Duties of a maitre d'. Duplication of duties of the administrator of the hall (head waiter). Description of work, tasks and job responsibilities

20.11.2020

Head waiter job description

1. This job description defines official duties, the rights and responsibilities of the maitre d'.
2. A person who has a higher professional education(major in management) or 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 main legislative and regulatory documents governing the production, economic and financial and economic activities of enterprises Catering; goals, objectives, structure of the restaurant; principles of organizing visitor service; fundamentals of cooking technology; basics of management and its main functions (planning, organization, motivation and control); normative, methodical and technological documentation in the specialty; technology for preparing the restaurant hall for work; image direction of the restaurant; internal service standards; protocol and etiquette; sales psychology; methods of quality control of guest service; methods of studying consumer preferences of visitors; methods of work with claims and wishes of clients; methods of working with the public and the media mass media; basics of conflictology; assortment and quality requirements for dishes and culinary products; basics of rational and dietary nutrition; the order of the menu; rules and terms of storage of ready meals and products; types of technological equipment used, principles of operation, specifications, terms of Use; basics of marketing; basics of logistics; fundamentals of sanitation and hygiene, current sanitary rules and hygiene standards in relation to professional activity; state and main trends in the development of the restaurant services market; basics of accounting, financial management, taxation, pricing; production capacities and human resources of the enterprise; the procedure for concluding and executing economic and financial contracts; best practices in the restaurant industry; fundamentals of quality management of products and services; labor legislation; fundamentals of the scientific organization of labor; reporting forms and internal documentation; rules for paperwork and the basics of office work; internal labor regulations.
4. The head waiter is appointed to the position and dismissed by the order of the head of the enterprise in accordance with the current legislation Russian Federation.
5. The head waiter reports directly to the head of the enterprise, or his deputy, or the head of the structural unit.

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Who is the head waiter of a restaurant

The head waiter greets guests and escorts them to a table. In addition, his duties include the management and control of waiters, doormen, security guards, cleaners - in general, everyone who works in a restaurant, but does not belong to the kitchen. The head waiter smooths out conflict situations between guests and waiters, and also conducts staff training.

In order to be a headwaiter, you need to have a special education and extensive experience in the restaurant business. This work is either the pinnacle of a career in this direction or an intermediate stage on the way to opening your own restaurant.

The maitre d' is a person who is simply obliged to love his job. Otherwise, he simply will not be able to sincerely smile at the guests, gain the trust and respect of the staff, adequately cope with possible conflicts in the team or with the guests. This includes working late and working on holidays. You can’t get sick, you can’t look bad, you can’t be depressed, preoccupied with your own problems. This is not just an administrator face of the institution, but the face must be impeccable.

Functions of the maitre d'

The head waiter job description includes the following items:

control of the appearance of the restaurant hall, bar counters, shop windows - from design to cleanliness and order at any given moment;
control of the work of waiters: taking orders and serving guests by waiters, as well as checking the correctness of accounts;
listening to the comments of guests regarding the quality of service with the subsequent adoption of measures to eliminate shortcomings;
participation in the preparation of weddings, large-scale celebrations;
discipline control, labor law;
the duty to be a link between the owner of the restaurant and the staff: the introduction of innovations, control over the execution of orders.

What a maitre d' should know and be able to do

The most minimal requirements for a maître d' are education and experience in the restaurant business for at least two years.

The maitre d' is a restaurant employee who:

knows the resolutions, orders, instructions of the higher management;
perfectly knows and understands the rules and principles of work, as well as the basics of management and advertising, interior design techniques;
knows the restaurant's menu, can advise the guest, help in choosing wines;
has the concept of ethics, aesthetics, psychology. He knows how to create a good mood, arrange the guest to himself and the institution. The head waiter must understand his people well, know how to motivate them and how to organize as much as possible. efficient work in a team.

How to become a maitre d'

The vast majority of good maître d's are former waiters. During your work as a waiter, you can learn the "kitchen" of the restaurant from the inside, all the subtleties, possible difficulties. Learn to work with people, get used to capricious or conflicting clients. And how much time it will take to go from the waiter to the head waiter depends on personal qualities, diligence and luck. This may take several months or several years. Ideally, if there is a special education - a university, college, technical school, courses in the field of cooking or restaurant business. The head waiter, whose duties are directly related to working with a wide variety of people, must be psychologically stable and have leadership skills. Any experience of communicating with clients, working in a team, in psychologically difficult conditions will help.

The maitre d' is the manager of the restaurant?

It carries out in four directions: sales, expenses, quality, personnel. The restaurant administrator is, first of all, a manager. Thus, the manager is already a specialist of a completely different level. The maitre d' does not manage expenses or kitchen staff, and is not responsible for the content of the menu and the quality of the food. He manages the quality of service as well as sales through the same quality, but he does not make the menu, he is not responsible for the profitability of the restaurant, he does not control the budget. It's just that work experience is not enough to grow from a maitre d' to restaurant managers, you will need special education.

Where to study maitre d'

Business academies have special training programs for head waiters and restaurant administrators. The teachers are not theorists, but practitioners with many years of experience: managers, restaurateurs, head waiters. Classes are held both theoretical and practical using restaurant equipment. As a rule, the best students, graduating from the course, immediately get a job. Education is paid. The maitre d' is a highly demanded profession in the labor market, and it pays very well, so the money spent on training will return very quickly. The same can be said about the specialty "restaurant manager". Subject to diligent study, a keen interest in the profession received, you can very soon succeed in the restaurant field and grow from a diner waiter into a high-level head waiter.

This job description has been translated automatically. Please note that automatic translation does not provide 100% accuracy, so there may be minor translation errors in the text.

Preface to job description

0.1. The document comes into force from the moment of its approval.

0.2. Document developer: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _.

0.3. Document approved: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _.

0.4. Periodic verification of this document is carried out at intervals not exceeding 3 years.

1. General Provisions

1.1. The position "Maitre d'" belongs to the category "Specialists".

1.2. Qualifications- basic higher education(bachelor, junior specialist) in the direction of training "Food Technology and Engineering" (specialty "Food Technology"), advanced training and work experience in catering establishments: for a bachelor - at least 1 year, for a junior specialist - at least 2 years.

1.3. Knows and applies:
- the current legislation of Ukraine, regulating entrepreneurial activity;
- regulatory legal acts and documents from the state regulation of the functioning of catering establishments;
- requirements for ensuring the sanitary and epidemic well-being of the population;
- categories and types of standards, other regulatory and technical documentation for certification of the quality of raw materials, semi-finished products and finished products;
- rules and technical methods of customer service;
- rules of international etiquette;
- technique and specifics of servicing foreign consumers;
- basic rules of etiquette and table setting;
- basic merchandising, technological, sanitary indicators of product quality;
- technology for the manufacture of culinary products, drinks;
- rules for serving dishes, culinary products, drinks;
- features of design and serving of national, branded and ordered dishes, dishes of foreign cuisines;
- the procedure for servicing solemn events and other special events, as well as individual contingents of consumers;
- the procedure for registration of accounting and reporting documentation, accounts;
- forms of settlement with consumers, including credit cards;
- scientific basis for the management, regulation and coordination of the activities of low-skilled workers;
- basics of labor legislation;
- bases of the organization and regulation of work;
- systems and methods for assessing the work of service workers;
- basics of management, economics;
- office work;
- 1 - 2 foreign languages of international communication within the spoken minimum;
- rules and norms of labor protection, fire protection, industrial sanitation and personal hygiene.

1.4. The maitre d' is appointed to the position and dismissed by order of the organization (enterprise / institution).

1.5. The maitre d' reports directly to _ _ _ _ _ _ _ _ _ _ .

1.6. The head waiter directs the work _ _ _ _ _ _ _ _ _ _ .

1.7. The head waiter during his absence is replaced by a duly appointed person who acquires the relevant rights and is responsible for the proper performance of the duties assigned to him.

2. Description of work, tasks and job responsibilities

2.1. Manages customer service process.

2.2. Meets and places customers in the hall.

2.3. Accepts and draws up an order for servicing solemn events, organizes their holding.

2.4. Provides a guarantee of food safety.

2.5. Supervises the work of waiters, barmaids, cashiers, doormen, cloakrooms, musicians, artists, and other employees of the hall.

2.6. Draws up work schedules for the specified employees, distributes them according to changes and jobs, taking into account rational forms of labor organization and saving time.

2.7. Supervises timely and qualified service by waiters to consumers, settlements with them.

2.8. Monitors the availability of menus, price lists, price tags in the halls.

2.9. Controls the correct design and quality of dishes, culinary products, drinks that are dispensed from production workshops and buffets.

2.10. Takes meter readings of electronic cash registers.

2.11. Issues official forms of accounts, registers.

2.12. Checks the correct filling of registers, maintaining a cash register, compiling and timely submission of reports.

2.13. Examines customer complaints and makes decisions on them.

2.14. Studying the needs and requirements of consumers.

2.15. Prepares proposals for the introduction of competitive types of services and an additional range of dishes, culinary and confectionery products, drinks and purchased goods in accordance with the needs of consumers in the region.

2.16. Participates in the development of interior design of halls, advertising, musical programs of models of uniform work clothes, compilation of special menus.

2.17. Carries out control over the correct operation of trade and technological and refrigeration equipment, furniture, jukeboxes, musical equipment, electronic cash registers.

2.18. Monitors compliance by employees with the rules of safe work, fire protection, industrial sanitation and personal hygiene.

2.19. Evaluates the work of employees, conducts training and consults employees in order to improve their skills.

2.20. Knows, understands and applies the current regulatory documents relating to its activities.

2.21. Knows and fulfills the requirements of regulatory acts on labor and environmental protection, complies with the norms, methods and techniques for the safe performance of work.

3. Rights

3.1. The maitre d' has the right to take action to prevent and remedy any irregularities or inconsistencies.

3.2. The head waiter has the right to receive all social guarantees provided for by law.

3.3. The head waiter has the right to demand assistance in the performance of his duties and the exercise of his rights.

3.4. The head waiter has the right to demand the creation of organizational and technical conditions necessary for the performance of official duties and the provision necessary equipment and inventory.

3.5. The maitre d' has the right to get acquainted with the draft documents relating to his activities.

3.6. The head waiter has the right to request and receive documents, materials and information necessary for the performance of his duties and instructions of the management.

3.7. The head waiter has the right to improve his professional qualifications.

3.8. The head waiter has the right to report all violations and inconsistencies identified in the course of its activities and make proposals for their elimination.

3.9. The head waiter has the right to get acquainted with the documents defining the rights and obligations of the position held, the criteria for assessing the quality of the performance of official duties.

4. Responsibility

4.1. The head waiter is responsible for non-fulfillment or untimely fulfillment of the duties assigned by this job description and (or) non-use of the rights granted.

4.2. The head waiter is responsible for non-compliance with the rules of internal labor regulations, labor protection, safety, industrial sanitation and fire protection.

4.3. The maitre d' is responsible for disclosing information about an organization (enterprise/institution) that is a trade secret.

4.4. The head waiter is responsible for non-fulfillment or improper fulfillment of the requirements of internal normative documents organizations (enterprises/institutions) and legal orders of management.

4.5. The maitre d' is liable for offenses committed in the course of its activities, within the limits established by the current administrative, criminal and civil legislation.

4.6. The head waiter is responsible for causing material damage to the organization (enterprise / institution) within the limits established by the current administrative, criminal and civil legislation.

4.7. The head waiter is responsible for the misuse of the granted official powers, as well as their use for personal purposes.

I. General provisions
1. The administrator of the hall is directly subordinate to the director of the restaurant
2. In his work, he is guided by the instructions and rules that determine the work of the restaurant, internal regulations, orders and instructions of the director and this job description.
3. Appointed and dismissed by the director of the restaurant.
4. Is the organizer and manager of work in the halls of the restaurant. Waiters, bartenders, hostesses, dishwashers, cleaners of commercial premises are subordinate to him.
5. Must have secondary specialized or higher education, work experience in public catering enterprises, team management skills.

II. Responsibilities.
The main responsibility of the administrator is to provide effective and cultural service to visitors, to create comfortable conditions for them. To do this, the administrator of the trading floor must:
1. Timely ensure the preparation of the restaurant halls:
check the quality and timeliness of cleaning commercial premises;
check the condition of equipment, furniture, interior items of the trading floor;
- inspect appearance service personnel;
– arrange the arrangement of waiters in the halls, taking into account their practical skills and knowledge;
- conduct the necessary briefing of the shift waiters with an analysis of the mistakes made on the previous working day, familiarization with the features of the work for the current day, with orders and instructions from the management.
– meet visitors to the restaurant, invite them to the table and, in case of absence, this moment waiters to take the order or instruct another waiter to take the order.

2. Know the menu (culinary characteristics, exit rates and product prices).
3. Know the plan of turnover on the trading floor and ensure its implementation.
4. Monitor the observance by waiters of the rules for serving dishes, drinks, and the quality of service. Do not allow visitors to abuse alcoholic beverages.
5. Monitor the correctness of settlements with visitors and timely delivery letters of guarantee by bank transfer to the accounting department. Sign bills for waiters.
6. Compile menus for banquets, after agreeing them with the head of production or his deputy.
7. Provide practical assistance in the work of waiters, give them the necessary recommendations for serving visitors.
8. Check the availability of dishes and drinks included in the menu until the end of the working day.
9. Immediately resolve issues on emerging conflict situations in trading floors. Statements and wishes of visitors on service issues should be brought to the attention of the restaurant director.
10. Ensure the coherence of the work of the trading floor and the production of the restaurant, the timeliness of the receipt of finished products by waiters from the production workshops and the restaurant bar.
11. take part in the organization of work to improve the business skills of waiters. Conduct ongoing training and educational work with the staff of trading floors, aimed at strengthening labor and production discipline, ensuring a high culture of service.
12. It is good to know the job descriptions of employees of trading floors.
13. Monitor the observance by the employees of the halls of safety regulations, sanitary standards, fire prevention measures; service standards.
14. Every day before and after work, sign the cash tape and check the counters, participate in the transfer of the shift of cashiers and sign the transfer certificate.
15. After the closing of the restaurant, monitor the delivery by the waiters to the cashier of advance amounts and proceeds for a given day, the delivery of crockery and cutlery to the service room, and the timely departure of all service personnel.
16. Monthly draw up a schedule for the employees of the trading floor to go to work, keep a time sheet.

III. Rights.
The hall administrator has the right to:
1. Take part in the selection of personnel for work in the trading floors of the restaurant.
2. Suspend from work waiters, bartenders and other employees of trading floors who are not dressed according to the established uniform and have an untidy appearance, as well as employees who have allowed gross violations labor discipline, informing the director of the restaurant about this.
3. To exercise control over the release and registration of ready-made dishes from production, to demand the replacement of poorly prepared dishes.
4. Require restaurant visitors to comply with the established rules of conduct in public catering establishments, not allow persons in a state of intoxication, soiled clothes, dressed in tracksuits, pajamas, bathrobes, etc. to enter the restaurant.
5. Make proposals to improve the organization of work, to improve the working conditions of employees, to encourage them or to impose disciplinary sanctions.

IV Responsibility.
The hall manager is responsible for:
- for the behavior of the staff of trading floors, the quality of customer service;
- for failure to fulfill their obligations listed in this job description, as well as orders of the director of the restaurant;
- for the fight of dishes, damage to the property of the restaurant caused during work, for improper storage and operation of material assets;
- for non-compliance by the restaurant staff with sanitary and fire regulations and the Internal Regulations.