ORAL QUESTIONING IN FOOD AND BEVERAGE SERVICES NCII

(ANSWERS)

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

What information do you want to check in relation to reservations?
a) Number of guests
b) Size of bookings
c) Customers arrival time
d) Special requests
e) Needs of guests

2. What is Mise-en-place?
- Mise-en-place is the French term for preparation before the operation.

3. What is the difference between 'a la carte' and table d'hôte' menu?
a) A la carte is the term used for a menu that has individually priced dishes
b) A table dhôte menu is a menu that has a set price for a number of courses.

4. How will you handle a guest with signs of intoxication requesting for more
bottles of hard drinks?
- Guest with sign of intoxication should not allow ordering hard drinks or
alcoholic drinks. In case of insisting explain the rules and regulations of the
establishment.

5. What is a "Door knob" menu?

- Door knob menu is the menu installed inside the guestroom. It is filled up
to the guest if they want to order food from room service department, they
will hang it on the door knob.

6. Explain the importance of selling the hotel/restaurant operation?

- The importance of selling the hotel/restaurant operation is to gain
revenue.
- Suggestive selling is important in any establishment in order to promote
different dishes and the establishment itself. The most important is to
increase the revenue.

7. What are common methods in which customers can settle accounts?

- Cash, charge on account and credit card are the common billing
arrangement of the customers.

8. What are the things to do when a guest complains? Explain steps on how
to handle guest complaints.
- Handling guest complaint
a) Listen
b Apologize
c) Acknowledge of the Problem
d) Acknowledge the Problem
e)Restate the Problem
f)Give solution or action/s
g) Follow up/ checking satisfaction
h) Thanking the guest
i) Documenting

9. What will you do upon reaching the room of the guest?

a) Knock the door or activate the buzzer
b) Announce the purpose and the department
c) Greet the guests
d) Ask permission

10. When collecting food from the kitchen, what checks should food
servers make?
a) Checking that the right meal has been prepared and any requested
preferences have beer accommodated
b) Checking the plate to make sure there are no marks, spills or drips
c) Checking the quality of the item
d) Checking with the chef to identify how a particular item has been
cooked
e) Checking if special condiments need to go with the order
f) Checking to make sure there is uniformity between dishes
g) Ensuring correct temperature of the dish.

11. What is the correct temperature when serving red wine?

- The right temperature for red wine is room temperature. 60°C - 68°C

12. Before the commencement of service, what are some areas that need to
be checked for cleanliness?
a) Furniture-tables and chairs
b) Wall hangings -pictures or displays
c) Fixtures
d) Kitchen Area
e) Dining Area
f) Floor-carpet and tiled arcas
g) Work stations-waiters sideboard
h) Toilets -rest areas

13. Give some techniques on how you can welcome guests to make them
feel comfortable and safe?
- To make the guests feel comfortable and safe, first thing to do it to SMILE.
Welcome guests may include:
a) Greeting guests by name, where known
b) Checking for and confirming reservations, where applicable
c) Application of house standards for welcoming guests, including use of
appropriate terms, phrases and greetings.
d) Promptly acknowledge the guests and welcome them with a greeting
e) Establish if the customer has a reservation
f) Hats, coats, umbrellas or parcels and presents should be taken from the
customer
g) Show guests to their table
h) At the table, pull out one chair to signal to the guests that they are free to
claim a seat and sit.

14. What are some special needs that must be addressed when welcoming a
customer?
a) Alternative easy access to their table because of a disability
b) A high chair for infants
c) Warming of a bottle for babies
d) Appropriate food for those with special dietary needs as indicated in the
reservations book
e) Privacy for romantic couples, and business people to the best extent
possible given other bookings
f) Room on a table to spread out where business looks as if it is going to be
conducted
g) A table near the door for someone with a walking stick

15. What are activities associated with presenting menus and drinks lists?
a) Ensure there are adequate menus for everyone to read
b) Provide menus suitable for the customers.
c) If there are limited menus, you may request that customers share them
until others become available
d) Distribute menus to the guests from their right-hand side
e) Leave the wine list with the host or place in the centre of the table
f) Ask customers if they would like any starters, if applicable and according
to available menu items
g) Serve any complimentary starters if appropriate
h) Point of direct customers to other menus that may be applicable. You
may tell customers you will be back in a minute to discuss the menu

16. What is the process for adjusting cutlery?

a) Identify what needs to be removed from each cover
 b) Identify what needs to be added to each cover
c) Obtain the necessary items
d) Load them onto a clothed service plate
e) Carry the clothed plate with all the required items to the table
f) On arrival at the table, begin adjusting the items by starting at the
Number One guest, working clockwise around the table
g) Always handle cutlery by the handles

17. How will you handle guests' needs with restrictions on allergies?
If the guests have restrictions to allergies you must ask the guests and
identify their medical conditions receive extra/special attention and care.
Ensure that you will offer them a food that is suitable for them.

18. How can you avoid room service mistakes? What are the things that
need to be checked to avoid mistakes?
To avoid room service mistakes:
a) Repeat the information of the guests
b) Repeat the order of the guests

19. What are some examples of “end-of-service’ assistance?

End-of-service assistance may include:
a) Obtaining a taxi or other transport for guests
b) Retrieving items that have been placed into safe keeping
c) Offering umbrellas
d) Accompanying guests to cars
e) Making reservations on their behalf

20. What assistance can be provided to customers as they leave a table?

a) Pull back chairs for customers
b Get wheelchairs or other aids as required
c) Thank customer for their patronage
d) Arrange any take-away containers
e) Where permitted, place corks back in unfinished wine bottles for easier
transportation for customer
f) Arrange toothpicks
g) Remind customers to collect any bags, clothes and other personal items left on
table, seat of floor
h) Arrange balloons or gift packs or other children's gifts
i) Help them with putting on coats and jackets
j) Remind customer to collect change, credit card or receipt
k) Escort the customers to the door

21.What is the '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 meats are to
the customers satisfaction.

22. What items can be replenished during the ‘3 minute check’?

a) Drinks
b) Extra condiments
c) Extra cutlery
d) Extra crockery
e) Extra glassware
f) More serviettes
g) A finger bowl
h) A scrap bowl -depending on the menu item being served

23. What are common problems customers may have with their food?
A) The steak is tough
b) The meal is cold
c) The steak is not cooked as ordered
d) Special requests have not been met

24. What are some options to resolve a food related customer complaint,
during the three minute check?
a) Replace meal quickly
b) Allowing them to take some items from the bullet whilst they are waiting
c) Providing a plate of snacks including rice, salad, bread or fries
d) Suggesting fast cook items to the dish will be ready when others are also
eating

25. What will you do upon entering the room of the guest
a) Greet the guests
b) Announce the purpose and the department
c) Present the room service orders
d) Give extension service
e) Present the bill

26. What are the different styles of banquet set-ups?

a) Formal
b) Informal
c) Buffet

27. Case Study: The guests have given their orders and the waiter has
placed the orders to the kitchen. The waiter returns to the table and
informs of the guests of the house specials and best seller menu items, the
guests changed their minds and canceled their earlier order.
What went wrong?
- The waiter should’ve offered the house specials first before giving the
order to the kitchen, giving the customer the chance to choose between the
food menu and the house special offers.