Time flies, and the hard work has come to an end. During this time, I believe everyone is facing many challenges and has gained a lot of growth. Let's make a work summary. Then the question is coming, how to write the work summary? The following is a summary of the work of catering waiters I collected for you (5 selected articles), hoping to help you. 1
A year's trip to Qiu Lai in the spring is about to pass. I think that as a qualified employee in the catering industry, you need to have certain basic skills and qualities, which are summarized as follows:
First, you should be ready to serve the guests at any time
That is to say, it is not enough to have a sense of service only, and you must be prepared in advance. Preparation includes mental preparation and behavior preparation, which must be done well in advance. For example, before the guests arrive, make all the preparations well and be in a state of being ready to serve them without being in a hurry.
second, smile
in the daily operation of catering, every employee is required to treat guests with a sincere smile, which should not be affected by time, place, mood and other factors, nor be restricted by conditions. Smile is the most vivid, concise and direct welcome word.
Third, paying attention means treating every guest as a "god" without neglecting the guests.
Employees sometimes tend to ignore this link and even have negative service phenomena. This is because employees see that they dress casually, spend less, and feel no style. In real life, the richer people are, the more casual they are about clothes, because they are confident. And clothes can't represent the wealth at all. In this link, we must not judge a person by his appearance, but ignore the subtle service. We should pay attention to and treat every guest well and let them spend willingly. We should remember that "guests are our parents".
4. Sincerity and hospitality are the virtues of the Chinese nation
When guests leave, employees should sincerely invite them to come again through appropriate language, so as to leave a deep impression on them. Nowadays, the competition is service competition and quality competition, especially in the catering industry. The importance of service is self-evident. We must use all kinds of high-quality services to form our own service advantages in order to create higher customer satisfaction in the fierce market competition and make catering invincible!
5. Exquisiteness
It is mainly manifested in being good at observing, guessing the psychology of the guests, predicting the needs of the guests, and providing services in time. Even before the guests ask for it, we can do it for them, making them feel more cordial. This is what we call advanced consciousness.
VI. Creating
To create a warm atmosphere for the guests, the key lies in emphasizing the environmental layout and friendly attitude before service, mastering the guests' hobbies and characteristics, creating a "home" feeling for the guests, and making them feel that eating in a restaurant is just like returning home.
VII. Proficiency, requiring employees to be proficient in every aspect of their work and to be as perfect as possible
Employees should be familiar with their own business work and various systems and improve their service skills and skills. "A journey of a thousand miles begins with a single step". If you want to master your business, you must have a good training class, and constantly sum up your experience in actual operation, learn from each other's strong points, so that you can be expert in many functions and be comfortable in service, which plays an important role in improving the service quality and work efficiency of catering, reducing costs and enhancing competitiveness. Summary of catering waiter's work 2
Finally, it's time to practice. I learned from my seniors that there was an internship in the first half of my junior year a long time ago. At that time, I was eagerly looking forward to this day, because everyone could no longer stand the cramming teaching around the clock, although I learned from my seniors that the internship was not as happy as I thought. Based on my overall plan, I decided to choose a hotel for my internship, and after drawing lots, I chose a five-star hotel, which is an ideal hotel I hope to know and learn. This is the only five-star hotel in Nanning-Mingyuan Xindu Hotel, whose name is well-known to Nanning residents and even to Guangxi as a whole. Coincidentally, Mr. Chen Xiao, the general manager of this hotel, made a report in our school at the invitation, only to learn that Mingyuan Xindu Hotel was built in 1995 and is a "nine-star" hotel-consisting of a four-star Mingyuan Hotel and a five-star Xindu Hotel. Mr. Chen's report is vivid and powerful, which further stimulates my desire to know more about this hotel-is what they say consistent with what they do? Or is there any problem to be solved? I even began to wonder what I could learn in this hotel?
so what's this hotel like? What is worth learning from? What else needs to be improved? How does it feel to me? Then listen to me slowly.
Part I: The catering department of Mingyuan Xindu is roughly divided into the following departments: Chinese food department (including Guangdong Xuan, multifunctional hall and 6 boxes), western food department (including garden restaurant and cafeteria) and wine department (including lobby bar, Leyi bar, Chinese food bar, western food bar and buffet bar). We are divided into three groups, in different departments, and change departments every 21 days, so that we can have a more comprehensive understanding of the service, sales and management of the whole catering industry. This practice of the hotel makes us feel quite satisfied, which is exactly what we want.
four people in our group were first assigned to the Chinese restaurant-"this is the hardest department in the hotel catering department!" " Before we started working, we heard someone telling us this in private. It seems that I really have to be mentally prepared!
the work of Chinese restaurants is really like what the predecessors said-"hard work!" " The hotel has not set its own job responsibilities and job descriptions for the waiters, although this is the most critical link in human resource management of modern enterprises. In the employees' impression, their job is to listen to the tasks assigned by the foreman every day, ready to listen to the leadership, and there is no fixed job, or the waiters can do anything as long as necessary! Setting the table, folding the cloth, passing the food, serving the food, and removing the table have to be part-time handymen. What dirty, heavy and tiring jobs such as carrying tables and chairs and laying carpets are all our male waiters' jobs. What is even more incomprehensible is that the working hours of the hotel are 9 hours, and there are about 1 hours overtime every day (no overtime pay). I don't know if this work and rest system violates the Labor Law, but as a flesh and blood person, everyone has his own minimum bottom line, because after all, a person is not a machine and can be used at will. The first three days at work were really painful. Besides working or working every day, my feet were the most wronged. Standing for 9 hours every day caused serious protests on my feet. The first thing I did after work was to find a place to sit down and have a rest. The gap between desirable humanized management and cruel reality can be seen from this.
Another thing that embarrassed me was that the uniform of the waiter in Guangdong Xuan was really simple. Because the hotel didn't have any spare clothes for a "tall and powerful" boy like me to wear, they simply asked me to wear trousers and a white shirt, and even a vest and a bow tie were omitted. This dress made me almost the same as a waiter and a guest, so that once I was preparing to provide services for a meeting, I was greeted by a guest who was thought to be attending the meeting by the other party.
employees represent the image of the whole hotel, which is a very important aspect in hotel vi design. Good employee uniforms can not only make employees more energetic and improve work efficiency, but also reflect an internal culture of an enterprise. An enterprise without culture, like a person without a soul, is just a walking corpse. How can an enterprise without morale benefit?
But what makes me happy is that most of the hotel employees are so warm and friendly. They are not cold and blunt to us because we are interns. When we are tired, a sweet smile from our colleagues and a common "hard work" will make people move. It seems that the employees themselves can best understand everyone's mood, because they can look at the problem from their own perspective, because they are telling "the hearts of ordinary people." This is also one of the qualities that the hotel's top leaders lack most!
food tasting assessment. The hotel requires the chefs in the restaurant to create several new dishes every week or at least every other week, and the store-level leaders and managers of relevant departments will try to score the dishes, assess the chef's professional level, and at the same time suggest to promote the new dishes that are basically satisfactory. Over the past six months, the restaurant * * * has introduced more than a few new dishes, among which, iron plate ribs dumplings, spicy beef tendon, drunken chicken with Chinese flavor, fresh game, blue beans mixed with golden mushrooms and so on have been widely recognized by diners. In addition, the chefs with excellent assessment are commended and encouraged, and the chefs with poor business skills are required to be replaced in time.
in addition, the restaurant cooperates with the hotel, and receives many important guests throughout the year, with several tables and about person-times. The service reception of the restaurant has been basically affirmed and praised by the hotel and superior leaders.
Focus on customers, do a good job in property management
1. Sell houses patiently. For example, the property management department rents Room 3322, and the owner is a travel agency, and he is just in the stage of starting a business. In order to reduce capital investment, he wants to rent a room with a slightly smaller area but a good location at a glance, so they took a fancy to Room 3322, which is very suitable for an area of nearly 18 square meters from Taikou. However, this room has been reserved by other guests. They stayed in the property department all day. Later, the property department took pains to introduce them to other rooms. After more than two days of continuous work, they rented Room 3346, which is 21 square meters larger than Room 3322. Thanks to the hard work of all the staff in the property department, the occupancy rate of the office reached%, exceeding the level of the same period last year.
2. After-sales service. When summer comes, the air conditioner doesn't cool, complain; The roof is leaking, complain; I found that someone used the company's supplies privately and automatically, and complained; When winter comes, the heating is not hot, complain; Even if there is a stool missing in the bathroom, you have to complain. Whenever the property department receives a complaint call, it never shirks its responsibility. First, it apologizes to the guests, and then it finds relevant departments to help solve it. After the solution, we should pay a return visit to the customer until it is satisfactory.
3. Call for room charge. It is also difficult to collect the room fee. Some guests don't pay the house fee on time for some reason, and the property department actively urges the account, not only by phone, but also by personally going to the room to collect the room fee every time they pay the fee.
Taking quality as the premise, do a good job in guest room work
1. Morning meeting of teams and groups. In order to ensure the quality and stability of the hotel's basic product "guest room", the housekeeping department has set up a morning meeting system for long-term packages and individual teams according to the hotel's requirements, arranged the work of the day, and standardized the appearance of each employee, so that all employees can be consistent in their thoughts and ensure that all work can be put in place. Summarize last week's work in the weekly meeting of the team, arrange and form words for next week's work, and include the contents of hotel-related documents, which fully embodies the work style of "strict, detailed and practical".
2. Safety inspection. In addition to the establishment of a full-time person in charge of security in the department, the safety knowledge training will be developed into a system throughout the year, reflecting different levels and contents. From the hotel's corresponding preventive measures, emergency handling methods to the inspection requirements of various electrical appliances, the work summary of catering waiters 3
From this catering waiter, I changed my negative idea that working as a catering waiter has no future; I have established the idea of doing what I do and loving what I do, and I understand that whether a person can make a difference lies not in what kind of occupation he is engaged in, but in whether he does his best to do his job well. Have my working will and correct my working attitude; Understand the qualities that a successful waiter should have, so as to enhance my professional awareness, and I am determined to be an ideal, ethical, knowledgeable and disciplined qualified waiter
I have learned the principle of serving guests; Procedures for serving guests; Working rules in service; Banquet dish-making procedure; The skill of tray and the walking pace of end support; Precautions for paving and setting tables; The key point of changing ashtray; Tips for ordering food, writing menu, canceling dishes and selling dishes; Basic methods, procedures and general knowledge of drinking water; Dealing with guest complaints and corresponding skills for service emergencies; Preparations for the opening and closing of the restaurant, as well as various service etiquette, catering hygiene knowledge, fire protection knowledge and so on. It laid the foundation for me to become an excellent waiter.
in this part-time job as a waiter, I have summed up what I need to be an excellent waiter.
Love your job: When you love your job, you will do your job happily and easily. We want people who eat to get health, energy and good service. You may do ordinary work differently. And the people that enterprises need most are people who love their jobs.
Get familiar with work standards and methods quickly: In order to win the fierce competition for our own enterprise and ourselves, we must be able to put into work and be competent as soon as possible to improve work efficiency.
Be diligent: Food and beverage work is mainly at hand, usually not too heavy, and it will not be exhausted if you do more. So we should be diligent in our legs, eyes, hands and hearts. Take the initiative to work, take the initiative to find a job. The saying "Nothing is difficult in the world" tells a profound truth, as long as you are diligent and successful, the door will be open for you.
Have self-confidence: Compared with money, power and background, self-confidence is the most important thing. Self-confidence can help people overcome all kinds of obstacles and difficulties, and believe that self is the best.
Learn to be a man: To be a man is to be a dedicated, grateful, helpful and ethical person. If you are sincere and do things seriously, your career will be more successful.
duty: to put the interests of the company first and be responsible for my own work; Is responsible for the guests, to bring quality products and services to the guests; It means "respect is absent". Even if no one is supervising you, you will do a good job seriously. This is the performance of your duties.
A normal mind should deal with unfairness in work: there is no absolute fairness in work, and opportunities are always equal in front of hard workers. Without the necessary potential to bear setbacks, how can we provoke the girders in the future?
Team: It is the consistent pursuit of enterprises to play team spirit. The work of catering enterprises is composed of various divisions of labor, which requires the cooperation of team members. Employees and enterprises with team spirit and good cooperation are more successful.
This part-time job 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 leading the way; Doing a little more every day is heading for a bumper harvest; A little progress every day is