Demonstrate procedures for marketing to customers.

Demonstration should include

• approaching guests in a friendly and professional manner
• making suggestions appropriately
• showing knowledge of the menu
• handling special requests gracefully
• maintaining customer-service standards.

Process/Skill Questions:

Thinking

• Why is flexibility an important attribute for waitstaff?
• What is upselling?

Communication

• What specialized skills would be valuable for a server?
• What are the basic standards of customer service?

Leadership

• Why is it important to offer customers alternative menu selections, such as heart-healthy, vegan, gluten-free, or low-calorie foods?

Management

• What serving skills can improve guest satisfaction and gratuities?
• What are some ideas for handling unexpected problems while serving?