第1页共89页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第1页共89页目录公司简介·············································································································1第一章西餐厅分店经理例行工作表·········································································6第二章西餐厅前厅主管岗位表···············································································8第三章财务人员的岗位职责及相关规定··································································27第四章西餐厅前厅领班岗位职责及相关工作····························································31第一、前厅领班工作范围·······················································································31第一节领班岗位职责及规范·················································································31第二节领班交接制度··························································································33第三节领班交接程序··························································································34第二、清理与沟通································································································36第一节餐厅领班人员沟通技巧··············································································36第二节领导艺术与技巧·······················································································42第三、班前、班后会的管理····················································································45第四、餐厅服务质量控制·······················································································49第五章处理客人投诉··························································································55第一节如何分析投诉··························································································55第二节如何处理客人投诉····································································...
