Looking back on the coming year, I have always adhered to the management philosophy of "being responsible for employees, guests and superiors", created an open, fair and just working atmosphere for employees, defined work objectives and directions, made every reception task well, strived to achieve income targets and carried forward positive, harmonious and enterprising team spirit. I have been the manager of the catering department since August of xx. The first month is mainly through two hours of meetings every day to understand and communicate the problems existing in various small departments and the problems that need to be solved urgently. As a department manager, I have always adhered to the management principles of fairness, justice and humanization, and "deeply care for employees and pay close attention to strict management". However, in the process of trying to do a good job, there are always some work omissions that should not appear. Below I will review my work in xx through specific data and events.
I. Income and cost control
1. Overall income status
In xx, the self-operated income assessment index of the catering department was 7.66 million (excluding private rooms and sales income), and the comprehensive sales budget was 1 1920600. As of February 6th, it was actually completed 107 12400. Completed 89.86% of the assessment indicators. The difference is 65,438+0,208,200, and the estimated residual income of xx is 650,000, accounting for 95.3 1% of the total budget. The daily income of1October 18 18 is154,800, which is the highest since the hotel opened. February, August, 10, 1 10 all exceeded the assessment indicators for the completion of the secondary budget.
The income of Chinese food, individual guests and conferences decreased significantly, which was the main reason for the decrease in overall income. The main reason for individual customers is that there is no obvious change in the adjustment of dishes in the first half of the year, and the income is 3010.2 million. In the second half of the year, food was greatly adjusted. As of February 6, 65438, the income of Chinese food was 493 1 10,000.
The assessment index of western food is 2610.06 million, and by the end of February 6, 65438+2638+0.3 million was actually completed. Western food completed 100.8% of the budget.
According to the income analysis, the annual tourists of western restaurants basically meet the budget. Except the lobby bar (as of February 6th, 1 1.5 1.08 million), the budget is 1.8 million, and the annual budget target can be achieved by booking in advance, individual guests and delivering meals.
2. Cost control
Since the wedding banquet, the cost has been adjusted, and the department cooperates with the purchasing department to directly purchase Cargill fish and Duobao fish for the wedding banquet from the market, which greatly reduces the cost. In addition, after the adjustment of the chef team, chefs are required to do their duty, from the initial processing and production process to the step-by-step control of products to ensure the quality of products. Chinese and western chefs strictly register the cooking time of dishes, especially the buffet cold dishes of western food. Each link is supervised and managed by the chef, implemented by the responsible person, and recorded.
Second, team building.
Clarify the work objectives of the department, let every employee know what we want to do, how to do it and what kind of effect we want to achieve, and ensure the smooth flow of information and resource sharing of the department.
"Responsible for employees". The department requires managers to always pay attention to employees' mentality, actively communicate with employees, understand whether employees need help in their lives and work, and adjust employees' mentality in time so that they can devote themselves to their work in a positive state. If an employee violates discipline at work, the department will give him a separate talk, criticism and education to enhance his team consciousness. Zhu slipped and sprained his foot in a western restaurant in June. As the head of the department, she led the grassroots managers to come to the door for the first time. She was very grateful and began to work as soon as possible. We always embody the people-oriented concept in the practice of management and supervision, and insist on "treating people with sincerity and convincing people with reason".
"Responsible for the guests". Maintaining the interests of guests and satisfying them has always been our service aim, and satisfying customers is our goal. Individual managers in the department still lack management experience and comprehensive management quality, pay little attention to the needs of customers and have a weak sense of service. As department heads, they have trained managers many times to improve their service awareness and their ability to coordinate their work on the spot. Although they can't achieve obvious results, they still believe that improving the humility of management consciousness will continuously improve the satisfaction of guests. Comprehensive catering and service satisfaction, xx year has greatly improved compared with 2008.
"Responsible to the superior", the department requires our managers and employees at all levels to obey the command of the superior, report problems in time, communicate with the superior leaders in time, and put forward good suggestions and solutions to the problems. Work hard regardless of personal gains and losses during working hours. Although my home is in this city, due to work, I go home twice a month at most, and even my mother is sick and can't stay with her for a day. My good qualities, such as dedication, taking the overall situation into account, due diligence and dedication, enable me to be in a leading position in the department.
Three. Achievements and shortcomings in xx years' work
Western-style food
Achievements:
1 and February's Valentine's Day promotion activities enhanced the restaurant's popularity with elegant decorations and well-prepared dishes, and received 36 pairs of guests. The income of that day was 8526 yuan. Compared with 2008, the income increased by 448 yuan.
2. Received 82 people on March 8th Women's Day, earning 7395 yuan. With the joint efforts of relevant departments, Children's Day on June 1st also achieved an ideal income of 3,953 yuan.
In April, August and September, package promotions such as "Passionate Beer Festival" and "Seafood Buffet Festival" were launched, which promoted seasonal sales.
5./kloc-During the reception of the National Games in October, as the head of the department, he only slept less than 4 hours a day, and the quality of the kitchen dishes should also be kept up, emphasizing safety issues and grasping every detail to ensure the smooth reception. Of course, every member of the department has made great efforts and sacrificed his rest time to work overtime. During the reception, the guests were satisfied with our service by talking with them. Zou Ping took the initiative to send ginger soup to a female athlete with a cold in Heilongjiang. She thought the guests might feel uncomfortable because of sneezing. This subtle concern touched the guests. This also reflects the effectiveness of our detailed training. Pay will be rewarded. The catering income of the National Games was 368,000 yuan (including 76,700 yuan for room package), and several written letters of commendation and banners were received from the guests.
Disadvantages:
1. During the unannounced visit, it was found that the western food delivery service was not equipped with vases according to SOP standards, the tableware was disposable and directly contacted with the desktop, and the ingredients were uneven; Breakfast service procedures are not up to standard.
2. Because the daily management work is not rigorous, the focus and priority of work are not clear, there are many violations of discipline and non-standard operating standards in the inspection of hotel quality committees and departments, and they are rated as unqualified posts by hotel quality committees twice a month.
3. The adjustment degree of the corresponding market and tourism products is not enough, and the characteristics are not prominent. Western food adjusts the team of kitchen chefs and updates dishes.
4. Team building and staff management have not formed a good cycle, and there is a shortage of staff. After the new employees arrive, the skills training for the front desk and kitchen staff is not in place. First of all, the service standards and processes can't meet the SOP requirements of North Company.
5. Western food night shift was detected by MOD many times. Although the department manager has made many spot checks, the problem has not been solved. "Not in place" is the best embodiment of managing western food problems. Therefore, we will carry out "paying close attention to strict management" in xx year to prevent the formation of bad habits such as wasting costs and stealing food and drinking.
6. During the unannounced visit in the second half of the year, many problems appeared in western food.
Chinese meal
Achievements:
1, 1- A winter nourishing soup food festival was held in February, and the guests responded well.
2. In June, employees of North Company made an in-depth observation on their work, and they provided thoughtful service with a smile, which was praised by the leaders of the inspection team.
In March and August, the theme activity of "Passionate Beer Festival" was held, and seafood was on sale every day, which was well received by the guests.
4. Adjust the management team of the Chinese chef, and then adjust the menu and personal dishes of the wedding banquet. The guests gave good comments on the new tastes and features, but the variety of dishes needs to be increased.
5. During the National Games, the income of Kunlun Hall, a private Chinese restaurant, was 24,324 yuan on October 22nd, 65,438. Since the opening of the hotel, the income of a single room is the highest.
6. We successfully received the Datong Textile Conference and undertook the large-scale catering task of the district government. Although there is a lack of detailed communication, the working conditions and service standards of employees have been recognized by the leaders of the district government.
7. Zhang Yudong, the head waiter of Chinese food, and Duan, the supervisor of Chinese food, were arranged to study in the Hotel Management College of North Company. They achieved excellent results and shared their learning experience in this department.
8. Improve the reception level of the wedding banquet, and provide thoughtful service for the guests as much as possible with the cooperation of the brother departments. Timely serving and good quality of dishes are our evaluation, so as to realize zero complaints about wedding service; In the aspect of liquor management, drawing lessons from the lack of work in xx years, we made a temporary liquor management desk, and there was a special person to manage liquor at the banquet site. Guests report that our wine management is more professional, which reflects the excellent management service of four-star hotels.
9. The staff of this department received many letters of commendation from private room service guests.
Disadvantages:
1. Managers lack working experience and standards, and the service lacks characteristics and personalization, which reflects the lack of service details (such as the skills and experience of ordering personnel; Insufficient attention to details in service; Employees lack food knowledge; Service language is not in place; )。
2. In the sanitary inspection, we found the sanitary corner of Chinese food, which caused such a low-level management problem. The daily inspection and supervision work is not in place, and the department manager is mainly responsible. In the future work, we should carry out a health check once a week, requiring all areas to do health check every day and check the effect. Especially after the banquet, we should arrange enough people to clean thoroughly, especially for dead corners and parts that are not easy to clean, we should focus on handling and checking.
3. In the process of adjustment, product features are not obvious and brand building is slow. Although the adjustment of the dishes has been recognized by the guests, the special dishes and brand dishes have not taken root in the hearts of the guests. Therefore, it is imperative to establish our special dishes, which is also one of the main work goals of xx in the first half of the year.
Fourth, make clear the work direction in xx years according to the shortcomings.
Seeing the achievements and shortcomings of the department, I realized the problems of loose management and execution of the department, so I will start with the details, improve the service level from training, improve the quality from management, and manage and implement it step by step.
1, stress safety and promote management
Strengthen safety education and emphasize the safety problems that are easy to occur in all links.
2. Grasp training and improve quality.
Strictly follow the xx 50-hour training plan and the SOP training plan of the Food and Beverage Department (the training plan has been formulated), evaluate and achieve results.
3. Control costs and increase profits.
Strengthen the management of facilities, equipment and tableware consumables, strictly implement the protection system and compensation system, control the use of electric energy, put an end to running water, make full use of raw materials, and create maximum value at the lowest cost.
4. Strengthen team building to ensure stable service quality.
Department employees should unify their thinking with the hotel, strengthen ideological exchanges with employees, attach importance to employees' suggestions and opinions, and earnestly be "responsible to employees".
Here, I would like to thank the leaders and departments of the North Company for their inspection and guidance. In view of these problems in the food and beverage department, we immediately held a meeting to make profound introspection and rectification opinions. The specific rectification opinions will be completely rectified on the 25th of this month.
Everyone wants to see the brilliance of this team, but the gap between our managers' management consciousness and business level, coupled with their inability to devote themselves to practical work and their lack of principles and opinions in management work, has made our work have too many loopholes. As a department manager, I deeply feel that there is still a lot of work to be done and many details need to be changed and improved. Therefore, we can't just strive to complete the assessment indicators. I will also strengthen the guidance, management and training of daily work. In xx, I will manage the basic details and strictly implement the company's management system of "deep care and strict management".
At present, the difficulties faced by this department in improving service are the rational allocation of personnel and the establishment of service training system. The internship period is short, and the students in the first two months of adaptation period and the half-year internship period only work hard for four months, and the turnover of personnel is large, so they can't train the backbone quickly. In xx, the department established an excellent employee system by applying for a reasonable salary increase for some regular employees. However, it still needs the support of hotels and human resources departments to establish and improve a good human resources system.
Finally, on behalf of the department, I would like to express my gratitude to the hard-working staff. It is everyone's joint efforts that have benefited this department. We all start from the grass roots, knowing that we will be mature and perfect only if we fall down and get up again in small things. As department heads, we should think deeply and summarize the management work in the past year, take its essence and discard its dross.
I am here to make clear the work direction for xx years, aiming at the detailed management and business development of the department. Everyone will fully cooperate with a positive attitude and work status, and share joys and sorrows. Strive for our market and meet the new task next year.
Sometimes, I believe that with the support and trust of hotel leaders and the efforts of all the staff in the department, the food and beverage department will take on a brand-new look in xx.