11-minute speeches by ordinary employees

In the busy work, one year is almost over. During this year, our food and beverage department has achieved good results under the correct leadership of hotel leaders. The following is a 11-minute speech by ordinary employees, hoping to help you!

1

Here I learn and advocate how to do a good job in quality service and master seven elements:

1. Smile In the daily operation of the hotel, every employee is required to treat guests with a sincere smile, regardless of time, place, mood and other factors. Smile is the most vivid, concise and direct greeting.

2. Proficiency requires employees to be proficient in all aspects of their work and be as perfect as possible. Employees should be familiar with their own business work and various systems to improve their service skills and skills. The journey of a thousand miles starts with one step. If you want to be proficient in business, you must have good training courses, constantly sum up practical experience, learn from each other's strong points, and specialize in many things, which will improve the service quality and work efficiency of KTV.

3. Preparation means being ready to serve guests at any time. In other words, it is not enough to have a sense of service. Preparation includes psychological preparation and behavioral preparation, which should be done well in advance. For example, before the guests arrive, make all preparations and be ready to serve them at any time. Don't worry.

4. Attention is to treat every guest as a god and not ignore the guests. Employees sometimes tend to ignore this link and even produce negative service phenomena. This is caused by the superficial phenomenon that employees see that they are dressed casually, consume less and feel no style. In real life, the richer people are, the more they tend to dress casually, which is their confidence; Clothes don't represent wealth at all. We must never judge a person by his appearance and neglect the subtle service. We should pay attention to and be kind to every guest and let them spend willingly. We should remember that the guests are our parents.

5. Exquisiteness is mainly manifested in observing, feeling the guest's psychology, predicting the guest's needs and providing services in time. Even before the guests ask, we can do it for them to make them feel more cordial. This is what we call higher consciousness.

6. The key to creating a warm atmosphere for guests lies in emphasizing the environmental layout and friendly attitude before service. Master the guests' hobbies and characteristics, create a feeling of home for them, and make them feel at home.

7. Sincere hospitality is the virtue of the Chinese nation. When guests leave, employees should sincerely invite them to come again through appropriate language. In order to impress the guests, the current competition is service competition and quality competition, especially in the hotel industry. The importance of service is self-evident. We use all kinds of high-quality services to form our own service advantages, so as to create higher customer satisfaction in the fierce market competition and make the hotel invincible! Every profession needs to emphasize team spirit, and so does Happy Di. When business is busy, colleagues can understand each other and share their troubles with one heart and one mind. Usually, there are tricky customers. If one person is in trouble, other colleagues will go up in time to adjust the dispute so that the situation is no longer bad. Everyone has a clear division of labor and works actively, truly achieving the effect of one hero and three gangs.

I usually chat with customers to find out their favorite songs and recommend new songs to satisfy customers. This will increase the number of repeat customers and let customers recommend friends to improve the consumption rate. After that, I will also make some summaries, which will make my service more acceptable and liked by customers over time.

as a soldier, I will also encounter some setbacks and helplessness. Some people think that a small logistics worker is insignificant, and some people think that my career is low and I don't respect people. But what I want to say is: all roads lead to Rome, and I am happy to serve others and work here! I can be proud of this collective work. I think my career is like a watch. An hour hand rotating on the surface can bring time and happiness to everyone, but the tiny part rotating inside is hard to see, but it is necessary.

Of course, there is no end to learning, and it must be applied to future work. I hope that leaders can supervise and urge colleagues to learn from each other, improve service efficiency in future work, and strive to be an excellent service staff, so that customers can feel unusual happiness in the world of Yindu Hotel. 2

How time flies! I have been working in the catering department of _ _ Hotel for one year in a blink of an eye. According to the work arrangement of the catering department manager, I am mainly responsible for the daily operation of the restaurants, bars and stewards of the department and the training of the department. Now I will make a summary report on the work this year and briefly outline my work plan for 21 years.

as an internationally renowned brand hotel, the operation and management of the catering department is very mature, with a high market reputation. After 21 years of management experience, it has formed its own management style, and it is difficult to make a breakthrough in service management and training. After joining the job, according to the actual situation of the food and beverage department, I put forward the management goal and slogan of "building an excellent service team", aiming at improving the overall service quality and establishing a good industry image. Since I joined the company for one year, I have mainly carried out the following work:

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 21__, I carried out the following work in the daily management and service quality construction of various operating departments:

1. Writing operating procedures, Improve service quality

According to the actual operation situation of each department of the Food and Beverage Department, the service standards of each department were unified, which established standards and basis for the training, inspection, supervision and assessment of each department and standardized 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 at the management summary), and directly participate in on-site service, give timely corrections and prompts to the problems on the spot, record typical problems, and reflect them to the heads of various departments to analyze the root causes of the 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 the emcee more distinctive and promoting the reputation of the wedding banquet market.

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 and customer satisfaction, the last day of each month is designated as the service quality seminar day, which is attended by 4-5 level managers of various restaurants to analyze the service status of each restaurant in that month, review service quality, share management experience, analyze typical cases and find out the root of the problem. At the seminar, restaurants learn from each other, and the participants actively participate, express their opinions, dare 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 an X platform for restaurant managers to communicate and exchange management experience, which 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 of water X by managers of various departments. The restaurant managers analyzed and summarized the collected cases and came up with solutions to the problems, making the management more targeted and reducing the probability of 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 competition of service skills and catering knowledge in August, and compiled the practical operation plan of the competition. After more than one month of preparation and preliminary competition, with the strong support of the Human Resources Department and the Administration Department, it was successful, affirmed by the superior leaders, and fully demonstrated the catering department's skilled service skills and excellent basic skills.

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 ideas 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, Catering Marketing Knowledge 2 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 Mentality Training, Five Practices for Service Personnel, Employee Etiquette and Politeness, and Wine Knowledge. These training courses have enabled grassroots service personnel to improve their service consciousness, service mentality and knowledge.

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

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 service quality of VIP rooms.

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

As an integral part of the catering cough, 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 the 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

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

1. Insufficient management, uneven efforts and weak links

The management of some sensitive issues in the management process is weak, and the repeated service quality problems cannot be hit the nail on the head. 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.

in the year of 21 _ _, we will adjust the training direction, reduce the training density, pay attention to the training effect, provide relevant information for 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 study of catering professional knowledge, set off a craze for 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, and make a good reserve for hotel star-rated upgrades.

7. Optimize training courses and improve management level

The idea of setting up the main courses of departmental training in 21__ years is to adjust and optimize some courses in 21 _ _ years to make the courses more targeted and effective. The daily management work will be closely combined with the learned content to comprehensively promote catering management.

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

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

the smooth development of the work in 21 _ _ depends on the careful guidance and care of the leaders, the help of the human resources department and the administrative department, and the strong support of all the 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