Dear leaders and colleagues:

Good afternoon!

I am honored to share with you the harvest and joy of 2113 on behalf of the Food and Beverage Department and the kitchen team of the Garden Theme Restaurant. (Below, I will report to you from four aspects)

First, strengthen the awareness of food safety, cost control and market competition, and turn losses into profits in the first year of trial operation.

Since its trial operation on October 6th last year, Heyuan Restaurant has always strictly controlled the quality of raw materials and food hygiene, standardized the operation process and ensured food safety. In the course of operation, we gradually explore the characteristics and laws of the consumer groups in Heyuan restaurant, and constantly carefully develop dishes that meet the consumer groups in Heyuan restaurant. According to the characteristics of seasonal raw material supply, we have successively launched spring, summer, autumn and winter festivals and some special dishes and innovative dishes. For example, in view of the rising price of raw materials in the market, we have carefully developed and made use of seasonal dishes to make excellent, fragrant, delicious and stylish low prices. We have also developed some low-priced and high-quality dishes according to different consumer demands, and introduced some new cooking techniques. In particular, in September this year, the park provided me with an opportunity to learn China's artistic conception dishes, which benefited me a lot, and was quickly used in the preparation of Heyuan dishes, giving guests a brand-new four-fold enjoyment of sight, smell, touch and taste, and winning praise from guests. The income of Heyuan restaurant is rising month by month, and the sales volume has increased from 3,111 yuan per day to 1-21,111 yuan per day now, exceeding 31,111 yuan at most. Per capita consumption has increased from 21 yuan to 41 yuan now, and turned losses into profits. Behind this is the production and processing of dishes, plates and bowls by chefs, which are created by chefs with sweat and hard-working hands by the hot stove.

second, increase training, standardize the main and auxiliary ingredients of dishes, and constantly innovate and develop new dishes, so as to lay the foundation for gradually building the brand of Heyuan restaurant.

in the course of business operation in the past year, the biggest difficulty we face is the instability and high mobility of the staff. In particular, May to October is the busiest time for restaurants and the biggest turnover of chefs, which brings great pressure and challenges to kitchen work. In order to stabilize the quality of dishes and provide excellent service for guests, we have adopted the following methods:

1. Personnel get through to use. We will get through to the chefs in the garden kitchen, the coffee shop kitchen and even the dining kitchen, and make full use of the overtime policy given by the park to overcome various difficulties such as staff shortage, and successfully complete the reception tasks again and again.

2. Strengthen training. This year, the kitchen has been trained 56 times, so that new employees can be competent for their posts quickly. In this regard, as a chef, I am duty-bound to practice, in line with the principle of mentoring, on the one hand, using the rice mouth to preach and teach in practical work; On the other hand, I used my spare time for training, taught my own skills to everyone, and trained the newly learned China artistic conception dishes to chefs, thus cultivating and stabilizing some potential chefs.

3. Standardize the formula of main and auxiliary materials of dishes, so that the quality and taste of restaurant dishes will not be affected because some chefs leave their jobs.

4. keep innovating. 18 seasonal cold dishes and 72 seasonal Chinese and western hot dishes have been introduced successively, enriching the choices of guests, and forming innovative dishes with low cost, low price, unique taste and high sales represented by "stone pot, fungus and cabbage" and "Taciang three cups of chicken", which are deeply loved by guests.

Third, adhere to the team spirit of close cooperation between the kitchen and the dining room, create a harmonious restaurant, and win good results.

a good catering brand needs the close cooperation between the restaurant and the kitchen. Over the past year, our dining room and kitchen have been closely coordinated and integrated. For the new dishes developed in the kitchen, we first explain and train the waiters in the restaurant, so that they can understand the characteristics, tastes and nutritional knowledge of the dishes, so that the restaurant manager, foreman and waiter can introduce them to the guests. In case of feedback from guests, we will adjust it in time to achieve customer satisfaction and attract repeat customers. Especially in the large-scale catering reception service, our restaurant and kitchen cooperated closely, cooperated with each other and supplemented each other. In the case of shortage of personnel and limited facilities and equipment, the reception task was successfully completed many times. There is also a seemingly simple but not simple job of washing dishes. A good dish can't be served without clean and hygienic utensils, so we are indispensable just like the barrel effect. Here, we would like to express our gratitude to all the staff and other brother departments of the restaurant. With your's efforts and support, the guests inside and outside the school can recognize and praise the brand of Heyuan Restaurant.

Part II: Year-end Summary of Catering Attendants

It's finally time for the internship. I learned from my senior brothers that there was an internship in the first half of my junior year. At that time, I was eagerly looking forward to this day, because everyone could no longer stand the cramming teaching around the clock, although I learned from my senior brothers that the internship was not as happy as I thought. Based on my own overall situation, I decided to choose a hotel as an internship, and after drawing lots, I chose a five-star hotel, which is an ideal hotel I hope to learn and learn. This is the only five-star hotel in Nanning, themajestichotel, whose name is well-known to Nanning residents and even to Guangxi as a whole. Coincidentally, the general manager of this hotel, Mr. Chen Xiao Wei, made a report in our school at the invitation, only to learn that the original Mingyuan Xindu Hotel was built in 1995, and it is a "nine-star" hotel consisting of a four-star Mingyuan Hotel and a five-star Xindu Hotel. Mr. Chen's report is vivid and powerful, which further stimulates my desire to know about this hotel. Are what they say consistent with what they do? Or is there any problem to be solved? I even began to wonder what I could learn in this hotel?

so what's this hotel like? What is worth learning from? What else needs to be improved? How does it feel to me? Then listen to me slowly.

Part I: The catering department of Mingyuan Xindu is roughly divided into the following departments: Chinese food department (including Guangdong Xuan, multifunctional hall and 6 boxes), western food department (including garden restaurant and cafeteria) and wine department (including lobby bar, Leyi bar, Chinese food bar, western food bar and buffet bar). We are divided into three groups, in different departments, and change departments every 21 days, so that we can have a more comprehensive understanding of the service, sales and management of the whole catering industry. This practice of the hotel makes us feel quite satisfied, which is exactly what we want.

four people in our group were first assigned to the Chinese restaurant "this is the hardest department in the hotel catering department!" " Before we started working, we heard someone telling us this in private. It seems that I really have to be mentally prepared!

The work in Chinese restaurants is really "hard" as the predecessors said! The hotel has not set its own job responsibilities and job descriptions for the waiters, although this is the most critical link in human resource management of modern enterprises. In the employees' impression, their job is to listen to the tasks assigned by the foreman every day, ready to listen to the leadership, and there is no fixed job, or the waiters can do anything as long as necessary! Setting the table, folding the cloth, passing the food, serving the food, and removing the table have to be part-time handymen. What dirty, heavy and tiring jobs such as carrying tables and chairs and laying carpets are all our male waiters' jobs. What is even more incomprehensible is that the working hours of the hotel are 9 hours, and there are about 1 hours overtime every day (no overtime pay). I don't know if this work and rest system violates the Labor Law, but as a flesh and blood person, everyone has his own minimum bottom line, because after all, a person is not a machine and can be used at will. The first three days at work were really painful. Besides working or working every day, my feet were the most wronged. Standing for 9 hours every day caused serious protests on my feet. The first thing I did after work was to find a place to sit down and have a rest. The gap between desirable humanized management and cruel reality can be seen from this.

Another thing that embarrassed me was that the uniform of the waiter in Guangdong Xuan was really simple. Because the hotel didn't have any spare clothes for a "tall and powerful" boy like me to wear, they simply asked me to wear trousers and a white shirt, and even a vest and a bow tie were omitted. This dress made me almost the same as a waiter and a guest, so that once I was preparing to provide services for a meeting, I was greeted by a guest who was thought to be attending the meeting by the other party.

Part III: Year-end Summary of Restaurant Manager

1. Strengthening the service quality project to build the catering service quality is a huge systematic project, which is a comprehensive embodiment of the 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. Compile operating procedures to 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 Department 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 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. Compiling the overall practice of wedding banquet and improving the quality of wedding banquet service is a brand project of the hotel. In order to further improve the quality of wedding banquet service, the overall practice 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 special service meetings regularly 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 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 causes of problems. 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 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 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 staff training at all levels to improve the overall quality of employees.