management of catering front office

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 comfortable and beautiful environment in tangible services, and should be smiling, 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. The operation and benefit mainly depend on the service of the front office. Therefore, it is difficult to win without good organization and management.

Front office organization and service personnel post 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 take the Chinese restaurant (slow food) as an example. First, we design the organizational structure and posts of management:

First, the organizational structure design of the front office

Second, the job orientation of the staff in each post of the front office

The front office manager is fully responsible for the reception service organization of the front office and manages the service personnel and service quality of the whole restaurant. Including: formulating various management systems, work norms, procedures and standards of the front office, formulating marketing plans and training plans, and organizing their implementation after reporting them to the general manager for approval.

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 and training of the floor. Its management functions mainly include the following aspects: supervision, communication, coordination, control, cooperation with the front office manager to formulate various plans and organize specific implementation. Teachers whose supervisors are waiters 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 static. It should be flexibly mastered according to the scale, grade and business strategy of the restaurant.