Management and Food Service Exam Review

Functions and Skills of Management

• POSDCoRB Acronym: This represents the fundamental functions of management. It stands for Planning, Organizing, Staffing, Directing, Coordinating, Reporting, and Budgeting.

• Skills of Managers:

  • Technical Skills: Proficiency in specific tasks and techniques.

  • Human Skills: The ability to work well with other people.

  • Conceptual Skills: The ability to see the organization as a whole and understand how the parts fit together.

  • ManageFirst Identifications: This framework specifically identifies Interpersonal skills and Employee Development skills as crucial for success.

Staffing, Training, and Organizational Structure

• Recruitment Strategies:

  • Internal Sources: Hiring from within the current organization.

  • External Sources: Hiring individuals from outside the organization.

• Orientation and Training:

  • Purpose of Orientation: To introduce new employees to the company culture, rules, and their specific roles.

  • Training Methods: Various techniques used to teach employees specific skills or knowledge.

• Organizational Chart Components:

  • Line vs. Staff: Line positions are directly involved in the core work of the organization; Staff positions support the line functions.

  • Reporting Lines: Indicates who reports to whom within the hierarchy.

  • Span of Control: The number of subordinates one supervisor can effectively manage.

  • Chain of Command: The continuous line of authority from the top of the organization to the lowest level.

  • Unity of Command: The principle that an employee should report to only one supervisor.

  • Delegation: The process of assigning responsibility and authority to others.

Leadership Styles and Management Tools

• Leadership Styles:

  • Autocratic: Centralized authority with little input from others.

  • Bureaucratic: Management by the book, following strict rules and procedures.

  • Democratic: Encouraging participation and consensus in decision-making.

  • Laissez-faire: Providing little to no direction, allowing the group to make decisions.

  • Exam Example: The Autocratic style is considered most effective when working with an inexperienced staff who must learn specific procedures quickly.

• Tools of Management in Foodservice:

  • Job Analysis: The process of determining the duties and skill requirements of a job.

  • Job Description: A list of tasks and responsibilities for a specific position.

  • Job Specification: A list of human qualities, skills, and experience required to perform the job.

  • Work Schedule: A document identifying which employees work at what times.

  • Skills Matrix: A grid used to track the skills and competency levels of employees.

Employee Relations and Communications

• Interviewing Guidelines:

  • Permitted Question: "Where do you live?"

  • Prohibited Questions: Questions regarding religion or the number of children an applicant has are not allowed.

• Employee Handbook:

  • Purpose: To ensure employees understand rules and regulations.

  • Compliance: Employees must sign the handbook to acknowledge they are responsible for following the identified regulations.

• Communication Types:

  • Verbal: Spoken or written words.

  • Non-verbal: Body language, facial expressions, and gestures.

  • Grapevine: The informal communication network within an organization.

  • Barriers to Effective Communication: Distractions, opinions, cultural/generational differences, assumptions, and jargon (technical language).

• Employment Frameworks:

  • Employment Cycle: The stages of an employee's relationship with the company.

  • Employment at Will: A legal doctrine where an employer can terminate an employee, or an employee can quit, for any reason (or no reason) without legal penalty, provided it is not discriminatory.

• Diversity and Social Awareness:

  • Diversity: Inclusion of different types of people.

  • Stereotype: The belief that all members of a particular group display the same characteristics.

  • Xenophobia: Dislike of or prejudice against people from other countries.

• Supervisory Qualities: Integrity is the most important quality for a supervisor. Building trust takes years, but it can be lost in an instant.

Coaching and Conflict Resolution

• Three Steps in Coaching:

  1. Compare actual behavior to expected behavior.

  2. Reinforce positive behavior and correct negative behavior. (Note: Never correct in public; discussions regarding negative performance must be private. Evaluate work by comparing performance to standards).

  3. Practice ongoing coaching.

• Conflict Resolution Methods:

  • Negotiation: Direct discussion between parties to reach an agreement.

  • Mediation: A neutral third party assists the parties in reaching a voluntary agreement.

  • Arbitration: A neutral third party makes a binding decision to resolve the conflict.

• Progressive Discipline: Shows a commitment to the employee. Steps include:

  1. Oral warning.

  2. Written warning.

  3. Probation.

  4. Termination.

• Termination and Legalities:

  • Wrongful Discharge: A legal action by a former employee alleging termination violated anti-discrimination laws, public policy, or implied contracts.

  • Termination/Separation Checklist/Exit Interview: Used to document the end of employment and gather feedback on the organization.

Operations and Scheduling

• Scheduling Concepts:

  • Master Schedule vs. Crew Schedule: The Master Schedule should be created first as it outlines the shifts and positions needed. The Crew Schedule identifies the specific people working those shifts.

  • First Step in Scheduling: Assessing the labor needs based on sales forecasts.

  • Timeline: Employees should find out about their detailed schedule as early as possible.

• Operational Meetings and Logs:

  • Pre-shift/Line-up Meeting: A brief meeting held before a shift to discuss goals and specials.

  • Manager’s Communication Log: General shift notes and communication between managers.

  • Critical Incident Record: A detailed log of specific, high-stakes events (e.g., accidents, thefts).

• Standards and Procedures:

  • Standards: Expectations for quality and performance.

  • Standard Operating Procedures (SOPs): Routine procedures required to attain standards consistently. The smooth operation of a shift depends on the coordination of people meeting quality expectations.

• Proforma Budget: An estimate of predicted revenue and expenses used for financial forecasts and securing funds from investors or lenders before starting a business. It is a type of single-use plan.

Professional Development

• Planned Professional Development:

  • First Step: Assessing the employee's current skills and needs.

  • Responsibility for Assessment: The manager/supervisor is responsible for assessing needs and assisting in goal development.

  • Responsibility for Achievement: The employee is responsible for achieving the agreed-upon goals.

  • Timing: Development should begin as soon as an employee is hired/ready for growth.

• Professional Development Methods:

  • Cross-training: Training employees in different positions. This helps with scheduling challenges, boosts morale, and reduces turnover. The first step is considering the skills the employee will gather.

  • Delegation: A time management alternative and professional development opportunity.

  • Mentoring: Provides value to the mentor (giving back) and the mentee (addressing challenges).

  • Coaching: One-on-one personalized feedback.

  • Other Methods: Job rotation, on-the-job training, and special projects.

Federal Employment Laws and EEOC

• Equal Employment Opportunity Commission (EEOC): Established via the Civil Rights Act of $1964$ to enforce laws against workplace discrimination.

• Protected Classes ($12$ total): Age, Disability, Equal Pay/Compensation, Genetic Information, Harassment, National Origin, Pregnancy, Race/Color, Religion, Retaliation, Sex, Sexual Harassment, Sexual Orientation, and Gender Identity.

• Affirmative Action Plan (AAP): Ensures equal employment opportunity is practiced specifically during the hiring process.

• Key Federal Acts:

  • Genetic Information Nondiscrimination Act (GINA) of $2008$: Protects against discrimination based on genetic info for health insurance and employment.

  • Pregnancy Discrimination Act: Illegal to discriminate against women for pregnancy, childbirth, or related medical conditions. Employees must be allowed to work as long as they are able.

  • Equal Pay Act of $1963$: Prohibits paying different wages for equal work at the same workplace.

  • Age Discrimination in Employment Act (ADEA) of $1967$: Protects workers aged $40$ and older.

  • Americans With Disabilities Act (ADA) of $1990$: Prohibits discrimination against qualified individuals with disabilities. Requires reasonable accommodation unless it causes undue hardship. Disability details must be kept confidential.

  • Immigration Reform and Control Act (IRCA) of $1986$: Prohibits discrimination based on national origin or citizenship and requires verification of eligibility to work via the I-9 form.

Labor Standards and Department of Labor (DOL) Regulations

• Fair Labor Standards Act (FLSA): Establishes minimum wage, overtime pay, record-keeping, and child labor standards.

• Family and Medical Leave Act (FMLA): Provides eligible employees with up to $12$ work weeks of unpaid, job-protected leave in a $12$-month period for the birth/adoption of a child or care of a spouse, child, or parent.

• Occupational Safety and Health Act (OSHA) of $1970$: Aims to reduce workplace deaths, injuries, and illnesses. OSHA requires notification regarding bloodborne illnesses.

• COBRA: Gives workers the right to continue group health benefits for limited periods (usually after job loss or life events like divorce). Qualified individuals may pay up to $102\%$ of the cost. The plan administrator manages status communication.

• USERRA: Protects the jobs of those in the uniformed services.

• WARN Act: Employers must provide $60$ days' notice before mass layoffs or plant closings.

• Employee Polygraph Protection Act (EPPA): Generally prevents employers from using lie detector tests for screening.

• ERISA of $1974$: Protects employee pensions and healthcare plans from unfair administration.

State and Local Laws

• Unemployment Insurance: A federal-state program for workers unemployed through "no fault of their own." Most states pay for a maximum of $26$ weeks.

• State Specifics:

  • Minimum wage and tipped employee wages.

  • Child labor certification.

  • Paid rest and meal periods.

  • NY State Workers’ Compensation Board: Ensures coverage for medical costs and lost wages for employees injured at work.

• Liquor Authorities: Each state develops regulations for alcoholic beverage service, including legal age to drink, serve, or enter establishments, and liability for serving intoxicated or pregnant guests.

• Local Licenses (Periodic Renewal): Building/renovation permits, food safety certifications, certificates of occupancy, alcoholic beverage permits, and live performance licenses.

Compensation and Hiring Practices

• Bona Fide Occupational Qualification (BFOQ): A legally allowed hiring restriction based on sex, religion, or national origin. Example: "Female needed for women’s restroom attendant position."

• Labor Unions: Key terms include Strike, Grievance, Bargaining Power, and Contract.

• Tax Documentation: The W-4 form is the Employee's Withholding Certificate used for tax purposes.

• Overtime Management: Overtime should never be planned in advance; requiring approval is a method of control.

• Tipped Employees: Both the employer and the employee are responsible for reporting tip income. Under FLSA tip credit provisions, total wages must meet the minimum wage.

• Labor Cost: Comprised of both wages and benefits.

• Exempt vs. Non-exempt:

  • Exempt: Salaried employees receiving a fixed amount not governed by hours worked.

  • Non-exempt: Hourly workers eligible for overtime.

• Social Security: A federal pension program for retirees and the disabled, funded through payroll taxes.

• HIPAA: Ensures healthcare access isn't lost due to preexisting conditions or limited enrollment periods.

• Payroll Administrators: Responsible for timely checks, correct deductions, and paying deductions to authorities.

Workplace Safety and Health

• Sexual Harassment Types:

  • Quid Pro Quo: Supervisor requesting sexual favors as a condition of employment or advancement. Always deliberate.

  • Hostile Environment: Repeated offensive jokes, symbols, or intimidations regarding protected characteristics. Can be deliberate or indeliberate.

  • Determining Offense: The victim determines whether the behavior is offensive and unwelcome, not the manager or the accused.

• Safety Measures:

  • Drop Safe: Minimizes cash on hand to reduce workplace violence/theft.

  • HAZCOM (Hazard Communication Standard/Right-to-Know): Designed to protect employees from physical/explosive hazards and chemical exposure health hazards. Includes maintaining Safety Data Sheets (SDS/MSDS). Violations are the most common OSHA citations in eating establishments.

  • HACCP: A system to identify critical points in food flow to prevent, eliminate, or reduce hazards.

• Youth Labor Restrictions: Per the DOL, $16$ and $17$ year olds can serve food (FOH) but cannot operate, repair, or clean equipment declared hazardous (BOH).

• Communicable Diseases and ADA:

  • HIV, AIDS, Hepatitis B and C, and Tuberculosis are protected disabilities under the ADA.

  • These diseases cannot be spread through food or casual contact; therefore, an employee cannot be removed from food handling positions based on these diagnoses alone.

• FDA Food Code ($2022$) Reportable Diagnoses:

  • (a) Norovirus

  • (b) Hepatitis A virus

  • (c) Shigella spp.

  • (d) Shiga toxin-producing Escherichia coli

  • (e) Typhoid fever (Salmonella Typhi)

  • (f) Salmonella (nontyphoidal)

  • Action Required: Managers must exclude the employee from the establishment and report to local regulatory authorities.", "title": "Comprehensive Management Final Exam Study Guide: Chapters 1-10"}