PRECISION EXAM STUDY GUIDE
the importance of customer service - Answers- 1. Customer service can make or break
an establishment 2. Increases customer satisfaction, loyalty and employee moral 3.
Understand customer needs, age, families with children, first timers, special occasions,
dietary needs, language barriers, dining alone
Host/hostess - Answers- 1. Responsible to the customer, greets and seats customers,
takes reservations, supervises service to customers, handles customer complaints
Server - Answers- 1. Handles customer needs, knows menu items, checks tables,
checks on food/drinks/water, corrects problems, presents the check, often acts as
cashier, knows appropriate table settings, handles table service, maintains appropriate
personal hygiene and sanitation, serves from the right, removes plates from the left,
quickly cleans up sp
Bus person - Answers- 1. Clears and resets table covers and assists the server.
Cashier - Answers- Responsible for cash drawer, counts back change, knows
procedure to follow if there is a discrepancy.
Dining room manager or maitre d'hotel - Answers- Controls overall food production,
handles complaints, resolves problems, monitors customer service.
Sell the menu - Answers- 1. Understand ingredients, dietary restrictions and allergies 2.
Be prepared to recommend menu items 3. Ask open ended questions 4. Upsell - offer a
larger size or better quality 5. Smile, maintain eye contact 6. Listen carefully, confirm
orde
Serve the order - Answers- 1. Watch hand placement on plate, stay away from food 2.
Serve on customer's left side 3. Check during the meal for additional assistance 4. Clear
from the right
Alcohol service - Answers- 1. Be familiar with state and local liquor laws
Processing Payment - Answers- Gather customer feedback
Quick Service - Answers- Fast food. Limited menu, low prices and fast service
Casual Dining - Answers- Includes family style, neighborhood establishments, buffets
and themed restaurants
Traditional or fine dining - Answers- Expensive, great locations, fine
foodwww.precisionexams.com Culinary Arts 345.2021 2. American Service: Plated in
the kitchen 3. French Service: Tableside preparation, food is prepared in the kitchen and
, finished tableside. Requires skilled servers. 4. Russian Service Food is prepared in
kitchen and placed on platters. Servers serve food off the tray to the guest's plate. 5.
English Service is referred to as family style. Food is prepared in the kitchen and served
in bowls or platters. Guests serve themselves from the bowls or platters
Knives: - Answers- Dinner, butter, steak
forks - Answers- Dinner, salad or dessert, fish
spoons - Answers- Soup, coffee or teaspoon, iced teaspoon
Drinking Glasses: - Answers- Water goblet, wine goblet, champagne flute, coffee cup,
teacup, beverage glass
Dinnerware - Answers- Charger, Dinner plate, salad plate, bread plate, soup bowl
Table setting - Answers- 1. Center of table: center piece, salt and pepper, condiment
holders 2. Napkin in the center of the place setting or to the left 3. Forks on the left,
knives and spoons on the right 4. All knife blades turn in to plate 5. Flatware 1" from
edge of table 6. Dessert forks and spoons at the top of the place setting spoon above
the fork 7. Bread plate on the left above the fork, butter knife on the top of the bread
plate, blade facing down toward the plate 8. Water glass above the tip of the knife 9.
Coffee cups to the right of the knives and spoons
the characteristics needed to be a skilled employee - Answers- 1. Positive Attitude 1.
Pride in your job, friendly, problem solving, courtesy 2. Personal Appearance
www.precisionexams.com Culinary Arts 345.2021 1. Clean uniform, nails clean and
trimmed, minimal jewelry, clean and appropriate shoes, well groomed, well rested, hair
tied back, breath is fresh, no heavy colognes or perfumes 3. Communication skills 1.
Verbal communication (speaking & listening) 2. Nonverbal communication 1. How you
look (no gum, posture, no touching face or hair) 2. Written communication (write clearly
and understandably
Greet Customers - Answers- Make sure that the cover is clean, and all the proper
equipment is present. A cover is an individual place setting including all required
equipment for the meal
Take the beverage order - Answers- 1. Place beverage to the customer's right 2. Keep
fingers away from the rim of the glass 3. Keep beverages refilled
the qualities and duties of an effective manager - Answers- Communication, Time,
management, Resource, management, Employee selection,
Employee training,
Orientation,
Cross-Training,
On the job training,
the importance of customer service - Answers- 1. Customer service can make or break
an establishment 2. Increases customer satisfaction, loyalty and employee moral 3.
Understand customer needs, age, families with children, first timers, special occasions,
dietary needs, language barriers, dining alone
Host/hostess - Answers- 1. Responsible to the customer, greets and seats customers,
takes reservations, supervises service to customers, handles customer complaints
Server - Answers- 1. Handles customer needs, knows menu items, checks tables,
checks on food/drinks/water, corrects problems, presents the check, often acts as
cashier, knows appropriate table settings, handles table service, maintains appropriate
personal hygiene and sanitation, serves from the right, removes plates from the left,
quickly cleans up sp
Bus person - Answers- 1. Clears and resets table covers and assists the server.
Cashier - Answers- Responsible for cash drawer, counts back change, knows
procedure to follow if there is a discrepancy.
Dining room manager or maitre d'hotel - Answers- Controls overall food production,
handles complaints, resolves problems, monitors customer service.
Sell the menu - Answers- 1. Understand ingredients, dietary restrictions and allergies 2.
Be prepared to recommend menu items 3. Ask open ended questions 4. Upsell - offer a
larger size or better quality 5. Smile, maintain eye contact 6. Listen carefully, confirm
orde
Serve the order - Answers- 1. Watch hand placement on plate, stay away from food 2.
Serve on customer's left side 3. Check during the meal for additional assistance 4. Clear
from the right
Alcohol service - Answers- 1. Be familiar with state and local liquor laws
Processing Payment - Answers- Gather customer feedback
Quick Service - Answers- Fast food. Limited menu, low prices and fast service
Casual Dining - Answers- Includes family style, neighborhood establishments, buffets
and themed restaurants
Traditional or fine dining - Answers- Expensive, great locations, fine
foodwww.precisionexams.com Culinary Arts 345.2021 2. American Service: Plated in
the kitchen 3. French Service: Tableside preparation, food is prepared in the kitchen and
, finished tableside. Requires skilled servers. 4. Russian Service Food is prepared in
kitchen and placed on platters. Servers serve food off the tray to the guest's plate. 5.
English Service is referred to as family style. Food is prepared in the kitchen and served
in bowls or platters. Guests serve themselves from the bowls or platters
Knives: - Answers- Dinner, butter, steak
forks - Answers- Dinner, salad or dessert, fish
spoons - Answers- Soup, coffee or teaspoon, iced teaspoon
Drinking Glasses: - Answers- Water goblet, wine goblet, champagne flute, coffee cup,
teacup, beverage glass
Dinnerware - Answers- Charger, Dinner plate, salad plate, bread plate, soup bowl
Table setting - Answers- 1. Center of table: center piece, salt and pepper, condiment
holders 2. Napkin in the center of the place setting or to the left 3. Forks on the left,
knives and spoons on the right 4. All knife blades turn in to plate 5. Flatware 1" from
edge of table 6. Dessert forks and spoons at the top of the place setting spoon above
the fork 7. Bread plate on the left above the fork, butter knife on the top of the bread
plate, blade facing down toward the plate 8. Water glass above the tip of the knife 9.
Coffee cups to the right of the knives and spoons
the characteristics needed to be a skilled employee - Answers- 1. Positive Attitude 1.
Pride in your job, friendly, problem solving, courtesy 2. Personal Appearance
www.precisionexams.com Culinary Arts 345.2021 1. Clean uniform, nails clean and
trimmed, minimal jewelry, clean and appropriate shoes, well groomed, well rested, hair
tied back, breath is fresh, no heavy colognes or perfumes 3. Communication skills 1.
Verbal communication (speaking & listening) 2. Nonverbal communication 1. How you
look (no gum, posture, no touching face or hair) 2. Written communication (write clearly
and understandably
Greet Customers - Answers- Make sure that the cover is clean, and all the proper
equipment is present. A cover is an individual place setting including all required
equipment for the meal
Take the beverage order - Answers- 1. Place beverage to the customer's right 2. Keep
fingers away from the rim of the glass 3. Keep beverages refilled
the qualities and duties of an effective manager - Answers- Communication, Time,
management, Resource, management, Employee selection,
Employee training,
Orientation,
Cross-Training,
On the job training,
