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29 Cards in this Set
- Front
- Back
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moment of truth
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Any Episode in which the customer comes into contact it any aspect Of the organization and gets An impressionof the quality of its services
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ambiance
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The feeling or mood created by or Environment
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Back of House (BOH)
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the areas of tue operation that are not typically entered into, or seen by guest
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Casual restaurant
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Restaurant that provides table service to guest and serve moderately priced food in an informal atmosphene
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Commercial restaurants & foodservice operations
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operations that are open to the general public
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Controlling
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the term used to describe a manger's efforts to monitor performance and take corrective actions: Praise in Public correct in private
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culture
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the altitudes, beliefs, and characteristics of a specific group
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Customer service Culture
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A culture that exists in an operation where all employees consider themselves to be in the high-quality Customer service. business 1st and in the food} beverage business Second
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Directing
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A management function related to the leadership of others; inspiring others to do their Best work
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drive through customers
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Customers who place aid receive their take away food orders without leaving Their cars
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fast casual restaurants
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Restaurant that do not provide table service, but their food quality ,overall service level, and decor is higher than that typically found in a QSR. Steak w Shake,chipotle, fazzolli's
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Fine dining Restaurant
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Restaurants that offer guests tue highest quality foods and full table service
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front of House (FOH)
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the area of a restaurant or foodservice operation that guess have access to,
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high quality customer service
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Service that consistently exceeds customers' expectations for products and services received, as well as the level of personal attention provided during the delivery
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hospitality
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the manner in which services are performed, as well as the feeling that customers take with them
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Hospitality industry
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Businesses that provide food and lodging services to those who are away From home
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Non Commercial foodservices operations
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operations that are not typically open to the general public; School cafe
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organizing
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Arranging available resources in away that best helps the Organization achieve its goal
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Planning
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the function of management that dentifies Goals and the strategies that will be used to achieve tue goals
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point of Sale system(Pos)
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the computer used to record guest orders and payment as well as other important operating information
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process
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A series of operations or tasks that bring about a desired result
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quick service restaurant (QSR)
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A restaurantcharacterized by its limited menus, fast service, and modest prices; fast food
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service industry
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Companies that primarily earn revenue by providing products and intangible services
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Sommelier
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A restaurant staff member who ishighly trained to assist customers in selectihg wines to accompany the Customer's menu choices
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standard
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a description of the criteria for items, tasks, behavior, practices, and other aspects of an operation that represent tue norm for the business
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system
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a set of standards, processes, and tasks that work together in an organized way to achieve an end result
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task
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A responsibility g function, or procedure that is performed as part of a process
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training
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the tool managers use to improve their employees' skills, knowledge, or attitudes
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Role of Managers
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Planning, organizing, Directing, training, Controlling
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