Service Procedures Exam, New Store Opening

Question 1

Servers must suggest _______during the beverage greeting.

Answer 1

2 specific beverages (one alcoholic beverage and one non-alcoholic beverage)

Question 2

Any guest who appears _________years old or younger must be asked _______ no exceptions!

Answer 2

35

Are you 21 years old or older? May I see your ID please?

Question 3

All bar checks must be ______ before the guests move into the dining room.

Answer 3

Closed

Question 4

It is ________ to serve in intoxicated person

Answer 4

Illegal

Question 5

When do you offer another beverage/bar drink refill?

Answer 5

When the drink is 1/4 full

Question 6

When preparing drinks, how full do you fill the glass with ice?

Answer 6

To the top of the glass

Question 7

When do you use a beverage tray?

Answer 7

To carry all beverages even one

Question 8

List the ice teas we serve and what garnish they received:

Answer 8

1. Regular ice tea-lemon
2. Sweet tea-mint sprig
3. Peach tea – orange slice
4. Watermelon tea – watermelon slice

Question 9

List the six juices we offer

Answer 9

Apple, orange, cranberry, tomato, pineapple, grapefruit

Question 10

All juices are obtained from _______ and served in a _________ice

Answer 10

The bar, small mason jar without

Question 11

List the bottled waters we offer.

Answer 11

Mountain Valley Spring water and Mountain Valley sparkling water( some locations)
Or Acqua “Panna” spring water and Pellegrino sparkling water

Question 12

What type of glass is served with bottled water?

Answer 12

A wine glass

Question 13

How do you designate decaf coffee?

Answer 13

Placing a doily under the mug

Question 14

When refilling any fountain beverage you should always bring a ______ glass and ______the old glass

Answer 14

Fresh/new, remove

Question 15

In general, when serving a beverage with the handle, the handle is placed at ______o’clock and to the upper right of the guest.

Answer 15

4

Question 16

What flavors do we offer with our nonalcoholic(virgin): margaritas, daiquiris, and coladas?

Answer 16

Regular, strawberry, peach, banana, and raspberry

Question 17

How many biscuits and Applebutter is to be served to each guest?

Answer 17

One biscuit per guest. One apple butter for each basket of biscuits. Additional biscuits or apple butter may be delivered to the table up lon guest request only.

Question 18

Which shifts do we offer biscuits to our guests?

Answer 18

All lunch and dinner shifts.

Question 19

When is it required to give a table your spiel?

Answer 19

If any of the guests at the table are new to Lucille’s and have never visited us before.

Question 20

What three points must be covered in your spiel?

Answer 20

1. The Smoker
2. Signature Sauces
3. Team Service

Question 21

What do you say to a table of guests that have all visited Lucille’s before?

Answer 21

Welcome back!

Question 22

When guest request to share a menu item, our policy is:

Answer 22

Guests may share any menu item; however, we will not split the item on to separate plates in the kitchen. We are happy to provide the guests with additional serving plates and utensils so they can split the item at their table

Question 23

When I guessed has a special request, what should you do?

Answer 23

Try to accommodate special requests as much as possible. Ask your floor manager if you are unsure about a certain request. If we cannot perform a certain request, let the guests know what we can do for them. Give them a positive alternative instead of just saying “no”.

Question 24

Always try to use the ________ first when communicating special requests about your order.

Answer 24

Modifiers

Question 25

If you need to communicate with the kitchen, you must speak to the _______,since this will decrease confusion and create less opportunity for air. Never speak directly to the cooks.

Answer 25

Expo

Question 26

Salad dressing served on the side is served in a ________ only on a doily line ________.

Answer 26

Dressing boat, bread plate

Question 27

All items from the children’s menu must be served on a _______plate to protect the child. Do not serve a child a _______ plate.

Answer 27

Cool, hot

Question 28

After all guests at a table have received their food; you need to check back with in ______ or _______.

Answer 28

Two minutes, two bites

Question 29

What does L.A.S.T. stand for?

Answer 29

L. Listen – make eye contact and listen to them, show that you care
A. Apologize– A sincere apology goes a long way – say you are sorry
S. Solve – take the necessary steps to fix it – talk to the floor manager if necessary
T. Thank – think of the guest for bringing the concern to our attention

Question 30

When do you use the LAST system?

Answer 30

When a guest has a problem or is unhappy, use the LAST system. Applying this formula provides a beginning and an end to resolving guess concerns and shows that we care.

Question 31

Describe our refire policy for a food error/mistake/problem.

Answer 31

When there is a problem with a food item(burnt, wrong food, foreign object) and it needs to be re-fired, a table visit by manager is mandatory.

Server apologizes, remove the item from the table, reenters the item into aloha and hits the re-fire key. Server notifies the floor manager and shows the KM and expo the item. The new food item is prepared as quickly as possible.

The floor manager either delivers the food or does a two minute check back to visit the table. The original food item and the newly prepared food items are comped off the bill

Question 32

If a guest slips or is injured, what are you required to do?

Answer 32

Notify your floor manager immediately. Be careful and helpful to the guest. Any accident or injury, even if the guests says they are fine, requires immediate management attention. Take extra special care of the guest from this point forward.

Question 33

When are hot towels presented? How are they served? Who receives them?

Answer 33

Hot towels are presented to all guests at the end of their entrée. They are served hot on a share plate, using tongs. No more than six towels per plate. Deliver one hot towel per guest.

Question 34

Explain our dessert menu service.

Answer 34

Always recommend a specific dessert. After 4 PM, you are required to bring to the dessert menu to the table and recommend a specific desert an after dinner drink.

Question 35

What items are included in the blank check presenter when you deliver the check?

Answer 35

Comment card, preferred Guest club sign-up card, pen, just check

Question 36

When I guessed pays with cash, pick up the payment and say:

Answer 36

I’ll be right back with your change.

Question 37

What is the maximum time I guess can wait for a payment to be processed?

Answer 37

Two minutes

Question 38

What types of payment do we accept?

Answer 38

Cash
Credit cards – Visa, MasterCard, American Express, Discover
Lucille's gift cards
Lucille's complementary cards
Lucille's team member benefit cards

Question 39

All bills that are _______ and higher must be checked under the _________to avoid receiving counterfeit bills

Answer 39

$20, black light

Question 40

Manager approval is required for bills that are _______ or greater

Answer 40

$50

Question 41

When does our service end?

Answer 41

Our service doesn’t end until the guest just left the restaurant.

Question 42

Guests must be acknowledged by the _______ server that passes by their table.

Answer 42

First