Under the leadership of the new leadership team, General Manager Li, the hotel mobilized all staff to strengthen their study and carried out learning activities in the hotel. Through this study, the hotel staff at all levels have improved their professional level and comprehensive quality, which has benefited everyone. Let's talk about some experiences based on the work of this post. In hotel management, we often say that guests are always right, but this is not the case. When there are differences, how can we give the guests the rights so as not to offend the guests and safeguard the interests of the hotel? Therefore, we must ensure that every guest's requirements, opinions and complaints are correct and true, so as to truly turn the customer's requirements, opinions and complaints into a breakthrough for improving service products and solving problems. I remember there was a case in June, 165438+ 10, and there was a quality inspection problem. After repeated responses, the chopsticks were not obvious and the guests could not find them. Fill in the rectification measures, and every time you change the placement position, there are still complaints from guests. Some supervisors and employees think that there is something wrong with the guests and the quality inspection department, and even throw the rectification list on the ground. However, by quoting the guest is always right, the quality inspection department also looks at the problem from the guest's point of view and reanalyzes the chopsticks problem. Finally, we found the problem and solved the chopsticks problem. In the management experience 100, I mentioned many times how to train educational supervisors to check the mother-in-law's mouth! Undoubtedly, it tells us that training and education are not equal to actual training. Training and education can only tell us how to do the right thing, and tell us how to do it correctly through actual training and supervision. In other words, training and education can only change the concept, and the ability of employees can be improved through actual training, supervision and inspection of the norms in the mother-in-law's mouth! In order to change the problem that knowing is not equal to doing! I remember that in August, the leaders adjusted their positions in order to raise the price of the buffet and give full play to the strengths of each supervisor! I'm lucky to be transferred to Ming gear! Directly facing the front line of customers, in this position, we should not only do a good job in products but also do a good job in services! More importantly, in order to increase the price of buffet, it is necessary to transform the Ming stalls while operating. As the foreman of Ming dang, I deeply feel that the task is arduous and the responsibility is great! At the same time, it also includes the recognition and trust of leaders, which makes me have a stronger sense of responsibility and mission! Study dishes during working hours and cooperate with construction workers to install steam stalls, power supplies, cauldrons, teppanyaki, natural gas pipelines, etc. During off-duty hours! Although I have been haggard and emaciated for more than 20 days in a row, I feel that I have lived up to the expectations of the leaders after seeing the satisfaction of the guests and the smile of the leaders after the price increase! At the same time, I have a sense of pride and accomplishment Especially in the staff canteen, Mr. Li said,' Jiazi, you have lost weight', and the words of concern moved me even more! I was very moved and decided that as an old employee, the supervisor should be in a key position at a critical time and seize the key issues! This is my duty! It is also a "solid, practical and honest work style". This is also a work attitude, that is, work is based on completion, not on hours. I firmly believe that efficiency should be reflected in every little thing, saving time from one minute to another, and only by doing basic work can we talk about efficiency. Everyone's work is made up of small things. Therefore, small things in work must not be perfunctory. Many times, a seemingly insignificant little thing, or an insignificant change, can achieve a breakthrough in work. Therefore, in our work, we must try our best to do every change and every little thing well. There is no small matter in the work, especially the people in the stalls, that is, chefs and products. Always keep smiling on your face, so that you will be favored by customers. It is this little smile and sincere greeting that will win the reputation of the guests and win their satisfaction and surprise. Don't underestimate small things, and don't hate small things. As long as it is beneficial to our work and career, no matter what small things are, we should go all out to build a career building with small things, which is solid, and the work piled up with small things is truly quality work. Don't do small things for good, don't do small things for evil, see the spirit in details, and the spirit of doing small things can produce the spirit of doing big things. The above is my profound understanding of hotel management 100, and I hope to share it with all leaders and colleagues. First, how to make our enterprises gain a foothold in the competition of catering industry mechanism, win operation and create benefits? Based on the recent post-00 study and management articles, combined with the development of today's catering industry, this paper discusses some views on hotel management. 2 1 century is an era of fierce development of catering industry, and it is also an era when competition enters a life-and-death stage. This is also a severe test for our hotel, so we should sum up our experience and lessons through a successful cocktail party, find out the varieties suitable for market operation, quickly put into fist products and form brand-name dishes, so that our hotel can stand out as the leader of the catering industry and lead the development of the local catering industry, so that we can do better. First of all, we need to know the living habits of the local people, fill in the gaps in the local catering market, and delineate the business scope. Decision-making determines the dishes, varieties and tastes of operating dishes, so be cautious in decision-making. From the perspective of business decision-making, I think it is necessary to develop low-oil, low-sugar, low-salt and low-fat dishes according to customers' requirements on the premise of continuing to adhere to the "green, nutritious and healthy" pointed out in the hotel report, to create a strong product of Zhonghao catering, to watch movies after meals, and to adjust the menu and dishes in time according to the table situation. We should also find our own mode of operation in personalization, standardization and stylization, and form a unique mode and mode of operation. As far as Jinan is concerned, we can see why many star-rated hotel cafeterias have been booming since their opening, that is, they are "personalized, standardized, stylized and characteristic" in their operation. In the concrete structure of our zhonghao hotel, there is still a lack of self-service. We should also introduce our business varieties in a personalized, standardized, stylized and characteristic way, and focus on local flavor, and choose several distinctive dishes as the main dishes. Highlight key points, form routines, and adapt to ever-changing customers with standardized management methods. Such management meets the needs of the catering market today and will certainly fill the local catering vacancy. From people and analysis. The essence of catering competition today is talent competition, and the success or failure of modern hotel management mainly depends on the quality of employees. The catering industry is a complex management structure: making a dish involves many complicated procedures, such as material selection, rough machining, fine processing, heating and ripening, seasoning, taking out the pot and filling. Catering relies on traditional crafts to serve consumers, with many types of work, fine division of labor, high requirements and strong technology. The cooperation of each link is very important, and each post should be arranged reasonably and divided reasonably. Therefore, the selection of chefs and middle managers should be particularly cautious. Let me talk about my views on hotel management: as the saying goes, "three-point technology and seven-point management". In terms of management, this is very important. In management, we should emphasize results, efficiency and quality. Survival lies in management. Without good management, the benefits will not be good. In order to do a good job in our hotel, we summarized the following management experience according to management 00. (1) Improve the quality of employees. Abide by professional ethics, strictly observe labor discipline, clarify management regulations, formulate various management systems and production standards, and do a good job in organization, command, supervision and adjustment of all links. Service personnel must be trained before taking up their posts, reward the diligent and punish the lazy, encourage the employees to make progress, and make use of the daily pre-shift and post-shift meetings to sum up the shortcomings and carry forward the advantages. ② Make the best use of everything. No matter what kind of dishes you deal in, you should minimize the waste rate and increase the cost of goods to the highest. The cost of raw materials is the basis of dishes, and the cost determines the level of profits. Therefore, the cost is reduced in the selection of materials, and the profit is given to consumers, so that the price can be better accepted by customers. Establish standard cards for the variety of dishes, make clear the variety, specification and quantity of raw materials used, accurately calculate the cost, and operate all the output according to the specifications and standards, which not only controls the cost, but also ensures the consistency and standardization of product quality, which is very beneficial to maintain the quality of meals. (3) Leading the business with leading dishes. Starting from mid-range dishes, we constantly introduce our special dishes and sell them to * * * guests at a slightly higher cost, which enlivens the hotel atmosphere and adapts them to the needs of consumers at all levels, so as to grasp the initiative of the catering industry. (4) The food has no definite taste, but it is delicious. No matter what kind of dishes you manage, do as the Romans do, consider local tastes, adapt to changes in local tastes, and let consumers accept them. If customers think they are delicious, it is "Long live". Besides, there are Cantonese cuisine, Hong Kong-style Cantonese cuisine, Hunan cuisine and Sichuan cuisine. It should be combined with local living habits, and must adapt to local tastes and living habits on the basis of highlighting its characteristics and choices. (5) In order to ensure safety in production, all departments should master their own areas of responsibility (including raw materials, hygiene, etc. ). Purchase, storage and production must establish account books and daily accounts; Service, production and cashier must also establish a good financial system. Implement the slicing contract system, regularly check the health and production situation of various departments, and form a good working environment. In my opinion, if we want to do a good job in our hotel, we should understand the general environment and trends, grasp the psychology and taste of customers, make scientific decisions and find ways to operate. Traditional dishes go hand in hand with improved imported western food and innovative dishes. Only by broadening our thinking can we adapt to the consumption demand of the catering market economy and society, gain a foothold in the fierce competition and lead the catering industry. Second, the combination and management of kitchen chefs' technical strength not only adopts the vertical management mode of military style, but also adopts the management concept of "people-oriented", so that all employees can clearly define the whole goal, their responsibilities, the significance of work and the relationship, so as to be able to actively, actively and creatively complete their post responsibilities. Third, restaurants all over the country have been selling cigarettes for a long time, and you are competing to the death. As a star-rated hotel in Jinan, I think 20 1 1 will also be a fierce competition. How to make our hotel a leading local hotel in terms of environment, service, dishes and features? I will talk about some views from the following aspects. 1. Establish the hotel's popularity and improve its reputation. In a short time, no matter from words and deeds propaganda, TV media, it must have a certain influence. However, in order to achieve the degree that you have no me, you have my superiority, and you are superior to me, we still need to make constant efforts and struggle. Therefore, I think hotels should hold some programs regularly; Organize some activities; Sponsor some causes to expand their popularity. It seems that it will take some manpower and financial resources, but as long as the organization is effective and properly arranged, it will certainly receive benefits and influences. 2. The overall image and quality of employees; Employees work diligently under the constraints of discipline, conditions and environment. After a period of adaptation, you will start to be lazy and lax in discipline, which will have certain resistance to your work development. Therefore, it is necessary to strengthen the training of employees' overall discipline and psychological quality, cultivate their collective sense of honor and pride, and make their mental outlook look brand-new. When I walk out of the store, I can proudly say "I'm from Zhonghao Hotel". So the image of our hotel will be better! 3. Improve service quality: A small number of waiters come to work to do business, and a large part to make money. How to improve the work enthusiasm of waiters is the primary premise of quality service. I think it's better to use the comment card, which breaks the conventional format and opens the level of waiters, so that everyone has a sense of crisis, joy of harvest and convenient management. 4. create a good environment: don't say that on the whole, that is, every corner, guests should feel pleasing to the eye. At the same time, you can feel the warm atmosphere and make people feel value for money. For example, change flower varieties regularly and maintain them in time. 5. Food Festival: According to the season, the kitchen can launch a food festival, and launch impactful dishes every week to attract or * * * customers' consumption. 6. Mining local specialty snacks is similar to Lamian Noodles, Braised Pork, Shanxian Mutton Soup, Zhonghao Tofu, Jinan Sweet Foam, Shanxian Mutton Soup, Jining Paste Porridge, Linyi Mutton Crisp and Weifang Chaotian Pot. In order to make these local characteristics shine, we must package and sell them. And refine the characteristics to create a cultural atmosphere. 7. Interactive activities. Let the guests participate in it, such as the jiaozi activities on the 30th and the interactive activities on the 15th of the first month, which not only enriched the product content, but also created a relaxed and pleasant dining atmosphere, bringing unexpected surprises to the guests.