Organization of services in restaurant establishments. Job description of the head waiter Responsibilities of the head waiter and other officials
A restaurant is a special type of enterprise in which the organization of production of a wide range of products culinary products complex preparations are combined with the organization of a high level of customer service in the restaurant’s sales areas. Control over trading floor carried out by the Head waiter. At the entrance to the restaurant, he meets guests, greets them and escorts them to an empty table. If for any reason the head waiter is absent, then these functions are performed by the waiter foreman, inviting visitors to take a seat at the table.
The responsibilities of the head waiter include:
manage waiter foremen, draw up a schedule for waiters and other workers to go to work, and monitor its implementation; distributes separate sections of the hall between teams and waiter teams and assigns a certain number of tables to them for serving, ensures a clear connection between production and trading floor; monitors the correct dispensing of ready-made dishes and their presentation; At the end of the day, he checks the register compiled by the waiter, which indicates the numbers and amounts of the bills, and endorses this register for transfer to the cashier.
The head waiter has the right, if the waiters violate the rules of service, not to allow them to work or to remove them from work, informing the restaurant director about this.
If the finished dish is served or prepared incorrectly, return it to production, and demand a replacement also if the visitor did not like the ordered dish, side dish or sauce.
The head waiter should know:
· all resolutions, regulations, orders, other governing and regulations higher and other authorities relating to the organization Catering.
head waiter menu bar drink
- · Rules for the production and sale of public catering products (services). Organization of production and management of a public catering enterprise, tasks and functions of its divisions.
- · Rules and methods for organizing the process of serving visitors.
- · Range of services sold.
- · Economics of public catering.
- · Pricing procedure.
- · Principles of planning and design of premises, shop windows, advertising organization.
- · Fundamentals of aesthetics, ethics, psychology and customer service.
- · Rights and obligations of enterprise employees and their work schedule.
- · Organization of payment and labor incentives.
- · Internal labor regulations.
The head waiter provides efficient and cultural service to restaurant visitors and creates comfortable conditions for them.
Consults visitors on the provision of services, ensures that they are familiar with the range of available dishes and drinks.
Exercises control over the rational design of the hall, bar counters, and shop windows. Ensures cleanliness and order in the room. Controls the reception of orders by waiters from visitors. Checks issued invoices and makes settlements with visitors. Takes measures to prevent and eliminate conflict situations. Considers complaints related to unsatisfactory service to visitors and takes appropriate organizational and technical measures. Accepts orders and develops plans for holding and servicing anniversary celebrations, weddings, and banquets. Monitors compliance by employees of the organization with labor and production discipline, rules and regulations of labor protection, safety precautions, industrial sanitation and hygiene requirements. Informs the organization's management about existing shortcomings in serving visitors and takes measures to eliminate them. Monitors employees' compliance with the instructions of the organization's management. Performs individual official assignments from his immediate superior.
· The head waiter has the right to:
Get acquainted with the draft decisions of the enterprise management concerning its activities.
Submit proposals for improvement of work related to the provided for management consideration this instruction responsibilities.
Within your competence, inform the restaurant director about all identified during the implementation process job responsibilities shortcomings in the activities of the enterprise (its structural divisions) and make proposals for their elimination. Involve specialists from all (individual) structural divisions in solving the tasks assigned to him (if this is provided for by the regulations on structural divisions, if not, then with the permission of management).
· The head waiter of the hall is responsible for:
For improper performance or failure to fulfill one’s official duties as provided for in the job description. For offenses committed in the course of carrying out their activities. For causing material damage. In his work, the head waiter reports to the restaurant director and carries out all his instructions related to serving restaurant visitors.
Range of services offered. . Marketing Basics. . Economics of public catering. . Pricing procedure. . Principles of planning and design of premises, shop windows, advertising organization. . Fundamentals of aesthetics, ethics, psychology and customer service. . Advanced domestic and Foreign experience organizing catering and serving visitors. . Rights and obligations of enterprise employees and their work schedule. . Organization of payment and labor incentives. . Labor legislation. . Internal labor regulations. . Labor protection rules and regulations. . The hall administrator reports to the cafe director; . During the absence of the hall administrator (vacation, illness, etc.), his duties are performed by a person appointed by order of the director of the organization. This person acquires the corresponding rights and is responsible for the proper performance of the duties assigned to him.
Job description of the hall administrator (head waiter)
Studying the job responsibilities of the administrator (head waiter) The hall administrator (head waiter) belongs to the category of specialists. Appointment to the position of hall administrator and dismissal from it are made by order of the director of the enterprise upon the recommendation of the director of the cafe.
The hall administrator, being the organizer of all work in the hall, is guided in his activities job description, approved by the director of the enterprise. The hall administrator must know: 1. Resolutions, instructions, orders, other governing and regulatory documents of higher and other bodies relating to the organization of public catering.
. Rules for the production and sale of public catering products (services). . Organization of production and management of a public catering enterprise, tasks and functions of its divisions.
. Rules and methods for organizing the process of serving visitors. .
Responsibilities of the head waiter (administrator) of a restaurant, cafe, bar
Russian Federation; - for offenses committed in the course of their activities - in the manner established by the current administrative, criminal and civil legislation of the Russian Federation; - for causing damage to an institution (organization) - in the manner established by the current labor legislation Russian Federation. 5.2. . 6. Final provisions 6.1. This job description has been developed on the basis of the qualification characteristics of the profession “Administrator” (Qualification reference book for the positions of managers, specialists and other employees, approved by Resolution of the Ministry of Labor of Russia dated August 21, 1998 N 37) taking into account GOSTR 50935-2007 “Public catering services.
Personnel requirements". (details of other acts and documents) 6.2. The employee is familiarized with this instruction upon hiring (before signing employment contract).
Job description of a restaurant administrator (head waiter)
Attention
Accepts orders and develops plans for holding and servicing anniversary celebrations, weddings, and banquets. . Monitors compliance by employees of the organization with labor and production discipline, rules and regulations of labor protection, safety precautions, industrial sanitation and hygiene requirements.
.
Info
Informs the organization's management about existing shortcomings in serving visitors and takes measures to eliminate them. . Monitors employees' compliance with the instructions of the organization's management.
. Performs individual official assignments from his immediate superior. . Supervises the work of waiters, bartenders, and cleaners retail premises, dishwashers, service worker, bread cutter. . Arranges waiters at work stations, determines work areas for units, draws up work schedules, and keeps records of waiters' working hours. .
Job Descriptions
You can download the job description for the hall administrator (head waiter) for free. Job responsibilities of the hall administrator (head waiter) I approve (Last name, initials) (name of the organization, its organizational - legal form) (director; other person authorized to approve the job description) 00.00.201_g.
m.p. JOB DESCRIPTION OF THE HALL ADMINISTRATOR (MAITRE D'HOTEL) (name of establishment) 00.00.201_g. №00 1. General provisions 1.1. This job description defines the rights, duties and responsibilities of the hall administrator (head waiter) (hereinafter referred to as the “enterprise”).
Name of institution 1.2. A person with secondary vocational education (there are no requirements for work experience) or primary vocational education and work experience in the specialty of at least 2 years is accepted for the position of hall administrator.
Duplication of job responsibilities of the hall administrator (head waiter)
Monitors employees' compliance with the instructions of the enterprise management. 2.13. Performs individual official assignments from his immediate superior.
2.14. . 3. Rights The hall administrator has the right: 3.1. Get acquainted with the draft decisions of the enterprise management concerning its activities. 3.2. Submit proposals for improvement of work related to the responsibilities provided for in these instructions for consideration by management. 3.3. Within your competence, report (to the director of the restaurant; other official) about all shortcomings identified in the performance of official duties in the activities of the enterprise (its structural divisions) and make proposals for their elimination. 3.4.
Job description of the head waiter (hall administrator)
Approximate form APPROVED (initials, surname) (name of the organization, enterprise, etc., its organizational (director or other legal form) official authorized to approve the job description) » » 20 m.p. Job description hall administrator (head waiter) (name of organization, enterprise, etc.) » » 20
N This job description has been developed and approved on the basis of an employment contract with (name of the position of the person for whom and in accordance with this job description) provisions Labor Code Russian Federation and other regulations governing labor relations In Russian federation. 1. General provisions 1.1. The hall administrator (head waiter) belongs to the category of specialists.
Hall administrator (head waiter)
Ensures cleanliness and order in the room. 2.5. Controls the reception of orders by waiters from visitors. 2.6. Checks issued invoices and makes settlements with visitors.
2.7. Takes measures to prevent and eliminate conflict situations. 2.8. Considers complaints related to unsatisfactory service to visitors and takes appropriate organizational and technical measures. 2.9.
Accepts orders and develops plans for holding and servicing anniversary celebrations, weddings, and banquets. 2.10. Monitors compliance by enterprise employees with labor and production discipline, rules and regulations of labor protection, safety precautions, industrial sanitation and hygiene requirements.
2.11. Informs the management of the enterprise about existing shortcomings in serving visitors, and takes measures to eliminate these shortcomings. 2.12.
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Management of service personnel (waiters, bartenders, sommeliers, baristas), supervision of their work. 2.4. Resolving conflicts with visitors. 3. Job responsibilities The head waiter performs the following duties: 3.1. Ensures that the menu (type of catering establishment) contains price lists, permits, licenses, certificates and other documents. 3.2.Organizes the preparation of the hall, carrying out work on decorating the hall, bar counters, display cases and other equipment, and setting tables. 3.3. Ensures compliance with the work schedule, cleanliness and order in the hall. (type of catering establishment) 3.4. Determines the procedure for meeting visitors, escorting them to tables (seats) in the hall, establishing professional subordination among subordinate employees. 3.5.
Head waiter (hall administrator) (name of organization) I APPROVED JOB DESCRIPTION (position name) 00.00.0000N 000 (signature)(initials, surname) 00.00.0000 (head waiter/hall administrator) 1.1. (hereinafter referred to as head waiter) (head waiter/hall administrator) belongs to the category of specialists. 1.2. A person with a higher education degree is accepted for the position of head waiter. professional education and work experience leadership positions in the public catering system for at least years or secondary vocational education and work experience in management positions in the public catering system for at least years.
Job descriptions of head waiter, sales floor administrator
Standard sample APPROVED (initials, surname) (name of the organization, enterprise, etc., its organizational (director or other legal form) official authorized to approve the job description) » » 20 m.p. Job description of the hall administrator (head waiter) (name of organization, enterprise, etc.) » » 20
N This job description has been developed and approved on the basis of an employment contract with (name of the position of the person for whom and in accordance with this job description) the provisions of the Labor Code of the Russian Federation and other regulations governing labor relations in the Russian Federation. 1. General provisions 1.1. The hall administrator (maitre d') belongs to the category of specialists.
Job description of head waiter
1. General Provisions
1. This job description defines the job duties, rights and responsibilities of the head waiter.
2. A person with a higher professional education (in the specialty of management) or a higher professional education and additional training in the field of management, work experience in the specialty for at least 2 years.
3. The head waiter must know the basic legislative and regulatory documents regulating the production, economic and financial and economic activities of public catering enterprises; goals, objectives, structure of the restaurant; principles of organizing visitor services; basics of cooking technology; fundamentals of management and its main functions (planning, organization, motivation and control); regulatory, methodological and technological documentation for the specialty; technology for preparing the restaurant hall for work; image direction of the restaurant; in-house service standards; protocol and etiquette; sales psychology; methods for monitoring the quality of guest service; methods for studying consumer preferences of visitors; methods of dealing with customer complaints and wishes; methods of working with the public and funds mass media; basics of conflictology; assortment and quality requirements for dishes and culinary products; basics of rational and dietary nutrition; order of menu creation; rules and terms of storage of prepared dishes and products; types of used technological equipment, work principles, specifications, terms of Use; marketing basics; basics of logistics; basics of sanitation and hygiene, current sanitary rules and hygienic standards in relation to professional activity; the state and main trends in the development of the restaurant services market; basics accounting, financial management, taxation, pricing; production capacity and human resources of the enterprise; the procedure for concluding and executing economic and financial contracts; best practices in the restaurant industry; basics of quality management of products and services provided; labor legislation; basics scientific organization labor; reporting forms and internal documentation; rules for processing documents and the basics of office work; internal labor regulations.
4. The head waiter is appointed to the position and dismissed from the position by order of the head of the enterprise in accordance with current legislation Russian Federation.
5. The head waiter is directly subordinate to the head of the enterprise, or his deputy, or the manager structural unit.
2. Job responsibilities
Organization of the work of the restaurant hall (organization of interaction with all structural divisions of the restaurant; organization of the work of service personnel; planning and control of the working hours of employees; planning and control of the necessary supply of restaurant linen, dishes, appliances and accessories; control of preparation for work of the restaurant hall and utility rooms; compliance sanitary rules and hygienic standards, labor protection and fire safety rules; inventory of table linen, dishes and cutlery; instructing service personnel at the workplace; preparation of documentation and maintenance of relevant office work). Organization of meeting and greeting of guests (development of procedures for meeting, seating and farewelling visitors; monitoring staff communication with guests; consultation and assistance in choosing food and drinks; creating comfortable conditions for visitors). Control of the quality of service to visitors in the restaurant hall (control of the procedure for greeting guests, offering menus, receiving and fulfilling orders, serving guests, preparing invoices and accepting payments; control of banquets, table cleaning; compliance with protocol and etiquette; preventing conflict situations). Working with restaurant visitors (forming a positive image of the restaurant among visitors; creating a pleasant and friendly atmosphere; studying the consumer preferences of restaurant visitors; preparing proposals and their implementation to improve customer service; establishing and expanding relations with the public and the media; recording and analyzing complaints, complaints and wishes of visitors; elimination of shortcomings in the work of the restaurant; compliance with the rules of protocol and etiquette). Drawing up a list of wines and drinks. Selecting restaurant accessories and other products from suppliers based on available information and data marketing research. Sales management in the restaurant hall (monitoring the availability of necessary inventory for stable operation of the restaurant hall; control and analysis of sales of food and drinks in the restaurant hall; determination of consumer preferences and rating of the most popular dishes and drinks; training staff on the correct combination of dishes and drinks). Working with staff and assessing their performance (selection and placement of restaurant hall staff; distribution of responsibilities and delegation of authority; drawing up work schedules for restaurant hall staff; promotion work motivation personnel based on the use of socio-psychological management methods and material incentives; development organizational culture and improvement work ethics; solving socio-psychological conflicts and problems). Carrying out professional trainings in the workplace (planning and organizing professional training, assessing their effectiveness). Introduction of progressive methods of work organization. Study and analysis competitive environment and consumer preferences.3. Rights
The head waiter has the right:
1. give orders that are mandatory for execution by employees subordinate to him;
2. participate in the selection and placement of personnel for their activities;
3. make proposals to management for encouraging and imposing penalties on employees of the enterprise in their activities;
4. make proposals for the development and improvement of the enterprise’s activities;
5. request from management, receive and use information materials and regulatory documents necessary for the performance of their official duties;
6. take part in meetings at which issues related to his work are discussed;
7. undergo certification in the prescribed manner with the right to receive the appropriate qualification category;
8. improve your skills.
The head waiter enjoys all labor rights in accordance with the Labor Code of the Russian Federation.
4. Responsibility
The head waiter is responsible for:
17. implementation of official duties assigned to him;
18. organization of its work, timely and qualified execution of orders, instructions and instructions from senior management, regulations on its activities;
19. rational and efficient use material, financial and human resources;
20. following the rules internal regulations, sanitary and anti-epidemic regime, fire safety and safety precautions;
21. maintaining documentation required by job responsibilities;
22. provision of statistical and other information on its activities in the prescribed manner;
23. compliance labor discipline and performance of official duties by employees subordinate to him;
24. readiness to work in emergency situations.
For violation of regulations, the head waiter may be subject to disciplinary, material, administrative and criminal liability in accordance with current legislation, depending on the severity of the offense.
42.6
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Reference
Initially, the term “maître d'hôtel” (from the French maître d'hôtel - hotel owner) was used in France to refer to the owners of inns at postal stations. Passers-by did not stay here for long, but only stopped to rest and have lunch. The head waiter received them. He seated the visitors in the dining room at the common table, took their orders and passed them on to the servants in the kitchen, and the head waiter showed special care to the noble guests: he served them personally and recommended wine.
Nowadays, a head waiter is the manager of a restaurant or cafe, often attached to a hotel. He manages a team of waiters and sometimes security.
Description of activity
During the entire working day, the head waiter is located in the restaurant hall. He meets visitors at the entrance to the restaurant and helps them get seated in the hall. With his behavior and attitude towards guests, he creates for them good mood, provides a pleasant atmosphere and reputation for the establishment. The head waiter is very familiar with the menu and wine list of his restaurant or cafe, so he can recommend a dish or brand of wine to visitors. He must know the technology of preparing dishes and the order in which they are served. To adequately receive foreign visitors, this employee must be proficient foreign language(English) and take into account their national characteristics and eating habits. The head waiter not only organizes meals for visitors directly in the restaurant, but also in hotel rooms, and also holds festive receptions and banquets.
Head waiters usually work in shifts. For example, from 7.00 to 16.00 or from 15.00 to midnight. There are also night shifts. You have to work on weekends and holidays.
There is often a uniform provided for the head waiter. It must be spotless, shoes must be polished. The employee's first and last name is clearly written on the badge.
Wage
average for Russia:Moscow average:average for St. Petersburg:
Job responsibilities
Before opening the restaurant, the head waiter must instruct the waiters on the work procedure for the coming day and their readiness for work.
The main responsibility of the head waiter is to provide efficient and courteous customer service. He greets restaurant visitors, helps them choose seats, advises them on menu issues and entrusts further service to the waiters. Throughout the day, the head waiter monitors the cleanliness of the rooms, table setting, and the design of display cases and bar counters.
He must carefully monitor that employees perform their duties efficiently and maintain discipline. The head waiter considers customer complaints and takes measures to prevent and resolve conflicts.
In addition, he must check issued checks and payments made to visitors.
The head waiter accepts orders for festive events and banquets in the restaurant and develops a plan for their implementation.
At the end of his shift, the head waiter must ensure that the rooms are cleaned and that the waiters hand over the proceeds to the cash register. In a special journal, he writes down instructions from his superiors for the head waiter of the next shift.
The responsibilities of the head waiter also include working to improve the qualifications of staff and conducting training sessions with new employees.
Features of career growth
Career advancement as a head waiter is possible after receiving additional education. Large hotels and restaurants have senior head waiter positions. There is an opportunity to rise to the rank of restaurant director.
Employee characteristics
Head waiter must do everything to ensure that guests have a positive impression of the restaurant. Therefore, first of all, he must be neatly dressed, combed, and smell pleasant. Female head waiters should not wear too much jewelry.
Among the restaurant's visitors there may be some who are overly demanding and picky. The head waiter must find an approach to anyone, so he must be able to understand people at first sight, be attentive, polite and charming. He needs to be not only professionally literate, but also a culturally enlightened, erudite person.
Since the head waiter controls all the work of the staff, he will need organizational skills, quick response to non-standard situations, and experience in other positions in the restaurant business will also be helpful.
The head waiter must have a good memory in order to easily answer the visitor's questions about the menu, composition of dishes and their prices. He also needs to have good physical endurance, because he spends the entire shift on his feet.
I APPROVED
___________________________________ (initials, surname)
(name of organization, pre- ________________________
acceptance, etc., its organizational (director or other official)
legal form) official person, authorized
what must be asserted
nal instructions)
» » ____________ 20__
Job description
hall administrator (head waiter)
______________________________________________
(name of organization, enterprise, etc.)
» » ______________ 20__ N_________
This job description was developed and approved by
based on an employment contract with __________________________________________
(name of the position of the person for whom
______________________________________________________________ and in accordance with
this job description has been compiled)
provisions of the Labor Code of the Russian Federation and other regulatory
acts regulating labor relations in the Russian Federation.
1. General Provisions
1.1. The hall administrator (head waiter) belongs to the category
specialists.
1.2. A person who has
secondary vocational education, without requirements for experience
work, or initial vocational education and work experience
specialty for at least 2 years.
1.3. Appointment to the position of hall administrator and dismissal from
it is carried out by order of the head of the enterprise upon presentation
________________________________________________________________________.
(restaurant director; other official)
1.4. The hall administrator must know:
- resolutions, instructions, orders, other governing and
regulatory documents of higher and other bodies concerning
catering establishments;
— rules for the production and sale of public products (services)
nutrition;
— organization of production and management of a public enterprise
nutrition, tasks and functions of its units;
— rules and methods for organizing the process of serving visitors;
— range of services sold;
— basics of marketing;
— economics of public catering;
— principles of planning and design of premises, shop windows, organization
advertising;
- basics of aesthetics, ethics and psychology, order and rules
visitor services;
— rights and obligations of enterprise employees and their work schedule;
— advanced domestic and foreign experience of the organization
catering and visitor services;
— organization of payment and labor incentives;
— labor legislation;
— internal labor regulations;
— rules and regulations of labor protection;
— _________________________________________________________________.
1.5. In his practical activities hall administrator
is guided by the company’s charter, this job description and
reports directly to _____________________________________________________.
(restaurant director; other official)
1.6. During the absence of the hall administrator (vacation, illness, etc.)
his duties are performed by a person appointed by order of the manager
enterprises. This person acquires the corresponding rights and bears
responsibility for the proper execution of the duties assigned to him
responsibilities.
1.7. ______________________________________________________________.
2. Job responsibilities
Hall administrator:
2.1. Ensures efficient and cultured service work
restaurant visitors, creating comfortable conditions for them.
2.2. Monitors the provision of services to visitors,
ensures their familiarization with the range of available dishes and
drinks.
2.3. Monitors the rational design of the hall, bar
racks, display cases, etc.
2.4. Ensures cleanliness and order in the room.
2.5. Controls the reception of orders by waiters from visitors.
2.6. Verifies issued invoices and makes settlements
with visitors.
2.7. Takes measures to prevent and eliminate conflicts
situations.
2.8. Handles complaints related to unsatisfactory
serving visitors, and conducts appropriate
organizational and technical measures.
2.9. Accepts orders and develops plans for carrying out and
servicing anniversary celebrations, weddings, banquets.
2.10. Monitors compliance by employees of the enterprise with labor and
production discipline, rules and regulations of labor protection, equipment
safety, industrial sanitation and hygiene requirements.
2.11. Informs the management of the enterprise about existing shortcomings in
service to visitors, takes measures to eliminate these shortcomings.
2.12. Monitors employees' compliance with instructions
management of the enterprise.
2.13. Performs individual official assignments of his
immediate supervisor.
2.14. _____________________________________________________________.
3. Rights
The hall administrator has the right:
3.1. Get acquainted with the draft decisions of the enterprise management,
relating to his activities.
3.2. Submit proposals for management's consideration
improvement of work related to the responsibilities provided for
this instruction.
3.3. Within your competence, inform _________________________
(restaurant director; other
official)
about all identified during the performance of official duties
shortcomings in the activities of the enterprise (its structural divisions) and
make proposals to eliminate them.
3.4. Involve specialists from all (separate) structural
divisions of the enterprise to solve the tasks assigned to it (if this
provided for by the provisions on structural divisions, if not - with
management permission).
3.5. Require the management of the enterprise to provide assistance in
performance of their official duties and rights.
3.6. ______________________________________________________________.
4. Responsibility
The hall administrator is responsible for:
4.1. For improper performance or failure to fulfill their duties
duties provided for in this job description, in
within the limits determined by the labor legislation of the Russian Federation.
4.2. For offenses committed in the course of exercising their
activities - within the limits determined by administrative, criminal and
civil legislation of the Russian Federation.
4.3. For causing material damage - within the limits specified
labor and civil legislation of the Russian Federation.
The job description was developed in accordance with ________________
(Name,
_____________________________.
document number and date)
Head of structural unit (initials, surname)
_________________________
(signature)
» » _____________ 20__
(initials, surname)
_____________________________
(signature)
» » ________________ 20__
I have read the instructions: (initials, surname)
_________________________
(signature)
» » _____________20__
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