Personnel management in the restaurant business. Management in entrepreneurial activity. Course Completion Document

Management of the restaurant business is quite complicated, as it includes many different areas. The restaurateur (the manager of the restaurant business) should be a creative person, able to attract and interest people. Therefore, it is no coincidence that many restaurateurs call their establishments theaters, and themselves - directors.

Restaurant business in our country arose only two decades ago. After perestroika, private restaurants began to appear, and restaurateurs had to be pioneers in their field, learning everything from their own experience.

Today, the management of the restaurant business is simpler in terms of the availability of already developed and tested schemes for this activity. However, the restaurant business is complicated by the fact that there are a huge number of competitors in this market. Thus, there is a serious war for a place in the sun and for every potential client. Many people manage to start a restaurant business, but making it work, making it really profitable - for many, the task is not feasible. It all depends on the professionalism and even the talent of the restaurateur. In addition, in modern conditions, the automation system of the restaurant business will not interfere.

Analyzing the career path of the world's most famous restaurateurs, you can see two development options:

The businessman already has start-up capital, and the restaurant business is a good investment. In addition, it is also fashionable to have a restaurant.
When a person slowly but stubbornly moves up the career ladder: first he comes to work as a waiter, then he becomes a manager, administrator, and then manager. It often happens that subsequently the manager becomes a co-owner of the restaurant business.

Sometimes it seems that managing a restaurant business is to receive a guest, feed him and give him a drink. However, according to statistics, only a third of all opening restaurants become really profitable. Only a professional manager who knows all the intricacies of this difficult business can make a restaurant successful, attractive and prestigious. It is known that a restaurant is not only food, but also the atmosphere, relaxation, and impressions. In order to attract people, you need to come up with a trump card, a twist that can become an argument for visiting your restaurant again and again.

In developed Western countries, universities are engaged in the preparation of restaurateurs. Often, a well-functioning restaurant at the university becomes the training base for future restaurateurs. In our case, the training of restaurant managers is much more complicated, however, now there is enough theoretical material for training, which nevertheless contributes to obtaining initial knowledge of the basics of restaurant business.

So, the restaurant business can be profitable if you take it very seriously, study the materials on the successful conduct of such a business, and also make every effort to ensure that your restaurant is cozy, affordable and attractive.

How to develop a restaurant concept and choose the right location? How to come up with a menu and find staff? On the course "Restaurant Management" experienced teachers will tell you everything that specialists in this field need to know.
The course program has a focus: in the classroom, the difficulties that a novice restaurateur may encounter are examined in detail, and recommendations are given for overcoming difficult situations.
Students of the restaurant business managers training course get acquainted with the types of services, special forms of catering, study the technology of organizing banquets and much more.
Graduates of the course “Restaurant Business Management” receive a certificate of the established standard and can work in the specialties of “restaurant manager”, “production manager”, “restaurant manager”.
The program is designed for 36 academic hours. At the end of the course, students are given a document of an established form. At the request of students who have completed theoretical training in this course, they can purchase a package of services for practical training in public catering establishments in Moscow.

The name of the program:

"Organization and management of restaurant business"

Course Duration:

24 academic hours - classroom lessons for a group of 7-10 people
12 academic hours - classroom lessons for a group of 4-6 people
12 academic hours - classroom lessons for individual education 1-2 people
8 academic hours - for home study

Class schedule:

2 days a week (Tuesday and Thursday) 4 academic hours a day.
3 days a week (Monday, Wednesday, Friday) 4 academic hours a day.
1 day per week (Saturday or Sunday) for 4 or 8 academic hours per day.

EXPRESS Group:

training 4-5 days a week on weekdays in the morning or afternoon.

Floating chart:

Based on your opportunities to visit.

Class time:

morning groups from 9-00 to 12-00 or from 10.00-13.00;
daytime groups from 12-00 to 15-00, from 15-00 to 18-00;
evening groups from 18-00 to 21-00 or 18.30-21.30;
weekend groups: Saturday or Sunday.

The necessary knowledge for the course:

Not lower than basic general education

Course Completion Document:

Certificate | Restaurateur manager

1 academic hour is 45 minutes.

In case the lesson (s) falls on holidays, the lesson is postponed in accordance with the chosen schedule of visits.

Introduction
The unity of the technological complex.
Types of commercial and industrial premises. The connection between them.
The interior of the trading floor.
Used equipment.
Other types of retail premises.
Types of buffets: main, coffee, buffet-bread slicer.
Equipment. Service, washing, tableware.
Professional ethics of service workers.
Requirements for the head waiter.
His skills and psychological characteristics in service.
Professional suitability for work.
Personal hygiene.
Menu planning.
Prices and pricing policy, menu accuracy, qualitative menu analysis.
Purpose and principles of making the menu.
Types of menus (portioned dishes, banquets, special services menu).
Aesthetic and legal requirements for the menu.
Decor. Price-list. Dinnerware, appliances, table linen.
Characteristics of porcelain for intended use and use.
Branded china.
Characteristics of glass and crystal ware. Destination.
The recommendation of wine - vodka products to dishes, products, drinks, fruits.
Assortment of metal and cupronickel ware. Characteristic and purpose.
Rules for the use of dishes. The technique of processing it. Norm of equipment.
Assortment of table linens, used fabrics. The main types and sizes of table linen.
Storage and accounting of tableware, appliances, linen.
Preparation of the sales area for service.
Preliminary sorting of the table for breakfast, lunch, dinner, banquet.
The art of table decoration.
Types of folding napkins: a) for breakfast; b) lunch; c) dinner; d) banquets.
Guest service in the restaurant.
Meeting guests and placing them at the table. Reception of the order, billing rules. Fulfillment of an order.
Table setting according to the order.
Transfer of an order for production. Types of restaurant services.
The main methods of filing: French, English, Russian. Receiving buffet products, the rules for placing it on a tray.
The order of customer service.
Production activities of the restaurant.
Prediction of restaurant sales.
Assortment of cold and hot appetizers, decoration. Technique and methods of serving with the recommendation of wines.
Assortment of first courses, vacation.
Assortment of main courses. Vacation, clearance. Technique and methods of serving (French, English, Russian) with a recommendation of wine.
Features of the preparation of dessert dishes, assortment. Technique and methods of serving with the recommendation of wine.
Rules for serving fruit.
Serving rules and methods for making hot drinks.
Recommendation wine vodka products.
Calculation form with guests.
Cash, non-cash, by credit card.
Special forms of catering.
Organization of services for foreign tourists.
Continental, English breakfast, lunch, “full board”, “half board”, table d'hote, buffet service.
Serving thematic and festive evenings ("Golden Autumn", "Spring Festival", "New Year", etc.).
Tasks and functions of Rome service.
Organization of banquet services.
Banquets receptions.
Banquet reception with full service in the "obnos".
Banquet buffet.
Banquet cocktail.
Banquet meeting (with partial service) wedding, birthday, anniversary.
Banquet tea: characteristics, rules for the preparation and calculation of menus, dishes, the number of tables.
The arrangement of tables. The art of the banquet table. Service. Serving an aperitif.
Bar business.
The history of the appearance of bars, mixed drinks, the words "cocktail" (cock tail).
The main types of bars. Interior, equipment, inventory. Glassware.
Professional ethics of the bartender.
Features of the organization of service at the bar.
requirements for the waiter; bartender, his appearance, uniform.
Classification of mixed drinks.
The technology of preparing mixed drinks.
Basic rules for the preparation of mixed drinks.
Raw materials for the preparation of mixed drinks.
Making mixed drinks. Classification.
Toning and soft drinks.
Their classification: highballs, collins, physis, daisies, cobblers, grog, fixes, coolers, eg-legs, sangari, Toddy, Ricky, mulled wine, slings, juleps, etc. Technology and design.
Classification: punches, punch, mulled wine, eg-legs. Raw materials, cooking technology. Decor.
Cocktails are operational. Cocktails are digestives. Their classification: Sauer, with cream, cordial, layered, smash, flip, oyster, frappe and myst, frosten.
Management structure and functions of the restaurant.
Restaurant manager, job responsibilities.
Work with personnel.
Financial management.
Administrative work.
Marketing management, operational management.
Mass events service department: job duties, service order, banquet service manager.
Rules of documentation.
Offset (interview).

An interactive schedule allows you to find out the date, time and place of classes.

To find out if there are free places in a group, click on the selected group.

Please note that the interactive schedule is common for all areas of study, updated periodically and it is possible to shift the time, start dates and end dates of classes.

To clarify the relevance of the schedule, contact the managers of the center.

Our addresses in Moscow:

Office service and audience at the metro VDNH, Alekseevskaya

Address: Moscow, st. Yaroslavskaya, house 8, building. 5

The center is located in a historic location in the business center, minutes from the metro station and railway. Malenkovskaya platforms Address: Moscow, Novaya Basmannaya St., building 4/6, p. 3 Audiences at the metro station Komsomolskaya, Krasnye VorotaAddress: Moscow, Krasnovorotsky passage, 3, bld. 1 Audiences are located within walking distance from the metro and Yaroslavl, Kazan and Leningrad stations. Audience at the metro Aviamotornaya, Enthusiast HighwayAddress: Moscow, 1 Entuziastov Street, 3 Travel time will be no more than 5 minutes.

Our offices and audiences in the Moscow region:

Service and audience office in Korolev, ul. 50 years of the Komsomol, house 4-G (near the shopping center Megapolis) The office of the training center is 5 minutes from the railway station. the Bolshevo and Podlipki platforms and 100 meters from the public transport stop. In this center, it is convenient for those who live in the cities of Korolev, Yubileiny, Mytishchi, Schelkovo, Pushkino, Ivanteyevka and Sergiev Posad and other nearby settlements. Office of service and audience in Balashikha, Lenin Avenue, 10-A (opposite the Luxor movie theater) It will be convenient for you to study at this center if you live in the cities of Balashikha, Elektrostal, Zhukovsky and Lyubertsy. Office of service and audience in Podolsk, Lenin Avenue, 99 (near Red Rows) It will be convenient for you to study in this center if you live in Podolsk, Klimovsk, Butovo, Zheleznodorozhny, Domodedovo, Chekhov, Serpukhov and other nearby settlements.

Currently, there is no doubt about the profitability of the restaurant business. This is due to the increasing demand arising from the human need for food for services of this kind. However, it is worth noting, as in any field of activity, here nothing happens by itself. The key to the success of the restaurant business is a competent organization and clear leadership.

A good restaurant manager should keep track of everything:

interior;
appearance, professional skills and level of staff communication;
optimal use of each square meter of the area of \u200b\u200bthe institution;
measures for the formation of a positive image in the market of public catering services and brand promotion;
conclusion of contracts for the supply of products;
distribution of finance, etc.

Management structure

It is no secret that the presence of highly qualified personnel is the main element of the successful functioning of the restaurant business. The employees of the average restaurant can be divided into four categories:

Administration - manager (administrator), accounting department, human resources department, marketing department.
Kitchen workers - chef, cook, assistant cook, pastry chef.
Attendants - hall manager, waiter, bartender, sommelier, cashier.
Ancillary workers - cleaner, dishwasher, loader.

This list is not universal. In small establishments, often the functions of several employees can be assigned to one person, and vice versa, in large-scale restaurant projects, new positions appear or are described above according to their responsibilities.

HR management

Personnel management involves control over all aspects of the work of the staff - from staff recruitment to preventing theft by members of the work team.

As a rule, the relationship between the manager and subordinates in the restaurant business is based on one of the following scenarios:

The manager distances himself from his subordinates, interaction with which is carried out by issuing orders and tight control of activities. Strictly vertical submission of employees reigns.
The work of the team is carried out in the form of mutually beneficial cooperation with management. There is no excessive psychological stress.

Each of the presented styles finds its adherents in real life. The following methods are used to optimize staff performance:

intangible praise from the management (oral, written);
gifts to the best employees (souvenirs, certificates, additional discounts on the services of this institution);
cash bonus increase in the form of bonuses;
establishing the dependence of wages on the percentage of production of each member of the work collective;
various types of punishments.

Restaurant Management Automation

A wide selection of integrated management automation programs is designed to help the leader in solving a number of issues related to the restaurant. Namely:

stock control in stock,
calculation of the cost of the dish (order),
billing visitors
control of financial transactions,
simplified bookkeeping, etc.

As a drawback of this system, it can be noted the fact that, like any computer program, it can fail. And if all the restaurant management threads were tied to such software, this can lead to confusion and significant loss of time for troubleshooting. Meanwhile, the company runs the risk of getting a hit on its reputation and losing some of its current or potential customers.

From the foregoing, we can conclude: the automation of the restaurant helps to reduce the time spent on certain operations, simplifies control by the management, to a certain extent, reduces the staff, and therefore save on their labor costs. All of the above ultimately leads to increased profitability of the enterprise. However, it is inexpedient to become completely dependent on the “digital miracle” and it is worth educating staff to quickly adapt to the manual customer service mechanism.

Specially forNaumov Igor

A clear and high-quality management of all divisions is necessary. This can only be achieved through quality management.

What is management?

There are many definitions of this term. However, the simplest and most accurate is the literal translation of the word manage, which means "manage." However, you can manage items, equipment, and human resources.

The word "management" itself is quite generalized, there are many interpretations of it. In the 21st century, the management function becomes the link in the work of any enterprise and organization. And the management of the hotel and restaurant business here is no exception.

Why is it important to build good management?

Restaurant management is one of the most popular and developing. People will always need to satisfy one of the basic instincts: to eat hearty and tasty food. At the same time, they want to do this in a comfortable place where they could talk, relax. That is why most cafes and restaurants have a constant flow of customers, good revenue and a long-term perspective for their existence.

It should be noted that any business is built successfully only when, in addition to a good idea and plan, there are highly qualified personnel (in the worst case, personnel capable of training), as well as financial resources and well-constructed management. The latter aspect is increasingly becoming decisive, because it applies to all other criteria and, in fact, defines them.

For example, the monetary issues in a company or organization are handled by (director). The recruitment, promotion and dismissal of employees is controlled by the personnel manager, etc. Accordingly, only by building competent management can a hotel or restaurant grow and develop, displacing competitors from the service market.

What are the problems?

The management of the hotel and restaurant business is a complex and multifaceted process. The main problem in building the management structure is poor communication and the relationship between the owner, CEO and managers of different levels. Most often, the one who opens his hotel or restaurant wants to keep everything under control, in his hands.

He begins to carry out the work himself. He monitors their work, does not forget to keep an eye on the solution of financial issues, etc. As a result, such a leader simply does not have time to fulfill all functions, is torn to pieces, asks his assistants and administrators for help in resolving various issues.

Thus, firstly, he is doubling the workload. Secondly, it trusts the solution of even small organizational issues to people who do not have a managerial education. Feeling a little "under authority", they begin to point out, scold the staff. As a result, it worsens, namely, it serves as the basis for the quality work of all employees. Therefore, it’s much easier for a leader to hire a middle manager who can solve various organizational issues and organize work with staff.

Very often in any institution you can hear the phrase: "Now I will call the manager." And, indeed, he resorts, polite and good, ready to settle any of your questions, solve problems. How difficult it really is for him, because you will not please every guest. And people come across the strangest ones: picky, nervous, not in the mood, etc.

What will the manager in a hotel or restaurant be responsible for? Both areas of activity are equated, since in both cases the sphere is intended to provide services to people. A competent manager in such cases should be responsible for the staff (for example, waiters, if this is a cafe; cleaners, maids, if this is a hotel), the proper organization of their work, the social and psychological climate in the team, interaction with clients and senior management, constant monitoring of the situation, staff motivation, planning, etc. This is a huge functional, having familiarized yourself with it, you may simply not want to be a manager. However, it is not without reason that he is considered a manager and receives a corresponding salary.

Restaurant management: its specificity

Of course, hotel, restaurant management has its own specifics. Consider the key points. Firstly, it is control over the costs and expenses of the company providing services. This applies to various items of expenses, including staff bonuses, depreciation expenses, etc. Secondly, it provides quality marketing, which is the key to success. Advertising, service promotion, customer acquisition - without these important aspects, restaurant management loses its meaning.

High-quality service should be provided by both employees and managers who exercise control. This applies. They must be polite, neat. At the same time, dishes should correspond to the picture on the menu, have a pleasant price-quality ratio.

The manager himself should be an example for his wards. He is obliged to monitor discipline, create a good climate in the team, motivate staff, think through and introduce a system of competent bonus and remuneration for employees. Thus, restaurant management is the basis for the successful operation of a hotel or restaurant.

In this article we will talk about the effective use of employees of a restaurant, cafe and other catering establishments.

All responsibility for organizing the management of the restaurant business rests with the administration of the enterprise. It is the restaurant management that acquires equipment, provides leadership and training for employees, tries to introduce new, effective working methods, which leads to a natural improvement in the performance of a restaurant or cafe.

Restaurant Management: Rational Labor Organization

How to achieve effective use of restaurant employees? The development of rational and effective labor methods for all sectors of activity is the task of the administration.

First of all, in any catering establishment there should be a document in which the duties and rights of each employee should be set out in detail.

The purpose of this document is to ensure any operation with a minimum expenditure of time and effort.

For example, at any production site, there should be lists of dishes with all the components that need to be provided throughout the day. Cold shop workers can immediately check the availability of certain products that they will need today and quickly get them from stock.

Equipment at a catering facility should not only be rationally placed, but also ensure that the necessary mechanism would immediately be at hand.

For example, a food slicing machine, installed in the main production facility, causes inconvenience to a cook who is currently engaged in pre-production - and from time to time he needs to move from one room to another.

The lack of small items of kitchen equipment at hand is often one of the reasons for the decline in labor productivity in catering.

Therefore, it is important to provide for the presence in the required quantity of all tools: kitchen knives, keys for opening bottles and canned food, bowls, turks, plates for different types of dishes. In the search for all these and other tools, cooks and waiters are forced to spend a significant amount of working time.

Use of convenience foods and ready-to-eat meals

It is the use of semi-finished products and ready-to-eat dishes that contributes to the growth of labor productivity and the efficient use of staff. After all, production functions during cooking are reduced.

Recall that the main task of public catering enterprises - restaurants, cafes, ravioli, etc. - is not in the production of products, but in their implementation. Therefore, every minute saved on cooking helps to serve more customers faster and, accordingly, increase the volume of goods turnover.

Menu restriction

An unnecessarily large list of dishes, drinks, snacks makes the wait staff spend more effort and time on their preparation and customer service. Indeed, in order to cook dishes that are in limited demand, it takes as much time as cooking popular positions.

Therefore, the restaurateur should revise his menu from time to time, getting rid of his ineffective items. This habit leads not only to saving products, but also to reducing labor costs.

Workers arrangement

The arrangement of employees in the restaurant and its planning is the daily concern of the administration. Many restaurateurs prefer to draw up weekly work plans for employees. In some cases, it’s much more efficient to create hourly work schedules.

Most of the problems in the placement of personnel are observed during festive events and during peak hours (lunch, evening). Such moments should be foreseen and planned in the schedule of the arrangement of employees. So that it doesn’t turn out that in the morning 5 waiters don’t know what to do, and in the afternoon they can’t cope with their duties due to the influx of visitors.

So, the restaurateur should clearly know how the flows of visitors to the institution are distributed not only by the day of the week, but also by the hour. Unfortunately, few managers take this important point into account. Therefore, the efficiency of the staff, and therefore the profit of the restaurant, is reduced.

Summarize.

The management of the restaurant business implies, above all, an increase in labor productivity in the catering establishment. To ensure the rational organization of labor in a restaurant or cafe, the manager should pay attention to the following points:

It is necessary to plan the placement of employees.
It is necessary to regularly compare the number of man-hours spent and the volume hourly, and not just the daily revenue of the enterprise.
The burden of catering workers requires regulation and alignment.
In those areas that are not related to customer service or food delivery, we must strive to reduce the amount of work in different ways.
The menu requires regular review and a reasonable reduction in position.
In order to increase the efficiency of work, you should limit the hours of the institution.
Responsibilities must be consistent with staff qualifications. Highly qualified and well-paid staff should not be allowed to spend time fulfilling duties that an inexperienced novice can do.

An exact definition of the duties and rights of each employee is strictly necessary in any successful catering establishment.

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