Know Your Food

7.1 The Restaurant Manager and the Menu

As the restaurant manager, you will have had a major impact on the actual menu creation, which means you should be in the best possible position to not only tell customers about the menu, but also to deal with questions from the servers.

It is your job to know what is on the menu, as well as the favourites, specials, and on a daily basis you must also know which items are not available and be prepared to offer an alternative option. You will also find it to your advantage to be aware of how long certain dishes take to be prepared, which clearly only applies when you are working in a restaurant where everything is fresh, to allow you to tell the customers what to expect rather than have them believing that you have managed to forget about them.

The final point to be made about you and the menu is also being readily aware of the accompaniments that go with certain dishes so you can ask the diners what their personal preference is going to be rather than them having to tell you. This approach lets them see that you are in tune with the menu and attentive to their needs and this, in all honesty, should be a central part of your customer service.

Now, clearly the range of food that you could be dealing with can be huge due to the range of cuisine and restaurants available. However, there are several key points that you should try to take advantage of in order to make your life easier when it comes to knowing your food. As we cannot tell the cuisine you will be dealing with, keeping these points in mind should help.

FACT

70% of smartphone users view restaurant menus on their devices at least two times per year (2015)

Source:singleplatform.com

7.2 Remember Seasonal Dishes

There will often be seasonal dishes, and this is something else that you need to be aware of before you serve the public.

Keeping on top of this will help you to provide a better level of service to the diners and it is very easy for you to actually persuade people to go and try these dishes. You should communicate on a regular basis with the chef in order to learn as much as possible about these dishes as it will only reflect better on you as a manager.

7.3 Getting Started with Starters

If we begin with the first course, which are the starters, there will clearly be a number of options for the diners to choose from.

Ideally, your menu should cover a variety of preferences ranging from tasters of seafood, to soups, meat, and even a fruit starter. The idea here is just to get the taste buds working and to introduce the customer to the culinary delights at your restaurant. The portion size should never be too big, and it will be in your best interest and those of the restaurant, if you inform the diners of this fact.

The reason why there is a range of starters is simply to help stop diners from having to eat the same basic ingredients with both the starter and the main course although that is entirely their decision.

You will also often find that there are a number of similar dishes available with the starters including the likes of bruschetta, a fruit starter, prawn cocktail, calamari, which is now becoming more

popular, olives, or even a simple salad. However, clearly if you are working in a restaurant that has a particular cuisine from a certain part of the world then that will be its speciality, so you must learn the common starters within that cuisine in order to really build on your knowledge.

7.4 Vegetable Dishes

Next, we should look at the range of vegetable dishes that are available on the menu because an ever increasing number of people are now vegetarian.

Knowing which dishes to recommend will help the customer to make their decision and it does also help if you have tried them to give an honest opinion regarding the taste.

In all honesty, every restaurant should always have a vegetarian option, and it is up to you to understand the vegetables that are in the dish. You should understand and be able to inform the customer if it is a light dish, which herbs or seasoning have been used, and whether it is rich in taste.

The one thing that you must forget about is the notion that vegetables are boring. That is certainly not the case with vegetarian dishes, and there is not even any need for replica meat especially when you have a good chef in charge. Cuisine such as Italian does not have any problem in producing dishes that do not contain any meat as there are a range of such options available at any Italian restaurants.

The same can be said for Indian restaurants where a number of the best curries and dishes contain no meat whatsoever, and yet things are still packed with flavour.

However, if you are dealing with vegetable only dishes, it is important that you really manage to sell the dish to the customer. Explain what brings the dish to life. What kind of seasoning is being used?

What kind of ingredients accompany the vegetables to create a balance? What is exciting about it that should make them want to order it?

Remember, you do not need to be a fan in order to advise others on dishes.

7.5 Fish and Seafood Dishes

It will often be the case that there will be some form of fish or seafood dish on the menu, and you will tend to find that people can be very particular and picky when it comes to this type of meal.

The problem with seafood is that it can often be seasonal, and this is something that has to be mentioned to diners at the time of ordering if it is not possible for them to get what is on the menu. Indeed, it is also a reason why menus should be changed or at least examined by both the restaurant manager and the head chef several times during the year to take into account these subtle changes.

However, if we look at the specifics that work with fish and seafood dishes, then it allows you to begin to understand the kind of things that you must ask diners to make sure that they receive the kind of dish that they are looking for.

Seafood

As an example, people may prefer to have lemon juice to accompany oysters or other shellfish in order to take away the salty flavour. However, as this is really a personal preference, it is best for you to ask the customer if they have any special requests with their shellfish when they place their order. If they do not and instead turn the tables on you, then you can recommend lemon juice and explain the reasons why.

With shellfish in particular, it is more common for them to be eaten rather plainly although your restaurant may try to dress it up by using some garnish. However, it is certainly more to do with the overall eating experience rather than a multitude of flavours and that is something that has to be

taken into account.

With other seafood dishes, such as prawns, squid, lobster, and crab, there tends to be more flavour being packed into the different dishes. For example, it is still quite common to find prawn cocktail as a starter, or there can be some calamari thrown in as well. With the calamari, it can be covered in breadcrumbs or batter and is often accompanied by a variety of dips or the trusted lemon juice is another option.

Fish

Fish is often rather delicate, but what accompanies it may be determined by the type of fish that the diner has ordered. For example, if a white fish of some description has been ordered, then something such as tartar sauce or a slice of lemon may be best and, as with the shellfish, you need to ask the customer for their own personal preference.

However, some people prefer a chilli of some kind to help spice it up and you may then wish to have a chilli oil at hand that they can then drizzle over themselves.

With fish, there are so many ways in which a dish can be created with this as its main focus and it is impossible to list them, as white fish is presented in different dishes to salmon or other oily fish, and

then you also have smoked varieties that give you further options.

You have to remember that there is more to it than just fish and chips, although that is undoubtedly

a favourite at a variety of restaurants, as fish is one of the most versatile ingredients that you could ever hope to use. You may find whitebait, which is a small fish, being used as a starter, or a tuna dish as either a starter or a main. It can be used in spicy dishes or with herbs and lemon to bring it to life. It can be cooked in a variety of ways, it can absorb so many different flavours, and this is something that you have to discuss with the head chef especially when it comes to dealing with the menus.

The most important part for you as the restaurant manager is to understand the different types of fish as well as the flavours that they will give in the dish. It will also be to your advantage to be able to tell customers about the other ingredients that accompany the fish and how it brings out the flavours.

7.6 Dealing with Beef

If beef is on your menu, then you have to take into account the fact that people can be very specific with how they like it to be cooked. That is why you must always ask people their preference rather than just presuming that you know what they like. It should always be the case that beef is cooked for the individual since some like it rare while others prefer things to be rather more well done.

With beef, it is to your advantage to understand the different cuts for example knowing that fillet and sirloin steak are prime cuts and you should also be aware of the various sauces that best accompany the meat, if they are offered by your restaurant.

It is important that you are able to inform people about different sauces that accompany the steak. Peppercorn is a common sauce to accompany it, but you should always ask the customer aboutwhich option they would prefer, along with how they like their steak to be cooked.

There are a number of different dishes that include beef aside from a steak and it will depend on the type of restaurant that you are working in. As an example, in an Italian restaurant you should beaware of things such as Carpaccio and how it is accompanied by olive oil and pepper.

However, you also cannot forget the classic roast beef as part of a carvery and this is something that can be quite light and succulent to the taste. However, it is all going to depend on the quality of the beef that has been used, but the Sunday roast dinner is always going to be a winner, such is its

popularity.

7.7 Chicken and Poultry Dishes

When it comes to chicken and poultry dishes, they are often lighter in nature and more delicate with their flavour. You can have either spice or herbs to bring them to life since the original flavour is often rather bland.

Chicken is something that can appear in both starter dishes as well as main courses and it has to be one of the most versatile meats for a restaurant as there are just so many things that can be done with it.

Something as classic as roast chicken is always going to be a favourite just as long as all of the trimmings follow. However, it can also be accompanied by different sauces or flavours such as Cajun spices, BBQ sauces, it can be in pasta dishes, chicken curry and the list does go on and depends on the kind of cuisine that your restaurant specialises in.

Chicken is rather versatile when it comes to things that accompany it. Pasta works well, and you need rice to accompany something such as a chicken curry. However, Mexican food also uses a lot of chicken and you would be looking at nachos, tacos, and burritos along with various spices. If you jump to Asia, then there are so many dishes from that part of the world that can include mild flavours such as coconut to sweet and sour, so the list really is endless.

Other poultry options include turkey, duck, and even goose. Turkey is certainly rather bland, and indeed most restaurants will only ever include it at Christmas when flavours from other ingredients help to bring it to life.

Duck

Duck is a meat that has more flavour to it, but there is a tendency for it to only be cooked to a maximum of medium with a tendency for it to be slightly on the rare side.

Goose

Goose is certainly quite rare and indeed you may only find this in fine dining restaurants, so for some restaurant managers there will never be any point where they encounter goose on the menu.

7.8 Alternative Meats

When it comes to alternative meats, then there are further options with both pork and lamb and there are still further accompaniments that come with dishes that use either of those meats.

However, both of these meats tend to have less options available and there is a real need for seasoning to bring them to life. The main type of seasoning includes a range of herbs although Asian cuisine has some wonderful ways to bring pork to life with spices or a sweet taste for something different.

The only problem with pork and lamb is that you do need to spend a considerable amount of time really getting to grips with the dishes that have been created in the restaurant for those meats. Ask the head chef to explain the actual ins and outs of the dishes to you to then allow you to pass that

knowledge onto the customers who may be looking for something a bit more than the usual lamb with mint sauce or roast pork with apple sauce.

We have mentioned several times about roasts and of course that can also be applied to these dishes as well. However, spend time getting to grips with the ways in which both of these meats are cooked for the relevant dishes as you will then be able to really sell it to your customers.

7.9 The Importance of Desserts

We cannot forget about desserts and you should certainly invest some time getting to grips with what is on the menu and also how different desserts could tie in with the other courses that the diners have previously ordered.

If they have had quite a heavy main course, then you should advise on something that is quite light and refreshing to stop them from feeling too weighed down with food. This means that you need to understand the desserts and the impact that they can have on the digestion system.

For example, cheesecake can often be quite light due to the topping, but chocolate cake will tend to be heavier in nature, and even the ice cream that accompanies it is not going to be enough to lift it.

Ice cream on its own, or even something such as a mousse, may be more refreshing and easier to digest for most customers and at least with various flavours available it should give a number of options.

The key with the desserts is just to give the diners something memorable to round off their meal and the last thing you want to do is to give them something that just sits in their stomach.

However, the final decision always lays in their hands, so do congratulate them on their choice even if personally you believe it to be the wrong option for them.

7.10 Dietary Requirements

There is no doubt that being able to deal with the various dietary requirements of diners is something that you need to be more aware of than ever before.

There seems to be a greater awareness of problems with gluten and lactose in particular, but there are other food allergies that can affect a number of people.

By rights, and in accordance with the latest laws, the menu should list any potential allergens to allow customers to make their own decisions without asking you. However, that does not stop you from studying the menu yourself or by understanding dishes where there could be an issue.

Gluten Allergens

Gluten can occur in a number of products as it is not just with wheat that there can be a problem. Instead, you should also be looking at barley, rye, and oats although not every source will affect every single person. It is important that you are aware of the dishes that contain even a small amount of gluten as there are people that have a serious issue in trying to digest it.

You should also have knowledge of the menu to be able to offer customers a gluten free alternative. This may still lead to them having the exact same dish, for example gluten free pasta, and it is certainly something that can improve the overall experience that people have with a restaurant if

they know that there are gluten free options available.

Lactose Allergens

Even though this may not be as common as gluten allergies, you still need to be aware of any dish made with dairy products. Obviously, this will exclude pretty much every single dessert, but there will also be various other main courses that also contain the likes of cream or cheese.

The only problem here is that it is often difficult to provide people with substitutes for the lactose in the dish, but that is where your knowledge of the entire menu really does become useful as it means you can offer alternatives that contain no lactose.

Nut Allergens

Nut allergens are a lot easier to handle for the menu, but as with both gluten and lactose, it is still important that you know when nuts are used in a dish and offer something else as a replacement. It is clear that as the restaurant manager, you must largely know the ingredients that are commonly used in the restaurant to make it easier for you to give the correct information to the diners.

Religious Requirements

1. Aside from allergens, another key area that you need to be aware of with the menu is that the different meals fit in with religious requirements. Now, the actual customer will know what they can and cannot have, but it is up to you to have a good understanding of the ingredients to allow you to then tell them if certain dishes contain anything that they should be concerned about. You do not need to study religions but understanding the food you serve will be sufficient.

Medical Requirements

Finally, we need to mention medical requirements because there will be certain things that people are not able to eat due to how it could have an impact on their health. We are not talking about specific allergens here, but rather problems with salt, sugar, or anything else that could cause problems. However, as with the religious requirements, there is no need to learn all about the various medical requirements, as it goes back to your understanding about the dishes in general that is important.

FACT

76% of consumers are more likely to visit a restaurant that offers healthful options (2015)

Source: NRA

7.11 The Art of Upselling

In order to boost profits for the restaurant, and to hopefully provide a better all-round experience for the diners, you should consider spending time studying the art of upselling. This concept of upselling is not about trying to get the most out of the diners as possible, but rather about making an attempt to give them the best experience while in the restaurant.

There are several areas where upselling can really work and these are tips that every member of

staff should be trained on.

1. Predetermine items to upsell

Look at the items that have the best profit margins and train the servers to upsell those items at the appropriate times. For example, if a particular type of tea has a good profit, then servers should mention it when drinks are being ordered.

2. Only do it when asked for your opinion

Doing too much upselling is going to be a problem, so only do it when a customer has directly asked your opinion. If this does not happen, then you only have one or two opportunities to upsell before it becomes too obvious and can really annoy the customer.

3. Upsell through the power of suggestions

Never allow your upselling methods to come across like a sales pitch. Instead, they should be seen as useful suggestions that are intended to improve the experience of the diner. If you look like you are selling, then you will annoy the customers.

4. Be convincing

When upselling, you have to be convincing. You must remember that it is often the case that the diner already wants what you are selling to them, so it is more down to the art of gentle persuasion rather than anything else.

5. Focus on customers that come across as being uncertain

It is pointless trying to upsell to people that have already clearly made up their mind, as you will be wasting time and energy trying to convince them otherwise. However, that just means that you must focus on those customers that are clearly uncertain as this is a wonderful opportunity for you to

change their mind and they will be in a prime position for you to do that.

6. The power of assumption can work well

If we move away from the concept of suggestions, then the power of assumption is something that can work very well with upselling. For example, if you know that a certain item is worth more and it is just one of two options, then mention both to open up the possibility of selling the more expensive

item. However, do leave it in the hands of the customer rather than forcing it through as that will just upset them.

7. Cross-sell on items

Cross-selling is a wonderful way to not only improve profit margins, but also to provide your diners with a better experience. The key here is to be able to recommend certain items that you know is close to what they want, but has a better profit margin and is also pretty much the same price. This will give the customers exactly what they want without putting them too much out of pocket and the restaurant will be in a better position as well.

As you can see, upselling does involve some work on your part, but the training and understanding of the different items in the restaurant should make things a lot easier.

So, with food, the key is to understand the following:

Learn about the different things that accompany certain meats.

Learn about the tastes of different dishes you serve.

Understand that with steaks people like to say how they enjoy it.

Match desserts to contrast the weight of the main course.

Learn the art of upselling as it will boost profit margins.

Summary of Module

This module has focused on the art of getting to understand the type of food you serve in accordance with specific meats, vegetarian options, and even how to handle starters and desserts. You should also not forget about being able to upsell alternatives to boost profit margins.

Knowing the food that you are serving is an absolute must especially for a restaurant manager because if a server has a question from a customer, then they will tend to come to you rather than venture into the kitchen. Get to know the menu intricately, as it will make life easier.