four work plans for restaurant staff
At present, there is still a big gap between the service skills and service consciousness of hotel staff and the four-goal standard of our store, which is mainly reflected in the following aspects: the employees' manners and manners are not in place, their awareness of customer service is not strong, and their business is unfamiliar. The following is the information on the work plan of restaurant staff for your reference. Welcome to read it.
personal plan report of the staff
1. Work plan
1. Internal management of the restaurant
(1) Participate in formulating reasonable annual business targets of the restaurant and lead all the staff of the restaurant to actively achieve the business targets.
(2) according to the market situation and the needs of different periods, discuss and formulate the catering promotion plan with the chef * * *, and collect the feedback from the guests in the implementation process to improve it.
(3) Formulate the post responsibilities and service standard procedures of employees, supervise and check the restaurant managers and employees to serve customers according to the service standards, and continuously improve the service quality and work efficiency.
(4) Do a good job in building the workforce, grasp the ideological trends of employees, and provide excellent employees with opportunities for promotion and salary increase through evaluation and assessment.
(5) Assign special personnel to make employee training plans and organize employees to participate in various training activities, so as to continuously improve employees' service skills, skills and service quality and improve work efficiency.
(6) hold a general meeting of all staff of the restaurant at least once a month to analyze and report the monthly operating indicators and income and expenditure of the restaurant and solve the existing problems; Listen to employees' opinions and suggestions on the internal management and external sales of the restaurant, and let employees participate in the management of the restaurant extensively.
(7) Work closely with the kitchen to check the quality of dishes, and give feedback to the guests in time to improve the quality of dishes and meet their needs.
(8) Establish the material management system in the dining room, strengthen the management of food raw materials and articles in the dining room, as well as the collection and storage of food raw materials and articles, check whether the cost of food and materials in the front hall and kitchen is too high, ensure that the transfer-in and transfer-out of various costs are reflected, and rationally use water, electricity and other resources to reduce waste, reduce costs and increase profits.
(9) Do a good job in the hygiene and safety of the restaurant, regularly check the cleanliness of the restaurant, clean up all areas of the restaurant, and provide guests with a comfortable and high-quality dining environment.
2. Marketing
(1) Vigorously publicize through various channels, increase the restaurant's local awareness, establish a good image, build a strong brand and go deep into the market.
(2) solicit the opinions of the guests, and handle the complaints of the guests to meet the requirements of the guests.
(3) The long-term success of the enterprise lies in the appreciation and inheritance of culture, firmly grasping the corporate catering culture of _ _ _ _, and showing the cultural theme and connotation of our restaurant from the decoration style, high-quality food and warm and warm service, so that the restaurant has unlimited vitality.
3. Business strategy
Our restaurant has a good geographical location, and has a good dining atmosphere, with a relatively optimistic crowd flow and customer base. At the same time, all kinds of fast food restaurants, noodle restaurants, seafood restaurants, Sichuan restaurants and so on around us are our competitors in different degrees. Only by doing a good job in the quality of our restaurant's work, especially the quality of service, can we be in an advantageous position.
(1) While operating in all directions, we should introduce our own characteristics and carry forward our own characteristics. We should concentrate our efforts on perfecting the signature products of our restaurant, and only when our fists are clenched can we have strength.
(2) According to the leisure characteristics of the market, appropriately increase leisure and entertainment settings.
(3) While ensuring development and profitability, we will intensify our struggle, expand the scale, open branches in different places and implement multi-store operation, which is our goal.
second, staff training
the purpose of training is to improve the professional quality of employees, improve the management level and service quality of restaurant enterprises, and achieve the goal of restaurant management by training employees in mind, voice, instrument, ceremony, shape, professional knowledge and business skills. Therefore, new and old employees should be trained from the following aspects in turn:
1. Basic knowledge training of restaurants
includes the establishment background, geographical location, architectural style, business philosophy, business characteristics, customer source status, organization, rules and regulations, hotel product knowledge and other contents of restaurants, so that new employees can understand what they are going to enter. Home? With a comprehensive understanding, old employees can strengthen their work quality and take care of and help new employees.
2. Courtesy training in restaurants
includes strict requirements on appearance, appearance, manners, expressions, eyes, language and actions, and how to respect the religious beliefs and customs of guests. All employees must be trained in etiquette and politeness knowledge before taking up their posts, and master the requirements of the restaurant for practitioners in the above aspects, so as to show respect for guests and meet their requirements from time to time in future work services.
3, restaurant awareness training
Consciousness determines people's behavior, and behavior forms habits. Therefore, when training employees, they must also cultivate their hotel awareness, such as service awareness, role awareness, quality awareness, team awareness, obedience awareness and so on. Simply put, the so-called service consciousness is? Guest consciousness? That is, employees should have guests in their hearts and eyes, always think of the guests and meet their needs. Role awareness means that employees should understand their roles at different times and occasions? Role? And the specific requirements given by this role. Quality consciousness is to ask employees to make clear the requirements of restaurant service quality, understand the characteristics of restaurant service, and establish? Zero defects? 、? Do the work well at once? The determination. Serving the guests is the real work content of the restaurant staff. Although the restaurant is divided into many different departments and different positions, their job responsibilities are basically different, but they have the same purpose: everything is for the guests. Therefore, employees should obey the needs of work, the needs of guests, and cultivate team consciousness, so as to? Division of labor? .
4. Business training
Business training for new employees can be conducted in terms of knowledge and skills. Knowledge should be sufficient, not too much and too deep, in order to help new employees to work smoothly after taking up their posts; Skills focus on the specific operating procedures of this position, and try to make employees master the necessary service skills. In addition, employees should be trained in basic emergency ability to improve their ability to deal with unexpected problems. Restaurant products have the characteristics of synchronization of production and consumption. The implementers and audiences of services are all people, and people are all kinds. Therefore, restaurant services are highly random, and all kinds of unpredictable problems will inevitably occur. Restaurant employees must have certain adaptability. If you encounter a guest complaint, you can take it seriously with the correct concept and handle it according to scientific procedures and proper methods; Have a certain understanding of the safety management of restaurants, simply master the use of common safety facilities, deal with emergencies properly and effectively, and minimize losses as much as possible.
3. Manager position
1. Patrol
Patrol the whole department of the restaurant, the backstage indirect service department, etc., give work guidance, find problems with keen professional eyes and solve them in time
2. Supervision and inspection
Understand the implementation of various business operations through inquiries, meetings and on-site inspections, and deal with various emergencies to avoid accidents.
3. Report
Attend relevant regular meetings and relevant business meetings, report the implementation and progress of all the work of the Food and Beverage Department and the problems solved and coordinated by the superior leaders, and report major emergencies to the superior at any time.
4. Preside over the meeting
Convey the instructions of the catering department at the general manager's regular meeting, arrange and implement specific implementation measures, check the implementation of the reception plan for the day, arrange the work plan, business situation and improvement measures for the day after tomorrow, listen to the report, conduct internal coordination, and check and summarize the implementation of the work arranged at the last regular meeting.
5. Communication
Communicate with relevant business departments and functional departments, communicate with all walks of life about related matters, communicate with subordinates, exchange ideas, exchange information, establish feelings and handle interpersonal relationships well.
6. Planning
Formulate the objectives and plans of all departments of the Food and Beverage Department, formulate daily work procedures, daily sales promotion plans and special sales promotion plans, and prepare the procurement plan of raw materials, menu updating and selection plans, and staff training plans. Staff personal plan report II
1. Formulate the work plan of the department
Formulate the annual work plan and monthly work plan of the marketing department, and review the work plans of each team; According to the hotel arrangement, analyze the staffing of the marketing department and the working conditions of each team, and formulate the annual staffing plan. According to the post characteristics, business needs and personnel quality, the team and employees are reasonably divided.
2. define the post responsibilities, scope of responsibilities, working procedures and management rules of each team, and directly participate in and guide the implementation and completion of various plans with various rules and regulations.
Third, check all the work
Directly participate in some daily sales work every day, check and supervise whether employees' service attitude, operation degree and standards are standardized, check the work records of each shift and shift, and check the on-the-job situation of the foreman, assessment status and task completion. Conduct regular training and assessment on marketing business knowledge and management knowledge to department heads every month; Communicate with the department staff twice a week regularly to understand the employees' ideological status.
IV. Organize and attend various meetings
Attend the daily office morning meeting of the hotel; Attend the monthly summary meeting of the hotel, report the work and listen to the instructions of the hotel decision-making level; The organization department holds the foreman's regular meeting every Monday to discuss last week's work problems and arrange this week's work; Organize the department to hold a regular staff meeting every Tuesday to summarize last week's work and arrange this week's work; Organize department personnel to hold special seminars when necessary.
5. Guide or directly participate in the handling of customers' opinions
Meet customers' reasonable requirements; Guide employees who violate discipline and punish them appropriately to warn other employees.
VI. Summary, evaluation and adjustment
Summarize the work and business income of this department every month, quarter and year, and make a written report to the hotel; Listen to the work report of each marketing group every day. Master the work of the department and the sales of guest rooms, and arrange the work of the day; According to the feedback from customers, adjust and improve the service in time; Responsible for coordinating and communicating with other departments; Sign and review the documents and statements of the department; Adjust some post personnel according to work needs and personnel status; Grasp customer information as much as possible, improve internal management and improve service quality; Department personnel conduct daily, weekly and monthly performance evaluation. Staff personal plan report III < P > 1. Guiding ideology < P > Focusing on hotel economic work, it will cultivate? A versatile employee? The theme runs through it, study hard and deeply understand the importance of today's training work, and drive the overall quality of employees to improve.
second, the present situation of the hotel
There is still a big gap between the service skills and service consciousness of hotel staff and the four-goal standard of our store, which is mainly reflected in the following aspects: employees' courtesy is not in place, their awareness of customer service is not strong, and their business is unfamiliar.
III. Current objectives and tasks
The staff training in 21 _ _ aims at the hotel development and job requirements, and effectively improves the staff's awareness of the importance of training, actively guides the staff to study consciously, sharpens their skills, enhances their self-confidence in participating in the reform in competitive positions, cultivates a high-quality staff team with excellent service and unique skills, and strives to make it an intelligent staff who keeps learning and improving in the new era.
iv. implementation of training methods and contents
take all departments as basic training units, implement the training principle of combining marketing service concepts and skills, and organize and implement the training method of filling vacancies and having multiple functions in one post. It is planned to carry out targeted training in three aspects to continuously improve employees' job skills.
1, professional skills training
(1) The brand-new ideas and ideas of management work have become an urgent knowledge demand of hotel employees, including managers. Therefore, this year, we are going to strengthen the training of professional knowledge for managers, and regularly organize training courses on improving management skills trained by hotel general managers, vice presidents or senior managers.
(2) The reception desk, room service center, etc. are the important windows of the hotel's quality service, and the lack of foreign language level in tourism is bound to have a vital impact on the hotel's operation. Therefore, in order to improve the foreign language level of employees in the above departments, the hotel will launch English training courses in the near future. The specific plan is as follows:
① Time: It is planned to start in February, with a cycle of three months, and two training classes are arranged every week (24 class hours in total).
② objective: to improve the basic foreign language conversation ability of employees and reach the level of basic communication with foreign guests in foreign languages.
③ object: all the staff in the front office, the staff in the housekeeping center and the switchboard are required to attend. Employees in other positions are allowed to sign up voluntarily.
④ assessment: during the training period, the personnel department will conduct uninterrupted assessment in the form of small tests to check the employees' mastery. After the training, the personnel department will conduct a major assessment, mainly for the oral test.
⑤ Incentive and punishment mechanism: A. Incentive, giving salary promotion to employees with excellent exam results; B. Setting certain English allowance; C. giving priority to the selection of outstanding employees in the year; Punishment. Those who fail to pass the examination will be given the opportunity to make up the exam, and those who fail will consider delaying the promotion.
(3) employee business skill training: take the department as the training unit, and the department will formulate the employee training plan (submit it to the personnel department) every month and implement it. The personnel department will be responsible for tracking and supervising and making reasonable suggestions on the training.
2. On-site training for employees
Employees should go through the induction procedures
Training contents: employee handbook, hotel profile, service etiquette, code of conduct and service awareness, fire control and safety knowledge, service skills, hotel knowledge, etc.
assessment:
employee employment training
employee promotion training
employee employment assessment
employee promotion assessment
New employees are a new force in the hotel's economic activities, so as to enhance their quality and hone their skills, so as to keep pace with the rapid development of the hotel as soon as possible. According to? Training first, then working? ，? While training, while working? The principle of step-by-step job training for new employees in a planned way.
training content: job responsibilities, departmental rules and regulations, employee scheduling,