General Manager Oversees the operations of the

General Manager • 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

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 nd 2. Sous-Chef (2 in command) 3. Food preparers: chefs and cooks 4. Expediter 5. Steward – in charge of all dinnerware, glassware and flatware 6. Dishwasher

General Manager Restaurant Manager Assisstant Manager Sous-Chef Servers Bussers Host or Hostess Cashiers Executive Chefs or Cooks Steward Dishwashers

• 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 t 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 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 1 st Impression Guests are seated FRONT–OF-THE-HOUSE ACTIVITIES Order is transmitted to kitchen Server greets & obtains drink orders Guests study the menu Guest place orders with server

• 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 orde and transmits it to the kitchen is called Po 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 BACK-OF-THE-HOUSE ACTIVITIES Order is placed on expo window and checked by Expediter

• 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

• The Expediter, a member of the culinary team, usually checks the orders but in some restaurants the server does the checking.

• • 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 Table is cleared and bussed Bill is presented and paid Guests are thanked and leave

• 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 consists of… – setting the place settings on the table. – clearing the dirty dishes AND… – assisting the servers

• 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.

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 th 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