Chapter 20
What front-of-the-house worker is normally responsible for initial customer greeting?
Host/Hostess
The element that attracts a guest to one operation over another is called
a competitive advantage.
Which is a helpful service tip when serving a guest in a wheelchair?
Seat the guest in an area with plenty of space.
When removing items from the table while guests are still seated, which task is performed from the guest’s right side?
Clearing plates
How long should brewed coffee be held?
One hour or less
The great variety of people and their background experiences, opinions, religions, ages, talents, and abilities is known as
diversity.
Which document defines the work involved with a particular assignment or position?
Job description
True or False:
Most menus organize food items according to the order in which they are usually eaten.
True
Sales are initially won or lost through a guest’s interaction with an operation’s
menu.
The amount of money remaining for an operation after expenses have been paid is called the
profit.
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 guest’s initial experience with the operation is called
the first impression.
When guests arrive at a foodservice operation, when should they be greeted?
As soon as they arrive
When removing items from the table while guests are still seated, which task is performed from the guest’s left side?
Serving plates
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.
Statements of desired results are
goals.
The action or situation that initiates a problem is called the
root cause.
True or False:
Plow horses are unpopular and unprofitable.
False
What does the French term “du jour” mean?
Of the day
Informing guests, selling products, and creating identity are all functions performed simultaneously by
the menu.
The feeling that guests take with them from their experience with a restaurant or foodservice operation is called
hospitality.
Which is a benefit of good customer service?
Enhanced business reputation
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.
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 larger plate used during full-course dinners or to dress up special events is a
charger.
The most effective goals are
SMART.
The final step of the problem-solving model is to
document the problem and solution for future reference.
Which type of menu lists the menu items that are available on a particular day?
Du jour
Which menu type can change on a daily, weekly, or monthly basis?
Cyclical
Which menu type allows guests to choose whatever they want whenever they want it—for example, breakfast at dinner time?
California
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.
When serving older guests, you should
be respectful and patient.
In which type of service are guests served from a table-side cart called a guéridon?
French
Strong performance, professionalism, and engaged, satisfied employees are a result of leaders who
influence by example.
The combination of the knowledge, skills, attitudes, and behaviors a person shows while performing a job is called
professionalism
Which is the first step in the problem-solving process?
Define the problem
A menu that offers only a few selections is what type of menu?
Limited
Which menu item classification is both unpopular and unprofitable?
Dog
Who is responsible for ensuring prompt, friendly, and professional service from the time a guest arrives to the time of departure?
All foodservice employees
Which is a helpful service tip for addressing the needs of parents with small children?
Bring out crayons and paper before service.
How can a server identify a first-time guest?
By asking the guest, “Have you dined with us before?”
A server says to a guest, “My favorite dish on the menu is the rack of lamb.” This is an example of
suggestive selling.
Employees’ expectations of their managers fall into three groups, which are professionalism, personal treatment, and
work and task support.
With SMART goals, the “M” stands for
measurable.
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
Which type of menu lists all meals available at any time of day and is often used by diners that are open 24 hours a day?
California
Which menu items are both popular and profitable?
Stars