Listen to the Customer’s Complaint 1.1 Obtain the entire story or issue of concern from the guests without interruption 1.2 Note the details of the guest complain or concern 1.3 Give full attention to the complaining guest 1.4 Paraphrase guest complain to determine if the concern is correctly understood
Take Food and Beverage Orders 3.1 Present menu to customers, take orders completely, and take note of the special requests 3.2 Repeat back orders to the guests to confirm items 3.3 Provide and adjust tableware and cutlery appropriate for the menu choices in accordance with established procedures
Liaise between kitchen and dining areas 4.1 Place and send orders to the kitchen promptly 4.2 Check quality of food in accordance with established standard 4.3 Check tableware for chips, marks, cleanliness, spills, and drips 4.4 Carry out plates and/or trays safely 4.5 Advise promptly colleagues regarding readiness of items for service 4.6 Relay information about special requests, dietary or cultural requirements accurately to kitchen where appropriate 4.7 Observe work technology according to establishment standard policy and procedure
Undertake Suggestive Selling 2.1 Provide information with clear explanations and descriptions about the food items 2.2 Offer items on specials or promos to assist guests with food and beverage selections 2.3 Suggest name of specific menu items to guests to help them make the choice and know what they want 2.4 Recommend standard food and beverage pairings 2.5 Provide several choices or options to guest 2.6 Use descriptive words while explaining the dishes to make it more tempting and appetizing 2.7 Carry out suggestive selling discreetly so as not to be too pushy or too aggressive
Present and Serve Food and Beverage Orders to Guests 3.1 Verify the guest’s name on the bill before announcing the staff’s presence outside the door 3.2 Greet guests politely 3.3 Ask the guest where they want to place the tray or trolley 3.4 Deliver food orders on desired time of the guest
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Q 1/14
Score 0
In serving the pre-meal drink, in which position does the waiter should stand?
45
right side of the guest
at the front of the guest
left side of the guest
at the back of the guest
Q 2/14
Score 0
In presenting the restaurant (main/food) menu, in which position the waiter should stand?
45
left side of the guest
right side of the guest
at the back of the guest
at the front of the guest
14 questions
Q.
In serving the pre-meal drink, in which position does the waiter should stand?
1
45 sec
TLE_HEFBS9- 12GC-IVe-f6
Q.
In presenting the restaurant (main/food) menu, in which position the waiter should stand?
2
45 sec
TLE_HEFBS9- 12GC-IVe-f6
Q.
In taking the food orders, in which position does the waiter should stand?
3
45 sec
TLE_HEFBS9- 12GC-IVe-f6
Q.
Which of the following is CORRECT sequence taking food orders?
4
45 sec
TLE_HEFBS9- 12GO-IIe-f-3
Q.
Which of the following are the waiter right things to prepare before taking orders?
5
45 sec
TLE_HEFBS9- 12GO-IIe-f-3
Q.
Which tray is appropriate in serving beverages order?
6
45 sec
TLE_HEFBS9- 12GO-IIe-f-3
Q.
Which of the Food Service needs of the presence of chef de rang and comis de rang?
7
45 sec
TLE_HEFBS9- 12GO-IIg-h-4
Q.
What is Chef de rang?
8
45 sec
TLE_HEFBS9- 12GO-IIg-h-4
Q.
Why is upselling important?
9
45 sec
TLE_HEFBS9- 12PP-IIIb-2
Q.
In order to upsell, one must have
10
45 sec
TLE_HEFBS9- 12PP-IIIb-2
Q.
The best way to deal with a customer who complains about poor service is to:
