Standard Operating Procedure Quiz
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Questions and Answers

What is the main purpose of the Standard Operating Procedure (SOP) described in the text?

  • To outline the procedures for property management
  • To document the approval process for new policies
  • To establish policies for the Food & Beverage department
  • To provide training and ensure relevancy of procedures (correct)

    • What is the primary attitude that (waiters) should have towards guests according to the SOP?

  • Efficient and task-oriented
  • Formal and professional
  • Attentive and anticipatory
  • Friendly and engaging (correct)

    • What should (waiters) do if a guest shows signs of dissatisfaction?

  • Apologize and offer a complimentary dessert
  • Ask open and closed questions to determine the source of dissatisfaction (correct)
  • Inform the manager and let them handle the situation
  • Politely ask the guest to leave and not return to the establishment

    • What should (waiters) do throughout the service?

    <p>Be friendly but not intrusive</p> Signup and view all the answers

    What should a Connector/Manager/Supervisor do to demonstrate personalized service?

    <p>Visit each table at least once during the meal to check guest satisfaction</p> Signup and view all the answers

    What should the waiters always do when engaging with guests?

    <p>Greet guests with a warm smile and friendly words</p> Signup and view all the answers

    What should Heartists be throughout the service?

    <p>Efficient, flexible, and anticipate guest needs</p> Signup and view all the answers

    What should a Connector/Manager/Supervisor do at the conclusion of the meal?

    <p>Offer additional service and verify guest satisfaction</p> Signup and view all the answers

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