Chapter 1-6

111. What is HEART in customer relations?

Hear, Empathize, Apologize, Respond, Thank
112. What do you mean by Verbal Projection in Professional Ethics for Food Service
Personnel?
Quality of speech, diplomacy and tact in the words and expressions used, including the tone,
volume, non-verbals.
113. 10 examples of Unpleasant habits in Food and Beverage
Yawning
Grouping together
Mannerisms
Shouting and giggling
Day dreaming and eavesdropping
Sneering
Frowning
Chewing gum
Leaning on walls
Cross arms
Demanding tips
Counting tips in front of the customer
Scratching and picking nose
Insulting
114. What is a Chef de rang?
French term that designates an experienced station head who takes orders, does the difficult
task of table-side preparation.
115. What is Maitre D; Hotel?
French term that stands for master – a title given to a headwaiter or food service manager.
116. What is the basic function of a F and B Service Manager
Plans, organizes, directs and controls the delivery of service in all outlets, guests rooms and
banquets and sees to it that policies and standards are complied with.
117. What is the difference between a Head waiter and captain waiter?
A Head waiter is the outlet supervisor who oversees the food and beverage operations in his
assigned outlet while the captain waiter oversees the set-up and delivery of service in his
assigned station.
118. What is the difference between a Bar boy and a bus boy?
A bar boy acts as a runner and helper in a bar and a bus boy is a dining room helper and
runner.
119. Classification of Table Appointments
Glasswares Dinnerwares flatwares/silverwares linens
120. 5 Examples of Institutional Food Service
 Hospitals Orphanage School Cafeteria prison uniformed personnel/police
force/Army home for the aged
121. 5 Examples of Commercial Food Service
Restaurants Hotels Resorts Fast Food Chains Casual Dining
Fine Dining Catering Food stalls/kiosk Canteen/Cafeteria Coffee shops
Bar Eat-all-you-can Buffets
122. 5 Types of Table service
French Buffet Russian American English Casual
Fast-food Filipino/Family/Chinese
123. Parts of a Glassware
Bowl stem foot rim
124. Standards of table set-up
Completeness Cleanliness balance and uniformity Order
Eye Appeal Timeliness
125. What is American Service?
Also called as Plated service, where food is already arranged in individual plates and served to
the guest in order.
126. What is Russian Service?
Also called as Platter Service because food is prearranged in a platter good for a table and
waiters dishes out the food from the platter to the guests’ plates on the table.
127. What is French Service?
A type of service that involves table side preparation. Also called as Gueridon Service because
food is partially prepared or pre-cut in the kitchen and completed in the gueridon before
serving individually to the guests.
128. What is Buffet service?
This is a self –service style where thee guest get their own food arranged in a table.
129. How do you serve food according to standard sequence of serving?
Bread and butter
Appetizer
Soup
Salad
Main Course
Dessert
130. How do you take order?
Approach the right side of the guests
Present the menu
Take food order
Write down the order
Take efforts of sell complete meal
Ask how the guest wants the dish prepared
Repeat the order
Place the order to the kitchen
131. How do you serve multiple guests in a table in order?
Honoree
Ladies
Gentlemen
Host
132. What is the 3 S in bussing out the dishes?
Scrape
Stack
Segregate
133. How do you open a bottle of red/white wine?
After presenting, place the bottle on a table or service table
Remove the foil by using the waiter’s friend corkscrew blade, cutting away from the customer
Wipe the tip with a table napkin
Insert the corkscrew into the cork and bring down the lever of the cork screw
Using your hand, hold the support and push the lever up to remove the corkscrew
Wipe the tip of the bottle and present the seal to the customer
134. How do you serve food in Russian Table service?
Present the food from the left side of the guest and dish out the food from the platter to the
the guests’ plate. Move counter clockwise on the table.
135. How do you present the bill to the customer?
When the guest ask for the bill, place it on a bill folder.
Present the bill to the guest and ask how would they like to settle their bill.
When paid, announce the amount received or if they paid the exact amount, announce that
they paid the exact amount. If they pay in credit, read the name of the guest’s card for
identification. Be back with the receipt and change.
136. Write the Ideal wine accompaniment of the following: Beef,Fish,Chicken,Ham
Red/white/red or white/red
137. Types of Wine
Still/Natural/Unfortified
Aromatic
Fortified
Sparkling
138. Body of Wine
Full Bodied and Light Bodied
139. What is a Par stock?
The quantity of stocks that must be available daily to cover for the consumption requiements
of the day.
140. If you are going to be an owner of a singular bar, who are the sets of personnel you
would have?
Bar Manager, Bar Captain, Bartender, Barboy, Bar Attendants or waiters, cashier and security
personnel.
141. What is the difference between In-House Banquet Functions and Outside Catering?
In-house banquet function takes place in the company’s function rooms while Outside
catering takes place in a venue chosen by the client.
142. Example of Banquet Menus
Sit-down menu
Buffet
Cocktails
143. What is the responsibility of the Banquet sales Office?
Preparation of Event Orders and contracts
Promotions and Marketing
Designing packages
Booking and reservations
Computations
Coordination with various units in banquet operations and service
144. What is the responsibility of Banquet Service?
Preparation of the facilities
Mis-en-place of the function rooms
Serving
Coordinating with the Sales office regarding the event order and with the kitchen for food
dispatch.
145. What are the duties of a property custodian? State 2
Receives par stocks
Inventory
Stock Issuance
Receives and check returned items
Assist banquet waiters
146. What is the purpose of a requisition form?
A list of tools, equipment or material needed in an event.
147. After finalizing the Banquet Event, where do the Banquet Event Order be passed for
proper information dissemination? Give 3.
Operation Manager
Banquet Service
Housekeeping
Kitchen
Steward Section/waiter’s section
Front Office
File
148. In case of cancellations or adjustments in the event, what should the banquet
coordinator do?
A memo should be circulated regarding the cancellations or adjustments.
149. What are the specific duties of a Banquet Waiter BEFORE the event? Give 4
Assists the set up of the service station
Wipes/prepares the mis-en-place of tray, cutleries etc.
Refills the salt and pepper shakers
Set up the tables according to the floor plan
Installs amenities
Reports for briefing
150. What are the specific duties of a Banquet Waiter DURING the event? Give 4
Assists in seating the guests
Serves food
Takes and serves beverage orders
Attends to guest inquiries
Clears tables of soiled dishes
151. What are the specific duties of a Banquet Waiter AFTER the event? Give 4
Clears remaining dishes and brings to the dishwashing area
Fold stackable chairs and tables
Pick up soiled lines
Clears the area
Check all area
152. What are the table appointments needed in Filipino Breakfast set up?
Dinner plate, Dinner Knife, Dinner Spoon, Dinner Fork, Water goblet, Coffee cup and saucer,
teaspoon and Table Napkin
153. What are the table appointments you can find in Russian set up but not in French set
up?
Champagne Glass, Sherry Glass, escargot or snail fork
154. What are the table appointments you can find in Formal set up but not in
Informal/casual set up?
Salt and pepper shaker, dessert fork and dessert spoon, and additional wine glass.
155. Styles of Table Set –Up. Give 6
Russian French American Breakfast Informal Formal
Basic Filipino
156. What do you mean by “Smiling Body Language”?
Pleasant disposition demonstrated through smile, body language, eye contact which
expresses warmth and friendly service.
157. What are the 3 types of Breakfast Menus
Continental Breakfast
American Break fast
Full English Break fast
158. What should be avoided while delivering the food in room service orders? Give 3
Knocking fast or angrily
Not asking for permission to enter the room
Asking for tip
 Overly gazing things inside the room
Too chatty to guests or being too comfortable
159. Types of linens. Give 3
Table Napkin
Table cloth
Table runner
Table skirt
Silence cloth
160. What are the DINNERWARES used in Russian Set-up?
Base plate, Dinner Plate, Fish Plate, Salad Plate, soup cup and saucer, Bread and Butter plate.
161. What are the GLASS WARES used in Russian Set-up?
Water goblet, white wine glass, red wine glass, sherry or cordial glass, Champagne Glass
162. How would you sell or merchandise a simple glass of orange juice to a guest?
Use descriptive words such as light and refreshing, iced cold, fresh.
163. How do you know if the guest is satisfied with your service?
With positive feedback
164. Kinds of Room Service Menus
Door Knob Menu
Side table Menu
Electronic Menu
165. How do you take Room Service Order using the telephone?
Greet the customer after picking up the phone
Write down the Order
Ask for the name of the caller, the room number, time of delivery, numbers of orders, guest
preference regarding the order
Repeat the order.
166. Steps in DELIVERY OF ROOM SERVICE ORDERS
Knock on the door or buzz and state room service
Greet the guest and ask if you can come in
Leave the door opened unless told to close.
Ask where you would place the order
Set up the order and state each food order
Offer additional service
Present the bill
Get the payment
Thank the guest and part with more information about the clearing of soiled dishes.
167. What is VINTAGE?
The year that the grapes are harvested to make wine
168. What does the word COVER means in table service?
The space given to each customer in a table, where all utensils are placed.
169. Why perfumes are not allowed in food service personnel?
It may contaminate the food and affect the overall experience of the guests.
170. Styles and pleats in Table skirting. Give 6
Single pleats Arrow Double pleats Knife pleats ribbon diamond rose flower
Buds or rose bud scallop