Mastering Professional Etiquette

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Which of the following clothing items is NOT allowed to be worn at work?

Dresses

Yoga pants

Leggings (correct)

Sweatpants

What should be done with drinks at the front desk?

They should be left out in the open

They should be covered (correct)

They should be shared with guests

They should be placed in the wastebasket

What should be done if you are running late to work?

Notify your manager on duty (correct)

Switch shifts with a coworker

Arrive early the next day

Don't notify anyone

What is the preferred attitude for the front desk staff?

Productive Signup and view all the answers

What is the expected verbiage when checking in guests?

"Are we walking in tonight or checking in with a reservation?" Signup and view all the answers

What is expected to be said when a guest departs the building?

"Thank you for coming" and "Have a wonderful afternoon/evening" Signup and view all the answers

How often should the bathrooms be checked?

Every 20 - 30 minutes Signup and view all the answers

What is the preferred length for skirts and dresses?

2 inches above the knee Signup and view all the answers

What is the recommended type of cup to bring for drinks?

Tumbler Signup and view all the answers

What is the policy for eating at the host stand?

No eating at all Signup and view all the answers

What should be done if you cannot make it to your scheduled shift?

Find someone to cover your shift Signup and view all the answers

What is the preferred attitude for front desk staff?

Friendly Signup and view all the answers

What is the policy for using phones at the front desk?

Phones should be put away Signup and view all the answers

How often should the wastebasket be tidied?

At the beginning and end of every shift Signup and view all the answers

What should be done during downtime at the front desk?

Dust the counter and shelves Signup and view all the answers

What is the expected verbiage when checking in guests?

Good evening. Welcome. How are you? Signup and view all the answers

What is the preferred attitude for front desk staff?

Friendly and welcoming Signup and view all the answers

How often should the bathrooms be checked?

Every 20 - 30 minutes Signup and view all the answers

What should be done if front desk staff cannot check the restrooms?

Ask a manager for help Signup and view all the answers

What phrases are expected to be said when a guest departs the building?

Thank you for coming. Have a wonderful afternoon/evening. Signup and view all the answers

What action should be avoided when addressing guests at the front desk?

Crossing arms Signup and view all the answers

What should be done to make guests feel welcome when they enter the dining room?

Give them a genuine smile Signup and view all the answers

What phrase should be used instead of 'Do you wanna'?

Would you like Signup and view all the answers

What should be avoided when a guest approaches the front desk?

Continuing a conversation Signup and view all the answers

What should be done to ensure the restroom is in good condition?

Check the stock, cleanliness, and trash level Signup and view all the answers

Remember to tidy your ______ at the beginning of every shift

wastebasket Signup and view all the answers

Checkout should be conducted at the end of every ______, both afternoon and evening

shift Signup and view all the answers

Please regularly use your downtime to ______ on and around the items on the counter and shelves

dust Signup and view all the answers

Menus need to be regularly cleaned and ______

sanitized Signup and view all the answers

If you are the board runner for the shift you should be checking ______ at the beginning of every shift and act accordingly

reservation notes Signup and view all the answers

Dress code Please no yoga pants, sweatpants, leggings or ______

bare midriffs Signup and view all the answers

Please no camo, racing ______ etc.

stripes Signup and view all the answers

Any clothing worn should be free of ______, holes, or tears

distress Signup and view all the answers

Dresses are encouraged Jeans are acceptable if they are ______ or a solid color (such as black or white)

dark Signup and view all the answers

Skirts are acceptable-dresses and skirts should be no shorter than 2 inches above the ______

knee Signup and view all the answers

Please avoid ______, leaning, or sitting.

slouching Signup and view all the answers

Avoid addressing guests with ______ arms.

crossed Signup and view all the answers

You are the first to welcome each guest as they ______ the dining room.

enter Signup and view all the answers

Give them a genuine ______ and say 'Good evening. Welcome. How are you.'

smile Signup and view all the answers

This will be the expected ______ when checking in guests.

verbiage Signup and view all the answers

By leading with 'walking in' we assure guests that have not made a ______ that we are happy to have them with us.

reservation Signup and view all the answers

Try to avoid the phrase 'Do you ______' -Instead, use 'Would you like'

wanna Signup and view all the answers

Upon departure guests should feel like we are genuinely ______ for their business.

grateful Signup and view all the answers

Phrases like: 'Thank you for ______' 'Have a wonderful afternoon/evening' are expected to be said when a guest departs the building.

coming Signup and view all the answers

Please check the ______ every 20 - 30 mins.

bathrooms Signup and view all the answers

Always arrive in proper ______.

attire Signup and view all the answers

A smile is the universal gesture of ______ of another.

acceptance Signup and view all the answers

Your ______ and attitude are essential.

appearance Signup and view all the answers

You are to consistently check the ______ approximately every 30 minutes.

bathrooms Signup and view all the answers

Greet every guest upon ______ and offer assistance.

arrival Signup and view all the answers

Tables are set with the following: Small plate Silverware: Fork and ______, or Roll-ups Small water glasses Pepper shakers and Olive Oil

Knives Signup and view all the answers

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

patio Signup and view all the answers

All exceptions will come from ______.

management Signup and view all the answers

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 .

parties Signup and view all the answers

Please note that you will be tested on the ______ plan.

floor Signup and view all the answers

Answering the telephone is the responsibility of the ______.

host Signup and view all the answers

When greeting guests, try to use their ______ whenever possible.

names Signup and view all the answers

Stand up ______, do not make the guest approach you.

front Signup and view all the answers

Hospitality is the ______ between a guest and a host or the practice of being hospitable.

relationship Signup and view all the answers

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.

meat Signup and view all the answers

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 _____.'

weekdays Signup and view all the answers

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.

Signup and view all the answers

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.

Signup and view all the answers

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].'

Signup and view all the answers

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

Signup and view all the answers

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 ______.

smile Signup and view all the answers

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 ______.

restaurant Signup and view all the answers

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.

training Signup and view all the answers

By leading with 'walking in' we assure guests that have not made a ______ that we are happy to have them with us.

reservation Signup and view all the answers

Skirts are acceptable-dresses and skirts should be no shorter than 2 inches above the ______.

knee Signup and view all the answers

Which day of the week do the weekly specials start and end?

Monday and Sunday Signup and view all the answers

What is the wine corkage fee for the second bottle not from the restaurant's list?

$75 Signup and view all the answers

How many tables can the restaurant accommodate for large parties?

Up to 10 Signup and view all the answers

What items are set on the tables in the restaurant?

Small plate and silverware Signup and view all the answers

Which of the following is NOT a fundamental principle for a team to function effectively?

Being well-groomed Signup and view all the answers

What is the name of the company mentioned in the text?

Campagna Hospitality Group Signup and view all the answers

What is the training requirement for new restaurant employees at Osteria Tulia?

All of the above Signup and view all the answers

What is the guest's first impression of the restaurant?

The greeting 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?

How may I help you. Signup and view all the answers

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

60% Signup and view all the answers

What is the recommended response when a guest asks a question for which you don't have an answer?

That's a great question. Let me go find out for you. Signup and view all the answers

What is the recommended phrase to use when transferring a guest to a different department?

Would you mind holding for a brief moment. Signup and view all the answers

What is the role of the host/hostess in providing a memorable dining experience at Osteria Tulia?

To greet guests with a warm smile Signup and view all the answers

What should the host/hostess do when a guest calls in with a complaint?

Ask for the guest's name and reason for the call Signup and view all the answers

What is the proper way to handle guest reservations at Osteria Tulia?

Seat guests based on availability Signup and view all the answers

What is the recommended attitude for front desk staff at Osteria Tulia?

Professionalism and courtesy Signup and view all the answers

Which of the following is NOT a recommended way to wrap up a phone call with a guest?

Hang up without saying anything. Signup and view all the answers

When making a reservation, if you cannot accommodate the guest's request, what should you do?

Offer an alternative date or time. Signup and view all the answers

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

Ask for their permission before putting them on hold. Signup and view all the answers

What should you do if a guest calls to cancel their reservation?

Offer them a future reservation. Signup and view all the answers

According to the text/video, which of the following is true?

This option is true Signup and view all the answers

What is the role of the host/hostess in providing a memorable dining experience at Osteria Tulia?

To greet guests with a warm smile Signup and view all the answers

What should be done if a guest calls to cancel their reservation?

Refer the guest to a manager Signup and view all the answers

What should be done during downtime at the front desk?

Gather information for a manager Signup and view all the answers

What is the preferred attitude for front desk staff?

Being courteous and professional Signup and view all the answers

What should be done with drinks at the front desk?

Keep drinks at the front desk Signup and view all the answers

What is the training requirement for new restaurant employees at Osteria Tulia?

Thorough training Signup and view all the answers

Which day of the week do the weekly specials at Osteria Tulia come out?

Monday Signup and view all the answers

What is the wine corkage fee for the second bottle not from Osteria Tulia's list?

$75 Signup and view all the answers

What items are included in the table set up at Osteria Tulia?

Small plate, silverware, and water glasses Signup and view all the answers

What is the maximum party size that Osteria Tulia can accommodate comfortably?

10 Signup and view all the answers

What should a host/hostess do when a guest calls in with a complaint?

Listen attentively and offer empathy Signup and view all the answers

What is the recommended phrase to use when transferring a guest to a different department?

"Please wait while I transfer you" Signup and view all the answers

Which of the following is NOT a recommended step for wrapping up a call with a guest?

Offering an alternative if you cannot accommodate their request Signup and view all the answers

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

Ask for their permission to put them on hold Signup and view all the answers

What should you do when handling a guest complaint over the phone?

Gather as much information as possible before referring to your manager Signup and view all the answers

What menu knowledge should a host/hostess have?

Know the menu items and ingredients Signup and view all the answers

What is the purpose of updating the menu board in front of the restaurant?

To provide accurate information to potential guests Signup and view all the answers

What should be done if front desk staff cannot check the restrooms?

Ask another staff member to check the restrooms Signup and view all the answers

Which of the following is NOT a specific job prerequisite for working at Osteria Tulia?

Being able to work under pressure Signup and view all the answers

What is the training requirement for new restaurant employees at Osteria Tulia?

Completing a training schedule and bringing training materials daily Signup and view all the answers

What is the universal gesture of acceptance of another according to the text?

A smile Signup and view all the answers

What should employees do if they need to step away from the front door for a minute?

Have someone cover them Signup and view all the answers

What should employees do to ensure a clean and neat appearance of the restaurant?

All of the above Signup and view all the answers

What should employees do when walking throughout the restaurant according to the text?

Always give way to both guests and servers Signup and view all the answers

Mastering Professional Etiquette

Podcast Beta

Questions and Answers

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 if you are running late to work?

What is the preferred attitude for the front desk staff?

What is the expected verbiage when checking in guests?

What is expected to be said when a guest departs the building?

How often should the bathrooms be checked?

What is the preferred length for skirts and dresses?

What is the recommended type of cup to bring for drinks?

What is the policy for eating at the host stand?

What should be done if you cannot make it to your scheduled shift?

What is the preferred attitude for front desk staff?

What is the policy for using phones at the front desk?

How often should the wastebasket be tidied?

What should be done during downtime at the front desk?

What is the expected verbiage when checking in guests?

What is the preferred attitude for front desk staff?

How often should the bathrooms be checked?

What should be done if front desk staff cannot check the restrooms?

What phrases are expected to be said when a guest departs the building?

What action should be avoided when addressing guests at the front desk?

What should be done to make guests feel welcome when they enter the dining room?

What phrase should be used instead of 'Do you wanna'?

What should be avoided when a guest approaches the front desk?

What should be done to ensure the restroom is in good condition?

Remember to tidy your ______ at the beginning of every shift

Checkout should be conducted at the end of every ______, both afternoon and evening

Please regularly use your downtime to ______ on and around the items on the counter and shelves

Menus need to be regularly cleaned and ______

If you are the board runner for the shift you should be checking ______ at the beginning of every shift and act accordingly

Dress code Please no yoga pants, sweatpants, leggings or ______

Please no camo, racing ______ etc.

Any clothing worn should be free of ______, holes, or tears

Dresses are encouraged Jeans are acceptable if they are ______ or a solid color (such as black or white)

Skirts are acceptable-dresses and skirts should be no shorter than 2 inches above the ______

Please avoid ______, leaning, or sitting.

Avoid addressing guests with ______ arms.

You are the first to welcome each guest as they ______ the dining room.

Give them a genuine ______ and say 'Good evening. Welcome. How are you.'

This will be the expected ______ when checking in guests.

By leading with 'walking in' we assure guests that have not made a ______ that we are happy to have them with us.

Try to avoid the phrase 'Do you ______' -Instead, use 'Would you like'

Upon departure guests should feel like we are genuinely ______ for their business.

Phrases like: 'Thank you for ______' 'Have a wonderful afternoon/evening' are expected to be said when a guest departs the building.

Please check the ______ every 20 - 30 mins.

Always arrive in proper ______.

A smile is the universal gesture of ______ of another.

Your ______ and attitude are essential.

You are to consistently check the ______ approximately every 30 minutes.

Greet every guest upon ______ and offer assistance.

Tables are set with the following: Small plate Silverware: Fork and ______, or Roll-ups Small water glasses Pepper shakers and Olive Oil

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

All exceptions will come from ______.

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 ______.

Please note that you will be tested on the ______ plan.

Answering the telephone is the responsibility of the ______.

When greeting guests, try to use their ______ whenever possible.

Stand up ______, do not make the guest approach you.

Hospitality is the ______ between a guest and a host or the practice of being hospitable.

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.

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 ______.

By leading with 'walking in' we assure guests that have not made a ______ that we are happy to have them with us.

Skirts are acceptable-dresses and skirts should be no shorter than 2 inches above the ______.

Which day of the week do the weekly specials start and end?

What is the wine corkage fee for the second bottle not from the restaurant's list?

How many tables can the restaurant accommodate for large parties?

What items are set on the tables in the restaurant?

Which of the following is NOT a fundamental principle for a team to function effectively?

What is the name of the company mentioned in the text?

What is the training requirement for new restaurant employees at Osteria Tulia?

What is the guest's first impression of the restaurant?

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

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

What is the recommended response when a guest asks a question for which you don't have an answer?

What is the recommended phrase to use when transferring a guest to a different department?

What is the role of the host/hostess in providing a memorable dining experience at Osteria Tulia?

What should the host/hostess do when a guest calls in with a complaint?

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 .