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Duties and responsibilities
1. W W W . H O S P I T A L I T Y N U . B L O G S P O T . C O M
DUTIES AND
RESPONSIBILITIES
2. RESTAURANT MANAGER
Job title- Restaurant manager
Reports to – Food and beverage manager
well versed in F&B and all licensing laws
set up and maintain the standards
staffs (in the restaurant) reports to him
staff discipline and decides duty rota
monthly budget and participates in menu planning
maintains guest liaison and handle complaints if any
staff hiring, training and appraisal
Month end stock taking
intra and inter departmental communication is through him
generates the various daily & monthly reports
sanctioning authority for the staffs’ leaves
link between the management and the junior staff
3. Senior Captain/Head waiter
(Maitre d’hotel)
He relieves the assistant restaurant manager on his day off
reports to the restaurant manager
He is responsible for
service aspect of the restaurant
allots the stations to the captains
supervises grooming check and briefing
well versed in service technique and liquor laws
V.I.P. guests are attended by him
prepares the duty roster for the staff and gets its approved by
the restaurant manager
Helps the manager to generate various reports
Taking stock of linen, maintaining linen register and deciding
the number of cycles for linen considering the laundry
4. Hostess (Maitre d’hotel de reception)
This person is generally a lady who in charge of receiving
the guests and taking him or her to the particular table
She takes the table booking and on receiving the guest
takes the guest to the particular table
She gets the comment register/ card filled up by the guest
and takes the general feedback from the guest
She should be pleasant in her behavior
She updates the booking diary and passes all the relevant
information to the restaurant brigade & restaurant
manager
She should be tactful enough to handle situations of
complains from the guest
In case of a VIP guests she is the one to present the check
to the guests
She assists the restaurant manager in doing the sales call
for the restaurant
She should be well versed with the current affairs and the
state laws pertaining to restaurant such as dry
5. Physical appearence
o Neat, clean and Crisp uniform
o Finger nails should be clean and trimmed.
o Clean shaved
o Polished shoes
o No jewellery for boys, girls with minimum
jewellary (wedding ring is allowed).
o Hair should be trimmed, girls should tie in
bun.
o Bad mannerism should be avoided.
Attributes of server
6. Qualities of “Service Professional
Behavioral Traits
Deal with guests with on-going personal concern
Knowledge
o Facts of Area, Restaurant, Food and Wine
Proficiency
Work to improve skills and add to skill base
Attentiveness
Knows the “state” of the dining room ( 1 “n”)
Preparedness
Mise en Place
Efficiency
No “empty hands”
7. Qualities of “Service Professional
Behavioral Traits
Persuasiveness
Subtle sale technique to express caring
Loyalty
Don’t blame the kitchen; sense of “ownership”; be a team
player
Honesty
Guest must be able to trust staff
8. Qualities of “Service Professional”
Behavioral Traits
Politeness
Open doors, pull chairs, give directions,
treatment of fellow staff
Dependability
Can your employer count on you?
Composure
No idle chit chat. Proper discussion is about
the meal and its service. (host stand hangout)
Sensitivity
“read” the guests needs
Tact
Guest vs. Chef
9. Salesmanship
A good waiter should be able to sell anything. He / She should be interactive
without being intrusive. Communication skills are of utmost importance.
It is very important to be knowledgeable about the product one is selling.
It is also important to enjoy the job as only then the waiter can make the
guest happy.