Service Excellence and Work Ethic Quiz
Service Excellence and Work Ethic Quiz
Welcome to the Service Excellence and Work Ethic Quiz! This engaging quiz is designed to test your knowledge and understanding of essential skills and principles required for success in the hospitality industry.
You'll explore various aspects of customer service, professionalism, and key practices that make a great waitron. Here are some highlights:
- Assess your understanding of service excellence.
- Learn about the expectations of customers and how to exceed them.
- Understand the principles of high-quality service.
In the book of success as an employee and waitron, what is the first chapter?
Humility
Pride
Education
Experience
What is an employee's true power/ Thamani ya kweli ya mwajiriwa ni nini?
Excellence at their work
Education
Many years of experience
Knowing the boss
Who or what determines you are a professional?
You
Your title
Your boss
Your college degree
Which areas show if you are a professional?
Product knowledge
How long you know Alberto
Initiative
Relationship with guests
What must be the qualities of a waitron at Kalypso?
Integrity
Good memory
Attention to detail
Being able to carry tray very well
Knowing well your product
Coming to briefing everyday
What is customer service?
Selling food and drinks to customers
Making sure you are standing next to the customer
Kiwango cha msaada na heshima, tunachowapa wale ambao tunafanya biashara nao au tunawauzia bidhaa mara kwa mara.
The degree of assistance and courtesy, granted to those who frequent a business.
Who is a customer?
A person who spends a lot of money at Kalypso
A person who knows Shaz or Neptune very well and comes to dine at Kalypso
The customer is the most important person in our business
Any person or group who receives the work output(good or service) of another
The customer is not dependent on us, but we are dependent on the customer
What is Service Excellence?
To exceed a guest's expectation
To serve good food
To have beautiful furniture at the restaurant
To have nice music at the restaurant
What are your guests' expectations/ Matarajio ya mteja wako ni?
Consistency in excellence service/ Uendelevu wa huduma bora
To be greeted well on Saturday
To be given a discount
Where does our reputation as waitrons come from/ Wasifu wetu kama wahudumu watoka wapi?
Your repetition is your reputation/ Wasifu wako ni katika yale unayorudia kila siku
How well we market or promote ourselves
What are the main principles that differentiate between 4-star and 5-star restaurants?
The cuisine
The service
The number of tables
What is to anticipate your guest's needs?
To know and see what your guest needs before they ask
To wait for the guest to call you
How many Steps of Service are there?
5
10
7
8
Step 1 of Service is
Greet and Seat a guest
Meet, Greet and Seat a guest
Meet and Seat a guest
Seat a guest
What do you do in Step 1( Meet, greet and seat?
1.Give a warm welcome with a smile, using guest name if possible. Say to guest "Welcome to Kalypso" and introduce yourself. 2.Ask how many people are in the party. 3.Ask if smoking or non smoking area is preferable. 4.Inform guest of specific areas like restrooms etc. 5.Ask if seat is comfortable.6. Offer to take drinks order "would you like some still or sparkling water?".
1. Say to guest "follow me"2. Take them to a seat.3. Ask to take drinks order. 4. Ask to take food order. 5. Repeat order to guests.
1. Give a warm welcome. 2. Ask if smoking or non-smoking area is preferable. 3. Ask if seat is comfortable.4. Offer to take drink and food order
What do you do in Step 2 ( First visit to table)?
1. Greet the guest in a proper manner Example “Good morning , my name is Mary and I will be making sure you have a wonderful time” Always smiling and be positive Give a Commitment of Good Service. 2.Tell the guest what is unavailable and give alternatives. 3. Inform the Guest of any special and prices Example 4. Offer wine list to the guest..
1. Take the guests meal order 2. Repeat the order 3. Offer to take the wine order 4.
What do you do in Step 3 ( Drinks and wine service)?
1. Transport glasses on tray, hold a glasses by stems/base 2.Placing Glasses , Presenting Bottle 3Checking glasses for chips, finger prints, lipstick stains, also check the glass is correct size..
1. Checking glasses for chips, finger prints, lipstick stains, also check the glass is correct size. 2. Transport glasses on tray, hold a glasses by stems/base 3.Placing Glasses , Presenting Bottle 4.Wipe the bottle with a clean cloth at the neck and hold the bottle correctly and open the bottle with waitron friend. 5. Lift the bottle of the rim of the glass pour a tester for the host wait for approval ( Remember to twist the bottle when pouring).6.Always offer the guest an Ice bucket or Bowl of Ice, when guest accept Ice bucket always place place Ice bucket in reaching distance of the place bottle of wine in side of the ice bucket
What do you do in Step 4 ( Taking the order)?
1. Enquire. Ask the guest if they are ready to order’. 2. Kids or Ladies First. Offer to take the ladies order first 3.Write down Order. Always right the order down correctly. Deal with one guest at a time. Separate starters and main course on docket book . 4. Ask Question. Ask the correct question for each meal, Remember to suggest sauces with stakes, toppings with a burgers etc. 5.Repeat Orders to the guest to check the orders such as starters or main course. 6. Enquire about lapse between starters and main course. Write down the time that the order was taken on the docket book. 7. Thank The Guest for their order, remove the menus and remember to write down the time on docket book.
1.Offer to take the ladies order first. 2Write down Order. Always right the order down correctly. 3.Thank The Guest for their order.
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