Blog

LQA Standards- Leading Quality Assurance!

tiêu chuẩn lqa

Dear waiters and waitresses,

as we are determined to give you all the tools and knowledge to be successful in the Food and Beverage Industry, we have arrived at the final point: The Leading Quality Assurance or LQA Standards!

This is the ultimate sequence of service in the F&B Industry implemented by the most luxurious hotels in the world (LQA Hotels). The steps of service in fine dining restaurants are taken from the LQA Standard. Now we will give you a quick LQA service training.

Sign up for The Free Online Waiter Training Course at The Waiter’s Academy!

Create your profile at Waiters Network and let the top hotels and restaurants offer you a job there!

Be aware that here the examiners will not only assess your knowledge, technique, and speed! They will observe as well your emotional involvement with the guests!

When an LQA agent comes for secrete inspection at your restaurant, he/she has to fill a form with 70 questions divided into five fields as follow:

-Welcoming and sitting the guest

-Service

-Wine and beverage service

-The employee

-Menu and food

Every question has to be answered based on this scale:

RESTAURANT – PRIMARY EMOTION by LQA Standards

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

We all search for those glamorous jobs that bring us money, authority and satisfaction!

This is what it takes to work those jobs! If you want to work in the best fine dining restaurants around the world you have to be able to follow the fine dining service sequence and that means, to have full knowledge of the LQA Standard.

I will leave it to you to decide for yourself if you have reached that level or you still need more knowledge and experience.

I will be glad to hear your thoughts and discuss every doubt or question you have about this post!

Good reading,

The Waiter’s Academy.

https://amzn.to/3Fa4PPX

WELCOMING AND SITTING THE GUEST by LQA Standards

1

Was the telephone answered within 3 rings or 10 seconds with an appropriate

greeting?

2

Did the employee obtain the guest’s name and use the caller’s name at least once during the conversation?

3

Did the employee obtain the number of people dining, the dining time and the

telephone/room number?

4

Did the employee repeat and confirm the individual details?

5

Did the employee thank the guest at the end of the conversation?

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 pashmina scarf/blanket / direct 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 (if available) (e.g. soup, fish etc.) or the non-existent dishes?

Restaurant Service Sequence by LQA Standard

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 the 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 the order?

24 Were drinks served and cleared using a tray?

25

Was the starter served within 15 minutes of the order or previous course, unless the employee advised of a 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?

More Service by LQA

27 Did the waiters serve all plated items with as little disruption to the guest as possible?

28 Did the waiter serve exactly what was ordered, and was it complete?

29 Were all appropriate condiments/sauces offered?

30

Did the waiter automatically offer an additional bottle of wine/water upon completion

of the first?

31 Did the waiter clear the dishes within 3 minutes of guests finishing their meal?

32 Did the waiter remove the side plates, the side knives, butter and cruets including to crumb down the table on completion of the main course in the case of a formal restaurant?

            33

            Did the waiter automatically offer desserts including verbally or by presenting the menu?

            34

Was the dessert served within 10 minutes of ordering, except in the case the waiter 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 (white, brown sugar and sweetener) offered for coffee/tea?

38

Did the service employee voluntarily offer to refill coffee/tea?

39

Did the service employee offer a dessert/digestif?

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?

WINE / BEVERAGE SERVICE by LQA Standards

42

Did the service employee present the wine to the guest and open the bottle at the table?

43

Did the service employee pour in a small amount of wine, let the host taste it and pour in the right amount if you liked it?

44

Did the waiter serve the red wine chilled at room / correct temperature and white / rosé wine?

45

Did the service employee refill wine as requested?

46

In the case of canned, bottled or long drinks: did the waiter pour the drink in front of the guest?

47

Did the employee offer another drink within two minutes as soon as the first drink was emptied?

THE EMPLOYEES STANDARDS by LQA

48

Did the employees have a well-groomed appearance? Were their uniforms/suits clean and suitable in size? Did the waiters wear name tags?

49 Was the employee’s speech clear, jargon/slang free and use of English adequate to be

fully understood?

50

Did the employees engage in a well-paced, natural (non-scripted), friendly and interested manner?

51 Did the employee use the guest’s name naturally and discreetly without overusing it?

52 Did the employee display a high level of confidence in the process of carrying out his/her duties?

53

Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest’s

needs?

54

Did an employee personalize the interaction in any way and engage the guest as an

individual?

55 Did employees collaborate seamlessly to ensure service was organized and professional

without being intrusive or repetitive?

56

Did the employee actively listen, keep eye-contact and give the guest their undivided

attention?

57 Did employees maintain alert postures and respect the guest’s presence?

58

Where applicable, did the employee display self-control and empathy in challenging

interactions and offer a suitable alternative/resolution?

59

Did the employee offer a sincere farewell at the end of the conversation and show

appreciation?

MENU AND FOOD by LQA Standards

60 Was the menu clean, in good repair, grammatically correct and easy to read?

61 Have alternative menu options (such as vegetarian, gluten or lactose-free, etc) been

presented orally or clearly indicated on the menu?

62

Was the food presented in an appealing manner and did it directly resemble its

description from the menu?

63 Was the food fresh and of good flavor?

64 Was the food cooked as requested and served at the correct temperature?

65 Were portions of acceptable/generous size?

66

Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?

67

Were all tables in the restaurant consistently laid up as well as promptly cleared as soon as the guests departed (i.e. within 10 minutes)?

68

Were the tablecloth/placemat/napkin clean, pressed and free of any stains/tears (paper not

acceptable)?

69

Were the correct cutlery, crockery and glassware provided and were they clean and in

good repair?

70 Was the butter fresh and well presented (i.e. no blister packs, excluding premium wrapped butters)?

The Leading Quality Assurance Hotels are the ultimate goal for the waiter/ waitress. No matter where did you start your career you can learn the sequence of service, improve your skills, gain some experience, and grow in the industry until you reach this goal!

Best of luck and a lot of success,

Ned

Comments

  • Dimas aditya adiputra
    February 13, 2020

    I am a new waiter in hospitality industry and i am eager to know how to be a success hotelier especially in f&b department, how to make an engagement with a guest, how to be an expert explainning the menu, and many other i would like to know, thanks mr. Ned. My regards

    • Ned
      Ned
      March 3, 2020

      Great Dimas! I like people who want to learn and get ahead in life! You can learn everything right here on the waiter course and from the blog post!
      Ask questions on the WhatsApp group or me directly! Best of luck!

  • Zubair Hussain
    February 13, 2020

    From Pakistan

  • […] what is the next step of your service procedure and can you perform it with confidence? This is why LQA Standards and The Steps of Service are so […]

  • Adedokun Samuel tunde
    March 26, 2020

    I have been on the waiters academy group chat for a long time …it has been tremendously helpful ..but still we need help on getting better opportunities outside the country we found our self …I hope this will help us please we call on employers and noble establishment to help lots of us reach our dream jobs and destinations ..

    • Ned
      Ned
      April 4, 2020

      I am working on it Adedokun! The new project “WaitersNetwork.com” will give an opportunity for everyone to apply for a job abroad and for every company, no matter where in the world they are to offer a job to the best candidates! May 1st we should launch the new platform! Be ready!

  • […] I see that a lot of people are searching for this topic using terms as F&B service training, Steps of service fine dining, or Steps of Service Waiter. Any way you call it those are the steps of Food Service in fine dining that you have to follow to ensure a great experience for your guests! To learn more check the LQA standards post. […]

  • lqa hotel
    March 1, 2021

    […] 5. LQA Standards – Leading Quality Assurance – The Waiter's … […]

  • lqa audit
    March 1, 2021

    […] 7. LQA Standards – Leading Quality Assurance – The Waiter's … […]

  • lqa
    March 1, 2021

    […] 9. LQA Standards – Leading Quality Assurance – The Waiter's … […]

  • lqa standards
    March 1, 2021

    […] 3. LQA Standards – Leading Quality Assurance – The Waiter's … […]

  • jacob machibya
    September 5, 2021

    l don’t understand why you say coffee/tea are served 5 minute and you say the sometime that coffee/tea/juice are served within 3 minute

    • Ned
      Ned
      September 8, 2021

      It’s 5 min. If I have said somewhere 3 it is a mistake

  • […] 3. LQA Standards – Leading Quality Assurance – The Waiter’s … […]

  • […] 5. LQA Standards – Leading Quality Assurance – The Waiter’s … […]

  • […] 7. LQA Standards – Leading Quality Assurance – The Waiter’s … […]

  • Lqa Login - LoginCrunch
    October 12, 2021

    […] 9. LQA Standards – Leading Quality Assurance – The Waiter’s … […]

Leave a Reply

Your email address will not be published. Required fields are marked *