What are some examples of Noncommercial Food Service Operations?

• Business Organizations
• Healthcare (hospitals, nursing homes)
• Educational Institutions (public & private)
• Private Clubs (country clubs; golf)
• Leisure & Rec Operations (bowling alleys)
• Transportation Companies (airplanes, trains, ships)

What is the purpose of a hotel restaurant and their characteristics?

They are an integral part of the profit plan at many properties.

Prime space such as lobby/atrium are often allocated to F&B. 

Experienced chefs, high-quality food & beverage products have helped create a positive image.

Advantages of Chain Restaurants

• readily acquire cash, credit, and long-term leases
• afford to make more mistakes; ability to experiment
• afford staff specialists 
• generate internal fianancial info that can be used as a basis of comparison among properties 

Disadvantages of Chain Restaurants

• difficult to keep up with changing markets & economic conditions
• as grow; lrg amount of paperwork, rules, & procedures can slow them down
• top mgmt may lose motivation to keep up, and what is best for the company might now always receive the highest priority 

1. Franchise
2. Franchisee
3. Franchisor

1. a special type of operation in which a facility owner pays fees to a franchisor in exchange for the right to use the name, building design, & business methods
2. someone who owns a property & building & purchases the right to use a brand name for a specified period of time & at an agreed upon price
3. someone who owns & manages a brand & sells the right to use the brand name

Food Service Trends

Commerical

Quick-Service

Casual Dining

Convenience Stores

Restaurants

• home meal replacements continue to increase; ready-to-eat or ready-to-heat; supermarkets close-to-the-door for guests on the go
• new food & higher quality items; more creative marketing strategies
• more entertainment; total entertainment experience for guests
• co-branding; share space w/ a well-known quick-service brand
• comfort foods, ethnic-fusion, and more healthy food choices
• GREEN restaurants more popular; reduce energy usage & minimize waste

What is an organization chart?

What is it purpose?

What accounts for the difference between the organizational structures of small & large operations?

• a diagram showing the relationship among various employee positions in an operation
• they can help you better understand where and how the personnel positions fit into various types of organizations
• # of employees, degrees of specialization, and the # of organizational levels 

What are goals of an organization structure?

achieve objectives

maximize profits, minimize expenses

1. What are top-level managers concerned w/?
2. Middle managers
3. Supervisors (linking pins)

1. long-term plans & goals
2. shorter-term goals; key positions thru which communication flows up & down the organization
3. represent higher levels of mgmt to employees; first level of mgmt; short-term goals such as preparing employee schedules & helpes employees through busy times 

Line managers are...

Staff managers are...

• LINE: have authority within or over one or more revenue generating depts. that directly provide goods & services to guests.
•  STAFF: provide support & advice to line managers; HR managers, controller, purchasing agent

What is a Chief Steward?

Duties?

• managers who typically oversee porters, dishwashers, and related personnel
• perform cleaning tasks to maintain high level of cleanliness & sanitation; janitorial & special cleaning; cleaning & storing china, glass, flatware

Food service compensation and benefits

• competitive; college graduates $40,000+, after 5 yrs. $75,000+
• fast-track operations in quick-service chains can easily become dept. heads w/ incentive plans
• benefit pkgs, health care & retirement plans; include tuition, vacation lodging, & meals-at-work reimbursements
• indirect benefit; geographic preference

What are the 7 basic activities of the Management Process?

1. Planning
2. Organizing
3. Coordinating
4. Staffing
5. Directing
6. Controlling
7. Evaluating

Management Process

What is...

PLANNING

High-level

Intermediate

Lower

the management task of creating goals & objectives & programs of action to reach them.

• executives undertake sequence of planning to help determine F&B operation's goals & the best ways to attain them
• managers develop operational plans to attain short-term goals
• supervisory planning involves day-to-day process of running the operation

Factors in effective planning include:

• Information: must have access to complete information to plan effectively
• Communication: managers at all levels should communicate w/ eachother
• Flexibility: plans should be flexible
• Implementation: plans must be implemented to be effective

Management Process

ORGANIZING

involves establishing the flow of authority & communication among people

• make sure each employee has only one supervisor
• authority to make decisions about using resources should be available at the appropriate level

Management Process

COORDINATING

the management task of assigning work & organizing people & resources to achieve the operation's objectives

• depends of communication; open communication between dept. heads
• delegation important aspect; authority passed down

Management Process

STAFFING

involves recruiting & hiring applicants

• goal is to find the best-qualified employee
• make sure new hires get off to a good start; a well planned orientation program necessary to properly introduce 

Managment Process

DIRECTING

task of supervising, scheduling, & disciplining employees. Supervising includes such functions as training & motivating employees.

**when supervising, managers should know how to motivate, inspire cooperation, give orders, and bring out the best in people;  treat employees the way they would want their own boss to treat them

**find ways to mesh organizational goals w/ employees' goals
**scheduling employees effectively is very important
**discipline does not have to equal punishment; discipline is a way to address, correct, and reinforce behavior & help employees become productive members

Management Process

CONTROLLING

task of measuring actual results against expected results; safeguarding the operation's property & income

• begins w/ establishing a budget
• develop control systems to alert problems to them on a timely basis

Management Process

EVALUATING

task that involves determining the extent to which planned goals are achieved

1. review operation's progress toward achieving overall goals

2. measure employee performance

3. assess effectiveness of training programs

• must continually evaluate 
• awareness of problem first step toward solving it
• managers must also evaluate themselves & their own performance

Managing for guests is challenging because...

What are the steps to making sure the guest is satisfied?

no two guests are the same!

1. address their needs by providing them w/ a clean, safe place to eat.

2. determine what guests want & need when they visit the operation.

3. once needs are determined, managers must try to meet them to build a loyal guest base that will ensure the continued success of the operation 

What is the main responsibility of a Hospitality Manager?

• first provide products & services that guests will enjoy
• train & supervise the staff to provide these products & services in a hospitable way that will encourage guest to return
• be a friendly manager who has concern for guests & who serves as an excellet role model, promoting an attitude of hospitality in the employees

What is a feasibility study?

When should it be performed?

a form of market research that analyzes the possible site, relevant demographic statistics, probable competitors, & projected financial success of a proposed food service operation.

before a proposed food service operation is constructed or an existing facility is purchased or leased.

What is a property analysis?

What is it used for?

a written, unbiased apprasial of a food service operation's production & service areas, products, & services.

to assess strengths & weaknesses of the operation

IMPORTANT to think about the property from the guest's perspective.

What is Competition Analysis?

should cover same categories listed in feasibility study

actually experience what the competition has to offer

visit competitor's operations at a variety of times

Purpose of Target Markets:

impossible to be all things to all people

identify which major markets operation already appeals to, then can devote marketing efforts to maintaining & increasing number of guests from those markets before trying to attract new ones. 

The focus of internal selling is...

Types of internal selling include...

any effort made to increase revenue from guests who are already visiting the operation. service & other guest-contact employees often can generate additional sales & repeat business.

suggestive selling, internal mercahndising, & special promotions

Billboard advertising is a type of outdoor advertising.

Advantages

Disadvantages

ADVANTAGES

Low cost, long life span, broad reach

DISADVANTAGES

Limited message length, waste coverage, zoning laws

Newspaper advertising is often attractive.  People of all ages, races, occupations, & income levels read newspapers. 

Advantages

Disadvantages

ADVANTAGES

ads placed quickly, run for varying times, easy to cancel or repeat, flexible positioning

DISADVANTAGES

readers typically skim through pages, poor quality of newsprint

Radio Advertising

• potentially saturate an entire area & cost little to produce
• produce quickly & used almost immediately
• can be targeted to reach ppl w/in convenient driving distance of property
• extremely short life span
• useful only for messages advertising events scheduled in near future

Television Advertising

• provide extensive coverage
• can choose shows & times that appeal to an audience that matches one or more of its target markets
• high cost is a major disadvantage
• can require months of lead time
• short life span

Guest Comment Cards

excellent source of info helpful in planning menus & developing promos

help mgmt with pricing decisions and provide clues about markets still untapped

Internet Advertising

• establishes direct links to guests & potential guests
• enroll visitors in frequent diner programs
• develops a more one-on-one guest relationship
• provide incentives to keep coming back to website
• banner ads on internet pages

What is "third screen" advertising?

cell phone media

What is...

Public Relations

Publicity

Public Relations:  process of communicating favorable info about a food service operation to the public in order to create a positive impression (charity work)

Publicity:  free media coverage of a food service operation, its staff, or special property events

What types of advertising do noncommerical food service operations use?

prepared menus

printed newsletters

brochures

What are the 6 basic nutrients?

Proteins

Carbs

Fats

Vitamins

Minerals

Water

What are carbs?

Examples...

supply energy; main source of fuel used for digestion & respiration; help maintain proper body temp & eliminate need for body to use protein as energy source

starches, sugars, & cellulose

What nutrient is the best source of energy?

Carbohydrates

2 basic categories of vitamins:

1. Fat-soluble

2. Water-soluble

1. absorbed into the body where they are stored & used as needed

2. absorbed into bloodstream but are not generally stored in the body

1. What is a calorie?

2. What is saturated fat?

3. Unsaturated fat?

1. a measure of the energy contained in food

2. contain much hydrogen & solid at room temp

3. contain little hydrogen & liquid at room temp

RDAs stand for...

The function of it is...

Recommended Dietary Allowances

establish amounts of essential nutrients that experts believe to be adequate for the nutritional needs of most healthy people

What are some ways nutrients can be lost during preparation of food?

Cleaning & trimming

Oxidation

Light

Heat

Water 

Misuse of ingredients

Examples of fat subtitutions in:

Cooking

Baking

Broil instead of sauteeing

reduce fat by 1/3 to 1/2; use applesauce 

What is the LEAN Act of 2009?

LEAN stands for?

Purpose?

if passed would require chain restaurants w/ more than 20 units to provide detailed nutrition information using a uniform national standard

Labeling Education and Nutrition

to ensure that restaurants provide detailed written info to consumers in a consistent, convenient manner

Low cholesterol options include..

skim milk

egg whites

good cholesterol spreads instead of butter

Menu Pricing Styles

1. Table d hote

2. a la carte

1. complete meal for one price

2. food & beverage items listed & priced separately

Menu Schedules

1. Fixed

2. Cycle

1. single menu used daily, or a menu for each meal period

2. one that changes every day for a certain period of days; when the period ends, the cycle repeats

Dinner is the main meal of the day for most people.  What would a typical dinner menu consist of?

offer a variety of selections

steaks, roasts, chicken, seafood, & pasta dishes

wines, cocktails, & exotic desserts

Where would you locate a drink listing for a restaurant?

How should alcoholic beverages be listed?

either a separate alcoholic beverage menu or included on the regular menu

**if on regular menu, drink list should come before food so guests desiring to drink before ordering meal have necessary info.**

should list alcoholic beverages in large, readable type, with brand names & prices included.

Room service usually offers a limited number of menu items, why?

What do they usually offer?

b/c it is difficult to offer high-quality food that doesn't deteriorate during delivery from the production area to the guest's room

selected items from the hotel's regular menu or feature items not on the regular menu

What is a California menu?

 offer breakfast, lunch, & dinner items on one menu, with all items available at any time of day

Desserts are typically...

high-profit items

In what order should menu items appear on the menu?

appetizers & soups

entrees

desserts

the placement of side orders, salads, sandwichs, bevs, so on, will depend on the operation & meal period

Menu format is...

refers to a menu's size, shape, & general makeup

make adjustments as necessary

too much, reduce; too little, add more

Menu Balance

1. Business

2. Aesthetic

3. Nutritional

1. the relationship between food costs, menu selling prices, the popularity of items, & other financial & marketing considerations

2. refers to the degree to which meals have been constructed w/ concern about the colors, textures, & flavor of foods

3. the degree to which the menu offers a variety of foods in the basic food groups

1. What is Menu Mix?

2.Define Contribution Margin

1. relates the sales of a particular menu item to the total # of menu items sold

2. contribution margin of a menu item is calculated by subtracting its food costs from its selling price.  an items contribution margin is categorized as either high or low by comparing it w/ the contribution margin of all items on the menu 

1. Stars

2. Plowhorses

3. Puzzles

4. Dogs

1. high in both popularity & contribution margin (retain)

2. high in popularity, low in contribution (reprice)

3. low in popularity, high in contribution (reposition)

4. low in both popularity & contribution (remove)

What is a standard recipe?

a formula for producing a food or bev item

it specifies the required quantity of each ingredient, preparation procedures, portion size & portioning equipment, garnish, & any other info necessary to prepare the item.

What is the single most important advantage of using standard recipes?

Other Advantages...

CONSISTENCY

efficient purchasing

less likely to have too many or too few

effectively schedule food production employees & equip

less supervision required

if ill other employees can still produce item

1. Ingredient file

2. Standard recipe file 

3. Menu item file

 1.  contains important data about each purchased ingredient, including purchase unit, issue unit, & recipe unit

2. contain recipes for all menu items

3. contains info related to menu items tracked by POS system; recipe code #, selling price, ingredient quantities for inventory reporting, and sales totals (by unit); contains data for all meal periods & menu items sold

1. Adjustment Factor

2. Portion Cost

1. the number by which the amount of each ingredient in a standard recipe is multiplied to increase or decrease the recipe's yield

new yield / old yield = adj. factor

2. the standard food cost for an item that is sold as a single menu selection; indicates cost incurred by preparing one portion of the menu item according to its standard recipe.

sum of recipe's ingredient cost / # of portions recipe yields = portion cost

Pricing Methods

1. reasonable-price

2. highest-price

3. loss-leader

4. intuitive-price

1. uses a price that the food service manager thinks will represent a value to the guest

2. manager sets the highest price that he/she thinks guest are willing to pay

3. an unusually low price is set for an item. assume guests will visit to purchase & will then select other items as well

4. set by intuition, manager takes little more than a wild guess about the selling price

List some ways to reduce inventory cost

• carry a smaller amount of inventory
• be sure that required levels are correct
• decrease the # of product types the operation carries
• refuse to accept early deliveries

Goals of a purchasing program include...

Buying the right product

Obtaining the right quantity

Paying the right price

Dealing with the right supplier

How do you determine the quality of a product for purchasing?

quality level necessary for a particular product is determined in part by the product's intended use

When should you weigh food products that are sold by weight?

Upon receiving; compare to delivery invoice to make sure weights match

What are the proper temps to store food:

1. Fridge

2. Dry Storage

3. Freezer

1. 41*F or lower

2. between 50*F and 70*F

3. kept below 0*F

What are some ways to prevent F&B theft?

• lockable storage areas
• precious storage; very expensive items kept locked in special cabinets
• limited access; managers should allow only authorized personnel to enter
• effective inventory control procedures; perpetual inventory
• central inventory control; end of shift items returned
• secure design
• lighting & monitoring; adequate lighting & cameras

What is a par level for inventory?

• the minimum amount of a product that should always be in inventory
• par level equals the lead-time quantity plus the safety stock level of any given product

The process of just-in-time (JIT) inventory is to what..

1. reduces the need for:

2. decreases loss due to..

3. free funds from being tied up in..

keep only emergency quantities of products on hand & ordering & receiving the majority of food & beverages "just in time" to issue & use them

1. extensive storage space

2. spoilage & pilferage

3. storing unnecessary inventory

Describe prime supplier inventory

the prime supplier might establish a miniwarehouse that it staffs w/ supplier personnel

in place, a food operation needs a formal issusing system less, since almost all products delivered on a specific date will be used on that date

1. What do operations use sales history records for?

2. What do they indicate?

3. How are they generated & what do they recap?

1. to estimate production needs for the upcoming week

2. indicate for each date the total meals served, the # of portions of some or all menu items served, the weather, & special events/activities

3. by POS system; recaps sales of apps for one week

1. How are fruits & vegetables available year round?

2. What is blanching & why is it done?

1. due to diverse climates in the U.S. & because technology has improved storage & transportation systems

2. a form of boiling; submerged in boiling water for a short time; used when preparing for freezing, makes skins easier for removal, preliminary process in cooking

1. What is connective tissue?

2. What are the 2 types?

1. holds muscle together & determines tenderness of meat; type of collagen determines cooking method

2. collagen (white) breaks down into gelatin when heated

elastin (yellow) does not break down when heated

Describe:

1. Roasting

2. Braising

3. Simmering

1. in oven (dry-heat); placed on rack in roasting pan w/ fat side up so meat can baste itself

2. meat first browned in small amt of fat, then cooked slowly in a small amt of liquid in a covered cooking container

3. meat cooked in a small amt of water or broth in covered pan til tender; temp below boiling

What is the nutrient value of fish?

quite high; good source of minerals & protein & a good alternative to meat protein

fish w/ high fat content is a good source of vitamins

fat content ranges from less than 1% (cod) to more than 25% (salmon)

Principles when cooking with...

1. Cheese

2. Milk

1. heat as low as possible; get tough/rubbery if overheated; cheddar most popular used in cooking, chopped or grated before adding

2. prevent curdling; heat as low as possible

prevent scorching; heat in dbl boiler

no salt til served

**low heat & frequent stirring**

Leavening agents in...

1. Cooking

2. Baking

1. involve incorporating gases into a product to increase product's volume & make it lighter; i.e. egg whites

2. used to make dough light & porous;

*air incorporated by beating eggs or creaming fat & sugar

*carbon dioxide created by yeast on sugar

*CO2 produced using baking soda w/ water

*Baking powder is popular

Preparing Coffee & Cleaning Coffeemaker

Fresh cold water, brewed @ proper temp (185*F) NEVER allow to boil, held no longer than an hour

should be rinsed after each use & cleaned regularly according to manufacturer's instructions

Ways to save water in restaurants...

1. serve water to guests only upon request

2. thaw frozen food in fridge

3. wash vegs in a basin of water rather than running

4. repair leaking kitchen sinks

5. reduce hot water temp

6. install low-flow faucet spray valves

Describe these types of service

1. Plate (American)

2. Family-Style (English)

3. Cart (French)

4. Platter (Russian)

1. most frequently used in U.S.; take order, give to BOH, bring plate to table

2.quantities of food placed in bowls/platters & brought to table (like @ home); guest help themselves

3. dining ft. gourmet foods & elegant atmosphere; food partly or completely prepared at tableside

4. BOH portion & arrange food attractively on platters

The primary goal of any type of food or beverage service is...

to provide an enjoyable experience for guests by meeting or exceeding their expectations

1. Standard Operating Procedures (SOPs) help provide consistency because...

2. Performance standards that are measurable & observable should be...

3. Doing this help managers & employees...

1. they detail exactly what must be done & how it should be done. Consistently producing & serving quality products is a MUST for sustained success.

2. tied to each operating procedure

3. determine whether procedures are being performed correctly 

1. A food server station is what...

2. When are they assigned?

3. # of tables assigned depends on..

1. a specified # of tables in a specified location for which a server is responsible

2. before the dining room opens 

3. # of seats, type of service style, expected turnover, whether servers being trained during shift, distance to kitchen & bar, variety of menu items, # servers scheduled

Alcohol Equivalencies

12oz beer = 4oz wine = 1.25oz liquor (80) = 1oz (100) 

Procedures that can help reduce the possibility of a troublesome confrontation:

• alert backup
• remove alcohol from guest's sight & reach
• be nonjudgmental
• be firm
• minimize confrontation
• remind intoxicated guests driving dangerous, suggest alternate transportation
• keep personal record of incident

Open check file

maintains current data for all open guest checks (those for which guests have not yet paid)

Order entry devices include...

1. Preset key

2. Price look-up key

3. Modifier key

4. Function key

keyboards, touchscreen terminals, magnetic strip readers, & handheld terminals

1. maintain price, descrip, dept, tax, and inventory status of a designated menu item

2. like preset but requires user to identify menu item by its reference code #

3. used w/ preset & price look-up to detail prep instruc. for food prod. areas or to alter prices based on designated portion sizes

4. assist user in processing transactions; important for error correction, price alteration, & proper cash handling

1. Settlement keys

2. numeric keypad

1. used to record the methods by accts are settled: cash, credit, hse acct, charge transfer to the guest's folio (in a hotel), or other payment method

2. set of keys used to ring up menu items by price, access price lookup data by menu item code #, access open guest chk accts by serial #, & perform other data entry operations

What is shopper services?

Why are they used?

a service that provides a shopper who poses as a guest to observe the beverage operation

primarily for detecting bartender theft 

What do you need to know to effectively sell beverages?

• what drinks are available
• drink ingredients & preparation methods
• how to make suggestions
• which wines to suggest with menu items
• how to present, open & serve wine & champagne

When should garbage pickups be scheduled?

What are some typical kitchen cleaning schedules?

should be several times a week; more frequent for high-volume and during warm weather

should be done when the least amount of food is exposed; make lists of who needs to clean what

Potentially hazardous foods should be thawed in one of the following ways:

1. in refridgerated units

2. under running water @ 70*F or lower

3. microwave oven if immediately transferred to other cooking equipment

4. as part of cooking process (stks charbroiled from frozen)

FIFO

HACCP

MSDS

First In, First Out

Hazard Analysis Critical Control Point

Material Safety Data Sheets

The following precautions can help lessen the danger of fire:

1. properly clean & maintain cooking equip. & exhaust hoods/filters

2. limit smoking to restricted areas

3. adequate fire extinguishing equip. available

4. use specialized detection devices

5. use automatic sprinkler systems

An accident investigation should:

1. asses what happened

2. determine why

3. suggest what needs to be done to prevent

4. follow up

IMPORTANT manager see all reports & follow up to ensure that preventive action has been taken

A facility's construction or remodeling should address the following goals:

• best price possible
• appeal to guests & employees
• max return on investment
• efficient flow of ppl & products within facility, equip well placed
• provide safe working space
• consider food safety concerns & regulations
• maintenance costs low

Determinants of equipment & space needs:

the menu is the primary factor in dictating needs

employee skills and the variety & volume of food/bev the operation produces

Kitchen redesign plans should address serveral concerns, including:

1. Physical fatigue

2. Noise

3. Lighting

4. Temperature

5. Government safety codes

What is work flow?

Layouts:

traffic patterns employees create as they go about their work

L-shape (bakeshop)

Straight-line (pots & pans)

U-shaped (dishwashing work area)

Parallel (frying station)

Size of all areas of a restaurants

1. Receiving & storage areas

2. Dining Room

1. large enough to handle all items ordinarily received

2. must match with the kitchen's production capacity

When to implement "green" changes in a facility?

during planning for initial construction or extensive remodeling

1. Uniform system of accounts:

2. Income statement

3. Balance sheet

1. serves as a turnkey accting system b/c it can be quickly adapted to the needs & requirements of new & expanding food service businesses

2. provides important financial info regarding the results of operations for a stated period of time, usually a month

3. reports the financial position of a food service operation on a specific date by showing its assests, liabilities, and equity

1. Current assets

2. Noncurrent assets

3. Ratios are what?

1. are those assets that are cash or convertible to cash within 12 months of the balance sheet date

2. all other items 

3. a mathematical relationship between 2 figures. generate new information. help make financial statement info more meaningful, informative, & useful

Food Cost % equation:

Fundamental accting equation

1. Food Cost Percentage = Cost of Sales (food)

                                     Food Revenue

2. Assets = Liabilities + Equity

1. Accts payable software

2. Accts receivable software

3. Payroll accting software

4. General ledger software

1. refers to liabilities incurred for food, supplies, equipment, or other goods & services purchased on acct

2. obligations owed to the property from sales made on credit

3. maintains employee master file, calculates gross & net pay for salaried & hrly employees, produce paychecks, prepares payroll tax registers & reports

4. lists financial statement accts & acct #s used by the food service operation