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Restaurant Management > Chapter 6 - Principles Of Good Service > Flashcards

Chapter 6 - Principles Of Good Service Flashcards

1
Q

What characteristics do employees have when focusing on guest needs?

A 
Address guest by name.
Be well groomed (clean clothes, neat and clean hair, fingernails, etc.)
Have good posture.
Make eye contact.
Respond quickly to requests.
Smile!
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2
Q

Why should one address a guest by name?

A

It makes the guest feel important and welcomed.

They are more likely to come back again.

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3
Q

What is the importance of being well-groomed?

A

Image is important!
Clean uniform
Good appearance
Good grooming

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4
Q

Why is eye contact so important?

A

Eye contact:
Is a powerful act of communication
Indicates a willingness to serve
Shows interest

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5
Q

All guest complaints should be addressed as quickly as possible.

A

Attitude should be positive.
Demonstrate a willingness to help.
Response should be competent.
Show concern.

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6
Q

Teamwork and skills -

Name the skills that are vital (necessary) in the foodservice industry:

A

Communication - verbal
Positive attitude - non-verbal
Respect
Empathy (understand feelings of others)

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7
Q

What is found at the beverage station?

A 
Cold drinks (soda, iced tea, lemonade, etc.)
Hot drinks (coffee, tea, hot cocoa)
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8
Q

What is found at the service station?

A 
Dishes
Glasses
Eating utensils (forks, spoons, knives)
Water
Bread
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9
Q

Name some side work duties in a restaurant:

A

Refilling (salt and pepper shakers, sugar bowls, condiments - ketchup/mustard)
Cleaning (seats, tables, floor)
Folding napkins

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10
Q

Name some section duties in a restaurant:

A

Server oversees a group of tables

Server responsible for: setting the tables, cleaning the tables, taking orders, delivering food.

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11
Q

What are the steps in resolving conflict?

A 
Define the problem
Suggest a solution
Evaluate a solution
Compromise
Brainstorm
Mediate (help people resolve a conflict)
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12
Q

Dining Room - Tableware:

A

Dinnerware and silverware that one person would need for a meal.

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13
Q

Dining Room - Dinnerware:

A

Plates, cups, bowls, saucers

Made from china, earthenware, pottery, plastic)

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14
Q

Dining Room - Silverware

A

Knives, forks, spoons.

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15
Q

Dining Room - Glassware:

A

Juice, water, and iced beverage glasses

Made from lead glass, crystal, plastic

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16
Q

Dining Room - Table Accessories:

A

Add to the look of a dining table and include linens and centerpiece

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17
Q

Dining Room - Table Linens:

A

Table cloths, place mats, napkins

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18
Q

Dining Rooms - Centerpiece:

A

Adds beauty and interest to a table, made from a range of materials (flowers, fruit, other decorations)

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19
Q

Dining Room - What are the primary goals in setting a table?

A

Convenience and comfort.

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20
Q

Where should the dinner plate be placed?

A

At the center of the space allowed for each person.

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21
Q

How wide apart should the silverware be placed?

A

The width of the chair.

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22
Q

Where should the bread plate be placed?

A

At the upper left of the dinner plate.

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23
Q

Where should the salad plate be placed?

A

At the left of the dinner plate.

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24
Q

Where do the beverage glasses go?

A

At the top right, above the knives.

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25
Q

Where do the forks go?

A

To the left side of the dinner plate.

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26
Q

Where do the knives go?

A

To the right side of the dinner plate.

27
Q

Where does the soup spoon go?

A

At the right side of the service plate.

28
Q

Where do the desert fork and knife go?

A

Above the dinner service plate.

29
Q

STUDY THE TABLE SETTING!!!

A

PICTURE ON IPAD!!!

30
Q

What are the rules for serving your table from the right?

A

All pre-plated food items (prepared and plated in full from chef and in the kitchen)
All beverages
All soups that are fully prepared or are poured table-side

31
Q

What are the rules for serving from the left side?

A

All bread.

Any food presented from a platter.

32
Q

What should you do when clearing the table after each course?

A

Remove everything not needed for the next course.

33
Q

Who do you start with for serving?

A

Serve guest of honor first

Clear from the left

34
Q

What three factors does hospitality refer to?

A

Service
Care
Attention

35
Q

When going to a new restaurant, what does a first impression accomplish?

A

Makes the customer feel welcome.
Customer feels good about coming.
Sets the stage for a good dining experience.
Makes customers more likely to forgive minor errors.

36
Q

Why is the exterior of the building important for a good impression?

A

The outside of the building is usually the first thing the guest sees.

37
Q

Describe the attributes that help an employee make a good first impression:

A

Dress appropriately - clean, wrinkle-free uniforms or clothes in good condition
Practice good hygiene - clean hands, nails, face, and hair (held back or put up)
Limited jewelry - wear minimal jewelry (this also depends on management policy)

38
Q

Describe the needs of people of old age:

A

Additional needs - can have problems seeing, hearing, walking, carrying food to table, counting money, and may have dietary restrictions.

39
Q

Describe the needs of young children:

A

May need high chair or booster, things to entertain (crayons, paper), children’s menu

40
Q

Describe the needs of people with dietary needs:

A

May have allergies, special diet (gluten free, dairy free, etc.)

41
Q

Describe the needs of first-time guests:

A

May need help with unfamiliar menu items.

42
Q

Describe the needs of people celebrating special occasions:

A

Might need a special menu, may be part of a large group, may need a private space/dining area

Example: we had nine guests for your 18th birthday and needed two tables.

43
Q

Describe the needs of people who speak a foreign language:

A

May need a menu in another language or a server/staff person who can speak their language and translate

44
Q

Describe the needs of people with disabilities:

A

May need special seating for wheelchair, may need handrails/grab bars in restroom, ramp at entryway, may be deaf (may need you to speak so they can see your lips) or blind (may need Braille menu).

45
Q

Describe the needs of people eating alone:

A

Ask person if they need a quiet place or would like to be seated near others, make sure they get the same level of attention as other guests/groups.

46
Q

Why do so many people eat out?

A

They don’t want to cook or clean.

47
Q

What three things are greeters responsible for?

A

Reservations - ask if guest has reservation, check log for reservation
Find out about needs - dietary, seating, celebration - and tell rest of staff
Arrange for the guest to be walked to seat

48
Q

List ways a server can be successful at suggested selling:

A

Know your food - what is in it, how is it cooked - so you can answer guest questions
Anticipate guest needs
Suggest add-on items (drinks, appetizers, desserts)
Have good communication with guests

49
Q

What are two alcohol laws that are the same in every state:

A

Against the law to drive with a BAC (blood alcohol content) of .08 or higher
You must be at least 21 years old to buy alcohol

50
Q

Methods of customer feedback:

A

Comment Cards - guest completes quick survey with questions about food service
Surveys - similar to comment cards, but has open-ended questions
Focus Groups - group of customers that talk with manager about possible improvements in service or other items
Mystery shoppers - hired by a business to visit that business and report on experiences and impressions

51
Q

What are eight methods to resolve (find a solution) guest problems?

A

Listen to guest attentively, look to solve problem
Treat guest with courtesy and respect
Don’t take guest’s complaints personally
Be patient
Empathize with guest, understand how they feel
Restate the problem and main details to confirm with guest
Take responsibility for the situation as a manager or employee
Don’t blame other employees

52
Q

What are a few contemporary (modern/current) quick service forms:

A 
Drive-thru
Buffet
Carry-out
Vending
Cafeteria
53
Q

American service:

A

Food put on plates in the kitchen by cooks and brought to guest table by a server, complete meal on one plate (easiest)

54
Q

French service:

A

Servers show guests food from table side cart, finishing touches to food is completed table side (most elegant and most expensive)

55
Q

English (family style) Service:

A

Bowls and plates of food are place on the table and served by host of the table or passed around the table for guests to serve themselves

56
Q

Russian Service:

A

Food prep done in the kitchen and then brought to the table on a cart, servers hold bowls/plates of food ass they serve food to each person (most formal)

57
Q

What is a Guerdon?

A

Table side cart that holds food or liquid items that will be served to guest. Cart also holds serving dishes and utensils.

58
Q

What is a charger?

A

Service plates that don’t directly touch the food

Usually goes under the dinner plate or serving dishes

59
Q

What is a tureen?

A

A large covered blow to serve soup for up to 8 people

60
Q

What is a finger bowl?

A

A small bowl filled with water and citrus fruit slice (lemon or orange) to clean fingers after eating.

61
Q

What is the job description?

A

Maitre d’hotel (Maitre D) - responsible for overall management of service
Headwaiter - responsible for served in one area like a banquet room or dining room
Captain - responsible for service area of about 15 to 20 guests
Floor Manager - In charge of the operation during a specific shift, supervises a team of servers
Food Runner - helps bring food from the kitchen to the table

62
Q

What things should a server have with them?

A

A server should have a hand towel, a lighter, a cork screw, change ($), a pen, an order pad, and a crumber (small device to pick up crumbs)

63
Q

What additional things get done on guest’s left side?

A

Presenting and serving
Serving solid food, including bread and salad
Clearing tables of extra utensils and crumbs
Setting and clearing bread and butter
Removing anything served from the left

64
Q

What additional things get done on a guest’s right side?

A 
Setting and clearing plates (except bread and butter)
Changing flatware (silverware)
Serving soup and beverages

Restaurant Management (13 decks)

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