In order to ensure the normal continuation of the restaurant business, make the second shift alternate and keep the personnel and articles, and properly hand over the services at all levels and the hotel property and articles, the staff of each shift should follow and implement this system. The handover parties must carefully and truly fill in the Work Handover and Duty Table, reflecting the situation of the guests, restaurant facilities and appliances at that time. The successor should reflect this work in the Work Handover and Duty Table before leaving work.

After the restaurant closes, the duty personnel should do a good job of setting the table and cleaning it. Make the countertop appliances perfect and sanitary, and there are no bottles, garbage and other items in the restaurant. All items should be placed in an orderly manner. Turn off all electrical switches, check whether there are any potential safety hazards, and then hand over to the security personnel on duty, and make handover records. Restaurant staff leave their posts. The fast-food restaurant is handed over to the night shift staff.

At the end of lunch, the manager on duty should go to the assistant manager's office in the lobby to make a good handover with the relevant personnel. When entering the duty state, he should pay attention to the post-service supervision, deal with the dissatisfaction or complaints of the guests in time, report to the superior immediately if there is any problem that cannot be solved, make a good record of ordering food by phone and the overtime work of the employees, and check the water and electricity shutdown after the guests leave the store. Operating conditions of facilities and equipment. Fill in the duty record after the duty and make a good handover with the successor.

Compensation system for damaged tableware of guests

In order to save money, control the loss of tableware and reduce the loss of the hotel, the system is formulated as follows:

Compensation:

1. If the guests damage tableware during the meal, they should be compensated.

2. The waiter should replace the new tableware for the guests in time. If the guest is the guest of honor or the host, he should tell the guest politely at an appropriate time.

4. When the guest has no objection, he should promptly notify the bar of the number of damaged tableware, product name, compensation price, room number or (table number) guest name.

The compensation amount shall be implemented according to the financial regulations, and generally the compensation shall be 1.21% of the purchase price. After the meal is closed, it shall be reported to the foreman in time to register and apply for new tableware.

No compensation is required. 11 yuan, the supervisor has the right to waive compensation; When 31 yuan is below, the manager has the right to avoid compensation; 51 yuan should be reported to the general manager.

4. The principle of free compensation is to adhere to the interests of the hotel, take care of the guests' face, and make better compensation; Finally, both parties are satisfied. Register immediately, fill in the claim-free form, appear in the form of deduction on the bill, and it will take effect after being signed by both parties and management personnel. Write it on the duty record and report it to the superior at the regular meeting.

reward and punishment system for tableware management

In order to strengthen management, improve employees' skills, enhance their sense of love for shops, and save hotel expenses, the system is formulated as follows:

Compensation:

1. Employees who accidentally damage tableware at work should immediately report to the foreman for record and apply for tableware. At this time, it is not necessary to compensate immediately, but to record the end of the month and make a one-time compensation according to the loss rate of tableware.

2. The head waiter has the right to make a compensation order on the spot, and the compensation amount is twice the purchase price.

3. All compensation is reported to the restaurant and the finance department in the form of fines, and records are made.

4. The supervisor who pays less than RMB 11 will sign and approve it; The following restaurant managers in 51 yuan sign and approve; The manager of the department above 51 yuan shall sign and approve.

5. The tableware loss rate shall be distributed to each floor team in proportion, and the floor team within the loss shall be counted at the end of the month, so employees may not be punished. If the loss rate exceeds, compensation shall be made according to the purchase price of tableware.

6. The tableware loss rate of the floor team shall be punished equally according to the purchase price, and the management personnel shall be jointly and severally liable.

Award:

1, for example. The income from daily punishment of tableware is used to reward the staff who keep the tableware well, and awarded the title of Angel of Love Shop.

2. The hotel will reward the floor-saving team according to 51% of the tableware loss rate.

3. Monthly evaluation of the red flag of Love Shop Home Inn.

Washing:

After the guests leave, the waiter will send all the tableware except glassware to the washing room to collect the same number of tableware. Fill in the delivery form. Or go to the washroom to collect the same number of tableware the next day. The washroom is responsible for keeping and cleaning all the tableware. The floor foreman is responsible for assisting in the distribution.

Inventory:

1. Inventory is made by the steward department and the restaurant department once every half month to analyze the reasons for the loss of tableware and reduce the loss of tableware.

2. The financial department will supervise the inventory once a month.

3. Tableware will be set up by all departments of each team. Westbank > The foreman shall issue a compensation form, which shall be signed by the supervisor and come into effect after being reviewed by the manager. It shall be made in triplicate (one copy for himself, the department and the personnel). 2. The damage caused by personal reasons shall be compensated by the responsible person, and the damage caused by the guest shall be compensated by the manager.

3. The loss caused by unknown reasons shall be equally compensated by the teams of various departments. If it is controlled within the loss rate, it may be exempted from compensation. Reduce the cost.

Reward:

1, reward and praise the team with outstanding tableware management, and popularize the experience.

2, criticize and punish the team that exceeds the loss rate.

Suggestion:

1, if the washing room adopts mechanical washing and dishwasher, all tableware can be washed uniformly.

2, if the washing room adopts manual washing. It is not appropriate to adopt uniform washing.

Classification of unqualified service in restaurants

Objective:

According to the unqualified phenomenon in the work of waiters in various positions in restaurants, identify the items that need to be paid attention to, so as to reduce the occurrence of unqualified items.

Scope:

It is used in various positions in the catering department

Classification:

It can be divided into general unqualified items and serious unqualified items

General unqualified items. Eating food with peculiar smell before taking up the post.

2. Not conforming to the norms of politeness and etiquette, not using polite words in place, standing, walking and gestures not conforming to the physical requirements.

3. Not accurately understanding the guests' intentions at work, and not providing accurate or timely service.

4. Making mistakes in cooperation with collaborators, affecting the guests' dining.

5. Articles (tableware trays, etc.) during meal service. The service of lighting cigarette is not timely.

7. The service of pouring wine, tea and drinks during meals is not timely. The service of changing ashtray and eating dish is not timely and does not conform to the specifications.

8. The service is not displayed, the name of dishes is not reported, meals are not divided, menus are not marked, etc. The behavior of serving procedures is simplified.

9. Call service appears during meals. Incorrect reception (not finished after the guest left for more than 1 minutes), untimely power off, etc.

11. Discontent of guests due to service skills.

12. Failure to collect and feedback information of guests seriously.

Serious nonconformities:

1. Complaints from guests due to poor service attitude.

2. Complaints from guests due to poor service skills. Refusing guests during normal business hours.

5. Altering bills without permission or attempting to extort cash and securities from guests or hotels by other means.

6. Detaining guests' drinks and articles without permission, and failing to hand in the articles left behind by guests.

7. Any fraudulent behavior at work.

8. Any other complaints caused by restaurant personnel.

9.