LQA AUDIT Guest Services / Concierge

CON. 001 - Efficiency - Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?

CON. 002 - Efficiency - 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?

CON. 003 - Efficiency - 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?

CON. 004 - Efficiency - If a queue was present was the guest offered assistance within one minute of joining it?

CON. 005 - Efficiency - Did the employee ask questions to fully understand the guest's needs?

CON. 006 - Efficiency - Did the employee display first-hand knowledge and local expertise by offering suitable and thorough recommendations based on the information provided?

CON. 007 - Efficiency - 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.)?

CON 008 - Efficiency - 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?

CON. 009 - Service - Did the employee offer accurate directions and/or transport options with a complimentary map or suitable alternative (e.g. mobile app) of surrounding area?

CON. 010 - Efficiency - Were all requested items delivered within 15 minutes?

CON. 011 - Efficiency - Were all pre-stay enquiries/emails responded to within 24 hours and was a full response received for all requests?

CON. 012 - Service - Were all confirmations and information provided professionally presented on hotel paper or delivered electronically?

CON. 013 - Service - Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

CON. 014 - Emotional Intelligence - Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?

CON. 015 - Emotional Intelligence - Was the employee’s speech clear and use of English adequate to be fully understood?

CON. 016 - Emotional Intelligence - Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

CON. 017 - Emotional Intelligence - Did the employee use the guest's name naturally and discreetly without overusing it?

CON. 018 - Emotional Intelligence - Did the employee display a high level of confidence when carrying out his/her duties?

CON. 019 - Emotional Intelligence - Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?

CON. 020 - 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)?

CON. 021 - Emotional Intelligence - Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

CON. 022 - Emotional Intelligence - Did an employee personalize the interaction in any way and engage the guest as an individual?

CON. 023 - Emotional Intelligence - Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

CON. 024 - 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)?

CON. 025 - Emotional Intelligence - Did employees maintain alert postures and respect the guest's presence when interacting with each other?

CON. 026 - Emotional Intelligence - Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

Guest Services/Concierge - My primary emotion was: