餐饮服务经理与餐饮管理.docx

附件1：外文资料翻译译文

餐饮服务经理与餐饮管理
餐饮服务经理负责日常的餐厅运作以及为客户的餐饮食品作好准备和提供服务，除此之外，他们还要协调其他各个部门的工作，例如：厨房、餐厅以及宴会的运作，餐饮服务经理要确保他们的客户对他们的餐饮服务感到满意。另外，他们要检查存货、食物的订货单、设备、贮藏量和安排日常的维护以及酒店的保养工作，使得酒店更能服务于客户。经理通常负责所有的行政和商业运作工作包括招收新员工和监督员工的工作情况及培训情况。
在大多数全天开业的餐厅和餐饮便利店里，管理队伍由一个总经理，一个或多个副总经理和一个执行厨师组成。执行厨师负责所有食物的准备工作，包括厨房的运作，菜单的编排，维持高标准的服务质量。在有限的服务空间里，比如三明治店、咖啡馆或是快餐店，总经理而非执行厨师负责监督日常的餐饮准备工作。副总经理在全天营业的便利店里一般监督餐厅或宴会上的监督服务工作。在大的酒店和大型的快餐店以及别的餐饮服务行业里，日常的餐饮时间会持续久一点。个别的副总经理也许监督不同班次的员工。在小一点的酒店里，正式的头衔也许不是很重要，一个人可以担任一个或多个餐饮服务职位的工作，例如：大厨也许是总经理或者甚至有时就是老板。
餐饮服务经理的一个重要的任务是帮助大厨选择成功的菜单条目。这个工作的改变依赖于菜的季节性，酒店应根据季节更换他们菜单的内容，菜单的内容也应该能体现时令菜的特色。尽管许多酒店频繁地改变他们的菜单，然而有些酒店还是很少改变他们的菜单。总经理和执行厨师们选择菜单项，考虑客户的数量和菜的数量。另外还要考虑一些问题，比如什么时候策划一个菜单，包括是否存在一些过时的菜和一些不会过时的优先菜，菜单上需要有多样性和季节性的菜。总经理和执行厨师分析菜谱后决定原料、员工、日常开支，来给不同的菜规定价格，菜单必须足够多，并且提前准备好以便采购人员及时采购。
经理和执行厨师会考虑需要的原料、供应商的订货点，确定新鲜原料的送货时间。他们在餐厅打烊后规划日常的服务和交付，比如亚麻制品的维护或者繁重的餐厅清扫工作或是清扫厨房的设施。总经理同时还要安排设备的维护和修理，协调不同服务，如浪费和有害成分的控制。总经理和执行厨师接受送货是根据定单检查送货内容的。他们必须检查肉、家禽、鱼、水果、蔬菜和烘烤货物是否新鲜，以确保原料能达到预期的效果。他们和供货代理商碰头，补充餐具的储备物、亚麻制品、纸张、洗涤物、用于烹调的器皿、日用器具以及设备等。
总经理必须是一个很好的交流者。他们需要有很好的口才，经常对不同的客户和员工要讲不同的话。他们必须激发员工热情工作，就像一个团队一样，确保餐饮和服务符合适当的标准。经理们还必须保证书写的供应定单清晰而不含糊。
餐饮经理要会见客人，招聘员工，对员工进行培训，必要的时候还要解雇员工，再培训优秀的员工是餐饮经理面临的一个巨大的挑战。经理们在职场上招聘新的雇员，联系学校提供热情的理论课程和烹调的技术，在报纸刊物上安排版面招聘其他的申请者。经理们检查新员工的培训工作，讲解公司的政策和实践。他们规划工作时间，确保足够多的人出现在各个环节。如果工人不能胜任工作，经理就不得不派人去顶替他们的工作暂时替代它们。当酒店变得非常忙的时候，一些经理可以帮助烹饪、清理桌椅或完成其他任务。
餐饮服务经理要确保用餐者的合理性和及时性。他们要研究和解决顾客对餐饮质量和服务的抱怨。他们检查厨房里的货物，找出哪里存在滞销物，一旦发现，他们和厨师一起补救一些被延缓的服务。经理们指导餐厅的清扫和餐具、厨房器具和设备的清理直到达到公司和政府规定的卫生设备标准。总经理还要经常监督员工和资助者的行为，以保证每个人的个人安全。他们要确保遵守健康和安全标准以及地方酒类的规则。
除了它们的常规职责，餐饮服务经理还要完成各种各样的管理分配工作，例如保管员工的工作记录，准备薪水册和按照法律征税以及按劳动时间等发放工资。有些酒店这一类工作是委托副总或记录员作的。但大多数经理保留了这个职责以保证业务记录的准确性。经理还保留了供货和购买设备的记录，确保供货商的账目已付清。
在很多方面，技术影响餐饮服务经理的日常工作，提高工作的效率和生产力。许多酒店使用计算机去跟踪定单、存货（清单）和座位。POS系统允许服务人员把服务重点放在客户定单或是餐桌上，在服务中通过使用便携式仪器或计算机终端把客户的定单准确地传到厨房，这样就可以开始做准备工作了。同样的，使用他们可以处理收银台的系统总计和打印检查，功能就如同现金注册，连接具体的用户卡以及跟踪售后服务。为了减少原料的开销和物品的损坏，许多经理使用清单跟踪软件把用POS软件获得的销售记录与当前的实际记录相比较。一些公司在他们的POS系统中加入一个标准的清单。当供应中的一些特定原料变少时，他们可以通过程序立即从供应商那里得到订货，计算机还帮助酒店的服务经理更有效地跟踪员工的时间安排和分发薪水。
餐饮服务经理使用Internet去跟踪工业新闻，发现新食谱，做市场调研，购买补给品或设备，招聘新员工以及培训员工等。访问Internet也使得客户服务更加高效。许多酒店支持网站服务包括菜单和在线升级，提供酒店位置信息，并可以选择预定业务。
总经理计算营业额和收到的收据，保持它们与营业纪录的平衡，他们负责在银行存储一天的收据或将它们保存在安全的地方。最后，经理还负责锁门，检查烤箱、烤架，关灯，打开报警系统。
餐饮服务经理每天第一个到公司最后一个离开公司，工作时间较长，每天要工作12到15个小时，每周五十个小时或者更多，有时一周要工作7天都是很正常的。餐饮便利店的总经理，像学校、工厂或咖啡厅，工作起来更加正规，因为工作时间的安排符合他们所服务行业的商业要求。然而，更多经理的工作时间却是不可预知的。
经理应该是冷静、灵活，能应对突发事件，例如：火灾、水灾，以确保每个人的安全，经理还应该能暂时代替缺席员工工作。经理还经常体验同时协调一系列活动的压力。当问题发生时，经理的责任是解决问题，并且尽可能小地伤害到用户。这种工作是繁忙的，对于怒不可竭的用户和不配合的员工，做这份工作会让他们感到倍受压力。
经理可能已经经历过这种压力，他们可能会忍受而不去面对这种压力，也有的经理会尽快地解决这类事。
2002年餐饮服务经理方面的职位有386000个，大多数经理是老板支付薪水的，但大约三分之一的自己经营餐馆的经理独立于酒店和其他小的餐饮服务业。大约四分之三的支付薪水工作的餐饮管理经理是在全天营业的酒店或有限服务的餐饮地点工作的，例如：快餐店和咖啡馆。其它餐饮业的支付薪水的工作大多在酒吧和特殊餐饮服务—— 一种包括餐饮服务承包的产业，它为工业、政府、商业和工业坐落区提供餐饮服务。一小部分支付低薪水的餐饮工作一般是在宾馆、教育、娱乐场所、赌博场所、疗养院、医院等。餐饮工作遍布城乡为想全天工作的人们提供了好就业机会。
大多数餐饮公司和国家以及地区餐饮连锁业招收管理培训员有2年到4年的学院管理程序的培训计划。餐饮连锁业偏好于雇佣有餐饮专业学位的人们在餐厅工作，但他们也雇佣毕业于其他专业的人们工作，因为这些人对餐饮服务有着极大的兴趣，他们也很有才干。一些餐饮服务经理的职位特别是自己开餐厅的经理更能从食物和饮料的准备上获得丰富的经验。男服务员、女服务员、厨师和快餐工作者证明了他们通过培训也有成为经理的潜力。作为厨师，执行厨师需要更多的经验，有时就要和副总经理一样。
一个大学毕业生在学校所受的教育在餐饮服务管理这个职业中提供了特殊的力量，许多专科学校和综合性大学为学生提供了4年的餐饮学习课程。2年和4年的课程让他们得到了很好教育，学了很多相关的知识，如营养学，卫生学，准备食物等，还要学会计学，商业法，计算机科学和管理等。一些课程把课堂理论学习和具体实践结合在一起提供了学生实际操作的机会。另外，许多教育机构提供厨师课程。像这些训练能为学生的厨师职业提供基础，提高了厨师的熟练程度。
大多数餐饮链和餐饮管理公司为了管理设有严格的培训课程。通过课堂和实际的训练，受训者接受到教育并在餐饮管理各方面操作中得到了工作经验。这些方面包括原料的准备、营养、安全、卫生公司制度和程序、人事管理、记录保留和报表等。在使用电脑管理餐饮方面培训也是非常重要的。一般6个月或1年，受训者被委任为助理经理。

附件2：外文原文（复印件）
Food service managers are responsible for the daily operations of restaurants and other establishments that prepare and serve meals and beverages to customers. Besides coordinating activities among various departments, such as kitchen, dining room, and banquet operations, food service managers ensure that customers are satisfied with their dining experience. In addition, they oversee the inventory and ordering of food, equipment, and supplies and arrange for the routine maintenance and upkeep of the restaurant, its equipment, and facilities. Managers generally are responsible for all of the administrative and human-resource functions of running the business, including recruiting new employees and monitoring employee performance and training.
In most full-service restaurants and institutional food service facilities, the management team consists of a general manager, one or more assistant managers, and an executive chef. The executive chef is responsible for all food preparation activities, including running kitchen operations, planning menus, and maintaining quality standards for food service. In limited-service eating places, such as sandwich shops, coffee bars, or fast-food establishments, managers, not executive chefs, are responsible for supervising routine food preparation operations. Assistant managers in full-service facilities generally oversee service in the dining rooms and banquet areas. In larger restaurants and fast-food or other food service facilities that serve meals daily and maintain longer hours, individual assistant managers may supervise different shifts of workers. In smaller restaurants, formal titles may be less important, and one person may undertake the work of one or more food service positions. For example, the executive chef also may be the general manager or even sometimes an owner.
One of the most important tasks of food service managers is assisting executive chefs as they select successful menu items. This task varies by establishment depending on the seasonality of menu items, the frequency with which restaurants change their menus, and the introduction of daily or weekly specials. Many restaurants rarely change their menus while others make frequent alterations. Managers or executive chefs select menu items, taking into account the likely number of customers and the past popularity of dishes. Other issues considered when planning a menu include whether there was any unserved food left over from prior meals that should not be wasted, the need for variety, and the seasonal availability of foods. Managers or executive chefs analyze the recipes of the dishes to determine food, labor, and overhead costs and to assign prices to various dishes. Menus must be developed far enough in advance that supplies can be ordered and received in time.
Managers or executive chefs estimate food needs, place orders with distributors, and schedule the delivery of fresh food and supplies. They plan for routine services or deliveries, such as linen services or the heavy cleaning of dining rooms or kitchen equipment, to occur during slow times or when the dining room is closed. Managers also arrange for equipment maintenance and repairs, and coordinate a variety of services such as waste removal and pest control. Managers or executive chefs receive deliveries and check the contents against order records. They inspect the quality of fresh meats, poultry, fish, fruits, vegetables, and baked goods to ensure that expectations are met. They meet with representatives from restaurant supply companies and place orders to replenish stocks of tableware, linens, paper products, cleaning supplies, cooking utensils, and furniture and fixtures.
Managers must be good communicators. They need to speak well, often in several languages, with a diverse clientele and staff. They must motivate employees to work as a team, to ensure that food and service meet appropriate standards. Managers also must ensure that written supply orders are clear and unambiguous.
Managers interview, hire, train, and, when necessary, fire employees. Retaining good employees is a major challenge facing food service managers. Managers recruit employees at career fairs, contact schools that offer academic programs in hospitality or culinary arts, and arrange for newspaper advertising to attract additional applicants. Managers oversee the training of new employees and explain the establishment policies and practices. They schedule work hours, making sure that enough workers are present to cover each shift. If employees are unable to work, managers may have to call in alternates to cover for them or fill in themselves when needed. Some managers may help with cooking, clearing tables, or other tasks when the restaurant becomes extremely busy.
Food service managers ensure that diners are served properly and in a timely manner. They investigate and resolve customers complaints about food quality or service. They monitor orders in the kitchen to determine where backups may occur, and they work with the chef to remedy any delays in service. Managers direct the cleaning of the dining areas and the washing of tableware, kitchen utensils, and equipment to comply with company and government sanitation standards. Managers also monitor the actions of their employees and patrons on a continual basis to ensure the personal safety of everyone. They make sure that health and safety standards and local liquor regulations are obeyed.
In addition to their regular duties, food service managers perform a variety of administrative assignments, such as keeping employee work records, preparing the payroll, and completing paperwork to comply with licensing laws and reporting requirements of tax, wage and hour, unemployment compensation, and Social Security laws. Some of this work may be delegated to an assistant manager or bookkeeper, or it may be contracted out, but most general managers retain responsibility for the accuracy of business records. Managers also maintain records of supply and equipment purchases and ensure that accounts with suppliers are paid.
Technology influences the jobs of food service managers in many ways, enhancing efficiency and productivity. Many restaurants use computers to track orders, inventory, and the seating of patrons. Point-of-service (POS) systems allow servers to key in a customer order, either at the table, using a hand-held device, or from a computer terminal in the dining room, and send the order to the kitchen instantaneously so preparation can begin. The same system totals and prints checks, functions as a cash register, connects to credit card authorizers, and tracks sales. To minimize food costs and spoilage, many managers use inventory-tracking software to compare the record of sales from the POS with a record of the current inventory. Some establishments enter an inventory of standard ingredients and suppliers into their POS system. When supplies of particular ingredients run low, they can be ordered directly from the supplier using preprogrammed information. Computers also allow restaurant and food service managers to keep track of employee schedules and paychecks more efficiently.
Food service managers use the Internet to track industry news, find recipes, conduct market research, purchase supplies or equipment, recruit employees, and train staff. Internet access also makes service to customers more efficient. Many restaurants maintain Web sites that include menus and online promotions, provide information about the restaurant location, and offer patrons the option to make a reservation.
Managers tally the cash and charge receipts received and balance them against the record of sales. They are responsible for depositing the day receipts at the bank or securing them in a safe place. Finally, managers are responsible for locking up the establishment, checking that ovens, grills, and lights are off, and switching on alarm systems.
Working Conditions [About this section] Back to Top
Food service managers are among the first to arrive in the morning and the last to leave at night. Long hours—12 to 15 per day, 50 or more per week, and sometimes 7 days a week—are common. Managers of institutional food service facilities, such as school, factory, or office cafeterias, work more regular hours because the operating hours of these establishments usually conform to the operating hours of the business or facility they serve. However, hours for many managers are unpredictable.
Managers should be calm, flexible, and able to work through emergencies, such as a fire or flood, in order to ensure everyone safety. Managers also should be able to fill in for absent workers on short notice. Managers often experience the pressures of simultaneously coordinating a wide range of activities. When problems occur, it is the manager responsibility to resolve them with minimal disruption to customers. The job can be hectic, and dealing with irate customers or uncooperative employees can be stressful.
Managers also may experience the typical minor injuries of other restaurant workers, such as muscle aches, cuts, or burns. They might endure physical discomfort from moving tables or chairs to accommodate large parties, receiving and storing daily supplies from vendors, or making minor repairs to furniture or equipment.
Employment [About this section] Back to Top
Food service managers held about 386,000 jobs in 2002. Most managers were salaried, but about one-third were self-employed in independent restaurants or other small food service establishments. Almost three-fourths of all salaried jobs for food service managers were in full-service restaurants or limited-service eating places, such as fast-food restaurants and cafeterias. Other salaried jobs were in drinking places (alcoholic beverages) and in special food services—an industry that includes food service contractors who supply food services at institutional, governmental, commercial, or industrial locations. A small number of salaried jobs were in traveler accommodation (hotels); educational services; amusement, gambling, and recreation industries; nursing care facilities; and hospitals. Jobs are located throughout the country, with large cities and tourist areas providing more opportunities for full-service dining positions.
Training, Other Qualifications, and Advancement [About this section] Back to Top
Most food service management companies and national or regional restaurant chains recruit management trainees from 2- and 4-year college hospitality management programs. Restaurant chains prefer to hire people with degrees in restaurant and institutional food service management, but they often hire graduates with degrees in other fields who have demonstrated interest and aptitude. Some restaurant and food service manager positions—particularly self-service and fast-food—are filled by promoting experienced food and beverage preparation and service workers. Waiters, waitresses, chefs, and fast-food workers demonstrating potential for handling increased responsibility sometimes advance to assistant manager or management trainee jobs. Executive chefs need extensive experience working as chefs, and general managers need prior restaurant experience, usually as assistant managers.
A bachelor degree in restaurant and food service management provides particularly strong preparation for a career in this occupation. A number of colleges and universities offer 4-year programs i