餐厅前厅经理岗位职责及工作流程.docx
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餐厅前厅经理岗位职责及工作流程
餐厅前厅经理岗位职责及工作流程
前厅经理肩负着服务员的培训、顾客服务接待的协调、顾客投诉的处理及菜品推销等工作。
一个优秀的前厅经理,可以成倍的提升顾客满意度及顾客回头率。
而作为前厅经理的职责是什么,各时段的工作重点是什么,该如何开展工作呢,
岗位前厅经理所属部门服务部汇报对象直营店经理所管下属服务部人员关联部门、岗位厨务主管、库管、收银员、培训助理
第一条积极贯彻执行公司管理制度,并督导下属认真执行;
第二条营业时间坚持在餐厅巡查,热情待客,妥善处理客人的抱怨及突发事件,发
现和纠正服务中出现的问题,提高顾客满意度;
第三条开餐前检查本部门卫生、餐前准备及各岗位人员到岗与工作状态情况;保证
营运的顺利进行;
第四条做好新员工的接待和部门员工的培训工作,对下属热情帮助、耐心指导;
第五条负责服务部的工作安排,分配各领班责任区域,负责服务部员工考勤,做好
服务部员工的排班休假、交接班的安排,使人力资源合理化,确保服务部
正常运转;
第六条每月底在领班的协助下,负责做好月底餐具盘点工作,实施报损成本控制,岗
位合理使用餐具;责
任第七条组织召开服务部每天班前会,激励员工,强调注意事项,同时了解员工思想制
动态,让员工保持充分的激情工作;
第八条随时检查服务部人员的仪容、仪表,按公司员工形象指南严格要求,维护企
业对外形象;
第九条处理当天领班日志中提出的问题为客人提供高质量的服务,并督导下属推销
工作,以期达到公司要求目标;
第十条做好服务部当天工作情况、交接班记录,包括客人抱怨或建议、特殊状况等记
录,并向经理汇报;
第十一条经营结束时检查餐厅卫生、收拾是否符合要求,餐厅内一切电源、电器、
气阀是否已关闭,合格后方能下班;
第十二条每月组织召开服务部员工茶话会,及时解答员工提出的问题。
greenspacetodrainthat:
(1),todraintheslopesmeetthedesignrequirements,pipeelevationdeviationshallnotexceed?
10MM.
(2),pipeconnectionsrequiresocketorconfinementoftheinterfacesshouldbestraight,ring-shapedgapshouldbeuniform.Grayshouldbedense,full,withinterfacesurfacesshouldbesmooth,uninterruptedandcracksandhollowingphenomenon.(3),drainagepipelinedepthshouldaccordingtowaterwellsandlinkingtheslopeofthepipeandtheexternalloadsidentified,overburdendepthnotlessthan30CM.Cwhenusingexternaldrainage,greenwater,openditchnearthebottomshallbenotlessthanthehighwaterlevelofwater.Second,ensuregoodmaintenancemanagementoforganizationalmeasures1,organizationalmeasuresandtechnicalmeasures
(1)theOrganizationestablishingon-sitemanagementoftheguaranteesystem,establishedbasedonthemaintenanceleadmaintenancequalitymanagementassurancesystem,implementationofprojectqualitymanagementbyobjective.Accordingtothecharacteristicsofthisconservationproject,clearcriteriafordepartmentsworkingduties,forminganeffectivequalityassurancesystem.
(2)theestablishmentofacompletesystemofqualityinspectionandsupervisiontoensure:
groupself-inspection,mutual,headofreinspection,leadcheckandunitleadership,partyastaffreview.2,technicalmeasures
(1)watering?
watershouldbesetdependingontheweatherconditions,onsunnydays,flowersandwateringintheafternooneveryday,woodyplantswateredonceaday.?
tocleanthetreeeasylineofwatertopeople,sopayattentiontopedestriansbeforeopeningwatercannondynamic,opentoshortdistancewhenspraying(beckonedpassers-by),inprincipleeverytimethegrasssprayed10minutes,sprayingthroughouttheremaining20minutes.
(2)spray?
spraysinthiscontext,refersto
第一条热爱“**饮食”餐饮事业,具有高度的责任心;
第二条熟悉前堂工作程序、工作职责和工作制度;
职第三条能熟练向客人介绍“**饮食”火锅的特色;业
素第四条有流畅的语言表达能力和较好的交际能力,能与客人保持良好沟通;质
标第五条有较强的理解和应变能力,善于处理客人实际问题;
准
第六条有一定的管理能力和组织能力,能带领组员一道做好服务工作,使客人满意;
第七条了解餐饮业相关法律法规,能够督导服务员按服务标准进行工作。
学历专业要求中专(高中)以上学历,或有丰富的工作经验
一年以上餐饮服务相关经验,具有丰富的酒店、餐饮服务知识,
知识经验
消防安全知识,设备操作原理及规程,酒水知识;任
职年龄性别要求性别不限,年龄20—35岁
条
件具有较强的组织领导能力、沟通能力、语言表达能力、应变能力
能力技能要求
和娴熟的服务技能
五官端正,气质好,男身高在170CM以上,女身高在158CM以上其它特殊要求
greenspacetodrainthat:
(1),todraintheslopesmeetthedesignrequirements,pipeelevationdeviationshallnotexceed?
10MM.
(2),pipeconnectionsrequiresocketorconfinementoftheinterfacesshouldbestraight,ring-shapedgapshouldbeuniform.Grayshouldbedense,full,withinterfacesurfacesshouldbesmooth,uninterruptedandcracksandhollowingphenomenon.(3),drainagepipelinedepthshouldaccordingtowaterwellsandlinkingtheslopeofthepipeandtheexternalloadsidentified,overburdendepthnotlessthan30CM.Cwhenusingexternaldrainage,greenwater,openditchnearthebottomshallbenotlessthanthehighwaterlevelofwater.Second,ensuregoodmaintenancemanagementoforganizationalmeasures1,organizationalmeasuresandtechnicalmeasures
(1)theOrganizationestablishingon-sitemanagementoftheguaranteesystem,establishedbasedonthemaintenanceleadmaintenancequalitymanagementassurancesystem,implementationofprojectqualitymanagementbyobjective.Accordingtothecharacteristicsofthisconservationproject,clearcriteriafordepartmentsworkingduties,forminganeffectivequalityassurancesystem.
(2)theestablishmentofacompletesystemofqualityinspectionandsupervisiontoensure:
groupself-inspection,mutual,headofreinspection,leadcheckandunitleadership,partyastaffreview.2,technicalmeasures
(1)watering?
watershouldbesetdependingontheweatherconditions,onsunnydays,flowersandwateringintheafternooneveryday,woodyplantswateredonceaday.?
tocleanthetreeeasylineofwatertopeople,sopayattentiontopedestriansbeforeopeningwatercannondynamic,opentoshortdistancewhenspraying(beckonedpassers-by),inprincipleeverytimethegrasssprayed10minutes,sprayingthroughouttheremaining20minutes.
(2)spray?
spraysinthiscontext,refersto
二(各班次工作流程
A:
早班(前厅经理1)(9:
30—14:
00第二轮;16:
50—22:
00第二轮)时间工作安排
1(整理好仪容仪表,向所有员工问好,迎接员工上班。
09:
10-09:
302(检查夜班、中班的卫生与收捡工作,看交接班本,有问题记录;
3(给领班早会走向,明确内容,吃早餐;
1(查看早班员工上班情况与精神面貌;
09:
30-10:
502(组织早班领班开好服务部早会,检查服务员仪容仪表;
3(整理当天的工作安排,跟进早班的工作情况。
1(做服务全面卫生检查,不合要求重做;
10:
50-10:
302(检查茶师的工作,抽查八宝茶的质量;
3(检查公共区域与洗手间的卫生,
1(检查服务部各岗位工作人员的到岗情况与站立情况;
2(必须站在第一线,巡视服务部的运作情况,密切注意顾客用餐情况;
3(妥善处理顾客投诉,并及时向上级汇报;
4(密切注意各种菜品的上菜速度、菜品质量、摆盘、锅底出品速度,发现问题,
及时与厨务主管沟通;
11:
30-14:
00
5(与客人做简短沟通,了解客人用餐信息,及时与厨务主管进行沟通;
6(不断巡视各区域服务情况,做好现场协调工作与服务员服务的指导工作
7(不定时抽查公共场所与洗手间的卫生;
8(检查早班服务员下班前的收捡与卫生及工作情况;
9(与中班领导做好交接班工作。
1(召开领班小组会,给领班工作定向,明确内容;
16:
30-16:
50
2(听取各班组领班的工作总结;
1(集体班前会和服务部的班前会,不能开空口无准备会议;16:
50-17:
10
2(表扬部门积极分子,好人好事。
多鼓励,少批评;控制好班前会的时间。
1(抽查中班卫生情况,检查各区域人员到岗情况,加入餐前准备工作中;
2(抽查各区域的餐前准备,摆台的规范性、备用家私的配备情况、物品摆放的规17:
10-22:
00范性、餐具的清洁度、企业文化的摆放与配制情况、餐厅音乐、室内温度、光
线、窗帘的统一挂放、绿色植物的维护与规范摆放等;
3(检查各区域的订位准备情况;
greenspacetodrainthat:
(1),todraintheslopesmeetthedesignrequirements,pipeelevationdeviationshallnotexceed?
10MM.
(2),pipeconnectionsrequiresocketorconfinementoftheinterfacesshouldbestraight,ring-shapedgapshouldbeuniform.Grayshouldbedense,full,withinterfacesurfacesshouldbesmooth,uninterruptedandcracksandhollowingphenomenon.(3),drainagepipelinedepthshouldaccordingtowaterwellsandlinkingtheslopeofthepipeandtheexternalloadsidentified,overburdendepthnotlessthan30CM.Cwhenusingexternaldrainage,greenwater,openditchnearthebottomshallbenotlessthanthehighwaterlevelofwater.Second,ensuregoodmaintenancemanagementoforganizationalmeasures1,organizationalmeasuresandtechnicalmeasures
(1)theOrganizationestablishingon-sitemanagementoftheguaranteesystem,establishedbasedonthemaintenanceleadmaintenancequalitymanagementassurancesystem,implementationofprojectqualitymanagementbyobjective.Accordingtothecharacteristicsofthisconservationproject,clearcriteriafordepartmentsworkingduties,forminganeffectivequalityassurancesystem.
(2)theestablishmentofacompletesystemofqualityinspectionandsupervisiontoensure:
groupself-inspection,mutual,headofreinspection,leadcheckandunitleadership,partyastaffreview.2,technicalmeasures
(1)watering?
watershouldbesetdependingontheweatherconditions,onsunnydays,flowersandwateringintheafternooneveryday,woodyplantswateredonceaday.?
tocleanthetreeeasylineofwatertopeople,sopayattentiontopedestriansbeforeopeningwatercannondynamic,opentoshortdistancewhenspraying(beckonedpassers-by),inprincipleeverytimethegrasssprayed10minutes,sprayingthroughouttheremaining20minutes.
(2)spray?
spraysinthiscontext,refersto
4(必须站在第一线,巡视服务部的运作情况,密切注意顾客用餐情况;5(妥善处理顾客投诉,并及时向上级汇报;
6(密切注意各种菜品的上菜速度、菜品质量、摆盘、锅底出品速度,发现问题,
及时与厨务主管沟通;
7(与客人做简短沟通,了解客人用餐信息,及时与厨务主管沟通;8(不断巡视各区域服务情况,做好现场协调工作与服务员服务的指导工作,发现
问题及时记录,必要时立即纠正;
9(不定时抽查公共场所与洗手间的卫生;
10(关注交接班工作安排与人员工作情况,不能出现无人服务区;11(检查早班服务员下班前的收捡与卫生及工作情况;
12(与夜班领导做好交接班工作。
1(与员工一起就餐,了解员工当天工作状况;
22:
00后2(整理当天工作笔记,制定明天的工作计划;
2(检查服务部各岗位工作后,打卡下班;
greenspacetodrainthat:
(1),todraintheslopesmeetthedesignrequirements,pipeelevationdeviationshallnotexceed?
10MM.
(2),pipeconnectionsrequiresocketorconfinementoftheinterfacesshouldbestraight,ring-shapedgapshouldbeuniform.Grayshouldbedense,full,withinterfacesurfacesshouldbesmooth,uninterruptedandcracksandhollowingphenomenon.(3),drainagepipelinedepthshouldaccordingtowaterwellsandlinkingtheslopeofthepipeandtheexternalloadsidentified,overburdendepthnotlessthan30CM.Cwhenusingexternaldrainage,greenwater,openditchnearthebottomshallbenotlessthanthehighwaterlevelofwater.Second,ensuregoodmaintenancemanagementoforganizationalmeasures1,organizationalmeasuresandtechnicalmeasures
(1)theOrganizationestablishingon-sitemanagementoftheguaranteesystem,establishedbasedonthemaintenanceleadmaintenancequalitymanagementassurancesystem,implementationofprojectqualitymanagementbyobjective.Accordingtothecharacteristicsofthisconservationproject,clearcriteriafordepartmentsworkingduties,forminganeffectivequalityassurancesystem.
(2)theestablishmentofacompletesystemofqualityinspectionandsupervisiontoensure:
groupself-inspection,mutual,headofreinspection,leadcheckandunitleadership,partyastaffreview.2,technicalmeasures
(1)watering?
watershouldbesetdependingontheweatherconditions,onsunnydays,flowersandwateringintheafternooneveryday,woodyplantswateredonceaday.?
tocleanthetreeeasylineofwatertopeople,sopayattentiontopedestriansbeforeopeningwatercannondynamic,opentoshortdistancewhenspraying(beckonedpassers-by),inpri