Afternoon everyone!
It is an honor to be here on behalf of the Catering Department and the garden theme restaurant kitchen team to share with you the harvest and joy of 2013. (Below, I will report to you from four aspects)
First, to strengthen the awareness of food safety, cost control and market competition, in the first year of trial operation to turn a loss into a profit.
He Yuan restaurant since November 6 last year since the trial operation, always strictly control the quality of raw materials and food hygiene, standardize the operating procedures to ensure food safety. In the operation of the gradual mapping and garden restaurant consumer group characteristics and laws, and constantly and carefully developed in line with the garden restaurant consumer group dishes, according to the seasonal supply of raw materials characteristics, has launched the spring, summer, autumn, winter seasonal dishes and some special dishes and innovative dishes, for example: for the market price of raw materials, in the case of the sale price of the dish basically maintain the original price under the premise, we carefully research and development, the use of seasonal dishes To make outstanding, fragrant, flavor, meaning, type of low-priced dishes, such as: stone pot fungus cabbage from March since the start of sales, monthly sales have been at the top of the list. According to the different consumer demand we also developed some low-priced, high-quality dishes, cited some new processing and cooking techniques, especially in September this year, the park provided me with the opportunity to learn the Chinese mood dishes, so that I benefited greatly, and soon applied to the production of dishes in the Garden, to give guests with a new visual, olfactory, tactile, and gustatory quadruple enjoyment, and won the praise of the guests. He Yuan restaurant income climbed month by month, sales from the daily average of 3,000 yuan to the current daily 10-20,000 yuan, the most exceeded 30,000 yuan. Per capita consumption from 20 yuan to enhance to 40 yuan now, and turn a profit. Behind this is the chefs a dish, a plate, a bowl of production processing out, is the chefs in the hot stove side with sweat and hard work of the hands to create.
Secondly, increase training, standardize the main and auxiliary material recipes for dishes, continuous innovation and research and development of new dishes, in order to gradually build the foundation of the brand and garden restaurant.
One year of operation, we are facing the biggest difficulties is the staff team is not stable, mobility. Especially from May to November is the restaurant's busiest and chef flow is the biggest time, which brings a lot of pressure and challenges to the kitchen work. In order to stabilize the quality of dishes and provide guests with quality service, we have taken the following approaches:
1. Personnel through the use. We use the chefs in the kitchen of the Wagyu Park, the kitchen of the Cafeteria, and even the kitchen of the staff meal, as well as make full use of the overtime policy given by the Park, and strive to overcome the shortage of staff and other difficulties, and successfully complete the reception task again and again.
2. Increase training efforts. This year, the kitchen *** training 56 times, so that the new staff can be more quickly competent position. In this regard, as the head chef, I am duty-bound, physically, in line with the principle of passing on, on the one hand, the use of meal mouth in the actual work of the word; on the other hand, the use of after-dinner time for training, will be their own craft to pass on to everyone, but also will be the new learning to the Chinese mood of the dish practices to the chef training, so as to cultivate and stabilize some of the potential of the chef.
3. Standardize the recipe of main and auxiliary ingredients of the dishes, so that the quality and taste of the dishes in the restaurant will not be affected by the departure of some chefs.
4. Continuous innovation. Has introduced seasonal cold dishes 18, 72 hot dishes in Western and Chinese styles, enriching the choice of guests, the formation of the "stone pot fungus cabbage", "tower incense three cups of chicken" and so on as the representative of the low-cost, low-priced, unique flavors, sales climbed the high innovative dishes, loved by the guests. They are very popular among the guests.
Third, adhere to the kitchen and the restaurant closely cooperate with the team spirit of mutual assistance, create a harmonious restaurant, *** win good results.
A good restaurant brand requires close cooperation between the restaurant and the kitchen. Over the past year, our restaurants and kitchens work closely together and become one. Kitchen research and development of new dishes, we first in the restaurant waiters in the explanation and training, so that they understand the characteristics of the dishes, flavors and nutritional knowledge, in order to facilitate the restaurant manager, foreman and waiter to guests to promote; such as the case of guests have feedback, we adjust in a timely manner in order to achieve guest satisfaction, and to recruit repeat business. Especially in large-scale catering reception services, our restaurants, kitchens, close coordination, cooperation, mutual complementary stage, in the shortage of personnel, facilities and equipment in the case of limited conditions, many times to successfully complete the task of reception. There seems to be a simple but not simple dishwashing work, a good dish without clean and sanitary utensils is not on the table, so like the barrel effect we are missing one, here we are to the restaurant all the staff and other sister departments to express our thanks, with your work and support, only with the guests on and off campus and the garden restaurant brand recognition and praise.
Second: the food service staff year-end summary
Finally waited for the time of the internship, a long time ago from the elder brother to inquire about the first half of the third semester of the internship, then can be said to be eagerly looking forward to the arrival of this day, because we can no longer tolerate the current day and night of the duck-type of teaching, although from the older brothers to learn that the internship is not as imagined that is a happy thing. It was not as much fun as I thought it would be. I decided to choose a hotel for my internship and got a five-star hotel by drawing lots, which was an ideal hotel for me to understand and learn. This is the only five-star hotel in Nanning City, Mingyuan Xindu Hotel (themajestichotel), the name of Nanning residents and even the whole of Guangxi are like a thunderclap, coincidentally, the hotel's general manager, Mr. Chen Xiaowei was invited to make a report in our school, only to learn that the original Mingyuan Xindu Hotel was built in 1995, is a "nine-star" hotel, the hotel is a "nine-star" hotel. "Nine-star" hotel consists of a four-star Mingyuan Hotel and a five-star Xindu Hotel. Mr. Chen's report is vivid and powerful, which further inspired me to want to learn more about the hotel's desire to what they say and what they do is the same? Or are there still problems to be solved? I even began to think about what I could learn from this hotel.
So what about this hotel? What can we learn from it? What needs to be improved? How do I feel? Then listen to me slowly.
The first part: the Chinese food department Mingyuan Xindu food and beverage department is roughly divided into the following departments: Chinese food department (including Guangdong Xuan, multi-functional hall and 6 boxes), Western food department (including the garden restaurant and buffet restaurant) and the liquor department (including the lobby bar, Leyi bar, Chinese bar, Western bar and buffet bar). The 10 of us were divided into 3 groups in different departments and changed departments every 20 days, which gave us a more comprehensive understanding of the service, sales and management of the whole restaurant industry. We were quite satisfied with the hotel's approach, which was just what we wanted.
Our group of four was first assigned to the Chinese restaurant "This is the hardest department in the hotel's food and beverage department!" Before we even started working, we heard someone nearby privately cautioning us about this. I think I really need to be prepared for this!
The work of the Chinese restaurant is indeed as the previous person said, "hard!" The hotel did not give the waiters to develop their own job duties and job descriptions, although this is the most critical link in the human resource management of modern enterprises, in the staff's impression, their job is to listen to the foreman's orders every day, ready to follow the leadership of the command, there is no fixed work, or as long as there is a need, the waiters can do anything! Setting the table, folding the mouth cloth, passing food, serving, withdrawing these so-called must do the job outside also have to work part-time handyman, what carries the table chairs, laying carpets and other dirty work, heavy work, exhausting work are our male waiters things. More incomprehensible is that the hotel's working hours are 9 hours of work, and every day also have to work overtime for about 1 hour (no overtime pay), I do not know whether such a system of work and rest in violation of the "Labor Law", but as a flesh and blood of people have their own a minimum bottom line, because after all, people are not a machine, you can be used to do whatever you want to use. Just started working in those three days really make people suffer ah, every day in addition to work or work, the most aggrieved to be regarded as the feet, 9 hours a day standing makes the feet produce a serious protest, the first thing is to find a place to sit down and take a rest. The gap between the desired humane management and the brutal reality can be seen here.
Another thing that makes me feel embarrassed is that Guangdong Xuan's waiter's uniform is really simple, because the hotel does not have spare clothes for me to wear such a "tall and powerful" boys, so they simply let me wear suit pants and white shirt, even the vest and bow tie are also saved, this dress makes me the waiter and the guest almost no difference, so much so that one time I once let the waiter and the guest almost no difference. So much so, that once when I was about to serve a meeting, I was greeted by the person who thought I was a guest at the meeting!
Third: restaurant manager year-end summary
One, to enhance the quality of service as the core, to strengthen the quality of service engineering construction of food service quality of construction, is a huge systematic project, is the comprehensive embodiment of the strength of food and beverage management, xx year, in the daily management of the various operating departments and the construction of the quality of service to carry out the following work:
1, the preparation of Operating procedures to enhance the quality of service according to the actual operating conditions of the various departments of the Ministry of Food and Beverage, the preparation of the "Banquet Service Practice", "Qing Ye Ting Service Practice", "Western Restaurant Service Practice", "Bar Service Practice", "Stewardship Department of the Service Practice" and so on. It unified the service standard of each department, established the standard and basis for the training, inspection, supervision and assessment of each department, and standardized the service operation of the staff. At the same time, according to the service requirements of VIP rooms, we have prepared the reception process of VIP room service, and made clear and detailed regulations on the reception of consultants, language requirements, table service, liquor promotion, hygiene standards, preparation of goods, environmental layout, audio-visual effects, energy saving, etc., which has promoted the service quality of VIP rooms.
2, strengthen on-site supervision, strengthen the walking management
On-site supervision and walking management is an important form of food and beverage management, I adhere to the two-eight principle of management time allocation during the shift (eighty percent of the time in the management of the scene, twenty percent of the time in the management of the summary), and directly involved in on-site service, the scene of the problem to give timely corrections and tips, and records of typical problems.
The company has been working hard to record typical problems and reflect them to the heads of departments, analyze the root causes of the problems, formulate training plans and plug the management loopholes.
3, the preparation of the wedding banquet as a whole practice, enhance the quality of wedding banquet service banquet service department is the hotel's brand project, in order to further enhance the quality of wedding banquet service, the preparation of the "wedding banquet service as a whole practice," to further standardize the wedding banquet service operation process and service standards, highlighting the atmosphere of the wedding scene, and invited the Ministry of Human Resources on the wedding master of ceremonies for the special training to make the master of ceremonies host a more Characteristics, promoting the reputation of the wedding banquet market.
4, regularly convene special meetings on service, to explore the problems in the service
Good service quality is the core of the competitiveness of the restaurant, in order to ensure service quality, improve service management, improve customer satisfaction, the last day of the month as a special seminar on the quality of service day, by the restaurant 4-5 managers to participate in the restaurant to analyze the restaurant service situation in the month to review the quality of service, share management experience, and make recommendations on the quality of service. The last day of each month is set as the service quality seminar day, which is attended by the 4-5 level managers of each restaurant to analyze the service situation of each restaurant in the month, review the service quality, share the management experience, analyze the typical cases, look for the root causes of the problems, and discuss the management methods. In the seminar, the restaurants learn from each other and learn from each other, the participants actively participate, express their views, dare to face the problem, dare to take responsibility, to avoid the same service quality problems occur again in the management process. This form of seminar for restaurant managers to provide a platform for communication and exchange of management experience, to ensure and enhance the quality of service has played a positive role.
5, the establishment of the restaurant case collection system to reduce the chances of customer complaints
This year's Food and Beverage Department in the implementation of the restaurant case collection system in the restaurant, collect the restaurant customers on the quality of service, quality of production and other aspects of the complaint, as an important basis for improving the management and assessment of the management level of managers of various departments, the restaurant managers of the collection of the case to analyze and summarize the problem, and come up with solutions to make the management more targeted. Come up with solutions to make management more targeted, reducing the chances of customer complaints.
Two, the organization of the first service skills competition, show the catering department service skills
In order to cooperate with the hotel's 15th anniversary celebration, the catering department in August organized the restaurants to hold the first catering service skills and food and beverage knowledge contest, the preparation of the contest hands-on program, after more than a month of preparation and preliminaries, in the Ministry of Human Resources, the Ministry of Administration's strong support for the success, and got the The higher leadership's affirmation, fully demonstrated the catering department skillful service skills and excellent basic skills, enhanced team cohesion, inspired staff morale, and achieved the desired purpose.
Three, to carry out staff training at all levels, to enhance the comprehensive quality of staff