RSTO1204-FINAL

An example of guests with a special need is a

Comment cards are an example of which approach to obtaining feedback?

The two key external areas that managers must focus on are the

What is the minimum blood alcohol content at which a person is legally considered impaired?

In the dining room application, “mise en place” refers to

Method that provides discounts/ benefits after a guest has visited a specific number of times?

“Moments of truth” begin to occur

A pre-shift meeting will reduce or eliminate

A set of instructions used to produce and serve a food or beverage item is called a(n)

Which is the most helpful way to prevent theft?

“No-show” is a term used to describe a(n)

A high-quality customer system should be built upon a set of standards, processes, and

The method used to control the flow of guests to tables in the dining area is known as a

A restaurant review on an Internet chat site is which form of marketing?

Which benefit results from a group of people working together as a team?

Which is a correct way to handle a customer complaint?

Information stickers affixed to exterior entrances in an operation should be

Grounds, buildings, equipment, and furnishings make up an operation’s

Any episode during which a guest forms an impression is known as a

Dining room tables are reset after tableware has been cleared, cleaned, rinsed, and

A high-quality customer system should be built upon a set of standards, processes and

Customer loyalty means that customers

Managers must understand how employee satisfaction relates to the external customer because

To be effective salespeople, servers must possess menu-item-related knowledge of

After a server presents a bottle of wine to a guest and opens the bottle, the next step is to

The primary focus of high-quality customer service is to

complaints of slow service and methods to fix the problem should be discussed by a

What can a friendly, professional server discuss with guests?

Emergency plans should be kept simple because they will be

What is the top complaint by guests in the restaurant and foodservice industry?

The computer used by the operation to record guest sales and guest payments is called a

When handling credit or debit cards, staff should be trained to

If guests form a poor initial impression of an operation, they will

Which is an internal customer?

What do managers use to improve employee job performance?

Another name for takeout orders is:

Lighting levels in an operation are measured in

Observing ambience in the operation, is an example of monitoring which type of standards?

Which is a good component of a restaurant’s service recovery plan?

An example of suggestive selling would be a server asking a guest, “Would you like

The function of management that identifies goals and the strategies to achieve them is known as

The process of reviewing the skills, backgrounds, and attitudes of applicants is called

Workplace design, job design, employee selection, and employee training are all examples of

Why is it important for servers to wear the uniform and practice good personal hygiene?

The purpose of a second tablecloth being placed over the first tablecloth is to

Effective listening requires a person to be interested in

“HVAC” is another term for an operation’s

Sound levels in an operation are measured in

Which type of service involves serving food tableside from warming carts?

What is the first step that management should take when developing standards of service?

When customers patronize an operation, which three items are they purchasing?

One benefit of providing good customer service is

Some quick-service restaurants do 50% or more of their business through which type of orders?

the employee responsible for greeting,table assignments, and managing the service staff is

Which technique is NOT recommended in a suggestive-selling training program?

A wait list is a record of the