Foundations 1 Chapter 20 Mark II
Quiz by Christopher Wright
Grades 9-12
Hospitality and Tourism
Ohio Career Tech
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10 questions
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- Q1The term ____________________, is the feeling that guests take with them from their experience with an operation?hospitalitymanagingbakingprepping45s
- Q2Fact or Fiction- the appearance of all restaurant and food service staff also impacts the first impression that guests have toward an operation?FactFiction45s
- Q3Dressing appropriately, wearing minimal jewelry and make-up, and ____________________ should all be taken into account when staff present themselves to guests or represent an operation?music levelgood personal hygienecool looking shoeslatest set of airbuds45s
- Q4When handling guest complaints, the first thing you should do is?walk away- it's not your problempass the buckgive the guest a free dessert- it's what they really wantlisten to the guest to understand the issue45s
- Q5Which action should you not take when handling a guest complaint?be patientbecome defensive and angrylisten to what the guest is sayingtreat the guest with respect45s
- Q6An operation ensures that the exterior of the facility is spotless and well kept, and the staff frequently rehearses the restaurant's greeting script. What is the most likely outcome of this operations efforts?table service will become slower but more thoroughguests will have a positive first impression of the operationdecrease in profitshigher turnover45s
- Q7Guests needs are wildly important to the success of the operations. A few examples of guest needs categories are?favorite movie and roller coasterwhat kind of car they owndietary needs, first time guests, families w/ children, and special occasionsfavorite sports teams and beverages45s
- Q8Staff should never do the following in front of guests?use terms like "yes ma'am" and "no sir"eat, drink, smoke, or use cell phoneswash hands and show good personal hygieneoffer substitutions or modifications for dietary restrictions45s
- Q9According to a 2013 study from the CDC, an estimated _________________ americans had food allergies and sensitivities?15 million292 million92.3 million45s
- Q10ADA is an acronym for what law that prohibits discrimination against individuals with disabilities in all places open to the public?American Discount AgencyAmerican Department of AgricultureAmericans with Disabilities ActAmericans with Dairy Allergies45s