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- 1Where is human resources in the foodservice systems model?It's a management function in the transformation process
- 2Define Equal Opportunity EmploymentRefers to fair, unbiased treatment in the workplace. Employers are prohibited from discriminating against existing or potential employees based on protected characteristics, including: Race / color. National origin / ethnicity. Religion.
- 3Purpose of the Americans with Disabilities ActProhibits discrimination against people with disabilities in several areas - employment, transportation, public accommodations, communications,
- 4Benefits for employeesSocial security
Health Insurance
Retirement
Insurance
PTO
Employee services - 5Steps for the selection process of a workerBegins after recruiting applicants
Includes comparison of skills, knowledge, education for the job requirements
Application and screening --> Background and reference check --> Interview --> hiring decision --> Physical Exam - 6Job analysisProcess of obtaining information about jobs by determining the duties and tasks or activities of those jobs.
- 7Job descriptionTasks, duties, and responsibilities of a job, the job’s working conditions, and the tools, materials, and equipment used to perform it.
- 8Performance standardsDesired results at a definite level of quality for a specified job
- 9DiscriminationThe prejudicial or unfair treatment of individuals or groups based on certain characteristics
- 10Users of financial statementsSeven groups of users of financial statements have been identified in profit organizations: owners, boards of directors, managers, creditors, employees, governmental agencies, and financial analysts.
- 11Primary types of financial statementsBalance sheet
Income statement - 12Balance sheet defineThe balance sheet is a statement of assets, liabilities or debts, and capital or owner’s equity at a given time or at the end of the accounting period
The balance sheet is considered a static statement because it presents the financial position at a specific date or time. - 13Income statement defineThe income statement is the financial report that presents the net income or profit of an organization for the accounting period
- 14Menu pricing methodsFactor
Prime cost
Actual cost - 15Factor menu pricing methodis also known as the markup method.
Markup is the difference between cost & selling price.
It varies among types of foodservice operations.
The factor method often is used by foodservice managers because simple mathematics are involved. - 16Prime cost methodconsists of raw food cost & direct labor cost involved in preparation of a food item.
But not service, sanitation, or administrative costs.
Accurate determination of prime cost requires
calculating raw food cost & direct labor cost for pricing - 17Actual cost methodis used in operations that keep accurate cost records.
The initial step is to establish the food cost from standardized recipes & labor costs, which are the principal variable costs.
Other variable costs, fixed costs & profit can be
obtained from a profit-and-loss statement. - 18Menu price consists offood cost + labor cost + variable costs + fixed cost + profit
The actual cost method has the advantage of including all costs & desired profit in the selling price.
The primary disadvantage is the time needed to collect the data needed for the calculations. - 19What should menu prices includeMenu pricing should cover the cost of food and labor and additional operating costs, including rent, energy, and promotional advertising.
The menu price consists of the actual food cost + actual labor cost + other variable costs + fixed cost + profit. - 20How to calculate factor pricing methodFirst, the desired percentage of food cost must be selected and divided into 100 to give a pricing factor; by multiplying the raw food cost by this factor, a menu sales price will result:
Raw food cost * Pricing factor = Menu sales price - 21What is involved in marketingProduct
Price
Promotion
Place
Other external factors - 22Marketing management techniquesPlanning
Organizing
Implementing
Controlling marketing activities to facilitate and expedite exchanges - 23Environmental forces impacting the marketing mixPolitical
Societal
Economic
Legal
Regulatory
Competitive
Technological - 24Evans and Berman strategic planning processidentified seven interrelated steps in the strategic planning process for marketing:
1. Define the organizational mission.
2. Establish strategic business units.
3. Set marketing objectives.
4. Perform a situation analysis.
5. Develop a marketing strategy.
6. Implement tactical plans.
7. Monitor results. - 25Market sharepercentage of industry sales for a product
- 26Market segmentationDivision of total market into groups of customers who have similar needs, wants, values, and buying behavior
- 27Target marketCustomer with common characteristics for which an organization creates products and services
- 28What are the outcomes of the foodservice systems model?Quantity of meals produced
Quality of meals produced
Customer satisfaction
Employee satisfaction
Financial accountability - 29Measuring system outcomes customer satisfactionWalk through audits
Talking with guests
customer comment cards
exit interview
mystery shopper report
customer survey
focus groups - 30Walk through audit defineA walk-through audit involves the manager walking through the operation, observing and evaluating the food, the service, and the appearance of the operations.
- 31Customer comment cards defineMany foodservice operations use customer comment cards as a means for gathering input from their customers.
These cards may be given to guests by the person serving the meal or might be available on the dining table or meal tray.
One of the greatest concerns with using comment cards is the representativeness of the information collected; often, only guests who were extremely satisfied or extremely dissatisfied complete the cards, which may give a distorted view of actual overall customer satisfaction. - 32Exit interview defineExit interviews provide another way to gather customer satisfaction data.
Exit interviews often are difficult to conduct because the customers are ready to leave and may not appreciate being asked to stay to provide information related to their dining experience. - 33Mystery shopper report defineMystery shoppers are individuals hired to dine in a foodservice operation as customers and then to prepare a report evaluating their experience and those of other diners.
The mystery shopper must be able to turn a narrative into a snapshot so the management can picture what the dining experience was like. - 34Customer survey defineCustomer surveys may be developed by the manager of a foodservice operation or may be purchased from a consulting firm.
Customer surveys may be completed by mail, through a telephone interview, or via the Internet.
Typically the surveys include a list of questions to gather information on the guest’s satisfaction with specific aspects of the foodservice operation. - 35Focus groups defineFocus groups involve discussions with a group of 5 to 15 individuals to gather more specific information.
Focus group members might be repeat customers or randomly selected potential customers.
Conducting focus group meetings can be very time consuming, but they provide an excellent way to gather detailed information from those external to the organization. - 36Menu engineering defineIntroduced by Kasavana and Smith in 1982, is a management information tool that focuses on both the popularity (menu mix) and the profitability (contribution margin) of menu items.
- 37Menu engineering model segments menu items into four segments -Items are categorized into high and low contribution margin based on whether they have a contribution margin above or below the average contribution margin for the entire menu.
This categorization results in four categories of menu items:
Stars—These menu items are highly profitable and popular; managers should maintain standards for these items and promote them.
Plow Horses—These menu items are very popular but not very profitable; managers might consider trying a price increase for these items to make them more profitable.
Puzzles—These items are very profitable but not very popular; managers might consider whether to continue to offer these items.
Dogs—These items are not profitable nor are they popular; managers should consider eliminating these items from their menu. - 38Quality of food measuresSensory analysis is defined as a science that measures the texture, flavor, and appearance of food products through human senses.
Three general purposes for sensory tests in foodservice operations include: discriminating among food items, describing characteristics and determining acceptance and preference. - 39Analytical and affective sensory tests are used for product evaluation and defined as follows:Analytical sensory test—differences and similarities of quality and quantity of sensory characteristics that are evaluated by a panel of specially trained persons, commonly identified as a trained panel.
Affective sensory test—preference, acceptance, and opinions of a product that are evaluated by consumers who have no special sensory training, commonly identified as an untrained panel
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- Fichas sobre Sin título, creado por Natalie Britten el 06/12/2020.
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