Creating a Welcoming Atmosphere
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Questions and Answers

True or false: The host/hostess is responsible for setting the tone for the dining experience.

True

True or false: The host/hostess should greet all incoming guests with a warm, genuine smile.

True

True or false: The host/hostess is the first and last person the guest will encounter at the restaurant.

True

True or false: Teamwork is not important for the host/hostess role.

<p>False</p> Signup and view all the answers

True or false: A team must follow certain fundamental principles for it to function effectively?

<p>True</p> Signup and view all the answers

True or false: Smiling is a big part of hospitality and a basic customer service skill set?

<p>True</p> Signup and view all the answers

True or false: Guests are always watching, so it is important to always look organized and happy?

<p>True</p> Signup and view all the answers

True or false: The greeting is the guest's first impression of the restaurant?

<p>True</p> Signup and view all the answers

True or false: When greeting guests, it is recommended to use their names whenever possible.

<p>True</p> Signup and view all the answers

True or false: Communication is primarily about the words used in a conversation.

<p>False</p> Signup and view all the answers

True or false: Answering the telephone is the responsibility of the host.

<p>True</p> Signup and view all the answers

True or false: When a guest calls to complain, it is important to be empathetic and try to solve the problem.

<p>True</p> Signup and view all the answers

True or false: The wine corkage fee is $35 for the first bottle and $75 for the second bottle not from their list.

<p>True</p> Signup and view all the answers

True or false: Tables are set with small plates, silverware, small water glasses, pepper shakers, and olive oil.

<p>True</p> Signup and view all the answers

True or false: Specific tables can be adjusted to accommodate large parties in the dining room.

<p>True</p> Signup and view all the answers

True or false: The restaurant guarantees specific tables or seating preferences for guests.

<p>False</p> Signup and view all the answers

True or false: It is important to end a call with a positive closing line.

<p>True</p> Signup and view all the answers

True or false: When making a reservation, it is recommended to offer an alternative if the requested reservation cannot be accommodated.

<p>True</p> Signup and view all the answers

True or false: It is considered rude to put someone on hold without asking them first and waiting for their response.

<p>True</p> Signup and view all the answers

True or false: When handling guest complaints over the phone, it is best to gather as much information as possible before referring the guest to a manager.

<p>True</p> Signup and view all the answers

Which of the following is NOT included in the standard table setup?

<p>Pepper shakers and Olive Oil</p> Signup and view all the answers

What is the wine corkage fee for the second bottle not from their list?

<p>$75</p> Signup and view all the answers

What is the maximum party size that can be accommodated comfortably?

<p>10</p> Signup and view all the answers

What can the hostess do to help expedite the seating of new guests?

<p>Reset tables between seating</p> Signup and view all the answers

Which of the following is NOT a topic covered in the host training?

<p>Personal Appearance</p> Signup and view all the answers

What is the main responsibility of the host/hostess?

<p>Setting the tone for the dining experience</p> Signup and view all the answers

What is the recommended approach when handling guest complaints over the phone?

<p>Being empathetic and trying to solve the problem</p> Signup and view all the answers

Why is teamwork essential for the host/hostess role?

<p>To provide a memorable dining experience</p> Signup and view all the answers

Which of the following is NOT a specific job prerequisite for a host/hostess position?

<p>Having previous experience as a server</p> Signup and view all the answers

What is the recommended frequency for checking the bathrooms as a host/hostess?

<p>Every 30 minutes</p> Signup and view all the answers

What is the role of the host/hostess when walking throughout the restaurant?

<p>They should avoid getting in the way of servers or anyone carrying food</p> Signup and view all the answers

What is the importance of a genuine smile for an Osteria Tulia employee?

<p>It is a gesture understood in all societies and cultures</p> Signup and view all the answers

Which of the following is NOT a recommended closing line for a phone call?

<p>May I offer you a reservation tomorrow. We usually have more availability on _____.</p> Signup and view all the answers

What should you do if you need to place someone on hold during a phone call?

<p>Ask them if you can put them on hold, wait for their response, and then put them on hold.</p> Signup and view all the answers

What should you do if a guest calls to complain?

<p>Gather as much information as possible before referring the guest to a manager.</p> Signup and view all the answers

What should you know about the menu as a host?

<p>If there are gluten-free, vegan, or vegetarian options on all menus.</p> Signup and view all the answers

Which of the following is NOT a recommended hospitality word when greeting a guest who is checking in at the host stand?

<p>How may I help you.</p> Signup and view all the answers

What percentage of communication is attributed to body language, according?

<p>60%</p> Signup and view all the answers

What is the primary responsibility of the host/hostess when answering the telephone?

<p>To answer after a maximum of two rings.</p> Signup and view all the answers

What is the recommended approach when a guest calls to complain about something?

<p>Try to solve the guest's complaint.</p> Signup and view all the answers

What is the purpose of pronouncing the restaurant name correctly when answering the telephone?

<p>To establish credibility.</p> Signup and view all the answers

What is the wine corkage fee for the first bottle?

<p>$35</p> Signup and view all the answers

What is the wine corkage fee for the second bottle not from their list?

<p>$75</p> Signup and view all the answers

What tables can pop up to accommodate large parties?

<p>specific tables on the dining room floor</p> Signup and view all the answers

What is the maximum party size that can be accommodated comfortably?

<p>up to 10</p> Signup and view all the answers

What should the hostess do to help expedite the seating of new guests?

<p>reset tables between seating</p> Signup and view all the answers

What is included in the standard table setup?

<p>small plate, silverware, water glasses, pepper shakers, olive oil</p> Signup and view all the answers

What is the responsibility of the host/hostess?

<p>set tables, greet guests, seat guests</p> Signup and view all the answers

What can the hostess do to accommodate specific table preferences?

<p>put a request in the guest reservation note</p> Signup and view all the answers

What should guests be informed about to avoid issues upon arrival?

<p>the guarantee of specific tables or preferences</p> Signup and view all the answers

What should guests do if they have exceptions or special requests?

<p>contact management</p> Signup and view all the answers

Tables are set with the following: Small ______

<p>plate</p> Signup and view all the answers

We provide seating both indoors and on our outdoor ______

<p>patio</p> Signup and view all the answers

All exceptions will come from ______.

<p>management</p> Signup and view all the answers

On the dining room floor, specific tables can pop up to accommodate large ______.

<p>parties</p> Signup and view all the answers

We can accommodate party sizes up to 10 ______.

<p>comfortably</p> Signup and view all the answers

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