WorksheetsCulinary Arts 2 Customer Service Skills and Mangement Part 1
Total questions: 35
Worksheet time: 39mins
A host might ask the customer which question?
do you have a reservation?
may I take your plate?
what would you like to drink?
will you be paying cash or credit?
A mother and two young children are seated in Cynthia's section. What action would describe a Cynthia's role?
recommend menu items that are popular with young children
sit at the table and play with children while parents order
just stand at the table and wait until they decide what to order
wait longer than usual to take their order to give more time for decisions
A rushed guest is indecisive and is considering several sandwiches. The restaurant practices selling up. Which menu item should the server suggest?
The Rainy Day (grilled cheese and chips )for $2.35
Teen Special (burger, fries and a drink) for $3.75
Today's Special (burger, fries, drink, a la carte with a salad and large drink) for $4.80
The Sea Shore Special (fried seafood platter) for $11.99
Body language is what form of communication?
emotional
nonphysical
nonverbal
verbal
A food service worker should NOT work under which conditions?
feeling sluggish from lack of sleep
spending too much time on his/her feet
vomiting or running a fever
working with too little sleep
Avoiding empty-handed trips to and from the kitchen is an example of which service skill?
nonverbal communication
required job knowledge
teamwork
use of time and motion
Which responsibility belongs to the host?
calculating the bill
overall supervision of dining room
plate presentation
providing the customers with the menu
For which task is the busser responsible?
clearing the table then cleaning and resetting the table
selling the menu
receiving correct payment
thanking the customers for their patronage
What action should be taken to ensure good personal hygiene?
display appropriate nonverbal communication
show courtesy to customers and coworkers
use body deodorant daily
work only when healthy
A section or station might be assigned to which staff member?
cashier
chef
line cook
server
Which is MOST LIKELY to be considered a fine dining establishment?
restaurant on the top floor of a skyscraper
food court in a mall
neighborhood lunch counter
1950s themes diner
Selling the menu, knowing the ingredients and preparation methods of all beverage and food items, having good communication and interpersonal skills are the responsibilities of which staff members?
cooks
expediters
hosts
servers
Verbal communication require which skills?
expressing thoughts trough physical action
speaking clearly and loudly enough to be heard
understanding how to take a customer's order
writing a customer's check
A customer's favorable first impression may be determined by the:
average age of the staff
chef's years of experience
number of prep cooks
service staff's personal attire
In a fast food restaurant, a customer orders 4 double burgers and 4 shakes. The waitperson asks if he/she would like fries added to the order. What selling practice was used?
agreement of sales
display ordering
going for a tip
suggestive
A group of business people come in and tell their server, Ben, that they are in a hurry. What should Ben do?
only check back with them once, so as not to interrupt their meal
recommend slow-cooked items
recommend menu items that can be prepared quickly
rush the customers to make selections from the menu
Creating a good first impression of a food service establishment is the responsibility of which member of the service staff?
busser
cashier
host
server
What type of dining always offers excellent food, elegant decor, and superior service?
American service
casual dining
fine dining
theme restaurants
For what should the cashier thank the guests as they leave?
correct change
quick turnover
selection of the special
choosing the restaurant (patronage)
What might a member of the service staff do that would exhibit good nonverbal communication skills?
have a professional, pleasant tone of voice
speak clearly and loudly enough to be heard
stand attentively when taking orders
talk slowly enough that words do not run together
Why is it important that servers have good communication and interpersonal skills?
have the most contact with the customer
must read the menu to the guests
must greet the guests and seat them
resolve ordering conflicts at the table
Six guests arrive at the restaurant with reservations. What might the host use to determine where to seat the party?
lottery system
pager or buzzer
printed or computerized chart
suggestions from the wait staff
How can personal health best be achieved by members of the service staff?
displaying a positive attitude
getting plenty of rest and exercise
wearing clean aprons
wearing hair restraints
A paper might be provided to the customer by the host in which situation?
the customer is expecting a call on his/her cell phone
the customer is expecting more members of his/her party to arrive
there is a waiting list for the tables
the host should give a 5 minute notice before customer's food is ready.
Which member of the staff generally welcomes the customer FIRST?
back of the house manager
busser
garde-manger
host
Which is an example of saving time and motion?
carrying plates two at a time rather than putting three of four plates on a tray
pouring water at one table, going back to the kitchen, and then pouring water at another table
refilling all of the salt shakers on the tables first then refilling the pepper shakers
using a cart to move all items from the kitchen to the dining room, to refill condiments
What might the host provide to the customer in the event of a wait for tables?
magazine
newspaper
pager
stopwatch
A positive attitude is exhibited by which action?
engaging in personal conversation with fellow coworkers in the dining room
ignoring an angry customer to avoid a confrontation
practicing personal cleanliness when dealing with the general public
serving a difficult customer without being visibly upset
Knowing which tables are empty and which are occupied would be the responsibility of which staff member?
bussser
cashier
host
server
How do customers show their loyalty to a particular restaurant?
returning repeatedly (patronage)
ordering a hearty soup
smiling at the host as they arrive
leaving a large tip for the server
The cashier or the server might be responsible for which task?
clearing the table
receiving payment and making change
scheduling the back of the house staff
selling the menu
What do printed or computerized charts tell the host when seating guests?
how long the guests will be seated
how long the wait will be
which orders were placed first
which tables are empty and which are occupied
Keeping the service station stocked and keeping the dining room tidy are the responsibilities of which member of the service staff?
busser
dishwasher
host
prep cook
Which responsibility belongs to the host?
bussing tables
leading the guests to the table
selling the menu
serving bread and water to the guests as soon as they are seated
Which is the BEST menu suggestion for someone on a diet?
meatloaf and mashed potatoes
sausage and cheese pizza
grilled salmon salad with light vinegrette
club sandwich with chips
