How to write a hotel service management plan

Hotel Service Management Plan

1. Job Responsibilities of Restaurant Supervisor

1. Conscientiously implement the intentions of the catering department manager and actively implement the work tasks and daily operations of each period Work.

2. Have the spirit of making more contributions to the hotel, constantly improve management, and strive for excellence in business.

3. Develop service standards and working procedures for the restaurant.

4. Conduct regular business training for subordinate employees, continuously improve their business quality and service skills, and understand their ideological trends.

5. Hospitality customers with enthusiasm and a humble attitude, properly handle customer complaints, continuously improve service quality, strengthen on-site supervision, insist on front-line command during business hours, and promptly discover and correct problems arising in service. Establish good relationships with guests and convey guest feedback on food to the Head Chef for improvement.

6. Strictly manage the restaurant’s equipment, materials, utensils, etc. to ensure that the items are consistent and maintain the required integrity rate.

7. Keep tableware and utensils clean and hygienic, and maintain a hygienic environment in the restaurant.

8. Do a good job in restaurant safety and fire prevention.

9. Keep a good work log, do a good job in shift handover, and make a good work plan and work summary.

2. Responsibilities of the foreman:

1. Accept the assignment from the restaurant supervisor and be fully responsible for the work of the team.

2. Lead by example, have a strong sense of responsibility and dare to manage.

3. Assist the restaurant supervisor in formulating the service standards and working procedures of the restaurant.

4. Reasonably direct and arrange manpower, and manage the work shifts of the personnel in this shift.

5. Check the attendance status of the staff in this shift, check whether the preparation work is qualified and ready, conduct assessment and registration of the waiters' work, discipline and other aspects on the day, and report it to the supervisor in a timely manner.

6. Handle service problems and guest complaints and report to the restaurant supervisor.

7. Cooperate with the restaurant supervisor to conduct business training for subordinate employees, and continuously improve employees’ professional knowledge and service skills.

8. Do a good job in the safekeeping of the team’s belongings and the hygiene of the restaurant.

9. Pay attention to the movements of guests at all times, and supervise employees to treat guests proactively, enthusiastically and politely.

10. Require waiters to be familiar with the characteristics of dishes and be good at selling dishes and drinks.

11. Complete matters temporarily assigned by the restaurant supervisor.

12. Responsible for keeping a work diary and completing handover procedures.

3. Responsibilities of the greeter:

1. Keep abreast of the day's table reservations and restaurant service tasks, and arrange the tables accordingly.

2. Accept temporary reservations from guests.

3. Responsible for taking guests to the restaurant and greeting them.

4. Be neat and tidy and do not leave your post without permission.

5. According to different guests, reasonably arrange the dining seats they like.

6. Answer guests’ questions about food and hotel facilities, collect relevant opinions, and report them to the restaurant supervisor in a timely manner.

7. Politely decline to allow non-dining guests to visit the restaurant and disheveled guests to dine in the restaurant.

8. Ensure the area is hygienic and make all preparations.

9. When the restaurant is full, politely explain clearly to the guests. We will also warmly contact or introduce guests to other restaurants in the hotel.

4. Waiter Job Responsibilities:

1. Arrange the restaurant and tables according to specifications and standards, and make preparations before the meal.

2. Ensure that the tableware, glassware, etc. used are clean, hygienic, bright, and without chips. Tablecloths and napkins are clean, crisp, without damage or stains.

3. Welcome guests to their seats according to service procedures, assist guests in ordering dishes, and introduce special or seasonal dishes to guests.

4. Keep your appearance neat and tidy, and do not leave your post without permission.

5. Patrol the station frequently, provide various services according to procedures, collect and remove tableware in a timely manner, and change cigarette cups frequently. Good at selling wine and beverages.

6. After the meal, do a good job in cleaning the restaurant.

7. Be familiar with the contents of the menu and drink cards, such as: food preparation methods, etc.

8. Do the finishing work after the meal.

5. Job Responsibilities of Food Runner:

1. Do a good job of cleaning tableware and utensils and putting them in the cabinet before business to ensure they are easy to use when serving meals.

2. Prepare the ingredients and serving utensils for various dishes before the meal, and actively cooperate with the chef in the work before serving the dishes.

3. Understand the characteristics, names and service methods of dishes, and deliver various dishes to the front desk accurately and quickly according to the time requirements of the front desk.

4. Understand the checkout method and keep the order properly for review.

5. Assist the front desk staff with pre-meal preparation, post-meal service and post-meal finishing work.

6. Assist the head chef to control the quality, such as the shape of the plate, the hotness and coldness of the dishes, etc.

7. Assist the front desk staff to communicate information between the front and back offices.

VI. Chinese restaurant service specifications and service procedures

I. Lunch meal operating procedures

(1). Lunch meal service requirements

1. Understand the types of food available on the day (e.g. soup, seafood, seasonal dishes, desserts, fruits, special introductions, and sale items).

2. Prepare ingredients: (soy sauce, pepper, boiling water, order menu, hot towel, tray, etc.).

(2) Inspection work before meals

1. Participate in the regular meeting before class and follow the work arrangements for the day.

2. Check appearance and appearance.

3. Table decoration:

The tableware is neat and uniformly placed, clean and without chips, and the tablecloth and tablecloth are not damaged or stained.

4. The arrangement of tables and chairs:

The chairs are clean and dust-free, the chair surfaces are free of stains, and the tables and chairs are aligned horizontally and vertically or in a pattern.

5. Workbench:

The sideboards and trays should be neatly arranged and the sideboards should be arranged neatly and without any skew.

6. Check the flowers and plants.

7. Check the ground.

(3). Greet guests

1. Greeter

When guests enter the restaurant, the greeter will bow (around 30℃)

Solicit guests enthusiastically: "Welcome, Mr./Ms., who are you?"

The tone is cordial, making the guests feel special respect.

2. Restaurant waiter

(1) Stand to welcome guests

Five minutes before the meal begins, wait at your own post to greet the meal. Guests should stand upright, without relying on any objects, with their feet not crossed, and their hands naturally folded in front of their abdomen. They should be dignified and full of energy.

(2) Pull up the chair and give up the seat

The waiter should assist the greeter to seat the guests. When pulling up the chair, pay attention to the female guests first, then the male guests.

(3) If the guest needs to undress, help the guest hang up the clothes.

(4) Service during the meal

Pass the towel from the right side of the guest and say "Sir/Ms., please use the towel." Then ask the guest: "What kind of tea do you like to drink? We have scented tea, oolong...".

2. Add or remove tableware

3. Pour tea:

Put the teacup and saucer on the tray, pour the tea until it is eight minutes full, and pour it from the guest’s right Pass it sideways.

4. Drop the napkin and take off the chopstick covers:

Untie the napkin and gently place it on the guest's legs. If the guest leaves temporarily, fold the napkin into a triangle and flatten it. Place it on the right side of the dining table.

5. Serve the condiments to the guests:

Put the condiment plate on the tray and pour it.

6. Collect small towels:

Use towel clips to put them into the tray one by one and take them away (can be done together with item 5).

7. Ordering:

1) Introducing the dishes:

After the guest looks at the menu for a moment, he goes up to him and asks with a smile: "Mr. "Miss, can you order now?"

"Sir/Miss, what would you like to order?" "We have some pretty good dishes. Please try some special varieties today." Okay?" If the dish the guest ordered is not served, you should apologize and say "I'm sorry" and suggest ordering other similar dishes.

2) Promote exquisite products:

Sell the same dishes.

After ordering food and drinks, pay attention to repeating the order to the guests and ask if there are any mistakes or omissions.

8. Take back the menu and drink list:

The foreman and greeter will put them at the welcome desk for backup.

9. Placing an order:

When placing an order, the first copy should be handed over to the cashier; the second copy should be stamped by the cashier and handed to the bartender or the waiter to the kitchen. , as a voucher for picking up drinks and food; the third coupon is used by the waiter to make a reservation, and this coupon can be kept.

10. Use trays to accurately deliver drinks to each guest according to the table number on the order.

11. Don’t keep the guests waiting for the first course, no more than 10-15 minutes at most. If the time is longer, say “sorry” to the guests in time to express your apology. If a guest is in an emergency, he must contact the kitchen and order the food as soon as possible.

12. When serving dishes, you should politely say to the guests: "I'm sorry to keep you waiting."

13. Serving order:

Cold dishes, hot dishes, staple food or snacks, sweets, fruits.

The waiter in the preparation room of each meal should cancel a dish on the third link. Pay attention to the name of the dish when you go on stage.

14. When serving the last dish, you should take the initiative to tell the guest, "Sir/Ms., your dishes have been served" and ask the guest if they want to add anything.

15. After the dishes are served, pass the dessert and fruit introduction sign to the guests and introduce various desserts and fruits to the guests.

16. Patrol:

⑴ If there are two or more cigarette butts in the ashtray, they should be replaced immediately.

⑵ Remove empty dishes, empty soup bowls and empty wine bottles.

⑶Replace the bone plate promptly.

⑷Add wine, beverages, etc. in time.

The waiter should be responsive to all requests, answer all questions, have a kind attitude, friendly language, and attentive service. He should meet the guests' requests before they ask. Pay attention to guest dynamics at all times and handle emergencies in a timely manner.

17. Collecting and removing dishes and tableware:

Dishes and dishes can only be collected and removed with the guest’s consent (except for empty dishes). When the guest agrees, they should be on the right side of the guest. Collect and withdraw items one by one (if packing is required, this can be done at the workbench) first with cashiers, glassware, and then tableware.

18. Serve hot tea:

Provide tea service (use tea bowls).

19. Serve desserts and fruits

Serve desserts

Serve fruits: Before serving fruits, you should consider the variety of fruits, such as pie plates, knives, forks, and small spoons. Soup etc. (Knife on the right, fork on the left)

20. Hand over a small towel

21. Checkout:

Use the checkout clip when checking out. To the right of the guest, politely say: "Thank you, Mr./Ms. Total *** yuan." Pay attention to the receipt and payment when collecting and making change, and the money should be counted in person.

22. Pull up a chair to see guests off:

Thank the guests, send them to the door of the restaurant, welcome them to come again, and remind them not to leave items in the restaurant.

(5) After-meal inspection and finishing work

1. After the guests leave, you should promptly check whether there are burning cigarette butts and whether there are any items left behind.

2. Collect and remove tableware:

(1) First arrange the dining chairs to maintain a clean and unified style in the restaurant.

(2) Collect napkins and small towels first, then cashiers, glassware, and tableware.

3. Clean up the site, rearrange the environment, and restore the restaurant to its original appearance.

4. Preparing tableware:

During the service process, try to address the guests by their last names.

Meal preparation room work specifications:

1. Meal preparation:

(1) Dress as required, arrive at work on time, and accept work assignments from the foreman .

(2) Collect tableware, utensils, various condiments and condiments, and prepare a clean dining cart and clean rags.

(3) Put the rice into a clean insulated rice bucket.

(4) Prepare silverware for dining.

(5) Prepare clean trash cans.

(6) Ensure that the food aisle is smooth and the ground is not wet or slippery.

(7) Attend the pre-dinner meeting on time to understand the work content.

2. Service during the meal

(1) After everything is ready, stand at your post and wait for the order.

(2) After receiving the order, according to the requirements of the front desk time, quickly deliver the order to the relevant points in the kitchen (cold dish room, hot dish kitchen, pastry room, fruit room, etc.) in order. Dishes service.

(3) Run the dishes quickly to prevent them from getting cold. For some dishes that do not meet the quality and specification requirements, you should report it to the head chef (such as the dishes are cold, poorly plated, and the color is not good, etc.)

(4) Every time a dish is served, it must be reported in the order Log out this dish and review the completed order to avoid mistakes.

(5) Deliver each dish to the table quickly and accurately.

(6) Assist the waiter to change tableware, arrange wine bottles, add tea, and keep the food running table neat and clean.

3. Finishing work

(1) Scrape the used tableware and stack them neatly, and put all kinds of beverage cups, water cups, and wine glasses upside down into the baskets In the rack, sort and arrange all kinds of silver tableware, and transport them to the washing room for cleaning and disinfection if needed. Put the stainless steel tableware, chopsticks, and chopstick holders into the baskets in categories, send them to the washing room for cleaning, take them back immediately, wipe them, and put them in the prescribed place. Keep the place properly.

(2) Shake out all kinds of tablecloths, small towels, mouthcloths and other linens and put them neatly away. After counting, fill in the cleaning form and send it to the linen room for cleaning, and according to the number received Bring the clean cotton fabrics back to the foreman.

(3) Clean the backstage, floor, water boiler, pool, workbench, and work cabinet, and keep the rice thermos bucket bright.

(4) Clean the small warehouse and place all items neatly.

(5) After emptying the trash can, clean it and put it back in its original place.

(6) Assist restaurant waiters in preparing meals, such as setting up tables, etc.

(7) Collect ingredients, packing boxes, packing bags, mine wax, solid alcohol and other items.

(8) Wash the teapot.

7. Banquet Reservation Service Procedure

1. For some old customers, in order to maintain the established contact, some discounts can be appropriately given when booking, and detailed information can be provided to new customers. Hotel presentations and information to increase guest interest and establish connections.

2. Establish guest relationship files (guest history files).

3. Do a good job in sales visits and banquet reservations.

4. Ask guests for their opinions on service and dishes.

5. Check whether the table type and dishes meet the special requirements of the order.

6. Responsible for answering guests’ inquiries about the restaurant.

7. Understand guests’ opinions and tastes on dishes, make friends with guests, and follow up on services.

(1) Job Responsibilities

1. Banquet reservation personnel should have a comprehensive grasp of various information about the hotel, including menus, banquet formats, acceptance conditions, prices, etc.

2. Try to understand and satisfy the guests' inquiries and requirements, and accept the guest's reservation without losing any opportunity.

3. When accepting reservations, you must: use polite language; fill in orders in a procedural way; assign special requests to people; and implement each post in an organized manner.

4. The clothes are neat and tidy, the language is courteous, the items are reserved, the records are clear, and the orders are placed in a timely manner.

5. Seek truth from facts and refrain from cheating or cheating for personal gain.

6. Stick to your position, actively sell and increase customer base.

(2) Banquet reservation work procedures:

Morning shift

1. Dress according to hotel regulations and arrive on time.

2. Check the shift handover records and deal with unfinished matters.

3. Check banquet and team meal change notices, and send them to each business location accurately and quickly.

4. Check banquet records and send banquet notices to each restaurant, kitchen, bar, general manager's office, lobby, front desk information desk, guest rooms and main bar.

5. Warmly receive reservation guests and handle reservation procedures.

6. Arrange the banquet venue and menu for today and the next day, copy the banquet menu for today, and send it to relevant departments in a timely manner.

7. According to the team meal notice for the next day, fill in the team meal form for the next day and send it to the relevant department.

1. Take turns to eat in the staff canteen.

2. Continue to accept banquet reservations and process temporary change notices.

3. Keep a shift diary and handover with night shift employees.

4. Participate in regular meetings before class.

Evening shift:

1. Dress as required and arrive on time.

2. Check the shift record and deal with unfinished matters.

3. Check the changes to dinner banquets and team meals, and notify relevant departments clearly.

4. Accept banquet business negotiation matters, organize, tabulate, fill in notices in a timely manner, and send them to relevant departments.

5. Check the arrangements of the banquet venue, copy the menu, and submit it to the relevant departments.

6. Check the changes in team meals for the next day, and promptly notify relevant departments if there are any changes.

Work before get off work:

1. Take turns going to the restaurant for dinner.

2. Organize the team notices for leaving the store the next day and those for the upcoming arrival.

3. Check the check-out schedule for the next day and pay attention to whether there are any requirements to have breakfast in advance and bring a lunch box.

4. Fill in the next day’s banquet report, banquet notice, reports and related notices.

5. Fill in the shift diary.

(3) Banquet Department Service Procedures:

(1) Banquet Layout:

1. Arrange according to the form and size of the restaurant, the distance between tables Appropriate, so that it is convenient to walk through to serve food and drinks, and the layout is reasonable.

2. The main table should be placed facing the main door of the restaurant so that it can have an overview of the entire hall.

3. The size of the main table should be determined according to the number of diners.

4. Focus on the main stage.

(2) Positioning specifications:

1. Place the turntable in the center of the table, and place the flower pot in the center of the turntable.

2. For important banquets, flowers, plants, red velvet cloth, and drawn yarn should be placed in the center of the stage; wax tables and other accessories should be placed at appropriate locations in the center of the stage (center positions on both sides based on the front and back hosts facing each other), and other decorations should be placed around the sides of the stage. Stage skirt;

3. The decorative plate should be 2cm away from the edge of the table.

4. The tail of the chopsticks is parallel to the bone plate, and the chopstick rest is parallel to the flavor plate.

5. The small bowl and the flavor plate should be aligned with the center line of the decorative plate. The spoon should be to the left and should be in a straight line with the center line of the flavor plate.

6. Place the dinner flowers on the bone plate.

7. The rummy glass is aligned with the center line of the decorative plate. The beverage cup is placed on the left side of the rummy glass, and the spirit glass is placed on the right side of the rummy glass. The three cups are in a straight line, and the distance between the bottoms of the cups is 1.5cm. If the guest requires other foreign wines, , that is, change to an appropriate wine glass.

8. Place four ashtrays on each table in the shape of a cross, two of which are placed to the right of the host and deputy seats respectively.

9. Place four toothpick cups on each table in a cross shape, spaced between four ash cups.

10. Everyone should be placed at equal distances.

11. The menu is uniformly placed in front of the main and secondary seats.

(3) Appearance

1. The hair is neat and not messy. For example, the waiter’s hair is not shawl and he wears a uniform headdress. The male waiter’s hair must not go past the ears, and the baseline of the back hair is no more than the collar. .

2. Dress according to hotel requirements, clean and straight, leather shoes polished, and socks undamaged.

3. Waitresses should wear light makeup when on duty. They are not allowed to wear accessories during duty hours, and they are not allowed to spray too strong perfume.

(4) Preparation work

1. According to the banquet reservation form, clearly understand the reception objects, banquet name, nationality, identity, living habits, number of people, banquet time and any special requirements .

2. Arrange the table according to the banquet table setting requirements.

3. Check the tableware received by the general one by one to ensure that it is clean, bright and has no chips.

4. Prepare a sufficient number of small towels, fold them and put them in the towel cabinet for later use.

5. According to different requirements and the number of people, prepare a sufficient amount of drinks, condiments, fruits, dried fruits, matches, and cigarettes. Small gifts for guests should be neatly placed in the prescribed positions, and various drinks should be Refrigerate, use ice tubes for white wine, prepare enough ice buckets and ice cubes for brandy and whiskey, and prepare warm bottles and wine glasses for added wine.

6. Attend the pre-class meeting on time.

7. Recheck your own table 10-15 minutes before the banquet and tidy up your appearance. If it does not meet the requirements, correct it as soon as possible (uniforms are required to be neat and crisp, appearance dignified and generous, and full of energy), important Wear white gloves at banquets.

8. Before the banquet is about to begin, serve the cold dishes and seasonings. When serving the cold dishes, pay attention to the color and texture, and arrange them evenly on the turntable.

9. Serve sweet wine ten minutes in advance for large banquets.

10. Stand at the designated position and wait for the guests.

(5) Welcome guests

1. Stand at the door of the hall to greet guests. Multiple banquet tables should stand in designated positions and are not allowed to whisper or stand leaning.

2. When guests enter the restaurant, greet them with a smile, use honorifics and actively greet them according to their different identities and ages. At the same time, pull out a chair to invite guests to sit down and put on a small towel.

3. If the guest arrives early or has made an appointment to meet the guest in advance, the guest can be asked to rest in the lounge and the welcome tea can be served to the guest in time.

4. If the number of guests at the banquet increases or decreases, trays should be used to add and remove tableware and food. At the same time, notify the kitchen to increase or decrease the quantity of food.

(6) Service between dinners

1. After the guests are seated, immediately help them remove their chopstick sets.

2. Drink service:

(1) Ask the guests for their opinions before pouring wine for them. Generally, it is appropriate to fill the cup eight-fifths full. When pouring white wine and colored wine, , you should pour the colored wine first, then the white wine. When the guest expresses that he does not need a certain kind of wine, the empty glass should be removed. When pouring brandy or whiskey, only fill one or two parts of the glass. When the guest needs ice cubes, he should bring the ice tongs with him. Provided promptly.

(2) Pour the wine clockwise starting from the guest of honor, and follow the principle of first the guest of honor, then the host, and first the female guest, then the male guest.

(3) If the guest and host are making speeches, all waiters should immediately stop serving, keep the venue quiet, and pay attention to whether there is wine in the guest's glass. When the guest stands up to toast, he should quickly pick up the wine bottle and prepare it. To add wine to the guests, such as when the guest of honor is delivering a speech at a large banquet, one or two glasses of sweet wine should be prepared on a tray and served when a toast is needed after the speech.

(4) When a guest stands up for a toast or a toast, you should help the guest pull out the chair. When the guest is seated, push the chair forward. Pay attention to the safety of the guest.

3. Serving service:

(1) Serve the dishes in order, cold dishes first, hot dishes last, soups, meals, desserts, fruits, and hot dishes should be hot. Cold dishes should be cold, and dishes with different cooking methods should use different tableware. For large banquets or important banquets, there should be a dedicated person to direct them, so as not to cause them to be served in the morning, late, or missed, which will affect the effect of the entire banquet.

(2) When serving dishes, old dishes must be removed first and can only be removed with the consent of the guests. Opinions must also be sought when replacing the bone plates. If the guests indicate that they still want to use them, serve new dishes. You can place it on the right side of the guest first. When the guest's old dish is used up, remove the empty dish and then move the new dish in front of the guest.

(3) Every time a new dish is served, the name of the dish must be stated clearly. For example, when dividing dishes at a table, move flowers before serving the dish. If there is no dish or after the dish is served, send flowers .

(4) When dividing dishes, be bold and careful, move quickly, make sure the portions and number of pieces are even, and clean and tidy. All chicken, duck, fish, etc. have shapes and colorful dishes. When serving dishes, you should face the host. Mainly, the head is placed in the prescribed position from the front to the tail, the back, the outside and the inside.

(5) If the dishes are served with condiments, the condiments should be served first and then the dishes.

(6) When serving dishes, the guest of honor should be served first, and then proceed in a clockwise direction. If there are female guests, the dishes should be served first, then the male guests.

(7) After serving the snacks, remove the sauce plates, spoons, chopsticks, chopstick holders, and towel dishes.

(8) After serving the sweets, serve tea, move the toothpick cup to the turntable, and signal to the guests.

(9) According to different fruits, provide guests with knives, forks or spoons, a second small towel, and a fruit plate.

(10) After using up the fruits, clean the turntable and put flowers again to indicate the end of the banquet. At the same time, keep adding tea to the guests.

(11) During the entire banquet, according to the requirements of the guests, the food should not be served too quickly. Generally, the banquet time is about 1.5 to 2 hours from start to end.

4. If a guest's chopsticks, mouth cloth, etc. fall on the floor, you should immediately replace the guest with clean ones and take away the dirty ones.

5. During the banquet, if a guest knocks over a tea cup, drink cup, etc. and soils the countertop or the guest's clothes, quickly use a cloth or small towel to help the guest wipe it away if it falls on the countertop. You can use toothpicks or chopsticks to pick up the dishes on the plate and take them away, and use a clean cloth to spread on the dirty parts of the table.

6. There should be no more than three cigarette butts in the ashtray. When you find one, cover the dirty ashtray with a clean ashtray and remove it, and then put the clean one next to it.

7. If a customer orders dishes such as boiled shrimps and crabs that are eaten directly with the hands, a handwashing cup should be prepared for the customer in a timely manner.

8. If you have an emergency or need to call a guest, you should contact the person organizing the banquet.

(7) Checkout and seeing off guests

1. Count the drinks, cigarettes, fruits, check the number of people at the banquet, standard, plus the working meal expenses of the escort and driver, the cumulative total is Guests check out.

2. When paying the bill, if it is cash, you can pay it to the cashier immediately; if the bill is signed by a hotel guest, the house card must be checked, and the guest must answer his name before handing it to the cashier. If it is a company banquet, when signing the bill, check the work ID of the person signing the bill, then hand the bill to the cashier, get the change, and present the bill to the guest in a cashier folder together with the bill, express gratitude to the guest, and then take it back Cashier folder, take a step back and then turn around.

3. When the guest proposes that the banquet is over, the guest should be reminded to bring the items he brought with him, hand over the kept items to the guest, pull up the chair to see the guest off, and follow the rules of walking in front when greeting guests and walking in front of seeing off guests. The last principle is to send guests off warmly.

(8) Closing and cleaning process

1. Check the table and floor to see if there are any items left by the guests. Return them to the guests in a timely manner after picking them up. The restaurant foreman and supervisor handle it.

2. Check whether there are burning cigarette butts on carpets, tablecloths, and chairs.

3. Sort cloths, towels, cups, tableware, silverware, etc. in order, place them neatly and send them to the catering team for washing to prevent them from being broken due to friction and improper placement. Silverware An inventory must be carried out to make sure there is nothing missing.

4. Return the remaining drinks to the bar and complete the refund procedures.

5. Clean the site, set up the dining table, spread the tablecloth, wipe the turntable, and vacuum the carpet.

6. Organize all kinds of utensils and place them neatly according to the prescribed positions.

7. Organize the workbench, turn off various electrical equipment, accept inspection by the foreman, turn off the lights, lock the door, and hand over the keys to the security department.

8. Fill in the business records

4. Responsibilities of each position in the banquet department:

(1) Banquet Department Supervisor

1. Familiarity Bookings for various banquets.

2. Accept the work assigned by the catering department manager, complete various indicators and daily operations of the department, and host each pre-shift meeting.

3. Follow the hotel’s operating policies and procedures and perform other duties as required.

4. After receiving the assigned tasks, arrange banquet services and arrange various tasks personally.

5. Strictly manage the restaurant’s equipment, materials and utensils, etc., so that the accounts are consistent and the required integrity rate is maintained.

6. Cooperate with the chef and catering team to ensure punctual and correct service.

7. Handle customer complaints and establish good relationships with customers.

8. Conduct regular business training for subordinate waiters, continuously improve the professional quality and service skills of employees, pay attention to employee discipline and service attitude, understand employees' thoughts and emotions, and conduct on-site training.

Skill requirements:

1. Be familiar with the work processes of each department in the catering department and maintain good relations with each department.

2. Have good interpersonal relationships and do a good job in food promotion.

(2) Banquet Department Foreman:

1. Accept the work assigned by the banquet supervisor, be fully responsible for the work of the team, record the types of dishes and wine provided every day, and strictly follow the operating procedures Receive guests.

2. Check the work performance of employees in this group at any time, correct problems in a timely manner and play a leading role. Accurately provide the best service to guests.

3. Check the appearance of employees in this group. Those who do not meet the requirements and standards will not be allowed to work.

4. Participate in various business trainings regularly.

5. Arrange employees' work shifts according to customer conditions, and be responsible for checking the attendance of employees in this team.

6. Handle service problems and customer complaints, report to the restaurant supervisor, and attend the pre-shift meeting on time.

Skill requirements:

1. Memorize the entire contents, name, price, origin, etc. of the wine list, menu, and beverage list.

2. Understand the working procedures of banquet service and be able to operate according to the needs of guests at any time.

3. Have English conversation skills and the ability to supervise subordinates to work according to standards.

4. Set an example for employees and conscientiously complete service tasks.

(3) Banquet Department Waiter

1. Accept the work assigned by the foreman and arrive at your post on time.

2. Make all preparations before the meal according to specifications and standards.

3. Make sure the tableware and utensils are clean, hygienic, bright and not damaged.

4. Carry out customer service according to service specifications and operating procedures.

5. Do the finishing work after the meal.

6. Attend the pre-class meeting on time.

4. Service procedures for waiters in the banquet department

(1) Preparation before meals:

1. Dress as required, arrive on time, and accept the foreman’s assignment Work.

2. Receive tableware, utensils, various condiments, condiments, prepared and clean wine carts, dining carts and clean rags according to the banquet notice.

3. Heat a small towel, prepare tea supplies, and prepare silverware for the banquet.

4. Clean the trash cans and keep the food aisles clear (the ground is not wet or slippery).

5. Attend the pre-dinner meeting on time to understand the work content.

(2) Service during the meal

1. After the preparations are completed, stand at your post and wait for the food to be delivered.

2. After receiving the notification of food delivery, according to the front desk time requirements, quickly notify the relevant points in the kitchen and deliver food in order.

3. Run the dishes quickly and check the quality and specifications of the dishes.

4. After finishing a dish, you must log out of the order and double-check it clearly to avoid mistakes.

5. Deliver each dish to the waiters in each banquet hall quickly and accurately.

6. Assist the waiter in changing tableware, tidying up the workbench, and cleaning up wine bottles.

(3) Finishing work

1. Stack the replaced tableware, utensils, and cups neatly and send them to the washing room for cleaning. Arrange the silverware, chopsticks, and chopstick holders after cleaning. preservation work.

2. Shake out the debris from tablecloths, tablecloths and small towels, tie them neatly, count the number, fill in the cleaning form and send it to the linen house for cleaning, and return the clean cotton fabrics to the foreman for storage.

3. Vacuum carpets and clean backstage passages.

4. Clean workbench, pool, work cabinet, etc.

5. Clean the dining car and warehouse, place them in the designated places, and arrange the items neatly.

6. Clean the trash cans and put them in place.

7. Assist the waiter in preparing the next meal.

5. Job responsibilities of banquet department waiter:

1. Carry out cleaning work according to restaurant hygiene standards.

2. Responsible for the preparation work before serving food for each banquet.

3. Understand the characteristics, names and service methods of dishes, and prepare dishes according to banquet requirements.

4. Understand the checkout method and keep the notice for verification.

5. Assist the waiter at the desk with pre-meal preparation, meal service, and post-meal finishing work.

6. Assist the head chef to control the quality of dishes.

7. Assist the desk attendant to communicate front and back-end information.