Service
What front-of-the-house worker is normally responsible for initial customer greeting?
Host/hostess
The guest’s initial experience with the operation is called
the first impression.
When serving hot beverages, the cup and saucer need to be served on what side of the customer?
Right
In general, how old must a server be to serve alcohol?
21
The great variety of people and their background experiences, opinions, religions, ages, talents, and abilities is known as
c. diversity.
The action or situation that initiates a problem is called the
root cause.
When handling a customer complaint over the phone, what should you do to develop a complete understanding of the problem?
Take notes
Which is a helpful service tip for addressing the needs of parents with small children?
Bring out crayons and paper before service.
What side of the customer does servers serve plates from?
Left
A larger plate used during full-course dinners or to dress up special events is a
charger.
The most effective goals are
b. SMART.
Which is the first step in the problem-solving process?
Define the problem
The feeling that guests take with them from their experience with a restaurant or foodservice operation is called
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.
What side of the customer does servers clear plates from?
Right
How long should brewed coffee be held?
One hour or less
The combination of the knowledge, skills, attitudes, and behaviors a person shows while performing a job is called
d. professionalism.
Strong performance, professionalism, and engaged, satisfied employees are a result of leaders who
influence by example.
What is one of the least expensive and most effective forms of advertising?
Good service
Quality customer service will most likely result in
increased guest loyalty; hence, increased profits
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
A server says to a guest, “My favorite dish on the menu is the rack of lamb.” This is an example of
suggestive selling.
With SMART goals, the “M” stands for
measurable.
The final step of the problem-solving model is to
implement the action plan.
Who is responsible for ensuring prompt, friendly, and professional service from the time a guest arrives to the time of departure?
All foodservice employees
The element that attracts a guest to one operation over another is called
a competitive advantage.
In which type of service are guests served from a table-side cart called a guéridon?
French
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 document defines the work involved with a particular assignment or position?
Job description
Which skill is based on the ability to inspire and motivate employees to behave in accordance with the vision of an organization and to accomplish the organization’s goals?
Leadership