PHSOB Club Quick Quiz Answers

Here are some expanded answers to the quick quiz questions. Don’t forget to take a look at how you’re doing on the leaderboard at the bottom of the page.

QUESTION 1 ANSWER

Which of the following is NOT part of the 3 important things to find out about a big walk-in-group before they are seated?

• Who will be accountable for settling the bill?
• Amount / PAX of people who will be served?
• Are they here for food and drinks or for drinks only?
• Smoking or non-smoking?

When clients’ arrive at the entrance, we find out how many guests they are in total, would they be eating with us or just having drinks, and if they would prefer to be seated in the smoking or non-smoking areas. The issue of split bills can be determined when taking the orders and not at arrival.

QUESTION 2 ANSWER

Who’s responsibility is it to find out about bookings?

• The bar and waiter shift supervisors
• The club Manager
• All waiters and bar staff
• The Kitchen manager

A guest without a reservation is called a walk-in. At PHSOBC, the majority of our guests are walk-in guests. This does not mean that we do not take bookings though. It is the supervisors responsibility to find out from the office if there are any bookings for the shift and to inform the waitron team accordingly.

QUESTION 3 ANSWER

Which of the following sentences is INCORRECT?

• We leave clients’ who seem to be happy even though they wanted a different place to sit
• Before seating guests, we ensure there is enough space for them all to be seated. If not, get assistance in joining tables before guests are seated
• If you have guests with files or laptops, offer them a table that has enough space and one that is close to a plug
• If the clients’ preferred seating option is not available, inform them of the situation, the potential waiting time and offer them a few other options instead

Before seating the guests, we ensure the table is big enough, there is enough seating space and the tables are correctly set up for the clients’ needs. If you have guests with files or laptop bags, offer an extra table or chair instead of placing them on the floor. Should a clients’ preferred seating not be available, let them know you’ll do your best to get them there ASAP but offer them other options in the meantime. Always follow-up with them when preferred seating becomes available, even if they seem ok. When transferring clients’ to a preferred seating area, always carry their drinks (or food) for them. Unless the table was booked – DON’T give new arrivals a table before assisting guests who have arrived earlier. 

QUESTION 4 ANSWER

Which of the following is considered part of industry best practices when taking meal orders and making recommendations?

• Asking good questions to determine what recommendations to make
• Knowing your menu well and knowing a lot about each meal on the menu
• Knowing how hungry they are
• Only (A) and (C) are correct
• (A), (B) and (C) are all considered best practices

When clients want to eat, it is important to spend time with them to determine their preferences as the more information you generate, the easier it will be to make a recommendation. Knowing your menu and each item on the menu is essential. Facts you need to know before making any recommendations include: Do they prefer seafood, meat, chicken or pizza?; Do they like spicy food or not; How hungry are they; Do they prefer a hot or cold meal; Do they have allergies or dislikes? 

QUESTION 5 ANSWER

Which of the following approaches is NOT part of upselling?

• Bringing another round of drinks before the client orders them
• When guests’ drinks are ¼, offer them another round
• Offer one of the new drinks specials after guests’ first round of drinks are almost done
• Offer guests a plate of chips or a small platter to share if they have been around for a while and have had nothing to eat.

Upselling is simply getting a customer to spend more than they were originally intending to spend. Upselling should seem like good service rather than a sales pitch. It’s important to read the customer’s behaviour, for example, offer a dessert suggestion when you see they are not ready to go after a meal. Don’t annoy the customer – be subtle with your upselling. Customers can be lost permanently due to pushy upselling. At no time should we bring something they have not ordered directly – do not make assumptions.