Ask for the working process of a restaurant supervisor. Please tell me about it if you have been a catering supervisor.
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If you can’t find a restaurant, find a hotel. Please make a reference! No one is about to celebrate 200*200* years with confidence. In the past year, our party's victory and the Sixth Plenary Session of the Central Committee of the Communist Party of China were inspired by the spirit of the National People's Congress to promote the three major themes of hotel security, business, and service, and complete the year-round work in the hotel. Ideal for revenue and profit goals. On the occasion of the new year, it is necessary to review and summarize the work, achievements, experiences and shortcomings of the past year, so as to facilitate the exploration of the weaknesses and strive to achieve better results in the new year.
A scientific decision-making, concerted efforts, the hotel and the four-point performance every year
The hotel general manager team, according to the requirements of the central government, began to carry out the development guidance work of the annual work plan The overall work philosophy is to strive to achieve the accumulation of "tripartite advantages" consistent with the "three creation goals". The general idea? Make scientific decisions and guide the work throughout the year. Combining the "Three" promotional activities, as well as the actual performance certification and evaluation, especially in combination with the strong Dongfeng awards of the 16th Plenary Session in the second half of the year, the hotel general manager led the research group, department managers, supervisors, and foremen to unite all Employees, working together from top to bottom, have made the most stable contribution to revenue generation, profitability, excellent terms, and achieved quite impressive results.
1. Generate income from operations. The hotel increased operating income by adjusting sales personnel, broadening sales channels, introducing room-mentioned awards, and performance-related catering services
management measures. The hotel's revenue this year was RMB 10,000, with an excess of % of office room revenue exceeding 10,000 yuan compared with last year, room revenue of 10,000 yuan, restaurant revenue of 10,000 yuan, and other income of 10,000 yuan. Annual average room occupancy rate (%) Annual average price per room/night. The hotel room occupancy rate and average room rate are higher than the average of the city's four-star hotels.
2. Management creates profits. By paying close attention to management, we dig deep into potential savings and savings, use reasonable labor, promote savings, and strictly control labor costs, energy costs, material consumption, and procurement warehouse management. The hotel's annual operating profit and operating profit margin (%) were 0.000% compared with last year. Including the labor cost of RMB 10,000, the energy cost is RMB 10,000, and the material consumption is RMB 10,000, accounting for %%% of the hotel's total revenue. Booking indicators at the beginning of the year were down %%%
3. Excellent service. The hotel has introduced brand management, strengthened the training of staff on the basic code of hospitality behavior "20 words of content" tool, smile, greetings, strengthened on-site management, supervision and quality inspection, and gradually improved the front desk The reception department and window image constantly improve their service quality standards. Therefore, in May of this year, the Municipal Tourism Bureau organized a comprehensive survey of the winning star hotels in the annual competition. Our store only deducted 2 points and obtained a higher quality score. Among the top hotels in the region with the same star rating, in the important reception activities, our store sales, lobby, guest rooms, property, restaurant and other departments or positions received a letter from the organizing committee of the commendation event. Praise said: "The hotel staff were hospitable and provided the necessary logistical support services in our daily lives so we were able to successfully complete the event. "
4. Safety record and stability. By formulating the safety plan for important activities, the project of "Safety Plan" will make the hotel's daily fire prevention, anti-theft and other "six defenses" throughout this year almost no accidental safety accident occurrence. Under the guidance of the nursing hotel general manager, store-level leaders will convene a daily feedback meeting with department managers to ask for information. Cadres and employees of the Security Arrangement Department, coupled with diligent patrols and strict prevention and control. Working with relevant departments to control the epidemic and ensure the foolproof safety and stability of events, the hotel is busy but not chaotic. The hotel security guard category was also rated as an advanced group.
Era, the highlight of the hotel, promotion of development and improvement
The hotel general manager team has set an example, with the organization and guidance of party members and cadres and all staff, they have carefully studied and understood the spirit of the Fourth Middle School The spirit of the plenary session. The hotel business portfolio, management, services and actual situation keep pace with the times, improve product quality and change their minds. The entire hotel has survived the wave of market competition, and a gratifying change is highlighted in the second half of this year. Mainly reflected in the positive attitude of cadres and employees. At the hotel general manager conference, the small meeting repeatedly emphasized that cadres and employees should have a sense of urgency and should be motivated and cultured. The technical content of hotel management services is not high and there is no profound knowledge. The most critical thing is people's subjective initiative, the mentality of the country's people, the understanding of the true meaning of loyal and professional hotel management and service, and the nature of its use. By organizing various trainings, department managers, supervisors, foremen and employees communicate with store-level leaders, inspire and guide people to broaden their horizons, learn and progress, unite and cooperate. Realize your own value? Enjoy the fun of life in the process of completing hotel business indicators, management goals and reception tasks. This phenomenon reduces the pressure and ridicule of various department managers and replaces them with mutual communication, complementary stages, mutual respect, the hotel's twice-monthly nightly routine safety inspections and quality inspections, weekly vacations, and absenteeism. Less, rather than actively caring to participate, please check carefully, etc.
As an example of store-level leadership, in some large-scale activities, the department manager led the supervisors, foremen, and their employees to work overtime, work hard, and extend the work. It was very tiring, but always kept a high spirit. When the image of the hotel The windows add to the splendor.
Brand management, hotels focus on 8
Seize this year's "6S Management Implementation Certification Process" combination, held training courses with different themes and content in the hotel, and organized some Before the flight experience, these have greatly promoted and guided the hotel management to be more standardized. The hotel mainly introduces the successful experience of high-end hotels, combines it with the development of management goals and work plans, and catches the hotel's department.
(1) Goal to help grasp sales
Personnel adjustment of hotel sales wound front desk work, only in the first half of this year the number of sales staff was more than 2 times that of the same scale. The hotel and the general manager team analyzed the reasons, and the most critical thing is that the key management personnel's responsibilities are reduced. Therefore, the hotel decisively adjusts the sales managers and staff to the name, and improves the awareness of competition and actively promotes it.
2. Channel broadening and sales shift from person to person, decomposing indicators, lack of scientific basis. The hotel issued a sales plan for the second half of the year but it is difficult to complete the market research and reasonable positioning in the first half. , channels are divided into various issues, the general manager of the department manager team is adjusting the research, in the original agreement, the company, online booking, family individual sales channels are only three natural based on the expansion of the exhibition, team, peers , membership cards and other channels, the responsible managers of the channels have been established to account for the corresponding decomposition indicators of the total proportion of tourists in the respective channels according to the proportion of sources. First, divide the channels into scientifically decomposed reasonable indicators, 3 will stimulate everyone's enthusiasm. Awareness, responsibility and motivation to promote, four, gradually increase the efficiency of layoffs again, five sales increased significantly
3, room mentioning incentives are mainly to receive business guests and door FIT functions of the agreement. For a business hotel, the hotel's market positioning and marketing strategy are supplemented by an online booking exhibition team. The general manager of the team refers to the hotel rooms of his peers, mentions some successful experiences, and formulates an agreed price for the brokerage company with a certain proportion of sales reception staff. Inspiring companies. The room bonus policy has greatly mobilized the receptionist's enthusiasm for promotion and service attitude. FIT revenue at the hotel entrance increased from 10,000 yuan in the first half to 10,000 yuan in the second half, a year-on-year increase of about %.
4 image windows. Selling hotel rooms in the front office, raising policies, increasing promotion efforts to make full use of them, and also paying special attention to shaping the hotel's window image. First of all, a reasonable sales control room to ensure the maximization of the hotel's interests. For example, at this year's auto show, the exhibition's reasonable operation process ensured customer satisfaction, and also ensured that the hotel occupancy rate in the best interest exceeded 100% for many days. At the same time, the average room rate also increased significantly. Second, improve work processes and establish various inspection systems. Strengthen the reception in the front office, revise and improve the checkout change workflow, especially at checkout, guest checkout list, to reduce the time guests wait for checkout, change checkout is cumbersome and error-prone. Strengthen on-site supervision by supervisors. When increasing, the on-site manager goes to the front desk to promptly solve various problems for guests, and plays a role in employee service with a smile, inspection and supervision. Strengthen the double inspection work of supervisors and foremen. Supervisors and foremen check and sign the household registration of each category every day, strengthening the supervisory foreman's responsibility. This year there is no household registration, visitor registration, Internet delivery errors and board inaccuracies. In short, under the leadership of the general manager of the reception desk, they check at all levels, implement plans, seize opportunities, use efficient marketing methods, and record another door FIT% of the total revenue of guest rooms, from the original accounting records for the hotel, % on a single day The highest income is RMB, the highest daily average house price is RMB; 10,000 people, the hotel receives guests every year and receives 10,000 foreign dignitaries.
5. Handling of complaints. Sales, especially the front office, announce the location of the hotel facade, questions asked by guests, reports, suggestions, complaints and dissatisfaction are getting stronger and stronger. With the spirit and purpose of "customer first, service first" and "customer complete satisfaction", staff from managers to supervisors, foremen, and reception staff can provide polite and enthusiastic service, but also resolve conflicts and properly handle large and small matters. Guests complain. In the past year, the sales department has received and handled guest complaints to help the hotel reduce economic losses and win more repeat guests of the hotel. In addition, the hotel general manager and the sales team are required to start sales from passive to active sales, from disorder to order, from inefficient negotiation talks to effective market research and analysis, without basic management of the monthly market significantly Rebound research analysis and customer delivery room rankings, etc., directly win sales. In the second half of the year, we created a closing of US$10 million, an increase of US$1 million in the first half, a year-on-year increase of approximately %.
(2) Motivation for reform and doing a good catering job
Performance-linked job. Although the restaurant works in the hotel industry, it is the first to enter the market with a tracking management system. Reform measures linked to performance are officially launched in the restaurant. The operating income indicator approved by the upcoming restaurant is RMB/month, and the total salary is controlled at 10,000/month. . A certain proportion of expenses and gross profit margin standards. If the income index of finished or semi-finished products is based on the completed or unfinished wages, the corresponding proportion of the total quota will be deducted.
This performance-related method, on the one hand, puts invisible pressure on the kitchen restaurant managers, waiters, chefs and other staff, lack of ideological work or improper management, but also brings certain negative effects, on the other hand, Keep turning pressure into motivation to promote restaurants and kitchens to consciously and proactively create more effective business promotion work. The restaurant has an open summer night market and adds a variety of breakfast options.
2. Employment competition. In addition to reforming the distribution policy, the restaurant also adopts a more flexible employment mechanism. Managers can be promoted and demoted, employees can be promoted and promoted, and competition is based on job performance. These are all conducive to the work of the hotel industry. Government orders are smooth and prohibitions are enforced. Of course, if the main manager has poor quality or ineffective management, it will naturally have some rebellious consequences. In general, the restaurant will be responsible for arranging positions with excellent performance and capacity, and employees who work hard will be promoted to foremen. Incompetent supervisors, foremen, and employees are frustrating people who more or less promote the performance of each job. restaurant, and strive to achieve revenue targets to provide management mechanism guarantee.
3. Evaluation of test dishes. The chefs in the hotel restaurant are required to record the taste of several new dishes every week or at least every other week, evaluate the chef's professional level, and recommend new dishes to the store-level leaders and department managers who are basically satisfied with the sales. In the past 6 months, the restaurant has introduced new dishes, sizzling pork ribs rice dumplings, spicy beef tendon, Chinese style drunken chicken, venison with fresh vanilla beans mixed with enoki mushrooms and other recognized diners. In addition, when evaluating excellent chefs, giving praise to encourage chefs with poor business skills requires timely communication.
In addition, restaurants and hotels received important batches of guests, multiple tables, and related itineraries this year***. The service reception work in the restaurant is recognized and praised by the hotel and superior leaders.
(3) Focus on customers and do a good job in intellectual property work
Patience House. As the rental 3322 housing property department, such owners are doing travel agencies, but they are only in the initial stage, reducing capital investment. They want to rent a slightly smaller area, but the location is still good. They scanned the rooms, so they hope to rent 3322 rooms from nearby 180,000 square meters of front stage area? is very suitable. However, this room has been booked by other guests. They spent a whole day in the property department. Later, I took the trouble to introduce other rooms to them. Two days later, with continuous work, they rented 200,000 square meters, 3,322 rooms and 3,346 houses. The occupancy rate of the office has reached %, which is higher than the level of the same period last year. This is due to the hard work of all employees of the Property Department.
2. After-sales service. In summer, complaints about air conditioning not cooling; complaints about roof leakage; complaints about someone spending the company's supply without permission; complaints about heating not being hot in winter, and complaints about feces in the bathroom. I have never received a complaint call when dividing the property, shirking responsibility, first apologizing to the guest, and then looking for relevant departments to help solve the problem. Even customers return visits until they are satisfied with the solution.
3. Collect house prices. Collecting room payments can be a daunting task. Some guests did not report the fees in time for some reason. The property management actively reminded not only that each account must go to the room to collect the room fees in person.
(D) Guest rooms, grasp the quality-based work
The morning meeting of the team. In order to ensure the quality and stability of the basic hotel room "quality, hotel room requirements, the establishment of long packages and morning meeting systems for individual teams, scheduled dates, not every employee specification in the appearance of the entire instrument, so that all employees To be consistent in their thinking and to ensure that the work can be put in place to summarize last week's work in the team's weekly meeting, to present the work that is scheduled for the next week, and to formulate the text while in the hotel. The document fully reflects the "strict and meticulous" work style.
2. Safety inspection. Additional department heads are responsible for establishing a complete safety and security training system this year, reflecting the differences. The content of the hierarchy. The hotel's corresponding precautions, emergency methods, and various electrical inspection requirements start from the beginning. Clear the person responsible for the area safety, and the text on the formal wall emphasizes "who is in charge and who is responsible" for the job. Principle. Hotel guests, front desk staff, and staff carefully observe the past and check carefully so that nothing is missed. Every year, FIT area *** detects inconsistencies in guest rooms, and staff customer service *** detects unsafe (The guest did not close the window because it does not comply with the use of hotel equipment)
(5) "Six precautions are good for work safety."
1. Make a plan. In daily operations, for every major holiday and event, the Security Engineering Department is actively formulating copies of safety plans and emergency plans, and the relevant copies have signed safety agreements in a timely manner. The hotel's safety inspections are organized in a timely manner, and safety responsibility letters are signed with each department to make it clear that the responsibilities are assigned to people and their responsibilities.
2. Strict inspection. Strict inspection of fire-fighting equipment and facilities, comprehensive testing of smoke system alarm points in advance, inaccurate repairs of disconnection fault alarm points, protection of smooth lines, and normal use; hotel lights for emergency evacuation, refilling and replacement of safe entrances, etc. .
The core of (F) is to do economical maintenance work
1. Bazi requirements.
In accordance with the spirit of the Beijing Municipal Party Committee and Municipal Government's special study on water conservation, the general manager's office of the hotel decided to once again, on the basis of the original regulations, on the basis of the original provisions of each department of the hotel, to the cadres and employees of the store, energy conservation requirements 8 words . If you want one pass, two small, three should be separated, if you want four, five should be alert, and the investigation will result in a fine of six, seven or eight.
2. Maintenance. The seven comrades in the hotel equipment and facilities maintenance team continued to work late into the night, often repairing the work of various departments at the site, and sometimes working all night. They know their work ahead of time and properly arrange the hotel's heating equipment, such as replacing electric meters in the hotel's distribution box for maintenance and renovation before winter.
3. Procurement control. The Purchasing Department works hard to save money and reduce costs, and actively visits the market for consultation business, strives to compare goods with three companies, insists on comparing quality with the same price, and comparing price with the same quality, and strictly controls the quality of purchased goods. Adhering to the principle of system, any purchase plan for large consumption must be approved by the leadership in advance. Good budget expenditure, expenditure control procurement costs.
(G) Be lean and do a good job in personnel work
Reasonably set quotas. In the spirit of the hotel general manager's office meeting, he was capable, efficient, and in accordance with the employment principles. At the beginning of this year, the National Personnel Department
Based on the store name, staffing, and storage level leaders to find relevant departments to coordinate, minus 10 Preparation will not affect the work of the hotel and departments.
2. Personnel recruitment. To control personnel expenses, hotel operators need to adjust their personnel structure. Under the leadership of the store-level leaders, we went to Miyun, Huairou, and Tianjin several times to contact professional recruitment agencies to recruit interns and passengers; newspapers, online recruitment, and *** to recruit passengers.
(H) Guidelines for employment and training
In-store teaching. A 20-word reference for the basic behavior of hospitality staff. According to the hotel's early development of a full-staff training plan, special training is held for store-level leadership agencies, department managers, supervisors, foremen and warm and thoughtful service staff, and highlights quality management. , sense of service, courtesy and case analysis. In an organized training, I approved and *** asked people to participate in explanations, comments, and exchanges. Students have different levels of understanding and improvement in their ideological understanding and daily work.
2. Taught in English. The personnel training department regularly organizes two-hour front desk staff positions every Tuesday and Thursday afternoon. The first half of the hotel on-site English training, the second half of the restaurant, sales, front desk service staff training focuses on the English conversation ability test, Promote awareness among customer service staff to learn English.
3. Department training. Training organized in the hotel department, at the same time, monthly plans, "20 words" guideline content and training for business department employees. The sales hall, in different locations, does a good job of training on the theme of "training for the day, every day of training. Stages, divided into training and assessment of front office staff. After the front desk receptionist, after the cashier, he has a training meeting in his spare time every morning. Training, supervisors, foremen every two weeks, and monthly training for all front office staff. The training includes business knowledge, accepting foreign dignitaries, sales skills, case analysis, and emergency response to problems. Through training, the overall quality of the staff is improved. Improve standard English, improve business level, and improve customer satisfaction. In the past year, each department organized its own training batches and invited people to participate in the training to improve the overall ideological quality of employees. Good service attitude, business reception ability. Military training assessment for 4 people. Based on daily business training of hotel front office guest rooms, lobby, restaurant, commercial practical assessment, combined with warehouse, vocational training, organization, naming room Xiaojian , first, second, third, Lu Xi, Wang, kitchen and front hall, first to second, third Wang Yum; first, Li Xiaojuan restaurant, second, Sun Guifen, third, MGM, Huang Wei, Fang Shengping, third The second and third time Zhongyu Biao. The hotel was awarded and promoted respectively.
Four and four-star standards, customer feedback, the hotel still has three types of problems
One year of work, through the joint efforts of the entire store, the main achievements have been achieved, but the problems cannot be ignored, some complaints and feedback from customers, some hotels' quality inspection department found during self-inspection, a four-star hotel. Measured by the standards of a class hotel, this obvious problem is something that the hotel leadership team has been very eager to put on the agenda.
1. The facilities and equipment are not perfect.
2. Management level should be improved. Management culture, professional knowledge, performance, language ability and management ability have not changed uniformly in foreign countries; an actual standardized system management model has yet to be developed. The three manifestations in the hotel are the management rules of "people", when random individual behaviors occur, there are needs for some managers to optimize quality service, and some inspections and guest complaints about service quality. Hotels, horizontal comparisons of high and low, and employees in various departments and positions in Guizhou. Day and night, usually a weekend is not immune to the recurring problem of providing quality service in certain departments or positions. The staff are neat and tidy, polite and proactive, and the service is not attentive. In addition, careless hygiene and untimely equipment maintenance will also affect the overall service quality of the hotel.
Review and summarize the hotel's annual work enthusiasm, promote the store, up and down self-confidence, boost morale, develop new annual business goals, business indicators and work plans based on the results we have achieved, rectify problems, To guide the comprehensive development of hotel and department work and specific implementation in 2007.