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PROSTART CHAPTER TEN
1. What three factors does hospitality refer to? (618) 1.the interaction between a guest and host. 2.the service, care, and attention. 3. And physical environment. 2. When going to a new restaurant what does a first impression accomplish? (619) 1. Makes the customer feel welcome. 2.helps the customer feel confident about the decision to come to the operation 3.sets the stage for a good dining experience. 4.Makes customers more likely to forgive minor errors. 3. What is the exterior of the building important to a good first impression? (620) The exterior of the building is what the guests see first and make the first impression of the restaurant. 4. Describe the attributes that help an employee make a good first impression (621) Dress Wear clean, wrinkle-free uniforms or clothing that is in appropriately good condition. Practice good This includes clean hands, nails, face, and hair. Hygiene Jewelry Wear minimal jewelry, but this depends on the policy of management. Describe the needs of each of these groups of people (621-623) Old Age May have difficulty seeing, hearing, walking, carrying food to a table, or counting money. This group also may have dietary restrictions and concerns. Young Children May need high chairs or booster seats, entertainment, and a children’s menu. Dietary Needs Servers need to know what exactly is in the dish, and the menu must have disclaimers on the menu. First-time Guests Introduce yourself, the restuarant, and the food to this new guest. Special Occasions Large groups, require special menus or a special location. Foreign-Language Disabilities Having a server on staff who speaks another language is helpful, and includes pictures of menu items. Not make a huge deal, and sit them where needed (wheelchair) the facility should be equipped to accommodate any needs, like ramps and hand railings in
identifying specific items.Dining Alone restrooms. observe guest behavior to determine whether they want service or a product. Noting any special dietary needs. 7.arranging for the customers to be escorted to their seats. What are 2 alcohol laws that are the same in every state? (638) 1. celebrations.o8 or higher. 9. 6. suggest the establishment’s “best” items. (642-643) Comment Cards Are quick surveys that customers complete noting their satisfaction with the food and service. 2. checking the reservation log for all information pertaining to the customer’s visit 2. Consist of customers that meet as a group to talk with manager about possible improvements in service or other areas. and waiting lists. the server must communicate with the kitchen about each part’s needs. anticipating guest needs. suggest core products and services. suggesting addon items. develop servers’ product knowledge. 11. 3. Why do so many people choose to eat out? (628) So that they don’t have to cook or clean themselves. 8. maintain reservations. Explain pacing and the server’s role in establishing that. learn which items complement one another. Explain each method of getting customer feedback. 10. List several ways a server can be successful in suggestive selling. Are similar to comment cards. (636) Enhancing servers’ communication skills. but sometimes include more open-ended questions. What three things are greeters responsible for? (632) 1. and finally recognizing the positive effect of suggestive selling on the financial position. and passing the information along to the rest of the staff. Surveys Focus Groups . seating arrangements. (635) Is thee the speed at which a guest proceeds through a meal. What is the purpose of a POS? (635) To track guest orders and checks. The consumer must have 21years of age. and so on. and if so. 12. communicate information to back-of-house employees. Asking whether the customer has reservations. Should be seated at a quiet corner or a brightly lit table. and track labor and sales figures. using props. suggesting items that servers themselves enjoy.its illegal to drive with a BAC of .
always looking for ways to solve the problem 2. Define each of the following types of service. Finger Bowl: a small bowl filled with water and often a citrus fruit slice. Servers present the food to guest from a tableside cart. 16.listen to the guest attentively. paraphrase the problem to confirm it with the guest 6. 15. 7. English service is the simplest and least expensive. French This style is typically considered the most elegant.take responsibility for the situation as manager or employee. 14. treat the guest with courtesy and respect. but it is very expensive. List a few contemporary service forms. The bowls and platters of food are then brought on a cart to guests at the table. drive-through service.Mystery Shoppers Are hired by an operation to visit and report on their experiences and impressions of a particular foodservice operation. carry-out service. 3. buffet service. Don’t take guests’ complaints personally 4. . 13. to serve soup for up to eight people. don’t become defensive. Tureen: a large covered bowl. Charger: service plates that don’t directly touch the food. and a seated host or hostess places the food onto plates. and cafeteria service. vending service. empathize with the guest 8. be patient 5. especially with messier meals such as shellfish and ribs. to clean the fingers after eating. English Also known as family-style dining. (653) Quick-service. (654) American Food is arranged on plates in the kitchen by cooks and brought directly to the guest’ table by the server. All food preparation is done in the kitchen. Define the following: (654-660) Gueridon: holds food or liquid items that will be served to guests. don’t pass the buck or blame other employees. Russian This style is the most formal service style. as well as serving dishes and other utensils the servers and a guests may need. What are the 8 methods used to resolve a customer complaint? (645) 1. called a gueridon. Bowls and platters of food are placed on the table.
5. serving soup and beverages 21. an order pad. Exam Prep Questions 1. 9. Responsible for a server area about 15 to 25 guest. Might run the dining room. such as a banquet room or dining room. __c___ 4. What is job description for each of the following? (661) Maitre d’hotel Headwaiter Person responsible for the overall management of service.presenting and serving from platters 2. 7. hand towel.17. is also in charge of the operation during a particular shift and supervises a team of servers. _c____ 3. setting and clearing bread and butter. including salad and bread. What gets done on a customer’s left side? (665) 1. What things should a server have with them? (663) Usually carry service tools. menus. 19. silverware. a pen. 22. cups and saucers. d_____ _a____ __c___ ___d__ ____c_ . ___a__ 5. a corkscrew. 20. Are responsible for assisting width bringing food from kitchen to the tables. a lighter. 4. serving solid foods. c_____ 2. 8. What is a service station and what is generally there? (664) Is the area in which an operation keeps additional items such as napkins. Responsible for service in a particular area. 3. removing anything served from the left. setting and clearing plates 2.clearing the table of extra utensils and crumbs. 10. condiments. and sometimes a crumber. Captain Floor Manager Food Runner 18. ____a_ 6. and is assisted by the front waiter or an apprentice. What gets done on a customer’s right side? (665) 1. changing flatware 3. and water glasses. change.