LQA UPSCALE NARRATIVES 2023

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Site conducted
Date and Time
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Location

LQA UPSCALE NARRATIVES 2023

RESERVATIONS

Reservation
1. Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?
2. If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30 seconds or was the caller offered a call back option?
3. Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction)?
4. Did the employee obtain the guest's name and clarify spelling where required?
5. Did the employee clarify if the caller had stayed before?
1. Did the employee clarify the purpose of visit (i.e. celebration, business, etc.)?
2. Were a minimum of two room types and two room rates offered?
6. Did the employee attempt to 'right sell' (i.e. offer rooms suitable to the individual guest's needs) by offering a higher room category and/ or package and highlighting its benefts (e.g. size, view, amenities, etc.) and if the requested dates were unavailable were alternative dates/properties offered?
7. Did the employee clearly state the room rate and what it included/ excluded (i.e. any additional fees)?
8. If the caller was offered the option to join a loyalty club/marketing mailing list, was the guest's choice adhered to?
9. Did the employee obtain the caller's telephone number?
10. Did the employee obtain the caller's e-mail address?
11. Did the employee advise on payment options and explain payment terms?
12. Did the employee explain the cancellation policy and if applicable, the deposit policy?
13. Did the employee ascertain the expected time of arrival and advise the check in time (in the case where the guest was an early arrival)?
14. Did the employee clarify if the guest had any personal preferences (e.g. bed preference, smoking preference)?
15. Did the employee repeat and confirm all details of the reservation during or at the end of the call (i.e. dates of the stay, room type, rate)?
16. Did the employee offer a reservation number or booking reference?
17. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
Confrmation
3. Did the employee offer to send a confirmation and was it received within two hours of the call (i.e. if call was made during the hotel's business hours)?
4. Did the confirmation show the hotel/group logo and reservations/ hotel contact number and was all information within the confirmation correct?
Emotional Intelligence
5. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
6. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
18. Did the employee use the caller's name naturally and discreetly without overusing it?
19. 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 the other hotel facilities or immediately offer to find out the information required?
20. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
21. Did the employee adapt to a changing situation and/or guest's need?
22. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
23. Did an employee personalize the interaction in any way and engage the caller as an individual?
24. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
25. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
26. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
RESERVATIONS- PRIMARY EMOTION
My primary emotion was:
- Exceptional emotional experience
- Positive emotional experience
- Sufficient emotional experience
- Dissatisfied with emotional engagement
- Extremely dissatisfied with emotional engagement

CHECK IN

Check In
1. Was the guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 1 minute of approaching the desk and offered assistance within 2 minutes?
1. If the guest was not acknowledged or offered assistance within the defined times, was an apology extended?
2. Was paperless check in provided (e.g. at reception or via brand app), where legally available?
2. Did complete registration process take no more than 10 minutes from the time of joining the queue for a city hotel and 15 minutes for a resort property?
3. Was the room type, special requests (e.g. newspapers, bed preference, smoking preference) and departure date reconfirmed and were all details correct?
4. Was the room ready by the advertised check in time?
5. 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, room charge facility, Wi-Fi, etc.)?
6. In the case of a first time guest, did the employee (receptionist or porter) 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, business center, etc.)?
7. Did the employee offer luggage assistance?
3. Did the employee offer to escort the guest to the room or provide directions to the elevators and allocated room?
8. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
Emotional Intelligence
4.Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
5. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
6. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
9. Did the employee use the guest's name naturally and discreetly without overusing it?
10. 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 the other hotel facilities or immediately offer to find out the information required?
11. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
12. Did the employee adapt to a changing situation and/or guest's need?
13. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
14. Did an employee personalize the interaction in any way and engage the guest as an individual?
15. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
16. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
17. Did employees maintain alert postures and respect the guest's presence when interacting with each other?
18. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
CHECK IN- PRIMARY EMOTION
My primary emotion was:
- Exceptional emotional experience
- Positive emotional experience
- Sufficient emotional experience
- Dissatisfied with emotional engagement
- Extremely dissatisfied with emotional engagement

CHECK OUT

CHECK OUT
1. Was the guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 1 minute of approaching the desk and offered assistance within 2 minutes?
2. Did complete check out take no more than 10 minutes from the time of joining the queue?
3. Did the employee provide an opportunity for the guest to verify charges (e.g. print folio, verbally advise, display on screen)?
4. 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)?
5. If there were any incorrect charges on the folio, was the back-up documentation readily available and were any incorrect charges quickly and discreetly removed?
6. Did the employee clarify the method of payment and then complete the transaction in a quick and efficient manner?
1. Was a paperless check out provided (e.g. at reception or via brand app), where legally available and was a copy of the bill offered via email in preference to a paper bill?
2. If the folio was offered via email was it delivered the same day?
7. Did the employee offer luggage assistance?
8. Did the employee ask at any point if the guest had enjoyed their stay?
3. Did the employee show appreciation (e.g. thank guest) for the guest's business and was an invitation to return extended to the guest prior to their departure from the hotel?
9. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
Emotional Intelligence
4. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
5. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
6. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
10. Did the employee use the guest's name naturally and discreetly without overusing it?
11. 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 the other hotel facilities or immediately offer to find out the information required?
12. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
13. Did the employee adapt to a changing situation and/or guest's need?
14. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
15. Did an employee personalize the interaction in any way and engage the guest as an individual?
16. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
17. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
18. Did employees maintain alert postures and respect the guest's presence when interacting with each other?
19. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
CHECK OUT- PRIMARY EMOTION
My primary emotion was:
- Exceptional emotional experience
- Positive emotional experience
- Sufficient emotional experience
- Dissatisfied with emotional engagement
- Extremely dissatisfied with emotional engagement

PORTER/DOORMAN - ARRIVAL

Doorman Arrival
1. Was assistance with luggage offered at any time during arrival?
Porter Arrival
2. Was the correct luggage either present in the room on arrival or delivered within 10 minutes of the guest's arrival to the room for an urban hotel and 15 minutes for a resort hotel?
3. 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 asking to enter the room?
4. Did the employee offer to place the luggage on to the luggage rack/ bench in the correct position (i.e. zipper facing the guest) and if a rack was not available did the employee offer to get one?
5. In the case of a first time guest, did the employee (receptionist, porter, butler) offer (i.e. not automatically provide) the option of a brief orientation to the room by pointing out a minimum of two unique/relevant features (e.g. location of safe if hidden, complex technical features, etc.)?
6. Did the employee (receptionist or porter) offer any additional service before departing?
7. In the case where the guest had to wait for his room, was the luggage placed into the room prior to his/her arrival?
8. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
Emotional Intelligence
1. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
2. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
3. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
9. Did the employee use the guest's name naturally and discreetly without overusing it?
10. 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 the other hotel facilities or immediately offer to find out the information required?
11. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
12. Did the employee adapt to a changing situation and/or guest's need?
13. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
14. Did an employee personalize the interaction in any way and engage the guest as an individual?
15. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
16. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
17. Did employees maintain alert postures and respect the guest's presence when interacting with each other?
18. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
PORTER/DOORMAN - ARRIVAL- PRIMARY EMOTION
My primary emotion was:
- Exceptional emotional experience
- Positive emotional experience
- Sufficient emotional experience
- Dissatisfied with emotional engagement
- Extremely dissatisfied with emotional engagement

PORTER/DOORMAN - DEPARTURE

Porter Departure
1. Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?
2. 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?
3. 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 asking to enter the room?
4. Did the employee offer to retrieve the guest's car, arrange onward transportation or confirm pre-arranged transportation?
5. Did the employee confirm the number of pieces to be collected or arrive to the room with a trolley?
6. Was the guest's luggage attended to at all times in public areas, once in the care of an employee?
Emotional Intelligence
1. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
2. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
3. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
7. Did the employee use the guest's name naturally and discreetly without overusing it?
8. 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 the other hotel facilities or immediately offer to find out the information required?
9. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
10. Did the employee adapt to a changing situation and/or guest's need?
11. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
12. Did an employee personalize the interaction in any way and engage the guest as an individual?
13. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
14. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
15. Did employees maintain alert postures and respect the guest's presence when interacting with each other?
16. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
PORTER/DOORMAN - DEPARTURE- PRIMARY EMOTION
My primary emotion was:
- Exceptional emotional experience
- Positive emotional experience
- Sufficient emotional experience
- Dissatisfied with emotional engagement
- Extremely dissatisfied with emotional engagement

LQA UPSCALE NARRATIVES 2023

GUEST SERVICES/CONCIERGE

Guest Services/Concierge
1. Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?
2. If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30 seconds or was the caller offered a call back option?
3. Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction)?
4. Was the guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 1 minute of approaching the desk and offered assistance within 2 minutes?
1. Did the employee ask questions to fully understand the guest's needs (i.e. specific interests, available time, etc.)?
5. Did the employee display first-hand knowledge and local expertise by offering suitable and thorough recommendations based on the information provided?
2. If a restaurant recommendation was requested, did the employee ascertain the type/style of restaurant preferred (e.g. casual, formal etc.) and then offer an appropriate choice of options?
6. When asked for recommendations on services/dining options and the services/dining options were available on property, did the employee promote the hotel's services/outlets first before suggesting outside alternatives?
7. If there was an opportunity to do so, did the employee follow up on the suggestions/recommendations provided to ensure the guest's complete satisfaction?
8. Did the employee offer accurate directions and/or transport options via a digital solution or complimentary map of surrounding area along with information pertaining to expected travel time?
3. Were green mobility/travel options promoted by the hotel at the destination (i.e. cycling, walking, public transport)?
9. With room deliveries, 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?
10. Were all requested in-house items delivered within 10 minutes for an urban hotel and 15 minutes for a resort hotel, and were items presented in a luxurious manner (i.e. on a tray, wrapped in a linen cloth, etc.)?
11. Were all pre-stay enquiries/emails responded to within 12 hours and was a full response received for all requests?
4. Were all confirmations and information provided digitally as a priority, and if required, professionally presented on hotel paper?
12. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
Emotional Intelligence
5. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
6. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
7. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
13. Did the employee use the guest's name naturally and discreetly without overusing it?
14. 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 the other hotel facilities or immediately offer to find out the information required?
15. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
16. Did the employee adapt to a changing situation and/or guest's need?
17. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
18. Did an employee personalize the interaction in any way and engage the guest as an individual?
19. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
20. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
21. Did employees maintain alert postures and respect the guest's presence when interacting with each other?
22. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
GUEST SERVICES/CONCIERGE- PRIMARY EMOTION
My primary emotion was:
- Exceptional emotional experience
- Positive emotional experience
- Sufficient emotional experience
- Dissatisfied with emotional engagement
- Extremely dissatisfied with emotional engagement

HOUSEKEEPING ARRIVAL

Bedroom
1. Were the carpet/tiles/wood flooring clean and free of stains/dust?
2. Were all walls, doors, baseboards clean and free of marks/dirt/smudges/dust?
3. Were ceilings, vents, smoke detectors and sprinklers clean and free of any dust?
1. Was the room at a comfortable temperature on arrival?
2. Was the room free of odor on arrival?
4. Was the bed neatly made with clean linen, which was free of stains and tears and was the bed valance/skirting (if applicable) clean and neatly arranged?
5. Was the headboard in good condition and if applicable, were the bedspread/blankets/scatter cushions/bolsters clean?
6. Was all upholstered furniture clean and free of stains?
7. Were all the furniture surfaces clean and dust/smear free?
8. Were all the picture/door/mirror frames clean and dust free?
9. Were all the windows/mirrors/chrome/metal surfaces clean and free of smears?
10. Were the curtains/voiles/shutters/blinds clean and properly fitted?
11. Was the wastepaper bin clean and in good condition?
12. Was a notepad, pen/pencil available next to a telephone in the room?
13. Was all in room collateral clean and in good condition?
14. Were the wardrobes/drawers clean and free of any scuffs, dust or debris?
15. Was the television clean and correctly tuned in?
16. If there were clocks in the room did they all display the correct time and were they synchronized within 2 minutes of each other and were all alarm clocks reset to no alarm?
17. Were all light fixtures in the bathroom and bedroom working properly and were they clean and dust free?
18. Was the balcony clean, swept and all balcony furniture clean and set up (weather permitting)?
3. Was all water provided in the room, in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)?
4. Were all in-room amenities (tea/coffee making, in-room bar, etc.) clean and neatly arranged?
Bathroom
19. Was the bathroom completely mold free?
20. Were the floor, walls, doors and ceiling clean?
21. Were the shower, bath, sink and toilet clean?
22. Were the showerhead and bath/sink taps polished and free of lime scale?
23. Was the shower screen/door clean?
24. Were all counters, shelves and soap dishes clean and dry?
25. Was the wastepaper bin clean and in good condition?
5. Was a complete set of unused amenities present on arrival and in the case of large format dispensers, were contents sufficient for the stay?
6. Was there a box of tissues, a well presented toilet roll and a spare toilet roll available?
26. Were there 2 x clean drinking water glasses or similar present?
27. Were all towels clean, unstained and in good repair?
7. Were bathrobes and slippers present on arrival and were they clean and in excellent repair?

SERVICING

Bedroom
1. Was servicing completed by 15h00 each day or within 2 hours of hanging/activating the 'service room' sign/light?
2. 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 asking to enter the room?
3. If a 'privacy' sign/light was present was a calling card/door knob card left under/on the door or a silent message left on the telephone?
4. If the employee was encountered was he/she well presented and did they greet the guest with a smile?
5. If guest was present in the room during turndown/servicing, did the employee arrange to return at a later convenient time when the guest was out of the room?
6. Was the carpet/tiles/wood flooring freshly vacuumed/mopped and free of any debris?
7.Was the bed neatly made and were the bedspread/throw and decorative cushions replaced?
8. Did the employee open the blackout curtains fully and neatly with sheer curtains opened or closed depending on the heat/temperature?
9. Did the employee empty the waste bins and ashtrays?
10. Were the guest's clothes tidied and his/her shoes paired, with all items left in view?
1. Was the stationery/amenities replenished where required (i.e. when all of one type of stationery was missing)?
11. Were any used glasses or room service soiled plates and cutlery removed from room and replaced (where required)?
12. Were any used laundry bags/lists replaced (if all bags/lists were removed)?
13. Were any blown light bulbs replaced?
2. Were the corridors kept clear of housekeeping service trolleys?
Bathroom
3. Did the hotel offer an environmental opt-out option as a default for not changing the sheets/towels daily (i.e. sheets/towels not changed daily unless requested)?
4. Did the employee adhere to the guest's chosen environmental option?
5. If the guest chose to have the used towels/sheets replaced were any used towels/sheets replaced with clean ones and were they in excellent condition?
6. Were all empty or almost empty amenities restocked with partially used items left in place?
14. Were the shower/bath/sink/toilet and floor wiped clean?
15. Were all bath/shower and sink controls polished and was bathroom counter clean, dry and free of any debris?
16. Were all mirrors clean and free of smears and was the shower curtain/door clean?
17. Were the bathroom water glasses cleaned and/or replaced?
7. Did the employee tidy the guest's personal toiletries (i.e. replace lids and neatly arrange) and leave them in view?

LAUNDRY

Collection
1. Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?
2. Was the laundry/pressing collected within 15 minutes of request for urban hotels and resort hotels?
3. 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 asking to enter the room?
Delivery and Presentation
4. Was all the laundry/pressing delivered within specified time?
5. If laundry delivery was requested, was it delivered to the room within 15 minutes of the request?
6. If a 'privacy' sign/light was present was a calling card/door knob card left under/on the door or a silent message left on the telephone?
7. Were all collected items returned and if so were they returned as requested (i.e. folded, on a hanger, etc.)?
8. Were all laundry items appropriately cleaned, pressed and free of odor?
9. Were any personal items left in clothes (e.g. money, business cards, etc.) returned and was the guest informed verbally or in writing?
10. Were all hanging garments returned on good quality hangers (i.e. not wire)?
11. Were the garments free of any staples, pins or laundry tags?
Emotional Intelligence
1. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
2. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
3. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
12. Did the employee use the guest's name naturally and discreetly without overusing it?
13. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
14. Did the employee actively listen, avoid interrupting and give the caller their undivided attention (i.e. the guest should not have to repeat themselves)?
15. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

LQA UPSCALE NARRATIVES 2023

BREAKFAST

Arrival/Seating
1. Was the guest greeted and seated at a fully laid table within 2 minutes of their arrival and if the restaurant was full, was the guest advised how long it would be and was this timeframe adhered to?
2. If the guest was kept waiting did the employee acknowledge this and apologize for the delay?
3. Did employees offer seating assistance and present the menu (if applicable)?
4. In the case of a buffet, did the employee offer an orientation to the breakfast procedure on the guest's first visit to the restaurant (i.e. guests should help themselves to the buffet)?
Service
5. Did the waiter offer coffee/tea within 2 minutes of seating?
6. Was the guest's coffee/tea preference ascertained (i.e. English breakfast, Americano, etc.), if not known?
1. Was coffee/tea/juice served within 6 minutes of order (9 minutes for freshly blended juices)?
2. Were drinks served and cleared using a tray?
7. Was the employee able to answer any questions with regard to the menu, its ingredients and allergies, where applicable?
8. Did the employee accommodate any reasonable off menu requests?
9. Did the employee obtain a full and complete order (i.e. cooking instructions, toast preference, accompaniments etc.)?
10. Was the correct and complete breakfast order served within 10 minutes of order for hot or cold breakfast, unless the employee informed the agent of an expected delay (i.e. due to longer preparation times)?
3. Were all plated items served with as little disruption to the guest as possible and with the correct order served to each guest without any prompting required?
11. Did the waiter ascertain if the guest required any condiments?
12. Did the employee replace cutlery as required?
13. Were dishes cleared within 6 minutes of guests fnishing their meals or as required during the meal?
14. Was coffee/tea/juice replenished as required?
15. Did an employee visit the table to ascertain at any point if service was satisfactory?
4. Was the bill clearly itemized and correct and was it promptly presented during the meal or within 5 minutes of request (n/a if included in room rate) in a clean billfold (or similar) that was in good condition?
16. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
Buffet (If Applicable)
17. Was the buffet clean, attractively presented, well laid out and the food sufficiently covered (i.e. in the case of outdoor venues)?
18. Did the buffet include a local or seasonal specialty?
19. Was an 'a la minute' option available on the buffet for egg dishes or advertised on the menu?
5. Were any unidentifiable food or beverage items clearly labelled and did they indicate allergens where required (i.e. dairy, nuts, gluten, etc.), were the labels clean and consistent in appearance?
20. Were all dishes replenished as required?
21. Were the appropriate crockery, service utensils and glassware available?
22. Was a chef present behind the buffet at all times (where a working station was present)?
23. In the case of hot foods did the chef present a clean warm plate?
Menu and Food
6. Was the menu clean, in good repair, grammatically correct and easy to read?
7. Were at least two starters, two main courses and one dessert available from the following options: vegan, gluten-free and lactose-free (on the menu/buffet or advised by an employee)?
24. Was the food presented in an appealing manner and did it directly resemble its description from the menu?
25. Was the food fresh and of good favor?
26. Was the texture of the food appropriate?
27. Was the food cooked as requested and served at the correct temperature?
8. Was the option of locally sourced/sustainably certified fish stated on the menu or advised by an employee?
9. Was locally sourced food available and stated on the menu or advised by the employee (regionally sourced acceptable for remote regions)?
10. Was at least one fresh juice available?
28. Were breads/bakery items of excellent quality?
29. Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?
11. Were tea and coffee locally sourced/sustainably certifed and stated on the menu or advised by the employee?
Table Layout/Restaurant
30. Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)?
31. Were all tables in the restaurant consistently laid up and promptly cleared and re-laid when guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)?
32. Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?
33. Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?
12. Were all food and beverages free of single-use plastic?
13. Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)?
34. Were salt and pepper cruets available and if so were they clean and full?
35. Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) offered with the coffee/tea (n/a for green tea/ herbal teas)?
36. Was there a minimum of three different preserves available on the table or at the buffet (honey is acceptable)?
Emotional Intelligence
14. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
15. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
16. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
37. Did the employee use the guest's name naturally and discreetly without overusing it?
38. 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 the other hotel facilities or immediately offer to find out the information required?
39. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
40. Did the employee adapt to a changing situation and/or guest's need?
41. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
42. Did an employee personalize the interaction in any way and engage the guest as an individual?
43. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
44. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
45. Did employees maintain alert postures and respect the guest's presence when interacting with each other?
46. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
BREAKFAST- PRIMARY EMOTION
My primary emotion was:
- Exceptional emotional experience
- Positive emotional experience
- Sufficient emotional experience
- Dissatisfied with emotional engagement
- Extremely dissatisfied with emotional engagement

RESTAURANT

1. Was the guest greeted and seated at a fully laid table within 2 minutes of their arrival and if the restaurant was full, was the guest advised how long it would be and was this timeframe adhered to?
2. If the guest was kept waiting did the employee acknowledge this and apologize for the delay?
3. Did the employee offer seating assistance and present the menu/wine list within 5 minutes of being seated?
4. Did an employee greet the guest within 3 minutes of seating?
5. Did the employee explain any specials of the day where applicable (i.e. soup, fsh, etc.), set priced menus and/or any items that were not available?
6. Did the waiter automatically offer water with the meal?
7. Was the food and beverage order taken within 10 minutes of menu being offered?
8. Was the employee able to answer any questions with regard to the menu, its ingredients and allergies, where applicable?
9. Did the employee accommodate any reasonable off menu requests?
10. Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?
11. Did the waiter automatically suggest a starter and side orders (if applicable) for each guest?
1. Were bread/rolls or specialty cuisine equivalent (i.e. prawn crackers) served, where applicable and were they of good quality?
12. Did the employee have good product knowledge with regard to the wines/beverages?
2. Was the correct drinks order served within 6 minutes of order (9 minutes for cocktails) unless advised of a delay?
13. Were drinks served and cleared using a tray?
14. Was the starter served within 15 minutes of order unless the employee advised of an expected delay due to preparation times?
15. Was the main course served within 20 minutes of starter being removed or within 30 minutes if no starter was ordered, unless the employee informed the agent of an expected delay?
3. Were all plated items served with as little disruption to the guest as possible and with the correct order served to each guest without any prompting required?
16. Were all appropriate condiments offered?
17. Were dishes cleared within 6 minutes of guests finishing their meals or as required during the meal?
18. Did the waiter remove side plate, side knife, butter and cruets on completion of the main course in the case of a formal restaurant?
19. Did the waiter automatically offer desserts, either verbally or by presenting the menu?
20. Was the dessert served within 10 minutes of the order being taken unless the employee informed the guest of an expected delay?
21. Did the waiter automatically offer coffee/tea and clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.) or equivalent if specialty cuisine (i.e. green tea)?
4. Was the coffee/tea served within 6 minutes of order?
5. Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) offered with the coffee/tea (n/a for green tea/herbal teas) and was it accompanied by a sweet (e.g. cookie, petit four, etc.)?
22. Did an employee visit the table to ascertain at any point if service was satisfactory?
6. Was the bill clearly itemized and correct and was it promptly presented during the meal or within 5 minutes of request in a clean billfold (or similar) that was in good condition?
23. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
Wine/Beverage service:
7. Did the waiter present the wine to the guest and open the bottle at the table (n/a for Enomatic wine system, or similar, by the glass)?
24. Was red wine served at room/appropriate temperature and white/rosé wine chilled?
25. Did the waiter top up the glass as required?
26. Did the waiter offer an additional beverage within 2 minutes of drink being empty?
Menu and Food
27. Was the menu/wine list clean, in good repair, grammatically correct and easy to read?
8. Were at least two starters, two main courses and one dessert available from the following options: vegan, gluten-free and lactose-free (on the menu/buffet or advised by an employee)?
28. Was the food presented in an appealing manner and did it directly resemble its description from the menu?
29. Was the food fresh and of good favor?
30. Was the texture of the food appropriate?
31. Was the food cooked as requested and served at the correct temperature?
9. Was the option of locally sourced/sustainably certifed fsh stated on the menu or advised by an employee?
10. Was locally sourced food available and stated on the menu or advised by the employee (regionally sourced acceptable for remote regions)?
32. Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?
11. Were tea and coffee locally sourced/sustainably certifed and stated on the menu or advised by the employee?
Table Layout/Restaurant
33. Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)?
34. Were all tables in the restaurant consistently laid up and promptly cleared and re-laid when guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)?
35. Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?
36. Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?
12. Were all food and beverages free of single-use plastic?
13. Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)?
37. Were salt and pepper cruets available and if so were they clean and full?
Emotional Intelligence
14. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
15. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
16. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
38. Did the employee use the guest's name naturally and discreetly without overusing it?
39. 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 the other hotel facilities or immediately offer to find out the information required?
40. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
41. Did the employee adapt to a changing situation and/or guest's need?
42. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
43. Did an employee personalize the interaction in any way and engage the guest as an individual?
44. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
45. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
46. Did employees maintain alert postures and respect the guest's presence when interacting with each other?
47. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
RESTAURANT- PRIMARY EMOTION
My primary emotion was:
- Exceptional emotional experience
- Positive emotional experience
- Sufficient emotional experience
- Dissatisfied with emotional engagement
- Extremely dissatisfied with emotional engagement

LQA UPSCALE NARRATIVES 2023

BUFFET

Arrival/Seating
1. Was the guest greeted and seated at a fully laid table within 2 minutes of their arrival and if the restaurant was full, was the guest advised how long it would be and was this timeframe adhered to?
2. If the guest was kept waiting did the employee acknowledge this and apologize for the delay?
3. Did the employee offer seating assistance and present the menu/wine list within 5 minutes of being seated?
4. Did the employee offer a buffet orientation on the guest's first visit to the restaurant?
Service
5. Did an employee greet the guest within 3 minutes of seating?
1. Was bread served at the table or available on the buffet?
6. Did the waiter automatically offer water with the meal?
7. Did the employee have good product knowledge with regard to the wines/beverages?
2. Was the correct drinks order served within 6 minutes of order (9 minutes for cocktails) unless advised of a delay?
8. Were drinks served and cleared using a tray?
9. Did the employee replace cutlery as required?
3. Were all appropriate condiments offered?
10. Were dishes cleared within 6 minutes of guests finishing their meals or as required during the meal?
11. Did the waiter automatically offer coffee/tea and clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.) or equivalent if specialty cuisine (i.e. green tea)?
4. Was the coffee/tea served within 6 minutes of order?
5. Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) offered with the coffee/tea (n/a for green tea/herbal teas) and was it accompanied by a sweet (e.g. cookie, petit four, etc.)?
12. Did an employee visit the table to ascertain at any point if service was satisfactory?
6. Was the bill clearly itemized and correct and was it promptly presented during the meal or within 5 minutes of request?
13. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
Wine/Beverage Service
7. Did the waiter present the wine to the guest and open the bottle at the table (n/a for Enomatic wine system, or similar, by the glass)?
14. Was red wine served at room/appropriate temperature and white/rose wine chilled?
15. Did the waiter top up the glass as required?
16. Did the waiter offer an additional beverage within 2 minutes of drink being empty?
Buffet
17. Was the buffet clean, attractively presented, well laid out and the food sufficiently covered (i.e. in the case of outdoor venues)?
8. Were at least two starters, two main courses and one dessert available from the following options: vegan, gluten-free and lactose-free (on the menu/buffet or advised by an employee)?
9. Were any unidentifiable food or beverage items clearly labelled and did they indicate allergens where required (i.e. dairy, nuts, gluten, etc.), were the labels clean and consistent in appearance?
18. Were all dishes replenished as required?
19. Were the appropriate crockery and service utensils available?
20. Was a chef present behind the buffet at all times (where a working station was present)?
21. In the case of hot foods did the chef present a clean warm plate?
Food
22. Was the food fresh and of good favor?
23. Was the texture of the food appropriate?
24. Was the food presented in an appealing manner and did it directly resemble its description from the menu?
25. Was the food cooked as requested and served at the correct temperature?
10. Was the option of locally sourced/sustainably certified fish stated on the menu or advised by an employee?
11. Was locally sourced food available and stated on the menu or advised by the employee (regionally sourced acceptable for remote regions)?
26. Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?
12. Were tea and coffee locally sourced/sustainably certifed and stated on the menu or advised by the employee?
Table Layout/Restaurant
27. Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)?
28. Were all tables in the restaurant consistently laid up and promptly cleared and re-laid when guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)?
29. Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?
30. Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?
13. Were all food and beverages free of single-use plastic?
14. Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)?
31. Were salt and pepper cruets available and if so were they clean and full?
Emotional Intelligence
15. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
16. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
17. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
32. Did the employee use the guest's name naturally and discreetly without overusing it?
33. 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 the other hotel facilities or immediately offer to find out the information required?
34. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
35. Did the employee adapt to a changing situation and/or guest's need?
36. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
37. Did an employee personalize the interaction in any way and engage the guest as an individual?
38. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
39. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
40. Did employees maintain alert postures and respect the guest's presence when interacting with each other?
41. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
BUFFET- PRIMARY EMOTION
My primary emotion was:
- Exceptional emotional experience
- Positive emotional experience
- Sufficient emotional experience
- Dissatisfied with emotional engagement
- Extremely dissatisfied with emotional engagement

LIGHT MEALS

Service
1. Was the guest greeted or acknowledged within 2 minutes upon entering the restaurant/lounge or within 6 minutes if seated at the beach or poolside lounger?
2. Did the employee present a menu (if applicable) and offer to take the food and beverage order within 5 minutes of seating, or within 10 minutes of presenting a menu if seated at the beach/poolside lounger?
3. Did the employee explain any specials of the day where applicable (i.e. soup, fsh, etc.), set priced menus and/or any items that were not available?
4. Was the employee able to answer any questions with regard to the menu, its ingredients and allergies, where applicable?
5. Did the employee accommodate any reasonable off menu requests?
6. Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?
1. Was the correct drinks order served within 6 minutes of order (9 minutes for cocktails) unless advised of a delay?
7. Were drinks served and cleared using a tray?
8. Was the correct order served within 15 minutes of order or 20 minutes if ordered from the beach/poolside lounger, unless the employee informed the guest of an expected delay (i.e. due to longer preparation times)?
2. Were all plated items served with as little disruption to the guest as possible and with the correct order served to each guest without any prompting required?
9. Were all appropriate condiments offered?
10. Did the waiter offer an additional beverage within 2 minutes of drink being empty or 5 minutes if seated at the beach/poolside lounger?
11. Were dishes cleared within 6 minutes of guests finishing their meals or as required during the meal?
12. Did the waiter automatically offer desserts, either verbally or by presenting the menu?
13. Was dessert served within 10 minutes of order being taken or within 15 minutes if seated at the beach/poolside lounger?
14. Did the waiter automatically offer coffee/tea and clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.) n/a to beach/poolside lounger service?
3. Was the coffee/tea served within 6 minutes of order?
4. Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) offered with the coffee/tea (n/a for green tea/herbal teas) and was it accompanied by a sweet (e.g. cookie, petit four, etc.)?
15. Did an employee visit the table to ascertain at any point if service was satisfactory?
5. Was the bill clearly itemized and correct and was it promptly presented during the meal or within 5 minutes of request in a clean billfold (or similar) that was in good condition?
16. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
Menu and Food
17. Was the menu/wine list clean, in good repair, grammatically correct and easy to read?
6. Were at least two starters, two main courses and one dessert available from the following options: vegan, gluten-free and lactose-free (on the menu/buffet or advised by an employee)?
18. Was the food presented in an appealing manner and did it directly resemble its description from the menu?
19. Was the food fresh and of good favor?
20. Was the texture of the food appropriate?
21. Was the food cooked as requested and served at the correct temperature?
7. Was the option of locally sourced/sustainably certified fish stated on the menu or advised by an employee?
8. Was locally sourced food available and stated on the menu or advised by the employee (regionally sourced acceptable for remote regions)?
22. Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?
9. Were tea and coffee locally sourced/sustainably certified and stated on the menu or advised by the employee?
Table Layout/Restaurant/Lounge
23. Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)?
24. Were all tables in the restaurant consistently laid up and promptly cleared and re-laid when guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)?
25. Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears?
26. Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?
10. Were all food and beverages free of single-use plastic?
11. Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)?
27. Were salt and pepper cruets available and if so were they clean and full?
Emotional Intelligence
12. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
13. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
14. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
28. Did the employee use the guest's name naturally and discreetly without overusing it?
29. 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 the other hotel facilities or immediately offer to find out the information required?
30. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
31. Did the employee adapt to a changing situation and/or guest's need?
32. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
33. Did an employee personalize the interaction in any way and engage the guest as an individual?
34. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
35. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
36. Did employees maintain alert postures and respect the guest's presence when interacting with each other?
37. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
LIGHT MEALS- PRIMARY EMOTION
My primary emotion was:
- Exceptional emotional experience
- Positive emotional experience
- Sufficient emotional experience
- Dissatisfied with emotional engagement
- Extremely dissatisfied with emotional engagement

LQA UPSCALE NARRATIVES 2023

DRINKS SERVICE

Service
1. Was the guest greeted or acknowledged within 2 minutes upon entering the bar/lounge?
2. Did the employee offer to take the drinks order within 3 minutes of seating?
3. Did the employee show good product knowledge when taking the order?
4. Did the employee offer the option to order food or supply a restaurant menu?
1. Was the correct drinks order served within 6 minutes of order (9 minutes for cocktails) unless advised of a delay?
5. Was the correct order served to each guest without any prompting required?
6. Were drinks served and cleared using a tray?
7. Did the waiter supply and place drinks on coasters (not required for stemware)?
8. Were the drinks served in the correct, clean (unchipped) glassware with the appropriate fresh garnish and a non-plastic stir stick/straw (if required)?
2. Were drinks served at the appropriate temperature (chilled, room temperature, etc.)?
3. Did the waiter automatically offer a snack?
9. Were the snacks fresh and of good quality?
4. Did the waiter supply serviettes/cocktail napkins with the snacks/drinks?
10. Did the waiter offer an additional beverage within 2 minutes of drink being empty?
11. Was the bill clearly itemized and correct, if present or presented?
12. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
Table Layout/Bar
13. Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)?
14. Were all tables in the restaurant consistently laid up and promptly cleared and re-laid when guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)?
15. If a bar list was provided, was it clean and in good repair, grammatically correct and easy to read?
5. Were all food and beverages free of single-use plastic?
6. Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)?
Emotional Intelligence
7. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
8. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
9. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
16. Did the employee use the guest's name naturally and discreetly without overusing it?
17. 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 the other hotel facilities or immediately offer to find out the information required?
18. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
19. Did the employee adapt to a changing situation and/or guest's need?
20. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
21. Did an employee personalize the interaction in any way and engage the guest as an individual?
22. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
23. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
24. Did employees maintain alert postures and respect the guest's presence when interacting with each other?
25. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
DRINKS SERVICE- PRIMARY EMOTION
My primary emotion was:
- Exceptional emotional experience
- Positive emotional experience
- Sufficient emotional experience
- Dissatisfied with emotional engagement
- Extremely dissatisfied with emotional engagement

IN ROOM DINING

Order Taking
1. Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?
2. If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30 seconds or was the caller offered a call back option?
3. Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction)?
4. Was the employee able to answer any questions with regard to the menu, its ingredients and allergies, where applicable?
5. Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?
6. Did the employee accommodate any reasonable off menu requests?
7. Did the employee ascertain the number of people dining?
8. Did the employee repeat the order either during or at the end of the call?
9. Did the employee advise delivery time?
Sales
10. Did the order taker suggest a starter and/or side order that was appropriate to the order?
11. Did the order taker offer beverages (e.g. wine, beer, soft drink, coffee, etc.) with the meal?
12. Did the order taker suggest dessert with the meal?
Service
13. Was the order served in the standard time (Breakfast order card - 5 minutes of requested time. Telephone orders - Breakfast 25/30 minutes for urban/resort; Lunch/Dinner 30/40 minutes for urban/resort) and if an estimated delivery time was given, was the order served within 5 minutes of the stated time?
14. 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 asking to enter the room?
1. Did the employee ask/suggest where the guest would like the tray/trolley to be placed?
2. Did the employee secure the table leaf and set the table?
3. Did the employee position the chairs accordingly?
15. Did the employee confirm the order and was it correct and complete?
16. Did the employee inform the guest of tray/trolley collection procedures or was a tray removal card present?
4. Was the bill clearly itemized and correct and if presented, in a clean billfold (or similar) that was in good condition?
17. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
Menu and Food
18. Was the menu/wine list clean, in good repair, grammatically correct and easy to read?
5. Were at least two starters, two main courses and one dessert available from the following options: vegan, gluten-free and lactose-free (on the menu/buffet or advised by an employee)?
19. Was the food presented in an appealing manner and did it directly resemble its description from the menu?
20. Was the food fresh and of good favor?
21. Was the texture of the food appropriate?
22. Was the food cooked as requested and served at the correct temperature?
6. Was the option of locally sourced/sustainably certified fish stated on the menu or advised by an employee?
7. Was locally sourced food available and stated on the menu or advised by the employee (regionally sourced acceptable for remote regions)?
23. Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?
8. Were tea and coffee locally sourced/sustainably certified and stated on the menu or advised by the employee?
9. Was at least one fresh juice available?
24. Were bread/rolls or specialty cuisine equivalent (i.e. prawn crackers) served, where applicable and were they of excellent quality?
Tray/Trolley Layout
25. Was the room service tray/trolley clean and in good repair?
26. Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?
27. Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?
10. Were all food and beverages free of single-use plastic?
11. Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)?
28. Were salt and pepper cruets available and if so were they clean and full?
29. Was all food covered with a cloche and/or some form of covering?
30. Were the appropriate condiments served with the meal?
12. Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) offered with the coffee/tea (n/a for green tea/herbal teas) and was it accompanied by a sweet (e.g. cookie, petit four, etc.)?
31. In the case of breakfast was there a minimum of three different preserves available (honey is acceptable)?
Emotional Intelligence
13. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
14. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
15. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
32. Did the employee use the guest's name naturally and discreetly without overusing it?
33. 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 the other hotel facilities or immediately offer to find out the information required?
34. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
35. Did the employee adapt to a changing situation and/or guest's need?
36. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
37. Did an employee personalize the interaction in any way and engage the guest as an individual?
38. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
39. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
40. Did employees maintain alert postures and respect the guest's presence when interacting with each other?
41. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
IN ROOM DINING- PRIMARY EMOTION
My primary emotion was:
- Exceptional emotional experience
- Positive emotional experience
- Sufficient emotional experience
- Dissatisfied with emotional engagement
- Extremely dissatisfied with emotional engagement

THE ROOM

Bedroom
1. Was the décor current in appearance and well coordinated throughout the room?
2. Did the majority of rooms provide an abundance of space (minimum of 25 meters squared for city hotels and 35 meters squared (including bathrooms) for resorts) and was the furniture arranged in a way that allowed freedom of movement throughout the room?
3. Was the flooring of good quality and was it in good repair?
4. Were the wall surfaces well maintained and enhanced with a design element (i.e. wood baseboards, ceiling trim, soft wall coverings, wood paneling, etc.)?
5. Were all areas of the room extremely well lit (i.e. both sides of the bed, at desk and sitting area)?
6. Was all furniture well maintained and of good quality?
7. Were all fabrics (curtains, upholstery, bedspread) fresh in appearance?
8. Was an occasional table/side table and seating provided in the room?
1. Was the workspace of a good size and conducive to business needs (i.e. multiple, easily accessible unused electrical outlets, clutter free) with a chair of the correct height?
9. Was the room adequately soundproofed?
10. Was an adjustable climate control panel provided which was appropriate to the destination and if so, was it quiet and in good working order?
11. Did the curtains offer a complete blackout when closed?
12. Were the pillows and mattress comfortable and the bed linen of good quality (i.e. 100% cotton)?
13. Was there ample well lit full hanging (i.e. for dresses) and drawer/shelf space available for a minimum of two guests?
14. Were matching good quality hangers provided (i.e. wooden and not anti-theft) and did they consist of suit and clip hangers?
15. Was a fat screen television present and was the screen a minimum of 42 inches?
2. Were television/remote control in good condition/working order and did they offer multilingual channels and either a printed or television/tablet enabled channel guide?
3. Was all technology (e.g. tablet, sound system, electric curtains, etc.) and lighting in good working order and easy to use?
16. Was complimentary high-speed Wi-Fi available and if so was it easy to access and did it provide a seamless wireless experience (i.e. strong and continuous connection without requirement to log in more than once during the stay) as well as the ability to connect multiple devices (e.g. minimum of three devices)?
17. Was the door lock in good condition with a deadbolt or safety chain?
4. Was a guest services directory provided (e.g. printed copy, tablet, digital format QR code or via television), and was it up to date, grammatically correct and in good condition?
18. Was a fabric laundry bag and list provided?
19. Was a full-length mirror present within the room?
20. Were there spare electrical points near a mirror (e.g. for hairdryer) and were at least two spare power points or USB ports, available on both sides of the bed (e.g. for mobile phones)?
21. Was an in-room safe provided and was it in good working order/available for immediate use (i.e. not locked)?
22. Were all room telephones in good working order with speed dial, voicemail, message waiting and conference speaker facilities?
23. Were tea/coffee making facilities provided and were they fully stocked?
Bathroom
24. Was the décor current in appearance and well coordinated throughout the bathroom?
25. Were all bathroom fittings (e.g. toilet, sinks, bathtub, bidet) in good condition?
26. Was all plumbing and ventilation in good working order (e.g. strong water pressure, quick drainage, prompt supply of hot water, etc.)?
27. Were flooring, vanity, shower/bath surround and shower floor finished in good quality tile and was the grouting in good repair?
28. Were other wall and ceiling surfaces well maintained?
29. Was sufficient counter/shelf space provided?
30. Was a well lit, easily accessible shaving/make up mirror provided?
5. Was a good quality tissue dispenser and soap dish available (soap dish not applicable if soap dispensers provided)?
31. Was a good quality hairdryer (i.e. minimum of 1200 wattage) available, and if so was it in good working order?
6. Were good quality bathrobes available for each guest staying in the room?
32. Were there a minimum of two good quality bath towels/sheets, two hand towels and two face towels per room?
33. Was a full range of amenities available (minimum of shampoo, bath/shower gel, hand soap and shower cap)?
7. Were shampoo, conditioner and bath gel provided in large-format bottles which were refillable/recyclable, instead of miniature format?
8. Were all bathroom amenities free of plastic wrapping?
34. Were amenities positioned in a way that were immediately convenient and accessible for the guest (e.g. shampoo, conditioner and bath gel in the shower)?

LQA UPSCALE NARRATIVES 2023

PUBLIC AREAS

Exterior/Grounds
1. Was the exterior of the hotel well maintained?
2. Was the driveway easily accessible with either parking or a valet system present?
3. Was the drop off area covered and well lit?
4. Was all landscaping well-tended and free of debris?
Lobby
5. Was the hotel lobby current in appearance and well coordinated?
6. Was the flooring of good quality and was it in good repair?
7. Were the wall surfaces well maintained and enhanced with a design element (i.e. wood baseboards, ceiling trim, soft wall coverings, wood paneling, etc.)?
8. Were all reception/concierge/guest services desks tidy in appearance?
9. Was all furniture well maintained and of good quality?
10. Were attractive fresh, foral arrangements/live plants present in the lobby area?
11. Was the lobby well illuminated and was all lighting in good working order?
12. Was Wi-Fi connectivity available in public areas and did it provide a seamless wireless experience (i.e. strong and continuous connection without requirement to log in more than once)?
13. If music was played, was it appropriate for the venue/ambiance and was it played at a pleasant level?
14. Was there adequate, clearly visible good quality signage?
15. Was employee presence in managing large groups evident and effective to minimize disruption to other guests in the hotel (e.g. employee directional assistance, signage, alternative group check-in area etc.)?
16. Were the shops/showcases clean and well maintained in their presentation?
Restaurants/Bars
17. Was the restaurant/bar flooring clean and in good repair?
18. Were the restaurant/bar wall/ceiling surfaces well maintained and scuff free?
19. Were all windows and curtains clean and well maintained?
20. Were the restaurants/bars sufficiently lit and was all lighting in good working order?
21. Were the tables and chairs well maintained and the chair fabrics clean and in good repair?
Guest Room Corridors
1. Were the corridors current in appearance and well coordinated?
22. Was the fooring of high quality (i.e. high grade wood, marble, stone, granite, elegant area rugs or high density carpet) and was it clean and in good repair?
2. Were the wall surfaces well maintained and enhanced with a design element (i.e. wood baseboards, ceiling trim, soft wall coverings, wood paneling, etc.)?
23. Were all windows and curtains clean and well maintained?
24. Were the corridors/pathways/stairways well lit and was all lighting in good working order?
25. Was all furniture clean, well maintained and of a high quality (i.e. solid wood, upscale fabrics, etc.)?
26. Was all hotel signage adequate, clean and in good repair?
27. Were the room service trays/trolleys/operating equipment regularly cleared from the foors?
Restrooms
28. Were the restrooms current in appearance and well ventilated (i.e. free of any unpleasant odors)?
29. Was the flooring and vanity finished in good quality marble, stone or granite and was it in good repair?
30. Was all wall paper/tiles/paintwork free of any holes/chips/scuffs?
31. Were the cubicles well maintained with coat hooks present?
32. Were the restrooms well lit and was all lighting in good working order?
33. Were the toilets, urinals and sinks clean and in good working order/repair?
34. Were the urinals separated by partitions?
35. Was a liquid soap dispenser available at the sink?
36. Were sufficient hand towels available (paper acceptable) and/or a hand dryer in good working order?
37. Was a fresh floral arrangement or plant or plant decoration present (i.e. bamboo display)?
Elevators
38. Were the elevators current in appearance and well coordinated?
39. Were all elevators clean and well maintained (i.e. flooring, walls, lighting) and in good working order?
40. Did the employees refrain from using the guest elevators to deliver luggage/room service/housekeeping supplies?
Emotional Intelligence - Auxiliary Employees (Housekeeping, Maintenance, Security)
3. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
4. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
41. 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 the other hotel facilities or immediately offer to find out the information required?
42. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
43. Did employees maintain alert postures and respect the guest's presence when interacting with each other?

FITNESS AND WELLNESS

Fitness Center
1. Was 24 hour access to the gym advertised as available?
1. Was the gymnasium current in appearance?
2. Was the gymnasium odor free and the room temperature at a comfortable level?
3. Were the walls, ceilings and floors clean and well maintained?
4. Were the windows/mirrors clean and smear/smudge free?
5. Was sufficient lighting provided?
6. Was the gymnasium well laid out with a variety of state of the art exercise equipment (minimum of 3 cardiovascular, 5 resistance machines (can be incorporated into a universal machine) plus a range of free weights) and was all equipment in good working order?
7. Was ample space available for guests to exercise (i.e. clearly defined areas for cardio machines, free weights and stretching/mats)?
2. Were clean sweat towels and a touchless water dispenser with sufficient non-plastic cups, or non-plastic bottled water, available?
8. Was a wall clock clearly visible and did it display the correct time?
3. Was a fruit bowl with fresh fruit available?
9. Was Wi-Fi connectivity available in the fitness center and did it provide a seamless wireless experience (i.e. strong and continuous connection without requirement to log in more than once)?
Swimming Pool/Beach
10. Was the pool clean, at the appropriate temperature and well maintained (i.e. tiling, lighting, etc.)?
11. Were depth signs present?
12. Was the area around the pool clean and free of any debris?
13. Were ample loungers, side tables and umbrellas provided and were they clean and in good repair?
14. Were towels provided?
15. Was a separate shower provided at pool and/or beach?
16. Was a waiter service provided/available at the outdoor pool and/or beach?
Tennis/Squash Courts
17. Were the tennis courts clean, free of debris and food lit?
18. Was the tennis court surface well maintained and lines clearly defined?
19. Were the tennis court nets in good repair?
20. Were drinking water and towels available?
Steam Room/Sauna/Jacuzzi
21. Were safety instructions clearly displayed outside the heat experiences?
22. Were heat experiences clean, well maintained and appropriately heated?
23. Were a thermometer and a timer present in the sauna?
Changing Rooms
24. Was the changing room current in appearance?
25. Were the walls, ceilings and floors clean and well maintained?
26. Was all lighting fully illuminated?
27. Were the showers, sinks and toilets clean and in good working order?
28. Was there a shampoo and soap dispenser present in the shower cubicle?
29. Were the lockers clean, functional and well maintained?
30. Were clean good quality towels available?
31. Was a well lit, easily accessible shaving/make up mirror provided?
32. Was a good quality hairdryer (i.e. minimum of 1200 wattage) available, and if so was it in good working order?
4. Were shampoo, conditioner and bath gel provided in large-format bottles which were refillable/recyclable, instead of miniature format?
5. Were all bathroom amenities free of plastic wrapping?
Emotional Intelligence
6. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
7. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
8. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
33. Did the employee use the guest's name naturally and discreetly without overusing it?
34. 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 the other hotel facilities or immediately offer to find out the information required?
35. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
36. Did the employee adapt to a changing situation and/or guest's need?
37. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
38. Did an employee personalize the interaction in any way and engage the guest as an individual?
39. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
40. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
41. Did employees maintain alert postures and respect the guest's presence when interacting with each other?
42. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
43. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

TRANSPORT

Transfer
1. Was a hotel representative at the point of pick up at the scheduled time?
1. Did the employee hold a signboard/tablet with the correct spelling of the guest's name or hotel name printed (i.e. not handwritten)?
2. Did the employee offer assistance with luggage?
3. Did the employee offer car door assistance?
4. Did the employee advise the estimated journey time?
5. Was bottled water available?
2. Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)?
6. In the case of hotel transport was a Wi-Fi service provided within the car?
7. Did employee ascertain if the guest would like music played and if it was played, was it at an appropriate level?
8. Did the employee ascertain if the car temperature was satisfactory?
3. Did the employee drive in a safe and careful manner and use a headset/hands-free when making telephone calls?
9. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
Product - Vehicle
10. Was the car provided of high quality and in good condition?
11. Was the exterior of the vehicle clean and polished?
12. Was the interior of the vehicle clean, tidy and odor free?
Emotional Intelligence
4. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive frst impression?
5. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
6. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
13. Did the employee use the guest's name naturally and discreetly without overusing it?
14. 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 the other hotel facilities or immediately offer to find out the information required?
15. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
16. Did the employee adapt to a changing situation and/or guest's need?
17. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
18. Did an employee personalize the interaction in any way and engage the guest as an individual?
19. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
20. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
21. Did employees maintain alert postures and respect the guest's presence when interacting with each other?
22. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
TRANSPORT- PRIMARY EMOTION
My primary emotion was:
- Exceptional emotional experience
- Positive emotional experience
- Sufficient emotional experience
- Dissatisfied with emotional engagement
- Extremely dissatisfied with emotional engagement

LQA UPSCALE NARRATIVES 2023

SPA TREATMENT

Reservations
1. Was the guest greeted or acknowledged within 90 seconds upon entering the spa or if a booking was made by telephone was the call answered within 3 rings with an appropriate greeting?
2. If an online spa booking facility was available, was it easy to navigate and book a treatment?
3. Did the employee clarify the exact treatment required (i.e. type, duration)?
4. If asked, was the reception employee knowledgeable about the treatments and spa facilities?
5. Did the employee obtain the guest's name and room/contact number and repeat details of the booking?
Arrival
6. When entering the spa was there a sense of arrival that was calm and serene (e.g. through light, sound and scent)?
7. Was there a designated employee present upon arrival?
8. Did the employee confirm the guest's appointment details (i.e. type and length of treatment)?
1. For first time guests, did the employee offer to escort the guest to the changing rooms and explain the layout and facilities?
9. Were appropriate size bathrobes and slippers provided and were they clean and in good condition?
10. During the arrival process was the guest made aware of how he/she should be attired for the selected treatment?
11. Did the employee advise the guest of the sequence of events (i.e. where to go once changed)?
The Treatment
2. Was the therapist available as per the booking time?
3. If the therapist was not available at the booking time, was an apology subsequently offered?
12. Did the therapist greet the guest and introduce herself/himself?
13. Did the therapist reconfirm the type and duration of the treatment booked?
14. Did the therapist carry out a personal health consultation or review the guest's health form, where applicable, prior to the treatment?
15. Was privacy given during disrobing and the treatment?
4. Was there visual/verbal indication of spa employees washing hands prior to and following each treatment?
16. Did the therapist ensure that the guest was comfortable and that the room temperature was acceptable before commencing with the treatment?
17. With a massage was a bolster or rolled towel placed under the guest's ankles while on his/her front and under the knees while on his/her back, or the treatment bench adjusted if applicable?
18. Was an eye pad/face towel offered when guest turned on to their back (n/a for facials) and were proper draping techniques used?
19. Was the guest appropriately covered with towels or sheets?
20. In the case of a massage did the service provider confirm that the pressure was comfortable for the guest?
21. Was the treatment free of any interruptions and outside noise?
5. Was soothing/relaxing music played at an appropriate volume or natural environmental sounds, where applicable (e.g. rustling leaves, ocean if outdoor)?
22. Did the treatment begin and end on time and last for the full duration?
6. Upon completion of the treatment, did the therapist ascertain the guest's satisfaction?
23. Was a beverage offered upon completion of the treatment or available in the relaxation room?
7. Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)?
24. Did the treatment received reflect what was advertised?
25. Was the treatment room and relaxation room (if applicable) clean and well presented with all of the fresh linen/towels clean and in excellent condition?
8. Was the bill clearly itemized and correct and if presented, in a clean billfold (or similar) that was in good condition?
26. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
Emotional Intelligence
9. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
10. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
11. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
27. Did the employee use the guest's name naturally and discreetly without overusing it?
28. 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 the other hotel facilities or immediately offer to find out the information required?
29. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
30. Did the employee adapt to a changing situation and/or guest's need?
31. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
32. Did an employee personalize the interaction in any way and engage the guest as an individual?
33. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
34. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
35. Did employees maintain alert postures and respect the guest's presence when interacting with each other?
36. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
SPA TREATMENT- PRIMARY EMOTION
My primary emotion was:
- Exceptional emotional experience
- Positive emotional experience
- Sufficient emotional experience
- Dissatisfied with emotional engagement
- Extremely dissatisfied with emotional engagement

DIGITAL

Digital
1. Was the hotel's website professional in design and intuitive?
2. Did the hotel booking engine have differentiated imagery and descriptions for each room type?
1. Did the hotel booking engine have differentiated imagery and descriptions for food and beverage outlets and the spa?
3. Did the booking engine display all relevant room information regarding the bed types, number of guests, and features available in room?
4. Was the booking experience optimized for mobile devices?
5. Could the booking be completed within 5 booking steps (i.e. check availability, room selection, add-ons, guest details and confirmation)?
6. Did the booking engine provide the option to display rates in multiple currencies?
7. Was hotel availability clearly displayed on the booking engine via an availability calendar?
8. Was the site easy to navigate in terms of finding the information required about the hotel experience (i.e. food and beverage options, family friendly, etc.)?
2. Was all information on the hotel website up-to-date and correct?
9. Were booking policies clearly stated at point of booking?
10. If booking made via the hotel's website, was a confirmation message sent from the hotel with option to modify or cancel reservation online?
11. If booked via the hotel's website, did subsequent reservation confirmation have links to the hotel's facilities (i.e. restaurants/spa, etc.)?
Digital - In-House Communications
12. Were all digital communications polite, professional and written without abbreviations?
13. Where guest requests are made via in-house digital technology, was the functionality intuitive and seamless and were any requested items delivered within 10 minutes for an urban hotel and 15 minutes for a resort hotel?

SWITCHBOARD - WAKE UP CALL

The Wake-Up Call Request - Standards
1. Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?
2. If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30 seconds or was the caller offered a call back option?
3. Did the employee confirm the caller's request by repeating back key details (room/time) to ensure correct understanding?
Delivering The Wake-Up Call
4. Was the wake-up call received within 2 minutes of the requested time and did the employee use the appropriate greeting and announce the time of day?
5. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
The Employee - Behavioural Standards
6. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
7. Did the employee use the guest's name naturally and discreetly without overusing it?

BACK OF HOUSE

Back Of House Product
1. Were the waste storage area and receiving bay clean and well maintained?
2. Were all kitchen areas clean and well maintained?
3. Were all kitchen employees wearing clean and complete uniforms?
4. Were safety/hygiene notices clearly visible?
5. Were all refrigeration/cooling devices in good working order?
6. Was the inside of the fridges clean and free of odor?
7. Were fridge contents neatly stored (i.e. raised off the foor)?
8. Were all food items appropriately covered?
9. Were the kitchen areas properly ventilated?
10. Were ample hand basins, anti-bacterial soaps and paper hand towels available?
11. Was there an adequately stocked first aid box available in the kitchen and/or security office and was it immediately accessible?
12. Were the back of house areas (laundry, maintenance etc.) kept tidy?
13. Were all back of house walls clean and well maintained?
14. Was all flooring clean and in good repair?
15. Were the back of house areas adequately lit?
16. Were all the back of house areas free of obstruction?
17. Were the employee changing rooms clean and well maintained?
18. Were the employee sinks, showers and toilets in good working order and were liquid soap and hand towels available at the sinks?
19. Were the lockers clean and well maintained?
20. Were the employee changing rooms adequately ventilated?
21. Was the employee canteen clean and well maintained?
22. Was a separate employee elevator available?
23. Was there a separate employee entrance available (i.e. separate from guest entrance)?

GUEST SECURITY

Room Product and Facilities
1. Were the emergency exit route and assembly point displayed in the room and easily located (i.e. back of door, in wardrobe)?
1. Was the room door fitted with a viewing port and security latch?
2. Did the room door automatically close shut and latch securely?
3. Were ground floor balcony doors fitted with a secondary latch for added security?
Public Areas - Lobby
4. Were the lobby and public areas kept clear of unattended luggage?
5. If the guest asked for a replacement key did the employee verify their identity (e.g. via identification document or verification of unique personal information)?
6. Did employees use the guest's room number discreetly so as not to reveal this to other guests?
Public Areas - Guest Room Corridors
7. Were house telephones present in the hotel corridors and in the case of resorts, positioned at intervals in plain view along the outdoor pathways?
8. Did auxiliary employees (e.g. housekeeping, maintenance, etc.) close the guest room doors when visiting the rooms (i.e. during turndown, repairs, etc.)?
9. Did employees explain they were unable to grant access to rooms without verifying the guest's identity?
10. Was signage for the fire exits clearly visible and were the fire exits unobstructed?
Fitness - Fitness Center
11. Were emergency cords/call buttons or telephone available in the gym and heat experience facilities?
Product
Security
12. If encountered, were security staff dressed professionally and did they display a friendly and courteous manner?
13. If access to the in-room safe was requested did the security employee confirm the registered guest's identity or positively identify the guest (e.g. check passport/drivers license or confirm three details on guest profile/reservation)?

Sign-off

Inspection Completed By:

LQA UPSCALE NARRATIVES 2023

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RESERVATIONS

CHECK IN

CHECK OUT

PORTER/DOORMAN - ARRIVAL

PORTER/DOORMAN - DEPARTURE

GUEST SERVICES/CONCIERGE

HOUSEKEEPING ARRIVAL

SERVICING

LAUNDRY

BREAKFAST

RESTAURANT

BUFFET

LIGHT MEALS

DRINKS SERVICE

IN ROOM DINING

THE ROOM

PUBLIC AREAS

FITNESS AND WELLNESS

TRANSPORT

SPA TREATMENT

DIGITAL

SWITCHBOARD - WAKE UP CALL

BACK OF HOUSE

GUEST SECURITY

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LQA UPSCALE NARRATIVES 2023

Free LQA UPSCALE NARRATIVES 2023 Checklist

Go digital today!

Convert your paper checklists into digital forms

RESERVATIONS

CHECK IN

CHECK OUT

PORTER/DOORMAN - ARRIVAL

PORTER/DOORMAN - DEPARTURE

GUEST SERVICES/CONCIERGE

HOUSEKEEPING ARRIVAL

SERVICING

LAUNDRY

BREAKFAST

RESTAURANT

BUFFET

LIGHT MEALS

DRINKS SERVICE

IN ROOM DINING

THE ROOM

PUBLIC AREAS

FITNESS AND WELLNESS

TRANSPORT

SPA TREATMENT

DIGITAL

SWITCHBOARD - WAKE UP CALL

BACK OF HOUSE

GUEST SECURITY

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