Question and answer for demonstration/observation with oral questioning

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PROVIDE FOOD AND BEVERAGE TO THE GUEST
1. Checking reservations is an important part of understanding trade for the day. Name five

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information you should check in relation to reservations.
Answer:
● Customers date of reservation
● Time of arrival
● Name of guest
A ● Contact details of guest
● Number of guests
● Special needs and request
● Mode of payment
2. What comprises the mise-end-place?
Answer:
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● Condition of tables and chairs
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● Sanitary linens
● Clean and sanitized table appointments
● Flower arrangement filling of condiments
● Condition of menu cards
● Knowledge of the menu for the day
3. Before the commencement of service, give eight areas that need to be checked for cleanliness.
Answer:
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● Furniture- tables and chairs

● Wall hangings – pictures or displays
● Fixtures- light fittings and door knobs
● Plants – indoor plants and pots
● Glass- windows, panels and doors
● Floor – carpet and tiled areas
● Work stations- waiter’s sideboard
● Toilets- rest areas
● Equipment – coffee maker and toaster
4. What is the key difference between an ‘ala carte’ and ‘table d’ hote’ menu?
Answer:
● An ala carte is the term used for a menu that has individually priced dishes.
● A table d’ hote has set or fixed price for a complete meal or several courses.

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5. Give some technique on how you can welcome guest to make them feel comfortable and safe?
Answer:

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● Know the reservations of the day to have an idea as to the incoming guest and the bulk
of expected guest.
● Try to remember the names of the guest, particularly the regular guests.
● Always address guest Sir/ Madam, if not by their names to show how important they are
to the establishment.

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● Give extra attention by asking “Is there anything else that you need Sir?’ or how do you
find your meal madam?”
● Bid good bye and thank the guests for coming.
6. What are some special needs that must be addressed when welcoming a customer?
Answer:
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● Alternative easy access to their table because of disability
● A high chair for infants
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● Appropriate food for those with special dietary needs as indicated in the reservation
book.
● Privacy for romantic couple and business people
● Special tables assigned for PWDs
7. What are activities associated with presenting menus and drinks lists? How do you present the
menu?
Answer:
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● Ensure there are adequate menus for everyone to read

● Distribute menus to the guest from their right-hand side
● Leave the wine list with the host or place in the center of the table.
● Ask costumers if they would like any starters.
● Serve any complimentary starters if appropriate.
8. Explain the importance of upselling to the hotel/ restaurant operation?
Answer:
Upselling is very important in food service because of the following reasons:
● The guest may not be familiar with the food that the hotel offers.
● To encourage guest to order a complete meal.
● For proper food and wine pairing
 ● To suggest unpopular menus
● To increase sales for the day.
9. When collecting food from the kitchen, what checks should servers make?
Answer:
● Checking that the right meal has been prepared and any requested preferences have

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been accommodated
● Checking the plate to make sure there are no marks spill or drips
● Checking the quality of the item

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● Checking with the chef to identify how the particular item has been cooked.
● Checking if special condiments need to go with the order.
● Checking to make sure there is uniformity between dishes
● Ensuring correct temperature of the dish.
10.
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What is the process of adjusting cutlery
Answer:
● Identify what needs to be removed from each cover
● Identify what needs to be added from each cover
● Obtain the necessary items
● Load them into cloth service plate
● Carry the cloth plate with all the required items to the table
● On arrival at the table, begin adjusting the items by starting at the number one guest,
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working clockwise around the table

● Always handle cutlery by the handles
11. What is the correct temperature when serving red wine?
Answer:
● Room temperature (15.5°C to 18°C; 60° to 65°F)
12. What is the ‘3-minute check’?
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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 costumer’s
satisfaction.
13. What items can be replenished during the ‘3-minute check’?
Answer:
● Drinks
● Extra condiments
● Extra cutlery
● Extra crockery
● Extra glassware
 ● More serviettes
● A scrap bowl- depending on the menu item being served.
14. What are some options to resolve a food related customer complaint, during the 3-minute
check?
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● Replace the 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

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● Suggesting fast cook items so that a dish will be ready when others are also eating.
15. What are the things to do when guest complaint? Explain steps on how to handle guest
complaints.
Answer:
A ● Apologize

understood.
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● Listen attentively and acknowledge the complaint

● Restate the complaint briefly back to the costumer to show you have listened and

● Agree by thanking the costumer for bringing the matter to your attention
● Act quickly, quietly and professionally
● Follow up if complaint was addressed
16. How will you handle guest needs with restrictions on allergies?
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Answer:
● Inquire the specific restrictions/ allergens
● Suggest alternative food items
17. How will you handle guest with the signs of intoxications requesting for more bottle of hard
drinks?
Answer: Suggest or offer food and beverage that could lower the blood alcohol content
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e.g., hot soup, coffee, carbohydrate rich foods

18. What assistance can be provided to the costumers as they leave a table?
Answer:
● Pull back chairs for customers
● Get wheel chairs of the aid as required
● Thank customer for their patronage
● Arrange any take away containers
● Where permitted, place corks back in unfinished wine bottles for easier transportation
of costumer.
 ● Arrange toothpicks
● Remind costumer to collect any bags, clothes and other personal items left on table, set
of floors
● Arrange balloons or gift packs or other children’s gifts
● Help them with putting coats and jackets

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● Remind costumer to collect change, credit card or receipt
● Escort the costumer to the door.

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19. What is example of ‘’end of service’’ assistance?
Answer:
● Obtaining a taxi or other transport for guests
● Retrieving items that have been placed into safe keeping
● Offering umbrellas
A ● Accompanying guest to cars

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● Making reservations on their behalf
● Directing them into their next destinations, including shops, cultural, tourism or

● Offering seat, paper or complimentary coffee while the weather clears.

20. What are common methods in which the costumers can settle account
Answer:
● Paying cash
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● Paying via credit card through using a manual or electronic system

● Using EFTPOS facilities- ‘Electronics Funds Transfer at point of sale’.
● In selected situations costumers may settle their accounts by:
✔ Charging to their room

✔ Charging a house account. These are used for functions or corporative

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events
✔ Presenting vouchers for nominated amounts and/or items/ services

✔ Paying by cheque
21. What are the different styles of banquet set-ups?
● Answer: U - shape
● Theatre
● Classroom
● Round
● Semi- circle
 ● Hallow square
● Fish bone

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 22. Case study. Explain what went wrong.
The guest has their orders and the waiter has placed the orders to the kitchen. The waiter
returns to the table and informs the guest of the house specials and the best seller menu
items. Intrigued to try the recommended food items, the guest changed their minds and
cancelled their earlier order.

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Answer: The waiter performed upselling and suggestive selling but at the wrong time. The
waiter should have suggested and promoted food items in the menu during order taking. He can

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also suggest additional food and beverage items after he has served the orders food.

PROVIDE ROOM SERVICE

avoid mistakes?
Answer:
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1. How can you avoid room service mistakes? What are the things that need to be checked to

● Clarifies repeat and checked details of orders with guest

● Verify guest information like room number and name
● Advices guest approximate time of delivery
● Check if mis-in- place is complete
● Check on the amount of the bill
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2. What is a “door knob menu”?

Answer:
● A type of room service menu place in the guest room, which list the times that
breakfast, can be served with a limited number of breakfast items. Guest selects what
they want to eat and the time they want the food delivered, then hang the menu
outside the door knob. The menus are collected and the orders are prepared and sent
to the rooms at specified times.
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3. What are the standard amenities set in the tray/ trolley/ during breakfast?
Answer:
● Sugar and cream
● Jam and marmalade
● Cup and saucer
● Silverware (dinner knife, dinner fork and teaspoon)
● Folded napkin
4. What will you do upon reaching the guestroom?
Answer:
● Knock on the door/ ring the door bell
 ● Mention room service
● Greet the guest set the table accordingly
5. What will do upon entering the room?
Answer:
● Guest is asked where they want the tray or trolley positioned

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● Explain take away procedures for the tray or trolley when the guest has finished their
meal
● Ask the guest to acknowledge the service by signing the delivery slip

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