SITHIND004-Work Effectively in Hospitality Service
1. Using an appropriate information source, define the terms:
c) Walk – ins
d) Correcting the cover
e) Sous chef
f) A la carte menu
g) Table d’hôte menu
2. List the four stages involved in providing and coordinating hospitality service?
3. Explain how you would deal with late arrivals, no shows and walk-ins?
4. Explain why it is important to meet, greet and interact positively with a diverse range of customers throughout the hospitality experience. Provide at least five reasons.
5. Explain your health and safety responsibilities during preparation, service delivery, closing down and review?
6. What should you do before agreeing to a booking?
7. You are organising the table linen, cutlery, crockery and glassware for a function. According to the running sheet there will be 15 tables with 10 covers on each table. Tables must be set with a linen tablecloth and an overlay. Linen napkins will be placed on the tables.
The set menu includes:
a. Chicken and leek soup with bread rolls
b. Smoked salmon remoulade for entrees
c. Roast lamb for main course
d. Sticky date pudding for dessert
Champagne is to be served on arrival. Water is to be served with the meals and to be topped up throughout the service. White wine is to be served with the entrée. Red wine is to be served with the main meal. Dessert wine is to be served with the dessert. Coffee and tea are to be served after dessert.
Each attendant is required to wear a starched line napkin over their arm. Ten attendants have been rostered to work at this function.
Identify the quantity of the cookery, cutlery, glasses, cruets and linen needed. Identify whether the items should be placed on the table, in the fridge or at the attendant stations.
List other items which should be available for the function
8. Nyree is the restaurant supervisor. She is working with seven food and beverage attendants?
Two hours before service, Nyree tells her staff she needs:
a. Two hundred napkins folded
b. Two hundred glasses polished
c. Sixty plates of butter organised with four serves per plate
Service is just about to start. Nyree asks the attendants to put the butter on the table. They stare back at her blankly. She says “Emma where is the butter?” Emma replied “I don’t know. Jessica, Zack and I got the glasses ready.” John another attendant says “So did Mukesh, Chen, Mika and I.” Nyree looks up at the two attendant stations and notices that each station is stocked with 200 beautifully polished glasses but there is no butter on the plates.
List four actions Nyree could have taken to avoid this dilemma.
9. Consider this function running sheet
Using the information from this function running sheet, determine:
a. What two details are missing from the running sheet?
b. Who is the first person you should contact to clarify missing details?
c. Who should be contacted in the event this person is unable to confirm all details?
10. A hotel offers this menu
Crown lager $4.50
Steak sandwich $12.70
Smoked sandwich $15.70
This table contains examples of situations which occurred during a recent shift at the hotel.
Indicate whether the attendant is using a cross-selling, top-down selling or upselling sales strategy.
11. For each of the scenarios:
a. Identify what the attendant did wrong
b. What the attendant should have said to allow them to provide quality customer service, deal appropriately with complaints and use appropriate communication techniques to deal with conflict.
12. Outline the importance of informing team members and other relevant people of work schedules and list the ways in which employees can communicate information about their work schedules to other team members.
13. Why is it important to maintain a clean and tidy workplace? Provide at least three reasons.
14. Describe the main purpose of the policies, procedures and Standard Operating Procedures (SOPs) in the workplace
15. Why should employees consider colleagues and customers when finding solutions to operational problems?