LQA - GS & CON Flashcards
Standards (18 cards)
What is Standard #1 for Guest Service & Concierge?
Was the telephone answered within 3 rings or 10 seconds with an appropriately greeting or in the case of digital communication, was a response received within 3 minutes
What number is this standard: “If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30 seconds or was the caller offered a call back option?”
Standard #2
What is Standard #3 for Guest Service & Concierge?
Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction?
What number is this standard: “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 or approaching the desk and offered assistance within 1 minute?”
Standard #4
What is Standard #5 for Guest Service & Concierge?
Did the employee ask questions to fully understand the guest’s needs (i.e. specific interests, available time, etc.)?
What number is this standard: “Did the employee display first-hand knowledge and local expertise by offering suitable and thorough recommendations based on the information provided”
Standard #6
What is Standard #7 for Guest Service & Concierge?
If a restaurant recommendation was requested, did the employee ascertain the type/style of restaurant preferred (e.g. casual, formal, etc.) and then offer an appropriate choice of options?
What number is this standard: “ When asked for recommendations on services/dining options and the services/dining options were available on property, did the employee promote the hotel’s services/outlets first before suggesting outside alternatives?”
Standard #8
What is Standard #9 for Guest Service & Concierge?
If there was an opportunity to do so, did the employee follow up on the suggestions/recommendations provided to ensure the guest’s complete satisfaction
What number is this standard: “ Did the employee offer accurate directions and/or transport options via a digital solution or complimentary map of surrounding area along with information pertaining to expected travel time?”
Standard #10
What is Standard #11 for Guest Service & Concierge?
Were green mobility/travel options promoted by the hotel at the destination (i.e. cycling, walking, public transport) ?
What number is this standard: “ With room deliveries, 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 and announce their department?”
Standard #12
What is Standard #13 for Guest Service & Concierge?
Were requested in-house items delivered within 10 minutes for an urban hotel and 15 minutes for a resort hotel, and were items presented in a luxurious manner (i.e. on a tray, wrapped in a linen cloth, etc.)?
What number is this standard: “Where guest requests are made via in-house digital technology, was the functionality intuitive and seamless and were any requested items delivered within 10 minutes for an urban hotel and 15 minutes for a resort hotel? “
Standard #14
What is Standard #15 for Guest Service & Concierge?
Were all pre-stay enquiries/emails responded to within 12 hours and was a full response received for all requests.
What number is this standard: “ Were all confirmations and information provided digitally as a priority, and if required, professionally presented on hotel paper?”
Standard #16
What is Standard #17 for Guest Service & Concierge?
If applicable/available, were all digitally communicated requests promptly acknowledged in an appropriate tone (i.e. match guest’s style of conversation, but refrain from using abbreviations) within 3 minutes, unless advised of a longer timeframe?
What number is this standard: “ Did the employee offer a sincere farewell at the end of the conversation and show appreciation?”
Standard #18
