Restaurant Operations Management Principles and Practices

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

• ISBN13: 9780131100909
• ISBN10: 0131100904
• Edition: 1st
• Format: Paperback
• Copyright: 2005-04-01
• Publisher: Pearson
• More Book Details

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.

Table of Contents

Preface	xi
PART 1 RESTAURANT BASICS
Introduction to Restaurants and the Restaurant Industry	1	(34)
This Chapter at Work	2	(1)
Brief History of Restaurants	3	(4)
European Restaurant History	3	(2)
U.S. Restaurant History	5	(2)
Close Look at the Restaurant Industry	7	(6)
The Travel/Tourism Industry	8	(1)
The Hospitality Component	9	(1)
The Restaurant Segment	9	(2)
A Close Look at Restaurants	11	(2)
Organization of Restaurants	13	(6)
Single-unit Restaurants	13	(3)
Multiunit Restaurants	16	(3)
Overview of Restaurant Activities	19	(5)
Close Look at Management Activities	24	(8)
Planning	26	(1)
Organizing	27	(2)
Coordinating	29	(1)
Staffing	29	(1)
Directing	30	(1)
Controlling	31	(1)
Evaluating	32	(1)
What's Next?	32	(1)
Restaurant Terminology at Work Glossary	33	(1)
Management Issues at Work	34	(1)
The Restaurant Manager and Sanitation	35	(38)
This Chapter at Work	36	(1)
Introduction: Sanitation Is Critical	37	(2)
Sanitation: Everyone's Concern	39	(7)
Regulatory Agencies	39	(3)
Restaurant Staff Members	42	(1)
Restaurant Manager	42	(2)
Restaurant Employees	44	(2)
Primer on Microorganisms	46	(6)
Conditions for Optimal Growth	48	(1)
Controlling Growth of Microorganisms	49	(1)
Microorganisms and Foodborne Illnesses	50	(2)
Tactics to Prevent Foodborne Illness	52	(7)
Purchasing	53	(1)
Receiving	54	(1)
Storing	54	(1)
Production	54	(1)
After-production Handling	55	(1)
Managing Leftovers	56	(1)
Clean-up	56	(1)
Tableware and Pots/Pans	56	(2)
Furniture, Fixtures, and Equipment (FF/E)	58	(1)
Other Sanitation Issues	59	(3)
Chemical Hazards	59	(2)
Physical Hazards	61	(1)
Pest Control Hazards	61	(1)
HACCP and the Management of Sanitation	62	(7)
Step One: Assess Hazards	64	(1)
Step Two: Identify Critical Central Points (CCPs)	64	(2)
Step Three: Define Limits for Each CCP	66	(1)
Step Four: Monitor CCPs	67	(1)
Step Five: Implement Corrective Actions When Critical Limits Are Exceeded	67	(1)
Step Six: Establish Record-Keeping System	68	(1)
Step Seven: Verify Success of HACCP System	68	(1)
Managing Foodborne Illness Incidents	69	(2)
Restaurant Terminology at Work Glossary	71	(1)
Management Issues at Work	72	(1)
The Restaurant Manager and Safety	73	(34)
This Chapter at Work	74	(1)
Safety Is Critical	74	(2)
Safety: Everyone's Concern	76	(9)
Regulatory Agencies	76	(1)
Federal (OSHA)	76	(4)
State (State OSHA)	80	(1)
Local Departments	80	(3)
Restaurant Staff Members	83	(1)
Restaurant Manager	84	(1)
Restaurant Employees	84	(1)
Safety Basics	85	(10)
Common Employee Accidents	85	(1)
Restaurant Safety Tour	86	(1)
Receiving, Storing, and Issuing	86	(1)
Food Preparation	87	(3)
Cooking	90	(2)
Serving	92	(1)
Clean-up	92	(3)
Restaurant Emergencies	95	(12)
Fires	95	(3)
Bomb Scares	98	(1)
Other Emergencies	98	(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)
Print	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