fsm

Question 1

Preventing guests from being over/under charged

Answer 1

All checks should include:
Item name and number of items (correctly extended)
Tips, gratuities, service charges
Service charges – labor related fee – usually for catering/banquets

Question 2

Cash handling procedures

Answer 2

1.) Bank is issued to cashier (bills and
coins)
 2.) Cashier verifies the amount
(responsible for it)
 3.) No one else should access the drawer
during shift
 4.) Only managers should void over-rings
or mistakes

5.) Cashier collects all cash, credit/debit
charges, checks
 6.) At end of the night, manager runs total
sales for the shift. If continuous, previous shift
must be subtracted from total to get sales for
current shift.
 7.) Cash report is filled out. Take out bank and
turn in cash.

Question 3

cost of goods sold

Answer 3

(Opening inventory + Purchases) – Closing

inventory = cost of goods sold`

Question 4

inventory turnover rates

Answer 4

Calculating inventory turnover is a two step 
process. 
 1. Determine average inventory 
 Opening inventory + Closing Inventory 
 2 
 = Average Inventory 

2. Cost of food sold ÷ average inventory =
   inventory turnover rate

Question 5

Guest Payment

Answer 5

 Payment options: 
 Cash 
 Credit Card 
 Debit Card 
 Traveler’s Check 
 Personal check 
 Gift Certificate 
 Corporate accounts, etc

Question 6

Preventing internal/external theft

Answer 6

External threats
Always assume guest will pay
Open tabs – hold credit or debit card 
Present checks right away, be visible
Counterfeit Currency
Credit Cards
Personal Checks

Internal Threats
Employees
“only people who can steal from you are the ones you trust”
75% of organizations have some type of fraud in last 12 months and employees were the majority of perpetrators.
18 months – average time it takes for person to get caught
Preventing:
Through background checks/interviews
Educate employees on security systems
Strict code of conduct and punishments (zero tolerance)
Create positive work environment
Limit keys/ prevent access

Question 7

Duplicate Guest-Check

Answer 7

A duplicate guest-check system is a
procedure that uses written records of
what guests purchased and how much
they were charged for the items.

Question 8

pos system

Answer 8

POS system iA POS control system is a method thatuses a computer to ensure that what
leaves the kitchen is billed to and paid for
by the customer.

Question 9

Portion Control tools

Answer 9

 Scoops/dishers: # based on servings per 
quart 
 Ladles 
 Serving spoons 
 Serving dishes 
 Portion Scales

Question 10

menu enginering

Answer 10

Menu engineering is another tool of menu
management.
 It takes into account an item’s contribution
margin (the difference between selling price
and food cost) and its popularity.

Question 11

turnover rate

Answer 11

Turnover rate is determined by dividing the
number of employees hired in a year’s time
by the average number of employees
needed, multiplying by 100 to get the %

Question 12

common employee benefits

Answer 12

Paid holidays Life insurance 
 Paid Vacation Substance abuse 
 Health insurance assistance 
 Dental insurance Day care 
 Employee assistance Transportation assist. 
 Fitness center Retirement program

Question 13

productivity equations

Answer 13

Sales per person-hour measures how 
many dollars in sales can be produced per 
person-hour worked
Sales ÷ person-hours worked = Sales per 
person-hour

Total sales per server ÷ covers sold by
server = sales per cover

Question 14

fte

Answer 14

8 hours per day
40 hours per week
173.3 hours per month
2080 hours per year

Question 15

Menu item popularity

Answer 15

Popular if it produces sales that are at least
70% of its percentage share within the menu
mix
 Page 100

 100% sales ÷ 8 entrees = 12.5% expected
sales mix %

Popularity index: percentage share of a given entrée in its respective category
Ex: pg. 182
5 Entrees = 100%
Vegetable lasagna is 10% of entrees sold

Question 16

Production scheduling

Answer 16

Production scheduling is a decision- making and communication process whereby the production staff is informed of how the actual activity of food preparation is to take place over a specified unit of time. This unit of time may be a day or a specific work shift for a production team; 5 A.M. to 1:30 P.M., for example. The purpose of production scheduling is to ensure efficient use of time, equip- ment, and space by identifying:

1. What menu items to prepare
2. What quantities to produce
3. When individual items are to be produced
4. Who is to prepare each item

Question 17

who does cash report

Answer 17

cashier

Question 18

Causes of employee turnover in foodservice industry

Answer 18

1. Low compensation
2. Many teenage workers
3. Foodservice hours are long and odd
4. Poor screening
5. Inadequate orientation and training
6. Lack of advancement opportunities
7. Working conditions
8. Management

Question 19

Factors that affect labor cost

Answer 19

labor union contracts
employee benefits
schedule
Menu provides quality standards such as
portion size, description of the menu item.
 Production chart controls how much to
prepare.
 Standardized recipe specifies quality level
of a product as well as number of portions
 Waste report
 Return chart
A quality standard is a level of excellence
used to measure customer satisfaction.
 A productivity standard is a measure of an
an employee’s effectiveness on the job.

Question 20

Waste reports

Answer 20

Lists discarded item and why
 Ex: returned by customer, tray dropped, not
right quality

Question 21

daily costs

Answer 21

Daily Labor Cost
Calculating estimated daily labor cost %
1. Weekly salaries ÷ 7 = daily fixed payroll
2. Daily fixed payroll cost + daily variable
payroll cost = daily payroll cost
3. Daily payroll cost ÷ anticipated daily
sales = estimated daily payroll cost percent

Question 22

payroll cost

Answer 22

Payroll cost is the cost of wages, both fixed

salaries) and variable (hourly wages

Question 23

4 P’s

Answer 23

product, place, price, and promotion.
product is the unique combination of goods and services that satisfies a want or need.Place includes distribution and how products are sold. Products must be available at the right time and place, convenient for customers. Price is the amount of money charged for a product or the sum of the values customers exchange for the benefit of the product. Promotion involves all communication with the customer. It introduces the customer to, or increases customer awareness of, the available product.

Question 24

types of branding

Answer 24

Retail-item branding, also referred to as manufacturer’s branding, has been used for years and simply refers to the sale of nationally recognized items in existing foodservice operations. Examples include Skippy peanut butter in school lunch programs and Kraft salad dressings in hospital cafeterias. Restaurant branding, on the other hand, is a far more recent approach to branding and refers to the inclusion of a national restaurant chain in an existing operation. n-house or signature branding. Signature brands are items prepared within a specific foodservice operation and identified as unique to that operation.

Question 25

Point of difference

Answer 25

point of difference—the point at which a customer chooses one foodservice over another.