Personal Work Summary of Hotel Catering Department (5 highlights)

Summary is a written material for a comprehensive and systematic review and analysis of the study, work or its completion in a period. Writing a summary is conducive to improving our study and work ability, so let's write a summary. So how do you write the summary in a new way? The following is a summary of my personal work in the hotel catering department, which I helped you organize. Welcome to share.

personal work summary of the hotel's food and beverage department 1

Time flies, and I have been working in the food and beverage department of X Hotel for one year in a blink of an eye. According to the work arrangement of the food and beverage manager, I am mainly responsible for the daily operation of the restaurants, bars and stewards of the department and the training of the department. Now I will make a summary report on the work carried out this year and briefly outline my work plan for XX.

as an internationally renowned brand hotel, the operation and management of the food and beverage department is very mature, with a high market reputation. After xx years of management experience, it has formed its own management style, and it is difficult to make a breakthrough in service management and training. After joining the job, according to the actual situation of the food and beverage department, I put forward the management goal and slogan of "building an excellent service team", aiming at improving the overall service level and establishing a good industry image. Since I joined the company for one year, I have mainly carried out the following work:

1. Strengthening the construction of service quality project with improving service quality as the core

The construction of catering service quality is a huge systematic project, which is a comprehensive embodiment of catering management strength. In 21xx, I carried out the following work in the daily management and service quality construction of various operating departments:

1. Writing operating procedures, Improve the service quality

According to the actual operation conditions of various departments in the catering department, we have compiled the Operating Specifications for Banquet Service, Qingyeting Service, Western Restaurant Service, Bar Service and Stewardship Service. Unify the service standards of all departments, establish standards and basis for training, inspection, supervision and assessment of all departments, and standardize the service operation of employees. At the same time, according to the service requirements of the VIP room, the service reception process of the VIP room is compiled, which makes clear and detailed provisions from the aspects of client reception, language requirements, dinner service, wine promotion, hygiene standards, article preparation, environmental layout, audio-visual effect, energy saving and so on, which promotes the service quality of the VIP room.

2. Strengthen on-site supervision and ambulatory management

On-site supervision and ambulatory management are important forms of catering management. I insist on allocating management time according to the principle of "28" during the shift (81% of the time is spent at the management site, and 21% of the time is spent at the management summary), and directly participate in on-site service, give timely corrections and prompts to the problems on the spot, record typical problems, and reflect them to the heads of various departments to analyze the root causes of the problems.

3. Compile the overall practical plan of wedding banquet to improve the quality of wedding banquet service

Banquet service department is a brand project of the hotel. In order to further improve the quality of wedding banquet service, the overall practical plan of wedding banquet service was compiled, which further standardized the operation process and service standards of wedding banquet service, highlighted the atmosphere of the wedding scene, and invited the human resources department to conduct special training for the wedding emcee, making the emcee more distinctive and promoting the reputation of the wedding banquet market.

4. Hold special service meetings regularly to discuss the problems existing in service.

Good service quality is the core of catering competitiveness. In order to ensure service quality, improve service management level and customer satisfaction, the last day of each month is designated as service quality seminar day, which is attended by 4-5 level managers of various restaurants to analyze the service status of each restaurant in that month, review service quality, share management experience, analyze typical cases and find out the root causes of problems. At the seminar, restaurants learn from each other, and the participants actively participate, express their opinions, dare to face problems and take responsibility, thus avoiding the recurrence of the same service quality problems in the management process. This form of discussion provides a platform for restaurant managers to exchange management experience and plays a positive role in ensuring and improving service quality.

5. Establish a restaurant case collection system to reduce the probability of customer complaints

This year, the Food and Beverage Department implemented a restaurant case collection system to collect customers' complaints about service quality and product quality, which is an important basis for improving management and evaluating the management level of managers in various departments. Restaurant managers analyzed and summarized the collected cases and came up with solutions to the problems, making management more targeted and reducing the probability of customer complaints.

second, organize the first service skills competition to show the service skills of the food and beverage department

In order to cooperate with the xx anniversary celebration of the hotel, the food and beverage department organized the first catering service skills and catering knowledge competition in restaurants in August, and compiled the practical operation plan of the competition. After more than one month of preparation and preliminaries, with the strong support of the human resources department and the administrative department, it was successful, affirmed by the superior leaders, and fully demonstrated the catering department's skilled service skills and excellent basic skills.

Third, carry out employee training at all levels to improve the overall quality of employees

This year, * * * carried out 15 trainings, including 3 service skills trainings, 3 induction trainings for newcomers, and 9 special trainings. The curriculum ideas and main contents are as follows:

1. Expand management ideas, Broaden industry horizons

Most middle-level managers in restaurants are gradually promoted by lower-level employees (some managers have been working in the same position for four or five years), and their management horizons are relatively narrow. In order to strengthen their management awareness and expand their industry horizons and professional knowledge, seven catering professional knowledge trainings were set up for middle-level managers this year, the main contents of which are Customer Satisfaction Management, Catering Marketing Knowledge 1, Catering Marketing Knowledge 2 and Catering Marketing Knowledge 2. The setting of these courses has a positive effect on expanding the management ideas, catering professional knowledge and industry vision of middle-level managers, alleviating various contradictions and conflicts in the management process and enhancing the feelings between employees and employees and customers.

2. Cultivate employees' service awareness and improve their comprehensive quality

In order to cultivate employees' service awareness and improve their comprehensive quality, this year, we have carried out trainings such as Catering Service Awareness Training, Employee Mentality Training, Five Practices for Service Personnel, Employee Etiquette and Politeness, and Wine Knowledge. These training courses have enabled grassroots service personnel to improve their service awareness, service mentality and knowledge.

3. Carry out service skill training to improve the service level of VIP rooms

In order to improve the service reception capacity of VIP rooms, we have carried out "VIP Room Service Reception Skills Training" and "Restaurant Ordering Skills Training", analyzed and explained the problems in service reception in the form of case analysis and demonstration, and demonstrated the standardized service, marketing skills and humanized service in practice, which improved the service quality of VIP rooms.

4. Adjust the students' transition mentality and quickly integrate into the catering team

As an important part of the staff in the catering department, whether interns can quickly integrate into the team and adjust their transition mentality will directly affect the quality of catering services and team building. According to the characteristics of interns and their entry conditions, this year, * * * has carried out three special trainings on how to transform from campus people to enterprise people, with the aim of adjusting students' mentality, facing up to the role transformation and understanding the characteristics of catering industry. The setting of this course makes students fully prepared psychologically, alleviates the dissatisfaction caused by the unsuitable role change, and accelerates the pace of integration into the catering team.

5. The purpose of developing practical courses

training is to improve work efficiency and make management more standardized and effective. In July, the course "Execution" was developed according to the phenomenon that the management of restaurants did not perform well, which made managers fundamentally realize that "a good system requires good execution", and combined with the specific performance of insufficient execution of restaurants and the implementation of execution by advanced enterprises in the same industry, it was analyzed in the form of case analysis, which made managers realize the important truth that "without execution, there is no competitiveness", and managers at all levels had a new understanding and understanding of execution.

IV. Problems and deficiencies

Although the work of this year has been completed as planned, the quality of the work has not been done enough. As far as the operation and training of the department are concerned, it is mainly manifested in the following aspects:

1. Insufficient management, uneven efforts and weak links

The management of some sensitive issues in the management process is weak, and the repeated service quality problems cannot be hit the nail on the head. At the same time, the main focus is on the quality of floor service, which weakens the management of the housekeeping department and the wine department.

2. There are not enough interactive links in training

There are not many interactive links in the training process, and there are fewer opportunities for employees to participate, which reduces the vitality and vitality of the classroom.

3. The course capacity is too large, the teaching progress is too fast, and the speaking speed is too fast

The catering professional knowledge course is too large, and the training progress is too fast and the speaking speed is too fast, which makes the trainees unable to pay close attention to the training content and weakens the training effect of this part of the course. Summary of Personal Work in Hotel Catering Department 2

Time flies, time flies, and a new year is coming in a blink of an eye. It has been more than ten months since the leaders of the group, company and hotel entrusted me to work in Jindu Oasis Catering Department. With the care and support of hotel leaders and the great help of brother departments, I cooperated with all the staff of the Food and Beverage Department to conscientiously do all the tasks assigned by the hotel, and worked together with the staff for an extraordinary 21 years. Here, I report on my work this year as follows:

1. Strive for development in spite of difficulties, strive to increase turnover

1. The iron camp and the flowing soldiers have great mobility for the staff of the Food and Beverage Department, and the staff have been updated since October. Both managers and waiters are short of staff, so a deputy manager, a supervisor and a foreman are selected from the old employees, and a new leadership team is formed. When the old and new employees alternate, a new training plan is formulated, targeted training is carried out, with the old bringing the new and the Belt and Road method, so that new employees can adapt to the environment and work as soon as possible.

2. since March, we have expanded our business scope, started to receive tourists for meals, worked out detailed reception plans and menus, and trained employees on group meals, invited more than 21 well-known travel agencies in the city to visit the store, analyzed this year's tourism market, publicized the hotel's environmental advantages, proximity to the expressway, convenient transportation and other geographical advantages, and formulated a standard and more than two menus, which expanded the choice range of travel agency guests. When the peak season came, In view of the inaccurate and late arrival time of tourists, the business hours have been extended so that tourists can have meals on arrival. We have also done a lot of publicity on the Internet, joined X travel network groups, and released photos and menus of hotel reception sites to X travel agencies, which has played a good publicity role. This year, the tourism in our city is far less than last year, and the passenger flow has dropped by more than x% compared with last year. We have just received group meals, but we have also achieved certain results. * * * Received overseas tourists from 12 countries, including xx, with more than X person-times, and domestic tourists with more than X person-times, and established long-term cooperative relations with more than X travel agencies in the city and 3 travel agencies outside the province, laying a good foundation for group meal reception next year.

2. Pay attention to the internal service quality and adjust the chef strength of the production department

1. In April, the chef strength was changed, and the dishes were changed, and the marketing ideas of the dishes were changed

2. Pay close attention to the service quality, pay attention to the ideological quality education, and the managers increased the service follow-up to stimulate the enthusiasm of the employees. In August, the quality service month was held, which enhanced the enthusiasm of the waiters, strengthened the initiative service and humanity service. Xx two catering "service stars", in terms of ideological education, take the story of _ collecting money as an example, and declare that the hotel has given economic rewards to promote the enthusiasm of employees and improve their ideological quality.

Third, adjust the post arrangement of staff, reduce staff expenses and reduce operating costs

In view of the unstable reception passenger flow of the hotel, the internal staff have also been relatively adjusted. Originally, the food preparation and delivery staff, each with his own responsibilities, lacked the spirit of unity and cooperation. Together with Hou Yanling, the head waiter of food preparation, the staff were readjusted according to the reception situation, and they were not fixed in one post. According to the serving time and the closing situation, The staff for preparing meals on the X floor should be adjusted at any time, and the staff should be centralized to close the table, and the permanent food delivery staff on the first floor should be evacuated to deliver the staple food directly to the food ladder to the next floor to prepare meals, and the staff should be temporarily arranged to connect the tableware ladder, thus greatly reducing the waste of personnel, saving X people compared with the original staff for preparing meals, reducing the original staff from X people to X people in the dishwashing room, and saving X people in the food preparation and disinfection room under the guarantee of normal reception, and saving more than X yuan per month.

In linen management and hall area sanitation, the daily cleaning staff are arranged with one person holding two jobs and multiple jobs, which reduces the personnel cost and improves the work efficiency.

Taking advantage of the existing superior environment, we focused on improving the reception level of wedding banquets, and launched all-staff sales, so that wedding banquets accounted for a large proportion of operating income, including receiving four high-end wedding banquets, cooperating with large well-known wedding companies in Beijing, and cooperating with * * * to arrange high-end weddings, which was the first in our city, which increased economic benefits for the hotel and also played a good publicity role.

Fourth, add business items with the change of seasons

When winter comes and the catering season is off-season, according to the hotel's business requirements, expand business, set up Jindu Hall on the third floor as a shabu-shabu restaurant, and add a traditional charcoal hotpot for instant-boiled mutton, so as to increase business income.

In the past year, there were many inadequacies in work, such as comprehensive requirements for employees, insufficient rewards and punishments, lack of initiative in service and lack of marketing knowledge. At the arrival of the new year, we should correct the shortcomings, start from ourselves, strictly grasp the training work, expand the marketing scope, learn the marketing knowledge, improve the service quality,

focus on the quality control of meals, improve the hygiene standards, and put a brand-new service concept into the work of 21xx.

I wish the Group and its branches a new year in by going up one flight of stairs, and all the leaders and colleagues have a new atmosphere and a new arrival in the New Year! Personal Work Summary of Hotel Catering Department 3

A new year and a new atmosphere have quietly appeared in xx year. For the whole catering department, there are many aspects that need to be improved and learned in the coming year. In the new year, we will be more strict with ourselves, and in the future work, we will keep making progress and learning to enrich our knowledge and experience. Do things.