When evaluating a property for the prestigious 4 and 5 Diamond rating, the AAA Inspector looks carefully and critically at all aspects of guest service, and always from the guest’s perspective. No allowance is made for operational factors, such as heavy arrival and check-in volume, understaffing of key positions, or time of day or night. This is fair since the paying guest makes no allowances for these factors.The rating is usually based on an anonymous one-night stay and service evaluation; I believe this is also fair since the paying guest bases his or her assessment of the property on the same type experience.
While the physical facilities of the property play a significant role in the overall rating, the guest services provided and personal attention of the staff can sometimes influence the inspector’s final decision.
What are some specific services that AAA deems critical at the 4 and 5-Diamond level?
Beginning with the reservations process, use of guest name is very important. Use of the guest’s name should continue through the arrival, check-in, and rooming experiences. I suggest discreet use of the name; when a name is repeated excessively, it sounds contrived and phony.
Bell service is also a key element in the AAA process. Bell staff should have detailed knowledge of the property and the services offered. Proper baggage handling and an offer to get ice are also important.
Room service order taking and delivery are carefully and thoroughly evaluated. In addition to addressing the guest by name, staff should provide as much personal attention, particularly in delivering and serving the order, as the guest indicates is desired. Here, it is crucial that staff “read” the guest and render services accordingly.
Evening turndown and wake-up calls can also have some influence on the rating.
In the delivery of any service, consistency is of utmost importance. The level of service and attention to detail must be the same at 2 AM as at 2 PM. After all, consistency is the hallmark of a fine hotel.
There are many other services that have an impact on AAA’s decision to honor a hotel with the 4 or 5 Diamond rating. More about them in the future.
HARRY NOBLES HOSPITALITY CONSULTING
5401-F LANE PLACE DRIVE
Williamsburg, VA 23188
Ph: 757-564-3761/Fax: 757-564-0076
hospsvc001@aol.com
Harry Nobles formerly worked for the American Automobile Association (AAA) as a Field Representative inspecting and rating hotels and restaurants. He was later promoted to Supervisor of Inspections at AAA headquarters with overall responsibility for lodging and dining ratings throughout North Americ
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