Frungillo Catering Design
Service Training Video 1 Test
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On a Friday night you are feeling very sick with a cough and fever and you are scheduled
to be at work at 9 am in the morning. What should you do?
Take 2 aspirin and call in sick in the morning.
Go out to a bar and try to drink the illness out of you.
Call your manager and let him/her know that you may not be able to be at work and that you will
          try to find a replacement for yourself tonight while keeping your manager updated.
Tough it out and show up at work even thought you are sneezing and coughing in front of the clients.

The dinner entrée has just been served and a guest at your table asks for a different entrée.
You go to the kitchen and there is no food left. What should you do?
Tell them that they had their chance to choose and it’s too late, “the kitchen is closed”.
Ask what the problem is with their entrée and try to understand why they want to switch.
Happily run to their rescue and tell them that you will go out of your way to get whatever they want.
Courtesy approach the guest and tell them that you will have your manager come over to try to help them.

On a raining afternoon a band member comes running in the front door during
your set up and he is dripping water all over the foyer. What should you do?
Yell at him and get him off the floor immediately.
Approach him and ask him which event he is playing for and direct him to the proper room.
          Let him know that we have hot coffee for him once he is settled. Then immediately get a wet floor
          sign and have the floor dried.
Ask him his favorite song.
Ask him what instrument he plays.

A new employee is setting up chaffing dishes and it is clear to you that there is not enough
water being put in and that it may cause a the chaffing dish to burn and cause a fire.
Nicely approach the new employee and let them know how to set up a chaffing dish properly and
          then let the manager know how you handled the situation.
Grab the water from the employee and “show them” how to do it.
Disregard the situation because you are not responsible even though your actions would have
          helped an employee improve and possible solve a bad situation.
Point out how “dumb” the new employee is to another employee and totally undermine a team effort.

You are the Maitre’d in the ballroom and you need the attention of all of your servers but one
is continually not “looking” at you as they are suppose to. What do you do?
Yell the servers name across the room to get his/her attention.
“Signal” to the attentive server that is near the distracted server to get his/her attention. Let them
          know what you need done and then meet with them privately after the event to explain that they must
          always be watching the Maitre’d for instruction and that it makes the Maitre’d’s job impossible if all of the
          servers do not follow this simple rule.
Run over to this server and pull them out of the room and “straighten them out” in the kitchen.
Run over to this server and pull them out of the room and “straighten them out” in the kitchen.

You have just served coffee and dessert and you approach your table to check on your guests.
What should you say?
“Is everything OK?”
“Didn’t I do a great job tonight?”
“Is there anything else I may do for you?”
“Doesn’t the bride look a little chubby in that gown?”

At the beginning of the dinner, you approach your table to introduce yourself and ask for their
dinner choices; however you are not sure that you totally think that you got all of the choices
correctly. What should you do?
Leave the choices as they are because most people change their minds or forget what they ordered anyway.
Excuse yourself and let the guests know that you may be confused and that you would like to once
          again review their choices.
Run back to the kitchen crying that you are overwhelmed with this job and that the guests are too hard to understand.
Tell the chef to prepare an extra fish and meat dish for this table because you need to “cover” yourself.

You are passing hors d’oeuvres and there are two pieces left on your tray that are getting
cold and dry. You know that you are supposed to pick up dirty glasses, plates, forks and
napkins on the way back to the kitchen but you don’t know what to do with these uneaten
hors d’oeuvres. What should you do?
Sneak over to a corner and pop the remaining hors d’oeuvres in your mouth to allow room on
          your try to pick up items on the way back to the kitchen.
Approach guests and let them know that they should eat these quickly because there may not be any left.
Slide the hors d’curves to the side of the tray and cover them with a cocktail napkin allowing room
          for you to pick up items on your way back to the kitchen.
Run back to the kitchen and make sure that these hors d’oeuvres are “re-heated” and sent back out.

We are about to pour the coffee, what are you checking for on the tables:
That the table is clean of debris, that all unneeded glasses and utensils are cleared and that the
          napkins are folded and coffee cups, spoons and dessert forks are there.
That sugars and creamers are at the tables and the coffee cups are “slide” to the edge of the table
          to allow you to pour the coffee safely.
Make sure that you understand your “role” that the Maitre’d has given you during the coffee and
          dessert service. (Either to pour coffee/decaf/tea or to serve desserts and who do I follow in “waving”
          the coffee and dessert.)
All of the above.

You are having really “Down” day personally and everyone is getting on your nerves,
including the manager, co-workers and the guests. You should:
Let your manager know what you are feeling and perhaps he/she will spend some time with you
          to allow you to talk about it and unwind before you begin work.
Take a moment before getting to work to “settle” yourself and put things in prospective.
          Allow yourself to understand that your “problems” are real but that they should not interfere with
          your work or with the client and their guest’s enjoyment.
Respect yourself, your job and your professionalism by “putting aside” these issues for the
          short time that you are at work. Remind yourself that you are only “on-stage” performing for a
          short time and that it is important that all goes well for the event. After all, you will be a client and
          a guest at some point and you will not want someone waiting on you that is caring more for
          their own issues than for the guests and their needs.
All of the above.


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