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