Service Standards/Mise-en-place
What is the 10 Foot Rule?
What is to initiate a non-verbal salutation within 10 feet of a guest.
What are the 3 V's of wine service?
What is Vintner (producer), Vintage (year the grapes harvested), Varietal (type of grape, ie: Pinot Noir, etc.)
What is one category a HOST may have an impact on during service?
What is:
Poorly prepared/timed/temperature product(s)
inattentive/rushed/clumsy service
revenue
labor cost
restaurant efficiency
What is the technical delivery or the product. What we physically perform/the mechanics.
How may a guest(s) signify that they are done and ready to be cleared of their food/course at hand?
What is Guest verbally asks you to do so. Guest non-verbally asks you to do so (how?)
What is the 5 Foot Rule?
What is to initiate a verbal salutation when within 5 feet of a guest.
What are the two types of linens used for wine service?
What is a serviette (CA) and a torchon (NY).
What is one advantage to taking reservations?
What is:
Guest comfort/security
Estimate/control guest/cover flow
Efficient balance of table assignments
Plan for special requests, special occasions
What is the definition of the term "Hospitality"?
What is How we deliver the product. Our demeanor and the way in which we exhibit our attitude, conduct, poise, and disposition.
Define the act of crumbing during service?
What is Wiping crumbs, moisture, and spills from the table surface with a clean, damp towel is a best practice.
What are the 4 categories of table maintenance?
What are Glassware, Flatware, Clearing, Crumbing
What is decanting in relation to wine service?
What is to "To gradually pour liquid (typically wine or a solution) from one container into another, especially without disturbing the sediment.
What is one disadvantage to taking reservations?
What is:
Labor and associated costs
Cost of "No-shows"
Potential guest frustration about needing to plan ahead
What is the definition of the term "Enlightened Hospitality"?
What is "Enlightened Hospitality”– (contemporary) being attentive to how the delivery of the product makes it’s recipients feel. Having the guest feel that the server, the staff, and the restaurant all have a sincere interest in their well being and happiness.
What is the time frame in which guest should be greeted after seating?
What is within 2 Minutes, preferably 60 seconds.
What are the 3 R's of Glassware Maintenance?
What is Refill (25%), Replace (when appropriate), Remove (when not needed)
What is aeration in relation to wine service?
What is allowing the wine to breathe -- can help a youthful, high tannin red “open up”. Exposure to oxygen for a period of time can bring out more aroma. Some older wines also benefit from some exposure to air, but older wines can be very fragile and degrade quickly once exposed to oxygen.
What are two Turn Variables to consider during service?
What is:
Number of courses served
Speed of guests
Speed of FOH
Speed of BOH
Guests' stated/implied desires (not to be rushed, etc...)
Arrival Time (guests late/early)
Who are the 5 Stakeholders of Enlightened Hospitality?
What is Employees, Community, Guests, Suppliers, Investors.
How should allergens be communicated on the order/ticket?
What is on every course that the guest is consuming or sharing/in contact with on their table.
What are the 4 requirements when marking?
Must be completed before the food is up
Must be carried on an underlined marking tray
Never with bare hands
Never on an unsanitized surface, ie. cocktail tray.
What is the term for a Butler's Wine Key or Two-Prong Key and what type bottles is it used on?
What is an Ah-So, used on vintage bottles (5-20 years of age)
What are the two most important aspects of Phone Etiquette?
What is to Smile on the phone and always Ask to place a guest on hold when intending to place a guest on hold.
What is the definition or premise of "Guestology"?
What is Fundamental practices of successful hospitality organizations: Everything the organization does focuses on the guest. Treat every customer like a guest – whom you are hosting. Rather than a transaction, seek to “Wow!” the guest. We want an emotional exchange coupled to a financial transaction.
When, why and how often do we deviate from the standards of service?
What is when the guest requests our deviation of the steps of service, it is a reasonable request, and it is the exception to the rule, not the standard.