Foundations of Restaurant Management Chapter 20

Quality Customer service will most likely result in

• Lower Payroll

• higher turnover

• better guest loyalty

• increased marketing costs

When rival restaurants share similar menus and food quality, a competitive advantage can most easily be gained by

• creating a unique menu

• moving to a better location

• improving customer service

• underselling other operations

An operation ensures that the exterior of the facility spotless and well-kept, and the staff frequently rehearses the restaurant's greeting script. What is most likely outcome of this operation's efforts?

• Table service will become slower but more thorough

• Staff turnover will increase due to the script requirements

• Guest will have a positive first impression of the operation

• Profits will decrease because of costs to maintain the exterior of the facility

Servers will help to create a positive first impression by wearing

• a clean, ironed uniform

• brightly polished jewelry

• Strong, expensive perfume

• a hat or head covering for sanitary reasons

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

• Treat the children the same as adults

• Avoid going to the table unless necessary

• Bring out crayons and paper before service

• Serve children's food in take-out containers

What are mystery shoppers?

• Repeat guests who frequently leave comment cards

• Guest who report a positive dining experience but never return

• Anonymous diners hired by an operation to critique the service

• Guest appreciation programs that are run during the holidays

What is the most immediate way to gather guest feedback

• Mailing surves

• Talking to dinners

• Holding focus groups

• Comment Cards

When handling guest complaints the first thing you should do is

• walk away from the issue without resolving the issue

• listen to the guest to understand the issue

• give the guest a free dessert no matter what

• get another server or guest to handle the problem

A first impression can be defined as

• the first taste of any of the food or beverages served at a restaurant

• the first time people search for a restaurant online

• the feeling someone gets when ordering a dish

• the strongest feelings that someone receives from an event, a location , or a person

What are some of the challenges when serving older guests?

• Some have difficulty hearing, seeing, walking, carrying food or counting money

• They are all grouchy

• They all want their soup boiling hot

• They don't tip very well