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Hospitality Quiz Answers

42 courses. Click a course name to see its questions and answers.

When preparing for your first shift as a manager, you should:
  • Get to know your team
  • Check the work logbook
  • Get your systems in order
  • Which tool allows you to schedule emails to come back to you later?Boomerang
  • True or false: Covering the bill of a disgruntled guest can be a good way to resolve the situation.True
  • How often should you be reviewing consistent service?Every shift
  • To improve your confidence as a leader, how should you address your weaknesses?Work around them so they don’t hold you back
  • What is the first thing managers should prioritize?Customer needs
  • To stop a situation from escalating with an intoxicated guest, you should:Make sure they always have water
  • Which of these should not be delegated to your staff?Resolving a staff issue
  • True or false: Addressing a hostile guest by name is unwise as this might escalate the situation.False
    • Introduction to Front Office
    1. What is the golden rule of Front Office?You are always on stage
    2. What are 3 ways you can project a positive and professional image?
      • Wear a clean and pressed uniform with a name badge
      • Maintain good posture and stance
      • Avoid excessive perfumes or after shave
    3. Select 6 key characteristics of the Instructor guest
      • Extroverted
      • Engaging
      • Accommodating
      • Direct
      • Practical
      • Organized
    4. What’s the best way to get informed when you start your shift?The handover meeting
    5. Which statement best describes the Front Office team?The Front Office team is made up of many different roles that all work together to look after the guests
    6. What are the 4 steps that make or break every interaction?
      • Your eye contact
      • Your smile
      • Greeting the guest
      • Asking the guest how you may help them
    7. Repeat guest (Comforter type): best way to interact?Remember them and their preferences, and provide a consistent service and experience
    8. True or False: A Junior Suite is bigger than a Suite?False
    9. What is the L.A.U.R.A. method for responding to guest complaints?Listen, Acknowledge, Understanding, Response, and Appropriate Action
    Front Desk Check-in and Check-out
    1. Do VIP guests have a legal right to their privacy?Yes
    2. Damage control: what are the 4 steps?
      • Confirm
      • Communicate
      • Complimentary
      • Continue
    3. Why would a hotel have pre-arrival contact with a guest?All of the above (confirm guest details, find their reason for staying, expected arrival times)
    4. What are the three options a guest may have to check-out?
      • Express check-out
      • Reception check-out
      • Group check-out
    5. Three ways you can communicate your service when a guest arrives or departs:
      • Efficiently
      • Personalized
      • Genuinely
    6. Under what circumstances would a guest not have to register?No circumstances apply, all guests must register
    7. What would you consider when allocating a room type? (Select 3)
      • The room type booked
      • Any preferences
      • Any special requests
    8. What is your goal when greeting guests as they arrive?To make them feel welcome
    Front Desk Upselling
    1. When upselling a room, what’s the best price to state?The price difference
    2. Three elements of creating a positive impact?
      • Visual
      • Vocal
      • Impression
    3. Guest says no thank you (red zone). What do you do?Accept no and say thank you
    4. What does the ‘benefits’ of a product mean?It describes how it meets the guest’s needs
    5. What can you do to keep rapport with your guests?Follow up on your recommendations
    6. How many stages are there to the upselling process?3
    7. Which service is available to every guest?Food and beverage service
    8. Three techniques to discover the guest’s needs?Grouping, observing, and questioning
    Front of House Essentials
    1. If guests are splitting their bill, how should you divide it?Ask the guests how the bill should be split
    2. Collecting dishes from the kitchen: what order?The reverse order of how you’re to put them down
    3. Best way to approach selling specials?Paint a picture of a few of the dishes, highlighting the stand-out ingredients and how the dishes are built
    4. Taking an order by hand: what must be on the docket first?Number of guests
    5. One dish takes longer than the rest. What do you do?Serve the food that is ready and let the guest know the other dish is on its way
    6. What should you always do before taking an order to the kitchen?Read it back to the guests to confirm it
    7. Which plate should you clear first?The smallest
    8. Guest says the sauce is too salty. What do you do?Offer for the guest to choose a different dish
    9. Which side of a place setting does the fork go?Left
    10. Guest gives negative feedback about a dish. What do you do?Get specific details about what the guest did not enjoy
    11. Why be mindful of what’s been ordered when recommending?To make sure you’re not recommending something that’s been ordered already
    12. Interrupting a table to take an order: first thing?Apologize for interrupting
    13. Where should a wine glass be positioned on a place setting?Above the knife, on the right
    14. Negative feedback should always be passed to your:Manager or Supervisor
    Housekeeping Applications
    1. What are the three best points to know before replacing amenities?
      • What amenities should be in the rooms in your hotel
      • How many of each amenity there should be in the room
      • How to position each amenity in the room
    2. What are the three most unhygienic things that must be sanitized in every guest room?
      • TV remote
      • Telephone
      • Light switches
    3. What should you do to prepare the vacuum before starting?Adjust the vacuum pole to suit your height
    4. To prepare a guest's room for cleaning, what are the three things you start with?
      • Remove soiled linen and towels
      • Remove any rubbish
      • Switch on the lights and open the blinds or curtains
    5. To mop floors, what is the best method for safety and cleaning?Start at the farthest point and zigzag your way to the entrance
    6. Once you've entered a guest's room, what is the first thing you do?Put your gloves on
    7. What is a great saying for the final check of the room before leaving?Good enough is never good enough
    8. Why clean the toilet with a specific cloth, outside first and then inside?To reduce the risk of spreading germs and someone getting sick
    9. What should you do if there is no ventilation when you clean a bathroom?Report it to your supervisor
    10. To prepare a guest's bathroom for cleaning, what are the three things you start with?
      • Flush the toilet
      • Spray the cleaning chemicals
      • Remove amenities
    11. When making beds, what two things do you check the mattress, protector, quilt and pillows for?
      • Bed bugs
      • Stains
    Housekeeping Principles
    1. Why is preparing your housekeeping cart and equipment so important?It sets you up for an efficient, smooth and productive day.
    2. What are the 3 principles that shape a positive mindset for housekeeping?
      • Pride
      • Guest Experience
      • Caring
    3. How can you reduce the risk of injury in housekeeping? (select 4)
      • Wear non-slip shoes
      • Keep a straight back
      • Wear personal protective equipment (PPE)
      • Pull housekeeping carts
    4. What tip makes sure cleaning the room is perfect every time?Look around and check that every area is clean and tidy.
    5. What should you do if you locate expensive items in a guest room after they have departed?Report this immediately to your Supervisor
    6. Common Housekeeping Department equipment? (select 3)
      • Vacuum
      • Housekeeping trolley/cart
      • Cleaning cloths
    7. What will help you manage your time best? (select 2)
      • Following a routine
      • Setting targets
    8. The 2 most important tips before using any cleaning agent? (select 2)
      • Read the Safety Data Sheets
      • Wear correct personal protective equipment (PPE)
    9. How can we decrease the transfer of bacteria, viral, fungal and other diseases on the skin?Wash your hands with 20-second technique
    10. What is the purpose of the housekeeping department?To influence an exceptional guest experience
    Room Service Essentials
    1. What is a par level?A minimum level
    2. Where do guests enjoy room service?The privacy of their room
    3. True or False: You influence the overall service given and revenue generated for room service?True
    4. Select the four most important skills when resolving a guest complaint.
      • Listening
      • Product knowledge
      • Empathy
      • Question asking
    5. Which two tasks can be completed ahead of time as part of room service mise-en-place?
      • Prepare the room service trays with non-perishable items and store them on racks
      • Have spare cutlery, crockery and napkins ready
    6. What must you always do before entering a guest's room? (Select 3)
      • Knock three times
      • Clearly announce 'ROOM SERVICE'
      • Wait for the guest to respond
    7. What is an effective way to increase room service revenue?Upselling
    8. What is a 'now' solution?Fixing the immediate problem for the guest
    9. What are three efficient ways to manage a guest request?
      • Write it down
      • Active listening
      • Precise communication among departments
    10. Where should the room service order be placed?Wherever the guest wants
    11. What are the four traits needed by the room service team?
      • Be organized
      • Good product knowledge
      • Be discreet
      • Be diplomatic
    Fundamentals of Hotel Revenue Management
    1. What does business intelligence help revenue managers do with the data collected?Visualize, analyze and optimize the data
    2. How do revenue managers reach their potential 'perfect' guests?Guest segmentation
    3. What are the two data set groups?
      • Internal data set
      • External data set
    4. What can business intelligence help organizations with?Make data driven decisions
    5. What is the purpose of revenue management meetings?To collaborate and strategize
    6. Three common types of forecasting done by revenue managers?
      • Operational forecasting
      • Occupancy forecasting
      • Business oriented forecasting
    7. What does the revenue cycle start with?Data
    8. Internal data sets are what revenue managers…Can control
    9. Three elements to translate the data into stories?
      • Narrative point of view
      • Character
      • Sequence of events
    10. Soft skills a revenue manager needs to develop?
      • Influencing others
      • Storytelling
    11. Revenue management is the…Right product, the right customer, the right price at the right time and place
    12. Why do revenue managers forecast?To estimate future demand
    13. Hard skills the revenue manager needs to use data to their advantage?Visualize, optimize and analyze the data
    14. Two techniques revenue managers use pricing to drive revenue?
      • Restrictions
      • Promotions
    15. Three words you will come across when talking about pricing?Products, rates and packages
    16. What does slice and dicing allow revenue managers to do with data?Critically analyze the data from multiple angles
    How to Sell More Functions and Events
    1. Three pieces of information to include when building customer avatars?
      • Goals
      • Demographic
      • Motivation
    2. Three behaviors that support building trusting relationships?
      • Empathy
      • Confidence
      • Positivity
    3. Two reasons to know your numbers?
      • It will give you a clear indication of where the business is
      • It can help you find the blind spots in your business
    4. Two practices to shorten the ladder?
      • Templates
      • Qualification process
    5. The shorter the ladder, the more ______ you will have to make the next sale.Time & Energy
    6. True or False: Is it good practice to have a customer avatar per event?True
    7. What technique can you use to increase client spend?Upselling
    8. Three tips to increase your success at upselling?
      • Listening
      • Product knowledge
      • Relevance
    9. What does the T stand for in the I-T-C process?Tentative
    10. A site inspection is the opportunity to:Convert sooner
    11. True or False: Sitting up straight, removing distractions and smiling improves your impact on the phone?True
    12. What is a proactive sale?One you initiated
    13. When is conversion successful?When terms are signed and deposit paid
    14. Five steps to building your sales strategy?
      • Offer immediate value
      • Do your research
      • Build a database
      • Approach tactfully
      • Find your target audience
    15. True or False: Do you need to include all your inquiries to have an accurate conversion rate?True
    16. Three simple rules to improve your sales mindset?
      • Be relatable
      • Be relevant
      • Think ahead
    Improving Hospitality Business Operations
    1. Main reason many restaurants fail to succeed?They hire unskilled staff
    2. First phase of the systems development cycle?Documentation
    3. Last step in the documentation process?Training
    4. True or false: The first step towards accountability is getting team members to agree to follow the systems in place.True
    5. True or false: The first step towards creating an environment of accountability is getting your team members to agree to following the systems that have been put in place. (Q5 – options given)
      • Having conversations about the change
      • Delegating the documentation process
      • Training your team how to use the systems
      • All of the above
    6. True or false: Monetary incentives for following systems is a great way to foster accountability.False
    7. What elements should be on your systems template?
      • Name of the system
      • Why the system is needed
      • Results statement
      • Name of the system manager
      • List of system operators
      • The steps of the system
    8. Main task of a systems coordinator?Managing the master systems list
    9. If you answer 'Yes' to all questions in the Five Step Problem Identification Process, you have a:People problem
    10. Systems have to translate into ___ behavior for the staff.Actionable
    11. True or false: Your master systems list functions as a table of contents for all your systems.True
    12. Your system should be:As simple as possible
    Profit and Loss Essentials
    1. How many revenue centers does Typsy Restaurant have?2
    2. COGS stand for:Cost of Goods Sold
    3. Your P&L should reflect your own venue's:Strategy
    4. Select the correct statement:Dish 3 has the lowest food cost percentage and is the most profitable.
    5. Which strategy could help limit the impact of fixed costs on an annual P&L?Spreading fixed costs evenly over the 12 months
    6. Which 3 strategies help you monitor and control your payroll?
      • Writing accurate rosters
      • Tracking your rosters using a time and attendance system
      • Conducting a weekly payroll review
    7. Operational expenses are:All business costs except COGs and Payroll
    8. Which should not be included as a payroll cost on your P&L?Gratuities / tips
    9. The three core revenue categories for F&B P&Ls are:
      • Food
      • Beverage
      • Miscellaneous
    10. What does Net Revenue take into account that Gross Revenue doesn't?Comps and discounts
    11. After adjusting for transfers, which 2 will not be considered beverage costs?
      • Cherry Brandy used in a cherry cheesecake
      • Wine used by Chef to make gravy
    12. On your P&L, 'Topline' is your:Total revenue
    Sales Techniques for Food & Beverage
    1. What can you communicate about a product to help the customer's buying decision?Features & benefits
    2. Three questioning techniques to gather information?
      • Closed questions
      • Open questions
      • Buying questions
    3. What is suggestive selling?Offering an additional purchase that is complementary to the order
    4. Two qualities of a sales mindset to be present to customers?
      • Be quality minded
      • Have pride in your work
    5. Three key things required to become an Intrapreneur?
      • Communication
      • Product knowledge
      • Sales Mindset
    6. What should you do to engage with customers?Be proactive with your service
    7. Two things to consider to identify sales opportunities?
      • Timing
      • Relevance
    8. Best way to increase sales in hospitality venues?Increase the average spend of customers
    9. How can you build your product knowledge? (Select three)
      • Attend training
      • Speak to your peers
      • Visit competitors
    Table Service Fundamentals (Meetings & Events)
    1. What is the purpose of a formal meeting?To present important financial and operational information
    2. Who typically attends a formal meeting?Shareholders, senior management, and board members
    3. Which is an example of a formal meeting?Finance committee meeting
    4. What is the purpose of an informal meeting?To address daily operational issues
    5. What type of meeting is a department meeting?Informal meeting
    6. What should be included in an informal meeting agenda?Discussion on daily operational and policy issues
    7. Which of the following is an example of a meeting?Monthly department meeting
    8. When should regular meetings be scheduled?On a day and time convenient for staff
    9. What should be considered before scheduling a meeting?Whether the information can be delivered via email
    10. What is the purpose of an informal meeting?To address daily operational issues
    11. First step in preparing for a productive meeting?Create an Appropriate Agenda
    12. Why invite the right people to a meeting?To achieve the meeting objectives
    13. When should a meeting be scheduled for maximum productivity?The right time that suits everyone
    14. What should be brought to a meeting to address questions and concerns?Marketing research data
    15. Role of an effective leader in a meeting?Listen and ask questions
    16. Purpose of assigning a note taker?To take detailed notes
    17. How should ideas be presented in a business meeting?Clearly
    18. What should be done with participants' ideas?Appreciate and build on them
    19. How should conflict be handled in a meeting?Effectively
    20. Ultimate goal of a productive meeting?To create something tangible
    21. What types of events fall under special events?All of the above (Meetings and conventions, Weddings and retirement parties, Expositions and conferences)
    22. Purpose of a Destination Management Company (DMC)?To handle logistics for conferences and events
    23. How can a DMC assist with vacation planning?All of the above (Transportation services, Hotel accommodation options, Activities and excursions)
    24. What services can a DMC provide for conferences and events?All of the above (Transportation and hotel accommodation, Restaurants and conference venues, Themed events and gala dinners)
    25. How can a DMC help overcome language barriers?By offering bilingual staff
    26. Benefit of working with a DMC for event planning?All of the above (Less stress and anxiety, Access to a wide variety of resources, Ability to delegate conference details)
    27. Common services offered by a DMC?All of the above (Transportation and hotel accommodation, Activities and excursions, Themed events and gala dinners)
    28. How can planners ensure a DMC meets expectations?All of the above (Be specific about needs, Delegate conference details, Provide clear instructions and requirements)
    29. What are the four types of meetings that can be had?Meetings, conferences, expositions, and special events
    30. What is the purpose of special events?All of the above (Provide unique experiences, Meet the needs of the organizers, Require individual attention)
    Banqueting Service
    1. Cloth that goes under the tablecloth to protect the table?Silent cloth
    2. True or False: Should you show your guest the wine label before opening?True
    3. Two pieces of equipment to catch condensation?
      • Coasters
      • Bread plates
    4. True or False: Does a coffee station serve only coffee?False
    5. True or False: Is it professional to store trays & spare glasses on the floor?False
    6. Match 'banquet setup' with the correct description:Round tables set up with chairs
    7. How can you safely assess the quality of each open bottle of wine?Smell each open bottle
    8. Three service tactics that help a banquet waiter keep on top of the job?
      • Organized
      • Anticipate
      • Adaptable
    9. Two pieces of pack up equipment?
      • Gloves
      • Trolleys
    10. What does aperitif mean?Pre-arrival drinks to stimulate the appetite
    11. Visual tool for the base of your table setup?Show plate
    12. Three points of contact to carry two plates in one hand?
      • Thumb
      • Index finger
      • Middle finger
    13. Whose lead will you follow for service order?Supervisor
    14. Match 'classroom setup' with the correct description:Rows of tables & chairs
    15. What is the timeline of service?A process to follow from setup to pack-down
    16. Two actions to serve guests efficiently during coffee service?
      • Setup cups, saucers & spoons ahead of time
      • Pre-pour cold drinks
    17. True or False: Do you need to secure the lock on a table once set up?True
    18. If you are left handed, which hand holds two plates?Left hand
    19. Two motivators when setting up?
      • Priority
      • Efficiency
    20. Two tools to polish glasses?
      • Hot water
      • Clean cloth
    Guest Experience Fundamentals
    1. What are the five elements of hospitality?
      • Generosity
      • Food
      • Presence
      • Empathy
      • Optimism
    2. Techniques to understand and assess your guest's needs? (Select three)
      • Questioning
      • Body language
      • Listening
    3. Four sectors of the hospitality industry?
      • Food and beverage
      • Accommodation
      • Recreation
      • Travel and tourism
    4. Select 3 things guests want to feel:
      • Welcomed
      • Desired
      • Wished for/Included
    5. Greatest contributor to positive guest experiences?Front-line employees
    6. A positive first impression leads your guest to experience: (Select three)
      • Social connection
      • Solidarity
      • Agreement
    7. Why is personalized service so important?Every guest is an individual
    8. Most important thing you sell in hospitality?Guest experience
    9. How would you best describe service and hospitality?Physical & emotional labor
    10. Guest feedback is completely about what?The guest's unmet needs
    Interacting with Guests
    1. Saying no, without saying no is simply?Politely offering an alternative solution
    2. Open-ended questions begin with:What, Why & How
    3. True or False: Being motivated will drive a good memory for remembering names?True
    4. Three techniques to remember guests' names?
      • Breakdown the name
      • Repeat it twice
      • Rhymes
    5. The 70/30 communication rule?70% listening / 30% talking
    6. Two tips to improve active listening?
      • Never interrupt
      • Paraphrase
    7. Active listening is:Listening to what is being said
    8. What is product knowledge?Knowing what's happening in the business
    9. Three non-verbal gestures with a positive impact?
      • Eye contact
      • Smile
      • Posture
    10. Next level service is about…Meeting the unspoken needs without being asked
    11. You're never fully dressed without a…Smile
    12. True or False: Smiling can put your guests at ease and show you're committed?True
    13. Three tips to build rapport?
      • Smile
      • Match energy
      • Use names
    14. What does rapport mean?Connecting with someone
    15. What is cultural & social knowledge?Knowing what's happening locally
    Customer (Experiential) Service
    1. How to create a positive impression with customers?Listen and take genuine interest in what they say
    2. Three best sentences for a positive first impression:
      • Welcome back Mrs. Smith, it's great to see you again!
      • Let me show you through to the dining room, we've reserved my favorite table for you.
      • That's a beautiful coat, would you like me to hang it up for you?
    3. Steps to resolve a genuine customer complaint?Acknowledge the complaint, express sympathy, offer a remedy
    4. Customers should be treated:As individuals
    5. Most important when dealing with a complaint?The speed of your response
    6. Three ways to build trust with customers?
      • Use the customer's name when talking to them
      • Mirror their body language
      • Meet or exceed the customer's expectations
    7. Benefits of a good customer experience? (Select three)
      • Customer may spend more money
      • Customer is more likely to return to the business
      • Positive word of mouth
    8. A good technique for a complaint is to get the customer to:Use positive language
    9. A positive first impression leads your guest to experience: (Select two)
      • Feeling good
      • Returning to the business or becoming an advocate
    10. Three elements of a good customer experience (per the video)?
      • Communicating in a customized way
      • An appropriate farewell
      • A personalized, friendly greeting
    Relationships for Leaders
    1. Four domains of emotional intelligence?
      • Self-awareness
      • Self-management
      • Social awareness/empathy
      • Relationship management
    2. True or False: Is a valuable feedback process necessary to measure your leadership?True
    3. Match persuasion technique 'Scarcity':People want more of those things they can have less of.
    4. Four elements to building relationships?
      • Empathy
      • Building trust
      • Open communication
      • Intent
    5. First thing to prepare yourself to receive feedback?Mentally prepare yourself to receive feedback
    6. Match guideline 'Commitment':I do!
    7. Match 'The law of reciprocity':You scratch my back, I scratch your back!
    8. Three magic words you want to hear in any relationship?I trust you
    9. Four ways to strengthen relationships with inclusive leadership?
      • Be valuable
      • Be committed
      • Check your biases
      • Be the role model
    10. How to hold another person's professional values in high regard?Understand perspective
    11. Three positive outcomes of collaboration?
      • A sign of great relationships
      • People feel they are part of something
      • Solutions & ideas are formed
    12. What is networking about?Developing good relationships
    13. Match guideline 'Mutual respect':We are equal
    14. True or false: Can you choose to develop your emotional intelligence?True
    15. Great leading is about…Taking care of your team
    16. What do you need to lead and inspire your team?A great relationship
    Delivering Passionate Service
    1. Tables have ordered and the pace has slowed. What should you do?Staying on the floor and looking after your tables
    2. Busy night: water top-ups, wine service for two tables, and a table to clear. Best approach?Ask a team member who is less busy to help you out
    3. Diner mentions long wait; you forgot to take the docket to the kitchen. Next step?Apologize to the diners, explain the situation and let the kitchen know what's going on
    4. Apart from the product itself, what else should you know to sell better?The backstory of the product
    5. Your industry knowledge should be led by…?Both you and management
    6. Best way to stay focused during a really busy shift?Stay cool, calm and collected
    7. What will you learn in service that applies elsewhere?All of the above (Problem solving, Teamwork, Humility)
    8. Characteristic to display as a server?Knowledgeable
    9. Guest really unhappy and you can't resolve it?Talk to your manager and ask for assistance
    10. Trait that helps you serve people better?Being genuine and welcoming
    11. What to aim to do every day?Learn something new
    12. New expensive steak special; first diner wants a dish with vegetables. What do you do?Introduce alternatives
    Fine Dining Service
    1. Three actions to encourage excellent communication?
      • Listen actively
      • Speak with confidence
      • Avoid jargon
    2. In which order do you clear a table?Plate, cutlery
    3. How can you perfect something?Practice & repetition
    4. Three rules to deliver a unique experience?
      • Character
      • Care
      • Communication
    5. Zone to gather all information at a guest's table?20 cm or 20 inch zone
    6. Three traits of a strong and supportive team?
      • Shared values
      • Kindness
      • Respect
    7. Two useful tools for a unique experience?
      • Storytelling
      • Adjust your service
    8. Where do you hold to pick up a glass?The lowest point
    9. Two ingredients for daily consistency?
      • Standards
      • Teamwork
    10. The kitchen and front of house are part of the same team, working together to provide…The perfect experience for guests
    11. True or False: Are the details in a restaurant linked to its vision?True
    12. What was a 'restaurant' in the 18th century?A restoring broth
    13. Order to set up your table?Table covering, cutlery, side plate, glassware, element in front of guest, centerpiece
    14. As an ambassador you must positively reflect company…Grooming standards
    15. What comes first, perfection or innovation?Perfection
    The Art of Menu Engineering
    1. High profit and low popularity item is considered a:Challenge
    2. Which menu item is priced best?Cheeseburger – 9.65
    3. What is 'cash contribution'?Sales price minus food cost
    4. How does the price juxtaposition trick work?Placing an overly expensive item near a cheaper item will boost sales of the cheaper item
    5. Which restaurants should use emotive descriptions for all items?Casual family restaurants
    6. True or false: Creative descriptions can justify a higher price.True
    7. More effective menu description:Texas Smokehouse Burger – 8 oz. oak grilled ground sirloin, melting cheddar cheese, two thick-cut applewood smoked bacon strips and Uncle Tom's Original Texas BBQ Sauce
    8. Food margin is:The amount of profit you make on an item
    9. True or false: Use a different color for prices on your menu.False
    10. True or false: Use the same font size for prices and descriptions.False
    Introduction to Quick Service Restaurants
    1. Meaning behind the steps of service?To provide consistent service in a safe and logical way
    2. Factors that contribute to atmosphere? Choose three.
      • Music
      • Employee attitude
      • Cleanliness
    3. Manual with the processes and instructions to run the business?Operations manual
    4. Top three skills for a successful career?
      • Communication
      • Teamwork
      • Work ethic
    5. Two main reasons guests choose QSRs?
      • Convenience
      • Price
    6. True or False: The service mantra is following the checklists?True
    7. Which best describes a brand ambassador?An invested attitude based on aligned values
    8. True or False: Sequence of service changes from day to day?False
    9. Single most important part of a QSR model?Consistency
    10. True or False: Strict standards are necessary in a QSR?True
    11. Three stages of every QSR shift?Pre-service, peak service, and post-service
    12. Two most important questions when prioritizing tasks?
      • Is there a health and safety risk that needs to be fixed?
      • Will this affect the customer experience?
    13. True or False: QSR careers are limited without a university degree?False
    14. Three ingredients that make QSRs successful?
      • Operational excellence
      • Concept and values
      • Brand ambassadors
    15. Which best describes a QSR?A scalable food and beverage business model
    Sake for Restaurant Owners
    1. Sweet, popular sake that pairs with spicy food?Nigori
    2. Most versatile sake for pairing, also a palate cleanser?Honjozo
    3. Sake with the longer shelf life once opened?Junmai
    4. Sake known for umami, great with savory, hearty foods?Junmai
    5. How long can a bottle of sake last once opened?A few days
    6. Great sake for beginners, fruity and aromatic, pairs with vegetarian dishes?Ginjo
    7. Byproduct of sake brewing used to marinate food?Kasu
    8. How should sake be stored once opened?In a cool, dark place
    Food Delivery Operations
    1. Two ways to remain innovative with food delivery?
      • Engage with their community
      • Keep awareness of macrotrends
    2. Recommended target delivery time for your logistics?5 minutes
    3. Three steps to streamline your menu for delivery?
      • Temperature check
      • Bundle
      • Hold the dressing
    4. Anything under how many stars needs to be addressed?Four stars
    5. Two actions to set standards for delivery drivers?
      • Train
      • Lead
    6. Three steps to prepare delivery operations with the kitchen?
      • Adapt menu to online and delivery
      • On-brand packaging
      • Beautiful photography
    7. Three key decisions for delivery logistics?
      • How big will the delivery zone be
      • What pricing model for delivery fee
      • Who will deliver the orders?
    8. Three options for delivery fees?
      • Free delivery
      • Full fee
      • Subsidized fee
    9. Three steps to design a feedback system?
      • Learn
      • Listen
      • Respond
    10. The 4 steps of the delivery cycle?
      • Marketplace
      • Kitchen
      • Logistics
      • Feedback
    11. Three advantages of insulated delivery bags?
      • They set drivers up for success
      • They keep the heat in
      • They look professional
    12. Option with greater control over profit, guest connection and marketing?Native delivery
    13. How does unit testing help?Tests each step of the delivery cycle is working
    14. How does user testing help?Measures the operations in a live environment
    Food Delivery Service
    1. Correct process for each food delivery order?Pickup, pack-in, transport, drop-off, & feedback
    2. Three important checks before your shift?
      • The weather
      • The vehicle
      • The delivery bags
    3. True or False: Can you pack a pizza box sideways?False
    4. True or False: Is it smart to have a system that tracks your tips?True
    5. True or False: Is it up to you to know your legal responsibilities?True
    6. Match the tip: Don't make them waitWork with a sense of urgency
    7. Three employment options as a delivery driver?
      • Self-employed
      • Restaurant employee
      • Independent contractor
    8. True or False: Does the delivery vehicle need to be insured?True
    9. Three things when choosing an insulated bag?
      • Your vehicle
      • Delivery distance
      • Food volume
    10. Four common rules to know?
      • Traffic
      • Timing
      • Parking
      • Labor
    11. Four measures for contactless delivery?
      • Leave order on a flat surface
      • Take a picture of the delivery
      • Stand back with physical distance
      • Ask customer to stand back
    12. Two important pieces of equipment for a driver?
      • Delivery bags
      • Vehicle
    13. Three skills to get the most out of the job?
      • Being organized
      • A careful driver
      • Polite & friendly service
    14. What is a delivery zone?The area you deliver to
    15. Match the tip: Fix problems immediatelyWork with a sense of urgency
    16. Three actions to make the most of your income?
      • Deliver in the right period
      • Treat your customers like restaurant guests
      • Plan your zone & hotspots
    17. True or False: Should you lock your vehicle and take the keys when doing a delivery?True
    18. Two end-of-shift practices?
      • Clean your vehicle
      • Clean your delivery bags
    Infection Cleaning Principles for Hotels
    1. Germs spreading from person to person through a series of events?The chain of infection
    2. Tips to prevent cross contamination and achieve hygienic cleaning?
      • Use microfiber cloths
      • Separate coloured tools & equipment
    3. Two effective ways to break the links?
      • Hand hygiene
      • Cleaning & disinfecting
    4. What's a 'hotspot'?A space where more people come into contact with an object, or surface
    5. True or False: Do disposable gloves replace good hand hygiene?False
    6. First and most important line of defense against contamination?Correct Hand hygiene
    7. True or False: Must you wash your hands after taking off contaminated PPE?True
    Table Service Fundamentals (Tableside Service)
    1. What does reading the guest entail?Gauging the mood and atmosphere around the table to adjust your tone
    2. What does crumbing the table mean?Removing crumbs and sauces from the table between meals
    3. Common name for pouring a cocktail from a shaker at the table?Cocktail service
    4. When to top up a guest's glass?When the guest has drunk half or more of the glass
    5. Which wine is typically served in a Bordeaux glass?Red wine
    6. "Soigne the table" means?Give elegant service to an extra special table
    7. When pouring in front of guests, where should you stand?A little behind the guest on the right side
    8. Building a tray: which item nearest your body?The heaviest
    9. Which finger helps balance an extra plate on one hand?Thumb
    10. What does constant clearing mean?To clear the table of anything not currently being used by the guest
    11. Area on a glass never touched by a server?The rim
    12. When clearing a table, what rule of service?Reading the guest
    13. Pouring wine tableside, consider:
      • Serving from the right when possible
      • Pouring smoothly and evenly
    14. How should you hold a stemless glass?Right at the base
    15. Best way to pour champagne?Pour slowly until the glass is half full, then let the bubbles settle before topping the glass up
    16. Most important thing when you clear a table?Never take more than you are confident clearing
    17. Proper way to hold a plate?The rim of the plate on the edge and fleshy part of the thumb and the rest of your fingers supporting the plate on the underside
    18. Serving a large table, best way to serve ladies first?Serve each lady in a clockwise order
    19. Carrying a tray above your head?Holding it with your hand flat under the center
    20. Acceptable interruptions when approaching a table:Excuse me
    21. Beginning with "who had the…" is called?Auctioning off
    22. How should you hold silverware?As close to the bottom as possible
    23. What does marking mean?Bringing something in anticipation of the next beverage or course
    Bartending for Beginners
    1. Indicator of a ready shaken cocktail?When the shaker is a little too cold to keep holding
    2. Consequence of over-pouring?It affects the profits of the bar
    3. Drink that can substitute Vermouth in the Cocktail Formula?Lillet
    4. Ideal technique for carbonated liquids?Building
    5. Indicator a stirred cocktail is finished?When the ice is level with the liquid
    6. What is a Toby Tin?A tin-on-tin cocktail shaker
    7. Cocktail culture of the 1970s and 1980s was known for?Artificial flavors
    8. Drinks that typically use crushed ice?Tropical cocktails
    9. What can you mix cocktails in? (Select 3)
      • Mixing glass
      • Pint glass
      • Jar
    10. Why add an ice cube with a large surface area?Slowing down dilution
    11. Formula for the sour cocktail?One part sour, one part sweet, two parts strong
    12. Common language all bartenders share?The techniques to make classic drinks
    13. The Cocktail Formula asks for spirits, bitters, and what?Aromatized wine
    14. Ideal garnish for stirred drinks?Lemon twist
    15. This measuring device is known as?Jigger
    16. Stirring is for cocktails of a spirit, bitters, and what?Liqueur or fortified wine
    17. Grated hard spices are often used in dessert cocktails made with?Cream
    18. Why add sweet Vermouth to punch?It adds aromatics and spice
    19. What does snapping a garnish over a glass do?Releases essential oils from the garnish
    20. This strainer is called?Hawthorne strainer
    21. Cognac, orange liqueur and lemon juice make which cocktail?Sidecar
    22. Why keep everything in its place behind the bar?It allows for quicker service
    Beer Basics
    1. Grain most commonly used to create malt?Barley
    2. Why are grains soaked in brewing?To gain access to starches
    3. Style to recommend for a crisp, refreshing beer?Lagers
    4. Where are New World hops found?
      • Australia
      • New Zealand
      • Brazil
      • America
    5. Correct order of brewing steps?Milling, mashing, lautering, boiling, fermenting, conditioning
    6. Easy way to release carbon dioxide from a bottle of beer?Pour it into a glass
    7. Minimum conditioning time for lagers?6 weeks
    8. Ingredient that defines ale or lager?Yeast
    9. What does 'imperial' on a beer label indicate?Higher alcohol content
    10. Added to Belgian Witbier for its perfumy flavor?
      • Coriander
      • Orange peel
    11. Four main ingredients of beer?
      • Malt
      • Water
      • Yeast
      • Hops
    12. What does IPA stand for?India Pale Ale
    13. Which beer has been poured correctly?Beer on the right
    14. Ingredient that acts as a natural preservative?Hops
    15. ABV stands for:Alcohol By Volume
    16. Why are porters and stouts dark?Because of the grains used in the brewing process
    17. You don't spit beer out when tasting because ___ is picked up towards the back of your palate.Bitterness
    18. Besides converting sugars into alcohol, yeast also:Turns sugars into carbon dioxide
    19. What do hops add to beer flavor?Bitterness
    20. What does IBU stand for?International Bitterness Units
    21. Why is a good head of foam important?Hop oils that are concentrated in the foam impart a lot of flavor
    Better Food Cost Management
    1. Monthly food inventory turn goal in a restaurant?4 to 6 times
    2. What is a descending dollar report?A list of the items you spend the most money on in total
    3. Portion control is important because:All of the above (It prevents waste, It protects the reputation of your restaurant, It keeps food costs under control)
    4. True or false: Prime cost labor should include taxes, benefits and insurance.True
    5. What is an inventory turn?The amount of times you have completely reset your inventory in one month
    6. When should you put food purchases into accounting software?The day the food is delivered or receipted
    7. Items to create a batch recipe cost for? (all that apply)
      • Vegetarian pizza
      • Cheeseburger
    8. Prime cost percentage for a really profitable average restaurant?55%
    9. How often should the key item inventory report be filled out?Daily
    10. Recommended way to organize your food order guide?By category
    11. Which is not usually done when resetting a table?Refolding used napkins for reuse
    Champagne Essentials
    1. What happens during secondary fermentation?Blended wine is placed inside the bottle and a dose of sugar and yeast is added. A metal cap is added and the bottle is laid down in the cellar. The carbon dioxide released is trapped inside, creating the bubbles.
    2. Ideal storage temperature for closed bottles of champagne?Between 5°C and 11°C / 41°F and 52°F
    3. Style made from 100% Chardonnay grapes, vintage or non vintage?Blanc de blancs
    4. The year on a bottle of vintage champagne is:The year the grapes were grown and harvested
    5. Which statement is true?Champagne is a wine that can be enjoyed all year round. It pairs well with many foods and can be drunk as an accompaniment to an entire meal, not just as an aperitif.
    6. Image showing the 3 main grapes of Champagne?B (Chardonnay, Pinot Noir, and Pinot Meunier)
    7. Image showing key differences between vintage and non vintage?C (Vintage = grapes from one year, aged longer. Non-vintage = blend of years, consistent flavor.)
    8. How to open champagne correctly? (select 2)Remove the foil. Keep the metal cage on the bottle. Place one hand over the cork and one on the base of the bottle. Twist the bottle to gently remove the cork.
    9. To be a champagne, a sparkling wine MUST (select 2):
      • Be produced within the Champagne region of France
      • Be produced to an exacting set of standards under the strict regulations of the Champagne appellation
    10. 3 best descriptors of Grand Marques Champagne houses:
      • They make large quantities of champagne
      • They generally make champagne of consistent style and quality
      • They are often well known brand names with big budgets
    11. Techniques to suggest a higher priced wine or champagne? (Select 2)
      • Offer multiple suggestions: one at their preferred price, one slightly higher, and a third slightly higher again.
      • Share interesting facts, a short story or history about the Champagne to help them connect with the product.
    12. What is added during dosage?Sugar
    13. Correct glass to serve champagne in:B (A flute – tall and narrow to preserve bubbles and aroma.)
    Classic Whiskey Cocktails
    1. Which Vermouth for a Manhattan?Sweet Vermouth
    2. Ingredients of a Whiskey Highball?Whiskey and soda water
    3. Whiskey for a Remember the Maine?Rye
    4. What does egg white add to the Whiskey Sour?Body
    5. What is the glass coated with before serving a Sazerac?Absinthe
    6. How many dashes of bitters in an Old Fashioned?4
    7. Ingredients of a Whiskey Sour?
      • Egg white
      • Simple syrup
      • Bourbon
    Cleaning Practices for Infection Control
    1. What kills viruses?Disinfectant
    2. Two categories to determine how frequently to clean?
      • Low-touch points
      • High-touch points
    3. How to start mapping a cleaning plan for your department?Observing what people touch around your department
    4. True or False: Can unhygienic cleaning tools lead to infections?True
    5. Two people to notify for a confirmed infectious disease case?
      • Your Manager
      • The Infection Control Officer
    6. True or False: Do vacuums need to be cleaned and emptied daily?True
    7. True or False: Does shared equipment need disinfecting between each use?True
    8. True or False: Can bed linen used by a sick person be washed with other linen?False
    9. True or False: Follow manufacturer's recommendations when making up disinfecting solutions?True
    10. True or False: Should you always wash your hands then put on your PPE?True
    11. What cleans the immediate area to remove organic matter like dirt and dust?Detergent
    Tea Fundamentals
    1. Tea is 99% what?Water
    2. Before brewing, check the packet for: (select 3)
      • The amount of tea needed
      • The water temperature
      • The steep time required
    3. Which tea is sometimes roasted to change the flavor profile?Oolong
    4. Killgreen is…The process of heating tea leaves to stop them from oxidizing
    5. Key distinguishing factor between the 6 types of tea?The level of oxidization
    6. All tea comes from the plant:Camellia Sinensis
    7. The 4 main types of oxidised teas:Yellow Tea, Oolong Tea, Black Tea, Puerh Tea
    8. Largest consumer of tea per capita?Turkey
    9. 4 popular types of black tea:
      • Ceylon
      • Assam
      • Darjeeling
      • Lapsang Souchong
    10. 4 facts about Pu-erh tea:
      • It is often made from the leaves of wild tea trees
      • It is pressed and shaped into cakes
      • It is a style of fermented tea
      • It can be aged for many years
    11. Iced tea using the hot tea over ice method: useDouble
    12. Your teas should be stored (select 2)
      • In zip-lock bags or small tins, pre-weighed to the correct dose
      • In direct sunlight
    Espresso Coffee Fundamentals
    1. Ideal storage situation for coffee beans?Pic 2 (bag in cupboard, 18 degrees)
    2. Which statement is true?Milk foam rises to the top of the jug and when poured, will always leave the jug first
    3. The ideal dose should weigh no more than:0.5g (0.017oz) either side of your basket size
    4. Milk forming low peaks when moved side to side is:Thick
    5. How long does it take to roast espresso beans?7-15 minutes
    6. 3 cleaning tasks done often DURING a shift:
      • Purge and wipe down the steam wand
      • Clean coffee baskets and portafilters using hot water and a cloth
      • Empty and wipe down the drip tray
    7. Espresso is:A style of brewing method that uses pressure to force hot water through finely ground coffee beans to produce a concentrated shot of coffee
    8. After tamping, the coffee should be:Even, flat and firm
    9. The ideal distribution should look like:A
    10. Too much fat in milk can cover flavor in coffee, too little makes it lack textureTrue
    11. Correct order of the 4 steps:Grind, dose, distribute, tamp
    12. A shot takes 15 seconds. Most likely situation?The extraction has been too fast. The grind might have been too coarse or there could be a channel in the shot
    13. Cows milk should ideally be heated to:65 degrees C / 149 degrees F
    14. A group handle (or portafilter) is:A
    15. Perfect espresso grind feels like a cross between:
      • Sand
      • Flour
    Gin Basics
    1. For something to be legally called gin, the predominant flavor must be?Juniper
    2. You should only make recommendations to new customersFalse
    3. Style of gin great as a base for infusions?New Wave
    4. To check if your infusion is ready you shouldTaste it
    5. To recommend a gin, it's good to know:All of the above (Its name, Where it comes from, The price, The style of gin, What it tastes like)
    6. Infusing gin is:All of the above (A great way to create unique flavors, Easy to do, Becoming more popular with bartenders)
    7. Hendricks Gin is traditionally served with a slice of?Cucumber
    8. London Dry Gin must be made in London?False
    9. 'Botanical' means…Any natural ingredient
    10. Classic Gin and Tonic recipe:1 part gin to 2 parts tonic
    11. A bartender's role is to recommend products as well as serve themTrue
    12. Common styles of gin:
      • Genever
      • Plymouth
      • Navy Strength
      • Old Tom
      • New Wave
      • London Dry
    13. 3 key ingredients in gin:
      • Water
      • Juniper Berries
      • Neutral Base Spirit
    14. Navy Strength Gin must have an ABV of at least?57%
    15. The classic garnish for a Gin and Tonic is limeTrue
    16. From which drink did Gin evolve?Jenever
    17. Where can Plymouth gin be made?Plymouth
    18. When did the Gin and Tonic originate?19th century
    19. What is Gin made in?Stills
    20. The Gin Act of which year brought the Gin Craze under control?1751
    21. Gin can be produced:Anywhere
    Rum Fundamentals
    1. True or False: Is rum associated with fun?True
    2. Two ways to develop product knowledge about rum?
      • Organize a rum tasting
      • Create a rum list with recommendations
    3. True or False: Is there one standard, agreed rule for what constitutes a rum?False
    4. Where is the Appleton Signature blend from?Jamaica
    5. Three characteristics of Spanish-style rum?
      • Light
      • Citrus notes
      • Dry finish
    6. True or False: Does the color of rum refer to quality?False
    7. Rum recommendation for a customer who drinks tequila?Spanish-style rum
    8. Three characteristics of French-style rum?
      • Floral
      • Herbaceous
      • Fruity
    9. Rum recommendation for a customer who drinks vodka?Spanish-style rum
    10. Where is the Havana Club Seven from?Cuba
    11. True or False: Can sweeteners be added to rum?True
    12. Three characteristics of English-style rum?
      • Heavy finish
      • Pungent
      • Robust
    13. Starting ingredient used in making rum?Molasses
    14. Where does the word rum come from?Rumbullion
    15. Base ingredient of the majority of rum?Molasses
    Vodka Basics
    1. Best vodka to drink alongside a meal without interfering with flavors?Rye based
    2. What do Russian distilleries prefer to use nowadays?Wheat
    3. Base ingredient for a very clean vodka with a sweet finish, best with soda?Corn
    4. Base ingredient from earthy to sweet finish, good for whiskey drinkers?Corn
    5. What should you do to vodka to eliminate the ethanol bite?Corn
    6. Wheat-based vodkas with a little bite: (Select multiples)
      • Belvedere
      • Ketel One
      • Absolut
    7. Base ingredient for grainier, richer and fuller flavor?Wheat
    8. Best base for a Bloody Mary or a Dirty Martini?Potato
    Wine Knowledge Essentials
    1. What does yeast produce when added to grape juice?Carbon dioxide
    2. Protein-heavy meal with heavy cream sauce: low or high tannins?High
    3. What can be added to stainless steel tanks to impart oak flavors?Oak staves
    4. Light, tart, high acid sparkling wine perfect for mimosas?Cava
    5. Sparkling wine that tastes like white peach?Prosecco
    6. ___ is not considered an old-world country.Chile
    7. Why are grapes harvested by hand in old world countries?The grape vines are narrowly planted
    8. Full body red with rustic tannins for fatty meats?Cabernet Sauvignon
    9. Extra cold climates are ideal for growing grapes for:Dessert or sweet wine
    10. Which process does not involve secondary fermentation for sparkling wine?Carbonation method
    11. You can break up the tannins by ___ before serving.Decanting
    12. Light, crisp, acidic white for buttery seafood?Chardonnay
    13. White wine best with asparagus, goats' cheese and fresh tomatoes?Sauvignon Blanc
    14. What is phylloxera?A louse that attacks and kills grapevines
    15. A label with only a region means the wine is from the…?Old world
    16. Most expensive oak, imparts baking spice flavors?French
    17. Red from thin-skinned Burgundy grapes, earthy smoke, pairs with mushrooms?Pinot Noir
    18. Oak with neutral flavors, used for mouthfeel?Eastern European
    19. If yeast eats all the sugars until they die, you get a ___ wine.Dry
    20. During crushing, the skin of the grape is left on when making:Red wine
    21. Ageing process giving lighter, crisper flavor with less tannins?Stainless steel tanks
    22. 4 characteristics of New World wines:
      • Higher alcohol content
      • Fuller bodied
      • Fruit forward
      • Low acidity
    Site Inspection Management
    1. Why explain the importance of the piece of business in a site inspection checklist?Because it will motivate other staff members to take accountability for the site inspection
    2. 3 things to research after sending the proposal and before the site inspection:
      • The guest's role and agenda
      • Potential challenges from the piece of business
      • Values that your hotel and the client's company share in common
    3. Most persuasive kind of proof in a site inspection?Demonstration
    4. 4 things for a fond farewell:
      • Have management join you in the farewell
      • Gift them your hotel's glass water bottle with their initial on it
      • Offer a taxi for your client to their next appointment
      • Wave until they drive away and are out of view
    5. How to make your client feel valued during the welcome?Have management to join you in greeting them
    6. True or False: Online, focus on features instead of building rapport?False
    7. How to motivate busy clients to visit?Invite them to a lunch break to make the visit more convenient
    8. How to have a successful FAM trip?Build partnership with local airlines
    9. Sales manager offers three venue options. Which SCARF element?Autonomy
    10. Technicians fixing the TV when showing the room?Thank them for helping to keep the room up and running
    11. Benefit of a warm welcome?Your client will feel comfortable to share critical information with you
    12. 3 questions that are likely buying signs:
      • Do you think we can rearrange furniture in your meeting room to make it more casual?
      • Could we book a meeting space until 6 instead of 5.30?
      • I love your hotel, but we need a small breakout room and currently you don't have one. Do we have any other option?
    13. Before a live virtual site inspection (choose three):
      • Rehearse your itinerary
      • Prepare necessary technical equipment
      • Ask a sales assistant to support you in the site inspection
    14. Why should operational teams prepare for a site inspection?All of the above (It shows clients great teamwork spirits, Sales managers are more likely to win the deal, Operational teams will deliver the event)
    Service Practices During COVID-19 Recovery
    1. Three tips to support your wellbeing:
      • Focus on the present
      • Introduce a routine
      • Prioritize sleep
    2. Two ways to manage guest expectations:
      • Communicate with empathy
      • Be agile during service
    3. Three ways to make a difference during COVID-19:
      • Adapt how you do service
      • Develop deeper connections with guests
    4. Five elements of hospitality (as listed in the course):
      • Build trust and confidence with guests
      • Work safely
      • Start preparing for the change now
    5. The five elements of hospitality:
      • Generosity
      • Food
      • Presence
      • Empathy
      • Optimism
    6. True or False: Is following above the line COVID-19 service practices the safe option?True

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