AGM / Call Ahead

Question 1

The responsibilities of a Call-Ahead Host are the following:
A. Having legendary phone etiquette
B. Taking complete call ahead information
C. Communicating with the Nametaker
D. All of the above

Answer 1

D. All of the above

Question 2

What is the proper way to answer the phone?
A. “Thank you for calling Texas Roadhouse.”
B. “This is ____________. How many are in your party?”
C. “Hello! Thank you for calling Texas Roadhouse. This is _________.
How can I help you?”
D. “Thank you for calling Texas Roadhouse. This is ____________.”

Answer 2

C. “Hello! Thank you for calling Texas Roadhouse. This is _________.
How can I help you?”

Question 3

What action should take place when answering the phone?
A. Say hello
B. Smile
C. Ask the guest’s name
D. Tell guests their call-ahead numbers

Answer 3

B. Smile

Question 4

What is the maximum number of times the phone should ring before it is
answered?
A. 5
B. 3
C. 2
D. 1

Answer 4

C. 2

Question 5

According to Texas Today, when are phone lines open?
A. Once a wait begins
B. Once doors open
C. At 6:00 pm
D. Once the wait has reached 30 minutes

Answer 5

B. Once doors open

Question 6

Guests should provide their name, party size, and any special accommodations
they will need when calling ahead.
A. True
B. False

Answer 6

A. True

Question 7

What information is given to the guest before ending the call?
A. Confirmation number, what time to check in, where to check in,
that there may be a short wait when they arrive
B. What time to check in, where to check in, Manager’s name
C. Table number, call ahead number/name, what time to check in
D. Table number, call ahead number/name, Manager’s name

Answer 7

A. Confirmation number, what time to check in, where to check in,
that there may be a short wait when they arrive

Question 8

Guests are asked to check in ______ minutes before their quoted time.
A. 5 minutes
B. 30 minutes
C. 15 minutes
D. 10 minutes

Answer 8

D. 10 minutes

Question 9

A call ahead is also considered a reservation.
A. True
B. False

Answer 9

B. False

Question 10

.Why are guests given confirmation numbers?
A. This speeds up the check-in process and helps organize the host
stand
B. Tells the host stand how many are in the party
C. Informs the guests what time they need to arrive
D. Informs the host stand of any special requests

Answer 10

A. This speeds up the check-in process and helps organize the host
stand

Question 11

How should a guest be addressed if they ask for a reservation?
A. Ask them to call back at a specific time
B. Explain that call aheads are not reservations, but allow the guest to
wait at home instead of the restaurant
C. Inform them we only take reservations for parties of six or more
D. Tell them we don’t take reservations

Answer 11

B. Explain that call aheads are not reservations, but allow the guest to
wait at home instead of the restaurant

Question 12

It’s 7:00 pm and the wait is 20-30 minutes. What time should you tell the guest
to arrive?
A. 7:40 pm
B. 7:20 pm
C. Within their quote time
D. 7:30 pm

Answer 12

B. 7:20 pm

Question 13

If there are 11 names on the small party wait list, what should the quote be?
A. 10-20 minutes
B. 15-25 minutes
C. 5-15 minutes
D. 11-21 minutes

Answer 13

C. 5-15 minutes

Question 14

What do you say if a guest tries to call ahead and we aren’t on a wait for the
shift yet?
A. Ask them to call back when we are on a wait.
B. Let them know we are not on a wait yet and to try to call around 6:30 pm.
C. Ask them if they are on their way and when you can expect them to
arrive. Tell them they may have a short wait when they arrive.
D. Tell them we don’t take call aheads until we are full.

Answer 14

C. Ask them if they are on their way and when you can expect them to
arrive. Tell them they may have a short wait when they arrive.

Question 15

What do you do when we are off the wait for the night and a guest calls ahead?
A. Let the guest know how slow it is and call ahead is not necessary
B. Tell the guests you can’t take their name because we are not on a wait
C. Let the guests know what time we close and to be there before then
D. Tell the guests you are not on a wait right now, but you will put
their name on the wait list and there may be a short wait when they
arrive.

Answer 15

D. Tell the guests you are not on a wait right now, but you will put
their name on the wait list and there may be a short wait when they
arrive.

Question 16

What do you do if a guest is upset on the phone?
A. Apologize and get a Manager
B. Apologize and ask if they are coming in for dinner
C. Put them on hold and ask another Host what to do
D. Ask them to explain more of why they are upset

Answer 16

A. Apologize and get a Manager

Question 17

What do you do if a party of 12 calls ahead?
A. Tell them, “We don’t take large parties.”
B. Tell them, “We’d be happy to accommodate you. Let me connect you
with our Large Party Coordinator.”
C. Ask them, “Would you call back a week in advance?”
D. Ask them, “Are all of you on one check?”

Answer 17

B. Tell them, “We’d be happy to accommodate you. Let me connect you
with our Large Party Coordinator.”

Question 18

.What is the definition of a “wait?”
A. When the bar is full of guests
B. When all the tables in the restaurant are full
C. When 10 tables are sat
D. When half the restaurant is full

Answer 18

B. When all the tables in the restaurant are full

Question 19

What is the proper way to determine a quote time?
A. One minute per name
B. Three minutes per name
C. Five minutes per name
D. Seven minutes per name

Answer 19

A. One minute per name

Question 20

When the Host quotes a longer wait than we are actually seating, it is known as
____________.
A. A false wait
B. Underquoting
C. Overquoting
D. Safe quoting

Answer 20

C. Overquoting

Question 21

When the Host quotes a shorter wait than we are actually seating, it is known as
__________.
A. A false wait
B. Underquoting
C. Overquoting
D. Safe quoting

Answer 21

B. Underquoting

Question 22

You cannot add a name to the waitlist unless you are on a wait on AGM.
A. True
B. False

Answer 22

B. False

Question 23

What information is on a pager chit?
A. Time of food order, number of times they have dined with us, pager number,
group size
B. Pager number, preferred Server, discount code, special needs
C. Pager number, table number, party name, party size, Server name,
special occasion, special needs
D. CA number, booth size, name of all the guests

Answer 23

C. Pager number, table number, party name, party size, Server name,
special occasion, special needs

Question 24

When taking a call ahead, what do you do differently than you do for a walk in?
A. Make sure to smile because they can see you
B. Hit call ahead button on greet screen, do not assign pager, give
confirmation number
C. Give them eye contact and add a W to the call ahead number
D. Ask them why they didn’t call ahead and ask them to call ahead before they
return

Answer 24

B. Hit call ahead button on greet screen, do not assign pager, give
confirmation number

Question 25

What button do you use when greeting a guest?
A. Greet button with green plus sign
B. Gray button with gray plus sign
C. Seat button with person icon
D. Greet button with red negative sign

Answer 25

A. Greet button with green plus sign

Question 26

26.What is the symbol for a VIP guest?
A. Large red heart
B. Small green plus sign
C. Small yellow star
D. Large blue star

Answer 26

C. Small yellow star

Question 27

27.What is the symbol for a First-Time Guest?
A. Large red heart with 1st sign over it
B. Small blue circle with 1st sign over it
C. Large yellow star with FTG sign over it
D. Small green square with FTG sign over it

Answer 27

B. Small blue circle with 1st sign over it

Question 28

28.How do you edit or view information for a party?
A. View/edit from wait list
B. Under unseated list view the names and hit change
C. Tell them once they are in you can’t change it
D. Get a Manager

Answer 28

A. View/edit from wait list

Question 29

29.What do you do if a guest calls and cancels their call ahead?
A. Just leave their name on the list; it doesn’t affect the quote time for the other
guests
B. Ask them why they are cancelling
C. Hit the Remove button
D. Get a Manager

Answer 29

C. Hit the Remove button

Question 30

30.What is the hold list?
A. A list where guests can have their name held up to one week
B. A list for lost parties and call aheads on the waitlist longer than an
hour
C. It puts the party on hold so they can show up whenever they want
D. The hold list is a separate list for VIPS only

Answer 30

B. A list for lost parties and call aheads on the waitlist longer than an
hour

Question 31

31.How do you put a party on hold?
A. Highlight party, select hold button, confirm party has been moved to
list
B. Hit the hold button twice and right click the confirmation button
C. Select the party and hit check in, then move, then hold
D. Press the phone icon and change the color to yellow for waiting uncertain

Answer 31

A. Highlight party, select hold button, confirm party has been moved to
list