五星级酒店-质量标准检测LQA
RESERVATIONS TOTAL
SCORE
DATE AND TIME:
STANDARD MEET BELOW N/A RESERVATION - STANDARDS:
1Was the telephone answered within 3 rings or 10 seconds with an
appropriate greeting and the department identified?
2If the call was not answered in 3 rings or 10 seconds, was an
apology extended?
3
If caller is put on hold did it not exceed 30 seconds?
4Was the background free of any noise or disturbances (i.e. makes the
conversation difficult to hear or causes a distraction)?
5Did employee obtain guest's name and clarify its spelling where required?
6
Did employee confirm date in and date out?
7Did the employee clarify if the guest had stayed before?
8Did the employee establish the purpose of the visit (i.e. business, leisure, special occasions, etc.)?
9Did employee immediately check availability and if the dates requested were unavailable were alternative dates offered?
10
Were a minimum of two room types/rates offered?
11Did employee attempt to up sell to a higher room category by highlighting its benefits (i.e. size, view, amenities, etc.)?
12Did employee clearly state room rate and what it included/excluded (i.e. tax, service, meals etc)?
13Did the employee ask for the business (i.e. 'would you like me to make a booking for you')?
14
Did employee offer to take down the guest's address details?
15
Did employee obtain guest's telephone number?
16
Did employee obtain guest's fax number or e-mail address?
17Did employee request the caller's credit card details and were they repeated back for verification?
18Did employee explain cancellation policy and if applicable, the deposit policy?
19Did the employee clarify the hotel's smoking policy or clarify the
guest's smoking preference?
0.0%
RESERVATIONS TOTAL
SCORE
DATE AND TIME:
Reservation - standards….
STANDARD MEET BELOW N/A
20Did employee ascertain expected time of arrival and advise the check in time (in the case where the guest was an early arrival)?
21Did the employee clarify if the guest had any personal preferences (i.e. bed preference)?
22
Did employee ascertain if the guest required any transport arrangements?
23Did the employee promote at least one other hotel facility (i.e. offer to make a dinner or spa reservation)?
24Did employee repeat and confirm all details of the reservation during or at the end of the call?
25
Did employee offer reservation number or booking reference?
26Did the employee offer his/her name at the end of the call for any further assistance required?
THE EMPLOYEE - BEHAVIOURAL STANDARDS:
27Did the employee speak in a considerate, interested and
friendly manner and refrain from using any jargon?
28Did the employee demonstrate good listening skills (i.e. avoid repetition of questions) and ask additional questions where necessary?
29Did employee use the caller's name at least once during the interaction?
30Was the employee’s speech clear and use of English adequate to be fully understood?
31Did the call end with the employee offering a warm and enticing comment regarding the guest's forthcoming stay?
PRODUCT - CONFIRMATION:
32
Did employee automatically offer to send a confirmation?
33Was the confirmation received within 24 hours with the hotel's/group's logo and hotel contact details present and was all information within the confirmation correct?
34Did confirmation promote any other hotel facilities (i.e. restaurants, spa,
airport transfers)?
35
Did confirmation explain cancellation charges?
TOTAL NUMBER OF STANDARDS :MEET BELOW N/A
35000
0.0%
0.0%
RECEPTION TOTAL
SCORE
DATE AND TIME:
STANDARD MEET BELOW N/A CHECK IN - STANDARDS:
1Was guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk?
2If a queue was present was guest offered assistance within one minute of joining it?
3Did complete check in take no more than 5 minutes from the time of joining the queue?
4Was registration card prepared in advance with all of the correct information given at the time of reservation present (i.e. address)?
5If a pen was required, was a hotel branded/corporate style pen
provided?
6Was the room type, special requests (i.e. bed preference) and
departure date reconfirmed?
7
Was guest automatically offered a smoking or non smoking room (if
applicable and not ascertained during the reservation)?
8Did employee offer the guest an international/national newspaper
(faxed variety acceptable) for the following morning?
9
Did employee arrange porterage assistance?
10Did employee arrange for the guest to be escorted to the room (see rooming) and if this was done by a second employee, was that employee introduced to the guest?
11
If room was not ready on arrival, was guest shown to lounge area, offered a complimentary beverage and regularly updated on the situation?
THE EMPLOYEE - BEHAVIOURAL STANDARDS:
12
Were employees well groomed and immaculately presented in clean
uniforms, polished shoes and, if applicable, wearing name badges?
13Was the employee’s speech clear and use of English adequate to be fully understood?
14Did the employees smile and display a genuinely warm, friendly and interested manner?
15Did employee use the guest's name at least once during the
interaction?
0.0%
RECEPTION TOTAL
0.0%
SCORE DATE AND TIME:
The employee - behavioural standards continued…
STANDARD MEET BELOW N/A
16
Did an employee personalize the interaction in any way (i.e. engage in polite
conversation) and engage the guests as individuals?
17Did the employee make eye contact and give the guest their undivided
attention?
18Did the employee offer a warm and sincere farewell at the end of the
interaction?
TOTAL NUMBER OF STANDARDS :MEET BELOW N/A
18000
0.0%
RECEPTION TOTAL
SCORE
DATE AND TIME:
STANDARD MEET BELOW N/A CHECK OUT - STANDARDS:
1Was guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk?
2If a queue was present was guest offered assistance within one minute of joining it?
3Did complete check out take no more than 5 minutes from the time of joining the queue?
4Prior to presenting the bill, did the employee verify if there were
any last minute charges and post accordingly (i.e. mini bar, breakfast)?
5
Did employee print folio and present to guest for verification?
6
Was bill clearly itemized in English and was it accurate and complete?
7If a pen was required, was a hotel branded/corporate style pen provided?
8Did employee clarify the method of payment and then complete the transaction in a quick and efficient manner?
9
Was folio presented to guest neatly in a bill fold/envelope?
10
Did employee offer assistance with luggage?
11Did employee offer assistance with onward transport or reconfirm any prearranged transport?
12
Did employee ask at any point if guest had enjoyed their stay?
13
Did the employee offer an invitation to return?
14Did employee clarify if the guest was returning to the room and ensure that the key card remained operational (if applicable)?
THE EMPLOYEE - BEHAVIOURAL STANDARDS:
15
Were employees well groomed and immaculately presented in clean uniforms, polished shoes and, if applicable, wearing name badges?
16Was the employee’s speech clear and use of English adequate to be fully understood?
17Did the employees smile and display a genuinely warm, friendly and
interested manner?
0.0%
RECEPTION TOTAL
SCORE
DATE AND TIME:
The employee - behavioural standards continued…
STANDARD MEET BELOW N/A
18Did employee use the guest's name at least once during the interaction?
19
Did an employee personalize the interaction in any way (i.e. engage in polite conversation) and engage the guests as individuals?
20Did the employee make eye contact and give the guest their undivided attention?
21Did the employee offer a warm and sincere farewell at the end of the
interaction?
TOTAL NUMBER OF STANDARDS :MEET BELOW N/A
21000
0.0%
0.0%
ROOMING TOTAL
SCORE
DATE AND TIME:
STANDARD MEET BELOW N/A ROOMING THE GUEST - STANDARDS:
1
Did an employee escort the guest to his/her room?
2
Did the employee engage in polite, unobtrusive conversation with the guest?
3Was the employee’s speech clear and use of English adequate to be fully understood?
4Did the employee ascertain if it was the guest's first visit to the hotel and if it was were the locations of the restaurants, bars and health spa/fitness facilities pointed out (should be offered as opposed to automatic for returning guests)?
5
Was the key card operation explained (where required)?
6
Once at the room did the employee offer the option of a room orientation?
7
Did the employee point out heating/air-conditioning controls?
8Did employee explain any complex technical aspects of the room (i.e. electric curtains, audiovisual equipment, shower controls,
etc.)
9
Did employee advise how the internet could be accessed in the room (i.e. via Wi-Fi or cable) and who to contact for technical assistance?
10Did employee point out location of in room bar (if not in a prominent position) and mention any complimentary offerings (if applicable)?
11
Did employee mention the valet/laundry services?
12
Did employee point out any master switches for lighting (if applicable)?
13
Did employee point out location of hair dryer (if necessary)?
14
Did employee point out directory/room service menu?
15
Did employee point out in room safe?
16Did the employee offer any additional service before departing
(i.e. pressing, coffee/tea, etc.) and offer his/her name and/or a contact
number?
TOTAL NUMBER OF STANDARDS:MEET BELOW N/A
16000
0.0%
0.0%
PORTER/DOORMAN TOTAL
SCORE
DATE AND TIME:
STANDARD MEET BELOW N/A ARRIVAL - DOORMAN - STANDARDS:
1Was a porter/doorman present on arrival and if he was busy did he
positively acknowledge guest with hand or facial gesture?
2
Did employee offer assistance opening car doors on arrival?
3Did the employee welcome the guest to the hotel using the hotel name?
4Did employee offer assistance with luggage and confirm the number of pieces?
5Did employee open hotel entrance door for guest (unless automated revolving or automated door)?
6
If arrival by car, did employee offer to valet the car, give instructions on how to call for the car and provide a car collection ticket?
7Did an employee escort the guest to reception and introduce him/her by name to the receptionist or use technology (i.e. mike/headpiece) to pass on guest's name?
8If not, did the employee provide a luggage ticket, explain the luggage
handling procedure and offer directions to the reception desk?
9Did the employee manage the flow of traffic at the entrance to the hotel so that it was fluent and unobstructed (i.e. not restricted by over parking)?
ARRIVAL - PORTER - FUNCTIONAL STANDARDS:
10Did the porter arrive at the guest's room within 10 minutes of check in with the correct luggage?
11Did the employee knock on the door/ring the doorbell and if required wait ten seconds, and then knock on the door/ring the doorbell again before entering the room?
12Did the employee place the luggage on to the luggage rack/bench in the correct position (i.e. zipper facing the guest) and if a rack was not available did the employee offer to get one?
13
Did employee offer to hang the suit carrier/coat?
14In the case where the guest had to wait for his room, was the luggage placed into the room prior to his/her arrival?
15Was the luggage service organized and professional?
0.0%
PORTER/DOORMAN TOTAL
SCORE DATE AND TIME:
STANDARD MEET BELOW N/A THE EMPLOYEE - BEHAVIOURAL STANDARDS:
16
Were employees well groomed and immaculately presented in clean
uniforms, polished shoes and, if applicable, wearing name badges?
17Was the employee’s speech clear and use of English adequate to be fully understood?
18Did the employees smile and display a genuinely warm, friendly and interested manner?
19Did employee use the guest's name at least once during the luggage delivery process?
20
Did an employee personalize the interaction in any way (i.e. engage in polite conversation) and engage the guests as individuals?
21Did the employee make eye contact and give the guest their undivided
attention?
TOTAL NUMBER OF STANDARDS:MEET BELOW N/A
21000
0.0%
0.0%
PORTER/DOORMAN TOTAL
SCORE
DATE AND TIME:
STANDARD MEET BELOW N/A PORTER'S DEPARTURE - STANDARDS :
1Was the telephone answered within 3 rings or 10 seconds with an
appropriate greeting and the department identified?
2If the call was not answered in 3 rings or 10 seconds, was an
apology extended?
3
Did employee confirm number of luggage pieces to be collected?
4
Was luggage collected from room within 10 minutes of telephone request?
5If there is a delay in luggage collection was guest informed of the delay and
estimated new collection time?
6Did the employee knock on the door/ring the doorbell and if required wait ten seconds, and then knock on the door/ring the doorbell again before entering the room?
7Did the employee offer to retrieve the guest's car or arrange onward transportation?
8Did employee confirm the number of pieces to be collected and in the case of the luggage being stored was a luggage collection ticket offered at the point of collection?
9
Did the employee offer any additional service before departing?
10Was the luggage service organized and professional?
DOORMAN DEPARTURE - FUNCTIONAL STANDARDS:
11Did the employee pack the guest's luggage into the transport and confirm the number of luggage pieces at the point of departure?
12
Did the employee offer car door assistance?
13Did employee thank the guest and extend an invitation to return?
THE EMPLOYEE - BEHAVIOURAL STANDARDS:
14
Were employees well groomed and immaculately presented in clean uniforms, polished shoes and, if applicable, wearing name badges?
15Was the employee’s speech clear and use of English adequate to be fully understood?
16Did the employees smile and display a genuinely warm, friendly and interested
manner?
0.0%
PORTER/DOORMAN TOTAL
SCORE
DATE AND TIME:
The employee - behavioural standards continued…
STANDARD MEET BELOW N/A
17Did employee use the guest's name at least once during the luggage collection process?
18
Did an employee personalize the interaction in any way (i.e.
engage in polite conversation) and engage the guests as individuals?
19
Did the employee make eye contact and give the guest their undivided attention?
TOTAL NUMBER OF STANDARDS:MEET BELOW N/A
19000
0.0%
0.0%
GUEST SERVICES/CONCIERGE TOTAL
SCORE
DATES:
STANDARD MEET BELOW N/A GUEST SERVICES/CONCIERGE - STANDARDS
1Was a Clefs d'Or concierge employee visible during the stay (city hotels only)?
2Was the telephone answered within 3 rings or 10 seconds with an
appropriate greeting and the department identified?
3If the call was not answered in 3 rings or 10 seconds, was an
apology extended?
4Was the background free of any noise or disturbances (i.e.
makes the conversation difficult to hear or causes a distraction)?
5
Was guest not left holding for more than 30 seconds on the telephone?
6Was guest offered assistance immediately or if a queue was present was
he/she positively acknowledged with hand or facial gestures within 30
seconds of approaching the desk?
7If a queue was present was guest offered assistance within one minute of
joining it?
8Was the employee able to offer a good range of restaurant
recommendations (minimum of 2), based on the type of food required?
9Did the employee automatically offer to make any restaurant reservations
on the guest's behalf and offer directions where required?
10Was the employee knowledgeable regarding nearby places of interest (i.e.
theatre, tourist sights, sporting activities, shopping)?
11Was employee able to assist with onward travel arrangements (i.e. flights,
taxi, boat)?
12
Did concierge desk have an up to date supply of brochures?
13Did the employee offer accurate directions with a complimentary map of
surrounding area?
14
Were all messages/faxes/requested items delivered within 15 minutes?
15
Was all written information clear, legible and presented on hotel paper?
16Did employee offer complete and thorough solutions to all requests put
forward and offer their name for any further assistance required?
17Did the employee ask questions to fully understand the guest's needs and
respond with accurate information?
0.0%
GUEST SERVICES/CONCIERGE TOTAL
SCORE DATES:
STANDARD MEET BELOW N/A THE EMPLOYEE - BEHAVIOURAL STANDARDS:
18
Were employees well groomed and immaculately presented in clean
uniforms, polished shoes and, if applicable, wearing name badges?
19Was the employee’s speech clear and use of English adequate to be fully understood?
20Did the employees smile and display a genuinely warm, friendly and interested manner?
21Did the employees use the guest's name at least once during the interactions (where possible)?
22
Did an employee personalize the interaction in any way (i.e. engage in
polite conversation) and engage the guests as individuals?
23Did the employee make eye contact and give the guest their
undivided attention during all interactions?
TOTAL NUMBER OF STANDARDS:MEET BELOW N/A
23000
0.0%
0.0%
WAKE UP CALL TOTAL
SCORE
DATE AND TIME:
STANDARD MEET BELOW N/A THE WAKE-UP CALL REQUEST - STANDARDS:
1Was the telephone answered within 3 rings or 10 seconds with an
appropriate greeting and the department identified?
2If the call was not answered in 3 rings or 10 seconds, was an
apology extended?
3Was the background free of any noise or disturbances (i.e.
makes the conversation difficult to hear or causes a distraction)?
4Did employee confirm the caller's request by repeating back key details (room/time) to ensure correct understanding?
5Did the employee offer any additional service before finishing the call (i.e. second call, coffee in the morning or just any additional service)? DELIVERING THE WAKE UP CALL - STANDARDS:
6
Was the wake up call personalised (i.e. not recorded)?
7
Was wake up call received within 5 minutes of requested time?
8When delivering the wake up call did employee use the appropriate greeting?
9When delivering the wake up call did the employee announce time of day?
THE EMPLOYEE - BEHAVIOURAL STANDARDS:
10Did the employee speak in a considerate, interested and
friendly manner and refrain from using any jargon?
11Did employee use the guest's name at least once both when the wake up call was placed and when it was delivered?
12Was the employee’s speech clear and use of English adequate to be fully understood?
13Did the call end with the employee offering a warm, sincere
and positive closing?
TOTAL NUMBER OF STANDARDS :MEET BELOW N/A
13000
0.0%
0.0%
HOUSEKEEPING - ARRIVAL TOTAL
SCORE
DATE AND TIME:
STANDARD MEET BELOW N/A BEDROOM:
1
Was carpet/tiles/wood flooring clean and free of stains?
2
Were all walls, doors, baseboards clean and free of scuffs?
3
Were ceilings and vents clean and free of any dust?
4
Was room at a comfortable temperature on arrival and free of odour?
5
Was bed valance/skirting neatly arranged and clean (if applicable)?
6
Was the head board clean and in good repair?
7
Was bed made with clean linen, which was free of stains or tears?
8Were the bedspread/duvet/blankets/scatter cushions/bolsters clean?
9
Was all upholstered furniture clean and free of stains?
10
Were all furniture surfaces clean and dust/smear free?
11
Were all picture/door/mirror frames clean and dust free?
12Were all windows/mirrors/chrome/metal surfaces clean and free of smears?
13
Were curtains/voiles/shutters/blinds clean and properly fitted?
14
Was waste paper basket clean and in good condition?
15Was there a clean ashtray or equivalent dish present in smoking rooms?
16Was a note pad, pen/pencil available next to each telephone in the room?
17
Were wardrobes/drawers clean and free of any scuffs, dust or debris?
18
Was television clean and correctly tuned in?
19If there were clocks in the room did they all display the correct time and were they synchronized within two minutes of each
other?
20Were all light fixtures in bathroom and bedroom working properly and were they clean and dust free?
21Was balcony clean, swept and all balcony furniture clean and set up
(weather permitting)?
0.0%
HOUSEKEEPING - ARRIVAL TOTAL
0.0%
SCORE DATE AND TIME:
STANDARD MEET BELOW N/A BATHROOM:
22
Was the bathroom completely mould free?
23
Were the floor, walls, door and ceilings clean?
24
Was the shower, bath, sink and toilet clean?
25
Was shower/bath/sink controls polished?
26
Was shower curtain/door clean?
27
Were all counters, shelves and soap dishes clean and dry?
28
Was waste paper bin clean and in good condition?
29Was there a full box of tissues, a well presented toilet roll and a spare toilet
roll available?
30Were there 2 x clean drinking water glasses covered with stancaps or placed
upside down on to coasters (not wrapped in plastic)?
31
Were all towels clean, unstained and in good repair?
32
Were bathrobes present on arrival and were they clean and in good repair?
33
Were all amenities neatly arranged?
TOTAL NUMBER OF STANDARDS:MEET BELOW N/A
33000
0.0%
TURNDOWN TOTAL
SCORE
DATE AND TIME:
STANDARD MEET BELOW N/A BEDROOM:
1Was a turndown service provided between 18h00 and 22h00 daily?
2Did the employee knock on the door/ring the doorbell and if required wait ten seconds, and then knock on the door/ring the doorbell again before entering the room?
3If a do not disturb sign was present was a calling card/door knob card left under/on the door or a message left on the telephone?
4If the employee was encountered was he/she well presented and did they greet the guest with a smile?
5If guest was present in the room during turndown, did the employee
offer/arrange to return at a later convenient time?
6
Were the scatter cushions removed and the bedspread either folded back or removed and if removed were they not placed directly on to the floor?
7Did employee fold back sheets neatly and adjust pillows accordingly?
8
Was a bedside mat and slippers laid out?
9
Did employee draw curtains/blinds/shutters fully and neatly?
10
Did employee turn bedside lamp on and in the case of key activated lighting had the lighting been adjusted accordingly when the key card was inserted?
11Did employee leave room service breakfast card in a prominent position?
12
Did employee empty waste bins and ashtrays?
13Was the room generally tidied with all hotel amenities returned to their original position?
14Were the guest's clothes folded/neatly arranged and his/her shoes paired?
15
Was all change or jewellery left untouched?
16Was stationery replenished where required (i.e. when all of one type of stationery was missing)?
17Were any used glasses or room service soiled plates and cutlery
removed from room?
0.0%
TURNDOWN TOTAL
SCORE DATE AND TIME:
Bedroom continued…
STANDARD MEET BELOW N/A
18
Was television remote control placed on bed side table?
19Was ice bucket refreshed (if ice bucket was available)?
BATHROOM:
20
Did employee replace any used towels with clean ones?
21
Was a bath mat laid out in front of the shower/bath?
22Were all empty or almost empty amenities replaced (i.e. if less than 1/3 full)?
23
Was the shower/bath/sink and floor wiped down?
24
Was the toilet serviced?
25
Were bathroom water glasses cleaned and replaced?
26
Did employee tidy guest's personal toiletries (i.e. replace lids, neatly
arrange and/or place items on to a washcloth/linen cloth)?
TOTAL NUMBER OF STANDARDS:MEET BELOW N/A
26000
0.0%
0.0%
SERVICING TOTAL
SCORE
DATE AND TIME:
STANDARD MEET BELOW N/A SERVICING OF GUEST'S ROOM:
1Was servicing completed by 16h00 each day or within two hours of
hanging/activating the please service my room sign/light?
2Did the employee knock on the door/ring the doorbell and if required wait ten seconds, and then knock on the door/ring the doorbell again before entering the room?
3If a do not disturb sign was present was a calling card/door knob card left under/on the door or a message left on the telephone?
4If the employee was encountered was he/she well presented and did they greet the guest with a smile?
5If guest was present in the room during servicing, did the employee offer/arrange to return at a later convenient time?
6Was carpet/tiles/wood flooring freshly vacuumed/mopped and free of any debris?
7Was bed neatly made with a clean linen which was free of stains or tears and was the bedspread/throw and decorative cushions
replaced?
8
Did employee draw curtains fully and neatly?
9
Did employee empty waste bins and ashtrays?
10Was the room generally tidied with all hotel amenities returned to their original position?
11Were the guest's clothes folded/neatly arranged and his/her shoes paired?
12
Was all change or jewellery left untouched?
13Was stationery replenished where required (i.e. when all of one type of stationery was missing)?
14Were any used glasses or room service soiled plates and cutlery removed from room?
15Were any used laundry bags/lists replaced (if all bags/lists were removed)?
16Were any blown light bulbs replaced?
BATHROOM:
17
Did employee replace any used towels with clean ones?
18Were bathrobes re-hung?
0.0%
SERVICING TOTAL
SCORE
DATE AND TIME:
Bathroom continued….
STANDARD MEET BELOW N/A
19Were all empty or almost empty amenities replaced (i.e. if less than 1/3 full)?
20
Was the shower/bath/sink and floor cleaned?
21
Was the toilet serviced?
22
Were all bath/shower and sink controls polished?
23
Were all mirrors clean and free of smears?
24
Were bathroom water glasses cleaned and replaced?
25
Did employee tidy guest's personal toiletries (i.e. replace lids, neatly
arrange and/or place items on to a washcloth/linen cloth)?
TOTAL NUMBER OF STANDARDS:MEET BELOW N/A
25000
0.0%
0.0%