Hospitality Service Skills Assessment

This assessment evaluates an individual's knowledge and understanding of key hospitality service skills. It covers various aspects such as interacting with customers, maintaining a clean and safe work environment, handling food and beverages responsibly, and completing end-of-shift procedures effectively. The questions are designed to test both theoretical knowledge and practical application of these skills in a real-world setting.

Unit Code: Assessment Task Number: B Assessment Title:
Assessment Task Number: B
SECTION 1: Prepare for service
Q1: Briefly describe two aspects of a food and beverage attendant’s role and
responsibilities.
Ans:
o The food to shall be presented in well-suited manner.
o Take care of the comfort of customer.
Q2: List two responsibilities of a room attendant.
Ans:
o Fulfill the essential items of room.
o Manage things in room in presentable manner.
Q3: What are two sources of information that help a gaming attendant in a sports club to
prepare and organize their tasks efficiently?
Ans:
o Seek the attention of the customer and provide them with options.
o Place things in well manner in the reach of customer.
o
Q4: List three examples of information about service requirements you need to share with
or inform other members of the team about.
Ans:
Student Number: Student Name:

Unit Code: Assessment Task Number: B Assessment Title:
o Solve the query of the customer.
o Present their service in presentable manner.
o Tackle the customer with ease.
Q5: How do work schedules and checklists help you plan and organise your preparation
tasks?
Ans:
o Checklist helps to plan things with ease.
o Work schedule shows what work has been done and what need to be done.
Q6: What do you need to consider when developing a work schedule and allocating tasks
to team members?
Ans:
o There is need of idea of members who are present on that day.
o Counts of the section on which they have to work.
o The person who can do the task with their ease.
Q7: You are a room attendant in a hotel. What are three examples of preparation tasks you
would complete when preparing equipment and supplies?
Ans: I work as a waitress in a restaurant. Hence the question is not applicable for me.
Q8: List three pre-service tasks that are common across most types of hospitality venues.
Ans: Pantry dishes , Raw material and Menu options.
SECTION 2: Provide service
Q9: What are the four basic principles of quality customer service?
Student Number: Student Name:

Unit Code: Assessment Task Number: B Assessment Title:
Ans:
o Guest welcome
o Guest service
o Feedback
o Comfortable arrangement
Q10: List five types of products or services the customer might require.
Ans: More personalization, more options, constant contract, listen closely and front- liners
control.
Q11: What are three examples of information a customer may ask for from a front office
employee?
Ans:
o Name of the customer
o Number of individuals accompanying him/her
o Customer preferences
Q12: Why is good product knowledge and providing accurate information important when
helping customers to meet their individual needs, requests or requirements?
Ans: Every customer likes persons who knows about the product he/she is offering since it
is a belief that well knowledgeable person delivers accurate product and services and
chances of being fake is low.
Q13: Give one example of how you have assisted a customer with their choice of a product
or service in your workplace or training environment. How did you meet their needs,
special requests or cultural requirements?
Student Number: Student Name:

Unit Code: Assessment Task Number: B Assessment Title:
Ans: Once a customer came to dine in our restaurant but was too confused to order what to
have for the main course. His special requirement was that he was a vegan and he did
not want any onion and garlic in his dish. I guided him for a delicious mushroom dish
which he found tasty.
Q14: Give one example of how and when you have promoted a product or service in your
workplace or training environment.
Ans: In the eve of Christmas and New Year, special dishes with combo offers were the
main attraction in our restaurant. I used to target the couples and suggest them
chocolate special dessert with hot waffle cones, which are the main attraction for the
new couples; hence promoting and selling the product successfully(Sarkar and Singh
2015).
Q15: What is the difference between the up selling and cross-selling methods of promoting
products?
Ans: Cross selling is selling on add-on or by suggesting the customers if he/she likes
something else. Upselling is an option of more expense where suggestions are made
to the customers to opt for the more expensive package.
Q16: Why is meeting customer expectations an important component of providing quality
customer service?
Ans: Meeting the customer expectation is important in the hospitality business to accelerate
restaurants profit margin.
Q17: Why is it important you know your limits when trying to resolve a customer
complaint?
Student Number: Student Name:

Unit Code: Assessment Task Number: B Assessment Title:
Ans: It is important to understand the level of responsibility and not to make any promises
beyond my authority, hence I try to hear the customers complaint first and forward to
my supervisor thereafter.
Q18: List the steps and briefly describe the actions taken in your workplace or training
environment’s complaint handling procedure.
Ans: Recognition of signs
Knowing the complaint or identifying them
Confirming the issue and apologize thereafter
Finding out the customer need
Referring to the supervisor
Explanations for the work done
Customer approvals
Take rapid actions
Following up with the customer
Keeping a record of the incident
SECTION 3: Complete operational tasks
Q19: List the eight steps in a food and beverage establishment’s sequence of service in the
correct order.
Ans: Acknowledge- Greet- Use customer name- keep customer need in mind.
Student Number: Student Name:

Unit Code: Assessment Task Number: B Assessment Title:
Q20: List four operational tasks the concierge and porters would undertake in an international
hotel.
Ans:
o Facilitative level
o Assisting visitors
o Keeping patrons informed
o Improving hospitality
Q21: Briefly describe how you dealt with one operational issue you encountered in your
workplace or training environment, for example, equipment failure or a customer-
related issue.
Ans: To work with the alternative method or use other machine.
Q22: What are two types of technology you or others currently use in your workplace or
training environment to help you complete your operational tasks efficiently?
Ans: Android Application and email services.
Q23: What are two benefits of following a work schedule?
Ans: Work efficiency and time reduction.
Q24: Look at the excerpt from a restaurant work schedule. You are waiter 2. What tasks are
you required to complete according to the schedule? Are any of the tasks shared?
Ans:
Lilyflower Function Centre Work schedule Sit-down
dinner
Time Task Who
Student Number: Student Name:

Unit Code: Assessment Task Number: B Assessment Title:
5.00 pm Turn on urn and coffee machine
Set up pantry area
Waiter 1
Waiter 1, 2
Prepare butter and garnishes
Restock bar
Bar
5.30 pm Prepare tea and coffee service
Complete table settings, butter dishes, bread rolls,
missing items
Waiter 1
Waiter 2
Fold wine collars
Set up bar for service
Bar
I need to co-ordinate with waiter 1 to set up the pantry are first, then complete the
settings of the table, buttered dishes, bread rolls and missing items.
Q25: What are organisational procedures and what do they do?
Ans:
o Allocation of different responsibilities and duties within the team by the floor
manager and the supervisor (Zhao, Qu and Liu 2014).
o Team co-ordination to fulfill the service requirements
o Liaising with all the team members
o Handling out all the tasks
Q26: List three techniques you can use when working cooperatively as part of a team.
Ans: Better communication, To help and support each other in a team, Provide enough
encouragements and favourable feedbacks.
Student Number: Student Name:

Unit Code: Assessment Task Number: B Assessment Title:
Q27: List three health, safety, hygiene or security procedures you follow in your workplace
or training environment.
Ans: To be safe and avoid accidents in the restaurant
To cover any wounds or cuts and take necessary medicines for avoiding further health
deterioration.
To look after personal hygiene and security.
Q28: What three simple techniques can you use to keep your workplace or training
environment clean and tidy during service?
Ans: To follow the rule of cleaning then and there without fail for avoiding accidents and
contamination.
Cleaning the tools and equipments after usage.
To keep brochures, advertising leaflets , menu cards and other displayed items clean
and tidy.
Q29: List two self-management skills that help you integrate all your technical skills within
the whole service period.
Ans: To be on time at the work place and be presentable.
To manage time and concentrate on delivering high quality services.
SECTION 4: Complete End-of-shift duties
Q30: What is the basic aim of end-of-service procedures?
Ans: The basic aim is to clean up after the period of one service and making preparation for
the next period of service.
Student Number: Student Name:

Unit Code: Assessment Task Number: B Assessment Title:
Q31: List three bar end-of-service procedures.
Ans: To polish and clean all the glass wares.
To restock all the perishable items in the freezer
To clean all the small used equipments and floor of the restaurant properly.
Q32: List three food end-of-service procedures.
Ans: To check and clean all the tables which are not yet cleaned.
To remove rubbishes and sanitise bins.
To reset the tables and chairs.
Q33: List four reports or documents that are completed at the end of your shift.
Ans: Sales Report
Maintenance Reports
Records of the customer complaints
Q34: What is the purpose of a shift debriefing?
Ans: To discuss problems related to the workplace, factors affecting productivity level and
what can be done to improve.
Q35: Briefly describe what details and information about a product or service you have
passed on to your colleagues during a team debriefing.
Ans: Details about the quality and quantity of items sold, issues and complaints related to
the item, presentation standards are some of the information I pass down to my
colleagues during debriefing.
Student Number: Student Name:

Unit Code: Assessment Task Number: B Assessment Title:
Q36: When and why is a shift handover completed?
Ans: Shift handover takes place when one shift ends and another starts and it allows
members of the two shifts to communicate about task issues and to discuss important
information.
Student Number: Student Name:

Unit Code: Assessment Task Number: B Assessment Title:
References
Sarkar, D. and Singh, M.S., 2015. Is Your Work Life Balance Under Stress?-A Study on
Recent Trends. SIT Journal of Management, 5(2), pp.12-20.
Zhao, X., Qu, H. and Liu, J., 2014. An investigation into the relationship between hospitality
employees’ work–family conflicts and their leisure intentions. Cornell Hospitality
Quarterly, 55(4), pp.408-421.
Student Number: Student Name: