ManageFirst Hospitality and Restaurant Management

Action item (meeting)

A part of an agenda item that requires some type of action.

Action meeting

A brief meeting, often with just a few employees, that addresses and resolves a problem so action can be taken right away.

Action plan

A series of steps that will be taken to resolve a problem.

Adjourning (team development)

The fifth stage of team development, which occurs when the team has achieved its purpose and members move on to other tasks.

Agenda

A list of topics that will be considered at a meeting

Alternative (problem solving)

A possible solution to a problem.

Anniversary date (employment)

the date that the employee began working for the establishment

Arbitration

A process in which a neutral third party listens and reviews facts and makes a decision to settle a conflict.

Authority

Formal power within an organization

Benchmark

A standard by which something can be measured or judged

Benefits

A service or right provided by an employer in addition to wages or salary, including employee health care, dental and vision insurance, vacation and sick leave pay, retirement contributions, or other benefits paid wholly or in party by the employer.

Boilerplate

A term that relates to portions of contracts that so not change when they are used with different parties.

Bonus (compensation)

An agreed-upon amount of additional compensation to be paid when specific financial goals are met.

Brainstorming

A way to collect ideas in which each team member makes suggestions without comment from the others

Brainstorming meeting

A meeting that develops a list of ideas or creative solutions to an issue confronting the operation; its purpose is to collect ideas, not to make a decision.

Business Plan

A statement of goals and activities to be addressed within the next 12 months to move the operation toward its mission

Cause (problem solving)

The actions or situations that create a problem

Certification

A process that requires an employee to demonstrate a high level of skill and to meet specific performance requirements by participating in a rigorous process to become certified

Chain of Command

The way in which authority flows from one management level to the next.

Coaching

An informal process that reinforces positive job performance and corrects negative performance; it involves considerable listening skills, patience, and focus

COBRA (Consolidated Omnibus Budget Reconciliation Act)

A law that gives workers who lose health insurance benefits the right to continue group health benefits for limited periods under certain circumstances

Collective Bargaining Agreement

A legally binding contract between managers and the employees represented by a union. It defines employment conditions including wages and procedures to resolve disputes.

Communication

The process of sending and receiving information by speech, gestures, or writing to receive a response or action

Compensation

All of the financial, or money, and non-financial, or non-money, payments and rewards given to employees in return for the work they do

Competitive bids

Prices requested for items of the same quality from a specified number of vendors to determine the lowest price

Competitive employers

Employers who hire the same type of employees as the establishment

Conflict resolution

Processes that encourage finding solutions to problems before more formal grievance procedures are needed

Constructive feedback

Feedback that focuses on specific aspects of performance and can be positive, such as emphasizing desired performance, or negative, such as addressing performance that should be improved.

Listening

The ability to focus on what a person is saying to understand the message being sent

Long-range plan

A statement of goals and the activities necessary to reach them that can be used over the next three to five years to move the operation towards it's mission

Maintenance factor (two-factor theory)

Things that, if not taken care of, can make employees unhappy and prevent them from doing a good job

Manage by walking around

The process of moving around the the restaurant or food service operation constantly, praising workers who perform well and correcting employees if work is not being done correctly

Management

Using what you have to do what you want to do

Management schedule

a schedule that shows days and times managers are expected to work.

Manager's daily logs

A log containing information that affects the operation, including what happened during each shift. It is useful for reviewing situations and noting problems, and for capturing facts that can protect the establishment from legal liabilities

Marketing Plan

A calendar of specific activities designed to meet the operation's revenue goals

Maslow's hierarchy of needs

A theory that identifies five basic human needs, which typically arise in a certain order. As soon as one need is fulfilled to the desired extent, the person is motivate to fulfill the next need

Master Schedule

A schedule that allows managers to determine the number of employees needed in each position and the total hours that persons in these positions should work

Media Policy

A strategy developed to guide interactions with newspaper, television, and radio reporters about an establishment's response to an emergency

Mediation

A process in which a neutral third party facilitates a discussion of difficult issues and makes suggestions about an agreement

Medicare

A federal medical insurance program that primarily serves individuals over 65 regardless of income, younger persons who are disabled, and dialysis patients

Mentor

Someone who can serve as a wise advisor for an employee

Merit Pay Plan

A program that offers incentives for employees to improve performance and increase productivity

Message channel

The way in which a message is communicated; it can be through spoken or written words, graphics such as diagrams or photos, or nonverbal actions including body motions

Message content

the information sent by the sender to the receiver

Message context

the surroundings or environment through which a message travels

Minutes

A record of what is decided, what is accomplished, and what action items are agreed upon at meetings

Mission statement

A statement that refines an operations vision statement by stating the purpose of the organization to employees and customers

Motivation

The process of providing a person with a reason to do something

Motivation factor( two-factor theory)

Things that motivate people. Motivation factors can be personal and difficult to measure.

Negative Discipline

Actions that discourage improper work behavior

Negligence

A legal term that indicates a failure to use reasonable care as a manager, which is grounds for legal action

Negotiation

a discussion between involved persons with the goal of reaching an acceptable agreement

Networking

a process in which several people build relationships to help with career advancement and keep updated about the industry

Nonverbal communication

Movements and body language used to convey a message

Norming (team development)

The third stage of team development, in which team members settle their differences and develop more trusting relationships

"No-show"

an employee who, when scheduled to work, neither tells the manager he or she will not work nor reports for his or her assigned shift

Contact List

a list of key persons to be notified in the event of an emergency

Contingency plan

a document that outlines actions to take in the event of an emergency or an unexpected event

Controlling

The basic management activity that involves determining the extent to which the organization keeps on track of achieving goals

Coordinating

basic management activity that involves arranging group efforts to work together effectively

Core values

a key element of an operation that indicates the most basic reasons the business exists

Cost of living (COL)

A pay increase related to an index developed by the U.S. Bureau of Labor Statistics that reflects changes in the costs of items such as food, housing, and transportation to the average consumer

Crew Schedule

A chart that informs employees who receive wages about the days and hours they are expected to work during a specific time period

Critical Incidents

events that need to be recorded for historical purposes in case of a potential claim or lawsuit

Cross-functional teams

a team of employees from different departments who consider problems that impact their areas and the operation as a whole

Cross-training

Training an employee to do work that is not normally part of his or her position

Debrief meeting

A session in which the team leader asks all team members to evaluate all aspects of a project after it is completed

Delegation

the process of assigning authority to employees to do work that a manager at a higher organizational level would otherwise do

Departmental (team) goal

a goal that is set at the second highest level in the operation

Discrimination

Treating persons unequally for reasons that do not relate to their legal rights or abilities

Embezzlement

The crime of stealing money or property from the person or business who lawfully owns it

Emergency

A sudden or unexpected situation that can cause injury, death, or property damage, or interfere with normal activities

Emergency meeting

A type of action meeting that occurs when some type of emergency has occurred and immediate action must be taken

Employee absence policies

Guidelines and procedures that explain how employees must tell managers if they are unable to work

Employee development program

an organized series of actions planned to expand an employee's skills and knowledge

Employee turnover rate

the percentage of the total number of employees who must be replaced during a specific time period such as a month or a year

Environmental noise

any sound, such as loud talking or blaring radios, that interferes with communication

Equal pay act

A federal law that requires that men and women in the same workplace be given equal pay for equal work

Esteem needs

Needs that focus on how people feel about themselves and how they think others feel about them

Evacuation

the process of removing customers and employees from the building when an emergency occurs

Exempt employee

an employee who does not qualify for overtime pay according to the Fair Labor Standards Act (FLSA)

Exit interview

An interview with an employee who leaves voluntarily to help managers learn about any employee concerns, reasons for leaving, and suggestions about how the company can improve

External communication

communication that builds the customer base and helps build and maintain the establishment's desired identity throughout the comunity

Facilitator

someone who runs a meeting

Fair Labor Standards Act (FLSA)

a federal law that sets minimum wage, overtime pay, equal pay, record-keeping, and child-labor standards for covered employees

Family and Medical Leave Act (FMLA)

a federal law that allows eligible employees to take off an extended amount of time for medical and other personal reasons; it applies to businesses employing 50 or more persons

Feedback

The way in which a person responds when he or she receives a message

Floater

an employee who can perform more than one job on a regular basis

Forming (team development)

the first stage of team development, in which team members get to know each other and learn what they will have to do to reach their assigned goals

Fringe benefits

money paid indirectly in support of employees for purposes such as a vacation, holiday pay, sick leave, and health insurance

Functional team

A team of employees from the same area or department who perform the routine tasks in their job description

Garnishment

a legal procedure by which someone who is owed money can collect what is owed from an employee's wages

Ghost employee

a person who receives a paycheck but is not currently employed

Gross pay

the amount paid excluding contributions for payroll, social security, taxes, and other required employer payments

Ground rules (meeting)

rules about how meetings are run, how participants should interact, and what behavior is acceptable

Harassment

unwelcome conduct based on race, color, religion, sex (including pregnancy), national origin, age (40 and older), disability, or genetic information

Herzberg's two-factor theory

a theory that identifies two different sets of factors that can motivate and demotivate employees

high-performance team

a team whose members have an intense interest in helping make decisions and develop plans to assist the operation in reaching it's goals

hostile environment (sexual harassment)

an environment that is sexually demeaning or intimidating (creating fear)