Customer Service Review Exam - Complete Solutions with verified Answers What is the best servers, who are able to suggest and upsell, do that the server
... [Show More] who merely sells does not do? Use skills to enhance dining experience and give guest satisfaction What should a server do when a guest seems to have his or her mind completely made up and orders a value item and water with not side items? Never persist in selling items a guest does not want What kind of alcoholic beverage sales promotions are desirable? Those that encourage responsible consumption What refers to the act of cooperating and working together to complete tasks and reach common goals? Teamwork What refers to a feeling of closer connections to co-workers, managers, and the operation and goals, promoting a sense of common purpose? Positive work environment The manager formally introduced two new employees at the preshift service team meeting. What goal was being met by doing this? Team building A server drops a full tray in the dining room on a busy night. Other employees pitch in to pick up, and cooks hustle to recreate the order quickly. This is an example of which benefit of teamwork? Employee support systems As the preshift service team meeting, new menu items are brought out by the cooks who prepared them. Servers are able to sample and ask questions about the items. What team goal is being met? Information How important is it to create a positive first impression on guests? Very much so; it is easier to impact positively than to undo damage Guests arrive by car and park in operation's lot. They notice litter and cigarette butts. What conclusions are they likely to reach about the establishment? Staff do not care enough to keep the lot clean How can a manager ensure that the external areas of the operation are well maintained? Implement cleaning and maintenance programs and inspect daily What are desirable characteristics for the restaurant's foyers? Clean and free of clutter How important are restrooms in the perception of an establishment? Critically related to sanitation What refers to a record of names of guests who have arrived but have not yet been escorted to their tables? Wait list How should manager’s address guest greeting in their establishment? Define expectations and train staff to meet them At what point is the initial greeting considered to have taken place in the QSR drive-through experience? Menu board Why is it important to have an effectively managed reservation system? Guests make reservations to schedule time and events, and errors are difficult to turn around What refers to a guest who make reservations but does not arrive to claim it? No show What does "flagging" a special request mean? Call special attention to action needed to fulfill to all affected staff What refers to guests who arrive at an operation without having made a reservation in advance? Walk-ins The first goal of a wait list is to provide guests with a realistic estimate of wait time. What is the second goal? Manage the list in a way that guests perceive to be fair to all How are guests who have reservations, but cannot be seated immediately, to be handled? Apologize, explain, and seat them as early as possible How is the restaurant business viewed from the task of managing table assignments? Renting seats to customers who buy food Two guest wish to be seated at a four-top booth during peak dining time. How should the effective table manager respond to this request? Attempt to persuade them to sit at a desirable deuce What should a manager do when waiting guests become agitated upon seeing empty(reserved) tables in the dining room that they believe could/should be seated at? Politely explain that those tables are being held for soon-to-arrive reservations What refers to the staff member who is specially designated and trained to greet guests, make table assignments, and manage the operation's entire service staff? Maitre d'hotel Where should groups celebrating an event be seated? In areas that would minimize disturbance for other guests How should a greeter be instructed to address guests who able to be alone? How many are in your party? How should chairs be handled when seating guests? Pull out chairs for women or, if formal, all guests in the party Who should receive a menu upon seating? Any diner old enough to read it Whose responsibility is it to introduce the server [Show Less]