Restaurant Operations Management Principles and Practices

by Ninemeier, Jack D.; Hayes, David K.

Edition: 1st

ISBN13: 9780131100909

ISBN10: 0131100904

Format: Paperback

Pub. Date: 2005-04-01

Publisher(s): Pearson

Other versions by this Author

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Summary

Designed to be the ls"bestrs" book for restaurant management,Restaurant Operations Management addresses content areas that are integral to a restaurant managerrs"s job, providing current and practical information. It breaks down the busy and complex world of restaurant management into what the manager must know, from the restaurantrs"s inception to its actual operation. It focuses on financial, labor, and product resources, within the context of pleasing the guests.Topics cover: industry basics, sanitation, safety, nutrition, marketing, menu planning/design/pricing, human resources, accounting/financial management, standard recipes, product purchasing/receiving/storing/issuing, and restaurant analysis/improvement.Current, practical, and accurate,Restaurant Operations Managementis an easy and interesting read for practicing industry professionals, such as restaurant managers, restaurant training managers, restaurant owners, and others wanting to learn effective restaurant management.

Author Biography

Jack D. Ninemeier is a professor in The School of Hospitality Business at Michigan State University.

Preface

PART 1 RESTAURANT BASICS

Introduction to Restaurants and the Restaurant Industry

(34)

This Chapter at Work

(1)

Brief History of Restaurants

(4)

European Restaurant History

(2)

U.S. Restaurant History

(2)

Close Look at the Restaurant Industry

(6)

The Travel/Tourism Industry

(1)

The Hospitality Component

(1)

The Restaurant Segment

(2)

A Close Look at Restaurants

(2)

Organization of Restaurants

(6)

Single-unit Restaurants

(3)

Multiunit Restaurants

(3)

Overview of Restaurant Activities

(5)

Close Look at Management Activities

(8)

Planning

(1)

Organizing

(2)

Coordinating

(1)

Staffing

(1)

Directing

(1)

Controlling

(1)

Evaluating

(1)

What's Next?

(1)

Restaurant Terminology at Work Glossary

(1)

Management Issues at Work

(1)

The Restaurant Manager and Sanitation

(38)

This Chapter at Work

(1)

Introduction: Sanitation Is Critical

(2)

Sanitation: Everyone's Concern

(7)

Regulatory Agencies

(3)

Restaurant Staff Members

(1)

Restaurant Manager

(2)

Restaurant Employees

(2)

Primer on Microorganisms

(6)

Conditions for Optimal Growth

(1)

Controlling Growth of Microorganisms

(1)

Microorganisms and Foodborne Illnesses

(2)

Tactics to Prevent Foodborne Illness

(7)

Purchasing

(1)

Receiving

(1)

Storing

(1)

Production

(1)

After-production Handling

(1)

Managing Leftovers

(1)

Clean-up

(1)

Tableware and Pots/Pans

(2)

Furniture, Fixtures, and Equipment (FF/E)

(1)

Other Sanitation Issues

(3)

Chemical Hazards

(2)

Physical Hazards

(1)

Pest Control Hazards

(1)

HACCP and the Management of Sanitation

(7)

Step One: Assess Hazards

(1)

Step Two: Identify Critical Central Points (CCPs)

(2)

Step Three: Define Limits for Each CCP

(1)

Step Four: Monitor CCPs

(1)

Step Five: Implement Corrective Actions When Critical Limits Are Exceeded

(1)

Step Six: Establish Record-Keeping System

(1)

Step Seven: Verify Success of HACCP System

(1)

Managing Foodborne Illness Incidents

(2)

Restaurant Terminology at Work Glossary

(1)

Management Issues at Work

(1)

The Restaurant Manager and Safety

(34)

This Chapter at Work

(1)

Safety Is Critical

(2)

Safety: Everyone's Concern

(9)

Regulatory Agencies

(1)

Federal (OSHA)

(4)

State (State OSHA)

(1)

Local Departments

(3)

Restaurant Staff Members

(1)

Restaurant Manager

(1)

Restaurant Employees

(1)

Safety Basics

(10)

Common Employee Accidents

(1)

Restaurant Safety Tour

(1)

Receiving, Storing, and Issuing

(1)

Food Preparation

(3)

Cooking

(2)

Serving

(1)

Clean-up

(3)

Restaurant Emergencies

(12)

Fires

(3)

Bomb Scares

(1)

Other Emergencies

(2)

Workplace Violence

100

(1)

Protecting Guest Safety

101

(4)

Restaurant Terminology at Work Glossary

105

(1)

Management Issues at Work

105

(2)

Nutrition Basics

107

(30)

This Chapter at Work

108

(1)

The Restaurant Manager and Nutrition

109

(1)

Basics of Nutrition

110

(6)

Macronutrients

111

(1)

Micronutrients

111

(1)

Vitamins

111

(1)

Minerals

112

(1)

Water

113

(3)

Close Look at Dietary Recommendations

116

(4)

More About Nutrition and Health

119

(1)

Nutrition Concerns in Action

120

(10)

Menu Planning

120

(2)

Menu Design

122

(1)

Purchasing

123

(3)

Receiving and Storing

126

(2)

Food Production

128

(1)

Meats, Poultry and Fish

128

(1)

Fruits and Vegetables

129

(1)

Bread and Cereal Products

130

(1)

Other Preparation Suggestions

130

(1)

Training Staff about Nutrition

130

(3)

Back-of-House Training

131

(1)

Front-of-House Training

132

(1)

The Guests and Nutritious Meals

133

(2)

Restaurant Terminology at Work Glossary

135

(1)

Management Issues at Work

136

(1)

Marketing

137

(35)

This Chapter at Work

138

(1)

Marketing Overview

138

(6)

Evaluating Products

139

(4)

Assessing the Target Market

143

(1)

Developing the Marketing Plan

144

(8)

What Is to Be Done?

145

(1)

Who Will Do It?

145

(1)

When Should It Be Done?

146

(1)

What Funding Will Be Required?

147

(1)

How Will the Results Be Monitored?

148

(1)

Monitoring the Marketing Plan

149

(1)

Monitoring Specific Advertising

150

(2)

Restaurant Advertising Techniques

152

(13)

In-House Sales Techniques

152

(1)

On-site (Exterior) Signage

153

(1)

Table Tents

153

(1)

Interior Signage

154

(1)

Menus

154

(1)

Up-selling

155

(1)

Selling Alcoholic Beverages

155

(1)

External Advertising Tactics

156

(1)

Selecting Media Alternatives

157

(1)

158

(1)

Radio

159

(1)

Television

160

(1)

Internet

161

(1)

Other Alternatives

162

(1)

Advertising Development Tactics

163

(2)

Public Relations Tactics

165

(1)

Evaluation of Marketing Efforts

166

(4)

Restaurant Terminology at Work Glossary

170

(1)

Management Issues at Work

170

(2)

Menu Planning, Design, Pricing, and Evaluation: Where It All Starts!

172

(41)

This Chapter at Work

173

(1)

Importance of Menus

173

(4)

Marketing and the Menu

174

(1)

The Menu and Financial Management

174

(2)

The Menu and Daily Operations

176

(1)

Brief History of Menus

177

(2)

The Menu Planning Process

179

(9)

Incorporate Menu Planning Priorities (Step 1)

180

(2)

Consider Menu Categories (Step 2)

182

(2)

Place Items Within Categories (Step 3)

184

(2)

Establish Quality Standards (Step 4)

186

(1)

Write Descriptions of Menu Items (Step 5)

186

(2)

Menu Design Tactics

188

(8)

All About Menu Design

188

(1)

Menu Appearance

189

(2)

Menu Message

191

(4)

Menu Printing

195

(1)

Menu Pricing Methods

196

(6)

Subjective Pricing Methods

196

(1)

Objective Pricing Methods

197

(5)

Menu Evaluation

202

(7)

Popularity and Profitability

203

(1)

Menu Engineering: Determining Popularity and Profitability

204

(4)

Menu Engineering in Action

208

(1)

Plow Horses

208

(1)

Puzzles

208

(1)

Stars

208

(1)

Dogs

208

(1)

Technology and Menu Management

209

(2)

Restaurant Terminology at Work Glossary

211

(1)

Management Issues at Work

211

(2)

PART 2 MANAGING RESTAURANT OPERATIONS

Managing the Restaurant's Human Resources

213

(37)

This Chapter at Work

214

(1)

A Short History: Managing Hospitality Industry Employees

215

(3)

The Personnel Management Process

218

(13)

Develop Personnel Management Tools (Step 1)

218

(1)

Applicant Recruitment (Step 2)

219

(2)

Employee Selection (Step 3)

221

(5)

Job Offer (Step 4)

226

(1)

Orientation/Induction (Step 5)

226

(2)

Training (Step 6)

228

(3)

Facilitating the Work of Restaurant Employees

231

(10)

Compensation/Benefits

232

(1)

Employee Retention

233

(3)

Employee Performance Appraisals

236

(3)

Employee Discipline

239

(1)

Building and Facilitating Teamwork

240

(1)

Legal Aspects of Human Resources Administration

241

(7)

Employee Selection Concerns

242

(2)

Employment Relationships

244

(1)

Restaurant Workplace Issues

245

(1)

Employee Performance

246

(2)

Restaurant Terminology at Work Glossary

248

(1)

Management Issues at Work

248

(2)

Accounting and Financial Management

250

(34)

This Chapter at Work

251

(1)

Accounting and Financial Management

252

(3)

Managerial Accounting

253

(1)

Users of Financial Information

254

(1)

Uniform System of Accounts

255

(3)

Importance of Accounting Standards

255

(1)

Accounting Fundamentals

256

(1)

Uniform System of Accounts for Restaurants (USAR)

257

(1)

Understanding Financial Statements

258

(9)

The Balance Sheet

259

(3)

The Income Statement

262

(2)

The Statement of Cash Flows

264

(3)

The Operating Budget

267

(7)

Types of Budgets

269

(1)

Annual Operating Budget

269

(1)

Achievement Budget

269

(1)

The Budget Team

269

(1)

Budgeting Revenues

270

(2)

Budgeting Expenses

272

(2)

Monitoring the Budget

274

(8)

Variance From Budget

275

(1)

Revenue Analysis of Crystal's

276

(2)

Expense Analysis of Crystal's

278

(1)

Profit Analysis of Crystal's

279

(1)

All About Profit

280

(1)

Budget Revisions

280

(2)

Restaurant Terminology at Work Glossary

282

(1)

Management Issues at Work

283

(1)

Standard Recipes Implement Quality Food Production

284

(26)

This Chapter at Work

285

(1)

Standard Recipes Are Important

285

(8)

Recipe Development Procedures

288

(1)

Recipes for Current Menu Items

288

(2)

External Recipes

290

(1)

Standard Recipes in Action

290

(3)

Evaluating Standard Recipes

293

(2)

Adjusting Standard Recipes

295

(4)

Adjusting the Number of Portions

296

(1)

Adjusting the Portion Size

296

(1)

Adjusting the Number of Portions and Portion Size

296

(2)

Other Recipe Adjustment Issues

298

(1)

The Precosting Process

299

(7)

Precosting Recipes

299

(4)

Precosting Menu Items

303

(1)

Precosting Buffets and Salad Bars

304

(2)

Standard Recipes Must Be Used

306

(2)

Restaurant Terminology at Work Glossary

308

(1)

Management Issues at Work

308

(2)

Purchasing, Receiving, Storing, and Issuing: Getting Ready for Production

310

(31)

This Chapter at Work

311

(1)

Overview: Pre-Production Activities

312

(2)

Purchasing

314

(10)

Importance of Effective Purchasing

314

(2)

The Purchasing Process

316

(2)

Purchasing Basics

318

(1)

What to Purchase

318

(3)

How Much to Purchase

321

(1)

When to Purchase

322

(1)

From Whom to Purchase

322

(2)

Receiving

324

(4)

Importance of Effective Receiving

324

(1)

The Receiving Process

325

(3)

Storing

328

(8)

Importance of Effective Storing

328

(1)

The Storing Process

329

(2)

Storing Basics

331

(1)

Quality Concerns

331

(1)

Record-Keeping Concerns

331

(4)

Security Concerns

335

(1)

Issuing

336

(3)

Importance of Effective Issuing

336

(1)

Issuing Basics

337

(2)

Restaurant Terminology at Work Glossary

339

(1)

Management Issues at Work

339

(2)

Managing Food Production

341

(47)

This Chapter at Work

342

(1)

Quality Food Production Overview

342

(6)

Establish Quality Standards

343

(1)

Conduct Employee Training

344

(1)

Provide Equipment and Tools

345

(1)

Professionalize Production Planning

345

(3)

Managing Nonalcoholic Beverages

348

(7)

Selection

349

(4)

Storage

353

(1)

Preparation and Service

353

(2)

Managing Fresh Fruits

355

(8)

Selection

356

(6)

Storage

362

(1)

Preparation

362

(1)

Managing Fresh Vegetables

363

(8)

Selection

363

(7)

Storage

370

(1)

Preparation

370

(1)

Managing Dairy Products

371

(3)

Selection

372

(2)

Storage

374

(1)

Preparation

374

(1)

Managing Bakery Products

374

(5)

Selection

375

(1)

Storage

376

(1)

Preparation

377

(2)

Managing Meats, Fish and Poultry

379

(8)

Selection

380

(3)

Storage

383

(1)

Preparation

384

(3)

Restaurant Terminology at Work Glossary

387

(1)

Management Issues at Work

387

(1)

Managing Beverage Production and Service

388

(39)

This Chapter at Work

389

(1)

Alcoholic Beverages

390

(4)

Historical Perspectives

391

(1)

Physiological Effects of Alcohol

392

(1)

Beverage Service Responsibilities

393

(1)

Beverage Products

394

(6)

Beers

395

(2)

Wines

397

(1)

Spirits

397

(2)

Mixes and Garnishes

399

(1)

Beverage Selection and Care

400

(12)

Purchasing

400

(2)

Beers

402

(1)

Wines

403

(2)

Spirits

405

(2)

Storing

407

(2)

Issuing and Inventory

409

(3)

Beverage Production and Service

412

(6)

Property Layout

412

(1)

Standardized Production

413

(1)

Recipes

413

(1)

Portion Sizes

414

(1)

Glassware

415

(3)

Ice

418

(1)

Manual Beverage Production

418

(2)

Automated Beverage Production

420

(1)

Beverage Service Procedures

421

(1)

By Bartenders

421

(1)

By Beverage Servers

421

(1)

By Bartender and Beverage Server

422

(1)

Regulations and Regulatory Agencies

422

(3)

Licensing

422

(1)

Local Regulations

423

(1)

State Regulations

424

(1)

Federal Regulations

424

(1)

Restaurant Terminology at Work Glossary

425

(1)

Management Issues at Work

426

(1)

Food and Beverage Service

427

(30)

This Chapter at Work

428

(1)

Quality Service Is Critical

429

(2)

Traits of Effective Food and Beverage Servers

431

(3)

Basics of Guest Service

434

(3)

Getting Ready for Service

434

(2)

Service Details Make the Difference

436

(1)

The Server in Action

437

(4)

Special Service Issues

441

(10)

Suggestive Selling

441

(3)

Wine Service Basics

444

(3)

Handling Guest Complaints

447

(4)

Beverage Service Tactics

451

(4)

The Basics

451

(1)

Responsible Alcoholic Beverage Service

452

(1)

Legal Aspects of Alcoholic Beverage Service

452

(1)

The Traffic Light System

453

(2)

Restaurant Terminology at Work Glossary

455

(1)

Management Issues at Work

455

(2)

Labor Cost Control Standards

457

(32)

This Chapter at Work

458

(1)

Labor Cost Control

458

(4)

Labor Control and Quality of Service

459

(1)

The Menu

459

(1)

Food Preparation Methods

460

(1)

Desired Service Levels

460

(1)

Quality of Employee Training

460

(1)

Four-Step Labor Control System: Overview

461

(1)

Step 1: Select Productivity Measures

462

(7)

Labor Cost Percentage

462

(4)

Revenue per Labor Hour

466

(1)

Labor Dollars per Guest

467

(1)

Guests Served per Labor Hour

467

(1)

Review of Alternate Productivity Measures

468

(1)

Step 2: Forecast Guests and/or Revenues and Staffing Needs

469

(4)

Revenue Forecasts

470

(1)

Historical Data

470

(1)

Current Conditions

470

(1)

Future Conditions

470

(1)

Establishing Staffing Requirements

471

(2)

Step 3: Schedule Staff

473

(5)

Developing the Schedule

473

(4)

Distributing the Schedule

477

(1)

Initial Distribution

477

(1)

Schedule Modifications

478

(1)

Step 4: Evaluate Labor Control Results

478

(3)

Meeting Financial Goals

478

(2)

Meeting Service Goals

480

(1)

Management of Salaried Staff

481

(3)

Legal Distinctions

483

(1)

Scheduling Salaried Employees

484

(1)

Technology and Labor Cost Control

484

(4)

Management Productivity Enhancements

485

(3)

Employee Productivity Enhancements

488

(1)

Restaurant Terminology at Work Glossary

488

(1)

Management Issues at Work

488

(1)

Revenue Collection and Control Systems

489

(32)

This Chapter at Work

490

(1)

Revenue Collection and Control Systems

490

(11)

Importance of Revenue Collection

491

(1)

Importance of Revenue Control

492

(2)

Components of Quality Revenue Collection and Control Systems

494

(1)

Charging the Guest

494

(3)

Collecting Revenue

497

(1)

Protecting Cash Assets

498

(3)

External Threats to Revenue Collection and Control

501

(4)

Threats to Cash Collection

501

(2)

Threats to Credit/Debit Card Collection

503

(2)

Threats Related to Personal Checks

505

(1)

Internal Threats to Revenue Collection and Control

505

(7)

Front-of-House Threats

507

(1)

Cashiers

507

(1)

Servers

508

(2)

Back-of-House Threats

510

(1)

Preparation Staff

510

(1)

Management and Supervisory Staff

510

(2)

Threats to Beverage Revenue

512

(3)

Bartender Fraud

512

(2)

Beverage Server Fraud

514

(1)

Technology and Revenue Control Systems

515

(4)

Hardware Enhancements

516

(1)

Software Enhancements

517

(2)

Restaurant Terminology at Work Glossary

519

(1)

Management Issues at Work

519

(2)

Restaurant Analysis and Improvement Procedures

521

(30)

This Chapter at Work

522

(1)

Overview of Analysis and Improvement Process

523

(2)

What Is Food and Beverage Cost?

525

(4)

Close Look at Analysis Process

529

(5)

Set Expectations (Step One)

529

(1)

Assess the ``Actuals'' (Step Two)

530

(1)

Analyze the Variance (Step Three)

530

(2)

Determine Whether the Problem Exists (Step Four)

532

(2)

Frequent Analysis Is Helpful

534

(7)

Revenue Analysis

535

(2)

Food Cost Analysis

537

(3)

Labor Cost Analysis

540

(1)

Close Look at Corrective Action Process

541

(5)

Consider Problem(s) Identified by Analysis (Step One)

541

(1)

Prioritize Problems (Step Two)

542

(1)

Utilize a Decision-Making Process (Step Three)

542

(4)

Tactics for Implementing Change

546

(3)

Overcoming Resistance to Change

547

(1)

Change Must Be Managed

548

(1)

Restaurant Terminology at Work Glossary

549

(1)

Management Issues at Work

549

(2)

PART 3 MANAGING RESTAURANT CHALLENGES

Legal Aspects of Restaurant Management

551

(31)

This Chapter at Work

552

(1)

Legal Aspects of Restaurant Management

552

(2)

The Legal Environment

553

(1)

Preventive Action

554

(1)

The Manager's Legal Duties

554

(3)

Duties of Care

555

(1)

Standards of Care

556

(1)

Liability and Damages

557

(3)

Legal Liability

557

(1)

Negligence

558

(1)

Damages

559

(1)

Restaurant Manager's Responsibility

560

(1)

Responsibilities to Guests

560

(3)

Food Safety

560

(1)

Service Safety

561

(1)

Property Safety

562

(1)

Responsibilities to Employees

563

(3)

Selection

563

(1)

Civil Rights Act of 1964 (Title VII)

564

(1)

Americans with Disabilities Act

564

(1)

Age Discrimination in Employment Act (ADEA)

565

(1)

Wages and Salary Administration

565

(1)

Harassment

565

(1)

Responsibilities to Regulators

566

(6)

Local Requirements

566

(1)

Health Codes

567

(1)

Building Codes

567

(1)

State Requirements

568

(1)

Employment/Unemployment Laws

568

(1)

Alcoholic Beverage Laws

568

(1)

Federal Requirements

569

(1)

Department of Labor

569

(1)

Occupational Safety and Health Administration

570

(1)

Internal Revenue Service

570

(1)

Other Federal Agencies

571

(1)

Responding to Inquires

571

(1)

Other Legal Information

572

(1)

Special Liabilities for Food and Beverage Service

572

(8)

Special Service Liabilities

572

(1)

Uniform Commercial Code

573

(1)

Dram Shop (Third Party Liability)

574

(1)

Incident Reporting

574

(1)

Training Employees

575

(1)

Incident Reports

575

(1)

Responding to an Incident

575

(5)

Restaurant Terminology at Work Glossary

580

(1)

Management Issues at Work

580

(2)

Restaurant Layout and Equipment

582

(43)

This Chapter at Work

583

(1)

Importance of Effective Layout

584

(2)

Layout Affects Restaurant's Constituencies

586

(3)

Layout Factors

589

(4)

Consider On-Site Production Requirements

590

(1)

Dining Room Operating Concerns

591

(1)

Employee-Related Factors

591

(1)

Sanitation Factors

592

(1)

Safety Factors

593

(1)

Restaurant Work Stations

593

(6)

Receiving and Storage Areas

594

(2)

Entree Preparation Area

596

(1)

General Food Preparation Area

597

(1)

Vegetable Preparation Area

597

(1)

Pantry Area

597

(1)

Pot/Pan Washing Area

597

(1)

Dishwashing Area

597

(1)

Cooks' Line Area

598

(1)

Server Pick-up Area

598

(1)

Server Station Areas

598

(1)

Bar Area

598

(1)

Basics of Restaurant Layout

599

(12)

Step 1: Consider (Define) Functional Areas

601

(1)

Step 2: Design Specific Work Stations

602

(5)

Step 3: Integrate Work Stations into Functional Areas

607

(1)

Step 4: Modify Functional Areas

607

(2)

Step 5: Make Final Layout Decisions

609

(2)

Foodservice Equipment

611

(12)

Purchase/Selection Factors

613

(3)

Common Foodservice Equipment

616

(1)

Food Preparation Equipment

616

(1)

Food Production (Cooking) Equipment

617

(1)

Serving Equipment

618

(1)

Refrigeration Equipment

619

(1)

Cleaning/Miscellaneous Equipment

620

(1)

Other Equipment

621

(2)

Restaurant Terminology at Work Glossary

623

(1)

Management Issues at Work

623

(2)

Restaurants and the Banquet Business

625

(33)

This Chapter at Work

626

(1)

Banquets Can Be Good Business

627

(3)

Getting Ready for Banquests

630

(3)

Menu Planning

630

(1)

Training and Standard Procedures

631

(2)

Selling Banquets

633

(3)

External Sales Methods

633

(1)

Internal Sales Methods

634

(2)

Banquet Documentation

636

(6)

Banquet Agreement

636

(1)

Banquet Event Order (BEO)

637

(5)

Banquet Food Production

642

(1)

Production Concerns

643

(1)

Portioning (Plate Service) Concerns

643

(1)

Banquet Beverage Production and Service

643

(3)

Banquet Service

646

(2)

Off-Site Catering

648

(9)

``Diary'' of an Off-Site Event

648

(6)

Staffing the Off-Site Event

654

(1)

About Off-Site Locations

654

(3)

Restaurant Terminology at Work Glossary

657

(1)

Management Issues at Work

657

(1)

Engineering and Facility Maintenance

658

(31)

This Chapter at Work

659

(1)

Engineering Basics

660

(7)

Power

661

(2)

Air

663

(2)

Water

665

(1)

Waste

665

(1)

Wastewater

666

(1)

Grease

666

(1)

Sewage

666

(1)

Conservation and Cost Control

667

(1)

Facility Maintenance

667

(6)

Routine Maintenance

669

(2)

Preventive Maintenance

671

(2)

Back-of-House Maintenance

673

(4)

Production Equipment

673

(1)

Storage Equipment

674

(1)

Warewashing Equipment

675

(1)

In Summary

676

(1)

Front-of-House Maintenance

677

(5)

Seating

678

(1)

Flooring

679

(1)

Wood

679

(1)

Carpet

679

(1)

Ceramic Tile

680

(1)

Lighting

681

(1)

Exterior Maintenance

682

(6)

Building

683

(1)

Roof

683

(1)

Windows

683

(1)

Walls

684

(1)

Grounds (Landscaping)

684

(1)

Flooding

684

(1)

Snow Removal

685

(1)

Plant Life Cycles

685

(1)

Ground Pests

685

(1)

Parking Areas

685

(3)

Restaurant Terminology at Work Glossary

688

(1)

Management Issues at Work

688

(1)

Glossary

689

(19)

Photo Credits

708

(3)

Index

711

Restaurant Operations Management Principles and Practices

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How Marketplace Works:

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