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business
introduction to operations research
The Restaurant From Concept To Operation 5th Edition John R Walker - Solutions
What were Escoffier’s contributions to the culinary world? appendix.
Name the five mother or leading/basic sauces. appendix.
Explain the terms nouvelle cuisine and fusion cuisine. appendix.
Outline the main elements of food production. appendix.
What can you, as a restaurant owner, do to avoid food poisoning in your operation? appendix.
Describe the common germs associated with food poisoning. appendix.
If you are manager of a restaurant, what are your daily food protection and sanitation responsibilities? appendix.
Go to the National Restaurant Association’s Web site (www.restaurant.org or www.nraef.org) and click on Educational Foundation courses. See what sanitation publications and courses are available in the area of food safety.
Describe characteristics of effective servers and greeters. appendix.
Identify the seven commandments of customer service. appendix.
List guidelines for handling customer complaints. appendix.
Explain how to obtain an alcoholic beverage license. LO-3..
Identify factors to consider when developing the design and layout of a bar. LO-3..
List guidelines for suggesting wines to accompany menu items. LO-3..
Identify a restaurant’s legal liability regarding the sale of alcoholic beverages. LO-3..
List ways in which bartenders and others can defraud the restaurant bar and beverage operation. LO-3..
Explain the terms nouvelle cuisine and fusion cuisine. LO-3..
Outline the main elements of food production. LO-3..
What can you, as a restaurant owner, do to avoid food poisoning in your operation? LO-3..
Describe the common germs associated with food poisoning. LO-3..
If you are manager of a restaurant, what are your daily food protection and sanitation responsibilities? LO-3..
Service personnel must be aware of the degree of social distance desired by their customers. Explain. LO-3..
Your restaurant is located near a high school. Recently, several of the students who are patrons have been throwing ice and wadded paper napkins at each other. What should you do? LO-3..
Eye contact is particularly important in patron relations. Explain. LO-3..
In seating a lone woman in a restaurant, what factors should be considered? LO-3..
The degree of psychological tension that is desirable varies with the situation. How can a restaurant manager work to raise or lower the tension to make it appropriate for the situation? LO-3..
What are three phrases suitable for use by a hostess in greeting patrons?What are three phrases for saying good-bye to them? LO-3..
In taking reservations, what factors help determine how much time to allow between seatings? LO-3..
Can you, in your mind, make a table setting for a dinner guest, mentally placing plate, cup and saucer, silverware, and glassware? LO-3..
Have you decided to take lunch or dinner reservations? What are the pros and cons? Would you take them on Friday and Saturday evenings, your busiest nights? LO-3..
What will be your policy in handling guest complaints about the food (the steak is too tough, my soup is cold)? LO-3..
Surf the Web for sites that have interesting information on restaurant service and customer relations. Share your findings with your class. LO-3..
Identify the main types of restaurant industry technologies.
List and describe the main types of software programs.
Identify factors to consider when choosing technology for a restaurant.
Look for restaurant wine lists on the Internet and check the different types of varietal wines offered.
Draw a rough sketch of a bar layout.
Write a mission and prepare a responsible alcoholic beverage service program.
Suggest six entr´ees and wines to accompany them.
List the ways that your restaurant bartender might try to steal from you and explain what preventive measures you will install to ensure 100 percent control of your beverages.
Phantom employees—manager adds phantom employees to the payroll and cashes their paychecks. True/False
Manager adds fictitious hours to the employees’ paychecks and splits the difference with the employees. True/False
Employees overstate their hours—for example, employees who work the lunch shift go home for a few hours and come back for the dinner shift but do not sign out when they leave. True/False
Use the phone for long-distance calls. True/False
Keep funds from the vending machine. True/False
Keep funds from the grease-barrel pickup. True/False
True/False Steal silverware, glassware, napkins, tablecloths, etc.
True/False Give away or sell artifacts from the restaurant (such as pictures or statuary).
True/False Steal bar supplies such as jiggers, detergent, linens, and shakers.
Steal cigarettes that are intended to be sold at the bar. True/False
Revisit the restaurant during closed hours and steal whatever is available. True/False
When obtaining change from another cash register, don’t reimburse it fully, and pocket the difference. True/False
Borrow the manager’s keys and duplicate the void key, then void out entire or partial sales. (It has been reported that, at one restaurant, a ring of 17 employees engaged in this practice.) True/False
Bookkeeper steals cash and records it as cash short. True/False
Bookkeeper steals cash and records a bad debt expense for an improperly written check, NSF (bounced) check, or incorrect credit card transaction. True/False
Bookkeeper writes and cashes checks to self but records them in the check register as FICA taxes (or some other frequently paid but rarely reviewed account, like utilities expense). True/False
True/False Bookkeeper/manager creates fictitious vendors.
True/False Bookkeeper holds the daily bank deposit for some number of days and uses the cash for personal benefit.
True/False Bookkeeper adds a ‘‘less cash’’ line to the deposit slip and receives cash at the bank.
True/False Server collects directly from the customer without providing a guest check and pockets the cash.
True/False Collusion between the server and the cooks—server does not record order on the pre-check system, but the cooks make and issue the food without proper authorization.
True/False Steal food or liquor (walk-in freezers and liquor storage areas are especially vulnerable to theft). Employees sometimes claim that missing inventory was returned to the vendor or spoiled.
True/False Produce surplus food so that it can be taken home.
True/False Many cash registers are set up to record food sold to go. This happens often in restaurants situated in hotels; for example, coffee and a roll are sold to a customer who chooses to take them out. The waitperson does not record the sale and pockets the cash.
True/False Wrap food and drop it into a box in the back or a trash can for later retrieval.
True/False Kickbacks from vendors—generally, the chef takes a commission and accepts a lower quality of meat or produce.
True/False Accept lower weights—for example, the produce box is weighed when received; however, if the boxes are not opened regularly by receiving personnel, the box might include a chunk of ice.
True/False Chef purchases specific items not on the inventory for employee or personal consumption. Chef demands personal gifts from suppliers in exchange for business for the purveyor. The price of the gift is passed on to the restaurant in higher prices or reduced quality.
True/False Waitperson adds extra items to customer’s check. This is often aided by a confusing guest check that is difficult to understand or is faint.
True/False Overcharge customers for banquet sales—for example, charge customer for 10 pots of coffee when only 6 were served.
True/False Short-pour—bartender pours less than a shot to cover up drinks given away or sold on the side. Some bartenders do this by bringing in a shot glass that is 1 ounce instead of an 1. 25 ounces. Therefore, it appears that they are pouring a full measure when, in fact, they are
Short-pouring can also be done on a computerized dispenser system—the bartender dispenses and the system registers one shot; however, the bartender pours the liquor into two glasses. True/False
Charge the customer the regular price but ring up the happy-hour price.(Many bartenders cover up the cash register display with pictures of their dog, boat, or children to keep the customer from noticing how much has been rung up). True/False
Charge for complimentary happy-hour hors d’oeuvres and bar snacks. True/False
Omit most of the liquor from blended fruit drinks (especially if several drinks have been served to the customer). True/False
Pour a lower-quality liquor after the first few drinks and charge for the more expensive brand. True/False
Charge the customer for more drinks than actually served. True/False
Resell returned beverages. (If the customer leaves an expensive liqueur, the bartender may stack it in the back and resell it to the next customer.) True/False
Steal the customer’s change left on the bar. (Some employees wet the bottom of their drink trays and set them down on top of the customer’s change. The cash sticks to the bottom of the tray.) True/False
Add two customers’ drinks together, charge both customers, and (if caught) claim to have misunderstood who was purchasing the round. True/False
Provide free drinks to visiting bartenders. True/False
True/False Bartender steals bottles of liquor.
True/False Bartender does not ring up the sale.
Give away—if no internal controls exist, the bartender might give away free drinks to friends or in anticipation of larger tips. True/False
True/False Undercharge for drinks in anticipation of larger tips.
Pour higher-quality liquor than ordered and mention it to the customer in anticipation of a larger tip. True/False
True/False Phantom bottle—bartender brings his or her own bottle of liquor and pockets the cash earned from its sale. This scheme is much more devastating than merely stealing a bottle of liquor because even though the cost of a stolen bottle is nominal (for example, $10), the lost margin on
True/False The bartender and the cocktail server collude to overcome the dual inventory control system. In a pre-check system, the cocktail server inputs the drink order and the bartender releases the drinks based on the documentation system. The two systems provide independent totals, which can be
True/False Barter—bartender trades the cook free drinks for free dinners.
True/False Kickbacks—a liquor distributor provides kickbacks. Kickback schemes can be difficult to detect. For example, if the distributor offers to sell the bartender 10 cases of vodka for the price of 9, the bartender receives the value of 1 case as a commission. The distributor will charge the
True/False Jam the cash drawer during critical hours so that it must be left open.
True/False Shortchange the customer (for example, by giving change for $10 instead of $20).
True/False Have the customer sign the credit card slip in advance and overcharge for food or drinks.
True/False Alter amounts on credit card slips.
True/False Run the credit card through twice.
True/False Phony walkout—keep the cash and claim that the customer left without paying.
True/False Short ring—charge the customer the actual price, under-ring the sale on the cash register, and pocket the difference.
True/False No sale—charge the customer the actual price but don’t ring up the sale. Bartenders often put the cash into their tip jar or their pocket, or leave it in the cash drawer.
True/False Alter the breakout of tip and check amounts on credit card receipts, then overstate the tips and understate the checks.
True/False Serve the drinks and/or food and collect the money while the register is being closed out at the end of a shift or at night or when the ribbon or tape is being changed.
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