Customer Service
What is the first thing you should do when greeting a customer?
Smile and greet them politely
What does RSA stand for?
Responsible Service of Alcohol.
What is the main ingredient in a hot chocolate?
Chocolate or cocoa.
What is the correct way to wash your hands?
Use soap and warm water and wash thoroughly for at least 20 seconds.
What does “mise en place” mean?
Everything prepared and ready before service.
Name one way staff can provide good customer service during busy periods.
Stay calm, communicate clearly, check on customers regularly, or work efficiently.
What is one sign that a person may be intoxicated?
Slurred speech, unsteady walking, aggressive behaviour, or slowed reactions.
Name two common types of tea served in hospitality venues.
English Breakfast, Green Tea, Earl Grey, Peppermint, etc.
Name one example of cross-contamination.
Using the same knife for raw chicken and salad without cleaning it.
What is the purpose of a docket/order system?
To communicate customer orders accurately to staff.
What should you do if a customer makes a complaint?
Listen calmly, apologise, and try to resolve the issue according to workplace procedures.
Can alcohol be served to a minor?
no
What is the difference between a latte and a cappuccino?
A cappuccino has more froth; a latte has more milk and less froth.
Why should spills be cleaned immediately?
To prevent slips and injuries.
Name one personal presentation standard expected in hospitality.
Clean uniform, good hygiene, tidy hair, or closed-in shoes.
How should you communicate with someone whos language is different to your own?
Use simple plain english, use translating app, show images and visuals.
What should you do if you refuse service to an intoxicated customer?
Remain calm, explain politely, and follow workplace procedures.
What should you check before serving a beverage?
Correct order, presentation, cleanliness, and temperature.
What should you do if you break glass in a food preparation area?
Clean it safely, dispose of it correctly, and check the area thoroughly.
Why is communication important between front and back of house staff?
To ensure smooth service and accurate orders.
A customer has dietary requirements and asks questions about the menu. What should you do?
Provide accurate information or check with the kitchen if unsure.
Why is it important to check ID? What form of ID should you check?
To confirm the customer is of legal drinking age. State or country issued photo ID including passport or license
Why is it important to clean equipment regularly, especially when making milk based drinks?
To maintain hygiene, quality, and machine performance. To remove bacteria that could cause illness.
Why is food temperature control important?
To prevent bacteria growth and foodborne illness.
What is the purpose of workplace health and safety procedures?
To protect staff and customers from harm and hazards.