Restaurant Management Customers, Operations, and Employees

ISBN-10: 0131136909

ISBN-13: 9780131136908

Edition: 3rd 2007 (Revised)

List price: $150.40 Buy it from $33.81 Rent it from $39.98
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Description:

Identifies the crucial elements involved in the operation of a restaurant, and their interrelationships that are necessary to achieve success. Structured around the three parts of the meal experience-the customers, the operation (consisting of food, beverage and the physical facility) and the employees-the book examines how to effectively manage an existing restaurant operation. This edition continues its strong coverage of marketing, promotions, and employment issues, and captures the essential elements needed to produce satisfied customers and a profitable restaurant operation. Offers fully updated material including: Updated figures and numbers, Longitudinal analysis of recent trends, The latest demographic projections and the implications for managers, Added section on ergonomics and its impact on layout and design and New material on energy conservation and cost savings. Strategies for using the Internet as a promotional tool shows readers how to use technology to run and increase their business. A focus on profitability addresses common reasons restaurants fail. Examines factors to success, such as concept, creativity, menu, pricing, productivity,nbsp; cost control etc. Restaurant managers. For anyone interested in ldquo;the meal experience,rdquo; or thinking about becoming a restaurant entrepreneur.
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Book details

List price: $150.40
Edition: 3rd
Copyright year: 2007
Publisher: Prentice Hall PTR
Publication date: 7/14/2006
Binding: Paperback
Pages: 464
Size: 7.00" wide x 9.25" long x 0.75" tall
Weight: 2.332
Language: English

Preface
From Concept to Completion: The Shaping of a Restaurant
Introduction
Learning Objectives
The Foodservice Industry
Industry Trends
Sources of Information
Common Denominators
Utility versus Pleasure
Service and Menu Price
Food Preparation Method
Menu Development
Overview of Restaurant Chains
Sandwich Chains
Dinnerhouses
Major Contractors
Pizza Chains
Family Chains
Chicken Chains
Hotels
Grill-Buffet Chains
Why Restaurants Fail
The Restaurant Industry Dollar
Failure to Increase Sales
Failure to Control Costs
Success Factors
Right Concept
Careful Expansion
Skillful Execution
Service
Endnotes
Internet Resources
Quick Quiz Answer Key
Understanding the Customer
Learning Objectives
Introduction
Market Categories
Captive Market
Mass Market
Status Market
Trend Analysis
Trend Spotters
Trends: Early Adopters
Trends: Traditional Research
Meal Occasion
Breakfast
Lunch
Dinner
Endnotes
Internet Resources
Quick Quiz Answer Key
Developing a Marketing Plan
Learning Objectives
Marketing Defined
Developing a Marketing Plan
Conduct a Marketing Audit
Select Target Markets
Position the Property
Determine Marketing Objectives
Develop and Implement Action Plans
Monitor and Evaluate the Marketing Plan
Endnotes
Internet Resources
Quick Quiz Answer Key
Promoting the Operation
Learning Objectives
The Promotional Process
Objectives of Promotion
Steps in the Process
Customer Use of Information
Advertising Agencies
When to Use an Agency
How to Select an Agency
Advertising
Functions of Advertising
Types of Campaigns
Media Selection Criteria
Newspapers
Radio
Television
Magazines
Yellow Pages
Signs and Billboards
Direct Mail
Internet
Personal Selling
Sales Promotion
Incentives
Key Steps
Merchandising
Purpose
Effectiveness
Merchandising of Beverages
Public Relations and Publicity
Word of Mouth
Implementation
Endnotes
Internet Resources
Quick Quiz Answer Key
Pricing and Designing the Menu
Learning Objectives
Importance of the Menu
Menu Content
Menu Pricing
Pricing Philosophies
Pricing Methods
Factor, Cost-Multiplier, or Mark-Up System
Prime Cost
Actual Pricing or All Costs Plus Profit
Gross Mark-up or Gross Profit
Base Price
Texas Restaurant Association
Marginal Pricing
Daily Pricing
Handling Price Increases
Listing Prices
Measuring Menu Strength
Average Check
Range
Menu Scoring
Menu Engineering
Menu Design
Cover
Size
Materials
Placement
Specials
Menu Descriptions
Typeface
Verbal Pictures
Menu Pricing
Packaging
Wine Menus
Menu Alternatives
Endnotes
Internet Resources
Quick Quiz Answer Key
Delivering High-Quality Service
Learning Objectives
The Service Encounter
Enduring Insights
Service Problems
Assessing Customer Satisfaction
Service Gaps
Lack of knowledge
Lack of Standards
Setting Service Standards
Lack of Performance
Promising Too Much
Planned Attack
Endnotes
Internet Resources
The Physical Facility
Learning Objectives
Front of the House: Layout
Front of the House: Atmosphere
Table Arrangements
Furniture
Surface Materials
Entertainment
Space
Lighting
Color
Accessibility
Back of the House: Space Requirements
Back of the House: Workplace Design
Systematic Approach
Layout of Functional Areas
Arranging Functional Areas
Comparing Systems
Ergonomics
Improving Existing Layouts
Individual Movements
Product Flow
Task Planning
Endnotes
Internet Resources
Food and Beverage: From Supplier to Customer
Learning Objectives
Steps in the Process
Purchasing
Importance
Process
Buying Methods
Standards
Control
Receiving
Methods
Space Requirements
Practices
Storage
Space Requirements
Issuing
Control
Preparation
Function
Space Requirements
Cooking
Service Systems
Space Requirements
Principles of Cooking
Control
Service
Service Styles
Space Requirements
Portion Control
Dishwashing
Pot and Pan Washing
Waste Disposal
Endnotes
Internet Resources
Kitchen Equipment and Interiors: Selection, Maintenance, and Energy Management
Learning Objectives
Equipment Selection
Basic Considerations
Materials Used
Energy Sources
Specifications
Equipment Types
Dry-Heat Cooking Equipment
Steam Equipment
Fryers
Small Equipment
Dishwashers
Refrigeration Equipment
Interior Surfaces
Materials
Equipment Maintenance
Stainless Steel Surfaces
Equipment
Energy Management
Comprehensive Program
Lighting
Water
Heating, Ventilation, and Air Conditioning (HVAC) System
Endnotes
Internet Resources
Sanitation and Food Safety
Learning Objectives
Role of the Manager
Allergies
Major Sanitation Problems
Foodborne Illnesses
Biological Sources
Chemical Contamination
Physical Contamination
Taking a Proactive Stance: HACCP
Preventive Procedures
Purchasing
Receiving
Storage
Preparation and Serving
Reheating
Bars
Equipment
Rodent and Insect Control
Crisis Management
Employee Habits
Employee Health
Safety and Accident Prevention
Endnotes
Internet Resources
Quick Quiz Answer Key
Controlling Costs
Learning Objectives
Financial Statements
Statement of Income
Balance Sheet
Analyzing Financial Statements: Statement of Income
Systematic Approach
The Three-Part Method
Analyzing Financial Statements: Balance Sheet
Current Assets
Fixed Assets
Liabilities
Solvency Ratios
Cost-Volume-Profit Analysis
Break-Even Chart
Capital Budgeting
Determining Priorities
Endnotes
Internet Resources
Employee Selection
Learning Objectives
Supply of Labor: The Changing Picture
Women
Minorities
Immigrants
Older Employees
Part-Time Employees
Employees with Disabilities
The Regulatory Environment: Equal Employment Opportunity
Federal Laws
Bona Fide Occupational Qualification (BFOQ)
Sexual Harassment
Affirmative Action
Recruiting Employees
Job Analysis
Analysis Process
The Hiring Process
Preliminary Interview
Completing the Application Form
Employment Tests
Interview in the Human Resources Department
Background Investigation
Medical Examination
Preliminary Selection in the Human Resources Department
Supervisory Interview
Realistic Job Preview
Hiring Decision
Endnotes
Internet Resources
Training and Development
Learning Objectives
Employee Orientation
Employee Training and Development
Importance of Training
Responsibility for Training
Training Process
Needs Assessment
Learning Objectives
Training Program
Training Lessons
Conducting the Training
Evaluation
Follow-Up
Principles of Learning
Intention to Learn
Whole Learning
Reinforcement
Practice
Spaced versus Massed Practice
Learning Curve
Behavior Modeling
Training Methods
Learner-Controlled Instruction
Individual Training
Group Training
Career Development
Employee Development
Management Development
Endnotes
Internet Resources
Motivating the Employee
Learning Objectives
Employee Motivation
The Role of Managers
Theories of Motivation
Organizational Climate
Dimensions of Climate
Developing a Productive Organizational Climate
Management by Objectives
Implementing the Concept
Job Redesign
Punishment
Positive Reinforcement
Development of Trust
Leaders and Managers
Leadership Theories
Endnotes
Internet Resources
Restaurant Manager 2010
Learning Objectives
Industry Challenges
Nutrition/Obesity
Smoking Prohibition
Animal Rights
Human Resources
Food Safety
Food Technology
Serving Alcohol
Food Sustainability
Industry Solutions
The Manager's Job
The Bottom Line
Endnotes
Internet Resources
Photo Credits
Index
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*A minimum purchase of $35 is required. Shipping is provided via FedEx SmartPost® and FedEx Express Saver®. Average delivery time is 1 – 5 business days, but is not guaranteed in that timeframe. Also allow 1 - 2 days for processing. Free shipping is eligible only in the continental United States and excludes Hawaii, Alaska and Puerto Rico. FedEx service marks used by permission."Marketplace" orders are not eligible for free or discounted shipping.

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