An introduction to restaurant management : customers, operations, and employees / Robert Christie Mill.

Includes bibliographical references and index.

TABLE OF CONTENTS
Chapter 1 - Introduction
Learning Objectives
Introduction
The Food Service Industry
Industry Trends
Sources of Information
Common Denominators
Utility versus Pleasure
Service and Menu Price
Food Preparation Method
Menu Development
Frequency of change
Type of offerings
Size of menu
Overview of Restaurant Chains
Sandwich chains
Major contractors
Pizza chains
Family chains
Chicken chains
Hotels
Grill-buffet chains
Why Restaurants Fail
The Restaurant Industry Dollar
Failure to Increase Sales
Same concept
Lack of creativity
Failure to Control Costs
Productivity
Cost-cutting
Success Factors
Right Concept
Careful Expansion
Skillful Execution
Service
Endnotes
Chapter 2 - Understanding The Customer
Learning Objectives
Introduction
Market Categories
Captive Market
Mass Market
Status Market
Trend Analysis
Trend Spotters
Trends: Early Adopters
Trends: Traditional Research
Aging baby Boomers
Growing Ethnic Population
Women in the Workplace
Fewer Under-25s
Meal Occasion
Breakfast
Lunch
Dinner
Decision Scenarios
Celebrations/Special Occasions
Endnotes
Chapter 3 - Developing A Marketing Plan
Learning Objectives
Marketing Defined
Developing a Marketing Plan
Conduct a Marketing Audit
Customers
Property
Competition
Select Target Markets
Segmentation variables
Revenue grid
Position the Property
Positioning statement
Perceptual maps
Determine Marketing Objectives
Criteria
Life-cycle curve
Buying process
Develop And Implement Action Plans
Product/service mix
Price
Promotion-communication
Place-distribution mix
Budget
Monitor And Evaluate The Marketing Plan
Endnotes
Chapter 4 - Promoting The Operation
Learning Objectives
Steps in the Promotional Process
Target market
Objectives
Message Content and Form
Promotional Mix
Media Selection and Planning
Budget
Response
Customer Use of Information
Advertising Agencies
When To Use An Agency
How To Select An Agency
Advertising
Functions Of Advertising
Types Of Campaigns
National/local
Cooperative agreements
Media Selection Criteria
Newspapers
Effectiveness
Copy/layout
Size/shape
Radio
Station formats
Effectiveness
Commercial formats
Television
Effectiveness
Magazines
Effectiveness
Yellow Pages
Effectiveness
Layout
Signs And Billboards
Direct Mail
Advantages
Disadvantages
Mailing lists
Types of mailings
Success factors
Internet
Personal Selling
Sales Promotion
Incentives
Coupons
Premiums
Patronage rewards
Contests, sweepstakes, games
Key Steps
Objective
Target market
Strategy
Promotion
Evaluation
Merchandising
Purpose
Effectiveness
Merchandising of Beverages
Public Relations and Publicity
Word-Of-Mouth
Implementation
Continuous activities
Preplanned short-term activities
Press release
Unpredictable events
Endnotes
Chapter 5 - Pricing And Designing The Menu
Learning Objectives
Importance Of The Menu
Menu Content
Menu Pricing
Pricing Philosophies
Demand-oriented/perceived-value
Market skimming
Market penetration
Competitive Pricing
Cost-Oriented Pricing
Pricing Methods
Factor, Cost-Multiplier Or Mark-Up System
Prime Cost
Actual Pricing Or All Costs Plus Profit
Gross Mark-Up Or Gross-Profit
Base-Price
Texas Restaurant Association
Marginal Pricing
Daily Pricing
Handling Price Increases
Listing Prices
Measuring Menu Strength
Average Check
Range
Menu Scoring
Menu Engineering
Menu Design
Cover
Size
Materials
Placement
Menu sequence
Focal points
Specials
Menu Descriptions
Accuracy
Typeface
Verbal Pictures
Menu Pricing
Odd cents pricing
First figure dominance
Length of the price
Price rounding
Price spreads
Placement
Packaging
Wine Menus
Menu Alternatives
Endnotes
Chapter 6 - Delivering Quality Service
Learning Objectives
The Service Encounter
Enduring Insights
Service Problems
Assessing Customer Satisfaction
Service Gaps
Lack Of knowledge
Market research orientation
Upward communication
Levels of management
Lack Of Standards
Management commitment
Setting Service Standards
Procedural Aspects
Incremental flow of service
Timeliness
Accommodation
Anticipation
Communication
Customer feedback
Supervision
Convivial Aspects
Attitude
Body language
Tone of voice
Tact
Naming names
Attentiveness
Guidance
Suggestive selling
Problem solving
Feasibility
Standardization
Customer requirements
Lack of Performance
Busser
Server
Captain
Information and training
Satisfy demands
Employee-job fit
Technology-job fit
Supervisory control
Employee control
Teamwork
Promising Too Much
Planned Attack
Endnotes
Chapter 7- The Physical Facility
Learning Objectives
Front Of The House - Layout
Front Of The House -Atmosphere
Table Arrangements
Dinnerware
Glassware
Flatware
Linen
Accessories
Furniture
Chairs
Tables
Surface Materials
Entertainment
Cost
Programmed music
Effect on behavior
Space
Privacy
Personal space
Territoriality
Crowding
Lighting
Time
Size
Contrast
Brightness
Color
Harmony
Contrast
Effects
Accessibility
Back Of The House - Space Requirements
Back Of The House: Workplace Design
Systematic Approach
Work aisle space
Traffic aisles
Work surface space
Work station height
Storage
Equipment
Workplace environment
Safety in the workplace
Layout of Functional Areas
Layout principles
Principles of flow
Configurations
Arranging Functional Areas
Comparing Systems
Ergonomics
Improving Existing Layouts
Individual Movements
Product Flow
Task Planning
Endnotes
Chapter 8 - Food And Beverage: From Supplier To Customer
Learning Objectives
Steps In The Process
Purchasing
Importance
Process
Forecast
Quantities Needed
Buying Methods
Informal
Formal
Standards
Fresh Fruit And Vegetables
Processed Fruit And Vegetables
Frozen Vegetables
Meats And Meat Products
Poultry And Eggs
Milk And milk Products
Fish And Shellfish
Control
Purchase specifications
Yields
Receiving
Methods
Practices
Space Requirements
Practices
Storage
Space Requirements
Dry storage
Refrigeration
Frozen foods
Issuing
Control
Preparation
Function
Space Requirements
Cooking
Service systems
Space Requirements
Principles of Cooking
Moist-heat cooking
Dry-heat cooking
Salads
Control
Service
Service Styles
Family-style service
Plate service
Table-side service
Platter service
Buffet service
Space requirements
Portion control
Dishwashing
Pot and pan washing
Waste Disposal
Endnotes
Chapter 9 - Kitchen Equipment And Interiors: Selection, Maintenance and Energy Management
Learning Objectives
Equipment Selection
Basic Concepts
Capacity
Need
Cost
Functional attributes
Sanitation and safety
Materials Used
Wood
Metals
Plastics
Coatings
Energy Sources
Specifications
Equipment Types
Dry Heat Cooking Equipment
Ranges
Conventional ovens
Convection ovens
Infrared ovens
Mechanical and pizza ovens
Microwave ovens
Deck ovens
Broilers
Griddles
Steam Equipment
Steam-jacketed kettles
Steamers
Fryers
Deep-fat fryers
Tilting skillets
Small Equipment
Food cutters
Slicer
Mixer
Vertical cutter/mixer
Vegetable peelers
Dishwashers
Refrigeration Equipment
Reach-ins
Specialized equipment
Ice-making equipment
Interior Surfaces
Materials
Flooring
Walls and Ceilings
Equpment maintenance
Stainless Steel Surfaces
Equipment
Boilers
Coffee urns
Dishwashers
Fryers
Griddles
Ovens
Food cutters, choppers and slicers
Mixers
Tables
Refrigerators
Steam equipment
Ventilating hoods
Energy Management
Comprehensive Program
Top management commitment
Energy coordinating committee
Energy audit
Revise operating procedures
Analyze alternatives
Lights
Gas
Climate control
Air control
Preventative maintenance
Equipment
Lighting
Water
Heating, Ventilation, And Air Conditioning (HVAC) System
Endnotes
Chapter 10 - Sanitation And Food Safety
Learning Objectives
Role of The Manager
Allergies
Major Sanitation Problems
Foodborne Illnesses - Reasons
Biological Sources
Bacteria
Viruses
Parasites
Chemical Contamination
Physical Contamination
HAACP
Taking a Proactive Stance: Preventative Procedures
Purchasing
Receiving
Storage
Preparation and serving
Reheating
Bars
Equipment
Cleaning
Rodent And Insect Control
Crisis Management
Employee Habits
Employee Health
Personal hygiene
Hand washing
Clothing
Safety And Accident Prevention
Endnotes
Chapter 11 - Controlling Costs
Learning Objectives
Financial Statements
Statement Of Income
Revenue
Cost of sales
Gross profit
Other income
Controllable expenses
Total controllable expenses
Income before rent and other occupational costs
Rent and other occupational costs
Depreciation
Interest
Income tax
Balance Sheet
Assets
Liabilities
Shareholders equity
Analyzing Financial Statements: Statement of Income
Systematic Approach
The Three part Method
Sales
Expenses
Profit
Analyzing Financial Statements: Balance Sheet
Current Assets
Cash
Accounts receivable
Inventories
Current ratio
Fixed Assets
Liabilities
Solvency Ratios
Cost-Volume-Profit-Analysis
Break-Even Chart
Sales
Costs
Break-even point
Capital budgeting
Determining Priorities
Economy study
Rate of return
Net present value
Internal rate of return
Endnotes
Chapter 12 - Employee Selection
Learning Objectives
Supply of Labor: The Changing Picture
Women
Minorities
Immigrants
Older employees
Part-timers
Disabled Employees
The Regulatory Environment: Equal Employment Opportunity
Federal laws
Bona fide occupational qualification (BFOQ)
Sexual harassment
Affirmative-action
Recruiting of Employees
Job analysis
Analysis Process
Tasks
Job Breakdown
Job description
The Hiring Process
Preliminary interview
Completing the application form
Employment tests
Interview in human resources department
Background investigation
Medical examination
Preliminary selection in human resources department
Supervisory interview
Realistic job preview
Hiring decision
Endnotes
Chapter 13 - Training And Development
Learning Objectives
Employee Orientation
Employee Training and Development
Importance of training
Responsibility for training
Training Process
Needs assessment
Learning objectives
Training program
Training lessons
Conducting the training
Evaluation
Follow up
Principles of Learning
Intention to learn
Whole learning
Reinforcement
Practice
Spaced vs massed practice
Learning curve
Behavior modeling
Training Methods
Learner controlled instruction
Self-direction
Performance-based expectations
Contract learning
Learning environment
Printed resource materials
Demonstration of mastery
Feedback
Self-pacing and sequencing
Challenge and bypass
Individual Training
Preparation
Presentation
Practice
Feedback
Group Training
Career Development
Employee Development
Management Development
Succession planning
Methods
Endnotes
Chapter 14 - Motivating The Employee
Learning Objectives
Employee Motivation
The Role of Managers
Theories of Motivation
Content theories
Maslow
Alderfer
Murray
Herzberg
Process theories
Equity theory
Expectancy theory
Reinforcement theory
Goal-setting theory
Organizational Climate
Dimensions of Climate
Performance dimensions
Development dimensions
Developing A Productive Organizational Climate
Management by Objectives
Implementing the Concept
Clarity
Standards
Commitment
Evaluating employee performance
Providing employee feedback
Job Redesign
Definition
Implementation
Employee satisfaction
Basic job dimensions
Employee growth needs
Leadership style
Positive Reinforcement
Punishment
Positive reinforcement
Implementation
Development of Trust
Organizational commitment
Implementation: management style
Implementation: management behavior
Leaders And Managers
Leadership Theories
Trait theories
Behavioral theories
Situational (contingency) theories
Endnotes
Chapter 15 - Restaurant manager 2010
Learning Objectives
Industry Challenges
Nutrition/Obesity
Smoking Prohibition
Animal Rights
Human Resources
Food Safety
Serving Alcohol
Food Sustainability
Industry Solutions
The Manager's Job
Administration
Finance
Human Resources
Facility Management
Sanitation and Food Safety
Service
Marketing
Food and Beverage
Working Conditions
Background and Education
Industry Needs
The Bottom Line
Endnotes