LQA AUDIT Lightmeals Sections

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

LTM. 002 - Service - In the case of a single diner, was a newspaper/reading material offered (applicable to all day dining venues only)?

LTM. 003 - Efficiency - Did the employee present a menu (if applicable) and offer to take the food and beverage order within 5 minutes of seating?

LTM. 004 - Service - Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.) and/or any items that were not available?

LTM. 005 - Service - Was the waiter able to answer any questions with regard to the menu and its ingredients?

LTM. 006 - Service - Did the employee accommodate any reasonable off menu requests?

LTM. 007 - Efficiency - Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments, etc.)?

LTM. 008 - Efficiency - Was the correct drinks order served within 5 minutes of order?

LTM. 009 - Service - Were drinks served and cleared using a tray?

LTM. 010 - 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)?

LTM. 011 - Efficiency - Was the correct order served within 15 minutes of order unless the employee informed the agent of an expected delay (i.e. due to longer preparation times)?

LTM. 012 - Service - Was the correct order served to each guest without any prompting required?

LTM. 013 - Service - Were all plated items served with as little disruption to the guest as possible?

LTM. 014 - Service - Were all appropriate condiments/sauces offered and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)?

LTM. 015 - Sales Opportunity - Did the waiter offer an additional beverage within 2 minutes of drink being empty?

LTM. 016 - Efficiency - Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal?

LTM. 017 - Sales Opportunity - Did the waiter automatically offer desserts, either verbally or by presenting the menu?

LTM. 018 - Efficiency - Was dessert served within 10 minutes of order being taken?

LTM. 019 - Sales Opportunity - Did the waiter automatically offer coffee/tea and clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.)?

LTM. 020 - Efficiency - Was the coffee/tea served within 5 minutes of order?

LTM. 021 - Product - Were milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea?

LTM. 022 - Service - Did an employee visit the table to ascertain at any point if service was satisfactory?

LTM. 023 - Efficiency - Was the bill clearly itemized and correct and was it promptly presented and collected?

LTM. 024 - Service - Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

LTM. 025 - Emotional Intelligence - Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?

LTM. 026 - Emotional Intelligence - Was the employee’s speech clear and use of English adequate to be fully understood?

LTM. 027 - Emotional Intelligence - Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

LTM. 028 - Emotional Intelligence - Did the employee use the guest's name naturally and discreetly without overusing it?

LTM. 029 - Emotional Intelligence - Did the employee display a high level of confidence when carrying out his/her duties?

LTM. 030 - Emotional Intelligence - Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?

LTM. 031 - 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)?

LTM. 032 - Emotional Intelligence - Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

LTM. 033 - Emotional Intelligence - Did an employee personalize the interaction in any way and engage the guest as an individual?

LTM. 034 - Emotional Intelligence - Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

LTM. 035 - 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)?

LTM. 036 - Emotional Intelligence - Did employees maintain alert postures and respect the guest's presence when interacting with each other?

LTM. 037 - 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?

LTM. 046 - 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)?

LTM. 047 - Product - Were all tables in the lounge consistently laid up?

LTM. 048 - Product - Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?

LTM. 049 - Product - Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?

LTM. 050 - Product - Were salt and pepper cruets available and if so were they clean and full?

Light Meals - My primary emotion was: