1. Working hours: 9: 00 a.m.-65438+4: 00 p.m. and 16: 30-22: 00 p.m., taking turns to be on duty.
2. Vacation: New employees have no vacation in the first month, and have two days off every month from the second month.
3. Resignation: Employees should submit resignation application to the lobby manager or store manager half a month in advance. The manager shall submit an application for resignation to the general manager one month in advance.
4. Probation period: new employees sign contracts and establish labor relations contracts from the date of employment confirmation. Probation period 1-3 months (waiter 1 month, lobby manager 3 months, depending on other types of work). According to the employee's work performance and business skills, we can consider whether to extend the probation period or become a regular employee in advance. If there is incompetence or gross negligence during the probation period, the store can dismiss the employees at any time.
5. Be late. Leave early: go to work on time. If there are special circumstances, ask the foreman or manager for leave one day in advance (as a personal leave). Being late for work for 5 minutes and being absent from work for more than 4 times a month shall be regarded as absenteeism.
6. Miners: Being absent from work for no reason and obeying orders and arrangements is regarded as absenteeism. If they miss a day, their wages will be deducted for three days. Those who are absent from work for more than two days a month shall be dismissed (including two days):
7. Punishment for gross negligence; A fine of 5-50 yuan, unpaid work for 2-5 days, and the deposit will not be refunded or refunded at the discretion of the general manager;
8. Asking for leave: It is forbidden to ask for leave by telephone, and the trustee takes a letter to ask for leave. Sick leave requires a doctor's diagnosis and a receipt for medical expenses, and the form of leave can be determined according to the situation. Sick leave can be considered, and personal leave is unpaid;
9. Right to ask for leave: the adjacent class has the right to ask for half a day, and the lobby manager has the right to ask for a day off. For more than one day, report to the store manager for approval and signature.
10. Employees have the responsibility to supervise each other and report bad styles. Shops who report the truth will be rewarded and kept confidential.
Dozens of corporate cultures-ordering system
First, order food by phone.
1. Telephone personnel: cashier, foreman, lobby manager (duty manager). Other employees are not allowed to answer the phone without permission.
Answer the phone in standard language: "Hello, there are dozens of restaurants here. What can I do for you? " .
3. Record content: according to the number of people dining, the exact dining time, the customer's name, unit, contact telephone number, the number and area of reserved tables. After recording, ask for a new complaint and tell the person who ordered the food that if it is overtime (30 minutes), our store has the right to make other arrangements.
4. Inform relevant departments and personnel in advance to get ready.
Second, tourists order food.
1. When contacting to order food, guests should ask the customer's name, contact information, number of diners and dining standards, as well as the reserved table number area, number of tables and dining time. Write it down, let the guests sign the order form after reading it, and make sure they have no objection to the content of the order.
2. According to the ordering standard, properly collect the deposit and issue a receipt (in duplicate). If the guest violates the requirements, he should charge a loss fee according to the regulations of the restaurant.
3. When checking out after a meal, if you find that the guest has no deposit receipt, you should pay the full meal fee and register it, and then return the guest's deposit after paying the deposit receipt;
4. Inform relevant departments and personnel in advance to get ready.
Dozens of corporate cultures-telephone management system
1, the bar phone is dedicated to ordering food, which is convenient for guests to use; Contact suppliers, bar staff and employees. You are not allowed to use this phone casually. If there are special things, you can use the office phone with the consent of the lobby manager.
2. Telephone calls in the bar can only be answered by bar staff, foreman and lobby manager during working hours.
3. Employees are not allowed to answer the phone without permission during work. If there is an employee's phone, you can't answer it in the office, and notify him to call back after work, except in special circumstances.
How to answer the phone
1. Pick up the receiver within three rings: Hello, dozens of people welcome you. what can I do for you?
2. If it is more than three times, be sure to apologize and greet the guests. I am sorry to have kept you waiting. Dozens of people welcome you. what can I do for you?
3. Note: The voice must be soft and moderate, and standard Mandarin must be used. The microphone must be 5CM away from the lips, and greet the guests with clear, soft and friendly polite words, and the tone naturally rises slightly.
4. Note: Listen carefully to the guest's conversation, accurately grasp the guest's conversation, remember and repeat the guest's questions before confirming, and make records.
Be sure to answer the guest's questions until you are satisfied. You need to talk to another person halfway and use another microphone. 6. If it is difficult to answer at that time, apologize to the guest, write down the contact number and name of the guest, and give an answer within 15 minutes.
7. Thank the guests. When the call is over, the other party must hang up before hanging up. You must handle it carefully.
8. Calls related records are kept in the computer system, and only the bar staff and lobby manager have permission to log in.
Dozens of corporate cultures-conference system
1. The manager will hold a staff meeting once a month to arrange and decorate the restaurant business this month, praise the advanced and encourage the backward.
2. Every week, the manager will hold regular administrative work meetings above the foreman. Put forward rectification measures, arrange and arrange the problems that have occurred since that week, and discuss the operation skills and other related contents.
3. Hold a pre-shift meeting attended by the lobby manager or foreman or above twice a day, with the participation of the front office staff, at 0: 00 am and 5: 00 pm respectively.
note:
A, the pre-shift meeting must be serious.
The foreman and supervisor are responsible for checking employees' gfd.
C, listen to the arrangement of the supervisor and foreman, must be subject to the first appeal.
D. Contents of the pre-shift meeting: queue up to call the roll to sum up yesterday's work, arrange today's work focus, today's food, today's forecast, today's urgent push, personal hygiene gfd, waiter Four Treasures of the Study's inspection, emotional adjustment, singing shop songs, battle slogans, high-five XXX, XXX, XXX, X Hey!
Dozens of Corporate Cultures —— Waiter Dining Room System
1. When going to work, you must dress according to the regulations, wear the work number plate, dress neatly and cleanly, do not wear jewelry (except watches), and do not leave long nails. Female employees should wear flowers and light make-up. Male employees are not allowed to wear long hair, beards and dark socks.
2. Prepare the floor before and after going to work, and actively check whether the spare tableware is complete, and whether the utensils and necessities on the table are neat and complete;
3. During standing, stand upright, don't lean against the wall or furniture cabinet, and don't run, make noise or sing without permission. At work, we should be diligent in mouth, eyes, hands and feet, keep abreast of customers' mentality and needs, and provide services to customers;
4. Be active, enthusiastic, polite, patient and considerate when receiving customers, and use polite language at all times. The word "please" must start, the word "thank you" must never leave the mouth, grasp the principle, and answer questions concisely. Make customers feel at home;
5. The usher took the guest to the proper position. The waiter should take the initiative to pull the chair for the guests and do a good job of reception.
6. Strong sense of responsibility, ability to handle affairs independently, report problems in time, and be good at asking questions before and after. Timely tell the opinions put forward by the guests;
7. If you don't make calls or answer personal calls during office hours, your cell phone will be turned off.
8. Don't use the in-store facilities and articles (guest elevators, guest stairs, guest toilets, etc.) without authorization during work. ).
9. Don't touch the guest's belongings without authorization, and don't play with the children brought by the guest.
10. Have a solid knowledge of business operation, and master and remember the dining rules of every drink and food that guests need; Be good at introducing and promoting the drinks and specialties of this restaurant to customers.
1 1. Cooperate with the foreman, obey the leader above the foreman, unite and be good at helping colleagues;
12. It is forbidden to steal food, drink and store finance. If the circumstances are serious, it will be handed over to the judicial department for handling.
13. Personal belongings of internal employees are not allowed to be brought into the dining room, but should be kept in lockers.
14. The foreman on duty and the personnel on duty must check the lighting, doors and windows, ventilation, water and electricity and sanitation;
15. Employees are not allowed to pour dishes during meals, and waste is prohibited.
16. Don't chew gum or eat snacks at work. Always maintain your image and don't lose your temper.
17. Playing cards, gambling, smoking and shirtless are not allowed in the business premises.
18, so that it can be cleaned quickly without affecting customers' meals. Do what the customer's requirements and opinions can do, and report to the superior immediately if they can't. It is forbidden for any employee to conflict with guests and create a good dining environment.
19. The personnel on duty shall not leave before the end of the customer, or deliberately be cold, neglect or embarrass the customer.
20. Don't forget the money, and report the items forgotten by the customer immediately and hand them over to the superior.
2 1, turn off the water and electricity conveniently, put an end to running water, long lights and naked flames, and do not waste employees' meals.
22. I hope all employees will consciously abide by the above matters. In case of violation, you will be fined 5-50 yuan, unpaid for 2-3 days, dismissed, etc. Those who violate the criminal law will be handed over to judicial organs for handling.
Dozens of corporate cultures-health management system
The restaurant is cleaned once a week, and the relevant management personnel check the environmental sanitation and personal hygiene of the hotel and make records.
First, personal hygiene standards
1. Wash your hands frequently, cut your nails, do not leave long nails, and apply colored nail polish; Take a bath, change your work clothes and wash your bedding frequently. Brush your teeth.
2. Do not wear accessories (such as earrings, rings, necklaces, bracelets, etc.) during working hours; The work card must be worn above the left chest, straight and bright.
3. Work time must wear work clothes, be neat and clean, no folds, no damage, no openings.
4. The male waiter's hairstyle is not enough, but he doesn't cover his eyebrows in front of the collar, leaving no sideburns and dyeing his hair.
Waitresses are not allowed to distribute or spray strong perfume on their shoulders. Don't wear false eyelashes, make light clothes.
Second, environmental hygiene standards.
1. Restaurants and shops should be cleaned daily, and public areas should be cleaned; Ensure that all public facilities are clean, tidy and bright.
2. Glass doors and windows; Keep it clean and bright. No stains, water marks, watermarks, handprints or fingerprints are required.
3. Window sill; The administrator irregularly arranges the personnel on duty to wash and keep clean.
4. Ground; No sundries, light, no water and no oil.
5. Prepare sideboard: The sideboard items are neatly arranged, selfless, clean and free from oil stains.
6. Tables and chairs: no dust and grease.
7. Lamps and lanterns: bright and clean, free of oil and dust; Decorations and plants should be cleaned regularly; Plants should be regularly fertilized, sprayed, killed and defoliated.
8. Wash, no dust, no oil stains, and place it properly.
Third, tableware hygiene
1. After washing, it is bright and clean, free from stains and oil stains.
2. It can be put into the disinfection cabinet neatly according to the specifications for disinfection, and all tableware can be disinfected once a week.
Fourth, work hygiene.
1. Smoking and drinking are not allowed in the workplace during working hours. No spitting. It is forbidden to face food, customers sneeze and cough, throw waste paper and put tea cups everywhere.
2. Tableware and food are strictly prohibited from falling to the ground.
3. Don't touch the food directly with your fingers, and don't touch the mouth of the cup, the mouth of the bowl, the front end of chopsticks and the soup part of the spoon.
Dozens of corporate cultures-conference system
1. It is forbidden to receive visitors during working hours, and it is forbidden to bring friends into the restaurant to chat and play at any time. 2. After work, visitors shall not be received in the dormitory without permission. If you stay overnight, you need to ask the restaurant lobby manager for instructions in special circumstances.
Dozens of corporate cultures-reward and punishment system for service personnel
In order to ensure fairness, justice and rationality, the candidates are the store manager, lobby manager, foreman and waiter representative, and the selection time is once a week.
1. Reward system: (calculated in 2 yuan per minute)
1, well received by the guests, with good service attitude. (Plus 1 min)
2. Excellent person with positive and enthusiastic service. (Plus 1 min)
3. Pick up the items lost by customers and give them to the bar or the owner. Get 4 points
4. Workers who take the initiative to undertake dirty work. Get 1 integral
5, can bear major grievances. Score 2 points
6. Make good suggestions to the company (restaurant), and submit them to the presenter after adoption. Give 4-6 points.
7, serious and responsible, positive and helpful. Score 2 points
Second, the punishment system: (each point is calculated by 2 yuan)
1. Those who arrive late and leave early will be deducted for the first time when there is an attendance award, and deducted 1 minute per minute. Those who exceed 10 minutes will be fined 50 yuan/time, and those who exceed four times will be dismissed.
2. Incomplete clothing, improper decoration and poor personal hygiene habits. Deduct 1 min.
3, the table is not standardized, the hygiene is not thorough, and the counter is not careful. Deduct 1 min.
4. The service operation is not standardized. Deduct 1 min.
5. Disobeying the arrangement and slacking. Deduct 1 min.
6. Deliberately damage tableware items, and pay compensation according to the price.
7. If there is something wrong with the service, 2 points will be deducted for spilling food and soiling customers' clothes.
8. Call the bar without permission and use the restaurant property without permission, and 2 points will be deducted.
9. If the platform is not standardized, brag and chat, deduct 1 point.
10. If the customer complains about poor service, 1 point will be deducted.
1 1. If you misbehave and steal from others, you will be deducted 10.
12. 6 points will be deducted for boiling.
13. If you eat in a restaurant without permission during working hours, 2 points will be deducted.
14. Deliberate waste causes losses to the restaurant, and 2 points will be deducted.
15. Take advantage of work to seek personal interests, and deduct 6 points.
16. 20 points will be deducted for fighting and booing during working hours.
17. If personal reasons cause work mistakes or restaurant losses, deduct 2- 10.
18. It's your responsibility to buy the wrong order, miss the order and run the order.
Dozens of corporate cultures-kitchen management system
First, the kitchen attendance system
1. Employees in the kitchen administration department must check their attendance when going to and from work. It is forbidden to check attendance on behalf of others or customers.
2. After putting on work clothes, report to the team leader or chef or call the roll.
According to the needs of kitchen work, chefs who work overtime should stay, and chefs who don't work overtime should leave the workplace after work.
4. When going to work, stick to your post, don't leave your post, don't string posts, don't do things unrelated to work, such as receiving visitors, reading newspapers, playing chess, making personal phone calls, don't take relatives and friends to play and chat in public places in the hotel, and don't hum songs and minor tunes.
7, according to the needs of the work, need to work for a long time, with the consent of the leadership, can be treated as overtime or compensatory time off.
8. This system applies to all employees of the kitchen administration department.
Second, the kitchen dress code
1. Wear work clothes and hats when going to work, and wear work number plates or work permits at designated locations. Clothing should be clean and tidy, and you can't wear bare back, bare chest, casual clothes or strange clothes during work hours.
2. Wear work shoes during office hours, and don't wear slippers, water shoes and sandals.
3. Work clothes should be kept clean and tidy, and buttons cannot be replaced by other ornaments.
4. Work clothes can only be worn in the work area or related places, and are not allowed to enter places outside the work area. Tooling is prohibited from entering the lobby.
5, must be in accordance with the provisions, waist tie operation, shall not be delayed.
6. Those who violate the above provisions shall be punished according to our regulations.
Third, the kitchen hygiene management system
1. Waste water used for cooking and processing food in the kitchen must be removed in time.
2. The ceiling, walls, doors and windows on the ground should be solid and beautiful. All holes, holes, seams and gaps should be filled with honey and kept clean and tidy to prevent cockroaches and rats from hiding or going in and out.
3. Clean the smoke exhaust equipment regularly.
4. Pay special attention to cleaning the countertops, the inside of cabinets and the corners of the kitchen to prevent the corrosion of residual food.
5. Food should be processed on the workbench, raw and cooked separately. Knives, vegetable pieces and rags must be kept clean and hygienic.
6. Food should be kept fresh, clean and hygienic, sealed and packaged in plastic bags after cleaning, or stored in covered containers in cold storage area or frozen area respectively. Ensure that food is not exposed to normal temperature for a long time.
7. All perishable foods should be stored in refrigerated containers below 0℃, and cooked and raw foods should be stored separately to prevent food from stinking. The refrigerator should be equipped with deodorant.
8. Condiments should be packed in proper containers and covered immediately after use. All tableware should not touch the ground or dust.
9. A dirt bucket with a closed cover and a cleaning bucket shall be provided. It is best to pour out the washing water that night, and don't spend the night in the kitchen. If it needs to be dismantled and washed overnight, it should be isolated with a bucket cover, and the washing bucket should always be kept clean.
10. When employees are working, their work clothes and work caps should be neat, and long hair and nails are not allowed. When they are working, they should avoid touching or polluting finished food and containers with their hands, and try to use tools such as clips and spoons.
1 1. When working in the kitchen, don't smoke, cough, vomit, sneeze, etc. In the work area and avoid food.
12, kitchen staff should wash their hands thoroughly before and after work and keep their hands clean.
13, kitchen cleaning work should be several times a day, at least twice after cleaning, utensils should be centralized disposal, pesticides should be placed separately from detergents, and designated personnel management.
14. Don't lie down or stay in the kitchen, and don't hang clothes, put shoes or leave things lying around.
15, when there are infectious diseases, you should treat them at home or in the hospital and stop all kitchen work.
Management and acceptance system of food raw materials
1. According to the production process standard of the hotel kitchen, the principle of first-in first-out cooking materials is implemented, and raw materials are used reasonably to avoid the process in no particular order, and raw materials are put into storage first and then put on hold.
2. Designate a special person to keep high-grade raw materials and use them in strict accordance with the quantity. Other raw materials are also used in large quantities to make the best use of them.
3. Without permission, you are not allowed to make the dishes provided by this hotel without permission, so as to prevent any waste of raw materials.
4. Don't use moldy and smelly cooking materials. First-in, first-out raw materials, check at any time.
5. Don't provide spoiled dishes and food to the guests.
6. Don't take, eat or cook all the food in the kitchen. The disposal of deteriorated raw materials requires approval.
7. Strictly implement the processes of raw material entry, raw material cooking, food supply, etc., to ensure the normal operation of the hotel food operation process, so as not to go to the kitchen without a single order.
8, acceptance personnel must put the interests of the enterprise first, adhere to the principle of fair acceptance, without favoritism.
9. The acceptance personnel must complete the acceptance of raw materials in strict accordance with the acceptance procedures.
10, the inspector must know whether the raw materials to be obtained are consistent with the quality requirements specified in the purchase order, and refuse to accept raw materials that are inconsistent with the requirements specified in the purchase order.
1 1. Inspectors must know how to deal with the accepted items and how to deal with them when problems are found. If there are quality problems with the raw materials, the inspector should bear the main responsibility.
12. After the acceptance, the acceptance personnel shall fill in the acceptance report and save it or hand it over to relevant personnel of relevant departments.
13, the above system is applicable to all employees of the kitchen administration department. Those who violate the above regulations will accept our punishment system.
Five, the kitchen daily work inspection system
1, implement a grading inspection system for all kitchen work, and conduct irregular, irregular and irregular spot checks for all kitchens; Chef, chef, team leader, kitchen staff.
2. The inspection contents include the implementation of rules and regulations such as store rules, store rules, kitchen attendance, dress, job responsibilities, equipment use and maintenance, food storage, food quality, food delivery system and speed, raw material saving and comprehensive utilization, safe production and normal production and operation.
3. The contents of the inspection can be carried out separately or simultaneously.
Health examination: once a day, including food hygiene, daily hygiene and planned hygiene;
Discipline inspection: once a month, including kitchen discipline, attendance assessment, store rules and regulations;
Equipment safety inspection: once a month, including equipment use and maintenance safety work;
Production inspection: once a week, including warehousing, responsible production system, quality and speed.
Daily case examination: twice a day, including workflow before and after meals, personal and other hygiene.
4. The inspectors should deal with the bad phenomena found in the inspection according to the situation, and have the right to urge the parties to correct immediately or within the prescribed time limit.
5, belongs to the scope of personal responsibility or responsibility within the scope of error, shall be investigated for personal responsibility; For the mistakes of departments and teams, the responsibility of responsible personnel should be investigated and corresponding economic punishment measures should be taken at the same time.
6. Those who repeatedly make similar mistakes or ask for improvement within a time limit and fail to do so shall be severely punished until they are expelled.
7, the inspector should be serious and responsible, equally, impartially. The personnel participating in each inspection shall make a written record of the inspection time, contents and results, and the inspection results shall be linked with the interests of departments and individuals in a timely manner.
Six, the kitchen duty shift system
1, according to the needs of the work, the team leader has the right to arrange the personnel of each position in this group to be on duty.
2, the successor must arrive at work in advance, to ensure that the succession on time.
3, the successor must be handed over to the successor in detail, and fill in the shift log, before leaving.
4, succession personnel must carefully check the log, confirm and implement the contents of the succession.
5, the personnel on duty should consciously complete the replacement work, working hours shall not leave their posts without authorization, and shall not do things unrelated to work.
6. The personnel on duty and succession shall ensure the normal production of dishes during duty and succession.
7, on duty, succession personnel should properly handle and save the rest of the food and raw materials, do a good job of cleaning and hygiene.
8, on duty, succession personnel to write a good shift log, not graffiti on it, turn off the energy switch in time, lock the doors and windows turnkey.
9. The chef has no time to check the handover record on duty.
Seven, the kitchen fire safety system
The main factors causing the kitchen fire are: a large amount of flammable grease accumulation, gas stove not being turned off in time, gas leakage, electrical equipment not being cut off in time, power overload, and no one on duty when refining.
1, found that the electrical equipment connector is not firm or invalid, it should be repaired immediately, and it can only be used after repair;
2, can't overload the use of electrical equipment.
3, all kinds of electrical equipment when not in use or cut off the power supply after use.
4. Flammable materials should be stored away from heat sources.
5. Wash the residual oil every day.
7, someone to participate in oil refining, baking food can't catch fire.
8. Boilers or fryers cannot be used beyond capacity or temperature.
9. Clean the furnace cover every day and the filter screen of the range hood at least once a week.
10, turn off the energy switch after work.
1 1. The fire prevention measures in the kitchen are complete and effective.
12, all personnel master the initial control method and alarm method for handling accidents.
Nine, kitchen equipment and utensils management system
1. All kitchen equipment, facilities and appliances should be operated in a civilized manner, and operated and managed in accordance with specifications and standards.
2. Everyone shall observe the maintenance measures for all kitchen equipment.
3. All personal articles in the kitchen should be properly kept, used and maintained by myself.
4, * * electrical appliances in the kitchen, put back to the designated location after use, shall not be replaced without authorization, at the same time strengthen the maintenance and normal use.
5. All special tools in the kitchen, such as carving, flower nozzles and other tools, shall be kept by special personnel, recorded when borrowed, and checked when counted.
6. Kitchen utensils should be replaced with old ones, and relevant procedures should be handled.
7. All kitchen utensils and tableware (including spare parts) are not allowed to be taken out without permission.
8. All kitchen utensils and tableware should be handled carefully to avoid man-made damage.
9. The users of kitchen utensils have the responsibility to carry out maintenance. If the equipment and tools are damaged or lost due to non-compliance with operating procedures and kitchen discipline, compensation shall be paid according to the price.
10 for regular inspection and maintenance. After the equipment is damaged, it must be inspected by maintenance personnel. Fix it if you can. If it cannot be repaired and needs to be replaced, it should be reported to the general manager for approval.
Dozens of corporate cultures-dormitory management system
In order to standardize dormitory management and let employees have a clean, quiet, safe and comfortable rest environment, this management system is specially formulated:
1, the dormitory management shall be the responsibility of the competent manager, and there shall be a person in charge of the male and female dormitories respectively, with clear responsibilities and layers of responsibilities, and * * * shall cooperate with the dormitory management.
2, take good care of indoor grandpa * * * facilities, and shall not damage or lose public * * * items.
3, men and women sleep in separate rooms, self-respect, it is forbidden to sleep in mixed rooms, mutual channeling, prostitution, reading unhealthy books, newspapers and DVDs.
4. Save water, electricity and gas. It is forbidden to pull wires and sockets privately. It is forbidden to use electric stoves, electric kettles, electric cookers and other equipment. It is forbidden to smoke in bed and put an end to all fire accidents. Pay attention to arson to prevent theft and gas poisoning.
5, pay attention to hygiene, keep the indoor and outdoor environment clean and tidy, don't dump sewage, meals, peels, cigarette butts, scraps of paper, don't spit everywhere, clothes and utensils are neat and orderly, and lock the door in and out to prevent theft.
6. Obey the arrangement of the person in charge of the room, do a good job in personal and on-duty indoor and outdoor hygiene, and do a good job in daily cleaning and weekly cleaning.
7. It is forbidden to drink, gamble, preach, talk loudly and interfere with other people's rest.
8. Unity and friendship, no cliques, no empty talk and gossip, no trouble.
9. Non-dormitory personnel are strictly prohibited from playing or staying in the dormitory.
10, observe the working hours, and the entertainment time shall not exceed (165438+ 10-March) 1 1: 30, (April-65438+1October).
1 1, which shall comply with the relevant regulations of property management and owners in the dormitory area and shall not be violated.
12, the resigned personnel can not leave until they consciously accept the security check.
13. Those who violate the above terms shall be fined 5-50 yuan respectively; Those who violate the law shall be sent to the public security organs for handling.