Chapter 5 - Front And Back Of The House Flashcards
What are the main duties of a General Manager?
- Oversees the operations of the entire business and facility.
- Often referred to as the GM.
- Everyone reports to the GM and the GM reports to the owner.
- The GM hires and fires
- The GM supervises
List some necessary characteristics that managers should have:
- Organization
- Interpersonal communication skills (should be able to talk with people)
- Self motivated (doesn’t need others to tell him/her what to do - just does it)
- Empower the employees beneath him/her
- Good with numbers and math (profit analysis)
- Fair and impartial
- Good supervisor
- Reliable
- A wide range of experience
- Imaginative and innovative
- Good at assessing applicants and hiring good employees
Hierarchy found in restaurant including FOH and BOH
General Manager
FOH BOH
Restaurant Manager Executive Chef
Assistant Manager Sous Chef Stewards
Servers Chefs or Cooks Dishwashers
Bussers
Host/Hostess
Cashiers
FOH activities:
- Reservation is made
- Guests arrive and have 1st impression
- Guests are seated
- Server obtains drink order
- Guests study the menu
- Guest places order with server
- Order is transmitted to the kitchen
What are some of the functions of the host/hostess in the FOH?
- Seating guests/finding seats for customers
- Call ahead seating/priority seating - serves to reduce long wait times for customers
- When guests are seated “first come, first served” this is called “open seating”
What is a reservation and how long are they usually held for?
A promise to hold a table for a specific number of people for a particular date and time.
Usually held for 15 minutes past reservation time.
Example: We have a reservation at Region for 9 people on 9/19 at 7 pm.
Give two advantages of reservations:
- the guest knows the table is ready when they arrive
2. The restaurant knows how many people there will be and when they will arrive
Give two DISadvantages of reservations:
- Reservations can only be held for a certain length of time (about 15 minutes past arrival time)
- Guests may not show for the reservation and as a result the restaurant may lose money
Other functions of the staff in the FOH
- Welcome guests
- Begin sales process by taking orders
- Transmitting orders to the kitchen
- Order is checked by expediter
- Order is retrieved and served
- Bill is presented
- Table is bussed and reset
What is an expediter?
Someone who makes sure food is done right and on time. They check the orders.
Who are the FOH staff?
Managers Host/hostess Servers Expediter Bussers Cashiers Bartender
What is the difference between suggestive selling and up selling?
Suggestive selling - recommending or suggesting menu items the guest might like
Up selling - increase overall sales and tips (adding drinks, desserts)
What are some additional FOH activities?
Orders served to guests
Checks with guests after first bites
Guests are offered dessert
What is quality serving?
- Quality service is the primary responsibility of the FOH.
2. Means the guest should never have to ask for anything.
What are the functions of the bus persons?
- Setting the table
- Clearing dirty dishes
- Help the servers
What are the activities found in the BOH?
- Order is received
- Order is prepared
- Order is places on expo window and checked by expediter
Executive chef:
Can also be the kitchen manager in a restaurant
Corporate Executive Chef:
In charge of many restaurants and does things like menu designing, item pricing, for all the restaurants (example: chain restaurant like Chili’s)
Kitchen Managers:
Work under corporate executive chefs
What are the functions of the BOH staff?
- Taking orders that are sent to the kitchen
- Order is prepared
- Order is checked at expo window
- Order is retrieved by server
- Order is served to customer
Additional BOH functions include:
- Food production (make food)
- Purchasing (buying) and receiving
- Marketing and sales (business)
- Human Resources (employee related things)
- Accounting (bookkeeping)
- Security
- Engineering and Maintenance (fixing things in the restaurant)
What positions are considered BOH?
Executive Chef Sous Chef (2nd in command) Food preparers (chefs and cooks) Expediter Steward (in charge of dinnerware, glassware, flatware/silverware) Dishwashers
What does “culinary” relate to?
Kitchen and cooking
How are orders processed?
The parts of an order are prepared at different times depending on how long each takes to cook.
Who checks the orders before they go to the table?
The expediter or server.
What is the “pass-thru window” or “expo window”?
Area that has heat lamps to keep the food hot until checked and served.
What areas are considered part of the BOH?
Kitchen, receiving, and storage areas
Business offices
“Heart of the House”
What are the responsibilities of the kitchen manager?
- Coordinate kitchen activities
- Directs kitchen staff training and work
- Plans menus
- Creates recipes
- Sets and enforces nutrition requirements
- Purchases food items and equipment
- Sets and enforces safety and sanitation standards
- Participates in the prep and presentation of menu items
- Ensures quality standards are maintained
Who and what is a sous chef?
The second in command in the kitchen. Sous means under.
Makes sure food is made correctly, portioned, garnished, and presented like executive chef wants
What is the difference between a cook and chef?
Chef is a professional cook
Cook is a person who cooks food to eat
What does the steward do a the BOH?
The steward supervises the dishwashers.
Responsible for purchasing, receiving, maintaining dinnerware (plates), glassware (drinking glasses, cups), and flatware (silverware, eating utensils - forks, knives).
What are the duties of the dishwashers?
Dishwashers are responsible for cleaning and sanitizing equipment, dinnerware, and utensils.
What is overbooking?
Restaurant makes more reservations than available tables.
Example: 5 reservations for 3 tables.
What is residence time?
The time it takes for a table of people to complete a meal.
What is the POS (point of sale) system?
A computerized system that takes orders and transmits them to the kitchen.
What is the function of the POS (point of sale) system?
Records an order and the place (the table number) where the order was placed
Records the server’s name and number
Keeps inventory for the kitchen manager
Some POS systems have wireless hand held units so the server can immediately enter order into POS
Advantages of POS (point of sale):
More efficient than handwriting orders Improves order accuracy Can calculate guest check Can alert staff when items are sold out Can process credit cards for payment Can keep track of employees’ schedules and earning and payroll (pay checks) Can keep track of frequent diners
Types of payment process:
Pay at the cashier - like IHOP where you pay on the way out.
Pay at the table - like Maciano’s where the server brings the check.
Recommended tip on a bill:
In the US, it is usually 15% to 20% of the check.
