Summary of the work of hot pot waiter

Being a waiter in a hot pot restaurant also needs to write a summary, so how do you write it? Come and have a look with me!

Summary of hot pot waiter's work in a blink of an eye, it has been three quarters since XX operation. Looking back on June 10, under the correct guidance of all departments of the company and Manager Wang, with the close cooperation of the front office and the back office, and with the strong support and efforts of all employees, 6,543,800 yuan was realized, an increase of 75,000 yuan over that in September, but it was still short of the target of 6,543,800 yuan. The following is the work summary of 10.

First, the operation:

In winter, the business of hot pot restaurants is on the rise, with relatively stable operation and stable customers. We are ready for the coming peak season.

Second, the work situation:

The overall reception service level of employees has improved:

Every Saturday 15: 00 is a fixed training time, and we will give employees training and practice various basic skills to reduce unnecessary complaints;

2. Seafood direct sales are in good condition:

In order to ensure that too many direct seafood products can be sold out during the fresh-keeping period, it is necessary to communicate with Liang in time and apply for a special sale of seafood. Sales are good, except for abalone, which has produced more direct products due to breeding technology.

Gradually sold, 1, 000 pieces of abalone were sold directly by everyone. As of today, there is still one piece left, and it was not until 1 1 that 200 pieces of abalone were distributed to Anqing store. Tongling Store 1 0,000 pieces of abalone to express our gratitude to these two stores. Thanks for your support.

At the same time, I hope that all stores in Anhui can tell Liang the real inventory in time, and all stores Qi Xin will work together and cooperate with each other. After our store is sold out, we will ask whether there are other stores that need help in sales.

Try to sell it in a short time, otherwise it will affect the taste and texture.

3. The management continues to strengthen the training of management methods and skills:

Through their own efforts, study and practice, several internship foremen who came in from grass-roots employees in May 438+10 have now entered the management state and will continue to strengthen their training in the future. Improve various management skills.

4. Personnel recruitment Above, more than a dozen part-time college students have been recruited in the front office, and they can operate independently after training and exercise; Relieved the shortage of waiters; However, there is still a shortage of grass-roots employees, and recruiting employees has been included in the work focus of our store.

5. Customer complaints have declined. Basically, when customers complain about the slow service, foreign objects such as bugs are found in the dishes, and there are not enough people when they are busy. All explanations have been made, and no major events have happened. Now I often sum up some cases for employees, plus

It has also been included in our work focus this month, strengthening the ability to handle customer complaints, calming the injured hearts of customers in time, and letting customers who complain about customers come again.

6. communication:

In front of the guests, cultivate the enthusiasm of the foreman, communicate with customers more, patrol Taiwan, convey and understand the feedback of the guests in time, make a record of return visits when necessary, and do a good job in after-sales service;

In front of employees, cultivate everyone's team consciousness, do more communication between employees and leaders, appease and support, guide and evaluate the foreman's work, do a good job of supporting the internship foreman, and reduce contradictions and misunderstandings, thus affecting the pressure of work arrangement and insufficient implementation.

7. Team:

Often instill team spirit into employees, crack down on individualists, often establish correct ideological education concepts for employees, and cultivate the view that everyone loves enterprises.

First, innovative management, highlighting the theme of "generating income and making profits" [net-]

Income generation and profitability are the eternal themes of enterprises. In order to improve the income-generating capacity of the department, according to the annual overall work arrangement, the department has done the following work:

(1) In order to further enhance the popularity and reputation, a special discount promotion activity was launched in the case of more direct seafood and more unsalable dishes, which was well received by consumers.

(2) Strengthen the promotion of coupons, let customers with low and middle consumption levels come in and taste them, and change the impression that Macao Doulao is "expensive" in the hearts of the people.

③ In order to enhance the popularity and brand effect among vip customers, seize larger and higher-end consumer customers, and fully display and embody the hosting effect and organizational ability of the hotel,

In terms of service, it is suggested to train a group of service personnel with backbone (such as temperament, image and skills) in the store, preferably VIP foreman or above.

In terms of sales promotion, it is suggested that a group of sales promotion experts should be trained in the store, and employees and foremen with good eloquence and adaptability should be invited to order food for guests of different consumption grades in person;

⑤ In order to strengthen the innovative consciousness of the kitchen department, ensure that the varieties of catering products are often replaced by new products, and achieve the purpose of retaining and stabilizing old customers with new dishes,

The second is to change ideas and consolidate the foundation of "quality construction"

Quality is fundamental, quality is the lifeline of enterprise development, and quality is the eternal theme of enterprise. In the third quarter, in order to achieve the strategic goal of "developing catering" put forward by the company and hotel leaders at the beginning of the year and maintain the good development trend of catering in the first half of the year, our department began to carry out the following six aspects of "quality construction":

(1) In order to successfully complete the hotel service skill competition organized by the Municipal Tourism Bureau, according to the overall work arrangement, our department began to formulate and implement the implementation schedule for catering staff to participate in the city skill competition as early as 10. With the great attention of hotel leaders and department personnel and the joint efforts of the contestants, the Food and Beverage Department won the first prize of Chinese table design and the third prize of Chinese banquet setting in this skill competition.

(2) According to the good business situation in the first half of the year, in order to maintain this good business momentum, the innovation of cooking and the introduction of high-quality raw materials have been further promoted and understood. Under the leadership of Vice President Jia, the department organized some backbone chefs to make a comprehensive inspection of raw material markets and social restaurants in Changsha, Zhuzhou and Jishou, which not only broadened their horizons, but also introduced a number of Brazilian specialties and bacon.

(3) In order to further improve the cooking level of the back kitchen, strengthen the exchange of cooking skills of the back kitchen, gradually improve the overall technical level of cutting, mixing and wrapping of the chef team, and constantly strengthen the quality awareness of the back kitchen, the back kitchen department held a skill competition on February 29th, 65438. Through this skill competition, * * * launched a new dish 3xxxx, which not only stimulated the chef's innovative consciousness, but also identified the weak links in the kitchen department.

④ In order to standardize the placement and quantitative management of kitchen tableware, reduce the damage rate of tableware and improve work efficiency, the department drafted and implemented the Interim Measures for the Standardized Placement and Daily Management of Kitchen Tableware and Supplies in Catering Department in February/Kloc-0. At the same time, in order to unify the dishes and utensils in the kitchen department, improve the mat effect and enhance the catering image of the hotel, the department purchased some utensils in the kitchen department according to business needs;

Third, actively communicate and grasp the key to the tourist market.

In order to further stabilize customers, enhance customers' loyalty to the hotel, and maintain and improve catering.

After half a year's good business situation, our department has actively played the role of the outreach working group and carried out its work from the following aspects:

(1) regular telephone contact with old customers and big consumers, telephone contact or field visits to customers who suddenly spend less in a certain period of time, find out the reasons for not spending or spending less, and make records and rectification. In the third quarter, departmental telephone contact and field visits reached 20xxxx. Through departmental efforts, consumer units such as Tianzhou Education, Passenger Transport Section and Third Hospital have increased significantly compared with the first half of the year;

② In order to further embody the humanized service of the hotel, the department presents flowers or cakes to guests who come to the store for their birthdays in time, such as general manager Zhang of the industrial company, his family and some leaders of the municipal party committee.

(3) In order to reflect the hotel's emphasis on regular customers, the department's outreach team timely fed back the information on the development and launch of new dishes to regular customers, invited guests to come for consumption and taste and put forward valuable opinions;

Through the implementation of the above measures, it not only stabilizes the tourists, but also narrows the distance with frequent customers, expands the external visibility of hotel catering, establishes a good social reputation, and improves the room occupancy rate. In the third quarter of XX, the occupancy rate of departmental rooms was 57. 1, up by 12.xxxx percentage points over the same period of last year.

Fourth, Zhang Chi has a degree, which laid the foundation for the stability of the team.

The third quarter is a quarter in which new and old employees in the department alternate, and it is also a quarter in which the workforce is prone to fluctuations. To this end, in order to improve the overall cohesion and relieve the work pressure of employees, the department organizes employees to have dinner in social restaurants (Dynasty Restaurant, Xiangshui Family, etc.). ) Bringing good business in batches not only deepens mutual understanding among employees, but also absorbs the advantages of social restaurants;

Secondly, the department regularly holds floor meetings on different floors, front and back, reviews and summarizes the weekly work, rewards and punishments according to the individual's work performance, promotion ability and complaints during the week, and takes advantage of the opportunity of pushing new dishes in the kitchen every month to organize some employees with good performance and strong promotion ability to participate in the tasting and evaluation of new dishes, which not only has the effect of on-site training, but also enhances the self-confidence and honor of employees. In short, through the implementation of the above measures, employees have been better stable.

The fifth is to pay close attention to team building and form an atmosphere of implementation.

In order to strengthen the sense of responsibility of the backbone of the department, change the working concept of the backbone, and form a working atmosphere of scrambling for implementation, the department has set up a quality inspection team with the backbone of the foreman or above as its members, which cooperates with the quality inspection every week to conduct quality inspections in all regions of the department, and punishes the' regional leaders with the worst inspections or the most problems' or orders them to make rectification within a time limit, and conducts a informed criticism at the ministerial meeting to reward the regional leaders with good performance in each inspection; Secondly, the department also comments on the work of the backbone above the foreman every month, rewards the excellent and punishes the poor, and puts forward requirements for the next step. In order to improve the overall management and control ability and management level of the backbone, the department specially implemented a professional training for the backbone at the foreman level, which not only understood the problems and weak links existing in the implementation and management of the backbone, but also strengthened the learning awareness and crisis awareness of the backbone.

Third, the main problems

In the third quarter, although the work of the food and beverage department has achieved good results, there are still many problems and weak links, which are still far from the requirements of hotels and companies and the expectations of employees, mainly as follows:

1, the department's awareness of safety precautions is relatively weak, and the employees' safety knowledge training is not enough, which led to the fraud incident of 10 packing five soft Hibiscus King cigarettes at dinner on June 9;

2. Not paying enough attention to participating in the city skills competition, resulting in the unfinished task of participating in the China banquet of the city skills competition department;

3. The daily workflow of kitchen posts needs to be further standardized, and complaints about slow serving and inconsistent cooking standards still occur from time to time;

4. The targeted training methods and efforts for the front desk staff are not enough, and the called service still happens from time to time;

5. The department lacks strength and effective methods for background management, which leads to more daily violations of discipline and discipline of employees than other offices;

Main work arrangements in the fourth and fourth quarters

The fourth quarter is not only the last quarter of the second year of the hotel's deepening profit target joint-stock operation, but also the quarter in which catering laid a good foundation for XX years' work and reached a higher level. In the fourth quarter, on the basis of the good business situation in the first three quarters, we took the opportunity of the "three festivals" promotion activities and reception services for the Spring Festival, Lantern Festival and Valentine's Day, focused on continuous stability, improving the occupancy rate of private rooms and consumption grade, paid close attention to "two qualities" (product and service quality), and changed the team work style with the focus on strengthening two consciousness (competition consciousness and crisis consciousness) on the premise of stabilizing the staff. Strive to do a good job, strive to achieve the profit target of 18xxxx yuan in the fourth quarter, and focus on the following aspects:

First, focus on the implementation and effect supervision of winter warmth management measures to ensure a double harvest of benefits and word of mouth;

Second, do a good job in the Spring Festival promotion series to ensure that the income generated during the Spring Festival will increase by 20% compared with the same period of last year, and the staff will be stable and there will be no accidents;

Third, take the reception and service of all kinds of wedding banquets and birthday banquets in the fourth quarter as a wedge machine, focus on the quality of products and services of big banquets, and lay a solid foundation for seizing the market share of big banquets in XX years;

Fourth, the lobby on the second floor adheres to the business idea of low starting point and more affordable mass consumption, pays close attention to product guarantee and fast service, and strives to greatly improve the seating rate on the scattered table compared with the previous three quarters;

Fifth, take advantage of the off-season after the promotion of Spring Festival, Lantern Festival and Valentine's Day, carefully sort out the problems existing in the kitchen skills competition on February 29, 65438, and carry out targeted training and rectification to ensure the quality of kitchen products to a new level;

In short, I firmly believe that under the correct guidance of the company and hotel leaders, with the strong support and help of the brother departments, and with the concerted efforts and hard work of all the cadres and employees in the department, we will be able to complete all the tasks in the fourth quarter and realize the goal of "developing catering" put forward by the company and hotel leaders!