ProStart Ch. 20 Principles of Great Service Y12ed

Service is?

• What restaurant and foodservice employees provide.

• The thing that attracts guest to one operation over another.

• What a busser does after guest leave.

• The job of an Executive Chef.

Competitive advantage is...

• what restaurant and foodservice employees provide.

• the thing that attracts guest to one operation over another.

• the restaurant with the strongest chefs

• the restaurant with a manager that copies other restaurants

Dietary needs are

• foods that help guest loose weight

• foods that help guest gain weight

• things that guest may not be able to eat (allergies)

• foods that make guest healthy

First time guest are

• annoying.

• difficult.

• boring.

• experiencing an operation for the first time

ADA is an acronym for

• American Dietary Association

• Americans with Disabilities Act

• Association of Disabled Americans

• Alliance of Disabled Americans

Comment cards are

• quick surveys that guest complete

• surveys with open-ended questions

• allow guest to schedule meetings with managers

• applications for guest to work as "mystery shoppers"

Surveys are

• quick surveys that guest complete

• surveys with open-ended questions

• allow guest to meet with managers

• application to work as a "mystery shopper"

Focus groups

• are quick surveys that guests complete as a group

• are surveys with open-ended questions for groups to answer

• consists of guests who meet as groups to talk with managers

• are hired by an operation to visit and report on their experiences

Mystery shoppers

• complete quick surveys

• answer surveys with open-ended questions

• are a group of guests who meet with the manager

• are hired by an operation to visit and report on their experiences

What is one the least expensive and most effective forms of advertising?

• Discounts

• Billboards

• A strong first impression

• Good service