ch 8 ks restuarant ops

7/31/2019 Ch 8 KS Restuarant Ops

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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.htm


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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

ch 8 ks restuarant ops

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