Chapter 10 Terms

Front 1

American Service

Back 1

Food is arranged on plates in the kitchen by cooks and brought directly to the guests' table by the server. The meal is complete on one plate.

Front 2

Appearance

Back 2

Includes dress, hygiene, and behavior. Employees make a good impression on guests by presenting themselves professionally.

Front 3

Apprentice

Back 3

A server in training.

Front 4

Bouillon Spoon

Back 4

Use for clear soups or broths. The bouillon spoon has a rounded spoon hea

Front 5

Busers

Back 5

Assist with the cleaning up and resetting of tables.

Front 6

Captain

Back 6

Responsible for a server area of usually 15 to 25 guests and is assisted by the front waiter or an apprentice.

Front 7

Chargers

Back 7

Service plates that don't directly touch the food.

Front 8

Comment Cards

Back 8

Quick surveys that customers complete noting their satisfaction with the food and service.

Front 9

Competitive Advantage

Back 9

The thing that attracts a customer to one operation over another.

Front 10

Customer Interaction

Back 10

One of the best ways in which to make a strong first impression. An initial interaction can come in many different settings, and a good customer service plan accounts for them all.

Front 11

English Service

Back 11

Also known as family-style dining, English service is the simplest and least expensive. In English service, bowls and platters of food are placed on the table, and a seated host or hostess places the food onto plates.

Front 12

Family-Style Dining

Back 12

Also known as English service, the simplest and least expensive. In English service, bowls and platters of food are placed on the table, and a seated host or hostess places the food onto plates.

Front 13

Finger Bowl

Back 13

A small bowl filled with water and often a citrus fruit slice (lemon or orange), to clean the fingers after eating, especially with messier meals such as shellfish or ribs.

Front 14

First Impressions

Back 14

An impression made within the first few seconds of meeting someone; often the strongest impression we have of a person, place, or event.

Front 15

Floor Manager

Back 15

Person in charge of the operation during a particular shift; supervises a team of servers.

Front 16

Focus Groups

Back 16

Consist of customers that meet as a group to talk with managers about possible improvements in service or other areas.

Front 17

Food Runners

Back 17

These staffers are sometimes employed to assist with bringing food from the kitchen to the tables.

Front 18

French Service

Back 18

This style is typically considered the most elegant, but it is very expensive. Servers present the food to guests from a tableside cart.

Front 19

Front Waiter

Back 19

Typically, this waiter has only 1 to 2 years of experience and works with the captain.

Front 20

Greeter

Back 20

Provides the first impression in appearance, friendliness, and attentiveness. To do this, the greeter evaluates and determines the customer's specific needs for the current visit.

Front 21

Gueridon

Back 21

A tableside cart used in French service that holds food or liquid items that will be served to guests, as well as serving dishes and other utensils the servers and guests may need.

Front 22

Headwaiter

Back 22

Responsible for service in a particular area, such as a banquet room or dining room.

Front 23

Hospitality

Back 23

The feeling that guests take with them from their experience with the operation. It refers to the interaction between a guest and host—the service, care, and attention.

Front 24

Maitre d'hotel

Back 24

Responsible for the overall management of service.

Front 25

Monkey Dish

Back 25

A shallow bowl, often used for relishes or dipping sauces.

Front 26

Mystery Shoppers

Back 26

Hired by an operation to visit and report on their experiences and impressions of a particular foodservice operation.

Front 27

Quick-Service

Back 27

An easy and fast way to dine; typically, it involves no servers. Instead, guests help themselves to food set up in food bars or order at a counter.

Front 28

Rechaud

Back 28

A warming unit in the tableside cart used in French service.

Front 29

Russian Service

Back 29

This style is the most formal service style. All food preparation is done in the kitchen. The bowls and platters of food are then brought on a cart to guests at the table.

Front 30

Service

Back 30

Work, behavior, and actions of restaurant and foodservice employees that impact the customers' experience in their establishment.

Front 31

Service Station

Back 31

The area in which an operation keeps additional items; napkins, silverware, cups and saucers, condiments, menus, and water glasses.

Front 32

Shell Cracker

Back 32

Used to crack the hard and thick shells of lobsters and crabs

Front 33

Snail Plate

Back 33

Has six or twelve indentions for holding snails.

Front 34

Suggestive Selling

Back 34

Involves recommending additional or different items to a guest. It is one of the keys to the success of any retail business.

Front 35

Surveys

Back 35

Similar to comment cards, but sometimes include more open-ended questions.

Front 36

Traditional Service

Back 36

This style reflects four main influences: American, French, English, and Russian. Each service style varies depending on the menu, theme, and décor.

Front 37

Tureen

Back 37

A large covered bowl used to serve soup for up to eight people.

Front 38

Underliner Plate (Charger)

Back 38

A large decorative plate used underneath the plate on which food is served.