Professional Documents
Culture Documents
1 Prepared By:
Mr. Joseph Bingbong M. Gutierrez
2017- LAMS SHS
FOOD AND BEVERAGE SERVICE NCII- BULACAN
4. What is the key difference between an “a la carte” and “table d’ hote” menu?
Answers:
A la carte is the term used for a menu that has individually priced dishes.
A table d ‘hote has a set or fix price for a complete meal or several courses.
5. Give some techniques on how you can welcome guest to make them feel comfortable and safe
Answers: The following are some of the techniques that could help in welcoming guest
Know the reservations for the date to have an idea as to incoming guest and the bulk of expected guests
Try to remember the name of the guests, particularly the regular guests.
Always address guests Sir / Madam, If not by their names to show how important they are to the
establishment.
Give extra attention by asking “is there anything else you need sir?” or “how do you find your meal Madam?”
Big goodbye and thank the guests for coming.
6. What are some special needs that must be addressed when welcoming a customer?
Possible Answers:
Alternative easy access to their table because of a disability.
A high chair for infants.
Appropriate food for those with special dietary needs as indicated in the reservations book.
Privacy for romantic couples, business people.
Special tables assign for PWDs.
7. What are activities associated with presenting menus and drinks list? How do you present the menu?
Answers:
Ensure there adequate menus for everyone to read.
Distribute menu to the guests from their right hand side
Leave the wine guest of the host or place of the centre of the table.
Ask customers if they would like any starters.
Serve any complimentary starters if appropriate.
8. Explain the importance of upselling to the hotel/restaurant operation?
Possible Answers:
Upselling is very important in food service because of the following reason:
The guests may not be familiar with the food that the hotel offers.
To encourage guest to order a complete meal
For proper food and wine paring
To suggest unpopular menus
To increase sales for the day
9. When collecting food from the kitchen, what checks should food servers make?
Answer:
Checking that the right meal has been prepared and any requested preferences have been
accommodated.
2 Prepared By:
Mr. Joseph Bingbong M. Gutierrez
2017- LAMS SHS
FOOD AND BEVERAGE SERVICE NCII- BULACAN
Checking the plate to make sure there are no marks, spills or drips.
Checking the quality if the items
Checking with the chef to identify how a particular item has been cooked.
Checking if special condiments need to go with order
Checking to make sure there is uniformity between dishes
Ensuring correct temperature of the dish
10. What is the process for adjusting cutlery?
Answer:
Identify what needs to be removed from each cover
Identify what needs to be added to each other
Obtain the necessary items
Low them onto a clothed service plate
Carry the clothed plate with all the required items to the table
On arrival of the table, begin adjusting the items by starting at number 1 guest working clockwise
around the table
Always handle cutlery by the handles
11. What is the correct temperature when serving the red wine?
Answer:
Room temperature (15.5 degree to 18 degree Celsius, 60 degree to 65degreeF)
12. What is the “three minute check”?
Answer: When a meal has been served to the customer, it is important for service staff to revisit the table a few
minutes later to check that the meals are to the customer’s satisfaction.
13. What items can be replenished during the “three minute check”?
Answer:
Drinks
Extra condiments
Extra cutlery
Extra crockery
Extra glass ware
More serviettes
A scrap bowl – depending on the menu item being served
14. What are some options to result a food related customer complaint, during the three minute check?
Answer:
Replace meal quickly
Allowing them to take some items from the buffet whilst they are waiting
Providing a plate of snacks including rice, salad, bread or fries
Suggesting fast cook items to that a dish will be ready when others are also eating
3 Prepared By:
Mr. Joseph Bingbong M. Gutierrez
2017- LAMS SHS
FOOD AND BEVERAGE SERVICE NCII- BULACAN
15. What are the things to do when the guest complaint? Explain steps on how to handle guest complaints.
Answer:
Listen attentively and acknowledge the complaint
Apologize
Restate the complaint briefly back to the customer to show have listened and understood
Agree by thanking the customer for bringing the matter to your attention.
Act quickly, quietly and professionally
Follow up if complaint was addressed
16. How will you handle guests needs with restrictions on allergies?
Answer:
Inquire the specific restriction/ allergens
Suggests alternative food items
17. How will you handle a guest with signs of intoxication requesting for more bottles of hard drinks:
Answer: Suggest or offer food and beverage that could lower the blood alcohol content
E.g. hot soup, coffee carbohydrate-rich foods
18. What assistance can be provided to customers as they leave a table?
Answer:
Pull back chairs for customers
Get wheelchairs or other aids as required
Thank customer for their patronage
Arrange any take-away containers
Where permitted, place corks back in unfinished wine bottles for easier transportation for customer
Arrange toothpicks
Remind customer to collect any bags, clothes and other personal items left on table, seat of floor
Arrange balloons or gift packs or other children’s gifts
Help them with putting on coats and jackets
Remind customer to collect change, credit card or receipt
Escort the customers to the door
19. What are some examples of “end of service” assistance?
Answer:
Obtaining a taxi or other transport for guest
Retrieving items that have been placed into safe keeping
Offering umbrellas
Accompanying guests to cars
Making reservations on their behalf
Directing them to their next destination, including shops, cultural, tourism or sporting area of interest
Offering a seat, paper or complementary coffee while the weather clears
4 Prepared By:
Mr. Joseph Bingbong M. Gutierrez
2017- LAMS SHS
FOOD AND BEVERAGE SERVICE NCII- BULACAN
20. What are common methods in which customers can settle accounts?
Answer:
Paying cash
Paying via credit card trough using a manual or electronic system
Using EFTPOS facilities – “Electronic Funds Transfer at Point of Sale”
In selected situations customer may settle their accounts by
Charging to their room
Charging a house account: These are use for functions or corporate events
Presenting vouchers for nominated amounts and/ or items/ services
Paying by cheque
21. What are the different styles of banquet sset-ups?
U-shape
Theatre
Classroom
Round
Semi-circle
Hollow square
Fishbone
22. Case study. Explain what went wrong.
The guests have given their orders and the waiter has placed the orders to the kitchen. The waiter returns to the
table and informs the guests of the house specials and best seller menu items intrigued and encourage to try the
recommended food item, the guests changed their minds and cancelled their earlier order.
Answer:
The waiter performed up selling and suggestive selling but at wrong time. The waiter should have suggested
and promoted other food items in the menu during orders taking. He can also suggest additional food and
beverage items after he has served the ordered food.
5 Prepared By:
Mr. Joseph Bingbong M. Gutierrez
2017- LAMS SHS
FOOD AND BEVERAGE SERVICE NCII- BULACAN
6 Prepared By:
Mr. Joseph Bingbong M. Gutierrez
2017- LAMS SHS
FOOD AND BEVERAGE SERVICE NCII- BULACAN
“Which do you prefer, fresh fruits in season or fruit juice like mango or pineapple?”
“For your drinks, which do you prefer, coffee or hot chocolate?”
4. Offer daily specials or best sellers like soup for the day, chef’s recommendation.
“Instead of sausage, would you like to try our roasted beef? It is one of our best sellers.”
7 Prepared By:
Mr. Joseph Bingbong M. Gutierrez
2017- LAMS SHS
FOOD AND BEVERAGE SERVICE NCII- BULACAN
5. Ask if the guest requires condiments. One may suggest salt and pepper, mayonnaise, mustard or catsup.
‘
Would you like any preferences for your condiments?”
6. Ask for additional orders and confirm delivery time once the order is final. Inform the guest of when the food
would be served to their rooms.
“Do you have any additional order?”
“Your food will be available in 15 minutes. Would you want us to deliver it right away or on a specific time?”
2. Compute for the total amount of order which includes total cost of food, taxes and service charge (if any)
3. Confirm the payment method whether cash or charge. For cash payments, ask the guest if they would pay the
exact amount or if you should bring the change.
“Thank you for your order, ma’am. Is there anything else that I can help you with?”
“Thank you for calling room service. Have a nice day.”
8 Prepared By:
Mr. Joseph Bingbong M. Gutierrez
2017- LAMS SHS