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WorksheetsProStart 1 Chapter 20: Principles of Great Service
Total questions: 10
Worksheet time: 5mins
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
