For this job, I can seriously, down-to-earth and do a good job. Although I only act as an ordinary role, this role is not only to collect money so simple, which there are a lot of complex procedures. In the work period I learned a lot of experience, had added a lot of insight.

But as a cashier must have a positive, enthusiastic, proactive, thoughtful mentality to serve every customer. Occasionally encounter a lot of unpleasant things in the work, but I have to overcome, not with negative emotions, because this will not only affect their mood will also affect the attitude of the customer.

Every day will meet different guests, different guests have different temperament, for different customers we should provide different services, because the industry's unchanging purpose is: "customer first". In the face of customers, always have a smile on your face, to provide polite service, to let the customer experience a sense of affection, even in the service work encountered some unpleasant things, if we are still greeted with a smile, then again unreasonable guests have no reason to lose their temper, the so-called "meet a smile, a hundred things to eliminate", so that the customer is happy that they are happy! The first thing you need to do is to get your hands dirty.

Although this is just a simple cashier, in the eyes of others is so insignificant, but from it teaches people a lot of truth, improve our own quality. Constantly learning, constantly improving their moral character, constantly improving their service skills. "Only by learning can one continue to sharpen one's character, improve one's moral character, and improve one's service skills. Even if it is an ordinary a cashier, as long as you keep moving forward, in order to go our own want a piece of heaven!

The following is my personal experience in this year's work time in some of the concepts that must be understood as well as self-requirement:

First, anxious guests of the urgent, think of the guests of the idea

Every day will come into contact with different types of customers for different types of customers to provide different types of services. The purpose of the service remains unchanged: the customer is God!

Second, the customer smile

To the most cordial side of the customer to experience a sense of home. Even in the checkout service work encountered unpleasant things, can still be greeted with a smile, I believe that the unreasonable customers have no reason to lose their temper.

Third, do not make a commitment to the guests are not sure

When the needs of the guests need to be completed by other departments or individuals with the assistance of the time, it should be consulted before making a decision, because the guests want to get the most accurate answer. But in any case this does not mean that you can not want to do everything possible to solve the problem for the guests, the key is to let the guests understand that he has a problem is not you can immediately solve, and you do try to help him. Many guests at the front desk to ask for more invoices, we will be rejected politely, and can never be attached to the guests and violate the principle.

Fourth, consider how to make up for the mistakes of colleagues and departments, to ensure that guests check out in a timely manner so that guests are satisfied

The front desk cashier is the last department of the guests to contact before leaving the store, so usually in the checkout complaints to us about a variety of services, and these problems are not caused by the cashier, this time, the most avoid shirking responsibilities or accusations of causing difficulties in the department or individual, "it's not about me, it's about me," he said. "It's not a matter of their own, hanging high" style is most undesirable. Can not make up for the fault, but let the guests doubt our management, thus deepening the degree of customer distrust, so should be calm and cool to play the intermediary function of the cashier to other individuals or departments to explain the situation, ask for help, after the problem is solved, you should once again seek advice from the guests, the guests tend to be sensitized by your enthusiasm to help, thus changing the initial bad impression, and even the establishment of a close and mutual trust between customers and the The relationship between us.

Fifth, continuous learning, and constantly improve their moral integrity, and constantly improve their service skills

Believe me, I can do it better, thanks to the leadership of the appreciation, I love this job, I want to do it! Colleagues, let for us to work together side by side. Cheer up.

Restaurant annual work summary 2

Restaurant staff to strengthen theoretical learning to further improve efficiency. Familiarity with the business, you must learn through the relevant professional knowledge, and humbly ask leaders and colleagues to enhance the ability to analyze and solve problems. The following is

20__ year is a year of my self-challenge, I will strive to correct the shortcomings of the past year's work, to do a good job in the new year, the past year in the care of the leadership and the enthusiasm of colleagues to help, through their own unremitting efforts, in the work of a certain amount of results, but there are also many shortcomings. Looking back on the past year, the past year may have lost, sad, successful, happy, but that's not important, it's the past, we have to work hard is the future, there are a lot of people say my personality has changed, I believe. I'm really satisfied, there are many, many things pressured me, I still insist to go through, my life, the emotions are the same according to, although there is no ups and downs, at least also experienced some storms, sweet and sour, once and for all the ups and downs and difficulties, sometimes I really wai condensation me, I have been thinking that I'm which is wrong, why is it like this? I am also time and time again to cheer for themselves, time and time again to stand up, I am thinking, even if there is no me, the earth as the same as the rotation, things are the same as the solution, I do not want to be weak, cowards, destiny in their own hands, I believe that tomorrow will be better, hello, I am good, we will all be good.

Now summarize the work

First, training: 1, tray essentials, room delivery process. 2, large, medium and small banquets in various departments to help run food related knowledge to explain. 3, hotel-related system training and supervision. 4, out of the dish pathway related to safety awareness. 5, the class to learn the sauce production.

Second, management: 1, the superior is the model of the subordinate, I have always insisted on leading by example, so my class is very united. 2, I am the same to anyone, fair, just and open to do things. 3、People-centered, people and people's personalities multifaceted management style. 4, 20 __ year pass the dish annual number of people leaving 23 people, 20 __ year pass the dish annual number of people leaving 4 people, 20 __ year is more stable year.

Third, as I myself, is responsible for the work of food delivery. 1, responsible for the hall surface of the sauce running. 2, pass dishes out of the corresponding output and control. 3, the coordination of the manpower to pass dishes.

Fourth, a few points in the operation. 1, the lack of manpower, busy, resulting in the deformation of the dish modeling, not reflecting the essence of the company. 2, due to the country's prosperity, resulting in modern young people are babies, more and more will not work, more and more spoiled by mom and dad, only the pursuit of money, do not know for others to think differently, do today's I'm really difficult ah! 3, why can not recruit the reason, this is the biggest problem to be resolved in a timely manner. 4, what is meant by the establishment, what is meant by development, what is meant by progress, what is meant by improvement, what is meant by management, what is meant by who manages who, what is meant by who maintains who for who, how to stabilize. 5, looking to the superiors to understand the other industry manpower preparation for food delivery.

Fifth, the team did not do in this year. 1, part of the staff courtesy and etiquette, grooming in place. 2, sometimes not according to the relevant standard operation. 3, due to the logistics part of the staff thought too abnormal, can not communicate, resulting in supervision is not in place. In short, _ year and today as a starting point, new goals, new challenges, in the new year continue to work hard, study hard, hard to summarize, and finally wish us a prosperous hotel business, financial resources! Wish you leaders in the work of the journey forward, life on the runway, wish you colleagues in the new year to continue to write a new brilliant life.

Restaurant annual work summary 3

In the blink of an eye into the company has been working for more than a year, according to the manager of the company's work arrangements, I am mainly responsible for the daily operation of the restaurant floor and the department's training work, is now summarizing this year's work to report on the current year's work and a brief overview of the work of the current year's intentions.

First, the hall surface site management

1, courtesy and politeness requirements of the daily meeting to repeat the practice, the staff to see the guests to be polite language, especially the front desk cashier and regional watch service personnel require to do a call to respond to the request for courtesy and politeness to the work of every drop, the staff to supervise each other, **** with progress.

2, before the class adhere to the inspection of grooming instrumentation, grooming instrumentation unqualified persons required to organize qualified before going on duty, on duty found that the grooming problem immediately corrected, supervise the use of manners and courtesies to the guests, the staff to develop a good attitude.

3, pay close attention to the positioning of the post and service awareness, improve service efficiency, for service personnel in the dining peak time for reasonable deployment, to the foreman or assistant as the center at any time to support the busy stalls in the region, the other personnel have their own responsibilities, clear their respective work content, the division of labor and cooperation.

4, advocate efficiency services, require employees as long as there are guests need service 'immediately for the guest service.

5, goods management from large items to small items whether it is a guest loss or natural damage, everything is required to do to follow the rules and regulations, evidence-based, someone to implement, someone to supervise, follow up to the person, some summary.

6, health management public **** area, requiring cleaning staff to see a foreign body or dirt must be cleaned immediately. The hygiene requirements of the regions of the sofa surface, around the table and dining table, the ground, no dust and no water stains, neatly placed, no tilt.

7, dining time because the guests to the store is more concentrated, there will often be guests queuing phenomenon, guests will show impatience. At this time it is necessary to foreman team leader personnel to make good reception before the peak of reception preparations to reduce the waiting time of guests, but also should pay attention to the table position, to ensure that there is no error. Do a good job of explaining the work, shorten the waiting time, seriously receive each table guests, do busy but not chaotic.

8, buffet is a new project in the dining room hall, in order to further enhance the quality of buffet service, the development of a "buffet service overall practical program", to further standardize the buffet service operation process and service standards.

9, the establishment of the restaurant case collection system to reduce the rate of customer complaints, collection of restaurant customers on the quality of service, quality and other aspects of the complaint, as to improve the daily management and service to provide an important basis for the restaurant all personnel to collect the case to analyze and summarize the problem to come up with a solution to the problem, so that the daily service is more targeted to reduce the customer's complaint rate.

Second, the daily management of staff

1, the new staff as an important part of the restaurant staff, the ability to quickly integrate into the team, adjust the transition mentality will directly affect the quality of service and team building. According to the characteristics of new employees and entry into the situation, to carry out thematic training, the purpose is to adjust the mentality of new employees, facing the role of transformation, recognize the characteristics of the catering industry. So that the new employees in the psychological make full preparation for the idea, alleviate the role of change due to the role of the maladaptation caused by the dissatisfaction, to speed up the pace of integration into the catering team.

2, focusing on the growth of employees, always pay attention to the mindset of employees, required to maintain a good working condition, personal resume from time to time to organize staff to learn, and to the staff to assess, check the training effect, and find deficiencies in a timely manner to make up for the training program to improve, and regularly find employees to talk to do the ideological work each month to learn about their recent work from the discovery of the problem problem solving.

3.

3, combined with the actual work to strengthen training, the purpose is to improve efficiency, so that management is more standardized and effective. And combined with the daily restaurant case study in the form of analysis, so that the staff of the daily service has a new knowledge and understanding of the daily service consciousness in the formation of a consistent.

Third, there are shortcomings in the work

1, in the process of the work is not enough detail, the work arrangement is unreasonable, the work of more cases, the primary and secondary is not very clear.

2, the lack of communication between departments, often after the incident only to find the existence of the problem.

3, the training process is not much interaction, reducing the vitality and vigor.

Fourth, the work plan

1, do a good job of internal personnel management, management to achieve a clear system, a clear division of labor.

2, on the basis of the existing regular meetings to further deepen the content of the regular meetings, enhance the depth and breadth of the seminar, the quality of service seminars to build a platform for all service personnel to communicate, learn from each other, learn from each other, share the service experience, and stimulate ideas.

3, will be based on the existing service level of service innovation and enhancement, the main focus on the details of service and humanized service, improve the entry qualifications of the service personnel, enhance the salary assessment of the service staff treatment standards, to strengthen the daily service, set up a high-quality service window, create service highlights, in the brand on the basis of the brand of new service brands.

Fifth, the overall management of the restaurant management planning

1, strict management system, employment training system, the division of clear job assessment level, enhance the staff's sense of competition, improve personal quality and efficiency.

2, to enhance staff awareness of the benefits, strengthen cost control, cost savings. Training staff to develop good saving habits, reasonable use of water and electricity, etc., found that the phenomenon of waste, stop in a timely manner and strictly enforce the relevant penalty system.

3, strengthen the coordination between departments.

4, heavy food safety and hygiene, grasp the safety management.

5, to carry out multi-channel publicity, promotional activities and mutual cooperation with neighboring companies to increase the membership rate.

Restaurant Annual Summary 4

I realize that as a restaurant waiter, in the work of enthusiasm is important, but also need to have good service ability. Because it involves a technical problem of "can and can't". Therefore

First, language ability

Language is the waiter and guests to establish a good relationship, leaving a deep impression of the important tools and ways. Language is the material shell of thinking, it reflects the spirit of the waiter, temperament, attitude and character. Guests can feel the most important two aspects of the waiter's words and behavior.

The waiter in the expression, pay attention to the tone of natural fluency, amiability, in the speed of speech to maintain uniformity, at all times to be calm and polite. Those who express respect, modest language vocabulary 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 expression of the timing and expression of the object, that is, according to different occasions and guests of different identities and other specific circumstances for the appropriate expression. I think as a restaurant waiter at least have the following aspects of the service ability.

When people talk, they often ignore another important part of language - body language. According to the research of relevant scholars, body language plays a very important role in the expression of content. Waiter in the use of language expression, should be appropriate use of body language, such as the use of appropriate gestures, movements, and verbal expression of language linkage, *** with the construction of the guests easy to accept and satisfied with the expression of the atmosphere.

Second, the ability to communicate

The restaurant is a large number of interpersonal interactions occurring in a centralized place, each waiter every day with colleagues, superiors, subordinates, especially a large number of guests to carry out a wide range of contacts, and will be based on the service and the guests to produce a variety of interactive relationships, deal with these relationships properly, the guests will feel respected, valued, and preferential treatment. Guests of this feeling will be obtained for the continued prosperity of the business and corporate brand publicity, dissemination play an inestimable role. Good communication skills is an important basis for the waiter to achieve these goals

Third, the ability to observe

Service personnel to provide guests with three kinds of services, the first is the guest spoke very clear service needs, as long as there is a skilled service skills, to do a good job of this generally speaking is relatively easy. The second is a routine service, that is, should be provided for the guests, do not need to remind the guests of the service. For example, the guests to the restaurant to sit down ready to eat, the waiter should quickly pour the guests on the tea, put a good paper towel or towel; in the front hall, with a lot of luggage guests enter the door, the waiter should come forward to help. The third is the guests did not think, can not think or are considering the potential service needs.

The ability to be good at this potential needs of the guests at a glance, the waiter is the most recognized service skills. This requires the waiter has a keen ability to observe, and this potential demand into a timely real service. And the provision of this service is the most valuable part of all services. The first kind of service is passive, while the latter two are active, and the provision of potential service emphasizes the waiter's initiative even more. The essence of the ability to observe is good at thinking about what the guests think, before the guests open their mouths to say that the service will be timely, appropriate delivery.

Fourth, the ability to memorize

In the service process, guests will often put forward to the waiter some of the hotel services, such as service projects, star rating, service facilities, special dishes, tobacco, alcohol, tea, snacks, prices or urban transportation, tourism and other aspects of the problem, the waiter at this time, we must take their own usual experience from the experience?

The waiter will also regularly encounter the entity that the guests need to delay the service. That is, the guests will have some entrusted to the waiter for the matter, or in the catering needs of some drinks refreshments, in these service projects to provide a long or short time difference between the proposed, this time it is necessary for the hotel waiter can firmly remember the guest service required, and later in time to be provided accurately. If the guests need the service delayed or forgotten and not meet the situation, the image of the hotel will have a bad influence.

Sudden events in the service are not uncommon. In dealing with such incidents, the waiter should be adhering to the "guests are always right" purpose, good at standing in the position of the guests, put themselves in the shoes of the guests, you can make appropriate concessions. Especially the responsibility for more than one party in the waiter should be more courageous to admit their mistakes, to the guests with immediate apology and compensation. In general, the mood of the guests is the waiter to provide service conditions of a mirror. When the conflict occurs, the waiter should first consider the error is not on their side.

Restaurant Annual Summary 5

From this catering waiter, to change my mind that dry catering waiter is no future negative ideas; set up a line of work, love a line of thought, and know whether a person is making a difference, does not lie in what kind of occupation he is engaged in, but whether he is committed to do a good job in the work engaged in. I have the will to practice and correct my work attitude; know the qualities of a successful waiter should be, so as to enhance my sense of practice, determined not to do, to do an ideal, ethical, knowledgeable, disciplined and qualified waiter.

I learned the principles of service to guests; service to guests of the program; service in the work of the rules; banquets out of the program; tray skills and end of the tray walking pace; paving the stage, set the stage of the notes; change the focus of the ashtray; ordering, writing menus, cancel the notes on the dishes and the promotion of the skills of the dishes; pouring the basic methods of wine, procedures and general knowledge of wine; dealing with guest complaints and services Work emergency response skills; restaurant opening preparations and closing notes and a variety of service etiquette, catering hygiene knowledge, fire knowledge and so on. This will enable me to become a good waiter to lay the foundation.

Love your job: when you love your job, you will be happy and easier to do your job. We want people who dine to have health, energy and good service. You just might make an ordinary job extraordinary. And the people businesses need most are people who love their work.

Familiarize yourself quickly with the standards and methods of work: in order for your business and yourself to win in the face of fierce competition, we must be able to get to work as quickly as possible and competently in order to be more efficient.

Be diligent: Catering work is mainly hand work, usually not overweight, do more with will not be exhausted. So we have to do legs, eyes, hands and heart. Take the initiative to work, take the initiative to look for work. "A hard world without difficulty," the proverb says a very profound truth, as long as you are diligent, the door of success will be open for you.

To have self-confidence: compared with money, power, background, self-confidence is the most important thing, self-confidence can help people to remove all kinds of obstacles, to overcome all kinds of difficulties, believe that they are the best.

To learn to be a person: to be a person is to be a dedicated, grateful, helpful and ethical people, sincere people, do serious work, the cause will be more successful

Responsibility: that is, the interests of the company as the most important, responsible for their own jobs; that is, for the guests are responsible for the guest, to provide guests with high-quality products and services; that is, "to no in ", even if no one to supervise you, you will seriously do a good job, which is the performance of the responsibility.

ordinary mind to face the unfairness of the work: there is no absolute fairness in the work, bit in front of the efforts of the people, the opportunity is always equal. Without a certain degree of frustration tolerance, how can you pick up the beam in the future.

Team: play team spirit is the consistent pursuit of the enterprise, catering business work by a variety of division of labor, very much in need of team members to cooperate. With team spirit, good cooperation staff and business are more successful.

This part-time job to my experience is very deep, I think we do everything is, a little bit of progress every day: accumulation of sand into a tower, accumulation of little into a lot, a lot of success is the accumulation of a little bit of a small and into a big tool. Every day a little bit of innovation, is to lead; every day a little bit more to do, is to harvest; every day a little bit of progress is to success.

Here I learned and advocate how to get a good quality service, must master the seven elements:

1, smile in the daily operation of the Star, requires every employee to treat the guests, should be reported to the sincere smile, which should not be subject to the time, place and mood and other factors, and is not subject to the conditions of the limitations. Smile is the most vivid, concise and direct welcome word.

2, proficiency requires employees to be proficient in every aspect of the work they are engaged in, and as perfect as possible. Employees should familiarize themselves with their business work and various systems to improve their service skills and techniques. "A journey of a thousand miles begins with a single step", in order to make oneself proficient in business, one must take a good training course and constantly summarize experience in actual operation, make up for the shortcomings and achieve multi-functionality, so as to be able to be at ease in the service, which is an important role in improving the quality of service and efficiency of the Haole Star, reducing costs and enhancing competitiveness.

3, ready to be ready to serve the guests. That is to say, only a sense of service is not enough, there must be prior preparation. Preparation includes preparation of ideas and behavioral preparation, as the preparation must be done in advance. Such as before the arrival of the guests, all the preparatory work is done, in a state that can serve them at any time, and will not be in a hurry.

4, attention is to treat every guest as a "God" to see and not slow guests. Employees are sometimes easy to ignore this link, and even produce negative service phenomenon. This is because the staff to see them dressed casually, consumption is low, feeling that there is no faction and other surface phenomena. In real life, often the richer the person, on the dress is particularly casual, this is because they are confident; and clothes do not represent the amount of wealth. We in this link, we must not judge people by their appearance, and ignore the subtle services, we must pay attention to and treat every guest, so that they willingly consume. We should remember that "guests are our parents".

5, delicate mainly in the service of good observation, speculate on the psychology of the guests, predict the needs of guests, and provide timely service, even before the guests did not ask us to do it for the guests, so that the guests feel friendly, which is what we said ahead of the consciousness.

6, to create a warm atmosphere for the guests, the key is to emphasize the environment before the service layout, friendly attitude, etc., to master the guests' hobbies and characteristics, to create a "home" feeling for the guests, so that the guests feel at home in the Hollerstar like home.

7, sincere hospitality is a virtue of the Chinese nation. When the guests leave, the staff should sincerely invite the guests to come again from the heart and through the appropriate language, so as to leave a deep impression on the guests. Now the competition is the competition of service, quality competition, especially catering

industry is particularly fierce. The importance of service is self-evident, we must use a variety of high-quality services, the formation of their own service advantages, in order to create a higher level of guest satisfaction in the fierce competition in the market, so that Holler Star invincible!

Every profession requires teamwork, and so does Hollister. When the business is busy, colleagues can understand each other and share the trouble. Usually, there are customers who are difficult to deal with, and when one person is in trouble, other colleagues will go up in time to adjust the dispute, so that the situation will not be bad. Each staff clear division of labor, work actively, really in action to achieve the effect of a good man three help.

Usually, I will also talk to customers to understand their favorite flavors and recommend new dishes to make customers satisfied. This way there are more repeat customers, so that customers recommend friends to increase the consumption rate.

After that, I will also do some summary, so that day after day, so that my service is more acceptable to customers and like.

As a service provider, I have encountered some frustration and helplessness. Some people will think that a small service personnel is insignificant, some people think that this occupation is low and not respected, but I have to say: all roads lead to Rome, to serve others and happy, I can work here and happy! I am happy to work here! I am proud to work for this collective. I think my career is like a watch, the surface of the hour hand can bring time and joy, and inside the rotation of the tiny parts are difficult to see, but is essential.

Of course, there is no end to learning, and we have to apply it to our future work. We hope that our leaders can supervise us more, and our colleagues can learn from each other, so that we can improve the efficiency of our service in our future work, and try our best to be a good service staff. Let the customers in Hollister feel uncommonly happy!

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