Oral Questioning FBS

FOOD AND BEVERAGE SERVICES NC II
ORAL QUESTIONING
1. WHAT IS MISE-EN-PLACE?
 Mise-en-place is a French term which means “everything in place”, it is the advance

preparation of all the necessary things BEFORE OPERATION.
2. WHAT IS WAITER’S FRIEND?
 It is a cork screw.
3. WHAT ARE THE COMMON ELECTRICAL APPLIANCES FOUND IN THE WAITER’S STATION?
 Plate warmer, water dispenser, coffee pot, tea pot and etc.
4. GIVE SOME TECHNIQUES ON HOW YOU CAN WELCOME GUESTS TO MAKE THEM FEEL
COMFORTABLE AND SAFE?
 Eye to eye contact, smile, greet the guest and assist the guest going to the table.
5. HOW MANY WINE LISTS DO YOU NEED TO PRESENT FOR A TABLE OF FOUR (4) GUESTS WITH A
HOST?
 2 wine list
6. EXPLAIN THE IMPORTANCE OF UPSELLING TO THE HOTEL/RESTAURANT OPERATION?
 Upselling is important to the hotel and restaurant because it is where we can offer the best
& new product offered in the restaurant by using some descriptive words so that the guest
will encourage to order the products offered. Most importantly, to GAIN PROFIT.
7. WHAT ARE THE DIFFERENT SERVICE STYLES?
 American service, Russian service, French Service, Buffet Service
8. ENUMERATE THE STEPS OF THE SEQUENCE OF TABLE SERVICE?
 Welcome and greet guest

 Seat the guest
 Take Food and beverage orders
 Serve Food and beverage orders
 Billing the guest
 Bidding goodbye
 Clearing table
9. WHAT WILL YOU DO WHEN THE RECEPTIONIST SEATED THE GUESTS AT THE TABLE WHICH IS
NOT CLEARED YET?
 Approach the guest nicely and let the guest transfer in to the other table and if there is no
table vacancy, DO CHANGING OF LINEN according to the standard.
10. WHAT IS THE CORRECT TEMPERATURE WHEN SERVING WINE?
 If it is Red wine it should be in the room temperature or 62-68 degrees while if it is white
wine it should be in the chilled/cold temperature or 49-55 degrees.
11. GIVE COMMON INCIDENTS THAT MAY OCCUR IN THE RESTAURANT?
 The waiter accidentally drops the glasses or others.

 Wrong serving of food.
 The food has an insect, hair strand and etc.
 The guest accidentally slides in the slippery floor.
12. WHAT IS THE FIRST THING TO DO WHEN INCIDENT OCCURS?
 Apologized immediately and take actions.
13. WHAT ARE THE COMMON REASONS FOR GUEST TO RETURN FOOD?
 Wrong serving of order, food has insects, hair strand, food is not in good quality.
14. WHAT ARE THE THINGS TO DO WHEN GUEST COMPLAINTS?
 Follow the formula HEART stands for

H- ear
E- mphatize
A- pologize
R-espond
T-ake Actions
15. HOW WILL YOU HANDLE GUESTS NEEDS WITH RESTRICTIONS ON ALLERGIES?
 First ask the guest if they have possible food allergens and offer another option which can’t
harm the guest.
16. HOW WILL YOU HANDLE A GUEST WITH SIGNS OF INTOXICATION REQUESTING FOR MORE
BOTTLES OF HARD DRINKS.
 Instead of offering hard drinks, I will offer a mocktail or the non-alcoholic drinks but if the
guest insisted and if he’s going to make a fight, I will call the supervisor, manager or on
guard duty.
17..WHAT DO YOU MEAN BY “3 MINUTE CHECK”?
 3 minute check is to measure the guest satisfaction by asking how was the food? How was
the ambiance? How was the service? & etc.
18. CASE STUDY: EXPLAIN WHAT WENT WRONG.
After the guest have given their orders and the waiter left the table, the waiter returns back to the
table and do the up selling by recommending some menu items. During such time, the guests
changed their minds and cancelled the previous ordered menu items; instead they ordered just the
recommend item. What was wrong?
ROOM SERVICE
19. WHAT ARE THE RELEVANT INFORMATION’S TO CHECK TO AVOID MISTAKES?
 Name of the guest, room number, food and beverage orders, time of delivery
20. WHAT IS DOORKNOB MENU?
 Doorknob menu is a list of menu items hang at the doorknob of the guest. Doorknob menu
is hang by the housekeeping room attendant. The guest can order through telephone call to
the room service attendant.
21. WHAT ARE THE STANDARD AMENITIES SET IN THE TRAY/TROLLEY DURING BREAKFAST?
 Dinner plate, dinner for, dinner knife, bread plate and butter spreader, water goblet, cup
and saucer, sugar and cream container, coffee pot, water pitcher.
22. WHAT WILL YOU DO UPON REACHING THE GUEST ROOM?
 Knock three times and call out room service, when the guest open the door, smile and greet
the guest and ask a permission to come in.
23. WHAT WILL YOU DO AFTER PLACING THE TRAY/TROLLEY INSIDE THE ROOM?
 Do personalize service like asking “Would you like me to open the curtain to brighten up
your room maam?” and afer that present the bill.

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FOOD AND BEVERAGE SERVICES NC II

 Mise-en-place is a French term which means “everything in place”, it is the advance

2. WHAT IS WAITER’S FRIEND?

6. EXPLAIN THE IMPORTANCE OF UPSELLING TO THE HOTEL/RESTAURANT OPERATION?

7. WHAT ARE THE DIFFERENT SERVICE STYLES?

 American service, Russian service, French Service, Buffet Service

8. ENUMERATE THE STEPS OF THE SEQUENCE OF TABLE SERVICE?

 Welcome and greet guest

10. WHAT IS THE CORRECT TEMPERATURE WHEN SERVING WINE?

11. GIVE COMMON INCIDENTS THAT MAY OCCUR IN THE RESTAURANT?

 The waiter accidentally drops the glasses or others.

12. WHAT IS THE FIRST THING TO DO WHEN INCIDENT OCCURS?

 Apologized immediately and take actions.

14. WHAT ARE THE THINGS TO DO WHEN GUEST COMPLAINTS?

 Follow the formula HEART stands for

18. CASE STUDY: EXPLAIN WHAT WENT WRONG.

19. WHAT ARE THE RELEVANT INFORMATION’S TO CHECK TO AVOID MISTAKES?

20. WHAT IS DOORKNOB MENU?

22. WHAT WILL YOU DO UPON REACHING THE GUEST ROOM?

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