Detailed methods of punishing hotel waiters and greeters.

You can learn from the five principles in catering management. It is a complete management system from the inside out, from people to things, from software to hardware, from theory to practice, from system to process, from evaluation to introspection.

The essence of five conventional methods:

The essence of the "Five Regular Laws" is: the work is often organized, rectified every day, the environment is always clean, things are always standardized, and everyone is always self-disciplined.

(1) Regular organization: judge the necessary items to complete the work and separate them from the unnecessary items, reduce the number of necessary items to a minimum and put them in a convenient place (throw away or return the unnecessary items to the warehouse, and manage them at different levels according to the necessary degree, and a single item is the best).

(2) Regular rectification: adopt appropriate storage methods and containers. To study the efficiency of goods, we must first decide the "name" and "home" of goods. The purpose is to get or put things away in the shortest time (everything has a clear label "name" and location "home", FIFO, left in and right out, files and things can be taken out and put back in 30 seconds).

(3) Regular cleaning: cleaning inspection and hygiene level are jointly completed by all members of the whole organization. Everyone has the scope of cleaning, sorting and inspection (the division of responsibilities makes cleaning and inspection easier, food shelves are off the ground 15 cm, hidden places are cleaned, and the ground and the overall environment are kept clean, bright and beautiful).

(4) Normalization: focus on vision, safety management and standardization. Maintain a transparent, visual management and garden-like environment, including the use of creative and comprehensive visual management methods to obtain and adhere to standardized conditions and improve work efficiency (strengthen visual and color management, transparency, and set up fault P cards).

(5) Regular self-discipline: create a good atmosphere in the workplace, implement the above requirements of "Four Regular" continuously and self-discipline, and develop the habit of formulating and observing rules and regulations (write and observe the employee's "Five Permanent" manual five minutes before work every day, and review the "Five Permanent" regularly. Seeing is believing-strengthening the role of demonstration units)

Case study:

General organization:

Monday: Technical Assessment

Every Monday night at 8 o'clock, the head anvil should organize a technical examination of the kitchen chopping board, mainly including the speed of cutting vegetables, the quality of kimchi, the speed of side dishes and so on. During each assessment, Manager Li should personally check and compare with the previous assessment results to find out whether the employees have made progress and establish assessment files accordingly. Amin from the hotel was not at home when she first arrived. Pickled beef tenderloin is too hard after oiling, which affects the quality of dishes. And the timing of side dishes is not well grasped, and it is fast and slow. After several examinations, his skills have been greatly improved in a period of time. Employees who have passed the examination can enjoy a three-day trip to Dalian on July 2nd, 3rd and 4th, and each employee can also get a subsidy from 400 yuan. General excellent employees are rewarded 100 yuan each. The promotion of employees is also based on the results of assessment.

In order to avoid the formality of the assessment, Manager Li basically adopts the method of spot check when conducting the assessment, and does not disclose the assessment contents of the day before the assessment. For example, the assessment starts at 8: 00 pm, and employees don't know their assessment content until 8: 00. Before the assessment, the employees were nervous and took the assessment very seriously.

Tuesday: study menu.

After work from 2: 00 pm to 4: 00 pm on Tuesday, Manager Li organized the front desk service staff and kitchen staff to study the research menu. First of all, please ask the chef in the kitchen to explain the characteristics, taste, color matching, raw materials used, cooking time and specific methods of the special dishes to the waiter, so as to help the front desk waiter better serve the guests and better publicize the hotel's special dishes. The waiter should not only remember all the information related to the special dishes at the first time, but also communicate how to sell according to his own experience and ask the chef for advice after the chef explains.

Wednesday: Fire Training

The staff of the security department conducts fire training for all hotel employees, especially chefs, from 2: 00 to 4: 00 every Wednesday afternoon. The training content includes the basic knowledge of fire protection, the nature of fire, the hidden danger of fire, how to avoid fire and some rescue measures in case of fire, so as to minimize the loss of the hotel.

Thursday: Health check-up

Every Thursday from 2: 00 pm to 2: 30 pm, the hotel owner will take Manager Li and the staff of the quality inspection department to check the hygiene of the hotel, especially the kitchen. He wore snow-white gloves and looked for "touch" in the corner. Anyone who finds the gloves slightly discolored will be fined. If the employee fails to pass the sanitary area inspection three times in a row, 5% of his salary will be deducted and he will be ordered to make corrections.

Always clean:

Manager Li starts from the kitchen, working environment, employees themselves and dormitory to ensure "regular cleaning". In the kitchen, in addition to neat kitchen utensils, rags and spoons are also required not to have any oil stains. Kitchen workers should not have too long nails and ear-length hair. They must take a bath twice a day in summer and once a day in other seasons. Moreover, one person should be on duty for half an hour every day to clean the dormitory. Manager Li specially arranges two health leaders to check the dormitory hygiene before going to work every morning and before leaving work at night, and records the inspection situation. Check whether the floor is clean, whether there are cigarette butts and garbage in the bathroom and balcony. Although the requirements are not as strict as hotel hygiene inspection, there is a certain reward and punishment system for strict implementation. Under normal circumstances, 50 yuan will be fined for failing to pay attention to hygiene. If the circumstances are serious, 50 yuan will be fined and all dormitories will be cleaned for one week. All fines are awarded to employees with better sanitary conditions.

Constant specification:

Manager Li said that only when things are standardized can efficiency be high. He asked that all tableware should be stored in a fixed position. For example, the tableware under the Lotus Table, such as 12 inch fish plate and 10 inch plate, are placed in a fixed position, and the lower surfaces of the corresponding plates are labeled, so the height requirements are consistent, neat and convenient.

Every raw material that needs to be kept fresh must be put in a safe, and the production date must be marked in the form of a label before it is put in the refrigerator. It is stipulated that employees must implement the policy of "first in, first out" when using it, and use it first before using it to prevent the damage of raw materials.

Every day, according to the sales volume (turnover), direct dial (raw materials directly entering the kitchen from buyers or suppliers) and outbound (dry goods transferred from dry goods transfer warehouses), a data table is counted to get the gross profit margin. This data sheet must be filled in by the post supervisor himself and handed over to the chef at the regular meeting the next day, so that the gross profit margin can be known the next day, together with the daily inventory changes.

Regular rectification:

Every Friday, Li Jinglian regularly organizes "guest feedback meetings" to rectify internal problems. At 9: 30 in the morning, the front office manager will sort out the guest opinions collected in the past week and bring them to the feedback meeting. All participants will exchange views on various opinions put forward by customers and focus on solving employee problems reflected by customers. On Wednesday, a guest expressed his dissatisfaction with the hotel in his opinion. He said that he ate a yellow leaf in the "buffet vegetable core" at night. After discussion, the responsibility for side dishes should be investigated at last. If this is the first time, give a warning to the food coordinator; If it is the second time, it will be fined 20-50 yuan according to the situation; 5% of the salary will be deducted if the mistakes are accumulated for more than three times (including three times), and if the circumstances are serious, they will be dismissed.

Self-discipline:

In order to better implement "regular self-discipline", Manager Li stipulates that two regular meetings must be held every morning at 9: 30- 10: 00 and at night after the technical examination, so as to ensure that employees strictly abide by discipline. For example, some people who violate hotel discipline, smoke in non-smoking areas, leave cigarette butts in fixed places, make a loud noise in hotels, and fail to put the shelves of raw materials in meetings will be criticized and even punished.

Postscript: Li ... told reporters: "The implementation of the five routine laws requires not only persistent determination, but also the active participation and cooperation of all employees. Only in this way can we truly implement the enterprise spirit of' safety, quality, standardization and modernization'. It not only leads enterprises into a new management realm, but also contributes to personal environmental education and behavior development, and eventually becomes a responsible self-manager, thus further improving the five goals of safety, hygiene, quality, efficiency and image of enterprises. "

I hope these are helpful to you!