Lesson Eight
Restaurant Management
❖ 1. Customers ❖ 2.Business Volume ❖ 3. Product,cuisine ❖ 4. Business Classification ❖ 5. Types of Business, business
❖ The key responsibility of the front of the house is guest satisfaction, with particular emphasis on personal service.
❖ kind of service that should be delivered according what the guest wants and expects.
❖ People in the front of the house, therefore, need to be ready to deal with complaints .
It requires at least two things:
❖ First, must be a willingness to listen sympathetically to a guest’s complaint.
Foodservice is labor intensive which means it employs a high proportion of workers in relation to the number of people it serves.
❖ Every restaurant customer can see: the maitre d’hotel (餐厅领ta班ke )orders and bring
Guest check control being sure that every order taken is on a guest check.
person can not steal, extreme vigilance is called for in controlling cash.
❖ the kinds of tasks performed in the front of the house:
foodБайду номын сангаас
captain, or hostess
the waiters and waitresses
the bussers(set and clear the table).
❖ There are many others who work behind the scenes :
salad-makers
❖ In 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 .
❖ It appeals to those who want the risks and satisfactions of self-employment.
❖ Risks include: 1) lack of experience, 2)poor location, 3)too much competition, 4)poor merchandising. Restaurant must make a special statement
Front of the House
❖ The front of the house is the part of the operation everyone is familiar with because they can see it.
❖ It is an operating system , a business place, a social stage setting .
❖ In mid-scale restaurants, the table service provided raises the level of interaction with the guest. speed of service is still expected. And a success of the guest’s experience is more dependent on the server’s personal style.
to the customer if he or she is to return.
❖ Employment
The restaurant and catering industry employs literally millions of people throughout the world.
The convenience restaurant
❖ 2). Types of Services table service counter service self-service carry-out or take-away
Types of Business
❖ In every price range and every cuisine countless restaurants around the world are independently-owned and often owneroperated.
❖ In a fast-food restaurant, guests expect economy and speedy service at the counter 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.
Business Volume
❖ The restaurant and catering business is one of the largest and fastest-growing industries in the world.
❖ Those who eat away from home spend vast sums of money for restaurant or catered meals.
❖ It depends heavily on tourists for sales.
❖ An improving economy and continued growth in disposable personal income will be the catalysts to propel the restaurant industry into the year of real growth.
❖ Second, a system of operation must be in place that permits the server or a supervisor to correct any error promptly and cheerfully.
❖ In other words, employees must be empowered to satisfy guests’ needs.
❖ Customers represent potential future sales and powerful word-of-mouth advertising.
❖ Control aspects of the operation that are important involve check control and cash control.
The higher price the guest pays raises the level of service they expect.
It means food isn’t left to get
❖ Service is the clamomldops(so)traobtabakvekiidotcduhresynujponidcbkeurophfetaht e front of the house, tshtaotisone. who work there share in the responsibility for a quality food product.
❖ The catering business is a mobile one providing food service either for special occasions or for places where meals are usually not prepared.
❖ Restaurants fulfill the customer's immediate convenience; taste and style of cooking and eating are fulfilled by cuisine.
Business Classification n. 美食家；能品尝食物
❖ 1)Types of R和e美st酒a的u行ra家nts :
The gourmet restaurant
serves customers who want
The family-type restatuoreaant tin a hurry and are most The specialty restauracnilnettae(nroelifsnfteeesdrss,inaafnadlsimtlosweitrepvridcicee,. variety or style of food )