The author of this article was sent to Hong Kong Miramar Hotel (four stars) to learn Chinese food management at the Cuiheng Village Tea House. Many scenes are still fresh in my memory, so I compiled the learning experience for everyone's reference. It is very interesting to see. sex.
Employee engagement is high
Most restaurants in Hong Kong are doing very well, which can be described as busy and busy. Every weekend and public holiday, two to three hundred waiting tables in the restaurant are issued! As interns, we work an average of 12 hours a day, with only half an hour for lunch, and only a little leisure time during afternoon tea. I remember that I was only 22 years old at the time, which was the period when I was in my best health. However, the heavy physical labor still made me complain endlessly, not to mention the kitchen chef in his 40s?
The Cuiheng Village Tea House Restaurant in Miramar From morning tea to lunch to afternoon tea to dinner to midnight snacks, the kitchen chefs are all in high spirits and no one complained because the guests came late, which is really admirable. I remember one day, I worked overtime until 11pm. When I dragged my tired body out of the kitchen, the head chef was still checking the kitchen hygiene without any fatigue. You must know that he started work 1 hour earlier than our interns. , which made me suddenly respect him.
The food preparation is impeccable
Hong Kong restaurants have a strict and scientific management system. Both department managers, supervisors, foremen and employees have clear job responsibilities. Restaurant employees operate in accordance with job specifications and procedures, and each link is linked to each other. Guests can experience standardized, thoughtful, consistent and complete service. Every day at noon, customers from nearby office buildings flooded into the restaurant. Within half an hour, the restaurant with 800 people was packed. When the meal is being served, the sound of the wok clanking and the whirring blower are heard one after another in the kitchen, like an exciting symphony.
Hong Kong restaurants have a strict and scientific management system. Both department managers, supervisors, foremen and employees have clear job responsibilities. Restaurant employees operate in accordance with job specifications and procedures, and each link is linked to each other. Guests can experience standardized, thoughtful, consistent and complete service. Every day at noon, customers from nearby office buildings flooded into the restaurant. Within half an hour, the restaurant with 800 people was packed. When the meal is being served, the sound of the wok clanking and the whirring blower are heard one after another in the kitchen, like an exciting symphony.
Operation standardization
There is a saying in the Hong Kong hotel industry: Stinky poppies produce stinky weeds, and beautiful rice makes beautiful rice. Only when the quality of the goods is good can we produce beautiful products, so receiving the goods is very important. The inspection personnel of Hong Kong restaurants are not selfish and strictly inspect. If the goods delivered by the consignor (meaning "supplier" in Hong Kong) do not meet the standards or are passed off as genuine, they will immediately refuse to accept the goods and report it to their superiors. They will not let the goods pass. Freighters and passengers are fishing in troubled waters.
Hong Kong restaurants have implemented standardization very early, which is reflected in the meticulous operation of the kitchen. The chopping board masters must work according to the "Unified Table of Side Dishes Specifications" and "Unified Table of Side Dishes Portions". Each dish in the kitchen has a standard recipe, and all aspects including cutting and proportioning must be weighed according to the standard, and the main ingredients and auxiliary ingredients must be strictly configured.
For example, the Cantonese dim sum shrimp dumplings have transparent dumpling skins, like a piece of white jade. They are delicious and will make people want to eat them again. According to the pastry master (chef), for this detailed production, the various raw materials for the filling must be weighed on a scale in proportion. Strictly follow the recipe requirements in terms of quality and portion, and everyone is responsible for the fillings and dumpling wrappers. There is a special person in charge of the steamer. When steaming the shrimp dumplings, if the filling is cooked too much, the filling will be too raw. Only by mastering the standards of each operation link can we have a qualified product.
The dishes are updated quickly
The honor of Hong Kong's "Food Paradise" is inseparable from the first-class products. Hong Kong's Cantonese cuisine boldly draws on the raw materials and methods of Western food to create first-class food. The dishes are updated at an alarming rate. The recipes usually change once a month, and the special dishes change every day.
When I was working in Hong Kong, it was common to see head chefs wearing work clothes in restaurants soliciting opinions from guests, carefully writing down problems with the dishes, and coming back to make improvements. There are a lot of seafood in Hong Kong. Many people come to Hong Kong to taste the seafood. When ordering from the seafood restaurants in Hong Kong, customers can also choose their own. The electronic scale flashes as if to tell customers its accuracy.
"Substantiating a weak point", "substituting a shoddy product for a good one" and "simply making a difference" do not exist in Hong Kong kitchens. I often see freshly-dead fish being fished out and left to the staff to eat, instead of being "packaged" and served to guests.
Take out the dead shrimps, peel them and make shrimp fried rice instead of salt and pepper shrimps.
Hong Kong people eat less oil and less salt, so there is no market for salt-and-pepper shrimp. Hong Kong chefs do not have the idea of ??deceiving guests, they only have the idea of ??working hard to make guests become loyal customers.
The "backstage" is excellent
Regardless of the quality of restaurants in Hong Kong, or how old or new they are, they all pay great attention to their image. On the one hand, we constantly update outdated equipment, and on the other hand, we pay close attention to the maintenance and upkeep of facilities and equipment. Miramar is an old hotel, but when I visited the kitchen, everything was neatly stacked and organized, and the table tops, walls, and floors were as clean as new.
Regardless of the quality of restaurants in Hong Kong, or how new or old they are, they all pay great attention to their image. On the one hand, we constantly update outdated equipment, and on the other hand, we pay close attention to the maintenance and upkeep of facilities and equipment. Miramar is an old hotel, but when I visited the kitchen, everything was neatly stacked and organized, and the table tops, walls, and floors were as clean as new.
The floor and the kitchen work in perfect harmony
In domestic restaurants, the floor and the kitchen are always a pair of "happy enemies". But in Hong Kong, both the kitchen and the floor are customer-centric, and everything revolves around them. The head chef is not always in the kitchen, but sometimes goes to the restaurant to solicit opinions from guests to ensure the effectiveness and speed of communication.
In domestic restaurants, the floor and the kitchen are always a pair of "happy enemies". But in Hong Kong, both the kitchen and the floor are customer-centric, and everything revolves around them. The head chef is not always in the kitchen, but sometimes goes to the restaurant to solicit opinions from guests to ensure the effectiveness and speed of communication.
Incentive system and remuneration
For the labor and efforts of employees, Hong Kong restaurants mostly give positive recognition and evaluation through material and spiritual rewards to achieve their goals. A platform for ambition and value. At Miramar Hotel, when an employee puts in extra work and effort to meet the needs of guests at work, the department head will write his story as a "WOOSTORY" (amazing story), submit it to the human resources department, and publish it in the mail. The daily contact book of all employees and written into employee files will provide a basis for employees’ future promotions. For employees' contributions to internal coordination and cooperation, employees will send thank you cards to each other, post them on the department's internal notice board, and send them to the Human Resources Department for record. The hotel will select "Smiling Employees" and "Five-Star Employees" every quarter, award certificates and give certain material rewards, and commend them at the annual celebration. At the same time, each department will also celebrate employees internally.
Hong Kong is a place where space is at a premium, and kitchens are usually very small. But many Hong Kong restaurants, no matter how small they are, will allocate a rest room and changing rooms for their employees. The restaurant also provides interest-free loans to employees who want to buy a house. Employees with good service performance are often rewarded with overseas trips and managers are given certain shares as incentives. Salaries in Hong Kong's catering industry are not particularly high, but bosses always pay employees "double pay" at the end of the year, that is, an extra month's salary, and at the same time, bonuses called "bonuses" are given during the Spring Festival. This is also a common practice in the Hong Kong industry. It is one of the criteria by which employees evaluate a “good boss”.
Attach equal importance to humanization and strict management
The hotel cares very much about the lives of its employees and encourages employees to do a good job in service through various caring methods. For example, the employee cafeteria does not require meal cards, and there is no limit to the number of meals. You can take as much or as little as you want by yourself. Weekly breakfast and lunch menus are posted on the wall, as well as desserts and fruits after meals. Each new employee's photo, preferences, and date of entry into the store will be posted in the daily contact book, and they will receive red envelopes from the hotel and blessings from colleagues in various departments. When it's an employee's birthday, the managers always spend their own money to prepare a cake and everyone celebrates it together.
The general manager and the head of the human resources department regularly choose to have meals with employees from various departments to exchange ideas and feelings with employees, so as to create a sense of belonging and loyalty among employees. On the bulletin board outside the employee restaurant, there are guest feedback, hotel welfare policies, public holiday arrangements, etc., making employees feel at home. The Human Resources Department conducts a consultation survey on all employees every year, including opinions on working hours, wages, holidays, department management, and supervisors. Allow employees to comment on hotel decisions and participate in hotel management, while also serving as a basis for assessing department performance.
Career Design
Hong Kong restaurants have a relatively mature human resources management mechanism. Employees can get a form when they join the company, which clearly informs you of your current position, income and The corresponding responsibilities you should bear will also tell you how much income you can get if you achieve a certain position. The restaurant will assign a director to be responsible for your career planning. He will tell you what work to do at what stage, what qualifications to get and what salary to get, and will arrange your future position and income according to the ladder-like promotion table, so that Employees feel that their work and income are fulfilling.
Hong Kong, known as a "food paradise", has the highest concentration of restaurants in the world. This is inseparable from the first-class production and high-level management of Hong Kong catering companies. Mainland companies should also learn more. The essence of its business philosophy