I'm the manager of the catering department, so how should I manage my department and pay attention to those details?

Management system of meals and drinks

Each department (team) shall submit the work plan and training plan for the next month on 25th of each month.

The summary of each department (team) shall be submitted before 2nd of each month.

The employee's attendance sheet, inventory sheet, etc. of each department (team) shall be submitted before 2nd of each month.

The foreman is responsible for holding two pre-shift meetings every month. The supervisor holds a meeting of all the staff under his jurisdiction once a day.

The manager holds a morning meeting of the supervisor every morning, and holds a meeting of all the staff once a week to sum up the gains and losses of the work, praise the advanced, tell the planning objectives and arrange the work for the next month, and attend various regular meetings held by the hotel.

The foreman and the supervisor attend the morning meeting to report the work and put forward suggestions for rationalization and improvement.

The foreman's inspection rate is 11%, and the supervisor's inspection rate is 81%. The manager's spot check rate is 61% (81% in the spot check area), and records shall be made.

The content of the pre-shift meeting requires mainly praise, summing up yesterday's work and arranging the tasks of the day.

Employees' symposiums are held regularly, once a week in the team, twice a month in each department, and the manager talks with employees in different departments every week to understand the situation.

11, the front and back office exchanges are held once a month to strengthen. The kitchen department shall arrange at least once a week for food training.

12, the teams of all departments shall arrange at least twice a week for professional knowledge and corporate culture training.

13, the hierarchical management system shall be implemented, and those who violate any of the above items shall be punished according to the regulations, and the direct leaders shall be jointly and severally liable for management.

Democratic appraisal shall be conducted once a month. As the basis for assessing management personnel,

each department (group) holds a small entertainment activity (game) once a week to enliven the atmosphere of employees.

The department holds a speech or knowledge contest once a month, and each team selects outstanding players to participate.

The restaurant handover system

In order to ensure the normal continuation of the restaurant business, the second shift is alternated in personnel and articles, and the services at all levels and hotel property are properly kept. Report to the supervisor or foreman before taking up the post. gfd meets the standard, and the "three belts" with him are complete. 11 minutes before the shift staff leaves work, the shift staff will hand over the work, and the shift staff will explain the work situation and relevant matters needing attention to the successor, especially the guest's dining situation and the guest's needs. After both parties sign the Work Handover and Duty Watch, the shift staff will leave the post.

Handover: the handover staff will hand over the work in the work area. Service supplies should be handed over to the successors, and written records should be made in the Work Handover and Attendance Table.

Handover record: both parties must carefully and truly fill in the Work Handover and Attendance Table, reflecting the situation of guests, restaurant facilities and appliances at that time, and the successors should reflect this work in the Work Handover and Attendance Table before leaving work.

Restaurant. The staff on duty should do a good job of setting the table and cleaning it up. Make the table top complete 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 guards on duty. Make handover records, and the restaurant staff will leave their posts and get off work. The fast food restaurant will hand over to the night shift staff.

At the end of lunch, the manager on duty should hand over to the relevant personnel at the assistant manager's office in the lobby. Pay attention to the supervision of the later service during the on-duty period, deal with any dissatisfaction or complaint of the guests in time, report to the superior immediately if there is any problem that can't be solved, record the telephone reservation and the overtime work of the employees, check the water and electricity shutdown and the operation of the facilities and equipment after the guests leave the store, fill in the on-duty record after the on-duty and make a good handover with the successor.

Compensation system for damaged tableware of the guests

In order to save costs better, To control the loss of tableware and reduce the loss of the hotel, the system is formulated as follows:

Compensation: 1. If the guest damages the tableware during dining, he should pay compensation.

2. The waiter should change the new tableware for the guest in time and clean up the scene quickly.

3. Tell the guest politely 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. Compensation price, room number or (table number) guest's name.

The compensation amount shall be implemented according to the financial regulations, and generally the compensation shall be 1.21% of the purchase price.

After the meal is closed, it shall be reported to the head waiter in time to register and apply for new tableware.

Free compensation: 1. If the guest is an old customer, he can be exempted from compensation if he refuses to pay compensation.

2. 11 yuan, the supervisor has the right to waive compensation; When 31 yuan is below, the manager has the right to avoid compensation; 51 yuan should be reported 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; Finally, both parties are satisfied.

Make a good registration immediately, fill in the claim-free form, and it will appear in the form of no deduction on the bill, and it will take effect after being signed by both the parties and the management personnel.

Write it on the duty record and report it to the superior at the regular meeting.

Tableware management reward and punishment system

In order to strengthen management, improve employees' skills, enhance the sense of love for shops and save hotel expenses, the system is formulated as follows;

compensation: 1. If an employee accidentally damages tableware at work, he should immediately report it to the foreman for record and apply for tableware. At this time, it is not necessary to compensate immediately, but the end of the month can be recorded first, and a one-time compensation can be made according to the tableware loss rate.

2. If an employee intentionally damages tableware (due to his bad work attitude), the foreman has the right to issue a compensation form on the spot, and the compensation amount is twice the purchase price.

3. All compensation will be fined. The following restaurant managers in 51 yuan sign and approve; The manager of the department above 51 yuan shall sign and approve.

5. The tableware loss rate shall be distributed to each floor team in proportion, and the floor team within the loss shall be counted at the end of the month, so employees may not be punished. If the loss rate exceeds, compensation shall be made according to the purchase price of tableware.

6. The tableware loss rate of the floor team shall be equally punished according to the purchase price, and the management personnel shall be jointly and severally liable.

Award: 1, if the tableware loss rate of the floor team exceeds. The income from daily punishment of tableware is used to reward the staff who keep the tableware well, and awarded the title of "angel who loves the shop".

2. The hotel will reward the floor-saving team according to 51% of the tableware loss rate.

3. The mobile red flag of "Love the shop as home" will be evaluated every month.

Washing:

After the guests leave, the waiter will send all the tableware except glassware to the washing room for collection. Fill in the delivery form.

Or go to the washroom to collect the same number of tableware the next day.

The washroom is responsible for keeping and cleaning all the tableware.

The floor foreman is responsible for assisting in the distribution.

Inventory:

The steward department and the restaurant department make an inventory once every half month to analyze the causes of tableware loss and reduce tableware loss.

The financial department will supervise the inventory once a month.

Westbank > The foreman shall issue a compensation form, which shall be signed by the supervisor and come into effect after being reviewed by the manager. It shall be made in triplicate (one copy for himself, the department and the personnel). 2. The damage caused by personal reasons shall be compensated by the responsible person, and the damage caused by the guest shall be compensated by the manager.

3. The loss caused by unknown reasons shall be equally compensated by the teams of various departments. If it is controlled within the loss rate, it may be exempted from compensation. Reduce the cost.

Reward: 1, reward and praise the outstanding team of tableware management, and popularize the experience.

2, criticize and punish the team that exceeds the loss rate.

Suggestion: 1, if mechanical washing is used in the washing room and dishwasher is used, all tableware can be washed uniformly.

2, if manual washing is used in the washing room, the labor of unified washing is too large, and It is not appropriate to adopt uniform washing.

Classification of unqualified service in restaurants

Objective

In view of the unqualified phenomenon in the work of waiters in various positions in restaurants, identify the items that need to be paid attention to, so as to reduce the occurrence of unqualified items.

Scope: used in various positions in the catering department

Classification: it can be divided into general unqualified items and serious unqualified items according to their nature

General unqualified items:

gfd does not meet the specifications. Eating off-flavor food before taking up the post.

It doesn't conform to the norms of courtesy and etiquette, and the polite language is not in place, and the standing, walking and gestures don't conform to the physical requirements.

The customer's intention is not accurately understood at work, and the service is inaccurate or untimely.

There are mistakes in cooperation with the collaborators, which affects the guests' dining.

During the service, the items (tableware trays, etc.) fall to the ground, which affects the guests' dining. < p The lighting service is not timely.

The pouring service (drinks, tea, drinks), ashtray, dish replacement and other services are not timely and do not conform to the specifications.

The service is not displayed, the names of dishes are not announced, meals are not divided, menus are not marked, etc., which simplifies the behavior of serving procedures.

Call service appears in meals.

11. Incorrect closing of the station (not finished after the guest left for more than 1 minutes), untimely power off, etc.

11, resulting in dissatisfaction of the guests due to service skills.

12, Failing to carefully collect the feedback information of the guests.

Serious nonconformities:

Complaints from guests due to poor service attitude.

Complaints from guests due to poor service skills.

Complaints from guests due to restaurant environment or equipment.

Refusal of guests during normal business hours.

Unauthorized alteration of bills or attempts to obtain cash and securities from guests or hotels by other means.

Those who pick up the items left by the guests and don't turn them in.

Any fraudulent behavior at work.