home Business blog Personnel management in the restaurant business. Restaurant business management

Personnel management in the restaurant business. Restaurant business management

Considering the overall development Russian business as the introduction of Western management technologies that have been proven and proven by practice and time, it can be noted that in the restaurant business, the solution of issues related to management and personal management is most often the prerogative of the first persons, administrators, but not professionals. As a rule, restaurant managers independently carry out activities to search for personnel, interviews, move employees within departments, discipline, spending part of their time and effort on this, to the detriment of solving more important and creative tasks.

With an acute shortage of time, many managers redirect the solution of these issues to their assistants. On the whole, the delegation of functions and responsibilities to the so-called line managers (shop chiefs, foremen, maitre d's, managers) is a positive process. But such leaders, having no consultative and professional informational assistance, no specific training, no sufficient experience, basically use only one method - hard pressure, an authoritarian approach. And as a result, the general moral climate in the team and relations between employees are very unstable.

Even more exacerbate the situation in the team nervousness, stress, typical for enterprises in the restaurant industry, and personnel policy does not bring the desired effect.

This is especially true for small restaurants, where all decisions are made by one manager, and personnel policy is based only on the authority of the first person according to the principle: like it or not, but I'm not going to change anything, while the whole team is a hostage to the mood and competence of the director or manager.

Therefore, with the departure of the head, the entire team of employees, which, in essence, is not a team, leaves the restaurant and a new one comes in their place with a new director and with an already established system of relations. In this case, there is no need to talk about any corporate culture or any management philosophy. All relationships are built on the principle of unconditional submission and silent obedience. Real luck is when the manager is at the same time a successful leader, a sociable person who is adored by guests, and a skilled leader, followed by the whole team.

If your restaurant has such a leader, then you do not need to think about organizing special personnel services or attracting personnel managers. All this will be done by one person. If your manager does not have such qualities, then all of the listed functions will have to be redistributed among several managers. One of them should be the HR manager. He is obliged to provide managers with information, to promote the ideas of competent management, building an administration system, including himself in it not as an obedient performer, but as a professional who is ready to defend his opinion.

The restaurant business is considered one of the most risky in terms of investment, the most unpredictable in terms of profit planning and profitability. But at the same time, there are such attractive features in the restaurant business, the degree of satisfaction from success is so great, the opportunities for creativity are so wide that more and more bright and interesting people. These are people who have not found themselves in another profession and want to show their ingenuity and creative inclinations.

Analyzing the development of the business as a whole, we can conclude that the problems modern management the restaurant is no longer decided on the basis of tough decisions and authoritarian policies. This old system is ineffective in modern conditions when quantitative indicators give way to qualitative ones. The principle of understanding the individual components of a business does not work either: success requires knowledge of both economic and humanitarian problems, that is, the system as a whole. The main thing is the concept of balance - a balanced combination of all components of the restaurant business. The priority is the person himself as the bearer of the highest value for a successful business.

As a rule, there is a clear division of managerial relations: some people manage and lead, others obey and execute. If we consider the restaurant management model as a kind of hierarchical ladder, then we can single out its main steps occupied by professional managers: Director, Chef, Hall Manager, Technical Director, Purchasing Manager.

According to this scheme, each head of the service, on the one hand, resolves all professional issues independently or with the first person, and, on the other hand, interacts with colleagues from parallel services independently, without intersecting in resolving the same issues.

In this case, the personnel manager is singled out as an independent link in this chain. Only by maintaining a certain independence from middle managers, knowing their weaknesses and strengths, the HR manager can objectively participate in solving problems within departments, teams. This position gives him the right to advise leaders and analyze the situation as a whole. The personnel manager has a good understanding of the restaurant system, its rules and regulations - prescribed and informal.

An essential factor in successful management in a restaurant is a clear distribution of leadership functions among managers. It is necessary to establish a balance between the rights and responsibilities of each manager and specialist. Here it is appropriate to talk about the principle of delegation of functions, paying special attention to the issues of control and rationality. This task is divided into separate areas, for each of which a responsible person is assigned. A specific manager is responsible for the intermediate stage. Determining the organizational structure of the restaurant, it is necessary to take into account the complexity and qualifications of employees at each level. Depending on the size of the restaurant is itself organizational structure management. It would be strange if a small family restaurant was run by several managers who would also share powers among themselves.

In practice, the features of the legal and legal form restaurants have the least influence on the organization of personal management. Undeniable advantage large structures that opportunities for development, internal growth and redistribution labor resources it's wider there.

Specialists working as HR managers, personnel workers, must solve such complex problems and make responsible decisions that dictate the modern restaurant business and competition. Otherwise, their work in the restaurant is reduced to preparing orders for admission and dismissal and control over medical and work books employees. Saving on attracting trained specialists, observing local interests, hiring relatives and acquaintances for this job, restaurateurs deprive themselves of the opportunity to competently build a corporate culture, create effective personal management.

An objective indicator of the level of personal management within the organization are the following factors: whether the personnel manager is involved in management meetings or only statistical data prepared by him are used; does he attend seminars, professional conferences, that is, does the management contribute to him professional growth; how knowledgeable the HR manager is about what's going on in the restaurant.

By answering these questions, you will understand what the position of the personnel manager in your restaurant is, his status and the real position - a silent performer or a professional. But these questions may not be answered if the HR specialist in your organization is an "old school" person, for whom, for example, the word "Internet" is something unfamiliar and frightening. It is unlikely that in this case you have the right to count on mobility in the decision personnel issues, that the staff will be constantly trained and improved, that you will be relieved of workers for one day, that the best and most trained employees will come to you, since already at the first stage - a meeting with personnel worker they are likely to experience a deeply unprofessional approach to interviewing and conducting interviews. And it is unlikely that you will be able to receive accurate information about the causes and consequences of a conflict in a restaurant.

The selection of a personnel manager should be treated especially carefully also because you need a team worker, a flexible and responsible person, capable of learning and loyal to the interests of the restaurant as a whole, who will be able to build a system of priorities in solving complex and intricate situations, focused on success and constant personal growth. (Next, we will consider in more detail the model of the relationship between the personnel specialist and the team).

As a result, such a positive personal attitude of the personnel manager will lead to the success of the restaurant as a whole, as it will employ the best specialists and managers.

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

A good restaurant-type enterprise manager should keep track of everything:

interior;
appearance, professional skills and level of communication of staff;
optimal use of each square meter of the establishment area;
measures to create a positive image in the service market Catering and brand promotion;
conclusion of contracts for the supply of products;
distribution of funds, etc.

Management structure

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

Administration - manager (administrator), accounting department, personnel department, marketing department.
Kitchen workers - chef, cook, assistant cook, confectioner.
Service staff - hall manager, waiter, bartender, sommelier, cashier.
Ancillary workers - cleaner, dishwasher, loader.

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

Personnel management

Personnel management involves control over all aspects of the work of the staff - from the selection of personnel to the prevention of attempts to steal from the members of the work team.

As a rule, the relationship between the manager and subordinates in the restaurant business is built according to one of the following scenarios:

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

Each of the presented styles finds its adherents in real life. To optimize the work of personnel, the following methods are used:

non-material praise from management (oral, written);
gifts the best employees(souvenirs, certificates, additional discounts for the services of this institution);
cash bonus to wages in the form of prizes;
establishing the dependence of wages on the percentage of output of each member of the work team;
various types of punishment.

Restaurant management automation

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

warehouse stock control,
calculation of the cost of a dish (order),
invoicing visitors,
control of financial transactions,
simplified bookkeeping, etc.

As a disadvantage of this system, one can note the fact that, like any computer program, it is capable of failing. And if all the threads of restaurant management were tied to such software, this could lead to confusion and significant loss of time for troubleshooting. In the meantime, the company risks getting a blow to its reputation and losing some of its current or potential customers.

From the foregoing, we can conclude that the automation of the restaurant helps to reduce the time spent on certain operations, simplifies management control, to a certain extent, allows you to reduce the staff, and therefore save on their wages. All of the above ultimately leads to an increase in the profitability of the enterprise. However, it is not advisable to become completely dependent on the “digital miracle” and it is worth training staff to quickly adjust to a manual customer service mechanism.

Specially forNaumov Igor

How to develop a restaurant concept and choose the right location? How to come up with a menu and select staff? On the course “Restaurant Business 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 considered in detail, recommendations are given on how to get out of difficult situations.
Students of the training course for restaurant business managers get acquainted with the types of service, 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 form and can work as a restaurant manager, production manager, restaurant manager.
The program is designed for 36 academic hours. At the end of the course, students are issued a document of the established form. At the request of students who have completed theoretical training in this course, can purchase a package of services for practical training in 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 training 1-2 people
8 ac.h - for home study

Class schedule:

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

Taking into account your opportunities for visiting.

Lesson times:

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.

Required knowledge for the course:

Not lower than basic general education

Course Completion Document:

Certificate|Manager-restaurant

1 academic hour is equal to 45 minutes.

In the event that the lesson(s) hit holidays, the lesson is rescheduled in accordance with the chosen visiting schedule.

An interactive schedule will let you know the date, time and place of classes.

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

Please note that the interactive timetable is common for all areas of study, is updated periodically and there may be a shift in time, start dates and end dates of classes.

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

Our addresses in Moscow:

Service and auditorium office near VDNKh metro station, Alekseevskaya

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

The center is located in a historical place in the business center, minutes from the metro station and railway. platforms Malenkovskaya Address: Moscow, Novaya Basmannaya st., 4/6, building 3 Auditoriums near metro station Komsomolskaya, Krasnye VorotaAddress: Moscow, Krasnovorotsky proezd, 3, building 1 Classrooms are located within walking distance from the metro and Yaroslavsky, Kazansky and Leningradsky railway stations. Auditoriums near Aviamotornaya metro station, Shosse EntuziastovAddress: Moscow, 1 street Enthusiasts, building 3 Travel time will be no more than 5 minutes.

Our offices and classrooms in the Moscow region:

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

Tomsk State Pedagogical University

Dinner is served or the basics of managing a restaurant business

with spicy sauce

T.V. note,

D.S. Zaporozhye

Supervisor:

Introduction

What do you pay attention to when you come to a restaurant, cafe, bistro ..? Lots of answers. An economical person would answer that he first of all looks at prices, a gourmet - at the menu, an esthete - at the interior, and young people are likely to pay attention to the popularity of the institution. But everyone sees only what is directed at him and the satisfaction of his needs. But have you ever thought about how this place became popular (after all, you decided to come here), how the staff became so close-knit (this is not the result of long rehearsals), how to keep guests, how the restaurant staff most effectively sell their goods? Many people do not even suspect that in addition to the cook, waiter and bartender, there are other employees in the restaurant. But in fact, the functioning of such an institution is a whole system. And the work of all its elements is important in it: starting with folding napkins and ending with the work of the cook. Answers to these questions and more interesting information You can find in this article.

The restaurant boom is taking over cities. More and more various cafes, restaurants, bars, and just catering places are opening. Today, this business occupies one of the leading places in the service sector. There are millions of large, medium and small restaurants around the world, from fast food to fine dining. But this business is not only one of the highly profitable types. economic activity but also one of the most risky.

A restaurant is a special type of enterprise in which the organization of the production of a wide range of complex culinary products is combined with the organization of a high level of customer service in trading floors.

According to State standard Russian Federation, a classification of restaurants is established depending on the quality of the services provided, the range of custom-made and signature dishes, products, interior, etc. Based on this, restaurants are divided into three classes according to the level of service and the range of services provided - “luxury”, “highest” and “first category”.

The "Lux" class restaurant includes custom-made and signature dishes (at least half of the assortment), culinary and confectionery; has a banquet hall, a bar, a cocktail lounge with a bar counter. The staff of the restaurant is highly qualified workers. The interior of the restaurant has a high class of architectural and artistic design of commercial premises and technical equipment. The design style matches the name of the restaurant. AT evening time the restaurant organizes musical shows, performances by popular pop artists. In the halls are given special places for dancing, sale of flowers, souvenirs is organized.

The luxury restaurant has branded menu covers, invitations, souvenirs, badges with the company's logo. The staff is dressed in uniform and shoes of the same sample. Luxury restaurants in Tomsk - "Parmesan" - an Italian restaurant with a European style of service (in addition to all its advantages, it is a "neighbor" of two luxury hotels - "Magistrat" and "Toyan"); as well as "Slavianski Bazaar", famous for its famous guests.

A top-class restaurant is an enterprise that has an original interior, a choice of services, comfort, a diverse range of original gourmet dishes. Service in the restaurant is carried out by waiters and bartenders. In the evening, performances of musical ensembles are organized. The most popular top-class restaurants among Tomsk residents are Mercury, the Edem hotel complex, Vensky Dvor, Stary Zamok, and others.

A first-class restaurant implies a harmonious interior, comfort and choice of services, a diverse range of specialties and products, complex drinks, including custom-made ones. Service in this restaurant is conducted by waiters, bartenders. In Tomsk, these are "Bamboo", "Pepper", "Korchma near Taras", etc.

Restaurant management structure

The restaurant management process is a set of relationships and actions aimed at ensuring the optimal balance work force, material and financial resources.

Management functions include:

Technological and technical preparation of production for service;

Technical and economic planning;

Accounting and financial activities;

Technical and food supply;

Economic analysis production and financial activities of the enterprise.

The restaurant management structure is a set and subordination of interrelated organizational units or links that perform certain functions.

The presence of qualified and well-trained staff is one of the most important components of the success of the restaurant business.

There are several categories of restaurant staff:

· Category one - the administration of the restaurant. This is a restaurant manager (often the owner of a restaurant), accounting, personnel, marketing, advertising services, personnel service, logistics service, etc. That is, these are specialists who provide financial and administrative management of the restaurant (develop a concept for the development of the restaurant; exercise financial control over the activities of the restaurant; are responsible for conducting marketing, advertising, PR - activities; carry out personnel planning; interact with supervisory services);

· Category two - kitchen specialists. Chef, cooks, confectioners, etc. - employees who ensure the range and quality of dishes in the restaurant (menu development; quality control of purchases and ready meals; selection and training of kitchen staff; personnel management and control over its work; cooking; portioning, processing and transfer of ordered dishes for sale);

Third category - attendants in the hall: waiters and managers of the hall - employees who provide direct contact with visitors to the restaurant (hall administrator (head waiter) - the implementation of work on efficient and cultural service to visitors, creating comfortable conditions for them, monitoring compliance with labor and production discipline; hostesses - managing the client's attention at the initial moment of being in a restaurant and further if necessary; sommelier - compiling a wine list and maintaining, in accordance with it, a supply of wines in a restaurant; recommendations on the choice of drinks; bartender - serving visitors at the bar counter ready to the use of non-alcoholic and low-alcohol drinks; waiter - table setting in accordance with established standards; taking orders from the client and serving dishes; providing invoices to guests; cashier - carrying out operations to reflect on the cash register all cash received from customers amounts);

Management methods

When solving a particular problem, various management methods provide a system of rules, techniques and approaches that reduce the time and other resources spent on setting and achieving goals.

There are the following main methods of management:

1) economic;

2) organizational and administrative;

3) socio-psychological.

In the restaurant business, it is important to combine all three methods.

With economic methods of management, the goal is achieved by influencing economic interests managed object. For example, material incentive systems - the waiter is paid a percentage of sales of alcoholic beverages, individual dishes, a bonus for the best service, a percentage of the establishment's profit, or profit sharing. This form of motivation, which consists in the distribution of profits in equal shares among all program participants, is actively used by large restaurant companies.

Organizational and administrative management methods are based on direct directives. None economic methods cannot exist without organizational and administrative influence, which ensures clarity, discipline and order of work in a team. The waiter will not leave if the manager is an authority for him, a leader who knows everything about his employees, reacts correctly, sees everything, from the new hairstyle of his waiter to his bad mood.

Socio-psychological methods - a set of specific ways of influencing personal relationships and connections that arise in labor collectives, as well as on social processes flowing in them. Non-material motivation no less significant: the encouragement of creative initiative, personal gratitude, praise in the presence of the whole team can become an excellent incentive for an employee to work with soul and great dedication.

Management styles

Leadership styles - the manner and way of behavior of the manager in the process of preparation and implementation management decisions. Depending on what management methods the restaurant manager relies on to a greater extent, on the specific characteristics of his personality and the peculiarities of working with people, the leadership style inherent only to him is determined. Based on the goals set, the manager chooses one of three management styles:

Authoritarian (autocratic) style - the centralization of power in the hands of one leader, requiring that all affairs be reported only to him, the sole decision-making by the manager, an obstacle to the manifestation of the initiative of subordinates. A leader becomes an autocrat when he is inferior in quality to the people he leads, or if his subordinates have too low a general and professional culture.

Democratic style - the manager seeks to resolve issues collegially, inform subordinates about the state of affairs, delegates part of the managerial functions to other specialists. The leader is active, demanding, but fair.

Liberal style - the leader does not interfere in the activities of the team, and the employees are given complete independence and the opportunity for individual and collective creativity. Leaders are distinguished by such qualities as non-conflict, passivity, lack of obvious organizational skills.

You need to understand that there is no ideal leadership style, and in its pure form, each of these styles is rare. The flexibility of the leader is to take advantage of each style and apply it depending on the specifics of the situation.

But what is all this knowledge for? – You may ask. After all, this is the destiny of workers in the service sector, but not us - ordinary consumers of these benefits! In fact, the reasons are so simple that we no longer notice them. This is respect for the work of all employees of the institution; understanding that this is far from an easy field of activity, and you need to be creative, but at the same time a risky person to start your own business. In the end, perhaps someone will connect their lives with this case! To date, many young people have already entered the restaurant world as waiters, cashiers, bartenders, etc.

Either way, it's important public opinion! As a sociological survey showed, although people are different, opinions largely converge! We interviewed 50 people: of course, everyone likes to visit cafes, restaurants, bars, etc. But the views on the criteria for choosing an institution were divided: the vast majority first of all preferred the price and atmosphere in a cafe (about 50%), the second place was shared by the menu assortment and service (30%), bronze went to the musical accompaniment and popularity of the institution (20% ). Most of the respondents are students, and this justifies their choice! This is most likely the reason why only 3 people visited high class or luxury restaurants.

Pizzeria "Pizza Rio" has become a favorite place for young people - one of the most popular places in our city, just the same focused on youth and students. According to the respondents, Pizza Rio optimally combines all the quality criteria of an establishment.

But most importantly, the majority (65%) would like to know more about the management structure in the restaurant business (assuming 85% know nothing about it)! And since young people - our future - are interested in management, we can hope that the number of hospitality enterprises will increase! And for Russia, this is especially true, because it is not for nothing that we, the Slavs, are considered the most hospitable nation!

Bibliography

1. Soloviev B.L., Tolstova L.A. Hospitality management: Reference manual. - M., 1997.

2. Kabushkin N.I., Bondarenko G.A. Management of hotels and restaurants: Proc. allowance. - 2nd ed. - Minsk: New knowledge, 2001.

3. Bogusheva V.I. Organization of customer service in restaurants and bars. Rostov-on-Don: "Phoenix", 2004.

5. www.restoran.ru

Good managers are not made overnight, and sometimes restaurant managers need guidance and practice in order to effectively run a business, manage staff, and meet the needs of patrons. Here are 10 tips for restaurant managers to improve their business: