383 Management Week Review Spring 06 Thank you to Lunch Team 1 for sharing their paper TEAM 1 Prancing Ponies Team Members Shayne Kennedy Thomas Madison Deanna Nguyen Joyce Wong Lunch Position Production Line Service Reservation 1 EXECUTIVE SUMMARY Over the course of our management week during the first week of this quarter we as a management team had hoped to successfully meet the goals of the Restaurant at Kellogg Ranch and execute our mission statement by meeting each of our S M A R T objectives These objectives were as followed We would like to achieve 32 of our total lunch sales through the weekly specials We would like to improve the timeliness of the food production and meet the incremental flow of the lunch sequence of service by achieving 75 of Good or Excellent scores on comment cards questions 1and 6 We would like to achieve positive ratings no Bad or Poor scores on 80 4 out of 5 comment cards returned that are dropped by the service manager during our management week To achieve our first objective we had to successfully market our Manager s Special A Taste of Japan to our peers and our community This was accomplished through community marketing such as the campus marquee campus email and the addition of our flyer to the Restaurant at Kellogg Ranch website We also utilized in house merchandising including decorative table settings a Japanese themed display table for our Manager s Special and specialized training for all front of the house and back of the house staff To judge how we improved the timeliness of our food production we targeted the opinion of the guest as to our timeliness and incremental flow We request that each guest fill out a comment card containing two major questions on the timeliness of their meal Through this we found that we met our objective everyday of the week with an overall increase from Monday to Friday This allowed us to analyze the flow of service from the perspective of the guest as this is the perspective that we value To achieve positive ratings of at least 80 we had the service manager as well as the servers drop comment cards on every table This again allowed us to analyze the satisfaction of the guest from their perspective not ours We will look at our successes and our challenges as well as the lessons that we have learned and the costs that we have incurred throughout our week We will analyze our revenue for the week and will look at how our menu mix influenced that revenue There is also an analysis of our food cost and how that number has influenced the restaurant In addition to meeting our specific objectives we feel that we have executed a successful week within the Restaurant at Kellogg Ranch by minimizing the potential of unforeseen issues by expanding the knowledge and experience of our peers by controlling costs in both the front and back of house to a food cost of 50 8 by maintaining constant communication and teamwork and by setting the stage for the following management teams of Spring 2006 We have offered the insights and recommendations that we have gained as managers during the first week of the quarter and we hope that these pieces of information can be of assistance to the remaining managers of the quarter We hope that this week has been as influential for everyone else as it has been for us and we are truly grateful for the support and the effort that we have received in an effort to make our week successful It was our crew who really executed our Manager s Special and thus our crew who will receive total credit for an incredible week We appreciated the full cooperation from our peers and the HRT 383 staff and in return we promise to offer the same support and respect throughout the rest of the quarter 2 INTRODUCTION We Team A are the lunch managers for week 1 from April10 14 During this week the restaurant began its full operation for lunch service with a la carte and banquet services After the end of a successful opening week we will discuss our progress including our successes challenges and the lessons we learned We will also discuss our performance through our S M A R T objectives and analyze our performance through guest perceptions comment cards menu mix and expenses We will also give recommendations and share some key insights for other groups that are going after us Mission Statement Let It Ride We will always strive to exceed the expectations of our guests through quality and welcoming services while maximizing the academic potential of our peers Mission Assessment Throughout our management week we strived to become better managers as each day progresses The daily results from the comment cards were reviewed with the class We discussed what could have been done better or what we could continue doing to exceed our guests expectations Along with providing quality and welcoming services we also exemplified ourselves as capable managers to our peers We demonstrated leadership qualities and guidance to our peers throughout the first week Everyone could feel the ease of approaching anyone of the managers for questions or concerns Overall our main focus was to create a comforting work environment where our peers could feel comfortable to work in and could learn something new each day RKR Goals Assessment 1 Exceed Guest Expectations During the course of the week everyone in the management team strived to exceed guest expectations by providing the best possible service to the guests The service manager and the reservation manager worked together to try and enhance the dining experience of the guests The service manager would touch every table and personally hand out comment cards to each table while the reservation manager worked with the line and the production managers for a la carte and banquet services Communication between the managers was vital to ensure that the guests received their food in the proper time The main source of measurement for guest expectations derived from the comment cards The service manager approached each table at the end of their meals to check on whether or not they had a pleasant visit and urged each guest to fill out a comment card The success of this approach was that we had more guests willing to fill out comment cards and the service manager was able to find out how the server performed at that table A disappointment related to the achieving maximum guest expectations was the wait for the servers to produce the check to the guests A few of the servers were not at all