5 examples of year-end work summary of the catering department
Looking back and summarizing the work of this year, I have gained a lot. As a member of the catering department, I feel that I have a heavy responsibility. As a hotel, the most important thing is One of the departments, in fact, I think I will continue to make progress in such an environment. The following is a sample year-end work summary of the catering department that I recommend to everyone. Everyone is welcome to read.
Sample essay on year-end work summary of the catering department (Part 1)
Time flies, time flies, the pace of 20__ has arrived in a hurry, and in the blink of an eye, I have been working in the hotel catering department for one year In this year, I would like to thank the leaders for their cultivation and the comrades for their encouragement and support. According to the work arrangement of the catering department manager, I am mainly responsible for the daily operations of the department's restaurants, bars and management departments and the department's training. I will now summarize and report on the progress of this year's work.
As an internationally renowned brand hotel, the operation and management of the catering department are very mature and have high market visibility. After fifteen years of management experience accumulation and refinement, it has formed its own management style. Breakthroughs in service management and training are more difficult. After joining the company, based on the actual situation of the catering department, I proposed the management goal and slogan of "building an excellent service team", aiming to improve the overall service level and establish a good industry image. Since joining the company one year ago, I have mainly carried out the following work:
1. Focusing on improving service quality, strengthening the construction of service quality projects
The construction of catering service quality is a The huge system project is a comprehensive reflection of the strength of catering management. In 20__, the following work was carried out in the daily management and service quality construction of each operating department:
1. Write operating procedures to improve service quality. Based on the actual operation status of each department of the catering department, the "Banquet Service Operation Standards", "Qingyeting Service Operation Standards", "Western Restaurant Service Operation Standards", "Bar Service Operation Standards", and "Stewarding Department Service Operation Standards" were compiled wait. It has unified the service standards of various departments, established standards and basis for the training, inspection, supervision and assessment of each department, and standardized employee service operations. At the same time, according to the service requirements of the VIP room, the VIP room service reception process was compiled, which clarified the aspects of customer reception, language requirements, banquet service, wine sales, hygiene standards, item preparation, environmental layout, audio-visual effects, energy conservation, etc. Detailed regulations promote the service quality of VIP rooms.
2. Strengthen on-site supervision and strengthen movement management. On-site supervision and walking management are important forms of catering management. I insist on allocating management time according to the 28-20 principle during my shift (80% of the time is spent on the management site and 20% of the time is doing management summaries). And directly participate in on-site services, provide timely corrections and prompts for problems that occur on site, record typical problems, report them to the heads of various departments, analyze the root causes of problems, formulate training plans, and plug management loopholes.
3. Prepare an overall practical plan for the wedding banquet to improve the quality of wedding banquet service. The banquet service department is a brand project of the hotel. In order to further improve the quality of wedding banquet services, the "Overall Practical Plan for Wedding Banquet Services" was compiled to further standardize the operating procedures and service standards of wedding banquet services and highlight the atmosphere of the wedding scene. We also invited the Human Resources Department to conduct special training for the wedding emcee, making the emcee more unique and promoting the reputation in the wedding banquet market.
4. Regularly hold special service meetings to discuss existing problems in service. Good service quality is the core of catering competitiveness. In order to ensure service quality, improve service management level, and improve customer satisfaction, the last day of every month is designated as a service quality seminar day, attended by 4-5 level managers of each restaurant. , analyze the monthly service status of each restaurant, review service quality, share management experience, analyze typical cases, find the root cause of problems, and discuss management methods. At the seminar, each restaurant learned from each other, and the participants actively participated, expressed their opinions, dared to face problems, and dared to take responsibility, thus avoiding the same service quality problems from recurring in the management process.
This form of discussion provides a platform for restaurant managers to communicate and exchange management experience, and plays a positive role in ensuring and improving service quality.
5. Establish a restaurant case collection system to reduce the chance of customer complaints. This year, the Catering Department implemented a catering case collection system in each restaurant to collect complaints from customers in each restaurant about service quality, product quality, etc., as an important basis for improving management and evaluating the management level of managers in each department. Each restaurant manager will review the collected cases Analyze and summarize, come up with solutions to problems, make management more targeted and reduce the chance of customer complaints.
2. Organize the first service skills competition to demonstrate the service skills of the catering department
In order to cooperate with the hotel’s 15th anniversary celebration, the catering department organized various restaurants to hold the first catering service skills and catering knowledge in August Competition, I wrote a practical competition plan. After more than a month of preparation and preliminaries, with the strong support of the Human Resources Department and the Administration Department, it achieved success and was affirmed by the superior leadership. It fully demonstrated the catering department’s skilled service skills and Excellent basic skills enhance team cohesion, boost employee morale, and achieve the expected goals.
Of course, there are still many places that need to be summarized and improved. The purpose of the summary is to comment on the work of the past year, to seek perfection in excellence, to find the roots of defects, and to eradicate them, even It is uprooted. Our catering department does not allow any defective root knots. Then sum up experience at work and lay a solid foundation for the new year's work. The above is my personal report on the year-end work summary. Please comment. Example of year-end work summary of the catering department (Part 2)
The extraordinary year of 20__ is the fourth year since the establishment of __ hotel. All employees of our catering department studied hard around the overall work of the hotel's sustainable development. Work actively and fully perform responsibilities. Highlight the key points of work and work together to complete various tasks assigned by superiors. The summary of the year is now reported as follows:
1. Be a good assistant, try your best to assist the hotel leaders to control the overall work, and issue instructions to the hotel Documents must be carefully implemented so that the spirit of the superiors' instructions can be implemented into practice, and the advantages can be used to improve work efficiency. Actively participate in hotel management, handle interpersonal relationships with functional departments, establish a good external image of the catering department, and lay a good foundation for floor work.
2. On-site management of the floor:
1. The politeness and etiquette of the waiters must be checked before work. Those who fail will be required to be sorted out before being put on duty. Repeated practice will be held every day. The service staff in the stands in the floor area are required to respond to every call and are required to apply politeness and etiquette to every detail of their work. Employees learn from each other, supervise each other and make progress together. Employees develop a good habit and attitude. Managers at all levels in the catering department should do a good job in reception before meals to reduce the waiting time of guests. At the same time, they should do a good job in explanations, pay attention to the seats in the boxes and tables, and ensure that they are done correctly and conscientiously. Explain the work and be busy but not chaotic.
2. Strictly identify positions and improve service awareness, improve service efficiency, and rationally allocate service personnel during the peak dining period, with the foreman or director as the center, to support busy or unavailable customers at any time In each area, other personnel are responsible for their own responsibilities, clarify their respective work responsibilities, and make reasonable allocations to improve service efficiency.
3. The management of items on the catering department floor, from large items to small items, is scheduled for inventory at the end of each month. Whether it is damaged by guests or natural damage, it must be done in a systematic and orderly manner. According to the records, there are people to execute, people to supervise, and people to follow orders. Report losses and replenish positions in a timely manner.
4. For floor sanitation management, cleaning staff in public areas are required to clean immediately when they see foreign objects or dirt. The floor in the area is dust-free and free of water stains. Sanitary utensils are placed neatly and without tilt. The sanitation system of each box is in place. Sanitation is carried out every day and a comprehensive cleaning is carried out once a week. Sanitary supervision requirements are strictly implemented, disinfection registration is done, and large tableware is washed, rinsed and rinsed once a week. Clear requirements. Regularly disinfect and bleach small tableware.
5. Establish a restaurant case collection system to reduce the frequency of customer complaints and collect customer complaints about service quality as an important basis for improving daily management and service. Analyze and summarize the collected cases. Make daily services more targeted and reduce customer complaint rate.
6. Daily management of employees. Every new employee becomes an important part of the catering department when they enter the store. Whether they can integrate into the team as soon as possible and adjust their transition mentality is based on the characteristics of the new employees and their entry status. Carry out special training and adjust your mentality. Understanding the characteristics of the industry enables new employees to be fully mentally prepared. Ease the change and adaptation of roles and accelerate the pace of integration into the catering team.
7. Focus on employee training and strengthen training based on actual work conditions. The purpose is to improve work efficiency and strengthen quality services. Always pay attention to the mentality of employees and require them to maintain good working conditions when the catering is not busy. Next, formulate training plans, organize employee training, and conduct practical operations from courtesy and etiquette work processes to service standards. Provide one-on-one, step-by-step guidance to individual employees with poor performance, and provide regular training and inspections to various departments on the floor: the food delivery department, reception department, and cleaning department to understand their recent work conditions and identify and solve problems.
Due to the serious shortage of waiters this year, our floor, under the direct leadership of the Deputy General Office, completed the service work for the summer No. 1 Scholar Banquet, mobilized the reserve forces of each floor to support floor work, A tough battle has been fought for the arrival of the Spring Festival.
3. Shortcomings in the work
1. There is not enough detail in the work process, sometimes there are some unreasonable arrangements, the priorities are not clear, and there is a lack of communication between departments. The existence of the problem is always discovered after something happens.
2. There is little training among the floor management directors and foremen, and they are still old management models. We should organize and learn some current advanced management, hotel management courses, and visit more to understand outside hotel management. model, which can bring the hotel's management work to a higher level.
4. The current situation of the hotel and the problems that need to be solved
1. In normal reception work, there are only scattered customers, and the hotel’s customer base is not properly utilized. , the business policy should be clarified, the business strategy should be adjusted, and some external customers should be attracted.
2. There is a serious lack of waiters. In the case of a serious shortage of waiters in the big climate, the hotel's advantages should be brought into play. High wages, good benefits, strong family affection and cohesion, so that the applicants feel ____ A standardized and standardized hotel.
3. Strengthen training based on actual work conditions, improve work efficiency, improve better service quality, and strengthen standardized management so that employees can have a new understanding of daily services.
Although various tasks over the past year have achieved certain results, there is still a certain gap with the hotel's requirements. There are some problems that cannot be ignored. The self-establishment has not been established and needs to be further strengthened. Forming a consensus on service awareness has laid a new and solid foundation for future work, making the hotel more prosperous and developed. Sample essay on year-end work summary of the catering department (Part 3)
The current catering industry environment is quite severe. How to operate well? Under the correct leadership of the hotel, the catering department will fully implement the hotel operation contracting plan, focusing on economic construction. , strengthen management, and be consistent from top to bottom, so that the catering department can make steady progress and achieve better economic and social benefits despite the sluggish catering industry and heavy contracting tasks. The main work is summarized as follows:
1. Completion of various economic indicators
The annual operating income was __ yuan, an increase of __ yuan compared with last year's __ yuan, a growth rate of __, and an operating cost of __ yuan, compared with __ yuan last year. __ yuan in the same period last year, an increase of __ yuan, an increase rate of __, a comprehensive gross profit margin of __, compared with last year's __, the actual completion of the task for the whole year was __ yuan, and the overfulfillment was __ yuan.
2. Implement the hotel operation contracting plan, improve the incentive distribution system, and mobilize the enthusiasm of employees
In order to better complete the task, the leaders of the catering department formulated an internal operation plan and efficiency wage distribution The plan breaks down the economic indicators into various sub-departments according to differences in departments, positions, technologies, skills, labor intensity, etc., and determines the turnover, output, expenses, and gross profit margins of each sub-department, and calculates them monthly, and any excess Commissions and energy-saving bonuses fully reflect the principle of linking tasks with performance wages, allowing them to give full play to their respective advantages, find ways to do a good job in business, and mobilize the initiative of employees.
3. Do a good job in standardized management
1. Improve the management structure. The quality management team composed of leaders of the catering department and sub-department managers has fully played its role throughout the year. The team has divided labor , and collaboration, from top to bottom, implement the management system at all levels, one level is responsible for the other, and implement rewards and penalties for management efficiency, which improves the overall quality of leadership and makes management work go more smoothly.
2. Improve the meeting system of the catering department. Meetings include year-end summary meetings, quarterly summary meetings, monthly business analysis meetings, weekly meetings, daily review meetings, before and after work meetings, financial supervision and inspection meetings, health and safety inspection reporting meetings, etc. Due to the improvement of the system, the quality of meetings has improved Improved, superior instructions are implemented in a timely manner.
3. Establish a product evaluation and supply supervision system. In order to minimize the reduction of the estimated varieties, coordinate the various sub-departments to do a good job in product supply, check the product supply assessment situation every morning, afternoon and evening, set up a special book record of the varieties that have been assessed in the market, and go to the relevant sub-departments for verification at the same time Verify and ask for managers' signatures to clarify responsibilities. After the establishment of the system, the phenomenon of five or six dishes per city has become a thing of the past, and now the product supply situation has normalized.
4. Strengthen coordination relationships. The hotel has a detailed division of labor and many links. The completion of a job depends on the coordination and cooperation between various departments. It is repeatedly emphasized at the weekly meetings that when problems arise, departments must not blame each other or shirk each other, but must dare to admit mistakes and discover more. Taking advantage of each other's strengths and improving coordination, this year has greatly reduced some of the disjointed and uncoordinated phenomena that existed in the past.
4. Expand operations, develop income-increasing channels, and expand operating income
This year, when the catering industry is in recession and business is difficult to do, the leaders of the catering department often conduct market surveys and conduct business operations Analyze, constantly explore, boldly try, make wise decisions, and follow your own business path.
1. Six business projects will be opened throughout the year: buffet Chinese food, buffet hot pot, all-you-can-eat seafood, Friendship Nightclub, Thousand-year-old Turtle Hot Pot City, and restaurant chain stores (under preparation).
2. Carry out joint venture activities. The catering department, the guest room department, the sauna center, and the tea house cooperate with each other to jointly promote business; if guests use their accommodation card to make purchases, they can enjoy a 15% discount and the sauna center will Catering business, providing fragrant tea and delicious snacks to tea houses.
3. Promotions will be carried out eight times throughout the year, offering discounts of one yuan per piece of California sea bass, no minimum consumption for VIP rooms, and special discounts on Yishijia dishes, each priced at 15 yuan. Quality service month activities, civility and politeness month activities, promotion and prize-winning activities, etc.
With the new year and a new starting point, we hope to push the catering management work to a new level in the coming year and make the management more perfect, more reasonable and more scientific.
Summarizing the past and looking forward to the future, at the beginning of the new calendar, I will continue to carry forward my strengths, correct my shortcomings, further improve my management level, and work hard to build a learning-oriented and excellent catering service team! Sample essay on year-end work summary of the catering department (Part 4)
Dear leaders:
Hello everyone!
My name is __, and in __ month the hotel obtained With the double harvest of economic and social benefits, the catering department's income also exceeded the 10 million yuan mark. As a member of the hotel, I feel extremely proud and excited. The reason why I can achieve such good results is that I think it is indispensable. The correct leadership of the group company cannot be separated from the care of Mr. Tian of the hotel and the strong support of the brother departments, as well as the love and help from all walks of life!
Looking back on my work in January, I think there are the following points and I would like to report them to all the leaders:
1. "Go out, please come here" and actively learn new dishes from brother hotels. In March, under the leadership of Mr. Tian, ??we went to several distinctive hotels in Puyang, Anyang, Xinxiang, Linzhou, Pingdingshan and other provinces to learn catering management experience; in July, we participated in the first national catering industry event organized by the China Cuisine Association The Wanlixing food research and inspection group went to Shijiazhuang, Jinan, Qingdao, Wuhan, Changsha, Nanjing, Guangzhou, Shenzhen and other places for study and inspection; in October, Mr. Hetian went to Kunming, Shanghai, and Nanjing to learn cuisine, and in November we went to Changzhou and Zhenjiang , Nanjing to study. More than 60 new vegetable varieties were introduced throughout the month, and more than 20 were successful. It is precisely because of our continuous learning, broadening our horizons, and increasing our knowledge that the hotel's catering has always been the leader in Dengfeng's industry!
2. Organize food festivals to expand the hotel's influence. In April, we grandly launched the "Brazilian BBQ Food Festival" and hired authentic Brazilian famous chefs to come to the hotel for guidance, which achieved good results. In October, we held the "Authentic Yangcheng Lake Hairy Crab Food Festival", which was also well received by guests.
3. Combine rewards and punishments to strengthen internal management. We organize internal chefs to hold dish innovation competitions every month. After the initial evaluation by hotel leaders, we invite guests from the public to comment. If we think the dishes are good and suitable for the taste of Dengfeng people, we will start to promote them. After one to two months, guests will If the dishes are really good, we will reward the chefs, and punish or transfer the chefs who have not launched new products for two consecutive months. This system has been implemented for one month. It has not only shortened the distance with customers, but also opened channels for dish quality supervision and feedback, stabilized some consumer sources, and stimulated employees' enthusiasm to actively develop new dishes. At the same time, , and also created better benefits for the hotel.
4. Pay close attention to cost control, and the effect of saving expenditure and reducing consumption is remarkable. My kitchen has deeply explored its potential in terms of saving money and reducing consumption: First, the diesel used in the kitchen was replaced by natural gas. This alone saved nearly 10,000 yuan per month, and the fuel cost was saved by 10% in the whole month. More than 10,000 yuan; secondly, the gross profits of the menus in the private rooms and halls, the private menus, and the set menus were all calculated and adjusted, and the prices of some dishes with high costs, good feedback, and large sales were adjusted to supplement customer feedback. Good, low-cost dishes have created a win-win situation for customers and hotels; third, the department has increased its efforts to investigate and track the prices of raw materials. In January, *** conducted more than 60 raw material market surveys, covering more than 200 varieties. . Through the implementation of the above measures, the department's comprehensive cost rate has been controlled at 46.76 in January while raw material prices continued to rise.
5. From time to time, we go to surrounding counties and cities to purchase raw materials used in local specialty dishes, and specially arrange chefs to inspect raw material markets such as Luoyang, Zhengzhou, Luanchuan, and Yuzhou, and purchase some of the raw materials. For raw materials that are not available in the Dengfeng market, we have reached a long-term supply agreement with local suppliers, increasing the procurement channels for catering raw materials and ensuring the quality of raw materials.
Although my work has achieved certain results in the past month, there are still many problems and weak links, which are still far from the expectations of the company and the hotel. The main manifestations are:
First, there are not many tricks to generate business income, and the ideas are not new enough;
Second, the effect is not obvious in terms of stabilizing the quality of dishes and highlighting product features;
Third It is because there is insufficient determination and intensity in management, and there is a certain gap.
Directions for future work:
1. Consolidate achievements, tap business potential, and improve income-generating capabilities;
2. Further introduce some famous snacks and popular local foods Snacks; Example of year-end work summary of the catering department (Part 5)
The tense and busy 20__ is about to pass. In the various business operations in 20__, we are carefully summarizing the operating conditions of the catering department. At the same time, combined with the characteristics and pressure of the current hotel industry catering market environment, timely adjustments to business ideas are carried out in terms of management methods, market development, marketing strategies and employee training, and actively carry out various business management tasks while ensuring the overall catering revenue. At the same time, we strive to control various costs and expenses.
The main work content and business focus of the catering department in 20__ are summarized and analyzed as follows, so that we can strive to improve our overall business level in future work, better carry out customer service, and ensure catering Operating income by region.
(1) The work summary is as follows:
1. Operating income
The operating income in 20__ is ____X yuan, the target task is ______X yuan, and the target is ______ The task difference is ______ _____
The banquet operating income in 20__ is ______ yuan (including banquet operating income ______ yuan, conference operating income ______ yuan) accounting for the department’s total operating income ______, and the reception banquet *** total_ ___ occasions total ____
In 20__, the operating income from private rooms is ____ , the occupancy rate of the box is ____, and the per capita consumption of the box is ____ yuan.
In 20__, the operating income of the western restaurant was ____X yuan, accounting for ____ of the department’s total turnover. The operating income of the western restaurant was ____X yuan, breakfast income was ____X yuan, and other food and beverage income was ____X Yuan.
2. The main work completed this year:
(1) Adjust and merge positions, control human resource costs, and improve work efficiency 1. At the beginning of the year, the catering department had __ people in its original establishment The staff will be streamlined to __ people by the end of the year, and the waiter staff will be reduced by __ people. The work of waiters and dishwashers will be merged into the logistics department, and the staff will be reduced by __ people. The arduous task of merging positions will make every hotel leader My hands were sweating. In the end, with the strong cooperation of various branches of the department, we carefully studied, adjusted the division of labor, and twisted into a rope. Finally, the hard work paid off and the merger was completed within the time specified by the hotel leaders.
2. During banquets and meetings, the work of turning and setting up tables was very hard. The waiters adjusted the tables and chairs between various conference rooms and warehouses. We shed sweat and tears. , no matter how difficult and hard it is, we complete it seriously. Only with such a group of employees who focus on the overall situation and regardless of personal hard work can we successfully complete various reception tasks.
(2) Seek development amidst difficulties and seek profits amidst stability.
1. As the saying goes: The camp cards are made of iron, and the soldiers are flowing water. As for the catering department, the staff turnover is very fast, the staff turnover is very high, and there are many new managers in the department, which leads to a shortage of work, which affects the service quality to a certain extent. This also increases the management difficulty of the catering department. Therefore, when new and old employees are replaced, the department formulates a new training plan and conducts targeted training. In daily work, managers visit the service site in person and teach by their own example. Use strict standardized operating service procedures to test their service awareness and flexibility, enable employees to consciously increase organizational discipline and collective sense of honor, strengthen their sense of mission and ownership, standardize service operating procedures, improve service quality, and create A strong team! Enables restaurant operations to run properly.
2. From passive to proactive, actively market to promote revenue. Every day, reservation desk staff take the initiative to contact guests in a timely manner based on customer information and guest consumption information. Floor managers are learning about guests’ meals
While feeling the experience, the product information is also timely fed back to the head chef, allowing the restaurant and kitchen to realize the sharing of resources, ensuring smooth feedback of guests' dining information, and effectively improving the quality of customer service and dish quality to a certain extent. And regularly summarize meal reservation information, and do a good job in collecting and organizing customer information.
(3) Pay attention to the details to fully reflect the meticulous service, and the "true feelings" are reflected in the details. Focus on "setting standards and grasping norms" to comprehensively improve the quality of catering services and let employees firmly establish a sense of quality service. , let every guest feel the hotel's standardized, personalized, nuanced, and humane service levels like family members and friends, and truly realize the service requirements of feeling at home. Employees are required to be considerate of guests and provide guests with warm, thoughtful, timely and comfortable services to make guests feel at home. Highlight personalized service, strive for innovation in service, pay attention to employees' emotional investment, guide employees to serve customers with heart and emotion, and truly follow the principle of "customer-focused" in our work, our approach is:
1. The department emphasizes emotional investment in customer service. We advocate "treating guests as friends, relatives, and distinguished guests from afar" to make guests' lives in the hotel feel warmer than at home. Building closer relationships at work and making customers become our repeat customers depends on a few actions in service, a few caring words, and treating customers as friends and relatives, and they will also receive true love from customers in return.
2. Highlight the service principle of "thinking about what the guests want and worrying about what the guests want". In every detail of the service process, the interests of the guests should be fully taken into consideration, and the greatest convenience should be provided to the guests at all times. The only purpose is to satisfy the guests.
(4) Launch of service measures to promote the improvement of service quality (1) Collect customer opinions and improve customer history files
1. Re-modify the "Customer Comment Form", Improve the collection of relevant information (such as banquet guests, banquet objects, guests of honor, food opinions, service opinions, preferences, taboos), etc. The restaurant supervisor will issue the reserved customer opinion form to each meal Waiter: The waiter will promptly solicit opinions from the guests after their meal, and ask the guests to evaluate the hotel's dining environment, food taste, service quality, etc., and promptly pass the information to the department managers, who will supervise the relevant positions to make rectifications. , carefully summarize the complaints that arise in the service, analyze the reasons to avoid the same problem from happening again, collect and summarize personalized services, call on all employees to learn and praise them, and analyze the touching cases and customer complaints that emerged in the activities, etc. Summarize experience, identify shortcomings, and strive for improvement, which provides valuable and real positive and negative teaching materials for improving overall service quality.
2. The managers analyze the customer opinions collected by the waiters every day, and promptly feedback the relevant dish opinions to the kitchen. The supervisor enters the relevant information of the customer opinions into the computer to improve the customer history file.
3. The supervisor will analyze the daily reservation situation and convey the guest history file information of the reserved box to the waiter of the box, so that the waiter can understand and provide convenience for the service.
(2) The western restaurant purchased a batch of elegant cups, and made exquisite cards with the names of regular customers and VIP guests hanging on the elegant cups to make the cups exclusive and let the guests feel the nobility. services.
(3) Conference services:
1. Set up a "service desk" in each conference room and prepare relevant stationery for guests to use (such as ordering books) machines, computers, sticky notes, glue, paper clips, etc.)
2. Diversify the tea provided in the conference room (such as chrysanthemum tea, black tea, green tea, etc.) and provide guests with choices when booking the conference venue. .