Part I

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 XX year, the following work was carried out in the daily management and service quality construction of various operating departments:

1. 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 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. 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 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 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 awareness and improve their comprehensive quality

In order to cultivate employees' service awareness and improve their comprehensive quality, this year, we have carried out trainings such as Catering Service Awareness 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 awareness, service mentality and knowledge.

3. Carry out service skill training to improve the service level of VIP rooms

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' transition mentality and quickly integrate into the catering team

As an important part of the staff in the catering department, whether interns can quickly integrate into the team and adjust their transition 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 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.

Five, 211x Work Plan

211x is an opportunity year. We should lay a solid management foundation, make full preparations for hotel upgrade, further improve service quality, optimize service process, upgrade existing brand grades, create new brand projects, create service highlights and establish a good catering brand image.

1. Optimize the wedding service process and improve the service quality again.

We will optimize the overall planning scheme of the 211x wedding banquet, further enhance and highlight the style of the host, add more popular elements (adjust the background music) in the wedding hosting, package and enhance the festive atmosphere, highlight the highlights of the wedding, deepen the impression of the audience on the wedding, strive for more potential customers, and polish the golden signboard of wedding banquet service.

2. Improve the quality of the seminar and establish a good communication platform

On the basis of the existing service quality seminar, further deepen the content of the seminar, expand the number of participants (the heads of bars and catering departments), enhance the depth and breadth of the seminar, build the service quality seminar into a communication platform for middle-level managers, learn from each other, share management experience, stimulate ideological sparks, and turn the quality seminar into a management brand project of the catering department.

3. Establish a monthly quality inspection mechanism and publish the monthly quality status of each department.

In 211x, we will comprehensively supervise and inspect the hygiene status, engineering status, equipment and facilities maintenance status, safety management, service quality, employee etiquette, food delivery service, labeling specifications and other contents of all departments in the catering department according to xxx quality inspection standards, publish the inspection results regularly every month, and impose corresponding penalties on unqualified departments and posts, forming a "quality inspection every day."

4. Take VIP room as a platform to create service highlights and set up a high-quality service window

On the basis of the existing service level, VIP room service will be innovated and upgraded, focusing on service details and humanized service, and the service personnel in VIP room will be structurally adjusted to improve the entry qualifications of VIP room service personnel, improve the salary and treatment of waiters, make VIP room reception service a service model of catering department, set up a high-quality service window of catering department, create service highlights and create service highlights.

5. Assist the manager of the food and beverage department to promote the quality of products.

Products are the core of food and beverage management. In 211x, we will assist the manager of the food and beverage department in collecting customers' opinions and supervising the quality of products, and promote the quality of products.

6. Adjust the training direction and create a learning team

In 211x, we will adjust the training direction, reduce the training density, pay attention to the training effect, provide industry-related learning information, 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, and set off a wave of 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, reserve excellent management personnel for hotel upgrading, and build the catering department into a learning team.

7. Optimize training courses and improve management level

The idea of setting up the main courses of departmental training in 211x is to adjust and optimize some courses in 211x to make the courses more targeted and effective.

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 211x annual work depends entirely 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 the various departments of the catering department for my work. 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 to carry forward the advantages, correct the shortcomings, further improve the management level, and work hard to build a learning and excellent catering service team!

Part II

1. Strengthen study and stress dedication

To do a good job, we must first have a good working attitude and establish a correct outlook on life and values. Therefore, this year, with the help of the spring breeze of education activities to maintain the advanced nature of party member, we will carry out study and education activities to improve employees' professional ethics in a planned and targeted manner, help departmental employees cultivate their dedication and dedication, and establish the concept of wholeheartedly serving. At the same time, the department will also organize employees to actively participate in hotel training, and according to the annual theme training plan of the restaurant, it will also organize employees to carry out hotel rules and regulations and business knowledge training on a regular basis, so as to continuously improve the business skills and level of department employees and improve work efficiency through training and learning.

Second, strict discipline tree image

Discipline A group must abide by the rules of conduct to improve the effective protection of the department's combat effectiveness. As the ancient saying goes, "Fiona Fang cannot be achieved without rules". Therefore, in order to do a good job in the overall work of 21xx, the General Office must take strict organizational discipline as a guarantee, and the organizational discipline should be constantly grasped. The department heads should take the lead in managing themselves and completely put an end to violations of discipline and discipline. The staff of the department should behave in a standardized manner and dress, and strive to make the General Office a civilized window of the hotel.

Third, innovate management and seek practical results

1. Beautify the dining room environment and create a "warm home"

Strict hygiene management ensures that the dining room environment is clean and tidy and provides a comfortable environment for guests. Effective measures: this year, we will strengthen health management. In addition to continuing to adhere to Thursday's health inspection, we will also conduct irregular inspections and strictly follow the standards and never go through the motions and become a mere formality. Inform the inspection results, formulate the reward and punishment system, and implement the reward and punishment cash to enhance the sense of responsibility of all departments and mobilize the enthusiasm of employees, so as to make the restaurant hygiene work leap to a new level. In addition, we should thoroughly do a good job in preventing flies, rodents and cockroaches. At present, it is the peak period of rat beetle breeding, so we should strengthen the control and effectively eliminate pests such as flies, cockroaches and rats.

flowers and plants are indispensable for beautifying restaurants and creating a "warm home". This year, we cooperated with the new flower company to strengthen the management of flowers and plants, and asked the flower company to come to the store regularly for pruning and cultivation, to keep the flowers clean and beautiful, and to change their colors and varieties immediately according to the situation.