From the management level, the catering foreman is at the lowest level of catering management, directly facing the employees and customers, and supervising and managing the employees, which plays a connecting role. The "official" is slight, and expensive is not light. Therefore, some management scholars endow the foreman of catering supervisor with multiple roles: leader, messenger, mentor, referee, model and consultant. Other scholars have summed up 19 kinds of taboo restaurant foreman, such as favoring subordinates, not paying attention to listening, dogmatism and arbitrariness, and so on. These are the expectations and advice put forward by catering leaders or scholars to the foreman, and every foreman should firmly remember or take warning. The author often asks employees "What is the foreman in your mind?" when doing supervision and management training for some restaurants. Based on their own feelings, some employees have put forward many loyal and insightful opinions to their immediate superiors, which are worth pondering.

1. The head of the catering foreman should be a real talent, and the employees who can participate in the seminar agree that a competent foreman should first be familiar with the business knowledge related to his or her own job and have strong operational skills, and he should be a "small expert" in this respect. If a foreman doesn't fully grasp the procedures, standards and quality inspection specifications of those jobs he is in charge of, or is not skilled in operation, it is difficult to manage his subordinates well, and sometimes even give them jokes.

Sheraton Hotel's ability training for new employees is divided into four levels: (1) trained; (2) Ability to achieve basic needs; (3) To achieve the basic required ability and Sheraton guest satisfaction standards; (4) Achieve the basic required ability and Sheraton guest satisfaction standard, and be effective.

As a foreman, he should be able to meet the requirements of the above-mentioned fourth ability level in terms of business knowledge and operation skills, even the foreman who just changed his post should try his best to meet this requirement as soon as possible. The foreman should not only master certain business knowledge and operation skills, but also have certain management theory foundation. Many foreman in training their subordinates, the degree and standard of a certain job, but why do you want to do this? Or what should we pay attention to avoid? Just a little talk, mediocre training, and employees' low mood to participate in the training are a manifestation of the lack of basic theoretical literacy, which should be tried to make up for. Now is the information age, with new knowledge, new technology, new concepts and new theories emerging one after another. If you don't keep pace with the times and study actively, you may fall behind, especially those older "old" foremen, who can't just keep their roots. Besides, the customers we are facing now are more knowledgeable, more demanding, more rational in consumption, more critical, and it is more difficult to serve "God". The foreman in the front line of management must be good at grasping the new situation and constantly studying the new needs of customers in order to lead employees to continuously carry out service innovation. Some employees said, "There is also a very practical question whether the foreman should work with his subordinates"? Because some foremen think: "In-class inspection is busy enough, how can I have time to work with employees?"

In fact, the foreman can spare some time to lead the staff, especially in the emergency of service work, which can motivate the staff. At the same time, some problems can be found in the process of working together, which is conducive to improving supervision and management. It is difficult for a foreman who only talks but doesn't do it, or only scolds his subordinates, to establish real prestige in front of his subordinates.

2. The person in charge of the catering foreman should be fair and just, and do not engage in personal relations. Some employees think: "Although the foreman has a small position, he is the most direct boss to the employees. If the relationship is not good, Little shoes? It may be enough for you to wear! " They have the same wish for the foreman: be strict and not afraid, as long as they handle justice and don't "judge people by their opinions", everyone will be psychologically convinced. Usually, employees have two big opinions about the foreman, one is unreasonable work assignment, and the other is unfair handling of the problem.

One day, a restaurant room cleaner complained to me, saying, "Today, the foreman assigned me to clean 13 rooms, and some employees did much less than me. I tried my best to finish the cleaning after a long shift, but when the foreman checked the room, he seized on some minor problems in my cleaning and punished me to do it again. I was really unconvinced." Whether the employee's psychological dissatisfaction is justified is difficult to determine based on the above fears. However, the author thinks that if the foreman clearly explains the work tasks and division of labor (including the employees who need to be taken care of), that is, the arrangement of work is as "transparent" as possible and the workload distribution is generally reasonable, I think most employees can be reasonable. Due to various reasons, the cleaning progress of each employee will be different. At the end of work, the foreman will coordinate appropriately and organize employees to help each other, reflecting the spirit of unity and mutual assistance within the team, and the employees who are lagging behind in cleaning will also be encouraged and educated. As for the foreman's clinging to some minor problems during rounds, we should be sure that "strictness" is right, but "strictness" should be measured, and "strictness" should pay attention to methods.

for important problems, especially those that may cause customers' complaints, we should pay close attention to them and deal with them seriously. It is said that the quality inspector of a restaurant spent more than 41 minutes checking a room, and found out more than 11 problems, such as a little floating ash on the carpet in the corner, a little water on the pure water tray, a little short hair on the bathroom floor, and left a penalty sheet. Similar to this kind of treatment, the employees involved may not be convinced, and it is difficult to really achieve the purpose of education and rectification. The foreman on duty should not only check the problems in the cleaner's work afterwards, but also conduct spot checks during the cleaning process, point out the problems in time when they are found, help correct them, and strengthen the quality control during the cleaning process, instead of blindly taking the method of "calculating the general ledger" afterwards. The problems found to be * * * should be summarized and analyzed in detail at the pre-shift meeting the next day to attract everyone's attention. For those serious problems or problems that are caused by poor sense of responsibility, they should not only be punished for redoing, but even deduct points and deduct bonuses, which will make the parties feel "painful". Whether the foreman and employees can get along in good faith, employees value whether the foreman is decent or not. Although some foreman's ability and level are not very strong, they are good at getting along honestly with their subordinates, establishing a relationship of friendship and trust with them, and making employees proactive. The cohesion of this team is generally strong. And the foreman who bullies the weak, engages in intimacy and even engages in small circles, most employees look down on him, so how to do a good job in team building? Another important aspect for a foreman to win the hearts of employees is to respect their personality.

don't put on an "official" shelf in front of employees and scold them at every turn. Most employees have their own specialties, and the foreman should sincerely learn from them and ask for advice. Don't think that this will lower their social status. On the contrary, the more sincere you are to employees, the more they will treat you as a bosom friend. The foreman should take the initiative to do the ideological work of the employees. If there is something wrong with the employees, on the basis of finding out the facts, the critics should criticize (pay due attention to the way), don't "point fingers at mulberry trees", and should not always report to the superiors and let them "punish" the employees, so that the employees' opinions will be greater, which is not conducive to the fundamental solution of the problem. For employees who have made mistakes, help them enthusiastically, not sarcastically; For new employees who ask some very simple questions, we should answer them patiently and positively, instead of dismissing them, thus hurting the self-esteem of new employees.

3. The head waiter in charge of catering should be good at communication and can coordinate communication, not only the transmission and exchange of information, but also the exchange of feelings and opinions. How effective the foreman is, and whether he can communicate effectively with employees is the key. How does the foreman communicate well with his subordinates? Employees expect the foreman to focus on the following aspects:

(1) Pay attention to the two-way communication. When arranging work or talking with individual employees, we should pay attention to listening to the opinions of subordinates, broaden our thinking and understand what employees are thinking. Even if employees' opinions are not correct sometimes, we should let them finish their sentences, and then do some explanation and persuasion for the incorrect parts.

(2) It should be realized that the attitude when talking with subordinates is more important than the content of the conversation. For example, if an employee makes a mistake, the foreman will thank you from the heart if he starts from caring and caring, even if the criticism is heavier. If he complains and satirizes, even if the employee realizes the mistake in his heart, he will think that you are fooling people. Some foreman should also change the habit of pitying and praising subordinates, pay attention to and dig out the commendable places of employees at any time, so that the praised person feels happy and doubly moved. "He who cares about me is my foreman."

(3) cultivate the good habit of listening to the opinions of subordinates. Some foreman thinks he is clever and often doesn't listen to his subordinates' suggestions, especially for those employees who can't grasp the key points, and they are upset when they see his suggestions; Some people are narrow-minded, and they give advice to employees who don't have the same feelings. After listening to it, they immediately interrupt, making the other party unable to get off the stage. These are not ways to talk openly.

You should understand that "an excellent listener often has a strong appeal, and he makes the speaker feel important, instead of being disheartened and hesitant". The foreman should take improving the listening style of interpersonal relationship as an important topic to study.

(4) Pay attention to communication skills and the power of language. Coordination is another important work in the process of foreman's supervision. Besides paying attention to the internal coordination of the team, we should also be good at coordinating with other teams, departments and superiors. Foremen who only concentrate on their own work without paying attention to mobilizing the enthusiasm of all parties, even if they work hard and tired, will often end up in an embarrassing situation with half the effort.

4. The head of the catering foreman should be flexible and able to correctly implement the intention of the superior. The foreman should be able to accurately understand and conscientiously implement the work deployed by the superior. In the process of implementation, we should not just be a megaphone and memorize dogmas, but should combine the actual situation of our team and the changes in the requirements for receiving guests, flexibly grasp and properly adjust the specific operating procedures and norms on the premise of adhering to the quality of service, and creatively carry out our work to continuously enrich the characteristics of our team's personalized service and the level of our own supervision and management. When you encounter difficult problems in your work, you should carefully analyze and think hard, and deal with them promptly and decisively on the premise of meeting the requirements of the guests as much as possible. Don't wait for the reply from your superiors, because that will delay the service opportunity and offend or even lose some guests.

5. The head waiter in charge of catering should be brave enough to take responsibility and not hide his mistakes. Employees admire the foreman who is brave enough to take responsibility and dare to do things. They insist on what is right, and if they do something wrong (including giving employees wrong guidance), they have the courage to admit their mistakes and correct them, and they don't emphasize making excuses objectively, let alone putting the blame on others. When employees make mistakes in their work, they don't blame their subordinates blindly, but look for reasons from the perspective of leaders, analyze their own responsibilities, learn from them and improve them. Even if you are criticized by your superiors for your employees' mistakes, don't vent your grievances on your employees. Most employees are proud of having such a foreman. In order to encourage the foreman to carry forward the spirit of courage and responsibility, it is absolutely necessary for the catering decision-makers to grant them certain power to deal with emergencies on the spot.