LQA 2023 - Food and Beverage - In-Room Dining EN

01 - Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting, or<br>in the case of digital communication, responded to within 3 minutes? (Efficiency)

02 - 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? (Efficiency)

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

04 - Was the employee able to answer any questions with regard to the menu, its ingredients and allergies, where applicable? (Service)

05 - Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)? (Efficiency)

06 - If special dietary requirements were provided at any point during stay, were they automatically acknowledged? (Service)

07 - Did the employee accommodate any reasonable off menu requests?

08 - If a hot or cold dessert was ordered, did the employee offer the guest the option of serving it upon completion of the main course? (Service)

09 - Did the employee ascertain the number of people dining? (Efficiency)

10 - Did the employee repeat the order either during or at the end of the call? (Efficiency)

11 - Did the employee advise delivery time? (Service)

12 - In the case of digital orders (e.g. tablet, via television, etc.) was the facility easy to use and was the correct order delivered on time? (Efficiency)

13 - Did the order taker suggest a starter and/or side order that was appropriate to the order? (Sales Opportunity)

14 - Did the order taker offer beverages (e.g. wine, beer, soft drink, coffee, etc.) with the meal? (Sales Opportunity)

15 - Was local mineral water or hotel filtered bottled water promoted? (Sustainability)

16 - Did the order taker suggest dessert with the meal? (Sales Opportunity)

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

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

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

56 - 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?

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

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

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

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

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

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

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

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