Foodservice Management

Contents

Chapter 1 Managing and Engaging Employees in Service Organizations 
Study Objectives 
Outline 
Key Words 
Introduction 
Setting the benchmark 
Organizational Psychology 
What is Human Resource Management (HRM)? 
HRM in a service context 
Why is HRM important? 
     Emotional labor 
     The internal work environment 
Empowerment as an effective HRM practice 
     Theory X and Theory Y 
     Empowerment in place/practice 
Benefits of effective HRM practices 
     Employee engagement 
     Organizational commitment 
Links between employees, customers, and firm performance 
     Service-profit chain 
     Internal service quality 
Summary 
Review Questions
Suggested Readings 
References 

Chapter 2 Management of Foodservice Operations 
Chapter Outline 
Learning Outcomes 
Traditional Roles of Management 
Who is a Foodservice Manager Responsible To? 
Total Quality Management 
Incorporating Leadership into Management 
Underlying Concepts of Management 
     Authority, Responsibility, and Delegation 
     Span of Management 
     Formal Versus Acceptance Authority 
Foodservice Controls 
     Types of Controls
     Five Steps of Establishing Controls⁷
Ethics in Management 
Managers in Innovative Organizations/Operations 
Key Terms and Concepts 
Websites of Interest 
References 

Chapter 3 Leadership for Service Organizations 
Study Objectives 
Outline 
Key Words 
Introduction 
Defining leadership 
The leader as more than a manager 
The leader who serves with style 
     Situational leadership 
     The transactional leader 
     The transformational leader 
     The servant leader 
The leader as an emotionally intelligent person 
     Defining emotional intelligence 
     The importance of emotional intelligence 
     The latest understanding of emotional intelligence 
     The links between emotional intelligence and leadership 
The leader as an authentic person 
The leader as team builder 
     Defining teams, team development, and team leadership 
     Fostering team effectiveness 
     Diagnosing a team 
     Dysfunctions in a team 
     Team dynamics 
     Leading a high-performance team 
     A team charter 
The leader as a mentor 
     What is the difference between mentoring, counselling, and coaching? 
     How do you mentor? 
     The GROOW model 
     Why mentor? 
     When is mentoring helpful? 
     What are mentoring competencies? 
     Final messages for the mentor 
The leader as an ethical exemplar and trust-builder 
     Being ethical as a leader 
     Being trustworthy as a leader 
The Leader as a Change Agent 
     Leading change 
     Being a transformational change agent 
The leader as a strategist and culture-builder 
The leader of today 
An integrating model of service leadership 
Conclusion 
Final story
Summary 
Review Questions 
Suggested Readings 
References 

Chapter 4 Leading Diverse Employees 
Outline 
Introduction 
Definition of Diversity 
Physically Challenged 
Mentally Challenged 
Race, Ethnicity, and Culture
Age and Generational Differences 
Religion 
Sexual Orientation 
Gender 
Workplace Inclusion 
Barriers to Communication 
Diversity Statements and Programs
Technology in HR 
Legalize
Key Points 
Key Terms and Concepts 
Discussion Questions 
Ethical Dilemma 
Internet Exercise 
References 
Endnotes 

Chapter 5 Total Quality Management (TQM) 
Objectives 
Outline 
Key Words 
Quality Control 
The Real Costs of Poor Service and Quality 
Customer Valuation 
Service Quality: Why, What, How
The Process 
Establishing a TQM Process 
Data Collection Systems 
Standards 
Empowerment 
Human Resources 
Benchmarking 
Outsourcing 
Service Design Blueprinting 
     Service Blueprints: Basic Concepts 
     How to Read a Service System Blueprint 
A TQM Application 
Failures in TQM 
Summary 
Review Questions 
Project 

Chapter 6 Employee Training 
Outline 
Introduction 
Employee Orientation 
Training 
     Job Analysis and Training 
     Job Descriptions and Training 
     Determining Training Needs 
Difficulties in Training Practices 
Training Goals and Costs 
A Training Proposal 
Legalize 
Training Methods 
     Internships 
     Re-Training 
     Programmed Learning 
     Seminars 
     Cross Training 
     Management Training Programs 
Evaluating the Training Program 
Topics Requiring Training 
     Sexual Harassment 
     Serve Safe 
     Hazard Communication Standard 
Key Points 
Key Terms and Concepts 
Discussion Questions 
Ethical Dilemma 
End Notes 

Chapter 7 Procurement, Storage, and Issuing 
Chapter Outline 
Learning Outcomes 
The Procurement Process 
Procurement and the Menu 
What Influences Inventory?
     The Menu 
     Make-or-Buy Decisions: Premade versus Scratch 
Types of Suppliers 
     Specialty Ethnic Suppliers 
     Seafood Suppliers 
     Meat Suppliers 
     Dairy Suppliers 
     Fresh Produce, Farm to Table, and Farmers Markets 
     Distributors 
Supplier Relations 
Ordering and Preparation 
     Just-in-Time Ordering (JIT Ordering) 
     Prepping to Shelf Life 
Security and Ethical Practices 
     Pilfering 
     Collusion 
     Policies and Procedures 
     Kickbacks 
Strong Receiving Practices 
Internet Exercise 
Impact of COVID-19 on Foodservice Operations 
Key Terms and Concepts 
Websites of Interest 
References 

Chapter 8 Preparation and Portion Control 
Objectives 
Key Words 
Forecasting 
Food Production Sheet 
Work Assignment Sheet 
Quality Control 
Standard Recipes 
Factory Production Techniques 
     Cook/Chill Systems 
Computerized equipment Control
Kitchenless Kitchens 
McDonald’s 
Taco Bell 
Ingredient Rooms 
Portion Control 
     Determining the Proper Portion Size 
     Serving the Proper Portion Size 
Training 
Time and Motion Studies 
Summary 
Review Questions 
Problem

Chapter 9 Beverage Control 
Objectives 
Key Words 
Defrauding an Operation 
General Beverage Control Practices 
     Par Stock Control 
     All Bottles Identified 
     Return of Empty Bottles 
     Use of Guest Checks 
     Red-Lining Guest Checks 
     All Drinks Rung Up When Served 
     Use of Code Numbers 
     Signed Requisitions 
     Standard Drink Recipes 
     Standard Glassware 
     Cash Register Control 
     Full Bottle Sales 
     Tip Jar 
Beverage Purchasing 
     Bottle Sizes 
Receiving 
Beverage Storage 
Inventorying 
Accurate Beverage Management Using Technology 
Issuing 
Pricing 
Beverage Cost-Control Systems 
     Percentage System 
     Inventory or Quantity Control 
     Standard Cost Systems 
     Standard Sales 
     Integrated Beverage Control Systems 
Dispensing Drinks 
Dram Shop Liability 
Summary 
Review Questions 
Problems 

Chapter 10 Some Aspects of Property Management 
Objectives 
Key Words
Outline 
Energy Management 
     Measurements of Heating Energy 
     Electrical Rates 
     Sensible and Latent Heat 
     Controlling Kitchen Fuel Costs 
     Cost Comparison 
     Energy Committees 
Water Management 
Preventive Maintenance 
     Elements of a Preventive Maintenance System 
     Maintenance Contracts 
     The Preventive Maintenance Cycle 
Risk Management 
     Reasons for Insurance 
     Purchasing Insurance 
     Types of Insurance 
Waste Management 
     Fast-Food Operations 
     Waste Removal 
Summary 
Review Questions 
Problems 

Chapter 11 Marketing of a Foodservice Operation 
Chapter Outline 
Learning Outcomes 
What Is Marketing? 
Determining the Target Market 
Feasibility Studies 
Segmenting Your Target Market 
Market Positioning 
Marketing Mix: 4 Ps of Marketing 
The Marketing Plan 
Using the Ps in a Marketing Plan 
Conducting a PEST Analysis 
Marketing Strategies and Tactics 
     Brand Loyalty Programs 
     Customer Relationship Management Tools with System
     Social MEDIA Marketing 
     Print Advertisement 
     Television 
     Radio 
     Local Store Marketing (LSM) 
     Outdoor Signage or Off-Premise Promotions
     Off Peak Hour Promotions 
     Chalkboards 
     Location Based Loyalty Programs 
Marketing Tactics by Segments 
     Quick Service Restaurants (QSR)
     Fast Casual 
     Casual 
Fine Dining 
Marketing’s Impact on the Menu 
Websites of Interest 
References 
Key Terms and Concepts 

Chapter 12 Financial Management 
Chapter Outline 
Learning Outcomes 
Importance of Financial Management in Foodservice 
Different Types of Costs 
Revenue Forecasting 
Cost of Sales 
Labor Cost 
Other Costs 
Breakeven Analysis 
Cost of Sales for an Established Foodservice Operation 
Inventory Procedures 
Ongoing Budgeting 
Food and Beverage Budget 
Labor Budget 
Key Terms and Concepts 
Websites of Interest 
References 

Chapter 13 Forecasting 
Objectives 
Outline 
Key Words 
Why Forecast? 
What to Forecast 
Forecasting Theory 
Total Covers to Be Served 
Forecasting Menu Item Quantities 
     Item 
Forecasting Methods 
     Quantitative Methods 
     Qualitative Forecasting 
     Evaluating the Accuracy of Forecasting Methods 
Computerized Forecasting 
Capacity Management of the Foodservice Delivery System 
     Flexible Capacity Strategy 
     Smoothing Demand Strategy 
     Restaurant Revenue Management (RRM) 
     Running Out of an Item 
Summary 
Review Questions 
Problems 

Chapter 14 Bringing Service Management to Life! 
Case Studies of Best Practice 
Outline 
Introduction 
Case studies from Australasia 
     1. Long Beach Hotel, Mauritius 
     2. Cactus Jack’s Restaurants, Australia 
     3. Emporium Hotel, Australia 
     4. Spicers Retreats, Australia 
     5. Haidilao, China 
     6. Hotel ICON, Hong Kong 
     7. Pun Pun Sustainable Living and Learning Centre, Thailand 
Case studies from Europe 
     8. Bio-Hotel Stanglwirt, Austria 
     9. Best Western Premier (BWP) Hotel Slon, Slovenia 
     10. Strand Spa and Conference Hotel, Estonia 
Case Studies from North America 
     11. Starbucks, United States of America 
     12. Four Seasons Hotels and Resorts, United States of America 
     13. Cameron Mitchell Restaurants, United States of America 
     14. The Greenbrier, United States of America 
Summary 
Suggested Readings 
References