FBS ORAL QUESTION

• 2. What compromis What compromises the mise- he mise-en-place? en-place?


   Condition of tables and chairs
• 4. What is the key difference between an “a la carte” and “table d’ hote” menu?

  A la carte is individual price menu while table d' hote is fix price mune
• 5. Give some Give some techniques on how techniques on how you can you can welcome guest welcome guest to make to make them feel them feel comfortable and comfortable and safe

  Know the reservations for the date to have an idea as to incoming guest and the bulk of expected guests
• 6. What are some special needs t What are some special needs that must be addressed when welcoming hat must be addressed when welcoming a customer? a customer?

   Alternative easy access to their table because of Alternative easy access to their table because of a disability.
• 7. What are activities associated with presenting menus and d enus and drinks list? How do you present the menu?

   Ensure there adequate menus for everyone to read.
• 8. Explain the importance Explain the importance of upselling to of upselling to the hotel/restaurant the hotel/restaurant operation? operation?

  Upselling is very important in food service because of  The guests may not be fa The guests may not be familiar with the food that t he hotel offers.miliar with the food that the hotel offers.
• 9. When collecting food from the kitchen, what checks should food servers make?


   Checking that the right meal has been prepared and any requested preferences have beenaccommodated.
• 10. What is t What is the process for he process for adjusting cutlery? adjusting cutlery?

   Identify what needs to be removed from each cover
• 11. What is the correct temperature when serving the red wine? red wine?


   Room temperature (15.5 degree to 18 degree Celsius, 60 degree to 65degreeF)
• 12. What is the “three minute check”?


  When a meal has been served to the customer , it is important for service staff to revisit the served to the customer, it is important for service staff to revisit the table a few table a fewminutes later to check that the meals are minutes later to check that the meals are to the cu stomer’s satisfaction.to the customer’s satisfaction.
• 13. What items can be replenished during the “three minute check”?


   Drinks Extra condiments Extra cutlery Extra crockery
• 14. What are some options to result a food 14. What are some options to result a food related customer complaint, during the three minuterelated customer complaint, during the three minute check?

   Replace meal quickly
• 15. What are the things What are the things to do when the guest complaint? Explain steps on to do when the guest complaint? Explain steps on ho w to handle guest complaints.how to handle guest complaints.


   Listen attentively and acknowledge the complaint Apologize
• 16. How will you handle 16. How will you handle guests needs with restricti ons on allergies?guests needs with restrictions on allergies?

   Inquire the specific restriction/ allergens
• 17. How will you handle a guest with signs of intox ication requesting for more bottles of hard a guest with signs of intoxication requesting for m ore bottles of hard drinks: drinks:

  Suggest or offer food and beverage that could lower the blood alcohol content
• 18. What assistance can be provided to customers as they leave a table?

  Pull back chairs for customers
• 19. What are What are some examples some examples of “end of “end of service” ass service” assistance? istance?


   Obtaining a taxi or other transport for guest
• 20. What are common methods in which customers can settle accounts?

  Paying cash Paying via credit card trough using a manual or electronic system
• 21. What are the different styles of banquet sset-ups?


   U-shape Theatre Classroom Round Semi-circle Hollow square
• 22. Case study. Explain wh

  at went wrong.The guests have given their orders and The guests have given their orders and the waiter h as placed the orders to the waiter has placed the orders to the kitchen. Th e waiter returns to thethe kitchen. The waiter returns to the table and informs the guests of the house table and informs the guests of the house specials and best seller menu items intrigued and encouraspecials and best seller menu items intrigued and e ge to try the ge to try therecommended food item, the guests changed their minds and cancelled their earlier order.
• 1. How can you avoid room service mistakes? What are the things that need to be checked to avoid mistakes?

   Clarifies, repeats and checks details of orders with guests
• 2. What is a “Door Knob” menu?


  enu A type of room service menu place in the guestroom, which lists the times that place in the guestroom, which lists the times that breakfast can be servedwith a limited number of breakfast items. Guest select what the ect what they want to eat and the y want to eat and the time they want the time they want thefood delivered, then hang the menu outside the door on the doorknob.
• 3. What are the standard amenities set in 3. What are the standard amenities set in the tray / trolley during breakfast?the tray / trolley during breakfast?


   Sugar and cream Jam and marmalade Cup and saucer
• 4. What will do upon reaching the guest room?


   Knock on the door / ring the doorbell Mention room service Great the guest Set the table accordingly
• 5. What will do upon entering the room?


   Guest are asked where they want the Guest are asked where they want the tray or trolley positionedtray or trolley positioned