The responsibilities and quality requirements of grass-roots managers are 1. Supervision-supervise and guide employees to complete reception tasks according to regulations. Excellent supervisors complete this management function through continuous inspection. 2. Communication-The supervisor must have good interpersonal relationships, the ability to deal with emergencies and the ability to solve emergencies in daily business. 3. Coordination-field work is closely related to various departments, and the competent personnel must have strong horizontal communication and coordination skills. 4, plan and truth-the person in charge should cooperate with the manager to draw up various plans and be responsible for the specific organization and implementation. 5. Control-master all business work and make it run normally according to procedures and norms. 6. Training-the supervisor is the employee's teacher. He should know the training methods, have a deep understanding of service knowledge, attitude, skills and professional habits, and set an example for employees. All the service standards required of employees can be accurately displayed and satisfactorily explained. 7. Encouragement-The supervisor should set an example and lead by example, so as to stimulate the positive innovation of subordinates at any time, thus generating professionalism. 8. Evaluation-The supervisor should take the lead, work in the front line, have a full understanding of product quality and employee performance, and make a fair evaluation as the basis for rewarding and punishing employees. Grass-roots labor discipline management 1, attendance discipline and shift change discipline: attendance-the supervisor should make a record of employee attendance every month and report it at the end of the month. Team leaders have the right to stop arranging work if they are sick or leave early. The foreman has the right to stop attendance if he does not obey the leadership command and his own arrangement. Handover system-(1) Before the formal handover, the handover person shall not leave his post without leave. (2) Handover: handover situation, equipment, tools, quality and records. (3) Fill in the handover record and complete the formalities. (4) The successor shall provide convenience for the successor, make good preparations, handle the problems on duty, and explain the unfinished matters to the successor. 2, service standardization management discipline-the supervisor should make service standardization in every employee. The general operation is: (1) prompt before class, concentrate on listening to the class, introduce the work tasks, main points and precautions of the class, and focus on special prompts. (2) Strictly check employees' work between classes and correct mistakes in time. (3) Summary after work, so as to facilitate the next step of improvement and development. 2. Organizational discipline-there are disciplinary requirements between departments and teams, and the competent personnel should set an example and take the lead in implementing them. At the same time, educate and supervise employees to implement organizational discipline. 3, the democratic life of the team-(1) the supervisor should be fair and just when implementing the system, and dare to admit mistakes. The life and difficulties of grass-roots organizations should be concerned and invested as their own affairs. (2) To hold a democratic meeting of grass-roots organizations, and form a real atmosphere of criticism and self-criticism at the meeting, so as to give employees full opportunities to express their opinions. Iii. Grass-roots Control, Command and Management: 1 Pre-control of service quality-The so-called pre-control refers to all management efforts made to prevent the quality and quantity of various resources used in the service from deviating before implementation, that is, pre-shift preparation. Main contents of pre-control: (1) Pre-control of human resources-the supervisor should flexibly arrange personnel shifts according to the characteristics of the service area to ensure sufficient human resources. Conduct gfd inspection for pre-shift employees, and check their standing position and posture. (2) material resources precontrol (pre-shift items for inspection). (3) Hygienic weight pre-control (last pre-shift hygiene check half an hour before taking up the post). (4) Accident pre-control: Before the shift, we must check the received customer situation forecast to avoid misinformation. At the same time, it is necessary to understand the supply and demand of products on that day, so that all employees can understand it and avoid causing customers' dissatisfaction afterwards. 2. On-site control of service quality-the so-called on-site control refers to monitoring the on-site service, making it standardized and programmed, and handling accidents quickly and properly. (1) service process control: during the service period, the person in charge should always stand at the front line, observe, judge, supervise and guide the service personnel to serve according to the standard service process, and correct the deviation in time when found. (2) Control of delivered items: master the delivery time of products, and don't let the guests wait too long. (3) Accident control: The service industry is face-to-face service. If the complaint is caused by a guest, the supervisor should take remedial measures promptly to prevent the situation from expanding and affecting other guests. Guests found drunk should warn the waiter to stop adding alcoholic drinks. At the same time, try to let him leave early to ensure the whole environment and atmosphere. (4) Manpower control: During the service period, the supervisor should divide the work two or three times according to the changes of the customer's situation. 3. Feedback control of service quality: The so-called feedback control is to find out the shortcomings in the implementation stage of service preparation through the feedback of quality information, and take measures to strengthen pre-control and on-site control to improve service quality and make customers more satisfied. Information feedback comes from: waiters, managers (internal systems) and guests (external sources). Fourth, the management of grass-roots service quality: service quality is a comprehensive reflection of the management level of enterprises, and service quality is an important symbol to judge the management level. Only good service can attract and retain guests, who are the foundation and spare parts for the survival and development of enterprises. "The service industry only sells one commodity-service. Characteristics of service quality: (1) comprehensiveness: service quality is a comprehensive reflection of service industry management level. (2) transience: production and sales are carried out almost at the same time, and whether a series of work can be completed in a short time is a test of service quality. (3) Relevance: (Coordination) From product production to sales, only the full cooperation, coordination and cooperation of all personnel can guarantee the eugenic service. (4) Consistency: consistency of service standards and service quality, consistency of product quality, specifications, product price and service attitude. The content of service quality-service facilities and service level. Service level is an important part of testing service quality. Service level mainly includes: politeness-politeness terms, gfd. Service attitude-smile, enthusiasm and cleanliness are the key to the prosperity of enterprises. Cleanliness-product manufacturing process, service environment, post of service personnel and personal hygiene. Service Skills, Skills and Service Efficiency-Service efficiency is the time concept of service work, which not only reflects the level, but also reflects the management level and the quality of waiters. The goal of quality service is to minimize or even eliminate the waiting phenomenon.