How to formulate management systems and methods suitable for the hotel itself, the most important thing is to understand various management systems and methods, understand the background of various systems, and thoroughly study the applicable conditions of various systems, without preconceptions. Management methods must be suitable for the hotel environment, because every hotel environment is different, and it is impossible to have a management system that can be applied to every hotel. Even in the same hotel, employees in different departments sometimes have to adopt different management methods. The management system is also time-sensitive. The situation of hotel accommodation often changes with time, and the management system and methods will inevitably change with time, place and person.

The common management methods of hotels include: organization chart, type of work, work specification, work schedule, etc.

1, organization chart

The organization chart shows the basic classification and relationship of posts and responsibilities, which is an organizational chart in organizational form, but it has some limitations, such as the scope of authority and responsibilities at all levels, the nonlinear relationship between two employees with the same status or the indirect relationship between employees in different departments. For this reason, various job descriptions and organization manuals are important supplementary explanations to the organization icon.

2. Type of work

A job type is a description that reflects the required skills and job responsibilities. Directional training for employees is helpful to complete job evaluation, formulate salary grades, and determine the scope of authority and responsibility. Job description includes evaluation data, job summary, accusations and requirements.

3. Work specifications

Work specification is a statement of the standards to be achieved in a job, which includes job responsibilities, working conditions, personal qualifications and so on.

4. Work record

Work schedule is the concept of the work to be completed by employees, which has a description of work flow and time requirements, and is a way for managers to communicate with employees. There are three basic work schedules, namely personal schedule, daily schedule and organizational schedule. The contents of the work schedule include: name, working hours, post, who will supervise, who will change shifts, rest days, meal time, rest time, work content to be done in each period, etc.

Modern kitchens are no longer just one room as they used to be. It is expanded into several rooms (working areas): hot food making area, supply area, cold food making area, bread and cake making area. Tank storage equipment and inventory warehouse conducive to washing all kinds of tableware; There are offices, dressing rooms and bathrooms.

The job of the kitchen is to process and make food. If food is inedible, it is meaningless; Cooking food must have attractive characteristics, such as pleasant taste, fragrance and appearance. In order to make the kitchen run smoothly, effectively and safely, it is necessary to design and arrange the kitchen well. Generally speaking, the kitchen is not a quiet place, it is often in a tense atmosphere, which is caused by the busy work of employees during business hours. Even with modern air conditioning, the kitchen is still very hot. If a kitchen is poorly designed or managed, there will be such a scene without it: hectic, noisy, hot and chaotic. This is why different tasks in the kitchen should be separated and divided into several areas.

An important content of kitchen management is food production management, that is to say, there must be a whole set of production procedures, including operating procedures, shift schedules and so on; At the same time, production standards should be reflected, namely product standards (quality), time standards (efficiency) and cost standards (profit).

On 25th of each month, each department (team) shall report the work plan and training plan for next month.

Report to each department (team) before the 2nd of each month to summarize the situation of last month.

Before 2nd of each month, submit the employee's last month's appraisal form, employee attendance form and item inventory form of each department (team).

The foreman is responsible for holding the pre-shift meeting twice a month, and the supervisor holds a meeting of all the staff under his jurisdiction once a day.

The manager holds a supervisor morning meeting every morning and a staff meeting once a week to sum up the gains and losses of the work, praise the advanced, talk about the planning objectives for next month, arrange the work, and attend various regular meetings held by the hotel.

Foreman and supervisor attend the morning meeting to report the work and the work that needs coordination, and put forward reasonable suggestions for improvement.

The foreman's inspection rate 100%, the supervisor's inspection rate 80%, and the manager's spot check rate 60% (spot check area 80%), and make records.

The content of the pre-shift meeting requires praise, summing up yesterday's work and assigning tasks for the day.

Hold staff seminars regularly, once a week for the team and twice a month for each department. The manager talks with employees in different departments every week to find out the situation.

10, hold a communication meeting between the front desk and the back desk once a month to strengthen the communication between the front desk and the kitchen.

1 1, the kitchen department arranges food training at least once a week.

12, all departments and teams shall arrange professional knowledge and corporate culture training at least twice a week.

13, the implementation of hierarchical management system. In case of violation of any of the above, the person in charge of the responsible department will be punished according to the regulations, and the direct leader will bear joint management responsibility.

Conduct a democratic appraisal once a month as the basis for assessing management personnel.

Various departments (groups) hold small entertainment activities (games) once a week to enliven the atmosphere of employees.

The department holds a speech or knowledge contest once a month, and each team sends outstanding players to participate.

Restaurant handover system

In order to ensure the normal continuation of the restaurant business, make the second shift alternate and take good care of the personnel and articles, and properly hand over the services at all levels and hotel property and articles, the staff of each shift shall abide by and implement this system.

1, personnel handover: the successor shall be on duty at the specified time and shall not be late; Report to supervisor or foreman before going to work. Gfd meets the standard and has complete "three belts" with him. 10 Before the succession personnel leave work, the succession personnel should explain the work situation and related matters needing attention to the successor, especially the dining situation of the guests and their needs. After both parties sign the work handover and duty table, the personnel on duty leave their posts.

Handover of articles: the handover personnel shall count the tableware and service articles in the work area and hand them over to the successor, and make a written record in the Work Handover and Duty Table.

Handover record: The handover parties must carefully and truly fill in the work handover and duty table to reflect the situation of the guests, restaurant facilities and utensils at that time, and the successors should reflect this work situation in the work handover and duty table before leaving work.

After the restaurant closes, the staff on duty should do a good job of setting the table and cleaning up. Make the countertop complete and sanitary. There are no bottles, garbage and other items in the restaurant, and all items are placed in an orderly manner. Turn off all electrical switches, check whether there are potential safety hazards, and then hand them over to the security guard on duty. Make a good handover record. Restaurant staff will leave their posts. Fast food restaurants will be handed over to the night shift staff.

After lunch, the manager on duty should go to the assistant manager's office in the lobby to make a good handover with the relevant personnel. When you enter the duty state, you should pay attention to the post-service supervision, deal with any dissatisfaction or complaints of the guests in time, report to the superior immediately if there are problems that cannot be solved, make a record of ordering food by phone and the overtime hours of employees, and check the water and electricity shutdown and the operation of facilities and equipment after the guests leave the store. Fill in the duty record after the duty, and make a good handover with the successor.

Compensation system for guests' damaged tableware

In order to save money, control the loss of tableware and reduce the loss of hotels, this system is formulated as follows:

Remuneration:

1, the guest should pay for the damage to the tableware during the meal.

The waiter should put on new tableware for the guests in time and clean up the scene quickly.

3. Euphemistically tell the guests that they need compensation. If the guest or host wants to take care of the guest's face, then tell the guest politely at the appropriate time.

4. When the guest has no objection, inform the bar of the number, name, compensation price, room number or guest name of the damaged tableware in time.

The amount of compensation should comply with the financial regulations, generally 120% of the purchase price.

After the meal, report to the foreman for registration and apply for new tableware.

Deductible:

1, when the guest is an old customer and unwilling to pay compensation, it can be exempted from compensation.

2. When the guest refuses to pay compensation, he can be exempted from compensation.

3. When the damaged tableware is below 5 yuan, the foreman has the right to avoid compensation; Below 10 yuan, the supervisor has the right to give up compensation; When 30 yuan is below, the manager has the right to avoid compensation; 50 yuan wants to report to the general manager.

4, the principle of free compensation is to adhere to the interests of the hotel, take care of the guest's face, can compensate better; In the end, both sides are satisfied.

Register immediately, fill in the claim-free form, appear on the bill in the form of deduction, and take effect after being signed by both parties and management personnel. Write it on the duty record and report it to the superior at the regular meeting.

Tableware management reward and punishment system

In order to strengthen management, improve employees' skills, enhance the sense of loving stores and save hotel expenses, this system is formulated as follows:

Remuneration:

1, employees who accidentally damage tableware at work should immediately report the record to the foreman and apply for tableware. At this time, there is no need for immediate compensation. You can record the end of the month and make a one-time compensation according to the loss rate of tableware.

2. If the employee intentionally damages the tableware (due to poor working attitude), the foreman has the right to issue a compensation form on the spot, and the compensation amount is twice the payment.

3. All compensation should be reported to the restaurant and finance department in the form of fines and recorded.

4. The amount of compensation below10 yuan shall be signed and approved by the supervisor; The following restaurant managers in 50 yuan sign and approve; Signature of department manager above 50 yuan.

5. The loss rate of tableware is distributed to each floor team in proportion, and the floor teams within the loss range can be counted at the end of the month, and employees can be exempted from punishment. If it exceeds the loss rate, it shall be compensated according to the purchase price of tableware.

6. If the loss rate of tableware in the floor team exceeds the purchase price, the same punishment shall be imposed, and the management personnel shall bear joint liability.

Reward:

1, if the loss rate of tableware on the floor is controlled, the daily tableware penalty income will be used to reward the employees who take good care of tableware, and awarded the title of "angel who loves shops".

2. The hotel will reward the building rescue team with 50% of the tableware loss rate.

3. Evaluate the mobile red flag of "Love Shop as Home" every month.

Cleaning:

After the guests leave, the waiter will send all the tableware except glassware to the washing room, collect the same number of tableware and fill out the delivery note. Or go to the washing room to get the same number of tableware the next day. The washing room will be responsible for keeping and cleaning all the tableware. The floor foreman will be responsible for assisting in the distribution.

Inventory:

The management department and the restaurant department make an inventory once every half month to analyze the causes of tableware wear and reduce tableware wear.

The finance department shall supervise the inventory once a month.

Each team and department has established a detailed tableware receiving list and inventory table.

Remuneration:

1, the compensation form shall be issued by the foreman, signed by the supervisor, and come into effect after being reviewed by the manager. In triplicate (one for the person, the department and the personnel).

2. The damage caused by personal reasons shall be compensated by the responsible person, and the damage caused by the guest shall be compensated by the guest. If compensation is needed, it must be approved by the manager.

3. Unexplained damage and loss shall be compensated equally by all departments and teams. If it is controlled within the loss rate, you can avoid compensation.

Analyze the causes of damage and loss every month, control them reasonably, and reduce losses and costs.

Reward:

1, reward and praise the excellent team of tableware management and promote the experience.

2. Criticize and punish teams that exceed the loss rate.

Suggestion: 1, if the washing room adopts mechanical washing and dishwasher, all tableware can be washed uniformly.

2. If manual washing is used in the washing room, unified washing is too labor-intensive, and tableware is easy to be damaged, so it is not suitable for unified washing.

Classification of unqualified restaurant services

Purpose:

In view of the unqualified phenomenon in the work of waiters in various positions in restaurants, matters needing attention are determined to reduce the occurrence of unqualified matters.

Scope of application: used for all positions in the food and beverage department

Classification: According to the nature, it can be divided into general unqualified items and serious unqualified items.

Generally unqualified:

Gfd didn't meet the standard, and he ate rotten rice before taking up his post.

Do not conform to polite norms, polite language is not in place, standing, walking and gestures do not meet physical requirements.

The customer's intention is not accurately understood in the work, and the service is inaccurate or untimely.

There are mistakes in cooperation with partners, which affect guests' dining.

Articles (tableware trays, etc.). ) fell to the ground during the meal service, which affected the guests' meal.

When eating, the cigarette lighter is not in place, and the cigarette lighting service is not timely.

The service of pouring wine (beverage, tea, wine), ashtray, dish changing, etc. is not timely and does not reach the standard voluntarily.

No display, no roll call, no meal sharing, no menu drawing, etc. When serving. Simplify the behavior of the service program.

Call service appears in the meal.

10, after-meal improvement work was not in place, the standard of seeing off guests was not implemented, the station was not closed in time (the guests left for more than 1 minute), and the power supply was not turned off in time.

1 1, the customer is not satisfied with the service skills.

12, failed to collect and feedback guest information seriously.

Serious disqualification:

The guests complained about the poor service attitude.

The guests complained about the poor service technology.

Guest complaints caused by restaurant environment or equipment.

Refuse customers during normal business hours.

Unauthorized tampering with bills or other means in an attempt to extract cash and securities from guests or hotels.

Those who detain the drinks and articles of the guests without permission, and those who pick up the articles left by the guests without handing them over.

Any fraud at work.

Any other guest complaints caused by restaurant staff.

Guest complaints caused by improper promotion.

General nonconformities were not corrected after the second inspection, and were upgraded to serious nonconformities.

Measures for the administration of commodities

First, linen management

Collect:

1. The restaurant foreman takes it out of the warehouse at one time according to the needs of the restaurant, and distributes it to each room according to the configuration in the room, and implements the responsibility to the people, and keeps the spare items on the floor.

2. The daily picking list shall be reported once a month by the foreman, reported to the restaurant manager by the supervisor after examination and approval, and submitted to the department manager after examination and approval (the reason for picking shall be indicated on the picking list).

3. If the mouth cloth and tablecloth are lost or damaged due to human error of employees, the responsible person shall bear the losses, and the foreman shall issue a fine, which will take effect after being submitted to the manager for approval.

Replace:

1. Send linen twice a day, and the foreman will arrange the staff on duty to send dirty linen, fill in the cleaning sheet, sign it and get back the same amount of new linen.

2. The linen delivery shall be signed by the linen room and the delivery personnel at the same time, and the replacement of linen shall be handled in writing and signed by both parties.

3. The foreman is responsible for issuing and keeping the spare linen.

Storage: 1. Each floor should establish a linen picking registration form (indicating the damage and loss records at the end of the month).

2. The foreman is responsible for the linen management of this floor, the supervisor is responsible for the linen management of this department, and the manager is responsible for the linen management of the whole restaurant.

3. Make a big inventory at the end of the month, and the restaurant will make a small inventory every half month according to the floor, and handle the problems in time to control the losses.

Two. Tableware management

Collect:

1. All tableware and spare tableware are collected by the department according to the seats and distributed to all private rooms (restaurants), and the responsibility lies with people.

2. When tableware needs to be replenished, the foreman is responsible for filling in the material requisition form, and the voucher can only be put into storage for collection after being audited by the supervisor and signed by the restaurant manager.

3. If the loss or damage is caused by the employee's personal reasons, the responsible person shall bear the responsibility. If the loss or damage is caused by the guest, the guest should compensate or give up the compensation according to the situation, and the waiter should find and notify the cashier in time.

Custody:

1. Tableware in private rooms and restaurants is kept by waiters.

2. Spare tableware shall be kept by the washing room, and the foreman and supervisor shall be responsible for inspection and supervision.

3. Set up a tableware handover form in the washing room, which shall be signed by both parties.

I hope the above information is helpful to you!