LQA Check out 2020

• Conducted on

  Date

• Prepared by

• Location

  Emeline

  Marion

  Talissa

  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 out take no more than 5 minutes from the time of joining the queue?

  Yes

  No

  N/A

• Did the employee provide an opportunity for the guest to verify charges (e.g. print folio, verbally advise, display on screen)?

  Yes

  No

  N/A

• Was the bill clearly itemized, grammatically correct, accurate, complete and free of any unexpected charges (e.g. charges that the guest was not made aware of)?

  Yes

  No

  N/A

• If there were any incorrect charges on the folio that were brought to the employee's attention, were they quickly and discreetly removed?

  Yes

  No

  N/A

• Did the employee clarify the method of payment and then complete the transaction in a quick and efficient manner?

  Yes

  No

  N/A

• Was the folio either presented to the guest neatly in a billfold/envelope or did the employee offer to email the folio?

  Yes

  No

  N/A

• Did the employee offer assistance with luggage and onward transport or reconfirm any pre-arranged transport?

  Yes

  No

  N/A

• Did the employee ask at any point if the guest had enjoyed their stay?

  Yes

  No

  N/A

• Did the employee show appreciation (e.g. thank guest) for the guest's business and extend an invitation to return?

  Yes

  No

  N/A

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

  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?

  Yes

  No

  N/A

• 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)?

  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