Terms to Know
Define Service
An activity that is done for others
Abraham Maslow created what?
He created the Maslow's Hierarchy of Needs
Eye contact should be made ____ minutes of a customer entering the room.
1 minute
What are common things you should be able to answer on the phone for a customer?
Menu
Directions
Availability
Other tourist, entertainment or educational place near you
If a customer is complaining about something, how should you listen?
with empathy
The person who says hi and offers to help when a customer walks into the building is called?
a Greeter
I typically wear a white jacket and am in charge of the kitchen. What is my job title?
Chef
When garlic is in its whole form it is called?
A head
Customer Service
The total customer experience
An electronic key card for your hotel room takes care of what type of need
Safety
How is someone standing if they have good posture?
Upright, shoulders back, head up.
Relaxed but alert
your face should look interesting and lively, not bored.
What should the manager be looking for when walking around the inside and outside of the building?
Clean floors, glass, restrooms, parking lot
Light bulbs that need replacing
Anything broken that needs repaired
Plants
Building entrance should be spotless
True or False
You should allow the customer to vent before trying to solve the problem.
True
Letting them vent allows you to learn exactly what the issue is so you will be able to correct it better.
Name two front of the house jobs that would be seen in a hotel?
Greeter Cashier
Front Desk Sales Staff
Bell hop Security Officer
Parking lot attendant Reservation Agent
I work on the line knocking out orders. What is my job title?
Cook
When garlic is a single piece it is called?
a clove
How is a guest different from a customer?
A guest buys services a customer buys products
A free Breakfast Buffet takes care of what need
Physical
why should you smile when talking to a guest on the phone
It naturally makes you sound friendly and warm
What type of person should you hire for your greater?
Positive, bubbly personality
competent
How can you should support for a customer with a problem?
Express concern
Let them know you want to find a solution
Put it in writing; notes or a form it helps the customer to feel they have been heard
Also helps you keep track of complaints
I'm busy making all types of drinks for our guest. What is my job title?
Bartender
Most don't know it, but I am the most important person in the back of the house. Couldn't run the restaurant without me... what is my job title?
Dishwasher
The 2:1:1 ratio of Mirepoix means which of the three vegetables is twice as much as the other... carrots, onions, celery.
Onions
The ability to put your self in someone's shoes
empathy
Treating guest with respect fulfills what need
Esteem
When a customer ask for help how should you respond?
quickly, with a positive attitude,
show competency
show concern for the customer
willingness to help
What should a server do if guest are by the "wait to be seated" sign and the hostess is gone?
Inform them you will go get the hostess or take them to a seat
Even if it isn't your fault why should you not blame others fro the situation?
Customers don't care who is at fault, they just want it fixed.
It will make you look bad.
The discussion should be about how to fix it.
If it is your fault, admit your mistake, apologize to the customer and fix it.
I clean the tables off and rest them. What is my job called?
Busser
I keep track on all the money coming in and out of the business. What is my job title?
Accountant
The Trinity it very similar to mirepoix except instead of carrots it has....
Green Bell Peppers
The positive feeling a customer has about a business that meets their needs.
Customer Satisfaction
Preferred Customer discount is related to what need
Acceptance
Why is it important to try and use customer's names?
When customers hear their name it makes them feel important and welcome. This will make them more likely to return to your business.
What should you do to help a guest once you have shown them to their table?
hang up their coat
Pull out their chair
Get drink orders
Ask if they need anything
Why is it important to have a positive attitude when someone is complaining?
Often the customer will be so pleased with the way a problem was solved they will become a loyal customer.
The complaint could help your business do something in a better way.
This term can be substituted for either a waiter or a waitress?
Server
I take out the trash, vacuum and make up the bed. What is my job title?
Housekeeper
What is the ratio of the sugar to water for a simple syrup?
1:1
Quality Service
service that meets or exceeds customer expectations
A fund raising cruise is related to what need
Self Actualization
What do you call the customer, if you don't know their name?
Sir or Ma'am
Once their food arrives at the table when should you go back and make sure everything is ok?
After two bites
Why is it important to offer multiple solutions?
It shows the customer you are trying to please them.
I am very happy to show you to your table. What is my job title?
Host or Hostess
When the food truck shows up at the back of the building it is my job to check everything in and make sure it gets put up properly. What is my job title?
Receiving Clerk
What is the benefit of roasting a bell pepper?
Takes off the waxy skin
Adds flavor
Define Service Encounter
are the basic building blocks between customer and staff
Educational Cruise fulfills what need
Self Actualization
Give some examples of what "good grooming" means?
Clean clothes; appropriate for the business
showered, clean hair
Neat nails
Trimmed mustaches, breads or even better clean shaven
Why is it important to keep the rest room spotless clean?
People may think clean rest room clean kitchen or dirty restroom dirty kitchen.
Why is it important to follow through with a customer?
It may help you to gain a loyal customer.
Shows you really do care about their satisfaction.
When you are ready I will be here to take your money. What is my job title?
Cashier
My team is responsible for hiring all types of people to help our business run smoothly. What is our job title?
Human Resource Staff
What does aging mean for cheese?
It is the process of dry out the cheese.