Lobby Lounge- LQA STANDARDS
Conducted on 2019-07-18, 10:45 AM
Prepared by Kristi Grotsch Location
Shangri-La Hotel 192 Adelaide St W Toronto ON M5H 0A4 Canada (43.64911644351681, -79.3864289888326) Score
42/48 - 87.5% Completed on 2019-07-18, 10:58 AM
Audit - 42/48 - 87.5%
Question
Response
Details
SERVICE "Was the guest greeted or acknowledged within 1 minute upon entering the restaurant/lounge?" In the case of a single diner, was a newspaper/reading material offered (applicable to all day dining venues only)? Did the employee present a menu (if applicable) and offer to take the food and beverage order within 5 minutes of seating? Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.) and/or any items that were not available? Was the waiter able to answer any questions with regard to the menu and its ingredients? Did the employee accommodate any reasonable off menu requests? Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments, etc.)? Was the correct drinks order served within 5 minutes of order? Were drinks served and cleared using a tray? 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)? 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)? Was the correct order served to each guest without any prompting required?
Was greeted by server within 2 minutes on sitting down.
No
No
Orientation of beverage collection was provided and food menu was presented on the last page
Yes
No
Sarah was able to explain the overall flavours of the “stinger” with confidence
Yes
N/A
Offered milk cream and sugar with tea
Yes
Yes
Yes
Yes
Yes
Yes
18 Jul 2019 / Kristi Grotsch Score (42/48) 87.5%
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Question
Response
Details
Were all plated items served with as little disruption to the guest as possible? Were all appropriate condiments/sauces offered and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)? Did the waiter offer an additional beverage within 2 minutes of drink being empty? Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal? Did the waiter automatically offer desserts, either verbally or by presenting the menu? Was dessert served within 10 minutes of order being taken? "Did the waiter automatically offer coffee/ tea and clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.)?" Was the coffee/tea served within 5 minutes of order? Were milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea? 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 collected? Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
Yes
Ketchup and mustard was presented in small sealed glass jars
Yes
Offered refreshment of beverage after 4 minutes
No
Yes
Yes
N/A
Yes
Yes
Yes
Yes
Quality check was done for drinks and food
Yes
Yes
Yes
THE EMPLOYEE - BEHAVIORAL STANDARDS: Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges? Yes
18 Jul 2019 / Kristi Grotsch Score (42/48) 87.5%
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Question
Response
Details
Was the employee’s speech clear and use of English adequate to be fully understood? Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? Did the employee use the guest's name naturally and discreetly without overusing it? Did the employee display a high level of confidence when carrying out his/her duties? Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required? Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (i.e. guest should not have to request service at any point)? Did the employee make every effort to meet the guest's requests or offer a suitable alternative? Did an employee personalize the interaction in any way and engage the guest as an individual? Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? Did employees maintain alert postures and respect the guest's presence when interacting with each other? Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/ resolution?
Yes
Yes
Name was use with credit card was presented
Yes
Yes
Yes
Yes
Yes
Sarah could have shown more genuine interest and engaged in conversation when appropriate
No
Yes
Yes
Yes
Sarah noticed guest was on the phone and did not interrupt but rather went back for quality check shortly after
Yes
18 Jul 2019 / Kristi Grotsch Score (42/48) 87.5%
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Question
Response
Details
MENU AND FOOD: Was the menu/wine list clean, in good repair, grammatically correct and easy to read? If special dietary requirements were provided at any point during stay, were they automatically acknowledged? Was the food presented in an appealing manner and did it directly resemble its description from the menu?
Yes
N/A
Yes
Was the food fresh and of good flavor?
Yes
Was the texture of the food appropriate?
Yes
Was the food cooked as requested and served at the correct temperature?
Yes
Were portions of acceptable/generous size?
Yes
Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?
Yes
TABLE LAYOUT/RESTAURANT/LOUNGE: Did the outlet provide a comfortable dining/ beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)? Were all tables in the lounge consistently laid up? 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 and in good repair? Were salt and pepper cruets available and if so were they clean and full?
Yes
No
Yes
Yes
Yes
COMMENTS
18 Jul 2019 / Kristi Grotsch Score (42/48) 87.5%
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Question
Response
Details
List all colleagues that were involved in the service audit
Sarah
Overall comments about service/product
Cocktail taste and presentation was very appealing. Service could have been enhanced with more guest engagement
Highlighted areas for service improvement
Guest engagement
Rate the overall emotional experience *How did the service make you feel?*
Engaged; minimal emotional experience-Respected, Understood, Content
Name and signature
Kristi Grotsch
2019-07-18 10:57 AM
18 Jul 2019 / Kristi Grotsch Score (42/48) 87.5%
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