RESERVATIONS LQA Score 0.0% DATE AND TIME : STANDARD PERFORMANCE CLASSIFICATION MET BELOW N/A RESERVATION 1 Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting? EFFICIENCY 2 If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30 seconds or was the caller offered a call back option? EFFICIENCY 3 Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction)? SERVICE 4 Did the employee obtain all of the guests' and their children's names and ages (if applicable) and clarify spelling where required? SERVICE 5 Did the employee clarify if the caller had stayed before? SERVICE 6 Did the employee clarify the purpose of visit (i.e. celebration, business, etc.)? EFFICIENCY 7 Were a minimum of two room types and two room rates offered? SALES OPPORTUNITY 8 Did the employee attempt to 'right sell' (i.e. offer rooms suitable to the individual guest's needs) by offering a higher room category and/or package and highlighting its benefits (e.g. size, view, amenities, etc.) and if the requested dates were unavailable were alternative dates/properties offered? SALES OPPORTUNITY 9 Did the employee use storytelling to give a sense of place and build anticipation prior to the stay? SERVICE 10 Did the employee clearly state the room rate and what it included/excluded (i.e. any additional fees)? SERVICE 11 If the caller was offered the option to join a loyalty club/marketing mailing list, was the guest's choice adhered to? EFFICIENCY 12 Did the employee obtain the caller's telephone number? SERVICE 13 Did the employee obtain the caller's e-mail address? SERVICE 14 Did the employee advise on payment options and explain payment terms? EFFICIENCY 15 Did the employee explain the cancellation policy and if applicable, the deposit policy? SERVICE ©LQA 2022 Page 1
16 Did the employee ascertain the expected time of arrival and advise the check in time (in the case where the guest was an early arrival)? EFFICIENCY 17 Did the employee clarify if the guest had any personal preferences (e.g. bed preference, smoking preference)? SERVICE 18 Did the employee ascertain if the caller required any transport arrangements (e.g. car transfer, directions etc.)? SALES OPPORTUNITY 19 Was an electric and/or hybrid hotel car option promoted for transfers, where available? SUSTAINABILITY 20 Did the employee offer any assistance with other bookings (e.g. offer to make a dinner or spa reservation)? SALES OPPORTUNITY 21 Did the employee repeat and confirm all details of the reservation during or at the end of the call (i.e. dates of the stay, room type, rate)? EFFICIENCY 22 Did the employee offer a reservation number or booking reference? SERVICE 23 Did the employee offer a sincere farewell at the end of the conversation and show appreciation? SERVICE CONFIRMATION 24 Did the employee offer to send a confirmation and was it received within two hours of the call (i.e. if call was made during the hotel's business hours)? EFFICIENCY 25 Did the confirmation show the hotel/group logo and reservations/hotel contact number and was all information within the confirmation correct? EFFICIENCY EMOTIONAL INTELLIGENCE 26 Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest? EMOTIONAL INTELLIGENCE 27 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? EMOTIONAL INTELLIGENCE ©LQA 2022 Page 2
28 Did the employee use the caller's name naturally and discreetly without overusing it? EMOTIONAL INTELLIGENCE 29 Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required? EMOTIONAL INTELLIGENCE 30 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? EMOTIONAL INTELLIGENCE 31 Did the employee adapt to a changing situation and/or guest's need? EMOTIONAL INTELLIGENCE 32 Did the employee make every effort to meet the guest's requests or offer a suitable alternative? EMOTIONAL INTELLIGENCE 33 Did an employee personalize the interaction in any way and engage the caller as an individual? EMOTIONAL INTELLIGENCE 34 Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? EMOTIONAL INTELLIGENCE 35 Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? EMOTIONAL INTELLIGENCE 36 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? EMOTIONAL INTELLIGENCE TOTAL NO. OF STANDARDS MET BELOW N/A 36 2 34 6% ©LQA 2022 Page 3
CHECK IN LQA Score 0.0% DATE AND TIME : STANDARD PERFORMANCE CLASSIFICATION MET BELOW N/A RESERVATION 1 Was the guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk and offered assistance within 1 minute? EFFICIENCY 2 If the guest was not acknowledged or offered assistance within the defined times, was an apology extended? SERVICE 3 Was paperless check in provided (e.g. at reception or via brand app), where legally available? SUSTAINABILITY 4 Did complete registration process take no more than 5 minutes from the time of joining the queue for a city hotel and 10 minutes for a resort property? EFFICIENCY 5 Was the room type, special requests (e.g. bed preference, smoking preference, etc.), pre-arranged bookings and departure date reconfirmed and were all details correct? EFFICIENCY 6 Was the room ready by the advertised check in time? EFFICIENCY 7 If the room was not ready on arrival, did the employee offer the guest access to the hotel's facilities (e.g. luggage storage, restaurants, fitness center, spa, changing rooms, room charge facility, Wi-Fi, etc.) and was guest advised of estimated time that the room would be ready and kept informed accordingly (e.g. via mobile, in person) with the room provided by the estimated time? SERVICE 8 In the case of a first time guest, did the employee (receptionist, porter, butler) offer a brief orientation to the hotel by pointing out a minimum of two key hotel facilities (e.g. location of breakfast restaurant, fitness center, spa, business center, etc.)? SERVICE 9 Did the employee offer porterage assistance? SERVICE 10 Did the employee escort the guest to the room (or offer to) and if this was done by a second employee, was that employee introduced to the guest? SERVICE 11 If an escort to the room was not offered or declined, did the employee provide directions to the elevators and allocated room? SERVICE 12 Did the employee offer a sincere farewell at the end of the conversation and show appreciation? SERVICE 13 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression? EMOTIONAL INTELLIGENCE 14 Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest? EMOTIONAL INTELLIGENCE 15 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? EMOTIONAL INTELLIGENCE EMOTIONAL INTELLIGENCE ©LQA 2022 Page 1
16 Did the employee use the guest's name naturally and discreetly without overusing it? EMOTIONAL INTELLIGENCE 17 Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required? EMOTIONAL INTELLIGENCE 18 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? EMOTIONAL INTELLIGENCE 19 Did the employee adapt to a changing situation and/or guest's need? EMOTIONAL INTELLIGENCE 20 Did the employee make every effort to meet the guest's requests or offer a suitable alternative? EMOTIONAL INTELLIGENCE 21 Did an employee personalize the interaction in any way and engage the guest as an individual? EMOTIONAL INTELLIGENCE 22 Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? EMOTIONAL INTELLIGENCE 23 Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? EMOTIONAL INTELLIGENCE 24 Did employees maintain alert postures and respect the guest's presence when interacting with each other? EMOTIONAL INTELLIGENCE 25 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? EMOTIONAL INTELLIGENCE TOTAL NO. OF STANDARDS MET BELOW N/A 25 0 25 0% ©LQA 2022 Page 2
CHECK OUT LQA Score 0.0% DATE AND TIME : STANDARD PERFORMANCE CLASSIFICATION MET BELOW N/A CHECK OUT 1 Was the guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk and offered assistance within 1 minute? EFFICIENCY 2 Did complete check out take no more than 15 minutes from the time of joining the queue (exception if stay of 5 nights or more)? EFFICIENCY 3 Did the employee provide an opportunity for the guest to verify charges (e.g. print folio, verbally advise, display on screen)? SERVICE 4 Was the bill clearly itemized, grammatically correct, accurate, complete and free of any unexpected charges (e.g. charges that the guest was not made aware of)? EFFICIENCY 5 If there were any incorrect charges on the folio, was the back-up documentation readily available and were any incorrect charges quickly and discreetly removed? EFFICIENCY 6 Did the employee clarify the method of payment and then complete the transaction in a quick and efficient manner? EFFICIENCY 7 Was a paperless check out provided (e.g. at reception or via brand app), where legally available and was a copy of the bill offered via email in preference to a paper bill? SUSTAINABILITY 8 If the folio was offered via email was it delivered within 2 hours of check out unless advised of an expected delay, and/or if the folio was printed was it offered to be neatly presented in a billfold/envelope? SERVICE 9 Did the employee offer assistance with luggage and onward transport or reconfirm any prearranged transport? SERVICE 10 Was an electric and/or hybrid hotel car option promoted for transfers, where available? SUSTAINABILITY 11 Did the employee ask at any point if the guest had enjoyed their stay? SERVICE 12 Did the employee show appreciation (e.g. thank guest) for the guest's business and was an invitation to return extended to the guest prior to their departure from the hotel? SERVICE 13 Did the employee offer a sincere farewell at the end of the conversation? SERVICE EMOTIONAL INTELLIGENCE 14 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression? EMOTIONAL INTELLIGENCE ©LQA 2022 Page 1
15 Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest? EMOTIONAL INTELLIGENCE 16 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? EMOTIONAL INTELLIGENCE 17 Did the employee use the guest's name naturally and discreetly without overusing it? EMOTIONAL INTELLIGENCE 18 Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required? EMOTIONAL INTELLIGENCE 19 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? EMOTIONAL INTELLIGENCE 20 Did the employee adapt to a changing situation and/or guest's need? EMOTIONAL INTELLIGENCE 21 Did the employee make every effort to meet the guest's requests or offer a suitable alternative? EMOTIONAL INTELLIGENCE 22 Did an employee personalize the interaction in any way and engage the guest as an individual? EMOTIONAL INTELLIGENCE 23 Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? EMOTIONAL INTELLIGENCE 24 Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? EMOTIONAL INTELLIGENCE 25 Did employees maintain alert postures and respect the guest's presence when interacting with each other? EMOTIONAL INTELLIGENCE 26 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? EMOTIONAL INTELLIGENCE TOTAL NO. OF STANDARDS MET BELOW N/A 26 18 8 69% ©LQA 2022 Page 2
PORTER/DOORMAN - ARRIVAL LQA Score 0.0% DATE AND TIME : STANDARD PERFORMANCE CLASSIFICATION MET BELOW N/A DOORMAN ARRIVAL 1 Was a porter/doorman present on arrival and if he was busy did he positively acknowledge the guest with hand or facial gesture? EFFICIENCY 2 Did the employee offer assistance opening car doors on arrival? SERVICE 3 Did the employee welcome the guest to the hotel using the hotel name? SERVICE 4 Did the employee offer assistance with luggage and confirm the number of pieces? SERVICE 5 If arrival by car, did the employee offer to valet the car, give instructions on how to call for the car and provide a car collection ticket? SERVICE 6 Did an employee escort the guest to reception and introduce him/her by name to the receptionist or use technology (i.e. microphone/headpiece) to pass on the guest's name? SERVICE 7 Was the guest's luggage attended to at all times in public areas, once in the care of an employee? SERVICE PORTER ARRIVAL 8 Was the correct luggage either present in the room on arrival or delivered within 10 minutes of the guest's arrival to the room for an urban hotel and 25 minutes for a resort hotel? EFFICIENCY 9 Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before asking to enter the room? SERVICE 10 Did the employee offer to place all large suitcases on to luggage racks/benches in the correct position (i.e. zipper facing the guest) and if additional racks were required did the employee offer to get these? SERVICE 11 Did the employee offer to hang the guest's coat and suit carrier (if applicable)? SERVICE 12 In the case of a first time guest, did the employee (receptionist, porter, butler) offer (i.e. not automatically provide) the option of a brief orientation to the room by pointing out a minimum of two unique/relevant features (e.g. location of safe if hidden, complex technical features, etc.)? SERVICE 13 Did the employee (receptionist or porter) offer a specific service before departing (e.g. pressing, coffee/tea, etc.)? SERVICE 14 In the case where the guest had to wait for his room, was the luggage placed into the room prior to his/her arrival? EFFICIENCY 15 Did the employee offer a sincere farewell at the end of the conversation and show appreciation? SERVICE ©LQA 2022 Page 1
EMOTIONAL INTELLIGENCE 16 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression? EMOTIONAL INTELLIGENCE 17 Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest? EMOTIONAL INTELLIGENCE 18 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? EMOTIONAL INTELLIGENCE 19 Did the employee use the guest's name naturally and discreetly without overusing it? EMOTIONAL INTELLIGENCE 20 Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required? EMOTIONAL INTELLIGENCE 21 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? EMOTIONAL INTELLIGENCE 22 Did the employee adapt to a changing situation and/or guest's need? EMOTIONAL INTELLIGENCE 23 Did the employee make every effort to meet the guest's requests or offer a suitable alternative? EMOTIONAL INTELLIGENCE 24 Did an employee personalize the interaction in any way and engage the guest as an individual? EMOTIONAL INTELLIGENCE 25 Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? EMOTIONAL INTELLIGENCE 26 Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? EMOTIONAL INTELLIGENCE 27 Did employees maintain alert postures and respect the guest's presence when interacting with each other? EMOTIONAL INTELLIGENCE 28 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? EMOTIONAL INTELLIGENCE TOTAL NO. OF STANDARDS MET BELOW N/A 28 0 28 0% ©LQA 2022 Page 2
PORTER/DOORMAN - DEPARTURE LQA Score 0.0% DATE AND TIME : STANDARD PERFORMANCE CLASSIFICATION MET BELOW N/A PORTER DEPARTURE 1 Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting or in the case of digital communication, was a response received within 3 minutes? EFFICIENCY 2 Was luggage collected from the room within 8 minutes of request for an urban hotel and 15 minutes for a resort hotel (via telephone or digital communication), or within 5 minutes of pre-requested time? EFFICIENCY 3 Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before asking to enter the room? SERVICE 4 Did the employee offer to retrieve the guest's car, arrange onward transportation or confirm prearranged transportation? SERVICE 5 Did the employee confirm the number of pieces to be collected or arrive to the room with a trolley? SERVICE 6 Was the guest's luggage attended to at all times in public areas, once in the care of an employee? SERVICE DOORMAN DEPARTURE 7 Did the employee pack the guest's luggage into the transport and confirm the number of luggage pieces at the point of departure? SERVICE 8 Did the employee offer car door assistance? SERVICE 9 Did the employee offer a sincere farewell at the end of the conversation and show appreciation? SERVICE EMOTIONAL INTELLIGENCE 10 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression? EMOTIONAL INTELLIGENCE 11 Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest? EMOTIONAL INTELLIGENCE 12 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? EMOTIONAL INTELLIGENCE 13 Did the employee use the guest's name naturally and discreetly without overusing it? EMOTIONAL INTELLIGENCE 14 Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required? EMOTIONAL INTELLIGENCE ©LQA 2022 Page 1
15 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? EMOTIONAL INTELLIGENCE 16 Did the employee adapt to a changing situation and/or guest's need? EMOTIONAL INTELLIGENCE 17 Did the employee make every effort to meet the guest's requests or offer a suitable alternative? EMOTIONAL INTELLIGENCE 18 Did an employee personalize the interaction in any way and engage the guest as an individual? EMOTIONAL INTELLIGENCE 19 Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? EMOTIONAL INTELLIGENCE 20 Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? EMOTIONAL INTELLIGENCE 21 Did employees maintain alert postures and respect the guest's presence when interacting with each other? EMOTIONAL INTELLIGENCE 22 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? EMOTIONAL INTELLIGENCE TOTAL NO. OF STANDARDS MET BELOW N/A 22 0 22 0% ©LQA 2022 Page 2
GUEST SERVICES/CONCIERGE LQA Score 0.0% DATES : STANDARD PERFORMANCE CLASSIFICATION MET BELOW N/A GUEST SERVICES/CONCIERGE 1 Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting or in the case of digital communication, was a response received within 3 minutes? EFFICIENCY 2 If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30 seconds or was the caller offered a call back option? EFFICIENCY 3 Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction)? SERVICE 4 Was the guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk and offered assistance within 1 minute? EFFICIENCY 5 Did the employee ask questions to fully understand the guest's needs (i.e. specific interests, available time, etc.)? EFFICIENCY 6 Did the employee display first-hand knowledge and local expertise by offering suitable and thorough recommendations based on the information provided? EFFICIENCY 7 If a restaurant recommendation was requested, did the employee ascertain the type/style of restaurant preferred (e.g. casual, formal etc.) and then offer an appropriate choice of options? EFFICIENCY 8 When asked for recommendations on services/dining options and the services/dining options were available on property, did the employee promote the hotel's services/outlets first before suggesting outside alternatives? SERVICE 9 If there was an opportunity to do so, did the employee follow up on the suggestions/recommendations provided to ensure the guest's complete satisfaction? EFFICIENCY 10 Did the employee offer accurate directions and/or transport options via a digital solution or complimentary map of surrounding area along with information pertaining to expected travel time? SERVICE 11 Were green mobility/travel options promoted by the hotel at the destination (i.e. cycling, walking, public transport)? SUSTAINABILITY 12 With room deliveries, did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department? SERVICE 13 Were all requested in-house items delivered within 10 minutes for an urban hotel and 15 minutes for a resort hotel, and were items presented in a luxurious manner (i.e. on a tray, wrapped in a linen cloth, etc.)? EFFICIENCY 14 Where guest requests are made via in-house digital technology, was the functionality intuitive and seamless and were any requested items delivered within 10 minutes for an urban hotel and 15 minutes for a resort hotel ? EFFICIENCY 15 Were all pre-stay enquiries/emails responded to within 12 hours and was a full response received for all requests? EFFICIENCY 16 Were all confirmations and information provided digitally as a priority, and if required, professionally presented on hotel paper? SERVICE ©LQA 2022 Page 1
17 If applicable/available, were all digitally communicated requests promptly acknowledged in an appropriate tone (i.e. match guest's style of conversation, but refrain from using abbreviations) within 3 minutes, unless advised of a longer timeframe? EFFICIENCY 18 Did the employee offer a sincere farewell at the end of the conversation and show appreciation? SERVICE EMOTIONAL INTELLIGENCE 19 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression? EMOTIONAL INTELLIGENCE 20 Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest? EMOTIONAL INTELLIGENCE 21 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? EMOTIONAL INTELLIGENCE 22 Did the employee use the guest's name naturally and discreetly without overusing it? EMOTIONAL INTELLIGENCE 23 Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required? EMOTIONAL INTELLIGENCE 24 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? EMOTIONAL INTELLIGENCE 25 Did the employee adapt to a changing situation and/or guest's need? EMOTIONAL INTELLIGENCE 26 Did the employee make every effort to meet the guest's requests or offer a suitable alternative? EMOTIONAL INTELLIGENCE 27 Did an employee personalize the interaction in any way and engage the guest as an individual? EMOTIONAL INTELLIGENCE 28 Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? EMOTIONAL INTELLIGENCE ©LQA 2022 Page 2
29 Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? EMOTIONAL INTELLIGENCE 30 Did employees maintain alert postures and respect the guest's presence when interacting with each other? EMOTIONAL INTELLIGENCE 31 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? EMOTIONAL INTELLIGENCE TOTAL NO. OF STANDARDS MET BELOW N/A 30 21 11 70% ©LQA 2022 Page 3
HOUSEKEEPING ARRIVAL LQA Score 0.0% DATE AND TIME : STANDARD PERFORMANCE CLASSIFICATION MET BELOW N/A BEDROOM 1 Were the carpet/tiles/wood flooring clean and free of stains/dust? CLEANLINESS 2 Were ceilings, vents, smoke detectors and sprinklers clean and free of any dust? CLEANLINESS 3 Was the room at a comfortable temperature on arrival? CLEANLINESS 4 Was the room free of odor on arrival? CLEANLINESS 5 Was the bed neatly made with clean linen, which was free of stains and tears and was the bed valance/skirting (if applicable) clean and neatly arranged? CLEANLINESS 6 Was the headboard in good condition and if applicable, were the bedspread/blankets/scatter cushions/bolsters clean? CLEANLINESS 7 Was all upholstered furniture clean and free of stains? CLEANLINESS 8 Were all the furniture surfaces clean and dust/smear free? CLEANLINESS 9 Were all the picture/door/mirror frames clean and dust free? CLEANLINESS 10 Were all the windows/mirrors/chrome/metal surfaces clean and free of smears? CLEANLINESS 11 Were the curtains/voiles/shutters/blinds clean and properly fitted? CLEANLINESS 12 Was the wastepaper bin clean and in excellent condition? CLEANLINESS 13 Was a notepad, pen/pencil available next to each telephone in the room? CLEANLINESS 14 Was all in room collateral clean and in excellent condition? CLEANLINESS 15 Were the wardrobes/drawers clean and free of any scuffs, dust or debris? CLEANLINESS 16 Were all light fixtures in the bathroom and bedroom working properly and were they clean and dust free? CLEANLINESS 17 Was the balcony clean, swept and all balcony furniture clean and set up (weather permitting)? CLEANLINESS 18 Were any pre-arrival requests/personal preferences in place on arrival (e.g. non allergic pillows, baby cot, etc.)? CLEANLINESS 19 Was all water provided in the room, in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)? SUSTAINABILITY ©LQA 2022 Page 1
20 Were local mineral water or hotel filtered bottled water promoted? SUSTAINABILITY 21 Were all in-room amenities (tea/coffee making, in-room bar, etc.) clean and neatly arranged? CLEANLINESS BATHROOM 22 Was the bathroom completely mold free? CLEANLINESS 23 Were the floor, walls, doors and ceiling clean? CLEANLINESS 24 Were the shower, bath, sink and toilet clean? CLEANLINESS 25 Were the showerhead and bath/sink taps polished and free of lime scale? CLEANLINESS ©LQA 2022 Page 2
26 Was the shower screen/door clean? CLEANLINESS 27 Were all counters, shelves and soap dishes clean and dry? CLEANLINESS 28 Was the wastepaper bin clean and in excellent condition? CLEANLINESS 29 Was a complete set of unused amenities present on arrival and in the case of large format dispensers, were contents sufficient for the stay? SERVICE 30 Was there a box of tissues, a well presented toilet roll and a spare toilet roll available? CLEANLINESS 31 Were there 2 x clean drinking water glasses or similar present? CLEANLINESS 32 Were all towels clean, unstained and in excellent repair? CLEANLINESS 33 Were bathrobes and slippers present on arrival and were they clean and in excellent repair? CLEANLINESS TOTAL NO. OF STANDARDS MET BELOW N/A 33 0 33 0% ©LQA 2022 Page 3
TURNDOWN LQA Score 0.0% DATE : STANDARD PERFORMANCE CLASSIFICATION MET BELOW N/A BEDROOM 1 Was a turndown service provided between 16h00 and 19h30 or at the guest's requested time? SERVICE 2 Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before asking to enter the room? SERVICE 3 If a 'privacy' sign/light was present was a calling card/door knob card left under/on the door or a silent message/digital communication left on the telephone? SERVICE 4 If the employee was encountered was he/she well presented and did they greet the guest with a smile? SERVICE 5 If guest was present in the room during turndown/servicing, did the employee arrange to return at a later convenient time when the guest was out of the room? SERVICE 6 Were the scatter cushions removed and the bedspread either folded back or removed and if removed, were they not placed directly on to the floor? SERVICE 7 Did employee fold back sheets neatly and adjust pillows accordingly whilst respecting the guest's preference (i.e. bed turned down on the correct side of bed based on previous evening)? SERVICE 8 Were bedside slippers laid out next to the bed (bedside mat optional)? SERVICE 9 Did employee draw curtains/blinds/shutters fully and neatly, unless purposely left open due to view/seasonality? SERVICE 10 Did employee turn bedside lamp/s on and in the case of key activated lighting had the lighting been adjusted accordingly when the key card was inserted? SERVICE 11 Was complimentary bottled/filtered drinking water provided and placed in a highly visible location (e.g. bedside table, desk)? SERVICE 12 Did employee empty waste bins and ashtrays? CLEANLINESS 13 Was the room tidied with all large hotel amenities (e.g. ironing board) returned to their original locations and small amenities (e.g. hairdryer) left tidily where the guest placed them? CLEANLINESS 14 Were the guest's clothes tidied and his/her shoes paired, with all items left in view? SERVICE 15 Was the used stationery and other amenities (e.g. tea/coffee) replenished where required (i.e. when all of one type of stationery/amenity was missing)? SERVICE 16 Were any used glasses or room service soiled plates and cutlery removed from room and replaced (where required)? CLEANLINESS 17 Did turndown include any additional personalized touch (e.g. amenity, bookmark, etc.)? SERVICE BATHROOM 18 Did the hotel offer an environmental opt-out option as a default for not changing the towels daily (i.e. towels not changed daily unless requested)? SUSTAINABILITY ©LQA 2022 Page 1
19 Did the employee adhere to the guest's chosen environmental option (i.e. not replace towels if the guest has chosen the opt-out option)? SUSTAINABILITY 20 If the guest chose to have the used towels replaced were any used towels replaced with clean ones and were they in excellent condition? CLEANLINESS 21 Was a bathmat laid out in front of the sink and available at the bathtub and shower? SERVICE ©LQA 2022 Page 2
22 Were all empty or almost empty amenities restocked with partially used items left in place? SERVICE 23 Were the shower/bath/sink/toilet and floor wiped clean? CLEANLINESS 24 Were the bathroom water glasses cleaned and/or replaced? CLEANLINESS 25 Did the employee tidy the guest's personal toiletries (i.e. replace lids and neatly arrange) and leave them in view? SERVICE TOTAL NO. OF STANDARDS MET BELOW N/A 25 0 25 0% ©LQA 2022 Page 3
SERVICING LQA Score 0.0% DATE : STANDARD PERFORMANCE CLASSIFICATION MET BELOW N/A BEDROOM 1 Was servicing completed by 15h00 each day or within 1 hour of hanging/activating the 'service room' sign/light? SERVICE 2 Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before asking to enter the room? SERVICE 3 If a 'privacy' sign/light was present was a calling card/door knob card left under/on the door or a silent message/digital communication left on the telephone? SERVICE 4 If the employee was encountered was he/she well presented and did they greet the guest with a smile? SERVICE 5 If guest was present in the room during turndown/servicing, did the employee arrange to return at a later convenient time when the guest was out of the room? SERVICE 6 Was the carpet/tiles/wood flooring freshly vacuumed/mopped and free of any debris? CLEANLINESS 7 Was the bed neatly made and were the bedspread/throw and decorative cushions replaced, if applicable? CLEANLINESS 8 Did the employee open the blackout curtains fully and neatly with sheer curtains opened or closed depending on the heat/temperature? SERVICE 9 Did the employee empty the waste bins and ashtrays? CLEANLINESS 10 Was the room tidied with all large hotel amenities (e.g. ironing board) returned to their original locations and small amenities (e.g. hairdryer) left tidily where the guest placed them? CLEANLINESS 11 Were the guest's clothes tidied and his/her shoes paired, with all items left in view? SERVICE 12 Was the used stationery and other amenities (e.g. tea/coffee) replenished where required (i.e. when all of one type of stationery/amenity was missing)? SERVICE 13 Were any used glasses or room service soiled plates and cutlery removed from room and replaced (where required)? CLEANLINESS 14 Were any used laundry bags/lists replaced (if all bags/lists were removed)? SERVICE 15 Were any complimentary food and beverage amenities tidily arranged and partially eaten fruit removed as required? SERVICE 16 If a bottle of wine/beverage was presented in an ice bucket on arrival, was the ice bucket either emptied and cleaned or refreshed during servicing? SERVICE ©LQA 2022 Page 1
17 Were any blown light bulbs replaced? SERVICE 18 Were the corridors kept clear of housekeeping service trolleys? PRODUCT BATHROOM 19 Did the hotel offer an environmental opt-out option as a default for not changing the sheets/towels daily (i.e. sheets/towels not changed daily unless requested)? SUSTAINABILITY 20 Did the employee adhere to the guest's chosen environmental option (i.e. not replace towels if the guest has chosen the opt-out option)? SUSTAINABILITY 21 If the guest chose to have the used towels/sheets replaced were any used towels/sheets replaced with clean ones and were they in excellent condition? CLEANLINESS 22 Were all empty or almost empty amenities restocked with partially used items left in place? SERVICE 23 Were the shower/bath/sink/toilet and floor wiped clean? CLEANLINESS 24 Were all bath/shower and sink controls polished and was bathroom counter clean, dry and free of any debris? CLEANLINESS 25 Were all mirrors clean and free of smears and was the shower curtain/door clean? CLEANLINESS 26 Were the bathroom water glasses cleaned and/or replaced? CLEANLINESS 27 Did the employee tidy the guest's personal toiletries (i.e. replace lids and neatly arrange) and leave them in view? SERVICE 28 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? EMOTIONAL INTELLIGENCE TOTAL NO. OF STANDARDS MET BELOW N/A 28 28 0 100% ©LQA 2022 Page 2
LAUNDRY LQA Score 0.0% DATE : STANDARD PERFORMANCE CLASSIFICATION MET BELOW N/A COLLECTION 1 Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting or in the case of digital communication, was a response received within 3 minutes? EFFICIENCY 2 Was the laundry/pressing collected within 10 minutes of request for urban hotels and 15 minutes for resort hotels? EFFICIENCY 3 Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before asking to enter the room? SERVICE DELIVERY AND PRESENTATION 4 Was all the laundry/pressing delivered within specified time? EFFICIENCY 5 If laundry delivery was requested, was it delivered to the room within 10 minutes for an urban hotel and 15 minutes for a resort hotel? EFFICIENCY 6 Where guest requests are made via in-house digital technology, was the functionality intuitive and seamless and were any requested items delivered within 10 minutes for an urban hotel and 15 minutes for a resort hotel ? EFFICIENCY 7 If any delay in the delivery time, was the guest informed immediately? SERVICE 8 If a 'privacy' sign/light was present was a calling card/door knob card left under/on the door or a silent message/digital communication left on the telephone? SERVICE 9 Were all collected items returned and if so were they returned as requested (i.e. folded, on a hanger, etc.)? EFFICIENCY 10 Were all laundry items appropriately cleaned, pressed and free of odor? SERVICE 11 If a stain could not be removed from a garment was the guest informed through a printed card or via a telephone message? SERVICE 12 Were any personal items left in clothes (e.g. money, business cards, etc.) returned and was the guest informed verbally or in writing? SERVICE 13 Were all hanging garments returned on good quality hangers (i.e. not wire) and if covered was this either reusable (i.e. canvas) or biodegradable (i.e. not plastic)? SUSTAINABILITY 14 Were folded garments delivered in a box/basket/tray? SERVICE 15 Were minor repairs automatically carried out where required (e.g. buttons replaced if fallen off or loose, collar stays replaced, etc.) and was the guest informed verbally or in writing? SERVICE 16 Were the garments free of any staples, pins or laundry tags? SERVICE ©LQA 2022 Page 1
17 Were any shoes given for cleaning returned on time, cleaned/polished to a good standard and well presented? SERVICE 18 Was same-day laundry and 2 hour pressing available on week days? SERVICE EMOTIONAL INTELLIGENCE 19 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression? EMOTIONAL INTELLIGENCE 20 Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest? EMOTIONAL INTELLIGENCE 21 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? EMOTIONAL INTELLIGENCE 22 Did the employee use the guest's name naturally and discreetly without overusing it? EMOTIONAL INTELLIGENCE 23 Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? EMOTIONAL INTELLIGENCE 24 Did the employee actively listen, avoid interrupting and give the caller their undivided attention (i.e. the guest should not have to repeat themselves)? EMOTIONAL INTELLIGENCE 25 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? EMOTIONAL INTELLIGENCE TOTAL NO. OF STANDARDS MET BELOW N/A 25 24 1 96% ©LQA 2022 Page 2
IN ROOM DINING LQA Score 0.0% DATE AND TIME : STANDARD MET BELOW N/A ORDER TAKING 1 Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting, or in the case of digital communication, responded to within 3 minutes? EFFICIENCY 2 If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30 seconds or was the caller offered a call back option? EFFICIENCY 3 Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction)? SERVICE 4 Was the employee able to answer any questions with regard to the menu, its ingredients and allergies, where applicable? SERVICE 5 Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)? EFFICIENCY 6 If special dietary requirements were provided at any point during stay, were they automatically acknowledged? SERVICE 7 Did the employee accommodate any reasonable off menu requests? SERVICE 8 If a hot or cold dessert was ordered, did the employee offer the guest the option of serving it upon completion of the main course? SERVICE 9 Did the employee ascertain the number of people dining? EFFICIENCY 10 Did the employee repeat the order either during or at the end of the call? EFFICIENCY 11 Did the employee advise delivery time? SERVICE 12 In the case of digital orders (e.g. tablet, via television, etc.) was the facility easy to use and was the correct order delivered on time? EFFICIENCY SALES 13 Did the order taker suggest a starter and/or side order that was appropriate to the order? SALES OPPORTUNITY 14 Did the order taker offer beverages (e.g. wine, beer, soft drink, coffee, etc.) with the meal? SALES OPPORTUNITY 15 Was local mineral water or hotel filtered bottled water promoted? SUSTAINABILITY 16 Did the order taker suggest dessert with the meal? SALES OPPORTUNITY SERVICE 17 Was the order served in the standard time (Breakfast order card - 5 minutes of requested time. Telephone orders - Breakfast 25/30 minutes for urban/resort; Lunch/Dinner 30/40 minutes for urban/resort) and if an estimated delivery time was given, was the order served within 5 minutes of the stated time? EFFICIENCY 18 Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before asking to enter the room? SERVICE 19 Did the employee ask/suggest where the guest would like the tray/trolley to be placed? SERVICE 20 Did the employee secure the table leaf and set the table? SERVICE ©LQA 2022 Page 1
21 Did the employee position the chairs accordingly? SERVICE 22 Did the employee offer to pour the beverages, remove the cloche/s and stancap/s as applicable? SERVICE 23 Did the employee confirm the order and was it correct and complete? EFFICIENCY 24 Did the employee inform the guest of tray/trolley collection procedures or was a tray removal card present? SERVICE 25 Was the bill clearly itemized and correct and if presented, in a clean billfold (or similar) that was in good condition? EFFICIENCY 26 Did the employee offer a sincere farewell at the end of the conversation and show appreciation? SERVICE 27 If tray/trolley removal was requested, was it collected within 25 minutes EFFICIENCY MENU AND FOOD 28 Was the menu/wine list clean, in good repair, grammatically correct and easy to read? PRODUCT 29 Were are least two starters, two main courses and one dessert available from the following options: vegan, gluten-free and lactose-free (on the menu/buffet or advised by an employee)? SUSTAINABILITY 30 Was the food presented in an appealing manner and did it directly resemble its description from the menu? FOOD QUALITY 31 Was the food fresh and of good flavor? FOOD QUALITY 32 Was the texture of the food appropriate? FOOD QUALITY 33 Was the food cooked as requested and served at the correct temperature? FOOD QUALITY 34 Was the option of locally sourced/sustainably certified fish stated on the menu or advised by an employee? SUSTAINABILITY 35 Was locally sourced food available and stated on the menu or advised by the employee (regionally sourced acceptable for remote regions)? SUSTAINABILITY 36 Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed? FOOD QUALITY 37 Were tea/coffee locally sourced/sustainably certified and stated on the menu or advised by the employee? SUSTAINABILITY 38 Were at least two fresh juices available? FOOD QUALITY 39 Were bread/rolls or specialty cuisine equivalent (i.e. prawn crackers) served, where applicable and were they of excellent quality? FOOD QUALITY TRAY/TROLLEY LAYOUT 40 Was the room service tray/trolley clean and in good repair? PRODUCT 41 Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)? PRODUCT 42 Were the correct cutlery, crockery and glassware provided and were they clean and in good repair? PRODUCT 43 Were all food and beverages free of single-use plastic? SUSTAINABILITY ©LQA 2022 Page 2
44 Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)? SUSTAINABILITY 45 If butter/olive oil was provided, was it fresh and well presented (i.e. no blister packs acceptable)? FOOD QUALITY 46 Were salt and pepper cruets available and if so were they clean and full? PRODUCT 47 Was a fresh floral or a table decoration present? PRODUCT 48 Was all food covered with a cloche and/or some form of covering? SERVICE 49 Were the appropriate condiments/sauces served with the meal and were they decanted into the appropriate dishes or in miniature form? SERVICE 50 Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) offered with the coffee/tea (n/a for green tea/herbal teas) and was it accompanied by a sweet (e.g. cookie, petit four, etc.)? PRODUCT 51 In the case of breakfast was there a minimum of three different preserves available (honey is acceptable) and were they served in appropriate containers (i.e. not sachet/blister packs)? PRODUCT EMOTIONAL INTELLIGENCE 52 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression? EMOTIONAL INTELLIGENCE 53 Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest? EMOTIONAL INTELLIGENCE 54 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? EMOTIONAL INTELLIGENCE 55 Did the employee use the guest's name naturally and discreetly without overusing it? EMOTIONAL INTELLIGENCE 56 Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required? EMOTIONAL INTELLIGENCE 57 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? EMOTIONAL INTELLIGENCE 58 Did the employee adapt to a changing situation and/or guest's need? EMOTIONAL INTELLIGENCE 59 Did the employee make every effort to meet the guest's requests or offer a suitable alternative? EMOTIONAL INTELLIGENCE 60 Did an employee personalize the interaction in any way and engage the guest as an individual? EMOTIONAL INTELLIGENCE 61 Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? EMOTIONAL INTELLIGENCE 62 Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? EMOTIONAL INTELLIGENCE 63 Did employees maintain alert postures and respect the guest's presence when interacting with each other? EMOTIONAL INTELLIGENCE 64 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? EMOTIONAL INTELLIGENCE TOTAL NO. OF STANDARDS MET BELOW N/A ©LQA 2022 Page 3
64 48 16 75% ©LQA 2022 Page 4
ROOM LQA Score 0.0% DATES : STANDARD PERFORMANCE CLASSIFICATION MET BELOW N/A BEDROOM 1 Was the décor luxurious/current in appearance and well coordinated throughout the room? PRODUCT 2 Did the majority of rooms provide an abundance of space (minimum of 30 meters squared for city hotels and 40 meters squared (including bathrooms) for resorts) and was the furniture arranged in a way that allowed freedom of movement throughout the room? PRODUCT 3 Was the flooring of high quality (i.e. high grade wood, marble, stone, granite, elegant area rugs or high density carpet) and was it in good repair? PRODUCT 4 Were the wall surfaces well maintained and enhanced with several design elements (i.e. wood baseboards, ceiling trim, soft wall coverings, wood panelling, etc.)? PRODUCT 5 Were all areas of the room extremely well lit (i.e. both sides of the bed, at workspace and sitting area) with custom high quality light fixtures? PRODUCT 6 Was individually controlled lighting available from the bed and could all room lights be switched off from the bed? PRODUCT 7 Was LED lighting (excluding smoke detectors) within the room minimized in a way that limited light pollution and ensured that it did not interfere with guest's sleep? PRODUCT 8 Was all furniture well maintained and of a high quality (i.e. solid wood, upscale fabrics, etc.)? PRODUCT 9 Were all fabrics (curtains, upholstery, bedspread) fresh in appearance and of good quality? PRODUCT 10 Was comfortable seating provided for two people in the room that was of the appropriate height for a room service trolley/table (the bed cannot be a form of seating)? PRODUCT 11 Was an occasional table/side table and seating provided in the room? PRODUCT 12 Was an adjustable climate control panel provided which was appropriate to the destination and if so, was it quiet and in good working order? PRODUCT 13 Were the pillows and mattress comfortable and the bed linen of good quality (i.e. 100% cotton)? PRODUCT 14 Was there ample well lit full hanging (i.e. for dresses) and drawer/shelf space available for a minimum of two guests? PRODUCT 15 Were matching good quality hangers provided (i.e. wooden and not anti-theft) and did they consist of suit, padded and clip hangers? PRODUCT 16 Was all technology (e.g. tablet, sound system, electric curtains, etc.) and lighting in good working order and easy to use? PRODUCT 17 Was complimentary high-speed Wi-Fi available and if so was it easy to access and did it provide a seamless wireless experience (i.e. strong and continuous connection without requirement to log in more than once during the stay) as well as the ability to connect multiple devices (e.g. minimum of three devices)? PRODUCT 18 Could the guest connect to a speaker in the room via Bluetooth technology? PRODUCT 19 Was an upscale comprehensive guest services directory provided (e.g. printed copy, tablet, digital format QR code or via television), and was it up to date, grammatically correct and in good condition? PRODUCT ©LQA 2022 Page 1
20 Were a good quality and non-plastic shoehorn and clothes brush (urban hotels only) and umbrella available (umbrella requirement is destination specific and can be available in the room or offered at the hotel entrance if weather is inclement)? PRODUCT 21 Was a fabric laundry bag and list provided? PRODUCT 22 Were easily accessible spare electrical points near a mirror (e.g. for hairdryer) and were at least two spare power points or USB ports, available on both sides of the bed (e.g. for mobile phones)? PRODUCT 23 Were either a range of international electrical sockets provided at the desk or were international adaptors present in the room or alternatively was an adaptor offered on arrival to international guests? PRODUCT 24 Was a well-maintained and stocked in-room bar present and was there an option clearly stated that the contents could be customized to the guest's personal preferences (reservation email, verbally on arrival, guest directory, tent card, etc.)? PRODUCT 25 Was an in-room safe provided and was it of an adequate size (i.e. large enough for a laptop) and in good working order/available for immediate use (i.e. not locked)? PRODUCT 26 Were there either two telephones in the room (i.e. workspace, bedside and bathroom) or alternatively one telephone, which must be cordless? PRODUCT 27 Were all room telephones in good working order with speed dial, message waiting and speaker facility? PRODUCT 28 Was a selection of reading material provided (i.e. current lifestyle magazines and/or books)? PRODUCT 29 Was a fresh floral arrangement or plant or plant decoration present (i.e. bamboo display) in the room or bathroom? PRODUCT 30 If provided, was the welcome note personalized? PRODUCT 31 Were a coffee machine, kettle and all equipment (i.e. teabags, coffee, sugar, milk, cups etc.) provided or available via in-room dining/butler service on a complimentary basis and were they fully stocked and in good working order? PRODUCT BATHROOM 32 Was the décor luxurious in appearance and well coordinated throughout the bathroom? PRODUCT 33 Did the bathroom provide an abundance of space in a way that allowed freedom of movement for two guests? PRODUCT 34 In the case of an urban hotel, was a large walk-in shower provided at a minimum and in a resort hotel was a full-sized soaking bath tub available and large walk-in shower provided? PRODUCT 35 Was there a hand-held shower present within the bath? PRODUCT 36 Was there an adjustable showerhead (to control water flow) or a rain shower present? PRODUCT 37 Were all bathroom fittings (e.g. toilet, sinks, bathtub, bidet) in good condition? PRODUCT 38 Was all plumbing and ventilation in good working order (e.g. strong water pressure, quick drainage, prompt supply of hot water, etc.)? PRODUCT 39 Were flooring, vanity, shower/bath surround and shower floor finished in high quality marble, stone, local tile or granite and were they and the grouting in good repair? PRODUCT 40 Were other wall and ceiling surfaces well maintained? PRODUCT ©LQA 2022 Page 2
41 Was sufficient counter/shelf space provided (i.e. can comfortably accommodate amenities for two guests)? PRODUCT 42 Were there multiple lighting points in the bathroom and was it bright and well lit? PRODUCT 43 Did the bathroom offer a night light/dimmer facility (i.e. can be via make up mirror)? PRODUCT 44 Was a well lit, easily accessible shaving/make up mirror provided? PRODUCT 45 Was a good quality tissue dispenser and soap dish available (soap dish not applicable if soap dispensers provided)? PRODUCT 46 Was a good quality hairdryer (i.e. minimum of 1875 wattage, Ionic, lamination or Tourmaline fusion) available, and if so was it in good working order? PRODUCT 47 Were good quality bathrobes available (i.e. heavyweight for cold climates and light weight for warmer climates) for each guest staying in the room? PRODUCT 48 Were slippers free of plastic wrapping? SUSTAINABILITY 49 Were there a minimum of three heavyweight, plush, good quality bath towels/sheets, two hand towels and two face towels per room? PRODUCT 50 Was a full range of amenities available (minimum of shampoo, conditioner, bath gel, body lotion, hand soap, cotton pads, buds and shower cap)? PRODUCT 51 Were shampoo, conditioner, shower gel, and body lotion provided in large-format bottles which were refillable/recyclable, instead of miniature format? SUSTAINABILITY 52 Were all bathroom amenities free of plastic wrapping? SUSTAINABILITY 53 Were amenities positioned in a way that were immediately convenient and accessible for the guest (e.g. shampoo, conditioner and bath gel in the shower)? PRODUCT TOTAL NO. OF STANDARDS MET BELOW N/A 53 53 0 100% ©LQA 2022 Page 3
PUBLIC AREAS LQA Score 0.0% DATES : STANDARD MET BELOW N/A EXTERIOR/GROUNDS 1 Was the exterior of the hotel well maintained and luxurious in its presentation? PRODUCT 2 Was the driveway easily accessible with either parking or a valet system present? PRODUCT 3 Was the drop off area covered, well lit and free of obstruction or in the case where there was insufficient cover provided, automatically shield arriving guests with an umbrella in wet weather conditions? PRODUCT 4 Was all landscaping well-tended and free of debris? PRODUCT LOBBY 5 Was the hotel lobby luxurious in design and fresh in appearance? PRODUCT 6 Was the flooring of high quality (i.e. high grade wood, marble, stone, granite, elegant area rugs or high density carpet) and was it clean and in good repair? PRODUCT 7 Were the wall surfaces well maintained and enhanced with several design elements (i.e. wood baseboards, ceiling trim, soft wall coverings, wood panelling, etc.) PRODUCT 8 Was all furniture clean, well maintained and of a high quality (i.e. solid wood, upscale fabrics, etc.)? PRODUCT 9 Were attractive fresh, floral arrangements/live plants present in the lobby area? PRODUCT 10 Was the lobby well illuminated and was all lighting in good working order? PRODUCT 11 Was complimentary high-speed Wi-Fi available and if so was it easy to access and did it provide a seamless wireless experience (i.e. strong and continuous connection without requirement to log in more than once during the stay) as well as the ability to connect multiple devices (e.g. minimum of three devices)? PRODUCT 12 If music was played, was it appropriate for the venue/ambiance and was it played at a pleasant level? PRODUCT 13 Was there adequate, clearly visible good quality signage? PRODUCT 14 Was employee presence in managing large groups evident and effective to minimize disruption to other guests in the hotel (e.g. employee directional assistance, signage, alternative group check-in area etc.)? SERVICE 15 Were the shops/showcases clean and well maintained in their presentation? PRODUCT RESTAURANTS/BARS 16 Was the restaurant/bar flooring clean and in good repair? PRODUCT 17 Were the restaurant/bar wall/ceiling surfaces well maintained and scuff free? PRODUCT 18 Were all windows and curtains clean and well maintained? PRODUCT ©LQA 2022 Page 1
19 Were the restaurants/bars sufficiently lit and was all lighting in good working order? PRODUCT 20 Were the tables and chairs well maintained and the chair fabrics clean and in good repair? PRODUCT GUEST ROOM CORRIDORS 21 Were the corridors luxurious, consistent in design and fresh in appearance? PRODUCT 22 Was the flooring of high quality (i.e. high grade wood, marble, stone, granite, elegant area rugs or high density carpet) and was it clean and in good repair? PRODUCT 23 Were the wall surfaces well maintained and enhanced with several design elements (i.e. wood baseboards, ceiling trim, soft wall coverings, wood panelling, etc.)? PRODUCT 24 Were all windows and curtains clean and well maintained? PRODUCT 25 Were the corridors/pathways/stairways well lit and was all lighting in good working order? PRODUCT 26 Was all furniture clean, well maintained and of a high quality (i.e. solid wood, upscale fabrics, etc.)? PRODUCT 27 Was all hotel signage adequate, clean and in good repair? PRODUCT 28 Were the room service trays/trolleys/operating equipment regularly cleared from the floors? PRODUCT RESTROOMS 29 Were the restrooms luxurious in design, fresh in appearance and well ventilated (i.e. free of any unpleasant odors)? PRODUCT 30 Was the flooring and vanity finished in high quality marble, stone or granite and was it in good repair? PRODUCT 31 Was all wall paper/tiles/paintwork free of any holes/chips/scuffs? PRODUCT 32 Were the cubicles of good quality (i.e. solid wood) and well maintained with coat hooks present? PRODUCT 33 Were the restrooms well lit and was all lighting in good working order? PRODUCT 34 Were the toilets, urinals and sinks clean and in good working order/repair? PRODUCT 35 Were the urinals separated by partitions and did they have automatic flushing mechanisms? PRODUCT 36 Were liquid soap and hand lotion dispensers available at the sink? PRODUCT 37 Were sufficient good quality hand towels available (i.e. cloth or heavy ply paper variety)? PRODUCT 38 Was a fresh floral arrangement or plant or plant decoration present (i.e. bamboo display)? PRODUCT ELEVATORS 39 Were the elevators decorated to a luxurious standard? PRODUCT ©LQA 2022 Page 2
40 Were all elevators clean and well maintained (i.e. flooring, walls, lighting) and in good working order? PRODUCT 41 Did the employees refrain from using the guest elevators to deliver luggage/room service/housekeeping supplies? PRODUCT AUXILIARY EMPLOYEES - BEHAVIOURAL STANDARDS (HOUSEKEEPING, MAINTENANCE, SECURITY) 42 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression? EMOTIONAL INTELLIGENCE 43 Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest? EMOTIONAL INTELLIGENCE 44 Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required? EMOTIONAL INTELLIGENCE 45 Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? EMOTIONAL INTELLIGENCE 46 Did employees maintain alert postures and respect the guest's presence when interacting with each other? EMOTIONAL INTELLIGENCE TOTAL NO. OF STANDARDS MET BELOW N/A 46 45 1 98% ©LQA 2022 Page 3
TRANSPORT LQA Score 0.0% DATE AND TIME : STANDARD MET BELOW N/A TRANSFER 1 Was a hotel representative at the point of pick up at the scheduled time? EFFICIENCY 2 Did the employee hold a signboard/tablet with the correct spelling of the guest's name or hotel name printed (i.e. not handwritten)? SERVICE 3 Did the employee offer assistance with luggage? SERVICE 4 Did the employee offer car door assistance? SERVICE 5 Did the employee advise the estimated journey time? SERVICE 6 Was bottled water available? SERVICE 7 Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)? SUSTAINABILITY 8 Was local mineral water or hotel filtered bottled water promoted? SUSTAINABILITY 9 Was sanitiser available within the vehicle? SUSTAINABILITY 10 Was a universal telephone charger offered or readily available for the guest's immediate use? PRODUCT 11 In the case of hotel transport was a Wi-Fi service provided within the car? SERVICE 12 In the case of hotel transport, was a kerbside greeting and seamless check in process provided on arrival to the hotel? SERVICE 13 Did employee ascertain if the guest would like music played and if it was played, was it at an appropriate level? SERVICE 14 Did the employee ascertain if the car temperature was satisfactory? SERVICE 15 Did the employee drive in a safe and careful manner and use a headset/hands-free when making telephone calls? SERVICE 16 Did the employee offer a sincere farewell at the end of the conversation and show appreciation? SERVICE PRODUCT - VEHICLE 17 Was the car provided of high quality and in excellent condition? PRODUCT 18 Was the exterior of the vehicle clean and polished? CLEANLINESS 19 Was the interior of the vehicle clean, tidy and odor free? CLEANLINESS ©LQA 2022 Page 1
EMOTIONAL INTELLIGENCE 20 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression? EMOTIONAL INTELLIGENCE 21 Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest? EMOTIONAL INTELLIGENCE 22 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? EMOTIONAL INTELLIGENCE 23 Did the employee use the guest's name naturally and discreetly without overusing it? EMOTIONAL INTELLIGENCE 24 Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required? EMOTIONAL INTELLIGENCE 25 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? EMOTIONAL INTELLIGENCE 26 Did the employee adapt to a changing situation and/or guest's need? EMOTIONAL INTELLIGENCE 27 Did the employee make every effort to meet the guest's requests or offer a suitable alternative? EMOTIONAL INTELLIGENCE 28 Did an employee personalize the interaction in any way and engage the guest as an individual? EMOTIONAL INTELLIGENCE 29 Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? EMOTIONAL INTELLIGENCE 30 Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? EMOTIONAL INTELLIGENCE 31 Did employees maintain alert postures and respect the guest's presence when interacting with each other? EMOTIONAL INTELLIGENCE 32 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? EMOTIONAL INTELLIGENCE TOTAL NO. OF STANDARDS MET BELOW N/A 32 30 2 94% ©LQA 2022 Page 2