Good afternoon, ladies and gentlemen
I am honored to share the harvest and joy of 20 13 with you on behalf of the catering department and kitchen team of the garden theme restaurant. (Next, I will report to you from four aspects. )
First, strengthen the awareness of food safety, cost control and market competition, and turn losses into profits in the first year of trial operation.
Since its trial operation on June 6 last year, Heyuan Restaurant has been strictly controlling the quality of raw materials and food hygiene, standardizing the operation process and ensuring food safety. In the course of operation, we gradually explored the characteristics and laws of Heyuan restaurant consumer groups, and constantly carefully developed dishes that meet Heyuan restaurant consumer groups. According to the characteristics of seasonal raw material supply, seasonal seasons, some special dishes and innovative dishes are introduced one after another. For example, in view of the rising prices of raw materials in the market, seasonal dishes are carefully developed and used to make excellent, fragrant, beautiful and fashionable low prices. We have also developed some low-priced and high-quality dishes according to different consumer needs, and introduced some new cooking techniques. Especially in September this year, the park provided me with an opportunity to learn China's artistic conception dishes, which benefited me a lot, and was quickly applied to the production of Heyuan dishes, giving guests a brand-new four-fold enjoyment of sight, smell, touch and taste, and won unanimous praise from guests. The income of Heyuan restaurant is rising month by month, and the sales volume has increased from 3,000 yuan per day to1-20,000 yuan per day now, and at most it exceeds 30,000 yuan. Per capita consumption has increased from 20 yuan to 40 yuan now, turning losses into profits. Behind this is the chef's production and processing of dishes, plates and bowls, which are created by the chefs with sweat and hard-working hands by the hot stove.
Second, strengthen training, standardize the formula of main and auxiliary materials of dishes, and constantly innovate and develop new dishes, so as to lay the foundation for gradually building the brand of Heyuan Restaurant.
In the past year's business process, the biggest difficulty we faced was the instability and high mobility of employees. Especially from May to 165438+ 10, the restaurant is the busiest time and the chef is the most mobile, which brings great pressure and challenges to the kitchen work. In order to stabilize the quality of dishes and provide quality services for guests, we have adopted the following methods:
1. personnel passed. Get through the chefs in the garden kitchen, coffee shop kitchen and even catering kitchen, make full use of the overtime policy given by the park, overcome various difficulties such as lack of manpower, and successfully complete the reception task again and again.
2. Strengthen training. This year, the kitchen was trained 56 times, so that new employees can quickly become competent. In this regard, as a chef, I am duty-bound to practice, in line with the principle of mentoring, on the one hand, to preach and teach with a rice mouth in practical work; On the other hand, I use my spare time to train, teach my own skills to everyone, and train the newly-learned China artistic conception dishes to chefs, thus cultivating and stabilizing some potential chefs.
3. Standardize the formula of main and auxiliary materials, so that the quality and taste of restaurant dishes will not be affected by the departure of some chefs.
4. Keep innovating. 18 seasonal cold dishes and 72 Chinese and western hot dishes were introduced one after another, which enriched the choices of guests and formed innovative dishes with low cost, low price, unique taste and high sales represented by "stone pot fungus cabbage" and "three cups of chicken with Taxiang flavor", which were deeply loved by guests.
Third, adhere to the team spirit of close cooperation between kitchen and restaurant, build a harmonious restaurant and win good results.
A good catering brand needs the close cooperation between the restaurant and the kitchen. In the past year, our restaurant and kitchen have been closely coordinated and integrated. For the new dishes developed in the kitchen, we first explain and train the waiters in the restaurant, so that they can understand the characteristics, tastes and nutritional knowledge of the dishes, so that the restaurant manager, foreman and waiter can introduce them to the guests. If there is customer feedback, we will adjust it in time to achieve customer satisfaction and attract repeat customers. Especially in the large-scale catering reception service, our restaurant and kitchen work closely together, cooperate with each other and complement each other. In the case of shortage of personnel and limited facilities and equipment, the reception task was successfully completed many times. There is also a seemingly simple but not simple dishwashing job. A good dish is inseparable from clean and hygienic utensils, so we are as indispensable as the barrel effect. Here, we would like to express our gratitude to all the staff and other brother departments in the restaurant. With your efforts and support, guests inside and outside the school will recognize and praise the brand of Heyuan Restaurant.
The second part: the year-end summary of catering waiters
Finally, it's internship time. I learned from my seniors a long time ago that I had an internship in the first half of my junior year. At that time, I was eagerly looking forward to this day, because everyone could no longer stand the cramming teaching day and night, although I learned from my seniors that the internship was not as happy as expected. Based on my overall situation, I decided to choose a hotel internship. After drawing lots, I chose a five-star hotel, which is an ideal hotel I hope to learn from. This is the only five-star hotel in Nanning-The Mastic Hotel, and its name is well known to Nanning citizens and even the whole of Guangxi. Coincidentally, Mr. Chen, the general manager of this hotel, was invited to give a report to our school, only to learn that the original Mingyuan Xindu Hotel was built in 1995, which is a "nine-star" hotel composed of four-star Mingyuan Hotel and five-star Xindu Hotel. Teacher Chen's vivid and powerful report further stimulated my desire to know about this hotel. Are what they say consistent with what they do? Are there still any problems to be solved? I even began to wonder what I could learn in this hotel.
So what exactly is this hotel like? What is worth learning from? What else needs to be improved? How do I feel? Then listen to me slowly.
The first part: The catering department of Mingyuan Xindu in Chinese Department is roughly divided into the following departments: Chinese Department (including Yuexuan, multi-function hall and 6 boxes), Western Department (including garden restaurant and cafeteria) and Liquor Department (including lobby bar, bar, Chinese bar, western bar and buffet bar). We 10 people are divided into three groups, which are in different departments and change departments every 20 days, so that we can have a more comprehensive understanding of the service, sales and management of the whole catering industry. We feel quite satisfied with this practice of the hotel, which is exactly what we want.
The four of us were first assigned to the Chinese restaurant. "This is the hardest department in the hotel catering department!" "Before we started working, we heard someone tell us this in private. It seems that I really need to be prepared!
The work in the Chinese restaurant is really "hard!" As the predecessors said. The hotel has not set its own job responsibilities and job descriptions for waiters, although this is the most critical link in human resource management of modern enterprises. In the impression of employees, their job is to listen to the tasks assigned by the foreman every day, listen to the leadership at any time, have no fixed job, or the waiter can do anything as long as necessary! Set the table, fold the cloth, pass the food, serve the food, and remove the table. Dirty, heavy and tiring jobs such as moving tables and chairs and laying carpets are all the jobs of our waiters. What is even more incomprehensible is that the working hours of the hotel are 9 hours, and there is about 1 hour overtime every day (no overtime pay). I don't know whether this work and rest system violates the labor law, but as a flesh and blood person, everyone has his own minimum bottom line, because after all, people are not machines and can use them at will. The first three days at work are really painful. Every day except work or work, my feet are the most wronged. Standing for nine hours every day caused a serious protest on my feet. The first thing I do after work is to find a place to sit down and rest. The gap between desirable humanized management and cruel reality can be seen from this.
Another thing that embarrassed me was that the uniforms of the waiters in Yuexuan were really simple. Because the hotel didn't have any extra clothes for a "tall and powerful" boy like me, they simply asked me to wear pants and a white shirt, even saving the vest and bow tie. This dress made me almost a waiter and a guest, so that once I was ready to provide services for a meeting, I was greeted by a guest who thought I was attending the meeting!
Chapter Three: Year-end Summary of Restaurant Manager
First, to improve service quality as the core, strengthen the construction of service quality project, which 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. Work out operating procedures to improve service quality. According to the actual operation of various departments in the catering department, we have compiled the Operating Rules for Banquet Service, Evening Room Service, Western Restaurant Service, Bar Service and Stewardship Department. 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. It is the brand project of the hotel to compile the overall practice of the wedding banquet and improve the service quality of the wedding banquet service department. In order to further improve the quality of wedding service, the overall practice 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.