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LQA Standards

The document contains a checklist for evaluating room service. It includes questions about delivery time, order accuracy, service quality, employee appearance and conduct, food and beverage quality, cleanliness and presentation of items. There are over 50 questions total across multiple categories to assess various aspects of the room service experience.

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Sharad Sharma
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620 views

LQA Standards

The document contains a checklist for evaluating room service. It includes questions about delivery time, order accuracy, service quality, employee appearance and conduct, food and beverage quality, cleanliness and presentation of items. There are over 50 questions total across multiple categories to assess various aspects of the room service experience.

Uploaded by

Sharad Sharma
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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1. Order served within the standard time?

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2. Was an estimated delivery time provided?


3. Was the order served within 5 minutes prior to the estimated delivery time?
4. Did the person taking the order, confirm the order to ensure it was correct and complete?
5. Was a correct and clearly itemized bill presented and collected upon food delivery?
6. Was a tray/trolley removal requested?
7. If yes, was it collected within the stipulated time?

Service

1. Did the employee delivering the food knock on the door/ring the doorbell; wait another 10 seconds before
knocking on the door/ringing the doorbell again and announce themselves before entering the room?
2. Was the newspaper at the door?

3. If yes, did the employee bring it in with the food tray?


4. Were the guests asked where they would like the tray/trolley to be placed?
5. Did the employee secure the table leaf and set the table?
6. Did the employee position the chairs appropriately?
7. Did the employee make efforts to ensure the guests were comfortable?
8. Did the employee offer to pour the beverages, remove the cloche(s) and stancap(s) as applicable?
9. Was a tray removal card present?
10. If not, did the employee inform the guest of tray/trolley collection procedures?
11. Was all plastic/paper/foil wrapping removed before entering the room?
12. Were the appropriate condiments/sauces decanted into the appropriate dishes or in miniature form and
served with the meal?
13. Were milk/cream and a full sugar selection (i.e., white, brown and sweetener) offered with the coffee/tea?
14. Did the employee offer an appropriate farewell at the end of the conversation?

Physical Demonstrative sign

1. All employees well-groomed wearing clean, well-fitted uniforms and wearing name badges?
2. Was the employee’s speech clear and use of English/local language adequate in order to be fully understood
by the guests?
3. Did the employees engage in a well-paced, friendly and interested conversation with the guests?
4. Did the employee use the guest's name discreetly without overusing it?
5. Did the employee display appropriate body language a high level of confidence when carrying out his/her
duties?
6. Was the employee able to confidently answer questions about hotel facilities?
7. Did the employee make efforts to find out information requested by guests?
8. Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs?
9. Did the employee make every effort to meet the guest's requests or offer suitable alternatives?
10. Did the employee engage the guest as individuals and personalize interactions with guests?
11. Were efforts made to ensure service was organized and professional without being intrusive?
12. Did the employee actively listen to the guests without interrupting and give their undivided attention?
13. Did employees maintain alert postures and carry themselves appropriately while interacting with each other
in the presence of guests?
14. Did employees display self-control and empathy in challenging interactions and offer suitable alternatives
towards a resolution?
Product
1. Was the menu/drinks list clean, in good conditions, without grammatical errors and easy to read?
2. Were any special dietary requirements provided at any point during stay, acknowledged automatically?
3. Was the room service tray/trolley clean and in good condition?
4. Were the tablecloth or place mats or napkins clean, pressed and free of stains or tears?
5. Were the correct and clean cutlery, crockery and glassware provided?
6. Were clean and full salt and pepper cruets available?
7. Was a fresh floral/table decoration present?
8. Was a minimum of three different preserves served during breakfast?

Food
1. Was the food presented in an appealing manner?
2. Did the food served resemble the description from the menu?

Photo Comment

3. Was the food fresh having good flavours?


4. Was the texture of the food appropriate?
5. Was the food cooked as requested and served at the correct temperatures?
6. Were portions of acceptable or generous sizes?
7. Was a selection of hot and freshly brewed specialty teas/coffees available?
8. Were breads/bakery items of excellent quality?
9. Was the butter fresh and well presented?

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