ORAL QUESTION FOOD and BEVERAGE SERVICES

1. Checking reservation is an important part of understanding trade for the

day. Name five information you should check in relation to the reservation
 Customer’s date of reservation
 Time of arrival
 Name of guest
 Contact details of the guest
 Number of the guests
 Special need and request
2. What comprises mise-en-place?
 Condition if the table and chair
 Sanitary linens
 Clan and sanitized table appointments
 Flower arrangement
 Filling of condiments
 Condition of menu card
 Knowledge of the menu of the day
3. Before the commencement of service, give the eight areas that need to
be checked for cleanliness.
 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 station – waiter’s sideboard
 Toilets – rest areas
 Equipment –coffee maker, toaster
4. What is the key difference between an ‘a la carte and ‘table d hote’
menu?
 A la carte is the term used for a menu that has individually priced
dish
 A table d hote has a set or fixed price for a complete meal or
several courses
5. Give some techniques on how you can welcome guests to make them
feel comfortable and safe?
 Know the reservation for the day to have an idea as to the
incoming guests and the bulk of expected guests.
 Try to remember the names 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 that you need
Sir? “How do you find your meal Madam?
 Bid goodbye and thank the guest for coming.
6. What are some special needs that must be addressed when welcoming a
customer?
 Alternative easy access to their table because of a disability
 A high chair for infant
 Appropriate food for those with special dietary needs as indicated
in the reservation book
 Privacy for romantic couples 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?
 Ensure there are adequate menus for everyone to read
 Distribute menus to the guests from their right hand side
 Leave the wine list with the host or place in the center 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?
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-
the guest may not be familiar with the food that the hotel offer.
 To encourage guest to order a complete the 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 food servers
make?
 Checking that the right meal has been prepared and any
requested preferences have been accommodated.
 Checking the plate to make sure there are no marks, spills or drips
 Checking the quality of the item
 Checking with the chef to identify how a 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. What is the process of adjusting cutlery?
 Identify what needs to be removed from each cover
 Identify what needs to be added to each cover
 Obtain the necessary items
 Load them onto a clothed service plate
 Carry the clothed 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 working clockwise around the table
 Always handle cutlery by the handles
11. What is the correct temperature when serving red wine?
 Room temperature 15.5 to 18C ; 60 to 65F
12. What is “3 minute check”?
 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
meal are to the customers satisfaction
13. What items can be replenished during the “3 minutes check”?
 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 complaints,
during the three minute check ?
 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
15. What are the things to do when guest complain? Explain steps on how to
handle guest complaints
 Listen attentively and acknowledge the complaint
 Apologize
 Restate the complaint briefly back to the customer to show you
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
 Inquire the specific restriction/allergies
 Suggest alternative food items
17. How will you handle a guest with signs of intoxication requesting for more
bottles of hard drinks?
 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?
 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 customers 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?
 Obtaining a taxi or other transportation for guests
 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 direction, including shops, cultural,
tourism or sporting areas of interest
 Offering a seat, paper or complimentary coffee while the weather
clears.
20. What are common methods in which customers can settle accounts?
 Paying cash
 Paying with credit card through using a manual or electronic system
 Using EFTPOS facilities – electronic funds transfer at point of sale
 In selected situations customers may settle their accounts by:
 Charging to their room
 Charging a house account. Those are used for functions or
corporative events
  Presenting vouchers for nominated and/or items/services
 Paying by cheque
21. What are the different styles of banquet set-up?
 U shape
 Theatre
 Classroom
 Round
 Semi-circle
 Hallow square
 Fishbone
22. Case study. Explain what went wrong
The guest 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 encouraged to
try the recommended food items, the guests changed their minds and
cancelled their earlier order.
Answer:
The waiter performed up selling and suggestive selling but at the wrong
time. The waiter should have suggested and promoted other food items in
the menu during order taking. He can also suggest additional food and
beverage items he has served the ordered food.