Food and Beverage Services - First Semester (2nd Quarter)

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Questions and Answers

Which of the following is a common method of settling a room service account?

All of the above

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

All of the above

What happens if a room service docket does not have a customer signature?

The account is considered invalid

When should the customer be asked to check and sign the room service account?

When the account is presented Signup and view all the answers

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

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

Which of the following is a valid method of settling a room service account?

All of the above Signup and view all the answers

When should room service staff ask the customer to check and sign the room service account?

When presenting the account Signup and view all the answers

What should room service staff do if a guest pays with cash and the amount tendered does not cover the account total?

Ask the guest for additional payment Signup and view all the answers

What should room service staff do if a room service docket does not have a customer signature?

Consider the docket invalid Signup and view all the answers

When should room service staff advise the customer on where to leave the used tray for collection?

Before leaving the room Signup and view all the answers

Which of the following is a valid method of settling a room service account if the guest is using a voucher or gift certificate?

Adding the charges to the room account Signup and view all the answers

What should room service staff do if a guest pays with cash and the amount tendered does not cover the account total?

Ask the guest for additional payment Signup and view all the answers

When should room service staff inform the customer that they will return with the change on the next delivery run?

When the customer pays with cash and requires change Signup and view all the answers

What should room service staff do if a room service docket does not have a customer signature?

Consider the docket invalid Signup and view all the answers

When should room service staff advise the customer on where to leave the used tray for collection?

Before leaving the customer's room Signup and view all the answers

Which department does Room Service staff work in coordination with?

Housekeeping Signup and view all the answers

What might cause a heavy demand on limited resources for Room Service?

All of the above Signup and view all the answers

What should Room Service staff do with dirty linen?

Send it to the laundry Signup and view all the answers

What additional duties might Room Service staff undertake along with clearing room service items?

All of the above Signup and view all the answers

In some resorts, where might Room Service staff be required to set up and serve a meal?

At a remote location on the beach or by a lake Signup and view all the answers

Which of the following is NOT a step in the procedure for returning room service trays and trolleys?

Store the trolley for immediate reuse Signup and view all the answers

When might speed be essential in returning room service trays and trolleys?

When there is a heavy demand on limited resources Signup and view all the answers

What should be done with dirty linen from room service?

Place it in the dirty linen basket or bag to be sent to the laundry Signup and view all the answers

What additional duties might room service staff undertake along with clearing room service items?

Assisting with the collection of breakfast door knob menus Signup and view all the answers

In some establishments, where might room service staff be required to work during the summer period?

Poolside bar and food service area Signup and view all the answers

Which department might Room Service staff work in coordination with to deliver special items of food or beverage?

All of the above Signup and view all the answers

What might cause a heavy demand on limited resources for Room Service?

All of the above Signup and view all the answers

Where might Room Service staff be required to set up and serve a meal in some resorts?

Both A and B Signup and view all the answers

What additional duties might Room Service staff undertake along with clearing room service items?

All of the above Signup and view all the answers

What should Room Service staff do to comply with religious requirements?

Remove alcoholic beverages from the room Signup and view all the answers

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

Product-Related Complaints Signup and view all the answers

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

Development in the image of the establishment Signup and view all the answers

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

Loss of customers Signup and view all the answers

What is the saying that most people believe in when it comes to customer complaints?

The customer is always right Signup and view all the answers

What is the key principle mentioned in the text when it comes to solving guest complaints?

Solving the problem is more important than knowing who is right Signup and view all the answers

Which type of guest complaint is associated with equipment malfunction?

Mechanical Complaints Signup and view all the answers

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

Development in the image of the establishment Signup and view all the answers

What is the saying that most people believe in when it comes to customer complaints?

The customer is always right Signup and view all the answers

Which type of guest complaint occurs when guests feel unwelcome and unimportant?

Attitudinal complaint Signup and view all the answers

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

Loss of customers Signup and view all the answers

Which type of guest complaint targets the service of the hotel?

Service-related complaint Signup and view all the answers

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

Development in the image of the establishment Signup and view all the answers

What should room service staff do if a guest pays with cash and the amount tendered does not cover the account total?

Inform the guest about the shortage and request additional payment Signup and view all the answers

Which department might Room Service staff work in coordination with to deliver special items of food or beverage?

Kitchen Signup and view all the answers

What type of guest complaint occurs when guests feel unwelcome and unimportant due to the attitude of the hotel staff?

Attitudinal complaint Signup and view all the answers

Which of the following is NOT a characteristic that some guests may portray when making complaints?

Reasonableness Signup and view all the answers

What is the correct approach to handling guest complaints?

Listen calmly and show empathy Signup and view all the answers

When handling guest complaints, what should be done after apologizing for the mistake?

Offer choices and solutions Signup and view all the answers

Which of the following is a strategy for service recovery mentioned in the text?

Apologizing and solving the problem Signup and view all the answers

Why is empathy important in the hospitality industry?

It helps to establish trust Signup and view all the answers

What is the potential result of efficiently and promptly handling a customer complaint, according to the Wharton Business School?

Customers will become more loyal Signup and view all the answers

Which of the following is a recommended practice for resolving customer complaints?

Resolve complaints as quickly as possible Signup and view all the answers

Why is it important to keep comprehensive records of customer complaints?

To identify common complaints and improve company processes Signup and view all the answers

What should customer-facing staff members be trained to do when it comes to complaints?

Deal with complaints Signup and view all the answers

Why is it important to give employees some authority when it comes to issuing refunds or other consolatory gestures?

Forcing the customer to wait for a manager can make a bad situation worse Signup and view all the answers

Which of the following is NOT a recommended approach when handling guest complaints?

Argue with the guest Signup and view all the answers

What is the importance of apologizing to the guest when handling complaints?

To acknowledge the guest's complaint Signup and view all the answers

What should be done after apologizing for a mistake when handling guest complaints?

Take proper action on the complaint Signup and view all the answers

What is the first step in the S.T.A.R.S. strategy for service recovery?

Sorry Signup and view all the answers

Why is empathy important in the hospitality industry?

All of the above Signup and view all the answers

How should customer-facing staff members be trained to handle complaints?

All of the above Signup and view all the answers

Which of the following is NOT a recommended practice for resolving customer complaints?

Forcing the customer to wait for a manager Signup and view all the answers

What is the purpose of keeping comprehensive records of all customer complaints?

To identify common complaints and improve company processes Signup and view all the answers

Why is it important to train all customer-facing staff members to deal with complaints?

To improve customer satisfaction Signup and view all the answers

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

Increased customer satisfaction Signup and view all the answers

Which of the following is NOT a recommended practice when handling guest complaints?

Argue with the guest Signup and view all the answers

What should be done after apologizing for a mistake when handling guest complaints?

Offer choices to the guest Signup and view all the answers

What is the key to success when approaching a guest with a complaint?

Addressing them by their respective name Signup and view all the answers

Which of the following is NOT a strategy for service recovery mentioned in the text?

Ignoring the complaint Signup and view all the answers

What is the potential result of efficiently and promptly handling a customer complaint, according to the Wharton Business School?

Customers will become more loyal Signup and view all the answers

Why is empathy important in the hospitality industry?

All of the above Signup and view all the answers

Which of the following is NOT a recommended approach for resolving customer complaints?

Resolving complaints as quickly as possible Signup and view all the answers

What is the potential result of a poorly handled complaint according to the text?

Loss of customer loyalty Signup and view all the answers

What should room service staff do if a room service docket does not have a customer signature?

Inform the manager immediately Signup and view all the answers

Why is it important to train all customer-facing staff members to deal with complaints?

To improve customer satisfaction Signup and view all the answers

Which of the following is a key component of a point of sale system?

Point of Sale Key Signup and view all the answers

What should staff do when taking a customer's order in a restaurant?

Offer recommendations Signup and view all the answers

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

Return with the change on the next delivery run Signup and view all the answers

What is the correct approach to handling guest complaints?

Apologize for the mistake and offer a solution Signup and view all the answers

What should be done after apologizing for a mistake when handling guest complaints?

Keep comprehensive records of the complaint Signup and view all the answers

What should room service staff do if a guest pays with cash and the amount tendered does not cover the account total?

Ask the guest to pay the remaining amount with a credit card Signup and view all the answers

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

Give the customer the exact change Signup and view all the answers

What type of guest complaint occurs when guests feel unwelcome and unimportant due to the attitude of the hotel staff?

Attitude complaint Signup and view all the answers

What is the potential result of a well-handled complaint?

Gaining a new customer Signup and view all the answers

Why is empathy important in the hospitality industry?

To provide excellent customer service Signup and view all the answers

Which of the following is a key component of a point of sale (POS) system?

Double-checking orders Signup and view all the answers

What should staff members do when taking a customer's order in a restaurant?

Maintain eye contact Signup and view all the answers

What is the purpose of presenting the menu openly to guests at their table?

To allow guests to make their food and beverage selections Signup and view all the answers

What should bar staff do when serving drinks in a restaurant?

Serve the drinks with the specific POS ticket Signup and view all the answers

What should staff members do to acknowledge and recognize guests in a restaurant?

Ask guests' names to acknowledge them Signup and view all the answers

What is the recommended timeframe for payment to be done?

Within 4-5 minutes Signup and view all the answers

What is the key principle mentioned in the text when it comes to solving guest complaints?

Solving problems without blaming oneself or others Signup and view all the answers

What is the potential result of efficiently and promptly handling a customer complaint, according to the Wharton Business School?

Increase in customer satisfaction Signup and view all the answers

What is the importance of apologizing to the guest when handling complaints?

To show empathy and acknowledge the guest's concern Signup and view all the answers

What should room service staff do if a room service docket does not have a customer signature?

Record the lack of signature and inform the supervisor Signup and view all the answers

Which of the following is NOT a step in the procedure for handling customer complaints?

Blame yourself or others for the issue Signup and view all the answers

What is the recommended time frame for payment to be done when handling bills and final settlement?

4-5 minutes Signup and view all the answers

What should customer-facing staff members aim for when it comes to customer satisfaction?

Service and customer satisfaction Signup and view all the answers

What is the potential cost of gaining a new customer compared to keeping an existing one?

5 times as much Signup and view all the answers

What is the recommended approach to solving problems when handling customer complaints?

Being positive and professional Signup and view all the answers

Which of the following is NOT a step in the Point of Sale Key in Procedure?

Verify the customer's payment method. Signup and view all the answers

What is the purpose of the Point of Sale Key?

To execute the payment for goods or services. Signup and view all the answers

What should staff members do during the Order Taking Service Standards?

Have a warm smile and polite attitude. Signup and view all the answers

What should be done during the Menu Presentation Service Standards?

Present the menu at the guest table and open the first page. Signup and view all the answers

What is the purpose of the Food and Beverage Service Sequence Greeting and Seating?

To greet and welcome guests with recognition. Signup and view all the answers

Study Notes

Room Service Operations

Room service staff should present the bill to the guest on a tray with a pen for signature, and obtain a signature on the docket before leaving the room.
If a guest pays with cash, room service staff should check the amount tendered, count out the change, and provide a receipt.
If a room service docket does not have a customer signature, room service staff should return to the room to obtain a signature.
Room service staff should advise the customer on where to leave the used tray for collection.

Handling Guest Complaints

A well-handled complaint can lead to customer loyalty and positive word-of-mouth.
A poorly handled complaint can lead to negative word-of-mouth and loss of business.
The key principle in solving guest complaints is to listen, empathize, apologize, and solve the problem.
Empathy is important in the hospitality industry as it shows understanding and care for the customer's concerns.
Customer-facing staff members should be trained to handle complaints efficiently and promptly.
Comprehensive records of customer complaints should be kept to identify patterns and areas for improvement.

Point of Sale Systems

A key component of a point of sale (POS) system is the ability to manage and process payments efficiently.
Staff should take orders clearly and accurately, and handle payments promptly.
The recommended timeframe for payment to be done is at the time of presentation of the bill.

Customer Satisfaction

Customer-facing staff members should aim to exceed customer expectations and provide a high level of satisfaction.
The cost of gaining a new customer is higher than keeping an existing one, making customer retention important.
The recommended approach to solving problems when handling customer complaints is to listen, empathize, apologize, and solve the problem.

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