Responsible customer service administrator in a restaurant. Job responsibilities of a restaurant manager based on the above goals
The main task of the institution, which leads to success, is to do everything so that the guest is satisfied. Therefore, all the efforts of employees in a shift should be aimed at meeting the needs of your visitors.
Important points of the work of the manager in a shift:
The manager must monitor compliance with company standards service, preparation and serving of food and drinks. In other words, the manager is the guarantor of the implementation of the company's rules. To do this, he must perfectly know all the systems, understand how your restaurant should work, be an expert in standards.
He must be directly involved in serving guests.(cleaning the table, taking out the menu, serving food and drinks). This will allow him not only to help employees if necessary, but also to receive feedback from guests about what they liked and did not like in your restaurant. In addition, this way the manager can immediately deal with possible problem situations with guests.
When compiling a job description for a cafe administrator, it is important to take into account all the control and organizational functions of this profession. In fact, the cafe administrator is the general manager and the right hand of the owner of the establishment, and he is in charge of both the establishment itself and the staff. Customer satisfaction is also supervised by the manager. Read on to learn how to most fully describe all the duties of an administrator, take into account his rights and assign responsibility to him.
Sample job description for a coffee shop manager
The job description does not have strict requirements for form and content, the main thing is its presence. What exactly to indicate in it and how to compose it - this decision is made by the director of a particular organization, in this case, cafe. A typical instruction should contain four main sections - general provisions, duties, rights and responsibilities. Each of the sections is obliged to most fully reveal its essence and specify the information component. Often, to draw up instructions, a sample of an existing form is taken, which is customized to the requirements of a restaurant or cafe.
General provisions
IN general provisions the nuances of hiring, requirements for the candidate in terms of the main parameters and questions about his replacement and dismissal are prescribed. The administrator or manager of the hall is appointed by order of the head. The general manager of a cafe or restaurant may present special requirements to the manager, depending on whether the senior is the manager or his assistant.
A senior manager, in addition to secondary vocational education, according to his profile or not, must have work experience in this field for 2 years or more. For an assistant, work experience does not play a significant role. Depending on the type of institution, special requirements may be put forward for the presence of certain skills and knowledge, for example, computer skills and / or knowledge of foreign languages. The hall manager must be able to communicate effectively with people, have decision-making skills, master the basics of marketing, advertising, psychology, organize the work of staff and customer service.
Cafe Manager Responsibilities
The senior hall manager, according to the job description, must keep everything in sight and manage any processes in the institution.
The administrator performs the following duties :
- In relation to visitors. Obliged to receive guests, seat them and give advice on the services provided. Accepts claims from customers, tries to prevent or resolve conflicts.
- In relation to staff. He is obliged to organize their work to maintain cleanliness in the premises and on the territory under his control, as well as to monitor the implementation of the instructions of the director or his deputy. Controls the discipline of labor and production character. Complies with labor regulations and hygiene standards.
- In relation to the room. Preserves material values, keeps records of them and conducts inventory activities. Controls the design of the premises and the availability of promotional products.
The work of a manager involves constant interaction with the manager and informing him about the shortcomings and their elimination.
Rights
The administrator has the right to professional growth and professional development. The employer is obliged to assist him in this by all possible ways. The manager has the right to receive information about draft decisions being prepared that relate to the professional activities of the cafe manager. The manager is obliged to be informed and receive information concerning his work from other employees of the institution. The director of the cafe is obliged to assist the manager in the performance of his duties.
Responsibility
Administrator is responsible first of all for the safety of all material values entrusted to him by his superiors. It is also important to comply with the requirements of labor discipline and the points of the job description. The manager is held responsible for both the actions of the staff and the satisfaction of visitors. It is important to observe correctness and not to disclose secrets that are directly related to the profession. The employer can make additional items in any of the sections of the job description at its discretion, thereby expanding or narrowing the powers of the manager.
The profession of a cafe administrator is also known as a hall manager, head waiter or manager. This is a person who manages the activities of the institution as a whole. The main thing that the cafe administrator does is organize the work of staff (cooks, waiters, cloakroom attendants, cleaners, security guards, etc.), control the quality of service, resolve possible conflict situations and create good mood visitors.
Administrator needed in all establishments Catering, be it a cafe, bar, restaurant or dining room.
History of the profession
The term "head waiter" appeared in France in the 18th century (from the French ma?tre d'h?tel - the owner of the hotel). This was the name of the owner of the inn, where travelers and tourists rested and dined. He met visitors, seated them in the dining room, took orders, made calculations and commanded the servants in the kitchen.
Today, the head waiter is the administrator of a restaurant or cafe, without which it is difficult to imagine any catering point.
Cafe Manager Responsibilities
Typically, the duties of a cafe administrator are as follows:
- organization of effective work of the cafe;
- personnel management (scheduling, training, monitoring of work processes and compliance with institution standards);
- monitoring the operation of equipment and the quality of prepared dishes;
- control over the timing of the sale of finished products;
- communication with visitors;
- help to waiters;
- decor required documents and reporting.
Also, the functions of the cafe administrator may include:
- recruitment;
- carrying out inventories;
- management of the range of prepared dishes;
- cashier work;
- organization of banquets.
Cafe manager requirements
The requirements for the cafe administrator are very simple - work experience. He is always needed.
As a rule, you need:
- know the basics of working in a restaurant;
- be able to organize the workflow;
- use a PC.
Depending on the nature of the institution, certain requirements may be imposed on the age, appearance of the employee or knowledge of a foreign language.
Cafe manager resume template
Resume sample.
How to become a cafe administrator
Available higher education in the specialty "Organization of service in public catering" or complete restaurant management courses. However, in this profession, experience is everything, and a beginner can only count on the position of administrative assistant.
cafe manager salary
The average salary of a cafe administrator is 30 thousand rubles a month. A beginner will be offered about 20 thousand rubles a month. An experienced administrator earns about 40 thousand rubles a month.
Functions of a restaurant manager
The manager of a restaurant is a person that the customers of this establishment, as a rule, do not even know about. But it is precisely the tasks of the restaurant manager that include the function of planning the work of the institution, the direct organization of work and, of course, its verification. If the customers are happy with everything, and there is a positive opinion about the restaurant, the manager is probably doing his job well.
The key responsibilities of the specialist who fills this vacancy include providing a high-quality and efficient visitor service. The general list that characterizes the duties of a restaurant manager is as follows:
- Organization and holding of a banquet;
- Specific division of responsibilities between restaurant employees;
- Training, motivation and adaptation of employees;
- Monitoring the implementation of labor protection and safety;
- Compliance with the rules of sanitary standards;
- Compliance with cooking standards;
- Conducting an inventory;
- Monitoring the expiration dates of food products;
- Cash collection and cash accounting;
- Conducting meetings with applicants and reviewing resumes of restaurant managers;
- Prevention of conflicts between visitors and employees of the restaurant.
As a rule, specialists who have experience as a waiter or hall administrator in a restaurant or cafe apply for the position of a restaurant manager. Salary depends on the level of preparedness, work experience and, of course, the profitability of the institution itself.
The restaurant manager must have an impeccable appearance and be a role model for other employees. It is unacceptable to be late for work or leave the workplace before the end of the restaurant. In most cases, the restaurant manager arrives at work one hour before opening time.
Profession cafe manager
He is obliged to check that absolutely everything is in order. in perfect order and only later open a restaurant. As statistics show, the main share of restaurant managers are women under the age of 30 (more than 60%).
Alas, the duties of a restaurant manager do not include knowing in English at a high level. Consequently, only barely more than 20% of job applicants speak a foreign language.
If we analyze all the information, it is permissible to conclude that the manager is the direct head of the restaurant or cafe staff. An effective manager works for the economic success of the enterprise, he is ready to make accurate decisions quickly and correctly.
Other offers related to the restaurant business and other areas can be found on the portal of the Abriks recruitment center.
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Key Responsibilities and Job Description of a Restaurant Administrator
Job description of the restaurant administrator of the 1st category
1. General Provisions
1.1. The administrator of the 1st category belongs to the category of specialists.
1.2. Qualification requirements:
Secondary vocational education and work experience in the specialty for at least 2 years.
1.3. The administrator of the 1st category must know:
- resolutions, orders, orders, other governing and regulatory documents of higher authorities related to the service sector;
- management structure, rights and obligations of restaurant employees and their mode of operation;
- rules and methods for organizing customer service in a restaurant;
- types of services provided by the restaurant;
- layout of the restaurant halls and utility rooms;
— fundamentals of economics, organization of labor and management;
— Fundamentals of marketing and advertising organization;
— foundations of aesthetics and social psychology;
— labor legislation;
— legislation on consumer protection;
- internal rules work schedule;
- Rules and norms of labor protection.
— basics of administration;
- ethics of business communication.
1.4. Appointment to the position of administrator of the 1st category and dismissal from office are made by order of the general director on the proposal of the senior manager.
1.5. The administrator of the 1st category reports directly to the senior manager.
1.6. During the absence of the administrator of the 1st category (business trip, vacation, illness, etc.), his duties are performed by a person appointed in the prescribed manner. This person acquires the appropriate rights and bears responsibility for the improper performance of the duties assigned to him.
Administrator of the 1st category:
2.1. Provides timely and high-quality cultural services to visitors in accordance with current service standards.
2.2. Coordinates the work of administrators of the 2nd category and other employees of the restaurant subordinate to him, controls their access to work. Checks the appearance of subordinate employees.
2.3. Ensures customer service standards are met.
2.4. Carries out control over the safety of material assets.
2.5. Advises visitors on issues related to the services provided by the restaurant.
2.6. Takes measures to prevent and eliminate conflict situations.
2.7. Considers claims related to unsatisfactory customer service, takes the necessary organizational and technical measures.
2.8. Controls the observance by subordinate employees of labor and production discipline, rules and norms of labor protection, requirements of industrial sanitation and hygiene.
2.9. Reports to the senior manager about existing shortcomings in customer service, measures taken to eliminate them.
2.10. Adheres to established work schedule. Coming out on workplace by 8.30, accepts the hall and material assets as part of the commission. Present at the general lineup at 9.00.
2.11. Checks the preparation of the restaurant hall for work:
- cleanliness of the hall, bar counter, toilet room, utility rooms;
- lighting and background sound;
- table setting;
— the state of the station;
- a supply of dishes for distribution.
2.12. Allocates waiters to positions and assigns them additional responsibilities. Monitors the constant presence of waiters at the positions at the entrance and at the VIP table.
2.13. Greets and accommodates guests in the hall.
2.14. During his shift, he monitors the cleanliness of the hall and the sanitary condition of all utility rooms, lighting, background sound, energy savings.
2.15. Carries out work to improve the skills of waiters, bartenders.
2.16. Carries out the timely delivery of dirty laundry for washing. Keeps records of table linen handed over to the laundry.
2.17. By the 25th day of the current month, it submits for approval to the management the schedules for the work of waiters, bartenders, cashiers, cloakroom attendants, cleaners, and washers for the next month. At the end of the work shift, the administrator must:
- fill out the time sheet;
- write an administrator's report, reflect everything that happened during the shift and other information and reporting documentation;
- submit reports to the relevant departments.
2.18. Every Wednesday at 16.00 attends the organizational meeting.
2.19. During his shift, he controls the assortment of the restaurant and bar, the condition of equipment and inventory.
The administrator of the 1st category is prohibited from:
- leave the workplace without the permission of the immediate supervisor;
- smoking in unspecified places and drinking alcohol on the territory of the enterprise;
- in the workplace: eat and chew chewing gum; read; stand with arms crossed on chest; use profanity or slang, contemptuous intonation, be rude; remain indifferent to the requests of visitors or employees; carry your own cash;
- connect any heating devices, boilers or other devices without the consent of the administration;
- post personal vehicles in the company's parking lot;
- visit the enterprise during non-working hours without the permission of the administration;
– enter the restaurant hall in non-working clothes, without proper replacement shoes.
3. Rights
The administrator of the 1st category has the right:
3.1. Request and receive from the structural units information, reference and other materials necessary to fulfill the duties stipulated by this Job Description.
3.2. Get acquainted with the documents that define his rights and obligations in his position, the criteria for assessing the quality of performance of official duties.
3.3. Submit proposals for the improvement of the work related to the duties provided for in this Instruction for consideration by the immediate supervisor.
3.4. Require the management of the enterprise to ensure the organizational and technical conditions and execution of the established documents necessary for the performance of official duties.
4. Responsibility
The administrator of the 1st category is responsible for:
4.1. For improper performance or non-performance of their official duties provided for by this Job Description, within the limits established by the current labor legislation of the Russian Federation.
4.2. For offenses committed in the course of their activities - within the limits established by the current administrative, criminal and civil legislation of the Russian Federation.
4.3. For causing material damage to the enterprise - within the limits established by the current labor and civil legislation of the Russian Federation.
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The restaurant administrator is responsible for everything that happens in the establishment and, in fact, is the manager of the restaurant. The administrator recruits and trains staff, meets and escorts visitors, manages all work processes and is responsible for the quality of the restaurant (cleanliness, courtesy, atmosphere, delicious cuisine and other aspects), and also solves all non-standard issues.
Places of work
The position of restaurant administrator is required in such establishments as:
- restaurants;
- cafes, bars, snack bars;
- sports and entertainment clubs, where there is a dining room;
- hotels and inns.
History of the profession
Despite the fact that public catering is already several thousand years old, restaurants and cafes have become ordinary establishments not so long ago. It can be considered that France was one of the first countries to make a cult and almost ritual action out of food. It was there that two or three centuries ago the owners of the establishments began to Special attention devote to customer service.
How to Hire the Right Restaurant Manager
The first managers were head waiters (the owner of the hotel - translated from French). They welcomed the guests, organized their rest and decent food.
The profession of a restaurant administrator appeared already in the 20th century, when restaurants, cafes, bars and canteens became great amount, and there was a need for competent managers and directors.
Restaurant manager responsibilities include:
- meeting visitors;
- maintaining comfort and pleasant atmosphere for guests in the hall;
- personnel management (training for newcomers, scheduling work, motivating employees, monitoring the workflow);
- work with documentation, reports, inventories;
- resolution of conflict situations.
Restaurant manager responsibilities also include:
- organization and holding of banquets;
- cash management and accounting;
- execution of official orders of the head.
Restaurant manager requirements
Basic requirements for a restaurant manager:
- higher education;
- work experience of at least 1 year;
- PC knowledge (P-Keeper, MS Office, 1C).
In addition, additional requirements may apply:
- Foreign language skills;
- wine knowledge;
- experience in organizing and holding banquets;
- experience with VIP clients.
restaurant manager resume sample
Resume sample.
How to become an administrator (manager) of a restaurant
The profession does not require special basic education, although higher education is welcome.
To become a good administrator of a cafe or restaurant, you need to gain some work experience and have organizational skills - usually all restaurant managers in the past were waiters, bartenders or cooks themselves.
restaurant manager salary
The salary of an administrator, restaurant manager almost always consists of a fixed salary of 20 - 30 thousand rubles per month and bonuses based on performance. The average salary of a restaurant administrator is 30 thousand rubles a month.
The profession of a restaurant administrator: features, advantages and disadvantages
The restaurant administrator, along with the waiters, is the face of the restaurant and manages its activities.
History of the profession
The flourishing of the restaurant business began 300 years ago.
It happened in France, where, with the development of the food industry, the requirements for the quality of customer service have increased.
Administrator in a restaurant: his role, functions and a detailed list of responsibilities
Initially, the owner of a cafe or restaurant acted as an administrator - the head waiter, who met guests, organized rest and meals.
Later, managers appeared in large institutions. The profession of an administrator of public catering establishments arose in the 20th century, when managers and directors were needed in restaurants, cafes, bars, canteens.
Where Restaurant Managers Are Needed
Catering establishments need competent managers:
- ubiquitous restaurants opening;
- bars, cafes, eateries that have become widespread;
- all kinds of entertainment and sports clubs with cafes and bars;
- hotels and hotels with their own restaurants.
Responsibilities of a Restaurant Manager
The administrator is responsible for the work of the restaurant staff. He is obliged to meet visitors, communicate with them, seat them in the hall, taking into account wishes, observe waiters, control customer service, and resolve conflict situations.
In addition, the administrator must work with documentation, draw up reports, take inventory, organize banquets, starting with the preparation of the menu, the general plan of the celebration, the design of the hall and ending with the decoration of tables, the selection of the color of tablecloths and the shape of bows.
Working as a waiter is perceived by many as temporary. Here they do not require a diploma and often do not ask about the past place of work. The art of serving dishes can be learned in a few shifts. Responsibilities are simple: take an order, transfer information to the kitchen, serve ready meals and get paid.
The applicant is also attracted by the salary, which may be slightly higher than the average for the city, and earnings in the form of “tips”, which are paid daily in some establishments. According to the site, the site offers a salary of 20 to 40 thousand rubles. Tipping, which may be equal to the rate, is, of course, not taken into account here.
Looking into any bar, cafe or restaurant, you will meet a young man or girl. Most often these are students who need a part-time job during their studies. But many of them stay here even after graduation.
Getting into the restaurant business is easy, but getting out of it, if this activity has become to your liking, is very difficult. This idea well illustrates the specifics of public catering. And a waiter who is just starting his career, working with sincere interest, has much more significant prospects in restaurant business than a graduate of the Faculty of Management.
« My career in restaurant business It started from the position of a waiter. It was in the USA, but I gladly applied the school and the amount of knowledge that I got there at home. And for short term managed to open several of their own establishments. We try to make sure that employees grow in the company. In all our enterprises, the positions of managers and administrators are occupied by people who came to us several years ago to line positions. During this time, we see the dynamics of human development, his desires, opportunities. The employee understands what he needs and whether he wants to develop further. He shares our values. That is why we practically do not take on the position of the head of new people from outside.» — Nikolai Shalygin
So who tomorrow can be a waiter
Senior waiter
You can rise one step above your colleagues by becoming a head waiter. The difference in "rank" is small, but the responsibility is added. In addition to meeting and serving guests, you need to coordinate the work of waiters and bartenders, resolve conflict situations and report to the administrator. In different companies, the list of responsibilities may vary.
Administrator
If you type the site "" in the search for vacancies on the site, among the requirements there will definitely be "experience in catering from 1 year." And if you can get a job as a waiter without experience, then the vacancy "administrator" is suitable for a waiter with experience who believes that he has already outgrown his position.
An administrator is a person who should know everything. He is responsible for the work of waiters, bartenders, cleaners, porters,. During the shift, you have to solve a lot of tasks: check whether the staff has a clean uniform, whether the bartender has placed the bottles behind the counter correctly, whether there are any stains left on the plates, whether the tablecloths are evenly laid, whether there are enough napkins on the tables, who booked the VIP room, what salads ordered for a banquet and so on.
It is not enough to know the menu, the composition of cocktails and detergents. You need to have sociability squared and stress resistance cubed, because there will be a lot of problems and the administrator should solve them first of all.
restaurant manager
The manager is responsible for the work of his shift. His responsibilities include opening and closing an institution, recruiting and training staff, resolving conflict situations. He must also monitor the quality work of each employee. In small establishments, his functions coincide with those of the administrator (often they hire one person). But in large restaurants and the manager will be responsible for the order.
Managing director
A good waiter knows what the cocktail consists of and which side to put the dessert spoon on. reassure the visitor who had this cocktail spilled on his lap and book a table for him next weekend. No one will knock over a cocktail for a good manager, because he will hire people with normal coordination and teach them how to serve drinks without dropping glasses and the honor of the establishment. And if this manager from time to time shares his thoughts with the owner of the restaurant on how to attract new customers and what dishes should be added to the menu, substantiating ideas economic indicators, it is likely that he will be the first to be considered for a manager position when such a vacancy becomes available.
Managers in the restaurant business without experience in this area are rare in practice. And they will look for an employee, first of all, “from their own”. After all, you will have to control not only the staff, but also key areas of business - finance, marketing, advertising, licensing, development of the institution. To the person who will be responsible for all this, there should be maximum trust.
Owner / co-owner of the establishment
Saving up for your own coffee shop while working as a waiter is almost impossible. But you can think of original idea for a new institution and "under it" to already find investors. This is not an easy task, and in addition to desire, knowledge of business processes, the ability to conduct presentations, firmness, confidence and many other qualities will be required.
For those who do not want to work for hire, there is another option - to open a franchise establishment. You can start with a small point of sale of coffee, which over time can be promoted to a network.
Who else can work in a restaurant
For example, a graduate with a degree in Public Relations can become a PR manager or art director of the institution in which he previously worked as a waiter. Knowing the specifics of the job and having certain skills, it will be easier for him to navigate in a new position.
They can entrust bookkeeping or a restaurant marketing campaign to their waiter employee who has received the appropriate diploma.
With taste and creative thinking you can become an interior designer and design new restaurant or cafe.
A sociable, "groovy" person who knows how to keep up the conversation and always turns out to be the soul of the company, you can try your hand at organizing celebrations or holding events.
Nikolai Shalygin
co-owner of Papa John's pizzerias, Cheburechnaya eateries and Harmoshka restaurant
To build a career in the restaurant business, you need to love your job, sincerely love your guests, understand desires and try to anticipate them. In this case, everything will turn out very well. It is also true that good skills without deep knowledge are impossible. A good employee is interested in everything: from manufacturing methods malt whiskey to the features of the production of table textiles and meat. Of course, a general knowledge of service culture is also essential.
If you like working in cafes and restaurants and have a desire to advance in this area above the position of a waiter, you should find out in advance about possible vacancies in your company. It is likely that an employee who is already working as a waiter and has managed to get acquainted with the specifics of this particular institution will be invited to take them.
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If you want to become a restaurant manager/administrator, you should know as much as possible about this profession. Let's talk about his duties.
Generally speaking, a good manager is a conductor, director, coordinator - a junior leader who belongs to the administrative staff. As for the title of the position, in modern Russia a manager and an administrator are synonymous.
Pros and cons of work
Minuses
- busy schedule
- great responsibility
- possible conflict situations with guests
pros
- status
- the ability to influence people and the success of the enterprise
- the opportunity to be a respected person, a manager
- opportunity to earn good money
- opportunity to climb career ladder
- the opportunity to engage in interesting, dynamic work, where there is a lot of communication
Necessary personal qualities of a restaurant administrator
- sociability
- stress resistance
- mobility
- flexibility
- leadership skills
- friendly attitude towards people
- responsibility
- ability to organize your time
Activity structure
The manager's activity structure formula is as follows:
- goal setting
- planning
- organization
- control
- deviation analysis
- formation of managerial influence
- adjustment of tasks
Short formula:
- planning
- organization
- control
Target restaurant business is the effective operation of the restaurant. The efficient operation of the restaurant is the task of both the restaurant and the manager. It can be broken down into components:
a) Satisfied Guests
b) Well-coordinated, professional team of personnel - in simple terms, happy staff
c) Execution of the revenue plan, profit
All these goals are interrelated. Speaking in plain language about the job responsibilities of a restaurant administrator, consider this: there will be no satisfied staff - there will be no satisfied guests, and there will be no good profit. If there are no satisfied guests, this will be a consequence of the fact that the staff and manager are not working well, and therefore there will be no profit. There will be no profit - in the end there will be nothing at all, no guests, no staff.
Job responsibilities of a restaurant manager based on the above goals
a) Marketing activities, identifying demand and needs, increasing, increasing the flow of guests, improving the quality of staff work in general, etc.
b) Promotion, competent management, competent organization, competent training, competent team building, etc.
c) The activities of the first two points, as well as competent, sales psychology, development of promotions, increasing revenue and average check of staff, etc.
General job responsibilities
- Organization of interaction of all structural divisions of the restaurant
- Ensuring and monitoring the availability of the necessary stocks of inventory resources
- Monitoring the technical condition of technological equipment
- Maintaining accounting and reporting documentation, office work and document flow
- Planning and rational organization of staff working time (scheduling and work schedules; use of methods and principles of scientific organization of labor)
- Calculation of the restaurant's needs for products and other inventory items, planning and organization of its logistics
- Organization and quality control of customer service in the restaurant
- Personnel management (recruitment and placement of personnel; distribution of duties and delegation of authority; increasing labor motivation through the use of modern socio-psychological methods of management and improving the system of material incentives; planning, organizing and monitoring the effectiveness of personnel training, including in the workplace; development of internal corporate culture and work ethics; certification of restaurant staff)
- Planning, organizing and monitoring the effectiveness of promotional events
- Ensuring the profitability of the restaurant based on a competent marketing policy, sales management and the most complete satisfaction of the needs of visitors
- Formation of a positive image of the restaurant (improving and controlling the quality and culture of serving restaurant visitors; creating a pleasant and friendly atmosphere; study of consumer preferences of restaurant visitors; preparation of proposals and their implementation to improve customer service; registration and analysis of complaints, claims and wishes of visitors; elimination of shortcomings in the work of the restaurant; adherence to protocol and etiquette)
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