Sofitel Brands Standards

comp_num
RES.0010
RES.0020
RES.0025
RES.0027
RES.0040
RES.0050
RES.0052
RES.0055
RES.0070
RES.0080
RES.0090
RES.0110
RES.0120
RES.0130
RES.0132
RES.0134
RES.0140
RES.0150
RES.0160
RES.0170
RES.0175
RES.0180
RES.0195
RES.0200
RES.0210
RES.0220
RES.0230
RES.0260
RES.0272
RES.0274
RES.0276
RES.0290
RES.0300
RES.0310
RES.0320
RES.0330
RES.0340
SAL.0010
SAL.0020
SAL.0030
SAL.0040
SAL.0050
SAL.0060
SAL.0070
lra_num
01.RES.0010
01.RES.0020
01.RES.0025
01.RES.0027
01.RES.0040
01.RES.0050
01.RES.0052
01.RES.0055
01.RES.0070
01.RES.0080
01.RES.0090
01.RES.0110
01.RES.0120
01.RES.0130
01.RES.0132
01.RES.0134
01.RES.0140
01.RES.0150
01.RES.0160
01.RES.0170
01.RES.0175
01.RES.0180
01.RES.0195
01.RES.0200
01.RES.0210
01.RES.0220
01.RES.0230
01.RES.0260
01.RES.0272
01.RES.0274
01.RES.0276
01.RES.0290
01.RES.0300
01.RES.0310
01.RES.0320
01.RES.0330
01.RES.0340
02.SAL.0010
02.SAL.0020
02.SAL.0030
02.SAL.0040
02.SAL.0050
02.SAL.0060
02.SAL.0070
pc
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P
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description
group1
The hotel has a reservation service dist Organization
The reservations service is open from 8 Organization
In any case, a reservation can be made O
2 rganization
A client calling to make a reservation reOrganization
Reservation Agents is fully trained on t Staff
Reservation Agents are fluent in a mini Staff
Reservation Staff is well groomed, impecMagnifiers
Staff wears their full new Sofitel unifor Magnifiers
Reservations Agents answer all calls with
Staff
The Reservation Agent greets the caller Magnifiers
Reservation Agents address the caller by
Staff
Reservations Agents demonstrate a warm
Staff
Reservation Agents use vocabulary that Staff
is
Reservation Agents inquire whether the Staff
Reservation Agents inquire whether the Staff
In any case, reservation agents thank the
Staff
Reservation Agents make full use of theStaff
Before making a proposal to the caller, RStaff
When reservations are unavailable over Service
th
After identifying the requirements of th Service
The agents use up-selling and crossing tService
Reservation Agents inquire how the guest
Service
If the Guest is coming for the first time Service
Reservations details (arrival and depart Staff
Reservation Agents confirm the reservatiStaff
Reservation Agents communicate the ter
Staff
Reservations agents suggest making a rese
Service
The reservations agent thanks the callerStaff
If the reservation is processed directly Service
The confirmation contains the following Service
Regardless of the type of confirmation, pBrand
If a caller wishes to cancel an existing Staff
Properties honor confirmed room rates, Service
The property pays for any necessary expen
Service
In the case of an advance deposit reserva
Service
Guests, who stay longer than a single niService
The Reservation staff updates the GuestOrganization
The hotel has appointed a Sofitel Hero i Organization
An adequate back up is implemented durin
Organization
The Sofitel Hero is speaking fluently 2 l Organization
All the information related to the Step Organization
A Travel Deluxe Agent request is answere
Organization
The guest of a Travel Deluxe Agent is neOrganization
The Sofitel Hero prepares the stay acco Staff
SAL.0150
SAL.0160
GST.0010
GST.0020
GST.0030
GST.0042
GST.0045
GST.0047
GST.0050
GST.0070
GST.0100
GST.0110
GST.0112
GST.0140
GST.0150
GST.0155
GST.0165
GST.0170
GST.0180
GST.0190
GST.0200
GST.0210
GST.0220
GST.0230
GST.0240
TRN.0010
TRN.0022
TRN.0025
TRN.0030
TRN.0040
TRN.0050
TRN.0060
TRN.0070
TRN.0080
TRN.0090
TRN.0100
TRN.0110
TRN.0120
TRN.0130
TRN.0132
TRN.0135
TRN.0140
TRN.0150
TRN.0160
TRN.0170
02.SAL.0150
02.SAL.0160
03.GST.0010
03.GST.0020
03.GST.0030
03.GST.0042
03.GST.0045
03.GST.0047
03.GST.0050
03.GST.0070
03.GST.0100
03.GST.0110
03.GST.0112
03.GST.0140
03.GST.0150
03.GST.0155
03.GST.0165
03.GST.0170
03.GST.0180
03.GST.0190
03.GST.0200
03.GST.0210
03.GST.0220
03.GST.0230
03.GST.0240
04.TRN.0010
04.TRN.0022
04.TRN.0025
04.TRN.0030
04.TRN.0040
04.TRN.0050
04.TRN.0060
04.TRN.0070
04.TRN.0080
04.TRN.0090
04.TRN.0100
04.TRN.0110
04.TRN.0120
04.TRN.0130
04.TRN.0132
04.TRN.0135
04.TRN.0140
04.TRN.0150
04.TRN.0160
04.TRN.0170
P
P
P
P
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All the information related to Sofitel

Organization
Each staff member is knowledgeable rega
Organization
The hotel has a Guest Relations Manager
Staff
The Guest Relations Manager has success
Staff
The Guest Relations Manager is fully traStaff
The Guest Relations Manager is well groStaff
Each department head has a Sofitel pinsStaff
The Guest Relations Manager is fluent i Staff
The hotel follows the Sofitel VIP Standa Organization
The Guest Relations Manager is responsiOrganization
The Guest Relations Manager uses persona
Security & Mai
The Guest Relations Manager meets with
Service
Upon arrival at the hotel, the Guest Re Organization
VIPs are accompanied to their room by oService
If the VIP guest is arriving on his / her Service
If the VIP guest does not wish to be acc Service
Check in for VIP (accordingly to VIP typeService
Privacy for all VIP is strictly respecte
Service
A VIP (accordingly to VIP type) leaving Service
The hotel has formally defined its Show Organization
A Show Around is always conducted by aOrganization
Each Manager is fully knowledgeable of Organization
The Show Around not only includes a prese
Organization
All events taking place in the property cOrganization
The hotel provides a limousine service 2Furniture & Eq
Whether contracted or employed by theStaff
h
The Airport representative has successfuStaff
The representative meets the arriving gu
Brand
The representative confirms the name ofStaff
The Sofitel representative greets the guMagnifiers
Representatives offer assistance to thosService
Representatives escort the guest to the Service
Representatives escort the guest to the Service
w
Representatives provide a personalized S
c taff
Vehicles are spacious, air-conditioned, Furniture & Eq
Vehicles are equipped with CD player and
Magnifiers
Mineral water and moisturized face wipes
Furniture & Eq
Mineral water and moisturized face wipeFurniture & Eq
Recent brochures of the hotel in excelle Furniture & Eq
Proper fuel and oil levels are maintainedFurniture & Eq
Drivers operate the vehicles safely follow
Security & Mai
The Driver provides luggage assistance S
t ervice
The Driver assists guests as they enter Service
TRN.0180
TRN.0190
TRN.0200
TRN.0210
TRN.0220
TRN.0230
TRN.0240
TRN.0250
TRN.0260
ARR.0020
ARR.0032
ARR.0035
ARR.0050
ARR.0060
ARR.0070
ARR.0080
ARR.0090
ARR.0100
ARR.0110
ARR.0120
ARR.0130
ARR.0140
ARR.0150
ARR.0160
ARR.0170
ARR.0180
ARR.0190
ARR.0200
ARR.0210
ARR.0220
ARR.0230
ARR.0240
ARR.0250
ARR.0260
ARR.0270
ARR.0280
ARR.0290
ARR.0300
ARR.0310
ARR.0312
ARR.0315
ARR.0320
ARR.0330
ARR.0340
ARR.0350
04.TRN.0180
04.TRN.0190
04.TRN.0200
04.TRN.0210
04.TRN.0220
04.TRN.0230
04.TRN.0240
04.TRN.0250
04.TRN.0260
05.ARR.0020
05.ARR.0032
05.ARR.0035
05.ARR.0050
05.ARR.0060
05.ARR.0070
05.ARR.0080
05.ARR.0090
05.ARR.0100
05.ARR.0110
05.ARR.0120
05.ARR.0130
05.ARR.0140
05.ARR.0150
05.ARR.0160
05.ARR.0170
05.ARR.0180
05.ARR.0190
05.ARR.0200
05.ARR.0210
05.ARR.0220
05.ARR.0230
05.ARR.0240
05.ARR.0250
05.ARR.0260
05.ARR.0270
05.ARR.0280
05.ARR.0290
05.ARR.0300
05.ARR.0310
05.ARR.0312
05.ARR.0315
05.ARR.0320
05.ARR.0330
05.ARR.0340
05.ARR.0350
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The Driver informs the guest of the expeService

The Driver ensures the vehicle temperatu
Service
The Driver is conversant but not intrusi Service
The Driver offers to play music - always Magnifiers
The Driver inquires about the guest's st Staff
The Driver notifies the hotel that the g Organization
The Driver assists guests as they departService
The Driver extends a thank-you and close
Service
The Transfer staff updates the Guest HisOrganization
Door services are available at the main Service
Whether contracted or employed by theStaff
ho
Vehicle access is kept clear and is securSecurity & Mai
The Porte Cochere and parking area are Cleanliness
w
&
There are ample parking spaces or closeFurniture & Eq
Parking area is maintained in good condit
Cleanliness &
Parking area provides directional signagFurniture & Eq
Parking rates and any locally legally requi
Furniture & Eq
Vehicles are secured at all times. Vehicl Security & Mai
Vehicles are returned with the radio andService
Staff treat guest vehicles with care and Security & Mai
The property has outstanding and unique
Cleanliness &
Exterior lighting enhances the overall afFurniture & Eq
Exterior lighting fixtures are clean (no dCleanliness &
Light bulbs are energy efficient, in workiFurniture & Eq
The Porte Cochre is in good condition, Cleanliness &
The Porte Cochre is clean, well maintaiCleanliness &
Ash urns and waste receptacles are conve
Cleanliness &
Waste receptacles are emptied before rea
Cleanliness &
Ash urns are clean and free of cigarette Cleanliness &
Drive and motor lobby activity presents Cleanliness &
Walkways are lighted sufficiently, free oCleanliness &
Walkways are kept clear of ice and snowCleanliness &
There is an extensive variety of landscaFurniture & Eq
There is an excellent variety of landsca Furniture & Eq
Landscaping is lush and refreshed season
Cleanliness &
Landscaping is well maintained, clean and
Cleanliness &
The hotel is displaying the new Sofitel s Brand
Signage is clean, in excellent condition, Cleanliness &
The Sofitel Name Plate is in place at theMagnifiers
The hotel is performing the Name Plate M
S agnifiers
The Sofitel Name Plate is impeccably cleMagnifiers
The doorman has a list of all guest arri Organization
The Doorman or Valet Driver is visible o Organization
Staff greet all arriving vehicles within Service
ARR.0360
ARR.0362
ARR.0370
ARR.0380
ARR.0390
ARR.0400
ARR.0410
ARR.0420
ARR.0430
ARR.0440
ARR.0450
ARR.0460
ARR.0470
ARR.0480
ARR.0490
ARR.0495
ARR.0500
ARR.0510
ARR.0520
ARR.0530
ARR.0540
ARR.0550
ARR.0560
ARR.0570
ARR.0580
ARR.0585
ARR.0590
ARR.0600
ARR.0610
ARR.0620
ARR.0630
ARR.0640
ARR.0650
ARR.0660
ARR.0670
ARR.0680
ARR.0690
ARR.0700
ARR.0710
ARR.0720
ARR.0730
ARR.0740
CHI.0010
CHI.0020
CHI.0032
05.ARR.0360
05.ARR.0362
05.ARR.0370
05.ARR.0380
05.ARR.0390
05.ARR.0400
05.ARR.0410
05.ARR.0420
05.ARR.0430
05.ARR.0440
05.ARR.0450
05.ARR.0460
05.ARR.0470
05.ARR.0480
05.ARR.0490
05.ARR.0495
05.ARR.0500
05.ARR.0510
05.ARR.0520
05.ARR.0530
05.ARR.0540
05.ARR.0550
05.ARR.0560
05.ARR.0570
05.ARR.0580
05.ARR.0585
05.ARR.0590
05.ARR.0600
05.ARR.0610
05.ARR.0620
05.ARR.0630
05.ARR.0640
05.ARR.0650
05.ARR.0660
05.ARR.0670
05.ARR.0680
05.ARR.0690
05.ARR.0700
05.ARR.0710
05.ARR.0720
05.ARR.0730
05.ARR.0740
06.CHI.0010
06.CHI.0020
06.CHI.0032
P
P
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The Valet Driver greets the guest by na Magnifiers

Guests names are discovered from luggage
Service
The Doorman or Valet Driver opens and Service
cl
Valet uses the guest's name (from the pService
For returning vehicles, Valet approache Service
The Valet explains the parking options, iService
For Hotel Guest, the Valet cleans the gue
Brand
If it is raining, Doorman or Valet Driver Service
The Doorman or Valet Driver provide theService
The Doorman, Valet and Bell staff greet S
ctaff
The Doorman checks whether the GuestService
h
The Doorman invites the guest to enter S
t taff
The Doorman wishes the guest an enjoyab
Staff
The hotel has a baggage porterage serviService
The hotel entrance is not obstructed by Organization
Sofitel umbrellas are available at the fr Furniture & Eq
Doormen provide luggage assistance to Service
Luggage is unloaded efficiently and caref
Service
Doorman offers to provide additional lugService
The Doorman provides the guest with a Service
re
The porter shows great respect and careService
Porter makes sure that there is no baggaService
Guest carrying their luggage is offered Staff
For arriving guests, if an immediate gueService
For arriving guests, if an immediate gues
Service
Guest luggage is never transported in pu
Service
For welcoming a group, the hotel ensures
Service
The number of items is checked with theService
For a delivery of luggage with escort, t Staff
For a delivery of luggage with escort, thService
The Bell / Porter anticipates guest need Staff
For a delivery of luggage with escort, t Service
For a delivery of luggage with escort, thService
The Bell /Porter hangs the garment bagsService
The Bell / Porter offers (and provides if Service
The Bell / Porter provides a personalize Staff
The Bell / Porter practices Sofitel probl Service
When luggage is delivered to the room wi
Service
If after knocking on the door and waitin Service
The employee blocks the door open usinService
Baggage is placed on the baggage rack Service
The Arrival staff who interacted with theOrganization
The Front Desk is staffed 24 hours per dOrganization
The Front Desk ensures that guests are Organization
The Front Desk staff is well groomed, imStaff
CHI.0035
CHI.0050
CHI.0060
CHI.0070
CHI.0080
CHI.0090
CHI.0100
CHI.0110
CHI.0120
CHI.0130
CHI.0140
CHI.0150
CHI.0160
CHI.0162
CHI.0164
CHI.0166
CHI.0170
CHI.0180
CHI.0182
CHI.0184
CHI.0186
CHI.0188
CHI.0190
CHI.0200
CHI.0210
CHI.0220
CHI.0230
CHI.0240
CHI.0245
CHI.0260
CHI.0270
CHI.0280
CHI.0285
CHI.0290
CHI.0300
CHI.0310
CHI.0320
CHI.0330
CHI.0340
CHI.0350
CHI.0360
CHI.0370
CHI.0380
CHI.0390
CHI.0395
06.CHI.0035
06.CHI.0050
06.CHI.0060
06.CHI.0070
06.CHI.0080
06.CHI.0090
06.CHI.0100
06.CHI.0110
06.CHI.0120
06.CHI.0130
06.CHI.0140
06.CHI.0150
06.CHI.0160
06.CHI.0162
06.CHI.0164
06.CHI.0166
06.CHI.0170
06.CHI.0180
06.CHI.0182
06.CHI.0184
06.CHI.0186
06.CHI.0188
06.CHI.0190
06.CHI.0200
06.CHI.0210
06.CHI.0220
06.CHI.0230
06.CHI.0240
06.CHI.0245
06.CHI.0260
06.CHI.0270
06.CHI.0280
06.CHI.0285
06.CHI.0290
06.CHI.0300
06.CHI.0310
06.CHI.0320
06.CHI.0330
06.CHI.0340
06.CHI.0350
06.CHI.0360
06.CHI.0370
06.CHI.0380
06.CHI.0390
06.CHI.0395
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The Front Desk staff has followed up a FBrand
The Front Desk staff is fluent in a mini Staff
The Front Desk staff follows all Sofitel Staff
The Front Desk is clean, organized and w
Cleanliness &
Staff always respect and protect guest Security & Mai
Staff accesses the Guest History Profile Staff
Staff use personal guest profile or GuestSecurity & Mai
Guests entering the hotel are acknowledg
Service
The Receptionist immediately greets gues
Staff
If the Receptionist is busy and cannot Staff
The Receptionist is the first and last to Staff
The Receptionist greets the guest by naMagnifiers
f the Guest is a Club Millesime, the receStaff
Suite Guests check in are performed in Staff
Children are called by their first names Staff
Repeat guests are "welcomed back" using
Staff
Receptionists use the guest name two tim
Staff
Desk Blotters are used at check in (receMagnifiers
The Desk blotter is perfectly clean and iMagnifiers
The Desk blotter is displayed closed on tMagnifiers
The Desk blotter contains at least one cMagnifiers
The Receptionist uses vocabulary that isStaff
The Receptionist devotes his/her full attStaff
If the AlClub membership number is notStaff
n
If the guest is an AlClub member the Rec
Staff
The Receptionist recognizes all AlClub Staff
If the guest is not an AlClub member, thStaff
If the guest wants to become an AlClub Staff
me
The Receptionist verifies the following Staff
The Receptionist makes an offer for an uStaff
The Receptionist reconfirms informationService
The Receptionist fills in the registratio Service
The receptionist asks the guest for the Staff
The Receptionist asks the guest to estabService
During the presentation of the check in fService
If the guest accepts, the guest's signat Service
The Receptionist inquires about the req Service
The Receptionist produces room keys anService
The Receptionist places all registratio Service
The Receptionist discreetly delivers an Service
On request, the Receptionist describes "Service
The Receptionist anticipates guest's neeService
The electronic key and the key card holdFurniture & Eq
The receptionist opens both flaps of the Magnifiers
CHI.0400
CHI.0410
CHI.0412
CHI.0420
CHI.0430
CHI.0440
CON.0010
CON.0020
CON.0032
CON.0035
CON.0050
CON.0060
CON.0070
CON.0080
CON.0090
CON.0100
CON.0120
CON.0122
CON.0130
CON.0150
CON.0160
CON.0170
CON.0190
CON.0200
CON.0210
CON.0220
CON.0230
CON.0240
CON.0250
CON.0260
CON.0270
CON.0280
CON.0290
CON.0300
CON.0310
CON.0320
CON.0330
CON.0332
CON.0340
CON.0350
OTS.0010
OTS.0022
OTS.0025
OTS.0040
OTS.0050
06.CHI.0400
06.CHI.0410
06.CHI.0412
06.CHI.0420
06.CHI.0430
06.CHI.0440
07.CON.0010
07.CON.0020
07.CON.0032
07.CON.0035
07.CON.0050
07.CON.0060
07.CON.0070
07.CON.0080
07.CON.0090
07.CON.0100
07.CON.0120
07.CON.0122
07.CON.0130
07.CON.0150
07.CON.0160
07.CON.0170
07.CON.0190
07.CON.0200
07.CON.0210
07.CON.0220
07.CON.0230
07.CON.0240
07.CON.0250
07.CON.0260
07.CON.0270
07.CON.0280
07.CON.0290
07.CON.0300
07.CON.0310
07.CON.0320
07.CON.0330
07.CON.0332
07.CON.0340
07.CON.0350
08.OTS.0010
08.OTS.0022
08.OTS.0025
08.OTS.0040
08.OTS.0050
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The Receptionist presents the registratioStaff

Receptionist offers room escort to all GuService
If an escort is declined, the Receptioni Service
The Receptionist provides a personalized
Staff
If a guestroom is not yet ready upon arrOrganization
The Reception staff updates the Guest Hi
Organization
Concierge service is available from 7:00Service
There is a minimum of one Les Clefs d'OStaff
The Concierge is well groomed, impeccab
Staff
The Concierge staff has followed up a tra
Brand
The Concierge staff is fluent in a minim Staff
Concierge staff is friendly, enthusiastic Staff
Concierge staff is precise and perform all
Staff
Concierge staff follows all Sofitel Telep Staff
The Concierge desk and work areas are Organization
ne
Concierge staff arranges any (legal) ser Service
The Concierge is able to suggest exclusiv
Service
Concierge staff promotes the property's Service
o
For any service requiring a booking (res Service
The Concierge staff has current and accu
Service
There are jogger amenities available at Service
The Concierge staff creates a weekly she
Service
The weekly Concierge newsletter is profes
Brand
The list of activities is thematically al Service
The Concierge immediately greets guests
Staff
If the Concierge is busy and cannot immStaff
The Concierge is the first and last to speStaff
The Concierge greets the guest by nameMagnifiers
Concierge uses the guest name at least Staff
t
The Concierge uses vocabulary that is pro
Staff
The Concierge devotes his/her full attentStaff
The Concierge practices up-selling and cStaff
The Concierge actively nourishes the Gue
Staff
The Concierge provides a personalized cStaff
The Concierge wishes the guest a pleasaService
The Concierge follows up with the guestService
Concierge is tracking all items delivere Service
The Concierge immediately responds with
Service
The Concierge updates the Guest History
Organization
All in-room telephone requests are directOrganization
The Internal Call Centre staff is well g Staff
All positions have been trained on the SStaff
The staff has a good command of English
Staff
OTS.0060
OTS.0070
OTS.0080
OTS.0090
OTS.0100
OTS.0110
OTS.0120
OTS.0130
OTS.0140
OTS.0150
OTS.0160
OTS.0170
OTS.0180
OTS.0185
OTS.0190
OTS.0200
OTS.0210
OTS.0220
OTS.0230
OTS.0240
OTS.0250
OTS.0260
OTS.0270
OTS.0280
OTS.0290
OTS.0295
OTS.0300
OTS.0310
OTS.0320
OTS.0330
OTS.0340
OTS.0350
OTS.0360
OTS.0370
OTS.0380
OTS.0390
OTS.0400
OTS.0410
OTS.0420
OTS.0430
OTS.0440
OTS.0450
OTS.0460
OTS.0470
OTS.0480
08.OTS.0060
08.OTS.0070
08.OTS.0080
08.OTS.0090
08.OTS.0100
08.OTS.0110
08.OTS.0120
08.OTS.0130
08.OTS.0140
08.OTS.0150
08.OTS.0160
08.OTS.0170
08.OTS.0180
08.OTS.0185
08.OTS.0190
08.OTS.0200
08.OTS.0210
08.OTS.0220
08.OTS.0230
08.OTS.0240
08.OTS.0250
08.OTS.0260
08.OTS.0270
08.OTS.0280
08.OTS.0290
08.OTS.0295
08.OTS.0300
08.OTS.0310
08.OTS.0320
08.OTS.0330
08.OTS.0340
08.OTS.0350
08.OTS.0360
08.OTS.0370
08.OTS.0380
08.OTS.0390
08.OTS.0400
08.OTS.0410
08.OTS.0420
08.OTS.0430
08.OTS.0440
08.OTS.0450
08.OTS.0460
08.OTS.0470
08.OTS.0480
P
P
P
P
P
P
P
P
P
P
P
P
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The staff knows whom to contact if a g Staff

The tracking software specified by Sofit Furniture & Eq
Guest names and room numbers are never
Security & Mai
Staff uses personal guest profile or hist Security & Mai
Callers who request connection to a room
Security & Mai
For connecting a call to a room, the stafSecurity & Mai
Staff fulfills guest requests for expenda Organization
Information is located in the Guest Dire Furniture & Eq
Staff is knowledgeable of local drug/conv
Service
All operational departments have a tele Service
Staff answers all calls within three rin Organization
Incoming calls are transferred within fiv Organization
For inside call, the Agent greets the cal Magnifiers
For outside call, the Agent greets the c Magnifiers
Staff understands how to operate the t Staff
Staff uses business cell phones as an exStaff
Staff forwards cell phones to voicemail Staff
Staff communicates a smile, warmth and
Staff
Staff speaks clearly using a moderate u Staff
Staff projects a positive, polite, profes Staff
Staff practices active listening skills.
Staff
Each call is ended on a positive note sucStaff
Staff always allows the caller to hang upStaff
Staff always asks the caller's permissionStaff
Staff never places a caller on hold for Staff
All telephone are equipped with the Sof Staff
Upon returning to the waiting caller, stafStaff
When transferring a call, staff waits on Staff
Staff announces the transfer to the receiStaff
Staff communicates the necessary details
Staff
If the party is not answering, staff offe Staff
Automated voicemail greetings indicateStaff
th
Voicemail messages provide the caller wi
Staff
Voicemail instructions / greetings are of Service
Staff uses the guest name at least once Staff
Staff uses vocabulary that is professionaStaff
Staff devotes his/her full attention to th Staff
Staff practices up-selling and cross-sell Staff
Staff anticipates guest's needs or offer Staff
Staff accurately and precisely arranges Staff
Staff reconfirms information or services Staff
Staff monitors and promptly corrects g Organization
All requests for service are met within Organization
Staff provides a personalized closing th Staff
OTS.0490
OTS.0500
OTS.0510
OTS.0520
OTS.0530
OTS.0540
OTS.0550
OTS.0560
OTS.0570
OTS.0580
OTS.0590
OTS.0600
OTS.0610
OTS.0615
OTS.0620
OTS.0630
BUS.0010
BUS.0020
BUS.0032
BUS.0035
BUS.0040
BUS.0050
BUS.0055
BUS.0060
BUS.0070
BUS.0080
BUS.0090
BUS.0100
BUS.0110
BUS.0120
BUS.0130
BUS.0140
BUS.0150
BUS.0160
PBA.0010
PBA.0020
PBA.0030
PBA.0050
PBA.0060
PBA.0065
PBA.0070
PBA.0080
PBA.0090
PBA.0100
PBA.0110
08.OTS.0490
08.OTS.0500
08.OTS.0510
08.OTS.0520
08.OTS.0530
08.OTS.0540
08.OTS.0550
08.OTS.0560
08.OTS.0570
08.OTS.0580
08.OTS.0590
08.OTS.0600
08.OTS.0610
08.OTS.0615
08.OTS.0620
08.OTS.0630
09.BUS.0010
09.BUS.0020
09.BUS.0032
09.BUS.0035
09.BUS.0040
09.BUS.0050
09.BUS.0055
09.BUS.0060
09.BUS.0070
09.BUS.0080
09.BUS.0090
09.BUS.0100
09.BUS.0110
09.BUS.0120
09.BUS.0130
09.BUS.0140
09.BUS.0150
09.BUS.0160
10.PBA.0010
10.PBA.0020
10.PBA.0030
10.PBA.0050
10.PBA.0060
10.PBA.0065
10.PBA.0070
10.PBA.0080
10.PBA.0090
10.PBA.0100
10.PBA.0110
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Staff wishes the guest a pleasant experiStaff

Staff follows-up with the guest after the Staff
Staff immediately responds with Sofitel Staff
Wake-up Call service is available 24 ho Service
Wake-up calls are not automated.
Service
The staff provides a warm and sincere gStaff
When a wake up call is requested, the sService
The staff offers a second wake-up call 15Service
Wake-up calls are received within two miService
Guest messages, not directed to voicemService
Staff taking messages repeat the messag
Service
Messages taken for guests include date,Service
Staff place messages in an envelope witService
Guest's surname spelling and room numbe
Service
The property's voicemail system is inte Furniture & Eq
The Internal Call Centre staff updates t Organization
The hotel is providing a Business Centre.Organization
The Business Centre is accessible 24/24Organization
The Business Centre staff is well groomeStaff
All positions have successfully completed
Brand
Furniture is arranged to accommodate gu
Furniture & Eq
Business center computers are checked Furniture
a
& Eq
The following equipment is supplied: - AtFurniture & Eq
The equipment and the internet access F
aurniture & Eq
The equipment is perfectly clean and in Cleanliness &
Secure, high quality Wifi internet accessOrganization
The following stationeries, meeting SofitFurniture & Eq
The environment is comfortable (lightingMagnifiers
Ceilings in the Business Centre are clea Cleanliness &
Walls in the Business Centre are clean aCleanliness &
Floors in the Business Centre are clean Cleanliness &
Doors in the Business Centre are clean Cleanliness &
The Business Centre physical environment
Cleanliness &
The lobby includes guest service locati Organization
Secure, high quality Wifi internet accessOrganization
All guests requesting information on a spe
Staff
After the sunset, the property sets up t Magnifiers
Candles display and accessories (lanter Magnifiers
The music reflects the identity of the pr Magnifiers
Noise levels from service areas or adjace
Furniture & Eq
Furnishings and fixtures are upscale andFurniture & Eq
The upholstery materials are in excellent
Cleanliness &
Furniture arrangement is conducive to gFurniture & Eq
PBA.0120
PBA.0130
PBA.0140
PBA.0150
PBA.0160
PBA.0170
PBA.0180
PBA.0190
PBA.0200
PBA.0210
PBA.0220
PBA.0230
PBA.0240
PBA.0250
PBA.0260
PBA.0270
PBA.0280
PBA.0290
PBA.0300
PBA.0310
PBA.0320
PBA.0330
PBA.0340
PBA.0345
PBA.0350
PBA.0360
PBA.0370
PBA.0380
PBA.0390
PBA.0400
PBA.0410
PBA.0420
PBA.0430
PBA.0460
PBA.0470
PBA.0480
PBA.0490
PBA.0500
PBA.0510
PBA.0520
PBA.0530
PBA.0540
PBA.0550
PBA.0560
10.PBA.0120
10.PBA.0130
10.PBA.0140
10.PBA.0150
10.PBA.0160
10.PBA.0170
10.PBA.0180
10.PBA.0190
10.PBA.0200
10.PBA.0210
10.PBA.0220
10.PBA.0230
10.PBA.0240
10.PBA.0250
10.PBA.0260
10.PBA.0270
10.PBA.0280
10.PBA.0290
10.PBA.0300
10.PBA.0310
10.PBA.0320
10.PBA.0330
10.PBA.0340
10.PBA.0345
10.PBA.0350
10.PBA.0360
10.PBA.0370
10.PBA.0380
10.PBA.0390
10.PBA.0400
10.PBA.0410
10.PBA.0420
10.PBA.0430
10.PBA.0460
10.PBA.0470
10.PBA.0480
10.PBA.0490
10.PBA.0500
10.PBA.0510
10.PBA.0520
10.PBA.0530
10.PBA.0540
10.PBA.0550
10.PBA.0560
P
P
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Artwork and other dcor elements are un

Furniture & Eq
Lighting fixtures are clean (no dust or c Cleanliness &
Light bulbs are energy efficient, in workiSustainable De
Brochure racks and guest information dis
Furniture & Eq
High quality designer ash urns / ashtrayFurniture & Eq
Waste receptacles are emptied before rea
Cleanliness &
Ash urns / ashtrays are clean and free ofCleanliness &
There is at least one fresh flower arrangMagnifiers
Ceilings are clean; free of dust and smuCleanliness &
Paint and surfaces are free of damage. Cleanliness &
Ceiling vents and wall vents and panels Cleanliness
a
&
Crown molding is clean and well maintaiCleanliness &
Walls are clean; free of dust, fingerprin Cleanliness &
Paint and other surfaces (including cornCleanliness &
Wall vents and panels are clean and freeCleanliness &
Floors and carpets are in safe condition,Cleanliness &
Floors and carpets are clean, (free of cr Cleanliness &
There is no wax buildup or accumulationCleanliness
o
&
Doors surfaces are clean and well mainta
Cleanliness &
Doors are well maintained (finish intact,Cleanliness &
Windows, window coverings and framesCleanliness
cl
&
Windows and coverings function properlCleanliness &
Window coverings are clean and hung prCleanliness &
The Corporate film "Brand Slide Show" isBrand
Signage design is unique and in harmony
Furniture & Eq
Extensive professionally produced signag
Furniture & Eq
Signage is mounted on walls or poles in Furniture
cl
& Eq
Signage is clear, concise and conformedBrand
Emergency signage is properly placed an
Security & Mai
Signage complies with state and local he
Security & Mai
Furniture arrangement is conducive to gFurniture & Eq
Daily newspaper(s) are available in the Furniture & Eq
Newspapers include at a minimum, localMagnifiers
Bar service (including light snacks) meetOrganization
The public seating areas are free of soil Cleanliness &
The property has a Library located in a pOrganization
A choice of books is provided (books on Magnifiers
F
Books are in excellent condition and maFurniture & Eq
Daily newspaper(s) - on line editions areMagnifiers
A wide selection of complimentary magazi
Magnifiers
The environment (lighting levels, air qu Magnifiers
After the sunset, the property applies thMagnifiers
Candles display and accessories (lanterns, chandelier
PBA.0570
PBA.0580
PBA.0590
PBA.0600
PBA.0610
PBA.0620
PBA.0630
PBA.0640
PBA.0650
PBA.0660
PBA.0670
PBA.0680
PBA.0690
PBA.0700
PBA.0710
PBA.0720
10.PBA.0570
10.PBA.0580
10.PBA.0590
10.PBA.0600
10.PBA.0610
10.PBA.0620
10.PBA.0630
10.PBA.0640
10.PBA.0650
10.PBA.0660
10.PBA.0670
10.PBA.0680
10.PBA.0690
10.PBA.0700
10.PBA.0710
10.PBA.0720
PBA.0730
PBA.0740
PBA.0750
PBA.0760
PBA.0770
PBA.0780
PBA.0790
PBA.0800
PBA.0810
PBA.0820
PBA.0830
PBA.0840
PBA.0850
PBA.0860
PBA.0870
PBA.0880
PBA.0890
PBA.0900
PBA.0910
PBA.0920
PBA.0930
PBA.0940
PBA.0950
PBA.0960
PBA.0970
PBA.0980
PBA.0990
PBA.1000
10.PBA.0730
10.PBA.0740
10.PBA.0750
10.PBA.0760
10.PBA.0770
10.PBA.0780
10.PBA.0790
10.PBA.0800
10.PBA.0810
10.PBA.0820
10.PBA.0830
10.PBA.0840
10.PBA.0850
10.PBA.0860
10.PBA.0870
10.PBA.0880
10.PBA.0890
10.PBA.0900
10.PBA.0910
10.PBA.0920
10.PBA.0930
10.PBA.0940
10.PBA.0950
10.PBA.0960
10.PBA.0970
10.PBA.0980
10.PBA.0990
10.PBA.1000
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Ceiling vents and panels are clean and fr
Cleanliness &
Walls are clean; free of dust, fingerprin Cleanliness &
Floors and carpets are in safe condition C
a leanliness &
o
&
Doors surfaces are clean, (free of marks,Cleanliness &
cl
&
Windows and coverings function properly
Cleanliness &
The Library physical environment (CeilinCleanliness &
Furnishings and fixtures are upscale andCleanliness &
Cleanliness &
There is a fresh flower arrangement displ
Furniture & Eq
Bar service (including light snacks) meetService
The Library is free of soiled Bar service Cleanliness &
Upscale and first class public restroom fService
The number and location of the restroom
Service
Public restrooms are immaculate, including
Cleanliness &
Each stall has a door with an operable prFurniture & Eq
The environment (lighting levels, air q Magnifiers
a leanliness &
o
&
Sink/Floor areas are dry.
Cleanliness &
Debris is not evident and waste receptaCleanliness &
Ventilation systems are working properlyCleanliness &
Public restrooms guest supplies include:Furniture & Eq
All supplies are well stocked. Dispenser Cleanliness &
House telephones are located on guestroo
Furniture & Eq
House telephones dial directly to the hoOrganization
House telephone stations and equipment
Cleanliness &
Message pads and pens (or pencils) meeti
Brand
The environment (lighting levels, air q Magnifiers
PBA.1010
PBA.1020
PBA.1030
PBA.1040
PBA.1050
PBA.1060
PBA.1070
PBA.1080
PBA.1090
PBA.1100
RBA.0012
RBA.0015
RBA.0020
RBA.0030
RBA.0040
RBA.0050
RBA.0060
RBA.0070
RBA.0080
RBA.0090
RBA.0100
RBA.0110
RBA.0120
RBA.0130
RBA.0140
RBA.0150
RBA.0160
RBA.0170
RBA.0180
RBA.0190
RBA.0200
RBA.0210
RBA.0220
RBA.0230
RBA.0240
RBA.0260
RBA.0270
RBA.0285
RBA.0340
RBA.0350
RBA.0360
RBA.0370
RBA.0390
RBA.0410
RBA.0430
10.PBA.1010
10.PBA.1020
10.PBA.1030
10.PBA.1040
10.PBA.1050
10.PBA.1060
10.PBA.1070
10.PBA.1080
10.PBA.1090
10.PBA.1100
11.RBA.0012
11.RBA.0015
11.RBA.0020
11.RBA.0030
11.RBA.0040
11.RBA.0050
11.RBA.0060
11.RBA.0070
11.RBA.0080
11.RBA.0090
11.RBA.0100
11.RBA.0110
11.RBA.0120
11.RBA.0130
11.RBA.0140
11.RBA.0150
11.RBA.0160
11.RBA.0170
11.RBA.0180
11.RBA.0190
11.RBA.0200
11.RBA.0210
11.RBA.0220
11.RBA.0230
11.RBA.0240
11.RBA.0260
11.RBA.0270
11.RBA.0285
11.RBA.0340
11.RBA.0350
11.RBA.0360
11.RBA.0370
11.RBA.0390
11.RBA.0410
11.RBA.0430
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P
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In high rise building (10 floors and up), Magnifiers
Elevators are immaculate, including doors
Cleanliness &
The elevator trim, moldings, handrails, et
Cleanliness &
The emergency phone/intercom and autom
Security & Mai
Elevator floor markers work properly and
Furniture & Eq
Interior signage for the elevators is in p Brand
Property staff uses the service elevator Service
The Housekeeping staff is well groomed,Staff
All positions (whether contracted or subStaff
All rooming lists are kept confidential. Security & Mai
Occupied guestrooms are cleaned thoroug
Organization
Housekeeper, in coordination with otherStaff
The Housekeeping staff updates the Guest
Organization
Guestrooms receive full, preventive main
Security & Mai
All guest requests for maintenance are rSecurity & Mai
If repairs cannot be completed within 1 Security & Mai
Maintenance and repairs are performed Security & Mai
A maintenance response card (using SofiSecurity & Mai
The safe doors are left ajar in clean an Security & Mai
The staff is aware of the specific Sofite Organization
Staff spontaneously and proactively gree
Magnifiers
If staff members are vacuuming the corri
Staff
Staff members knock on the door/use the
Staff
d
If after knocking on the door and waitin Staff
During room cleaning, turndown and main
Staff
The staff member ensures the door is sec
Staff
Carts, trolleys and baskets are neat, cle Organization
If a guest makes a request for admittancSecurity & Mai
Staff respects the guest's need for privaStaff
If the "Do Not Disturb" sign is left on t Security & Mai
Guestroom corridor environment is comfor
Furniture & Eq
Lighting fixtures are clean (no dust or Cleanliness &
Corridors are clean and in perfect conditCleanliness &
Each guestroom floor has a house phoneFurniture
i
& Eq
Housekeeping closets, linen rooms, stora
Security & Mai
Directional signage to and on guestroomFurniture & Eq
Guestroom corridor signage design is wel
Furniture & Eq
If ice machines are provided on the guesFurniture & Eq
Ashtrays are not provided in non-smoki Furniture & Eq
Smoking rooms are equipped with a minim
Furniture & Eq
RBA.0440
RBA.0450
RBA.0470
RBA.0480
RBA.0490
RBA.0500
RBA.0505
RBA.0510
RBA.0520
RBA.0530
RBA.0540
RBA.0550
RBA.0560
RBA.0570
RBA.0580
RBA.0590
RBA.0600
RBA.0610
RBA.0620
RBA.0630
RBA.0640
RBA.0650
RBA.0660
RBA.0670
RBA.0680
RBA.0690
RBA.0700
RBA.0705
RBA.0710
RBA.0720
RBA.0730
RBA.0740
RBA.0750
RBA.0760
RBA.0770
RBA.0780
RBA.0790
RBA.0800
RBA.0810
RBA.0820
RBA.0830
RBA.0840
RBA.0850
RBA.0860
RBA.0870
11.RBA.0440
11.RBA.0450
11.RBA.0470
11.RBA.0480
11.RBA.0490
11.RBA.0500
11.RBA.0505
11.RBA.0510
11.RBA.0520
11.RBA.0530
11.RBA.0540
11.RBA.0550
11.RBA.0560
11.RBA.0570
11.RBA.0580
11.RBA.0590
11.RBA.0600
11.RBA.0610
11.RBA.0620
11.RBA.0630
11.RBA.0640
11.RBA.0650
11.RBA.0660
11.RBA.0670
11.RBA.0680
11.RBA.0690
11.RBA.0700
11.RBA.0705
11.RBA.0710
11.RBA.0720
11.RBA.0730
11.RBA.0740
11.RBA.0750
11.RBA.0760
11.RBA.0770
11.RBA.0780
11.RBA.0790
11.RBA.0800
11.RBA.0810
11.RBA.0820
11.RBA.0830
11.RBA.0840
11.RBA.0850
11.RBA.0860
11.RBA.0870
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P
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An inventory of rooms for disabled guestOrganization

The property maintains equipment for the
Service
All guestroom entry doors are equipped Security
w
& Mai
Security instructions, Limits of Liabili
Security & Mai
Guestroom entry door lock system meets
Security
t
& Mai
All Room entrances are equipped with aSecurity
d
& Mai
All Room entrances are equipped with aSecurity & Mai
Connecting guestroom doors have a one-in
Security & Mai
Each sliding glass door is equipped withSecurity & Mai
Guestroom entry doors are equipped witFurniture & Eq
Guestroom doors are clean, (free of mark
Cleanliness &
Tracks and doorframes are clean and wor
Cleanliness &
If there is no "do not disturb lights" ava Security & Mai
Guestroom ceilings are clean; free of duCleanliness &
Guestroom walls are clean; free of dust, Cleanliness &
Guestroom wall bases are clean and in gCleanliness &
Guestroom wall coverings and corner guCleanliness &
Guestroom floors are in safe condition (fre
Cleanliness &
Guestroom floors are clean, (free of dust,
Cleanliness &
On polished floor surfaces, there is no wCleanliness &
There are no insects (alive or dead) on wa
Cleanliness &
Adequate guestroom noise insulation froCleanliness &
Guestroom windows are clean and clearCleanliness
&
Window glass is in perfect condition withCleanliness &
Window frames and sills are clean and frCleanliness &
Rooms are clean and in perfect condition
Cleanliness &
Rooms are equipped with excellent qualiFurniture & Eq
Drapes, valance and sheers are properlyCleanliness &
Drapery cords and springs are functioni Cleanliness &
Guestroom windows on the ground levelSecurity
a
& Mai
Furnishings are upscale, decorative, andFurniture & Eq
All desks, tables and chairs are properlyFurniture & Eq
Furniture is arranged to accommodate gu
Furniture & Eq
Furniture and case goods are clean, andCleanliness &
The desk is free of clutter providing suffFurniture & Eq
Upscale matted and framed art work is iFurniture & Eq
A clean, well-maintained full-length mir Furniture & Eq
All mirrors, pictures and other decorati Cleanliness &
Each room is equipped with a functionalFurniture & Eq
Light and lamp switches are easily accesFurniture & Eq
Light fixtures and lamps harmonize withFurniture & Eq
Lamps or light fixtures are in place in Furniture & Eq
Light fixtures are firmly attached to the Furniture & Eq
RBA.0880
RBA.0890
RBA.0900
RBA.0910
RBA.0920
RBA.0930
RBA.0940
RBA.0950
RBA.0960
RBA.0970
RBA.0980
RBA.0990
RBA.1000
RBA.1005
RBA.1010
RBA.1020
RBA.1030
RBA.1032
RBA.1034
RBA.1036
RBA.1040
RBA.1050
RBA.1060
RBA.1070
RBA.1080
RBA.1090
RBA.1100
RBA.1110
RBA.1120
RBA.1130
RBA.1140
RBA.1150
RBA.1160
RBA.1170
RBA.1180
RBA.1190
RBA.1195
RBA.1210
RBA.1220
RBA.1230
RBA.1240
RBA.1250
RBA.1260
RBA.1270
RBA.1280
11.RBA.0880
11.RBA.0890
11.RBA.0900
11.RBA.0910
11.RBA.0920
11.RBA.0930
11.RBA.0940
11.RBA.0950
11.RBA.0960
11.RBA.0970
11.RBA.0980
11.RBA.0990
11.RBA.1000
11.RBA.1005
11.RBA.1010
11.RBA.1020
11.RBA.1030
11.RBA.1032
11.RBA.1034
11.RBA.1036
11.RBA.1040
11.RBA.1050
11.RBA.1060
11.RBA.1070
11.RBA.1080
11.RBA.1090
11.RBA.1100
11.RBA.1110
11.RBA.1120
11.RBA.1130
11.RBA.1140
11.RBA.1150
11.RBA.1160
11.RBA.1170
11.RBA.1180
11.RBA.1190
11.RBA.1195
11.RBA.1210
11.RBA.1220
11.RBA.1230
11.RBA.1240
11.RBA.1250
11.RBA.1260
11.RBA.1270
11.RBA.1280
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Light bulbs are working in all fixtures anCleanliness &

Lampshades are clean and well maintaine
Cleanliness &
Heating, ventilation and air-conditionin Furniture & Eq
Heating, ventilation and air-conditionin Cleanliness &
HVAC is not loud or intrusive and does no
Furniture & Eq
Guestrooms smell fresh and are well vent
Cleanliness &
The room temperature is adjusted to theFurniture & Eq
There is sufficient space for two pieces Furniture & Eq
Each guestroom is equipped with one clea
Furniture & Eq
Wastebaskets / bins are upscale and co Furniture & Eq
There is one Room Directory, meeting Sof
Furniture & Eq
The Room Directory contains the followin
Furniture & Eq
A Room service Menu, meeting Sofitel spe
Furniture & Eq
The Room Directory provides at least the
Furniture & Eq
The following printed materials are availFurniture & Eq
All printed materials are presented in a Cleanliness &
The Sofitel Worldwide directory is availaBrand
The Sofitel Corporate Brochure "Life is Ma
Brand
The Sofitel Corporate Brochure "Life is MBrand
Closets are illuminated and fully enclos Furniture & Eq
For Classic, Superior and Luxury Rooms,Furniture
e
& Eq
For Classic, Superior and Luxury Rooms,Furniture
e
& Eq
For Sofitel Suites, Club Millesimes Rooms
Furniture & Eq
For Sofitel Suites, Club Millesimes Rooms
Furniture & Eq
If the hair dryer cannot be placed in theFurniture & Eq
Umbrellas are available at the front entrFurniture & Eq
In suites, Two pairs of flip flops, meetingFurniture & Eq
In Suites, an In Room Fitness program (in
Furniture & Eq
An In Room Fitness program (including Yo
Furniture & Eq
Digital in-room safes are large enough tFurniture & Eq
Instructions, meeting Sofitel Brand Iden Furniture & Eq
An iron and a full size ironing board is a Furniture & Eq
The iron have a auto shut off, non stick w
Furniture & Eq
The telephone and voicemail systems are
Furniture & Eq
Each guestroom bedroom has one telepFurniture & Eq
Each suite has a minimum of two telepho
Furniture & Eq
Each phone must have a prominent messa
Furniture & Eq
The telephone has the new Sofitel BrandBrand
At a minimum, speed dial buttons for thFurniture & Eq
The property's long distance and local t Furniture & Eq
A clean pad of paper and a Sofitel pencilBrand
High Speed Internet (wired or wireless) Furniture & Eq
If there is a charge for in-room interne Furniture & Eq
The WIFI is functioning.
Furniture & Eq
RBA.1290
RBA.1300
RBA.1310
RBA.1320
RBA.1330
RBA.1340
RBA.1350
RBA.1360
RBA.1370
RBA.1380
RBA.1385
RBA.1390
RBA.1391
RBA.1392
RBA.1393
RBA.1394
RBA.1395
RBA.1396
RBA.1397
RBA.1398
RBA.1399
RBA.1400
RBA.1401
RBA.1410
RBA.1420
RBA.1460
RBA.1470
RBA.1475
RBA.1480
RBA.1490
RBA.1500
RBA.1510
RBA.1520
RBA.1530
RBA.1540
RBA.1550
RBA.1560
RBA.1570
RBA.1580
RBA.1585
RBA.1590
RBA.1600
RBA.1605
RBA.1610
RBA.1620
11.RBA.1290
11.RBA.1300
11.RBA.1310
11.RBA.1320
11.RBA.1330
11.RBA.1340
11.RBA.1350
11.RBA.1360
11.RBA.1370
11.RBA.1380
11.RBA.1385
11.RBA.1390
11.RBA.1391
11.RBA.1392
11.RBA.1393
11.RBA.1394
11.RBA.1395
11.RBA.1396
11.RBA.1397
11.RBA.1398
11.RBA.1399
11.RBA.1400
11.RBA.1401
11.RBA.1410
11.RBA.1420
11.RBA.1460
11.RBA.1470
11.RBA.1475
11.RBA.1480
11.RBA.1490
11.RBA.1500
11.RBA.1510
11.RBA.1520
11.RBA.1530
11.RBA.1540
11.RBA.1550
11.RBA.1560
11.RBA.1570
11.RBA.1580
11.RBA.1585
11.RBA.1590
11.RBA.1600
11.RBA.1605
11.RBA.1610
11.RBA.1620
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There are electrical outlets and universaFurniture & Eq

Electronics and appliance wiring is organFurniture & Eq
Electrical plugs and sockets are in excelCleanliness &
Computer/telephone chargers/adapters Faurniture & Eq
All guestrooms contain a high-quality, oFurniture & Eq
All suites contain a high-quality, oversi Furniture & Eq
Suites have two television sets.
Furniture & Eq
Televisions are positioned in the room Furniture & Eq
The television remote control is placed nFurniture & Eq
Televisions are clean (dust free front,
Cleanliness &
The Corporate film "Brand Slide Show" isBrand
TV5 and "France 24" channels (where avai
Furniture & Eq
The channels available are no less than Furniture & Eq
Weather programs are available (3% of tFurniture & Eq
Local channels programs are available (Furniture & Eq
News programs are available (15% of toFurniture & Eq
Sports programs are available (15% of tFurniture & Eq
Business programs are available (10% ofFurniture & Eq
Films/Movies programs are available (10Furniture & Eq
Music programs are available (10% of toFurniture & Eq
Art de Vivre (Fashion, travel, luxury, c Furniture & Eq
Kids programs are available (4% of tota Furniture & Eq
Religion programs are available (3% of tFurniture & Eq
If a Pay-Per-View movie system is in placFurniture & Eq
The TV channels are indicated on a TV ch
Furniture & Eq
A BOSE IPod docking station and BOSE Wav
Furniture & Eq
The alarm clock is user-friendly. InstructFurniture & Eq
All clocks available (radio, TV) in the Furniture & Eq
The alarm is in the "off" position and theFurniture & Eq
Suites are equipped with the BOSE speak
Furniture & Eq
A tea kettle and espresso machine is avFurniture & Eq
In Suites, The tea kettle, espresso machCleanliness &
In Suites, The kettle, espresso machine,Furniture & Eq
A complimentary 50cl bottle of still mineFurniture & Eq
Mini-bars are available in all guestrooms.
Furniture & Eq
Mini-bars are clean (inside and out) andCleanliness &
Clean, well maintained, accurate mini-bar
Cleanliness &
The following mini-bar supplies are proviFurniture & Eq
If the mini-bar is charged, the followin Furniture & Eq
If the mini bar is complimentary, the fol Furniture & Eq
All beverages and snacks are within expiFurniture & Eq
All beverage labels are positioned toward
Furniture & Eq
Snacks are not placed within the mini baFurniture & Eq
A decorative insulated ice bucket with liFurniture & Eq
Ice buckets are clean and well maintain Cleanliness &
RBA.1630
RBA.1640
RBA.1650
RBA.1660
RBA.1670
RBA.1680
RBA.1690
RBA.1700
RBA.1710
RBA.1720
RBA.1730
RBA.1732
RBA.1734
RBA.1736
RBA.1740
RBA.1750
RBA.1760
RBA.1770
RBA.1780
RBA.1800
RBA.1810
RBA.1820
RBA.1825
RBA.1830
RBA.1840
RBA.1850
RBA.1860
RBA.1870
RBA.1880
RBA.1890
RBA.1900
RBA.1910
RBA.1920
RBA.1925
RBA.1930
RBA.1940
RBA.1950
RBA.1960
RBA.1970
RBA.1980
RBA.1990
RBA.2000
RBA.2010
RBA.2020
RBA.2030
11.RBA.1630
11.RBA.1640
11.RBA.1650
11.RBA.1660
11.RBA.1670
11.RBA.1680
11.RBA.1690
11.RBA.1700
11.RBA.1710
11.RBA.1720
11.RBA.1730
11.RBA.1732
11.RBA.1734
11.RBA.1736
11.RBA.1740
11.RBA.1750
11.RBA.1760
11.RBA.1770
11.RBA.1780
11.RBA.1800
11.RBA.1810
11.RBA.1820
11.RBA.1825
11.RBA.1830
11.RBA.1840
11.RBA.1850
11.RBA.1860
11.RBA.1870
11.RBA.1880
11.RBA.1890
11.RBA.1900
11.RBA.1910
11.RBA.1920
11.RBA.1925
11.RBA.1930
11.RBA.1940
11.RBA.1950
11.RBA.1960
11.RBA.1970
11.RBA.1980
11.RBA.1990
11.RBA.2000
11.RBA.2010
11.RBA.2020
11.RBA.2030
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Ice service is available within 15 minut Service

For rooms with a balcony, there are two Furniture & Eq
On the balcony, the floors, walls, ceilin Cleanliness &
Lights bulbs on the balcony are energy ef
Sustainable De
On balcony, guestroom furnishings are cCleanliness &
The bed strictly conforms to the Sofitel Magnifiers
The bed is made and linens are changedFurniture & Eq
For Sofitel properties offering the possi Furniture & Eq
The bed is clean and properly made, with
Furniture & Eq
The duvet is plumped up (duvet not tucke
Furniture & Eq
The pillow menu is introduced to Suite Gu
Furniture & Eq
For Suites and club floor, Staff is advi Furniture & Eq
For Suites/Club floor , when the guest haFurniture & Eq
For Suites/club Floor, the pillows are se Furniture & Eq
Pillows meet Sofitel specifications (que Furniture & Eq
Mattresses, pillows, blankets, toppers, pCleanliness &
Bed skirts/box spring covers are perfectlCleanliness &
There is one mattress pad per bed meetin
Furniture & Eq
One white pillowcase and pillow cover isFurniture & Eq
Children's cribs and cots are available t Furniture & Eq
Cribs and cots are in excellent conditio Cleanliness &
A Vanilla bear (or similar) is placed on t Furniture & Eq
Extra beds are prepared like a "MyBed":Magnifiers
Other children's amenities are available Furniture & Eq
Bathroom ceilings are clean; free of dusCleanliness &
Bathroom walls are clean; free of mildew,
Cleanliness &
Bathroom wall coverings and corner guaFurniture & Eq
Excellent quality floor coverings includinFurniture & Eq
Bathroom floors are clean, (free of mildew
Cleanliness &
On polished floor surfaces, there is no wCleanliness &
There are no insects (alive or dead) on wa
Cleanliness &
Doors are clean, free of marks, finish in Cleanliness &
Bathrooms are clean and in perfect condi
Cleanliness &
There is a double pronged robe hook in Furniture & Eq
There is a privacy lock on the bathroom Furniture & Eq
There is a high degree of style, some a Furniture & Eq
Excellent-sized bathrooms, affording g Furniture & Eq
The decor of the bathroom is coordinateFurniture & Eq
Bathroom ventilation system works proper
Cleanliness &
Odors and humidity are removed promptl
Cleanliness &
A nightlight is available (lighted make-uFurniture & Eq
Adequate lighting (minimum two 75 watt
Furniture & Eq
Light fixtures are properly mounted.
Cleanliness &
Light bulbs are functioning and dust-freeCleanliness &
RBA.2040
RBA.2050
RBA.2060
RBA.2070
RBA.2080
RBA.2090
RBA.2100
RBA.2110
RBA.2120
RBA.2130
RBA.2140
RBA.2150
RBA.2160
RBA.2170
RBA.2180
RBA.2190
RBA.2200
RBA.2210
RBA.2220
RBA.2230
RBA.2240
RBA.2250
RBA.2260
RBA.2270
RBA.2280
RBA.2290
RBA.2295
RBA.2300
RBA.2310
RBA.2320
RBA.2330
RBA.2340
RBA.2350
RBA.2360
RBA.2370
RBA.2380
RBA.2390
RBA.2400
RBA.2410
RBA.2420
RBA.2430
RBA.2440
RBA.2450
RBA.2460
RBA.2470
11.RBA.2040
11.RBA.2050
11.RBA.2060
11.RBA.2070
11.RBA.2080
11.RBA.2090
11.RBA.2100
11.RBA.2110
11.RBA.2120
11.RBA.2130
11.RBA.2140
11.RBA.2150
11.RBA.2160
11.RBA.2170
11.RBA.2180
11.RBA.2190
11.RBA.2200
11.RBA.2210
11.RBA.2220
11.RBA.2230
11.RBA.2240
11.RBA.2250
11.RBA.2260
11.RBA.2270
11.RBA.2280
11.RBA.2290
11.RBA.2295
11.RBA.2300
11.RBA.2310
11.RBA.2320
11.RBA.2330
11.RBA.2340
11.RBA.2350
11.RBA.2360
11.RBA.2370
11.RBA.2380
11.RBA.2390
11.RBA.2400
11.RBA.2410
11.RBA.2420
11.RBA.2430
11.RBA.2440
11.RBA.2450
11.RBA.2460
11.RBA.2470
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Plumbing is quiet (no significant noise). Cleanliness &

Water saving devices are used on toilet Sustainable De
Water (shower) runs hot within 10 second
Furniture & Eq
Water runs clear and has no odor.
Furniture & Eq
Shower water pressure is sufficiently strFurniture & Eq
Water conservation methods are utilizedSustainable De
Each bathroom is equipped with a tub/sh
Furniture & Eq
There are enhanced faucets and fixture Furniture & Eq
Tub and sink fixtures and stoppers are fuCleanliness &
One toilet is provided per bathroom. TheFurniture & Eq
There is at least one wall-mounted toiletFurniture & Eq
There is a large framed mirror. The mirroFurniture & Eq
There is a lighted make-up mirror.
Furniture & Eq
Towel bars / shelves for linen storage areFurniture & Eq
The bathroom electrical outlets are locaFurniture & Eq
Vanity is of excellent quality including Furniture & Eq
Vanity equipment includes: - 1 soap dishFurniture & Eq
The following items are in a container plFurniture & Eq
Two glasses (min. 8 oz.) per bathroom arFurniture & Eq
Toiletries in Classic, Superior and Delux Furniture & Eq
Toiletries in Club Millesime, Sofitel Suit Furniture & Eq
Toiletries in Opera and Prestige Suites me
Furniture & Eq
Toiletries are replenished after 50 perc Furniture & Eq
Toiletries are neatly arranged or display Furniture & Eq
Toiletry packaging is fresh and in good cFurniture & Eq
Towels are soft, plush, no synthetic fibe Furniture & Eq
Terry meets Sofitel specifications: Yves Furniture & Eq
The hotel is following the Plant for the Sustainable De
The Sofitel Plant for the Planet card is p Sustainable De
Bath Linens in Classic, Superior and De Furniture & Eq
Bath Linens in Sofitel Suite & Club Mil Furniture & Eq
For Sofitel Suite & Club Millsime Rooms,
Furniture & Eq
Bath Linens in Opera and Prestige Suite Furniture & Eq
For Sofitel Suite, Club Millsime Rooms, Furniture & Eq
Bath linens are clean, soft, pleasant sm Cleanliness &
The bathrobe, with the belt attached, is Furniture & Eq
On request, additional bathrobes are prov
Furniture & Eq
A stainless metal waste bin with a lid a Furniture & Eq
There is a liner; either a bin bag (prefe Furniture & Eq
Waste bins are clean and well maintaineCleanliness &
One free standing hair dryer (minimum 1
Furniture & Eq
The hair dryer is presented in an embroiFurniture & Eq
The hair dryer is displayed so as to be f Furniture & Eq
Turndown service is provided to all guestOrganization
Evening turndown is provided by 9:00 PM
Organization
RBA.2480
RBA.2490
RBA.2500
RBA.2510
RBA.2520
RBA.2530
RBA.2540
RBA.2550
RBA.2560
RBA.2570
RBA.2580
RBA.2590
RBA.2600
RBA.2610
RBA.2620
RBA.2630
RBA.2635
RBA.2640
RBA.2650
RBA.2660
RBA.2670
RBA.2680
RBA.2690
RBA.2702
RBA.2705
RBA.2710
RBA.2720
RBA.2730
RBA.2740
RBA.2750
RBA.2760
RMS.0010
RMS.0022
RMS.0025
RMS.0040
RMS.0050
RMS.0060
RMS.0070
RMS.0075
RMS.0090
RMS.0100
RMS.0120
RMS.0130
RMS.0140
RMS.0150
11.RBA.2480
11.RBA.2490
11.RBA.2500
11.RBA.2510
11.RBA.2520
11.RBA.2530
11.RBA.2540
11.RBA.2550
11.RBA.2560
11.RBA.2570
11.RBA.2580
11.RBA.2590
11.RBA.2600
11.RBA.2610
11.RBA.2620
11.RBA.2630
11.RBA.2635
11.RBA.2640
11.RBA.2650
11.RBA.2660
11.RBA.2670
11.RBA.2680
11.RBA.2690
11.RBA.2702
11.RBA.2705
11.RBA.2710
11.RBA.2720
11.RBA.2730
11.RBA.2740
11.RBA.2750
11.RBA.2760
12.RMS.0010
12.RMS.0022
12.RMS.0025
12.RMS.0040
12.RMS.0050
12.RMS.0060
12.RMS.0070
12.RMS.0075
12.RMS.0090
12.RMS.0100
12.RMS.0120
12.RMS.0130
12.RMS.0140
12.RMS.0150
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If the guest is in his/her room, the staf Organization

If the guest declines the service, the s Organization
The guestroom and bath are fully refresh
Service
The bed is turned down per MyBed speciMagnifiers
A floor mat, with slippers, is placed bes Service
On the bedside table without the telepho
Service
The guestroom temperature is not adjusService
The lighting levels are adjusted. In the Service
Night light in bathroom is illuminated. ( Service
Guest clothing items are neatly arranged
Service
Arrangement of guest belongings is respe
Service
Water glasses are not emptied as they m
Service
Personal toiletries are neatly arranged i Service
Curtains and blackouts are closed.
Service
The radio/MP3 is set at moderate sound Service
l
The SoBoutique brochure is placed on thService
Laundry service / offer is placed on the Service
All rubbish is removed from all waste binService
A one-hour express ironing service is ava
Organization
The dry cleaning/laundry service is pro Service
Garments are collected within 15 minutes
Service
Staff confirms cleaning method, the nu Service
Laundry deliveries are made before 9.00Service
Laundry Staff is well groomed, impeccabl
Magnifiers
Laundry Staff wears their full new SofiteMagnifiers
Garment is delivered on time.
Service
Items of clothing are grouped or individuService
Folded garments are placed inside a wicke
Service
The hotel provides Shoe Shine service Service
Shoes are collected within 15 minutes ofService
Shoes are delivered when promised (as Service
st
Room Service is available 24 hours a daOrganization
The Room Service staff is well groomed,Staff
Room Service staff wears their full new Magnifiers
Room Service staff has followed up a traiStaff
Room Service staff have at least a goo Staff
The Room Service menus (breakfast, lunOrganization
Beverage menu includes a minimum of 8
Organization
The Continental Breakfast menu is serv Organization
All menu items are described in English Organization
Continental Breakfast orders are delive Service
Room Service order takers answer teleph
Service
The order-taker provides a cheerful greet
Magnifiers
The order-taker verifies the guest's na Service
RMS.0155
RMS.0160
RMS.0170
RMS.0180
RMS.0190
RMS.0200
RMS.0210
RMS.0220
RMS.0225
RMS.0230
RMS.0240
RMS.0245
RMS.0250
RMS.0260
RMS.0270
RMS.0280
RMS.0290
RMS.0300
RMS.0310
RMS.0320
RMS.0330
RMS.0340
RMS.0360
RMS.0370
RMS.0400
RMS.0410
RMS.0420
RMS.0430
RMS.0440
RMS.0485
RMS.0490
RMS.0500
RMS.0510
RMS.0520
RMS.0530
RMS.0540
RMS.0550
RMS.0560
RMS.0570
RMS.0580
RMS.0590
RMS.0600
RMS.0610
RMS.0620
RMS.0630
12.RMS.0155
12.RMS.0160
12.RMS.0170
12.RMS.0180
12.RMS.0190
12.RMS.0200
12.RMS.0210
12.RMS.0220
12.RMS.0225
12.RMS.0230
12.RMS.0240
12.RMS.0245
12.RMS.0250
12.RMS.0260
12.RMS.0270
12.RMS.0280
12.RMS.0290
12.RMS.0300
12.RMS.0310
12.RMS.0320
12.RMS.0330
12.RMS.0340
12.RMS.0360
12.RMS.0370
12.RMS.0400
12.RMS.0410
12.RMS.0420
12.RMS.0430
12.RMS.0440
12.RMS.0485
12.RMS.0490
12.RMS.0500
12.RMS.0510
12.RMS.0520
12.RMS.0530
12.RMS.0540
12.RMS.0550
12.RMS.0560
12.RMS.0570
12.RMS.0580
12.RMS.0590
12.RMS.0600
12.RMS.0610
12.RMS.0620
12.RMS.0630
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
Staff projects a positive, polite, profes Service

The order-taker uses the guest's surname
Staff
The order-taker is knowledgeable about Service
The order-taker is able to describe the hService
If requested, the order-taker arranges f Service
The order-taker inquires about known food
Service
The order-taker uses suggestive up-sell Service
Order-takers ask the appropriate preparService
If the Guest is taking several courses ( Service
The order-taker repeats the complete ord
Service
If the breakfast is included in a packageService
The order taker proposes several choices
Service
The order-taker offers the guest a guaraService
If the order takes more than the time quService
The order-taker thanks the guest for theService
The tray and trolley set-up for all meal Furniture & Eq
The staff is aware of the guestroom layou
Staff
The staff is aware of the specific Sofite Staff
An instruction card is placed on the table
Service
Room Service tables, trolleys and trays Cleanliness &
Room Service tables and trays are set wiFurniture & Eq
All service ware (glassware, plates and sCleanliness &
Room Service orders are delivered on line
Furniture & Eq
The linen Tablecloth and Napkin (100% co
Furniture & Eq
All food and beverage items are coveredFurniture & Eq
Plate covers and lids properly sized for Furniture & Eq
Plastic wrap and foil are unacceptable foFurniture & Eq
Glass caps are used in the transport of Furniture & Eq
Food and beverage presentation (dishwar
Furniture & Eq
The tray and trolley set-up for continen Furniture & Eq
Food and beverages are served at the pOrganization
Food and beverage items are made to ord
Organization
Food labels are provided on the appropriOrganization
A glass of water per entree is placed on Furniture & Eq
The order is delivered within the time p Service
The Server approaches the room, position
Service
At breakfast the server picks-up the newService
When the guest answers, the Server smile
Magnifiers
The Server inquires where the guest would
Service
The Server reviews the order with the gu
Service
The Server presents the food, removes al
Service
When any kind of beverage is ordered, tService
When wine by the bottle is ordered, the Service
The Server presents the bottle to the guService
The Server and order-taker are knowledg
Service
RMS.0640
RMS.0650
RMS.0660
RMS.0670
RMS.0680
RMS.0690
RMS.0700
RMS.0720
RMS.0725
RMS.0730
RMS.0732
RMS.0733
RMS.0734
RMS.0736
RMS.0738
RMS.0740
RMS.0750
RMS.0760
RMS.0770
BAR.0010
BAR.0022
BAR.0025
BAR.0040
BAR.0050
BAR.0060
BAR.0070
BAR.0080
BAR.0090
BAR.0100
BAR.0110
BAR.0115
BAR.0120
BAR.0130
BAR.0140
BAR.0150
BAR.0160
BAR.0170
BAR.0180
BAR.0190
BAR.0220
BAR.0240
BAR.0290
BAR.0310
BAR.0340
BAR.0350
12.RMS.0640
12.RMS.0650
12.RMS.0660
12.RMS.0670
12.RMS.0680
12.RMS.0690
12.RMS.0700
12.RMS.0720
12.RMS.0725
12.RMS.0730
12.RMS.0732
12.RMS.0733
12.RMS.0734
12.RMS.0736
12.RMS.0738
12.RMS.0740
12.RMS.0750
12.RMS.0760
12.RMS.0770
13.BAR.0010
13.BAR.0022
13.BAR.0025
13.BAR.0040
13.BAR.0050
13.BAR.0060
13.BAR.0070
13.BAR.0080
13.BAR.0090
13.BAR.0100
13.BAR.0110
13.BAR.0115
13.BAR.0120
13.BAR.0130
13.BAR.0140
13.BAR.0150
13.BAR.0160
13.BAR.0170
13.BAR.0180
13.BAR.0190
13.BAR.0220
13.BAR.0240
13.BAR.0290
13.BAR.0310
13.BAR.0340
13.BAR.0350
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
White wines/champagnes are placed in Ic

Service
The Server pours a sample for the guestService
Hot Food is served in a hot box. Waiter Service
The Server presents the check in a SofitService
The Server explains the tray/table pick-uService
The server thanks the guest using the gu
Staff
The Server and order-taker are knowledg
Service
Filtered coffee is served in a coffee pre Service
At breakfast, the staff present the BreadMagnifiers
The coffee press serves at least two cupService
The Food ordered looks fresh and of gooService
Viennoiseries are fresh and tasty compar
Service
The Food is served at correct temperatuService
The food is cooked as requested per gueService
Bread basket (3 type of breads includingMagnifiers
Trays / Trolleys are picked-up within 15 Service
In any case, Room service tables and traService
A tray and table tracking system is in p Organization
The Room Service staff updates the Guest
Organization
All hours of operation comply with local Organization
The Bar staff is well groomed, impeccablStaff
The Bar staff wears their full new Sofite Magnifiers
All positions have been trained on SofiteBrand
The Bar staff is knowledgeable about meStaff
Staff
The staff is aware of the specific Sofitel Staff
The environment (lighting levels, air q Furniture & Eq
After the sunset, the property applies t Magnifiers
The music reflects the identity of the re Magnifiers
Noise levels from service areas or adjac Organization
Cleanliness &
Artwork is unique, appealing and coordin
Furniture & Eq
Mirrors and artwork are clean (free of d Cleanliness &
Walls are clean; free of dust, fingerprint Cleanliness &
Door surfaces are clean and well maintaiCleanliness &
cl
&
The bottle display of the back bar follo Furniture & Eq
Liquor bottles that are visible to the g Furniture & Eq
BAR.0360
BAR.0370
BAR.0380
BAR.0390
BAR.0400
BAR.0410
BAR.0420
BAR.0430
BAR.0440
BAR.0450
BAR.0460
BAR.0470
BAR.0475
BAR.0480
BAR.0490
BAR.0500
BAR.0510
BAR.0520
BAR.0530
BAR.0540
BAR.0550
BAR.0560
BAR.0570
BAR.0580
BAR.0590
BAR.0600
BAR.0610
BAR.0620
BAR.0630
BAR.0640
BAR.0650
BAR.0655
BAR.0660
BAR.0665
BAR.0670
BAR.0680
BAR.0690
BAR.0700
BAR.0710
BAR.0720
BAR.0730
BAR.0740
BAR.0750
BAR.0760
BAR.0780
13.BAR.0360
13.BAR.0370
13.BAR.0380
13.BAR.0390
13.BAR.0400
13.BAR.0410
13.BAR.0420
13.BAR.0430
13.BAR.0440
13.BAR.0450
13.BAR.0460
13.BAR.0470
13.BAR.0475
13.BAR.0480
13.BAR.0490
13.BAR.0500
13.BAR.0510
13.BAR.0520
13.BAR.0530
13.BAR.0540
13.BAR.0550
13.BAR.0560
13.BAR.0570
13.BAR.0580
13.BAR.0590
13.BAR.0600
13.BAR.0610
13.BAR.0620
13.BAR.0630
13.BAR.0640
13.BAR.0650
13.BAR.0655
13.BAR.0660
13.BAR.0665
13.BAR.0670
13.BAR.0680
13.BAR.0690
13.BAR.0700
13.BAR.0710
13.BAR.0720
13.BAR.0730
13.BAR.0740
13.BAR.0750
13.BAR.0760
13.BAR.0780
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
The front and back bar working stations,Cleanliness &

The back bar and cash register areas areCleanliness &
Menus and ashtrays (in smoking areas) ar
Furniture & Eq
Fresh garnishes, juices and other cocktaFurniture & Eq
Bottles of iced champagne are presented
Cleanliness &
Tables and bars are free of promotional Organization
Promotional information is communicated
Organization
Tables and chairs are clean and well maiCleanliness &
Tables stand firm and do not wobble.
Cleanliness &
Plants and table decorations (where avaiMagnifiers
Logo cocktail coasters (paper, linen or l Brand
The logo paper, linen or leather cocktailBrand
Cold beverages are served on a coaster Brand
p
Clean, pressed and well maintained lineFurniture & Eq
Cocktail stirrers and straws meet SofitelBrand
Materials (napkins, stirrers, straws, etc. Brand
F
Daily newspaper(s) in English and the loc
Furniture & Eq
French cultural magazines and publicatio
Magnifiers
At least one secure coat check area is avSecurity & Mai
A full-service staffed area is available Staff
The service is offered to guests with coaService
A claim check is presented to the guest Organization
i
Instructions on how to retrieve the item Service
All items are returned to the guest at thService
Current (all items are available) and ac Organization
Physical menus are printed on premium Furniture
qu
& Eq
Menus are clean and well maintained. Organization
Menus and beverage lists are presentedOrganization
Beverage menus include spirits, cordials,
Service
Menus and beverages lists are offered t Service
Beverage Bar menu highlights Sofitel Serv
Magnifiers
Bars offer food menus including internatBrand
Light Meals are available in Lobby LoungService
Beverage outlets offer 3 fresh, premiumFurniture & Eq
Bar snacks are attractively presented mee
Cleanliness &
Bar Snacks are served and maintained in
Furniture & Eq
A full compliment of spirits, cordials, wi Organization
Jigger system (or other measuring device
Furniture & Eq
Sofitel standardized cocktail recipes an Service
Seasonal, fresh and authentic products aService
The proper garnishes are used for each s
Organization
Garnishes, straws, picks, etc. are handl Service
Front bartenders are professional and deStaff
The preparation of the cocktail is part Staff
BAR.0790
BAR.0800
BAR.0810
BAR.0820
BAR.0830
BAR.0840
BAR.0841
BAR.0842
BAR.0843
BAR.0844
BAR.0850
BAR.0860
BAR.0870
BAR.0880
BAR.0890
BAR.0900
BAR.0910
BAR.0920
BAR.0930
BAR.0940
BAR.0950
BAR.0960
BAR.0970
BAR.0980
BAR.0990
BAR.1000
BAR.1010
BAR.1020
BAR.1030
BAR.1040
BAR.1050
BAR.1060
BAR.1070
BAR.1080
BAR.1090
BAR.1100
BAR.1110
BAR.1120
BAR.1130
BAR.1140
BAR.1150
BAR.1160
BAR.1170
BAR.1180
BAR.1190
13.BAR.0790
13.BAR.0800
13.BAR.0810
13.BAR.0820
13.BAR.0830
13.BAR.0840
13.BAR.0841
13.BAR.0842
13.BAR.0843
13.BAR.0844
13.BAR.0850
13.BAR.0860
13.BAR.0870
13.BAR.0880
13.BAR.0890
13.BAR.0900
13.BAR.0910
13.BAR.0920
13.BAR.0930
13.BAR.0940
13.BAR.0950
13.BAR.0960
13.BAR.0970
13.BAR.0980
13.BAR.0990
13.BAR.1000
13.BAR.1010
13.BAR.1020
13.BAR.1030
13.BAR.1040
13.BAR.1050
13.BAR.1060
13.BAR.1070
13.BAR.1080
13.BAR.1090
13.BAR.1100
13.BAR.1110
13.BAR.1120
13.BAR.1130
13.BAR.1140
13.BAR.1150
13.BAR.1160
13.BAR.1170
13.BAR.1180
13.BAR.1190
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
The Manager's presence is visible and t Staff

The Manager demonstrates care and relati
Service
Club Service (at the table, with the bottService
Table service (served from bottle first Service
Premium quality glassware is used. Glassw
Cleanliness &
Proper glassware is used for each drink:Furniture & Eq
Beverages are served at right temperatuService
Cocktails are presented attractively
Service
Cocktails are tasteful and respecting st Service
Beverages are served as per guest requService
Ice is protected with plastic cover and Service
The proper condiments are served with al
Service
Condiments, seasoning and sweeteners Service
ar
Guests are greeted within 20 seconds ofService
All guests are greeted by the staff with Magnifiers
The staff escorts the guests to seating tStaff
Repeat guests are welcomed back by nam
Staff
If a table or location is not available, t Service
Staff maintains communication with theStaff
The staff seating the guests ensures theService
The staff seating introduce the server (oService
The guest is greeted at the table within Staff
Staff faces the guest when talking to h Staff
The staff introduces him/herself.
Staff
Staff learns the guests' name and uses tStaff
The printed message (Sofitel logo, Bar log
Service
The staff uses up-selling techniques, d Service
The staff is aware of unavailable menu iService
The staff determines the guest's preferen
Service
The staff offers food from the bar menu Service
The order is repeated and the guest thaService
The pace of service meets the guest's nStaff
Staff is attentive to the guests throughoStaff
Drinks are served within 5 minutes of o Service
The staff presents and describes the com
Service
A la Carte food snack items are served w
Service
Staff verifies satisfaction with food and Service
Staff offers another beverage in a timelyService
The staff is knowledgeable regarding win
Service
Staff maintains the table/bar in a clean Service
The staff presents the bottle to the guesService
The staff pours a taste for the guest wh Service
If, after tasting, the guest declines the Service
After the bottle is accepted, the staff p Service
The bottle is placed near the guest who Service
o
BAR.1200
BAR.1210
BAR.1220
BAR.1230
BAR.1240
BAR.1250
BAR.1260
BAR.1270
BAR.1280
BAR.1290
BAR.1300
BAR.1310
BAR.1320
BAR.1330
BAR.1340
BAR.1350
BAR.1380
BRK.0010
BRK.0020
BRK.0030
BRK.0042
BRK.0045
BRK.0050
BRK.0060
BRK.0070
BRK.0080
BRK.0090
BRK.0100
BRK.0110
BRK.0120
BRK.0125
BRK.0130
BRK.0140
BRK.0150
BRK.0160
BRK.0170
BRK.0180
BRK.0190
BRK.0210
BRK.0240
BRK.0260
BRK.0310
BRK.0330
BRK.0340
BRK.0360
13.BAR.1200
13.BAR.1210
13.BAR.1220
13.BAR.1230
13.BAR.1240
13.BAR.1250
13.BAR.1260
13.BAR.1270
13.BAR.1280
13.BAR.1290
13.BAR.1300
13.BAR.1310
13.BAR.1320
13.BAR.1330
13.BAR.1340
13.BAR.1350
13.BAR.1380
14.BRK.0010
14.BRK.0020
14.BRK.0030
14.BRK.0042
14.BRK.0045
14.BRK.0050
14.BRK.0060
14.BRK.0070
14.BRK.0080
14.BRK.0090
14.BRK.0100
14.BRK.0110
14.BRK.0120
14.BRK.0125
14.BRK.0130
14.BRK.0140
14.BRK.0150
14.BRK.0160
14.BRK.0170
14.BRK.0180
14.BRK.0190
14.BRK.0210
14.BRK.0240
14.BRK.0260
14.BRK.0310
14.BRK.0330
14.BRK.0340
14.BRK.0360
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
White wines/champagnes are placed in ic

Service
The Bar offers a minimum of 3 Wine Fligh
Magnifiers
Wines must be served in identical high qService
The glasses are transferred to the guest'Service
Wine must be poured in front of the gues
Service
A flight card with the description of the Service
The tasting card is of a high quality pape
Service
Flights to be on bar menu, Lounge menuMagnifiers
Staff introduces each wine and talk abouService
Guests are advised to write their own noMagnifiers
Following the guest tasting, staff inter Service
The staff promptly presents a complete,Service
The payment is collected when the guest
Service
The staff remains attentive until the gueStaff
The staff provides a personalized closin Staff
The staff thanks the guest and invites thStaff
At least one bar or lounge outlet with Organization
Breakfast is served at a minimum from Organization
Complimentary coffee / tea / hot chocolaOrganization
The restaurant is ready to provide serv Organization
The Restaurant staff is well groomed, imStaff
The staff is knowledgeable about menu S
i taff
Staff
Service
According to the restaurant design and co
Magnifiers
Cleanliness &
Furniture & Eq
Doors/Walls/Ceiling/Paint and other surfaCleanliness &
Wall/Ceiling vents and panels are clean a
Cleanliness &
Door surfaces are well maintained, cleanCleanliness &
cl
&
Cleanliness &
F
BRK.0370
BRK.0380
BRK.0390
BRK.0400
BRK.0410
BRK.0420
BRK.0430
BRK.0440
BRK.0450
BRK.0460
BRK.0470
BRK.0480
BRK.0490
BRK.0500
BRK.0520
BRK.0530
BRK.0600
BRK.0610
BRK.0620
BRK.0630
BRK.0640
BRK.0650
BRK.0660
BRK.0690
BRK.0700
BRK.0710
BRK.0720
BRK.0730
BRK.0740
BRK.0750
BRK.0790
BRK.0800
BRK.0810
BRK.0830
BRK.0860
BRK.0880
BRK.0890
BRK.0900
BRK.0910
BRK.0920
BRK.0930
BRK.0940
BRK.0950
BRK.0960
BRK.0961
14.BRK.0370
14.BRK.0380
14.BRK.0390
14.BRK.0400
14.BRK.0410
14.BRK.0420
14.BRK.0430
14.BRK.0440
14.BRK.0450
14.BRK.0460
14.BRK.0470
14.BRK.0480
14.BRK.0490
14.BRK.0500
14.BRK.0520
14.BRK.0530
14.BRK.0600
14.BRK.0610
14.BRK.0620
14.BRK.0630
14.BRK.0640
14.BRK.0650
14.BRK.0660
14.BRK.0690
14.BRK.0700
14.BRK.0710
14.BRK.0720
14.BRK.0730
14.BRK.0740
14.BRK.0750
14.BRK.0790
14.BRK.0800
14.BRK.0810
14.BRK.0830
14.BRK.0860
14.BRK.0880
14.BRK.0890
14.BRK.0900
14.BRK.0910
14.BRK.0920
14.BRK.0930
14.BRK.0940
14.BRK.0950
14.BRK.0960
14.BRK.0961
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
Daily newspaper(s), including at a minim

Magnifiers
Magnifiers
Publications are current and in excellentCleanliness &
A secure coat check area is available in Security & Mai
i
Tables are properly positioned and alignFurniture & Eq
Vacated tables are cleared and completel
Service
Tables are covered in clean (free of stainCleanliness &
Napkins are linen (100% cotton) meeting
Furniture & Eq
Breakfast Table tops include: - Clean an Furniture & Eq
The breakfast menu meets the minimum
Organization
S
The Breakfast Menu is seasonal - AutumOrganization
The Breakfast Menu is current (all itemsOrganization
Local and seasonal specialties are avail Organization
Menus are in excellent condition and spoCleanliness &
Menus and beverage lists are presentedOrganization
Physical menus are printed on premium Organization
qu
Children's amenities such as a high chaiFurniture & Eq
Service ware sized for children is availabFurniture & Eq
A children's activity (such as a coloring Service
Children are welcomed with gracious hosp
Staff
Children are addressed at eye level when
Staff
Children are always served first.
Service
Cheese ritual: there are a minimum of 3Magnifiers
Regular and decaffeinated coffee selectiService
Regular and decaffeinated/herbal Loose Service
Hot chocolate, cold chocolate are availab
Service
Menu/buffet includes Fresh Juices with Service
The following Mineral glass bottled water
Service
Items with a strong identity (premium prod
Furniture & Eq
Labels are professionally displayed, cleaFurniture & Eq
Labels are using the correct name and sp
Furniture & Eq
Labels identify food items for guests witFurniture & Eq
Buffet items are attractively and eleganCleanliness &
Food appears freshly prepared and appea
Service
Buffet items are consistently replenished
Service
Buffet items are replenished in the serviService
The appropriate serving utensils, coversFurniture & Eq
Buffet or a la Carte includes three type Service
BRK.0962
BRK.0964
BRK.0965
BRK.0966
BRK.0967
BRK.0968
BRK.0969
BRK.0971
BRK.0972
BRK.0974
BRK.0975
BRK.0976
BRK.0977
BRK.0980
BRK.0990
BRK.1000
BRK.1010
BRK.1020
BRK.1030
BRK.1040
BRK.1050
BRK.1060
BRK.1070
BRK.1080
BRK.1090
BRK.1100
BRK.1110
BRK.1120
BRK.1130
BRK.1140
BRK.1150
BRK.1160
BRK.1170
BRK.1180
BRK.1190
BRK.1195
BRK.1200
BRK.0760
BRK.1280
BRK.0765
BRK.0780
BRK.1210
BRK.1220
BRK.1230
BRK.1240
14.BRK.0962
14.BRK.0964
14.BRK.0965
14.BRK.0966
14.BRK.0967
14.BRK.0968
14.BRK.0969
14.BRK.0971
14.BRK.0972
14.BRK.0974
14.BRK.0975
14.BRK.0976
14.BRK.0977
14.BRK.0980
14.BRK.0990
14.BRK.1000
14.BRK.1010
14.BRK.1020
14.BRK.1030
14.BRK.1040
14.BRK.1050
14.BRK.1060
14.BRK.1070
14.BRK.1080
14.BRK.1090
14.BRK.1100
14.BRK.1110
14.BRK.1120
14.BRK.1130
14.BRK.1140
14.BRK.1150
14.BRK.1160
14.BRK.1170
14.BRK.1180
14.BRK.1190
14.BRK.1195
14.BRK.1200
14.BRK.0760
14.BRK.1280
14.BRK.0765
14.BRK.0780
14.BRK.1210
14.BRK.1220
14.BRK.1230
14.BRK.1240
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
Buffet or a la Carte includes 4 types of Service

Buffet or a la Carte includes two vegeta Service
Portion displayed on buffet are for 6 to Service
For Guest convenience, a healthy cornerService
i
Bottles of chilled Brut champagne or FreService
Buffet includes children corner
Service
Buffet includes station with local favori Service
Buffet includes Viennoiseries with minimService
Buffet includes cold Meat and smoked fiService
French Toast, Pancake, Waffle, Sausages,Service
Buffet includes Fresh Juices station with Service
Buffet or a la Carte includes a dairy wi Service
Buffet or a la Carte includes a selection Service
Display cooking stations are adequatelyStaff
st
Culinary and restaurant staff is knowl Service
Culinary staff wears clean aprons and haStaff
t
Staff
The name of the guest and his / her room
Service
An accurate wait time is provided to theStaff
Newspapers and magazines are offered Service
t
Staff maintains communication with theStaff
The staff escorts the guests to a prepar Service
Staff escorts guests using the preferred Service
r
Staff walks at a comfortable pace for th Staff
Staff pulls chairs out for guests, begin Service
For a la Carte service Staff hands the g Service
The staff uses reservation information t Staff
The location and direction of the buffet iService
The Host removes extra cover settings eStaff
All guests are acknowledged by the waiter
Magnifiers
The waiter introduces himself / herself. Service
A smoothie shot is offered to the guest Service
Upon seating, Staff offers morning beverService
The Viennoiserie Basket is brought to thMagnifiers
Staff intoduces the Viennoiserie basket, Magnifiers
Viennoiseries are fresh and baked twiceMagnifiers
Butter is offered to Guests, individuall Service
Staff uses up-selling techniques to descrService
Staff records the meal orders and asks sService
Staff repeats the food orders in a clea Service
Staff respects acts to satisfy special di Service
BRK.1250
BRK.1260
BRK.1270
BRK.1300
BRK.1320
BRK.1330
BRK.1340
BRK.1350
BRK.1360
BRK.1380
BRK.1390
BRK.1420
BRK.1430
BRK.1440
BRK.1450
BRK.1460
BRK.1470
BRK.1480
BRK.1490
BRK.1500
BRK.1510
BRK.1520
BRK.1530
BRK.1540
BRK.1550
BRK.1560
BRK.1570
BRK.1580
BRK.1590
DIN.0010
DIN.0020
DIN.0030
DIN.0042
DIN.0045
DIN.0050
DIN.0060
DIN.0070
DIN.0080
DIN.0090
DIN.0092
DIN.0094
DIN.0096
DIN.0098
DIN.0100
DIN.0110
14.BRK.1250
14.BRK.1260
14.BRK.1270
14.BRK.1300
14.BRK.1320
14.BRK.1330
14.BRK.1340
14.BRK.1350
14.BRK.1360
14.BRK.1380
14.BRK.1390
14.BRK.1420
14.BRK.1430
14.BRK.1440
14.BRK.1450
14.BRK.1460
14.BRK.1470
14.BRK.1480
14.BRK.1490
14.BRK.1500
14.BRK.1510
14.BRK.1520
14.BRK.1530
14.BRK.1540
14.BRK.1550
14.BRK.1560
14.BRK.1570
14.BRK.1580
14.BRK.1590
15.DIN.0010
15.DIN.0020
15.DIN.0030
15.DIN.0042
15.DIN.0045
15.DIN.0050
15.DIN.0060
15.DIN.0070
15.DIN.0080
15.DIN.0090
15.DIN.0092
15.DIN.0094
15.DIN.0096
15.DIN.0098
15.DIN.0100
15.DIN.0110
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
When the buffet is selected by the guest,

Service
The staff follows up with the proper ser Service
Staff describes the breakfast alternativ Service
Staff returns with the beverages within Service
Staff properly positions the plates in fro Service
All condiments for tea (lemon, milk) or Service
Milk is placed in a pitcher / creamer. Mil Service
For guests ordering tea, lemon slices (t Service
Tea is prepared with boiling water. Tea i Service
American Coffee is served fresh and hotService
Juices are poured at the table.
Service
Hot water for tea and drip coffee are r Service
Other breakfast beverages (such as esprService
Staff returns to the table after 2 minut Service
The manager and wait staff engage guest
Service
Staff inquires about additional service Service
Staff checks back with the guest within o
Service
Staff offers assistance to guests with re Service
If the guest lingers, staff inquires perio Service
Staff ensures guest meal satisfaction anService
All glassware, china and cutlery are cleaService
For guests visiting the buffet, soiled p Service
Upon request from the guest, staff preseService
Staff acts immediately to correct any inaService
If appropriate, Staff collects payment in Service
Staff returns with change or a credit ca Service
The staff provides a final offer of assist Staff
All members of staff offer appropriate h Staff
The Breakfast staff updates the Guest HiOrganization
Lunch is served at a minimum from noon
Organization
Dinner is served at a minimum from 19:Organization
The restaurant is ready to provide serv Service
Staff wears their full uniform including Magnifiers
All positions have successfully completeStaff
i taff
The staff uses clear and understandableStaff
Staff
Food is attractive and elegantly presentService
Food is served at the correct temperaturService
Food is cooked as guest requirement
Service
Food appears fresh and delicious. Food Service
Service
DIN.0120
DIN.0130
DIN.0140
DIN.0150
DIN.0160
DIN.0165
DIN.0170
DIN.0180
DIN.0190
DIN.0200
DIN.0210
DIN.0220
DIN.0230
DIN.0240
DIN.0250
DIN.0260
DIN.0280
DIN.0310
DIN.0330
DIN.0380
DIN.0400
DIN.0410
DIN.0420
DIN.0430
DIN.0440
DIN.0450
DIN.0460
DIN.0470
DIN.0480
DIN.0490
DIN.0500
DIN.0510
DIN.0520
DIN.0530
DIN.0540
DIN.0550
DIN.0560
DIN.0570
DIN.0580
DIN.0590
DIN.0600
DIN.0610
DIN.0620
DIN.0630
DIN.0640
15.DIN.0120
15.DIN.0130
15.DIN.0140
15.DIN.0150
15.DIN.0160
15.DIN.0165
15.DIN.0170
15.DIN.0180
15.DIN.0190
15.DIN.0200
15.DIN.0210
15.DIN.0220
15.DIN.0230
15.DIN.0240
15.DIN.0250
15.DIN.0260
15.DIN.0280
15.DIN.0310
15.DIN.0330
15.DIN.0380
15.DIN.0400
15.DIN.0410
15.DIN.0420
15.DIN.0430
15.DIN.0440
15.DIN.0450
15.DIN.0460
15.DIN.0470
15.DIN.0480
15.DIN.0490
15.DIN.0500
15.DIN.0510
15.DIN.0520
15.DIN.0530
15.DIN.0540
15.DIN.0550
15.DIN.0560
15.DIN.0570
15.DIN.0580
15.DIN.0590
15.DIN.0600
15.DIN.0610
15.DIN.0620
15.DIN.0630
15.DIN.0640
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P

According to the concept of the restauran
Furniture & Eq
The environment is adjusted and reflects
Magnifiers
According to the concept of the restauraMagnifiers
Cleanliness &
Furniture & Eq
Doors/Walls/Ceiling/Paint/Windows and ot
Cleanliness &
cl
&
Cleanliness &
i
A footstool for ladies bags or a bag hangService
Magnifiers
Magnifiers
A children's menu is available.
Organization
Service
Staff
Service
Vacated tables are cleaned and re-set i Service
Tables are covered in clean (free of stai Cleanliness &
Table linens are properly positioned andService
Furniture & Eq
DIN.0650
DIN.0660
DIN.0670
DIN.0680
DIN.0690
DIN.0700
DIN.0710
DIN.0720
DIN.0730
DIN.0740
DIN.0750
DIN.0760
DIN.0770
DIN.0780
DIN.0790
DIN.0800
DIN.0802
DIN.0805
DIN.0810
DIN.0820
DIN.0830
DIN.0855
DIN.0900
DIN.0910
DIN.0920
DIN.0930
DIN.0940
DIN.0950
DIN.0960
DIN.0970
DIN.0980
DIN.0990
DIN.1000
DIN.1010
DIN.1020
DIN.1030
DIN.1040
DIN.1050
DIN.1060
DIN.1065
DIN.1070
DIN.1080
DIN.1100
DIN.1290
DIN.1300
15.DIN.0650
15.DIN.0660
15.DIN.0670
15.DIN.0680
15.DIN.0690
15.DIN.0700
15.DIN.0710
15.DIN.0720
15.DIN.0730
15.DIN.0740
15.DIN.0750
15.DIN.0760
15.DIN.0770
15.DIN.0780
15.DIN.0790
15.DIN.0800
15.DIN.0802
15.DIN.0805
15.DIN.0810
15.DIN.0820
15.DIN.0830
15.DIN.0855
15.DIN.0900
15.DIN.0910
15.DIN.0920
15.DIN.0930
15.DIN.0940
15.DIN.0950
15.DIN.0960
15.DIN.0970
15.DIN.0980
15.DIN.0990
15.DIN.1000
15.DIN.1010
15.DIN.1020
15.DIN.1030
15.DIN.1040
15.DIN.1050
15.DIN.1060
15.DIN.1065
15.DIN.1070
15.DIN.1080
15.DIN.1100
15.DIN.1290
15.DIN.1300
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
Table tops include clean and full salt an Furniture & Eq

Table settings include dining knives andFurniture & Eq
High quality glassware is clean, free of Cleanliness &
Lunch and dinner place settings include Furniture & Eq
China is of exceptional quality, meeting Cleanliness &
Matching china, glassware, flatware andFurniture & Eq
According to the concept and design of th
Magnifiers
A crystal or porcelain ashtray is placed Furniture & Eq
Appropriate menus are presented for eac
Organization
All menus are current (all items are avaiOrganization
Physical Menus are in excellent conditioCleanliness &
Physical Menus and beverage lists are prOrganization
Physical menus are laser-printed on prem
Furniture & Eq
A la Carte Western restaurant Lunch & Organization
Local and seasonal specialties are avail Organization
The menu options are broad and appealOrganization
to
The menu includes at least one low fat sOrganization
Menu is reflecting the concept of restauOrganization
Menus and beverage lists are used for up
Service
All day dining menus are updated four tOrganization
All reasonable guest requests for speci Service
For aperitive or after dinner, beverage Service
Champagne meeting Sofitel Beverage speci
Service
Champagne by the glass includes a minim
Service
Champagne by the bottle (1/2 bottle) inc
Service
Champagne by the bottle (normal bottles
Service
Bottled water is suggested at all meal pe
Service
The water is poured at the table by the w
Service
The soft drink is poured at the table by tService
Beers are served in the appropriate styl Service
Wine is served in the appropriate premiuService
Champagne is served in chilled champag
Service
The spirits are served in the appropriat Service
The cocktails are served in the appropri Service
Wine lists meet Sofitel Main Restaurant Service
Wine lists meet Sofitel Wine Program spMagnifiers
Wine by the glass is 150 ml or 450 ml byService
Wine lists meet Sofitel Wine Program spe
Service
The staff is knowledgeable regarding wiService
White wines/champagnes are placed in iService
Sofitel Telephone Etiquette standards arService
Telephone ringers are set to an unobtrusService
DIN.1310
DIN.1320
DIN.1330
DIN.1340
DIN.1350
DIN.1360
DIN.1370
DIN.1380
DIN.1390
DIN.1400
DIN.1410
DIN.1420
DIN.1430
DIN.1440
DIN.1450
DIN.1460
DIN.1470
DIN.1480
DIN.1490
DIN.1500
DIN.1510
DIN.1520
DIN.1530
DIN.1540
DIN.1550
DIN.1560
DIN.1570
DIN.1580
DIN.1590
DIN.1600
DIN.1610
DIN.1620
DIN.1630
DIN.1640
DIN.1650
DIN.1660
DIN.1670
DIN.1680
DIN.1690
DIN.1700
DIN.1710
DIN.1720
DIN.1730
DIN.1740
DIN.1750
15.DIN.1310
15.DIN.1320
15.DIN.1330
15.DIN.1340
15.DIN.1350
15.DIN.1360
15.DIN.1370
15.DIN.1380
15.DIN.1390
15.DIN.1400
15.DIN.1410
15.DIN.1420
15.DIN.1430
15.DIN.1440
15.DIN.1450
15.DIN.1460
15.DIN.1470
15.DIN.1480
15.DIN.1490
15.DIN.1500
15.DIN.1510
15.DIN.1520
15.DIN.1530
15.DIN.1540
15.DIN.1550
15.DIN.1560
15.DIN.1570
15.DIN.1580
15.DIN.1590
15.DIN.1600
15.DIN.1610
15.DIN.1620
15.DIN.1630
15.DIN.1640
15.DIN.1650
15.DIN.1660
15.DIN.1670
15.DIN.1680
15.DIN.1690
15.DIN.1700
15.DIN.1710
15.DIN.1720
15.DIN.1730
15.DIN.1740
15.DIN.1750
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
Staff greet callers saying "[Name of the Magnifiers

o
Staff uses the guest / caller's name at leStaff
Staff is helpful and enthusiastic addressService
When reservation times are not available
Service
Staff accurately gathers and records theService
Staff repeats the important reservation Staff
If a guest calls to cancel a reservation, Staff
Reservation commitments and special reStaff
Staff shares specific reservation inform Service
t
The staff verifies whether the guest hasStaff
Staff
The staff verifies smoking preference (ifStaff
Staff maintains communication with waiStaff
t
The staff escorts the guests to preparedService
Staff escorts guests using the preferred Staff
r
The location and direction of the buffet iStaff
Staff pulls chairs out for guests, beginn Staff
The staff unfolds the napkin and carefullStaff
Staff hands the guests the correct cleanService
The staff introduces the waiter and wishStaff
The staff introduces themselves (if not aStaff
Staff offers/presents bar and wine list t Service
The staff follows up with the proper servService
The staff offers the choice of sparkling or
Service
Staff returns with the aperitif /beverage Service
Staff checks back with the guest within Service
Staff observes the table, waiting five to Service
When the guests are ready to order, theService
s
The staff is expressive and enthusiastic Staff
The order-taker is knowledgeable about Service
The order-taker inquires about known food
Service
Staff comments positively on the items Staff
Staff thanks the guests for the order.
Service
Staff acts to satisfy special dietary or Service
DIN.1770
DIN.1780
DIN.1790
DIN.1800
DIN.1810
DIN.1820
DIN.1830
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.1090
DIN.1960
DIN.1970
DIN.1980
DIN.1990
DIN.2000
DIN.2010
DIN.2040
DIN.2050
DIN.2060
DIN.2070
DIN.2080
DIN.2090
DIN.2100
DIN.2110
DIN.2120
DIN.2130
DIN.2140
DIN.2150
DIN.2160
DIN.2170
DIN.2180
DIN.2190
DIN.2200
DIN.2210
DIN.2220
15.DIN.1770
15.DIN.1780
15.DIN.1790
15.DIN.1800
15.DIN.1810
15.DIN.1820
15.DIN.1830
15.DIN.1840
15.DIN.1850
15.DIN.1860
15.DIN.1870
15.DIN.1880
15.DIN.1890
15.DIN.1900
15.DIN.1910
15.DIN.1920
15.DIN.1930
15.DIN.1940
15.DIN.1950
15.DIN.1090
15.DIN.1960
15.DIN.1970
15.DIN.1980
15.DIN.1990
15.DIN.2000
15.DIN.2010
15.DIN.2040
15.DIN.2050
15.DIN.2060
15.DIN.2070
15.DIN.2080
15.DIN.2090
15.DIN.2100
15.DIN.2110
15.DIN.2120
15.DIN.2130
15.DIN.2140
15.DIN.2150
15.DIN.2160
15.DIN.2170
15.DIN.2180
15.DIN.2190
15.DIN.2200
15.DIN.2210
15.DIN.2220
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
The staff removes the food menus (and Service

wi
Service
The staff describes the different types Service
The butter is fresh, open and covered wiService
The extra virgin olive oil is poured on spe
Service
Staff changes the ashtrays (if applicabl Service
Staff serves ladies and children first,
Service
The staff brings the appropriate wine glas
Service
Staff clears aperitif / drink glasses if e Service
Staff delivers first course items within Service
Service
Staff clears the plates and used cutlery Service
Staff delivers second course items within
Service
Staff properly positions the plates in fr Service
Staff inquires about additional service Staff
Service
Staff offers additional water and wine seService
The staff (Sommelier/wine expert/waiter)
Service
3 minimum Wine Flight service are propos
Service
Wines in the flight are served in identicaService
Service
A flight card with the description of th Service
The staff introduces each wine and talksService
Guests are advised to write their own noService
The staff pours a sample for the guest wService
After the bottle is accepted, the staff poService
o
The staff is able to describe the flavor pService
Service
According to the concept of the restauraService
Magnifiers
There is a minimum of six pastries (PastrMagnifiers
The staff is able to describe the pastriesService
The staff suggests beverages, including Service
Staff delivers the dessert, ice cream, ch Service
Staff comments positively on the items Service
Staff delivers the hot beverages to the Service
Staff delivers the digestive / liquor (wit Service
DIN.2230
DIN.2240
DIN.2250
DIN.2260
DIN.2270
DIN.2280
DIN.2290
DIN.2300
DIN.2310
DIN.2320
DIN.2330
DIN.2340
DIN.2350
POL.0010
POL.0020
POL.0030
POL.0040
POL.0050
POL.0062
POL.0065
POL.0070
POL.0080
POL.0090
POL.0100
POL.0110
POL.0120
POL.0130
POL.0140
POL.0150
POL.0160
POL.0170
POL.0180
POL.0190
POL.0200
POL.0210
POL.0220
POL.0230
POL.0240
POL.0250
POL.0260
POL.0270
POL.0280
POL.0290
POL.0300
POL.0310
15.DIN.2230
15.DIN.2240
15.DIN.2250
15.DIN.2260
15.DIN.2270
15.DIN.2280
15.DIN.2290
15.DIN.2300
15.DIN.2310
15.DIN.2320
15.DIN.2330
15.DIN.2340
15.DIN.2350
16.POL.0010
16.POL.0020
16.POL.0030
16.POL.0040
16.POL.0050
16.POL.0062
16.POL.0065
16.POL.0070
16.POL.0080
16.POL.0090
16.POL.0100
16.POL.0110
16.POL.0120
16.POL.0130
16.POL.0140
16.POL.0150
16.POL.0160
16.POL.0170
16.POL.0180
16.POL.0190
16.POL.0200
16.POL.0210
16.POL.0220
16.POL.0230
16.POL.0240
16.POL.0250
16.POL.0260
16.POL.0270
16.POL.0280
16.POL.0290
16.POL.0300
16.POL.0310
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
Staff clears dessert, cheese, ice cream pService

At the conclusion of the meal, the staff Service
Staff gains permission from the guest beService
Staff collects payment in a timely manne
Service
The staff provides a final offer of assist Service
Staff offers assistance with chairs once Service
All members of staff offer appropriate hoService
The Lunch/Dinner staff updates the Guest
Organization
A swimming pool is available, open and Service
a
For those properties without a pool on sit
Service
The pool facility is comfortable, safe, c Security & Mai
Children 14 and under must be accompani
Security & Mai
A children's pool with interactive games,Organization
Staff are well groomed, impeccably dress
Staff
The swimming pool and its surroundingsSecurity & Mai
The pool facilities are arranged to accomm
Organization
There is an excellent quality and varietyFurniture & Eq
Style and quantity of furniture is suffic Furniture & Eq
Furnishings and fixtures are upscale andCleanliness
w
&
The controllable elements of the enviro Organization
The environment /atmosphere is adjusted
Magnifiers
The music reflects the identity of the poMagnifiers
Operating hours are posted prominently.Organization
Pool rules are posted prominently (includ
Security & Mai
Safety and other required signage (incluSecurity & Mai
Signage indicating whether a lifeguard iSecurity & Mai
All pool signage is clean and well maintaBrand
Pool lighting meets local regulations andOrganization
Underwater lighting illuminates outside Organization
Depths are clearly indicated and visible Security & Mai
Floater lines are in place as required by Security & Mai
Diving boards, diving platforms, slides aFurniture & Eq
There are stairs or scales/ladder in eac Furniture & Eq
The appearance of the pool water is clear
Cleanliness &
Chlorine and PH levels are monitored and
Cleanliness &
The water temperature is comfortable. Cleanliness &
The proper number and type of life safetSecurity & Mai
POL.0320
POL.0330
POL.0340
POL.0350
POL.0360
POL.0370
POL.0380
POL.0390
POL.0400
POL.0410
POL.0420
POL.0430
POL.0440
POL.0450
POL.0460
POL.0470
POL.0480
POL.0490
POL.0500
POL.0510
POL.0520
POL.0530
POL.0540
POL.0550
POL.0560
POL.0570
POL.0580
POL.0590
POL.0600
POL.0610
POL.0620
POL.0630
POL.0640
POL.0650
POL.0660
POL.0670
POL.0680
POL.0690
POL.0700
POL.0710
POL.0720
POL.0730
POL.0740
POL.0750
POL.0760
16.POL.0320
16.POL.0330
16.POL.0340
16.POL.0350
16.POL.0360
16.POL.0370
16.POL.0380
16.POL.0390
16.POL.0400
16.POL.0410
16.POL.0420
16.POL.0430
16.POL.0440
16.POL.0450
16.POL.0460
16.POL.0470
16.POL.0480
16.POL.0490
16.POL.0500
16.POL.0510
16.POL.0520
16.POL.0530
16.POL.0540
16.POL.0550
16.POL.0560
16.POL.0570
16.POL.0580
16.POL.0590
16.POL.0600
16.POL.0610
16.POL.0620
16.POL.0630
16.POL.0640
16.POL.0650
16.POL.0660
16.POL.0670
16.POL.0680
16.POL.0690
16.POL.0700
16.POL.0710
16.POL.0720
16.POL.0730
16.POL.0740
16.POL.0750
16.POL.0760
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A trained lifeguard with locally approvedSecurity & Mai

A no-dial house telephone programmed Furniture
dire
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An adequate supply of pool towels is ava
Furniture & Eq
Pool towels meet Sofitel specifications. TFurniture & Eq
Towels are scented with a fragrance suitService
Pool towels are rolled up and placed on e
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There is a container available for soiled Cleanliness &
Chairs are prepared in a ready state pri Service
Guests are offered tray/basket in which Service
The following pool items and services arFurniture & Eq
Tables specifically designed for computer
Furniture & Eq
Daily newspaper(s) are available at the p
Magnifiers
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Food and beverage service is available pOrganization
The pool menus emphasize healthy items
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Current (all items are available) and ac Furniture & Eq
Furniture & Eq
Service
Menus and beverage lists presented in EFurniture & Eq
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The mandatory Sofitel core beverage pro
Organization
Jigger system (or other measuring device
Furniture & Eq
The proper garnishes are used of each stService
Glassware (plastic only) is clean, sanitiz Cleanliness &
Only plastic glasses and bottles are usedSecurity & Mai
The proper condiments and service wareService
Food and beverage items are delivered a
Service
A Pool Butler is staffed at resorts duringStaff
Staff ensures pool areas are clean and cStaff
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Staff escorts guests to seating areas thaService
Staff offers umbrellas, cold towels, itemsService
Staff is attentive to the guests throughoService
Staff offers refreshments and delivers a Service
Staff verifies satisfaction once guests Service
Staff offers beverage replenishment wheService
Staff maintains the table/bar in a clean Service
POL.0770
POL.0780
POL.0790
POL.0800
POL.0810
POL.0820
POL.0830
POL.0840
POL.0850
POL.0860
POL.0870
POL.0880
BCH.0010
BCH.0020
BCH.0032
BCH.0035
BCH.0040
BCH.0050
BCH.0060
BCH.0070
BCH.0080
BCH.0090
BCH.0100
BCH.0110
BCH.0120
BCH.0130
BCH.0140
BCH.0150
BCH.0160
BCH.0170
BCH.0180
BCH.0185
BCH.0190
BCH.0200
BCH.0210
BCH.0220
BCH.0230
BCH.0240
BCH.0250
BCH.0260
BCH.0270
BCH.0280
BCH.0290
BCH.0300
BCH.0310
16.POL.0770
16.POL.0780
16.POL.0790
16.POL.0800
16.POL.0810
16.POL.0820
16.POL.0830
16.POL.0840
16.POL.0850
16.POL.0860
16.POL.0870
16.POL.0880
17.BCH.0010
17.BCH.0020
17.BCH.0032
17.BCH.0035
17.BCH.0040
17.BCH.0050
17.BCH.0060
17.BCH.0070
17.BCH.0080
17.BCH.0090
17.BCH.0100
17.BCH.0110
17.BCH.0120
17.BCH.0130
17.BCH.0140
17.BCH.0150
17.BCH.0160
17.BCH.0170
17.BCH.0180
17.BCH.0185
17.BCH.0190
17.BCH.0200
17.BCH.0210
17.BCH.0220
17.BCH.0230
17.BCH.0240
17.BCH.0250
17.BCH.0260
17.BCH.0270
17.BCH.0280
17.BCH.0290
17.BCH.0300
17.BCH.0310
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The checks are delivered in a Sofitel ap Service
Staff offers to help move the guest into Service
Staff offers additional services related Service
The staff thanks the guest and invites t Service
There is a variety of pool-related activit Organization
The activity schedule is promoted and cOrganization
A nanny service is available (complement
Service
Resort properties have a professional "KiStaff
The kids' activities areas are open from Organization
The Pool staff updates the Guest HistoryOrganization
The beach and its surroundings are well-Organization
Children 14 and under must be accompani
Security & Mai
The Beach staff is well groomed, impecca
Staff
Beach staff wears their full new Sofitel Magnifiers
There is an excellent quality and varietyFurniture & Eq
Style and quantity of furniture is suffic Furniture & Eq
Furnishings and fixtures are upscale andCleanliness
w
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Operating hours are posted prominently.Organization
Beach rules are posted prominently (inclSecurity & Mai
Safety and other required signage is proSecurity & Mai
Signage indicating whether a lifeguard iSecurity & Mai
Signage indicating beach and surf conditSecurity & Mai
All beach signage is clean and well mainBrand
The proper number and type of life safetSecurity & Mai
A trained lifeguard with locally approvedSecurity & Mai
The positioning and construction of lifegFurniture & Eq
An adequate supply of beach towels is aFurniture & Eq
The beach is raked each morning to collCleanliness &
Beach towels meet Sofitel specifications.Furniture & Eq
Beach towels are rolled up and placed oService
Chairs and umbrellas are prepared in a Service
Guests are offered tray/basket in which Service
The following beach items and services F
aurniture & Eq
Daily newspaper(s) are available at the Magnifiers
Magnifiers
Publications are current and in excellentFurniture & Eq
Food and beverage service is available Service
The beach menus emphasize healthy items
Organization
Current (all items are available) and ac Furniture & Eq
BCH.0320
BCH.0330
BCH.0340
BCH.0350
BCH.0360
BCH.0370
BCH.0390
BCH.0400
BCH.0410
BCH.0420
BCH.0430
BCH.0440
BCH.0450
BCH.0460
BCH.0470
BCH.0480
BCH.0490
BCH.0500
BCH.0510
BCH.0520
BCH.0530
BCH.0540
BCH.0550
BCH.0560
BCH.0570
BCH.0580
BCH.0590
BCH.0600
BCH.0610
BCH.0620
BCH.0630
BCH.0640
BCH.0650
BCH.0660
BCH.0670
BCH.0680
BCH.0690
BCH.0700
BCH.0710
BCH.0720
BCH.0730
BCH.0740
17.BCH.0320
17.BCH.0330
17.BCH.0340
17.BCH.0350
17.BCH.0360
17.BCH.0370
17.BCH.0390
17.BCH.0400
17.BCH.0410
17.BCH.0420
17.BCH.0430
17.BCH.0440
17.BCH.0450
17.BCH.0460
17.BCH.0470
17.BCH.0480
17.BCH.0490
17.BCH.0500
17.BCH.0510
17.BCH.0520
17.BCH.0530
17.BCH.0540
17.BCH.0550
17.BCH.0560
17.BCH.0570
17.BCH.0580
17.BCH.0590
17.BCH.0600
17.BCH.0610
17.BCH.0620
17.BCH.0630
17.BCH.0640
17.BCH.0650
17.BCH.0660
17.BCH.0670
17.BCH.0680
17.BCH.0690
17.BCH.0700
17.BCH.0710
17.BCH.0720
17.BCH.0730
17.BCH.0740
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Furniture & Eq
Service
Menus and beverage lists presented in EFurniture & Eq
qu
& Eq
The mandatory Sofitel core beverage pro
Brand
The proper garnishes are used for each s
Service
Premium quality glassware is used.
Furniture & Eq
Glassware (plastic only) is clean, sanitiz Cleanliness &
Only plastic glasses and bottles are use Security & Mai
The proper condiments and service wareService
Food and beverage items are delivered a
Service
A Beach Butler is staffed at resorts dur Staff
Butlers provide complimentary transporta
Service
Butlers arrange local activities and excuService
Staff ensures pool areas are clean and cOrganization
The chairs are equipped with a flag indi Service
Staff respects "do not disturb" indicato Service
t
Staff escorts guests to seating areas thaService
Staff offers umbrellas (or to adjust the cService
Staff offers refreshments and delivers a Service
Staff verifies satisfaction once guests Service
Staff offers beverage replenishment wheService
Staff maintains the table in a clean and Service
The checks are delivered in a Sofitel ap Service
Staff offers to help move the guest into Service
Staff offers additional services related Service
The staff thanks the guest and invites t Service
There is a variety of beach-related activService
The activity schedule is promoted and cOrganization
Staff
The Beach staff updates the Guest Histor
Organization
Staff
FAM.0010
FAM.0020
FAM.0022
FAM.0024
FAM.0030
FAM.0040
FAM.0050
FAM.0060
FAM.0070
FAM.0080
FAM.0090
FAM.0100
FAM.0110
FAM.0120
FAM.0130
FAM.0140
FAM.0160
FAM.0170
FAM.0180
FAM.0190
FAM.0200
FAM.0210
FAM.0220
FAM.0230
FAM.0240
FAM.0250
FAM.0260
FAM.0270
18.FAM.0010
18.FAM.0020
18.FAM.0022
18.FAM.0024
18.FAM.0030
18.FAM.0040
18.FAM.0050
18.FAM.0060
18.FAM.0070
18.FAM.0080
18.FAM.0090
18.FAM.0100
18.FAM.0110
18.FAM.0120
18.FAM.0130
18.FAM.0140
18.FAM.0160
18.FAM.0170
18.FAM.0180
18.FAM.0190
18.FAM.0200
18.FAM.0210
18.FAM.0220
18.FAM.0230
18.FAM.0240
18.FAM.0250
18.FAM.0260
18.FAM.0270
FAM.0280
FIT.0010
FIT.0020
FIT.0032
FIT.0035
FIT.0040
FIT.0050
FIT.0060
FIT.0070
18.FAM.0280
19.FIT.0010
19.FIT.0020
19.FIT.0032
19.FIT.0035
19.FIT.0040
19.FIT.0050
19.FIT.0060
19.FIT.0070
P
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A cold oshiburi are proposed to Guests uService

A fresh, natural and healthy drink is off Service
The staff describes shortly the proposedService
Proximity totems guiding the pedestrians
Brand
Candle ritual is extended to outdoor areMagnifiers
The bar selection emphasizes healthy ite
Service
Every night, a romantic ambiance is set-Service
All Sofitel Resorts provide age appropri Organization
The Sofitel Resorts has appointed a "WelStaff
The Well Living Concierge advises the Gue
Service
Once a week, during peak season, a Sofit
Service
The Kids and Family staff in Resort meetStaff
The staff in charge of children is locall Staff
At all times, hotels are conscious of the Staff
The following age-appropriate items areFurniture & Eq
All Sofitel Resorts Well Living Concierg Staff
Information regarding the children's actiOrganization
Daily age appropriate activities include Organization
Welcoming children products are provided
Furniture & Eq
Children's cribs and cots are available Furniture & Eq
Children's linens meet Sofitel specificatiFurniture & Eq
Other children's amenities are available Furniture & Eq
Mini Bar snack menu used to stock the mi
Furniture & Eq
All Sofitel properties have family orien Furniture & Eq
All Sofitel properties have gaming syst Furniture & Eq
In suites, TV sets are equipped with up Furniture & Eq
Special kid's bubble bath preparations i Service
Staff
The week's activity program is providedOrganization
t
The staff explains the activities and inviService
If the children are not prepared to sign Service
The Family Butler / Family Concierge ar Service
The turndown service includes turning do
Service
In suites, Two pairs of flip flops, meetingFurniture & Equipment
The Family Concierge staff updates the G
Organization
The Sofitel property has a Fitness centreService
The fitness facility is attended from 6: Organization
The Fitness Centre staff (whether employ
Staff
All positions (whether employed or contrStaff
The Fitness Center is staffed with profesStaff
Fitness Centre staff have been trained on
Staff
FIT.0080
FIT.0090
FIT.0100
FIT.0110
FIT.0120
FIT.0130
FIT.0140
FIT.0150
FIT.0160
FIT.0170
FIT.0180
FIT.0190
FIT.0200
FIT.0210
FIT.0220
FIT.0230
FIT.0240
FIT.0250
FIT.0255
FIT.0260
FIT.0270
FIT.0280
FIT.0290
FIT.0300
FIT.0310
FIT.0320
FIT.0330
FIT.0340
FIT.0350
FIT.0360
FIT.0370
FIT.0380
FIT.0390
FIT.0400
FIT.0410
FIT.0420
FIT.0430
FIT.0440
FIT.0450
FIT.0460
FIT.0470
FIT.0480
FIT.0490
FIT.0500
FIT.0510
19.FIT.0080
19.FIT.0090
19.FIT.0100
19.FIT.0110
19.FIT.0120
19.FIT.0130
19.FIT.0140
19.FIT.0150
19.FIT.0160
19.FIT.0170
19.FIT.0180
19.FIT.0190
19.FIT.0200
19.FIT.0210
19.FIT.0220
19.FIT.0230
19.FIT.0240
19.FIT.0250
19.FIT.0255
19.FIT.0260
19.FIT.0270
19.FIT.0280
19.FIT.0290
19.FIT.0300
19.FIT.0310
19.FIT.0320
19.FIT.0330
19.FIT.0340
19.FIT.0350
19.FIT.0360
19.FIT.0370
19.FIT.0380
19.FIT.0390
19.FIT.0400
19.FIT.0410
19.FIT.0420
19.FIT.0430
19.FIT.0440
19.FIT.0450
19.FIT.0460
19.FIT.0470
19.FIT.0480
19.FIT.0490
19.FIT.0500
19.FIT.0510
P
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Fitness Centre staff is knowledgeable reService

Staff
The Fitness Centre is staffed on time. StStaff
Guests are able to charge services to t Organization
Trainers and instructors are punctual fo Staff
Fitness Centre staff can describe the avai
Service
Ample fitness classes and training appoService
Daily newspaper(s) are available and in Magnifiers
Magnifiers
The environment (lighting levels, air q Organization
Magnifiers
There are upscale custom designed andFurniture
we
& Eq
There is a fresh flower arrangement withMagnifiers
The Fitness Centre air quality is fresh anCleanliness &
Fragrances are diffused inside the fitnesMagnifiers
Organization
The Fitness Centre is welcoming, organizOrganization
Sufficient supplies are stocked for guestFurniture & Eq
A pricing list/brochure of services is av Furniture & Eq
Service listings, brochures and other colFurniture & Eq
An extensive variety of state of the art Furniture & Eq
The equipment placement is optimal witFurniture & Eq
Fitness Centre furnishings and equipment
Cleanliness &
Cloths and sanitizing chemicals are proviFurniture & Eq
All equipment is in proper working order.Furniture & Eq
Maintenance and Engineering are notifieSecurity & Mai
Appropriate sized televisions with remotFurniture & Eq
A water cooler with paper cups and or ch
Furniture & Eq
A no-dial house telephone programmed Security
dire
& Mai
Telephones are wheelchair accessible peSecurity & Mai
A wall-mounted clock displaying the accFurniture & Eq
Professionally designed signage is insta Furniture & Eq
Mirrors, artwork and dcor elements areCleanliness &
Flooring is dry unless located in wet area
Furniture & Eq
There is an ample supply of clean high-qu
Brand
There is a container available for soiled Furniture & Eq
A selection of fresh fruits is available at Furniture & Eq
Locker rooms are designated with appropr
Brand
FIT.0520
FIT.0530
FIT.0540
FIT.0550
FIT.0560
FIT.0570
FIT.0580
FIT.0590
FIT.0600
FIT.0610
FIT.0620
FIT.0630
FIT.0640
FIT.0650
FIT.0660
FIT.0670
FIT.0680
FIT.0690
FIT.0700
FIT.0710
FIT.0720
FIT.0730
FIT.0740
FIT.0750
FIT.0760
FIT.0770
FIT.0780
FIT.0790
FIT.0800
FIT.0810
FIT.0820
FIT.0830
SPA.0010
SPA.0020
SPA.0030
SPA.0040
SPA.0052
SPA.0055
SPA.0060
SPA.0070
SPA.0080
SPA.0090
SPA.0100
SPA.0110
SPA.0120
19.FIT.0520
19.FIT.0530
19.FIT.0540
19.FIT.0550
19.FIT.0560
19.FIT.0570
19.FIT.0580
19.FIT.0590
19.FIT.0600
19.FIT.0610
19.FIT.0620
19.FIT.0630
19.FIT.0640
19.FIT.0650
19.FIT.0660
19.FIT.0670
19.FIT.0680
19.FIT.0690
19.FIT.0700
19.FIT.0710
19.FIT.0720
19.FIT.0730
19.FIT.0740
19.FIT.0750
19.FIT.0760
19.FIT.0770
19.FIT.0780
19.FIT.0790
19.FIT.0800
19.FIT.0810
19.FIT.0820
19.FIT.0830
20.SPA.0010
20.SPA.0020
20.SPA.0030
20.SPA.0040
20.SPA.0052
20.SPA.0055
20.SPA.0060
20.SPA.0070
20.SPA.0080
20.SPA.0090
20.SPA.0100
20.SPA.0110
20.SPA.0120
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The locker rooms are designated non-smOrganization

Upscale and first class locker room facil Furniture & Eq
The music in the locker rooms reflect theMagnifiers
Locker rooms are immaculate, includingCleanliness
loc
&
There is ample space to accommodate chan
Cleanliness &
Benching and other furniture are in exceCleanliness &
Air quality is fresh and mildly scented. Cleanliness &
Ceilings in lockers and showers are cleaCleanliness &
Walls in lockers and showers are clean, Cleanliness &
Floors in lockers and showers are, slip r Cleanliness &
Doors in lockers and showers areas and Cleanliness &
Ample premium quality locker room amenit
Furniture & Eq
The amenities are properly positioned inFurniture & Eq
Restrooms guest supplies include: -Two-p
Furniture & Eq
Furniture & Eq
Furniture & Eq
Chilled mineral water and infused waterFurniture & Eq
Wet bags are provided in the locker roo Furniture & Eq
Showers are in excellent condition, wit Cleanliness &
Sink areas are dry.
Cleanliness &
A sufficient number of clean and well maFurniture & Eq
All guests are acknowledged by the staffMagnifiers
The staff uses appointment information Staff
Staff delivers appropriate services basedService
Staff engages the guest in conversation Staff
Staff verifies satisfaction throughout th Staff
Staff escorts the guest to the reception Service
The Fitness staff updates the Guest HistOrganization
The Sofitel property has a Spa.
Service
The spa is open from 8:00 a.m. until 8:0Organization
The spa is open and staffed on time. StaStaff
A unique variety of services are offere Service
The Spa staff (whether employed or cont
Staff
Spa staff wears their full new Sofitel un Magnifiers
Staff
Spa staff is knowledgeable regarding pr Service
The staff is aware of the specific Sofite Organization
SPA.0130
SPA.0140
SPA.0150
SPA.0160
SPA.0170
SPA.0180
SPA.0190
SPA.0200
SPA.0210
SPA.0220
SPA.0230
SPA.0240
SPA.0250
SPA.0260
SPA.0265
SPA.0270
SPA.0280
SPA.0290
SPA.0300
SPA.0310
SPA.0320
SPA.0330
SPA.0340
SPA.0350
SPA.0360
SPA.0370
SPA.0380
SPA.0390
SPA.0400
SPA.0410
SPA.0420
SPA.0430
SPA.0440
SPA.0450
SPA.0460
SPA.0470
SPA.0480
SPA.0490
SPA.0500
SPA.0510
SPA.0520
SPA.0530
SPA.0540
SPA.0550
SPA.0560
20.SPA.0130
20.SPA.0140
20.SPA.0150
20.SPA.0160
20.SPA.0170
20.SPA.0180
20.SPA.0190
20.SPA.0200
20.SPA.0210
20.SPA.0220
20.SPA.0230
20.SPA.0240
20.SPA.0250
20.SPA.0260
20.SPA.0265
20.SPA.0270
20.SPA.0280
20.SPA.0290
20.SPA.0300
20.SPA.0310
20.SPA.0320
20.SPA.0330
20.SPA.0340
20.SPA.0350
20.SPA.0360
20.SPA.0370
20.SPA.0380
20.SPA.0390
20.SPA.0400
20.SPA.0410
20.SPA.0420
20.SPA.0430
20.SPA.0440
20.SPA.0450
20.SPA.0460
20.SPA.0470
20.SPA.0480
20.SPA.0490
20.SPA.0500
20.SPA.0510
20.SPA.0520
20.SPA.0530
20.SPA.0540
20.SPA.0550
20.SPA.0560
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P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
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P
Spa practitioners are knowledgeable and

Security & Mai
The spa reception is welcoming, organize
Organization
Welcome/waiting area includes comfortaFurniture & Eq
An assortment of luxury spa products and
Furniture & Eq
A pricing list/brochure of services is av Furniture & Eq
Brochure racks and guest information dis
Furniture & Eq
Service listings, brochures and other colFurniture & Eq
Magnifiers
The environment (lighting levels, air q Organization
After the sunset, the spa applies the canMagnifiers
Fragrances are diffused inside the spa us
Magnifiers
The spa air quality is fresh and clean. Cleanliness &
The music in the reception area reflects Magnifiers
Cleanliness &
There are upscale custom designed andOrganization
we
Spa service treatment areas, furnishing Cleanliness &
Treatment rooms are sound proof. NoiseCleanliness
l
&
Cleanliness &
Furniture arrangement in waiting or relaFurniture & Eq
Artwork and other dcor elements are un
Organization
Mirrors, artwork and dcor elements areCleanliness &
Flooring is dry unless located in wet area
Cleanliness &
Fragrances are diffused inside the saunaMagnifiers
Saunas, steam rooms and Jacuzzi areas Cleanliness
ar
&
Saunas, steam rooms and Jacuzzi areas Cleanliness
fun
&
Heating units are clean and polished. Wate
Cleanliness &
Thermometer is functioning and easy toFurniture & Eq
Saunas, steam rooms and Jacuzzi safetySecurity
i
& Mai
Jacuzzi water quality is regularly checkeCleanliness &
Locker rooms, sauna and steam rooms are
Brand
The locker rooms are designated non-smOrganization
Upscale and first class locker room facil Furniture & Eq
The music in the lockers reflects the ideMagnifiers
loc
&
Cleanliness &
SPA.0570
SPA.0580
SPA.0590
SPA.0600
SPA.0610
SPA.0620
SPA.0630
SPA.0640
SPA.0650
SPA.0660
SPA.0670
SPA.0680
SPA.0690
SPA.0700
SPA.0710
SPA.0720
SPA.0730
SPA.0740
SPA.0750
SPA.0760
SPA.0770
SPA.0780
SPA.0790
SPA.0800
SPA.0810
SPA.0812
SPA.0814
SPA.0816
SPA.0818
SPA.0820
SPA.0830
SPA.0840
SPA.0850
SPA.0860
SPA.0870
SPA.0880
SPA.0890
SPA.0900
SPA.0910
SPA.0915
SPA.0920
SPA.0930
SPA.0940
SPA.0950
SPA.0960
20.SPA.0570
20.SPA.0580
20.SPA.0590
20.SPA.0600
20.SPA.0610
20.SPA.0620
20.SPA.0630
20.SPA.0640
20.SPA.0650
20.SPA.0660
20.SPA.0670
20.SPA.0680
20.SPA.0690
20.SPA.0700
20.SPA.0710
20.SPA.0720
20.SPA.0730
20.SPA.0740
20.SPA.0750
20.SPA.0760
20.SPA.0770
20.SPA.0780
20.SPA.0790
20.SPA.0800
20.SPA.0810
20.SPA.0812
20.SPA.0814
20.SPA.0816
20.SPA.0818
20.SPA.0820
20.SPA.0830
20.SPA.0840
20.SPA.0850
20.SPA.0860
20.SPA.0870
20.SPA.0880
20.SPA.0890
20.SPA.0900
20.SPA.0910
20.SPA.0915
20.SPA.0920
20.SPA.0930
20.SPA.0940
20.SPA.0950
20.SPA.0960
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
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P
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P
P
P
P
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P
P
P
P
P
P
P
P
P
P
P
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P
P
P
P
Benching and other furniture are in exceCleanliness &

Air quality is fresh and mildly scented. Cleanliness &
Ceilings in lockers and showers are cleaCleanliness &
Walls in lockers and showers are clean, Cleanliness &
Floors in lockers and showers are, slip r Cleanliness &
Doors in lockers and showers areas and Cleanliness &
Ample premium quality locker room amenit
Furniture & Eq
The amenities are properly positioned inFurniture & Eq
Restrooms guest supplies include: -Two-p
Furniture & Eq
Furniture & Eq
Furniture & Eq
Chilled mineral water and infused waterFurniture & Eq
Wet bags are provided in the locker roo Furniture & Eq
Sink areas are dry.
Cleanliness &
A sufficient number of clean and well maFurniture & Eq
Spa appointments are held for 15 minutes
Service
Staff great callers saying "Sofitel..., Sp Magnifiers
Staff is helpful and enthusiastic addressStaff
The reservation staff enquires if the gu Staff
If the guest/caller has selected a treatmStaff
The reservation staff proposes a facial i Staff
If the guest has not decided on a treatme
Staff
When spa appointment times are not avail
Service
Staff repeats the important appointmentService
If a guest calls to cancel an appointmentService
Appointment commitments and special Service
re
t
The staff uses the guest name twice duriStaff
The staff verifies whether the guest hasService
The staff uses appointment information Service
t
The staff enquires if the guest would lik Service
Guests are escorted to treatment room or
Service
Reception staff introduces the spa practiService
Staff assists guests with information rega
Staff
The staff uses the guest's name twice du
Staff
The staff provides a final offer of final Service
SPA.0980
SPA.0990
SPA.1000
SPA.1010
SPA.1020
SPA.1030
SPA.1040
SPA.1050
SPA.1060
SPA.1070
SPA.1080
SPA.1090
SPA.1100
SPA.1110
SPA.1120
SPA.1130
SPA.1140
SPA.1150
SPA.1160
SPA.1170
SPA.1180
SPA.1190
SPA.1200
ISM.0010
ISM.0022
ISM.0025
ISM.0040
ISM.0050
ISM.0060
ISM.0070
ISM.0080
ISM.0090
ISM.0100
ISM.0110
ISM.0120
ISM.0130
ISM.0140
ISM.0150
ISM.0160
ISM.0170
ISM.0180
ISM.0190
ISM.0200
ISM.0210
ISM.0220
20.SPA.0980
20.SPA.0990
20.SPA.1000
20.SPA.1010
20.SPA.1020
20.SPA.1030
20.SPA.1040
20.SPA.1050
20.SPA.1060
20.SPA.1070
20.SPA.1080
20.SPA.1090
20.SPA.1100
20.SPA.1110
20.SPA.1120
20.SPA.1130
20.SPA.1140
20.SPA.1150
20.SPA.1160
20.SPA.1170
20.SPA.1180
20.SPA.1190
20.SPA.1200
21.ISM.0010
21.ISM.0022
21.ISM.0025
21.ISM.0040
21.ISM.0050
21.ISM.0060
21.ISM.0070
21.ISM.0080
21.ISM.0090
21.ISM.0100
21.ISM.0110
21.ISM.0120
21.ISM.0130
21.ISM.0140
21.ISM.0150
21.ISM.0160
21.ISM.0170
21.ISM.0180
21.ISM.0190
21.ISM.0200
21.ISM.0210
21.ISM.0220
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P

The massage table is properly prepared Service
pe
Spa staff can describe the available spaStaff
Practitioners and instructors are punctu Staff
Towels meet Sofitel specifications. Towels
Furniture & Eq
The practitioner presents the guest withService
The staff uses the guest's name twice du
Staff
The staff uses appointment information Service
Staff delivers appropriate services base Service
Staff follows all security and privacy pr Security & Mai
Staff engages the guest in conversation Staff
Staff verifies satisfaction throughout t Staff
Staff escorts the guest to the reception Service
Staff assists guests with retail product Service
Guests are able to charge services to t Service
Staff prepares accurate guest checks at Service
At the end of the session, the practition Service
Outdoor massages are offered at the bea
Organization
Staff follows all treatments protocol as Organization
Light waffle cloth towels (or hammam toFurniture & Eq
The Spa staff updates the Guest HistoryOrganization
The Sofitel property has appointed an InOrganization
The InspiredMeetings planner is well gr Staff
InspiredMeetings staff wears their full n Magnifiers
The InspiredMeetings Planner has success
Staff
The InspiredMeetings Planner is speaking
Staff
The Sofitel property has an InspiredMeeti
Brand
If the InspiredMeetings planner can not d
Staff
All meeting requests done by email are Organization
The InspiredMeetings Planner demonstrat
Staff
The InspiredMeetings Planner answers all
Staff
The InspiredMeetings Planner greets theMagnifiers
c
The InspiredMeetings Planner addressesStaff
t
The InspiredMeetings Planner is spontane
Staff
The InspiredMeetings Planner makes fullStaff
The InspiredMeetings planner asks the cus
Organization
The InspiredMeetings planner uses up-sel
Staff
When reservations are unavailable over Service
th
InspiredMeetings planner inquire how the
Staff
InspiredMeetings agent offers to send a Service
b
Information (brochures, collateral and wService
Meeting details (arrival and departure dStaff
ISM.0230
ISM.0240
ISM.0250
ISM.0260
ISM.0270
ISM.0280
ISM.0290
ISM.0300
ISM.0310
ISM.0320
ISM.0330
ISM.0340
ISM.0350
ISM.0360
ISM.0370
ISM.0380
ISM.0390
ISM.0400
ISM.0410
ISM.0420
ISM.0430
ISM.0440
ISM.0450
ISM.0460
ISM.0470
ISM.0480
ISM.0490
ISM.0500
ISM.0510
ISM.0520
ISM.0530
ISM.0540
ISM.0550
ISM.0560
ISM.0570
ISM.0580
ISM.0590
ISM.0600
ISM.0610
ISM.0620
ISM.0630
ISM.0640
ISM.0650
ISM.0660
ISM.0670
21.ISM.0230
21.ISM.0240
21.ISM.0250
21.ISM.0260
21.ISM.0270
21.ISM.0280
21.ISM.0290
21.ISM.0300
21.ISM.0310
21.ISM.0320
21.ISM.0330
21.ISM.0340
21.ISM.0350
21.ISM.0360
21.ISM.0370
21.ISM.0380
21.ISM.0390
21.ISM.0400
21.ISM.0410
21.ISM.0420
21.ISM.0430
21.ISM.0440
21.ISM.0450
21.ISM.0460
21.ISM.0470
21.ISM.0480
21.ISM.0490
21.ISM.0500
21.ISM.0510
21.ISM.0520
21.ISM.0530
21.ISM.0540
21.ISM.0550
21.ISM.0560
21.ISM.0570
21.ISM.0580
21.ISM.0590
21.ISM.0600
21.ISM.0610
21.ISM.0620
21.ISM.0630
21.ISM.0640
21.ISM.0650
21.ISM.0660
21.ISM.0670
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
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P
P
P
P
P
P
P
P
P
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P
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P
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The InspiredMeetings planner thanks the

Staff
The InspiredMeetings planner confirms wi
Furniture & Eq
The property uses the "InspiredMeeting Furniture & Eq
The format of the proposal conforms to tBrand
The proposal contains the following elem
Service
All prices are mentioned, including thoseService
The terms and conditions of sale specifyService
All proposals are followed up within the Service
In the event of any major alteration (theService
Fresh floral arrangements are available Magnifiers
The environment (lighting levels, air qu Magnifiers
The client is able to control the indivi Service
Noise levels from service areas or adja Cleanliness &
There is a variety of well-appointed me Furniture & Eq
Meeting room seating is comfortable, cleCleanliness &
Artwork is unique and appealing coordinFurniture & Eq
Each meeting room is individually named
Furniture & Eq
When the room is occupied, meeting room
Furniture & Eq
Signage (meeting space map/directory) Furniture
is
& Eq
Event signage is updated promptly afterFurniture & Eq
Meeting rooms are equipped with wireles
Furniture & Eq
Meeting rooms are equipped with an A/VFurniture & Eq
Meeting rooms are equipped with an A/VFurniture & Eq
Meeting rooms are equipped with a HighFurniture & Eq
Meeting rooms are equipped with a retraFurniture & Eq
Meeting rooms are equipped with one LCD
Furniture & Eq
Meeting rooms are equipped with one fix
Furniture & Eq
Meeting rooms are equipped with RJ 45 Furniture
Ca
& Eq
Meeting rooms are equipped with a teleFurniture & Eq
Meeting rooms are equipped with a VisioFurniture & Eq
Meeting rooms are equipped with at leasFurniture & Eq
A dedicated event audiovisual/technology
Security & Mai
Property technicians supporting a meetin
Staff
All audiovisual setups are fully operat Organization
When a meeting or event includes the use
Organization
A full compliment of AV equipment and mee
Furniture & Eq
A tea kettle and espresso machine is avFurniture & Eq
The tea kettle, espresso machine, servi Cleanliness &
The kettle, espresso machine, tea, coffeFurniture & Eq
Meeting rooms include, at a minimum, the
Furniture & Eq
Meeting rooms are equipped with a paper
Furniture & Eq
ISM.0680
ISM.0690
ISM.0700
ISM.0710
ISM.0720
ISM.0730
ISM.0740
ISM.0752
ISM.0755
ISM.0760
ISM.0770
ISM.0780
ISM.0790
ISM.0800
ISM.0810
ISM.0820
ISM.0830
ISM.0840
ISM.0850
ISM.0860
ISM.0870
ISM.0880
ISM.0890
ISM.0900
ISM.0910
ISM.0920
ISM.0930
ISM.0940
ISM.0950
ISM.0960
ISM.0970
ISM.0980
ISM.0990
ISM.1000
ISM.1010
ISM.1020
ISM.1030
ISM.1040
ISM.1050
ISM.1060
ISM.1070
ISM.1080
ISM.1090
ISM.1100
ISM.1110
21.ISM.0680
21.ISM.0690
21.ISM.0700
21.ISM.0710
21.ISM.0720
21.ISM.0730
21.ISM.0740
21.ISM.0752
21.ISM.0755
21.ISM.0760
21.ISM.0770
21.ISM.0780
21.ISM.0790
21.ISM.0800
21.ISM.0810
21.ISM.0820
21.ISM.0830
21.ISM.0840
21.ISM.0850
21.ISM.0860
21.ISM.0870
21.ISM.0880
21.ISM.0890
21.ISM.0900
21.ISM.0910
21.ISM.0920
21.ISM.0930
21.ISM.0940
21.ISM.0950
21.ISM.0960
21.ISM.0970
21.ISM.0980
21.ISM.0990
21.ISM.1000
21.ISM.1010
21.ISM.1020
21.ISM.1030
21.ISM.1040
21.ISM.1050
21.ISM.1060
21.ISM.1070
21.ISM.1080
21.ISM.1090
21.ISM.1100
21.ISM.1110
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
Meeting rooms are properly set a minimu

Organization
Rooms are broken down and totally cleane
Cleanliness &
Nametags are available or prepared in aService
Meeting room housekeeping is spotless Cleanliness
in
&
Meeting rooms are available for use when
Organization
Meeting rooms are refreshed during the Cleanliness &
The hotel has appointed one or several Staff
The InspiredMeeting Concierge is well gStaff
The InspiredMeeting Concierge has succe
Staff
Staff
The InspiredMeeting Concierge greets the
Staff
The InspiredMeeting Concierge providesStaff
The InspiredMeeting Concierge's presenc
Staff
The InspiredMeeting Concierge demonstrat
Staff
Meeting room maintenance requests areSecurity & Mai
Meeting rooms are closed and locked whe
Security & Mai
Tables are properly set, positioned and Cleanliness &
Table linens are properly positioned andService
Furniture & Eq
A coat check area is available in the ev Furniture & Eq
A secure, full-service staffed area is av Security & Mai
The Banquet staff meet Sofitel standards
Staff
All banqueting positions have successfulStaff
i taff
The staff is knowledgeable about knownService
f
Staff
A wide array of banquet, reception and rOrganization
The InspiredMeeting Concierge's presenc
Staff
The InspiredMeeting Concierge demonstrat
Staff
Dining table tops include clean and ful Furniture & Eq
Flatware is clean, polished and properlyCleanliness &
High quality glassware is clean, free of Furniture & Eq
Banquet food and beverages are attractiService
Refreshment breaks and other food statio
Service
All break stations and break kitchen andCleanliness &
The floor areas around the break stations
Cleanliness &
Only china, glassware and metal flatware
Furniture & Eq
ISM.1120
ISM.1130
ISM.1140
ISM.1150
ISM.1160
ISM.1170
ISM.1180
ISM.1190
ISM.1200
ISM.1210
ISM.1220
ISM.1230
ISM.1240
ISM.1250
ISM.1260
CLM.0020
CLM.0030
CLM.0040
CLM.0050
CLM.0060
CLM.0070
CLM.0080
CLM.0090
CLM.0100
CLM.0110
CLM.0120
CLM.0130
CLM.0140
CLM.0160
CLM.0170
CLM.0180
CLM.0190
CLM.0200
CLM.0210
CLM.0220
CLM.0230
CLM.0240
CLM.0250
CLM.0260
CLM.0270
CLM.0280
CLM.0300
CLM.0310
CLM.0320
CLM.0330
21.ISM.1120
21.ISM.1130
21.ISM.1140
21.ISM.1150
21.ISM.1160
21.ISM.1170
21.ISM.1180
21.ISM.1190
21.ISM.1200
21.ISM.1210
21.ISM.1220
21.ISM.1230
21.ISM.1240
21.ISM.1250
21.ISM.1260
22.CLM.0020
22.CLM.0030
22.CLM.0040
22.CLM.0050
22.CLM.0060
22.CLM.0070
22.CLM.0080
22.CLM.0090
22.CLM.0100
22.CLM.0110
22.CLM.0120
22.CLM.0130
22.CLM.0140
22.CLM.0160
22.CLM.0170
22.CLM.0180
22.CLM.0190
22.CLM.0200
22.CLM.0210
22.CLM.0220
22.CLM.0230
22.CLM.0240
22.CLM.0250
22.CLM.0260
22.CLM.0270
22.CLM.0280
22.CLM.0300
22.CLM.0310
22.CLM.0320
22.CLM.0330
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P

Furniture & Eq
Furniture & Eq
Labels identify food items for diabetic g Furniture & Eq
Buffets look equally appealing throughou
Service
Food and beverage items have good flavo
Service
Service
st
Staff proactively seeks to fulfill guest d Staff
Culinary and restaurant staff is knowl Staff
Culinary staff wears clean aprons and hat
Furniture & Eq
The InspiredMeetings staff updates the G
Organization
The following Club Millsime service is Service
The following Club Millsime service is oService
The Club Millsime is sufficiently staff Staff
Regardless of shift, all staff is able t
Staff
Staff
The Club Millsime staff Pre-block all a Staff
The Club Millsime staff follows all Sofi Staff
Guests entering the Club Millsime loung
Staff
The staff of Club Millsime provide the Staff
The Club Millsime lounge is furnished Furniture & Eq
The Club Millsime lounge is furnished wFurniture & Eq
The Club Millsime lounge is furnished Furniture & Eq
A library is displayed and books are avaMagnifiers
CLM.0340
CLM.0350
CLM.0360
CLM.0370
CLM.0380
CLM.0390
CLM.0400
CLM.0405
CLM.0410
CLM.0420
CLM.0430
CLM.0440
CLM.0450
CLM.0460
CLM.0470
CLM.0480
CLM.0490
CLM.0500
CLM.0510
CLM.0520
CLM.0530
CLM.0540
CLM.0560
CLM.0570
CLM.0580
CLM.0590
CLM.0600
CLM.0610
CLM.0620
CLM.0630
CLM.0640
CLM.0650
CLM.0660
CLM.0670
CLM.0680
CLM.0690
CLM.0700
CLM.0710
CLM.0720
CLM.0730
CLM.0740
CLM.0750
CLM.0760
CLM.0770
CLM.0780
22.CLM.0340
22.CLM.0350
22.CLM.0360
22.CLM.0370
22.CLM.0380
22.CLM.0390
22.CLM.0400
22.CLM.0405
22.CLM.0410
22.CLM.0420
22.CLM.0430
22.CLM.0440
22.CLM.0450
22.CLM.0460
22.CLM.0470
22.CLM.0480
22.CLM.0490
22.CLM.0500
22.CLM.0510
22.CLM.0520
22.CLM.0530
22.CLM.0540
22.CLM.0560
22.CLM.0570
22.CLM.0580
22.CLM.0590
22.CLM.0600
22.CLM.0610
22.CLM.0620
22.CLM.0630
22.CLM.0640
22.CLM.0650
22.CLM.0660
22.CLM.0670
22.CLM.0680
22.CLM.0690
22.CLM.0700
22.CLM.0710
22.CLM.0720
22.CLM.0730
22.CLM.0740
22.CLM.0750
22.CLM.0760
22.CLM.0770
22.CLM.0780
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
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P
P
P
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P
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P
P
P
The Club Millsime has a kitchen area fuFurniture & Eq

A designated Butler Pantry is available iFurniture & Eq
There is a reception area with one recepFurniture & Eq
After the sunset, the Club Millesime appMagnifiers
The music reflects the identity of Club Magnifiers
Noise levels from service areas or adjac Furniture & Eq
Cleanliness &
Tables are properly positioned and alignCleanliness &
Artwork is unique and appealing coordinCleanliness &
Floors and carpets are clean and in safeCleanliness
c
&
o
&
Only for breakfast, Tables are covered inCleanliness &
Furniture & Eq
Flatware is clean, polished.
Cleanliness &
Matching china, glassware, flatware andCleanliness &
a leanliness &
o
&
Walls and Ceilings are clean; free of dusCleanliness &
Ceiling/Wall vents and panels are clean a
Cleanliness &
Doors surfaces are clean and well mainta
Cleanliness &
cl
&
Cleanliness &
Magnifiers
CLM.0790
CLM.0800
CLM.0802
CLM.0805
CLM.0810
CLM.0820
CLM.0830
CLM.0840
CLM.0850
CLM.0860
CLM.0870
CLM.0880
CLM.0890
CLM.0900
CLM.0910
CLM.0911
CLM.0912
CLM.0913
CLM.0914
CLM.0915
CLM.0920
CLM.0930
CLM.0940
CLM.0950
CLM.0960
CLM.0970
CLM.0980
CLM.0990
CLM.1000
CLM.1010
CLM.1020
CLM.1030
CLM.1040
CLM.1050
CLM.1060
CLM.1070
CLM.1080
CLM.1090
CLM.1100
CLM.1110
CLM.1120
CLM.1130
CLM.1140
CLM.1150
CLM.1160
22.CLM.0790
22.CLM.0800
22.CLM.0802
22.CLM.0805
22.CLM.0810
22.CLM.0820
22.CLM.0830
22.CLM.0840
22.CLM.0850
22.CLM.0860
22.CLM.0870
22.CLM.0880
22.CLM.0890
22.CLM.0900
22.CLM.0910
22.CLM.0911
22.CLM.0912
22.CLM.0913
22.CLM.0914
22.CLM.0915
22.CLM.0920
22.CLM.0930
22.CLM.0940
22.CLM.0950
22.CLM.0960
22.CLM.0970
22.CLM.0980
22.CLM.0990
22.CLM.1000
22.CLM.1010
22.CLM.1020
22.CLM.1030
22.CLM.1040
22.CLM.1050
22.CLM.1060
22.CLM.1070
22.CLM.1080
22.CLM.1090
22.CLM.1100
22.CLM.1110
22.CLM.1120
22.CLM.1130
22.CLM.1140
22.CLM.1150
22.CLM.1160
P
P
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P
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Upon arrival, guests are greeted by a F Staff
The Club Millesime Staff is well groomedStaff
The Club Millesime Staff wears their full Magnifiers
Club Millsime receptionist is informed Staff
The Club Millsime staff immediately greStaff
The staff is the first and last to speak duStaff
The staff greets the guest by name in FrMagnifiers
Repeat guests are "welcomed back" using
Staff
Staff uses the guest's name two times (g
Staff
The staff invites the guest to be seated Staff
The check-in is processed efficiently by Staff
The staff offers a welcome drink and a cService
The staff offers a selection of newspapeFurniture & Eq
The staff devotes his/her full attention t Staff
Desk Blotters are used at check in.
Magnifiers
The Desk blotter is displayed closed on tMagnifiers
The receptionist opens both flaps of the Magnifiers
The staff recognizes all AlClub member Service
If a membership number is not noted in Service
th
If the guest is a member the staff asks Service
If the guest is not a member, the staff Service
The hotel follows the Sofitel AlClub Sta Service
The staff reviews registration informatioService
The staff verifies the following informa Service
The staff reconfirms information or serv Service
The staff asks the guest to establish a Service
The staff describes "Express Checkout" sService
The staff asks the guest if he or she minService
If the guest accepts, the guest's signat Service
The staff hands the registration card andService
The staff asks the guest for the names oService
The staff inquires about the required n Service
The staff produces room keys, writes t Service
The staff places all registration materi Service
The staff discreetly delivers any waitin Service
The staff confirms the guest's departureService
The staff offers additional services, suchService
The staff anticipates guest's needs or o Staff
If additional services are requested, sta Service
If an escort is declined, the staff expla Service
The guest is informed about all Sofitel COrganization
CLM.1170
CLM.1180
CLM.1190
CLM.1200
CLM.1210
CLM.1220
CLM.1230
CLM.1240
CLM.1250
CLM.1260
CLM.1270
CLM.1271
CLM.1272
CLM.1273
CLM.1274
CLM.1275
CLM.1276
CLM.1277
CLM.1278
CLM.1279
CLM.1281
CLM.1282
CLM.1283
CLM.1285
CLM.1290
CLM.1300
CLM.1310
CLM.1320
CLM.1330
CLM.1335
CLM.1340
CLM.1350
CLM.1360
CLM.1370
CLM.1375
CLM.1380
CLM.1390
CLM.1400
CLM.1410
CLM.1420
CLM.1430
CLM.1440
CLM.1450
CLM.1455
CLM.1460
22.CLM.1170
22.CLM.1180
22.CLM.1190
22.CLM.1200
22.CLM.1210
22.CLM.1220
22.CLM.1230
22.CLM.1240
22.CLM.1250
22.CLM.1260
22.CLM.1270
22.CLM.1271
22.CLM.1272
22.CLM.1273
22.CLM.1274
22.CLM.1275
22.CLM.1276
22.CLM.1277
22.CLM.1278
22.CLM.1279
22.CLM.1281
22.CLM.1282
22.CLM.1283
22.CLM.1285
22.CLM.1290
22.CLM.1300
22.CLM.1310
22.CLM.1320
22.CLM.1330
22.CLM.1335
22.CLM.1340
22.CLM.1350
22.CLM.1360
22.CLM.1370
22.CLM.1375
22.CLM.1380
22.CLM.1390
22.CLM.1400
22.CLM.1410
22.CLM.1420
22.CLM.1430
22.CLM.1440
22.CLM.1450
22.CLM.1455
22.CLM.1460
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
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P
P
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P
P
The Butler uses the guest's name duringStaff

The Butler provides an overview of the pr
Service
The Butler anticipates guest needs based
Service
The Butler demonstrates how to use theService
The Butler describes the guestroom featu
Service
The Butler hangs the garment bags in the
Service
The Butler offers (and provides if accep Service
The Butler provides a personalized clos Staff
The Butler practices Sofitel problem resoService
All hot items are served directly from Ki Service
The following beverage items and servicFurniture & Eq
Buffet includes three type of yoghurt seFurniture & Eq
Buffet includes Fresh Juices station with Furniture & Eq
Buffet includes a dairy with 3 types of Furniture & Eq
Buffet includes a cereals section with mFurniture & Eq
Buffet includes Viennoiseries with minimFurniture & Eq
Buffet includes cold Meat and smoked fiFurniture & Eq
Buffet includes 5 types of cut fruits, 3 Furniture & Eq
Buffet includes minimum one type of Furniture & Eq
Buffet includes two vegetables or salad Furniture & Eq
Portion displayed on buffet are small to Furniture & Eq
French Toast, Pancake, Waffle, Sausages,Furniture & Eq
The Viennoiserie Basket is brought to thMagnifiers
Staff introduces the Viennoiserie basket,Magnifiers
The following beverage items and service
Service
The following snack items and services a
Service
Evening Millsime cocktail tasting is av Service
A selection of 6 Complimentary wines isService
Service
A Selection of 30 Wines with 25% FrenchService
The following beverage items and servicService
Service
In addition of All day beverages - Beer, Service
The following chef's selections are avai Service
Selection of hot canapes western and loService
Furniture & Eq
Furniture & Eq
Service
Service
Service
Buffet themes are exciting and changedService
o
CLM.1470
CLM.1480
CLM.1490
CLM.1500
CLM.1510
CLM.1520
CLM.1530
CLM.1545
CLM.1550
CLM.1560
CLM.1570
CLM.1580
CLM.1590
CLM.1600
CLM.1610
CLM.1611
CLM.1612
CLM.1614
CLM.1616
CLM.1618
CLM.1621
CLM.1622
CLM.1624
CLM.1626
CLM.1628
CLM.1630
CLM.1640
CLM.1650
CLM.1660
CLM.1670
CLM.1680
CLM.1690
CLM.1700
EMP.0010
EMP.0020
EMP.0030
EMP.0040
EMP.0050
EMP.0060
EMP.0070
EMP.0080
EMP.0090
EMP.0100
EMP.0110
EMP.0120
22.CLM.1470
22.CLM.1480
22.CLM.1490
22.CLM.1500
22.CLM.1510
22.CLM.1520
22.CLM.1530
22.CLM.1545
22.CLM.1550
22.CLM.1560
22.CLM.1570
22.CLM.1580
22.CLM.1590
22.CLM.1600
22.CLM.1610
22.CLM.1611
22.CLM.1612
22.CLM.1614
22.CLM.1616
22.CLM.1618
22.CLM.1621
22.CLM.1622
22.CLM.1624
22.CLM.1626
22.CLM.1628
22.CLM.1630
22.CLM.1640
22.CLM.1650
22.CLM.1660
22.CLM.1670
22.CLM.1680
22.CLM.1690
22.CLM.1700
23.EMP.0010
23.EMP.0020
23.EMP.0030
23.EMP.0040
23.EMP.0050
23.EMP.0060
23.EMP.0070
23.EMP.0080
23.EMP.0090
23.EMP.0100
23.EMP.0110
23.EMP.0120
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
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P
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Stations are adequately staffed by friendl
Staff
Staff proactively seeks to fulfill guest d Staff
Culinary and Club Millsime staff is k
Staff
Furniture & Eq
Staff positions themselves in front of t Service
The staff greets the guest by name in F Magnifiers
Turndown Tea/Herbal tea is served on auth
Service
o
The Club Millesime offers a minimum of Magnifiers
3
Wines must be served in identical high qService
Service
The tasting card is of a high quality pap Service
Flights to be on bar menu, Lounge menuService
Staff introduces each wine and talk abouService
The Butler uses the guest's name duringStaff
The Butler provides packing assistance Service
The Butler arranges luggage assistance Service
w
The Butler ensures transportation (limouService
The Butler provides the weather forecastService
The Butler provides a personalized clos Service
The Butler practices Sofitel problem res Service
The Club Millsime staff updates the Gue
Organization
The air quality is fresh and clean.
Cleanliness &
Ceilings, walls, floors and windows are Cleanliness &
Back of the house storage areas are prop
Cleanliness &
Corridors are neat, clean and not obstruCleanliness &
The stairwell flooring is slip resistant
Security & Mai
Posters presenting Sofitel/ Accor values Brand
The weekly Guest Satisfaction scores arBrand
There are high mirrors positioned on theCleanliness &
Locker rooms are designated with appropr
Cleanliness &
EMP.0130
EMP.0140
EMP.0150
EMP.0160
EMP.0170
EMP.0180
EMP.0190
EMP.0200
EMP.0210
EMP.0220
EMP.0230
EMP.0240
EMP.0250
EMP.0260
EMP.0270
EMP.0280
EMP.0290
EMP.0300
EMP.0310
EMP.0320
EMP.0330
EMP.0340
EMP.0350
EMP.0360
EMP.0370
EMP.0380
EMP.0390
EMP.0400
EMP.0410
EMP.0420
EMP.0430
EMP.0440
EMP.0450
EMP.0460
EMP.0470
EMP.0480
EMP.0490
EMP.0500
EMP.0510
GLF.0010
GLF.0020
GLF.0030
GLF.0040
GLF.0050
GLF.0060
23.EMP.0130
23.EMP.0140
23.EMP.0150
23.EMP.0160
23.EMP.0170
23.EMP.0180
23.EMP.0190
23.EMP.0200
23.EMP.0210
23.EMP.0220
23.EMP.0230
23.EMP.0240
23.EMP.0250
23.EMP.0260
23.EMP.0270
23.EMP.0280
23.EMP.0290
23.EMP.0300
23.EMP.0310
23.EMP.0320
23.EMP.0330
23.EMP.0340
23.EMP.0350
23.EMP.0360
23.EMP.0370
23.EMP.0380
23.EMP.0390
23.EMP.0400
23.EMP.0410
23.EMP.0420
23.EMP.0430
23.EMP.0440
23.EMP.0450
23.EMP.0460
23.EMP.0470
23.EMP.0480
23.EMP.0490
23.EMP.0500
23.EMP.0510
24.GLF.0010
24.GLF.0020
24.GLF.0030
24.GLF.0040
24.GLF.0050
24.GLF.0060
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
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P
The locker rooms are designated non-smCleanliness &

High quality locker room facilities are prFurniture & Eq
loc
&
Cleanliness &
Benching is available and in excellent coCleanliness &
Floors in showers are, slip resistant, cl Cleanliness &
Mirrors ("hauteur d'homme"), artwork and
Furniture & Eq
The Sofitel grooming standards posters a
Magnifiers
Sink areas are dry.
Cleanliness &
A sufficient number of clean and well mai
Furniture & Eq
Ample quality locker room amenities areFurniture
p
& Eq
There is an ample supply of clean towels,
Furniture & Eq
There is a container available for soiled Furniture & Eq
Toilet bowl clean inside and outside, no sCleanliness &
Plumbing fixtures clean, free of dust, spCleanliness &
Cleanliness &
Artwork and dcor elements are clean (fr
Cleanliness &
Furnishings and fixtures are good qualityFurniture & Eq
Tables are properly positioned and alignCleanliness &
Food and Beverages items are attractiveCleanliness &
Food and Beverages items look equally a
Cleanliness &
Cleanliness &
The appropriate serving utensils, coversCleanliness &
st
Culinary and restaurant staff is knowl Staff
Furniture & Eq
Signage: Directional signs present, visi Furniture & Eq
All landscaped areas are maintained in Cleanliness &
Dress Code rules should be posted in a lFurniture & Eq
Spike cleaning apparatus is available at Furniture & Eq
Music system is audible, set at appropri Furniture & Eq
There are appropriate directional signs tFurniture & Eq
GLF.0070
GLF.0080
GLF.0090
GLF.0100
GLF.0110
GLF.0120
GLF.0130
GLF.0140
GLF.0150
GLF.0160
GLF.0170
GLF.0180
GLF.0190
GLF.0200
GLF.0210
GLF.0220
GLF.0230
GLF.0240
GLF.0250
GLF.0260
GLF.0270
GLF.0280
GLF.0290
GLF.0300
GLF.0310
GLF.0320
DEP.0010
DEP.0020
DEP.0030
DEP.0040
DEP.0050
DEP.0060
DEP.0070
DEP.0071
DEP.0072
DEP.0073
DEP.0074
DEP.0075
DEP.0080
DEP.0090
DEP.0095
DEP.0100
DEP.0110
DEP.0120
DEP.0130
24.GLF.0070
24.GLF.0080
24.GLF.0090
24.GLF.0100
24.GLF.0110
24.GLF.0120
24.GLF.0130
24.GLF.0140
24.GLF.0150
24.GLF.0160
24.GLF.0170
24.GLF.0180
24.GLF.0190
24.GLF.0200
24.GLF.0210
24.GLF.0220
24.GLF.0230
24.GLF.0240
24.GLF.0250
24.GLF.0260
24.GLF.0270
24.GLF.0280
24.GLF.0290
24.GLF.0300
24.GLF.0310
24.GLF.0320
25.DEP.0010
25.DEP.0020
25.DEP.0030
25.DEP.0040
25.DEP.0050
25.DEP.0060
25.DEP.0070
25.DEP.0071
25.DEP.0072
25.DEP.0073
25.DEP.0074
25.DEP.0075
25.DEP.0080
25.DEP.0090
25.DEP.0095
25.DEP.0100
25.DEP.0110
25.DEP.0120
25.DEP.0130
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
All areas of the clubhouse are well mainCleanliness &

In clubs which offer full locker room servStaff
Shoe services are offered verbally to all Service
All bulletin board information is approprService
Weight scale is available in men's and wo
Furniture & Eq
Golf Shop staff was knowledgeable regard
Staff
Golf Shop staff advised of any services Staff
A Weather Conditions board is in place. IFurniture & Eq
Retail Store merchandise is neatly organi
Furniture & Eq
Golf bag drop staff requests the guest's Staff
Golf bag drop staff provided the guest wiStaff
Starter was aware of the member's/guest
Staff
Starter was informative and helpful, inf Staff
Member's/guest's golf car is accessible Furniture & Eq
Member's/guest's golf bag is placed corre
Service
Each golf car is fully outfitted (pencil, Furniture & Eq
The Course Advisor is available throughoStaff
All clubs are thoroughly cleaned when gu
Service
Staging area bag staff uses the guest's Service
The departure bag drop staff verifies th Service
All services provided in the Bar and RestService
Halfway House has spare tees, properly Service
s
Beverage cart staff stops the cart and gService
Beverage cart has current tee sheet andService
The Practice Facility has enough room avService
Tees, Fairway, Greens are properly mainCleanliness &
Traditional checkout services are availabService
Express Checkout services are availableOrganization
The Receptionist immediately greets gues
Staff
If the Receptionist is busy and cannot Staff
The Receptionist is the first and last to Staff
The Receptionist devotes his/her full attStaff
The Receptionist greets the guest by nam
Magnifiers
Desk Blotters are used at check out.
Magnifiers
The Desk blotter is displayed closed on Magnifiers
The receptionist enquires, if appropriat Service
Receptionists use the guest's name threStaff
The Receptionist shows interest in the Staff
If the Guest is showing some form of unsStaff
All bills are accurate (name, adress and Brand
The Receptionist processes all departureStaff
f
The Receptionist discreetly verifies and Service
The Receptionist immediately corrects aService
DEP.0140
DEP.0150
DEP.0160
DEP.0170
DEP.0175
DEP.0180
DEP.0190
DEP.0195
DEP.0200
DEP.0205
DEP.0210
DEP.0220
DEP.0230
DEP.0240
DEP.0250
DEP.0260
DEP.0270
DEP.0280
DEP.0290
DEP.0300
DEP.0305
DEP.0310
DEP.0320
DEP.0325
DEP.0330
DEP.0340
DEP.0350
DEP.0360
DEP.0370
DEP.0380
DEP.0390
DEP.0400
DEP.0410
DEP.0420
DEP.0430
DEP.0435
DEP.0440
DEP.0450
DEP.0460
CST.0010
CST.0020
CST.0030
CST.0040
CST.0042
CST.0044
25.DEP.0140
25.DEP.0150
25.DEP.0160
25.DEP.0170
25.DEP.0175
25.DEP.0180
25.DEP.0190
25.DEP.0195
25.DEP.0200
25.DEP.0205
25.DEP.0210
25.DEP.0220
25.DEP.0230
25.DEP.0240
25.DEP.0250
25.DEP.0260
25.DEP.0270
25.DEP.0280
25.DEP.0290
25.DEP.0300
25.DEP.0305
25.DEP.0310
25.DEP.0320
25.DEP.0325
25.DEP.0330
25.DEP.0340
25.DEP.0350
25.DEP.0360
25.DEP.0370
25.DEP.0380
25.DEP.0390
25.DEP.0400
25.DEP.0410
25.DEP.0420
25.DEP.0430
25.DEP.0435
25.DEP.0440
25.DEP.0450
25.DEP.0460
26.CST.0010
26.CST.0020
26.CST.0030
26.CST.0040
26.CST.0042
26.CST.0044
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
For guests with an account balance on tService

The Receptionist hands the guest a SofitService
For guests with zero or no account balanc
Service
The Receptionist places all folios and a Service
Whenever possible, the receptionist goeService
The Receptionist warmly thanks the guest
Service
The Receptionist warmly thanks the Guest
Service
For repeat Guests and AlClub members,Service
th
The Receptionist follows up with "We lo Service
All top VIP Guests are met and escorte Service
All departing Guests are acknowledged by
Magnifiers
Staff are aware of and use the guest's Service
For departing guests, if an immediate luService
An estimated time of pick-up is providedService
The Bell / Porter inquires about guest's Service
The Bell / Porter carefully handles, load Service
The Bell / Porter helps the guest verify Service
The Bell / Porter is conversant with guesService
The Bell / Porter follows luggage storageService
The Bell / Porter provides a personalize Service
If the guest is leaving by taxi, bell boy Service
The Bell / Porter thanks the guest and i Service
If the Guest is requiring his/her car, V Service
The Guest is notified a time of delivery. Service
The Valet retrieves the correct vehicle wService
The Valet returns the vehicle with the Service
The Valet removes all tickets from the caService
The Valet references the parking ticketsService
The Valet positions the car appropriatelyService
The Valet proactively approaches and gre
Staff
The Doorman / Valet provides luggage ass
Service
The Doorman / Valet confirms the amount
Service
The Doorman / Valet assists guests as thService
The Doorman / Valet enquires about Gues
Service
The Doorman /Valet provides a personaliz
Staff
For top VIP (level 4 to 5), Doorman/Vale Staff
The Doorman / Valet extends a thank-you
Staff
The Doorman / Valet provides a farewellStaff
Every staff member (including back offi Staff
The hotel fully complies with the Sofitel Organization
PMS: the property is using a referenced Furniture & Eq
Sales & Catering: if there is more than Furniture & Eq
CST.0046
CST.0048
CST.0051
CST.0052
CST.0054
CST.0056
CST.0060
CST.0070
CST.0080
CST.0090
CST.0100
CST.0110
CST.0120
CST.0130
SUS.0010
SUS.0020
SUS.0030
SUS.0040
SUS.0050
SUS.0060
OCA.0010
OCA.0020
OCA.0030
OCA.0040
OCA.0050
OCA.0060
OCA.0070
OCA.0080
OCA.0090
OCA.0100
OCA.0110
OCA.0120
OCA.0130
OCA.0140
OCA.0150
OCA.0160
PBA.1110
PBA.1120
PBA.1130
PBA.1140
PBA.1150
PBA.1160
PBA.1170
PBA.1180
PBA.1190
26.CST.0046
26.CST.0048
26.CST.0051
26.CST.0052
26.CST.0054
26.CST.0056
26.CST.0060
26.CST.0070
26.CST.0080
26.CST.0090
26.CST.0100
26.CST.0110
26.CST.0120
26.CST.0130
27.SUS.0010
27.SUS.0020
27.SUS.0030
27.SUS.0040
27.SUS.0050
27.SUS.0060
28.OCA.0010
28.OCA.0020
28.OCA.0030
28.OCA.0040
28.OCA.0050
28.OCA.0060
28.OCA.0070
28.OCA.0080
28.OCA.0090
28.OCA.0100
28.OCA.0110
28.OCA.0120
28.OCA.0130
28.OCA.0140
28.OCA.0150
28.OCA.0160
29.PBA.1110
29.PBA.1120
29.PBA.1130
29.PBA.1140
29.PBA.1150
29.PBA.1160
29.PBA.1170
29.PBA.1180
29.PBA.1190
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
Point of Sales: the property is using a r Furniture & Eq

Reservation system: the property is usi Furniture & Eq
Desktop software: the property is using Furniture & Eq
Back Office: the property is using GrandFurniture & Eq
The property is connected to Accor NetwFurniture & Eq
Guest Satisfaction Survey: the property F
i urniture & Eq
The hotel fully complies with the Sofite Organization
The hotel fully complies with the Sofite Organization
The hotel is using fluocompact spots forSustainable De
The hotel is recycling packaging and carSustainable De
The hotel is recycling paper, newspaperSustainable De
The hotel is recycling glasses.
Sustainable De
The hotel is recycling batteries.
Sustainable De
The hotel is recycling fluocompact tubesSustainable De
Outdoor Common Areas Building Faade/
Cleanliness
Outdoor Common Areas Building Faade/
Condition
Outdoor Common Areas Building Signage
Cleanliness
Outdoor Common Areas Building SignagCondition
Outdoor Common Areas Entrance DoorsCleanliness
Outdoor Common Areas Entrance DoorsCondition
Outdoor Common Areas Front Entrance (C
Cleanliness
Outdoor Common Areas Front Entrance (Condition
Outdoor Common Areas Landscaped Area
Cleanliness
Outdoor Common Areas Landscaped Area
Condition
Outdoor Common Areas Outdoor Furniture
Cleanliness
Outdoor Common Areas Outdoor Furniture
Condition
Outdoor Common Areas Parking/Pavement
Cleanliness
Outdoor Common Areas Parking/Pavemen
Condition
Outdoor Common Areas Property VehicleCleanliness
Outdoor Common Areas Property VehicleCondition
Public Areas Bell Stand/Bell Carts and E Cleanliness
Public Areas Bell Stand/Bell Carts and E Condition
Public Areas Business Center (CleanlinesCleanliness
Public Areas Business Center (Condition)Condition
Public Areas Ceiling/Lighting/Light Fixtu Cleanliness
Public Areas Ceiling/Lighting/Light Fixtu Condition
Public Areas Floor (Cleanliness)
Cleanliness
Public Areas Floor (Condition)
Condition
Public Areas Front Desk/Concierge Desk/Cleanliness
PBA.1200
PBA.1210
PBA.1220
PBA.1230
PBA.1240
PBA.1250
PBA.1260
PBA.1270
PBA.1280
PBA.1290
PBA.1300
COR.0010
COR.0020
COR.0030
COR.0040
COR.0050
COR.0060
COR.0070
COR.0080
COR.0090
COR.0100
COR.0110
COR.0120
COR.0130
COR.0140
RST.0010
RST.0020
RST.0030
RST.0040
RST.0050
RST.0060
RST.0070
RST.0080
RST.0090
RST.0100
BAR.1390
BAR.1400
BAR.1410
BAR.1420
BAR.1430
BAR.1440
BAR.1450
BAR.1460
BAR.1470
BAR.1480
29.PBA.1200
29.PBA.1210
29.PBA.1220
29.PBA.1230
29.PBA.1240
29.PBA.1250
29.PBA.1260
29.PBA.1270
29.PBA.1280
29.PBA.1290
29.PBA.1300
30.COR.0010
30.COR.0020
30.COR.0030
30.COR.0040
30.COR.0050
30.COR.0060
30.COR.0070
30.COR.0080
30.COR.0090
30.COR.0100
30.COR.0110
30.COR.0120
30.COR.0130
30.COR.0140
31.RST.0010
31.RST.0020
31.RST.0030
31.RST.0040
31.RST.0050
31.RST.0060
31.RST.0070
31.RST.0080
31.RST.0090
31.RST.0100
32.BAR.1390
32.BAR.1400
32.BAR.1410
32.BAR.1420
32.BAR.1430
32.BAR.1440
32.BAR.1450
32.BAR.1460
32.BAR.1470
32.BAR.1480
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
Public Areas Front Desk/Concierge Desk/Condition

Public Areas Furniture/Fixtures/EquipmenCleanliness
Public Areas Furniture/Fixtures/EquipmenCondition
Public Areas Plantscape (Cleanliness) Cleanliness
Public Areas Plantscape (Condition)
Condition
Public Areas Retail Shops (Cleanliness) Cleanliness
Public Areas Retail Shops (Condition)
Condition
Public Areas Signage/Reader Boards (CleCleanliness
Public Areas Signage/Reader Boards (Con
Condition
Public Areas Walls/Windows/Window TreaCleanliness
Public Areas Walls/Windows/Window TreaCondition
Corridors/Elevators/Stairwells Ceiling (ClCleanliness
Corridors/Elevators/Stairwells Ceiling (C Condition
Corridors/Elevators/Stairwells Door Numb
Cleanliness
Corridors/Elevators/Stairwells Door NumCondition
Corridors/Elevators/Stairwells Elevator Cleanliness
Corridors/Elevators/Stairwells Elevator Condition
Corridors/Elevators/Stairwells Floor (Cle Cleanliness
Corridors/Elevators/Stairwells Floor (ConCondition
Corridors/Elevators/Stairwells Lighting/LCleanliness
Corridors/Elevators/Stairwells Lighting/LCondition
Corridors/Elevators/Stairwells Vending ACleanliness
Corridors/Elevators/Stairwells Vending ACondition
Corridors/Elevators/Stairwells Walls/Wi Cleanliness
Corridors/Elevators/Stairwells Walls/Wi Condition
Public Restroom Ceiling/Vents/Lighting/LiCleanliness
Public Restroom Ceiling/Vents/Lighting/LiCondition
Public Restroom Entrance Door/Walls/Bas
Cleanliness
Public Restroom Entrance Door/Walls/BaCondition
Public Restroom Floor (Cleanliness)
Cleanliness
Public Restroom Floor (Condition)
Condition
Public Restroom Mirrors/Vanity/Sinks/FixtCleanliness
Public Restroom Mirrors/Vanity/Sinks/FixtCondition
Public Restroom Privacy Partitions/ToiletsCleanliness
Public Restroom Privacy Partitions/ToiletsCondition
Beverage Outlet Bar Area (Cleanliness) Cleanliness
Beverage Outlet Bar Area (Condition) Condition
Beverage Outlet Ceiling (Cleanliness) Cleanliness
Beverage Outlet Ceiling (Condition)
Condition
Beverage Outlet China/Glass/Linen/Silver
Cleanliness
Beverage Outlet China, Glass, Linen andCondition
Beverage Outlet Floor (Cleanliness)
Cleanliness
Beverage Outlet Floor (Condition)
Condition
Beverage Outlet Lighting/Light Fixtures/Cleanliness
Beverage Outlet Lighting/Light Fixtures/Condition
BAR.1490
BAR.1500
BAR.1510
BAR.1520
BAR.1530
BAR.1540
DIN.2360
DIN.2370
DIN.2380
DIN.2390
DIN.2400
DIN.2410
DIN.2420
DIN.2430
DIN.2440
DIN.2450
DIN.2460
DIN.2470
DIN.2480
DIN.2490
DIN.2500
DIN.2510
RBA.2770
RBA.2780
RBA.2790
RBA.2800
RBA.2810
RBA.2820
RBA.2830
RBA.2840
RBA.2850
RBA.2860
RBA.2870
RBA.2880
RBA.2890
RBA.2900
RBA.2910
RBA.2920
RBA.2930
RBA.2940
RBA.2950
RBA.2960
RBA.2970
RBA.2980
RBA.2990
32.BAR.1490
32.BAR.1500
32.BAR.1510
32.BAR.1520
32.BAR.1530
32.BAR.1540
33.DIN.2360
33.DIN.2370
33.DIN.2380
33.DIN.2390
33.DIN.2400
33.DIN.2410
33.DIN.2420
33.DIN.2430
33.DIN.2440
33.DIN.2450
33.DIN.2460
33.DIN.2470
33.DIN.2480
33.DIN.2490
33.DIN.2500
33.DIN.2510
34.RBA.2770
34.RBA.2780
34.RBA.2790
34.RBA.2800
34.RBA.2810
34.RBA.2820
34.RBA.2830
34.RBA.2840
34.RBA.2850
34.RBA.2860
34.RBA.2870
34.RBA.2880
34.RBA.2890
34.RBA.2900
34.RBA.2910
34.RBA.2920
34.RBA.2930
34.RBA.2940
34.RBA.2950
34.RBA.2960
34.RBA.2970
34.RBA.2980
34.RBA.2990
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
Beverage Outlet Service Area (CleanlineCleanliness

Beverage Outlet Service Area (ConditionCondition
Beverage Outlet Tables/Chairs/Furniture/Cleanliness
Beverage Outlet Tables/Chairs/ FurnitureCondition
Beverage Outlet Walls/Windows/WindowCleanliness
Beverage Outlet Walls/Windows/WindowCondition
Food Outlet Buffet (Cleanliness)
Cleanliness
Food Outlet Buffet (Condition)
Condition
Food Outlet Ceiling (Cleanliness)
Cleanliness
Food Outlet Ceiling (Condition)
Condition
Food Outlet China/Glass/Linen/Silver (ClCleanliness
Food Outlet China/Glass/Linen/Silver (CoCondition
Food Outlet Floor (Cleanliness)
Cleanliness
Food Outlet Floor (Condition)
Condition
Food Outlet Lighting/Light Fixtures/VentsCleanliness
Food Outlet Lighting/Light Fixtures/VentsCondition
Food Outlet Service Areas (Cleanliness) Cleanliness
Food Outlet Service Areas (Condition) Condition
Food Outlet Tables/Chairs/Furniture/Fixt Cleanliness
Food Outlet Tables/Chairs/Furniture/Fixt Condition
Food Outlet Walls/Windows/Window Treat
Cleanliness
Food Outlet Walls/Windows/Window Treat
Condition
Guest Bathroom Bathtub/Shower Enclosur
Cleanliness
Guest Bathroom Bathtub/Shower Enclosur
Condition
Guest Bathroom Ceiling, Vents/Exhaust F
Condition
Guest Bathroom Ceiling/Vents/Exhaust Fa
Cleanliness
Guest Bathroom Doors/Walls/BaseboardsCleanliness
Guest Bathroom Doors/Walls/BaseboardsCondition
Guest Bathroom Floor (Cleanliness)
Cleanliness
Guest Bathroom Floor (Condition)
Condition
Guest Bathroom Lighting/Light Fixtures (Cleanliness
Guest Bathroom Lighting/Light Fixtures (Condition
Guest Bathroom Linens/Terry/Towel Bar/S
Cleanliness
Guest Bathroom Linens/Terry/Towel Bar/S
Condition
Guest Bathroom Mirrors/Artwork (CleanliCleanliness
Guest Bathroom Mirrors/Artwork (ConditiCondition
Guest Bathroom Toilet/Bidet (CleanlinessCleanliness
Guest Bathroom Toilet/Bidet (Condition) Condition
Guest Bathroom Vanity Fixtures (Cleanli Cleanliness
Guest Bathroom Vanity Fixtures (ConditiCondition
Guest Bathroom Vanity/Sink and Surfaces
Cleanliness
Guest Bathroom Vanity/Sink and Surfaces
Condition
Guest Room Bedding/Bed Linens/Spreads
Cleanliness
Guest Room Bedding/Bed Linens/Spreads
Condition
Guest Room Ceiling (Cleanliness)
Cleanliness
RBA.3000
RBA.3010
RBA.3020
RBA.3030
RBA.3040
RBA.3050
RBA.3060
RBA.3070
RBA.3080
RBA.3090
RBA.3100
RBA.3110
RBA.3120
RBA.3130
RBA.3140
RBA.3150
RBA.3160
RBA.3170
RBA.3180
RBA.3190
RBA.3200
ISM.1270
ISM.1280
ISM.1290
ISM.1300
ISM.1310
ISM.1320
ISM.1330
ISM.1340
ISM.1350
ISM.1360
ISM.1370
ISM.1380
ISM.1390
ISM.1400
FIT.0840
FIT.0850
FIT.0860
FIT.0870
FIT.0880
FIT.0890
FIT.0900
FIT.0910
FIT.0920
FIT.0930
34.RBA.3000
34.RBA.3010
34.RBA.3020
34.RBA.3030
34.RBA.3040
34.RBA.3050
34.RBA.3060
34.RBA.3070
34.RBA.3080
34.RBA.3090
34.RBA.3100
34.RBA.3110
34.RBA.3120
34.RBA.3130
34.RBA.3140
34.RBA.3150
34.RBA.3160
34.RBA.3170
34.RBA.3180
34.RBA.3190
34.RBA.3200
35.ISM.1270
35.ISM.1280
35.ISM.1290
35.ISM.1300
35.ISM.1310
35.ISM.1320
35.ISM.1330
35.ISM.1340
35.ISM.1350
35.ISM.1360
35.ISM.1370
35.ISM.1380
35.ISM.1390
35.ISM.1400
36.FIT.0840
36.FIT.0850
36.FIT.0860
36.FIT.0870
36.FIT.0880
36.FIT.0890
36.FIT.0900
36.FIT.0910
36.FIT.0920
36.FIT.0930
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
Guest Room Ceiling (Condition)

Condition
Guest Room Closet Area/Luggage Rack (C
Cleanliness
Guest Room Closet Area/Luggage Rack (C
Condition
Guest Room Doors/Walls/Baseboards/Heat
Cleanliness
Guest Room Doors/Walls/Baseboards/Heat
Condition
Guest Room Drapes/Sheers/Windows/Pati
Cleanliness
Guest Room Drapes/Sheers/Windows/Pati
Condition
Guest Room Floor (Cleanliness)
Cleanliness
Guest Room Floor (Condition)
Condition
Guest Room Furniture: Dresser/Armoire; Condition
Guest Room Furniture: Dresser/Armoire; Cleanliness
Guest Room Guest Services Directory and
Cleanliness
Guest Room Guest Services Directory and
Condition
Guest Room Lamps/Lighting (CleanlinessCleanliness
Guest Room Lamps/Lighting (Condition) Condition
Guest Room Mini-bar/Glassware/Ice Bucke
Cleanliness
Guest Room Mini-bar/Glassware/Ice Bucke
Condition
Guest Room Mirrors/Artwork (CleanlinessCleanliness
Guest Room Mirrors/Artwork (Condition) Condition
Guest Room Television(s)/Remote Control
Cleanliness
Guest Room Television(s)/Remote Control
Condition
Meeting Room Ceiling (Cleanliness)
Cleanliness
Meeting Room Ceiling (Condition)
Condition
Meeting Room Floor (Cleanliness)
Cleanliness
Meeting Room Floor (Condition)
Condition
Meeting Room Furniture/Fixtures/Equipme
Cleanliness
Meeting Room Furniture/Fixtures/EquipmCondition
Meeting Room Lighting/Light Fixtures/Ven
Cleanliness
Meeting Room Lighting/Light Fixtures/Ven
Condition
Meeting Room Movable Walls/Partitions (Cleanliness
Meeting Room Movable Walls/Partitions (Condition
Meeting Room Pre-Function Area (CleanliCleanliness
Meeting Room Pre-Function Area (ConditCondition
Meeting Room Walls/Windows/Window Tre
Cleanliness
Meeting Room Walls/Windows/Window Tre
Condition
Fitness Facility Ceiling/Lighting/Light Fi Cleanliness
Fitness Facility Ceiling/Lighting/Light Fi Condition
Fitness Facility Entrance/Welcome Desk/Cleanliness
Fitness Facility Entrance/Welcome Desk/Condition
Fitness Facility Exercise Equipment (CleaCleanliness
Fitness Facility Exercise Equipment (Cond
Condition
Fitness Facility Floor Treatments (CleanliCleanliness
Fitness Facility Floor Treatments (ConditiCondition
Fitness Facility Locker Rooms area (Clean
Cleanliness
Fitness Facility Locker Rooms area (Condi
Condition
FIT.0940
FIT.0950
FIT.0960
FIT.0970
BUF.0010
BUF.0020
BUF.0030
BUF.0040
BUF.0050
BUF.0060
BUF.0070
BUF.0080
BUF.0090
BUF.0100
BUF.0110
BUF.0120
BUF.0130
BUF.0150
BUF.0160
BUF.0170
BUF.0180
BUF.0190
BUF.0200
BUF.0210
BUF.0220
BUF.0225
BUF.0230
BUF.0240
BUF.0250
BUF.0260
BUF.0270
BUF.0280
BUF.0290
BUF.0300
BUF.0310
BUF.0320
BUF.0330
BUF.0340
BUF.0350
BUF.0360
BUF.0370
BUF.0380
BUF.0390
BUF.0400
BUF.0410
36.FIT.0940
36.FIT.0950
36.FIT.0960
36.FIT.0970
37.BUF.0010
37.BUF.0020
37.BUF.0030
37.BUF.0040
37.BUF.0050
37.BUF.0060
37.BUF.0070
37.BUF.0080
37.BUF.0090
37.BUF.0100
37.BUF.0110
37.BUF.0120
37.BUF.0130
37.BUF.0150
37.BUF.0160
37.BUF.0170
37.BUF.0180
37.BUF.0190
37.BUF.0200
37.BUF.0210
37.BUF.0220
37.BUF.0225
37.BUF.0230
37.BUF.0240
37.BUF.0250
37.BUF.0260
37.BUF.0270
37.BUF.0280
37.BUF.0290
37.BUF.0300
37.BUF.0310
37.BUF.0320
37.BUF.0330
37.BUF.0340
37.BUF.0350
37.BUF.0360
37.BUF.0370
37.BUF.0380
37.BUF.0390
37.BUF.0400
37.BUF.0410
P
P
P
P
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P
P
P
P
P
P
P
P
P
P
P
Fitness Facility Walls/Windows/Window TCleanliness

Fitness Facility Walls/Windows/Window TCondition
Miscellaneous (e.g. Swimming Pools, Sau
Cleanliness
Miscellaneous (e.g. Swimming Pools, Sau
Condition
Buffet Lunch is served at a minimum froOrganization
Buffet Dinner is served at a minimum fr Organization
A La carte is available in Buffet restau Organization
The restaurant is ready to provide serv Service
Staff wears their full uniform including Brand
The staff is knowledgeable about buffet Staff
Staff
Food is attractive and elegantly presentService
Food is served at the correct temperaturService
Food appears fresh and delicious. Food Service
The Manager's presence is visible.
Staff
Service
Furniture & Eq
Magnifiers
After the sunset, the restaurant sets up Magnifiers
Cleanliness &
Furniture & Eq
o
&
Doors/Walls/Ceiling/Paint/Windows and ot
Cleanliness &
Wall/Ceiling vents and panels are clean a
Cleanliness &
cl
&
Cleanliness &
BUF.0420
BUF.0430
BUF.0440
BUF.0450
BUF.0460
BUF.0470
BUF.0480
BUF.0490
BUF.0500
BUF.0510
BUF.0520
BUF.0530
BUF.0540
BUF.0550
BUF.0560
BUF.0570
BUF.0580
BUF.0590
BUF.0600
BUF.0610
BUF.0620
BUF.0630
BUF.0640
BUF.0650
BUF.0660
BUF.0670
BUF.0680
BUF.0690
BUF.0750
BUF.0760
BUF.0770
BUF.0790
37.BUF.0420
37.BUF.0430
37.BUF.0440
37.BUF.0450
37.BUF.0460
37.BUF.0470
37.BUF.0480
37.BUF.0490
37.BUF.0500
37.BUF.0510
37.BUF.0520
37.BUF.0530
37.BUF.0540
37.BUF.0550
37.BUF.0560
37.BUF.0570
37.BUF.0580
37.BUF.0590
37.BUF.0600
37.BUF.0610
37.BUF.0620
37.BUF.0630
37.BUF.0640
37.BUF.0650
37.BUF.0660
37.BUF.0670
37.BUF.0680
37.BUF.0690
37.BUF.0750
37.BUF.0760
37.BUF.0770
37.BUF.0790
P
P
P
P
P
P
P
P
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P
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P
P
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P
P
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P
P
P
P
P
P
P
P
P
P
P
BUF.0820
BUF.0830
BUF.0840
BUF.0850
BUF.0860
BUF.0870
BUF.0880
BUF.0890
BUF.0900
BUF.0910
BUF.0920
BUF.0930
37.BUF.0820
37.BUF.0830
37.BUF.0840
37.BUF.0850
37.BUF.0860
37.BUF.0870
37.BUF.0880
37.BUF.0890
37.BUF.0900
37.BUF.0910
37.BUF.0920
37.BUF.0930
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P

i
A footstool for ladies bags or a bag hangService
Magnifiers
Magnifiers
A children's menu is available.
Organization
Service
Staff
Service
Vacated tables are cleaned and re-set i Service
Furniture & Eq
Table tops include clean and full salt an Furniture & Eq
Table settings include dining knives andFurniture & Eq
Lunch and dinner place settings include Furniture & Eq
According to the concept and design of th
Magnifiers
A crystal or porcelain ashtray is placed Furniture & Eq
Buffet includes minimum 6 salads with 3Organization
Buffet includes minimum Four Action Cook
Organization
Local and seasonal specialties are availaOrganization
Buffet is reflecting the concept of resta Brand
Buffet presentation / selections are upd Organization
All reasonable guest requests for speci Service
For aperitive or after dinner, beverage Service
Local preferred alcoholic beverage produService
Champagne meeting Sofitel Beverage speci
Service
Champagne by the glass includes a minim
Service
Champagne by the bottle (1/2 bottle) inc
Service
Champagne by the bottle (normal bottles
Service
Bottled water is suggested at all meal pe
Service
The water is poured at the table by the w
Service
The soft drink is poured at the table by tService
Beers are served in the appropriate styl Service
Wine is served in the appropriate premiuService
BUF.0940
BUF.0950
BUF.0960
BUF.0970
BUF.0980
BUF.0985
BUF.0990
BUF.1000
BUF.1010
BUF.1020
BUF.1030
BUF.1040
BUF.1050
BUF.1060
BUF.1070
BUF.1080
BUF.1090
BUF.1100
BUF.1110
BUF.1120
BUF.1130
BUF.1140
BUF.1150
BUF.1160
BUF.1170
BUF.1180
BUF.1190
BUF.1210
BUF.1220
BUF.1230
BUF.1240
BUF.1250
BUF.1260
BUF.1270
BUF.1280
BUF.1290
BUF.1300
BUF.1310
BUF.1320
BUF.1330
BUF.1340
BUF.1350
BUF.1360
BUF.1370
BUF.1380
37.BUF.0940
37.BUF.0950
37.BUF.0960
37.BUF.0970
37.BUF.0980
37.BUF.0985
37.BUF.0990
37.BUF.1000
37.BUF.1010
37.BUF.1020
37.BUF.1030
37.BUF.1040
37.BUF.1050
37.BUF.1060
37.BUF.1070
37.BUF.1080
37.BUF.1090
37.BUF.1100
37.BUF.1110
37.BUF.1120
37.BUF.1130
37.BUF.1140
37.BUF.1150
37.BUF.1160
37.BUF.1170
37.BUF.1180
37.BUF.1190
37.BUF.1210
37.BUF.1220
37.BUF.1230
37.BUF.1240
37.BUF.1250
37.BUF.1260
37.BUF.1270
37.BUF.1280
37.BUF.1290
37.BUF.1300
37.BUF.1310
37.BUF.1320
37.BUF.1330
37.BUF.1340
37.BUF.1350
37.BUF.1360
37.BUF.1370
37.BUF.1380
P
P
P
P
P
P
P
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P
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P
P
P
P
P
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P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
Champagne is served in chilled champag

Service
The spirits are served in the appropriat Service
The cocktails are served in the appropri Service
There is a focal point of cheese display Magnifiers
There is a focal point of bread display. Magnifiers
There is a minimum of 5 types of bread M
a agnifiers
Wine lists meet Sofitel Main Restaurant Service
Wine lists meet Sofitel Wine Program spService
Wine by the glass is 150 ml or 450 ml byService
Wine lists meet Sofitel Wine Program spe
Service
The staff is knowledgeable regarding wiService
Wine Flight service is offered in the di Service
Furniture & Eq
The graphic design and fonts of labels are
Organization
Furniture & Eq
Service
Service
Service
Buffet themes are exciting and changedService
o
Local and international (minimum two) di
Service
st
Staff proactively seeks to fulfill guest d Service
Culinary and restaurant staff is knowl Service
Furniture & Eq
Staff greet callers saying "Sofitel..., re Magnifiers
Staff is helpful and enthusiastic addressService
When reservation times are not available
Service
Staff repeats the important reservation Staff
If a guest calls to cancel a reservation, Staff
Reservation commitments and special reStaff
Staff shares specific reservation inform Service
t
BUF.1390
BUF.1400
BUF.1410
BUF.1420
BUF.1430
BUF.1440
BUF.1450
BUF.1460
BUF.1470
BUF.1480
BUF.1490
BUF.1500
BUF.1510
BUF.1520
BUF.1530
37.BUF.1390
37.BUF.1400
37.BUF.1410
37.BUF.1420
37.BUF.1430
37.BUF.1440
37.BUF.1450
37.BUF.1460
37.BUF.1470
37.BUF.1480
37.BUF.1490
37.BUF.1500
37.BUF.1510
37.BUF.1520
37.BUF.1530
BUF.1560
BUF.1570
BUF.1580
BUF.1590
BUF.1600
BUF.1610
BUF.1620
BUF.1650
BUF.1660
37.BUF.1560
37.BUF.1570
37.BUF.1580
37.BUF.1590
37.BUF.1600
37.BUF.1610
37.BUF.1620
37.BUF.1650
37.BUF.1660
BUF.1680
BUF.1720
BUF.1730
BUF.1740
BUF.1750
BUF.1760
BUF.1770
BUF.1780
BUF.1790
BUF.1800
BUF.1820
BUF.1840
BUF.1850
BUF.1860
37.BUF.1680
37.BUF.1720
37.BUF.1730
37.BUF.1740
37.BUF.1750
37.BUF.1760
37.BUF.1770
37.BUF.1780
37.BUF.1790
37.BUF.1800
37.BUF.1820
37.BUF.1840
37.BUF.1850
37.BUF.1860
BUF.1910
BUF.1920
BUF.1930
37.BUF.1910
37.BUF.1920
37.BUF.1930
P
P
P
P
P
P
P
P
P
P
P
P
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P
P
P
P
P
P
P
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P
P
P
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P
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The staff verifies whether the guest hasStaff

Staff
The staff verifies smoking preference (ifStaff
Staff maintains communication with waiStaff
t
The staff escorts the guests to preparedService
Staff escorts guests using the preferred Staff
r
The location and direction of the buffet iStaff
Staff pulls chairs out for guests, begin Staff
The staff unfolds the napkin and carefullStaff
Staff hands the guests the correct cleanService
The staff introduces themselves (if not aStaff
Staff offers/presents bar and wine list t Service
The staff follows up with the proper servService
The staff offers the choice of sparkling or
Service
Staff returns with the aperitif /beverage Service
Staff checks back with the guest within Service
The staff is expressive and enthusiastic Staff
The staff is knowledgeable about the meService
The buffet staff is knowledgeable about Service
Staff acts to satisfy special dietary or Service
When the buffet is selected by the guest,
Service
The staff removes the food menus (and Service
wi
Service
The staff proposes the Bread Basket andService
The butter is fresh, open and covered wiService
The extra virgin olive oil is poured on spe
Service
Staff serves ladies and children first,
Service
Staff clears aperitif / drink glasses if e Service
Service
Staff clears the plates and used cutlery Service
Staff wishes the guests "Bon appetit" Staff
Service
Staff offers additional water and wine seService
The staff (Sommelier/wine expert/waiter)
Service
Wines in the flight are served in identicaService
BUF.1940
BUF.1950
BUF.1960
BUF.1970
BUF.1980
BUF.1990
BUF.2000
BUF.2010
BUF.2020
BUF.2030
BUF.2040
BUF.2050
37.BUF.1940
37.BUF.1950
37.BUF.1960
37.BUF.1970
37.BUF.1980
37.BUF.1990
37.BUF.2000
37.BUF.2010
37.BUF.2020
37.BUF.2030
37.BUF.2040
37.BUF.2050
BUF.2070
BUF.2080
BUF.2090
BUF.2120
BUF.2130
BUF.2140
37.BUF.2140
BUF.2160
BUF.2170
BUF.2180
BUF.2190
BUF.2200
BUF.2210
BUF.2220
BUF.2230
BUF.2240
BUF.2250
BUF.2260
BUF.2270
BUF.2280
BUF.2290
BUF.2300
BUF.2310
BUF.2320
BUF.2330
BUF.2340
BUF.2350
BUF.2360
BUF.2370
BUF.2380
BUF.2390
BUF.2400
BUF.2410
BUF.2420
37.BUF.2180
37.BUF.2190
37.BUF.2200
37.BUF.2210
37.BUF.2220
37.BUF.2230
37.BUF.2240
37.BUF.2250
37.BUF.2260
37.BUF.2270
37.BUF.2280
37.BUF.2290
37.BUF.2300
37.BUF.2310
37.BUF.2320
37.BUF.2330
37.BUF.2340
37.BUF.2350
37.BUF.2360
37.BUF.2370
37.BUF.2380
37.BUF.2390
37.BUF.2400
37.BUF.2410
37.BUF.2420
P
P
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Service
The staff introduces each wine and talksService
o
There is a minimum of five choices of c Magnifiers
The staff is able to describe the flavor pService
If the guest orders cheese, new plates, aService
There is a minimum of six pastries (PastrMagnifiers
The staff is able to describe the pastriesService
The staff suggests beverages, including Service
Staff comments positively on the items Service
Staff delivers the hot beverages to the Service
Staff delivers the digestive / liquor (wit Service
Staff clears dessert, cheese, ice cream pService
At the conclusion of the meal, the staff Service
Staff gains permission from the guest beService
Staff collects payment in a timely manne
Service
Staff offers assistance with chairs once Service
All members of staff offer appropriate hoService
The Lunch/Dinner staff updates the Guest
Organization
Food Outlet Buffet (Cleanliness)
Cleanliness
Food Outlet Buffet (Condition)
Condition
Food Outlet Ceiling (Cleanliness)
Cleanliness
Food Outlet Ceiling (Condition)
Condition
Food Outlet China/Glass/Linen/Silver (ClCleanliness
Food Outlet China/Glass/Linen/Silver (CoCondition
Food Outlet Floor (Cleanliness)
Cleanliness
Food Outlet Floor (Condition)
Condition
Food Outlet Lighting/Light Fixtures/VentsCleanliness
Food Outlet Lighting/Light Fixtures/VentsCondition
BUF.2430
BUF.2440
BUF.2450
BUF.2460
BUF.2470
BUF.2480
37.BUF.2430
37.BUF.2440
37.BUF.2450
37.BUF.2460
37.BUF.2470
37.BUF.2480
P
P
P
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Food
Food
Food
Food
Food
Food
Outlet
Outlet
Outlet
Outlet
Outlet
Outlet
Service Areas (Cleanliness) Cleanliness

Service Areas (Condition) Condition
Tables/Chairs/Furniture/Fixt Cleanliness
Tables/Chairs/Furniture/Fixt Condition
Walls/Windows/Window Treat
Cleanliness
Walls/Windows/Window Treat
Condition
dept
sub_dept type
ReservationReservationPre-Arrival
Sales
Sales
Sales Initiati
Sales
Sales
Sales Initiati
Sales
Sales
Sales Initiati
Sales
Sales
Sales Initiati
Sales
Sales
Sales Initiati
Sales
Sales
Sales Initiati
Sales
Sales
Sales Initiati
sub_grouppoints brand
General
1 Sofitel
General
1 Sofitel
General
1 Sofitel
General
1 Sofitel
Training
1 Sofitel
General
1 Sofitel
Appearance
1 Sofitel
Appearance
1 Sofitel
Contact
1 Sofitel
Contact
1 Sofitel
Personalizat
1 Sofitel
Contact
1 Sofitel
Contact
1 Sofitel
Qualificatio
1 Sofitel
Qualificatio
1 Sofitel
Qualificatio
1 Sofitel
Personalizat
1 Sofitel
Personalizat
1 Sofitel
Qualificatio
1 Sofitel
Qualificatio
1 Sofitel
Fit For Busi
1 Sofitel
Qualificatio
1 Sofitel
Qualificatio
1 Sofitel
Confirmatio
1 Sofitel
Confirmatio
1 Sofitel
Confirmatio
1 Sofitel
Confirmatio
1 Sofitel
Closing
1 Sofitel
Closing
1 Sofitel
Closing
1 Sofitel
Closing
1 Sofitel
Cancellation
1 Sofitel
Cancellation
1 Sofitel
Cancellation
1 Sofitel
Cancellation
1 Sofitel
Cancellation
1 Sofitel
Personalizat
1 Sofitel
Step Progra
1 Sofitel
Step Progra
1 Sofitel
Language
1 Sofitel
Step Progra
1 Sofitel
Step Progra
1 Sofitel
Step Progra
1 Sofitel
Step Progra
1 Sofitel
segment
SA & QA
SA & QA
SA & QA
SA & QA
SA
SA & QA
SA & QA
SA & QA
SA & QA
SA & QA
SA & QA
SA & QA
SA & QA
SA & QA
SA & QA
SA & QA
SA
SA & QA
SA & QA
SA & QA
SA & QA
SA & QA
SA & QA
SA & QA
SA & QA
SA & QA
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SA & QA
SA & QA
SA & QA
SA & QA
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Sales
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Guest ServiHuman Reso
Pre-Arrival General
Pre-Arrival General
Pre-Arrival Training
Pre-Arrival Appearance
Pre-Arrival General
Pre-Arrival Language
Pre-Arrival VIP
Pre-Arrival Personalizat
Pre-Arrival VIP
Pre-Arrival VIP
Pre-Arrival VIP
Pre-Arrival VIP
Pre-Arrival VIP
Pre-Arrival VIP
Pre-Arrival VIP
Property TourShow Aroun
Property Even
Events
Transfer
Transfer
Pre-Arrival General
Transfer
Transfer
Pre-Arrival General
Transfer
Transfer
Transfer
Transfer
Pre-Arrival General
Transfer
Transfer
Pre-Arrival Greeting
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Pre-Arrival Transfer
Transfer
Transfer
Pre-Arrival Limousine
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
SA
SA
SA
SA
SA
SA
SA
SA
SA
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SA
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SA
SA
SA
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SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Transfer
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
Door/Bell
StDoor and Vale
Staffing
StDoor and Vale
Appearance
StDoor and Vale
Appearance
StDoor and Vale
Parking
StDoor and Vale
General
StDoor and Vale
Parking
StDoor and Vale
Parking
StDoor and Vale
Parking
StDoor and Vale
Parking
StDoor and Vale
Parking
StDoor and Vale
Parking
StDoor and Vale
Parking
StDoor and Vale
Physical En
StDoor and Vale
Physical En
StDoor and Vale
Physical En
StDoor and Vale
Physical En
StDoor and Vale
Physical En
StDoor and Vale
Physical En
StDoor and Vale
Physical En
StDoor and Vale
Physical En
StDoor and Vale
Physical En
StDoor and Vale
Physical En
StDoor and Vale
Physical En
StDoor and Vale
Physical En
StDoor and Vale
Physical En
StDoor and Vale
Physical En
StDoor and Vale
Physical En
StDoor and Vale
Physical En
StDoor and Vale
Signage
StDoor and Vale
Signage
StDoor and Vale
Signage
StDoor and Vale
Signage
StDoor and Vale
Signage
StDoor and Vale
Greeting
StDoor and Vale
Greeting
StDoor and Vale
Greeting
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA &
SA &
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SA &
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Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Arrival
Check In
Check In
Check In
Door/Bell StDoor and Vale

Greeting
Greeting
Greeting
Greeting
Greeting
Greeting
Parking
Greeting
Greeting
Greeting
Greeting
Greeting
Greeting
Luggage ass
Luggage ass
Greeting
Luggage ass
Luggage ass
Luggage ass
Luggage ass
Luggage ass
Luggage ass
Luggage ass
Luggage ass
Luggage ass
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Luggage ass
Personalizat
Delivery wit
Personalizat
Delivery wit
Delivery wit
Delivery wit
Delivery wit
Delivery wit
Delivery wit
Delivery wit
Delivery wit
Delivery wit
Delivery wit
Personalizat
Front Desk Front Desk Ch
General
Front Desk Attitudes
General
Appearance
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
SA &
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Check
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Front
Front
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Front
Front
Front
Front
Front
Front
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Front
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Front
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Front
Front
Front
Desk
Desk
Desk
Desk
Desk
Desk
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Desk
Desk
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Front
Front
Front
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Front
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Front
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Front
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Front
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Desk
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Ch
Appearance
Ch
Training
Ch
Language
Ch
Training
Ch
Front Desk
Ch
Attitudes
Ch
Personalizat
Ch
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Ch
Greeting
Ch
Greeting
Ch
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Ch
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Ch
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Ch
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Ch
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Ch
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Ch
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Ch
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Ch
Personalizat
Ch
Personalizat
Ch
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Ch
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Ch
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Ch
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Ch
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Ch
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Ch
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Ch
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Ch
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Ch
Personalizat
Ch
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Ch
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Ch
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Ch
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Ch
Registration
Ch
Closing
Ch
Closing
Ch
Closing
Ch
Closing
Ch
Personalizat
Ch
Registration
Ch
Registration
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
SA
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& QA
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Spas
Spas
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Spas
Spas
Spas
Spas
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Spas
Spas
Spas
Spas
Spas
Spas
Spas
Spas
Spas
Spas
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Spa
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
Property
FacilLockers
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FacilReservation
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FacilReservation
FacilReservation
FacilPersonalizat
FacilPersonalizat
FacilReservation
FacilReservation
FacilReservation
FacilReservation
FacilReservation
FacilReservation
FacilReservation
FacilReservation
FacilReservation
FacilGreeting
FacilGreeting
FacilPersonalizat
FacilGreeting
FacilGreeting
FacilGreeting
FacilGreeting
FacilGreeting
FacilGreeting
FacilPersonalizat
FacilGreeting
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
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Cover al
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Spas
Spa
Spas
Spa
Spas
Spa
Spas
Spa
Spas
Spa
Spas
Spa
Spas
Spa
Spas
Spa
Spas
Spa
Spas
Spa
Spas
Spa
Spas
Spa
Spas
Spa
Spas
Spa
Spas
Spa
Spas
Spa
Spas
Spa
Spas
Spa
Spas
Spa
Spas
Spa
Spas
Spa
Spas
Spa
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
Property FacilTreatment
Property FacilClosing
Ro InspiredMeetiGeneral
Ro InspiredMeetiAppearance
Ro InspiredMeetiTraining
Ro InspiredMeetiPersonalizat
Ro InspiredMeetiLanguage
Ro InspiredMeetiCollaterals
Ro InspiredMeetiContact
Ro InspiredMeetiQualificatio
Ro InspiredMeetiFit For Busi
Ro InspiredMeetiClosing
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
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SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
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InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
Ro InspiredMeetiClosing
Ro InspiredMeetiProposal
Ro InspiredMeetiConfirmatio
Ro InspiredMeetiConfirmatio
Ro InspiredMeetiAtmosphere
Ro InspiredMeetiMeeting Ro
Ro InspiredMeetiTechnology
Ro InspiredMeetiAmenities
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
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QA
QA
QA
QA
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
InspiredMeeMeeting
Ro InspiredMeetiConcierge
Ro InspiredMeetiTraining
Ro InspiredMeetiBanqueting
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
InspiredMeeMeeting Ro InspiredMeetiBanqueting
InspiredMeeMeeting Ro InspiredMeetiPersonalizat
Club Millsi Club Level Club MillsimClub Millsi
Club Millsi Club Level Club MillsimStaffing
Club Millsi Club Level Club MillsimTraining
Club Millsi Club Level Club MillsimPersonalizat
Club Millsi Club Level Club MillsimAttitudes
Club Millsi Club Level Club MillsimLanguage
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
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Club
Club
Club
Club
Millsi Club
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Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
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Level
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Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimAtmosphere
MillsimAtmosphere
MillsimAtmosphere
MillsimAtmosphere
MillsimAtmosphere
MillsimAtmosphere
MillsimAtmosphere
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimLinen
MillsimLinen
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimPhysical En
MillsimNewspaper
MillsimNewspaper
MillsimNewspaper
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
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Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
Level
Club MillsimNewspaper
Club MillsimGreeting
InspiredMeetiAppearance
InspiredMeetiAppearance
Club MillsimClub Millsi
Club MillsimClub Millsi
Club MillsimPersonalizat
Club MillsimRegistration
Club MillsimNewspaper
Front Desk Ch
Personalizat
Front Desk Ch
Personalizat
Front Desk Ch
Personalizat
Front Desk Ch
Personalizat
Front Desk Ch
Personalizat
Club MillsimButler
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
2 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
Club
Club
Club
Club
Club
Club
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Club
Club
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Club
Club
Club
Club
Club
Club
Club
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Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Millsi Club
Level
Level
Level
Level
Level
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Club
Club
Club
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Club
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Club
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Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
Club
MillsimPersonalizat
MillsimButler
MillsimPersonalizat
MillsimButler
MillsimButler
MillsimButler
MillsimButler
MillsimPersonalizat
MillsimButler
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Mills
MillsimClub Mills
MillsimClub Mills
MillsimClub Mills
MillsimClub Mills
MillsimClub Mills
MillsimClub Mills
MillsimClub Mills
MillsimClub Mills
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
MillsimClub Millsi
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
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SA
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SA
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SA
SA
SA
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SA
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SA

Club Millsi Club Level Club MillsimClub Mills
Club Millsi Club Level Club MillsimDeparture
Employee Ar
Back of HouBack of the Atmosphere
Employee Ar
Back of HouBack of the Atmosphere
Employee Ar
Back of HouBack of the Physical En
Employee Ar
Employee Ar
Employee Ar
Employee Ar
Employee Ar
Employee Ar
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Employee Ar
Back of HouBack of the Information
Employee Ar
Employee Ar
Back of HouBack of the Lockers
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
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1 Sofitel
1 Sofitel
1 Sofitel
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1 Sofitel
1 Sofitel
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1 Sofitel
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1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
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Comment
QA
QA
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
BeverServing
BeverServing
BeverServing
BeverMise en sce
BeverMise en sce
BeverMise en sce
BeverMise en sce
BeverMise en sce
BeverBeverages
BeverBeverages
BeverBeverages
BeverBeverages
BeverBeverages
BeverWine Flight
BeverWine Servic
BeverBuffet
BeverBuffet
BeverBuffet
BeverBuffet
BeverBuffet
BeverBuffet
BeverBuffet
BeverBuffet
BeverBuffet
BeverBuffet
BeverBuffet
BeverBuffet
BeverBuffet
BeverBuffet
BeverBuffet
BeverBuffet
BeverBuffet
BeverReservation
BeverReservation
BeverReservation
BeverPersonalizat
BeverPersonalizat
BeverReservation
BeverReservation
BeverReservation
BeverReservation
BeverReservation
BeverPersonalizat
BeverGreeting
BeverGreeting
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
QA
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA
SA &
QA
SA &
SA &
SA &
SA &
SA &
SA &
QA
QA
SA &
QA
QA
SA &
SA &
SA &
SA &
SA &
SA &
SA &
QA
QA
SA &
SA &
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
Comment
Comment
New line item as
Comment
Comment
Comment
Comment
Comment
Comment
QA
QA
QA
QA
QA
QA
QA
Comment
QA
Make res
QA
QA
QA
QA
QA
QA
QA
Please c
QA
QA
Insert d
Please c
Please s
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
BeverPersonalizat
BeverPersonalizat
BeverPersonalizat
BeverGreeting
BeverGreeting
BeverGreeting
BeverGreeting
BeverGreeting
BeverGreeting
BeverGreeting
BeverGreeting
BeverGreeting
BeverGreeting
BeverGreeting
BeverGreeting
BeverGreeting
BeverOrdering
BeverOrdering
BeverPersonalizat
BeverOrdering
BeverOrdering
BeverServing
BeverServing
BeverOrdering
BeverOrdering
BeverOrdering
BeverOrdering
BeverOrdering
BeverOrdering
BeverOrdering
BeverServing
BeverBread
BeverServing
BeverServing
BeverServing
BeverServing
BeverServing
BeverServing
BeverServing
BeverServing
BeverServing
BeverServing
BeverServing
BeverWine Servic
BeverWine Flight
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA
SA
Skip sta
Please
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Please
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
Please c
Please
Please
Comment
Please
Comment
Comment
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
&
BeverWine Flight
BeverWine Flight
BeverWine Flight
BeverWine Flight
BeverWine Flight
BeverWine Flight
BeverWine Servic
BeverWine Servic
BeverWine Servic
BeverWine Servic
BeverWine Servic
BeverWine Servic
BeverCheese Serv
BeverCheese Serv
BeverCheese Serv
BeverPastries
BeverPastries
BeverClosing
BeverClosing
BeverClosing
BeverClosing
BeverClosing
BeverClosing
BeverClosing
BeverClosing
BeverClosing
BeverBilling
BeverBilling
BeverBilling
BeverBilling
BeverBilling
BeverClosing
BeverClosing
BeverClosing
BeverPersonalizat
BeverPhysical En
BeverPhysical En
BeverPhysical En
BeverPhysical En
BeverPhysical En
BeverPhysical En
BeverPhysical En
BeverPhysical En
BeverPhysical En
BeverPhysical En
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
SA &
QA
QA
SA &
QA
QA
QA
QA
QA
QA
QA
SA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
QA
Please
QA
Please
Please
Comment
Comment
Buffet
Buffet
Buffet
Buffet
Buffet
Buffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaBuffet
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
RestaFood
&
&
&
&
&
&
BeverPhysical
BeverPhysical
BeverPhysical
BeverPhysical
BeverPhysical
BeverPhysical
En
En
En
En
En
En
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
1 Sofitel
QA
QA
QA
QA
QA
QA
version firm
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Addition
Modify?
Delete?
Yes
YES,std.
YES,std.
YES,std.
Yes
Yes
YES,std.
YES,std.
YES,std.
YES
YES,std.
Waiver
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES
Yes,Std.
Yes
YES,Std.
Yes
YES,std.
YES,std.
YES, std.
Yes, std.
YES
Yes,Std
YES
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES
YES, category
YES,Std.
YES,std.
YES
YES,Std.
YES, category
YES,Std.
2010.1 Accor
New standard as of
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
Yes
YES
YES, category
Yes
YES
YES
YES,Std.
YES,Std.
YES
YES,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
New line item as Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Both
Yes
Yes
Yes
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES,Std.
Yes
YES,Std.
YES,Std.
YES,Std.
YES
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
New standard as of
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
New as of 2011, as
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
Yes
YES, category
YES, category
YES,Std.
Yes
YES,Std.
YES,Std.
YES,Std.
YES
Yes, Std.
Yes, Std.
New
YES
YES, std.
YES, std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
New standard as oAccor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES
YES, category
YES, std.
YES
YES, std.
Yes
YES
YES
YES
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES
YES
YES,Std.
YES,Std.
YES
YES
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
New as of 2011, Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES
YES,Std.
YES
YES
YES,Std.
YES,Std.
YES,Std.
YES, category
YES
YES
YES
YES
Yes
YES, std.
Yes
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
YES
YES,Std.
YES
YES,Std.
YES
YES,Std.
YES
YES,Std.
YES
YES,Std.
YES
YES
YES
YES
YES
YES, category
YES
YES
Yes,Std.
YES,Std.
Yes
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
YES
YES
YES
YES
YES
YES
YES
YES
YES
YES
YES
YES
YES
YES
YES
Yes
YES
YES
YES
Yes
YES,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
Yes, category
wants to move to CL/CO category
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES
YES
YES,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
YES,Std.
YES
YES
YES
YES
YES,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES, category
YES, std.
Yes
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES
YES
Yes,Std.
YES,Std.
YES,Std.
YES,Std.
YES
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Please mark N/A i Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES
YES
YES
YES
YES
YES
YES
YES
YES
YES
YES
YES,Std.
YES
YES,Std.
YES
YES,Std.
Yes
YES
YES
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
YES
YES
YES
YES
YES,Std.
Yes
Yes
Yes
YES,Std.
Yes
YES,Std.
YES
YES
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Yes,Std
Yes,Std
Yes,Std
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
YES, category
YES, category
YES,Std.
YES,Std.
YES,Std.
YES,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
YES,Std.
YES
YES
YES
YES,Std.
YES
YES
YES,Std.
YES
YES,Std.
YES
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
New for 2011, pl Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
YES
Yes
Yes
YES
YES,Std.
YES,Std.
YES
YES,Std.
Yes
YES,Std.
YES
YES,Std.
YES
YES,Std.
YES
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
YES,Std.
YES,Std.
YES
YES, category
YES,Std.
YES
YES
YES
YES
YES
YES
YES
YES,Std.
YES,Std.
YES,Std.
YES
YES,Std.
YES
YES,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Yes,Std.
YES,Std.
YES,Std.
YES
YES,Std.
YES
YES,Std.
YES,Std.
YES,Std.
YES,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
YES,Std.
YES
YES
YES,Std.
YES,Std.
YES,Std.
YES
Yes
YES,Std.
YES
YES,Std.
YES
YES
YES,Std.
YES
YES
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
YES
YES
YES
YES
YES
YES
YES
YES
YES
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES
YES,Std.
YES,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
If no buffet, then Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
YES,Std.
Yes
YES,Std.
YES
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES,Std.
Yes,Std.
YES,Std.
YES,Std.
YES
YES
YES,Std.
YES,Std.
YES,Std.
YES
Yes
YES,Std.
YES,Std.
YES,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES
YES
YES
YES, category
YES, std.
Yes,Std.
YES, category
YES
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
YES
Yes
YES,Std.
YES
YES,Std.
YES
YES
YES
YES
YES
YES
YES
YES
YES
YES
YES
YES,Std.
YES,Std.
YES
YES
YES
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
YES, category
YES,Std.
Yes
YES,Std.
YES
YES
YES,Std.
YES,Std.
YES
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
YES,Std.
YES,std
YES
YES
YES
YES,Std.
YES
YES
YES
YES
YES,Std.
YES,Std.
YES
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
YES
YES,Std.
YES,Std.
YES
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES
YES, category
YES, category
YES
YES,Std.
YES, category
YES, category
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES, std.
Yes,Std.
Yes, category
Yes,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES, category
YES,Std.
YES, category
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
Accor
Accor
YES, category
YES,Std.
YES, category
YES
YES
Yes
Yes
Yes
Accor
Accor
Accor
Accor
Accor
Accor
Accor
2010.1 Accor
2010.1 Accor
Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Yes
Yes
Yes
Yes
Yes
Yes
Yes
YES,Std.
Yes
Yes
YES, category
YES
YES,Std.
YES, std.
YES,Std.
YES
YES
YES,Std.
YES,Std.
YES
YES, category
YES,Std.
YES
Yes
YES
YES, category
YES,Std.
YES, category
YES
YES
YES
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES
YES
YES
YES
YES
YES
YES
YES
YES,Std.
YES
YES
YES
YES
YES,Std.
YES,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Yes, category
YES,Std.
Yes,Std.
YES
YES, category
YES, std.
YES, category
YES, category
YES
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES, category
Yes. Std.
YES,Std.
New
YES,Std.
YES, category
YES
YES, category
YES,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Yes,Std.
Yes,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Yes,Std.
YES, category
YES
YES
YES,Std.
YES
YES, category
Yes, Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES, category
YES,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES, category
YES,Std.
YES,Std.
YES, category
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
YES,Std.
YES,Std.
YES
YES,Std.
YES, category
YES, category
YES
YES,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
YES,Std.
Yes
YES,Std.
YES
YES,Std.
YES
YES
YES
YES
YES,Std.
YES
YES
YES
YES,Std.
YES,Std.
YES
YES
YES
YES,Std.
YES,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
YES,Std.
YES,Std.
YES,Std.
YES,Std.
YES,category
Yes
YES,Std.
YES,Std.
YES,Std.
YES
YES,Std.
Yes
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
Yes
YES,Std.
YES
YES
YES,Std.
YES,Std.
YES,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES, category
New
New
New
New
New
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
standard as oAccor
standard as oAccor
standard as oAccor
standard as oAccor
standard as oAccor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES, category
YES, category
YES, category
YES,Std.
YES,Std
YES,Std
YES,Std
YES,Std
YES,Std
YES,Std.
Yes
YES,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
Please mark valet Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES,Std.
Yes
YES
YES,Std.
Yes
Yes
YES,Std.
YES
YES
Yes
YES,Std.
Yes
YES,Std.
New
New
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
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2010.1 Accor
2010.1 Accor
2010.1 Accor
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2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES, category
YES, Both
Yes, Std.
YES, category
YES
Yes, Std.
YES
Yes
Yes, Std.
YES
Yes, Std.
YES
YES
YES
YES
YES
YES
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
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2010.1 Accor
2010.1 Accor
2010.1 Accor
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2010.1 Accor
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2010.1 Accor
2010.1 Accor
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2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES
YES
YES
YES
YES
Yes, Std.
Yes, Std.
YES
YES
YES
YES
YES
Yes, Std.
Yes, but standard not present

Yes, Std.
YES
YES
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Yes, Std.
Yes, Std.
New
YES
YES
Yes, Std.
Yes, Std.
Yes, Std.
YES
Yes, Std.
Yes, Std.
Yes,Std.
Yes,Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
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2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
YES
YES
YES
YES
YES
YES
YES
YES
Yes, Std.
Yes, Std.
YES
Yes, Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Accor
Accor
Accor
Accor
Accor
2010.1 Accor
Accor
Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Yes, Std.
YES
Yes, Std.
Yes, Std.
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
2010.1 Accor
Sofitel Brand Standards 2012

comp_num
ARR.0020
description
Door services are available at the main entrance 24 hours each day.
ARR.0032
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.
ARR.0035
Ambassador wears their full new Sofitel uniform including the name tag jewelry
meeting Sofitel specifications.
ARR.0050
Vehicle access is kept clear and is secured. Sidewalks are maintained in clear and
safe condition.
ARR.0060
The Porte Cochere and parking area are well organized and traffic is flowing in a well
managed manner.
ARR.0070
There are ample parking spaces or close by parking spaces for the property.
ARR.0080
Parking area is maintained in good condition and is illuminated sufficiently. Parking

areas are clean and free of debris.
ARR.0090
ARR.0100
Parking area provides directional signage to main entrances.

Parking rates and any locally legally required signage (if applicable) are clearly
posted for visibility.
ARR.0110
Vehicles are secured at all times. Vehicles are never unattended with keys in the
ignition.
ARR.0120
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.
ARR.0130
Ambassador treat guest vehicles with care and drive the vehicles safely, abiding by
all local regulations and safety requirements.
ARR.0140
The property has outstanding and unique architectural features. The combination of
all exterior elements provides an outstanding level of curb appeal. The exterior
faade (including windows) is in excellent condition and clean.
ARR.0150
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.
ARR.0180
The Porte Cochre is clean, well maintained, well lighted and in good condition, free
of cracks and structural damage.
ARR.0200
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.
ARR.0230
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.
ARR.0260
There is an extensive variety of landscaping with meticulous attention to detail in

placement and care.
ARR.0280
Landscaping is lush and refreshed seasonally. Landscaping is well maintained, clean

and attractive and is free of weeds, debris and litter.
ARR.0300
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.
ARR.0310
ARR.0312
Signage is clean, in excellent condition, firmly attached, and hoisted.

The Sofitel Name Plate is in place at the entrance of the hotel
ARR.0315
ARR.0320
The hotel is performing the Name Plate Shining Ritual at least once a day in the
(morning and/or evening).
The Sofitel Name Plate is impeccably clean and polished.
ARR.0330
The doorman has a list of all guest arrivals and in-house VIPs, guests in suites and
Club Millsime 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.
ARR.0340
The Doorman or Valet Driver is visible outside the hotel or inside near the entrance,
depending on the layout of the premises.
ARR.0350
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.
ARR.0360
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.
ARR.0362
Guests names are discovered from luggage tags, pictures, guests arrival/rooming
lists,and communicated (via radio contacts for example) discreetly to other
Ambassadors.
ARR.0370
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.)
ARR.0380
Valet uses the guest's name (from the parking or luggage tags) during the parking
experience.
ARR.0400
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.
ARR.0410
For Hotel Guest, the Valet cleans the guest's car windshield with a neutral product
(soft cleaning)
ARR.0420
If it is raining, Doorman or Valet Driver always uses a Sofitel umbrella to accompany

the guest from the vehicle to the hotel.
ARR.0430
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.).
ARR.0440
The Doorman, Valet and Bell ambassadors greet children at eye level.
ARR.0450
The Doorman checks whether the Guest has baggage and suggests that the porter
takes charge of it.
ARR.0460
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.
ARR.0480
ARR.0490
The hotel has a baggage porterage service 24-hours a day, 7 days -a-week.
The hotel entrance is not obstructed by baggage or packages.
ARR.0495
Sofitel umbrellas are available at the front entrance on rainy days.
ARR.0500
Doormen provide luggage assistance to and from the vehicle. The Doorman asks
guest permission to remove airline luggage tags and cleans luggage handles.
ARR.0510
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.
ARR.0520
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.
ARR.0530
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.
ARR.0540
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.
ARR.0550
Porter makes sure that there is no baggage left in the vehicle and takes the number
of the taxi as a precaution.
ARR.0560
Guest carrying their luggage is offered assistance by an Ambassador.
ARR.0570
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.
ARR.0580
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.
ARR.0590
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.
ARR.0600
The number of items is checked with the group before taking the baggage to the
rooms.
ARR.0610
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.
ARR.0620
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.
ARR.0630
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).
ARR.0640
For a delivery of luggage with escort, the Bell / Porter demonstrates how to use the
key and opens the guestroom door for the guest.
ARR.0650
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).
ARR.0660
The Bell /Porter hangs the garment bags in the closet and places suitcases on the
luggage rack for the guest.
ARR.0680
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.
ARR.0700
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.
ARR.0710
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".
ARR.0720
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.
ARR.0730
Baggage is placed on the baggage rack (or wherever convenient), luggage opening
facing the guest
ARR.0740
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.
BAR.0010
All hours of operation comply with local liquor control ordinances.
BAR.0022
The Bar ambassador is well groomed, impeccably dressed (clean and pressed)
demonstrating attention to detail according to the Sofitel Appearance / Look
guidelines.
BAR.0025
The Bar ambassador wears their full new Sofitel uniform including the nametag and
jewelry meeting Sofitel specifications.
BAR.0040
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.
BAR.0050
BAR.0060
BAR.0080
The Bar ambassador is knowledgeable about menu items as well as drinks and food
preparation.
The ambassador has a good command of English and local language.
The ambassador is aware of the specific Sofitel Packages offered and prepares the
related services accordingly (special cocktails,...)
BAR.0100
The environment is comfortable (lighting levels, music volume, air quality, and
temperature).
BAR.0110
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.
BAR.0115
Candles display and accessories (lanterns, chandeliers, candelabras) are elegant,

clean and provide a warm glow.
BAR.0120
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.
BAR.0130
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.
BAR.0140
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.
BAR.0340
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.
BAR.0360
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.
BAR.0380
BAR.0390
Decoration or flowers are the only supply items placed on the front bar.
Fresh garnishes, juices and other cocktail ingredients are properly stored and
handled per Sofitel requirements.
BAR.0400
Bottles of iced champagne are presented on the front bar or in a Champagne trolley.
BAR.0420
Promotional information is communicated by Ambassador and/or discretely placed

on tables bar and/or in the bar check presenter.
BAR.0430
Tables and chairs are clean and well maintained (including tops, bases and legs).
Vacated tables are cleaned immediately.
BAR.0450
Plants and table decorations (where available) are fresh and healthy (clean water) in
keeping with the theme of the dcor.
BAR.0460
Sofitel or bar Logo cocktail coasters (paper, linen or leather) are served with all type
of beverages
BAR.0470
The logo paper, linen or leather cocktail coaster meet Sofitel brand/ Outlet brand
identity and quality specifications.
BAR.0480
Clean, pressed and well maintained linen napkins and the proper service ware
(meeting Sofitel specifications) are provided when food items are served.
BAR.0490
Cocktail stirrers and straws meet Sofitel specifications.
BAR.0500
Materials (napkins, stirrers, straws, etc.) are plain or present the property or Sofitel
logo per Sofitel brand identity requirements.
BAR.0510
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.).
BAR.0520
Daily newspaper(s) in English and the local language are available and in excellent
condition (on line editions are accepted).
BAR.0530
French cultural magazines and publications are available at the bar and in excellent
condition.
BAR.0550
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.)
BAR.0570
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.
BAR.0600
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.
BAR.0610
BAR.0630
Physical menus are printed on premium quality paper. Font is appropriate to theme
of the bar and is big enough for an easy reading.
Menus and beverage lists are presented in English and the local language.
BAR.0640
Beverage menus include spirits, cordials, beer, wine, soft drinks, bottled water and
non-alcoholic offerings meeting Sofitel specifications / Liquor company agreement.
BAR.0650
Menus and beverages lists are offered to Guests upon seating and never preset on
tables.
BAR.0655
Beverage Bar menu includes minimum 8 classic cocktails, 5 creation cocktails and 5
Sofitel ritual cocktails.
BAR.0660
Bars offer food menus including international comfort food, local specialties,
bouchees or canaps selection.
BAR.0670
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.0690
Bar Snacks are served and maintained in a sanitary manner. Only fresh snacks are
presented to guests; once served and left, snacks are discarded.
BAR.0710
Jigger system (or other measuring device) is used to measure and pour alcoholic
beverages; free pouring not permitted.
BAR.0720
Sofitel standardized cocktail recipes and preparation methods are used to prepare
cocktails. Any modification to the original recipe has to be mentioned.
BAR.0730
BAR.0740
BAR.0750
Seasonal, fresh and authentic products are used whenever possible (homemade
syrups, cocktail bases, fresh herbs, fruits, etc.)
The proper garnishes are used for each style and type of drink.
Garnishes, straws, picks, etc. are handled and prepared in a sanitary manner (using
tongs, etc.)
BAR.0760
Front bartenders are professional and demonstrate style and savoir faire when
preparing cocktails to enhance the relations with the guest.
BAR.0780
The preparation of the cocktail is part of the sensation / experience and is

completed in a personalized and interactive manner demonstrating precision and
personality.
BAR.0790
The Manager's presence is visible and the room is perceived as well managed.
BAR.0800
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.
BAR.0810
Club Service (at the table, with the bottle presented to the client before pouring) is
provided for all ultra premium spirits.
BAR.0820
Table service (served from bottle first pour to try) is provided for Wine and
Champagne.
BAR.0830
Premium quality glassware is used. Glassware is clean, sanitized, clear, and free of
chips, cracks or spots.
BAR.0840
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)
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
BAR.0850
Ice is protected with plastic cover and served with appropriate equipment (ice
scoops not glassware).
BAR.0860
The proper condiments are served with all food items, coffee and tea services.
BAR.0870
Condiments, seasoning and sweeteners are presented in an attractive manner.

Bottles and service ware are clean and full.
BAR.0880
Guests are greeted within 20 seconds of their arrival at the entrance of the
beverage outlet.
BAR.0890
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.
BAR.0900
The Ambassador escorts the guests to seating that meets their preference (table,
bar, near window, etc.).
BAR.0910
Repeat guests are welcomed back by name and escorted to their preferred seating.
BAR.0920
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).
BAR.0930
Ambassadors maintains communication with the guests wishing to move to a

preferred table or location and meet commitments as quickly as possible.
BAR.0940
The ambassador seating the guests ensures the tables are properly prepared prior to
seating (clean, etc.).
BAR.0960
The guest is greeted at the table (within one minute of seating).
BAR.0970
BAR.0980
BAR.0990
Ambassador faces the guest when talking to him/her and demonstrates good
posture, and a clear and polite speaking voice.
The ambassador introduces him/herself.
Ambassador learns the guests' name and uses the name at least once during
service.
BAR.1010
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.
BAR.1020
The Ambassador is aware of unavailable menu items and informs the guest during
the order process.
BAR.1030
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.)
BAR.1040
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
BAR.1060
The order is repeated and the guest thanked.

The pace of service meets the guest's needs. Guests are never rushed and never
wait beyond the Sofitel service timing standards.
BAR.1070
Ambassador is attentive to the guests throughout service in a caring but nonintrusive manner. Service is prompt; guests never wait for additional service or their
check.
BAR.1080
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.
BAR.1090
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)
BAR.1100
A la Carte food snack items are served within 15 minutes of ordering.
BAR.1110
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.
BAR.1120
Ambassador offers another beverage in a timely manner (generally when glass is

1/3 full). Additional cocktails are served on fresh cocktail napkins.
BAR.1130
The Ambassador is knowledgeable regarding wine and food pairing and is able to
make suggestions from the wine list.
BAR.1140
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.
BAR.1150
The Ambassador presents the bottle to the guest. After the guest gives the approval
of the wine, the Ambassador opens the bottle.
BAR.1160
The Ambassador pours a taste for the guest who ordered the wine and waits for
approval.
BAR.1170
If, after tasting, the guest declines the bottle of wine, the Ambassador immediately
removes the wine and offers another selection. The Manager is notified.
BAR.1180
After the bottle is accepted, the Ambassador pours the wine, ladies first in equal
amounts to ensure each guest is served.
BAR.1190
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.
BAR.1200
White wines/champagnes are placed in ice bucket. Red wine on a wine coaster.
BAR.1210
The Bar offers a minimum of 3 Wine Flight Service (other types of Flights being
offered).
BAR.1220
Wines must be served in identical high quality wine glasses (Riedel, Schott Zweisel,
Spiegelau).
BAR.1230
The glasses are transferred to the guest's table on a holder left in front of the guest
and holder is removed.
BAR.1240
Wine must be poured in front of the guest at least 50mls so that three serves will
equal one glass of wine @ 150ml.
BAR.1250
A flight card with the description of the wines must be presented with the flights and
the Guest is offered to write its comments.
BAR.1260
The tasting card is of a high quality paper, following Sofitel printing guidelines.
BAR.1280
Ambassador introduces each wine and talk about the Wine Flight concept, the
proposed "binding" themes, the other possibilities and other guests' experiences.
BAR.1300
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.
BAR.1310
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.
BAR.1320
BAR.1330
BAR.1340
The payment is collected when the guest is ready.

The Ambassador remains attentive until the guest departs the Bar.
The Ambassador provides a personalized closing that inquires whether there is
anything else the Ambassador may do for the guest.
BAR.1350
The Ambassador thanks the guest and invites them to return (Bon Voyage, Bonsoir,
Enjoy the rest of your day e.g.).
BAR.1380
At least one bar or lounge outlet with complete beverage service (upon local
legislation) is operated from 10 AM
BCH.0010
The beach and its surroundings are well-maintained, impeccably clean, in

compliance with local regulations.
BCH.0020
Children 14 and under must be accompanied and supervised by an adult unless

otherwise specified by local law.
BCH.0032
The Beach Ambassador is well groomed, impeccably dressed (clean and pressed)
guidelines.
BCH.0035
Beach Ambassador wears their full new Sofitel uniform including the name tag
BCH.0040
All positions have successfully completed the Sofitel Induction Program before being
BCH.0050
Ambassador accesses the Guest History Profile to view other services and
preferences to create a relationship and personalize service.
BCH.0060
There is an excellent quality and variety of beach furniture including, chairs,

lounges, cocktail tables, dining/activity tables, umbrellas, etc.
BCH.0070
Style and quantity of furniture is sufficient to meet guest demands and the size of
the area.
BCH.0080
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.)
BCH.0090
BCH.0100
Operating hours are posted prominently.

Beach rules are posted prominently (including parental supervision and other safety
topics required by Sofitel and local regulations).
BCH.0110
Safety and other required signage is prominently displayed per local regulation.
BCH.0120
Signage indicating whether a lifeguard is on duty is posted and communicates the

necessary information per local regulations.
BCH.0130
Signage indicating beach and surf conditions is prominently posted and meets local
regulations.
BCH.0140
All beach signage is clean and well maintained meeting Sofitel Brand Identity
specifications. Signage is in English and the local language.
BCH.0150
The proper number and type of life safety devices (including life hooks) are
prominently displayed and easily accessible per local regulation.
BCH.0160
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.
BCH.0170
The positioning and construction of lifeguard stations meet Sofitel specifications and
local regulations.
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
BCH.0190
Beach towels meet Sofitel specifications. Towels are clean, free of rips, stains and
tears.
BCH.0220
Chairs and umbrellas are prepared in a ready state prior to beach opening and
immediately refreshed as the guests depart the area.
BCH.0240
The following beach items and services are available to guests: sun block cream,
sunhats/caps, sunglasses and a mineral water spray, cool face towels.
BCH.0280
BCH.0290
Publications are current and in excellent condition, with plastic covers.

Food and beverage service is available at the beach and meets the same quality of
service and product as in property restaurants and bars.
BCH.0300
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.
BCH.0310
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.
BCH.0320
BCH.0330
BCH.0340
BCH.0350
non-alcoholic offerings meeting Sofitel specifications.
Menus and beverage lists are used for up-selling.
Menus and beverage lists presented in English and the local language.
BCH.0360
A full compliment of spirits, cordials, wines, soft drinks, waters, juices and cocktail
mixes is served.
BCH.0370
The mandatory Sofitel core beverage program is followed 100% (pouring and "must
have" brands, depth of choices, etc.)
BCH.0390
cocktails.
BCH.0430
The proper garnishes are used for each style and type of drink.
Garnishes, straws, picks, etc. are handled and prepared in a sanitary manner (using
tongs, etc.)
Premium quality glassware is used.
BCH.0440
Glassware (plastic only) is clean, sanitized, clear, and free of chips, cracks or spots.
BCH.0450
BCH.0460
BCH.0470
BCH.0480
Only plastic glasses and bottles are used on the beach.

The proper condiments and service ware are served with all food items.
Food and beverage items are delivered at the proper temperature.
A Beach Butler is staffed at resorts during beach operating hours.
BCH.0490
Butlers provide complimentary transportation to the beach with necessary amenities

such as chairs, umbrellas, towels, blankets, flip-flops and recreational beach / pool
supplies.
BCH.0500
Butlers arrange local activities and excursions for kayaking, snorkeling, deep-sea
fishing and other beach / water related activities.
BCH.0400
BCH.0410
BCH.0420
BCH.0510
BCH.0540
Ambassador ensures pool areas are clean and crisp and beach rules are respected
and followed.
Guests are greeted within 20 seconds of their arrival at the beach.
BCH.0550
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.
BCH.0560
Ambassador escorts guests to seating areas that meet their needs (lounge chairs,
tables, in the sun or shade, etc.)
BCH.0570
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.
BCH.0580
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.
BCH.0590
Ambassador verifies satisfaction once guests are settled and requested items have
been delivered.
BCH.0600
Ambassador is attentive to the guests throughout service in a caring but nonintrusive 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.
BCH.0610
Ambassador offers beverage replenishment when beverages are 1/3 full.
BCH.0620
Ambassador maintains the table in a clean and orderly fashion throughout service,
removing empty glassware and soiled service ware promptly after gaining guest
permission.
BCH.0630

request.
BCH.0640
The checks are delivered in a Sofitel approved check presenter in excellent condition
and a functioning Sofitel Pen.
BCH.0650
Ambassador offers to help move the guest into the sun or shade as the sun moves
and/or becomes hotter or cooler.
BCH.0660
Ambassador offers additional services related to sun screen, cool mineral water
mists, adjusting umbrellas, reading materials, sun glass cleaning, etc.
BCH.0670

BCH.0680
The Ambassador thanks the guest and invites them to return (Bon Voyage,/ Bonne
journe / Bonne soire)
BCH.0690
There is a variety of beach-related activities offered throughout the day at resorts.
BCH.0700
The activity schedule is promoted and communicated in an inclusive but nonintrusive manner.
BCH.0710
A nanny service is available (complementary or not) to look after babies and very
young children at private beaches operated by Sofitel properties.
BCH.0740
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.
BRK.0010
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.
BRK.0020
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 .
BRK.0030
The restaurant is ready to provide service 15 minutes before scheduled opening and
15 minutes after scheduled closing times.
BRK.0042
The Restaurant Ambassador is well groomed, impeccably dressed (clean and

pressed) demonstrating attention to detail according to the Sofitel Appearance /
Look guidelines.
BRK.0045
Ambassador wears their full new Sofitel uniform including the nametag and jewelry
BRK.0050
The Ambassador is knowledgeable about menu items including, preparation

methods, ingredients, etc. and is able to make recommendations and provide
information.
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.
BRK.0090

techniques to ensure complete guest satisfaction.
BRK.0100
BRK.0120
temperature).
BRK.0125
According to the restaurant design and concept, fresh and healthy (clean water)
flowers or plants are in place following Sofitel Botanical guidelines.
BRK.0130
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.
BRK.0150
Furnitures, fixtures, upholstery, floor, mirror, artwork, doores, windows, air

conditioning are all clean, free of dust and free of scratch.
BRK.0370
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.
BRK.0470
BRK.0480
BRK.0490
Tables are properly positioned and aligned within the restaurant.

Vacated tables are cleared and completely re-set within 5 mns.
BRK.0500
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
BRK.0530
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).
BRK.0600
The breakfast menu meets the minimum Sofitel Breakfast Menu guidelines
regarding items offered, recipes and preparation methods, updates and changes.
BRK.0610
The Breakfast Menu proposes seasonal and fresh items including continental and
local offers.
BRK.0620
The Breakfast Menu is current (all items are available) and accurate (correct pricing
and spelling).
BRK.0650
Menus and beverage lists are presented in English and the local language.
BRK.0660
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.
BRK.0690
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.
BRK.0720
Children are welcomed with gracious hospitality. They are addressed at eye level
when providing service and are always served first.
BRK.0750
Cheese ritual: there are a minimum of 3 types of cheese proposed including one
French cheese and one low fat cheese.
Viennoiseries are baked minimum twice in the morning to ensure freshness
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.
BRK.0790
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
BRK.0800
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.
BRK.0830
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.
BRK.0860
The following Mineral glass bottled water is available at a minimum: - one still and
one sparkling (including one french brand), - one local offering
BRK.0880
Items with a strong identity (premium products, local specialties) or with specifics
(allergies, low fat, gluten free) are identified by easy to read labels.
BRK.0890
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.
BRK.0920
Buffet items are attractively and elegantly presented and held / served at the
correct temperature.
BRK.0930
Food appears freshly prepared and appealing. Food and beverages items have good
flavor and texture (fresh, taste good and not over- or under-cooked).
BRK.0940
Buffet items are consistently replenished, never in front the guest, and never run
below 1/3 full
BRK.0960
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.
BRK.0961
BRK.0962
BRK.0964
BRK.0965
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.
Buffet or a la Carte includes two vegetables or salads with condiments
Portion displayed on buffet are for at least 6 to 8 people to keep freshness and
replenish on regular basis
BRK.0966
For Guest convenience, buffet includes a selection of low fat items (dairy, meats)
and Glueten free (at least one bread and one main).
BRK.0967
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".
BRK.0969
Buffet includes station with local favorites respecting authenticity of the country
BRK.0971
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)
BRK.0972
Buffet includes cold Meat and smoked fish section including Pork, Turkey Ham, one
smoked, Air dried ham, dried sausages
BRK.0974
French Toast, Pancake, Waffle, Sausages, Eggs are prepared 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.
BRK.0976
Buffet or a la Carte includes a dairy with 3 types of milk (half skimmed, skimmed
and soja).
BRK.0977
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
BRK.0980
Display cooking stations are adequately staffed by friendly, smiling, attentive and
efficient Ambassadors.
BRK.0990
Culinary and restaurant Ambassador is knowledgeable and can answer questions or

make recommendations regarding buffet ingredients and preparation methods.
BRK.1000
Culinary Ambassador wears clean aprons and hats or hair restraints, name tag
respecting Sofitel Kitchen Uniform Guidelines.
BRK.1010
restaurant.
BRK.1020
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.
BRK.1030
BRK.1040
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).
BRK.1050
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.
BRK.1060
An accurate wait time is provided to the guest.
BRK.1070
Newspapers and magazines are offered to waiting guests and guests dining alone.
BRK.1080
Ambassador maintains communication with the guests wishing to move to a

preferred table or location and meet commitments as quickly as possible.
BRK.1090
The Ambassador seating the guests ensures the tables are properly prepared prior
to seating (clean, etc.)
BRK.1100
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.)
BRK.1130
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.
BRK.1140
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.
BRK.1150
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.)
BRK.1160
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).
BRK.1170
The Ambassador Host removes extra cover settings efficiently and wishes the guests
an enjoyable meal.
BRK.1180
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.
BRK.1195
A smoothie shot or a fresh fruit based drink is offered to the guest upon seating.
BRK.1200
Upon seating, Ambassador offers morning beverages such as coffee, tea, fresh
squeezed juice
BRK.1202
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).
BRK.1204
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.
BRK.1206
Viennoiseries are fresh, crispy and baked at least twice in the morning to ensure
freshness
BRK.1208
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.
BRK.1210
Ambassador uses up-selling techniques following Fit For Business to describe buffet
or a la carte featured menu items such as a local specialty.
BRK.1220
Ambassador records the meal orders and asks service questions regarding each
specific item ordered (dressings, cooking temperatures, etc.).
BRK.1230
Ambassador repeats the food orders in a clear and accurate manner to ensure
understanding.
BRK.1240
Ambassador respects acts to satisfy special dietary or preparation requests posed by

the guest and helps expedite these requests with the culinary Ambassador.
BRK.1250
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.
BRK.1260
The Ambassador follows up with the proper service questions regarding the guest's
beverage order (condiments, type of tea or coffee, milk, cream, etc.).
BRK.1270
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.
BRK.1300
Ambassador returns with the beverages within three minutes of the order, serving
children and ladies first. Orders are complete and accurate.
BRK.1320
BRK.1330
Ambassador properly positions the plates in front of each guest.

All condiments for tea (lemon, milk) or coffee (milk) are served upon delivery of the
beverage.
BRK.1340
Milk is placed in a pitcher / creamer. Milk is not pre-set on table. Milk is not served in
individual portion packs.
BRK.1360
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.
BRK.1380
Coffee is served fresh and hot with a French coffee press and plunge in front of the
guest.
BRK.1420
Hot water for tea and drip coffee are replenished throughout the meal on a
complimentary basis with the permission of the guest.
BRK.1430
Other breakfast beverages (such as espresso, juice, smoothies, etc.) are offered
again once consumed.
BRK.1440
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.
BRK.1450
The manager and wait Ambassador engage guests in conversation following guest
cues. People dining alone are made to feel welcome.
BRK.1460
Ambassador inquires about additional service and wishes the guests a pleasant
meal (for example "Bonne continuation"/ "Enjoy your meal").
BRK.1480
Ambassador offers assistance to guests while with replenishing buffet items.
BRK.1490
If the guest lingers, Ambassador inquires periodically if more water and coffee is
desired.
BRK.1500
Ambassador ensures guest meal satisfaction and gains permission from the guest
before clearing the table.
BRK.1510
All glassware, china and cutlery are cleared and replaced from the right side of the
guest.
BRK.1520
For guests visiting the buffet, soiled plates and cutlery are removed and replaced as
appropriate based on the guest's desires.
BRK.1530
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".
BRK.1560
Ambassador returns with change or a credit card slip within two minutes of the
guest presenting payment.
BRK.1570
The Ambassador provides a final offer of assistance, thanks the guest and wishes a
good continuation. and invites he/she to return.
BRK.1580
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
BRK.1590
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.
BUF.0010
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
BUF.0040
15 minutes after scheduled closing times.
BUF.0050

Look guidelines.
BUF.0060
Ambassador wears their full uniform including the nametag and jewelry according to
the restaurant concept/specifications.
BUF.0070
BUF.0080
The Ambassador is knowledgeable about buffet menu items including, preparation

methods, ingredients, wine pairing, etc. and is able to make recommendations and
provide information.
BUF.0090
The Ambassador uses clear and understandable terminology with the guests.
BUF.0100
BUF.0120
BUF.0130

Food is attractive and elegantly presented.
Food is served at the correct temperature.
Food appears fresh and delicious. Food and beverages items have good flavor and
texture (fresh, taste good and not over- or under-cooked).
The Manager's presence is visible.
BUF.0150
BUF.0160
BUF.0170

BUF.0180
BUF.0190
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.
BUF.0200
The environment (lighting levels, air quality, music and temperature) is comfortable
and matches the theme and dcor of the restaurant.
BUF.0225
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.
BUF.0230
BUF.0240
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.
BUF.0250
BUF.0260
ceiling. Chandeliers, shades and sconces are well maintained.
Light bulbs are energy efficient, in working order.
BUF.0270
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.
BUF.0280
The upholstery materials are in excellent condition (not worn, punctured or faded)
and clean (free of crumbs, stains and dirt).
BUF.0300
Tables are properly positioned and aligned within the restaurant.
BUF.0320
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.
BUF.0350
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).
BUF.0470
A rest bag / footstool for ladies bags or a bag hanger is available and proposed (at
least within fine dining restaurant).
BUF.0480

(on line editions are accepted) are available and in excellent condition. displayed at
the entrance on a stand.
BUF.0520
sanitized.
BUF.0530
Service ware sized for children is available including cups with lids.
BUF.0550
BUF.0560
BUF.0590
Children are welcomed with gracious hospitality.

Vacated tables are cleaned and re-set immediately.
BUF.0600
of holes and frays, etc.) and properly pressed high quality linens or Table set
meeting Sofitel specifications (100% cotton).
BUF.0610
Napkins are linen (100% cotton) meeting Sofitel specifications and Concept. Napkins
are pressed, folded and clean, free of holes, tears, frayed edges and stains.
BUF.0620
Table tops include clean and full salt and pepper shakers. (No toothpicks or sugar
bowls are set at lunch and dinner).
BUF.0630
Table settings include dining knives and forks, dessert fork and knives. Flatware is
clean, polished and properly placed on the table.
BUF.0640
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.)
BUF.0650
Lunch and dinner place settings include a water glass.
BUF.0660
China is of exceptional quality, meeting Sofitel specifications and is clean, polished

and well maintained (no cracks, chips, and blemishes).
BUF.0670
Matching china, glassware, flatware and linen is used in each outlet (mixed styles
are unacceptable.)
BUF.0680
According to the concept and design of the restaurant, fresh and healthy (clean
water) flowers or plants are in place following Sofitel botanical guidelines.
BUF.0690
A crystal or porcelain ashtray is placed on the tables in the smoking section

(matches are available).
BUF.0750
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).
BUF.0760
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.
BUF.0770
Local and seasonal specialties are available on the buffet
BUF.0790
Buffet is reflecting the concept of restaurant respecting authenticity and Simplicity
BUF.0795
Buffet presentation / selections are updated four times per year and reflect seasonal
menu selections.
BUF.0820
All reasonable guest requests for special ingredients, preparation methods or menu
items are accommodated with courtesy and care. Tout est possible!
BUF.0830
BUF.0840
BUF.0860
BUF.0880
BUF.0890
For aperitif or after dinner, beverage menu from the bar is available upon request.
Quality of drinks and service remains same.
Local preferred alcoholic beverage products are also available.
Champagne by the glass includes a minimum of three selection (one brut, one ros,
one Millsime /tte de cuvee).
Champagne by the bottle (normal bottles) include a minimum of 3 brut, 2 ros, 2
Millsime and 2 tte de cuve.
Bottled water is suggested at all meal periods by the wait Ambassador.
BUF.0900
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.
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.
BUF.0930
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.)
BUF.0940
BUF.0960
Champagne is served in chilled champagne flutes.

The cocktails and spirits are served in the appropriate high quality, clean and well
maintained glassware with the appropriate garnishes.
BUF.0970
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".
BUF.0980
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".
BUF.0985
There is a minimum of 5 types of bread available on the buffet in single portion or

whole bread including large baguette 250 gms.
BUF.0990
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
BUF.1000
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".
BUF.1010
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.
BUF.1020
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).
BUF.1030
Wine by the glass is 150 ml (minimum) or 450 ml by the carafe
BUF.1050
make suggestions from the wine list to accompany the items on the a la carte and
buffet menus.
BUF.1070
White wines/champagnes are placed in ice bucket. Red wine on a wine

caddy/coaster.
BUF.1080
BUF.1090
The graphic design and fonts of labels are elegant, reflecting restaurant's and
station's identity (the design principle applies to holders as well).
BUF.1100
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.
BUF.1130
BUF.1140
Buffets look equally appealing throughout service (beginning until end). Food
BUF.1150
Food and beverage items have good flavor and texture (fresh, taste good and not
over- or under-cooked).
BUF.1160
BUF.1180
Buffet items are consistently replenished (never in front of the guest) and never run
below 1/3 full.
Buffet themes are exciting and changed on a daily basis.
BUF.1190
clean supplies.
BUF.1210
Local and international (minimum two) dishes are provided on the buffet.
BUF.1220
efficient Ambassador.
BUF.1230
Ambassador proactively seeks to fulfill guest desires and special requests.
BUF.1240

BUF.1250
Culinary Ambassador wears clean aprons and hats or hair restraints.
BUF.1260
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.
BUF.1270
Telephone ringers are set to an unobtrusive level and conversational voices from
Ambassador on the telephone do not disturb dining guests.
BUF.1280
BUF.1290
BUF.1300
Ambassador greet callers saying "Sofitel..., reservations service bonjour (before the
candle ritual) / Bonsoir (after the candle ritual), (Ambassador Name) at your
service."
Ambassador uses the guest / caller's name at least twice during the call.
Ambassador is helpful and enthusiastic addressing the caller's needs and
preferences.
BUF.1310
When reservation times are not available, Ambassador suggests alternative times or
days.
BUF.1320
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.)
BUF.1330
Ambassador repeats the important reservation information back to the caller such as
date, time, number in party, name of party, and any special requests.
BUF.1340
BUF.1350
If a guest calls to cancel a reservation, Ambassador expresses appreciation for the

call and offers a reservation at another time or date.
Reservation commitments and special requests are planned for and met.
BUF.1360
Ambassador shares specific reservation information such as guest names, special

occasions and requests to ensure guest recognition by all appropriate Ambassador.
BUF.1370
restaurant.
BUF.1380
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.
BUF.1390
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.
BUF.1400

BUF.1410
BUF.1420
The Ambassador verifies smoking preference (if applicable) and offers the best table
based upon availability and staffing.
BUF.1430
waiting area or the bar with the promise of seating at the next available table
meeting their request (based upon the current waitlist).
BUF.1440
BUF.1450

Ambassador maintains communication with waiting guests and meet commitments
as quickly as possible and within the time quoted.
BUF.1460
BUF.1470
The Ambassador seating the guests ensures the tables are properly prepared prior
to seating (clean, with menus, etc.)
BUF.1480
The Ambassador escorts the guests to prepared table that meets their preference
(correct number of place settings and chairs, non-smoking, near window, etc.)
BUF.1510
The location and direction of the buffet is explained by the Ambassador, including
any specials or action stations.
BUF.1520
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.
BUF.1525
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.
BUF.1580
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)
BUF.1590
beverage order (on the rocks, with a twist, etc.)
BUF.1600
The Ambassador offers the choice of sparkling or still water, large or small bottle to
the guest.
BUF.1610
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.
BUF.1620
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.
BUF.1650
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.
BUF.1655
The Ambassador is knowledgeable about the menu offerings, portion sizes and
method of preparation and known food allergies.
BUF.1720
Ambassador acts to satisfy special dietary or preparation requests posed by the

guest and helps expedite these requests with the culinary Ambassador.
BUF.1730
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.
BUF.1740
The Ambassador removes the food menus (and wine list if wine has also been
ordered), and thanks the guest(s).
BUF.1750
BUF.1760
The Ambassador proposes the Bread Basket and briefly describes the different types
of bread (3 types including mini baguettes, not sliced)
BUF.1770
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.
BUF.1790
Ambassador changes the ashtrays (if applicable) and refills the water and wine
glasses throughout the meal.
BUF.1800
Ambassador serves ladies and children first, gentlemen second and then the host.
BUF.1820
Ambassador clears aperitif / drink glasses if empty with the permission of the guest.
BUF.1840
meal (for example "Bonne continuation", "Enjoy your meal"...).
BUF.1850
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.
BUF.1860
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).
BUF.1865
Ambassador wishes the guests a pleasant meal (for example "Bonne continuation",
"enjoy your meal")
BUF.1875
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.
BUF.1910
Ambassador offers additional water and wine service when glasses are 1/3 1/4 full;
beverage service is attentive and discreet; not pushy.
BUF.1920
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.
BUF.1940
and the holder is removed.
BUF.1950
BUF.1960
BUF.1970
The Ambassador introduces each wine and talks about the Wine Flight concept, the
BUF.1990
etc.
BUF.2020
of the wine, the Ambassador pours a sample for the guest and waits for approval.
BUF.2030
BUF.2040
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.
BUF.2050
The Ambassador proceeds refill the glasses accordingly and offer additional wine
service as appropriate.
BUF.2070
There is a minimum of five choices of cheese (Cheese Ritual), one goat cheese, one
cow, one sheep and one of French origin.
BUF.2080
The Ambassador is able to describe the flavor profile, texture, origin and type of
cheese to the guest.
BUF.2090
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.
BUF.2120
BUF.2130
There is a minimum of six pastries (Pastry Ritual) available on the buffet including
two French classic pastries.
The Ambassador is able to describe the pastries and available desserts.
BUF.2140
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.
BUF.2160
Ambassador comments positively on the items chosen, records the orders and poses
service questions regarding each specific item ordered (sauces, accompaniments,
sugar, cream, etc).
BUF.2170
understanding.
BUF.2180
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.
BUF.2190
Ambassador delivers the digestive / liquor (within 3 to 5 minutes of clearing dessert

plates).
BUF.2200
Ambassador clears dessert, cheese, ice cream plate, and used cutlery as the guests
finish.
BUF.2210
Ambassador changes the ashtrays (if applicable) and removes all empty glassware,
bottles. Water glasses remain on the table.
BUF.2220
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.
BUF.2230
Ambassador gains permission from the guest before clearing items from the table.
BUF.2240
well maintained folder/tray meeting Sofitel specifications with a working pen.
BUF.2250
BUF.2260
BUF.2270
Ambassador acts immediately to correct any inaccuracies.

Ambassador collects payment in a timely manner.
BUF.2280
The Ambassador provides a final offer of assistance, thanks the guest and invites
he/she to return.
BUF.2290
desired.
BUF.2300
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.
BUF.2310
All members of Ambassadors offer appropriate hospitality comments while guest

departs the restaurant (i.e.: Merci! Enjoy the rest of your day!)
BUF.2320
The Lunch/Dinner Ambassador updates the Guest History Profile information to note
BUS.0010
BUS.0020
The hotel is providing a Business Centre.

The Business Centre is accessible 24/24 hours, 7/7 days
BUS.0032
The Business Centre Ambassador is well groomed, impeccably dressed (clean and
Look guidelines.
BUS.0035
BUS.0040
released to service: property knowledge (features, benefits, services, guestrooms,
facilities, location, directions, etc.), Guest History, AlClub, Restaurant and Bar Menu .
BUS.0050
Furniture is arranged to accommodate guest conversation and is comfortable. There

is an obvious degree of spaciousness allowing ease of movement for guests.
BUS.0055
Business center computers are checked and swept by IT once a week for virus and
other potential IT threats.
BUS.0060
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.
BUS.0070
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.
BUS.0100
The following stationeries, meeting Sofitel specifications, are supplied: - Sofitel

pencils and pens, - Whites pages, - Correspondence Sofitel Card - Letterhead Sofitel
sheets - Sofitel envelopes
BUS.0110
temperature).
BUS.0160
The Business Centre physical environment (Ceilings, Walls, Floors and door) is clean
and well maintained.
CHI.0010
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.
CHI.0032
The Front Desk Ambassador is well groomed, impeccably dressed (clean and
Look guidelines.
CHI.0035
CHI.0050
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.
CHI.0060
The Front Desk Ambassador is fluent in a minimum of two languages including

English.
CHI.0070
The Front Desk Ambassador follows all Sofitel Telephone Etiquette standards
(answering calls within three rings, using proper greetings, transfer and on-hold
techniques, etc.)
CHI.0080
The Front Desk is clean, organized and well maintained.
CHI.0090
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.
CHI.0100
CHI.0110
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.
CHI.0120
Guests entering the hotel are acknowledged immediately and offered assistance (by
Front Desk Receptionists, Guest Relations Ambassador, Bell Boy, Concierge, etc.)
CHI.0130
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.
CHI.0140
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.
CHI.0150
The Receptionist is the first to speak during all guest interactions.
CHI.0160
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.
CHI.0162
If the Guest is a Club Millsime, the receptionist informs him/her that the check in
can be performed directly in the Club Millsime. The Guest is immediately escorted
to the Club Millsime reception by the Butler or Guest Relations or the Receptionist if
no one is available.
CHI.0164
Suite Guests check in are performed in Room with everything prepared in advance
(keys, registration form)
CHI.0166
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).
CHI.0170
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"
CHI.0180
CHI.0182
CHI.0184
CHI.0186
Receptionists use the guest name two times (greeting and closing) during the
registration process.
Desk Blotters are used at check in (reception desk / In Room check In).
The Desk blotter is perfectly clean and in good conditions.
The Desk blotter is displayed closed on the front desk with the "link" symbol toward
the receptionist.
CHI.0188
The Desk blotter contains at least one clean Sofitel envelope, a generic hotel
business card and an AlClub flyers
CHI.0190
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.)
CHI.0200
The Receptionist devotes his/her full attention to the guest without interruption.
CHI.0210
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.
CHI.0220
If the guest is an AlClub member the Receptionist asks for the card and records the
membership number in the PMS folio / Guest History.
CHI.0230
The Receptionist recognizes all AlClub members with a warm comment of

appreciation (eg: AITouch attitude: thank you for your loyalty / trust)
CHI.0240
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.
CHI.0245
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.
CHI.0255
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 nonsmoking 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.
CHI.0260
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
CHI.0270
The Receptionist makes an offer for an up-sell on the guestroom based on the daily
sales strategy.
CHI.0280
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.
CHI.0285
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.
CHI.0290
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.
CHI.0300
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).
CHI.0310
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.
CHI.0320
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)
CHI.0330
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.
CHI.0360
The Receptionist discreetly delivers any waiting messages and packages to the
guest.
CHI.0370
On request, the Receptionist describes "Express Checkout" services to those guests

with the approved credit per Sofitel procedures (upon local legislation).
CHI.0390
The electronic key and the key card holder conform to the new Sofitel Brand Identity.
CHI.0395
The receptionist opens both flaps of the Desk blotter and places the registration card
inside it.
CHI.0400
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).
CHI.0410
Receptionist offers proposes room escort to all Guests (mandatory for all first staying
guests (at least until the elevator), suites Guests, Club Millsime 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.
CHI.0412
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.
CHI.0420
The Receptionist provides a personalized closing and wishes the guest a pleasant
stay.
CHI.0430
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.
CHI.0440
The Reception Ambassador updates the Guest History Profile information to note
NEW
Break the Barriers for Concierges : Ambassadors from concierge service go around
the Desk to talk to guests
CLM.0020
The following Club Millsime service is offered by the property: Personalized Butler
service 24 hours per day
CLM.0030
The following Club Millsime service is offered by the property: Private check-in
CLM.0040
The following Club Millsime service is offered by the property: Private checkout at
Club Millsime reception counter and complimentary late check out until 4.00pm
(Subject to availability)
CLM.0050
The following Club Millsime service is offered by the property: Business Center
CLM.0060
The following Club Millsime service is offered by the property: One hour free use of
the Lounge's meeting room per day (Subject to prior reservation and availability)
CLM.0070
The following Club Millsime service is offered by the property: Complimentary a la

carte breakfast from 6.00am to 12am
CLM.0080
The following Club Millsime service is offered by the property: Complimentary

evening Millsime Wine & Champagne tasting cocktail from 6pm to 8pm
CLM.0090
The following Club Millsime service is offered by the property: Guestroom

afternoon Tea Service is offered to guests 365 days per year from 3pm to 6pm
CLM.0100
The following Club Millsime service is offered by the property: Complimentary all
day tea, coffee, mineral water and light snacks
CLM.0110
The following Club Millsime service is offered by the property: No extra charge to
bring 2 visitors
CLM.0120
The following Club Millsime service is offered by the property: Fresh food amenities
in the room upon check-in
CLM.0130
The following Club Millsime service is offered by the property: A selection of

international and local newspapers, magazines
CLM.0140
The following Club Millsime service is offered by the property: Complimentary Shoe
Shine Service
CLM.0160
The following Club Millsime service is offered by the property: Unlimited local
telephone calls
CLM.0170
The following Club Millsime service is offered by the property: Unlimited in-room
internet broadband access and unlimited wireless internet access within the hotel
premises
CLM.0180
The Club Millsime is sufficiently staffed to ensure guests are provided immediate
service; registration and departure services are completed within three minutes.
CLM.0190
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.
CLM.0200
CLM.0210
CLM.0220
CLM.0230
CLM.0250
The Club Millsime 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.
CLM.0260
The Club Millsime Ambassador follows all Sofitel Telephone Etiquette standards
(answering calls within three rings, using proper greetings, transfer and on-hold
techniques, etc.)
CLM.0270
Guests entering the Club Millsime lounge are acknowledged immediately and
offered assistance (by Club Millsime Butlers, Club Millsime Receptionists, Guest
Relations Ambassador, etc.)
CLM.0280
The Ambassador of Club Millsime provide the guests with business / presentation
cards and explain how the guest may contact them throughout their stay. The cards
meet Sofitel specifications.
CLM.0300
The Club Millsime lounge is furnished with: Two plasma screen Televisions
(minimum 54 inches), channel by default is France 24 (where available) and BBC
world.
CLM.0310
The Club Millsime lounge is furnished with: At least two complimentary internet
work stations.
CLM.0320
The Club Millsime lounge is furnished with: Complementary high-speed wireless

internet.
CLM.0330
A library is displayed and books are available for borrowing by Club Millsime
guests. A selection of books on food, cheese and wine, as well as French Art de Vivre
is mandatory.
CLM.0340
The Club Millsime has a kitchen area fully equipped to handle "a la carte" breakfast
operations. The Kitchen includes Stewarding area, Service area, and storage.
CLM.0350
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.
CLM.0360
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
CLM.0370
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
Millsime lounge design. In all cases it must be generous and in conformity with the
Sofitel Botanical Guidelines.
CLM.0380
The environment (lighting levels, air quality, music and temperature) matches the
theme and dcor of Club Millsime.
CLM.0390
temperature).
CLM.0400
After the sunset, the Club Millsime applies the candles ritual: lights are dimmed
and candles put in place by a candle master following the Sofitel Candles Ritual
guidelines.
CLM.0405
Candles display and accessories (lanterns, chandeliers, candelabras) are elegant

and provide a warm glow.
CLM.0410
The music reflects the identity of Club Millsime and is adjusted according to the
CLM.0420
Noise levels from service areas or adjacent public areas are not audible in the Club
Millsime lounge. Noise from the Club Millsime lounge does not disturb adjacent
public areas or guestrooms.
CLM.0430
CLM.0440
ceiling.
CLM.0450
order.
CLM.0460
CLM.0470
CLM.0480
Tables are properly positioned and aligned within the Club Millsime lounge.
CLM.0500
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.
CLM.0510
Floors and carpets are clean and in safe condition and well maintained (free of spills,
carpet buckling, tears, rips, burns, etc.)
CLM.0540
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).
CLM.0560
Napkins are linen (100% cotton) meeting Sofitel specifications. Napkins are pressed,
folded and clean, free of holes, tears, frayed edges and stains.
CLM.0570
Flatware is clean, polished.
CLM.0580
and range of glassware is for each beverage type served in Club Millsime lounge.
CLM.0590

CLM.0600
Matching china, glassware, flatware and linen is used (mixed styles are
unacceptable.)
CLM.0630
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.
CLM.0640
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.
CLM.0710
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).
CLM.0730
Windows, window coverings and frames clean and free of dust, lint and smudges
(inside, outside).
CLM.0760
Daily newspaper(s) are available and in excellent condition displayed at the

entrance on a stand (on line editions are accepted).
CLM.0770
Newspapers include at a minimum, local language, international paper and French

newspapers.
CLM.0780
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).
CLM.0800
Upon arrival, guests are greeted by a Front Desk Attendant or Guest Relations
Officer and/or Management and escorted to the Club Millsime.
CLM.0802
The Club Millsime Ambassador is well groomed, impeccably dressed (clean and
pressed) demonstrating attention to detail accordingly to the Sofitel Appearance /
Look guidelines.
CLM.0805
The Club Millsime Ambassador wears their full new Sofitel uniform including the
name tag jewelry meeting Sofitel specifications.
CLM.0810
Club Millsime receptionist is informed of the guest arrival in advance and meets the
guest at the elevator or other appropriate area outside the lounge.
CLM.0820
The Club Millsime 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.
CLM.0830
The Ambassador is the first and last to speak during all guest interactions.
CLM.0840
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 Millsime" in the language of the guest whenever possible or
in English.
CLM.0850
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".
CLM.0860
Ambassador uses the guest's name two times (greeting and closing) during the
registration process.
CLM.0870
The Ambassador invites the guest to be seated in the Club Millsime lounge while
the Ambassador process the registration.
CLM.0880
The check-in is processed efficiently by the Club Millsime receptionist, while the
guest relaxes in the Club Millsime Lounge. The passports and credit card are
collected and the rest of the process is done by the receptionist at the Club
Millsime Reception.
CLM.0890
The Ambassador offers a welcome drink and a cold towel to the guest.
CLM.0900
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.
CLM.0910
The Ambassador devotes his/her full attention to the guest without interruption.
CLM.0911
CLM.0912
Desk Blotters are used at check in.

The Desk blotter is perfectly clean and in good conditions.
the receptionist.
CLM.0913
CLM.0914
The Desk blotter contains at least one clean Sofitel envelope and a generic hotel
business card.
CLM.0915
The receptionist opens both flaps of the Desk blotter and place the registration card
inside it.
CLM.0920
The Ambassador recognizes all AlClub members with a warm comment of

appreciation.
CLM.0930
If a membership number is not noted in the reservation, the Ambassador asks the
guest if he or she has an AlClub loyalty card.
CLM.0940
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.
CLM.0950
If the guest is not a member, the Ambassador offers to describe membership

benefits and rewards, a brochure or application and other information.
CLM.0960
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)
CLM.0970
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...".
CLM.0980
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
CLM.0990
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.
CLM.1000
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).
CLM.1010
The Ambassador describes "Express Checkout" services to those guests with the
approved credit per Sofitel procedures.
CLM.1020
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.
CLM.1030
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).
CLM.1040
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).
CLM.1050
The Ambassador asks the guest for the names of any additional guests staying in
the room and adds the name(s) to the reservation.
CLM.1060
The Ambassador inquires about the required number of keys. For security purposes,
guestroom numbers are discretely indicated to the guest but never announced
aloud.
CLM.1070
The Ambassador produces room keys, writes the room number on the key packet
and communicates the noon checkout time.
CLM.1080
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.
CLM.1090
The Ambassador discreetly delivers any waiting messages and packages to the
guest.
CLM.1100
The Ambassador confirms the guest's departure time and return limousine booking
is confirmed/ suggested. The Ambassador suggests express checkout.
CLM.1110
The Ambassador offers additional services, such as wake-up calls, unpacking, ice
delivery, etc.
CLM.1120
The Ambassador anticipates guest's needs or offers a personalized

recommendation.
CLM.1130
If additional services are requested, Ambassador ensures the guest's requests are
met. Ambassador introduces the Butler for the escort.
CLM.1140
If an escort is declined, the Ambassador explains how to locate the guestroom and
how to use the key.
CLM.1150

anything else the Ambassador may do for the guest. The Ambassador wishes the
guest a pleasant stay.
CLM.1160
CLM.1170
CLM.1180
The guest is informed about all Sofitel Club Millsime benefits and is escorted to the
room by a Club Millsime Butler.
The Butler uses the guest's name during the escort experience.
The Butler provides an overview of the property and other helpful information about
the facilities during the escort.
CLM.1190
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).
CLM.1200
The Butler demonstrates how to use the key and opens the guestroom door for the
guest.
CLM.1210
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).
CLM.1220
The Butler hangs the garment bags in the closet and places suitcases on the
luggage rack for the guest.
CLM.1230
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.
CLM.1240
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.
CLM.1250
The Butler practices Sofitel problem resolution techniques to resolve any issues.
CLM.1260
All hot items are served directly from Kitchen (on an "a la carte" basis) and all cold
items are displayed on buffet.
CLM.1270
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.
CLM.1271
Buffet includes three type of yoghurt selection (homemade if possible) served in

individual glasses. Packaging and plastic containers are not authorised
CLM.1272
Buffet includes Fresh Juices station with five squeezed fruit or vegetable juices, two
smoothies. Juice dispensers are not authorised for service
CLM.1273
Buffet includes a dairy with 3 types of milk (half skimmed, skimmed and soja).
CLM.1274
Buffet includes a cereals section with minimum 5 types of Cereals with two organic
and Birchler muesli respecting Sofitel Culinary recipes
CLM.1275
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
Buffet includes cold Meat and smoked fish section including Pork, Turkey Ham, one
smoked
CLM.1277
Buffet includes 5 types of cut fruits, 3 seasonal whole fruits and 2 compotes
CLM.1278
CLM.1279
Buffet includes minimum one type of homemade jam

Buffet includes two vegetables or salads with condiments
Portion displayed on buffet are small to keep freshness and replenish on regular
basis
CLM.1281
CLM.1282
French Toast, Pancake, Waffle, Sausages, Eggs are prepared 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.
CLM.1283
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).
CLM.1285
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.
CLM.1290
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
CLM.1300
The following snack items and services are available: - Three kind of cookies and
nuts - Fruit: Apple, Banana - Chocolates - French Macaroons or equivalent pastries
CLM.1310
CLM.1320
CLM.1330
Evening Millsime cocktail tasting is available 365 days per year from 17:30 to
19:30.
A selection of 6 Complimentary wines is available.
The following beverage items and services are available: Tasting by Wine flights
style minimum 3 types
CLM.1335
A Selection of 30 Wines with 25% French wine is available A la carte and charged at
normal price.
CLM.1340
The following beverage items and services are available: Tasting of Millsime
Champagne
CLM.1350
The following beverage items and services are available: Service By Wine Specialist
CLM.1360
In addition of All day beverages - Beer, Wine, Whisky, Gin, Cognac and Liquors are
also available on complimentary basis respecting Sofitel Bar Specification
CLM.1370
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
CLM.1375
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
CLM.1380
CLM.1390
Labels are professionally displayed, clean and positioned correctly.
CLM.1400
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.1450
CLM.1455
Buffet items are consistently replenished and never run below 1/3 full.
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
clean supplies.
CLM.1480
Stations are adequately staffed by friendly, smiling, attentive and efficient

Ambassador.
CLM.1490
CLM.1500
Culinary and Club Millsime Ambassador is knowledgeable and can answer

questions or make recommendations regarding buffet ingredients and preparation
methods.
CLM.1510
CLM.1520
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.
CLM.1530
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?"
CLM.1545
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
CLM.1550

anything else the Ambassador may do for the guest. The Ambassador wishes the
guest a pleasant stay.
CLM.1560
of the wine, the Ambassador opens the bottle.
CLM.1570
The Ambassador pours a sample for the guest who ordered the wine and waits for
approval.
CLM.1580
CLM.1590
CLM.1600
The Ambassador proceeds to refill the glasses accordingly and offer additional wine
CLM.1610
White wines/champagnes are placed in ice bucket. Red wine on a wine caddy.
CLM.1611
The Club Millsime offers a minimum of 3 Wine Flight Service (other types of Flights
being offered).
CLM.1612
Wines must be served in identical high quality wine glasses (Riedel, Schott Zweisel,
Spiegelau).
CLM.1614
and holder is removed.
CLM.1440
CLM.1616
CLM.1618
CLM.1621
The tasting card is of a high quality paper, following Sofitel Wine program printing
guidelines.
CLM.1624
Ambassador introduces each wine and talk about the Wine Flight concept, the
CLM.1628
etc.
CLM.1630
CLM.1640
CLM.1650
The Butler uses the guest's name during the escort experience.
The Butler provides packing assistance upon guest request.
The Butler arranges luggage assistance with the Bell/Porter or provides the
assistance and escort personally.
CLM.1660
The Butler ensures transportation (limousines or taxi) has been arranged and is
waiting for the guest.
CLM.1670
The Butler provides the weather forecast (printed from BBC or equivalent media) for
the guest's next destination.
CLM.1680
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.
CLM.1690
The Butler practices Sofitel problem resolution techniques as appropriate to resolve

any issues.
CLM.1700
The Club Millsime Ambassador updates the Guest History Profile information to
note both successful experiences and recommendations and guest satisfaction
CON.0010
CON.0020
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.
There is a minimum of one Les Clefs d'Or Concierge.
CON.0032
The Concierge is well groomed, impeccably dressed (clean and pressed)

guidelines.
CON.0035
CON.0050
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...
CON.0060
The Concierge Ambassador is fluent in a minimum of two languages including

English.
CON.0070
Concierge Ambassador is friendly, enthusiastic and builds relations with guests and
local service providers.
CON.0080
Concierge Ambassador is precise and perform all services accurately and efficiently.
CON.0090
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.)
CON.0100
The Concierge desk and work areas are neat and organized (free of clutter) at all
times.
CON.0120
Concierge Ambassador arranges any (legal) service requested by guests - no legal

arrangement is impossible.
CON.0122
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.
CON.0130
Concierge Ambassador promotes the property's outlets, spas, events and rituals first
(based on the guest request).
CON.0150
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.
CON.0160
The Concierge Ambassador has current and accurate maps detailing suggested
jogging routes. The maps include a legal safety disclaimer accordingly to the local
regulation.
CON.0170
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
CON.0190
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
CON.0220
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.
CON.0230
If the Concierge is busy and cannot immediately greet a guest, the Concierge
CON.0250
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.
CON.0260
Concierge uses the guest name at least two times during the service interaction.
CON.0270
The Concierge uses vocabulary that is professional, clear and concise;

etc.)
CON.0280
The Concierge devotes his/her full attention to the guest without interruption.
CON.0290
The Concierge practices up-selling and cross-selling techniques to meet the guests
requests, always offering the property services first (as appropriate).
CON.0300
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.
CON.0320
The Concierge provides a personalized closing that inquires whether there is

The Concierge wishes the guest a pleasant experience / day.
All concierge Ambassadors must have a business card with their name and
phone number (or blank to fill in)
CON.0330
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.0310
CON.0332
Concierge is tracking all items delivered directly to a guest's room (especially

shopping bags): time of delivery, room number, guest's name.
CON.0350
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.
CST.0042
CST.0044
PMS: the property is using a referenced Accor PMS.

Sales & Catering: if there is more than 3 meeting rooms, the property is using a
referenced Accor Sales & Catering system.
CST.0046
Point of Sales: the property is using a referenced Accor Point of Sales system
CST.0048
CST.0051
Reservation system: the property is using TARS

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)

Guest Satisfaction Survey: the property is using either Medallia or Olakala to track
guest satisfaction.
Traditional checkout services are available to guests.
CST.0056
DEP.0010
DEP.0020
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.
DEP.0030
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.
DEP.0040
If the Receptionist is busy and cannot immediately greet a guest, the Receptionist
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
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.
DEP.0071
DEP.0072
DEP.0073
Desk Blotters are used at check out.

The Desk blotter is perfectly clean and in good condition.
the receptionist.
DEP.0074
The Desk blotter contains at least one clean Sofitel envelope a generic hotel
business card and an AlClub Flyer.
DEP.0075
The receptionist enquires, if appropriate, if the guest needs any luggage assistance.
DEP.0080
Receptionists use the guest's name three times (greeting, middle and/or closing)
during the Check Out process.
DEP.0090
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?").
DEP.0095
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
All bills are accurate (name, address and amounts), up-to-date and clearly formatted
for easy comprehension and meet Sofitel financial and brand specifications.
DEP.0110
The Receptionist processes all departure formalities discreetly and in strict

confidentiality.
DEP.0120
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.
DEP.0130
The Receptionist immediately corrects any inaccuracies discovered.
DEP.0140
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.
DEP.0150
The Receptionist hands the guest a Sofitel pen and the folio for signature to
authorize the payment.
DEP.0160
For guests with zero or no account balance, Receptionist offers to provide an

updated folio.
DEP.0170
The Receptionist provides all folios and a receipt (into an envelope if approved by
the guest) meeting Sofitel brand identity standards.
DEP.0175
Whenever possible, the receptionist goes around the desk and hands over the
invoice from the lobby rather than behind the desk.
DEP.0190
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.
DEP.0195
For repeat Guests and AlClub members, the Receptionist thanks the Guest for
his/her loyalty.
DEP.0200
The Receptionist follows up with "We look forward to seeing you again soon". The
Receptionist wishes the guest a pleasant onward journey ("bon voyage")
DEP.0205
All top VIP Guests are met and escorted to the door by a member of the
Management team or the Guest Relations.
DEP.0210
All departing Guests are acknowledged by the Ambassador with pleasant eye
contact, a warm smile and a sincere farewell.
DEP.0220
Ambassador are aware of and use the guest's name during luggage assistance.
DEP.0230
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
DEP.0260
DEP.0280
The Bell / Porter carefully handles, loads and transports luggage.

The Bell / Porter helps the guest verify all belongings are accounted for before
departing the room.
The Bell / Porter is conversant with guest while providing assistance.
DEP.0290
The Bell / Porter follows luggage storage standards if applicable.
DEP.0300
The Bell / Porter provides a personalized closing that inquires whether there is
DEP.0305
If the guest is leaving by taxi, bell boy/doorman/valet asks the destination address
and communicates it to the taxi driver.
DEP.0310
The Bell / Porter thanks the guest and whish him for example "Bon retour").
DEP.0270
DEP.0320
DEP.0325
DEP.0330
DEP.0340
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 Guest is notified a time of delivery.
The Valet retrieves the correct vehicle within the quoted period.
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)
DEP.0350
The Valet removes all tickets from the car key if the guest is checking out.
DEP.0360
DEP.0370
The Valet references the parking tickets for the guest's name.
The Valet positions the car appropriately in the Porte Cochre.
DEP.0380
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.
DEP.0390
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.
DEP.0400
The Doorman / Valet confirms the amount of luggage in the guest's possession.
DEP.0410
The Doorman / Valet assists guests as they depart the property by opening and
closing doors (of the hotel and vehicle).
DEP.0420
The Doorman / Valet enquires about Guest's destination and provides driving
directions if needed (eg: map, itinerary)
DEP.0430
The Doorman /Valet provides a personalized closing that inquires whether there is
anything else the associate may do for the guest.
DEP.0435
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.
DEP.0440
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.
DEP.0450
The Doorman / Valet provides a farewell at eye level to children when appropriate.
DEP.0460
Every Ambassador member (including back office) greets every guest when crossing
the lobby.
DIN.0010
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).
DIN.0020
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).
DIN.0030
15 minutes after posted closing times.
DIN.0042

Look guidelines.
DIN.0045
Ambassador wears their full uniform including the nametag and jewelry according to
the restaurant concept/specifications.
DIN.0050
DIN.0060

DIN.0070
DIN.0080
DIN.0092
DIN.0094
DIN.0096

Food is attractive and elegantly presented.
Food is served at the correct temperature.
Food is cooked as guest requirement
Food appears fresh and delicious. Food and beverages items have good flavor and
texture (fresh, taste good and not over- or under-cooked).
DIN.0098
DIN.0100
The Manager's presence is visible and the room is perceived well managed.
DIN.0110

DIN.0120
DIN.0140
theme and dcor of the restaurant.
DIN.0150
temperature).
DIN.0165
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.
DIN.0170
DIN.0180
restaurant. Noise from the restaurant does not disturb adjacent public areas or
guestrooms.
DIN.0190
DIN.0200
ceiling. Chandeliers, shades and sconces are well maintained.
DIN.0210
order.
DIN.0220
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).
DIN.0310
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
A rest bags footstool for ladies bags or a bag hanger is available and proposed (at
least within fine dining restaurant).
DIN.0500

(on-line editions are accepted) are available and in excellent condition displayed at
the entrance on a stand.
DIN.0540
sanitized.
DIN.0550
DIN.0560
Service ware sized for children is available including cups with lids.
A children's menu is available on children's size.
DIN.0570
DIN.0580
DIN.0590
DIN.0600
DIN.0610
Children are welcomed with gracious hospitality and when known using children's
first name.
Children are addressed at eye level when providing service.
Vacated tables are cleaned and re-set immediately.
DIN.0620
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.
DIN.0670
and range of glassware is available and used for each beverage (i.e. red wine glass
for red wine, etc.)
DIN.0680
DIN.0690
Lunch and dinner place settings include a water glass and wineglass.
DIN.0700
Matching china, glassware, flatware and linen is used in each outlet (mixed styles
are unacceptable.)
DIN.0710
According to the concept and design of the restaurant, fresh and healthy (clean
water) flowers or plants are in place following Sofitel botanical guidelines.
DIN.0720
A crystal or porcelain ashtray is placed on the tables in the smoking section

(matches are available).
DIN.0730
Appropriate menus are presented for each meal period: lunch and dinner.
DIN.0740
All menus are current (all items are available) and accurate (correct pricing and
spelling).
DIN.0750
Physical Menus are in excellent condition and spotless. Physical menus are laserprinted on premium quality paper. Font is appropriate to theme of the restaurant
and is big enough for an easy reading.
DIN.0760
Physical Menus and beverage lists are presented in English and the local language.
DIN.0780
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.0790
Local and seasonal specialties are available on the menu.
DIN.0800
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)
DIN.0802
The menu includes at least one low fat starter, one low fat main dish and one low fat
dessert.
DIN.0805
Menu is reflecting the concept of restaurant respecting authenticity and Simplicity
DIN.0810
DIN.0830
All reasonable guest requests for special ingredients, preparation methods or menu
items are accommodated with courtesy and care. Tout est possible!
DIN.0855
For aperitif or after dinner, beverage menu from the bar is available upon request.
Quality of drinks and service remains same.
DIN.0910
Champagne by the glass includes a minimum of two selection (one brut and ros or
vintage)
DIN.0930
Champagne by the bottle (normal bottles) include a minimum of 3 brut, 2 ros, 2

Millsime and 2 tte de cuve.
DIN.0940
Bottled water is suggested at all meal periods by the wait Ambassador.
DIN.0950
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.
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
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.)
DIN.0990
DIN.1010
Champagne is served in chilled champagne flutes.

Spirits and cocktails are served in the appropriate high quality, clean and well
maintained glassware with the appropriate garnishes.
DIN.1020
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".
DIN.1030
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".
DIN.1040
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".
DIN.1050
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.
DIN.1060
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).
DIN.1065
Wine by the glass is 150 ml minimum or 450 ml by the carafe
DIN.1080
make suggestions from the wine list to accompany the items on the a la carte and
buffet menus.
DIN.1090
3 minimum Wine Flight service are proposed at dinner (other types of flights also
being proposed).
DIN.1100
White wines/champagnes are placed in ice bucket. Red wine on a wine

caddy/coaster.
DIN.1290
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.
DIN.1300
Ambassador on the telephone do not disturb dining guests.
DIN.1310
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."
DIN.1320
DIN.1330
Ambassador uses the guest / caller's name at least once during the call.
preferences.
DIN.1340
When reservation times are not available, Ambassador suggests alternative times or
days.
DIN.1350
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.)
DIN.1360
Ambassador repeats the important reservation information back to the caller such as
date, time, number in party, name of party, and any special requests.
DIN.1370
DIN.1380
If a guest calls to cancel a reservation, Ambassador expresses appreciation for the

call and offers a reservation at another time or date.
Reservation commitments and special requests are planned for and met.
DIN.1390
Ambassador shares specific reservation information such as guest names, special

occasions and requests to ensure guest recognition by all appropriate Ambassador.
DIN.1400
restaurant.
DIN.1410
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.
DIN.1420
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.
DIN.1430

DIN.1440
DIN.1450
The Ambassador verifies smoking preference (if applicable) and offers the best table
based upon availability and staffing.
DIN.1460
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
DIN.1480
Ambassador maintains communication with waiting guests and meet commitments

as quickly as possible and within the time quoted.
DIN.1490
DIN.1500
For walk in guests, the Ambassador seating the guests ensures the tables are
properly prepared prior to seating (clean, with menus, etc.)
DIN.1510
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.)
DIN.1550
Ambassador pulls chairs out for guests, beginning with the eldest woman first.
DIN.1570
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.
DIN.1610
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)
DIN.1620
beverage order (on the rocks, with a twist, etc.)
DIN.1630
The Ambassador offers the choice of sparkling or still water, large or small bottle to
the guest.
DIN.1640
Ambassador returns with the aperitif /beverages within three minutes of the order,
serving ladies first. Orders are complete and accurate.
DIN.1650
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.
DIN.1660
Ambassador observes the table, waiting five to ten minutes to approach tables that
have ordered an aperitif (a must for dinner).
DIN.1670
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.
DIN.1680
The Ambassador is expressive and enthusiastic, mentioning best selling items and
making recommendations. The Ambassador proposes starter dishes, main course
dishes, side dishes.
DIN.1690
The order-taker is able to describe the hours, features, and services of all other food
and beverage outlets.
DIN.1700
The order-taker is knowledgeable about the menu offerings, portion sizes and
DIN.1720
Ambassador comments positively on the items chosen, records the meal orders and
poses service questions regarding each specific item ordered (dressings, cooking
temperatures, etc).
DIN.1730
DIN.1740
understanding.
Ambassador thanks the guests for the order.
DIN.1750
Ambassador acts to satisfy special dietary or preparation requests posed by the

guest and helps expedite these requests with the culinary Ambassador.
DIN.1770
The Ambassador removes the food menus (and wine list if wine has also been
ordered), and thanks the guest(s).
DIN.1780
DIN.1790
The Ambassador describes the different types of bread and paired accompaniments.
DIN.1800
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.
DIN.1820
Ambassador changes the ashtrays (if applicable) and refills the water and wine
glasses throughout the meal.
DIN.1830
Ambassador serves ladies and children first, gentlemen second and then the host.
DIN.1840
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).
DIN.1850
Ambassador clears aperitif / drink glasses if empty and with the permission of the
guest.
DIN.1860
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.
DIN.1870
Ambassador inquires about additional service and wishes the guests a pleaseant
meal (for example "Bonne continuation", "Enjoy your meal").
DIN.1880
immediately to any concerns or complaints and act to correct the situation.
DIN.1890
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).
DIN.1900
Ambassador delivers second course items within 10 minutes of clearing the first
course items.
DIN.1910
Ambassador properly positions the plates in front of each guest. Ambassador serves
appropriate condiments with the entrees.
DIN.1920
meal (for example "Bonne continuation", "Enjoy your meal"...).
DIN.1930
immediately to any concerns or complaints and acting to correct the situation.
DIN.1940
Ambassador offers additional water and wine service when glasses are 1/4 1/3 full;
beverage service is attentive and discreet; not pushy.
DIN.1950
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.
DIN.1960
Wines in the flight are served in identical high quality wine glasses.
DIN.1970
and the holder is removed.
DIN.1980
DIN.1990
the Guest is offered to write their comments.
DIN.2000
The Ambassador introduces each wine and talks about the Wine Flight concept, the
DIN.2050
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.
DIN.2060
DIN.2070
DIN.2080
The Ambassador proceeds refill the glasses accordingly and offer additional wine
DIN.2090
According to the concept of the restaurant, the Cheese trolley or a la carte choices
are well represented and are brought to guests' attention.
DIN.2100
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.
DIN.2110
The Ambassador is able to describe the flavor profile, texture, origin and type of
cheese to the guest.
DIN.2120
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.
DIN.2130
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.
DIN.2140
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".
DIN.2160
The Ambassador is able to describe the pastries and available deserts.
DIN.2170
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.
DIN.2180
Ambassador delivers the dessert, ice cream, cheese to the table (within five minutes
of ordering).
DIN.2190
Ambassador comments positively on the items chosen, records the orders and poses
service questions regarding each specific item ordered (sauces, accompaniments,
sugar, cream, etc).
DIN.2200
understanding.
DIN.2210
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.
DIN.2220
Ambassador delivers the digestive / liquor (within 3 to 5 minutes of clearing dessert

plates).
DIN.2230
Ambassador clears dessert, cheese, ice cream plate, and used cutlery as the guests
finish.
DIN.2240
Ambassador changes the ashtrays (if applicable) and removes all empty glassware,
bottles. Water glasses remain on the table.
DIN.2250
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.2260
Ambassador gains permission from the guest before clearing items from the table.
DIN.2270
DIN.2290
DIN.2300
well maintained folder/tray meeting Sofitel specifications with a working pen. A
business card of the hotel/outlet is also provided.
Ambassador collects payment in a timely manner.
DIN.2310
The Ambassador provides a final offer of assistance, thanks the guest and wishes a
good continuation. and invites he/she to return.
DIN.2320
desired.
DIN.2330
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.
DIN.2340
All members of Ambassador offer appropriate hospitality comments while guest

departs the restaurant (i.e.: Merci! Enjoy the rest of your day!)
DIN.2350
The Lunch/Dinner Ambassador updates the Guest History Profile information to note
EMP.0010
EMP.0020
EMP.0030
EMP.0040
temperature).
ceiling.
EMP.0050
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.
EMP.0060
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.
EMP.0070
Corridors are neat, clean and not obstructed.
EMP.0080
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.
EMP.0090
Posters presenting Sofitel/ Accor values are displayed in the main Ambassador's
corridor.
EMP.0100
The weekly Guest Satisfaction scores are displayed in the main Ambassador corridor.
EMP.0110
There are high mirrors positioned on the back/near of each door opening to a guest
area, well fixed and clean.
EMP.0120
EMP.0130
EMP.0140
EMP.0150
Locker rooms are designated with appropriate signage. Signage meets Sofitel
specifications.
The locker rooms are designated non-smoking areas.
High quality locker room facilities are provided.
Locker rooms are immaculate, including lockers, vanity, floors, stalls, sinks, soap
dispensers, toilets (seats, bases, etc.) and mirrors.
EMP.0160
Showers are in excellent condition, with ample hot water and water pressure.
EMP.0170
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
temperature). Air quality is fresh. Ventilation systems are working properly.
EMP.0200
lint. Ceilings in showers are clean, well maintained and free of mold and mildew.
EMP.0210
Floors in showers are, slip resistant, clean, well maintained and free of mold and
mildew.
EMP.0220
ceiling. Light bulbs are energy efficient, in working order. Ceiling fixtures, shades
and sconces are well maintained.
EMP.0230
EMP.0240
Mirrors ("hauteur d'homme"), artwork and dcor 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.
EMP.0250
EMP.0260
EMP.0270
The Sofitel grooming standards posters are displayed.

Sink areas are dry.
Debris is not evident and waste receptacles are emptied well before waste
overflows.
EMP.0280
A sufficient number of clean and well maintained hair dryers is supplied (on request
or fixed to the wall at the vanity area.
EMP.0290
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)
EMP.0300
EMP.0310
EMP.0320
There is an ample supply of clean towels, free of stains and tears.

All supplies are well stocked. Dispensers are clean and well maintained.
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.
EMP.0330
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.
EMP.0340
Plumbing fixtures clean, free of dust, spots and streaks.
EMP.0350
Each stall has a door with an operable privacy lock. Hooks are available in each stall.
EMP.0360
EMP.0370
temperature).
EMP.0380
Artwork and dcor elements are clean (free of dust, streaks, and smudges) and
maintained in good condition (free of cracks, fading, etc.) Artwork are hung properly.
EMP.0390
ceiling. Light bulbs are energy efficient, in working order. Ceiling fixtures, shades
and sconces are well maintained.
EMP.0400
EMP.0410
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
EMP.0430
Tables are properly positioned and aligned within the dining room.
EMP.0440
lint.
EMP.0450
Food and Beverages items are attractively presented and held / served at the
EMP.0460
Food and Beverages items look equally appealing throughout service (beginning
until end). Food appears fresh and delicious throughout service.
EMP.0470
EMP.0480
clean supplies.
EMP.0490
EMP.0500

EMP.0510
FIT.0010
FIT.0020

The Sofitel property has a Fitness centre.
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.
FIT.0032
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.
FIT.0035
FIT.0040
All positions (whether employed or contract) have successfully completed the Sofitel
Induction before being released to service
FIT.0160
Daily newspaper(s) are available and in excellent condition displayed at the

entrance on a stand.
FIT.0170

newspapers.
FIT.0200
theme and dcor of the Fitness Centre.
FIT.0210
temperature).
FIT.0230
There are upscale custom designed and well-appointed light fixtures,

complementing the overall theme of the Fitness Centre. There is excellent overall
illumination.
FIT.0240
FIT.0250
There is a fresh flower arrangement with clean water displayed in the Fitness Centre.
Water is clean and clear.
The Fitness Centre air quality is fresh and clean.
FIT.0260
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.
FIT.0270
Fitness Centre.
FIT.0280
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
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.
FIT.0310
Service listings, brochures and other collateral materials are laser printed or
professionally produced. Materials are current, clean and well maintained.
FIT.0320
An extensive variety of state of the art fitness equipment is available meeting Sofitel
specifications.
FIT.0330
The equipment placement is optimal with sufficient space between machines.
FIT.0340
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.
FIT.0350
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.
FIT.0360
All equipment is in proper working order.
FIT.0370
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.
FIT.0380
Appropriate sized televisions with remote controls are provided and positioned for
maximum viewing. Television reception is perfect. Televisions are clean and
operating properly.
FIT.0390
A water cooler with paper cups and or chilled bottled water is provided.
FIT.0400
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.
FIT.0410
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.
FIT.0420
A wall-mounted clock displaying the accurate time is positioned for maximum

viewing in the Fitness Centre areas.
FIT.0430
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.
FIT.0440
order.
FIT.0450
Mirrors, artwork and dcor 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.
FIT.0460
FIT.0470
FIT.0480
FIT.0490

Flooring is dry unless located in wet areas, in which flooring is non-slip.
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
FIT.0510
FIT.0520
FIT.0530
A selection of fresh fruits is available at the reception area.

Locker rooms are designated with appropriate signage. Signage meets Sofitel
specifications.
The locker rooms are designated non-smoking areas.
Upscale and first class locker room facilities, in keeping with the theme of the spa,
are provided.
FIT.0540
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.
FIT.0550
Locker rooms are immaculate, including lockers, vanity, floors, stalls, sinks, soap
FIT.0560
FIT.0570
FIT.0580
Benching and other furniture are in excellent condition and clean.

theme and dcor of the property.
FIT.0590
Air quality is fresh and mildly scented. Ventilation systems are working properly.
FIT.0600
Ceilings, floors, doors and walls in lockers and showers are clean, well maintained
and free of mold and mildew.
FIT.0640
Ample premium quality locker room amenities are provided for guests using the
facility and meet Sofitel specifications.
FIT.0650
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
FIT.0660
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
FIT.0670
FIT.0680
There is an ample supply of clean high-quality towels, meeting Sofitel specifications,
free of stains and tears.
FIT.0690
There is an ample supply of clean high-quality robes and slippers meeting Sofitel
specifications.
FIT.0700
Chilled mineral water and infused water are available by the saunas and steam
room.
FIT.0710
Wet bags are provided in the locker room for wet clothing and swimwear.
FIT.0720
FIT.0730
Sink areas are dry.

overflows.
FIT.0740
FIT.0750
A sufficient number of clean and well maintained hair dryers are supplied at the
vanity area.
FIT.0760
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
FIT.0770
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.)
FIT.0780
Ambassador delivers appropriate services based on appointment requests, guest

profiles and fitness history.
FIT.0790
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.
FIT.0800
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.
FIT.0810
Ambassador escorts the guest to the reception area, locker room or other area at
the end of class or session.
FIT.0820
he/she to return.
GLF.0010
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.
GLF.0020
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.
GLF.0030
Dress Code rules should be posted in a location where they are visible to the guests.
GLF.0040
Spike cleaning apparatus is available at appropriate exterior entrances leading from

the course at exterior clubhouse entrances.
GLF.0050
Music system is audible, set at appropriate level and is playing non-verbal music
inside of the clubhouse.
GLF.0060
There are appropriate directional signs to the Golf Shop, locker facilities, restrooms,
restaurants, and bar/lounge.
GLF.0070
All areas of the clubhouse are well maintained. All areas of the clubhouse are clean
and fresh in appearance.
GLF.0080
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.
GLF.0090
Shoe services are offered verbally to all guests in attended locker room facilities.
GLF.0100
All bulletin board information is appropriate, professionally presented, neat, well

organized and current. Dates should be current on all available reading materials.
GLF.0110
Weight scale is available in men's and women's locker facilities.
GLF.0120
Golf Shop Ambassador was knowledgeable regarding facilities (course delays,

course conditions, construction) and advises member/guest of these issues in
advance of the round.
GLF.0130
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.
GLF.0140
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.
GLF.0150
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.
GLF.0160
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.
GLF.0170
Golf bag drop Ambassador provided the guest with directions to the staging area.
GLF.0180
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.
GLF.0190
Starter was informative and helpful, informing players of any delays, pace of play
expectation, course conditions, golf car rules and hole placement.
GLF.0200
Member's/guest's golf car is accessible (visible once outside the clubhouse). Golf
cars are staged properly (proper amount, location, alignment).
GLF.0210
Member's/guest's golf bag is placed correctly and securely on the golf car.
GLF.0220
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.
GLF.0230
GLF.0240
The Course Advisor is available throughout the course.

All clubs are thoroughly cleaned when guests completed their round or their practice
session, without having to ask.
GLF.0250
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.
GLF.0260
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.
GLF.0270
All services provided in the Bar and Restaurant at the Golf course mirror the
standards expected at a Sofitel property.
GLF.0280
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.
GLF.0290
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.
GLF.0300
Beverage cart has current tee sheet and knows and uses guest's names in the
greeting verified by cart number or bag tag.
GLF.0310
The Practice Facility has enough room available for the number of golfers present
(no long waiting time) and is well maintained and clean.
GLF.0320
Tees, Fairway, Greens are properly maintained and in good working order.
GST.0010
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).
GST.0030
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...
GST.0042
The Guest Relations Manager is well groomed, impeccably dressed (clean and
Look guidelines.
GST.0045
GST.0047
Each department head or non uniformed Ambassador has a Sofitel pins (or can be a
broche for the ladies) instead of the name tag.
GST.0050
The Guest Relations Manager is fluent in a minimum of two languages including

English accordingly to the mix of Guests.
GST.0070
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)
GST.0100
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.
GST.0110
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.
GST.0112
The Guest Relations Manager or lobby ambassadors meets with every first staying
Guests.
GST.0140
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
GST.0150
VIPs are accompanied to their room by one of the Managers (accordingly to VIP
type).
GST.0155
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).
GST.0165
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.
GST.0170
Check in for VIP (accordingly to VIP type) is performed whether in the Club Millsime
or in the room. In any case, the VIP does not need to go to the reception desk
GST.0180
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.
GST.0190
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.
GST.0200
The hotel has formally defined its Show Around guideline.
GST.0210
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
GST.0220
Each Manager in Guest Relation, reception and sales is fully knowledgeable of the
details of the property Show Around guidelines.
GST.0230
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
ISM.0010
The Sofitel property has appointed an InspiredMeetings planner.
ISM.0022
The InspiredMeetings planner is well groomed, impeccably dressed (clean and

Look guidelines.
ISM.0025
InspiredMeetings Ambassador wears their full new Sofitel uniform including the
name tag jewelry meeting Sofitel specifications.
ISM.0040
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.
ISM.0060
The InspiredMeetings Planner is speaking fluently two languages including English.
ISM.0070
The Sofitel property has an InspiredMeetings brochure accordingly to their category

and in line with the Sofitel specifications for InspiredMeetings brochure.
ISM.0080
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.
ISM.0100
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.
ISM.0110
The InspiredMeetings Planner answers all calls within three rings.
ISM.0120
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.
ISM.0130
The InspiredMeetings Planner addresses the caller by name as soon as natural and
at least twice during the call.
ISM.0140
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.
ISM.0150
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.
ISM.0160
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, socioprofessional 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.
ISM.0170
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.
ISM.0180
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.
ISM.0190
InspiredMeetings planner inquire how the guest will be arriving and leaving, and
offer assistance at the airport and transfer to the hotel by limousine.
ISM.0200
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).
ISM.0210
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.
ISM.0220
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.
ISM.0230
The InspiredMeetings planner thanks the caller "Thank you for calling, Mr./Mrs./Ms X.
Goodbye" and wishes the person an enjoyable stay.
ISM.0240
ISM.0250
ISM.0260
The InspiredMeetings planner confirms within 24 hours whether the event is feasible
in terms of room availability and budget
The property uses the "InspiredMeetings Proposal Management" Tool.
The format of the proposal conforms to the "InspiredMeetings Proposal content"
specifications in terms of visual identity.
ISM.0270
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
ISM.0280
All prices are mentioned, including those of ancillary services such as secretarial
work
ISM.0290
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
ISM.0300
All proposals are followed up within the 72 hours
ISM.0310
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.
ISM.0320
Fresh floral arrangements are available on the InspiredMeetings menu and in place
per the Banquet Event Order.
ISM.0330
requirements of the client and theme of the event.
ISM.0340
The environment is comfortable (lighting levels, music/audio volume, air quality, and
temperature).
ISM.0350
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.
ISM.0360
event/meeting room. Noise from the event/meeting does not disturb adjacent public
areas or meeting rooms.
ISM.0370
There is a variety of well-appointed meeting rooms with design elements of

outstanding elegance and appeal.
ISM.0380
order.
ISM.0390
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.
ISM.0410
Each meeting room is individually named using high-quality, clean, well-maintained

signage coordinated with the dcor and meeting Sofitel specifications.
ISM.0420
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.
ISM.0430
Signage (meeting space map/directory) is available at the main entrance of the

meeting space area and in the property lobby to direct guests.
ISM.0440
Event signage is updated promptly after the completion of the event and the client
is finished with the meeting space.
ISM.0450
ISM.0460
ISM.0470
ISM.0590
ceiling.
Meeting rooms are equipped with wireless high-speed Internet access.
Property technicians supporting a meeting event have successfully completed the
Sofitel Induction before being released to service
ISM.0600
All audiovisual setups are fully operational and tested 60 minutes before the
commencement of a meeting or event.
ISM.0610
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.
ISM.0630
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.
ISM.0640
The tea kettle, espresso machine, service ware and supplies are clean and well
maintained.
ISM.0650
The kettle, espresso machine, tea, coffee, supplies and service ware are elegantly
presented and conveniently positioned near electrical outlets.
ISM.0660
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
ISM.0670
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
ISM.0680
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.
ISM.0690
Rooms are broken down and totally cleaned, or refreshed as appropriate, one to two
hours after a function.
ISM.0700
Nametags are available or prepared in advance accordingly to the customer request.
ISM.0710
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.
ISM.0720
Meeting rooms are available for use when promised and set to client specifications.
ISM.0730
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.
ISM.0740
The hotel has appointed one or several InspiredMeeting Concierge in charge of the
perfect execution of the meeting event.
ISM.0752
The InspiredMeeting Concierge is well groomed, impeccably dressed (clean and

Look guidelines.
ISM.0755
ISM.0760
ISM.0780
The InspiredMeeting Concierge has successfully completed the Sofitel Induction

Program before being released to service.
ISM.0790
The InspiredMeeting Concierge greets the meeting participants upon their arrival.
ISM.0800
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.0770
ISM.0810
The InspiredMeeting Concierge's presence is visible during events/meetings.
ISM.0820
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.
ISM.0830
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.
ISM.0840
Meeting rooms are closed and locked when not occupied. More stringent security
arrangements are provided upon request of the client (charges may apply).
ISM.0850
ISM.0860
Tables are properly set, positioned and aligned within the meeting room.
ISM.0870
of holes and frays, etc.) and properly pressed and high quality linens meeting Sofitel
specifications (100% cotton).
ISM.0880
Table linens are properly positioned and centered on the table.
ISM.0890
Napkins are linen (100% cotton) meeting Sofitel specifications. Napkins are pressed,
folded and clean, free of holes, tears, frayed edges and stains.
ISM.0900
A coat check area is available in the event/meeting room area.
ISM.0910
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.
ISM.0920
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.
ISM.0930
All banqueting positions have successfully completed the Sofitel Induction Program
before being released to service.
ISM.0940

ISM.0950
The Ambassador is knowledgeable about known food allergies and indicates items
that may represent a risk to the guest (if applicable).
ISM.0960
ISM.0970

The Ambassador knows whom to contact if a guest needs communication
assistance.
ISM.0980
ISM.0990
A wide array of banquet, reception and refreshment (coffee) break menus reflecting
current culinary trends are available. Menus are accurate and descriptive.
ISM.1000
The InspiredMeeting Concierge's presence is visible during events/meetings.
ISM.1010
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.
ISM.1020
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.
ISM.1030
Flatware is clean, polished and properly placed on the table (for dining events based
on the Banquet Event Order).
ISM.1040
and range of glassware is for each beverage type based on the Banquet Event
Order.
ISM.1050

and well maintained (no cracks, chips, and blemishes) and set properly based on the
Banquet Event Order.
ISM.1060
Matching china, glassware, flatware and linen is used (mixed styles are
unacceptable).
ISM.1070
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).
ISM.1080
Refreshment breaks and other food stations are attractively set and refreshed per
client and Banquet Event Order instructions.
ISM.1090
All break stations and break kitchen and storage areas are maintained in a clean and
sanitized condition.
ISM.1100
The floor areas around the break stations are clean, free of crumbs, paper debris and
liquid spills. Soiled service ware is removed promptly.
ISM.1110
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.
ISM.1120
ISM.1130
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.
ISM.1160
ISM.1170
ISM.1180
ISM.1190
Buffet items are consistently replenished (never in front of the guest) and never run
below 1/3 full.
ISM.1210
clean supplies.
ISM.1220
ISM.1230
ISM.1240

ISM.1250
ISM.1260
The InspiredMeetings Ambassador updates the Guest History Profile information to

LIB.0010
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.
LIB.0020
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.).
LIB.0030
LIB.0040
Books are in excellent condition and maintained in an organized manner.

Daily newspaper(s) - on line editions are accepted - are available in the library and
are in excellent condition.
LIB.0050
Newspapers include at a minimum, local, international and French newspapers.
LIB.0060
A wide selection of complimentary magazines is available in library, featuring French

culture and other popular themes (including on line editions).
LIB.0070
theme and dcor of the Library.
LIB.0080
temperature).
LIB.0090
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.
LIB.0100

LIB.0110
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.
LIB.0120
The Library physical environment (Ceilings, Walls, Floors and door) is clean and well
maintained.
LIB.0150
There is a fresh flower arrangement displayed In the Library. Water is clean and
clear.
LIB.0160
LIB.0170
LIB.0180
ceiling.
Light bulbs are energy efficient, in working order..
Bar service (including light snacks) meeting Sofitel Bar Standards is available during
Restaurant and Bar hours of operation in the Library.
LIB.0190
The Library is free of soiled Bar service ware such as cups, glassware, cutlery,
napkins, etc.
OTS.0010
All in-room telephone requests are directed to an internal call centre on a 24/7, basis
including Room Service orders.
OTS.0022
The Internal Call Centre Ambassador is well groomed, impeccably dressed (clean
and pressed) demonstrating attention to detail accordingly to the Sofitel Appearance
/ Look guidelines.
OTS.0025
OTS.0040
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 ...
OTS.0050
OTS.0070
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.
OTS.0080
Guest names and room numbers are never communicated to callers without the
express permission of the guest.
OTS.0090
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.
OTS.0100
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.
OTS.0110
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).
OTS.0130
Information is located in the Guest Directory informing guests of complimentary

amenities.
OTS.0140
Ambassador is knowledgeable of local drug/convenience stores to obtain nonstandard amenities. Ambassador offer to get items for the guest.
OTS.0150
All operational departments have a telephone name display (with language code
where available).
OTS.0160
OTS.0170
Ambassador answers all calls within three rings (no exception) using the guest's
name when known.
Incoming calls are transferred within five seconds.
OTS.0180
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.
OTS.0185
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.
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.
OTS.0250
Ambassador practices active listening skills. For example, responding by

acknowledging, "Yes," "I see," and "I understand".
OTS.0260
OTS.0270
Each call is ended on a positive note such as "Thank you for calling" or "We
appreciate your call".
Ambassador always allows the caller to hang up first.
OTS.0280
Ambassador always asks the caller's permission and waiting for a response prior to
placing the caller on hold.
OTS.0290
Ambassador never places a caller on hold for more than one minute. Offering to call
the person back if a wait exceeds one minute.
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.
OTS.0310
When transferring a call, Ambassador waits on the line to ensure the correct transfer
has occurred.
OTS.0320
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.
OTS.0330
Ambassador communicates the necessary details to the party receiving the

transferred call.
OTS.0340
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.
OTS.0350
Automated voicemail greetings indicate the Ambassador and department name and
an alternative contact if Ambassador person is unavailable (due to travel, out-ofoffice, all day meetings, etc.). If the person is out of the office, the call is
automatically transferred to the alternative contact.
OTS.0380
Ambassador uses the guest name at least once during the service interaction.
OTS.0390
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.)
OTS.0400
Ambassador devotes his/her full attention to the guest without interruption.
OTS.0410
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.
OTS.0420
Ambassador anticipates guest's needs or offers a personalized recommendation.
OTS.0430
OTS.0440
Ambassador accurately and precisely arranges the services to meet the guest's
needs and provide it in a convenient estimated time.
OTS.0450
Ambassador reconfirms information or services arranged.
OTS.0470
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.
OTS.0500
Ambassador follows-up with the guest after the experience to ensure guest
satisfaction.
OTS.0510
Ambassador immediately responds with Sofitel problem resolution techniques if the

guest was not satisfied.
OTS.0520
Wake-up Call service is available 24 hours a day, seven days per week and delivered
by a person (automated calls not allowed).
OTS.0540
The Ambassador provides a warm and sincere greeting using guest's name when
call is requested.
OTS.0550
When a wake up call is requested, the Ambassador reconfirms the room number and
wake up time.
OTS.0560
The Ambassador offers a second wake-up call 15 minutes after the first call is
placed.
OTS.0570
Wake-up calls are received within two minutes of the requested time and include a
personalized greeting (with "Bonjour"), and the weather forecast.
OTS.0580
Guest messages, not directed to voicemail, are entered into the Property
Management System (PMS) or handwritten in locations without a PMS message
system.
OTS.0590
Ambassador taking messages repeat the message and call back number to the
caller to ensure accuracy.
OTS.0600
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.
OTS.0610
Ambassador place messages in an envelope with the guest's surname clearly

indicated and notify the guest via guestroom voicemail of the waiting message.
OTS.0615
Guest's surname spelling and room number are correct, elegantly written on the
envelope.
OTS.0620
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.
OTS.0630
The Internal Call Centre Ambassador updates the Guest History Profile information to
PBA.0010
The lobby includes guest service locations sufficient to accommodate guest

registration and departure processes, Concierge services and luggage assistance.
PBA.0020
PBA.0030
Secure, high quality Wifi internet access is available in all public areas
All guests requesting information on a specific location (outlet, library, toilets...) are
accompanied personally to the requested location / outlet.
PBA.0050
temperature).
PBA.0060
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.
PBA.0065

PBA.0070
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.
PBA.0080
Noise levels from service areas or adjacent public areas are not audible in the lobby.
PBA.0090
order. The upholstery materials are in excellent condition (not worn, punctured or
faded) and clean (free of crumbs, stains and dirt).
PBA.0110
Furniture arrangement is conducive to guest relaxation and conversation, with

multiple conversational groupings accommodating several small groups and reflects
the original placement and design.
PBA.0130
PBA.0140
PBA.0150
PBA.0160
PBA.0170
PBA.0180
PBA.0190
ceiling.
Brochure racks and guest information displays reflect the dcor 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.
Waste receptacles are emptied before reaching full.
Ash urns / ashtrays are clean and free of cigarette butts..
There is at least one fresh flower arrangement (following Sofitel Botanical
guidelines) displayed In the Lobby. Water is clean and clear.
PBA.0200
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.
PBA.0270
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.
PBA.0290
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.
PBA.0300
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).
PBA.0320
PBA.0330
PBA.0345
PBA.0410
Windows, window coverings and frames clean and free of dust, lint and smudges
(inside, outside).
Windows and coverings function properly and are clean.
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.
PBA.0420
Daily newspaper(s) are available in the lobby and public seating areas and are in
excellent condition.
PBA.0430

daily newspaper (on line editions are accepted).
PBA.0460
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.
PBA.0470
The public seating areas are free of soiled Bar service ware such as cups, glassware,
cutlery, napkins, etc.
PBA.0800
Upscale and first class public restroom facilities, in keeping with the theme of the
property, are provided.
PBA.0810
The number and location of the restrooms are appropriate based on meeting rooms,
restaurants, lounges and other public spaces (pools, spas, lobbies, etc.)
PBA.0820
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.
PBA.0830
PBA.0840
theme and dcor of the property and is comfortable.
PBA.0890
PBA.0900
PBA.0930
PBA.0940
PBA.0950
PBA.0970
PBA.0980
PBA.0990
ceiling.
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
House telephone stations and equipment are clean and well maintained.
Message pads and pens (or pencils) meeting Sofitel brand identity specifications are
supplied at each telephone station.
PBA.1000
The environment is comfortable (lighting levels, air quality and temperature) and
matches the theme and dcor of the property.
PBA.1020
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.
PBA.1030
Elevators are immaculate, including doors, ceiling, wall vents, panel, floors and
carpets. The elevator trim, moldings, handrails, etc. are in good repair.
PBA.1040
PBA.1050
Lighting fixtures are clean (no dust or cobwebs).

PBA.1070
The emergency phone/intercom and automatic doors are working properly.
PBA.1080
Elevator floor markers work properly and are illuminated. Elevator push buttons are
illuminated and clean.
PBA.1090
Interior signage for the elevators is in place meeting Sofitel Brand Identity
specifications.
PBA.1100
Property Ambassador uses the service elevator (if provided) rather than the guest
elevator
POL.0010
A swimming pool is available, open and accessible to guests (opening hours are
adpated accordingly to Guests segments' expectations and local regulations)
POL.0020
POL.0030
POL.0040
For those properties without a pool on site, a pool, in close proximity to the property
is available for guest use.
The pool facility is comfortable, safe, clean and well maintained.
Children 14 and under must be accompanied and supervised by an adult unless
otherwise specified by local law.
POL.0062
Ambassador are well groomed, impeccably dressed (clean and pressed)

guidelines.
POL.0065
POL.0070
POL.0080
POL.0090
The swimming pool and its surroundings are well-maintained, impeccably clean and
hygienic, in compliance with local regulations.
POL.0100
The pool facilities are arranged to accommodate a variety of settings (i.e., sunny,
shaded, quiet / relaxing, high-energy / activities, children's areas, etc.)
POL.0110
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
POL.0120
Style and quantity of furniture is sufficient to meet guest demands and the size of
the area.
POL.0130
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.)
POL.0140
The controllable elements of the environment / atmosphere match the theme and
dcor of the pool and are comfortable. (Indoor pools have a greater control over
temperature, lighting, etc.)
POL.0150
The environment /atmosphere is adjusted and reflects the time of day.
POL.0160
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.
POL.0170
POL.0180
Operating hours are posted prominently.

Pool rules are posted prominently (including parental supervision and other safety
topics required by Sofitel and local regulations).
POL.0190
Safety and other required signage (including "No Diving") is prominently displayed
per local regulation.
POL.0200
Signage indicating whether a lifeguard is on duty is posted and communicates the

necessary information per local regulations.
POL.0210
All pool signage is clean and well maintained meeting Sofitel Brand Identity
specifications. Signage is in English and the local language.
POL.0220
Pool lighting meets local regulations and Sofitel Design and Construction
specifications.
POL.0230
Underwater lighting illuminates outside pools from dusk to dawn. Underwater

lighting illuminates indoor pools during operational hours.
POL.0240
POL.0250
POL.0260
POL.0270
POL.0280
POL.0290
POL.0300
POL.0310
Depths are clearly indicated and visible on the pool coping and at the waterline of
the pool in both feet and meters.
Floater lines are in place as required by local regulations.
Diving boards, diving platforms, slides and trampolines are prohibited.
There are stairs or scales/ladder in each corner of the swimming pool.
The appearance of the pool water is clear and free of debris.
Chlorine and PH levels are monitored and maintained per Sofitel and local
regulations.
The water temperature is comfortable.
The proper number and type of life safety devices (including life hooks) are
prominently displayed and easily accessible per local regulation.
POL.0320
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.
POL.0330
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.
POL.0340
An adequate supply of pool towels is available at poolside on a complimentary basis.
POL.0350
POL.0370
POL.0380
Pool towels meet Sofitel specifications. Towels are clean, free of rips, stains and
tears.
Pool towels are rolled up and placed on each chair prior to guest arrival.
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.
POL.0390
Chairs are prepared in a ready state prior to pool opening and immediately
refreshed as the guests depart the area.
POL.0400
Guests are offered tray/basket in which to place personal items such as sunglasses,
sun block, books, etc.
POL.0410
The following pool items and services are available to guests: sun block cream,
sunhats/caps, sunglasses and a mineral water spray, cool face towels.
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.
POL.0440

newspapers.
POL.0450
A wide selection of complimentary magazines is available at the pool, featuring

French culture and other popular themes (on line editions are accepted).
POL.0470
Food and beverage service is available poolside and meets the same quality of
service and product as in property restaurants and bars.
POL.0480
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.
POL.0490
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.
POL.0500
POL.0510
POL.0520
POL.0530
POL.0550
non-alcoholic offerings meeting Sofitel specifications.
Menus and beverage lists presented in English and the local language.
The mandatory Sofitel core beverage program is followed 100% (pouring and "must
have" brands, depth of choices, etc.)
POL.0560
Jigger system (or other measuring device) is used to measure and pour alcoholic
beverages; free pouring is not permitted.
POL.0570
cocktails.
POL.0580
POL.0600
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.)
POL.0610
Glassware (plastic only) is clean, sanitized, clear, and free of chips, cracks or spots.
POL.0620
POL.0630
POL.0640
POL.0650
Only plastic glasses and bottles are used at poolside.

The proper condiments and service ware are served with all food items.
Food and beverage items are delivered at the proper temperature.
A Pool Butler is staffed at resorts during pool operating hours.
Ambassador ensures pool areas are clean and crisp and pool rules are respected and
followed.
Guests are greeted within 20 seconds of their arrival at the pool.
POL.0660
POL.0670
POL.0680
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
POL.0690
Ambassador escorts guests to seating areas that meet their needs (lounge chairs,
tables, in the sun or shade, etc.)
POL.0700
Ambassador offers umbrellas, cold towels, items for children, and a cool drink once
they are settled in.
POL.0710
Ambassador is attentive to the guests throughout service in a caring but nonintrusive 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.
POL.0720
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.
POL.0730
Ambassador verifies satisfaction once guests are settled and requested items have
been delivered.
POL.0740
Ambassador is attentive to the guests throughout service in a caring but nonintrusive manner. Service is prompt; guests never wait for additional service or their
check.
POL.0750
Ambassador offers beverage replenishment when beverages are 1/3 full.
POL.0760
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.
POL.0770

request.
POL.0780
The checks are delivered in a Sofitel approved check presenter in excellent condition
and a functioning Sofitel Pen.
POL.0790
Ambassador offers to help move the guest into the sun or shade as the sun moves
and/or becomes hotter or cooler.
POL.0800
Ambassador offers additional services related to sun screen, cool mineral water
mists, adjusting umbrellas, reading materials, sun glass cleaning, etc.
POL.0810

POL.0820
The Ambassador thanks the guest and wishes a invites them to return "Bonne
journe", "Bonne soire"
POL.0850
young children.
POL.0860
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.
POL.0870
The kids' activities areas are open from 10 am to 10 pm including mini buffet, kids
camp, cooking, and other directed age-appropriate activities.
POL.0880
The Pool Ambassador updates the Guest History Profile information to note both
RBA.0012
The Housekeeping Ambassador is well groomed, impeccably dressed (clean and

Look guidelines.
RBA.0015
RBA.0020
All positions (whether contracted or subcontracted) have successfully completed the

Sofitel Induction Program before being released to service.
RBA.0030
All rooming lists are kept confidential.
RBA.0040
Occupied guestrooms are cleaned thoroughly each day. Fresh linen, maid services
and bathroom supplies are available upon request.
RBA.0050
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.
RBA.0060
The Housekeeping Ambassador updates the Guest History Profile information to note
RBA.0070
Guestrooms receive full, preventive maintenance at least three times per year.
Preventive maintenance activities are documented, filed and available for review.
RBA.0080
All guest requests for maintenance are responded to within 15 minutes in a

courteous fashion while ensuring guest privacy.
RBA.0090
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.
RBA.0100
Maintenance and repairs are performed in an unobtrusive manner.
RBA.0110
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.
RBA.0120
The safe doors are left ajar in clean and vacant rooms ready for the next guest.
RBA.0130
The Ambassador is aware of the specific Sofitel Packages offered and prepare the
related services accordingly.
RBA.0140
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.
RBA.0150
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
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.
RBA.0170
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)").
RBA.0180
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.
RBA.0190
The Ambassador member ensures the door is securely closed after departing.
RBA.0200
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.
RBA.0210
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.
RBA.0220
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.
RBA.0230
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.
RBA.0240
Guestroom corridor environment is comfortable (lighting levels, air quality, and

temperature).
RBA.0270
Lighting fixtures are clean (no dust or cobwebs) and firmly attached to the wall.
Shades and sconces are well maintained.
RBA.0285
Corridors are clean and in perfect condition (ceiling, floors, doors and windows).
RBA.0340
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.
RBA.0350
Housekeeping closets, linen rooms, storage areas are secure. Laundry and trash
chutes are self-closing and self-locking.
RBA.0360
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.
RBA.0370
Guestroom corridor signage design is well-defined in harmony with the property.

Signage is outstanding in quality and unique, well maintained and clean.
RBA.0390
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
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.
RBA.0260
RBA.0440
An inventory of rooms for disabled guests is maintained, meeting brand

specifications and local regulations.
RBA.0450
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.
RBA.0470
All guestroom entry doors are equipped with a one-inch dead bolt and equipped with
a 180 security viewer. A security door guard (J or U bar) is installed.
RBA.0480
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.
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
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.
RBA.0520
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.
RBA.0530
Guestroom entry doors are equipped with legible room numbers, properly mounted.
RBA.0540
Guestroom doors are clean, (free of marks, top free of dust and lint, edges and
door vent clean and free of dust and lint).
RBA.0550
RBA.0560
Doors are well maintained (finish intact, free of scratches, damage). Guestroom
doors have no visible chips, scratches, cracks, dust or stains.
Tracks and doorframes are clean and working properly.
RBA.0570
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.
RBA.0590
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.0660
There are no insects (alive or dead) on walls, floors, ceilings or furnishings.
RBA.0670
Adequate guestroom noise insulation from corridors, adjacent rooms and outside
noise is provided.
RBA.0680
Guestroom windows glass and frames are clean and clear inside and out, free of
smudges, fingerprints, streaks, insects, cobwebs, etc.
RBA.0705
Rooms are clean and in perfect condition (ceiling, floors, doors and windows).
RBA.0710
Rooms are equipped with excellent quality blackout drapes and enhanced shades or
blinds with side drapes covering all windows or other glass areas.
RBA.0720
Drapes, valance and sheers are properly coordinated with the surrounding decor and
are clean and free of holes, tears and stains.
RBA.0730
Drapery cords and springs are functioning properly. Draperies are hooked and hung
properly.
RBA.0740
Guestroom windows on the ground level are equipped with an effective locking
device.
RBA.0750
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.
RBA.0770

RBA.0780
RBA.0790
RBA.0800
Furniture and case goods are clean, and free of scratches, chips, dents, holes, or any
other damage.
The desk is free of clutter providing sufficient work area for the guest.
Upscale matted/shiny and framed art work is in place and well coordinated with the
dcor.
RBA.0810
A clean, well-maintained full-length mirror, framed or beveled is provided in the

room.
RBA.0820
All mirrors, pictures and other decorative items are dust free, hung appropriately
and are clean and free of any damage.
RBA.0830
Each room is equipped with a functional light switch located at the entrance door.
RBA.0840
RBA.0850
Light and lamp switches are easily accessible and free from any hazard.
Light fixtures and lamps harmonize with the dcor of the room.
RBA.0860
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.
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.0890

Lampshades are clean and well maintained, firmly attached and balanced. Seams
face the wall.
RBA.0900
RBA.0910
RBA.0920
RBA.0930
RBA.0940
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.
HVAC is not loud or intrusive and does not disturb the guest.
Guestrooms smell fresh and are well ventilated.
RBA.0950
The room temperature is adjusted to the standard level for the hotel location and
local practice (e.g. 20C in Europe, 72F in the United States) and the humidity level
is checked (adjusted according to the location).
RBA.0960
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).
RBA.0970
RBA.0980
Each guestroom is equipped with one clean and well-maintained fire-resistant

wastebasket with a liner.
Wastebaskets / bins are upscale and complement the dcor of the room.
RBA.0990
There is one Room Directory, meeting Sofitel specifications, placed on the desk.
RBA.1000
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
RBA.1005
A Room service Menu, meeting Sofitel specifications, is available in the room and
placed on the desk
RBA.1010
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.
RBA.1020
The following printed materials are available in the room: 2 breakfast pre-order
forms meeting Sofitel Brand Identity specifications.
RBA.1030
All printed materials are presented in a tidy manner. Materials are fresh and new in
appearance.
RBA.1040
Closets are illuminated and fully enclosed. Lights switch off automatically when
closet doors are closed.
RBA.1050
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.
RBA.1060
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.
RBA.1070
For Sofitel Suites, Club Millsimes 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
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.
RBA.1090
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
RBA.1120
In Suites, an In Room Fitness program (including Yoga mat and Sports kit) is
available.
RBA.1130
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).
RBA.1140
Digital in-room safes are large enough to hold a laptop computer are provided in the
closet.
RBA.1150
Instructions, meeting Sofitel Brand Identity Guidelines, on how to use the safe are
placed nearby.
RBA.1160
An iron and a full size ironing board is available at least through Internal Call Centre
upon request.
RBA.1170
The iron have a auto shut off, non stick with a Teflon finish, is functioning and in
perfect condition.
RBA.1180
RBA.1190
The telephone and voicemail systems are activated at the point of guest registration
in the PMS.
Each guestroom bedroom has one telephone.
RBA.1195
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).
RBA.1210
Each phone must have a prominent message/voice mail notification lamp.
RBA.1220
The telephone has the new Sofitel Brand Identity phone face.
RBA.1230
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.
RBA.1240
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.
RBA.1250
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.
RBA.1255
There is a complementary access to wifi at least with a low bandwith access.
RBA.1260
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.
RBA.1270
RBA.1280
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
There are electrical outlets and universal electrical adapters mounted in a location
that is convenient to the desk for the use of personal computers.
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
Computer/telephone chargers/adapters and other business equipment may be

rented at the business centre/Concierge.
RBA.1330
All guestrooms contain a high-quality, oversized (minimum 32") flat-screen HD

television set.
RBA.1340
RBA.1350
RBA.1360
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.
RBA.1370
The television remote control is placed in the room, as close as possible from the
television.
RBA.1380
Televisions are clean (dust free front, back and sides) and well maintained and the
reception is clear (perfect sound and image).
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
RBA.1460
RBA.1470
RBA.1475
RBA.1480
RBA.1490
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.
The TV channels are indicated on a TV channel directory.
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.
The alarm is in the "off" position and the correct time is displayed.
Suites are equipped with the BOSE speaker and music system according to Sofitel
specifications.
RBA.1500
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
RBA.1510
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.
RBA.1530
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).
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
Clean, well maintained, accurate mini-bar price list, meeting Sofitel Brand Identity
specifications, is provided near the unit.
RBA.1570
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 minibar (such as beer, wine and high-ball glasses)
RBA.1580
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
RBA.1585
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.1590
RBA.1600
All beverages and snacks are within expiry date.

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
RBA.1630
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 buckets are clean and well maintained
Ice service is available within 15 minutes of the request when ice machines are not
present.
RBA.1640
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).
RBA.1650
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.
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 overmattress 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
For Sofitel properties offering the possibility to change linen on demand, a card is
displayed to inform the Guest.
RBA.1710
RBA.1720
The bed is clean and properly made, with no visible creases.

The duvet is plumped up (duvet not tucked in, etc.), and its softness and comfort are
immediately visible to the eye.
RBA.1730
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.
RBA.1732
For Suites and club floor, Ambassador is advising the Guest on the different kind of
pillows and makes recommendations according to the Guest preferences.
RBA.1734
For Suites/Club floor , when the guest has selected his / her preferences, the
Ambassador proposes a convenient delivery time to personalize the pillows.
RBA.1736
For Suites/club Floor, the pillows are set up according to the Guest selection and
delivered as planned.
RBA.1740
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.
RBA.1750
Mattresses, pillows, blankets, toppers, pads and linens meeting Sofitel

specifications, are clean and in good condition, free of holes, tears, stains or
damage.
RBA.1760
Bed skirts/box spring covers are perfectly aligned and not dragging on the floor.
RBA.1770
RBA.1780
RBA.1800
RBA.1810
There is one mattress pad per bed meeting Sofitel specifications. Pads are fitted and
cover the sides of the mattress.
One white pillowcase and pillow cover is provided per pillow.
Children's cribs and cots are available through the Internal Call Centre.
Cribs and cots are in excellent condition and meet current approved safety
standards.
RBA.1820
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.
RBA.1825
Extra beds are prepared like a "MyBed": mattress, over mattress, drain sheet, sheet,
duvet with cover and Sofitel pillows.
RBA.1830
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
RBA.1840
Bathroom ceilings, walls, vents, panels, are clean; free of dust and smudges and
mildew. Paint and surfaces are free of damage.
RBA.1870
RBA.1880
Bathroom wall coverings and corner guard mounts are coordinated with guestroom
dcor.
Excellent quality floor coverings including ceramic tile, marble or granite.
RBA.1890
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.
RBA.1910
RBA.1920
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
RBA.1950
There is a double pronged robe hook in the bathroom.

There is a high degree of style, some artwork or wall enhancements.
Excellent-sized bathrooms, affording guests increased ease of movement and
comfort.
RBA.1960
RBA.1970
The decor of the bathroom is coordinated with the decor of the guestroom.
RBA.1980
RBA.1990
Bathroom ventilation system works properly and is silent.

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
RBA.2030
RBA.2040
Adequate lighting (minimum two 75 watt bulbs or 2,550 lumens) is provided in both
the vanity area and bathroom.
Light bulbs are functioning and dust-free.
Plumbing is quiet (no significant noise).
RBA.2050
RBA.2060
RBA.2070
RBA.2080
RBA.2090
Water saving devices are used on toilets, showerheads and faucets.

Water (shower) runs hot within 10 seconds. Hot water is available at all times. The
temperature range is 105 - 115F (41 - 46C)
Shower water pressure is sufficiently strong.
Water conservation methods are utilized at the property according to local law but
do not impact the comfort of the guest.
RBA.2100
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.
RBA.2110
There are enhanced faucets and fixtures and upgraded showerheads. The
showerhead has an adjustable flow and is in good condition.
RBA.2120
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.
RBA.2130
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.
RBA.2140
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.
RBA.2150
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.
RBA.2160
RBA.2170
RBA.2180

Towel bars / shelves for linen storage are installed.
The bathroom electrical outlets are located next to the mirror (where permitted by
local regulations) and have a Ground Fault Interrupter.
RBA.2190
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.
RBA.2200
Vanity equipment includes: - 1 soap dish - 1 tray - 1 container box - 1 tissue box
RBA.2210
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.
RBA.2220
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.
RBA.2230
Toiletries in Classic, Superior and Deluxe rooms meet the Sofitel Toiletries Program
specifications.
RBA.2240
Toiletries in Club Millsime, Sofitel Suites meet the Sofitel Toiletries Program
specifications.
RBA.2250
RBA.2260
RBA.2270
RBA.2280
RBA.2290
RBA.2295
RBA.2300
Toiletries in Opera and Prestige Suites meet the Sofitel Toiletries Program
specifications.
Toiletries are replenished after 50 percent consumption.
Toiletries are neatly arranged or displayed in a high quality basket or tray and
provided in the bathroom.
Toiletry packaging is fresh and in good condition.
Towels are soft, plush, no synthetic fibers; 100% cotton.
Terry meets Sofitel specifications: Yves Delorme Lines
The hotel is following the Plant for the Planet Program
RBA.2310
The Sofitel Plant for the Planet card is placed on the vanity.
RBA.2320
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)
RBA.2330
Bath Linens in Sofitel Suite & Club Millsime 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
RBA.2340
For Sofitel Suite & Club Millsime Rooms, Guest toilet contains: - 1 x 50 gr. Soap - 5
face towels rolled in a small basket - 1 tissue box
RBA.2350
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
RBA.2360
For Sofitel Suite, Club Millsime Rooms, Opera and Prestige Suites, guest toilet
contains: - 1 x 50 gr. Soap - 5 face towels rolled in a small basket - 1 tissue box
RBA.2370
Bath linens are clean, soft, pleasant smelling and in immaculate condition (no holes
or frays). New towels are never used before washing thoroughly.
RBA.2380
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.
RBA.2390
On request, additional bathrobes are provided in the guest's size.
RBA.2400
A stainless metal waste bin with a lid and a rubberized base is placed in the
bathroom.
RBA.2410
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).
RBA.2420
RBA.2430
RBA.2440
RBA.2450
RBA.2460
Possibility to have a dustbin which enables to sort wastes and recycle

Waste bins are clean and well maintained inside and out.
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 presented in an embroidered linen / cotton bag.
The hair dryer is displayed so as to be found easily by the guest (and not hidden in
the closet
Turndown service is provided to all guests.
RBA.2470
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.
RBA.2480
If the guest is in his/her room, the Ambassador member asks permission to prepare
his/her room for the night.
RBA.2490
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.
RBA.2500
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.
RBA.2510
The bed is turned down per MyBed specifications. The bedspread/counterpane/throw

is removed, folded and put away per standards.
RBA.2520
A floor mat, with slippers, is placed beside the bed (two in the case of double
occupancy).
RBA.2530
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).
RBA.2540
The guestroom temperature is not adjusted.
RBA.2550
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.
RBA.2560
Night light in bathroom is illuminated. (If make-up magnifying mirror is used as the
night light, then it should remain turned on).
RBA.2570
Guest clothing items are neatly arranged, folded and placed on surfaces or on the
bed. Shoes are neatly arranged in pairs
RBA.2580
Arrangement of guest belongings is respected. Cash and other personal items

(receipts, credit cards, passports, etc.) are not disturbed.
RBA.2590
Water glasses are not emptied as they may contain medicine or contact lenses.
RBA.2600
RBA.2610
RBA.2630
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.
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
The dry cleaning/laundry service is provided seven days a week, during business
hours.
RBA.2670
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
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.
RBA.2690
Laundry deliveries are made before 9.00 PM or at the time requested by the guest.
RBA.2702
Laundry Ambassador is well groomed, impeccably dressed (clean and pressed)

guidelines.
RBA.2705
RBA.2710
Laundry Ambassador wears their full new Sofitel uniform including the name tag
RBA.2720
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.
RBA.2730
Folded garments are placed inside a wicker basket with the laundry slip (the guest
retains a copy) or other proper container per Sofitel specifications.
RBA.2740
RBA.2750
The hotel provides Shoe Shine service

Shoes are collected within 15 minutes of the request.
RBA.2760
Shoes are delivered when promised (as stated by Ambassador / instruction sheet).
RBA.2770
Guest Bathroom Bathtub/Shower Enclosures/Fixtures/Shower Curtain and Overlay

(Cleanliness)
RBA.2780

(Condition)
RES.0010
The hotel has a reservation service distinct from reception and the switchboard.
RES.0020
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).
RES.0025
In any case, a reservation can be made 24 h / 24 h, 365 days a year (no voice mail)
RES.0027
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).
RES.0040
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
Reservation Ambassador is well groomed, impeccably dressed (clean and pressed)

demonstrating attention to detail accordingly to the Sofitel Appearance / Look
guidelines.
RES.0055
RES.0070
Reservations Agents answer all calls within three rings.
RES.0080
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.
RES.0090
Reservation Agents address the caller by name as soon as it is possible in a natural

tone and at least twice during the call.
RES.0110
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.
RES.0120
Reservation Agents use vocabulary that is professional, clear and concise;

etc.)
RES.0130
RES.0132
RES.0134
Reservation Agents inquire whether the guest is a member of the Sofitel AlClub
Loyalty Program.
Reservation Agents inquire whether the guest has stayed before.
In any case, reservation agents thank the customer either for his loyalty, either for
showing interest for the property.
RES.0140
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.
RES.0150
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...).
RES.0160
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.
RES.0170
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.
RES.0175
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.).
RES.0180
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.
RES.0195
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
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.
RES.0210
Reservation Agents confirm the reservation by accepting a credit card guarantee or

direct billing authorization.
RES.0220
Reservation Agents communicate the terms of cancellation and consequences of noshow.
RES.0260
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.
RES.0272
If the reservation is processed directly by the property, a confirmation is processed

in the same day via email or fax or postal mail.
RES.0276
Regardless of the type of confirmation, paper or electronic, the confirmation is

meeting Sofitel brand identity requirements.
RES.0290
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.
RES.0300
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.
RES.0310
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.
RES.0320
In the case of an advance deposit reservation, the deposit is also refunded.
RES.0330
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).
RES.0340
The Reservation Ambassador updates the Guest History Profile information to note
RMS.0010
Room Service is available 24 hours a day, seven days a week.
RMS.0022
The Room Service Ambassador is well groomed, impeccably dressed (clean and
pressed) demonstrating attention to detail accordingly to the Sofitel Appearance /
Look guidelines.
RMS.0025
Room Service Ambassador wears their full new Sofitel uniform including the
nametag and jewelry meeting Sofitel specifications.
RMS.0040
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.
RMS.0050
Room Service Ambassador have at least a good command of English related to

Room Service menus and services.
RMS.0060
RMS.0070
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.
RMS.0075
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).
RMS.0090
The Continental Breakfast menu is served 24 hours a day, seven days a week.
RMS.0100
All menu items are described in English and the local language (additional
languages are allowed accordingly to the mix of nationalities).
RMS.0120
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
RMS.0130
Room Service order takers answer telephone within three rings. There are no
background noises
RMS.0140
The order-taker provides a cheerful greeting ("bonjour..." "bonsoir...") using the

guest's name and offers to serve.
RMS.0155
Ambassador projects a positive, polite, professional and courteous demeanor.
RMS.0160
The order-taker uses the guest's surname 2 times during the call: 1 at greeting, the
second at closing.
RMS.0170
The order-taker is knowledgeable about the menu offerings, portion sizes and
RMS.0180
The order-taker is able to describe the hours, features, and services of all other food
and beverage outlets.
RMS.0190
If requested, the order-taker arranges for menu items available from other food and
beverage outlets. Tout est possible!
RMS.0210
The order-taker uses suggestive up-selling techniques and makes recommendations

(offering beverages, wine, bottles water, appetizers, desserts, etc.)
RMS.0220
Order-takers ask the appropriate preparation/condiment questions based on the

guest's order.
RMS.0225
If the Guest is taking several courses (appetizers, main Course, desserts) the ordertaker proposes a service in 2 sequences.
RMS.0230
The order-taker repeats the complete order and asks to the guest if any additional
assistance is needed.
RMS.0240
If the breakfast is included in a package, the order taker confirms with the guest that
the breakfast is included.
RMS.0245
The order taker proposes several choices of newspaper to be included with the
delivery.
RMS.0250
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 "
RMS.0260
If the order takes more than the time quoted, the order-taker notifies the guest, to
offer an apology and give another estimate time.
RMS.0270
The order-taker thanks the guest for the opportunity to serve and allows the guest to
hang up first.
RMS.0290
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.
RMS.0300
The Ambassador is aware of the specific Sofitel Packages offered and prepares the
related services accordingly to the room layout (breakfast in room, amenities,...)
RMS.0320
Room Service tables, trolleys and trays are in excellent condition and immaculate.
RMS.0330
Room Service tables and trays are set with a pattern of china and the appropriate
glassware and flatware.
RMS.0340
All service ware (glassware, plates and covers) is clean, polished, spotless and well
maintained. Free of chips and cracks.
RMS.0360
Room Service orders are delivered on linen-lined trays or from linen-covered room
service carts / trolleys.
RMS.0370
The linen Tablecloth and Napkin (100% cotton) is white or beige. Properly pressed
and clean, free of holes.
RMS.0400
All food and beverage items are covered during transit to the room and from the
room.
RMS.0410
Plate covers and lids properly sized for service containers and plates are used during
transport. Plate covers are metal (stainless) and free of dents.
RMS.0420
For food, plastic wrap and foil are unacceptable for serving pieces that have cloches,
covers, napkins or lids available.
RMS.0430
Glass wraps caps are used in the transport of beverages in glasses or Ambassador
brings separately the bottle and empty glass.
RMS.0440
Food and beverage presentation and product quality equals that available in the
property dining rooms and lounges.
RMS.0485
Accordingly to the type of meals ordered, the tray / trolley set up conforms to the
Sofitel Room Service Set up Guidelines.
RMS.0500
Food and beverage items are made to order based on the guest's special
preparation requests.
RMS.0520
A glass of water per entree is placed on the tray/table when no other beverage is
ordered.
RMS.0530
The order is delivered within the time promised. Order can be deliver only +/- 5
minutes within the timing given.
RMS.0540
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.
RMS.0550
At breakfast the server picks-up the newspaper (if it is available at the guestroom
door) and serves it with the order.
RMS.0560
When the guest answers, the Server smiles and provides a greeting, (bonjour
(before 5pm) / Bonsoir (after 5pm) using the guest's name, introduces himself.
RMS.0570
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.
RMS.0580
The Server reviews the order with the guest and ensures all service items and
condiments are present.
RMS.0590
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.
RMS.0610
Wine by the glass service is done with pouring in glass or carafe in front of the guest
following wine service etiquette.
RMS.0640
White wines/champagnes are placed in Ice bucket/ red wine on a wine

caddy/coaster.
RMS.0650
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.
RMS.0660
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
RMS.0670
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.
RMS.0680
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.
RMS.0690
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").
RMS.0720
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.
RMS.0725
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.
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
RMS.0738
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.
RMS.0740
Trays / Trolleys are picked-up within 15 minutes of the guest's request or the agreed
upon time.
RMS.0760
A tray and table tracking system is in place to ensure corridors remain free of Room
Service equipment and soiled service ware.
RMS.0770
The Room Service Ambassador updates the Guest History Profile information to note
RST.0010
RST.0010
young children .
Public Restroom Ceiling/Vents/Lighting/Light Fixtures (Cleanliness)
RST.0020
to 12 years old with interactive beach areas and excellent quality play installations.
RST.0020
Public Restroom Ceiling/Vents/Lighting/Light Fixtures (Condition)
RST.0030
RST.0030
RST.0040
RST.0040
RST.0050
RST.0050
Public Restroom Entrance Door/Walls/Baseboards (Cleanliness)
A cold oshiburi are proposed to Guests upon their arrival
Public Restroom Entrance Door/Walls/Baseboards (Condition)
A fresh, natural and healthy drink is offered on arrival. Beverages are served on right
temperature, tasteful and presented attractively.
RST.0060
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
RST.0060
RST.0070
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.
RST.0070
RST.0080
RST.0080
Public Restroom Mirrors/Vanity/Sinks/Fixtures (Cleanliness)

Candle ritual is extended to outdoor areas and fully part of the sunset
atmosphere.
Public Restroom Mirrors/Vanity/Sinks/Fixtures (Condition)
RST.0090
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.
RST.0090
Public Restroom Privacy Partitions/Toilets/Urinals (Cleanliness)
RST.0100
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.
RST.0100
Public Restroom Privacy Partitions/Toilets/Urinals (Condition)
RST.0110
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.)
RST.0120
The Sofitel Resorts has appointed a "Well Living Concierge".
RST.0130
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 experiencesfor each individual of the family- Activities
outside the resort: site visits-All other Sofitel Brand Standards related to this
section must be applied.
RST.0140
Once a week, during peak season, a Sofitel Resort is organizing a special event.
RST.0150
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.
RST.0160
RST.0170
The Ambassador in charge of children is locally accredited, experienced and

qualified professionals.
RST.0180
RST.0190
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)
RST.0200
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 inroom gaming systems - Arranging Kids Activities sponsored by the property or
attendance at Villa des Enfants
RST.0210
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.
RST.0220
Daily age appropriate activities include : - Activities reflecting property's

environmental awareness, etc.) - Sports, leisure activities and games - Mid-morning
and afternoon nutritious snacks - Lunch - Gifts and surprises - Crafts and art - Travel
Diaries
RST.0230
RST.0240
RST.0250
Welcoming children products are provided free of charge in the room and adapted to
children of different ages.
Children's linens meet Sofitel specifications.
Mini Bar snack menu used to stock the mini bar with drinks and snacks appropriate
for children, meeting Sofitel specifications.
RST.0260
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.
RST.0270
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.
RST.0280
RST.0290
RST.0300
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.
RST.0310
The Ambassador explains the activities and invites the children to sign-up for the
age appropriate activities.
RST.0320
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
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
RST.0340
In suites, Two pairs of flip flops, meeting Sofitel specifications are in closets at resort
properties (for use at the pool and Spa).
SAL.0010
The hotel has appointed a Sofitel Hero in charge of coordinating the Sofitel Step
Program for Travel Deluxe Agent.
SAL.0020
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.
SAL.0030
The Sofitel Hero is speaking fluently 2 languages including English.
SAL.0040
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...
SAL.0050
A Travel Deluxe Agent request is answered within 3 hours for domestic Travel Deluxe
Agents and 24 hours for international Travel Deluxe Agents.
SAL.0060
The guest of a Travel Deluxe Agent is never contacted directly by the hotel unless
formally requested by the Deluxe travel Agent.
SAL.0070
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.
SAL.0150
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...
SAL.0160
SPA.0010
SPA.0020
SPA.0030
SPA.0040
Each Ambassador member is knowledgeable regarding the content and conditions of

each Sofitel Package.
The Sofitel property has a Spa.
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 promoted throughout the hotel (including brochure).
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.
SPA.0052
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.0055
Spa Ambassador wears their full new Sofitel uniform including the name tag jewelry
SPA.0060
All positions (whether employed or contract) have successfully completed the Sofitel
Induction before being released to service
SPA.0070
All positions (whether employed or contract) have successfully been trained on the
specific elements of the Sofitel Spas programs before being released to service
SPA.0080
SPA.0090

SPA.0110
Spa Ambassador is knowledgeable regarding property products and services.
SPA.0120
The Ambassador is aware of the specific Sofitel Packages offered and delivers the
SPA.0130
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.
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.
SPA.0140
The spa reception is welcoming, organized and in impeccable condition regardless of

the time of day.
SPA.0150
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.
SPA.0160
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
SPA.0170
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.
SPA.0180
Brochure racks and guest information displays reflect the dcor of the spa and are
neatly arranged and fully stocked.
SPA.0190
Service listings, brochures and other collateral materials are laser printed or
professionally produced. Materials are current, clean and well maintained.
SPA.0200
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.
SPA.0220
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).
SPA.0230
SPA.0240
Publications are current and in excellent condition.

The environment (lighting levels, air quality, music and temperature) is comfortable
and matches the theme and dcor of the Spa.
SPA.0260
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.
SPA.0265

SPA.0270
Fragrances are diffused inside the spa using sprays, cold air diffusers and/or candles.
SPA.0280
The spa air quality is fresh and clean.
SPA.0290
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.
SPA.0300
Noise levels from service areas or adjacent public areas are not audible in the spa.
SPA.0310
There are upscale custom designed and well-appointed light fixtures,

complementing the overall theme of the spa. There is excellent overall illumination.
SPA.0320
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.0330
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.
SPA.0340
Treatment rooms are sound proof. Noise levels from adjacent treatment rooms,
corridors, and other spa / service areas are not audible in the treatment rooms.
SPA.0350
order.
SPA.0360
SPA.0370
Furniture arrangement in waiting or relaxation areas is conducive to guest

relaxation, accommodating several small groups and reflects the original placement
and design.
SPA.0410
SPA.0420
SPA.0430

Flooring is dry unless located in wet areas, in which flooring is non-slip.
Fragrances are diffused inside the the dry room, the steam room and the scrub room
using sprays, cold air diffusers and/or candles.
SPA.0440
The dry room, the steam room and the scrub room are clean, free of debris and
soiled towels.
SPA.0450
The dry room, the steam room and the scrub room areas function properly; air
quality is fresh; areas are clean and sanitized.
SPA.0460
SPA.0470
SPA.0480
Heating units are clean and polished. Water for heating unit (if applicable) is kept
refilled.
Thermometer is functioning and easy to read.
dry room, the steam room and the scrub room safety instructions are clearly
displayed and easy to read.
SPA.0490
Water quality is regularly checked and conforms to (local regulatory) health / quality
standards.
SPA.0500
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.
SPA.0520
Changing areas are designated with appropriate signage. Signage meets Sofitel
specifications.
Changing areas are designated non-smoking areas.
SPA.0530
Upscale and first class changing areas, reflecting the theme of the spa, are provided.
SPA.0540
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.
SPA.0550
Changing areas are immaculate, including lockers, vanity, floors, stalls, sinks, soap
SPA.0560
SPA.0510
SPA.0570
SPA.0580
Benching and other furniture are in excellent condition and clean.

theme and dcor of the property.
SPA.0590
Air quality is fresh and mildly scented. Ventilation systems are working properly.
SPA.0600
Ceilings, walls, floors and doors in lockers and showers are clean, well maintained
and free of mold and mildew.
SPA.0640
Ample premium quality locker room amenities are provided for guests using the
facility and meet Sofitel specifications.
SPA.0650
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
SPA.0660
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
SPA.0670
SPA.0680
There is an ample supply of clean high-quality towels, meeting Sofitel specifications,
free of stains and tears.
SPA.0690
There is an ample supply of clean high-quality robes and slippers meeting Sofitel
specifications.
SPA.0700
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
SPA.0730
Sink areas are dry.

overflows.
SPA.0740
SPA.0750
A sufficient number of clean and well maintained hair dryers are supplied in the
changing areas.
SPA.0760
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.
SPA.0770
SPA.0780
SPA.0790
SPA.0800
SPA.0810
Ambassador on the telephone do not disturb spa guests.
Spa appointments are held for 15 minutes after the reservation time.
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."
Ambassador uses the guest / caller's name at least twice during the call.
preferences.
SPA.0812
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.
SPA.0814
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.
SPA.0816
The reservation Ambassador proposes a facial in conjunction with the requested

service (if applicable).
SPA.0818
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.
SPA.0820
When spa appointment times are not available, Ambassador suggests alternative
times, treatments or days.
SPA.0830
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
SPA.0840
Ambassador repeats the important appointment information back to the caller such
as date, time, type of treatment, and any special requests.
SPA.0850
If a guest calls to cancel an appointment, Ambassador expresses appreciation for

the call and offers a appointment at another time or date.
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.
SPA.0880
the candle ritual) Madame" (if it is a woman), "bonjour (before 5 pm or before the
SPA.0890
The Ambassador uses the guest name twice during the reception activities.
SPA.0900
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.
SPA.0910

special occasions, special seating requests, etc.)
SPA.0915
The Ambassador enquires if the guest would like a glass of chilled water, tea or
aromatic water, fresh lemongrass
SPA.0920
SPA.0930
SPA.0940
Guests are escorted to treatment room or relaxation area and provided instructions
on where to change, how to use to the lockers.
Reception Ambassador introduces the spa practitioners to the guest.
Ambassador assists guests with information regarding all spa facilities, services and
treatments.
SPA.0950
The Ambassador uses the guest's name twice during the departure / checkout
activities.
SPA.0960
The Ambassador provides a final offer of final assistance, thanks the guest and
invites he/she to return.
SPA.0980
the candle ritual) Madame" (if it is a woman), "bonjour (before 5 pm or before the
SPA.1000
SPA.1010
The massage table is properly prepared per Sofitel specifications (rolled-up towel,
flower or pebble decoration is in place).
Spa Ambassador can describe the available spa treatments and services.
Practitioners and instructors are punctual for appointments.
SPA.1020
Towels meet Sofitel specifications. Towels are clean, free of rips, stains and tears.
SPA.1040
The practitioner presents the guest with the massage amenities on tray (massage
oil, a flower and a cool rolled-up towel).
SPA.1050
The Ambassador uses the guest's name twice during the treatment activities.
SPA.1060

special occasions, discussing treatment options, etc.)
SPA.1070
Ambassador delivers appropriate services based on appointment requests, guest

profiles and treatment history.
SPA.1080
Ambassador follows all security and privacy procedures related to spa treatments.
SPA.1090
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.
SPA.1100
Ambassador verifies satisfaction throughout the treatment and at the end of the
treatment. Guest dissatisfaction is addressed immediately per Sofitel problem
resolution techniques.
SPA.1110
Ambassador escorts the guest to the reception area, relaxation area, locker room or
other area at the end of treatment.
SPA.0990
SPA.1120
Ambassador assists guests with retail products and suggesting appropriate items for
purchase.
SPA.1130
Guests are able to charge services to their guestroom or use other forms of payment
accepted by the property.
SPA.1140
Ambassador prepares accurate guest checks at the end of the treatment using a
well maintained check presenter and Sofitel pen.
SPA.1150
he/she to return.
SPA.1160
At the end of the session, the practitioner offers the guest a glass of chilled water,
tea or aromatic water, fresh lemongrass.
SPA.1180
Ambassador follows all treatments protocol as proposed per the Spa menu.
SPA.1190
SUS.0010
SUS.0020
SUS.0030
SUS.0040
SUS.0050
SUS.0060
TRN.0010
Light waffle cloth towels (or hammam toweling) are used to ensure the guest's
comfort in hot weather.
The hotel is using fluocompact spots for 24/24 lighting devices.
The hotel is recycling packaging and cardboard.
The hotel is recycling paper, newspaper and magazines.
The hotel is recycling fluocompact tubes and light bulbs.
The hotel provides a limousine service 24-hours, 7 days-a-week (sub contracted or
not).
TRN.0022
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.
TRN.0025
TRN.0030
The Airport representative or driver has successfully completed the Sofitel Values
induction program before being released for service.
TRN.0040
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)
TRN.0050
The representative or driver confirms the name of the guest
TRN.0060
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.
TRN.0070
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.
TRN.0080
Representatives or drivers escort the guest to the appropriate area and assist the
guest with transporting luggage.
TRN.0090
Representatives escort the guest to the waiting vehicle and introduce the guest to
the vehicle driver.
TRN.0100
Representatives provide a personalized closing that inquires whether there is

anything else the representative may do for the guest.
TRN.0110
Vehicles are spacious, air-conditioned, comfortable, spotlessly clean and have a

pleasant scent.
TRN.0120
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.
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.
TRN.0132
Mineral water and moisturized face wipes/refreshment towels are provided for
refreshment inside the car.
TRN.0135
Recent brochures of the hotel in excellent condition as well as a choice of quality

magazines/newspapers are provided.
TRN.0150
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.
TRN.0160
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.
TRN.0170
The Driver assists guests as they enter and exit the vehicle; opening and closing
vehicle doors.
TRN.0180
The Driver informs the guest of the expected transit time, presents and offers the
vehicle amenities per procedures.
TRN.0190
The Driver ensures the vehicle temperature meets the guest's needs; inquires if the
guest is comfortable and acts accordingly.
TRN.0200
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.
TRN.0210
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.
TRN.0230
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.
TRN.0250
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.
TRN.0260
The Transfer Ambassador updates the Guest History Profile information to note both
Global comments
skip "new"
entrances
skip "new"
skip "new"
We have to add this

point for every service
(F&B outlets & Front
of the house
(Concierge-Guest..)
STBY if outlet identify it

has to be validated by the
region

region
region
Precision needed
NEW
STBY precision needed
We should gather 810 and

820 in one point
At least eye contact is

made immediately to
ensure the guest of the
forthcoming service
suppr
Eye contact sf 0880
Also during wine flight

Dans un porte addition
Bank holidays and holiday

times
skip "new"
Flowers are not

mandatory, according to
the restaurant concept
(standard open for waiver)
Minimum requirements : 2
fresh fruit juices, 1 other
fruit or vegetable juice, 1
smoothie and 1 detox
drink.
To be modified : elegant
presantation, related to
the restaurant concept
8 to 10
Such as
Need precision
Eye contact made if

greetings not possible
Same as RS : Standard for

1 person: Croissants
Minimum 50g and hotels
which want 80g is
possible (2 50g croissants
or 1 80g croissant)
cf RMS 0733 : Les

viennoiseries sont cuites
point et croustillantes
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)
Skip "nw"
Le Club Accorhotels
Ambassadors
Suites
Le Club Accorhotels
Le Club Accorhotels
Le Club Accorhotels
Le Club Accorhotels
Le Club Accorhotels
Le Club Accorhotels
"skip "new"
NEW
skip "new"
Le Club Accorhotels
Sofitel WW Concierge
letter ?
Le Club Accorhotels
Le Club Accorhotels
Gabor this is done in

Dubai if I remeber well
MPN
Using the guest's name

when known
is
Sparkling or flat water in

bottles are proposed to
the guests
Cf point de Thierry
suppr
Eye contact
This point should be

added for breakfast too
During the Wine flight

Point open to exemption
Point open to exemption
For Resort Hotels,

business cards of the
outlets are not mandatory
Le Club Accorhotels
skip "new"
Depending on the
reservation guarantees
Is new necessary ?
Le Club Accorhotels
Telephone etiquette ?
With Guest name
skip "new"
replace inspect by clean
If not standard open for

exemption
add "It will be hilighted

on guest's arrival",
skip "new"
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
Global remark done : not

possible to confirm
cleaning method with
the guest and also to
count with him the
number of garments
skip "new"
Le Club Accorhotels
skip "new"
Le Club Accorhotels
Le Club Accorhotels
skip "new"
Le Club Accorhotels
ok
to be validated with WW
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 point et
croustillantes
Serving typical breads

from the hotel's region is
recommended (if it's
appropriate and quality
bread)
??
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RBA.2440
RBA.2450
RBA.2460
RBA.2470
RBA.2480
RBA.2490
RBA.2500
RBA.2510
RBA.2520
RBA.2530
RBA.2540
RBA.2550
RBA.2560
RBA.2570
RBA.2580
RBA.2590
RBA.2600
RBA.2610
RBA.2630
RBA.2635
RBA.2640
RBA.2650
RBA.2660
RBA.2670
RBA.2680
RBA.2690
RBA.2702
RBA.2705
RBA.2710
RBA.2720
RBA.2730
RBA.2740
RBA.2750
RBA.2760
RBA.2770
RBA.2780
RST.0010
RST.0010
RST.0020
RST.0020
RST.0030
RST.0030
RST.0040
RST.0040
RST.0050
RST.0050
RST.0060
RST.0060
RST.0070
RST.0070
RST.0080
RST.0080
RST.0090
RST.0090
RST.0100
RST.0100
RST.0110
RST.0120
RST.0130
RST.0140
RST.0150
RST.0160
RST.0170
RST.0180
RST.0190
RST.0200
RST.0210
RST.0220
RST.0230
RST.0240
RST.0250
RST.0260
RST.0270
RST.0280
RST.0290
RST.0300
RST.0310
RST.0320
RST.0330
RST.0340
SUS.0010
SUS.0020
SUS.0030
SUS.0040
SUS.0050
SUS.0060
Sofitel Brand Standards 2012

description
The Housekeeping Ambassador is well groomed, impeccably dressed (clean and
Look guidelines.
All positions (whether contracted or subcontracted) have successfully completed the
Sofitel Induction Program before being released to service.
All rooming lists are kept confidential.
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
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.
Maintenance and repairs are performed in an unobtrusive manner.
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 safe doors are left ajar in clean and vacant rooms ready for the next guest.
The Ambassador is aware of the specific Sofitel Packages offered and prepare the
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.
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.
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.
The Ambassador member ensures the door is securely closed after departing.
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.
Corridors are clean and in perfect condition (ceiling, floors, doors and windows).
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.
Ashtrays are not provided in non-smoking accommodations.
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 180 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.
Guestroom entry door lock system meets the Sofitel electronic lock specifications.
All Room entrances are equipped with a door bell.
All Room entrances are equipped with a "do not disturb" system
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
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.
Tracks and doorframes are clean and working properly.
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.
Rooms are clean and in perfect condition (ceiling, floors, doors and windows).
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.
The desk is free of clutter providing sufficient work area for the guest.
Upscale matted/shiny and framed art work is in place and well coordinated with the
dcor.
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.
Each room is equipped with a functional light switch located at the entrance door.
Light and lamp switches are easily accessible and free from any hazard.
Light fixtures and lamps harmonize with the dcor of the room.
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.
Light fixtures are firmly attached to the wall and/or ceiling as applicable.
Light bulbs are working in all fixtures and lamps. Light bulbs are dust free.
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.
HVAC is not loud or intrusive and does not disturb the guest.
Guestrooms smell fresh and are well ventilated.
The room temperature is adjusted to the standard level for the hotel location and
local practice (e.g. 20C in Europe, 72F 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.
Wastebaskets / bins are upscale and complement the dcor of the room.
There is one Room Directory, meeting Sofitel specifications, placed on the desk.
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.
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
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 guestroom bedroom has one telephone.
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).
Each phone must have a prominent message/voice mail notification lamp.

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.
There is a complementary access to wifi at least with a low bandwith access.
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.
Electronics and appliance wiring is organized.
Electrical plugs and sockets are in excellent condition, free of hazard and clean.
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 Corporate film "Brand Slide Show" is displayed on the TV.

TV5 and "France 24" channels (where available) are available.
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.
The TV channels are indicated on a TV channel directory.
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.
The alarm is in the "off" position and the correct time is displayed.
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
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).
Mini-bars are available in all guestrooms. Mini-bar is replenished daily.
Mini-bars are clean (inside and out) and maintain the proper temperature.
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 minibar (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.
All beverages and snacks are within expiry date.
All beverage labels are positioned toward the front of the mini-bar door.
Snacks are placed within or outside the mini bar according to temperature.
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 buckets are clean and well maintained
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.
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 overmattress 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.
The bed is made and linens are changed every day.
For Sofitel properties offering the possibility to change linen on demand, a card is
displayed to inform the Guest.
The bed is clean and properly made, with no visible creases.

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.
Mattresses, pillows, blankets, toppers, pads and linens meeting Sofitel

specifications, are clean and in good condition, free of holes, tears, stains or
damage.
Bed skirts/box spring covers are perfectly aligned and not dragging on the floor.
There is one mattress pad per bed meeting Sofitel specifications. Pads are fitted and
cover the sides of the mattress.
One white pillowcase and pillow cover is provided per pillow.
Children's cribs and cots are available through the Internal Call Centre.
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
dcor.
Excellent quality floor coverings including ceramic tile, marble or granite.
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.
Bathrooms are clean and in perfect condition (ceiling, floors, doors and windows).
There is a double pronged robe hook in the bathroom.
There is a high degree of style, some artwork or wall enhancements.
Excellent-sized bathrooms, affording guests increased ease of movement and
comfort.
The decor of the bathroom is coordinated with the decor of the guestroom.
Bathroom ventilation system works properly and is silent.
Odors and humidity are removed promptly.
A nightlight is available (lighted make-up mirror may be used as nightlight).
Adequate lighting (minimum two 75 watt bulbs or 2,550 lumens) is provided in both
the vanity area and bathroom.
Light bulbs are functioning and dust-free.
Plumbing is quiet (no significant noise).
Water saving devices are used on toilets, showerheads and faucets.

Water (shower) runs hot within 10 seconds. Hot water is available at all times. The
temperature range is 105 - 115F (41 - 46C)
Shower water pressure is sufficiently strong.
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.
Towel bars / shelves for linen storage are installed.
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.
Vanity equipment includes: - 1 soap dish - 1 tray - 1 container box - 1 tissue box
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 Millsime, Sofitel Suites meet the Sofitel Toiletries Program
specifications.
Toiletries in Opera and Prestige Suites meet the Sofitel Toiletries Program
specifications.
Toiletries are replenished after 50 percent consumption.
Toiletries are neatly arranged or displayed in a high quality basket or tray and
provided in the bathroom.
Toiletry packaging is fresh and in good condition.
Towels are soft, plush, no synthetic fibers; 100% cotton.
Terry meets Sofitel specifications: Yves Delorme Lines
The hotel is following the Plant for the Planet Program
The Sofitel Plant for the Planet card is placed on the vanity.
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 Millsime 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
For Sofitel Suite & Club Millsime 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
For Sofitel Suite, Club Millsime 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.
On request, additional bathrobes are provided in the guest's size.
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).
Possibility to have a dustbin which enables to sort wastes and recycle
Waste bins are clean and well maintained inside and out.
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 presented in an embroidered linen / cotton bag.
The hair dryer is displayed so as to be found easily by the guest (and not hidden in
the closet
Turndown service is provided to all guests.
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 guestroom temperature is not adjusted.
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.
Water glasses are not emptied as they may contain medicine or contact lenses.
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.
Laundry service / offer is placed on the bed or on the night stand during turndown.
All rubbish is removed from all waste bins.
A one-hour express ironing service is available. A charge is made for this service.
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
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 deliveries are made before 9.00 PM or at the time requested by the guest.
Laundry Ambassador is well groomed, impeccably dressed (clean and pressed)

guidelines.
Laundry Ambassador wears their full new Sofitel uniform including the name tag
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.
The hotel provides Shoe Shine service
Shoes are collected within 15 minutes of the request.
Shoes are delivered when promised (as stated by Ambassador / instruction sheet).
(Cleanliness)
(Condition)
young children .
Public Restroom Ceiling/Vents/Lighting/Light Fixtures (Cleanliness)
to 12 years old with interactive beach areas and excellent quality play installations.
Public Restroom Ceiling/Vents/Lighting/Light Fixtures (Condition)
Public Restroom Entrance Door/Walls/Baseboards (Cleanliness)
A cold oshiburi are proposed to Guests upon their arrival
Public Restroom Entrance Door/Walls/Baseboards (Condition)
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.
Public Restroom Mirrors/Vanity/Sinks/Fixtures (Cleanliness)
Candle ritual is extended to outdoor areas and fully part of the sunset
atmosphere.
Public Restroom Mirrors/Vanity/Sinks/Fixtures (Condition)
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.
Public Restroom Privacy Partitions/Toilets/Urinals (Cleanliness)
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.
Public Restroom Privacy Partitions/Toilets/Urinals (Condition)
All Sofitel Resorts provide age appropriate children activities reflecting the property's
environmental awareness, etc.)
The Sofitel Resorts has appointed a "Well Living Concierge".
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 experiencesfor each individual of the family- Activities
outside the resort: site visits-All other Sofitel Brand Standards related to this
section must be applied.
Once a week, during peak season, a Sofitel Resort is organizing a special event.
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.
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 inroom 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
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.
Children's linens meet Sofitel specifications.
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
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 is using fluocompact spots for 24/24 lighting devices.
The hotel is recycling packaging and cardboard.
The hotel is recycling paper, newspaper and magazines.
The hotel is recycling fluocompact tubes and light bulbs.
Global comments
skip "new"
replace inspect by clean
If not standard open for

exemption
add "It will be hilighted

on guest's arrival",
skip "new"
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
Global remark done : not

possible to confirm
cleaning method with
the guest and also to
count with him the
number of garments
skip "new"

Sofitel Brands Standards

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All the information related to Sofitel

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