Discuss your understanding of quality catering services

This is how I understand it: Catering is the leader of the hotel, and the success or failure of the operation is related to the efficiency of the entire hotel, so we must attach great importance to it in the hotel's operation process. The catering department can be said to be the largest department in the hotel. It has many employees, many positions, and many types of work. Its management is accordingly time-consuming and troublesome. Only by establishing a complete management system, improving the management mechanism, and constantly innovating can the catering industry continue to prosper.

1. Rules and regulations are the key to hotel management. The management development of an enterprise is from managing people to managing people through systems, and then to cultivating people through culture. Therefore, the development of enterprises must be guaranteed by good rules and regulations. . All departments in the hotel must establish rules and regulations, such as: job responsibilities, work standards, rewards and punishment regulations, performance appraisals, losses and scraps, employee handbooks, management regulations, etc. They must be established and improved so that there are rules to follow. . Many state-owned enterprises have their own superior management units, which sometimes impose certain restrictions on the independent management rights of hotels. This will restrict the flexible operation and development of hotels, and they cannot be liberalized in operations, and may become subsidiaries of the main business. welfare unit. If the hotel is not managed as a purely commercial hotel, everything should serve the main business and ignore the external market, which is detrimental to the hotel's operation. If the previous management model and management talents are still used, and the management mechanism is not improved, the management concepts are updated, and new management talents are added, the transformation of the main project will just be a new dress. As for the internal operation, it may become the previous guest house. Enterprises do not break away from the "big pot rice" and "iron rice bowl" in terms of employment, and do not eliminate differences in job types. This will be detrimental to the hotel's business development. Regular workers have a sense of superiority and think that they are the owners of the company. What do you think of temporary workers? If you have an "iron rice bowl" as a guarantee, you will lose the motivation to work forward. However, recruiters think that we are temporary workers who will not be able to work one day. After being fired, I had no security and no motivation to work. In this way, there is a frequent flow of talents, and the competition among enterprises is still a competition for talents. Whoever retains talents will win in the market competition. For enterprises, it is necessary to have a good talent competition mechanism, recruit talents, and take advantage of the situation to replenish vitality for the enterprise. All types of work are treated equally, those who should buy insurance should also buy insurance, and those who should solve their worries should also solve their worries. Enable employees to feel the care and warmth of the company, and they are also the owners of the company. Only in this way can they have feelings for the company, reduce employees' job-hopping, and prevent external peers from poaching employees. As a hotel operator, you should operate and manage with strict management, flexible operation, honesty and trustworthiness, and careful and meticulous work; high standards, high requirements, new starting points, and new ideas; coupled with good management systems, management measures, and good employment Mechanism, enterprises can develop healthily and sustainably.

2. Dishes and service are the vitality of the hotel. In the past, some operators believed that the quality of the dishes came first and the quality of the service came second. However, practice has proved that service comes first and the dishes come second. Suppose that a table of very rich and delicious dishes is served by a restaurant staff member who is not very motivated. She has a straight face, says nothing, and looks like you are eating or not, and the wine in the glass is gone. If you don't add it in time, if the bone plate is full and you don't replace it, what kind of atmosphere will it be? Even the most high-quality guests don't want to come back a second time. Only when the kitchen and dining room cooperate well and make up for each other's shortcomings in work can the advantages of the entire catering be brought into play. The restaurant and kitchen belong to the same company and belong to the entire catering industry. This requires unified management and deployment by the catering department. The old saying goes: "If the skin is gone, the hair will not be attached." This is the truth. The hotel assigns business indicators to the catering department, and then assigns them to the kitchen and dining room, each of which assesses profits and pays wages and bonuses uniformly. This benefit is related to the entire catering department employees, who will care about the quality of dishes and services. The restaurant is no longer a restaurant, but the kitchen is the kitchen. If your food is not good and you are not eating, it has nothing to do with my service. On the contrary, if the service is not good and there is no benefit, you cannot blame our food for being bad. Only by organically combining dishes and services can we win good economic benefits. With the adjustment of the national economic structure, business opportunities have been brought to the hotel industry. At the same time, it has also brought shocks. The fittest will survive and the weak will be eliminated by the market. This requires a change in our thinking, from a seller's market to a buyer's market. The catering industry in the 1970s was about "food by the mouth", in the 1980s it was about "food with the eyes", in the 1990s it was about "food by the heart", and in the 21st century it is about healthy and nutritious diets. It also needs Green and environmentally friendly. So we make whatever dishes our customers want. We constantly introduce new dishes and follow the pulse of the market.

At the same time, we continue to improve service quality, implement family-friendly and personalized services, think about what guests want and worry about their needs, and provide customers with fast, convenient and thoughtful services. Therefore, we must work with heart and serve with emotion. We need to send catering employees out to study in other places, and invite foreign masters in for exchanges and cooperation. Only by going out, eating food, and seeing the services can we improve the technical level and service capabilities of our employees. The more you see, the more you broaden your horizons and become more comfortable at work. The development of modern business hotels has expanded the diversity of catering operations, such as the expansion of coffee shops, tea rooms and Western restaurants, which has increased the vitality of catering competition, but has also correspondingly increased the difficulty of management, which requires us to engage in the requirements of catering management. Have better adaptability, learn various management knowledge faster, and adapt to the development of the times. With the rapid development of modern hotels, major changes in catering management are also taking place. From the overall hotel management to recruiting and training by oneself to cooperating with the management group, many kitchen chefs and personal skills to conquer the world to the establishment of standard recipes, all illustrate the changes of the times.

3. Hardware and software are the grade of the hotel. Hardware is the main structure and decoration of the hotel, geographical location, supporting facilities, tableware, tables and chairs, dishes, etc., which guests can see and touch. Software is the brand of the hotel, the culture of the company, and the embodiment of the quality and spiritual outlook of employees, as well as the reception level, service quality, and the value concepts that dishes bring to guests. Guests will leave a good impression through the hotel's decoration, the feeling of the lobby, and the environmental layout of the restaurant. High-quality service will bring guests a comfortable mood and a pleasant dining experience. Only by strengthening software construction under good hardware conditions can we achieve good results. Hardware comes from investment, and software relies on management. Therefore, the decoration of the hotel should be high-end, the service should be personalized, and the dishes should be tasteful. Decorate the restaurant style according to the characteristics of your own business. The development of catering enterprises must have long-term plans, and they must have business ideas that are at least ten years ahead of their time. They must be novel, unique, and new in terms of service dishes, decorative styles, etc. Advancement in decoration is even more prominent. In recent years, a lot of expenses in the catering industry have been spent on the decoration and renovation of hotels, and the renovation cycle is only three to five years. Software construction must be carried out unremittingly, and benefits come from management. No matter it is daily work, no aspect can be relaxed. Details create perfection, and we must work hard on details in management. Employees are the executors of specific work, and all work is completed by employees. Therefore, in terms of infrastructure construction and supporting facilities, front-line employees must be considered, and the practicality and convenience of their work must be considered. 4. Cost control is where the hotel's profits lie. If we want to make a profit in a hotel, we must do a good job in cost control and financial management, because financial management is related to the cashier at the front desk and complements cost control. Only by controlling costs can good operating profits be achieved. Costs are further divided into fixed costs and variable costs. Fixed costs are facilities and equipment used for production, fixed assets, etc. Variable costs refer to materials and energy used in production, low-value consumables, and human resource costs. From the perspective of cost control, we talk about the relationship between the front desk and the back office. The front desk provides customer service, and the back office provides strong protection for the front desk, so that the entire hotel can have combat effectiveness. Departments must cooperate with each other, and there must be no arguing or passing the buck when problems arise. Equipment maintenance, procurement and supply, security, cleaning, etc. must serve the catering well, so that the catering can serve the dining customers well. In catering, the kitchen must serve the restaurant, because restaurant service staff represent the interests of guests, so employees are required to always establish the service concept of "the customer is always right." Equipment repair and maintenance can extend the service life of the equipment and save the hotel investment in fixed assets. The purchased materials need to be of high quality and low price, seasonal and fresh, and available in time, so that exquisite dishes can be produced and kitchen production costs can be reduced. Regarding the price control of raw materials purchased in the kitchen, the catering department organizes personnel and the Finance Department to conduct regular market surveys to understand the actual prices of kitchen materials. The surveys are usually conducted weekly to enhance the transparency of material prices and unify pricing. Only in this way can costs be effectively controlled and corruption prevented. Multiple markets and multiple purchases can prevent material price monopoly, and we can use high-quality and low-cost raw materials. In warehouse management, try to achieve zero inventory as much as possible, which can not only reduce losses but also increase the capital turnover rate. Employees' wages and benefits account for about 10% of the cost of catering. Positions must be set up reasonably according to work needs, and people cannot be overwhelmed. Although low value and easy to consume, it is inconspicuous, but the accounting is not precise.

In the past two years, the prices of production raw materials have increased, and the costs in all aspects have increased. However, the consumption level has not changed much from the price level ten years ago, which has increased the difficulty of our operations. Therefore, every point and every link must be economical, effectively control costs and expenses, and create the best profits for the hotel. 5. Public relations and marketing are the guarantee of hotel benefits. Good products must have good publicity and planning. Publicity and planning can establish the hotel's image among the public and create brand benefits. If the hotel participates in more public welfare activities, such as doing some useful things for the elderly and children, holding some social gatherings for new and old customers every year, and investing less in public welfare activities, it can produce good results and increase the hotel's popularity. , reputation, the hotel's popularity increases, and its economic benefits will also increase. The public relations and marketing department should frequently visit old customers and listen to their opinions. Their suggestions can guide our production and improve our services. Establish customer files. For important VIPs and large customers, we must have complete customer information, such as the owner's preferences and taboos. The reception staff should keep them in mind and cater to their preferences. All employees participate in marketing and everyone cares about operations. For public relations marketing, the commission should be increased, and those who can do more work should be allocated commissions for meetings and customers brought in. The salary of public relations personnel should be linked to the benefits. Only in this way can the enthusiasm for public relations be effectively stimulated and economic benefits can be created for the hotel. We must keep in mind the 80 and 20 rule. 80% of our profits come from 20% of our customers, so the focus of our public relations should be on these 20% of customers. For these 20% of customers, we must spend 80% of our public relations expenses and energy. Regularly hold food festivals in different regions and do a good job in promoting large-scale festivals. For example, the production of Mid-Autumn mooncakes, the delivery of Spring Festival gifts, the processing of clean vegetables, etc.; the training and output of catering management, the housekeeping services of chefs, etc. are also ways to increase the efficiency of Likou Hotel.

6. Safety and hygiene are the top priority of the hotel. Safety production is the top priority in the work. Safety production must be given top priority; without safety, there is nothing, and there is no economic benefit. "Hidden dangers are more dangerous than open fires, prevention is better than disaster relief, and responsibilities are heavier than Mount Tai." This shows the importance of prevention, so we must sound the alarm and not be careless. Establish a safety inspection system in the catering department. Staff must be present during business hours and strictly check records after work to ensure nothing goes wrong. The kitchen is highly electrified, so you need to pay attention to personal safety to prevent cuts and burns; there are many noodle-making machines, and you need to operate them strictly according to the operating level to prevent machine injuries; there are also many safety hazards in restaurants, such as carpets, electrical appliances, cigarette butts, etc. More attention should be paid. Pay attention to traffic safety when going out. At work, we must prevent food poisoning accidents and prevent artificial poisoning, which requires our employees to have noble ideological consciousness and moral sentiments. At the same time, we will increase the security inspection system for people entering and exiting to prevent employee theft and control of outsiders. Some operators only pay attention to the decoration and grade of the restaurant, and sometimes ignore the hygiene requirements. In fact, hygiene management is also very important, especially the hygiene of the bathroom. More importantly, why do you say this? If the hygiene of the bathroom is very good, then other hygiene of the hotel will be better! Neat hygiene will leave a good impression on customers. Food hygiene is also very important. We must not relax at all times. We must strictly abide by national and local laws and regulations, and put the food health of our customers first! Personal hygiene cannot be ignored. The work clothes of employees are the highlight of our hotel and the basis for establishing the internal image of the hotel. Good personal hygiene is also a reflection of professional ethics. 7. Team spirit is the need for hotel development. Team spirit is the embodiment of hotel culture, the cohesion and centripetal force of the hotel, and the perfect execution ability of employees. Employees are the profit creators of the enterprise. We managers must act based on the principle of superiors serving subordinates and manage with the idea of ??"customers first, employees first" so that government orders can be smooth. When working, we must work based on the principle that the previous process serves the next process, and the next process is the inspector of the previous process. Employees are the most ordinary members of a hotel, but their stability is related to the development and future of the hotel. Hotels must always think about their employees, so that employees can work with peace of mind, give their best, be dedicated to their jobs, make the store their business, and better serve the hotel. The hotel's business philosophy and cultural orientation must be deeply integrated into the thoughts and actions of every employee. Make a good hotel development plan, provide a platform for employee development, and design the future. Increase employees' cultural and sports activities and competitive games to form a good atmosphere of cooperation and team spirit. Every employee is a member of the team and should be proud of the team.

8. Training is the driving force for hotel development. Hotel development is inseparable from the hotel's employee training. Only by establishing a good training policy mechanism can our employees continuously improve their own quality and work ability. Use the break time before or after work to provide corresponding training to employees, so that employees understand the principles of being a good person in advance. Starting from the hotel's rules and regulations to the hotel's later development training, employees can gradually develop the habit of learning and constantly purify and improve themselves. Make every employee adapt to the development of the hotel, thereby cultivating excellent employees. Only through continuous training can employees make progress, reflect hotel culture, show good team spirit, and achieve sustainable development of the hotel.

In summary, as a catering business, things are changing rapidly, and the number of guests we receive is also uneven, which requires us to be flexible and changeable in our work. Only by summing up experience in the continuous operation process, improving the management mechanism, improving competition awareness, and improving employee benefits can we remain invincible in the competition and create a century-old hotel! The development of the hotel is related to the future of the hotel. Hotels must always think about their employees, so that employees can work with peace of mind, give their best, be dedicated to their jobs, make the store their business, and serve the hotel better. The hotel's business philosophy and cultural orientation must be deeply integrated into the thoughts and actions of every employee. Make a good hotel development plan, provide a platform for employee development, and design the future. Increase employees' cultural and sports activities and competitive games to form a good atmosphere of cooperation and team spirit. Every employee is a member of the team and should be proud of the team.