Personal Work Summary of Food and Beverage Supervision 1 20_ year calendar has been turned over, and now it has ushered in a brand-new 20_ year. Looking back on the work experience in the past year, the restaurant's stable operation from business adjustment to now is due to the support and trust of the leaders of the catering department. When the new year comes, we can vividly see the ups and downs of the past year and state our work experience in the most straightforward language.
First, to improve service quality as the core, strengthen the construction of service quality project.
The construction of catering service quality is a huge systematic project and a comprehensive embodiment of catering management strength. In, various operating departments carried out the following work in daily management and service quality construction:
1, write operation procedures to improve service quality.
According to the actual operation situation of various departments in the catering department, the operating specifications of banquet service, night hall service, western restaurant service, bar service and steward service are compiled. Unify the service standards of all departments, establish the standards and basis for training, inspection, supervision and assessment of all departments, and standardize the service operation of employees. At the same time, according to the service requirements of the VIP room, the service reception process of the VIP room is compiled, and clear and detailed regulations are made from the aspects of customer reception, language requirements, dinner service, wine promotion, hygiene standards, article preparation, environmental layout, audio-visual effect, energy saving and so on, which promotes the service quality of the VIP room.
2. Strengthen the supervision and management of walking site.
On-site supervision and mobile management are important forms of catering management. During my duty, I insisted on allocating management time according to the "February 28th" principle (80% of the time was spent on managing the site and 20% was spent on making management summary). I directly participated in the on-site service, promptly corrected and prompted the problems that appeared on the site, recorded typical problems, and reported them to the heads of various departments, analyzed the root causes of the problems, made training plans and blocked management loopholes.
3. Prepare the overall practical plan of the wedding banquet to improve the service quality of the wedding banquet.
Banquet service department is a brand project of the hotel. In order to further improve the quality of wedding service, the overall practical plan of wedding service was compiled, which further standardized the operation process and service standards of wedding service, highlighted the atmosphere of the wedding scene, and invited the human resources department to conduct special training for wedding emcees, making them more distinctive and enhancing the reputation of the wedding market.
4. Convene special service meetings regularly to discuss the problems existing in the service.
Good service quality is the core of catering competitiveness. In order to ensure the service quality, improve the service management level and improve customer satisfaction, the last day of each month is designated as the service quality seminar day, which is attended by the 4-5 level managers of each restaurant to analyze the service status of each restaurant in that month, review the service quality, share management experience, analyze typical cases, find out the root causes of problems and explore management methods.
At the seminar, restaurants learn from each other, and participants actively participate and express their opinions, dare to face problems and take responsibility, thus avoiding the recurrence of the same service quality problems in the management process. This discussion form provides a platform for restaurant managers to exchange management experience and plays a positive role in ensuring and improving service quality.
5. Establish a restaurant case collection system to reduce the probability of customer complaints.
This year, the Food and Beverage Department implemented a food and beverage case collection system in restaurants to collect complaints from restaurant customers about service quality and product quality as an important basis for improving management and evaluating the management level of department managers. Restaurant managers analyze and summarize the collected cases and put forward solutions to the problems, so as to make management more targeted and reduce the probability of customer complaints.
Second, organize the first service skill competition to show the service skills of the catering department.
To tie in with the 0/5th anniversary celebration of the hotel/KLOC-,the Food and Beverage Department organized restaurants to hold the first competition on catering service skills and catering knowledge in August, and worked out a practical scheme for the competition. After more than a month's preparation and preliminary competition, with the strong support of the Human Resources Department and the Administration Department, it was a success, which was affirmed by the superior leaders, fully demonstrated the catering department's skilled service skills and excellent basic skills, enhanced the cohesion of the team, inspired the morale of employees and achieved the expected purpose.
Third, carry out employee training at all levels to improve the overall quality of employees.
This year, * * * conducted 15 trainings, including 3 service skills trainings, 3 induction trainings for newcomers and 9 special trainings. The concept and main contents of the course are as follows:
1. Expand management ideas and broaden industry horizons.
Most middle-level managers in restaurants are gradually promoted from lower-level employees (some managers have worked in the same position for four or five years), and their management vision is relatively narrow. In order to strengthen their management awareness, expand their industry vision and professional knowledge, seven catering professional knowledge trainings were set up for middle managers this year, the main contents of which are customer satisfaction management, catering marketing knowledge 1, catering marketing knowledge 2, basic knowledge of catering management, etc. The setting of these courses plays a positive role in expanding the management thinking, catering professional knowledge and industry vision of middle managers, alleviating various contradictions and conflicts in the management process, and enhancing the feelings among employees, employees and customers.
2. Cultivate employees' service consciousness and improve their comprehensive quality.
In order to cultivate employees' service awareness and improve their comprehensive quality, this year we have carried out training on catering service awareness, employees' mentality, five disciplines for service personnel, employees' etiquette and politeness, and wine knowledge. These training courses have improved the service consciousness, service mentality, professional service image and catering professional knowledge of grassroots service personnel. At previous sessions since April this year,
3. Carry out service skills training to improve the service level of VIP rooms.
In order to improve the service reception capacity of VIP rooms, we carried out "VIP room service reception skills training" and "restaurant ordering skills training", analyzed and explained the problems existing in service reception in the form of case analysis and demonstration, and demonstrated standardized service, marketing skills and humanized service in practice, which improved the service quality of VIP rooms.
4. Adjust students' transition mentality and quickly integrate into the catering team.
As an important part of catering staff, whether interns can quickly integrate into the team and adjust their transition mentality will directly affect the quality of catering services and team building. According to the characteristics and entry conditions of interns, this year, * * * conducted three special trainings on how to transform from a campus person to an enterprise person, with the aim of adjusting students' mentality, facing up to the role transformation and understanding the characteristics of the catering industry. The setting of this course makes students fully prepared psychologically, alleviates the dissatisfaction caused by the unsuitable role change, and accelerates the pace of integration into the catering team.
5, combined with the actual work, the development of practical courses.
The purpose of training is to improve work efficiency and make management more standardized and effective. In July, in view of the phenomenon that the management of restaurants is not in place, the course "Execution" was developed, so that managers can fundamentally understand? A good system needs good execution? Combined with the specific performance of the restaurant's lack of execution and the execution of advanced enterprises in the same industry, this paper analyzes it in the form of case analysis to make managers realize? Without execution, there is no competitiveness? Important truth, managers at all levels have a new understanding and understanding of execution, and formed a consensus on management ideas.
Fourth, the existing problems and deficiencies
Although this year's work has been completed as planned, the quality is not enough. As far as departmental operation and training work are concerned, it is mainly manifested in the following aspects:
1, insufficient management, uneven exertion and weak links.
In the process of management, the management of some sensitive issues is weak, and the repeated service quality problems cannot be pointed out to the managers, which makes some management problems exist for a long time and cannot be fundamentally solved. At the same time, the main focus is on the quality of floor service, which weakens the management of housekeeping department and wine department.
2. Training interaction is not enough.
There are not many interactive links in the training process, and there are few opportunities for employees to participate, which reduces the vitality and vitality of the classroom.
3. The course capacity is too large, the teaching progress is too fast, and the speech speed is too fast.
The capacity of the course of catering professional knowledge is too large, and the progress and speech speed are too fast in the training process, which makes students unable to pay close attention to the training content and weakens the training effect of this part of the course.
Five-year or twenty-year work plan
20_ is a year of opportunity. Consolidate the management foundation, make full preparations for hotel upgrading, further improve service quality, optimize service processes, upgrade existing brand grades, create new brand projects, create service highlights and establish a good catering brand image.
1. Optimize the wedding service process and improve the service quality again.
Optimize the overall planning of the 20 19 wedding banquet, further enhance and highlight the style of the host, add more popular elements (adjust the background music) to package and enhance the festive atmosphere, highlight the wedding highlights, deepen the audience's impression of the wedding, win more potential customers, and polish the golden signboard of wedding banquet service.
2. Improve the quality of seminars and establish a good communication platform.
On the basis of the existing service quality seminar, further deepen the content of the seminar, expand the number of participants (bar and catering department heads), enhance the depth and breadth of the seminar, build the service quality seminar into an exchange platform for middle managers to learn from each other, share management experience and stimulate ideological sparks, and build the quality seminar into a management brand project of the catering department.
3. Establish a monthly quality inspection mechanism and publish the monthly quality status of each department.
In 20 19 years, according to the quality inspection standard of _x, the hygiene status, engineering status, equipment and facilities maintenance status, safety management, service quality, employee etiquette and courtesy, food delivery service, logo specification and other contents of all departments in the catering department were comprehensively supervised and inspected, and the inspection results were published regularly every month, and the unqualified departments and posts were punished accordingly. Conduct quality inspection every day and evaluate the quality effect every month? Good operation mechanism makes the quality management work to a new level.
4. Take the VIP room as a platform to create service highlights and set up quality service windows.
On the basis of the existing service level, we should innovate and upgrade the VIP room service, focus on service details and humanized service, adjust the structure of VIP room service personnel, improve the entry qualification of VIP room service personnel and the salary of waiters, make VIP room reception service become the service mode of catering department, set up a quality service window of catering department, create service highlights, and create a new service brand on the basis of banquet service brand.
5. Assist the catering manager to improve product quality.
Products are the core of catering management. 20 19 assist the manager of the food and beverage department to collect customers' opinions, supervise product quality and promote product quality improvement.
6. Adjust the training direction and build a learning team.
Now, we will adjust the training direction, reduce the training density, pay attention to the training effect, provide industry-related learning information, guide employees to learn professional knowledge, encourage employees to actively participate in the assessment of catering service skills, the professional qualification certification of bartenders and the learning of catering professional knowledge, set off an upsurge of learning professional knowledge in the catering department, reward employees who have obtained various industry qualification certificates recognized by the state, cultivate knowledge-based management talents, reserve excellent management personnel for hotel upgrading, and build the catering department into a learning team.
7. Optimize training courses and improve management level.
20_ The main course design of departmental training is to adjust and optimize some courses in 2000 to make the courses more targeted and effective.
8. Cooperate with the Human Resources Department to cultivate employees' corporate identity and improve their professional ethics.
Actively cooperate with the training work of human resources department, carry forward corporate culture, cultivate employees' sense of identity with the enterprise, improve professional ethics and enhance cohesion.
The smooth development of the work in 20 years depends on the careful guidance and care of the leaders, the help of the human resources department and the administrative department, and the strong support of all departments in the catering department. I hope to get more guidance and correction from the leaders in the coming year, and I also hope to get more friendly and positive cooperation and support from my colleagues in my work.
The new year is a new starting point. I hope that the catering management will be pushed to a new level in the coming year, making the management more perfect, reasonable and scientific. Summing up the past and looking forward to the future, at the beginning of the new calendar, I will continue to develop my advantages, correct my shortcomings, further improve my management level, and strive to build a learning and excellent catering service team!
Summary of personal work of catering supervisor 2 20_ year is not only a year in which the catering department continues to rise in a good business situation, but also a quarter in which hotels promote catering brands and market share with the service skill competition of urban tourist hotels as a wedge, and it is also a quarter in which the catering department aims to achieve the goals of the company and the hotel. Develop catering? This strategic goal has laid a good foundation for a quarter. To this end, while summing up the achievements in the past 20 years, the department identified the existing problems and weak links, and combined with the actual situation of the department, set out to carry out the following five aspects of work:
First, innovative management, highlighting? Income generation and profit? This theme
Income generation and profitability are the eternal themes of enterprises. In order to improve the income-generating capacity of the department, according to the annual overall work arrangement, the department has done the following work:
(1) In order to further enhance the department's popularity and the popularity of Huaida Catering, the department took the celebration activities as a wedge to thoroughly implement the work related to the special reward and promotion activities for the celebration. During the promotion period, the department * * * sold more than 5,000 kinds of special dishes with an amount of more than 80,000 yuan, which was well received by consumers.
(2) In order to strengthen the external influence and publicity effect of grand banquet, on the basis of successfully arranging the menu of grand banquet in winter for many years, the menu of grand banquet in winter was formulated and published. In the third quarter, the department * * * received various banquets 13 14 tables, with an amount of 456 177 yuan, with an average of 347 yuan/table.
③ In order to enhance the hotel's popularity and brand effect among VIP customers, seize more and more high-end customers, and fully display and reflect the hosting effect and organizational ability of large-scale banquets in the hotel, the department successfully received more than 300 Christmas buffets and Four Seasons Flower City signing ceremony buffets hosted by the hotel. With the help of the department's successful experience in receiving buffet, the department put forward a number of valuable opinions to the person in charge of Four Seasons Flower City, which was well received by the organizers.
⑤ In order to strengthen the innovation consciousness of the kitchen department, ensure that catering products are often replaced by new products in color and variety, and achieve the purpose of retaining and stabilizing old customers with new dishes, the kitchen department has launched more than 0/00 kinds of new dishes/kloc-in the past three months, and a number of new food development experts such as How to Xing Zhi, Yang Ping, Fan Jiaxing, He Fa and Liu Fanghua have emerged;
Second, change ideas and strengthen? Quality construction? This basic principle
Quality is fundamental, quality is the lifeline of enterprise development, and quality is the eternal theme of enterprise. In the third quarter, in order to realize the plan put forward by the company and hotel leaders at the beginning of the year? Develop catering? This strategic goal, and continue to maintain the good development trend of catering in the first half of the year, the department in? Quality construction? Work has been carried out in the following six aspects:
(1) In order to successfully complete the hotel service skill competition organized by the Municipal Tourism Bureau, according to the overall work arrangement, our department began to formulate and implement the implementation schedule for catering staff to participate in the city skill competition as early as 10. With the great attention of hotel leaders and department personnel and the joint efforts of the contestants, the Food and Beverage Department won the first prize of Chinese table design and the third prize of Chinese banquet setting in this skill competition.
(2) According to the good business situation in the first half of the year, in order to maintain this good business momentum, the innovation of cooking and the introduction of high-quality raw materials have been further promoted and understood. Under the leadership of Vice President Jia, the department organized some backbone chefs to make a comprehensive inspection of raw material markets and social restaurants in Changsha, Zhuzhou and Jishou, which not only broadened their horizons, but also introduced a number of Brazilian specialties and bacon.
④ In order to standardize the placement and quantitative management of kitchen tableware, reduce the damage rate of tableware and improve work efficiency, the department drafted and implemented the Interim Measures for the Standardized Placement and Daily Management of Kitchen Tableware and Supplies in Catering Department in February/Kloc-0. At the same time, in order to unify the dishes and utensils in the kitchen department, improve the mat effect and enhance the catering image of the hotel, the department purchased some utensils in the kitchen department according to business needs;
⑤ In order to further improve the reception quality of the grand banquet, understand the overall taste and development trend of the Huaihua grand banquet market, and establish a complete historical record of the reception of the grand banquet, under the guidance of Vice President Jia, a quality tracking table of the dishes of the grand banquet was formulated and implemented, which provided a good basis for gradually improving the reception level of the grand banquet and finding out the problems existing in the service of the grand banquet;
⑥ In view of the current situation that the basic work of the catering front desk waiter is not solid and the quality of kitchen dishes is unstable, combined with the current situation that the dining room rebounds and the table breaks up, in order to further improve? Two people? Stabilize the tourists, strengthen the consciousness of all catering staff, change the service concept, actively implement the measures stipulated in the _ hotel integrity management regulations, and provide efficient, high-quality and fast service for guests. The department holds a coordination meeting between the front desk and the kitchen every Wednesday and Saturday to sort out some complaints such as slow serving, and at the same time formulate and implement an action plan for warm catering in winter.
Third, actively communicate and grasp the key to the tourist market.
In order to further stabilize the source of tourists, improve customers' loyalty to the hotel, and maintain and improve the good business situation of catering in the first half of the year, our department actively played the role of the outreach working group and started work from the following aspects:
(1) Make regular telephone contact with old customers and big consumers, make telephone contact or visit customers who suddenly spend less in a certain period of time, find out the reasons for not spending or spending less, and make records and rectification. In the third quarter, the department conducted more than 200 telephone contacts and on-site visits to old customers. Through departmental efforts, consumer units such as Tianzhou Education, Passenger Transport Section and Third Hospital have increased significantly compared with the first half of the year;
② In order to further embody the humanized service of the hotel, the department presents flowers or cakes to guests who come to the store for their birthdays in time, such as general manager Zhang of the industrial company, his family and some leaders of the municipal party committee.
(3) In order to reflect the hotel's emphasis on regular customers, the department's outreach team timely fed back the information on the development and launch of new dishes to regular customers, invited guests to come for consumption and taste and put forward valuable opinions;
Fourth, Zhang Chi has a degree, which laid the foundation for the stability of the team.
The third quarter is a quarter in which new and old employees in the department alternate, and it is also a quarter in which the workforce is prone to fluctuations. To this end, in order to improve the overall cohesion and relieve the work pressure of employees, the department organizes employees to have dinner in social restaurants (Dynasty Restaurant, Xiangshui Family, etc.). ) Bringing good business in batches not only deepens mutual understanding among employees, but also absorbs the advantages of social restaurants;
Secondly, the department regularly holds floor meetings on different floors, front and back, reviews and summarizes the weekly work, rewards and punishments according to the individual's work performance, promotion ability and complaints during the week, and takes advantage of the opportunity of pushing new dishes in the kitchen every month to organize some employees with good performance and strong promotion ability to participate in the tasting and evaluation of new dishes, which not only has the effect of on-site training, but also enhances the self-confidence and honor of employees. In short, through the implementation of the above measures, employees have been better stable.
Fifth, pay close attention to team building and form an atmosphere of implementation.
In order to strengthen the sense of responsibility of the backbone of the department, change the working concept of the backbone, and form a working atmosphere of scrambling for implementation, the department set up a quality inspection team with the backbone above the foreman as its members, cooperated with the quality inspection every week, conducted quality inspection on all regions of the department, and punished the regional leaders who had the worst inspection or had the most problems every time or ordered them to make rectification within a time limit, and conducted informed criticism at the ministerial meeting to reward the regional leaders who performed well every time; Secondly, the department also comments on the work of the backbone above the foreman every month, rewards the excellent and punishes the poor, and puts forward requirements for the next step. In order to improve the overall management and control ability and management level of the backbone, the department specially implemented a professional training for the backbone at the foreman level, which not only understood the problems and weak links existing in the implementation and management of the backbone, but also strengthened the learning consciousness and crisis consciousness of the backbone.
VI. Main problems
In the past 20 years, although the work of the food and beverage department has achieved good results, there are still many problems and weak links, which are far from the requirements of hotels and companies and the expectations of employees, mainly as follows:
1, the department's awareness of safety precautions is relatively weak, and the employees' safety knowledge training is not enough, which led to the fraud incident of 10 packing five soft Hibiscus King cigarettes at dinner on June 9;
2. Not paying enough attention to participating in the city skills competition, resulting in the unfinished task of participating in the China banquet of the city skills competition department;
3. The daily workflow of kitchen posts needs to be further standardized, and complaints about slow serving and inconsistent cooking standards still occur from time to time;
4. The targeted training methods and efforts for the front desk staff are not enough, and the called service still happens from time to time;
5. The department lacks strength and effective methods for background management, which leads to more daily violations of discipline and discipline of employees than other offices;
Seven, 20_ year main work arrangements
The year of 20_ is not only the second year for hotels to deepen the profit target joint-stock management, but also the year for catering to lay a good foundation for work and go to a higher level. 20_, the department will take the Spring Festival, Lantern Festival and Valentine's Day as examples on the basis of previous excellent business conditions. Three quarters? Take the promotion activities and reception service in the grand banquet season as an opportunity to maintain stability and improve the occupancy rate and consumption grade of private rooms, so as to pay close attention to it? Two people? (Quality of products and services), centering on two consciousnesses (competition consciousness and crisis consciousness) and changing the team's work style on the premise of stabilizing employees, Qixin Qi Xin strives to do a good job, and strives to achieve catering income of 6,543,800 yuan+0,880 yuan in the fourth quarter of profit-oriented joint-stock operation, focusing on the following aspects:
First, focus on the implementation and effect supervision of winter warmth management measures to ensure a double harvest of benefits and word of mouth;
Second, do a good job in the Spring Festival promotion series to ensure that the income generated during the Spring Festival will increase by 20% compared with the same period of last year, and the staff will be stable and there will be no accidents;
Third, take the reception and service of various wedding banquets and birthday banquets as a wedge machine, focus on the quality of wedding products and services, and lay a solid foundation for seizing the market share of wedding banquets within 20 years;
Fourth, the lobby on the second floor adheres to the business idea of low starting point and more affordable mass consumption, pays close attention to product guarantee and fast service, and strives to greatly improve the attendance rate of scattered tables;
In a word, I firmly believe that under the correct guidance of the company and hotel leaders, with the strong support and help of the brother departments, and with the concerted efforts and hard work of all the cadres and employees in the department, the 20-year task proposed by the company and hotel leaders will be fulfilled? Develop catering? This goal will be achieved!
Summary of personal catering supervision 3 Time has passed quickly, and it is the end of recent years. In a blink of an eye, I took over the canteen for another year.
Looking back on every day in the past, as a canteen manager, I deeply feel the great responsibility and heavy work pressure. Because the quality of my work is likely to affect the physical and mental health of all employees. Therefore, in order to foster strengths and avoid weaknesses and do a better job in the future, the work of the past year is summarized as follows:
First, as a canteen, it is naturally inseparable from diet.
The canteen is an indispensable part of everyone's life. If you leave food behind, it is impossible to survive, so the canteen as a unit is also very important. As canteen managers, we should pay more attention to diet and ensure the physical and mental health of every student.
Second, as a collective canteen, food hygiene and safety is a major event related to the health of every student.
First of all, we require every canteen staff to have a physical examination before taking up their posts, and those who fail the physical examination are not allowed to take up their posts. The canteen is the place where students eat, and it is also the most sensitive place to diseases. As the staff of the canteen, I have the responsibility and obligation to do a good job in the hygiene of the canteen, so that all the staff feel comfortable and eat with confidence. Conduct ideological education for employees from time to time, and implement the requirements of the Food Hygiene Law. Through learning, improve the service quality and awareness of staff. Do a good job in food hygiene and tableware in the canteen? One wash, two flushes and three disinfections? Work, the workbench should be cleaned as needed, and the kitchen should be cleaned once a week. If you find any shortcomings in your work, point them out immediately and order them to be corrected in time. All staff can conscientiously do their jobs, clarify their responsibilities, perform their duties, obey the distribution and be on call, thus ensuring the normal operation of the staff.
Visit the kitchen every day when you are free, get in touch with the canteen staff, learn more about the needs or shortcomings of the canteen work, and control the problems in time. For example, the sanitation situation: due to the large number of diners, the number of people in the canteen was uncertain some time ago, which led to physical and mental fatigue, and sometimes the cleaning was not timely and thorough, and the items were not neatly placed.
In order to adjust the mentality of the staff in time and change the status quo, I personally suggest them to visit the kitchen, guide them or work with them. Make ceilings, walls, stoves, steamers, etc. Brand-new, the ground and warehouse are spotless. The kitchen has been obviously improved, and the good working environment makes all employees feel more comfortable and more motivated. Similarly, a good dining environment also brings pleasure to the diners.
Third, it is also important to control the purchase of food.
/kloc-more than 0/00 people need to go out to buy all kinds of food, such as meat, vegetables, eggs, poultry, staple food and non-staple food. I will go shopping with the buyer. Is it strict? Quarantine certificate? 、? Food hygiene license? All foods are not purchased, and foods that have been stored for a long time and deteriorated are rejected, so as to prevent serious food poisoning and effectively protect the health of every employee. During this period, there were no intestinal diseases and food poisoning accidents among the employees who ate in our canteen. In terms of food hygiene, vegetables and foods that cannot be stored for a long time should be purchased daily, and foods that can be stored for a long time should be purchased regularly.
Fourth, I received it in the last year and ate more than a dozen meals.
The reception of the dinner party was completed in time, accurately and smoothly, which left a good impression on leaders at all levels. At the same time, it ensures the normal dining of employees.
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