Good service quality is the core of catering competitiveness. In order to ensure service quality, improve service management level and improve customer satisfaction, the last day of each month is designated as the service quality seminar day, which is attended by 4-5 managers of various restaurants to analyze the service status of each restaurant in that month, review service quality, share management experience, analyze typical cases, find out the root causes of problems and discuss management. Let me share my experience in catering work with you, and welcome you to refer to it.

Experience of catering work 1

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

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 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? Build an excellent service team? The management objectives and slogans are aimed 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 the strength of catering management. In _ _ _, 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 hotel's 15th anniversary celebration, the Food and Beverage Department organized restaurants to hold the first competition of service skills and catering knowledge in August, and compiled the practical operation plan of the competition. After more than one month of preparation and preliminary competition, with the strong support of the Human Resources Department and the Administration Department, it was successful, affirmed by the superior leaders, and fully demonstrated the catering department's skilled service skills and excellent basic skills.

catering experience 2

Looking back on the past 21__ years, there are many beautiful memories in my mind. With the attention and training of the company, I have made great progress.

As a store manager, I deeply feel the great responsibility. My experience in store management over the past six months has made me understand the following truth: for a foreign fast food restaurant with good economic benefits, first, there must be a professional manager; The second is to have good professional knowledge as the backing; The third is to have a good management system. Observe with your heart and communicate with customers with your heart, and you can do it well.

It can be summarized as follows:

1. Seriously implement the company's business policy, and at the same time convey the company's business strategy to every employee correctly and timely, so as to serve as a bridge between the preceding and the following.

2. Do a good job in the ideological work of employees, unite the employees in the store, fully mobilize and give play to the enthusiasm of employees, understand the advantages of each employee, and give full play to their specialties, so that quantity can be applied. Enhance the cohesion of our store and make it a United collective.

3. Understand the information of peers through various channels, understand the consumer psychology of customers, know yourself and know what you know, and make our work more targeted, so as to avoid unnecessary losses.

4. Set an example and be a handsome employee. Constantly instill corporate culture into employees, educate employees to have a sense of overall situation, and do things from the overall interests of the company.

5, rely on thoughtful and meticulous service to attract customers. Give full play to the initiative and creativity of all employees, so that employees can change from passive? Let me do it? To the positive? I want to do it? . In order to create a good dining environment for customers and create more business achievements for the company, lead employees to do their jobs in the following aspects. First of all, do a good job of cleaning every day to create a comfortable dining environment for customers; Secondly, actively serve customers and meet their needs as much as possible; We should constantly strengthen our sense of service, and make our customers leave our shop with a heartfelt smile and polite language.

6. Deal with the cooperation between management groups and the cooperation between superiors and subordinates, with less complaints and more enthusiasm, look at the problems at work objectively and solve them with a positive attitude.

Now, the management of stores is gradually becoming digital and scientific, and the improvement of management means has put forward new job requirements for the store manager. Skilled business will help us achieve various operational indicators. A new year has begun, and achievements can only represent the past. I will manage our agricultural college store with more exquisite and skilled business.

faced with 21__ years of work, I feel deeply responsible. To keep a clear head at any time and clear up the work ideas for next year, we should focus on the following aspects:

1. Strengthen daily management, especially the management of basic work;

2. Strengthen the training of employees internally, and comprehensively improve the overall quality of employees;

3. establish a high degree of loyalty to the company, love and respect their posts, take the overall situation into consideration, and do everything for the company's sake, so as to contribute to the company's comprehensive improvement of economic benefits.

4. Strengthen the unity and cooperation with all departments and brother stores, create the best and seamless working environment, get rid of discordant notes, give full play to the employees' greatest work enthusiasm, and gradually become an excellent team.

Experience of catering work 3

At present, the catering industry environment is quite severe. How to do a good job? Under the correct leadership of the hotel, the catering department has fully implemented the hotel management contract scheme, focused on economic construction, strengthened management, and made it consistent from top to bottom, so that the catering department has made steady progress and achieved good economic and social benefits in the case of sluggish catering industry and heavy contracting tasks. The main work is summarized as follows:

1. Completion of various economic indicators:

The annual operating income was _ _ _ _ _ _ yuan, an increase of _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Up (or down) _ _%, the operating expenses are _ _ _ _ _ _ yuan, which is _ _ _ _ _ _ _ yuan higher (or down) than that of the same period last year, with an increase (or down) rate of _ _ _%. In the whole year, the task was actually completed by _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _.

second, the main tasks completed this year:

(1) to implement the hotel management contract scheme, improve the incentive distribution system and mobilize the enthusiasm of employees. This year, the task assigned to the hotel by the Food and Beverage Department is 38____ _ yuan, up 6____ yuan from 32____ yuan last year, with an increase rate of 1____. In order to better accomplish the task, the leaders of the Food and Beverage Department have formulated an internal management plan and a benefit salary distribution plan. According to the differences in departments, posts, technologies, skills and labor intensity, etc. The turnover, output, expenses and gross profit rate of each department are verified, and the monthly accounting, excess commission, energy saving and bonus are carried out, which fully embodies the principle of linking tasks with benefits and wages, enabling them to give full play to their respective advantages, find ways to do business well and mobilize the enthusiasm of employees. The per capita monthly income this year is _ _ _ _ yuan, which is _ _ _ yuan higher than that of the same period last year, with a growth rate of __%.

(2) Do a good job in standardized management. Strengthen coordination and improve comprehensive reception capacity.

1. Improve the management organization. The quality management team composed of the leaders of the Food and Beverage Department and the managers of different departments fully played its role throughout the year. The team not only divided the work, but also cooperated. The management system was implemented from top to bottom, and the first level was responsible for the first level. The management benefits were rewarded and punished, which improved the overall quality of the leaders and made the management work go smoothly.

2. improve the meeting system of the food and beverage department. The meeting includes year-end summary meeting, quarterly summary meeting, monthly business analysis meeting, weekly regular meeting, daily review meeting, after-work meeting, financial supervision and inspection meeting, health and safety inspection report meeting, etc. Due to the improvement of the system, the quality of the meeting has been improved and the instructions of superiors have been implemented in time.

3. Establish the supervision system of product estimation and supply. In order to estimate the varieties to the maximum extent, and coordinate the various departments to do a good job in product supply, we will check the estimated situation of product supply in the morning, afternoon and evening every day, set up a special book record for the varieties estimated in the local market, and at the same time go to the relevant departments to verify and verify, and ask the management personnel to sign, so as to distinguish the responsibilities. After the establishment of the system, the phenomenon of estimating five or six dishes per city has become history, and now the supply of products has been normalized.

4. Strengthen coordination. The hotel has a fine division of labor and many links. The completion of a job depends on the coordination and cooperation between departments. It is repeatedly emphasized at the weekly regular meeting that departments should not blame each other and shirk their responsibilities when problems arise. They should dare to admit their mistakes, find out each other's advantages and do a good job of coordination. This year, some disjointed and uncoordinated phenomena that existed in the past have been greatly reduced.

5. Improve the comprehensive reception capacity. This year, we will pay full attention to service standards and product quality, so that the reception capacity will be greatly improved. While receiving all kinds of club banquets, cocktail parties, wedding banquets, buffets and conference meals, we should also receive all kinds of banquets from senior leaders and major companies and hotels, such as presidents, heads of state, prime ministers and missions of many foreign countries, leaders of central ministries and commissions, governors, commanders, captains and mayors at home; On the evening of March 8, the reception unit of the city booked ***165 seats for banquets and wedding banquets, setting a record for the total number of seats booked on the opening day; On the evening of September 29th, 75 wedding banquets were held, setting a record for the total number of pure wedding banquets in history. Because of the beautiful environment, reasonable price, delicious taste and first-class service, the guests are happy and satisfied.

(3) explore business, develop income-increasing channels and expand operating income.

This year, when the catering industry is depressed and business is difficult to do, the leaders of the catering department often conduct market research, do business analysis, keep exploring, boldly try again, make wise decisions and follow their own business path. First, six business projects will be opened throughout the year: buffet Chinese food, buffet hot pot, seafood whatever you want, friendship nightclub, Millennium turtle hot pot city, and restaurant chain stores (in preparation).

second, carry out joint venture activities, and the catering department cooperates with the housekeeping department, sauna center and tea house to promote business; Guests can enjoy a 15% discount if they spend with their accommodation cards. The sauna center delivers food and provides delicious tea to the tea house.

Third, we will carry out eight promotional activities throughout the year, offering a reward of one yuan for each California bass, exempting the VIP room from the minimum consumption, and offering special dishes for the benefit of the eaters, with each offering of 1____ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _

fourthly, the sales department and the production department regularly launch new dishes and order 18 items every month according to the needs of market consumption. Throughout the year, new dishes such as Millennium old turtle soup were introduced ***21____ _, which expanded the operating income by RMB 1 _ _ _ _ _ _ _. Through a series of business activities, the hotel improved its popularity and achieved good economic and social benefits.

(4) Public relations with all staff to win more repeat customers.

the leaders of the food and beverage department regard public relations as an important task, and they often instill public relations awareness and knowledge at conferences and meetings. Food and beverage department leaders often emphasize the importance of cost control and cost saving, enhance employees' awareness of benefits, and ask employees to take action. At the same time, improve the relevant systems, clarify responsibilities, and strengthen control according to the system. Perfect all year round