Details of Article 28 of Hotel Catering Service Process

1, site selection: Many well-known catering enterprises rank site selection as the first in their successful high-level speeches (it should be pointed out that the radiation area of a single store is limited, so don't blindly choose the site); 2, product positioning: that is, what kind of products you need to buy (according to the surrounding environment and potential consumer groups); 3. Business characteristics: such as food delivery, fast food, hotels, etc. 4. Develop product series and product varieties according to product positioning and enterprise positioning, such as seafood series and hot pot series, such as sea cucumber and hamburger. 5. Necessary start-up fund support. 6. Marketing plan: such as promotion plan of catering salesman, food advertisement, store image advertisement, etc. 7. Decoration scheme: based on the enterprise positioning and product positioning, combined with the layout of the house. 8. Recruitment: Initially, according to the employment demand of 120%. 9. Choose raw material suppliers: it is best to keep more than two suppliers for a single product. 10. Choose the equipment according to the layout of the business premises and the necessity of the equipment: it can be judged by the scheme provided by the chef who comes to work first. 1 1. After completing the above projects, it will start business after replenishing the necessary minimum inventory. 2009-08-25 2 1:28 Hotel Management Scheme The modern management of the hotel is a scientific systematic project, which not only needs brand-new ideas and scientific management mode, but also pays more attention to internal division of labor and cooperation, which is the so-called team spirit. Therefore, all departments should not only follow the work rules of each post, but also pay special attention to the close cooperation between departments in the implementation process after the introduction of this plan. 1. (September-65438+February) Planned economic indicators (1) Overall hotel indicators: turnover () million yuan, net profit () million yuan. (2) Task allocation of each department 1, catering for two meals: (1) turnover 10000 yuan; (2) Gross profit margin%; Three meals: (1) Deal 1 ten thousand yuan; (2) Gross profit margin%; Eighteen meals: (1) deal 10000 yuan; (2) Gross profit margin%. 2. Room turnover (1) ten thousand yuan (2) gross profit margin%. 2. The hotel's economic income from room service mainly comes from three parts: first, room income; The second is diet income; The third is the income from supporting services; Among them, room income is an important source of hotel income. From the profit analysis, the operating cost of room income is less than that of catering and commodities, and room profit is also the main source of hotel profits. In the process of operation and management, it depends on room management, mainly including the following aspects: 1, scientifically and reasonably planning and organizing the operation of the room department: in the process of room management, the front office is at the starting point, responsible for the sales of rooms, and the room department is in the middle, responsible for most services during the stay. During the stay, guests stay in the room for the longest time, and have many opportunities to contact and enjoy long-term room service. Therefore, hotels should invest corresponding manpower and equipment consumption, and how to organize reception services scientifically and reasonably, that is, to ensure service quality, meet guests' needs and improve room occupancy rate. It also increases the consumption of materials and business income, strengthens the supervision of room service, ensures the quality of reception service and room arrangement, and maintains a reasonable proportion, which is an important content of room management. Therefore, first of all, we should make the plan of housekeeping department according to the overall planning of the hotel, determine the service quality, labor quota, material consumption and other indicators, and make a good manpower deployment plan. At the same time, it is necessary to formulate and implement various rules and regulations to ensure the realization of various indicators. The supervision in the process of room service is an important link to ensure the service quality. First, it is necessary to strengthen the organization and leadership of each team, strictly implement various rules and regulations, strictly check every procedure of service personnel, and implement the system of head waiter, manager, quality inspector and room service director, so as to check one level at a time; Second, strengthen the contact between departments and transmit information in time. Room management does not exist in isolation, and needs to be coordinated with other departments to form a unified whole to ensure the normal operation of business activities; Third, take the initiative to understand the guest's reflection, handle the guest's complaints in time, strengthen the feedback channel, and do a good job in reception service. The quality of room management ultimately depends on the satisfaction of guests. We should pay attention to analyzing the types of guests, studying their psychology, grasping their opinions and needs at any time, finding out the universal problems and changing rules of their needs, grasping the internal relations and basic links in the process of room service, and constantly improving the service quality. 2, strengthen the construction of staff, improve the overall quality of employees. The nature of the front office and housekeeping department is to provide services directly to guests. Service quality directly affects the management and service level of the hotel. Therefore, strengthening the construction of staff and improving the overall quality of staff is one of the keys to ensure the smooth development of domestic work and improve service quality. First of all, we should continue to educate employees, make them love their jobs and cultivate their interest in specialties, so as to stimulate their initiative and enthusiasm, educate employees to establish noble professional ethics and the consciousness of serving guests wholeheartedly, educate employees to establish strict organizational concepts and consciously abide by national laws and regulations and hotel rules and regulations. At the same time, constantly improve the professional quality of employees, because this is the basic condition to improve the hotel's work efficiency and service quality. Therefore, on the one hand, we should do a good job in the study of employees' cultural knowledge and improve their cultural level; On the other hand, we should pay attention to the training of business technology and improve their business operation skills. Through training, employees can be (1) enthusiastic, proactive, patient, considerate, conscientious, and have a respectful and friendly attitude towards guests. (2) In terms of service quality, reduce and eliminate the dissatisfaction caused by the lack of quality and skills of waiters. (3) Everyone should start from the details, especially in appearance, appearance, manners, etiquette, words and deeds, and dress neatly, emphasizing the further improvement of personal temperament. (4) Mastering the service procedures skillfully, so that customers can feel an atmosphere of the hotel industry and a standardized management mode. (5) Conduct self-inspection after completing their own work according to the standards, and establish the sense of responsibility and ownership of employees. (6) Cultivate the team spirit of employees. (7) realize standardized service and high-quality service, thus affecting the customer reputation and the social reputation of the hotel. In the process of domestic management, we should conscientiously implement the reward and punishment system, carry out activities to select outstanding employees, commend and reward employees with high service quality, good business skills, good task completion and high cooperation style, regularly check the ideological and professional level of employees, arrange their use reasonably according to various majors, attach importance to cultivating and selecting talents, form a backbone team, and play a backbone role in all work. 3, increase revenue and reduce expenditure, and do a good job in the management and control of housing equipment and materials. Room equipment and supplies are the material basis of room service. Therefore, the management of equipment and supplies in room service is also one of the important contents of room management. The front office department and housekeeping department should formulate the management system of equipment and supplies, clearly define the responsibilities of managers at all levels in this regard, and use them reasonably. Therefore, in saving, we should look down on the big, a little water, a little electricity, a needle and a thread, and form different habits of saving or wasting, and different benefits will appear. All kinds of equipment in the front office and housekeeping department should always be in a safe and sound state. In the normal service and management process, waiters and managers should always check the use of equipment, cooperate with the engineering department to maintain and repair the equipment, and managers should report the equipment regularly. All kinds of articles and corresponding tools prepared for guests in the guest room should be complete enough to meet the needs of service work. On the premise of ensuring service quality, extend the service life of linen as much as possible. At the same time, it is necessary to control the collection of low-value consumables, establish distribution and consumption records, plug loopholes, and implement a reward and punishment system for saving rewards and waste. 4. Establish the leading idea of selling more houses every day. Although the guest room is a tangible commodity with commodity attributes, it is different from other commodities, because if other commodities can't be sold, it can be used as an inventory backlog, which will not cause great losses, while if the guest room can't be sold on the same day, it will cause the loss of fixed costs, so it is a special commodity. As operators, our most important responsibility is to find ways to sell the rooms on the same day. Although in recent years, with the rapid development of Tengzhou's economy, people's consumption concept and level have changed and improved, in this market economy environment, hotels must adopt the policy of flexible management if they want to be invincible. The front office and housekeeping department are required to make use of their own advantages to cultivate loyal customers while improving service awareness. Moreover, we should always keep abreast of competitors' business trends, adopt flexible pricing strategies, aim at high quality and good price, and combine the sales plans and schemes formulated by the hotel to strive to complete various indicators and tasks. With the development of economic construction, the catering industry has also developed rapidly with the needs of society, and has also changed from a "seller's market" to a "buyer's market". With the emergence of buyer's market, people can choose hotels, restaurants and restaurants that can meet their needs according to their preferences, tastes and economic conditions. If hotel catering business wants to attract customers, it must determine its own business items and business methods according to the needs of consumers. Who can't realize this, who can't win in the fierce market, as we all know, the catering industry is a very special industry, which is mainly manifested in the duality of the products it provides to customers, both tangible and intangible. As an operator, we must meet the needs of customers from these two aspects, that is, not only the color, fragrance, taste, beauty, shape and container of the dishes are good, but also the corresponding service process is good, and the service should be humanized and make the guests feel good. If any operator is not good at observing and satisfying consumers and can't provide excellent tangible products and intangible new products, he can't meet the needs of the consumer market and can't achieve good economic benefits. According to the above situation, the following measures should be taken in catering management: (1) Strengthen the quality training of service personnel and supervisors to provide first-class service quality for guests. Specifically, we should do the following three things: 1. Starting with ideological education, waiters should be masters. Ideological education is the traditional working method and experience of the production party. Every manager should carry out patient and meticulous ideological education for employees to enhance their hotel awareness and ownership attitude. 2, to reverse the traditional old ideas and consciousness, to carry out "smile service", "humanized service" and "civilized and polite" service. In the past, hotel managers took "customer is God" as the purpose of the hotel, so all aspects of services were limited to standardization and standardization. This single service mode has its relative shortcomings, because service before God can only be respectful, inaccessible and standardized. In this way, first, it can't set off the warm atmosphere and happy mood of the guests; Second, it is not easy to understand and master the living habits and consumption rules of guests; Third, it is not convenient to cultivate the "repeat customers" of the hotel. And "humanized service" is the supplement and extension of standardization and standardized service. It regards the guests as "friends and relatives" of the hotel. In the service, the service staff can not only master the customers' living habits, but also timely understand the customers' suggestions and requirements on all aspects of the hotel, which is convenient for the adjustment and improvement of hotel management, so as to satisfy customers and become loyal customers of the hotel-"repeat customers". 3. Pay close attention to service skills and training to ensure service quality. On the one hand, customers' requirements for service are warm and thoughtful, on the other hand, they are quick and agile. Enthusiasm and thoughtfulness are the perceptual "humanized service" mentioned above, and quickness and agility are the embodiment of service skills. Especially in restaurant service, if the hotel does not train the service staff in service skills, customers will be seated. Although the service staff are in a hurry, the customers can't wait for the meal. The first course often takes half an hour, which will definitely give customers the feeling of being slow in serving, and let some customers with strong sense of time lose (it is suggested that the catering department take time to ask someone to explain and learn from China's "optimization method"). Only by closely combining the above two,