Enumeration of the services and goods on sale of the cafe. Catering

The restaurant services market is currently developing at a tremendous pace. New businesses are springing up like mushrooms after the rain, the emergence of new formats of establishments is announced almost every month. Both the recipe of dishes and the technology and equipment for their preparation are being improved - both, refrigerated chests and universal kitchen machines and combines. All activities and considerable costs are directed towards meeting the needs of any client. At the same time, you have to keep your finger on the pulse of events, introduce new forms of service and technological ideas, and keep up with the spirit of the times.

It is not only the ranks of the gourmet army that are growing, they are changing significantly from addictions and needs. If a few years ago it was possible to see queues at McDonald's restaurants hundreds of meters long or sold out in sushi bars and Japanese restaurants, now the client is spoiled by French cuisine and demands from the establishment a convenient parking lot, a children's room, a billiard room and a dance floor. This addition is required by the outstanding masterpieces of a professional chef and the most modern kitchen appliances. The struggle for customer, attendance and profit forces business owners to actively seek original solutions in the field of additional services.

Additional services in the restaurant - profit must grow!

It's been a long time since a restaurant is considered just a place where you can enjoy good food at lunch or dinner. Currently, it is a place for business meetings, and an arena for corporate events and an option for family vacations. Hence the desire not only to sit at the table, but also to dance, sing in karaoke, give joy to children, watch your favorite movie, etc. And if there is also an opportunity to take part in the preparation of your favorite dish or be a guest at a fashion show, the popularity of the institution can reach sky-high heights. Hence the source of additional profit.

• Multiformat

There are many formats for providing additional services in restaurants. But the most profitable is the unification under the auspices of the restaurant business (of course, good cuisine is still one of the main pleasures) of several formats aimed at meeting the most varied needs of a person who has come to rest. Such conglomerates are designed not only to detain the client for the maximum time, but also to present him with some specific services that will make an impression and remain in the memory for a long time. So, many restaurants of oriental cuisine have acquired cozy hookah rooms, and classic restaurants have opened children's cafes. A good option for providing a wide range of services is to attract a client to spend all his free time in a restaurant - from morning coffee and a business lunch with business partners to a great dinner and entertainment program.

Statistics insist that the combination of two or more formats of the establishment leads to significant growth. customer base in comparison with any classic enterprise, even with an inimitable forge and an eminent chef. However, it is worth thinking about the harmony of projects (a karaoke club in a solid hall of a classic institution will be somewhat out of place) and about limiting the number of formats so as not to destroy the harmonious concept of the enterprise.

• Cognitive and educational services

Conducting diverse training events and master classes related to the secrets of the culinary art and the use of modern kitchen technology has long become commonplace for many restaurant businesses. It is the opportunity to learn how to cook a variety of classic and exotic dishes, to join the secrets of the skill of a professional chef that attracts huge audiences for adults and children.

• Takeaway: delivery and culinary department

A very popular additional service has become the offer not only to spend time at the restaurant table, but also to please yourself and your loved ones with excellent cuisine at home. Especially popular in the culinary departments are not so much the dishes of the main menu as original additions - sauces and dressings for salads, mixtures of spices, branded dough, which make it possible to diversify the daily home menu and add new unique notes to it. The taste and aroma of your favorite dishes at home will always serve as an excellent advertisement for the establishment.

It's hard to surprise with takeout food in a restaurant with a solid reputation. But specialized off-site menus - sets for picnics, outdoor barbecues, fishing trips or out into the woods to pick mushrooms - can turn out to be a real original word in business. It is only necessary to precisely adjust to the atmosphere of the event, to create a set that will fit into the atmosphere. At the same time, the client is extremely satisfied - his favorite institution accompanies him everywhere, giving him joy in any setting.

• The cultural program

The cultural program can turn out to be a serious plus in attracting clients for establishments of any format. The time of quiet time at the table with soft music is over. Concert program or watching a sensational film, an exhibition of works by an artist or broadcasting significant sporting events - in these ways, you can significantly increase the flow of customers. It is advisable here to choose a format that matches the style of the establishment. And, of course, live music in the hall is still beyond competition. In other words, absolutely everything that can give a visitor is good. positive emotions and leave a memorable mark.

• Children's room

Due to the constantly deepening in life modern man lack of communication with children, the presence of a children's room in a restaurant can play a significant role in the growth of its popularity. It is this service that will allow a person to spend a real family evening in their favorite institution, have a calm and tasty dinner, chat with friends and family, and bring joy to children. In addition, a children's room can provide a person with a few free minutes in a situation where the child has no one to leave at home. For children who have received an unexpected gift in the form of a company of peers and exciting activities, such as a children's play or games with professional animators, educational activities or sports events, the visit will also be joyful and memorable. Needless to say, this can turn out to be a source of solid profit both in the future and in the present, based on tradition. hourly pay this type of service.

How to implement additional services

The implementation of any set of additional services requires a comprehensive analysis of a huge number of factors. First of all, it is necessary to accurately navigate which of them will suit the formed style and profile of the institution. After all, a modern pizzeria, with its menu and equipment, is unlikely to fit into the framework of a classic Arab coffee house restaurant, and children's desserts will at least be useless in a beer pub.

The best option before introducing something new is always to find out the opinions and interests of the existing clientele. It is they who form the image of the institution, and it is from them that you should ask about the vision of what could improve its performance and attractiveness. No one will be able to offer a universal formula for the introduction of additional services, because each institution, as well as its clientele, is purely individual.

Everything will have to be taken into account - and the age of the main contingent of visitors, and their social status, and the main occupation. Quite good results are obtained by studying the experience of fellow competitors in this matter. The viability of each of the ideas can be tested by holding one or more trial events, with the promotional attraction of an expanded flow of visitors.

All additional services should not only match, but also emphasize the style of the institution, deepen its image, and form additional harmonious features of the image. Of course, new expenses are inevitable, but successful finds promise a considerable increase in profits.

Introduction.

Catering is a branch of the national economy, the basis of which is made up of enterprises characterized by the unity of the forms of organization of production and customer service and differing in types and specialization.

Public catering development:

· Gives a significant economy of social labor due to a more rational use of technology, raw materials, materials;

· Provides workers and employees with hot food during the working day, which increases their efficiency, maintains health;

· Makes it possible to organize balanced rational nutrition in children's and educational institutions.

Public catering was one of the first sectors of the national economy to embark on the transformation rails, having accepted the burden of the most acute problems of the transition period on market relations. The privatization of enterprises took place at a rapid pace, the organizational and legal form of public catering enterprises changed. A large number of private small businesses have sprung up. In 1995. the law of the Russian Federation “On state support small business in Russian Federation”. This law is one of the fundamental for the period when the rate sharply changes from one hundred percent state monopoly on the farm to market relations. He determines which of them can count on the support of the state. Therefore, specialized enterprises that began to disappear in the early years of privatization are now gaining momentum in their development (barbecue, dumplings, pizzerias, bistros, etc.).

Many catering establishments are purely commercial, but along with this social catering is developing: canteens at manufacturing enterprises, student, school canteens. Food factories and firms appear that take on the tasks of organizing social food.

Catering establishments perform three interrelated functions:

· Production of culinary products;

· Sale of culinary products;

· Organization of its consumption.

Characteristics of the restaurant, a list of services provided (according to GOST 50-764-95).

In accordance with GOST 500761-95 “Catering services. General requirements ”certain requirements are imposed on catering services. The public catering service is the result of the activities of enterprises and citizens-entrepreneurs to meet the needs of the consumer in food and leisure. Service process - a set of operations performed by the performer in direct contact with the consumer of services in the sale of culinary products and the organization of leisure. The quality of the service must meet the stated or anticipated needs of the customers. Catering services must meet safety and environmental requirements, intended purpose and be provided to consumers in conditions that meet the requirements of current normative documents... In the process of serving consumers, the range of services must correspond to the type of enterprise. When providing services, the requirement of ergonomics must be taken into account, i.e. compliance of service conditions with hygienic, anthropometric, physiological needs of consumers. Compliance with the requirements of ergonomics ensures the comfort of service.

The service provided must meet the requirements of aesthetics. Aesthetics is characterized by the harmony of the architectural and planning solutions of the premises of the enterprise, as well as the conditions of service, including appearance service personnel, table setting, design and presentation of culinary products. The consumer must receive complete, reliable and timely information about the service provided.

Basic catering service – food service . A food service is a service for the manufacture of culinary products and the creation of conditions for their sale and consumption in accordance with the type and class of the enterprise and are subdivided into the following:

· Restaurant catering service;

· Bar catering service;

· Cafe food service;

· Canteen catering service;

· Diner catering service.

Services for organizing the consumption of products and services include:

· Organization and service of celebrations, ritual events;

· Organization of meals and services for participants of conferences, meetings, cultural events, etc .;

· Delivery of culinary products and confectionery and consumer services in offices and at home;

Customer service along the way passenger transport;

· Room service in hotels;

· Organization of rational complex nutrition, etc.

In restaurants and bars, much attention is paid to the organization of leisure services. Leisure services include:

Organization of musical services:

· Organization of concerts, variety programs;

· Provision of newspapers, magazines, board games, slot machines, billiards.

Service culture - one of the main criteria in assessing the performance of public catering workers. The main factors that determine the culture of service include the availability of a modern material and technical base, the types and nature of services provided, the range and quality of products, the introduction of progressive forms of service, the level of advertising and information work, professional skill catering workers. The culture of service at a high level increases the competitiveness of the enterprise, which is very important in market relations.

According to the level of service and the range of services provided, restaurants and bars are divided into three classes - luxury, superior, first, which must meet the following requirements:

"Luxury" - sophistication of the interior, a high level of comfort, a wide range of services, an assortment of original, exquisite customized and branded dishes, products for restaurants, a wide selection of customized and branded drinks, cocktails for bars;

"higher"- the originality of the interior, the choice of services, comfort, a varied assortment of original, exquisite custom-made and branded dishes and products for restaurants, a wide selection of branded and custom-made drinks and cocktails for bars;

"first ”- harmony, comfort and choice of services, a varied assortment of branded dishes and products, complex drinks for restaurants, a set of drinks, simple cocktails, incl. customized and branded - for bars.

Restaurants are distinguished:

· by the range of products sold – fish, beer, with national cuisine or cuisine of foreign countries;

· by location - restaurant at the hotel, in the recreation area, restaurant car, etc.

The main types of banquets.

Banquet - This is a ceremonial party breakfast, lunch or dinner, arranged in honor of any person, event or celebration. Banquets can be formal (receptions) and informal (family celebrations, friendly meetings, etc.).

Depending on the form of service, banquets-receptions can be divided into several types: banquet-reception at the table with full service by waiters; banquet at the table with partial waiter service; banquet-buffet, banquet-cocktail, banquet-cocktail buffet, banquet-tea, coffee.

The organization of any banquet includes receiving and placing an order, preparing the banquet for service and service. The organization and precise work on preparing for the banquet service depends on how detailed and timely all the details of the banquet are determined and agreed upon between the customer and the performer (restaurant administration).

Orders for servicing weddings, anniversaries and other celebrations are accepted by the director, head waiter or administrator. When placing an order, the date of service of the celebration, the number of participants, the type of service, the reason for arranging a banquet (meeting, anniversary, wedding or holiday date, etc.) are agreed with the customer. ), venue (name or number of the hall), start and end times of service, sample menu and preliminary cost of the order. Upon receipt of the order, the organizer is offered to get acquainted with the room for the banquet, the arrangement of tables, the accommodation of guests, and the decoration of the hall. It is also being specified whether an aperitif will be served to guests, whether flowers are needed to decorate the table, music during a banquet, a place for dancing. The employee who accepts the order acquaints the customer with the operating rules of the enterprise, the service procedure, as well as the procedure for reimbursing possible losses due to the fault of the customer and guests.

The banquet menu is compiled at the request of the customers, depending on the capabilities of the enterprise. After agreeing on the menu, the customer pays 50% of the order value, the cashier issues a cash receipt and a receipt for it, which is handed to the customer. The order is registered in a special order book.

In the future, no later than two days before the start of the celebration, the head waiter draws up with the customer and draws up the order-invoice.

The invoice order is issued in five copies, approved by the head of the company and transferred to the cashier. The cashier accepts an additional payment for the order from the customer (based on the incoming cash order), certifies the order-invoice with his signature and puts the stamp “paid”.

The first copy of the Order-invoice is transferred to the customer, the second remains with the cashier, then it is transferred to the accounting department along with the cash account, and the third, fourth and fifth are sent, respectively, to the foreman of the waiters, who will serve the banquet, to the kitchen and to the buffet. The fourth and fifth copies of the order invoice after the order is completed are handed over to the accounting department .

New forms of service

Buffet service is primarily to accelerate customer service, which increases the throughput of the sales area, requires a smaller number of qualified personnel, etc. This form of service is used in restaurants where breakfast, lunch and dinner are constantly used by a large number of visitors.

There are no special requirements for sales areas for organizing customer service using this method. Sales areas should be bright, well-ventilated and free enough to provide the necessary amenities for visitors.

Depending on the size of the dining table area, its configuration and the location of doors, windows, columns, etc., as well as the expected number of visitors who may come at the same time, one or two distribution lines are installed in the hall.
Dispensers are installed at a distance of 1-1.5 m from the walls, taking into account the need to exclude oncoming flows of visitors. Tables and chairs are arranged in the rest of the free area of ​​the hall. They are covered with white or colored tablecloths. If the table tops are hygienic, it is not necessary to cover them with tablecloths.

The range of products can be offered as follows:

Breakfast - butter, sausage, ham, salads, vegetables, pancakes, cheese cakes, cereals, meat, vegetable, dairy, egg dishes, dairy products, various juices, flour confectionery.

Dinner - a variety of fresh vegetable salads, vinaigrette, herring, marinated fish, butter, cheese, sour cream; from the first courses - broth with croutons, pies; puree soup, borscht, etc.; from the second courses - fried fish, boiled meat, cabbage rolls, potato and carrot cutlets; side dishes - fried potatoes, friable porridge, stewed cabbage; for dessert - compote, jelly, jelly and hot drinks (tea, coffee).

Dinner - butter, cheese, roast beef, boiled pork, fermented milk products; hot fish dishes, natural meat, stewed vegetables, casseroles, cottage cheese dishes, assorted pastries, tea, fruits, juices.

It is important that the assortment of food and drinks is varied. The consumer should be able to taste a few dishes a little at a time - this is one of the advantages of the buffet. The range of products must be changed by day of the week.

Before entering the hall, visitors pay the cost of a single meal in advance. For the organization of groups of visitors, the cost of food can be paid in advance by bank transfer, and each visitor is issued a pass for a separate meal. A menu is posted near the checkout. Upon entering the hall, visitors give a check or coupon to the controller and go to the handout. Visitors choose dishes, put them on plates and sit down at the table. There are waiters in the hall who serve tables, remove used dishes. At the request of consumers, waiters can serve them at the table - taking into account age, physical disabilities and other reasons. Here, in the hall, the sale of drinks, tobacco products for cash through a small bar or with the help of special carts can be organized.

Coffee break belongs to the number of short-term and intermediate forms of banquet service.

Arrange for short breaks during meetings, press conferences, etc. no more than 15 minutes. Canapes and small cakes are served. The methods of serving are different, but for the most part, like at a cocktail reception, mainly on a tray "by hand" due to the time and organization regulations in various premises.

In the trading floor where the coffee break is held, tables equipped with express coffee makers and samovars are being restored. Bottles of mineral water and soft drinks are displayed on separate tables. Clean glasses are also placed here.

Diplomatic reception

Diplomatic techniques are one of the generally accepted and widespread forms of foreign policy activity of governments, foreign affairs agencies, diplomatic missions and diplomats. Receptions are held as to commemorate important events (national holidays, anniversary dates, anniversaries of the signing of agreements, as well as on the occasion of the stay of a distinguished guest or delegation in the country), and in the daily routine of the ministries of foreign affairs and embassies. Receptions organized by the diplomatic mission contribute to the establishment, maintenance and development of contacts between the embassy and the host country. At such receptions, foreign diplomats explain the policies of their countries, collect information about the host country, exchange views on important international issues... Therefore, any diplomatic reception is of great political importance both for those who are satisfied with it and for the guests present at it. Even more important are the political receptions organized by the country's governing bodies in honor of distinguished foreign guests or delegations. The traditions of holding receptions are rooted in antiquity. Hospitality has been and remains an essential indicator of the honor and dignity of the people and the state. Accommodation of guests, service at the table are carried out in accordance with the protocol. The word "protocol" means a set of rules, traditions and conventions followed by governments, officials in international communication. In international communication, compliance with the protocol is mandatory; each country can make its own changes, taking into account national characteristics, customs, etc.

Only persons holding official positions are invited to diplomatic receptions. These banquets are strictly official. . Long-term international practice has established the types of diplomatic receptions, methods of their preparation, diplomatic etiquette, which the participants of receptions adhere to.
Business practices can be classified as follows:
sitting techniques with seating available;
standing techniques - no seats.
There are the following types of diplomatic receptions

"Glass of champagne" and "glass of wine"

These two types of receptions, considered a kind of cocktail reception, begin at 12 noon and end at 1 pm During such a reception, champagne, wine, juices are usually served. As an appetizer - a small cake, canapé sandwiches, nuts, etc. The cocktail is usually held in a standing position. Dress code - casual suit or dress.

The reason for such receptions may be a national holiday, the arrival or departure of a delegation, the signing of a contract or agreement, the departure of an ambassador, the opening of a trade and industrial exhibition. As a rule, these receptions are held in the same building where the ceremony took place, in a specially equipped room or foyer. Drinks and light meals are served by the waiters. The main drink is champagne. Light snacks are sweets, fruits, canapé sandwiches and others that do not require cutlery and table setting. Strong drinks - cognac, vodka, whiskey, gin - are not served at daytime receptions. At the same time, sometimes they organize a bar separately or serve whiskey, gin, vodka on a tray.

A characteristic feature of this technique is the need to eat while standing. As an exception, only older women are allowed to sit down for a while. For men, regardless of age, there is no such exception.

There is no special order of accommodation for guests: they are scattered in the hall chaotically. And one more feature: these techniques are official, that is, they are present only officials without spouses.

Breakfast

Lunch is a breakfast party, or second breakfast, which often replaces a light lunch. Lunch can be light - for those who have dinner in the evening, or a hearty one that replaces lunch for those who only have dinner in the evening. The time of its holding starts from the interval between 12.00 - 12.30, which in many European countries coincides with the time of the lunch break in institutions, firms, concerns. Lunch continues from 3 pm The list of traditional Western European dishes served for lunch is limited. These include: all kinds of soufflés (from game, goose liver, broccoli, cauliflower, potato, chicken, duck, lobster, semolina, noodles, etc.), chicken wrapped in a cake. Chops and cutlets, cooked chicken and fish are also fine, but large fried cuts of meat are usually left over for lunch. Even light soups are possible, although there are no rules on this once and for all. Abundant salads, spaghetti for similar simplified dishes at informal lunches, guests impose themselves, service by waiters is not provided. The official lunch is similar in most of the details to the official lunch, although it has some differences. So, it cannot take place without the participation of a certain number of service personnel - waiters. But unlike a formal dinner, such staff can be both men and women.

The official lunch is usually scheduled for 13.00. If after an official dinner guests can stay for a long time for communication, then after an official lunch - write within 30 minutes after the reception. Another difference is that women are allowed to wear their hats during lunch, although outerwear in gloves, they leave in the wardrobe. An official lunch includes three courses: soup or appetizer, main course, dessert. On rare occasions, a fourth course of seafood is served. It is offered before soup. Most often, the menu is limited to fruit salads, seafood, one hot dish, such as fried chicken with salad. Any lunch is characterized by an abundance of baked bagels, buns sprinkled with poppy seeds or nuts, and puff pastries. Waiters on the tables in advance, next to the baked goods, arrange dishes with butter, which is shaped into roses, curls, balls, but not cubes, as during a regular breakfast. Only dishes with fruits, sweets, nuts are put in advance. Plates with hot dishes are filled in the kitchen, they are brought by the waiter. After serving a hot dish, before dessert, the table is completely empty, including dishes with bread, pepper shakers, salt shakers. For lunch, it is appropriate to serve one kind of wine, for example, Rhine wine or claret. Tea or iced coffee is a must. There should always be a jug of water on the table or glasses of water in front of each appliance.

Formal lunch

A formal dinner is considered the most honorable type of reception. It starts between 17.00 and 19.00. In diplomatic practice, lunch starts at 20.00 or 20.30, but no later than 21.00. It lasts 2-3 hours, but it can be longer. In this case, the guests are at the table for about 1 hour, and the rest of the time in the living rooms. In some cases, there is a cocktail after dinner. Then the guests present at the dinner, at the end of it, to another room, where the persons invited to the cocktail have already gathered.

A formal dinner, regardless of the number of participants, is subject to strict rules - from the arrival of guests to their departure. The very concept of "official" means that dinner is accompanied by many ceremonial procedures, followed in every detail. For example, a formal dinner requires serving exclusively by male staff, although this condition is often not met. Guests should arrive on time, but not earlier. Better to be a little late.

« Tea"

Set up between 4 pm and 6 pm, usually for women only. For example, the wife of a foreign minister arranges tea for the wives of the heads of diplomatic missions; the ambassador's wife - for the wives of other ambassadors, other women, etc. Cases of inviting men to tea are also possible. One or several tables are set for tea, depending on the number of guests, confectionery and bakery products, fruits, dessert and dry wines, juices and mineral water are served. Snacks (canapes with sparks, fish, cheese) are rarely served with tea, and if they are served, then in small quantities. Duration of tea is 1-1.5 hours.

"Zhur fix"

This type of reception is arranged by the wife of the Minister of Foreign Affairs or another member of the government, or by the wife of the ambassador, once a week on the same day and hour during the entire fall-winter season (from autumn to summer). Invitations to such receptions ("Wednesdays", "Thursdays", "Fridays") are sent out once at the beginning of the season and are valid until the end of the season, unless a special notice of the break follows. Those who have received an invitation to the "zhur fix" can come to it without additional invitations. In terms of the time and the food and the form of dress, this technique does not differ from "tea". Sometimes such techniques take the form of musical or literary evenings. Men are also invited to receptions "journalism".

"Cocktail" or "a la buffet"

They start from 17 to 18 hours (17, 17:30, 18) and last two hours. Treats - various cold snacks and pastries, fruits. Sometimes hot snacks are also served. Treats should not be plentiful. At receptions of this type, alcoholic beverages are displayed on tables or, being poured into glasses, are carried by waiters. Sometimes a buffet is arranged in one of the halls, where waiters serve drinks for those who wish.

At the end of the reception, champagne may be served, followed by coffee.

Receptions such as "cocktail" or "a la buffet" are held standing. Guests come to the tables, collect snacks on their plates and leave the tables to allow other guests to approach them. It is recommended to set tables with refreshments not in the middle of the hall or room, but along the walls with small gaps from the walls for service personnel. The center of the hall or room should be provided to guests.

The dress code for this reception is a casual suit or a tuxedo, depending on the specific case and an indication of this in the invitation .

"Lunch buffet"

This type of reception differs from the usual dinner in the following features: guests are seated at separate tables for 5-6 people, treats are based on the principle of self-service. The guests themselves take the food, which is on a separate table. This kind of reception is less formal than a regular dinner. Dress code, depending on the instructions in the invitation .

"Dinner"

Starts at 21 o'clock and later. The dinner and wine menu is the same as for lunch. Dress code - black suit, tuxedo or tailcoat; for women - evening dress.

Dinner differs from lunch only by the time it starts - not earlier than 21 hours .

The types of receptions are film screenings, musical and literary evenings, friendship evenings, meetings for playing chess, other sports games, etc. These listed activities are usually accompanied by a light meal. The uniform for such events is a casual suit, for women - a suit or dress.

INVITATION

Talking about the rules of etiquette taken into account in the organization business receptions, we should first of all mention the invitations.
Invitations are usually made in a typographic way, and additional information (last name, first name, patronymic of the invitee) can be entered by hand.

The invitation does not include the date of departure and the signature.
The first lines of the invitation give information about who (which organization) is inviting to the reception and for what reason. Usually the phrase "invites" or "has the honor to invite" is used, followed by the last name, first name, patronymic of the invitee.
The second part of the invitation indicates the form of the reception (lunch, cocktail, etc.), when and where it will take place.
In the invitation to breakfast, a glass of champagne, a glass of wine, a cocktail, it is customary to indicate the start and end times of the reception, for example 12.00-13.30.

The invitation, as a rule, contains a request to confirm the intention to be present at the reception. It has been accepted that this request be indicated in capital French letters: R.S.V.P. (Repondez s "il-vous-plaot -" Please answer ").

If the letter R.S.V.P. crossed out or absent (this is the case mainly in invitations to receptions held while standing, without seating at the table), it is not necessary to give one or another answer. All commonly used conventional texts in etiquette (similar to the text above) are usually in French.
An invitation, like business card, printed on paper good quality, white or any light shade. Various decorative elements are considered inappropriate - vignettes, flowers, figurines, etc. Austere type, clear and crisp typing, proper etiquette and mandatory "courtesy formulas" are required of the perfect invitation to a business reception. Invitations will be sent out, depending on local practice, no later than two to three weeks prior to appointment. Sending in a shorter time frame can lead to many rejections due to the acceptance of invitations sent earlier. Depending on the specific circumstances, invitations are sent by courier or, which is extremely rare, by mail. It is always recommended to send invitations to officials and eminent persons by courier

SELECTION OF THE TYPE OF RECEPTION.

Depending on the case for which it is necessary to arrange an appointment, the type of appointment is selected.

If a Soviet government, parliamentary or other delegation arrives in the host country on an official visit, usually on behalf of its head, breakfast or dinner is given in honor of the person receiving the delegation, and the diplomatic representative arranges a cocktail reception "on the occasion of the stay (such and such) delegations ... ". However, it is always necessary to take into account the protocol traditions established in a given country. These traditions will help in choosing the type of reception.

When accepting an order, in addition to the venue, date, start and end time, forms of service, it is specified whether it is necessary to hang out national flags, install a microphone on the table, whether an orchestra performance is required, etc.

Diplomatic reception with full service by waiters on the occasion of the arrival of the Turkish ambassador for 90 people

A banquet at the table with full service by waiters on the occasion of the reception of a distinguished guest for 90 people (lunch) will take place in the restaurant "1001 nights" in the "Main Hall" on February 15, 2010 at 17:00.

Restaurant "1001night" is the embodiment of the oriental outlook. The external is inextricably linked with the internal, each detail has its own special meaning - nothing superfluous, nothing missing - this is Eastern philosophy. Therefore, everything around should be beautiful and delight the eye: white stone walls covered with elegant volumetric carvings, marble mosaic floor, sparkling waterfall of a huge crystal chandelier, mother of pearl

The main restaurant hall is designed in the style of an oriental palace and at the same time looks like a fairytale cave with treasures .. Stonework of walls, blue tones - pendant lamps, hookahs, patterns on tables and plates, wrought-iron chairs and soft sofas.

Service is provided by the restaurant administrator and waiters who speak a foreign language.

SEATING AT THE TABLE

If a business reception is designed for several tens or hundreds of people, it is advisable to carefully consider the arrangement of tables and determine the places for guests.
In a small room, it is unwise to host receptions for a large number of guests, and a small number of guests will feel uncomfortable in a large, spacious room.
What is considered too large or too small a meeting room? There are no strict rules for this, but it seems that the optimal calculation would be - at least 10m2 per person, including a seat at the table.
If the reception is designed for a sufficiently large number of guests, you should take care of how to seat them, and how to convey information about this to the invitees.
When organizing modern business receptions with a large number of guests, usually the seating plan is hung in several places in front of the entrance to the hall where the reception will take place, or it is depicted on a special sheet - an insert in the invitation, or it is handed to each invitee at the entrance to the hall.

In addition, in the dining room, a card with the name and surname of the invitee is placed on each seat at the table.
The seating tables for guests can be positioned in a variety of ways.

The first option (with the letter "P"):

The second option (with the letter "W"):

The third option (with the letter "T"):

With a large number of guests, it is advisable to arrange tables in the form of the letter "W"

The following seating rules are followed:

· The closest places to the owner and to the hostess are considered the most honorable. The farther a place is from these persons, the less honorable it is.

· The most honorable places are those that are located facing free space, i.e. To front door... However, at the same time, the place of honor should be as far as possible from the front door.

· The least honorable place is at the end of the table, with your back to the front door. Usually they do not make seats there at all, but if there is still a need to use these seats, it makes sense to put young men from among the employees of the hostess company there; women and men of middle and "more than middle" age should not be placed in these places.

· Whenever possible, guests - men and women - are seated, alternating between representatives of both sexes. But practice shows that there are always more men at business receptions.

· When seating, it is necessary to take into account the knowledge of foreign languages ​​by the guests sitting next to them.

Recommended minimum table surface area,
allocated for one guest - 60 (70) x40 cm.Although some sources give a figure of 50x40 cm, it should be borne in mind that some overweight people will not be able to feel comfortable at the table within this framework

ORDER AND RULES FOR DESIGNING AND DESIGNING THE MENUS

.Menu – This is a list of snacks, meals, drinks, flour confectionery products available for sale on a given day, indicating the output and price. The menu must be signed by the director, production manager and calculator. Depending on the type of enterprise and the consumer contingent served, various types of menus are used: with a free choice of dishes; set lunches and dinners by subscription; daily diet; duty dishes; dietary and baby food; banquet.

Banquet menu is drawn up in each specific case when accepting an order for a banquet, taking into account the type of banquet, the wishes of the customer.

The sequence of the arrangement of dishes in the menu

Specialties and snacks

Cold meals and snacks:

1. Caviar granular sturgeon fish, salmon fish

2. Lightly salted fish (salmon, salmon with lemon)

3. Cold fish dishes:

4 Fish gastronomy and canned food snacks:

5. Non-fish seafood

6. Salads and vinaigrette

7. Cold meat dishes and snacks:

8. Poultry and game are cold

Hot snack

1.Fish, from non-fish seafood

3.From offal

4.From poultry and game

5. Vegetable and mushroom

6. Egg and flour

1. Transparent

4. Dairy, cold, sweet

Hot fish dishes

Hot meat dishes

Hot poultry and game dishes

Dishes from vegetables, cereals, legumes, pasta, flour

Egg and cottage cheese dishes

Sweet dishes

1. Hot (apple in dough, Guryev porridge, puddings, donuts with jam, etc.)

2. Cold (jelly, mousse, jelly, sambuca, creams, ice cream, whipped cream with fillings, compotes from fresh and canned fruits)

3. Fruits, natural berries and syrup

Hot drinks (tea, coffee, cocoa, chocolate)

Cold drinks of our own production

1. From fruits and berries (own production)

Flour culinary and confectionery products (assorted pastries, cakes, muffins, pies, pies, etc.)

Menu decoration

The restaurant menu is the business card of the company, one of the means of advertising. Therefore, its appearance should make a good impression.

The design of the menu is determined by the nature of the enterprise. In "luxury" and top-class enterprises, the menu and price list must have the logo or brand name of the enterprise, be printed by typographic method; the cover of the menu is made of coated paper, cardboard or leatherette. The decoration of the folder should reflect the style and thematic focus of the restaurant, bar or cafe. At the top of the expanded menu, it is recommended to give brief information about the work of the enterprise. In the menu, you can give information about specialties, drinks, it is advisable to supplement this information with appropriate pictures, entertaining historical information about a particular dish in order to draw attention to it. For the convenience of serving foreign tourists, menus and price lists must be printed in Russian, English, French and German.

Price list of wine and vodka products

Menu.

Banquet at the table with full service of waiters on the occasion of the reception of Turkish guests.

Restaurant "1001 nights"

Number of clients: 90 people (lunch)

Start of service 19.00 date: 15.02.10.

Cold snacks

Crab baskets ……………………………… .. ( 100g )

Salted salmon with lemon ………………………. ( 175g)

Sultan salad ………………………………………… (100g)

Salad "Goldfish" ……………………………… .. (100g)

Assorted "Eastern" - veal tenderloin roll with nuts and prunes, chicken fillet roll with spinach and spices …………………………………………………… ... (180g)

Istanbul style eggplants ………………………… ... (150g)

Hot snack

Tolma - beef with rice in pickled grape leaves ……………………………………………………… (175g)

Whitefish in pita bread - whitefish fillet with seasonings is baked in pita bread …………………………………………………… (150g)

Soups

Lagman …………………………………………………… .. (250g)

Asparagus cream soup ………………………………………( 250g )

Second hot dishes

Salmon on fire – salmon fillet in sour cream …………… (100 / 150g)
Veal with yogurt ………………………………… .... (75g)

SIDE DISHES:
Baked potatoes - brown potato halves with sour cream or butter …………………………………… .. (200g)

Vegetables for vegetables on charcoal - a delicacy of eggplant, tomatoes and peppers, baked over the fire and fried with herbs ...……. (250g)

Sweet dishes

Strudel - with apples, cherries and cinnamon. ... (150g)

Hot drinks

Black coffee “Arabica” …………… .100 / 10

Tea “Akhmat” ……………………… 100/10

Wheat bread .... (100g)

Rye bread ………. (200g)

Headwaiter ______________

Full table banquet with waiters

A special feature of this banquet is the serving of all dishes, drinks and fruits by the waiters. An indispensable condition for serving such banquets is the speed of serving food, drinks and changing devices, since the time for serving guests at the table should not exceed 50 - 60 minutes. A large number of highly qualified waiters are involved in the service. Practice shows that at banquets with full service it is most expedient to proceed from the norm of 3 waiters for 12-16 banquet participants. When serving banquets at the highest level (diplomatic receptions), a waiter serving drinks works in tandem with each waiter; the number of waiters can be increased on the basis of two waiters for 6–8 people. When serving, it is necessary to follow the order of serving dishes and snacks: cold fish appetizer or natural vegetables, snacks from meat, poultry, game, hot appetizer, soup, hot dishes from fish, meat, poultry, game, vegetables, dessert, fruits, hot drinks ( Tea coffee).

For a banquet, special tables with a width of 1.2 - 1.5 m are convenient. Their total length is determined at the rate of 0.6 - 0.8 m for each guest. The length of the tables should not exceed 10 m, so as not to hinder the work of the waiters.

Tables are covered with flannel and covered with a banquet tablecloth, so that the smoothed middle runs along the axis of the table. The tablecloth should go down from the sides by 25 - 30, from the ends - by 30 - 40 cm. Side tables are placed near the walls, in the corners of the hall at the rate of one table or sideboard for 12 - 15 guests.

After setting the tables with tablecloths, they are served.

Serving begins with shallow table plates serving as a stand for snack plates, deep or under broth cups. Having determined the center of the table, on one of its sides they put the first - the central plate, from which a certain number of plates are placed at a distance of 60 - 80 cm from each other on the right and left sides in accordance with the guests' accommodation plan. Then place the plates on the other side of the table - one against the other.

When arranging plates, observe the following rules:

· The side of the plate should be at a distance of 2-3 cm from the edge of the table;

· On the section of the table intended for guests of honor, the plates are placed at large intervals - up to 1 m;

· The sign of the firm, the enterprise, depicted on the plate, should be in front of the guest.

Snacks are placed on table plates, and pies are placed at a distance of 10-15 cm, on the left.

Instruments are laid out after the plates. To the right of the dinner plate, put a table knife, with the blade to the plate, so that half of it is covered by the side of the plate, then a fish, a tablespoon (if soup is provided in the plates), a snack knife. If the first course is served in bouillon cups, then in this case the dessert spoon is served with the soup and the tablespoon is not added. To the left of the tablespoon, put a table fork (like a table knife, it should be half covered with a plate), a fish fork and a snack bar with the horns facing up. The ends of the handles of all devices are aligned parallel to the edge of the table 1-2 cm from it.

Dessert utensils are placed behind the dinner plate - the knives with the blade to the plate, the handles of knives and spoons - to the right, forks - with the handle to the left, they can also be positioned behind the crystal. The individual butter knife is placed on the right edge of the pie plate with the blade to the left.

After finishing the table setting with instruments, they arrange wine glasses, glasses, glasses. They are placed at the dining room with a small plate or to the right of it, behind the cutlery. First, they put wine glasses behind the plate at a distance of 3-5 cm from it, closer to the plate is the place for dessert cutlery. When the glass is shifted to the right, it is placed near the tip of the table knife blade. Behind the glass to the right, in one line or at some angle to the edge of the table, they put glasses for wine (lafite, Rhine wine), for vodka. A champagne glass is placed in the second row. Cognac and liqueur glasses are placed on the table before serving cognac and liqueur for coffee or tea.

After finishing the table setting with crystal or glass, linen napkins are laid out for individual use. They are rolled into a specific shape and placed on snack plates. On the table, be sure to put salt shakers and pepper shakers through the device on the line of glassware.

The table is decorated with light compositions of fresh flowers in low vases.

Each banquet participant can be provided with a menu card printed in a printing house or on a computer. For diplomatic receptions, it is printed in two languages ​​(Russian and foreign). It indicates the nature of the service (breakfast, lunch, dinner), a list of dishes and drinks. A menu card is placed with each device behind a pie plate. In accordance with the plan of guests' placement, in front of the device of each guest (at the dinner plate), small cards are placed indicating the names and initials of the banquet participants.

A few minutes before inviting guests to the table, bread is laid out with a thickness of 6-8 mm. Bread is placed on a pie plate in two or three pieces, crusting to the edge of the plate.

At the end of the banquet table setting, dishes, cutlery and napkins are placed on the utility tables.

15-45 minutes before the start of the banquet, drinks are brought into the hall (except for champagne, cognac, liqueur), placed on the side tables, the labels are facing the hall. Bottles must be clean and free of plugs; they are covered with napkins.

In order for the guests to familiarize themselves with the places assigned to them in the room intended for gathering the banquet participants, a plan for placing guests at the banquet table is set up.

When organizing a banquet, an aperitif is usually provided. It is served in the hall intended for gathering guests for 15-20 minutes. As an aperitif, cocktails, fortified, semi-sweet, dry wines, juices can be served, and in summer, in addition, water, beer. When serving an aperitif, snacks can be offered: canapes, sandwiches, tartlets with different fillings, pies, etc. In the anteroom, low vases with nuts, cigarettes, matches, ashtrays are placed on the tables. The aperitif is served in glasses, in special glasses (juices, cocktails), filled to 2/3 of the volume and placed on small trays with a napkin.

At the end of the aperitif, guests move to the hall where the banquet begins.

Name	Servings		Number of dishes, unit	Name of dishes
	Ordered	In the dishes
Salted salmon				Oval dish
Crab baskets				Round dish
Istanbul style eggplants				Oval dish
Sultan salad				salad bowl
Veal with yogurt				Oval dish
Lagman				Soup bowl
Salad "Goldfish"				salad bowl
Asparagus cream soup				Soup bowl
Assorted "Eastern				Round dish
				Oval dish
Whitefish in lavash				Round dish
Salmon on fire				Oval dish
Baked potato				Round dish
Vegetables on charcoal vegetables				Round dish

Head waiter _______________

Headwaiter ______________

(signature)

Head waiter _______________

(signature)

Name of dishes and appliances	Quantity, pcs
Porcelain Dinner Plates
Snack plates
Pie plates
Dessert plates
Deep dining plate
Soup bowl
Round dish (300mm)
Oval dish (300mm)
Salad bowls
Vase "plateau" for cake
Tea cups with saucers
Coffee cups with saucers
Coffee pot
Teapot
Top-up kettle
Sugar bowl
Spice devices: Pepper shanks
Ashtray
Crystal Wine glasses
Juice glasses
Shot glasses : Vodka (50 cm)
Cognac (25 cm)
Rainver (100 cm)
Lafite (125cm)
Jugs with lids
Cupronickel Knives, table forks
Snack knives, forks
Fish knives, forks
Dessert knives, forks
Tea spoons
Coffee spoons
Knife, fork chopping
Salad spoons
Pouring spoons
Small pastry tongs
Confectionery shovel

Headwaiter ______________

(signature)

The head waiter's personal plan.

The head waiter (hall administrator), being the organizer of all work in the hall, is guided in his activities job description, approved by the director enterprises.

The head waiter is responsible for organizing the service process, supervises the work of waiters, barmen, cleaners of retail premises, dishwashers, service workers, bread cutters, doormen, as well as musicians and orchestra performers, arranges waiters in their workplaces, determines areas of work for the links, draws up exit schedules to work, keeps track of the working time of the waiters, ensures the timely and correct preparation of the hall for the opening, the availability of menus and price lists. He instructs the waiters before starting work, checks the maintenance of the premises of the trading group (trading floor, buffet, lobby, cloakroom), compliance by the hall employees with a uniform uniform and personal hygiene rules.

In addition, the head waiter supervises the table setting, as well as the observance of the rules of trade, the discipline of prices in the hall. He monitors the timeliness and correctness of the preparation of invoice registers by the waiters, the delivery of proceeds to the cashier and copies of the report, is responsible for the correct execution of invoices by the waiters, for the operation of commercial furniture. Carries out measures for the safety of dishes and equipment.

The head waiter is constantly in the hall, greets guests, offers seats at tables, ensures that waiters present a book of complaints and suggestions at the first request of visitors, resolves conflicts that arise between the employees of the hall and visitors. He keeps records with the appropriate registration on accepting orders for serving a banquet for cash, provides it correct organization, conducts systematic work to improve the professional knowledge of waiters, as well as educational work among them. The head waiter participates in the decoration of the hall, in the service program and in the preparation of the menu. He also takes part in the work on assessing the quality of labor (for the labor group), keeps a register of indicators of the decline in the quality of labor.

Professional knowledge the head waiter is very extensive: rules and service techniques; rules of etiquette; procedure for accepting an order and organizing service for celebrations; basics of cooking technology, requirements for their quality and design; service forms; rules for working at cash registers; pricing in catering establishments.

Before the start of the banquet, the head waiter gathers the waiters, explains to them the features of the banquet, the procedure for serving snacks, dishes, drinks, the sequence of service, distributes responsibilities between them, assigns the waiters to the sectors and explains in detail the service scheme. During the preparation of the banquet and in the process of serving the guests, the head waiter supervises the work of the waiters, controls their implementation of the service scheme. He monitors the timely preparation of dishes for serving in the hall, gives permission for the waiters to enter the hall with the next dish, as well as to leave the hall.

Meeting and accommodation of guests and order of service

The front door is opened by the doorman or specially designated male attendants. He often (if there is no special wardrobe) takes out outerwear and shows the guests the way to the hall where the lunch is taking place.

When meeting and accommodating guests, special attention should be paid to the guest of honor. He is invited to sit, pulling out a chair and inviting him with a gesture, after which the rest of the guests are invited to sit. The waiters offer a cover menu unfolded on the left with the left hand. After offering the menu, the waiter draws attention to the signature dish.

It should be borne in mind that at business receptions one of the rules of secular etiquette - to serve a woman first, and then a man - does not work. As mentioned earlier, the main thing is the official status, therefore, the service begins with the guests of honor, and then they serve everyone in turn. Food is served to the guest on the left, while liquids - tea, wine, coffee - on the right.

Rules and technique for serving dishes.

When serving, waiters must work quickly, clearly, without unnecessary movements, go out into the hall in the order of the numbers of the serviced sectors, hold the objects to be carried in the palm of their left hand, covered with a napkin or a handbrake, at elbow level, moving around the hall synchronously. Approaching the guest of honor, from whom the service begins, he stops from behind, facing the table. According to the conventional sign of the head waiter, everyone is offering meals at the same time. Dishes and garnishes for them in multi-portion dishes are served on the left side, holding on the left hand, without touching the table with the dish.

The handles of the instruments are turned towards the guests. The guest can use these devices to transfer the dish to the plate himself. After serving one guest, the waiter, lifting the dish from the table and stepping back a step, approaches the next guest. When refusing a dish, the waiter must remove the appliance intended for this dish. Dishes in individual dishes are placed in front of the guest on the right side with the right hand. Drinks are poured from the right side with the right hand, holding the bottle with the label towards the guest. When all the banquet participants have finished eating the dish served, all the waiters remove the plates and cutlery at the same time and begin serving the next dish.

Serving dessert and hot drinks is preceded by a thorough cleaning of the table

The duties of the waiters for serving the banquet.

The waiter must have vocational training, be able to apply in practice the rules and techniques of customer service, draw up a menu for banquets, know:

· Rules of etiquette, table setting;

Types and purpose of tableware, cutlery, table linen;

· Sequence of serving dishes, drinks, requirements for their design and temperature, correspondence of the assortment of wine and vodka products to the served dishes;

· Technology and specifics of serving foreign consumers (for those working in restaurants, bars, luxury and higher classes);

· Features of serving receptions, banquets and other special events;

· Characteristics of food and drinks, to be able to offer them to the consumer;

Within the spoken minimum foreign language and professional terminology;

Operating rules cash registers, the procedure for settlements with consumers;

· The basics of technology and apply them when serving consumers;

· Observe safety rules during service.

Cleaning, transfer and delivery of dishes.

In the process of serving, the waiter must quickly prepare the table for serving the next dish, collecting used dishes and utensils and replacing them with clean ones.

When cleaning plates with food leftovers, the waiter approaches the guest of honor, takes a plate with cutlery in his right hand and transfers it to his left hand, holding it with his thumb and forefinger. Then he approaches the next guest from the right side and sets the plate on the fingers of his left hand: middle, ring and little fingers. He places the cutlery from the first and second plates and the leftovers on the lower plate. When serving a group of guests, one waiter can thus collect up to ten plates.

The waiter takes the used plates to the utility table and immediately brings clean plates. When serving a group of guests with two waiters, one of them collects the used dishes and cutlery, and the other puts the clean ones on the table. To do this, a stack of plates in the required amount is placed on the side table in advance. A linen napkin folded in four is placed on the top plate of the foot, knives and forks on it, just as when setting tables.

Glassware is placed on a tray covered with napkins and carried away on the left hand.

The replacement of the tablecloth in the presence of the consumer is carried out without exposing the table top.

CONCLUSION

The most important component of the protocol of any country is the organization of diplomatic receptions, their ceremonies and etiquette. In international life, diplomatic techniques are one of the generally accepted and widespread forms of activity of diplomatic missions, legislative and executive bodies of power, as well as other ministries and departments involved in foreign policy and foreign economic activity. Protocol events play a very noticeable role in international economic cooperation.

The organization and procedure for conducting business receptions is based on the rules and norms of the diplomatic protocol. Receptions serve to establish and develop business and personal contacts, not only with business partners, officials, but also with the authorities of the host country, members of the diplomatic corps, representatives of various institutions, corporations and firms.

Official receptions with the invitation to them, members of the diplomatic corps and representatives of the business world can be arranged by the head of state, head of government, heads of the Ministry of Foreign Affairs and foreign economic departments in accordance with the basic rules of the protocol in force in each state.

Receptions are a widespread and accepted in international communication form of organizing official and working meetings. They make it possible to establish and consolidate business connections, obtaining information, explaining the policy of their country and important aspects of economic cooperation. Along with this, diplomatic and business techniques, if properly organized, allow in a relaxed atmosphere to probe or discuss topics that, due to certain circumstances, are undesirable to touch on at the official level.

The types of diplomatic and business receptions are quite diverse, the basis of their preparation and conduct is the generally accepted rule of the protocol, based on the principles of international courtesy.

The choice of the type of this or that reception is also associated with the need to comply with a number of protocol formalities associated with its preparation and conduct (invitation and response to it, uniforms, order of arrival and departure, meeting and seeing off guests, drawing up a menu, table setting, toasts, the need to perform certain etiquette requirements, etc.).

Page 1

GOST R 50764-95 "Catering services General requirements»

Foreword

1. Developed by the All-Russian Institute of Nutrition. Introduced by the Technical Committee for Standardization TC 347 "Trade and Public Catering Services".

2. Adopted and put into effect by the Resolution of the State Standard of Russia dated 05.04.95 N 200.

3. Introduced for the first time.

1. Scope This standard establishes the classification of public catering services, general requirements for the quality of services and mandatory requirements for the safety of services provided in the public catering sector. This standard applies to catering establishments of all forms of ownership, of various types and classes, as well as citizens - entrepreneurs operating in the field of public catering. The standard is applied by public catering enterprises and citizens - entrepreneurs, as well as for certification of public catering in accordance with the Laws of the Russian Federation "On Protection of Consumer Rights", "On Certification of Products and Services" in order to ensure safety for the life and health of consumers and environmental protection ... Mandatory requirements on the security of services are contained in sections 6 and 7.

This standard uses references to the following regulatory documents: - GOST R 50646-94 Services to the public. Terms and Definitions; - GOST R 50647-94 Public catering. Terms and Definitions; - SNiP 2.08.02-89 Public buildings and structures; - SanPiN N 42-123-4117-86 Sanitary rules... Conditions, shelf life of especially perishable products; - SanPiN N 42-123-5777-91 Sanitary rules for public catering enterprises, including confectionery shops and enterprises producing soft ice cream; - MBT N 5061-89 Medical and biological requirements and sanitary standards the quality of food raw materials and food products.

3. Definitions

For the purposes of this standard, the following terms apply with appropriate definitions:

3.1 Public catering service: the result of the activities of enterprises and citizens - entrepreneurs to meet the needs of the consumer in food and leisure.

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

3.3 Service conditions: a set of factors affecting the consumer in the process of receiving a service.

3.4 Quality of service: The set of characteristics of a service that determine its ability to meet the stated or implied needs of the customer.

3.5 Service safety: a set of properties of a service (process) in which it, under the influence of internal and external hazardous (harmful) factors, affects the consumer, without putting his life, health and property at risk.

3.6 Environmental protection: protection of the environment from the adverse effects of the properties of services, products.

3.7 Environmental friendliness of products (services): a set of properties of products, services, which impact on environment without putting it at risk.

4. Classification of catering services

4.1 Services provided to consumers in public catering establishments of various types and classes, as well as citizens - entrepreneurs, are subdivided into: - catering services; - services for the manufacture of culinary products and confectionery; - services for the organization of consumption and maintenance; - services for the sale of culinary products; - services for the organization of leisure; - information and consulting services; - other services.

4.2 Catering services are services for the manufacture of culinary products and the creation of conditions for their sale and consumption in accordance with the type and class of the enterprise and are subdivided into: - restaurant catering service; - bar food service; - cafe food service; - canteen catering service; - diner catering service.

4.2.1 A restaurant catering service is a service for the production, sale and organization of consumption of a wide range of dishes and products of complex manufacture of all major groups from different types raw materials, purchased goods and wine and vodka products, provided by qualified production and service personnel in an increased level of comfort and material - technical equipment combined with the organization of leisure.

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Characteristics of the restaurant, a list of services provided (according to GOST 50-764-95).

In accordance with GOST R 500761-95 "Catering services. General requirements" certain requirements are imposed on catering services. The public catering service is the result of the activities of enterprises and citizens-entrepreneurs to meet the needs of the consumer in food and leisure. Service process - a set of operations performed by the performer in direct contact with the consumer of services in the sale of culinary products and the organization of leisure. The quality of the service must meet the stated or anticipated needs of the customers. Catering services must meet safety and environmental requirements, intended purpose and be provided to consumers in conditions that meet the requirements of current regulatory documents. In the process of serving consumers, the range of services must correspond to the type of enterprise. When providing services, the requirement of ergonomics must be taken into account, i.e. compliance of service conditions with hygienic, anthropometric, physiological needs of consumers. Compliance with the requirements of ergonomics ensures the comfort of service.

Aesthetics is characterized by the harmony of the architectural and planning solutions of the premises of the enterprise, as well as the conditions of service, including the appearance of the service personnel, table setting, design and presentation of culinary products. The consumer must receive complete, reliable and timely information about the service provided.

The main catering service is the catering service.

Food service is a service for the manufacture of culinary products and the creation of conditions for their sale and consumption in accordance with the type and class of the enterprise, and are subdivided into the following:

• - restaurant catering service;
• - bar food service;
• - cafe food service;
• - canteen catering service;
• - diner catering service.

Services for organizing the consumption of products and services include:

• - organization and service of celebrations, ritual events;
• - organization of meals and services for participants of conferences, meetings, cultural events, etc .;
• - delivery of culinary products and confectionery and consumer services in offices and at home;
• - customer service on the route of passenger transport;
• - hotel room service;
• - organization of rational complex nutrition, etc.

In restaurants and bars, much attention is paid to the organization of leisure services. Leisure services include:

• - organization of musical services:
• - organization of concerts, variety programs;
• - provision of newspapers, magazines, board games, slot machines, billiards.

Service culture is one of the main criteria in assessing the performance of catering workers. The main factors that determine the culture of service include the availability of a modern material and technical base, the types and nature of services provided, the range and quality of products, the introduction of progressive forms of service, the level of advertising and information work, and the professional skill of public catering workers. The culture of service at a high level increases the competitiveness of the enterprise, which is very important in market relations.

Catering services are one of the types, which is aimed at ensuring the proper satisfaction of the needs of the population in nutrition, as well as their pastime.

Now this activity is engaged in a fairly wide range of institutions of different type, class and size, and it is not often possible to meet a person who has never used such services. Establishments engaged in, are subject to certain standards that ensure their proper implementation.

Catering establishments include restaurants, bars, cafes and canteens

A set of bills regulating the catering industry was issued in 1997. Since that time, there have been some changes in it, but general provisions these changes were not affected.

In accordance with the law, catering services are called the activities of special institutions and people involved in this type entrepreneurial activity, as a result of the commission of which the needs of citizens in food and pastime are satisfied.

The provision of the service should be carried out by highly qualified personnel, both in terms of its production and in terms of customer service. Restaurant conditions must be characterized by increased level comfort and equipment, in conjunction with ensuring the consumer's pastime of the required quality.

The catering service provided by the bar can be described as a service for the creation and sale of a wide range of various drinks, confectionery products, snacks and other goods. Enterprises of this type are obliged to provide the necessary conditions so that the consumer can receive service at the bar counter, or at a table in the hall.

The cafe is characterized by a limited list of manufactured and sold dishes and purchased goods. Unlike other enterprises in this area, the products sold as a result of its activities are easier to manufacture. However, a comfortable environment for the consumption of the service must also be provided.

Canteens are required to produce culinary products that differ in accordance with the days of the week, or other special diet. The company focuses on a specific type of consumer and is obliged to provide the necessary conditions for the client to properly receive the service provided by the institution.

The provision of catering services is a certain type of activity that is aimed at meeting the needs of people in food and pastime.

Classes of catering establishments

Restaurants and bars are divided into 3 classes

The class of the establishment depends on the quality of customer service and the level of equipment at the enterprise. Among the main types, restaurants and bars can be divided into classes. There are three such classes in total:

• first
• higher

There are corresponding standards for each of them. The class of the establishment establishes the management, which is obliged to provide the appropriate level of the provided services. For enterprises with the first class, general requirements are put forward. The main ones include: the mandatory presence of a sign, equipment required level as well as standard materials for making dishes.

The level of service provided in such an enterprise must be worthy and satisfy the consumer of a first class establishment. In order for the institution to be able to receive the "Upper Class", the requirements for it become somewhat higher. Institutions are obliged to provide customers with quality service. In addition, the enterprise must have its own interior, all elements of which, in conjunction with the exterior shop equipment should complement each other.

The staff of such an enterprise must have the same uniform, and the design of the institution must be artistically executed. Also characteristic feature enterprises of this class is its ability to provide customers with exquisite and original culinary dishes.

An institution that has a "Lux" class, except for the provision of standard services for them at a high level, must provide visitors with additional services. The premises of such an enterprise are necessarily executed in an artistic style and have certain characteristic features.

The equipment and all inventory of the enterprise should be not only high-level, but also appropriate to the design of the institution. Various price tags, menus and other printed elements must be decorated in an exclusive way. Personnel must have additional knowledge and wear the same uniform.

It should be noted that regardless of the class and type of catering establishment, the general requirements for them are the same. The main requirement is that the buyer must be provided with the opportunity to obtain truthful information about the goods being sold.

There are several types of catering enterprises. Some of them, such as bars and restaurants, are additionally divided into classes. In accordance with a specific class, the institution should provide the required level of service and be characterized by a specific level of personnel, equipment and stylistic design.

Requirements for catering establishments

Establishments must provide customers with complete information

The norms prescribed by the law apply to any catering organization. In particular, the activities of such establishments are governed by the following rules:

1. the working hours of the establishment related to government organizations, is determined by the decision of the authorized self-government bodies at the local level
2. an institution that is not state-owned is endowed with the right to independently establish a mode of operation, depending on consumer demand and the amount of resources
3. establishments necessary to meet their needs
4. if for some reason the institution temporarily suspends the provision of services, it must notify customers of the date and timing of this process in a timely manner
5. the rules of behavior of visitors inside the institution are established by the enterprise independently, if they do not contradict the current legislation
6. a catering company must comply with the requirements state standards requirements for all standards in accordance with which the safety of the services provided is observed both in relation to consumers and in relation to the environment
7. the list of services that can be provided in the institution is determined by him independently. This list, as, should be drawn up in accordance with special regulatory documents
8. any catering establishment should have a book of reviews and suggestions. This book should be provided to the client at his request.

The institution is obliged to convey to the client all information about itself. This information should be located on the sign of the establishment. If it belongs individual entrepreneur, then, among other things, he is obliged to provide buyers with information about the institution and about the body that carried out this registration.

Requirements put forward to enterprises engaged in the provision of public catering services are established at the legislative level.

Service rules

All catering clients - on equal terms

A catering establishment is obliged to provide its services to any buyer who came to it for the purpose of receiving it. All clients must be equal in the conditions in accordance with which the indication of the service is carried out, in particular - its price, with the exception of certain cases when, in accordance with the legislation, certain categories of the population are provided.

The issued preliminary order, which can be drawn up in the process of creating a special document, must necessarily contain all the necessary information about the institution, the client, the service and its cost, the date of the order. Information about the services provided must be available for understanding of any client. This information should include data that is capable of providing the buyer with the right choice of the service he needs.

When ordering certain services, the client must receive them on time agreed between him and the institution. The quality of the services rendered by the institution must comply with all norms and standards. Payment for the service can be made at any time agreed between the client and the institution. A cash or non-cash method of payment can also be specified.

The buyer is obliged to pay for the service on time and in the manner previously agreed. The institution, having received the corresponding payment for the service, is obliged to provide a document confirming the fact of payment. The enterprise must independently monitor the quality of the products used in the manufacture of services, as well as the safety of the provision of these services.

Product manufacturing and customer service personnel must pass qualifications and medical examinations on a timely and regular basis. Without the client's consent, the catering organization cannot provide additional services. The client has the right to refuse to pay for these services, or to demand the paid funds back if the payment has already been made.

The service purchased by the client must be provided to him in a timely manner and be of appropriate quality. If, through the fault of the institution, these requirements are violated, the client has the right to demand the re-production of the service, reduce its cost, or refuse to receive it and demand the funds paid.

If the provision of the service carried out by the institution is inadequate, then its management and staff are liable in accordance with the Civil Code. Compliance with all the rules is controlled by a special Federal Service dealing with consumer protection.

For all services provided in the field of public catering, special requirements are put forward, the observance of which is monitored by special government agencies.

The rules for the provision of public catering services are legislatively established norms, depending on which the interaction between the service provider and its consumer is carried out. There are certain standards for all types of establishments engaged in such activities, which regulate the process of reproducing and selling services properly, ensuring the safety of customers and the environment.

How to organize catering establishments, you will learn from the video: