Summary of work in 20 19, catering supervisor (1) Looking back on the work in the past 20xx years, with the support and help of leaders and colleagues, I was strict with myself and completed the work well according to the requirements of western restaurants. After xx years of study, my work style has changed greatly and my work quality has been improved. Now I will summarize my work in xx years as follows:
First, strengthen self-study and improve professional level.
To be excellent, there is still a certain distance from my knowledge and ability, so I have been afraid to take it lightly, and learn from books, leaders and colleagues, so that I feel that I have made some progress in xx years, and my management ability, coordination ability and problem-solving ability have been further improved, ensuring the normal operation of all the work in the restaurant.
Second, daily management work
As a member of the catering department, our role is to connect the preceding with the following and coordinate the left and right. We are faced with complex and challenging work every day. In the work of drinking hall in xx years, all the work is aimed at improving service quality and work efficiency, so that the work is organized and integrated into every work.
Strive to cooperate with the supervisor to do a good job in the management of the restaurant, in line with the principle of seeking truth from facts, so that the upper situation is issued and the lower situation is reported. The banquet reception task in this restaurant is rather heavy. I have received many important guests and banquets for xx years, but for various reasons, the quality and efficiency can't keep up, which requires us to strengthen our work consciousness, pay attention to speeding up the pace of work, improve work efficiency, and strive to avoid omissions and mistakes comprehensively and accurately.
Three. Xx year work plan
1, clear development direction
According to the reception nature of the hotel restaurant, the development direction of new products is mainly refined and exquisite, reflecting the grade of the hotel;
2. Be sure to complete the task
(1), the supervisor should arrange the organization and development work in time, implement the task indicators and make preparations in advance. You must finish the task on time without delay.
(2) Supervisors and foremen must set an example and take the lead in innovation, not only to complete personal tasks, but also to encourage and help employees to develop new products.
3. Supervisors and foremen should take the lead in learning.
Drive employees to improve their personal quality and business skills. Especially in the usual work, we should learn more about information, open up new ideas, and do a good job in accumulating basic information; At the same time, we should practice basic skills diligently, pay attention to professional knowledge learning, and improve the level of business skills. Only by accumulating certain knowledge and technology can we stimulate innovation.
4. The supervisor and foreman should pay close attention to the training work.
Restaurant managers should formulate targeted training plans and strengthen business skills training; More training or competitions in pouring and mixing wine can not only improve business skills, but also increase the enthusiasm for innovation.
5, adhere to the relevant provisions of the new product development.
Cash rewards and assessments on time, improve innovation enthusiasm and initiative, and strive to complete the task indicators for xx years.
20 19 summary of the annual work of the catering supervisor (2) how time flies! In a blink of an eye, he has been working in the catering department of xxx Hotel for one year. According to the work arrangement of the manager of the catering department, he is mainly responsible for the daily operation of restaurants, bars and stewards in the department and the training of the department. Now make a summary report on this year's work and a brief summary of the 20xx work plan.
As an internationally renowned brand restaurant, the operation and management of the catering department are very mature and have a high market reputation. Fifteen years of management experience has formed its 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 put forward the management goal and slogan of "building an excellent service team", aiming 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 20xx years, the following work has been 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 restaurant. 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.
In order to cooperate with the celebration of restaurant15th anniversary, the Food and Beverage Department organized the first catering service skills and catering knowledge competition in each restaurant in August, and worked out the actual operation plan of 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.
Verb (abbreviation of verb) Work plan for 20xx years
20xx is an opportunity year. Consolidate the management foundation, make full preparations for restaurant 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.
The overall planning scheme of the 20xx wedding reception will be optimized to further enhance and highlight the style of the host, add more popular elements (adjust the background music) to the wedding reception, 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 reception 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.
In 20xx, according to xxx's quality inspection standards, we will comprehensively supervise and inspect the hygiene status, engineering status, equipment and facilities maintenance status, safety management, service quality, employee etiquette and courtesy, food delivery service, labeling specifications and other contents of all departments in the catering department, publish the inspection results regularly every month, and impose corresponding penalties on unqualified departments and posts, thus forming a good operating mechanism of "quality inspection every day and monthly evaluation 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.
Product distribution is the core of catering management. In 20xx, 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 20xx, 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 actively participate in the assessment of catering service skills, the professional qualification certification of bartenders and the learning of catering professional knowledge, set off a wave 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, reserve excellent management personnel for restaurant upgrading, and build the catering department into a learning type.
The smooth development of 20xx's annual work depends on the careful guidance and care of the leaders, the help of the human resources department and the administrative department, and the strong support of all departments in the catering 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!
20 19 Annual Work Summary of Catering Supervisor (III) Due to work needs, leadership trust and self-development needs, he is mainly responsible for the marketing of Four Seasons Restaurant. From the front office management to internal and external marketing, from the concert "You in Zuo Lin" to the exciting Asian Cup, from the Asian Cup to the concert in Faye Wong, and then to "Perfect", the stadium held a series of activities, and the Four Seasons Restaurant also set off a business climax with the efforts of the market. Looking back on the work in the past few months, there are mainly the following aspects:
First, pay attention to study and education and encourage people to make progress.
Since I took office, I have been responsible for the internal management of Four Seasons Restaurant. Most of the employees I know of Four Seasons restaurants come from different regions such as Hebei, Anhui and Hunan, with great differences in cultural level and comprehensive quality, and low professional level and service awareness. In view of this situation, I listed my shortcomings one by one and conducted comprehensive training and on-site supervision. Correct the wrong management methods, explain the theory and practice the operation. The operating procedures of eight skills exercises are standardized from the aspects of standard polite expressions, smiling service, professional ethics and food collocation when guests enter the store. Through learning, employees can strengthen service quality and improve business service level. When guests enter the store, they can take the initiative to serve warmly and introduce the dishes in the restaurant. When guests light cigarettes, the waiter should hand over the ashtray in time. In April, a skill competition was held, and the waiter Li Xiaojuan won the first place in the skill competition. Other waiters have developed the good habit of asking questions if they don't understand, and asking each other if they don't understand. They have also learned a lot, their mental outlook is getting better and better, and their work efficiency has been improved. However, the operational details need to be improved.
Second, pay attention to management and build a system.
In the early stage, there were many problems in the work of Four Seasons Restaurant. The main problem is that there is no standardized system, employees are not clear about the system, and some systems have not been implemented to specific responsible persons. Through the guidance of the leaders of the quality inspection department, I listed the switching time and the person in charge of the wall and audio in the health work system, as well as the service process, personal hygiene requirements and standards of each post, and the matters needing attention in finishing the work, and conducted on-site supervision and inspection every day, which was of great help to employees to strengthen their work consciousness and clarify their work responsibilities. Late telephone charges are high. With the telephone booth in Wu Jingli, the telephone is locked after work, and the attendant is not allowed to make local calls, thus putting an end to the phenomenon of making local calls after work.
Third, grasp the communication of internal customers.
Communicate with customers sincerely, listen to their valuable opinions, constantly improve and coordinate, and feed back the feedback information of customers to the kitchen in time. For example, sometimes customers feedback that "Ami fried pork" is not enough, and "boiling fish" is not fragrant enough. Through sincere feedback from customers, plus our serious discussion and revision, we will continuously improve the quality of dishes and satisfy customers.
Four, do a good job in the reception and management of banquet propaganda work.
October is the golden season for wedding banquets. I made a wedding banquet plan and distributed leaflets to visit the surrounding units. At present, five wedding banquets have been held on June 5438+ 10. Guests have always introduced the advantages of Four Seasons Restaurant, communicated with the wedding company by telephone, publicized the scale of the restaurant, and made full preparations for the banquet reception in a planned way.
Five, in-depth market research, close cooperation with the sales department, grasp the market economy.
During the Youli Concert in Zuo Lin, he worked closely with the sales department, and undertook the box lunch for the staff of the organizing committee, and created a record of xxx million yuan. During the Asian Cup, I cooperated with the stall work and internal management supervision for many times. Through the Asian Cup, I felt the team spirit. During the concert in Faye Wong, I communicated with the leaders of the Organizing Committee for many times about the dining of the venue staff and coordinated the dishes, earning more than xxx yuan for the restaurant. Then at the perfect concert, I took over the buffet for 280 people, including the standard of 80- 100 yuan.
Sixth, grasp the team dining.
We contact more than 30 tour groups by telephone and have group meals every Saturday, Sunday and Monday. At present, xxx travel agency, xx travel agency, xxx international travel agency and xx travel agency spend the most on tour groups. By taking group meals, the popularity of the restaurant is increased and the cost of the kitchen is reduced. And take advantage of the opportunity to receive group meals, seriously consult and feedback, and do a good job of feedback statistics.
In short, in this ordinary and extraordinary seven months, I feel deeply, but also deeply feel my own shortcomings. At present, the outside market has not been fully opened, so I need to continue my efforts. I will work hard in these aspects:
1. Keep learning, improve yourself, and strengthen the study of sales business knowledge and all aspects of knowledge.
2. While doing a good job in this position, we will continue to develop new customer groups.
3. Do a good job in maintaining and communicating with internal customers.
4. Arrange marketing work in a planned way.
5. Do a good job in customer statistics, constantly strengthen contact, and do a good job in customer complaint handling and information feedback.
6. Work closely with the restaurant sales department to receive meals and reception services.
20 19 annual work summary (4) the catering supervisor is about to pass. During this year, under the correct leadership of the leaders, with the active support and great help of my colleagues, I have been strict with myself and completed my work well according to the requirements of the restaurant, which not only successfully completed my work tasks, but also won the praise and affirmation of guests and colleagues. Through more than half a year's study and exploration, my work style has changed greatly and my work quality has also improved.
First of all, my job responsibilities mainly include
1, set an example, have a strong sense of responsibility and dare to manage.
2, reasonable command and arrangement of manpower, management of restaurant staff work shifts.
3. Check the attendance of the staff in this restaurant, check whether all the preparations are qualified and ready, check and register the work and discipline of the waiters on that day, and report to the leaders in time.
4. Handle problems in service and guest complaints, and report to the leader.
Conduct business training for subordinate employees, and constantly improve their professional knowledge and service skills.
5, do a good job in the custody of items on duty and restaurant hygiene.
6. Keep an eye on the guests' movements at any time, and supervise the employees to be positive, enthusiastic and polite.
7. Ask the waiter to be familiar with the characteristics of dishes and be good at selling dishes and drinks.
8, responsible for keeping a diary, completes the handover procedures.
20xx is a year of self-challenge. I will try to correct the shortcomings in my work in the past year and do a good job in the new year. In the past year, with the care of leaders and the enthusiastic help of colleagues, through our unremitting efforts, our work has achieved certain results, but there are also many shortcomings. Looking back on the past year, there may be loss, sadness, success and happiness, but it doesn't matter. It was the past, and what we should strive for is the future.
In xx, on my first day of employment, the company leaders repeatedly emphasized health issues, so health issues have always been the top priority of our usual work. Therefore, the first item in my daily work schedule, I emphasize the health problem.
We always complete all the work arranged by the leaders to the letter. Of course, we also report the requirements and hopes of employees to the superior leaders in time. I think only when the waiter is physically and mentally happy to face the customer will the customer feel really at home.
Second, some problems existing in this restaurant in xx years
1, some employees are polite and gfd is not in place.
2, sometimes not according to the relevant standards.
3. Due to the abnormal thinking of some logistics personnel, they can't communicate, resulting in inadequate supervision.
Three. 20xx work plan
1, strive to improve their learning ability, enhance their business knowledge and professional skills, learn management experience from leaders and predecessors and handle customer complaints.
2. While improving yourself, we should also lead other employees to make progress together and organize some training courses regularly. They can cover a wider range, from product knowledge to some daily customer complaints, and can teach them how to solve them. When appropriate, they can also do some motivational training.
3. Communication is very important. Do a good job in employees' ideological work in time, carefully observe their ideological trends, so as to grasp their thoughts and opinions in time, and make records and feedback.
4, that is, we must treat customers as friends, think what friends think, and be anxious about what friends are anxious about. Smile is from the heart. Only when we really treat them as friends can we really serve them with a smile. Only in this way can the service be in place and the performance will naturally improve. This is why I need to study hard together.
5. Complete other affairs arranged by superior leaders.
Fourth, summary.
In 20xx, I will spare no effort to lead my colleagues to make persistent efforts, improve our service quality, improve our service level and comprehensively enhance the company's benefits. Create a new situation in service work.
In short, 20xx will start today, with new goals and new challenges, and continue to work hard, study hard and sum up diligently in the new year.