What are the three primary operational goals of performance management in a South African sit-down restaurant?, To set clear goals, monitor results, and improve how work is done to deliver better service and maintain high quality, What does it mean when we say a sit-down restaurant operates as a "system"?, It means all departments (kitchen, waiters, cashiers, cleaners, purchasing, and management) must work together; if one fails, the whole dining experience is affected, In a restaurant kitchen, what does "efficiency" mean?, Using time, staff, and food ingredients wisely without any waste, In a restaurant floor environment, what does "effectiveness" mean?, Achieving the restaurant's goals and fully satisfying the customers at the same time, True or False: Quality management in a sit-down restaurant only applies to food preparation in the kitchen, False. It includes food preparation, table service, cleanliness, ambience, bookings, and administration, What is the primary operational objective of doing things correctly the first time in quality management?, It reduces waste, prevents service delays, and improves customer satisfaction, Give a practical example of the "Responsiveness" dimension of service quality during a busy Friday evening shift, How quickly waiters help customers and deal with their table requests during rush hours, What does "Reliability" look like to a customer returning to their favorite sit-down restaurant?, Consistently receiving correct food orders, accurate waiting times, and stable portion sizes, How can front-of-house restaurant staff demonstrate "Empathy" to diners?, By understanding and caring about customer needs, such as handling dietary requirements, severe allergies, or special occasions, What elements make up the "Tangibles" dimension of a sit-down restaurant experience?, The physical appearance of the food, the presentation of the staff uniforms, the cleanliness of the dining room, and the restaurant environment, What is a "performance gap" in business studies?, The difference between the desired planned performance and the actual performance achieved by the business, If a Cape Town restaurant aims to serve food within 20 minutes but guests wait 40 minutes, what does this indicate?, A performance gap exists, which could be caused by poor staff scheduling, load shedding, or weak communication, What is the main focus of the General Management function in a restaurant?, Planning and organizing staff schedules, menus, table turnover, and service procedures so goals are achieved, Why must restaurant managers ensure their operational plans are flexible?, To allow the business to respond quickly to local issues like power cuts (load shedding), supplier shortages, and holiday rushes, What is the main responsibility of the HR function in a hospitality setup?, Managing staff and improving their skills by training waiters, chefs, hosts, and cleaners to follow hospitality standards, Name two performance appraisal methods used by HR to help restaurant employees grow, 360° feedback and self-evaluation, Why does the HR function use rewards and recognition for floor and kitchen staff?, It motivates employees, which encourages better service and stronger customer satisfaction because staff feel valued, What is the primary purpose of the financial function in a restaurant?, Managing money and measuring performance to understand if the business can pay debts, remain stable, and earn a profit, What is the formula for the Current Ratio?, Current Assets : Current Liabilities, What does a Current Ratio of 2:1 show a restaurant manager?, It shows whether the restaurant has enough short-term resources (cash, stock, debtors) to pay suppliers and immediate debts, What is the formula for the Acid Test Ratio?, (Current Assets - Inventory) : Current Liabilities, Why does the Acid Test Ratio exclude inventory/stock from its calculation?, Stock is not always easy to convert into cash quickly, and cash flow is critical in a food business, What is the formula used to calculate Return on Investment (ROI)?, (Net Profit / Own Capital) × 100, What does the Return on Investment (ROI) percentage indicate to a restaurant owner?, It shows how much profit the restaurant earns from the specific money invested into the business by the owner, What is the formula for the Solvency Ratio?, Total Assets : Total Liabilities, What does a Solvency Ratio of 2.5:1 tell creditors about a restaurant?, It shows that the business owns more than it owes, indicating long-term financial stability to withstand economic pressure, What critical balance must the purchasing function maintain when buying fresh ingredients?, Balancing cost and freshness to get the best possible price from local suppliers without lowering food quality, What areas does the restaurant supply chain cover?, Buying, producing, storing, and delivering products safely and efficiently, What is the core role of the Production function in a sit-down restaurant?, Preparing food in the kitchen and ensuring that meals meet required presentation and safety standards, Why are clear product specifications vital for a kitchen production team?, They help staff know exactly what must be produced, making every single plate consistent because everyone follows the same instructions, How do sampling and inspection benefit the restaurant's production line?, They support quality control by checking meals before they are served, ensuring they are correctly plated and at the right temperature, How does the Marketing function attract customers to a sit-down restaurant?, Through targeted advertising, competitive pricing, and brand building to reach local families, business diners, and tourists, What is the primary job of the Public Relations function when a customer leaves a negative online review?, To handle the complaint professionally to protect the restaurant's image, maintain trust, and preserve a positive reputation, What specific records are managed by a restaurant's Administration function?, Accurate recording of customer bookings, table orders, supplier invoices, and payments, What is the primary purpose of the Risk Management function?, Identifying and controlling possible threats to protect customers, staff, and profits before problems become serious crises, What is a "Strategic Risk" in a sit-down restaurant context?, Failing to adapt to local dining trends, delivery app competition, or changing customer expectations, leading to a loss of guests, What is a "Compliance Risk" for a South African restaurant?, Violating hygiene laws, liquor licensing rules, labor laws, or food safety regulations, which can lead to fines or closure, Give three examples of "Operational Risk" that directly disrupt kitchen activities., Load shedding, municipal water restrictions, equipment failure, or interrupted supply deliveries, What triggers a "Financial Risk" in the restaurant industry?, Rising electricity, food, and wage costs that directly reduce overall profit margins and create heavy financial pressure, What causes "Reputational Risk" to manifest for a dining establishment?, Bad online reviews, poor customer service, or unsafe dining conditions that damage the restaurant's image and reduce foot traffic, What are the five steps of a good risk management process in correct chronological order?, Identify, analyse, assess, mitigate, monitor risks, What does it mean to "mitigate" a risk in a South African business context?, Put practical preventative measures in place, How does IT development improve front-of-house restaurant operations?, Connects orders, bookings, payments, kitchen service, What is the direct operational outcome of good Logistics Management?, Efficient delivery, storage, fewer shortages, less waste, What is the core philosophy of Total Quality Management (TQM)?, Everyone is responsible for quality, How does a restaurant use "Benchmarking" to boost performance?, Compare with competitors to find gaps, What does "Business Process Re-engineering (BPR)" involve?, Radical process changes to improve efficiency, What is a "Quality Circle" in a restaurant workplace?, Staff group solving problems and sharing ideas, What is the main structural advantage of using a Balanced Scorecard (BSC)?, Measures success beyond profit across perspectives, What are the four perspectives measured by the Balanced Scorecard?, Financial, customer, internal processes, learning growth

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