality, and temperature).

After the sunset (or in accordance with the rest of the property), the bar applies the candles ritual: lights are dimmed and candles put in placed by a candle master following the Sofitel Candles Ritual guidelines.

Candles display and accessories (lanterns, chandeliers, candelabras…) are elegant, clean and provide a warm glow.

The music reflects the identity of the bar and is adjusted according to the time of day or mood to be established accordingly to the Sofitel Music Guidelines. Music is always played during operating hours. There are no intervals of silence.

Noise levels from service areas or adjacent public areas are not audible in the bar. Noise from the bar does not disturb adjacent public areas or guestrooms.

Telephones are adjusted to the lowest level and wireless telephones with a vibrate setting.

We have to add this point for every service (F&B outlets & Front of the house (Concierge-Guest..)

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BAR.0380 Decoration or flowers are the only supply items placed on the front bar.

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BAR.0490 Cocktail stirrers and straws meet Sofitel specifications.

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Lighting fixtures are clean (no dust or cobwebs) and firmly attached to the wall or ceiling. Light bulbs are in working order. Chandeliers, shades and sconces are well maintained. Furnishings and fixtures are upscale and well appointed - in excellent condition (free of nicks, scratches, chips, cracks); clean and well maintained and in proper working order. The upholstery materials are in excellent condition (not worn, punctured or faded) and clean (free of stains and dirt). Mirrors and artwork are clean (free of dust, streaks, and smudges) and maintained in good condition (free of cracks, fading, etc.) and hung properly. Floors and carpets are in safe condition, well maintained (free of spills, carpet buckling, tears, rips, burns, etc.) and clean, (free of crumbs, dust, lint, stains and smudges; carpet corners are clean). Walls are clean; free of dust, fingerprints, lint and smudges.

The bottle display of the back bar follows Sofitel bar display guidelines (super and ultra premium brands are displayed). Liquor bottles that are visible to the guest are clean; labels facing out. The bottles displayed do not have pouring measurement on the neck.

The front and back bar working stations, equipment, surfaces and service ware are clean, sanitized and properly arranged before, during and after service. The back bar and cash register areas are free of clutter.

Fresh garnishes, juices and other cocktail ingredients are properly stored and handled per Sofitel requirements.

Bottles of iced champagne are presented on the front bar or in a Champagne trolley.

Promotional information is communicated by Ambassador and/or discretely placed on tables bar and/or in the bar check presenter.

Tables and chairs are clean and well maintained (including tops, bases and legs). Vacated tables are cleaned immediately.

Plants and table decorations (where available) are fresh and healthy (clean water) in keeping with the theme of the décor.

Sofitel or bar Logo cocktail coasters (paper, linen or leather) are served with all type of beverages

The logo paper, linen or leather cocktail coaster meet Sofitel brand/ Outlet brand identity and quality specifications.

STBY if outlet identify it has to be

validated by the region

Clean, pressed and well maintained linen napkins and the proper service ware (meeting Sofitel specifications) are provided when food items are served.



Materials (napkins, stirrers, straws, etc.) are plain or present the property or Sofitel logo per Sofitel brand identity requirements.



A choice of books is provided (books on French Style, books that will help in the understanding of the setting and the activities of the city and books written in the language of the country of the hotel are also available, including titles focusing on France, Paris, etc.).

Daily newspaper(s) in English and the local language are available and in excellent condition (on line editions are accepted).

French cultural magazines and publications are available at the bar and in excellent condition.

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BAR.0630 Menus and beverage lists are presented in English and the local language.

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BAR.0655 Precision needed

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NEW

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BAR.0740 The proper garnishes are used for each style and type of drink.

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BAR.0790 The Manager's presence is visible and the room is perceived as well managed.

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At least one secure coat check area is available for all food and beverage outlets. A full-service staffed area is available based on guest needs, and outlet theme. If a staffed area is not provided, the hostess or server is responsible for storing and retrieving the guest items. The service is offered to guests with coats, umbrellas or other personal items (shopping bags, etc.)

A claim check is presented to the guest indicating all items placed in storage. The claim check meets Sofitel specifications. Instructions on how to retrieve the item are provided to the guest at the time of storage.

Current (all items are available) and accurate (correct pricing and spelling) beverage menus and wine lists are available for the bar outlets. Menus are clean and well maintained.

Physical menus are printed on premium quality paper. Font is appropriate to theme of the bar and is big enough for an easy reading.

Beverage menus include spirits, cordials, beer, wine, soft drinks, bottled water and non-alcoholic offerings meeting Sofitel specifications / Liquor company agreement.

Menus and beverages lists are offered to Guests upon seating and never preset on tables.

Beverage Bar menu includes minimum 8 classic cocktails, 5 creation cocktails and 5 Sofitel ritual cocktails.

Bars offer food menus including international comfort food, local specialties, bouchees or canapés selection.

Beverage outlets offer 3 fresh, premium quality complimentary and attractively presented bar snacks for all drinks except hot beverages.

All bars should propose 2 types of snacks : Free and Paying snacks. Concerning free snacks : sweet or salty, according to the moment of the day

Bar Snacks are served and maintained in a sanitary manner. Only fresh snacks are presented to guests; once served and left, snacks are discarded.

Jigger system (or other measuring device) is used to measure and pour alcoholic beverages; free pouring not permitted.

Sofitel standardized cocktail recipes and preparation methods are used to prepare cocktails. Any modification to the original recipe has to be mentioned.

STBY precision needed

Seasonal, fresh and authentic products are used whenever possible (homemade syrups, cocktail bases, fresh herbs, fruits, etc.)

Garnishes, straws, picks, etc. are handled and prepared in a sanitary manner (using tongs, etc.)

Front bartenders are professional and demonstrate style and savoir faire when preparing cocktails to enhance the relations with the guest.

The preparation of the cocktail is part of the sensation / experience and is completed in a personalized and interactive manner demonstrating precision and personality.

The Manager demonstrates care and relations by personally verifying the satisfaction of each guest. The Manager practices Sofitel problem resolution techniques as appropriate to ensure complete guest satisfaction.

Club Service (at the table, with the bottle presented to the client before pouring) is provided for all ultra premium spirits.

We should gather 810 and 820 in one

point

Table service (served from bottle first pour to try) is provided for Wine and Champagne.

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BAR.0842 Cocktails are presented attractively, are tasteful and respecting standards recipes

BAR.0844 Beverages are served as per guest requirement and at the right temperature

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BAR.0860 The proper condiments are served with all food items, coffee and tea services.

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BAR.0960 The guest is greeted at the table (within one minute of seating). Eye contact sf 0880

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BAR.0980 The ambassador introduces him/herself.

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Premium quality glassware is used. Glassware is clean, sanitized, clear, and free of chips, cracks or spots.

Proper glassware is used for each drink: - Pilsners for beers - Snifters for after dinner drinks - White and red wine glasses - Champagne glasses - Long drinks (served with straw and stirrer)

Ice is protected with plastic cover and served with appropriate equipment (ice scoops not glassware).

Condiments, seasoning and sweeteners are presented in an attractive manner. Bottles and service ware are clean and full.

Guests are greeted within 20 seconds of their arrival at the entrance of the beverage outlet.

At least eye contact is made immediately to ensure the guest of the forthcoming

service

All guests are greeted by the ambassador with pleasant eye contact, a warm smile and "bonjour (before 5pm / Bonsoir (after 5pm) Madame" (if it is a woman), "bonjour (before 5pm)/ Bonsoir (after 5pm) Monsieur" (if it is a man) and then in English or the local language.

The Ambassador escorts the guests to seating that meets their preference (table, bar, near window, etc.).

Repeat guests are welcomed back by name and escorted to their preferred seating.

If a table or location is not available, the ambassador offers to seat the guest at the bar with the promise of the next available table meeting their request (based upon the current waitlist).

Ambassadors maintains communication with the guests wishing to move to a preferred table or location and meet commitments as quickly as possible.

The ambassador seating the guests ensures the tables are properly prepared prior to seating (clean, etc.).

Ambassador faces the guest when talking to him/her and demonstrates good posture, and a clear and polite speaking voice.

Ambassador learns the guests' name and uses the name at least once during service.

The Ambassador uses up-selling techniques (following Fit For Business), describes a signature cocktail or menu item (the unique features or characteristics) or featured service (such as the Wine/Champagne Ritual), and makes recommendations.

The Ambassador is aware of unavailable menu items and informs the guest during the order process.

If the guest does not order a "a la carte" cocktail, the Ambassador determines the guest's preferences (e.g. "What is your favorite drink/cocktail, how do you prefer your cocktail, sweet, sour?", "Shaken or stirred?", "Over ice or blended?" etc.)

The Ambassador offers food from the bar menu (or other property menu as requested by the guests). Any food item may be served in any outlet - everything is possible. Tout est possible!

BAR.1050 The order is repeated and the guest thanked.

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BAR.1100 A la Carte food snack items are served within 15 minutes of ordering.

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BAR.1200 White wines/champagnes are placed in ice bucket. Red wine on a wine coaster.

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BAR.1260 The tasting card is of a high quality paper, following Sofitel printing guidelines.

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The pace of service meets the guest's needs. Guests are never rushed and never wait beyond the Sofitel service timing standards.

Ambassador is attentive to the guests throughout service in a caring but non-intrusive manner. Service is prompt; guests never wait for additional service or their check.

Drinks are served within 5 minutes of order, presented appropriately and served at the proper temperature, as ordered, on a coaster and accompanied by cocktail napkin.

The Ambassador presents and describes the complimentary bar snack that accompanies their drink: - Nuts, almonds, olives (choice of three different minimum) are served with all drinks and replenished as necessary (after 2/3 depleted) - A choice of at least one two sweets (chocolate, cakes, macaroon, etc.) are served with hot beverages on a separate plate (not on the cup saucer)

Ambassador, Manager or Chef stops at the table and verifies satisfaction with food and beverage orders within one minute of service and offers additional service.

Ambassador offers another beverage in a timely manner (generally when glass is 1/3 full). Additional cocktails are served on fresh cocktail napkins.

The Ambassador is knowledgeable regarding wine and food pairing and is able to make suggestions from the wine list.

Ambassador maintains the table/bar in a clean and orderly fashion throughout service, removing empty glassware and soiled service ware promptly after gaining guest permission.

The Ambassador presents the bottle to the guest. After the guest gives the approval of the wine, the Ambassador opens the bottle.

The Ambassador pours a taste for the guest who ordered the wine and waits for approval.

If, after tasting, the guest declines the bottle of wine, the Ambassador immediately removes the wine and offers another selection. The Manager is notified.

After the bottle is accepted, the Ambassador pours the wine, ladies first in equal amounts to ensure each guest is served.

The bottle is placed near the guest who ordered it, with the label facing the guests. The Ambassador proceeds to refill the glasses accordingly and offer additional wine service as appropriately.

The Bar offers a minimum of 3 Wine Flight Service (other types of Flights being offered).

Wines must be served in identical high quality wine glasses (Riedel, Schott Zweisel, Spiegelau).

The glasses are transferred to the guest's table on a holder left in front of the guest and holder is removed.

Wine must be poured in front of the guest at least 50mls so that three serves will equal one glass of wine @ 150ml.

Also during wine flight

A flight card with the description of the wines must be presented with the flights and the Guest is offered to write its comments.



Ambassador introduces each wine and talk about the Wine Flight concept, the proposed "binding" themes, the other possibilities and other guests' experiences.


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BAR.1320 The payment is collected when the guest is ready.BAR.1330 The Ambassador remains attentive until the guest departs the Bar.

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BCH.0090 Operating hours are posted prominently.

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BCH.0110 Safety and other required signage is prominently displayed per local regulation.

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BCH.0180 An adequate supply of beach towels is available on a complimentary basis.

BCH.0185 The beach is raked each morning to collect debris, weed, etc…

Following the guest tasting, Ambassador interacts with the Guests, asking for feedback regarding the flights served, which one the customer liked best and why, etc.


The Ambassador promptly presents a complete, accurate guest check when requested by the guest. Guest checks are presented within two minutes of the request X. Both items are in excellent condition.

Dans un porte addition

The Ambassador provides a personalized closing that inquires whether there is anything else the Ambassador may do for the guest.

The Ambassador thanks the guest and invites them to return (Bon Voyage, Bonsoir, Enjoy the rest of your day e.g.).

At least one bar or lounge outlet with complete beverage service (upon local legislation) is operated from 10 AM

The beach and its surroundings are well-maintained, impeccably clean, in compliance with local regulations.

Children 14 and under must be accompanied and supervised by an adult unless otherwise specified by local law.

The Beach Ambassador is well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail according to the Sofitel Appearance / Look guidelines.

Beach Ambassador wears their full new Sofitel uniform including the name tag jewelry meeting Sofitel specifications.

All positions have successfully completed the Sofitel Induction Program before being released to service.

Ambassador accesses the Guest History Profile to view other services and preferences to create a relationship and personalize service.

There is an excellent quality and variety of beach furniture including, chairs, lounges, cocktail tables, dining/activity tables, umbrellas, etc.

Style and quantity of furniture is sufficient to meet guest demands and the size of the area.

Furnishings and fixtures are upscale and well appointed - in excellent condition (in proper working order, free of nicks, scratches, chips, cracks and fading); and clean (free of dirt, spills, mildew, etc.)

Beach rules are posted prominently (including parental supervision and other safety topics required by Sofitel and local regulations).

Signage indicating whether a lifeguard is on duty is posted and communicates the necessary information per local regulations.

Signage indicating beach and surf conditions is prominently posted and meets local regulations.

All beach signage is clean and well maintained meeting Sofitel Brand Identity specifications. Signage is in English and the local language.

The proper number and type of life safety devices (including life hooks) are prominently displayed and easily accessible per local regulation.

A trained lifeguard with locally approved accreditation is on duty during operating hours. If law does not require a lifeguard, a sign is posted indicating that there is no lifeguard on duty.

The positioning and construction of lifeguard stations meet Sofitel specifications and local regulations.

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BCH.0280 Publications are current and in excellent condition, with plastic covers.

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BCH.0330 Menus and beverage lists are used for up-selling.BCH.0340 Menus and beverage lists presented in English and the local language.

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BCH.0410 The proper garnishes are used for each style and type of drink.

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BCH.0430 Premium quality glassware is used.

BCH.0440 Glassware (plastic only) is clean, sanitized, clear, and free of chips, cracks or spots.

BCH.0450 Only plastic glasses and bottles are used on the beach.BCH.0460 The proper condiments and service ware are served with all food items.BCH.0470 Food and beverage items are delivered at the proper temperature.BCH.0480 A Beach Butler is staffed at resorts during beach operating hours.

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BCH.0540 Guests are greeted within 20 seconds of their arrival at the beach.

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Beach towels meet Sofitel specifications. Towels are clean, free of rips, stains and tears.

Chairs and umbrellas are prepared in a ready state prior to beach opening and immediately refreshed as the guests depart the area.

The following beach items and services are available to guests: sun block cream, sunhats/caps, sunglasses and a mineral water spray, cool face towels.

Food and beverage service is available at the beach and meets the same quality of service and product as in property restaurants and bars.

The beach menus emphasize healthy items such as fresh fruit smoothies, frozen fruit kabobs, fresh squeezed juices, infused iced-teas and waters and heart healthy appetizers and entrees.

Current (all items are available) and accurate (correct pricing and spelling) food and beverage menus are available for the beach bar. Menus are clean and well maintained.

Beverage menus include spirits, cordials, beer, wine, soft drinks, bottled water and non-alcoholic offerings meeting Sofitel specifications.


A full compliment of spirits, cordials, wines, soft drinks, waters, juices and cocktail mixes is served.

The mandatory Sofitel core beverage program is followed 100% (pouring and "must have" brands, depth of choices, etc.)

Sofitel standardized cocktail recipes and preparation methods are used to prepare cocktails.


Garnishes, straws, picks, etc. are handled and prepared in a sanitary manner (using tongs, etc.)

Butlers provide complimentary transportation to the beach with necessary amenities such as chairs, umbrellas, towels, blankets, flip-flops and recreational beach / pool supplies.

Butlers arrange local activities and excursions for kayaking, snorkeling, deep-sea fishing and other beach / water related activities.

Ambassador ensures pool areas are clean and crisp and beach rules are respected and followed.

All guests are greeted by the Ambassador with pleasant eye contact, a warm smile and "bonjour (before 5pm) / Bonsoir (after 5pm) Madame" (if it is a woman), "bonjour (before 5pm the candle ritual) / Bonsoir (after 5pm the candle ritual) Monsieur" (if it is a man) and then in English or the local language.

Ambassador escorts guests to seating areas that meet their needs (lounge chairs, tables, in the sun or shade, etc.)

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BCH.0610 Ambassador offers beverage replenishment when beverages are 1/3 full.

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BCH.0690 There is a variety of beach-related activities offered throughout the day at resorts.

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Ambassador offers umbrellas (or to adjust the current placement), cold towels, items for children, and a glass of cold water with a slice of lemon, or an iced tea, or the characteristic drink of the country.

Ambassador offers refreshments and delivers all requested beverage items within five minutes of the guest's request. Food items are delivered within 10 minutes of the order.

Ambassador verifies satisfaction once guests are settled and requested items have been delivered.

Ambassador is attentive to the guests throughout service in a caring but non-intrusive manner. Service is prompt; guests never wait for additional food or beverage service, another cold face towel, sun screen or other service or their check.

Ambassador maintains the table in a clean and orderly fashion throughout service, removing empty glassware and soiled service ware promptly after gaining guest permission.

The Ambassador promptly presents a complete, accurate guest check when requested by the guest. Guest checks are presented within two minutes of the request.

The checks are delivered in a Sofitel approved check presenter in excellent condition and a functioning Sofitel Pen.

Ambassador offers to help move the guest into the sun or shade as the sun moves and/or becomes hotter or cooler.

Ambassador offers additional services related to sun screen, cool mineral water mists, adjusting umbrellas, reading materials, sun glass cleaning, etc.


The Ambassador thanks the guest and invites them to return (Bon Voyage,/ Bonne journée / Bonne soirée)

The activity schedule is promoted and communicated in an inclusive but non-intrusive manner.

A nanny service is available (complementary or not) to look after babies and very young children at private beaches operated by Sofitel properties.

The Beach Ambassador updates the Guest History Profile information to note both successful experiences and recommendations and guest satisfaction opportunities to enable better service in the future.

Breakfast is served at a minimum from 6.30 am to 10.30 am weekdays and until 11.00 am on weekends X , in a minimum of one restaurant. Local custom may dictate extending the hours, but minimum hours are met.

Bank holidays and holiday times

Complimentary coffee / tea / hot chocolate and nicely presented quality cookies or biscuits (homemade if possible) are available as "breakfast to go" from 5.00 am to 6.30 am (depending of the opening hours for the restaurant) for early rising guests until the restaurant opens .

The restaurant is ready to provide service 15 minutes before scheduled opening and 15 minutes after scheduled closing times.

The Restaurant Ambassador is well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail according to the Sofitel Appearance / Look guidelines.

Ambassador wears their full new Sofitel uniform including the nametag and jewelry meeting Sofitel specifications.

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BRK.0060 The Ambassador has a good command of English and local language.

BRK.0080 The Manager's presence is visible and the room is perceived well managed.

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BRK.0470 Tables and chairs are clean and well maintained (including tops, bases and legs).

BRK.0480 Tables are properly positioned and aligned within the restaurant.BRK.0490 Vacated tables are cleared and completely re-set within 5 mns.

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BRK.0650 Menus and beverage lists are presented in English and the local language.

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The Ambassador is knowledgeable about menu items including, preparation methods, ingredients, etc. and is able to make recommendations and provide information.

The Manager demonstrates care and relations by personally verifying the satisfaction of each guest. The Manager practices Sofitel problem resolution techniques to ensure complete guest satisfaction.



According to the restaurant design and concept, fresh and healthy (clean water) flowers or plants are in place following Sofitel Botanical guidelines.

The music reflects the identity of the restaurant and is adjusted according to the time of day or mood to be established accordingly to the Sofitel Music Guidelines. Music is always played during operating hours. There are no intervals of silence.

Furnitures, fixtures, upholstery, floor, mirror, artwork, doores, windows, air conditioning are all clean, free of dust and free of scratch.

Daily newspaper(s), including at a minimum local, international and French edition (on line editions / Ipad are accepted) are available and in excellent condition displayed at the entrance on a stand.

Tables are covered in clean (free of stains, crumbs, spots, etc.), well maintained (free of holes and frays, etc.)100% Cotton table set or and properly pressed linens meeting Sofitel specifications.

Breakfast Table tops include: - Clean and full salt and pepper shakers, - Clean and properly filled sugar bowls with white, brown sugar and Sweetener or other similar. - A minimum selection of four miniature glass jams (one honey, 3 choices of fruits) from a French premium quality brand, Bread plate with butter knife, dinner fork and knife, dessert spoon, coffee cup and saucer, tea spoon, juice glass , fresh cut flower/greens arrangement, ashtrays and matches (where smoking is allowed).

Flowers are not mandatory,

according to the restaurant concept (standard open for

waiver)

The breakfast menu meets the minimum Sofitel Breakfast Menu guidelines regarding items offered, recipes and preparation methods, updates and changes.

The Breakfast Menu proposes seasonal and fresh items including continental and local offers.

The Breakfast Menu is current (all items are available) and accurate (correct pricing and spelling).

Menus are in excellent condition and spotless. Physical menus are printed on premium quality paper. Font is appropriate to theme of the restaurant and is big enough for an easy reading.

Children's amenities such as a high chair and booster seats are available. High chairs and booster seats are in excellent condition and immaculately clean and sanitized. Service ware sized for children is available including cups with lids.

BRK.0710 A children's activity (such as a coloring book) is available and offered to children.

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Viennoiseries are baked minimum twice in the morning to ensure freshness

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Children are welcomed with gracious hospitality. They are addressed at eye level when providing service and are always served first.

Cheese ritual: there are a minimum of 3 types of cheese proposed including one French cheese and one low fat cheese.

Butter is offered to Guests, individually wrapped in grease paper or covered by a cloche, fresh and spreadable, but not too soft. Never displayed at buffet, no plastic packaging.

All Sofitel guests can have a continental breakfast. Sofitel Guarantee : bread and viennoiseries basket, butter, jam and honey, cold and hot drinks choice.

Regular and decaffeinated coffee selections include: - Espresso, Cappuccino, Latte, American, - Filtered or pressed - Local (Greek, Egypt, etc), - Frozen coffees (cappuccino freddo, Frapuccino) according to season/location

Tea is prepared with Loose Leaves tea (no teabags) with minimum five teas and three flavoured and herbal tea. All condiments (lemon, milk) are served on the side.

Menu/buffet includes Fresh Juices station with 3 squeezed fruit (minimum) or vegetable juices, two smoothies and two detox/healthy juices.. Juices are served at the table in front of guests from a elegant pitcher/carafe. Juice dispensers are not authorised for service.

Minimum requirements : 2

fresh fruit juices, 1 other fruit or

vegetable juice, 1 smoothie and 1

detox drink.

The following Mineral glass bottled water is available at a minimum: - one still and one sparkling (including one french brand), - one local offering

Items with a strong identity (premium products, local specialties) or with specifics (allergies, low fat, gluten free…) are identified by easy to read labels.

When labels are used, they are professionally displayed, clean and positioned correctly. Labels are displayed in a small frame. The names of the items are correct and translated in the local language and English.

To be modified : elegant presantation,

related to the restaurant concept

Buffet items are attractively and elegantly presented and held / served at the correct temperature.

Food appears freshly prepared and appealing. Food and beverages items have good flavor and texture (fresh, taste good and not over- or under-cooked).

Buffet items are consistently replenished, never in front the guest, and never run below 1/3 full

The appropriate serving utensils, covers, tongs or other necessary supplies are positioned appropriately near each buffet item. Serving utensils are positioned on a clean plate. Both the plate and the serving utensils are frequently replaced with clean supplies.

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BRK.0964 Buffet or a la Carte includes two vegetables or salads with condiments

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BRK.0969 Buffet includes station with local favorites respecting authenticity of the country

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BRK.1060 An accurate wait time is provided to the guest.

Buffet includes three types of home made yoghurt presented in individual glasses. A selection of low-fat, normal and fruit yoghurt is offered.

Buffet or a la Carte includes 4 types of cut fruits, 4 seasonal whole fruits and 2 compotes.

Portion displayed on buffet are for at least 6 to 8 people to keep freshness and replenish on regular basis

For Guest convenience, buffet includes a selection of low fat items (dairy, meats) and Glueten free (at least one bread and one main).

Bottles of chilled Brut champagne or French or Local Sparkling Wines (accordingly to market conditions) with coupes or flutes (according to local legislation, daily where possible, mandatory on weekends) are available "a la carte".

Buffet includes Viennoiseries with minimum croissants, chocolate roll, brioche and two other danishes, four types of breads including French Baguette (250g) and two types of toasts (white, wheat)

Buffet includes cold Meat and smoked fish section including Pork, Turkey Ham, one smoked, Air dried ham, dried sausages

French Toast, Pancake, Waffle, Sausages, Eggs are prepared à la minute. Sausage, Bacon, fried noodles, vegetables, dim sum can be displayed on the buffet accordingly to market / regional practices (no chaffing dish). In any case, food appears fresh and delicious throughout service.

Buffet or a la Carte includes a dairy with 3 types of milk (half skimmed, skimmed and soja).

Buffet or a la Carte includes a selection of 5 cereals including two organic and Birchler muesli respecting Sofitel Culinary recipes. Cereals dispenser and packaging are not authorised on buffet

Display cooking stations are adequately staffed by friendly, smiling, attentive and efficient Ambassadors.

Culinary and restaurant Ambassador is knowledgeable and can answer questions or make recommendations regarding buffet ingredients and preparation methods.

Culinary Ambassador wears clean aprons and hats or hair restraints, name tag respecting Sofitel Kitchen Uniform Guidelines.

Guests are greeted within 20 seconds of their arrival at the entrance of the restaurant.

Eye contact made if greetings not

possible

All guests are greeted by the Ambassador with pleasant eye contact and sentences, a warm smile and "bonjour Madame" (if it is a woman), "bonjour Monsieur" (if it is a man) and then in English or the local language.


The name of the guest and his / her room number is requested only when the guest is seated at the table and has ordered his / her breakfast (A la carte or buffet).

If a table or location is not available, the Ambassador offers to seat the guest in a waiting area with the promise of seating at the next available table meeting their request (based upon the current waitlist). A hot beverage or Fresh Juice is offered to the guest.

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BRK.1195 A smoothie shot or a fresh fruit based drink is offered to the guest upon seating.

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Ambassador maintains communication with the guests wishing to move to a preferred table or location and meet commitments as quickly as possible.

The Ambassador seating the guests ensures the tables are properly prepared prior to seating (clean, etc.)

The Ambassador escorts the guests to a prepared table that meets their preference (correct number of place settings and chairs, non-smoking, near window, etc.)

Ambassador pulls chairs out for guests, beginning with the eldest woman first, proceeding clockwise until all women are seated and then helping the men be seated.

For a la Carte service Ambassador hands the guests the correct clean menu for the meal service in a clockwise motion around the table; eldest woman first with the host being last. Menus are presented from the right with the right hand.

The Ambassador uses reservation information to personalize services (such as using guest names, relating welcome/welcome back, offering congratulations on special occasions, special seating requests, etc.)

The location and direction of the buffet is explained by the Ambassador, including any specials or action stations. Those guests already familiar with the buffet setup are invited to go directly to the buffet before being seated (Ambassador directing their attention to the proper table).

The Ambassador Host removes extra cover settings efficiently and wishes the guests an enjoyable meal.

All guests are acknowledged by the waiter with pleasant eye contact, a warm smile and "bonjour Madame" (if it is a woman), "bonjour Monsieur" (if it is a man) in English or the local language.

Upon seating, Ambassador offers morning beverages such as coffee, tea, fresh squeezed juice

The Viennoiserie Basket is brought to the guest's table and includes at least 2 croissants, 2 other danishes and 2 pieces baguettes (60g./70g 16 to 20 cm).

Same as RS : Standard for 1

person: Croissants Minimum 50g and hotels which want 80g is possible (2

50g croissants or 1 80g croissant)

Ambassador introduces the Viennoiserie basket and highlights it "I am pleased to offer you our french viennoiseries basket". briefly describes its content and propose it to the Guest. If the Guest does not want the Viennoiserie basket, it is brought back.

Viennoiseries are fresh, crispy and baked at least twice in the morning to ensure freshness

cf RMS 0733 : Les viennoiseries sont

cuites à point et croustillantes

Butter is offered to Guests, individually wrapped in grease paper or covered by a cloche, fresh and spreadable, but not too soft. Never displayed at buffet, no plastic packaging.

Ambassador uses up-selling techniques following Fit For Business to describe buffet or a la carte featured menu items such as a local specialty.

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BRK.1320 Ambassador properly positions the plates in front of each guest.

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BRK.1480 Ambassador offers assistance to guests while with replenishing buffet items.

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Ambassador records the meal orders and asks service questions regarding each specific item ordered (dressings, cooking temperatures, etc.).

Ambassador repeats the food orders in a clear and accurate manner to ensure understanding.

Ambassador respects acts to satisfy special dietary or preparation requests posed by the guest and helps expedite these requests with the culinary Ambassador.

If the buffet is selected by the guest, the Ambassador offers to assist accompany the guest to the buffet by explaining to provide assistance. The Ambassador explains buffet options, specialties, stations and unique offerings.

The Ambassador follows up with the proper service questions regarding the guest's beverage order (condiments, type of tea or coffee, milk, cream, etc.).

Ambassador describes the breakfast alternatives (buffet or a la carte) and featured specialties describing where to locate specific items on the menu before departing to prepare the beverages.

Ambassador returns with the beverages within three minutes of the order, serving children and ladies first. Orders are complete and accurate.

All condiments for tea (lemon, milk) or coffee (milk) are served upon delivery of the beverage.

Milk is placed in a pitcher / creamer. Milk is not pre-set on table. Milk is not served in individual portion packs.

Tea is prepared with boiling water. Tea is served with loose leaves not tea bag. The teapot is equipped with a strainer inside. An extra small plate is left on table when tea is served for the tea strainer. Lemon slices (two per person) are placed on a separate plate.

cf BRK 0800 : Tea and herbal tea can

be served in teabags providing that the quality is the same as loose leaves tea

(ex: pyramids)

Coffee is served fresh and hot with a French coffee press and plunge in front of the guest.

Hot water for tea and drip coffee are replenished throughout the meal on a complimentary basis with the permission of the guest.

Other breakfast beverages (such as espresso, juice, smoothies, etc.) are offered again once consumed.

Ambassador returns to the table after 2 minutes to checks back with the guest. Ambassador responds immediately to any additional request/concerns or complaints and acts to correct the situation.

The manager and wait Ambassador engage guests in conversation following guest cues. People dining alone are made to feel welcome.

Ambassador inquires about additional service and wishes the guests a pleasant meal (for example "Bonne continuation"/ "Enjoy your meal").

If the guest lingers, Ambassador inquires periodically if more water and coffee is desired.

Ambassador ensures guest meal satisfaction and gains permission from the guest before clearing the table.

All glassware, china and cutlery are cleared and replaced from the right side of the guest.

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BUF.0090 The Ambassador uses clear and understandable terminology with the guests.

BUF.0100 The Ambassador has a good command of English and local language.BUF.0120 Food is attractive and elegantly presented.BUF.0130 Food is served at the correct temperature.

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BUF.0160 The Manager's presence is visible.

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For guests visiting the buffet, soiled plates and cutlery are removed and replaced as appropriate based on the guest's desires.

Upon request from the guest, Ambassador presents an accurate check in a clean, well maintained folder/tray meeting Sofitel specifications within two minutes "at your convenience".

Ambassador returns with change or a credit card slip within two minutes of the guest presenting payment.

The Ambassador provides a final offer of assistance, thanks the guest and wishes a good continuation. and invites he/she to return.

All members of Ambassador offer appropriate hospitality comments while guest departs the restaurant (Merci!,Enjoy your day!, e.g.)

Just before the Restaurant closure, ambassadors invite guests to serve themselves again to the buffet before its clearance

The Breakfast Ambassador updates the Guest History Profile information to note both successful experiences and recommendations and guest satisfaction opportunities to enable better service in the future.

Buffet Lunch is served at a minimum from 11.30 to 14:30 (local custom may dictate extending the hours, but minimum hours are met).Buffet Dinner is served at a minimum from 18:30 to 22:00 in a minimum of one restaurant (local custom may dictate extending the hours, but minimum hours are met). A La carte is available in Buffet restaurant from as minimum standards 11.30 to 22.00

The restaurant is ready to provide service 15 minutes before scheduled opening and 15 minutes after scheduled closing times.


Ambassador wears their full uniform including the nametag and jewelry according to the restaurant concept/specifications.


The Ambassador is knowledgeable about buffet menu items including, preparation methods, ingredients, wine pairing, etc. and is able to make recommendations and provide information.

Food appears fresh and delicious. Food and beverages items have good flavor and texture (fresh, taste good and not over- or under-cooked).



According to the concept of the restaurant, there is a fresh flower arrangement with clean water displayed at the front of the restaurant following the Sofitel Botanical guidelines.

The environment (lighting levels, air quality, music and temperature) is comfortable and matches the theme and décor of the restaurant.

After the sunset, the restaurant sets up the candles ritual: candles are put in placed by a candle master following the Sofitel Candles Ritual guidelines.

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BUF.0260 Light bulbs are energy efficient, in working order.

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BUF.0300 Tables are properly positioned and aligned within the restaurant.

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BUF.0530 Service ware sized for children is available including cups with lids.

BUF.0550 A children's activity (such as a coloring book) is available and offered to children.

BUF.0560 Children are welcomed with gracious hospitality.BUF.0590 Vacated tables are cleaned and re-set immediately.

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BUF.0650 Lunch and dinner place settings include a water glass.


Noise levels from service areas or adjacent public areas are not audible in the restaurant. Noise from the restaurant does not disturb adjacent public areas or guestrooms.

Lighting fixtures are clean (no dust or cobwebs) and firmly attached to the wall or ceiling. Chandeliers, shades and sconces are well maintained.

Furnishings and fixtures are upscale and well appointed - in excellent condition (free of nicks, scratches, chips, cracks); clean and well maintained and in proper working order.

Tables and chairs are clean and well maintained (including tops, bases and legs). The upholstery materials are in excellent condition (not worn, punctured or faded) and clean (free of crumbs, stains and dirt).

Mirrors and artwork are clean (free of dust, streaks, and smudges) and maintained in good condition (free of cracks, fading, etc.) and hung properly. Floors and carpets are in safe condition, well maintained (free of spills, carpet buckling, tears, rips, burns, etc.) and clean, (free of crumbs, dust, lint, stains and smudges; carpet corners are clean). There is no wax buildup or accumulation of soil in corners on non-carpeted floors; free of heel and scuff marks; free of discolored wax.

Doors/Walls/Ceiling/Paint/Windows and other surfaces are clean (free of marks, top free of dust and lint, edges and frames clean, handle of knob clear and clean, hinge facing and door frame clean, door vent clean and free of dust and lint, glass surfaces clean and streak free).

A rest bag / footstool for ladies bags or a bag hanger is available and proposed (at least within fine dining restaurant).

Daily newspaper(s), including at a minimum local, international and French edition (on line editions are accepted) are available and in excellent condition. displayed at the entrance on a stand.

Children's amenities such as a high chair and booster seats are available. High chairs and booster seats are in excellent condition and immaculately clean and sanitized.

Tables are covered in clean (free of stains, crumbs, spots, etc.), well maintained (free of holes and frays, etc.) and properly pressed high quality linens or Table set meeting Sofitel specifications (100% cotton).

Napkins are linen (100% cotton) meeting Sofitel specifications and Concept. Napkins are pressed, folded and clean, free of holes, tears, frayed edges and stains.

Table tops include clean and full salt and pepper shakers. (No toothpicks or sugar bowls are set at lunch and dinner).

Table settings include dining knives and forks, dessert fork and knives. Flatware is clean, polished and properly placed on the table.

High quality glassware is clean, free of cracks, chips and silica haze. Correct style and range of glassware is available and used for each beverage (i.e. red wine glass for red wine, etc.)

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BUF.0770 Local and seasonal specialties are available on the buffet

BUF.0790 Buffet is reflecting the concept of restaurant respecting authenticity and Simplicity

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BUF.0840 Local preferred alcoholic beverage products are also available.

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BUF.0890 Bottled water is suggested at all meal periods by the wait Ambassador.

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BUF.0910 The soft drink is poured at the table by the waiter.

BUF.0920 Beers are served in the appropriate style of clean and well maintained glassware.

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BUF.0940 Champagne is served in chilled champagne flutes.

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China is of exceptional quality, meeting Sofitel specifications and is clean, polished and well maintained (no cracks, chips, and blemishes).

Matching china, glassware, flatware and linen is used in each outlet (mixed styles are unacceptable.)

According to the concept and design of the restaurant, fresh and healthy (clean water) flowers or plants are in place following Sofitel botanical guidelines.

A crystal or porcelain ashtray is placed on the tables in the smoking section (matches are available).

Buffet includes minimum 6 salads with 3 types of homemade sauce, 2 soups, Seafood on ice, pasta, noodles, pizza and quiche, 3 items on carving, 6 meats and fishes including grilled items, 5 Vegetables, 8 desserts including 3 French pastries, Selection of 5 cheeses, selection of 3 breads including baguette. Local items are available on buffet or live cooking

Buffet includes a selection of low fat items (dairy, meats) gluten free products (at least one type of bread and one main).

Buffet includes minimum Four Action Cooking stations with Salad prepared in from of the guest, one carving station, one pasta/noodle station, one live dessert station.

Buffet presentation / selections are updated four times per year and reflect seasonal menu selections.

All reasonable guest requests for special ingredients, preparation methods or menu items are accommodated with courtesy and care. Tout est possible!

For aperitif or after dinner, beverage menu from the bar is available upon request. Quality of drinks and service remains same.

Champagne by the glass includes a minimum of three selection (one brut, one rosé, one Millésime /tête de cuvee).

Champagne by the bottle (normal bottles) include a minimum of 3 brut, 2 rosé, 2 Millésime and 2 tête de cuvée.

The water is poured at the table by the waiter. The bottle is left on the table until empty. Waiters ask permission and refill water according to guest wishes.

Wine is served in the appropriate premium quality (Riedel, Schott Zweisel, Spiegelau, etc.), clean and well maintained glassware based on the category of the wine (white, red, desert, champagne, etc.)

The cocktails and spirits are served in the appropriate high quality, clean and well maintained glassware with the appropriate garnishes.

There is a focal point of cheese display. The Cheese display attracts guests' attention and is showcased in the restaurant and demonstrating our "passion for cheese".

There is a focal point of bread display. The bread display attracts guests' attention being showcased in the restaurant and demonstrating our "passion for bread".

There is a minimum of 5 types of bread available on the buffet in single portion or whole bread including large baguette 250 gms.

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BUF.1030 Wine by the glass is 150 ml (minimum) or 450 ml by the carafe

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BUF.1180 Buffet themes are exciting and changed on a daily basis.

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BUF.1210 Local and international (minimum two) dishes are provided on the buffet.

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BUF.1230 Ambassador proactively seeks to fulfill guest desires and special requests.

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BUF.1250 Culinary Ambassador wears clean aprons and hats or hair restraints.

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According to the concept of the restaurant, there is a focal point of Pastry display. The French pastry display attracts guests' attention being showcased in the restaurant and demonstrating our "passion for French Pastry

According to the concept of the restaurant, there is a focal point of wine display. The wine display attracts guests' attention being showcased in the restaurant and demonstrating our "passion for wine".

Wine lists meet Sofitel Main Restaurant Guidelines including: A minimum of 100 selections of wines, the best selection of French (25% French wines excluding champagne), international and local wines.

Wine lists meet Sofitel Wine Program specifications including: A minimum selection of 16 wines by the glass, excluding champagne (three French selections minimum, one red, one white, one rose/dessert).

The Ambassador is knowledgeable regarding wine and food pairing and is able to make suggestions from the wine list to accompany the items on the a la carte and buffet menus.

White wines/champagnes are placed in ice bucket. Red wine on a wine caddy/coaster.


The graphic design and fonts of labels are elegant, reflecting restaurant's and station's identity (the design principle applies to holders as well).

Labels are professionally displayed, clean and positioned correctly. Labels are using the correct name and spelling of the items in the local language and English. The languages are presented in two different fonts on two different lines.


Buffets look equally appealing throughout service (beginning until end). Food appears fresh and delicious throughout service.

Food and beverage items have good flavor and texture (fresh, taste good and not over- or under-cooked).

Buffet items are consistently replenished (never in front of the guest) and never run below 1/3 full.


Display cooking stations are adequately staffed by friendly, smiling, attentive and efficient Ambassador.


Sofitel Telephone Etiquette standards are met by Ambassador answering reservation calls. Calls are answered within three rings; callers are never placed on hold for longer than 30 seconds, etc.

Telephone ringers are set to an unobtrusive level and conversational voices from Ambassador on the telephone do not disturb dining guests.

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BUF.1290 Ambassador uses the guest / caller's name at least twice during the call.

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BUF.1350 Reservation commitments and special requests are planned for and met.

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BUF.1440 An accurate wait time is provided to the guest.

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BUF.1460 Newspapers and magazines are offered to waiting guests and guests dining alone.

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Ambassador greet callers saying "Sofitel..., reservations service bonjour (before the candle ritual) / Bonsoir (after the candle ritual), (Ambassador Name) at your service."

Ambassador is helpful and enthusiastic addressing the caller's needs and preferences.

When reservation times are not available, Ambassador suggests alternative times or days.

Ambassador accurately gathers and records the following information: - Date and day of the week for the reservation - Time of the reservation - Name of person calling - Number of guests - Best phone number to reach the party/room number or the property where they are staying (in case they are from another property) - Smoking or nonsmoking - Special requests (birthday, anniversary, view, bottle of wine, cake, highchair, allergies, etc.)

Ambassador repeats the important reservation information back to the caller such as date, time, number in party, name of party, and any special requests.

If a guest calls to cancel a reservation, Ambassador expresses appreciation for the call and offers a reservation at another time or date.

Ambassador shares specific reservation information such as guest names, special occasions and requests to ensure guest recognition by all appropriate Ambassador.


All guests are greeted by the Ambassador/the hostess with pleasant eye contact, a warm smile and "bonjour (before 5 pm or before the candle ritual) / Bonsoir (after 5 pm or after the candle ritual) Madame" (if it is a woman), "bonjour (before 5 pm or before the candle ritual) / Bonsoir (after 5 pm or after the candle ritual) Monsieur" (if it is a man) and then in English or the local language.

The Ambassador verifies whether the guest has a reservation. If so, the Ambassador confirms the guest's name, room number, number in the party and special requests or occasions.



The Ambassador verifies smoking preference (if applicable) and offers the best table based upon availability and staffing.

If a table or location is not available, the Ambassador offers to seat the guest in a waiting area or the bar with the promise of seating at the next available table meeting their request (based upon the current waitlist).

Ambassador maintains communication with waiting guests and meet commitments as quickly as possible and within the time quoted.

The Ambassador seating the guests ensures the tables are properly prepared prior to seating (clean, with menus, etc.)

The Ambassador escorts the guests to prepared table that meets their preference (correct number of place settings and chairs, non-smoking, near window, etc.)

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BUF.1800 Ambassador serves ladies and children first, gentlemen second and then the host.

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The location and direction of the buffet is explained by the Ambassador, including any specials or action stations.

Ambassador pulls chairs out for guests, beginning with the oldest woman first, proceeding clockwise until all women are seated and then help the men be seated.

Ambassador hands the guests the carte correct clean menu for the meal service in a clockwise motion around the table; eldest woman first with the host being last. Cartes are presented from the right with the right hand.

Ambassador offers/presents bar and wine list to the guest and proposes specific aperitifs and/or cocktails based on the seasonal and local or clientele preferences (a must for dinner, upon discretion for business lunches)

The Ambassador follows up with the proper service questions regarding the guest's beverage order (on the rocks, with a twist, etc.)

The Ambassador offers the choice of sparkling or still water, large or small bottle to the guest.

Ambassador returns with the aperitif /beverages within three minutes of the order, serving ladies first from the right side of the guest. Orders are complete and accurate.

Ambassador checks back with the guest within one minute to ensure satisfaction. Ambassador responds immediately to any concerns or complaints and acts to correct the situation.

The Ambassador is expressive and enthusiastic, mentioning best selling items and making recommendations. The Ambassador announces proposes starter dishes, main course dishes, side dishes, soups, salads.

The Ambassador is knowledgeable about the menu offerings, portion sizes and method of preparation and known food allergies.

Ambassador acts to satisfy special dietary or preparation requests posed by the guest and helps expedite these requests with the culinary Ambassador.

When the buffet is selected by the guest, the Ambassador offers to assist accompany the guest by explaining to the buffet to provide assistance. The Ambassador explains buffet options, specialties, stations and unique offerings.

The Ambassador removes the food menus (and wine list if wine has also been ordered), and thanks the guest(s).


The Ambassador proposes the Bread Basket and briefly describes the different types of bread (3 types including mini baguettes, not sliced)

The butter is fresh, open and covered with grease proof paper or cloche and open in front of the Guest, never pre-packaged and never displayed on buffet.

Ambassador changes the ashtrays (if applicable) and refills the water and wine glasses throughout the meal.

Ambassador clears aperitif / drink glasses if empty with the permission of the guest.

Ambassador inquires about additional service and wishes the guests a pleasant meal (for example "Bonne continuation", "Enjoy your meal"...).

Ambassador checks back with the guest within one minute of serving a la carte or after the guest visits the buffet to ensure satisfaction. Ambassador responds immediately to any concerns or complaints and act to correct the situation.

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Ambassador clears the plates and used cutlery between each course when the guest finishes (if more than one guest, Ambassador waits until everyone is finished). The necessary cutlery is replaced for the next course. The Ambassador clears and replaces all plates and cutlery from the right side of the guest (or left if the guest is left handed).

Ambassador wishes the guests a pleasant meal (for example "Bonne continuation", "enjoy your meal")

Ambassador checks back with the guest within one minute after the guest visits the buffet to ensure satisfaction. Ambassador responds immediately to any concerns or complaints and acting to correct the situation.

Ambassador offers additional water and wine service when glasses are 1/3 1/4 full; beverage service is attentive and discreet; not pushy.

The Ambassador (Sommelier/wine expert/waiter) arrives at the table, introduces him/ herself and offers assistance with the choice of wine, informing of the availability of "wine by glass" or "wine flight". The Ambassador answers relevant questions -if any- from the guest.

The glasses are transferred to the guest's table on a holder left in front of the guest and the holder is removed.



The Ambassador introduces each wine and talks about the Wine Flight concept, the proposed "binding" themes, the other possibilities and other guests' experiences.


The Ambassador presents the bottle to the guest. After the guest gives the approval of the wine, the Ambassador pours a sample for the guest and waits for approval.


After the bottle is accepted, the Ambassador pours the wine to the left of the host, ladies first in equal amounts to ensure each guest is served.

The bottle is placed near the guest who ordered it, with the label facing the guests. The Ambassador proceeds refill the glasses accordingly and offer additional wine service as appropriate.

There is a minimum of five choices of cheese (Cheese Ritual), one goat cheese, one cow, one sheep and one of French origin.

The Ambassador is able to describe the flavor profile, texture, origin and type of cheese to the guest.

If the guest orders cheese, new plates, a small fork and knife, and fresh selection of bread and butter are set in front of the guest.

There is a minimum of six pastries (Pastry Ritual) available on the buffet including two French classic pastries.

The Ambassador suggests beverages, including coffees, liqueur, coffee, tea, digestives and liquors. Ambassador determines whether the guest wishes to have beverage with or after his dessert / cheese.

Ambassador comments positively on the items chosen, records the orders and poses service questions regarding each specific item ordered (sauces, accompaniments, sugar, cream, etc).

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Ambassador delivers the hot beverages to the table and a sugar bowl (contains white, brown and low calorie choice), cream, lemon and other appropriate accompaniments.

Ambassador delivers the digestive / liquor (within 3 to 5 minutes of clearing dessert plates).

Ambassador clears dessert, cheese, ice cream plate, and used cutlery as the guests finish.

Ambassador changes the ashtrays (if applicable) and removes all empty glassware, bottles. Water glasses remain on the table.

At the conclusion of the meal, the Ambassador offers additional service and verifies satisfaction. The Ambassador responds immediately to correct any unsatisfactory situation using Sofitel problem resolution techniques.

Upon request from the guest, Ambassador presents an accurate check in a clean, well maintained folder/tray meeting Sofitel specifications with a working pen.


The Ambassador provides a final offer of assistance, thanks the guest and invites he/she to return.


Ambassador offers assistance with chairs once the guest decides to depart from the restaurant. Guests are helped with their coat, returned their umbrella or other items.

All members of Ambassadors offer appropriate hospitality comments while guest departs the restaurant (i.e.: Merci! Enjoy the rest of your day!)

The Lunch/Dinner Ambassador updates the Guest History Profile information to note both successful experiences and recommendations and guest satisfaction opportunities to enable better service in the future.

The Business Centre Ambassador is well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail according to the Sofitel Appearance / Look guidelines.


All positions have successfully completed the Sofitel Induction Program before being released to service: property knowledge (features, benefits, services, guestrooms, facilities, location, directions, etc.), Guest History, AlClub, Restaurant and Bar Menu .

Furniture is arranged to accommodate guest conversation and is comfortable. There is an obvious degree of spaciousness allowing ease of movement for guests.

Business center computers are checked and swept by IT once a week for virus and other potential IT threats.

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CHI.0080 The Front Desk is clean, organized and well maintained.

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The following equipment is supplied: - At least 2 self service computers (according to hotel capacities) with complimentary Internet access and basic Microsoft office tools as per Sofitel IT specifications, - At least 2 printers, - Photocopy, fax, scanner and equipments for binding documents.

The equipment and the internet access are functioning. The equipment is perfectly clean and in perfect condition. Secure, high quality Wifi internet access is available in the Business Centre.

The following stationeries, meeting Sofitel specifications, are supplied: - Sofitel pencils and pens, - Whites pages, - Correspondence Sofitel Card - Letterhead Sofitel sheets - Sofitel envelopes


The Business Centre physical environment (Ceilings, Walls, Floors and door) is clean and well maintained.

The Front Desk is staffed 24 hours per day, 365 days per year. Regardless of shift, all Ambassador is able to perform all emergency, reception, departure, telephone, cashiering and information services and procedures according to Sofitel standards.

The Front Desk Ambassador is well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail according to the Sofitel Appearance / Look guidelines.


The Front Desk Ambassador has followed up a Front Desk training program before being released for service. This includes, induction, communication training, PMS, Step Program, Sofitel Packages, property knowledge (features, benefits, services, guestrooms, facilities, location, directions, etc.), Guest History, AlClub and revenue management techniques.

The Front Desk Ambassador is fluent in a minimum of two languages including English.

The Front Desk Ambassador follows all Sofitel Telephone Etiquette standards (answering calls within three rings, using proper greetings, transfer and on-hold techniques, etc.)

Ambassador always respect and protect guest privacy. Guest names and room numbers are never communicated to callers or visitors without the express permission of the guest.


Ambassador use personal guest profile or Guest History information for the sole purpose of providing personalized services. Use of guest information for any other reason is prohibited.

Guests entering the hotel are acknowledged immediately and offered assistance (by Front Desk Receptionists, Guest Relations Ambassador, Bell Boy, Concierge, etc.)

The Receptionist immediately greets guests with welcoming eye contact and a smile. Eye contact is made at ten feet / 3 meters and a greeting is provided at five feet from the workstation.

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CHI.0150 The Receptionist is the first to speak during all guest interactions.

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CHI.0182 Desk Blotters are used at check in (reception desk / In Room check In).CHI.0184 The Desk blotter is perfectly clean and in good conditions.

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If the Receptionist is busy and cannot immediately greet a guest, the Receptionist engages the waiting guest using welcoming eye contact and a smile to communicate service will be forthcoming.

The Receptionist greets the guest by name whenever possible in French with "Bonjour/Bonsoir, Madame/ Monsieur", followed by "Welcome to the (Hotel Name) Sofitel" in the language of the guest whenever possible or in English. Pre-arranged arrival guests are greeted by their name upon arrival to the reception desk.

If the Guest is a Club Millésime, the receptionist informs him/her that the check in can be performed directly in the Club Millésime. The Guest is immediately escorted to the Club Millésime reception by the Butler or Guest Relations or the Receptionist if no one is available.

Suite Guests check in are performed in Room with everything prepared in advance (keys, registration form…)

Children are called by their first names when known (information from reservation or communicated during check in process). When speaking French, Ambassador uses "tu" rather than "vous" (or similar forms when distinction is made in other languages).

Repeat guests are "welcomed back" using their name for example "Bonjour, Bonsoir,...Good morning, Mr/Mrs/Ms X, we're delighted to see you again"

Receptionists use the guest name two times (greeting and closing) during the registration process.

The Desk blotter is displayed closed on the front desk with the "link" symbol toward the receptionist.

The Desk blotter contains at least one clean Sofitel envelope, a generic hotel business card and an AlClub flyers

The Receptionist uses vocabulary that is professional, clear and concise; understandable to all guests, (even with repeat guests familiar with the hotel and Ambassador), avoiding hotel industry or internal jargon (e.g. "RA1 rates", "no show", checking in etc.)

If the AlClub membership number is not noted in the reservation, the Receptionist asks the guest if he or she has an AlClub loyalty card.

If the guest is an AlClub member the Receptionist asks for the card and records the membership number in the PMS folio / Guest History.

The Receptionist recognizes all AlClub members with a warm comment of appreciation (eg: AITouch attitude: thank you for your loyalty / trust)

If the guest is not an AlClub member, the Receptionist offers to describe membership benefits and rewards, and a brochure or application and other information per Sofitel operating procedures is provided.

If the guest gives his agreement to become an AlClub member, the Receptionist collects information as conveniently as possible (collecting a business card for instance) and proposes to provide the registration details/forms later after the check in (at check out, later during the stay...). In any case, the process is done as quickly as possible but not rushing.

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Receptionists reviews registration information with the guest using positive phrasing that compliments the guest's choices, for example: "we have booked you a very nice room", "Your room has an outstanding view of the...", "In fact you're in a non-smoking room...", "You have the advantage of a special rate...", "Your room's right by the...". If the Guest is a repeat Guest, the receptionist shorten the presentation of the room.

The Receptionist verifies the following information with the guest asking for confirmation and using Sofitel problem resolution techniques as appropriate to address guest concerns: - Proper spelling of guest name (last and first, if necessary) - Photo identification / Passport (accordingly to the local legislation) - The requested accommodation and bed type - The smoking preference - The number of nights - Departure date

The Receptionist makes an offer for an up-sell on the guestroom based on the daily sales strategy.

The Receptionist reconfirms information or services arranged prior to the Guest's arrival: regarding newspaper preferences, dietary preferences, traveling with children, pillows, wake-up calls, time for servicing room, local entertainment or excursions, or other advance requests.

After guest approval, the Receptionist fills in the registration form on behalf on the Guest and then presents it to the Guest for his / her approval and sign off.

The receptionist asks the guest for the names of any additional guests staying in the room and offers to add the name(s) to the reservation.

The Receptionist asks the guest to establish a method of payment (unless a guest has Direct Billing) and confirms and collects the method of payment (cash, credit card).

During the presentation of the check in form, The receptionist asks the guest if he or she minds being contacted by e-mail to complete a guest satisfaction survey. The Receptionist is able to provide an explanation of the Sofitel Email Privacy Policy to the guest according to the local legislation. If the Guest is a repeat guest that has recently completed a Guest Satisfaction Survey, the receptionist does not need to make this offer.

If the guest accepts, the guest's signature is required in the appropriate area on the Registration card or any appropriate document implemented. (pointed out to the guest)

The Receptionist inquires about the required number of keys. For security purposes, guestroom numbers are discreetly indicated to the guest but never announced aloud. The Receptionist produces room keys and writes the room number on the key packet.

The Receptionist discreetly delivers any waiting messages and packages to the guest.

On request, the Receptionist describes "Express Checkout" services to those guests with the approved credit per Sofitel procedures (upon local legislation).

The electronic key and the key card holder conform to the new Sofitel Brand Identity.

The receptionist opens both flaps of the Desk blotter and places the registration card inside it.

The Receptionist presents the registration card and a Sofitel pen (and credit card) to the guest and asks for his/her signature after circling the departure date and the room rate (and email area if appropriate).

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CLM.0030 The following Club Millésime service is offered by the property: Private check-in

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CLM.0050 The following Club Millésime service is offered by the property: Business Center

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Receptionist offers proposes room escort to all Guests (mandatory for all first staying guests (at least until the elevator), suites Guests, Club Millésime and top VIPs). If the escort is performed by another person than the receptionist (Bell person, Butler or Guest Relations Ambassador...) this person is introduced to the guest.

If an escort is declined, the Receptionist goes around the Desk, points out the room number on the key valet, hand over the keys and explains how to locate the elevators and guestroom and how to use the key.

The Receptionist provides a personalized closing and wishes the guest a pleasant stay.

If a guestroom is not yet ready upon arrival, the guest is given an estimated time when the room will be ready and offered luggage storage. Ambassador propose a complimentary access to one of the hotel outlets while he/she will wait for the room.

The Reception Ambassador updates the Guest History Profile information to note both successful experiences and recommendations and guest satisfaction opportunities to enable better service in the future.

Break the Barriers for Concierges : Ambassadors from concierge service go around the Desk to talk to guests

The following Club Millésime service is offered by the property: Personalized Butler service 24 hours per day

The following Club Millésime service is offered by the property: Private checkout at Club Millésime reception counter and complimentary late check out until 4.00pm (Subject to availability)

The following Club Millésime service is offered by the property: One hour free use of the Lounge's meeting room per day (Subject to prior reservation and availability)

The following Club Millésime service is offered by the property: Complimentary a la carte breakfast from 6.00am to 12am

The following Club Millésime service is offered by the property: Complimentary evening Millésime Wine & Champagne tasting cocktail from 6pm to 8pm

The following Club Millésime service is offered by the property: Guestroom afternoon Tea Service is offered to guests 365 days per year from 3pm to 6pm

The following Club Millésime service is offered by the property: Complimentary all day tea, coffee, mineral water and light snacks

The following Club Millésime service is offered by the property: No extra charge to bring 2 visitors

The following Club Millésime service is offered by the property: Fresh food amenities in the room upon check-in

The following Club Millésime service is offered by the property: A selection of international and local newspapers, magazines

The following Club Millésime service is offered by the property: Complimentary Shoe Shine Service

The following Club Millésime service is offered by the property: Unlimited local telephone calls

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CLM.0220 The Ambassador uses clear and understandable terminology with the guests.

CLM.0230 The Ambassador has a good command of English and local language.

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The following Club Millésime service is offered by the property: Unlimited in-room internet broadband access and unlimited wireless internet access within the hotel premises

The Club Millésime is sufficiently staffed to ensure guests are provided immediate service; registration and departure services are completed within three minutes.

Regardless of shift, all Ambassadors are able to perform all emergency, reception, departure, telephone, cashiering, information and Concierge services and Business Center services and procedures to Sofitel standards.



The Club Millésime Ambassador Pre-block all arrivals based on room type, room view, special requests and needs determined from the VIP/ Butler and Guest Relations personalized Preparations Call conducted after the reservation.

The Club Millésime Ambassador follows all Sofitel Telephone Etiquette standards (answering calls within three rings, using proper greetings, transfer and on-hold techniques, etc.)

Guests entering the Club Millésime lounge are acknowledged immediately and offered assistance (by Club Millésime Butlers, Club Millésime Receptionists, Guest Relations Ambassador, etc.)

The Ambassador of Club Millésime provide the guests with business / presentation cards and explain how the guest may contact them throughout their stay. The cards meet Sofitel specifications.

The Club Millésime lounge is furnished with: Two plasma screen Televisions (minimum 54 inches), channel by default is France 24 (where available) and BBC world.

The Club Millésime lounge is furnished with: At least two complimentary internet work stations.

The Club Millésime lounge is furnished with: Complementary high-speed wireless internet.

A library is displayed and books are available for borrowing by Club Millésime guests. A selection of books on food, cheese and wine, as well as French Art de Vivre is mandatory.

The Club Millésime has a kitchen area fully equipped to handle "a la carte" breakfast operations. The Kitchen includes Stewarding area, Service area, and storage.

A designated Butler Pantry is available in the suite area and meets Sofitel specifications. The pantry is stocked with a wide variety of request items, to provide immediate fulfillment of guest requests.

There is a reception area with one reception desk (sitting) - two work stations, and four chairs for guests. There is a copy machine, Fax machine, Scanner

There is a fresh flower arrangement with clean water displayed at the front of the lounge. The flowers must be natural. The flower selection will depend on each Club Millésime lounge design. In all cases it must be generous and in conformity with the Sofitel Botanical Guidelines.

The environment (lighting levels, air quality, music and temperature) matches the theme and décor of Club Millésime.

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CLM.0440 Light bulbs are energy efficient, in working order.

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CLM.0460 Tables and chairs are clean and well maintained (including tops, bases and legs).

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CLM.0480 Tables are properly positioned and aligned within the Club Millésime lounge.

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CLM.0570 Flatware is clean, polished.

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After the sunset, the Club Millésime applies the candles ritual: lights are dimmed and candles put in place by a candle master following the Sofitel Candles Ritual guidelines.

Candles display and accessories (lanterns, chandeliers, candelabras…) are elegant and provide a warm glow.

The music reflects the identity of Club Millésime and is adjusted according to the time of day or mood to be established accordingly to the Sofitel Music Guidelines. Music is always played during operating hours. There are no intervals of silence.

Noise levels from service areas or adjacent public areas are not audible in the Club Millésime lounge. Noise from the Club Millésime lounge does not disturb adjacent public areas or guestrooms.

Lighting fixtures are clean (no dust or cobwebs) and firmly attached to the wall or ceiling.


The upholstery materials are in excellent condition (not worn, punctured or faded) and clean (free of crumbs, stains and dirt).

Mirrors and artwork are clean (free of dust, streaks, and smudges) and maintained in good condition (free of cracks, fading, etc.) Mirrors and artwork are hung properly.

Floors and carpets are clean and in safe condition and well maintained (free of spills, carpet buckling, tears, rips, burns, etc.)

Only for breakfast, Tables are covered in clean (free of stains, crumbs, spots, etc.), well maintained (free of holes and frays, etc.) and properly pressed and high quality linens meeting Sofitel specifications (100% cotton).

Napkins are linen (100% cotton) meeting Sofitel specifications. Napkins are pressed, folded and clean, free of holes, tears, frayed edges and stains.

High quality glassware is clean, free of cracks, chips and silica haze. Correct style and range of glassware is for each beverage type served in Club Millésime lounge.


Matching china, glassware, flatware and linen is used (mixed styles are unacceptable.)

There is no wax buildup or accumulation of soil in corners on non-carpeted floors; free of heel and scuff marks; free of discolored wax.

Walls and Ceilings are clean; free of dust, fingerprints, and smudges. Paint and other surfaces (including corners) are free of damage. Ceiling/Wall vents and panels are clean and free of dust and lint. Crown molding is clean and well maintained.

Doors surfaces are clean and well maintained (free of marks, top free of dust and lint, edges and frames clean, handle of knob clear and clean, hinge facing and door frame clean, door vent clean and free of dust and lint, glass surfaces clean and streak free).

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CLM.0830 The Ambassador is the first and last to speak during all guest interactions.

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CLM.0890 The Ambassador offers a welcome drink and a cold towel to the guest.

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CLM.0910 The Ambassador devotes his/her full attention to the guest without interruption.

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Windows, window coverings and frames clean and free of dust, lint and smudges (inside, outside).

Daily newspaper(s) are available and in excellent condition displayed at the entrance on a stand (on line editions are accepted).

Newspapers include at a minimum, local language, international paper and French newspapers.

A wide selection of complimentary magazines is available for guests to read, featuring French culture and other popular themes (including on line editions, lifestyle, sport, business and beauty magazines).

Upon arrival, guests are greeted by a Front Desk Attendant or Guest Relations Officer and/or Management and escorted to the Club Millésime.

The Club Millésime Ambassador is well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail accordingly to the Sofitel Appearance / Look guidelines.

The Club Millésime Ambassador wears their full new Sofitel uniform including the name tag jewelry meeting Sofitel specifications.

Club Millésime receptionist is informed of the guest arrival in advance and meets the guest at the elevator or other appropriate area outside the lounge.

The Club Millésime Ambassador immediately greets guests with welcoming eye contact and a smile. Eye contact is made at ten feet / 3 meters and a greeting is provided at five feet from the workstation.

The Ambassador greets the guest by name in French with "bonjour (before the candle ritual) / Bonsoir (after the candle ritual), Madame/ Monsieur", followed by "Welcome to the Club Millésime" in the language of the guest whenever possible or in English.

Repeat guests are "welcomed back" using their name for example "bonjour (before 5 pm or before the candle ritual) / Bonsoir (after 5 pm or after the candle ritual),...Good morning, Mr/Mrs/Ms X, we're delighted to see you again".

Ambassador uses the guest's name two times (greeting and closing) during the registration process.

The Ambassador invites the guest to be seated in the Club Millésime lounge while the Ambassador process the registration.

The check-in is processed efficiently by the Club Millésime receptionist, while the guest relaxes in the Club Millésime Lounge. The passports and credit card are collected and the rest of the process is done by the receptionist at the Club Millésime Reception.

The Ambassador offers a selection of newspapers /an International Newspapers Menu to the guest upon check-in. The newspaper selected will be delivered to the guest daily during his stay with the hotel's compliments.


The Desk blotter contains at least one clean Sofitel envelope and a generic hotel business card.

The receptionist opens both flaps of the Desk blotter and place the registration card inside it.

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The Ambassador recognizes all AlClub members with a warm comment of appreciation.

If a membership number is not noted in the reservation, the Ambassador asks the guest if he or she has an AlClub loyalty card.

If the guest is a member of the program, the Ambassador asks for the card and records the membership number in the PMS folio / Guest History.

If the guest is not a member, the Ambassador offers to describe membership benefits and rewards, a brochure or application and other information.

The hotel follows the Sofitel AlClub Standard Operating Procedures including: - The Identification and Classification of AlClub Guests - The Recognition of AlClub Guests - The Preparation of the AlClub Stay - The Delivery of the AlClub Experience (Recognition Marks, Amenities, Services Offered and Proposed)

The Ambassador reviews registration information with the guest using positive phrasing that compliments the guest's choices, for example: "Your room has an outstanding view of the...", "In fact you're in a non-smoking room...", "You have the advantage of a special rate...", "Your room's right by the...".

The Ambassador verifies the following information with the guest asking for confirmation and using Sofitel empowerment techniques to address guest concerns: - Proper spelling of guest name (last and first, if necessary) - Photo identification / Passport - The requested accommodation and bed type - The smoking preference - The number of nights - Departure date

The Ambassador reconfirms information or services arranged: regarding newspaper preferences, dietary preferences, traveling with children, pillows, wake-up calls, time for servicing room, local entertainment or excursions, or other advance requests.

The Ambassador asks the guest to establish a method of payment (unless a guest has Direct Billing) and confirms and collects the method of payment (cash, credit card).

The Ambassador describes "Express Checkout" services to those guests with the approved credit per Sofitel procedures.

The Ambassador asks the guest if he or she minds being contacted by e-mail to complete a guest satisfaction survey. The Receptionist is able to provide an explanation of the Sofitel Email Privacy Policy to the guest.

If the guest accepts, the guest's signature is required in the appropriate area on the Registration card or any appropriate document implemented. (pointed out to the guest).

The Ambassador hands the registration card and a Sofitel pen (and credit card) to the guest and asks for his/her signature after circling the departure date and the room rate (and email area if appropriate).

The Ambassador asks the guest for the names of any additional guests staying in the room and adds the name(s) to the reservation.

The Ambassador inquires about the required number of keys. For security purposes, guestroom numbers are discretely indicated to the guest but never announced aloud.

The Ambassador produces room keys, writes the room number on the key packet and communicates the noon checkout time.

The Ambassador places all registration materials into the desk blotter. The Ambassador discreetly communicates the room number and explains the various key packet components to the guest.

The Ambassador discreetly delivers any waiting messages and packages to the guest.

CLM.1100

CLM.1110

CLM.1120

CLM.1130

CLM.1140

CLM.1150

CLM.1160

CLM.1170 The Butler uses the guest's name during the escort experience.

CLM.1180

CLM.1190

CLM.1200

CLM.1210

CLM.1220

CLM.1230

CLM.1240

CLM.1250 The Butler practices Sofitel problem resolution techniques to resolve any issues.

CLM.1260

CLM.1270

CLM.1271

CLM.1272

CLM.1273 Buffet includes a dairy with 3 types of milk (half skimmed, skimmed and soja).

CLM.1274

CLM.1275

The Ambassador confirms the guest's departure time and return limousine booking is confirmed/ suggested. The Ambassador suggests express checkout.

The Ambassador offers additional services, such as wake-up calls, unpacking, ice delivery, etc.

The Ambassador anticipates guest's needs or offers a personalized recommendation.

If additional services are requested, Ambassador ensures the guest's requests are met. Ambassador introduces the Butler for the escort.

If an escort is declined, the Ambassador explains how to locate the guestroom and how to use the key.

The Ambassador provides a personalized closing that inquires whether there is anything else the Ambassador may do for the guest. The Ambassador wishes the guest a pleasant stay.

The guest is informed about all Sofitel Club Millésime benefits and is escorted to the room by a Club Millésime Butler.

The Butler provides an overview of the property and other helpful information about the facilities during the escort.

The Butler anticipates guest needs based upon what is learned during the escort / delivery process. (Perhaps updating the Guest History profile and sharing the information with other appropriate Ambassador).

The Butler demonstrates how to use the key and opens the guestroom door for the guest.

The Butler describes the guestroom features (such as telephone, television, HVAC, amenities, wake-up calls, etc.) and explains the safety and security features (such as exits, door locks and safes).

The Butler hangs the garment bags in the closet and places suitcases on the luggage rack for the guest.

The Butler offers (and provides if accepted) packing and unpacking services and additional services such as, shoe shine, ironing, obtaining ice or arranging a wake-up call or dining reservations.

The Butler provides a personalized closing using the guest's name and inquires whether there is anything else the Ambassador may do for the guest.

All hot items are served directly from Kitchen (on an "a la carte" basis) and all cold items are displayed on buffet.

The following beverage items and services are available on complementary basis: - Selection of five loose leaves tea including earl grey, Darjeeling, Lapsang Souchong, Sencha Green tea, Jasmine and 3 herbal tea. Coffee: Regular/American served from French Press, Latte, Cappuccino, and Espresso. - Hot chocolate.

Buffet includes three type of yoghurt selection (homemade if possible) served in individual glasses. Packaging and plastic containers are not authorised

Buffet includes Fresh Juices station with five squeezed fruit or vegetable juices, two smoothies. Juice dispensers are not authorised for service

Buffet includes a cereals section with minimum 5 types of Cereals with two organic and Birchler muesli respecting Sofitel Culinary recipes

Buffet includes Viennoiseries with minimum croissants, chocolate roll, and two other danishes. Four type of breads including French Baguette (250g) and two types of toasts (white, wheat)

CLM.1276

CLM.1277 Buffet includes 5 types of cut fruits, 3 seasonal whole fruits and 2 compotes

CLM.1278 Buffet includes minimum one type of homemade jamCLM.1279 Buffet includes two vegetables or salads with condiments

CLM.1281

CLM.1282

CLM.1283

CLM.1285

CLM.1290

CLM.1300

CLM.1310

CLM.1320 A selection of 6 Complimentary wines is available.

CLM.1330

CLM.1335

CLM.1340

CLM.1350 The following beverage items and services are available: Service By Wine Specialist

CLM.1360

CLM.1370

CLM.1375

CLM.1380

CLM.1390 Labels are professionally displayed, clean and positioned correctly.

CLM.1400

Buffet includes cold Meat and smoked fish section including Pork, Turkey Ham, one smoked

Portion displayed on buffet are small to keep freshness and replenish on regular basis

French Toast, Pancake, Waffle, Sausages, Eggs are prepared à la minute. Sausage, Bacon, scrambled eggs, fried noodles, vegetables, dim sum can be displayed on the buffet accordingly to market / regional practices. In any case, food appears fresh and delicious throughout service.

The Viennoiserie Basket is brought to the guest's table and includes at least 2 croissants, 2 other danishes and 2 pieces baguettes (60g. 16 to 18 cm).

Ambassador introduces the Viennoiserie basket, briefly describes its content and propose it to the Guest. If the Guest does not want the Viennoiserie basket, it is brought back.

The following beverage items and services are available on complementary basis: - Selection of five loose leaves tea including earl grey, Darjeeling, Lapsang Souchong, Sencha Green tea, Jasmine and 3 herbal tea. Coffee: Regular/American served from French Press, Latte, Cappuccino, and Espresso. - Hot chocolate, mineral water and soft drinks - selection of fruit juices

The following snack items and services are available: - Three kind of cookies and nuts - Fruit: Apple, Banana - Chocolates - French Macaroons or equivalent pastries

Evening Millésime cocktail tasting is available 365 days per year from 17:30 to 19:30.

The following beverage items and services are available: Tasting by Wine flights style minimum 3 types

A Selection of 30 Wines with 25% French wine is available A la carte and charged at normal price.

The following beverage items and services are available: Tasting of Millésime Champagne

In addition of All day beverages - Beer, Wine, Whisky, Gin, Cognac and Liquors are also available on complimentary basis respecting Sofitel Bar Specification

The following chef's selections are available: on Buffet - Three Cheeses selection, Selection of Cold canapes, three premium cold cut, one smoked fish and appetizers, Vegetables stick with olive paste, tzaziki, hummus and vinaigrette

Selection of hot canapes western and local, mini croque monsieur, mini burger, mini quiche and one vegetarian item are available on a tray passing around seated guests


Labels are using the correct name and spelling of the items in the local language and English. The languages are presented in two different fonts on two different lines.

CLM.1420

CLM.1430

CLM.1440

CLM.1450 Buffet items are consistently replenished and never run below 1/3 full.CLM.1455 Buffet themes are exciting and changed on a daily basis.

CLM.1460 Buffet items are replenished in the service area, never in front of the guest.

CLM.1470

CLM.1480

CLM.1490 Ambassador proactively seeks to fulfill guest desires and special requests.

CLM.1500

CLM.1510 Culinary Ambassador wears clean aprons and hats or hair restraints.

CLM.1520

CLM.1530

CLM.1545

CLM.1550

CLM.1560

CLM.1570

CLM.1580

CLM.1590

CLM.1600

CLM.1610 White wines/champagnes are placed in ice bucket. Red wine on a wine caddy.

CLM.1611

CLM.1612

CLM.1614





Stations are adequately staffed by friendly, smiling, attentive and efficient Ambassador.

Culinary and Club Millésime Ambassador is knowledgeable and can answer questions or make recommendations regarding buffet ingredients and preparation methods.

Ambassador positions themselves in front of the guestroom door security viewer and presses the doorbell three times. Ambassador respects Do Not Disturb indicators and signs.

The Ambassador greets the guest by name in French with "Bonjour/Bonsoir, Madame/ Monsieur", followed by "My name is..(Ambassador name), Would you like a cup of tea Sir/Madam?"

Turndown Tea/Herbal tea is served on authentic tray in a Glass/iron cast or authentic Chinaware tea pot with two small chinese tea cup. Water Boiler is installed closed to the tray for guest service if he is not in his room

The Ambassador provides a personalized closing that inquires whether there is anything else the Ambassador may do for the guest. The Ambassador wishes the guest a pleasant stay.

The Ambassador presents the bottle to the guest. After the guest gives the approval of the wine, the Ambassador opens the bottle.

The Ambassador pours a sample for the guest who ordered the wine and waits for approval.



The bottle is placed near the guest who ordered it, with the label facing the guests. The Ambassador proceeds to refill the glasses accordingly and offer additional wine service as appropriate.

The Club Millésime offers a minimum of 3 Wine Flight Service (other types of Flights being offered).

Wines must be served in identical high quality wine glasses (Riedel, Schott Zweisel, Spiegelau).

The glasses are transferred to the guest's table on a holder left in front of the guest and holder is removed.

CLM.1616

CLM.1618

CLM.1621

CLM.1624

CLM.1628

CLM.1630 The Butler uses the guest's name during the escort experience.CLM.1640 The Butler provides packing assistance upon guest request.

CLM.1650

CLM.1660

CLM.1670

CLM.1680

CLM.1690

CLM.1700

CON.0010

CON.0020 There is a minimum of one Les Clefs d'Or Concierge.

CON.0032

CON.0035 skip "new"

CON.0050 Le Club Accorhotels

CON.0060

CON.0070

CON.0080

CON.0090

CON.0100

CON.0120



The tasting card is of a high quality paper, following Sofitel Wine program printing guidelines.

Ambassador introduces each wine and talk about the Wine Flight concept, the proposed "binding" themes, the other possibilities and other guests' experiences.


The Butler arranges luggage assistance with the Bell/Porter or provides the assistance and escort personally.

The Butler ensures transportation (limousines or taxi) has been arranged and is waiting for the guest.

The Butler provides the weather forecast (printed from BBC or equivalent media) for the guest's next destination.

The Butler provides a personalized closing using the guest's name and inquires whether there is anything else the Ambassador may do for the guest.

The Butler practices Sofitel problem resolution techniques as appropriate to resolve any issues.

The Club Millésime Ambassador updates the Guest History Profile information to note both successful experiences and recommendations and guest satisfaction opportunities to enable better service in the future.

Concierge service is available at least from 7:00 A.M. to 9:00 P.M (after reception is available) by a dedicated Ambassador person.

The Concierge is well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail according to the Sofitel Appearance / Look guidelines.


The Concierge Ambassador has followed up a training program before being released for service. This includes, communication training, PMS, Step Program, Sofitel Packages, property knowledge (features, benefits, services, guestrooms, facilities, location, directions, etc.), Guest History, AlClub...

The Concierge Ambassador is fluent in a minimum of two languages including English.

Concierge Ambassador is friendly, enthusiastic and builds relations with guests and local service providers.

Concierge Ambassador is precise and perform all services accurately and efficiently.

Concierge Ambassador follows all Sofitel Telephone Etiquette standards (calls answered within 3 rings, caller are never placed on hold for more than 30 seconds, etc.)

The Concierge desk and work areas are neat and organized (free of clutter) at all times.

Concierge Ambassador arranges any (legal) service requested by guests - no legal arrangement is impossible.

CON.0122

CON.0130

CON.0150

CON.0160

CON.0170

CON.0190

CON.0220

CON.0230

CON.0250

CON.0260

CON.0270

CON.0280 The Concierge devotes his/her full attention to the guest without interruption.

CON.0290

CON.0300

CON.0310

CON.0320 The Concierge wishes the guest a pleasant experience / day.

CON.0330

The Concierge is able to suggest exclusive attractions / activities within the city (tickets for a show fully booked, last trendy restaurants, new exhibitions…) and is perceived as a City Ambassador.

Concierge Ambassador promotes the property's outlets, spas, events and rituals first (based on the guest request).

For any service requiring a booking (restaurant, tour, show, theater...), the Concierge Ambassador provides the guest a services confirmation card with details such as destination name, reservation date and time, costs, address, etc.) The card includes the Concierge name and property contact information and meets Sofitel specifications.

The Concierge Ambassador has current and accurate maps detailing suggested jogging routes. The maps include a legal safety disclaimer accordingly to the local regulation.

There are jogger amenities available at the Concierge desk or other convenient area for the jogger. The amenities include: - Small bottle of mineral water - Energy Bars - Hand Towels

After promoting property services, the Concierge Ambassador creates a sheet of recommended activities and dining (at least on a monthly basis). The list, professionaly and in line with the Sofitel visual identity, includes both property and local destination recommendations such as: - Restaurant (property and local) - Film - Museum - Sporting - Clubs - Theater - Property Rituals

Sofitel WW Concierge letter ?

The Concierge immediately greets guests with welcoming eye contact and a smile. Eye contact is made at ten feet / 3 meters and a greeting is provided at five feet / 1.5 meter from the workstation.

If the Concierge is busy and cannot immediately greet a guest, the Concierge engages the waiting guest using welcoming eye contact and a smile to communicate service will be forthcoming.

The Concierge greets the guest by name whenever possible in French with "Bonjour/Bonsoir, Madame/ Monsieur", followed by "Welcome" or "Welcome back" in the language of the guest whenever possible or in English.

Concierge uses the guest name at least two times during the service interaction.

The Concierge uses vocabulary that is professional, clear and concise; understandable to all guests, (even with repeat guests familiar with the hotel and Ambassador), avoiding hotel industry or internal jargon (e.g. "RA1 rates", "no show", etc.)

The Concierge practices up-selling and cross-selling techniques to meet the guests requests, always offering the property services first (as appropriate).

The Concierge actively nourishes the Guest History Profile with all relevant information obtained through guest contact and uses it to view other services and preferences in order to create a relationship and personalize service.

The Concierge provides a personalized closing that inquires whether there is anything else the Ambassador may do for the guest.

All concierge Ambassadors must have a business card with their name and phone number (or blank to fill in)

The Concierge follows up with the guest after every recommended service/activity to ensure guest satisfaction. Whenever possible, this follow-up is done in person, phone call or next day in the lobby

CON.0332

CON.0350

CST.0042 PMS: the property is using a referenced Accor PMS.

CST.0044

CST.0046 Point of Sales: the property is using a referenced Accor Point of Sales system

CST.0048 Reservation system: the property is using TARSCST.0051 Desktop software: the property is using the Accor Master softwares.

CST.0052 Back Office: the property is using Grand Back or other Accor referenced system.

CST.0054 The property is connected to Accor Network (accortel)

CST.0056

DEP.0010 Traditional checkout services are available to guests.

DEP.0020

DEP.0030

DEP.0040

DEP.0050 The Receptionist is the first during all guest interactions.

DEP.0060 The Receptionist devotes his/her full attention to the guest without interruption.

DEP.0070

DEP.0071 Desk Blotters are used at check out.DEP.0072 The Desk blotter is perfectly clean and in good condition.

DEP.0073

DEP.0074 Le Club Accorhotels

DEP.0075

DEP.0080

DEP.0090

DEP.0095

Concierge is tracking all items delivered directly to a guest's room (especially shopping bags): time of delivery, room number, guest's name.

The Concierge updates the Guest History Profile information to note both successful experiences and recommendations and guest satisfaction opportunities to enable better service in the future.

Sales & Catering: if there is more than 3 meeting rooms, the property is using a referenced Accor Sales & Catering system.

Guest Satisfaction Survey: the property is using either Medallia or Olakala to track guest satisfaction.

Express Checkout services are available upon request. If the method of payment is by credit card, the guest's folio is placed underneath departing guest's doors (or by other means) by 5:00 AM. The guest's credit card number does not appear on the folio.

The Receptionist immediately greets guests with welcoming eye contact and a smile. Eye contact is made at ten feet / 3 meters and a greeting is provided at five feet from the workstation.

If the Receptionist is busy and cannot immediately greet a guest, the Receptionist engages the waiting guest using welcoming eye contact and a smile to communicate service will be forthcoming.

The Receptionist greets the guest by name whenever possible in French with "bonjour (before the candle ritual) / Bonsoir (after the candle ritual), Madame/ Monsieur", followed by "a few friendly words after the greeting ("Would you like to settle up now?" "You're leaving us already?") in the language of the guest whenever possible or in English.


The Desk blotter contains at least one clean Sofitel envelope a generic hotel business card and an AlClub Flyer.

The receptionist enquires, if appropriate, if the guest needs any luggage assistance.

Receptionists use the guest's name three times (greeting, middle and/or closing) during the Check Out process.

The Receptionist shows interest in the guest, inquires about the guest's stay and controls that the guest is not leaving the hotel unhappy ("Did you enjoy your stay with us?" "What could have we done to make your stay even more satisfactory?"…).

If the Guest is showing some form of unsatisfaction, the receptionist enquires whether the issue can be resolved rapidly or not: no Guest leaves unhappy!

DEP.0100

DEP.0110

DEP.0120

DEP.0130 The Receptionist immediately corrects any inaccuracies discovered.

DEP.0140

DEP.0150

DEP.0160

DEP.0170

DEP.0175

DEP.0190

DEP.0195 Le Club Accorhotels

DEP.0200

DEP.0205

DEP.0210

DEP.0220 Ambassador are aware of and use the guest's name during luggage assistance.

DEP.0230

DEP.0260 The Bell / Porter carefully handles, loads and transports luggage.

DEP.0270

DEP.0280 The Bell / Porter is conversant with guest while providing assistance.

DEP.0290 The Bell / Porter follows luggage storage standards if applicable.

DEP.0300

DEP.0305

DEP.0310 The Bell / Porter thanks the guest and whish him for example "Bon retour").

All bills are accurate (name, address and amounts), up-to-date and clearly formatted for easy comprehension and meet Sofitel financial and brand specifications.

The Receptionist processes all departure formalities discreetly and in strict confidentiality.

The Receptionist discreetly verifies and reviews checkout folio with the guest. The Receptionist hands the guest a copy of the room account to the guest (if the guest does not have a current printed account) and invites the guest to review the account.

For guests with an account balance on the guest pay folio, the Receptionist discreetly reviews the charges, verifies payment method and processes payment. The Receptionist asks for the guest's approval before processing the payment.

The Receptionist hands the guest a Sofitel pen and the folio for signature to authorize the payment.

For guests with zero or no account balance, Receptionist offers to provide an updated folio.

The Receptionist provides all folios and a receipt (into an envelope if approved by the guest) meeting Sofitel brand identity standards.

Whenever possible, the receptionist goes around the desk and hands over the invoice from the lobby rather than behind the desk.

The Receptionist warmly thanks the Guests, provides a personalized closing that inquires whether there is anything else the Ambassador may do for the guest and invites the guest to return.

For repeat Guests and AlClub members, the Receptionist thanks the Guest for his/her loyalty.

The Receptionist follows up with "We look forward to seeing you again soon". The Receptionist wishes the guest a pleasant onward journey ("bon voyage")

All top VIP Guests are met and escorted to the door by a member of the Management team or the Guest Relations.

All departing Guests are acknowledged by the Ambassador with pleasant eye contact, a warm smile and a sincere farewell.

For departing guests, if an immediate luggage pick-up is not possible, luggage is picked-up within 15 minutes for urban hotels and within 30 minutes of the request for resorts.

Add 1 standard about the groom's attitude : check forgotten items in the room, check the luggage locks …

Gabor this is done in Dubai if I remeber well MPN

The Bell / Porter helps the guest verify all belongings are accounted for before departing the room.

The Bell / Porter provides a personalized closing that inquires whether there is anything else the Ambassador may do for the guest.

If the guest is leaving by taxi, bell boy/doorman/valet asks the destination address and communicates it to the taxi driver.

DEP.0320

DEP.0325 The Guest is notified a time of delivery.DEP.0330 The Valet retrieves the correct vehicle within the quoted period.

DEP.0340

DEP.0350

DEP.0360 The Valet references the parking tickets for the guest's name.DEP.0370 The Valet positions the car appropriately in the Porte Cochère.

DEP.0380

DEP.0390

DEP.0400 The Doorman / Valet confirms the amount of luggage in the guest's possession.

DEP.0410

DEP.0420

DEP.0430

DEP.0435

DEP.0440

DEP.0450 The Doorman / Valet provides a farewell at eye level to children when appropriate.

DEP.0460

DIN.0010

DIN.0020

DIN.0030

DIN.0042

DIN.0045

DIN.0050

If the Guest is requiring his/her car, Valet kindly asks for a name and a room number. For non staying Guests, a check number is requested.

The Valet returns the vehicle with the radio and seat positions unchanged from when the guest parked the car.

Bottles of water are placed into the car befor its return to guests(1 bottle per person)

The Valet removes all tickets from the car key if the guest is checking out.

The Valet proactively approaches and greets the guest (by name), is conversant (thank the guest and invite him/her to return) and provides additional services such as assisting with luggage (if applicable) or providing accurate directions.

The Doorman / Valet provides luggage assistance to the vehicles; loading and handling luggage efficiently and carefully. The largest and heaviest items are loaded on the bottom of the vehicle trunk. The lighter items are placed at the top.

The Doorman / Valet assists guests as they depart the property by opening and closing doors (of the hotel and vehicle).

The Doorman / Valet enquires about Guest's destination and provides driving directions if needed (eg: map, itinerary…)

The Doorman /Valet provides a personalized closing that inquires whether there is anything else the associate may do for the guest.

For top VIP (level 4 to 5), Doorman or Valet or Concierge or Management or Guest Relations stay outside until car is out of sight.

The Doorman / Valet extends a thank-you and closes interactions with a pleasant parting comment (Bon Voyage/an enjoyable onward journey), inviting the guest to return.

Using the guest's name when known

Every Ambassador member (including back office) greets every guest when crossing the lobby.

Lunch is served at a minimum from noon to 15:00 in a minimum of one restaurant (local custom may dictate extending the hours, but minimum hours are met).

Dinner is served at a minimum from 19:00 to 22:30 in a minimum of one restaurant (local custom may dictate extending the hours, but minimum hours are met).

The restaurant is ready to provide service 15 minutes before scheduled opening and 15 minutes after posted closing times.


Ambassador wears their full uniform including the nametag and jewelry according to the restaurant concept/specifications.


DIN.0060

DIN.0070 The Ambassador uses clear and understandable terminology with the guests.

DIN.0080 The Ambassador has a good command of English and local language.DIN.0092 Food is attractive and elegantly presented.DIN.0094 Food is served at the correct temperature.DIN.0096 Food is cooked as guest requirement

DIN.0098 is

DIN.0100 The Manager's presence is visible and the room is perceived well managed.

DIN.0110

DIN.0120

DIN.0140

DIN.0150

DIN.0165

DIN.0170

DIN.0180

DIN.0190

DIN.0200 Light bulbs are energy efficient, in working order.

DIN.0210

DIN.0220

DIN.0310

The Ambassador is knowledgeable about menu items including, preparation methods, ingredients, wine pairing, etc. and is able to make recommendations and provide information.

Food appears fresh and delicious. Food and beverages items have good flavor and texture (fresh, taste good and not over- or under-cooked).



The environment (lighting levels, air quality, music and temperature) matches the theme and décor of the restaurant.


According to the concept of the restaurant, after the sunset, the restaurant sets up the candles ritual: lights are dimmed and candles put in placed following the Sofitel Candle Ritual guidelines.


Noise levels from service areas or adjacent public areas are not audible in the restaurant. Noise from the restaurant does not disturb adjacent public areas or guestrooms.

Lighting fixtures are clean (no dust or cobwebs) and firmly attached to the wall or ceiling. Chandeliers, shades and sconces are well maintained.


Tables and chairs are clean and well maintained (including tops, bases and legs). The upholstery materials are in excellent condition (not worn, punctured or faded) and clean (free of crumbs, stains and dirt). Tables are properly positioned and aligned within the restaurant. Mirrors and artwork are clean (free of dust, streaks, and smudges) and maintained in good condition (free of cracks, fading, etc.) and hung properly. Floors and carpets are in safe condition, well maintained (free of spills, carpet buckling, tears, rips, burns, etc.) and clean, (free of crumbs, dust, lint, stains and smudges; carpet corners are clean). Doors/Walls/Ceiling/Paint/Windows and other surfaces are clean (free of marks, top free of dust and lint, edges and frames clean, handle of knob clear and clean, hinge facing and door frame clean, door vent clean and free of dust and lint, glass surfaces clean and streak free).

Doors/Walls/Ceiling/Paint/Windows and other surfaces are clean (free of marks, top free of dust and lint, edges and frames clean, handle of knob clear and clean, hinge facing and door frame clean, door vent clean and free of dust and lint, glass surfaces clean and streak free).

DIN.0490

DIN.0500

DIN.0540

DIN.0550 Service ware sized for children is available including cups with lids.DIN.0560

DIN.0570 A children's activity (such as a coloring book) is available and offered to children.

DIN.0580

DIN.0590 Children are addressed at eye level when providing service.DIN.0600 Children are always served first.DIN.0610 Vacated tables are cleaned and re-set immediately.

DIN.0620

DIN.0670

DIN.0680 Lunch and dinner place settings include a water glass and wineglass.

DIN.0690

DIN.0700

DIN.0710

DIN.0720

DIN.0730 Appropriate menus are presented for each meal period: lunch and dinner.

DIN.0740

DIN.0750

DIN.0760 Physical Menus and beverage lists are presented in English and the local language.

DIN.0780

DIN.0790 Local and seasonal specialties are available on the menu.

A rest bags footstool for ladies bags or a bag hanger is available and proposed (at least within fine dining restaurant).

Daily newspaper(s), including at a minimum local, international and French edition (on-line editions are accepted) are available and in excellent condition displayed at the entrance on a stand.

Children's amenities such as a high chair and booster seats are available. High chairs and booster seats are in excellent condition and immaculately clean and sanitized.

A children's menu is available on children's size.

Children are welcomed with gracious hospitality and when known using children's first name.

Tables are covered in clean (free of stains, crumbs, spots, etc.), well maintained (free of holes and frays, etc.) and properly pressed high quality linens meeting Sofitel specifications (100% cotton). Table linens are properly positioned and centered on the table. Napkins are linen (100% cotton) meeting Sofitel specifications. Napkins are pressed, folded and clean, free of holes, tears, frayed edges and stains. Table tops include clean and full salt and pepper shakers. (No toothpicks or sugar bowls are set at lunch and dinner). Table settings include dining knives and forks. Flatware is clean, polished and properly placed on the table.

High quality glassware is clean, free of cracks, chips and silica haze. Correct style and range of glassware is available and used for each beverage (i.e. red wine glass for red wine, etc.)


Matching china, glassware, flatware and linen is used in each outlet (mixed styles are unacceptable.)

According to the concept and design of the restaurant, fresh and healthy (clean water) flowers or plants are in place following Sofitel botanical guidelines.

A crystal or porcelain ashtray is placed on the tables in the smoking section (matches are available).

All menus are current (all items are available) and accurate (correct pricing and spelling).

Physical Menus are in excellent condition and spotless. Physical menus are laser-printed on premium quality paper. Font is appropriate to theme of the restaurant and is big enough for an easy reading.

A la Carte Western restaurant Lunch & Dinner menus meet the minimum standards with 5 Appetizers, 5 main dishes and 5 desserts (including one French pastry)

DIN.0800

DIN.0802

DIN.0805 Menu is reflecting the concept of restaurant respecting authenticity and Simplicity

DIN.0810 Menus and beverage lists are used for up-selling.

DIN.0830

DIN.0855

DIN.0910

DIN.0930

DIN.0940 Bottled water is suggested at all meal periods by the wait Ambassador.

DIN.0950

DIN.0960 The soft drink is poured at the table by the waiter.

DIN.0970 Beers are served in the appropriate style of clean and well maintained glassware.

DIN.0980

DIN.0990 Champagne is served in chilled champagne flutes.

DIN.1010

DIN.1020

DIN.1030

DIN.1040

DIN.1050 Cf point de Thierry

DIN.1060

DIN.1065 suppr

DIN.1080

The menu options are broad and appeal to a wide variety of guests and include: - A selection of vegetarian or vegetable dishes for appetizers and main course- A balance (depending on seasons) between cold and hot appetizers - At least two specials of the day (appetizer and main course)

The menu includes at least one low fat starter, one low fat main dish and one low fat dessert.

All reasonable guest requests for special ingredients, preparation methods or menu items are accommodated with courtesy and care. Tout est possible!

For aperitif or after dinner, beverage menu from the bar is available upon request. Quality of drinks and service remains same.

Champagne by the glass includes a minimum of two selection (one brut and rosé or vintage)

Champagne by the bottle (normal bottles) include a minimum of 3 brut, 2 rosé, 2 Millésime and 2 tête de cuvée.

Sparkling or flat water in bottles are

proposed to the guests

The water is poured at the table by the waiter. The bottle is left on the table until empty. Waiters ask permission and refill water according to guest wishes.

Wine is served in the appropriate premium quality (Riedel, Schott Zweisel, Spiegelau, etc.), clean and well maintained glassware based on the category of the wine (white, red, desert, champagne, etc.)

Spirits and cocktails are served in the appropriate high quality, clean and well maintained glassware with the appropriate garnishes.

According to the concept of the restaurant, there is a focal point of cheese display (at least at one restaurant). The Cheese display attracts guests' attention and is showcased in the restaurant and demonstrating our "passion for cheese".

According to the concept of the restaurant, there is a focal point of bread display (minimum 3 types of bread for Western restaurant). The bread display attracts guests' attention being showcased in the restaurant and demonstrating our "passion for bread".

According to the concept of the restaurant, there is a focal point of wine display. The wine display attracts guests' attention being showcased in the restaurant and demonstrating our "passion for wine".

Wine lists meet Sofitel Main Restaurant Guidelines including: A minimum of 100 selections of wines, the best selection of French (25% French wines excluding champagne), international and local wines.

Wine lists meet Sofitel Wine Program specifications including: A minimum selection of 15 16 wines by the glass (4 French selections, one red, one white, one rose/dessert).

Wine by the glass is 150 ml minimum or 450 ml by the carafe

The Ambassador is knowledgeable regarding wine and food pairing and is able to make suggestions from the wine list to accompany the items on the a la carte and buffet menus.

DIN.1090

DIN.1100

DIN.1290

DIN.1300

DIN.1310

DIN.1320 Ambassador uses the guest / caller's name at least once during the call.

DIN.1330

DIN.1340

DIN.1350

DIN.1360

DIN.1370

DIN.1380 Reservation commitments and special requests are planned for and met.

DIN.1390

DIN.1400 Eye contact

DIN.1410

DIN.1420

DIN.1430

DIN.1440

DIN.1450

DIN.1460

3 minimum Wine Flight service are proposed at dinner (other types of flights also being proposed).

White wines/champagnes are placed in ice bucket. Red wine on a wine caddy/coaster.

Sofitel Telephone Etiquette standards are met by Ambassador answering reservation calls. Calls are answered within three rings; callers are never placed on hold for longer than 30 seconds, etc.

Telephone ringers are set to an unobtrusive level and conversational voices from Ambassador on the telephone do not disturb dining guests.

Ambassador greet callers saying "[Name of the outlet ], reservations service bonjour (before 5pm or before the candle ritual) / Bonsoir (after 5 pm or after the candle ritual), (Ambassador Name) at your service."


When reservation times are not available, Ambassador suggests alternative times or days.

Ambassador accurately gathers and records the following information: - Date and day of the week for the reservation - Time of the reservation - Name of person calling - Number of guests - Best phone number to reach the party/room number or the property where they are staying (in case they are from another property) - Smoking or nonsmoking - Special requests (birthday, anniversary, view, bottle of wine, cake, highchair, allergies, etc.)

Ambassador repeats the important reservation information back to the caller such as date, time, number in party, name of party, and any special requests.

If a guest calls to cancel a reservation, Ambassador expresses appreciation for the call and offers a reservation at another time or date.

Ambassador shares specific reservation information such as guest names, special occasions and requests to ensure guest recognition by all appropriate Ambassador.


All guests are greeted by the Ambassador with pleasant eye contact, a warm smile and "bonjour (before 5pm or the candle ritual) / Bonsoir (after 5 pm or after the candle ritual) Madame" (if it is a woman), "bonjour (before 5 pm or before the candle ritual) / Bonsoir (after 5 pm or after the candle ritual) Monsieur" (if it is a man) and a pleasant sentence as "how was your day ?" ... then in English or the local language.

The Ambassador verifies whether the guest has a reservation. If so, the Ambassador confirms the guest's name, room number, number in the party and special requests or occasions.



The Ambassador verifies smoking preference (if applicable) and offers the best table based upon availability and staffing.

If a table or location is not available, the Ambassador offers to seat the guest in a waiting area or the bar with the promise of seating at the next available table meeting their request (based upon the current waitlist).

DIN.1470 An accurate wait time is provided to the guest.

DIN.1480

DIN.1490 Newspapers and magazines are offered to waiting guests and guests dining alone.

DIN.1500

DIN.1510

DIN.1550 Ambassador pulls chairs out for guests, beginning with the eldest woman first.

DIN.1570

DIN.1610

DIN.1620

DIN.1630

DIN.1640

DIN.1650

DIN.1660

DIN.1670

DIN.1680

DIN.1690

DIN.1700

DIN.1720

DIN.1730

DIN.1740 Ambassador thanks the guests for the order.

DIN.1750

DIN.1770

DIN.1780

This point should be added for breakfast

too

Ambassador maintains communication with waiting guests and meet commitments as quickly as possible and within the time quoted.

For walk in guests, the Ambassador seating the guests ensures the tables are properly prepared prior to seating (clean, with menus, etc.)

For booking, the Ambassador escorts the guests to prepared table that meets their preference (correct number of place settings and chairs, non-smoking, near window, etc.)

Ambassador hands the guests the correct clean menu for the meal service in a clockwise motion around the table; eldest woman first with the host being last. Menus are presented from the right with the right hand.

Ambassador offers/presents bar and wine list to the guest and proposes specific aperitifs and/or cocktails based on the seasonal and local or clientele preferences (a must for dinner, upon discretion for business lunches)

The Ambassador follows up with the proper service questions regarding the guest's beverage order (on the rocks, with a twist, etc.)

The Ambassador offers the choice of sparkling or still water, large or small bottle to the guest.

Ambassador returns with the aperitif /beverages within three minutes of the order, serving ladies first. Orders are complete and accurate.

Ambassador checks back with the guest within one minute to ensure satisfaction. Ambassador responds immediately to any concerns or complaints and acts to correct the situation.

Ambassador observes the table, waiting five to ten minutes to approach tables that have ordered an aperitif (a must for dinner).

When the guests are ready to order, the Ambassador uses up-selling techniques to describe buffet or a la carte featured menu items such as, the local specialties, the daily specials, and signature dishes.

The Ambassador is expressive and enthusiastic, mentioning best selling items and making recommendations. The Ambassador proposes starter dishes, main course dishes, side dishes.

The order-taker is able to describe the hours, features, and services of all other food and beverage outlets.

The order-taker is knowledgeable about the menu offerings, portion sizes and method of preparation and known food allergies.

Ambassador comments positively on the items chosen, records the meal orders and poses service questions regarding each specific item ordered (dressings, cooking temperatures, etc).


Ambassador acts to satisfy special dietary or preparation requests posed by the guest and helps expedite these requests with the culinary Ambassador.

The Ambassador removes the food menus (and wine list if wine has also been ordered), and thanks the guest(s).


DIN.1790

DIN.1800

DIN.1820

DIN.1830 Ambassador serves ladies and children first, gentlemen second and then the host.

DIN.1840

DIN.1850

DIN.1860

DIN.1870

DIN.1880

DIN.1890

DIN.1900

DIN.1910

DIN.1920

DIN.1930

DIN.1940

DIN.1950

DIN.1960 Wines in the flight are served in identical high quality wine glasses.

DIN.1970

DIN.1980

DIN.1990

The Ambassador describes the different types of bread and paired accompaniments.

The butter is fresh, open and covered with grease proof paper or cloche and open in front of the Guest, never pre-packaged and never displayed on buffet.

Ambassador changes the ashtrays (if applicable) and refills the water and wine glasses throughout the meal.

The Ambassador brings the appropriate wine glassware and cutlery to the table based on the full order (cutlery for starter, fish, meat, soup, etc. / glasses for red, white, vintage wine, etc.). Service items are placed in front of the appropriate guest from the right side (or left side if the guest is left handed).

Ambassador clears aperitif / drink glasses if empty and with the permission of the guest.

Ambassador delivers first course items within 10 minutes of the point in which the order was taken; serving all food items from the right side of the guest.

Ambassador inquires about additional service and wishes the guests a pleaseant meal (for example "Bonne continuation", "Enjoy your meal").

Ambassador checks back with the guest within one minute of serving a la carte or after the guest visits the buffet to ensure satisfaction. Ambassador responds immediately to any concerns or complaints and act to correct the situation.

Ambassador clears the plates and used cutlery between each course when the guest finishes (if more than one guest, Ambassador waits until everyone is finished). The necessary cutlery is replaced for the next course. The Ambassador clears and replaces all plates and cutlery from the right side of the guest (or left if the guest is left handed).

Ambassador delivers second course items within 10 minutes of clearing the first course items.

Ambassador properly positions the plates in front of each guest. Ambassador serves appropriate condiments with the entrees.

Ambassador inquires about additional service and wishes the guests a pleasant meal (for example "Bonne continuation", "Enjoy your meal"...).

Ambassador checks back with the guest within one minute of serving a la carte or after the guest visits the buffet to ensure satisfaction. Ambassador responds immediately to any concerns or complaints and acting to correct the situation.

Ambassador offers additional water and wine service when glasses are 1/4 1/3 full; beverage service is attentive and discreet; not pushy.

The Ambassador (Sommelier/wine expert/waiter) arrives at the table after the food order is taken, introduces him/ herself and offers assistance with the choice of wine, informing of the availability of "wine by glass" or "wine flight". The Ambassador answers relevant questions -if any- from the guest.

During the Wine flight

The glasses are transferred to the guest's table on a holder left in front of the guest and the holder is removed.




A flight card with the description of the wines must be presented with the flights and the Guest is offered to write their comments.


DIN.2000

DIN.2050

DIN.2060

DIN.2070

DIN.2080

DIN.2090

DIN.2100

DIN.2110

DIN.2120

DIN.2130

DIN.2140

DIN.2160 The Ambassador is able to describe the pastries and available deserts.

DIN.2170

DIN.2180

DIN.2190

DIN.2200

DIN.2210

DIN.2220

DIN.2230

DIN.2240

DIN.2250

DIN.2260 Ambassador gains permission from the guest before clearing items from the table.

The Ambassador introduces each wine and talks about the Wine Flight concept, the proposed "binding" themes, the other possibilities and other guests' experiences.


The Ambassador presents the bottle to the guest. After the guest acknowledge the selection gives the approval of the wine, the Ambassador pours a sample for the guest and waits for approval.



The bottle is placed near the guest who ordered it, with the label facing the guests. The Ambassador proceeds refill the glasses accordingly and offer additional wine service as appropriate.

According to the concept of the restaurant, the Cheese trolley or a la carte choices are well represented and are brought to guests' attention.

According to the concept of the restaurant, there is a minimum of five choices of cheese (Cheese Ritual), one goat cheese, one cow, one sheep and one of French origin.

The Ambassador is able to describe the flavor profile, texture, origin and type of cheese to the guest.

According to the concept of the restaurant, if the guest orders cheese, new plates, a small fork and knife, and fresh selection of bread and butter are set in front of the guest.

According to the concept of the restaurant, the Ambassador up-sells spirits such as Porto or desert wines to compliment the cheese selection made by the guest.

Point open to exemption

According to the concept of the restaurant, there are a minimum of six 5 pastries (following Pastry ritual and including two French classic) for lunch and dinner presented on a trolley or , on a tray or "a la carte".

Point open to exemption

The Ambassador suggests beverages, including coffees, liqueur, coffee, tea, digestives and liquors. Ambassador determines whether the guest wishes to have beverage with or after his dessert / cheese.

Ambassador delivers the dessert, ice cream, cheese to the table (within five minutes of ordering).

Ambassador comments positively on the items chosen, records the orders and poses service questions regarding each specific item ordered (sauces, accompaniments, sugar, cream, etc).


Ambassador delivers the hot beverages to the table and a sugar bowl (contains white, brown and low calorie choice), cream, lemon and other appropriate accompaniments.

Ambassador delivers the digestive / liquor (within 3 to 5 minutes of clearing dessert plates).

Ambassador clears dessert, cheese, ice cream plate, and used cutlery as the guests finish.

Ambassador changes the ashtrays (if applicable) and removes all empty glassware, bottles. Water glasses remain on the table.

At the conclusion of the meal, the manager / the Ambassador offers additional service and verifies satisfaction. The manager / the Ambassador responds immediately to correct any unsatisfactory situation using Sofitel problem resolution techniques.

DIN.2270

DIN.2290 Ambassador collects payment in a timely manner.

DIN.2300

DIN.2310

DIN.2320

DIN.2330

DIN.2340

DIN.2350

EMP.0010

EMP.0020 The air quality is fresh and clean.

EMP.0030

EMP.0040 Light bulbs are energy efficient, in working order.

EMP.0050

EMP.0060

EMP.0070 Corridors are neat, clean and not obstructed.

EMP.0080

EMP.0090

EMP.0100

EMP.0110

EMP.0120

EMP.0130 The locker rooms are designated non-smoking areas.EMP.0140 High quality locker room facilities are provided.

EMP.0150

EMP.0160 Showers are in excellent condition, with ample hot water and water pressure.

EMP.0170

Upon request from the guest, Ambassador presents an accurate check in a clean, well maintained folder/tray meeting Sofitel specifications with a working pen. A business card of the hotel/outlet is also provided.

For Resort Hotels, business cards of the outlets are not

mandatory


The Ambassador provides a final offer of assistance, thanks the guest and wishes a good continuation. and invites he/she to return.


Ambassador offers assistance with chairs once the guest decides to depart from the restaurant. Guests are helped with their coat, returned their umbrella or other items.

All members of Ambassador offer appropriate hospitality comments while guest departs the restaurant (i.e.: Merci! Enjoy the rest of your day!)

The Lunch/Dinner Ambassador updates the Guest History Profile information to note both successful experiences and recommendations and guest satisfaction opportunities to enable better service in the future.



Ceilings, walls, floors and windows are clean; free of dust and smudges. Paint and surfaces are free of damage. Ceiling vents and panels are clean and free of dust and lint.

Back of the house storage areas are properly maintained, clean and in good condition. Storage areas are not overly stocked with items that would cause safety concerns. Storage areas are properly lit. Storage areas are properly secured.

The stairwell flooring is slip resistant and does not present tripping hazards. Signage for the stairwells is in place and is clear and concise. Stairwells are not used for permanent or temporary storage areas, are well maintained and meet all local fire codes.

Posters presenting Sofitel/ Accor values are displayed in the main Ambassador's corridor.

The weekly Guest Satisfaction scores are displayed in the main Ambassador corridor.

There are high mirrors positioned on the back/near of each door opening to a guest area, well fixed and clean.

Locker rooms are designated with appropriate signage. Signage meets Sofitel specifications.

Locker rooms are immaculate, including lockers, vanity, floors, stalls, sinks, soap dispensers, toilets (seats, bases, etc.) and mirrors.

There is ample space to accommodate changing of clothes. Ample clean and well maintained lockers with locking devices are available. Lockers are in excellent condition, clean and fresh smelling.

EMP.0180 Benching is available and in excellent condition and clean.

EMP.0190

EMP.0200

EMP.0210

EMP.0220


EMP.0240

EMP.0250 The Sofitel grooming standards posters are displayed.EMP.0260 Sink areas are dry.

EMP.0270

EMP.0280

EMP.0290

EMP.0300 There is an ample supply of clean towels, free of stains and tears.EMP.0310 All supplies are well stocked. Dispensers are clean and well maintained.

EMP.0320

EMP.0330

EMP.0340 Plumbing fixtures clean, free of dust, spots and streaks.

EMP.0350

EMP.0360

EMP.0370 The air quality is fresh and clean.

EMP.0380

EMP.0390


EMP.0410

The environment is comfortable (lighting levels, music volume, air quality, and temperature). Air quality is fresh. Ventilation systems are working properly.

Ceilings, walls, floors and windows are clean; free of dust and smudges. Paint and surfaces are free of damage. Ceiling vents and panels are clean and free of dust and lint. Ceilings in showers are clean, well maintained and free of mold and mildew.

Floors in showers are, slip resistant, clean, well maintained and free of mold and mildew.

Lighting fixtures are clean (no dust or cobwebs) and firmly attached to the wall or ceiling. Light bulbs are energy efficient, in working order. Ceiling fixtures, shades and sconces are well maintained.

Mirrors ("hauteur d'homme"), artwork and décor elements are clean (free of dust, streaks, and smudges) and maintained in good condition (free of cracks, fading, etc.) Mirrors and artwork are hung properly.

Debris is not evident and waste receptacles are emptied well before waste overflows.

A sufficient number of clean and well maintained hair dryers is supplied (on request or fixed to the wall at the vanity area.

Ample quality locker room amenities are provided for Ambassador on request or into vending machines using the facility and meet Sofitel specifications. The amenities are properly positioned in the vanity and shower areas as appropriate. Amenities are well stocked, organized, clean and include: - Shaving Kits (in closed plastic) - Dental Kits (in closed plastic) - Shoe Care Kit - Deodorant - Shaving cream - Anti-bacterial soap (bulk in dispensers in the shower and sink areas) - Shampoo (bulk in dispensers in the shower) - Conditioner (bulk in dispensers in the shower)

There is a container available for soiled towels. The container is emptied before it is full and towels are not allowed to remain on the floor.

Toilet bowl clean inside and outside, no stains, streaks or residue; toilet seat clean, free of spots, stains and streaks; base of toilet free of soils buildup and stains.

Each stall has a door with an operable privacy lock. Hooks are available in each stall.


Artwork and décor elements are clean (free of dust, streaks, and smudges) and maintained in good condition (free of cracks, fading, etc.) Artwork are hung properly.

Lighting fixtures are clean (no dust or cobwebs) and firmly attached to the wall or ceiling. Light bulbs are energy efficient, in working order. Ceiling fixtures, shades and sconces are well maintained.

Furnishings and fixtures are good quality - in excellent condition (free of nicks, scratches, chips, cracks); clean and well maintained and in proper working order.

EMP.0420 Tables and chairs are clean and well maintained (including tops, bases and legs).

EMP.0430 Tables are properly positioned and aligned within the dining room.

EMP.0440

EMP.0450

EMP.0460

EMP.0470

EMP.0480

EMP.0490

EMP.0500

EMP.0510 Culinary Ambassador wears clean aprons and hats or hair restraints.FIT.0010 The Sofitel property has a Fitness centre.

FIT.0020

FIT.0032

FIT.0035

FIT.0040

FIT.0160

FIT.0170

FIT.0200

FIT.0210

FIT.0230

FIT.0240

FIT.0250 The Fitness Centre air quality is fresh and clean.

FIT.0260

FIT.0270

FIT.0280

Ceilings, walls, floors and windows are clean; free of dust and smudges. Paint and surfaces are free of damage. Ceiling vents and panels are clean and free of dust and lint.

Food and Beverages items are attractively presented and held / served at the correct temperature.

Food and Beverages items look equally appealing throughout service (beginning until end). Food appears fresh and delicious throughout service.





The fitness facility is attended from 6:00 a.m. until 10:00 p.m. seven days per week or according to local regulation and mix of guests.

The Fitness Centre Ambassador (whether employed or contract) is well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail according to the Sofitel Appearance / Look guidelines.


All positions (whether employed or contract) have successfully completed the Sofitel Induction before being released to service

Daily newspaper(s) are available and in excellent condition displayed at the entrance on a stand.


The environment (lighting levels, air quality, music and temperature) matches the theme and décor of the Fitness Centre.


There are upscale custom designed and well-appointed light fixtures, complementing the overall theme of the Fitness Centre. There is excellent overall illumination.

There is a fresh flower arrangement with clean water displayed in the Fitness Centre. Water is clean and clear.

The music reflects the identity of the property / Fitness Centre and is adjusted according to the time of day or mood to be established accordingly to the Sofitel Music Guidelines. Music is always played. There are no intervals of silence.

Noise levels from service areas or adjacent public areas are not audible in the Fitness Centre.

The Fitness Centre is welcoming, organized and in impeccable condition regardless of the time of day.

FIT.0290 Sufficient supplies are stocked for guest use regardless of the time of day.

FIT.0300

FIT.0310

FIT.0320

FIT.0330 The equipment placement is optimal with sufficient space between machines.

FIT.0340

FIT.0350

FIT.0360 All equipment is in proper working order.

FIT.0370

FIT.0380

FIT.0390 A water cooler with paper cups and or chilled bottled water is provided.

FIT.0400

FIT.0410

FIT.0420

FIT.0430

FIT.0440

FIT.0450

FIT.0460 Light bulbs are energy efficient, in working order.FIT.0470 Flooring is dry unless located in wet areas, in which flooring is non-slip.

FIT.0480

FIT.0490

A pricing list/brochure of services is available for review by the guest before charges are incurred. Fitness Centre materials are presented in English and the local language.

Service listings, brochures and other collateral materials are laser printed or professionally produced. Materials are current, clean and well maintained.

An extensive variety of state of the art fitness equipment is available meeting Sofitel specifications.

Fitness Centre furnishings and equipment are dust free, immaculately cleaned and sanitized. Equipment is sanitized after each use. Floor under the equipment is dust free.

Cloths and sanitizing chemicals are provided for guests to sanitize the machines after each use. There are sufficient sanitizing supplies stocked in the exercise area with signage to instruct guests on the use and availability of the supplies.

Maintenance and Engineering are notified immediately of any facility or equipment problem. Any equipment in need of repair has an "out of service" sign placed on the equipment. The expected date when repairs are to be completed is posted. Repairs are completed within 48 hours. Signage is not handwritten.

Appropriate sized televisions with remote controls are provided and positioned for maximum viewing. Television reception is perfect. Televisions are clean and operating properly.

A no-dial house telephone programmed directly to the Internal Call Centre (if staffed 24 hours per day or the hotel Operator) is available in a central accessible location in the exercise areas and locker rooms.

Telephones are wheelchair accessible per local regulations. The phone is properly labeled with emergency instructions. Associates answering calls dialed from emergency phones are trained on emergency response procedures.

A wall-mounted clock displaying the accurate time is positioned for maximum viewing in the Fitness Centre areas.

Professionally designed signage is installed providing information on the use of equipment and health precautions and also a "Use at Your Own Risk" warning sign. Clear instructions for the use of each piece of equipment must be displayed on or adjacent to the equipment. The signage is available in the local language and English at a minimum. Any other local regulations must be met.


Mirrors, artwork and décor elements are clean (free of dust, streaks, and smudges) and maintained in good condition (free of cracks, fading, etc.) Mirrors and artwork are hung properly.

There is an ample supply of clean high-quality fitness towels, meeting Sofitel specifications, free of stains and tears.

There is a container available for soiled towels. The container is emptied before it is full.

FIT.0500 A selection of fresh fruits is available at the reception area.

FIT.0510

FIT.0520 The locker rooms are designated non-smoking areas.

FIT.0530

FIT.0540

FIT.0550

FIT.0560

FIT.0570 Benching and other furniture are in excellent condition and clean.

FIT.0580

FIT.0590 Air quality is fresh and mildly scented. Ventilation systems are working properly.

FIT.0600

FIT.0640

FIT.0650

FIT.0660

FIT.0670 All supplies are well stocked. Dispensers are clean and well maintained.

FIT.0680

FIT.0690

FIT.0700

FIT.0710 Wet bags are provided in the locker room for wet clothing and swimwear.

FIT.0720 Showers are in excellent condition, with ample hot water and water pressure.

FIT.0730 Sink areas are dry.

FIT.0740

FIT.0750

Locker rooms are designated with appropriate signage. Signage meets Sofitel specifications.

Upscale and first class locker room facilities, in keeping with the theme of the spa, are provided.

The music in the locker rooms reflect the identity of the spa and is adjusted according to the time of day or mood to be established accordingly to the Sofitel Music Guidelines. Music is always played. There are no intervals of silence.

Locker rooms are immaculate, including lockers, vanity, floors, stalls, sinks, soap dispensers, toilets (seats, bases, etc.) and mirrors.


The environment (lighting levels, air quality, music and temperature) matches the theme and décor of the property.

Ceilings, floors, doors and walls in lockers and showers are clean, well maintained and free of mold and mildew.

Ample premium quality locker room amenities are provided for guests using the facility and meet Sofitel specifications.

Amenities are properly positioned in the vanity and shower areas as appropriate. Amenities are well stocked, organized, clean and include: - Cotton swabs (in closed plastic) - Shower bonnets (in closed plastic) - Small nail files (approx 8 cm) - Small black comb with large teeth (in closed plastic) - Loofah/sponge (in closed plastic) - Deodorant - Shaving cream - Disposable razors - Lotion - Anti-bacterial soap - Hair gel - Mouthwash - Shampoo - Conditioner

Restrooms guest supplies include: -Two-ply facial tissue enclosed in an upgraded/designer box - Brand-approved amenities in approved dispensers (hand soap, moisturizing lotion) - Air dryers and cloth hand towels; paper towels are not acceptable. - A decorator receptacle is available for soiled towels. The receptacle is emptied hourly at a minimum, or as needed. - Two rolls of facial-quality toilet tissue per stall - Toilet seat covers and dispensers - Feminine sanitary product receptacle per stall (ladies room) and one dispenser per ladies restroom

There is an ample supply of clean high-quality towels, meeting Sofitel specifications, free of stains and tears.

There is an ample supply of clean high-quality robes and slippers meeting Sofitel specifications.

Chilled mineral water and infused water are available by the saunas and steam room.


A sufficient number of clean and well maintained hair dryers are supplied at the vanity area.

FIT.0760

FIT.0770

FIT.0780

FIT.0790

FIT.0800

FIT.0810

FIT.0820

GLF.0010

GLF.0020

GLF.0030

GLF.0040

GLF.0050

GLF.0060

GLF.0070

GLF.0080

GLF.0090 Shoe services are offered verbally to all guests in attended locker room facilities.

GLF.0100

GLF.0110 Weight scale is available in men's and women's locker facilities.

GLF.0120

GLF.0130

GLF.0140

All guests are acknowledged by the Ambassador with pleasant eye contact, a warm smile and "bonjour (before 5pm or before the candle ritual) / Bonsoir (after 5pm or after the candle ritual) Madame" (if it is a woman), "bonjour (before 5pm or before the candle ritual) / Bonsoir (after 5pm or after the candle ritual) Monsieur" (if it is a man) and then in English or the local language.

The Ambassador uses appointment information to personalize services (such as using guest names, relating welcome/welcome back, offering congratulations on special occasions, discussing treatment options, etc.)

Ambassador delivers appropriate services based on appointment requests, guest profiles and fitness history.

Ambassador engages the guest in conversation (as appropriate, non-obtrusive manner following guest cues) and offers at least one personalized advice regarding this or future fitness activities.

Ambassador verifies satisfaction throughout the fitness activities and at the end of the session / class. Guest dissatisfaction is addressed immediately per Sofitel problem resolution techniques.

Ambassador escorts the guest to the reception area, locker room or other area at the end of class or session.


Signage: Directional signs present, visible, adequate. Signage should also be consistent throughout the facility (granite vs. wood vs. plastic). Monument signs are well landscaped and not obstructed.

All landscaped areas are maintained in excellent condition: Flower beds are freshly mulched and weed-free. Bushes and hedges neatly trimmed. Fresh flowers are in place based on the season. Grass areas are weed-free, mowed to proper height.

Dress Code rules should be posted in a location where they are visible to the guests.

Spike cleaning apparatus is available at appropriate exterior entrances leading from the course at exterior clubhouse entrances.

Music system is audible, set at appropriate level and is playing non-verbal music inside of the clubhouse.

There are appropriate directional signs to the Golf Shop, locker facilities, restrooms, restaurants, and bar/lounge.

All areas of the clubhouse are well maintained. All areas of the clubhouse are clean and fresh in appearance.

In clubs which offer full locker room services the Ambassador is present and available, during periods of absence a sign is in place on the counter.

All bulletin board information is appropriate, professionally presented, neat, well organized and current. Dates should be current on all available reading materials.

Golf Shop Ambassador was knowledgeable regarding facilities (course delays, course conditions, construction) and advises member/guest of these issues in advance of the round.

Golf Shop Ambassador advised of any services (i.e., Halfway House, Beverage Cart, Starter, Course Advisor, Club Washer) that are unavailable on the day of play and offered alternatives.

A Weather Conditions board is in place. It is acceptable to be posted in the Golf Shop, locker rooms and/or foyer outside either area. At least one, current and correct posting is in place.

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GLF.0170 Golf bag drop Ambassador provided the guest with directions to the staging area.

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GLF.0210 Member's/guest's golf bag is placed correctly and securely on the golf car.

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GLF.0230 The Course Advisor is available throughout the course.

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GLF.0320 Tees, Fairway, Greens are properly maintained and in good working order.

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Retail Store merchandise is neatly organized, folded using the standard folding technique, pressed, arranged by size, clearly marked and all sizes available in solid colors (basics should have full size runs). Shelves are to be fully stocked.

Golf bag drop Ambassador requests the guest's name and starting time, writes that information along with the vehicle license tag number on a bag claim check ticket.

Starter was aware of the member's/guest's starting time and knew the name of the member's/guest's party informed the member/guest of whether the starting times were currently on time of if they were delayed.

Starter was informative and helpful, informing players of any delays, pace of play expectation, course conditions, golf car rules and hole placement.

Member's/guest's golf car is accessible (visible once outside the clubhouse). Golf cars are staged properly (proper amount, location, alignment).

Each golf car is fully outfitted (pencil, scorecard, two towels, tees, sand bottle and/or bucket with scoop filled to prescribed levels). A Spike cleaner is available.

All clubs are thoroughly cleaned when guests completed their round or their practice session, without having to ask.

Staging area bag Ambassador uses the guest's name from the tag during the end of round encounter and ensures the guest has his bag tag in place, if not, providing a new tag and giving instructions for pickup at the main bag drop area.

The departure bag drop Ambassador verifies the clubs by the guest's name and license tag number and places the guest's bag in the car. Guests are not to handle or carry clubs in the bag drop area, or staging areas at anytime.

All services provided in the Bar and Restaurant at the Golf course mirror the standards expected at a Sofitel property.

Halfway House has spare tees, properly stocked first aid kit, cigar cutters and matches. Ambassador had candy, snacks, chips, sandwiches, muffins, Danishes and other appropriate local snacks and food of high quality available for sale.

Beverage cart Ambassador stops the cart and gets out of cart ready to serve. Beverage Cart Ambassadors should avoid simply driving by and be aware of play to meet guests at the tee or green.

Beverage cart has current tee sheet and knows and uses guest's names in the greeting verified by cart number or bag tag.

The Practice Facility has enough room available for the number of golfers present (no long waiting time) and is well maintained and clean.

The hotel has a Guest Relations Manager or at least one dedicated person in charge of Guest Relations duties (VIP, Coordination of Guest Profiles, Guest Satisfaction…).

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GST.0200 The hotel has formally defined its Show Around guideline.

The Guest Relations Manager is fully trained before being released for service. This includes, induction program, communication training, Keys of Luxury, Appearance and Attitudes, Step Program, Packages, property knowledge (features, benefits, services, guestrooms, facilities, location, directions, etc.), Guest History, AlClub...

The Guest Relations Manager is well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail according to the Sofitel Appearance / Look guidelines.


Each department head or non uniformed Ambassador has a Sofitel pins (or can be a broche for the ladies) instead of the name tag.

The Guest Relations Manager is fluent in a minimum of two languages including English accordingly to the mix of Guests.

The hotel follows the Sofitel VIP Standard Operating Procedures including : - The Identification and Classification of VIP Guests (following the VIP category and profile matrix) - The Recognition of VIP Guests (following the VIP Types, Reasons and associated status matrix) - The Preparation of the VIP Stay - The Delivery of the VIP Experience (Recognition Marks, Amenities, Services Offered and Proposed)

The Guest Relations Manager is responsible for the coordination of the Guest History updates from the other departments to note both successful experiences and recommendations and guest satisfaction opportunities to enable better service in the future.

The Guest Relations Manager uses personal guest profile or history information for the sole purpose of providing personalized services. Using guest information for any other reason is prohibited, unless expressly authorized to do so by the guest.

The Guest Relations Manager or lobby ambassadors meets with every first staying Guests.

Upon arrival at the hotel, the Guest Relations Manager, an Executive Committee member or Department Manager is on hand to greet the arriving VIP (accordingly to VIP type) at the entrance of the hotel or in the lobby

VIPs are accompanied to their room by one of the Managers (accordingly to VIP type).

If the VIP guest is arriving on his / her own at the reception desk, the VIP Guest is accompanied directly to his/her room (or to the Executive floor if available) at his/her convenience (accordingly to VIP type).

If the VIP guest does not wish to be accompanied to his or her room, the Guest Relations Manager or a member of the Guest Relations team follows up with the Guest afterwards to make sure that he/she is completely satisfied.

Check in for VIP (accordingly to VIP type) is performed whether in the Club Millésime or in the room. In any case, the VIP does not need to go to the reception desk

Depending on the reservation guarantees

Privacy for all VIP (type 4 and 5) is strictly respected: Room service, Housekeeping and Maintenance intervention are strictly coordinated by the Guest Relations Manager and fit with the VIP agenda.

A VIP (accordingly to VIP type) leaving the hotel is seen by the GM / Head of Department upon his/her departure. The Manager personally verifies the satisfaction of each VIP and practices Sofitel problem resolution techniques as appropriate to ensure complete guest satisfaction.

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ISM.0010 The Sofitel property has appointed an InspiredMeetings planner.

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ISM.0060 The InspiredMeetings Planner is speaking fluently two languages including English.

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ISM.0110 The InspiredMeetings Planner answers all calls within three rings.

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A Show Around is conducted by a Sales Ambassador when the visit has been planned or by an ambassador properly trained on the Show Around when the visit has not been planned

Each Manager in Guest Relation, reception and sales is fully knowledgeable of the details of the property Show Around guidelines.

The Show Around not only includes a presentation of the features of the hotel but also focuses on its unique and distinctive elements (Ambassador, history, stories, culture, prestigious guests...): the Show Around is a "show" taking place "around" the property. In sales department

The InspiredMeetings planner is well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail according to the Sofitel Appearance / Look guidelines.

InspiredMeetings Ambassador wears their full new Sofitel uniform including the name tag jewelry meeting Sofitel specifications.

The InspiredMeetings Planner has successfully completed an InspiredMeetings Training Programs. This includes, Sofitel Induction, communication training, organizing meetings training, property knowledge (features, benefits, services, guestrooms, facilities, location, directions, etc.), Guest History, AlClub and revenue management techniques.

The Sofitel property has an InspiredMeetings brochure accordingly to their category and in line with the Sofitel specifications for InspiredMeetings brochure.

If the InspiredMeetings planner can not devote his/her full attention to the caller or is not available, the contact is proposed to be called back at his / her convenience.

The InspiredMeetings Planner demonstrates a warm and caring attitude, placing callers at ease. The InspiredMeetings Planner's smile and positive, attentive body language is communicated over the telephone.

The InspiredMeetings Planner greets the caller in French with "bonjour (before 5 pm or before the candle ritual) / Bonsoir (5pm or after after the candle ritual) Monsieur/Madame", followed by "Welcome to the (name of the property) Sofitel" in the callers' language whenever possible, the local language or in English. If the caller's language is unfamiliar to the agent, a common language is identified or another agent with the appropriate language skills is selected to help the caller.

The InspiredMeetings Planner addresses the caller by name as soon as natural and at least twice during the call.

The InspiredMeetings Planner is spontaneous; speak clearly and professionally, at an understandable pace and avoid fixed, stereotypical expressions in favor of a more natural and personalized approach.

The InspiredMeetings Planner makes full use of the Account History to identify and recognize repeat guests creating personalized and pleasurable experiences. For repeat guests, the InspiredMeetings Planner adopts a service attitude that demonstrates and reflects our knowledge of the guest's preferences and past experiences.

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ISM.0250 The property uses the "InspiredMeetings Proposal Management" Tool.

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During reservation by phone, The InspiredMeetings planner asks the customer for information related to: - Date of the event, - Number of participants, - Reasons for choosing Sofitel and this particular hotel. If this is a first contact, ask which hotels are regularly used (hotel category, brand, etc.) - Competitors - or other Accor hotels - contacted for this event. - Type of meeting and its objective (particular requirements): nature of the participants (company customers or staff, socio-professional category, age, gender, etc.) - Presence of VIPs and whether these should be treated in a special way. - Requirements for technical aids or special provisions. - Budget allocated; if it is a recurring meeting, previous year's budget.

The InspiredMeetings planner uses up-selling and crossing techniques with descriptive explanations (features, facts and benefits) to paint a picture of InspiredMeetings sensation and experience for the guest.

When reservations are unavailable over the period requested, InspiredMeetings planner make every effort to offer a solution to the caller such as: offering a Sofitel hotel in the vicinity; offering a mid-range Accor property (explaining benefits of this category of property); offering a wait list; or for repeat guests recommending a rival hotel.

InspiredMeetings planner inquire how the guest will be arriving and leaving, and offer assistance at the airport and transfer to the hotel by limousine.

InspiredMeetings agent offers to send a brochure for the hotel and a map showing its location (email, fax or letter based on the caller's preference).

Information (brochures, collateral and written information) requested by the caller is mailed within 24 hours of the request. All marketing collateral is up-to-date and fully stocked to meet guest demands.

Meeting details (arrival and departure dates, number of nights, meeting rooms, banqueting, activities...) are clearly and concisely recapitulated to ensure that everything is correct and nothing has been forgotten.

The InspiredMeetings planner thanks the caller "Thank you for calling, Mr./Mrs./Ms X. Goodbye" and wishes the person an enjoyable stay.

The InspiredMeetings planner confirms within 24 hours whether the event is feasible in terms of room availability and budget

The format of the proposal conforms to the "InspiredMeetings Proposal content" specifications in terms of visual identity.

The proposal contains at a minimum the following elements: - name of the event, date(s), number of participants, type of lunch/breaks/activities, prices and conditions. Meeting rooms: number of rooms, names, size/capacity, equipment provided, related services - Personalized 3D visual displays for the customer's events: seating arrangement, organization of breaks, provision of technical equipment, etc. - Catering: menu proposals for meals, suggestions for refreshments during breaks; detailed description of entertainment offered (production, programs, etc.) for theme or festive evenings. - Accommodation: description of guestrooms, types,... - Description of services provided by third parties: evenings outside the hotel, transfers, hostesses, activity leaders / master of ceremonies / disc jockeys, translators, etc. - Information and documentation on the hotel, its location (map), relaxation services and activities, means of access

All prices are mentioned, including those of ancillary services such as secretarial work

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ISM.0300 All proposals are followed up within the 72 hours

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ISM.0460 Light bulbs are energy efficient, in working order.ISM.0470 Meeting rooms are equipped with wireless high-speed Internet access.

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The terms and conditions of sale specify all aspects of the confirmation, including dates for the end of the option, cancellation – complete or partial –, payment of deposit, billing, and settlement

In the event of any major alteration (the type or price of one of the services), a confirmation letter detailing each change is sent to the customer within an agreed period.

Fresh floral arrangements are available on the InspiredMeetings menu and in place per the Banquet Event Order.

The environment (lighting levels, air quality, music and temperature) matches the requirements of the client and theme of the event.

The environment is comfortable (lighting levels, music/audio volume, air quality, and temperature).

The client is able to control the individual meeting room's sound, lighting, heating, ventilation and air conditioning (HVAC). Meeting rooms are equipped with individual controls to ensure proper lighting, sound quality, ventilation and temperature during the course of the event.

Noise levels from service areas or adjacent public areas are not audible in the event/meeting room. Noise from the event/meeting does not disturb adjacent public areas or meeting rooms.

There is a variety of well-appointed meeting rooms with design elements of outstanding elegance and appeal.


Meeting room seating is comfortable, clean and well maintained. No stains, holes or tears are evident. The seat is upholstered (at minimum). The upholstery materials are in excellent condition (not worn, punctured or faded) and clean (free of crumbs, stains and dirt). Folding chairs are only used for outdoor events.

Each meeting room is individually named using high-quality, clean, well-maintained signage coordinated with the décor and meeting Sofitel specifications.

When the room is occupied, meeting rooms are labeled with the name of the current event. Event names are accurate (spelled correctly) and professionally printed or displayed electronically. Event names are approved by the client.

Signage (meeting space map/directory) is available at the main entrance of the meeting space area and in the property lobby to direct guests.

Event signage is updated promptly after the completion of the event and the client is finished with the meeting space.


Property technicians supporting a meeting event have successfully completed the Sofitel Induction before being released to service

All audiovisual setups are fully operational and tested 60 minutes before the commencement of a meeting or event.

When a meeting or event includes the use of technicians from the property team or technicians hired by the property, the designated Manager reviews all program details with the client, in advance, and is present to ensure successful completion.

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ISM.0780 The Ambassador has a good command of English and local language.

ISM.0790 The InspiredMeeting Concierge greets the meeting participants upon their arrival.

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A tea kettle and espresso machine is available in all meeting rooms with the following excellent quality supplies meeting Sofitel specifications: - Complimentary tea selection (green, black, herbal) - Complimentary coffee and decaf selection - Complimentary Sugar (brown, white & sweetener) - Complimentary cream sachet - Two mugs/cups, napkins saucers and spoons. Quantities are adjusted accordingly to the number of meeting participants.

The tea kettle, espresso machine, service ware and supplies are clean and well maintained.

The kettle, espresso machine, tea, coffee, supplies and service ware are elegantly presented and conveniently positioned near electrical outlets.

Meeting rooms include, at a minimum, the following meeting room amenities in sufficient quantities to satisfy the guests: - Sofitel specified meeting room pens and note pads - Sofitel specified portfolio - Individually-wrapped hard candy, including sugarless variety - Bottled mineral water - Glasses, 6 oz. minimum - Sofitel specified cocktail coaster underlay

Meeting rooms are equipped with a paperboard (high-end materials, no marker traces) with sheets (ideally self-stick "post-its") and markers (1 each blue, green, black and red + 10 magnets) on demand according to the proposal

Meeting rooms are properly set a minimum of 30 minutes before the beginning of a program. Food and beverages are set and ready 15 minutes prior to guest arrival.

Rooms are broken down and totally cleaned, or refreshed as appropriate, one to two hours after a function.

Nametags are available or prepared in advance accordingly to the customer request.

Meeting room housekeeping is spotless in all areas. Maintenance is superior in all details. Meeting rooms are clean and well organized at all times. Unoccupied meeting space is clean at all times.

Meeting rooms are available for use when promised and set to client specifications.

Meeting rooms are refreshed during the client's scheduled break times, fully cleaned during lunch and completely cleaned and reset at the end of each day. Utensils and food and beverage equipment are returned to proper storage space.

The hotel has appointed one or several InspiredMeeting Concierge in charge of the perfect execution of the meeting event.

The InspiredMeeting Concierge is well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail according to the Sofitel Appearance / Look guidelines.



The InspiredMeeting Concierge has successfully completed the Sofitel Induction Program before being released to service.

The InspiredMeeting Concierge provides the guests with a "Welcome kit" (which contains: welcome lettre made by the IM concierge, a business card, a sum up of all the events, the meeting rooms key and an evacuation plan). The cards meet Sofitel specifications.

ISM.0810 The InspiredMeeting Concierge's presence is visible during events/meetings.

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ISM.0850 Tables and chairs are clean and well maintained (including tops, bases and legs).

ISM.0860 Tables are properly set, positioned and aligned within the meeting room.

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ISM.0880 Table linens are properly positioned and centered on the table.

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ISM.0900 A coat check area is available in the event/meeting room area.

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ISM.0960 The Ambassador uses clear and understandable terminology with the guests.

ISM.0970 The Ambassador has a good command of English and local language.

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ISM.1000 The InspiredMeeting Concierge's presence is visible during events/meetings.

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The InspiredMeeting Concierge demonstrates care and relations by personally verifying the satisfaction of each guest. The Manager practices Sofitel problem resolution techniques as appropriate to ensure complete guest satisfaction.

Meeting room maintenance requests are responded to within 15 minutes in the same manner as guestroom requests. The Ambassador obtains the name of the Guest before approaching the meeting room and uses the name while providing service.

Meeting rooms are closed and locked when not occupied. More stringent security arrangements are provided upon request of the client (charges may apply).

Tables are covered in clean (free of stains, crumbs, spots, etc.), well maintained (free of holes and frays, etc.) and properly pressed and high quality linens meeting Sofitel specifications (100% cotton).

Napkins are linen (100% cotton) meeting Sofitel specifications. Napkins are pressed, folded and clean, free of holes, tears, frayed edges and stains.

A secure, full-service staffed area is available based on the Banquet Event Order/Function sheet. At staffed areas, a claim check is presented to the guest indicating all items placed in storage. The claim check meets Sofitel specifications. Instructions on how to retrieve the item are provided to the guest at the time of storage. All items are returned to the guest at the end of service or upon guest request.

The Banquet Ambassador meet Sofitel standards related to service levels and procedures, property information, appearance (well groomed in appropriate new Sofitel uniforms with name tags) and attitude according to the Sofitel Appearance / Look guidelines.

All banqueting positions have successfully completed the Sofitel Induction Program before being released to service.

The Ambassador is knowledgeable about menu items including, preparation methods, ingredients, wine pairing, etc. and is able to make recommendations and provide information.

The Ambassador is knowledgeable about known food allergies and indicates items that may represent a risk to the guest (if applicable).

The Ambassador knows whom to contact if a guest needs communication assistance.

A wide array of banquet, reception and refreshment (coffee) break menus reflecting current culinary trends are available. Menus are accurate and descriptive.

The InspiredMeeting Concierge demonstrates care and relations by personally verifying the satisfaction of each guest. The Manager practices Sofitel problem resolution techniques as appropriate to ensure complete guest satisfaction.

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ISM.1230 Ambassador proactively seeks to fulfill guest desires and special requests.

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ISM.1250 Culinary Ambassador wears clean aprons and hats or hair restraints.

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Dining table tops include clean and full salt and pepper shakers, centerpieces, and the required china, flatware and glassware, set per standards based on the menu and Banquet Event Order.

Flatware is clean, polished and properly placed on the table (for dining events based on the Banquet Event Order).

High quality glassware is clean, free of cracks, chips and silica haze. Correct style and range of glassware is for each beverage type based on the Banquet Event Order.

China is of exceptional quality, meeting Sofitel specifications and is clean, polished and well maintained (no cracks, chips, and blemishes) and set properly based on the Banquet Event Order.

Matching china, glassware, flatware and linen is used (mixed styles are unacceptable).

Banquet food and beverages are attractively presented and held at the correct temperature. Food and beverage items have good flavor and texture (fresh, taste good and not over- or under-cooked).

Refreshment breaks and other food stations are attractively set and refreshed per client and Banquet Event Order instructions.

All break stations and break kitchen and storage areas are maintained in a clean and sanitized condition.

The floor areas around the break stations are clean, free of crumbs, paper debris and liquid spills. Soiled service ware is removed promptly.

Only china, glassware and metal flatware are used at break stations. Paper and plastic are not used except in pool areas or in the case of "to-go" service.


Labels are professionally displayed, clean and positioned correctly. Labels are displayed in a small frame. Labels are using the correct name and spelling of the items in the local language and English. The languages are presented in two different fonts on two different lines.




Buffet items are consistently replenished (never in front of the guest) and never run below 1/3 full.




The InspiredMeetings Ambassador updates the Guest History Profile information to note both successful experiences and recommendations and guest satisfaction opportunities to enable better service in the future.

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LIB.0030 Books are in excellent condition and maintained in an organized manner.

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LIB.0050 Newspapers include at a minimum, local, international and French newspapers.

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LIB.0170 Light bulbs are energy efficient, in working order..

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OTS.0040 Le Club Accorhotels

OTS.0050 The Ambassador has a good command of English and local language.

The property has a Library located in a public space (part of the lobby, public seating area, lounge or bar, etc.) The library is a comfortable seating area with the focal point to be a quiet place for reading, internet usage, etc.

A choice of books is provided (books on French Style, books that will help in the understanding of the setting and the activities of the city and books written in the language of the country the hotel are also available, including titles focusing on France, Paris, etc.).

Daily newspaper(s) - on line editions are accepted - are available in the library and are in excellent condition.

A wide selection of complimentary magazines is available in library, featuring French culture and other popular themes (including on line editions).

The environment (lighting levels, air quality, music and temperature) matches the theme and décor of the Library.


After the sunset, the property applies the candles ritual: lights are dimmed and candles put in place by a candle master following the Sofitel Candles Ritual guidelines.


The music reflects the identity of the property and is adjusted according to the time of day or mood to be established accordingly to the Sofitel Music Guidelines. Music is always played 24/7. There are no intervals of silence.

The Library physical environment (Ceilings, Walls, Floors and door) is clean and well maintained.

There is a fresh flower arrangement displayed In the Library. Water is clean and clear.


Bar service (including light snacks) meeting Sofitel Bar Standards is available during Restaurant and Bar hours of operation in the Library.

The Library is free of soiled Bar service ware such as cups, glassware, cutlery, napkins, etc.

All in-room telephone requests are directed to an internal call centre on a 24/7, basis including Room Service orders.

The Internal Call Centre Ambassador is well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail accordingly to the Sofitel Appearance / Look guidelines.


All positions have been trained on the Sofitel induction program, the Property Management System, HotSOS, property knowledge (features, benefits, services, guestrooms, facilities, location, directions, etc.), Guest History, AlClub, Room Service Menu ...

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OTS.0170 Incoming calls are transferred within five seconds.

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OTS.0220 Ambassador communicates a smile, warmth and sincerity over the telephone.

OTS.0230 Ambassador speaks clearly using a moderate understandable pace.

OTS.0240 Ambassador projects a positive, polite, professional and courteous demeanor.

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OTS.0270 Ambassador always allows the caller to hang up first.

The tracking software specified by Sofitel (HotSOS) is used to monitor and address all activities and guest requests and follow-up with guests to ensure complete satisfaction.

Guest names and room numbers are never communicated to callers without the express permission of the guest.

Ambassador uses personal guest profile or history information for the sole purpose of providing personalized services. Using guest information for any other reason is prohibited, unless expressly authorized to do so by the guest.

Callers who request connection to a room number only are asked the name of the party they are calling. Ambassador connecting the call verifies the named individual is registered in the room before connecting the call.

For connecting a call to a room, the Ambassador obtains the name of the caller and contacts the guest to ensure he/she wishes to take the call (blind transfers are strictly forbidden).

Information is located in the Guest Directory informing guests of complimentary amenities.

Ambassador is knowledgeable of local drug/convenience stores to obtain non-standard amenities. Ambassador offer to get items for the guest.

All operational departments have a telephone name display (with language code where available).

Ambassador answers all calls within three rings (no exception) using the guest's name when known.

For inside call, the Agent greets the caller in French with "Bonjour/Bonsoir, Monsieur/Madame", followed by "Olivier speaking (Ambassador name), how may I help you?" in the caller's language whenever possible, the local language or in English. If the caller's language is unfamiliar to the agent, a common language is identified or another agent with the appropriate language skills is selected to help the caller.

For outside call, the Agent greets the caller in French with "Bonjour/Bonsoir, Monsieur/Madame", followed by "Welcome to the (name of the property) how may I help you?" in the caller's language whenever possible, the local language or in English.

Ambassador practices active listening skills. For example, responding by acknowledging, "Yes," "I see," and "I understand".

Each call is ended on a positive note such as "Thank you for calling" or "We appreciate your call".

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OTS.0295 All telephone are equipped with the Sofitel On Hold Brand Message.

OTS.0300 Upon returning to the waiting caller, Ambassador thanks the caller for waiting.

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OTS.0380 Ambassador uses the guest name at least once during the service interaction.

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OTS.0400 Ambassador devotes his/her full attention to the guest without interruption.

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OTS.0420 Ambassador anticipates guest's needs or offers a personalized recommendation.

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OTS.0450 Ambassador reconfirms information or services arranged.

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Ambassador always asks the caller's permission and waiting for a response prior to placing the caller on hold.

Telephone etiquette ?

Ambassador never places a caller on hold for more than one minute. Offering to call the person back if a wait exceeds one minute.

When transferring a call, Ambassador waits on the line to ensure the correct transfer has occurred.

Ambassador announces the transfer to the receiving party (unless the caller is advised of voicemail) and communicates the necessary details to the party receiving the transferred call.

Ambassador communicates the necessary details to the party receiving the transferred call.

If the party is not answering, Ambassador offers other service alternatives to the caller such as leaving a message or be transferred to another person.

Automated voicemail greetings indicate the Ambassador and department name and an alternative contact if Ambassador person is unavailable (due to travel, out-of-office, all day meetings, etc.). If the person is out of the office, the call is automatically transferred to the alternative contact.

Ambassador uses vocabulary that is professional, clear and concise; understandable to all guests, (even with repeat guests familiar with the hotel and Ambassador), avoiding hotel industry or internal jargon (e.g. "RA1 rates", "no show", etc.)

Ambassador practices up-selling and cross-selling techniques to meet the guests requests, always offering the property services first (as appropriate) putting an emphasis on their benefits.


Ambassador accurately and precisely arranges the services to meet the guest's needs and provide it in a convenient estimated time.

All requests for service are met within the agreed time frame. If a wait is expected, an estimated time is communicated to the guest. If the wait exceeds the estimate the guest is contacted and Sofitel problem resolution techniques are implemented.

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OTS.0570 With Guest name

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PBA.0020 Secure, high quality Wifi internet access is available in all public areas

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Ambassador follows-up with the guest after the experience to ensure guest satisfaction.

Ambassador immediately responds with Sofitel problem resolution techniques if the guest was not satisfied.

Wake-up Call service is available 24 hours a day, seven days per week and delivered by a person (automated calls not allowed).

The Ambassador provides a warm and sincere greeting using guest's name when call is requested.

When a wake up call is requested, the Ambassador reconfirms the room number and wake up time.

The Ambassador offers a second wake-up call 15 minutes after the first call is placed.

Wake-up calls are received within two minutes of the requested time and include a personalized greeting (with "Bonjour"), and the weather forecast.

Guest messages, not directed to voicemail, are entered into the Property Management System (PMS) or handwritten in locations without a PMS message system.

Ambassador taking messages repeat the message and call back number to the caller to ensure accuracy.

Messages taken for guests include date, time, caller's full name, caller's telephone number, name of company, message, marked if urgent and the initials of the person taking the message.

Ambassador place messages in an envelope with the guest's surname clearly indicated and notify the guest via guestroom voicemail of the waiting message.

Guest's surname spelling and room number are correct, elegantly written on the envelope.

The property's voicemail system is integrated into the property's PBX and property management system (PMS) and is partitioned from the administrative voicemail system.

The Internal Call Centre Ambassador updates the Guest History Profile information to note both successful experiences and recommendations and guest satisfaction opportunities to enable better service in the future.

The lobby includes guest service locations sufficient to accommodate guest registration and departure processes, Concierge services and luggage assistance.

All guests requesting information on a specific location (outlet, library, toilets...) are accompanied personally to the requested location / outlet.


After the sunset, the property sets up the candles ritual: lights are dimmed and candles put in place by a candle master / a candle ceremony following the Sofitel Candles Ritual guidelines.

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PBA.0140 Light bulbs are energy efficient, in working order.

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PBA.0170 Waste receptacles are emptied before reaching full.PBA.0180 Ash urns / ashtrays are clean and free of cigarette butts..

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The music reflects the identity of the property and is adjusted according to the time of day or mood to be established. Music is always played 24/7. There are no intervals of silence.

Noise levels from service areas or adjacent public areas are not audible in the lobby.

Furnishings and fixtures are upscale and well appointed - in excellent condition (free of nicks, scratches, chips, cracks); clean and well maintained and in proper working order. The upholstery materials are in excellent condition (not worn, punctured or faded) and clean (free of crumbs, stains and dirt).

Furniture arrangement is conducive to guest relaxation and conversation, with multiple conversational groupings accommodating several small groups and reflects the original placement and design.


Brochure racks and guest information displays reflect the décor of the property and are neatly arranged and fully stocked.

High quality designer ash urns / ashtrays and waste receptacles are conveniently located in the lobby.

There is at least one fresh flower arrangement (following Sofitel Botanical guidelines) displayed In the Lobby. Water is clean and clear.

Ceilings are clean; free of dust and smudges. Ceiling vents and Wall vents and panels are clean and free of dust and lint. Crown molding is clean and well maintained. Walls are clean; free of dust, fingerprints, and smudges. Paint and other surfaces (including corners) are free of damage.

Floors and carpets are in safe condition, clean and well maintained (free of spills, carpet buckling, tears, rips, burns, etc.). There is no wax buildup or accumulation of soil in corners on non-carpeted floors; free of heel and scuff marks; free of discolored wax. Doors surfaces are clean and well maintained, (free of marks, top free of dust and lint, edges and frames clean, handle of knob clear and clean, hinge facing and door frame clean, door vent clean and free of dust and lint, glass surfaces clean and streak free). Windows, window coverings and frames clean and free of dust, lint and smudges (inside, outside). Windows and coverings function properly and are clean.

There is no wax buildup or accumulation of soil in corners on non-carpeted floors; free of heel and scuff marks; free of discolored wax.

Doors surfaces are clean and well maintained, (free of marks, top free of dust and lint, edges and frames clean, handle of knob clear and clean, hinge facing and door frame clean, door vent clean and free of dust and lint, glass surfaces clean and streak free).

Windows, window coverings and frames clean and free of dust, lint and smudges (inside, outside).

The Corporate film "Brand Slide Show" is displayed at least in one public area location.

Furniture arrangement is conducive to guest relaxation and quiet conversation, with multiple conversational groupings accommodating several small groups and reflects the original placement and design.

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PBA.0900 Light bulbs are energy efficient, in working order.

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PBA.0950 All supplies are well stocked. Dispensers are clean and well maintained.

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PBA.0980 House telephone stations and equipment are clean and well maintained.

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PBA.1040 Lighting fixtures are clean (no dust or cobwebs).PBA.1050 Light bulbs are energy efficient, in working order.

PBA.1070 The emergency phone/intercom and automatic doors are working properly.

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Daily newspaper(s) are available in the lobby and public seating areas and are in excellent condition.

Newspapers include at a minimum, local language, international paper and French daily newspaper (on line editions are accepted).

Bar service (including light snacks) meeting Sofitel Bar Standards is available during Restaurant and Bar hours of operation in the public seating areas in close proximity to the lobby, bars or restaurants.

The public seating areas are free of soiled Bar service ware such as cups, glassware, cutlery, napkins, etc.

Upscale and first class public restroom facilities, in keeping with the theme of the property, are provided.

The number and location of the restrooms are appropriate based on meeting rooms, restaurants, lounges and other public spaces (pools, spas, lobbies, etc.)

Public restrooms are immaculate, including vanity, floors, stalls, sinks, soap dispensers, toilets (seats, bases, etc.) and mirrors. Sink/Floor areas are dry. Debris is not evident and waste receptacles are emptied well before waste overflows.


The environment (lighting levels, air quality, music and temperature) matches the theme and décor of the property and is comfortable.


Ventilation systems are working properly and the air quality is freshened/sanitized using air freshener.

Public restrooms guest supplies include: - Two-ply facial tissue enclosed in a upgraded/designer box - Brand approved amenities in approved dispensers (hand soap, moisturizing lotion) - Air dryers and/or cloth hand towels (paper towels are not acceptable) - A decorator receptacle is available for soiled towels (the receptacle is emptied hourly at a minimum or as needed) - Two rolls of facial-quality toilet tissue per stall - Feminine sanitary product receptacle per stall (ladies room)

House telephones dial directly to the hotel operator (Internal Call Centre) not to the guestrooms

Message pads and pens (or pencils) meeting Sofitel brand identity specifications are supplied at each telephone station.

The environment is comfortable (lighting levels, air quality and temperature) and matches the theme and décor of the property.

In high rise building (10 floors and up), music is played and reflects the identity of the property. There are no intervals of silence. If the lift has a video screen, the brand slide show is played without sound.

Elevators are immaculate, including doors, ceiling, wall vents, panel, floors and carpets. The elevator trim, moldings, handrails, etc. are in good repair.

Elevator floor markers work properly and are illuminated. Elevator push buttons are illuminated and clean.

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POL.0030 The pool facility is comfortable, safe, clean and well maintained.

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POL.0150 The environment /atmosphere is adjusted and reflects the time of day.

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POL.0170 Operating hours are posted prominently.

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Interior signage for the elevators is in place meeting Sofitel Brand Identity specifications.

Property Ambassador uses the service elevator (if provided) rather than the guest elevator

A swimming pool is available, open and accessible to guests (opening hours are adpated accordingly to Guests segments' expectations and local regulations)

For those properties without a pool on site, a pool, in close proximity to the property is available for guest use.

Children 14 and under must be accompanied and supervised by an adult unless otherwise specified by local law.

Ambassador are well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail according to the Sofitel Appearance / Look guidelines.




The swimming pool and its surroundings are well-maintained, impeccably clean and hygienic, in compliance with local regulations.

The pool facilities are arranged to accommodate a variety of settings (i.e., sunny, shaded, quiet / relaxing, high-energy / activities, children's areas, etc.)

There is an excellent quality and variety of pool furniture including, chairs, deck chairs, lounges, cocktail tables, dining/activity tables, umbrellas (for outside pools), etc

Style and quantity of furniture is sufficient to meet guest demands and the size of the area.

Furnishings and fixtures are upscale and well appointed - in excellent condition (in proper working order, free of nicks, scratches, chips, cracks and fading); and clean (free of dirt, spills, mildew, etc.)

The controllable elements of the environment / atmosphere match the theme and décor of the pool and are comfortable. (Indoor pools have a greater control over temperature, lighting, etc.)

The music reflects the identity of the pool and is adjusted according to the time of day or mood to be established accordingly to the Sofitel Music Guidelines. Music is always played. There are no intervals of silence.

Pool rules are posted prominently (including parental supervision and other safety topics required by Sofitel and local regulations).

Safety and other required signage (including "No Diving") is prominently displayed per local regulation.

Signage indicating whether a lifeguard is on duty is posted and communicates the necessary information per local regulations.

All pool signage is clean and well maintained meeting Sofitel Brand Identity specifications. Signage is in English and the local language.

Pool lighting meets local regulations and Sofitel Design and Construction specifications.

Underwater lighting illuminates outside pools from dusk to dawn. Underwater lighting illuminates indoor pools during operational hours.

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POL.0250 Floater lines are in place as required by local regulations.POL.0260 Diving boards, diving platforms, slides and trampolines are prohibited.POL.0270 There are stairs or scales/ladder in each corner of the swimming pool.POL.0280 The appearance of the pool water is clear and free of debris.

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POL.0300 The water temperature is comfortable.

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POL.0370 Pool towels are rolled up and placed on each chair prior to guest arrival.

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POL.0420 Tables specifically designed for computer use are available to guests.

POL.0430 Daily newspaper(s) are available at the pool and are in excellent condition.

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POL.0510 Menus and beverage lists are used for up-selling.POL.0520 Menus and beverage lists presented in English and the local language.

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Depths are clearly indicated and visible on the pool coping and at the waterline of the pool in both feet and meters.

Chlorine and PH levels are monitored and maintained per Sofitel and local regulations.

The proper number and type of life safety devices (including life hooks) are prominently displayed and easily accessible per local regulation.

A trained lifeguard with locally approved accreditation is on duty during operating hours. If law does not require a lifeguard, a sign is posted indicating that there is no lifeguard on duty.

A no-dial house telephone programmed directly to the internal call centre / Hotel Operator (staffed 24 hours per day) is available in a central accessible location in the pool area.

An adequate supply of pool towels is available at poolside on a complimentary basis.

Pool towels meet Sofitel specifications. Towels are clean, free of rips, stains and tears.

There is a container available for soiled towels The container is emptied before it is full and towels are not allowed to remain on the floor.

Chairs are prepared in a ready state prior to pool opening and immediately refreshed as the guests depart the area.

Guests are offered tray/basket in which to place personal items such as sunglasses, sun block, books, etc.

The following pool items and services are available to guests: sun block cream, sunhats/caps, sunglasses and a mineral water spray, cool face towels.


A wide selection of complimentary magazines is available at the pool, featuring French culture and other popular themes (on line editions are accepted).

Food and beverage service is available poolside and meets the same quality of service and product as in property restaurants and bars.

The pool menus emphasize healthy items such as fresh fruit smoothies, frozen fruit kabobs, fresh squeezed juices, infused iced-teas and waters and heart healthy appetizers and entrees.

Current (all items are available) and accurate (correct pricing and spelling) food and beverage menus are available for the pool bar. Menus are clean and well maintained.

Beverage menus include spirits, cordials, beer, wine, soft drinks, bottled water and non-alcoholic offerings meeting Sofitel specifications.


The mandatory Sofitel core beverage program is followed 100% (pouring and "must have" brands, depth of choices, etc.)

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POL.0610 Glassware (plastic only) is clean, sanitized, clear, and free of chips, cracks or spots.

POL.0620 Only plastic glasses and bottles are used at poolside.POL.0630 The proper condiments and service ware are served with all food items.POL.0640 Food and beverage items are delivered at the proper temperature.POL.0650 A Pool Butler is staffed at resorts during pool operating hours.

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POL.0670 Guests are greeted within 20 seconds of their arrival at the pool.

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POL.0750 Ambassador offers beverage replenishment when beverages are 1/3 full.

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Jigger system (or other measuring device) is used to measure and pour alcoholic beverages; free pouring is not permitted.

Sofitel standardized cocktail recipes and preparation methods are used to prepare cocktails.


The proper garnishes are used of each style and type of drink. Garnishes, straws, picks, etc. are handled and prepared in a sanitary manner (using tongs, etc.)

Ambassador ensures pool areas are clean and crisp and pool rules are respected and followed.

All guests are greeted by the Ambassador with pleasant eye contact, a warm smile and "bonjour (before 5 pm or before the candle ritual) / Bonsoir (after 5 pm or after the candle ritual) Madame" (if it is a woman), "bonjour (before 5pm or before the candle ritual) / Bonsoir (after 5 pm or after the candle ritual) Monsieur" (if it is a man) and then in English or the local language.

Ambassador escorts guests to seating areas that meet their needs (lounge chairs, tables, in the sun or shade, etc.)

Ambassador offers umbrellas, cold towels, items for children, and a cool drink once they are settled in.

Ambassador is attentive to the guests throughout service in a caring but non-intrusive manner. Service is prompt; guests never wait for additional food or beverage service, another cold face towel, sun screen or other service or their check.

Ambassador offers refreshments and delivers all requested beverage items within five minutes of the guest's request. Food items are delivered within 10 minutes of the order.

Ambassador verifies satisfaction once guests are settled and requested items have been delivered.

Ambassador is attentive to the guests throughout service in a caring but non-intrusive manner. Service is prompt; guests never wait for additional service or their check.

Ambassador maintains the table/bar in a clean and orderly fashion throughout service, removing empty glassware and soiled service ware promptly after gaining guest permission.

The Ambassador promptly presents a complete, accurate guest check when requested by the guest. Guest checks are presented within two minutes of the request.

The checks are delivered in a Sofitel approved check presenter in excellent condition and a functioning Sofitel Pen.

Ambassador offers to help move the guest into the sun or shade as the sun moves and/or becomes hotter or cooler.

Ambassador offers additional services related to sun screen, cool mineral water mists, adjusting umbrellas, reading materials, sun glass cleaning, etc.


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RBA.0030 All rooming lists are kept confidential.

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RBA.0100 Maintenance and repairs are performed in an unobtrusive manner.

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RBA.0120 The safe doors are left ajar in clean and vacant rooms ready for the next guest.

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The Ambassador thanks the guest and wishes a invites them to return "Bonne journée", "Bonne soirée"

A nanny service is available (complementary or not) to look after babies and very young children.

Resort properties have a professional "Kids" Ambassador to care for children from 5 to 12 years old with interactive swimming pools and excellent quality play installations.

The kids' activities areas are open from 10 am to 10 pm including mini buffet, kids camp, cooking, and other directed age-appropriate activities.

The Pool Ambassador updates the Guest History Profile information to note both successful experiences and recommendations and guest satisfaction opportunities to enable better service in the future.

The Housekeeping Ambassador is well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail according to the Sofitel Appearance / Look guidelines.


All positions (whether contracted or subcontracted) have successfully completed the Sofitel Induction Program before being released to service.

Occupied guestrooms are cleaned thoroughly each day. Fresh linen, maid services and bathroom supplies are available upon request.

Housekeeper, in coordination with other services (Guest Relations, Room Service...), accesses the Guest History Profile to view other services and preferences to create a relationship and personalize service.

The Housekeeping Ambassador updates the Guest History Profile information to note both successful experiences and recommendations and guest satisfaction opportunities to enable better service in the future.

Guestrooms receive full, preventive maintenance at least three times per year. Preventive maintenance activities are documented, filed and available for review.

All guest requests for maintenance are responded to within 15 minutes in a courteous fashion while ensuring guest privacy.

If repairs cannot be completed within 15 additional minutes, Management or a designated representative must contact (in person or by phone) the guest and remain in contact with the guest until an acceptable alternative solution is agreed upon with the guest.

A maintenance response card (using Sofitel Correspondence card for example) is left at the conclusion of the repair when the Guest was not in the room during the maintenance.

The Ambassador is aware of the specific Sofitel Packages offered and prepare the related services accordingly.

Ambassador spontaneously and proactively greets guests in the corridors and guestrooms with:"Bonjour (before 5pm) / Bonsoir (after 5pm)", a smile and pleasant eye contact. Ambassador uses the guest's name when known.

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RBA.0190 The Ambassador member ensures the door is securely closed after departing.

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RBA.0270 Light bulbs are energy efficient, in working order.

RBA.0285 Corridors are clean and in perfect condition (ceiling, floors, doors and windows).

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RBA.0410 Ashtrays are not provided in non-smoking accommodations.

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If Ambassador members are vacuuming the corridor and a guest approaches, the attendant politely turns the vacuum off until the guest is three meters/ten feet past the area.

Ambassador members knock on the door/use the door bell and identify him or herself / department ("Housekeeping, bonjour (before 5pm) / Bonsoir (after 5pm)"). If the guest is present, the Ambassador greets him or her by name and asks if this is a convenient time to service the guestroom.

If after knocking on the door and waiting 10/20 seconds, it is determined the guest is not present, the Ambassador member opens the door slowly and enters the room, announcing his/her name and department ("Housekeeping, bonjour (before 5pm) / Bonsoir (after 5pm)").

During room cleaning, turndown and maintenance, the Ambassador member closes the guestroom door. A sign is placed on the door to indicate that the room is being serviced.

Carts, trolleys and baskets are neat, clean and organized. Carts, trolleys, baskets and equipment are not left in the corridors when not in use and never block the guest's path.

If a guest makes a request for admittance into a room, the Ambassador politely declines but offers other assistance such as taking them to the house phone to contact the Front Desk or Security.

Ambassador respects the guest's need for privacy and do not wake or disturb the guest. "Do Not Disturb" signs are strictly observed by Ambassador.

If the "Do Not Disturb" sign is left on the guestroom door after 12 am, no later than 2 p.m., the Housekeeping Supervisor calls the room to inquire about service. If there is no answer, a designated associate will inspect the room.

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Guestroom corridor environment is comfortable (lighting levels, air quality, and temperature).

Lighting fixtures are clean (no dust or cobwebs) and firmly attached to the wall. Shades and sconces are well maintained.

Each guestroom floor has a house phone in the elevator lobby or other central entry point, which dials directly to the Operator, not the guestrooms.

Housekeeping closets, linen rooms, storage areas are secure. Laundry and trash chutes are self-closing and self-locking.

Directional signage to and on guestroom corridors is clearly visible. Guestroom corridor signage is present for: guestrooms; smoking guestrooms/floors. Location of signage is extensive.

Guestroom corridor signage design is well-defined in harmony with the property. Signage is outstanding in quality and unique, well maintained and clean.

If ice machines are provided on the guestroom floors, the ice machines are quiet, stocked, self dispensing and clean and in proper working order.

Smoking rooms are equipped with a minimum of one clean ashtray, on the desk. A box of matches meeting Sofitel specifications is placed next or into the ashtray.

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RBA.0490 Guestroom entry door lock system meets the Sofitel electronic lock specifications.

RBA.0500 All Room entrances are equipped with a door bell.

RBA.0505 All Room entrances are equipped with a "do not disturb" system

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RBA.0560 Tracks and doorframes are clean and working properly.

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RBA.0660 There are no insects (alive or dead) on walls, floors, ceilings or furnishings.

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RBA.0705 Rooms are clean and in perfect condition (ceiling, floors, doors and windows).

An inventory of rooms for disabled guests is maintained, meeting brand specifications and local regulations.

The property maintains equipment for the accommodation of disabled guests per local regulation. The Internal Call Centre Ambassador, Managers on Duty and Front Office Ambassador are familiar with the location and operation of such equipment.

All guestroom entry doors are equipped with a one-inch dead bolt and equipped with a 180º security viewer. A security door guard (J or U bar) is installed.

Security instructions, Limits of Liability, checkout time, and rate information are conspicuously mounted on the back of the guestroom door or other area as specified by and permitted by current local statutes. The security information, fire procedures and exits, guestroom floor plan and evacuation procedures are detailed. The location of the guestroom is indicated on the floor plan.

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Connecting guestroom doors have a one-inch deadbolt lock on the guestroom side of the door; the opposite side of the door must use blank plates to ensure security with no access to screws or bolts.

Each sliding glass door is equipped with an effective locking device. A secondary security lock is required on all ground floor doors and those, which are accessible from common walkways and adjoining balconies.

Guestroom entry doors are equipped with legible room numbers, properly mounted.

Guestroom doors are clean, (free of marks, top free of dust and lint, edges and frames clean, handle of knob clear and clean, hinge facing and door frame clean, door vent clean and free of dust and lint).

Doors are well maintained (finish intact, free of scratches, damage). Guestroom doors have no visible chips, scratches, cracks, dust or stains.

If there is no "do not disturb lights" available, a "Do not disturb" card, meeting Sofitel specifications, is placed on the knob of the room entry door.

Guestroom ceiling, walls, wall vents and panels, wall bases, corner, floors are clean; free of dust, fingerprints, and smudges. Paint and other surfaces (including corners) are free of damage (holes, chips, tears, split seams or peeling).

Adequate guestroom noise insulation from corridors, adjacent rooms and outside noise is provided.

Guestroom windows glass and frames are clean and clear – inside and out, free of smudges, fingerprints, streaks, insects, cobwebs, etc.

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RBA.0790 The desk is free of clutter providing sufficient work area for the guest.

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RBA.0830 Each room is equipped with a functional light switch located at the entrance door.

RBA.0840 Light and lamp switches are easily accessible and free from any hazard.RBA.0850 Light fixtures and lamps harmonize with the décor of the room.

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RBA.0870 Light fixtures are firmly attached to the wall and/or ceiling as applicable.

RBA.0880 Light bulbs are working in all fixtures and lamps. Light bulbs are dust free.


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RBA.0930 HVAC is not loud or intrusive and does not disturb the guest.RBA.0940 Guestrooms smell fresh and are well ventilated.

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RBA.0980 Wastebaskets / bins are upscale and complement the décor of the room.

Rooms are equipped with excellent quality blackout drapes and enhanced shades or blinds with side drapes covering all windows or other glass areas.

Drapes, valance and sheers are properly coordinated with the surrounding decor and are clean and free of holes, tears and stains.

Drapery cords and springs are functioning properly. Draperies are hooked and hung properly.

Guestroom windows on the ground level are equipped with an effective locking device.

Furnishings are upscale, decorative, and well-appointed in keeping with the theme of the property. Each room is furnished with: - A large over sized desk and coordinated desk chair - Upholstered seating (arm chairs, love seat, chaise lounge, etc.) - Head board(s) and freestanding night stands. All desks, tables and chairs are properly coordinated with the overall room decor.


Furniture and case goods are clean, and free of scratches, chips, dents, holes, or any other damage.

Upscale matted/shiny and framed art work is in place and well coordinated with the décor.

A clean, well-maintained full-length mirror, framed or beveled is provided in the room.

All mirrors, pictures and other decorative items are dust free, hung appropriately and are clean and free of any damage.

Lamps or light fixtures are in place in the entry way, at the bedside, desk and reading areas and are equipped with 100 watt bulbs (at a minimum) or LED.

Lampshades are clean and well maintained, firmly attached and balanced. Seams face the wall.

Heating, ventilation and air-conditioning (HVAC) is controlled through a central system with thermostat control.

Heating, ventilation and air-conditioning (HVAC) equipment is clean and maintained in proper working order.

The room temperature is adjusted to the standard level for the hotel location and local practice (e.g. 20°C in Europe, 72°F in the United States) and the humidity level is checked (adjusted according to the location).

There is sufficient space for two pieces of luggage. Upgraded luggage racks or benches are available (for one piece). Additional folded luggage rack is available in cupboard (for another piece).

Each guestroom is equipped with one clean and well-maintained fire-resistant wastebasket with a liner.

RBA.0990 There is one Room Directory, meeting Sofitel specifications, placed on the desk.

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The Room Directory contains the following collateral, meeting Sofitel specifications: - 1 telephone message pad - 1 Sofitel pen - 2 correspondence cards - 4 letterhead sheets - 1 envelope

A Room service Menu, meeting Sofitel specifications, is available in the room and placed on the desk

The Room Directory provides at least the following information: - Property Facilities and Services - Guest request items available - Dining and Entertainment - Fitness, Spa and Recreation - Local Services - Local Attractions - Safety and Security - Complementary amenities / supply that can be provided by the Concierge Services.

The following printed materials are available in the room: 2 breakfast pre-order forms meeting Sofitel Brand Identity specifications.

All printed materials are presented in a tidy manner. Materials are fresh and new in appearance.

Closets are illuminated and fully enclosed. Lights switch off automatically when closet doors are closed.

For Classic, Superior and Luxury Rooms, each closet contains, at least, the following: - 4 Sofitel trouser hangers, with wooden rounded shoulders (the 4th one hold the bathrobe), - 2 skirt hangers with grips - 1 Sofitel cream satin hanger; - 1 tie hanger, - 1 Shopping bag - 1 Shoe bag. All items meet Sofitel specifications.

For Classic, Superior and Luxury Rooms, each closet contains a welcome basket with the following items: - 2 Non woven laundry bags folded with 2 price lists - 1 sewing kit with pre threaded needles, - 1 shoe polishing glove, - 1 shoe horn, - 1 clothes brush. All items meet Sofitel specifications.

For Sofitel Suites, Club Millésimes Rooms, Opera and Prestiges Suites, each closet contains, at least, the following: - 5 Sofitel trouser hangers, with wooden rounded shoulders (the 5th one holds the bathrobe), - 3 skirt hangers with grips, - 3 Sofitel cream satin hangers; - 1 tie hanger, - 1 Suit bag - 1 Shopping bag - 1 Shoe bag, - 1 Shoe basket, - 1 umbrella (accordingly to weather local conditions). All items meet Sofitel specifications.

For Sofitel Suites, Club Millésimes Rooms, Opera and Prestiges Suites, each closet contains a welcome basket with the following items: - 2 Non woven laundry bags folded with 2 price lists - 1 sewing kit with pre threaded needles, - 1 shoe polishing glove, - 1 shoe horn, - 1 clothes brush All items meet Sofitel specifications.

If the hair dryer cannot be placed in the bathroom (per local regulations), the hair dryer is presented in an embroidered linen / cotton bag placed in the closet. It will be highlighted on guest's arrival

add "It will be hilighted on guest's arrival",

In Suites, an In Room Fitness program (including Yoga mat and Sports kit) is available.

An In Room Fitness program (including Yoga mat and Sports kit) is available upon request (can be also in the room accordingly to guests mix and preferences locally).

Digital in-room safes are large enough to hold a laptop computer are provided in the closet.

Instructions, meeting Sofitel Brand Identity Guidelines, on how to use the safe are placed nearby.

An iron and a full size ironing board is available at least through Internal Call Centre upon request.

The iron have a auto shut off, non stick with a Teflon finish, is functioning and in perfect condition.

RBA.1180

RBA.1190 Each guestroom bedroom has one telephone.

RBA.1195

RBA.1210 Each phone must have a prominent message/voice mail notification lamp.

RBA.1220 skip "new"

RBA.1230

RBA.1240

RBA.1250

RBA.1255 There is a complementary access to wifi at least with a low bandwith access.

RBA.1260

RBA.1270

RBA.1280 The WIFI is functioning.

RBA.1290

RBA.1300 Electronics and appliance wiring is organized.

RBA.1310 Electrical plugs and sockets are in excellent condition, free of hazard and clean.

RBA.1320

RBA.1330

RBA.1340

RBA.1350 Suites have two television sets.

RBA.1360

RBA.1370

RBA.1380

RBA.1385 The Corporate film "Brand Slide Show" is displayed on the TV.

RBA.1390 TV5 and "France 24" channels (where available) are available.

The telephone and voicemail systems are activated at the point of guest registration in the PMS.

Each suite has a minimum of two telephones (including one telephone handset with charging station) and two telephone lines, speakerphone at the desk and telephone at the night stand (and one phone in the bathroom).

The telephone has the new Sofitel Brand Identity phone face.

At a minimum, speed dial buttons for the Internal call Centre, Front Desk/, Concierge and Spa (if available) , wake-up and messages/voice mail are provided.

The property's long distance and local telephone access charge rates are clearly stated on a laminated card and/or provided in the Guest Services Directory.

A clean pad of paper and a Sofitel pencil / lead pencil are placed near each telephone (except in the bathroom). All meet Sofitel Brand Identity specifications.

High Speed Internet (wired or wireless) access is available in each guestroom with a simple, direct connection. Instructions are provided on the desk and in the Guest Services Directory.

If there is a charge for in-room internet access to the guest, the charge may be placed on the guest's room account.

There are electrical outlets and universal electrical adapters mounted in a location that is convenient to the desk for the use of personal computers.

Computer/telephone chargers/adapters and other business equipment may be rented at the business centre/Concierge.

Replace rentedby lended

All guestrooms contain a high-quality, oversized (minimum 32") flat-screen HD television set.

All suites contain a high-quality, oversized (minimum 40-42") flat-screen HD television set.

Televisions are positioned in the room to promote convenient viewing from beds and easy chairs.

The television remote control is placed in the room, as close as possible from the television.

Proposal : The remote control is

placed near by the bed (guests comfort) To we validated by

WW - MPN

Televisions are clean (dust free front, back and sides) and well maintained and the reception is clear (perfect sound and image).

Suggestion "add during Turndown " to be validated by WW

RBA.1391

RBA.1410

RBA.1420 The TV channels are indicated on a TV channel directory.

RBA.1460

RBA.1470

RBA.1475

RBA.1480 The alarm is in the "off" position and the correct time is displayed.

RBA.1490

RBA.1500

RBA.1510

RBA.1530

RBA.1540 Mini-bars are available in all guestrooms. Mini-bar is replenished daily.

RBA.1550 Mini-bars are clean (inside and out) and maintain the proper temperature.

RBA.1560

RBA.1570

RBA.1580

RBA.1585

RBA.1590 All beverages and snacks are within expiry date.RBA.1600 All beverage labels are positioned toward the front of the mini-bar door.

RBA.1605 Snacks are placed within or outside the mini bar according to temperature.

The channels available are no less than what local area premium cable offers (minimum 50 channels in key Cities, minimum 25 channels elsewhere are required).

If a Pay-Per-View movie system is in place , access is secured via a pin code or other system.

A BOSE IPod docking station and BOSE Wave Radio clock radio is provided and is placed inside the room according to the Sofitel specifications.

The alarm clock is user-friendly. Instructions for setting the alarm are available if not self-evident.

All clocks available (radio, TV…) in the Guest Rooms / Suites are set at exactly the same time.

Suites are equipped with the BOSE speaker and music system according to Sofitel specifications.

A tea kettle and espresso machine is available in all suites with the following excellent quality supplies meeting Sofitel specifications: - Complimentary loose leaves tea selection (green, black, herbal) - Complimentary coffee and decaf pods selection - Complimentary Sugar (brown, white & sweetener) - Complimentary cream sachet - Two mugs/cups, napkins saucers and spoons and 2 expresso cups with saucers

a small elegant container / bin for

trash is placed nearby

In Suites, The tea kettle, espresso machine, service ware and supplies are clean and well maintained. The kettle, espresso machine, tea, coffee, supplies and service ware are elegantly presented and conveniently positioned near electrical outlets. Items are replenished daily.

A complimentary 50cl bottle of still mineral or spring water is placed in all guestrooms. The mineral or spring water can be a local brand but it should be of excellent quality (other types of water are not permitted).

Clean, well maintained, accurate mini-bar price list, meeting Sofitel Brand Identity specifications, is provided near the unit.

The following mini-bar supplies are provided and meet Sofitel specifications: - Bottle / wine opener - Sofitel logo coasters - Sofitel logo or plain napkins - Sofitel or plain stirrers - Individually packaged straws (either semi transparent or black) - A minimum of two clean glasses appropriate to the beverages available in the mini-bar (such as beer, wine and high-ball glasses)

If the mini-bar is charged, the following refreshments and snacks are provided and meet Sofitel specifications: - Bottled Mineral or Spring water - still and sparkling (two of each - 33 cl minimum) - Juices - minimum three types - Soft Drinks / Mixers - minimum of five including cola, soda, tonic & 1 diet drink - Local Beer - minimum one type - Imported Beer - minimum one type - Selection of spirits (hard liquor) - where allowed by law - Snack items - minimum three types

If the mini bar is complimentary, the following refreshments and snacks are provided and meet Sofitel specifications : - Bottled Mineral or Spring water ,- still and sparkling (two of each) - Juices - minimum two types - Soft Drinks / Mixers - minimum of five including cola, soda, tonic & 1 diet drink.

RBA.1610

RBA.1620 Ice buckets are clean and well maintained

RBA.1630

RBA.1640

RBA.1650

RBA.1660 Lights bulbs on the balcony are energy efficient.

The bedbox spring strictly conforms to the Sofitel "MyBed" concept specifications

The bed mattress strictly conforms to the Sofitel "MyBed" concept specifications.

The bed drawsheet strictly conforms to the Sofitel "MyBed" concept specifications.

The bed duvet strictly conforms to the Sofitel "MyBed" concept specifications.

The bed pillows strictly conforms to the Sofitel "MyBed" concept specifications.

RBA.1690 The bed is made and linens are changed every day.

RBA.1700

RBA.1710 The bed is clean and properly made, with no visible creases.

RBA.1720

RBA.1730

RBA.1732

RBA.1734

RBA.1736

RBA.1740

A decorative insulated ice bucket with lid and liner, (three-quart capacity) is provided in the guestrooms if ice machines are on the guestroom floors.

Ice service is available within 15 minutes of the request when ice machines are not present.

For rooms with a balcony, there are two deck chairs or one deck chair and one lounge/easy chair, and one table (depending on the size of the balcony).

On the balcony, the floors, walls, ceilings meet Sofitel guestroom standards, are clean, free of damage. Lighting fixtures are clean free of insects and cob webs, with functioning bulbs. Guestroom furnishings are clean and well maintained.

The bed overmattress strictly conforms to the Sofitel "MyBed" concept specifications.

For Sofitel properties offering the possibility to change linen on demand, a card is displayed to inform the Guest.

This hasn't been validated by the brand yet. Was

under discussion onlly bathtowels

MPN

The duvet is plumped up (duvet not tucked in, etc.), and its softness and comfort are immediately visible to the eye.

The pillow menu is introduced to Suite Guests by the reception Ambassador / Guest Relations or Butler after having escorted the Guest to his / her room.

For Suites and club floor, Ambassador is advising the Guest on the different kind of pillows and makes recommendations according to the Guest preferences.

For Suites/Club floor , when the guest has selected his / her preferences, the Ambassador proposes a convenient delivery time to personalize the pillows.

For Suites/club Floor, the pillows are set up according to the Guest selection and delivered as planned.

Pillows meet Sofitel specifications (queen or king size pillows, four per bed, two synthetic, two 100% down / Queen pillows, two per bed, one synthetic, one 100% down) including size, density and filling.

If in place (with pillows and pillow

cases have a distingwish mark guest is asked on reservation and on

arrival for its preferences,

RBA.1750

RBA.1760 Bed skirts/box spring covers are perfectly aligned and not dragging on the floor.

RBA.1770

RBA.1780 One white pillowcase and pillow cover is provided per pillow.RBA.1800 Children's cribs and cots are available through the Internal Call Centre.

RBA.1810

RBA.1820

RBA.1825

RBA.1830

RBA.1840

RBA.1870

RBA.1880 Excellent quality floor coverings including ceramic tile, marble or granite.

RBA.1890


RBA.1920

RBA.1925 Bathrooms are clean and in perfect condition (ceiling, floors, doors and windows).

RBA.1930 There is a double pronged robe hook in the bathroom.RBA.1950 There is a high degree of style, some artwork or wall enhancements.

RBA.1960

RBA.1970 The decor of the bathroom is coordinated with the decor of the guestroom.

RBA.1980 Bathroom ventilation system works properly and is silent.RBA.1990 Odors and humidity are removed promptly.

RBA.2000 A nightlight is available (lighted make-up mirror may be used as nightlight).

RBA.2010

RBA.2020 Light fixtures are properly mounted.RBA.2030 Light bulbs are functioning and dust-free.RBA.2040 Plumbing is quiet (no significant noise).

Mattresses, pillows, blankets, toppers, pads and linens meeting Sofitel specifications, are clean and in good condition, free of holes, tears, stains or damage.

There is one mattress pad per bed meeting Sofitel specifications. Pads are fitted and cover the sides of the mattress.

Cribs and cots are in excellent condition and meet current approved safety standards.

A "Petit Prince" welcome card is placed in the room with child's first name linked to children's age, Le Petit Prince or a gift linked to hotel cultural link, is placed on the children's bed.

change to gift linked to children's age, Le

Petit Prince or elemetn linked to hotel cultural link.

MPN

Extra beds are prepared like a "MyBed": mattress, over mattress, drain sheet, sheet, duvet with cover and Sofitel pillows.

Other children's amenities are available on request and include (according to the children's age): - Bottle warmer - Children's Amenity Program Kit (shampoo, lotion, wipes and creams, etc.) - Children's Bath toy - Diapers / nappies - Electrical outlet covers - Step stool (to reach sink) - non slippery materials - High Chair/Booster seat/Bassinette

Bathroom ceilings, walls, vents, panels, are clean; free of dust and smudges and mildew. Paint and surfaces are free of damage.

Bathroom wall coverings and corner guard mounts are coordinated with guestroom décor.

Bathroom floors are clean, (free of mildew, dust, lint, stains and smudge; free of hair, insects and dust fluffs). On polished floor surfaces, there is no wax buildup or accumulation of soil in corners; free of heel and scuff marks; free of discolored wax.

Doors are clean, free of marks, finish intact, top free of dust and lint, edges clean, handle of knob clear and clean, hinge facing and door frame clean, door vent clean and free of dust and lint.

Excellent-sized bathrooms, affording guests increased ease of movement and comfort.

Adequate lighting (minimum two 75 watt bulbs or 2,550 lumens) is provided in both the vanity area and bathroom.

RBA.2050 Water saving devices are used on toilets, showerheads and faucets.

RBA.2060

RBA.2070 Water runs clear and has no odor.RBA.2080 Shower water pressure is sufficiently strong.

RBA.2090

RBA.2100

RBA.2110

RBA.2120

RBA.2130

RBA.2140

RBA.2150

RBA.2160 There is a lighted make-up mirror.RBA.2170 Towel bars / shelves for linen storage are installed.

RBA.2180

RBA.2190

RBA.2200 Vanity equipment includes: - 1 soap dish - 1 tray - 1 container box - 1 tissue box

RBA.2210

RBA.2220

RBA.2230

RBA.2240

RBA.2250

RBA.2260 Toiletries are replenished after 50 percent consumption.

RBA.2270

RBA.2280 Toiletry packaging is fresh and in good condition.RBA.2290 Towels are soft, plush, no synthetic fibers; 100% cotton.RBA.2295 Terry meets Sofitel specifications: Yves Delorme LinesRBA.2300 The hotel is following the Plant for the Planet Program

Water (shower) runs hot within 10 seconds. Hot water is available at all times. The temperature range is 105º - 115ºF (41º - 46ºC)

Water conservation methods are utilized at the property according to local law but do not impact the comfort of the guest.

Each bathroom is equipped with a tub/shower combination of excellent quality ceramic tile, marble, or other upgraded materials. There are tub and shower height soap dishes. The tub/shower walls and grouting are clean and well maintained, free of mold or mildew.

There are enhanced faucets and fixtures and upgraded showerheads. The showerhead has an adjustable flow and is in good condition.

Tub and sink fixtures and stoppers are functioning properly, are clean and polished, do not drip and are maintained in good condition, free of cracks, stains and chips. Sink and tub drains are clean and drain properly.

One toilet is provided per bathroom. The toilet and bowl, including the rim, base, seat, cover, chrome fixtures and hinges are free from stains and residue and have a polished appearance. The toilet functions properly.

There is at least one wall-mounted toilet paper dispenser per bathroom. There are two rolls of three-ply facial quality white toilet tissue, meeting Sofitel specifications, per bathroom. The first sheet folded to a point.

There is a large framed mirror. The mirror and frame are clean; free of streaks, smudges, fingerprints, and dust, etc. The mirror is well maintained; free of damage.

The bathroom electrical outlets are located next to the mirror (where permitted by local regulations) and have a Ground Fault Interrupter.

Vanity is of excellent quality including marble or other high-grade surface. Vanity is clean and well maintained, free of scratches, stains mold and mildew.

The following items are in a container placed on the vanity: - Numerous sets of 4 cotton swabs (in closed plastic), - Numerous set of 6 cotton cosmetic removers in closed plastic, - 2 shower bonnets (in closed plastic), - 2 small nail files (approx 8 cm), All packaged supplies are fresh and new in appearance.

Two glasses (min. 8 oz.) per bathroom are available and made of upgraded material. The glasses are disinfected and spotless. The glasses are either covered with a cap, or placed upside down on a coaster.

Toiletries in Classic, Superior and Deluxe rooms meet the Sofitel Toiletries Program specifications.

Toiletries in Club Millésime, Sofitel Suites meet the Sofitel Toiletries Program specifications.

Toiletries in Opera and Prestige Suites meet the Sofitel Toiletries Program specifications.

Toiletries are neatly arranged or displayed in a high quality basket or tray and provided in the bathroom.

RBA.2310 The Sofitel Plant for the Planet card is placed on the vanity.

RBA.2320

RBA.2330

RBA.2340 3 face towels

RBA.2350

RBA.2360

RBA.2370

RBA.2380

RBA.2390 On request, additional bathrobes are provided in the guest's size.

RBA.2400

RBA.2410

Possibility to have a dustbin which enables to sort wastes and recycleRBA.2420 Waste bins are clean and well maintained inside and out.

RBA.2430

RBA.2440 The hair dryer is presented in an embroidered linen / cotton bag.

RBA.2450

RBA.2460 Turndown service is provided to all guests.

Bath Linens in Classic, Superior and Deluxe rooms meet the Sofitel/Yves Delorme Bathroom Linens Program specifications: Towels : 570 g./m2(100% luxury cotton) - 2 face towel 30 x 30 cm - 2 hand towels 50 x 100 cm - 2 bath towels : 100 x 150 cm - 2 bath mats 825g./m2(50x75 cm) (3 for bathrooms with separate shower and bathtub) - 2 bathrobes 485 g./m2 (100% luxury cotton) - 2 pairs slippers (no bag)

Bath Linens in Sofitel Suite & Club Millésime Rooms meet the Sofitel/Yves Delorme Bathroom Linens Program specifications: Towels : 570 g./m2 (100% luxury cotton) - 2 face towels 30 x 30 cm - 2 hand towels 50 x 100 cm (1 separate for shower) - 2 bath towels : 100 x 150 cm (1 separate for shower) - 2 bath mats 825g./m2(50x75 cm) (1 for separate shower) - 2 bathrobes 485 g./m2 (100% luxury cotton) with Sofitel Embroidered Icon - 2 pairs of slippers presented in an embroidered linen/cotton bag

For Sofitel Suite & Club Millésime Rooms, Guest toilet contains: - 1 x 50 gr. Soap - 5 face towels rolled in a small basket - 1 tissue box

Bath Linens in Opera and Prestige Suites meet the Sofitel/Yves Delorme Bathroom Linens Program specifications: Towels : 570 g./m2 (100% luxury cotton) - 3 face towels 30 x 30 cm - 4 hand towels 50 x 100 cm (1 separate for shower) - 4 bath towels : 100 x 150 cm (1 separate for shower) - 3 bath mats 825g./m2(50x75 cm) (1 for separate shower) - 2 bathrobes 485 g./m2 (100% luxury cotton) with Sofitel Embroidered Icon - 2 pairs of slippers presented in an embroidered linen/cotton bag

For Sofitel Suite, Club Millésime Rooms, Opera and Prestige Suites, guest toilet contains: - 1 x 50 gr. Soap - 5 face towels rolled in a small basket - 1 tissue box

Bath linens are clean, soft, pleasant smelling and in immaculate condition (no holes or frays). New towels are never used before washing thoroughly.

The bathrobe, with the belt attached, is hung on a peg in the bathroom or, if this is not possible, on a hanger in the closet.

A stainless metal waste bin with a lid and a rubberized base is placed in the bathroom.

There is a liner; either a bin bag (preferably transparent or white) placed inside with no more than 5 centimeters folded over on the outside; or a white paper waste bin base that fits exactly into the bottom of the bin (no logos or perforated paper).

One free standing hair dryer (minimum 1800 watts) per room is provided, and is in working order, clean and free of dust accumulation.

The hair dryer is displayed so as to be found easily by the guest (and not hidden in the closet

RBA.2470

RBA.2480

RBA.2490

RBA.2500

RBA.2510

RBA.2520

RBA.2530

RBA.2540 The guestroom temperature is not adjusted.

RBA.2550

RBA.2560

RBA.2570

RBA.2580

RBA.2590 Water glasses are not emptied as they may contain medicine or contact lenses.

RBA.2600

RBA.2610 Curtains and blackouts are closed.

RBA.2630

RBA.2635 Laundry service / offer is placed on the bed or on the night stand during turndown.

RBA.2640 All rubbish is removed from all waste bins.

RBA.2650 A one-hour express ironing service is available. A charge is made for this service.

RBA.2660

RBA.2670

Evening turndown is provided by 9:00 PM each night of the guest's stay. Turndown service is provided in a non-obtrusive manner, preferably while the guest is out of his/her room.

If the guest is in his/her room, the Ambassador member asks permission to prepare his/her room for the night.

If the guest declines the service, the Ambassador member either agrees on the best timing or informs the guest that the room can be prepared at his/her preference by contacting Housekeeping/Internal Call Centre.

The guestroom and bath are fully refreshed including replacing any used linens, glassware, amenities, coffee and tea supplies, re-pointing tissue and emptying trash. Used glassware are taken for washing.

The bed is turned down per MyBed specifications. The bedspread/counterpane/throw is removed, folded and put away per standards.

A floor mat, with slippers, is placed beside the bed (two in the case of double occupancy).

On the bedside table without the telephone or on the one with the most free space are placed: - A doorknob breakfast card - A 50cl bottle of mineral water (two if there is double occupancy).

The lighting levels are adjusted. In the bathroom, the ceiling lights and the magnifying mirror light are turned off. In the room, the foyer light and nightstand lights are turned to the lowest settings.

Night light in bathroom is illuminated. (If make-up magnifying mirror is used as the night light, then it should remain turned on).

Guest clothing items are neatly arranged, folded and placed on surfaces or on the bed. Shoes are neatly arranged in pairs

Nothing on the bed. Only SoBoutique brochure on turn down

Arrangement of guest belongings is respected. Cash and other personal items (receipts, credit cards, passports, etc.) are not disturbed.

Personal toiletries are neatly arranged in the bathroom per Sofitel specifications on a hand towel or face cloth.

The SoBoutique brochure is placed on the bed or on the night stand during turndown.

The dry cleaning/laundry service is provided seven days a week, during business hours.

If differnt linked to local constraints it has to be mentionned on the laundry service offer. MPN

Garments are collected within 15 minutes of the request. The order slip is collected by housekeeping Ambassador and a copy is left to the guest. The guest is provided with a copy of the order slip.

RBA.2680

RBA.2690 Laundry deliveries are made before 9.00 PM or at the time requested by the guest.

RBA.2702

RBA.2705 skip "new"

RBA.2710 Garment is delivered on time.

RBA.2720

RBA.2730

RBA.2740 The hotel provides Shoe Shine serviceRBA.2750 Shoes are collected within 15 minutes of the request.

RBA.2760 Shoes are delivered when promised (as stated by Ambassador / instruction sheet).

RBA.2770

RBA.2780

RES.0010 The hotel has a reservation service distinct from reception and the switchboard.

RES.0020

RES.0025 In any case, a reservation can be made 24 h / 24 h, 365 days a year (no voice mail)

RES.0027

RES.0040 Le Club Accorhotels

If the cleaning is not made in house, the dry cleaning / laundry service is provided at least 5 days a week

If the order slip is not filled in, Ambassador complete it with the client and confirm cleaning method, the number of garments and return time without prompting. If guest is no longer in his room, a card and completed order slip are left in room to inform HK Ambassador came.

Global remark done : not possible to confirm cleaning method with the guest and also to count with him the number of garments

Laundry Ambassador is well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail according to the Sofitel Appearance / Look guidelines.

Laundry Ambassador wears their full new Sofitel uniform including the name tag jewelry meeting Sofitel specifications.

Items of clothing are grouped or individually wrapped with a label showing the guest's name and room number: - Shirts are folded (unless the guest gives instructions to the contrary) with a cardboard collar in white tissue paper. - T-shirts, polo shirts: folded in white tissue paper. - Underwear: folded and grouped by type of garment in white tissue paper. - Socks: folded in pairs in white tissue paper. - Trousers, skirts: on trouser/skirt hangers inside a plastic bag - Jacket, dress: on a black hanger inside a plastic bag.

Folded garments are placed inside a wicker basket with the laundry slip (the guest retains a copy) or other proper container per Sofitel specifications.

Guest Bathroom Bathtub/Shower Enclosures/Fixtures/Shower Curtain and Overlay (Cleanliness)

Guest Bathroom Bathtub/Shower Enclosures/Fixtures/Shower Curtain and Overlay (Condition)

The reservations service is open from 8 a.m. to 9 p.m from Monday to Friday and from 8 a.m. to 12.30 p.m. on Saturday. These hours vary according to the region (local weekly rest days and public holidays).

A client calling to make a reservation receives the same level of service, whether handled by the reservation service or by any other alternative (front office, internal call centre…).

Reservation Agents is fully trained on the Sofitel Reservation training program before being released for service. This includes, induction, communication training, reservations system training, Step Program, Sofitel Packages, property knowledge (features, benefits, services, guestrooms, facilities, location, directions, etc.), Guest History, AlClub, Ambassador Day, Sofitel Pricing policy and revenue management techniques.

RES.0050 Reservation Agents are fluent in a minimum of two languages including English.

RES.0052

RES.0055 skip "new"

RES.0070 Reservations Agents answer all calls within three rings.

RES.0080

RES.0090

RES.0110

RES.0120


RES.0132 Reservation Agents inquire whether the guest has stayed before.

RES.0134


RES.0150

RES.0160

RES.0170

RES.0175

RES.0180

RES.0195

Reservation Ambassador is well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail accordingly to the Sofitel Appearance / Look guidelines.


The Reservation Agent greets the caller in French with "Bonjour/Bonsoir" followed by "Welcome to the (name of the property) Sofitel" in the caller's language whenever possible, the local language or in English.

Reservation Agents address the caller by name as soon as it is possible in a natural tone and at least twice during the call.

Reservations Agents demonstrate a warm and caring attitude, placing callers at ease. The agent's smile and positive, attentive body language is communicated over the telephone.

Reservation Agents use vocabulary that is professional, clear and concise; understandable to all guests, (even with repeat guests familiar with the hotel and Ambassador), avoiding hotel industry or internal jargon (e.g. "RA1 rates", "no show", etc.)

Reservation Agents inquire whether the guest is a member of the Sofitel AlClub Loyalty Program.

In any case, reservation agents thank the customer either for his loyalty, either for showing interest for the property.

Reservation Agents make full use of the Guest History and AlClub programs to identify and recognize repeat guests creating personalized and pleasurable experiences. For repeat guests, agents adopt a service attitude that demonstrates and reflects our knowledge of the guest's preferences and past experiences.

Before making a proposal to the caller, Reservation Agents identify the caller's needs (first stay in the hotel, business or pleasure, alone or accompanied, the duration of the stay, etc...).

When reservations are unavailable over the period requested, Reservation Agents make every effort to offer a solution to the caller such as: offering a Sofitel hotel in the vicinity; offering a mid-range Accor property (explaining benefits of this category of property); offering a wait list; or for repeat guests recommending a rival hotel.

After identifying the requirements of the caller, Reservation Agents make a personalized offer: date of arrival ("you would be arriving on Monday, 5th of October") Package or seasonal promotion (romance, weekend, Business premium...), guestroom category, guestroom type (smoking or non-smoking, single or double, etc.), and any special features.If there are children, reservation agents ask their first names and ages.

The agents use up-selling and crossing techniques with descriptive explanations (features, facts and benefits) to paint a picture of the sensation and experience for the guest ("you will have access to our Executive Floor", "your room has a superb view over the lake..."etc.).

Reservation Agents inquire how and when (date and approximate time) the guest will be arriving and leaving, and offer assistance at the airport and transfer to the hotel by limousine.

If the Guest is coming for the first time and is willing to arrive on his / her own, the Reservation agents propose that the hotel (concierge, guest relations…) send information on how to arrive at the hotel (train, taxi, bus, metro…)

RES.0200

RES.0210

RES.0220

RES.0260

RES.0272

RES.0276

RES.0290

RES.0300

RES.0310

RES.0320 In the case of an advance deposit reservation, the deposit is also refunded.

RES.0330

RES.0340

RMS.0010 Room Service is available 24 hours a day, seven days a week.

RMS.0022

RMS.0025 skip "new"

RMS.0040 Le Club Accorhotels

RMS.0050

RMS.0060

Reservations details (arrival and departure dates, number of nights...) are clearly and concisely recapitulated to ensure that everything is correct and nothing has been forgotten.

Reservation Agents confirm the reservation by accepting a credit card guarantee or direct billing authorization.

Reservation Agents communicate the terms of cancellation and consequences of no-show.

The reservations agent thanks the caller "Thank you for calling, Mr./Mrs./Ms X. Goodbye." and if a reservation has been made (not simply an inquiry), the reservations agent wishes the person an enjoyable stay.

If the reservation is processed directly by the property, a confirmation is processed in the same day via email or fax or postal mail.

Regardless of the type of confirmation, paper or electronic, the confirmation is meeting Sofitel brand identity requirements.

If a caller wishes to cancel an existing reservation, Reservation Agents locate the reservation, cancel it (if possible with the tariff and conditions of the rate booked) and provide the caller with a cancellation number. Cancellations are processed per the Sofitel cancellation policy. No walk out policy for Step clients.

Properties honor confirmed room rates, accommodations types and guaranteed reservations. If a property is not able to honor any confirmed reservation, the property must find comparable accommodations at a convenient hotel.

In relocation, the property pays for any necessary expense incurred by the change; including but not limited to, the cost of the first night's room and tax (if higher price), and round-trip transportation to the property.

Guests, who stay longer than a single night, are invited to return to the property the following night with an upgrade or other VIP treatment. The General Manager or a member of the Executive Committee must follow up with an apology to the guest in writing (including a complimentary gift).

The Reservation Ambassador updates the Guest History Profile information to note both successful experiences and recommendations and guest satisfaction opportunities to enable better service in the future.

The Room Service Ambassador is well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail accordingly to the Sofitel Appearance / Look guidelines.

Room Service Ambassador wears their full new Sofitel uniform including the nametag and jewelry meeting Sofitel specifications.

Room Service Ambassador has followed up a training program before being released for service. This includes, induction, communication training, Step Program special amenities, Fit for Business, Sofitel Packages amenities and services, property knowledge (features, benefits, services, guestrooms, facilities, location, directions, etc.), Guest History, AlClub.

Room Service Ambassador have at least a good command of English related to Room Service menus and services.


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RMS.0090 The Continental Breakfast menu is served 24 hours a day, seven days a week.

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RMS.0155 Ambassador projects a positive, polite, professional and courteous demeanor.

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The Room Service menus (breakfast, lunch, dinner, overnight, and beverage) meet the minimum Sofitel In Room Dining Menu guidelines regarding items offered, recipes and preparation methods, updates and changes.

Beverage menu includes a minimum of 8 wines by glass including a minimum of 2 French wines. Champagne is served by the glass (minimum white brut and rose selection).

All menu items are described in English and the local language (additional languages are allowed accordingly to the mix of nationalities).

Continental Breakfast orders are delivered within 15 minutes. other hot food orders within 30 minutes, Door Knob order within 5 minutes from time indicated. Beverage without meal within 15 minutes

Room Service order takers answer telephone within three rings. There are no background noises

The order-taker provides a cheerful greeting ("bonjour..." "bonsoir...") using the guest's name and offers to serve.

The order-taker uses the guest's surname 2 times during the call: 1 at greeting, the second at closing.

The order-taker is knowledgeable about the menu offerings, portion sizes and method of preparation and known food allergies.

The order-taker is able to describe the hours, features, and services of all other food and beverage outlets.

If requested, the order-taker arranges for menu items available from other food and beverage outlets. Tout est possible!

The order-taker uses suggestive up-selling techniques and makes recommendations (offering beverages, wine, bottles water, appetizers, desserts, etc.)

Order-takers ask the appropriate preparation/condiment questions based on the guest's order.

If the Guest is taking several courses (appetizers, main Course, desserts) the order-taker proposes a service in 2 sequences.

The order-taker repeats the complete order and asks to the guest if any additional assistance is needed.

If the breakfast is included in a package, the order taker confirms with the guest that the breakfast is included.

The order taker proposes several choices of newspaper to be included with the delivery.

The order-taker offers the guest a guaranteed time, quoting an exact hour of delivery. Example "your order will be delivered in 30 minutes at 9.30 AM "

If the order takes more than the time quoted, the order-taker notifies the guest, to offer an apology and give another estimate time.

The order-taker thanks the guest for the opportunity to serve and allows the guest to hang up first.

The Ambassador is aware of the guestroom layout of the specific order and uses the table/ trolley / order tray set-up that will provide the best guest experience.

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RMS.0320 Room Service tables, trolleys and trays are in excellent condition and immaculate.

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The Ambassador is aware of the specific Sofitel Packages offered and prepares the related services accordingly to the room layout (breakfast in room, amenities,...)

Room Service tables and trays are set with a pattern of china and the appropriate glassware and flatware.

All service ware (glassware, plates and covers) is clean, polished, spotless and well maintained. Free of chips and cracks.

Room Service orders are delivered on linen-lined trays or from linen-covered room service carts / trolleys.

The linen Tablecloth and Napkin (100% cotton) is white or beige. Properly pressed and clean, free of holes.

All food and beverage items are covered during transit to the room and from the room.

Plate covers and lids properly sized for service containers and plates are used during transport. Plate covers are metal (stainless) and free of dents.

For food, plastic wrap and foil are unacceptable for serving pieces that have cloches, covers, napkins or lids available.

Glass wraps caps are used in the transport of beverages in glasses or Ambassador brings separately the bottle and empty glass.

Food and beverage presentation and product quality equals that available in the property dining rooms and lounges.

Accordingly to the type of meals ordered, the tray / trolley set up conforms to the Sofitel Room Service Set up Guidelines.

Food and beverage items are made to order based on the guest's special preparation requests.

A glass of water per entree is placed on the tray/table when no other beverage is ordered.

The order is delivered within the time promised. Order can be deliver only +/- 5 minutes within the timing given.

The Server approaches the room, positions him/herself in front of the security viewer ensuring his/her nametag is visible, and knocks on the door/use the door bell.

At breakfast the server picks-up the newspaper (if it is available at the guestroom door) and serves it with the order.

When the guest answers, the Server smiles and provides a greeting, (bonjour (before 5pm) / Bonsoir (after 5pm) using the guest's name, introduces himself.

The Server inquires where the guest would care to dine and proceeds to prepare the tray/table in the proper location. In a suite or terrace with a dining table, the Ambassador will offer to set it.

The Server reviews the order with the guest and ensures all service items and condiments are present.

The Server presents the food, removes all food and beverage covers, opens bottled beverages (such as soft drinks, beer and wine), offers to pour the beverage (such as coffee in coffee pot or bottled beer, etc.) and asks the guest if there is anything else they may need.

Wine by the glass service is done with pouring in glass or carafe in front of the guest following wine service etiquette.

to be validated with WW

White wines/champagnes are placed in Ice bucket/ red wine on a wine caddy/coaster.

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RMS.0732 The Food ordered is fresh, crispy and of good flavour

RMS.0733 Viennoiseries are fresh and tasty and of high quality

RMS.0734 The Food is served at correct temperature

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RST.0010 Public Restroom Ceiling/Vents/Lighting/Light Fixtures (Cleanliness)

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RST.0020 Public Restroom Ceiling/Vents/Lighting/Light Fixtures (Condition)

The Server pours a sample for the guest and waits for approval. If, after tasting, the guest declines the bottle of wine, the Server will remove the wine from the room and offer another selection. The new selection is served within 10 minutes.

Hot Food is served in a hot box. Waiter offer to remove food from the cabinet. the box is removed from the room by the server if accepted by the guest

The Server presents the check in a Sofitel approved check folder with a Sofitel pen to the guest. The Server retrieves the signed check to provide to the Room Service Order Taker.

The Server explains the tray/table pick-up process asking the guest to call Room Service / the Internal Call Centre to pick up the tray/table when they are finished.

The server thanks the guest using the guest's name, makes a final offer of assistance and wishes a pleasant meal (for example "Bonne continuation"/"Bonne degustation"/"Enjoy your meal").

Filtered coffee is served in a coffee press. The coffee is pressed in the room in front of the guest. The coffee press is transported in an insulated cover to ensure the proper temperature. The coffee press serves at least two cups of coffee per person.

At breakfast, the Ambassador presents the Bread Basket (2 croissants, 2 pains au chocolat or another types of Danish, a breakfast baguette 18cm, 70 g) briefly describes the different types of bread and viennoiseries.

Standard for 1 person: Croissants Minimum 50g and hotels which want 80g is possible (2

50g croissants or 1 80g croissant)

Les viennoiseries sont cuites à point et

croustillantes

For lunch and dinner, a Bread basket (3 type of breads including mini baguette) is served with all meals excluding sandwiches order and ethnic food.

Serving typical breads from the hotel's region is

recommended (if it's appropriate and quality bread)

Trays / Trolleys are picked-up within 15 minutes of the guest's request or the agreed upon time.

A tray and table tracking system is in place to ensure corridors remain free of Room Service equipment and soiled service ware.

The Room Service Ambassador updates the Guest History Profile information to note both successful experiences and recommendations and guest satisfaction opportunities to enable better service in the future.

A nanny service is available (complementary or not) to look after babies and very young children .

Resort properties have a professional "Kids" Ambassador to care for children from 5 to 12 years old with interactive beach areas and excellent quality play installations.

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RST.0030 Public Restroom Entrance Door/Walls/Baseboards (Cleanliness)RST.0040 A cold oshiburi are proposed to Guests upon their arrivalRST.0040 Public Restroom Entrance Door/Walls/Baseboards (Condition)

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RST.0050 Public Restroom Floor (Cleanliness)

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RST.0060 Public Restroom Floor (Condition)

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RST.0070 Public Restroom Mirrors/Vanity/Sinks/Fixtures (Cleanliness)

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RST.0080 Public Restroom Mirrors/Vanity/Sinks/Fixtures (Condition)

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RST.0090 Public Restroom Privacy Partitions/Toilets/Urinals (Cleanliness)

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RST.0100 Public Restroom Privacy Partitions/Toilets/Urinals (Condition)

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RST.0120 The Sofitel Resorts has appointed a "Well Living Concierge".

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RST.0140 Once a week, during peak season, a Sofitel Resort is organizing a special event.

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A fresh, natural and healthy drink is offered on arrival. Beverages are served on right temperature, tasteful and presented attractively.

The Ambassador describes shortly the proposed beverages stressing its benefits. This fresh juice will give you energy and refresh your body! This fresh juice is made with…

Proximity totems guiding the pedestrians to different areas of the resort are properly displayed. Used in sequence, they are present at path junctions or wherever one might get in doubt about his/her way.

Candle ritual is extended to outdoor areas and fully part of the “sunset” atmosphere.

The bar selection emphasizes healthy items such as fresh fruits smoothies, frozen fruits cocktails, fresh fruits kabobs, fresh squeezed juices, infused iced teas, waters selections and heart healthy appetizers. Seasonal, fresh, local and authentic products are used whenever possible.

Every night, a romantic ambiance is set-up in a quiet and beautiful location (on the beach, in the garden…). The service is differentiated from the restaurant through dedicated “rituals” (eg. Champagne, candle rituals, musicians…) and the menu is offering premium products (e.g. Lobster & champagne testing…). All in all, the Candle Light Dinner is a “Signature dinner” and as such is extra charged.

All Sofitel Resorts provide age appropriate children activities reflecting the property's environment and location (e.g. gardening workshop, cookery workshop, photography tour, spa workshop, boat trip, the Tuaregs, nature, visiting the town, raising environmental awareness, etc.)

The Well Living Concierge advises the Guest (not limitative list!): Healthy tips: recovering after a long trip, accommodating with heat - Activities within the resort: from sunrise to sunset experiences…for each individual of the family…- Activities outside the resort: site visits…-All other Sofitel Brand Standards related to this section must be applied.

The Kids and Family Ambassador in Resort meet Sofitel standards related to service levels and procedures, property information, appearance (well groomed in appropriate new Sofitel uniforms with name tags) and attitude.


The Ambassador in charge of children is locally accredited, experienced and qualified professionals.


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RST.0240 Children's linens meet Sofitel specifications.

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RST.0290 Children are welcomed with gracious hospitality.

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SAL.0030 The Sofitel Hero is speaking fluently 2 languages including English.

The following age-appropriate items are available through Internal Call Centre, the Library or the Concierge: - Drawing book, colored crayons - Comic book, DVD, children's book – in the guests' language - Games kit: cards, Rubik's cube, mental games - Outdoor kits (T-shirt, cap, sun glasses)

All Sofitel Resorts Well Living Concierge or Butler complete these duties for Children and Family: - Arranging family-oriented excursions and activities - Arranging child care with approved vendors - Performing personalized Turndown services and with amenities focused on the family or children - Arranging special Room Service and mini-bar selections for the children - Arranging DVD players and movie rentals or in-room gaming systems - Arranging Kids Activities sponsored by the property or attendance at Villa des Enfants

Information regarding the children's activities is presented by the Well Living Concierge and is also available at the Front Desk, Internal Call Centre and regular Concierge. A full description is also provided in the Guestroom Directory.

Daily age appropriate activities include : - Activities reflecting property's environment and location (e.g. gardening workshop, cookery workshop, photography tour, spa workshop, boat trip, the Tuaregs, nature, visiting the town, raising environmental awareness, etc.) - Sports, leisure activities and games - Mid-morning and afternoon nutritious snacks - Lunch - Gifts and surprises - Crafts and art - Travel Diaries

Welcoming children products are provided free of charge in the room and adapted to children of different ages.

Mini Bar snack menu used to stock the mini bar with drinks and snacks appropriate for children, meeting Sofitel specifications.

All Sofitel properties have family oriented DVDs (in English and the local language) and DVD players available for in-room viewing. DVD players and movie selections are available for in-room use through the Internal Call Centre.

All Sofitel properties have gaming systems and family oriented games available for in-room gaming. Games and Game systems are available for in-room use through the Internal Call Centre.

Special kid's bubble bath preparations is available upon request and includes age appropriate rubber bath toys.

The week's activity program is provided to children at arrival by the Front Desk Ambassador / Well being concierge.

The Ambassador explains the activities and invites the children to sign-up for the age appropriate activities.

If the children are not prepared to sign up at check-in, the children / parents are contacted the day before the activity and invited once again to join.

The turndown service includes turning down the bed using the child-sized robes and slippers and placing the special children's amenity (such as cookies and milk) per Sofitel specifications.

In suites, Two pairs of flip flops, meeting Sofitel specifications are in closets at resort properties (for use at the pool and Spa).

The hotel has appointed a Sofitel Hero in charge of coordinating the Sofitel Step Program for Travel Deluxe Agent.

An adequate back up is implemented during the absence of the Sofitel Hero. A Deluxe Travel Agent can reach the hotel 24/24, 7/7 and talk to the Sofitel Hero / back up.

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SPA.0010 The Sofitel property has a Spa.

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The Spa is promoted throughout the hotel (including brochure).

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SPA.0080 The Ambassador has a good command of English and local language.

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SPA.0110 Spa Ambassador is knowledgeable regarding property products and services.

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All the information related to the Step Program has been communicated by the Sales Department to each department of the hotel: Front Office, Guest Services, Concierge, House Keeping, Food and Beverages...

A Travel Deluxe Agent request is answered within 3 hours for domestic Travel Deluxe Agents and 24 hours for international Travel Deluxe Agents.

The guest of a Travel Deluxe Agent is never contacted directly by the hotel unless formally requested by the Deluxe travel Agent.

The Sofitel Hero prepares the stay accordingly to the elements of the Step Program: - No walk policy for guaranteed booking, - Upgrade room upon availability, - Handwritten welcome note naming also the Deluxe Travel counselor and agency, - Amenities, - Express Check In.

All the information related to Sofitel packages have been communicated to each department of the hotel: Front Office, Guest Services, Concierge, House Keeping, Food and Beverages...

Each Ambassador member is knowledgeable regarding the content and conditions of each Sofitel Package.

The spa is open from 8:00 a.m. until 8:00 p.m. seven days per week or according to local regulation and mix of guests.

The spa is open and staffed on time. Ambassador is ready and supplies are stocked 15 minutes prior to opening.

A unique variety of services are offered to meet guest demand including massage, aromatherapy, reflexology and aesthetic services. Services meet the Sofitel Spa requirements.

The Spa offers: - two signature treatments, "So Rejuvenating" (face treatment) and "So Exhilarating" (body treatment), - a "destination treatment" and several "Rendez vous" (short treatments, blending cosmetology and F&B…).

All the treatments are presented and detailed in the Spa Menu. This menu is available is room directly.

The Spa Ambassador (whether employed or contract) is well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail according to the Sofitel Appearance / Look guidelines.

Spa Ambassador wears their full new Sofitel uniform including the name tag jewelry meeting Sofitel specifications.

All positions (whether employed or contract) have successfully completed the Sofitel Induction before being released to service

All positions (whether employed or contract) have successfully been trained on the specific elements of the Sofitel Spas programs before being released to service


The Ambassador is aware of the specific Sofitel Packages offered and delivers the related services accordingly.

Spa practitioners are knowledgeable and comply with local certification rules, regulations and safety practices.

The Spa offers public space separated into 2 different environments: deep relaxation and socialization where the guests can interact.

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SPA.0230 Publications are current and in excellent condition.

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SPA.0280 The spa air quality is fresh and clean.

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SPA.0300 Noise levels from service areas or adjacent public areas are not audible in the spa.

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The Spa includes the following features/components: the reception area, the retail area, the socializing patio, the treatment rooms, the hammam, the changing rooms, the deep relaxation room, the nail and foot lounge.

The spa reception is welcoming, organized and in impeccable condition regardless of the time of day.

Welcome/waiting area includes a welcome desk, a lounge space, a discovery bar to introduce the ingredients and benefits of the cosmetic products, a water feature, a comfortable seating, quiet music, aromatherapy and soothing decor.

An iconic object is placed just outside / at the entrance of the Spa to evoke an atmosphere of well being for the Guest.

The Socializing patio includes a waiting area with armchairs and coffee tables, a reading space, a "Nature and Fruits" bar where food and beverage can be brought to clients.

An assortment of luxury spa products and accessories structure around "see", "taste" and "buy" are available for purchase meeting Sofitel Spa specifications. Products are tidy, well organized and dust free.

Guests can buy all products used during the treatments and all associated products for a "spa at home experience": bath foams, candles, eye masks, body lotions, facial creams…

A pricing list/brochure of services is available for review by the guest before charges are incurred. Spa materials are presented in English and the local language.

Brochure racks and guest information displays reflect the décor of the spa and are neatly arranged and fully stocked.

Service listings, brochures and other collateral materials are laser printed or professionally produced. Materials are current, clean and well maintained.

Daily newspaper(s) (including at a minimum local, international and french editions) are available and in excellent condition displayed at the entrance on a stand.

A wide selection of complimentary magazines is available for guests to read, featuring French culture and other popular themes such as health and wellness (including on line editions).

The environment (lighting levels, air quality, music and temperature) is comfortable and matches the theme and décor of the Spa.

After the sunset or 5pm, the spa applies the candles ritual: lights are dimmed and candles put in place by a candle master following the Sofitel Candles Ritual guidelines.


Fragrances are diffused inside the spa using sprays, cold air diffusers and/or candles.

The music in the reception area reflects the identity of the property / spa and is adjusted according to the time of day or mood to be established according to the Sofitel Music Guidelines (organic, ethnic and classic mixes). Music is always played. There are no intervals of silence.

There are upscale custom designed and well-appointed light fixtures, complementing the overall theme of the spa. There is excellent overall illumination.

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SPA.0410 Light bulbs are energy efficient, in working order.SPA.0420 Flooring is dry unless located in wet areas, in which flooring is non-slip.

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SPA.0470 Thermometer is functioning and easy to read.

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There is a fresh flower arrangement, in line with the Sofitel botanical guidelines, with clean water displayed In the spa. Water is clean and clear.

Spa service treatment areas, furnishings and equipment are immaculately cleaned and sanitized. Equipment is sanitized after each use.

The treatment area includes three types of rooms: single treatment rooms, double treatment rooms and double treatment rooms with bath.

Single treatment rooms are closed and calm and include one massage bed, one feet bassin, one client shower, one client locker, one client seat and one basin and storage for practioners.

Double treatment rooms are closed and calm and include 2 massages beds, 2 seats, 2 foot basins, 2 stools for practioners, 2 lockers, 1 double shower, 1 basin and storage for practioner.

Double treatment rooms are closed and calm and include 2 massages beds, 2 seats, 2 foot basins, 2 stools for practioners, 2 lockers, 1 double shower, 1 basin and storage for practioner.

All treatment rooms are equipped with the "MyBed Spa": a highly comfortable mattress and mattress topper, a cotton or flannel fitted sheet, a cotton or flannel quilt cover, a quilt selected among three models, a boudoir pillow and pillow cover, a comfort pillow selected among three models, a Sofitel Luxury pillow slip.

Each treatment room is equipped with an iPod docking station and a iPod loaded with Sofitel Spa playlist.

Treatment rooms are sound proof. Noise levels from adjacent treatment rooms, corridors, and other spa / service areas are not audible in the treatment rooms.


The upholstery materials are in excellent condition (not worn, punctured or faded) and clean (free of crumbs, stains and dirt).

Furniture arrangement in waiting or relaxation areas is conducive to guest relaxation, accommodating several small groups and reflects the original placement and design.

Fragrances are diffused inside the the dry room, the steam room and the scrub room using sprays, cold air diffusers and/or candles.

The dry room, the steam room and the scrub room are clean, free of debris and soiled towels.

The dry room, the steam room and the scrub room areas function properly; air quality is fresh; areas are clean and sanitized.

Heating units are clean and polished. Water for heating unit (if applicable) is kept refilled.

dry room, the steam room and the scrub room safety instructions are clearly displayed and easy to read.

Water quality is regularly checked and conforms to (local regulatory) health / quality standards.


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SPA.0520 Changing areas are designated non-smoking areas.

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SPA.0570 Benching and other furniture are in excellent condition and clean.

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SPA.0590 Air quality is fresh and mildly scented. Ventilation systems are working properly.

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SPA.0670 All supplies are well stocked. Dispensers are clean and well maintained.

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The Spa space includes a deep relaxation room made up of alcoves slightly separated from each other with sheer curtain to separate, individual lighting and personalized music. The deep relaxation room is a closed, soundproof and calm room with softened lighting. The deep relaxation room has comfortable relaxation beds, pillows, blankets, coffee tables to place tea or magazines.

The Nail & Foot Lounge overlooks the Socializing patio but is separated by a transparent curtain that lets light in while preserving guest privacy. The Nail & Foot Lounge is made up of seats, several foot basins and one shower room.

Changing areas are designated with appropriate signage. Signage meets Sofitel specifications.

Upscale and first class changing areas, reflecting the theme of the spa, are provided.

The music in the changing areas reflects the identity of the spa and is adjusted according to the time of day or mood to be established according to the Sofitel Music Guidelines (organic, ethnic and classic mixes). Music is always played. There are no intervals of silence.

Changing areas are immaculate, including lockers, vanity, floors, stalls, sinks, soap dispensers, toilets (seats, bases, etc.) and mirrors.


The environment (lighting levels, air quality, music and temperature) matches the theme and décor of the property.

Ceilings, walls, floors and doors in lockers and showers are clean, well maintained and free of mold and mildew.

Ample premium quality locker room amenities are provided for guests using the facility and meet Sofitel specifications.

The amenities are properly positioned in the vanity and shower areas as appropriate. Amenities are well stocked, organized, clean and include: - Cotton swabs (in closed plastic) - Shower bonnets (in closed plastic) - Small nail files (approx 8 cm) - Small black comb with large teeth (in closed plastic) - Loofah/sponge (in closed plastic) - Deodorant - Make up remover - Shaving cream - Disposable razors - Lotion - Anti-bacterial soap - Hair gel - Mouthwash - Shampoo - Conditioner

Restrooms guest supplies include: -Two-ply facial tissue enclosed in an upgraded/designer box - Brand-approved amenities in approved dispensers (hand soap, moisturizing lotion) - Air dryers and cloth hand towels; paper towels are not acceptable. - A decorator receptacle is available for soiled towels. The receptacle is emptied hourly at a minimum, or as needed. - Two rolls of facial-quality toilet tissue per stall - Toilet seat covers and dispensers - Feminine sanitary product receptacle per stall (ladies room) and one dispenser per ladies restroom

There is an ample supply of clean high-quality towels, meeting Sofitel specifications, free of stains and tears.

There is an ample supply of clean high-quality robes and slippers meeting Sofitel specifications.

Chilled mineral water and infused water are available by the saunas and steam room.

SPA.0710 Wet bags are provided in the changing areas for wet clothing and swimwear.

SPA.0720 Showers are in excellent condition, with ample hot water and water pressure.

SPA.0730 Sink areas are dry.

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SPA.0780 Spa appointments are held for 15 minutes after the reservation time.

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SPA.0800 Ambassador uses the guest / caller's name at least twice during the call.

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SPA.0860 Appointment commitments and special requests are planned for and met.

SPA.0870 Guests are greeted within 20 seconds of their arrival at the entrance of the Spa.


A sufficient number of clean and well maintained hair dryers are supplied in the changing areas.

Sofitel Telephone Etiquette standards are met by Ambassador answering appointment reservation calls. Calls are answered within three rings; callers are never placed on hold for longer than 30 seconds, etc.

Telephone ringers are set to an unobtrusive level and conversational voices from Ambassador on the telephone do not disturb spa guests.

Ambassador great callers saying "Sofitel..., Spa reservations service" or "bonjour (before 5pm or before the candle ritual) / Bonsoir (after 5pm or after the candle ritual) (Ambassador Name) at your service."


The reservation Ambassador enquires if the guest / caller has decided on which treatment he/she would like to experience and he /she would like some assistance in designing his/her day at the spa.

If the guest/caller has selected a treatment(s), the reservation Ambassador confirms the basic description(s) with the guest, identifies and describes to the guest other treatments that can be taken in conjunction with the requested treatment.

The reservation Ambassador proposes a facial in conjunction with the requested service (if applicable).

If the guest has not decided on a treatment, the reservation Ambassador describes the facilities available, asks how the guest would like to feel after the treatment ("relaxed", "energized" or "invigorated") and proposes a treatment(s) accordingly.

When spa appointment times are not available, Ambassador suggests alternative times, treatments or days.

Ambassador accurately gathers and records the following information: - Date and day of the week for the reservation - Time of the reservation / treatment - Name of person calling - Number of guests in the party (if more than one guest will be requiring an appointment) - Best phone number to reach the party/room number or the property where they are staying (in case they are from another property) - Special requests (birthday, anniversary, etc.) - Ambassador initials (person taking the reservation) - Date the reservation was made

Ambassador repeats the important appointment information back to the caller such as date, time, type of treatment, and any special requests.

If a guest calls to cancel an appointment, Ambassador expresses appreciation for the call and offers a appointment at another time or date.

SPA.0880

SPA.0890 The Ambassador uses the guest name twice during the reception activities.

SPA.0900

SPA.0910

SPA.0915

SPA.0920

SPA.0930 Reception Ambassador introduces the spa practitioners to the guest.

SPA.0940

SPA.0950

SPA.0960

SPA.0980

SPA.0990

SPA.1000 Spa Ambassador can describe the available spa treatments and services.SPA.1010 Practitioners and instructors are punctual for appointments.

SPA.1020 Towels meet Sofitel specifications. Towels are clean, free of rips, stains and tears.

SPA.1040

SPA.1050 The Ambassador uses the guest's name twice during the treatment activities.

SPA.1060

SPA.1070

SPA.1080 Ambassador follows all security and privacy procedures related to spa treatments.

SPA.1090

SPA.1100

SPA.1110

All guests are greeted by the Ambassador with pleasant eye contact, a warm smile and "bonjour (before 5 pm or before the candle ritual) / Bonsoir (after 5 pm or after the candle ritual) Madame" (if it is a woman), "bonjour (before 5 pm or before the candle ritual) / Bonsoir (after 5 pm or after the candle ritual) Monsieur" (if it is a man) and then in English or the local language.

The Ambassador verifies whether the guest has an appointment. If so, the Ambassador confirms the guest's name, room number, type of treatment and special requests or occasions.

The Ambassador uses appointment information to personalize services (such as using guest names, relating welcome/welcome back, offering congratulations on special occasions, special seating requests, etc.)

The Ambassador enquires if the guest would like a glass of chilled water, tea or aromatic water, fresh lemongrass…

Guests are escorted to treatment room or relaxation area and provided instructions on where to change, how to use to the lockers.

Ambassador assists guests with information regarding all spa facilities, services and treatments.

The Ambassador uses the guest's name twice during the departure / checkout activities.

The Ambassador provides a final offer of final assistance, thanks the guest and invites he/she to return.

All guests are greeted by the Ambassador with pleasant eye contact, a warm smile and "bonjour (before 5 pm or before the candle ritual) / Bonsoir (after 5 pm or after the candle ritual) Madame" (if it is a woman), "bonjour (before 5 pm or before the candle ritual) / Bonsoir (after 5 pm or after the candle ritual) Monsieur" (if it is a man) and then in English or the local language.

The massage table is properly prepared per Sofitel specifications (rolled-up towel, flower or pebble decoration is in place).

The practitioner presents the guest with the massage amenities on tray (massage oil, a flower and a cool rolled-up towel).

The Ambassador uses appointment information to personalize services (such as using guest names, relating welcome/welcome back, offering congratulations on special occasions, discussing treatment options, etc.)

Ambassador delivers appropriate services based on appointment requests, guest profiles and treatment history.

Ambassador engages the guest in conversation (as appropriate, non-obtrusive manner following guest cues) and offers at least one personalized advice regarding this or future treatments.

Ambassador verifies satisfaction throughout the treatment and at the end of the treatment. Guest dissatisfaction is addressed immediately per Sofitel problem resolution techniques.

Ambassador escorts the guest to the reception area, relaxation area, locker room or other area at the end of treatment.

SPA.1120

SPA.1130

SPA.1140

SPA.1150

SPA.1160

SPA.1180 Ambassador follows all treatments protocol as proposed per the Spa menu.

SPA.1190

SUS.0010 The hotel is using fluocompact spots for 24/24 lighting devices.SUS.0020 The hotel is recycling packaging and cardboard.SUS.0030 The hotel is recycling paper, newspaper and magazines.SUS.0040 The hotel is recycling glasses.SUS.0050 The hotel is recycling batteries.SUS.0060 The hotel is recycling fluocompact tubes and light bulbs.

TRN.0010

TRN.0022

TRN.0025

TRN.0030

TRN.0040

TRN.0050 The representative or driver confirms the name of the guest

TRN.0060

TRN.0070

TRN.0080

TRN.0090

TRN.0100

TRN.0110

TRN.0120 ??

Ambassador assists guests with retail products and suggesting appropriate items for purchase.

Guests are able to charge services to their guestroom or use other forms of payment accepted by the property.

Ambassador prepares accurate guest checks at the end of the treatment using a well maintained check presenter and Sofitel pen.


At the end of the session, the practitioner offers the guest a glass of chilled water, tea or aromatic water, fresh lemongrass.

Light waffle cloth towels (or hammam toweling) are used to ensure the guest's comfort in hot weather.

The hotel provides a limousine service 24-hours, 7 days-a-week (sub contracted or not).

Whether contracted or employed by the hotel, the representatives and drivers are well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail according to the Sofitel Appearance / Look guidelines.


The Airport representative or driver has successfully completed the Sofitel Values induction program before being released for service.

The representative or driver meets the arriving guests with the airport and holds a leather signage with the Sofitel and hotel logo following blotter guidelines (no name is displayed)

The Sofitel representative greets the guest by name in French with "Bonjour (before 5pm) / Bonsoir (after 5pm), Monsieur/Madame", followed by the "Welcome to the (name of Hotel) Sofitel" in the language of the guest whenever possible or in English.

Representatives offer assistance to those individuals who approach having reservations for the hotel - but without pre-arranged transportation. Representatives provide information regarding luggage pick-up and transportation options to the hotel.

Representatives or drivers escort the guest to the appropriate area and assist the guest with transporting luggage.

Representatives escort the guest to the waiting vehicle and introduce the guest to the vehicle driver.

Representatives provide a personalized closing that inquires whether there is anything else the representative may do for the guest.

Vehicles are spacious, air-conditioned, comfortable, spotlessly clean and have a pleasant scent.

when the property is direcly managing the transfer, vehicles are equipped with CD player (or MP3 music) proposing at least 2 French, 1 international and 1 regional music (local renowned singing artist, regional genre…) complimenting the property.

TRN.0132

TRN.0135

TRN.0150

TRN.0160

TRN.0170

TRN.0180

TRN.0190

TRN.0200

TRN.0210

TRN.0230

TRN.0250

TRN.0260

When the property is direcly managing the transfer, early morning (before 10 am), the driver offers coffee/tea with fresh croissants. Stills/Sparkling water, juice and soda are offered with dry snacks.

Mineral water and moisturized face wipes/refreshment towels are provided for refreshment inside the car.

Recent brochures of the hotel in excellent condition as well as a choice of quality magazines/newspapers are provided.

Drivers operate the vehicles safely following all local regulations. Drivers use approved routes and are familiar with appropriate driving directions to all locations prior to starting the trip.

The Driver provides luggage assistance to and from the vehicle. The Driver handles luggage efficiently and carefully; confirming the number of luggage pieces in the guest's possession.

The Driver assists guests as they enter and exit the vehicle; opening and closing vehicle doors.

The Driver informs the guest of the expected transit time, presents and offers the vehicle amenities per procedures.

The Driver ensures the vehicle temperature meets the guest's needs; inquires if the guest is comfortable and acts accordingly.

The Driver is conversant but not intrusive as appropriate during the drive time. The Driver follows guest cues, answering questions and providing accurate information about the property, Sofitel, local culture, etc. If the Driver is employed by the hotel, the driver may expedite the check-in process from the vehicle.

The Driver offers to play music - always gaining permission on type and volume of music whilst offering the music menu. Sofitel required selection of CD's are offered first.

The Driver notifies the hotel that the guest has been met and indicates the arrival time, to ensure a personalized welcome. This should be discreet; the driver is not to use the phone excessively during the transfer service.

The Driver extends a thank-you and closes interactions with a pleasant parting comment, inviting the guest to return ("Have an enjoyable journey"). The Driver provides a farewell at eye level to children, when appropriate.

The Transfer Ambassador updates the Guest History Profile information to note both successful experiences and recommendations and guest satisfaction opportunities to enable better service in the future.

Sofitel Brand Standards 2012comp_num description

RBA.0012

RBA.0015

RBA.0020

RBA.0030 All rooming lists are kept confidential.

RBA.0040

RBA.0050

RBA.0060

RBA.0070

RBA.0080

RBA.0090

RBA.0100 Maintenance and repairs are performed in an unobtrusive manner.

RBA.0110

RBA.0120 The safe doors are left ajar in clean and vacant rooms ready for the next guest.

RBA.0130

RBA.0140

RBA.0150

The Housekeeping Ambassador is well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail according to the Sofitel Appearance / Look guidelines.


All positions (whether contracted or subcontracted) have successfully completed the Sofitel Induction Program before being released to service.

Occupied guestrooms are cleaned thoroughly each day. Fresh linen, maid services and bathroom supplies are available upon request.

Housekeeper, in coordination with other services (Guest Relations, Room Service...), accesses the Guest History Profile to view other services and preferences to create a relationship and personalize service.

The Housekeeping Ambassador updates the Guest History Profile information to note both successful experiences and recommendations and guest satisfaction opportunities to enable better service in the future.

Guestrooms receive full, preventive maintenance at least three times per year. Preventive maintenance activities are documented, filed and available for review.

All guest requests for maintenance are responded to within 15 minutes in a courteous fashion while ensuring guest privacy.

If repairs cannot be completed within 15 additional minutes, Management or a designated representative must contact (in person or by phone) the guest and remain in contact with the guest until an acceptable alternative solution is agreed upon with the guest.

A maintenance response card (using Sofitel Correspondence card for example) is left at the conclusion of the repair when the Guest was not in the room during the maintenance.

The Ambassador is aware of the specific Sofitel Packages offered and prepare the related services accordingly.

Ambassador spontaneously and proactively greets guests in the corridors and guestrooms with:"Bonjour (before 5pm) / Bonsoir (after 5pm)", a smile and pleasant eye contact. Ambassador uses the guest's name when known.

If Ambassador members are vacuuming the corridor and a guest approaches, the attendant politely turns the vacuum off until the guest is three meters/ten feet past the area.

RBA.0160

RBA.0170

RBA.0180

RBA.0190 The Ambassador member ensures the door is securely closed after departing.

RBA.0200

RBA.0210

RBA.0220

RBA.0230

RBA.0240

RBA.0260


RBA.0285 Corridors are clean and in perfect condition (ceiling, floors, doors and windows).

RBA.0340

RBA.0350

RBA.0360

RBA.0370

RBA.0390

Ambassador members knock on the door/use the door bell and identify him or herself / department ("Housekeeping, bonjour (before 5pm) / Bonsoir (after 5pm)"). If the guest is present, the Ambassador greets him or her by name and asks if this is a convenient time to service the guestroom.

If after knocking on the door and waiting 10/20 seconds, it is determined the guest is not present, the Ambassador member opens the door slowly and enters the room, announcing his/her name and department ("Housekeeping, bonjour (before 5pm) / Bonsoir (after 5pm)").

During room cleaning, turndown and maintenance, the Ambassador member closes the guestroom door. A sign is placed on the door to indicate that the room is being serviced.

Carts, trolleys and baskets are neat, clean and organized. Carts, trolleys, baskets and equipment are not left in the corridors when not in use and never block the guest's path.

If a guest makes a request for admittance into a room, the Ambassador politely declines but offers other assistance such as taking them to the house phone to contact the Front Desk or Security.

Ambassador respects the guest's need for privacy and do not wake or disturb the guest. "Do Not Disturb" signs are strictly observed by Ambassador.

If the "Do Not Disturb" sign is left on the guestroom door after 12 am, no later than 2 p.m., the Housekeeping Supervisor calls the room to inquire about service. If there is no answer, a designated associate will inspect the room.

Guestroom corridor environment is comfortable (lighting levels, air quality, and temperature).

Lighting fixtures are clean (no dust or cobwebs) and firmly attached to the wall. Shades and sconces are well maintained.

Each guestroom floor has a house phone in the elevator lobby or other central entry point, which dials directly to the Operator, not the guestrooms.

Housekeeping closets, linen rooms, storage areas are secure. Laundry and trash chutes are self-closing and self-locking.

Directional signage to and on guestroom corridors is clearly visible. Guestroom corridor signage is present for: guestrooms; smoking guestrooms/floors. Location of signage is extensive.

Guestroom corridor signage design is well-defined in harmony with the property. Signage is outstanding in quality and unique, well maintained and clean.

If ice machines are provided on the guestroom floors, the ice machines are quiet, stocked, self dispensing and clean and in proper working order.

RBA.0410 Ashtrays are not provided in non-smoking accommodations.

RBA.0430

RBA.0440

RBA.0450

RBA.0470

RBA.0480

RBA.0490 Guestroom entry door lock system meets the Sofitel electronic lock specifications.

RBA.0500 All Room entrances are equipped with a door bell.

RBA.0505 All Room entrances are equipped with a "do not disturb" system

RBA.0510

RBA.0520

RBA.0530

RBA.0540

RBA.0550

RBA.0560 Tracks and doorframes are clean and working properly.

RBA.0570

RBA.0590


Smoking rooms are equipped with a minimum of one clean ashtray, on the desk. A box of matches meeting Sofitel specifications is placed next or into the ashtray.

An inventory of rooms for disabled guests is maintained, meeting brand specifications and local regulations.

The property maintains equipment for the accommodation of disabled guests per local regulation. The Internal Call Centre Ambassador, Managers on Duty and Front Office Ambassador are familiar with the location and operation of such equipment.

All guestroom entry doors are equipped with a one-inch dead bolt and equipped with a 180º security viewer. A security door guard (J or U bar) is installed.

Security instructions, Limits of Liability, checkout time, and rate information are conspicuously mounted on the back of the guestroom door or other area as specified by and permitted by current local statutes. The security information, fire procedures and exits, guestroom floor plan and evacuation procedures are detailed. The location of the guestroom is indicated on the floor plan.

Connecting guestroom doors have a one-inch deadbolt lock on the guestroom side of the door; the opposite side of the door must use blank plates to ensure security with no access to screws or bolts.

Each sliding glass door is equipped with an effective locking device. A secondary security lock is required on all ground floor doors and those, which are accessible from common walkways and adjoining balconies.

Guestroom entry doors are equipped with legible room numbers, properly mounted.

Guestroom doors are clean, (free of marks, top free of dust and lint, edges and frames clean, handle of knob clear and clean, hinge facing and door frame clean, door vent clean and free of dust and lint).

Doors are well maintained (finish intact, free of scratches, damage). Guestroom doors have no visible chips, scratches, cracks, dust or stains.

If there is no "do not disturb lights" available, a "Do not disturb" card, meeting Sofitel specifications, is placed on the knob of the room entry door.

Guestroom ceiling, walls, wall vents and panels, wall bases, corner, floors are clean; free of dust, fingerprints, and smudges. Paint and other surfaces (including corners) are free of damage (holes, chips, tears, split seams or peeling).

RBA.0670

RBA.0680

RBA.0705 Rooms are clean and in perfect condition (ceiling, floors, doors and windows).

RBA.0710

RBA.0720

RBA.0730

RBA.0740

RBA.0750

RBA.0770

RBA.0780

RBA.0790 The desk is free of clutter providing sufficient work area for the guest.

RBA.0800

RBA.0810

RBA.0820

RBA.0830 Each room is equipped with a functional light switch located at the entrance door.

RBA.0840 Light and lamp switches are easily accessible and free from any hazard.RBA.0850 Light fixtures and lamps harmonize with the décor of the room.

RBA.0860

RBA.0870 Light fixtures are firmly attached to the wall and/or ceiling as applicable.

RBA.0880 Light bulbs are working in all fixtures and lamps. Light bulbs are dust free.


RBA.0900

RBA.0910

Adequate guestroom noise insulation from corridors, adjacent rooms and outside noise is provided.

Guestroom windows glass and frames are clean and clear – inside and out, free of smudges, fingerprints, streaks, insects, cobwebs, etc.

Rooms are equipped with excellent quality blackout drapes and enhanced shades or blinds with side drapes covering all windows or other glass areas.

Drapes, valance and sheers are properly coordinated with the surrounding decor and are clean and free of holes, tears and stains.

Drapery cords and springs are functioning properly. Draperies are hooked and hung properly.

Guestroom windows on the ground level are equipped with an effective locking device.

Furnishings are upscale, decorative, and well-appointed in keeping with the theme of the property. Each room is furnished with: - A large over sized desk and coordinated desk chair - Upholstered seating (arm chairs, love seat, chaise lounge, etc.) - Head board(s) and freestanding night stands. All desks, tables and chairs are properly coordinated with the overall room decor.


Furniture and case goods are clean, and free of scratches, chips, dents, holes, or any other damage.

Upscale matted/shiny and framed art work is in place and well coordinated with the décor.

A clean, well-maintained full-length mirror, framed or beveled is provided in the room.

All mirrors, pictures and other decorative items are dust free, hung appropriately and are clean and free of any damage.

Lamps or light fixtures are in place in the entry way, at the bedside, desk and reading areas and are equipped with 100 watt bulbs (at a minimum) or LED.

Lampshades are clean and well maintained, firmly attached and balanced. Seams face the wall.

Heating, ventilation and air-conditioning (HVAC) is controlled through a central system with thermostat control.

RBA.0920

RBA.0930 HVAC is not loud or intrusive and does not disturb the guest.RBA.0940 Guestrooms smell fresh and are well ventilated.

RBA.0950

RBA.0960

RBA.0970

RBA.0980 Wastebaskets / bins are upscale and complement the décor of the room.

RBA.0990 There is one Room Directory, meeting Sofitel specifications, placed on the desk.

RBA.1000

RBA.1005

RBA.1010

RBA.1020

RBA.1030

RBA.1040

RBA.1050

RBA.1060

RBA.1070

Heating, ventilation and air-conditioning (HVAC) equipment is clean and maintained in proper working order.

The room temperature is adjusted to the standard level for the hotel location and local practice (e.g. 20°C in Europe, 72°F in the United States) and the humidity level is checked (adjusted according to the location).

There is sufficient space for two pieces of luggage. Upgraded luggage racks or benches are available (for one piece). Additional folded luggage rack is available in cupboard (for another piece).

Each guestroom is equipped with one clean and well-maintained fire-resistant wastebasket with a liner.

The Room Directory contains the following collateral, meeting Sofitel specifications: - 1 telephone message pad - 1 Sofitel pen - 2 correspondence cards - 4 letterhead sheets - 1 envelope

A Room service Menu, meeting Sofitel specifications, is available in the room and placed on the desk

The Room Directory provides at least the following information: - Property Facilities and Services - Guest request items available - Dining and Entertainment - Fitness, Spa and Recreation - Local Services - Local Attractions - Safety and Security - Complementary amenities / supply that can be provided by the Concierge Services.

The following printed materials are available in the room: 2 breakfast pre-order forms meeting Sofitel Brand Identity specifications.

All printed materials are presented in a tidy manner. Materials are fresh and new in appearance.

Closets are illuminated and fully enclosed. Lights switch off automatically when closet doors are closed.

For Classic, Superior and Luxury Rooms, each closet contains, at least, the following: - 4 Sofitel trouser hangers, with wooden rounded shoulders (the 4th one hold the bathrobe), - 2 skirt hangers with grips - 1 Sofitel cream satin hanger; - 1 tie hanger, - 1 Shopping bag - 1 Shoe bag. All items meet Sofitel specifications.

For Classic, Superior and Luxury Rooms, each closet contains a welcome basket with the following items: - 2 Non woven laundry bags folded with 2 price lists - 1 sewing kit with pre threaded needles, - 1 shoe polishing glove, - 1 shoe horn, - 1 clothes brush. All items meet Sofitel specifications.

For Sofitel Suites, Club Millésimes Rooms, Opera and Prestiges Suites, each closet contains, at least, the following: - 5 Sofitel trouser hangers, with wooden rounded shoulders (the 5th one holds the bathrobe), - 3 skirt hangers with grips, - 3 Sofitel cream satin hangers; - 1 tie hanger, - 1 Suit bag - 1 Shopping bag - 1 Shoe bag, - 1 Shoe basket, - 1 umbrella (accordingly to weather local conditions). All items meet Sofitel specifications.

RBA.1080

RBA.1090

RBA.1120

RBA.1130

RBA.1140

RBA.1150

RBA.1160

RBA.1170

RBA.1180

RBA.1190 Each guestroom bedroom has one telephone.

RBA.1195

RBA.1210 Each phone must have a prominent message/voice mail notification lamp.

RBA.1220

RBA.1230

RBA.1240

RBA.1250

RBA.1255 There is a complementary access to wifi at least with a low bandwith access.

RBA.1260

RBA.1270

RBA.1280 The WIFI is functioning.

For Sofitel Suites, Club Millésimes Rooms, Opera and Prestiges Suites, each closet contains a welcome basket with the following items: - 2 Non woven laundry bags folded with 2 price lists - 1 sewing kit with pre threaded needles, - 1 shoe polishing glove, - 1 shoe horn, - 1 clothes brush All items meet Sofitel specifications.

If the hair dryer cannot be placed in the bathroom (per local regulations), the hair dryer is presented in an embroidered linen / cotton bag placed in the closet. It will be highlighted on guest's arrival

In Suites, an In Room Fitness program (including Yoga mat and Sports kit) is available.

An In Room Fitness program (including Yoga mat and Sports kit) is available upon request (can be also in the room accordingly to guests mix and preferences locally).

Digital in-room safes are large enough to hold a laptop computer are provided in the closet.

Instructions, meeting Sofitel Brand Identity Guidelines, on how to use the safe are placed nearby.

An iron and a full size ironing board is available at least through Internal Call Centre upon request.

The iron have a auto shut off, non stick with a Teflon finish, is functioning and in perfect condition.

The telephone and voicemail systems are activated at the point of guest registration in the PMS.

Each suite has a minimum of two telephones (including one telephone handset with charging station) and two telephone lines, speakerphone at the desk and telephone at the night stand (and one phone in the bathroom).

The telephone has the new Sofitel Brand Identity phone face.

At a minimum, speed dial buttons for the Internal call Centre, Front Desk/, Concierge and Spa (if available) , wake-up and messages/voice mail are provided.

The property's long distance and local telephone access charge rates are clearly stated on a laminated card and/or provided in the Guest Services Directory.

A clean pad of paper and a Sofitel pencil / lead pencil are placed near each telephone (except in the bathroom). All meet Sofitel Brand Identity specifications.

High Speed Internet (wired or wireless) access is available in each guestroom with a simple, direct connection. Instructions are provided on the desk and in the Guest Services Directory.

If there is a charge for in-room internet access to the guest, the charge may be placed on the guest's room account.

RBA.1290

RBA.1300 Electronics and appliance wiring is organized.

RBA.1310 Electrical plugs and sockets are in excellent condition, free of hazard and clean.

RBA.1320

RBA.1330

RBA.1340

RBA.1350 Suites have two television sets.

RBA.1360

RBA.1370

RBA.1380

RBA.1385 The Corporate film "Brand Slide Show" is displayed on the TV.

RBA.1390 TV5 and "France 24" channels (where available) are available.

RBA.1391

RBA.1410

RBA.1420 The TV channels are indicated on a TV channel directory.

RBA.1460

RBA.1470

RBA.1475

RBA.1480 The alarm is in the "off" position and the correct time is displayed.

RBA.1490

There are electrical outlets and universal electrical adapters mounted in a location that is convenient to the desk for the use of personal computers.

Computer/telephone chargers/adapters and other business equipment may be rented at the business centre/Concierge.

All guestrooms contain a high-quality, oversized (minimum 32") flat-screen HD television set.

All suites contain a high-quality, oversized (minimum 40-42") flat-screen HD television set.

Televisions are positioned in the room to promote convenient viewing from beds and easy chairs.

The television remote control is placed in the room, as close as possible from the television.

Televisions are clean (dust free front, back and sides) and well maintained and the reception is clear (perfect sound and image).

The channels available are no less than what local area premium cable offers (minimum 50 channels in key Cities, minimum 25 channels elsewhere are required).

If a Pay-Per-View movie system is in place , access is secured via a pin code or other system.

A BOSE IPod docking station and BOSE Wave Radio clock radio is provided and is placed inside the room according to the Sofitel specifications.

The alarm clock is user-friendly. Instructions for setting the alarm are available if not self-evident.

All clocks available (radio, TV…) in the Guest Rooms / Suites are set at exactly the same time.

Suites are equipped with the BOSE speaker and music system according to Sofitel specifications.

RBA.1500

RBA.1510

RBA.1530

RBA.1540 Mini-bars are available in all guestrooms. Mini-bar is replenished daily.

RBA.1550 Mini-bars are clean (inside and out) and maintain the proper temperature.

RBA.1560

RBA.1570

RBA.1580

RBA.1585

RBA.1590 All beverages and snacks are within expiry date.RBA.1600 All beverage labels are positioned toward the front of the mini-bar door.

RBA.1605 Snacks are placed within or outside the mini bar according to temperature.

RBA.1610

RBA.1620 Ice buckets are clean and well maintained

RBA.1630

A tea kettle and espresso machine is available in all suites with the following excellent quality supplies meeting Sofitel specifications: - Complimentary loose leaves tea selection (green, black, herbal) - Complimentary coffee and decaf pods selection - Complimentary Sugar (brown, white & sweetener) - Complimentary cream sachet - Two mugs/cups, napkins saucers and spoons and 2 expresso cups with saucers

In Suites, The tea kettle, espresso machine, service ware and supplies are clean and well maintained. The kettle, espresso machine, tea, coffee, supplies and service ware are elegantly presented and conveniently positioned near electrical outlets. Items are replenished daily.

A complimentary 50cl bottle of still mineral or spring water is placed in all guestrooms. The mineral or spring water can be a local brand but it should be of excellent quality (other types of water are not permitted).

Clean, well maintained, accurate mini-bar price list, meeting Sofitel Brand Identity specifications, is provided near the unit.

The following mini-bar supplies are provided and meet Sofitel specifications: - Bottle / wine opener - Sofitel logo coasters - Sofitel logo or plain napkins - Sofitel or plain stirrers - Individually packaged straws (either semi transparent or black) - A minimum of two clean glasses appropriate to the beverages available in the mini-bar (such as beer, wine and high-ball glasses)

If the mini-bar is charged, the following refreshments and snacks are provided and meet Sofitel specifications: - Bottled Mineral or Spring water - still and sparkling (two of each - 33 cl minimum) - Juices - minimum three types - Soft Drinks / Mixers - minimum of five including cola, soda, tonic & 1 diet drink - Local Beer - minimum one type - Imported Beer - minimum one type - Selection of spirits (hard liquor) - where allowed by law - Snack items - minimum three types

If the mini bar is complimentary, the following refreshments and snacks are provided and meet Sofitel specifications : - Bottled Mineral or Spring water ,- still and sparkling (two of each) - Juices - minimum two types - Soft Drinks / Mixers - minimum of five including cola, soda, tonic & 1 diet drink.

A decorative insulated ice bucket with lid and liner, (three-quart capacity) is provided in the guestrooms if ice machines are on the guestroom floors.

Ice service is available within 15 minutes of the request when ice machines are not present.

RBA.1640

RBA.1650

RBA.1660 Lights bulbs on the balcony are energy efficient.

The bedbox spring strictly conforms to the Sofitel "MyBed" concept specifications

The bed mattress strictly conforms to the Sofitel "MyBed" concept specifications.

The bed drawsheet strictly conforms to the Sofitel "MyBed" concept specifications.

The bed duvet strictly conforms to the Sofitel "MyBed" concept specifications.

The bed pillows strictly conforms to the Sofitel "MyBed" concept specifications.

RBA.1690 The bed is made and linens are changed every day.

RBA.1700

RBA.1710 The bed is clean and properly made, with no visible creases.

RBA.1720

RBA.1730

RBA.1732

RBA.1734

RBA.1736

For rooms with a balcony, there are two deck chairs or one deck chair and one lounge/easy chair, and one table (depending on the size of the balcony).

On the balcony, the floors, walls, ceilings meet Sofitel guestroom standards, are clean, free of damage. Lighting fixtures are clean free of insects and cob webs, with functioning bulbs. Guestroom furnishings are clean and well maintained.

The bed overmattress strictly conforms to the Sofitel "MyBed" concept specifications.

For Sofitel properties offering the possibility to change linen on demand, a card is displayed to inform the Guest.

The duvet is plumped up (duvet not tucked in, etc.), and its softness and comfort are immediately visible to the eye.

The pillow menu is introduced to Suite Guests by the reception Ambassador / Guest Relations or Butler after having escorted the Guest to his / her room.

For Suites and club floor, Ambassador is advising the Guest on the different kind of pillows and makes recommendations according to the Guest preferences.

For Suites/Club floor , when the guest has selected his / her preferences, the Ambassador proposes a convenient delivery time to personalize the pillows.

For Suites/club Floor, the pillows are set up according to the Guest selection and delivered as planned.

RBA.1740

RBA.1750

RBA.1760 Bed skirts/box spring covers are perfectly aligned and not dragging on the floor.

RBA.1770

RBA.1780 One white pillowcase and pillow cover is provided per pillow.RBA.1800 Children's cribs and cots are available through the Internal Call Centre.

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RBA.1820

RBA.1825

RBA.1830

RBA.1840

RBA.1870

RBA.1880 Excellent quality floor coverings including ceramic tile, marble or granite.

RBA.1890


RBA.1920

Pillows meet Sofitel specifications (queen or king size pillows, four per bed, two synthetic, two 100% down / Queen pillows, two per bed, one synthetic, one 100% down) including size, density and filling.

Mattresses, pillows, blankets, toppers, pads and linens meeting Sofitel specifications, are clean and in good condition, free of holes, tears, stains or damage.

There is one mattress pad per bed meeting Sofitel specifications. Pads are fitted and cover the sides of the mattress.

Cribs and cots are in excellent condition and meet current approved safety standards.

A "Petit Prince" welcome card is placed in the room with child's first name linked to children's age, Le Petit Prince or a gift linked to hotel cultural link, is placed on the children's bed.

Extra beds are prepared like a "MyBed": mattress, over mattress, drain sheet, sheet, duvet with cover and Sofitel pillows.

Other children's amenities are available on request and include (according to the children's age): - Bottle warmer - Children's Amenity Program Kit (shampoo, lotion, wipes and creams, etc.) - Children's Bath toy - Diapers / nappies - Electrical outlet covers - Step stool (to reach sink) - non slippery materials - High Chair/Booster seat/Bassinette

Bathroom ceilings, walls, vents, panels, are clean; free of dust and smudges and mildew. Paint and surfaces are free of damage.

Bathroom wall coverings and corner guard mounts are coordinated with guestroom décor.

Bathroom floors are clean, (free of mildew, dust, lint, stains and smudge; free of hair, insects and dust fluffs). On polished floor surfaces, there is no wax buildup or accumulation of soil in corners; free of heel and scuff marks; free of discolored wax.

Doors are clean, free of marks, finish intact, top free of dust and lint, edges clean, handle of knob clear and clean, hinge facing and door frame clean, door vent clean and free of dust and lint.

RBA.1925 Bathrooms are clean and in perfect condition (ceiling, floors, doors and windows).

RBA.1930 There is a double pronged robe hook in the bathroom.RBA.1950 There is a high degree of style, some artwork or wall enhancements.

RBA.1960

RBA.1970 The decor of the bathroom is coordinated with the decor of the guestroom.

RBA.1980 Bathroom ventilation system works properly and is silent.RBA.1990 Odors and humidity are removed promptly.

RBA.2000 A nightlight is available (lighted make-up mirror may be used as nightlight).

RBA.2010

RBA.2020 Light fixtures are properly mounted.RBA.2030 Light bulbs are functioning and dust-free.RBA.2040 Plumbing is quiet (no significant noise).RBA.2050 Water saving devices are used on toilets, showerheads and faucets.

RBA.2060

RBA.2070 Water runs clear and has no odor.RBA.2080 Shower water pressure is sufficiently strong.

RBA.2090

RBA.2100

RBA.2110

RBA.2120

RBA.2130

RBA.2140

RBA.2150

RBA.2160 There is a lighted make-up mirror.RBA.2170 Towel bars / shelves for linen storage are installed.

RBA.2180

Excellent-sized bathrooms, affording guests increased ease of movement and comfort.

Adequate lighting (minimum two 75 watt bulbs or 2,550 lumens) is provided in both the vanity area and bathroom.

Water (shower) runs hot within 10 seconds. Hot water is available at all times. The temperature range is 105º - 115ºF (41º - 46ºC)

Water conservation methods are utilized at the property according to local law but do not impact the comfort of the guest.

Each bathroom is equipped with a tub/shower combination of excellent quality ceramic tile, marble, or other upgraded materials. There are tub and shower height soap dishes. The tub/shower walls and grouting are clean and well maintained, free of mold or mildew.

There are enhanced faucets and fixtures and upgraded showerheads. The showerhead has an adjustable flow and is in good condition.

Tub and sink fixtures and stoppers are functioning properly, are clean and polished, do not drip and are maintained in good condition, free of cracks, stains and chips. Sink and tub drains are clean and drain properly.

One toilet is provided per bathroom. The toilet and bowl, including the rim, base, seat, cover, chrome fixtures and hinges are free from stains and residue and have a polished appearance. The toilet functions properly.

There is at least one wall-mounted toilet paper dispenser per bathroom. There are two rolls of three-ply facial quality white toilet tissue, meeting Sofitel specifications, per bathroom. The first sheet folded to a point.

There is a large framed mirror. The mirror and frame are clean; free of streaks, smudges, fingerprints, and dust, etc. The mirror is well maintained; free of damage.

The bathroom electrical outlets are located next to the mirror (where permitted by local regulations) and have a Ground Fault Interrupter.

RBA.2190

RBA.2200 Vanity equipment includes: - 1 soap dish - 1 tray - 1 container box - 1 tissue box

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RBA.2240

RBA.2250

RBA.2260 Toiletries are replenished after 50 percent consumption.

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RBA.2280 Toiletry packaging is fresh and in good condition.RBA.2290 Towels are soft, plush, no synthetic fibers; 100% cotton.RBA.2295 Terry meets Sofitel specifications: Yves Delorme LinesRBA.2300 The hotel is following the Plant for the Planet ProgramRBA.2310 The Sofitel Plant for the Planet card is placed on the vanity.

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RBA.2330

RBA.2340

Vanity is of excellent quality including marble or other high-grade surface. Vanity is clean and well maintained, free of scratches, stains mold and mildew.

The following items are in a container placed on the vanity: - Numerous sets of 4 cotton swabs (in closed plastic), - Numerous set of 6 cotton cosmetic removers in closed plastic, - 2 shower bonnets (in closed plastic), - 2 small nail files (approx 8 cm), All packaged supplies are fresh and new in appearance.

Two glasses (min. 8 oz.) per bathroom are available and made of upgraded material. The glasses are disinfected and spotless. The glasses are either covered with a cap, or placed upside down on a coaster.

Toiletries in Classic, Superior and Deluxe rooms meet the Sofitel Toiletries Program specifications.

Toiletries in Club Millésime, Sofitel Suites meet the Sofitel Toiletries Program specifications.

Toiletries in Opera and Prestige Suites meet the Sofitel Toiletries Program specifications.

Toiletries are neatly arranged or displayed in a high quality basket or tray and provided in the bathroom.

Bath Linens in Classic, Superior and Deluxe rooms meet the Sofitel/Yves Delorme Bathroom Linens Program specifications: Towels : 570 g./m2(100% luxury cotton) - 2 face towel 30 x 30 cm - 2 hand towels 50 x 100 cm - 2 bath towels : 100 x 150 cm - 2 bath mats 825g./m2(50x75 cm) (3 for bathrooms with separate shower and bathtub) - 2 bathrobes 485 g./m2 (100% luxury cotton) - 2 pairs slippers (no bag)

Bath Linens in Sofitel Suite & Club Millésime Rooms meet the Sofitel/Yves Delorme Bathroom Linens Program specifications: Towels : 570 g./m2 (100% luxury cotton) - 2 face towels 30 x 30 cm - 2 hand towels 50 x 100 cm (1 separate for shower) - 2 bath towels : 100 x 150 cm (1 separate for shower) - 2 bath mats 825g./m2(50x75 cm) (1 for separate shower) - 2 bathrobes 485 g./m2 (100% luxury cotton) with Sofitel Embroidered Icon - 2 pairs of slippers presented in an embroidered linen/cotton bag

For Sofitel Suite & Club Millésime Rooms, Guest toilet contains: - 1 x 50 gr. Soap - 5 face towels rolled in a small basket - 1 tissue box

RBA.2350

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RBA.2370

RBA.2380

RBA.2390 On request, additional bathrobes are provided in the guest's size.

RBA.2400

RBA.2410

Possibility to have a dustbin which enables to sort wastes and recycleRBA.2420 Waste bins are clean and well maintained inside and out.

RBA.2430

RBA.2440 The hair dryer is presented in an embroidered linen / cotton bag.

RBA.2450

RBA.2460 Turndown service is provided to all guests.

RBA.2470

RBA.2480

RBA.2490

RBA.2500

RBA.2510

Bath Linens in Opera and Prestige Suites meet the Sofitel/Yves Delorme Bathroom Linens Program specifications: Towels : 570 g./m2 (100% luxury cotton) - 3 face towels 30 x 30 cm - 4 hand towels 50 x 100 cm (1 separate for shower) - 4 bath towels : 100 x 150 cm (1 separate for shower) - 3 bath mats 825g./m2(50x75 cm) (1 for separate shower) - 2 bathrobes 485 g./m2 (100% luxury cotton) with Sofitel Embroidered Icon - 2 pairs of slippers presented in an embroidered linen/cotton bag

For Sofitel Suite, Club Millésime Rooms, Opera and Prestige Suites, guest toilet contains: - 1 x 50 gr. Soap - 5 face towels rolled in a small basket - 1 tissue box

Bath linens are clean, soft, pleasant smelling and in immaculate condition (no holes or frays). New towels are never used before washing thoroughly.

The bathrobe, with the belt attached, is hung on a peg in the bathroom or, if this is not possible, on a hanger in the closet.

A stainless metal waste bin with a lid and a rubberized base is placed in the bathroom.

There is a liner; either a bin bag (preferably transparent or white) placed inside with no more than 5 centimeters folded over on the outside; or a white paper waste bin base that fits exactly into the bottom of the bin (no logos or perforated paper).

One free standing hair dryer (minimum 1800 watts) per room is provided, and is in working order, clean and free of dust accumulation.

The hair dryer is displayed so as to be found easily by the guest (and not hidden in the closet

Evening turndown is provided by 9:00 PM each night of the guest's stay. Turndown service is provided in a non-obtrusive manner, preferably while the guest is out of his/her room.

If the guest is in his/her room, the Ambassador member asks permission to prepare his/her room for the night.

If the guest declines the service, the Ambassador member either agrees on the best timing or informs the guest that the room can be prepared at his/her preference by contacting Housekeeping/Internal Call Centre.

The guestroom and bath are fully refreshed including replacing any used linens, glassware, amenities, coffee and tea supplies, re-pointing tissue and emptying trash. Used glassware are taken for washing.

The bed is turned down per MyBed specifications. The bedspread/counterpane/throw is removed, folded and put away per standards.

RBA.2520

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RBA.2540 The guestroom temperature is not adjusted.

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RBA.2590 Water glasses are not emptied as they may contain medicine or contact lenses.

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RBA.2610 Curtains and blackouts are closed.

RBA.2630

RBA.2635 Laundry service / offer is placed on the bed or on the night stand during turndown.

RBA.2640 All rubbish is removed from all waste bins.

RBA.2650 A one-hour express ironing service is available. A charge is made for this service.

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RBA.2670

A floor mat, with slippers, is placed beside the bed (two in the case of double occupancy).

On the bedside table without the telephone or on the one with the most free space are placed: - A doorknob breakfast card - A 50cl bottle of mineral water (two if there is double occupancy).

The lighting levels are adjusted. In the bathroom, the ceiling lights and the magnifying mirror light are turned off. In the room, the foyer light and nightstand lights are turned to the lowest settings.

Night light in bathroom is illuminated. (If make-up magnifying mirror is used as the night light, then it should remain turned on).

Guest clothing items are neatly arranged, folded and placed on surfaces or on the bed. Shoes are neatly arranged in pairs

Arrangement of guest belongings is respected. Cash and other personal items (receipts, credit cards, passports, etc.) are not disturbed.

Personal toiletries are neatly arranged in the bathroom per Sofitel specifications on a hand towel or face cloth.

The SoBoutique brochure is placed on the bed or on the night stand during turndown.

The dry cleaning/laundry service is provided seven days a week, during business hours.

Garments are collected within 15 minutes of the request. The order slip is collected by housekeeping Ambassador and a copy is left to the guest. The guest is provided with a copy of the order slip.

If the cleaning is not made in house, the dry cleaning / laundry service is provided at least 5 days a week

RBA.2680

RBA.2690 Laundry deliveries are made before 9.00 PM or at the time requested by the guest.

RBA.2702

RBA.2705

RBA.2710 Garment is delivered on time.

RBA.2720

RBA.2730

RBA.2740 The hotel provides Shoe Shine serviceRBA.2750 Shoes are collected within 15 minutes of the request.

RBA.2760 Shoes are delivered when promised (as stated by Ambassador / instruction sheet).

RBA.2770

RBA.2780

RST.0010

RST.0010 Public Restroom Ceiling/Vents/Lighting/Light Fixtures (Cleanliness)

RST.0020

RST.0020 Public Restroom Ceiling/Vents/Lighting/Light Fixtures (Condition)

RST.0030

RST.0030 Public Restroom Entrance Door/Walls/Baseboards (Cleanliness)RST.0040 A cold oshiburi are proposed to Guests upon their arrivalRST.0040 Public Restroom Entrance Door/Walls/Baseboards (Condition)

If the order slip is not filled in, Ambassador complete it with the client and confirm cleaning method, the number of garments and return time without prompting. If guest is no longer in his room, a card and completed order slip are left in room to inform HK Ambassador came.

Laundry Ambassador is well groomed, impeccably dressed (clean and pressed) demonstrating attention to detail according to the Sofitel Appearance / Look guidelines.

Laundry Ambassador wears their full new Sofitel uniform including the name tag jewelry meeting Sofitel specifications.

Items of clothing are grouped or individually wrapped with a label showing the guest's name and room number: - Shirts are folded (unless the guest gives instructions to the contrary) with a cardboard collar in white tissue paper. - T-shirts, polo shirts: folded in white tissue paper. - Underwear: folded and grouped by type of garment in white tissue paper. - Socks: folded in pairs in white tissue paper. - Trousers, skirts: on trouser/skirt hangers inside a plastic bag - Jacket, dress: on a black hanger inside a plastic bag.

Folded garments are placed inside a wicker basket with the laundry slip (the guest retains a copy) or other proper container per Sofitel specifications.

Guest Bathroom Bathtub/Shower Enclosures/Fixtures/Shower Curtain and Overlay (Cleanliness)

Guest Bathroom Bathtub/Shower Enclosures/Fixtures/Shower Curtain and Overlay (Condition)

A nanny service is available (complementary or not) to look after babies and very young children .

Resort properties have a professional "Kids" Ambassador to care for children from 5 to 12 years old with interactive beach areas and excellent quality play installations.


RST.0050

RST.0050 Public Restroom Floor (Cleanliness)

RST.0060

RST.0060 Public Restroom Floor (Condition)

RST.0070

RST.0070 Public Restroom Mirrors/Vanity/Sinks/Fixtures (Cleanliness)

RST.0080

RST.0080 Public Restroom Mirrors/Vanity/Sinks/Fixtures (Condition)

RST.0090

RST.0090 Public Restroom Privacy Partitions/Toilets/Urinals (Cleanliness)

RST.0100

RST.0100 Public Restroom Privacy Partitions/Toilets/Urinals (Condition)

RST.0110

RST.0120 The Sofitel Resorts has appointed a "Well Living Concierge".

RST.0130

RST.0140 Once a week, during peak season, a Sofitel Resort is organizing a special event.

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RST.0170

A fresh, natural and healthy drink is offered on arrival. Beverages are served on right temperature, tasteful and presented attractively.

The Ambassador describes shortly the proposed beverages stressing its benefits. This fresh juice will give you energy and refresh your body! This fresh juice is made with…

Proximity totems guiding the pedestrians to different areas of the resort are properly displayed. Used in sequence, they are present at path junctions or wherever one might get in doubt about his/her way.

Candle ritual is extended to outdoor areas and fully part of the “sunset” atmosphere.

The bar selection emphasizes healthy items such as fresh fruits smoothies, frozen fruits cocktails, fresh fruits kabobs, fresh squeezed juices, infused iced teas, waters selections and heart healthy appetizers. Seasonal, fresh, local and authentic products are used whenever possible.

Every night, a romantic ambiance is set-up in a quiet and beautiful location (on the beach, in the garden…). The service is differentiated from the restaurant through dedicated “rituals” (eg. Champagne, candle rituals, musicians…) and the menu is offering premium products (e.g. Lobster & champagne testing…). All in all, the Candle Light Dinner is a “Signature dinner” and as such is extra charged.

All Sofitel Resorts provide age appropriate children activities reflecting the property's environment and location (e.g. gardening workshop, cookery workshop, photography tour, spa workshop, boat trip, the Tuaregs, nature, visiting the town, raising environmental awareness, etc.)

The Well Living Concierge advises the Guest (not limitative list!): Healthy tips: recovering after a long trip, accommodating with heat - Activities within the resort: from sunrise to sunset experiences…for each individual of the family…- Activities outside the resort: site visits…-All other Sofitel Brand Standards related to this section must be applied.

The Kids and Family Ambassador in Resort meet Sofitel standards related to service levels and procedures, property information, appearance (well groomed in appropriate new Sofitel uniforms with name tags) and attitude.


The Ambassador in charge of children is locally accredited, experienced and qualified professionals.

RST.0180

RST.0190

RST.0200

RST.0210

RST.0220

RST.0230

RST.0240 Children's linens meet Sofitel specifications.

RST.0250

RST.0260

RST.0270

RST.0280

RST.0290 Children are welcomed with gracious hospitality.

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RST.0320


The following age-appropriate items are available through Internal Call Centre, the Library or the Concierge: - Drawing book, colored crayons - Comic book, DVD, children's book – in the guests' language - Games kit: cards, Rubik's cube, mental games - Outdoor kits (T-shirt, cap, sun glasses)

All Sofitel Resorts Well Living Concierge or Butler complete these duties for Children and Family: - Arranging family-oriented excursions and activities - Arranging child care with approved vendors - Performing personalized Turndown services and with amenities focused on the family or children - Arranging special Room Service and mini-bar selections for the children - Arranging DVD players and movie rentals or in-room gaming systems - Arranging Kids Activities sponsored by the property or attendance at Villa des Enfants

Information regarding the children's activities is presented by the Well Living Concierge and is also available at the Front Desk, Internal Call Centre and regular Concierge. A full description is also provided in the Guestroom Directory.

Daily age appropriate activities include : - Activities reflecting property's environment and location (e.g. gardening workshop, cookery workshop, photography tour, spa workshop, boat trip, the Tuaregs, nature, visiting the town, raising environmental awareness, etc.) - Sports, leisure activities and games - Mid-morning and afternoon nutritious snacks - Lunch - Gifts and surprises - Crafts and art - Travel Diaries

Welcoming children products are provided free of charge in the room and adapted to children of different ages.

Mini Bar snack menu used to stock the mini bar with drinks and snacks appropriate for children, meeting Sofitel specifications.

All Sofitel properties have family oriented DVDs (in English and the local language) and DVD players available for in-room viewing. DVD players and movie selections are available for in-room use through the Internal Call Centre.

All Sofitel properties have gaming systems and family oriented games available for in-room gaming. Games and Game systems are available for in-room use through the Internal Call Centre.

Special kid's bubble bath preparations is available upon request and includes age appropriate rubber bath toys.

The week's activity program is provided to children at arrival by the Front Desk Ambassador / Well being concierge.

The Ambassador explains the activities and invites the children to sign-up for the age appropriate activities.

If the children are not prepared to sign up at check-in, the children / parents are contacted the day before the activity and invited once again to join.

RST.0330

RST.0340

SUS.0010 The hotel is using fluocompact spots for 24/24 lighting devices.SUS.0020 The hotel is recycling packaging and cardboard.SUS.0030 The hotel is recycling paper, newspaper and magazines.SUS.0040 The hotel is recycling glasses.SUS.0050 The hotel is recycling batteries.SUS.0060 The hotel is recycling fluocompact tubes and light bulbs.

The turndown service includes turning down the bed using the child-sized robes and slippers and placing the special children's amenity (such as cookies and milk) per Sofitel specifications.

In suites, Two pairs of flip flops, meeting Sofitel specifications are in closets at resort properties (for use at the pool and Spa).

Global comments

skip "new"

replace inspect by clean

If not standard open for exemption

skip "new"

add "It will be hilighted on guest's arrival",

Replace rentedby lended

Proposal : The remote control is

placed near by the bed (guests comfort) To we validated by

WW - MPN

Suggestion "add during Turndown " to be validated by WW

a small elegant container / bin for

trash is placed nearby

This hasn't been validated by the brand yet. Was

under discussion onlly bathtowels

MPN

If in place (with pillows and pillow

cases have a distingwish mark guest is asked on reservation and on

arrival for its preferences,

change to gift linked to children's age, Le

Petit Prince or elemetn linked to hotel cultural link.

MPN

3 face towels

Nothing on the bed. Only SoBoutique brochure on turn down

If differnt linked to local constraints it has to be mentionned on the laundry service offer. MPN

skip "new"

Global remark done : not possible to confirm cleaning method with the guest and also to count with him the number of garments

sofitel brands standards

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