How to formulate management systems and methods suitable for the hotel itself, the most important thing is to understand various management systems and methods, understand the background of various systems, and thoroughly study the applicable conditions of various systems, without preconceptions. Management methods must be suitable for the hotel environment, because every hotel environment is different, and it is impossible to have a management system that can be applied to every hotel. Even in 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 will inevitably change with time, place and person. Hotel management method 1, organization chart The loom composition shows the basic classification and relationship of job responsibilities, which is an organization chart in organizational form, but it has some limitations, such as the scope of authority and responsibilities at all levels, the nonlinear relationship between two employees with the same status or the indirect relationship between employees in different departments is not obvious. For this reason, various job descriptions and organization manuals are important supplementary explanations to the organization icon. 2. Job type, which is a description reflecting the required skills and job responsibilities. Directional training for employees is helpful to complete job evaluation, formulate salary grades, and determine the scope of authority and responsibility. Job description includes evaluation data, job summary, accusations and requirements. 3. Work specifications A work specification is a statement of the standards to be achieved in a job, including job responsibilities, working conditions and personal qualifications. Modern kitchens are no longer just one room as they used to be. It is expanded into several rooms (working areas): hot food making area, supply area, cold food making area, bread and cake making area. Tank storage equipment and inventory warehouse conducive to washing all kinds of tableware; There are offices, dressing rooms and bathrooms. The job of the kitchen is to process and make food. If food is inedible, it is meaningless; Cooking food must have attractive characteristics, such as pleasant taste, fragrance 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 still very hot. If a kitchen is poorly designed or managed, there will be such a scene without it: hectic, noisy, hot and chaotic. This is why 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, shift schedules and so on; At the same time, production standards should be reflected, 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, and it is 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, post, who will supervise, who will change shifts, 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 to each department (team) for summary last month before the 2nd day of each month. 3. Report the employee's attendance sheet, inventory sheet, etc. Each department (team) before the 2nd of each month. 4. The foreman holds a pre-shift meeting twice a month, and the supervisor holds a meeting of all employees under his jurisdiction once a day. 5. Hold a staff meeting once a week, summarize the gains and losses of the work, praise the advanced, tell the plan objectives for next month, arrange the work, and attend various regular meetings held by the hotel. 6. The foreman and supervisor attend the morning meeting report and put forward reasonable suggestions for improvement. 7. The foreman's inspection rate is 65,438+000%, the supervisor's inspection rate is 80%, and the manager's spot check rate is 60%. (The regional spot check rate is 80%. And make records. 8. The content of the briefing requires praise, summing up yesterday's work and assigning tasks for the day. 9. Hold staff seminars regularly, once a week for the team and twice a month for each department. The manager talks with employees in different departments every week to find out the situation. 10, and hold a meeting before and after once a month. Strengthen communication between the front desk and the kitchen. 1 1. The kitchen department arranges food training at least once a week. 12. Each department team shall arrange professional knowledge and corporate culture training at least twice a week. 13. Implement a hierarchical management system. In case of violation of any of the above items, the person in charge of the responsible department will be punished according to the regulations. Direct leaders should bear joint and several management responsibilities. 14. democratic appraisal is conducted once a month as the basis for the assessment of managers. 15. Various departments (groups) hold small entertainment activities (games) once a week to enliven the staff atmosphere. 16. Each department holds a speech or knowledge contest once a month, and each team selects excellent players to participate. In order to ensure the normal continuation of restaurant business, articles should be properly kept alternately, and services at all levels and hotel property and articles should be properly handed over. All team members should abide by and implement this system. 1. handover of personnel: the successor shall be on duty at the specified time and shall not be late; Report to the supervisor or foreman before taking up the post. Gfd is up to standard, and the "three belts" are complete. 10 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 related matters needing attention to the successor, especially the dining situation of the guests and their needs. After both parties sign the work handover and attendance sheet, the handover personnel leave their posts. 2. Handover of articles: the handover personnel shall count the tableware and service articles in the work area and hand them over to the successor, and make a written record on the work handover and attendance sheet. 3. Handover record: The handover parties must carefully and truly fill in the work handover and attendance form, reflecting the guests, restaurant facilities and equipment at that time. The successor should reflect the work situation in the work handover and duty table before coming off work. After the restaurant closes, the staff on duty should do a good job of setting the table and cleaning up. The countertop equipment should be perfect and sanitary, and there are no bottles, garbage and other items in the restaurant. All items should be 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 guard on duty, make a record of the handover, and the restaurant staff will leave work. Fast food restaurants will be handed over to the night shift staff. At the end of lunch, the manager on duty should go to the assistant manager's office in the lobby to make a good handover with relevant personnel. When you enter the duty state, you should pay attention to the supervision of the later service, deal with the dissatisfaction or complaints of the guests in time, report to the superior immediately if there are problems that cannot be solved, make a record of ordering food by phone and overtime work of employees, and check the water and electricity shutdown after the guests leave the store. Operation status of facilities and equipment. Fill in the duty record after the duty, and make a good handover with the successor. In order to save money, control the loss of tableware and reduce the loss of hotels, this 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 guests in time and clean up the scene quickly. Tell the guest gently 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, it shall promptly inform the bar of the number of damaged tableware, product name, compensation price, room number or guest name (table number). The amount of compensation shall be in accordance with the financial regulations, and generally it shall be 120% of the purchase price. After the meal, you should report to the foreman in time, register and apply for new tableware. No compensation: 65438+ The guest is an old customer, and you can avoid compensation if you refuse to pay. 2. When the guest refuses to pay compensation, he can be exempted from compensation. 3. When the broken tableware is below 5 yuan, the head waiter has the right to avoid compensation. Below 10 yuan, the supervisor has the right to give up compensation; When 30 yuan is below, the manager has the right to avoid compensation; 50 yuan wants to report 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; In the end, both sides are satisfied. Register immediately, fill in the claim-free form, appear on the bill in the form of deduction, and 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. In order to strengthen management, improve employees' skills, enhance employees' love for shops and save hotel expenses, this system is formulated as follows: Salary: 1. If an employee accidentally damages tableware at work, he should immediately report the record to the foreman and apply for tableware. At this time, there is no need for immediate compensation, but first record the end of the month and make a one-time compensation according to the loss rate of tableware. 2. If the employee intentionally damages the tableware (because of bad working attitude), the foreman has the right to issue a compensation form on the spot, and the compensation amount is twice the payment. 3. All compensation shall be reported to the restaurant and finance in the form of fines, and records shall be made. 4 4. 10/The amount of compensation below 0 yuan shall be signed and approved by the supervisor; The following restaurant managers in 50 yuan sign and approve; The manager of the department above 50 yuan shall sign for approval. 5. The tableware loss rate shall be distributed to each floor team in proportion, and the employees shall not be punished if the loss rate is included in the floor team at the end of the month. If it exceeds the loss rate, it shall be compensated according to the purchase price of tableware. 6. The loss rate of tableware on the floor team shall be punished according to the purchase price, and the management personnel shall bear joint and several liability. Reward: 1, if the tableware loss rate of the floor shift is within the control range, the employees who take good care of tableware will be rewarded with the daily tableware penalty income, and awarded the title of "angel of caring manager". 2. The hotel rewards the building rescue team according to 50% of the tableware loss rate. 3. The "Love Shop Home" mobile red flag is evaluated every month. Washing: after the guests leave, the waiter will send all the tableware except glassware to the washing room and receive the same number of tableware. Fill in the delivery order. Or go to the bathroom to get the same number of tableware the next day. The bathroom is responsible for keeping and cleaning all the tableware. The floor foreman is responsible for assisting the delivery. Inventory: 1. The stewarding department and the dining room 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 financial department shall supervise the dishes once a month and conduct a large inventory. 3. Each team and department has a detailed tableware collection list. Inventory table. Compensation: 1, the foreman will issue a compensation form, which will take effect after being signed by the supervisor and submitted to the manager for review. In triplicate (one for myself, department and personnel). For the damage caused by personal reasons, the responsible person shall compensate and the guest shall compensate. If it is necessary to avoid compensation, it must be approved by the manager. 3. For the damage caused by unknown reasons, each department team will compensate equally. If it is controlled within the loss rate, you can avoid compensation. Analyze the causes of damage and loss every month, reasonably control, reduce losses and reduce costs. Reward: 1, which rewards and praises the excellent team of tableware management and promotes experience. 2. Criticize and punish the team that exceeds the loss rate. Suggestion: 1, if the washing room adopts mechanical washing and dishwasher, all tableware can be washed uniformly. If manual washing is used in the washing room, the labor of unified washing is too great, and the tableware is easy to be damaged, so it is not suitable for unified washing. Classification of Unqualified Restaurant Service Purpose: To find out the matters needing attention in view of the phenomenon of unqualified waiters in various positions in the restaurant, so as to reduce the occurrence of unqualified matters. Scope: Classification of posts used by the Food and Beverage Department: It can be divided into general unqualified items and serious unqualified items by nature. General nonconformity: 1. Gfd didn't meet the standard, and he ate smelly food before taking up his post. 2. He doesn't conform to the norms of manners and etiquette, his polite words are not in place, and his standing, walking and gestures don't conform to his physical requirements. He can't accurately understand the work intention of the guests. Inaccurate or untimely service. 4. Cooperation mistakes with partners affect guests' dining. 5. Articles (tableware trays, etc. ) Fall down during the meal service, affecting the guests' meal. 6. It is not appropriate to hold a lighter when eating, and the cigarette lighting service is not timely. 7. Inappropriate wine pouring service (drinks, tea, drinks), untimely ashtray, dish changing and other services. No meals, no menus, etc. Simplify the behavior of the service program. 9. Call service appears during meals. 10, after-dinner improvement work is not in place, and the standard of seeing guests off is not implemented. Incorrectly closing the station (after the guest leaves for more than 1 minute), failing to turn off the power supply in time, etc. 1 1, which leads to customer dissatisfaction due to service skill problems. 12, failed to seriously collect and feedback the information of the guests. Serious nonconformity: 1, and poor service attitude leads to guest complaints. 2. Guests' complaints about the restaurant environment or equipment. 4. Refuse guests or intentions during normal business hours. 5. Unauthorized tampering with bills or trying to extort cash and securities from guests or hotels in other ways. 6. Don't hand over the drinks and articles of the guests without permission, and don't hand over the articles left by the guests. 7. Any fraud at work. 8. Any other complaints from the guests about the restaurant staff. 9. Due to improper promotion, the guest complained.