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Model essay on summary of catering industry practice

Through this internship, I have a deeper understanding of the food and beverage department. This article is a summary of the practice in the catering industry for reference only.

Summary of catering practice:

I. Introduction

In the middle of college life, in order to let us have more practical service experience and adapt to the increasingly severe employment situation, the school arranged for our students of grade 20 1 1 to go out for internships, so that we could master more theoretical knowledge and some practical actions skillfully. So, I was assigned to the catering department of Shungeng Mountain Villa and started my internship for half a year. During my internship, I gained a lot. For example, some principles of dealing with people, service skills and communication skills are not available in class. Strengthening psychological quality is the inevitable result of practice. Therefore, this internship has been well trained in knowledge, skills and social experience, laying a solid foundation for future life and work.

Second, the internship time and internship unit

1, internship time

20 13 17 10-2013 July1July

2. Internship unit

_ _ was founded in 1985, covering an area of more than 200 mu. Located at the southwest foot of Qianfo Mountain in Jinan with beautiful scenery, it is a four-star hotel with national style, local characteristics, historical context and flavor of the times, and it is one of the top ten landscapes in Quancheng.

Third, the internship position and content

1. Internship: Food and Beverage Department

2. Internship content

Familiar with the basic situation of the villa and its environment. Including:

(1), the distribution and functions of the facilities and business premises of the villa;

(2) The main service items, special services and the distribution of each service item that the villa can provide;

(3) The specific service content, service time limit, service department and contact information of each service item in the villa.

(4) The geographical location of the villa, the distribution of transportation, tourism, cultural entertainment and shopping places in the area where the villa is located, and the ways and means to reach these places;

(five) the organizational structure of the villa, the relevant functions of various departments, management institutions and related senior management personnel;

(6) The management objective, overall service purpose and related culture of the villa;

(7) Take part in on-the-job training in the villa, be familiar with your job functions, understand the importance of this position and its position in the villa, and understand the working object, specific tasks, work standards, efficiency requirements, quality standards, service attitude and the responsibilities and scope of responsibilities you should undertake;

(8) memorize the types and prices of dishes, drinks, pasta and drinks;

Fourth, the internship harvest

1, the hotel is like a dye vat, with all kinds of employees and all kinds of guests. Everyone has his own personality and thoughts. It takes a lot of skills to get on well with colleagues and deal with all kinds of guests easily. If we can't change anything in communication, we must adapt in various ways.

2, familiar with the rules on the wine table, easy to deal with all kinds of difficulties and requirements of the guests.

3, do a good job in health, thoroughly clean up the dead angle. Change work attitude and correct attitude.

4, generous opening remarks, special dishes, and the sharing of fish are not stage fright. Greeting guests is super loud and not shy.

Verb (abbreviation of verb) has its shortcomings.

1, increase the number of fixture cleaning, especially in summer.

2. Fix food prices. Occasionally add a side dish and ask the price of the kitchen, one price per day.

3. Too many patrols. The records made by the patrol station are not really personalized.

Abstract of intransitive verbs

Half a year's internship has given me a deeper understanding of hotel management and my own views and understanding of the hotel industry.

During my internship, I learned a lot: the service process and skills of catering, the handling of interpersonal relationships and the communication with guests. In half a year's time, I deeply realized the hardship of the hotel industry and the difficulty of grassroots service personnel, saw the development prospect of the hotel, and understood the direction and focus of my future study.

Internship is really a combination of theory and practice.

Summary of catering practice:

The food and beverage department is the largest department in the resort, the largest business and income department, and its employees are also the hardest, with the longest working hours, the greatest work intensity and the most complicated affairs. In addition to welcoming guests, setting the table, folding cloth, passing dishes, serving food, and removing tables, I also had to do some dirty and heavy work, such as moving tables and chairs and washing cups, but I had a very fulfilling two weeks. In the past two weeks, I have been practicing in the banquet hall, coffee shop, Huaiyang Hall and the second floor of Fenghua Building.

First, the main contents of my internship:

1. Understand the distribution and functions of public facilities and business premises of the Food and Beverage Department.

2. Understand the main service items, special services and the distribution of each service item provided by the Food and Beverage Department. The specific service content, service time limit, service department and contact information of the service items of the Food and Beverage Department.

3. Understand the workflow of each position in each business hall.

4. Understand the ideological trends of employees.

The banquet hall is located in Shenghua Building in the old district. The hall can accommodate 300 people, 30 tables and no private rooms. The number of employees is 17. The coffee shop is in Xianghua Building in the new area. There are 27 tables in the lobby, which can accommodate 100 people, without private rooms. The number of employees is 17. Huaiyangtang is located in Shenghua Building in the old district. Hall 10 table can accommodate 100 people, room 12 table can accommodate 120 people, and employees 19 people. On the second floor of Fenghua Building, 20 tables in the lobby can accommodate 200 people, and the first-class world can accommodate 20 people, with employees 19 people.

Dining can be around the table or buffet. It is usually a buffet in the morning, and lunch and dinner are usually a combination of buffet and dining table.

Workflow: ordering food-setting the hall-setting the table-welcoming guests-in-meal service-checkout service-seeing off guests-finishing after meals.

The duties of the waiter are: familiar with the business knowledge of this position, paying attention to gfd, dressing according to the regulations and keeping clean and tidy. Do a good job in the hygiene of the restaurant and complete all the work assigned by the foreman. Do a good job of pre-meal preparation, check whether the spare tableware is complete, whether the table utensils are neat and complete, and understand the types of dishes for dinner. Stand well before the meal 10 minutes, and prepare for the guests. Be polite, polite and patient when dining, and do three things (light operation, light talking and light walking) and four things (diligent mouth, diligent eyes and diligent hands and feet) at work to understand the mentality and needs of guests. Timely and accurate checkout for guests, take the initiative to pull the chair to say goodbye: "Welcome to visit again". Check whether there are any items left by guests in time. When a guest is dissatisfied, listen patiently and humbly, and don't contradict the guest. If you can't solve it yourself, you should report it step by step.

Second, the internship harvest

Through this internship, I have a deeper understanding of the food and beverage department. During my internship in the food and beverage department, I not only improved the business operation process of the food and beverage department, but also learned a lot in dealing with people and interacting with people.

1. Improvement of service skills

In this internship, I learned various service skills, such as welcoming guests, setting the table, folding cloth, serving food and removing the table. I have a deep understanding of service work, a deeper understanding of service and a further improvement of service skills. More skilled service, able to skillfully complete the service work. And with the improvement of service skills, let me return to the human resources department, my work efficiency has also been improved, and I can also reduce mistakes in my work.

2. The improvement of language ability

In the process of serving guests, mastering language skills is an important tool and way for every employee to establish a good relationship with guests and leave a deep impression. Language is not only a tool for communication and expression, but also reflects our corporate culture.

And the mental state of employees. We should be natural, smooth and amiable, and remain calm and polite at all times. Pay attention to the identity and psychology of guests and use appropriate language. When talking with guests, we should pay attention to whether the collocation of sentence elements is accurate, such as whether the guest's address is wrong. He also said that the speech should be logical, and the preface should be wordy, which is easy to cause dissatisfaction among the guests. Through direct communication with guests these days, my language ability has been greatly improved.

3. Improvement of communicative competence

In interpersonal communication, the first impression is very important for the establishment and maintenance of interpersonal communication, and the deepest memory is often the impression left by the first contact. Therefore, elegant appearance, sincere smile and meticulous manners are the keys to leaving a good first impression on guests. Treat every guest sincerely. When guests come to the resort for the first time, everything is strange, but people tend to be wary of strange things. At this time, it is necessary to communicate with the guests with sincerity, gain the trust of the guests, provide powerful choices and services to the guests like friends, let the guests feel your thoughtfulness, and he will naturally trust you, so as to become your customers one step further. The establishment of interpersonal relationships should also begin.

4. Improvement of observation ability

The essence of observation ability is to think what the guest thinks, put yourself in the guest's shoes and deliver the service in time and properly before the guest opens his mouth. We should not only make our guests feel that our service is everywhere, but also make them feel at ease. We should also pay attention to the subtle psychology of the guests through their behaviors, actions, manners and other silent languages. This is the ability to observe.

3. The following are some shortcomings that I found during my internship in the food and beverage department:

1. There is no cohesion, resulting in staff turnover and employees' work attitude is not positive. This job is tiring and heavy. Many new employees feel very tired and have no opportunities for development, so they have no motivation to stick to it. Some dismissed old employees are not very active in their work attitude, and sometimes they often need the command of the foreman. In my personal opinion, the main thing is to establish a spirit of rallying people to stabilize people's hearts and work hard. Assist some praise and rewards, motivate employees, get more for more work, or let efficient people go to bed early. Reduce the wastage rate and improve work efficiency.

2. Lack of effective communication between supervisors, foremen and employees. Employees are somewhat dissatisfied with their work, and the communication between supervisors and employees is not thorough enough. Make employees psychologically give suggestions to the foreman in charge, and also have resistance to work. Leaders should try their best to solve problems for employees, really care about employees, and do ideological work for some employees' psychological imbalance. So as to improve the working mood of employees and improve the quality of work.

3. Pay attention to details in the service quality of employees.

The service attitude of the waiters in our resort restaurant is very good, but just good service attitude does not mean high service quality. When the guests are full, the production capacity and speed of the kitchen are limited. For example, when the table is full and the buffet rolls spring cakes, some guests are often dissatisfied because of the slow serving. I think we should not only have a good service attitude, but also have high-quality service efficiency. Pay attention to details, don't care because things are small, so that a little bit makes a big difference.

I think the class meeting in the banquet hall every afternoon is very good. It is not only a meeting to summarize the assigned tasks, but also a case training class. It is very convincing and warning to explain the cases that happened to employees.

I also found some minor problems during my internship.

There is a slope in the banquet hall, where many people will hang out. The symbol of the prompt is not obvious enough. When there are not many guests, employees can also give oral prompts. When there are many guests, there is a buffet every day. Guests come and go, and employees have no time to prompt them, which causes inconvenience to the guests. You can increase the eye-catching degree of warning signs to attract guests' attention and change the color of the fast carpet on the slope, because the same color will give people a flat vision. So many people will not pay attention.

It is not obvious to tip too much at the buffet. Some guests will take too much to eat, resulting in waste. When the front desk counts the items for the guests again, it should have a clear and detailed record sheet or book. Sometimes employees will take care of the guests without asking for information, which is easy to lose or take wrong, causing inconvenience to the guests.

Fourth, the ideological dynamics of employees.

1. dissatisfied with the rest arrangement of the food and beverage department. The rest of the food and beverage department is mainly to arrange rest for employees when there are no guests. Sometimes only half a day is not busy and there are not many guests, so employees are arranged to rest for half a day. Employees feel that they can't do anything after a half-day rest, and they have great opinions. Sometimes employees are nothing special but simply want to have a rest, and the leaders will be reluctant to give them leave. Employees also have small opinions.

2. The employees of the food and beverage department call back and forth, and many employees are unwilling. They feel that their business is finished and they have to help other restaurants, so they are psychologically unbalanced.

3. Some employees have the same position, the same salary, different jobs, some are tired and some are relaxed, and employees' psychology will be unbalanced.

4. Compared with other enterprises, it has less salary, strict management and insurance. However, many young people and foreign employees don't pay much attention to insurance, and most old people stay here because of insurance.

The above is my understanding of the food and beverage department and some personal views. In these days, I really learned a lot: in addition to the service process and skills of catering, I also learned how to adjust my mentality, how to deal with interpersonal relationships between colleagues and how to deal with customers; At the same time, it also made me realize that as a waiter, I should have a strong sense of service; More importantly, during these two weeks' work, I deeply realized the hardships of the staff in the catering department and saw their contribution to the development of Hu Yun. The friendliness of employees to me, as well as truly responsible leaders and employees. I was deeply moved by them. In my future work, I will aim at them and work harder.

Summary of catering practice Fan Wensan:

This week, my internship department is the food and beverage department, and the internship shift of the food and beverage department is:

June 30: 8: 20-13: 0016: 30-21:00, order food, answer the phone reservation procedures, the standard requirements and business hours of each room, and get to know the relevant telephone numbers and customer history files in each region.

July 01:8: 20 ——13: 0016: 30 —— 21:00. Pass the dishes, be familiar with the room number, understand the dishes, and master the standardized use of trays.

July 02: 8: 20-13: 0016: 30-21:00, ordering food and drinks for guests, service process and operation specifications.

July 03 and 04: 8: 20-13: 0016: 30-21:00 banquet, banquet service process, service details, dishes and utensils collocation.

July 5: 8: 20-13: 0016: 30-21:00 western restaurant, service procedures, food delivery service procedures and checkout methods.

The catering department is the largest department in the hotel, the largest business and income department, with the hardest employees, the longest working hours, the greatest work intensity and the most complicated affairs. In addition to welcoming guests, setting tables, folding cloth, passing dishes, serving food, and removing tables, I also have to do dirty and heavy work, such as moving tables and chairs, washing cups, etc., but this week is the most fulfilling one.

practical experience

First, the quality of service-pay attention to details and cases.

Catering industry is a perceptual industry, with humanized service as its essence and feature, and humanized service is its main product and soul product. The catering industry has passed the profiteering period, showing a situation of oversupply. Hardware competition is not the main competition. All hotels pay attention to the competition of service quality, and we also pay attention to the improvement of service quality.

There is no doubt that the catering staff in our hotel have a good service attitude. But just having a good service attitude does not mean that the service quality is high. When the guests are full and the business is booming, the capacity and speed of the kitchen are limited, and some guests will be dissatisfied because of the slow serving, especially when there is a banquet and there is still zero. This is actually service efficiency. In the service, our waiters often go into two misunderstandings. First, it is not surprising to think that it is a trivial matter and ignore the attention to details in practice. What is quality service? In fact, the best service is to provide timely, elegant and just right service. Another is that the daily pre-shift meeting of the food and beverage department is very good, which is not only a meeting to summarize the assigned tasks, but also a case training class. These cases are all living examples that happened to employees, which are very convincing and warning.

Second, human resource management-focus on humanized management.

Nowadays, the competition in the hotel industry is becoming more and more fierce, and people increasingly feel that the market competition is, in the final analysis, the competition for intelligence and talents. All management work should be based on mobilizing people's enthusiasm and doing a good job. This requires all managers in the industry to be "people-oriented" and focus on "humanized management".

The most important thing in human resources is training. Training can not only improve the professional and technical quality of employees, but also improve the service quality, enhance the discipline of employees, improve the coordination ability of group work, and then enhance the cohesion of the group. I think what is more important is actually a kind of welfare for employees, the greatest welfare for employees and the greatest incentive mechanism. The food and beverage department has large and small trainings every day, both examples and actual drills. At the same time, with the help of service skill competition and city and province tourism industry service skill competition, we can promote the enthusiasm of employees, improve their enthusiasm and cultivate a sense of collective honor. Performance appraisal salary system is an important part of human resources development and management. The assessment must adhere to the principles of more work, objectivity, accuracy, fairness and justice, and the principle that peacetime assessment is more important than peacetime assessment. All employees should be like this, and the delivery man is no exception. Although material rewards are directly related to hotel expenses, they directly affect the mobilization and exertion of employees' enthusiasm.

Third, kitchen production-pay attention to safety and hygiene.

Kitchen is the production site of catering products, and kitchen management is an important part of catering management. The success of kitchen management has a decisive influence on the quality of dishes, food cost, service quality of restaurants and the interests of guests and hotels. Kitchen production control is to effectively control the waste in the kitchen production process, attract more customers and obtain the best and long-term benefits through scientific management of the kitchen. Quality control, quantity control and price control should be carried out when purchasing, and a scientific and reasonable acceptance system should be established. Eliminating the traditional teacher-apprentice gap is another drawback, and it is also the key to innovate and improve dishes.

Fourth, banquet management-highlighting the theme and distinctive features.

Banquets often combine eating, socializing and entertainment. Because of its high specifications, great influence, exquisite service and rich profits, it has always been valued by hotel operators. A high-standard banquet represents the highest level of cooking technology in a hotel's catering service to a certain extent. At the same time, it also reflects the management level of a hotel's catering service through a hotel banquet, which is of great significance to improve the economic and social benefits of the whole hotel. There are many banquets held in our hotel, mainly including wedding banquets, birthday banquets and official group banquets. Banquet design is a creative process of planning the banquet environment, dining table, menu and service plan, and drawing up the implementation plan and detailed rules according to the requirements of guests and the material and technical conditions of the organizers. Banquet design should design banquet venues, banquet tables, banquet drinks, banquet services and procedures according to people, events, environment, time and events. Our banquet design has outstanding theme, distinctive features, safety and comfort, beautiful and harmonious, scientific and cost-effective. For the hotel, the unified production of banquet dishes and less waste of raw materials can bring rich profits to the hotel. At the same time, the banquet also has a certain publicity effect.

some advice

1, gross profit margin of catering needs to be further reduced. At present, the gross profit margin of hotel catering has been above 50%. In a short time, the profits and benefits of the hotel will be greatly improved. However, in the long run, no hotel in Texas can compete with your capital. If there is another high-star hotel in Texas or the catering quality in miramar is slightly improved, it will have a certain impact on us, and our disadvantages will become increasingly prominent. The gross profit margin of catering should be reduced to 38%-45%.

2. The chef team should weaken and eliminate the obstacles to guidance. From the practice of catering for a week, I always feel that the menu is those kinds of dishes, and the top grade is the Buddha jumping wall of sea cucumber and abalone, plus the first can in your capital. Top-grade dishes are difficult to break through, and almost all of these dishes will appear when senior guests come to the store. To find substitutes, seek innovation and breakthrough in dishes. Regular customers and guests who come three or five times a week should try to avoid and reduce the frequency of repeating the same dishes in the collocation of dishes.

3. Put an end to "secondary", especially secondary pollution and waste. For example, some departments accidentally painted fire retardant paint on the door handle, which increased the workload of other departments. When waxing, the waiter puts plastic gloves or other light items on the high ladder. When the high ladder moves, these things will fall down and have to be cleaned again. Another example is that there is something wrong with the computer program when repairing the printer, which requires that no matter what you do, you should follow the principle of restoring the original state from beginning to end.

4. The price of drinks is generally high, and guests bring more drinks, resulting in lower profits. Although these aspects are not and cannot be clearly defined, we try to explain them clearly to our customers when marketing and booking, or increase the service fee to reduce this situation.

5, answering the phone etiquette, norms, should be further stipulated. The most prominent is the appointment office. When answering the guest's phone and asking about the relevant departments, you should put your hand on the microphone or put down the phone, and then answer it after it is clear. When booking, especially on-site booking, it is best to ask whether to transfer money or pay in cash, so as not to bring unnecessary trouble to the waiter. (On the evening of June 30th, a guest didn't leave his phone number, didn't specify which room, and his signature was scrawled. His consumption is about 1000 yuan. Afterwards, the waiter found out through the front desk that he was a guest of Jin Jing, thus avoiding the occurrence of bad debts and missed accounts).

6. Strengthen the inspection and standardization of employees' standardized walking. At present, many employees are in the south building, lobby and several sofas.

There is a phenomenon of staying at the reception desk. What's more, we use the phone at the reception desk of the South Building to ask about the employees' work or sit on the sofa and wait for better employees to get off work together.

7. Sensitivity to major events needs to be further strengthened. As a high-star foreign-related hotel, almost all restaurants, lobbies and rooms are not related to the Olympic Games, and there is no Olympic atmosphere or the atmosphere of the National Games. Fuwa and Wuhuan should be placed together in the cloister on the second floor of the lobby; Four Seasons Hall creates Olympic atmosphere, torch relay and live TV broadcast of Olympic programs. The head of the housekeeping department presented Fuwa and other Olympic-related ornaments.

Summary of catering industry practice;

★ There are 3 model articles in the internship report of catering industry.

★ Model essay on summary of catering waiter's internship work

★ Model essay on internship experience in catering industry

★ Excellent model essay summarized by the internship of the hotel catering department.