Potent Potables
(Type of service) Food is cooked and served
Conventional
Provide a detailed specification for a chicken.
Poultry can be ordered by type, grade, class (e.g., broiler, fryer), style (e.g., breasts, wings), size, whether fresh or frozen, and packaging.
Which of the following is typically found in a job specification and not a job description?
qualifications needed to perform the job
If it seems like you are following a script, treating all guests exactly the same, offering pleasant but predictably identical service, your guest may think the service you provide is not:
Personalized
Assembly / Serve
Nothing needs to be cooked
Providing a Guest Service GOLD® experience by successfully addressing a service failure means you followed the principles of:
Recovery
A person's ethnicity, income, and education are referred to as ________.
Demographics
(T or F) The key to a successful TQM program is continuous monitoring and evaluation.
T
Definition of the sales orientation era
Tried to persuade customers or alter their perceptions
You need to determine which employees get a bonus. This is which aspect of Mintzberg's decisional roles?
Resource Allocator
The leadership continuum developed by Tannenbaum and Schmidt includes which two major components?
Degree of authority used by the manager and the amount of freedom available to the employee.
"Checking" is part of the Deming Cycle. It can best be considered a part of ________ in the foodservice systems model.
Control
What does it mean that a service "expires"?
Today's services can not be used tomorrow.
Democratic is the leadership style in which the ___ makes the decisions.
Employees / Group
Asking an applicant to describe how they handled a situation with an employee who was consistently late for work is an example of using which type of interviewing?
situational
What is the right to privacy?
You have a right to a private life.
The four Ps of marketing (objects) are ________, ________, ________, and ________.
product, price, promotion, place
Theory X manager's beliefs about the average employee
He or she believes workers have an inherent dislike for work and will avoid it if possible.
Definition of the marketing department era
Started to research customer needs
When you inject your ___________ in the guest service you provide, guests feel like they have made a personal connection with you.
Personality
Food is made at a central kitchen
Commissary
T or F: The Blake and Mouton leadership grid has two dimensions, those dimensions are concern for production and concern for service.
F
The second disciplinary step:
Written Warning
Ready prepared service
Cooked and frozen
The negotiation between management and the union on the terms of employment is termed ________.
collective bargaining