383 Management Week Review Week 5 February 19 February 22 2008 Red White and Food Team Members Enrique Ortiz Devorah Lapin Carlos Quiros Katie Gorman Lunch Position Production Manager Line Manager Service Manager Reservation Banquet Manager 1 EXECUTIVE SUMMARY Our management week was based on a patriotic theme called Red White and Food Our Management team consisted of Enrique Ortiz as our Production Manager Devorah Lapin as our Line Manager Katie Gorman as our Reservations Banquet manager and Carlos Quiros as our Service Manager We managed the lunch service period at the RKR during Week Five of the Winter Quarter Our dates of management were February 19 February 22 2008 Red White and Food featured a New England Cuisine and consisted of Kennedy s Clam Chowder Yankee Pot Roast served with Baby Root Vegetables and Betsy Ross Apple Pie Our three S M A R T objectives were 1 Guest resident time will not exceed 45 minutes 2 Achieve at least 95 on staff comment cards 3 Family meal will be ready at 10 20 While we did not achieve our fist objective we did achieve objective 2 and 3 Our Quarter to Date Theoretical Food Cost is 39 64 This is the number we got from data trap under the tab that says Lunch Theoretical Food Cost Our adjusted food cost is 56 0 this is 1 7 lower than week four and 4 5 lower than week three Our adjusted Bar Cost is 28 1 which is lower than week four by 1 week three by 8 1 and week two by 5 7 Our week made a profit of 729 but the restaurant is still in the in the red Since we only had three days of service one of which was closed to the public due to banquets our numbers were not as high as they could have been It was a successful week filled with many learning experiences that we will carry with us in to the future 2 Content List Executive Summary 2 Introduction 4 1 Mission Statement 4 1 1 Mission Assessment 4 2 RKR Goals Assessment 4 3 S M A R T Objectives 5 4 Guest Perceptions 11 5 Revenue Analysis 17 5 1 Revenue Variance 18 6 Menu Mix Analysis 19 Expense Analysis 21 Financial Summary 22 Management Team Recommendations 23 Key Insights 24 Conclusion 27 3 INTRODUCTION Our management Team for Week five for Lunch Service during winter 2008 included Katie Gorman as our Reservations Banquet Manager Carlos Quiros as our Service Manager Enrique Ortiz as out Production Manager and Devorah Lapin as our Line Manager Our theme was Red White and Food which correlated to the President s Day Weekend which was just prior to our week The theme for the week was a patriotic theme featuring New England Cuisine 1 Mission Statement Our mission is to provide extraordinary timely and professional service to our guests while valuing the unique contribution each staff member has to offer 1 1 Mission Assessment As a team of four individuals we came together to create a management team and a management week that truly did provide extraordinary timely and professional service to our guests while valuing the unique contribution each staff member had to offer We succeeded in managing our week with this mission as the forefront of every aspect of the operation Through guest comment cards we found that on the whole guests were impressed with the professionalism and timeliness of our service and the overall satisfaction of their dining experience In addition based on their experience during our week first time guests family and friends who came in during our week continue to tell us how extraordinary their experience was and are looking forward to coming again Our success in valuing our staff and the unique contributions they made was found through the staff comment cards which indicated that all staff members had high moral during our week and felt valued by us the managers 2 RKR Goals Assessment 1 Exceed Guest Expectations 2 Provide Total Support to Your Staff 3 Manage the Business Professionally We exceeded guest expectations by providing guests with a dining experience that was more meticulous about details than a lot of restaurants in the industry In addition many first time guests came in expecting a mediocre dining experience since it is a laboratory They were more than pleasantly surprised found through both written and verbal comments from guests Their expectations were exceeded by our ability to train our staff and our staff s ability to perform in these areas FOH staff was trained in the details of 4 the sequence of service and our BOH was trained in the preparation presentation and quality of our menu items We feel confident that this RKR goal was met We provided total support for our staff by creating a moral and motivation Star of the Day system through which staff felt valued and appreciated by the management team As a management team we were always available and open to any questions and concerns staff members had before during and after service on a daily basis In addition we individually made an effort to constantly check in on staff members throughout the day We feel confident that this RKR goal was also met We managed the business professionally by being prepared for the unexpected on a daily basis We made communication between us the managers an integral part of our week Another way we were able to run the business professionally was through constant communication with Chef BJ Gary and Bernie to ensure that we were all on the same page at all times Lastly through proper training and appreciation of our staff they the staff really put their best foot forward and created a week in which overall both members of the RKR and our guests were pleased and satisfied with the dining experience during our week 3 S M A R T Objectives 1 Guest resident time will not exceed 45 minutes 2 Achieve a 95 on staff comment cards 3 Family meal will be ready at 10 20 Objective 1 Assessment I Guest resident time will not exceed 45 minutes This objective relates to the RKR goals of running the business professionally and exceeding guest expectations By getting guests in and out of the RKR in a reasonable amount of time in our case 45 minutes this is an indication that our staff is being efficient and that food is being prepared and sent out in a timely manner In addition by seating guests as soon as possible and getting them started on their meal without a lot of waiting time and not causing meal to drag on unnecessarily we are exceeding guest expectations II Strategies and tactics i Seating guests as soon as possible while communicating with kitchen as to not overwhelm the line ii Having tables