Operations & Staff Management Flashcards
7 cards from real CRM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Operations & Staff Management flashcards as text
A server reports that a guest complained about slow service, but the server believes the wait was reasonable. How should the manager respond?
Answer: Personally visit the table, apologize for the perception, and offer a gesture of goodwill
A manager's direct acknowledgment of the guest's perception—regardless of objective wait time—demonstrates accountability and often recovers the relationship.
What is the purpose of a 86 list in restaurant operations?
Answer: A running record of menu items that are sold out or unavailable
The 86 list communicates in real time which menu items are no longer available so servers can inform guests and avoid ordering errors.
Which behavior by a manager MOST directly contributes to a culture of psychological safety on the team?
Answer: Encouraging staff to raise concerns without fear of retaliation and responding constructively
Psychological safety requires that employees believe speaking up will lead to improvement, not punishment, which managers build through consistent constructive responses.
A restaurant manager wants to reduce food waste from over-production. Which forecasting tool is most appropriate?
Answer: Rolling 4-week average of covers by day and daypart
A rolling 4-week average smooths out anomalies and reflects recent trends, providing an accurate production forecast by meal period.
When delegating a task to a shift supervisor for the first time, which element is MOST important to include in the delegation?
Answer: Clear expected outcomes, authority level granted, deadline, and check-in points
Effective delegation defines what success looks like, how much authority the person has, when it's due, and when the manager will check progress.
A restaurant operates 7 days per week. The manager is creating the schedule for a host who must have 2 consecutive days off per week per company policy. Which constraint also applies under most state labor laws?
Answer: Mandatory rest periods between shifts, typically at least 8 hours
Most jurisdictions require a minimum rest period between shifts, commonly 8 hours, to prevent fatigue-related errors and comply with labor standards.
A manager wants to evaluate whether a new upselling training program improved revenue. Which measurement approach is most valid?
Answer: Compare average check per cover before and after training over equivalent periods
Comparing average check per cover over equivalent time periods isolates the revenue impact of upselling behavior changes, controlling for seasonal variation.