First, to improve service quality as the core, strengthen the construction of service quality project, which is a huge systematic project and a comprehensive embodiment of catering management strength. In xx years, the following work was carried out in the daily management and service quality construction of various operating departments:

1. Work out operating procedures to improve service quality. According to the actual operation of various departments in the catering department, we have compiled the Operating Rules for Banquet Service, Evening Room Service, Western Restaurant Service, Bar Service and Stewardship Department. Unify the service standards of all departments and provide training, inspection, supervision,

The assessment established standards and basis, 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, and clear and detailed regulations are made from the aspects of customer 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 the supervision and management of walking site.

On-site supervision and mobile management are important forms of catering management. During my duty, I insisted on allocating management time according to the "February 28th" principle (80% of the time was spent on managing the site and 20% was spent on making management summary). I directly participated in the on-site service, promptly corrected and prompted the problems that appeared on the site, recorded typical problems, and reported them to the heads of various departments, analyzed the root causes of the problems, made training plans and blocked management loopholes.

3. It is the brand project of the hotel to make the overall practical plan of the wedding banquet and improve the service quality of the wedding banquet. In order to further improve the quality of wedding service, the overall practical plan of wedding service was worked out, which further standardized the operation process and service standards of wedding service, highlighted the atmosphere of wedding scene, and invited the human resources department to conduct special training for wedding emcee, making it more distinctive and enhancing the reputation of the wedding market.

4. Convene special service meetings regularly to discuss the problems existing in the service.

Good service quality is the core of catering competitiveness. In order to ensure the service quality, improve the service management level and improve customer satisfaction, the last day of each month is designated as the service quality seminar day, which is attended by the 4-5 level managers of each restaurant to analyze the service status of each restaurant in that month, review the service quality, share management experience, analyze typical cases, find out the root causes of problems and explore management methods. At the seminar, restaurants learn from each other, and participants actively participate and 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 discussion form 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.