As an internationally renowned brand hotel, the operation and management of the catering department is very mature and has a high market reputation. Fifteen years of management experience has formed its own management style, and it is difficult to make a breakthrough in service management and training. After joining the job, according to the actual situation of the food and beverage department, I put forward the management goal and slogan of "building an excellent service team", aiming at improving the overall service level and establishing a good industry image. Since I joined the company for one year, I have mainly carried out the following work:
First, to improve service quality as the core, strengthen the construction of service quality project.
The construction of catering service quality is a huge systematic project and a comprehensive embodiment of catering management strength. 20 18 has carried out the following work in the daily management and service quality construction of various operating departments:
1, write operation procedures to improve service quality.
According to the actual operation situation of various departments in the catering department, the operating specifications of banquet service, night hall service, western restaurant service, bar service and steward service are compiled. Unify the service standards of all departments, establish the 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, 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. Prepare the overall practical plan of the wedding banquet to improve the service quality of the wedding banquet.
Banquet service department is a brand project of the hotel. In order to further improve the quality of wedding service, the overall practical plan of wedding service was compiled, which further standardized the operation process and service standards of wedding service, highlighted the atmosphere of the wedding scene, and invited the human resources department to conduct special training for wedding emcees, making them 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.
This year, the Food and Beverage Department implemented a food and beverage case collection system in restaurants to collect complaints from restaurant customers about service quality and product quality as an important basis for improving management and evaluating the management level of department managers. Restaurant managers analyze and summarize the collected cases and put forward solutions to the problems, so as to make management more targeted and reduce the probability of customer complaints.
Second, organize the first service skill competition to show the service skills of the catering department.
To tie in with the 0/5th anniversary celebration of the hotel/KLOC-,the Food and Beverage Department organized restaurants to hold the first competition on catering service skills and catering knowledge in August, and worked out a practical scheme for the competition. After more than a month's preparation and preliminary competition, with the strong support of the Human Resources Department and the Administration Department, it was a success, which was affirmed by the superior leaders, fully demonstrated the catering department's skilled service skills and excellent basic skills, enhanced the cohesion of the team, inspired the morale of employees and achieved the expected purpose.
Third, carry out employee training at all levels to improve the overall quality of employees.
A total of 15 trainings were held this year, including 3 trainings on service skills, 3 trainings on new employees and 9 trainings on special topics. The concept and main contents of the course are as follows:
1. Expand management ideas and broaden industry horizons.
Most middle-level managers in restaurants are gradually promoted from lower-level employees (some managers have worked in the same position for four or five years), and their management vision is relatively narrow. In order to strengthen their management awareness, expand their industry vision and professional knowledge, seven catering professional knowledge trainings were set up for middle managers this year, the main contents of which are customer satisfaction management, catering marketing knowledge 1, catering marketing knowledge 2, basic knowledge of catering management, etc. The setting of these courses plays a positive role in expanding the management thinking, catering professional knowledge and industry vision of middle managers, alleviating various contradictions and conflicts in the management process, and enhancing the feelings among employees, employees and customers.
2. Cultivate employees' service consciousness and improve their comprehensive quality.
In order to cultivate employees' service awareness and improve their comprehensive quality, this year we have carried out training on catering service awareness, employees' mentality, five disciplines for service personnel, employees' etiquette and politeness, and wine knowledge. These training courses have improved the service consciousness, service mentality, professional service image and catering professional knowledge of grassroots service personnel. At previous sessions since April this year,
3. Carry out service skills training to improve the service level of VIP rooms.
In order to improve the service reception capacity of VIP rooms, we carried out "VIP room service reception skills training" and "restaurant ordering skills training", analyzed and explained the problems existing in service reception in the form of case analysis and demonstration, and demonstrated standardized service, marketing skills and humanized service in practice, which improved the service quality of VIP rooms.
4. Adjust students' transition mentality and quickly integrate into the catering team.
As an important part of catering staff, 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 and entry conditions of interns, three special trainings on how to transform from campus people to enterprise people were held this year, with the aim of adjusting students' mentality, facing up to the role transformation and understanding the characteristics of the 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, combined with the actual work, the development of practical courses.
The purpose of training is to improve work efficiency and make management more standardized and effective. In July, aiming at the phenomenon of poor execution of restaurant management, the course "Execution" was developed, which made managers fundamentally realize that "a good system needs good execution", and combined with the specific performance of insufficient execution of restaurants and the execution of advanced enterprises in the same industry, it was analyzed in the form of case analysis, which made managers realize the important truth that "there is no competitiveness without execution", and managers at all levels had a new understanding and understanding of execution.
Fourth, the existing problems and deficiencies
Although this year's work has been completed as planned, the quality is not enough. As far as departmental operation and training work are concerned, it is mainly manifested in the following aspects:
1, insufficient management, uneven exertion and weak links.
In the process of management, the management of some sensitive issues is weak, and the repeated service quality problems cannot be pointed out to the managers, which makes some management problems exist for a long time and cannot be fundamentally solved. At the same time, the main focus is on the quality of floor service, which weakens the management of housekeeping department and wine department.
2. Training interaction is not enough.
There are not many interactive links in the training process, and there are few 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 speech speed is too fast.
The capacity of the course of catering professional knowledge is too large, and the progress and speech speed are too fast in the training process, which makes students unable to pay close attention to the training content and weakens the training effect of this part of the course.
Verb (abbreviation of verb) 20 19 year work plan
20 19 is the year of opportunity. Consolidate the management foundation, make full preparations for hotel upgrading, further improve service quality, optimize service processes, 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.
Optimize the overall planning of the 20 18 wedding banquet, further enhance and highlight the style of the host, add more popular elements (adjust the background music) to package and enhance the festive atmosphere, highlight the wedding highlights, deepen the audience's impression of the wedding, win more potential customers, and polish the golden signboard of wedding banquet service.
2. Improve the quality of seminars 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 (bar and catering department heads), enhance the depth and breadth of the seminar, build the service quality seminar into an exchange platform for middle managers to learn from each other, share management experience and stimulate ideological sparks, and build 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 20 14 years, according to xxx quality inspection standards, 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 of the food and beverage department were comprehensively supervised and inspected, and the inspection results were published regularly every month, and the unqualified departments and posts were punished accordingly, forming a good operating mechanism of "quality inspection every day and quality effect monthly evaluation" to promote.
4. Take the VIP room as a platform to create service highlights and set up quality service windows.
On the basis of the existing service level, we should innovate and upgrade the VIP room service, focus on service details and humanized service, adjust the structure of VIP room service personnel, improve the entry qualification of VIP room service personnel and the salary of waiters, make VIP room reception service become the service mode of catering department, set up a quality service window of catering department, create service highlights, and create a new service brand on the basis of banquet service brand.
5. Assist the catering manager to jointly improve the product quality.
Products are the core of catering management. 20 19 assist the manager of the food and beverage department to collect customers' opinions, supervise the product quality and jointly improve the product quality.
6. Adjust the training direction and build a learning team.
In 20 14, we will adjust the training direction, reduce the training density, pay attention to the training effect, provide relevant information on industry learning, 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 learning of catering professional knowledge, 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, and do a good job in the reserve of outstanding management talents for hotel star-rated upgrading.
7. Optimize training courses and improve management level.
The main course design of 20 19 department training is to adjust and optimize the 20 18 part of the course to make the course more targeted and effective. The main optimized courses are: customer complaint management, basic etiquette of catering staff, how to transform campus people into enterprise people, customer satisfaction management, how to effectively manage employees, employee psychological training and service staff. The newly opened courses are: time management, six routine management methods of catering, food safety and nutrition.
8. Cooperate with the Human Resources Department to cultivate employees' corporate identity and improve their professional ethics.
Actively cooperate with the training work of human resources department, carry forward corporate culture, cultivate employees' sense of identity with the enterprise, improve professional ethics and enhance cohesion.
The smooth development of the work of 20 18 depends 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 all departments of the food and beverage department. I hope to get more guidance and correction from the leaders in the coming year, and I also hope to get more friendly and positive cooperation and support from my colleagues in my work. The new year is a new starting point. I hope that the catering management will 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 develop my advantages, correct my shortcomings, further improve my management level, and strive to build a learning and excellent catering service team!