Manager on Duty Checklist

• Conducted on

  Date

• Manager on Duty

• 1st Turn Down Room

• 2nd Turn Down Room

• MoD room No

Main Entrance

• All lighting is functioning

  Yes

  No

  N/A

• Security post is always clean & tidy. No plastic is visible

  Yes

  No

  N/A

• Security guard is on duty, well groomed & attentive

  Yes

  No

  N/A

• No vehicle is blocking main entrance

  Yes

  No

  N/A

• All security equipment is functioning

  Yes

  No

  N/A

Arrival Lobby

• All lighting is functioning

  Yes

  No

  N/A

• Flooring is clean & in good condition

  Yes

  No

  N/A

• Front desk area is tidy and organized

  Yes

  No

  N/A

• All furniture is right positioned & free of dust

  Yes

  No

  N/A

• Flower/water plant is fresh & the vase/planter is clean

  Yes

  No

  N/A

• Toilet is in good condition with complete amenities. Check cleanliness of ceiling, floor, sink counter, basin, soap & hand towel. Free of odors.

  Yes

  No

  N/A

• Luggage room is clean & in good condition

  Yes

  No

  N/A

• No ongoing construction that obstruct a guest’s inspection

  Yes

  No

  N/A

• All buggy and car is clean & in good condition

  Yes

  No

  N/A

• All pond is functioning, clean & in good condition.

  Yes

  No

  N/A

• Security guard is on duty & well groomed

  Yes

  No

  N/A

BOH – Executive Office

• Inspect cleanliness of executive office, pantry, bottling plant, training room & clinic

  Yes

  No

  N/A

• All lighting is functioning and turned off (after operation hour)

  Yes

  No

  N/A

• All AC is functioning and turned off (after operation hour)

  Yes

  No

  N/A

• All computer is turned off

  Yes

  No

  N/A

• Toilet is clean & in good condition. Free of odors

  Yes

  No

  N/A

BOH – Basement 1

• Inspect cleanliness of basement 1

  Yes

  No

  N/A

• All lighting is functioning and turned off (after operation hour)

  Yes

  No

  N/A

• All AC is functioning and turned off (after operation hour)

  Yes

  No

  N/A

• All computer is turned off

  Yes

  No

  N/A

• All equipment is stored and cleaned properly

  Yes

  No

  N/A

• Toilet and locker area are clean & in good condition. Free of odors

  Yes

  No

  N/A

• Inspect fire exit. Ensure no blockage

  Yes

  No

  N/A

BOH – Basement 2

• Inspect cleanliness of basement 2

  Yes

  No

  N/A

• All lighting is functioning

  Yes

  No

  N/A

• All computer is turned off

  Yes

  No

  N/A

• All equipment is stored and cleaned properly

  Yes

  No

  N/A

• Toilet/praying room is clean & in good condition. Free of odors

  Yes

  No

  N/A

• Inspect fire exit. Ensure no blockage

  Yes

  No

  N/A

Kids Lounge

• Inspect cleanliness and tidiness of all area

  Yes

  No

  N/A

• All lighting is functioning and turned off

  Yes

  No

  N/A

• All furniture is right positioned & free of dust

  Yes

  No

  N/A

• Glass door is clean and locked

  Yes

  No

  N/A

Public Area – Central Spine

• All lighting is functioning

  Yes

  No

  N/A

• Inspect overall cleanliness of area

  Yes

  No

  N/A

• Landscape is in good condition

  Yes

  No

  N/A

• All signage is in good condition

  Yes

  No

  N/A

• Trash can is clean & in good condition

  Yes

  No

  N/A

Public Area – Cliff Lobby

• All lighting is functioning

  Yes

  No

  N/A

• Flooring is clean & in good condition

  Yes

  No

  N/A

• Inspect overall cleanliness of area

  Yes

  No

  N/A

• All furniture is right positioned & free of dust

  Yes

  No

  N/A

• Front desk area is tidy and organized

  Yes

  No

  N/A

• No ongoing construction that obstruct a guest’s inspection

  Yes

  No

  N/A

Public Area – Spa/Gym/Yoga Pavillion

• All lighting is functioning

  Yes

  No

  N/A

• Flooring is clean & in good condition

  Yes

  No

  N/A

• Inspect overall cleanliness and function of area – spa reception, treatment room, nail room, wellness screening room, male/female locker room, yoga pavilion, gym, Jacuzzi, steam & sauna, BOH

  Yes

  No

  N/A

• All furniture is right positioned & free of dust

  Yes

  No

  N/A

• Front desk area is tidy and organized, free of dust

  Yes

  No

  N/A

• All pond is clean and functioning

  Yes

  No

  N/A

• No ongoing construction that obstruct a guest’s inspection

  Yes

  No

  N/A

Public Area – Gallery & Library Bar

• All lighting is functioning

  Yes

  No

  N/A

• All signage is in good condition

  Yes

  No

  N/A

• Flooring is clean & in good condition

  Yes

  No

  N/A

• All item and furniture is right positioned & free of dust

  Yes

  No

  N/A

• Glass door & window are clean & free of dust

  Yes

  No

  N/A

• Entrance door is locked securely before and after inspection

  Yes

  No

  N/A

• Ice cream counter is clean & in good condition

  Yes

  No

  N/A

Public Area – Crudo

• All lighting is functioning

  Yes

  No

  N/A

• All signage is in good condition

  Yes

  No

  N/A

• Flooring is clean & in good condition

  Yes

  No

  N/A

• All furniture is right positioned & free of dust

  Yes

  No

  N/A

• Glass door & window are clean & free of dust

  Yes

  No

  N/A

• Inspect cleanliness of outlet, kitchen and bar area (both indoor and outdoor). Free of odors

  Yes

  No

  N/A

• Crudo correct furniture setup; comfortable temperature

  Yes

  No

  N/A

• Inspect fire exit. Ensure no blockage

  Yes

  No

  N/A

Public Area – Rocka (including Bar at Rocka & Rocka Edge)

• All lighting is functioning

  Yes

  No

  N/A

• All signage is in good condition

  Yes

  No

  N/A

• Flooring is clean & in good condition

  Yes

  No

  N/A

• All furniture is right positioned & free of dust

  Yes

  No

  N/A

• Glass door & window are clean & free of dust

  Yes

  No

  N/A

• Inspect cleanliness of outlet, kitchen and bar area (both indoor and outdoor). Free of odors

  Yes

  No

  N/A

• Rocka correct furniture setup; comfortable temperature

  Yes

  No

  N/A

• Toilet is in good condition. Check cleanliness of ceiling, floor, sink counter, basin, soap & hand towel. Free of odors

  Yes

  No

  N/A

• Inspect fire exit. Ensure no blockage

  Yes

  No

  N/A

Public Area – Aarunya Ballroom

• All lighting is functioning

  Yes

  No

  N/A

• All signage is in good condition

  Yes

  No

  N/A

• Flooring is clean & in good condition

  Select Yes No N/A

  • Yes
  • No
  • N/A

• All furniture is right positioned & free of dust

  Yes

  No

  N/A

• Inspect cleanliness of outlet and kitchen area. Free of odors (both indoor and outdoor)

  Yes

  No

  N/A

• Toilet is in good condition. Check cleanliness of ceiling, floor, sink counter, basin, soap & hand towel. Free of odors

  Yes

  No

  N/A

• Landscape is in good condition

  Yes

  No

  N/A

• Inspect fire exit. Ensure no blockage

  Yes

  No

  N/A

Public Area – Cliff Bar

• All lighting is functioning

  Yes

  No

  N/A

• All signage is in good condition

  Yes

  No

  N/A

• Flooring/deck is clean & in good condition

  Yes

  No

  N/A

• All furniture is right positioned & free of dust

  Yes

  No

  N/A

• Inspect cleanliness of outlet, kitchen and bar area. Free of odors

  Yes

  No

  N/A

• Toilet/changing room is in good condition. Check cleanliness of ceiling, floor, sink counter, basin, soap & hand towel. Free of odors

  Yes

  No

  N/A

• Landscape is in good condition

  Yes

  No

  N/A

• Inspect fire exit. Ensure no blockage

  Yes

  No

  N/A

Public Area – Swimming Pool & Cinema Paradiso

• All lighting is functioning

  Yes

  No

  N/A

• Flooring/deck is clean & in good condition

  Yes

  No

  N/A

• All furniture is right positioned & free of dust

  Yes

  No

  N/A

• Towel and sun lounger are clean & in good condition

  Yes

  No

  N/A

• Toilet/changing room is in good condition. Check cleanliness of ceiling, floor, sink counter, basin, soap & hand towel. Free of odors.

  Yes

  No

  N/A

• Landscape is in good condition

  Yes

  No

  N/A

• No ongoing construction that obstruct a guest’s inspection

  Yes

  No

  N/A

1st Turndown Room

• All bed is neat and tidy

  Yes

  No

  N/A

• The guest room smells fresh and clean, free of odors

  Yes

  No

  N/A

• Item in the coffee/tea cabinet is replenished. Bottled water, drinking glass and slippers placed next to the bed

  Select Yes No N/A

  • Yes
  • No
  • N/A

• Guest shoes placed tidily

  Yes

  No

  N/A

• All trash can is emptied, clean & in good condition

  Yes

  No

  N/A

• There are no marks/torn/dirt’s on the sheets or pillows

  Yes

  No

  N/A

• The curtains and blind are drawn

  Yes

  No

  N/A

• There is no stains or hair in the wash basin, shower cubicle or bathtub

  Yes

  No

  N/A

• No sewage smell inside the room and bathroom

  Yes

  No

  N/A

• Personal toiletries are neatly organized

  Yes

  No

  N/A

• Bathroom tidied and towels replaced. Bath mat is set up on the floor as per standard

  Select Yes No N/A

  • Yes
  • No
  • N/A

• There are no finger print on the mirror

  Yes

  No

  N/A

• TV is positioned towards the bed

  Yes

  No

  N/A

• Pillow is positioned flat on the bed. All decorative cushion pillow is moved to stool bed

  Yes

  No

  N/A

• Mosquito coil is lighted inside the “frog” – outside the balcony/deck. Mosquito net is drawn (the backside) or as per guest’s preference

  Yes

  No

  N/A

• Six Senses turndown card is placed on the bedside table

  Yes

  No

  N/A

• Turndown light setting is turned on

  Yes

  No

  N/A

• Window behind headboard is closed

  Yes

  No

  N/A

• If the room is on “Do Not Disturb”, a Vetiver note tag will be left asking the guest to contact Housekeeping when they require service

  Yes

  No

  N/A

2nd Turndown Room

• All bed is neat and tidy

  Yes

  No

  N/A

• The guest room smells fresh and clean, free of odors

  Yes

  No

  N/A

• Item in the coffee/tea cabinet is replenished. Bottled water, drinking glass and slippers placed next to the bed

  Yes

  No

  N/A

• Guest shoes placed tidily

  Yes

  No

  N/A

• All trash can is emptied, clean & in good condition

  Yes

  No

  N/A

• There are no marks/torn/dirt’s on the sheets or pillows

  Yes

  No

  N/A

• No sewage smell inside the room and bathroom

  Yes

  No

  N/A

• The curtains and blind are drawn

  Yes

  No

  N/A

• There is no stains or hair in the wash basin, shower cubicle or bathtub

  Yes

  No

  N/A

• Personal toiletries are neatly organized

  Yes

  No

  N/A

• Bathroom tidied and towels replaced. Bath mat is set up on the floor as per standard

  Yes

  No

  N/A

• There are no finger print on the mirror

  Yes

  No

  N/A

• TV is positioned towards the bed

  Yes

  No

  N/A

• Pillow is positioned flat on the bed. All decorative cushion pillow is moved to stool bed

  Yes

  No

  N/A

• Mosquito coil is lighted inside the “frog” – outside the balcony/deck. Mosquito net is drawn (the backside) or as per guest’s preference

  Yes

  No

  N/A

• Six Senses turndown card is placed on the bedside table

  Yes

  No

  N/A

• Turndown light setting is turned on

  Yes

  No

  N/A

• Window behind headboard is closed

  Yes

  No

  N/A

• If the room is on “Do Not Disturb”, a Vetiver note tag will be left asking the guest to contact Housekeeping when they require service

  Yes

  No

  N/A

MOD Room Inspection Check List

• Entrance door is clean and functioning

  Yes

  No

  N/A

• Room number signage and lighting are clean and functioning

  Yes

  No

  N/A

• DND signage and door-bell are functioning

  Yes

  No

  N/A

• Landscape is in good condition

  Yes

  No

  N/A

• Small temple inside the villa is clean & set up properly

  Yes

  No

  N/A

• Electric door lock and Lutron system are functioning

  Yes

  No

  N/A

• AC/fan is clean and functioning.<br>Standard set at 24 C and low fan setting<br>

  Yes

  No

  N/A

• All lighting and light switch/Lutron control switch is functioning

  Yes

  No

  N/A

• Pool is clean and functioning

  Yes

  No

  N/A

• Flooring/wooden deck is clean and in good condition

  Yes

  No

  N/A

• Two umbrellas and one umbrella rack are set up as per standard

  Yes

  No

  N/A

• All furniture (outdoor and indoor) is clean and in good condition, also positioned correctly

  Yes

  No

  N/A

• All rug is clean, well vacuumed, not slippery

  Yes

  No

  N/A

• All room amenity is set up as per standard

  Yes

  No

  N/A

• Smoke Detector / Fire sprinkle is clean and functioning

  Yes

  No

  N/A

• Inspect defect on the wall, ceiling, door, floor, wooden deck

  Yes

  No

  N/A

• All glass door and mirror is clean, no finger print and dust

  Yes

  No

  N/A

• Curtain stick / Curtain rail / Curtain is clean and in good condition, functioning properly

  Yes

  No

  N/A

• Wooden blind stick / wooden blind is clean and in good condition, functioning properly

  Yes

  No

  N/A

BEDROOM

• All bed is neat and tidy

  Yes

  No

  N/A

• Headboard is positioned securely and free of dust

  Yes

  No

  N/A

• There are no marks/torn/dirt on the sheets, pillows or mosquito net

  Yes

  No

  N/A

• AC/fan/thermostat unit is clean and functioning.<br>Standard set at 24 C and low fan setting<br>

  Yes

  No

  N/A

• Reading light, desk lamp, bulbs, shades are clean and functioning

  Yes

  No

  N/A

• Telephone on bedside table is clean and functioning

  Yes

  No

  N/A

• Stationery/notepad/tissue box/sustainability card/remote control/speaker/compendium/menu on bedside table/working desk is set up as per standard

  Yes

  No

  N/A

• Flooring is clean and in good condition

  Yes

  No

  N/A

• All rug is clean, well vacuumed, not slippery

  Yes

  No

  N/A

• TV/TV cabinet/remote control is clean and functioning

  Yes

  No

  N/A

• Minibar cabinet/fridge is set up as per standard. No expired products.

  Yes

  No

  N/A

• Machine/coffee maker/kettle is clean and functioning

  Yes

  No

  N/A

• Curtain stick / Curtain rail / Curtain is clean and in good condition, functioning properly

  Yes

  No

  N/A

• Wooden blind stick / wooden blind is clean and in good condition, functioning properly

  Yes

  No

  N/A

• Flower is fresh & the vase is clean (excluding 1-BR Villa and Sky Suites)

  Yes

  No

  N/A

BATHROOM

• Flooring is clean and in good condition

  Yes

  No

  N/A

• No sewage smell inside the room and bathroom

  Yes

  No

  N/A

• Wardrobe area is clean and set up as per standard (3 types of hanger, Laundry Bag and List (1), Beach Bag (1), Bathrobe (size M and L), Safety Deposit Box with Jewelry Box inside (1), Fire Extinguisher (1)<br><br>Lighting is functioning and cable is not visible <br>

  Yes

  No

  N/A

• Indoor and outdoor shower/toilet/bathtub/vanity area:<br><br>1. Inspect overall cleanliness – free of dust, no stain, spider web, etc<br>2. All tile is clean, no stain<br>3. Cold and hot water are functioning<br>4. All drainage is clean, free of odors, no hair inside<br>5. Glass door, sliding door, towel hook, vanity mirror, shower head, faucet, toilet seat and automatic control unit are clean and functioning<br>6. Landscape is in good condition<br>

  Yes

  No

  N/A

• Vanity: Hand Soap Bar (1), Body Lotion (1), Aloe Vera Gel (1), Insect Repellent (1), Water bottle (2), Tissue Box Ceramic (1), Hairdryer (1), Slippers (2), Hand Towel (4), Bath Towel (2), Face Towel (4)<br><br>Standard position: Face towel (2 right, 2 left on top of vanity); Hand towel (under vanity), bath towel (2 in the middle of hand towel, under vanity); Slippers under vanity table<br><br>Indoor Shower: Bath Gel (1), Shampoo (1), Conditioner (1), Bath Mat (1)<br><br>Outdoor Shower: Bath Gel (1), Shampoo (1), Conditioner (1)<br><br>Bathtub Area: Shower Cap (2), Comb (2), Tooth Brush (2), Vanity Kit (1), Razor (1), Sewing Kit (1), Nail File (1), Candle (1), Bamboo Soap Loofah (1), Bath Salt (1), Matches (1), Bath Mat (1), Pool Towel/Bath Sheet (2), Yoga Bag and Mat (1), Little Ibu Doll (1)<br><br>Toilet: Tissue Roll (2), Sanitary Bag (2)

  Yes

  No

  N/A

• Curtain stick / Curtain rail / Curtain is clean and in good condition, functioning properly

  Yes

  No

  N/A

• Chromium in bathroom well-polished in good condition

  Yes

  No

  N/A

• All trash can is emptied and in good condition

  Yes

  No

  N/A

• Bathtub – surface, wooden rack, drain, shower head is clean and functioning

  Yes

  No

  N/A

• Additional Comments

LQA: In-Villa Dining

• Was the telephone answered within 3 rings or 10 seconds with appropriate greeting?

  Yes

  No

  N/A

• 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?

  Yes

  No

  N/A

• Was the background free of any noise or disturbances (i.e.makes the conversation difficult to hear or causes a distraction)?

  Yes

  No

  N/A

• Was the employee able to answer any questions with regard to the menu and its ingredients?

  Yes

  No

  N/A

• Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?

  Yes

  No

  N/A

• Did the employee accommodate any reasonable off menu requests?

  Yes

  No

  N/A

• If a hot or cold dessert was ordered, did the employee offer the guest the option of serving it upon completion of the main course?

  Yes

  No

  N/A

• Did the employee ascertain the number of people dining?

  Yes

  No

  N/A

• Did the employee repeat the order either during or at the end of the call?

  Yes

  No

  N/A

• Did the employee advise delivery time?

  Yes

  No

  N/A

• In the case of digital orders (e.g. iPad, via television, etc.) was the facility easy to use and was the correct order delivered on time?

  Select Yes No N/A

  • Yes
  • No
  • N/A

• Did the order taker suggest a starter and/or side order that was appropriate to the order?

  Yes

  No

  N/A

• Did the order taker offer beverages (e.g. wine, beer, soft drink, coffee, etc.) with the meal?

  Yes

  No

  N/A

• Did the order taker suggest dessert with the meal?

  Yes

  No

  N/A

• 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).

  Yes

  No

  N/A

• If an estimated delivery time was given, was the order served within 5 minutes of the stated time?

  Yes

  No

  N/A

• Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before entering the room?

  Yes

  No

  N/A

• If a newspaper was on the door did the employee bring it in with the tray?

  Yes

  No

  N/A

• Did the employee ask where the guest would like the tray/trolley to be placed?

  Yes

  No

  N/A

• Did the employee secure the table leaf and set the table?

  Yes

  No

  N/A

• Did the employee position the chairs accordingly?

  Yes

  No

  N/A

• Did the employee make every effort to ensure the guest was comfortable?

  Yes

  No

  N/A

• Did the employee offer to pour the beverages, remove the cloche/s and stancap/s as applicable?

  Select Yes No N/A

  • Yes
  • No
  • N/A

• Did the employee confirm the order and was it correct and complete?

  Yes

  No

  N/A

• Did the employee inform the guest of tray/trolley collection procedures or was a tray removal card present?

  Yes

  No

  N/A

• Was the bill clearly itemized and correct and was it promptly presented and collected?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• If tray/trolley removal was requested, was it collected within 10 minutes for urban hotels and 15 minutes for resort hotels?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did the employee display a high level of confidence when carrying out his/her duties?

  Yes

  No

  N/A

• Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?

  Yes

  No

  N/A

• Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (i.e. guest should not have to request service at any point)?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Was the menu/wine list clean, in good repair, grammatically correct and easy to read?

  Yes

  No

  N/A

• If special dietary requirements were provided at any point during stay, were they automatically acknowledged?

  Yes

  No

  N/A

• Was the food presented in an appealing manner and did it directly resemble its description from the menu?

  Select Yes No N/A

  • Yes
  • No
  • N/A

• Was the food fresh and of good flavor?

  Yes

  No

  N/A

• Was the texture of the food appropriate?

  Yes

  No

  N/A

• Was the food cooked as requested and served at the correct temperature?

  Yes

  No

  N/A

• Were portions of acceptable/generous size?

  Yes

  No

  N/A

• Were at least two fresh juices available?

  Yes

  No

  N/A

• Were breads/bakery items of excellent quality?

  Yes

  No

  N/A

• Was the room service tray/trolley clean and in good repair?

  Yes

  No

  N/A

• Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?

  Yes

  No

  N/A

• Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?

  Yes

  No

  N/A

• Was the butter fresh and well presented (i.e. no blister packs but premium wrapped butters acceptable)?

  Yes

  No

  N/A

• Were salt and pepper cruets available and if so were they clean and full?

  Yes

  No

  N/A

• Was a fresh floral/table decoration present?

  Yes

  No

  N/A

• Was all paper/foil wrapping removed before entering the room?

  Yes

  No

  N/A

• Were the appropriate condiments/sauces served with the meal and were they decanted into the appropriate dishes or in miniature form?

  Yes

  No

  N/A

• Were milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea?

  Yes

  No

  N/A

• In the case of breakfast was there a minimum of three different preserves available (honey is acceptable)?

  Yes

  No

  N/A

LQA: Restaurant

Reservation

• Was the telephone answered within 3 rings or 10 seconds with appropriate greeting?

  Yes

  No

  N/A

• Did the employee obtain the guest's name and use the caller's name at least once during the conversation?

  Yes

  No

  N/A

• Did the employee obtain the number of people dining, the dining time and the telephone/room number?

  Yes

  No

  N/A

• Did the employee repeat and confirm the details?

  Yes

  No

  N/A

• Did the employee enquire if the reservation was for a special occasion and if the caller had any special requirements?

  Yes

  No

  N/A

• Did the call end with the employee offering a warm and sincere closing?

  Yes

  No

  N/A

Arrival / Seating

• Was the guest greeted or acknowledged within 30 seconds upon entering the restaurant?

  Yes

  No

  N/A

• If the guest was kept waiting did the employee acknowledge this and apologize for the delay?

  Yes

  No

  N/A

• Did the employee seat the guest within 1 minute of their arrival at a fully laid table or if the restaurant was full, communicate how long it would be and then provide the table within 5 minutes of this timeframe or earlier?

  Yes

  No

  N/A

• Did the employee offer seating assistance and remove covers if necessary?

  Yes

  No

  N/A

• Did the employee present the menu/wine list?

  Yes

  No

  N/A

• Where restaurant lighting was dimmed, was alternative lighting source provided for the menu (e.g. menu light)?

  Yes

  No

  N/A

• In the case of al fresco dining, was a pashmina/blanket/direct heating facility offered in cool conditions?

  Yes

  No

  N/A

• In the case of a single diner, was a newspaper/reading material offered (applicable to all day dining venues only)?

  Yes

  No

  N/A

Service

• Did an employee greet the guest within 2 minutes of seating?

  Yes

  No

  N/A

• Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.) and/or any items that were not available?

  Yes

  No

  N/A

• Was a pre-meal drink offered?

  Yes

  No

  N/A

• Did the waiter automatically suggest mineral water and ascertain the guest's preference (i.e. still/sparkling)?

  Yes

  No

  N/A

• Was the food and beverage order taken within 10 minutes of menu being offered?

  Yes

  No

  N/A

• Was the waiter able to answer any questions with regard to the menu and its ingredients?

  Yes

  No

  N/A

• Did the employee accommodate any reasonable off menu requests?

  Yes

  No

  N/A

• Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?

  Yes

  No

  N/A

• Did the waiter automatically suggest a starter and side orders (if applicable) for each guest?

  Yes

  No

  N/A

• Were bread/rolls served if applicable to the type of cuisine?

  Yes

  No

  N/A

• Did the employee/sommelier have good product knowledge with regard to the wines/beverages and did he/she recommend a suitable wine to accompany the meal?

  Yes

  No

  N/A

• Was the correct drinks order served within 5 minutes of order?

  Yes

  No

  N/A

• Were drinks served and cleared using a tray?

  Yes

  No

  N/A

• Was the starter served within 15 minutes of order or previous course (e.g. amuse bouche), unless the employee advised of an expected delay due to preparation times?

  Yes

  No

  N/A

• Was the main course served within 20 minutes of starter/previous course (e.g. amuse bouche) being removed or within 30 minutes if no starter was ordered, unless the employee informed the agent of an expected delay?

  Yes

  No

  N/A

• Were all plated items served with as little disruption to the guest as possible?

  Yes

  No

  N/A

• Was the correct order served to each guest without any prompting required?

  Yes

  No

  N/A

• Were all appropriate condiments/sauces offered and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)?

  Yes

  No

  N/A

• Did the waiter automatically offer an additional bottle of wine/water upon completion of the first?

  Yes

  No

  N/A

• Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal?

  Yes

  No

  N/A

• Did the waiter remove side plate, side knife, butter and cruets and then crumb down the table on completion of the main course in the case of a formal restaurant?

  Yes

  No

  N/A

• Did the waiter automatically offer desserts, either verbally or by presenting the menu?

  Yes

  No

  N/A

• Was the dessert served within 10 minutes of the order being taken unless the employee informed the guest of an expected delay?

  Yes

  No

  N/A

• Did the waiter automatically offer coffee/tea and clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.)?

  Yes

  No

  N/A

• Was the coffee/tea served within 5 minutes of order?

  Select Yes No N/A

  • Yes
  • No
  • N/A

• Was milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea?

  Yes

  No

  N/A

• In the case of a formal restaurant, did the waiter suggest dessert wine and/or post-meal drinks?

  Yes

  No

  N/A

• Did an employee visit the table to ascertain at any point if service was satisfactory?

  Yes

  No

  N/A

• Was the bill clearly itemized and correct and was it promptly presented and collected?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Wine/Beverage Service

• Did the waiter present the wine to the guest and open the bottle at the table?

  Yes

  No

  N/A

• Did the waiter pour a small amount of wine for the guest to sample and upon confirmation that it was satisfactory, fill the glass accordingly?

  Yes

  No

  N/A

• Was red wine served at room/appropriate temperature and white/rosé wine chilled?

  Yes

  No

  N/A

• Did the waiter top up the glass as required?

  Yes

  No

  N/A

• Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of canned, bottled or mixed drinks (not applicable to cocktails)?

  Yes

  No

  N/A

• Did the waiter offer an additional beverage within 2 minutes of drink being empty?

  Yes

  No

  N/A

• Employee – Behavioral Standards

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did the employee display a high level of confidence when carrying out his/her duties?

  Yes

  No

  N/A

• Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?

  Yes

  No

  N/A

• Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (i.e. guest should not have to request service at any point)?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Menu and Food

• Was the menu/wine list clean, in good repair, grammatically correct and easy to read?

  Yes

  No

  N/A

• If special dietary requirements were provided at any point during stay, were they automatically acknowledged?

  Yes

  No

  N/A

• Was the food presented in an appealing manner and did it directly resemble its description from the menu?

  Yes

  No

  N/A

• Was the food fresh and of good flavor?

  Yes

  No

  N/A

• Was the texture of the food appropriate?

  Yes

  No

  N/A

• Was the food cooked as requested and served at the correct temperature?

  Yes

  No

  N/A

• Were portions of acceptable/generous size?

  Yes

  No

  N/A

• Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?

  Yes

  No

  N/A

Table Layout / Restaurant

• Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)?

  Yes

  No

  N/A

• Were all tables in the restaurant consistently laid up and promptly cleared when guests depart (i.e. within 10 minutes)?

  Yes

  No

  N/A

• Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?

  Yes

  No

  N/A

• Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?

  Yes

  No

  N/A

• Was the butter fresh and well presented (i.e. no blister packs but premium wrapped butters acceptable)?

  Yes

  No

  N/A

LQA: Spa Treatment

Reservation

• Was the guest greeted or acknowledged within 30 seconds upon entering the spa or if a booking was made by telephone was the call answered within 3 rings with an appropriate greeting?

  Yes

  No

  N/A

• Did the employee clarify the exact treatment required (i.e. type, duration)?

  Yes

  No

  N/A

• Did the employee confirm therapist gender at the time of booking and was this adhered to?

  Yes

  No

  N/A

• If asked, was the reception employee knowledgeable about the treatments and spa facilities?

  Yes

  No

  N/A

• Did the employee obtain the guest's name and room/contact number and repeat details of the booking?

  Yes

  No

  N/A

• Was a confirmation subsequently received and did it include spa etiquette and cancellation policy?

  Yes

  No

  N/A

• Did the employee advise the guest to arrive early to use the amenities prior to their treatment, where applicable?

  Yes

  No

  N/A

Arrival

• When entering the spa was there a sense of arrival that was calm and serene (e.g. through light, sound and scent)?

  Yes

  No

  N/A

• Was there a designated receptionist present upon arrival?

  Yes

  No

  N/A

• Did the employee confirm the guest's appointment details (i.e. type and length of treatment)?

  Yes

  No

  N/A

• For first time visitors did the employee escort the guest to the changing rooms and explain the layout and facilities?

  Yes

  No

  N/A

• Were appropriate size bathrobes and slippers provided and were they clean and in good condition?

  Yes

  No

  N/A

• During the arrival process was the guest made aware of how he/she should be attired for the selected treatment?

  Yes

  No

  N/A

• Did the employee advise the guest of the sequence of events (i.e. where to go once changed)?

  Yes

  No

  N/A

• In the case of a first time guest, did the employee present a health form?

  Yes

  No

  N/A

Treatment

• Was the service provider available as per the booking time and if not was an apology offered?

  Yes

  No

  N/A

• Did the service provider greet the guest and introduce herself/himself?

  Yes

  No

  N/A

• Did the service provider reconfirm the type of treatment booked?

  Yes

  No

  N/A

• Did the service provider review and discreetly confirm medical conditions or areas that require attention prior to the treatment? <br><br>

  Yes

  No

  N/A

• Was the guest given a choice of oil/scent to be used during the treatment, where appropriate?

  Yes

  No

  N/A

• Was privacy given during disrobing and the treatment?

  Yes

  No

  N/A

• Was there evidence of proper sanitation procedures taking place prior to the treatment (i.e. service provider either seen washing their hands or verbally advising guest that they have done so)?

  Yes

  No

  N/A

• Did the service provider ensure that the guest was comfortable and that the room temperature was acceptable before commencing with the treatment?

  Yes

  No

  N/A

• 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?

  Yes

  No

  N/A

• Was an eye pad/face towel offered when guest turned on to their back(n/a for facials)?

  Yes

  No

  N/A

• Was the guest appropriately covered with towels or sheets?

  Yes

  No

  N/A

• In the case of a massage did the service provider confirm that the pressure was comfortable for the guest?

  Yes

  No

  N/A

• Was the treatment free of any interruptions and outside noise?

  Yes

  No

  N/A

• Did the service provider ask the guest if they wanted music played and if this was agreed, was it played at an appropriate level?

  Yes

  No

  N/A

• Did the treatment begin and end on time and last for the full duration?

  Yes

  No

  N/A

• Upon completion of the treatment, did the service provider ascertain the guest's satisfaction?

  Yes

  No

  N/A

• Was a choice of beverage offered upon completion of the treatment or available in the relaxation room?

  Yes

  No

  N/A

• Was the guest escorted back to the lounge, changing/locker room or reception area and thanked?

  Yes

  No

  N/A

• Did the treatment received reflect what was advertised?

  Yes

  No

  N/A

• Was the treatment room clean and well presented with all of the linen/towels clean and in excellent condition?

  Yes

  No

  N/A

• Was the bill clearly itemized and correct and was it promptly presented and collected?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Employee – Behavioral Standards

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did the employee display a high level of confidence when carrying out his/her duties?

  Yes

  No

  N/A

• Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?

  Yes

  No

  N/A

• Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (i.e. guest should not have to request service at any point)?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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