Crew Trainer Exam Study Guide

What are the four steps to Customer Recovery? - Answer- Listen, Apologize, Solve, Thank Let's assume you are the only person stationed on front counter and you do not have a designated runner. What steps would you take to clear the line of 3 customers? - Answer- Take the first 2 customers orders. Assemble and present the first customers order. Next, take the last customers order. Then, assemble and present customer 2's order. Lastly, assemble and present customer 3's order. What does G.E.L stand for? - Answer- Guest Experience Lead How many towels do you need in your possession when cleaning tables and chairs in the dining room? - Answer- 2 When cleaning the toilets in the restroom what do you use to wipe them clean with? - Answer- Paper towel Explain the first ASK in ASK, ask, tell. - Answer- Repeat order and ask if that is correct Explain what the second Ask in ask, ASK, tell. - Answer- Verify the grill items or first item on order. Explain the TELL in ask, ask, TELL. - Answer- Tell the customer you have the grill item or the first item on list Explain why it is import to ask, ask, tell - Answer- To ensure the customers gets an accurate order. Describe the process for Family Table experience. - Answer- Front Counter Order taker determines if the guest meet the criteria for a Family Table experience order. Customer Places order.Front counter order taker gives guest a table tent and cups and explains that they will be brought their order when it is prepared. GEL serves order to table with stocked apron and accommodates any further customer requests. What is the holding time for French Fries? - Answer- 7 minutes What is the holding time of hash browns? - Answer- 10 minutes What is the proper way to shake fries? - Answer- Two hands lift out of vat and shake When can you place a second batch of fries in the vat? - Answer- After the first batch has been dutied.