LQA Luxury+Benchmark+Standards Sustainabiliy PDF

2023
LQ A S TA N D A R D S
REVISIONS OVERVIEW
S U S TA I N A B I L I T Y
FRONT OF HOUSE
HOUSEKEEPING
FOOD AND BEVERAGE
PRODUCT
OT H E R
At the LQA Le ade rs’ Foru m i n 2 01 9 i t was a g re e d to
incl ude s u s tai nab i li ty s tandards i n the ‘Di s pl a y O n l y ’
section of the re p ort. At the LQA Le ade rs’ Foru m i n 2022
there was u nani mou s s u p p ort to move the s u s ta i n a bi l i t y
standards i nto the mai n b ody of the hote l re po r t .
The s u s tai nab i li ty s tandards we re deve lo pe d and

enhance d i n collab orati on w i th the lu xu ry hote l bra n d s
attend i ng the LQA Le ade rs’ Foru ms and ref l e ct t h e
growin g i mp ortance of s u s tai nab le p ract i ces fo r
c ustom e rs i n the lu xu ry hos p i tali ty s e ctor.
This in cre as e d focu s on s u s tai nab i li ty i n the LQA Lu x u r y

Benc hmark s tandards u nde rs cores the i mp o r ta n ce of
sustai nab le p racti ces i n the Lu xu ry hos p i tali ty s e cto r.
“ Sustainability focuses on meeting the needs of the present without

compromising the ability of future generations to meet their needs.
— B R U N D T L A N D R E P O R T 1 9 8 7
”
STANDARDS
PREVIOUS 21% COMPLIANCE STANDARDS
(SERVICE/EFFICIENCY/FOOD/CLEANLINESS/SALES STANDARDS)
47% EMOTIONAL INTELLIGENCE (EQ) STANDARDS

32% PRODUCT STANDARDS
5%
COMPLIANCE STANDARDS
20%
STANDARDS
(SERVICE/EFFICIENCY/FOOD/CLEANLINESS/SALES STANDARDS)
EMOTIONAL INTELLIGENCE (EQ) STANDARDS

2023
45%
PRODUCT STANDARDS
SUSTAINABILITY STANDARDS
30%
FRONT OF HOUSE
CATE G O R Y STANDARD E X P L A N AT I O N
Was an electric and/or hybrid hotel car option promoted for Sustainability now included in scoring sections of the hotel report, reflecting
Reservations 19
transfers, where available? the wider concerns of guests that this be addressed.
Sustainability now included in scoring sections of the hotel report, reflecting

Was paperless check in provided (e.g. at reception or via brand
Check-In 3 the wider concerns of guests that this be addressed. Added language to
app), where legally available? include mobile apps.
Was a paperless check out provided (e.g. at reception or via brand Sustainability now included in scoring sections of the hotel report, reflecting
Check-Out 7 app), where legally available and was a copy of the bill offered via the wider concerns of guests that this be addressed. Added language to
email in preference to a paper bill? include mobile apps.
Was an electric and/or hybrid hotel car option promoted for Sustainability now included in scoring sections of the hotel report, reflecting
Check-Out 10
transfers, where available? the wider concerns of guests that this be addressed.
Guest
Were green mobility/travel options promoted by the hotel at the Sustainability now included in scoring sections of the hotel report, reflecting
Service/ 11
destination (i.e. cycling, walking, public transport)? the wider concerns of guests that this be addressed.
Concierge
HOUSEKEEPING
Was all water provided in the room, in glass bottles or alternative Sustainability now included in scoring sections of the hotel report, reflecting
Arrival 22
eco-friendly containers only (i.e. no plastic bottles)? the wider concerns of guests that this be addressed.

Arrival 23 Were local mineral water or hotel filtered bottled water promoted? the wider concerns of guests that this be addressed.

Turndown 6 Was television not left on for turndown? the wider concerns of guests that this be addressed.
Did the hotel offer an environmental opt-out option as a default Sustainability now included in scoring sections of the hotel report, reflecting
the wider concerns of guests that this be addressed. This standard allows
Turndown 21 for not changing the towels daily (i.e. towels not changed daily hotel to set their towel changing criteria, opt out programs show increase in
unless requested)? outcome in favour of sustainability.
Did the employee adhere to the guest’s chosen environmental option

Turndown 22 Re-worded and re-ordered to follow on from new sustainability standard.
(i.e. not replace towels if the guest has chosen the opt-out option)?

Servicing 21 Re-worded and re-ordered to follow on from new sustainability standard.
Were all hanging garments returned on good quality hangers

Laundry 13 (i.e. not wire) and if covered was this either reusable (i.e. canvas) Existing standard - will be re-classified as ‘sustainable’ performance classification.
or biodegradable (i.e. not plastic)?
FOOD AND BEVERAGE
Were at least two dishes/options available from the following options Sustainability now included in scoring sections of the hotel report, reflecting
Breakfast 32 - vegan, gluten-free, and lactose-free (on the menu/buffet or advised the wider concerns of guests that this be addressed. Existing sustainability
by an employee)? standard updated to widen scope for alternative diets. Reworded for breakfast
Was fish locally sourced/sustainably certified and stated on the Sustainability now included in scoring sections of the hotel report, reflecting
Breakfast 37
menu or advised by an employee? the wider concerns of guests that this be addressed.
Was locally sourced food available and stated on the menu Sustainability now included in scoring sections of the hotel report, reflecting
Breakfast 38
or advised by the employee? the wider concerns of guests that this be addressed.
Were tea/coffee locally sourced/sustainably certified and stated Sustainability now included in scoring sections of the hotel report, reflecting
Breakfast 42
on the menu or advised by the employee? the wider concerns of guests that this be addressed.

Breakfast 47 Were all food and beverages free of single-use plastic? the wider concerns of guests that this be addressed.
Was all water provided in glass bottles or alternative eco-friendly Sustainability now included in scoring sections of the hotel report, reflecting
Breakfast 48
containers only (i.e. no plastic bottles)? the wider concerns of guests that this be addressed.

Breakfast 49 Was local mineral water or hotel filtered bottled water promoted? the wider concerns of guests that this be addressed.

Restaurant 17 Was local mineral water or hotel filtered bottled water promoted? the wider concerns of guests that this be addressed.
Were at least two starters, two main courses and one dessert
Restaurant 51 available from the following options: vegan, gluten-free and Existing sustainability standard updated to widen scope for alternative diets.
lactose-free (on the menu/buffet or advised by an employee)?
Restaurant 56
Was locally sourced food available and stated on the menu or Sustainability now included in scoring sections of the hotel report, reflecting
Restaurant 57
advised by the employee? the wider concerns of guests that this be addressed.
Were tea/coffee locally sourced/sustainably certified and Sustainability now included in scoring sections of the hotel report, reflecting
Restaurant 59
stated on the menu or advised by the employee? the wider concerns of guests that this be addressed.

Restaurant 64 Were all food and beverages free of single-use plastic? the wider concerns of guests that this be addressed.
Restaurant 65

Buffet 20 Was local mineral water or hotel filtered bottled water promoted? the wider concerns of guests that this be addressed.
Were at least two starters, two main courses and one dessert Sustainability now included in scoring sections of the hotel report, reflecting
Buffet 41 available from the following options: vegan, gluten-free and the wider concerns of guests that this be addressed. Existing sustainability
lactose-free (on the menu/buffet or advised by an employee)? standard updated to widen scope for alternative diets.
Buffet 51
Buffet 52
Buffet 54

Buffet 59 Were all food and beverages free of single-use plastic? the wider concerns of guests that this be addressed.
Buffet 60

Light Meals 3 Was local mineral water or hotel filtered bottled water promoted? the wider concerns of guests that this be addressed.
Sustainability standard transferred into applicable section, carried over

Were at least two starters, two main courses and one dessert from Sustainability section in ‘Display Only’ part of the report. Both forums
Light Meals 26 available from the following options: vegan, gluten-free and agreed it was time to include sustainability in the scoring sections of the hotel
lactose-free (on the menu/buffet or advised by an employee)? report, reflecting the wider concerns of guests that this be addressed. Existing
sustainability standard updated to widen scope for alternative diets.
Light Meals 31
Light Meals 32
Light Meals 34

Light Meals 39 Were all food and beverages free of single-use plastic? the wider concerns of guests that this be addressed.
Light Meals 40
Drinks Sustainability now included in scoring sections of the hotel report, reflecting
Service
25 Were all food and beverages free of single-use plastic? the wider concerns of guests that this be addressed.
Drinks Was all water provided in glass bottles or alternative eco-friendly Sustainability now included in scoring sections of the hotel report, reflecting
26
Service containers only (i.e. no plastic bottles)? the wider concerns of guests that this be addressed.
In-Room Sustainability now included in scoring sections of the hotel report, reflecting
Dining
15 Was local mineral water or hotel filtered bottled water promoted? the wider concerns of guests that this be addressed.
Were at least two starters, two main courses and one dessert Sustainability now included in scoring sections of the hotel report, reflecting
In-Room
Dining
29 available from the following options: vegan, gluten-free and the wider concerns of guests that this be addressed. Existing sustainability
lactose-free (on the menu/buffet or advised by an employee)? standard updated to widen scope for alternative diets.
In-Room Was fish locally sourced/sustainably certified and stated on the Sustainability now included in scoring sections of the hotel report, reflecting
34
Dining menu or advised by an employee? the wider concerns of guests that this be addressed.
In-Room Was locally sourced food available and stated on the menu or Sustainability now included in scoring sections of the hotel report, reflecting
35
Dining advised by the employee? the wider concerns of guests that this be addressed.
In-Room Were tea/coffee locally sourced/sustainably certified and stated Sustainability now included in scoring sections of the hotel report, reflecting
37
Dining on the menu or advised by the employee? the wider concerns of guests that this be addressed.
In-Room Sustainability now included in scoring sections of the hotel report, reflecting
Dining
43 Were all food and beverages free of single-use plastic? the wider concerns of guests that this be addressed.
In-Room Was all water provided in glass bottles or alternative eco-friendly Sustainability now included in scoring sections of the hotel report, reflecting
44
Dining containers only (i.e. no plastic bottles)? the wider concerns of guests that this be addressed.
PRODUCT

Room 57 Were slippers free of plastic wrapping? the wider concerns of guests that this be addressed.
Were shampoo, conditioner, bath gel, and body lotion provided

Room 60 in large-format bottles which were refillable/recyclable, instead the wider concerns of guests that this be addressed.
of miniature format?

Room 61 Were all bathroom amenities plastic free? the wider concerns of guests that this be addressed.
Were shampoo, conditioner, bath gel, and body lotion provided

Fitness and Sustainability now included in scoring sections of the hotel report, reflecting
Wellness
47 in large-format bottles which were refillable/recyclable, instead the wider concerns of guests that this be addressed.
of miniature format?
Fitness and Sustainability now included in scoring sections of the hotel report, reflecting
Wellness
48 Were all bathroom amenities free of plastic wrapping? the wider concerns of guests that this be addressed.
OTHER
Transport 7

Transport 8 Was local mineral water or hotel filtered bottled water promoted? the wider concerns of guests that this be addressed.
Spa Were all food and beverage items offered in non-plastic Sustainability now included in scoring sections of the hotel report, reflecting
34
Treatment packaging/containers? the wider concerns of guests that this be addressed.
Spa Sustainability now included in scoring sections of the hotel report, reflecting
Treatment
35 Was local mineral water or hotel filtered bottled water promoted? the wider concerns of guests that this be addressed.
NEW
S TA N DA R D S
FRONT OF HOUSE
HOUSEKEEPING
FOOD AND BEVERAGE
OT H E R
D I S P L A Y O N LY
N E W S TA N DA R D S
FRONT OF HOUSE
Agreement that reservation call should not just be transactional and that the
Did the employee use storytelling to give a sense of place and build
Reservations opportunity to build anticipation with authentic storytelling adds value for the
anticipation prior to the stay? guest and may encourage direct booking.
Did the confirmation show the hotel/group logo and reservations/

Previous standard split into two components to better enable the measurement of
Reservations hotel contact number and was all information within the timing in one and correct information in the other.
confirmation correct?
If the guest was not acknowledged or offered assistance within MEA/APAC forum discussed the importance of an apology to service recovery if
Check-In
the defined times, was an apology extended? guest waiting longer than designated at reception.
Where guest requests are made via in-house digital technology,

Guest
was the functionality intuitive and seamless and were any Added to reflect increased usage of digital communication.
Service/
Concierge requested items delivered within 10 minutes for an urban hotel
and 15 minutes for a resort hotel ?
HOUSEKEEPING
Separated from above standard, as considered sufficiently different and to allow

Arrival Was the room free of odor on arrival? each component to be measured independently.
Were all in-room amenities (tea/coffee making, in-room bar, etc.)

Arrival Measurement of cleanliness and tidiness introduced for in-room amenities.
clean and neatly arranged?
If the guest set the room temperature at a specific level, was it left
Turndown Guest preference for room temperature should be respected.
unaltered for the rest of the stay?
Moved from Public Areas - considered appropriate in this section as housekeeping

Servicing Were the corridors kept clear of housekeeping service trolleys? is responsible for their housekeeping trolleys during daytime servicing.
If the guest set the room temperature at a specific level, was it left
Servicing Guest preference for room temperature should be respected.
unaltered for the rest of the stay?
Where guest requests are made via in-house digital technology,

was the functionality intuitive and seamless and were any Include digital communication guest requests, Four Seasons and Jumeirah specifically
Laundry
requested items delivered within 10 minutes for an urban hotel and referenced exponential growth in this type of communication in recent years.
15 minutes for a resort hotel ?
Laundry Was same-day laundry and 2 hour pressing available on week days? Expected minimum service level for laundry and pressing.
FOOD AND BEVERAGE
Breakfast Were drinks served and cleared using a tray? To be consistent with other F&B sections.
For first time guests, did the employee offer to give a brief Standard added to encourage storytelling and engagement. MEA & APAC forum added
Restaurant
introduction to the concept of the restaurant? requirement to offer and also to make introduction brief - focus on authenticity.
If special dietary requirements were provided at any point during

Buffet To be consistent with F&B food sections.
stay, were they automatically acknowledged?
For first time guests, did the employee offer to give a brief Standard added to encourage storytelling and engagement. MEA & APAC forum added
Buffet
introduction to the concept of the restaurant? requirement to offer and also to make introduction brief - focus on authenticity.
Buffet Was bread served at the table or available on the buffet? To be consistent with F&B restaurant section.
Were all appropriate condiments/sauces available on the buffet

Buffet or offered and were they served in the appropriate containers (i.e. To be consistent with F&B restaurant section.
decanted from the bottle or miniatures)?
Was the butter fresh and well presented (i.e. no blister packs but Added olive oil to accommodate countries/cultures where this is more prevalent
Light Meals
premium wrapped butters acceptable)? than butter.
Drinks
Service
Did the drinks menu include one or more crafted non-alcoholic option(s)? Added non-alcoholic to the drinks menu for guests wishing not to drink alcohol.
OTHER
Transport Was sanitiser available within the vehicle? Proposed as a precautionary measure against germs.
Spa If the therapist was not available at the booking time, was an Standard above split into two components to more easily measure each element
Treatment apology subsequently offered? of the standard.
Spa Was there visual/verbal indication of spa employees washing hands Included from hygiene section as deemed appropriate for guest to be aware
Treatment prior to and following each treatment? therapist has washed their hands.
Did the hotel booking engine have differentiated imagery and

Digital Forums requested inclusion of F&B and spa imagery and descriptions.
descriptions for food and beverage outlets and the spa?
Digital Was all information on the hotel website up-to-date and correct? Forums agreed check to be included that hotel website up-to-date.
Digital Was the hotel app promoted to guests, if available? As more brands/hotels have apps, these should be promoted where available.
AMENDED
FRONT OF HOUSE
HOUSEKEEPING
FOOD AND BEVERAGE
OT H E R
AMENDED
FRONT OF HOUSE
CATE G O R Y PREVIOUS STANDARD 2023 STANDARD
Did the employee obtain all of the guests’ and their children’s Did the employee obtain all of the guests’ and their children’s
Reservations
names (if applicable) and clarify spelling where required? names and ages (if applicable) and clarify spelling where required?
Did the employee clarify the purpose of visit (i.e. celebration,

Reservations Did the employee clarify the purpose of visit?
business, etc.)?
Reservations Were a minimum of two room types/rates offered? Were a minimum of two room types and two room rates offered?
Was the employee’s speech clear and use of English satisfactory,

Reservations enabling engagement in two-way conversation with the guest
enabling engagement in two-way conversation with the guest?
(intelligently fair approach given some limitations due to face masks)?
Did the employees engage in a well-paced, natural (non-scripted,

Reservations jargon/slang free), friendly and interested manner (intelligently fair
jargon/slang free), friendly and interested manner?
approach given some limitations due to face masks)?
Did the employee offer to send a confirmation and was it received

within two hours of the call (i.e. if call was made during the hotel’s Did the employee offer to send a confirmation and was it received
Reservations business hours), with the hotel/group logo and reservations/ within two hours of the call (i.e. if call was made during the hotel’s
hotel contact number present and was all information within the business hours)?
confirmation correct?
Was the guest offered assistance immediately or if a queue was Was the guest offered assistance immediately or if a queue was
present was he/she positively acknowledged with hand or facial present was he/she positively acknowledged with hand or facial
Check-In
gestures within 1 minute of approaching the desk and offered gestures within 30 seconds of approaching the desk and offered
assistance within 2 minutes? assistance within 1 minute?
Did complete registration process take no more than 10 minutes Did complete registration process take no more than 5 minutes from
Check-In from the time of joining the queue for a city hotel and 15 minutes the time of joining the queue for a city hotel and 10 minutes for a
for a resort property? resort property?
AMENDED
Was the room type, special requests (e.g. newspapers, bed Was the room type, special requests (e.g. bed preference, smoking
Check-In preference, smoking preference), pre-arranged bookings and preference, etc.), pre-arranged bookings and departure date
departure date reconfirmed and were all details correct? reconfirmed and were all details correct?
Were employees well groomed and neatly presented in clean, well fitted Were employees well groomed and neatly presented in clean, well
Check-In uniforms including clean masks (where applicable) and, if applicable, fitted uniforms and, if applicable, wearing name badges, resulting
wearing name badges, resulting in a positive first impression? in a positive first impression?

Check-In enabling engagement in two-way conversation with the guest

Check-In jargon/slang free), friendly and interested manner (intelligently fair
Check-Out
gestures within 1 minute of approaching the desk and offered gestures within 30 seconds of approaching the desk and offered
Did complete check out take no more than 10 minutes from the Did complete check out take no more than 5 minutes from the time
Check-Out
time of joining the queue? of joining the queue (exception if stay of 5 nights or more)?
If the folio was offered via email was it delivered within 2 hours of If the folio was offered via email was it delivered within 2 hours of
Check-Out check out unless advised of an expected delay, and/or if the folio check out unless advised of an expected delay, and/or if the folio was
was printed was it neatly presented in a billfold/envelope? printed was it offered to be neatly presented in a billfold/envelope?
Did the employee show appreciation (e.g. thank guest) for the
Did the employee show appreciation (e.g. thank guest) for the
Check-Out guest’s business and was an invitation to return extended to the
guest’s business and extend an invitation to return?
guest prior to their departure from the hotel?
Did the employee offer a sincere farewell at the end of the

Check-Out Did the employee offer a sincere farewell at the end of the conversation?
conversation and show appreciation?
AMENDED
Check-Out uniforms including clean masks (where applicable) and, if applicable, fitted uniforms and, if applicable, wearing name badges, resulting

Check-Out enabling engagement in two-way conversation with the guest

Check-Out jargon/slang free), friendly and interested manner (intelligently fair
Did an employee escort the guest to reception, whilst practicing

Porter/ Did an employee escort the guest to reception and introduce him/
physical distancing, and introduce him/her by name to the
Doorman her by name to the receptionist or use technology (i.e. microphone/
Arrival receptionist or use technology (i.e. microphone/headpiece) to pass
headpiece) to pass on the guest’s name?
on the guest’s name?
Porter/ Did the employee offer to place the luggage on to the luggage rack/ Did the employee offer to place all large suitcases on to luggage racks/
Doorman bench in the correct position (i.e. zipper facing the guest) and if a benches in the correct position (i.e. zipper facing the guest) and if
Arrival rack was not available did the employee offer to get one? additional racks were required did the employee offer to get these?
Porter/
Did the employee offer to hang the guest’s coat (if applicable) and Did the employee offer to hang the guest’s coat and suit carrier
Doorman
Arrival suit carrier? (if applicable)?
Porter/ Were employees well groomed and neatly presented in clean, well fitted Were employees well groomed and neatly presented in clean, well
Doorman uniforms including clean masks (where applicable) and, if applicable, fitted uniforms and, if applicable, wearing name badges, resulting
Arrival wearing name badges, resulting in a positive first impression? in a positive first impression?
Porter/ Was the employee’s speech clear and use of English satisfactory,
Doorman enabling engagement in two-way conversation with the guest
Arrival enabling engagement in two-way conversation with the guest?
Porter/ Did the employees engage in a well-paced, natural (non-scripted,

Doorman jargon/slang free), friendly and interested manner (intelligently fair
Arrival jargon/slang free), friendly and interested manner?
AMENDED
Porter/ Was the telephone answered within 3 rings or 10 seconds with an

Was the telephone answered within 3 rings or 10 seconds with an
Doorman appropriate greeting or in the case of digital communication, was a
Departure appropriate greeting?
response received within 3 minutes?
Porter/ Was luggage collected from the room within 8 minutes of request Was luggage collected from the room within 8 minutes of request for
Doorman for an urban hotel and 15 minutes for a resort hotel or within 5 an urban hotel and 15 minutes for a resort hotel (via telephone or
Departure minutes of pre-requested time? digital communication), or within 5 minutes of pre-requested time?
Porter/ Were employees well groomed and neatly presented in clean, well fitted Were employees well groomed and neatly presented in clean, well
Doorman uniforms including clean masks (where applicable) and, if applicable, fitted uniforms and, if applicable, wearing name badges, resulting
Departure wearing name badges, resulting in a positive first impression? in a positive first impression?
Porter/ Was the employee’s speech clear and use of English satisfactory,
Doorman enabling engagement in two-way conversation with the guest
Departure enabling engagement in two-way conversation with the guest?
Porter/ Did the employees engage in a well-paced, natural (non-scripted,

Doorman jargon/slang free), friendly and interested manner (intelligently fair
Departure jargon/slang free), friendly and interested manner?
Guest Was the telephone answered within 3 rings or 10 seconds with an

Services/ appropriate greeting or in the case of digital communication, was a
Concierge appropriate greeting?
Guest
Services/
Concierge gestures within 1 minute of approaching the desk and offered gestures within 30 seconds of approaching the desk and offered
Guest
Did the employee ask questions to fully understand the guest’s
Services/ Did the employee ask questions to fully understand the guest’s needs?
Concierge needs (i.e. specific interests, available time, etc)?
AMENDED
If a restaurant recommendation was requested, did the employee

Guest If a restaurant recommendation was requested, did the employee
ascertain the type of cuisine preferred and then offer an
Services/ ascertain the type/style of restaurant preferred (e.g. casual, formal
Concierge appropriate choice of options along with an overview of the style of
etc.) and then offer an appropriate choice of options?
restaurant (e.g. casual, formal etc.)?
Guest
Were all confirmations and information provided electronically or Were all confirmations and information provided digitally as a
Services/
Concierge professionally presented on hotel paper? priority, and if required, professionally presented on hotel paper?
If applicable/available, were all text message requests promptly If applicable/available, were all digitally communicated requests
Guest
acknowledged in an appropriate tone (i.e. match guest’s style promptly acknowledged in an appropriate tone (i.e. match guest’s
Services/
Concierge of conversation, but refrain from using abbreviations) within 5 style of conversation, but refrain from using abbreviations) within 3
minutes, unless advised of a longer timeframe? minutes, unless advised of a longer timeframe?
Guest Were employees well groomed and neatly presented in clean, well fitted Were employees well groomed and neatly presented in clean, well
Services/ uniforms including clean masks (where applicable) and, if applicable, fitted uniforms and, if applicable, wearing name badges, resulting
Concierge wearing name badges, resulting in a positive first impression? in a positive first impression?
Guest Was the employee’s speech clear and use of English satisfactory,
Services/ enabling engagement in two-way conversation with the guest
Concierge enabling engagement in two-way conversation with the guest?
Guest Did the employees engage in a well-paced, natural (non-scripted,

Services/ jargon/slang free), friendly and interested manner (intelligently fair
Concierge jargon/slang free), friendly and interested manner?
HOUSEKEEPING
Arrival Was the room at a comfortable temperature on arrival and free of odor? Was the room at a comfortable temperature on arrival?
Was a complete set of unused amenities present on arrival and in the

Arrival Was a complete set of unused amenities present on arrival?
case of large format dispensers, were contents sufficient for the stay?
Was there a full box of tissues, a well presented toilet roll and a Was there a box of tissues, a well presented toilet roll and a spare
Arrival
spare toilet roll available? toilet roll available?
AMENDED
Was a turndown service provided between 18h00 and 21h30 or at

Turndown Was a turndown service provided between 18h00 and 21h30?
the guest’s requested time?
If a ‘privacy’ sign/light was present was a calling card/door

If a ‘privacy’ sign/light was present was a calling card/door knob card
Turndown knob card left under/on the door or a silent message/digital
left under/on the door or a silent message left on the telephone?
communication left on the telephone?
Was complimentary bottled/filtered drinking water provided and

Turndown Was complimentary bottled/filtered drinking water provided?
placed in a highly visible location (e.g. bedside table, desk)?
Was the room tidied with all large hotel amenities (e.g. ironing
Was the room tidied with all hotel amenities returned to their
Turndown board) returned to their original locations and small amenities (e.g.
original locations (i.e. hairdryer, ironing board, etc.)?
hairdryer) left tidily where the guest placed them?
Was the used stationery and other amenities (e.g. tea/coffee)

Was the stationery/amenities replenished where required (i.e.
Turndown replenished where required (i.e. when all of one type of stationery/
when all of one type of stationery was missing)?
amenity was missing)?
Where a Green housekeeping option was present for towels, was it clearly Did the employee adhere to the guest’s chosen environmental option
Turndown
stated and did employee adhere to what the guest had requested? (i.e. not replace towels if the guest has chosen the opt-out option)?
Did the employee replace any used towels with clean ones and
If the guest chose to have the used towels replaced were any used
Turndown were they in excellent condition (mark n/a if green housekeeping
towels replaced with clean ones and were they in excellent condition?
option was chosen)?
Were all empty or almost empty amenities replaced/re-stocked (i.e. Were all empty or almost empty amenities restocked with partially
Turndown
if less than 1/3 full)? used items left in place?
Did the employee tidy the guest’s personal toiletries (i.e. replace
Did the employee tidy the guest’s personal toiletries (i.e. replace lids,
Turndown lids and neatly arrange) and leave them in view? Items should not
neatly arrange and/or place items on to a washcloth/linen cloth)?
be put away out of sight.

Servicing knob card left under/on the door or a silent message/digital
AMENDED
Was the bed neatly made with clean linen which was free of stains
Was the bed neatly made and were the bedspread/throw and
Servicing or tears and were the bedspread/throw and decorative cushions
decorative cushions replaced, if applicable?
replaced, if applicable?
Was the room tidied with all large hotel amenities (e.g. ironing
Was the room tidied with all hotel amenities returned to their
Servicing board) returned to their original locations and small amenities (e.g.
original locations (i.e. hairdryer, ironing board, etc.)?
hairdryer) left tidily where the guest placed them?
Was the used stationery and other amenities (e.g. tea/coffee)

Was the stationery/amenities replenished where required (i.e.
Servicing replenished where required (i.e. when all of one type of stationery/
when all of one type of stationery was missing)?
amenity was missing)?
Where a Green housekeeping option was present for sheets/towels,

Servicing was it clearly stated and did employee adhere to what the guest
had requested?
Did the employee replace any used sheets/towels with clean If the guest chose to have the used towels/sheets replaced were
Servicing ones and were they in excellent condition (mark n/a if green any used towels/sheets replaced with clean ones and were they in
housekeeping option was chosen)? excellent condition?
Were all empty or almost empty amenities replaced/re-stocked (i.e. if Were all empty or almost empty amenities restocked with partially
Servicing
less than 1/3 full)? used items left in place?
Did the employee tidy the guest’s personal toiletries (i.e. replace lids, Did the employee tidy the guest’s personal toiletries (i.e. replace
Servicing
neatly arrange and/or place items on to a washcloth/linen cloth)? lids and neatly arrange) and leave them in view?

Laundry appropriate greeting or in the case of digital communication, was a
appropriate greeting?
If laundry delivery was requested, was it delivered to the room If laundry delivery was requested, was it delivered to the room within
Laundry
within 15 minutes of the request? 10 minutes for an urban hotel and 15 minutes for a resort hotel?
AMENDED

Laundry knob card left under/on the door or a silent message/digital
Were employees well groomed and neatly presented in clean,

Were employees well groomed and neatly presented in clean, well
well fitted uniforms including clean masks (where applicable)
Laundry fitted uniforms and, if applicable, wearing name badges, resulting
and, if applicable, wearing name badges, resulting in a positive
in a positive first impression?
first impression?

Laundry enabling engagement in two-way conversation with the guest

Laundry jargon/slang free), friendly and interested manner (intelligently fair
FOOD AND BEVERAGE
Was the guest greeted and seated at a fully laid table within 2 Was the guest greeted and seated at a fully laid table within 1
Breakfast minutes of their arrival and if the restaurant was full, was the guest minute of their arrival and if the restaurant was full, was the guest
advised how long it would be and was this timeframe adhered to? advised how long it would be and was this timeframe adhered to?
Were all plated items served with as little disruption to the guest as
Were all plated items served with as little disruption to the guest
Breakfast possible and with the correct order served to each guest without
as possible?
any prompting required?
Was the bill clearly itemized and correct and was it promptly Was the bill clearly itemized and correct and was it promptly presented
Breakfast presented during the meal or within 3 minutes of request (n/a if during the meal or within 3 minutes of request (n/a if included in room
included in room rate)? rate) in a clean billfold (or similar) that was in good condition?
Were any unidentifiable food or beverage items clearly labelled and

Were any unidentifiable food or beverage items clearly labeled and
Breakfast did they indicate allergens where required (i.e. dairy, nuts, gluten,
were the labels clean and consistent in appearance?
etc.), were the labels clean and consistent in appearance?
AMENDED
Was the butter fresh and well presented (i.e. no blister packs but If butter/olive oil was provided, was it fresh and well presented (i.e.
Breakfast
premium wrapped butters acceptable)? no blister packs acceptable)?
Were salt and pepper cruets available, or offered, and if so were

Breakfast Were salt and pepper cruets available and if so were they clean and full?
they clean and full?
Was there a minimum of three different preserves available on the

Was there a minimum of three different preserves available on the
Breakfast table or at the buffet (honey is acceptable) and were they served in
table or at the buffet (honey is acceptable)?
appropriate containers (i.e. not sachet/blister packs)?
Breakfast uniforms including clean masks (where applicable) and, if applicable, fitted uniforms and, if applicable, wearing name badges, resulting

Breakfast enabling engagement in two-way conversation with the guest

Breakfast jargon/slang free), friendly and interested manner (intelligently fair
Was the menu/wine list clean, in good repair, grammatically Was the menu clean, in good repair, grammatically correct and
Breakfast
correct and easy to read? easy to read?

Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting, or in the case of an in-person reservation
Restaurant
appropriate greeting? was the guest acknowledged within 1 minute, or in the case of
digital communication, responded to within 3 minutes?
Did the interaction end with the employee offering a warm and
Restaurant Did the call end with the employee offering a warm and sincere closing?
sincere closing?
AMENDED
Restaurant minutes of their arrival and if the restaurant was full, was the guest minute of their arrival and if the restaurant was full, was the guest
Did employees offer seating assistance, remove covers if necessary Did employees offer seating assistance and remove covers if
Restaurant
and present the menu (if applicable)? necessary?
Was the correct drinks order served within 4 minutes of order (7 Was the correct drinks order served within 5 minutes of order (8
Restaurant
minutes for cocktails) unless advised of a delay? minutes for cocktails) unless advised of a delay?
Restaurant possible and with the correct order served to each guest without
as possible?
Was the correct order served to each guest without any

Restaurant Combine with standard above.
prompting required?
Was the coffee/tea served within 5 minutes of order and was it

Restaurant Was the coffee/tea served within 5 minutes of order?
accompanied by a sweet (e.g. cookie, petit four, etc.)?
Were milk/cream and a full sugar selection (i.e. white, brown,

sweetener/stevia) offered with the coffee/tea (n/a for green tea/
Restaurant sweetener/stevia) offered with the coffee/tea (n/a for green tea/
herbal teas) and was it accompanied by a sweet (e.g. cookie,
herbal teas)?
petit four, etc.)?
Was the bill clearly itemized and correct and was it promptly
Restaurant presented during the meal or within 3 minutes of request in a clean
presented during the meal or within 3 minutes of request?
billfold (or similar) that was in good condition?
Did the waiter pour a small amount of wine for the guest to sample Did the waiter pour a small amount of wine for the guest to sample
Restaurant and upon confirmation that it was satisfactory, fill the glass and upon confirmation that it was satisfactory, fill the glass
accordingly (n/a for Enomatic wine system by the glass)? accordingly (n/a for Enomatic wine system, or similar, by the glass)?
Did the waiter present the wine to the guest and open the bottle at Did the waiter present the wine to the guest and open the bottle at
Restaurant
the table (n/a for Enomatic wine system, by the glass)? the table (n/a for Enomatic wine system, or similar, by the glass)?
AMENDED
Was there a minimum of one starter and one main course vegan available from the following options - healthy, vegan, organic,
Restaurant
option listed on the menu? gluten-free, lactose-free and fat-free items available (on the menu/
buffet or advised by an employee)?
Was the butter fresh and well presented (i.e. no blister packs but If butter/olive oil was provided, was it fresh and well presented (i.e.
Restaurant
premium wrapped butters acceptable)? no blister packs acceptable)?’

Restaurant Were salt and pepper cruets available and if so were they clean and full?
Restaurant uniforms including clean masks (where applicable) and, if applicable, fitted uniforms and, if applicable, wearing name badges, resulting

Restaurant enabling engagement in two-way conversation with the guest

Restaurant jargon/slang free), friendly and interested manner (intelligently fair

Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting, or in the case of an in-person reservation was
Buffet
appropriate greeting? the guest acknowledged within 1 minute, or in the case of digital
communication, responded to within 3 minutes?
Did the interaction end with the employee offering a warm and
Buffet Did the call end with the employee offering a warm and sincere closing?
sincere closing?
Buffet minutes of their arrival and if the restaurant was full, was the guest minute of their arrival and if the restaurant was full, was the guest
AMENDED
Did employees offer seating assistance, remove covers if

Buffet Did employees offer seating assistance and remove covers if necessary?
necessary and present the menu (if applicable)?
Buffet

Buffet Was the coffee/tea served within 5 minutes of order?

Buffet sweetener/stevia) offered with the coffee/tea (n/a for green tea/
herbal teas)?
petit four, etc.)?
Buffet presented during the meal or within 3 minutes of request in a clean
Did the waiter present the wine to the guest and open the bottle at Did the waiter present the wine to the guest and open the bottle at
Buffett
the table (n/a for Enomatic wine system by the glass)? the table (n/a for Enomatic wine system, or similar, by the glass)?
Did the waiter pour a small amount of wine for the guest to sample Did the waiter pour a small amount of wine for the guest to sample
Buffet and upon confirmation that it was satisfactory, fill the glass and upon confirmation that it was satisfactory, fill the glass
accordingly (n/a for Enomatic wine system by the glass)? accordingly (n/a for Enomatic wine system, or similar, by the glass)?
Buffet
Were any unidentifiable food or beverage items clearly labelled and

Were any unidentifiable food or beverage items clearly labeled and
Buffet did they indicate allergens where required (i.e. dairy, nuts, gluten,
were the labels clean and consistent in appearance?
etc.), were the labels clean and consistent in appearance?
AMENDED
Was the butter fresh and well presented (i.e. no blister packs but If butter/olive oil was provided, was it fresh and well presented
Buffet
premium wrapped butters acceptable)? (i.e. no blister packs acceptable)?

Buffet Were salt and pepper cruets available and if so were they clean and full?
Buffet uniforms including clean masks (where applicable) and, if applicable, fitted uniforms and, if applicable, wearing name badges, resulting

Buffet enabling engagement in two-way conversation with the guest

Buffet jargon/slang free), friendly and interested manner (intelligently fair
Was the guest greeted or acknowledged within 2 minutes upon Was the guest greeted or acknowledged within 1 minute upon
Light Meals entering the restaurant/lounge or within 6 minutes if seated at the entering the restaurant/lounge or within 5 minutes if seated at the
beach or poolside lounger? beach or poolside lounger?
Light Meals
Light Meals possible and with the correct order served to each guest without
as possible?

Light Meals Was the coffee/tea served within 5 minutes of order?
AMENDED

Light Meals sweetener/stevia) offered with the coffee/tea (n/a for green
tea/herbal teas)?
petit four, etc.)?
Light Meals presented during the meal or within 3 minutes of request in a clean
Light Meals

Light Meals Were salt and pepper cruets available and if so were they clean and full?
Light Meals uniforms including clean masks (where applicable) and, if applicable, fitted uniforms and, if applicable, wearing name badges, resulting

Light Meals enabling engagement in two-way conversation with the guest

Light Meals jargon/slang free), friendly and interested manner (intelligently fair
Drinks Was the guest greeted or acknowledged within 2 minutes upon Was the guest greeted or acknowledged within 1 minute upon
Service entering the bar/lounge? entering the bar/lounge?’
Drinks Did the employee show good product knowledge when taking Did the employee show good product knowledge when taking the
Service the order? order and promote local/signature drinks, where applicable?
AMENDED
Drinks Was the correct drinks order served within 4 minutes of order (7 Was the correct drinks order served within 5 minutes of order (8
Service minutes for cocktails) unless advised of a delay? minutes for cocktails) unless advised of a delay?’
If wine by the glass is ordered, did the waiter present the bottle and If wine by the glass is ordered, did the waiter present the bottle and
Drinks
Service
offer a sample before filling the glass accordingly (n/a for Enomatic offer a sample before filling the glass accordingly (n/a for Enomatic
wine system by the glass)? wine system, or similar, by the glass)?
Drinks Were drinks served at the appropriate temperature (chilled, room

Service
Was the drink appropriately chilled (if applicable)?
temperature, etc.)?
Did the waiter automatically offer a minimum of two varieties of

Drinks Did the waiter automatically offer a minimum of two varieties of snacks,
Service
snacks, which were individually portioned/covered, and in the case
and in the case of shelled nuts or olives, was a pit bowl provided?
of shelled nuts or olives, was a pit bowl provided?
Drinks
Service
Did the waiter supply serviettes with the snacks/drinks? Did the waiter supply serviettes/cocktail napkins with the snacks/drinks?
Drinks Was the bill clearly itemized and correct and was it promptly
Service
presented or within 3 minutes of request in a clean billfold (or
presented or within 3 minutes of request?
similar) that was in good condition?
Drinks
Service
uniforms including clean masks (where applicable) and, if applicable, fitted uniforms and, if applicable, wearing name badges, resulting

Drinks Was the employee’s speech clear and use of English satisfactory,
Service
enabling engagement in two-way conversation with the guest

Drinks Did the employees engage in a well-paced, natural (non-scripted,
Service
jargon/slang free), friendly and interested manner (intelligently fair
AMENDED
Was the telephone answered within 3 rings or 10 seconds with

In Room Was the telephone answered within 3 rings or 10 seconds with an
Dining
an appropriate greeting, or in the case of digital communication,
appropriate greeting?
responded to within 3 minutes?
In Room In the case of digital orders (e.g. iPad, via television, etc.) was the In the case of digital orders (e.g. tablet, via television, etc.) was the
Dining facility easy to use and was the correct order delivered on time? facility easy to use and was the correct order delivered on time?
Did the employee ask/suggest where the guest would like the tray/
In Room Did the employee ask/suggest where the guest would like the tray/
Dining
trolley to be placed (n/a if room delivery only requested i.e. left at
trolley to be placed?
room door due to Covid-19)?
In Room Did the employee secure the table leaf and set the table (n/a if room
Dining
Did the employee secure the table leaf and set the table?
delivery only requested i.e. left at room door due to Covid-19)?
In Room Did the employee position the chairs accordingly (n/a if room
Dining
Did the employee position the chairs accordingly?
delivery only requested i.e. left at room door due to Covid-19)?
Did the employee offer to pour the beverages, remove the cloche/s
In Room Did the employee offer to pour the beverages, remove the cloche/s
Dining
and stancap/s as applicable (n/a if room delivery only requested i.e.
and stancap/s as applicable?
left at room door due to Covid-19)?
In Room Was the bill clearly itemized and correct and if presented, in a clean
Dining
Was the bill clearly itemized and correct, if present or presented?
In Room Was the butter fresh and well presented (i.e. no blister packs but If butter/olive oil was provided, was it fresh and well presented (i.e.
Dining premium wrapped butters acceptable)? no blister packs acceptable)?

In Room sweetener/stevia) offered with the coffee/tea (n/a for green tea/
Dining
herbal teas) and was it accompanied by a sweet (e.g. cookie, petit
herbal teas)?
four, etc.)?
In the case of breakfast was there a minimum of three different

In Room In the case of breakfast was there a minimum of three different
Dining
preserves available (honey is acceptable) and were they served in
preserves available (honey is acceptable)?
appropriate containers (i.e. not sachet/blister packs)?
AMENDED
In Room
Dining

In Room Was the employee’s speech clear and use of English satisfactory,
Dining

In Room Did the employees engage in a well-paced, natural (non-scripted,
Dining
PRODUCT
Was the flooring of high quality (i.e. high grade wood, marble, Was the flooring of high quality (i.e. high grade wood, marble,
Room stone, granite, elegant area rugs or high density carpet) and was it stone, granite, elegant area rugs or high density carpet) and was it
clean and in good repair? in good repair?
Were all areas of the room extremely well lit (i.e. both sides of the Were all areas of the room extremely well lit (i.e. both sides of the bed,
Room
bed, at desk and sitting area) with custom high quality light fixtures? at workspace and sitting area) with custom high quality light fixtures?
Was all furniture clean, well maintained and of a high quality (i.e. Was all furniture well maintained and of a high quality (i.e. solid
Room
solid wood, upscale fabrics, etc.)? wood, upscale fabrics, etc.)?
Was comfortable seating provided for two people in the room that
Were two chairs available that were of the appropriate height for a
Room was of the appropriate height for a room service trolley/table (the
room service trolley?
bed cannot be a form of seating)?
Was the workspace of a good size and conducive to business needs

Was the workspace of a good size and conducive to business needs
Room (i.e. multiple, easily accessible unused electrical outlets, clutter
(i.e. multiple, easily accessible unused electrical outlets, clutter free)?
free) with a chair of the correct height?
Were television/remote control in good condition/working order and Were television/remote control in good condition/working order and
Room did they offer multilingual channels as well as high definition channels did they offer multilingual channels as well as high definition channels
and either a printed or television/iPad enabled channel guide? and either a printed or television/tablet enabled channel guide?
AMENDED
Was there a movie on demand option available or was it possible to

Was there a movie on demand option available or was it possible to
Room stream media content, and in the case of streaming media content
stream media content to the television?
was it easy to connect?
Was all technology (e.g. iPad, sound system, electric curtains, etc.) Was all technology (e.g. tablet, sound system, electric curtains, etc.)
Room
and lighting in good working order and easy to use? and lighting in good working order and easy to use?
Was the facility provided to connect a MP3/iPhone/iPod/Android to Could the guest connect to a speaker in the room via
Room
a speaker within the room? Bluetooth technology?
Was an upscale comprehensive guest services directory provided Was an upscale comprehensive guest services directory provided
Room (e.g. printed copy, iPad or via television), and was it up to date, (e.g. printed copy, tablet, digital format QR code or via television),
grammatically correct and in good condition? and was it up to date, grammatically correct and in good condition?
Were a shoehorn and clothes brush (urban hotels only) and Were a good quality and non-plastic shoehorn and clothes brush
umbrella available (umbrella requirement is destination specific (urban hotels only) and umbrella available (umbrella requirement
Room
and can be available in the room or offered at the hotel entrance if is destination specific and can be available in the room or offered
weather is inclement)? at the hotel entrance if weather is inclement)?
Were there spare electrical points near a mirror (e.g. for hairdryer) Were easily accessible spare electrical points near a mirror (e.g. for
Room and were at least two spare power points or USB ports, available on hairdryer) and were at least two spare power points or USB ports,
both sides of the bed (e.g. for mobile phones)? available on both sides of the bed (e.g. for mobile phones)?
Was a clean, well-maintained and stocked in-room bar present Was a well-maintained and stocked in-room bar present and
and was there an option clearly stated that the contents could be was there an option clearly stated that the contents could be
Room
customized to the guest’s personal preferences (reservation email, customized to the guest’s personal preferences (reservation email,
verbally on arrival, guest directory, tent card, etc.)? verbally on arrival, guest directory, tent card, etc.)?
Were there either three telephones in the room (i.e. workspace, Were there either two telephones in the room (i.e. workspace,
Room bedside and bathroom) or alternatively two telephones, one of bedside and bathroom) or alternatively one telephone, which must
which must be cordless? be cordless?
Were all room telephones in good working order with speed dial, Were all room telephones in good working order with speed dial,
Room
voicemail, message waiting and conference speaker facilities? message waiting and speaker facility?
AMENDED
Was a selection of reading material provided (i.e. current lifestyle

Was a selection of reading material provided (i.e. current lifestyle
Room magazines and/or books)? (Due to Covid-19 this standard does not
magazines and/or books)?
apply until further notice).
Were a coffee machine, kettle and all equipment (i.e. teabags,

Were a coffee machine, kettle and amenities (i.e. teabags, coffee,
coffee, sugar, milk, cups etc.) provided or available via in-room
Room sugar, milk, cups etc.) provided or available via in-room dining/
dining/butler service on a complimentary basis and were they fully
butler service on a complimentary basis?
stocked and in good working order?
In the case of an urban hotel, was a large walk-in shower provided

Did the bathroom offer a full size bathtub (minimum of 1.5 meters),
Room at a minimum and in a resort hotel was a full-sized soaking bath
a separate shower cubicle, sink and a toilet?
tub available and large walk-in shower provided?
Was a good quality tissue dispenser and soap dish available (soap
Room Was a good quality soap dish and tissue dispenser present?
dish not applicable if soap dispensers provided)?
Public Areas uniforms including clean masks (where applicable) and, if applicable, fitted uniforms and, if applicable, wearing name badges, resulting

Public Areas enabling engagement in two-way conversation with the guest
Fitness and
Wellness
Was 24 hour access to the gym available? Was 24 hour access to the gym advertised as available?
If gym is unattended, did an employee walk through the gym If gym is unattended, did an employee walk through the gym every
Fitness and
Wellness
every 20 minutes between 07h00 and 21h00 to ensure it was kept 30 minutes between 07h00 and 21h00 to ensure it was kept tidy
tidy and sufficiently stocked? and sufficiently stocked?
AMENDED
Was the gymnasium well laid out with a variety of state of the art
Was the gymnasium well laid out with a variety of state of the art
exercise equipment (minimum of 5 cardiovascular, 5 resistance
Fitness and exercise equipment (minimum of 5 cardiovascular, 5 resistance
Wellness
machines (can be incorporated into a universal machine) plus two
machines (can be incorporated into a universal machine) plus a
full sets of hand-held free weights and was all equipment clean and
range of free weights) and was all equipment in good working order?
in good working order?
Fitness and Were there individual television monitors present at each Were there individual television monitors present at each cardiovascular
Wellness cardiovascular machine and were they in good working order? machine and were they clean and in good working order?
Were complimentary headphones provided and were they clean

Fitness and Were complimentary headphones provided and were they clean
Wellness
and in good working order with hygienic ear pieces? (Due to
and in good working order with hygienic ear pieces?
Covid-19 this standard does not apply until further notice)
Were clean sweat towels and a touchless water dispenser with

Fitness and Were clean sweat towels and a touchless water dispenser with
Wellness
sufficient cups and/or bottled water available (plastic cups/bottles
sufficient cups and/or bottled water available?
not acceptable)?
Fitness and Was a fruit bowl with fresh fruit available? (Due to Covid-19 this Was a fruit bowl with fresh fruit or healthy amenities (e.g. cereal
Wellness standard does not apply until further notice). bars, etc.) available and was this free of plastic packaging?
For resort hotels were complimentary services provided at outdoor For resort hotels were complimentary services provided at outdoor
Fitness and
Wellness
pool (e.g. cleaning sunglasses, sorbets, individually portioned sun pool (e.g. cleaning sunglasses, sorbets, individually portioned reef-
tan lotion, etc.)? safe sunscreen, etc.)?
Fitness and
Wellness

Fitness and Was the employee’s speech clear and use of English satisfactory,
Wellness

Fitness and Did the employees engage in a well-paced, natural (non-scripted,
Wellness
AMENDED
OTHER
Did the employee hold a signboard/iPad with the correct spelling of Did the employee hold a signboard/tablet with the correct spelling
Transport
the guest’s name or hotel name printed (i.e. not handwritten)? of the guest’s name or hotel name printed (i.e. not handwritten)?
Did the employee drive in a safe and careful manner and use a
Transport Did the employee drive in a safe and careful manner?
headset/hands-free when making telephone calls?
Transport uniforms including clean masks (where applicable) and, if applicable, fitted uniforms and, if applicable, wearing name badges, resulting

Transport enabling engagement in two-way conversation with the guest

Transport jargon/slang free), friendly and interested manner (intelligently fair
Was the guest greeted or acknowledged within 90 seconds upon

Was the guest greeted or acknowledged within 90 seconds upon
Spa entering the spa or if a booking was made by telephone was the
Treatment
entering the spa or if a booking was made by telephone was the
call answered within 3 rings with an appropriate greeting or in the
call answered within 3 rings with an appropriate greeting?
case of digital communication, responded to within 3 minutes?
Spa Did the employee advise the guest to arrive early to use the Did the employee advise the guest what time to arrive for the
Treatment amenities prior to their treatment, where applicable? treatment and promote spa facilities, if available (i.e. pool, sauna, etc)?
Spa
Treatment
Was there a designated receptionist present upon arrival? Was there a designated employee present upon arrival?
Spa For first time guests, did the employee offer to explain the layout For first time guests, did the employee offer to escort the guest to
Treatment and facilities? the changing rooms and explain the layout and facilities?
AMENDED
Spa Was the service provider available as per the booking time and if
Treatment
Was the therapist available as per the booking time?
not was an apology offered?
Spa In the case of a massage did the therapist confirm that the pressure Therapist should check pressure on more than one occasion to ensure
Treatment was comfortable for the guest on two occasions during the treatment? massage pressure remains appropriate throughout the treatment.
Was soothing/relaxing music played at an appropriate volume or

Spa
Treatment
Was soothing/relaxing music played at an appropriate volume? natural environmental sounds, where applicable (rustling leaves,
ocean if outdoor)?
Spa Was the guest escorted, whilst practicing physical distancing, back to Was the guest escorted back to the lounge, changing/locker room
Treatment the lounge, changing/locker room or reception area and thanked? or reception area and thanked?
Spa Was the bill clearly itemized and correct and if presented, in a clean
Treatment
Was the bill clearly itemized and correct, if present or presented?
Spa
Treatment

Spa Was the employee’s speech clear and use of English satisfactory,
Treatment

Spa Did the employees engage in a well-paced, natural (non-scripted,
Treatment
Guest Was the emergency exit route displayed in the room and easily Were the emergency exit route and assembly point displayed in the
Security located (i.e. back of door, in wardrobe)? room and easily located (i.e. back of door, in wardrobe)?

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2023

The s u s tai nab i li ty s tandards we re deve lo pe d and

This in cre as e d focu s on s u s tai nab i li ty i n the LQA Lu x u r y

“ Sustainability focuses on meeting the needs of the present without

47% EMOTIONAL INTELLIGENCE (EQ) STANDARDS

EMOTIONAL INTELLIGENCE (EQ) STANDARDS

Sustainability now included in scoring sections of the hotel report, reflecting

Sustainability now included in scoring sections of the hotel report, reflecting

Sustainability now included in scoring sections of the hotel report, reflecting

Did the employee adhere to the guest’s chosen environmental option

Did the employee adhere to the guest’s chosen environmental option

Were all hanging garments returned on good quality hangers

FOOD AND BEVERAGE

Sustainability now included in scoring sections of the hotel report, reflecting

Sustainability now included in scoring sections of the hotel report, reflecting

Sustainability now included in scoring sections of the hotel report, reflecting

Sustainability now included in scoring sections of the hotel report, reflecting

Sustainability now included in scoring sections of the hotel report, reflecting

Sustainability now included in scoring sections of the hotel report, reflecting

Sustainability now included in scoring sections of the hotel report, reflecting

Sustainability standard transferred into applicable section, carried over

Sustainability now included in scoring sections of the hotel report, reflecting

Sustainability now included in scoring sections of the hotel report, reflecting

Were shampoo, conditioner, bath gel, and body lotion provided

Sustainability now included in scoring sections of the hotel report, reflecting

Were shampoo, conditioner, bath gel, and body lotion provided

Sustainability now included in scoring sections of the hotel report, reflecting

Did the confirmation show the hotel/group logo and reservations/

Where guest requests are made via in-house digital technology,

Separated from above standard, as considered sufficiently different and to allow

Were all in-room amenities (tea/coffee making, in-room bar, etc.)

Moved from Public Areas - considered appropriate in this section as housekeeping

Where guest requests are made via in-house digital technology,

FOOD AND BEVERAGE

If special dietary requirements were provided at any point during

Were all appropriate condiments/sauces available on the buffet

Did the hotel booking engine have differentiated imagery and

CATE G O R Y PREVIOUS STANDARD 2023 STANDARD

Did the employee clarify the purpose of visit (i.e. celebration,

Was the employee’s speech clear and use of English satisfactory,

Did the employees engage in a well-paced, natural (non-scripted,

Did the employee offer to send a confirmation and was it received

Was the employee’s speech clear and use of English satisfactory,

Did the employees engage in a well-paced, natural (non-scripted,

Did the employee offer a sincere farewell at the end of the

Was the employee’s speech clear and use of English satisfactory,

Did the employees engage in a well-paced, natural (non-scripted,

Did an employee escort the guest to reception, whilst practicing

Porter/ Did the employees engage in a well-paced, natural (non-scripted,

Porter/ Was the telephone answered within 3 rings or 10 seconds with an

Porter/ Did the employees engage in a well-paced, natural (non-scripted,

Guest Was the telephone answered within 3 rings or 10 seconds with an

If a restaurant recommendation was requested, did the employee

Guest Did the employees engage in a well-paced, natural (non-scripted,

Was a complete set of unused amenities present on arrival and in the

Was a turndown service provided between 18h00 and 21h30 or at

If a ‘privacy’ sign/light was present was a calling card/door

Was complimentary bottled/filtered drinking water provided and

Was the used stationery and other amenities (e.g. tea/coffee)

If a ‘privacy’ sign/light was present was a calling card/door

Was the used stationery and other amenities (e.g. tea/coffee)

Where a Green housekeeping option was present for sheets/towels,