Studied by 3 people
Service
What restaurant and foodservice employees provide to customers; it is measured by how well everyone in the operation is doing their jobs.
competitive advantage
The thing that attracts a customer to one operation over another.
Dietary needs
Special requirements people have regarding what foods they can or cannot eat
First-time guests
Guests that are experiencing an operation for the first time and might be unfamiliar with the menu or any special touches that the particular operation offers
Americans with Disabilities Act (ADA)
U.S. law that prohibits discrimination against individuals with disabilities in all places open to the public.
Comment Cards
Quick surveys that guests complete noting their level of satisfaction with the food and service of an establishment
Surveys
Series of questions asked of guests to determine their level of satisfaction with an establishment; surveys are similar to comment cards, but often include more open-ended questions
Focus Groups
guests or employees who meet as a group to talk with managers about possible improvements in service or other areas
Mystery shoppers
people hired by an operation to visit and report on their experiences and impressions of a particular foodservice operation while posing as regular guests
Maitre d'hotel
the person in a restaurant who oversees the waitpersons and busboys, and who typically handles reservations.
Headwaiter
Responsible for service in a particular area, such as a banquet room or dining room.
Captain
a diningroom attendant who is in charge of the waiters and the seating of customers
Front waiter
Typically, this waiter has only 1 to 2 years of experience and works with the captain.
Apprentice
In the dining room this person is a server in training
Floor Manager
Person in charge of the operation during a particular shift; supervises a team of servers.
Server
Person in charge of the operation during a particular shift and who supervises a team of servers
Food runners
These staffers are sometimes employed to assist with bringing food from the kitchen to the tables.
Busers
Assist with the cleaning up and resetting of tables.
Service tools
Hand towel, a lighter, a corkscrew, change, a pen, an order pad and sometimes a crumber
Service station
The area in which an operation keeps additional items; napkins, silverware, cups and saucers, condiments, menus, and water glasses.
Serving utensils
Items used to serve food, such as large serving spoons for casseroles and vegetables, tongs for pastries, etc.
Suggestive selling
Involves recommending additional or different items to a guest. It is one of the keys to the success of any retail business.
American service
Food is arranged on plates in the kitchen by cooks and brought directly to the guests' table by the server. The meal is complete on one plate.
French service
This style is typically considered the most elegant, but it is very expensive. Servers present the food to guests from a tableside cart.
English service
Also known as family-style dining, English service is the simplest and least expensive. In English service, bowls and platters of food are placed on the table, and a seated host or hostess places the food onto plates.
Russian Service
This style is the most formal service style. All food preparation is done in the kitchen. The bowls and platters of food are then brought on a cart to guests at the table.
Gueridon
A tableside cart used in French service that holds food or liquid items that will be served to guests, as well as serving dishes and other utensils the servers and guests may need.
Rechaud
A warming unit in the tableside cart used in French service.
Family style dining
Also known as English service, the simplest and least expensive. In English service, bowls and platters of food are placed on the table, and a seated host or hostess places the food onto plates.
quick service dining
an easy and fast way to dine that typically involves no servers; guests help themselves to food set up in food bars or order at a counter.
Fast-casual dining
between full service and quick service with better quality food than quick service
Butter knife
Smaller than a dinner knife and used to butter bread or cut breakfast food, fruit, and other softer food items.
Dinner knife
Used for all entrées and main courses.
Fish knife
Used only to filet and cut fish.
Salad knife
Knife that is used for salads and is not sharp.
Steak knife
A table knife with a sharp, usually serrated blade, suitable for cutting beef.
Cake fork
Has only three tines and is used to eat cakes, tortes, pies, and pastries.
Dessert fork
Often have a broader tine and can cut like a knife through a soft cake or other pastry.
Dinner fork
Used to eat main courses, vegetables, and pasta.
Fish fork
Used only for eating fish.
Oyster fork
Small, round oyster fork is served with both oysters and clams.
Salad fork
Smaller than the dinner fork and used for salads, appetizers, desserts, fruit, smoked fish, and other delicate food items.
Snail fork/lobster fork
Small, thin forks used only to eat those shellfish. Small, round oyster fork is served with both oysters and clams.
Bouillon spoon
Use for clear soups or broths. The bouillon spoon has a rounded spoon head.
Coffee spoon
Smaller than a soup or sauce spoon; used not only with coffee, tea, and hot chocolate, but also for fruit cocktails and ice cream.
Espresso spoon/Demitasse spoon
Much smaller than a coffee spoon and matches small espresso cups.
Grapefruit spoon
Has jagged edges for carving into the grapefruit.
Sauce spoon
Use with dishes served with sauce on the side.
Soup spoon
Large spoon with an oval spoon head used for cream soups and long strands of pasta.
Sundae spoon/iced tea spoon
long handled spoon
Shell cracker
Used to crack the hard and thick shells of lobsters and crabs.
Dinnerware
plates, cups, saucers, and bowls
Bread and butter plate
This is used for more than bread and butter. Use it as a base for jams and other condiments that may easily spill.
Charger
A large plate, usually used as a platter. Also used as a term for base plate.
Dinner plate
10 to 12 inches across; these plates are used for all kinds of main courses and meals and as a base plate for smaller plates and bowls.
Monkey dish
A shallow bowl, often used for relishes or dipping sauces.
Salad plate
Much smaller than a dinner plate (7 or 8 inches across). Use it for desserts and appetizers as well as salads and as a base plate for gravy and sauce boats and sundae glasses that are served with a napkin or paper doily to prevent slipping.
Soup plate
Flat around the edge with a dip in the center to hold soup, pastas, and even mussels, shrimp, and clams.
Soup bowl
Small and deep bowl with no flat edge, and unlike the soup plate, used only for soup. Soup bowls or cups are sometimes equipped with lids (individual tureen) or a single handle for easier service.
Tureen
a deep covered dish from which soup is served.
Snail plate
Has six or twelve indentions for holding snails.
Gravy boat
Has a special lip or spout to prevent spilling when pouring the sauce onto the plate.
Finger bowl
A small bowl filled with water and often a citrus fruit slice (lemon or orange), to clean the fingers after eating, especially with messier meals such as shellfish or ribs.
Coffee
a dark brown drink made from ground coffee beans and boiled water
Tea
a hot drink that you make by pouring water onto dried leaves
Hot cocoa
Popular breakfast drink made from cocoa powder or shaved chocolate and sugar stirred into heated milk or water.
Hot chocolate
made with chocolate bars instead of cocoa powder
Caffeine
a mild stimulant found in coffee, tea, and several other plant-based substances
Iced tea
Cold version of tea that is made by brewing a large portion of hot tea, adding either sugar or sugar syrup to the hot tea, thoroughly mixing it to ensure that all of the sugar has dissolved, and then chilling it through the addition of ice
Soft drinks
also called soda or fountain drinks
Non alcoholic drinks
drinks without alcohol
a la carte menu
Menu that prices each item separately.
Advertising
A written or spoken media message designed to interest consumers in purchasing a product or service
Aesthetics
pleasing in appearance
Cyclical menu
A menu in which chefs or managers change menu items after a certain period of time.
Du jour menu
menu of the day
fixed menu
A menu in which the same foods are offered every day.
limited menu
Menu that offers only a few items.
Prix Fixe Menu
offers a complete meal with several courses for one price.
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