DRINKS Leading Quality Assurance (LQA) Standards 2023
DRINKS SERVICE STANDARD PERFORMANCE CLASSIFICATION SERVICE 1 Was the guest greeted or acknowledged within 1 minute upon entering the bar/lounge? EFFICIENCY 2 Did the employee offer to take the drinks order within 3 minutes of seating? EFFICIENCY 3 Did the employee show good product knowledge when taking the order and promote local/signature drinks, where applicable? SERVICE 4 Did the drinks menu include one or more crafted non-alcoholic option(s)? PRODUCT 5 Did the employee offer a choice of brand/variety when taking the drink order if there was an opportunity to do so? SALES OPPORTUNITY 6 Did the employee offer the option to order food or supply a restaurant menu? SALES OPPORTUNITY 7 Was the correct drinks order served within 5 minutes of order (8 minutes for cocktails) unless advised of a delay? EFFICIENCY 8 Was the correct order served to each guest without any prompting required? EFFICIENCY 9 Were drinks served and cleared using a tray? SERVICE 10 Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of canned, bottled or mixed drinks (not applicable to cocktails)? SERVICE 11 If wine by the glass is ordered, did the waiter present the bottle and offer a sample before filling the glass accordingly (n/a for Enomatic wine system, or similar, by the glass)? SERVICE 12 Did the waiter supply and place drinks on coasters (not required for stemware)? SERVICE 13 Were the drinks served in the correct, clean (unchipped) glassware with the appropriate fresh garnish and a non-plastic stir stick/straw (if required)? SERVICE 14 Were drinks served at the appropriate temperature (chilled, room temperature, etc.)? SERVICE 15 Did the waiter automatically offer a minimum of two varieties of snacks, and in the case of shelled nuts or olives, was a pit bowl provided? SERVICE 16 Were the snacks fresh and of good quality? FOOD QUALITY 17 Were the snacks topped up as required? SERVICE 18 Did the waiter supply serviettes/cocktail napkins with the snacks/drinks? SERVICE 19 Did the waiter offer an additional beverage within 2 minutes of drink being empty? SALES OPPORTUNITY 20 Was the bill clearly itemized and correct and was it promptly presented or within 3 minutes of request in a clean billfold (or similar) that was in good condition? EFFICIENCY 21 Did the employee offer a sincere farewell at the end of the conversation and show appreciation? SERVICE TABLE LAYOUT/BAR 22 Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)? PRODUCT ©LQA 2022 Page 1
23 Were all tables in the restaurant consistently laid up and promptly cleared and re-laid when guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)? EFFICIENCY 24 If a bar list was provided, was it clean and in good repair, grammatically correct and easy to read? PRODUCT 25 Were all food and beverages free of single-use plastic? SUSTAINABILITY 26 Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)? SUSTAINABILITY EMOTIONAL INTELLIGENCE 27 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 28 Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest? EMOTIONAL INTELLIGENCE 29 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? EMOTIONAL INTELLIGENCE 30 Did the employee use the guest's name naturally and discreetly without overusing it? EMOTIONAL INTELLIGENCE 31 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 32 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? EMOTIONAL INTELLIGENCE 33 Did the employee adapt to a changing situation and/or guest's need? EMOTIONAL INTELLIGENCE 34 Did the employee make every effort to meet the guest's requests or offer a suitable alternative? EMOTIONAL INTELLIGENCE 35 Did an employee personalize the interaction in any way and engage the guest as an individual? EMOTIONAL INTELLIGENCE 36 Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? EMOTIONAL INTELLIGENCE 37 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 38 Did employees maintain alert postures and respect the guest's presence when interacting with each other? EMOTIONAL INTELLIGENCE 39 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 39 ©LQA 2022 Page 2