Chapters 1-9

Restaurant china is:

a uniquely American blend of fine china and porcelain.

Which of the six entrepreneurial practices requires autonomy, independence, resourcefulness, and adaptability?

agility

Cheng is passionate about the environment. He chooses to eat at a restaurant that uses energy-saving equipment and has a recycling program. This is an example of:

an alignment of guest and business values

Arjun is a server at the ABC Restaurant. He sees a family with a toddler sitting down at one of his tables. Without being asked, he brings a booster seat to the table along with crayons and a coloring book for the toddler. Arjun is practicing:

anticipatory service

Banquet courses are typically served in the following order:

appetizers, soup, salads, entrées

Most restaurants serve courses in the following order:

appetizers, soup, salads, entrées.

Guest checks for in-room dining are usually settled:

as a room charge or by cash.

The document that tells banquet servers what the banquet is and what needs to be done for it is called the:

banquet event order (BEO).

Food and beverage operations that wish to reduce prices might consider all of the following except:

lowering service standards

Conducting background checks on prospective staff members and asking them to undergo drug testing is typically part of the __________ process.

selection

The primary job of a busperson is to:

set and clear tables and help restaurant servers.

In most food service operations, the vast majority of all breakage of china and glassware occurs in the:

soiled-dish area.

Thomas, a restaurant server, always asks his guests if they would like an appetizer after he takes their food orders. What Thomas is doing is called:

suggestive selling

A menu that offers an entire meal with several courses for one price is a(n) __________ menu.

table d'hôte

When servers take food orders from guests, they should begin by:

telling the guests about the daily specials.

When it comes to selecting colors for dining areas:

the important consideration should be, "What do our guests want?"

Applications for licenses to sell liquor, wine, or beer in the United States are made to:

the local beverage control board or directly to the state liquor authority

Which of the following can provide managers with a running balance of supplies in stock?

the perpetual inventory record

Coffee strength layers as the water passes through the ground coffee. The first third of the pot will be too weak, the second will be too strong. What will the last third be?

too weak

Which level of management is most concerned with long-term plans and goals?

top managers

In most areas of the United States, a person is considered legally drunk with a BAC of __________.

.08

How do managers contribute to positive, memorable dining experiences for guests?

>They greet guests personally when possible >They hire the best staff members possible. >They act as role models for providing superior -service to guests >All of the above.

Which of the following statements is true?

-A cleaning schedule details the specific steps involved in cleaning dining areas and fixtures. >A cleaning schedule should be based on a survey of the operation's cleaning needs -The need for cleanliness outweighs the costs involved. -The first step when cleaning walls is to wash them with a detergent solution.

Which of the following statements is FALSE?

-Alcohol is a depressant. >Drinking black coffee can restore sobriety. -Alcohol is high in calories. -Alcohol decreases body temperature.

Which of the following is not a necessary goal for properly designed dining areas?

-Dining areas should be flexible, allowing changes as guest needs and expectations evolve. -Dining areas should lend themselves to low maintenance costs. >Dining areas should be designed by certified interior decorators. -Dining areas should provide safe work space for staff.

Which of the following statements about suggestive selling is FALSE?

-Suggestive selling and upselling require tact and good judgment. >Servers should try to change guests' minds if they order an inexpensive beverage -It's easier to sell something you are excited about. -The key to effective selling is a good knowledge of the menu.

Which of the following is not a menu design mistake?

-including too many items on the menu >taking the expectations of the guests in consideration when designing the menu -designing a menu that does not fit in with the operations image -right-justifying and carefully alining all of the prices for menu items

Which of the following types of foods may speed up the absorption rate of alcohol into the bloodstream?

-french fries >pasta -beef items -cheese

When selecting a designer, food service managers should:

>examine the designer's portfolio. >check on the academic degrees the designer holds. >ask for references >all of the above.

Which of the following is one of today's beverage trends?

-restaurants are no longer fermenting liqeurs on-site -the popularity of traditional cocktails is declining >restaurants are displaying beverages much more conspicuously -wines are being served in larger portion sizes

Which of the following is a trend within the food and beverage industry?

>More food and beverage operations are serving ethically sourced foods. ?Guests are moving away from casual dining toward fine dining. >More food and beverage operations are reducing their energy consumption. >a and c

When guests first enter a beverage operation, their levels of intoxication could be rated as:

>green. >yellow. >red. >all of the above.

Which of the following statements about uniforms for staff members is true?

-staff member uniforms should always have long sleeves >shoes are seldom if ever part of the uniform -managers should not involve staff members in the selection of uniforms -all of the above

Disposables make sense at a takeout, quick-service, or catering operation for all of the following reasons except:

-they cost less than standard tableware. -they are consistent with the quality of service guests expect -they allow guests to consume products off-site. >they are more durable than standard tableware.

All of the following are commonly accepted forms of identification except:

-valid driver's license issued by any state. >health insurance card. -state-issued identification card. -valid United States passport

How hot should the water be when washing a bar glass?

110 degrees Fahrenheit

To kill bacteria, rinse water is heated to __________ in commercial dishwashers.

180°F (82°C)

Before they do any food preparation of any kind, buspersons must thoroughly wash their hands with warm water and soap for at least:

20 seconds

Analise is preparing the restaurant's specialty drink of the month for five guests. The recipe calls for ½ ounce of vodka for a single serving. How many ounces will she need to prepare all of the drinks at once?

2½ ounces

Beverage servers should verify the age of anyone ordering alcoholic beverages who looks only under the age of:

30

All of the following beverages have almost exactly the same amount of alcohol except:

>8 ounces of beer. -4 ounces of wine. - 1-1/4 ounces of 80-proof liquor. -1 ounce of 100-proof liquor.

Which of the following statements about napkins and their handling is true?

>Banquet servers should always wash their hands thoroughly before folding napkins. >Napkins should get the same sanitary care as food. -The combination of silverware wrapped in linen napkins is often referred to as "silver blankets." >a and b

Which of the following statements about guest complaints is true?

>Guest complaints should be interpreted as meaningful feedback. >Not all guests who have a complaint voice it to a staff member. ?The staff member handling a complaint should not apologize to the complaining guest >a and b

Ted is the owner/manager of a new casual-dining restaurant with a Southwestern theme featuring smooth, plastered walls in the dining room. The restaurant has only been open a few days, but already Ted has decided that the noise level in the dining room is too high; people can hardly hear themselves talk, just because of the background noise of other people talking, the normal clattering of tableware, and so on. What are some effective actions Ted can take to alleviate the noise problem?

>He can carpet the floor. >He can place acoustical panels or fabric wall hangings on the walls. -He can ask his servers and guests to talk more quietly. >a and b

Which of the following statements about menus is true?

>Menu planning affects—and is affected by—an operation's design and layout. -Suppliers are not very good resources when planning a menu -The more important control points of purchasing and cooking come before menu planning. -The menu's role is simply to list the products that are available for guests to order.

When it comes to elevator courtesy, in-room dining attendants and other hotel staff should be the:

>last ones on the elevator; guests are allowed to get on first. -first ones on and off the elevator, to lead the way for guests >last ones off the elevator; guests are allowed to get off first. >a and c

Because of his allergies, frequent restaurant guest David makes it a point to avoid pine nuts and to ask about the ingredients of dishes when he is unsure. But after just one bite of his salad at Le Arche Restaurant, David feels the tell-tale symptoms of an allergic reaction. After he recovers, David complains to the restaurant's management. His grievance might be that the:

>menu failed to inform him of the presence of pine nuts in the salad. -restaurant should know better than to use allergic reaction-causing ingredients. >server was not adequately trained and was unaware of the salad's contents. >a and c.

Which of the following is one of today's menu trends?

>more restaurants are featuring local and sustainable foods >restaurants are offering a greater variety of menu items at breakfast -more restaurants are "super-sizing" their dessert portions >a and b

When concierges have food and beverage duties at their hotels, these duties commonly include:

>preparing food for banquets. -preparing breakfast buffets for VIPs. >washing dishes (in dishwashers) and keeping track of service equipment. >b and c

In order to rate a guest's level of intoxication, a beverage server would need to know:

>what the guest has been drinking. >how many drinks the guest has consumed. >how quickly the guest is consuming drinks. >all of the above

Which of the following statements about guest feedback is true?

?E-mail is seldom used to obtain guest feedback. >There are many ways for an operation to seek and obtain guest feedback. ?Telephone surveys are no longer used to obtain guest feedback. ?a and c

Which of the following statements about management incentives is true?

?Financial payouts to managers as rewards for good performance are usually paid once a month. ?Guest and staff satisfaction levels are seldom factored into a manager's incentive plan. >Managers should be involved in setting their incentive goals. ?a and c

Which of the following would a beverage server most likely call first to the bartender?

?draft beer ?orange juice >frozen daiquiri ?shot of Jagermeister

Which of the following is considered a production staff position?

?host >steward ?restaurant server ?cashier/checker

These guests are already in or are about to enter the mature market. They are youth-oriented and generally physically active, prefer light and healthy food options, and choose sodas, coffee, and iced tea more so than other generations. These guests belong to the __________ market.

Baby Boomer

Shannon, an experienced bartender, is showing a new bartender, Matt, the bar's keys to the cash bank, alcohol storerooms, and other limited-access areas. Which of the following is a key control guideline that Shannon should say to Matt?

If you discover that you've lost a key, you should tell the manager immediately."

What happens when servers hold the beer tap dispenser in a half-open position while pouring draft beer?

It changes the taste of the beer.

What is "pantry prep"?

It is the process of gathering the uncooked or precooked food needed to complete an in-room dining order.

What is pre-busing?

It is when servers, throughout the meal, remove dishes and other items that guests no longer need.

These guests were born between the late 1970s and the early 21st century. They tend to be adventurous eaters who enjoy various cuisines and intense flavors. These guests belong to the __________ market.

Milleanal

Sandra is a server at a local diner who is clearing and resetting a table after her guests have paid and left the diner. The diner uses paper place mats. What should she do about the used place mats that were left on the table?

She should throw them away and place new place mats on the table.

Areas that combine a food service operation's dining area with a distinct bar section and a service space to handle guest overflow are called:

coupled areas

When picking up a loaded tray, servers should:

bend at the knees so that their shoulder is below the tray.

A metal shaker is needed to prepare which of the following types of drinks?

blended

When a food item is cooked by direct heat from above, it is said to be:

broiled

Samantha went to a restaurant where the food is displayed on counters and tables, and she and the other guests can help themselves to as much of the items as they wish to eat. Samantha is eating at a restaurant that is practicing __________ service.

buffet

Generally speaking, banquet servers deliver plates to guests in this order:

children, women, men, host.

Concierges are often asked to set up and maintain:

cocktail receptions.

A menu that changes daily for a certain number of days until the menu repeats itself is called a _______ menu

cynical

When a guest's level of intoxication is rated "red," the server should:

follow the operation's policy and procedures for stopping alcohol service.

Which of the following is the most important factor managers should consider when changing a menu?

guest demands

flight type dishwashers are typically used:

in operations that serve more than 1,000 guests per meal

Radiant food warmers keep food hot using:

infrared energy

An open-stock item is a(n):

item available from more than one supplier.

Rick Jones, the general manager of the RedTree Restaurant, makes it a point to meet with the owner of the restaurant as often as he can. This is a part of which of the five practices of know-lead leadership?

knowing others

Theresa Ortiz is the dining room manager of the Restful Hotel's restaurant. She goes out of her way to get acquainted with all of the restaurant's managers and employees because she knows that without these internal customers, the restaurant's external customers—guests—could not be served. Theresa is following the __________ practice of know-lead leadership.

knowing others

Determining a life mission is part of which of the five practices of know-lead leadership?

knowing self

Whenever possible, at banquets food is served from the guest's __________ side with the banquet server's __________ hand.

left, left

Christy is a restaurant general manager who desires to leave a significant mark on her operation. She works very hard to make the restaurant a financial success and goes out of her way to provide superior service to guests and mentor her staff to do the same. Which of the six entrepreneurial practices is she pursuing?

legacy leader

A "community table" is a design trend used by restaurants to:

meet the needs of solo guests

Simplifying a menu for the sake of operational efficiency and guest satisfaction is called:

menu rationalization

"Traffic flow" refers best to the:

movement of staff, guests, products, supplies, and refuse through an organization.

Failure to exercise the type of reasonable care used by a prudent person under similar circumstances is defined by United States common law as:

negligence

When handling silverware, buspersons should:

never touch the eating surfaces of the silverware.

A footcandle is equal to:

one lumen per square foot.

Interpersonal communication is about communication with

one self

What form lists all of the tasks that servers must complete before the establishment opens for service?

opening duty checklist

The most common style of table service in the United States is __________ service.

plate

A market analysis is best defined as a study of:

potential guests and their wants, needs, and expectations

a terminal that allows a server to enter guest orders, but not settle guests accounts is called a _________ terminal

precheck