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CA 115 > CA 115 Test 1 Part 1 > Flashcards

CA 115 Test 1 Part 1 Flashcards

1
Q

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)

A

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

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2
Q

List and explain the five steps in handling guest complaints.

A

H.E.A.R.T.

Hear
Empathize
Apologize
React
Thank

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3
Q

Explain thoroughly two different ways why a complaint is actually a positive opportunity?

A

Correct systemic operational issues.

Create a loyal guest.

Use as training/learning for employees.

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4
Q

How should utensils and glassware be picked up or touched or handled by servers?

A

By the stem/handle or bottom third

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5
Q

List three areas that can make a first impression before a guest ever has contact with your host.

A

Parking lot

Phone

Website

Reservation system

Social media/Online review

Bathroom

Front walk/entryway

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6
Q

What is the definition of, or how would you describe/sell, an Espresso to a guest?

A

A small 2 ounce rich, “thick” coffee produced with finely ground coffee under pressure

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7
Q

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

A

60ml:6oz

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8
Q

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

A

60ml:4oz

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9
Q

Name all of the different coffees and sizes that we serve? Hint: there are six (6) total.

A

Latte, Cappuccino, Cortado, Espresso, Pour-over, Drip

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10
Q

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?

A

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.

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11
Q

What types of credit cards do we accept? What other payments do we accept? What don’t we accept? NAME THEM ALL!

A

Visa, MC, Discover, AMEX, Cash, Check, Raider Card.

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12
Q

When answering the telephone, what is your opening greeting?

A

Hello My name is ______________, thank you for calling the Heritage Restaurant, how may I help you?

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13
Q

A customer calls you on the phone and asks, “What times and days do you take reservations for lunch?

A

Tuesday through Thursday, 11:15 a.m. - 12:15 p.m.

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14
Q

A customer calls you on the phone and asks, “What times and days do you take reservations for Dinner?

A

We are no longer open for dinner.

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15
Q

Which side of the guest should the coffee cup be placed, with which hand, and where should the handle face when serving the guest?

A

Right side with the right handle at 4 o’clock

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16
Q

Explain where the coffee cup or water glass should be as it is being filled initially.

A

On the table on the right of the guest.

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17
Q

Explain where the coffee cup or water glass should be as it is being refilled.

A

On the table where ever it is.

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18
Q

T or F: Water glasses are automatically (we don’t ask) filled until the dessert course.

A

True

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19
Q

How many grams of tea do we use per pot?

A

3

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20
Q

How many grams of tisane (herbal tea) do we use per pot?

A

5

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21
Q

How many grams of coffee do we use per our 1 cup for a pour over?

A

30

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22
Q

What five tasks should the SA complete on their first approach as soon as the guest is seated?

A

Greeting

Water

Bread and butter explained and placed

Clear empty place setting

Introduce /sell and take beverage order

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23
Q

After the SA greets the table and performs the five tasks, what is the complete response phrase that the lead server says to the guest as they approach the table? Also indicate what your response is when a guest responds “yes” and if they answer “no”.

A

“Good afternoon (Welcome, Hello), my name is ________ and I will be your server. Have you dined with us before?”

(Yes?) – “Wonderful, Welcome back.”

(No?) – “Wonderful, welcome. This is a learning environment where the students are preparing and serving your food. Thank you for joining us.”

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24
Q

T or F:
The server’s primary job is selling.

A

True

25
Q

Who should be treated as a guest and customer in your operation? Why?

A

Everyone! All employees and guests so all will work together for a great team, culture, attitude, fun, enjoyment leading to great guest service and return customers.

26
Q

When a guest informs you that they have a food allergy what is the exact phrase with which you initially respond to the guest?

A

Thank you for making me aware of your allergen, I will make the chefs aware. We will do our best to make your food allergen free, however we cnnot guarantee it will be allergen free nor guarantee your safety.

27
Q

What five steps are taken after you inform the guest of the allergy liability phrase?

A
  1. Let the Dining Room Instructor and the Chef Instuctor know of the allergen and table and seat
  2. Enter into POS with modification
  3. Follow to kitchen and discuss with sous chef and chef again.
  4. Tray on separate tray by itself
  5. Deliver it personally and announce it at the table with modifications
28
Q

Be familiar with the Excellent Service Guidelines. These are the things a server does to give great hospitality to a guest (These are Not the Nine Guidelines of Service)

A

Greet Guests with Professionalism and Confidence
Practice Attentive Service
Personalize Guests’ Experiences
Learn the Menu Thoroughly
Clear Communication
Build a Positive and Professional Attitude
Attention to Detail
Teamwork and Collaboration
Handle Issues Gracefully
Focus on Creating Memorable Experiences

29
Q

Explain four (4) items discussed at the pre-service meeting before each shift.

A

Sections, CRM notes, times, counts, post meal from day before, comment cards, specials, food changes, 86 items, training notes, etc.

30
Q

This is a three part detail oriented question. Answer all parts for full credit.

Where in the restaurant do you want to seat your first guests as they arrive? Be specific.

Why are you seating them there? Be specific.

What is a good tactic for seating subsequent tables (guests arriving after the first table has been seated and/or simultaneously) and why?

A

Seat at best seats available in house or windows.

So guests don’t ask to move and your restaurant looks busy to passers by.

Seat at 15 minute increments so the servers and kitchen do not get overwhelmed while rotating through the server’s sections keeping all head counts even to all servers.

31
Q

Graham Elliott said, teach your service staff to think like a chef. Explain, in detail what he meant by that phrase and four (4) specifics servers should know as if a chef.

A

Cooking times

Plate presentations, Respect for carrying delicate items, Preparation types, styles, Ingredients, allergens, definitions, origins of product, spice, heat, how to eat

32
Q

When making a shot of espresso, how many grams of ground espresso should be in the portafilter?

A

18-20

33
Q

When making a latte, what temperature should the milk be after steaming?

A

155 degrees

34
Q

When making espresso, how long should it take for a shot to brew?

A

Between 23-28 seconds

35
Q

How many grams of coffee do you need for our pour over recipe?

A

30 grams

36
Q

What are the three phases when brewing pour over coffee?

A

Bloom
Agitation
Slow Extraction

37
Q

How much iced tea does 1 of our Lipton iced tea bags make?

A

4 quarts or 1 gallon

38
Q

What are the priorities of the pantry person when setting up for the day?

A

Warming and slicing bread
Preparing butter plates for guests

39
Q

How many butter plates/bread baskets should the pantry person prepare each day?

A

The pantry person should check OpenTable for the amount of tables coming in and prepare that many bread baskets/butters + 5.

40
Q

Who should prepare the specialty cream/sugar set-ups (including the brown sugar whipped cream) served on the coffee cart?

A

The Coffee Cart person

41
Q

Who sets up the espresso machine, fills ice bins, prepares regular cream/sugar set ups and makes Fresh Squeezed Lemonade & Iced Tea?

A

The Beverage person

42
Q

What are the dessert person’s priorities during set up?

A

Organizing desserts and communicating the count to the manager
Preparing ice cream scoops and bowls for the Affogato
Ensuring brown sugar whipped cream is made and ready for the Affogato
Ensuring we have enough of each ice cream/sorbet and communicating to Mrs. VanRyn if we are short on anything
Preparing 10 intermezzo sorbets in the freezer for emergencies
Setting up ice cream scoops/containers, sani bucket, intermezzo B&B’s lined with doilies, polished demitasse spoons

43
Q

How many grams of tea should you use per tea pot?

A

5 grams for herbal teas
3 grams for all other teas

44
Q

How to Greet Guests with Professionalism and Confidence

A

Practice making a strong first impression with a warm and polished greeting: “Good afternoon, welcome to The Heritage Restaurant. What is the name on the reservation?”

Always maintain good posture, a pleasant tone, and eye contact.
These small details build trust with diners.

Learn to set the tone for the meal by being calm and composed, even if you’re nervous.

45
Q

How to Practice Attentive Service

A

Learn to observe guests’ needs without being intrusive. For example, notice when water glasses need refilling or a dish is finished, and act quickly but quietly.

Use subtle gestures or phrases to check in: “How are you enjoying the dish so far?” Avoid interrupting conversations or lingering too long.

Understand that fine dining requires a balance of attentiveness and giving guests their space.

46
Q

How to Personalize Guests’ Experiences

A

Start by remembering details about guests, such as their names, special occasions, or preferences. These small touches will make a big impression.
Learn to tailor recommendations with confidence, such as suggesting dishes or wines based on what guests describe liking.
Practice active listening and take note of dietary restrictions or special requests to ensure each guest feels cared for.

47
Q

Learn the Menu Thoroughly

A

Take the time to study the menu and ingredients in detail. Know how each dish is prepared, where the ingredients come from, and the chef’s vision.
Practice describing dishes clearly and elegantly to guests, avoiding filler words or hesitation.

48
Q

How to Communicate Clearly with the Guest

A

Practice taking orders accurately and confirming them with guests: “To confirm, you’d like the Haute Style Beef cooked medium with the sauce poivre on the side?”
Always communicate professionally with guests, even when explaining delays or special accommodations: “Your soufflé is being prepared fresh and will be out shortly. Thank you for your patience.”
Learn to maintain a calm and composed tone, even during busy or stressful moments.

49
Q

How to Build a Positive and Professional Attitude

A

Stay polite and respectful at all times, even when guests are challenging or mistakes happen. Your calm response will define the experience.
Develop pride and enthusiasm for the food, service, and restaurant. Guests will notice your passion.
Remember, mistakes are part of learning—own them, correct them quickly, and see them as opportunities to improve.

50
Q

How to Pay Attention to Detail

A

Master the art of setting a fine dining table, ensuring all silverware, glassware, and linens are perfectly arranged and spotless.
Serve dishes and beverages with precision. For example, serve from the left and clear plates from the right with quiet, smooth movements.
Learn the importance of “invisible” service—where everything flows seamlessly without drawing attention to yourself.

51
Q

How to Foster Teamwork and Collaboration

A

Understand the importance of teamwork in fine dining. Support your colleagues by helping with food delivery, clearing tables, or communicating effectively with the kitchen.
Use opportunities to learn from more experienced staff, such as the dining room instructor more experienced students.
Build a positive and respectful attitude toward your team, as a strong team dynamic is key to smooth service.

52
Q

How to Handle Issues Gracefully

A

If a mistake occurs, take responsibility and act professionally: “I sincerely apologize for the error. Let me fix that for you immediately.”
Develop problem-solving skills to resolve guest concerns on the spot, with the guidance of your instructor.
Use every guest complaint or issue as a learning experience to improve your skills for the future.

53
Q

How To Focus on Creating Memorable Experiences

A

Always thank guests warmly as they leave: “Thank you for dining with us. We look forward to serving you again.”
Offer personalized recommendations or small thoughtful gestures like presenting a takeaway treat or handwritten note.
Strive to make every guest feel special and valued—it’s the hallmark of fine dining.

54
Q

Replacement Words for “Guys”

A

Everyone
You
All
Everybody
All of You

55
Q

Replacement Words for “No Problem”

A

My Pleasure
Absolutely
Yes
Certainly
Definitely
Right Away
Immediately
Of course
I’d Love to Do That

56
Q

Replacement Words for “Can I”

A

May I
Nonverbal (reach with your hand)
Nonverbal (eye contact with guest)

57
Q

Replacement Words for “We”

A

You
Everyone
Anyone
Someone
All of You
Everybody

58
Q

Replacement Phrases for “Still Working on That?”

A

May I clear your plate?
May I box this up for you?

59
Q

What are Power Position Guidelines

A

The guests have maximum viewing of the server
The server can see as much of the Dining Room as possible
Out of the flow of traffic
Guests don’t need to strain their necks to see their server
The server always returns to this position

CA 115 (5 decks)

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