Name:______erik martinez________________________________________ Period:__________

PROSTART CHAPTER TEN

1. What three factors does hospitality refer to? (618) 1.the interaction between a guest and host. 2.the service, care, and attention. 3. And physical environment. 2. When going to a new restaurant what does a first impression accomplish? (619) 1. Makes the customer feel welcome. 2.helps the customer feel confident about the decision to come to the operation 3.sets the stage for a good dining experience. 4.Makes customers more likely to forgive minor errors. 3. What is the exterior of the building important to a good first impression? (620) The exterior of the building is what the guests see first and make the first impression of the restaurant. 4. Describe the attributes that help an employee make a good first impression (621) Dress Wear clean, wrinkle-free uniforms or clothing that is in appropriately good condition. Practice good This includes clean hands, nails, face, and hair. Hygiene Jewelry Wear minimal jewelry, but this depends on the policy of management. Describe the needs of each of these groups of people (621-623) Old Age May have difficulty seeing, hearing, walking, carrying food to a table, or counting money. This group also may have dietary restrictions and concerns. Young Children May need high chairs or booster seats, entertainment, and a childrens menu. Dietary Needs Servers need to know what exactly is in the dish, and the menu must have disclaimers on the menu. First-time Guests Introduce yourself, the restuarant, and the food to this new guest. Special Occasions Large groups, require special menus or a special location. Foreign-Language Disabilities Having a server on staff who speaks another language is helpful, and includes pictures of menu items. Not make a huge deal, and sit them where needed (wheelchair) the facility should be equipped to accommodate any needs, like ramps and hand railings in

5.

Dining Alone

restrooms. Should be seated at a quiet corner or a brightly lit table.

6.

Why do so many people choose to eat out? (628) So that they dont have to cook or clean themselves.

7.

What three things are greeters responsible for? (632) 1. Asking whether the customer has reservations, and if so, checking the reservation log for all information pertaining to the customers visit 2. Noting any special dietary needs, seating arrangements, celebrations, and so on, and passing the information along to the rest of the staff. 3.arranging for the customers to be escorted to their seats. 8. What is the purpose of a POS? (635) To track guest orders and checks, communicate information to back-of-house employees, maintain reservations, and waiting lists, and track labor and sales figures. Explain pacing and the servers role in establishing that. (635) Is thee the speed at which a guest proceeds through a meal, the server must communicate with the kitchen about each parts needs. 9. 10. List several ways a server can be successful in suggestive selling. (636) Enhancing servers communication skills, develop servers product knowledge, learn which items complement one another, anticipating guest needs, suggesting addon items, identifying specific items, suggesting items that servers themselves enjoy, suggest core products and services, suggest the establishments best items, using props, observe guest behavior to determine whether they want service or a product, and finally recognizing the positive effect of suggestive selling on the financial position.

11.

What are 2 alcohol laws that are the same in every state? (638) 1. The consumer must have 21years of age. 2.its illegal to drive with a BAC of .o8 or higher.

12.

Explain each method of getting customer feedback. (642-643) Comment Cards Are quick surveys that customers complete noting their satisfaction with the food and service. Are similar to comment cards, but sometimes include more open-ended questions. Consist of customers that meet as a group to talk with manager about possible improvements in service or other areas.

Surveys

Focus Groups

Mystery Shoppers

Are hired by an operation to visit and report on their experiences and impressions of a particular foodservice operation.

13.

What are the 8 methods used to resolve a customer complaint? (645) 1.listen to the guest attentively, always looking for ways to solve the problem 2. treat the guest with courtesy and respect. 3. dont become defensive. Dont take guests complaints personally 4. be patient 5. paraphrase the problem to confirm it with the guest 6.take responsibility for the situation as manager or employee. 7. empathize with the guest 8. dont pass the buck or blame other employees.

14.

List a few contemporary service forms. (653) Quick-service, drive-through service, buffet service, carry-out service, vending service, and cafeteria service.

15.

Define each of the following types of service. (654) American Food is arranged on plates in the kitchen by cooks and brought directly to the guest table by the server. French This style is typically considered the most elegant, but it is very expensive. Servers present the food to guest from a tableside cart, called a gueridon. English Also known as family-style dining, English service is the simplest and least expensive. Bowls and platters of food are placed on the table, and a seated host or hostess places the food onto plates. Russian This style is the most formal service style. All food preparation is done in the kitchen. The bowls and platters of food are then brought on a cart to guests at the table.

16.

Define the following: (654-660) Gueridon: holds food or liquid items that will be served to guests, as well as serving dishes and other utensils the servers and a guests may need. Charger: service plates that dont directly touch the food. Tureen: a large covered bowl, to serve soup for up to eight people. Finger Bowl: a small bowl filled with water and often a citrus fruit slice, to clean the fingers after eating, especially with messier meals such as shellfish and ribs.

17.

What is job description for each of the following? (661) Maitre dhotel Headwaiter Person responsible for the overall management of service. Responsible for service in a particular area, such as a banquet room or dining room. Responsible for a server area about 15 to 25 guest, and is assisted by the front waiter or an apprentice. Might run the dining room, is also in charge of the operation during a particular shift and supervises a team of servers. Are responsible for assisting width bringing food from kitchen to the tables.

Captain Floor Manager Food Runner

18.

What things should a server have with them? (663) Usually carry service tools, hand towel, a lighter, a corkscrew, change, a pen, an order pad, and sometimes a crumber. 19. What is a service station and what is generally there? (664) Is the area in which an operation keeps additional items such as napkins, silverware, cups and saucers, condiments, menus, and water glasses. 20. What gets done on a customers left side? (665) 1.presenting and serving from platters 2. serving solid foods, including salad and bread. 3.clearing the table of extra utensils and crumbs. 4. setting and clearing bread and butter. 5. removing anything served from the left. What gets done on a customers right side? (665) 1. setting and clearing plates 2. changing flatware 3. serving soup and beverages

21.

22.

Exam Prep Questions 1. c_____ 2. _c____ 3. __c___ 4. ___a__ 5. ____a_

6. 7. 8. 9. 10.

d_____ _a____ __c___ ___d__ ____c_