Restaurant and Catering Midterm

For every guest that complains about service, how many guests will remain silent?

26

True or False: A good training program of new and current employees should include proper sanitation techniques.

True

True or False: A mixture of small tables that seat two guests are called deuces.

True

True or False: A union contract may state the number of guests a service person can serve at a station.

True

What does Mr. Danny Meyer believe will ensure a pleasant dining experience for his guests?

a happy staff and a knowledgable staff

What percentage of unhappy guests will never return to a restaurant?

100

According to an American Academy of Allergy, Asthma, and Immunology report, about how many million Americans suffer from a food allergy?

11 million

At what temperature should white and rosé wines be served?

45°F to 55°F

According to a study by Garrity and Dagelman, when waitpersons introduce themselves by name tot he guest, by how much does their tip increase?

53 percent

At what temperature should red wines be preserved?

55°F to 65°F

What service is characterized by portioning all the food on the dinner plate in the kitchen?

American

What city leads the nation in consuming meals outside the home with a 60 percent rate?

New York

True or False: A buss person should be an unskilled worker, who is in training to become a service person.

False

True or False: After the food is served from the tray to the guests, the service person should leave the empty tray stand in the middle of the dining room.

False

True or False: French service is the fastest of all types of service and requires the least amount of skill to wait on guests.

False

True or False: Generally, the utensil that will be used to eat the first course is placed closest to the guest.

False

True or False: If a guest's check is presented on a tray or in a book, this means that the guests should bring the check and payment to the cashier.

False

True or False: If the host is dishonest and allows the staff to be dishonest, word will spread that the establishment is dishonest, it will result in negative word of mouth from both guests and employees, and the business should not suffer from it.

False

True or False: In the deluxe buffet service, one service person is needed for 35 guests.

False

True or False: It is not beneficial to the host and employees to have the work schedule completed and posted in advance because it gives the employees a chance to call in sick, know that they are scheduled to work a shift they don't want to work.

False

True or False: Loyalty is a highly rated behavioral trait for a host because the host is seen as being totally unsupportive of the ideas and philosophies of the restaurant.

False

True or False: Management should train their staff to allow guests to bring back used plates and utensils to the buffet line.

False

True or False: Sidework should be scheduled on a monthly basis.

False

True or False: Supervisors have no obligation to refuse to allow employees to work if they do not adhere to good appearance standards.

False

True or False: The dining room manager should not insist that all employees know all the information about items on the menu.

False

True or False: The dining room manager should not insist that all employees know all the information about the items on the menu.

False

True or False: The formal white tablecloth restaurants that were almost exclusive in the 1960s no longer exist in today's restaurant industry

False

True or False: The place setting for the American banquet service is similar to the Russian banquet service, where all the utensils are put on the table and guests each have their own set of salt and pepper shakers.

False

True or False: The skillful host does not know how to obtain the most efficient or effective use of the tables in the shortest period of time.

False

True or False: The station that has the fewest number of tables should be the one closest to the kitchen.

False

True or False: When filling wine glasses with red wine, the server should fill the red wine glass three-quarters to the top of the glass.

False

How many different restaurants will a guest try before encountering some sort of satisfactory experience?

Five

What place settings are identical because of the service being so similar?

Russian and French

Which of the following is NOT an advantage of American service?

The service is as elaborate as French or Russian

Which is NOT a disadvantage of the team system?

Three people take care of the guest.

True or False: After a tray has been loaded with dirty dishes, the service person should place a side towel over the dirty dishes before the tray is picked up and carried through the dining room to the dishwashing area.

True

True or False: Being ubiquitous means that you are everywhere at the same time.

True

True or False: Guests often decide to patronize a restaurant based upon the greeting and attention they received from the host.

True

True or False: In French à la carte service, the service person has to transfer food from a pan at the guéridon to plate. The plate is then served to the guest from the guest's right side with the service person's right hand.

True

True or False: In Roman times, one of the servant's jobs was to taste the food and beverages of the master to make certain that it was not poisoned.

True

True or False: In most instances, the host is the first person guests see when they walk into a restaurant; therefore, the physical appearance of the host must be positive.

True

True or False: It was reported in Nation's Restaurant News that 30 percent of ER visits and between 150 and 200 deaths per year are the result of anaphylactic shock.

True

True or False: Large trays, called hotel ovals, are used to carry food and plates to and from the guest.

True

True or False: Russian service is characterized by food being cooked and proportioned in the kitchen. All the food for a table is presented to the guests on silver trays. The service person then serves the food to the guests' plates from the tray.

True

True or False: The HACCP system enables an operation to identify the foods most likely to cause illness.

True

True or False: The job of the service staff should not be just to serve the food but to be the human link between the kitchen and and guests.

True

True or False: The less frequently dishes and silverware are handled, the less chance of contamination.

True

True or False: The manager must impress upon the service staff that they should treat the guest as if they had always dined at the restaurant.

True

True or False: The service person must be trained to pick up the silverware by the handle, not the part of the utensil that goes into the guest's mouth.

True

True or False: The service staff is usually responsible for making sure that the proper meal period menus are clean and ready to distribute to the guests.

True

True or False: The useful behavioral trait of courteousness also includes assisting the guests with little things that show concern, like pulling out a chair or helping with coats.

True

True or False: When lifting a tray, a service person should lift the tray by using leg muscles and not back muscles

True

True or False: When loading a tray, the lighter items and glasses are placed to the outside of the tray or away from the service person's shoulder.

True

True or False: With suggestive selling, the service staff can increase profits for the restaurant.

True

What visible soul category would dried on eggs remaining from the previous meal be considered?

adhering foodstuffs

When will guests realize that they have had excellent service?

after they have left the establishment

How was service taught before the 1950s?

by the pass it down system

What is the key to excellent service?

constant supervision and implementation of policies

What term best describes "the transfer of harmful micro-organisms from one item of food to another by means of a nonfood contact surface or directly from a raw food to a cooked one?

cross-contamination

What style of buffet service is the most elegant?

deluxe buffet

Which is NOT a traditional job title for the individual who serves the guests in American restaurants?

dish person

What useful behavioral trait means "keeping costs to a minimum by not over scheduling, conserving linen, and controlling food waste"?

economy

What is the key to running a sanitary food service operation?

education

What should all employees receive in order for the service staff to take orders and deliver food correctly to guests' tables?

floor plan

According to Linda Lipsky, what is the number one reason customers go to a restaurant in the first place?

food

Into how many parts of the meal can the dining experience, as related to service; be broken down?

four

According to Burt Hixson, what is the most important trait of a service person?

good grooming standards

Which is NOT a quality of successful dining room personnel?

inability to work well under pressure

In American à la carte service, shen beverages are served at the table, which side of the guest is served and what hand dos the service person use?

left; left

In American à la carte service, when food is served at the table, which side of the guest is served, and what hand does the service person use?

left; left

According to a study by Cornell University, how much does a waitperson's tup increase when eye contact is made with the guests?

one dollar

Into what two general categories do the qualifications of the host fall?

physical and behavioral

What useful behavioral trait deals with "the act of planning and organizing all equipment and supplies so that the guest will not have to wait for service"?

preparedness

What useful behavioral trait is defined as "the ability to get the maximum amount of tasks accomplished in the shortest period of time"?

productivity

What are health inspections considered, so that any news organization may obtain results and publish or broadcast the results?

public record

What term best describes "the development and application of sanitary measures for public health"?

sanitation

What are the two methods of assigning stations after all the revenant factors have been considered?

seniority and rotation

As competition becomes more intense between restaurants, whatbus the one difference that will make a restaurant stand out to its guests?

service

According to parents, what is (are) the key criteria for choosing a restaurant?

service, value, and family atmosphere

What procedure takes new employees on the first day at the job and has them follow and observe their trainers for half a day?

shadowing

What type of buffet service is characterized by the guests obtaining all their own food and drinks and the service person only cleaning up the dirty dishes?

simple buffet

What useful behavior trait deals with "the ability to say the right phrase at the right time without offending the guest"?

tact

Where did the restaurant industry get its start in America?

taverns and roadhouse but not inns

What are small, round, rectangular or oval trays used to carry drinks called?

tea trays

Who is responsible for greeting the guests and for the overall operation of the dining room?

the captain

Who is the key person responsible for ensuring that the guest receives the highest level of successful service?

the dining room manager

What organization is responsible for conducting sanitation inspections in your restaurant?

the health department

Who has the critical job in the team system?

the lead and the follow up

What purpose(s) does a side towel have?

used as an insulator and to clean any spill

What should a properly trained service person do when one guest at a table is done eating but the others in the party are still eating?

wait until all guests are done eating before removing any dish from the table