At the end of the year, all walks of life are making year-end summaries, and the hotel service industry is no exception. Now I will summarize my work as a hotel waiter as follows:
Here I learn and advocate how to do a good job in quality service and master seven elements:
1, Smile In the daily operation of the hotel, every employee is required to treat the guests with a sincere smile, which should not be affected by time, place, mood and other factors, nor should it be limited by conditions. Smile is the most vivid, concise and direct welcome word.
2. Proficiency requires employees to be proficient in all aspects of their work and be as perfect as possible. Employees should be familiar with their own business work and various systems, and improve their service skills and skills. A journey of a thousand miles begins with a single step. If you want to be proficient in business, have a good training class, constantly sum up experience in actual operation, learn from each other's strong points, and be proficient in service, so as to improve the service quality and work efficiency of KTV.
3. Be ready to serve the guests at any time. In other words, it is not enough to have a sense of service, but also to be prepared in advance. Preparation includes mental preparation and behavior preparation, because preparation is done in advance. For example, before the guests arrive, all the preparations are done, and they are in a state of being ready to serve the guests without worrying.
4. Being particular is to treat every guest as a god and not neglect the guests. Employees sometimes tend to ignore this link and even have negative service. This is caused by the superficial phenomenon that employees feel no style when they see that they are casually dressed and have low consumption. In real life, the richer people are, the more casual they are about dressing, which is their confidence; Clothes don't represent wealth at all. In this link, you must not judge a person by his appearance and ignore the subtle service. We should pay attention to and be kind to every guest and let them spend willingly. We should remember that the guests are our parents.
5. Exquisiteness is mainly manifested in observing guests' psychology, predicting guests' needs and providing services in time. Even before the guests ask, we can do it for them to make them feel more cordial. This is what we call higher consciousness.
6. The key to creating a warm atmosphere for the guests lies in emphasizing the environmental layout and friendly attitude before the service. Master the guests' hobbies and characteristics, create a feeling of home for the guests, and make the guests feel that staying in the hotel is like returning home. 7. Sincere hospitality is the virtue of the Chinese nation. When guests leave, employees should sincerely invite them to come again through appropriate language. Make a deep impression on the guests. The present competition is the competition of service and quality, especially the hotel industry. The importance of service is self-evident. We use all kinds of high-quality services to form our own service advantages, in order to create higher customer satisfaction in the fierce market competition and make the hotel invincible! Every profession needs to talk about team spirit, and so does Happy Di. When business is busy, colleagues can understand each other and share the troubles encountered by Qi Xin. Usually, there are tricky customers. If one person is in trouble, other colleagues will go up to mediate disputes in time, so the situation will not be bad. Everyone has a clear division of labor, is proactive, and truly achieves the effect of a hero and three helpers in action.
Usually, I will chat with my customers to find out their favorite songs and recommend new songs to satisfy them. This will increase the number of repeat customers, let customers recommend friends and improve their consumption rate. After that, I will also make some summaries to make my service more acceptable and liked by customers over time.
As a service person, I will encounter some setbacks and helplessness. Some people will think that a small logistics worker is insignificant, and some people will think that my career is low and disrespectful, but what I want to say is: All roads lead to Rome, I am happy to serve others, and I am happy to work here! I can be proud of this collective work. I think my career is like a watch. An hour hand that rotates on the surface can bring time and joy to everyone, while the tiny part that rotates inside is hard to see, but it is essential.
Of course, there is no end to learning, and what you have learned must be applied to your future work. I hope that leaders can make more efforts, colleagues can learn from each other, improve service efficiency in future work, and strive to become an excellent service staff, so that customers can feel extraordinary happiness in the world of Yindu Hotel.
extreme
Laughing and singing all the way, all the way hard to send away 20XX years, ushered in a hopeful 20 12 years. Looking back on my three months in the hotel, I feel fresh and happy, moved and grateful. Three months, although a short time, is rewarding for me. Every day, every experience and everyone I come into contact with here, I thank Li for giving me this rare learning opportunity and meticulous guidance, Manager Wang for his meticulous care, and all the members of the General Department for their cooperation in work and care in life. The specific work is summarized as follows:
I. Work aspects
These days, I learned about the hotel's policy, layout construction, division of departments, work distribution, personnel positioning and other natural conditions. The general department is an office function and an important department to contact leaders and employees. I am honored to be a member of this small group. Although it is trivial to collect meal tickets every day, it can reflect the rigorous and advanced management of our hotel. Quality inspection is an indispensable and important guarantee department for any enterprise. As a service industry, quality inspection is the top priority. Both the sanitary condition of the guest rooms and the gfd of the catering staff affect the business development of our hotel. I only knew from the beginning that I now have a pair of eyes that see everything. This is my progress, but also a great harvest. Blackboard newspaper is the window of our hotel's internal publicity. By publishing newspapers, I not only improved my writing level, but also enhanced my language expression ability. During the evaluation process, due to the trust of General Manager Li and the help of Manager Wang, I compiled two evaluation materials. I deeply felt the lack of my language listing skills and logical thinking. First-line service is the most rewarding place. Although hard and nervous, I learned the knowledge of tidying up the room, turning over the bed and how to put it in order to be beautiful. Understand the preferences of experts in the process of welcoming and seeing off, and feedback information in time in order to provide better service. On February 8, 65438, when the evaluation work was coming to an end, it happened that the supply and demand meeting of college students from three northeastern provinces was held in Harbin, which was the most important thing for our graduates. I've been ready for a long time, but the floor attendant is really busy. I was very moved to see them forget to eat and sleep and work overtime. Although I am a student, I am also a hotel employee, so I didn't attend the job fair. I'm not saying how great I am. But I was moved by such a United, dedicated and pragmatic group. Dedication is selfless, so warmth and passion are fiery, so they shine. This is the wealth and growth capital of the enterprise!
Second, learning experience.
As the business premises of institutions, international hotels have their unique advantages. From the management system to the scale of development, it has become a leader in the same industry. The overall quality of its staff is also influenced by the specific atmosphere of the university. Can be forward-looking, open up external markets and consider the personal interests of employees, and have the concept of knowing the overall situation and taking care of the overall situation. Although this is a new enterprise, it is also a dynamic and creative enterprise. Every day,
However, the development of things has two sides. As a new enterprise, under the impact of the wave of market competition, it will show its own weaknesses and contradictions. As long as we find a solution to the problem, we will become better if we go up a storey still higher. Competition is also the driving force of enterprise development. The key is to master the skills of competition, enhance the sense of innovation, dare to break the traditional concept, business philosophy and management innovation, and gradually move closer to the market-oriented and people-oriented management mechanism to shape a brand enterprise with unique characteristics.
How much enthusiasm, how much complacency, how much youth and frivolity, how much laughter and laughter have all ended in yesterday's diary, but next year will start from today, and new goals and challenges will be improved. In the new year, we should continue to work hard, report hard, study hard and sum up hard. Finally, I wish our hotel galloping in the clear sky and all managers.
Tisso
As an ordinary catering waiter working in a hotel, my job is very simple, that is, to take good care of the guests, and most people can do it well. I'm not smart, just do well in my post, and I know I'm not strong, so I've been thinking that only by making continuous efforts can I get better results.
This year, due to the influence of the national economic climate and the deepening of anti-corruption activities, the environment of the catering industry is quite severe. How to do a good job in management? Under the correct leadership of the hotel, the catering department fully implemented the hotel management contract scheme, focused on economic construction, strengthened management and persevered, which enabled the catering department to make steady progress and achieved good economic and social benefits in the case of sluggish catering industry and heavy contracting tasks. The main work of the Food and Beverage Department at the end of the year is summarized as follows:
I. Completion of various economic indicators:
The annual operating income is _ _ _ _ _ yuan. Increase (or decrease) by _ _ _ _ _ _ _ _ yuan compared with the previous year, with an increase rate of _ _%. The task yuan was actually completed in the whole year, exceeding the task yuan.
(year-end summary of food and beverage department)
Second, the existing problems:
1. Sometimes the product quality is not stable enough and the serving is slow.
2. The service quality in the lobby is not high enough.
3. The anti-theft work is still relatively poor, and there is a phenomenon of theft.
Third, next year's thoughts:
1. Improve product quality and create top ten signature dishes.
2. Do a good job in the management of Friendship * and Millennium Old Turtle Hot Pot City.
3. Strengthen standardized management and improve the overall management level and service quality of enterprises.
4. Open a restaurant chain.
Four, the main work completed this year:
(1) Pay attention to food hygiene and pay special attention to safety and fire prevention.
1. Attach importance to food hygiene, improve the post responsibility system for food hygiene, set up a health inspection team, define the health responsible persons of all departments, formulate a system of daily inspection, weekly evaluation and monthly summary, carry out a mobile red flag competition, reward the sub-departments with good hygiene, and punish the sub-departments with poor hygiene accordingly. Thanks to the efforts of all staff, no poisoning accidents caused by food deterioration were found throughout the year, and the hotel successfully passed the annual inspection and national inspection of 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 responsible persons for safety and fire prevention in 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 maintains 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 the food and beverage department and property safety. There was no fire accident this year.
(2) Implement the hotel management contract scheme, improve the incentive distribution system, and mobilize the enthusiasm of employees. This year, the Food and Beverage Department allocated 3.8 million yuan to the hotel, an increase of 600,000 yuan over last year's 3.2 million yuan, or 19%. In order to accomplish the task better, the leaders of the Food and Beverage Department have formulated an internal management plan and a benefit wage distribution plan. According to the differences of departments, posts, technologies, skills and labor intensity, the economic indicators are decomposed into various sub-departments, and the turnover, output, expenses and gross profit rate of each sub-department are verified, and the monthly accounting, over-commission and energy-saving rewards are made, which fully embodies the principle of linking tasks with benefit wages and enables them to give full play to their respective advantages and find ways. The per capita monthly income this year is _ _ _ _ yuan, an increase of _ _ _ yuan over the same period last year, with a growth rate of _ _%.
(3) 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. The team not only cooperates with each other, but also cooperates with each other, and implements a top-down management system, with the first level being responsible for the first level, and the management benefits are clearly rewarded and punished, which improves the overall quality of the 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 summary 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 was improved and the instructions of the superiors were implemented in time.
3. Establish a supervision system for product evaluation and supply. In order to limit the estimated varieties and coordinate the various departments to do a good job in product supply, we will check the estimated situation of product supply every morning, afternoon and evening, establish a special account book record for the varieties estimated in the local market, and at the same time go to the relevant departments for verification, and ask the management personnel to sign it to clarify the responsibilities. After the establishment of the system, the phenomenon of estimating five or six dishes in each city has become history, and now the product supply 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 there were problems, 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.
5. Improve the comprehensive reception capacity. This year, we will pay full attention to service standards and product quality, so that the reception capacity will be greatly improved. While receiving all kinds of club banquets, cocktail parties, wedding banquets, buffets and conference meals, we should also receive all kinds of banquets from senior leaders and major companies and hotels, such as presidents, heads of state, prime ministers and missions of many countries, leaders of central ministries and commissions, domestic governors, commanders, captains and mayors. On the evening of March 18, the reception unit of the city reserved seats for *** 165 banquets and wedding banquets, setting a record for the total number of seats reserved on the opening day; On the evening of September 29th, 75 wedding banquets were held, setting a record for the total number of pure wedding banquets in history. Because of the beautiful environment, reasonable price, delicious taste and first-class service, the guests are happy and satisfied.
(4) Develop business, develop income-increasing channels and expand operating income. In this year when the catering industry is depressed and business is difficult to do, the leaders of the catering department often conduct market research, do business analysis, constantly explore, boldly try again, make wise decisions and take their own business path. First, six business projects were opened throughout the year: buffet Chinese food, buffet hot pot, seafood at will, Friendship *, Millennium Turtle Hot Pot City, and restaurant chain stores (in preparation). Second, carry out joint venture activities, and the catering department cooperates with the housekeeping department, sauna center and teahouse to promote business; Guests can enjoy a 15% discount when spending with their accommodation card. The sauna center delivers meals and provides delicious tea for the teahouse. Three, eight promotional activities throughout the year, California bass each reward a profit of one yuan, VIP room free of minimum consumption, special dishes are good for eating, each 15 yuan. Quality service month activities, courtesy month activities, promotion and prize-winning activities, etc. Fourth, the sales department and the production department regularly launch new dishes and 18 items every month according to the needs of market consumption. More than 200 kinds of new dishes, such as Millennium old turtle soup, were introduced throughout the year, which expanded the business income by more than 6,543.8+0,000 yuan. Through a series of business activities, the hotel has improved its popularity and achieved good economic and social benefits.
(5) Carry out public relations for all employees and strive for more repeat customers. The leaders of the catering department regard public relations as an important job, and they often instill public relations awareness and knowledge in meetings and conferences. When the sales department is busy, enrich the floor to communicate with customers and order food, and solicit their valuable opinions in different forms. On holidays, call relatives and send gifts such as Mid-Autumn moon cakes, calendars and New Year cards. Through everyone's efforts, the overall public relations level of the catering department has improved this year, and the number of repeat customers has increased compared with previous years.
(6) According to the standards, improve the hardware supporting facilities, beautify the environment, stabilize tourists and improve the business atmosphere. The total investment of the added facilities in the whole year is more than 3 million yuan, 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 toilet in the corridor on the fifth floor, the opening of Friendship *, 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.
(7) 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' awareness of interests and ask employees to take action. At the same time, improve relevant systems, clarify responsibilities according to the * system, and strengthen control. Throughout the year, the regulations on expenses, the system of receiving and dispatching raw materials, the system of plugging loopholes, the system of rational use of raw materials, the system of receiving office supplies, the system of purchasing goods, the system of financial audit and inspection, and the system of cashier management 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 make it yourself. It took nearly two months to save more than 30 thousand yuan.
(8) 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.
1. Organize employees to participate in the '97 Yangcheng Excellent Chef and Waiter Technical Competition, and participate in the hotel track and field competition, calligraphy competition, skill competition, chess competition, table tennis competition, etc. Participate in hotel donation activities to help the poor, learn three-character classics and learn 50 sentences of English. In all competitions, we achieved good results, including winning six gold medals and three silver medals in the track and field meeting in the hotel.
2. Throughout the year, our department held 9 cultural activities such as skill knowledge contests, dancing and karaoke, including spring outing 1 time, study trip 13 times, 5 symposiums, 2 women's conferences, 6 home visits and 20 visits to patients. Through various activities, employees have formed a strong collective that loves hotels and works hard together. 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 of employees this year is about 5 people.
(9) Improve the employment system and training system, and improve the quality of employees.
1. Strict labor and employment system, catering department recruits new employees. Those who meet the requirements will be hired on the basis of merit, and those who do not meet the requirements will not be hired to ensure the recruitment quality. At the same time, superior leaders go deep into employees, tap talents, and constantly enrich the team. Through repeated inspections, six ministers and eight foremen were promoted throughout the year. Employees who violate hotel regulations should be given priority to education, and those who refuse to change after repeated education will be punished and dismissed. 1 1 employees will be punished throughout the year. Due to the strict 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. Secondly, a training team was set up, training plans were made again and again, and training was carried out in stages and in batches by combining theory with practice and taking the old with the new. 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, and more than 200 trainings including promotion manuals, service knowledge, skills, customer service standards, hotel management knowledge, product quality, promotion business knowledge, 50 English sentences, polite expressions, safety and health knowledge were carried out throughout the year.
I may not always be a waiter in the future, because men are ambitious in all aspects, and the future of being a catering waiter is not very clear. I can only continue to struggle alone and have my own sky.
For this goal, I will work hard. But what I have to do now is to do my job well, and I believe I will do better next year!