Analysis of the management structure of a public catering enterprise. General food. Organizational structure of public catering enterprise - presentation. Catering business management

The features of the functioning of the restaurant industry as a structural unit of the hotel complex are as follows:

· The services provided to the hotel clients are classified as additional;

· The cost of services for providing guests with breakfast, as a rule, is included in the cost of staying at the hotel;

· For catering establishments there is such a contingent of visitors as those living in a hotel;

The share of the profit of public catering in the total profit of the hotel complex is significantly higher than the share of profit from others additional services.

The last feature of the restaurant business is not always typical in the modern situation. As A.L. Lennik and A.V. Chernyshev, a few years ago any manager would have answered that the basis of the hotel's income is a restaurant and that it is impossible to imagine the existence of a five-star hotel without this establishment. Currently, the situation has changed, modern managers are not so categorical, as they have become convinced from their own experience of the difficulty of obtaining a high income from the sale of food and drinks in a restaurant (which makes us look for unconventional ways to bring them to the consumer). A restaurant today is no longer a stable source of income; on the contrary, the economic situation, which makes them save on everything, forces hotel owners to close their restaurants in hotels or rent them out.

Catering service Is a department of the hotel that provides services to guests in restaurants, cafes or bars of the hotel, decides on the organization and maintenance of conferences, banquets, presentations, etc. This service includes:

· Section for cleaning and washing dishes;

· Restaurant (s);

· Banquet service;

· Room service;

· Catering service.

Kitchen is a manufacturing center. Orders for the production of specific products (dishes) come from the restaurant from the waiters (on the basis of the menu compiled and offered to customers), as well as from the banquet hall, which works by prior order. In the kitchen, the chefs prepare the necessary meals.

Usually the kitchen is cleaned at night so as not to interfere with the work of the chefs. Intermediate cleaning takes place in the afternoon - between lunch and dinner.

A restaurant- a catering company that provides guests with a wide range of dishes, drinks, confectionery, including branded and complex cooking. The high level of service in restaurants is provided by qualified chefs, waiters, head waiter and is combined with the organization of recreation and entertainment.

There may be several restaurants in the structure of hotel complexes, or there may not be a single one. In large hotels that are part of well-known hotel chains, there are usually two restaurants - a fashionable brand name and a small one with low prices for food and drinks. Restaurants in hotels serve both the guests staying in them and the general public. They also organize service for solemn and official receptions, meetings, conferences, congresses, provide guests with other services: sale of souvenirs, flowers, hotel room service, etc. Most restaurants provide music and concerts.

The specificity of breakfast in a hotel restaurant is that almost all guests have breakfast at almost the same time. At the same time, the majority is in a hurry to go on business and expect quick service. Hence, the most common type of service for breakfast is the buffet, the abundance of which is determined by the class of the hotel.

Rice. President-hotel restaurant

Rice. Hotel restaurant Baltschug Kempinski

Rice. Restaurant Holiday Inn Vinogradovo

Rice. Hotel Metropol restaurant

Rice. Hotel Tatiana restaurant

Rice. Restaurant "Russian Cellar" of the Marriott Grand Hotel

In addition to restaurants, a large hotel necessarily has several smaller catering establishments: bars, cafes, buffets, etc.

Bar Is a specialized catering company providing guests with a variety of drinks, desserts, sweet dishes and snacks. The bar has the opportunity to relax in a cozy atmosphere, listen to music, have fun.

Bar is a small restaurant where visitors are served at the counter, as well as the counter itself, the bar produces and sells a wide range of mixed, strong alcoholic and low-alcoholic and non-alcoholic drinks, snacks, desserts, confectionery products, and also creates conditions for their consumption at bar counter or in the hall.

Rice. Hotel bar Iris congress hotel

Rice. Hotel bar Katerina

Bars can be classified according to their location in the hotel building:

· The lobby bar serves as a convenient place for meetings and conversations. If properly managed, such a bar can be a good source of profit;

· The restaurant bar is traditionally the most attractive element of the restaurant interior;

· Auxiliary bar - in some large hotels an additional bar is required, which is a retail point located in the back of the hotel building, on the floor. In large hotels, there may be several of them. Here stocks of wines, beer and other drinks are concentrated for serving guests directly in the rooms;

· Banquet bar is located in the banquet hall. Used exclusively for serving banquets and conferences. Since these events are usually associated with the simultaneous service of many people, often several temporary tables with bottles are set up at different points in the room. As a rule, the banquet bar has a large stock of expensive and popular wines, liqueurs, beer and other drinks;

· Pool bar. Any high-quality hotel (not only a resort) is unthinkable without a pool and a bar, where guests can relax with a glass of any drink;

· Mini-bars - small bars with a refrigerator in the guest rooms. They are designed to supply guests with drinks at any time of the day. The minibar key is usually included in the package that the guest receives from the reception. If the guest is not going to use the bar, he may not take this key. The stock of drinks in the minibars is replenished daily, and the cost of the drink is additionally included in the total bill;

· Night bars;

· Sports bars.

Rice. Banquet service

Rice. Lobby bar of the Savoy hotel

Rice. Lobby bar of the hotel Orlyonok

Rice. Lobby bar of the Baltschug Kempinski hotel

A cafe- a small restaurant that produces and sells a varied assortment of dishes, products and drinks in a limited range compared to a restaurant and taking into account specialization. As a rule, cafes sell coffee, tea, soft drinks, snacks, hot second courses.

Cafe is a catering enterprise that provides guests with a limited range of food and drinks, flour confectionery, fermented milk products in combination with recreation and entertainment. Most hotel complexes in their structure, along with restaurants, prefer to have a small cafe.

Although restaurants, bars, cafes within hotel complexes are intended for the first-priority service of guests, in most cases they are generally accessible. Catering establishments as part of hotel-clubs, boarding houses serve only their guests.

Banquet service provides banquets, catering for conference participants and other similar events in restaurants and banquet halls of the hotel.

Rice. Banquet service at Holiday Inn Vinogradovo

Providing the possibility of banquet service is one of the most important requirements for business hotels. To do this, in the premises of catering establishments located in the hotel complex, along with the main restaurant hall, there should be special banquet halls (possibly, several halls of different capacities and for different types banquets), and also requires personnel with the appropriate knowledge and practical skills.

The hotel's banquet service can simultaneously prepare a variety of events and sometimes even hold them within the same day. The work of the banquet service has both positive and negative features. The positive features include an increased (in comparison with a restaurant) price, guaranteed occupancy (number of guests), relatively low labor costs. The disadvantages are the difficult activity of obtaining orders for banquets and, as a result, frequent downtime of the banquet room. Nevertheless, even small European hotels (the number of rooms 100-150) have on average 5-10 banquet halls, and in large hotels (over 200 rooms) the number of such halls can reach twenty, since with successful operation the banquet service can reach second place in terms of income (after the number of rooms).

The organization of any banquet includes the reception and ordering, preparation for the banquet, service. Organized, clear work on preparing for the banquet service depends on how detailed and timely all the details of the banquet are agreed between the customer and the restaurant management. Therefore, it is advisable that the one who will directly supervise the preparation of the banquet and serving the guests was informed in detail about the features of this order.

Banquet service orders are taken directly by the director, head waiter or banquet service manager. An order for holding an event is made out for each event separately and contains the main information about what should happen and when, i.e. memo for customers and service personnel. It can be done in writing or orally (by phone, as a result of the visit). In any case, the following must be agreed:

· the date of the;

· A reason for arranging a banquet;

· Venue of the event (name or number of the banquet hall);

· Start and end time of service;

· number of participants;

• whether any of the VIPs will be present and what type of special attention should be paid to them;

· Sample menu;

· Opening hours of the bar;

· The type of drinks, when and how they should be served;

· Time of serving snacks and meals;

· Details of service at the table;

· The cost of serving one person and the entire banquet;

· terms of payment;

· Address and telephone number of the customer.

All these details must be confirmed by the client. Usually the client is sent two copies of the order, one of which is intended for the client, the second he signs and returns to the organizers of the banquet.

In the attached letter, the client is thanked for choosing this particular hotel and notes the importance for the hotel to have such a client. Numerous phone calls let you clarify details and let you know how the case is progressing. The number of guests specified by the client must certainly be specified several times so that there are no overlaps.

Searching for clients for a banquet room is a very specific procedure: it depends on the location of the restaurant, the market segment in which it operates, etc. It is difficult to give any general recommendations here - it all depends on the banquet manager's ability to find clients.

As for placing an order and holding a banquet, this procedure can be divided into several stages.

1. Offering the customer (and discussing with him) a menu, drinks, microphone, cinema or video installation, etc. A standard set of banquet services includes:

· Rent of the hall;

· Selection of menus and drinks;

· Decoration of tables and hall;

· Musical accompaniment (at the request of the customer);

· Printing works (invitations, cards with the names of guests);

· service.

It is impossible to provide a separate menu for each guest at a banquet. You have to rely on some average taste. Usually, the variety is limited to the choice of the second course from two possible ones (meat or fish, beef or chicken). It is advisable to clarify whether all guests can use standard dishes, and, if necessary, an individual menu can be provided for individual guests.

2. Conclusion of an agreement, which stipulates the menu, price, number of guests, arrangement of tables in the hall. Usually, when placing an order, a deposit is paid (30-50% of the cost). If the client refuses the banquet in less than 3-5 days, the deposit will not be returned.

The rental price of the premises itself usually depends on the value of the order itself: the more expensive the order, the lower the rent.

3. A week before the banquet, the menu is sent to the appropriate services, which must provide the required number of service personnel (waiters) and equipment (tablecloths, dishes, etc.). 2 days before the banquet, the final agreement is made with the customer, primarily according to the number of guests. Usually this number is determined "with a margin" of 5-10%. It is advisable to clarify the number of guests 10 days before the banquet, a week, 3 days in advance and, finally, 2 days in advance. One day before the banquet, no changes can be made to the contract. One of the main features of banquet service is the need to attract an additional number of waiters to serve guests, often "from the outside". These waiters are not familiar with the restaurant, its technology, do not know each other. Therefore, they must work under the direction of the restaurant staff.

4. At least 30 minutes before the start of the banquet, the banquet manager meets the customer, escorts him to banqueting hall and together with him conducts the last check of the readiness of the premises, tables, additional equipment, as well as auxiliary premises (toilet, cloakroom). Alcoholic drinks are opened in the presence of the customer.

First, cold snacks are served with fish snacks, oil and fresh vegetables, followed by snacks from meat, poultry and game. After the cold fish appetizers, the waiters replace the used dishes and utensils with clean ones for cold meats. After cold appetizers, hot dishes are served, then first and second hot dishes, dessert, fruits and hot drinks.

1.5-2 hours after the start of the banquet, there is usually a break for 30-40 minutes so that guests can smoke, dance. At this time, the waiters are tidying up the tables, airing the room, preparing the next dish to be served.

When accepting an order for banquet service, the customer is offered to get acquainted with the room for the banquet, agree with it a plan for arranging tables, places for honored guests (if it is a banquet at the table, then the plan for placing guests at each table separately, based on the norm of 60-80 cm per one person), an approximate design of the banquet hall.

When ordering, it is specified whether guests will be served a cocktail-aperitif, whether flowers are needed for decoration, music during the banquet and a place for dancing.

It is very important that the staff involved in the marketing of banquet services are provided with the appropriate technical and visual aids, such as, for example:

· Possibilities of technical equipment of events with computers, stage, dance floor, lighting, microphones, musical instruments;

· The image of various arrangements of tables and chairs;

· Color slides, photographs of buffets of various price levels and configurations, cold snacks, hot and cold dishes offered in the menu;

· Photographs and videos of the events held.

Banquet orders can be accepted many days in advance. Despite the fact that an approximate menu of dishes was negotiated when accepting an order, it is usually agreed with the customer 2-4 days before the banquet.

When serving banquets held on a special occasion (birthdays, weddings, corporate events, anniversaries), programs corresponding to the event must be drawn up.

On the banquet table, according to the plan of guests' accommodation, a card is usually placed on the device of each participant of the banquet-reception, in which the surname and initials, and sometimes the titles of the invitees, are indicated.

When holding various anniversaries, family celebrations, banquets on the occasion of signing contracts, concluding business agreements, a buffet banquet is also organized.

A special feature of serving a banquet-buffet is that guests eat and drink while standing at tables that do not have chairs. The menu of such a banquet includes cold and hot appetizers, standing main courses, desserts and hot drinks. Snacks should be served in small, fork-sized portions. so that you can eat them without using a knife. Hot snacks and meals are also served in small portions so that only a fork can be used.

Banquets-buffets provide for an unregulated stay of guests. They are economical: with equal areas of the hall at a banquet-buffet, you can serve 4-5 times more guests than at a banquet at the table.

Cocktail banquet - a banquet at which small portioned snacks are served in the form of sandwiches, cakes, cookies, etc.

The advantage of the "cocktail" type of service is that you can receive many guests in a small room, and you do not need a lot of furniture, dishes, table linen. The cocktail time is short, the cost of organizing it is much less than for other types of banquets. Guests are free to come at different times. Banquet tables are not arranged.

During the banquet, the manager keeps in touch with the kitchen: he must inform how many guests have come, when what to serve, etc. One of the specific features of serving banquets is that the waiters leave the hall after changing dishes.

When preparing for a banquet, it is necessary to determine the number of waiters and other employees required to serve it. The required number of waiters is determined depending on the complexity of the menu, the frequency of changing devices, the distance of the banquet table from the distribution, service, dishwasher, buffets, location of utility tables, availability of dishes, etc.

Directly on the day of the banquet, the manager or the head waiter conducts briefing with the waiters, during which he informs them who and in honor of whom or what event the banquet is being held, specifies the time of the beginning of the banquet, the number and approximate composition of its participants by nationality, gender, age, etc. ., acquaints the waiters with the plan for arranging tables, the number of guests at each of them and the plan for placing banquet participants at the table, informs the menu of dishes and drinks, specifics of the banquet table setting, specifies whether an aperitif will be served, what drinks and snacks will be served during the aperitif, how long will it last, where to serve coffee and tea, how many coffee tables will have to be served.

The concept " room service"Was used for some time in relation to any service of guest rooms in a hotel. Nowadays, it is used in a narrower sense - serving food and drinks to the rooms.

A first-class hotel must have Room Service, even if it is unprofitable. However, with proper organization, this service can provide up to 15% of the hotel's income. The Room Service menu is usually limited (sometimes it is prepared separately from the restaurant menu), but in upscale hotels you can order any dish from the restaurant through this service. The food is delivered on trolleys in special containers that provide the required food temperature. The main part of the load of this service falls on breakfast (up to 70%), and, as a rule, up to 3/4 of all morning orders are the simplest "continental" breakfast. In large hotels, Room Service is available around the clock. Prices in this service are usually higher than those in restaurants.

Service in hotel rooms requires special training of staff. It is connected not only with the fulfillment of the guests' wishes, table setting, the sequence of serving dishes, service technique, but also with the rules of conduct of the staff in the room. That is, one must always be in a state of readiness, when everything that may be required should be at hand.

Hotel clients make orders by phone directly to the head waiter, as well as to the maids who keep in touch with the head waiter. In large hotels, orders can be taken by the duty or senior waiter. Orders to this service can also be received on a card in which the guest marks the menu and the time of serving and hangs it on the handle of his room outside in the evening. The main thing in the work of the service is the speed of delivery, so a special service elevator is usually required. Some hotels, in order to avoid delays in the fulfillment of orders, during the busiest hours for this service, transfer elevators to it for exclusive use.

When accepting an order in mandatory it is necessary to take into account and record the following data:

· The number of the room in which breakfast, lunch or dinner should be served;

· The number of guests served;

· Detailed name and quantity of ordered dishes, snacks, drinks;

· Time of order acceptance;

· The time of placing the order.

Having accepted the order, the head waiter hands it over to the direct executors: the waiter, the kitchen workers. Modern hotels (or "latest generation" hotels) have a special kitchen for room service orders adjacent to the main kitchen. This allows us to offer guests a more varied menu, specifically tailored to room service.

For service in hotel rooms, special tableware and appliances are used (metal deep dishes with lids, metal coffee pots, kettles, creamers, various supplies, appliances and equipment for heating and maintaining the temperature of hot meals and drinks directly in the room), rectangular trays, service trolleys of various designs, lightweight folding portable tables.

There are many definitions and wording catering... Moreover, each specialist in this business have their own understanding of this type of activity. Nevertheless, I will try to give a definition of catering, which is based on the experience of joint activities with Western management in the hospitality industry, where this concept actually came from. Catering refers to activities related to the organization and conduct of various business rituals (business receptions, exhibitions, presentations, press conferences, forums, congresses, conferences, symposia, seminars, and other events).

Often the concept of catering is associated exclusively with banquet service. However, this is not quite true.

Catering (from the English. catering) - provision of catering services outside the premises of a cafe or restaurant. This service of picnics, outdoor events, festivals, celebrations, weddings and buffets is carried out with the help of professional managers. Catering services allow customers to arrange a mini-restaurant anywhere and at any time.

Catering offers the following services:

· Cooking according to a pre-approved menu;

· Table setting and service;

· Provision of furniture, crockery and cutlery;

· Provision of musical accompaniment;

· Delivery of everything you need to the venue.

Catering often includes a pre-prepared and packaged meal service.

By the nature and types of catering is:

· in room;

· Outdoors (outdoors, in nature);

· individual;

· Traveling (for example, exit sale from a car);

· Retail sale.

In general, catering is a catering business. The term was coined by the Americans. Cater - to supply food, to serve a visitor, to try to please. Originally, this word denoted a person or business that supplies food, dishes, drinks, and everything needed for any kind of social event.

The term “catering” - catering - refers to the type of activity of a company that supplies food, dishes, drinks and everything needed to organize any social event. There are three main types of catering:

· Organization of off-site services in the premises - in addition to catering, the client is offered a suitably equipped room (banquet hall). This type has a lot in common with traditional restaurant service, however, in this case, the event takes place on the territory chosen by the customer;

· Organization of field service outside the premises;

· Delivery of food to the client's office.

In this work, we are only interested in the first two types of catering.

The first two categories of events can take the form of regular off-site buffets or banquets. At the same time, projects developed in advance for the evening are offered, the room is decorated in a standard way, utensils and textiles corresponding to the decor are used, the staff is dressed depending on the time of year and the venue of the holiday. Special projects - more creative work for the contractor, since the customer stipulates the concept and topic of the project being organized. The idea of conceptuality, known in the "stationary" restaurant business, is also common in field service, so the customer can be offered various kitchens, various concepts of entourage, design. For such events, decorations are specially created, uniforms, tablecloths, napkins are sewn, glass and dishes are ordered.

Preparation for such projects takes 1-1.5 months, requires the creation of a special working group and long-term painstaking work. Of course, this service option will cost the customer a lot, but it is very effective.

This form of service is interesting for organizers not only because it makes a profit, but also because it gives an opportunity for self-expression, creativity and improvement of professional skills. It is very convenient for the client when professionals come to him or to the territory he has rented and arrange his own, personal restaurant in a rather short time. If the celebration of an event takes place in an ordinary restaurant, then not all guests find the atmosphere familiar and pleasant, some long time may feel uncomfortable. In addition, it is not always possible to close a restaurant and place it at the disposal of only one group. The presence of strangers who have nothing to do with the gathered company can also ruin the holiday. Best option- take guests out into the countryside or invite them to a room rented in advance, where there will be no one except the invited and friendly staff. An order of this kind can come from both an organization and a private person who, having a country house or some other venue, would like to have a party.

The organization of off-site events has a number of specific features: it is necessary to prepare everything in advance (it is impossible to bring missing cutlery or dishes), therefore, the entire scenario of the event is signed by the minute and a lot of equipment and inventory is duplicated. Before each event, it is advisable to draw up a list of necessary things and equipment, which is double-checked - by the project manager and the head of the catering service.

Today, the technical capabilities and the level of qualifications of catering hotels allow an event to be held literally in an open field. Lack of water, electricity, heat, and a roof over their heads are no longer obstacles for many hotels. Therefore, the client's imagination when holding off-site banquets is limited only by his budget.

Off-site events service is an additional service for those guests who have already held events in the hotel halls and were able to appreciate its cuisine and level of service. For clients ordering an off-site banquet service, the brand of the hotel and its level of service play a decisive role in choosing a hotel as an organizer of an off-site event. The circle of clients who come to the hotel for events outside its walls is usually stable. Usually these are regular customers of the hotel who have already held their events in its halls, or companies whose offices are located in the immediate vicinity of the hotel.

However, it is a mistake to say that hotel catering is necessary only to maintain the image of a high-end full service hotel, as it is a profitable activity for the hotel. It would be more accurate to say that the hotel's high reputation in the market will serve as a guarantee of its success in the field of catering services. Off-site banquets are considered a kind of "aerobatics" in restaurant business therefore, many hotels see it as an effective marketing tool to strengthen their market position or attract new customers.

An off-site banquet differs from the events held in the hotel halls, where everything is familiar and everything is at hand. It requires special skills, organization and team cohesion. In other words, its organization requires special professionalism. Thus, not only the high reputation of the hotel is maintained, but also new customers are attracted from those who were once a guest at one of the receptions organized by the hotel.

Rice. Catering services for employees of the travel agency "Capital Tour"

The essential difference, or rather the advantage, of catering organized on the basis of a hotel from independent catering companies lies in several key points. First, as a rule, the hotel has its own halls, specially equipped for various types of events. Secondly, being in the structure of a hotel with great financial capabilities, the catering service has the ability to maintain a permanent staff of employees (in particular waiters and cooks), and also has an extensive technical base(a complete set of professional equipment and furniture for catering).

In conclusion, it is worth noting certain features of catering as a type of business. Of course, it is much more difficult to implement than a restaurant one. The technology for preparing and holding events is somewhat different than in a restaurant. If the client is served in a restaurant day in and day out, catering should prepare for events in advance. Sometimes the preparation process takes a week or more. Indeed, in addition to catering, the concept of catering includes the provision of a wide range of additional services for various types of events. All this requires additional time expenditures. In addition, if a restaurant has approximately the same action plan for employees every day, then in catering everything is completely different. Each event in its own way, is unique, has its own conditions dictated by the client. The program of one event can be very busy. For example, a corporate forum of a company may include a conference, several coffee breaks, seminars, round tables, lunch, press conference and, at the end, a friendly reception. All these activities included in the program of one day require different forms organization (using various equipment) and service style. Specially equipped meeting rooms play a huge and sometimes decisive role in this business. The presence of all these factors requires high professionalism, efficiency and coordination of actions from the staff of the hotel catering service.

Example restaurants of the Marriott Grand hotel.ppt

Example restaurants of the Marriott Royal Aurora Hotel.ppt

To perform the functions of managing enterprises, public catering organizations, an appropriate structure of the management system is created, which is a set of specialized units interconnected by the process of adoption and implementation. management decisions... In relation to a separate enterprise (association) of public catering, it can be a workshop, typical for large, workshopless - for small businesses.

The scale of the structure of the control system is the degree of detail in the presentation or graphical representation of the structure. Distinguish between: the macrostructure of the control system, the links of which are control bodies (control subjects that are legal entity); mesostructure Meso ... .., mez (from the Greek mesos middle intermediate part, meaning: occupying an average, intermediate position or characterized by an average, moderate size of something. Prokhorov AM Illustrated Encyclopedic Dictionary Moscow “Great Russian Encyclopedia” 1997 .421, which is made up of structural divisions; microstructure, the links of which are workers (jobs), and management tools.For example, the links of the management system on the scale of the macrostructure of the Ministry of Trade, on the scale of the mesostructure - linear functional structural divisions of public catering associations (director and his deputies , departments: production, catering, economic planning, personnel, etc.)

Structural subdivision- a link in the control system on the scale of the meso- and microstructure, for example, the functional departments of the primary economic organization Catering.

A link is a structure-forming element of a control system, a subsystem. Depending on the scale of the structure of the management system, management bodies, structural divisions, employees or technical means control systems. The links of the control part of the system are called controllers or control subjects, the links of the control part of the system are called controlled or control objects. A necessary and sufficient condition for the selection of a system element as a control link is the assignment of at least one control function to it.

The Ministry of Trade, in accordance with the approved general scheme for trade management, has identified the links of the existing structure of the public catering management system (the scale of the macrostructure):

· the main link - associations, catering and non-trade activities (material and technical supply, construction, production and technological, etc.)

· top echelon - Department of Commerce, Department of Commerce and Catering.

Links between links can be of two types: vertical (subordination and leadership) and horizontal (cooperation of equal elements). Vertical communications are subdivided into linear (obligatory subordination on all management issues) and functional (subordination on a certain group problems). To characterize horizontal ties, an indicator of the total number of employees with whom contacts are established in the management process is used.

The boundary between the subordinate control subsystems is the control level. In a hierarchically structured system, there are at least two levels of control, and their total number is determined by the complexity of the interrelationships of the control objects of the lower level, which together form the controlled part of the system.

It is necessary to consider the requirements for the organizational structures of management.

1. The ability to reflect the content of the body's activities, the main elements of management, goals, methods, principles, functions, stages and stages of decision-making and implementation.

2. Flexibility - the ability to respond to changes in socio-economic, organizational and technical conditions.

3. A minimum of steps in the hierarchical ladder.

4. Minimum time for passing decisions, orders, orders from the higher management to the immediate executors.

5. The organizational structure should ensure the effective distribution of functions by divisions - management levels, exclude duplication of functions at different levels, assume the need for and the possibility of its continuous improvement.

6. The relative uniformity of the loads on each subdivision of the management apparatus, the conjugation of individual links and stages, which should be interconnected by common goals, the solution of certain problems and tasks.

An important problem in the formation of the management structure is the creation of not only the structure as a whole, but also its management bodies. The structural divisions of the governing bodies can be grouped into the following groups:

· Management- these are those employees who manage all structural divisions of the management body (head, his deputies, collegium, etc.);

· Branch structural divisions- manage individual parts of the control object;

· Functional structures subdivisions implement any one management function (for example, management of the Ministry of Commerce: financial, personnel, social development, accounting, control and auditing);

· Subdivision support structures, ensuring the work of the governing body (management of affairs).

Depending on the characteristics of the structure, economic activity and other factors in public catering, linear, linear-functional (combined), program-target management structures are used.

Linear management structure characterized by the fact that all functions are concentrated in line links and each employee is subordinate to one manager and receives instructions from only one manager. This eliminates the receipt by subordinates of contradictory and unrelated tasks and orders, increases the responsibility of managers for the results of work.

Linear structure of public catering enterprise management.

The disadvantage of this structure is that each of the controls has relatively little ability to solve functional problems that require specialized knowledge. Since functional departments are not created, the manager must have versatile knowledge of all management functions carried out by employees subordinate to him. This limits the manager's ability to good governance enterprise. The use of a linear structure is justified in small catering establishments.

Linear-functional (combined) structure based on a close combination of linear and functional relationships in the management apparatus. It provides such a division of labor in which the line links make decisions and manage, and the functional ones advise, inform, coordinate and plan. economic activity... The organization of functional actions is based on a linear principle. The head of the functional department is at the same time the line manager of the employees directly subordinate to him.

The heads of all functional links are simultaneously included in the linear management system of an organization, an enterprise. In this case, the relationship "manager-subordinate" is built on a hierarchical line in such a way that each employee is accountable to one person. The heads of functional services exercise their influence on production, trade, management departments, formally not having managerial rights.

Linear-functional structure is applied on large enterprises, public catering associations. The linear-functional structure of the management apparatus relieves the head of a whole range of functions, for the performance of which qualified specialists. However, it has several disadvantages. In complex production systems with ramified functional services, it becomes more difficult for a manager to effectively coordinate their activities, even with a staff of deputies. The linear functional structure is also characterized by weak horizontal connections between functional departments... Therefore, some of the similar management functions are often performed with insufficient coordination. The constant need to coordinate the decisions made at the highest level due to the variety of horizontal ties causes a significant slowdown in the timing of goals, a decrease in the quality of decisions made, and an increase in management costs.

Most effective solution problematic tasks ensures the application target-oriented management structure which is based on integrated management the whole production system focused on a specific goal. The basis of the program-target structure is made up of specially created management bodies that carry out organizational and specialized management of the implementation target program... The use of program-targeted management ensures the timely introduction of effective scientific and technical developments in production and management, relieves senior managers from the functions of operational management by bringing the program management bodies closer to the performers and creating direct horizontal links between them, allow the use of more effective system control over the implementation of work under the program.

The types of program-targeted management used in organizations and public catering establishments include project management.

A public catering enterprise is an enterprise dedicated to the production of culinary products, flour confectionery and bakery products, their implementation and organization of consumption. Catering is an industry National economy, which is based on enterprises characterized by the unity of forms of organization of production and customer service. It is a private enterprise, its legal form is a limited liability company (LLC "Peterhof"). Located within the city, it has good access roads and an equipped guarded parking lot.

Opening hours:

Sun - Thu: 11:00 - 23:00

Fri - Sat: 11:00 am - 3:00 am

Cuisine: the restaurant's menu is developed under the guidance of an experienced chef, thanks to which visitors have the opportunity to order truly delicious dishes. The optimal combinations of products are selected, and the unusual design only whets the appetite.

Halls of the restaurant: the restaurant is divided into 2 halls. The interior of the common hall for 60 seats made in high-tech style with a predominance of light colors, glass and metal. The VIP room for 20 seats is decorated in darker and noble colors and furnished with more comfortable and cozy furniture. The atmosphere of the restaurant is ideal for holding family celebrations, weddings, and parties, buffets and banquets. In the evenings, live music sounds in the VIP-hall, and in the common hall each visitor can show off his talent in karaoke. In addition, there are two billiard tables in a separate comfortably equipped room, where everyone can fight in a fair fight with friends or business partners.

The prestige of the establishment: the high quality of dishes prepared from fresh products is guaranteed not only by the high professionalism of the chefs, but also by strict adherence to the proven technology based on modern kitchen equipment. The set meals offered by the restaurant will not leave any client indifferent, especially since the excellent work and first-class service ensure the fulfillment of your order in record time without any loss in quality. At the same time, the variety and sophistication of the dishes presented in the restaurant's menu attracts true connoisseurs here even in the evening.

Additional services: The restaurant "Peterhof" does not provide services for the delivery of customers yet (but plans in the future). But a free taxi call is guaranteed to you.

Prices: the cost of dishes does not exceed the average in the city, the cost of service is 10% of the order amount (which, accordingly, assumes no tips), for regular customers and organizations there is a system of discounts (from 5 to 20%).

The choice of the organizational structure of management.

To perform the functions of managing enterprises, public catering organizations, an appropriate structure of the management system is created, which is a set of specialized units interconnected by the process of making and implementing managerial decisions. In relation to a separate enterprise (association) of public catering, it can be a workshop, typical for large, workshopless - for small businesses.

Structural unit - a link in the management system on the scale of meso- and microstructure, for example, functional departments of the primary economic organization of public catering.

A link is a structure-forming element of a control system, a subsystem. Depending on the scale of the structure of the management system, management bodies, structural divisions, employees or technical means of the management system can act as its links. The links of the control part of the system are called controllers or subjects of control, the links of the control part of the system are called controlled or objects of control. A necessary and sufficient condition for the selection of a system element as a control link is the assignment of at least one control function to it.

Links between links can be of two types: vertical (subordination and leadership) and horizontal (cooperation of equal elements). Vertical communications are subdivided into linear (obligatory subordination for all management issues) and functional (subordination for a specific group of problems). To characterize horizontal ties, an indicator of the total number of employees with whom contacts are established in the management process is used.

It is necessary to consider the requirements for the organizational structures of management.

The ability to reflect the content of the body's activities, the main elements of management, goals, methods, principles, functions, stages and stages of decision-making and implementation.

Flexibility is the ability to respond to changes in socio-economic and organizational-technical conditions.

A minimum of steps in the hierarchical ladder.

A minimum of time for passing decisions, orders, orders from the higher management to the immediate executors.

The organizational structure should ensure the effective distribution of functions by divisions - management levels, exclude duplication of functions at different levels, assume the need for and the possibility of its continuous improvement.

The relative uniformity of the loads on each subdivision of the administrative apparatus, the conjugation of individual links and stages, which should be interconnected by common goals, the solution of certain problems and tasks.

Management is those employees who manage all structural divisions of the management body (head, his deputies, collegium, etc.);

Sectoral structural divisions - manage individual parts of the management object;

The functional structures of the subdivision implement any one management function (for example, the management of the Ministry of Commerce: financial, personnel, social development, accounting, control and auditing);

Subsidiary structures of the unit that support the work of the governing body (management of affairs).

Depending on the characteristics of the structure, economic activity and other factors in public catering, linear, linear-functional (combined), program-target management structures are used.

The linear management structure is characterized by the fact that all functions are concentrated in the linear links and each employee is subordinate to one leader and receives instructions from only one leader. This eliminates the receipt by subordinates of contradictory and unrelated tasks and orders, increases the responsibility of managers for the results of work.

Linear structure of public catering enterprise management The disadvantage of this structure is that each of the management bodies has relatively little ability to solve functional problems that require special knowledge. Since functional departments are not created, the manager must have versatile knowledge of all management functions carried out by employees subordinate to him. This limits the manager's ability to effectively manage the enterprise. The use of a linear structure is justified in small catering establishments.

Linear-functional (combined) structure is based on a close combination of linear and functional links in the control apparatus. It provides such a division of labor in which the line links make decisions and manage, and the functional ones advise, inform, coordinate and plan economic activities. The organization of functional actions is based on a linear principle. The head of the functional department is at the same time the line manager of the employees directly subordinate to him.

The linear-functional structure is used in large enterprises, public catering associations. The linear-functional structure of the management apparatus relieves the head of a whole range of functions, for the performance of which qualified specialists. However, it has several disadvantages. In complex production systems with ramified functional services, it becomes more difficult for a manager to effectively coordinate their activities, even with a staff of deputies. The linear functional structure is also characterized by weak horizontal connections between functional departments. Therefore, some of the similar management functions are often performed with insufficient coordination. The constant need to coordinate the decisions made at the highest level due to the variety of horizontal ties causes a significant slowdown in the timing of goals, a decrease in the quality of decisions made, and an increase in management costs.

The most effective solution to problematic problems is ensured by the use of a target-programmed management structure, which is based on the integrated management of the entire production system, focused on a specific goal. The basis of the program-target structure is made up of specially created management bodies that carry out organizational and specialized management of the implementation of the target program. The use of program-targeted management ensures the timely introduction of effective scientific and technical developments in production and management, relieves senior managers from the functions of operational management by bringing the program management bodies closer to the performers and creating direct horizontal links between them, allows you to use a more effective control system for the implementation of work on program.

The types of program-targeted management used in organizations and public catering establishments include project management.

A linear management structure is used as an organizational management structure in the Peterhof restaurant.

The range of products and its characteristics.

The most important element of managing the processes of serving guests in catering establishments is the menu. He is figuratively called the plenipotentiary representative of the restaurant, who is in constant communication between the company and the guests.

A menu is a list of snacks, dishes and drinks arranged in a certain sequence that are available at the enterprise (in a restaurant, cafe, bar) during the entire opening hours of the halls. When compiling the menu, the following sequence of food offerings should be taken into account:

Specialties.

Snacks (hot and cold).

Main dishes (separately fish, meat, vegetarian).

Sweet dishes.

Drinks (non-alcoholic, hot, alcoholic).

With a large selection of drinks, it is recommended to create a separate menu for them. Beverage offering is critical to the success of most food outlets. Therefore, it is very important to bring to the menu right choice drinks, while taking into account the wishes of guests as much as possible.

Drinks are usually divided into two large groups: alcoholic and non-alcoholic.

Alcoholic drinks, in turn, are divided into three subgroups: wine, beer, alcoholic drinks.

The list of drinks in the menu is carried out in the following sequence:

Domestic wines white domestic red imported white imported red sparkling wine southern wines

Aperitifs white vermouth red vermouth bitter aperitif anise aperitif etc.

Spirits, liqueurs, whiskey, gin, rum, brandy, cognac, calvados, etc.

Domestic imported beer

Mixed drinks cocktails

Non-alcoholic mineral water drinks lemonades juices

Hot drinks coffee tea milk

V last years in the minds of people, the idea that mineral water - component good food. When offering mineral water on the menu, you should submit:

local natural mineral water;

national natural mineral water;

mineral water of international importance;

mineral water without gases;

spring water;

table water. catering strategic turnover

Additionally, the menu may contain descriptions of the taste of the drinks. For example, for wine: the bouquet is delicate, delicate, rich; the taste is semi-sweet, sweetish, sweet, sour, tart, etc. However, such recommendations should not be abused, since after trying the drink, the guest may get the impression that these qualities do not correspond to reality.

When compiling a menu, a distinction should be made between the width and depth of the offer of food and drinks.

The breadth of the offer is understood as a large selection of a wide variety of dishes and drinks. The depth of the assortment assumes the presence of options for dishes from a specific product. A deep assortment is usually offered by specialized enterprises - fish, dairy, vegetarian restaurants, pizzerias, dumplings.

Depending on the contingent of guests served, the type and capacity of the catering establishment, the forms and methods of service used and other factors, there are the following types menu.

A la carte menu. indicates portioned dishes with an individual price for each. This type is most often used in expensive restaurants, where the concept of serving the restaurant allows you to create the most expensive and comfortable conditions.

Table d "hote menu: Offers a choice of one or more options for each dish at fixed prices. This type of menu is widely used by hotel catering establishments because guests find it economical.

The menu "du jour" (du jour) - a menu of duty (day) dishes.

Tourist menu. It is built in such a way as to attract the attention of tourists, emphasizing the cheapness and nutritional qualities of dishes that are essential information for tourists.

California menu. Some California restaurants offer any meal at any time of the day.

Most restaurants have predefined menus that do not change from day to day. These menus are called static menus. The content of static menus may change only due to the inclusion of seasonal products or the replacement of dishes that are not in demand.

The opposite of a static menu is a cyclical menu. It offers a certain list of food and drinks, which is repeated after a certain period.

2.2 Organizational structure of management

The management of the catering organization is based on the general principles of the production management system. Management functions are relatively isolated directions management activities allowing for managerial influence. The management functions reveal the content of management as a process, reflect the type of management

th activity, job duties assigned to a specific structural unit or employee, the appointment of a specific management body.

The changes made to the organizational structure of management are reflected in Figure 10.

Rice. 10. Organizational structure of management

The top manager in a catering enterprise is the owner (director), who exercises direct control over the activities of the manager, whose function is to organize the work of all aspects of the enterprise.

The manager of the cafe is responsible for the organization and results of all trade and production activities, controls the implementation of the plan of indicators for the commercial, economic and financial activities of the restaurant. He is responsible for the culture of serving visitors, the quality of products, the state of accounting and control, the safety of material values, compliance labor legislation... The manager personally solves the issues of selection and placement of personnel. At the same time, the manager disposes of material and monetary funds, acquires property and inventory, concludes contracts and agreements, relocates, fires (in accordance with labor legislation), encourages employees, imposes disciplinary sanctions on them. AAAAAAAAAAAAAAAAAAAAAAAAAAA

The duties of the chief accountant include maintaining accounting records, bringing together the annual balance sheet.

The head of production is obliged to know the basics of labor legislation, the basics of organization production workshops and production in general. Be able to clearly organize production activities subordinates, to carry out a rational organization technological process, as well as be able to use collections of recipes for dishes, know the procedure for compiling a menu, accounting and reporting, a method for determining the norms of waste and loss of raw materials (products). Know the basic safety criteria for culinary products, do not allow products containing potentially hazardous substances of chemical and biological origin. Know and be able to apply in practice methods of quality control of products and services. The head of production bears full responsibility for the production activities of the enterprise, under the leadership of which control over the observance of recipes of dishes, technology of their preparation, inspection is carried out finished products, development of recipes for new dishes

The production manager must ensure compliance with the rules of sanitation and personal hygiene, labor protection and safety at the workplace, and provide timely reports on the use of inventory.

The hall administrator is responsible for accepting goods from the warehouse, resolving conflict situations in the hall of the institution, exercising control over waiters, bartenders, cashiers, and technical personnel.

The hall administrator organizes the work of waiters, forms teams from them; draws up schedules for waiters and other employees of the hall to work.

The links of management include structural divisions, as well as individual specialists performing the corresponding management functions, or part of them.

2.3 Purpose and principles of the menu

Menu is a document designed to inform consumers about the range of culinary and confectionery products, drinks and other goods, their quantitative characteristics (food yields and prices). Like any document, the menu has information about the provider of the catering service, as well as the signature of the person in charge and the seal of the company.

Thus, the menu performs primarily the function of a document, which implies compliance with certain mandatory requirements... Such requirements are regulated by the Rules for the provision of catering services. These include:

The brand name (name) of the offered public catering products, indicating the methods of cooking and the main ingredients included in them;

Information about the mass of portions of finished dishes of public catering products.

In addition to this function, the menu performs a number of informational functions, being business card, advertising carrier.

When structuring the menu, we were guided by GOST R 5076-95 “Public catering. Classification of enterprises ". The menu of the Burburych cafe is structured in accordance with the direction of the enterprise. When creating new dishes, the concept of the cafe, the location, the wishes of the guests of the establishment are taken into account, this work is entrusted to the head of production.

2.4 Organization of production and supply

The essence of the organization of production is to create conditions that ensure the correct conduct of the technological process of cooking.

The shops of the cafe are subdivided into preparation (meat and fish), pre-preparation (hot, cold).

In each workshop, technological lines are organized, equipped with necessary equipment for a specific technological process.

The production premises are located on the second floor and are oriented to the north and northwest.

The area of production facilities ensures safe working conditions and compliance with sanitary and hygienic requirements. The area consists of the usable area occupied by various technological equipment as well as the area of the aisles.

The height of the production premises is 3.3 m. In the premises, the walls are faced with light-colored ceramic tiles to the full height, which improves the conditions for sanitization.

The floors are waterproof, have a slight slope to the drain, and are covered with tiles that meet sanitary and hygienic requirements.

An optimal microclimate has been created in the production premises. Microclimate factors include temperature, humidity and air velocity.

The optimum temperature in the blank and cold shops is within 20-22 ° C, in the hot shop 23-25 ° C. The relative humidity in the shops is 60-70%.

These microclimatic conditions are created by means of a supply and exhaust ventilation device that provides an inflow of fresh air. In the hot shop, in addition to general ventilation, local ventilation is used, above the thermal section-modulated equipment (stoves, pans, deep fryers, bain-marie) there are local ventilation suction devices that are designed to remove vapors. To reduce the effect of infrared rays emitted by heated frying surfaces, the hob area is 45-50 times smaller than the floor area.

Technology and organization of catering services
10010365 Social and cultural service and tourism
10020062 Tourism
08050265 Economics and Enterprise Management
tourism and hotel industry
Institute of Service, Fashion and Design
Department of Tourism and Hotel and Restaurant Business
Teacher: Fominykh I.L.
Topic 2. Organizational structure
catering establishments

Lecture plan
● Composition of subdivisions of enterprises of public
power supply:
- administrative premises;
- industrial premises;
- retail premises;
- warehouses;
- utility rooms;
- Technical buildings.
● Management structure of the catering company;
● Principles of enterprise network management and placement
Catering.
2

Requirements for knowledge, skills and abilities
The student must:
Know:
- Organizational and production structure
catering establishments and its dependence
on the type, class and capacity of the enterprise;
Be able to:
- Offer the best organizational option -
the production structure of the catering enterprise in
depending on the type, class, capacity of the enterprise and
the nature of the production process.
3

Content
Organizational structure of the enterprise
Catering
1. Key concepts
2. Study material
3. Questions for self-examination
4. Recommended reading
4

Key concepts
FRiO - Federation of Restaurateurs and Hoteliers;
Head waiter - service manager in
5
restaurants and bars;
Production personnel;
Service staff;
Organizational structure of the catering enterprise;
The management structure of the catering enterprise.

The entrepreneurial cycle
catering establishments
Legal system
(controlling structure)
Suppliers
goods and services
Mass media
information
6
Tax system
(controlling structure)
Enterprises
Catering
Accounting system
Visitors
Competitors

Composition of divisions of enterprises
nutrition
Public enterprise
nutrition
Control
and organization
Preparation
dishes
Premises
for staff
7
Service
consumers
Warehouse
economy
Technical
premises

Composition of production facilities
catering establishments
Industrial premises
catering establishments
Blanks
(processing of raw materials and p / f)
Finishing
(production ready-made)
Meat shop
Meat shop
Meat and fish shop
Fish shop
Meat shop
Poultry workshop
Vegetable workshop
8
Meat and fish shop

9
Storage
Of the economic
inventory
Storage of negotiable
balls
Cooled
(cameras)
Dry storage
products
Storage of dairy products
Storing vegetables
And fruit
Fish storage
and fish p / f
Storing meat
and meat p / f
Warehouse composition
catering establishments
Warehouses
P.O.P.
Uncooled
(warehouses)

Composition of retail premises
catering establishments
10
Banquet halls
Shopping room
The entrance hall
Lobby,
wardrobe
Commercial premises
P.O.P.

Composition of household and technical
premises of catering establishments
Thermal unit
Linen
Recreation premises
staff
Toilet rooms
Showers
11
Technical
premises
P.O.P.
Trade
premises
P.O.P.
Electrical control room
Supply
ventilation
Exhaust
ventilation

Managment structure
production process
catering establishments
Manager
Manager
for the production
Kitchen
Kitchen
Kitchen
Head production
12
Chef
Pastry chef
Chefs
Confectioner
Chef assistant
Baker
Technical
staff

Composition production personnel

● OST 28-1-95 “Public catering. Production requirements
staff "
Manager
production
Boss
workshops
Baker
Chef
flour
products
13
Industrial
staff
Deboner
meat
Kitchen
worker
Cook
Manufacturer
food
products

Process control structure
catering services
(on the example of a restaurant)
Manager
Manager
for service
Hall
Hall
Hall
Head waiter
14
Doorman
Waiter
Hostess
Bartender
Sommelier
Pom. waiter
Technical
staff

The composition of the service personnel
catering establishments
● GOST R 50935-96 “Public catering. Service requirements
staff "
Head waiter
Cook
on distribution
products
Cashier
15
Waiter
The attendant
staff
Cloakroom attendant
Doorman
Bartender
Bartender
Salesman
store
cooking

16
Service
security
Technical
service
Legal
service
Shopping room
Kitchen
Marketing service
Supply service
Accounting department
Organizational and managerial
structure of public
nutrition
Owner
Manager

Organizational structure of the Federation
restaurateurs and hoteliers (FRiO)
The president
Vice President
foreign policy
Vice President
education, certification system
Vice President
informational
politics, events
Vice President
interaction with government agencies and special.
projects
Vice President
separate direction
Vice President
17
Chairperson
coordinating
advice
Executive
director
Apparatus
Secretariat
Coordination Council

Self-test questions
Organizational structure P.O.P.
1. Describe the composition of business units
Catering.
2. What are the factors that determine the composition and structure
subdivisions of catering establishments.
3. Which premises of catering establishments are grouped together:
- warehouse;
- trading;
- production;
- utility and technical premises?
4. Reproduce the process control structure:
- production;
- service;
- at catering establishments.
18

Recommended reading
1. Smagin I. N., Smagina D. A. Organization of a commercial
activities in public catering. - M .: Publishing house "Eksmo", 2005.
- 336 p.
2. Usov V. V. Organization of production and service at
catering establishments: Textbook for the beginning. prof.
Education. - M .: IRPO; ProfObrIzdat, 2002 .-- 416 p.
3. Skobkin S. S. Service practice in the hospitality industry and
tourism: textbook / S.S. Skobkin. - M .: Magister, 2007 .-- 493p.
4. GOST R 50647-94 “Public catering. Terms and
definitions. "
5. GOST R 50762-95 “Public catering. Classification
enterprises. "
19

Recommended reading
6. GOST R 50764-95 “Catering services. General
requirements."
7. the federal law"On Protection of Consumer Rights".
8. The magazine "Restaurant Vedomosti"
9. Magazine "Contemporary Restaurant"
10. Magazine "Public catering. Business and art. "