The calendar of one year

has been turned over, and now it has ushered in a brand-new year of 21XX. Looking back on the work experience of the past year, the restaurant's business adjustment and running-in to the present stable operation are all due to the support and trust of the leaders of the food and beverage department. When the new year comes, we can see the ups and downs in the past year vividly and use it most vividly.

1. Strengthening the construction of service quality project with improving service quality as the core

The construction of catering service quality is a huge systematic project, which is a comprehensive embodiment of catering management strength. In XX year, the following work was carried out in the daily management and service quality construction of various operating departments:

1. Improve the service quality

According to the actual operation conditions of various departments in the catering department, we have compiled the Operating Specifications for Banquet Service, Qingyeting Service, Western Restaurant Service, Bar Service and Stewardship Service. Unify the service standards of all departments, establish standards and basis for training, inspection, supervision and assessment of all departments, and standardize the service operation of employees. At the same time, according to the service requirements of the VIP room, the service reception process of the VIP room is compiled, which makes clear and detailed provisions from the aspects of client reception, language requirements, dinner service, wine promotion, hygiene standards, article preparation, environmental layout, audio-visual effect, energy saving and so on, which promotes the service quality of the VIP room.

2. Strengthen on-site supervision and ambulatory management

On-site supervision and ambulatory management are important forms of catering management. I insist on allocating management time according to the principle of "28" during the shift (81% of the time is spent at the management site, and 21% of the time is spent doing management summary), and directly participate in on-site service, give timely corrections and prompts to problems appearing on the site, and record typical problems.

3. Compile the overall practical plan of wedding banquet to improve the quality of wedding banquet service

Banquet service department is a brand project of the hotel. In order to further improve the quality of wedding banquet service, the overall practical plan of wedding banquet service was compiled, which further standardized the operation process and service standards of wedding banquet service, highlighted the atmosphere of the wedding scene, and invited the human resources department to conduct special training for the wedding emcee, making it more distinctive.

4. Hold regular service conferences to discuss the problems existing in service

Good service quality is the core of catering competitiveness. In order to ensure service quality, improve service management level and customer satisfaction, the last day of each month is designated as the service quality seminar day, which is attended by 4-5 management personnel of each restaurant to analyze the service status of each restaurant in that month, review service quality and share management experience.

At the seminar, restaurants learned from each other, and the participants actively participated, expressed their opinions, dared to face problems and take responsibility, thus avoiding the recurrence of the same service quality problems in the management process. This form of discussion provides a platform for restaurant managers to exchange management experience and plays a positive role in ensuring and improving service quality.

5. Establish a restaurant case collection system to reduce the probability of customer complaints

This year, the Food and Beverage Department implemented a restaurant case collection system to collect customers' complaints about service quality and product quality, which is an important basis for improving management and evaluating the management level of managers in various departments. Restaurant managers analyzed and summarized the collected cases and came up with solutions to the problems, making management more targeted and reducing customer complaints.

Second, organize the first service skills competition to show the service skills of the Food and Beverage Department

In order to cooperate with the hotel's 15th anniversary celebration, the Food and Beverage Department organized restaurants to hold the first catering service skills and catering knowledge competition in August, and compiled the practical operation plan of the competition. After more than one month of preparation and preliminaries, with the strong support of the Human Resources Department and the Administration Department, it was successful, affirmed by the superior leaders and fully demonstrated.

Third, carry out employee training at all levels to improve the overall quality of employees

This year, * * * carried out 15 trainings, including 3 service skills trainings, 3 induction trainings for newcomers and 9 special trainings. The curriculum design and main contents are as follows:

1. Expand management ideas. Broaden industry horizons

Most middle-level managers in restaurants are gradually promoted by lower-level employees (some managers have been working in the same position for four or five years), and their management horizons are relatively narrow. In order to strengthen their management awareness and expand their industry horizons and professional knowledge, seven catering professional knowledge trainings were set up for middle-level managers this year, the main contents of which are Customer Satisfaction Management, Catering Marketing Knowledge 1 and Catering Marketing Knowledge 2. The setting of these courses has a positive effect on expanding the management ideas, catering professional knowledge and industry vision of middle-level managers, alleviating various contradictions and conflicts in the management process and enhancing the feelings between employees and employees and customers.

2. Cultivate employees' service consciousness and improve their comprehensive quality

In order to cultivate employees' service consciousness and improve their comprehensive quality, this year, we have carried out trainings such as Catering Service Consciousness Training, Employee's Psychological Training, Five Practices for Service Personnel, Employee's Etiquette and Politeness, and Wine Knowledge.

3. Carry out service skills training to improve the service level of VIP rooms

In order to improve the service reception capacity of VIP rooms, we have carried out "VIP Room Service Reception Skills Training" and "Restaurant Ordering Skills Training", analyzed and explained the problems in service reception in the form of case analysis and demonstration, and demonstrated the standardized service, marketing skills and humanized service in practice, which improved the VIP room.

4. Adjust the students' transformation mentality and quickly integrate into the catering team

As an important part of the staff in the catering department, whether interns can quickly integrate into the team and adjust their transformation mentality will directly affect the quality of catering services and team building. According to the characteristics of interns and their entry conditions, this year, * * * has carried out three special trainings on how to transform from campus people to enterprise people, with the aim of adjusting students' mentality, facing up to the role transformation and understanding the characteristics of catering industry. The setting of this course makes students fully prepared psychologically, alleviates the dissatisfaction caused by the unsuitable role change, and accelerates the pace of integration into the catering team.

5. The purpose of developing practical courses

is to improve work efficiency and make management more standardized and effective. In July, the course "Execution" was developed according to the phenomenon that the management of restaurants did not perform well, which made managers fundamentally realize that "a good system requires good execution", and combined with the specific performance of insufficient execution of restaurants and the implementation of execution by advanced enterprises in the same industry, it was analyzed in the form of case analysis, which made managers realize the important truth that "without execution, there is no competitiveness", and managers at all levels had a new understanding and understanding of execution.

IV. Problems and deficiencies

Although this year's work has been completed as planned, the quality of completion has not been enough. As far as departmental operation and training work are concerned, it is mainly manifested in the following aspects:

1. Insufficient management, uneven exertion, and weak links in some aspects

. At the same time, the main focus is on the quality of floor service, which weakens the management of the housekeeping department and the wine department.

2. There are not enough interactive links in training

There are not many interactive links in the training process, and there are fewer opportunities for employees to participate, which reduces the vitality and vitality of the classroom.

3. The course capacity is too large, the teaching progress is too fast, and the speaking speed is too fast

The catering professional knowledge course is too large, and the training progress is too fast and the speaking speed is too fast, which makes the trainees unable to pay close attention to the training content and weakens the training effect of this part of the course.

Work plan for five or 21XX years

The year of 21xx is an opportunity year. It is necessary to lay a solid management foundation, make full preparations for hotel upgrading, further improve service quality, optimize service processes, upgrade existing brand grades, create new brand projects, create service highlights and establish a good catering brand image.

1. Optimize the wedding banquet service process and improve the service quality again

The overall planning scheme of the 21XX wedding banquet will be optimized to further enhance and highlight the style of the host, add more pop elements (adjust the background music) in the wedding hosting link, package and enhance the festive atmosphere, highlight the highlights of the wedding, deepen the impression of the audience on the wedding, win more potential customers, and put.

2. Improve the quality of the seminar and establish a good communication platform

On the basis of the existing service quality seminar, further deepen the content of the seminar, expand the number of participants (including the heads of bars and catering departments), enhance the depth and breadth of the seminar, and build the service quality seminar into a communication platform for middle-level managers to learn from each other, share management experience, stimulate ideological sparks, and put it into practice.

3. Establish a monthly quality inspection mechanism and publish the monthly quality status of each department.

In 21xx, the hygiene status, engineering status, equipment and facilities maintenance status, safety management, service quality, employee etiquette and courtesy, food delivery service, labeling specifications and other contents of each department in the catering department will be comprehensively supervised and inspected according to xxx quality inspection standards, and the inspection results will be published regularly every month, and corresponding penalties will be imposed on unqualified departments and posts.

4. Take VIP room as a platform to create service highlights and set up a high-quality service window

On the basis of the existing service level, VIP room service will be innovated and upgraded, focusing on service details and humanized service, and the service personnel in VIP room will be structurally adjusted to improve the entry qualifications of VIP room service personnel and the salary and treatment of waiters, so as to make VIP room reception service a service model for the catering department and set up the catering department.

5. Assist the manager of the food and beverage department to promote the quality of products.

Products are the core of food and beverage management. In 21XX, we will assist the manager of the food and beverage department in collecting customer opinions and supervising the quality of products, and promote the quality of products.

6. Adjust the training direction and create a learning team

In, we will adjust the training direction, reduce the training density, pay attention to the training effect, provide information about industry learning, guide employees to learn professional knowledge, encourage employees to actively participate in the assessment of catering service skills, the professional qualification certification of bartenders and the learning of catering professional knowledge, and set off a wave of learning professional knowledge in the catering department. Reward employees who have obtained various industry qualification certificates recognized by the state, cultivate knowledge-based management talents, reserve excellent management personnel for hotel upgrading, and build the catering department into a learning team.

7. Optimize the training courses and improve the management level

The idea of setting up the main courses of departmental training in 21xx is to adjust and optimize some courses in 2116 to make the courses more targeted and effective.

8. Cooperate with the Human Resources Department to cultivate employees' corporate identity and improve their professional ethics.

Actively cooperate with the training work of the Human Resources Department to promote corporate culture, cultivate employees' corporate identity, improve their professional ethics and enhance their cohesion.

The smooth development of 21xx's annual work depends on the careful guidance and care of the leaders, the help of the Human Resources Department and the Administration Department, and the strong support of various departments in the Food and Beverage Department. New year's new hope, I hope I can get more guidance and correction from the leaders in the coming year, and I hope I can get more friendly and positive cooperation and support from my colleagues in my work.

The new year is a new starting point, and I hope that the catering management can be pushed to a new level in the coming year, making the management more perfect, reasonable and scientific. Summing up the past and looking forward to the future, at the beginning of the new calendar, I will continue to carry forward the advantages, correct the shortcomings, further improve the management level, and work hard to build a learning and excellent catering service team!

Part II

Time flies. It's the end of recent years, and it's been another year since I took over the canteen in a blink of an eye.

Looking back every day in the past, as a canteen manager, I deeply feel the great responsibility and heavy work pressure. Because the quality of my work is likely to affect the physical and mental health of all employees. Therefore, in order to foster strengths and avoid weaknesses, we can do our work better in the future. The work in the past year is summarized as follows:

First, as a canteen, it is naturally inseparable from food.

The canteen is an indispensable part of everyone's life. If we can't survive without food, it is also very important as a canteen of the unit. As a canteen administrator, we should pay more attention to the diet and ensure the physical and mental health of each student.

Second, as a collective canteen, food hygiene and safety is a major event related to the health of every student.

First of all, we require every canteen staff to have a physical examination before taking up their posts, and those who fail the physical examination are not allowed to take up their posts. The canteen is a place for students to eat, and it is also the most sensitive place to diseases. In order to make all the staff feel comfortable and have a meal, it is used as a canteen.