This Service Quality Assessment is designed to assess the satisfaction level of Lounge / Aerotel / F&B Outlets from the perspective of a guest. The report consists of six main categories: "Environment", "Facilities & Services", "Food & Beverage", "Grooming & Appearance", "Customer Service" and "Core Values & Brand Promises".
Participants is required to conduct the Service Quality Assessment by using this form by and submit to L&D for overall performance report consolidation and take follow-up actions.
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Title Page
Conducted on
Prepared by
Location
Person in Charged (PIC)
Assessed by
Reviewed by
Score Sheet
A. Environment
Cleanliness
Lighting
Background Music
Temperature
Sense
Comments
B. Facilities & Services
Seating Area
Dining Area
Private Resting Area
Entertainment (inc. TV, Newspaper, Magazine)
Wi-Fi / Internet Connection
Flight Information Display System
Washroom (inc. Serving Equipment)
Shower Facilities (inc. Serving Equipment)
Massage Room (inc. Serving Equipment)
Bedroom Condition (inc. Serving Equipment)
Comments
C. Food & Beverage
Food
Temperature
Taste
Presentation
Variety
Serving Equipment (i.e. Cutlery, Napkin, Tray)
Beverage
Temperature
Taste
Presentation
Variety
Serving Equipment (i.e. Straw, Spoon, Stirrer)
Alcoholic drinks
Temperature
Taste
Presentation
Variety
Serving Equipment (i.e. Glass, Straw, Stirrer)
Plaza Premium First (PPF) only
Welcome Tour - PPF Introduction
Warm Towels
Welcome Drinks
A la carte Service
F&B Knowledge
Serving Dish Sequence
Comments
D. Grooming & Appearance
Grooming (Uniform)
Appearance (i.e. Hair, Make-up, Nail)
Accessories
Deportment
Gesture / Posture
Comments
E. Customer Service
Smiling
Greeting
Lounge Check-in
Verbiage
Attitude
Work Knowledge
Efficiency
Response to Guests
Language Proficiency
Farewell
Comments
F. Core Values & Brand Promises
Excellent Service
Teamwork
Innovation
Comfort
Convenience
Value
Love & Care
Comments
Joanne Lee Yee Lin
Service Quality Assessment Form
This Service Quality Assessment is designed to assess the satisfaction level of Lounge / Aerotel / F&B Outlets from the perspective of a guest. The report consists of six main categories: "Environment", "Facilities & Services", "Food & Beverage", "Grooming & Appearance", "Customer Service" and "Core Values & Brand Promises".
Participants is required to conduct the Service Quality Assessment by using this form by and submit to L&D for overall performance report consolidation and take follow-up actions.
The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions.
The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice.
You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction.
You should independently determine whether the template is suitable for your circumstances.
