PPG MAL_LOUNGE SERVICE QUALITY ASSESSMENT

Title Page

Location
Conducted on
Assessment Start Time
Assessed by
Lounge Person-In-Charge

A. Grooming & Deportment

Appearance Hair Well-trimmed, neat & tidy, natural hair colour. Male: No longer than the collar of the shirt. Female: Max. Length up to the nape of the neck for short hair. Makeup (Female only) Professional and presentable makeup with foundation, eye shadow, blush not lip colour. Nail Colour (Female GSO only) Red, pink, natural French nail and transparent (short nails only) are allowed.
Uniform. Name Badge & Shoes Uniform Well-fitted, well pressed, clean and free of stains, undergarments must be plain and white. Tie and scarf must be worn properly all the time Name Badge Visible and displayed on the upper left side of the jacket Shoes Black leather court shoes with no ornaments Socks / Hosiery Plain in black socks without logos or patterns, enough length. Not revealing bare skin when squat down. Hosiery is barely black/ Charcoal in colour
Accessories Hair Accessories Must be in black, max. 4 pins, 2 clips and 1 comb visible for female with longer hair. Jewelry & Watch Max. 1 ring, 1 bracelet/bangle, 1 pair of earrings in stud style, Watch with metal and plain black or dark brown leather strap. *Food handle are not allowed to have accessories on hand due to food hygiene Eye-wear Plain, simple, classic, conservative or elegant frame or frame-less design with clear lenses. Cosmetic coloured contact lens are not allowed
Remarks

B. Customer Services - Service Skills

Greetings Colleagues greet guest with eye contact, sincere smile, friendly tone and standard welcome message. Full greeting : “Good evening, sir/madam. Welcome to our lounge/ How are you today? / Nice to see you again.” Busy version: “Good evening, sir/madam. Welcome to our lounge.” Hand Gesture: "Touch Greeting"
Telephone Techniques Colleagues answer calls in a polite and professional manner. Calls are handled with standard greeting, addressing the guest by their names, clear message delivered and standard closing.
Language Proficiency Colleagues are able to communicate in English + one local language.
Response to Guests Colleagues listen to guest patiently, respond with the right information clearly and confidentially.
Lounge Check-in Colleagues is familiar with the check-in procedures to render a smooth check-in. Check in duration is <5 minutes
Product Knowledge Colleagues’ product knowledge about the lounge, services and facilities; e.g. Lounge packages, price list, food offerings, etc. Information about our network; e.g. Our presence in the world, services and facilities in a particular location.
Rapport Building Colleagues engage in small talk with guests to add a more personal touch and interaction which will make them feel more welcomed, valued and cared for.
Feedback Channels Guests should have a few channels when giving feedback; e.g. face-to-face, Feedback Form (hardcopy), PPL website, etc.
Remarks

B. Customer Services - Service Skills (Cont'd)

Farewell When the guest is leaving the lounge. Colleagues bid farewell; e.g. “Goodbye, sir/madam. Have a pleasant flight!” in a pleasant tone and manner.
F&B Associate Colleagues greet guest with eye contact, sincere smile, pleasant tone and manner with proper grooming and deportment. Be able to carry out the duties; e.g. explain the items on the menu(s), take and deliver orders correctly.
Lounge Assistant Colleagues greet guest with eye contact, sincere smiles, pleasant tone and manner with proper grooming and deportment. Be able to carry out the duties; e.g. collect used plates, cutlery, etc. within timeframe, maintain clean tables and chairs.
Housekeeper Colleagues greet guest with eye contact, sincere smiles, pleasant tone and manner with proper grooming and deportment. Be able to carry out the duties; e.g. maintain a clean and dry toilet with amenities.
Kitchen Colleagues Colleagues greet guest with eye contact, sincere smiles, pleasant tone and manner with proper grooming and deportment. Be able to carry out the duties; e.g. prepare the food within timeframe and maintain the live kitchen in a good hygiene standard, etc.
Remarks

C. Food & Beverage - Food

Food Selection *70% of the menu are international and 30% local signatures with the combination of salad, soup, cold and hot dishes
Food Quality Presentation Food are attractively presented
Taste Food have good texture, well cook (not overcooked), taste nice to the palate with the right seasoning
Temperature Hot Food >63°C Hot Soup >71<85°C Cold Foods <8°C
Replenishment Speed Food are replenished promptly
Serving Equipment (e.g. Cutlery, napkins, trays) Clean, polished and stocked no less than 1/3
Food Label Present correctly with allergy notice
Food Display and Food Counter clean and free from food stains
Remarks

C. Food & Beverages - Beverage

Carbonated Soft Drinks available
Non-carbonated Drinks available
Draught / Canned Beer available
Juice available (bottled/can)
Wine Available on a package price for KLIA - PPL/PPF/Airline Lounges and displayed clearly
Coffee by Coffee Machine Semi-Auto / Fully-Auto Cappuccino, Latte, Espresso, Regular
Tea (At least 2 types) English, Peppermint, Jasmine, Green Tea, Earl Grey
Milk (At least 2 types) (Prepared On Request) Full cream, low fat and skimmed milk
Bottled Water (stilled water available)
Lemon Slice for water available upon request
Bar/Beverages counter Clean, beverages refilled, no spills
Presentation (Chiller Display) Logos facing the customers, Drinks neatly arranged. Beverages are served with right glassware and serving equipment; e.g. Ice bucket, thong, lemon slice bowl.
Expiry Date -randomly check 3 beverages items (can/bottled) expiry dates
Temperature Hot Beverages 65°C Cold Beverages <8°C Red Wine > 14°C <17°C White Wine <9°C <12°C Beer >7°C <9°C
Replenishment Speed All beverages (Self-Service) Within 10 minutes (Peak Hour) Within 20 minutes (Non-Peak Hour)
Serving Equipment (e.g. Cutlery, spoons, stirrers) Clean, polished and stocked no less than 1/3
Bar Clean, beverages refilled, no spills
Remarks

D. Ambiance & Facilities - Ambiance

Lighting Adequate, Comfortable, NO light bulb fused
Background Music (Provided by HK HQs) Available and Pleasing
Lounge Noise Level Tranquil, Relaxing
Seating Excellent privacy among seats
Heart of House Operations NOT Seen by Customers
Entrance (Clear signage for lounge access) Lounge Services (with price list), information opening hours
Wayfinding Signs (In-lounge) Clear signage directing guests to the area they would like to visit Conveniently Seen
Wi-fi Coverage Fully covered
Internet Speed Stable and Fast
Charging Stations Adequate & Conveniently located
Computer Stations Workable
Flight Information Display System (FIDS) 2 nos. for 200 sqm 3 nos. for 500 sqm 4 nos. for 1,000 sqm Fulfilled / Conveniently located
Children Play Area With play mats, TV, slide, adequate soft furniture (e.g. big bean cushion/chair) and soft toys
Nursery Room With amenities for baby changing and breast feeding (disposable wet towel, tissue paper, a comfy chair)
Prayer Room For Muslims with Koran, an arrow pointing to the direction of Mecca
Television International Sports Channel (At least 1; e.g. ESPN, Fox Sports, International News Channel) (At least 1; e.g. CNN, BBC)
Newspaper Local (At least 1 in English and 1 in local language) International (At least 1 in English)
Magazines Business (at least 2 titles) Travel (at least 2 titles) Lifestyle (at least 2 titles)
Sofa Seats Well maintained, comfortable
Other Seats Well maintained, comfortable
Furniture Well maintained
Lounge Cleanliness -floors, furniture, carpets, wall
Remarks

D. Ambiance & Facilities - Washroom & Shower Facilities

Washroom (Female/Male)
Paper towel / Hand Dryers, hand soap, hand lotion, dustbin conveniently located Not less than 1/3
Branded hand soap & hand lotion *ONLY APPLICABLE FOR PPF OUTLETS
Toilet Cubicle Amenities Toilet roll (Not less than ½) Sanitary dustbin (Auto) - only for Female Washroom
Cleanliness Toilet roll holder, toilet seat wiped, auto sanitary dustbin
Washroom have pleasant smell
Washroom area maintained: Clean, dry, not slippery; No defect items 20 mins interval
Washroom Checklist Updated & filled up accordingly
Remarks:

Shower Room Facilities

Amenities All (towel, hair & body wash, body lotion, shower cap, toothpaste, toothbrush, vanity pack, hair dryer, floor mat) Basics (Towel, bath gel, shampoo, conditioner, shower cap, toothpaste, toothbrush, hair dryer, floor mat)
Shaving Kit available *ONLY APPLICABLE FOR PPF OUTLETS
Water Pressure Adequate
Water Temperature Hot & Cold are available
Drainage system Good
Cleanliness - Shower Room -Walls, glass panels, floors free from stains, soap scums, NO moulds
Queue Time Scale – 4 – < 10 mins
Shower Facilities (Disabled) are well maintained, clean and well stocked
Remarks:

Final

Assessment End Time
Additional Remarks

PPG MAL_LOUNGE SERVICE QUALITY ASSESSMENT

Go digital today!

Convert your paper checklists into digital forms

Shower Room Facilities

Related checklists

PPG MAL_LOUNGE SERVICE QUALITY ASSESSMENT

Free PPG MAL_LOUNGE SERVICE QUALITY ASSESSMENT Checklist

Go digital today!

Convert your paper checklists into digital forms

Shower Room Facilities

Related checklists