LQA Restaurant Services Audit

Leading Quality Assurance or LQA standards define the ultimate luxury in hotels. LQA restaurant services audit checklist makes sure that restaurants, services, and employee standards comply with LQA guidelines in the hotel. The purpose of the inspection is to ensure an excellent dining guest experience.

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LQA Restaurant Services Audit



WELCOMING AND SEATING THE GUEST

1. Was the telephone answered within 3 rings or 10 seconds?


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2. Was the caller / guest greeted appropriately?


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3. Did the employee obtain the guest’s name and use the caller’s name at least once during the conversation?


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4. If the call was to make a reservation, did the employee obtain the number of people dining, the dining time and the telephone/room number?


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5. Did the employee repeat and confirm the details?


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6. Did the employee thank the guest at the end of the conversation?


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7. Was the guest greeted or paid attention to within 30 seconds of entering the restaurant?


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8. If the guest(s) had to wait, did the clerk recognize this and apologize for the delay?


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9. Were the guests seated at a fully set table within a minute of their arrival?


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10. Did the employee offer help with sitting down, removed excess place settings and presented the menu/wine list to the guest(s)?


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11. If the restaurant lighting was dimmed, was there an alternative light source for the guests to read the menu?


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12. In the case of alfresco dining, was a pashmina scarf/ blanket/ direct heating offered if it was cool?


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13. If a guest ate his food alone, was he/she offered a newspaper/reading material?


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14. Did the employee name any specialties of the day or the unavailable dishes?


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RESTAURANT SERVICE

1. Was an aperitif offered within 2 minutes of taking a seat?


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2. Did the service employee propose mineral water?


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3. Was the order for food and beverages been taken within 10 minutes of seating the guests?


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4. Was the service employee able to answer questions about the menu and its components (allergens, dish combinations, etc)?


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5. Did the employee accommodate any reasonable off-the-menu requests?


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6. Did the employee obtain a full and complete order?


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7. Did the waiter automatically suggest a starter and side orders (if applicable) for each guest?


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8. If applicable, were bread/rolls served and the bread basket topped-up?


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9. Did the employee/sommelier have good product knowledge with regard to the wines/beverages and did he/she recommend a suitable wine to accompany the meal?


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10. Were the correct drinks order served within 5 minutes being ordered?


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11. Were drinks served and cleared using a tray?


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12. Was the starter served within 15 minutes of the order or previous course?


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13. If there was to be a delay due to preparation times were the guests the advised of the delay?


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14. Was the main course served within 20 minutes of starter/previous course being removed or within 30 minutes if no starter was ordered, unless the employee informed the guests of any delays?


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15. Did the waiters serve all plated items with as little disruption to the guest as possible?


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16. Did the waiter serve exactly what was ordered, and was it correct and complete?


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17. Were all appropriate condiments/ sauces offered?


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18. Did the waiter offer an additional bottle of wine/water upon completion of the first?


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19. Did the waiter clear the dishes within 3 minutes of guests finishing their meal?


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20. Did the waiter remove the side plates, knives, butter and cruets on completion of the main course in the case of a formal restaurant?


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21. Did the waiter automatically offer desserts both verbally and/or by presenting the menu?


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22. Was the dessert served within 10 minutes of ordering and if not, were the guests informed of an expected delay?


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23. Did the employee offer coffee/tea and ask about the special wishes of the guests?


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24. Was the coffee/tea served within 5 minutes of ordering?


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25. Were milk/cream and a sugar selection (white, brown sugar and sweetener) offered with coffee/tea?


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26. Did the service employee voluntarily offer to refill coffee/tea?


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27. Did the service employee offer a dessert/digestif?


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28. Did an employee inquire whether the service was satisfactory?


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29. Did the invoice have clear, correctly identified individual items that was presented promptly and the payment accepted promptly?


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EMPLOYEE STANDARDS

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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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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