LQA Benchmark Standards

HOTEL EMOTIONAL EMOTIONAL
LQA BENCHMARK 2020 UPDATED % SCORE DESCRIPTOR RATING
FRONT OFFICE
RESERVATIONS 0.0%
CHECK IN 0.0%
CHECK OUT 0.0%
PORTER/DOORMAN – ARRIVAL 0.0%
PORTER/DOORMAN – DEPARTURE 0.0%
GUEST SERVICES/CONCIERGE 0.0%
FRONT OFFICE OVERALL 0.0% 0.00

HOUSEKEEPING
HOUSEKEEPING ARRIVAL 0.0%
TURNDOWN 0.0%
SERVICING 0.0%
LAUNDRY 0.0%
HOUSEKEEPING OVERALL 0.0%

FOOD AND BEVERAGE
BREAKFAST – (RESTAURANT NAME) 0.0%
RESTAURANT – (RESTAURANT NAME) 0.0%
BUFFET – (RESTAURANT NAME) 0.0%
LIGHT MEALS – (OUTLET NAME) 0.0%
DRINKS SERVICE – (OUTLET NAME) 0.0%
IN-ROOM DINING – (MEAL PERIOD) 0.0%
FOOD AND BEVERAGE OVERALL 0.0% 0.00

PRODUCT
THE ROOM – PRODUCT & FACILITIES 0.0%
PUBLIC AREAS – PRODUCT 0.0%
FITNESS FACILITIES 0.0%
PRODUCT OVERALL 0.0%

OTHER
TRANSPORT 0.0%
SPA TREATMENT 0.0%
OTHER OVERALL 0.0% 0.00

HOTEL OVERALL 0.0% 0.00
0.0%
LHW BRANDING STANDARDS 0.0%
DIGITAL RESERVATIONS 0.0%
SWITCHBOARD – WAKE UP CALL 0.0%
BACK OF HOUSE 0.0%
GUEST SECURITY 0.0%
SUSTAINABILITY 0.0%
HYGIENE 0.0%
Page 1
© LQA 2020
RESERVATIONS LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
STANDARD CLASSIFICATION MEET BELOW N/A
RESERVATION - STANDARDS:
1 Was the telephone answered within 3 rings or 10 seconds with an appropriate EFFICIENCY
greeting?
2 If the caller is put on hold, did the employee ask permission to do so, and did it EFFICIENCY
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 SERVICE
conversation difficult to hear or causes a distraction)?
4 Did the employee obtain all of the guests' and their children's names (if SERVICE
applicable) and clarify spelling where required?
5 SERVICE
Did the employee clarify if the caller had stayed before?
Did the employee clarify the purpose of the visit (e.g. special occasion,
6 EFFICIENCY
business, etc.)?
SALES
7
Were a minimum of two room types/rates offered? OPPORTUNITY
SALES
8 Did the employee attempt to 'right sell' (i.e. offer rooms suitable to the OPPORTUNITY
individual guest's needs) by offering a higher room category and/or package
and highlighting its benefits (e.g. size, view, amenities, etc.) and if the
requested dates were unavailable were alternative dates/properties offered?
9 Did the employee clearly state the room rate and what it included/excluded (i.e. SERVICE
any additional fees)?
10 If the caller was offered the option to join a loyalty club/marketing mailing list, EFFICIENCY
was the guest's choice adhered to?
11 SERVICE
Did the employee obtain the caller's telephone number?
12 SERVICE
Did the employee obtain the caller's e-mail address?
13 EFFICIENCY
Did the employee advise on payment options and explain payment terms?
Did the employee explain the cancellation policy and if applicable, the
14 SERVICE
deposit policy?
15 Did the employee ascertain the expected time of arrival and advise the check in EFFICIENCY
time (in the case where the guest was an early arrival)?
16 Did the employee clarify if the guest had any personal preferences (e.g. bed SERVICE
preference, smoking preference)?
SALES
17 Did the employee ascertain if the caller required any transport arrangements OPPORTUNITY
(e.g. car transfer, directions etc.)?
SALES
18 Did the employee offer any assistance with other bookings (e.g. offer to make a OPPORTUNITY
dinner or spa reservation)?
19 Did the employee repeat and confirm all details of the reservation during or at EFFICIENCY
the end of the call (i.e. dates of the stay, room type, rate)?
20 SERVICE
Did the employee offer a reservation number or booking reference?
Did the employee offer a sincere farewell at the end of the conversation and
21 SERVICE
show appreciation?
THE EMPLOYEE - BEHAVIOURAL STANDARDS:
EMOTIONAL
22 Was the employee’s speech clear and use of English satisfactory, enabling INTELLIGENCE
engagement in two-way conversation with the guest?
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© LQA 2020
RESERVATIONS LQA
SCORE 0.0%
DATE AND TIME:
The employee - behavioural standards continued…
PERFORMANCE
EMOTIONAL
23 INTELLIGENCE
Did the employees engage in a well-paced, natural (non-scripted, jargon/slang
free), friendly and interested manner?
Did the employee use the caller's name naturally and discreetly without EMOTIONAL
24
overusing it? INTELLIGENCE
Did the employee display a high level of confidence when carrying out his/her EMOTIONAL
25 INTELLIGENCE
duties and/or was he/she knowledgeable when answering questions about other
the hotel facilities or immediately offer to find out the information required?
EMOTIONAL
26 INTELLIGENCE
Was service anticipatory/intuitive with the employee thinking ahead to act on
future needs/opportunities of the guest?
EMOTIONAL
27
Did the employee adapt to a changing situation and/or guest's need? INTELLIGENCE
Did the employee make every effort to meet the caller's requests or offer a EMOTIONAL
28
suitable alternative? INTELLIGENCE
Did an employee personalize the interaction in any way and engage the caller EMOTIONAL
29
as an individual? INTELLIGENCE
EMOTIONAL
30 Did employees collaborate seamlessly to ensure service was organized and INTELLIGENCE
professional without being intrusive or repetitive?
EMOTIONAL
31 INTELLIGENCE
Did the employee actively listen, avoid interrupting and give the caller their
undivided attention (i.e. the caller should not have to repeat themselves)?
EMOTIONAL
32 Where applicable, did the employee display self-control and empathy in INTELLIGENCE
challenging interactions and offer a suitable alternative/resolution?
PRODUCT - CONFIRMATION:
Did the employee offer to send a confirmation and was it received within two
33 EFFICIENCY
hours of the call (i.e. if call was made during the hotel's business hours), with
the hotel/group logo and reservations/hotel contact number present and was all
information within the confirmation correct?
TOTAL NUMBER OF STANDARDS : MEET BELOW N/A
33 0 0 0
0.0%
RESERVATIONS - PRIMARY EMOTION

My primary emotion was:
EMOTIONAL EXPERIENCE
Completely engaged; exceptional emotional experience
Pampered, Special, Indulged
5
Positively engaged; positive emotional experience
Delighted, Appreciated, Individual
4
Engaged; minimal emotional experience
Respected, Understood, Content
3
Dissatisfied with emotional engagement
Disinterested, Disconnected, Disappointed
2
Extremely dissatisfied with emotional experience
Ignored, Stressed, Frustrated
1
Scale: 5 = extremely satisfied, 1 = extremely dissatisfied
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RECEPTION CHECK IN LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
CHECK IN - STANDARDS:
Was the guest offered assistance immediately or if a queue was present was
1 EFFICIENCY
he/she positively acknowledged with hand or facial gestures within 30 seconds
of approaching the desk and offered assistance within 1 minute?
2 Did complete registration process take no more than 10 minutes from the time EFFICIENCY
of joining the queue for a city hotel and 15 minutes for a resort property?
Was the room type, special requests (e.g. newspapers, bed preference, smoking
3 EFFICIENCY
preference), pre-arranged bookings and departure date reconfirmed and were
all details correct?
4 EFFICIENCY
Was the room ready by the advertised check in time?
If the room was not ready on arrival, did the employee offer the guest access to
5 the hotel's facilities (e.g. luggage storage, restaurants, fitness center, spa, SERVICE
changing rooms, room charge facility, Wi-Fi, etc.) and was guest advised of
estimated time that the room would be ready and kept informed accordingly
(e.g. via mobile, in person) with the room provided by the estimated time?
In the case of a first time guest, did the employee (receptionist, porter, butler)
6 offer a brief orientation to the hotel by pointing out a minimum of two key hotel SERVICE
facilities (e.g. location of breakfast restaurant, fitness center, spa, business
center, etc.)?
7 SERVICE
Did the employee offer porterage assistance?
8 Did the employee escort the guest to the room (or offer to) and if this was done SERVICE
by a second employee, was that employee introduced to the guest?
9 If an escort to the room was not offered or declined, did the employee provide SERVICE
directions to the elevators and allocated room?
10 SERVICE
show appreciation?
Were employees well groomed and neatly presented in clean, well fitted
EMOTIONAL
11 uniforms including clean masks (where applicable) and, if applicable, wearing INTELLIGENCE
name badges, resulting in a positive first impression?
Was the employee’s speech clear and use of English satisfactory, enabling
EMOTIONAL
12 engagement in two-way conversation with the guest (intelligently fair approach INTELLIGENCE
given some limitations due to face masks)?
Did the employees engage in a well-paced, natural (non-scripted, jargon/slang EMOTIONAL

13 INTELLIGENCE
free), friendly and interested manner (intelligently fair approach given some
limitations due to face masks)?
Did the employee use the guest's name naturally and discreetly without EMOTIONAL
14
15 INTELLIGENCE
EMOTIONAL
16 INTELLIGENCE
EMOTIONAL
17
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© LQA 2020
RECEPTION CHECK IN LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
Did the employee make every effort to meet the guest's requests or offer a EMOTIONAL
18
Did an employee personalize the interaction in any way and engage the guest EMOTIONAL
19
EMOTIONAL
EMOTIONAL
21 INTELLIGENCE
Did the employee actively listen, avoid interrupting and give the guest their
undivided attention (i.e. the guest should not have to repeat themselves)?
EMOTIONAL
22 Did employees maintain alert postures and respect the guest's presence when INTELLIGENCE
interacting with each other?
EMOTIONAL

23 0 0 0
0.0%
RECEPTION CHECK IN - PRIMARY EMOTION

5
4
3
2
1
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© LQA 2020
RECEPTION CHECK OUT LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
CHECK OUT - STANDARDS:
1 EFFICIENCY
he/she positively acknowledged with hand or facial gestures within 30 seconds
of approaching the desk and offered assistance within 1 minute?
Did complete check out take no more than 10 minutes from the time of joining
2 EFFICIENCY
the queue?
3 Did the employee provide an opportunity for the guest to verify charges (e.g. SERVICE
print folio, display on screen)?
4 EFFICIENCY
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 EFFICIENCY
readily available and were any incorrect charges quickly and discreetly removed?
6 Did the employee clarify the method of payment and then complete the EFFICIENCY
transaction in a quick and efficient manner?
7 If the folio was offered via email was it delivered within 2 hours of check out SERVICE
unless advised of an expected delay, and/or if the folio was printed was it neatly
presented in a billfold/envelope?
8 Did the employee offer assistance with luggage and onward transport or SERVICE
reconfirm any pre-arranged transport?
9 SERVICE
Did the employee ask at any point if the guest had enjoyed their stay?
10 Did the employee show appreciation (e.g. thank guest) for the guest's business SERVICE
and extend an invitation to return?
11 SERVICE
Did the employee offer a sincere farewell at the end of the conversation?
EMOTIONAL
EMOTIONAL

14 INTELLIGENCE
15
16 INTELLIGENCE
EMOTIONAL
17 INTELLIGENCE
EMOTIONAL
18
19
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© LQA 2020
RECEPTION CHECK OUT LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
20
EMOTIONAL
EMOTIONAL
22 INTELLIGENCE
EMOTIONAL
EMOTIONAL

24 0 0 0
0.0%
RECEPTION CHECK OUT - PRIMARY EMOTION

5
4
3
2
1
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© LQA 2020
PORTER/DOORMAN ARRIVAL LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
ARRIVAL - DOORMAN - STANDARDS:
1 Was a porter/doorman present on arrival and if he was busy did he positively EFFICIENCY
acknowledge the guest with hand or facial gesture?
2 SERVICE
Did the employee offer assistance opening car doors on arrival?
Did the employee welcome the guest to the hotel using the hotel
3 SERVICE
name?
Did the employee offer assistance with luggage and confirm the number of
4 SERVICE
pieces?
Did the employee open hotel entrance door for the guest (unless automated or
5 SERVICE
revolving door)?
6 If arrival by car, did the employee offer to valet the car, give instructions on SERVICE
how to call for the car and provide a car collection ticket?
Did an employee escort the guest to reception, whilst practicing physical

7 SERVICE
distancing, and introduce him/her by name to the receptionist or use technology
(i.e. microphone/headpiece) to pass on the guest's name?
8 SERVICE
If not, did the employee offer directions to the reception desk?
Was the guest's luggage attended to at all times in public areas, once in the
9 SERVICE
care of an employee?
ARRIVAL - PORTER - FUNCTIONAL STANDARDS:
Was the correct luggage either present in the room on arrival or delivered within
10 EFFICIENCY
10 minutes of the guest's arrival to the room for an urban hotel and 15 minutes
for a resort hotel?
Did the employee knock on the door/ring the doorbell and if required wait 10
11 SERVICE
seconds, and then knock on the door/ring the doorbell again and announce their
department before asking to enter the room?
Did the employee offer to place the luggage on to the luggage rack/bench in the
12 SERVICE
correct position (i.e. zipper facing the guest) and if a rack was not available did
the employee offer to get one?
13 SERVICE
Did the employee offer to hang the guest's coat (if applicable) and suit carrier?
In the case of a first time guest, did the employee (receptionist, porter, butler)
14 SERVICE
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.)?
15 Did the employee (receptionist or porter) offer a specific service before SERVICE
departing (e.g. pressing, coffee/tea, etc.)?
In the case where the guest had to wait for his room, was the luggage placed
16 EFFICIENCY
into the room prior to his/her arrival?
17 SERVICE
show appreciation?
EMOTIONAL
EMOTIONAL
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© LQA 2020
PORTER/DOORMAN ARRIVAL LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE

20 INTELLIGENCE
21
22 INTELLIGENCE
EMOTIONAL
23 Was service anticipatory/intuitive with the employee thinking ahead to act on INTELLIGENCE
EMOTIONAL
24
25
26
EMOTIONAL
EMOTIONAL
28 INTELLIGENCE
EMOTIONAL
EMOTIONAL
TOTAL NUMBER OF STANDARDS: MEET BELOW N/A
30 0 0 0
0.0%
PORTER/DOORMAN ARRIVAL - PRIMARY EMOTION

5
4
3
2
1
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© LQA 2020
PORTER/DOORMAN DEPARTURE LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
PORTER'S DEPARTURE - STANDARDS:
1 Was the telephone answered within 3 rings or 10 seconds with an EFFICIENCY

appropriate greeting?
Was luggage collected from the room within 8 minutes of request for an urban
2 EFFICIENCY
hotel and 15 minutes for a resort hotel or within 5 minutes of pre-requested
time?
3 SERVICE
4 Did the employee offer to retrieve the guest's car, arrange onward SERVICE
transportation or confirm pre-arranged transportation?
Did the employee confirm the number of pieces to be collected or arrive to the
5 SERVICE
room with a trolley?
Was the guest's luggage attended to at all times in public areas, once in the
6 SERVICE
care of an employee?
DOORMAN DEPARTURE - FUNCTIONAL STANDARDS:
7 Did the employee pack the guest's luggage into the transport and confirm the SERVICE
number of luggage pieces at the point of departure?
8 SERVICE
Did the employee offer car door assistance?
9 SERVICE
show appreciation?
EMOTIONAL
EMOTIONAL

12 INTELLIGENCE
13
14 INTELLIGENCE
EMOTIONAL
15 INTELLIGENCE
EMOTIONAL
16
17
18
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© LQA 2020
PORTER/DOORMAN DEPARTURE LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
EMOTIONAL
EMOTIONAL
20 INTELLIGENCE
EMOTIONAL
EMOTIONAL

22 0 0 0
0.0%
PORTER/DOORMAN DEPARTURE - PRIMARY EMOTION

5
4
3
2
1
Page 11
© LQA 2020
GUEST SERVICES/CONCIERGE LQA
SCORE 0.0%
DATES:
PERFORMANCE
GUEST SERVICES/CONCIERGE - STANDARDS:
1 Was the telephone answered within 3 rings or 10 seconds with an appropriate EFFICIENCY
greeting?
3 Was the background free of any noise or disturbances (i.e. makes the SERVICE
conversation difficult to hear or causes a distraction)?
4 EFFICIENCY
he/she positively acknowledged with hand or facial gestures within 1 minute of
approaching the desk and offered assistance within 2 minutes?
5 EFFICIENCY
Did the employee ask questions to fully understand the guest's needs?
6 Did the employee display first-hand knowledge and local expertise by offering EFFICIENCY
suitable and thorough recommendations based on the information provided?
If a restaurant recommendation was requested, did the employee ascertain the

7 EFFICIENCY
type of cuisine preferred and then offer an appropriate choice of options along
with an overview of the style of restaurant (e.g. casual, formal etc.)?
8 When asked for recommendations on services/dining options and the SERVICE

services/dining options were available on property, did the employee promote
the hotel's services/outlets first before suggesting outside alternatives?
If there was an opportunity to do so, did the employee follow up on the

9 EFFICIENCY
suggestions/recommendations provided to ensure the guest's complete
satisfaction?
Did the employee offer accurate directions and/or transport options via a digital
10 SERVICE
solution or complimentary map of surrounding area along with information
pertaining to expected travel time?
With room deliveries, did the employee knock on the door/ring the doorbell and
11 if required wait 10 seconds, and then knock on the door/ring the doorbell again SERVICE
and announce their department?
Were all requested in-house items delivered within 10 minutes for an urban
12 EFFICIENCY
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.)?
13 Were all pre-stay enquiries/emails responded to within 12 hours and was a full EFFICIENCY
response received for all requests?
14 SERVICE
Were all confirmations and information provided electronically or professionally
presented on hotel paper?
15 If applicable/available, were all text message requests promptly acknowledged EFFICIENCY

in an appropriate tone (i.e. match guest's style of conversation, but refrain from
using abbreviations) within 5 minutes, unless advised of a longer timeframe?
16 SERVICE
show appreciation?
EMOTIONAL
Page 12
© LQA 2020
GUEST SERVICES/CONCIERGE LQA
SCORE 0.0%
DATES:
PERFORMANCE
EMOTIONAL

19 INTELLIGENCE
20
21 INTELLIGENCE
EMOTIONAL
22 INTELLIGENCE
EMOTIONAL
23
24
25
EMOTIONAL
EMOTIONAL
27 INTELLIGENCE
EMOTIONAL
EMOTIONAL

29 0 0 0
0.0%
GUEST SERVICES/CONCIERGE - PRIMARY EMOTION

5
4
3
2
1
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© LQA 2020
HOUSEKEEPING - ARRIVAL LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
BEDROOM:
1 CLEANLINESS
Were the carpet/tiles/wood flooring clean and free of stains/dust?
2 CLEANLINESS
Were all walls, doors, baseboards clean and free of marks/dirt/smudges/dust?
3 CLEANLINESS
Were ceilings, vents, smoke detectors and sprinklers clean and free of any dust?
4 CLEANLINESS
Was the room at a comfortable temperature on arrival and free of odor?
5 Was the bed neatly made with clean linen, which was free of stains and tears CLEANLINESS
and was the bed valance/skirting (if applicable) clean and neatly arranged?
6 Was the headboard in good condition and if applicable, were the CLEANLINESS
bedspread/blankets/scatter cushions/bolsters clean?
7 CLEANLINESS
Was all upholstered furniture clean and free of stains?
8 CLEANLINESS
Were all the furniture surfaces clean and dust/smear free?
9 CLEANLINESS
Were all the picture/door/mirror frames clean and dust free?
Were all the windows/mirrors/chrome/metal surfaces clean and free
10 CLEANLINESS
of smears?
11 CLEANLINESS
Were the curtains/voiles/shutters/blinds clean and properly fitted?
12 CLEANLINESS
Was the wastepaper bin clean and in excellent condition?
13 CLEANLINESS
Was a notepad, pen/pencil available next to each telephone in the room?
14 CLEANLINESS
Was all in room collateral clean and in excellent condition?
15 CLEANLINESS
Were the wardrobes/drawers clean and free of any scuffs, dust or debris?
16 CLEANLINESS
Was the television clean and correctly tuned in?
If there were clocks in the room did they all display the correct time and were
17 CLEANLINESS
they synchronized within 2 minutes of each other and were all alarm clocks
reset to no alarm?
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© LQA 2020
HOUSEKEEPING - ARRIVAL LQA
SCORE 0.0%
DATE AND TIME:
Bedroom continued…
PERFORMANCE
18 Were all light fixtures in the bathroom and bedroom working CLEANLINESS
properly and were they clean and dust free?
Was the balcony clean, swept and all balcony furniture clean and set up
19 CLEANLINESS
(weather permitting)?
20 Were any pre-arrival requests/personal preferences in place on arrival (e.g. non CLEANLINESS
allergic pillows, baby cot, etc.)?

BATHROOM:
21 CLEANLINESS
Was the bathroom completely mold free?
22 CLEANLINESS
Were the floor, walls, doors and ceiling clean?
23 CLEANLINESS
Were the shower, bath, sink and toilet clean?
24 CLEANLINESS
Were the showerhead and bath/sink taps polished and free of lime scale?
25 CLEANLINESS
Was the shower screen/door clean?
26 CLEANLINESS
Were all counters, shelves and soap dishes clean and dry?
27 CLEANLINESS
Was the wastepaper bin clean and in excellent condition?
28 SERVICE
Was a complete set of unused amenities present on arrival?
29 Was there a full box of tissues, a well presented toilet roll and a spare toilet roll CLEANLINESS
available?
30 CLEANLINESS
Were there 2 x clean drinking water glasses or similar present?
31 CLEANLINESS
Were all towels clean, unstained and in excellent repair?
Were bathrobes and slippers present on arrival and were they clean and in
32 CLEANLINESS
excellent repair?
32 0 0 0
0.0%
Page 15
© LQA 2020
TURNDOWN LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
BEDROOM:
1 SERVICE
Was a turndown service provided between 18h00 and 21h30?
2 SERVICE
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 SERVICE
under/on the door or a silent message left on the telephone?
If the employee was encountered was he/she well presented and did they greet
4 the guest with a smile (intelligently fair approach given some limitations due to SERVICE
face masks)?
5 SERVICE
If guest was present in the room during turndown, did the employee arrange to
return at a later convenient time when the guest was out of the room?
6 Were the scatter cushions removed and the bedspread either folded back or SERVICE
removed and if removed, were they not placed directly on to the floor?
Did employee fold back sheets neatly and adjust pillows accordingly whilst
7 SERVICE
respecting the guest's preference (i.e. bed turned down on the correct side of
bed based on previous evening)?
8 SERVICE
Were bedside slippers laid out next to the bed (bedside mat optional)?
9 Did employee draw curtains/blinds/shutters fully and neatly, unless purposely SERVICE
left open due to view/seasonality?
10 Did employee turn bedside lamp on and in the case of key activated lighting SERVICE
had the lighting been adjusted accordingly when the key card was inserted?
11 SERVICE
Was complimentary bottled/filtered drinking water provided?
12 CLEANLINESS
Did employee empty waste bins and ashtrays?
13 Was the room tidied with all hotel amenities returned to their original locations CLEANLINESS
(i.e. hairdryer, ironing board, etc.)?
Were the guest's clothes tidied and his/her shoes paired, with all items left in
14 SERVICE
view?
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© LQA 2020
TURNDOWN LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
15 Was the stationery/amenities replenished where required (i.e. when all of one SERVICE
type of stationery was missing)?
16 Were any used glasses or room service soiled plates and cutlery CLEANLINESS
removed from room and replaced (where required)?
17 SERVICE
Was the television remote control placed on bedside table?
18 Did turndown include any additional personalized touch (e.g. amenity, SERVICE
bookmark, etc.)?
BATHROOM:
19 Did the employee replace any used towels with clean ones and were they in CLEANLINESS
excellent condition (mark n/a if green housekeeping option was chosen)?
20 SERVICE
Where a Green housekeeping option was present for sheets/towels, was it
clearly stated and did employee adhere to what the guest had requested?
Was a bathmat laid out in front of the sink and available at the bathtub and
21 SERVICE
shower?
22 Were all empty or almost empty amenities replaced/re-stocked (i.e. if less than SERVICE
1/3 full)?
23 CLEANLINESS
Were the shower/bath/sink/toilet and floor wiped clean?
24 CLEANLINESS
Were the bathroom water glasses cleaned and/or replaced?
25 Did the employee tidy guest's personal toiletries (i.e. replace lids, neatly SERVICE
arrange and/or place items on to a washcloth/linen cloth)?

25 0 0 0
0.0%
Page 17
© LQA 2020
SERVICING LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
SERVICING OF GUEST'S ROOM:
1 Was servicing completed by 15h00 each day or within 1 hour of SERVICE
hanging/activating the 'service room' sign/light?
2 SERVICE
If the employee was encountered was he/she well presented and did they greet
4 the guest with a smile (intelligently fair approach given some limitations due to SERVICE
face masks)?
5 SERVICE
If guest was present in the room during servicing, did the employee arrange to
return at a later convenient time when the guest was out of the room?
Was the carpet/tiles/wood flooring freshly vacuumed/mopped and free of any
6 CLEANLINESS
debris?
Was the bed neatly made with clean linen which was free of stains or tears and
7 were the bedspread/throw and decorative cushions CLEANLINESS
replaced, if applicable?
8 Did the employee open the blackout curtains fully and neatly with sheer SERVICE
curtains opened or closed depending on the heat/temperature?
9 CLEANLINESS
Did the employee empty the waste bins and ashtrays?
10 Was the room tidied with all hotel amenities returned to their original locations CLEANLINESS
(i.e. hairdryer, ironing board, etc.)?
Were the guest's clothes tidied and his/her shoes paired, with all items left in
11 SERVICE
view?
12 Was the stationery/amenities replenished where required (i.e. when all of one SERVICE
type of stationery was missing)?
13 Were any used glasses or room service soiled plates and cutlery CLEANLINESS
removed from room and replaced (where required)?
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© LQA 2020
SERVICING LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
Were any used laundry bags/lists replaced (if all bags/lists were
14 SERVICE
removed)?
15 Were any complimentary food and beverage amenities tidily arranged and SERVICE
partially eaten fruit removed as required?
16 If a bottle of wine/beverage was presented in an ice bucket on arrival, was the SERVICE
ice bucket either emptied and cleaned or refreshed during servicing?
17 SERVICE
Were any blown light bulbs replaced?
BATHROOM:
18 Did the employee replace any used towels with clean ones and were they in CLEANLINESS
excellent condition (mark n/a if green housekeeping option was chosen)?
19 SERVICE
Where a Green housekeeping option was present for sheets/towels, was it
clearly stated and did employee adhere to what the guest had requested?
20 Were all empty or almost empty amenities replaced/re-stocked (i.e. if less than SERVICE
1/3 full)?
21 CLEANLINESS
Were the shower/bath/sink/toilet and floor wiped clean?
22 Were all bath/shower and sink controls polished and was bathroom counter CLEANLINESS
clean, dry and free of any debris?

Were all mirrors clean and free of smears and was the shower curtain/door
23 CLEANLINESS
clean?
24 CLEANLINESS
Were the bathroom water glasses cleaned and/or replaced?
25 Did the employee tidy the guest's personal toiletries (i.e. replace lids, neatly SERVICE
arrange and/or place items on to a washcloth/linen cloth)?
25 0 0 0
0.0%
Page 19
© LQA 2020
LAUNDRY LQA
SCORE 0.0%
DATE:
PERFORMANCE
COLLECTION:

2 Was the laundry/pressing collected within 10 minutes of request for urban EFFICIENCY
hotels and 15 minutes for resort hotels?
3 SERVICE
DELIVERY AND PRESENTATION:
4 EFFICIENCY
Was all the laundry/pressing delivered within specified time?
5 If laundry delivery was requested, was it delivered to the room within 15 EFFICIENCY
minutes of the request?
6 SERVICE
If any delay in the delivery time, was the guest informed immediately?
8 Were all collected items returned and if so were they returned as requested (i.e. EFFICIENCY
folded, on a hanger, etc.)?
Were all laundry items appropriately cleaned, pressed and free of
9 SERVICE
odor?
10 If a stain could not be removed from a garment was the guest informed SERVICE
through a printed card or via a telephone message?
11 Were any personal items left in clothes (e.g. money, business cards, etc.) SERVICE
returned and was the guest informed verbally or in writing?
Were all hanging garments returned on good quality hangers (i.e. not wire) and
12 SERVICE
if covered was this either reusable (i.e. canvas) or biodegradable (i.e. not
plastic)?
13 SERVICE
Were folded garments delivered in a box/basket/tray?
Page 20
© LQA 2020
LAUNDRY LQA
SCORE 0.0%
DATE:
Delivery and presentation continued…
PERFORMANCE
14 Were minor repairs automatically carried out where required (e.g. buttons SERVICE
replaced if fallen off or loose, collar stays replaced, etc.) and was the guest
informed verbally or in writing?
15 SERVICE
Were the garments free of any staples, pins or laundry tags?
Were any shoes given for cleaning returned on time, cleaned/polished to a good
16 SERVICE
standard and well presented?
EMOTIONAL
EMOTIONAL

19
free), friendly and interested manner (intelligently fair approach given some INTELLIGENCE

20
EMOTIONAL
EMOTIONAL
22
Did the employee actively listen, avoid interrupting and give the caller their INTELLIGENCE
EMOTIONAL
23 0 0 0
0.0%
Page 21
© LQA 2020
RESTAURANT - BREAKFAST LQA
SCORE 0.0%
OUTLET:
DATE AND TIME:
PERFORMANCE
ARRIVAL/SEATING:
Was the guest greeted and seated at a fully laid table within 2 minutes of their
1 EFFICIENCY
arrival and if the restaurant was full, was the guest advised how long it would
be and was this timeframe adhered to?
If the guest was kept waiting did the employee acknowledge this and apologize
2 SERVICE
for the delay?
3 Did employees offer seating assistance, remove covers if necessary and present SERVICE
the menu (if applicable)?
In the case of a single diner, was a newspaper/reading material or digital

4 SERVICE
equivalent (i.e. pressreader) offered? (Due to Covid-19 this standard does not
apply until further notice; can be marked met if digital option offered).
In the case of a buffet, did the employee offer an orientation to the breakfast
5 SERVICE
procedure on the guest's first visit to the restaurant (i.e. guests should help
themselves to the buffet)?
SERVICE:
6 Did the waiter offer coffee/tea and a choice of juice (if juice was served as EFFICIENCY
opposed to being on the buffet) within 1 minute of seating?
7 Was the guest's coffee/tea preference ascertained (i.e. English breakfast, SERVICE
Americano, etc.), if not known?
Was coffee/tea/juice served within 5 minutes of order (8 minutes for freshly
8 EFFICIENCY
blended juices)?
9 Was the employee able to answer any questions with regard to the menu, its SERVICE
ingredients and allergies, where applicable?
10 SERVICE
Did the waiter accommodate any reasonable off menu requests?
11 Did the employee obtain a full and complete order (i.e. cooking instructions, EFFICIENCY
toast preference, accompaniments etc.)?
Was the correct and complete breakfast order served within 7 minutes of order
12 EFFICIENCY
for a cold breakfast and 10 minutes of order for a hot breakfast, unless the
team member informed the agent of an expected delay (i.e. due to longer
preparation times)?
13 SERVICE
Were all plated items served with as little disruption to the guest as possible?
14 SERVICE
Was the correct order served to each guest without any prompting required?
Did the waiter ascertain if the guest required any condiments/sauces and were
15 they served in the appropriate containers (i.e. decanted from the bottle or SERVICE
miniatures)?
16 SERVICE
Did the employee replace cutlery as required?
17 Were dishes cleared within 5 minutes of guests finishing their meals or as EFFICIENCY
required during the meal?
Were coffee/tea/juice refills offered within 2 minutes and served within 5

18 SERVICE
minutes?
Page 22
© LQA 2020
SCORE 0.0%
OUTLET:
DATE AND TIME:
Service continued…
PERFORMANCE
19 SERVICE
Did the employee offer a clean cup when a fresh pot of coffee/tea was offered?
Did an employee visit the table to ascertain at any point if service was
20 SERVICE
satisfactory?
21 EFFICIENCY
Was the bill clearly itemized and correct and was it promptly presented during
the meal or within 3 minutes of request (n/a if included in room rate)?
22 SERVICE
show appreciation?
EMOTIONAL
EMOTIONAL

25 INTELLIGENCE
26
27 INTELLIGENCE
EMOTIONAL
28 INTELLIGENCE
EMOTIONAL
29
30
31
EMOTIONAL
EMOTIONAL
33 INTELLIGENCE
EMOTIONAL
EMOTIONAL
BUFFET (IF APPLICABLE):
36 Was the buffet clean, attractively presented, well laid out and the food PRODUCT
sufficiently covered (i.e. in the case of outdoor venues)?
Page 23
© LQA 2020
SCORE 0.0%
OUTLET:
DATE AND TIME:
Buffet continued…
PERFORMANCE
37 FOOD
Did the buffet include a local or seasonal specialty?
Was an 'a la minute' option available on the buffet for egg dishes or advertised
38 SERVICE
on the menu?
39 Were any unidentifiable food or beverage items clearly labelled and PRODUCT
were the labels clean and consistent in appearance?
40 EFFICIENCY
Were all dishes replenished as required?
41 PRODUCT
Were the appropriate crockery, service utensils and glassware available?
Was a chef present behind the buffet at all times (where a working
42 SERVICE
station was present)?
43 SERVICE
In the case of hot foods did the chef present a clean warm plate?
MENU AND FOOD:
44 PRODUCT
Was the menu clean, in good repair, grammatically correct and easy to read?
45 If special dietary requirements were provided at any point during stay, were SERVICE
they automatically acknowledged?
Was the food presented in an appealing manner and did it directly resemble its
46 FOOD
description from the menu?
47 FOOD
Was the food fresh and of good flavor?
48 FOOD
Was the texture of the food appropriate?
49 FOOD
Was the food cooked as requested and served at the correct temperature?
50 FOOD
Were at least two fresh juices available?
51 FOOD
Were breads/bakery items of excellent quality?
Was a selection of specialty teas/coffees available and was the coffee/tea hot
52 FOOD
and freshly brewed?
TABLE LAYOUT/RESTAURANT:
Did the outlet provide a comfortable dining/beverage experience (i.e. tables

53 appropriately spaced, temperature is comfortable, music is played at an PRODUCT
appropriate level)?
54 Were all tables in the restaurant consistently laid up and promptly cleared and PRODUCT
re-laid when guests depart (i.e. cleared within 5 minutes and re-laid within 5
minutes of clearing)?
55 Were the tablecloth/place mat/napkin clean, pressed and free of any PRODUCT
stains/tears (paper not acceptable)?
56 Were the correct cutlery, crockery and glassware provided and were they clean PRODUCT
and in good repair?
Page 24
© LQA 2020
SCORE 0.0%
OUTLET:
DATE AND TIME:
Table layout/restaurant continued…
PERFORMANCE
57 Was the butter fresh and well presented (i.e. no blister packs but premium FOOD
wrapped butters acceptable)?
58 PRODUCT
Were salt and pepper cruets available and if so were they clean and full?
59 Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) PRODUCT
offered with the coffee/tea (n/a for green tea/herbal teas)?
Was there a minimum of three different preserves available on the table or at
60 PRODUCT
the buffet (honey is acceptable)?
Was a selection of international newspapers, news sheets or a digital news

option displayed in the restaurant or at the entrance? (Due to Covid-19 this
61 PRODUCT
standard does not apply until further notice; can be marked met if digital option
available).

61 0 0 0
0.0%
RESTAURANT BREAKFAST - PRIMARY EMOTION

5
4
3
2
1
Page 25
© LQA 2020
RESTAURANT LQA
SCORE 0.0%
OUTLET:
DATE AND TIME:
PERFORMANCE
RESERVATION:

2 Did the employee obtain the guest's name and use the caller's name at least SERVICE
once during the conversation?
3 Did the employee obtain the number of people dining, the dining time and the SERVICE
telephone/room number?
4 EFFICIENCY
Did the employee repeat and confirm the details?
Did the call end with the employee offering a warm and sincere
5 SERVICE
closing?
6 Did the employee enquire if the reservation was for a special occasion and if the EFFICIENCY
caller had any special requirements?
ARRIVAL/SEATING:
7 EFFICIENCY
8 SERVICE
for the delay?
9 SERVICE
Did the employee offer seating assistance and remove covers if necessary?
10 SERVICE
Did the employee present the menu/wine list within 5 minutes of being seated?
11 SERVICE
Where restaurant lighting was dimmed, was alternative lighting source provided
for the menu (e.g. menu light) and were reading glasses available on request?
In the case of al fresco dining, was a pashmina/blanket/direct heating facility
12 SERVICE
offered in cool conditions?

13 SERVICE
SERVICE:
14 Did an employee greet the guest within 1 minute of seating and offer a pre- EFFICIENCY
meal drink?
15 Did the employee explain any specials of the day where applicable (i.e. soup, SERVICE
fish, etc.), set priced menus and/or any items that were not available?
SALES
16 Did the waiter automatically suggest water and ascertain the guest's preference OPPORTUNITY
(i.e. still/sparkling/filtered)
Was the food and beverage order taken within 10 minutes of menu being
17 EFFICIENCY
offered?
Page 26
© LQA 2020
RESTAURANT LQA
SCORE 0.0%
OUTLET:
DATE AND TIME:
PERFORMANCE
19 SERVICE
Did the employee accommodate any reasonable off menu requests?
Did the employee obtain a full and complete order (i.e. cooking instructions,
20 EFFICIENCY
accompaniments etc.)?
Did the waiter automatically suggest a starter and side orders (if SALES
21
applicable) for each guest? OPPORTUNITY
22 Were bread/rolls or specialty cuisine equivalent (i.e. prawn crackers) served, SERVICE
where applicable and were they of excellent quality?
Did the employee/sommelier have good product knowledge with regard to the
SALES
23 wines/beverages and did he/she recommend a suitable wine to accompany the OPPORTUNITY
meal?
24 Was the correct drinks order served within 4 minutes of order (7 minutes for EFFICIENCY
cocktails) unless advised of a delay?
25 SERVICE
Were drinks served and cleared using a tray?
Was the starter served within 15 minutes of order or previous course (e.g.
26 EFFICIENCY
amuse bouche), unless the employee advised of an expected delay due to
preparation times?
27 Was the main course served within 20 minutes of starter/previous course (e.g. EFFICIENCY
amuse bouche) being removed or within 30 minutes if no starter was ordered,
unless the employee informed the agent of an expected delay?
28 SERVICE
29 EFFICIENCY
30 Were all appropriate condiments/sauces offered and were they served in the SERVICE
appropriate containers (i.e. decanted from the bottle or miniatures)?
Did the waiter automatically offer an additional bottle of wine/water upon SALES
31
completion of the first? OPPORTUNITY
Did the waiter remove side plate, side knife, butter and cruets and then crumb
33 SERVICE
down the table on completion of the main course in the case of a formal
restaurant?
SALES
34 Did the waiter automatically offer desserts, either verbally or by presenting the OPPORTUNITY
menu?
35 Was the dessert served within 10 minutes of the order being taken unless the EFFICIENCY
employee informed the guest of an expected delay?
Did the waiter automatically offer coffee/tea and clarify the guest's coffee/tea SALES
36 OPPORTUNITY
preference (i.e. cappuccino, espresso etc.) or equivalent if specialty cuisine (i.e.
green tea)?
Page 27
© LQA 2020
RESTAURANT LQA
SCORE 0.0%
OUTLET:
DATE AND TIME:
PERFORMANCE
37 Was the coffee/tea served within 5 minutes of order and was it accompanied by EFFICIENCY
a sweet (e.g. cookie, petit four, etc.)?
In the case of a formal restaurant, did the waiter suggest dessert wine and/or SALES
39
post-meal drinks? OPPORTUNITY
40 SERVICE
satisfactory?
41 Was the bill clearly itemized and correct and was it promptly presented during EFFICIENCY
the meal or within 3 minutes of request?
42 SERVICE
show appreciation?
WINE/BEVERAGE SERVICE:
43 Did the waiter present the wine to the guest and open the bottle at the table SERVICE
(n/a for Enomatic wine system by the glass)?
Did the waiter pour a small amount of wine for the guest to sample and upon
44 SERVICE
confirmation that it was satisfactory, fill the glass accordingly (n/a for Enomatic
wine system by the glass)?
Was red wine served at room/appropriate temperature and white/rosé wine
45 SERVICE
chilled?
46 SERVICE
Did the waiter top up the glass as required?
47 Was the beverage poured in front of the guest (i.e. not pre-poured) in the case SERVICE
of canned, bottled or mixed drinks (not applicable to cocktails)?
Did the waiter offer an additional beverage within 2 minutes of drink being SALES
48
empty? OPPORTUNITY

EMOTIONAL
EMOTIONAL

51 INTELLIGENCE
52
53 INTELLIGENCE
EMOTIONAL
54 INTELLIGENCE
EMOTIONAL
55
56
Page 28
© LQA 2020
RESTAURANT LQA
SCORE 0.0%
OUTLET:
DATE AND TIME:
PERFORMANCE
57
EMOTIONAL
EMOTIONAL
59 INTELLIGENCE
EMOTIONAL
EMOTIONAL
MENU AND FOOD:
Was the menu/wine list clean, in good repair, grammatically correct and easy to
62 PRODUCT
read?
Was there a minimum of one starter and one main course vegan option listed on
63 FOOD
the menu?
65 FOOD
66 FOOD
67 FOOD
68 FOOD
69 FOOD
and freshly brewed?

appropriate level)?
Were the tablecloth/place mat/napkin clean, pressed and free of any
72 PRODUCT
and in good repair?
75 PRODUCT
75 0 0 0
0.0%
Page 29
© LQA 2020
RESTAURANT - PRIMARY EMOTION
5
4
3
2
1
Page 30
© LQA 2020
RESTAURANT - BUFFET LQA
SCORE 0.0%
OUTLET:
DATE AND TIME:
PERFORMANCE
RESERVATION:

2 Did the employee obtain the guest's name and use the caller's name at least SERVICE
once during the conversation?
3 Did the employee obtain the number of people dining, the dining time and the SERVICE
telephone/room number?
4 EFFICIENCY
Did the employee repeat and confirm the details?
Did the call end with the employee offering a warm and sincere
5 SERVICE
closing?
6 Did the employee enquire if the reservation was for a special occasion and if the SERVICE
caller had any special requirements?
ARRIVAL/SEATING:
7 EFFICIENCY
8 SERVICE
for the delay?
9 SERVICE
Did the employee offer seating assistance and remove covers if necessary?
10 SERVICE
Did the employee present the menu/wine list within 5 minutes of being seated?
11 SERVICE
Where restaurant lighting was dimmed, was alternative lighting source provided
for the menu (e.g. menu light) and were reading glasses available on request?
In the case of al fresco dining, was a pashmina/blanket/direct heating facility
12 SERVICE
offered in cool conditions?

13 SERVICE
Did the employee offer a buffet orientation on the guest's first visit to the
14 SERVICE
restaurant?
SERVICE:
15 Did an employee greet the guest within 1 minute of seating and offer a pre- EFFICIENCY
meal drink?
SALES
17 Did the waiter automatically suggest water and ascertain the guest's preference OPPORTUNITY
(i.e. still/sparkling/filtered)
Did the employee/sommelier have good product knowledge with regard to the
SALES
18 wines/beverages and did he/she recommend a suitable wine to accompany the OPPORTUNITY
meal?
Page 31
© LQA 2020
SCORE 0.0%
OUTLET:
DATE AND TIME:
PERFORMANCE
20 SERVICE
Did the waiter automatically offer additional bottle of wine/water upon SALES
21
completion of the first? OPPORTUNITY
22 SERVICE
Did the waiter replace cutlery as required?
24 OPPORTUNITY
preference (i.e. cappuccino, espresso etc.) or equivalent if specialty cuisine (i.e.
green tea)?
27 SERVICE
satisfactory?
29 SERVICE
show appreciation?
WINE/BEVERAGE SERVICE:
30 Did the waiter present the wine to the guest and open the bottle at the table SERVICE
(n/a for Enomatic wine system by the glass)?
Did the waiter pour a small amount of wine for the guest to sample and upon
31 SERVICE
confirmation that it was satisfactory, fill the glass accordingly (n/a for Enomatic
wine system by the glass)?
Was red wine served at room/appropriate temperature and white/rose wine
32 SERVICE
chilled?
33 SERVICE
Did the waiter top up the glass as required?
Did the waiter offer an additional beverage within 2 minutes of drink being SALES
35
empty? OPPORTUNITY

EMOTIONAL
EMOTIONAL
Page 32
© LQA 2020
SCORE 0.0%
OUTLET:
DATE AND TIME:
PERFORMANCE

38 INTELLIGENCE
39
40 INTELLIGENCE
EMOTIONAL
41 INTELLIGENCE
EMOTIONAL
42
43
44
EMOTIONAL
EMOTIONAL
46 INTELLIGENCE
EMOTIONAL
EMOTIONAL
BUFFET:
49 Was the buffet clean, attractively presented, well laid out and the food PRODUCT
sufficiently covered (i.e. in the case of outdoor venues)?
50 FOOD
the menu/available on the buffet?
51 Were any unidentifiable food or beverage items clearly labelled and PRODUCT
were the labels clean and consistent in appearance?
52 EFFICIENCY
Were all dishes replenished as required?
53 PRODUCT
Were the appropriate crockery and service utensils available?
54 PRODUCT
In the case of a hot buffet, were warmed plates available?
Was a chef present behind the buffet at all times (where a working
55 SERVICE
station was present)?
56 SERVICE
In the case of hot foods did the chef present a clean warm plate?
Page 33
© LQA 2020
SCORE 0.0%
OUTLET:
DATE AND TIME:
PERFORMANCE
FOOD:
57 FOOD
58 FOOD
59 FOOD
60 FOOD
61 FOOD
and freshly brewed?

appropriate level)?
64 PRODUCT
and in good repair?
67 PRODUCT
67 0 0 0
0.0%
9
RESTAURANT BUFFET - PRIMARY EMOTION
5
4
3
2
1
Page 34
© LQA 2020
LIGHT MEALS LQA
SCORE 0.0%
OUTLET:
DATE AND TIME:
PERFORMANCE
SERVICE:
1 EFFICIENCY
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 SERVICE
3 Did the employee present a menu (if applicable) and offer to take the food and EFFICIENCY
beverage order within 5 minutes of seating, or within 5 minutes of presenting a
menu if seated at the beach/poolside lounger?
6 SERVICE
7 EFFICIENCY
accompaniments, etc.)?
9 SERVICE
11 Was the correct order served within 15 minutes of order or 20 minutes if EFFICIENCY
ordered from the beach/poolside lounger, unless the employee informed the
guest of an expected delay (i.e. due to longer preparation times)?
12 SERVICE
13 SERVICE
14 Were all appropriate condiments/sauces offered and were they served in the SERVICE
appropriate containers (i.e. decanted from the bottle or miniatures)?
SALES
15 OPPORTUNITY
Did the waiter offer an additional beverage within 2 minutes of drink being
empty or 5 minutes if seated at the beach/poolside lounger?
SALES
17 Did the waiter automatically offer desserts, either verbally or by presenting the OPPORTUNITY
menu?
18 Was dessert served within 10 minutes of order being taken or within 15 minutes EFFICIENCY
if seated at the beach/poolside lounger?
19 OPPORTUNITY
preference (i.e. cappuccino, espresso etc.) n/a to beach/poolside lounger
service?
Page 35
© LQA 2020
LIGHT MEALS LQA
SCORE 0.0%
OUTLET:
DATE AND TIME:
PERFORMANCE
22 SERVICE
satisfactory?
24 SERVICE
show appreciation?
EMOTIONAL
EMOTIONAL

27 INTELLIGENCE
28
29 INTELLIGENCE
EMOTIONAL
30 INTELLIGENCE
EMOTIONAL
31
32
33
EMOTIONAL
EMOTIONAL
35 INTELLIGENCE
EMOTIONAL
EMOTIONAL
MENU AND FOOD:
38 PRODUCT
read?
Page 36
© LQA 2020
LIGHT MEALS LQA
SCORE 0.0%
OUTLET:
DATE AND TIME:
Menu and food continued…
PERFORMANCE
39 FOOD
the menu?
41 FOOD
42 FOOD
43 FOOD
44 FOOD
45 FOOD
and freshly brewed?
TABLE LAYOUT/RESTAURANT/LOUNGE:

appropriate level)?
47 Were all tables in the lounge consistently laid up and promptly cleared and re- PRODUCT
laid when guests depart (i.e. cleared within 5 minutes and re-laid within 5
48 PRODUCT
and in good repair?
50 PRODUCT
50 0 0 0
0.0%
LIGHT MEALS - PRIMARY EMOTION

5
4
3
2
1
Page 37
© LQA 2020
DRINKS SERVICE LQA
SCORE 0.0%
OUTLET:
DATE AND TIME:
PERFORMANCE
SERVICE:
Was the guest greeted or acknowledged within 2 minutes upon
1 EFFICIENCY
entering the bar/lounge?
2 EFFICIENCY
Did the employee offer to take the drinks order within 3 minutes of seating?
3 SERVICE
Did the employee show good product knowledge when taking the order?
SALES
4 Did the employee offer a choice of brand/variety when taking the drink order if OPPORTUNITY
there was an opportunity to do so?
SALES
5
Did the employee offer the option to order food or supply a restaurant menu? OPPORTUNITY
7 SERVICE
8 SERVICE
If wine by the glass is ordered, did the waiter present the bottle and offer a
10 SERVICE
sample before filling the glass accordingly (n/a for Enomatic wine system by the
glass)?
11 SERVICE
Did the waiter supply and place drinks on coasters (not required for stemware)?
12 Were the drinks served in the correct, clean (unchipped) glassware with the SERVICE
appropriate fresh garnish and a non-plastic stir stick/straw (if required)?
13 SERVICE
Was the drink appropriately chilled (if applicable)?
Did the waiter automatically offer a minimum of two varieties of snacks, which
14 were individually portioned/covered, and in the case of shelled nuts or olives, SERVICE
was a pit bowl provided?
15 FOOD
Were the snacks fresh and of good quality?
16 SERVICE
Were the snacks topped up as required?
17 SERVICE
Did the waiter supply serviettes with the snacks/drinks?
18 SERVICE
Were vacated tables promptly cleared?
SALES
19
Did the waiter offer an additional drink within 2 minutes of glass being empty? OPPORTUNITY
Was the bill clearly itemized and correct and was it presented within 3 minutes
20 EFFICIENCY
of request?
21 SERVICE
show appreciation?
Page 38
© LQA 2020
DRINKS SERVICE LQA
SCORE 0.0%
OUTLET:
DATE AND TIME:
PERFORMANCE
EMOTIONAL
EMOTIONAL

24 INTELLIGENCE
25
26 INTELLIGENCE
EMOTIONAL
27 INTELLIGENCE
EMOTIONAL
28
29
30
EMOTIONAL
EMOTIONAL
32 INTELLIGENCE
EMOTIONAL
EMOTIONAL
TABLE LAYOUT/BAR:

PRODUCT
appropriately spaced, temperature is comfortable, music is played at an
35 appropriate level)?
36 Were all tables in the lounge consistently laid up and promptly cleared and re- PRODUCT
laid when guests depart (i.e. cleared within 5 minutes and re-laid within 5
If a bar list was provided, was it clean and in good repair, grammatically correct
37 PRODUCT
and easy to read?

37 0 0 0
0.0%
Page 39
© LQA 2020
DRINKS SERVICE - PRIMARY EMOTION
5
4
3
2
1
Page 40
© LQA 2020
IN ROOM DINING LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
ORDER TAKING:

Was the background free of any noise or disturbances (i.e.
3 SERVICE
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 EFFICIENCY
5 EFFICIENCY
accompaniments etc.)?
6 SERVICE
7 If a hot or cold dessert was ordered, did the employee offer the guest the option SERVICE
of serving it upon completion of the main course?
8 EFFICIENCY
Did the employee ascertain the number of people dining?
9 EFFICIENCY
Did the employee repeat the order either during or at the end of the call?
10 SERVICE
Did the employee advise delivery time?
11 In the case of digital orders (e.g. iPad, via television, etc.) was the facility easy EFFICIENCY
to use and was the correct order delivered on time?
SALES:
Did the order taker suggest a starter and/or side order that was appropriate to SALES
12
the order? OPPORTUNITY
SALES
13 Did the order taker offer beverages (e.g. wine, beer, soft drink, coffee, etc.) OPPORTUNITY
with the meal?
SALES
14
Did the order taker suggest dessert with the meal? OPPORTUNITY
SERVICE:
15 Was the order served in the standard time (Breakfast order card - 5 minutes of EFFICIENCY
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?
16 SERVICE
If a newspaper was on the door did the employee bring it in with the tray? (Due
17 SERVICE
to Covid-19 this standard does not apply until further notice). ✓
Did the employee ask/suggest where the guest would like the tray/trolley to be
18 placed (n/a if room delivery only requested i.e. left at room door due to Covid- SERVICE
19)?
Did the employee secure the table leaf and set the table (n/a if room delivery
19 SERVICE
only requested i.e. left at room door due to Covid-19)?
Did the employee position the chairs accordingly (n/a if room delivery only
20 SERVICE
requested i.e. left at room door due to Covid-19)?
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© LQA 2020
IN ROOM DINING LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
Did the employee offer to pour the beverages, remove the cloche/s and
21 stancap/s as applicable (n/a if room delivery only requested i.e. left at room SERVICE
door due to Covid-19)?
22 EFFICIENCY
Did the employee confirm the order and was it correct and complete?
23 Did the employee inform the guest of tray/trolley collection procedures or was a SERVICE
tray removal card present?
24 EFFICIENCY
Was the bill clearly itemized and correct, if present or presented?
25 SERVICE
show appreciation?
26 If tray/trolley removal was requested, was it collected within 10 minutes for EFFICIENCY
urban hotels and 15 minutes for resort hotels?
EMOTIONAL
EMOTIONAL

29 INTELLIGENCE
30
31 INTELLIGENCE
EMOTIONAL
32 INTELLIGENCE
EMOTIONAL
33
34
35
EMOTIONAL
EMOTIONAL
37 INTELLIGENCE
EMOTIONAL
EMOTIONAL
Page 42
© LQA 2020
IN ROOM DINING LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
MENU AND FOOD:
40 PRODUCT
read?
41 FOOD
the menu?
43 FOOD
44 FOOD
45 FOOD
46 FOOD
47 FOOD
and freshly brewed?
48 FOOD
Were at least two fresh juices available?
49 Were bread/rolls or specialty cuisine equivalent (i.e. prawn crackers) served, FOOD
where applicable and were they of excellent quality?
TRAY/TROLLEY LAYOUT:
50 PRODUCT
Was the room service tray/trolley clean and in good repair?
51 PRODUCT
and in good repair?
54 PRODUCT
55 PRODUCT
Was a fresh floral or a table decoration present?
56 SERVICE
Was all food covered with a cloche and/or some form of covering?
57 Were the appropriate condiments/sauces served with the meal and SERVICE
were they decanted into the appropriate dishes or in miniature form?
58 Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) SERVICE
In the case of breakfast was there a minimum of three different preserves
59 PRODUCT
available (honey is acceptable)?
59 0 0 1
0.0%
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© LQA 2020
IN ROOM DINING - PRIMARY EMOTION
5
4
3
2
1
Page 44
© LQA 2020
THE ROOM - PRODUCT & FACILITIES LQA
SCORE 0.0%
DATES:
PERFORMANCE
BEDROOM:
Was the décor luxurious/current in appearance and well coordinated throughout
1 PRODUCT
the room?
Did the majority of rooms provide an abundance of space (minimum of 30

2 meters squared for city hotels and 40 meters squared (including bathrooms) for PRODUCT
resorts) and was the furniture arranged in a way that allowed freedom of
movement throughout the room?
3 PRODUCT
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 several
4 PRODUCT
design elements (i.e. wood baseboards, ceiling trim, soft wall
coverings, wood panelling, etc.)?
5 Were all areas of the room extremely well lit (i.e. both sides of the bed, at desk PRODUCT
and sitting area) with custom high quality light fixtures?
6 Was individually controlled lighting available from the bed and could all room PRODUCT
lights be switched off from the bed?
Was LED lighting (excluding smoke detectors) within the room minimized in a
7 PRODUCT
way that limited light pollution and ensured that it did not interfere with guest's
sleep?
Was all furniture well maintained and of a high quality (i.e. solid
8 PRODUCT
wood, upscale fabrics, etc.)?
9 Were all fabrics (curtains, upholstery, bedspread) fresh in appearance and of PRODUCT
good quality?
10 Were two chairs available that were of the appropriate height for a room service PRODUCT
trolley?
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DATES:
PERFORMANCE
11 PRODUCT
Was an occasional table/side table and seating provided in the room?
12 PRODUCT
Was the workspace of a good size and conducive to business needs (i.e.
multiple, easily accessible unused electrical outlets, clutter free)?
13 PRODUCT
Was the room adequately soundproofed?
14 Was an adjustable climate control panel provided which was appropriate to the PRODUCT
destination and if so, was it quiet and in good working order?
15 PRODUCT
Did the curtains offer a complete blackout when closed?
Were the pillows and mattress comfortable and the bed linen of good quality
16 PRODUCT
(i.e. 100% cotton)?
17 Was there ample well lit full hanging (i.e. for dresses) and drawer/shelf space PRODUCT
available for a minimum of two guests?
18 Were matching good quality hangers provided (i.e. wooden and not anti-theft) PRODUCT
and did they consist of suit, padded and clip hangers?
Was a flat screen television present and was the screen a minimum of 42
19 PRODUCT
inches?
20 Were television/remote control in good condition/working order and did they PRODUCT
offer multilingual channels as well as high definition channels and either a
printed or television/iPad enabled channel guide?
21 Was there a movie on demand option available or was it possible to stream PRODUCT
media content to the television?
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© LQA 2020
SCORE 0.0%
DATES:
PERFORMANCE
22 Was all technology (e.g. iPad, sound system, electric curtains, etc.) and lighting PRODUCT
in good working order and easy to use?
Was complimentary high-speed Wi-Fi available and if so was it easy to access

23 PRODUCT
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)?
Was the facility provided to connect a MP3/iPhone/iPod/Android to a speaker
24 PRODUCT
within the room?
25 PRODUCT
Was the door lock in good condition with a deadbolt or safety chain?
Was an upscale comprehensive guest services directory provided (e.g. printed

26 PRODUCT
copy, iPad or via television), and was it up to date, grammatically correct and in
good condition?
27 Was a range of good quality stationery provided (minimum of envelopes and PRODUCT
hotel paper)?
28 Were a shoehorn and clothes brush (urban hotels only) and umbrella available PRODUCT
(umbrella requirement is destination specific and can be available in the room
or offered at the hotel entrance if weather is inclement)?
29 PRODUCT
Was a fabric laundry bag and list provided?
30 PRODUCT
Was a full-length mirror present within the room?
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SCORE 0.0%
DATES:
PERFORMANCE
Were there spare electrical points near a mirror (e.g. for hairdryer) and were at
31 PRODUCT
least two spare power points or USB ports, available on both sides of the bed
(e.g. for mobile phones)?
32 Were either a range of international electrical sockets provided at the desk or PRODUCT
were international adapters present in the room or alternatively was an adaptor
offered on arrival to international guests?
Was a clean, well-maintained and stocked in-room bar present and was there an
33 option clearly stated that the contents could be customized to the guest's PRODUCT
personal preferences (reservation email, verbally on arrival, guest directory,
tent card, etc.)?
Was an in-room safe provided and was it of an adequate size (i.e. large enough
34 PRODUCT
for a laptop) and in good working order/available for immediate use (i.e. not
locked)?
35 Were there either three telephones in the room (i.e. workspace, bedside and PRODUCT
bathroom) or alternatively two telephones, one of which must be cordless?
36 PRODUCT
Were all room telephones in good working order with speed dial, voicemail,
message waiting and conference speaker facilities?
Was a selection of reading material provided (i.e. current lifestyle magazines

37 and/or books)? (Due to Covid-19 this standard does not apply until further PRODUCT
notice). ✓
38 Was a fresh floral arrangement or plant or plant decoration present (i.e. bamboo PRODUCT
display) in the room or bathroom?
39 PRODUCT
If provided, was the welcome note personalized?
Were a coffee machine, kettle and amenities (i.e. teabags, coffee, sugar, milk,
40 PRODUCT
cups etc.) provided or available via in-room dining/butler service on a
complimentary basis?
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© LQA 2020
SCORE 0.0%
DATES:
PERFORMANCE
BATHROOM:
Was the décor luxurious in appearance and well coordinated
41 PRODUCT
throughout the bathroom?
Did the bathroom provide an abundance of space in a way that
42 PRODUCT
allowed freedom of movement for two guests?
43 Did the bathroom offer a full size bathtub (minimum of 1.5 PRODUCT
meters), a separate shower cubicle, sink and a toilet?
44 Did the shower offer a fixed door enclosure (i.e. shower curtains are not PRODUCT
acceptable) and was it effective (n/a for wet rooms)?
45 PRODUCT
Was there a hand-held shower present within the bath?
Was there an adjustable showerhead (to control water flow) or a rain shower
46 PRODUCT
present?
47 PRODUCT
Were all bathroom fittings (e.g. toilet, sinks, bathtub, bidet) in good condition?
48 Was all plumbing and ventilation in good working order (e.g. strong water PRODUCT
pressure, quick drainage, prompt supply of hot water, etc.)?
Were flooring, vanity, shower/bath surround and shower floor finished in high
49 PRODUCT
quality marble, stone, local tile or granite and were they and the grouting in
good repair?
50 PRODUCT
Were other wall and ceiling surfaces well maintained?
51 Was sufficient counter/shelf space provided (i.e. can comfortably accommodate PRODUCT
amenities for two guests)?
Were there multiple lighting points in the bathroom and was it
52 PRODUCT
bright and well lit?
Did the bathroom offer a night light/dimmer facility (i.e. can be via
53 PRODUCT
make up mirror)?
Page 49
© LQA 2020
SCORE 0.0%
DATES:
Bathroom continued…
PERFORMANCE
54 PRODUCT
Was a well-lit, easily accessible shaving/make up mirror provided?
55 PRODUCT
Was a good quality soap dish and tissue dispenser present?
56 Was a good quality hairdryer (i.e. minimum of 1875 wattage, Ionic, lamination PRODUCT
or Tourmaline fusion) available, and if so was it in good working order?
57 Were good quality bathrobes available (i.e. heavyweight for cold climates and PRODUCT
light weight for warmer climates) for each guest staying in the room?
58 PRODUCT
Were slippers available for each guest?
59 Were there a minimum of three heavyweight, plush, good quality bath PRODUCT
towels/sheets, two hand towels and two face towels per room?
60 PRODUCT
Was a full range of amenities available (minimum of shampoo, conditioner, bath
gel, body lotion, hand soap, cotton pads, buds and shower cap)?
61 Were amenities positioned in a way that were immediately convenient and PRODUCT
accessible for the guest (e.g. shampoo, conditioner and bath gel in the shower)?

61 0 0 1
0.0%
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© LQA 2020
PUBLIC AREAS LQA
SCORE 0.0%
DATES:
PERFORMANCE
EXTERIOR/GROUNDS:
1 PRODUCT
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
2 PRODUCT
present?
3 Was the drop off area covered, well lit and free of obstruction or in the case PRODUCT
where there was insufficient cover provided, did the doorman automatically
shield arriving guests with an umbrella in wet weather conditions?
4 PRODUCT
Was all landscaping well-tended and free of debris?
LOBBY:
5 PRODUCT
Was the hotel lobby luxurious in design and fresh in appearance?
6 PRODUCT
Were the wall surfaces well maintained and enhanced with several
7 PRODUCT
coverings, wood panelling, etc.)
8 PRODUCT
Were all reception/concierge/guest services desks tidy in appearance?
9 Was all furniture clean, well maintained and of a high quality (i.e. solid PRODUCT
10 PRODUCT
Were attractive fresh, floral arrangements/live plants present in the lobby area?
Was the lobby well illuminated and was all lighting in good working
11 PRODUCT
order?
Was complimentary high-speed Wi-Fi available and if so was it easy to access

12 PRODUCT
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)?
Page 51
© LQA 2020
PUBLIC AREAS LQA
SCORE 0.0%
DATES:
Lobby continued…
PERFORMANCE
If music was played, was it appropriate for the venue/ambiance and was it
13 PRODUCT
played at a pleasant level?
14 PRODUCT
Was there adequate, clearly visible good quality signage?
15 Was employee presence in managing large groups evident and effective to SERVICE
minimize disruption to other guests in the hotel (e.g. employee directional
assistance, signage, alternative group check-in area etc.)?
16 PRODUCT
Were the shops/showcases clean and well maintained in their presentation?
RESTAURANTS/BARS:
17 PRODUCT
Was the restaurant/bar flooring clean and in good repair?
18 PRODUCT
Were the restaurant/bar wall/ceiling surfaces well maintained and scuff free?
19 PRODUCT
Were all windows and curtains clean and well maintained?
Were the restaurants/bars sufficiently lit and was all lighting in good working
20 PRODUCT
order?
Were the tables and chairs well maintained and the chair fabrics clean and in
21 PRODUCT
good repair?
GUEST ROOM CORRIDORS:
22 PRODUCT
Were the corridors luxurious, consistent in design and fresh in appearance?
23 PRODUCT
Were the wall/ceiling surfaces well maintained and enhanced with several
24 PRODUCT
coverings, wood panelling, etc.)?
Page 52
© LQA 2020
PUBLIC AREAS LQA
SCORE 0.0%
DATES:
Guest room corridors continued…
PERFORMANCE
25 PRODUCT
Were all windows and curtains clean and well maintained?
Were the corridors/pathways/stairways well lit and was all lighting in good
26 PRODUCT
working order?
Was all furniture clean, well maintained and of a high quality (i.e. solid
27 PRODUCT
28 PRODUCT
Was all hotel signage adequate, clean and in good repair?
Were the room service trays/trolleys/operating equipment regularly cleared
29 PRODUCT
from the floors?
RESTROOMS:
30 Were the restrooms luxurious in design, fresh in appearance and well ventilated PRODUCT
(i.e. free of any unpleasant odors)?
31 Was the flooring and vanity finished in high quality marble, stone or granite and PRODUCT
was it in good repair?
32 PRODUCT
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
33 PRODUCT
with coat hooks present?
Were the restrooms well lit and was all lighting in good working
34 PRODUCT
order?
35 PRODUCT
Were the toilets, urinals and sinks clean and in good working order/repair?
Were the urinals separated by partitions and did they have automatic
36 PRODUCT
flushing mechanisms?
37 PRODUCT
Were liquid soap and hand lotion dispensers available at the sink?
Page 53
© LQA 2020
PUBLIC AREAS LQA
SCORE 0.0%
DATES:
Restrooms continued…
PERFORMANCE
Were sufficient good quality hand towels available (i.e. cloth or heavy ply paper
38 PRODUCT
variety)?
Was a fresh floral arrangement or plant or plant decoration present (i.e. bamboo
39 PRODUCT
display)?
ELEVATORS:
40 PRODUCT
Were the elevators decorated to a luxurious standard?
Were all elevators clean and well maintained (i.e. flooring, walls, lighting) and
41 PRODUCT
in good working order?
42 Did the employees refrain from using the guest elevators to deliver PRODUCT
luggage/room service/housekeeping supplies?
AUXILIARY EMPLOYEES - BEHAVIOURAL STANDARDS (HOUSEKEEPING, MAINTENANCE, SECURITY):
EMOTIONAL
43 uniforms and, if applicable, wearing name badges, resulting in a positive first INTELLIGENCE
impression?
EMOTIONAL
EMOTIONAL
45 Did the employee display a high level of confidence when carrying out his/her INTELLIGENCE
EMOTIONAL
46 INTELLIGENCE
EMOTIONAL
47 0 0 0
0.0%
Page 54
© LQA 2020
FITNESS FACILITIES LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
EMOTIONAL
EMOTIONAL

3 INTELLIGENCE
4
5 INTELLIGENCE
EMOTIONAL
6 INTELLIGENCE
EMOTIONAL
7
8
EMOTIONAL
9 Did an employee personalize the interaction in any way and engage the guest INTELLIGENCE
as an individual?
EMOTIONAL
EMOTIONAL
11 INTELLIGENCE
Page 55
© LQA 2020
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
EMOTIONAL
EMOTIONAL
Did the employee offer a sincere farewell at the end of the conversation and EMOTIONAL
14
show appreciation? INTELLIGENCE
FITNESS CENTER:
15 SERVICE
Was 24 hour access to the gym available?
Was the gymnasium décor fresh in appearance and of a high standard (i.e.
16 PRODUCT
purpose built with a modern high end finish)?
17 PRODUCT
Was the gymnasium odor free and the room temperature at a comfortable level?
18 If gym is unattended, did an employee walk through the gym every 20 minutes SERVICE
between 07h00 and 21h00 to ensure it was kept tidy and sufficiently stocked?
19 PRODUCT
Were the walls, ceilings and floors clean and well maintained?
20 PRODUCT
Were the windows/mirrors clean and smear/smudge free?
21 PRODUCT
Was sufficient lighting provided?
Was the gymnasium well laid out with a variety of state of the art exercise
22 PRODUCT
equipment (minimum of 5 cardiovascular, 5 resistance machines (can be
incorporated into a universal machine) plus a range of free weights) and was all
equipment clean and in good working order?
23 Was ample space available for guests to exercise (i.e. clearly defined areas for PRODUCT
cardio machines, free weights and stretching/mats)?
24 Were fitness classes and/or personal training advertised as being available and PRODUCT
listed in a convenient place in the bedroom or fitness centre?
Page 56
© LQA 2020
SCORE 0.0%
DATE AND TIME:
Fitness center continued…
PERFORMANCE
25 Were there individual television monitors present at each cardiovascular PRODUCT

machine and were they in good working order?
Were complimentary headphones provided and were they clean and in good
26 working order with hygienic ear pieces? (Due to Covid-19 this standard does PRODUCT
not apply until further notice). ✓
27 PRODUCT
Were disinfectant wipes or a disinfectant cleaning agent and towel available?
28 Were clean sweat towels and a touchless water dispenser with sufficient cups PRODUCT
and/or bottled water available?
29 PRODUCT
Were chilled towels provided?
30 PRODUCT
Was a wall clock clearly visible and did it display the correct time?
Was a fruit bowl with fresh fruit available? (Due to Covid-19 this standard does
31 PRODUCT
not apply until further notice). ✓
Was Wi-Fi connectivity available in the fitness center and did it provide a
32 seamless wireless experience (i.e. strong and continuous connection without PRODUCT
requirement to log in more than once)?
SWIMMING POOL/BEACH:
Was the pool clean, at the appropriate temperature and well maintained (i.e.
33 PRODUCT
tiling, lighting, etc.)?
34 PRODUCT
Were depth signs present?
35 PRODUCT
Was the area around the pool clean and free of any debris?
Were ample loungers, side tables and umbrellas provided and were
36 PRODUCT
they clean and in good repair?
37 PRODUCT
Were towels provided?
38 PRODUCT
Was a separate shower provided at pool and/or beach?
Page 57
© LQA 2020
SCORE 0.0%
DATE AND TIME:
Swimming pool/beach continued…
PERFORMANCE
39 For resort hotels, did an attendant offer to set up the lounger with towels and SERVICE
offer complimentary water?
40 For resort hotels were complimentary services provided at outdoor pool (e.g. PRODUCT
cleaning sunglasses, sorbets, individually portioned sun tan lotion, etc.)?
For resort hotels were a selection of complimentary, current lifestyle magazines

41 provided at the pool? (Due to Covid-19 this standard does not apply until SERVICE
further notice). ✓
42 SERVICE
Was a waiter service provided/available at the outdoor pool and/or beach?
TENNIS/SQUASH COURTS:
43 PRODUCT
Were the tennis courts clean, free of debris and flood lit?
44 PRODUCT
Was the tennis court surface well maintained and lines clearly defined?
45 PRODUCT
Were the tennis court nets in good repair?
46 PRODUCT
Were drinking water and towels available?
STEAM ROOM/SAUNA/JACUZZI:
Were safety instructions clearly displayed outside the heat
47 PRODUCT
experiences?
Were heat experiences clean, well maintained and appropriately
48 PRODUCT
heated?
49 PRODUCT
Were a thermometer and a timer present in the sauna?
Were towel hooks and a towel depository conveniently located next to heat
50 PRODUCT
experiences?
CHANGING ROOMS:
Was the changing room décor fresh in appearance and of a high
51 PRODUCT
standard (i.e. modern high end finish)?
Page 58
© LQA 2020
SCORE 0.0%
DATE AND TIME:
Changing rooms continued…
PERFORMANCE
52 PRODUCT
Were the walls, ceilings and floors clean and well maintained?
53 PRODUCT
Was all lighting fully illuminated?
54 PRODUCT
Were the showers, sinks and toilets clean and in good working order?
Was there a shampoo, conditioner and soap dispenser present
55 PRODUCT
in the shower cubicle?
56 PRODUCT
Were the lockers attractive, clean and well maintained?
57 PRODUCT
Were clean good quality towels, bathrobes and footwear available?
58 PRODUCT
Was a well lit, easily accessible shaving/make up mirror provided?
59 PRODUCT
Were weighing scales available?
60 Was a good quality hairdryer (i.e. minimum of 1875 wattage, Ionic, lamination PRODUCT
or Tourmaline fusion) available, and if so was it in good working order?
61 Was a range of amenities (minimum of body lotion, deodorant, hair care items, PRODUCT
razors, shaving cream) available?
61 0 0 3
0.0%
Page 59
© LQA 2020
TRANSPORT LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
TRANSFER:
1 EFFICIENCY
Was a hotel representative at the point of pick up at the scheduled time?
2 Did the employee hold a signboard/iPad with the correct spelling of the guest's SERVICE
name or hotel name printed (i.e. not handwritten)?
3 SERVICE
Did the employee offer assistance with luggage?
4 SERVICE
Did the employee offer car door assistance?
5 SERVICE
Did the employee advise the estimated journey time?

6 PRODUCT
7 SERVICE
Was bottled water available?
Was a universal telephone charger offered or readily available for the guest's
8 PRODUCT
immediate use?
9 SERVICE
In the case of hotel transport was a Wi-Fi service provided within the car?
10 In the case of hotel transport, was a kerbside greeting and seamless check in SERVICE
process provided on arrival to the hotel?
11 Did employee ascertain if the guest would like music played and if it was SERVICE
played, was it at an appropriate level?
12 SERVICE
Did the employee ascertain if the car temperature was satisfactory?
13 SERVICE
Did the employee drive in a safe and careful manner?
14 SERVICE
show appreciation?
EMOTIONAL
EMOTIONAL

17 INTELLIGENCE
18
19 INTELLIGENCE
Page 60
© LQA 2020
TRANSPORT LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
EMOTIONAL
20 INTELLIGENCE
EMOTIONAL
21
22
23
EMOTIONAL
EMOTIONAL
25 INTELLIGENCE
EMOTIONAL
EMOTIONAL
PRODUCT – VEHICLE:
28 PRODUCT
Was the car provided of high quality and in excellent condition?
29 CLEANLINESS
Was the exterior of the vehicle clean and polished?
30 CLEANLINESS
Was the interior of the vehicle clean, tidy and odor free?

30 0 0 0
0.0%
TRANSPORT - PRIMARY EMOTION

5
4
3
2
1
Page 61
© LQA 2020
SPA TREATMENT LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
RESERVATIONS:
1 Was the guest greeted or acknowledged within 90 seconds upon EFFICIENCY

entering the spa or if a booking was made by telephone was the call answered
within 3 rings with an appropriate greeting?
If an online spa booking facility was available, was it easy to navigate and book
2 EFFICIENCY
a treatment?
3 EFFICIENCY
Did the employee clarify the exact treatment required (i.e. type, duration)?
4 If the booking was made within 24 hours, did the employee confirm therapist's SERVICE
gender at the time of booking and was this adhered to?
If asked, was the reception employee knowledgeable about the treatments and
5 SERVICE
spa facilities?
6 Did the employee obtain the guest's name and room/contact number and repeat EFFICIENCY
details of the booking?
Was a confirmation subsequently received and did it include spa etiquette and
7 SERVICE
cancellation policy?
8 Did the employee advise the guest to arrive early to use the amenities prior to SERVICE
their treatment, where applicable?
ARRIVAL:
9 When entering the spa was there a sense of arrival that was calm and serene PRODUCT
(e.g. through light, sound and scent)?
10 SERVICE
Was there a designated receptionist present upon arrival?
Did the employee confirm the guest's appointment details (i.e. type and length
11 EFFICIENCY
of treatment)?
12 Did the employee offer to escort the guest to the changing rooms, whilst SERVICE
practicing physical distancing?
13 SERVICE
For first time guests, did the employee offer to explain the layout and facilities?
Were appropriate size bathrobes and slippers provided and were they clean and
14 PRODUCT
in good condition?
During the arrival process was the guest made aware of how he/she should be
15 EFFICIENCY
attired for the selected treatment?
Did the employee advise the guest of the sequence of events (i.e. where to go
16 SERVICE
once changed)?
THE TREATMENT:
17 Was the service provider available as per the booking time and if EFFICIENCY
not was an apology offered?
18 SERVICE
Did the service provider greet the guest and introduce herself/himself?
Did the service provider reconfirm the type and duration of the treatment
19 EFFICIENCY
booked?
20 Did the service provider carry out a personal health consultation or review the SERVICE
guest's health form, where applicable, prior to the treatment?
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SPA TREATMENT LQA
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DATE AND TIME:
The treatment continued….
PERFORMANCE
21 Did the employee advise the oil/scent to be used for signature treatments or SERVICE
give the guest a choice of oils/scent for a non-signature massage?
22 SERVICE
Was privacy given during disrobing and the treatment?
23 Did the service provider ensure that the guest was comfortable and that the SERVICE
room temperature was acceptable before commencing with the treatment?
With a massage was a bolster or rolled towel placed under the guest's ankles
24 SERVICE
while on his/her front and under the knees while on his/her back, or the
treatment bench adjusted if applicable?
25 SERVICE
Was an eye pad/face towel offered when guest turned on to their back (n/a for
facials) and were proper draping techniques used?
26 SERVICE
Was the guest appropriately covered with towels or sheets?
In the case of a massage did the service provider confirm that the pressure was
27 SERVICE
comfortable for the guest?
28 SERVICE
Was the treatment free of any interruptions and outside noise?
29 SERVICE
Was soothing/relaxing music played at an appropriate volume?
30 EFFICIENCY
Did the treatment begin and end on time and last for the full duration?
Upon completion of the treatment, did the service provider ascertain the guest's
31 SERVICE
satisfaction and provide post treatment advice (i.e. drink lots of water, skin care
advice, etc.)?
Was a choice of beverage offered upon completion of the treatment or available
32 SERVICE
in the relaxation room?
Was the guest escorted, whilst practicing physical distancing, back to the
33 SERVICE
lounge, changing/locker room or reception area and thanked?
34 SERVICE
Did the treatment received reflect what was advertised?
35 Was the treatment room and relaxation room (if applicable) clean and well CLEANLINESS
presented with all of the fresh linen/towels clean and in excellent condition?
Was the bill clearly itemized and correct and was it promptly presented and
36 EFFICIENCY
collected?
37 SERVICE
show appreciation?
EMOTIONAL
EMOTIONAL

40 INTELLIGENCE
41
Page 63
© LQA 2020
SPA TREATMENT LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
42 INTELLIGENCE
EMOTIONAL
43 INTELLIGENCE
EMOTIONAL
44
45
46
EMOTIONAL
EMOTIONAL
48 INTELLIGENCE
EMOTIONAL
EMOTIONAL

50 0 0 0
0.0%
SPA TREATMENT - PRIMARY EMOTION

5
4
3
2
1
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© LQA 2020
LHW BRANDING STANDARDS LQA
SCORE 0.0%
DATES:
PERFORMANCE
BRANDING STANDARDS (APPLICABLE TO LHW MEMBERS ONLY):
1 Was the Leading Hotels of the World black/white plaque prominently positioned PRODUCT
(i.e. in a location that was clearly visible during the arrival process)?
2 PRODUCT
Was the Leading Hotels of the World logo present on the hotel's homepage?
Was there a Leading Hotels of the World directory prominently displayed (i.e.
3 PRODUCT
visible and not in a drawer) in guest rooms?
Was Leading Hotels of the World directory available at the front desk/concierge
4 PRODUCT
desk on request?
Was the Leading Hotels of the World logo present on hotel letterhead/
5 PRODUCT
brochures?

5 0 0 0
0.0%
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DIGITAL RESERVATIONS LQA
SCORE 0.0%
DATES:
PERFORMANCE
DIGITAL - STANDARDS:
1 PRODUCT
Was the hotel's website professional in design and intuitive?
Did the hotel booking engine have differentiated imagery and descriptions for
2 PRODUCT
each room type?
3 Did the booking engine display all relevant room information regarding the bed PRODUCT
types, number of guests, and features available in room?
4 PRODUCT
Was the booking experience optimized for mobile devices?
5 Could the booking be completed within 5 booking steps (i.e. check availability, PRODUCT
room selection, add-ons, guest details and confirmation)?
Did the booking engine provide the option to display rates in multiple
6 PRODUCT
currencies?
Was hotel availability clearly displayed on the booking engine via an availability
7 PRODUCT
calendar?
8 PRODUCT
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.)?
9 PRODUCT
Were booking policies clearly stated at point of booking?
10 If booking made via the hotel's website, was a confirmation message sent from PRODUCT
the hotel with option to modify or cancel reservation online?
11 PRODUCT
If booked via the hotel's website, did subsequent reservation confirmation have
links to the hotel's facilities (i.e. restaurants/spa, etc.)?
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DIGITAL RESERVATIONS LQA
SCORE 0.0%
DATES:
PERFORMANCE
DIGITAL - IN-HOUSE COMMUNICATIONS:
Were all digital communications polite, professional and written without
12 SERVICE
abbreviations?
13 EFFICIENCY
Were all text message communications responded to within 5 minutes?
Where guest requests are made via in-house digital technology, was the
14 EFFICIENCY
functionality intuitive and seamless and were any requested items delivered
within 10 minutes for an urban hotel and 15 minutes for a resort hotel ?

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WAKE-UP CALL LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
THE WAKE-UP CALL REQUEST - STANDARDS:

3 Did the employee confirm the caller's request by repeating back key details EFFICIENCY
(room/time) to ensure correct understanding?
4 Did the employee offer any additional service before finishing the call (e.g. SERVICE
second call, coffee in the morning or just any additional service)?
DELIVERING THE WAKE-UP CALL - STANDARDS:
5 SERVICE
Was the wake-up call personalized (i.e. not recorded)?
6 Was the wake-up call received within 2 minutes of the requested time and did SERVICE
the employee use the appropriate greeting and announce the time of day?
7 SERVICE
show appreciation?
EMOTIONAL
9

9 0 0 0
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BACK OF HOUSE LQA
SCORE 0.0%
DATE AND TIME:
PERFORMANCE
BACK OF HOUSE PRODUCT:
1 PRODUCT
Were the waste storage area and receiving bay clean and well maintained?
2 PRODUCT
Were all kitchen areas clean and well maintained?
3 PRODUCT
Were all kitchen employees wearing clean and complete uniforms?
4 PRODUCT
Were safety/hygiene notices clearly visible?
5 PRODUCT
Were all refrigeration/cooling devices in good working order?
6 PRODUCT
Was the inside of the fridges clean and free of odor?
7 PRODUCT
Were fridge contents neatly stored (i.e. raised off the floor)?
8 PRODUCT
Were all food items appropriately covered?
9 PRODUCT
Were the kitchen areas properly ventilated?
10 PRODUCT
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 PRODUCT
security office and was it immediately accessible?
12 PRODUCT
Were the back of house areas (laundry, maintenance etc.) kept tidy?
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© LQA 2020
BACK OF HOUSE LQA
SCORE 0.0%
DATE AND TIME:
Back of House continued…
PERFORMANCE
13 PRODUCT
Were all back of house walls clean and well maintained?
14 PRODUCT
Was all flooring clean and in good repair?
15 PRODUCT
Were the back of house areas adequately lit?
16 PRODUCT
Were all the back of house areas free of obstruction?
17 PRODUCT
Were the employee changing rooms clean and well maintained?
18 Were the employee sinks, showers and toilets in good working order and were PRODUCT
liquid soap and hand towels available at the sinks?
19 PRODUCT
Were the lockers clean and well maintained?
20 PRODUCT
Were the employee changing rooms adequately ventilated?
21 PRODUCT
Was the employee canteen clean and well maintained?
22 PRODUCT
Was a separate employee elevator available?
Was there a separate employee entrance available (i.e. separate from guest
23 PRODUCT
entrance)?

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GUEST SECURITY & SAFETY LQA
SCORE 0.0%
DATES:
PERFORMANCE
ROOM PRODUCT AND FACILITIES:
Was an emergency lighting device/system (i.e. glowsticks, floor lighting) and/or

1 PRODUCT
a flashlight present in each room and was it easily located and in good working
order?
2 Was the emergency exit route displayed in the room and easily located (i.e. PRODUCT
back of door, in wardrobe)?
3 PRODUCT
Was the room door fitted with a viewing port and security latch?
4 PRODUCT
Did the room door automatically close shut and latch securely?
5 PRODUCT
Were ground floor balcony doors fitted with a secondary latch for added security?
PUBLIC AREAS - LOBBY:
6 SERVICE
Were the lobby and public areas kept clear of unattended luggage?
7 If the guest asked for a replacement key did the employee verify their identity EFFICIENCY
(e.g. via identification document or verification of unique personal information)?
Did employees use the guest's room number discreetly so as not to reveal this
8 SERVICE
to other guests?
PUBLIC AREAS - GUEST ROOM CORRIDORS:
9 Were house telephones present in the hotel corridors and in the case of resorts, PRODUCT
positioned at intervals in plain view along the outdoor pathways?
10 SERVICE
Did auxiliary employees (e.g. housekeeping, maintenance, etc.) close the guest
room doors when visiting the rooms (i.e. during turndown, repairs, etc.)?
Did employees explain they were unable to grant access to rooms without
11 SERVICE
verifying the guest's identity?
Was signage for the fire exits clearly visible and were the fire exits
12 PRODUCT
unobstructed?
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GUEST SECURITY & SAFETY LQA
SCORE 0.0%
DATES:
PERFORMANCE
FITNESS - FITNESS CENTER:
13 Were emergency cords/call buttons or telephone available in the gym and heat PRODUCT
experience facilities?
SECURITY:
14 If encountered, were security staff dressed professionally and did they display a SERVICE
friendly and courteous manner?
If access to the in-room safe was requested did the security employee confirm
15 EFFICIENCY
the registered guest's identity or positively identify the guest (e.g. check
passport/drivers licence or confirm three details on guest profile/reservation)?

15 0 0 0
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SUSTAINABILITY LQA
SCORE 0.0%
DATES:
PERFORMANCE
FRONT OFFICE:
1 Did the online reservation process provide the ability to make the booking SERVICE
carbon neutral?
2 SERVICE
Was an electric and/or hybrid hotel car option promoted for transfers?
3 SERVICE
Was a paperless check in/check out provided?
HOUSEKEEPING/PRODUCT:
Did the hotel offer an environmental opt-in option for not changing the bed
4 SERVICE
sheets daily?
Did the hotel offer an environmental opt-in option for not changing the towels
5 SERVICE
daily?
6 PRODUCT
Were bathroom products refillable/recyclable or in eco-friendly containers (i.e.
aluminium, plant based fibre, etc.) rather than single-use plastic bottles?
7 PRODUCT
Were all bathroom amenities free of single-use plastic wrapping?
8 PRODUCT
Were cotton bud stems and packaging plastic free?
Was all guest laundry returned plastic-free and in the case of covered items was
9 PRODUCT
this done with either reusable (i.e. canvas) or compostable/biodegradable (i.e.
not plastic) covers?
10 PRODUCT
Were guest slippers free of plastic wrapping?
11 Was a key card activated electricity or automated system present in the room PRODUCT
that shut off the lights/air conditioning?
12 Was air-conditioning regulated via balcony doors (i.e. automatically turns off if PRODUCT
balcony doors are open)?
13 SERVICE
Was television/music system not left on for arriving guests (i.e. with welcome
message) or following turndown (i.e. with music played)?
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SUSTAINABILITY LQA
SCORE 0.0%
DATES:
PERFORMANCE
FOOD & BEVERAGE:
Was all water provided, in outlets and within the room, in glass bottles or
14 PRODUCT
alternative eco-friendly containers (i.e. aluminium, tetra pack, etc.) only (i.e. no
plastic bottles)?
15 PRODUCT
Were all beverages free of plastic straws/stirrers?
16 FOOD
Was a minimum of one vegan starter and main course available on the menu?
17 FOOD
Was fish on the menu highlighted as being sustainably certified?
Where regional food is available, did the menu state seasonal options for the
18 FOOD
region?
19 FOOD
Was coffee/tea highlighted as being sustainably certified?
GENERAL:
20 SERVICE
Was the hotel certified to a sustainability label, as accredited by the Global
Sustainability Tourism Council (e.g. Earthcheck, Control Union, Vireo Srl, etc.)?

20 0 0 0
0.0%
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HYGIENE LQA
SCORE 0.0%
DATES:
PERFORMANCE
ADMINISTRATION:
Did the hotel have a documented process in place to check employee
1 HYGIENE
temperatures?
Did the hotel have a documented process in place to check guest temperatures
2 HYGIENE
(destination specific, if legally permitted)?
Did the hotel have a documented process in place to manage COVID-19
3 HYGIENE
suspected cases (employee, guest or third party contractor)?
Did the hotel have training records for staff on hygiene and sanitization
4 HYGIENE
protocols?
5 Did the hotel have documented cleaning protocols in relation to Covid-19 in HYGIENE
place for guest rooms, public areas, restaurants/bars, fitness centre and spa?
Did the hotel have documented cleaning protocols in place for public area high
6 touch areas (i.e. elevator buttons, door handles, reception desks, handrails, HYGIENE
etc.)?
Were posters displayed in the back of house areas detailing hand washing
7 HYGIENE
protocols for employees?
8 Were physical distancing practices implemented and communicated in all back HYGIENE
of house areas (i.e. staff changing rooms, staff canteen, shared spaces)?
9 Was hand sanitizer available at staff entrance, changing rooms, staff restrooms HYGIENE
and staff canteen?
FRONT OFFICE:
Did pre-arrival email and/or reservation confirmation detail hotel's Covid-19
10 HYGIENE
response/initiatives ?
11 HYGIENE
Were all front office employees wearing face masks?
Was signage displayed to reinforce physical distancing at front desk (i.e.
12 HYGIENE
amount and location of signage will be up to each brand/hotel)?
Were hand sanitizers and/or disinfectant wipes present at all front office desks
13 HYGIENE
(i.e. reception, concierge, porter and guest services)?
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HYGIENE LQA
SCORE 0.0%
DATES:
PERFORMANCE
Was a paperless and/or virtual check in/check out process available and where
14 signatures were required was there evidence of the pens being sanitized HYGIENE
between each guest?
Was ultraviolet light technology or alternative sanitizing technology utilized for
15 HYGIENE
sanitizing room keys?
Was a contactless payment option in place and where pin required was there
16 HYGIENE
evidence of sanitizing the terminal between each guest's use?
Did porters wear gloves when handling suitcases and offer to sanitize the
17 HYGIENE
luggage either before or on delivery to the room?
When knocking on a guest's door did the employees practice physical distancing
18 HYGIENE
by standing back from the door?
19 Did porters offer the option of entering the room for luggage delivery/collection HYGIENE
or delivering/collecting suitcases to/from the entrance to the room?
HOUSEKEEPING:
20 HYGIENE
Were all housekeeping employees wearing face masks and gloves?
21 Was guest given the option on arrival to choose that no employees enter the HYGIENE
room throughout the stay (i.e. no daytime servicing, turndown, etc.)?
Did the housekeeping employees refrain from entering the room when the guest
22 HYGIENE
was present (i.e. arrange to come back at another time)?
23 HYGIENE
24 HYGIENE
Was hand sanitizer and/or disinfectant wipes available in the guest bedrooms?
Were masks provided in the guest bedrooms or were guest made aware that
25 HYGIENE
they were available on request?
Was printed/digital/QR code information prominently displayed in the room

26 detailing cleaning/hygiene protocols that have been followed in regard to Covid- HYGIENE
19?
Were single use amenities provided in the room (i.e. toiletries, grooming items,
27 HYGIENE
etc.)?
28 HYGIENE
Were all magazines/newspapers removed from the room?
Was hand sanitizer and/or disinfectant wipes available in the public restrooms
29 HYGIENE
and outside elevators?
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HYGIENE LQA
SCORE 0.0%
DATES:
PERFORMANCE
30 Was signage displayed advising appropriate limitation to the number of guests HYGIENE
in elevators and/or were staff actively managing physical distancing?
31 HYGIENE
Was public area furniture rearranged in a way to ensure physical distancing?
Were public areas free of any shared amenities (i.e. coffee, water, food
32 HYGIENE
stations)?
Was there evidence (i.e. high visibility of employees cleaning) of regular

33 sanitization of high traffic areas (i.e. reception desk, elevator panel, door HYGIENE
handles, etc.)?
FOOD & BEVERAGE:
34 HYGIENE
Were all food and beverage employees wearing face masks?
Were physical distancing practices in place for queue, seating and

35 communication management (i.e. minimum of one metre distance between HYGIENE
guests kept at all times)?
36 HYGIENE
Was hand sanitizer and/or disinfectant wipes available in the restaurant?
37 HYGIENE
Were guests offered a hygienic option to store their masks in during the meal?
Was printed/digital/QR code information prominently displayed in the restaurant

19?
39 HYGIENE
Was a contactless payment option in place?
Were restaurant/bar tables positioned in a way to ensure sufficient physical
40 HYGIENE
distancing was in place?
41 HYGIENE
Were all plated dishes appropriately covered?
Did the employees ensure minimal contact with crockery/glassware/napkins

42 (i.e. water/wine glasses filled without touching the glassware, refrain from HYGIENE
napkin assistance, etc.)?
Were menus presented on single-use paper or covered in a surface than can be
43 HYGIENE
easily sanitized or were QR codes utilized?
44 HYGIENE
Was the restaurant table setup free of any pre-set condiments?
Were all condiments/sauces, butter, sugar selection appropriately covered and
45 HYGIENE
served versus being part of table setup?
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HYGIENE LQA
SCORE 0.0%
DATES:
PERFORMANCE
Was there evidence of regular sanitization of table tops (i.e. cleaning product vs
46 HYGIENE
a wet cloth)?
47 HYGIENE
In the case of buffets were sneeze guards in place?
48 In the case of buffets were employees present to assist guests plating the food HYGIENE
and/or were serving utensils placed on side plates and changed regularly?
In the case of buffets that had live stations, did the chefs wear gloves when
49 HYGIENE
handling all crockery?
Was in room delivery 'only' option extended (i.e. leave tray outside of the room
50 HYGIENE
as opposed to entering the guest's room?
51 HYGIENE
52 HYGIENE
Were all in room dining food and beverage items covered?
FITNESS/CHANGING ROOMS:
53 HYGIENE
Were all fitness employees wearing face masks?
54 Was signage displayed to reinforce physical distancing and/or did the employees HYGIENE
communicate physical distancing protocol in the fitness centre/changing rooms?
Was gym access actively managed to ensure physical distancing with guests
55 HYGIENE
having to pre-book gym time?
56 HYGIENE
Was fitness equipment spaced out to ensure sufficient physical distancing?
Were hand sanitizers and/or disinfectant wipes present in the fitness
57 HYGIENE
centre/changing rooms?
Was printed/digital/QR code information displayed and/or did an employee

58 HYGIENE
verbally communicate the fitness centre/changing rooms cleaning/hygiene
protocols that have been followed in regard to Covid-19?
Were employees actively and regularly wiping down/sanitizing equipment after
59 HYGIENE
guest's use?
SPA:
60 HYGIENE
Were all spa employees wearing face masks?
Was signage displayed to reinforce physical distancing and/or did the employees
61 HYGIENE
communicate physical distancing protocol in the spa?
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HYGIENE LQA
SCORE 0.0%
DATES:
PERFORMANCE
Were hand sanitizers and/or disinfectant wipes present at spa reception desk,
62 HYGIENE
changing area, relaxation area and treatment room?
Was printed/digital/QR code information prominently displayed in the spa

19?
Were spa menus presented on single-use paper or covered in a surface than can
64 HYGIENE
be easily sanitized or were QR codes utilized?
Was there visual/verbal indication of spa employees washing hands prior to and
65 HYGIENE
following each treatment?
66 HYGIENE
Was a contactless payment option in place?
Were any amenities individually portioned/wrapped (i.e. food/beverage
67 HYGIENE
offerings)?
TRANSPORT:
68 HYGIENE
Was the driver wearing a face mask?
69 HYGIENE
Were hand sanitizers and/or disinfectant wipes present in the car?
70 HYGIENE
Was a face mask provided to guests?
Was printed/digital/QR code information prominently displayed in the car

19?

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© LQA 2020

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HOTEL EMOTIONAL EMOTIONAL

LQA BENCHMARK 2020 UPDATED % SCORE DESCRIPTOR RATING

FRONT OFFICE OVERALL 0.0% 0.00

HOUSEKEEPING OVERALL 0.0%

FOOD AND BEVERAGE OVERALL 0.0% 0.00

PRODUCT OVERALL 0.0%

OTHER OVERALL 0.0% 0.00

RESERVATIONS - PRIMARY EMOTION

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang EMOTIONAL

TOTAL NUMBER OF STANDARDS : MEET BELOW N/A

RECEPTION CHECK IN - PRIMARY EMOTION

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang EMOTIONAL

TOTAL NUMBER OF STANDARDS : MEET BELOW N/A

RECEPTION CHECK OUT - PRIMARY EMOTION

Did an employee escort the guest to reception, whilst practicing physical

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang EMOTIONAL

PORTER/DOORMAN ARRIVAL - PRIMARY EMOTION

1 Was the telephone answered within 3 rings or 10 seconds with an EFFICIENCY

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang EMOTIONAL

TOTAL NUMBER OF STANDARDS: MEET BELOW N/A

PORTER/DOORMAN DEPARTURE - PRIMARY EMOTION

If a restaurant recommendation was requested, did the employee ascertain the

8 When asked for recommendations on services/dining options and the SERVICE

If there was an opportunity to do so, did the employee follow up on the

15 If applicable/available, were all text message requests promptly acknowledged EFFICIENCY

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang EMOTIONAL

TOTAL NUMBER OF STANDARDS: MEET BELOW N/A

GUEST SERVICES/CONCIERGE - PRIMARY EMOTION

allergic pillows, baby cot, etc.)?

under/on the door or a silent message left on the telephone?

left open due to view/seasonality?

type of stationery was missing)?

arrange and/or place items on to a washcloth/linen cloth)?

1 Was servicing completed by 15h00 each day or within 1 hour of SERVICE

hanging/activating the 'service room' sign/light?

clean, dry and free of any debris?

1 Was the telephone answered within 3 rings or 10 seconds with an EFFICIENCY

hotels and 15 minutes for resort hotels?

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang EMOTIONAL

limitations due to face masks)?

In the case of a single diner, was a newspaper/reading material or digital

Were coffee/tea/juice refills offered within 2 minutes and served within 5

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang EMOTIONAL

Did the outlet provide a comfortable dining/beverage experience (i.e. tables

Was a selection of international newspapers, news sheets or a digital news

TOTAL NUMBER OF STANDARDS: MEET BELOW N/A

RESTAURANT BREAKFAST - PRIMARY EMOTION

1 Was the telephone answered within 3 rings or 10 seconds with an EFFICIENCY

In the case of a single diner, was a newspaper/reading material or digital

THE EMPLOYEE - BEHAVIOURAL STANDARDS:

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang EMOTIONAL

Did the outlet provide a comfortable dining/beverage experience (i.e. tables

1 Was the telephone answered within 3 rings or 10 seconds with an EFFICIENCY

In the case of a single diner, was a newspaper/reading material or digital

THE EMPLOYEE - BEHAVIOURAL STANDARDS:

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang EMOTIONAL

Did the outlet provide a comfortable dining/beverage experience (i.e. tables

In the case of a single diner, was a newspaper/reading material or digital

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang EMOTIONAL