ProStart 1 Chapter 20: Principles of Great Service

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?

• take notes

• offer suggestions

• argue back

• give excuses

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

• service

• hospitality

• satisfaction

• intuition

What is the first impression?

• The committee that meets to discuss customer issues

• The first course offered at a 5-star dining establishment

• The ability to solve a guest's problem quickly

• The guest's initial experience with the operation

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

For servers, what would help to create a positive first impression?

• Jewelry that matches the theme of the restaurant

• A clean and wrinkle-free uniform

• The newest perfume

• A decorative hat

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

• Seat the guest in an area with plenty of space

• Serve this guest first

• Avoid going to the table unless called over

• Go over the menu twice to make sure they understand it

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

• smart shopper

• food detective

• mystery shopper

• food critic

Which is the simplest and most immediate way to gather guest feedback?

• Mailing Surveys

• Distributing comment cards

• Holding a focus group

• Talking to diners

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

• tell the guest to read the menu

• ask someone who does know

• assume there are allergens

• take an educated guess

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

• Treat the children the same as the adults

• Serve children's food in take-out containers

• Bring out crayons and paper before service

• Avoid going to the table unless necessary