How to Deal with Unexpected Events by Hotel Lobby Manager

Responsibilities and responsibilities of the floor manager

Complete all your obligations, provide friendly, fast, reliable and professional services, and create a good environment to satisfy customers.

Ensure that all customers are provided with fast, thoughtful and professional service and corresponding sales promotion, take advantage of any possible opportunity to increase the profit of the restaurant, and personally ask each guest/table whether they are satisfied with the food and service they enjoy. Eliminate any negative comments personally and discuss them in detail with the senior floor manager.

Monitor the daily sales model according to the budget, predict and adjust the shortcomings in the additional sales.

According to the minimum staffing, reduce the cost of excess expenditure.

Organize and manage your operations. Empower your subordinates appropriately.

set an example

You must be very familiar with the menu, daily specialties, the way of preparing dishes and the raw materials used in each dish. And check with the chef every day the dishes that need to be promoted every day, which dishes are not on the menu, and know all the dishes that are not on the menu but can be prepared in the kitchen. Similarly, you must know which dishes on the menu cannot be served or sold out, and make necessary adjustments and changes. Dishes that are sold out and can't be served must be clearly written on the service notice board in the kitchen/service area.

You must know the wine list carefully and be very familiar with the year and characteristics of each red wine. You need to consult the wine department manager about drinks/beverages that need special promotion, expired and sold-out red wine.

If the senior floor manager asks you to hold a pre-shift meeting, you need to convey all relevant information to the employees.

Your position requires you to pay special attention to your and your subordinates' gfd at all times to ensure that you remain proud and confident when wearing uniforms. You must make sure that they keep the same mental state as when you wear a uniform.

Establish very friendly and good relations and cooperation with other departments and institutions of the hotel.

You must be familiar with all the established standards/procedures and the job requirements of you and your subordinates, so that you can give your subordinates a clear and accurate performance evaluation. You must memorize the hotel staff handbook and ask your subordinates to implement it to keep your work passion.

Must be familiar with safety standards and procedures.

You need to have a meeting with the senior floor manager every day to update any emergencies that happen every day, but you don't need to record them in the duty diary, just try to prevent such incidents from happening again. It is suggested to organize subordinates to participate in additional and special training. The content of this special course is suggested as "How to solve problems".

You must check the duty diary of the restaurant every day and sign pertinent opinions, especially about the violation of standards. You should also pay attention to the special guests and their special requirements.

Make clear, concise and objective suggestions to the senior floor manager to improve the restaurant in your charge and ensure the effective implementation of the improvement plan.

You must arrange a meeting with each foreman of not less than 10 minutes per week to discuss matters related to employees, his or her personal problems and so on, so that the whole business process can have a good feeling. Such meetings should be held in secret.

The senior floor manager will ask you to attend the weekly meeting of Chinese food department.

Any special requirements of you or your subordinates must be approved by the senior floor manager.

If you want to change your working hours, rest time and annual leave time for any reason, such a request should be reported to the senior floor manager for approval.

If you are in poor health or for other reasons, you must inform the senior floor manager or his authorized representative as soon as possible.

When the senior floor manager arranges the introduction/tasting of dishes, you will participate in the introduction/tasting of new dishes provided to employees together with your subordinates.

When the senior floor manager arranges the tasting meeting, you will participate in the tasting/introduction of red wine and drinks provided to employees together with your employees.

You are responsible for applying for the items needed for the operation of the restaurant and getting approval.

You need to assist the senior floor manager to pay attention to the inventory, turnover and hygiene of guest supplies.

Encourage the head waiter to directly deal with any unimportant questions or complaints of the guests. But if the guest is angry, abusive or the employee can't appease the guest, you must assist the foreman to solve it in time.

The whole incident must be reported to the hotel duty manager as soon as possible.

If you hear any negative comments about other hotel services, such as telephone, laundry, room, front desk, etc. Please report these opinions to the senior floor manager completely and accurately.

Minor maintenance accidents should be reported to the senior floor manager. When he is away, you will submit the approved maintenance order and give a copy to the Chinese food administrative manager, which will be filed and followed up when the senior floor manager returns. The original order shall be submitted to the engineering department in time.

For very urgent engineering events, it is necessary to contact the chief engineer or his authorized representative in time. Similarly, maintenance orders will be submitted according to the above procedures.

About bars and drinks, you need to inform the manager of the wine department at any time.

It is your responsibility to ensure the safety and health of all guests in the restaurant and employees within your jurisdiction.

It is your responsibility to inform the senior floor manager of your subordinates' resignation intention in time, so as to arrange suitable candidates to replace the vacant positions in time.

You should report your dissatisfaction or problems to the senior floor manager in time.

Any verbal warning and any formal discussion with subordinates must be recorded, and all relevant opinions after the discussion must be recorded for archiving in personal files.

Twice a year, you need to prepare the evaluation materials of each long-term foreman, make a clear and fair evaluation of his personal performance, and discuss these evaluations with the relevant foreman in detail and sign for confirmation. These documents will be kept strictly confidential and handed over to the senior floor manager by yourself.

You need to read the subordinate's comments about his foreman. If you agree, sign it and give it to the senior floor manager in person, and keep these documents confidential.

You should preside over the pre-class meeting and after-class meeting every day.

According to the schedule, you will attend all the training.

Senior floor managers may require training courses. It is your responsibility to prepare carefully and ensure that the waiters who attend your training course can get the maximum value from your course.

You may be arranged by the senior floor manager to participate in cross-training in other departments of the hotel. Cross training will benefit you and encourage you to study as much as possible. The report on your performance/interest obtained from the department head of the department you have been to will be stored in your personal file and become a part of your personal file.

Sometimes you will be asked by the senior floor manager to perform other tasks and assign other jobs, or assist other departments or restaurants.

It is part of your job to prepare all your subordinates, especially the foreman who will accept your job when you are considered for promotion. You should pass on your knowledge to them without reservation, because your promotion depends entirely on whether the foreman who will take over your job is ready.

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