Restaurant
Condiments can be served in…
Either decanted into dishes or in miniature format
At the end of every interaction, the employee should…
Offer a sincere farewell and show appreciation
Please state an item that could be used for Upselling:
What is:
- Starter or side dishes
- Beverages
- Dessert.
The Ritz-Carlton Motto is?
What is: “We are Ladies and Gentlemen serving Ladies and Gentlemen.”
State the service value dealing with "empowerment to create"
What is Service Value 3: I am empowered to create unique, memorable, and personal experiences for our guests.
On completion of the meal, what could be offered?
A choice of coffee
A post meal drink
A glass of dessert wine
What is:
• Clean and in good condition
• Bud vase/arrangement is neat, fresh and presentable (optional)
• Flatware - free of tarnish/wear
• Linens neat
• Napkins - pressed all-cotton or linen
• Vacated tables are promptly cleared
What is the delivery time for food orders?
What is:
Continental breakfast/coffee - within 15 minutes.
• All other orders - within 25 minutes.
• Quoted Accurately; within 5 minutes of actual delivery time.
What are the Three Steps of Service?
What is:
A warm and sincere greeting. Use the guest’s name.
Anticipation and fulfillment of each guest’s needs.
Fond farewell. Give a warm good-bye and use the guest’s name.
State the Service Value dealing with "planning of the work."
What is Service Value 9: I am involved in the planning of the work that affects me
A cold breakfast should be served within_____, and a hot breakfast should be served within______ of the ordered time. The total maximum time is 30______ unless the guest lingers over the course.
What is:
- 7 minutes
- 10 minutes
- 30 minutes
Server/Bartender confirms satisfaction of drink and offers a refill within____ minute of the glass 2/3 empty
What is:
1 minute
Please state 3 in-room dining table setting standards
What is:
- Condiments served in appropriate containers
- Napkins, pressed all-cotton or linen
- Salt and pepper shakers are present.
What is the three componets of The 6th Diamond
What is:
Mystique
Emotional Engagement
Functional
State the service value dealing with lateral service
What is Service Value 7: I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met
Coffee/tea should be served within________ of order time. For Special requests or freshly blended drinks within_______ of ordered time
What is:
- 5 minutes
- 8 minutes
How many savory snacks need to be offered for drink service?
What is:
- 2 snacks
Please state 3 Telephone Etiquette standards
What is:
- Answer the call within 3 rings.
- Warm greeting provided, using the guest name.
- No background Sounds
What is the Credo?
What is:
The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission.
We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambiance.
The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.
Please state the service value dealing with community footprints
What is Service Value 4: I understand my role in achieving the Key Success Factors, Embracing Community Footprints, and creating The Ritz-Carlton Mystique
The Guest Should be greeted and seated within______. If no seats are available, the guest should be politely informed about_______. The guest should be______, while waiting for a table.
What is:
- One Minute of arrival
- The Wait Time
- Offered a Refreshment
When interacting with the guest the employee should be… (Three Traits)
Friendly, natural and interested
How many healthy fresh juices must be on the menu and how many healthy food options should be on the menu?
What is:
- 2 Fresh Juices
- 5 healthy food options
Please State the Employee Promise:
At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests.
By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company.
The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.
Please state the service value, dealing with privacy and security.
What is Service Value 11: I protect the privacy and security of our guests, my fellow employees and the company’s confidential information and assets.