Template

LQA Audit Checklist: Guest Services and Concierge

by Marion te Winkel, from the Community

50+

Assess guest services and concierge performance with a structured LQA audit checklist. Review response times, call handling, queue management, local expertise and recommendations, accuracy of directions and transport options, delivery of requested items, and professionalism of confirmations. Evaluate behavioral standards including grooming, communication clarity, confidence, anticipatory service, personalization, teamwork, and empathy in challenging situations. Use this guide to benchmark luxury hotel service standards, identify gaps, and drive consistent, exceptional guest experiences.

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Digitize any process, procedure or policy

Eliminate mistakes made by paper-based processes

Create and share professional reports instantly

Confirm accountability and compliance with a digital log

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This community page makes available free workplace checklists and templates created by other users within the SafetyCulture community. SafetyCulture has re-published this content and where possible, has credited the original author. SafetyCulture has not verified the accuracy, reliability or suitability of any community content. You agree that your use of any of this content is in accordance with SafetyCulture’s Terms and Conditions.

Template
Guest Services and Concierge LQA Checklist
Use this LQA-aligned checklist to audit hotel guest services and concierge performance. Evaluate phone etiquette, queue acknowledgment, needs discovery, local expertise and tailored recommendations, promotion of on-property outlets, proactive follow-up, accurate directions and transport guidance, room delivery protocol and timing, timely responses to pre-stay emails and texts, professional confirmations, and sincere farewells. Assess grooming, language clarity, confidence, anticipatory service, adaptability, problem resolution, personalization, teamwork, attentiveness, posture, and empathy to deliver a seamless luxury guest experience.
by Solen Quimbert, from the Community
Downloads: 10+
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Template
Guest Services and Concierge Checklist
This guest services and concierge checklist helps hotel teams deliver consistent, luxury level service across calls, in person requests, room deliveries, and digital channels. It verifies prompt call answering and hold etiquette, proactive guest acknowledgment, thorough questioning to understand needs, and knowledgeable local recommendations that prioritize on property options. It covers sustainable mobility guidance, professional room delivery steps and timing, quick fulfillment of digital requests, and timely responses to pre stay emails and confirmations. Emotional service standards include grooming, clear communication, natural conversation, confident and anticipatory service, adaptability, personalized interactions, teamwork, active listening, respectful posture, and empathy in challenging moments.
by Sebastian Armentano, from the Community
Downloads: 10+
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Template
Concierge Service Quality Checklist
This hotel concierge request checklist helps evaluate guest interactions and service delivery across the concierge function. It covers phone and digital response times, proper greetings, hold etiquette, clear and calm communication, use of guest names, and personalized recommendations. It assesses cross-department coordination, knowledge of hotel offerings, and the ability to provide directions and transportation options, including green mobility. Appearance and professionalism standards are included, alongside SLAs for in-house and pre-arrival requests. Use this template to audit service quality, identify training needs, and elevate guest experience.
by Crisdean Porciani, from the Community
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Template
Leading Quality Assurance LQA Checklist
This Leading Quality Assurance LQA checklist supports hotels in evaluating end to end guest experience and property standards. It covers reservations, check in and check out, concierge and guest services, bell and porter duties, housekeeping and laundry, guest room and bathroom standards, public areas, restaurants and bars, light meals and drinks service, in room dining, fitness center and pool, spa and wellness, transport and arrivals, digital touchpoints, and guest security. Use it to benchmark service quality, identify gaps, and drive consistent luxury hospitality performance at SO Uptown Dubai or similar properties.
by Jose Gonzalez, from the Community
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LQA Audit Checklist: Guest Services and Concierge

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Guest Services and Concierge LQA Checklist

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