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33 Cards in this Set
- Front
- Back
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In the article "Customers Go out the Door When Success Goes to Your Head," Friday's Restaurant spend 75% of their training learning to do what?
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Being nice
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As a manager, list five ways that you can improve service in "The Case of John and Carol Pleasant?"
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1. Establish what to do in the moments of truth
2. Train the staff properly 3. Make sure your staff know the product 4. Go over the importance of helping the customer 5. Wish them a good night |
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List three ways a manager can get out of the "firefighter" stage.
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1. Delegating
2. Anticipate problems 3. Systemize |
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The restaurant must _____________ to the customer =. The customer does not ______________ to the restaurant.
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adapt; adapt
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What are the tree priorities of any business?
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1. Create a good product
2. Make money off the product 3. Make more money (profits) |
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List three reasons to buy into a franchise.
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1. 90 % succeed after 2 years.
2. They have all the control systems in place. 3. Menu is already developed. 4. They have a successful track record. |
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Delegation mus be ____________________________ by management.
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followed up
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Three examples of control systems.
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1. Recipes
2. Checklists 3. Portion Scoops |
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How do restaurants offer diversification?
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1. Banquets
2. Retail and Merchandising 3. Delivery 4. Take Out |
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In the article "Think Strawberries: Everybody Sells," name five steps that Mr. Lavenson took to improve business.
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1. Let everyone wear name tags
2. Made sure they tried the product 3. Had the employees up-sale the business 4.Being a good host to the guest 5. Sell on what will bring in more customers. |
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What is the definition of management?
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Using what you got to do what you want to do.
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What is the management tool used in medium term planning?
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Focusing on this year's budget.
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What is the goal staffing?
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To bring the very best, qualified employees into the food service options.
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The restaurant is busy and food is taking a long time to be prepared. What should the manager do at the beginning of the shift to help avoid the problem?
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1. Pre-shift meetings
2. Forecasting the sales 3. Have everything prepped, and ready to go. |
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As a manager, list three ways I can get my food servers to raise their guest check average.
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1. Mention specials
2. Wine 3. Upsale 4.Be knowledgeable about the product 5. Offer dessert |
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What is aggressive hospitality?
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Going out of your way to be nice.
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What is internal marketing
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Marketing through your employees.
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List three reasons why I want to develop a short and simple menu for a new restaurant.
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1. Avoid the confusion
2. Training is easier 3. Inventory is low 4. Know how to produce the item 100% |
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In the Development of a Manager, what is the most attribute of a "fire chief" ?
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Anticipate problems before they became problems.
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List three things that we need to remember when developing a menu.
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1. Know what the customer wants.
2. Know the capabilities of your cooks 3. Do we have the right equipment to make the food? 4. Is the food in season? |
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According to Demarko and Kristbin's Wiki, what is the difference between a Kitchen Manager, and a Chef
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Kitchen Managers are paid to make sure the recipes are made to standard.
Chef are haired to creates dishes and recipes for them. |
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According to Diana Santos Wiki and what we discussed in class: _________ percent of a restaurant's business come within five miles.
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80
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According to Fundamentals (Being Brilliant at the Basics) what are two common success element?
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Consistency and systems
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Found in the Introduction of the book, list two reasons why continuous improvement and renewal of fundamentals so important.
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High turnover and changing industry trends.
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Found in Chapter 1, what are five ways to align employees to the mindset of a business owner.
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1. Provide clear expectations and standards
2. Communicate theses expectations 3. Hold cast members accountable for feedback 4. Coach through honest and direct feedback 5. Recognize reward and celebrate sucess |
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What is one of the problems of being a restaurant owner and knowing how to run a restaurant?
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Many restaurants owners get caught up in the day to day operations. So they never get involved with strategies like marketing, finances, and operations.
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The more the restaurant depends on the owner's day in, day out involvement in the operational details of the restaurant, the greater ___________________________.
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the risk of failure
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Ray Kroc went to work on McDonald's to make it _________________________________. He refined it to the point that it would operate in a consistent, predictable manner, the same way time after time with a staff made up of largely teenager.
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business opportunity
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Why do more than 40 milion people go to McDonald's every day?
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The customers seek consistency and predictability, because they know exactly what they're going to get.
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What are the three major areas in a restaurant that must function well to achieve its potential for success?
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1. Operations
2. Finances 3. Marketing |
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The _______________________ are the qualities or redeeming features that make up for other generally negative characteristics of managers.
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saving graces
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Taking the time to ___________________ can get you out of more jams than the rest of the saving graces combined.
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listen
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"Diplomacy, tact, and knowledge what to say and when to say it can take the tension out of the situations and make unpopular decisions and unfortunate mistakes easier to deal with" describes __________________________.
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interpersonal savvy
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