Let's talk about hospitality
What does the "H" in H.E.A.R.T stand for at 40 Love?
Hospitality- creating a warm, welcoming atmosphere for all guests.
What rule states we never blame the kitchen, staffing, or other employees?
L.I.S.T.E.N guest complaint steps.
What is the first step to creating an unforgettable experience?
Greeting every guest warmly and professionally
Why must hosts always keep the service well clean?
Clutter signals disorganization and poor service to guests
Where do you add a new reservation in SevenRooms
The “Add Reservation” (book icon) button.
When greeting a guest, what two behaviors are required?
Make eye contact and smile.
How should staff speak when assisting guests?
With polite, accommodating, professional verbiage.
When guests reveal a special occasion, what should staff immediately do?
Personalize the experience and anticipate their needs.
What must be checked before each shift according to FOH expectations?
Cleanliness, stocked stations, and readiness for guests.
What should you ALWAYS do when adding a waitlist party?
Collect a phone number for SMS updates.
What phrase replaces casual greetings with?
Professional phrases like Of course, Absolutely, My pleasure, I’d be happy to, I will take care of that right away
What is one of the most important things when it comes to the hostess? why?
Timing and organization. Hostess set the tone and flow for the entire restaurant
What part of the uniform communicates confidence and professionalism?
Clean, pressed uniforms with polished shoes and neat grooming.
What is the “Daily Note” in 7 Rooms used for?
Managers write key shift information for staff across systems.
What is one thing you must not do on the phone?
Sound rushed, annoyed, or distracted.
What does anticipatory service mean?
Being proactive — solving guest needs before they ask.
Who and what do we not discuss for privacy reason?
Never discuss the presence of celebrities and never give out information about other guests' employees.
What’s the final step when interacting with any guest?
Thank them sincerely and invite them back.
What are the different positions and what are their duties?
Greeter, Board, and Seater
What is required when processing Lost & Found items?
Document the item clearly in the L&F sheet and store properly.
According to guest perception guidelines, what makes wait time feel longer for guests, even if it’s only 5–10 minutes?
Perceived wait time — if guests feel it’s long, it becomes long.
What two allergies appear most frequently throughout sauces and menu items?
Alliums (onion/garlic) and Nightshades (peppers/tomatoes).
What non-verbal cues create a positive guest experience?
Good posture, smiling, eye contact, no crossed arms, and nodding.
What is the purpose of Special Occasion Cards?
To customize and elevate the guest's celebration experience.
What does converting a “Guest” to a “Client” in 7 Rooms do?
Creates a full profile with tags, notes, and communication options.