The study text volume 接客全般 has five chapters (plus a glossary of service terms), and
Minna no Tokugi has one lesson per chapter. Here are the key ideas in chapter order.
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The basics of service and omotenashi
接客の基本とおもてなし
What marks Japanese service is omotenashi (おもてなし). Satisfaction rests on QSCA:
quality, service, cleanliness and atmosphere, and missing any one lowers it. On the
floor: niko-niko, haki-haki, kibi-kibi (smile, crisp answers, brisk movement). When
tasks collide, the order is serve food, register, seating, orders, dessert and
drinks, clearing. Serve a table almost together, the child's dish first.
Written from the study text volume 接客全般, chapter 1
接客に関する知識 (PDF p. 5)
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Food allergies and date labels: the basics
食物アレルギーと期限表示の基本
The eight specified allergens (特定原材料8品目) are egg, milk, wheat, buckwheat,
peanut, shrimp, crab and walnut. Everyone in the shop knows which dishes contain
them, and the shop itself warns about hidden ingredients such as sauces and about
contamination risks such as one pot for soba and udon. The use-by date (消費期限) is
the safety limit; the best-before date (賞味期限) is the quality limit and passing
it does not make food inedible at once.
Written from the study text volume 接客全般, chapter 2
食に関する知識 (PDF p. 12)
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Opening, closing and cleaning: the key checks
開店準備・閉店作業と清掃のポイント
For opening, switch on the dining-area air conditioning first, cooking equipment
such as the fryer and griddle 30 minutes before opening, and check attendance and
grooming. At closing, agree last orders with the kitchen, trace any register
discrepancy, and check fire sources and security. Clean to the level the most
sensitive guest calls clean, with the tools used correctly and a daily, weekly and
monthly schedule.
Written from the study text volume 接客全般, chapter 3
店舗管理に関する知識 (PDF p. 14)
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Handling complaints and foreign objects in food
クレームと異物混入への対応
Every complaint, however small, goes to the manager, who comes to the table in
person, and the guest gets a second apology as they leave. The most common foreign
object is a hair, then an insect. Confirm the facts, apologise first, ask whether
the guest wants a remake, cancel the dish on the slip if not, then find the cause
and share the prevention with everyone. Insect traps go where their light cannot be
seen from outside.
Written from the study text volume 接客全般, chapter 4
クレーム対応に関する知識 (PDF p. 20)
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What to do when a guest collapses
お客様が倒れたときの対応
When a guest falls ill, stay calm: follow a companion's instructions if there is
one, the guest's own wishes if they are alone and conscious, and call an ambulance
at once if they are unconscious. Do not lift a collapsed person; leave them as they
are. The same goes for an epileptic seizure. For cardiac arrest (心停止), use the
AED immediately while someone else calls the ambulance, and practise with the AED
regularly.
Written from the study text volume 接客全般, chapter 5
緊急時の対応に関する知識 (PDF p. 22)
The key ideas and example questions are written and edited by Minna no Tokugi from the
study text 外食業特定技能2号技能測定試験 学習テキスト published by the Japan Food
Service Association. They are not a reproduction of the original, were not produced or
endorsed by the association, and Minna no Tokugi is responsible for their content. Page
numbers refer to the published PDF.
