Hotel service management plan

1. Responsibilities of the restaurant supervisor

1. Seriously implement the intention of the manager of the food and beverage department and actively implement the tasks and daily operation of each period.

2. Have the spirit of making more contributions to the hotel, constantly improve management and strive for perfection in business.

3. Draw up the service standards and working procedures of this restaurant.

4. Conduct regular business training for subordinate employees, continuously improve their professional quality and service skills, and master their ideological trends.

5. Treat guests warmly and humbly, properly handle complaints from guests, continuously improve service quality, strengthen on-site supervision, and insist on commanding at the front line during business hours to find and correct problems arising from service in time. Establish a good relationship with the guests, and convey the guests' opinions on food to the head chef to improve the work.

6. Strictly manage the equipment, materials, utensils, etc. of this restaurant, so as to ensure that the accounts and materials are consistent and maintain the stipulated intact rate.

7. Pay special attention to the cleanliness of tableware and utensils, and maintain the environmental sanitation of the restaurant.

8. Do a good job in restaurant fire prevention.

9. Keep a good work log, do a good job of succession, and make a good work plan and summary.

2. Responsibilities of the foreman:

1. Accept the work assigned by the restaurant supervisor and be fully responsible for the work of the team.

2. Set an example, have a strong sense of responsibility and dare to manage.

3. Assist the restaurant supervisor to formulate the service standards and working procedures of the restaurant.

4. command and arrange manpower reasonably, and manage the work shifts of the staff of this class.

5. Check the attendance of the staff of the class, whether the preparations are qualified or not, check and register the waiter's work and discipline on that day, and report to the supervisor in time.

6. Deal with the problems in service and guest complaints, and report to the restaurant supervisor.

7. Cooperate with the restaurant supervisor to conduct business training for subordinate employees, and constantly improve their professional knowledge and service skills.

8. Do a good job in keeping the articles of the team and the hygiene of the restaurant.

9. Keep an eye on the guests' movements at any time, and supervise the employees to be active, enthusiastic and polite.

11, ask the waiter to be familiar with the characteristics of dishes and be good at selling dishes and drinks.

11. Complete the temporary tasks assigned by the restaurant supervisor.

12. Be responsible for keeping a work diary and completing the handover procedures.

3. Responsibilities of the usher:

1. Know the table reservation and restaurant service task list of the day in time, and make sure to arrange the table.

2. Accept the temporary reservation of guests.

3. Be responsible for seating and welcoming guests to the restaurant.

4. Be neat and tidy, and don't leave your post without permission.

5, according to the guests of different objects, arrange their favorite table reasonably.

6. Answer questions raised by guests about food and hotel facilities, collect relevant opinions and report them to the restaurant supervisor in time.

7. politely refuse non-dining guests to visit the restaurant and guests with untidy clothes to eat in the restaurant.

8. Ensure the sanitation of the lot and make all preparations.

9. When the restaurant is full, politely explain it to the guests. And warmly contact or introduce guests to other restaurants in this hotel for dinner.

4. Responsibilities of the waiter:

1. Arrange the dining room and dining table according to the specifications and standards, and make good preparations before the meal.

2. Ensure that the tableware and glassware used are clean, sanitary, bright and without gaps. Tablecloths and napkins are clean, crisp, undamaged and stain-free.

3. greet the guests as per the service procedure, assist them to order food, and introduce the special or seasonal dishes to them.

4. Be neat and tidy, and don't leave your post without authorization.

5. Patrol the Taiwan frequently, provide various services according to the procedures, collect and remove tableware in time, and change the handlebars frequently. Be good at selling drinks.

6, after the meal, do a good job of cleaning the restaurant.

7. Be familiar with the contents of menu and wine labels, such as how to make food.

8, do a good job of finishing after dinner.

5. Job responsibilities of the vegetable runner:

1. Do a good job of putting clean tableware and utensils into the cabinet before business, so as to ensure convenient use when opening meals.

2. Prepare ingredients and utensils for various dishes before meals, and actively cooperate with the chef's work before meals.

3. Understand the characteristics, names and service methods of dishes, and deliver all kinds of dishes to the front desk accurately and quickly according to the time requirements of the front desk.

4. Understand the checkout method and keep the order properly for recheck.

5. Assist the front desk clerk to make pre-meal preparation, after-meal service and after-meal finishing work.

6. Assist the chef to control the quality, such as the shape of the dish, the cold and hot degree of the dish, etc.

7. Assist the front desk clerk and communicate the information in the front and back office.

VI. Service specifications and procedures of Chinese restaurants

ⅰ. Operating procedures for casual meals

(1). Requirements for casual meals

1. Understand the varieties served on the same day (such as soup, seafood, seasonal dishes, desserts, fruits, special introductions and selling).

2. Material preparation: (soy sauce, pepper, boiled water, a la carte, hot towel, tray, etc.).

(2), inspection work before meals

1, attend the regular meeting before class and obey the work arrangement of the day.

2. check gfd.

3. Table decoration:

Tableware shall be neat, placed uniformly, clean and without gaps, table cloth and oral cloth shall be free from damage and stains.

4. Arrangement of desks and chairs:

The chairs are clean and dust-free, with no stains on the chair surface, and the desks and chairs are aligned horizontally or vertically or form a pattern.

5. Worktable:

Dining cabinets and trays shall be arranged in a neat and uniform manner, and the dining cabinets shall be arranged in a neat and non-skewed manner.

6. check the flowers and plants.

7. Check the ground.

(3) Greeting the guests

1. Greeting staff

When the guests enter the restaurant, the greeting staff makes a bow (about 31℃)

Enthusiastic solicitation of the guests: "Welcome, sir/madam, how many people are there?"

The friendly tone makes the guests feel particularly respected.

2. Restaurant waiter

(1) Stand to welcome guests

5 minutes before the meal starts, wait for the meal to greet the guests in a self-managed position, stand upright, do not rely on anything, do not cross your feet, naturally cross your hands in front of your abdomen, and be dignified and full of energy.

(2) Pull up the chair to give up the seat

The waiter should assist the usher in arranging the guests' seats, and pay attention to the female guests before the male guests when pulling up the chair.

(3) If guests need take off your coat, help them hang up their clothes.

(4) In-meal service

Pass the towel from the guest's right and say, "Sir/Miss, please use the towel". Then ask the guest: "What kind of tea do you like to drink? We have scented tea and oolong ... ".

2. Add or remove tableware

3. Pour tea:

Put the teacups and saucers on the tray, pour tea until it is eight minutes full, and hand it over from the right side of the guest.

4. Drop the napkin and take off the chopsticks cover:

Untie the napkin and gently put it on the guest's legs. If the guest leaves temporarily, fold the napkin into a triangle and lay it flat on the right side of the dining table.

5. Serve seasoning for the guests:

Take the seasoning dish to the tray and pour it.

6. Small towels:

Clip them into the tray one by one with towel clips and take them away (this can be done together with Article 5).

7. Order:

1) Introduce the dishes:

After the guests have seen the menu for a moment, they come forward and ask with a smile, "Sir/Miss, can I order now?"

"What would you like to order, sir/madam?" "It's good that we have food. There are special varieties today. Would you like to try them?" If the guest's order is not served, he should apologize and say "I'm sorry", and suggest ordering other similar dishes.

2) selling Qin products:

selling the same dishes.

when ordering food and drinks, please repeat it to the guests and ask if there are any mistakes or omissions.

8. Take back the menu and wine list:

The foreman and the usher will put them on the reception desk for backup.

9. Place an order:

When placing an order, the first copy will be submitted to the cashier; The second copy is stamped by the cashier and handed over to the bar or the kitchen by the vegetable runner as a voucher for taking drinks and vegetables; The third copy is used by the vegetable runner, and this copy can be kept.

11. Use trays to accurately deliver drinks to each guest according to the table number on the order.

11. The first course should not keep the guests waiting, which should not exceed 11-15 minutes at most. If the time is a little longer, you should apologize to the guests in time by saying "I'm sorry". If the guest is in a hurry, be sure to contact the kitchen and serve the food as soon as possible.

12. When serving food, you should politely say, "I'm sorry to have kept you waiting."

13. Serving order:

Cold dishes, hot dishes, staple foods or snacks, sweets and fruits.

the waiter in each pantry should cancel a dish on the third page in each pantry. Pay attention to the name of the dish when you go on stage.

14. When serving the last dish, you should take the initiative to tell the guests, "Sir/Miss, your dishes are all served" and ask the guests if they want to add anything.

15. After the dishes are served, hand over the dessert and fruit introduction cards to the guests and introduce all kinds of desserts and fruits to them.

16. Patrol Taiwan:

(1) Two or more cigarette butts in the ashtray should be replaced immediately.

(2) Remove the empty dishes, soup bowls and wine bottles.

(3) Replace the bone disc in time.

(4) add drinks and beverages in time.

the waiter should be responsive, answer questions, have a kind attitude, have a kind language and be considerate, and should meet the requirements of the guests before they speak. Keep an eye on the guest's dynamics and deal with emergencies in time.

17. Dishes and cutlery should be collected and removed:

Dishes and cutlery can only be collected and removed with the consent of the guests (except empty dishes). When the guests agree, they should be collected and removed one by one on the right side of the guests (if necessary, they can be packed at the workbench). Cash register and glassware should be collected first, and then tableware should be collected.

18. Serve hot tea:

Provide tea service (cover the bowl with tea).

19, dessert, fruit

dessert

fruit: before serving fruit, you should look at the variety of fruit, send bone plates, knives, forks, spoons and so on. (The knife is on the right and the fork is on the left)

21. Hand in a small towel

21. Check out:

When checking out, use the check-out clip and politely say, "Thank you, sir/madam, it's always * * * yuan." Pay attention to the receipt and change, and pay the money in person.

22. Pull the chair to see the guests off:

Thank the guests, see them off to the door of the restaurant, and welcome them again to remind them not to leave anything behind in the restaurant.

(5) Check the finishing touches after meals

1. After the guests leave, check whether there are burning cigarette butts and whether there are any left-over items.

2. Take away the tableware:

(1) First, arrange the dining chairs to keep the dining room clean and uniform.

(2) collect napkins and small towels first, and then cash registers, glassware and tableware.

3. Clean up the site, rearrange the environment and restore the original restaurant.

4. Tableware preparation:

During the service, try to address the guests by their surnames.

Work specification of the pantry:

1. Preparation before meals:

(1) Dress as required, arrive at work on time, and accept the work assignment of the foreman.

(2) Collect tableware, utensils, spices and condiments, and prepare a clean dining car and a clean rag.

(3) put the rice into a clean insulated rice bucket.

(4) prepare silver tableware for dinner.

(5) prepare a clean trash can.

(6) Ensure that the vegetable aisle is smooth, and the ground is not wet or oily.

(7) Attend the pre-dinner meeting on time to understand the work content.

2. In-meal service

(1) After everything is ready, stand at your post and wait for the order.

(2) after receiving the order, according to the requirements of the front desk time, quickly send the order to the relevant points in the kitchen (cold dish room, hot dish kitchen, pastry room, fruit room, etc.) for food delivery service in sequence.

(3) Run vegetables quickly to prevent them from getting cold. For some dishes that do not meet the quality and specification requirements, you should report to the chef (such as cold dishes, bad dishes, bad colors, etc.)

(4) Every time you run a dish, you should cancel the dish on the order, and check the finished order again to avoid mistakes.

(5) Send every dish to the table quickly and accurately.

(6) assist the waiter to change the tableware, arrange the wine bottles, add tea, and keep the food counter clean and tidy.

3. Finishing work

(1) Scrape off the used tableware, sort and stack them neatly, put all kinds of beverage cups, water cups and wine glasses into the basket rack column, sort and discharge all kinds of silver tableware, transport them to the washing room for washing and disinfection, put stainless steel tableware, chopsticks and chopsticks racks into the basket, send them to the washing room for cleaning, then retrieve them and wipe them up immediately and put them in a specified place for proper preservation.

(2) Shake all kinds of tablecloths, small towels, mouth cloths and other linens out of sundries, tie them up neatly and count them, then fill out the cleaning sheet and send it to the lineman for cleaning, and take back the clean cotton fabrics to the foreman according to the number received.

(3) Clean the background sanitation, floor, boiling water stove, pool, workbench and work cabinet, and keep the rice thermos bright.

(4) Clean up the small warehouse and put all kinds of articles in order.

(5) After the trash can is emptied, clean it and put it back.

(6) assist the restaurant waiter to make good preparations before meals, such as setting the table.

(7) receiving ingredients, packing boxes, packing bags, mine wax, solid alcohol and other items.

(8) Wash the teapot.

VII. Banquet reservation service procedures

1. For some old customers, in order to maintain the established contact, some discounts can be given appropriately when booking, and detailed information and materials about the hotel can be provided to new guests to enhance their interest and establish contact.

2. establish a guest relationship file (guest history file).

3. Do a good job in sales visit and banquet reservation.

4. Ask the guests for their opinions on service and dishes.

5. Check whether the table type and dishes meet the special requirements of the order.

6. Be responsible for answering guests' inquiries about the dining restaurant.

7. Understand guests' opinions and tastes on dishes, make friends with guests and follow up services.

(1) Job responsibilities

1. Banquet reservation personnel should master all kinds of information of the hotel, including menu, banquet form, acceptance conditions, price, etc.

2. Try to understand and satisfy the inquiries and requirements put forward by the guests, and take the opportunity to accept the guest's reservation.

3. To accept the reservation, we should do the following: keep polite words; Procedural order filling; Special requirements are assigned to people; Every post is organized.

4. The clothes are neat, the language is humble, the goods are reserved, the records are clear, and the orders are placed in time.

5. Seek truth from facts, do not engage in malpractices and practise fraud.

6. Stick to your post, actively sell and increase customers.

(2) banquet reservation procedures:

early shift

1. Dress according to hotel regulations and arrive at the post on time.

2. Check the handover records and handle the unfinished matters.

3. Check the change notice of banquets and group meals, and send it to all business locations accurately and quickly.

4. Check the banquet records and send the banquet notice to all restaurants, kitchens, bars, general manager's office, lobby, information desk, guest room and main bar.

5. warmly receive the reserved guests and go through the reservation procedures.

6. arrange the banquet venue and menu for today and the next day, copy the menu of today's banquet and send it to all relevant departments in time.

7. according to the next day's team dining notice, fill in the next day's team dining table and send it to the relevant departments.

1. Go to the staff canteen by turns.