Junior Unit 5 Review

A good first impression can be made by

• being pretty.

• speaking loudly.

• wearing nice Jewlery.

• being friendly.

Which attributes describe a consistent leader? (select all that may apply)

• Treating people fairly

• Creating a schedule

• Holding others accountable

• Avoiding disruptive behavior.

The host/ess is primarily responsible for

• managing the dining room.

• busing tables.

• getting refills.

• seating people.

A result of good customer service is

• training cost increase.

• marketing costs decrease.

• food cost increase.

• supplier costs decrease.

Communicating frequently and clearly is an example of

• being intelligent.

• personal responsibility.

• service.

• practice.

What does the "M" in SMART goals stand for?

• Mapped

• Managed

• Measurable

• Mission

A company's mission statement describes

• How it needs to change

• what it's currently doing

• what it has done in the past

• what it wants to be in the future

Which of the following service styles is the simplest?

• English

• American

• French

• Russian

Who is the overall management of service?

• Head waiter

• Front waiter

• Maitre d'hotel

• Captain

The first step in resolving a customer complaint is to

• listen to the guest.

• find a manager.

• blame someone else.

• use humor to deescalate the situation.