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Preface | |
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From Concept to Completion: The Shaping of a Restaurant | |
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Introduction | |
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Learning Objectives | |
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The Foodservice Industry | |
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Industry Trends | |
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Sources of Information | |
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Common Denominators | |
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Utility versus Pleasure | |
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Service and Menu Price | |
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Food Preparation Method | |
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Menu Development | |
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Overview of Restaurant Chains | |
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Sandwich Chains | |
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Dinnerhouses | |
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Major Contractors | |
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Pizza Chains | |
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Family Chains | |
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Chicken Chains | |
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Hotels | |
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Grill-Buffet Chains | |
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Why Restaurants Fail | |
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The Restaurant Industry Dollar | |
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Failure to Increase Sales | |
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Failure to Control Costs | |
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Success Factors | |
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Right Concept | |
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Careful Expansion | |
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Skillful Execution | |
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Service | |
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Endnotes | |
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Internet Resources | |
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Quick Quiz Answer Key | |
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Understanding the Customer | |
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Learning Objectives | |
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Introduction | |
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Market Categories | |
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Captive Market | |
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Mass Market | |
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Status Market | |
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Trend Analysis | |
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Trend Spotters | |
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Trends: Early Adopters | |
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Trends: Traditional Research | |
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Meal Occasion | |
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Breakfast | |
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Lunch | |
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Dinner | |
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Endnotes | |
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Internet Resources | |
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Quick Quiz Answer Key | |
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Developing a Marketing Plan | |
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Learning Objectives | |
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Marketing Defined | |
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Developing a Marketing Plan | |
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Conduct a Marketing Audit | |
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Select Target Markets | |
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Position the Property | |
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Determine Marketing Objectives | |
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Develop and Implement Action Plans | |
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Monitor and Evaluate the Marketing Plan | |
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Endnotes | |
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Internet Resources | |
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Quick Quiz Answer Key | |
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Promoting the Operation | |
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Learning Objectives | |
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The Promotional Process | |
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Objectives of Promotion | |
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Steps in the Process | |
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Customer Use of Information | |
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Advertising Agencies | |
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When to Use an Agency | |
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How to Select an Agency | |
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Advertising | |
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Functions of Advertising | |
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Types of Campaigns | |
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Media Selection Criteria | |
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Newspapers | |
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Radio | |
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Television | |
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Magazines | |
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Yellow Pages | |
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Signs and Billboards | |
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Direct Mail | |
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Internet | |
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Personal Selling | |
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Sales Promotion | |
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Incentives | |
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Key Steps | |
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Merchandising | |
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Purpose | |
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Effectiveness | |
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Merchandising of Beverages | |
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Public Relations and Publicity | |
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Word of Mouth | |
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Implementation | |
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Endnotes | |
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Internet Resources | |
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Quick Quiz Answer Key | |
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Pricing and Designing the Menu | |
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Learning Objectives | |
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Importance of the Menu | |
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Menu Content | |
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Menu Pricing | |
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Pricing Philosophies | |
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Pricing Methods | |
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Factor, Cost-Multiplier, or Mark-Up System | |
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Prime Cost | |
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Actual Pricing or All Costs Plus Profit | |
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Gross Mark-up or Gross Profit | |
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Base Price | |
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Texas Restaurant Association | |
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Marginal Pricing | |
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Daily Pricing | |
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Handling Price Increases | |
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Listing Prices | |
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Measuring Menu Strength | |
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Average Check | |
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Range | |
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Menu Scoring | |
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Menu Engineering | |
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Menu Design | |
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Cover | |
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Size | |
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Materials | |
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Placement | |
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Specials | |
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Menu Descriptions | |
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Typeface | |
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Verbal Pictures | |
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Menu Pricing | |
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Packaging | |
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Wine Menus | |
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Menu Alternatives | |
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Endnotes | |
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Internet Resources | |
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Quick Quiz Answer Key | |
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Delivering High-Quality Service | |
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Learning Objectives | |
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The Service Encounter | |
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Enduring Insights | |
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Service Problems | |
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Assessing Customer Satisfaction | |
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Service Gaps | |
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Lack of knowledge | |
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Lack of Standards | |
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Setting Service Standards | |
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Lack of Performance | |
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Promising Too Much | |
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Planned Attack | |
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Endnotes | |
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Internet Resources | |
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The Physical Facility | |
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Learning Objectives | |
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Front of the House: Layout | |
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Front of the House: Atmosphere | |
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Table Arrangements | |
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Furniture | |
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Surface Materials | |
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Entertainment | |
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Space | |
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Lighting | |
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Color | |
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Accessibility | |
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Back of the House: Space Requirements | |
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Back of the House: Workplace Design | |
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Systematic Approach | |
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Layout of Functional Areas | |
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Arranging Functional Areas | |
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Comparing Systems | |
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Ergonomics | |
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Improving Existing Layouts | |
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Individual Movements | |
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Product Flow | |
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Task Planning | |
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Endnotes | |
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Internet Resources | |
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Food and Beverage: From Supplier to Customer | |
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Learning Objectives | |
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Steps in the Process | |
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Purchasing | |
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Importance | |
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Process | |
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Buying Methods | |
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Standards | |
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Control | |
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Receiving | |
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Methods | |
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Space Requirements | |
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Practices | |
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Storage | |
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Space Requirements | |
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Issuing | |
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Control | |
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Preparation | |
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Function | |
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Space Requirements | |
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Cooking | |
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Service Systems | |
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Space Requirements | |
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Principles of Cooking | |
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Control | |
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Service | |
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Service Styles | |
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Space Requirements | |
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Portion Control | |
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Dishwashing | |
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Pot and Pan Washing | |
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Waste Disposal | |
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Endnotes | |
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Internet Resources | |
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Kitchen Equipment and Interiors: Selection, Maintenance, and Energy Management | |
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Learning Objectives | |
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Equipment Selection | |
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Basic Considerations | |
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Materials Used | |
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Energy Sources | |
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Specifications | |
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Equipment Types | |
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Dry-Heat Cooking Equipment | |
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Steam Equipment | |
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Fryers | |
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Small Equipment | |
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Dishwashers | |
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Refrigeration Equipment | |
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Interior Surfaces | |
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Materials | |
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Equipment Maintenance | |
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Stainless Steel Surfaces | |
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Equipment | |
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Energy Management | |
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Comprehensive Program | |
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Lighting | |
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Water | |
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Heating, Ventilation, and Air Conditioning (HVAC) System | |
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Endnotes | |
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Internet Resources | |
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Sanitation and Food Safety | |
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Learning Objectives | |
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Role of the Manager | |
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Allergies | |
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Major Sanitation Problems | |
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Foodborne Illnesses | |
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Biological Sources | |
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Chemical Contamination | |
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Physical Contamination | |
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Taking a Proactive Stance: HACCP | |
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Preventive Procedures | |
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Purchasing | |
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Receiving | |
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Storage | |
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Preparation and Serving | |
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Reheating | |
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Bars | |
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Equipment | |
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Rodent and Insect Control | |
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Crisis Management | |
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Employee Habits | |
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Employee Health | |
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Safety and Accident Prevention | |
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Endnotes | |
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Internet Resources | |
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Quick Quiz Answer Key | |
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Controlling Costs | |
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Learning Objectives | |
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Financial Statements | |
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Statement of Income | |
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Balance Sheet | |
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Analyzing Financial Statements: Statement of Income | |
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Systematic Approach | |
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The Three-Part Method | |
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Analyzing Financial Statements: Balance Sheet | |
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Current Assets | |
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Fixed Assets | |
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Liabilities | |
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Solvency Ratios | |
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Cost-Volume-Profit Analysis | |
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Break-Even Chart | |
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Capital Budgeting | |
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Determining Priorities | |
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Endnotes | |
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Internet Resources | |
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Employee Selection | |
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Learning Objectives | |
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Supply of Labor: The Changing Picture | |
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Women | |
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Minorities | |
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Immigrants | |
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Older Employees | |
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Part-Time Employees | |
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Employees with Disabilities | |
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The Regulatory Environment: Equal Employment Opportunity | |
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Federal Laws | |
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Bona Fide Occupational Qualification (BFOQ) | |
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Sexual Harassment | |
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Affirmative Action | |
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Recruiting Employees | |
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Job Analysis | |
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Analysis Process | |
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The Hiring Process | |
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Preliminary Interview | |
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Completing the Application Form | |
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Employment Tests | |
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Interview in the Human Resources Department | |
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Background Investigation | |
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Medical Examination | |
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Preliminary Selection in the Human Resources Department | |
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Supervisory Interview | |
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Realistic Job Preview | |
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Hiring Decision | |
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Endnotes | |
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Internet Resources | |
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Training and Development | |
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Learning Objectives | |
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Employee Orientation | |
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Employee Training and Development | |
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Importance of Training | |
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Responsibility for Training | |
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Training Process | |
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Needs Assessment | |
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Learning Objectives | |
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Training Program | |
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Training Lessons | |
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Conducting the Training | |
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Evaluation | |
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Follow-Up | |
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Principles of Learning | |
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Intention to Learn | |
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Whole Learning | |
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Reinforcement | |
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Practice | |
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Spaced versus Massed Practice | |
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Learning Curve | |
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Behavior Modeling | |
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Training Methods | |
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Learner-Controlled Instruction | |
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Individual Training | |
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Group Training | |
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Career Development | |
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Employee Development | |
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Management Development | |
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Endnotes | |
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Internet Resources | |
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Motivating the Employee | |
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Learning Objectives | |
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Employee Motivation | |
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The Role of Managers | |
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Theories of Motivation | |
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Organizational Climate | |
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Dimensions of Climate | |
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Developing a Productive Organizational Climate | |
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Management by Objectives | |
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Implementing the Concept | |
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Job Redesign | |
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Punishment | |
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Positive Reinforcement | |
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Development of Trust | |
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Leaders and Managers | |
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Leadership Theories | |
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Endnotes | |
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Internet Resources | |
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Restaurant Manager 2010 | |
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Learning Objectives | |
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Industry Challenges | |
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Nutrition/Obesity | |
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Smoking Prohibition | |
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Animal Rights | |
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Human Resources | |
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Food Safety | |
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Food Technology | |
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Serving Alcohol | |
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Food Sustainability | |
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Industry Solutions | |
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The Manager's Job | |
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The Bottom Line | |
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Endnotes | |
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Internet Resources | |
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Photo Credits | |
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Index | |