I. Completion of various economic indicators:
Annual operating income of X yuan, up X yuan, growth rate of X%, operating cost of X yuan, up X yuan, growth rate of X%, comprehensive gross profit margin of X%, up (or down) X%, operating expenses of X yuan, up (or down) X yuan.
Second, the main work completed this year:
(A) the implementation of hotel management contract scheme, improve the reward distribution system, mobilize the enthusiasm of employees.
This year, the task assigned by the Food and Beverage Department to the hotel is 3.8 million yuan, an increase of X million yuan compared with last year's X million yuan, with an increase of X%. In order to accomplish the task better, the leaders of the Food and Beverage Department formulated the internal management plan and the benefit wage distribution plan, and decomposed the economic indicators into various sub-departments according to the differences of departments, posts, technologies, skills and labor intensity, and approved the turnover, output, expenses and gross profit margin, accounting month, over-commission, energy saving and bonus of each sub-department, which fully embodied the principle of linking tasks with benefit wages, and enabled them to give full play to their respective advantages and find ways. This year, the per capita monthly income is X yuan, an increase of X yuan compared with the same period last year, with an increase rate of X%.
(2) Do a good job in standardized management. Strengthen coordination and improve comprehensive reception capacity.
1. Improve the management organization. The quality management team composed of the leaders of the catering department and the managers of all departments has fully played its role throughout the year. Teams not only work together, but also cooperate with each other. The management system is implemented from top to bottom, and the first level is responsible for the first level. The management benefits are rewarded and punished, which improves the overall quality of leaders and makes the management work go smoothly.
2. Improve the meeting system of the Food and Beverage Department. The meeting includes year-end summary meeting, quarterly summary meeting, monthly business analysis meeting, weekly meeting, daily review meeting, after-work meeting, financial supervision and inspection meeting, health and safety inspection report meeting, etc. Due to the improvement of the system, the quality of the meeting has been improved and the instructions from superiors have been implemented in time.
3. Establish a supervision system for product evaluation and supply. In order to predict the varieties to the maximum extent and coordinate with various departments to do a good job in product supply, we will check the product supply forecast every morning, afternoon and evening, establish a special account book record for the varieties predicted in the local market, and at the same time go to relevant departments for verification and ask management personnel to sign it to distinguish responsibilities. After the establishment of the system, the phenomenon of estimating five or six dishes in each city has become history, and now the supply of products has been normalized.
4. Strengthen coordination. The hotel has a fine division of labor and many links. The completion of a job depends on the coordination and cooperation between various departments. At the weekly meeting, it was repeatedly emphasized that when problems occurred, all departments should not blame each other and pass the buck. They should dare to admit their mistakes, find out each other's advantages and do a good job of coordination. This year, some disjointed and uncoordinated phenomena that existed in the past have been greatly reduced.
(3) Develop business, develop income-increasing channels and expand operating income.
This year, the catering industry is depressed, and business is difficult to do. The leaders of the catering department often conduct market research, do business analysis, keep exploring, make bold attempts, make wise decisions, and take their own business path. First of all, six business projects were set up throughout the year: buffet Chinese food, buffet hot pot, seafood optional, Friendship X, Millennium Turtle Hot Pot City and restaurant chain stores.
The second is to carry out joint venture activities, and the catering department cooperates with the housekeeping department, sauna center and teahouse to jointly promote business; Guests can enjoy a discount of 15% if they use the accommodation card. The sauna center provides food and delicious tea for the teahouse.
Third, the promotion activities were carried out eight times throughout the year, and California bass was given a profit of 1 yuan each, and the VIP room was free of minimum consumption, and special dishes were given a profit of 15 yuan. Quality service month activities, courtesy month activities, promotion and prize-winning activities, etc.
(4) Establish public relations with all employees to win more repeat customers.
The leaders of the food and beverage department regard public relations as an important task and often instill public relations awareness and knowledge at meetings. When the sales department is busy, it enriches the floors for communicating with customers and ordering food, and asks for their valuable opinions in different forms. On holidays, call relatives and give them Mid-Autumn moon cakes, calendars, New Year cards and other gifts. Through everyone's efforts, the overall public relations level of the catering department has improved this year, and the number of repeat customers has also increased compared with previous years.
(5) Enhance employees' welfare awareness, strengthen cost control and save expenses.
Food and beverage department leaders often emphasize the importance of cost control and cost saving, enhance employees' welfare awareness, and ask employees to take action. At the same time, the relevant systems have been improved, the responsibilities have been clarified, and the control has been strengthened according to the X system. Throughout the year, the expense system, raw material receipt and payment custody system, loophole plugging system, rational use of raw materials system, office supplies collection system, goods procurement system, financial audit inspection system and cashier management system were improved. This year, all employees have developed the good habit of saving, and switch the water switch, oil switch, gas switch and electric switch reasonably, and stop the waste in time when it is found. In addition, the leaders of the food and beverage department and the manager of the supply department regularly conduct market surveys to grasp the market price dynamics and adjust the purchase price of raw materials in time. /kloc-in October, the Millennium old turtle soup was originally purchased as a complete set of semi-finished products. In order to reduce the cost, change it into a turtle and cook it yourself. It took nearly two months to save more than 30 thousand yuan.
(6) Do a good job in political and ideological work and promote the improvement of economic benefits.
The catering department gives full play to the role of party organizations and trade unions, cares about employees, stimulates emotions and enhances cohesion. Organize employees to participate in the technical competition of excellent chefs and waiters in Yangcheng in XX years, and participate in hotel track and field competitions, calligraphy competitions, skill competitions, chess competitions, table tennis competitions, etc. Participate in hotel donation activities to help the poor, learn three-character classics and learn 50 English sentences. In all competitions, we have achieved good results, including winning six gold medals and three silver medals in the hotel track and field meeting. Through various activities, employees have formed a strong collective that loves hotels, unites and works hard. Employees have good ideology and morality, and there are eight stories of collecting money throughout the year. The personnel are stable and the flow of personnel is small. The average monthly turnover rate of employees this year is about 5.
(seven) improve the labor employment system and training system, improve the quality of employees.
1, strict labor and employment system, the catering department recruits new employees, those who meet the requirements are selected, and those who do not meet the requirements are rejected to ensure the recruitment quality. At the same time, the superior leaders went deep into the staff, tapped talents and constantly enriched the team. Through repeated inspections, six ministers and eight foremen were promoted throughout the year. For employees who violate the hotel regulations, education is the main thing, and those who refuse to change after repeated education will be punished and dismissed. A total of 1 1 employees will be punished throughout the year. Due to strict labor and employment, the quality of employees is high and the efficiency is greatly improved.
2. Improve the training system. In order to make the training achieve the expected results, the leaders of the food and beverage department first made clear the guiding ideology that the training should be purposeful, practical and timely. The second is to set up a training team, make training plans again and again, and carry out training in stages and in batches by integrating theory with practice and bringing new ideas to the old. For example, once a month management training, safety and health training; Twice a week to promote training, service knowledge, service skills training. Fourth, regular assessment. Throughout the year, more than 200 trainings were conducted on promotion manuals, service knowledge, skills, customer service standards, hotel management knowledge, product quality, promotion business knowledge, 50 sentences of English, polite expressions and safety and health knowledge.
(8) Pay attention to food hygiene and do a good job in safety and fire prevention.
1. Pay attention to food hygiene, improve the post responsibility system for food hygiene, set up a health inspection team, define the health responsible person of each department, formulate a system of daily inspection, weekly appraisal and monthly summary, carry out a mobile red flag competition, reward the departments with good hygiene and punish the departments with poor hygiene. Thanks to the efforts of all staff, there was no poisoning accident caused by food deterioration throughout the year, and it successfully passed the annual review and national inspection of star-rated hotels by provincial and municipal tourism bureaus.
2. Pay special attention to the safety and fire prevention work, set up a leading group for safety and fire prevention, implement the safety and fire prevention responsibilities of all departments, conscientiously implement the policy of safety first and prevention first, formulate a safety and fire prevention system, improve safety and fire prevention measures, equip each floor with gas masks, organize employees to watch fire prevention videos, and conduct practical training on fire prevention equipment. The production department regularly cleans the oil fume pipeline and does a good job in maintaining all kinds of equipment. The local jelly department regularly checks the integrity of the gas stove and takes effective measures to ensure the normal development of all the work of the food and beverage department and property safety. There was no fire accident this year.
(nine) according to the star standard, improve the hardware facilities, beautify the environment, stabilize tourists and improve the business atmosphere.
The total investment of facilities increased by more than 3 million yuan in the whole year, mainly including: the renovation of the East Hall on the second floor, the renovation of the South Hall and the North Hall on the second floor, the renovation of the corridor and toilet on the fifth floor, the opening of Friendship X, and the purchase of equipment for the Millennium Old Turtle Hot Pot City. Due to the perfect service facilities, it has attracted many repeat customers.
Third, the existing problems:
1, sometimes the product quality is not stable enough, and serving is slow.
2. The service quality in the lobby is not high enough.
3. The anti-theft work is still weak, and there is theft.
Four, the idea of next year:
1, improve product quality and create top ten signature dishes.
2. Do a good job in the management of XX.
3, strengthen standardized management, improve the overall management level and service quality of enterprises.
4. Open a chain restaurant branch.
Looking back on this year's work, with the support and help of leaders and colleagues, I have been strict with myself and completed the 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.
In the second half of the year, in the work of the drinking house, all the work is aimed at improving the service quality and work efficiency, so that the work is orderly 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, strive to cover all aspects, and accurately avoid omissions and mistakes.
Second, strengthen their own learning and improve their professional level.
To be excellent, I still have a certain distance from my knowledge and ability, so I always dare not take it lightly and learn from books, leaders and colleagues. In this way, 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, which ensures the normal operation of all the work in the restaurant.
Three. Gains and losses of work in the second half of the year
Over the past six months, I have been able to carry out my work seriously, but there are still some problems and deficiencies, mainly in:
1. After all, I have only been engaged in Chinese food for more than a year. I have been groping while doing a lot of work, and I don't know enough about the field control business, so I can't work easily and my work efficiency needs to be further improved.
2. Some work is not detailed enough, such as inspection before and after meals, supervision during meals, maintenance of hardware facilities and hygiene inspection.
My theoretical level is not too high.
Chinese food business knowledge and service skills are not good. With the joint efforts of all my colleagues, we successfully completed the work in the second half of the year. Generally speaking, it is very worthwhile:
1, able to assist the leaders in the daily work of the restaurant.
3, reasonable arrangement of work on duty, comprehensive coordination, management and inspection.
4, cooperate with the leadership to do a good job of reception and arrangement, properly handle the problems and guest complaints during the work, and report the problems to the leadership in time.
5. Do a good job in the safety, energy saving and sanitation of restaurants.
6, set an example, supervise and inspect the service personnel to do a good job of service.
7. Do a good job in ideological work while doing a good job in service, so as to achieve unity, friendship, mutual help and common progress.
8, earnestly perform their duties, and earnestly complete other work assigned by the superior.
Fourth, the work plan for the first half of next year
Since I worked in a western restaurant in the first half of the year, western food service is no stranger to me, but for me, switching from Chinese food to western food is like a new working environment. 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 half-year work plan 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 application to their actual 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 some new employees and irregular operations, correct and guide them on the spot during the service process, and conduct more training and drills 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 to improve energy-saving awareness.
Summary of the work of the hotel's food and beverage department (3) Looking back on the study work in the past year, with the correct leadership of the superior and the strong support of all departments of the hotel, the food and beverage department United and brainstormed and successfully completed the annual plan. Now I will sum up my work for one year.
One. Operating conditions
By mid-June, 5438+February, the Food and Beverage Department had achieved a total sales income of XX million yuan, including XX million yuan and XX million yuan. Compared with the same period of last year, it increased by XXX million yuan, achieving the goal of increasing business indicators by more than XX%. Complete the reception tasks of group companies and other conference teams, and the major complaint rate is 0.
Second, the management situation
1. Establish a hotel management company according to the modern enterprise management system.
In 20XX, under the guidance of the reform idea of "overall planning, step-by-step implementation and bold practice", the catering department established XX Hotel Management Co., Ltd. according to the modern enterprise system based on the hotel situation and local conditions. The establishment of the company has laid a solid foundation for the sustainable development of the whole library and the deepening and standardization of hotel socialization reform. The Company establishes a board of directors and a board of supervisors, and implements the general manager responsibility system under the leadership of the board of directors. Specifically, the following work has been completed:
(1), set up XX hotel management co., ltd.
(2) Completed all relevant procedures for the company's application for registration, registered with the administrative department for industry and commerce, and obtained a formal business license.
(3) Successfully completed the rental operation of XX catering and straightened out the docking work with the hotel.
(4) Established the company's operation organization and completed the company's staffing. Established the catering business project department, finance department and comprehensive department.
(5) Make the salary plan of the hotel management company and pass the XX audit. The new incentive system and policy are more market-oriented. Employees' income is linked to their work performance, labor contribution and business skills. In the new salary scheme, employees should not only care about their business income, but also care about and master their monthly costs and profits, so that every employee can develop the habit of settlement and know fairly well. Pay attention to key positions and types of work, so that the performance and labor of employees in each position are consistent with their income. Through performance reform, the wage gap between new and old employees and key and ordinary positions has been widened, and the initiative, enthusiasm and creativity of employees have been mobilized to the maximum extent.
2. Consolidate the original advantages and actively expand business.
In 20XX, the working idea of the catering department is to consolidate the original market advantages and actively explore new business.
In the wedding banquet market, we strive to be precise and meticulous, which makes the wedding banquet also show a hot scene in 20XX. Within one year, the sales revenue of wedding banquets reached XX million yuan, and XXX wedding banquets were received, showing a thriving trend.
In terms of developing new business, it officially took over XX canteen on August 27th, 2004. XX canteen should not only prepare working meals for hotel employees, but also serve XX and the community well. The canteen work seems simple, but it is not. How to make three meals a day as colorful as possible and make diners feel fresh and have an appetite, we have spent a lot of thoughts and brains. Our purpose is not to generate income, but to serve our employees wholeheartedly, work hard, be cautious, stabilize the price of dishes as much as possible and not raise the price of goods as much as possible. Improve the quality of meals, so that the main and non-staple foods are well-prepared, cold and hot, and there are many varieties. In addition to staff meals, stir-fried dishes and hot pot were also opened. Solve the dietary needs of community residents and enrich the catering content of the community.
In addition to catering, we also actively explore other fields: XX boldly innovated and made "XX moon cakes" in the Mid-Autumn Festival and sold them to the market, which achieved good economic benefits; Acting and selling two kinds of liquor series products and a beer product.
3. Innovate the management system and effectively control the cost.
The food and beverage department actively explores and dares to explore in controlling costs. The tender for purchasing fish, meat and drinks has begun. After screening, sign a one-month supply agreement with the supplier. Implement dynamic management of suppliers. When signing the bid-winning contract, if there are many problems in terms of supply quality, delivery date and quantity. In addition to being punished according to the contract requirements, they will be eliminated in the second tender for supply. If the situation is serious, their supply qualification will be cancelled immediately. After the price comparison, the purchase unit price of salad oil decreased by XX% compared with that before implementation, and that of yogurt decreased by XX%. Through price comparison bidding, the procurement procedures are standardized, the procurement channels are expanded, and timely supply is guaranteed. At the same time, it increases the transparency of the procurement process and reduces the influence of human factors. On the basis of doing a good job in the existing procurement business, we will broaden the scope of procurement, and we will also adopt this model to purchase other goods at lower prices to minimize costs.
At the same time, all the staff of the food and beverage department actively carry out money-saving activities and strive to control various expenses: XXX and XXX restaurants set the opening hours of air conditioning, stereo and lighting in detail. Check the phenomenon of running, running, dripping and leaking at any time. It took XXX and the engineering department two days to find the hot water escaping place in the gutter and repair it in time. This alone can save nearly XX yuan a month. Secondly, in the use of raw materials, on the basis of not affecting the satisfaction of customers, the recycling of scraps is realized. Minimize the use of disposable goods. On the other hand, integrate kitchen chefs to ensure the quality of dishes and the innovation of new dishes. In the utilization of scraps, we should strengthen the development of new dishes, and the new dishes made of pumpkin all year round are a relatively successful model.
4. Strengthen publicity.
In the off-season, actively plan promotional activities. A series of promotion schemes were launched in time, such as: Oktoberfest was held in XX in summer, and the price of special dishes with high value started from XX; XX held a seafood and food festival, and launched a "free lunch" activity and a lucky draw. XXX and XX restaurants jointly held a "summer sale" activity. In winter, we launched a series of activities of "It's cold, warm, sincere, thanks to friends". During the activity, "It's your treat, I'll give you a gift" and sincere special dishes: one hairy crab XX and one fish 1XX; Recently, XXX restaurant invited famous chefs from Guangdong to join in and launched authentic high-quality nourishing Cantonese cuisine and abalone wings series.
While actively carrying out various promotional activities, the establishment of XX management company and various restaurants were reported in XX Business Intelligence, covering new dishes, food festivals and company operations, which caused great repercussions. In addition, actively cooperate with the activities of the 4th "Night of XX" Mid-Autumn Festival Moon Appreciation Party in XXX, and the catering department launched the "Mid-Autumn Festival Moon Appreciation Banquet", which expanded the influence of XX.
5. Strengthen the awareness of learning and service.
Hotel is a service-oriented industry, and we have always focused on the training of employees: combined with the publicity of the Consumer Protection Law, we participated in XX "Food Hygiene Publicity Week" to enhance the legal awareness of employees. The staff of the Food and Beverage Department actively participated in various trainings organized by the hotel, and the participation rate reached the standard every time; In addition to the basic training in their own posts, some extra-curricular knowledge training has been added to enrich and update the knowledge and ability of employees. On the other hand, we organized colorful activities such as speech contest and consignment contest, and employees actively participated in life, which improved the quality of employees and satisfied guests.
On February 9th, 65438, I participated in the "XX Cup" cooking competition in XX city. Participants learned many cooking techniques in the catering industry and were inspired by them. At the same time, it also showed the technical level of our library to colleagues from all over the world. This competition won the second prize of the team and the third prize of the individual.
Three. Existing problems and future plans
1, it is difficult to recover accounts, and customers default on accounts, resulting in some bad debts and bad debts.
2. The return visit to customers is not enough, and the arrangement of customer files is not perfect.
3. The effectiveness of training is not strong, and the skills of employees have not been significantly improved.
Due to the high mobility of employees, new employees are not skilled in their work.
In this year, although we have made some achievements, we also deeply realize that some work has not been done well. In the future work, we will further strengthen our own construction, strengthen system construction, strengthen business and professional technical training, and improve service awareness and service level. Under the leadership of superiors, create a bright future for the catering department.
Summary of Hotel Catering Department (4) In the blink of an eye, I have been out of school for a year. This year's internship experience left me with too many feelings. I have matured a lot. Think about my youth and immaturity when I first started working. Now I am a girl who dares to say and do, and I am no longer shy and timid.
This year, I worked as an intern in a hotel. For this year's internship experience in the hotel, I come to the conclusion that the catering industry belongs to the traditional service industry, in order to provide catering service products to guests to achieve business goals. As a qualified catering waiter, I should always maintain a cordial and enthusiastic attitude and always think of the guests, so that the guests feel at home. At the same time, service is an attitude and a desire to do things better. The catering service is completed by the service staff of our catering department through manual labor, so our service attitude, professional level and operational skills are intuitively reflected in front of the guests, and their gestures and words may leave a deep impression on the guests. Therefore, we should let the guests enjoy active, patient and thoughtful service when dining, so as to meet the physical and psychological needs of the guests to the greatest extent.
And this internship, my position is a catering waiter. I know that any position in a restaurant should aim at better serving the guests. The position of catering service is divided into front desk service and back desk service. Front desk service positions include front desk manager, supervisor, foreman, reservation clerk, usher, bartender, waiter, etc. They are in direct contact with the guests and face the service of the guests, while the backstage service positions include chefs, cleaners and dishwashers. , and basically do not contact with guests. The main task of the catering department is to provide guests with high-quality dishes, drinks, snacks and quality services, and meet the various needs of guests.
The catering department is the only department in the hotel that produces and provides physical products. Providing tangible products based on dishes to guests is the most basic task of hotel catering department. Nowadays, the catering department has also expanded from various restaurants in the traditional sense to comprehensive and multifunctional supporting places, including exchange activities and leisure and entertainment activities.
The operation of the catering department directly affects the development of the hotel. I know that although my work is simple and unremarkable, it is an indispensable part, which affects the normal operation of the hotel. Therefore, I am meticulous in my work, try my best to provide the best service for my guests, and smile so that every guest can come back happily and satisfactorily. Although it is hard, I am still happy when I get compliments from others. I am very grateful to the school for providing us with valuable internship opportunities this year.