CHAPTER 1 –WELCOME TO THE FOODSERVICE INDUSTRY

What are the total annual sales for the foodservice industry? (6)

550 Billion Dollars

What percentage of foodservice managers are women? (6)

57%

What segment of the industry consists of 80% of the business? (7)

The Commercial Segment

What are the types of businesses in this segment?

Restaurants Catering and Banquets Retail Stadiums

According to Table 1.1, what are the restaurant segments, definitions and average cost per person? (8)

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What kind of restaurant requires the customer to pay before they receive their food? (8)

Quick Service

What segment of the industry consists of 20% of the business? (11)

Noncommercial

What are the types of businesses in the segment?

Schools and Universities Military Health Care Business and Industry (cafeterias,

executive dining rooms and vending machines)

Clubs

What segment of the industry provides food in support of other establishments’ main functions? (11

Noncommercial Segment

What are the services that people use and receive when they are away from home called? (12)

Hospitality

What were the private clubs that offered food to members on ancient Greece called? (14)

Lesche

What is an Epicurean? (15)

A person with a refined taste for food and wine.

Who wrote one of the earliest known cookbooks, De Re Coquinaria (On Cooking) (16)

Marcus Apicius

During the Renaissance period, what culinary contribution did Catherine de Medici make? (17)

She brought haute cuisine, sweet foods, and the use of silverware from Italy to France.

What are guilds? (18)

Associations of people with similar interests or professions

In 1765, Boulanger did what? (18)

He began serving hot soups called restaurers (meaning restorative) for their health restoring properties

During which historical period did production and manufacturing markedly increase? (19-20)

Industrial Revolution

What kind of industry was made up of families working in the home to produce goods? (20)

Cottage Industries

What was the significance of the City Hotel? (21)

It was the first building in the United States specifically designed as a hotel

Tell me about the impact Louis Pasteur had on the food industry. (22)

He developed a process called pasteurization which made milk safer to drink by heating it to a certain temperature to destroy harmful bacteria.

What did Nicolas Appert discover? (22)

He discovered a way to can food to keep it fresh and safe to eat. He is also know as “the father of canning.”

Who defined the art of grand cuisine? (24)

Marie-Antoine Careme

What contributions did Escoffier make to the industry that affects restaurants to this day? (24)

Developed the Kitchen Brigade System that organized and defined the rules

Designed the chef’s uniform Introduced the expeditor who calls out

orders to the various areas of the kitchen.

Tell me about the first quick service restaurant in the United States. Include who, where and when. (25)

White Castle opened the first quick service restaurant in Wichita, Kansas. They served food that could be prepared and eaten quickly.

What significant thing happened in the 1940’s that caused the lodging industry to prosper? (26)

World War II

What started in Oxford, England in 1650? (27)

Coffeehouse

What significant thing did the Delmonico Brothers do in 1837? (29)

Opened the first restaurant chain

What is a consumer based guide that rates restaurants? (36)

Zagat Survey

Where would a company or organization go to host a large scale event? (38)

Convention Center

What are the large shows, open to the public, that highlight a particular type of product or service called? (38-39)

Expositions

Please list the people who would work in the Front of the House. (46)

Manager Assistant Manger Banquet Manager Dining Room Manager Maitre d’s Host/Hostesses Cashiers Bar Staff Servers Bussers

Please list the people who would work in the Back of the House. (46)

Chefs Line Cooks Pastry Chefs Dishwashers Bookkeepers Storeroom Clerks Purchasers Dietitians Menu Planners

What is the name of the chef that makes bread and desserts? (46)

Pastry Chef

Who do the Back of the House people serve? (46)

They serve the “Internal Customers” who serve the guests.

Who is the highest ranking member of a culinary team? (48)

Executive chef

In the back of the house, which employee is responsible for creating recipes and preparing meals? (49)

Sous chef

What type of tourism includes visiting a place to enjoy its natural beauty? (56)

Environmental

What type of property offers top of the line comfort and elegance? (57)

Luxury

What are the 4 main responsibilities of the front office in lodging properties? (61)

Check in Reservation Information Checkout

Name the 5 areas that Mobile Travel Guide evaluates in its reviews of lodging properties. (61)

Quality of the building\The furnishings Maintenance Housekeeping Overall service

According to Figure 1.6, please list examples of jobs in the foodservice industry and some of their responsibilities.

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What is the most widely recognized rating system in the United States for lodging establishments? (60)

AAA TourBook

CHAPTER 2 KEEPING FOOD SAFE

According the Centers for Disease Control (CDC), how many cases of foodborne illness are there in the United States every year? (75)

76 Million

The DCD estimates that how many people die annually due to foodborne illness? (75)

5,000

Please tell me about the 4 high risk populations that are more at risk of contracting a foodborne illness. (77)

Elderly Infant & Preschool Age Children Pregnant Women People with cancer or on chemo,

people with HIV, or transplant recipients

Why are infants and pre-school age children at a higher risk for foodborne illness? (77)

Their body had yet to build a strong immune system.

What are pathogens? (77)

Microorganisms that cause illness

Hazards to foods are broken into 3 categories. What are those 3 categories? (77)

Biological Chemical Physical

What is contamination? (77)

Harmful things are present in food

What is cross-contamination? (77)

Transfer of pathogens from one surface to another

What is the definition of a microorganism? (78)

Small, living organisms that can only be seen through a microscope.

What are the 4 types of pathogens that can contaminate food? (78)

Viruses Bacteria Parasites Fungi

Please explain FAT TOM and what all of the letters stand for in the acronym. (78)

Food Acidity Temperature Time Oxygen Moisture

Soybeans, peanuts and tree nuts are dangerous for people with what kind of condition? (78)

Food Allegories

What is a TCS food? (78)

Foods that are the most vulnerable for pathogens.

What does TCS stand for? (78)

TCS stands for Temperature Controlled for Safety

Most bacteria can be controlled by following this food safety practice. (79)

Keeping the food out of the temperature danger zone (TDZ)

Please give an example of a TCS food.

Chicken Beef Milk

What microorganism is the leading cause of foodborne illness? (81)

Virus

What are the best ways to prevent the spread of viruses? (81)

Stay home if you have been vomiting or have diarrhea or jaundice

Wash your hands at the right times and in the right way

Avoid using bare hands to handle ready to eat foods

Which type of food is commonly involved in foodborne illness outbreaks?

Ready–to–Eat Foods

What cannot grow in food and requires a host to grow? (82)

Parasite

A piece of glass found in the ice maker is an example of what kind of contamination? (85)

Physical

Food allergens come about because of a body’s negative reaction to what in food? (86)

Food Protein

90 percent of all food allergy reactions are due to: (86)

Milk and Dairy Products Eggs and Egg Products Fish Shellfish Wheat Soy and Soy Products Peanuts Tree nut such as Pecans and Walnuts

What is cross contact? (87)

When allergens ate transferred from food containing allergens to the food served to the customer

The FDA writes this, which recommends specific food safety regulations for the restaurant and foodservice industry? (89)

FDA Food Code

What is the single most important part of personal hygiene? (96)

Handwashing

How long should it take for you to properly wash your hands? (97)

20 seconds

Once soap has been applied, how long should foodhandlers scrub hands and arms? (98)

10 to 15 seconds

Name a hand care practice, in addition to handwashing, that can prevent contamination. (99)

Keeping fingernails short and clean Not wearing mail polish or false fingernails Covering hand wounds with clean bandages

and gloves or finger cots

Name a hand care practice, in addition to handwashing, that can prevent contamination. (99)

When they are soiled or torn Before beginning a different task At least every 4 hours during continuous

use After handling raw meat, seafood, or poultry

and before handling ready to eat food

Name the symptoms that require a foodhandler to stay home from work. (100)

Sore throat with fever in an operattion that primarily serves a high risk population

Diarrhea Vomiting Jaundice Diagnosed with certain foodborne illness

Bacteria grow especially fast in what temperature range? (105)

70 – 125 degree Fahrenheit

List 4 ways to prevent cross contamination. (105)

Workstations, cutting boars, and utensils are clean and sanitized

Not allowing ready to eat food to touch surfaces that have come in contact with raw meat, seafood or poultry

Preparing different kinds of foods at different times

Cleaning and sanitizing work surfaces and utensils between each product

How do you calibrate a bimetallic stemmed thermometer? (106)

Place into a container with ice and just enough water to make it float.

Set to 32 degrees using the set screw under the face of the dial.

Please describe a bimetallic stemmed thermometer. (106)

They have a stem with a dial on top that has a temperature range of 0 – 220 degrees.

Name the 2 requirements for a supplier to be considered an approved food supplier. (108)

They must be inspected They must be in compliance with applicable

local, state and federal laws

Deliveries of cold TCS food should be at what temperature? (109)

Cold Foods – 41 degrees or lower

Deliveries of hot TCS food should be at what temperature? (109)

Hot Foods – 135 degrees or higher

How do shell fish need to be labeled? (110)

Packer’s Name Packer’s Address Certification Number

Containers of less than ½ gallon or smaller must have a” Best If Used By” or “Sell By” date.

Live shellfish must be received with tags. How long do restaurants need to keep the tags? (111)

90 days from the time the last shellfish was served.

Eggs must be received at what AIR temperature? (111)

45 degrees or lower

What is the temperature requirement for receiving milk products? (111)

41 degrees or lower

Which product must have a USDA inception mark and must comply with USDA grade standards to be acceptable for receiving? (111)

Eggs

Please tell me about the FIFO inventory control method. (111)

First In, First Out – Rotate food in storage to use the oldest inventory first.

TCS Foods must be thrown out after how many days? (111)

If it is produced in-house, it must be thrown away after 7 days.

What is the best way to thaw food safely? (113)

In a cooler with a product temperature of 41 degrees or lower

TCS foods need to be thawed in one of four ways: (113)

Cooler – Refrigerator Submerged in running water of 70 degrees

or lower Microwave – It must be cooked immediately

after thawing. Thaw food as part of the cooking process.

Which temperature probe is used to check the internal temperature of thin foods? (114)

Penetration probe

What are the minimum internal cooking temperatures for the follow TCS food items? (115)

Poultry at 165 degrees for 15 seconds Ground Beef at 155 degrees for 15 seconds Seafood at 145 degrees for 15 seconds Pork Roasts at 145 degrees for 4 minutes Cheese Sticks at 135 degrees

Which temperature probe is used to check the internal temperature of thin foods? (114)

Beef roasts; 145 degrees for 4 minutes Stuffed pork chops; 165 degrees for 15

seconds Shell eggs for immediate service; 145

degrees for 15 seconds

When holding food in warmers, temperatures must be checked a minimum of how often? (116)

Every 4 Hours

What do you then need to do with any foods found to be in the temperature danger zone? (116)

Throw out

TCS food should be thrown out after how many hours in the temperature danger zone? (117)

4 Hours

Please describe the complete process of cooling TCS foods. (117)

Cool TCS Foods from 135 to 70 degrees or lower within 6 hours.

Cool from 135 to 70 degrees within 2 hours The food item must then be chilled to 41

degrees or lower in the next 4 hours.

How do you need to reheat foods to insure safety? (118)

The food needs t go from storage temperature to 165 degrees within 2 hours and stay at that temperature for 15 seconds.

What does HACCP stand for? (126)

Hazard Analysis Critical Control Point

List the 7 steps in a HACCP plan.

Conduct a hazard analysis Determine critical control points (CCPs) Establish critical limits Establish monitoring procedures Identify corrective actions Verify that the system works Establish procedure for record keeping and

documentation

What is the difference between cleaning and sanitizing? (135)

Cleaning removes food and other dirt from a surface.

Sanitizing reduces the pathogens on a surface to safe levels.

CHAPTER 3 – WORKPLACE SAFETY

What is the definition of liability? (156)

The legal responsibility that one person has to another.

What does the acronym OSHA stand for? (158)

Occupational Safety and Health Administration

What does OSHA do? (158)

It is the federal agency that creates and enforces safety related standards and regulations in the workplace.

Workers that are 16 and 17 years of age are not allowed to do what? (158)

Operate power driven meat processing machines, meat slicers, meat saws, patty forming machines, meat grinders, meat choppers, commercial mixers and power driven bakery machines.

They are not allowed to operate, feed, set up, adjust, repair or clean any of these machines

Every restaurant and foodservice operation must display what? (159)

OSHA poster No. 2203 or No. 3165, “Job Safety and Health Protection”

What OSHA form is used a log to record injuries throughout the year? (159)

OSHA Form No. 300

What must employers do to meet the Hazard Communication Standard (HAZCOM) 160

This safety standard requires that all employers notify their employees about chemical hazards present on the job and train employees to use these materials safely.

OSHA requires chemical manufacturers to provide documentation on their products. What is the name of the paperwork called? (161)

Material Safety Data Sheets (MSDS)

Which document describes the hazards of the chemicals in a restaurant or foodservice operation? (161)

Material Safety Data Sheets (MSDS)

List the 4 general areas that are covered in a safety audit. (163-164)

Facilities Equipment Employee practices Management practices

What is the purpose of an emergency plan? (167)

To protect workers, guests and property in the case of an emergency or disaster.

What does and emergency plan include? (167)

Floor plans of the facility, noting first aid stations, alarms, sprinklers and fire extinguishers

Evacuation routes Emergency telephone numbers for each

type of emergency

What steps need to be performed during an accident investigation? (168)

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Please tell me what kinds of items are involved in each of the following classes of fires. (176)

Class A Fire- Wood, paper, cloth or cardboard

Class B Fire- Flammable liquids and grease

Class C Fire- Electrical equipment

The PASS system is used to tell people how to properly use a fire extinguisher. Please tell me what it means. (176)

Pull the PinAim at the Base of the FireSqueeze the triggerSweep from side to side

(Stand 6 to 8 feet back from the fire when spraying)

Which type of detector uses infrared and ultraviolet sensors that respond to the movement of flame, or to its radiant energy? (181)

Flame detector

What is the first question you should ask yourself whenever there is a fire? (182)

Am I in danger?

What degree of burn is the most serious? (184)

Third degree

On which type of surface so the most common slips, trips and falls occur? (186)

Steps Floors Pavement outside the building

What should restaurant and foodservice operations do if liquid is spilled while customers are in the area of the spill? (188)

Block the area Put up a sign warning the customers Clean it up

Name the sharp hazards that are found in the professional kitchen. (193)

Can lids Cutting strips on aluminum foil and plastic

wrap Box openers Knives Broken glass Choppers Blenders Slicers

What is the proper way to pass a knife to another person? (195)

Place the knife on a sanitized surface and let the person pick the knife up by the handle.

Name the treatment given to an injured person for light injuries or until emergency service can provide more complete treatment. (199)

First aid

When you first get burnt, what do you need to put on the burn? (201)

Cool the burn by running the burned area under cold running water for 5 minutes or until the pain subsides.

Please identify the steps of what you should do when you get a sprain. (201)

Rest the injured part of the body Ice for 10 to 15 minutes at a time every few

hours for the first 48 hours Compression bandage for at least 48 hours Elevate above the level of the heart

What does CPR stand for? (202)

Cardiopulmonary Resuscitation

What is CPR? (202)

Restores the breathing and heartbeat to injured persons who show no signs of breathing or pulse.

Please tell me about the Heimlich maneuver. (202)

Removes food or other obstacles from the airway or a choking person

The malicious and deliberate burning of property is called what? (204)

Arson

CHAPTER 4

KITCHEN ESSENTIALS PROFESSIONALISM AND UNDERSTANDING STANDARD RECIPES

What is the name of a person who has studied and continues to study the art of cooking? (216)

Culinarian

List the 4 groups to whom a professional is responsible. (217)

Themselves Coworkers The business Guests

Before a dish is sent out of the kitchen, what does a culinary professional do? (220)

Taste the dish to check the flavor

There are 5 basic tastes. They are: (220)

Salt Sour Bitter Sweet Umami, otherwise known as savory

What are the 2 major issues in determining the number of workstations in a kitchen? (225)

Budget Space

What are the Garde-manger stations? (226)

Salad greens cleaning Salad preparation Cold foods preparation Sandwich station Showpiece preparation

Who is credited with the Kitchen Brigade System? (227)

Escoffier

What is a chef responsible for? (228)

All kitchen operations

What is a sous chef responsible for? (228)

Scheduling personnel Covering the chef or station chef’s work as

necessary Accepts orders from the dining room and

relays them to various station chefs Reviews the dishes before service

In which section of the kitchen is salad preparation performed? (228)

Garde manger

What is a captain responsible for in the Dining Brigade System? (229)

Explaining the menu to guests and taking their orders

Tableside preparation

In a traditional dining room brigade, who is responsible for explaining the menu to guests and taking their orders? (229)

Captain

If 60 of 180 people in a restaurant have ordered the house special, then what percentage of customers have ordered the house special? (240)

33%

How many ounces are in one cup? (242)

8 ounces

How many ounces are in one gallon? (242)

128 fluid ounces

Water boils at what temperature at sea level? (244)

212 degrees

What is the formula for converting Fahrenheit to Celsius? (244)

Subtract 32 from the Fahrenheit number Multiply by 5 Divide by 9

Using this will insure that portion sizes are the same from day to day. (245)

Standardized Recipe

What is the number of servings or the amount the recipe makes called? (245)

Yield

What does Mise en Place say in French? (246)

“to put in place”

A desert you are making has a recipe that serves 6 people. You will need to convert the recipe to serve 14 people. What is the conversion factor form making the desired yield? (247-249)

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What is volume? (249)

The amount of space an ingredient takes up

Weight is the measure of what? (252)

The items resistance to gravity

What does it mean to tare a scale? (252)

Place the empty container on the scale Adjust the scale back to zero

Which method for measuring fat involves packing the fat down into the cup and pressing firmly to remove air bubbles? (253)

Dry measuring cup method

What is the amount left over after vegetables have been trimmed and cut before being used in recipes called? (254)

Edible portion

You are making carrot cake for an order. You need 3 pounds of carrots. If the yield percentage for carrots is 80%, How many pounds of untrimmed carrots do you need to purchase? (256)

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You are making a cake to serve 10 people. The cost of the ingredients are 1.10, 70, 2.50 and 3.00. How much will it cost per serving? (258-259)

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CHAPTER 5

KITCHEN ESSENTIALS EQUIPMENT AND TECHNIQUES

Dry goods must be stored how far of the floor? (273)

6 inches

All refrigerators must maintain temperatures between what 2 temperatures? (273)

32 to 41 degrees

What are the 2 main parts of a knife? (274-275)

Blade Handle

What is a chef’s knife used for? (275)

All purpose knife used for chopping, slicing and mincing all types of foods. Its blade is normally 8 to 14 inches and tapers to a point at the tip.

What is a paring knife used for? (276)

To trim and pare vegetables and fruits

What is a utility knife used for? (276)

All purpose knife used for cutting fruits, vegetables and some meats. The blade ranges from 6 to 8 inches long.

What is a China Cap? (281)

Cone shaped metal strainer

A chinios is a very fine China Cap

What is a food mill used for? (281)

Puree foods to different consistencies

What kind of a pot has 2 handles and is used for boiling and simmering food? (285)

Stock Pot

List the different types of pre-preparation equipment. (288)

Cutters and mixers Steamers Broilers Ranges Griddles Fryers Ovens

Tell me about the use of a convection oven. (295)

They use fans to circulate heated air around a food to cook it.

Reduce recipe temperatures for conventional ovens by 25 to 50 degrees.

What are the recommended daily amounts of nutrients that healthy people of a particular age range and gender should consume called? (302)

Dietary Reference Intakes

List the 4 steps to pre-preparation. (303)

Assemble the tools Assemble the ingredients Wash, trim, cut, prepare and measure

ingredients Prepare the equipment

Please tell me about the guiding hand. (304)

It prevents slippage and controls the size of the cut.

What are the 4 basic types of seasoning ingredients? (306)

Salts Peppers Sugars Acids

What is something that enhances the flavor of an item without changing the primary flavor of the dish called? (306-307)

Seasoning

What is seasoning used for? (306)

Enhance the flavor of an item without changing the primary flavor of the dish

What is the difference between a spice and an herb? (307)

Spices are the bark, roots, seeds, buds or berries of an aromatic plant.

Herbs are the leaves, stems or flowers of aromatic plants.

List 3 basic cooking techniques in pre-preparation. (313)

Separate eggs Whipping egg whites Setting up a bain-marie Making parchment liners for pans Blanching Shocking

What is a bain marie used for? (315)

It is used to hold hot food and keep it at safe temperatures

What are the three general types of cooking methods? (319)

Dry Heat Moist Heat Combination Cooking

What type of heat transfer occurs when heat is transferred from one item to another through direct contact? (320)

Conduction

What are the 4 moist heat cooking methods? (331)

Simmering Poaching and shallow poaching Blanching Steaming

What does the French term Sous vide mean in English? (338)

Under Vacuum

How is doneness determines? (339)

Identify if the product has its desired texture Minimum internal temperature

List the 3 ways heat travels in items. (342)

Conduction Convection Radiation

What are the 4 types of vegetarians? (347)

Vegan Lacto-vegetarian Ovo-vegetarian Lacto-ovo-vegetarian

List the 6 themes emphasized in the MyPyramid symbol. (351)

Proportionality Variety Physical activity Moderation Gradual improvement Personalization

What 6 food groups are represented in MyPyramid? (352)

Grains Vegetables Fruits Oils Milk and dairy products Meat and beans

What is the web page that you can visit to get more guidelines on nutrition? (353)

www.myplate.gov

CHAPTER 6 STOCKS, SAUCES AND SOUPS

Which liquid is most often used in making stock? (369)

Water

What are the 4 essential parts of all stocks? (369)

A major flavoring ingredient A liquid, most often water Mirepoix Aromatic

What is mirepoix? (370)

50% Onions 25% Carrots 25% Celery

Bouquet garni is a French term that refers to what? (370)

A French term meaning “bag of herbs”, it is a bundle of fresh herbs tied together

How is stock made? (371)

Gently simmering bones and or vegetable in a liquid.

What is Remouillage? (371)

The second cooking of bones to make a weak stock.

Which type of stock is a highly flavored stock made with fish bones? (371)

Fumet

What are the three things that you must do to bones that have already been cut the right size to make a stock? (372)

Blanching Browning Sweating

What is the process of removing fat that has cooled and hardened from the surface of the stock called? (377)

Degreasing

What is a liquid or semisolid product that adds flavor, moisture and visual appeal to another dish called? (382)

Sauce

What are the 5 mother or grand sauces and what are they made of? (382-383)

Bechamel – Milk and white roux Veloute – Chicken, veal or fish stock with a

white or blond roux Brown or Espagnole – Brown stock and

brown roux Tomato Sauce – Stock and tomatoes Hollandaise – An emulsion made of eggs,

butter and lemon

What is Roux? (385)

A thickener made of equal parts cooked flour and fat

Please list the 4 kinds of Roux. (385)

White – Cooked for a very short period of time

Blond – Cooked longer than white, until the flour turns golden brown and has a nutty aroma

Brown- Cooked until it develops a dark color. Use in dishes requiring a dark brown color.

Dark Brown

Which thickener is made of equal parts flour and soft, whole butter? (385)

Beurre manie

What is a liaison? (386)

A mixture of egg yolks and heavy cream that is often used to finish some sauces

What is compound butter? (387)

A mixture of raw butter and various ingredients such as herbs, nuts, citrus zest, shallots, ginger and vegetables

What is a sauce made from the juices of cooked meat and brown stock called? (388)

Jus-lie

Name this piece of equipment; a pierced metal come shaped strainer used to strain soups, stocks, and other liquids to remove all solids. (389)

China Cap

What are the 2 basic kinds of soup? (393)

Clear Thick

What is a rich, flavorful broth or stock that has been clarified called? (394)

Consumme

Please list the examples given in the book for clear soups. (393)

Chicken Noodle Soup Minestrone Onion Soup

Please list the examples given in the book for thick soups. (393)

Bisques Chowders Cream of Tomato Split Pea Soup

How is puree soups thickened? (398)

The starch found in the main ingredient

What is a cream soup usually made from pureed shellfish shells, such as lobster, shrimp or crab called? (398)

Bisque

How are chowders thickened? (399)

Roux

CHAPTER 7 COMMUNICATION

What is communication? (413)

The process of sending and receiving information by talk, gestures or writing for some type of response or action.

Communication is more than just speaking and listening. We also communicate by…. (413)

Body Language and Gestures (Nonverbal)

What are the two ways we communicate verbally? (413)

Speaking Writing

What are the two ways that we communicate nonverbally? (413)

Body Language Gestures

What are the 2 types of messages that can be sent? (415)

Historical information Action-required information

To prevent barriers to communication, you need to make a plan. What 3 things does the book recommend? (416)

Observe the audience. Decide the best way to get the message

out. Make sure the message was successfully

received.

Figure 7.2 shows three potential barriers to communication. What does it show? (416)

Lack of Time Fear of Authority/Reprimand Different Cultural Backgrounds

What is a way for a listener to agree with a speaker’s point without interrupting what they are saying? (417)

Maintaining eye contact and nodding their head

What is the variation of a language spoken by a particular group of people called? (417)

Dialect

Culture and where we are from makes a difference as to what we think is acceptable conduct. What would people from the following areas consider rude or unacceptable? (417)

Japan-

Eye contact and pointing the index finger are considered rude and aggressive

India-

Shake hands when meeting but seldom do men and women shake hands because of religious beliefs.

Do not stand close; keep at least an arm’s length between you and the person you are communicating with.

The left hand is considered unclean, so use the right hand to touch or pass something

China-

Avoid body contact and pointing with the index finger.

Winking is considered rude.

What is jargon? (418)

Buzzwords Technical Language Slang

What is the preconceived idea about something that could affect a message, usually negatively, called? (419)

Prejudices or bias

What is credibility? (425-426)

The ability of a person to be believed

Describe the process of listening. (426)

The ability to focus on what another person is saying to summarize the true meaning of a message.

List the 5 qualities of an effective speaker. (429)

Interacts with the audience Uses suitable language Uses appropriate nonverbal communication Varies speech patters Closes the conversation

Why is it important to smile when talking on the phone to customers? (430)

Smiling makes the voice sound more pleasant

What are the steps for answering a business telephone call professionally? (430-431)

State the name of the organization and your name.

Listen for the reason the caller has phoned the operation.

Maintain the positive attitude when speaking with the caller

Take notes to insure all f the information is clear Paraphrase or repeat the message Try to resolve the caller’s problems and explain

any steps necessary Close the conversation

List the 3 common parts of most written messages. (432)

Introduction Body of message Conclusion

What are the two important organizational communications? Please list them and tell me what they are. (443)

Mission Statement – (Internal) Describes the companies purpose and key objectives to its team and owners

Vision Statement – Defines the company’s purpose and values to employees and customers.(It is directed both internally and externally)

What is information that conveys operational procedures, policies, and announcements to a wide variety of audiences called? (443)

Organizational communication

What is interpersonal communication? (445)

Any 2 way communication that has immediate feedback

What is empathy? (448)

The act of identifying with the feelings, thoughts or attitudes of another person

What is a Web site that contains an online personal journal called? (451)

Blog

CHAPTER 8MANAGEMENT ESSENCIALS

What is diversity? (464)

It refers to the great variety of people and their backgrounds, experiences, opinions, religions, ages, talents and abilities.

How can diversity be promoted in the workplace? (468-469)

Offering diversity and sensitivity training Modeling good behavior Integrating diversity into the mission

statement Encouraging the study and use of multiple

languages. Providing multilingual materials

Please define harassment. (469)

It occurs when slurs or other verbal or physical conduct related to a person’s race, gender, gender expression, color, ethnicity, religion, sexual orientation, or disability interferes with the person’s work performance or creates an unhealthy work environment.

What is it called when each member’s strengths are used so the group has more success working together than working alone? (473)

Teamwork

List the behaviors that good leaders demonstrate. (479)

Provide direction Lead consistently Influence others Motivate others Coach and develop others Anticipate change Foster teamwork

Which type of motivation occurs when the drive comes from the desire to receive something? (482)

External

List the expectations that employees have from managers. (483)

Be professional Interact appropriately Practice ethical behavior Provide clear direction, tools, resources and

a safe environment

List the 7 steps of the problem solving method. (485)

Define the problem Determine the root cause Determine alternative solutions and

consequences Select the best alternative solution Develop an action plan Implement the action plan Document for future reference

Please explain when a company needs to pay overtime when an employee works over 40 hours in a week. (502)

Nonexempt

List 3 guidelines for avoiding discriminatory language in job posting and advertisements. (504)

Avoid gender specific titles and other languages

Avoid references to groups of people that imply age, race, color, religion, gender, national origin, physical traits, disabilities, sexual orientation, or other traits that do not relate to job functions

Focus on the actual skills, knowledge and abilities needed on the job

What is the purpose of a cover letter? (505)

To highlight an applicant’s strengths and confirm interest in the position (505)

List the 4 phases of onboarding. (515)

Hiring Orientation Training Schedule follow up

What tools are used to ensure a fair and consistent hiring practice? (515)

Job application Screening interviews Cover letters Resume Personality or ability tests References Background checks Medical records

What should effective training accomplish? (523)

Improve the quality of employee work Promote employee growth Keep employees challenged and satisfied in

the organization Create talent to help the organization grow.

Please define cross training and tell me the advantages of using it. (525)

When employees learn the function of another job within the operation

Employees who cross train are more skilled and more valuable to the company

List the benefits of cross training. (525)

Develop backups for the operation Lets employees discover different interests

and career goals Aids in scheduling, giving managers more

options for who to schedule when Reduces overtime and turnover Boosts teamwork and morale

Please tell me about group training and when it would be best used. (527)

It is the most effective and practical training method when many employees need the same type of training.

List the benefits of group training. (527)

It is cost effective The training is uniform – all employees hear

the same thing Managers know exactly what employees

have been taught It encourages group discussion New employees can offer input, get

information and work together

What is the purpose of an employee’s performance appraisal? (528-531)

They are used to determine promotions and pay raises.

They can be used to set goals to help underachieving employees to improve.

Why do managers use performance appraisals? (529)

Help set goals Evaluate performance Motivate Coach Provide ongoing feedback

CHAPTER 9 FRUITS AND VEGETABLES

What is an organ that develops from the ovary of a flowering plant and contains one or more seeds called? (546)

Fruit

Name the 4 market forms of fruit. (547)

Fresh Frozen Canned Dried

List the 3 main groups of fruit. (547, 553-555)

Summer Winter Tropical

List the 4 characteristics of fresh fruit. (553)

Fresh fruits should be plump Fresh fruit should be free from bruises There should be no mold, brown or soft

spots There should be no signs of pest damage Attached leaves should be firm and not

wilted Color and texture should be appropriate to

the type of fruit

What is a drupe? (555)

They are a type of fruit with a center stone. Examples include peaches and apricots

What are the USDA grades for fresh fruits? (556)

US Extra Fancy US Fancy US No 1 US No 2 US No 3

What is the grade of fruit used most often in the foodservice industry? (556)

U. S. Fancy

Why should avocados and bananas be stored separately from other fruits? (557)

They emit ethylene gas

What happens when some fruits emit ethylene gas? (557)

It causes other fruits to ripen

Fruits that need to ripen should be stored between which 2 room temperatures? (557)

65 to 70 degrees

Why should most vegetables be kept dry? (557)

Excess moisture causes produce to spoil quickly

What is the first thing that you should do when preparing fruits and vegetables? (558)

Wash them

List 5 ways to prepare fruits. (558-559)

Remove skins Remove cores Remove seeds and stones Zest Remove stems

What is the chemical process that occurs when the oxygen in the air comes in contact with the flesh of cut fruit called? (561)

Enzymatic browning

What should fresh fruit be coated with to keep it from turning brown? (561)

Lemon juice

List the 6 main categories of vegetables. (571)

Flower Fruit Green leafy Seed Roots/Tubers Stem

What is the type of farming where vegetables are grown in nutrient enriched water? (582)

Hydroponic

How should tubers be stored? (584)

Dry Unpeeled In a cool dark area

Which cutting technique is commonly used on smaller foods, such as garlic and herbs? (588)

Mincing

Which cooking method quickly and partially cooks a vegetable in water or oil? (592)

Blanching

What is the best way to maintain overall quality when cooking vegetables? (603)

Cook vegetables rapidly and serve immediately

CHAPTER 10 SERVING YOUR GUESTS

This is what restaurant and foodservice employees provide. (618)

Service

What is the feeling that guests take with them from their experience with the operation called? (618)

Hospitality

What are the thing that attract customers to one operation over another? (618)

Competitive Advantage

What are the benefits of good customer service? (618)

Increase customer satisfaction Increased customer loyalty Decreased marketing costs Enhanced business reputation Positive work environment Increased profits

What is one of the least expensive and most effective forms of advertising? (619)

Word of Mouth

What does a positive first impression do? (619)

It makes the customer feel welcome It helps the customer feel good about the

choice to come to the operation It sets the stage for a good dining

experience It makes customers more likely to forgive

minor errors

Who is the person who provides the first impression in appearance, friendliness and attentiveness? (632)

Greeter

What is the best way for a service to minimize mistakes on a customer order? (633)

Repeat the order back to the customer before leaving the table.

What is the law that allows for an establishment to be sued because a customer drinks too much and injures someone on their way home? (637)

Dram Shop Laws

List the 4 acceptable forms of identification customers can show to be served alcohol. (639)

Driver’s license State ID card Military ID Passport

List the steps that should be taken when processing a payment when serving customers tableside. (641)

Present the check at the table Collect payment from the customers Process the payment Return the change or credit card receipt and

credit card

What are comment cards? (642)

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

Which monitoring method calls a group of customers together to brainstorm ways to improve service? (643)

Focus group

Who are mystery shoppers? (643)

People hired to visit an operation and report on their experiences

Please list the 4 types of Traditional Service and please give a brief description of each of them. (653-654)

See Book

Which traditional service style is the simplest and the least expensive? (654)

English service

In what type of service does a server wheel a cart to the guests table to make a salad and then serve it immediately to the guest? (654)

French service

The name of the tableside cart is gueridon.

Which style of service has food arranged on plates in the kitchen by cooks and brought directly to the guests’ table by the server? (654)

American

In which style of service are guests served from a tableside cart called a gueridon? (654)

French

In which style of service are bowls and platters of food placed on the tables by a seated host or hostess? (654)

English

What is a monkey dish used for? (659)

Relishes and dipping sauces

What is a larger decorative plate used underneath the plate on which food is served called? (659)

Charger

At a formal dining establishment, who is responsible for service throughout the entire restaurant? (661)

Maitre d’hotel

Which employee is in charge of the operation during a particular shift and supervises a team of servers? (661)

Floor manager

CHAPTER 11POTATOES & GRAINS

What potato is often confused with a sweet potato? 581 (679)

Yam

What potato is the standard baking potato? (679)

Russet

List the 6 types of potatoes. (679-680)

Sweet Yams Russet Idaho All-Purpose New

Potatoes should be stored in a cool, dry place at what temperature? (682)

45 to 55 degrees

What is the green substance found in potatoes that can be poisonous? (683)

Solanine

What are the 2 categories for cooking potatoes? (683)

Single stage Multistage

Why should potatoes be pierced with a fork before baking? (685)

Piercing allows heat and steam to escape and prevents the potato from exploding.

Why are sweet potatoes, yams and russet potatoes best suited for baking, pureeing and frying? (678)

They are high in starch and low in moisture.

What are latkes? (687)

It is a potato pancake. They are traditional in Eastern European cuisines, particularly in American-Jewish cooking where they are called latkes.

What are legumes? (692)

Seeds from pod producing plants.

What are the 3 types of legumes? (692)

Beans Peas Lentils

Which type of nuts is kidney shaped and is only sold hulled? (694)

Cashew

Why should legumes be cooked before eating? (698)

To remove flavor To remove harmful substances To make them easy to chew and digest

What is the soaking time for both lentils and black-eyed beans? (699)

There is no soaking time.

What part of the grain kernel that contains most of the starch and protein? ( 700)

Endosperm

What is the smallest part of the grain? (700)

Germ

Which part of a grain is the largest part of the grain and a major source of protein and carbohydrates? (700)

Endosperm

What is the type of rice with an aromatic, nutty flavor that is often used for rice pudding and pilaf? (702)

Brown

How many inches above floor level should dry grains be stored on shelves? (704)

6”

Please describe the pilaf method. (705)

This is a technique for cooking grains in which the food preparer sautés grains in oil or butter and then simmers it in stock or water with various seasonings.

List the 2 techniques for cooking grains. (706-707)

Risotto Pilaf

What kind of rice is used when a chef is using the risotto method? (707)

Arborio

What is the name of a tradititional Polish dumpling? (711)

Pierogi

What does al dente mean? (715)

The pasts is dome when it feels firms to the bite.

What 4 ingredients are used to make fresh pasta? (718)

Eggs Salt Olive oil Bread flour

What is the most important stage when mixing pasta dough? (718)

Resting stage

How much water is needed to cook one pound of pasta? (718)

One gallon

One pound of dry uncooked pasta will yield how many pounds of cooked pasta?

3 Pounds

One pound of fresh uncooked pasta will yield how many pounds of cooked pasta? (718)

2 ½ Pounds

What is the name of the small potato dumpling served in Italian cuisine? (719)

Gnocchi

CHAPTER 12 BUILDING A SUCESSFUL CAREER

IN THE INDUSTRY

What is a mentor? (737)

Someone who can play the role of a wise advisor throughout a person’s career.

What is a resume? (741)

A written summary of a person’s experience, skills, and achievement that relate to the job he or she is seeking

How many pages should a resume be? (741-742)

2 Pages

What is a portfolio? (743)

It is a collection of samples that showcase interests, talents, contributions and studies. A portfolio displays an applicant’s finest efforts and is a good self marketing tool to show potential employers.

What is a cover letter? (744)

Brief letter in which an applicant introduces himself or herself to a potential employer

Name the purposes of a cover letter. (745)

Grad the reader’s attention Hold the interest of the reader Tell the reader why you want to work for

that company Express your eagerness to meet for an

interview

What is a grant or financial aid award to a student for the purpose of attending college called? (755)

Scholarship

How can an applicant make a good first impression to the interviewer? (762)

Punctuality Appearance Good personal hygiene Positive attitude Good manners

How many minutes before an interview should an applicant arrive? (762)

15 minutes

What are the difference between and open ended and a closed ended question? (765-766)

A close ended question can be answered with a yes or no. An open ended question requires an explanation.

What is the condition or feeling that demands exceed the resources available for use called? (779)

Stress

Please tell me what kinds of things you can do help relieve stress. (779-780)

Plan and evaluate daily activities to minimize any unanticipated situations.

Delegate some work or ask for help from other employees. Evaluate progress along the way and make adjustments to plans as

needed. Set daily realistic goals for self and/or with team. Get regular sleep, eat healthy, avoid smoking and get regular

exercise. Identify and use resources that can assist you with managing stress.

List the 4 skills needed for effective time management. (780)

Planning Goal setting Setting priorities Delegating

When resigning a job, how much notice should be given to an employer? (782)

2 weeks

Who is the person responsible for seating the guest in a table service operation? (790)

Host/Hostess

List the entry level positions in the restaurant and foodservice industry. (790-792)

Host/Hostess Server Buser Prep cook Dishwasher

In a restaurant for foodservice operation, who is responsible for the overall planning, direction and coordinating of the operation? (793)

General manager

Which kitchen staff member oversees the entire kitchen? (793)

Executive chef

Who studies the composition of foods? (794)

Food scientist