Basic scheme of modern catering enterprise management mode
A modern catering management mode that integrates modern industrial enterprise management with traditional catering management; It is embodied in the catering management mode with modern information technology as the leading factor, target management as the result, total quality management as the basis and standardized management as the means.
Features:
1. Put an end to the running, running, dripping and leaking of traditional catering industry;
2. The simplification of operation can directly reduce the comprehensive cost;
3. Change the traditional way of catering industry to improve labor productivity;
4. The unique professional discipline can make employees only for our use;
5. reserved job type-clone port of enterprise.
Modern catering enterprise information management system solution (including the application of modern catering software and network engineering)
Features:
1. Ultra-low hardware equipment requirements, which can save nearly 61% of investment funds; 2. Full-function modules are provided at one time without upgrading; 3. Excellent reliability and safety; 4. The unique manager monitors the performance in real time.
modern catering enterprise rules and regulations copy system
1, enterprise organizational structure subsystem; 2. Employee handbook subsystem; 3. Responsibility subsystem of department managers; 4. Department health management and supervision subsystem; 5. Emergency handling subsystem; 6, safety/fire management subsystem; 7, department post standardization service/operating procedures subsystem; 8, supervision and assessment management subsystem.
the kitchen is the core of the catering industry, and it is the important place of production. It directly determines the rise and fall of the hotel, life and death. It takes years of accumulation and huge investment to establish a corporate image and create a famous brand enterprise. There must be detailed management regulations and excellent management team to achieve unified standards, specifications and procedures, improve work efficiency, reduce costs, ensure food standards and quality, improve service speed, and process and produce kitchen raw materials.
The export of Cantonese chefs has always been the best part of our work. Over the years, relying on the huge human resources of chefs in China, we have successfully provided excellent Cantonese chef export services for many catering enterprises in Tianjin, Anhui, Sichuan, Changsha and other places. Welcome to fully cooperate with local catering enterprises!
Chef export service process
1. Negotiate with enterprises and make kitchen operation plan according to the comprehensive situation of catering units
2. Select the chef according to the business area. Adjust the improvement degree of the main Cantonese cuisine, interspersed with other dishes to suit the tastes of local diners
3. Determine the number of big chefs, small and medium-sized kitchen staff and the total number of kitchen staff
4. Determine the positions of wok, stained board, miscellaneous (steamer), dahe, water table (sashimi), roasted meat and dim sum
5. Negotiate and contract the total salary. Catering enterprises can send people to Shenzhen to inspect the production and operation of managed restaurants
7. Formulate medium and long-term production types, menus, special dishes, comprehensive gross profit margin, cost control, manpower control and target business plan
8. Sign kitchen contract agreement with enterprises
9. Determine the time and details of the chef's personnel in place
11. Consider the kitchen and floor, Full cooperation of marketing
11. Specific implementation of the operation of the kitchen system
Job responsibilities, number of seats
General manager's project analysis, market positioning, overall management and overall planning, and senior management personnel's control
The catering director is responsible for the overall management of the catering department, the communication, connection and coordination between the kitchen and the floor, and works with the chef to develop the products that guests like
. Cost control, ensuring gross profit margin, personnel management, making menus and developing new products
The floor (restaurant) manager is responsible for the management of floor manpower and articles, and the communication with important guests. Feedback the customer's complaints in time
The head chef of the graded chef assists the chef in managing the graded product management
The chef in the kitchen cooks the products produced by the kitchen
The roast chef produces the roasted products
The dim sum chef produces the dim sum products
The floor director assists the floor manager in comprehensively managing the restaurant floor (this position is not required according to the scale of the restaurant)
The floor director assists the floor director in managing the restaurant, the shift and the district. Management and control of the domain
Greeters (clients) accept reservations, allocate rooms, take guests according to procedures, and make daily passenger flow reports
Floor attendants provide services before, during and after meals, furniture, linen, tableware are arranged, and environmental sanitation
Minister Chuan Cai (Ban Di Gel) is familiar with sauces and utensils of all dishes. Control the reasonable pace of serving food
Students provide cigarettes and drinks needed by guests, and receive the goods according to the rules. Make daily sales report
The cloth distributor sends the cloth for washing, counting, receiving and registering, the management of employees' work clothes
Purchasing, warehouse management
Financial (cashier)
Fund management, making reports, warehouse inventory, Control and supervision of the purchase of materials in the kitchen and bar
As the owner of a hotel, you can't understand cooking, but you can't help knowing the contents of this film. The secret of hotel training, situational TV teaching film, the secret of restaurant business prosperity, and the ingenious means of promotion to make profits
Content Description:
In today's fierce competition in the catering industry, can the business prosper only by luxurious decoration? This film is an effective assistant to effectively enhance the competitiveness of hotels by relying on "a large amount of food". From "welcoming guests into the hall" to "checking out guests", from "handling difficult problems" to "correctly handling complaints", from "management of Chinese kitchen" to "matters needing attention in delivering meals" are all clearly, accurately and meticulously pointed out.
form and characteristics: this film vividly, vividly and intuitively shows the operation procedures of the whole restaurant in the form of the host's explanation combined with situational pictures, which makes this film very visible and operable, and is an indispensable visual teaching material for hotel managers to conduct comprehensive, systematic and standardized training for all positions.
introduction of the first episode
1. the organization and work content of the catering department.
2. Responsibilities of catering department: catering department manager, restaurant manager, restaurant foreman, bar foreman, delivery department manager, Chinese chef, etc. The responsibilities of each department.
introduction to the second episode
1. job responsibilities of western food department: chef of western food, head chef of western food pastry, pastry chef of western food, manager of catering department, dishwasher, etc. 2. quality requirements of employees of catering department 3. at least quality requirements of service personnel of catering department
(1) preparation; (2) welcoming guests into the hall; (3) guiding guests to their seats ... Standardize service
● How to serve and remove dishes ● Three lightness: walking, talking and operating ● Four diligence: eye diligence, mouth diligence, hand diligence, leg diligence ...
Second, deal with general difficult problems
● Guests feel unwell ● Guests keep asking for wine ● Guests damage tableware ● Soup spilled on their clothes ● Guests lose their belongings ... Treat and handle the complaints of guests correctly
● Restaurant service personnel must master basic operating skills
1. Tray 2. Setting the table ● Setting the table for Chinese food ● Setting the table for scattered seats ● Setting the table for group meals ...
Introduction to the fourth episode
1. Setting the table for western food-setting the table for snacks
● Setting the table for banquets ● Setting the table for western food
Chinese restaurant service procedures
(1) pre-meal preparation procedures
(2) dinner service procedures
● Go to the menu ● Have a meal ● See off guests
(5) Western restaurant service procedures
● Pre-meal preparation ...
(6) coffee shop service procedures ...
(7) Breakfast service procedures:
● Dinner service procedures IX. Working procedures of bar service X. Working procedures of room service
As usual, what customers need when they first enter the door is a kind greeting with a smile and a nod, not a "welcome" like soldiers lining up to shout "Long live"; What is needed next is that the guests quietly appreciate, consider and choose the menu (or optional raw materials); The most unbearable thing is that there is a kind of interference, sales promotion and self-righteous pressure around you; The last thing I want to see is that at the moment when I really seek service, I have to shout and wave before I can respond. After the response, it's no good, it's impossible, and with a long list of explanations, the service that the guests need is still unavailable. If you want to respect customers, you will understand that they have vision, sense of smell, judgment, their own habits and appreciation level, and maybe there are experts. Those two things from the general manager to the waiter may be just the eyes of a well frog. If we really treat the guests from five continents and four oceans with humanistic thinking, the service of our hotels and restaurants will not think that everyone in the world drinks hot soup, but will think that many overseas visitors (including Chinese) will prepare ice water and ice all the year round. ?
On another occasion, the author and several overseas Chinese friends went to the air bar of a five-star hotel managed by a famous foreign management group in Pudong, Shanghai. On that day, everyone was dressed casually and wore jeans. The waiters obviously preferred to do business with westerners and looked down on China people with yellow skin. (These waiters are also very enthusiastic about blacks. You know, many blacks have far less money in their pockets than our overseas Chinese, and they discriminate against their own nationalities, which is rare among all ethnic groups in the world. As soon as we entered, the pretty waitress rudely threw us a wine list in English, which was no problem. We could understand it, but I felt that her attitude was very uncomfortable, as if her service was not designed for us. I ordered four cups of coffee, and the coffee was not too hot. We told her that she left without any response. A cup of coffee costs 45 yuan, and the bartender's indifferent service actually damages the global famous brand of this hotel. ?
2. Household. Looking back a decade or two ago, the conditions of star-rated hotels were much higher than those of ordinary people and even some leading cadres. If you can spend money in star-rated hotels, it can be described as "luxury enjoyment". But now, people's living standards have improved, and the status of star-rated hotels as "idols" in people's minds has disappeared. The author has repeatedly come into contact with local middle-income civilians in coastal areas, and proudly said that the level of home decoration has reached at least three-star level. Faced with this situation, it is time for hotel decoration to think backwards-how to make the living environment of hotels keep up with the avant-garde pace of domestic family environment. To make a simple comparison, the standard rooms in mid-range hotels are very outdated now. How to decorate the wall? Paint or wallpaper? How about color contrast? What style is the room (even "emotional appeal"), is it simple, lively or elegant? Is it classic, avant-garde or advocating nature? With what furniture? How does the light illuminate? How to arrange direct lighting and indirect lighting? How to arrange and decorate the bathroom? And so on, as long as you choose a well-decorated home to compare, the gap is obvious.
3. Affection. From the emotionalization of employees' clothing, language and manners to the hospitality of facilities and supplies, it is a manifestation of hotel affection. In terms of clothing, generally speaking, hotel clothing in China is too monotonous and tends to be uniform. Foreign hotels have paid attention to the development of casual clothes and color. In China, from the economic hotels such as Home Inn in Beijing to the five-star Zhuhai Resort Hotel in the south, the clothing of front-line employees has been boldly reformed: colorful Hawaiian shirts, light blue casual pants and white soft-soled leather shoes. The difference between casual clothes and uniforms has suddenly narrowed the distance between hotels and guests. Of course, the clothing design principles of hotel employees should be consistent with the market positioning of the hotel. For high-end business hotels or restaurants providing services for formal banquets, employees' clothing must be solemn and show their temperament. ?
language is even more problematic. Hotel services in the north and south of the Yangtze River frequently repeat a few extremely limited words such as "welcome", "please", "sorry", "excuse me" and "goodbye". The most extreme example happened in a four-star hotel. During an hour-long meal, the waiter only said "I'm sorry" from beginning to end. In a series of services such as handing towels, changing bone plates, ashtray, serving dishes and pouring tea, he repeatedly said "I'm sorry" to the author. Such poor "politeness" made the meal delicious. The waiters are obviously trained, but their service effect is far from ideal. ?
Language is the most important form and channel of emotional communication. In addition to standardized polite language, employees should be encouraged to communicate with guests in appropriate language. The waiter should not only be able to answer questions, but also try to figure out the preferences, pursuits and intentions of the guests from their inquiries. Such communication has injected emotional factors. ?
an example is very illustrative: in an upscale restaurant, a waiter carrying a basket to change towels for guests at various tables kept working diligently. When he came to a guest, the guest thought he changed it too often and said wearily, "I haven't used my towel, don't change it!" " The tone is a little harsh. But he didn't mind, and replied softly: change a hot wipe, comfortable! "A kind word made the guests turn from light to happy and thanked them. This is the role of emotional language. ?
If we want to give our guests a sense of closeness, we should not set "boundaries" and "forbidden areas" for service languages. All languages that do not violate the principles of civilization should be allowed to be freely used by employees. Hotel managers should abandon the traditional training framework and rethink the service language of hotels. I don't think what language I can speak and what language I can't speak; Instead, we should consider it from the standpoint of the guests-say whatever makes the guests satisfied and happy. Some restaurants no longer use the "welcome" formula when guests arrive, but greet them with a smile and say, "You're home! Sit down and rest first! " When the guest left the store, he said with deep affection, "Be sure to go home often and look around, and care about us!" This kindness actually brought tears to some guests' eyes. ?
Material goods can also convey feelings to guests. For example, the restaurant of a high-end hotel in Shanghai put national flags on the windowsill, which is not just a decoration. If a guest comes to a restaurant with his friends from Britain, France, Italy and Russia, the waiter will take the initiative to ask the nationality of the guest, and when they are seated, four national flags have been placed. Guests usually laugh out loud-they have been away from their country for several weeks, and of course they are very happy when they suddenly see the national flag.
the speed of serving should not be controlled quickly or slowly
the first dish of the banquet should be served in 6 minutes, and the first hot dish should be served in 8 minutes, without using spoiled raw materials or giving guests spoiled food. Spare parts, furniture, tableware, wine sets, tea sets, etc. are guaranteed to be free of dirt
No more than two cigarette butts in the ashtray
(1) Courtesy
Courtesy refers to