Post on 05-Apr-2018
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Hosp 100:
Introduction to Hospitality & FoodServices
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Front of the House Includes anyone with guest contact from the hostess to
the bus person
Restaurant is run by the General Manager orRestaurant Manager
Depending on size and volume there maybe Kitchen Manager
Bar Manager
Dining Room Manager
Managers are usually cross-trained in order torelieve each other
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Keeping the restaurant looking attractive andwelcomingFlower beds
Parking lotsRestrooms
Dining rooms
Hostess holding the door open
Cleanliness of linens, flatware, glassware
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Rotate arriving guests among the stations andsectionsEnsures even and timely distribution of guests;
otherwise one section may get overwhelmed
Maintain a chart or book of reservations
Escorts guests to table
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Greet the guests Introduce and suggestively sell beveragesSuggest appetizers
Take ordersCheck to see that everything is to the guests
liking within two bites of the entreesAsk if the guests would like another drink
Bring out the dessert tray and suggest after-dinner drinks and coffee
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Sales budgets are forecasts of expected business
Forecasting restaurant sales has two parts:
Guest counts or coversAverage guest check
Guest counts or covers
Number of guests patronizing the restaurant
over a given period of time
Average guest check
Calculated by dividing total sales by the
number of guestsRestaurant forecasting
Used to not only calculate sales projections but
also for predicting staffing levels or labor cost
percentages
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What American diners really want to order wheneating out is good service
A new American Service has emerged Less formal yet professional approach is preferred by
todays restaurant guests
Increased training for new employees
Wait staff needs to know the menu
Inn at Little Washington Servers are required to gauge the mood of every table
and jot a number (one to ten( and sometimes adescription (elated, grumpy, or edgy) on each ticket
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American ServiceFood is prepared and appealingly placed onto
plates in the kitchen, carried into the dining roomand served to guests
Russian ServiceFood cooked and portioned in kitchen away from
guests
Food is presented to guests on silver trays
Waitstaff serves food to guests from tray
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French ServiceFinish cooking the food in front of the guests
Food is partially prepped in the kitchen and
brought to the table on a cartBuffet ServiceGuest pick up part or all of their meal from
displays in the dining room
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Butler Service (English Style)Combination of Russian and family style
Food prepared on trays with handles in kitchen
Trays held by butler to allow guests to servethemselves at the table side using tray utensils
Family StyleLarge bowls or platter place on table; guests serve
themselvesServe all courses or part
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Up Selling
Potent weapon in the effort to increase foodand beverage sales
Turn servers into sellersGuests will almost certainly be receptive to
suggestions from competent servers
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Generally run by the Kitchen Manager and refers to all theareas that guests do not normally come in contact with Purchasing Receiving Storing / Issuing Food production Stewarding Budgeting Accounting Control
Most important aspects to running a successful restaurantis having a strong back-of-the house operation, particularlyin the kitchen
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Cooking Line Most important part of the kitchen layout Broiler station Window station Fry station
Salad station Saut station Pizza station
TGI Fridays Five Rules of Control for Running a Kitchen: Order it well Receive it well Store it well Make it to the recipe Dont let it die in the window
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Staffing / Scheduling Staff to handle the volume of any given shift
Better to overstaff than to under-staff Much easier to send everyone home than to call additional
staff in Having extra employees on hand allows for cross-training and
development, which is becoming a widely used method
Competent staff is crucial to the smooth running of thekitchen
Put the best cooks in the appropriate stations on theline, which will assist in the speed of service, the foodquality and the quality of the operation
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If employees are properly trained when theyBEGIN their employment, little time andmoney will need to be spent on correcting
errorsCheese Cake Factory Training http://www.restaurantmanager.net/cheesecake2.htm
Buca di Beppo http://www.bucainc.com/careers/training.asp
http://www.restaurantmanager.net/cheesecake2.htmhttp://www.bucainc.com/careers/training.asphttp://www.bucainc.com/careers/training.asphttp://www.restaurantmanager.net/cheesecake2.htm7/31/2019 Ch 8 KS Restuarant Ops
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Production in the kitchen is key to thesuccess of a restaurantRelates directly to the recipes on the menu
How much product is on hand to produce themenu Production Control Sheets
Created for each station
Levels are set-up for each day according to sales
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1st step is to count the products on hand for eachstation
Once the production levels are determined, theamount of product required to reach the levelfor each recipe is decided
Once the calculations are completed, the sheetsare handed to the cooks
Have to control and minimize waste levelsWaste is large contributor to food cost; therefore the
kitchen has to determine the product levels necessary tomake it through one day
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Extremely important aspect of back-of-the-house managementCreates a positive work environment that
motivates staff
Many forms Personal commending Recognizing in a group setting
Great tool for building sales
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Involves procuring the products and serves that therestaurant needs in order to serve its guests
Purchasing systems Standards for each item (product specification) Systems that minimize effort and maximize control of theft
and losses from other sources The amount of each item that should be on hand (par stock
and reorder point) Who will do the buying and keep the purchasing in motion Who will do the receiving, storage and issuing of items
To eliminate theft Chef prepares the order Manager places the order Third person receives the order
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Restaurant operator specifies the day andtime for the delivery to be made.This prevents deliveries being made at
inconvenient times
ReceivingPoint of control in the restaurant operation
Purpose is to ensure the quantity, quality, and
price are exactly as ordered
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Records must be kept of all items going into orout of the stores
Difficult to keep control if multiple people haveaccess to store
All items that enter the stores should have adate stamp and be rotated using the first in-firstout (FIFO) system Ensures stock rotation
Place the most recent purchases, in rotation, behindprevious purchases
Failure to do this can result in spoilage
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Restaurants must maintain strict controls Taking inventory regularly
Calculating food and beverage cost percentages
Having receiving done by a person other than the person
who orders Using a par stock reordering system
Using one entrance / exit for employees
Not permitting employees to bring bags in the restaurantwith them
Employing a good accountant
Checking the garbage
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National Restaurant Association (NRA) hasformulated an analysis of the foodservicemanagers job by functional areas and tasksHuman Resource Management Recruiting / Training Orientation / Training Scheduling of Shifts Supervision of Employee Development
Financial Management Accounting Cost Control
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Administrative Management Scheduling / Coordinating Planning Communication
Marketing ManagementOperations Management Facility Maintenance Food and Beverage Operations Management
Service Sanitation and Safety
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More flavorful food
Increased take-out meals, especially at lunch andmore home meal replacement (for dinner)
Increased food safety and sanitationGuests becoming more sophisticated and needing
more thing to excite them
More food court restaurants in malls, movie
theatre complexes, and colleges and universitieswhere guests line up (similar to cafeteria), selecttheir food (which a server places on a tray), andpay a cashier
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Steak houses are becoming more popular
With more restaurants in each segment, thesegments are splitting into upper, middle and
lower tiersTwin and multirestaurant locationsQuick-service restaurants (QSRs) in
convenience stores
Difficulty in finding good employees