1.

Five key details to check in reservations:

• Guest name and contact information
• Date, time, and number of guests
• Special requests (dietary restrictions, seating preferences)
• Payment method or deposit confirmation
• Reservation status (confirmed, canceled, or modified)
2. Mise-en-place includes:
• Setting tables with cutlery, glassware, and napkins
• Preparing condiments and garnishes
• Checking and polishing silverware and glassware
• Stocking up service stations with necessary items
• Ensuring cleanliness and order in the dining area
3. Eight areas to check for cleanliness before service:
• Dining tables and chairs
• Cutlery, plates, and glassware
• Floors and carpets
• Restrooms
• Entryway and reception area
• Service stations and trays
• Bar area
• Lighting fixtures and decor
4. Key difference between ‘à la carte’ and ‘table d’hôte’ menus:
• À la carte: Dishes are individually priced, and guests choose items
separately.
• Table d’hôte: A set menu with a fixed price that includes multiple
courses.
5. Techniques to welcome guests and make them feel comfortable:
• Greet guests warmly with a smile and eye contact
• Use polite and professional language
• Offer assistance with seating and carrying belongings
• Provide menu recommendations and ask about dietary needs
• Ensure the ambiance is pleasant and welcoming
6. Special needs to address when welcoming a customer:
• Accessibility requirements (wheelchair access, seating
preferences)
• Dietary restrictions or allergies
• Language preferences (providing multilingual menus if available)
• Assistance for elderly or children
• Religious or cultural considerations
7. Activities associated with presenting menus and drinks lists:
• Presenting the menu politely and explaining special dishes
• Recommending popular or seasonal items
• Offering assistance with dietary choices
 • Ensuring menus and drink lists are clean and updated
8. Importance of upselling in hotel/restaurant operations:
• Increases revenue and profits
• Enhances the dining experience for guests
• Promotes specialty dishes and premium beverages
• Helps manage food inventory efficiently
• Encourages guest loyalty through better service
9. Factors to check when collecting food from the kitchen:
• Correct dish according to order
• Proper plating and presentation
• Temperature of the food
• Completeness of the order (sides, sauces, garnishes)
• Dietary requirements or special requests
10. Process of adjusting cutlery:

• Ensure the right cutlery is placed for the meal type

• Align utensils properly on the table
• Adjust cutlery based on the guest’s meal choice
• Ensure cutlery is clean and polished

11. Correct temperature for serving red wine:

• Typically between 12°C - 18°C (54°F - 64°F) depending on the type

of red wine.

12. ‘3-minute check’:

• A follow-up visit to the table three minutes after serving food to

ensure guest satisfaction.

13. Items that can be replenished during the ‘3-minute check’:

• Water and beverages

• Bread or side dishes
• Sauces and condiments
• Napkins or cutlery

14. Options to resolve food-related complaints during the three-minute check:

• Apologize and listen to the concern

• Offer to replace or correct the dish
• Provide a suitable alternative or a small complimentary item
• Notify the kitchen and manager if necessary
15. Steps to take when a guest complains:

• Listen attentively without interrupting

• Apologize sincerely and show empathy
• Offer a solution or alternative
• Follow up to ensure satisfaction

16. Handling guests with allergy restrictions:

• Confirm dietary needs with the guest and kitchen

• Avoid cross-contamination
• Provide accurate information about ingredients
• Offer safe menu alternatives

17. Handling intoxicated guests requesting more alcohol:

• Politely refuse service following legal guidelines

• Offer non-alcoholic beverages or food
• Inform a manager if needed
• Ensure the guest gets home safely (offer taxi service if necessary)

18. Assistance provided when customers leave a table:

• Offering to call a taxi or provide valet service

• Assisting with coats or bags
• Thanking them and inviting them back

19. Examples of ‘end of service’ assistance:

• Clearing the table efficiently

• Presenting the bill promptly
• Asking if they need anything else
• Saying a polite farewell

20. Common methods to settle accounts:

• Cash payment
• Credit/debit card
• Mobile payment (Apple Pay, Google Pay)
• Room charge (for hotel guests)

21. Different styles of banquet setups:

• Theater style: Rows of chairs facing a stage

 • Classroom style: Tables with chairs facing a speaker
• Banquet style: Round tables for dining
• Cocktail style: Standing tables for networking
• U-shape style: Tables arranged in a U shape for discussions

22. Avoiding room service mistakes:

• Double-check the order before leaving the kitchen

• Verify room number and guest name
• Ensure food presentation is intact
• Confirm special requests are fulfilled

23. ‘Door Knob’ menu:

• A menu card that guests can hang on their hotel room door to
pre-order breakfast for the next morning.

24. Standard amenities set on a breakfast tray/trolley:

• Freshly brewed coffee or tea

• Juice or milk
• Bread, butter, and jams
• Cutlery and napkins
• Condiments (sugar, salt, pepper)

25. What to do upon reaching the guest room for room service:

• Knock and announce room service

• Wait for permission before entering
• Confirm the order with the guest

26. What to do upon entering the guest room for room service:

• Greet the guest politely

• Set the food and drink neatly on a table
• Confirm that everything is correct
• Ask if they need any additional service