1.

Information you should check in relation to reservation

Name Address Contact number Table for how
many
Time & date Special Requirements payment method
2. What comprises Mise En Place?
a. mise en place refers to everything that is done to make service as efficient
as possible. It encompasses everything involved in “getting ready” and
also keeping things in order as service goes on
b. Having all your tools in place,
c. having and keeping your station clean, and putting tools, pans, and other
equipment back into their proper place after using
d. preparing stocks, sauces, or having breadings or batters ready

e. cutting and trimming meat, poultry, or fish

f. washing and preparing vegetables (trimming, chopping, dicing)

g. preparing the kitchen for the next shift (which may not be the same
people)

3. Things that need to be checked for cleanliness before start of service/operation.

a. Kitchen, dinner area & restroom

b. Tables, Tablewares and dining room equipments

c. All the surfaces that come in direct contact with food shall be cleaned after
every task with clean towels that have not been used anywhere else.

d. Equipment like Range, Oven, Deep-fryer, Freezer, Baking sheets, Tongs,

and others shall be sterilized at least thrice a week.

e. Frequently used kitchen items such as cutting boards, blenders, grills, and
countertops should also be sterilized daily.

f. Sanitize the surface areas, such as bar tops, table tops and chairs with
which customer’s come in direct contact with thoroughly at least twice a
day.

g. The floor near the entrances and the exits of the restaurant shall be
cleaned daily.

h. Clean the toilet bowls, toilet seat and floor of the restrooms after every few
hours
4. Techniques how to make guest comfortable and safe as you welcome them.

a. Smile

b. Be calm and firm

c. Be presentable

d. Have eye-to –eye contact

e. Have proper body posture

5. What are some special requirements that must be addressed when welcoming a
guest ?

a. Window seat, quite table

b. Music for setting the mood, Flowers for anniversary

6. How do you present menu?

a. Menu should be presented half-open to the right side

b. Mention daily specials or promotions

c. Let guest know if there are unavailable items

d. Upsell and recommend items

7. Importance of upselling

a. upselling boosts your restaurant’s profits, impresses

your customers, and enhances their dining experience.

8. Things to consider when collecting food order from the kitchen before serving it
to guest

a. Make sure right order has been prepared and the garnishing is appealing

b. Check if there are any food spills or not

c. Correct garnishes and condiments

d. Food covers are placed properly over hot food

9. Process in adjusting siver flatwares or cutleries

Procedures

a. · Prepare the plate underlined with follow napkin

b. · Prepare the right cutlery from the serving station according to the
order and placed on the plate

c. · Step forward to the guest table, place the plate of cutlery on the left
hand and set from the right side of the guest , ladies fist and clock wise

d. · Set nicely on the table with 2 cm above the table edge

e. · Entrée cutlery is set on the outer side and follow with the main
course cutlery

f. · Spoon, knife shall be put on the right side and fork is on the left side

g. · When the guest ordered the dessert on the same time with others
order, do not set the cutlery. Set after you have done crumbing the table

h.

i. · For ice cream order, no cutlery to be adjusted on the table. The

cutlery shall be placed together with the ice cream

10. Correct Temperature in serving wine (red, White, Champagne)

11. What is 3 minute check ? And items to be replenished during 3 min check

a. It involves approaching the table approximately 3 minutes after the last meal
was placed on the table and making an inquiry along the lines of “Is everything to
your satisfaction?”

b. Check to see if guests:

 are happy with their food

 require a refill of their drink

 need glasses or tableware removed

 need your attention for something else.

 12. What are some options to resolve a food related customer complaint during 3
min check?

The 3 minute check gives customers an opportunity to tell you if:

 there is something wrong e.g. their steak is not cooked as they ordered, or the
food or coffee is cold

 they would like to order something extra e.g. a salad or another drink.

If there is a problem:

 apologise to the customer

 check the customer is happy this time

 pass this feedback on to the kitchen and your supervisor straight away.

 organise a solution quickly

 make sure any replacement item is up to standard