PUBLIC AREAS LQA 2020

Title Page

EXTERIOR/GROUNDS:

Was the exterior of the hotel well maintained and luxurious in its presentation?
Was the driveway easily accessible with either parking or a valet system present?
Was the drop off area covered, well lit and free of obstruction or in the case where there was insufficient cover provided, did the doorman automatically shield arriving guests with an umbrella in wet weather conditions?
Was all landscaping well-tended and free of debris?

Was the hotel lobby luxurious in design and fresh in appearance?
Was the flooring 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?
Were the wall surfaces well maintained and enhanced with severaldesign elements (i.e. wood baseboards, ceiling trim, soft wallcoverings, wood panelling, etc.)
Were all reception/concierge/guest services desks tidy in appearance?
Was all furniture clean, well maintained and of a high quality (i.e. solidwood, upscale fabrics, etc.)?
Were attractive fresh, floral arrangements/live plants present in the lobby area?
Was the lobby well illuminated and was all lighting in good working order?
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)?
If music was played, was it appropriate for the venue/ambiance and was it played at a pleasant level?
Was there adequate, clearly visible good quality signage?
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.)?
Were the shops/showcases clean and well maintained in their presentation?

Was the restaurant/bar flooring clean and in good repair?
Were the restaurant/bar wall/ceiling surfaces well maintained and scuff free?
Were all windows and curtains clean and well maintained?
Were the restaurants/bars sufficiently lit and was all lighting in good working order?
Were the tables and chairs well maintained and the chair fabrics clean and in good repair?

Were the corridors luxurious, consistent in design and fresh in appearance?
Was the flooring 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?
Were the wall/ceiling surfaces well maintained and enhanced with severaldesign elements (i.e. wood baseboards, ceiling trim, soft wallcoverings, wood panelling, etc.)
Were all windows and curtains clean and well maintained?
Were the corridors/pathways/stairways well lit and was all lighting in good working order?
Was all furniture clean, well maintained and of a high quality (i.e. solidwood, upscale fabrics, etc.)?
Was all hotel signage adequate, clean and in good repair?
Were the room service trays/trolleys/operating equipment regularly cleared from the floors?

Were the restrooms luxurious in design, fresh in appearance and well ventilated (i.e. free of any unpleasant odors)?
Was the flooring and vanity finished in high quality marble, stone or granite and was it in good repair?
Was all wall paper/tiles/paintwork free of any holes/chips/scuffs?
Were the cubicles of good quality (i.e. solid wood) and well maintained with coat hooks present?
Were the restrooms well lit and was all lighting in good working order?
Were the toilets, urinals and sinks clean and in good working order/repair?
Were the urinals separated by partitions and did they have automaticflushing mechanisms?
Were liquid soap and hand lotion dispensers available at the sink?
Were sufficient good quality hand towels available (i.e. cloth or heavy ply paper variety)?
Was a fresh floral arrangement or plant or plant decoration present (i.e. bamboo display)?

Were the elevators decorated to a luxurious standard?
Were all elevators clean and well maintained (i.e. flooring, walls, lighting) and in good working order?
Did the employees refrain from using the guest elevators to deliver luggage/room service/housekeeping supplies?

Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
Did the employee display a high level of confidence when carrying out his/her duties and/or knowledgeable when answering questions about other hotel facilities or immediately offer to find out the information required?
Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
Did employees maintain alert postures and respect the guest's presence when interacting with each other?