西餐厅各级管理人员手册

西餐厅各岗位综合培训资料1目录公司简介·············································································································1第一章西餐厅分店经理例行工作表·········································································6第二章西餐厅前厅主管岗位表···············································································8第三章财务人员的岗位职责及相关规定·································································27第四章西餐厅前厅领班岗位职责及相关工作···························································31第一、前厅领班工作范围······················································································31第一节领班岗位职责及规范················································································31第二节领班交接制度·························································································33第三节领班交接程序·························································································34第二、清理与沟通·······························································································36第一节餐厅领班人员沟通技巧·············································································36第二节领导艺术与技巧······················································································42第三、班前、班后会的管理···················································································45第四、餐厅服务质量控制······················································································49第五章处理客人投诉·························································································55第一节如何分析投诉·························································································55第二节如何处理客人投诉···················································································58第三节处理顾客丢包事件···················································································61第六章餐厅内部环境管理···················································································61第一节市内灯光控制·························································································62第二节餐厅的温度、湿度···················································································62第七章餐厅成本的控制······················································································63第一节餐厅成本控制的重要性·············································································63第二节前厅成本构成及控制方法··········································································64第八章餐厅卫生管理与安全管理··········································································71第一节卫生管理·······························································································71第二节餐厅安全管理·························································································73第九章餐厅推销知识·························································································76西餐厅各岗位综合培训资料2第十章新员工培训····························································································83第一部分岗前训练····························································································84第二部分在职培训····························································································85第十一章采购、仓管、验收、订货流程规定···························································86第一节采购业务流程及管理规定···········································································86第二节仓库工作流程及管理规定···········································································89第三节物品入库、保管、盘存、报废责任认定·························································91第四节仓管常见问题注意事项···············································································92西餐厅各岗位综合培训资料3公司简介Companyprofile态度决定一切恭喜你，您已晋级或即将晋级，您将成为一个团队的核心人物，将带领一个团队努力向更高目标冲刺，你准备好了吗？“成也在人，败也在人”一个成功的人之所以会成功，是因为有成功的工作态度与努力奋斗的结果，失败者之所以失败，也是因为平常就是用失败的态度在处理事情，态度决定一切！态度是一种信息，成功与失败差别就在这点上，作为一个管理人员者，你的态度可以预知你是否会成功、你所带领的团队是否会成功，以下的状况你会如何应对？状况一：犯了错误时成功者：勇于承认错误，从错误中学到教训。失败者：这不是我的错。状况二：成功时成功者：很谦虚地归功于幸运及全体的努力结果。失败者：归功于自己。状况三：失败时（或遇到挫折时）成功者：努力不够，方法不好，假如再来一次……西餐厅各岗位综合培训资料4失败者：运气不好，别人配合不好。状况四：碰上问题成功者：面对它、挑战它、找方法。失败者：遮掩它、逃避它、找借口。状况五：对现在的工作状况成功者：感到不错，但希望更好。失败者：总是想到“还有人比我更差”状况六：对做事情的态度成功者：做好了才叫做了，要让别人满意。失败者：做了就算。状况七：对于时间的使用成功者：勤奋学习，学习时间充分。失败者：没有时间感。状况八：对那些比自己优秀的人成功者：西餐厅各岗位综合培训资料5学习他，把他作为学习的榜样。失败者：排斥他。状况九：看别人成功者：喜欢看别人的优点，学习别人的长处。失败者：喜欢谈论别人的短处。第一章、西餐厅分店经理例行工作表一、每日例行工作1）每天确定所有运行事务正常，并达到（Q、S、C）的标准，参见《西餐厅品质标准表》。2）每天检查餐厅工作日志，查看、分析每日营业报表及各部门报表，了解上日（当日）各部门营业情况及成本控制情况；随时了解市场物价、监督与采购价及进货渠道。3）审核财务收支情况，并签署报帐。4）检查各项设施是否正常运转。维修正常情况下不超过24小时，与顾客设施直接有关的立即维修（立即指发布命令后10分钟，4小时内完成并检查。）5）解决餐厅客人的投诉，收集发生意外事件的相关资料及提出损失赔偿并作书面记录。（解决客人投诉并对相应处理，如在当日出现两次相同情况投诉，则属失职）。6）检查员工布告栏的内容及清洁等情况。7）监督完成各种规定检查表。二、每周例行工作1）对《卫生检查表》作至少一天的所有部门三个时段以上的抽查并记录。2）对电源设备开关的控制作至少一天抽查并记录。3）每周一主持主管会议（总结上周工作，制定本周目标工作，听取主管的意见并综合改西餐厅各岗位综合培训资料6进），每周二，监督各部门召开小组会议，并审阅会议纪要。三、每月例行工作1）汇集当月营运资料，作出书面营业分析并审核财务报表后确认签名送传到总公司。2）每月参加员工的绩效评估。3）检查盘存事项是否正常。4）按《机器计划保养月历》手册上规定事项进行维护与记录。5）参加总公司或片区经理主持的经理例会。6）员工激励活动的执行及员工生活事项的关心。7）计算并审查本店补齐式订货订购食品及营运物料。8）处理存款时使用的适当的安全及确认程序，抽查收银台、财务帐与实际是否相符。四、每季例行工作1）人事档案文件的更新2）直接下级主管季度评估3）员工薪资等级评定工作五、每半年例行工作1）店内员工防火、防盗、防灾、防洪事项的定期教育与演习。2）参加经理/主管级总部学习会议。六、非定期工作1）深入基层，了解员工的思想状况、工作表现及服务水平，有意识的培训和选拔优秀员工。2）各种促销券的发售与促销活动准备。接总部策划通知后24小时内通知相关人员，在活动前一天再次确认赠券、号码机、礼券、礼品，服