CA 115 Test 1 Part 1 Flashcards
Write out the complete Nine Guidelines of Service. Order does not matter. These are the correct physical actions a server does to literally get food and drink to and from the guest. (These are NOT the Seven Principles of Extraordinary Hospitality)
1.Welcome Them
2.Serve ladies first.
3.Food is served with the left hand to the left side.
4.Beverages and soups are served with the right hand to the right side.
5.All food should be brought out to the table at the same time.
6.Remove plates when (all) guests are finished.
7.Clear from the right side with the right hand.
8.Never stack or scrape dirty plates at the guest table.
9.Thank Them
List and thoroughly explain the five steps in handling guest complaints.
The Steps:
1.Don’t ignore the situation
2.Always apologize
3.Correct the problem
4.Follow-up and Make it up to the guest
5.Thank the guest
Or H.E.A.R.T.
Hear
Empathize
Apologize
React
Thank
Explain thoroughly two different ways why a complaint is actually a positive opportunity?
Correct systemic operational issues.
Create a loyal guest.
Use as training/learning for employees.
How should utensils and glassware be picked up or touched or handled by servers?
By the stem/handle or bottom third
List three areas that can make a first impression before a guest ever has contact with your host.
Parking lot
Phone
Website
Reservation system
Social media/Online review
Bathroom
Front walk/entryway
What is the definition of, or how would you describe/sell, an Espresso to a guest?
A small 2 ounce rich, “thick” coffee produced with finely ground coffee under pressure
What is the ratio or size of each component in a Latte? In other words, how much Espresso in ml or oz and how much Milk in oz
60ml:6oz
What is the ratio or size of each component in a Cappuccino? In other words, how much Espresso in ml or oz and how much Milk in oz
60ml:4oz
Name all of the different coffees and sizes that we serve? Hint: there are six (6) total.
Latte, Cappuccino, Cortado, Espresso, Pour-over, Drip
Describe the physical difference between a coffee saucer and a B&B and their differing uses. One of these always gets something on it if used with other china or glassware. What is it?
B&B is used as an underliner for ramekins, etc. and has a flat interior and is used with a doily.
Saucer has an indentation to fit the base of the coffee cup.
What types of credit cards do we accept? What other payments do we accept? What don’t we accept? NAME THEM ALL!
Visa, MC, Discover, AMEX, Cash, Check, Raider Card.
When answering the telephone, what is your opening greeting?
Hello My name is ______________, thank you for calling the Heritage Restaurant, how may I help you?
A customer calls you on the phone and asks, “What times and days do you take reservations for lunch?
Tuesday through Thursday, 11:15 a.m. - 12:15 p.m.
A customer calls you on the phone and asks, “What times and days do you take reservations for Dinner?
We are no longer open for dinner.
Which side of the guest should the coffee cup be placed, with which hand, and where should the handle face when serving the guest?
Right side with the right handle at 4 o’clock
Explain where the coffee cup or water glass should be as it is being filled initially.
On the table on the right of the guest.
Explain where the coffee cup or water glass should be as it is being refilled.
On the table where ever it is.
