Podcast
Questions and Answers
Which of the following clothing items is NOT allowed to be worn at work?
Which of the following clothing items is NOT allowed to be worn at work?
What should be done with drinks at the front desk?
What should be done with drinks at the front desk?
What should be done if you are running late to work?
What should be done if you are running late to work?
What is the preferred attitude for the front desk staff?
What is the preferred attitude for the front desk staff?
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What is the expected verbiage when checking in guests?
What is the expected verbiage when checking in guests?
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What is expected to be said when a guest departs the building?
What is expected to be said when a guest departs the building?
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How often should the bathrooms be checked?
How often should the bathrooms be checked?
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What is the preferred length for skirts and dresses?
What is the preferred length for skirts and dresses?
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What is the recommended type of cup to bring for drinks?
What is the recommended type of cup to bring for drinks?
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What is the policy for eating at the host stand?
What is the policy for eating at the host stand?
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What should be done if you cannot make it to your scheduled shift?
What should be done if you cannot make it to your scheduled shift?
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What is the preferred attitude for front desk staff?
What is the preferred attitude for front desk staff?
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What is the policy for using phones at the front desk?
What is the policy for using phones at the front desk?
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How often should the wastebasket be tidied?
How often should the wastebasket be tidied?
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What should be done during downtime at the front desk?
What should be done during downtime at the front desk?
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What is the expected verbiage when checking in guests?
What is the expected verbiage when checking in guests?
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What is the preferred attitude for front desk staff?
What is the preferred attitude for front desk staff?
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How often should the bathrooms be checked?
How often should the bathrooms be checked?
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What should be done if front desk staff cannot check the restrooms?
What should be done if front desk staff cannot check the restrooms?
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What phrases are expected to be said when a guest departs the building?
What phrases are expected to be said when a guest departs the building?
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What action should be avoided when addressing guests at the front desk?
What action should be avoided when addressing guests at the front desk?
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What should be done to make guests feel welcome when they enter the dining room?
What should be done to make guests feel welcome when they enter the dining room?
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What phrase should be used instead of 'Do you wanna'?
What phrase should be used instead of 'Do you wanna'?
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What should be avoided when a guest approaches the front desk?
What should be avoided when a guest approaches the front desk?
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What should be done to ensure the restroom is in good condition?
What should be done to ensure the restroom is in good condition?
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Remember to tidy your ______ at the beginning of every shift
Remember to tidy your ______ at the beginning of every shift
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Checkout should be conducted at the end of every ______, both afternoon and evening
Checkout should be conducted at the end of every ______, both afternoon and evening
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Please regularly use your downtime to ______ on and around the items on the counter and shelves
Please regularly use your downtime to ______ on and around the items on the counter and shelves
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Menus need to be regularly cleaned and ______
Menus need to be regularly cleaned and ______
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If you are the board runner for the shift you should be checking ______ at the beginning of every shift and act accordingly
If you are the board runner for the shift you should be checking ______ at the beginning of every shift and act accordingly
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Dress code Please no yoga pants, sweatpants, leggings or ______
Dress code Please no yoga pants, sweatpants, leggings or ______
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Please no camo, racing ______ etc.
Please no camo, racing ______ etc.
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Any clothing worn should be free of ______, holes, or tears
Any clothing worn should be free of ______, holes, or tears
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Dresses are encouraged Jeans are acceptable if they are ______ or a solid color (such as black or white)
Dresses are encouraged Jeans are acceptable if they are ______ or a solid color (such as black or white)
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Skirts are acceptable-dresses and skirts should be no shorter than 2 inches above the ______
Skirts are acceptable-dresses and skirts should be no shorter than 2 inches above the ______
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Please avoid ______, leaning, or sitting.
Please avoid ______, leaning, or sitting.
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Avoid addressing guests with ______ arms.
Avoid addressing guests with ______ arms.
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You are the first to welcome each guest as they ______ the dining room.
You are the first to welcome each guest as they ______ the dining room.
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Give them a genuine ______ and say 'Good evening. Welcome. How are you.'
Give them a genuine ______ and say 'Good evening. Welcome. How are you.'
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This will be the expected ______ when checking in guests.
This will be the expected ______ when checking in guests.
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By leading with 'walking in' we assure guests that have not made a ______ that we are happy to have them with us.
By leading with 'walking in' we assure guests that have not made a ______ that we are happy to have them with us.
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Try to avoid the phrase 'Do you ______' -Instead, use 'Would you like'
Try to avoid the phrase 'Do you ______' -Instead, use 'Would you like'
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Upon departure guests should feel like we are genuinely ______ for their business.
Upon departure guests should feel like we are genuinely ______ for their business.
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Phrases like: 'Thank you for ______' 'Have a wonderful afternoon/evening' are expected to be said when a guest departs the building.
Phrases like: 'Thank you for ______' 'Have a wonderful afternoon/evening' are expected to be said when a guest departs the building.
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Please check the ______ every 20 - 30 mins.
Please check the ______ every 20 - 30 mins.
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Always arrive in proper ______.
Always arrive in proper ______.
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A smile is the universal gesture of ______ of another.
A smile is the universal gesture of ______ of another.
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Your ______ and attitude are essential.
Your ______ and attitude are essential.
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You are to consistently check the ______ approximately every 30 minutes.
You are to consistently check the ______ approximately every 30 minutes.
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Greet every guest upon ______ and offer assistance.
Greet every guest upon ______ and offer assistance.
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Tables are set with the following: Small plate Silverware: Fork and ______, or Roll-ups Small water glasses Pepper shakers and Olive Oil
Tables are set with the following: Small plate Silverware: Fork and ______, or Roll-ups Small water glasses Pepper shakers and Olive Oil
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We provide seating both indoors and on our outdoor ______. We do not guarantee specific tables or preferences. We can put a request in the guest reservation note and seat based on availability
We provide seating both indoors and on our outdoor ______. We do not guarantee specific tables or preferences. We can put a request in the guest reservation note and seat based on availability
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All exceptions will come from ______.
All exceptions will come from ______.
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On the dining room floor, specific tables can pop up to accommodate large ______. We can accommodate party sizes up to 10 comfortably. Because the size of each table varies, you must always be smart with your choices when setting up for any large ______.
On the dining room floor, specific tables can pop up to accommodate large ______. We can accommodate party sizes up to 10 comfortably. Because the size of each table varies, you must always be smart with your choices when setting up for any large ______.
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Please note that you will be tested on the ______ plan.
Please note that you will be tested on the ______ plan.
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Answering the telephone is the responsibility of the ______.
Answering the telephone is the responsibility of the ______.
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When greeting guests, try to use their ______ whenever possible.
When greeting guests, try to use their ______ whenever possible.
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Stand up ______, do not make the guest approach you.
Stand up ______, do not make the guest approach you.
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Hospitality is the ______ between a guest and a host or the practice of being hospitable.
Hospitality is the ______ between a guest and a host or the practice of being hospitable.
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An Osteria in Italy is a place that serves wine and simple food, with emphasis on local specialties such as pasta and grilled ______ or fish.
An Osteria in Italy is a place that serves wine and simple food, with emphasis on local specialties such as pasta and grilled ______ or fish.
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Always end your conversations on a positive note. When making a reservation, if you cannot accommodate their request, offer an alternative. 'In case we have a cancellation, may I take your information. I will call you as soon as possible if we have any tables open up.' Thank them very much, and apologize for the inconvenience. Or you might say, 'May I offer you a reservation tomorrow. We usually have more availability on _____.'
Always end your conversations on a positive note. When making a reservation, if you cannot accommodate their request, offer an alternative. 'In case we have a cancellation, may I take your information. I will call you as soon as possible if we have any tables open up.' Thank them very much, and apologize for the inconvenience. Or you might say, 'May I offer you a reservation tomorrow. We usually have more availability on _____.'
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After you have ironed out whether or not they will be making a reservation, go ahead and add it to the reservation system but before hanging up, ask the following questions: 10 Is this a special occasion, anniversary, or birthday. Are there any dietary restrictions or allergies of which we should be aware. Are there any children included in your party that will need a high Chair. Add any particular notes/requests/preferences to the reservation notes area.
After you have ironed out whether or not they will be making a reservation, go ahead and add it to the reservation system but before hanging up, ask the following questions: 10 Is this a special occasion, anniversary, or birthday. Are there any dietary restrictions or allergies of which we should be aware. Are there any children included in your party that will need a high Chair. Add any particular notes/requests/preferences to the reservation notes area.
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If you must place someone on hold: 'Hi, thank you for calling Osteria Tulia. May I please put you on a brief hold.' Wait for a response, don’t just hit the hold button. Say, 'Thank you, one moment please,' acknowledging their response to your question. Note: Putting someone on hold without asking them ahead of time AND waiting for a response is RUDE. DO NOT FORGET ABOUT THE GUEST ON HOLD. If you are busy, have someone else answer the phone. Don’t forget that WE ARE A TEAM.
If you must place someone on hold: 'Hi, thank you for calling Osteria Tulia. May I please put you on a brief hold.' Wait for a response, don’t just hit the hold button. Say, 'Thank you, one moment please,' acknowledging their response to your question. Note: Putting someone on hold without asking them ahead of time AND waiting for a response is RUDE. DO NOT FORGET ABOUT THE GUEST ON HOLD. If you are busy, have someone else answer the phone. Don’t forget that WE ARE A TEAM.
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Taking a guest cancellation call: Guest: 'Hi, I have a reservation tonight at 6:30 that I need to cancel.' You: 'Okay, no problem. What is the last name.' Guest: 'Lucy' You: 'Okay, I will cancel that for you. Can I make a reservation for a future dining experience with us.' Or you can end the call with, 'We hope to see you soon. Have a great day [or evening].'
Taking a guest cancellation call: Guest: 'Hi, I have a reservation tonight at 6:30 that I need to cancel.' You: 'Okay, no problem. What is the last name.' Guest: 'Lucy' You: 'Okay, I will cancel that for you. Can I make a reservation for a future dining experience with us.' Or you can end the call with, 'We hope to see you soon. Have a great day [or evening].'
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Handling Guest Complaints Over the Phone When a guest calls in and complains, we want to make sure we do our best to handle the situation swiftly and professionally. We never want to argue with the guest by any means. Always refer to your manager to deal with guests' complaints, but before doing so, you should gather as much information, if possible, to brief your manager. Start by asking the guest for their name, then the reason for their call. Most of the time, it’s something simple and can quickly be resolved, but there are moments when guests would instead go straight to a manager. So always ask for their phone number as well for a callback. Name. Number. Reason for your call. Any other detail to help expedite the process
Handling Guest Complaints Over the Phone When a guest calls in and complains, we want to make sure we do our best to handle the situation swiftly and professionally. We never want to argue with the guest by any means. Always refer to your manager to deal with guests' complaints, but before doing so, you should gather as much information, if possible, to brief your manager. Start by asking the guest for their name, then the reason for their call. Most of the time, it’s something simple and can quickly be resolved, but there are moments when guests would instead go straight to a manager. So always ask for their phone number as well for a callback. Name. Number. Reason for your call. Any other detail to help expedite the process
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Your training will familiarize you with the standards and practices that we have established at Osteria Tulia. We want to show our guests the utmost courtesy and professionalism and provide them with an experience they will remember. Because you are the first person a guest sees, greet them with a ______.
Your training will familiarize you with the standards and practices that we have established at Osteria Tulia. We want to show our guests the utmost courtesy and professionalism and provide them with an experience they will remember. Because you are the first person a guest sees, greet them with a ______.
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You are also the last person the guest will encounter as the host. When a guest departs, they should be thanked and invited back. Give the guest a positive last impression of our ______.
You are also the last person the guest will encounter as the host. When a guest departs, they should be thanked and invited back. Give the guest a positive last impression of our ______.
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Hiring and training hospitable staff is the most critical factor in providing a memorable dining experience. The host/hostess sets the tone for the dining experience. As a result, you must receive thorough ______. This training will familiarize you with the standards and practices that we have established at Osteria Tulia.
Hiring and training hospitable staff is the most critical factor in providing a memorable dining experience. The host/hostess sets the tone for the dining experience. As a result, you must receive thorough ______. This training will familiarize you with the standards and practices that we have established at Osteria Tulia.
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By leading with 'walking in' we assure guests that have not made a ______ that we are happy to have them with us.
By leading with 'walking in' we assure guests that have not made a ______ that we are happy to have them with us.
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Skirts are acceptable-dresses and skirts should be no shorter than 2 inches above the ______.
Skirts are acceptable-dresses and skirts should be no shorter than 2 inches above the ______.
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Which day of the week do the weekly specials start and end?
Which day of the week do the weekly specials start and end?
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What is the wine corkage fee for the second bottle not from the restaurant's list?
What is the wine corkage fee for the second bottle not from the restaurant's list?
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How many tables can the restaurant accommodate for large parties?
How many tables can the restaurant accommodate for large parties?
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What items are set on the tables in the restaurant?
What items are set on the tables in the restaurant?
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Which of the following is NOT a fundamental principle for a team to function effectively?
Which of the following is NOT a fundamental principle for a team to function effectively?
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What is the name of the company mentioned in the text?
What is the name of the company mentioned in the text?
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What is the training requirement for new restaurant employees at Osteria Tulia?
What is the training requirement for new restaurant employees at Osteria Tulia?
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What is the guest's first impression of the restaurant?
What is the guest's first impression of the restaurant?
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Which of the following is NOT a recommended hospitality word when greeting a guest who is checking in at the host stand?
Which of the following is NOT a recommended hospitality word when greeting a guest who is checking in at the host stand?
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What percentage of communication is attributed to body language, according to the text?
What percentage of communication is attributed to body language, according to the text?
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What is the recommended response when a guest asks a question for which you don't have an answer?
What is the recommended response when a guest asks a question for which you don't have an answer?
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What is the recommended phrase to use when transferring a guest to a different department?
What is the recommended phrase to use when transferring a guest to a different department?
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What is the role of the host/hostess in providing a memorable dining experience at Osteria Tulia?
What is the role of the host/hostess in providing a memorable dining experience at Osteria Tulia?
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What should the host/hostess do when a guest calls in with a complaint?
What should the host/hostess do when a guest calls in with a complaint?
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What is the proper way to handle guest reservations at Osteria Tulia?
What is the proper way to handle guest reservations at Osteria Tulia?
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What is the recommended attitude for front desk staff at Osteria Tulia?
What is the recommended attitude for front desk staff at Osteria Tulia?
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Which of the following is NOT a recommended way to wrap up a phone call with a guest?
Which of the following is NOT a recommended way to wrap up a phone call with a guest?
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When making a reservation, if you cannot accommodate the guest's request, what should you do?
When making a reservation, if you cannot accommodate the guest's request, what should you do?
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What should you do if you need to place a guest on hold during a phone call?
What should you do if you need to place a guest on hold during a phone call?
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What should you do if a guest calls to cancel their reservation?
What should you do if a guest calls to cancel their reservation?
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According to the text/video, which of the following is true?
According to the text/video, which of the following is true?
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What is the role of the host/hostess in providing a memorable dining experience at Osteria Tulia?
What is the role of the host/hostess in providing a memorable dining experience at Osteria Tulia?
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What should be done if a guest calls to cancel their reservation?
What should be done if a guest calls to cancel their reservation?
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What should be done during downtime at the front desk?
What should be done during downtime at the front desk?
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What is the preferred attitude for front desk staff?
What is the preferred attitude for front desk staff?
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What should be done with drinks at the front desk?
What should be done with drinks at the front desk?
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What is the training requirement for new restaurant employees at Osteria Tulia?
What is the training requirement for new restaurant employees at Osteria Tulia?
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Which day of the week do the weekly specials at Osteria Tulia come out?
Which day of the week do the weekly specials at Osteria Tulia come out?
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What is the wine corkage fee for the second bottle not from Osteria Tulia's list?
What is the wine corkage fee for the second bottle not from Osteria Tulia's list?
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What items are included in the table set up at Osteria Tulia?
What items are included in the table set up at Osteria Tulia?
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What is the maximum party size that Osteria Tulia can accommodate comfortably?
What is the maximum party size that Osteria Tulia can accommodate comfortably?
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What should a host/hostess do when a guest calls in with a complaint?
What should a host/hostess do when a guest calls in with a complaint?
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What is the recommended phrase to use when transferring a guest to a different department?
What is the recommended phrase to use when transferring a guest to a different department?
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Which of the following is NOT a recommended step for wrapping up a call with a guest?
Which of the following is NOT a recommended step for wrapping up a call with a guest?
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What should you do if you need to place a guest on hold during a phone call?
What should you do if you need to place a guest on hold during a phone call?
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What should you do when handling a guest complaint over the phone?
What should you do when handling a guest complaint over the phone?
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What menu knowledge should a host/hostess have?
What menu knowledge should a host/hostess have?
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What is the purpose of updating the menu board in front of the restaurant?
What is the purpose of updating the menu board in front of the restaurant?
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What should be done if front desk staff cannot check the restrooms?
What should be done if front desk staff cannot check the restrooms?
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Which of the following is NOT a specific job prerequisite for working at Osteria Tulia?
Which of the following is NOT a specific job prerequisite for working at Osteria Tulia?
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What is the training requirement for new restaurant employees at Osteria Tulia?
What is the training requirement for new restaurant employees at Osteria Tulia?
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What is the universal gesture of acceptance of another according to the text?
What is the universal gesture of acceptance of another according to the text?
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What should employees do if they need to step away from the front door for a minute?
What should employees do if they need to step away from the front door for a minute?
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What should employees do to ensure a clean and neat appearance of the restaurant?
What should employees do to ensure a clean and neat appearance of the restaurant?
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What should employees do when walking throughout the restaurant according to the text?
What should employees do when walking throughout the restaurant according to the text?
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