Pro start chapter 20 examComplete
Questions with correct answers
Service
What restaurant and food service employees provide
competitive advantage
A thing that attracts a guest to one operation over another
Dietary needs
Special requirements people have regarding what food they can and cannot eat
First-time guests
Guests that are experiencing an operation for the first time and might be unfamiliar with the menu or
any special touches that the operation offers
American with Disabilities Act
U.S law that prohibits discrimination against individuals with disabilities in all places open to the
public
Comment cards
Quick surveys that guests complete rating their level of satisfaction with the food or service in an
establishment
Survey
Series of questions asked of guests to determine the level of satisfaction with an establishment
Focus group
Guests or employees who meet as a group to talk with managers about possible improvements in
service or other areas
Mystery shoppers
People hired by an operation to visit and report on experience and impressions of a particular food
service operation while people posing as regular guests
How can competitive advantage be easily gained?
Improving customer service
quality customer service will most likely result in ...
Better guest loyalty
What is the most likely outcome of an operation ensuring that the exterior of the facility is well-kept,
& the staff frequently rehearses the restaurants greeting script?
Guest will have a positive first impression of the operation
Questions with correct answers
Service
What restaurant and food service employees provide
competitive advantage
A thing that attracts a guest to one operation over another
Dietary needs
Special requirements people have regarding what food they can and cannot eat
First-time guests
Guests that are experiencing an operation for the first time and might be unfamiliar with the menu or
any special touches that the operation offers
American with Disabilities Act
U.S law that prohibits discrimination against individuals with disabilities in all places open to the
public
Comment cards
Quick surveys that guests complete rating their level of satisfaction with the food or service in an
establishment
Survey
Series of questions asked of guests to determine the level of satisfaction with an establishment
Focus group
Guests or employees who meet as a group to talk with managers about possible improvements in
service or other areas
Mystery shoppers
People hired by an operation to visit and report on experience and impressions of a particular food
service operation while people posing as regular guests
How can competitive advantage be easily gained?
Improving customer service
quality customer service will most likely result in ...
Better guest loyalty
What is the most likely outcome of an operation ensuring that the exterior of the facility is well-kept,
& the staff frequently rehearses the restaurants greeting script?
Guest will have a positive first impression of the operation
