Chapter 5 - Front And Back Of The House

Question 1

What are the main duties of a General Manager?

Answer 1

1. Oversees the operations of the entire business and facility.
2. Often referred to as the GM.
3. Everyone reports to the GM and the GM reports to the owner.
4. The GM hires and fires
5. The GM supervises

Question 2

List some necessary characteristics that managers should have:

Answer 2

1. Organization
2. Interpersonal communication skills (should be able to talk with people)
3. Self motivated (doesn’t need others to tell him/her what to do - just does it)
4. Empower the employees beneath him/her
5. Good with numbers and math (profit analysis)
6. Fair and impartial
7. Good supervisor
8. Reliable
9. A wide range of experience
10. Imaginative and innovative
11. Good at assessing applicants and hiring good employees

Question 3

Hierarchy found in restaurant including FOH and BOH

Answer 3

General Manager
FOH BOH
Restaurant Manager Executive Chef
Assistant Manager Sous Chef Stewards
Servers Chefs or Cooks Dishwashers
Bussers
Host/Hostess
Cashiers

Question 4

FOH activities:

Answer 4

1. Reservation is made
2. Guests arrive and have 1st impression
3. Guests are seated
4. Server obtains drink order
5. Guests study the menu
6. Guest places order with server
7. Order is transmitted to the kitchen

Question 5

What are some of the functions of the host/hostess in the FOH?

Answer 5

1. Seating guests/finding seats for customers
2. Call ahead seating/priority seating - serves to reduce long wait times for customers
3. When guests are seated “first come, first served” this is called “open seating”

Question 6

What is a reservation and how long are they usually held for?

Answer 6

A promise to hold a table for a specific number of people for a particular date and time.

Usually held for 15 minutes past reservation time.

Example: We have a reservation at Region for 9 people on 9/19 at 7 pm.

Question 7

Give two advantages of reservations:

Answer 7

1. the guest knows the table is ready when they arrive

2. The restaurant knows how many people there will be and when they will arrive

Question 8

Give two DISadvantages of reservations:

Answer 8

1. Reservations can only be held for a certain length of time (about 15 minutes past arrival time)
2. Guests may not show for the reservation and as a result the restaurant may lose money

Question 9

Other functions of the staff in the FOH

Answer 9

1. Welcome guests
2. Begin sales process by taking orders
3. Transmitting orders to the kitchen
4. Order is checked by expediter
5. Order is retrieved and served
6. Bill is presented
7. Table is bussed and reset

Question 10

What is an expediter?

Answer 10

Someone who makes sure food is done right and on time. They check the orders.

Question 11

Who are the FOH staff?

Answer 11

Managers
Host/hostess
Servers
Expediter
Bussers
Cashiers
Bartender

Question 12

What is the difference between suggestive selling and up selling?

Answer 12

Suggestive selling - recommending or suggesting menu items the guest might like

Up selling - increase overall sales and tips (adding drinks, desserts)

Question 13

What are some additional FOH activities?

Answer 13

Orders served to guests
Checks with guests after first bites
Guests are offered dessert

Question 14

What is quality serving?

Answer 14

1. Quality service is the primary responsibility of the FOH.

2. Means the guest should never have to ask for anything.

Question 15

What are the functions of the bus persons?

Answer 15

1. Setting the table
2. Clearing dirty dishes
3. Help the servers

Question 16

What are the activities found in the BOH?

Answer 16

1. Order is received
2. Order is prepared
3. Order is places on expo window and checked by expediter

Question 17

Executive chef:

Answer 17

Can also be the kitchen manager in a restaurant

Question 18

Corporate Executive Chef:

Answer 18

In charge of many restaurants and does things like menu designing, item pricing, for all the restaurants (example: chain restaurant like Chili’s)

Question 19

Kitchen Managers:

Answer 19

Work under corporate executive chefs

Question 20

What are the functions of the BOH staff?

Answer 20

1. Taking orders that are sent to the kitchen
2. Order is prepared
3. Order is checked at expo window
4. Order is retrieved by server
5. Order is served to customer

Question 21

Additional BOH functions include:

Answer 21

1. Food production (make food)
2. Purchasing (buying) and receiving
3. Marketing and sales (business)
4. Human Resources (employee related things)
5. Accounting (bookkeeping)
6. Security
7. Engineering and Maintenance (fixing things in the restaurant)

Question 22

What positions are considered BOH?

Answer 22

Executive Chef
Sous Chef (2nd in command)
Food preparers (chefs and cooks)
Expediter
Steward (in charge of dinnerware, glassware, flatware/silverware)
Dishwashers

Question 23

What does “culinary” relate to?

Answer 23

Kitchen and cooking

Question 24

How are orders processed?

Answer 24

The parts of an order are prepared at different times depending on how long each takes to cook.

Question 25

Who checks the orders before they go to the table?

Answer 25

The expediter or server.

Question 26

What is the “pass-thru window” or “expo window”?

Answer 26

Area that has heat lamps to keep the food hot until checked and served.

Question 27

What areas are considered part of the BOH?

Answer 27

Kitchen, receiving, and storage areas Business offices “Heart of the House”

Question 28

What are the responsibilities of the kitchen manager?

Answer 28

1. Coordinate kitchen activities 2. Directs kitchen staff training and work 3. Plans menus 4. Creates recipes 5. Sets and enforces nutrition requirements 6. Purchases food items and equipment 7. Sets and enforces safety and sanitation standards 8. Participates in the prep and presentation of menu items 9. Ensures quality standards are maintained

Question 29

Who and what is a sous chef?

Answer 29

The second in command in the kitchen. Sous means under. Makes sure food is made correctly, portioned, garnished, and presented like executive chef wants

Question 30

What is the difference between a cook and chef?

Answer 30

Chef is a professional cook Cook is a person who cooks food to eat

Question 31

What does the steward do a the BOH?

Answer 31

The steward supervises the dishwashers. Responsible for purchasing, receiving, maintaining dinnerware (plates), glassware (drinking glasses, cups), and flatware (silverware, eating utensils - forks, knives).

Question 32

What are the duties of the dishwashers?

Answer 32

Dishwashers are responsible for cleaning and sanitizing equipment, dinnerware, and utensils.

Question 33

What is overbooking?

Answer 33

Restaurant makes more reservations than available tables. Example: 5 reservations for 3 tables.

Question 34

What is residence time?

Answer 34

The time it takes for a table of people to complete a meal.

Question 35

What is the POS (point of sale) system?

Answer 35

A computerized system that takes orders and transmits them to the kitchen.

Question 36

What is the function of the POS (point of sale) system?

Answer 36

Records an order and the place (the table number) where the order was placed Records the server’s name and number Keeps inventory for the kitchen manager Some POS systems have wireless hand held units so the server can immediately enter order into POS

Question 37

Advantages of POS (point of sale):

Answer 37

``` More efficient than handwriting orders Improves order accuracy Can calculate guest check Can alert staff when items are sold out Can process credit cards for payment Can keep track of employees’ schedules and earning and payroll (pay checks) Can keep track of frequent diners ```

Question 38

Types of payment process:

Answer 38

Pay at the cashier - like IHOP where you pay on the way out. | Pay at the table - like Maciano’s where the server brings the check.

Question 39

Recommended tip on a bill:

Answer 39

In the US, it is usually 15% to 20% of the check.