| A | B |
|---|
| service trays | used by servers to help transport food, beverages, dishes, and equipment throughout the restaurant or banquet facility |
| suggestive selling | techniques used to encourage guests to buy certain menu items with the objectives of increasing sales of the most profitable items and increasing the check average |
| upselling | a sales technique whereby a guest is offered a more expensive alternative than what he or she originally requested and then persuaded to select the upgrade based on its features and benefits, as well as the guest’s needs |
| side station | a service stand that holds supplies, such as tableware, ice, condiments, dairy products and some beverages, for easy access |
| sidework checklist | a list of routine setup and cleanup work -- such as restocking server supply stations, wiping service trays, folding napkins, and filling salt and pepper shakers -- that must be done before and after dining shifts |
| house account | a guest account that allows guests with approved credit to charge restaurant meals and drinks to their rooms |
| city ledger account | An account that allows local customers to be directly billed each month for restaurant meals and drinks |
| Guest check folders | these keep guest checks clean and provide a place for guests to put their money or credit cards |
| restaurant server | an employee at a lodging property who helps make a guest’s stay memorable y providing outstanding food and beverage service |
| team | Restaurant servers can be excellent ______ players within a service delivery system. |
| standard order-taking | All servers use this type system to help remember who ordered what. |
| calling order | the sequence in which drinks are made to maximize efficiency, since some -- such as frozen drinks -- take longer to make while others don’t hold up as well once they are poured |
| pre-busing | removing items from dining tables that guests no longer need, in order to keep the dining experience a pleasant one throughout the meal |
