Catering service takes a long time, so try to use the time to organize training and study. Let employees understand the importance of catering work, but also let employees have professionalism and strive for advanced professionalism. Next, I will bring you a personal summary of the restaurant waiter. I hope you will like it.

Personal Summary of Restaurant Waiter 1 Reviewing the work of this year, with the support and help of leaders and colleagues, we are strict with ourselves and do a good job according to the requirements of the hotel. After a year's study, my working style has changed a lot, and my work quality has also improved. Now, I summarize my work in the past year as follows:

I. Daily management work

As a member of the catering department, we play a connecting role and coordinate the left and right. We are faced with complex and challenging work every day.

During the one-year work in the teahouse, all the work is to improve the service quality and work efficiency, so that the work can be orderly and integrated into every work. Try to cooperate with the supervisor to manage the restaurant. Based on the principle of seeking truth from facts, we should give up the upper hand and report the lower side. Our hotel has a heavy banquet reception task, and received many important guests and banquets in the second half of the year. However, due to various reasons, quality and efficiency can't keep up, so we need to strengthen our work consciousness, pay attention to speeding up the pace of work, improve work efficiency, and strive to avoid omissions and mistakes comprehensively and accurately.

Second, strengthen self-study.

There is still a certain distance from the improvement of professional level. I dare not take it lightly and learn from books, leaders and colleagues, so I feel that I have made some progress in the past six months, and my management ability, coordination ability and problem-solving ability have been further improved, thus ensuring the normal operation of all the work in the restaurant.

Three, the gains and losses of a year's work

In the past year, I was able to work hard, but there are still some problems and shortcomings, mainly in:

1. After all, I've only been cooking Chinese food for more than a year, and I feel a lot of work while doing it. On-site management and control business knowledge is also insufficient, so it is impossible to work easily, and the work efficiency needs to be further improved.

2. Some work is not done carefully enough, such as inspection before and after meals, supervision during meals, maintenance of hardware facilities, and health inspection.

Fourth, your own gains.

My theoretical level is not high, and my Chinese food business knowledge and service skills are not good. Thanks to the joint efforts of colleagues, the work in the second half of the year was well completed. In a word, this is very beneficial:

1. Be able to assist the leaders in the daily work of the restaurant.

2, reasonable arrangement of work on duty, comprehensive coordination, management and inspection.

3, cooperate with the leadership to do a good job of reception and arrangement, properly handle the problems in the work and guest complaints, and report the difficult problems to the leadership in time.

4. Do a good job in the safety, energy conservation and hygiene of restaurants.

5, set an example, supervision and inspection service personnel to do a good job of service.

6. Do a good job in ideological work while doing a good job in service, so as to achieve unity and friendship, help each other and make common progress.

7, earnestly perform their duties, and earnestly complete other work assigned by the superior.

Verb (abbreviation for verb) Work plan for next year.

As a result of working in a western restaurant for one year, western food service is not a strange job for me, but it is like a new working environment for me to switch from Chinese food to western food. The next work should start from scratch, get started as soon as possible, and straighten out the key points of work. Try harder.

Therefore, the work plan for next year is as follows:

1, actively and seriously cooperate with the leaders to do a good job in the daily management of the restaurant.

2, strengthen learning, expand knowledge, learn from the advantages and disadvantages of the same industry, flexible use of their own practical work, optimize the quality of work.

3, strengthen the maintenance of hardware facilities and health inspection, to give guests a sense of comfort.

4. In view of the irregular operation of some new employees, on-site correction and guidance are provided during the service process, and more training and drills are conducted to improve the professional level of employees.

With the further establishment and improvement of market regulations and rules, China catering market will follow international rules in the fierce competition, and the market will be further planned and purified. The existing 10000 catering enterprises in China and the turnover of nearly 500 billion will continue to increase, and the catering market in China has great potential. In the future, the catering industry will continue to maintain the momentum of rapid development and the scale of the industry will continue to expand. At the same time,

Market competition will be more intense, and the trend of market segmentation will make the characteristics and individualization of enterprises more obvious, and the focus of competition will be more focused on innovation ability, management means, management level and talent guarantee.

Xinhua News Agency, Beijing, March 29th According to the data analysis released by the Ministry of Commerce on March 29th, it is estimated that the per capita catering consumption expenditure in China will reach 9 15 yuan in 20 years, and the catering market will continue to grow at a high speed of about 17%. The annual retail sales are expected to reach 1, 2 10 billion yuan, showing four major development trends.

First, catering consumption will maintain a strong development momentum. At present, the per capita catering consumption in China has just reached 100 USD, compared with the US 1600 USD and the French 1050 USD, there is still much room for development.

At present, the main consumption demand of catering industry still comes from urban residents, and the huge market of rural catering has not really started. The huge rural catering market will provide a broad development space for China catering economy.

Second, the socialization of catering will drive the diversification of consumption patterns. In recent years, business transactions, exhibition activities, home consumption, business and personal travel, leisure and entertainment have all become the driving forces of catering consumption. The consumption demand of catering industry will continue to expand, and the corresponding consumer goods will break through the traditional food category, showing a trend of convenience, diversification and modernization.

Third, the change of management mode will activate the catering market. Modern management methods such as chain operation, network marketing, centralized procurement and unified distribution will be effectively used in the catering industry. Some local home cooking, snack street, food court, Chinese and western fast food can be seen everywhere, and the business is booming.

Fourthly, the expansion of service connotation will promote the sustainable development of catering consumption. The catering industry will actively adjust the industrial and product structure, expand the hot spots of catering consumption, and strengthen the humanized development of service connotation. With community catering as the carrier, it is more convenient and beneficial to the people, and vigorously advocates healthy consumption, safe consumption, green consumption, environmental protection consumption, scientific consumption and saving consumption.

The development of all enterprises is inseparable from the cultivation of talents. Haolexing has long paid attention to team building and established an efficient learning team with broad vision and strong dedication, which has made Haolexing's goal more ambitious and the pace of progress more steady, laying a solid foundation for the development of the enterprise. Our Haolexing team has set a grand goal to make Haolexing go out of Dongying, Shandong, China and the world!

Haolexing has a strong mission of "making more people healthy and happy" and "making the world full of love", and I will fight for this mission! "Everything is possible!" We look forward to the realization of our dreams.

After more than two years of operation, Haolexing has entered a mature development path. In order to make better efforts to build a service brand and further establish the purpose of "healthy life, happy delivery". In the past two years, the company has taken civilized and standardized activities as the breakthrough point, "untrained employees are the loss of the company" and "quality is the life of hotel products" as the breakthrough point, paid close attention to the training and education of star-rated employees, strengthened the quality of employees and continuously improved the service level.

Time flies, I have spent half a year happily in Good Music Star. Work hard and enjoy life-this is my consistent principle. I hope I can bring my happiness to my customers and infect my colleagues here.

Here I learn and advocate how to do a good job in quality service, and I must master seven elements:

1, Smile In the daily operation of Haolexing, every employee is required to treat the guests with a sincere smile, which is not affected by time, place, mood and other factors, nor is it limited by conditions. Smile is the most vivid, concise and direct welcome word.

2. Proficiency requires employees to be proficient in all aspects of their work and be as perfect as possible. Employees should be familiar with their own business work and various systems, and improve their service skills and skills. A journey of a thousand miles begins with a single step. If you want to be proficient in business, you must have a good training class, constantly sum up experience in actual operation, learn from each other's strong points, and be proficient in many functions, so that you can be proficient in service, which plays an important role in improving the service quality and work efficiency of a good music star, reducing costs and enhancing competitiveness.

3. Be ready to serve the guests at any time. In other words, it is not enough to have a sense of service, but also to be prepared in advance. Preparation includes ideological preparation and behavioral preparation, and must be done well in advance. For example, before the arrival of the guests, make all preparations and be in a state of being ready to serve the guests without worrying.

4. Attention is to treat every guest as "God" and not neglect the guests. Employees sometimes tend to ignore this link and even have negative service. This is because employees see that they dress casually, spend less money and feel tasteless. In real life, the richer people are, the more casual they are about clothes, because they are confident. And clothes don't represent wealth at all. In this link, we must not judge a person by his appearance, but ignore the subtle service. We should pay attention to and be kind to every guest and let them spend willingly. We should remember that "guests are our parents".

Personal summary of restaurant waiter 3 1. Be ready, that is, be ready to serve guests at any time.

In other words, it is not enough to have a sense of service, but also to be prepared in advance. Preparation includes ideological preparation and behavioral preparation, and must be done well in advance. For example, before the arrival of the guests, make all preparations and be in a state of being ready to serve the guests without worrying.

Second, smile.

In the daily operation of catering, every employee is required to treat guests with a sincere smile, which is not affected by time, place, mood and other factors, nor is it limited by conditions. Smile is the most vivid, concise and direct welcome word.

Third, pay attention

Is to treat every guest as "God" and not neglect the guests. Sometimes employees often ignore this link and even produce negative service. This is because employees see that they dress casually, spend less money and feel tasteless. In real life, the richer people are, the more casual they are about clothes, because they are confident. And clothes don't represent wealth at all. In this link, we must not judge a person by his appearance, but ignore the subtle service. We should pay attention to and be kind to every guest and let them spend willingly. We should remember that "guests are our parents".

Fourth, sincerity.

Hospitality is the virtue of the Chinese nation. When guests leave, employees should sincerely invite them to come again through appropriate language and leave a deep impression on them. The present competition is the competition of service and quality, especially in the catering industry. The importance of service is self-evident. We must use all kinds of high-quality services to form our own service advantages, in order to create higher customer satisfaction in the fierce market competition and make catering invincible!

Five, exquisite

Mainly in the service, we are good at observing, guessing the guest's psychology, predicting the guest's needs, and providing services in time. Even before the guest makes a request, we can do it for the guest and make the guest feel more cordial. This is what we call higher consciousness.

Sixth, create

To create a warm atmosphere for the guests, the key lies in emphasizing the environmental layout and friendly attitude before serving, mastering the guests' hobbies and characteristics, creating a feeling of "home" for the guests, and making them feel that eating in the restaurant is like returning home.

Seven, proficient in

Employees are required to be proficient in all aspects of their work and be as perfect as possible. Employees should be familiar with their own business work and various systems, and improve their service skills and skills. A journey of a thousand miles begins with a single step. If you want to be proficient in business, you must have a good training class, and constantly sum up experience in actual operation, learn from each other's strengths, and be proficient in many things and serve freely, which plays an important role in improving the service quality and work efficiency of catering, reducing costs and enhancing competitiveness.

Personal summary of restaurant waiter 4 agrees that I won't stay in the catering industry for too long, but I won't know until five years later, not only because I will have feelings after a long time, but also because I can handle everything with ease after a long time. Below I will make a summary of the work of the catering waiter for half a year, and then explain my experience in catering.

The waiter didn't hear clearly when he ordered for the guest. What should I do if I serve the wrong dish?

Once this happens, the waiter should apologize to the guest and show his attitude, and then he can sell the food to the guest in a tentative tone. If this person wants it, thank him. If the guests don't want it, they can't be forced to withdraw their dishes. At the same time, he should ask the guests to order the dishes he wants and immediately inform the kitchen to make the dishes he wants quickly. The way to prevent this is that after the guest orders, the waiter repeats it to the guest, so as to avoid such mistakes.

What should the waiter do if the guest complains that the food is not ready during the meal?

There are generally two reasons to reflect that the dishes are not cooked well: maybe the cooking skills in the kitchen are not enough, or maybe the guests who eat are not very familiar with the flavor characteristics of the dishes. The way to deal with it should be: if the food is really undercooked, the restaurant waiter should apologize to the guests first, return the food to the kitchen immediately, and report it to the chef, who will make a decision. You'd better redo a dish. If possible, it is ok to stir-fry the returned dishes and serve them on the table, depending on the situation. If the guests don't know much about the flavor characteristics of a dish, the restaurant waiter should apologize to the guests first, and then politely introduce the characteristics and eating methods to the guests. Because some dishes in the south of China are fresh and crisp, they may look strange on the surface. However, when the restaurant waiter explains, the tone should be polite, never let the guests feel embarrassed, and take care of the guests' self-esteem. If the guests disagree with your explanation, they must send it back to the kitchen for further processing until they are satisfied.

What should the waiter do if the guest asks to return the food during the meal?

There are several situations when a guest asks to return a dish: First, there is something wrong with the quality of the dish. For example, food smells terrible, undercooked or overcooked. After inspection, if it is true, it belongs to the enterprise itself. The waiter should return the food unconditionally and sincerely apologize to the guests. Second, there is no time to wait. At this time, the waiter should contact the kitchen immediately, and do it first if possible, otherwise the food will be returned. Third, there are many guests who order food, but few people actually arrive. This can be returned as appropriate through negotiation. Fourth, the guest ordered his own food and asked to return it. If this situation is really not a quality problem, you should not agree to return the food, but you can try your best to help resell it to other guests. If no one really wants it, we have to patiently tell the truth and persuade the guests not to return it. You can pack it for him to take away if you can't finish eating it.

The guest suddenly choked on food while eating. What should the waiter do?

Guests may choke on food for reasons such as being happy, talking, eating too fast, etc. The general reaction is livid, not talking, pinching his throat with his fingers. If the restaurant waiter encounters such a situation in the service, he should immediately come forward to help the guests. Be compassionate and never laugh or stand by. If the food is light, you can immediately send a glass of water to the guests to drink; If the food is choking badly, the waiter in the restaurant stands behind the guest, holds the guest's waist with his arm, leans the back of his thumb against the guest's navel a little, and clenches his fist with his other hand, squeezing it up quickly and vibrating the guest's stomach. Repeatedly, the food can be destroyed, and then a glass of water is given to the guests to drink.

What should the waiter do if the guest is drunk in the restaurant?

Guests behave differently after being drunk. On the principle of taking care of their health, we should try our best to help them. At the same time, we should also prevent their drunken gaffes from affecting the normal business of our restaurant. If the guest is seriously drunk, which affects the dining of other guests and the service of the restaurant, the restaurant waiter should invite the guest to the restaurant for dinner.

In a quiet and relatively isolated space, please sober up first and bring hot tea and small towels to the guests. If the guest vomits, the restaurant waiter should clean up the dirt immediately. At this time, the guest is unconscious, so don't care too much about attitude and language, but to prevent the guest from making excessive actions, pay attention to his own personal safety, and it is best to invite security personnel to be present at the same time. If the guest is not seriously drunk, the restaurant waiter should use service skills to stop him from drinking, and ask the guest to replace alcohol with drinks and alcohol with low alcohol. Be sure to pay attention to the language of service and never disrespect the words and deeds of the guests. Guests at this time are particularly picky, and if they are not treated carefully, they will cause great trouble. Some guests, drunk, took the opportunity to fight and smashed the furniture and tableware of the restaurant. As restaurant waiters, they should contact the security department immediately and ask for help to calm things down as soon as possible. It is necessary to write down the number of damaged tableware and furniture, find out the amount, and ask the perpetrators to pay compensation according to the price afterwards, and will never tolerate it.

Some unexpected situations in the above six-month work summary of catering service personnel are for the reference of catering service personnel. In the next six months, I will continue to work hard, for myself, for the company and for the customers, and work harder!

As a newly graduated student in Class X, I don't have much work experience, and few experiences make me feel annoyed and confused when I first came to _ _. But fortunately, I survived! And during this time, I also learned all kinds of indispensable experience in this position, which completely changed me from a student to a professional. Although this change does not mean that I am mature enough, I believe it is a sign that I have grown up! In order to commemorate this period, I will sum up my work during this period, and I will know that I am not doing well when I miss it. My cashier work is summarized as follows:

First, I just entered the restaurant.

Originally, I didn't expect much here after hitting the wall many times, but I just took part in it with a try. The sudden result caught me off guard! Although I am happy to have a job, I am not flustered because I am not fully prepared. Finally, when I set foot on the cashier's desk in _ _ _, the head waiter X received me kindly, told me the basic situation of the restaurant, and personally took me to my job-the front desk. Because the _ _ restaurant is relatively large, there are not a few people who come here to eat, so there need to be multiple cashiers. After that, I apprenticed to my predecessor at the front desk for a while. Although I don't know much about the front desk, I will know what to do with a little explanation, but because we are also the main service stream here, the requirements for the front desk service are not low at all. We should always pay attention to our reception behavior, which is what really bothers me.

Second, the work progress

After working for a period of time, I am almost familiar with the working mode here, and reception etiquette has become my instinctive skill in my work again and again. My job content is the same as my teaching colleagues, such as welcoming guests, providing consulting services, cashier and seeing off guests. Although it sounds like a simple line, there are actually many places to learn and improvise.

The most important thing is consultation. As a well-received restaurant, our restaurant has prepared many dishes and other activities, and some unfamiliar guests or picky guests will come to consult. This requires us to know the dishes and activities of the restaurant like the back of our hand, and we can also answer them to satisfy the guests! I found it difficult at first, but after a long time, I know that even ordinary waiters can recite these.

Third, summary.

The job suits me, my colleagues are good friends and my boss is very good, so why don't I work hard? Although I have basically done my job now, the society is making continuous progress. In the face of more and more picky guests, we can't blame them, we can only think about why we didn't do it.

Personal summary of restaurant waiter 6 has been employed for more than a year in a blink of an eye. According to the work arrangement of the company manager, I am mainly responsible for the daily operation of the restaurant floor and the training of the department. Now I will make a summary report on the work in X years and make a brief summary of my work plan in X years.

First, the hall ground site management

1. Etiquette and politeness need to be practiced repeatedly at the daily meeting. Employees should use polite language when meeting guests, especially the cashier and regional service personnel at the front desk. They are required to apply politeness and etiquette to every point of their work, and employees should supervise each other and make progress together.

2. Insist on checking gfd before class. Those who fail gfd can only be employed if they are qualified. Correct me immediately if I find any appearance problems in my post and supervise the use of guests' manners, so that employees will develop a good attitude.

3. Strictly grasp the post positioning and service awareness, improve service efficiency, rationally allocate service personnel during the peak meal period, and support busy areas at any time with the foreman or encouragement as the center. Other personnel should carry out their duties, clarify their respective work contents, and carry out division of labor and cooperation.

4. Advocate efficient service, and require employees to serve guests as soon as possible when they need service.

5. Item management From large items to small items, whether it is customer damage or natural damage, everything needs rules to follow, well documented, implemented, supervised, followed up and summarized.

6. Hygienic management in public areas requires cleaning personnel to clean up foreign bodies or dirt immediately when they see them. The sanitary requirements of each area are that the sofa surface, surroundings, dining table and ground should be clean and free from water stains, and placed neatly without inclination.

7. Dining time, because the guests are concentrated in the store, there will often be a phenomenon of guests queuing, and guests will be impatient. At this time, it is necessary for the head waiter to prepare for the reception before the reception peak, reduce the waiting time of the guests, and pay attention to the table position to ensure that it is correct. Do a good job of explanation, shorten the waiting time, seriously receive every table of guests, busy but not chaotic.

8. Buffet is a new item in the restaurant. In order to further improve the quality of buffet service, the General Implementation Plan of Buffet Service was formulated, which further standardized the operation process and service standards of buffet service.

9. Establish a restaurant case collection system, reduce the probability of customer complaints, collect restaurant customers' complaints about service quality and quality, and provide an important basis for improving daily management and service. All restaurant employees will analyze and summarize the collected cases and propose solutions to the problems, so as to make the daily service more targeted and reduce the probability of customer complaints.

Second, the daily management of employees

1. As an important part of restaurant employees, whether new employees can quickly integrate into the team and adjust their transition mentality will directly affect the service quality and team building. According to the characteristics of new employees and their entry conditions, special training is conducted to adjust the mentality of new employees, face up to the role change and understand the characteristics of the catering industry. Let new employees make full psychological preparation, alleviate the dissatisfaction caused by the unsuitable role change, and accelerate the pace of integration into the catering team.

2. Pay attention to the growth of employees, always pay attention to employees' mentality, keep good working conditions, organize employees to study irregularly, assess employees, check the training effect, make up for deficiencies in time, improve the training plan, talk to employees regularly every month to do ideological work, understand their recent work, find problems and solve them.

3, combined with the actual work to strengthen training, the purpose is to improve work efficiency, make management more standardized and effective. Combined with the case study of daily restaurant, employees have a new understanding and understanding of daily service and formed a consensus on daily service consciousness.

Third, there are shortcomings in the work.

1, in the process of work, the details are not enough, the work arrangement is unreasonable, and the priorities are not very clear in the case of more work.

2. There is a lack of communication between departments, and problems are often discovered only after they have gone wrong.

3. There are not many interactive links in the training process, which reduces the vitality and vitality.

I realize that as a restaurant waiter, enthusiasm is very important, but I also need to have good service ability. Because it involves the technical problem of "can". The work is summarized as follows:

First, language ability.

Language is an important tool and way for waiters and guests to establish a good relationship and leave a deep impression. Language is the material shell of thinking, which embodies the spiritual cultivation, temperament and attitude of waiters. The two most important aspects that guests can feel are the words and deeds of the waiter.

When expressing, the waiter should pay attention to the natural fluency and affability of his tone, keep the speed constant, and always remain calm and polite. Words expressing respect and modesty can often ease the tone, such as "you, please, I'm sorry, if you can". In addition, the waiter should also pay attention to the timing and object of expression, that is, to express appropriately according to different occasions and different identities of guests.

When people talk about it, they often ignore another important part of language-body language. According to the research of related scholars, body language plays a very important role in the expression of content. When using language, the waiter should use body language properly, such as using appropriate gestures and actions, combined with oral expression language, to jointly build an expression atmosphere that is easy for guests to accept and satisfy.

Second, communicative competence.

Restaurants are places where a lot of interpersonal communication takes place. Every waiter has extensive contact with colleagues, bosses, subordinates, especially a large number of guests every day, and will have various interactive relationships with guests based on service. Handling these relationships well will make guests feel respected, valued and treated well. The acquisition of this feeling will play an inestimable role in the sustained prosperity of business and the promotion and dissemination of corporate brands. Good communication skills are an important basis for waiters to achieve these goals.

Third, observation ability.

The service personnel provide three kinds of services for the guests. The first is the service needs that the guests have made clear. As long as they have skilled service skills, it is generally easier to do this well. The second is the regular service, that is, the service that should be provided to guests without reminding. For example, when a guest sits down to eat in a restaurant, the waiter should quickly pour tea for the guest and put away paper towels or towels; In the lobby, as long as a guest with a lot of luggage comes in, the waiter will come forward to help. The third is the potential service demand that the guests have not thought of, thought of or are considering.

Being good at seeing through the potential needs of guests at a glance is the most valuable service skill for waiters. This requires waiters to have keen observation ability and turn this potential demand into timely and practical service. And providing this service is the most valuable part of all services. The first service is passive, the latter two services are active, and the provision of potential services emphasizes the initiative of waiters. The essence of observation ability is to be good at thinking about the guests' thoughts and deliver the service in time and properly before the guests speak.

Fourth, memory ability.

During the service, guests often ask the waiter about some hotel service items, grades, service facilities, special dishes, prices of tobacco, alcohol, tea and snacks, or urban transportation, tourism and other issues. At this time, the waiter will learn from his own experience.

Waiters often encounter substantial delays in service that guests need. That is, guests will have some matters entrusted to the waiter, or need some drinks and refreshments when eating. There is a long or short time difference between the presentation and provision of these services. At this time, the hotel waiter needs to firmly remember the service requested by the guests and provide it accurately at a later time. If the service requested by the guests is delayed or unsatisfied because of being forgotten, it will have a bad influence on the image of the hotel.

Emergencies in service are not uncommon. When dealing with such incidents, waiters should adhere to the tenet of "the guest is always right", be good at standing in the guest's position, put themselves in the guest's shoes and make appropriate concessions. Especially in the case of the waiter, we should dare to admit our mistakes and apologize and compensate the guests immediately. Generally speaking, the guest's mood is a mirror of the service provided by the waiter. When there is a contradiction, the waiter should first consider whether the fault is on his own side.