TRANSPORT Leading Quality Assurance (LQA) Standards 2023
TRANSPORT STANDARD 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 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 ©LQA 2022 Page 1
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 32 ©LQA 2022 Page 2