Food and Beverage Services - First Semester (2nd Periodical)
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Questions and Answers

Which of the following is NOT included in the account docket/bill for room service?

  • Number of guests (correct)
  • Registered guest name
  • Delivery time/date
  • Room number

    • What is the purpose of checking the room number and guest name against the list of In-House guests?

  • To determine the delivery fee
  • To confirm the payment method
  • To ensure accurate delivery of the order (correct)
  • To calculate any surcharges

    • What should room service staff do if a guest pays with cash?

  • Thank the guest for their payment
  • Check the amount tendered covers the account total
  • Record the payment and issue a receipt
  • All of the above (correct)

    • When presenting the account, why is it important to ask the customer for their signature?

    <p>To validate that the charged amount has been paid</p> Signup and view all the answers

    What should room service staff do if the customer pays with cash and requires change?

    <p>Return to the customer's room with the change</p> Signup and view all the answers

    Which of the following is NOT included in the room service account docket/bill?

    <p>Number of guests</p> Signup and view all the answers

    What is the purpose of checking the details of the account in the kitchen before delivering the tray/trolley?

    <p>To ensure only what is delivered is charged for</p> Signup and view all the answers

    What should room service staff do if a customer decides they don't want a dish after seeing it?

    <p>Deduct the cost of the dish from the account</p> Signup and view all the answers

    Why is it important to ask the customer for their signature when presenting the account?

    <p>To verify that the food and beverage were received</p> Signup and view all the answers

    What should room service staff do if a customer pays with cash and requires change?

    <p>Inform the customer that change will be returned on the next delivery run</p> Signup and view all the answers

    Which of the following is NOT a step in the process of presenting a room service account to a guest?

    <p>Checking the accuracy of the account in the kitchen</p> Signup and view all the answers

    What should room service staff do if a customer decides they don't want a dish after seeing it?

    <p>Deduct the cost of the dish from the account</p> Signup and view all the answers

    Why is it important to ask the customer for their signature when presenting the account?

    <p>To verify that the charged amount has been paid</p> Signup and view all the answers

    Which department does Room Service staff work in coordination with?

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

    What should Room Service staff do if the items delivered are not there when clearing a tray/trolley?

    <p>Report it to housekeeping</p> Signup and view all the answers

    In addition to clearing room service trays and trolleys, what other duties may Room Service staff have?

    <p>Collecting breakfast menus from doorknobs</p> Signup and view all the answers

    What should Room Service staff do with dirty linen?

    <p>Send it to the laundry department</p> Signup and view all the answers

    Why is it important for Room Service staff to coordinate with other departments?

    <p>To ensure efficient service delivery</p> Signup and view all the answers

    Which of the following is NOT a task that Room Service staff may have in addition to clearing room service trays and trolleys?

    <p>Delivering special items of food or beverage</p> Signup and view all the answers

    What is the recommended practice if the items delivered are not there when clearing a tray/trolley?

    <p>Leave the tray/trolley as is and report it to housekeeping</p> Signup and view all the answers

    When should Room Service staff return the trays and trolleys to the room service area?

    <p>After dismantling, cleaning, and resetting</p> Signup and view all the answers

    In addition to coordinating with other departments, when might Room Service staff be required to staff a Poolside bar and food service area?

    <p>During summer period in resorts</p> Signup and view all the answers

    Why might Room Service staff need to remove alcoholic beverages from the room?

    <p>To comply with religious requirements</p> Signup and view all the answers

    Which of the following is NOT a task that Room Service staff may have in addition to clearing room service trays and trolleys?

    <p>Coordinating with Porters in the delivery of mail</p> Signup and view all the answers

    What is the recommended practice if the items delivered are not there when clearing a tray/trolley?

    <p>Report to housekeeping staff</p> Signup and view all the answers

    When should Room Service staff return the trays and trolleys to the room service area?

    <p>Immediately after clearing the items</p> Signup and view all the answers

    Which of the following is NOT a type of guest complaint mentioned in the text?

    <p>Product-Related Complaints</p> Signup and view all the answers

    What percentage of unhappy customers' complaints are received by the firm, according to the text?

    <p>37%</p> Signup and view all the answers

    What is the potential result of a well-handled complaint, according to the text?

    <p>Increase in the possibility of the guest coming back in the future</p> Signup and view all the answers

    What is the potential result of a poor-handled complaint, according to the text?

    <p>Loss of customers</p> Signup and view all the answers

    What is the main takeaway about customer complaints from the text?

    <p>Solving the problem is more important than knowing who is right</p> Signup and view all the answers

    Which of the following is NOT a common reason for guest complaints mentioned in the text?

    <p>Too much noise</p> Signup and view all the answers

    What percentage of unhappy customers' complaints are received by the firm, according to the text?

    <p>9% to 37%</p> Signup and view all the answers

    Which of the following is NOT a potential result of a well-handled complaint, according to the text?

    <p>Increase in the number of complaints received</p> Signup and view all the answers

    Which type of guest complaint is associated with equipment malfunction, according to the text?

    <p>Mechanical Complaints</p> Signup and view all the answers

    What is the main takeaway about customer complaints from the text?

    <p>Customer complaints can drive customers away</p> Signup and view all the answers

    Which of the following is NOT a type of guest complaint mentioned in the text?

    <p>Product-Related Complaints</p> Signup and view all the answers

    What is the main reason why some unhappy customers do not bother to complain, according to the text?

    <p>They think no one will give them concern and time to take action on their complaint</p> Signup and view all the answers

    What is the potential result of a well-handled complaint, according to the text?

    <p>Increase in knowledge regarding the guest's needs</p> Signup and view all the answers

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