LQA AUDIT Drink Service

DRN. 001 - Efficiency - Was the guest greeted or acknowledged within 1 minute upon entering the bar/lounge?

DRN. 002 - Efficiency - Did the employee offer to take the drinks order within 3 minutes of seating?

DRN. 003 - Service - Did the employee show good product knowledge when taking the order?

DRN. 004 - Sales Opportunity - Did the employee offer a choice of brand/variety when taking the drink order if there was an opportunity to do so?

DRN. 005 - Sales Opportunity - Did the employee offer the option to order food or supply a restaurant menu?

DRN. 006 - Efficiency - Was the correct drinks order served within 5 minutes of order (7 minutes for cocktails)?

DRN. 007 - Service - Was the correct order served to each guest without any prompting required?

DRN. 008 - Service - Were drinks served and cleared using a tray?

DRN. 009 - Service - Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of canned, bottled or mixed drinks (not applicable to cocktails)?

DRN. 010 - Service - If wine by the glass is ordered, did the waiter present the bottle to the guest and offer a sample before filling the glass accordingly?

DRN. 011 - Service - Did the waiter supply and place drinks/bottles on coaster (not required for stemware)?

DRN. 012 - Service - Were the drinks served in the correct, clean (unchipped) glassware with the appropriate fresh garnish and a stir stick/straw (if required)?

DRN. 013 - Service - Was the drink appropriately chilled (if applicable)?

DRN. 014 - Service - Did the waiter automatically offer a minimum of two varieties of snacks and in the case of shelled nuts or olives, was a pit bowl provided?

DRN. 015 - Food - Were the snacks fresh and of good quality?

DRN. 016 - Service - Were the snacks topped up as required?

DRN 017 - Service - Did the waiter supply serviettes with the snacks/drinks?

DRN. 018 - Efficiency - Were vacated tables promptly cleared?

DRN. 019 - Sales Opportunity - Did the waiter offer an additional drink within 2 minutes of glass being empty?

DRN. 020 - Efficiency- Was the bill clearly itemized and correct and was it promptly presented and collected?

DRN. 021 - Service - Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

DRN. 022 - Emotional Intelligence - Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?

DRN. 023 - Emotional Intelligence - Was the employee’s speech clear and use of English adequate to be fully understood?

DRN. 024 - Emotional Intelligence - Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

DRN. 025 - Emotional Intelligence - Did the employee use the guest's name naturally and discreetly without overusing it?

DRN. 026 - Emotional Intelligence - Did the employee display a high level of confidence when carrying out his/her duties?

DRN. 027 - Emotional Intelligence - Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?

DRN. 028 - Emotional Intelligence - Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (i.e. guest should not have to request service at any point)?

DRN. 029 - Emotional Intelligence - Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

DRN. 030 - Emotional Intelligence - Did an employee personalize the interaction in any way and engage the guest as an individual?

DRN. 031 - Emotional Intelligence - Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

DRN. 032 - Emotional Intelligence - Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

DRN. 033 - Emotional Intelligence - Did employees maintain alert postures and respect the guest's presence when interacting with each other?

DRN. 034 - Emotional Intelligence - Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

LTM. 038 - Product - Was the menu/wine list clean, in good repair, grammatically correct and easy to read?

LTM. 039 - Product - If special dietary requirements were provided at any point during stay, were they automatically acknowledged?

LTM. 040 - Food - Was the food presented in an appealing manner and did it directly resemble its description from the menu?

LTM. 041 - Food - Was the food fresh and of good flavor?

LTM. 042 - Food - Was the texture of the food appropriate?

LTM. 043 - Food - Was the food cooked as requested and served at the correct temperature?

LTM. 044 - Food - Were portions of acceptable/generous size?

LTM. 045 - Food - Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?

DRN. 035 - Product - Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)?

DRN. 036 - Product - Were all tables in the bar/lounge consistently laid up?

DRN. 037 - Product - If a bar list was provided, was it clean and in good repair, grammatically correct and easy to read?

Drinks Service - My primary emotion was: