Fairmont Standards 01 Jan 15 English

TOTAL
SCORE
RESERVATIONS
0.0%
DATE AND TIME:

STANDARD
MEET
RESERVATION - STANDARDS:
1 Was the telephone answered within 3 rings or 10 seconds with an appropriate
greeting?
2 If the caller is put on hold did it 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 conversation
difficult to hear or causes a distraction)?
4 Did the employee obtain the caller's name and children's names (if applicable) and
clarify spelling where required?
5
6
Did the employee confirm date in and date out?

Did the employee clarify if the caller had stayed before?
7 Did the employee immediately check availability and if the dates requested were
unavailable were alternative dates offered?
8
Were a minimum of two room types/rates offered?
9 Did the employee attempt to 'right sell' (i.e. offer rooms suitable to the individual
guest's needs) by offering a higher room category and/or package and highlighting
its benefits (e.g. size, view, amenities, etc.)?
10 Did the employee clearly state the room rate and what it included/excluded (i.e.
any additional fees)?
11
12
13
14
Did the employee obtain the caller's telephone number?

Did the employee obtain the caller's e-mail address?
Did the employee request the caller's credit card details?
Did the employee explain the cancellation policy and if applicable, the
deposit policy?
15 Did the employee clarify the hotel's smoking policy or clarify the
caller's smoking preference?
16 Did the employee ascertain the expected time of arrival and advise the check in
time (in the case where the guest was an early arrival)?
17
18
Did the employee clarify if the guest had any personal preferences (e.g. bed
preference)?
Did the employee ascertain if the caller required any transport arrangements?
Page 1
LQA 2014
BELOW
N/A
TOTAL
SCORE
RESERVATIONS
0.0%
DATE AND TIME:

Reservation - standards.
STANDARD
19
Did the employee offer any assistance with other bookings (e.g. offer to make a
dinner or spa reservation)?
20
Did the employee repeat and confirm all details of the reservation during or at the
end of the call (i.e. dates of the stay, room type, rate)?
21
22
MEET
BELOW
N/A
MEET
BELOW
N/A
Did the employee offer a reservation number or booking reference?

Did the employee offer any further assistance?
THE EMPLOYEE - BEHAVIOURAL STANDARDS:

23 Was the employees speech clear, well-paced, jargon/slang free and use of English
adequate to be fully understood?
24
Did the employees engage in a natural (non-scripted), friendly and interested

manner?
25
Did the employee use the caller's name naturally and discreetly without overusing
it?
26
Did the employee display a high level of confidence and knowledge when carrying
out his/her duties?
27 Was service anticipatory/intuitive and where required adapted/adjusted to meet

the caller's needs (i.e. caller should not have to request service at any point)?
28 Did an employee personalize the interaction in any way (i.e. engage in polite
conversation) and engage the caller as an individual?
29 Did the employee actively listen, giving the caller their undivided attention (i.e. the
guest should not have to repeat themselves)?
30 Where applicable, did the employee display self-control and empathy in challenging
interactions and offer a suitable alternative/resolution?
31
Did the employee offer a sincere farewell at the end of the conversation?
PRODUCT - CONFIRMATION:
Did the employee offer to send a confirmation and was it received within two hours
32 of the call (i.e. if call was made during the hotel's business hours) or first thing the
following business day, with the hotel/group logo and hotel contact details present
and was all information within the confirmation correct?
TOTAL NUMBER OF STANDARDS :
32
0.0%
Page 2
LQA 2014
RESERVATIONS - PRIMARY EMOTION

My primary emotion was:
EMOTIONAL EXPERIENCE
Completely engaged; exceptional emotional experience
Pampered, Special, Indulged
Positively engaged; positive emotional experience

Delighted, Appreciated, Individual
Engaged; minimal emotional experience

Respected, Understood, Content
Dissatisfied with emotional engagement

Disinterested, Disconnected, Disappointed
Extremely dissatisfied with emotional experience

Ignored, Stressed, Frustrated
Scale: 5 = extremely satisfied, 1 = extremely dissatisfied
Page 3
LQA 2014
TOTAL
SCORE
RECEPTION
0.0%
DATE AND TIME:

STANDARD
MEET
CHECK IN - STANDARDS:
1
Was the 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?
If a queue was present was the guest offered assistance within one minute of
joining it?
3 Did complete check in take no more than 5 minutes from the time of joining the
queue for a city hotel and 10 minutes for a resort property?
Was the room type, special requests (e.g. newspapers, bed preference, smoking
preference), pre-arranged bookings and departure date reconfirmed and were all
details correct?
Did the employee offer a complimentary international/national newspaper
(printed variety acceptable) for the following morning and was the requested
newspaper subsequently received?
Was the room ready by the advertised check in time?
If the room was not ready on arrival was an estimated time provided and was
the guest kept informed accordingly (e.g. via mobile, in person) with the room
provided by the estimated time?
8 If the room was not ready on arrival, did the employee offer the guest access to
the hotel's facilities (e.g. luggage storage, restaurants, fitness center, spa,
changing rooms, room charge facility, Wi-Fi, etc.)?
9 In the case of a first time guest, did the employee (receptionist or porter) offer a
brief orientation to the hotel by pointing out a minimum of two key hotel facilities
(e.g. location of breakfast restaurant, fitness center, spa, business center, etc.)?
10
Did the employee arrange porterage assistance?
11 Did the employee escort the guest to the room (or offer to) and if this was done
by a second employee, was that employee introduced to the guest?
If an escort to the room was declined, did the employee provide directions to the
12 elevators and allocated room?

13 Were employees well groomed and neatly presented in clean, well fitted uniforms
and, if applicable, wearing name badges?
14 Was the employees speech clear, well-paced, jargon/slang free and use of
English adequate to be fully understood?
15 manner?
Page 4
LQA 2014
BELOW
N/A
TOTAL
SCORE
RECEPTION
0.0%
DATE AND TIME:

The employee - behavioural standards continued
STANDARD
MEET
BELOW
N/A
MEET
BELOW
N/A
Did the employee use the guest's name naturally and discreetly without
16
overusing it?
17
Did the employee display a high level of confidence and knowledge when
carrying out his/her duties?

the guest's needs (e.g. guest should not have to request service at any point)?
conversation) and engage the guests as individuals?
20 Did employees collaborate seamlessly to ensure service was organized and
professional without being intrusive or repetitive?
21 Did the employee actively listen and maintain eye contact, giving the guest their
undivided attention (i.e. the guest should not have to repeat themselves)?
22 Did employees maintain alert postures and respect the guest's presence when
interacting with each other?
23 Where applicable, did the employee display self-control and empathy in
challenging interactions and offer a suitable alternative/resolution?
24
Did the employee offer a sincere farewell at the end of the interaction?

24
0.0%
RECEPTION - PRIMARY EMOTION




Page 5
LQA 2014
TOTAL
SCORE
RECEPTION
0.0%
DATE AND TIME:

STANDARD
MEET
CHECK OUT - STANDARDS:

1
If a queue was present was the guest offered assistance within one
minute of joining it?
Did complete check out take no more than 5 minutes from the time of joining the
queue?
4 Did the employee provide an opportunity for the guest to verify charges (e.g. print
folio, verbally advise, display on screen)?
5
Was the bill clearly itemized and was it accurate and complete?
6 Did the employee clarify the method of payment and then complete the
transaction in a quick and efficient manner?
7
Was the folio either presented to the guest neatly in a billfold/envelope or did the
employee offer to email the folio?
Did the employee offer assistance with luggage and onward transport or reconfirm
any pre-arranged transport?
Did the employee ask at any point if the guest had enjoyed their stay?
Did the employee show appreciation (e.g. thank guest) for the guest's business
10 and extend an invitation to return?

13

manner?
14
Did the employee use the guest's name naturally and discreetly without overusing
it?
15
out his/her duties?

the guest's needs (i.e. guest should not have to request service at any point)?
Page 6
LQA 2014
BELOW
N/A
TOTAL
SCORE
RECEPTION
0.0%
DATE AND TIME:

STANDARD
MEET
BELOW
N/A
MEET
BELOW
N/A
22

22
0.0%
RECEPTION - PRIMARY EMOTION




Page 7
LQA 2014
TOTAL
SCORE
PORTER/DOORMAN
0.0%
DATE AND TIME:

STANDARD
MEET
ARRIVAL - DOORMAN - STANDARDS:

1 Was a porter/doorman present on arrival and if he was busy did he positively
acknowledge the guest with hand or facial gesture?
2
3
4
5
Did the employee offer assistance opening car doors on arrival?

Did the employee welcome the guest to the hotel using the hotel
name?
Did the employee offer assistance with luggage and confirm the number of pieces?
Did the employee open hotel entrance door for the guest (unless automated or
revolving door)?
If arrival by car, did the employee offer to valet the car, give instructions on how
to call for the car and provide a car collection ticket?
Did 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 the guest's
name?
8 If not, did the employee offer directions to the reception desk?
ARRIVAL - PORTER - FUNCTIONAL STANDARDS:

Was the correct luggage either present in the room on arrival or delivered within
9 10 minutes of the guest's arrival to the room for an urban hotel and 15 minutes
for a resort hotel?
10
11
12
Did the employee knock on the door/ring the doorbell and if required wait 10
seconds, and then knock on the door/ring the doorbell again before entering the
room?
Did 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?
Did the employee offer to hang the suit carrier/coat?
13 In the case of a first time guest, did the employee (receptionist or porter) offer a
brief orientation to the room by pointing out a minimum of two unique/relevant
features (e.g. location of safe, Wi-Fi password, complex technical features, etc.)?
14 Did the employee (receptionist or porter) offer any additional service before
departing (e.g. pressing, coffee/tea, etc.)?
15
Was the luggage service organized and seamless with the guest not having to
identify or prompt for his/her baggage at any time?
In the case where the guest had to wait for his room, was the luggage placed into
16 the room prior to his/her arrival?

Page 8
LQA 2014
BELOW
N/A
TOTAL
SCORE
PORTER/DOORMAN
0.0%
DATE AND TIME:

The employee continued
STANDARD
MEET
BELOW
N/A
TOTAL NUMBER OF STANDARDS:
MEET
BELOW
N/A
27
19

manner?
20
it?
21
out his/her duties?

0.0%
PORTER/DOORMAN - PRIMARY EMOTION




Page 9
LQA 2014
TOTAL
SCORE
PORTER/DOORMAN
0.0%
DATE AND TIME:

STANDARD
MEET
PORTER'S DEPARTURE - STANDARDS:

1 Was the telephone answered within 3 rings or 10 seconds with an
appropriate greeting?
2 Was luggage collected from room within 10 minutes of telephone request for an
urban hotel and 15 minutes for a resort hotel?
3 If there is a delay in luggage collection was the guest informed of the delay and
given an estimated new collection time?
4 seconds, and then knock on the door/ring the doorbell again before entering the
room?
5
6
Did the employee offer to retrieve the guest's car or arrange

onward transportation?
Did the employee confirm the number of pieces to be collected?
7 Was the luggage service organized and seamless with the guest not required to
identify or prompt for his/her baggage at any time?
DOORMAN DEPARTURE - FUNCTIONAL STANDARDS:

8 Did the employee pack the guest's luggage into the transport and confirm the
number of luggage pieces at the point of departure?
9 Did the employee offer car door assistance?

12

manner?
13
it?
14
out his/her duties?

16 Did an employee personalize the interaction in any way (i.e.
engage in polite conversation) and engage the guests as individuals?
Page 10
LQA 2014
BELOW
N/A
TOTAL
SCORE
PORTER/DOORMAN
0.0%
DATE AND TIME:

STANDARD
MEET
BELOW
N/A
MEET
BELOW
N/A


20
0.0%
PORTER/DOORMAN - PRIMARY EMOTION




Page 11
LQA 2014
GUEST SERVICES/CONCIERGE
TOTAL
SCORE
0.0%
DATES:
STANDARD
MEET
GUEST SERVICES/CONCIERGE - STANDARDS:

1
Was a Clefs d'Or concierge employee visible during the stay (city
hotels only)?
2 Was the telephone answered within 3 rings or 10 seconds with an appropriate

greeting?
3 Was the background free of any noise or disturbances (i.e.
makes the conversation difficult to hear or causes a distraction)?
4 If the guest is put on hold did it not exceed 30 seconds or was the caller offered a
call back option?
6
7
If a queue was present was the guest offered assistance within one minute of
joining it?
Did the employee ask questions to fully understand the guest's needs?
8 Did the employee display first-hand knowledge and local expertise by offering
suitable and thorough recommendations based on the information provided?
If there was an opportunity to do so, did the employee follow up on the
9 suggestions/recommendations provided to ensure the guest's complete
satisfaction?
10 Did the employee offer accurate directions with a complimentary map or suitable
alternative (e.g. mobile app) of surrounding area?
11
Were all requested items delivered within 15 minutes?
12 Were all pre-stay enquiries/emails responded to the same day or if enquiry was
made outside business hours, by the next business day?
13 Were all confirmations neatly presented on hotel paper or delivered electronically?

16 manner?
Page 12
LQA 2014
BELOW
N/A
TOTAL
SCORE
0.0%
DATES:
STANDARD
MEET
BELOW
N/A
MEET
BELOW
N/A
17
it?
18
out his/her duties?


24
0.0%
GUEST SERVICES/CONCIERGE - PRIMARY EMOTION




Page 13
LQA 2014
TOTAL
SCORE
WAKE-UP CALL
0.0%
DATE AND TIME:

STANDARD
MEET
BELOW
N/A
MEET
BELOW
N/A
THE WAKE-UP CALL REQUEST - STANDARDS:

2
Did the employee confirm the caller's request by repeating back key details
(room/time) to ensure correct understanding?
3 Did the employee offer any additional service before finishing the call (e.g. second
call, coffee in the morning or just any additional service)?
DELIVERING THE WAKE-UP CALL - STANDARDS:

4
Was the wake-up call personalized (i.e. not recorded)?
5 Was the wake-up call received within 2 minutes of the requested time and did the
employee use the appropriate greeting and announce the time of day?

7
it?
Did the call end with the employee offering a warm, sincere
and positive closing?

8
0.0%
Page 14
LQA 2014
HOUSEKEEPING - ARRIVAL
TOTAL
SCORE
0.0%
DATE AND TIME:

STANDARD
MEET
BEDROOM:
1
Were the carpet/tiles/wood flooring clean and free of stains?
2 Were all walls, doors, baseboards clean and free of scuffs (i.e. not noticeably
scuffed in several places)?
3
4
5
6
7
8
9
10
11
12
Were ceilings and vents clean and free of any dust?

Was the room at a comfortable temperature on arrival and free of odor?
Was the bed valance/skirting neatly arranged and clean (if applicable)?
Was the headboard clean and in good repair?
Was the bed made with clean linen, which was free of stains or tears?
Were the bedspread/duvet/blankets/scatter cushions/bolsters
clean?
Was all upholstered furniture clean and free of stains?
Were all the furniture surfaces clean and dust/smear free?
Were all the picture/door/mirror frames clean and dust free?
Were all the windows/mirrors/chrome/metal surfaces clean and free
of smears?
13 Were the curtains/voiles/shutters/blinds clean and properly fitted?
Page 15
LQA 2014
BELOW
N/A
TOTAL
SCORE
0.0%
DATE AND TIME:

Bedroom continued
STANDARD
14
15
16
MEET
Was the wastepaper bin clean and in good condition?

Was there a clean ashtray or equivalent dish present in smoking
rooms?
Was a notepad, pen/pencil available next to each telephone in the room?
17
Were the wardrobes/drawers clean and free of any scuffs, dust or debris?
18
Was the television clean and correctly tuned in?
19 If there were clocks in the room did they all display the correct time and were they
synchronized within 2 minutes of each other?
20 Were all light fixtures in the bathroom and bedroom working
properly and were they clean and dust free?
Was the balcony clean, swept and all balcony furniture clean and set up (weather
21 permitting)?
BATHROOM:
22
23
24
Was the bathroom completely mold free?

Were the floor, walls, doors and ceiling clean?
Were the shower, bath, sink and toilet clean?
25 Were the showerhead and bath/sink taps polished and free of lime scale?
Page 16
LQA 2014
BELOW
N/A
TOTAL
SCORE
0.0%
DATE AND TIME:

Bathroom continued
STANDARD
26
27
28
MEET
BELOW
N/A
MEET
BELOW
N/A
33
Was the shower curtain/door clean?

Were all counters, shelves and soap dishes clean and dry?
Was the wastepaper bin clean and in good condition?
29 Was there a full box of tissues, a well presented toilet roll and a spare toilet roll
available?
30
31
32
33
Were there 2 x clean drinking water glasses/beakers present?

Were all towels clean, unstained and in good repair?
Were bathrobes and slippers present on arrival and were they clean and in good
repair?
Were all amenities neatly arranged?
0.0%
Page 17
LQA 2014
TURNDOWN
TOTAL
SCORE
0.0%
DATE AND TIME:

STANDARD
MEET
BEDROOM:
1
Was a turndown service provided between 18h00 and 21h30?

seconds, and then knock on the door/ring the doorbell again before entering the
room?
3 If a 'privacy' sign/light was present was a calling card/door knob card left
under/on the door or a message left on the telephone?
4 If the employee was encountered was he/she well presented and did they greet
the guest with a smile?
5 If guest was present in the room during turndown, did the employee offer/arrange
to return at a later convenient time?
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?
Did employee fold back sheets neatly and adjust pillows accordingly whilst
respecting the guest's preference (i.e. bed turned down on the correct side of bed
based on previous evening)?
8
Were bedside slippers laid out next to the bed (bedside mat optional)?
9 Did employee draw curtains/blinds/shutters fully and neatly, unless purposely left
open due to view/seasonality?
Page 18
LQA 2014
BELOW
N/A
TURNDOWN
TOTAL
SCORE
0.0%
DATE AND TIME:

Bedroom continued
STANDARD
10
11
12
13
14
MEET
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?
Did employee leave room service breakfast card in a prominent
position or was alternative ordering facility actively promoted (e.g. iPad/television
ordering option)?
Did employee empty waste bins and ashtrays?
Was the room intelligently tidied whilst respecting guests preferences (i.e.
magazines/directory straightened but not moved from where guest has left them,
guests clothes neatly folded but left in full view, repositioned furniture left where
it has been placed, etc.)?
Were the guest's clothes tidied and his/her shoes paired, with all items left in
view?
15 Was all change or jewelry intelligently tidied (e.g. placed into a small jewelry dish)
or left untouched?
16
Was the stationery/amenities replenished where required (i.e. when all of one type
of stationery was missing)?
17 Were any used glasses or room service soiled plates and cutlery
removed from room and replaced (where required)?
18 Was the television remote control placed on bedside table?
BATHROOM:
19 Did the employee replace any used towels with clean ones?
Page 19
LQA 2014
BELOW
N/A
TOTAL
SCORE
TURNDOWN
0.0%
DATE AND TIME:

Bathroom continued
STANDARD
MEET
BELOW
N/A
MEET
BELOW
N/A
20 Was a bathmat laid out in front of the shower and/or bath/sink (if enough floor
space without overlapping)?
21
22
23
Were all empty or almost empty amenities replaced (i.e. if less than 1/3 full)?
Were the shower/bath/sink/toilet and floor wiped down?
Were the bathroom water glasses cleaned and/or replaced?
24 Did the employee tidy guest's personal toiletries (i.e. replace lids, neatly arrange
and/or place items on to a washcloth/linen cloth)?

24
0.0%
Page 20
LQA 2014
SERVICING
TOTAL
SCORE
0.0%
DATE AND TIME:

STANDARD
MEET
SERVICING OF GUEST'S ROOM:

1 Was servicing completed by 15h00 each day or within 1 hour of hanging/activating
the 'service room' sign/light?
room?
3 If a 'privacy' sign/light was present, was a calling card/door knob card left
4 If the employee was encountered was he/she well presented and did they greet
the guest with a smile?
5 If the guest was present in the room during servicing, did the employee
offer/arrange to return at a later convenient time?
6
Was the carpet/tiles/wood flooring freshly vacuumed/mopped and free of any

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
replaced?
8 Did the employee open the blackout curtains fully and neatly with sheer curtains
opened or closed depending on the heat/temperature?
9
Did the employee empty the waste bins and ashtrays?
Was the room intelligently tidied whilst respecting guests preferences (i.e.
10 magazines/directory straightened but not moved from where guest has left them,
guests clothes neatly folded but left in full view, repositioned furniture left where
it has been placed, etc.)?
Page 21
LQA 2014
BELOW
N/A
SERVICING
TOTAL
SCORE
0.0%
DATE AND TIME:

Bedroom continued
STANDARD
11
MEET
Were the guest's clothes tidied and his/her shoes paired, with all items left in
view?
12 Was all change or jewelry intelligently tidied (e.g. placed into a small jewelry dish)
or left untouched?
13
Was the stationery/amenities replenished where required (i.e. when all of one type
of stationery was missing)?
14 Were any used glasses or room service soiled plates and cutlery
removed from room and replaced (where required)?
15
Were any used laundry bags/lists replaced (if all bags/lists were
removed)?
16 Were any blown light bulbs replaced?
BATHROOM:
17
18
19
Did the employee replace any used towels with clean ones?
Were the bathrobes re-hung?
Were all empty or almost empty amenities replaced (i.e. if less than 1/3 full)?
20 Were the shower/bath/sink/toilet and floor wiped down?
Page 22
LQA 2014
BELOW
N/A
TOTAL
SCORE
SERVICING
0.0%
DATE AND TIME:

Bathroom continued.
STANDARD
MEET
BELOW
N/A
MEET
BELOW
N/A
21 Were all bath/shower and sink controls polished and was bathroom counter clean,
dry and free of any debris?
22
23
Were all mirrors clean and free of smears and was the shower curtain/door clean?
Were the bathroom water glasses cleaned and/or replaced?
24 Did the employee tidy the guest's personal toiletries (i.e. replace lids, neatly
arrange and/or place items on to a washcloth/linen cloth)?

24
0.0%
Page 23
LQA 2014
LAUNDRY
TOTAL
SCORE
0.0%
DATE:
STANDARD
MEET
COLLECTION:
2 Was the laundry/pressing collected within 10 minutes of request for urban hotels
and 15 minutes for resort hotels?
room?
DELIVERY AND PRESENTATION:

4
5
Was all the laundry/pressing delivered within specified time?

If any delay in the delivery time, was the guest informed immediately?
6 If a 'privacy' sign/light was present was a calling card/door knob card left
7 Were all collected items returned and if so were they returned as requested (i.e.
folded, on a hanger, etc.)?
8
Were all laundry items appropriately cleaned, pressed and free of

odor?
9 If a stain could not be removed from a garment was the guest informed through a
printed card or via a telephone message?
Page 24
LQA 2014
BELOW
N/A
LAUNDRY
TOTAL
SCORE
0.0%
DATE:
Delivery and presentation continued
STANDARD
MEET
10 Were any personal items left in clothes (e.g. money, business cards, etc.)
returned?
Were all hanging garments returned on good quality hangers (i.e. not wire) and
11 covered in either plastic or an environmentally friendly covering (covering n/a for
pressing)?
12
Were folded garments delivered in a box/basket/tray?
13 Were minor repairs automatically carried out where required (e.g. buttons
replaced if fallen off or loose, collar stays replaced, etc.)?
14
Were the garments free of any staples, pins or laundry tags?
15 Were any shoes given for cleaning returned on time, cleaned/polished to a good
standard and well presented?

17 Was the employees speech clear, well paced, jargon/slang free and use of English
18
Did the employees engage in a natural (non scripted), friendly and interested
manner?
Page 25
LQA 2014
BELOW
N/A
TOTAL
SCORE
LAUNDRY
0.0%
DATE:
STANDARD
19
MEET
BELOW
N/A
MEET
BELOW
N/A
it?

22 Where applicable, did the employee display self control and empathy in

22
0.0%
Page 26
LQA 2014
TOTAL
SCORE
RESTAURANT - BREAKFAST
0.0%
OUTLET:
DATE AND TIME:
STANDARD
MEET
ARRIVAL/SEATING:
1
Was the guest greeted or acknowledged within 30 seconds upon

entering the restaurant?
If the guest was kept waiting did the employee acknowledge this and apologize for
the delay?
3 Did the employee seat the guest within 1 minute of their arrival at a fully laid table
or if the restaurant was full, communicate how long it would be and then provide
the table within this timeframe?
4 Did employees offer seating assistance, remove covers if necessary and present
the menu (if applicable)?
5
In the case of a single diner, was a newspaper/reading material offered?
In the case of a buffet, did the employee offer an orientation to the breakfast
6 procedure on the guest's first visit to the restaurant (i.e. guests should help
themselves to the buffet)?
SERVICE:
7 Did the waiter offer coffee/tea and a choice of juice (if juice was served as opposed
to being on the buffet) within 1 minute of seating?
8
9
10
Was coffee/tea/juice served within 3 minutes of order?

When taking the order did the waiter exhibit a good working knowledge of the
menu and its ingredients?
Did the waiter accommodate any reasonable off menu requests?
11 Did the employee obtain a full and complete order (i.e. cooking instructions, toast
preference, accompaniments etc.)?
12
Was the correct and complete breakfast order served within

10 minutes of order, unless the employee informed the agent of an expected delay
(i.e. due to longer preparation times)?
13 Did the waiter ascertain if the guest required any condiments and were they
served in the appropriate containers (i.e. decanted from the bottle or miniatures)?
14
Did the employee replace cutlery as required?
15 Were dishes cleared within 3 minutes of all guests finishing their meals or as
required during the meal?
16 Was coffee/tea/juice replenished as required?
Page 27
LQA 2014
BELOW
N/A
TOTAL
SCORE
0.0%
OUTLET:
DATE AND TIME:
Service continued
STANDARD
17
18
MEET
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
satisfactory?
Was the bill clearly itemized and correct and was it promptly presented and
19 collected?

22

manner?
23
it?
24
out his/her duties?

31 Did the employee offer a sincere farewell at the end of the interaction?
BUFFET (IF APPLICABLE):

32 Was the buffet clean, attractively presented, well laid out and the food sufficiently
covered (i.e. in the case of outdoor venues)?
Page 28
LQA 2014
BELOW
N/A
TOTAL
SCORE
0.0%
OUTLET:
DATE AND TIME:
Buffet continued
STANDARD
MEET
33 Were any unidentifiable food or beverage items clearly labeled and

were the labels clean and uniform in appearance?
34
35
36
37
Were all dishes replenished as required?

Were the appropriate crockery and service utensils available?
In the case of a hot buffet, were warmed plates available?
Was a chef present behind the buffet at all times (where a working
station was present)?
38 In the case of hot foods did the chef present a clean warm plate?
MENU AND FOOD:

39
Was the menu/wine list clean, in good repair, grammatically correct and easy to
read?
40 Were alternative menu options (e.g. vegetarian, gluten free, lactose free, etc.)
verbally advised or clearly stated on the menu?
41
42
43
44
45
Was the food presented in an appealing manner and did it directly resemble its
description from the menu?
Was the food fresh and of good flavor?
Was the food cooked as requested and served at the correct temperature?
Were portions of acceptable size?
Were at least two freshly squeezed juices available?
Was a selection of specialty teas/coffees available and was the coffee/tea hot and
46 freshly brewed?
TABLE LAYOUT/RESTAURANT:
47 Were all tables in the restaurant consistently laid up and promptly
cleared when guests depart (i.e. within 10 minutes)?
48 Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears
(paper not acceptable)?
Were the correct cutlery, crockery and glassware provided and were they clean
49 and in good repair?
Page 29
LQA 2014
BELOW
N/A
TOTAL
SCORE
0.0%
OUTLET:
DATE AND TIME:
Table layout/restaurant continued
STANDARD
50
51
MEET
BELOW
N/A
MEET
BELOW
N/A
Was the butter fresh and well presented (i.e. no blister packs)?
Were salt and pepper cruets available and if so were they clean and full?
52
Were milk/cream and a full sugar selection (i.e. white, brown and sweetener)
offered with the coffee/tea?
53
Was there a minimum of three different preserves available on the table or at the
buffet?
54
Were a selection of international newspapers, news sheets or a digital news option

available?

54
0.0%
RESTAURANT - PRIMARY EMOTION




Page 30
LQA 2014
TOTAL
SCORE
RESTAURANT
0.0%
OUTLET:
DATE AND TIME:
STANDARD
MEET
RESERVATION:
2 Did the employee obtain the guest's name and use the caller's name at least once
during the conversation?
3 Did the employee obtain the number of people dining, the dining time and the
telephone/room number?
4
Did the employee repeat and confirm the details?
Did the call end with the employee offering a warm and sincere
5 closing?
ARRIVAL/SEATING:
6

entering the restaurant?
the delay?
9
Did the employee offer seating assistance, remove covers if necessary and present
the menu/wine list?
10 Where restaurant lighting was dimmed, was alternative lighting source provided
for the menu (e.g. menu light)?
11
In the case of al fresco dining, was a pashmina/blanket/direct heating facility

offered in cool conditions?
12 In the case of a single diner, was a newspaper/reading material offered (applicable

to all day dining venues only)?
13 Did the employee explain any specials of the day where applicable (i.e. soup, fish,
etc.) or any items that were not available?
SERVICE:
14
15
16
Was a pre-meal drink offered within 2 minutes of seating?

Did the waiter automatically suggest mineral water with the meal?
Was the food and beverage order taken within 10 minutes of seating?
Was the waiter able to answer any questions with regard to the menu and its
17 ingredients?
Page 31
LQA 2014
BELOW
N/A
TOTAL
SCORE
RESTAURANT
0.0%
OUTLET:
DATE AND TIME:
Service continued
STANDARD
18
MEET
Did the employee accommodate any reasonable off menu requests?
19
Did the employee obtain a full and complete order (i.e. cooking instructions,
accompaniments etc.)?
20
Did the waiter automatically suggest a starter and side orders (if
applicable) for each guest?
21
Were bread/rolls served if applicable to the type of cuisine?
Did the employee/sommelier have good product knowledge with regard to the
22 wines/beverages and did he/she recommend a suitable wine to accompany the
meal?
23
24
25
Was the correct drinks order served within 5 minutes of order?

Were drinks served and cleared using a tray?
Was the starter served within 15 minutes of order or previous course (e.g. amuse
bouche), unless the employee advised of an expected delay due to preparation
times?
26 Was the main course served within 20 minutes of starter/previous course (e.g.
amuse bouche) being removed or within 30 minutes if no starter was ordered,
unless the employee informed the agent of an expected delay?
27
28
Were all plated items served with as little disruption to the guest as possible?
Was the order correct and complete?
29 Were all appropriate condiments offered and were they served in the appropriate
containers (i.e. decanted from the bottle or miniatures)?
30
Did the waiter automatically offer an additional bottle of wine/water upon

completion of the first?
32
Did the waiter remove side plate, side knife, butter and cruets and then crumb
down the table on completion of the main course in the case of a formal
restaurant?
33 Did the waiter automatically offer desserts?
Page 32
LQA 2014
BELOW
N/A
TOTAL
SCORE
RESTAURANT
0.0%
OUTLET:
DATE AND TIME:
Service continued
STANDARD
MEET
34 Was the dessert served within 10 minutes of the order being taken unless the
employee informed the guest of an expected delay?
35 Did the waiter automatically offer coffee/tea and clarify the guest's
coffee/tea preference (i.e. cappuccino, espresso etc.)?
36
37
38
39
40
Was the coffee/tea served within 5 minutes of order?

Was milk/cream and a full sugar selection (i.e. white, brown and sweetener)
Did the waiter automatically offer coffee/tea refills?
Did the waiter suggest dessert wine and/or post-meal drinks?
satisfactory?
41 collected?
WINE/BEVERAGE SERVICE:
42
Did the waiter present the wine to the guest and open the bottle at
the table?
43 Did the waiter pour a small amount of wine for the guest to sample and upon
confirmation that it was satisfactory, fill the glass accordingly?
44
45
Was red wine served at room/appropriate temperature and white/ros wine

chilled?
Did the waiter top up the glass as required?
46 Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of
canned, bottled or mixed drinks (not applicable to cocktails)?
47 Did the waiter offer an additional beverage within 2 minutes of drink being empty?

Page 33
LQA 2014
BELOW
N/A
TOTAL
SCORE
RESTAURANT
0.0%
OUTLET:
DATE AND TIME:
STANDARD
MEET
50

manner?
51
it?
52
out his/her duties?

MENU AND FOOD:

60
read?
62
63
64
65
66 freshly brewed?
Page 34
LQA 2014
BELOW
N/A
TOTAL
SCORE
RESTAURANT
0.0%
OUTLET:
DATE AND TIME:
STANDARD
MEET
BELOW
N/A
MEET
BELOW
N/A
69
70
and in good repair?

70
0.0%
RESTAURANT - PRIMARY EMOTION




Page 35
LQA 2014
TOTAL
SCORE
RESTAURANT - BUFFET
0.0%
OUTLET:
DATE AND TIME:
STANDARD
MEET
RESERVATION:
2 Did the employee obtain the guest's name and use the caller's name at least once
during the conversation?
3 Did the employee obtain the number of people dining, the dining time and the
telephone/room number?
4
Did the employee repeat and confirm the details?
Did the call end with the employee offering a warm and sincere
5 closing?
ARRIVAL/SEATING:
6
Was the guest greeted or acknowledged within 30 seconds upon entering the
restaurant?
the delay?
9
Did the employee offer seating assistance, remove covers if necessary and present
the menu/wine list?
10 Where restaurant lighting was dimmed, was alternative lighting source provided
for the menu (e.g. menu light)?
11
In the case of al fresco dining, was a pashmina/blanket/direct heating facility

offered in cool conditions?

Did the employee offer a buffet orientation on the guest's first visit to the
14 restaurant?
SERVICE:
15
Was a pre-meal drink offered within 2 minutes of seating?
16 Did the waiter automatically suggest mineral water with the meal?
Page 36
LQA 2014
BELOW
N/A
TOTAL
SCORE
RESTAURANT - BUFFET
0.0%
OUTLET:
DATE AND TIME:
Service continued
STANDARD
17
MEET
Were bread/rolls served if applicable to the type of cuisine?
Did the employee/sommelier have good product knowledge with regard to the
18 wines/beverages and did he/she recommend a suitable wine to accompany the
meal?
19
20
21
22

Did the waiter automatically offer additional bottle of wine/water upon completion
of the first?
Did the waiter replace cutlery as required?
25
26 Were milk/cream and a full sugar selection (i.e. white, brown and sweetener)
27
28
Did the waiter automatically offer coffee/tea refills?

satisfactory?
29 collected?
WINE/BEVERAGE SERVICE:
30
Did the waiter present the wine to the guest and open the bottle at
the table?
31 Did the waiter pour a small amount of wine for the guest to sample and upon
confirmation that it was satisfactory, fill the glass accordingly?
32
Was red wine served at room/appropriate temperature and white/rose wine

chilled?
33 Did the waiter top up the glass as required?
Page 37
LQA 2014
BELOW
N/A
TOTAL
SCORE
RESTAURANT - BUFFET
0.0%
OUTLET:
DATE AND TIME:
Wine/beverage service continued
STANDARD
MEET
35 Did the waiter offer an additional beverage within 2 minutes of drink being empty?

38

manner?
39
it?
40
out his/her duties?

BUFFET:
48 Was the buffet clean, attractively presented, well laid out and the food sufficiently
covered (i.e. in the case of outdoor venues)?
49 Were any unidentifiable food or beverage items clearly labeled and were the labels
clean and uniform in appearance?
Page 38
LQA 2014
BELOW
N/A
TOTAL
SCORE
RESTAURANT - BUFFET
0.0%
OUTLET:
DATE AND TIME:
Buffet continued
STANDARD
50
51
52
53
MEET
BELOW
N/A
MEET
BELOW
N/A
Were all dishes replenished as required?

Were the appropriate crockery and service utensils available?
In the case of a hot buffet, were warmed plates available?
Was a chef present behind the buffet at all times (where a working
station was present)?
54 In the case of hot foods did the cook present a clean warm plate?
FOOD:
55
56
57

58 freshly brewed?
61
62
63
and in good repair?

63
0.0%
Page 39
LQA 2014
RESTAURANT BUFFET - PRIMARY EMOTION





Page 40
LQA 2014
TOTAL
SCORE
LIGHT MEALS
0.0%
OUTLET:
DATE AND TIME:
STANDARD
MEET
SERVICE:
1
Was the guest greeted or acknowledged within 1 minute upon

entering the restaurant/lounge?

3 Did the employee present a menu (if applicable) and offer to take the
order within 5 minutes of seating?
5
6
7
8
9
ingredients?
accompaniments, etc.)?
11
Did the waiter bring appropriate cutlery as per order?
12 Was the correct order served within 15 minutes of order unless the employee
informed the agent of an expected delay (i.e. due to longer preparation times)?
13
Were all plated items served with as little disruption to the guest as possible?
14 Were all appropriate condiments offered and were they served in the appropriate
containers (i.e. decanted from the bottle or miniatures)?
15
16
17
18
Did the waiter offer an additional beverage within 2 minutes of drink being empty?
Were dishes cleared within 3 minutes of all guests finishing their meals?
Did the waiter automatically offer desserts?
Was dessert served within 10 minutes of order being taken?
Page 41
LQA 2014
BELOW
N/A
TOTAL
SCORE
LIGHT MEALS
0.0%
OUTLET:
DATE AND TIME:
Service continued
STANDARD
20
MEET
21
Were milk/cream and a full sugar selection (i.e. white, brown and sweetener)
22
satisfactory?
23 collected?

26

manner?
27
it (if known)?
28
out his/her duties?

MENU AND FOOD:

36
read?
Page 42
LQA 2014
BELOW
N/A
TOTAL
SCORE
LIGHT MEALS
0.0%
OUTLET:
DATE AND TIME:
STANDARD
MEET
BELOW
N/A
MEET
BELOW
N/A
38
39
40
41

42 freshly brewed?
TABLE LAYOUT/RESTAURANT/LOUNGE:
43
Were all tables in the lounge consistently laid up?
45
46
and in good repair?
46
0.0%
LIGHT MEALS - PRIMARY EMOTION




Page 43
LQA 2014
TOTAL
SCORE
DRINKS SERVICE
0.0%
OUTLET:
DATE AND TIME:
STANDARD
MEET
SERVICE:
1
2
3
Was the guest greeted or acknowledged within 1 minute upon

entering the bar/lounge?
Was the drinks order taken within 3 minutes of seating?
Did the employee show good product knowledge when taking the order?
4 Did the employee offer a choice of brand/variety when taking the drink order if
there was an opportunity to do so?
5
6
7
Did the employee offer the option to order food or supply a restaurant menu?
9 If wine by the glass is ordered, did the waiter present the bottle to the guest and
offer a sample before filling the glass accordingly?
10
Did the waiter supply and place drinks/bottles on coaster?
11 Were the drinks served in the correct, clean (unchipped) glassware with the
appropriate fresh garnish and a stir stick/straw (if required)?
12
Was the drink appropriately chilled (if applicable)?
13 Did the waiter automatically offer a minimum of two varieties of snacks and in the
case of shelled nuts or olives, was a pit bowl provided?
14
15
16
17
Were the snacks fresh and of good quality and were they topped up as required?
Did the waiter supply serviettes with the snacks/drinks?
Were vacated tables promptly cleared?
Did the waiter offer an additional drink within 2 minutes of glass being empty?
18 collected?
Page 44
LQA 2014
BELOW
N/A
TOTAL
SCORE
DRINKS SERVICE
0.0%
OUTLET:
DATE AND TIME:
STANDARD
MEET
BELOW
N/A
MEET
BELOW
N/A

21

manner?
22
it (if known)?
23
out his/her duties?

TABLE LAYOUT/BAR:
31
Were all tables in the bar/lounge consistently laid up?
32
If a bar list was provided, was it clean and in good repair, grammatically correct
and easy to read?
33
If music was played, was it appropriate for the venue/ambiance and was it played
at a pleasant level?

33
0.0%
Page 45
LQA 2014
DRINKS SERVICE - PRIMARY EMOTION





Page 46
LQA 2014
TOTAL
SCORE
IN ROOM DINING
0.0%
DATE AND TIME:

STANDARD
MEET
ORDER TAKING:
call back option?
3
Was the background free of any noise or disturbances (i.e.

ingredients?
7 If a hot or cold dessert was ordered, did the employee offer the guest the option of
serving it upon completion of the main course?
8
9
Did the employee repeat the order either during or at the end of the call?
Did the employee advise delivery time?
10 In the case of digital orders (e.g. iPad, via television, etc.) was the facility easy to
use and was the correct order delivered on time?
SALES:
11
Did the order taker suggest a starter and/or side order that was appropriate to the
order?
12 Did the order taker offer beverages (e.g. wine, beer, soft drink, coffee, etc.) with
the meal?
13 Did the order taker suggest dessert with the meal?
SERVICE:
14
Was the order served in the standard time? (Breakfast order card - 5 minutes of
requested time. Telephone orders for Breakfast/Lunch/Dinner - 30 minutes).
15 seconds, and then knock on the door/ring the
doorbell again before entering the room?
16
17
18
19
If a newspaper was on the door did the employee bring it in with the tray?
Did the employee ask where the guest would like the tray/trolley to be placed?
Did the employee secure the table leaf and set the table?
Did the employee position the chairs accordingly?
20 Did the employee offer to pour the beverages?
Page 47
LQA 2014
BELOW
N/A
TOTAL
SCORE
IN ROOM DINING
0.0%
DATE AND TIME:

Service continued
STANDARD
21
MEET
Did the employee confirm the order and was it correct and complete?
22 Did the employee inform the guest of tray/trolley collection procedures or was a
tray removal card present?
23 Was the bill clearly itemized and correct and was it promptly presented and
collected?
24 If tray/trolley removal was requested, was it collected within 10 minutes for urban
hotels and 15 minutes for resort hotels?

27

manner?
28
it?
29
out his/her duties?

Page 48
LQA 2014
BELOW
N/A
TOTAL
SCORE
IN ROOM DINING
0.0%
DATE AND TIME:

STANDARD
MEET
BELOW
N/A
MEET
BELOW
N/A
MENU AND FOOD:

37
read?
39
40
41
42
43
44
freshly brewed?
Were orange/grapefruit juices freshly squeezed?
45 Were bread/rolls served if applicable to the type of cuisine?
TRAY/TROLLEY LAYOUT:
46
Was the room service tray/trolley clean and in good repair?
48
49
50
51
52
and in good repair?
Was a fresh floral/table decoration present?
Was all the food free of any plastic/paper/foil wrapping?
53 Were the appropriate condiments served with the meal and

were they decanted into the appropriate dishes or in miniature form?
55
In the case of breakfast was there a minimum of three different preserves

available (honey is acceptable)?
55
0.0%
Page 49
LQA 2014
IN ROOM DINING - PRIMARY EMOTION





Page 50
LQA 2014
TOTAL
SCORE
IN ROOM DINING
0.0%
DATE AND TIME:

STANDARD
MEET
ORDER TAKING:
1
Was the telephone answered within 3 rings or 10 seconds with an

call back option?
3 Was the background free of any noise or disturbances (i.e.
4
ingredients?
7 If a hot or cold dessert was ordered, did the employee offer the guest the option of
serving it upon completion of the main course?
8
9
Did the employee repeat the order either during or at the end of the call?
Did the employee advise delivery time?
In the case of digital orders (e.g. iPad, via television, etc.) was the facility easy to
10 use and was the correct order delivered on time?
SALES:
11
Did the order taker suggest a starter and/or side order that was appropriate to the
order?
12 Did the order taker offer beverages (e.g. wine, beer, soft drink, coffee, etc.) with
the meal?
13 Did the order taker suggest dessert with the meal?
SERVICE:
14
Was the order served in the standard time? (Breakfast order card - 5 minutes of
requested time. Telephone orders for Breakfast/Lunch/Dinner - 30 minutes).
15 seconds, and then knock on the door/ring the
doorbell again before entering the room?
16
17
18
19
If a newspaper was on the door did the employee bring it in with the tray?
Did the employee ask where the guest would like the tray/trolley to be placed?
Did the employee secure the table leaf and set the table?
Did the employee position the chairs accordingly?
20 Did the employee offer to pour the beverages?
Page 51
LQA 2014
BELOW
N/A
TOTAL
SCORE
IN ROOM DINING
0.0%
DATE AND TIME:

Service continued
STANDARD
21
MEET
Did the employee confirm the order and was it correct and complete?
22 Did the employee inform the guest of tray/trolley collection procedures or was a
tray removal card present?
23 Was the bill clearly itemized and correct and was it promptly presented and
collected?
24 If tray/trolley removal was requested, was it collected within 10 minutes for urban
hotels and 15 minutes for resort hotels?

27

manner?
28
it?
29
out his/her duties?

Page 52
LQA 2014
BELOW
N/A
TOTAL
SCORE
IN ROOM DINING
0.0%
DATE AND TIME:

STANDARD
MEET
BELOW
N/A
MEET
BELOW
N/A
MENU AND FOOD:

37
read?
39
40
41
42
43
44
freshly brewed?
Were orange/grapefruit juices freshly squeezed?
45 Were bread/rolls served if applicable to the type of cuisine?
TRAY/TROLLEY LAYOUT:
46
Was the room service tray/trolley clean and in good repair?
48
49
50
51
52
and in good repair?
Was a fresh floral/table decoration present?
Was all the food free of any plastic/paper/foil wrapping?
53 Were the appropriate condiments served with the meal and

were they decanted into the appropriate dishes or in miniature form?
55
In the case of breakfast was there a minimum of three different preserves

available (honey is acceptable)?
55
0.0%
Page 53
LQA 2014
IN ROOM DINING - PRIMARY EMOTION





Page 54
LQA 2014
THE ROOM - PRODUCT
TOTAL
SCORE
0.0%
DATES:
STANDARD
MEET
BEDROOM:
1
Was the dcor luxurious/current in appearance and well coordinated throughout

the room?
Did the room provide an abundance of space (minimum of 30 meters squared for
city hotels and 40 meters squared (including bathrooms) for resorts) and was the
2
furniture arranged in a way that allowed freedom of movement throughout the
room?
3 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
design elements (i.e. wood baseboards, ceiling trim, soft wall
coverings, wood panelling, etc.)?
Was the mattress comfortable and the bed linen of good quality (i.e. 100%
cotton)?
Was there ample full hanging (i.e. for dresses) and drawer/shelf space available for
a minimum of two guests?
7 Were all areas of the room extremely well lit (i.e. both sides of the bed, at desk
and sitting area) with custom high quality light fixtures?
8
Was all furniture well maintained and of a high quality (i.e. solid
wood, upscale fabrics, etc.)?
Were all fabrics (curtains, upholstery, bedspread) fresh in appearance and of good
quality?
Was a flat screen plasma/LCD television present and was the screen a minimum of
10 32 inches?
Page 55
LQA 2014
BELOW
N/A
THE ROOM - PRODUCT
TOTAL
SCORE
0.0%
DATES:
Bedroom continued
STANDARD
MEET
11 Was all technology (e.g. iPad, sound system, electric curtains, etc.) and lighting in
good working order and easy to use?
12
13
Were an occasional table and seating provided in the room?

Was the room adequately soundproofed?
14 Were rooms air-conditioned with an adjustable climate control panel and if so was
it quiet and in good working order?
15 Was the desk/workspace of a good size and conducive to business needs (i.e.
multiple, easily accessible unused electrical outlets)?
Was high-speed Wi-Fi internet access available and if so was the connectivity easy
16 and user friendly?
BATHROOM:
17
Was the dcor luxurious in appearance and well coordinated

throughout the bathroom?
18
Did the bathroom provide an abundance of space in a way that

allowed freedom of movement for two guests?
19 Did the bathroom offer a full size bathtub (minimum of 1.5

meters), a separate shower cubicle, sink and a toilet?
20 Did the shower offer a fixed door enclosure (i.e. shower curtains are not
acceptable) and was it effective (n/a for wet rooms)?
Page 56
LQA 2014
BELOW
N/A
THE ROOM - PRODUCT
TOTAL
SCORE
0.0%
DATES:
Bathroom continued
STANDARD
21
22
MEET
BELOW
N/A
MEET
BELOW
N/A
Were flooring, vanity, shower/bath surround and shower floor finished in high
quality marble, stone, local tile or granite and were they and the grouting in good
repair?
Were other wall and ceiling surfaces well maintained?
23 Was sufficient counter/shelf space provided (i.e. can comfortably accommodate

amenities for two guests)?
24
Were there multiple lighting points in the bathroom and was it

bright and well lit?
25
Did the bathroom offer a night light/dimmer facility (i.e. can be via
make up mirror)?
26 Was all plumbing and ventilation in good working order (e.g. quick drainage,
prompt supply of hot water, etc.)?

26
0.0%
Page 57
LQA 2014
THE ROOM - FACILITIES
TOTAL
SCORE
0.0%
DATES:
STANDARD
MEET
BEDROOM:
1 Were two chairs available (in the case of double occupancy) that were of the
appropriate height for a room service trolley?
2
3
4
6
7
Did the curtains offer a complete blackout when closed?

Was individually controlled lighting available from the bed?
Was the door lock in good condition with a deadbolt or safety chain?
Was an upscale comprehensive guest services directory provided (e.g. printed copy,
iPad or via television), and was it up to date, grammatically correct and in good
condition?
Was a range of good quality stationery provided (minimum of envelopes and hotel
paper)?
Did the wardrobes have either internal lighting or sufficient external spotlights?
8 Were matching good quality hangers provided (i.e. wooden and not anti-theft) and
did they consist of suit, padded and clip hangers?
10
11
Were a shoehorn and umbrella available (umbrella requirement is destination

specific and can be available in the room or offered at the hotel entrance if weather
is inclement)?
Was a laundry bag and list provided?
Was a luggage rack and/or bench provided in the room?
12 Was a full-length mirror present within the room?
Page 58
LQA 2014
BELOW
N/A
TOTAL
SCORE
0.0%
DATES:
Bedroom continued
STANDARD
MEET
13 Were there spare electrical points near a mirror (e.g. for hairdryer) and the bedside
table (e.g. for mobile phones)?
14
15
16
17
Were either a range of international electrical sockets provided at the desk or were
international adapters available?
Was there an in-room bar?
Was an in-room safe provided and was it of an adequate size (i.e. large enough for
a laptop) and in good working order/available for immediate use (i.e. not locked)?
Were there three telephones in the room (i.e. at the desk, beside the bed and in
the bathroom)?
18 Were all room telephones in good working order with speed dial, voicemail,
message waiting and conference speaker facilities?
19
20
21
Was an alarm clock facility available in the room (can be via the television/iPad)?
Was television/remote control in good condition/working order and did it offer
multilingual channels as well as high definition channels and either a printed or
television/iPad enabled channel guide?
Did the television offer either HDMI or Bluetooth connectivity?
22 Was there a movie on demand channel option or was a DVD/CD

player provided and if so was it in good working order?
23
Was a selection of reading material provided (i.e. current lifestyle magazines and/or
books)?
24 Was a fresh floral/plant decoration present in the room or bathroom?
Page 59
LQA 2014
BELOW
N/A
TOTAL
SCORE
0.0%
DATES:
STANDARD
MEET
BELOW
N/A
MEET
BELOW
N/A
BATHROOM:
25
26
27
28
Was there a hand-held shower present within the bath?

Was there an adjustable showerhead (to control water flow) or a rain shower
present?
Was a good quality soap dish and tissue dispenser present?
Was a well-lit, easily accessible shaving/make up mirror provided?
29 Was a good quality hairdryer (i.e. minimum of 1800 wattage) available, and if so
was it in good working order?
30 Were good quality bathrobes available (i.e. heavyweight for cold climates and light
weight for warmer climates) for each guest staying in the room?
31
Were slippers available for each guest?
32 Were there a minimum of three heavyweight, plush, good quality bath

towels/sheets, two hand towels and two face towels per room?
33
Was a full range of amenities available (minimum of shampoo, bath gel, body lotion,
hand soap, cotton pads, buds, shower cap and sanitary bags)?
33
0.0%
Page 60
LQA 2014
PUBLIC AREAS
TOTAL
SCORE
0.0%
DATES:
STANDARD
MEET
EXTERIOR/GROUNDS:
1
2
Was the exterior of the hotel well maintained and luxurious in its presentation?
Was the driveway easily accessible with either parking or a valet system present?
3 Was the drop off area covered, well lit and free of obstruction or in the case where
there was insufficient cover provided, did the doorman automatically shield arriving
guests with an umbrella in wet weather conditions?
4 Was all landscaping well-tended and free of debris?
LOBBY:
5
Was the hotel lobby luxurious in design and fresh in appearance?
8
9
10
design elements (i.e. wood baseboards, ceiling trim, soft wall
coverings, wood panelling, etc.)
Was there sufficient seating available in the lobby?
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 order?
Page 61
LQA 2014
BELOW
N/A
PUBLIC AREAS
TOTAL
SCORE
0.0%
DATES:
Lobby continued
STANDARD
12
13
14
MEET
Was Wi-Fi connectivity available in the public areas?

If music was played, was it appropriate for the venue/ambiance and was it played
at a pleasant level?
Was there adequate, clearly visible good quality signage?
Were the shops/showcases clean, well maintained and upscale in their

15 presentation?
RESTAURANTS/BARS:
16
17
18
Was the restaurant/bar flooring clean and in good repair?

Were the restaurant/bar wall surfaces well maintained and generally scuff free?
Were the restaurants/bars sufficiently lit and was all lighting in good working
order?
Were the tables and chairs well maintained and the chair fabrics in
19 good repair?
GUEST ROOM CORRIDORS:

20
Were the corridors spacious, luxurious/current in design and fresh in appearance?
22 design elements (i.e. wood baseboards, ceiling trim, soft wall
coverings, wood panelling, etc.)?
Page 62
LQA 2014
BELOW
N/A
PUBLIC AREAS
TOTAL
SCORE
0.0%
DATES:
Guest room corridors continued
STANDARD
MEET
Were the corridors well lit and was all lighting in good working
23
order?
24
25
26
27
Was a house telephone present on the floors?
Was all hotel signage adequate, clean and in good repair?
Were the room service trays/trolleys/operating equipment regularly cleared from
the floors?
28 Were all fire exits and accessories clearly marked and were the stairwells free of
obstruction?
RESTROOMS:
29 Were the restrooms luxurious in design, fresh in appearance and well ventilated
(i.e. free of any unpleasant odors)?
30 Was the flooring and vanity finished in high quality marble, stone or granite and
was it in good repair?
31
Was all wall paper/tiles/paintwork free of any holes/chips/scuffs?
32
Were the cubicles of good quality (i.e. solid wood) and well maintained
with coat hooks present?
33
Were the restrooms well lit and was all lighting in good working
order?
34 Were the toilets, urinals and sinks clean and in good working order/repair?
Page 63
LQA 2014
BELOW
N/A
TOTAL
SCORE
PUBLIC AREAS
0.0%
DATES:
Restrooms continued
STANDARD
35
36
37
MEET
BELOW
N/A
MEET
BELOW
N/A
Were the urinals separated by partitions and did they have automatic
flushing mechanisms?
Were liquid soap and hand lotion dispensers available at the sink?
Were sufficient good quality hand towels available (i.e. cloth or heavy ply paper
variety)?
38 Was a fresh floral arrangement/plant/decoration present?
ELEVATORS:
39
40
Were the elevators decorated to a luxurious standard?

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

41
0.0%
Page 64
LQA 2014
FITNESS FACILITIES
TOTAL
SCORE
0.0%
DATE AND TIME:

STANDARD
MEET

2 Was the employees speech clear, well-paced, jargon/slang free and use of
English adequate to be fully understood?
3

manner?
Did the employee use the guest's name naturally and discreetly without
overusing it?
Did the employee display a high level of confidence and knowledge when
carrying out his/her duties?

11 Did the employee offer a warm and sincere farewell at the end of the interaction?
GYMNASIUM:
Was the gymnasium dcor fresh in appearance and of a high standard (i.e.
12 purpose built with a modern high end finish)?
Page 65
LQA 2014
BELOW
N/A
FITNESS FACILITIES
TOTAL
SCORE
0.0%
DATE AND TIME:

Gymnasium continued
STANDARD
13
14
15
16
MEET
Was the gymnasium odor free and the room temperature at a comfortable level?
Were the walls, ceilings and floors clean and well maintained?
Were the windows/mirrors clean and smear/smudge free?
Was sufficient lighting provided?
Was the gymnasium well laid out with a variety of state of the art exercise
17 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 in good working order?
18
Were there individual television monitors present at each cardiovascular machine

and were they in good working order?
19
Were complimentary headphones provided and were they clean

and in good working order?
20
Was a selection of reading material available (i.e. current

magazines/newspapers)?
21
Were clean sweat towels and a water dispenser or bottled water

available?
22
Was a wall clock clearly visible?
23 Was a fruit bowl with fresh fruit available?
SWIMMING POOL/BEACH:
Was the pool clean, appropriately heated and well maintained (i.e.
24 tiling, lighting, etc.)?
Page 66
LQA 2014
BELOW
N/A
FITNESS FACILITIES
TOTAL
SCORE
0.0%
DATE AND TIME:

Swimming pool/beach continued
STANDARD
25
26
27
28
29
MEET
Were depth signs present?

Was the area around the pool clean and free of any debris?
Were ample loungers, side tables and umbrellas provided and were
they clean and in good repair?
Were towels provided?
Was a separate shower provided at pool and/or beach?
30 In the case of an outdoor pool at a resort did an attendant offer to set up the
lounger with towels and offer a complimentary water?
31 For resort hotels were complimentary services provided at outdoor pool (e.g.
cleaning sunglasses, sorbets, sun tan lotion, etc.)?
32
For resort hotels were a selection of complimentary, current lifestyle magazines

provided at the pool?
33 Was a waiter service provided/available at the outdoor pool and/or beach?
TENNIS/SQUASH COURTS:
34
35
Were the tennis courts clean, free of debris and flood lit?
Was the tennis court surface well maintained and lines clearly defined?
36 Were the tennis court nets in good repair?
STEAM ROOM/SAUNA/JACUZZI:
Were safety instructions clearly displayed outside the heat
37 experiences?
Page 67
LQA 2014
BELOW
N/A
TOTAL
SCORE
FITNESS FACILITIES
0.0%
DATE AND TIME:

Steam room/sauna/jacuzzi continued
STANDARD
MEET
BELOW
N/A
MEET
BELOW
N/A
49
Were heat experiences clean, well maintained and appropriately

38
heated?
39 Were a thermometer and a timer present in the sauna?
CHANGING ROOMS:
40
41
42
43
44
45
46
47
48
Was the changing room dcor fresh in appearance and of a high

standard (i.e. modern high end finish)?
Were the walls, ceilings and floors clean and well maintained?
Was all lighting fully illuminated?
Were the showers, sinks and toilets clean and in good working order?
Was there a shampoo, conditioner and soap dispenser present
in the shower cubicle?
Were the lockers attractive, clean and well maintained?
Were clean good quality towels, bathrobes and footwear available?
Was a well lit, easily accessible shaving/make up mirror provided?
Was a good quality hairdryer (i.e. minimum of 1800 wattage) available, and if so
was it in good working order?
49 Was a range of amenities (minimum of body lotion, deodorant, hair care items,
razors, shaving cream) available?
0.0%
Page 68
LQA 2014
BACK OF HOUSE
TOTAL
SCORE
0.0%
DATE AND TIME:

STANDARD
MEET
BACK OF HOUSE PRODUCT:

1
2
3
4
5
6
7
8
9
10
11
Were the waste storage area and receiving bay clean and well maintained?
Were all kitchen areas clean and well maintained?
Were all kitchen employees wearing clean and complete uniforms?
Were safety/hygiene notices clearly visible?
Were all refrigeration/cooling devices in good working order?
Was the inside of the fridges clean and free of odor?
Were fridge contents neatly stored (i.e. raised off the floor)?
Were all food items appropriately covered?
Were the kitchen areas properly ventilated?
Were ample hand basins, anti-bacterial soaps and paper hand towels available?
Was there an adequately stocked first aid box available in the kitchen area and
was it immediately accessible?
12 Were the back of house areas (laundry, maintenance etc.) kept tidy?
Page 69
LQA 2014
BELOW
N/A
TOTAL
SCORE
BACK OF HOUSE
0.0%
DATE AND TIME:

Back of House continued
STANDARD
13
14
15
16
17
MEET
BELOW
N/A
MEET
BELOW
N/A
Were all back of house walls clean and well maintained?

Was all flooring clean and in good repair?
Were the back of house areas adequately lit?
Were all the back of house areas free of obstruction?
Were the employee changing rooms clean and well maintained?
18 Were the employee sinks, showers and toilets in good working order and were
liquid soap and hand towels available at the sinks?
19
20
21
22
23
Were the lockers clean and well maintained?

Were the employee changing rooms adequately ventilated?
Was the employee canteen clean and well maintained?
Was a separate employee elevator available?
Was there a separate employee entrance available (i.e. separate from guest
entrance)?

23
0.0%
Page 70
LQA 2014
TOTAL
SCORE
TRANSPORT
0.0%
DATE AND TIME:

STANDARD
MEET
TRANSFER:
1
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
name or hotel name printed (i.e. not handwritten)?
3
4
5
6
7
8
9
Did the employee offer assistance with luggage?

Did the employee offer car door assistance?
Did the employee advise the estimated journey time?
Were up-to-date magazines/newspapers available for the guest's perusal?
Was bottled water available?
Were telephone chargers provided for the guest's use?
In the case of hotel owned transport was a Wi-Fi service provided within the car?
10 Did employee ascertain if the guest would like music played and if it was played,
was it at an appropriate level?
11
12
Did the employee ascertain if the car temperature was satisfactory?

Did the employee drive in a safe and careful manner?
Did the employee notify reception of the guest's expected time of arrival via
13 headset, earpiece or other means, resulting in a personalized welcome on arrival
(i.e. welcome the guest by name)?

16

manner?
17
it?
18
out his/her duties?

Page 71
LQA 2014
BELOW
N/A
TOTAL
SCORE
TRANSPORT
0.0%
DATE AND TIME:

STANDARD
MEET
BELOW
N/A
MEET
BELOW
N/A
PRODUCT VEHICLE:
25
26
27
Was the car provided of high quality and in excellent condition?

Was the exterior of the vehicle clean and polished?
Was the interior of the vehicle clean, tidy and odor free?

27
0.0%
TRANSPORT - PRIMARY EMOTION




Page 72
LQA 2014
TOTAL
SCORE
SPA TREATMENT
0.0%
DATE AND TIME:

STANDARD
MEET
RESERVATIONS:
1

entering the spa?
2
Did the employee clarify the exact treatment required (i.e. type, duration)?
3 Did the employee offer a choice of a male or female therapist and was the guest's
preference adhered to when the treatment was received?
4
If asked, was the reception employee knowledgeable about the treatments and
spa amenities?
5 Did the employee obtain the guest's name and room/contact number and repeat
details of the booking?
Was a confirmation subsequently received and did it include spa etiquette and
6 cancellation policy?
ARRIVAL:
7
8
Was there a designated receptionist present upon arrival?

Did the employee confirm the guest's appointment details (i.e. type and length of
treatment)?
9 For first time visitors did the employee escort the guest to the changing rooms
and explain the layout and facilities?
10
Were appropriate size bathrobes and slippers provided and were they clean and in
good condition?
11
During the arrival process was the guest made aware of how he/she should be
attired for the selected treatment?
Did the employee advise the guest of the sequence of events (i.e. where to go
12 once changed)?
THE TREATMENT:
13 Was the service provider available as per the booking time and if
not was an apology offered?
14
15
16
17
Did the service provider greet the guest and introduce herself/himself?
Did the service provider reconfirm the type of treatment booked?
Did the service provider inquire about medical conditions or areas that require
special attention prior to the treatment or provide a client health questionnaire for
the guest to fill in?
Was the guest given a choice of oil/scent to be used during the treatment?
18 Was privacy given during disrobing and the treatment?
Page 73
LQA 2014
BELOW
N/A
TOTAL
SCORE
SPA TREATMENT
0.0%
DATE AND TIME:

The treatment continued.
STANDARD
19
MEET
Was there evidence of proper sanitation procedures taking place prior to the
treatment (i.e. service provider either seen washing their hands or verbally
advising guest that they have done so)?
20 Did the service provider ensure that the guest was comfortable and that the room
temperature was acceptable before commencing with the treatment?
21 With a massage was a bolster or rolled towel placed under the guest's ankles while
on his/her front and under the knees while on his/her back?
22
23
24
25
Was an eye pad/face towel offered when guest turned on to their back
(n/a for facials)?
Was the guest appropriately covered with towels or sheets?
In the case of a massage did the service provider confirm that the pressure was
comfortable for the guest?
Was the treatment free of any interruptions and outside noise?
26 Did the service provider ask the guest if they wanted music played and
if this was agreed, was it played at an appropriate level?
27
Did the treatment begin and end on time and last for the full duration?
28
Upon completion of the treatment, did the service provider ascertain

the guest's satisfaction?
29
Was a choice of beverage offered upon completion of the treatment or available in

the relaxation room?
30
Was the guest escorted back to the lounge, changing/locker room or reception
area and thanked?
31
32
Did the treatment received reflect what was advertised?

Was the treatment room clean and well presented with all of the linen/towels clean
and in excellent condition?
33 collected?

36

manner?
37
it?
38 out his/her duties?
Page 74
LQA 2014
BELOW
N/A
TOTAL
SCORE
SPA TREATMENT
0.0%
DATE AND TIME:

STANDARD
MEET
BELOW
N/A
MEET
BELOW
N/A

40 Did an employee personalize the interaction in any way (i.e. engage in
polite conversation) and engage the guests as individuals?
44

44
0.0%
SPA TREATMENT - PRIMARY EMOTION




Page 75
LQA 2014
FAIRMONT BRANDING STANDARDS
TOTAL
SCORE
0.0%
DATES:
STANDARD
MEET
BELOW
N/A
MEET
BELOW
N/A
23
BRANDING STANDARDS
1
2
Was a doormen present and did they greet or engage you at the main entrance?
Was signage in place for Fairmont President's Club check-in at reception area?
Was a concierge colleague present, professional and knowledgeable in the lobby

during peak times (07h30 - 22h00)?
Was the jogging station stocked with towels, water and maps during peak
morning times (05h30 - 09h30)?
Did the allocated room type and bed type match the original reservation?
Were the room number and room rate written neatly and legibly on the key
folder?
Was the bed luxuriously presented, with crisp, clean sheets, 4 sleeping pillows
and a down duvet?
8
9
Was the Fairmont Magazine prominently placed on the bed service tray?
Was a manual alarm clock placed on the nightstand and was it easy to set?
10
Was an environmental card referencing sheet exchange in place in bedroom

(corporate standard)?
11
Was an environmental card referencing towel exchange in place in the bathroom

(corporate standard)?
Were the Le Labo branded amenities provided and did they include 4 bottles
12 (shampoo, conditioner, body lotion and shower gel) and 2 sizes of soaps (vanity
soap and bath bar)?
13
14
15
16
17
18
19
20
21
22
23
Was a single cup coffee maker and kettle present?

Was the desk chair comfortable and conducive to business?
Was a Sustainability Partnership program insert present in the guest services
directory?
Was a recycling bin provided by the desk?
Was a high-speed internet instruction card placed on the desk (corporate
standard)?
Was the internet easily accessible and the login page easy to navigate?
Was the internet connection strong and reliable?
Were white napkins replaced with black napkins for guests wearing dark business
suits/evening attire in the restaurant?
Was the Fairmont flag flown at the hotel entrance?
Was Fairmont Brand designed collateral up-to-date and displayed in a frame or
electronic display in the elevators?
Did at least one colleague personalize their interaction with you during the stay?
0.0%
Page 76
LQA 2014
FAIRMONT HOTELS &

RESORTS
HOTEL
% SCORE
EMOTIONAL
DESCRIPTOR
EMOTIONAL
RATING
FRONT OFFICE
RESERVATIONS
0.0%
CHECK IN
0.0%
CHECK OUT
0.0%
PORTER/DOORMAN ARRIVAL
0.0%
PORTER/DOORMAN DEPARTURE
0.0%
0.0%
SWITCHBOARD WAKE UP CALL
0.0%
FRONT OFFICE OVERALL
0.0%
0.00
HOUSEKEEPING
HOUSEKEEPING ARRIVAL
0.0%
TURNDOWN (AVERAGE)
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%
IN-ROOM DINING BREAKFAST
0.0%
FOOD AND BEVERAGE OVERALL
0.0%
0.00
PRODUCT
THE ROOM PRODUCT
0.0%
THE ROOM FACILITIES/AMENITIES
0.0%
PUBLIC AREAS PRODUCT
0.0%
FITNESS FACILITIES
0.0%
BACK OF HOUSE
0.0%
PRODUCT OVERALL
0.0%
OTHER
TRANSPORT
0.0%
SPA TREATMENT
0.0%
OTHER OVERALL
HOTEL OVERALL
0.0%
0.00
0.0%
0.00
0.0%
FAIRMONT BRANDING STANDARDS
0.0%
Page 77
LQA 2014

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TOTAL

DATE AND TIME:

Did the employee confirm date in and date out?

Were a minimum of two room types/rates offered?

Did the employee obtain the caller's telephone number?

DATE AND TIME:

Did the employee offer a reservation number or booking reference?

THE EMPLOYEE - BEHAVIOURAL STANDARDS:

Did the employees engage in a natural (non-scripted), friendly and interested

27 Was service anticipatory/intuitive and where required adapted/adjusted to meet

RESERVATIONS - PRIMARY EMOTION

Positively engaged; positive emotional experience

Engaged; minimal emotional experience

Dissatisfied with emotional engagement

Extremely dissatisfied with emotional experience

Scale: 5 = extremely satisfied, 1 = extremely dissatisfied

DATE AND TIME:

Did the employee arrange porterage assistance?

THE EMPLOYEE - BEHAVIOURAL STANDARDS:

DATE AND TIME:

18 Was service anticipatory/intuitive and where required adapted/adjusted to meet

TOTAL NUMBER OF STANDARDS :

Positively engaged; positive emotional experience

Engaged; minimal emotional experience

Dissatisfied with emotional engagement

Extremely dissatisfied with emotional experience

Scale: 5 = extremely satisfied, 1 = extremely dissatisfied

DATE AND TIME:

CHECK OUT - STANDARDS:

THE EMPLOYEE - BEHAVIOURAL STANDARDS:

Did the employees engage in a natural (non-scripted), friendly and interested

16 Was service anticipatory/intuitive and where required adapted/adjusted to meet

DATE AND TIME:

TOTAL NUMBER OF STANDARDS :

Positively engaged; positive emotional experience

Engaged; minimal emotional experience

Dissatisfied with emotional engagement

Extremely dissatisfied with emotional experience

Scale: 5 = extremely satisfied, 1 = extremely dissatisfied

DATE AND TIME:

ARRIVAL - DOORMAN - STANDARDS:

Did the employee offer assistance opening car doors on arrival?

8 If not, did the employee offer directions to the reception desk?

ARRIVAL - PORTER - FUNCTIONAL STANDARDS:

THE EMPLOYEE - BEHAVIOURAL STANDARDS:

DATE AND TIME:

TOTAL NUMBER OF STANDARDS:

Did the employees engage in a natural (non-scripted), friendly and interested

22 Was service anticipatory/intuitive and where required adapted/adjusted to meet

Positively engaged; positive emotional experience

Engaged; minimal emotional experience

Dissatisfied with emotional engagement

Extremely dissatisfied with emotional experience

Scale: 5 = extremely satisfied, 1 = extremely dissatisfied

DATE AND TIME:

PORTER'S DEPARTURE - STANDARDS:

Did the employee offer to retrieve the guest's car or arrange

DOORMAN DEPARTURE - FUNCTIONAL STANDARDS:

THE EMPLOYEE - BEHAVIOURAL STANDARDS:

Did the employees engage in a natural (non-scripted), friendly and interested

15 Was service anticipatory/intuitive and where required adapted/adjusted to meet

DATE AND TIME:

17 Did employees collaborate seamlessly to ensure service was organized and