1、Lesson Eight Restaurant Management v1.Customersv2.Business Volumev3.Product,cuisinev4.Business Classificationv5.Types of Business,business risks,employment v6.Organizational Structure of Restaurant v7.Stakeholders v8.Business Approaches CustomersvMillions of people are away from their homes every da
2、y either by necessity or by choice.The restaurant and catering business has developed to feed this huge number of people.transients,factory workers,school children,military personnel,travelers,people out to have a good timeBusiness Volume vThe restaurant and catering business is one of the largest a
3、nd fastest-growing industries in the world.vThose who eat away from home spend vast sums of money for restaurant or catered meals.vIt depends heavily on tourists for sales.vAn improving economy and continued growth in disposable personal income will be the catalysts to propel the restaurant industry
4、 into the year of real growth.Product vRestaurants and caterers provide both a service and a product.feeding an individual who is not eating at home.the meal vRestaurants offer their service and product at a fixed location.vThe catering business is a mobile one providing food service either for spec
5、ial occasions or for places where meals are usually not prepared.vRestaurants fulfill the customers immediate convenience;taste and style of cooking and eating are fulfilled by cuisine.Business Classification v1)Types of Restaurants:The gourmet restaurant The family-type restaurant The specialty res
6、taurant(offers a limited variety or style of food)The convenience restaurant serves customers who want to eat in a hurry and are most interested in fast service,cleanliness,and low price.n.美食家；能品尝食物和美酒的行家v2).Types of Services table service counter service self-service carry-out or take-awayTypes of
7、Business vIn every price range and every cuisine countless restaurants around the world are independently-owned and often owner-operated.vIt appeals to those who want the risks and satisfactions of self-employment.vRisks include:1)lack of experience,2)poor location,3)too much competition,4)poor merc
8、handising.Restaurant must make a special statement to the customer if he or she is to return.vEmployment The restaurant and catering industry employs literally millions of people throughout the world.Foodservice is labor intensive which means it employs a high proportion of workers in relation to th
9、e number of people it serves.vEvery restaurant customer can see:the maitre dhotel(餐厅领班)captain,or hostess the waiters and waitresses the bussers(set and clear the table).take orders and bring foodvThere are many others who work behind the scenes:salad-makers bakers,chefs potwashers,cooks food purvey
10、ors furnishes provisions,especially food Organizational Structure of Restaurant v1.Front of the House v2.Back of the House v3.Office Front of the HousevThe front of the house is the part of the operation everyone is familiar with because they can see it.vIt is an operating system,a business place,a
11、social stage setting.vThe key responsibility of the front of the house is guest satisfaction,with particular emphasis on personal service.vkind of service that should be delivered according what the guest wants and expects.vIn a fast-food restaurant,guests expect economy and speedy service at the co
12、unter and self-service.It is emphasis on speed and economy,the guest expect a friendly greeting,accuracy in order filling,and a cheerful willingness to handle any problems that occur.vIn mid-scale restaurants,the table service provided raises the level of interaction with the guest.speed of service
13、is still expected.And a success of the guests experience is more dependent on the servers personal style.vIn fine dining,because fine dining implies a leisurely meal,so speed is not always as important as the timely arrival of courses,that is,when the guest is ready.The higher price the guest pays r
14、aises the level of service they expect.vService is the most obvious job of the front of the house,those who work there share in the responsibility for a quality food product.vPeople in the front of the house,therefore,need to be ready to deal with complaints.It means food isnt left to get cold(or ba
15、ked dry under heat lamps)at a kitchen pickup station.It requires at least two things:vFirst,must be a willingness to listen sympathetically to a guests complaint.vSecond,a system of operation must be in place that permits the server or a supervisor to correct any error promptly and cheerfully.vIn ot
16、her words,employees must be empowered to satisfy guests needs.vCustomers represent potential future sales and powerful word-of-mouth advertising.vControl aspects of the operation that are important involve check control and cash control.Guest check control being sure that every order taken is on a g
17、uest check.person can not steal,extreme vigilance is called for in controlling cash.vthe kinds of tasks performed in the front of the house:Greeting the guest Taking the order Serving the food Removing used tableware Accepting payment and accounting for sales,charge as well as cash Thanking the gues
18、t and inviting comments and return businessvThe tasks are performed quite differently in different levels of restaurants.vServers are generally assigned to a specific group of tables called a station.the service staffs personal appearance and manner are a part of the guests experience.vThe front of
19、the house supervision is ideally exercised by the senior manager on duty.Most managers should be expected to devote the majority of their time to the front of the house during meal hours to see to that guests are served well.vIn addition to supervising service,managers in the front of the house have
20、 responsibility for supervising cleaning staff,cashiers,and for opening and closing procedures in the restaurant(sometimes discharged by a lead employee).Back of the House vIt is like a factory.Assembly plants while others manufacture goods from raw materials.where food is simply finished and plated
21、 by kitchen staff.vThe principal responsibility of the back of the house is:the quality of food Sanitation cost control with respect to food,labor vBecause prompt,timely service is dependent on being able to get the food out of the kitchen on time,so the kitchen has a major responsibility in service
22、.vStandardized recipes and carefully thought-out procedures will produce food that has the correct ingredients to ensure both quality and cost if properly planned.vAn important dimension of cost control is portion control.Portions should be the same for every guest at every visit.vLabor cost control
23、 is an important element in planning ware washing.Because detergent is a commodity that restaurants use in large quantity,costs of supplies are a significant concern.vQuality work,which relates not only to the workers performance but to adequate water temperatures and soap solutions,is absolutely es
24、sential.vCleanup work is important in restaurant,because it relates to sanitation,back-of-the-house cleanup is especially significant.vCooks come in varying skill levels.In fine dining,cooking is generally done by people with professional chefs credentials,received only after serving a lengthy appre
25、nticeship.Whatever the skill level,it is really crucial to the success of the operation that this work be done well.vAn important role we havent touched on yet is that of the receiver.He/she responsible for accepting shipments to the restaurant and checking them for accuracy in weight or count as we
26、ll as quality.Office vThe office staff handles correspondence,phone calls,and other office routines.vThey also keeping the books.Very often the secretary/office manager is responsible for filling out forms that serve as the basis for the more formal reports.vA key point is that managers act as a tea
27、m to give direction to the unit,to maintain standards(quality and cost),and to secure the best possible experience for their guests.Stakeholders vRestaurants have three basic stakeholders:the customer the employees,who seek a good place to work and a decent living.the owners who need some reward for
28、 their effort and risk.Profit fulfills vital roles in a business.Business Approaches vThere are two basic approaches to increasing profit.One is to increase sales,the other is to reduce costs.vMost commonly,operators try to do both to the limits of what will make sense for the other stakeholders.Res
29、taurantvIt is a commercial establishment where meals can be bought and eaten.It serves prepared food and beverages to be consumed on the premises.CateringvIt is the business of providing food service at a remote site.raising salesv The two basic approaches are sell to more people or sell more to your present customers.Suggestive selling is another effective technique for raising sales.reducing costsvIt is a careful review of the operation to find places where waste can be reduced without loss of quality.
