Hospitality and Customer Service

Hospitality and Customer Service
How do we locate a guest once an order is ready to be delivered? - correct
answerAssigning a table # or Name To-Go

How many chances can you make a 1st impression? - correct answerone chance

People will forget what you said, people will forget what you did... - correct answerbut
people will never forget how you made them feel

Remarkable service qualities - correct answer1. Positive environment
2. Consistent
3. Efficient
4. Anticipate their Guest's Needs
5. Effective communication
6. Knowledgeable staff
7. Adaptable
8. Trust and Confidence
9. Exceeds expectaion

Timing in SPS - correct answer2-5 min beverage delivered
7-12 min ala carte items delivered
5 mins for grab and go items

even after serving, check in on at table side within two minutes of delivery of both
beverages and drinks

DRINKS always before food

What are the 3 R's of Beverage maintenance? - correct answerRefill
Replace
Remove

What are the five core emotional skills? - correct answer1. Optimistic warmth
2. Intelligence
3. Work ethic
4. Empathy
5. Self-awareness and integrity

What are the five principles of hospitality in order? - correct answer1. Team/ each other
2. Guests
3. Community
4. Suppliers
5. Investors and Owners