Introduction to Hospitality, 6e
and
Introduction to Hospitality Management, 4e
John R. Walker
Restaurant Operations
Chapter 7
Front of the House
• Includes anyone with guest contact from the
hostess to the bus person
• Curbside appeal: Keeping the restaurant looking
attractive and welcoming
• Restaurant is run by a General Manager, or
restaurant manager
• Depending on size and sales volume, there may
be more managers with other responsibilities
• Managers should all be cross-trained to relieve
each other
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Restaurant Organizational Chart
Figure 7-1
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Front of the House
• The hostess, host, or greeter is responsible for
greeting the guests and the rotation of arriving
guests among sections or stations
• Servers introduce themselves and offer a variety
of beverages and/or specials, and invite guests
to select from the menu
– This is known as suggestive selling
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
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Upper Saddle River, New Jersey 07458 • All Rights Reserved
Front of the House
• Seven steps of table service:
–
–
–
–
–
–
–
Greet guests
Introduce and suggestively sell beverages
Suggest appetizers
Take orders
Check back after two bites
Sell another drink
Sell dessert and suggest after dinner drinks
• Servers are also expected to be NCO (neat,
clean, and organized)
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Restaurant Forecasting
• Formulating a budget that projects sales and
costs for a year on a weekly and monthly basis
• Forecasting restaurant sales has 2 components:
Guest counts or covers and the average guest
check
• Guest counts or covers: The number of guests
patronizing the restaurant over a given time
period
• Average guest check: Calculated by dividing
total sales by the number of guests
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Restaurant Forecasting
• The year is divided into twelve 28-day periods
and one 29-day period.
• These 13 accounting periods are used to better
compare one period to another
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Service
• Today, quality is more important to American
diners
• Quality is often the one area that sets one
restaurant apart from its competition
• A new standard in American service has
emerged; a less formal yet professional
approach is preferred by American diners
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Types of Restaurant Service
• American Service: Food is placed onto
plates in the kitchen, carried into the
dining room, and served to guests
– Restaurants in the United States,
Canada, and many other parts of the
world all use American service
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Suggestive Selling
• Suggestive selling is an important tool to
increase food and beverage sales
• Guests are not usually offended with suggestive
selling techniques
• Through training, servers become sellers
• Guests will be more likely to be receptive to
suggestions from competent servers
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Front of the House Restaurant Systems
• Point-of-sale (POS) systems:
– Used to track food and beverage charges and other retail
charges that may occur at a hotel or restaurant
• Kitchen Display Systems:
– Printers in the kitchen are replaced with video monitors and
presents orders to kitchen associates along with information
on how long orders are taking to be prepared
• Guest Services Solutions:
– Applications that are designed to help a restaurateur develop
a dining relationship with guests
– Applications include a frequent-diner management program,
delivery management with caller ID interface, and guest
accounts receivable to manage home accounts and gift
certificate management
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Back of the House Restaurant Systems
• Includes inventory control, food costing, labor
management, and financial reporting features
• Wireless POS Systems:
– Allows the servers to use a handheld personal digital
assistant to send orders to the kitchen
• Labor Management:
– Includes a human resources module to track hiring,
employee personal information, vacation, I-9 status,
security privileges, tax status, availability, and any
other information pertinent to employees working at a
restaurant
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Back of the House Restaurant Systems
• Financial Reporting:
– Posts data into a relational database located on the
central server
– The restaurant manager uses these data for reporting
and decision making, profit and loss reports, budget
variances, end-of-day reports, and other financial
reports are generated
• Personal Digital Assistants:
– Help hospitality businesses stay effective and efficient
by improving time management and helping with
faster service
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Food Production
• Based on expected volume of business
• The sales from the previous year gives a good
indication of the expected volume and a
breakdown of the number of sales for each
menu item
• The kitchen manager checks the head line
cook’s order, which will bring the prep area up to
the par stock for prepared items
• Prep work is done prior to service times
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Food Production
• The cooking line is the most important part
• The size of the kitchen and its equipment are
designed according to the sales forecast for the
restaurant and the menu
• The kitchen is also set up according to what the
customers prefer and order most frequently
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Kitchen/Food Production
• Staffing and Scheduling: Crucial for the
successful running of a kitchen
• Training and Development: Implementing a
comprehensive training program is vital in the
kitchen, due to a high turnover rate
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Kitchen/Food Production
• Production Procedures: Relates directly to
the recipes on the menu and amount of product
on hand to produce the menu
• Production sheets:
– Count the product on hand (par levels).
– Determine production level.
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Kitchen/Food Production
• Management involvement and follow-up:
– Management should know first-hand what is going
on in the back of the house
– As management spends more time in the kitchen,
more knowledge is gained, more confidence is
acquired, and more respect is earned
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Employee Recognition
• An extremely important aspect of back-of-thehouse management
• Recognizing employees for their efforts creates
a positive work environment that motivates the
staff to excel and to ultimately produce
consistently better-quality food for the guests
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Purchasing
• Restaurant operators set up purchasing systems
that determine the following:
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–
–
–
–
Use of standards (product specs)
System of control for theft and loss
Par stock and reorder points
Who will do the purchasing?
Who will handle receiving, storage, and issuing?
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Food Cost Control Process
Fig. 7-3
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Purchasing
• Product specification: Established standards
for each product
• Par Stock: The stock level of a product that
must be on hand at all times
• The person ordering should never be the same
person receiving
• Purchase order: An order to purchase a certain
quantity of an item at a specific price—comes as
a result of the product specification
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Receiving, Storing, Issuing
• The purpose of receiving is to ensure the
quantity, quality, and price are exactly as
ordered
• Items should only be issued from the stores on
an authorized requisition, signed by the
appropriate person
• First In – First Out (FIFO) ensures stock rotation
by placing the most recent purchases behind the
previous purchases
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Budgeting
• Fixed costs are constant regardless of the
volume of business
– Fixed costs are rent/lease payments, interest,
and depreciation
• Variable costs fluctuate with the volume of
business
– Variable costs include controllable expenses such
as payroll, benefits, direct operating expense,
music and entertainment, marketing and
promotion, energy and utility, administrative, and
repairs and maintenance
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Restaurant Accounting
• A balance sheet reflects how the assets and
liabilities relate to the owner’s equity at a
particular moment in time
• The Operating or Income Statement includes
sales, cost of goods sold, gross profit, labor and
overhead expenses, and net profit
• Managing the money to the bottom line requires
careful scrutiny of all results, beginning with the
big-ticket controllable expenses
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Operating ratios
• Operating ratios are industry norms that are
applicable to each segment of the industry
– Food cost percentage (cost/sales × 100 = food
cost percentage)
– Contribution margin (difference between the cost
of the item and sale price)
– Labor cost percentage (salaries and wages of
employees, employee benefits, and their training)
– Prime cost (combined food and labor costs)
– Beverage cost percentage (calculated like the
food cost percentage)
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Lease and Controllable Expenses
• Lease Costs should not be more than 5-8% of sales
– Most leases are triple net—the lessee must pay for all
alterations, insurance, utilities, and possible
commercial fees (e.g., landscaping or parking
upkeep)
• Controllable Expenses: All the expenses over which
management and ownership have control
– Salaries and wages (payroll) and related benefits;
direct operating expenses such as music and
entertainment; marketing, including sales, advertising,
public relations, and promotions; heat, light, and
power; administrative and general expenses; repairs
and maintenance
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Restaurant Manager Job Analysis
• The National Restaurant Association (NRA) has
formulated an analysis of the foodservice
manager’s job by functional areas and tasks—
this follows a natural sequence of functional
areas from:
–
–
–
–
Human Resource Management
Financial Management
Administrative Management
Operations Management
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Recycling
• At the end of the night in most restaurants,
leftover food, paper, bottles, and cardboard are
typically placed in the trash
• Although separating garbage is dirty, many
operators say making minor changes reduces
trash and helps the budget
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Trends
• More flavorful food
• Increased take-out meals
• Increased food safety and sanitation
• Guests becoming more sophisticated
• More food court restaurants
• Steak houses becoming more popular
• Segments splitting into tiers
• Twin and multi-restaurant locations
• Quick-service restaurants in convenience stores
• The economy beginning to pick up
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
The End
Introduction to Hospitality, 6e and Introduction to
Hospitality Management, 4e - Walker
© 2013 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved