How to write a model essay for the restaurant manager's monthly work summary? The following is the relevant model essay I compiled. Welcome to reading.
The restaurant manager summarizes Fan's work every month and performs his duties.
Mainly to assist the restaurant manager in the daily internal management of the front office. In the next few months (June, July, August, September), I was mainly responsible for hotel marketing for work needs, leadership trust and self-development needs. Looking back on the work in the past few months, there are mainly the following aspects:
1, pay attention to learning and education, and encourage people to make progress.
I have been in charge of the internal management of the Royal Hotel since I took office. I know that most employees of the Royal Hotel come from Hebei, Anhui, Hunan and other different regions. Their cultural level and comprehensive quality are very different, and their professional level and service awareness are not high. In view of this situation, I listed my own 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 operation 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 service level. When guests enter the store, they can take the initiative to serve warmly and introduce hotel dishes. When guests light cigarettes, the waiter should hand over the ashtray in time. A skill competition was held in April, and the waiter Tan Liyan 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.
2. Grasp the management system.
In the early stage, there were many problems in the work of the 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. In the later period, the telephone cost was high, so the telephone booth was configured by the senior manager, and the telephone was locked after work, and the waiter was not allowed to make local calls, which put an end to the phenomenon of making local calls after work.
3. 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.
4, pays special attention to 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, we have undertaken five wedding banquets on June 5438+ 10. Guests have always introduced the advantages of the restaurant, communicated with the wedding company by telephone, and publicized the hotel scale. And made full preparations for the banquet reception in a planned way.
Step 5 eat a team meal
We contact more than 30 tour groups by telephone and have group meals every Saturday, Sunday and Monday. At present, travel agencies, travel agencies, international travel agencies and travel agencies spend the most. 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.
Second, the direction of future efforts
I deeply feel my own shortcomings in my work, and I will work hard in these aspects in the future:
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 hotel sales department to receive catering and reception services.
Fan's monthly work summary of restaurant manager. 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 briefly summarize the work plan for XX years.
As an internationally renowned brand hotel, the operation and management of the catering department is very mature and has a high market reputation. After xx years of management experience, I have formed my 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 XX years, the following work was 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 appearing 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 plugged 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 hotel. 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.
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.
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.
Interns as catering staff cough, quarrel, quarrel, hammer, brake, etc. The quality of catering service and team building have been improved. 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.
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