Restaurant Handbook - Tools & Rules | Rick A. Clelland | Business | Management | eBooks
Restaurant Handbook - Tools & Rules
by Rick A. Clelland
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Restaurant Handbook - Tools & Rules Summary:
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About E-book Book Format: This book consists of six standalone sections in the format of an engineering handbook. Engineers cannot possibly retain all the tools they need to ply the trade. They must have a handy reference, so Engineers’ handbooks have the layout and format for quick look-up. So it is with restaurant management for knowledge and skill-sets required. The Restaurant Handbook – Tools & Rules also packs maximum information into a quick reference format. The writing style is brief, except for anecdotal illustrations to relieve the severity of the bulleted lists. You will have a unique concept, but sets of basic standards will affect profit. We have tried to supply exhaustive sets for your consideration. You must pick and choose what fits, in your quest to deliver value. Remember though, the business is demand-driven rather than supply. The customer will always tell you what they must have, so be ready and quick to adjust. Use these lists and guidelines to grow and prosper. Table of Contents Section 1 START – PLAN – FINANCE – LOCATE – DESIGN RESTAURANT FUNDAMENTALS INTRODUCING TOOL & RULES THE BUSINESS STATE OF THE INDUSTRY THE CUSTOMER CUSTOMER SATISFACTION SURVEYS SUSTAINED COMPETITIVE ADVANTAGE PLANNING AND ORGANIZATION CONCEPT START UP BUSINESS PLAN FINANCE FRANCHISE PHYSICAL PLANT LOCATION SELECTION OF GEOGRAPHIC AREA SITE NEGOTIATIONS LAND AND BUILDING DESIGN KITCHEN DESIGN CUSTOMER AREA DESIGN CONSTRUCTION AND REMODELING OPENING Section 2 PRODUCT/SERVICE – QUALITY – MENU SCIENCE VALUE QUALITY OF PRODUCT MENU MENU DESIGN – PHYSICAL MENU CONTENT MENU MANAGEMENT MENU PROFITABILITY ANALYSIS MENU ITEM - RECIPE COSTS MENU STRATEGIES PORTION SIZES MENU BREADTH AND VARIETY MENU HEALTH AND NUTRITION CHANGING THE MENU PRICING STRATEGY YOUR TARGET MARKET CUSTOMER PERCEPTIONS PRICING AND VOLUME PRICING DECISION CONSIDERATIONS COMMON SIMPLE PRICING METHODS PRICE INCREASES PSYCHOLOGICAL PRICE BARRIERS WINE MENU QUALITY OF SERVICE THE IMPATIENCE CURVE REGISTER CONTROLS CUSTOMER COMPLAINTS COMPLAINT CORRECTION COMMON COMPLAINTS TEAMS QUALITY OF ATMOSPHERE SOCIAL PHYSICAL TOTAL QUALITY MANAGEMENT Section 3 HUMAN RELATIONS – TEAM EXCELLENCE MANAGEMENT MANAGER EQUITY MANAGER PERSONAL CHARACTERISTICS AND SKILLS MANAGER JOB REQUIREMENTS MANAGER PERFORMANCE EVALUATION TIME MANAGEMENT RULES FLOOR MANAGER MANAGER DAILY LOG FLOOR MANAGER CHECKLIST PRAISING STAFF CORRECTING STAFF STAFF MEETINGS AGENCY ISSUES HIRING STAFF FINDING STAFF SOURCES SELECTING APPLICANTS THE APPLICATION INTERVIEW TECHNIQUES WRITING SKILLS WAITSTAFF PERSONALITY CHARACTERISTICS HIRING YOUNG PERSONS ORIENTATION CHECKLIST HIRING FOR THE HOST/HOSTESS FUNCTION EMPLOYEE TERMINATION MOTIVATE ATTITUDE AND EXCELLENCE CULTURE BUILDING MORALE ASSESSING MORALE MANAGEMENT ROLE MOTIVATORS COMPENSATION / PAY ACCEPTANCE BY PEERS STATUS GROWTH AND ACHIEVEMENT SELF ESTEEM SECURITY FREEDOM INVOLVING STAFF STRATEGIC GOAL SETTING MEASURING PERFORMANCE INCENTIVES FOR MEETING GOALS MANAGEMENT STYLE PERFORMANCE REVIEWS DELEGATING RESOLVING STAFF CONFLICT CORRECTING STAFF WITH PEER REVIEW POLICY MISSION - GOALS - POLICIES – PROCEDURES MEETINGS MOTIVATION FOUNDATIONS TEAM DYNAMICS Section 4 TRAINING RETURN ON INVESTMENT WHO - FACILITATOR PRIMARY vs. SECONDARY TRAINERS FACE-TO-FACE SKILLS WHO - LEARNER HOW CULTURE PLANNING & PREPARATION MIX CUSTOMIZE ENVIRONMENT BASICS CLARITY MOTIVATE DELIVERY FOLLOW-UP METRICS MENTORING vs. TRAINING HOW – BACK-OF-HOUSE HOW TO TRAIN - PROCESSES HOW – FRONT-OF-HOUSE HOW NOT WHAT WHY OF EACH JOB FUNCTION BIG PICTURE SUPPLY CHAIN – INTERNAL CUSTOMER SPEED OF SERVICE WHAT – FRONT-OF-HOUSE SENSE OF PEOPLE SKILLS SALES TRAINING CONCEPTS TO COVER AS FUNDAMENTAL CROSS-TRAINING SAFETY –HEALTH WHERE WHEN CONTINUOUS IMPROVEMENT TOOLS JOB DESCRIPTIONS PERSONNEL MANUAL CHECKLISTS JOB FUNCTIONS – FRONT MANAGERS FRONT DESK WAITSTAFF Section 5 CONTROL – OPERATIONS INFORMATION SYSTEMS ACCOUNTING FOR DAILY OPERATIONS POINT OF SALE CONTROLS PRIME COSTS COST OF GOODS SOLD PURCHASING INVENTORY CONTROL – SUPPLY CHAIN THEFT CONTROL BAR CONTROL LABOR COST CONTROL – PRODUCTIVITY LABOR COST PERCENTAGE PAYROLL PROCESSING COST ANALYSIS BREAKEVEN OVERHEAD CONTROL ACCOUNTING TO GOVERNMENT REGULATORS OPERATIONS OPERATIONS MANAGEMENT FOOD HANDLING WALK-IN MANAGEMENT RED MEAT DAIRY BAKED PRODUCTS BEVERAGES WINE COFFEE FACILITY MANAGEMENT EQUIPMENT MAINTENANCE INDIVIDUAL EQUIPMENT KNIVES THERMOMETERS HEALTH / SANITATION / CLEANLINESS FOOD ILLNESS PEST CONTROL FIRE SAFETY FIRST AID – CUTS – BURNS – SLIPS DISH WASH / CHINA POLICY JANITORIAL CHECKLISTS RESERVATIONS Section 6 VALUATION FOR BUY/SELL REASONS TO KNOW THE VALUE FAIR MARKET VALUE SELL BUY INCOME CAPITALIZATION CASH FLOWS DISCOUNTED CAPITALIZATION RATE OR MULTIPLE COST OR REPLACEMENT ASSET VALUATION LAND HIGHEST AND BEST USE BUILDING OTHER ASSETS AREA SALES COMPARISON NEGOTIATE THE DEAL ATTITUDE STRATEGY RULES TECHNIQUES & TACTICS LEASE FINANCE SUMMARY VALUATION BY CAPITALIZATION CHECKLIST BUYING CHECKLIST OPERATION FINANCIAL INFORMATION BUILDING AND LAND COMPETITOR ANALYSIS LEASE PURCHASE AGREEMENT Restaurant management demands more diverse skills and knowledge than any other type of business. Time constraints are more oppressive, and the need to react more common. Every restaurateur will run across questions that must be answered quickly with the least amount of guess and the greatest probability of productive results. The course of restaurant operations covers such a broad range of activities that no one person can be prepared for all events. Always heed helpful advice built on long experience. Finally here is a book that provides detailed examples of proven good practices for almost any question that might arise, without the need to reinvent the wheel. From planning for starting the business, to profits, to selling the business, this Restaurant Handbook gives a guide to procedures and methods as the ultimate reference for each aspect of operations. This book is ideal for the experienced or beginning manager. There are clear examples on every topic to compel informed decisions. A wealth of checklist, charts, graphs, and practical guidelines are cross- referenced in an easy to use format. The Restaurant Handbook offers sensible, clear, and experienced advice. A partial list of topics is: - Restaurant Planning, Locating, Organizing, and Financing - Operating statement pro-formas for start up - Menu design and management rules for maximum income - Customer needs - Staffing for quality, sources, training, motivating, and retaining - Food handling and supply chain controls for quality, profitability and safety - Controls for direct costs and overhead - Valuation of the business for buy, sell, lease, and franchise - Free downloads of applications software and spreadsheet formats. You will turn to this reference often for information on any question. No longer will you need to search for specific topics through diverse sources. Keep this book handy in your top desk drawer. Price: $39.59 Download new beta edition with 50% discount from $79.18. Evidence will show that over 50% of restaurants fail in the first year. This dismal statistic must cease. It represents a tragic misapplication of peoples’ energy, fortunes and lives. This failure rate is a hard and tragic drain on the whole economy. Hindsight will show that the failures were a result of poor decisions and poor execution. Poor execution can come from inadequate resources, time, talent, dollars, and knowledge. But we would never even get to poor execution if we had not already made poor decisions. Both decisions and execution must be based on knowledge. This handbook supplies all the tools for sound decisions and execution. The problem is: that it takes time and energy to gain this knowledge. Time is our most perishable resource. We will, as we go forward, detail why restaurant operations management requires a broader range of skills and knowledge than most any other kind if management. Time is always in short supply. Knowledge is data driven. It takes time to capture and analyze data. Improper analysis can give results that fly in the face of common sense. There is a point where the time and dollar cost of additional information outweighs the time and dollar rewards from better decisions, so we must seek quick relevant data but not abandon common sense. Common sense however requires this caveat. Restaurant failure can be likened to pilot error, poor decisions and execution. Old pilots know that outside visual cues can be impaired such as; clouds, fog, haze, flight over water or at night and a deadly combination thereof. Tragedy comes from trusting the seat-of-the-pants senses. Pilots learn to keep their eyes scanning across their; airspeed, gyro horizon, compass, and altimeter. Several navigation aides always pinpoint the pilot’s position relative to destination. Checklists force the use of all this input to assure smooth cruising. Restaurant operators must use similar diligence and techniques to the safe destination. About the Author: Roderick Clelland, MBA, has over two decades of restaurant experience, in both operations and consulting to the industry. He formed a consulting firm with Joseph M Tierney, MBA, and Glen A Wilt, PhD to bring science and research to the fundamental restaurant decision process. While completing contracts with successful restaurant chains, he naively decided to start his first restaurant on the side, and quickly learned that great restaurant management cannot be a part-time job. He designed, financed, built, staffed, and operated several highly profitable and popular award-winning restaurants. “My proudest achievements were the low turnover of my restaurant staff over the years, and the large number that became wealthy in their own operations. When you select great people and insure they have excellent knowledge and skills, you have happy staff and happy customers” Mr. Clelland continues to consult to the industry, and is still constantly dismayed by observable poor restaurant operating practices. He currently lives in San Francisco. |
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