MDP Health care Trivia Quiz!
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As outlined in the Communicating with Media Policy, who is the best contact for those inquiries about Granite City's financial analysts?
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Liz Severance
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Steve Wagenheim
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Jim Gilbertson
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About This Quiz
MDP Health care Trivia Quiz assesses knowledge on handling guest incidents, documenting injuries, and addressing allergy concerns within a corporate setting, focusing on compliance and safety protocols.
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- 2.
The first priority in dealing with a guest incident is always; Taking care of the injured person.
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True
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False
Correct Answer
A. TrueExplanation
The first priority in dealing with a guest incident is always taking care of the injured person. This means that the immediate focus should be on providing any necessary medical assistance or aid to ensure the well-being and safety of the injured individual. This takes precedence over any other actions or concerns in order to address the most urgent and critical need in the situation.Rate this question:
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- 3.
The second priority when dealing with a guest incident would be to; Properly documenting and reporting the incident.
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True
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False
Correct Answer
A. TrueExplanation
Properly documenting and reporting the incident is the second priority when dealing with a guest incident because it is crucial to have a record of the incident for future reference and to ensure that appropriate actions are taken. This documentation can help in investigating the incident, identifying any patterns or trends, and implementing necessary measures to prevent similar incidents in the future. It also helps in providing a clear and accurate account of the incident to relevant stakeholders and authorities if required.Rate this question:
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- 4.
What significant details should be documented in the case of a guest injury due to a foreign object being identified in food/beverage?
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Type and size of object
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Identify the source
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Overall condition of the guest's teeth, when appropriate
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Menu item the object was found in, and when applicable, the vendor name, lot # and box label
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All of the Above
Correct Answer
A. All of the AboveExplanation
In the case of a guest injury due to a foreign object being identified in food/beverage, it is important to document all of the above details. The type and size of the object can help determine the potential harm it could cause. Identifying the source of the object can help prevent future incidents. The overall condition of the guest's teeth may be relevant if there was any damage caused. Documenting the menu item the object was found in, as well as the vendor name, lot #, and box label, can help trace the source and potentially prevent similar incidents.Rate this question:
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- 5.
What significant details should be documented in the case of a guest injury due to slip/trip/fall?
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The exact location and the time the accident occured
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Is the incident captured on our video surveillance system
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Identification of any witnesses to the accident
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Was the "wet floor sign" present
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Weather conditions, if applicable
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All of the Above
Correct Answer
A. All of the AboveExplanation
In the case of a guest injury due to slip/trip/fall, it is important to document the exact location and time of the accident to provide accurate information. It is also important to determine if the incident was captured on the video surveillance system, as this can provide evidence and help in understanding the cause of the accident. Identifying any witnesses to the accident is crucial as their testimonies can support the investigation. The presence of a "wet floor sign" is an important detail to document, as it can indicate if proper precautions were taken. Additionally, noting the weather conditions, if applicable, can help determine if they played a role in the accident. Therefore, all of the above details should be documented in such cases.Rate this question:
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- 6.
All allergy concerns for guests can be located in the Policies and Procedures manual.
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True
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False
Correct Answer
A. TrueExplanation
The statement suggests that all allergy concerns for guests can be found in the Policies and Procedures manual. This implies that the manual contains detailed information and guidelines regarding allergies and how to address them. Therefore, the statement is true as it indicates that the manual is a reliable source for information on allergy concerns for guests.Rate this question:
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- 7.
If a Staff Member approaches you regarding any form of harassment from the guest, when is it appropriate to address the situation?
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After his/her shift
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When the guest is on his/her way out
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Immediately
Correct Answer
A. ImmediatelyExplanation
It is appropriate to address the situation immediately when a staff member approaches you regarding any form of harassment from the guest. This is because immediate action is necessary to ensure the safety and well-being of the staff member and to address the issue before it escalates further. Delaying the response may allow the harassment to continue and potentially harm the staff member or create a hostile work environment. Therefore, addressing the situation immediately is crucial in order to protect the staff member and maintain a safe and respectful environment.Rate this question:
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- 8.
If there is concern on how to handle a situation regarding guest harassment, who is the best person to contact?
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D.O. (Director of Operations)
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C.O.O. (Chief Operating Officer)
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H.R. (Human Resources)
Correct Answer
A. H.R. (Human Resources)Explanation
In a situation regarding guest harassment, the best person to contact would be the Human Resources department. HR is responsible for handling employee-related issues, including complaints and concerns. They have the knowledge and expertise to handle sensitive matters and can ensure the appropriate actions are taken to address the situation. The Director of Operations (D.O.) and Chief Operating Officer (C.O.O.) may also be involved in addressing the issue, but HR would be the primary point of contact for handling guest harassment concerns.Rate this question:
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- 9.
Based upon the Staff Member/Management recreational events policy, what should not be encouraged for an event?
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Drinking
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Dancing
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Smoking Tabacco
Correct Answer
A. DrinkingExplanation
The correct answer is Drinking. According to the Staff Member/Management recreational events policy, drinking should not be encouraged for an event. This implies that the policy discourages the consumption of alcoholic beverages during recreational events.Rate this question:
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- 10.
What voluntary benefits exist for Staff Members?
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Life Insurance
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Vision Plan
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Short Term Disability
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All of the Above
Correct Answer
A. All of the AboveExplanation
The given answer, "All of the Above," suggests that all three options mentioned - Life Insurance, Vision Plan, and Short Term Disability - are voluntary benefits available for staff members. This means that staff members have the option to choose and enroll in any or all of these benefits if they wish to.Rate this question:
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- 11.
If there is concern that a guest has over-consumed alcoholic beverages, what type of behaviors should you observe being exhibited.
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Weakened inhibitions
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Impaired Judgement
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Impaired Reactions
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Poor Conditions
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All of the Above
Correct Answer
A. All of the AboveExplanation
If there is concern that a guest has over-consumed alcoholic beverages, you should observe weakened inhibitions, impaired judgment, impaired reactions, and poor conditions being exhibited. Overconsumption of alcohol can lead to a decrease in inhibitions, causing the person to engage in behaviors they may not normally do. It also impairs judgment, making it difficult for them to make rational decisions. Impaired reactions can be seen in slower reflexes and coordination. Poor conditions refer to physical symptoms such as slurred speech, stumbling, or vomiting. Therefore, all of the above behaviors can be observed in a guest who has over-consumed alcoholic beverages.Rate this question:
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- 12.
What is the purpose of offering food or coffee to an obviously intoxicated guest?
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To help sober up the guest
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To pass time
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Both A and B
Correct Answer
A. To pass timeExplanation
Offering food or coffee to an obviously intoxicated guest serves the purpose of passing time. This suggests that the intention is not to help the guest sober up, but rather to provide them with something to occupy themselves with while they wait.Rate this question:
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- 13.
The L.A.S.T. technique is used for problem solving purposes.
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True
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False
Correct Answer
A. TrueExplanation
The L.A.S.T. technique is indeed used for problem-solving purposes. This technique stands for Look, Ask, Solve, and Test. It is a systematic approach that helps individuals identify and analyze problems, gather information, generate solutions, and evaluate their effectiveness. By following the L.A.S.T. technique, individuals can effectively address and resolve various problems they encounter.Rate this question:
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- 14.
The acronym L.A.S.T. stands for and what four things must be done when dealing with any problem. L- Listen A- Apologize S- Solve T- Thank
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True
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False
Correct Answer
A. TrueExplanation
The given answer is true. The acronym L.A.S.T. stands for Listen, Apologize, Solve, and Thank. These four steps should be followed when dealing with any problem. First, one should listen attentively to understand the issue. Then, apologize for any inconvenience caused. Next, work towards finding a solution to the problem. Finally, express gratitude by thanking the person for bringing the problem to attention. Following these steps helps in effectively addressing and resolving problems.Rate this question:
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- 15.
In what situations may it be appropriate to Comp an item to "Food Problem"?
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If we made the wrong item
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If we made the wrong item or the item took an inordinate amount of time
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If the guest dislikes what he/she ordered or we made the wrong item
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All of the Above
Correct Answer
A. All of the AboveExplanation
In all of the situations mentioned, it may be appropriate to Comp an item to "Food Problem". If the wrong item was made or if it took an excessive amount of time, it would be a gesture of goodwill to Comp the item. Similarly, if the guest dislikes what they ordered or if the wrong item was made, Comping the item would be a way to address the issue and ensure customer satisfaction. Therefore, all of the above situations warrant Comping the item to "Food Problem".Rate this question:
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- 16.
The best way to handle a situation where a Guest believes he/she has gotten sick from their meal is to apologize to the Guest. Gently explain to the guest that there have been no other complaints but that we take any Guest comments very seriously. Take their name and telephone number and tell the Guest we will report the claim to our insurance provider and they will be in contact.
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True
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False
Correct Answer
A. TrueExplanation
The best way to handle a situation where a guest believes they have gotten sick from their meal is to apologize to the guest and take their complaint seriously. By apologizing, it shows empathy and acknowledges their concern. Explaining that there have been no other complaints helps to assure the guest that this may be an isolated incident. Taking their name and telephone number allows for further communication and investigation of the claim. Reporting the claim to the insurance provider shows that the restaurant takes these matters seriously and is willing to address any potential issues.Rate this question:
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- 17.
If a guest is still not satisfied with your resolution if they feel as though they have gotten sick from eating at Granite City, what should you do?
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Get the MP involved
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Issue a comp certificate for a future visit
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Admit fault
Correct Answer
A. Get the MP involvedExplanation
If a guest is still not satisfied with the resolution and believes they have gotten sick from eating at Granite City, getting the MP (Manager on Duty) involved is the appropriate course of action. This is because the MP has the authority and responsibility to handle escalated situations and ensure that the guest's concerns are addressed effectively. By involving the MP, the guest can have their complaint taken seriously and receive the necessary attention to resolve their issue.Rate this question:
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- 18.
If at any time should a bug or rodent be seen from a guest in our restaurants, what should you do?
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Approach the table and calm the guest
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Comp the entire tables meals
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Document the incident
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All of the Above
Correct Answer
A. All of the AboveExplanation
If a bug or rodent is seen by a guest in our restaurants, it is important to take immediate action. Approaching the table and calming the guest is necessary to address their concerns and provide reassurance. Compensating the entire table's meals shows the restaurant's commitment to customer satisfaction and acknowledges the inconvenience caused. Documenting the incident is crucial for record-keeping and ensuring that appropriate measures are taken to prevent similar occurrences in the future. Therefore, all of the above actions should be taken in such a situation.Rate this question:
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- 19.
If we accidently damage any Guest belongings, what should occur?
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We comp the entire table's meals
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We offer to pay for dry cleaning
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We give the guest cash back
Correct Answer
A. We offer to pay for dry cleaningExplanation
If we accidentally damage any guest belongings, it is appropriate to offer to pay for dry cleaning. This shows responsibility and willingness to rectify the situation by covering the cost of cleaning the damaged items. Compensating the entire table's meals or giving the guest cash back may not be necessary or relevant in this scenario.Rate this question:
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- 20.
Granite City's policy is to card anyone who appears to be 40 years of age or younger.
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True
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False
Correct Answer
A. TrueExplanation
The given statement suggests that Granite City has a policy of checking identification for individuals who look like they are under the age of 40. This indicates that the policy is to card anyone who appears to be 40 years of age or younger. Therefore, the correct answer is True.Rate this question:
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- 21.
What forms of identification are appropriate when carding an individual?
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Valid Drivers License
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Valid State Issued ID card
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Valid Passport or Active Military ID
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All of the Above
Correct Answer
A. All of the AboveExplanation
The appropriate forms of identification when carding an individual include a valid driver's license, a valid state-issued ID card, and a valid passport or active military ID. All of these forms of identification can be used to verify the identity and age of the individual.Rate this question:
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Quiz Review Timeline (Updated): Nov 28, 2023 +
Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Nov 28, 2023Quiz Edited by
ProProfs Editorial Team -
Apr 05, 2011Quiz Created by
Granite City
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