383 Management Week Review East Meets West Lunch Team Members Position Quintin Chan Line Manager Juliana Chen Production Manager David Harrison Reservations Manager Alison Hawkins Service Manager Rachelle Maiorca Cost Control Manager EXECUTIVE SUMMARY We are Week 2 of the Winter 2009 Lunch session Our group members include Quintin Chan LM Juliana Chen PM David Harrison RM Alison Hawkins SM and Rachelle Maiorca CCM Our mission statement is Demonstrating excellent service and food quality by monitoring guest satisfaction and providing total staff support Our objectives were guidelines that we set to help us maintain our mission as well as uphold the RKR goals which include 1 Exceed guest expectations 2 Provide total support for our staff 3 Manage the business professionally Our objectives are as follows 1 Increase the average check by 6 92 compared to the past three quarters The average check for the past three quarters was 15 45 2 Achieve an average of 50 of the total menu mix to come from the Manager s Special each week 3 Increase beer sales by 50 compared to Winter 2008 quarter who had a total of 118 beers sold during the quarter an average of 13 beers per week In order to meet this goal we would need to sell a minimum of 5 beers per day totaling 20 beers for the week 4 All front of the house staff will be able to recite translate and follow through with the Lunch Sequence of Service 5 We will reduce the number of injuries compared to the preview week and week 1 by 5 We met all of our objectives except for the first two Our average check was only 14 89 while our goal was 16 37 a difference of 1 48 With regards to our second objective we were only able to achieve a total of 35 of our menu mix coming from our Manager s Special a difference of 15 from our goal of 50 Our third objective increase beer sales by 50 compared to Winter 08 we not only met but exceeded our goal We wanted to sell 20 beers for our week and sold a total of 34 We also met our last two objectives relating to Sequence of Service and reducing the number of injuries Our total sales for our week were 4 377 31 Food Sales accounted for 4 119 18 and Bar Sales accounted for 258 13 This left us with QTD total lunch sales of 7 910 49 During our week we served a total of 294 guests which gives a QTD lunch guest count of 553 Our food cost for our week lunch and dinner combined was 63 3 with an adjusted food cost of 44 5 Our current QTD adjusted food cost is 40 6 Our bar cost for our week lunch and dinner combined was 48 1 with an adjusted bar cost of 44 1 Our QTD adjusted bar cost percentage is 49 5 Our profits during our week were 434 leaving a QTD loss of 6 780 Content List Executive Summary 1 Introduction 2 1 Mission Statement 2 1 1 Mission Assessment 3 2 RKR Goals Assessment 3 3 S M A R T Objectives 4 4 Guest Perceptions 11 5 Revenue Analysis 15 5 1 Revenue Variance 16 6 Menu Mix Analysis 17 Expense Analysis 19 Financial Summary 23 Management Team Recommendations 26 Key Insights 27 Conclusion 29 INTRODUCTION We are Week 2 lunch section of the Winter 2009 quarter Our team members include Quintin Chan LM Juliana Chen PM David Harrison RM Alison Hawkins SM and Rachelle Maiorca CCM Our theme for our week was East Meets West and our menu consisted of Avocado Rolls Ahi Tuna Club and Chocolate Covered Fortune Cookies 1 Mission Statement Demonstrating excellent service and food quality by monitoring guest satisfaction and providing total staff support 1 1 Mission Assessment Overall the class was able to meet guest expectations provide RKR service standards and provide an overall high quality of food to all guests During the week all manager and staff members worked hard to do this Through the use of comment cards we were able to monitor service and food quality that was brought to the guests of the RKR In the end and based on a 100 scale the RKR was able to achieve a 93 in service and a 90 in food quality Even though it was the second week and students were still getting used to everything the staff was able to pull together as a team and do an excellent job This accomplishment was also met through total support to the staff with everyone working together to provide excellent service to our guests as well as doing a good job with the preparation and plating of dishes 2 RKR Goals Assessment The goals of the RKR are as follows 1 Exceed guest expectation 2 Provide total support to the staff 3 Manage the business professionally The goals of the RKR were met or almost met through good preparation between both the front of the house as well as the back of the house The FOH just missed the mark of exceeding the guest s expectations This was due to the fact that there was no one that went above and beyond but everyone provided quality service The flow of guests was consistent and at a very good pace The BOH was able to meet the first objective due to the many compliments on dishes as well as ensuring proper plate ups of food The second objective of providing total support to the staff was met by both the FOH and BOH This was accomplished by checking up on all staff members and helping when needed listening to staff suggestions as well as complaints and working together as a team to support one another The management team as well as staff was also always available for questions anyone had This was demonstrated by staff members that had a previous position helping those new at it The last and final RKR goal was met as well The staff was able to remain professional throughout service both FOH and BOH The BOH did have its composure of professionalism and also made the most of the time and had fun There was much respect between everyone and when others finished tasks they helped out a lot with others During service all staff members were working hard and kept the restaurant professional in appearance to guests 3 S M A R T Objectives Our objectives 1 Increase the average check by 6 92 compared to the past three quarters The average check for the past three quarters was 15 45 2 Achieve an average of 50 of the total menu mix to come from the Manager s Special each week 3 Increase beer sales by 50 compared to Winter 2008 quarter who had a total of 118 beers sold during the quarter an average of 13 beers per week In order to meet this goal we would need to sell a minimum of 5 beers per day totaling 20 beers for the week 4 All front of the house staff …