GUEST SERVICES/CONCIERGE LQA

• Conducted on

  Date

• Prepared by

• Person audited

GUEST SERVICES/CONCIERGE - STANDARDS:

• Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?<br>

  Yes

  No

  N/A

• 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?

  Yes

  No

  N/A

• Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction)?

  Yes

  No

  N/A

• 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 one minute?

  Yes

  No

  N/A

• Did the employee ask questions to fully understand the guest's needs?

  Yes

  No

  N/A

• Did the employee display first-hand knowledge and local expertise by offering suitable and thorough recommendations based on the information provided?

  Yes

  No

  N/A

• If a restaurant recommendation was requested, did the employee ascertain the type of cuisine preferred and then offer an appropriate choice of options along with an overview of the style of restaurant (e.g. casual, formal etc.)?

  Yes

  No

  N/A

• 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?

  Yes

  No

  N/A

• 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?

  Yes

  No

  N/A

• 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?

  Yes

  No

  N/A

• 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?

  Yes

  No

  N/A

• 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.)?

  Yes

  No

  N/A

• Were all pre-stay enquiries/emails responded to within 12 hours and was a full response received for all requests?

  Yes

  No

  N/A

• Were all confirmations and information provided electronically or professionally presented on hotel paper?

  Yes

  No

  N/A

• If applicable/available, were all text message requests promptly acknowledged in an appropriate tone (i.e. match guest's style of conversation, but refrain from using abbreviations) within 5 minutes, unless advised of a longer timeframe?

  Yes

  No

  N/A

• Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

  Yes

  No

  N/A

THE EMPLOYEE - BEHAVIOURAL STANDARDS:

• Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

  Yes

  No

  N/A

• Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

  Yes

  No

  N/A

• Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

  Yes

  No

  N/A

• Did the employee use the guest's name naturally and discreetly without overusing it?

  Yes

  No

  N/A

• 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 other the hotel facilities or immediately offer to find out the information required?

  Yes

  No

  N/A

• Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?

  Yes

  No

  N/A

• Did the employee adapt to a changing situation and/or guest's need ?

  Yes

  No

  N/A

• Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

  Yes

  No

  N/A

• Did an employee personalize the interaction in any way and engage the guest as an individual?

  Yes

  No

  N/A

• Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

  Yes

  No

  N/A

• Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

  Yes

  No

  N/A

• Did employees maintain alert postures and respect the guest's presence when interacting with each other?

  Yes

  No

  N/A

• Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

  Yes

  No

  N/A