J O H N R WA L K E R , DBA, CHA, FMP McKibbon Professor of Hotel and Restaurant Management and Fulbright Senior Specialist, University of South Florida Sarasota-Manatee The Restaurant F R O M C O N C E P T T O O P E R A T I O N Se venth Edition FMTitlePage.indd i 9/13/13 5:34 PM To Donald Lundberg, PhD, my mentor, colleague, and friend Don was admired and respected in the halls of academia as a scholar and pioneer of hospitality and tourism education And to you, the professors, students, and future restaurant owners, wishing you success and happiness Photos were taken by the author unless otherwise noted This book is printed on acid-free paper Copyright © 2014, 2011, 2008 by John Wiley & Sons, Inc All rights reserved Published by John Wiley & Sons, Inc., Hoboken, New Jersey Published simultaneously in Canada No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, 978-750-8400, fax 978-646-8600, or on the web at www.copyright.com Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, 201-748-6011, fax 201-748-6008, or online at www.wiley.com/go/permissions Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose No warranty may be created or extended by sales representatives or written sales materials The advice and strategies contained herein may not be suitable for your situation You should consult with a professional where appropriate Neither the publisher nor author shall be liable for any loss of profit or any other commercial damages, including but not limited to special, incidental, consequential, or other damages Evaluation copies are provided to qualified academics and professionals for review purposes only, for use in their courses during the next academic year These copies are licensed and may not be sold or transferred to a third party Upon completion of the review period, please return the evaluation copy to Wiley Return instructions and a free of charge return shipping label are available at www.wiley.com/ go/returnlabel Outside of the United States, please contact your local representative For general information on our other products and services, or technical support, please contact our Customer Care Department within the United States at 800-762-2974, outside the United States at 317-572-3993 or fax 317-572-4002 Wiley also publishes its books in a variety of electronic formats Some content that appears in print may not be available in electronic books For more information about Wiley products, visit our website at www.wiley.com Library of Congress Cataloging-in-Publication Data Walker, John R., 1944The restaurant : from concept to operation / John Walker.—Seventh edition pages cm Includes bibliographical references and index ISBN 978-1-118-62962-8 (hardback) Restaurant management I Title TX911.3.M27W352 2014 647.95068—dc23 2013018940 Printed in the United States of America 10 FMTitlePage.indd ii 9/13/13 5:34 PM Contents Preface ix Acknowledgments Part One xiii Restaurants, Owners, Locations, and Concepts The Concept of B Café Chapter Introduction Early History of Eating Out French Culinary History Birth of Restaurants in America Challenges of Restaurant Operation 12 Buy, Build, Franchise, or Manage? 14 Starting from Scratch 17 Restaurants as Roads to Riches 18 Global Issues 19 Case Study: Castelli’s Restaurant at 255 21 Chapter Restaurants and Their Owners 24 Kinds and Characteristics of Restaurants 25 Sandwich Shops 29 Quick-Service Restaurants 30 Quick Casual Restaurants 32 Family Restaurants 33 Casual Restaurants 33 Fine-Dining Restaurants 35 Hotel Restaurants 36 Steakhouses 37 Seafood Restaurants 40 Ethnic Restaurants 40 Theme Restaurants 43 Coffee Shops 46 Chef-Owned Restaurants 47 Celebrity Chefs 51 Centralized Home Delivery Restaurants 54 Case Study: EVOS 56 FMTOC.indd iii 9/17/13 10:21 AM iv ■ Contents Chapter Concept, Location, and Design 60 Restaurant Concepts 61 Defining the Concept and Market 66 Successful Restaurant Concepts 67 Restaurant Life Cycles 71 Concept Adaptation 72 Restaurant Symbology 75 Multiple-Concept Chains 75 Sequence of Restaurant Development: From Concept to Opening Planning Services 77 Common Denominators of Restaurants 77 Mission Statement 84 Concept and Location 85 Criteria for Locating a Restaurant 86 Location Information Checklist 98 Case Study: Wurstkuche 100 Part Two Menus, Kitchens, and Purchasing 76 103 Daniel Boulud Chapter The Menu 105 Considerations in Planning a Menu 107 Capability/Consistency 108 Equipment Capacity and Layout 108 Availability of Ingredients 108 Price and Pricing Strategy 109 Nutritional Value 112 Flavor 119 Accuracy in Menus 120 Menu Items 123 Menu Types 126 Menu Engineering 129 Menu Design and Layout 131 Standardized Recipes 132 Menu Trends 132 Case Study: Salt “Gastropub” 137 Chapter Planning and Equipping the Kitchen 142 Back-of-the-House Green 146 Open Kitchen 147 Kitchen Floor Coverings 150 FMTOC.indd iv 9/17/13 10:21 AM Contents ■ v Kitchen Equipment 150 Equipment Stars 155 Maintaining Kitchen Equipment 163 Meeting with the Health Inspector 165 Case Study: Steuben’s Food Service 167 Chapter Food Purchasing 169 Sustainable Purchasing 170 Food-Purchasing System 172 Types of Purchasing 177 Buying Meat 178 Buying Fresh Fruits and Vegetables Case Study: Farm Burger 185 180 Part Three Restaurant Operations 187 Concept of Aria Restaurant Chapter Bar and Beverages 189 Alcoholic Beverage Licenses 190 Bar Layout and Design 192 Beverages 194 Bartenders 198 Basic Bar Inventory 199 Wines 200 Responsible Alcoholic Beverage Service 211 Third-Party Liability 212 Controls 212 Coffee and Tea 214 Case Study: Classic Restaurant Concepts 216 Chapter Operations, Budgeting, and Control 219 Restaurant Operations 220 Front of the House 220 Back of the House 227 Control 229 Liquor Control 231 Controllable Expenses 234 Labor Costs 235 Guest Check Control 241 Productivity Analysis and Cost Control 242 Case Study: Big Shanty Smokehouse 244 FMTOC.indd v 9/17/13 10:21 AM vi ■ Contents Chapter Food Production and Sanitation Our Culinary Heritage 247 Native American Influence 247 African American Influence 248 Italian Influence 246 248 French Influence 249 Receiving 253 Storage 254 Food Production 255 Production Procedures 258 Staffing and Scheduling Foodborne Illness 260 260 Hazard Analysis of Critical Control Points Common Food Safety Mistakes Approaches to Food Safety 270 Food Protection as a System Case Study: PDQ 268 269 271 274 Part Four Restaurant Management 277 Concept of Niche Restaurant Chapter 10 Restaurant Leadership and Management 279 Leading Employees 280 The Nature of Leadership 283 Employee Input, and What’s in It for Me? Policies and Procedures Management Topics 285 285 Restaurant Management Issues Case Study: Eat Here Chapter 11 284 290 301 Organization, Recruiting, and Staffing 304 Job Descriptions 305 Organizing People and Jobs Staffing the Restaurant Civil Rights Laws 307 309 317 Questions to Avoid on the Application Form and During the Interview 320 Careful Selection of Staff 324 Case Study: Short Street Cakes FMTOC.indd vi 327 9/17/13 10:21 AM Contents Chapter 12 ■ vii Training and Service 330 Orientation 331 Part-Time Employees 332 Training and Development 332 Methods for Training Employees 341 Service 344 Tact: Always 356 Case Study: Ophelia’s on the Bay Chapter 13 358 Technology in the Restaurant Industry 361 Technology in the Restaurant Industry Table Management PCI DSS 374 POS Systems 375 Mobile Phone Technology 376 Web-Based Enterprise Portals 378 Gift Card and Loyalty Programs Guest Services and Websites 379 379 Restaurant Management Systems 380 Case Study: Carmel Café & Wine Bar Part Five 362 372 382 Business Plans, Financing, and Legal Matters 385 Concept of Panificio Café and Restaurant Chapter 14 Restaurant Business and Marketing Plans 387 What Business Entity Is Best? 388 Buy–Sell Agreement with Partners Legal Aspects of Doing Business Business Plan 394 394 398 The Difference between Marketing and Sales Marketing Planning and Strategy 402 403 Market Assessment, Demand, Potential, and Competition Analysis 406 Marketing Mix—The Four Ps Case Study: Old Salty Dog FMTOC.indd vii 408 422 9/17/13 10:21 AM viii ■ Contents Chapter 15 Financing and Leasing 425 Financing 426 Sufficient Capital 426 Preparing for the Loan Application 427 Uniform System of Accounts for Restaurants Securing a Loan Leasing 448 What Is a Restaurant Worth? Case Study: Hopleaf Glossary Index FMTOC.indd viii 432 438 455 458 461 473 9/17/13 10:21 AM 478 ■ Index English, Todd, 49 Enlightened hospitality, 70 Entrées menus, 125 serving process, 222 Environmental Defense Fund, 182 Environmental sexual harassment, 291 Environments, love of changing, EPA (U.S Environmental Protection Agency), 146, 150 Equal employment opportunity See EEO Equal Employment Opportunity Commission See EEOC Equipment, 137 breakdown insurance, 455 capacity, 107, 108 costs, 153–154 deep-frying, 157 deskilling jobs with, 154–155 evaporative coolers, 162–163 forced-air convection ovens, 157–158 freezers, 160–161 hot-food holding tables, 159–160 ice machines, 161 infrared cooking, 159 kitchens, 142–146, 166 low-temperature ovens, 157 maintenance, 163–165 microwave ovens, 158–159 ovens, 155–157 pasta-making machines, 161–162 refrigerators, 160–161 specialty cooking, 162 stoves, 155–157 turbo ovens, 157–158 Escherichia coli 0157:H7 (E coli), 261, 262 Escoffier Cookbook, The, 250 Ethnic restaurants, 40–43, 55, 66 Evaporative coolers, 162–163 EVOS origins case study, 56–57 Evvia Estiatorio, 46 Excellent food, 410, 421 Exhaust systems, 147 Existing restaurants buying, 15 equipment, 143 BMindex.indd 478 Expenses See also Costs controllable, 234–235, 432 preopening, 434 Expert power, 283 Expression of self, Eye contact, 353, 357, 358 F Facebook, 30 Fact finding, 298 Fad diets, 119 Failures rates, 14 restaurant concepts, 74 Fair market share, 403, 421 Family and Medical Leave Act See FMLA Family income, 90 Family-style restaurants, 9, 25, 33, 55 Farm Burger introduction case study, 185–186 Farmers’ Cabinet, The, 195 Fast casual restaurants, 25 Fast-food restaurants, 11–12 Fazoli’s, 42 FDA (Food and Drug Administration), 183 Federal income tax See Taxes Feniger, Susan, 49–50 Fermentation, 203 Fertel, Ruth, 426 FIFO (first-in, first-out), 255, 274 50 More Promotions that Work for Restaurants, 415 Financial rewards of ownership, 18 Financing, 425, 426 preparing for loan applications, 427–432 securing loans, 438–448 sufficient capital, 426–427 USAR (Uniform System of Accounts for Restaurants), 432–438 Fine dining restaurants, 25, 35, 55 Fire insurance, 455 First-in, first-out See FIFO First step of buying meat, 179 Flash freezing, 171 Flavors, menus, 119–120 Flay, Bobby, 49 9/2/13 11:42 AM Index Fleming, Paul, 426 Flips, Floor coverings, 150 Florentine, 249 Flour, 115 Flow, kitchen, 143 Flying Biscuit, 32 FMLA (Family and Medical Leave Act), 320 Fogle, Jared, 408 Food Allergy & Anaphylaxis Network, 116 Food allergy precautions, 116–117 Food and Beverage Cost Control, 130 Food and Drug Administration See FDA Foodborne illnesses, 144, 260–269 Food contamination/spoilage insurance, 455 Food-cost, 137 calculating, 111–112, 229–230 food and beverage sales, 233 percentage, 243 technology, 365 Food infections, 263, 274 Food optimization, 229 Food poisoning, 260–264, 274 Food production, 246, 255–258 approaches to food safety, 270–271 common food safety mistakes, 269–270 foodborne illnesses, 260–269 procedures, 258–260 receiving, 253–254 schedules, 260 staffing, 260 storage, 254–255 worksheets, 257 Food protection as a system, 271–273, 274 Food purchasing, 169–170 meat, 1781–80 sustainable purchasing, 170–172 systems, 172–177, 184 types of, 177–178 vegetables, 180–183 Food pyramids, 119 Food quality standards, 174–175 Food safety approaches to, 270–271 common mistakes, 269–270 Food Safety and Inspection Service (FSIS), 179 BMindex.indd 479 ■ 479 Foodservice teams, 349 Food standards (specifications), 172, 173, 184 Food trucks, 30–32 Food Trucks Association, 31 Forced-air convection ovens, 157–158, 166 Forecasting, 286, 300, 429–430 Formal leaders, 284 Formal service, 350–351, 357 Fortified wines, 205, 215 Four Ps (place, product, price, and promotion), 408–421 Four Seasons, 11, 36 Franchises, 14–17, 20, 25, 26–29 Fraunces Tavern, Freebirds Wild Burrito, 32 Freezers, 160–161, 166 French culinary history, 6–7 French influences, 249–253 French Revolution, Friday’s, 12, 34, 63 Friendly’s, 33 Fringe benefits, 392 Front bar, 193, 215 Front of the house, 220–227, 243, 368–372 Fruits, 180–183 See also Vegetables FSIS (Food Safety and Inspection Service), 179 Full-line purveyors, buying from, 177 Full-service restaurants, 143 Fusion cuisine, 274 G Gannon, Tim, 38 Gastrointestinal tract, 116 Gastropubs, 137–139 General liability insurance, 454 General Mills, 16, 72 General partnerships, 390 Gift cards, 379 Gin, 193, 197, 215 Glasses, wine, 206–207 Global issues, 19 Gluten-free menus, 114–116 Goals, 286, 300, 421 for market share, 403, 404 of orientation programs, 332 9/2/13 11:42 AM 480 ■ Index Godzilla restaurant (San Francisco, CA), 66 Goin, Suzanne, 51–52 Goldstein, Joyce and Evan, 415 Gonzmart, Richard, 195 Go Roma, 72 Government inspection and grades of meat, 179 Grades, 184 meat, 179 USDA wholesale produce, 182–183 vegetables, 182 Gramercy tavern (New York, NY), 70 Great American Disaster, The, 68 Great Depression, 10 Greenberg, Adam, 374 Green Dining Best Practices, 182 Greeters, 347–348 Griddles, 156 Grillades, 126 Gris (wine), 203 Gross profits, 431–432 Groupthink, 297, 300 Growth of areas, 90 Guests check control, 241 counts, 220, 243 difficult, 354, 357 services, 379–380 H HAACP (Hazard Analysis of Critical Control Points), 268–269 Habiger, Josh, 62 Habits, HACCP (Hazard Analysis of Critical Control Point), 179 Hamersley, Gordon, 49 Hamersley’s Bistro (Boston, MA), 49 Handling complaints, 354–356, 357 Hapa Ramen, 30 Happy Cow Healthy Eating Guide, 118 Hard Rock Cafe, 34, 68–69 Hard sell vs soft sell, 349–350, 357 Hayes, David K., 130 BMindex.indd 480 Hazard Analysis of Critical Control Point (HACCP), 179 Hazards bacteria, 261–262 HDL cholesterol, 114 Head cooks, 313 Health inspectors, meeting with, 165 Hepatitis, 267, 274 HFE (Human Factors Engineering), 369 Hiring, 319, 324 See also Staffing History of eating out, 5–6 French culinary, 6–7 responses to changing times, 11 of restaurants, 7–12 Wurstkuche history and concept case study, 100–101 HIV-positive employees, 319–320 Holding areas, 190, 215 Home delivery restaurants, 54–55 Hopleaf case study, 458–459 Hotel restaurants, 36–37 Hot-food holding tables, 159–160 Hours allowed to work by minors, 315–316 of operation, 12 Houston’s, 12 Howard Johnson’s restaurant concepts, 64 in Wollaston, MA, 10 Human Factors Engineering See HFE Humm, Daniel, 70 Hutmacher, Brian, 61 HVAC systems, 147 I IBarControl solutions, 232 Ice machines, 161 Ideal employee profiles, 313 Illnesses, foodborne, 144, 260–269 Image, 61 Immigration and Naturalization Service See INS 9/2/13 11:42 AM Index Immigration Reform and Control Act of 1986, 316, 318, 326 Impressions, 61 IMPS (Institutional Meat Purchase Specifications), 178, 184 Income statements, 430–431 Income tax See Taxes Increasing sales, 228 Independent restaurants, 25–26, 55 Infectious hepatitis, 264 Informal leaders, 284 Informal service, 350–351, 357 Infrared cooking equipment, 159 In-house advertising, 418 Input, employees, 284–285 INS (Immigration and Naturalization Service), 316 Institutional Meat Purchase Specifications (IMPS), 178, 184 Insurance, restaurants, 454–455 Intelligence, level of, 282 Interest rates, 438, 457 Intermediate loans, 427, 457 Internal Revenue Service See IRS Interpersonal communication, 288 Interviewing, 311–314, 326 multiple interview approach, 323 questions to avoid, 320–324 tips for improving, 325 Inventory bars, 199–200 beverages, 232 control, 175–176, 184 technology, controls, 363–364 Investment options, 14–17 franchises, 267 See Franchises starting restaurants from scratch, 17–18 IRS (Internal Revenue Service), 392 See also Taxes Italian influences, 248–249 Italian restaurants, 41–42 Items calculating food cost per, 230–231 menus, 107, 123–126, 137 BMindex.indd 481 ■ 481 J Jack in the Box, 31 Jeffers, Michael, 56–57 Jimmy John’s, 29 Jobs descriptions, 305–307, 326 functions, 307–309 instruction sheets, 305–307 positions, 305–308, 326 specifications, 305, 326 K Kasavana, Michael, 129 Katsigris, Costas, 148 Katz’s deli (New York, N.Y.), 9, 10 KDS (kitchen display systems), 364–368, 381 Keller, Thomas, 49 Kentucky Fried Chicken (KFC), 11–12, 113 Key result areas See KRAs Kids’ menus, 128–129 Kitchen display systems See KDS Kitchen managers, 256, 274, 313 Kitchens back-of-the-house green, 146–147 equipment, 150–165, 166 See also Equipment floor coverings, 150 layouts, 142–146 maintenance, 163–165 meeting with health inspectors, 165 open, 147–150 Knockout criteria, 89–90 Kobe beef, 38 KRAs (key result areas), 223, 243 Kroc, Ray, 12, 64, 407 L Labor costs, 235–240, 243 labor management systems, 367–368, 381 as a percentage of sales, 81–82 La Cuisine Classique, 250 Lagasse, Emeril, 49 9/2/13 11:42 AM 482 ■ Index La grande cuisine, La Madeleine chain, 33 Lamb, 179 Lambridis, Dino, 56–57 La Pavillon de France, 11 La Salsa, 32 Last-in, last-out See LIFO Las Vegas, Nevada restaurants, 129 Lawler, Edmund, 331 Laws, selecting business entities, 388–393 Layouts back-of-the-house green, 146–147 bars, 192–193 capacity, 108 floor coverings, 150 kitchens, 142–146 menus, 107, 131–132, 137 open kitchens, 147–150 Lazaroff, Barbara, 47–48 LBWA (leadership by walking around), 284, 300 LCI (learner-controlled instruction), 357, 341–343 LDL cholesterol, 114 Leaders, 281–282, 300 Leadership, 279, 300, 357 See also Management development, 333 leading employees, 280–283 nature of, 283–284 Leadership by walking around See LBWA Leadership in Energy and Environmental Design See LEED Leading employees, 280–283 Leading sauces, 251, 274 Lead sheets, 223 Learner-controlled instruction See LCI Leasing, 83, 90, 439–440, 448–455, 457 Le Cuisinier Franỗois (1651), 250 LEED (Leadership in Energy and Environmental Design), 146 Lee Roy Selmon’s restaurant, 39 Legal aspects of doing business, 394–398 Legal issues, 18 Legislation that affects design, 144 Legitimate power, 282 Le Guide Culinaire, 250 Length of leases, 452 BMindex.indd 482 Lessons in Service: From Charlie Trotter, 331 Lettuce Entertain You Enterprises (Chicago, IL), 113 Levels, products, 410, 421 Liability, 457 avoiding personal, 448 corporations, 391 general insurance, 454 partnerships, 390 sole proprietorships, 389 third-party, 212, 215 Liautaud, Jimmy John, 29 Licenses, alcoholic beverages, 190–192, 215 Life cycles products, 412, 421 restaurant concepts, 71–72 Life insurance, 448 Lifestyles, LIFO (last-in, last-out), 254, 274 Lighting, 62 Limited partnerships, 390, 439 Liquor, 193 See also Alcoholic beverages control systems, 231–234, 243 liability insurance, 455 Lloyd’s of London, Loans, 427 applications, 427–432 SBA (Small Business Association), 439–444 securing, 438–448 sources, 438–439 Local banks, 438–439 Local savings and loan associations, 439 Locations, 18, 60, 409–410 information checklists, 98–99 restaurant concepts, 85–99 Logos, 61, 62 See also Restaurant concepts Lombardi, Vince, 13, 343 Lone Star, 38 Longhorn Steakhouse, 38 Loss-leader meals, 418–419 Low demand, filling in periods of, 418 Low-temperature dishwashers, 165, 166 ovens, 157, 166 9/2/13 11:42 AM Index Loyalty programs, 379 Lunch menus, 127–128 Lynch, Barbara, 53–54 M Maggiano’s, 72 Mailing lists, 420–421 Maintenance, equipment, 163–165 Ma Maison, 48 Management, 14–17, 18, 279, 357 ADR (alternative dispute resolution), 297–299 conflict management, 294–296, 300 conflict resolution, 296–297 control systems, 290 costs, 228 CRM (customer relationship management), 379 development, 333 labor management systems, 367–368 menus, 130, 365–367 organizing people and jobs, 307–309 performance, 289–290, 300 planning, 285–287 product, 362, 381 restaurant management systems, 380–381 sexual harassment, 290–294, 300 tables, 365, 372–374 Managers as coaches, 343–344, 357 Marie Callender’s, 33 Marinated foods, 120 Marketing, 18, 421 action plans, 408, 421 difference between sales, 402–403 four Ps (place, product, price, and promotion), 408–421 philosophies, 401, 421 plans, 387–388 Market Report, The, 177 Markets, 421 assessment, 406–407 demand, 406–407 population, 90 positioning, 407–408 potential, 407 restaurant concepts, 66–67 BMindex.indd 483 ■ 483 segmentation, 407–408, 421 share, 403, 404, 421 target, 61, 82, 407–408 Matching equipment with menus, 152–153 locations with concepts, 92 pairing with wine (menus), 125–126 MBG (Meat Buyer’s Guide), 179, 184 McDonald, Ronald, 65, 75 McDonald’s, 12, 407 food protection as a system, 271–273 investment options, 27, 28 multiple-concept, 75–76 nutritional value of menus, 113 restaurant concepts, 64, 65–66 symbols, 75 Meat, buying, 1781–80 Meat Buyer’s Guide (MBG), 179, 184 Mechanics of ordering, 176–177 Mediation, 298 Mediterranean menu trend, 135 Mentally challenged people, hiring, 319 Mentors, 297, 300 Menus, 18 accuracy in, 120–122, 137 adaptation of concepts, 72 allergy precautions, 116–117 availability of ingredients, 108–109 beverages, 194–198 calculating food cost, 230–231 concept restaurants, 65 cross-cultural preferences, 118–119 design, 131–132, 137 engineering, 129–131, 137 equipment capacity, 108 flavors, 119–120 food purchasing See Food purchasing gluten-free, 114–116 items, 123–126, 137 layouts, 131–132, 137 management systems, 365–367, 381 matching equipment, 152–153 nutritional value, 112–119 planning, 107–108 prices, 80, 109–112, 130, 137 9/2/13 11:42 AM 484 ■ Index Menus (continued) standardized recipes, 132 trends, 132–137 types, 126–129 Merchandising, 402 Merlot, 199, 201, 215 Mesa Grill (Las Vegas, NV), 49 MESBICs (minorities enterprise SBICs), 441, 457 Methods, training, 341–344 Mexican restaurants, 40–41 Meyer, Danny, 69–71, 222, 347 Miami Subs, investment options, 27 Michelin ratings, 16 Microwave ovens, 156, 158–159 Miller, Jack, 129 Milliken, Mary Sue, 49–50 Ming-Tsai, 43 Minimal populations, 91 Minimal size for a restaurant, 89 Minorities enterprise SBICs See MESBICs Minors, restrictions on employing, 315–316 Mise-en-place, 259, 274 Mission statements, 73, 84–85, 99, 281, 300 Mobile phone technology, 376–378, 381 Modeling behavior, 341, 357 Moe’s Southwest, 32 Monaghan, Thomas, 29 Money, making, Monkey Joe’s, 32 Moral character, 282 Morimoto (Philadelphia, PA), 49 Morimoto, Masaharu, 49 Morton, Peter, 68 Mother sauces, 251, 274 Motivation, 228, 289 Muller, Christopher, 13 Multiple-concept chains, 75–76 Multiple interview approach, 323 Music, 62 N NAFEM (North American Foodservice Manufactures), 150 Nakano, Richie, 30 BMindex.indd 484 Names, protecting restaurant, 64 NAMP (National Association of Meat Processors Association), 179 National Association of Meat Processors Association (NAMP), 179 National Institutes of Health See NIH National Livestock and Meat Board, 178 National Restaurant Association See NRA National Sanitation Foundation, 144 Nation’s Restaurant News, 344 Nation’s Restaurant News and Restaurants & Institutions, 25 Native American influences, 247–248 Natural food purchasing, 170 Negotiation phase, 296 Night restrictions, minors, 315–316 NIH (National Institutes of Health), 116 NOLA Restaurant (New Orleans, LA), 49 Nonalcoholic beverages, 197–198 Nonprogrammed decision, 288, 299, 300 Nook-and-cranny locations, 90–91 Norman, Bill, 323 Norman, Ed, 148 North American Foodservice Manufactures See NAFEM Nouvelle cuisine, 253 NRA (National Restaurant Association), 20, 150 annual industry sales, electricity waste, 151 Foodservice Purchasing Managers Executive Study Group, 171 menu trends, 136 Sanitation Operations Manual, 262 training aids, 336 water waste, 151 Nutritional value, 107, 112–119, 137 O Objectives, hiring, 324 Off-sale beer and wine license, 191 Off-sale general license, 190 Old Salty Dog case study, 422–423 Olive Garden, 16, 41 Olives (Las Vegas, NV), 49 9/2/13 11:42 AM Index On-sale beer and wine license, 190 On-sale beer license, 191 On-sale general license, 190 Open-door policies, 298 Opening, from concept to, 76–77, 99 Open kitchens, 147–150 Open Table, 220 Operating ratios, 242, 243 Operations, 18, 219, 220 back of the house, 227–228 challenges of, 12–14 front of the house, 220–227 Ophelia’s on the Bay case study, 358–359 Orders, taking, 352 Organic alcohol, 199 Organizing, 287, 300, 307–309, 326 Orientation, 331–332, 357 Osteria Mozza (Los Angeles, CA), 49 Outback Steakhouse, 34, 38–39 Outbreaks, 266, 274 Ovens, 154, 155–157 forced-air convection, 157–158 low-temperature, 157, 166 microwave, 156, 158–159 turbo, 157–158 Ownership, 18 casual dining restaurants, 33–34 celebrity chefs, 51–54 centralized home delivery restaurants, 54–55 chain/independent restaurants, 25–26 chef-owned restaurants, 47–51 coffee shops, 46–47 ethnic restaurants, 40–43 family-style restaurants, 33 fine dining restaurants, 35 franchises, 26–29 hotel restaurants, 36–37 quick casual restaurants, 32–33 quick-service restaurants, 30–32 sandwich shops, 29–30 seafood restaurants, 40 steakhouses, 37–39 theme restaurants, 43–46 women chefs as owners, 49–51 BMindex.indd 485 ■ 485 P Page, Karen, 48 Panda Express, 43 Panera Bread, 32 Parasites, 264 Parking spaces, 89 Par levels, 256, 258, 259 Parsa, Dr H G., 14 Par stocks, 172, 176, 184 Partnerships, 388, 390–391 Part-time employees, training, 332 Pass, 238, 243 Pasta House Co., 41 Pasta-making machines, 161–162 Pathogens, 261, 274 Patient Protection and Affordable Health Care Act See PPACA Paul and Bill’s, 41 Pavesic, David, 129, 130 Pay at the table technology, 373–374, 382 Payment Card Industry Data Security Standard See PCI DSS Paypalt, Jean-Baptiste Gilbert, Payroll, 235, 392 See also Labor costs PCI DSS (Payment Card Industry Data Security Standard), 374–375, 382 PDA (personal digital assistant), 365, 381 PDQ case study, 274–276 Peer review, 298 Pegler, Martin M., 44 Pei Wei, 32, 43 Performance management, 289–290, 300 Perkins, 33 Permits, 18 Per Se (New York, NY), 49 Peter Luger Steakhouse (Brooklyn, N.Y.), 37 Petite Syrah, 201, 215 Petits gateaux (little cakes), Petits pois, 249 P.F Chang’s, 43, 426 Philosophies, marketing, 401 Physically challenged people, hiring, 319 Phytonutrients, 170 Pinot Blanc, 203, 215 9/2/13 11:42 AM 486 ■ Index Pinot Grigio, 203, 215 Pinot Gris, 203 Pinot Noir, 202 Pitruzzelli, Joseph, 100–101 Pizza ovens, 15 restaurants, 41–42 Pizza Hut, 28 Place (location), 409–410 Placement, 307, 322 Planet Hollywood, 43 Planning kitchens, 142–146 management, 285–287 menus, 107–108 services, 77 Point-of-sale See POS Points, 438 Policies, 285, 298 Pope John Paul II, 29 Population markets, 90 minimal, 91 Pop-up restaurants, 30 Pork, 179 Portion cuts, 177, 178, 184 POS (point-of-sale), 231, 364, 381 selecting systems, 368–372 technology, 375–376 Positioning, 421 markets, 407–408 products, 411 Potential, market, 407 Pouring liquors, 193 Powell, Douglas, 114 Power, 282–283 PPACA (Patient Protection and Affordable Health Care Act), 397–398 Preemployment drug/physical examinations, 326 Premium-brand liquors, 193, 215 Prenegotiations, 295 Preopening expenses, 434 Prep (preparation), food, 256, 274 Preprepared foods, par stocks, 176 Prices, 80, 107, 109–112, 130, 137, 412–414 See also menus BMindex.indd 486 Prime costs, 414, 421 Prime meat, 179 Primes, 130 Procedures, 285 Processed foods, 115 Production food See Food production matching equipment with schedules, 152–153 sheets, 227, 243, 256, 274 Productivity analysis, 242–243, 436 Products analysis, 411, 421 development, 411 four Ps, 410–412 levels, 410, 421 life cycles, 412, 421 management, 362, 381 mixes, 229 positioning, 411 Profiles, ideal employee, 313 Profitability, 84, 99 beverage sales, 190 gross profits, 431–432 menus, 130 taxes, 392 See also Taxes Programs, loyalty, 379 Prohibition (1920-1933), 114, 195 Promotions, 81, 414–421 See also Marketing Property insurance, 454 Proposals, selling, 444–445 Protecting restaurant names, 64, 99 Public policy that affects design, 144 Puck, Wolfgang, 47–48, 49 Pull handles, 193, 215 Pump Room (Chicago, IL), 176 Purchasing food See Food purchasing technology, 362–363 Pyramids, food, 119 Q Quality control systems, 16, 20 food inspector certifications, 177 9/2/13 11:42 AM Index food quality standards, 174–175 prices and, 414 Quick casual restaurants, 32–33, 55 Quick-service restaurants, 9, 25, 30–32, 55 Quid pro quo, 290 R Rating forms, interviews, 314 Raving Brands, 32 Raw fare, 113, 137 Real authority, 284 Reassessments, 296 Receiving, 253–254 Recipes, standardized, 107, 132 Recruitment, 310–311, 326 Recycling, 231 Red Book, 223 Red Book Solutions, 223 Red Lobster, 12, 16, 40, 64 References, telephone, 323–324 Refrigerators, 160–161, 166 Reorder points, 172, 176, 184 Reports daily flash, 220, 221 shoppers, 223–227 Reservations, 220 Resources, location information, 87–89 Responses to changing times, 11 Responsible alcoholic beverage service, 190, 211–212, 215 Restaurant and Institutions magazine, 135 Restaurant Business, 86 Restaurant concepts, 4, 60, 61–62, 99 adaptation, 72–74 changing, 73 clear-cut or ambiguous?, 62–64 common denominators of, 77–84 from concept to opening, 76–77, 99 copying, 73–74 Danny Meyer, 69–71 defining concepts and markets, 66–67 failures, 74 Hard Rock Cafe, 68–69 life cycles, 71–72 BMindex.indd 487 ■ 487 locations, 85–99 mission statements, 84–85 multiple-concept chains, 75–76 planning services, 77 protecting names, 64 successful, 67–68 symbols, 75 Wurstkuche history and concept case study, 100–101 Restaurant management systems, 380–381 Restaurants, 20 See also Specific restaurants American-style, 9–11 casual dining, 55 challenges of operation, 12–14 chef-owned, 55 competition, 90 as corporations, 391–393 differentiation, 411–412 ethnic, 55, 66 family-style, 55 fast-food, 11–12 financial rewards of ownership, 18 fine dining, 55 history of, 7–12 home delivery, 54–55 independent, 55 insurance, 454–455 investment options, 14–17 Las Vegas, Nevada, 129 operations See Operations origin of word, placement of bars within, 193–194 quick casual, 55 quick-service, 55 staffing See Staffing starting from scratch, 17–18 steakhouses, 55 theme, 55, 65 types of, 9–11, 25 value of, 455–457 women chefs as owners, 49–51 Restrictions on employing minors, 315–316 Retirement, restaurant occupations in, Reward power, 283 Rewards, 228 9/2/13 11:42 AM 488 ■ Index Riesling, 202, 215 Risks, 13 franchises, 26 investment options, 15 Ritz, César, 75 Ritz-Carlton, 36 Roasting, 157 Romano’s Macaroni Grill, 31, 41 Rosen College of Hospitality Management, 13 Rotation of goods, 254–255 Row concepts, 90 Roy’s (New York, NY), 194 Rubio’s Fresh Mexican Grill, 32 Ruby Tuesday’s, 34 Rum, 197 Ruth’s Chris, 38, 426 S Safety, food allergy precautions, 116–117 Salads (menus), 125 Sales, 18 difference between marketing, 402–403 forecasting, 429–430 Sales tax, 397 Salmonella, 261, 263 Salt Gastropub Introduction case study, 137–139 Sanders, “ Colonel” Harland, 12 Sandwich Shop, The, 29 Sandwich shops, 29–30 Sanitation, 246 approaches to food safety, 270–271 common food safety mistakes, 269–270 foodborne illnesses, 260–269 food protection as a system, 271–273 HAACP (Hazard Analysis of Critical Control Points), 268–269 Sanitation Operations Manual, 262 Sauces, French, 251–253 Sauvignon Blanc, 202, 215 SBA (Small Business Association), 439–444 See SBA SBICs (small business investment companies), 441, 457 Schedule K-1, 390 BMindex.indd 488 Schedules deliveries, 222 food production, 260 maintenance, 163–165 training, 335, 357 Schultz, Howard, 46–47 Schussler, Steven, 44 SCORE (Service Corps of Retired Executives), 442, 457 S corporations, 392 Scotch whisky, 196 Screening substance abusers, 325 Seafood restaurants, 40 Seasonal availability of menu items, 107 Seasonings, French, 251–253 Seats correct number of, 80–81 turnover, 79, 436–438 Securing loans, 438–448 Segmentation, markets, 407–408, 421 Selected cuts of meat, 178, 184 Selecting kitchen equipment, 152 POS (point-of-sale) systems, 368–372 Selection process, staffing, 314–315, 324–326 Select meat, 179 Self-confidence, 282 Servers as independent businesspeople, 348–349 qualities of good, 347 suggestions, 353 Service, 331, 344–356, 410, 421 difficult guests, 354 encounters, 346–347, 357 family feeling, 347 foodservice teams, 349 formal or informal, 350–351 greeters, 347–348 hard sell vs soft sell, 349–350, 357 planning, 77 setting tables, 351 style of, 18 tact, 356, 357 taking orders, 352 9/2/13 11:42 AM Index Service Corps of Retired Executives See SCORE Serving process, 222 ServSafe Alcohol, 22 Setting tables, 351 Setting up food purchasing systems, 174 Sewage, 89 Sexual harassment, 290–294, 300 Shigella dysenteriae, 264, 274 Shopper services, 223–227 Shopping mall locations, 90–91 Short leases, 90 Short Street Cakes case study, 327–328 Side of beef, 178, 184 Signs, 61 Silent partners, 439 Silverton, Nancy, 49 Single-use real estate loans, 427, 457 Slogans, training, 337 Slow cooking, 153, 166 Small Business Association See SBA Small business investment companies See SBICs Smith, Donald, 129 Smoked foods, 120 Social distance, 345, 357 Socialization, restaurant as a place for, Social media advertising, 419 pop-up restaurants, 30 Social Security (FICA), 237, 389 Sole proprietorships, 388, 389–390 Soul food, 248, 274 Soups (menus), 124 Sources of money, 445–446 Sous vide, 154, 166 Spaghetti Factory, The, 63 Spago, 48 Sparkling wines, 205 Specialty cooking equipment, 162 Specifications food standards, 172, 173, 184 IMPS (Institutional Meat Purchase Specifications), 178 jobs, 305, 326 Square foot requirements, 79–80 BMindex.indd 489 ■ 489 Staffing, 309–317 careful selection of, 324–326 civil rights laws, 317–320 food production, 260 interviewing See Interviewing problems, 280 questions to avoid on applications/interviewing, 320–324 selection process, 314–315 Stagiaire, culinary, 69 Standardized recipes, 107, 132 Standards food quality, 174–175 grade, 182–183 Staphylococcus aureus, 263, 274 Starbuck’s, 32, 46–47 Starting restaurants from scratch, 17–18 Start-up costs, 428 periods, 14 preopening expenses, 434 Statements income, 430–431 mission, 73, 84–85, 99 State registration (of businesses), 397 Steak and Ale, 12, 31, 33, 38 Steakhouses, 37–39, 55 Step-by-step job learning, 334, 337–338 See also Training Steuben’s Food Service case study, 167 Stockpiling credit, 444, 457 Storage, 254–255 Stoves, 155–157 Strategic plans, 285, 300 Strategies, 281, 286, 401, 421 handling complaints, 354–356 market share, 404 menu pricing, 109–112, 137 Strengths, weaknesses, opportunities, and threats See SWOT Stuart Anderson’s Black Angus, 38 Styles of restaurants, Substance abusers, screening, 325 Suburban locations, 90–91 Subway, 15, 75–76 9/2/13 11:42 AM 490 ■ Index Success, 13 common denominators of, 77–84 restaurant concepts, 67–68 Sufficient capital, 426–427 Sullivan, Chris, 34, 38 Sun Capital Partners, 28 Sustainable menus, 128 Sustainable purchasing, 170–172 Sweeney’s, SWOT (strengths, weaknesses, opportunities, and threats), 285, 300, 404, 421 Symbols, 61, 75 Syndicates, 439 Systems food purchasing, 172–177 restaurant management, 380–381 T Tables management, 365, 372–374 pay at the table technology, 373–374 setting, 351 Taco Bell, 12, 63 Tact, 356, 357 Tactics, 281 Takeover locations, 93–94 Taking orders, 352 Tapas Barcelona, 46 Target markets, 61, 82, 407–408 Tasting, wine, 205–206 Taverns, Taxes sales tax, 397 selecting business entities, 388–393 Teams, 18, 228, 357 food production, 256 foodservice, 349 Teas, 214–215 Technology, 361, 362–372 back of the house, 362–364, 381 front of the house, 368–372 guest services, 379–380 KIDs (kitchen display systems), 364–368 mobile phone, 376–378 BMindex.indd 490 PCI DSS (Payment Card Industry Data Security Standard), 374–375 POS (point-of-sale), 375–376 restaurant management systems, 380–381 time management, 372–374 web-based enterprise portals, 378 websites, 379–380 Telephone references, 323–324 Temperature and bacteria, 266 food safety mistakes, 269–270 Tequila, 197, 215 Terminology, leases, 452 Term loans, 427, 457 Testing, preemployment, 311, 326 T.G.I Friday’s See Friday’s Theme Restaurant Design, 44 Theme restaurants, 43–46, 55, 65 Theories, training, 339–340 Third-party investigations, 298 Third-party liability, 212, 215 Third-party sexual harassment, 292 Thomas, Christopher, 148 Thomas, R David, 62 Tie-ins, 418 Tilting skillets, 155, 166 Time, food safety mistakes, 269–270 Time management, 228, 372–374 Time of eating, 79 Too Hot Tamales, 50 Topographical surveys, 94, 99 Trader Vic’s, 11 Traffic generators, 89 Training, 313, 314, 317, 326, 331 aids, 336–337 and development, 332–341, 357 methods, 341–344 orientation, 331–332 part-time employees, 332 programs, 334–336 schedules, 335, 357 service, 344–356 See also Service theories, 339–340 Traitors’ (hotel restaurateurs’), Trans fatty acids, 114 9/2/13 11:42 AM Index Travel guides, 420 Travel time, 92 Trends, 107, 132–137, 180 Trichinella spiralis, 264 Turbo ovens, 157–158 Turnover, seat, 79, 436–438 Twitter, 30 Two-for-ones, 418 Types of alcoholic beverage licenses, 190–191 of food purchasing, 177–178 menus, 107, 126–129 of power, 282–283 of restaurants, 9–11, 25 U Under bar, 193, 215 Undocumented aliens, employment of, 316 Uniform Partnership Act, 390 Uniform System of Accounts for Restaurants See USAR Union Square Cafe (New York, NY), 70 Union Square Hospitality Group, 69, 222, 347 United States, history of restaurants in, 7–12 United States Department of Agriculture See USDA Umbrella/excess liability insurance, 455 Unoaked, 202 Upholstery, 62 Urbain-DuBois, Felix, 250 USAR (Uniform System of Accounts for Restaurants), 432–438 USDA (United States Department of Agriculture), 178 grades of meat, 179 wholesale produce grades, 182–183 U.S Environmental Protection Agency (EPA), 146, 150 U.S Guidebook for Marines, 282 Utilities, 89 Utility versus pleasure, 78, 99 BMindex.indd 491 ■ 491 V Value, 410, 421, 455–457 Veal, 179 Vegan menus, 113, 117–118, 137 Vegetables canned, 183 food purchasing, 171, 180–183 Vegetarian menus, 113, 117–118, 137 Vetri, Marc, 53 Vibrio comma, 264 Viral infections, 264 Viruses, 266–267 Visibility criteria, 96–97 from streets, 90 Vision, 281, 300 Vodka, 197, 215 W Waffle House, 33 Walsh, Mrs Julius S., 195 Washington, George, Waters, Alice, 52, 132 Water waste, 151 Wattel, Bob, 113 Web-based enterprise portals, 378 Websites, 379–380 Well brand liquors, 193, 215 Wendy’s, 62 Whisky, 196, 215 White spirits, 197 White Zinfandel, 215 Wholesale cuts, 178, 184 William the Conqueror, 118 Wilson, Tyler, 100–101 Wine, 200–210, 215 aromatic, 205 bottles and glasses, 206–207 with food, 208–210 fortified, 205 matching/pairing with (menus), 125–126 selecting wine lists, 207–208 sparkling, 205 9/2/13 11:42 AM 492 ■ Index Wine (continued) tasting, 205–206 winemaking, 203–204 Wine Lovers’ Manual, 206 Wine Spectator’s 100-point scale, 204 Women chefs as owners, 49–51 Work centers, 146, 166 Worker’s compensation and employers’ liability insurance, 454 Workflow, kitchens, 144 Worksheets, food production, 257 W R Grace, 72 Writing business plans, 398–402 job descriptions, 305 BMindex.indd 492 Wurstkuche history and concept case study, 100–101 Y Yellow Pages advertising, 420 Z Zabaglione, 249 Zagat Survey, 70 Zinfandel, 203, 215 Zoning, 89, 95 9/2/13 11:42 AM ... paramount to the success to the operation Whether your concept is for a small town or large city, strip mall or free-standing operation, franchise or new concept, the basic rules outlined in The Restaurant... attention to the details Now in its Seventh Edition, The Restaurant: From Concept to Operation continues the success of previous editions, providing the skills and information needed to succeed... as a part of the theme Joe Baum, the developer of this restaurant, understood why people go to restaurants? ?to be together and to connect with one another It is very important that the restaurant