aboikis/Shutterstock Restaurant Operations

1 Learning OutcomesAfter reading and studying this chapter, you should be able to: Identify key aspects of a Restaurant manager s job. Describe Restaurant Operations for the front of the house. Outline back-of-the-house Operations . Calculate basic food, beverage, and labor cost Operations7 12906/11/17 3:12 PMCHAPTER 7 Restaurant Operations1305. Evaluate progress of employees during Supervise on-site training of employees that is conducted by another manager, employee leader, trainer, and so Conduct payroll Complete reports or other written documentation on successful completion of training by for Shifts1. Review employee work schedule for Determine staffing needs for each Make work assignments for dining room, kitchen staff, and maintenance person(s).4. Make changes to employee work Assign employees to work stations to optimize employee Call in, reassign, or send home employees in reaction to sales and other Approve requests for schedule changes, vacation, days off, and so and Employee Development1.

2 Observe employees and give immediate feedback on unsatisfactory employee Observe employees and give immediate feedback on satisfactory employee Discuss unsatisfactory performance with an Develop and deliver incentive for above-satisfactory performance of Observe employee behavior for compliance with safety and Counsel employees on work-related Counsel employees on nonwork-related Talk with employees who have frequent Observe employees to ensure compliance with fair labor standards and equal opportunity Discipline employees by issuing oral and/or written warnings for poor Conduct employee and staff Identify and develop candidates for management Put results of observation of employee performance in Develop action plans for employees to help them in their Authorize promotion and/or wage increases for Terminate employment of an employee for unsatisfactory job of Restaurant general manager or managing partner, if they own a stake in the business, is very challenging and demanding, and requires strong leadership and organizational skills.

3 First, let us analyze the job by examining the key areas of the Manager Job AnalysisLearning Outcome 1: Identify key aspects of a Restaurant manager s National Restaurant Association (NRA), the largest industry association, which represents over 500,000 Restaurant busi-nesses, has formulated an analysis of the foodservice manager s job by functional areas and tasks. This analysis follows a natural sequence of functional areas from human resources to sanitation and Resource ManagementRecruiting/Training1. Recruit new employees by seeking Recruit new employees by Recruit new employees by seeking help from district Interview applicants for Conduct on-site orientation for new Explain employee benefits and compensation Plan training programs for Conduct on-site training for job of Restaurant general manager requires strong leader-ship and organizational 13006/11/17 3:12 PMRestaurant Manager Job Analysis131 Marketing Management1.

4 Create and execute local establishment marketing Develop opportunities for the establishment to provide community Carry out special product ManagementFacility Maintenance1. Conduct routine maintenance checks on facility and Direct routine maintenance checks on facility and Repair or supervise the repair of Review establishment evaluations with district Authorize the repair of equipment by outside Recommend upgrades in facility and and Beverage Operations Management1. Direct activities for opening Direct activities for closing Talk with other managers at beginning and end of shift to relay information about ongoing problems and Count, verify, and report Receive, inspect, and verify vendor Check stock levels and submit orders as Talk with vendors concerning quality of product Interview vendors who wish to sell products to Check finished product quality and act to correct Work as expediter to get meals served Inspect dining area, kitchen, rest rooms, food lockers, storage, and parking ManagementAccounting1.

5 Authorize payment on vendor Verify Count cash Prepare bank Assist in establishment of audits by management or outside Balance cash at end of Analyze profit and loss reports for Control1. Discuss factors that impact profitability with district Check establishment figures for sales, labor costs, waste, inventory, and so ManagementScheduling/Coordinating1. Establish objectives for shift based on needs of Coordinate work performed by different shifts, for exam-ple, cleanup, routine maintenance, and so Complete special projects assigned by district Complete shift readiness Develop and implement action plans to meet financial Attend off-site workshops and training Communicate with management team by reading and making entries in daily communication Prepare written reports on cleanliness, food quality, person-nel, inventory, sales, food waste, labor costs, and so Review reports prepared by other establishment Review memos, reports.

6 And letters from company head-quarters/main Inform district manager/supervisor of problems or devel-opments that affect operation and performance of the Initiate and answer correspondence with company, ven-dors, and so File correspondence, reports, personnel records, and so on. Ray Kroc, of McDonald s, once spent a couple of hours in a good suit with one of his Restaurant managers cleaning up the park-ing lot of one of his restaurants. Word soon got around to the other stores that manage-ment begins in the parking lot and ends in the bathrooms. 13106/11/17 3:12 PM132 CHAPTER 7 Restaurant Operations12. Check daily reports for indications of internal Instruct employees regarding the control of waste, portion sizes, and so Prepare forecast for daily or shift food Receive and record table Greet familiar customers by Seat Talk with customers while they are Monitor service times and procedures in the dining Observe customers being served in order to correct Ask customers about quality of Ask customers about quality of the food Listen to and resolve customer Authorize complementary meals or Write letters in response to customer Telephone customers in response to customer Secure and return items left by and Safety1.

7 Accompany local officials on health inspections on Administer first aid to employees and Submit accident, incident, and OSHA Report incidents to Observe employee behavior and establishment conditions for compliance with safety and security comprehensive analysis of a Restaurant manager s job details all the major areas that a Restaurant manager will deal with. Depending on the type of Restaurant , more emphasis may be placed on one area over another and that may change from day to day. Next, we review the job of an assis-tant Restaurant manager. Most restaurants go with an open-ing and closing manager. In either case, they perform much the same basic duties plus any special opening or closing assistant Restaurant manager does some of the duties of a Restaurant manager, and generally there is both an opening manager and a closing are traditionally organized by front and back of the house.

8 The front of the house comprises the servers, bussers, wine stewards, bartenders, and cocktail servers, while the back of the house includes the chef and kitchen cooks, dishwashers, stewards, dishwashers, receivers, and storekeepers. Check Your Knowledge1. Name ways that new employees are Explain key tasks of administrative Explain key tasks of Operations of the HouseLearning Outcome 2: Describe Restaurant Operations for the front of the Operations are generally divided between what is commonly called front of the house and back of the house. The front of the house includes anyone with guest contact, from the hostess to the bus person. The sample organization chart in Figure 7 1 shows the differences between the front and back of the house general manager or Restaurant manager runs the restau-rant.

9 Depending on the size and sales volume of the Restaurant , there may be more managers with special responsibilities, such as kitchen manager, bar manager, and dining room manager. These managers are usually cross-trained in order to relieve each the front of the house, Restaurant operation begins with creating and maintaining what is called curbside appeal, or keeping the Restaurant looking attractive and welcoming. Ray Kroc, of McDonald s, once spent a couple of hours in a good suit with one of his Restaurant managers cleaning up the parking lot of one of his restaurants. Word soon got around to the other stores that management begins in the parking lot and ends in FIGURE 7 1 Restaurant Organization ManagerKitchen ManagerBack of the HouseCooksPrep cooksExpediterReceivingDishwashingBar ManagerDining Room ManagerFront of the HouseOpening and Closing ManagersBar-backsBartendersCocktail 13206/11/17 3:12 PMFront of the House133 Working together is the key to success in the Restaurant business.

10 Bruce Folkins, Marina Jacks, Sarasota, FLThe front of the house includes anyone with guest contact, from the hostess to the bus is known as suggestive selling. The server then takes the entree orders. Often, when taking orders, the server begins at a designated point and takes the orders clockwise from that point. In this way, the server will automatically know which per-son is having a particular dish. When the entrees are ready, the server brings them to the table. He or she checks a few minutes later to see if everything is to the guests liking and perhaps asks if they would like another beverage. Good serv-ers are also encouraged, when possible, to pre-bus tables. Management involvement is vital to the success of a Restaurant .