intro lect 4

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Information about intro lect 4
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Published on December 7, 2007

Author: FunnyGuy

Source: authorstream.com

Chapter 4 :  Chapter 4 The Staff The Staff:  The Staff Staff members make customers feel welcome and important, or small and unwanted They affect your profits in many ways (cost-control, merchandising, represent your philosophy) Staff needs vary Staff Positions:  Staff Positions Staff needs of bars are unique to each establishment Bartender Central figure in any beverage operation Primary function of the bartender is to mix and serve drinks for patrons at the bar Bartender cont.:  Bartender cont. Usually responsible for each drink sale, washing glassware and utensils, maintaining a clean and orderly bar, stocking the bar before opening and closing the bar The public relations talent of the bartender can build goodwill and good business Bartender cont.:  Bartender cont. Requires certain skills and aptitudes Bartender must know the recipes for whatever drinks the house serves Must be able to work quickly and accurately In high volume establishments, working with speed under pressure is essential Bartender cont.:  Bartender cont. Pleasing appearance and a pleasant personality are essential Head Bartender - Overall responsibility for the bar function and acts as supervisor for the other bar personnel Bar Back- Typically relieves the bartender of all chores except drinks and handling the customers and the cash register Staff cont.:  Staff cont. Bar Back is also go-fer, and may do simple drinks under bartenders supervision Server- record the customers’ drink orders, transmit them to the bartender, pick up the drinks, serve the customers, present the tab, and collect payment Staff cont.:  Staff cont. Serving personnel must deal with customers and bartenders pleasantly and efficiently Must know a broad variety of drinks and their variations Many operations require servers to serve food and drinks Staff cont.:  Staff cont. Servers are involved in the system of controls by which management keeps track of beverages Wine Steward - Person who is charge of handling and serving wine Presents the wine list with appropriate recommendations and commentary Staff cont.:  Staff cont. Sommelier - A wine steward who is a true connoisseur of wines and wine service Usually found in upscale restaurants featuring expensive wines, extensive wine lists, and cellars containing thousands of bottles Staff cont.:  Staff cont. Beverage Steward- in charge of all wine and liquor purchasing, storage, receiving, requisitioning, and inventory control Beverage Manager- usually part of the management team Team member in charge of the beverage operation Staff cont.:  Staff cont. Hiring, training, and supervising all beverage-related personnel Purchasing all beverages and related equipment Establishing and maintaining inventory and control systems Setting standards and making policies relating to the beverage operation Staff cont.:  Staff cont. Manager- in charge of all aspects of the bar operation Sometimes the owner is the manager Responsibilities include hiring and firing, training, scheduling, and supervising personnel Keeps everything running smoothly day-to-day Staff cont.:  Staff cont. Manager should be well grounded in every aspect of the enterprise and experienced enough at all jobs to substitute in any one of them and to relate to the people who do these jobs daily Figuring Staff Needs:  Figuring Staff Needs Type and size of the enterprise and the projected volume of business will immediately put limits on the kinds of jobs you need to fill The number of bartenders, serving personnel, and people in charge depend on the projected volume of the business and the days and hours of operation Staff Needs cont.:  Staff Needs cont. Many employers guesstimate staff needs, run an add in the paper, and relying on intuition, hire the first warm bodies with a promising degree of personality and experience Sometimes it works, but it usually leads to friction and high turnover Careful staff planning can reduce friction and turnover Staff Needs cont.:  Staff Needs cont. Goal of planning is to put the right worker into the right job at the right time First step in planning- define each job in your enterprise 2nd step- Determine the qualifications a person needs in order todo that job 3rd step- Determine the number of persons you need and the times you need them Staffing Needs cont.:  Staffing Needs cont. Job Descriptions- Start with the earlier job descriptions, and them add more detail (p. 98) Examining a job in detail often reveals things that you hadn’t thought of before Gives you considerable insight into the personal qualities each job requires Staffing Needs cont.:  Staffing Needs cont. Then you list the qualifications for each job- skills and aptitudes, physical characteristics and health requirements, mental abilities, attitudes, and minimum age requirement The final step is to combine the data from your job analysis with your list of personal requirements to write a concise job description Staffing Needs cont.:  Staffing Needs cont. In addition to duties, tasks and qualifications, it should include: 1. The scope of the job 2. Work station or area 3. Title of supervisor 4. Positions supervised, if any Staff Needs cont.:  Staff Needs cont. Planning a staff schedule Matching the days and hours of business and the peaks and valleys of customer demand with work shifts that make sense to your employees and your budget Make a chart for each day of the week that you are open Staff Needs cont.:  Staff Needs cont. 8 hour shifts should have scheduled breaks for meals and short rest periods Breaks should be scheduled during periods of low volume Finding the right people Look at your own attitudes and your image as an employer Staffing Needs cont.:  Staffing Needs cont. Recruiting applicants- pick the places where your kind of person might be shopping for jobs Friends of employees can be a good idea State employment agencies Private employment agencies Staffing Needs cont.:  Staffing Needs cont. Schools offering hospitality and related courses Bartender schools Unions Placement offices in nearby colleges Staffing Needs cont.:  Staffing Needs cont. Make sure you run the ad in the kind of paper your prospects read, and make sure that the add does not suggest discrimination Daytime radio Check with former employees Staffing Needs cont.:  Staffing Needs cont. Interviewing and hiring- written application provides a concise summary of the necessary data, it also gives the interviewer a point of departure for further questioning Three categories: personal data, employment history, and references Staffing Needs cont.:  Staffing Needs cont. Two items on personal data that are crucial- Is person old enough to handle liquor on the job, and are they eligible to work in the U.S. The personal interview should be the next step Two phases- explain the job offered, amplify the data on the application Staffing Needs cont.:  Staffing Needs cont. Finally, you must check the applicants proof of age Managing personnel for success Orientation and skills training- 4 reasons to take the time and effort to give employees a basic, all-inclusive introduction to their job before they start work Staffing Needs cont.:  Staffing Needs cont. 1. They will be more productive faster and with less confusion 2. They will feel more confident in their jobs 3. They will more easily establish good relations with their colleagues 4. They will be more likely to stay Staffing Needs cont.:  Staffing Needs cont. Make sure that you handle your employees beyond just a sheet of paper. Job instruction training 1. Explain the task 2. Demonstrate the task 3. Have the employee perform the task 4. Follow up Staffing Needs cont.:  Staffing Needs cont. Training in beverage laws Alcohol may be served only during the days and hours established by law in your area It is against the law everywhere to serve alcohol to anyone under 21 It is against the law to serve alcohol to anyone who is clearly intoxicated Staffing Needs cont.:  Staffing Needs cont. Training programs TIPS Responsible Beverage Service : Server Awareness Course TAM Mngt / Server Alcohol Awareness Program Serving alcohol with Care Staffing Needs cont.:  Staffing Needs cont. Handling People Successfully Manager’s attitude toward the employees and their work Good Communications Methods of maintaining performance standards Teamwork Compensation and Benefits:  Compensation and Benefits Methods of compensation and rates of pay Federal Minimum-Wage Requirements Workweek- fixed and regularly recurring period of 168 hours- seven consecutive 24 hour periods beginning any day of the week any hour of the day Compensation and Benefits:  Compensation and Benefits Tip-pooling- as employee, do not have to pay until you have made enough in tips to bring the total hourly pay up to the minimum wage for the week Payroll taxes, benefits , and prerequisites Records and reports

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