Aesthetic requirements for service personnel. Requirements for hotel service personnel. The waiter has the right

26.12.2023

GOST R 54603-2011

Group T58

NATIONAL STANDARD OF THE RUSSIAN FEDERATION

Accommodation services

GENERAL REQUIREMENTS FOR SERVICE PERSONNEL

Services of accommodation facilities. General requirements to the maintenance staff

OKS 55.200*
OKSTU 0131
_______________
* In IUS 3-2013 OKS 03.080.30. - Database manufacturer's note.

Date of introduction 2013-01-01

Preface

The goals and principles of standardization in the Russian Federation are established by Federal Law of December 27, 2002 N 184-FZ "On Technical Regulation", and the rules for applying national standards of the Russian Federation are GOST R 1.0-2004 "Standardization in the Russian Federation. Basic Provisions"

Standard information

1 DEVELOPED by the Open Joint Stock Company "All-Russian Scientific Research Institute of Certification" (JSC "VNIIS") with the participation of the Department of Tourism Activities and International Cooperation of the Ministry of Sports, Tourism and Youth Policy of the Russian Federation

2 INTRODUCED by the Technical Committee for Standardization TC 199 "Tourist services and accommodation services"

3 APPROVED AND ENTERED INTO EFFECT by Order of the Federal Agency for Technical Regulation and Metrology dated December 8, 2011 N 737-st

4 INTRODUCED FOR THE FIRST TIME

Information about changes to this standard is published in the annually published information index "National Standards", and the text of changes and amendments is published in the monthly published information index "National Standards". In case of revision (replacement) or cancellation of this standard, the corresponding notice will be published in the monthly published information index "National Standards". Relevant information, notifications and texts are also posted in the public information system - on the official website of the Federal Agency for Technical Regulation and Metrology on the Internet

1 area of use

This standard establishes general minimum requirements for service personnel of accommodation facilities of various types and categories of all organizational, legal forms and forms of ownership.

The provisions of this standard can be used in the selection and placement of personnel, certification, development of job descriptions and work standards for service personnel of accommodation facilities.

2 Normative references

This standard uses normative references to the following standards:

GOST R 12.0.009-2009 System of occupational safety standards. Occupational safety management system in small enterprises. Requirements and recommendations for use

GOST R 50644-2009 Tourist services. Requirements for ensuring the safety of tourists

GOST R 50935-2007 Catering services. Personnel requirements

GOST R 51108-97 Household services. Dry cleaning. General technical conditions

GOST R 51142-98 Household services. Hairdressing services. General technical conditions

GOST R 51305-2009 Trade services. Personnel requirements

GOST R 52024-2003 Physical education, health and sports services. General requirements

GOST R 52058-2003 Household services. Laundry services. General technical conditions

GOST R 52493-2005 Household services. Services of baths and showers. General technical conditions

GOST R 53423-2009 (ISO 18513:2003) Tourist services. Hotels and other tourist accommodation facilities. Terms and Definitions

GOST R 53998-2010 Tourist services. Tourism services for people with disabilities. General requirements

GOST R 54604-2011 Tourist services. Excursion services. General requirements

Note - When using this standard, it is advisable to check the validity of the reference standards in the public information system - on the official website of the Federal Agency for Technical Regulation and Metrology on the Internet or according to the annually published information index "National Standards", which was published as of January 1 of the current year , and according to the corresponding annually published information indexes published in the current year. If the reference standard is replaced (changed), then when using this standard you should be guided by the replacing (changed) standard. If the reference standard is canceled without replacement, then the provision in which a reference is made to it is applied in the part that does not affect this reference.

3 Terms and definitions

This standard uses terms according to GOST R 53423 and GOST R 50935, as well as the following terms with corresponding definitions:

3.1 administrator/senior administrator (manager/reception service specialist): A specialist responsible for the reception and accommodation of tourists, including meeting, registration, accommodation in rooms, payment for accommodation and additional services, as well as for coordinating the interaction of accommodation services

3.2 housemaid(section housekeeper, maid): An employee whose main responsibility is cleaning and furnishing the rooms of the accommodation facility, their maintenance in proper sanitary condition.

3.3 head maid (supervisor): An employee whose main responsibility is to monitor the sanitary condition of the hotel rooms and public premises, the work of maids and cleaners of public premises.

3.4 Public premises cleaner: An employee whose main responsibility is cleaning the public areas of the accommodation facility and maintaining them in proper sanitary condition.

3.5 reservation manager (reservation specialist): A specialist involved in booking and promoting accommodation facility services for the purpose of their implementation, including accommodation services, food services, conference services, SPA services, fitness and health services and other additional services.

3.6 receptionist: An employee whose main responsibilities are keeping records of the number of rooms, preparing documents for the accommodation of tourists, issuing keys, and monitoring the timely preparation of rooms for the accommodation of tourists.

3.7 floor duty officer: An employee who receives tourists on the floor, places tourists in rooms and controls timely departure.

3.8 concierge: An employee whose main responsibility is to provide guests with the necessary information about the accommodation facility, services provided, events held, receive and carry out orders from resident tourists, including orders for booking tickets for various types of transport, cultural and entertainment events, excursions, etc., work with VIP guests.

3.9 doorman (gatekeeper, doorman): An employee whose main responsibility is to greet tourists and guests at the front door.

3.10 porter (luggage bearer, bellboy, bellman): An employee whose main responsibility is the delivery of tourists' luggage.

3.11 security service worker (guard, security, watchman, controller, watchman): An employee who ensures the security of the accommodation facility, compliance with established access and intra-facility regimes in order to ensure the safety of life, health, and property of tourists.

4 Classification of service personnel of accommodation facilities

4.1 Service personnel are divided into the following groups depending on their affiliation with the services operating in the accommodation facilities:

- reception and accommodation staff (front office, front desk);

- reservation service staff;

- room service/room maintenance/operation/housekeeping/housekeeping staff;

- service personnel;

- food and beverage service personnel (Food Services, Food & Beverage, catering service);

- personnel of services providing additional and related services (security/internal control services, health and fitness, medical, trade services, business center services, conference center services, etc.).

4.2 The reception and accommodation service (front office, front desk) includes personnel of the following positions: administrator, senior administrator, reception service manager, manager/assistant service manager, accommodation specialist, floor duty officer, assistant duty officer floor, receptionist, etc.

4.3 The reservation service includes personnel of the following positions: reservation manager, reservation specialist, etc.

4.4 The rooms/rooms maintenance/operation/housekeeping service (housekeeping) includes personnel of the following positions: senior maid (supervisor), maid, cleaner of office and public premises, etc.

4.5 The service department includes personnel of the following positions: concierge, doorman (gatekeeper, doorman), porter (luggage carrier, bellboy, bellman), etc.

4.6 The food and beverage service includes personnel of the following positions: head waiter (hall administrator), hostess, waiter/assistant, bartender, sommelier, barista, bartender, steward, cashier, cook, chef, etc.

4.7 Services providing additional and related services include personnel in the following positions: security officer (security guard, security guard, watchman, controller, watchman), trainer, sports instructor, methodologist, salesperson, hairdresser, manicurist, pedicurist, cosmetologist , massage therapist, beautician, receptionist, operator, housekeeper, guide, tour guide, guide-translator and others.

5 Basic and additional criteria for evaluating service personnel of accommodation facilities

5.1 The main criteria for assessing service personnel, which must be taken into account when selecting and placing personnel, appointments and transfers, are:

- level of professional training and qualifications, including theoretical knowledge, practical skills and abilities in accordance with established requirements;

- ability to serve and take care of tourists (guests);

- knowledge and adherence to professional ethics;

- knowledge of professional terminology in accordance with current legislation and GOST R 53423;

- knowledge and compliance with labor legislation and legislation on administrative offenses;

- knowledge and compliance with job descriptions and internal labor regulations;

- knowledge and compliance with work standards;

- knowledge and compliance with corporate ethics;

- knowledge of the rules of etiquette when communicating with tourists, guests and colleagues;

- knowledge of issues of ensuring the safety of life and health of tourists (guests), the safety of their property and environmental protection in accommodation facilities in accordance with GOST R 50644 within the limits of their job responsibilities and the ability to apply them in practical activities;

- knowledge and compliance with instructions and rules of conduct and work in emergency situations and the ability to provide assistance to tourists and guests in normal and emergency situations;

- knowledge of and compliance with industrial sanitation requirements, rules of personal hygiene and workplace hygiene;

- knowledge and compliance with labor protection and safety regulations, fire safety requirements.

5.2 Additional criteria for evaluating managers and specialists are:

- knowledge of the basics of legislation in the field of tourism and hospitality, other regulatory legal acts relating to professional activities;

- knowledge of the basics of scientific organization of labor;

- ability to organize service, manage personnel when organizing service in an accommodation facility;

- ability to apply a motivation system in services;

- the ability to implement and control systems for quality of services and incentives for personnel;

- ability to manage conflict situations;

- the ability to correctly distribute responsibilities and determine the degree of responsibility of subordinates;

- availability of communication skills;

- knowledge of the basics of management and marketing of hotel services.

6 General requirements for service personnel

6.1 Basic requirements for service personnel of accommodation facilities

6.1.1 The service personnel of accommodation facilities must have education, professional training (retraining), and work experience in accordance with their position.

The degree of training must correspond to the level of services provided and the category of accommodation facility.

6.1.2 Maintenance personnel of accommodation facilities (except for line staff) must improve their qualifications at least once every two years.

The administration of the accommodation facility must develop a system of measures to improve the knowledge, qualifications and professional skills of service personnel, taking into account their theoretical training, practical skills and abilities.

6.1.3 Service personnel must know and comply with the basics of labor legislation of the Russian Federation, job descriptions, internal labor regulations, and fire safety rules.

6.1.4 Service personnel must undergo mandatory training in order to become familiar with the rules for the provision of services in a particular accommodation facility and work standards.

6.1.5 Staff work standards must set out the rules of staff conduct, procedures and technology for serving tourists (guests).

The administration of accommodation facilities organizes the study of work standards by service personnel, conducts training, training and monitors the implementation and compliance with work standards in the process of serving tourists (guests).

6.1.6 Job descriptions for service personnel must contain functional responsibilities, rights and qualification requirements for service personnel and comply with the requirements.

Job descriptions for service personnel are developed by the administration of accommodation facilities, based on the requirements of current legislation, the qualification characteristics of positions of specialists and other employees, taking into account the peculiarities of the functioning of accommodation facilities.

6.1.7 Operating personnel are required to regularly undergo training on labor protection and safety in accordance with the requirements and GOST R 12.0.009, know and follow instructions on actions in emergency situations.

6.1.8 Operating personnel must know the characteristics of accidents and the rules and techniques of first aid and be able to provide first medical and other aid (in case of injuries, accidents, sudden deterioration in the health of tourists), organize and carry out protective measures in the event of emergency situations (fire , natural disasters, threat of terrorism, etc.).

The administration of accommodation facilities must organize the study by service personnel and monitor compliance with instructions on actions in emergency situations, fire safety measures, labor protection and safety regulations.

6.1.9 Operating personnel are required to undergo medical examinations (examinations) and hygienic training in accordance with established requirements.

6.1.10 Service personnel must adhere to business attire and must be neat and tidy. Uniforms and shoes must be in good condition and without visible damage.

The service personnel of accommodation facilities that have a category in accordance with the requirements must be dressed in the appropriate uniform of the standard standard for each service of the accommodation facility. A service badge (badge) indicating the first/last name and position in Russian must be attached to the uniform of an employee of an accommodation facility of the mini-hotel category and one or two “stars”. In accommodation facilities of the three to five “star” category, the name of the employee and his position must be indicated in Russian and in Latin letters.

6.1.11 Professional ethical standards of behavior for service personnel of accommodation facilities should be: hospitality, politeness, tact, sociability, goodwill, patience, restraint, attentiveness, correctness and courtesy in relations with tourists, guests and employees. When serving, it is unacceptable to use a rude, aggressive style of behavior, use profanity, focus on the racial, national, religious affiliation of tourists and other forms of behavior that insult the personality and dignity of a person.

6.1.12 Service personnel of accommodation facilities must know the specifics and features of servicing tourists from foreign countries, the rules of international etiquette, and be able to communicate with guests in a foreign language on the subject of their service.

For accommodation facilities that have a category, the level of knowledge of foreign languages must not be lower than the established requirements.

6.1.13 When gaining access to personal data of tourists, service personnel must take measures to prevent the possibility of their disclosure.

6.1.14 Service personnel must pay special attention and provide the necessary assistance to tourists with disabilities, including disabled people, in accordance with the requirements of GOST R 53998.

6.1.15 Service personnel must know the needs and expectations of tourists, methods of working with claims and complaints.

6.1.16 Service personnel must know the basics of the work of their own service and the specifics of the work of other services of the accommodation facility, the technology of interaction with other services, the rules and mode of their operation, the list of services provided.

6.2 Additional requirements for service personnel of various services

In addition to the basic requirements set out in 6.1, the maintenance personnel of various services are subject to the requirements presented in Table A.1 of Appendix A.

Appendix A (recommended). Additional requirements for service personnel of various services

Table A.1 - Additional requirements for service personnel of various services


Service name	Requirements for service personnel	Possible job titles for service personnel
Reception and accommodation service (front office, front desk)	Personnel must know: Rules for registration of tourists and passport and visa regime; Basics of Psychology; Fundamentals of Marketing and Management; Emergency telephone numbers for emergency services; Security systems for accommodation facilities; A system of safe storage of tourist valuables and a system of deposit boxes; Location of all services and departments of the accommodation facility; Location of rooms and standards for equipment of rooms and public premises of accommodation facilities; Rules for the operation of equipment and devices installed in the accommodation facility and related to the performance of official duties; Types and systems of room keys; Payment systems and settlement procedures with tourists. Personnel must be able to: Maintain an information base for the reception and accommodation service; Carry out work on departure, as well as settlements with tourists (current and upon departure); Monitor the balance of the deposit for telephone communications and other paid services of the accommodation facility; Coordinate the work of the staff of your own and other services for receiving, accommodating and accompanying guests (only for managers); Use modern means of communication and office equipment installed at the workplace, use the telephone, fax, personal computer, have skills in working with software systems and information technology. telecommunications network Internet; Handle mail (correspondence) and messages; Work with complaints from tourists (guests) and answer their questions; Contact with guests in a foreign language (based on the topic of service)	Administrator/Senior Administrator; Front Desk Manager; Service Manager/Assistant Manager; Reception and accommodation service specialist; Floor Attendant/Assistant Floor Attendant;
Reservation Service	Personnel must know: Rules and methods for organizing the service process in an accommodation facility; Modern reservation systems and technologies; Fundamentals of labor organization and management; Rules of etiquette when communicating on the phone; Tariffs and price lists for basic and additional services of the accommodation facility; Operating hours of all services and departments providing services to tourists (guests); Rules of interpersonal communication; Features of working with corporate clients (consumers of services). Personnel must be able to: Carry out work on business planning and promotion of accommodation services; Provide potential consumers with information about the services provided and their costs, accept orders and forward them to the appropriate services for execution; Carry out work on booking accommodation facilities and additional services (food, business services, physical education) health, etc.); Coordinate and supervise the work of accommodation facility service personnel (for managers only); Apply modern reservation systems and technologies in practice; Consider consumer complaints related to bookings and quality of service and make decisions on them; Take into account the limited physical capabilities of people with limited mobility when booking places in an accommodation facility; Own the Internet technologies for booking services, e-marketing methods, effective sales techniques	Booking manager; Reservation Specialist
Room service/operation/ room service/housekeeping and maintenance/housekeeping	Personnel must know: The organizational structure of the accommodation facility, the structure of the room service; Equipment, instruments and materials used in work, rules of their operation and application; Range and characteristics of consumable (renewable) materials; Characteristics of the detergents, cleaning and other chemicals used, including insecticidal preparations; Types of cleaning of rooms, office and common areas, as well as non-standard cleaning procedures; Personnel must be able to: Clean rooms, office and public spaces in accordance with approved procedures and work standards; Maintain the necessary sanitary and hygienic condition in the rooms and the level of comfort in residential and public areas; Change bed linen and towels, replenish necessary supplies of consumables; Provide household services to guests (laundry, dry cleaning, clothing repair, etc.); Monitor the quality of cleaning of rooms and public premises	Senior maid (supervisor); Maid/maid; Cleaner of office and public premises
Customer Service	Personnel must know: Foreign language within the required minimum conversational level and professional terminology; For an accommodation facility that has a category, a foreign language (fluent) in accordance with the requirements; Layout and equipment of accommodation facilities; Organization of work of all services; Rules and procedure for booking rooms and reserving services in an accommodation facility, tariffs for the services provided; Forms for handling claims and complaints from guests; Security alarm systems and rules for working with them. Personnel must be able to: Monitor lists of arriving tourists, highlighting the VIP category, and provide this information to interested accommodation services; Conduct checks of rooms intended for tourists classified as VIP; Provide tourists with timely information about accommodation facilities, services provided, and events; Organize work with mail and messages and their timely delivery to rooms; Carry out personal errands for resident tourists and guests; Provide assistance to tourists living in emergency situations; Perform cash transactions, ensuring the correct maintenance of financial reporting documents; Fulfill guest orders for booking air, rail, bus, cruise tickets, as well as tickets for entertainment events; Possess information about attractions and events taking place in the region and provide it to guests; Promote the achievement and maintenance of a high level of service for tourists (guests) in the accommodation facility	Concierge; Telephone operator
Customer Service	Personnel must know: Rules for serving tourists in accommodation facilities; Layout and material and technical equipment of the accommodation facility; Location of rooms, services and public areas; Rules of interpersonal communication and etiquette; Security alarm system and rules for working with it; Emergency phone numbers in emergency situations. Personnel must be able to: Accept and promptly fulfill orders and requests from tourists (guests) in accordance with job responsibilities and work standards; Provide assistance to living tourists in emergency and emergency situations	Doorman (dorman); Corridor; Wardrobe attendant; Porter (luggage carrier, bellman, bellboy); Messenger
Food and Beverage Service (Food Services, Food & Beverage, catering service)	Requirements for food service workers according to GOST R 50935	Head waiter (hall administrator); Waiter/assistant waiter; Sommelier; Barista; Bartender; Chef; Stewart
Services providing additional and related services Requirements for personnel of retail facilities in accordance with GOST R 51305 and organization standards			Salesman;
Hairdresser, beauty salon, SPA center	Requirements for hairdressing salon personnel in accordance with GOST R 51142 and organization standards Requirements for personnel of SPA centers in accordance with the current legislation of the Russian Federation and organization standards	Hairdresser; Manicure and pedicure specialist; Requirements for excursion service personnel in accordance with GOST R 54604	Guide; Guide-translator
Business center, conference center	Requirements for personnel of business centers and conference centers in accordance with the current legislation of the Russian Federation and organization standards	Manager; Employee; Specialist
Security service (security/ internal control)	Requirements for personnel in accordance with the current legislation of the Russian Federation in the field of safety and organization standards	Security service worker (security guard, security guard, watchman, controller, watchman)
The functions of services can be redistributed between services depending on the specific operating conditions of accommodation facilities. Customer service personnel can provide additional information services, including business center services, conference services, etc.

Bibliography



	Order of the Ministry of Health and Social Development of the Russian Federation dated April 12, 2011 N 302n “On approval of lists of harmful and (or) hazardous production factors and work, during which preliminary and periodic medical examinations (examinations) are carried out, and the procedure for conducting mandatory preliminary and periodic medical inspections (examinations) of workers engaged in heavy work and work with harmful and (or) dangerous working conditions" (registered with the Ministry of Justice of the Russian Federation dated October 21, 2011 N 22111)

Electronic document text

prepared by Kodeks JSC and verified against:
official publication
M.: Standartinform, 2013

The service personnel of a public catering establishment include: head waiter (administrator), waiter, cook dispensing products, bartender, bartender, cashier, cloakroom attendant, doorman, culinary store (department) salesman. Job descriptions for service personnel are developed by the enterprise administration, taking into account the specifics of the work and the requirements of current legislation.

According to GOST R 50935-96, when establishing requirements for service personnel, the following assessment criteria are taken into account:

Level of professional training and qualifications, including theoretical knowledge and the ability to apply it in practice;

Leadership ability (for head waiter);

Knowledge of and adherence to professional ethics;

Knowledge of regulations and guidelines related to professional activities.

The following general requirements are imposed on service personnel of enterprises of all types and classes:

Knowledge of and compliance with job descriptions and internal regulations of the enterprise;

Compliance with sanitation requirements, rules of personal hygiene and workplace hygiene;

Compliance with the requirements of fire safety measures, labor protection and safety regulations;

Possession of a general culture, adherence to professional ethics in the process of serving consumers, knowledge of the requirements of regulatory documents for food products and services;

Advanced training for all categories of workers (at least once every 5 years, except for cloakroom attendants and doormen).

Manager (manager). Every enterprise needs a manager. This is an axiom. You can often hear the sacramental phrase: “Our company needs an intelligent manager.” The concept of explanatory, first of all, implies the final product, the result of managerial work. The enterprise of a smart manager should be a well-oiled mechanism that works like a clock: when guests do not languish in anticipation of someone or something; they are always welcome; greeted at the entrance; they provide comprehensive information over the phone; service personnel and administration representatives demonstrate knowledge of etiquette, personal service, individual culture and professional training; at least 50% of tables are pre-booked for Friday, Saturday and Sunday evenings; the banquet hall is booked 3 months in advance; Available - special menu (several banquet, set menu with fixed prices, children's and vegetarian); dishes listed on the menu in a foreign language (if it is a bar or restaurant) are translated into Russian and are also accompanied by a brief description; the company is easy to find thanks to well-placed outdoor advertising and bright signage, and the advertising always corresponds to the real offer; The quality of the services offered is stable, as is the circle of regular customers.

All this should be taken care of by the manager, who can be helped by knowledge of the necessary and mandatory functions, the procedure for official interaction, as well as rights. Based on the above, duties, responsibilities and job interactions can be determined.

Responsibilities:

1. Management of the financial activities of the enterprise: control of the accounting department (payment of bills, payroll, cash balance); signing accounts for cash receipts and sales levels; payment of wages; cost analysis.

2. Administrative work: drawing up current trade and administrative plans; development and organization of a reporting system for the implementation of planned economic indicators (sales volume for individual assortment items, sales volume per waiter/bartender and per crew, average check per guest, average check per sales volume per waiter/bartender, cost norms for the kitchen, for the bar ); inventory results; drawing up the necessary written reports, reports to the founders, reports from subordinates; correspondence with business partners.

3. Management of work with personnel: hiring and dismissal of personnel, conducting instructions, trainings, certifications and professional development activities; formation of a personnel reserve; implementation of personnel changes; control of personnel work; formation of internal regulations; drawing up a work schedule for shifts; improving the incentive system; formation of corporate culture of personnel.

4. Marketing management: general management of marketing activities; planning and organizing events to create a brand and promote the company’s services on the market; analysis of possibilities for diversifying the enterprise's activities.

5. Operational management: production, service, maintenance, sanitation, safety.

Responsibility behind:

· profitability of the enterprise;

· implementation of the trade and financial plan of the enterprise;

· organizational work of services and departments of the enterprise;

· attracting guests to the restaurant;

· development of the enterprise.

Rights. The manager has full administrative power, including administrative, financial, legal, economic and other aspects granted to him by the founder in accordance with the charter.

Service interaction:

1. Accountable in his actions to the founders of the enterprise.

2. All personnel of the enterprise are subordinate to the manager, unless otherwise provided by the charter.

3. The manager interacts with the heads of departments and services of enterprises and through them manages the enterprise and personnel.

The leading role in customer service is played by bartender And waiter. A waiter today is not only a “server of dishes”, he is a professional who can carry on a conversation on any topic, has a sense of humor, and has good manners. During the service process, the bartender and waiter act as representatives of the establishment; their skill determines what impression the guest will have about the enterprise. In addition, serious demands are placed on the waiter and bartender as sellers: good knowledge of the menu and wine list (especially if the restaurant does not have a sommelier) allows them to advise the guest when choosing an order and thereby actively influence the sales volume in the room. Depending on the level of professional skill, waiters and bartenders are assigned 3, 4, and 5 categories.

Waiter's responsibilities:

2. Table setting in accordance with the standard.

3. Monitoring the cleanliness, condition and completeness of equipment, dishes, tablecloths, napkins.

4. Studying the menu, knowing the main and seasonal dishes and drinks offered to guests.

4. Consulting restaurant guests about the characteristics of dishes and drinks, providing assistance in placing orders.

5. Receiving orders from the client.

6. Serving food and drinks in accordance with established service rules.

7. Taking measures within its competence to resolve problems encountered by the client.

8. Providing an invoice to guests.

Responsibility behind:

· condition and setting of assigned tables;

· accuracy of the accepted order;

· timely and correct serving of food and drinks;

· creating an atmosphere of hospitality and a culture of service;

· correctness of invoice preparation;

· correct payment of the invoice.

The waiter has the right:

· remind guests of the rules established in the establishment;

· remind guests to pay;

· contact the head waiter in all cases when he cannot independently take measures to resolve complaints or satisfy guest requests.

Service interaction:

1. The waiter reports to the head waiter or senior waiter of the shift.

2. Assistant waiters and bass boys (assistant) report to the waiter.

3. The waiter interacts with the kitchen, bar, cash register, table service and other services.

Bartender Responsibilities:

1. Must have professional training.

2. Know the basic rules of etiquette and techniques for serving consumers at the bar and in the hall.

3. Know the range, recipes, preparation technology, rules for design and serving of alcoholic, low-alcohol cocktails, drinks, as well as snacks, dishes and confectionery.

4. Know the rules of international etiquette, the specifics and techniques of serving foreign consumers (for those working in luxury and high-class bars).

5. Know a foreign language for international communication within the conversational minimum.

6. Know the types and meanings of utensils, tableware, appliances, and equipment used in the preparation and dispensing of drinks and snacks.

7. Know and comply with the conditions and terms of storage of culinary products and purchased goods, temperature conditions for serving drinks and snacks.

8. Know the rules for operating video and sound reproduction equipment.

9. Know the rules for operating cash registers, the procedure for issuing invoices and settling them with consumers.

10. Know the telephone numbers for calling a taxi, police, ambulance, fire brigade, etc.

Rights and service interactions are similar to those of waiters.

Sommelier– a new profession in the restaurant business. This position is recommended to be added to the staff of large restaurants, since objectively there is a need to have a specialist who can skillfully offer clients wine and other alcoholic beverages. According to European standards, the position of sommelier in a restaurant is second only to the chef in importance. In addition to narrow professional skills, he needs such qualities as personal charm, sociability, and intelligence.

Responsibilities:

1. Must have special training.

2. Drawing up a restaurant wine list and maintaining a supply of wines in accordance with it.

3. Study of the market for wine and other alcoholic beverages.

4. Selection of suppliers.

5. Purchasing wine from suppliers or participating in the discussion of the ordered batch.

6. Responsibility for the availability of accompanying documentation and documents confirming the quality of wines.

7. Taking care of the wine cellar (or other place for storing wine stock).

8. Selection and proper use of dishes for serving wine.

10. Resolution of conflict situations.

Rights:

· taste wine at the workplace before serving it to the consumer;

· purchase different varieties and types of wines from suppliers;

· sell wine to visitors in the hall;

· maintain communication with guests initiated on their initiative;

· train restaurant staff in handling wine;

· take part in resolving conflict situations

Service interaction. The sommelier reports to the business manager or head waiter, with an appropriate division of labor and management structure.

Head waiter (hall administrator) is the organizer of work in the hall. In his activities, he is guided by the job description approved by the director of the enterprise.

Responsibilities:

1. Organization of the service process.

2. Supervising the work of waiters, bartenders, cleaners of retail premises, dishwashers, service workers, bread cutters, doormen, cloakroom attendants, musicians and orchestra artists;

3. Arrangement of waiters at work stations.

4. Drawing up work schedules.

5. Recording the working hours of service personnel.

6. Ensuring timely and proper preparation of the hall for opening.

7. Checking the availability of menus, wine lists and price lists.

8. Instructing service personnel before starting work.

9. Checking the maintenance of the premises of the trading group, compliance by employees with personal hygiene rules.

10. Meeting guests and placing them in the hall.

11. Acceptance of orders for a banquet.

12. Monitoring compliance with trade rules and the correct execution of invoices by waiters.

13. Resolution of conflict situations.

Rights:

· not allow or remove from work waiters or other employees of the hall who have violated labor discipline and internal regulations, reporting this to the director;

· demand the correct design and proper quality of dishes and culinary products, and if they do not meet the requirements, return them to production for replacement;

· make proposals for hiring and firing waiters and other employees of the trading group;

· check the knowledge of waiters and give an opinion on the level of their professional training, make proposals for the creation of a certification commission to determine the qualifications of service personnel;

· monitor training, make proposals for rewarding and punishing gym workers.

The head waiter reports to the manager (manager).

Approved by Decree of the State Standard of the Russian Federation dated August 21, 1996 N 524

CATERING.
REQUIREMENTS FOR OPERATING PERSONNEL

GOST 30524-97/GOST R 50935-96

1. Developed and introduced by the Technical Committee for Standardization TC 347 “Trade and public catering services”

2. Adopted and put into effect by Resolution of the State Standard of Russia dated August 21, 1996 N 524.

3. Introduced for the first time. Adopted by the Interstate Council for Standardization, Metrology and Certification on April 26, 1997 as an interstate standard GOST 30524-97 by Resolution of the State Standard of Russia dated April 16, 1998 N 122 GOST 30524-97 was put into effect as a state standard of the Russian Federation from the moment of adoption of the specified resolution and is recognized as having equal force with GOST R 50935-96 on the territory of the Russian Federation due to the complete authenticity of their content.

4. Reissue: January 1999

1 area of use.

This standard establishes requirements for service personnel of public catering establishments of various types and classes, regardless of their form of ownership. The standard is used for certification of public catering services, and can also be used when assigning qualifications to service personnel. Safety requirements are set out in 4.7, 4.8.

3. Definitions.

In this standard, the following terms with corresponding definitions apply:

3.1 Public catering service is the result of the activities of enterprises and citizen entrepreneurs to meet the needs of the population for nutrition and leisure (GOST R 50647).

3.2 Service process - a set of operations performed by the contractor in direct contact with the consumer of services when selling culinary products and organizing leisure activities (GOST R 50647).

3.3 Method of serving consumers - a method of selling public catering products to consumers (GOST R 50647).

3.4 Form of consumer service - an organizational technique, which is a variety or combination of methods of serving consumers of public catering products (GOST R 50647).

4. General requirements for service personnel.

4.1. The service personnel of the enterprise include: head waiter (hall administrator), waiter, bartender, cook distributing products for distribution, bartender, cashier, cloakroom attendant, doorman, culinary store (department) salesman.

4.2. When establishing requirements for service personnel, the following assessment criteria are taken into account:

Level of professional training and qualifications, including theoretical knowledge and the ability to apply it in practice;

Leadership ability (for head waiter);

Knowledge of and adherence to professional ethics;

Knowledge of regulations and guidelines related to professional activities.

4.3. Service personnel of enterprises of all types and classes, regardless of their form of ownership, must undergo training in order to become familiar with the internal rules and organization of the enterprise.

4.4. The functions, duties, rights and responsibilities of service personnel must be set out in their job descriptions and approved by the head of the enterprise.

4.5. Job descriptions for service personnel are developed by the enterprise administration based on the requirements of this standard, the tariff and qualification directory of works and professions (1), taking into account the specifics of the work of each enterprise and the requirements of current legislation.

4.6. The head of an enterprise must systematically improve the knowledge, qualifications and professional skills of personnel based on their theoretical training and practical activities.

4.7. Operating personnel must ensure the safety of life and health of consumers, as well as the safety of their property when servicing at the enterprise. All personnel must be trained in safe working practices (2).

4.8. The following general requirements are imposed on service personnel of enterprises of all types and classes:

Knowledge of and compliance with job descriptions and internal regulations of the enterprise;

Compliance with sanitation requirements, rules of personal hygiene and workplace hygiene (5);

Knowledge of and compliance with fire safety measures, labor protection and safety regulations;

Possession of a common culture, adherence to professional ethics in the process of servicing consumers;

Knowledge of regulatory requirements for food service products and services;

Advanced training for all categories of workers (at least once every 5 years, except for cloakroom attendants and doormen).

4.9. The operating personnel of the enterprise must be dressed in uniform or sanitary clothing and footwear of the standard established for the enterprise, which is in good condition without visible damage or contamination.

The uniform of the doorman, cloakroom attendant, head waiter, waiter and bartender in restaurants and bars of all classes should ensure stylistic unity in the enterprise.

Employees of the enterprise in uniform must wear a service badge with the emblem of the enterprise and an indication of their position and profession.

4.10. All employees of the enterprise must be subject to periodic medical examination (3). When entering work, enterprise personnel are required to undergo a medical examination and attend a course in sanitary and hygienic training (5). While working at the enterprise, service personnel periodically, at least once every 2 years, must pass exams on the sanitary minimum. Each employee must have a personal medical record, which contains the results of medical examinations, information about past infectious diseases, and the passing of the sanitary minimum. Persons who are a source of infectious diseases are not allowed to work at the enterprise (5).

4.11. Professional ethical standards of behavior of personnel are: politeness, tactfulness, attentiveness and precaution in relations with consumers within the limits of their job duties. Personnel must be able to create an atmosphere of hospitality at the enterprise, show goodwill and patience towards consumers, be self-possessed, and have the ability to avoid conflict situations.

4.12. Luxury and high-class restaurants and bars must employ service personnel familiar with the specifics of cooking and service in other countries.

5. Requirements for specific positions and professions of service personnel.

5.1. Requirements for a head waiter (hall administrator)

5.1.1. The head waiter (hall administrator) must have professional training.

5.1.2. Know the basics of labor legislation, the provisions of the Law of the Russian Federation "On the Protection of Consumer Rights". Rules for the production and sale of public catering products (services) (4), industry guidelines relating to its professional activities, including certification of services.

5.1.3. Be responsible for preparing the hall for service, observing the operating hours of the enterprise, and maintaining proper order in the hall.

5.1.4. Know and follow the rules and techniques of customer service, basic rules of etiquette and table setting.

5.1.5. Know the basic commodity, technological, sanitary indicators of the quality of food and culinary products.

5.1.6. Know traditional methods of preparing culinary products, drinks and the rules for serving them.

5.1.7. Know, within the conversational minimum, a foreign language of international communication and professional terminology (for those working in luxury and high-class restaurants and bars).

5.1.8. Know the features of the design and serving of national, branded and custom-made dishes, dishes of foreign cuisines (for those working in luxury and high-class restaurants and bars).

5.1.9. Know the specifics of servicing celebrations and other special events, as well as individual consumer groups.

5.1.10. Know and follow the rules of international etiquette, techniques and specifics of serving foreign consumers (for luxury and high-class enterprises).

5.1.11. Monitor the service provided to consumers by waiters and bartenders.

5.1.12. Provide a friendly atmosphere in the hall, conducive to consumer relaxation, consider consumer complaints related to service and make decisions on them

5.1.13. Organize services for the elderly and disabled (in the halls of cafes, canteens, self-service snack bars).

5.1.14. Know the location of fire protection and alarm systems, as well as the rules for using them.

5.1.15. Organize the evacuation of consumers from the enterprise in extreme situations, ensure that the police, ambulance, and fire brigade are called if necessary.

5.2. Requirements for a waiter

5.2.1. The waiter must have professional training.

5.2.2. Know and be able to put into practice the rules and techniques of serving consumers, the basic rules of etiquette, and the rules of table setting.

5.2.3. Know the types and purposes of tableware, cutlery, and table linen used in serving consumers.

5.2.4. Know the rules and order of serving dishes and drinks, requirements for their presentation and temperature, compliance of the range of wine and vodka products with the nature of the dishes served.

5.2.5. Be able to create menus for banquets, official and informal receptions.

5.2.6. Know the rules of international etiquette, techniques and specifics of serving foreign consumers (for those working in luxury and high-class restaurants and bars).

5.2.7. Know the peculiarities of preparing, decorating and serving national, branded and custom-made dishes, dishes of foreign cuisines (for those working in luxury and high-class restaurants and bars).

5.2.8. Know the specifics of servicing receptions, banquets, celebrations and other special events, as well as individual consumer groups.

5.2.9. Know the characteristics of dishes and drinks, be able to offer them to the consumer and provide brief information about them during the service process.

5.2.10. Know a foreign language and professional terminology within the conversational minimum.

5.2.11. Know the rules for operating cash registers, the procedure for issuing invoices and settling them with consumers.

5.2.12. Know the forms of settlements with consumers, including foreign currency and credit cards.

5.2.13 Know the basics of psychology and observe the principles of professional ethics when servicing.

5.2.14. In order to ensure the safety of consumers when serving, the waiter must be careful and attentive when setting the table, transporting trays with dishes around the hall, carrying dinnerware and dishes: monitor the condition of the floor in the hall and around the serving area.

5.3. Requirements for a bartender

5.3.1. The bartender must have professional training.

5.3.2. Know the basic rules of etiquette and techniques for serving consumers at the bar and in the hall.

5.3.3. Know the range, recipes, preparation technology, rules for design and serving of alcoholic, low-alcohol cocktails, drinks, as well as snacks, dishes and confectionery.

5.3.4. Know the rules of international etiquette, the specifics and techniques of serving foreign consumers (for those working in luxury and high-class bars).

5.3.5. Know a foreign language for international communication within the conversational minimum.

5.3.6. Know the types and purposes of utensils, tableware, appliances, and equipment used in the preparation and dispensing of drinks and snacks.

5.3.7. Know and comply with the conditions and terms of storage of culinary products and purchased goods, temperature conditions for serving drinks and snacks.

5.3.8. Know the rules for operating video and sound reproducing equipment.

5.3.9. Know the rules for operating cash registers, the procedure for issuing invoices and settling them with consumers.

5.3.10. Know the telephone numbers for calling a taxi, police, ambulance, fire brigade, etc.

5.4. Requirements for a cook serving food for serving

5.4.1. The cook who serves food for distribution (distributor) must have special training and education as a cook.

5.4.2. Know the rules for portioning and dispensing food, and be able to use equipment specially designed for this when dispensing food.

5.4.3. Know the cooking technology, presentation rules and serving temperature of dishes.

5.4.4. Provide consumers with brief information about the dishes sold.

5.4.5. Know and comply with the requirements of regulatory documents on the conditions and periods of storage of culinary products.

5.4.6. Know the design and follow the operating rules of dispensing equipment (heating and refrigeration) in order to ensure safety when serving consumers.

5.5. Requirements for a bartender

5.5.1. The bartender must have professional training.

5.5.2. Know the procedure for servicing consumers and paying them.

5.5.3. To carry out the sale of culinary products and purchased weighted goods to the consumer in strict accordance with the standards for their output and distribution.

5.5.4. Know and follow the rules for operating commercial refrigeration equipment to ensure the safety of consumers during the service process.

5.5.5. Know the assortment, recipes, and preparation technology of the dishes, snacks and drinks sold.

5.5.6. Know the rules for cutting food, the rules for preparing and dispensing dishes and individual goods.

5.5.7. Observe the product proximity, terms and temperature conditions for storing dishes, semi-finished products, culinary products and purchased goods.

5.5.8. Know the types and purposes of utensils, utensils and equipment used.

5.5.9. Know the methods, rules for placing and displaying goods on buffet counters and counters, and the modes of storing food in refrigerated cabinets.

5.5.10. Know a brief technical, technological and culinary description of the goods and products sold.

5.5.11. Know the methods and rules for packaging goods and products.

5.5.12. Know the rules for operating cash registers, the rules for calculating the cost of purchases and paying consumers.

5.6.Requirements for the cashier

5.6.1. The cashier must have professional training.

5.6.2. Know the procedure for performing cash transactions, the rules for settlements with consumers.

5.6.3. Know the range of products sold, their output and prices for products and services provided.

5.6.4. Know the signs of solvency of government banknotes, the procedure for receiving, storing and issuing funds and securities.

5.6.5. Know the structure and operating rules of cash registers of various systems.

5.7. Requirements for a wardrobe attendant

5.7.1. The wardrobe attendant must be trained in the rules of the job.

5.7.2. Know the rules for receiving and storing personal belongings of consumers.

5.7.3. Accept outerwear, hats, shoes and other personal items (umbrellas, bags, briefcases) from consumers for storage and be responsible for their safety in the prescribed manner.

5.7.4. Provide assistance to the elderly, disabled and women in the service process.

5.7.5. If necessary, provide services to consumers in the form of cleaning or minor repairs of outerwear (sewing on a hanger or button).

5.7.6. Be responsible for consumer valuables accepted for storage.

5.8. Requirements for a doorman

5.8.1. The doorman must be instructed on the rules of work.

5.8.2. Know the rules of customer service at this enterprise.

5.8.3. Know the location of fire protection and alarm systems, as well as the rules for using them.

5.8.4. Inform consumers about the location of halls and the availability of free seats in them, the location of the nearest public catering establishments.

5.8.5. Monitor the serviceability of the entrance and internal doors of the enterprise, illuminated advertising, as well as the sanitary condition of the lobby and the area near the entrance doors.

5.8.6. Know the telephone numbers for calling a taxi, police, ambulance, fire brigade, etc.

5.9. Requirements for the seller of a culinary store (department)

5.9.1. The seller of the culinary store (department) must have special training.

5.9.2. Know the procedure for serving consumers in culinary stores.

5.9.3. Know the range and brief descriptions of semi-finished products, culinary and confectionery products sold in the store.

5.9.4. Know the assortment and product characteristics of purchased goods, signs of their poor quality and the procedure for writing off products.

5.9.5. Know the terms and conditions of storage of sold semi-finished products, culinary and confectionery products (temperature conditions, product proximity).

Requirements for the staff of public catering establishments are determined not only by the organization itself, they are also dictated by GOST. Catering establishments are places where many people come, expecting not only to enjoy delicious food prepared in the right conditions, but also to receive high-quality service. There are state standards that such enterprises must comply with, and these standards also stipulate requirements for personnel.

It is important to note that, despite all the exactingness and severity of GOST, catering establishments - canteens, cafes and restaurants - nothing prevents them from maintaining their own style and making additional requirements when hiring staff.

Personnel at catering establishments include not only cooks, waiters and kitchen workers. All employees are divided into three categories:

administrative staff, which includes the director, accountant and managers;
service personnel, which includes those workers who are in contact with customers and are directly responsible for the quality of service in the establishment - administrators, waiters, head waiters, bartenders and bartenders;
production personnel, this category includes cooks, technologists, sushi experts, culinary specialists, confectioners, etc., that is, those who prepare food.

General requirements for employees of all categories

There are requirements that apply to employees of public catering establishments when hiring, regardless of
depending on what category they belong to.

First of all, a sufficient level of professional training is required, which guarantees that the employee knows all the theoretical and practical features of the profession. Thus, cooks must have certificates of completion of educational institutions in the profession of a cook. This specification must be strictly observed.

Compliance with sanitation is mandatory, which requires all personnel, including waiters and hall workers, to have a valid medical certificate. This means that the company obliges the employee to observe the rules of personal hygiene and cleanliness of the workplace. Personal hygiene is very important. For example, chefs are prohibited from having long nails or manicures, or from keeping personal items such as cell phones on kitchen work surfaces.

All workers must be made aware that they must comply with occupational health and fire safety regulations in their workplace. Such training should be carried out by the company itself for its employees.

Requirements for production personnel

The most stringent requirements are imposed on those who work in the kitchen and are engaged in preparing food and preparing food for guests of the establishment.

In particular, such employees must always wear only sanitary clothing and shoes at their workplace. They cannot work in their home clothes. At the same time, such clothes and shoes must undergo regular dry cleaning to ensure they are always free of any traces of dirt. It is permitted to place company logos or badges on such clothing.

At the same time, it is prohibited to go into the hall and communicate with consumers of catering services while wearing sanitary clothing.

All personal clothing of staff, in which people come to work, must be stored during the day in a specially designated room.

If public catering workers show signs of illness, cuts or burns on their hands, the administration of the organization should immediately find out about this and immediately remove this employee from work until he has fully recovered.

Requirements for service personnel

The service personnel of a catering establishment - waiters, administrators, bartenders - are constantly in contact with visitors, so the success and profitability of the business largely depends on their literacy and professionalism.

The main characteristics of such workers are the ability to be polite, tactful, and friendly even during conflict situations. Such personnel should be available to assist guests, such as disabled guests, if necessary.

Waiters must have an excellent knowledge of the menu, including the ingredients and preparation method for each dish.

Administrators must have the skills to work with complaints and claims from guests, and also be responsible for the correct and coordinated work of all employees.

Requirements for administrative personnel

Personnel management in a catering establishment is the responsibility of administrative staff. The competent organization of the activities of the entire institution depends on it.

Such workers must be able to monitor the efficiency of workers and production, know methods for introducing new, modern technologies, monitor the quality of service and conduct safety training in the workplace.

Administrative personnel must carefully monitor compliance with labor protection and sanitary requirements of the enterprise and its employees.

One of the most important requirements is knowledge of the technological process, the procedure for developing and compiling menus, and skills in determining the norms for losses of raw materials. Thus, a technologist or process engineer must be able to monitor the quality of products used in the preparation of dishes, produced by workers of semi-finished products and other culinary products. They are also responsible for screening and organoleptic testing, which must be carried out in a timely manner by all organizations working in the field of providing public catering services.

The requirements for a warehouse manager are the ability to properly organize warehouse management and equip warehouse facilities, as well as supply the organization with the material resources that are necessary for uninterrupted operations.

The warehouse manager must know all the standards and technical conditions that stipulate the storage of products and semi-finished products. He must also be able to systematize and correctly save all incoming documents to account for raw materials stored and used. The warehouse manager is responsible for monitoring the proper operation and timely repair of warehouse and refrigeration equipment. If breakdowns occur, the warehouse manager must immediately notify the directorate and call repair specialists.

The main requirement for a storekeeper is the ability to receive incoming food products, check documentation on site and distribute supplies.

Additional requirements

It is important that all staff know how to properly store the products from which dishes are prepared for guests of the establishment.

First of all, personnel must ensure that all food products received for storage and use are labeled. He must control the quality of these products and their timely disposal.

When receiving packaged products, it is necessary to monitor the correctness and integrity of the packaging. An important requirement is knowledge of the rules of commodity proximity when storing ready-made dishes, prepared products and semi-finished products.

Catering. Requirements for service personnel. GOST R 50935-2007

Attention! This document is no longer valid

Russian legislation

Text of the document as of July 2011

Date of introduction 01/01/97

Preface

1. Developed and introduced by the Technical Committee for Standardization TC 347 “Trade and public catering services”.

2. Adopted and put into effect by Resolution of the State Standard of Russia of August 21, 1996 N 524.

3. Introduced for the first time.

Application area

This standard establishes requirements for service personnel of public catering establishments of various types and classes, regardless of their form of ownership.

The standard is used for certification of public catering services, and can also be used when assigning qualifications to service personnel.

Safety requirements are set out in 4.7, 4.8.

GOST R 50647-94 Public catering. Terms and Definitions.

Definitions

In this standard, the following terms with corresponding definitions apply:

3.1. The catering service is the result of the activities of enterprises and citizen entrepreneurs to meet the needs of the population for nutrition and leisure activities (GOST R 50647).

3.2. The service process is a set of operations performed by the contractor in direct contact with the consumer of services when selling culinary products and organizing leisure activities (GOST R 50647).

3.3. The method of serving consumers is a method of selling public catering products to consumers (GOST R 50647).

3.4. A form of consumer service is an organizational technique that is a variety or combination of methods for serving consumers of public catering products (GOST R 50647).

General requirements for service personnel

4.2. When establishing requirements for service personnel, the following assessment criteria are taken into account:

Level of professional training and qualifications, including theoretical knowledge and the ability to apply it in practice;

Leadership ability (for head waiter);

Knowledge of and adherence to professional ethics;

Knowledge of regulations and guidelines related to professional activities.

4.4. The functions, duties, rights and responsibilities of service personnel must be set out in their job descriptions and approved by the head of the enterprise.

4.5. Job descriptions for service personnel are developed by the enterprise administration based on the requirements of this standard, the tariff and qualification directory of works and professions, taking into account the specifics of each enterprise and the requirements of current legislation.