Chapter 9 Study Notes For Bk 2

It encompasses every type of ffod and beverage operations that provide meals to people aways from their homes and sometimes even in their homes.

Becasue the needs and expectations of consumers evolve.

So that changes and improvements to the bussiness can be made.

Menus must continually evolve so they can feature menu choices that guests want.

Catering to guests needs.

More than $630 billion in sales

Industry employs 12.9 million people.

10% of the total U.S. Workforce

The nation's 2nd largest private sector employee.

expected to add 1.4 million jobs in the next decade

. Wholesale food prices are on the rise and are expected to continue to increase in tue near future. as one third of sales in restaurants go toward food and beverage purchases, fluctuations in food prices are significant to a restaurants bottom line.

. Technology use continues to increase in restaurants, with many food and beverage operations experimenting with online ordering, electronic ordering using tablet computers, and at table or wireless electronic payment options

. Social media continues to be an effective marketing tool in attracting 20 - something consumers. Restaurants can reach out to consumers through e-mail or text messages with daily special, or make them available on Facebook and Twitter.

. According to the National Restaurant Association (Nra), nearly three quarters of consumers say they are more likely to visit a restaurant that offers locally-produced food items, and more than half of all restaurant currently offer locally-sourced produce. Many restaurant are offering ethically-sourced foods, including meat, because they think " it is the right thing to do."

. The Nra reports that about three quarters of consumers are trying to eat a more healthfully at restaurants. Restaurants are offering more healthy menu options and smaller options.

.In the spirit of creating community, more restaurants are offering free WiFi, encouraging people to linger and mingle

.Food quality. Customer service quality, and value are the top attributes consumers look for when choosing a table service restaurant. For quick service restaurants. Customers are looking for food quality. Value, and speed of service when picking where to dine.

. Many restaurants are focused on reducing energy consumption. Darden a company that includes red lobsters and olive garden, plans to reduce energy and water use by 15 percent within five years.

Food trucks started years ago as coffee carts or lunch wagons that delivered food to construction workers.

In recent years, they have become one of the hottest trends in the restaurant Industry l.

. These mobiles eateries are now offering a variety of gourmet options and fusions cuisine

. food truck use social media, especially twitter and facebook, to let customers know about theri offerings and locations.

. they more poplular in largr cities like new york, Los Angeles, and Seattle.

it means that a large number of people are required to doe the work necessary to meet guests needs.

yes they are.

becasue without them the restaurant would fail, there is no one to do the work, no works gets done, no guests come and the restaruant must close its doors.

Motivated

wisely and well.

Hiring and retaining staff members who are able to provide quality service is an important element.

Managers

. supervisors

. Entry - Level production personnel

If supervisors have to oversee the work of too many employees, they are less likely and training.

depending on the size of the operation and whether it is independantly owned, part of a chain, or an institutional organization, such as school or hospital.

One in five people change their jobs.

However, that number is closer to one in two in the hospitality industry.

Restaurants must begin by recruiting and selecting the right people.

recruitment, selection, orientation, training, and retention.

2. it is designed to find people who are the very best fit wihtin the culture and philosiphy of the restaurant.

but also on the service attitude required for the position.

1.True.

2. True

they should show excitment about the restaurant, the opportunities available there, and the people who work there to ecourage potential recruits.

True.

should consider how the person's attitude and

professional goals fit in with the organization.

2. It includes a background chek and a drug test, if required by the company.

it can reduce turnover becasue it gives new staff members the tools they need to become familiar with their new positions and the operation as a whole.

True.

2. writing training objectives

showing the trainee what to do

having the trainee practice performing the

position responsibilities.

Providing feedback once the trainee begins to

work independantly.

True.

2. they must be able to communicate and listen to staff needs, wants, and expectations.

Mangers should should check in with their staff members on a regular basis to asses moral.

planning friendly competitions

Hosting an annual outing

Working as a team to give back to the

community

reimbursing employees for work-related

education expenses.

True

2. most important skill a manager can have is the ability to train staff members, so they, in turn, can go and train others.

the organization to grow its own talen and shows staff members that the oganizations to grow its own talent and shows staff members that the organization provide opportunities for advancement.

is to provide manager incentives, in the form of bonuses for good performance.

2. it can be measured in terms of sales, profit, guest satisfaction, staff satisfaction controlling expenses, or other factors.

True.

2. it defines an operation's concept and communicates that concept to guest.

energy, money, time, and other resources.

then, is to influence the behaviors and emotions of the guests reading the menu.

from influencing guests to select the more profitable items on the menu to making them feel good about thier menu choices, the menu serves as a statement of the restaruants themes.

True

Meet or exceed guest expectations

. Attain marketing objectives

. Meer quality standards

. Be cost-effective

. Be accurate

. Achieve a balance between traditional and innovative menu items.

. Be appropriate for the operation's facilities.

Apetizers

. Soups

. Salads (side and entree)

. Entree

. Desserts

. Beverages (Alcholic and non alcholic)

decide on which meal periods to focus.

2. Breakfast

. Lunch

. Dinner

Breakfast and lunch

2. others are primarily dinner houses.

True.

2. True.

3. Children's

. Senior citizens

. Alchoholic beverages

. dessert

. Room service

. Take out

. Banquet

. Poolside

. Afternoon tea

to determine whether they are fixed or cyclical.

Fixed menu

Does not change from day to day but may feature daily specials.

Cyclical Menu

Changes daily for a certain number of days until the menu cyle repeats itself.

2. in schools, healthcare facilities,and other types of cafeteria.

Another popular classification is based on the pricing structures of menus.

A la Carte menu.

offers and prices each food item on an

individual basis.

2. Salads, entrees, vegetables,desserts, and beverages that are all individuall priced.

Prix fixe menu

Offers a complete meal with several courses for one price.

variouse electronic devices, including big-screens televisions, smartphones, and tablets.

2. can transmit orders directly to the kitchen and ccept table-sides payments.

Evaluating the menu by studying the popularity and profitability of menu items.

True

2. overall theme, blens with the interior decor, and helps sell the most profitable menu items.

. Speak Plainly: Use terms that are familiar to the reader, carefully select text to appeal to those who read it.

. Say what is important: because of various restrictions such as diets and allergies, guests need to know whether meny itmes contain ingredients like wheat, porl, nuts, dairy, or shelfish.

. Do not be afraid to be discriptive: the use of appealing adjectives such as crispy, fresh and sizzling, paints a mental picture of the item in the guest's mind.

. Say it correctly: whenever a discription, point of origin, or goverment grade or preperation tequnique is used on the menu, it must be accurate.

. Discribe accompaniments: include a discription of all items that accompany the main dish.

. Remeber less is more: Describe only these ingredients that add siginificantly to the flavor and value.

. Maintain sense of perspective: Do not try to recommend everyting; focus on signature menu items with no more than two or three per menu category.

. Spell it properly: if you wish to create an image of being the expert, make sure everything on the menu is spelled correctly and uses correct grammer.

. Punctuate properly: remember to use a comma between items in a series, such as breadcrumbs, mushrooms, and fresh parsely.

. Follow the rules of good typography: Select a paper color, ink color, front, and point size that can be read in the level of of lighting in the dining area.

True.

Meny engineering

2. Evaluating the menu by studying the popularity and profitalbity of menu items.

True

EXTERNAL

. Guest demands

. Economic factors

. Competition

. Supply levels

. Industry trends.

INTERNAL:

. operations meal pattenr

. Concept and theme

. Operational system

. Menu mix

True

2. by staff at the chain's headquaters.

in lower prices for buld orders.

2. True.

on the operation's bottome line.

yes it is.

SUPPLIES:

. China

. Glassware

. Flatware

. Disposable items

. Uniforms

. Linens

. Furniture.

EQUIPMENT:

. Holding table (food warmers)

. Coffee urns and makers

. Refrigerators and freezers

. Dishwashers

. POS systems

. Handheld terminal

. Electronic pocket engineers.

just as one would no use expensive china in a quick service operations, you would not use plastic flatware in a full-service restaurant.

true

Open-stock items, custom made.

Merchandise kept in stock that enable operators to replace or supplement articles, such as dishes, purchased in sets.

made to individual specifications;more difficult to replace.

Par entry level or stock levels.

True.

2. Reorder point.

if par level are set too high and supples are overstocked, problesm with cash flow, theft or wasted storage space can occur.

2. and there aren't enough supplies on hand, guest and staff member fustrations and dissatisfaction can result.

yes it is.

1. Check incoming products agains the

purchase record to ensure that what was

recieved matches what was purchased.

2. Check incoming products agains the

standard purchase specifications form,

which lists specific quality requirements

for items.

3. Check incoming products against the

delivery invoice. The type and quantity of

products the operations recieves should

match what it is being billed for.

4. Record in writing any discrepancies

between waht was recieved and what was

ordered. Record any errors in price or

corrections for damaged items that are

returned to the distributor.

5. Move items to secure storage areas after

delivery and reciept.

Record of the brand, purchase price, and quatity of an item ordered.

Issuing

the process of transferring supplies from storage are to kitchen and dining areas.

managers must ensure that the proper quantities of service supplies and no more are available in these areas.

general manager, assistant manager, host or hostess, or another staff member.

yes it is.

misuse, waste, breakage, and theft.

2. True

they might use a napkin as a pot holder, thus ruining the napkin.

To prevent misuse of supplies, managers must purchase proper supplies and equipment.

close training and supervision can help reduce this problem.

to properly handle breakable items because these items are expensive to replace.

2. theft by guests and staf members and implement programs to reduce theft, such asoffering items with the operation's logo for sale.

But also the restaurants design and decor.

The cuisine and service.

2. its appeal to guests and on the productivity of employees.

. Kitchen, storage areas, the dining room, and the bar or lounge ares.

2. True.

a legal issue: food and beverage facilities must comply with local sanitation laws.

True

2. noise, lighting, color coordination, and use of space.

3. goverment safety regulations, which govern such factors as emergency exits, how many guests a space can accomadate, and ADA accommodations.

service staff from completing their work efficiently.

. Traffic Flow. There should be an efficient flow of guests, staff members product, supplies, and trash through a facility.

. Food safety and sanitation: sinks should be located in area where they are most likely to be used. To avoid cross contamination clean and dirty items should not come into contact with each other, and if possible raw items should be refrigerated seperately.

. Sustainable Design: Green features can be incorporated into the design. Facilites should consider pruchasin ENERGYS STAR rated appliances or even applying for LEED certification.

it must be compatible with an organization's

theme, menu, and service style.

2. Furniture, decorations, and staff uniforms must all work together.

in a gourmet restuarant, it may be appropriate for the manager to wear a tuxedo. In a Mexican or other ethnic restaurants, uniforms and decorations may reflect the national heritage of that particular coulture.

that can withstand wear and tear and make sure that any delicate decorations are out of reach and well anchored.

Color, Flooring wall covering, Decorations, Lighting, Ventilation, Noise, Music, Furniture and the exterior.

1. Breakfast

2. Lunch

3. Early evening

4. Dinner.

Cleanliness.

2. guests may get the feeling that other areas such as the kitchen is not clean.

but also because food safety depends on cleanliness.

2. they will stay longer.

Orientation and ongoing training programs.

2. Checklists.

3. Cleaning schedules let employee know how oftem items are to be cleaned.

False, they cannot ignore sanitation and safety.

the costs in humans suffering, productivity (If employees becoem ill), medical and hospital expenses (including claims settlement), negative publicity, and lost business can be devastating.

A worker or guest is injured on the property because of usafe conditions.

True.

2. caused by failure to follow simple, basic food sanitation procedures.

Safety concerns are jsut as vital.

managers have a personal, professional and legal responsiblity.

seeks to eliminate safety risks in fodd processing by identifying the specific hazards at each important point in a food production syste.

2. Staff training

which control points are critical and what the critical limits are at these points.

2. True.

Hazard Analysis: Identify significant hazards and

develop preventative measures for a process or product to ensure safety. A thorough analysis includes a review of ingredients, processing, distribution and intended product use.

. Identifyl Critical Control Points (CCPs): Steps including, cooking, chilling, recipe control, and prevention of cross-contamination are CCPs that migh apply to a specific recipe.

. Establish Critical limits/preventative measures: Proper cooking, holding, and storage temperatures are examples of standards that must be incorporated into food-handling procedures.

. Establish procedures to monitor CCPs: Thses procedures help identify problems, assess the results of corrective actions, and provide written documentation for HACCP plans.

. Establish necessary corrective actions: This helps to identify reasons for deviation from HACCP plans and helps to ensure that critical CCPs are controlled.

. Establish an effective record keeping system: plans must detail hazards at each CCP, specify monitoring and recordkeeping procedures, and outline implementation stratergies.

. Establish procedures to verify that the HACCP system is working: Plans must be reviewed and verified, CCP records must be studied, and managers must determine that decisions for controlling damages have been effectively made when production deviations occur.

managers must ensure food safety during purchasing, recieving, storing, and issuing.

2. buyers should ensure that food is obtained from sources that comply with a local, state, and federal sanitaiton laws.

3. after recieving, at the correct temperature, and should be issued on a First in, first out (fifo) basis.

foods that are in storage the longest should be used first.

2. Dishes, flatware, pots, pans cooking surfaces, and the facility itself.

3. reduces harmful microorganism to acceptable and safe levels.

4. In addition to the the kitchen, regualr cleaning must be performed on floors, walls sidestations, and restrooms.

that can harm guests, employees and others.

2. by someone's carelessness and can be prevented.

burns, cuts, falls, lifting injuries, and equipment accidents.

2. that staff is properly trained in the prevention of these types of accidents and injuries.

1. asses exactly what happened

2. Determine why the accident occurred.

3. suggest what should be done to prevent recurrences.

4. Follow up to ensure the preventative action

has been taken.

On how to handle emergancies such as injuries, to staff members or guests.

2.conveniently located.

3. All staff members should know where first aid supplies are stored and they should be trained in how to use them to minor injuries.

Becasue of the of the business.

2. The Heimlich manerver is oftenust to safe choking victoms.

3. Cardiopulminory resuscitation.

. Incorporating sanitation and safety practices into operating procedures.

. Ensuring that sanitation and safety concerns take priority over convenience.

. Training employees in sanitary and safe work procedures

. COnducting sanitation and safety inspections.

. Completing accidents reports, assisting in investigation, and ensuring that problems are quickly corrected.

. Assisting in treatment and seeking medical assistance for injured employees and guests when necessary.

. Reporting necessary repairs or maintenance, changes in work procedures, or other conditions that are potential problems.

True

2. Much more than $5,200 in the restaruant's profit margins 12 percent (.12), the restaruant would have to generate $43,333 in gross sales to make $5,200 in profit.

$43,333 x .12 =5,200 rounded

True

True.

2.may also mean taht the operation is attracting and retaining more qualified staff members.

3. operation manager.

staff, guests, and the owner.

2. Staff members fess rused and wverworked and guests are more likely to have a negative dining experince.

3.may lead to reduced tips per servier, which can lead to decreased morale.

High staffing levels will greatly increase labor costs and reduce restaurants profits.

Staffing Guides.

A worksheet showing the number of labor hours that must be worked as the volume of exoected business changes.

to determine the amount of time required to perform assigned tasks, such as rolling silverware in napkins, setting up the buffet, or cleaning the dining area after shift.

which telss managers the numbers of labor hours needed for each position according to the voume of business forcasted.

2. planning work schedules and controlling labur costs.

When the number of actual hours exceed the number identified by the staffing guide, manager should analyze where the difference came from.

True

2. True.

purchase, recieve, store, issue, and produce menu items to serve the estimated number of guests.

It could spoil, cutting into the operations bottom line.

such conditions as road constructions int he area, a local event, or a special dining promotion can affect the forecast.

moving average method and the wheighted time series method.

mOVING AVERAGE = Activity in previous n Periods/n

3 =285 +270 +260/3 =272 rounded.

2. (285)(3) + (270)(2) +(260)(1) =1,6555

1,655/3+2+1= 1,655/6 = 276 rounded.

ensure that the kitchen produces only items that were actually ordered and that revenue is collected for all items saved.

2. electronice point of sale (POS)

3. it is important to be able to use a mannual guest check system.

Guest check

2.of the systems open check file.

3. voided items, outstanding checks, and the servers responsible.

Once payment is reciceved , the guest check status changes from opent to close.

True.

2. that a process is in place to protect guest informations and prevent fraud and theft.

3. have insituated tableside payment using handheld devices.

True

2. feasible.

server banking systems.

2. servers and bartenders use their own banks of money to collect payments from guests and retain the collected revenue until they check out at the end of their shifts

Cashier banking system.

2. guests pay the cashier.

Cash Banks at the start fo their shifts.

2. At the end of the shift, they count the banks again and record the amount of revenue collected.

Healthier living of food.

2. True

Low in fat, sodium, cholesterol, and sugar.

2. Vegetarian, vegan and pescetarian menus.

3. excludes poultry,beef and pork from his or her diet but includes fish and other seafood.

4. passed laws that ban trans fats and required operators to include calorie count on menus.

220-250 million people may suffer from food allergies worldwide.

2. itching, hives, vomiting or abdominal pain.

3. True.

Milk eggs, legumes, nuts, shelfish, and wheat.

2.TRUE.

3, food served by a restaruant or other food service establishments.

it is important for the staff and managers take food allergies seriously and recognize that ther are no shortcuts to accommodating persons with food allergies.

2. they can creat meny choices to accommodate allergies.

3. Allergies.

Organic foods.

2. Plants or animals raised without the use of chemicals.

they are those have been grown or raised locally or without harming the enviroment.

2. for consumers, animals, fair fo staff works, and support the local community.

. Grass-fed and antibiotic-free meat.

. Eggs from cage-free chickens

. Fish and seafood that is not endangered

. Organic or heirloom produce

. Fair trade coffee.

a new market of guests who will pay a primium for the generally higher priced organic foods.

2. Sustainability and green practices into their operations because they feel its ehtical thing to do.