catering management system

how to formulate management systems and methods suitable for the hotel itself, the most important thing is to know all kinds of management systems and methods, understand the background of various systems, and thoroughly study the suitable conditions for the application of various systems, without preconceptions. The management method must be suitable for the hotel environment, because the environment of each hotel is different, so it is impossible to have a management system that can be applied to each hotel. Even within 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 must change with time, place and person.

The management methods commonly used in hotels include: organization chart, work type, work specification, work schedule and so on.

1. Organization chart

The organization chart shows the basic classification and relationship of posts and responsibilities, and it is an organization chart in organizational form, but it has some limitations, such as the scope of authority and responsibilities at all levels, the non-linear relationship between two employees with the same status or the indirect relationship between employees in different departments are not obvious. For this reason, various job descriptions and organization manuals are important supplementary explanations for organization icons.

2. Job category

Job category is a description that reflects the required skills and job responsibilities. Directional training for employees is helpful to complete job evaluation, formulate salary grade and determine the scope of authority and responsibility. The job description includes appraisal data, job summary, accusations and requirements.

3. Job specification

A job specification is a statement of the standards to be achieved in a job, which includes job responsibilities, working conditions and personal qualifications.

4. Work schedule

Work schedule is the concept of the work to be completed by employees, with 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, positions, supervision by whom, shift change by whom, rest days, meal time, rest time, work content to be done in each period, etc.

Modern kitchens don't have only one room as in the past. It is expanded into several rooms (working areas): hot food making area, supply area, cold food making area, bread and cake making area. A sink storage equipment and a warehouse for inventory that is conducive to washing various tableware; There are offices, dressing rooms and washing rooms.

The job of the kitchen is to process and make food. If food can't be eaten, it's meaningless; Cooking food must have attractive characteristics, such as pleasant taste, aroma 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 very hot. If a kitchen is poorly designed or managed, there will be such scenes without it: hectic, noisy, hot and chaotic. This is why the different tasks in the kitchen should be separated and divided into several areas.

an important content of kitchen management is food production management, which means that there should be a whole set of production procedures, including operating procedures, schedules and so on; At the same time, it should reflect the production standards, that is, product standards (quality), time standards (efficiency) and cost standards (profit).

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

It shall submit the summary of each department (team) last month before 2nd of each month.

It shall submit the employee attendance sheet, inventory sheet, etc. of employees of each department (team) last month before 2nd of each month.

The foreman is responsible for holding the pre-shift meeting twice a month, and the supervisor shall hold a meeting of all employees under his jurisdiction once a day. Hold a staff meeting once a week to sum up the gains and losses of the work, praise the advanced, talk about the planned objectives for next month, arrange the work, and attend various regular meetings held by the hotel.

Foremen and supervisors attend the morning meeting to report the work. The work that needs coordination is the main task, and put forward suggestions for rationalization and improvement.

The foreman inspection rate is 111%, the supervisor inspection rate is 81%, and the manager spot check rate is 61%. (The spot check rate in the area reaches 81%), And make records.

The content of the pre-shift meeting requires giving priority to praise, summarizing yesterday's work, and assigning tasks for the day.

Hold employee seminars regularly, once a week in the team and twice a month in each department, and the manager will talk with employees in different departments every week to get to know the situation.

11, hold a pre-and background exchange meeting once a month to strengthen the communication between the front desk and the kitchen.

11, the kitchen department will arrange at least once a week. Teams of all departments shall arrange professional knowledge and corporate culture training at least twice a week.

13, implement hierarchical management system, and punish the person in charge of the responsible department according to the regulations, and the direct leader shall be jointly and severally liable for management.

Conduct democratic appraisal 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 hourly overtime work of the employees, check the water and electricity shutdown and the operation status 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 the meal, 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. 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. When the guest is an old customer, it 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 deduction on the bill, which will 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.

reward and punishment system for tableware management

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 recording and applying 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 the employee intentionally damages tableware (due to his bad working attitude), the foreman has the right to write a compensation form on the spot, and the compensation amount is twice the purchase price.

3. 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 punished equally according to the purchase price, and the management personnel shall be jointly and severally liable.

Award:

1, for example. 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.

Each team and department will set up a detailed list of tableware collection and an inventory table. < 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 team with outstanding tableware management, and popularize the 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.

2, if the washing room adopts manual washing, the washing workload can be unified. 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:

Not in gfd. 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.

Any other guest complaints caused by restaurant personnel.

Guest complaints caused by improper sales promotion.

Generally, the unqualified items are not corrected after the second inspection, and they are upgraded to serious unqualified items.

Item management measures

1. Cloth management

Receiving: < According to the configuration in the private room, it shall be assigned to each private room, and the responsibility shall be assigned to the person, and the spare items shall be assigned to the floor for safekeeping.

2. The daily requisition shall be reported once a month by the foreman, and submitted to the restaurant manager after the supervisor has reviewed it, and then submitted to the department manager after approval (the reason for the requisition shall be indicated in the requisition)

3. If the mouthcloth and tablecloth are lost or damaged due to the employee's human error, the responsible person shall bear the losses. The supervisor will report it to the manager for approval before it takes effect.

Replacement:

1. Send linen twice a day, and the foreman will arrange for the staff on duty to send dirty linen, fill in the cleaning sheet, sign it and get back the same amount of new linen.

2. The linen delivery should be signed by the linen room and the delivery staff at the same time, and the replacement of linen must go through written procedures. Signature of both parties.

3. The foreman is responsible for issuing and keeping the spare linen.

Keeping: 1. Each floor should establish a linen collection registration form (indicating the damage and loss records for the inventory at the end of the month)

2. The foreman is responsible for the linen management of this floor, the supervisor is responsible for the linen management of this department, and the manager is responsible for the linen management of the whole restaurant.

3. Make a big inventory at the end of the month. Find problems in time and deal with them in time to control the loss.

II. Tableware management

Requisition:

1. All tableware and spare tableware are collected by the department according to the seating position and distributed to each private room (restaurant).

2. When tableware needs to be replenished, the foreman is responsible for filling out the requisition form, which is reviewed by the supervisor and signed by the restaurant manager.