Luxury Service Standard
Hotel Nikko · guest experience
91/100
Graduated 1 to 5
Auditing, reporting and communications
Run the standard. Deliver the record.
Run your own audits to any standard, deliver a clean report to the right person on your team, and close the loop. The unbiased record for how your property is held.
Why audit at all
A standard held is revenue protected.
The guest experience drives your reviews, your rate, and the value of the asset. Auditing isn't a cost center. It's how you protect the number before a miss becomes a review.
Reviews and rate
Guest experience scores move bookings and RevPAR. One recurring miss reaches a review before it reaches you.
Brand QA and flag risk
Brand standards and third-party inspections gate your positioning. A failed standard is a rate problem found too late.
Asset value
Standards held protect the reputation, the rate, and the value of the asset itself.
Spend you can verify
The labor and vendor spend you fund, tied to the work that actually happened.
Run your own audits
Walk it, score it, capture it, on your phone.
Any standard
Graduated 1 to 5 for service, pass, near, or fail for compliance. Weighted items, and criticals that auto-fail a section no matter the percentage.
Photos that stick
Shot on site, time-stamped, and pinned to the property. A fail is evidence you can pull up months later, not a memory.
The report, automatically
Score, sections, flagged items, and photos assembled into one clean report, ready to send the moment the walk ends.
Staff-ID capture
Who was on the door, badge readable, introduced themselves. Captured per section, so a score ties to a shift, not just a room.
N/A-aware scoring
Not-applicable items drop out of the denominator. A property is scored on what it actually offers, never penalized for what it doesn't.
Cross-property scoreboard
Every audit rolls up. See which properties hold standard and which slipped, this week, across the whole portfolio.
The difference
A fail isn't a score. It's a work order.
Scoring tools stop at the number. BespokeVM keeps going. A failed item opens a work order, routes to the vendor who fixes it, and closes only when the work comes back verified. The audit is where accountability starts, not where it ends.
Step 1
Audit
Fail flagged. Bar sink, against brand standard. Photo attached.
Step 2
Work order
Routed to the plumber, who closes it from a text. No account.
Step 3
The record
The photo comes back, timestamped and verified.
Step 4
Rollup
The loop closes. The portfolio score updates.
Pre-built and ready
A library of standards, ready to run.
Every rubric is original wording, informed by luxury service standards. Six to twelve items per role, so a floor walk takes minutes, not a morning.
Guest experience
Service and personnel
- Luxury Service Standard
- Arrival and First Impression
- Guest Request
- In-Room Dining
- Spa Experience
- Housekeeping Day
- Grooming and Presence
Property and public
The physical walk
- Public Areas and Lobby
- Public Restroom
- Fitness Center
- Pool and Recreation soon
- Exterior and Grounds soon
Food and beverage
Service and safety
- Restaurant, Bar and Breakfast
- Kitchen and BOH Food Safety
Life safety and compliance
Pass, fail, criticals
- Fire and Life Safety
- Health and Safety
Bring your own too. Any checklist, brand standard, or SOP becomes a scored, photo-backed audit in minutes.
What it produces
The report your team actually reads.
One score, the findings that matter, the photo evidence, and the follow-through. Weighted, with criticals called out.
A single evening at Harborview Grand. In-Room Dining, 25 standards. Every finding is already open as a work order, two closed with a photo the same night, one in progress with the F&B manager.
This is the artifact a checklist tool can't produce, because it doesn't reach the vendor.
Request a demoEvery standard, its own report
Graduated, pass or fail, or weighted. One clean read.
Fire and Life Safety
The Marlowe · compliance
FAIL
Pass or fail · 1 critical
Critical · fail
Fire and stair doors self-close
Stair door propped, which auto-fails the section.
Public Areas and Lobby
Harborview · physical
96/100
Weighted 1 · 3 · 5 · C
Near · wt 5
All lighting works
Two bulbs out at the east entry.
One engine, every scoring model. Delivered on phone, desktop, PDF, and straight to the inbox.
Communications and follow-through
Send it to the right person, then close the loop.
A finding routes straight to the owner of that standard. The owner fixes it and replies with a photo. The loop closes on the record, with no chasing.
Housekeeping finding
Room condition, cleanliness
→ Head of Housekeeping
F&B finding
Meal temp, service timing
→ F&B Manager
Life-safety finding
Egress, alarm, extinguisher
→ Security and Engineering
Outside-vendor finding
Floor care, HVAC, pest
→ The vendor, by text
Central ops inbox
Every property's report, sent, pending, or late, in one view for management.
Threads and the loop
A finding becomes a conversation with the owner, closed with a photo, on the record.
Reach anyone by text
A secure link reaches a teammate with no account. They reply with a photo. No app, no login.
Nudges and reminders
A missed walk or an open finding gets a gentle nudge, so nothing slips.
Read receipts and status
See who has seen it and where every finding stands.
Portfolio rollup
Every property's standard in one place, exportable, owned by you.
Prefer an expert to run it? Our channel partner
Hired to walk it as a guest.
FM Professionals audits your property the way a guest experiences it — then trains your team on exactly what the audit found.
Unannounced, inside a window
You approve a 30-day window. Only you know the engagement exists; your team meets the audit as a real guest.
Scored to the standard
Weighted items, criticals that auto-fail a section, photo evidence on every miss. The same standards library you can run yourself.
Delivered the same day
Score, section breakdown, and the evaluator's narrative — as a live link and a formal PDF.
Training that proves itself
Coaching is built from the exact items that scored low. The return visit re-runs the same rubric; the lift is measured, not asserted.
One standard services agreement. One record, owned by you.
You choose: run your own audits with our tools, or bring in FM Professionals for the expert audit and training. Either way, the record lives in BespokeVM, unbiased and yours.
How we compare
A standards system that reaches your vendors.
Standards tools do photo checklists, AI grading, and cross-property scores well. We do that too, and then we do the part they can't: close the loop with the outside vendors who actually fix the finding.
| Capability | Standards / checklist tools | BespokeVM |
|---|---|---|
| Photo checklists and fast inspections | Yes, the category standard | Yes, plus a photo required on every fail |
| Cross-property scoring | Yes | Yes, rolls into the owner's portfolio view |
| Weighted defining moments | Flat or lightly weighted | 1 / 3 / 5, guest-impact weighted |
| Critical auto-fail | Rarely | Built in. A critical miss fails the section |
| A failed item becomes a work order | No, the score is the end | Yes, routes to the vendor automatically |
| Closes only when verified | No | Yes, the loop closes when the work comes back on the record |
| Works with outside vendors | Internal staff only | Yes, magic link, no account for the vendor |
A standards tool tells you where you stand. BespokeVM tells you where you stand, and then fixes it, on the record.
The unbiased record for your standards
Every standard serves the guest.
Run the audit, deliver the report, close the loop.
Request a demo