Summary of Restaurant Service (1) Time flies, and half a year has passed unconsciously. Under the fierce competition in the catering industry, under the correct leadership of the hotel's senior leaders and department managers, we strive hard around the business indicators issued by the department.
Looking back on the first half of the year, we received birthday banquets, wedding banquets, business banquets, conferences, buffets and high-standard VIP receptions.
First, the first half of the work summary
1. Pay attention to employees' ideological trends, stabilize employees' thoughts in order to maintain good working conditions, provide quality services for guests, correct deficiencies in time and improve them. Pay attention to the ideological trends of every employee, have regular heart-to-heart talks with employees and do ideological work, get a deep understanding of their recent work and life, find problems and solve them.
2. Strengthen employees' awareness of open service. "Communication" is a bridge to the soul, so as to close the distance with the guests, enhance communication with the guests, and at the same time understand the preferences of the guests.
3.gfd, courtesy etiquette requires repeated inspection and indoctrination of employees at daily regular meetings, especially the smiling service, so that employees can realize the importance of smiling service.
In order to create a clean and comfortable dining environment for the guests, the sanitary responsibility of the banquet hall on the first floor is divided.
5, improve the enthusiasm of employees, stimulate the potential service level of employees, formulate reward and punishment system, as well as the evaluation of service pacesetter, so as to mobilize and encourage employees' initiative and enthusiastic service.
6, tableware and linen responsibility to people, regular disinfection and inventory, to ensure that the tableware is not lost and damaged, to make full preparations for the next banquet.
7. Collect feedback cards of customers' opinions and suggestions on service quality and dishes, and make records as an important basis for our services and dishes, so as to reduce the probability of customer complaints.
According to the demand of catering market and the objectives and tasks assigned by the hotel, the banquet hall on the first floor was expanded and renovated in June. After the upgrade, the current service level, service skills and family service will also be upgraded to create a team with strong comprehensive reception ability. We will receive the renovated wedding banquet and plan the work plan and management measures for the second half of the year.
Second, the second half of the work plan
1. According to the renovation of the banquet hall on the first floor and the improvement of guests' dining service requirements and service details, we will provide staff with skills training, awareness training on opening service, VIP reception service process training and family service and conference reception service process training to improve service level.
2. If the banquet on the first floor is upgraded to a multi-functional line, when there is no large banquet, VIP reception, large-scale conference, high-standard meal sharing system, buffet and other receptions will be launched to expand business, expand income channels and expand operating income.
3. Enhance employees' awareness of selling, enhance employees' awareness of benefits, strengthen cost control and save expenses. And ask employees to take action.
4. Make preparations for the reception of the "Food Festival", so that employees can be familiar with Huizhou cuisine and understand its characteristics, so as to better sell it to guests.
5, while doing a good job in this position, I often go to the floor to learn and understand the guests, get familiar with the guests and communicate with them, and improve my marketing ability. Keep learning, improve yourself, and strengthen the study of sales business knowledge and all aspects of knowledge.
6. Create a more warm and comfortable dinner for the guests on the original basis. A more humane dining environment.
There are many new employees in our hotel because of the large turnover in the catering service industry. As an important part of the restaurant, whether new employees can integrate into the team as soon as possible and adjust their mentality will directly affect the whole team and service quality. We will talk according to each employee's different personality characteristics and entry situation, with the aim of adjusting the mentality to face up to the work, understanding the characteristics of the catering industry, and making employees fully psychologically prepared and quickly integrated into the collective.
Intensive training on gfd, manners and etiquette, service process and skills for new employees before taking up their posts makes them deeply understand the image representing the hotel and strictly abide by the operating norms of four-star hotels.
Summary of Restaurant Service (2) In the first half of 20xx, with the correct leadership of the hotel leaders and the active cooperation of various departments, I transferred to the Food and Beverage Department to lead all my colleagues to unite as one, overcome various difficulties and make great achievements. I summarized the work in the first half of the year as follows:
I. Achievements made in the first half of the year
1. Establish an internal quality inspection team within the catering industry.
Completely break the passive situation of health and discipline inspection since opening the store for more than three years, and take the lead in setting up an internal quality inspection team in the catering department. The quality inspection team is headed by the manager of the food and beverage department, and the team members are composed of deputy managers and several supervisors. Inspect all areas of the food and beverage department on time at noon every day, rectify and implement the problems found one by one, and clarify rewards and punishments according to the system. After running for half a year, it has been supervised and guided by the hotel quality inspection department, and the quality inspection results have been steadily improved.
2. Compile and revise the latest F&B regulations and the latest table layout standards.
Combined with the actual situation of the hotel, the relevant rules and regulations were compiled by brainstorming. For example, the floor small meeting system requires each floor post to hold a floor small meeting on time every day in addition to the big meeting, sum up the shortcomings of this floor yesterday, and arrange to supplement the work arrangement of this floor; For the old problems left by some employees, such as sloppy work, violation of discipline and stealing vegetables, we have also formulated corresponding solutions and achieved remarkable results; And the labor discipline of the food and beverage department; Weekly planned health system, the latest stage setting standards, etc.
3. Combined with the kitchen department, a new tableware management method was formulated.
With the implementation of the new method, the tableware breakage rate is lower than at any time since the store was opened, and the tableware breakage before and after is effectively controlled.
4. The background music plays continuously.
Through my unremitting efforts, combined with the relevant departments, the history of non-background music playing in the catering department of three-star hotels has been completely rewritten. Create a warm and elegant dining atmosphere for guests.
5. Change the green plants in the dining area many times.
According to different floors, different regions and different needs, contact the flower rental company in time to arrange for the replacement of various flowers and trees, and the dining environment is always new. In addition, the green plant maintenance responsibility system is implemented in each area, which greatly ensures the survival rate of green plants in each area and box.
6. Standardized warehouse and linen management.
It completely solved the situation that there was no special person to manage the department warehouse and linen for many years, and effectively controlled the unnecessary loss of linen and the chaotic situation that the recovery, cleaning and receiving of linen were not recorded.
7. Pay attention to training and implementation.
Training and implementation, both hands should be grasped, both hands should be hard. According to the training content, we will rectify and implement them one by one, implement them step by step and step by step. Through a period of hard work, all the staff of the catering department have improved qualitatively in gfd, etiquette, service process and labor discipline, and improved the reputation of catering services among guests.
8. Clear division of labor
Each department manager has a detailed division of functions. So that the daily work can be carried out smoothly, especially all kinds of major receptions can be completed smoothly.
9. Everyone is equal before the system.
For half a year, I have always adhered to the principle that everyone is equal before the system. What employees are required to do, managers must first do it, reward and punish in strict accordance with the system, and award it with great fanfare, which really has a prize-winning effect; Punishment, punishment and ideological work go hand in hand, so that offenders can be convinced and other employees can take warning.
Of course, I am sober in front of my grades, and there is still a big gap between many jobs and the requirements of hotel leaders.
Second, shortcomings.
1, there are still some employees who have poor subjective initiative in service consciousness and go to work mechanically; Some employees have poor self-discipline, such as standing discipline, service courtesy and in-meal service. The management is also in this state, and the absence of leadership is another state, lacking the quality that a qualified waiter should have.
2. Some employees still lack the consciousness of unity and cooperation.
3. The executive power of personal management needs to be further strengthened.
4. Individual employees still lack the awareness of saving.
5. Very few employees still have illegal behaviors such as stealing vegetables and taking them privately.
With the implementation of the new standards for star-rated hotels, our hotel has a long way to go in the future. Although we have experienced nearly four years of practical exploration and gained some successful experiences, we must always keep a clear head, realize the limitations of Yuncheng market, further divide consumer groups, the internal factors that affect some consumer groups to become repeat customers in Sheng Da, and the influence brought by the constant emergence and fierce competition in the same industry.
Therefore, in view of the problems existing in the first half of the year, we should constantly strengthen and improve the management level, service level and personnel quality.
Three. Work plan for the second half of the year
1. Continue to strengthen the training of employees' business skills and improve their comprehensive quality.
Every member of the catering department is the image window of the hotel. Not only must the overall image stand the test, but also the business knowledge and service skills reflect the management level of a hotel. If you want to keep business knowledge and service skills on the same basis, you must do a good job in training. If the training work can't keep up, it will easily lead to employees' low enthusiasm and lax business level. Therefore, in the second half of the year, it is planned to conduct necessary layered training every month according to the progress of employees accepting business and the situation of new and old employees, and the training method is still partial. At the same time, submit the training plan for the next month to the hotel quality inspection department at the end of each month, so that the hotel quality inspection department can give timely supervision and guidance.
2. Further strengthen the flexibility of bar catering reservation and the awareness and skills of box attendants in wine promotion, improve the level of wine sales, and thus improve the economic benefits of the hotel in many ways.
3. Strengthen the ideological education of employees.
Seize every opportunity to instill in employees the idea that customers are God; At the same time, encourage employees to carry forward the spirit of unity and mutual assistance, enhance the cohesion of employees, and establish a collective concept of honor and disgrace.
4. Continue to do a good job of "saving energy and reducing consumption".
Strictly grasp the saving of daily consumables. Such as napkins, toothpicks, linen, tableware, etc. Reduce equipment operation consumption. Whether the air conditioner is properly turned on and turned off in time, etc. Put an end to running water and ever-burning lamps in toilets.
5, highlight the people-oriented management concept, keep the habit of communication with employees, in order to increase mutual understanding and facilitate work.
It is planned to have a heart-to-heart talk with employees in all positions of the department every month, mainly focusing on work and life, so that employees can find the object of heart-to-heart talk in their own departments and ensure the smooth communication procedures. Managers always take the problems existing in employees' minds as their own problems according to the reasonable requirements put forward by employees, and solve problems for employees. If it can't be solved, report to the hotel leaders for help in time. Let employees truly feel that they are respected and valued in departments and hotels, so that everyone has a good mood and is more conducive to better service to customers.
6, continue to do a good job of quality inspection within the department.
Daily quality inspection is mainly to check the gfd, etiquette, health discipline, service details in dining, dormitory discipline and health inspection of employees in each position. Regularly report to the hotel quality inspection department to supervise and guide our work, actively report the quality inspection situation of the department, and constantly improve our quality inspection level.
7, strengthen the supervision mechanism and competition mechanism, and gradually change the situation that individual managers are not strong in execution.
The second half of 20xx is a new journey and a new starting point. I am determined, as always, to take the development of the hotel as my responsibility, the development of departments as my responsibility, the development of employees as my responsibility, and my own development as my responsibility. I firmly believe that under the leadership of the hotel leaders, all the staff will unite as one and work hard, and the business of our Santa Hotel will be more and more prosperous, and the' tomorrow' of Santa Hotel will be even better!
Summary of restaurant service (3) Looking back on my work in the past six months, with the support and help of my leaders and colleagues, I have been strict with myself and completed my work well according to the requirements of the hotel. Through the study in the first half of the year, my work style has changed greatly and my work quality has also improved. The work in the past six months is summarized as follows:
I. Daily management work
As a member of the catering department, our role is to connect the preceding with the following and coordinate the left and right. We are faced with complex and challenging work every day.
All work is to improve service quality and work efficiency, so that the work is organized and integrated into every work. Strive to cooperate with the supervisor to do a good job in the management of the restaurant, in line with the principle of seeking truth from facts, so that the upper situation is issued and the lower situation is reported. The banquet reception task in our hotel is rather heavy. In the second half of the year, we received many important guests and banquets, but for various reasons, the quality and efficiency could not keep up. This requires us 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 and improve professional level.
If you want to be an excellent person, there is still a certain distance between your knowledge and ability, so you always dare not take it lightly, and learn from books, leaders and colleagues, so that you feel that you have made some progress in the past six months, further improving your management ability, coordination ability and problem-solving ability, and ensuring the normal operation of all the work in the restaurant.
Third, there are some problems and shortcomings.
1. After all, I've only been cooking Chinese food for over a year. I have been groping while doing a lot of work, and my knowledge of on-site control business is not enough, so my work efficiency needs to be further improved.
2. Some work is not done carefully enough, such as inspection before and after meals, supervision between meals, maintenance of hardware facilities, health inspection, etc.
3. My theoretical level is not too high, and my Chinese food business knowledge and service skills are not refined.
Through the joint efforts of all my colleagues, we have successfully completed the work in the second half of the year, which is quite rewarding to sum up:
1, 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 the guest's complaints, and report the problems to the leadership in time.
4. Do a good job in the safety, energy saving and sanitation 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.
Four or six months' work plan
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.
5. The hygiene and quality of kitchen products should be strictly controlled.
6, strengthen energy-saving inspection, usually explain to the waiter, improve energy-saving awareness.