Prancing Ponies Team 1 Shayne Kennedy – PM Deanna Nguyen – SM Thomas Madison – LM Joyce Wong - RM

Key Successes Table Touching Table Touching Generated increased response on comment cards Generated increased response on comment cards Manager’s Special Manager’s Special Well rounded, popular special that surpassed our objective by 1.7% (33.7% actual vs 32% forecasted) Well rounded, popular special that surpassed our objective by 1.7% (33.7% actual vs 32% forecasted) Preparation Preparation Extensive preparation, mental MEP, and a detailed oriented focus for the first week Extensive preparation, mental MEP, and a detailed oriented focus for the first week Teamwork Teamwork Unconditional assistance of each area and each other Unconditional assistance of each area and each other Morale Morale Recognition, rewards, and appreciation for crew members Recognition, rewards, and appreciation for crew members

Key Challenges Communication Communication Between crew members and between managers Between crew members and between managers Time Management Time Management Missing timeliness of family meal and detail cleaning and kitchen breakdown Missing timeliness of family meal and detail cleaning and kitchen breakdown Training Training Due to the limited amount of time to train and the extensive information necessary in the first week, certain mistakes were repeated after warning Due to the limited amount of time to train and the extensive information necessary in the first week, certain mistakes were repeated after warning Unprepared Staff Unprepared Staff Lack of recipes and familiarity with the menu items, and not reading station books Lack of recipes and familiarity with the menu items, and not reading station books

Key Lessons Availability Availability Make yourself available and accessible to your crew Make yourself available and accessible to your crew Empowerment Empowerment Trust your employees and provide them with the responsibility they deserve Trust your employees and provide them with the responsibility they deserve Communication Communication Importance of making communication constant and direct Importance of making communication constant and direct Motivation/Morale Motivation/Morale Value, support, and recognize your crew members Value, support, and recognize your crew members Mental MEP Mental MEP Preparation for the day, accurate forecasts, and awareness of what is happening around you Preparation for the day, accurate forecasts, and awareness of what is happening around you

RKR Goal Assessment Exceed Guest Expectations Provide Total Support to Your Staff Manage the Business Professionally

Exceed Guest Expectations Exceed Guest Expectations Exceed Guest Expectations Service manager Service manager Touched every table Touched every table Personally hand out comment cards to each table Personally hand out comment cards to each table Reservation manager Reservation manager Worked with the line managers Worked with the line managers Banquet services Banquet services Communication was vital Communication was vital Comment cards Comment cards Measure guest satisfaction Measure guest satisfaction Production and Line Manager Production and Line Manager Ensure accuracy and quality of menu items Ensure accuracy and quality of menu items Proper forecasting and preparation Proper forecasting and preparation

Provide Total Support to Your Staff Provide Total Support to Your Staff Provide Total Support to Your Staff Front of the house managers Front of the house managers Reviewed sequence of service Reviewed sequence of service Reviewed Micros Reviewed Micros Reviewed manager’s special Reviewed manager’s special Back of the house managers Back of the house managers Reviewed recipes Reviewed recipes Reviewed safety and sanitation Reviewed safety and sanitation Reviewed production Reviewed production

Manage the Business Professionally Manage the Business Professionally Manage the Business Professionally Division of responsibilities Division of responsibilities Service manager – food sales, bar sales, menu mix, and credits Service manager – food sales, bar sales, menu mix, and credits Reservation manager – bar usage, daily invoices, daily guest count Reservation manager – bar usage, daily invoices, daily guest count Production and Line managers – waste report, crew meal, production sheets Production and Line managers – waste report, crew meal, production sheets Proper documentation Proper documentation Reports documented in DataTrap Reports documented in DataTrap Focus on objectives Focus on objectives Comment cards Comment cards Production and line manager Production and line manager

Objectives We would like to achieve 32% of our total lunch sales through the weekly specials. We would like to achieve 32% of our total lunch sales through the weekly specials. We would like to improve the timeliness of the food production and meet the incremental flow of the lunch sequence of service, by achieving We would like to improve the timeliness of the food production and meet the incremental flow of the lunch sequence of service, by achieving 75% of “Good” or “Excellent” scores on comment cards questions #1and 6. We would like to achieve positive ratings (no We would like to achieve positive ratings (no “Bad” or “Poor” scores) on 80% (4 out of 5) comment cards returned, that are dropped by the service manager during our management week.

Objective #1 Assessment We have achieved more than 32% of our total lunch sales through the weekly specials. We have achieved more than 32% of our total lunch sales through the weekly specials. MondayTuesdayWednesdayThursdayFriday Mgr’s Special Sold None30 Menu Mix % 33%27%30%(full banquet) 44.12% Menu Mix % (per week) %

Objective #2 Assessment We have improved the timeliness of the food production and met the incremental flow of the lunch sequence of service, by achieving 75% of “Good” or “Excellent” scores on comment card questions number one and six. We have improved the timeliness of the food production and met the incremental flow of the lunch sequence of service, by achieving 75% of “Good” or “Excellent” scores on comment card questions number one and six. MondayTuesdayWednesdayThursdayFriday Question %89.58%88.90%None91.02% Question %81.25%83.90%(full banquet) 85.90%

Objective #3 Assessment We have achieved positive ratings on 80% comment cards returned, that were dropped off by the service manager during our management week We have achieved positive ratings on 80% comment cards returned, that were dropped off by the service manager during our management week Monday (27 cards) Tuesday (36 cards) Wednesday (59 cards) ThursdayFriday (39 cards) Subtotal None1276 Total (full banquet) 1388 % of Total84.45%81.40%91.25%91.93%

Revenue Analysis Days >Mon 4/10/06 Tues 4/11/06 Wed 4/12/06 Thurs 4/13/06 Fri 4/14/06 TotalF&B Mix Food Sales ,4962, , % Beer Sales Wine Sales Total Bar Sales % Total Sales 4431,0731,5262, , % Guest Count Average Check

Revenue Variance Dates April 10-14, 2005 HRT 382 Forecast Revised (Final) Weekly Forecast Actual Results Variance (Revised vs. Actual) Guest Count Average Check Total Sales 4, , , ,351.99

Menu Mix Analysis Menu Item / Menu Category Current X Count Current X Percent Past X Count Past X Percent Variance/Change House Salad146.90%62.4%House soup did not sell at all, yielding a higher percentage for the salad starter Total Appetizers9431.2% % Turkcado199.40%3915.6%With the popularity of the new French Dip and the Manager’s Special, there were less orders of the Turkcado French Dip2813.9%N/A This new item has no past data, but became the highest selling entrée aside from the Manager’s Special Manager’s Special6833.7%6224.8%Popular Manager’s Special that landed on the week of Good Friday Total a la Entrées %250100%

Menu Mix Analysis Apple Crisp %4819.2%Lower percentage then normal due to the popularity of the Manager’s Special Dessert Manager’s Special %5020.0%Very enticing, popular dessert that brought something different to the RKRR Total Desserts % % Total Beverages % %

Expense Analysis Theoretical Food Cost Theoretical Food Cost The theoretical food cost for the Restaurant at Kellogg Ranch is 38%, The theoretical food cost for the Restaurant at Kellogg Ranch is 38%, Our “Purchased” food cost for our management week was 50.8% Our “Purchased” food cost for our management week was 50.8% The variance between the two is a slight.8% The variance between the two is a slight.8% This variance can be explained through waste, errors, misfires, and incorrect reporting This variance can be explained through waste, errors, misfires, and incorrect reporting

Cost Analysis Bread Waste Bread Waste During our management week, the Restaurant at Kellogg Ranch wasted anywhere from rolls, every day that we were open for service During our management week, the Restaurant at Kellogg Ranch wasted anywhere from rolls, every day that we were open for service Each roll costs the restaurant $0.17. When you look at each roll individually, this does not seem like a huge amount. However, when we analyze the bread waste of the restaurant as a whole, we are tossing our profits away. Each roll costs the restaurant $0.17. When you look at each roll individually, this does not seem like a huge amount. However, when we analyze the bread waste of the restaurant as a whole, we are tossing our profits away.

Cost Analysis Summary of Bread Waste Cost per roll $0.17 Average of 20 rolls wasted per day $3.40 Cost of usage over 24 weeks (3 quarters) $ If calculated for the RKR as a restaurant open full time, during normal business hours $2, $2, Estimated savings if RKR waste was cut in half $326.40

Cost Recommendations Ask guests if they would like bread, instead of immediately delivering it to the table Limit the number of rolls delivered to the table, to a maximum of one roll per person Replenish the bread basket only upon request

Weekly Summary Teamwork Teamwork Collaboration between FOH and BOH Collaboration between FOH and BOH Assisting one another Assisting one another Promptness Promptness Sense of urgency Sense of urgency Showing up on time Showing up on time Motivation Motivation Rewards to Top Ponies Rewards to Top Ponies Words of encouragement Words of encouragement Success Success Achieved team objectives Achieved team objectives Created an enjoyable work environment Created an enjoyable work environment

Key Insights Reservation Manager Reservation Manager Teamwork Teamwork Service Manager Service Manager Empowerment Empowerment Trust Trust Line Manager Line Manager Interpersonal relationship Interpersonal relationship Production Manager Production Manager Communication Communication

Team 1 Recommendations Please see the handout for our recommendations. Please feel free to utilize any and all of our comments, and please do not hesitate to ask us questions!

Finish =) Finish =)