Tisch

The calendar of 20XX has been turned over, and now a brand-new year of 20XX is ushered in. Looking back on the work experience in the past year, the restaurant has been running smoothly since its business adjustment, all because of the support and trust of the leaders of the food and beverage 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 XX years, the following work was carried out in the daily management and service quality construction of various operating departments:

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, aiming at the phenomenon of poor execution of restaurant management, the course "Execution" was developed, which made managers fundamentally realize that "a good system needs good execution", and combined with the specific performance of insufficient execution of restaurants and the execution of advanced enterprises in the same industry, it was analyzed in the form of case analysis, which made managers realize the important truth that "there is no competitiveness without execution", and managers at all levels had a new understanding and understanding of execution.

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.

Verb (abbreviation of verb) Work plan for 20XX years

20XX is an opportunity year. 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.

The overall planning scheme of the 20XX wedding reception will be optimized to further enhance and highlight the style of the host, add more popular elements (adjust the background music) to the wedding reception, 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 the wedding reception 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 20XX, according to xxx's quality inspection standards, we will comprehensively supervise and inspect the hygiene status, engineering status, equipment and facilities maintenance status, safety management, service quality, employee etiquette and courtesy, food delivery service, labeling specifications and other contents of all departments in the catering department, publish the inspection results regularly every month, and impose corresponding penalties on unqualified departments and posts, thus forming a good operating mechanism of "quality inspection every day and monthly evaluation of quality effect" to promote quality management 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.

Product distribution is the core of catering management. In 20XX, we will assist the manager of the food and beverage department to collect customers' opinions and supervise the product quality, so as to promote the improvement of product quality.

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.

The main course design idea of departmental training in 20XX is to adjust and optimize some courses in 2008 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 20XX's annual work 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!

extreme

How time flies! It is the end of recent years, and it is another year to take over the canteen in a blink of an eye.

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 the food hygiene in the canteen and the "one wash, two flushes and three disinfections" of tableware. The workbench should be cleaned while using, 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. The buyer and I will go shopping together. It is strictly forbidden to purchase food without "quarantine certificate" and "food hygiene license", and all foods that have been stored for a long time and deteriorated are rejected, so as to prevent the occurrence of major food poisoning incidents 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.

Tisso

I have worked in xx Company for over a year in a blink of an eye. According to the work arrangement of the company manager, I am mainly responsible for the daily operation of the restaurant floor and the training of the department. Now I will make a summary report on the work of 20XX.

First, the hall ground site management

1. Etiquette and politeness need to be practiced repeatedly at the daily meeting. Employees should use polite language when meeting guests, especially the cashier and regional service personnel at the front desk. They are required to apply etiquette and politeness to every point of their work, and employees should supervise each other and make progress together.

2. Insist on checking gfd before class. Those who fail gfd can only be employed if they are qualified. Correct me immediately if I find any appearance problems in my post and supervise the use of guests' manners, so that employees will develop a good attitude.

3. Strictly grasp the post positioning and service awareness, improve service efficiency, rationally allocate service personnel during the peak meal period, and support busy areas at any time with the foreman or encouragement as the center. Other personnel should carry out their duties, clarify their respective work contents, and carry out division of labor and cooperation.

4. Advocate efficient service, and require employees to serve guests as soon as possible when they need service.

5. Item management From large items to small items, whether it is customer damage or natural damage, everything needs rules to follow, well documented, implemented, supervised, followed up and summarized.

6, the management of public * * * regional health, require cleaning personnel to see foreign bodies or dirt must be cleaned up immediately. The sanitary requirements of each area are that the sofa surface, surroundings, dining table and ground should be clean and free from water stains, and placed neatly without inclination.

7. Dining time, because the guests are concentrated in the store, there will often be a phenomenon of guests queuing, and guests will be impatient. At this time, it is necessary for the head waiter to prepare for the reception before the reception peak, reduce the waiting time of the guests, and pay attention to the table position to ensure that it is correct. Do a good job of explanation, shorten the waiting time, seriously receive every table of guests, busy but not chaotic.

8. Buffet is a new item in the restaurant. In order to further improve the quality of buffet service, the General Implementation Plan of Buffet Service was formulated, which further standardized the operation process and service standards of buffet service.

9. Establish a restaurant case collection system, reduce the probability of customer complaints, collect restaurant customers' complaints about service quality and quality, and provide an important basis for improving daily management and service. All restaurant employees will analyze and summarize the collected cases and propose solutions to the problems, so as to make the daily service more targeted and reduce the probability of customer complaints.

Second, the daily management of employees

1. As an important part of restaurant employees, whether new employees can quickly integrate into the team and adjust their transition mentality will directly affect the service quality and team building. According to the characteristics of new employees and their entry conditions, special training is conducted to adjust the mentality of new employees, face up to the role change and understand the characteristics of the catering industry. Let new employees make full psychological preparation, alleviate the dissatisfaction caused by the unsuitable role change, and accelerate the pace of integration into the catering team.

2. Pay attention to the growth of employees, always pay attention to employees' mentality, keep good working conditions, organize employees to study irregularly, assess employees, check the training effect, make up for deficiencies in time, improve the training plan, talk to employees regularly every month to do ideological work, understand their recent work, find problems and solve them.

3, combined with the actual work to strengthen training, the purpose is to improve work efficiency, make management more standardized and effective. Combined with the case study of daily restaurant, employees have a new understanding and understanding of daily service and formed a consensus on daily service consciousness.

Third, there are shortcomings in the work.

1, in the process of work, the details are not enough, the work arrangement is unreasonable, and the priorities are not very clear in the case of more work.

2. There is a lack of communication between departments, and problems are often discovered only after they have gone wrong.

3. There are not many interactive links in the training process, which reduces the vitality and vitality.