stud
bud
Sign up
Log in
Home
Library
Explore
SAT
More
ProStart 1: Unit 5: Service and Management Flashcards | StudBud
Explore
/
ProStart 1: Unit 5: Service and Management
ProStart 1: Unit 5: Service and Management
30 terms
·
StudBud Administration
·
42 plays
Imported from external platform
Flashcards
30 cards
F
Practice quiz
P
Host live
L
Questions
30
Answers
1
The floor manager in a traditional restaurant setting:
acts as a server during service
supervises a team of servers and is in charge of the shift
supervises both the front- and back-of-the-house operations during a shift
supervises a team of servers and also acts as an expediter during a shift
2
When handling guest complaints, the first thing you should do is:
listen to the guest to understand the issue
get another server or manager to handle the problem
walk away from the table without solving the issue
give the guest a free dessert no matter what
3
What is a helpful service tip for addressing the needs of parents with small children?
avoid going to the table unless necessary
treat the children the same as the adults
bring out crayons and paper before service
serve children's food in take-out containers
4
A specific description or statement of what a manager wants to achieve is known as:
a vision
an objective
a goal
a mission
5
Which action should you NOT take when handling a guest complaint?
become defensive and get angry
listen to what the guest is saying
treat the guest with respect
be patient
6
Suggestive selling involves:
answering guest questions only
discussing every item that is on the menu with the guests
recommending additional or different items to a guest
a tactic to upsell every menu item in a restaurant
7
What knife is serrated and used to cut beef?
dinner
fish
butter
steak
8
A first impression can be defined as:
the first time people search for a restaurant online
strongest feelings that someone gets from an event, a location, or a person
the feeling someone gets when ordering a dish
the first taste of any of the food or beverages served at a restaurant
9
An operation's vision statement serves to communicate:
whom the organization is serving
when the organization was created
what the organization wants to do now
what the organization wants to be in the future
10
Which task would a server perform from a guest's left side?
changing flatware
serving soup and beverages
clearing plates
serving solid foods, including salad and bread
11
One of a manager's responsibilities is:
conducting inventory
food costing
developing recipes
food prep
12
What is one way managers can manage diversity in the workplace?
create workplace policies that block cultural discussion
Discourage the use of other languages
model appropriate behavior
use single-language materials
13
What is the action or situation that initiates a problem?
root cause
argument
disagreement
fight
14
Which service style is considered simple and inexpensive, but is not as frequently used as the others?
Russian
English
French
American
15
The R in SMART goals stands for:
retainable
reversible
responsible
relevant
16
Guests should be served in what order?
the host, then men, then women, then children
the host, then women, then children, and then men
women, children, men, and then the host
children first, then women, then men, then the host
17
What is the most immediate way to gather guest feedback?
mailing surveys
talking to diners
distributing comment cards
holding focus groups
18
When rival restaurants share similar menus and food quality, a competitive advantage can most easily be gained by:
underselling other operations
improving customer service
moving to a better location
creating a unique menu
19
Servers will help to create a positive first impression by wearing:
a hat or head covering for sanitary purposes
brightly polished jewelry
a clean, ironed uniform
expensive, strong perfume
20
A good leader:
leads inconsistently
reacts passively to change
motivates others
fosters working alone
21
A charger is defined as:
a large soup bowl that is used in Russian service to ladle soup table-side
larger plate used during full-course dinners or to dress up special events
another name for a finger bowl, to wash your fingers after some courses
a large, decorative entree plate the main entree and sides are served on
22
When checking to see whether a guest is of legal age to drink alcohol, which is an acceptable form of identification?
birth certificate
credit card with signature
passport
College ID
23
Which is not considered a cold beverage?
iced tea
soft drink
coffee
lemonade
24
What can be an important tool for managers to use to communicate specific task standards and responsibilities?
employee handbooks
ethics
science
job descriptions
25
A mission statement describes what a company wants to do:
historically
in 5 years
in 10 years
right now
26
Quality customer service will most likely result in:
better guest loyalty
increased marketing costs
higher turnover
lower payroll
27
The first step in solving a problem is to:
develop an action plan
determine the root cause
document the problem
define the problem
28
What are mystery shoppers?
guest appreciation programs that are run during the holidays
guests who report a positive dining experience but never return
repeat guests who frequently complete comment cards
anonymous diners hired by an operation to critique the service
29
An operation ensures that the exterior of the facility is spotless and well-kept. What is the most likely outcome?
profits will decrease because of costs to maintain the exterior
staff turnover will increase due to the cleaning requirements
table service will become slower but more thorough
guests will have a positive first impression of the operation
30
What does a POS machine do?
compiles feedback from comment cards
creates weekly shift and cleaning schedules
automatically sends orders to the kitchen and bar from service stations
lists acceptable substitutions for menu items
