management system of meals and drinks: each department (team) shall report the work plan and training plan for the next month on 25th of each month. It shall report the summary of each department (team) last month before 2nd of each month. It shall also report the employee's attendance sheet, inventory sheet, etc. of each department (team) before 2nd of each month. The foreman shall hold the pre-shift meeting twice a month, and the supervisor shall hold a meeting for all employees under his jurisdiction every day. The manager shall hold the supervisor's morning meeting every morning. Hold a staff meeting once a week to sum up the gains and losses of the work, praise the advanced, tell about the planned objectives for next month, arrange the work, and attend various regular meetings held by the hotel. Foremen and supervisors attend the morning meeting mainly to report the work and the work that needs coordination, and put forward reasonable improvement suggestions. The foreman's inspection rate is 111%, the supervisor's inspection rate is 81%, and the manager's spot check rate is 61%. (The spot check rate reaches 81% in the area), and records are made. The contents of the pre-shift meeting. Summarize yesterday's work and arrange the tasks of the day. Hold employee seminars regularly, once a week in the team and twice a month in each department. The manager will talk with employees in different departments every week to get to know the situation. 11. Hold a communication meeting between the front desk and the back desk once a month to strengthen the communication between the front desk and the kitchen. 11. The kitchen department will arrange food training at least once a week. 12. Each department team will arrange professional knowledge and corporate culture training at least twice a week. 13. Implement hierarchical management system. In case of violation of any of the above items, the responsible person of the responsible department shall be punished according to the regulations, and the direct leader shall be jointly and severally liable for management. Democratic appraisal shall be conducted once a month as the basis for assessing the management personnel. Each department (group) shall hold a small entertainment (game) once a week to enliven the staff atmosphere. The department shall hold a speech or knowledge contest once a month, and each team shall send outstanding players to participate. In order to ensure the normal continuation of the restaurant business, the restaurant handover system will make the second shift staff, The goods shall be alternated and kept, and the services at all levels and hotel property and goods shall be properly handed over. All team members shall abide by and implement this system. 1. Personnel handover: the successor shall be on duty at the specified time without being late; Report to the supervisor or foreman before taking up the post. gfd meets the standard, and the "three belts" are complete. 11 minutes before the shift personnel leave work, the shift personnel shall hand over the work, and the shift personnel shall explain the work situation and relevant precautions to the successor, especially the guest's dining situation and the guest's needs. After the two personnel sign the Work Handover and Duty Table, the shift personnel will leave the post. Goods handover: the handover personnel will set the table supplies in the work area, Service supplies shall be counted and handed over to successors, and written records shall be made in the Work Handover and Duty Table. Handover records: both parties must carefully and truly fill in the Work Handover and Duty Table, reflecting the situation of guests, restaurant facilities and appliances at that time, and successors should reflect this work in the Work Handover and Duty Table before leaving work. After the restaurant closes, The staff on duty should do a good job of setting the table and cleaning it up. Make the countertop complete and sanitary. There are no bottles, garbage and other items in the restaurant. All items are 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 guards on duty. Make a handover record. The restaurant staff will leave their posts and get off work. The fast food restaurant will hand over to the night shift staff. When lunch is near the end, the manager on duty should hand over the work to the relevant personnel. During the period of entering the duty state, we should pay attention to the supervision of the later service, deal with the dissatisfaction or complaints of the guests in time, report to the superior immediately if the problems can't be solved, record the telephone reservation and the overtime work of the employees, check the water and electricity shutdown and the operation of the facilities and equipment after the guests leave the store, fill in the duty record after the duty and make a good handover with the successor. The compensation system for the damaged tableware of the guests in order to save money and control the loss of tableware, To reduce the loss of the hotel, the system is formulated as follows: compensation: 1. If the guest damages the tableware during dining, he should pay compensation. 2. The waiter should change the new tableware for the guest in time and clean up the scene quickly. 3. Tell the guest politely that he needs compensation. If the guest or host should take care of the guest's face, he should tell the guest euphemistically at an appropriate time. 4. When the guest has no objection, inform the bar in time the number, name and compensation price of the damaged tableware. Room number or guest's name (table number). The compensation amount shall be implemented according to financial regulations, generally 1.21% of the purchase price. After the meal is closed, it shall be reported to the head waiter for registration and application for new tableware. Free compensation: 1. If the guest is an old customer, it can be exempted from compensation. 2. If the guest refuses to compensate, it can be exempted from compensation. 3. When the broken tableware is below 5 yuan, the head waiter has the right to be exempted from compensation. 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, and it will appear in the form of deduction on the bill, which will take effect after being signed by both the parties and the management personnel. Write it on the duty record and report to the superior tableware management reward and punishment system at the regular meeting. 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. If an employee accidentally damages tableware at work, he should immediately report it to the foreman for record and apply for tableware. At this time, it is not necessary to compensate immediately, but the end of the month can be recorded first, and a one-time compensation can be made according to the tableware loss rate. 2. If an employee intentionally damages tableware (due to bad working attitude), the foreman has the right to open a compensation form on the spot, and the compensation amount is twice the purchase price. 3. All compensation can be reported to the restaurant and finance in the form of fines, and recorded properly. The following restaurant managers in 51 yuan sign and approve; The manager of the department above 51 yuan signs and approves .5, the tableware loss rate is distributed to each floor team in proportion, and the floor team within the loss is counted at the end of the month, so employees may not be punished. If the loss rate is exceeded, compensation will be made according to the purchase price of tableware. 6, the tableware loss rate of the floor team will be punished equally according to the purchase price, and the management personnel will be jointly and severally liable. Reward: 1, if the tableware loss rate of the floor team is within the control range, 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 rewards the floor-saving team according to 51% of the tableware loss rate. 3. The mobile red flag of "Love Shop as Home" is evaluated every month. Washing: After the guests leave, the waiter will send all the tableware except glassware to the washing room, get the same number of tableware, and fill out the delivery form. Or go to the washing room to get the same number the next day. The washing room is responsible for keeping and cleaning all the tableware. The floor foreman is responsible for assisting in the distribution. Inventory: once every half month, the Stewardship Department and the Restaurant Department make an inventory to analyze the causes of tableware wear and reduce tableware wear and tear. The Finance Department supervises the inventory once a month. Each team and department sets a detailed list of tableware recipients and an inventory table. Compensation: 1. The foreman issues a compensation form, which will take effect after being signed by the supervisor and submitted to the manager for review. In triplicate (I, the department, Personnel) 2 copies each, the responsible person shall compensate for the damage caused by personal reasons, the guest shall compensate for the damage, and the manager must agree to exempt the compensation. 3. For the damage and loss caused by unknown reasons, the team of each department shall compensate equally, and if it is controlled within the loss rate, it can be exempted from compensation. Analyze the causes of the damage and loss every month, reasonably control it, reduce the loss and reduce the cost. Rewards: 1. Reward and praise the outstanding team of tableware management, and popularize the experience. Criticize and punish the team that exceeds the loss rate. Suggestions: 1. If the washing room adopts mechanical washing and dishwasher, all tableware can be washed in a unified way. 2. If the washing room adopts manual washing, the workload of unified washing is too large, and the tableware is easy to be damaged, so it is not suitable to use unified washing. Classification of unqualified service in restaurants aims to identify the items that need attention in order to reduce the occurrence of unqualified items. Scope: classification of posts used in the food and beverage department: according to nature, it can be divided into general unqualified items and serious unqualified items. General unqualified items: gfd does not conform to the specifications, eats off-flavor food before taking up his post, does not conform to the norms of courtesy and etiquette, does not use polite words properly, does not stand, walk and gesture in line with physical requirements, does not accurately understand the intention of guests at work, provides inaccurate or untimely service, and makes mistakes in cooperation with collaborators. Affect the guests' dining. Articles (tableware trays, etc.) fall to the ground during the meal service, which affects the guests' dining. The hand-held lighter is not in place during the meal, and the cigarette lighting service is not timely. The service of pouring (drinks, tea, drinks), ashtray, dish replacement and other services are not timely and do not conform to the specifications. The serving is not displayed, the dishes are not reported, the meals are not divided, and the menu is not drawn. The serving procedure is simplified. After-meal improvement work is not in place, the standard of seeing the guests off is not implemented, the reception is not timely (the reception is not finished for more than 1 minutes after the guests leave), the power supply is not turned off in time, etc. 12, and the guests are dissatisfied due to service skills problems. Failing to carefully collect and feed back the information of the guests. Serious nonconformities: complaints from guests due to poor service attitude, complaints from guests due to poor service skills, complaints from guests due to restaurant environment or equipment, acts or intentions of refusing guests during normal business hours, unauthorized alteration of bills or attempts to take cash and securities from guests or hotels by other means, and unauthorized detention of drinks and articles from guests, Those who fail to hand in the items left by the guests, any fraudulent behavior at work, any other guest complaints caused by restaurant personnel, and the guest complaints caused by improper sales promotion are 1.11, and the general unqualified items have not been corrected after the second inspection, and they are upgraded to serious unqualified items.