Term
| Platinum rule of guest service |
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Definition
| Treat others the way they want to be treated |
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Term
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Definition
| Be there for me Listen to me Treat me nicely |
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Term
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Definition
Listen
Apologise
Solve
Thank them for bringing it to your attention |
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Term
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Definition
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Term
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Definition
| Opperational Assessment Report |
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Term
| Where do you find answers to the questions from the O.A.R.? |
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Definition
| Answers are located on your work station and by the break table. |
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Term
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Definition
| Ask the manager and put name in the request off book. Must hace the request no later than the Wednesday before you need off. |
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Term
| Where are employees allowed to smoke? |
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Definition
| Behind the building by the back door by ash tray. |
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Term
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Definition
Black non skid shoes (closed heel and toe)
Black socks
Black pants
Black pants (Black Belt if it has belt loops)
White or powder blue oxford shirt
Apron
Name tag
check presenter
pen
Hair up off the collar
Facial hair trimmed and neat
Shirt buttoned one button down from collar
1 ring
1 watch
nails no longer than 1/4 in past finger tip
polish compliments skin tone
! set of ear rings |
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Term
| Four things coming in the door |
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Definition
Your section
Featured item/ Limited time offer
Soup of the day
86'd items |
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Term
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Definition
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Term
| What should door greeter say |
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Definition
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Term
| What should you do while walking guests to the table? |
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Definition
| Engage in conversation with the guest |
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Term
| 5 specific things to do when greeting a table |
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Definition
Smile/Eye contact
Introduce yourself
Ask if the host explained the LTO
Acknowledge any children
Offer TWO SPECIFIC DRINK CHOICES |
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Term
| What questions can you ask the table to better understand their needs? |
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Definition
Is this your first time at IHOP?
What are your plans for today?
Have you been traveling? |
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Term
| What are some suggestions (suggestive sales) You can make to ensure their order is satisfying |
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Definition
Would you like cheese or onions on your hash browns or eggs?
For a little more, would you like to add fruit to your pancakes or try our harvest grain pancakes?
Would you like to add some mushrooms to your burger? |
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Term
| What should you do after taking the tables' order? |
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Definition
| Echo (repeat) the order back to them |
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Term
| What three things should you bring to tables for pre-meals? |
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Definition
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Term
| Name three other items you could bring to tables (not including Ketchup, Cholula, or Tabasco) |
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Definition
Hot old-fassioned Syrup
Jelly
Mustard
A-1 |
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Term
| When should you drop a check? |
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Definition
| AFTER two minute/two bite check back. |
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Term
| When do you fefill a table's drinks? |
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Definition
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Term
| On some drinks you get free refills. On others, you don't, How do you ask about each? |
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Definition
Free- Would you like another REFILL?
Charged- Would you like another _________? (Don't say Refill) |
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Term
| When putting your order in the computer, what should you do before you press print? |
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Definition
| Go to function screen and reciew the order for errors before you send it to the kitchen. |
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Term
| How do you fill guests' drink glasses? |
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Definition
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Term
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Definition
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Term
What are the two reasons we don't dip glasses (glass or styrofoam) into the ice bin?
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Definition
Safety issue- Broken glass
Sanitation issue- Hand in ice |
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Term
| If your guest has any problem at all at a table (big or small) what do you do? |
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Definition
| Keep the manager informed |
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Term
| When do you start your sidework |
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Definition
| At the end of your shift (You may keep up with table side work during shift) |
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Term
| What do you do when you have nothing to do? |
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Definition
Trick question- There's always something to do! :P
Try cleaning, stocking, or running side work. |
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Term
| What three things must you do before going to smoke? |
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Definition
Tables must be taken care of (guest has their food, check back, checks dropped, empty tables cleaned and set, floor around your table swept)
Ask SPECIFIC server to watch your station
Last- Ask manager for permission |
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Term
| When told you can go on break, what must be done first? |
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Definition
If you have guests, your tables must be taken care of, so have another server watch your tables for you. Introduce that server to your guest and inform them you are going on break. Give server all of your checks.
If you do not have guests, your tables must be taken care of (empty tables cleaned and set, floor around your table swept). |
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Term
| What do you say when addressing the cooks and who do you talk to>? |
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Definition
"Sir/Ma'am may I speak?"
Talk only to the wheel person |
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Term
| Name at least ten things you need to do/look for when checking (or having your section checked). |
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Definition
Clean light covers
Clean windows and window sill
Clean walls around table (including back of booths)
Clean and refill syrup pitcher
Clean syrup caddies
Clean and refill salt n Pepper shakers
Clean and refill sugar caddies
Spic n span table tops
Reset silverware
Spic n span booths, chairs, crumb catchers, floors |
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Term
| Name five types of refillable drinks that we offer |
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Definition
Coffee, Iced Coffee, Iced Tea, Hot tea, Soda, Lemonade, Splashers
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Term
| Name four types of non refillable drinks that we offer |
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Definition
| Milk, Chocolate milk, Juice, Cocoa, Milk Shakes |
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Term
| What is the proper set-up for hot tea? |
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Definition
| Hot tea pot, filled with hot water, on a folden napkin on an underliner with 1 hot tea, 1 lemon wedge, and one honey packet with a soup spoon, accompanied by a heated coffee cup. |
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Term
| Why do we warm up the coffe mugs with hot water? |
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Definition
| This ensures that the coffee you pour into the cup will remain hot. |
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Term
| How can you up-sell if a guest orders a large Orange Juice? |
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Definition
| Offer a carafe of Orange Juice |
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Term
| What drinks automatically come with a lemon? |
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Definition
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Term
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Definition
| Strawberries, Sprite splash of Orange Juice |
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Term
recipe
Tropical Island Twist |
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Definition
| Mango Syrup, Sprite and a splash of lemonade |
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Term
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Definition
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Term
Recipe
Sparkling Cherry Lemonade |
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Definition
Cherry Syrup
Sprite
Splash of Lemonade |
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Term
| How do you make a Milkshake? |
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Definition
Metal shake container
3 heaping #20 scoops of ice cream
10 oz milk
2 oz flavor or 3 oz fruit
blend
20 oz glass
top with Whipped cream and cherry
Serve with straw
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Term
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Definition
| White, Wheat, Sourdough, Rhy, English Muffin, Texas Toast, Romano Parmesan Bread |
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Term
How many pancakes are in a special side, and a butter side
What is the rule for remembering which side comes with your plate? |
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Definition
Special side- 2 pancakes
Butter side- 3 pancakes
rule- number of eggs= number of pancakes
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Term
How many cakes for the
Pancake combo |
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Definition
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Term
How many cakes for the
Omelettes
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Definition
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Term
How many cakes for the
Senior Omelette
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Definition
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Term
How many cakes for the
T-Bone & eggs
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Definition
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Term
How many cakes for the
Steak Tips & eggs |
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Definition
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Term
How many cakes for the
Pork Chops & eggs
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Definition
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Term
How many cakes for the
Split Decision Breakfast
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Definition
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Term
How many cakes for the
Junior Rooty
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Definition
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Term
What is the difference between the following pancakes
s/1 pan
s/1 Butt pan |
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Definition
s/1 pan-Regular size
s/1 Butt pan- Large size |
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Term
What is the difference between
Short Stack
Senior Short stack? |
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Definition
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Term
What do you look for to identify the
Big Steak Omelette |
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Definition
| Steak, Mushrooms, and tomatoes |
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Term
What do you look for to identify the
Bacon Temptation Omelette |
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Definition
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Term
What do you look for to identify the
Colorodo Omelette |
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Definition
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Term
What do you look for to identify the
International Omelette |
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Definition
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Term
What do you look for to identify the
Country Omelette |
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Definition
| Ham cheese and sour cream |
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Term
What do you look for to identify the
Garden Omelette |
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Definition
| mushrooms, tomatoes, and cheese |
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Term
What do you look for to identify the
Spinach & Mushroom Omelette |
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Definition
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Term
What do you look for to identify the
Hearty Ham & Cheese Omelette |
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Definition
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Term
What do you look for to identify the
Chicken Fajita Omelette |
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Definition
| Chicken, salsa, and sour cream |
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Term
List The ingredients for the following item
Big Steak Omelette |
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Definition
| Steak, Mushrooms, Bell peppers, Onions, Cheddar Cheese, Tomatoes, Salsa. |
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Term
List The ingredients for the following item
Bacon Temptation Omelette |
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Definition
| Bacon, Tomatoes, Cheese Blend, and Cheese sauce |
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Term
List The ingredients for the following item
Colorodo Omelette |
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Definition
| Ham, pork sausage, Bacon, Hash Browns, Pot Roast, Green Peppers, Onions, Cheddar Cheese, Salsa |
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Term
List The ingredients for the following item
Country Omelette |
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Definition
| Ham, Onions, Hash Browns, Cheddar Cheese, and Sour Cream |
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Term
List The ingredients for the following item
International Omelette |
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Definition
| Ham, Onions, Bell Peppers, Cheddar Cheese, and salsa |
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Term
List The ingredients for the following item
Garden with cheese Omelette |
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Definition
| Mushrooms, Tomatoes, Onions, Green Peppers, Cheddar Cheese |
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Term
List The ingredients for the following item
Spinach & Mushroom omelette |
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Definition
| Spinach, Swiss cheese, onions, mushrooms, hollandaise sauce |
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Term
List The ingredients for the following item
Hearty Ham and cheese omelette |
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Definition
| Ham, cheese blend, Cheese Sauce |
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Term
List The ingredients for the following item
Chicken Fajita Omelette |
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Definition
| Fajita Chicken, bell peppers, onions, cheese blend, salsa, and sour cream |
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Term
| What Five egg plates do not come with hashbrowns? |
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Definition
| Rooty Tootie, Split Decision, International Passport, Waffle Combo, 2x2x2 |
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Term
| What comes in a split decision breakfast? |
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Definition
2 french toast triangles
2 pancakes
2 eggs
2 sausage links
2 bacon |
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Term
| What does a Vive La French Toast Combo come with? |
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Definition
| 4 triangles of french toast, 2 eggs, hashbrowns, and a choice of 2 sausage or 2 bacon |
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Term
| What does an Eggs Benedict consist of? |
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Definition
1 English Muffin, 2 canadian Bacon Slices, 2 Poached eggs, Hash Browns, and hollandaise sauce.
Quick 2 egg breakfast with hollandaise sauce
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Term
| What is the difference between the quick 2 egg breakfast and a senior rise and shine? |
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Definition
Plate and Price
Senior rise and shine is on an oval plate |
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Term
| If someone orders a pancake combo, but wants toast instead of pancakes, what should your response be |
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Definition
| We have exactly what you want in the two egg breakfast |
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Term
| If someone wants a pancake combo a, but does not want the hash browns, or any substitute, what should your response be |
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Definition
| Our 2x2x2 has everything you want |
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Term
| What 11 types of eggs do we serve |
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Definition
OE- over easy (Whites and yolk runny)
OM- Over medium (whites firm, and yolk runny)
OMW- Over medium well (Whites cooked and yolks starting to solidify)
OW- Over well (Whites and yolks cooked all the way through)
OH- Over hard (Yolks broken, and egg cooked completely)
SCR- Scrambled (Eggs stirred together and cooked throughout)
Up- Sunny Side up (whites cooked all the way, but not flipped)
BA- Basted (Cooked in a skillet, then water added and covered to steam the top of the eggs)
PO- Poached (boiled in water without shell)
3-min- soft boiled (Boiled in shell; still soft)
HB- Hard boiled (boiled in shell thoroughly) |
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Term
| If a guest orders their eggs OE, what should your response be? |
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Definition
So, you would like the yolks runny, and the whites runny too?
Reason: People tend to say Over easy when they mean over medium. |
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Term
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Definition
| A thin egg batter pancake |
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Term
| What are your Crepe choices, and how many of each do you get with an international crepe passport? |
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Definition
Danish (1)
Swedish (2)
Nutella (2)
Strawberry Banana Crepe (1)
Fresh Fruit Crepe (1) |
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Term
What are the toppings and fillings for
Swedish Crepes? |
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Definition
| Lingonberries, and Lingonberry butter |
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Term
What are the toppings and fillings for
Danish Crepes? |
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Definition
| Cream Cheese filling and fruit compote |
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Term
What are the toppings and fillings for
Nutella Crepes? |
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Definition
| Banana, nutella sauce, and strawberries |
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Term
| How many chicken crepes are in an order, and what do they consist of? |
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Definition
2 crepes
Chicken, mushrooms, onions, spinach, hollandaise sauce, and red potato seasoning. |
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Term
| How many sides come with lunch, dinner, and sr. Dinner? |
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Definition
lunch-1
Dinner-3
Sr. Dinner-2 |
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Term
| When someone orders a double blt, you must ask two questions about the bread. What are they? |
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Definition
What kind of bread?
Would you like your bread toasted? |
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Term
| How much do you fill a syrup pitcher? |
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Definition
| 1/3 of the way per guest, up to an entire pitcher. |
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Term
| How much do you fill a coffee pot? |
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Definition
| 1/3 of the way per guest up to one full pot. |
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Term
| What two vegetables do we offer? |
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Definition
| broccoli and seasoned corn |
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Term
| How do you plate a house salad? |
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Definition
salad plate
4 oz salad mix, 2 oz salad dressing, 1 tomato slice, 2 rings of onion, and crutons
chilled fork
2 packs of crackers |
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Term
| What types of salad dressing do we offer? |
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Definition
| Bleu cheese, french (fat free), honey mustard, ranch, thousand island, Caesar, Italian vinaigrette, lite Italian, vinegar and oil, and balsamic. |
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Term
| What five potatoes do we offer? |
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Definition
| Hash browns, french fries, red potatos, mashed potatos, baked potatoes (after 4 pm) |
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Term
| What's the difference between a Sr. Rooty, and a Jr Rooty? |
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Definition
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Term
| What's the difference between the Jr. Silver five, and Baby Cakes? |
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Definition
| 4 me baby cakes uses egg beaters, 1 strip of turkey bacon and comes with margarine |
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Term
| What side does the kids chicken strips, kid's cheeseburger, and kid's grilled cheese automatically come with? |
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Definition
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Term
| What plate does the Banana Caramel cheesecake come on? The desert Crepe? |
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Definition
Banana Caremel Cheesecake: soup bowl
Dessert Crepe: underliner |
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Term
| Does the Banana Caremel Cheesecake automatically come with Ice Cream? |
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Definition
| No, Only when it is an a la mode |
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Term
| What side automatically comes with the Simple and Fit Simply Chicken Sandwich? |
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Definition
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Term
| What 2 sides automatically come witht he Simple and Fit Balsamic-Glazed Chicken? |
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Definition
| Broccoli and a house salad with lite Italian dressing |
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Term
| What comes in an Appetizer Sampler |
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Definition
3 mozz sticks
5 onion rings
4 chicken strips |
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Term
| What does a Crispy Chicken Salad consist of? |
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Definition
| Garden Greens tossed in honey mustard, tomatoes, shredded jack and cheddar, hard boiled egg, diced fried chicken strips, served with garlic bread |
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Term
| What does a Simple and Fit Fresh Fruit and Yogurt Bowl consist of? |
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Definition
| 1 green leaf lettuce leaf, 8 oz fresh fruit, 1 tube of strawberry gogurt, 8 banana slices, and 2 leve #30 scoops of honey granola. |
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Term
| A Turkey bacon Club is automatically served with what kind of bread? |
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Definition
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Term
| How long do you have to greet a guest at the door? |
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Definition
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Term
| How long do you have to greet a table? |
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Definition
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Term
| Why is it important to repeat the order back to your guest? |
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Definition
| To ensure accuracy of the order |
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Term
| When Refilling a guest's beverage, should you refill the same glass? |
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Definition
| No, always get a new glass for fountain drinks. For tea and water, you can bring a pitcher to the table. |
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Term
| How long do you have to check back with your guests after you deliver their food? |
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Definition
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Term
| Why is pre bussing so important? |
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Definition
| It shows your guest that you care about their dining experience and it allows you to turn your tables faster. |
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Term
| Why is it important to offer your guests a genuine and pleasant closing? |
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Definition
| It is your last chance to make the guest feel special and to make them a repeat guest. |
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Term
| How many filled beverages are you allowed to carry before you need a tray? |
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Definition
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Term
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Definition
| We are temporarily out of that product. |
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Term
| What does the Simple and Fit designation mean on our menu? |
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Definition
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