LQA AUDIT Porter Doorman Departure

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

DEP. 002 - Efficiency - 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?

DEP. 003 - Service - If there is a delay in luggage collection was the guest informed of the delay and given an estimated new collection time?

DEP. 004 - Service - 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?

DEP. 005 - Service - Did the employee offer to retrieve the guest's car or arrange onward transportation?

DEP. 006 - Service - Did the employee confirm the number of pieces to be collected or arrive to the room with a trolley?

DEP. 007 - Efficiency - Was the luggage service organized and seamless with the guest not having to identify or prompt for his/her baggage at any time?

DEP. 008 - Service - Did the employee pack the guest's luggage into the transport and confirm the number of luggage pieces at the point of departure?

DEP. 009 - Service - Did the employee offer car door assistance?

DEP. 010 - Service - Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

DEP. 011 - Emotional Intelligence - Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?

DEP. 012 - Emotional Intelligence - Was the employee’s speech clear and use of English adequate to be fully understood?

DEP. 013 - Emotional Intelligence - Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

DEP. 014 - Emotional Intelligence - Did the employee use the guest's name naturally and discreetly without overusing it?

DEP. 015 - Emotional Intelligence - Did the employee display a high level of confidence when carrying out his/her duties?

DEP. 016 - Emotional Intelligence - Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?

DEP. 017 - 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)?

DEP. 018 - Emotional Intelligence - Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

DEP. 019 - Emotional Intelligence - Did an employee personalize the interaction in any way and engage the caller as an individual?

DEP. 020 - Emotional Intelligence - Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

DEP. 021 - 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)?

DEP. 022 - Emotional Intelligence - Did employees maintain alert postures and respect the guest's presence when interacting with each other?

DEP. 023 - Emotional Intelligence - Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

Porter Doorman Departure - My primary emotion was: