Part I

One year is almost over. During this year, under the correct leadership of hotel leaders, our food and beverage department has achieved good results. Now the work of this year is summarized as follows:

1. Establish daily management plans and management policies

Assist department managers to complete the whole food and beverage department. Communicate and coordinate with the relevant departments of the hotel to ensure the smooth progress of the food and beverage department, preside over pre-shift and post-shift meetings, arrange relevant work arrangements and summarize existing problems; Under the direct leadership of the food and beverage manager, cooperate with the foreman to affirm and praise the work of outstanding employees; Patiently give and coach backward employees, supervise their work quality and service quality, pay attention to their work performance and attitude, arouse their enthusiasm, reduce their mobility, establish team consciousness, increase cohesion, and go all out to do better.

Second, in terms of staff management

1. Check gfd before work, sort out the unqualified requirements before taking up the post, and supervise the etiquette use of employees so that employees can form good habits.

2. Strengthen employees' service awareness, improve service quality, rationally allocate personnel during the peak meal period, clarify their respective work contents, and work in a division of labor to ensure quality and quantity.

3. Conduct regular staff training, improve service efficiency and awareness, learn to observe words and observe emotions and discover what the guests really need from the nuances, and all we need to do is to do everything before the guests speak. Service is no small matter, which fundamentally changes the service attitude of employees. Service is not inferior. We are gentlemen and ladies who serve gentlemen and ladies. The purpose of training the staff in the kitchen and pushing the dishes every day is to make the staff understand the characteristics and taste of each dish, so that they can not only give the guests the most correct advice when ordering, but also save the waste of hotel dishes.

Hotel is a fast-changing industry, and new employees will always be an important part of the hotel. We should carry out special training according to the new employees' entry situation and characteristics, so that they can change their perspectives and quickly integrate into our big family. In life, pay attention to employees' mentality, maintain good working conditions, talk to employees regularly, and find out whether there are problems in their lives and solve them in time.

4. Improve the hygienic quality of catering; Strengthen the supervision of catering hygiene quality, make sure that each private room is kept in a state and be responsible step by step; The employee is responsible for the private room; The floor foreman strictly checks the hygiene and equipment of the rooms under his jurisdiction one by one. At the same time, he emphasizes that the work at the end of the day's meal collection has been cleaned up, and a weekly health table has been made to clean and maintain the restaurant in a targeted manner, so as to improve the sanitary quality of restaurant I and the service life of restaurant equipment and facilities.

5. Control material consumption, open source and reduce expenditure; Strengthen employees' awareness of saving, advocate controlling the waste of water and electricity, and implement the material consumption management responsibility system. Unified comprehensive inventory, once the loss responsibility to people, once a large number of losses are found out, the duty staff will be held accountable, and the floor foreman under the jurisdiction of the period will be held jointly and severally liable.

Third, optimize the plan

1. Since the buffet on the first floor began, the response has been very good. After that, we should constantly introduce new products, increase the variety of dishes and drinks, and attract more young tourists. Make use of network resources for online sales.

2. Reduce the cost of dishes and lead the mass consumption: change customers into independent consumption.

3. Create special theme banquets and make full use of holidays, so that birthday banquets, wedding banquets, family banquets and business banquets become an important part of increasing turnover.

4. Cooperate with travel agencies to receive tour groups and provide different grades of team meals. We also have enough room resources, which not only improves the attendance rate of the catering department but also the occupancy rate of the housekeeping department.

As the saying goes, dribs and drabs make a difference. In the future work, no matter whether the work of the food and beverage department is boring or colorful, I will continue to accumulate experience, work hard with all leaders and colleagues, study hard, and strive to improve my cultural quality and various work skills, and make contributions to the development of the company!

Part II

It has been more than a year since I joined the company in a blink of an eye. According to the work arrangement of the company manager, I am mainly responsible for the daily operation of the restaurant floor and the training of the department. Now I will make a summary report on my work this year and briefly outline my work plan for this year.

1. On-site management of the hall surface

1. Etiquette and courtesy require repeated practice at the regular meeting every day. Employees should use polite language when meeting guests, especially the cashier at the front desk and the service staff at the regional check-in desk, and require that courtesy and courtesy be applied to every bit of work, and employees should supervise each other and make progress together.

2. Insist on the inspection of gfd before work. Those who fail in gfd are required to be sorted out and qualified before they can take up their posts. If they find any appearance problems on the post, they should immediately correct them, supervise the use of guest etiquette and manners, and the employees should develop a good attitude.

3. Strictly grasp the positioning and service awareness, improve the service efficiency, make reasonable deployment for the service personnel during the peak meal period, and support the busy area at any time with the foreman or encouragement as the center. Other personnel should do their own duties, clarify their respective work contents, and carry out division of labor and cooperation.

4. Promote efficient service and require employees to serve guests as soon as they need service.

5. Goods management From large items to small items, whether it is customer damage or natural damage, everything requires rules to follow, well documented, implemented by someone, supervised by someone, followed by a single person, and summarized.

6. In the public health management area, the cleaning personnel are required to clean it immediately when they see foreign objects or dirt. The hygiene requirements of each area are that the sofa surface, the surrounding area, the dining table and the floor should be clean and free from water stains, neatly placed and without inclination.

7. During the meal time, because the guests arrive at the store in a concentrated way, there is often a phenomenon that the guests queue up, and the guests will show impatience. At this time, it is necessary for the foreman to prepare for the reception before the reception peak, so as to reduce the waiting time of the guests, and at the same time, pay attention to the table position to ensure that it is correct. Do a good job of explanation, shorten the waiting time, carefully receive every table of guests, and be busy without chaos.

8. Buffet is a newly-opened project in the dining hall. In order to further improve the quality of buffet service, the Overall Practical Plan for Buffet Service was formulated, which further standardized the operation process and service standards of buffet service.

9. Establish a restaurant case collection system to reduce the probability of customer complaints, and collect complaints from restaurant customers about service quality and quality, which provides an important basis for improving daily management and service. All restaurant staff analyze and summarize the collected cases and come up with solutions to the problems, so that the daily service is more targeted and the probability of customer complaints is reduced.

Second, the daily management of employees

1. As an important part of restaurant staff, whether new employees can quickly integrate into the team and adjust their transformation mentality will directly affect the service quality and team building. According to the characteristics of new employees and their entry situation, special training is carried out to adjust the mentality of new employees, face up to the role transformation and understand the characteristics of the catering industry. Make new employees fully prepared psychologically, alleviate the dissatisfaction caused by the inadaptability of role change, and accelerate the pace of integration into the catering team.

2. Pay attention to employees' growth, always pay attention to employees' mentality, maintain good working conditions, organize employees to study irregularly, assess employees, check the training effect, make up for deficiencies in time, improve the training plan, talk to employees regularly every month to do ideological work, and understand their recent work situation to find out and solve problems.

3. Strengthen training in combination with work practice, with the aim of improving work efficiency and making management more standardized and effective. Combined with the case study of daily restaurant, the employees have a new understanding and understanding of daily service, and have formed a consensus on daily service consciousness.

Third, there are shortcomings in the work

1. In the process of work, the details are not enough, the work arrangement is unreasonable, and the priorities are not very clear when there are many jobs.

2. There is a lack of communication between departments, and problems are often discovered only after an accident.

3. There are not many interactive links in the training process, which reduces the vitality and vitality.

IV. Work plan

1. Do a good job in internal personnel management, and make the management system strict and the division of labor clear.

2. On the basis of the existing regular meeting, further deepen the content of the regular meeting, enhance the depth and breadth of the seminar, and build the service quality seminar into a communication platform for all service personnel to learn from each other, share service experience and stimulate their thoughts.

3. The service will be innovated and upgraded on the basis of the existing service level, focusing on service details and humanized services, improving the entry qualifications of service personnel, improving the salary assessment and treatment standards of waiters, strengthening daily services, establishing a high-quality service window, creating service highlights, and innovating service brands on the basis of brands.

V. Planning the overall management and operation of the restaurant

1. Strict management system and employment training system, clear job evaluation grades, enhance employees' sense of competition, and improve personal quality and work efficiency.

2. Enhance employees' awareness of benefits, strengthen cost control and save expenses. Train employees to develop good habits of saving, use water and electricity rationally, find waste, stop it in time and strictly implement the relevant punishment system.

3. Strengthen the coordination between departments.

4. Pay attention to food safety and hygiene, and do a good job in various safety management.

5. Carry out multi-channel publicity and promotion activities and cooperate with surrounding companies to increase the membership rate.

Part III

Looking back on the past year, many wonderful memories have come to mind. With the attention and cultivation of the company, individuals have made great progress.

As a store manager, I feel a great responsibility. My experience in store management for half a year has made me understand the truth: for a foreign fast food restaurant with good economic benefits, it is necessary to have a professional manager first; Secondly, we should have good professional knowledge as the backing; Then there must be a good management system. Observe with your heart and communicate with customers with your heart, and you can do it well.

Specifically, it can be summarized as follows:

1. Seriously implement the company's business policy, and at the same time convey the company's business strategy to every employee correctly and timely, so as to serve as a bridge between the preceding and the following.

2. Do a good job in the ideological work of employees, unite the employees in the store, fully mobilize and give play to the enthusiasm of employees, understand the advantages of each employee, and give full play to their specialties, so that quantity can be applied. Enhance the cohesion of our store and make it a United collective.

3. Understand the information of peers through various channels, understand the consumer psychology of customers, know yourself and know what you know, and make our work more targeted, so as to avoid unnecessary losses.

4. Set an example and be an example for employees. Constantly instill corporate culture into employees, educate employees to have a sense of overall situation, and do things from the overall interests of the company.

5. Attract customers with thoughtful and meticulous service. Give full play to the initiative and creativity of all employees, so that employees can change from passive "let me do it" to positive "I want to do it". In order to create a good dining environment for customers and create more business achievements for the company, lead employees to do their jobs in the following aspects. First of all, do a good job of cleaning every day to create a comfortable dining environment for customers; Secondly, actively serve customers and meet their needs as much as possible; We should constantly strengthen our sense of service, and make our customers leave our shop with a heartfelt smile and polite language.

6. Deal with the cooperation between management groups and the cooperation between superiors and subordinates, with less complaints, more enthusiasm, look at the problems at work objectively and solve them with a positive attitude.

Now, the management of stores is gradually becoming digital and scientific, and the improvement of management means has put forward new job requirements for the store manager. Skilled business will help us achieve various operational indicators. A new year has begun, and achievements can only represent the past. I will manage our store with more exquisite and skilled business.

I feel deeply responsible for my work in the past year. To keep a clear head at any time and clear up the work ideas for next year, we should focus on the following aspects:

1. Strengthen daily management, especially the management of basic work;

2. Strengthen the training of employees internally, and comprehensively improve the overall quality of employees;

3. Establish a high degree of loyalty to the company, love and respect their posts, take care of the overall situation, and think of everything for the company, so as to contribute to the company's overall improvement of economic benefits.

4. Strengthen the unity and cooperation with all departments and brother stores, create the best and seamless working environment, get rid of discordant notes, give full play to the enthusiasm of employees, and gradually become a beautiful team.