Summary of catering work-Since August, 2065438+0x, the global economic crisis has caused heavy losses to China's economy, and steel, architecture, building materials and catering services have suffered losses to varying degrees. As a third-rate city, Xingtai also deeply felt the cold of the economic crisis. It has deeply affected 500,000 villagers in Niucheng. The whole catering and entertainment industry in Xingtai has experienced an unprecedented winter season. In the past 20 1X years, we have experienced unprecedented influenza A, schools have been closed, social organizations and government agencies have banned parties, and a series of regulations have also affected the development of catering and entertainment industry in Xingtai City to a certain extent. Of course, our Persian Cat Company is no exception. In the face of many unfavorable factors of this economic crisis, we Persian cats are not overwhelmed by difficulties, but face them directly. Find problems, find shortcomings, find ways to make ideas, forge ahead, and boldly reform!
Only face up to the problem, dig deep into the problem, analyze the problem and solve it. Persian cat company can continue to develop scientifically and improve its internal quality.
Our Persian cat company has a good reputation and brand in Xingtai people's hearts and has had a glorious past. However, with the increase of entertainment and catering companies in Niucheng in recent years, due to the slightly lagging hardware facilities, the performance declined last year. Persian Cat Company invested heavily in the company on 20 1X, and upgraded the company's hardware facilities and environment. This adjustment has laid a solid foundation for the company to recast.
At the same time, with the expansion of the company's business scale and the adjustment of its strategy, the company has strengthened the construction of software such as team culture, and ideological work is the lifeline of all work. Only by constantly strengthening the study of employees' ideological and moral values, constantly strengthening the promotion of employees' quality and the guidance of employees' personal growth can the enterprise tree be evergreen. Therefore, Persian Cat Company cooperated with Zhixing education and training institutions, and introduced professional training institutions into our team, making them a part of our team, which effectively improved the gap and shortcomings of our Persian Cat Company in this respect. Training is the best welfare for employees. We summed up the advantages and disadvantages of previous training institutions and adopted the idea of integrating knowledge with practice as an education and training institution. Zhixing education institutions are rooted in enterprises, adopt follow-up, repetitive, circular and experiential education and training modes, and rely on the advantages of localization, low cost and strong practical ability to improve the overall quality of employees. After nearly a year of pleasant cooperation, Persian Cat has made remarkable achievements in corporate culture construction, and the quality construction of employees has also been improved.
In the year of 20 1X, Zhixing Education conducted systematic professional training for middle-level and front-line employees of Persian cats, as follows:
First of all, in the communication training with the middle level, we talked about the following contents: Are we Persian cats ready in today's external environment? According to our position, advantages and disadvantages, correctly understand our Persian cat; Our Persian cat is a long-term development enterprise, so how to establish our vision and mission? How to establish a complete process and standard system for evergreen enterprises? As a middle level, how do we define our role? How can we consider studying in a qualified middle school? How to innovate and deal with details? How to grasp your own mentality? How to realize your responsibilities as a middle-level leader? What are the top ten management skills of middle managers? How do our middle-level leaders deal with interpersonal relationships, communicate effectively and manage time effectively in their daily work and life? How to improve the executive power of our middle-level leaders? Lectures and exchanges on the following contents.
Through the study and discussion of the above problems, middle-level leaders understand the qualities that a middle-level leader should have, and how to better manage the team and achieve the performance goals of the team. I know how to create value for our Persian cats more succinctly and quickly. Middle-level leaders are the core competitiveness of our company. Only by constantly strengthening the ten abilities of middle-level leadership, innovation, digital discrimination, communication, team awareness, loyalty and organization can we build an invincible and invincible strong team.
Second, communication with front-line employees. Educational institutions in Zhihu have had repeated, circular and experiential communication with employees. Let employees know how to be grateful, loyal and dedicated, and serve the team wholeheartedly; Let employees set goals in happiness, have a good attitude at work, master time management in efficiency and have good communication in actual combat!
A person's habits will not change in a class or a day's training, but can be gradually changed through repeated persistence, exchange and learning and active participation over a period of time. We should, like soldiers who are eager to whip their horses, step by step, and gradually make employees become a kind of moral consciousness by explaining and learning courses such as mentality, goals, vision, mission and values. Sense of responsibility; Gratitude consciousness; Loyalty consciousness, win-win consciousness; Team awareness and other qualified employees. Moreover, we have specially developed a large number of high-quality courses such as marketing, etiquette, enterprise management and traditional culture for the needs of Persian cats, so as to better prepare for the improvement of the quality of our Persian cat employees.
Only by strengthening ideological work for a long time can a company or team maintain its core competitiveness in business competition and make the enterprise invincible. Ideological work is intangible, not immediate, but a long-term process. And people are the core of the enterprise. Only by putting people first and truly caring about the growth of employees can the enterprise develop continuously and win the hearts of the people. Therefore, in the coming 20 1X year, Zhixing education institution redesigned the course content according to the characteristics of Persian cats, aiming at making employees serve the company better and faster. In the course of our cooperation in the past year, there may still be some shortcomings that need to be improved. We will continue to improve our system and content sincerely and communicate with each other to better serve our Persian cat company.
We firmly believe that Persian cats will be able to make further progress! ! !
Summary of catering work The calendar of 2002 has been turned over, and now a brand-new year has come. Looking back on the work experience in the past year, the restaurant's business adjustment to the stable operation now stems from 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 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.
Five, * * year work plan
* * 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.
We will optimize the overall planning scheme of the wedding banquet, further enhance and highlight the style of the host, add more popular elements (adjust the background music) to the wedding ceremony, 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 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.
* * According to the quality inspection standard of xxx, conduct comprehensive supervision and inspection on hygiene, engineering conditions, equipment and facilities maintenance, safety management, service quality, employee etiquette, food delivery service, labeling specifications, etc. In all departments of the food and beverage department, the inspection results are published regularly every month, and the unqualified departments and posts are punished accordingly, forming a good operating mechanism of "quality inspection every day and monthly assessment 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.
Products are the core of catering management. In * * year, 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.
* * In 2008, 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 take an active part in the assessment of catering service skills, the professional qualification certification of bartenders and the study 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, make a good reserve of excellent management talents for hotel star-rating promotion, and build the catering department into a.
7. Optimize training courses and improve management level.
* * The main course design idea of departmental training is to adjust and optimize some courses of * * 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 annual work depends entirely on the careful guidance and care of the leaders, the help of the Human Resources Department and the Administration Department, and the strong support of all departments of the Food and Beverage 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!