Model essay on hotel catering management and operation scheme
After this scheme is introduced, all departments should not only follow the working rules of each post, but also pay special attention to the close cooperation among all departments. Below, I'd like to share with you the model essay of hotel catering management business plan, hoping to help you!
The modern management of star-rated hotels is a scientific systematic project, which not only needs new ideas and scientific management mode, but also focuses on internal division of labor and cooperation, also known as group spirit. Therefore, all departments should not only follow the working rules of each post, but also pay special attention to the close cooperation between departments in the implementation process after the introduction of this plan.
1. planned economy indicators
(1) overall hotel indicators: turnover () million yuan, net profit () million yuan.
(2) Task allocation of each department
1. Catering
Two meals: (1) Turnover of 11,111 yuan; (2) Gross profit margin%;
three meals: (1) the turnover is ten thousand yuan; (2) Gross profit margin%;
eighteen meals: (1) the turnover is ten thousand yuan; (2) Gross profit margin%.
2. Rooms
(1) Turnover of 11,111 yuan
(2) Gross profit margin%
2. About room service
The hotel's economic income mainly comes from three parts: one is room income; The second is diet income; The third is the income from supporting services; Among them, room income is an important source of hotel income. From the profit analysis, the operating cost of room income is smaller than that of catering and commodities, and room profit is also the main source of hotel profits. In the process of operation and management, it depends on room management, which mainly includes the following aspects:
1. Plan and organize the operation of room service scientifically and reasonably:
In the process of room management, The front office is at the starting point, responsible for the sales of rooms, while the housekeeping department is in the middle link, responsible for most of the services during the guests' stay. During the guests' stay in the hotel, they stay in the rooms for the longest time and have more opportunities to contact and enjoy the room service. Therefore, the hotel should invest corresponding labor and consume corresponding equipment. How to organize the reception service scientifically and reasonably, that is, to ensure the service quality, meet the needs of guests and improve the room occupancy rate, It also increases the consumption of materials and operating income, strengthens the supervision of room service, ensures the quality of reception service and room arrangement, and maintains a reasonable proportion, which is an important content of room management. Therefore, first of all, according to the overall plan of the hotel, we should formulate the plan of the housekeeping department, determine various indicators such as service quality, labor quota and material consumption, and make a good manpower deployment plan. At the same time, we should formulate and implement various rules and regulations to provide guarantee for realizing various indicators.
supervision in the process of room service is an important link to ensure the quality of service. First; we should strengthen the organization and leadership for each team; strictly implement the rules and regulations; strictly check every procedure for service personnel; and implement the system for ward rounds by foreman; manager; quality inspector and room service director; so as of achieve the goal for each level. Second, strengthen the contact between departments and timely transmit information. Room management does not exist in isolation, and it needs to be coordinated with other departments to form a unified whole to ensure the normal operation of business activities; Third, take the initiative to understand the guest's reflection, handle the guest's complaints in time, strengthen the feedback channel and do a good job in reception service. The quality of room management ultimately depends on the degree of satisfaction of the guests. We should pay attention to analyzing the types of guests, studying their psychology, grasping their opinions and demands at any time, finding out the universal problems and the changing rules of their needs, grasping the internal relations and basic links in the process of room service, and constantly improving the service quality.
2. Strengthen the construction of staff and improve the comprehensive quality of staff.
the nature of the work of the front office and housekeeping department is to provide services directly to the guests. The quality of services directly affects the management and service level of the hotel. Therefore, strengthening the construction of staff and improving the comprehensive quality of employees is one of the keys to ensure the smooth development of housekeeping work and improve the service quality.
first of all, it is necessary to continuously carry out ideological education for employees, so as to make employees love their jobs and cultivate their interest in specialties, thus stimulating their initiative and enthusiasm in work, educating employees to establish noble professional ethics and the consciousness of serving guests wholeheartedly, and educating employees to establish strict organizational concepts and consciously abide by national laws and regulations and hotel rules and regulations.
at the same time, continuously improve the professional quality of employees, because this is the basic condition for improving the hotel's work efficiency and service quality. Therefore, on the one hand, we should pay special attention to the study of employees' cultural knowledge and improve their cultural level; on the other hand, we should pay attention to the training of business technology and improve their business operation skills. Through training, employees can achieve:
(1) enthusiasm, initiative, patience, thoughtfulness, conscientiousness, and must establish a respectful and friendly attitude towards guests.
(2) in terms of service quality, reduce and put an end to the dissatisfaction with the service of waiters due to their lack of quality and skills.
(3) Everyone should start from the details, especially in appearance, appearance, courtesy, manners, words and deeds, be decent and generous, dress cleanly and neatly, and emphasize the further improvement of personal temperament.
(4) Mastering service procedures skillfully makes customers feel an atmosphere of hotel industry and a formal management mode.
(5) Self-check your own work after it is completed according to the standard, and establish employees' sense of responsibility and ownership.
(6) create the team spirit of the staff.
(7) realize standardized service and high-quality service, thus affecting customers' reputation and social reputation of the hotel.
in the process of housekeeping management, we should conscientiously implement the reward and punishment system, carry out activities to select outstanding employees, commend and reward employees with high service quality, good business skills, good task completion and high cooperation style, regularly inspect employees' ideological and business level, arrange and use them reasonably according to various specialties, attach importance to cultivating and selecting talents, form a backbone team, and play a backbone role in all work.
3. increase revenue and reduce expenditure, and do a good job in the management and control of house equipment and materials.
Housekeeping equipment and supplies are the material basis of room service. Therefore, managing the equipment and supplies in room service is also one of the important contents of room management. The front office and housekeeping department should formulate a management system for equipment and supplies, clearly define the responsibilities of managers at all levels in this regard, and make rational use. Therefore, in saving, we should look down on the big, a little water, a little electricity, a needle and a thread, and form different habits of saving or wasting, and different benefits will appear.
all kinds of equipment in the front office and housekeeping department should always be in a safe and sound state. In the process of normal service and management, waiters and managers should always check the use of equipment, cooperate with the engineering department to maintain and repair the equipment, and managers should report the equipment regularly. All kinds of articles and corresponding tools for guests in the guest room should be ready enough to meet the needs of service work. On the premise of ensuring the quality of service, the service life of linen should be extended as much as possible. At the same time, the collection of low-value consumables should be controlled, records of distribution and consumption should be established, loopholes should be plugged, and a reward and punishment system should be implemented for saving prizes and wasting.
4. establish the leading idea of selling more houses every day.
although the guest room is a tangible commodity and has the attributes of a commodity, it is different from other commodities, because if other commodities cannot be sold, it can be used as an inventory backlog, which will not cause great losses, while if the guest room cannot be sold on the same day, it will cause a loss of fixed costs, so it is a special commodity. As an operator, our most important responsibility is to find ways to sell the guest room on that day.
In recent years, with the rapid economic development in xx, people's consumption concept and consumption level have changed and improved, but in this market economy environment, hotels must adopt a flexible management policy if they want to be invincible. The Front Office and Housekeeping Department are required to make use of their own advantages, foster their loyal customers while improving their service awareness. Moreover, they should always keep abreast of competitors' business trends, adopt flexible price strategies, aim at high quality and good price, and strive to complete various indicators and tasks in combination with the sales plan and plan formulated by the hotel.
III. About catering work
With the development of economic construction, the catering industry has also developed rapidly with the social demand, and at the same time, there have been some problems. Seller's market? Arrive? Buyer's market? The transformation. With the emergence of buyer's market, people can choose hotels, restaurants and restaurants that can meet their needs according to their own preferences, tastes and economic conditions. In order to attract consumers to patronize, hotel catering operations must determine their own business projects and business methods according to consumers' needs. Who can't realize this, who can't win in the fierce market, as we all know, the catering industry is a very special industry, which is mainly manifested in the duality of the products it provides to customers, both tangible and intangible. As an operator, we must meet the needs of customers from these two aspects, that is, not only the color, fragrance, taste, beauty, type and utensils of the dishes are good, so that the guests feel value for money, but also the service process that is suitable for this is good, and the service should be humane and make the guests feel good.
if any operator is not good at observing and satisfying consumers, and can't provide excellent tangible products and intangible new products, he can't meet the needs of the consumer market and can't achieve good economic benefits.
according to the above situation, the following measures should be taken in catering management:
(1) strengthen the quality training of service personnel and supervisors to provide first-class service quality to guests.
Specifically, do the following three points:
1. Start with ideological education
Train waiters to work as masters. Ideological education is the traditional working method and experience of the * * * production party, and every manager should be patient and meticulous in ideological education for his employees, so as to enhance everyone's hotel awareness and master attitude.
2. reverse the traditional worn-out ideas and consciousness and carry out? Smile service? Human service? And? Polite? Service
what's the focus here? Human service? In the past, hotel managers put? The customer is God? As the purpose of the hotel, therefore, all aspects of service are limited to standardization and standardization. This single service mode has its relative shortcomings, because service before God can only be respectful and difficult to contact and communicate with each other. In this way, first, it can't set off the warm atmosphere and happy mood of the guests; Second, it is not easy to understand. Master the guests' living habits and consumption rules; Third, it is inconvenient to train hotels? Repeat customers? . And? Human service? It is the complement and extension of standardization and standardization services. Does it treat guests as hotel guests? Friends and relatives? . In the service, the service staff can not only master the customers' living habits, but also timely understand the customers' suggestions and requirements on all aspects of the hotel, which is convenient for the adjustment and improvement of the hotel management, so as to satisfy the customers and become loyal customers of the hotel? .
3. Pay close attention to service skills and training to ensure service quality
On the one hand, customers' requirements for service are warm and thoughtful, on the other hand, they are quick and agile, and warm and thoughtful are emotional as mentioned above? Human service? And quick and agile is the embodiment of service skills. Especially in restaurant service, if the hotel doesn't train the service staff in service skills, there will be customers who are in a hurry, but the customers can't wait for meals, and the first course often takes half an hour, which will definitely give customers a feeling of slow serving and make some customers with strong sense of time lose. Optimization method? ), only by combining the above two closely can we form a high-quality and distinctive service of the hotel.
(2) form the main cuisine, enrich the variety of dishes, improve the quality of dishes and ensure sufficient tourists.
1. form the main cuisine as soon as possible. It should be affirmed that the positioning of catering management cuisine in xx Hotel has not yet formed the main cuisine. This is one of the main factors that cause the unsteadiness of dishes. Therefore, we should decide as soon as possible the main cuisine that suits the tastes of most customers and the conditions of this hotel. While determining the main cuisine, it also highlights the flavor and characteristics.
2. Gradually cultivate a team of chefs with excellent skills and high quality. The skill of chefs is the premise to ensure the quality of products. Therefore, the hotel should recruit, introduce and train a group of chefs with high understanding, potential, prospects and love for cooking in xx Hotel through various means. For some chefs with special skills and stunts, it is suggested that the hotel give special treatment in housing, dining and salary.
3. The product labeling system is firmly implemented for dishes. Labeling system is not only the basis for testing each chef's production technology and product quality, but also an important way to solicit customers' opinions, feedback information and improve work, and at the same time, it will generate a sense of motivation and responsibility for each chef. After the implementation of the labeling system, the opinions of customers should be summarized every meal, commented every day, and rewarded and punished every month.
4. According to the seasonal laws and local customs, timely launch different seasonal dishes and holiday banquets. The food and beverage department should formulate different specifications of birthday banquet, wedding banquet, full moon banquet and other dishes to provide customers in time. If the hotel catering business wants to reach a new level, it must have new ideas, new measures and new tricks. There are festivals almost every month all year round, and these festivals are also good opportunities for hotels to sell products. The catering department and the marketing department should seize these opportunities and plan marketing plans for each festival.
5. set up a new vegetable research room. Equipped with specialized personnel, please come in and go out to develop new dishes and special dishes. Hiring domestic first-class masters to perform short-term performances in the hotel on a regular basis can not only expand the social influence of the hotel, but also be an important activity of chef's technical exchange. At the same time, the hotel should also organize its own masters to study and communicate in other places.
Encourage and support chefs to innovate their own special dishes. Once the innovative dishes are recognized by customers, the hotel will give some rewards.
6. practise economy, reduce costs and strengthen accounting. The manager of the catering department and the chef should calculate the cost and gross profit margin of each dish in time, and the purchased raw materials should be used appropriately, and the purchase quantity and sales volume should be consistent.
7. the food and beverage department should keep abreast of the new measures and trends of competitors in xx industry, so as to know the enemy and win every battle.
IV. About marketing work
Marketing work is an extremely important work in the hotel, which is not only related to the operating efficiency of the hotel, but also related to the image of our hotel, and even related to the survival and development of the hotel. Suggestions on marketing work of xxx hotel