ProStart 1 Chapter 20 & 21- Service & Front of House

Front

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?

Back

take notes

Front

The feeling that guests take with them from their experience with a restaurant or foodservice operation is called

Back

hospitality

Front

What is the first impression?

Back

The guest's initial experience with the operation.

Front

Good customer service will benefit an operation in all of the following ways EXCEPT: increased guest satisfaction, increased guest loyalty, increased marketing costs, increased profits

Back

increased marketing costs

Front

For servers, what would help to create a positive first impression? Options: Jewelry that matches the theme of the restaurant, A clean and wrinkle-free uniform, The newest perfume, A decorative hat

Back

A clean and wrinkle-free uniform

Front

Which is a helpful service tip when serving a guest in a wheelchair?

Back

Seat the guest in an area with plenty of space

Front

A person who is hired anonymously by an operation to give feedback on the service of the operation is known as a

Back

mystery shopper

Front

Which is the simplest and most immediate way to gather guest feedback? Options: Mailing Surveys, Distributing comment cards, Holding a focus group, Talking to diners

Back

Talking to diners

Front

If a server does not know the answer to a guest’s specific question about menu ingredients, he or she should

Back

ask someone who does know

Front

What is a helpful service tip for addressing the needs of parents with small children?

Back

Bring out crayons and paper before service