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Successful Management in Foodservice Operations
An Overview
David K. Hayes (Author), Jack D. Ninemeier (Author)
9781394208494, Wiley
Paperback / softback, published 11 June 2024
368 pages
22.6 x 15 x 1.8 cm, 0.408 kg
Comprehensive resource covering key ‘need-to-know’ aspects of how to run a food service operation, with unique perspective from restaurant managers Successful Management in Foodservice Operations is a single volume book addressing the overall operation of a successful food service business, including planning for success, ensuring excellence in production and service, and generating optimal levels of operating profits. The purpose of this book is to teach foodservice operators what they must know, and do, in order to achieve their own definitions of success. The book covers the major changes to food delivery processes and systems forced by the COVID pandemic, changes to the Uniform System of Accounts for Restaurants (USAR), flexibility of employee management due to COVID-enforced changes, and more. Each chapter ends with features to enable reader comprehension and practical application of concepts. These include: ‘A Manager’s 10-Point Effectiveness Checklist’ offering ideas for management actions, and mini-case studies entitled ‘What Would You Do?’ with suggested answers. Successful Management in Foodservice Operations also discusses: Successful Management in Foodservice Operations is an authoritative, accessible, up-to-date, and easy-to-understand reference for introductory students in programs of study related to hospitality management and food service operations. It also appeals to individuals interested in running their own restaurant or other type of foodservice operation. Part of Wiley’s Foodservice Operations: The Essentials series.
Preface ix Acknowledgments xiii Dedication xv 1 The Operator’s Role in Successful Foodservice Management 1 Keys to Success in Foodservice Operations 3 Serving High-quality Products 4 Providing High-quality Service 6 Generating Optimal Levels of Operating Profits 9 Foodservice Operators’ Essential Tasks 11 Planning 12 Organizing 12 Directing and Leading 13 Controlling 13 Evaluating 13 Serving Food Safely 14 Serving Nutritious Food 17 Nutrition Essentials for Back-of-House Staff 19 Nutrition Essentials for Front-of-House Staff 20 2 Accounting and Financial Management in Foodservice Operations 26 Professional Accounting 28 Accounting for Successful Financial Management 28 The Mechanics of Accounting 30 Summary Accounting 31 Financial Analysis 33 The Uniform System of Accounts for Restaurants (USAR) 34 Sales (Revenue) 39 Total Cost of Sales 41 Total Labor 42 Prime Cost 43 Other Controllable Expenses 43 Noncontrollable Expenses 45 Profits (Income) 48 3 Successful Marketing in Foodservice Operations 56 The Importance of Successful Marketing 57 The 4 Ps of Marketing 58 Product 58 Place 60 Price 60 Promotion 61 The Importance of Target Markets 63 Why Target Markets Must Be Identified 64 How Target Markets Can Be Identified 65 How to Identify the Needs of a Target Market 68 Marketing Plans 71 Creating the Marketing Plan 73 Implementing the Marketing Plan 77 Evaluating Marketing Plan Results 79 4 Web-Based Marketing on Proprietary Sites 83 Choosing the Primary Domain Name 84 Choosing the Website Host 87 The Proprietary Website 90 Website Design 92 Website Content 94 Website Traffic Tracking 98 Search Engine Optimization 99 How Search Engines Work 99 Choosing Keywords and Phrases 100 Social Media Sites 102 5 Web- Based Marketing on Third- Party Operated Sites 107 Marketing on Third-Party-Operated Websites 108 Partnering with Third-Party Delivery Apps 115 Advantages of Third-Party Delivery App Partnerships 115 Disadvantages of Third-Party Delivery App Partnerships 117 Importance of User-Generated Content (UGC) Sites 120 Improving Scores on User-Generated Content (UGC) Review Sites 121 Increasing the Number of User Reviews 122 Increasing the Scores on User Reviews 124 Responding to Negative User-Generated Content (UGC) Site Reviews 126 Evaluating Marketing Efforts 128 Assessment of Marketing Strategies 129 Assessment of Marketing Tactics 130 6 Creating and Managing the Menu 136 The Importance of the Menu 137 The Menu as a Communications Tool 138 Types of Menus 138 The Menu Development Team 140 Legal Aspects of Menu Design 141 Creating the Food Menu 143 Identifying Menu Categories 143 Selecting Individual Menu Items 144 Writing Menu Copy 145 Key Factors in Successful Food Menu Design 146 Beer Menus 148 Wine Lists 149 Spirits Menus 150 On-Site Digital Menus 153 On-User Device Digital Menus 154 Choosing Takeaway Menu Items 157 Packaging Takeaway Menu Items 158 Holding Takeaway Menu Items for Pickup or Delivery 159 7 Successful Menu Pricing 164 Pricing Menu Items 165 The Importance of Price 166 The Operator’s View of Price 166 The Guest’s View of Price 167 Factors Affecting Menu Pricing 169 Economic Conditions 170 Local Competition 170 Level of Service 170 Type of Guest 171 Product Quality 171 Unique Alternatives 172 Portion Size 172 Meal Period 174 Location 175 Bundling 175 Methods of Food and Beverage Pricing 177 Cost-based Pricing 177 Contribution Margin-based Pricing 180 Evaluation of Pricing Efforts 183 Menu Modifications 186 8 Successful Employee Staffing and Training 191 Recruiting Team Members 192 Internal Recruiting 197 Traditional External Recruitment Methods 198 Internet-based External Recruitment Methods 199 Choosing Team Members 200 Applications 201 Interviews 204 Pre-employment Testing 205 Background Checks and References 206 Required Documentation for New Team Members 207 Form I-9 (Federal Form) 207 Form W-4 (Federal Form) 208 State and Local Tax Forms 209 Training Team Members 209 Benefits of Training 209 Characteristics of Successful Trainers 211 Steps In Creating Effective Training Programs 212 Evaluation of Training Efforts 216 9 Managing Food and Beverage Production and Service 223 Successful Production Management 224 Managing Food Production 225 Managing Beverage Production 227 Controlling Production Costs 229 The Importance of Standardized Recipes 229 Calculating Cost of Sales 231 Successful Service Management 235 The Guest’s View of Quality Service 236 The Operator’s View of Quality Service 237 Controlling Service Costs 239 On-Site Service 240 Drive-Thru and Off-Site Delivery Service 240 Managing Service Recovery 243 On-Site Service Recovery 244 Off-Site Service Recovery 245 10 Managing the Cost of Labor and Other Foodservice Expense 248 The Importance of Labor Cost Controls 249 Total Labor Costs 250 Factors Affecting Total Labor Costs 251 Assessment of Total Labor Costs 254 Sales per Labor Hour 255 Labor Dollars per Guest Served 257 Labor Cost Percentage 258 The Importance of Controlling Other Operating Expenses 263 Calculating Other Expense Costs 267 Other Expense Cost Percentage 268 Other Expense Cost per Guest 268 11 Revenue Control 272 The Importance of Revenue Control 273 External Threats to Revenue Security 275 Internal Threats to Revenue Security 276 Developing a Revenue Security Program 280 Objectives of Internal Revenue Control Systems 281 Elements of Internal Revenue Control Systems 281 Implementing and Monitoring a Revenue Security Program 283 Verification of Receivable Revenue 284 Verification of Guest Charges 286 Verification of Sales Receipts 287 Verification of Sales Deposits 287 Verification of Accounts Payable (AP) 289 12 Planning and Budgeting for Success 294 The Importance of Operating Budgets 295 Types of Operating Budgets 295 Advantages of Operating Budgets 296 Creating an Operating Budget 297 Revenue Forecasts 299 Expense Forecasts 301 Monitoring the Operating Budget 303 Comparing Planned Results to Actual Results 305 Modifying the Operating Budget 316 Glossary G-1 Index I-1
Subject Areas: Cookery / food & drink etc [WB]
