Questionnaire

Service Steps & Customer Service

The Cherry Tree Café

Team Member Name:

Outlet Location: Date:

1. What is the first thing that we do when the guest’s enters the restaurant?

Ans.

2. What are the 3 magic words that we should never forget?

Ans.

3. Customer/Guest is the _ _ _ _

4. What does CARES stands for in Customer service?

C-

A-

R-

E-

S-
5. What are the 5 basics of service excellence?

i. _______ at me.
ii. _______ at me.
iii. _______ to me.
iv. _______ to me.
v. _______ me.

6. List down any 3 things that guest expect from us?

i.
ii.
iii.

7. List any 3 points on how we can meet customer needs.

i.
ii.
iii.

8. List down any 4 skills that a server must have.

i.
ii.
iii.
iv.

9. List down any 4 common issues in Food & Beverage environment.

i.
ii.
iii.
iv.
10. What things do we need to take care in order to have best first
impression on guest’s?, list any 4
i.
ii.
iii.
iv.

11.List down any 4 benefits of excellent guest service.

i.
ii.
iii.
iv.

12.How long should it take to acknowledge or greet the guest on entering

the restaurant?
i. 45 seconds
ii. 60 seconds
iii. 30 seconds
iv. 10 seconds

13.What do we do after taking the order from guest?

i. Thank them & leave
ii. Thank them, up sell & leave
iii. Repeat/Double check the order, thank them & leave
iv. Leave & bring beverage order
14.How many times should we check the guest satisfaction during the entire
service?
i. At least 5 times
ii. At least 2 times
iii. Always many times
iv. No need to check

15.How long should a starter normally take to be delivered to the table after
order being placed?
i. 5-10 minutes
ii. 10-15 minutes
iii. 15-20 minutes
iv. 20-30 minutes

16.How long should a main course normally take to be delivered to the table
after order being taken?
i. 5-10 minutes
ii. 30-45 minutes
iii. 10-15 minutes
iv. 20-30 minutes

17.How long should a beverage normally take to be delivered to the table

after order being taken?
i. 2-3 minutes
ii. 5-7 minutes
iii. 10-15 minutes
iv. 15-20 minutes

18. What are the first 2 things guests should be given upon their arrival?
i.
ii.
19. How long should it normally take to clear the dishes after guests have
stopped eating?
i. 2 minutes
ii. 5 minutes
iii. 7 minutes
iv. 10 minutes

20. If you know in advance that there will be food delay, what do you do?
i. Inform the manager to make it fast
ii. Politely inform the guest in advance to expect delays
iii. Speak to the kitchen staff to make it fast
iv. Talk to the members about the delay

____________________BEST OF LUCK____________________