Personnel Management Manual
Financial Management Manual
Advertising and Marketing Manual
Kitchen Management Manual
Materials Procurement and Management
Equipment Maintenance Manual
Item Distribution Manual
Marketing Visiting Survey System
Service Manual I. Significance
This manual is a tool for each franchise to guide the service standard and standardize the service standard, which can help the franchisee to get the required information. We may amend the relevant provisions at any time, when we will notify you of the changes, and included in the manual as soon as possible.
Two, the service group of the job setup
Branch manager - floor minister - foreman (hall foreman, front desk foreman, pass the food foreman) Team leader - waiter, food delivery staff, bar staff, cashier, consulting guests, security, cleaning and cleaning staff.
In the above link positions, the front desk foreman should be set up according to the internal environment of the franchise location structure to determine the setting or not.
Three, the service group of the duties of each position
Four, the service group of the operating procedures
4.1 Branch Manager
4.1.1 Regular meetings
4.1.2 Participation in regular meetings
Dressed neatly to participate in the regular meetings; check the dress of all staff management personnel and the spirit of the situation; listen carefully to the floor ministers presided over the regular meeting situation; Timely improvement of additional content, make timely requests for clarification.
4.1.3 Before the opening of the market
Carefully review the previous day's daily statement, analyze the business situation; understand the market trends and grasp the raw material market, effectively control operating costs, reduce operating costs, to ensure that the completion of business targets and profit targets; at any time to spot-check the supervision of the floor, the kitchen, the staff to prepare for the work of the operating norms; at any time to spot-check the bar of each link of the work of the cashier's accounts. 4.1.4 Beginning
Site Management: Regularly patrol the floor, kitchen supervision, to ensure that all aspects of the normal operation; responsible for the reception of VIP guests, welcome work; dealing with important guest complaints; active communication with guests, collect a variety of views, and timely organization of records.
4.1.5 Closing
Call the person in charge of each link to meet; timely handling of the kitchen and the floor of the communication interface; put forward, summarize the work of the day in the problem; timely adjustment, improve the operation of the measures.
4.2 Floor Minister
4.2.1 Pre-shift Preparation
Timely understanding, check the booking of the day's table situation; booking the table to receive the work; inspection of the restaurant floor; check the evening of the day's finishing work of the leftover issues; and timely communication with the Kitchen Department of the day's supply of food.
(Note: the kitchen to fill in the list of the day put)
4.2.2 organization to participate in the regular meeting
To grasp the restaurant floor in time to face the attendance of the staff and the rate of availability; to convey the content of the managers of the meeting to emphasize the additional provisions; for the weak links (in the work of the service) to come up with measures to improve, the implementation of the method;
Checking the instrumentation of the service staff, Grooming and dress code; notice the booking of the day's seats and the supply of food in the kitchen department; set up the work for the day's booking of the table; reasonable arrangements for the deployment of personnel, the configuration of drinks, the arrangement of the flower table and the table of the guest of honor, highlighting the priority, orderly; correct work attitude, serious labor discipline, announced the violation of discipline, recognition of the example.
4.2.3 Pre-opening work
Sampling the hall of the groups of health and table setting; pre-service preparations and related electrical equipment, lamps and lanterns, the use of the repair situation (Note: has been damaged and abnormal electrical appliances, lamps and lanterns charged to the person in charge of the link warranty); inspection and supervision of the waiter to prepare for the work of the standardized operation.
4.2.4 Market opening
Inspection of the waiter's station in each area, according to the program to start the reception service work. Provide guests with information on food and beverages, promote promotional activities without recognizing the time, supervise the quality of service, serious job responsibilities, and promote the coordination of work. To pass the food link and service personnel work initiative, food quality control, control the business peak food speed (combined with the guests' opinions), at any time to observe the guests' eating situation. Master the hall of air conditioning, electrical appliances, lighting, sound moderate degree, to create a good dining atmosphere (Note: sampling security, welcoming links to welcome the guests in the order of the station) to assist, guide, waiter to do a good job of guest dining services, consulting and explanation of difficult issues (Note: always pay attention to the hall of abnormal situation dynamics, be ready to cope with the emergencies, the peak business initiative to cooperate with the executive desk, the security of the guest's work)
(Note: Always pay attention to the hall of abnormal situation dynamics, ready to cope with the unexpected, business peak initiative to cooperate with the executive desk, the guest work) /p>
(Note: with the welcome, the waiter, do a good job of the guest checkout to send guests to the collection work, large table checkout work personally responsible for the operation).
4.2.5 closing
Pay attention to the collection and collation of different opinions from all sides, fill out the business log (guest complaints, suggestions) to participate in the various aspects of the person in charge of the building face team leader above the meeting (Note: summarize the day's work) street to receive.
4.3 Foreman (hall, private rooms)
4.3.1 Before the regular meeting of the morning shift on duty personnel, in a timely manner on the required tableware to the relevant departments to receive, to achieve the right to receive and issue.
4.3.2 Participate in the regular meeting
Call the team to participate in the regular meeting (Note: should grasp the attendance of the team prior to checking the team staff grooming, instrumentation, personal hygiene, attire) careful records, active implementation, accurate implementation of the floor ministers conveyed by the notice of the meeting, the additional provisions (temporary incentives and penalties) and labor discipline, and in a timely manner, to grasp the booking of the day of the district to which it belongs. The situation of the booking of the day in the district to which it belongs, accept the minister's work arrangements.
4.3.3 Pre-opening work
Assist in the hygiene of the region and set up the table. Take the initiative to cooperate with the floor minister or store manager to supervise and inspect the hygiene and set-up work in the area. Take the initiative to cooperate with the floor minister and sales representative to set up the table type and place sprinkles according to the customer's needs. Understand the booking situation, according to the situation in advance to make arrangements for the waiter to perform the table. Familiarize the staff with the nature of the banquet, standards and requirements.
4.3.4 Work in the market
Get hold of the day's supply of food, take the initiative to introduce the dishes for the guests. Ask for guests' opinions and do a good job of billing and sales promotion. (Note: with the welcome and waiter to do a good job of guests, steep dishes, add tables, spread the table, check out and send guests and collect the auxiliary work.)
Supervise the quality of dishes, control the speed of dishes, assist the waiter to do a good job of adding dishes, returning dishes, and do a good job of answering questions raised by guests temporarily.
(Note: Supervise the quality of service at all times, focus on the region and neighboring areas of the guest dynamics, to assist the waiter to provide comprehensive service.)
Doing a good job of sending off guests 4.3.5 Closing
Timely record the guests' useful suggestions, deal with the guests' complaints, and report to the minister or store manager (for the waiter on duty in the weak link to be evaluated.)
Participate in the closing management meeting
(Note: Summarize and feedback on the day's work and collect information.)
Do a good job on duty for the day
(Note: Do a good job of checking all aspects of the work after the closing of the market.)
4.4. Passing food foreman
4.4.1 Participate in the regular meeting
Convene this team to participate in the regular meeting
(Note: should grasp the attendance of the team, first check the appearance of the staff of the team, personal hygiene and dress code.)
Conscientiously record, actively implement, accurately implement the floor minister to convey the meeting notice, additional provisions (temporary rewards and punishments) and labor discipline.
4.4.2 Pre-opening work
Assists in the sanitation of the area.
View whether the work of auxiliary links in this session is completed and in place (such as serving links, seasoning ingredients, passing utensils ready).
Check whether the non-slip absorbent paper pads on the floor of the kitchen entrance are well placed and in place.
4.4.3 Work in the market opening
Supervision and inspection of the food passing department staff standing posture, walking posture, tray posture and the use of Putonghua; supervision and inspection of the staff in a timely manner to transmit dishes and snacks, supervise the food passing staff and the waiter's work with.
When the business is busy, assisting the checker and serving link work, pay attention to the menu and the speed of chasing food.
4.4.4 Closing
Record comments and suggestions from guests and internal staff in a timely manner and report them to the floor manager or manager.
Participate in the closing management meeting.
4.5 Team Leaders and Waiters
4.5.1 Attendance at Regular Meetings
Dressed neatly, in good spirits, and lined up for the regular meetings.
(Note: The voice is loud and clear during the roll call of the regular meeting, and standardized operation.)
Listen attentively to what is conveyed in the regular meeting.
4.5.2 Before the opening of the market
Responsible for the tabletop setup; conduct inventory of the number of spare tableware is correct, and categorized and stacked neatly in the drop table.
(Note: In case of large tables, the tableware should be prepared in sufficient quantity.)
Responsible for the cleanliness of the area of responsibility.
Checks and prepares service tools needed for service.
(Note: The team leader conducts a thorough inspection of the area after the cleaning work is completed and remedies any problems promptly.)
4.5.3 In the opening of the market
Positioning the station on time.
According to the service procedures, welcome guests to their seats, assist guests in ordering food, introduce guests to the restaurant's specialties, and answer guests' questions or convey guests' requests.
Familiar with the service process, service skills and knowledge of food and beverage products.
Familiar with the correct use of various utensils, to ensure that the tableware and utensils used are clean, hygienic, bright, and free of chips, as well as clean tablecloths and napkins.
Knowledge the names of different dishes in the restaurant, their original ingredients, cooking methods, flavor characteristics, and mastery of the service of the dishes.
In service, pay attention to safety and check it frequently.
Doing a good job of checking out and sending off customers.
(Note: The whole service work should be eye, hand, mouth and leg diligent.)
After the guests leave the seat, do the closing work.
4.5.4 Closing
Complete the work assigned by the superior.
4.6 Passing out food workers
4.6.1 Participate in the regular meeting
Dressed neatly and in good spirits, parade to the regular meeting.
Listen attentively to what is conveyed in the regular meeting.
(Note: Roll call at regular meetings is loud and standardized.)
4.6.2 Before opening
Responsible for preparing the seasoning, ingredients and passing utensils, and take the initiative to cooperate with the chef to do the preparation work before opening.
Responsible for the distribution of tableware before the opening of the market, to meet the hall has a sufficient amount of table and turnover tableware.
Responsible for the cleanliness of the responsible area.
4.6.3 During market opening
Position and stand on time.
Strictly in accordance with the standardized service of dish point transmission, all dishes on the order form will be delivered from the kitchen to the ordering guest table duty waiter accurately, quickly and securely.
Keep the quality of the dishes, the dishes do not meet the quality standards have the right to refuse to transmit, timely feedback to the kitchen or to the foreman of the guests on the dish comments and suggestions.
Assist the hall waiter to remove the countertop dirty tableware in a timely manner to pass back to the dishwashing room cleaning.
Passes dishes with attention to mastering the method of serving specialties using utensils.
4.6.4 Closing
Completes work assigned by supervisor.
4.7 Baristas
4.7.1 Attendance at Regular Meetings
Dressed neatly, in good spirits, and in formation for regular meetings.
Listen attentively to what is conveyed in the regular meeting.
(Note: Roll call at regular meetings is loud and standardized.)
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