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Dining Room Management 01 Flashcards | StudBud
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Dining Room Management 01
Dining Room Management 01
45 terms
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StudBud Administration
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A review of lecture one, intro to lecture 2
Flashcards
45 cards
F
Practice quiz
P
Host live
L
Questions
45
Answers
1
On the second half of the first day, the trainee learns how to ______.
Mix drinks at the bar.
Park cars at the valet stand.
Clock out.
Carry food on a tray.
2
What is MBWA?
Management By Walking Away
Management By Wandering Around
Management By Willful Avoidance
A great rap group from the 80's
3
Two main types of banquet service are...
American and French
American and European
French and Russian
Russian and American
4
Who is BLAMED for poor service?
The owner
The server
The customer
The manager
5
Employee work patterns are often based on ___.
Pop culture
The owner's style
The manager's style
The employee handbook
6
Through MBWA, a manager can observe all situations, and ______.
Solve problems as soon as they happen
Get a free meal
Solve problems before they arise
Know when to call the owner
7
Service is defined by two words. What are they?
Education and direction
Friendliness and willpower
Friendliness and competence
Direction and competence
8
Busy-bees are are group of customers who patronize a restaurant because they...
Want to spend time with family and friends
Are time-crunched people
Have a craving
Don't feel like cooking
9
Celebrators are are group of customers who patronize a restaurant because they...
Are not in the mood to cook
Want to celebrate a special occasion
Have a craving
Want to spend time with family and friends
10
Cater-to-me's are are group of customers who patronize a restaurant because they...
Are not in the mood to cook
Have a craving
Want to be seen
Want to celebrate
11
Which city leads the U.S. in percentage of meals consumed outside the home?
Los Angeles
Philadelphia
Chicago
New York City
12
Which is a guest more likely to tell their friends about?
Good Service
Poor Service
13
Which is most likely to bring in business?
Positive word of mouth
Pop up internet ad
TV ad during the evening news
Radio spot during rush hour
14
Three things a parent looks for when choosing a restaurant for a family meal are -
Service, value, and a kid's menu
Service, value and atmosphere
Value, atmosphere, and location
Service, a playground, and a kid's menu
15
A good coach will offer their trainee _____.
Only negative feedback.
No feedback. This is the manager's role.
Both positive and negative feedback.
Only positive feedback.
16
Socializers are are group of customers who patronize a restaurant because they...
Are time-crunched people
Want to celebrate
Are not in the mood to cook
Want to spend time with family and friends
17
What is a reason working single parents choose to eat out?
Because single parents don't know how to cook.
Because their kids whine too much.
Because they want to spend time with their kids.
Because they don't want to go home
18
Impulsives are are group of customers who patronize a restaurant because they...
Have a craving
Want to celebrate
Are time crunched people
Don't want to cook
19
Never let your guest's water or wine glass become less than ____ full.
One-eighth
One-half
One-quarter
Three-quarters
20
A ubiquitous server...
Is always on time
Is courteous to quests
Is friendly
Is aware a guest's needs before they ask
21
A four person party that spends $150 can generate how much in sales in ten years?
$20,000
$200,000
$2,000
$2,000,000
22
Maslow's third need states our guests have a need for peer acceptance. Which need is this?
Esteem need
Physiological need
Safety need
Love and belonging need
23
93% of restaurant failures stem from poor _______.
Service
Food
Location
Management
24
Which of the following should a trainer teach first?
How to clock out and where to smoke
How to calculate tips and order employee meals
How to present the menu and deliver food
How to ring up orders and run credit cards
25
What is a sign of excellent service?
Guests may seat themselves
A waiter who hovers around the table
Guests never ask for a thing
More than one manager on duty
26
The key for the shadowing system to work is follow-up and __________.
Charisma
Coaching
Competent
Complaining
27
"Bad service rarely compensates for good ______.
Food
Decor
Looking staff
Location
28
For every 100 guests served poorly, how many of those 100 will return?
1
50
26
10
29
Maslow's first need involves food, shelter, and sleep. What this called?
Physiological need
Love and belonging need
Safety need
Esteem need
30
For every guest that complains about service, how many do not?
26
48
9
32
31
Which will a customer forgive more easily?
Kitchen mistakes
Service Mistakes
32
Who does a wait-staff trainee follow around in the shadowing method?
Whoever draws the short straw
An approved trainer
Any other server on the same shift
The day manager, then the night manager
33
This final need occurs internally when all of the other four needs have been met.
Physiological need
Esteem need
Love and belonging need
Self-actualization need
34
On day two, the trainer shadows the trainee. When should the trainer correct the trainee?
When another employee to witness is available.
At the end of shift, in a meeting
As soon as an opportunity arises away from guests.
Immediately, in front of guests or not.
35
What is one side effect the industry has experienced from the popularity of the Food Network?
Consumers are paranoid about sanitation
Consumers eat out less
Consumers think they are allergic to MSG
Consumers are more sophisticated eaters
36
Food service workers following sanitation rules help meet Maslow's second need. Which is...
Physiological need
Safety need
Esteem need
Love and belonging need
37
I think this lesson was...
Better than lecture. Do it again!
Even worse than lecture. I want to die!
38
By making your guests feel appreciated and valued you are fulfilling this need, Maslow's fourth
Esteem need
Physiological need
Love and belonging need
Safety need
39
What are the two biggest complaints about restaurants?
Rude servers and slow service
Uneducated servers and slow service
Bad food and bad service
Small portions and slow service
40
One reason a restaurant stands out above others is the _________ it offers its guests.
Freebies
Location
Service
No-tipping policy
41
What does "ubiquitous" mean?
Being in tune to your own needs
Being aware of your environment
Being everywhere at once
Being overly cautious
42
A ubiquitous manager...
Knows every server's weakest quality
Knows what is going on at all times
Knows how to harness technology
Knows how to balance a budget
43
What is poor service?
All of these
Servers who don't follow the guidelines
Servers who have an "I don't care" attitude
Frustrating & embarrassing for the restaurant
44
Which is more important, friendliness or competence?
Friendliness
Competence
45
Maslow's hierarchy identifies how many basic human needs?
5
7
2
3
