Report on catering work

Part I: Report on the work of restaurants in 2xx

I. Report on the completion of the operating indicators of the catering department in 2xx

1. The stipulated operating indicators of the catering department in 2xx are 1.5 million yuan for internal entertainment, and the actual reception income is 454,718 yuan, accounting for 3.3% of the specified tasks; The conference received 25, yuan, and the actual income was 19,834 yuan, accounting for 43.9% of the assigned tasks. The number of guest breakfast receptions was 12,469, and the total cost was 311,725 yuan (in 25 yuan per person). The total cost of food and beverage department was 544,941.47 (including the sum of breakfast, group meal, internal reception and staff meal). Referring to the operating figures of this year, we can see that our department has effectively controlled the catering cost in the work of 2xx, but the main complaints in 2xx are also focused on the quality of food and service, so the focus of our work in 2xx should be to improve the quality of food and service, so that we can make a qualitative change in these two aspects in the coming year. We welcome the supervision and correction from colleagues and leaders from various ministries.

2. Statistics on the use of guest breakfast in the catering department

According to the chart of guest dining rate, it can be seen that the peak period of guest dining is mainly in June, October and November, so the catering department should strengthen the management of dishes and improve the service quality in the same month next year, thus increasing the satisfaction of guests.

This is the effective and comprehensive data of breakfast for guests in the first year. Our department will continue to count the available breakfast data in the next two years, so as to find out the rules of available breakfast, and make preparations in advance in the future to provide better breakfast service for guests.

3. Cost statistics of the food and beverage department

4. Statistics of energy consumption of the food and beverage department

Details of water consumption from September to October of 2xx

Details of water consumption from December to October of 2xx

II. Specific work this year

1. Due to the variety and quantity of facilities, equipment and materials in the food and beverage department, they are frequently used. To control the department's cost consumption, while completing the daily reception work, our department focused on the training of "energy saving and consumption reduction" for the employees of the catering department, such as: after eating, all unnecessary lighting equipment will be turned off at the first time; After the guests have breakfast, they will transport the remaining dishes to the staff canteen to achieve the purpose of reducing consumption and energy saving, and enhance the staff's awareness of saving. 2. internal reception and group meals:

VIP reception in the food and beverage department: 16 times; Team reception: 9 times, a total of 115 times.

in the food and beverage department, all forms involving words and figures statistics should be kept in paper and electronic forms and filed as my previous work witness and future work reference.

III. Department management

(I) Division of labor management

1. The overall service quality of the department and the supervision and inspection of daily work are taken charge of by the new deputy manager Li Dandan, and the daily routine management, such as material storage, food procurement and cost statistics, is placed under Wang Gang's responsibility; Yang Yang is responsible for the statistics of wine reservoir and food inventory;

2. Xiao is mainly responsible for the purchase of guest dining rooms and staff dining rooms and the regulation of food in staff dining rooms. 3. Refine the work of the Food and Beverage Department, and put the responsibility on everyone, so as to achieve special projects by special personnel, and the management post will conduct irregular inspection and supervision, in order to establish the sense of responsibility and ownership of each employee, thus improving our work quality. (2) food management

1. In view of the complaints of customers about the lack of breakfast varieties and poor taste, the food and beverage department has carried out rectification. The rectification is as follows: ① Regularly or irregularly change the containers, change the position and shape of food; ③ According to the location or characteristics of the registration information (mainly for the team) of the guests staying in the hotel the day before, appropriately adjust the dishes to meet the tastes of the guests. (3) staff turnover

1. The staff turnover is obvious for chefs in guest restaurants and chefs in staff restaurants. Chefs in guest restaurants are basically transferred once every quarter, and chefs in staff restaurants are basically transferred once a year.

2. One supervisor resigned, one waiter resigned and one person was transferred.

in terms of staff stability, the food and beverage department should strengthen staff management, earnestly consider the staff, try its best to reduce the turnover rate and improve the overall service quality and consistency of the food and beverage department.

Work plan for 2xx:

1. Safety management

Life is above everything else, and responsibility is more important than Mount Tai. Strengthening safety management must be implemented by strengthening employees' safety awareness. Therefore, efforts should be made to carry out humanized training and education, so that employees can truly realize that strengthening safety education means caring for themselves and others. Let every employee memorize DuPont's ten concepts of safety management: (1) all safety accidents can be prevented; (2) all levels of management are directly responsible for their own safety; (3) all hidden dangers of safety operation can be controlled; (4) safety is the condition for employment; (5) employees must receive strict safety training; (6) supervisors at all levels must conduct safety inspections; (7) hidden dangers of safety must be corrected in time; and (8) those outside work must be corrected. (9) Good safety is a good business. (1) The direct participation of employees is the key. Second, the service quality

Restaurant services are relatively diverse. Not only should we complete the pre-meal preparation, but also pay attention to the guests at any time in order to provide timely and active services. Under such complicated and diverse working conditions, we should first let employees establish the service concept and let the service concept penetrate into the thoughts of each employee. To make everyone serve the guests, our department plans to divide the main work of the catering department into two parts in the next year's work arrangement, and someone will be responsible for it. Wang Gang is responsible for the daily routine management and basic work of statistics in the restaurant, and Li Dandan, the new assistant manager of the restaurant, is responsible for the supervision, inspection and training of the service quality of 2xx employees throughout the year, so that our department can improve the service quality to a new level while doing the basic work in the coming year. Iii. material management and cost control

material management is an important part of restaurant management, and it is an information window for feeding back the shortage, overstock, deterioration and expiration of materials. Therefore, in the future daily work, we should pay attention to the material management to reduce the reported loss of raw materials < P > and achieve the purpose of reducing costs.

strictly control the collection of articles. Trade-in some items, such as batteries, gloves, detergent, etc., and these items need to be exchanged with the replaced items when they are replaced. At the same time, the frequency of use of articles should be divided into fixed assets and current assets. Fixed assets should be sealed with stickers. When necessary, the foreman and above should be notified to register and collect. If the items can be returned, they should be returned in time. If they are not returned, they should be classified as current assets and registered accordingly. For items such as transfer, transfer procedures should be done. Iv. training plan

1. makeup training: in the daily reception service, every employee should wear light makeup, so in the 2xx hotel training plan, all employees of the catering department must participate.

2. English training: organize English training regularly, starting with basic daily communication words, so as to at least ensure that employees can understand the central needs of foreign guests and provide accurate and timely services.

3. SOP training: In order to strengthen the standardization of food and beverage staff, employees should be trained in SOP cycles, and strive for changes in personnel, but the standards still need to be consistent.

4. service awareness training: the management should formulate special training on service awareness, and explain, supervise and repeatedly emphasize the employees in combination with daily cases, so as to achieve service awareness in every employee's mind (with emphasis on service quality).

Part II: Report on Catering Operation and Service

Annual Report on 2xx

I. Catering Operation in 2xx

In 2xx, the hotel * * * realized a catering income of xx million yuan, with a completion rate of xx%. Vertically, the annual turnover of catering in 2xx * * * is xx million yuan, which is basically the same as that in 2xx.

1. Completion of catering business tasks. According to the hotel operating report, the operating budget was completed in May, July, October, November and December. The reasons for the poor implementation of the catering budget in 2xx are as follows:

① After the road reconstruction is completed, there are no reserved entrances and exits in front of the hotel, and the number of parking spaces is reduced, which makes it difficult for customers to access and park.

② insufficient publicity and promotion, and the restaurant's economical and convenient consumption concept and seasonal promotional activities are not widely known, resulting in low overall utilization rate;

③ When the turnover of wedding banquets increased by 7% compared with that of 2xx, and the attendance rate of private rooms was basically the same, the number of conference receptions and team receptions decreased;

④ Compared with 2xx, the turnover of drinks decreased by about xx million yuan, with a decrease rate of 26.3%.

2. Completion of food gross profit (benchmark gross profit margin is 5%). According to the data of 2xx monthly financial analysis report, except for the first two or three months, the gross profit margin of catering in other months reached the standard. The average gross profit margin of 2xx is xx% and xx% in the year of going out, which shows that the kitchen cost control situation is ideal in the past year.

wine revenue and gross profit. According to the data of the monthly financial analysis report of 2xx, the average gross profit margin of drinks in 2xx is xx%, which is xx% higher than last year. The operating profit of drinks has increased by about XX million yuan when the annual sales of drinks dropped sharply compared with last year. However, the gradual increase of self-brought drinks has led to poor sales of drinks in the store, which has also become one of the factors restricting the increase of catering turnover.

4, 2xx market positioning and business ideas

A, market positioning

mainly to receive wedding banquets, conference customers, and further expand the market share of surrounding individual travelers and tourism teams.

B, business ideas

① According to rough statistics, the reception of the 2xx wedding banquet is about xx tables, with a turnover of more than xx million yuan, accounting for 1/5 of the annual catering turnover. In 2xx, we should take the opportunity of rising prices, seek a wedding company as a partner or set up a wedding department, increase the publicity and promotion of wedding banquets, invest funds and use external forces to upgrade and purchase wedding facilities, improve the added value of wedding banquets and further increase the turnover;

② Make clear the ideological orientation of differentiated catering management, and further expand the consumption and service level of VIP rooms in flavor restaurants. Flavor hall should highlight the characteristic, convenient and affordable consumption concept, lower the consumption threshold and improve the attendance rate; The VIP room

should embody the high-grade and comfortable service concept, and improve the turnover and customer satisfaction.

③ Improve the competitiveness and cost performance of tangible and intangible products of catering. In terms of dishes, we should create the hotel's signature dishes before the flower show, and implement fine management of the dishes to improve the quality of the products; In terms of service, we should guide employees to combine standardized service with personalized service, reward and promote service innovation and service highlights, and create a high-quality service atmosphere;

(4) try out the wine fair price sales mechanism, and appropriately lower the sales price and profit margin to increase sales and income; ⑤ Continue to try and insist on group buying, Weibo, SNS and other new media marketing

Expand the influence of catering and guide customers to consume, and create a good corporate reputation;

⑥ further enrich and adhere to the promotion activities of catering seasonal operation, increase publicity and promotion efforts, enhance its influence on the surrounding individual customers, and fill the off-season of operation;

Second, the problems existing in the current catering service and management

According to the Record Book on Handling Customer Opinions of the Food and Beverage Department and the comments of online guests, the lack of catering service in 2xx is mainly manifested in the following aspects:

① The quality of food products needs to be improved, and there are impurities and inappropriate tastes in the food from time to time, and the quality of breakfast is unstable;

② When the reception volume is large, the speed of serving food cannot be guaranteed in individual time;

③ communication and coordination with guests need to be strengthened;

④ Some hardware facilities can't meet the needs of dining guests

2. Cause analysis

Hardware:

① Although the room on the second floor of the restaurant was renovated at the end of xx, the renovated reception facilities can basically meet the daily reception needs, but there are still some problems that have not been fundamentally solved, such as: the decoration and decoration of the room can't meet the increasing consumption requirements of customers; Some heating problems in elegant rooms still exist; Stereo and wedding facilities are outdated, and customers often complain about meetings and wedding banquets; Serious damage to the table top of the hall and chairs in the multi-function hall has become an unfavorable factor that directly or indirectly affects customer satisfaction;

② employees' awareness of maintaining and protecting infrastructure is weak, which is mainly manifested in improper operation and weak sense of responsibility, resulting in damage to facilities, such as desk and chair being damaged by impact during handling, scratching the wall, etc.

Software:

① Insufficient quantitative management and refined management in the kitchen, resulting in uneven quality of dishes; The communication and coordination between the stalls needs to be improved, which affects the production efficiency;

(2) The frequent turnover of employees has caused the catering backbone service force to be out of touch, and they are eager to employ people and ignore the pre-job training of employees. New employees can't standardize their services directly, let alone personalized value-added services;

③ Supervisors often specialize in pre-meal preparation and post-meal finishing work, neglecting the supervision of service sites and service processes, and failing to find and correct problems in time;

④ The relaxation of management's ideology will inevitably affect employees' service consciousness and emotions, leading to the phenomenon of being inactive and irregular in service;

⑤ Due to personnel problems, some services are missing: welcome service, regular communication with customers, etc.

3. Suggestions for improvement

① According to the actual situation of the hotel, the catering hardware transformation and service function improvement plan for 2xx years shall be formulated, and the hardware facilities and service items that affect the service and image shall be repaired, replaced and transformed in batches in a planned way.

② A special person is responsible for establishing and perfecting customer files, collecting food and service feedback information, and communicating with customers in various forms on a regular basis, so as to strengthen emotional maintenance in time and stabilize customer relations.

③ incorporate the daily service and safety inspection results of employees into employee performance appraisal, so as to fundamentally improve employees' awareness of service quality.

④ establish a service evaluation and customer-selected service personnel system, and reward employees with better evaluation and higher alternative rate, so as to create a good atmosphere for quality service.

⑤ pay close attention to the pre-job training of employees. Train special personnel as catering trainers to be responsible for the daily training of new and old employees, and improve the overall service quality from the source.

⑥ Improve the management methods and means, give full play to the supervisory function of grass-roots managers, strengthen the supervision and control of the work site and workflow, and ensure the smooth development of various services and management.

Chapter III: Annual Summary Report of Restaurants

In a blink of an eye, 2xx years have passed.