LQA 2020 PORTER/DOORMAN DEPARTURE

• Conducted on

  Date

• Prepared by

• Location
  Address

PORTER'S DEPARTURE - STANDARDS:

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

  Yes

  No

  N/A

• Was luggage collected from the room within 8 minutes of request for an urban hotel and 15 minutes for a resort hotel or within 5 minutes of pre-requested time?

  Yes

  No

  N/A

• 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 entering the room?

  Yes

  No

  N/A

• Did the employee offer to retrieve the guest's car, arrange onward transportation or confirm pre-arranged transportation?

  Yes

  No

  N/A

• Did the employee confirm the number of pieces to be collected or arrive to the room with a trolley?

  Yes

  No

  N/A

• Was the guest's luggage attended to at all times in public areas, once in the care of an employee?

  Yes

  No

  N/A

DOORMAN DEPARTURE - FUNCTIONAL STANDARDS

• Did the employee pack the guest's luggage into the transport and confirm the number of luggage pieces at the point of departure?

  Yes

  No

  N/A

• Did the employee offer car door assistance?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• 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