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Abstract: Characteristics of the restaurant, the list of services provided. Types of services. Provision of services List of services provided

The service is the result of direct interaction between two subjects: the customer (consumer) and the contractor. It also recognizes the result of the latter's own activities, aimed at meeting certain needs. In Russia, there are several options for classifying useful activities. Consider further what types of services exist today.

General classification

Human activity is embodied in specific goods or exists as a beneficial effect of his work. According to these criteria, tangible and intangible types of services are distinguished. For example, a tailor sews clothes. The transformation of material into one or another object acts as a service to this person. His activity, therefore, is material, since it is embodied in a specific product - clothing.

One of the most important features of the services that exist today is the beneficial effect for the consumer. At the same time, both living labor and work embodied in a specific product have such an effect. This, in fact, determines the fundamental purpose of the entire service sector. It, in particular, consists in the formation of comfortable conditions for people during recreation, in transport, in a public or other place. The useful effect of the activity is a set of properties of the service, which are aimed directly at satisfying certain human needs.

Economic types

AT modern conditions There are non-market and market types of services. The latter are available for a fee. Prices for such activities are set so that the contractor can not only cover the costs incurred, but also receive income. Market types of services are thus equated with products and act as the object of the transaction. Non-market activities are carried out free of charge. Usually, they are socially oriented. Their financing is carried out at the expense of the budget or funds of public organizations (trade unions, parties and others). Consumers of such services are either households or society as a whole.

Important point

It should be noted that almost all existing types of services can be provided both for a fee (in whole or in part) and free of charge. As an exception, the activities of government bodies (including law enforcement and defense institutions), charities and churches. The services of these entities are always provided free of charge. Today, in accordance with the recommendation of the UN Statistical Commission, any activity that is offered at an economically significant cost is recognized as paid.

Market types

In modern economic system much attention is paid to statistical analysis and forecasting. For the most successful implementation of this activity, it is necessary to carry out the correct segmentation of the market. When solving this problem, it is advisable to apply the following classification of paid useful activities of people:

Purchasing power

As the most important factor, which must be taken into account in the process of studying paid useful activity in Russia, is the distribution of the population according to the size of the average per capita income. Its size (other things being equal) directly affects the volume and structure of expenditures on paid services. According to statistics, low-income citizens refuse from groups 5, 6 and 7. Moreover, due to the lack of necessary funds, they cannot allow the full use of proposals in categories 1-4. Thus, not being able to pay for utilities For example, the population accumulates debts.

Features of market segmentation

In theory, every citizen of the country has the opportunity to purchase any service from the first to the seventh group. In this regard, the entire population of the country can be considered as a set of customers that are subject to segmentation. But this procedure cannot be carried out throughout the market as a whole. It should be carried out for each group separately. In this case, the size of the segments in one case or another will be different. For example, in the housing market there is no real estate that belongs to the owners. Therefore, segmentation is carried out among users of rented space, for which citizens pay rent, and rented premises. The market for paid housing maintenance must be distinguished from the sector of own real estate, where the sale and purchase takes place. The latter functions according to other laws of commodity circulation.

Paid transport services does not apply to certain categories of citizens. These include, in particular, those who have the right to travel free of charge (disabled people, pensioners, police officers, and others). Sector international tourism attracts predominantly high-income populations. Its part is less than 10% of the total number of citizens of the country.

Significance and mass character

The most important today are:

Domestic services.
Passenger Transportation.
Connection.
Maintenance of children in preschool and school institutions.
Medical services.
Improvement and sanatorium-resort treatment.
Sport and physical culture.
Legal services.
Financial service.
Tourist and excursion sphere.
Scientific area.

In the above list, services are arranged in descending order of priority for the population. This indicates that the first two groups are less elastic to the size of the purchasing power of citizens.

household sphere

In each group, consumers are offered a certain assortment. Household services include:

Individual tailoring and repair of clothes and footwear.
Funeral services.
Repair household appliances, radio electronic equipment.
Knitting and sewing knitwear.
Manufacture and repair of jewelry and others.

Description

For each group, a certain characteristic is provided, according to which the consumer evaluates its significance:

The housing and communal services sector involves the provision of services for the repair of equipment and residential premises, the allocation of hired and leased space. The same category includes the cost of gas, electricity, heating, sewerage, water and other things.
Housing services. They include the direct receipt of rented space, for which citizens deduct rent.
Communal sphere. It involves the supply of gas, electricity, heat, telephone, water, sanitation and so on.
The household sector includes a fairly wide range of activities - from the repair and tailoring of shoes and clothing to photo studios and rental shops.
Passenger traffic involves the use of urban, intercity, international transport to move the population and luggage. They also include related activities of certain institutions: the sale of tickets at the box office, rest rooms at train stations, and so on.
The provision of cultural services is carried out by theaters, cinemas, libraries, philharmonic societies, clubs and so on.
Preschool institutions include nurseries, orphanages, and kindergartens.
Paid educational and medical services involve the activities of private clinics and educational institutions, tutoring, etc.
The tourism and excursion sphere offers the reception and support of foreign and Russian tourists, including the preparation of the necessary documentation, accommodation, meals, business and entertainment programs.
Financial institutions carry out both free and paid useful activities. The first includes opening and maintaining an account, deposits, the second - currency exchange, storing valuables, renting safes, etc.
Legal services are provided by security firms, notaries, lawyers and others.

Market stability

The scope of some services, for example, household, depends on the level of priority of certain types of them. Market stability is noted among technically complex activities that are almost impossible to carry out at home (repair of a bus, bulky equipment, etc.). The market for services that can be provided at home is subject to great fluctuations. These include, for example, shoe and clothing repair, hairdressers, laundries.

Intangible activity

It acts as a special object of statistical research. When calculating the category of paid intangible activities, the following services are included:

Household character.
Transport and communications.
Preschool institutions.
Sports and physical culture associations.
legal companies.
insurance, financial firms etc.

At the moment, the Classification of Services, approved on January 1, 1994, is in force in the Russian Federation.

public services

They are included in separate category. This activity is carried out at the request of the applicants within the powers established by regulations RF and subjects for the relevant structures. public services provide:

Russian Government.
off-budget fund.
Executive structures of the regions of the Russian Federation.

This activity is carried out in accordance with the functions that are defined for these entities in the Constitution of the country, federal and regional laws.

Restaurant - enterprise Catering with a wide range of complex dishes, including custom-made and branded, wine and vodka, tobacco and confectionery products, with a high level of service combined with leisure activities. The restaurant catering service is a service for the manufacture, sale and organization of consumption of a wide range of dishes and products of complex manufacture from various types of raw materials, purchased goods, wine and vodka products, provided by qualified production and service personnel in conditions of increased comfort and material and technical equipment in combination with leisure activities.

The restaurant provides consumers, as a rule, lunches and dinners, and when serving participants in conferences, seminars, meetings - a full ration. The restaurant organizes various kinds of banquets and themed parties. The restaurant provides the population Additional services: service of a waiter at home, ordering and delivery of culinary and confectionery products to consumers, including those in a banquet version; reservation of seats in the restaurant hall.

Leisure services include:

- organization of musical service;
- organization of concerts, variety programs;
- Provision of newspapers, magazines.

Customer service is carried out by head waiters, waiters.

The restaurant has, in addition to the usual signboard, a lighted signboard with design elements. Exquisite and original decorative elements (lamps, draperies, etc.) are used to design halls and premises for consumers. Furniture in a superior restaurant, corresponding to the interior of the room; The tables are padded. Armchairs are soft or semi-soft with armrests. A great demand is placed on dishes and appliances. Used dishes made of cupronickel, nickel silver, of stainless steel, porcelain faience with a monogram or decoration, crystal, artistically designed blown glassware.

Introduction.

Catering is an industry National economy, which is based on enterprises characterized by the unity of forms of organization of production and customer service and differing in types, specializations.

Development of public catering:

Provides significant savings social labor due to a more rational use of technology, raw materials, materials;

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

· gives the chance of the organization of the balanced rational food in children's and educational institutions.

Public catering, one of the first branches of the national economy, embarked on the rails of transformation, taking the burden of the most acute problems of the transition period onto 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 emerged. In 1995 the law of the Russian Federation “On state support small business in Russian Federation". This law is one of the fundamental ones for the period when the course is changing dramatically from a 100% state monopoly in the economy to market relations. It determines which of them can count on state support. Therefore, specialized enterprises that began to disappear in the first 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 also developing: canteens at manufacturing enterprises, student, school canteens. There are catering plants, firms that take on the tasks of organizing social catering.

Catering enterprises perform three interrelated functions:

· production culinary products;

sale of culinary products;

organization of its consumption.

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

In accordance with GOST 500761-95 “Catering services. General requirements There are certain requirements for catering services. The catering service is the result of the activities of enterprises and individual entrepreneurs to meet the consumer's needs for food and leisure activities. The service process is a set of operations performed by the contractor in direct contact with the consumer of services in the sale of culinary products and leisure activities. The quality of services should meet the established or perceived needs of consumers. Public catering services must meet the requirements of safety and environmental friendliness, intended purpose and be provided to consumers in conditions that meet the requirements of the current regulations. normative documents. In the process of servicing consumers, the range of services should 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 solution of the premises of the enterprise, as well as the conditions of service, including the appearance of the attendants, table setting, design and presentation of culinary products. The consumer must receive complete, reliable and timely information about the service provided.

Basic catering service – catering service . The catering service is a service for the production of culinary products and the creation of conditions for their sale and consumption in accordance with the type and class of the enterprise and is divided into the following:

Restaurant catering service

Bar catering service

Cafe catering service

dining room catering service

Diner catering service.

Services for the organization of consumption of products and services include:

Organization and maintenance of celebrations, ritual events;

· catering and service for participants of conferences, meetings, cultural events, etc.;

· delivery of culinary products and confectionery products and customer service in offices and at home;

customer service along the way passenger transport;

service in hotel rooms;

organization of rational integrated nutrition, etc.

In restaurants, 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 activities 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 the 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 skills of catering workers. A 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, highest, 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 custom-made and special dishes, products for restaurants, a wide selection of custom-made and branded drinks, cocktails - for bars;

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

"the first ”- harmony, comfort and choice of services, a diverse range of specialties and products, complex drinks for restaurants, a set of drinks, simple cocktails, incl. custom and branded - for bars.

Restaurants distinguish:

· by product range – fish, beer, with national cuisine or cuisine foreign countries;

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

The main types of banquets.

Banquet is a solemn breakfast, lunch or dinner party arranged in honor of a person, event or celebration. Banquets can be official (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 a banquet for serving and servicing. The organization and precise work in preparation for servicing the banquet depend on how detailed and timely all the details of the banquet are determined and agreed between the customer and the contractor (restaurant administration).

Orders for servicing weddings, anniversaries and other celebrations are accepted by the director, headwaiter or administrator. When placing an order, the date of servicing 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 time of service, approximate menu and preliminary cost of the order. Upon acceptance of the order, the organizer is offered to get acquainted with the premises for the banquet, the arrangement of tables, the accommodation of guests, the design of the hall. It is also specified whether guests will be served an aperitif, whether flowers are needed to decorate the table, music during the banquet, a place for dancing. The employee accepting the order introduces the customer to the rules of the enterprise, the order of service, as well as the procedure for compensating for possible losses due to the fault of the customer and guests.

The banquet menu is compiled at the request of customers, depending on the capabilities of the enterprise. After agreeing on the menu, the customer pays 50% of the cost of the order, the cashier issues an incoming cash order 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 maitre d' makes up with the customer and draws up an Order-invoice.

The order-invoice is issued in five copies, approved by the head of the enterprise and transferred to the cashier. The cashier accepts an additional payment for the order from the customer (on the basis of an incoming cash order), certifies the Order-invoice with his signature and stamps “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 invoice-order 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 throughput trading floor, requires a smaller number qualified personnel etc. This form of service is used in restaurants where a large number of visitors constantly use breakfast, lunch and dinner.

There are no special requirements for trading floors for organizing customer service using this method. Trading floors should be bright, well ventilated and free enough to provide visitors with the necessary amenities.

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 can come at the same time, one or two distribution lines are installed in the hall.
Distribution points are installed at a distance of 1-1.5 m from the walls, and the need to exclude oncoming flows of visitors is taken into account. 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 product range can be offered as follows:

Breakfast - butter, sausage, ham, salads, vegetables, pancakes, cheesecakes, cereals, meat, vegetable, dairy, egg dishes, fermented milk 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; soup-puree, borscht, etc.; from the second courses - fried fish, boiled meat, cabbage rolls, potato cutlets, carrots; side dishes - fried potatoes, crumbly cereals, stewed cabbage; for dessert - compote, jelly, jelly and hot drinks (tea, coffee).

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

It is important that the range of dishes and drinks is varied. The consumer should be able to taste several dishes little by little - this is one of the advantages of the "buffet". The range of products must be changed by day of the week.

Visitors, before entering the hall, pre-pay the cost of a single meal. For the organization of groups of visitors, the cost of meals can be paid in advance by non-cash payment, and each visitor is issued a pass for a separate meal. A menu is posted in front of the cash register. At the entrance to the hall, visitors give a check or coupon to the controller and go to the distribution room. Customers choose dishes, put them on plates and sit down at the table. In the hall there are waiters who set the tables, clean the 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 can be organized, tobacco products for cash through a small bar or using special carts.

Coffee break refers 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. Canapés and small cakes are served. The ways of serving are different, but for the most part, as at a cocktail reception, mainly on a tray “from hand” due to time regulations and organization in various kinds of premises.

In the sales area where coffee breaks are 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 placed here

Diplomatic reception

Diplomatic receptions are one of the generally accepted and widespread forms of foreign policy activity of governments, departments of foreign affairs, diplomatic missions and diplomats. Receptions are held both to commemorate important events (national holidays, anniversaries, anniversaries of the signing of agreements, as well as on the occasion of a distinguished guest or delegation staying in the country), and as part of the daily activities of 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, and exchange views on important international issues. Therefore, any diplomatic reception is of great political importance both for those who arrange it and for the guests present at it. Of even more important political nature are the receptions organized by the country's governing bodies in honor of distinguished foreign guests or delegations. The traditions of holding receptions have their roots in ancient times. 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 observed 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, the methods of their preparation, the diplomatic etiquette followed by the participants in the receptions.
Business practices can be classified as follows:
receptions taking place while sitting, with the presence of seats;
standing techniques - without seats.
There are the following types of diplomatic receptions

"A glass of champagne" and "a glass of wine"

These two types of receptions, which are considered a kind of "cocktail" reception, begin at 12 o'clock and end at 13 o'clock. Champagne, wine, juices are usually served during such a reception. As an appetizer - a small cake, sandwiches, canapes, nuts, etc. Reception "cocktail" takes place, as a rule, in a standing position. The dress code is a casual suit or dress.

The reason for such receptions can 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 solemn event, in a specially equipped room or lobby. Drinks and light snacks are served by waiters. The main drink is champagne. light snacks sweets, fruits, canapé sandwiches and others that do not require cutlery and table setting are considered. Strong drinks - cognac, vodka, whiskey, gin - are not served at daytime receptions. At the same time, sometimes a bar is organized separately or whiskey, gin, vodka are served on a tray.

characteristic feature This technique is the need to make a meal while standing. As an exception, only elderly women are allowed to sit down for a while. For men, regardless of age, there is no such exception.

There is no special procedure for accommodating guests: they are dispersed randomly in the hall. And one more feature: these receptions belong to the category of official ones, 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 dine in the evening, or dense, replacing 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 lunch break in institutions, firms, concerns. Lunch continues 3 hours. The list of traditional Western European dishes served for lunch is limited. These include: all kinds of soufflé (from game, goose liver, broccoli, cauliflower, potato, chicken, duck, lobster, semolina, noodles, etc.), chicken wrapped in a tortilla. Chop and cutlets, boiled chicken and fish are also quite acceptable, but fried cuts of meat, large in volume, are usually left for dinner. Even light soups are possible, although there are no once and for all established rules about this. Plentiful salads, spaghetti in similar dishes of simplified preparation at informal lunches, guests impose themselves, service by waiters is not provided. The official lunch is similar in most details to the official dinner, 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, both men and women can be such staff.

The official lunch is usually scheduled for 13.00. If after the official dinner guests can stay for a long time for communication, then after the official lunch - within 30 minutes after the reception, write. Another difference is that women are allowed to wear hats during lunch, although they leave outerwear with gloves in the cloakroom. The official lunch provides for the serving of three courses: soup or appetizer, main course, dessert. On rare occasions, a fourth course is served, consisting of seafood. 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 baking bagels, buns sprinkled with poppy seeds or nuts, 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 vacated, including dishes with bread, pepper shakers, salt shakers. claret. Iced tea or coffee is a must. Always on the table should be a jug of water or glasses of water in front of each appliance.

Official lunch

An official 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 may be longer. At the same time, guests are at the table for about 1 hour, and the rest of the time in the living rooms. In some cases, after dinner there is a cocktail. Then the guests present at the dinner, at the end of it, go 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 the dinner is accompanied by many ceremonial procedures, observed in all details. For example, a formal dinner requires exclusively male staff, although this condition is often not met. Guests must arrive exactly on time, but not earlier. It's better to be a little late.

« Tea"

It is arranged between 16 and 18 hours, as a rule, only for women. For example, the wife of the Minister of Foreign Affairs arranges tea for the wives of the heads of diplomatic missions; ambassador's wife - for the wives of other ambassadors, other women, etc. There are cases of invitations to tea as well as men. For tea, one or more tables are laid, depending on the number of invited persons, confectionery and bakery products, fruits, dessert and dry wines, juices and mineral water. Snacks (canapes with sparks, fish, cheese) are rarely served with tea, and if served, then in small quantities. The duration of tea is 1-1.5 hours.

"Zhur fix"

This type of reception is hosted by the wife of the minister of foreign affairs or another member of the government, or by the wife of an ambassador, once a week on the same day and hour throughout the autumn-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 a break follows. Those who received an invitation to "jour fix" can come to it without additional invitations. In terms of time, food and dress code, this reception does not differ from “tea”. Sometimes such receptions take the form of musical or literary evenings. Men are also invited to the zhurfix receptions.

"Cocktail" or "a la buffet"

It starts between 17:00 and 18:00 (at 17:00, 17:30, at 18:00) and lasts for two hours. Treats - various cold snacks and confectionery, fruits. Sometimes hot appetizers are also served. The meal should not be plentiful. At receptions of this type, alcoholic drinks 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 pour drinks for those who wish.

Champagne may be served at the end of the reception followed by coffee.

Receptions such as "cocktail" or "a la buffet" are held standing. Guests approach the tables, pick up snacks on their plates and move away from the tables to give other guests an opportunity to approach them. Tables with refreshments are recommended not to be placed in the middle of the hall or room, but along the walls with small gaps from the walls for the attendants. 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 occasion and indications to this effect 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, refreshments are based on the principle of self-service. Guests themselves take food, which are on a separate table. This type of reception is less formal than a regular dinner. Dress code, depending on the indication in the invitation .

"Dinner"

Starts at 21:00 and later. The dinner menu and wines are the same as for lunch. Dress code - black suit, tuxedo or tailcoat; for women - evening dress.

Dinner differs from lunch only when it starts - not earlier than 21:00 .

Varieties of receptions are film screenings, musical and literary evenings, friendship evenings, chess meetings, other sports games, and so on. 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

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

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

The invitation, as a rule, contains a request for confirmation of the intention to attend the reception. It is customary to designate this request in capital French letters: R.S.V.P. (Repondez s "il-vous-plaot - "Please answer").

If the invitation contains the letters R.S.V.P. crossed out or absent (this occurs mainly in invitations to receptions held standing, without seating at the table), it is not necessary to give one or another answer. All generally accepted conditional texts in etiquette (similar to the text given above) are usually presented on French.
invitation, like business card, printed on good quality paper, white or any light shade. Various decorative elements are considered inappropriate - vignettes, flowers, figurines, etc. Strict font, clear and legible printed text in compliance with the rules of etiquette and the use of obligatory "politeness formulas" - this is what is required from an ideal invitation to a business reception. Invitations are sent out, depending on local practice, no later than two to three weeks before the appointment. Parcel for more short term can lead to many refusals 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. Invitations to officials and prominent figures are always recommended to be sent by courier

SELECTING THE TYPE OF RECEPTION.

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

In the event of a Soviet governmental, parliamentary or other delegation arriving in the host country on an official visit, breakfast or lunch is usually given on behalf of its head 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 waiter service on the occasion of the arrival of the Turkish Ambassador for 90 people

Banquet at the table with full service by waiters on the occasion of the reception of a distinguished guest for 90 people (lunch) will be held at the restaurant “1001 Nights” in the “Main Hall” on February 15, 2010 at 17:00.

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

The main restaurant hall is made in the style of an oriental palace and at the same time looks like a fairy-tale cave with treasures.

Service is carried out 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.
It is unreasonable to hold receptions for a large number of guests in a small hall, and a small number of guests will feel uncomfortable in a large, spacious hall.
What is considered too large or too small a hall for a business reception? There are no strict standards for this, but it seems that the optimal calculation would be at least 10m2 per person, including a place at the table.
If the reception is designed for a sufficiently large number of guests, care should be taken to seat them and how to convey information about this to the guests.
When organizing modern business receptions with a large number of guests, the seating plan is usually posted in several places in front of the entrance to the hall where the reception will take place, or depicted on a special sheet - an insert in the invitation, or 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.
Tables for seating guests can be placed in the room in various ways.

The first option (letter "P"):

The second option (letter "Sh"):

The third option (letter "T"):

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

Complied following rules seating arrangements:

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

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

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

· If possible, guests - men and women - are seated, alternating 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 of the guests sitting nearby.

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

PROCEDURE AND RULES FOR DESIGN AND DEVELOPMENT OF THE MENU

.Menu – this is a list of snacks, dishes, drinks, flour confectionery products available for sale on a given day, indicating output and price. The menu must be signed by the director, production manager and calculator. Depending on the type of enterprise and the serviced contingent of consumers, apply different kinds menu: with a free choice of dishes; set meals and lunches by subscription; daily diet; special meals; dietary and baby food; banquet.

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

Order of dishes on the menu

Signature dishes and snacks

Cold meals and snacks:

1. Caviar granular sturgeon, salmon

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

3. Fish cold dishes:

4 Fish gastronomy and canned snacks:

5. Non-fish seafood

6. Salads and vinaigrettes

7. Meat cold dishes and snacks:

8. Poultry and game are cold

Hot appetizers

1. Fish, from non-fish products of the sea

3. From by-products

4.From poultry and game

5. Vegetable and mushroom

6. Egg and flour

1. Transparent

4. Dairy, cold, sweet

Fish hot dishes

Meat hot dishes

Hot poultry and game dishes

Dishes from vegetables, cereals, legumes, pasta, flour

Dishes from eggs and cottage cheese

Sweet dishes

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

2. Cold (kissels, mousses, jellies, sambuca, creams, ice cream, whipped cream with fillings, fresh and canned fruit compotes)

3. Fruits, berries, natural and in syrup

Hot drinks (tea, coffee, cocoa, chocolate)

Cold drinks of own production

1. From fruits and berries (own production)

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

Menu design

The restaurant menu is a visiting card of the enterprise, 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 high-class enterprises, the menu and price list must have an emblem or brand name of the enterprise, printed in a typographical way; the menu cover is made of coated paper, cardboard or leatherette. The art design 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. The menu can provide information about specialties, drinks, it is advisable to supplement this information with appropriate drawings, entertaining historical reference about a particular dish in order to draw attention to it. For the convenience of serving foreign tourists, menus and price lists should be printed in Russian, English, French and German.

Price list of wine and vodka products

Menu.

Banquet at the table with full waiter service 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

Baskets with crabs ………………………………..( 100g )

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

Salad "Sultan"…………………………………………(100g)

Salad "Goldfish"…………………………………..(100g)

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

Istanbul Eggplant …………………………...(150g)

Hot appetizers

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

Whitefish in pita bread - Sig File fillet with seasonings is baked in Lavash ………………………………………………… (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)

GARNISHES:
Baked potatoes – ruddy potato halves with sour cream or butter ……………………………………..(200g)

Charcoal grilled vegetables – a delicacy of eggplant, tomatoes and peppers, baked over a fire and fried with herbs……….(250g)

Sweet dishes

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

Hot drinks

Coffee black “Arabica”…………….100/10

Tea “Akhmat” ………………………100/10

Wheat bread….(100g)

Rye bread……….(200g)

Maitre d' ______________

Banquet at the table with full waiter service

A feature of this banquet is the serving of all dishes, drinks and fruits by waiters. An indispensable condition for serving such banquets is the speed of serving dishes, drinks and changing appliances, since the time for serving guests at the table should not exceed 50-60 minutes. A large number of highly qualified waiters participate 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 is paired with each waiter; the number of waiters can be increased at the rate 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, meat, poultry, game appetizers, hot appetizer, soup, hot dishes of fish, meat, poultry, game, vegetables, dessert, fruit, 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 tables should not exceed 10 m, so as not to impede the work of 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. Utility 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 the tables are covered with tablecloths, they are served.

Serving begins with small dinner plates that serve as a stand for snack plates, deep plates or bouillon cups. Having determined the center of the table, on one of its sides they put the first - the central plate, from which to the right and left side place a certain number of plates at a distance of 60 - 80 cm from one another in accordance with the guest accommodation plan. Then they arrange the plates on the other side of the table - one against the other.

When arranging plates, the following rules are observed:

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, plates are placed at a large interval - up to 1 m;

· the sign of the company, enterprise, depicted on the plate, must be in front of the guest.

Snack bars are placed on dinner plates, and at a distance of 10-15 cm, on the left, patties.

Cutlery is laid out behind the plates. A table knife is placed to the right of the dinner plate, 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 bowls), a snack knife. If the first course is served in bouillon cups, then in this case a dessert spoon is served with the soup and a tablespoon is not put. To the left of the tablespoon put a table fork (it, like a table knife, should be half covered with a plate), a fish fork and a diner with horns up. The ends of the handles of all devices are aligned parallel to the edge of the table 1-2 cm from it.

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

Having finished setting the table with cutlery, 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, wine glasses are placed behind the plate at a distance of 3-5 cm from it, closer to the plate is the place for dessert devices. When the glass is shifted to the right, it is placed near the tip of the blade of a table knife. 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. In the second row put a glass of champagne. Cognac and liquor glasses are placed on the table before cognac and liquor are served with coffee or tea.

Having finished the table setting with crystal or glass, linen napkins are laid out for individual use. They are rolled into a certain shape and placed on snack plates. Salt and pepper shakers must be placed on the table through the device on the line of glassware.

The table is decorated with non-bulky compositions of natural flowers in low vases.

Each banquet participant may 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 appliance behind a pie plate. In accordance with the guest accommodation plan, small cards are placed in front of the device of each guest (at the dinner plate), indicating the names and initials of the banquet participants.

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

At the end of the serving of the banquet table, dishes, cutlery, napkins for change are placed on the auxiliary tables.

15-45 minutes before the start of the banquet, drinks (except champagne, cognac, liquor) are brought into the hall, placed on auxiliary tables, labels facing the hall. Bottles must be clean, without corks; they are covered with napkins.

In order for the guests to familiarize themselves with the places allotted to them in the room intended for gathering participants in the banquet, a plan for placing guests at the banquet table is put 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, and in summer, in addition, water, beer can be served. When serving an aperitif, snacks can be offered: canapes, sandwiches, tartlets with various fillings, pies, etc. In the entrance hall on the tables they put low vases with nuts, put cigarettes, matches, put ashtrays. An 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, the guests go to the hall where the banquet begins.

Name	Servings		Number of dishes, units	Name of dishes
Name	Ordered	In the dishes	Number of dishes, units	Name of dishes
Salmon lightly salted				Oval dish
Baskets with crabs				round dish
Eggplant in Istanbul				Oval dish
Salad "Sultan"				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 vegetables on charcoal				round dish

Maitre d' _______________

Maitre d' ______________

(signature)

Maitre d' _______________

(signature)

Name of dishes and appliances	Quantity, pcs
Porcelain Dinner plates
Snack plates
Pie plates
Dessert plates
Deep dining plate
soup bowl
Dish round (300mm)
Oval dish (300mm)
salad bowls
Vase “plateau” for cake
Tea cups with saucers
Coffee cups with saucers
coffee pot
teapot
Topping kettle
sugar bowl
Spice utensils: Pepperboxes
Ashtrays
Crystal Water glasses
Glasses for juice
Glasses : Vodka (50 cm)
Cognac (25 cm)
Rainwear (100 cm)
Lafitte (125cm)
Jugs with lids
Melchior Knives, table forks
Knives, forks
Knives, fish forks
Knives, dessert forks
tea spoons
coffee spoons
Knife, fork cutting
salad spoons
pouring spoons
Small confectionery tongs
Spatula confectionery

Maitre d' ______________

(signature)

Personal plan of the maitre d'.

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

The head waiter is responsible for organizing the service process, supervises the work of waiters, barmaids, cleaners commercial premises, dish washers, service workers, bread cutters, porters, as well as musicians and orchestra artists, arranges waiters at their workplaces, determines work areas for units, draws up work schedules, keeps track of waiters' working hours, ensures timely and correct preparation of the hall for opening, availability of menus and price lists. Conducts briefings for waiters before starting work, checks the maintenance of the premises of the trading group (trading floor, buffet, lobby, wardrobe), compliance with uniform uniforms and personal hygiene rules by the employees of the hall.

In addition, the maitre d' monitors the table setting, as well as compliance with the rules of trade, price discipline in the hall. He controls the timeliness and correctness of the preparation of registers of accounts by waiters, the delivery of proceeds to the cashier and copies to the account, is responsible for the correct execution of accounts by waiters, for the operation commercial furniture. Carries out activities for the safety of utensils and equipment.

The head waiter is constantly in the hall, meets guests, offers places at tables, ensures that waiters present a book of complaints and suggestions at the first request of visitors, and resolves conflicts that arise between hall employees and visitors. He keeps records with the appropriate registration on the acceptance of orders for servicing a banquet for cash, provides it proper organization, conducts systematic work to improve the professional knowledge of waiters, as well as educational work among them. The head waiter is involved in the design of the hall, the service program and in compiling the menu. He also takes part in the work on assessing the quality of labor (by labor group), keeps a log of indicators of a decrease in the quality of labor.

The headwaiter's professional knowledge is very extensive: rules and service techniques; rules of etiquette; the procedure for accepting orders and organizing celebrations; basics of cooking technology, requirements for their quality and design; forms of service; rules for working on cash registers; pricing in catering establishments.

Before the start of the banquet, the headwaiter gathers the waiters, explains to them the features of the banquet, the order of serving snacks, dishes, drinks, the sequence of service, distributes duties between them, arranges the waiters by sector and explains in detail the service scheme. During the preparation of the banquet and in the process of serving guests, the head waiter supervises the work of the waiters, controls the implementation of the service scheme by them. He monitors the timely preparation of dishes for serving to the hall, gives permission for 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 a porter or specially designated male attendants. He often (if there is no special wardrobe) takes outerwear and shows the guests the way to the hall where the dinner is held.

Meeting and accommodating guests Special attention should be given to the guest of honor. He is invited to sit down by pulling out a chair and inviting him with a gesture, after which he is invited to sit down by the rest of the guests. The waiters offer the menu in the cover in expanded form on the left with the left hand. Having offered 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 apply. As mentioned earlier, the main thing is official status, so they start serving with honored guests, and then they serve everyone in turn. Meals are served to the guest on the left, while liquids - tea, wine, coffee - on the right.

Rules and techniques for serving dishes.

When serving, the waiters must work quickly, clearly, without unnecessary movements, enter the hall in order of the numbers of the sectors served, hold the items they carry in the palm of their left hand, covered with a napkin or handbrake, at elbow level, moving around the hall synchronously. Approaching the guest of honor, with whom the service begins, he stops behind, facing the table. According to the conventional sign of the maître d', everyone offers dishes at the same time. Dishes, side dishes 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. Having served one guest, the waiter, having lifted the dish from the table and stepped back, approaches the next guest. When refusing any dish, the waiter must remove the device 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 participants in the banquet finish eating the served dish, all the waiters simultaneously remove the plates and cutlery and start serving the next dish.

The serving of dessert and hot drinks is preceded by a thorough cleaning of the table.

Responsibilities of waiters for serving a banquet.

The waiter must be professionally trained, be able to put into 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;

order of serving dishes, drinks, requirements for their design and temperature, compliance of the assortment of wine and vodka products with the dishes served;

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

Features of servicing receptions, banquets, etc. special events;

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

· within the minimum spoken foreign language and professional terminology;

rules for the operation of cash registers, the procedure for settlement with consumers;

Fundamentals of technology and apply them in customer service;

Comply with safety rules when servicing.

Cleaning, moving and handing over dishes.

During the service, the waiter must quickly prepare the table for serving the next dish, collecting used dishes and cutlery and replacing them with clean ones.

When cleaning plates with food leftovers, the waiter approaches the guest of honor, takes the plate with cutlery in his right hand and shifts 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 puts the cutlery from the first and second plates and the leftovers on the bottom plate. When serving a group of guests, one waiter can collect up to ten plates in this way.

The waiter takes the used plates to the back table and immediately brings clean plates. When serving a group of guests by two waiters, one of them collects used dishes and cutlery, and the other puts clean ones on the table. To do this, a stack of plates is placed on the utility table in advance. required quantity. A linen napkin folded four times is placed on the top plate of the foot, knives and forks are placed 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 integral part protocol of any country is the organization of diplomatic receptions, their ceremonial and etiquette. In international life, diplomatic receptions are one of the generally accepted and widespread forms of activity of diplomatic missions, legislative and executive bodies authorities, as well as other ministries and departments involved in foreign policy and foreign economic activity. Protocol events play a very prominent role in international economic cooperation.

The rules and norms of the diplomatic protocol are the basis for the organization and procedure for conducting business receptions. Receptions serve to establish and develop business and personal contacts, and 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 inviting members of the diplomatic corps and representatives of the business world may be hosted by the head of state, head of government, heads of the Ministry of Foreign Affairs and foreign economic departments in accordance with the basic protocol rules in force in each state.

Receptions are a form of organization of official and working meetings that is widespread and accepted in international communication. They provide an opportunity to establish and consolidate business ties, obtain information, explain the policy of one's country and important aspects of economic cooperation. Along with this, diplomatic and business receptions, if properly organized, allow in a relaxed atmosphere to probe or discuss topics that, due to certain circumstances, it is undesirable to touch on at the official level.

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

The choice of the type of a reception is also associated with the need to comply with a number of protocol formalities related to its preparation and conduct (invitation and response to it, dress code, order of arrival and departure, meeting and seeing off guests, compiling a menu, table setting, toasts, the need to fulfill etiquette requirements are defined, etc.).