Communication and management of the front office and kitchen of the hotel

The purpose of opening a hotel is to focus on profit, enhance the brand, and bring rich profits and extensive social benefits to the hotel. The following is the communication management knowledge I collected from the front office and back kitchen of the hotel for your reference.

First, the consciousness and initiative of cooperation between the front office and the kitchen

1. The lobby manager and the chef have their own jobs, and the quality of a hotel's operation is inseparable from their work. They are the core figures of the whole hotel, the left arm and right arm of the general manager, and some hotels don't have the general manager. They rely on the cooperation of two departments to complete the daily work of the day. 2. The consciousness and initiative of cooperation between the front office and the kitchen. Strive to complete the tasks and things assigned by the other party, and the awareness of both parties. It is the basic requirement to attach importance to and earnestly complete it, with the full trust of both parties. The initiative of cooperation between the two sides is not only the mutual communication of work, but also the communication of ideas and consciousness.

second, hotel marketing cooperation

in order to achieve the hotel's business objectives, marketing costs must be controlled. The kitchen and the front hall should cooperate and coordinate from the following aspects. 1. Establish the idea of market-centered marketing cost control. Chefs and lobby managers should institutionalize and program this work. Ex.: The kitchen department must attend the daily meeting. (1) Training: The morning (morning) waiter will meet the kitchen department to train the waiter on new dishes. Key training every day; Weekly local control; Comprehensive monthly training. (2) the number of main varieties newly pushed (urgent push, estimated clear, new dishes) was issued. (3) Listen carefully to the problems and new demands found by the waiters, and adjust the business items, products and business objectives in time. 2. Constantly develop new projects and new products to meet the needs of customers, while saving operating costs and expenses, so that more preferential policies can benefit consumers.

Third, the control of promotion costs should be coordinated with each other

1. Product features: both dishes and services are hotel products. Only by creating characteristics for their own dishes and services can hotel managers attract more customers and gain more profits than their competitors. 2. Reasonable price At present, the catering competition has entered a white-hot stage, and customers are very sensitive to the price of similar products. Therefore, Qiantang, which directly deals with customers, must collect competitors' products and services through various channels, and immediately feed back the differences with this enterprise to the kitchen department, which should work out reasonable product prices as soon as possible. Fourth, customize the menu with the front office. 1. The menu is divided into: (1) zero menu. (perennial menu, seasonal menu) (2) banquet menu. Catering of different specifications and grades (3) Instant menu. Seasonal, immediate and temporary menu (4) Long menu. Menu for new price promotion, short-term and food trial 2. Functions of various menus and coordination between front and back halls

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 (2) Recipe requirements: A, covering a wide range and highlighting the key points. B, the menu according to the cooking materials, flavor, cooking methods, stalls, etc. (3) The cooperation between the front hall and the back kitchen: A. The chef gives intensive training to the front hall waiters. Knowledge points in the menu: the name of the dish, the main ingredients, the auxiliary materials, the cuisine of the stall, allusions, taste characteristics, means of special service suitable for the crowd, flavored dishes and gloves. (4) Regular examination of dishes: determine the date of the month as the examination day. Without examination, no pressure, no memory, no improvement of service skills and knowledge. (5) Mandatory sales: the chef issues a sales plan, mainly based on the dishes and the number of copies that are pushed in a hurry, so as to avoid the blindness of pushing dishes. (6) Increase the sales of high-profit dishes. In order to increase hotel profits, we must increase the sales of high-profit dishes, at the same time, take into account the economical dishes with low gross profit, and attract high-priced dishes with low price to make money. (7) Actively promote dishes: marketers and waiters actively promote dishes instead of passively accepting customers' orders, so as to be targeted.

2 Banquet menu: It combines dishes with different raw materials, cooking methods, taste characteristics and different prices according to people's requirements for dinner, and sells them to customers at one price, so as to meet the dietary needs of consumers for dinner, celebrations and other activities. The cooperation between the front hall and the back kitchen: (1) First, the back kitchen makes a banquet menu after strict cost accounting; No discount, how much discount space there is, you can't break the menu subjectively. (2) When making the menu in the front hall, you can accurately grasp the raw materials in the kitchen. Disposal of leftover bits and pieces, leftover raw materials (ribs, brisket), raw materials processed in time (not suitable for long-term storage and urgent pushing), and leftover materials from banquets. (3) Instant menu and long menu: seasonal menu, seasonal menu, temporary menu and supplement to main menu. Advantages: strong seasonality and timeliness, meeting the needs of customers for novelty, novelty and speciality. Menu for temporary activities. Strive to achieve: traditional dishes are reused, seasonal dishes are used in time, innovative dishes are used at intervals, and special dishes are used for a long time.

2. cooperation and supervision between the front hall and the back kitchen.

(1) All kinds of seasonings should be fully prepared, and the kitchen should be prepared before meals, and all kinds of dishes: ginger vinegar, sweet noodle sauce, Chili sauce, red oil, aged vinegar, condensed milk, jam, etc. (2) Estimate list: a. Kitchen at 11 a.m. every day; 31 pm 16; 31 before and after the day's estimate list; The estimation list must be marked with names (urgent promotion, leading products, counseling products, limited supply, estimation, seafood, seasonal vegetables, etc.) and the quantity must be clearly written. B. The contents of the memory evaluation list must be strengthened in the previous regular meeting; C. During the dining process, the back chef should make a temporary assessment of the dishes and deliver them to each floor area in time; D. As a kitchen, try to estimate the dishes as little as possible or not, so as to avoid customers' aversion when ordering. (3) Process of dish delivery: dish delivery is the control of serving time and speed to ensure the quality of dishes and the control of dish time.

the serving time is determined by: ordering time-ordering time-cooking time-serving time. A. Ordering time: subject to the customer's ordering time; It is related to the waiter's familiarity with the dishes and active promotion. B. Order time: When the customer orders the food, the waiter will place the order immediately, without delay. The seafood products ordered should be placed immediately and quickly. C. Cooking time: When ordering, the waiter should know the approximate time required for each dish, but not all dishes that take a long time, such as burning, stewing, steaming and stewing. When ordering, tell the customer that this dish will take a long time, so please wait patiently. The kitchen should seize the time to cut and cook to ensure a faster serving speed. The waiter should not push the dishes in the kitchen, but should write down the menu and give it to the director of the food delivery department to urge the dishes, so that the kitchen can cooperate with each other to speed up the serving. D. Serving time: Restricted by the number of dish delivery staff and busy business, the dish delivery staff are not familiar with the environment and table position, and they put the wrong clamp and press the wrong table position. The serving time is divided into: the expected serving time and the actual serving time. The serving speed is reasonably controlled through the serving time, and the serving time is naturally controlled. For example, in case of a large banquet, the front hall predicts the serving time according to the arrival of customers and the progress of the ceremony, and immediately knows the approximate serving time in the kitchen, and the kitchen can make full preparations according to this time. The front hall is responsible for the time and speed of serving. If there are several banquets, they are controlled by several people respectively. The serving time should be staggered as far as possible and the serving speed should be accelerated appropriately. The general law of serving speed: A. Zero order: The faster the serving speed, the better. B. Banquet: Fast first, then slow down, and it is more appropriate to control it within 31-41 minutes.

C. VIPs or customers with special requirements should strictly control the serving time and order. D. the lobby is fast and the private room is slow. In the above links, the kitchen and the front hall should maintain close cooperation, the information transmission should be accurate and timely, and the mind should be calm, not irritated and calm. In the supervision and control of the front hall on the back kitchen, the food delivery department should do the following: a. Don't go to the table if the color is not correct; B, the taste is not correct; C, the weight is more or less not on the table; D, there is a foreign body is not on the table; E, the plate is not neat, and there is no edge and no seats; F, the plate is broken and does not go to the table; G, the dishes are cold and can't be served; H, the wrong clip is not on the table; I, no orders, no seats; J, unsanitary, not on the table.

analysis and treatment of the returned dishes: there are many reasons for the returned dishes. First, the front hall should explain to the customers, and the front hall and the back kitchen should objectively analyze the reasons for the returned dishes, and deal with the dishes with poor quality in the principle of fairness, justice and openness.

a. A quality inspection team should be set up in the store, consisting of the executive director, the chef, the director and the lobby manager.

B, make a qualitative analysis of the dish returning on the same day, and give punishment, reminder or training to relevant personnel according to the seriousness of the case.

C, the reasons why the waiter in the lobby causes the dishes to be returned are: wrong menu, wrong dish name, wrong food stall, wrong food passed, and the guests have tasted it. Where the guest's special requirements are not specified (spicy, not spicy, with onions, without onions, with plain oil, without meat oil, etc.), the guest temporarily changes the dishes without informing the kitchen in time. The delay in serving time causes the backlog of dishes and affects the quality of dishes. Ordering too much food, resulting in the withdrawal of food; Other reasons cause the food to be returned.

D, the reasons for the kitchen to return the dishes are: not according to the stall ownership, not according to the operation process; Dishes are unclean or have foreign bodies; Seasoning is not allowed, because it is salty, light or has an odor, bitter taste and burnt taste; Incomplete processing of dishes, serious product errors caused by raw, rotten, uncooked and uncooked dishes, which lead to insufficient discounted dishes (especially seafood raw materials), and food rejection due to the use of substandard raw materials such as deterioration and inferior quality. E, establish a rejection menu and publicize it to remind every employee to attach great importance to it;