SERVICING HOUSEKEEPING Leading Quality Assurance (LQA) Standards 2023
SERVICING STANDARD PERFORMANCE CLASSIFICATION 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 17 Were any blown light bulbs replaced? SERVICE 18 Were the corridors kept clear of housekeeping service trolleys? PRODUCT 19 If the guest set the room temperature at a specific level, was it left unaltered for the rest of the stay? SERVICE BATHROOM 20 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 21 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 22 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 23 Were all empty or almost empty amenities restocked with partially used items left in place? SERVICE 24 Were the shower/bath/sink/toilet and floor wiped clean? CLEANLINESS 25 Were all bath/shower and sink controls polished and was bathroom counter clean, dry and free of any debris? CLEANLINESS ©LQA 2022 Page 1
26 Were all mirrors clean and free of smears and was the shower curtain/door clean? CLEANLINESS 27 Were the bathroom water glasses cleaned and/or replaced? CLEANLINESS 28 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 28 ©LQA 2022 Page 2