ProStart Level 1: Unit 5: Chapters 20-22

The person who first receives a complaint is responsible for making sure it gets resolved.

True

One of the best ways to make a strong first impression is through the initial guest interaction.

True

The appearance of restaurant and foodservice employees does not impact first impressions.

False

Every guest who visits a restaurant has the same needs as other guests.

False

Employee feedback is an important part of providing great customer service.

True

When handling a guest complaint over the phone, it is a good idea to do what, so that you can develop a complete understanding of the caller's problem?

Take notes

The feeling that guests take with them from their experience with a restaurant or foodservice operation is called

hospitality.

Restaurant and foodservice employees provide

service.

What is one of the least expensive and most effective forms of advertising?

A strong first impression

Who is responsible for ensuring prompt, friendly, and professional service from the time a guest arrives to the time of departure?

All foodservice employees

Service can be improved through training, effort, and

commitment.

The element that attracts a guest to one operation over another is called

a competitive advantage.

The guest's initial experience with the operation is called

the first impression.

Which is a benefit of good customer service?

Enhanced business reputation

What is the single most important aspect of the job when working in a service industry?

Serving people directly

What accounts for all of the many different settings in which an initial guest interaction might occur?

Customer service plan

Quality customer service will most likely result in

increased guest loyalty.

When two restaurants share similar menus and food quality, a competitive advantage can most easily be gained through

improving customer service.

For servers, what would help to create a positive first impression?

A clean, ironed uniform

Which is a helpful service tip for addressing the needs of parents with small children?

Bring out crayons and paper before service.

Which is a helpful service tip when serving a guest in a wheelchair?

Seat the guest in an area with plenty of space.

What are mystery shoppers?

Anonymous diners hired by an operation to critique the service

Which is the simplest and most immediate way to gather guest feedback?

Talking to diners

Quick surveys that guests complete that note their level of satisfaction with the food and service provided are called

comment cards.

What is it called when guests or employees meet as a group to talk with managers about possible improvements in service or other areas?

focus groups.

In the foodservice industry, what is service?

In the foodservice industry, what is hospitality?

The feeling that guests take with them from their experience with an operation

Which is a reason for an operation to create a good first impression?

It makes guests more likely to forgive minor errors.

When guests arrive at a foodservice operation, when should they be greeted?

As soon as they arrive

What two elements are critical to high-quality customer service?

Service and hospitality

In the foodservice industry, what is competitive advantage?

The thing that attracts a guest to one operation over another

What are comment cards?

Quick surveys that guests complete that note their level of satisfaction with the food and service provided, intends to pursue as guests

What refers to the interaction between a guest and host that includes the service, care, attention, and even physical environment?

hospitality

If a server does not know the answer to a guest's specific question about menu ingredients, he or she should

ask someone who does know.

Good customer service will likely help decrease

marketing costs.

Bad customer service will likely

decrease guest satisfaction.

When serving older guests, you should

be respectful and patient.

Servers must know exactly what is in every menu item or, if unsure, be able to check with

the chef.

If you are serving first-time guests, what should you do?

Spend extra time with them going over the menu and answering any questions.

How can a server identify a first-time guest?

By asking the guest, "Have you dined with us before?"

A restaurant ensures that the exterior of the facility is spotless and well kept, and the staff frequently rehearses the restaurant's greeting script. What is most likely to happen?

Guests will have a positive first impression of the restaurant.

Depending on where a facility is located, what might help make foreign-language guests feel more comfortable and welcome?

Seating them in a separate location

All foodservice employees should

wear clean clothes.

Evaluations guests can fill out that sometimes include more open-ended questions are called

surveys.

Which monitoring method calls a group of customers together to brainstorm ways to improve service?

Focus group

Which monitoring method hires people to visit a restaurant or foodservice operation and report on their experiences and impressions?

Mystery shoppers

_____________________ is what restaurant and foodservice employees provide.

Service

Having special ___________________ means that a guest may not be able to eat certain food items due to allergies or religious restriction, or simply by choice.

dietary needs

_____________________ are experiencing an operation for the first time and might be unfamiliar with the menu.

First-time guests

The ____________________ prohibits discrimination against individuals with disabilities in all places open to the public, and restaurants should be ADA compliant.

Americans with Disabilities Act

When processing cash payments, the cashier accepts the check and cash payment from the guest, restates the total to the guest, and then counts out the change.

True

When serving hot beverages, the cup and saucer need to be served on the left, in front of the guest.

False

A service station prevents servers from having to go to the front of the house to get napkins, silverware, and plates.

False

At rectangular tables, server should stand at the head of the table when taking orders.

True

The captain is responsible for the overall management of service.

False

When removing items from the table while guests are still seated, which task is performed from the guest's right side?

Changing flatware

When removing items from the table while guests are still seated, which task is performed from the guest's left side?

Clearing bread and butter

Who provides the first impression in a restaurant or foodservice operation in appearance, friendliness, and attentiveness?

Host or hostess

In which type of service is food arranged on plates in the kitchen by cooks and brought directly to the guests' table by the server?

American

In which type of service are guests served from a table-side cart called a guéridon?

French

Which type of service is the most formal?

Russian

In which type of service are bowls and platters of food placed on the table, where a seated host or hostess then places the food onto plates?

English

A table-side cart used in French service that holds food or liquid items that will be served to guests is called a

guéridon.

When serving guests at a table, who should be served first?

Children

Which fork is used for appetizers?

Salad

Which type of spoon has jagged edges?

Grapefruit

Shell crackers are most often used to break the shells of which types of seafood?

Lobsters and crabs

Which type of plate is 7 to 8 inches across?

Salad

Which type of bowl is used for dipping sauces?

Monkey dish

Which plate has 6 or 12 indentations carved into it?

Snail

Which dining room employee is responsible for the overall management of service?

Maître d'hôtel

Which dining room employee is responsible for a server area of about 15 to 25 guests?

Captain

A server in training is called a(n)

Apprentice

Which style of service is considered the most elegant?

French

Which serving tool is used to serve bread, rolls, or individual pastries?

Tongs

Which employee assists with bringing food from the kitchen to the tables?

Food runner

Which employee is in charge of the operation during a particular shift and supervises a team of servers?

Floor manager

Which style of service is also known as family-style dining?

English

When making tea, how long should you let the tea steep?

3 minutes

A server says to a guest, "My favorite dish on the menu is the rack of lamb." This is an example of

suggestive selling.

What does blood alcohol content (BAC) measure?

Amount of alcohol absorbed into the bloodstream

In the United States, it is illegal for someone to drive if his or her blood alcohol level is equal to or higher than

0.08.

In general, how old must a server be to serve alcohol?

21

When checking IDs to verify age, a driver's license, state ID, military ID, and what other form of ID are acceptable?

Passport.

How long should brewed coffee be held?

One hour or less

When serving hot beverages, the cup and saucer should be served on the right, in front of the guest, with the handle facing

4 o'clock.

Which of the following is one the fastest growing non-alcoholic drinks in the industry?

Bottled water

Which type of tea is partially fermented?

Oolong

Which style of service uses the fewest tools and utensils?

American

Which type of tea has leaves that are fermented?

Black

Which fork is used for clams?

Oyster

A demitasse spoon is the same as what type of spoon?

Espresso

Generally, cold drinks are served in a

clear glass.

A larger plate used during full-course dinners or to dress up special events is a

charger.

Which type of china has a special lip or spout to prevent spilling when pouring?

The warming unit in the tableside cart used in French service is called a(n) _____________________.

réchaud

___________________ dining is an easy and fast way to dine and typically involves no servers.

quick-service

A(n) _____________________ is a large covered bowl used to serve soup for up to eight people.

tureen

____________________ involves recommending items to a guest.

Suggestive selling

The ____________________ is the area in which an operation keeps additional items such as napkins and silverware so that servers do not have to go to the back of the house to get them.

service station