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Probable Questions For FBS NC Ii

The document provides probable questions for an examination on front office service skills, including questions about important guest information to collect, mise-en-place preparation, areas to check before service, the difference between a la carte and table d'hote menus, techniques for welcoming guests, addressing special needs, presenting menus, upselling, adjusting cutlery, checking food orders, appropriate wine temperatures, performing a 3 minute check, handling complaints, accommodating allergies and intoxicated guests, assisting guests as they leave and examples of end of service assistance.

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282 views

Probable Questions For FBS NC Ii

The document provides probable questions for an examination on front office service skills, including questions about important guest information to collect, mise-en-place preparation, areas to check before service, the difference between a la carte and table d'hote menus, techniques for welcoming guests, addressing special needs, presenting menus, upselling, adjusting cutlery, checking food orders, appropriate wine temperatures, performing a 3 minute check, handling complaints, accommodating allergies and intoxicated guests, assisting guests as they leave and examples of end of service assistance.

Uploaded by

joy
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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PROBABLE QUESTIONS FOR FBS NC II

Q: 5 important information to check in a reservation

A: date of reservation, time of arrival, name of guest, contact details of the guest, number of pax,
special requests

Q: What comprises the mise-en-place?

A: condition of chairs/tables, sanitary linens, clean & sanitized table appointments, flower
arrangement, filling of condiments, condition of menu cards, knowledge of the menu for the day

Q: Give 8 areas that needs to be checked before service starts.

A: furniture (tables,chairs), wall hangings (pictures/displays), fixtures (light fittings/door knobs),


plants (indoor plants and pots), glass (windows, panels and doors), floor, (carpet and tied areas), work
stations, equipment (coffee maker, toaster, etc.)

Q: What is the key difference between “a la carte” and table d’hote” menu?

A: A la carte is the menu that has individually priced dishes while table d’hote has a set or fixed
price for a complete meal or several courses.

Q: Techniques on how you can welcome guests to make them feel comfortable and safe.

A: know the reservations for the day, try to remember the guest names esp. for regular guests,
always address guests with Sir/Maam for them to know how important they are to the establishment

Q: Some special needs that must be addressed when welcoming guests.

A: easy access to their table because of disability, high chair for infants, appropriate foods for those
w/ special dietary needs, privacy for romantic couples/business people, special table for PWDs

Q: Activities associated when presenting menus.

A: ensure there’s adequate menus for everyone to read, leave wine list to the host or place in the
center of the table, ask/serve guest for any starters if appropriate

Q: Importance of Upselling.

A: to inform guests of the offers, to encourage them to order a complete meal, for proper pairing of
food and wine, to suggest unpopular menus, to increase sales

Q: Process in adjusting cutleries.

A: Identify what needs to be removed/added, obtain necessary items, load them to clothed service
plate, begin adjusting items by starting at the Number One guest, working clockwise around the table,
always handle cutlery by the handle.

Q: What checks should be done when collecting food from kitchen?

A: check that the right meal has been prepared and any requested preferences have been
accommodated, check plates for any marks, spills or drips, check with the chef how a particular item has
been cooked, check if special condiments need to go w/ the order, ensuring correct temperature of the dish

Q: What is the correct temperature when serving red wine?

A: Room temperature (15.5 *C to 18*C; 60 *F to 65*F)

Q: What is a 3 minute check?

A: water revisit the table a few minutes later to check that the meals are to the customer’s
satisfaction

Q: What items can be replenished during 3 minute check?

A: drinks, extra condiments/cutlery/crockery/glassware etc.

Q: What are some options to resolve a food related customer complaint during the 3 minute check?

A: replace meal quickly, allow the, to take some items from the buffet while waiting, provide
snacks/rice/salad/bread

Q: Handling guest complaint.

A: Listen attentively and acknowledge the complaint, apologize, restate the complaint briefly back
to the gust to show you have listened and understood, thank customer by bringing the matter to your
attention, respond quickly and follow up if complaint was resolved
Q: Handling guests needs w/ restriction on allergies.

A: inquire the specific restriction/allergens and suggest alternative food items

Q: Handling intoxicated guest requesting for more bottles of hard drinks.

A: Suggest /offer food and beverage that could lower the blood alcohol content like coffee, hot
soup, carbohydrate-rich food

Q: Assistance to provide guests as the leave a table.

A: pull back chairs for them, thank customer for their patronage, and arrange any take-away
containers, remind them to collect bags, clothes and other personal items left on table/seat/floor, remind
them on their change/credit cards, escort them to the door

Q: Some examples of “end of service” assistance

A: Obtain taxi/transport for guest, accompany guest to cars, and direct them to their next
destinations like shops, cultural, tourism or sporting areas of interest,

Q: Common methods guests can settle their accounts

A: pay by cash, credit card, and charge to room account, voucher, cheque

Q: How to avoid room service mistakes?

A: clarify/repeat details of orders w/ guests, verify guest information like room number and name,
advise guest approximate time of delivery, check mise-en-place, check on the amount of bill

Q: Door knob menu

A: A type of room service menu placed in the guestroom, which lists the times that breakfast can
be served w/ limited number of breakfast items

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