LQA Reception Checks

Leading Quality Assurance or LQA standards define the ultimate luxury in hotels. The LQA hotel reception checklist ensures that checkin procedures are followed correctly and that guests are well received upon arrival. The inspection includes staff efficiency, service, and emotional intelligence.

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LQA Reception Checks



Emotional Intelligence

1. All employees well-groomed wearing clean, well-fitted uniforms and wearing name badges?


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2. Was the employee’s speech clear and use of English/local language adequate in order to be fully understood by the guests?


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3. Did the employees engage in a well-paced, friendly and interested conversation with the guests?


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4. Did the employee use the guest's name discreetly without overusing it?


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5. Did the employee display appropriate body language a high level of confidence when carrying out his/her duties?


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6. Was the employee able to confidently answer questions about hotel facilities?


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7. Did the employee make efforts to find out information requested by guests?


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8. Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs?


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9. Did the employee make every effort to meet the guest's requests or offer suitable alternatives?


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10. Did the employee engage the guest as individuals and personalize interactions with guests?


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11. Were efforts made to ensure service was organized and professional without being intrusive?


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12. Did the employee actively listen to the guests without interrupting and give their undivided attention?


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13. Did employees maintain alert postures and carry themselves appropriately while interacting with each other in the presence of guests?


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14. Did employees display self-control and empathy in challenging interactions and offer suitable alternatives towards a resolution?


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Efficiency

1. Was the guest offered assistance immediately or if a queue was present was the guest positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk?


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2. If a queue was present was the guest offered assistance within one minute of joining it?


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3. Was check-in completed within 5 minutes (for a city hotel) from the time of joining the queue or within 10 minutes (for a resort)?


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4. Were all details and preferences - room type, special requests, pre-arranged bookings and departure date reconfirmed?


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5. Was the room ready by the advertised check in time?


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6. If guests requested a special check-in time was the room ready by then?


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7. Was the phone answered within 3 rings or 10 seconds?


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8. Was the phone answered professionally and did the employee use their name and a proper greeting?


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Service

1. Were the guests offered a complimentary newspaper?


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2. If the room was not ready on arrival, was the guest offered access to the hotel's facilities


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3. If the room was not ready on arrival, was the guest informed of estimated time that the room would be ready in?


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4. If the guest was visiting for the first time, did the employees (receptionist, porter, butler) offer a brief orientation to the hotel’s key facilities?


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5. Was porter assistance arranged?


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6. Was the guest escorted to the room?


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7. If an escort to the room was not offered or declined, were the guests provided with directions to the elevators and allocated room?


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8. Did the employee offer a sincere farewell at the end of the conversation and show their appreciation to the guests?


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Checklist by GoAudits.com – Please note that this checklist is intended as an example. We do not guarantee compliance with the laws applicable to your territory or industry. You should seek professional advice to determine how this checklist should be adapted to your workplace or jurisdiction.

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