Part I

I worked in a coffee shop for a year. Although I only did some simple work, I did learn a lot and realized a lot. The following is a summary of my work, and I hope someone who is destined to see it can benefit from it.

1. Pay money and settle accounts at the front desk, which can save a lot of unnecessary time. Save the opportunity cost such as time and error caused by reporting.

2. Always appear in front of your boss. Only when you often appear in front of your boss can you get acquainted with your boss quickly, and your boss will teach you more knowledge about making cold drinks.

3. When there are no guests, you must communicate with people in the store more, instead of sitting alone in the corner reading magazines. Young people should be enthusiastic.

4. Try not to make mistakes under the boss's nose. Although mistakes are inevitable, don't show them to the boss, because mistakes will leave a sloppy impression on others after all.

5. Be sure to do the basic work in the store. The founder of xxx started his first job by cleaning the toilet. Doing the basic sanitation work is a confession to himself and a responsibility to the guests.

6. When paying, guests must ask if they have any change. Only in this way can we ensure that the store has enough change for the guests.

7. Be familiar with the menu, and update the menu contents in your mind in time if you see any changes in the menu.

8. Be sure to keep a modest attitude, remember that 361 lines are learned, and keep learning.

This work has given me a very profound experience. I think everything we do is to make a little progress every day: every little makes a mickle, and many successful people accumulate a little to make a big difference. Innovating a little every day is moving towards; Doing a little more every day is heading for a bumper harvest; A little progress every day is towards success.

Part II

I realize that as a restaurant waiter, it is important to be enthusiastic at work, but you also need to have good service ability. Because it involves the technical problems of "can and can't". The work is summarized as follows:

1. Language ability

Language is an important tool and way for waiters to establish good relations with guests and leave a deep impression. Language is the material shell of thinking, which embodies the waiter's spiritual cultivation, temperament and attitude. The two most important aspects that guests can feel are the words and deeds of the waiter.

When expressing, the waiter should pay attention to the natural smoothness and affability of tone, keep a constant speed of speech, and be calm and polite at all times. Words that show respect and modesty can often ease the tone, such as "you, please, sorry, if, can" and so on. In addition, the waiter should also pay attention to the timing and object of expression, that is, to express appropriately according to different occasions and different identities of guests. I think a waiter in a restaurant should have at least the following service abilities.

When people talk about it, they often ignore another important part of language-body language. According to the research of related scholars, body language plays a very important role in the expression of content. When using language to express, waiters should use body language properly, such as using appropriate gestures and actions, in conjunction with oral expression language, to create an expression atmosphere that is easy for guests to accept and satisfy.

Second, communication skills

The restaurant is a place where a lot of interpersonal communication takes place. Every waiter has extensive contact with colleagues, superiors and subordinates, especially a large number of guests every day, and will have a variety of interactive relationships with guests based on service. Properly handling these relationships will make guests feel respected, valued and treated well. The acquisition of this feeling will play an inestimable role in the sustained prosperity of the business and the promotion and dissemination of corporate brands. Good communication skills are an important basis for waiters to achieve these goals

III. Observation ability

There are three kinds of services provided by service personnel for guests. The first one is the service needs that guests have clearly stated. As long as they have skilled service skills, it is generally easier to do this well. The second is routine service, that is, the service that should be provided to guests without reminding them. For example, when a guest sits down in a restaurant and prepares to eat, the waiter should quickly pour tea and put away paper towels or towels for the guest; In the lobby, as soon as a guest with a lot of luggage enters the door, the waiter will come forward to help. The third is the potential service demand that the guests have not thought of, can't think of or are considering.

Being able to see through the potential needs of guests at a glance is the most worthy service skill of waiters. This requires waiters to have keen observation ability and turn this potential demand into timely and practical service. And the provision of this service is the most valuable part of all services. The first service is passive, the latter two services are active, and the provision of potential services emphasizes the initiative of waiters. The essence of observation ability is to be good at thinking about what the guests think and deliver the service in time and properly before the guests speak.

Fourth, memory ability

In the course of service, guests often ask the waiter some questions such as hotel service items, grades, service facilities, special dishes, prices of tobacco, alcohol, tea and snacks, or urban transportation and tourism. At this time, the waiter should learn from his own experience?

Waiters will often encounter the substantive delayed service required by the guests. That is, guests will have some matters entrusted to the waiter, or need some drinks and refreshments when dining. There is a long or short time difference between the presentation and provision of these services. At this time, hotel waiters need to firmly remember the services required by the guests and provide them accurately in a later time. If the service required by the guests is delayed or not satisfied because of being forgotten, it will have a bad influence on the image of the hotel.

unexpected events are common in services. When dealing with such incidents, waiters should adhere to the tenet of "the guest is always right", be good at standing in the guest's position, put themselves in the guest's shoes and make appropriate concessions. Especially if the responsibility lies with the waiter, we should dare to admit our mistakes and give the guests an immediate apology and compensation. In general, the guest's mood is a mirror of the service provided by the waiter. When a contradiction occurs, the waiter should first consider whether the fault is on his own side.

Chapter III

21XX is a year of self-challenge. I will try my best to correct the shortcomings in my work in the past year and do a good job in the new year. In the past year, with the care of my leaders and the enthusiastic help of my colleagues, I have made some achievements in my work through my unremitting efforts, but there are also many shortcomings. Looking back on the past year, there may be lost, sad, successful and happy in the past year, but it doesn't matter. It's the past. What we should strive for is the future. Many people say that my personality has changed, I believe. I am really satisfied. There are many things pressing me, but I still persist in it. My life and emotions are the same. Although there are no ups and downs, at least I have experienced some ups and downs, ups and downs, twists and turns and difficulties again and again. Sometimes I really cherish me. I have been thinking about what I did wrong and why? I also cheer myself up again and again and stand up again and again. I am thinking that even without me, the earth will turn around and things will be solved. I don't want to be a weak person or a coward. My fate is in my own hands. I believe that tomorrow will be better, hello, I am good and everyone will be fine. I will summarize my work

1. Training

1. Tray essentials and room delivery process.

2. Explaining the relevant knowledge of large, medium and small banquet departments.

3. Training and supervision of hotel related systems.

4. Safety awareness related to food delivery.

5. Learn how to make sauces for our team.

2. Management

1. The superior is the model of the subordinate, and I always insist on setting an example, so my team is very United.

2. I am the same to anyone, and I do things fairly, justly and openly.

3. People-oriented, multi-faceted management style of people's personalities.

3. As myself, I am responsible for the dish delivery

1. I am responsible for the sauce operation on the dining room surface.

2. Corresponding output and control of dish delivery.

3. Coordination of food delivery personnel.

IV. Several points in operation

1. Shortage of manpower leads to the deformation of dishes when they are busy, which cannot reflect the essence of our company.

2. Due to the prosperity of the country, modern young people are all treasures, less and less able to work, and more and more spoiled by their parents. They only pursue money and don't know how to put themselves in others' shoes. It is really difficult for me to be today!

3. Why not recruit people? This is a problem that needs to be solved in time.

4. What is establishment, development, progress, improvement, management, management, maintenance and stability?

5. I hope the superior can understand the staffing of other food delivery personnel in the same industry.

V. What our team did this year was not in place

1. Some employees were not polite and courteous, and gfd was not in place.

2. Sometimes the relevant standards are not followed.

3. Due to the abnormal thinking of some logistics personnel, it is impossible to communicate, resulting in inadequate supervision.

In short, the year 21XX takes today as a starting point, new goals and new challenges. We will continue to work hard, study hard and sum up diligently in the new year. Finally, I wish our restaurant a prosperous business and abundant financial resources! I wish all the leaders to March forward bravely in the journey of work and smooth sailing on the runway of life, and I wish all colleagues to continue to write new glories in life in the new year.