Chapter 3 –

The Restaurant
Business
Prepared by Samar Noaman
The Restaurant
Business
The restaurant business is in
constant change.
It is constantly reinventing itself.

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 The Dining Market vs. The Eating Market

The Dining Market The Eating Market

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 The Dining Market and The Eating Market

• restaurants serve both social needs (dining) and biological needs (eating).
• We can divide restaurants into those serving predominantly social needs (the dining market) and those serving biological
needs (the eating market).
• People usually eat in restaurants (that make up the dining market) to escape from boredom, to socialize, to be waited on, to
taste other cuisines, to have a different experience, and for convenience.

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 The Dining Market
• Distinguishing elements – the importance and
sophistication of service, the customer, the
occasion, and others. Ex. Fine dining.
• Fine dining restaurant can be characterized as:
full-service, small, independent, high quality, nice
ambiance, and expensive.
• Casual upscale restaurants – sophisticated menus,
excellence in food, strong management, slightly
less expensive, and more casual than fine dining
restaurants.

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The Eating Market
• It caters to meet the biological needs.
Ex. Quick-service restaurants (QSR),
family dining – offers table seating
and full service.
• Subdivided into 1. on-premise and 2.
off-premise
• Off-premise classified into:
 Take out (or take away)
 Drive-through
 Delivery
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 Chapter 4
Restaurant Operations
Prepared by Samar Noaman

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 Three Main Areas in Restaurant Operations
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The Front of the House The Back of the House The Office
Where the customer is served Where the food is produced Where the planning and
management takes place

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 The Front-Of-The-House
• Where the customer and service staff come
together, referred to as “marketplace” portion of
the restaurant.
• It encompasses an operating system, a business
place, and a social setting.
• The primary responsibility of the front of the house
is “guest satisfaction”:
 Offering quality product
 Knowing what the guest wants
 Having a properly planned service system
 Empowering staff to make decisions
 Taking care of problems when they arise
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 The Front-Of-The-House

• Remember that errors will happen but what matters is how and how quickly they are resolved.
• Manager in the front-of-the-house should not only supervise staff but also assist them in performing their jobs,
monitor sales control, and interact with guests.
• Managers should also have an understanding of the organization of the front-of-the-house.
• FOH servers are also responsible for coordinating with BOH in placing accurate orders, picking them up in a
timely manner, and sometimes preparing some food and beverage products.
• Some tasks include:
 Greeting the guest
 Taking the order
 Serving the food
 Removing used tableware
 Accepting payment and accounting for cash and charge sales
 Thanking the guests and inviting them for future business (last opportunity for internal promotion)
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 The Front-Of-The-House
Roles and Positions

• Roles and positions for various FOH staff:

• Host/Hostess
• Counter person
• Servers
• Cashier
• Bussers

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 The front-of-the-house
Supervision

Supervision
• Supervision entails the direct presence of management in the FOH.
• It is important for employees and customers alike.
• Sometimes, depending on the company, supervision responsibilities are combined for the FOH and BOH.

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 The Back-Of-The-House
• The back-of-the-house can be linked to a
factory in terms of production.
• Some restaurants prepare everything from
scratch, others prepare a few items from
scratch, while others assemble prepared
food.
• The primary responsibility of BOM is to
prepare “quality” food.

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 The Back-Of-The-House
Tasks

• Various BOH tasks include:

• Purchasing and receiving
• Food “prep”
• Food production
• Portion control
• Quality control
• Safety and sanitation
• Dishwashing, etc.

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 The Back-Of-The-House
Roles and Positions

• Roles and positions for various BOH staff:

• Chef/executive chef/food production manager
• Short-order cook
• The grill cook
• The salad preparation cook
• Dishwasher
• Receiving agent

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General Management
• What does a manager do?
• “in charge”
• Assigns tasks
• Supports employees
• Opens and closes the restaurant
• Looks after financial concerns

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 General Management
Positions:
• General Manager
• Unit manager
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• Assistant manager 17

• Manager on duty
 The Back-Of-The-House
Tasks

• Opening - unlock the door, in larger restaurants,

equipment has to be turned on, turning on cameras
and lighting.
• Before and after the rush – Mise en place, side
work: cleaning, filling salt and pepper shakers…,
calling in orders, preparing cash deposits,
scheduling, preparing reports…
• The meal period – each meal has its own
characteristics
• Closing – housekeeping, sanitation, security, guest
contact at closing.

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THANK YOU!
 CASE STUDY
URL: www.allfoodbusiness.com/job_descriptions.php

Background information: Provides food service industry information and resources

free of charge.

Site name: Famous Dave’s • Review the management job descriptions for
URL: www.famousdaves.com/careers/ each of the restaurants above.
Background information: Famous Dave’s is a chain of barbecue restaurants headquartered • Describe the differences and similarities among
in Minnetonka, MN. the restaurant groups and compare them with
Site name: Zoe’s Kitchen those discussed in the textbook.
URL: www.zoeskitchen.com/MANAGER_OPERATOR.pdf • What training is provided by the restaurants to
Background information: Zoe’s is a small chain of restaurants headquartered in prepare entry-level managers for positions in
Birmingham, AL. their organization? Which restaurant company
Site name: Red Lobster seems to provide the best training?
URL: www.redlobster.com/jobs/management_positions.asp

Background information: Red Lobster is a chain seafood restaurant and is part of

Darden Restaurants, Inc. It was built on the promise of offering great-tasting seafood 20

at a value price..