Dela Cruz, Kim Charlon N.

November 03, 2020

BSHM II-B Mrs. Pagne

WEEK 4

PT.

Directions: Answer the following situations:

If you will be the Food and Beverage service personnel, how will you be able to deal
with the following:

situations.

1. How will you able to deal with the customers upon entering the Restaurant?

-Greet customer the minute they walk in the door and use respectful titles – sir,
ma’am and miss work well. Showing customers to their table: Always lead and walk
with them at their place. Seating customers: ladies first. And offer menu offer the list
right way round, and open for the customer. Open carefully, place it on customer’s
lap after saying excuse me to the customer.

2. How you able to deal with incidents / accidents will might happen inside the
Restaurant during service?

 When an unforeseen incident arises it must be dealt with promptly and

efficiently without causing any more disturbance to the customers.

 Quick action will very often soothe the irate customer and to ensure a return

visit to your restaurant

 Delay will only cause confusion and a very often the situation may be strongly

interpreted if it is not dealt with straight.

3. How will you able to deal with children who lost inside the restaurant?

-A complete description of the lost child should be obtained (male/female,

name, age, where last seen, clothing won, color of hair, accessories were

being carries such as dolls or bags).

-And Put a constant watch on all entrance/exits door.

-Check all rest rooms, play areas and every area in the restaurant.

-If nothing result after taking the above actions, immediately call the police.

4. How will you able to deal with customer with special needs, like a customer with
difficulties?

- Speak directly and distinctly to the customer.

- Stand in such position that the customer is able to see your face clearly.

- Describe food and drink items in simple, precise and plain language.

- Seat customers away from possible excessive noise.

5. How will you be able to deal and handle customer complaints, like serving food late?

If a problem arise and the customer makes a complaint, steps to be taken:

Do not interrupt the customer – let them have their say and make their point.
Apologise
Restate the detail of 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 and follow the establishment’s

procedures for handling complaints.

CHAPTER TEST

Direction: Answer the following questions.

1. What are the unpleasant habits that need to avoid during operation?
 Yawning
 Grouping
 Daydreaming
 Putting hands on pocket
 Leaning on walls, tables and chairs
 Demand for tip
 Courting tip in front of customers
 Bluffing customer

2. What are the undesirable qualities of a waiter?

Forgetting to greet the arriving customer pleasantly.
Letting guests seat themselves.
Refusing to assist a guest or seating a guest at a dirty table.
Forgetting to say “Pardon me”, or “Excuse me”, if a mistake has been made.
Gathering in groups in operational areas and talking loudly with other members
of the staff.

3. What are the attributes of Food and Beverage Service Personnel?

Professional and hygienic appearance

Punctuality, Local Knowledge, Personality, Attitude to customers, Memory, Honesty,

Loyalty, Sales ability
 4. Give at least 5 rules of a waiter.

Waiters must be clean and smart and should never wear cologne.

 Under no circumstances should a waiter never touch a diner.

 Wine glasses should never be filled too full.
 Unasked for advice should never be offered.
 If diners are content to pour the wine themselves, let them.
 Unless asked, no plates should be removed until all have been finished.

5. What are those examples of Interpersonal skills needed at particular points

during the Service?
 Showing customers to their table: Always lead and walk with them at their
place.
 Seating customers: ladies first
 Handling menu: offer the list right way round, and open for the customer.
 Serving and clearing: always say excuse me before serving and clearing.
 Explaining menu: use the terms the customer understands, not technical terms.
 Talking to customers: only talk when standing next to them and looking at them.