Untitled Deck

Question 2

How quickly must a call or digital reservation be answered?

Answer 2

Within 3 rings or 10 seconds for calls, and within 3 minutes for digital messages.

Question 3

What details must be collected during a reservation?

Answer 3

Guest name, number of guests, time, and contact (room number or phone). Ask if there’s a special occasion or dietary request.

Question 4

How should the reservation be confirmed?

Answer 4

Repeat and confirm all details, then end with a warm farewell.

Question 5

What is the maximum time to greet and seat a guest at breakfast?

Answer 5

Within 1 minute after arrival. If fully booked, inform the guest of the wait time and ensure it is accurate.

Question 6

What should you do if the guest must wait?

Answer 6

Acknowledge the wait, apologize sincerely, and offer a clear time estimate.

Question 7

When should the menu be presented after seating?

Answer 7

Within 5 minutes.

Question 8

When should coffee/tea and juice be offered after seating?

Answer 8

Within 1 minute of the guest being seated (if not self-served at the buffet).

Question 9

How quickly must the drinks be served after ordering?

Answer 9

Within 5 minutes (or 8 minutes for freshly pressed juice).

Question 10

What must be asked regarding hot drinks?

Answer 10

Always ask for the guest’s specific preference: English Breakfast, Americano, Espresso, etc.

Question 11

When should an aperitif be offered after seating?

Answer 11

Within 1 minute of being seated.

Question 12

What is the beverage service time standard?

Answer 12

5 minutes for standard drinks, 8 minutes for cocktails unless otherwise advised.

Question 13

How should beverages be served?

Answer 13

On a tray, poured in front of the guest (especially bottles/cans), and with correct garnish and temperature.

Question 14

A guest orders wine by the glass. How should you present it to meet luxury standards?

Answer 14

Present the bottle at the table, pour a small tasting into a clean glass, await approval, and then serve. Even by the glass, this ritual of presentation is part of the LQA criteria unless using Enomatic systems.

Question 15

What should be offered with breakfast beverages?

Answer 15

Milk/cream and a full sugar selection (white, brown, sweetener), unless it’s green/herbal tea.

Question 16

How should dietary needs be handled?

Answer 16

Once mentioned, they should be remembered and automatically respected throughout the stay.

Question 17

How long should a cold and a hot breakfast take to arrive?

Answer 17

Cold: max 7 minutes; Hot: max 10 minutes, unless guest is informed of delays.

Question 18

When must the plates be cleared?

Answer 18

Within 5 minutes after all guests are finished or promptly during the meal when appropriate.

Question 19

What’s the standard time to take a food order after menu delivery?

Answer 19

Within 10 minutes of presenting the menu.

Question 20

What knowledge is expected when guests ask about the menu?

Answer 20

You must be able to explain ingredients, allergens, preparation styles, and make confident suggestions.

Question 21

How are special dietary requests handled?

Answer 21

Once informed, these must be remembered and factored into all recommendations.

Question 22

What’s the serving time for starters and mains?

Answer 22

• Starters: within 15 minutes
• Mains: within 20 minutes after clearing the starter, or 30 minutes if no starter

Question 23

What about desserts and coffee?

Answer 23

• Desserts: served within 10 minutes
• Coffee/tea: within 5 minutes, with milk/cream, sugar, and small pastry/petit four

Question 24

If a starter was delayed due to kitchen timing, what must be communicated, and when, to avoid an LQA deduction?

Answer 24

Within the first 8–10 minutes, explain the reason for the delay proactively, offer a small gesture if appropriate (e.g., amuse-bouche), and ensure the guest feels informed—not forgotten.

Question 25

A table of four finishes dessert at different times. What’s the correct approach to clearing the plates?

Answer 25

Wait until all guests have finished, then clear within 5 minutes discreetly, or during if requested. Avoid breaking the moment—pace your service with respect for the guest's rhythm.

Question 26

How should staff use the guest’s name?

Answer 26

Naturally and discreetly, without overuse.

Question 27

What body language should staff show, even when not directly serving?

Answer 27

Attentiveness, respect, and readiness to assist.

Question 28

What defines exceptional emotional engagement?

Answer 28

Making the guest feel pampered, special, and indulged—emotionally as well as functionally.

Question 29

What behaviors reflect emotional engagement?

Answer 29

Friendly, attentive, relaxed interaction. Show confidence, anticipate needs, and offer solutions.

Question 30

What defines excellent teamwork?

Answer 30

Seamless collaboration, ensuring the guest feels the service is smooth, not repetitive or chaotic.

Question 31

A returning guest who dined yesterday gluten-free now asks for the sommelier’s pairing. How do you handle the wine suggestion and dietary continuity?

Answer 31

Recall the previous restriction and ensure the suggested wine (and any accompanying bites) are gluten-free or clearly communicate if not. This demonstrates anticipation, attentiveness, and continuity of care, all of which elevate emotional engagement.

Question 32

A solo guest dining for the third evening hasn’t once been asked for feedback. What should be done proactively tonight, and how?

Answer 32

The team should gently initiate conversation, perhaps through the maître d’ or their regular waiter, asking, 'Have your evenings been enjoyable so far?' and subtly personalize the experience, e.g. recalling their wine choice or preferred table.

Question 33

A guest seems distracted during order taking, barely making eye contact. What is the appropriate communication tone and technique?

Answer 33

Use a calm, clear, unobtrusive tone, maintain neutral body language, and reduce verbal pressure. Mirror their pace. Later, discreetly check in—'Is there anything I can do to make your evening more comfortable?' showing empathy without intrusion.

Question 34

During a busy service, you overhear a colleague struggling with an allergy question. What should you do—and what’s the LQA-compliant behavior?

Answer 34

Step in only if necessary, offering help in a seamless, respectful way, e.g., 'I can take this over if you like—I’ll just clarify with the kitchen.' LQA looks for smooth teamwork and guest-facing confidence, not internal confusion.

Question 35

Can you recall a guest by name and preference from this week? How did you use that knowledge to personalize their experience?

Answer 35

Encourage team members to recall specific examples like a repeat breakfast order, wine preference, or seating choice. Look for signs of memory-based personalization, and how it was naturally integrated into the guest experience.

Question 36

Describe a moment this week where you showed anticipatory service. How could you elevate that moment further next time?

Answer 36

[Open answer – team member reflects on real case. Encourage answers like pre-setting a guest’s favorite seat, offering a preferred drink without asking, etc.]

Question 37

Think of a moment when you used a guest’s body language to adjust your service approach. What did you notice, and how did you respond?

Answer 37

[Look for signs of observational skill: noticing crossed arms, fidgeting, hesitation, or open posture—and adapting accordingly. Effective answers describe tone adjustment, pacing, or non-verbal cues used to create comfort.]

Question 38

Was there a moment this week where you realized your energy was low—but chose to lift it for a guest? What was the result?

Answer 38

[Ideal responses show self-awareness and professional control. Staff should describe how they shifted their presence—perhaps smiling more, increasing engagement—and reflect on how the guest responded positively.]

Question 39

Describe a time when your emotional tone influenced the mood at a table—for better or worse. What did you learn?

Answer 39

[This invites honest reflection. Strong answers identify the tone used, its impact on guest behavior (e.g., creating ease or confusion), and what could be improved—highlighting emotional intelligence and growth mindset.]

Question 40

When did you anticipate a guest’s need before it was spoken? What cues helped you, and how can you apply that again?

Answer 40

[Answers should include visual/behavioral cues (glancing at staff, looking at empty glass, shifting position), and the action taken (offering refill, adjusting chair). Look for repeated learnings to reinforce service intuition.]

Question 41

Was there a missed opportunity where a guest hinted at something—maybe in body language or tone—and we didn’t follow up? What would you do differently next time?

Answer 41

[Coaching point: it's okay to admit a missed moment. Effective responses show humility and a plan for more attentive listening or communication next time (e.g., double-checking clarity, reading between the lines).]

Question 42

Share a moment when your teamwork helped another staff member recover or shine in front of the guest. How was that handled?

Answer 42

[Answers should focus on team fluidity—jumping in to help discreetly, finishing a service step, or offering backup. Highlight actions that were subtle, guest-oriented, and collaborative.]

Question 43

Was there a service flow today that felt disjointed? What small adjustment in handover or timing would have made it seamless?

Answer 43

[Encourage specifics—e.g., better coordination during plate clear, drink refill timing, or communication between bar/kitchen and floor. The goal is to increase service harmony and reduce duplication or delay.]

Question 44

Think of a time this week when something went wrong. How did you turn the situation around and restore guest satisfaction?

Answer 44

[Structure the answer: (1) What happened? (2) How did you acknowledge it? (3) What emotional and practical solutions did you offer? Strong answers include empathy, timing, and a sense of ownership.]

Question 45

If a guest had one moment of doubt during service, what gesture would you add to win them back emotionally, not just practically?

Answer 45

[Staff should think beyond compensation—examples: thoughtful follow-up, personalized farewell, or involving a manager with grace. Emphasis is on emotional restoration, not transactional fixes.]

Question 46

What guest interaction made you feel most proud this week—and why?

Answer 46

[Encourage them to reflect on why it felt successful—was it confidence, product knowledge, emotional intelligence, or teamwork? Reinforce that pride in service is a driver of consistency.]

Question 47

Where do you feel you can grow more—speed, product knowledge, empathy, or emotional presence?

Answer 47

[Coach for honesty and specificity. If a team member says ‘speed,’ ask ‘when did it affect a guest experience?’ If ‘empathy,’ ask ‘how could you have connected more?’]