how to formulate management systems and methods suitable for the hotel itself, the most important thing is to know all kinds of management systems and methods, understand the background of various systems, and thoroughly study the suitable conditions for the application of various systems, without preconceptions. The management method must be suitable for the hotel environment, because the environment of each hotel is different, so it is impossible to have a management system that can be applied to each hotel. Even within 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 must change with time, place and person. Organization chart Organization chart shows the basic classification and relationship of posts and responsibilities, and it is an organization chart in organizational form, but it has some limitations, such as the scope of authority and responsibilities at all levels, the non-linear 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 for organization icons. 2. Type of work, the type is a description that reflects the required skills and job responsibilities. Directional training for employees is helpful to complete job evaluation, formulate salary grade and determine the scope of authority and responsibility. The job description includes appraisal data, job summary, accusations and requirements. 3. Work specification A work specification is a statement of the standards to be achieved in a job, which includes job responsibilities, working conditions, personal qualifications, etc. Modern kitchens don't have only one room as they used to. It is expanded into several rooms (working areas): hot food making area, supply area, cold food making area and bread and cakes making area. A sink storage equipment and a warehouse for inventory that is conducive to washing various tableware; There are offices, dressing rooms and washing rooms. The job of the kitchen is to process and make food. If food can't be eaten, it's meaningless; Cooking food must have attractive characteristics, such as pleasant taste, aroma 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 very hot. If a kitchen is poorly designed or managed, there will be such scenes without it: hectic, noisy, hot and chaotic. This is why the 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, schedules and so on; At the same time, it should reflect the production standards, that is, product standards (quality), time standards (efficiency) and cost standards (profit). 4. Work schedule Work schedule is the concept of the work to be completed by employees, with a description of the work process and time requirements. It 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, positions, supervision by whom, shift change by whom, rest days, meal time, rest time, work content to be done in each period, etc. 1. Each department (team) shall report the work plan and training plan for the next month on 25th of each month. 2. Report the summary of each department (team) last month before 2nd of each month. 3. Report the employee's attendance sheet, inventory sheet, etc. of each department (team) before 2nd of each month. 4. The foreman shall hold the pre-shift meeting twice a month, and the supervisor shall hold a meeting of all employees under his jurisdiction every day. 5. The manager shall hold a morning meeting every morning. Hold a staff meeting once a week to sum up the gains and losses of the work, praise the advanced, talk about the planned goals for the next month, arrange the work, and attend various regular meetings held by the hotel. 6. Foremen and supervisors attend the morning meeting to report the work. The work that needs coordination is the main task, and put forward reasonable improvement suggestions. 7. The inspection rate of foremen is 111%, the inspection rate of supervisors is 81%, and the random inspection rate of managers is 61% (81% in the random inspection area). And make records. 8. The content of the pre-shift meeting requires praise, summarizing yesterday's work, and arranging the tasks of the day. 9. Hold employee seminars regularly, once a week in the team and twice a month in each department. The manager talks with employees in different departments every week to understand the situation. 11. Hold a front-office exchange meeting once a month. Strengthen the communication between the front desk and the kitchen. 11. The kitchen department arranges food training at least once a week. 12. Each department team arranges professional knowledge and corporate culture training at least twice a week. 13. Implement a hierarchical management system, violate any of the above, punish the responsible person of the responsible department according to the regulations, and directly lead the management joint responsibility. 14. Conduct a democratic appraisal once a month. As the basis for assessing management personnel. 15. Each department (group) holds a small entertainment activity (game) once a week to enliven the staff atmosphere. 16. Each department holds a speech or knowledge contest once a month, and each team selects outstanding players to participate. Edit the restaurant handover system in this paragraph. In order to ensure the normal continuation of restaurant business, make the second shift alternate in personnel and goods, and properly hand over services and hotel property and goods at all levels, all team members should follow and implement this system. Before going on duty, report to the supervisor or foreman. gfd meets the standard, and the "three belts" with him are complete. 11 minutes before the shift staff comes off work, the shift staff will hand over the work, and the shift staff will explain the work situation and relevant matters needing attention to the successor, especially the guest's dining situation and the guest's needs. After the two parties sign the Work Handover and Duty Watch, the shift staff will leave the post. 2. Goods handover: The handover staff will set the table in the work area. Service supplies should be counted and handed over to successors, and written records should be made on the Work Handover and Duty Table. 3. Handover records: both parties must carefully and truly fill in the Work Handover and Duty Table, reflecting the situation of guests, restaurant facilities and appliances at that time, and successors should reflect this work 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 it up. Make the countertop complete and sanitary. There are no bottles, garbage and other items in the restaurant. All items are placed in an orderly manner. Turn off all electrical switches, check whether there are any potential safety hazards, and then hand over to the security guards on duty. Make a handover record. The restaurant staff will leave their posts and get off work. The fast food restaurant will hand over to the night shift staff. When lunch is near the end, the manager on duty should hand over the work to the relevant personnel. During the period of entering the duty state, we should pay attention to the supervision of the later service, deal with the dissatisfaction or complaints of the guests in time, report the problems that cannot be solved immediately to the superiors, record the telephone reservation and the overtime work of the employees, check the water and electricity shutdown and the operation of the facilities and equipment after the guests leave the store, fill in the duty record after the duty and make a good handover with the successors. The compensation system for the damaged tableware of the guests in order to save costs better, To control the loss of tableware and reduce the loss of the hotel, the system is formulated as follows: compensation: 1. If the guest damages the tableware during the meal, he should pay compensation. 2. The waiter should change the new tableware for the guest in time and clean up the scene quickly. 3. Tell the guest politely that he needs compensation. If the guest or host should take care of the guest's face, he should tell the guest politely at an appropriate time. 4. When the guest has no objection, inform the bar of the number, name and compensation price of the damaged tableware in time. Room number or guest's name (table number). The compensation amount shall be implemented according to financial regulations, generally 1.21% of the purchase price. After the meal is closed, it shall be reported to the head waiter for registration and application for new tableware. Free compensation: 1. If the guest is an old customer, it can be exempted from compensation. 2. If the guest refuses to compensate, it can be exempted from compensation. 3. When the broken tableware is below 5 yuan, the head waiter has the right to be exempted from compensation. 11 yuan, the supervisor has the right to waive compensation; When 31 yuan is below, the manager has the right to avoid compensation; 51 yuan should be reported to the general manager. 4. The principle of free compensation is to adhere to the interests of the hotel, take care of the guests' face, and make better compensation; Finally, both parties are satisfied. Register immediately, fill in the claim-free form, appear in the form of deduction on the bill, and it will 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 their sense of love for shops, and save hotel expenses, the system is formulated as follows: Compensation: 1. Employees who accidentally damage tableware at work should immediately report to the foreman for recording and applying for tableware. At this time, it is not necessary to compensate immediately, but the end of the month can be recorded first, and a one-time compensation can be made according to the tableware loss rate. 2. If employees intentionally (because of their bad working attitude) damage tableware items, the foreman has the right to open a compensation form on the spot. The amount of compensation is one time of the purchase price. 3. All compensation is reported to the restaurant and finance in the form of fines, and records are made. 4. The supervisor shall sign and approve the compensation amount below RMB 11; The following restaurant managers in 51 yuan sign and approve; The manager of the department above 51 yuan signs and approves .5, the tableware loss rate is distributed to each floor team in proportion, and the floor team within the loss is counted at the end of the month, so employees may not be punished. If the loss rate is exceeded, compensation will be made according to the purchase price of tableware. 6, the tableware loss rate of the floor team will be punished equally according to the purchase price, and the management personnel will be jointly and severally liable. Reward: 1, if the tableware loss rate of the floor team is within the control range, The income from daily punishment of tableware is used to reward the staff who keep the tableware well, and awarded the title of "Angel of Love Shop". 2. The hotel rewards the floor-saving team according to 51% of the tableware loss rate. 3. The mobile red flag of "Love Shop Home" is evaluated every month. Washing: After the guests leave, the waiter sends all the tableware except glassware to the washing room, receives the same amount of tableware, and fills in the delivery form. Or he goes to the washing room to receive the same amount the next day. The washing room is responsible for keeping and cleaning all the tableware. The floor foreman is responsible for assisting in the distribution. Inventory: 1. The Stewardship Department and the Restaurant Department make an inventory once every half month to analyze the reasons for the loss of tableware and reduce the loss of tableware. 2. The Finance Department supervises the inventory once a month. 3. Each team and department sets up a detailed list of tableware recipients and an inventory table. Compensation: 1. The foreman issues a compensation form, which takes effect after the supervisor signs it and submits it to the manager for review. In triplicate (. Personnel) 2 copies each, the responsible person shall compensate for the damage caused by personal reasons, the guest shall compensate for the damage, and the manager must agree to exempt the compensation. 3. For the damage and loss caused by unknown reasons, the team of each department shall compensate equally, and if it is controlled within the loss rate, it can be exempted from compensation. Analyze the causes of the damage and loss every month, reasonably control it, reduce the loss and reduce the cost. Rewards: 1. Reward and praise the outstanding team of tableware management, and popularize the experience. Criticize and punish the team that exceeds the loss rate. Suggestions: 1. If the washing room adopts mechanical washing and dishwasher, all tableware can be washed in a unified way. 2. If the washing room adopts manual washing, the workload of unified washing is too large, and the tableware is easy to be damaged, so it is not suitable to use unified washing. Classification of unqualified service in restaurants Purpose: To identify the items that need attention in view of the unqualified phenomena in the work of waiters in various positions in restaurants, So as to reduce the occurrence of unqualified items. Scope: used in the classification of various positions in the catering department: it can be divided into general unqualified items and serious unqualified items according to nature: 1. gfd does not meet the specifications, and eats off-flavor food before taking up his post. 2. He does not meet the norms of courtesy and etiquette, and his polite words are not in place, and his standing, walking and gestures do not meet the physical requirements. 3. He does not accurately understand the guests' intentions at work. Inaccurate or untimely service. 4. Mistakes in cooperation with collaborators affect the guests' dining. 5. Items (tableware trays, etc.) fall during the meal service, which affects the guests' dining. 6. Inappropriate hand-held lighter during the meal, untimely cigarette lighting service. 7. Inappropriate pouring service (drinks, tea, drinks), untimely ashtray, dish replacement and other services. Don't draw menus, etc. Simplify the behavior of serving procedures. 9. Call service appears during meals. 11. After-meal improvement work is not in place, and the standard of seeing off guests is not implemented. The reception is not timely (the reception is not finished more than 1 minutes after the guest leaves), the power supply is not turned off in time, etc. 11. The guest is dissatisfied due to service skills. 12. The guest information is not carefully collected. Serious nonconformities: 1. The guest complains due to poor service attitude. 2. The guest complains due to poor service skills. 3. The guest complains due to the restaurant environment or equipment. 4. The guest refuses to serve during normal business hours. Unauthorized alteration of bills or attempts to take cash and securities from guests or hotels by other means. 6. Those who refuse to hand in the drinks and articles of the guests without permission, those who fail to hand in the articles left by the guests. 7. Any fraudulent behavior at work. 8. Any other guest complaints caused by restaurant personnel. 9. Guest complaints caused by improper sales promotion. 11. General nonconformities are not corrected after the second inspection, and they are upgraded to serious nonconformities.