Time flies, like a blink of an eye. Inadvertently, 2121 will come to an end. Looking back on the past days, I have gained years and growth. Have you finished your year-end summary? The following is the "Floor Manager's Year-end Personal Work Summary 2121" compiled by me for your reference only. Welcome to read this article. Year-end personal work summary of the floor manager 2121 (1)
It has been more than a year since he joined the company in a blink of an eye. According to the work arrangement of the company manager, he is mainly responsible for the daily operation of the restaurant floor and the training of the department. Now, the work situation in 2121 is summarized and reported, and the work plan for 2121 is briefly summarized.
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 location, and require that courtesy and courtesy be applied to every bit of work, so that employees can supervise each other and make progress together.
2. Insist on the inspection of gfd before class. Those who fail in gfd can only take up their posts if they are qualified. Correct the appearance problems immediately when they are found on the post, supervise the use of guest manners and manners, and the employees will develop a good attitude.
3. Strictly grasp the positioning of posts and service awareness, improve service efficiency, rationally allocate 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 respective duties, clarify their respective work contents and carry out division of labor and cooperation.
4. Advocate 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-based, well-documented, implemented by someone, supervised by someone, followed by people, 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 of 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 as 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 as to make daily service more targeted and reduce the probability of customer complaints.
2. 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 staff 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 in the case of more work, the priorities are not very clear.
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.
4. Planning the overall management and operation of the restaurant
1. Strict management system and employment training system, clear job assessment 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. Year-end personal work summary of the floor manager 2121 (II)
It has been almost a year since I joined xx Hotel 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 floor and the training of the department. Now I will make a summary report on the work in 2121 and briefly outline my work plan in 2121.
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 location. They are required to apply courtesy and courtesy to every bit of work, and the employees should supervise each other and make progress together.
2. Insist on the inspection of gfd before class. Those who fail in gfd can only take up their posts if they are qualified. Correct the appearance problems immediately when they are found on the post, supervise the use of guest manners and manners, and the employees will develop a good attitude.
3. Strictly grasp the positioning of posts and the sense of service, improve the service efficiency, rationally allocate the service personnel during the peak meal period, and support the busy area with the foreman or supervisor as the center at any time. Other personnel should do their own duties, clarify their respective work contents, carry out division of labor and cooperation, and carefully receive each table of guests, so as to be busy and not chaotic.
4. Advocate 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-based, well-documented, implemented by someone, supervised by someone, followed by people, and summarized.
6. In the public health management area, it is required that the cleaning staff or all employees on the floor should clean up any foreign objects or dirt immediately. 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. Buffet is a new project in the restaurant. In order to improve the quality of buffet service, the Overall Practical Plan of Buffet Service was formulated, which further standardized the operation process and service standards of buffet service.
8. Establish a restaurant case collection system to reduce the probability of customer complaints, and collect complaints from restaurant customers about service quality and quality as 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 as to make daily service more targeted and reduce the probability of customer complaints.
9. On-site supervision and ambulatory management are important forms of catering management, and they directly participate in on-site service, promptly correct and prompt the problems that appear on the spot, record typical problems, reflect and analyze the root causes of the problems to department heads, and plug management loopholes.
2. 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 staff 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 in the case of more work, the priorities are not very clear.
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 for 2122
1. Strengthen the maintenance of member customers.
2. On the basis of the existing regular meeting, we will further deepen the content of the regular meeting, enhance the depth and breadth of the discussion, and build the service quality seminar into a communication platform for all service personnel, learn from each other, share service experience, and stimulate their thinking.
3. We will innovate and upgrade the service on the basis of the existing service level, focus on service details and humanized services, improve the entry qualifications of service personnel, strengthen daily services, establish a high-quality service window, and manufacture.
4. In the management of goods, the responsibility lies with people, and there are rules to follow, well documented, enforced and supervised.
5. Planning the overall management and operation of the restaurant
1. Strict management system and employment training system, clear job assessment 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. Year-end Personal Work Summary of Floor Manager 2121 (III)
Another year has passed unconsciously, which is meaningful, valuable and rewarding. Looking back on this year's work experience, under the leadership of our company's top management, with the support and help of colleagues, all the staff on the floor carried forward the work style of being hard-working, conscientious and responsible, seeking truth from facts and struggling hard, and successfully completed all the tasks entrusted by the leaders. In order to better enhance the overall image of our market, at the beginning of this year, our floor formulated the "annual work plan for floors". Our staff on the first floor will focus on the following aspects in their work in 2121:
First, comprehensively improve the service quality of floor managers. This year, the service standard of this floor has been improved on the basis of last year. Combined with the various systems promulgated by the company, through various forms of training, every floor staff can understand what image Freeport should establish in the eyes of merchants and customers, and what merchants and customers need is what we have to do. Shopping malls are as cruel as battlefields, and if you don't advance against the current, you will retreat. If the market wants to develop, you must have the ideas and measures to lead your competitors. Therefore, if the market wants to be in an invincible position in the fierce market competition, it must put commodity brands, service brands and corporate culture brands on the important work schedule, and promote, maintain and develop them.
second, enhance the overall quality of floor staff. Staff strengthen communication between departments in their daily work and eliminate misunderstandings in management. Train employees not only to find problems in their daily work, but also to put forward improvement measures and methods for the problems and report them to the department manager in time. The contents of the training are more < P >, and the staff in each position should not only be familiar with the work of this position, but also master the necessary knowledge of consumer elimination and market information.
third, in combination with the company's regular meeting and various systems promulgated, we will continuously strengthen the training of floor employees.
① according to the company's development direction, the training objectives are closely combined with the company's development objectives, so that employees can reach the cognition and recognition of corporate culture, values and development direction.
② make employees master the company's rules and regulations, job responsibilities, work essentials, etc.
③ Improve employees' ability to perform their duties, correct their work attitude, improve their work enthusiasm, cultivate teamwork spirit and form good work habits.
④ Improve employees' work performance, strengthen their sense of responsibility and safety, and establish the principles of efficiency and benefit.
fourth, strengthen the supervision and management of employees and strictly abide by the company's labor discipline.
in daily work, follow up the daily code of conduct of front-line employees, take market service as the purpose and management norms as the goal, persist in innovation in work, report problems found in on-site management to the competent managers of various departments in time, and never shirk their responsibilities. Strive for progress, set an example, act according to the rules, unite and cooperate, and complete all the work objectives and tasks assigned by the company on time.
The following are the requirements for the staff of each post on the floor:
(1) The job requirements of the floor manager and management personnel:
1. Be dedicated, love their posts and be loyal to their duties; Good conduct, integrity; Adhere to principles and set an example; Familiar with national laws and regulations and company rules and regulations related to work; Familiar with the work flow, operation points and precautions of the department, and have the management consciousness of improvement and innovation; Responsible for setting weekly work objectives and leading subordinate employees to achieve them.
2. Be responsible for the standardized management of hardware such as environmental sanitation, commodity display and facility maintenance on the floors under its jurisdiction; Responsible for the standardized management of personnel attendance, gfd and reception services of employees; Be responsible for dealing with general emergencies in the market, such as customer disputes, merchant disputes, etc. Familiar with the operation of the market and the rental of shops.
3. Be responsible for regular comprehensive and accurate communication with merchants, and actively grasp the business dynamics of merchants; Hold regular symposiums with merchants, solve problems raised by merchants in time or report to superior leaders.
4. Implement the spirit and instructions of the company's weekly meeting, and ensure that the employees comply with them; Preside over the regular meeting of floor staff to solve the problems in work in time; Conduct regular professional knowledge training for employees to ensure that their business skills and work quality meet the work requirements; Examine the actual working ability of employees and make a correct evaluation.