Lobby Standards
Menu Challenge
Uniform/groomin
SOP's
What Should I do?
100
What do you offer a guest when you are dropping the check and you know they are not staying on property?
What is parking validation and calling valet to have their car pulled up
100
When a guests ask for a double...what is the proper charge for a cocktail?
What is the total of the cocktail X 2. Ex: Dbl Macallan 25 = $152 ($76 X 2)
100
What is the length that is mandatory to tie your hair up?
Hair can not exceed longer than shoulder length.
100
What is the tipout on a Saturday afternoon after tea?
What is 3.5 to the Server Assistant & 1.5 to the bartender
100
What should I always have in my posession while working
What is creedo card, CTQ, Daily, preference pad
200
How long do you have to resolve a guest request/problem?
What is 10 minutes
200
Name the type of cheese offered at the lobby lounge
What is saint andre, sea hive, rouge affine, morbier, 5 yr gouda, farmstead blue, humbold fog, excalibur cheddar
200
What female hair accessories are not acceptable?
What is butterfly claws, bananna clips, scrunchies and bows
200
If a new table is seated in a server's station while he/she is on break what is the proper way to ring in the items ordered?
What is Ring the table under your micros card.
200
What should I offer when selling a cigar?
What is offer to cut or punch cigar and bring matches & cigar ashtray to patio.
300
What are the three steps of Service?
What is a warm and sincere greeting, use the guest name. Anticipation and fulfillment of each guest's needs. Fond Farewell, Give a warm goodbye and use the guest's name.
300
What is our beer selection?
What is Amstel light, Bud, Bud light, Blue Moon, Brooklyn Lager, Coors light, Chimay Red, Corona, Guiness, Heineken, Magic Hat, Miller Light, Mic Ultra, O'douls, Samuel Adams, Samuel Adams Noble Pilsner, Sierra Nevada, Stella, Yuengling,
300
What type of shoes is mandatory to wear during each shift?
What are non slip shoes
300
When can you add gratuity to a check?
What is a party of 6 or more eating or large parties contracted.
300
What should I do If a guest is celebrating a special event...what can you offer or do to make their night memorable?
What is order a truffle plate, dessert, or send an amenity to the room.
400
When is it appropriate to bring or offer a refill/reorder?
What is 3/4 of a glass
400
medium plus bodied, full lush black fruit, great baking spices and soft floral notes. from Mendoza, Argentina?
What is Catena Malbec
400
How many rings, bracelets, and watches are you allowed to wear?
What is ONE
400
What is the correct pour for a single mixed cocktail?
What is 1 1/4 ounce.
400
What should you do If you see that there are lights out or a furniture is broken; what is the approriate number to call?
What is extension 33 and report issues.
500
Roll play how you would greet a table
What is Flag the guest by placing beverage napkins and snack tray on the table, introduce yourself, upsell or suggest a specialty drink, offer an appetizer, and take a name or room number for service.
500
Full bodied, citrus and tropical fruit focused. Light creamy mouthful- very approachable. Napa Valley, California
What is Cakebread Chardonnay
500
What tools is necessary for each bartender or server to have each shift?
What is a wine key
500
((((((((DOUBLE JEOPARDY))))) Recite 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 ambience. The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests
500
What should you do If you see debris on the table or bar...how many minutes do you have to clear it?
What is TWO minutes!