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FOOD AND BEV
98問 • 1年前
  • F - Robles, Jorelyn
    • 通報

    問題一覧

  • 1

    _______ - it includes the businesses, institutions, and companies which prepare meals outside the home.

    FOOD SERVICE

  • 2

    Industry caters based on people demand: _____ ____ ____

    FOOD and BEVERAGES

  • 3

    __________ their primary role is to provide food and drinks to all those who eat outside their home for various reasons and are mostly dependent on the food service outlets for their meal

    catering or food service industry's –

  • 4

    Two types of food and beverage services:

    ON - PREMISE OFF - PREMISE

  • 5

    ________ -Is when food and beverages are prepared, presented, and served inside the establishment premises where the customers visit the premises to avail of their services.

    ON - PREMISE

  • 6

    ________ - Is when the food and beverage service cooks, prepares, and serves in the customer's chosen premises.

    OFF - PREMISE

  • 7

    The Food Service Industry Sector:

    Based on the priority given to the provision of food and beverage Based on the motives Based on the types of market served Based on the ownership

  • 8

    two groups according to the priority given to the provision of food and beverages, including the:

    A. PRIMARY CATERING INDUSTRY B. SECONDARY CATERING INDUSTRY

  • 9

    ________ The establishment's main concern under this category is to cater food and drinks to its clients, such as restaurants, takeaways, dine-ins, F&B outlets of the accommodation sector and the like.

    PRIMARY CATERING INDUSTRY -

  • 10

    Two primary catering industry

    RESIDENTIAL NONRESIDENTIALS

  • 11

    ________ - These are establishments that offer food and beverage service and accommodations, such as hotels ,motels ,resorts ,and so on.

    RESIDENTIAL

  • 12

    _______ - These are establishments that only offer food and beverages, such as restaurants, pubs ,night clubs, and so on.

    NONRESIDENTIALS

  • 13

    _________ - The provision of food and beverages is not the primary concern of the establishments in this category. still, it is embedded in the establishment as as support or secondary activity, such as hospital catering, institutional catering, transport catering, and the like

    SECONDARY CATERING INDUSTRY

  • 14

    Based on the motives:

    A. PROFIT MOTIVES / COMMERCIAL. B. SERVICE MOTIVES / NONCOMMERCIAL.

  • 15

    ________. - The food service establishment's main objective is to gain profit by selling food and beverage as its primary or secondary activity.

    PROFIT MOTIVES / COMMERCIAL

  • 16

    _______. - Under this sector, the food and beverage establishment aim not to earn profit, but instead to provide welfare services at reasonable prices, such as hospitals and industrial cafeterias.

    SERVICE MOTIVES / NONCOMMERCIAL

  • 17

    Based on the type of market served:

    A. GENERAL MARKET / NON-CAPTIVE CUSTOMERS B. RESTRICTED MARKET

  • 18

    ________-In this category, the customers have a full choice of what to eat and where to eat.

    GENERAL MARKET / NON-CAPTIVE CUSTOMERS

  • 19

    _________ - Under this category, the food establishment usually offers limited food offerings or foods specially designed to a particular clientele's needs.

    RESTRICTED MARKET

  • 20

    Two clientele:

    CAPTIVE CLIENTELE SEMI- CAPTIVE CLIENTELE

  • 21

    _______ – it has no choice of the food and beverage service offered (senior citizens in nursing homes or patients in hospitals) Foods are typically designed for the needs of a particular client or patient.

    CAPTIVE CLIENTELE

  • 22

    ________- it has a choice but is only limited to the establishment's options (transport passengers)

    SEMI- CAPTIVE CLIENTELE

  • 23

    Clasification of f&b Industry based on motives and market served:

    HOTELS RESTAURANTS

  • 24

    _______- the primary purpose of this is to provide accommodations that may include food and beverage services.

    HOTELS

  • 25

    _______ - it consists of different organizations that prepare, present, and serve food and drinks to various clientele on-premises, though some include take out and delivery service.

    RESTAURANTS

  • 26

    3 groups of restaurants:

    QUICK SERVICE MID-SCALE SERVICE UPSCALE SERVICE

  • 27

    ________- This is commonly known as fast-food restaurant. A limited menu is offered and meals are quickly prepared and served. A high customer volume is necessary to make this type of business sustainable since it requires high labor cost and high equipment investment.Some establishments also provide windows for drive-trough and take-out. This is a self-service restaurant with affordable prices.

    QUICK SERVICE

  • 28

    _________ Under this category, restaurants offer a full meal at a midrange price,which the customers percieve as good value. Mid-scale restaurants can provide full service, buffet,and pay-to-order counters that can be self-service or limited service having the customer's food brought to their tables.

    MID-SCALE SERVICE -

  • 29

    ________ Upscale restaurants offer excellent quality cuisine at a high-end price. The establishment under this category provides full-service in an elegant ambiance. In the Philippines, most upscale service restaurants can be found in five-star hotels

    UPSCALE SERVICE -

  • 30

    ______ - Food and drinks services are offered to the people engaged in leisure, sports and recreation through licensed cafes, food stalls, fast-food restaurants, food courts, and the like

    LEISURE-LINKED CATERING

  • 31

    ________ This service is also known as off-site catering. This kind of service provides food and drinks from small to large groups of people for social or corporate functions and activities at any location, which is off principal workplace.

    OFF-PREMISE CATERING -

  • 32

    ______ - these are those establishments the offer food and beverage services and sometimes accommodation to their licensed members.

    CLUBS

  • 33

    _______– it deals with catering in all transport modes, such as rail ,air ,sea ,and road.

    TRANSPORT CATERING

  • 34

    Four (4) types of transport catering:

    A. RAILWAY CATERING B. AIRLINE CATERING C. SHIP CATERING D. SURFACE CATERING

  • 35

    _______ - In flight catering service varies on the class of travel (First Class, Business Class, or Economy Class.)

    AIRLINE CATERING

  • 36

    _________ Commonly, ferries are used on shorter sea routes to have snacks and soft beverages, whereas ships plying on longer routes will have full-fledged kitchens offering full meals to the travelers.

    SHIP CATERING -

  • 37

    __________– it caters to passengers travelling by surface transport, such as buses, cars, and private vehicles, through food stalls, fast food, restaurants, take aways, canteens and the like.

    SURFACE CATERING

  • 38

    Two types of railway catering:

    TERMINAL CATERING – IN TRANSIT CATERING –

  • 39

    ________- Allows passengers to get off the train to eat food in various terminals where food service outlets are available.

    TERMINAL CATERING

  • 40

    ________ - is the provision of food and beverages to passengers while they traveling

    IN TRANSIT CATERING

  • 41

    type of ownership:

    A. SELF OPERATED B. FRANCHISE AGREEMENT C. MANAGEMENT CONTRACTING D. OUTSOURCING

  • 42

    ________ - The owner of the company manages the operations. it can be large, small, or franchised.

    A. SELF-OPERATED

  • 43

    ___________ - In this situation, the franchisee purchases the right to use the brand name, design and methods as agreed to other franchising agreement conditions.

    B.FRANCHISE AGREEMENT

  • 44

    ________ - This is when the owner or the company management employs or contracts another food and beverage service organization or company to manage the whole part of operation.

    C. MANAGEMENT CONTRACTING

  • 45

    ______ - The emerging trends are where the hotel forms a partnership with restaurant, coffee chain or bar brand to operate in the hotel's designated are.

    D. OUTSOURCING

  • 46

    Food service cycle:

    MARKET POTENTIAL POLICY, DESIGN AND OBJECTIVES UNDERSTANDING DEMAND PLANNING AND DESIGNING OF FACILITIES MEETING REQUIREMENTS AND MAKING PROVISIONS OPERATIONAL AND MANAGEMENT REQUIREMENTS REVENUE AND COST CONTROL MONITORING OF CUSTOMER'S SATISFACTION

  • 47

    An ________ refers to units of people that are structured and managed to achieve one common goal.

    ORGANIZATION

  • 48

    3 levels of organization:

    1. MANAGERIAL (TOP MANAGEMENT) 2. SUPERVISORY (MIDDLE MANAGEMENT) 3. OPERATIONS (OPERATIONAL STAFFS)

  • 49

    _______ this considered the top management where most employees at this level do the decision-making. Employees at this level have a lesser number of people, usually 5% of the organization

    MANAGERIAL LEVEL:

  • 50

    ________ : this is generally considered 15% of the organization and considered as middle management. Employees at this level have are InCharge of supervising employees at the operational level. The primary responsibility of people who belong to this level is to communicate top management's decisions to the employees at the operational level.

    SUPERVISORY LEVEL

  • 51

    _______: This is at the organization chart's bottom level, composed of 80% of the organization. Employees at this level are physically hands-on to the job

    OPERATIONAL LEVEL

  • 52

    ______ is a document that explains what a particular job entails.

    JOB DESCRIPTION

  • 53

    _______ is a document that outlines the qualifications, skills, experience, and attributes required for a specific job role.

    JOB SPECIFICATION

  • 54

    French terms of restaurant supervisor - _______

    MAITRE DE HOTEL

  • 55

    _________a French term which refers to “prepare the environment and make it presentable”

    MISE-EN-SCENE

  • 56

    Mise-en-scene a French term which refers to ________

    PREPARE THE ENVIRONMENT AND MAKE IT PRESENTABLE,"

  • 57

    _________ - they responsible for setting up food and beverage policies. they are responsible for implementing the establishment policies.

    FOOD AND BEVERAGE MANAGER/DIRECTOR

  • 58

    ________ he/she ensures that the service team provides detailed attention to the guests and delivers quality standards to meet the target revenue goals.

    RESTAURANT MANAGER

  • 59

    ________ - oversees all restaurant captains' work and the service standards practices. Service standards include cleanliness, service preparedness, staff turnout, briefing and training, service flow between kitchen and restaurant, and salesmanship.

    SENIOR CAPTAIN (RESTAURANT SUPERVISOR)

  • 60

    The captain, also known as the headwaiter "______

    CHEF DE RANG

  • 61

    – it is also known as the headwaiter "chef de rang

    CAPTAIN

  • 62

    ________ responsible for a station or set of tables. Each station has a sideboard also called a "dummy waiter" equipped with crockery supplies, tableware, glassware, linens, service ware, and necessary accessories used for food service.

    CAPTAIN (HEADWAITER) -

  • 63

    _______ - handles the table reservations, receives guests at the front door, ensures that there is a balanced guests distribution for each station, seats guests, presents menu, and checks from time to time if the needs and expectations of the guests are met.

    HOSTESS

  • 64

    _________ He/she provides an essential service to the guest. He/she must exhibit excellent customer service skills and deliver high food and beverage service standards since he/she directly contacts the guests. He/she must be good at up-selling and suggestive selling.

    STEWARD/ STEWARDESS (WAITER) -

  • 65

    The steward/ stewardess is also known as _______

    "WAITER" or "SERVER" or "COMMIS DE RANG" IN FRENCH

  • 66

    The ___________ is also known as "waiter" or "server" or "commis de rang" in french

    STEWARD/ STEWARDESS

  • 67

    _________ – he clears the table and replenish the supplies on the sideboard. he serves as a supportive staff who helps the stewards in mise-en-place, clearing soiled dishes, setting the table, and replenishing guests, water and drinks

    BUSBOY (ASSISTANT WAITER)

  • 68

    _______ - is considered a critical factor in the success of any food service outlet. Service staff must have an in-deep understanding of the customers to enhance food service operations and achieve customer satisfaction.

    MEAL EXPERIENCE

  • 69

    5 example of customer needs:

    • PHYSIOLOGICAL NEEDS • ECONOMIC NEEDS • SOCIAL NEEDS • PSYCHOLOGICAL NEEDS • CONVENIENCE

  • 70

    ________ The base of Maslow's hierarchy of human needs encompass the basic yet self-preserving needs, such as sleep, water, and shelter.

    PHYSIOLOGICAL NEEDS -

  • 71

    ________These are the needs based on the value of money.The customers will look if the size,portion,level of service, speed of service and outlet location are worth the price they pay.

    ECONOMIC NEEDS

  • 72

    _______ – THESE ARE THE FEELING OF BELONGING. IT IS SATISFYING WHEN THE CUSTOMERS' SENSE OF BELONGING IS ACHIEVED WHEN THEY GO OUT WITH THEIR FRIENDS, BUSINESS MEETINGS, GET-TOGETHER FUNCTIONS, AND THE LIKE.

    SOCIAL NEEDS

  • 73

    _______. This is the feeling of prestige and fulfilling lifestyle needs. Some people eat at a particular establishment to fulfill their psychological needs. The food service establishment brand somewhat influences customers' reasons in choosing an establishment because of its image.

    PSYCHOLOGICAL NEEDS

  • 74

    ________ At the most basic reason, eating out or buying food from a food service establishment is simply convenient. For example, customers will eat at any food service outlets inside the mall when they get hungry in the mall, or customers eat at nearby restaurants, which are very accessible to their work.

    CONVENIENCE

  • 75

    Factors affecting customers meal experience:

    FOOD AND BEVERAGES OFFERED IN THE MENU SERVICE QUALITY LEVEL OF CLEANLINESS AND HYGIENE PERCEIVED VALUE FOR MONEY AND PRICE ATMOSPHERE AND AMBIANCE FLAPS

  • 76

    _______ it is a method of technique introduced by Valerie A. Zeithaml, Ananthanarayanan P. Parasuraman and Leonards L. berry, which is used and applied over time to measure the gaps between the guests' expectations and the actual services delivered to identify areas that need quality improvement.

    SERVQUAL

  • 77

    ________- It includes the quality of the food and beverages, range of menu options, or a variety of food and drinks offered, availability, and flexibility for special orders that might affect customers meal experience.

    FOOD AND BEVERAGES OFFERED IN THE MENU

  • 78

    _________ it varies according to industry. The context and brand promise can entirely influence it. The industry standard and widely used metric are known as "SERVQUAL."

    SERVICE QUALITY

  • 79

    SERVICE QUALITY it varies according to industry. The context and brand promise can entirely influence it. The industry standard and widely used metric are known as "______."

    SERVQUAL

  • 80

    __________ Any food service outlet is expected to be clean on the premises and equipment used. The staff must practice proper hygiene. The appropriate hygiene and grooming reflect the organizations image.

    LEVEL OF CLEANLINESS AND HYGIENE

  • 81

    ________ The money spent must be appropriate to the quality of food, service types, and ambiance provided by the food service outlet.

    PERCEIVED VALUE FOR MONEY AND PRICE

  • 82

    ________ The design, decor, lighting, and furnishing must be appropriate to the theme of the restaurant. ventilation , music noise level, other customers, workplace and staff attitude are some factors that contribute to the ambiance of a food service outlet.

    ATMOSPHERE AND AMBIANCE

  • 83

    Five sets of service quality dimensions

    RELIABILITY ASSURANCE EMPATHY RESPONSIVENESS TANGIBLE RATER

  • 84

    _______ It is to perform the promised service to the customers. It is the ability to complete the service on-time, consistently, and error-free every time. It is crucial to accurately deliver the service to the customers and with no mistakes to create a positive meal experience.

    RELIABILITY

  • 85

    _______ It can convey confidence and portray that the organization is trusted for its service. this is based on the staff's knowledge and ability to communicate with customers.

    ASSURANCE

  • 86

    _______ It refers to aesthetics. It is the physical facilities, the atmosphere which includes other customers, the service staff, and the like. This is also how the outlet is visually appealing to its customers. staff should look into details and ensure that everything is spotless from dirt.

    TANGIBLE

  • 87

    ________ The staff establishes __ to show care. The staff should provide individualized attention to its customers.

    EMPATHY

  • 88

    _______ It is providing prompt service and willingness to help guests. The staff should always anticipates the needs of the customers.

    RESPONSIVENESS

  • 89

    _______ it is the assistance given to customers and allocating an amount of attention to details. Food service personnel is going above and beyond, providing the extra mile of service to its customers to attain customer satisfaction.

    CUSTOMER SERVICE

  • 90

    FIVE CHARACTERISTICS OF CUSTOMER SERVICE AND FOOD SERVICE OPERATIONS:

    • SERVICE LEVEL • SERVICE AVAILABILITY • LEVEL OF STANDARD • SERVICE RELIABILITY • SERVICE FLEXIBILITY

  • 91

    _________ This is the intensity of the limitations in the person's ability to give the attention expected and required in operation customers. Always bear in mind that when you are working, you do not own your time. you should provide all the necessary services that your customer might need. Give services at the maximum level.

    SERVICE LEVEL

  • 92

    ________ It is based on what was agreed upon at the onset. The staff must inform the customers about the available foods and drinks, policies, and the like.

    SERVICE AVAILABILITY

  • 93

    _______ The quality of food and drinks, decor and ambiance, equipment and tools used, and staff professionalism level must be appropriate to the establishment's standard level. Customers will not complain if we provide fair expectations.

    LEVEL OF STANDARD

  • 94

    ________ This is the extent of consistency of the product and services offered consistency with the taste, service and the like.

    SERVICE RELIABILITY

  • 95

    _______ This is the extent to which alternatives are made available and to which there can be variations and alternations in the standard products that can be offered.

    SERVICE FLEXIBILITY

  • 96

    _______ are qualities, characteristics, or features possessed by a person. To create an excellent first impression and reflect on the image of the establishment

    ATTRIBUTES

  • 97

    PROCEDURES HANDLING CUSTOMER'S COMPLAINTS:

    • LISTEN ATTENTIVELY • EMPHATHIZE AND APOLOGIZE • TAKE ACTION • MAKE A FOLLOW-UP • RECORD FACTS AND DETAILS OF THE COMPLAINT

  • 98

    SERVICE PERSONNEL MUST ACQUIRE THE DESIRED ATTRIBUTES LISTED :

    • GOOD PERSONAL HYGIENE AND GROOMING • GOOD MANNERS AND RIGHT CONDUCT • COMPLAINT HANDLING • ATTENTIVENESS • GOOD SENSE OF RESPONSIBILITY • PUNCTUALITY • MEMORY AND ANTICIPATION • TECHNICAL SKILLS AND KNOWLEDGE • LOCAL KNOWLEDGE • SALES AND MARKETING SKILLS

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    問題一覧

  • 1

    _______ - it includes the businesses, institutions, and companies which prepare meals outside the home.

    FOOD SERVICE

  • 2

    Industry caters based on people demand: _____ ____ ____

    FOOD and BEVERAGES

  • 3

    __________ their primary role is to provide food and drinks to all those who eat outside their home for various reasons and are mostly dependent on the food service outlets for their meal

    catering or food service industry's –

  • 4

    Two types of food and beverage services:

    ON - PREMISE OFF - PREMISE

  • 5

    ________ -Is when food and beverages are prepared, presented, and served inside the establishment premises where the customers visit the premises to avail of their services.

    ON - PREMISE

  • 6

    ________ - Is when the food and beverage service cooks, prepares, and serves in the customer's chosen premises.

    OFF - PREMISE

  • 7

    The Food Service Industry Sector:

    Based on the priority given to the provision of food and beverage Based on the motives Based on the types of market served Based on the ownership

  • 8

    two groups according to the priority given to the provision of food and beverages, including the:

    A. PRIMARY CATERING INDUSTRY B. SECONDARY CATERING INDUSTRY

  • 9

    ________ The establishment's main concern under this category is to cater food and drinks to its clients, such as restaurants, takeaways, dine-ins, F&B outlets of the accommodation sector and the like.

    PRIMARY CATERING INDUSTRY -

  • 10

    Two primary catering industry

    RESIDENTIAL NONRESIDENTIALS

  • 11

    ________ - These are establishments that offer food and beverage service and accommodations, such as hotels ,motels ,resorts ,and so on.

    RESIDENTIAL

  • 12

    _______ - These are establishments that only offer food and beverages, such as restaurants, pubs ,night clubs, and so on.

    NONRESIDENTIALS

  • 13

    _________ - The provision of food and beverages is not the primary concern of the establishments in this category. still, it is embedded in the establishment as as support or secondary activity, such as hospital catering, institutional catering, transport catering, and the like

    SECONDARY CATERING INDUSTRY

  • 14

    Based on the motives:

    A. PROFIT MOTIVES / COMMERCIAL. B. SERVICE MOTIVES / NONCOMMERCIAL.

  • 15

    ________. - The food service establishment's main objective is to gain profit by selling food and beverage as its primary or secondary activity.

    PROFIT MOTIVES / COMMERCIAL

  • 16

    _______. - Under this sector, the food and beverage establishment aim not to earn profit, but instead to provide welfare services at reasonable prices, such as hospitals and industrial cafeterias.

    SERVICE MOTIVES / NONCOMMERCIAL

  • 17

    Based on the type of market served:

    A. GENERAL MARKET / NON-CAPTIVE CUSTOMERS B. RESTRICTED MARKET

  • 18

    ________-In this category, the customers have a full choice of what to eat and where to eat.

    GENERAL MARKET / NON-CAPTIVE CUSTOMERS

  • 19

    _________ - Under this category, the food establishment usually offers limited food offerings or foods specially designed to a particular clientele's needs.

    RESTRICTED MARKET

  • 20

    Two clientele:

    CAPTIVE CLIENTELE SEMI- CAPTIVE CLIENTELE

  • 21

    _______ – it has no choice of the food and beverage service offered (senior citizens in nursing homes or patients in hospitals) Foods are typically designed for the needs of a particular client or patient.

    CAPTIVE CLIENTELE

  • 22

    ________- it has a choice but is only limited to the establishment's options (transport passengers)

    SEMI- CAPTIVE CLIENTELE

  • 23

    Clasification of f&b Industry based on motives and market served:

    HOTELS RESTAURANTS

  • 24

    _______- the primary purpose of this is to provide accommodations that may include food and beverage services.

    HOTELS

  • 25

    _______ - it consists of different organizations that prepare, present, and serve food and drinks to various clientele on-premises, though some include take out and delivery service.

    RESTAURANTS

  • 26

    3 groups of restaurants:

    QUICK SERVICE MID-SCALE SERVICE UPSCALE SERVICE

  • 27

    ________- This is commonly known as fast-food restaurant. A limited menu is offered and meals are quickly prepared and served. A high customer volume is necessary to make this type of business sustainable since it requires high labor cost and high equipment investment.Some establishments also provide windows for drive-trough and take-out. This is a self-service restaurant with affordable prices.

    QUICK SERVICE

  • 28

    _________ Under this category, restaurants offer a full meal at a midrange price,which the customers percieve as good value. Mid-scale restaurants can provide full service, buffet,and pay-to-order counters that can be self-service or limited service having the customer's food brought to their tables.

    MID-SCALE SERVICE -

  • 29

    ________ Upscale restaurants offer excellent quality cuisine at a high-end price. The establishment under this category provides full-service in an elegant ambiance. In the Philippines, most upscale service restaurants can be found in five-star hotels

    UPSCALE SERVICE -

  • 30

    ______ - Food and drinks services are offered to the people engaged in leisure, sports and recreation through licensed cafes, food stalls, fast-food restaurants, food courts, and the like

    LEISURE-LINKED CATERING

  • 31

    ________ This service is also known as off-site catering. This kind of service provides food and drinks from small to large groups of people for social or corporate functions and activities at any location, which is off principal workplace.

    OFF-PREMISE CATERING -

  • 32

    ______ - these are those establishments the offer food and beverage services and sometimes accommodation to their licensed members.

    CLUBS

  • 33

    _______– it deals with catering in all transport modes, such as rail ,air ,sea ,and road.

    TRANSPORT CATERING

  • 34

    Four (4) types of transport catering:

    A. RAILWAY CATERING B. AIRLINE CATERING C. SHIP CATERING D. SURFACE CATERING

  • 35

    _______ - In flight catering service varies on the class of travel (First Class, Business Class, or Economy Class.)

    AIRLINE CATERING

  • 36

    _________ Commonly, ferries are used on shorter sea routes to have snacks and soft beverages, whereas ships plying on longer routes will have full-fledged kitchens offering full meals to the travelers.

    SHIP CATERING -

  • 37

    __________– it caters to passengers travelling by surface transport, such as buses, cars, and private vehicles, through food stalls, fast food, restaurants, take aways, canteens and the like.

    SURFACE CATERING

  • 38

    Two types of railway catering:

    TERMINAL CATERING – IN TRANSIT CATERING –

  • 39

    ________- Allows passengers to get off the train to eat food in various terminals where food service outlets are available.

    TERMINAL CATERING

  • 40

    ________ - is the provision of food and beverages to passengers while they traveling

    IN TRANSIT CATERING

  • 41

    type of ownership:

    A. SELF OPERATED B. FRANCHISE AGREEMENT C. MANAGEMENT CONTRACTING D. OUTSOURCING

  • 42

    ________ - The owner of the company manages the operations. it can be large, small, or franchised.

    A. SELF-OPERATED

  • 43

    ___________ - In this situation, the franchisee purchases the right to use the brand name, design and methods as agreed to other franchising agreement conditions.

    B.FRANCHISE AGREEMENT

  • 44

    ________ - This is when the owner or the company management employs or contracts another food and beverage service organization or company to manage the whole part of operation.

    C. MANAGEMENT CONTRACTING

  • 45

    ______ - The emerging trends are where the hotel forms a partnership with restaurant, coffee chain or bar brand to operate in the hotel's designated are.

    D. OUTSOURCING

  • 46

    Food service cycle:

    MARKET POTENTIAL POLICY, DESIGN AND OBJECTIVES UNDERSTANDING DEMAND PLANNING AND DESIGNING OF FACILITIES MEETING REQUIREMENTS AND MAKING PROVISIONS OPERATIONAL AND MANAGEMENT REQUIREMENTS REVENUE AND COST CONTROL MONITORING OF CUSTOMER'S SATISFACTION

  • 47

    An ________ refers to units of people that are structured and managed to achieve one common goal.

    ORGANIZATION

  • 48

    3 levels of organization:

    1. MANAGERIAL (TOP MANAGEMENT) 2. SUPERVISORY (MIDDLE MANAGEMENT) 3. OPERATIONS (OPERATIONAL STAFFS)

  • 49

    _______ this considered the top management where most employees at this level do the decision-making. Employees at this level have a lesser number of people, usually 5% of the organization

    MANAGERIAL LEVEL:

  • 50

    ________ : this is generally considered 15% of the organization and considered as middle management. Employees at this level have are InCharge of supervising employees at the operational level. The primary responsibility of people who belong to this level is to communicate top management's decisions to the employees at the operational level.

    SUPERVISORY LEVEL

  • 51

    _______: This is at the organization chart's bottom level, composed of 80% of the organization. Employees at this level are physically hands-on to the job

    OPERATIONAL LEVEL

  • 52

    ______ is a document that explains what a particular job entails.

    JOB DESCRIPTION

  • 53

    _______ is a document that outlines the qualifications, skills, experience, and attributes required for a specific job role.

    JOB SPECIFICATION

  • 54

    French terms of restaurant supervisor - _______

    MAITRE DE HOTEL

  • 55

    _________a French term which refers to “prepare the environment and make it presentable”

    MISE-EN-SCENE

  • 56

    Mise-en-scene a French term which refers to ________

    PREPARE THE ENVIRONMENT AND MAKE IT PRESENTABLE,"

  • 57

    _________ - they responsible for setting up food and beverage policies. they are responsible for implementing the establishment policies.

    FOOD AND BEVERAGE MANAGER/DIRECTOR

  • 58

    ________ he/she ensures that the service team provides detailed attention to the guests and delivers quality standards to meet the target revenue goals.

    RESTAURANT MANAGER

  • 59

    ________ - oversees all restaurant captains' work and the service standards practices. Service standards include cleanliness, service preparedness, staff turnout, briefing and training, service flow between kitchen and restaurant, and salesmanship.

    SENIOR CAPTAIN (RESTAURANT SUPERVISOR)

  • 60

    The captain, also known as the headwaiter "______

    CHEF DE RANG

  • 61

    – it is also known as the headwaiter "chef de rang

    CAPTAIN

  • 62

    ________ responsible for a station or set of tables. Each station has a sideboard also called a "dummy waiter" equipped with crockery supplies, tableware, glassware, linens, service ware, and necessary accessories used for food service.

    CAPTAIN (HEADWAITER) -

  • 63

    _______ - handles the table reservations, receives guests at the front door, ensures that there is a balanced guests distribution for each station, seats guests, presents menu, and checks from time to time if the needs and expectations of the guests are met.

    HOSTESS

  • 64

    _________ He/she provides an essential service to the guest. He/she must exhibit excellent customer service skills and deliver high food and beverage service standards since he/she directly contacts the guests. He/she must be good at up-selling and suggestive selling.

    STEWARD/ STEWARDESS (WAITER) -

  • 65

    The steward/ stewardess is also known as _______

    "WAITER" or "SERVER" or "COMMIS DE RANG" IN FRENCH

  • 66

    The ___________ is also known as "waiter" or "server" or "commis de rang" in french

    STEWARD/ STEWARDESS

  • 67

    _________ – he clears the table and replenish the supplies on the sideboard. he serves as a supportive staff who helps the stewards in mise-en-place, clearing soiled dishes, setting the table, and replenishing guests, water and drinks

    BUSBOY (ASSISTANT WAITER)

  • 68

    _______ - is considered a critical factor in the success of any food service outlet. Service staff must have an in-deep understanding of the customers to enhance food service operations and achieve customer satisfaction.

    MEAL EXPERIENCE

  • 69

    5 example of customer needs:

    • PHYSIOLOGICAL NEEDS • ECONOMIC NEEDS • SOCIAL NEEDS • PSYCHOLOGICAL NEEDS • CONVENIENCE

  • 70

    ________ The base of Maslow's hierarchy of human needs encompass the basic yet self-preserving needs, such as sleep, water, and shelter.

    PHYSIOLOGICAL NEEDS -

  • 71

    ________These are the needs based on the value of money.The customers will look if the size,portion,level of service, speed of service and outlet location are worth the price they pay.

    ECONOMIC NEEDS

  • 72

    _______ – THESE ARE THE FEELING OF BELONGING. IT IS SATISFYING WHEN THE CUSTOMERS' SENSE OF BELONGING IS ACHIEVED WHEN THEY GO OUT WITH THEIR FRIENDS, BUSINESS MEETINGS, GET-TOGETHER FUNCTIONS, AND THE LIKE.

    SOCIAL NEEDS

  • 73

    _______. This is the feeling of prestige and fulfilling lifestyle needs. Some people eat at a particular establishment to fulfill their psychological needs. The food service establishment brand somewhat influences customers' reasons in choosing an establishment because of its image.

    PSYCHOLOGICAL NEEDS

  • 74

    ________ At the most basic reason, eating out or buying food from a food service establishment is simply convenient. For example, customers will eat at any food service outlets inside the mall when they get hungry in the mall, or customers eat at nearby restaurants, which are very accessible to their work.

    CONVENIENCE

  • 75

    Factors affecting customers meal experience:

    FOOD AND BEVERAGES OFFERED IN THE MENU SERVICE QUALITY LEVEL OF CLEANLINESS AND HYGIENE PERCEIVED VALUE FOR MONEY AND PRICE ATMOSPHERE AND AMBIANCE FLAPS

  • 76

    _______ it is a method of technique introduced by Valerie A. Zeithaml, Ananthanarayanan P. Parasuraman and Leonards L. berry, which is used and applied over time to measure the gaps between the guests' expectations and the actual services delivered to identify areas that need quality improvement.

    SERVQUAL

  • 77

    ________- It includes the quality of the food and beverages, range of menu options, or a variety of food and drinks offered, availability, and flexibility for special orders that might affect customers meal experience.

    FOOD AND BEVERAGES OFFERED IN THE MENU

  • 78

    _________ it varies according to industry. The context and brand promise can entirely influence it. The industry standard and widely used metric are known as "SERVQUAL."

    SERVICE QUALITY

  • 79

    SERVICE QUALITY it varies according to industry. The context and brand promise can entirely influence it. The industry standard and widely used metric are known as "______."

    SERVQUAL

  • 80

    __________ Any food service outlet is expected to be clean on the premises and equipment used. The staff must practice proper hygiene. The appropriate hygiene and grooming reflect the organizations image.

    LEVEL OF CLEANLINESS AND HYGIENE

  • 81

    ________ The money spent must be appropriate to the quality of food, service types, and ambiance provided by the food service outlet.

    PERCEIVED VALUE FOR MONEY AND PRICE

  • 82

    ________ The design, decor, lighting, and furnishing must be appropriate to the theme of the restaurant. ventilation , music noise level, other customers, workplace and staff attitude are some factors that contribute to the ambiance of a food service outlet.

    ATMOSPHERE AND AMBIANCE

  • 83

    Five sets of service quality dimensions

    RELIABILITY ASSURANCE EMPATHY RESPONSIVENESS TANGIBLE RATER

  • 84

    _______ It is to perform the promised service to the customers. It is the ability to complete the service on-time, consistently, and error-free every time. It is crucial to accurately deliver the service to the customers and with no mistakes to create a positive meal experience.

    RELIABILITY

  • 85

    _______ It can convey confidence and portray that the organization is trusted for its service. this is based on the staff's knowledge and ability to communicate with customers.

    ASSURANCE

  • 86

    _______ It refers to aesthetics. It is the physical facilities, the atmosphere which includes other customers, the service staff, and the like. This is also how the outlet is visually appealing to its customers. staff should look into details and ensure that everything is spotless from dirt.

    TANGIBLE

  • 87

    ________ The staff establishes __ to show care. The staff should provide individualized attention to its customers.

    EMPATHY

  • 88

    _______ It is providing prompt service and willingness to help guests. The staff should always anticipates the needs of the customers.

    RESPONSIVENESS

  • 89

    _______ it is the assistance given to customers and allocating an amount of attention to details. Food service personnel is going above and beyond, providing the extra mile of service to its customers to attain customer satisfaction.

    CUSTOMER SERVICE

  • 90

    FIVE CHARACTERISTICS OF CUSTOMER SERVICE AND FOOD SERVICE OPERATIONS:

    • SERVICE LEVEL • SERVICE AVAILABILITY • LEVEL OF STANDARD • SERVICE RELIABILITY • SERVICE FLEXIBILITY

  • 91

    _________ This is the intensity of the limitations in the person's ability to give the attention expected and required in operation customers. Always bear in mind that when you are working, you do not own your time. you should provide all the necessary services that your customer might need. Give services at the maximum level.

    SERVICE LEVEL

  • 92

    ________ It is based on what was agreed upon at the onset. The staff must inform the customers about the available foods and drinks, policies, and the like.

    SERVICE AVAILABILITY

  • 93

    _______ The quality of food and drinks, decor and ambiance, equipment and tools used, and staff professionalism level must be appropriate to the establishment's standard level. Customers will not complain if we provide fair expectations.

    LEVEL OF STANDARD

  • 94

    ________ This is the extent of consistency of the product and services offered consistency with the taste, service and the like.

    SERVICE RELIABILITY

  • 95

    _______ This is the extent to which alternatives are made available and to which there can be variations and alternations in the standard products that can be offered.

    SERVICE FLEXIBILITY

  • 96

    _______ are qualities, characteristics, or features possessed by a person. To create an excellent first impression and reflect on the image of the establishment

    ATTRIBUTES

  • 97

    PROCEDURES HANDLING CUSTOMER'S COMPLAINTS:

    • LISTEN ATTENTIVELY • EMPHATHIZE AND APOLOGIZE • TAKE ACTION • MAKE A FOLLOW-UP • RECORD FACTS AND DETAILS OF THE COMPLAINT

  • 98

    SERVICE PERSONNEL MUST ACQUIRE THE DESIRED ATTRIBUTES LISTED :

    • GOOD PERSONAL HYGIENE AND GROOMING • GOOD MANNERS AND RIGHT CONDUCT • COMPLAINT HANDLING • ATTENTIVENESS • GOOD SENSE OF RESPONSIBILITY • PUNCTUALITY • MEMORY AND ANTICIPATION • TECHNICAL SKILLS AND KNOWLEDGE • LOCAL KNOWLEDGE • SALES AND MARKETING SKILLS