Although there are many management links in catering enterprises, involving a wide range, the author thinks that products (mainly referring to dishes), service and environment are its three pillars. The front office is mainly responsible for service management, which is an important part of the catering management system. A catering enterprise should provide customers with excellent and wonderful food and a comfortable and beautiful environment in tangible services, and should be meticulous, thoughtful, enthusiastic, friendly and responsive in intangible services. Service work seems simple, but in fact it contains a lot of knowledge, skills and cumbersome labor. Operation and benefit are mainly accomplished by front office services. Therefore, it is difficult to win without good organization and management.

Section 1 Front Office Organization and Service Personnel Position Design

Front Office management mainly focuses on service personnel management and service quality management. Any management should be people-oriented, and people are the main body of the management object. Let's first design the personnel management:

1. Organizational structure design of the front office

2. Job orientation of the staff in each position of the front office

Front office manager:

Fully responsible for the reception service organization of the front office and managing the service personnel and service quality of the whole restaurant. Including: formulating various management systems, work norms, procedures and standards of the front office. Make marketing plan and training plan, and report to the general manager for approval, and be responsible for organizing the implementation.

assistant manager of the lobby: responsible for ordering food and actively carrying out reservation work, receiving important guests, handling guest complaints, assisting the front office manager to manage the front office, and being responsible for the overall work of the front office in the absence of the front office manager.

supervisor: some restaurants are called "head waiter", "restaurant director" or "restaurant manager". It is between the front office manager and the foreman. The general division of labor is responsible for the daily management of the floor and the daily training. Its management functions mainly include the following aspects: supervision, communication, coordination, control, cooperation with the front office manager to draw up various plans and organize specific implementation. The supervisor is the teacher of the waiter and should undertake the daily training work.

welcome head waiter: responsible for welcoming guests, guiding them to their seats, registering the reservations, publicizing the reservations for each meal, and collecting and establishing customer files.

desk foreman: responsible for on-site service in an area and leading and organizing a group of service personnel to do a good job in service.

Head waiter of the food delivery department: responsible for organizing the delivery of food, marking the menu, preparing appetizers, aperitifs and seasonings, and some restaurants are also responsible for cooking.

Head waiter of the bar department: responsible for organizing and operating wine mixing, making fruit bowls, preparing tea and selling drinks.

Head waiter of the food preparation team: responsible for organizing the cleaning of public areas, the storage, cleaning and preparation of tableware, and some restaurants are also in charge of the maintenance and repair of equipment and facilities.

The setting of the front office post is not fixed at the same level. It should be flexibly mastered according to the scale, grade and business strategy of the restaurant.

third, trapezoidal management of front office personnel

trapezoidal management in the front office is conducive to constantly motivating service personnel and improving their enterprising spirit through continuous improvement. If every month, every week, or even every day, service personnel are promoted and everyone is congratulating them, it will bring some happiness and positive factors to this group. The promotion of each post must set a certain time limit and assessment criteria. Let all employees find their own development space here according to a certain track and certain goals. No matter who makes unremitting efforts, he can see hope and realize his wishes. The number of jobs in a store is limited, but enterprises can expand their space by developing chain stores. This will leave most of the old employees and excellent employees. Even in the position of front office manager, you can still strive for the goal of deputy general manager and general manager. There is no cap on the world, of course, it is impossible to be a prime minister in an enterprise.

(1), front office rank map

(2), Front office job responsibilities and promotion conditions

Job responsibilities and promotion conditions

Remarks

Time quality, ability and performance of the current post

Front office manager

1. In addition to the quality and ability of the supervisor and assistant manager in the lobby, the following conditions should be met.

2. Be able to formulate the rules and regulations, service specifications, procedures and standards of Qiantang and apply them to practical work.

3. Have strong business planning ability and public relations ability, and be able to coordinate the relationship between various departments in the restaurant.

> 4. Collect customer feedback in time, properly handle complaints and improve work.

5. Pay attention to training, and organize the training, assessment, rewards and punishments, and promotion of on-the-job employees in a planned way.

> 6. Complete the tasks assigned by superiors to the letter. And can do creative work.

Assistant Manager

> One year

1. In addition to the experience of all-star waiters and supervisors, you should also have strong marketing and reception skills, be able to organize the ordering affairs according to customers' requirements, and handle the complaints of customers.

2. Be familiar with old customers, be able to actively establish customer files, and provide effective tracking services.

3. Be able to put forward marketing plans and suggestions to the enterprise, and organize marketing activities after being approved by the leaders.

4. Assist the lobby manager to do a good job in management, and assume overall management responsibility when the lobby manager is not present.

supervisor

1. In addition to the quality and ability of a full-star waiter and foreman. It also has strong floor management, scheduling, coordination and organizational operation capabilities.

2. Be able to comprehensively train service personnel in professional knowledge and skills, and have the ability to formulate training plans and organize their implementation.

3. Take an active part in training, and be able to make use of spare time for business study and further study, and make continuous achievements and innovations in service work.

foreman

besides having the qualities and abilities of a full-star waiter for half a year.

1. It also has certain training ability and comprehensive management ability. Can lead the staff of this class to do a good job in service and work assigned by superiors.

2. Have a strong market concept and overall awareness, be able to handle customer complaints well, actively coordinate the relationship between the front office and the back office and various departments, and ensure the normal operation.

3. Have outstanding work performance; Management and service knowledge have passed the examination.

All-star waiter, three months

1, with all the conditions of a star waiter.

2. Be able to take the lead in implementing various tasks and rules and regulations arranged by superiors.

> 3. The service knowledge and skills are comprehensive and proficient.

4. Be able to give demonstration and guidance to trainee waiters or other people. Can serve as a group, with service work. 5. Service knowledge and skills have passed the examination.

star waiter

three months 1. Have all the conditions and qualities of a waiter

> 2. Have outstanding special service knowledge or special skills

> 3. Outstanding performance during the on-the-job period. 4. Passing the service knowledge and skills examination

> Attendant for three months

1. Be familiar with the rules and regulations of this enterprise and strictly abide by them.

2. Be familiar with service specifications, service procedures, knowledge of drinks and dishes. Skillfully master service skills and service terms.

3. Obey the arrangement and work hard to complete the task. There is no big mistake during the on-the-job period.

4. The service knowledge and current skills have passed the examination.

5. Actively and humbly learn business knowledge and skills, and constantly improve their own quality.

See the waiter for seven days. 1. Understand the rules and regulations of this enterprise and strictly abide by them.

> 2. Actively learn service specifications and service procedure skills, and master them as soon as possible.

3. I love my job, and I can do my duty well in service.

4. Service knowledge examination (open book) and skill examination are qualified.

Note:

The job responsibilities should not be too complicated, which will not change the operation. The author makes a table of the post responsibilities and promotion conditions of all the staff in the front office, which is clear at a glance and easy to operate. The duties and conditions listed in the lower-level positions and posts in the table must be met by all the posts above, so there is no need to repeat them. Each post at the next higher level can only add some necessary conditions on the basis of the next post.

The landlord can also have a look at this floor. There are all of them.