ProStart Level 1 Chapter 10 Serving Your Guest 1 point per question unless noted otherwise Points possible 132

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1 ProStart Level 1 Chapter 10 Serving Your Guest Name Due date 1 point per question unless noted otherwise Points possible 132 You are expected to COMPLETE ALL WRITTEN CHAPTER ASSIGNMENTS ON TIME. You may turn the assignment in early. Not completing the required chapter work will result in a lower class grade and may result in you being removed from the class at semester. NO EXTRA CREDIT WILL BE GIVEN FOR INCOMPLETE ASSIGNMENTS. You need to READ the information in the chapter Do not just look up the information. This information will be on the National Restaurant Association Level 1 exam which will also be your semester final. Answer all questions fully I will not grade the assignment if you don t follow these directions! You can me the completed assignment at rbrent@tfd215.org Completed assignments will be graded as follows: Early On time Late 1 day Late 2 days Late 3 days Late 4 days Late 5 days 15 extra 117 points 94 points 82 points 70 points 59 points 1 point credit points maximum maximum maximum maximum maximum maximum Overview: Chapter 10 discusses service and hospitality before delving into the specific details of tending to guest needs in a professional manner. Section 1: This section discusses why proper guest service is essential to any business and describes some ways in which staff can identify and address needs. Section 2: This section explains some particular service activities, such as taking orders and processing payments. Section 3: This section describes some service styles, typical staff responsibilities, and service tools. Objectives: After reading Chapter 10, you should have an understanding the following: Section 10.1 Explain the importance of customer service to the restaurant and foodservice industry. List the reasons for making a good first impression and give examples of how to make one. Describe the types of customers that may have special needs. Identify ways to identify customer needs. Section 10.2 Outline the process for receiving and recording reservations and special requests. Outline the process for taking orders at the table, beginning with the greeting. Define suggestive selling, and give examples of how to do it. Identify basic guidelines for serving alcohol to guests. List methods for processing payment. List ways to obtain feedback from guests and determine their satisfaction. Explain how customer complaints should be resolved. Section 10.3 Describe the four traditional styles of service: American, French, English, and Russian. Identify contemporary styles of service. Demonstrate setting and clearing items properly. Describe traditional service staff roles, and list the duties and responsibilities of each. Identify various server tools and the correct way to stock a service station. Directions: Fill in the blanks as you read the section in the textbook or listen to lecture or demonstration. The Importance of Customer Service 1. Define Service: 1

2 2. Define Hospitality: 3. List the reasons why customer service is important to an operation s success? 6 pts. 4. Define competitive advantage: 5. Define First Impressions: 6. What can employees do to make a good impression on guests? 2 pts. 7. Define customer interaction: 8. How can the facilities make a good first impression? 2

3 9. Define appearance: 10. Compare how to make a good first impression at a quick service restaurant (Restaurant A which has the mission to deliver good food quickly.) with how to make one at an upscale restaurant that isn t quite fine dining but that many people go to for special occasions; (Restaurant B which has a mission to create good memories while serving good food.) Distinguish between the two establishments. 5 pts. 11. What are the things a food service employee can do to make a good first impression? 3 pts. 12. Briefly describe types of special needs. 8 pts. Age: Families with young children: Dietary needs: First-time guests: 3

4 Special occasions: Foreign-language customers: People with disabilities: People dining alone: Ensuring a Positive Dining Experience 13. What is standard information that should be included in any reservation? 14. How do online reservations allow guests to make reservations quickly? 15. Define greeter: 16. What POS and how is it used? 17. Define suggestive selling: 18. What is a dram shop law? 4

5 19. What is blood alcohol content (BAC) and List three important facts you need to know? 4 pts. 20. How old must you be to purchase and serve liquor? 21. What are the acceptable forms of ID? 22. List the ways in which an operation can collect customer feedback. 2 pts. 23. What are comment cards? 24. What are surveys? 25. Describe focus groups. 26. What are mystery shoppers? 5

6 27. Who is responsible for resolving customer complaints? 28. What are the ways to effectively address customer complaint? 8 pts. 29. Why is it a good idea to take notes when hearing a guest s complaint over the phone? Service Styles, Set-ups, and Staff 30. Define contemporary Service: 31. List the forms of quick-service. 6

7 32. Match the type of traditional service with its description: 4 pts. American English French Russian a. The most formal style of service, food is arranged on platters in the kitchen, and servers arrange food on guests plates. b. This style of service is the most labor intensive; Servers finish cooking the food in front of the guests, and then serve them from tableside cart called a gue ridon. c. The easiest style of service, food is arranged on plates in the kitchen, and servers transport the food to the guests table. d. Also known as family-style dining, food is placed on the guests table in platters and bowls, and the guests serve themselves or are served by a seated host or hostess. 33. Define gue ridon: 34. Define rechaud: 35. In a traditional table setting, where does the server places the napkin? 36. Describe the basic knives in the dining room. 4 pts. Dinner knife: Butter knife: Fish knife: Steak knife: 37. Describe the basic forks in the dining room. 7 pts. Dinner fork: Salad fork: Fish fork: Snail fork and lobster fork: Oyster fork: Cake fork: 7

8 Dessert fork: 38. Describe the basic spoons in the dining room. 7 pts. Bouillon spoon: Soup spoon: Sauce spoon: Coffee spoon: Espresso spoon or demitasse spoon: Sundae or ice tea spoon: Grapefruit spoon: 39. What are snail tongs? 40. What are shell crackers? 41. What are the differences in drinking glasses used for cold beverages and hot beverages? 42. Describe the china used in the dining room 7 pts. Underliner plate or charger: Dinner plate: Salad plate: 8

9 Bread and butter plate: Soup plate: Soup bowl: Monkey dish: 43. Describe the single purpose china used in the dining room. 4 pts. Tureen: Snail plate: Gravy boat: Finger bowl: 44. Describe the traditional service hierarchy of a formal full-service establishment. 5 pts. Maître d hotel: Headwaiter: Captain: Front waiter: Apprentice: 45. Describe the traditional service hierarchy of a non-formal full-service establishment. 4 pts. Floor manager: Servers: Food runners: Buser: 9

10 46. What is included in service tools carried by service staff? 47. Define service station: 48. List the different serving utensils used in the dining room. 49. What serving tool is used to serve ready to eat items like rolls or bread? 50. When serving a guest, what tasks should you do from the guests left side? 3 pts. 51. When serving a guest, what tasks should you do from the guests right side? 2 pts. 52. What are the exceptions to the rules for questions? 2 pts. 10