Personnel management manual
Financial management manual
Advertising marketing manual
Kitchen management manual
Material procurement and management
Equipment maintenance manual
Goods distribution manual
Market access survey system
Maintenance Manual I. Significance
This manual is a reference book for franchisees to guide and standardize service standards, which can help franchisees to obtain the required information. We may revise the relevant regulations at any time, and then we will inform you of these changes as soon as possible and include them in the manual.
Second, the post setting of the service group
Branch manager-floor minister-foreman (lobby foreman, front desk foreman, delivery foreman)-team leader-waiter, delivery clerk, bar attendant, cashier, guest, security guard and cleaning.
In the above positions, the setting of the front desk foreman should be determined according to the internal environment and post structure of each franchise store.
Three. Responsibilities of each post in the service group
Fourth, the operation process of the service group
4. 1 branch manager
4. 1. 1 regular meeting
4. 1.2 Attend the regular meeting
Dress neatly and attend meetings regularly; Check the dress and mental outlook of all staff management personnel; Listen carefully to the regular meeting presided over by the floor minister; Improve the supplementary content in time and put forward the requirements in time.
4. 1.3 before market opening
Carefully review the daily report of the previous day and analyze the business situation; Understand market trends and raw material prices, effectively control operating costs, reduce operating expenses, and ensure the completion of operating indicators and profit indicators; Spot check and supervise the operation specifications prepared by floors, kitchens and employees at any time; Spot check all aspects of the bar work and cashier's accounts at any time. 4. 1.4 Start
On-site management: regularly inspect and supervise the floors and kitchens to ensure the normal operation of all links; Responsible for the reception and welcome of important guests; Handle important complaints from guests; Actively communicate with guests, collect opinions from all sides, and arrange records in time.
4. 1.5 closing
Convene a meeting of the responsible persons of each link; Handle the communication and contact between kitchen and floor in time; Put forward and summarize the problems in the day's work; Timely adjust and improve business measures.
4.2 Minister of Flooring
4.2. 1 preparation for shift
Understand and check the booking situation of the day in time; Do a good job of booking tables and taking seats; Check the restaurant floor; Check the problems left over from the closing work that night; Contact the kitchen administration department in time for the food supply of the day.
(Note: The kitchen should fill in the sales list of the day)
4.2.2 Organize to attend regular meetings.
Timely grasp the attendance and arrival rate of restaurant floor personnel; Communicate the contents of the management meeting and emphasize the supplementary provisions; Put forward improvement measures for the weak links (in service work) and explain the implementation methods;
Check the appearance, appearance and dress of service personnel; On the day of the announcement, the reservation of seats and the supply of dishes in the kitchen department; Arrange work according to the reservation of the day; Arrange dispatching personnel reasonably, allocate drinks, arrange flower stands and dining tables for guests and friends, highlight key points and be orderly; Correct work attitude, serious labor discipline, announce violations and commend cases.
4.2.3 Work before market opening
Spot check the hygiene and table layout of each group in the hall; Preparation before work and use and maintenance of related electrical equipment and lamps (note: the responsible person shall be instructed to guarantee the damaged and abnormal electrical equipment and lamps); Standardized operation prepared by inspectors.
4.2.4 Market opening
Patrol the work stations of waiters in various districts and carry out reception services according to procedures. Provide catering information for guests, do not know when to launch promotional activities, supervise service quality, seriously assume post responsibilities and promote work coordination. Check the service staff's initiative and the quality of the dishes, control the delivery speed during the business peak (combined with the guests' opinions), and observe the guests' dining situation at any time. Master the moderation of air conditioning, electrical appliances, lighting and acoustics in the lobby, and create a good dining atmosphere (note: sampling security inspection, the sequence of welcome stations in the welcome session). Assist, guide, wait for guest service, consult and explain difficult problems during meals (note: always pay attention to the abnormal situation in the lobby, make emergency preparations, and actively cooperate with the work of holding tables and loading guests during the peak business hours).
(Note: Cooperate with the ushers and waiters to check out, send off and collect money for the guests, and check out the big seats and tables in person. )
close
Pay attention to collecting and sorting out different opinions from all sides, fill in the business log (guest complaints and suggestions), and attend the meeting of the person in charge of each link and above (note: summarize the work situation of the day).
4.3 Head Waiter (Hall, Private Room)
4.3. 1 The personnel on duty should work in advance before the regular meeting and get the required tableware from the relevant departments in time to ensure the correct delivery.
Attend regular meetings
Call the team members to attend the regular meeting (note: check the appearance, appearance, personal hygiene and dress of the team members in advance), carefully record, actively implement and accurately implement the meeting notice, supplementary regulations (temporary reward and punishment measures) and labor discipline conveyed by the floor minister, keep abreast of the booking situation of the area on that day, and accept the work arrangement of the minister.
4.3.3 Work before opening
Assist in sanitation and tableware placement in this area. Actively cooperate with the floor minister or store manager to supervise and inspect the hygiene and table layout in their respective areas. Actively cooperate with floor ministers and sales representatives, set up tables and place nozzles according to customer needs. After understanding the reservation situation, arrange the waiter to keep the table in advance according to the situation. Familiarize employees with the nature, standards and requirements of the banquet.
4.3.4 Work during the market opening period
Grasp the food supply situation of the day and introduce the food to the guests actively. Consult guests and do a good job in billing and promotion. (Note: Cooperate with the welcoming guests and waiters to do the auxiliary work such as welcoming guests, preparing dishes, adding tables, laying tables, checking out guests and closing tables. )
Supervise the quality of food, control the speed of food delivery, assist the waiter to do a good job of adding and returning food, and answer the difficult questions raised by the guests temporarily.
(Note: Monitor the service quality at any time, pay special attention to the guest dynamics in this area and its adjacent areas, and assist the waiters to provide comprehensive services. )
4.3.5 Close the market and do a good job of seeing Fujian off.
Record the guests' useful suggestions in time, handle the guests' complaints and report to the minister or the store manager (comment on the weak links in the waiter's desk). )
Attend the closing manager meeting.
(Note: Summarize the work on the day of feedback and collect information. )
Do a good job on duty that day.
(Note: Do a good job in all aspects of inspection after closing. )
4.4. Waiter foreman
4.4. 1 Attend the regular meeting
Call team members to attend regular meetings.
(Note: We should know the attendance rate of our team. First of all, we should check the gfd and personal hygiene dress of team employees. )
Seriously record, actively implement and accurately implement the meeting notice, supplementary regulations (temporary rewards and punishments) and labor discipline conveyed by the floor minister.
4.4.2 Work before market opening
Assist in the health work in this area.
Check whether the auxiliary work of this link is completed in place (such as sending vegetables, mixing materials and sending vegetables).
Check whether the non-slip absorbent paper pad on the kitchen door floor is in place safely.
4.4.3 Work during the opening period
Supervise and inspect the standing posture, walking posture, end-plate posture and Mandarin usage of food delivery staff; Supervise and inspect the staff to deliver food and snacks in time, and urge the food delivery staff to cooperate with the waiter.
When the business is busy, assist the bill issuing and food delivery, pay attention to the menu and the speed of food chasing.
lower the curtain
Timely record the opinions and suggestions of guests and internal staff, and report to the floor minister or manager in time.
Attend the closing manager meeting.
4.5 Team leaders and waiters
Attend regular meetings
Dress neatly and be full of energy, and queue up for the regular meeting.
(Note: The roll call at regular meetings is loud and standardized. )
Listen carefully to the content conveyed by the regular meeting.
4.5.2 Before the market opens
Responsible for setting up tables on the desktop; Check whether the number of spare tableware is correct and neatly stacked in the table.
(Note: If it is a big table, prepare enough tableware. )
Responsible for cleaning the area of responsibility.
Check and prepare the maintenance tools needed for maintenance work.
(Note: After the regional cleaning work is completed, the team leader will conduct a comprehensive inspection and remedy the problems in time. )
4.5.3 Market opening
Stand guard on time.
Welcome guests to their seats according to the service procedures, help them order, introduce our specialties to them, answer their questions or convey their requirements.
Familiar with service process, service skills and catering knowledge.
Familiar with the correct use of various utensils, ensure that the tableware and utensils used are clean, hygienic, bright and seamless, and the tablecloth and napkin are clean.
Understand the names of different dishes in this restaurant, understand their original ingredients, cooking methods and taste characteristics, and master the service methods of dishes.
In the service, pay attention to safety work and check frequently.
Do a good job of checking out and seeing off guests.
(Note: In the whole service work, we should be diligent in eyes, hands, mouth and legs. )
Do a good job of closing the table after the guests leave.
lower the curtain
Complete the work assigned by the superior.
4.6 Vegetable Messenger
6. 1 Attend the regular meeting
Dressed neatly and refreshed, queue up for the regular meeting.
Listen carefully to the content conveyed by the regular meeting.
(Note: The roll call at regular meetings is loud and standardized. )
4.6.2 Before the market opens
Responsible for preparing mixing, batching and vegetable delivery equipment, and actively cooperate with chefs to make preparations before the market opens.
Responsible for the distribution of tableware before the opening of the market, and ensure that there are enough tables and turnover tableware in the lobby.
Responsible for cleaning the area of responsibility.
4.6.3 Market opening
Get in position on time and stand guard.
Strictly follow the standard service of ordering and delivering food, and deliver all the dishes on the menu from the kitchen to the waiter at the dining table of the ordering guests accurately, quickly and safely.
Check the quality of the dishes, have the right to refuse to send the dishes that do not meet the quality standards, and timely feedback the guests' opinions and suggestions on the dishes to the kitchen or report to the foreman.
Assist the lobby attendant to return the dirty tableware removed from the countertop to the dishwashing room for cleaning in time.
Pay attention to the use of special dishes when passing dishes.
lower the curtain
Complete the work assigned by the superior.
4.7 bartender
Attend regular meetings
Dressed neatly and refreshed, queue up for the regular meeting.
Listen carefully to the content conveyed by the regular meeting.
(Note: The roll call at regular meetings is loud and standardized. )
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