Questions and Answers

 1. What must you do to engage a guest as an individual?

o A. Smile, maintain eye contact, use the guests name, know his or her personal preferences and
deliver them
o B. Use the guest name
o C. Sincere smile, demonstrate concern for your guests well being by saying they look tired, sick
or sad and using the guest name

 2. What should you offer to do in the room when delivering a breakfast order?
o A. Greet the guest warmly and explain the outside temperature
o B. Be as quiet as possible as the guest[s] has just woken up
o C. Offer to open the curtains

 3. True or false, LQA standards evaluate if food is presented in an appealing manner?

o A. True
o B. False

 4. LQA standards does not evaluate that food is served at the correct temperature; true or
false?
o A. True
o B. False

 5. What must you check the table cloth and napkins for whilst setting up a room service
trolley?
o A. Table cloths and napkins are clean, pressed, free of stains and tears
o B. Table cloths and napkins are clean
o C. Table cloth and napkins smell fresh

 6. According to LQA standards all food must be free of plastic, paper or foil wrapping - true
or false?
o A. True
o B. False

 7. What does LQA mean when it refers to a FULL SELECTION of sugars offered with
coffee or tea?
o A. Sugar and sweetner
o B. White sugar, brown sugar and sweetner
o C. Crystal and sweetner
 8. What is the minimum number of jams, honey or preserves that need to be available for
room service breakfast?
o A. 2 types
o B. 3 types
o C. 4 types

 9. How often should you use the guest's name in any interaction?
o A. As often as is natural and appropriate to the conversation
o B. At least 3 times
o C. At the end of every sentence
o D. You should call the guest Sir or Madam and not use their name

 10. LQA standards state that your speech is clear, well paced, jargon/slang free and use of
English is adequate to be fully understood.
o A. True
o B. False

 11. Kempinski standards require that all drinks are covered with stancaps and all plated hot
food covered with clean cloches, unless delivered in a hot box. True or False
o A. True
o B. False

 12. LQA suggests that you should be able to meet reasonable requests for dishes/drinks
that are not on the menu,. True or False
o A. True
o B. False

 13. If tray or trolley removal was requested within how many minutes should it be
collected?
o A. 20 minutes
o B. 10 minutes
o C. 15 minutes
o D. 5 minutes

 14. You need to display a high level of of confidence and knowledge when carrying out
your duties. True or False
o A. True
o B. False
  15. Serving a complimentary home made cookie with hot beverages is not required for
Room Service breakfast. True or False
o A. True
o B. False

 16. When presenting the bill to the guest you should ensure that it is:
o A. Clean and in a bill folder
o B. In a bill folder with a hotel pen
o C. Clearly itemized, correct with the order, placed in a bill folder with a hotel pen
o D. Placed on a tray and presented to the guest to sign

 17. What do you need to do when leaving the guest room?

o A. Close the door quietly.
o B. Remind the guest about calling for trolley removal.
o C. Wish the guest 'bon appétit', say goodbye sincerely and close the door quietly.
o D. Just say goodbye to the guest.

 18. When talking on the telephone it is important that there is no background noise to
distract you.
o A. True
o B. False

Part 2

Questions and Answers

 1. Within how many rings must you answer the phone? 3 ring

 2. What should you say were you unable to pick the phone within 3 rings?
o A. Use the standard greeting and extend an apology
o B. Use the standard greeting and explain the delay
o C. Use the standard greeting and thank the caller for waiting

 3. According to LQA standards, what is the maximum length of time (in seconds) you can
place a caller on hold?

30 sec.

 4. According to LQA standards, what F&B knowledge does an Order Taker in room service
need to have?
o A. Cooking methods, preparation time and average check
o B. Menu Knowledge - ingredients, cooking methods, accompaniments, preparation time etc
o C. Nutritional Value, cooking methods and preperation time
 5. Whilst on the phone LQA requires you to take the complete food order, what information
must be included to ensure food order is complete?
o A. Accompaniments and preferred delivery time
o B. Cooking instructions, allergies and preferences
o C. Cooking instructions and accompaniments

 6. In room service, what must you offer if the guest orders a hot or cold dessert?
o A. Offer coffee/tea with desert
o B. Offer to serve the desert after main course is finished
o C. Offer to place cold dessert in the in-room fridge and hot dessert in the hot box

 7. Whilst taking an order on the phone, what do you do once order is completed to ensure
you got the order correctly?
o A. Repeat the order back to caller
o B. Ask the caller to repeat the order
o C. Note it down immediately after the caller drops the phone

 8. Whilst taking order on phone, how do you manage guest expectation with regards to
service speed?
o A. Advise the time it takes to transport order from the wing to the room
o B. Advise delivery time
o C. Advise the food preparation time

 9. Whilst taking a room service order what 5 items should you suggest along with the main
course order?
o A. Starters
o B. Side Orders or accompaniments
o C. Dessert
o D. Coffee/tea
o E. Drinks
o F. Bread
o G. Condiments/salt/pepper/ketchup
o H. Soups

 10. What is the standard delivery time for a breakfast door knob order?
o A. Within 5 minutes of requested time
o B. Within 10 minutes of requested time
o C. Within 15 minutes of requested time
 11. What is the standard delivery time (in minutes) for telephoned room service orders for
breakfast, lunch or dinner?
30 min

 12. Whilst entering a guest room during room service delivery how many seconds must you
wait after ringing the doorbell?
o A. 5 seconds and wait, then ring again and wait a further 5 secs before entering the room
o B. 10 seconds and wait, then ring again and wait a further 10 secs before entering the room
o C. 10 seconds and then enter the room
o D. 20 seconds and then enter the room

 13. What do you do if there is a newspaper at the door whilst delivering a room service
order?
o A. Nothing
o B. Bring the newspaper in with the room service trolley
o C. Ask the guest if he/she would like you to bring the newspaper in

 14. Who decides where you place the room service trolley in the guest room?
o A. The guest - you ask him/her
o B. The employee - each room type has an area designated/recommended to set up the trolley
o C. It does not matter

 15. What do you do once you have positioned the room service trolley according to the
guest's preference?
o A. Open and secure the trolley, set up the table and position the chair
o B. Open and secure the trolley, get the guest to sign the bill and leave the room
o C. Open and secure the trolley then advise guest what he/she needs to do to get it cleared,
leave the room

 16. It is a Kempinski standard to ask the guest's permission before removing cloches from
the plate once the table is set up.
o A. True
o B. False

 17. What must you do when serving beverages in room service?

o A. Offer to pour the beverage
o B. Open the beverage and place where guest can reach
o C. Nothing

 18. What do you do if serving condiments with a meal?

o A. Place them where the guest can reach
 o B. Explain the condiments to the guest
o C. Nothing

 19. During room service delivery what procedure should you explain to the guest before
leaving the room?
o A. Room service tray/trolley collection procedure
o B. Billing procedures
o C. How to contact you