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Front Of The House Functions. General Manager Front-of-the-House Seating Reservation Walk-ins Open seating Booking a reservation Overbooking Residence time Call-ahead seating Point-of-Sales System (POS) Culinary Pass-through. Key Terms. - PowerPoint PPT Presentation
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Front Of The House Functions
General ManagerFront-of-the-HouseSeatingReservationWalk-insOpen seatingBooking a reservation
OverbookingResidence timeCall-ahead seatingPoint-of-Sales System (POS)
CulinaryPass-through
Key Terms
The general manager (GM) is responsible for the overall operation of the restaurant
Often, the owner of the restaurant is the general manager
They are accountable for:oThe entire restaurant operationoFront-of-the-house employeesoBack-of-the-house employeesoSupervise the other managers in the restaurant
If the restaurant is apart of a corporate chain, the GM will be responsible for communications with the corporate headquarters
General Manager
Front-of-the-house refers to the area in a hospitality business that guests usually see
In a restaurant, the front-of-the-house usually includes:oLobby or entranceoHostess/ Host standoDining Room
Front-of-the-house employees work directly with guest
Front-of-the-House Functions
The front-of-the-house is responsible for the following six functions:oSeating guestoSelling foodoTransmitting orders to the kitchenoServing customersoBussing tablesoObtaining payment form customers
Front-of-the-House Functions
Seating is the process of finding seats for customers in a restaurant
When customers enter a restaurant, they are seated by a host or hostess
Customers should be seated as soon as they enter the restaurant
Customers should be seated so that they will be served in the most efficient way
Seating
A specific server is responsible for the tables in his or her station
The host or hostess must evenly distribute the guests so that one station is not filled while another is empty
Many restaurants have a computerized table management system
If there are no tables available when the guests arrive, the hostess will give them a pager
The customers will be paged when the restaurant has a table available to sit them at
Seating
A reservation is a promise to hold something for a customer until the customer needs it
In the restaurant industry, a reservation is a promise to have a table available for them
Customers call ahead to reserve a table for a specific number of people for a particular date and time
Seating
Walk-ins are customers who arrive at a restaurant but have not made a reservation
These customers walk in the door and expect to be seated
Open seating is when a restaurant will not accept reservations
Customers are seated on a first come, first served basis
Seating
The process of taking a reservation is called booking a reservation
Reservations have advantages and disadvantages
The main advantages include:oTables are ready when the customer arrivesoThe restaurant will have an accurate account of the people
to expectThe main disadvantages include:oGuest may not show up for the reservationoThe restaurant will lose money
Seating
To avoid losing money when guests do not show up, some restaurants make more reservations than there are tables, this is called overbooking
Residence time is the time that it takes a party to eat a meal, pay the bill, and leave the restaurant
90 minutes are usually needed for a party of four people to eat a complete meal that includes appetizers, beverages, the main course, and dessert
Seating
Call-ahead seating is a fairly new seating methodIt is also called priority seatingCall-ahead seating is when a customer calls the restaurant and have their names added to the waiting listo It does not guarantee the guest will have a tableo It guarantees them a place in line
Seating
The sales function occurs when the server takes the customer’s food order
Servers use a process called suggestive sellingSuggestive selling is recommending menu items that
the customer may likeSuggestive selling also increases sales for the
restaurant and usually increases tips for the serverWays restaurants use suggestive selling:o Include wineglasses in the place settingoSitting wine on the tableoOffering additional items to an entréeoOffering dessertoOffering an after dinner drink
Sales
A critical part of the restaurant business is getting the customers’ orders to the kitchen, then getting the correct orders back to the customers
This process can be broken into five steps;1. Taking the order2. Transmitting the order 3. Preparing the order4. Checking the order5. Retrieving the order
Transmitting Orders
The server takes the orders from the guestEach table in the restaurant has a numberAt each table, the guest have a numberEach restaurant has their own way of filling out checks for the guest
The server must ensure that each order is recorded accurately
Taking Orders
Taking Orders
1 2
3 4
1
2 3
4
Entrance
Many restaurants use computers to improve the process of taking orders and transmitting them to the kitchen
This computerized system is called a point-of-sales system
A point-of-sales system (POS) is a computerized system for recording an order at the place where the order is taken
Taking Orders
Once the orders are accurately recorded, they must be transmitted to the kitchen
There are two basic methods of transmission:oComputerized oNon-computerized
In the non-computerized method, the server goes to the kitchen, places the order on a spindle, cook prepares the order
In a computerized system, there is at least one printer in the kitchen. The orders are entered and sent to the proper printer
Transmitting Orders to the Kitchen
The POS also improves ordering and transmission accuracy
It will calculate and print out all the checksOther capabilities of the system include:oTrack the number of menu items soldoAlert servers of items that have sold outoKeeping track of inventoryoCredit/debit card processingoEmployee time clockoEmployee schedulesoPayrolloAccountingoFrequent diner loyalty programsoSales reports
Transmitting Orders to the Kitchen
Once the orders are in the kitchen, the culinary staff takes over
Culinary means related to kitchens and cooking
The culinary staff consists of:oChefsoCooksoAnd other staff involved in preparing
foodWhile the main course is being prepared, the server can serve appetizers, soups, and salads
Preparing Orders
Timing of food preparation is a critical skill in the restaurant business
All guest of the same party should be served their main courses at the same time
However, different courses take different amounts of time to prepare
In many restaurant a team member called an expediter will organize the timing of the food
Preparing Orders
After an order is done, but before it is packed up and served, it should be checked for accuracy and appearance
The order should first be checked against the original order, either on the POS or the guest check
The portion sizes must be correct, and the food must be properly cooked and arranged on the plate
Checking Orders
Food should be served as close to the time that it is finished cooking as possible
Most restaurants will have a special area equipped with heat lamps to keep the food hot until served, this area is called the pass-through or the window
Restaurants have various ways of alerting the staff that the food is readyNeon Number BoardPOS Alert at Computer TerminalWireless Paging System
Retrieving Orders
Serving food and beverages is a major function of the front-of-the-house
Regardless of style of service, quality service is the primary responsibility of the front-of-the-house staff
Quality service takes place when guests in a restaurant never have to ask for anything
Guest often do not realize that they have received excellent service until after they have left the restaurant
Serving
Bussing is: Setting the place settings on the table
Clearing the dirty dishes from the table
Assisting the servers whenever needed
Bussing
After dessert and additional beverages are served, the check should be given to the customer
If the server cannot determine who the host of the party is, the check should be placed face down in the center of the table
Actual handling of payment is done in several ways:Customers take payment to a cashierServer takes payment
Payment
Many restaurants only accept cashOthers will accept credit and debit cards
Restaurants within hotels will often allow hotel guests to charge restaurant bills to the room
Payment
Front-of-the House
Functions
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