Hotel Food and Beverage Department Annual Work Summary

In the blink of an eye, I have been working for xxx company for more than a year. According to the work arrangement of the company manager, I am mainly responsible for the daily operation of the restaurant floor and the training of the department. I will summarize the work in 2011 and plan for the work in 2019. Give a brief overview.

I. On-site management of the hall
1. Courtesy and courtesy requires daily practice to be repeated. Employees should be polite in their words. In particular, the front desk cashier and the regional location service staff are required to make a call and ask for courtesy and courtesy to apply every bit of work. Mutual supervision and common progress.
2, before the class insisted on the inspection of the grooming instrument, the unqualified instrumentation required to be qualified before being able to go to work, the post found on the appearance of the problem of immediate correction, supervision of the use of courtesy etiquette, employees develop a good attitude.
3. Strictly grasp the positioning and service awareness of the post, improve the service efficiency, and make reasonable arrangements for the service personnel during the peak meal period, and support the busy area at any time with the foreman or the support center as the center. Other personnel bear their responsibilities and clarify their respective The content of the work, the division of labor and cooperation.
4. Advocate efficiency services, requiring employees to serve customers as soon as they have the services they need.
5, item management from large items to small items, whether it is customer damage or natural damage, everything requires a rule to follow, evidence-based, someone to perform, someone to supervise, follow-up to people, some summary .

6. Sanitary management public areas require cleaning personnel to see that foreign objects or dirt must be cleaned immediately. Hygiene in all areas requires the surface of the sofa, the surrounding area and the dining table, the ground, the dust-free and water-repellent stains, neatly placed, and without tilting. 7. During the meal time, due to the concentration of guests to the store, there will often be queues of guests, and the guests will show impatience. At this time, the head of the team leader is required to prepare for the reception before the peak reception to reduce the waiting time of the guests. At the same time, attention should be paid to the table to ensure that it is correct. Do a good job of explaining the work, shorten the waiting time, and carefully receive every guest, and be busy and not chaotic.

8. The buffet is a new opening project of the restaurant hall. In order to improve the quality of the buffet service, the “Comprehensive Operation Plan for Buffet Service” was formulated to further standardize the operation process and service standards of the buffet service.

9. Establish a restaurant case collection system, reduce the probability of customer complaints, collect complaints from restaurant customers about service quality and quality, and provide an important basis for improving daily management and service. All the restaurant personnel analyze and summarize the collected cases, and take the problem Out of the solution, making daily services more targeted and reducing the chances of customer complaints.

Second, the daily management of employees

1. As an important part of the restaurant staff, new employees can quickly integrate into the team and adjust the transformation mentality will directly affect service quality and team building. According to the characteristics of new employees and the entry situation, special training was carried out with the aim of adjusting the mentality of new employees, facing the transformation of roles and understanding the characteristics of the catering industry. The new employees are mentally prepared for full mentality, alleviating the dissatisfaction caused by the incompatibility of the role change, and accelerating the pace of integration into the catering team.

2. Pay attention to the growth of employees, always pay attention to the mentality of employees, and demand to maintain a good working condition. Organize employees to study from time to time, and evaluate employees, check the training results, find out the shortcomings and make up for them in time, and plan for the training. Improve it, regularly look for employees to do mental work every month, understand their recent work situation and find problems to solve problems.

3. Strengthen the training in combination with the actual work, in order to improve work efficiency and make management more standardized and effective. Combined with the analysis of the daily restaurant case analysis, the staff members have a new understanding and understanding of daily service, and formed a consensus on the daily service consciousness.
Third, there are deficiencies in the work
1. In the process of work, it is not detailed enough, the work arrangement is unreasonable, and in the case of more work, the primary and secondary are not very clear.
2. There is a lack of communication between the departments, and it is often after the incident that the problem exists.
3. There are not many interactive links in the training process, which reduces anger and vitality.