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WorksheetsFoundations of Restaurant Management Chapter 20
Total questions: 20
Worksheet time: 3600secs
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
True or False
the Americans with Disabilities Act (ADA) provides against discrimination against individuals with disabilities in all places open to the public
True
False
True or False
Staff turn-over means:
Sunday morning all staff meet to make the apple turnovers for the week
True
False
True or False
Upselling is a term used to increase check average
False
True
True or False
When serving it does not matter if they are a first time customer or not.
True
False
True or False
When greeting a guest at the hostess stand you should always thank them for coming in
True
False
What action should you NOT take when handling a guest complaints
Treat the guest with respect
Listen to what the guest is saying
Become defensive and angry
Be patient
When is usually the best time to feed young children
As soon as possible even if it is before the parents meal
only when they start to cry and act up
After the parents have eaten and enjoyed their meal
Before you go out to the restaurant so they don't make a mess.
When taking a complaint over the phone it is important to
take accurate notes and empathize with the guest
block the caller if get to uppity
hang up on them if they get uppity
tell them you don't take complaints over the phone and they will have to come down to file one
According to the American with Disabilities Act Bathrooms in restaurants must have
at least one stall with hand rails and enough room for a wheel chair to turn around
at least cold running water
completely seperate bathrooms for people with disabilities
nothing if they were established before 1984
What does the acronym L.A.S.T. stand for?
Listen, Ask, Solve, Thank
Listen, Answer, Solidify, Thank
Look, Ask, Seek, Tinker
Look, Assume, Search, Think
