LQA AUDIT Reception Check In

CHI. 001 - 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?

CHI. 002 - Efficiency - If a queue was present was the guest offered assistance within one minute of joining it?

CHI. 003 - Efficiency - Did complete check in take no more than 5 minutes from the time of joining the queue for a city hotel and 10 minutes for a resort property?

CHI. 004 - Efficiency - Was the room type, special requests (e.g. newspapers, bed preference, smoking preference), pre-arranged bookings and departure date reconfirmed and were all details correct?

CHI. 005 - Service - Did the employee offer a complimentary international/national newspaper (printed variety and/or advise availability of digital newspaper service (e.g. Pressreader App)) and if a newspaper was requested, was it subsequently received?

CHI. 006 - Efficiency - Was the room ready by the advertised check in time?

CHI. 007 - Service - If the room was not ready on arrival, did the employee offer the guest access to the hotel's facilities (e.g. luggage storage, restaurants, fitness center, spa, changing rooms, room charge facility, Wi-Fi, etc.) and was guest advised of estimated time that the room would be ready and kept informed accordingly (e.g. via mobile, in person) with the room provided by the estimated time?

CHI. 008 - Service - In the case of a first time guest, did the employee (receptionist, porter, butler) offer a brief orientation to the hotel by pointing out a minimum of two key hotel facilities (e.g. location of breakfast restaurant, fitness center, spa, business center, etc.)?

CHI. 009 - Service - Did the employee arrange porterage assistance?

CHI. 010 - Service - Did the employee escort the guest to the room (or offer to) and if this was done by a second employee, was that employee introduced to the guest?

CHI. 011 - If an escort to the room was not offered or declined, did the employee provide directions to the elevators and allocated room?

CHI. 012 - Service - Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

Any other comments

CHI. 013 - Emotional Intelligence - Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?

CHI. 014 - Emotional Intelligence - Was the employee’s speech clear and use of English adequate to be fully understood?

CHI. 015 - Emotional Intelligence - Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

CHI. 016 - Emotional Intelligence - Did the employee use the guest's name naturally and discreetly without overusing it?

CHI. 017 - Emotional Intelligence - Did the employee display a high level of confidence when carrying out his/her duties?

CHI. 018 - Emotional Intelligence - Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?

CHI. 019 - 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)?

CHI. 020 - Emotional Intelligence - Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

CHI. 021 - Emotional Intelligence - Did an employee personalize the interaction in any way and engage the guest as an individual?

CHI. 022 - Emotional Intelligence - Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

CHI. 023 - 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)?

CHI. 024 - Emotional Intelligence - Did employees maintain alert postures and respect the guest's presence when interacting with each other?

CHI. 025 - Emotional Intelligence - Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

Reception Check In - My primary emotion was: