The Best Luxury and Affordable Hotels Start with Service

At broughtonHOTELS, we believe in a few basic ideas that turn guests into raving fans, bring joy to our Team Members, and create success for our hotels. Whether you choose to stay at one of our affordable hotels or a luxury boutique property, our 12 service standards give Team Members the framework to provide exceptional service.

THE MOST APPRECIATED GIFT IS A SMILE

When interacting with our guests, Team Members should

  • Smile
  • Make eye contact
  • When appropriate ask, “How may I help you?”

LOOKING GOOD AND FEELING GOOD GO HAND IN HAND

We expect our Team Members to dress for success. We ask them to

  • Use moderation in perfume, cologne, and jewelry
  • Have neatly groomed hair, be clean shaven, and wear pressed business attire or uniform
  • Have no exposed tattoos
  • Not chew gum while working

THINK BEFORE YOU SPEAK, AND LOOK BEFORE YOU LEAP

It is important for our Team Members to

  • Think on on their feet is key
  • Consider the outcome of their decisions

PROMPT SERVICE DEFINES GREAT SERVICE

We are in the service business. Team Members should

  • Actively anticipate the needs of our guests
  • Deliver superior service promptly to comfort our guests

THE SWEET SOUND OF ONE’S NAME

Team Members are asked to

  • Use the guest’s name twice in every interaction

DISCRETION AND RESPECT ARE THE BETTER PART OF VALOR

Team Members are asked to

  • Ask for the guest’s name when transferring calls
  • Never announce room numbers
  • Privacy is afforded to all our guests–even the famous

YOU CATCH MORE FLIES WITH HONEY

Our Team Members will communicate in a courteous, direct, and respectful manner at all times with guests & coworkers.

PROMISE ONLY WHAT YOU KNOW YOU CAN DELIVER

And always try to deliver more than you promise. We expect our Team Members to

  • Ensure they can deliver the service to which they’ve committed
  • Always strive to exceed guest expectations

NEVER UNDERESTIMATE THE VALUE OF A SINCERE THANK YOU

We ask our Team Members to take five minutes every day to thank five people in their life.

THE FIRST IMPRESSION WE OFFER MOST OF OUR GUESTS IS ON THE PHONE

Phone etiquette is very important to us. Our Team Members are expected to

  • Answer the phone within three rings
  • Talk in an unhurried manner, offer a pleasant greeting, the hotel name, then state their name and offer assistance
  • Always talk with a “smile in their voice”

PROBLEM SOLVERS ARE EXALTED

Most guest issues can be solved or turned around by this standard. Team Members should remember to

  • Always exercise a “can do” attitude
  • Strive to turn negative experiences into positives
  • When problem-solving, listen, research, and act
  • Don’t forget to follow up

LET THE QUALITY OF YOUR WORK BE A SELF PORTRAIT

Our Team Members are our best ambassadors. We expect them to

  • Maintain a positive attitude about themselves and the company
  • Take pride in their work