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Categories of public catering establishments. Types of catering establishments

Services Catering are subdivided into:

1. Food service.

2. Services for the production and sale of various dishes.

3. Services for the organization of consumption and maintenance.

4. Leisure services.

5. Information and consulting services.

An enterprise providing catering services must comply with the declared type (class) in accordance with the requirements of regulatory documents. In accordance with the Rules for the provision of catering services, catering services are provided in restaurants, cafes, bars, canteens, snack bars and other catering places. The types of catering establishments, and for restaurants and bars also their classes (luxury, superior, first) are determined by the company itself in accordance with the state standard.
Mandatory requirements and norms for public catering establishments are established by GOST R No. 50-762-95 Classification of public catering establishments. General requirements. This standard provides for the following types of catering establishments: restaurant, bar, cafe, canteen, snack bar. Restaurants and bars, according to the level of service and the services provided, are divided into classes: first, highest, luxury, in accordance with the above standard:

According to various regulatory documents, catering establishments, regardless of their type, must meet the following requirements.

1. Compliance with its intended purpose.

2. Accuracy and timeliness of the provision of services - the work schedule should hang in a conspicuous place and should not be violated.

3. Safety and environmental friendliness:

a) The building must have emergency exits, stairs, noticeable information signs.

b) Enterprises should be equipped with warning systems, fire protection equipment.

c) Sanitary and hygienic norms and rules, the condition of plumbing and production equipment, waste disposal, etc. must be observed.

d) Personnel must be trained in safe working practices and undergo a medical examination.

4. Ergonomics and comfort

5. Aesthetics.

6. Social targeting.

7. Informativeness.

Criteria for the classification of public catering establishments

I .. The nature of trade and production activities.

Restaurant - a public catering enterprise with a wide range of dishes complex preparation, including customized and branded; wine and vodka, tobacco and confectionery products, an increased level of service in combination with the organization of recreation.

Bar - a public catering enterprise with a bar counter selling mixed, strong alcoholic, low-alcohol and non-alcoholic drinks, snacks, desserts, flour confectionery and bakery products, purchased goods.

A cafe is an enterprise for organizing food and recreation for consumers with the provision of a limited range of products compared to a restaurant. It sells branded, customized dishes, products and drinks.

A canteen is a public catering enterprise or a catering enterprise serving a certain contingent of consumers, which produces and sells dishes in accordance with a menu that is varied on days of the week.

Snack bar - a public catering enterprise with a limited assortment of dishes of simple preparation from a certain type of raw material and intended for quick service to consumers.

According to the level of service and the range of services provided, restaurants and bars are divided into three classes - luxury, superior and 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 signature dishes, products for restaurants, a wide selection of customized and branded drinks, cocktails - for bars;

- the highest - 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;

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

Cafes, canteens and eateries are not subdivided into classes.

Restaurants are distinguished:

- by the range of products sold - for example, fish, beer; with national cuisine or the cuisine of foreign countries;

- at the location - a restaurant at a hotel, a railway station, in a recreation area, a carriage - a restaurant, etc.

Bars distinguish:

- by the range of products sold and the method of preparation - dairy, beer, wine, coffee, cocktail bar, grill bar;

- according to the specifics of customer service - video bar, variety show bar, etc.

The cafe is distinguished:

- by the range of products sold - ice cream parlor, pastry cafe, dairy cafe;

- according to the contingent of consumers - youth cafes, children's cafes, etc.

Canteens are distinguished:

- for the range of products sold - general type and dietary;

- for the serviced contingent of consumers - school, student, etc .;

- by location - public, at the place of study, work.

Eateries share:

- according to the range of products sold - general type and specialized (sausage, dumplings, pancakes, pies, donuts, barbecue, tea, pizzeria, hamburger, etc.).

Restaurants, cafes and bars combine the production, sale and organization of product consumption with the organization of recreation and entertainment for consumers.

When determining the type of enterprise, the following factors are taken into account:

- the range of products sold, their variety and complexity of manufacture;

Technical equipment (material base, engineering and technical equipment and equipment, composition of premises, architectural and planning solution, etc.);

- service methods;

- qualification of personnel;

- quality of service (comfort, communication ethics, aesthetics, etc.);

- the range of services provided to consumers.

II. Product range

a) Full service - offering a wide variety of dishes. There is always a high proportion of branded and customized “haute cuisine” dishes.

b) Specialized enterprises can be of various specializations - from broad - they prepare dishes of a specific cuisine (French, Italian, Chinese, etc.), to narrow ones, when they work with only one dish. However, this is conditional. Among catering establishments, it is easy to classify bars on this basis: beer, wine, dairy, cocktail bars.

III... Capacity

For restaurants - from 50 to 500 seats.

For cafes - from 50 to 150 seats.

For canteens - no limit - from 50 to 500.

IV. Form of service.

1. Self-service enterprises.

2. With partial service by waiters.

3. With full service.

4. With service by bartenders.

V. Time of operation.

1. Permanent or seasonal.

2. Working in the daytime and evening or at night.

Vi. Thematic focus

Salon restaurant - sophistication in everything. Luxurious interior, rich table setting, exquisite dishes, sedate staff. The atmosphere of sophistication, elegance. The artists are distinguished by high professionalism, live instrumental performance.
Folklore restaurant - based on the culture of peoples, their way of life, cuisine. The show is based on national folklore. It is desirable that the repertoire be varied, for example, Eastern and European cuisines, music, etc.
Specialized restaurant - based on the specifics of the served dishes, for example, fish, beer.
Interior and landscape restaurant - have an unusual interior and location, for example, “Swallow's Nest” in Crimea, “Seventh Heaven” in the Ostankino TV tower, “Kingdom of Neptune” - under water.
Music restaurant - focus on one or another type of music (rock, jazz, classical, etc.). The choice of direction determines the interior design. People are united by the possibility of communication.
Concert restaurants - focused on show programs, concerts of vocalists, popular bands. Opening hours are evening. In the afternoon - rehearsals. Many world stars - Whitney Houston, Rolling Stones, consider it their duty to perform at a local restaurant.
Tavern is a kind of restaurant. The main function is to provide food. The cultural and entertainment program is poorly developed, the interior is simple.
Cafe - chantans - first appeared in Paris. Here the cancan appeared as a challenge to the morality of bourgeois society. In such restaurants, songs and dances of erotic content are performed. This is often used by restaurants whose financial affairs are not going well. The emergence of such cafes is also associated with social changes in society.

9. Art cafes - focused on cultural events, meetings with artists, painters, writers. An informal atmosphere of communication with interesting people is created.

10. Mixed restaurants are the most common option, with good food, etc. Designed for a diverse contingent.

2.2. Classification of public catering establishments

Public catering establishments are classified depending on the nature of production, the range of products, volume and types of services provided.

Depending on the nature of production public catering enterprises are subdivided into procurement, pre-preparation and enterprises with a full production cycle.

The group of procurement enterprises includes enterprises that manufacture semi-finished products and finished products for supplying them to other enterprises: billet factories, semi-finished products factories, specialized billet shops, specialized culinary and confectionery shops.

Pre-procurement enterprises include enterprises that manufacture products from semi-finished products obtained from procurement public catering enterprises and food industry enterprises. These include: canteen-preparatory rooms, canteens-dispensers, dining cars, etc.

Enterprises with a full production cycle process raw materials, produce semi-finished products and finished products, and then sell them themselves. Such enterprises include large public catering enterprises - food factories, restaurants, as well as all enterprises operating on raw materials.

Depending on the range of products catering establishments are divided into universal and specialized. Universal enterprises produce a variety of dishes from different types raw materials. Specialized enterprises carry out the production and sale of products from a certain type of raw material - dairy cafes, pastry cafes; fish canteens, restaurants; carry out the production of homogeneous products - restaurants, cafes with national cuisine, diet canteens. Highly specialized enterprises produce a narrow range of products - barbecue, dumplings, dumplings, cheburek, etc.

Depending on the a set of individual features characterizing the quality and volume of services provided, the level and quality of service, catering establishments of a certain type are divided into classes. Restaurants and bars are subdivided into them: luxury, supreme and first. Classes in accordance with GOST R 50762-95 “Public catering. Classification of enterprises "must comply with the following criteria:

Lux - 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 range of customized and branded drinks, cocktails for bars;
- the highest - the originality of the interior, the comfort of services at the proper level, a varied assortment of original, exquisite customized and branded dishes and products - for restaurants, a wide selection of customized and branded drinks and cocktails - for bars;
- the first - harmony, comfort and choice of services, a varied assortment of custom-made and branded dishes and complex products and drinks - for restaurants, a set of drinks, easy-to-cook cocktails, including custom and branded ones - for bars.

Depending on the operating time catering establishments can be permanent and seasonal. Seasonal enterprises do not operate all year round, but in the spring and summer period.

A large number of such enterprises are opened in recreation areas. Stationary enterprises work all year round, regardless of the season, but in the spring and summer period they can increase the number of outdoor places.

Depending on the places of operation public catering establishments can be stationary and mobile - restaurant cars, bus tables, auto cafes, etc.

Depending on the served contingent catering establishments are subdivided into public catering establishments serving all comers who have visited them, and catering establishments at industrial enterprises, institutions and educational institutions (workers, school, student, children's, etc.).

Nowadays, a network of public catering establishments is developing faster and faster - from the simplest ones, where you can almost "on the run" have a snack with tea poured into a disposable glass to the most exquisite high-class restaurants, which will satisfy the whim of any gourmet. In this case, the principle "demand gives rise to supply" operates. That is, all of the abovementioned catering establishments are undoubtedly in demand among consumers. After all, visitors to these establishments are also consumers, and they are also subject to the Law of the Russian Federation “On Protection of Consumer Rights”. But if, when buying a product, almost every buyer understands that he is a consumer and at least approximately, but knows that he has certain rights, then when visiting cafes, restaurants and other public catering establishments, visitors know much less about their rights, and seek their protection much less frequently. This is due primarily to the specifics of the industry itself. Indeed, it is much more difficult to prove that you were served a stale salad yesterday than to prove that you were sold a low-quality iron yesterday. In addition, general consumer protection advocacy is usually directed only to goods and not services. Despite certain peculiarities and the associated difficulties, you should still know, use and protect your rights when visiting catering establishments.

However, before you seek from the employees of a public catering enterprise to observe certain of your rights, it is necessary to take into account that, depending on the type of public catering enterprise, the range of services that you will have the right to count on when visiting one or another institution will also differ. For a uniform definition of such rights and obligations, catering establishments are usually classified.

In accordance with clause 3 of the Decree of the Government of the Russian Federation of August 15, 1997 No. 1036 "On approval of the Rules for the provision of public catering services", as amended on May 21, 2001 (hereinafter referred to as the RF Government "On approval of the Rules for the provision of public catering services" ) catering services are provided in restaurants, cafes, bars, canteens, snack bars and other catering places, the types of which, and for restaurants and bars also their classes (luxury, higher, first) are determined by the contractor in accordance with the state standard.

The main document establishing the classification of public catering enterprises is GOST R 50762-95 “Public catering. Classification of enterprises ", approved by the Resolution of the State Standard of the Russian Federation of April 5, 1995 No. 198, which was put into effect on July 1, 1995. Despite the fact that according to Article 46 of the Federal Law of December 27, 2002 No. 184-FZ "On Technical Regulation" from July 1, 2003 until the entry into force of the relevant technical regulations, the requirements established by the current national standards are subject to mandatory execution only in the part that ensures the achievement of the goals of the legislation Russian Federation on technical regulation, this standard is still the most frequently used when it is necessary to classify public catering establishments, including in judicial practice.

The specified standard establishes the classification of catering establishments, general requirements for catering establishments of various types and classes. The provisions of this standard apply to catering enterprises of various organizational and legal forms.

In the above standard, the following terms are used with appropriate definitions:

Public catering enterprise - an enterprise intended for the production of culinary products, flour confectionery and bakery products, their sale and (or) the organization of consumption (GOST R 50647).

Type of public catering enterprise - a type of enterprise with characteristic features of service, the range of culinary products sold and the range of services provided to consumers.

The class of a public catering enterprise is a set of distinctive features of a certain type of enterprise that characterizes the quality of the services provided, the level and conditions of service.

Restaurant - a public catering enterprise with a wide range of complex dishes, including customized and branded; wine and vodka, tobacco and confectionery products, an increased level of service in combination with the organization of recreation.

Snack bar - a public catering enterprise with a limited assortment of dishes of simple preparation from a certain type of raw material and intended for quick service to consumers.

In accordance with the specified standard, the following types of catering establishments are provided: restaurant, bar, cafe, canteen, snack bar.

When determining the type of enterprise, the following factors are taken into account:

The range of products sold, their variety and complexity of manufacturing;

Technical equipment (material base, engineering and technical equipment and equipment, composition of premises, architectural and planning solution, etc.);

Service methods;

Personnel qualifications;

Service quality (comfort, communication ethics, aesthetics, etc.);

The range of services provided to consumers.

According to the level of service and the range of services provided, restaurants and bars are divided into three classes - luxury, superior and 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;

"Superior" - 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 specialties and products and drinks of complex preparation for restaurants, a set of drinks, simple cocktails, including custom-made and branded ones - for bars.

Cafes, canteens and eateries are not subdivided into classes.

Restaurants are distinguished:

By the range of products sold - fish, beer; with national cuisine or cuisine of foreign countries;

By location - a restaurant at a hotel, a train station, in a recreation area, a restaurant car, etc.

Bars distinguish:

By the range of products sold and the method of preparation - dairy, beer, wine, coffee, cocktail bar, grill bar;

According to the specifics of customer service - a video bar, a variety show bar, etc.

The cafe is distinguished:

By the range of products sold - ice cream parlor, pastry cafe, dairy cafe;

According to the contingent of consumers - cafes for young people, for children, etc.

Canteens are distinguished:

According to the range of products sold - general type and dietary;

Serving a contingent of consumers - school, student, etc .;

By location - public, at the place of study, work.

Eateries share:

According to the range of products sold - general type and specialized (sausage, dumplings, pancakes, pies, donuts, kebabs, tea, pizzeria, hamburger, etc.).

Restaurants, cafes and bars combine the production, sale and organization of product consumption with the organization of recreation and entertainment for consumers.

Despite the fact that catering establishments differ in types, classes and other characteristics, there are General requirements, which are presented to such enterprises precisely as to public catering enterprises. And, therefore, a consumer, visiting any public catering enterprise of the above types and classes, has the right to calculate (and, therefore, demand) the fulfillment of the following general requirements in it in accordance with section 5 of GOST. 50762-95 "Public catering. Classification of enterprises ".

At public catering establishments of any type and class, the safety of life and health of consumers and the safety of their property must be ensured, subject to compliance with the "Rules for the production and sale of public catering products", approved by the Decree of the Government of the Russian Federation of 13.04.93 No. 332, sanitary and technological norms and rules, as well as fire and electrical safety requirements.

Catering establishments must comply with the requirements of regulatory documents on the safety of services:

Sanitary and hygienic and technological requirements, collections of recipes for dishes and culinary products;

Requirements for the safety of food raw materials and products;

Environmental safety;

Fire safety;

Electrical safety.

Catering establishments of any type should have convenient access roads and pedestrian access to the entrance, necessary information signs. The territory adjacent to the enterprise must have artificial lighting in the evening.

On the territory adjacent to the enterprise and accessible to consumers, it is not allowed:

Loading and unloading operations;

Storage of containers;

Placement of containers with garbage;

Incineration of garbage, empty containers, waste.

Areas with waste bins should be at least 20 m away from windows and doors of the premises of the enterprise.

The architectural and planning solution and structural elements of the building, the technical equipment used must comply with sanitary standards and rules.

The enterprise should provide emergency exits, stairs, instructions on how to act in an emergency, a warning system and fire protection equipment.

Enterprises of all types and classes must be equipped with engineering systems and equipment that provide the required level of comfort, including: hot and cold water supply, sewerage, heating, ventilation, radio and telephone communications.

The entrance to the enterprise should ensure the simultaneous movement of two counter streams of consumers to the entrance and exit. In enterprises with more than 50 seats in the halls, separate entrances and stairs for consumers and personnel should be provided.

An enterprise must have a sign indicating its type, class, forms of organization of its activities, company name, legal entity (location of the owner), information on the operating mode, on the services provided.

In the enterprises under construction and reconstructed for the service of disabled persons, inclined ramps at the entrance doors for the passage of wheelchairs, elevators, platforms for wheelchair turning in the hall, specially equipped toilets should be provided.

The placement of production facilities and equipment in them should ensure the consistency of the technological process of production and sale of products, as well as compliance with technological, sanitary standards and rules.

In addition to meeting the above requirements, the consumer of a public catering enterprise, depending on its type and class, has the right to rely on the following requirements for public catering enterprises of various types and classes, which, in accordance with GOST 50762-95 “Public catering. Classification of enterprises ", are subdivided in the following directions, given in tables 1-4 (The sign" + "means" provided "; the sign" - "- not provided).

Table 1. Requirements for architectural and planning solutions and design of catering establishments of various types and classes

Table 2. Requirements for furniture, tableware, appliances, linen

* (1) Can be used in selected types of eateries.

* (2) Allowed in certain types of cafes.

* (3) In themed restaurants and restaurants with national cuisine of luxury class, high class and luxury bars, it is allowed to use dishes made of ceramics, wood, etc.

* (4) It is allowed to use disposable utensils made of aluminum foil, cardboard, etc.

* (5) In specialized restaurants and bars of the highest classes, the first, if there are tables with a polyester coating or decorated lids, it is allowed to replace tablecloths with individual cloth napkins.

* (6) It is allowed to replace individual napkins with paper napkins when dispensing packed breakfasts and lunches.

Table 3. Requirements for the design of menus and price lists, the range of culinary products for enterprises of various types and classes

* (1) When serving foreign citizens, the menu and the price list are also printed in at least one foreign language.

* (2) Allowed in certain types of eateries.

* (3) For cafes and snack bars specializing in the preparation of dishes from a certain type of raw material, it is obligatory to sell several names of these dishes.

Table 4. Requirements for methods of customer service, branded clothing, footwear, music service for enterprises of various types and classes

* Bar service is only allowed by bartenders.

** Self-service is allowed in restaurants at hotels, airports, large department stores and cafes.

*** Uniforms without the company logo are allowed in restaurants and bars of the "first" class.

In addition, in addition to the specified classification of public catering enterprises, a Letter of the Department for Regulation and Coordination of Internal Trade of the Ministry of Foreign Economic Relations of the Russian Federation of March 18, 1997 No. 21-54 was issued, which specifies that buffet is a structural unit of the enterprise. However, it is pointed out that the cafeteria is not a type of catering establishment and its services are considered to be retail services.

In addition to the above classification, catering establishments can also be classified on other grounds.

Depending on the nature of their activities, they are divided into the following types:

Enterprises organizing the production of public catering products (factories of semi-finished products and culinary products, specialized workshops);

Enterprises that organize the production and sale of public catering products with local consumption (restaurants, cafes, bars, canteens, fast food outlets);

Enterprises organizing the sale (sale and consumption) of catering products (culinary stores, small retail chains);

Complex enterprises uniting several enterprises of various types with full or partial centralization of production and storage of products. These enterprises provide the consumer with the opportunity to choose several types of services in one place.

Taking into account the specifics of services to the population, enterprises are divided into:

Public - intended to serve any contingent of the population;

Enterprises serving a certain permanent contingent of the population - at manufacturing enterprises, in educational institutions.

However, despite the aforementioned features, in any case, a visitor to any of the aforementioned enterprises, when receiving public catering services, is a consumer and has the right to defend his rights in accordance with consumer protection legislation.

2. Information about services

When visiting one or another catering establishment, no doubt you have the right to count on the provision of certain services to you, while depending on the level of such an enterprise, the level and list of services that will be provided to you are determined accordingly.

In order to determine which services should be provided to you and, accordingly, what information about them should be provided, it is necessary to determine which catering services exist. The main document regulating this issue is GOST R 50764-95 “Catering services. General requirements "(approved by the decree of the Gosstandart of the Russian Federation of April 5, 1995 No. 200), which, like the above-mentioned GOST, in accordance with Article 46 of the Federal Law of December 27, 2002 No. 184-FZ from July 1, 2003 until the accession by virtue of the relevant technical regulations, the requirements established by the current national standards are subject to mandatory execution only in the part that ensures the achievement of the goals of the legislation of the Russian Federation on technical regulation. Nevertheless, the specified document is valid and, therefore, is subject to application subject to the specified conditions.

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. The specified standard applies to public catering enterprises of all forms of ownership, of various types and classes, as well as citizens-entrepreneurs operating in the field of public catering.

First of all, it is necessary to determine that, in accordance with the above-mentioned standard, the catering service is the result of the activities of enterprises and citizens-entrepreneurs to meet the needs of the consumer in food and leisure.

In addition, you must also have information about the following basic terms and definitions used in the field of public catering:

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

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

Service quality: a set of characteristics of a service that determine its ability to meet the stated or anticipated needs of the consumer.

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.

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

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

In accordance with clause 4.1 of the above-mentioned GOST, services provided to consumers in public catering establishments of various types and classes, as well as citizens-entrepreneurs, are divided 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;

Leisure services;

Other services.

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 divided into:

Restaurant catering service;

Bar food service;

Cafe food service;

Canteen catering service;

Diner catering service.

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 of all main groups from various types of raw materials, purchased goods and wine products, provided by qualified production and service personnel in conditions of increased comfort and level of material and technical equipment in combination with organization of leisure.

Bar food service is a service for the manufacture and sale of a wide range of drinks, snacks, confectionery, purchased goods, for creating conditions for their consumption at the bar or in the hall.

Cafe catering service is a service for the manufacture and sale of culinary products and purchased goods in a limited range in comparison with enterprises of other types and mostly simple production, as well as creating conditions for their consumption at the enterprise.

Canteen catering service is a service for the manufacture of culinary products varied by days of the week or special rations for various groups of the served contingent (workers, schoolchildren, tourists, etc.), as well as for creating conditions for the sale and organization of their consumption at the enterprise.

Diner catering service provides a service for the manufacture of a narrow range of culinary products, including from a certain type of raw material, as well as the creation of conditions for its sale and consumption.

Thus, when visiting, for example, a restaurant, you have the right, guided by this standard, to demand truly qualified service personnel, conditions of increased comfort, the level of material and technical equipment, as well as a decent organization of leisure.

Culinary and confectionery manufacturing services include:

Manufacturing of culinary products and confectionery products according to the orders of consumers, including in a complex design and with additional registration at public catering establishments;

Production of dishes from the customer's raw materials at the enterprise;

The service of a cook, pastry chef for the preparation of dishes, culinary and confectionery products at home.

Currently, this type of service is gaining more and more popularity: services for organizing the consumption of products and services which include:

Organization and service of celebrations, family dinners and ritual events;

Catering and service for conferences, seminars, meetings, cultural events in recreation areas, etc .;

Home service waiter (bartender) service;

Delivery of culinary products and confectionery products by orders of consumers, including in banquet performance;

Delivery of culinary products, confectionery and consumer services at work and at home;

Delivery of culinary products and confectionery products by order and customer service along the route of passenger transport (including in a compartment, cabin, aircraft cabin);

Delivery of culinary products and confectionery products by order and hotel room service;

Reservation of seats in the hall of a catering establishment;

Sale of coupons and service subscriptions with packaged rations;

Organization of a rational complex nutrition.

Services for the sale of culinary products include:

Sale of culinary products and confectionery products through stores and culinary departments;

Sale of culinary products outside the enterprise;

Leave meals at home;

Completing sets of culinary products on the road, including for tourists for self-cooking culinary products (distribution and small-scale retail network).

Leisure services include:

Organization of music services;

Organization of concerts, variety shows and video programs;

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

Other services include:

Hire of table linen, dishes, appliances, inventory;

Sale of brand badges, flowers, souvenirs;

Provision of perfumes, shoe cleaning accessories, etc.;

Minor repairs and cleaning of clothes;

Packaging of dishes and products left after serving consumers;

Packaging of culinary products purchased at the enterprise;

Providing consumers with telephone and facsimile communications at the enterprise;

Guaranteed storage of personal items (outerwear), bags and consumer valuables;

Calling a taxi by order of the consumer;

Parking of personal cars of consumers in an organized parking lot at the enterprise.

The list of services provided by a public catering enterprise can be expanded depending on its type, class and the specifics of the consumer contingent served.

Considering such a wide range of catering services, it is sometimes difficult for a consumer to decide on the choice of a particular service. In this regard, the obligation of the manufacturer (performer) to bring to the consumer complete and reliable information about a particular service is enshrined in legislation.

So, in Article 10 of the Law of the Russian Federation "On Protection of Consumer Rights" it is provided that the manufacturer (performer) is obliged to provide the consumer with the necessary and reliable information about the goods (works, services) in a timely manner, which makes them possible the right choice... For certain types of work, services, the list and methods of bringing information to the consumer are established by the Government of the Russian Federation.

Despite any peculiarities regarding the volume and procedure for providing information on public catering services, which are provided for by a separate regulatory act, the Law of the Russian Federation "On Protection of Consumer Rights" provides for general requirements for information about services. This means that before you receive (order) a particular service, you have the right to familiarize yourself with information about it. If for any reason such information is not provided to you, you have the right to demand from the manufacturer (executor) to provide you with the specified information.

Among the mandatory provisions that should contain information about the service (services) of public catering, the following are legally enshrined:

Information on the main consumer properties of the service, in relation to the service related to the provision of food products, information on the composition (including the name of the food products used in the manufacturing process food additives, biologically active additives, information on the presence in food of components obtained using genetically modified organisms), nutritional value, purpose, conditions of use and storage of food products, methods of preparing ready-made meals, weight (volume), date and place of manufacture and packaging (packaging) of food products, as well as information on contraindications for their use in certain diseases;

Price in rubles and conditions for the purchase of goods (works, services);

Address (location), firm name (name) of the manufacturer (executor, authorized organization or authorized individual entrepreneur).

As well as when selling goods in public catering establishments, a so-called "consumer corner" is usually organized, in which the basic necessary information is presented at the stand or in another way available to the consumer. As a rule, in such "corners" you can find information about the brand name of the manufacturer (performer) of the service, its location (legal and actual address), whether it has the appropriate licenses, permits, certificates, etc. documents. In addition, with regard to public catering services, it was established that one of the main documents in this area is the Rules for the provision of public catering services approved by the Decree of the Government of the Russian Federation of August 15, 1997 No. 1036 as amended on May 21, 2001 (hereinafter referred to as the Rules for the provision of services catering) in a visual and accessible form are brought to the attention of consumers by the contractor. That is, such Rules should also be located in a place accessible to the consumer. And, indeed, this document contains a lot of information useful for the consumer regarding his rights in the field of public catering.

Primarily, should be borne in mind that these rules apply to all performers without exception - organizations regardless of their organizational and legal form, as well as individual entrepreneurs who provide public catering services to the consumer under a paid contract.

Perhaps the very first information that a consumer receives is working hours of the performer ... As a rule, such information is already contained on the signboard of the catering establishment itself. At the same time, the legislator obliges the performers in the event of a temporary suspension of the provision of services (for carrying out scheduled sanitary days, repairs and in other cases) to promptly provide the consumer with information on the date and timing of the suspension of their activities.

In addition, the contractor has the right to independently establish rules of conduct for consumers in the places where services are provided that do not contradict the legislation of the Russian Federation (restriction of smoking, prohibition of wearing outerwear, and others).

Executor obliged to comply established in state standards, sanitary, fire safety rules, technical documents, other rules and regulations (hereinafter referred to as - regulatory documents) mandatory requirements for the quality of services, their safety for life, health of people, the environment and property.

The contractor independently determines the list of services provided in the field of public catering, but at the same time he must have an assortment list of public catering products produced by him that meets the mandatory requirements of regulatory documents.

If you were unhappy with any moments when visiting a cafe, restaurant or other catering establishment and do not want to translate this into a claim-court resolution procedure, then you can request a book of reviews and suggestions ... Clause 8 of these Rules for the provision of public catering services stipulates that each performer is obliged not only to have such a book available, but also to provide it to the consumer at his request. In this case, you have the right to familiarize yourself with the content of the specified book at any time, regardless of whether you have ordered any service or not yet. Sometimes, timely reading of such a book of reviews and suggestions allows you to create a certain impression of the specified institution.

Section II of the Rules for the provision of catering services directly lists the information requirements specifically about catering services.

So, the contractor is obliged to bring to the attention of consumers the firm name (name) of his organization, its location (legal address), type, class and mode of operation, placing the specified information on the sign. An individual entrepreneur must provide consumers with information on state registration and the name of the body that registered it.

If the activity of the contractor is subject to licensing in accordance with the legislation of the Russian Federation, then he is obliged to provide information about the number, the duration of the license, as well as the authority that issued it.

The specified information is placed in easy-to-read consumer locations.

The contractor is obliged to bring to the attention of consumers the necessary and reliable information about the services provided in a visual and accessible form, ensuring the possibility of their correct choice. The information must contain:

List of services and conditions for their provision;

Prices and terms of payment for services;

The brand name (name) of the offered public catering products, indicating the methods of cooking and the main ingredients included in them;

Information about the weight (volume) of portions of ready meals of catering products, bottle capacity of the proposed alcoholic beverage and the volume of his portions;

Information about the nutritional value of public catering products (calorie content, the content of proteins, fats, carbohydrates, as well as vitamins, macro- and microelements when they are added in the process of preparing public catering products) when organizing baby and dietary food;

Designations of regulatory documents, the mandatory requirements of which must comply with catering products and the service provided;

Information about the certification of services. Please note that the specified Rules clearly establish a way to familiarize the consumer with such information. When providing services, information about their certification is brought to the attention of consumers by familiarizing themselves with one of the following documents: the original certificate or a copy of the certificate, certified by the holder of the original certificate, a notary or the service certification body that issued the certificate.

Information about products and services is brought to the attention of consumers through menus, price lists or other methods adopted in the provision of such services.

! Please note that you should be given the opportunity to familiarize yourself with the menu, price lists and terms of service, both in the hall and outside the hall.

That is, if you want to familiarize yourself with the menu, the price list before entering the hall, your request must be fulfilled and the specified documents must be provided to you. After reading them, you can make a certain decision.

Information about the contractor and the services rendered by him is brought to the attention of consumers at the place of provision of services in Russian, and additionally, at the discretion of the contractor, in the state languages of the constituent entities of the Russian Federation and the native languages of the peoples of the Russian Federation.

The consumer has the right to receive additional information about the main consumer properties and quality of the offered public catering products, as well as about the conditions for preparing dishes, if this information is not a commercial secret.

Thus, when entering a cafe, restaurant, snack bar or any other catering establishment, pay attention to the information provided to you by the contractor or at least the location of such information, since in the future, in the event of any disputes, you will already have this information and, therefore, have better opportunities to protect your consumer rights.

3. Procedure for the provision of services

It would seem that in the case of providing catering services, unlike purchasing a product, you can no longer change anything - the service has been ordered, therefore, you need to completely "follow the lead of the contractor." However, it is not and it is possible to declare certain requirements to the performer without waiting for the final result of the performance of the service. This is due to the fact that the legislator has established requirements for the procedure for the provision of public catering services. Consequently, failure to comply with these requirements from the moan of the contractor may entail your legitimate claims with all the ensuing consequences. But before making any claims, you must be informed about the legally established procedure for the provision of catering services. First of all, such requirements are established by GOST R 50764-95 “Catering services. General requirements".

In accordance with clause 5.2, catering services that meet the needs and harmonize the interests of consumers and enterprises (entrepreneurs) providing these services must meet the following requirements:

Compliance with the intended purpose;

Accuracy and timeliness of delivery;

Safety and environmental friendliness;

Ergonomics and comfort;

Aesthetics;

Service culture;

Social targeting;

Informativeness.

In the process of serving consumers, the requirement for the complexity of services must be observed, in accordance with the type of enterprise.

When providing services the requirement of ergonomics must be taken into account , which characterizes the compliance of service conditions with hygienic, anthropometric, physiological possibilities of consumption. Compliance with the requirements of ergonomics ensures the comfort of service and contributes to the preservation of the health and efficiency of the consumer.

The service provided must meet the requirements of aesthetics. Aesthetics is characterized by the harmony of the architectural and planning and color 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.

Catering services should be informative. The requirement of information content implies complete, reliable and timely informing of the consumer about the service provided.

Timely and reliable information about food and energy value culinary products allows the consumer to correctly, taking into account age characteristics and health status, choose necessary dish and culinary product.

The requirement of information content involves the use various types advertising.

Services for the organization and maintenance of celebrations, family dinners and ritual events at enterprises of all types should be provided by highly qualified production and service personnel in conditions of increased comfort and material and technical equipment.

Special attention this document focuses on service security requirements. In particular, it is stipulated that catering services and the conditions for their provision should be safe for the life and health of consumers, ensure the safety of their property and protect the environment. Production and service personnel must have appropriate special training and ensure compliance with sanitary requirements and personal hygiene rules in the production, storage, sale and organization of consumption of culinary products.

A more detailed procedure for the provision of public catering services is provided for in Section III of the Rules for the provision of public catering services.

The contractor is obliged to provide a service to any consumer who has contacted him with the intention of ordering a service, on the terms agreed by the parties. The conditions for the provision of the service, including its price, are set the same for all consumers, except for cases when federal law and other legal acts of the Russian Federation allow the provision of benefits for certain categories of consumers.

A preliminary order for the provision of a service can be issued by drawing up a document (order, receipt and other types) containing the necessary information (name of the contractor, last name, first name and patronymic of the consumer, type of service, its price and payment terms, date of acceptance and execution of the order, conditions performance of the service, the responsibility of the parties, the position of the person responsible for receiving and placing the order, the signature of the person who accepted the order, and other information), as well as by placing the order via telephone, electronic or other communication. One copy of the document confirming the conclusion of the contract for the provision of services is issued to the consumer.

The contractor is obliged to provide the consumer with services within the time frame agreed with the consumer.

The contractor is obliged to provide services, the quality of which meets the mandatory requirements of regulatory documents and the terms of the order.

The contractor has the right to offer the consumer an advance payment for services, payment after the selection of dishes or after a meal, or other forms of payment, as well as cash or non-cash settlement procedure for the services provided, depending on the method of service, type, specialization of the contractor and other conditions.

The consumer is obliged to pay for the services rendered on time and in the manner agreed with the contractor.

When making payments for the services provided, the Contractor issues a document to the consumer confirming their payment (cashier's check, invoice or other types).

The contractor is obliged to provide the consumer with the opportunity to check the volume (weight) of the food service products offered to him.

The Contractor is obliged to control the quality and safety of the services provided, including catering products, in accordance with the requirements of regulatory documents.

The provision of services directly related to the process of production of public catering products and customer service is allowed for employees who have undergone special training, certification and medical examinations in accordance with the mandatory requirements of regulatory documents.

Along with the provision of catering services, the contractor has the right to offer the consumer other paid services.

! Please note that the performer is not entitled to perform additional services for a fee without the consent of the consumer. The consumer has the right to refuse to pay for such services, and if they are paid for, the consumer has the right to demand that the contractor return the amount paid.

Thus, in the event that, without your consent, you have been "imposed" on any additional service for your money, you can refuse to receive it and demand the return of the amount paid for it.

In addition, in addition to the above general conditions the procedure for the provision of public catering services, depending on the type (type) of public catering establishments, certain features may be provided for their provision. So, the Decree of the Government of the Russian Federation of April 25, 1997 No. 490 "On approval of the Rules for the provision of hotel services in the Russian Federation" (as amended on October 2, 1999, September 15, 2000, February 1, 2005) established that in catering organizations accommodated in the hotel, persons living in the hotel are served out of turn.

Please note that the restaurant car also belongs to a variety of catering establishments and, due to the specifics of its location, certain features of the provision of catering services are established in it, which may be of interest to persons who use such services.

The instruction on the organization of the work of restaurant cars (cafe cars) of passenger trains of Russian railways, approved by the Ministry of Railways of the Russian Federation dated October 22, 2001 No. TsL-861, established the basic requirements for the peculiarities of the procedure for the provision of catering services in restaurant cars and cafe cars ...

So, it was established that for organizations serving food for passengers of passenger trains, the following operating mode is established - a dining car (cafe car) must be open to passengers:

When traveling as part of a passenger train throughout the day, local time with two breaks of 30 minutes each - for cleaning the premises and receiving food along the route;

When a passenger train departs from a turnaround point after 12 noon local time, the work of the dining car (cafe car) is extended on that day.

In a passenger train en route for less than one day, the operating mode of the dining car (cafe car) is established by the director of the dining car (head of the cafe car) in agreement with the head (foreman mechanic) of the passenger train, taking into account the passenger demand for catering services

Acceptance of orders from passengers for service in the dining car (cafe car) stops 30 minutes before its closing.

Passengers are notified of the operating mode of the dining car (cafe car) and the break time by the head (foreman mechanic) of the passenger train via the train radio.

The following requirements are imposed on passenger service in restaurant cars (cafe cars):

Serving passengers with meals in the restaurant car is provided by waiters. In the process of preparing the dining car hall for service, tables are pre-set. When paying for goods and products, passengers are given a cash register receipt.

Prices for meals, drinks and products sold in the dining car are indicated in the menu and price list. Price tags are issued for purchased goods and products sold in the buffet of the dining car.

The cafe car operates on a self-service basis. On the tables in the hall of the cafe car, there should be cutlery with spices and napkins. When paying for goods and products in a cafe carriage, passengers are given a cash receipt. Prices for food and drinks sold in the cafe car are indicated in the menu. Price tags are issued for purchased goods and products.

The assortment of dishes, drinks and products specified in the menu of the dining car (cafe car) should be provided during the entire operating time of the dining car (cafe car). For sale to passengers in carriages of passenger trains, food sets can be completed, taking into account the observance of hygienic requirements to the conditions of their storage and terms of sale.

The waiters of the dining cars deliver dishes, culinary products and purchased goods on orders of passengers to cars with double compartments (SV) and compartment cars from the available assortment of products and goods.

At the request of passengers in restaurant cars (cafe cars), finished culinary products and purchased goods, including wine and vodka products, can be taken out in appropriate packaging.

Pay attention to the duties of employees of dining cars and cafe cars. Employees of dining cars (cafe cars) are obliged to:

Ensure compliance with sanitary norms and rules, safety rules and fire safety requirements when serving passengers on trains;

Based on the requirements of passengers, replace products of inadequate quality purchased by passengers in restaurant cars (cafe cars) with the same or similar products of proper quality with a corresponding recalculation of the purchase price, or reduce the purchase price proportionately;

Observe generally accepted rules of service culture, be polite.

Delivery of ordered meals and other products from restaurant cars to carriages with double compartments (SV) and compartment carriages by order of passengers is carried out in the following order:

In carriages with two-seater compartments (SV) and compartment carriages, passengers are provided with a menu of the dining car with an indication of the assortment, prices, norms for the output of dishes and products, the amount of payment for delivery upon order. The proposed paid service for the delivery of products from the dining carriage to passengers is announced by the head (mechanic-foreman) of the passenger train via the train radio.

The order for the delivery of dishes according to the menu of the dining car is accepted through the conductors of the passenger cars or through the waiters of the dining cars. The order is placed on forms indicating the date and time of delivery, assortment, prices and number of dishes, order value. A separate line indicates the additional delivery charge for the order. The order is issued in triplicate (the first is for the production manager, the second remains with the waiter, the third is issued to the passenger).

Delivery of ordered dishes and other products is carried out in delivery waiter carts or on waiter trays.

For the delivery of dishes, tableware is used, intended for serving passengers in restaurant cars, as well as disposable tableware made of materials permitted on the territory of the Russian Federation.

On passenger trains with luxury carriages, passengers are provided with paid service, including a set of meals or a hot meal ration, the cost of which is included in the price of travel documents.

The following requirements are imposed on the provision of food sets to passengers in luxury carriages:

For completing food sets, products are used in individual packaging and small industrial packaging with the obligatory indication of the deadline for sale, production date, storage conditions;

A food set should be completed in individual containers, a label is attached to it with a list of products included in the set and an indication of the timing of implementation.

Food sets packed in individual containers in special bags are delivered to restaurant cars in the amount necessary to provide passengers in luxury cars (according to the number of seats, taking into account the reserve, which ensures the possibility of issuing food sets to each passenger as they board along the route of a passenger train independently on the duration of the trip).

From the dining carriages, food sets are delivered to the passenger carriages of enhanced comfort for distribution to passengers in a packaged form.

Thus, no matter where you are in the city or on the road, your consumer rights must be respected in a legal manner.

If a poor quality service is provided

1. Consumer rights in the provision of low-quality services and filing a claim

Unfortunately, the increasing number of public catering enterprises does not always have a positive effect on the quality of their services. In this regard, it is not uncommon for a consumer, counting on delicious food and a pleasant pastime in a cafe, to end up with practically inedible food and very dubious entertainment events. Of course, this is an extreme case, but, for sure, everyone who visits cafes, bars, eateries and other catering establishments remained dissatisfied with the quality of their services at least once. Perhaps the most popular way to deal with such poor-quality service is to refuse to visit the given establishment again. But there are more effective ways to protect your rights and, in addition, the ability to return the money paid, as well as compensate for the suffering suffered. It may not be worthwhile to abandon the restoration of your rights so quickly, especially in cases where they are so obviously violated.

The Law of the Russian Federation "On Protection of Consumer Rights" directly provides for the procedure for protecting consumers' rights in the event of the provision of services of inadequate quality. Moreover, such quality in relation to catering services can be expressed in the form of any deviations from the above requirements for catering services.

So, for example, a service of inadequate quality can be recognized as completely different violations of the performer (manufacturer) - inconsistency of the complex of services of a catering establishment with its type (for example, the restaurant does not have music, an entertainment program), poor-quality service of visitors by the staff of the institution (inattention, rudeness, unprofessionalism, etc. etc.), poor-quality food preparation, inconsistency of the prepared dish with the ordered one, and many others.

It is precisely in the variety of situations that may arise when receiving public catering services that the complexity of their challenging and proving their rights lies, since it is impossible to foresee all situations.

If you remain dissatisfied with the quality of the service provided to you, then in accordance with 29 of the Law of the Russian Federation "On Protection of Consumer Rights", you have the right, at your choice, to demand:

Gratuitous elimination of shortcomings of the work performed (service rendered);

A corresponding reduction in the price of the work performed (services rendered);

Making another thing free of charge from a homogeneous material of the same quality or re-performing work. In this case, the consumer is obliged to return the thing previously transferred to him by the performer;

Reimbursement of the costs incurred by him to eliminate the shortcomings of the work performed (service rendered) on his own or by third parties.

Since the procedure for the provision of catering services is additionally regulated by special normative acts, it is also necessary to take into account the norms contained therein. So, in accordance with clause 26 of the Rules for the provision of public catering services, the rights of the consumer when deficiencies in the provided service are detected are concretized. The consumer, in accordance with the specified normative act, has the right, at his choice, to demand:

1. Gratuitous elimination of deficiencies in the service provided, including catering products.

Deficiencies in the work (service) must be eliminated by the contractor within a reasonable time, appointed by the consumer.

As a rule, it makes sense to state such a requirement when, in principle, the service suits you, but there are small flaws that can be avoided special costs on time to fix. For example, when choosing a table in a cafe, you find that the tablecloth is dirty. In this case, you have the right to declare your demand - to correct the indicated defect by replacing the tablecloth. Or, for example, when serving a dish, you discovered that according to the menu it includes an additional vegetable side dish that is not provided to you.

2. A corresponding reduction in the price of the service rendered, including catering products.

This requirement is relevant if the service is provided to you, but not of the quality that it should be, although for some reason (for example, there is no time to wait), you are ready to accept it in this form. However, on the part of the manufacturer (executor) you should be compensated for such inconveniences. " In this case, you have the right to declare a claim for a commensurate reduction in the cost of the service provided.

3. Gratuitous re-manufacturing of good quality catering products.

There are situations when a service provided by a catering company is completely unusable. In this case, it is most appropriate to demand the re-manufacturing of public catering products.

Satisfaction of the consumer's requirements for the gratuitous elimination of defects, for the manufacture of another thing or for the repeated performance of work (provision of a service) does not relieve the performer from liability in the form of a forfeit for violating the deadline for completing the performance of work (provision of a service).

But at the same time, in any case, do not forget that you have the right to declare any of the above requirements in any case of providing you with services of inadequate quality. The above are only approximate situations and in each of them any requirement could be stated. The right to choose always remains with the consumer and depends on his own intention and specific circumstances.

In addition, in accordance with the Law of the Russian Federation "On Protection of Consumer Rights" and the Rules for the provision of public catering services, the Consumer has the right to terminate the service agreement and demand full compensation for losses in the following cases

If the shortcomings of the provided service have not been eliminated by the contractor within the period specified in the contract.

If they discovered significant deficiencies in the service provided or other significant deviations from the terms of the contract.

At the same time, in accordance with the Law of the Russian Federation "On Protection of Consumer Rights" significant disadvantage of the service - it is an unrecoverable deficiency or deficiency that cannot be eliminated without disproportionate cost or time, or is identified repeatedly, or reappears after its elimination, or other similar deficiencies.

The consumer has the right to demand also full compensation for losses caused to him in connection with the shortcomings of the service provided.

! Please note that the Consumer has the right to refuse the service ordered by him at any time, subject to the payment of the actual costs incurred to the contractor.

So, for example, there may be a situation when you went to a cafe for lunch, they brought you juice, but the main course has just been ordered. And if, for example, you were urgently called and there is no way to wait for your order, then you have the right to pay for the juice and leave. But at the same time, if the contractor proves that the dish you ordered is already being prepared and certain ingredients have already been spent on it and it is impossible to stop cooking without causing damage, then you still have to pay for your order, but only in the amount of actually incurred losses. That is, first of all, it is the contractor who must prove that he bears losses in connection with your refusal to order, as well as justify their cost. In any case, the amount of losses, as a rule, cannot be equal to the amount of the order, since you abandoned it earlier and, therefore, costs for maintenance, serving, etc. are excluded.

! Please note that the Law of the Russian Federation "On Protection of Consumer Rights" establishes a certain deadline for filing requirements related to the identification of inadequate quality of services. Taking into account the specifics of the public catering sector, such requirements may be imposed upon the rendered service or in the course of the provision of the service.

In this regard, be careful not to miss the deadline for submitting claims. In fact, it is limited by the term of providing you with the service and its acceptance. Therefore, in this case, it is necessary to react immediately, without wasting time.

On the part of the contractor, the terms of the performance of the service may in some cases be violated. For example, you have booked a table at a certain time, but when you arrive, nothing is ready yet. In these cases, in accordance with clause 25 of the Rules for the provision of public catering services, the consumer has the right, at his choice:

Assign a new term to the contractor;

Demand a reduction in the price for the service provided;

Terminate the service agreement.

The consumer also has the right to demand full compensation for losses caused to him in connection with the violation of the terms of the service. Losses are reimbursed within the time frame established by the legislation of the Russian Federation to meet the relevant consumer requirements.

The consumer's claims are not subject to satisfaction if the contractor proves that the violation of the terms for the provision of the service was due to force majeure or through the fault of the consumer.

2. Protection of rights in court

A feature of the protection of rights in the provision of public catering services of inadequate quality is the extremely short time allotted for the presentation of claims. Therefore, if you miss this deadline, then all your further actions will be simply meaningless, even if you are really right.

So, if you are provided with a service of inadequate quality, react immediately - state one of the requirements listed in the previous section. Given the specifics of public catering, such a requirement is initially better stated orally. After that, everything depends on the further actions of the performer. If he took note of your claim and began to take measures to immediately satisfy it, then you can stop there. But if the contractor ignored your claim, agrees with it or promises to satisfy your requirements after some time, then in this case the only correct behavior on your part will be to draw up a written claim. Considering that the service is not a product and it will not work to present it in court, be very careful about drawing up such a claim. It must indicate all the circumstances down to the smallest details, indicate the persons who can confirm the stated in the claim. The prospect of satisfying all your requirements will depend on how competently you draw up a claim in the future.

The claim must be made in two copies. One of which is awarded to a representative of a catering enterprise, and on the second, a note is made about its receipt with an indication of the full name. the position of the person who received it and the date of receipt (and, if necessary, the time of receipt). If for any reason you refuse to accept a written claim, you can make a note about this in the claim itself and send it by registered mail on the same day with notification to the address of the indicated catering organization.

Depending on your claim in your claim (and taking into account the specifics of public catering, this can only be a requirement to reduce the cost of the service or to return money), the Contractor, in accordance with Article 31 of the Law of the Russian Federation "On Protection of Consumer Rights", has ten days to consideration of your claim.

If, after the specified time, you are not provided with an answer to the stated claim or the claim is denied to you, although you are absolutely sure that the Contractor is acting unlawfully, then you have the right to apply to the court for the protection of your interests.

As a rule, the cost of services provided in the field of public catering in the overwhelming majority of cases is less than 50,000 (fifty thousand) rubles, so you need a magistrate's court at your place of residence or at the location of the catering establishment. The right to choose the appropriate court is given to the Consumer. Since we are talking about the protection of consumer rights, the state duty on this category of cases is not paid.

The procedure for drawing up a statement of claim is similar to that provided for filing a claim in connection with the inadequate quality of the goods.

The statement of claim must also indicate:

1) the name of the court to which the application is submitted;

2) the name of the plaintiff, his place of residence;

3) the name of the respondent, his place of residence or, if the respondent is an organization, its location;

4) what is the violation or threat of violation of the rights, freedoms or legitimate interests of the plaintiff and his claims;

5) the circumstances on which the plaintiff bases his claims, and the evidence confirming these circumstances.

A peculiarity in this case will be that in most cases the only evidence of a violation of your rights will be testimony. Moreover, as witnesses all persons can be involved , which can give any explanations on this issue, necessary for a comprehensive and complete consideration of the case. It can be your acquaintances who were with you in a cafe, restaurant, and waiters, and visitors who were in the hall at that time. If you cannot independently involve certain persons as witnesses, but you think they have the information necessary for an objective consideration of the case, you have the right to file a petition for the court to summon them as witnesses.

Please note that if witnesses are called on your initiative, you will be the first to interview them. Considering that testimony is practically the only evidence in this case, you need to prepare very well for the hearing with their participation. Of course, it will be much easier for the witnesses who will come with you (your acquaintances, friends) to ask questions, since you will most likely be able to discuss your position before the court hearing. But at the same time, the court may regard such evidence as the testimony of interested persons, which will significantly reduce their evidentiary value. Therefore, attach the greatest importance to persons who are uninterested - third-party visitors to the institution (if you could get their coordinates in order to subsequently invite them to the court session, etc.). Sometimes correctly asked questions even to persons who seem to be on the side of the defendant (his employees) can confirm the facts you need. Therefore, first of all, think over the circle of persons who can and should be invited as witnesses, and then carefully prepare the questions that you plan to ask them in the court session.

6) the price of the claim, if it is subject to assessment, as well as the calculation of the recovered or disputed sums of money.

Do not forget to attach a separate document - the calculation of the amount of the claim, in which all your claims must be detailed and clearly calculated.

7) information on compliance with the pre-trial procedure for contacting the defendant.

8) a list of documents attached to the application.

Filing a claim is the same as in the case of filing a claim for inadequate quality of goods. The entire procedure for the trial is also similar to the procedure for the trial already described in the previous section.

Another feature of the lawsuit for the provision of services of inadequate quality is, as a rule, the absence of the need to appoint a forensic examination. Therefore, the process in such cases, as a rule, proceeds much faster than in cases of claims about the inadequate quality of goods, since there is no need to wait for an expert's opinion.

If a decision is made not in your favor, you also have the right to appeal it to higher instances - appeal (cassation) and supervisory. The procedure for drawing up and filing complaints, as well as participating in court hearings of these instances is similar to court proceedings for goods of inadequate quality, taking into account the above-mentioned features.

Use the rights granted to you by law and do not be afraid to spend time and effort to protect them, believe me it's worth it .

1. Definitions.

2. Classification of public catering establishments.

3. General requirements for catering establishments.

Definitions

In the public catering system, the following terms and definitions are used in accordance with GOST R 50647-94, GOST 30389-95:

1. Public catering enterprise - an enterprise intended for the production of culinary products, flour confectionery and bakery products, their sale and (or) the organization of consumption.

2. The public catering service is the result of the activities of enterprises and citizens-entrepreneurs to meet the needs of the population in food and leisure.

3. The network development standard is an indicator expressed by the ratio of the established number of places in the network of public catering establishments to the estimated number of consumers.

4. Service process - a set of operations performed by the contractor in direct contact with the consumer of services when selling culinary products and organizing leisure activities.

5. Type of catering enterprise - a type of enterprise with characteristic features of service, the range of culinary products sold and the range of services provided to consumers.

6. The class of a public catering enterprise is a set of distinctive features of a certain type of enterprise that characterizes the quality of the services provided, the level and conditions of service.

Classification of public catering establishments

When determining the type of enterprise, the following factors are taken into account:

The range of products sold, their variety and complexity of preparation;

Technical equipment;

Service methods;

Personnel qualifications;

Quality of service;

The range of services provided.

Currently, the following types of catering establishments are distinguished: a restaurant, a bar, a cafe, a canteen, a snack bar, and a different type of enterprise.

A restaurant- a public catering enterprise with a wide range of complex dishes, including customized and branded, wine and vodka, tobacco and confectionery products, an increased level of service in combination with the organization of recreation.

Bar- a catering enterprise with a bar counter selling mixed, strong alcoholic, low-alcohol and non-alcoholic drinks, snacks, desserts, flour confectionery and bakery products, purchased goods.

Cafe- an enterprise for organizing food and recreation for consumers with the provision of a limited range of products in comparison with a restaurant. It sells branded, customized dishes, products and drinks.

Canteen- a public catering enterprise or a public catering enterprise serving a certain contingent of consumers, which produces and sells dishes in accordance with a menu that is varied on days of the week.

Diner- a public catering enterprise with a limited range of dishes of simple preparation from a certain type of raw material and intended for quick service to consumers.

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

Luxury class - 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;

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

Class “first” - harmony, comfort and choice of services, a varied assortment of specialties, products and beverages of complex preparation for restaurants, a selection of drinks, simple cocktails for bars.

Cafes, canteens and eateries are not subdivided into classes.

Restaurants are distinguished according to the following criteria:

The range of products sold - fish, beer, with national cuisine or cuisine of foreign countries;

Location - city restaurant, at the hotel, train station, etc .;

Bars distinguish:

By the range of products sold and the method of preparation - beer, dairy, grill bar, salad bar, snack bar, express bar, etc.;

According to the concept - a video bar, a sports bar, an Irish pub, etc.

By the specifics of customer service (concept) - video bar, sports bar, Irish pub, etc.

Canteens distinguish:

According to the range of products sold - general, dietary, therapeutic and prophylactic nutrition;

For the serviced contingent of consumers - open type or serving a certain contingent of consumers: school, student, etc .;

By location - public, at the place of study, etc.

Snack bars, or as they are now called fast food enterprises, are classified according to the range of products sold (specialized and general type). The first type includes: pizzeria, pancake, dumplings, donut, cutlet, dumplings, etc.

The classification of public catering enterprises can be based on the following features: functional value, technological stage of raw materials processing, method of production of culinary products, assortment, nature of service and services provided, frequency of consumer demand, type of food, location of the enterprise, serviced contingent of visitors, seasonality of work , the degree of mobility.

1. Depending on the functional purpose in the public catering system, the network is divided into the following groups of enterprises:

Combining functions of production, sale and organization of consumption of culinary products and purchased goods (canteens, restaurants, cafes, bars, snack bars);

Carrying out the production of semi-finished products, culinary and confectionery products (procurement enterprises);

Combining functions of production and sale of culinary products (enterprise for the delivery of meals at home);

Realizing the sale of semi-finished products, culinary and confectionery products (culinary stores and departments of semi-finished products).

2. According to the technological stage processing of raw materials (depending on the production functions performed), the network of public catering enterprises is divided into procurement and pre-procurement enterprises. The function of production and trading activities of procurement enterprises is aimed at the centralized production of semi-finished products of various degrees of readiness, culinary and confectionery products and supplying them to public catering enterprises of a closed and open network.

Procurement factories include factories - procurement, kitchen factories, specialized workshops for the production of semi-finished products, specialized workshops for the production of culinary products, culinary factories and factories of frozen dishes.

Procurement factories- enterprises intended for the manufacture of a wide range of semi-finished products and complex supply of them to pre-food, retail and cooking shops.

Kitchen factories- large mechanized enterprises that produce mainly lunch products, culinary and confectionery products with specialized transport delivery to preproduction enterprises. It is most expedient to organize such enterprises for the supply of products to school canteens and other non-commercial enterprises.

Culinary Factory and Frozen Food Factory- enterprises that manufacture ready-made meals with prepackaging and packaging by industrial methods.

This type of public catering enterprises is most appropriate when organizing catering in transport, for supplying retail.

Specialized shops for the production of semi-finished products- workshops specializing in the production of various assortment of semi-finished products. Most often they are located in the food industry.

Specialized culinary workshops- workshops, which are usually organized as part of large catering enterprises. Their purpose is the manufacture of culinary products from meat, fish, etc. for sale in culinary stores and through other sales channels.

Onboard catering workshop... The workshop is organized at airports for cooking, picking, short-term storage and delivery of food on airplanes.

School culinary factory- a procurement enterprise for the production of culinary products and the supply of school canteens and canteens.

Public catering complex- an industrial and economic complex of procurement and pre-procurement public catering enterprises with a single technological process for preparing products, a cookery store and various auxiliary services (at factories).

Preparation enterprises of public catering produce culinary products from semi-finished products of various degrees of readiness, obtained from procurement enterprises or food industry enterprises. They can also perform mechanical processing of raw materials for their further use in order to obtain culinary products.

The following types of catering establishments are referred to pre-cooking enterprises: restaurants, bars, cafes, canteens, snack bars.

3. Depending on the method production culinary products, public catering enterprises can operate on raw materials, semi-finished products, raw materials and semi-finished products.

4. Range products sold in public catering enterprises can be wide (in canteens, restaurants) and limited (in snack bars, cafes, specialized enterprises).

5. By the nature of the service and the services provided, enterprises can provide meals with the organization of leisure (restaurants, bars, cafes), or relatively quick service (canteens, snack bars, buffets).

6. By frequency of consumer demand enterprises can satisfy daily needs for food (canteens, snack bars, buffets), periodic demand for specialized products or products of higher quality (restaurants, specialized cafes), rare demand for national culinary products (restaurants and cafes with national cuisine).

7. In accordance with the location and the served contingent of visitors, the network of public catering establishments is divided into the following groups:

Serving a certain contingent of the population and located at industrial enterprises, institutions, universities, schools;

Serving all contingents of food and located on the streets and squares of the city (public).

8. Depending on the seasonality of work enterprises can operate all year round (permanent operation) or periodically (seasonal).

9. By the degree of mobility enterprises public catering can be stationary and mobile (autobuffets, tonnars, etc.).

Catering establishments of various types and classes can be conditionally classified as commercial and non-commercial.

Commercial enterprises are enterprises of various forms of ownership (LLC, OJSC, private enterprise, etc.), which operate in the conditions of the "buyer's market" and are designed, depending on the type and class, for the difference in the consumer segment. All economic, trade, production activities are in the commerce of the enterprises themselves. As a rule, these are enterprises of an open network. The main task of such enterprises is to provide services that are necessary for a certain segment of consumers, and receive a profit as a result.

Such enterprises include restaurants, bars, canteens, cafes, enterprises fast-food different specializations. Commercial catering establishments can work both for the consumer in the high price range and in the middle price range. In accordance with the selected segment of consumers, the concept of the enterprise is developed (from democratic to conceptual).

Non-profit enterprises are enterprises on the balance sheet of any structure, serving a certain permanent contingent. Unlike commercial enterprises, their main task is to provide social guarantees to certain segments of the population.

These are, first of all, the subdivisions of industrial enterprises that provide food for workers and employees during the working day; schools, secondary educational institutions and universities; sports and entertainment complexes; transport, army and penitentiary institutions.

The obligation to provide catering services in addition to basic services is laid down in all developed countries in the service standards (or operating rules) of these industries. At the same time, enterprises that are obliged to provide catering services for these "industries" (their contingents) usually do not pursue the goal of making a profit from the work of public catering services, but strive to provide normal food with a break-even operation. Among them there are also enterprises of a purely social orientation, financed to a significant extent from the budget.

Recently, there has been some trend towards the merger of commercial and non-commercial structures. This is due to the following: if you carefully consider the specifics of the work of non-commercial catering services, you can see a lot of things that make this work very attractive for investment.

Firstly, The “clientele” of non-commercial catering services is to a certain extent constant, “tied” to the point of food (work, study, treatment, etc.). In other words, the workload of the enterprise is practically constant, easily calculated and amenable to planning.

Secondly, the non-profit catering service operates in accordance with the requirements and level of services that are agreed not with the individual client, but with the company in which this service operates. This allows you to set a standard for the service, conclude a long-term contract, including with the inclusion of the cost of food in the general tariff for the service (say, for transport), which practically predetermines the volume of production and sales, as well as the financial result. All of this is easy to plan.

Thirdly, in non-commercial catering services - a strictly defined menu and a precisely known number of shifts. This allows you to build rational work schedules that will reduce the number of employees.

Fourth, the production of a nonprofit service is easier to manage: the number of visitors, as well as the portion sizes, are quite predictable. Consequently, it is easier to plan the production process (from purchasing raw materials to dispensing and organizing the consumption of culinary products).

Fifth, the working day in non-commercial catering services is strictly rationed; overtime work requiring higher pay is rare. Saturday and Sunday are usually days off.

At sixth, the level of qualifications of the majority of workers (of course, taking into account the type of enterprise) may not be so high, which makes it possible to reduce a part of production costs (which goes to pay for labor).

Seventh(most important), some types of non-commercial food (according to at least, today before the adoption of the second part of the Tax Code of the Russian Federation) are exempt from taxes. In particular, in school and student canteens, products of their own production are exempt from VAT, as well as in hospitals, preschool institutions, in organizations of the social and cultural sphere, financed from the budget (Instruction of the State Tax Service of the Russian Federation of 11.10.95 No. and payment of VAT ”). Moreover, a number of regional bodies exempt social enterprises from income tax. For example, in Moscow, profits received from the provision of catering services for schoolchildren, vocational schools, universities, technical schools are exempt from taxation (Law of Moscow dated July 18, 1997 No. 19 “On rates and benefits for income tax”).

Let's see now how to take advantage of non-profit catering services in developed countries to create efficient structures that combine the provision of adequate and affordable food with a healthy return on capital.

One of the effective directions is the creation of business associations (legal entities) according to the sectoral principle: otherwise they are called "chains" of enterprises. The goal is to coordinate efforts to improve competitiveness through the consolidation of management functions.

As a rule, the "chain" is created on the basis of a management company that already has a popular trade mark. The company professionally manages the entire "chain", developing marketing strategy, service standards, organization of the supply system, ensuring constant supervision to ensure that the associated members of the "chain" comply with the service standards. By attracting highly qualified specialists, the management company creates effective technologies that improve the quality of services while reducing their cost. The result is an increase in profits.

In developed countries, most catering establishments are part of one of the national or international “chains”. How does all this affect nonprofit food service businesses?

Entering the “chain” allows you to centralize the supply system, which is extremely important for enterprises that are highly dependent on a complex and ramified system of suppliers. In the "chain" they widely use the possibility of centralized production and pre-sale preparation of products at large factories, where they use modern high-performance technologies; this naturally reduces maintenance costs. In addition, the "chain" can contain a qualified service of technologists and nutritionists who develop the optimal menu, provide a rational system of service and release by the industry the products necessary for production.

In any "chain", there is a distinction between full-fledged members (on the basis of ownership or lease) and associates (they remain independent and self-governing, and take part in business on the basis of a franchise agreement or are externally managed on the basis of a contract).

Representatives of this type are canteens at industrial enterprises, schools, vocational schools, etc.

Catering establishments of various types and classes can provide the following types of services (according to the All-Russian Classifier of Services to the Population OKUN 002-93 and GOST R 50764-95).

Table 1 - List of catering services

Continuation of table 1

Code	Name
	Manufacturing of culinary products and confectionery products according to the orders of consumers, including in a complex design and with additional registration at public catering establishments
	Production of dishes from the customer's raw materials at the enterprise
	Services of a cook for the preparation of dishes and culinary products at home
	Homemade confectionery services
	CONSUMPTION AND MAINTENANCE SERVICES
	Waiter service at home
	Dishwashing service at home
	Organization of services for celebrations, family dinners and ritual events
	Organization of catering and services for participants in conferences, seminars, meetings, cultural events, in recreation areas, etc.
	Delivery of culinary products and confectionery products by orders of consumers, including in banquet performance
	Delivery of culinary products, confectionery and customer service in the workplace
	Delivery of culinary products, confectionery products by order and customer service at home
	Delivery of culinary products and confectionery products by order and customer service along the route of passenger transport (in a compartment, cabin, aircraft cabin)
	Delivery of culinary products by order and hotel room service

Continuation of table 1

Code	Name
	Reservation of seats in the hall of a catering establishment
	Sale of coupons and service subscriptions with packaged rations
	Delivery of culinary products and confectionery products, drinks left over after serving the celebrations to the consumer's home
	Organization of rational, comprehensive nutrition
	CULINARY PRODUCTS SALES SERVICES
	Completing sets of culinary products on the road, including for tourists, for self-preparation of culinary products
	Leave home meals
	Sales of culinary products and confectionery products through the store and culinary sales departments
	Sales of culinary products outside the enterprise
	LEISURE ORGANIZATION SERVICES
	Music services
	Organization of concerts, variety shows and video programs
	Provision of newspapers, magazines, board games, slot machines, billiards
	INFORMATION AND ADVISORY SERVICES
	Consultation of specialists in the manufacture, design of culinary products and confectionery products, table setting
	Consultation with a dietitian on the use of culinary products for various types of diseases in dietary canteens
	Organization of training in culinary skills
	OTHER CATERING SERVICES
	Rental of table linen, dishes, cutlery, inventory

Continuation of table 1

The list of services provided by a public catering enterprise can be expanded depending on its type, class and the specifics of the consumer contingent served.

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