Chapter 6 Front and Back of-the-House. Oversees the operations of the entire business and facility Often referred to as the G.M. Everyone reports to him and he reports to the owner He hires and fires He supervises. General Manager.
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Chapter 6 Front and Back of-the-House
Oversees the operations of the entire business and facility Often referred to as the G.M. Everyone reports to him and he reports to the owner He hires and fires He supervises General Manager
What would be some necessary personal characteristics of a good General Manager?
Organization • Inner-personal communication skills • Self motivated • Empowers the employees beneath him • Good with numbers and math (profit analysis)
Fair and impartial • Good supervisor • Imaginative and innovative • Reliable • A wide range of experience • Good at assessing applicants and hiring good employees
Front-of-the-House Functions A. Welcome and Seating B. Beginning of Sales C. Taking Orders 1. Taking Orders 2. Transmitting Orders to the Kitchen 3. Order is check by Expediter 4. Order is retrieved and served 5. Bill is presented 6. Table is bussed and reset
Front-of-the-House Staff A. Restaurant Manager B. Host or Hostess C. Servers D. Expediter D. Bussers E. Cashiers G. Bartenders
Back-of-the-House Functions Taking Orders 1. Orders is transmitted to the Kitchen 2. Order is prepared 3. Order is Checked at Expo window 4. Order is retrieved by server 5. Order is served to customer
Back-of-the-House Staff A. Kitchen Manager 1. Executive Chef 2. Sous-Chef (2nd in command) 3. Food preparers: chefs and cooks 4. Expediter 5. Steward – in charge of all dinnerware, glassware and flatware 6. Dishwasher
Restaurant Organization B-O-T-H F-O-T-H
Front-of-the-House Functions • Seating is the process of finding seats for customers in a restaurant; this is usually done by a host or hostess. • Call Ahead Seating (priority seating) serves to reduce long waits for a table • When guests are seated “first come, first served” it is known as “open seating”
“Reservations” are a promise to hold a table for a specific # of people for a particular date and time. • Reservations are usually held for 15 minutes past the set arrival time. • The process of taking a reservation is known as “booking a reservation.”
Some advantages of having a reservation are… • the guests know the table is ready when they arrive • the restaurant knows how many guests they will have and when they will arrive
Some disadvantages are… • Reservations can only be held for a certain length of time (about 15 min) • Guests may not show up for that reservation and as a result the restaurant may loose money.
Overbooking is when restaurants make more reservations than there are available tables. • Residence time is the time it takes a party to eat a complete meal. (Appetizer, Beverage, Main Course, and Dessert)
Reservation is made Guests arrive and have 1st Impression Guests are seated Server greets & obtains drink orders FRONT–OF-THE-HOUSE ACTIVITIES Guests study the menu Guest place orders with server Order is transmitted to kitchen
Sales • Servers use “suggestive selling” or “Upselling” when taking the guests’ food order • Suggestive selling is recommending menu items that the guest might like.
Upselling • Increases overall sales and tips • Ordering Drinks and Desserts increase sales as well
Transmitting orders to the kitchen is a multi- step process A computerized system that takes the order and transmits it to the kitchen is called Point of Sales system (POS).
POS Systems • Records an order and the time & place (table number) where the order is taken • Records the server’s name/number • Keeps inventory for kitchen managers • Some POS systems have wireless handheld units, the servers can immediately enter the order into the POS
POS Systems • More efficient than handwriting orders • Improves accuracy with orders • Can calculate the guest’s check • Can alert the staff when items are “sold out!” • Can process credit cards for payment • Can keep track of employee schedules and earnings/payroll • Can keep track of Frequent Diner Programs
Order is received Order is prepared Order is placed on expo window and checked by Expediter BACK-OF-THE-HOUSE ACTIVITIES
Preparing Orders • Culinary means relating to the kitchen and cooking • The parts of an order are prepared at different times depending on how long each takes to cook
Checking Orders • The Expediter, a member of the culinary team, usually checks the orders but in some restaurants the server does the checking.
Retrieving Orders • The “Pass-through window” or “Expo window” is an area equipped with heat lamps to keep food hot until checked and served
Order is served to guest Server checks with guests after the first few bites Guests are offered dessert More Front of the House Activities Bill is presented and paid Guests are thanked and leave Table is cleared and bussed
Serving • Quality service is the primary responsibility of the front-of-the-house staff • Quality service means the guest should never have to ask for anything
Server Notification Systems • A bell • A neon number board where numbers light up and each server is assigned a number • A wireless system of notification – when the order is ready the chef enters the servers code into the system and it pages the server
Bussing Bussing consists of… • setting the place settings on the table. • clearing the dirty dishes AND… • assisting the servers
Payment • Payment can be made in many different ways. • Some restaurants have a separate cashiers desk where guests bring the checks to pay. • Others have the guest bill placed in a folder and the server conducts the payment transaction
The Back-of-the-House is usually referred to as the “heart of the house”. It is the kitchen, receiving & storage areas, and business offices.
7 Functions of Back of the House • Food production • Purchasing and receiving • Marketing and sales • Human resources • Accounting • Security • Engineering and maintenance.
Back of the House Staff Executive Chef can also be the Kitchen Manager in a restaurant A Corporate Executive Chef presides over the multiple restaurants and performs duties for all restaurants such as menu design, item pricing, etc. Kitchen Managers work under Corporate Executive Chefs
9 Responsibilities of the Kitchen Manager • Coordinate kitchen activities • Direct the kitchen staffs’ training and work • Plan menus • Create recipes • Set and enforce nutrition requirements • Purchase food items and equipment
More responsibilities • Set and enforces safety and sanitation standards • Participate in the preparation and presentation of menu items • Ensure the quality standards are maintained
Sous Chef • The second in command of kitchen; “sous” means under • His primary responsibility is to make sure the food is prepared correctly, portioned, garnished, and presented as the executive chef wishes
Are you a chef or a cook? • A Chef is a professional cook. • A Cook is a person who prepares food for eating.
Stewards & Dishwashers • Stewards supervise dishwashers • Stewards are responsible for the purchasing, receiving and maintenance of all dinnerware (plates, etc.), glassware (beverage glasses), and flatware (eating utensils) • The steward and dishwasher are both responsible for the cleanliness and sanitation of all equipment and utensils