LQA Check In 2020

• Conducted on

  Date

• Prepared by

• Name on the person

  Emeline

  Marion

  Telissa

  Vincent

  Pierre

Standard

• 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?

  Yes

  No

  N/A

• 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?

  Yes

  No

  N/A

• 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?

  Yes

  No

  N/A

• Was the room ready by the advertised check in time?

  Yes

  No

  N/A

• 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?

  Yes

  No

  N/A

• 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.)?

  Yes

  No

  N/A

• Did the employee arrange porterage assistance?

  Yes

  No

  N/A

• 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?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

  Yes

  No

  N/A

Behavioural standards

• Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?

  Yes

  No

  N/A

• Was the employee’s speech clear and use of English adequate to be fully understood?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did the employee use the guest's name naturally and discreetly without overusing it

  Yes

  No

  N/A

• Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other the hotel facilities or immediately offer to find out the information required?

  Yes

  No

  N/A

• Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?

  Yes

  No

  N/A

• Did the employee adapt to a changing situation and/or guest's need'?

  Yes

  No

  N/A

• Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

  Yes

  No

  N/A

• Did an employee personalize the interaction in any way and engage the guest as an individual?

  Yes

  No

  N/A

• Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did employees maintain alert postures and respect the guest's presence when interacting with each other?

  Yes

  No

  N/A

• Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

  Yes

  No

  N/A