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