The Guest Experience
What is a characteristic of high-quality customer service operation? - answers-d. Its
customers' expectations are consistently exceeded.
An example of an objective standard within a high-quality customer service system is
ensuring that all drive-through customers - answers-a. are served quickly.
An owner purchases a fast-casual restaurant open to the public. That restaurant would
be classified as - answers-c. A commercial operation.
In which restaurant and foodservice industry segment will personally service levels likely
be the most minimal? - answers-a. Quick Service
In which segment of the restaurant and foodservice industry would an organization most
likely employ a sommelier? - answers-d. Fine dining
What service characteristic is a top priority in every segment of the restaurant and
foodservice industry? - answers-c. Cleanliness
Directing is the term used to describe the management function related to - answers-a.
The leadership of staff
What is the first management function that must be performed to achieve an
organization's service-related goals? - answers-d. Planning
Which situation describes a service failure by a BOH employee? - answers-c. Dirty
glassware
Which situation describes a service failure by an FOH employee? - answers-d. Wrong
order delivered to guest
A moment of truth is an opinion about an operation's service quality that is formed by a -
answers-c. Customer
What is the purpose of managers identifying standards of guest service and hospitality?
- answers-c. To define positive moments of truth
, What is a similarity between an operation's internal and external customers? - answers-
c. Both may leave an operation if it does not deliver high-quality quest service.
Managers best ensure guests receive good value when they deliver quality products
and services - answers-b. At prices guests consider to be fair.
In a survey of mothers, what factor was most important to their establishment selection
decisions? - answers-b. Cleanliness
High-quality levels of customer service most often result in - answers-c. Greater
customer loyalty.
Which comment made by a server to a guest is an example of suggestive selling? -
answers-b. "Would you like ice cream on your pie?'
A server in an operation is competent but is never friendly with guests. Which challenge
is most likely negatively affecting this employee's service delivery? - answers-d.
Inseparability
What is the service challenge related to staffing an operation at appropriate levels? -
answers-a. Capacity
Which food product is among the leading causes of severe allergic food reactions in the
United States? - answers-d. Peanuts
What is the purpose of a customer service plan? - answers-b. To tell what must be done
to provide high-quality customer service.
Customer service planning is - answers-b. an ongoing process.
What is a customer service standard that relates to an operations ambience? - answers-
d. Room temperatures
What is the purpose of a mission statement? - answers-b. To help remind employees
about the purpose and goals of a company
What are three areas of facility-related service standards that most managers can
establish and enforce? - answers-d. Lighting, sound and temperature
What management tool identifies who employees should notify in case of a threat to
guest or employee safety? - answers-c. Emergency plan
What is the first key step managers take when implementing a service standard? -
answers-b. Document the standard in writing.
What is a characteristic of high-quality customer service operation? - answers-d. Its
customers' expectations are consistently exceeded.
An example of an objective standard within a high-quality customer service system is
ensuring that all drive-through customers - answers-a. are served quickly.
An owner purchases a fast-casual restaurant open to the public. That restaurant would
be classified as - answers-c. A commercial operation.
In which restaurant and foodservice industry segment will personally service levels likely
be the most minimal? - answers-a. Quick Service
In which segment of the restaurant and foodservice industry would an organization most
likely employ a sommelier? - answers-d. Fine dining
What service characteristic is a top priority in every segment of the restaurant and
foodservice industry? - answers-c. Cleanliness
Directing is the term used to describe the management function related to - answers-a.
The leadership of staff
What is the first management function that must be performed to achieve an
organization's service-related goals? - answers-d. Planning
Which situation describes a service failure by a BOH employee? - answers-c. Dirty
glassware
Which situation describes a service failure by an FOH employee? - answers-d. Wrong
order delivered to guest
A moment of truth is an opinion about an operation's service quality that is formed by a -
answers-c. Customer
What is the purpose of managers identifying standards of guest service and hospitality?
- answers-c. To define positive moments of truth
, What is a similarity between an operation's internal and external customers? - answers-
c. Both may leave an operation if it does not deliver high-quality quest service.
Managers best ensure guests receive good value when they deliver quality products
and services - answers-b. At prices guests consider to be fair.
In a survey of mothers, what factor was most important to their establishment selection
decisions? - answers-b. Cleanliness
High-quality levels of customer service most often result in - answers-c. Greater
customer loyalty.
Which comment made by a server to a guest is an example of suggestive selling? -
answers-b. "Would you like ice cream on your pie?'
A server in an operation is competent but is never friendly with guests. Which challenge
is most likely negatively affecting this employee's service delivery? - answers-d.
Inseparability
What is the service challenge related to staffing an operation at appropriate levels? -
answers-a. Capacity
Which food product is among the leading causes of severe allergic food reactions in the
United States? - answers-d. Peanuts
What is the purpose of a customer service plan? - answers-b. To tell what must be done
to provide high-quality customer service.
Customer service planning is - answers-b. an ongoing process.
What is a customer service standard that relates to an operations ambience? - answers-
d. Room temperatures
What is the purpose of a mission statement? - answers-b. To help remind employees
about the purpose and goals of a company
What are three areas of facility-related service standards that most managers can
establish and enforce? - answers-d. Lighting, sound and temperature
What management tool identifies who employees should notify in case of a threat to
guest or employee safety? - answers-c. Emergency plan
What is the first key step managers take when implementing a service standard? -
answers-b. Document the standard in writing.
