'Get your dream job at the new https://www.waitersnetwork.com/, create your Profile, stay in the Know with our Blog and be part of the big change in the Hospitality! LQA or Leading Quality Assurance is the highest standards of F&B Service, Hotels and Restaurants have to follow! Not only in Fine Dining but every Food and Beverage Establishment member of LQA has to follow those standards! Here it is how an LQA agent assess our performance when they come for control visit: RESTAURANT - PRIMARY EMOTION Completely engaged; exceptional emotional experience Pampered, Special, Indulged 5 Positively engaged; positive emotional experience Delighted, Appreciated, Individual 4 Engaged; minimal emotional experience Respected, Understood, Content 3 Dissatisfied with emotional engagement Disinterested, Disconnected, Disappointed 2 Extremely dissatisfied with emotional experience Ignored, Stressed, Frustrated 1 6 Was the guest greeted or paid attention to within 30 seconds of entering the restaurant? 7 If the guest had to wait, did the clerk recognize this and apologize for the delay? 8th Did the receptionist place the guest at a fully set table within a minute of their arrival? 9 Did the employee offer help with sitting down, removed excess place settings and presented the menu / wine list? 10 Where the restaurant lighting was dimmed, was there an alternative light source for the menu (e.g. menu lamp)? 11 In the case of alfresco dining, was a heating offered if it was cool? 12 If a guest ate his food alone, was he / she offered a newspaper / reading material (only applies to places where people can eat all day long)? 13 Did the employee name any specialties of the day or the non-existent dishes? SERVICE: 14 Was an aperitif offered within 2 minutes of taking a seat? 15 Did the service employee propose mineral water to eat on his own initiative? 16 Has the order for food and beverages been taken up within 10 minutes of taking up space? 17 Was the service employee able to answer questions about the menu and its components? 18 Did the employee accommodate any reasonable off menu requests? 19 Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)? 20 Did the waiter automatically suggest a starter and side orders (if applicable) for each guest? 21 Were bread/rolls served if applicable to the type of cuisine? 22 Did the employee/sommelier have good product knowledge with regard to the wines/beverages and did he/she recommend a suitable wine to accompany the meal? 23 Was the correct drinks order served within 5 minutes of order? 24 Were drinks served and cleared using a tray? 25 Was the starter served within 15 minutes of order or previous course (e.g. amuse bouche), unless the employee advised of an expected delay due to preparation times? 26 Was the main course served within 20 minutes of starter/previous course (e.g. amuse bouche) being removed or within 30 minutes if no starter was ordered, unless the employee informed the agent of an expected delay? 27 Were all plated items served with as little disruption to the guest as possible? 28 Came what was ordered, and was it complete? 29 Were all appropriate condiments/sauces offered and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)? 30 Did the waiter automatically offer an additional bottle of wine/water upon completion of the first? 31 Were dishes cleared within 3 minutes of guests finishing their meal? 32 Did the waiter remove side plate, side knife, butter and cruets and then crumb down the table on completion of the main course in the case of a formal restaurant? 33 Did the waiter automatically offer desserts, either verbally or by presenting the menu? 34 Was the dessert served within 10 minutes of ordering unless the clerk informed the guest of an expected delay? 35 Did the employee offer coffee / tea on his own and asked about the special wishes of the guests? 36 Was the coffee / tea served within 5 minutes of ordering? 37 Were milk / cream and a sugar selection offered for coffee / tea? 38 Did the service employee voluntarily offer to refill coffee / tea? 39 Did the service employee offer a dessert / digestive? 40 Did an employee at the table inquire whether the service would be satisfactory? 41 Did the invoice have clear, correctly identified individual items and was it presented promptly and the payment accepted promptly?'
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