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. Let me share my catering experience with you, and welcome your reference.
Working experience in catering 1
How time flies! In a blink of an eye, I have worked in the catering department of __x Hotel for one year. According to the work arrangement of the catering manager, I am mainly responsible for the daily operation of restaurants, bars and stewards in this department and the training of this department. Now I will make a summary report on this year's work and briefly outline my work plan for _ _.
As an internationally renowned brand hotel, the operation and management of the catering department are very mature and have a high market reputation. After years of management experience, I have formed my own management style, and it is difficult to make a breakthrough in service management and training. After joining the job, according to the actual situation of the food and beverage department, I propose? Build an excellent service team? Management objectives and slogans are aimed at improving the overall service level and establishing a good industry image. Since I joined the company for one year, I have mainly carried out the following work:
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 _ _ _, the operating departments carried out the following work in daily management and service quality construction:
1, write operation procedures to improve service quality.
According to the actual operation situation of various departments in the catering department, the operating specifications of banquet service, night hall service, western restaurant service, bar service and steward service are compiled. Unify the service standards of all departments, establish the standards and basis for training, inspection, supervision and assessment of all departments, and standardize the service operation of employees. At the same time, according to the service requirements of the VIP room, the service reception process of the VIP room is compiled, and clear and detailed regulations are made from the aspects of customer reception, language requirements, dinner service, wine promotion, hygiene standards, article preparation, environmental layout, audio-visual effect, energy saving and so on, which promotes the service quality of the VIP room.
2. Strengthen the supervision and management of walking site.
On-site supervision and mobile management are important forms of catering management. During my duty, I insisted on allocating management time according to the "February 28th" principle (80% of the time was spent on managing the site and 20% was spent on making management summary). I directly participated in the on-site service, promptly corrected and prompted the problems that appeared on the site, recorded typical problems, and reported them to the heads of various departments, analyzed the root causes of the problems, made training plans and blocked management loopholes.
3. Prepare the overall practical plan of the wedding banquet to improve the service quality of the wedding banquet.
Banquet service department is a brand project of the hotel. In order to further improve the quality of wedding service, the overall practical plan of wedding service was compiled, which further standardized the operation process and service standards of wedding service, highlighted the atmosphere of the wedding scene, and invited the human resources department to conduct special training for wedding emcees, making them more distinctive and enhancing the reputation of the wedding market.
4. Convene special service meetings regularly to discuss the problems existing in the service.
Good service quality is the core of catering competitiveness. In order to ensure the service quality, improve the service management level and improve customer satisfaction, the last day of each month is designated as the service quality seminar day, which is attended by the 4-5 level managers of each restaurant to analyze the service status of each restaurant in that month, review the service quality, share management experience, analyze typical cases, find out the root causes of problems and explore management methods. At the seminar, restaurants learn from each other, and participants actively participate and express their opinions, dare to face problems and take responsibility, thus avoiding the recurrence of the same service quality problems in the management process. This discussion form provides a platform for restaurant managers to exchange management experience and plays a positive role in ensuring and improving service quality.
5. Establish a restaurant case collection system to reduce the probability of customer complaints.
This year, the Food and Beverage Department implemented a food and beverage case collection system in restaurants to collect complaints from restaurant customers about service quality and product quality as an important basis for improving management and evaluating the management level of department managers. Restaurant managers analyze and summarize the collected cases and put forward solutions to the problems, so as to make management more targeted and reduce the probability of customer complaints.
Second, organize the first service skill competition to show the service skills of the catering department.
To tie in with the 0/5th anniversary celebration of the hotel/KLOC-,the Food and Beverage Department organized restaurants to hold the first competition on catering service skills and catering knowledge in August, and worked out a practical scheme for the competition. After more than a month's preparation and preliminary competition, with the strong support of the Human Resources Department and the Administration Department, it was a success, which was affirmed by the superior leaders, fully demonstrated the catering department's skilled service skills and excellent basic skills, enhanced the cohesion of the team, inspired the morale of employees and achieved the expected purpose.
Catering work experience II
Looking back on the past 20 years, I have many wonderful memories in my mind. I have made great progress under the company's attention and training.
As a store manager, I feel a great responsibility. This half-year experience in store management has made me understand a truth: for a foreign fast food restaurant with good economic benefits, there must be a professional manager; Second, we should have good professional knowledge as the backing; The third is to have a good management system. Observe attentively and communicate with customers attentively, and you can do it well.
The specific summary is as follows:
1, conscientiously implement the company's business policy, and at the same time convey the company's business strategy to every employee correctly and timely, which has played a very good role in connecting the preceding with the following.
2. Do a good job in the ideological work of employees, unite the employees in the store, fully mobilize and give play to the enthusiasm of employees, understand the advantages of each employee, give play to their strengths, and do what they can. Strengthen the cohesion of the shopping mall and make it a United collective.
3, through various channels to understand peer information, understand the consumer psychology of customers, so as to know ourselves and ourselves, make our work more targeted, so as to avoid unnecessary losses.
4. Set an example and be a handsome employee. Constantly instill corporate culture in employees, educate employees to have a sense of the overall situation and do things from the overall interests of the company.
5. Attract customers with thoughtful and meticulous service. Give full play to the initiative and creativity of all employees, so that employees can change from passive to active? Let me do it? Think positively? I want to do it? . In order to create a good dining environment for customers and create more business performance for the company, lead employees to do their jobs in the following aspects. First of all, do a good job of cleaning every day to create a comfortable dining environment for customers; Secondly, actively serve customers and meet their needs as much as possible; We should constantly strengthen our sense of service and let our customers leave our store with sincere smiles and polite language.
6. Deal with the cooperation between management groups, work cooperation between superiors and subordinates, less complaints, more enthusiasm, look at problems in work objectively and solve them with a positive attitude.
Now, the management of the store is gradually becoming digital and scientific, and the improvement of management means puts forward new job requirements for the store manager. Skilled business will help us achieve various operational indicators. A new year has begun, and achievements can only represent the past. I will manage our agricultural college store with more exquisite and skilled business.
Faced with 20__ years of work, I feel a great responsibility. We should keep a clear head at any time and sort out our work ideas for next year, focusing on the following aspects:
1, strengthen daily management, especially the management of basic work;
2. Strengthen staff training internally, and comprehensively improve the overall quality of staff;
3, establish a high degree of loyalty to the company, love their jobs, the overall situation, all for the sake of the company, to contribute to the improvement of the overall economic benefits of the company.
4. Strengthen unity and cooperation with various departments and brother stores, create the best seamless working environment, get rid of discordant notes, give full play to employees' greatest work enthusiasm, and gradually become an excellent team.
Catering work experience 3
At present, the catering industry environment is quite severe. How to do a good job? Under the correct leadership of the hotel, the catering department fully implemented the hotel management contract scheme, focused on economic construction, and strengthened management, so that the catering department made steady progress and achieved good economic and social benefits in the case of sluggish catering industry and heavy contracting tasks. The main work is summarized as follows:
I. Completion of various economic indicators:
The annual operating income is _ _ _ _ _ yuan. _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _.
Second, the main work completed this year:
(A) the implementation of the hotel management contract scheme, improve the reward distribution system, mobilize the enthusiasm of employees. This year, the task of catering to hotels is 38___ _ yuan, which is 6 _ _ _ yuan more than last year's 32___ yuan, with an increase of 1 _ _ _ yuan. In order to accomplish the task better, the leaders of the food and beverage department have formulated an internal management plan and a benefit salary distribution plan, based on departments, posts, technology, skills and labor. Check the turnover, output, expenses and gross profit margin of each department, and implement monthly accounting, excess commission, energy saving and consumption reduction, and bonus, which fully embodies the principle of linking tasks with benefits and wages, so that they can give full play to their respective advantages, find ways to do their business well and mobilize the enthusiasm of employees. The per capita monthly income this year is _ _ _ yuan, an increase of _ _ _ yuan over the same period last year, with a growth rate of _ _%.
(2) Do a good job in standardized management. Strengthen coordination and improve comprehensive reception capacity.
1. Improve the management organization. The quality management team, which consists of the leaders of the catering department and the managers of all departments, gives full play to its role throughout the year. The team not only has division of labor and cooperation, but also implements a top-down management system. The first level is 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 predict the varieties to the maximum extent and coordinate with various departments to do a good job in product supply, we will check the forecast of product supply every morning, afternoon and evening, establish a special account book record for the varieties predicted in the local market, and at the same time go to the relevant departments for verification, and ask the management 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.
(3) 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 nightclub, Millennium turtle hot pot city and restaurant chain (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, a total of eight promotional activities were carried out throughout the year, and each California bass made a profit of one yuan, and the VIP room was exempted from the minimum consumption. It was a special dish specially designed for eating goods and making profits, and the price per serving was1_ _ _ _. Quality service month, courtesy month, promotion and prize-winning activities.
Fourth, the sales department and the production department regularly launch new dishes and 18 items every month according to the needs of market consumption. New dishes such as Millennium Old Turtle Soup were launched throughout the year ***20____, and the operating income was expanded by10 _ _ ten thousand yuan. Through a series of business activities, the hotel has improved its popularity and achieved good economic and social benefits.
(4) Public relations with all staff to win more repeat customers.
The leaders of the food and beverage department regard public relations as an important task and often instill public relations awareness and knowledge in meetings and conferences. Food and beverage department leaders often emphasize the importance of cost control and cost saving, enhance employees' welfare awareness and ask employees to take action. At the same time, improve relevant systems, clarify responsibilities, and strengthen control according to the system. 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.
(6) 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 and help the poor? Three-character classics? Activity, learn 50 English sentences. 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, the department held _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Through various activities, employees have formed a strong collective that loves hotels and works hard together. Employees have good ideology and morality, and they have _ _ _ deeds in changing money all the year round. The personnel are stable and the flow of personnel is small. The average monthly turnover this year is about _ _ _ _.
(seven) improve the labor employment system and training system, 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 investigations, the minister _ _ _ _ _ and the foreman _ _ _ _ have been promoted throughout the year. Give priority to educating employees who violate the hotel regulations, and punish and dismiss those who refuse to change after repeated education. Employees were fined 1 _ _ throughout the year. Due to the strictness of labor and employment, employees
2. Improve the training system. In order to make the training achieve the expected results, the leaders of the food and beverage department first make it clear that the training should have? Purpose? 、? Practical? 、? Time? The guiding ideology of. 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 should be conducted throughout the year? Sales brochure? 、? Service knowledge and skills? 、? Customer service specification? 、? Hotel management knowledge? 、? Product quality? 、? Promote business knowledge? 、? 50 sentences in English? 、? Polite language? 、? Safety and health knowledge? Waiting for training 20 times.
(8) Pay attention to food hygiene and do a good job in 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 the staff, no poisoning accident caused by food deterioration was found throughout the year, and it successfully passed the annual review and national inspection of star-rated hotels by 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.
(nine) according to the star standard, improve the hardware facilities, beautify the environment, stabilize tourists and improve the business atmosphere.
The total investment of the facilities increased by 300,000 yuan in the whole year, 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 corridor and bathroom on the fifth floor, the opening of the Friendship Nightclub, 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.
Third, 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.
Four, the idea of next year:
1. Improve product quality and create top ten signature dishes.
2. Do a good job in the management of Friendship Nightclub and Millennium Old Turtle Hot Pot City.
3. Strengthen standardized management and improve the overall management level and service quality of enterprises.