Summary of the annual work of the model essay in the catering department

5 summaries of the annual work of the Food and Beverage Department.

Looking back and summing up this year's work, we have gained a lot. As a member of the catering department, I feel responsible. As one of the most important departments of the hotel, in fact, I think I will make continuous progress in such an environment. The following is the model essay on the annual work summary of the Food and Beverage Department that I recommend to you. Welcome everyone to read.

The model essay on the annual work summary of the food and beverage department (the first 1 article) passed quickly, and the pace of 20__ years came in a hurry. In a blink of an eye, I have been working in the hotel catering department for one year. This year, thanks to the cultivation of leaders and the encouragement and support of comrades. According to the work arrangement of the manager of the catering department, I am mainly responsible for the daily operation of restaurants, bars and departments and the training of departments. Now I will make a summary report on the work carried out this year.

As an internationally renowned brand hotel, the operation and management of the catering department is very mature and has a high market reputation. Fifteen years of management experience has formed its own management style, and it is difficult to make a breakthrough in service management and training. After joining the job, according to the actual situation of the food and beverage department, I put forward the management goal and slogan of "building an excellent service team", aiming at improving the overall service level and establishing a good industry image. Since I joined the company for one year, I have mainly carried out the following work:

First, to improve service quality as the core, strengthen the construction of service quality project.

The construction of catering service quality is a huge systematic project and a comprehensive embodiment of catering management strength. In 20__ years, various operating departments have carried out the following work in daily management and service quality construction:

1, write operation procedures to improve service quality. According to the actual operation situation of various departments in the catering department, the operating specifications of banquet service, night hall service, western restaurant service, bar service and steward service are compiled. Unify the service standards of all departments, establish the standards and basis for training, inspection, supervision and assessment of all departments, and standardize the service operation of employees. At the same time, according to the service requirements of the VIP room, the service reception process of the VIP room is compiled, and clear and detailed regulations are made from the aspects of customer reception, language requirements, dinner service, wine promotion, hygiene standards, article preparation, environmental layout, audio-visual effect, energy saving and so on, which promotes the service quality of the VIP room.

2. Strengthen the supervision and management of walking site. On-site supervision and mobile management are important forms of catering management. During my duty, I insisted on allocating management time according to the "February 28th" principle (80% of the time was spent on managing the site and 20% was spent on making management summary). I directly participated in the on-site service, promptly corrected and prompted the problems that appeared on the site, recorded typical problems, and reported them to the heads of various departments, analyzed the root causes of the problems, made training plans and blocked management loopholes.

3. Prepare the overall practical plan of the wedding banquet to improve the service quality of the wedding banquet. Banquet service department is a brand project of the hotel. In order to further improve the quality of wedding service, the overall practical plan of wedding service was compiled, which further standardized the operation process and service standards of wedding service, highlighted the atmosphere of the wedding scene, and invited the human resources department to conduct special training for wedding emcees, making them more distinctive and enhancing the reputation of the wedding market.

4. Convene special service meetings regularly to discuss the problems existing in the service. Good service quality is the core of catering competitiveness. In order to ensure the service quality, improve the service management level and improve customer satisfaction, the last day of each month is designated as the service quality seminar day, which is attended by the 4-5 level managers of each restaurant to analyze the service status of each restaurant in that month, review the service quality, share management experience, analyze typical cases, find out the root causes of problems and explore management methods. At the seminar, restaurants learn from each other, and participants actively participate and express their opinions, dare to face problems and take responsibility, thus avoiding the recurrence of the same service quality problems in the management process. This discussion form provides a platform for restaurant managers to exchange management experience and plays a positive role in ensuring and improving service quality.

5. Establish a restaurant case collection system to reduce the probability of customer complaints. This year, the Food and Beverage Department implemented a food and beverage case collection system in restaurants to collect complaints from restaurant customers about service quality and product quality as an important basis for improving management and evaluating the management level of department managers. Restaurant managers analyze and summarize the collected cases and put forward solutions to the problems, so as to make management more targeted and reduce the probability of customer complaints.

Second, organize the first service skill competition to show the service skills of the catering department.

To tie in with the 0/5th anniversary celebration of the hotel/KLOC-,the Food and Beverage Department organized restaurants to hold the first competition on catering service skills and catering knowledge in August, and worked out a practical scheme for the competition. After more than a month's preparation and preliminary competition, with the strong support of the Human Resources Department and the Administration Department, it was a success, which was affirmed by the superior leaders, fully demonstrated the catering department's skilled service skills and excellent basic skills, enhanced the cohesion of the team, inspired the morale of employees and achieved the expected purpose.

Of course, there are still many places that need to be summarized and improved. The purpose of the summary is to comment on the work of the past year, strive for perfection, root out defects, eradicate them, and even uproot them. Our catering department does not allow any defects. Then sum up experience in the work and lay a good foundation for the new year's work. The above is my personal annual work summary report, please comment.

The extraordinary year of 20 _ _ is the fourth year of the establishment of _ _ Hotel. All the staff of our catering department study hard around the overall situation of sustainable development of the hotel and actively perform their duties. Highlighting the key points of work, Qi Xin made concerted efforts to complete all tasks assigned by superiors. The annual summary report is as follows:

First, be a good assistant, try your best to help the hotel leaders control the overall situation of the work, conscientiously implement the documents issued by the hotel, so that the instructions of the superiors can be implemented, and use their own advantages to improve work efficiency. Actively participate in hotel management, handle interpersonal relationships with functional departments, establish a good external image of the food and beverage department, and lay a good foundation for floor work.

Second, the floor site management:

1, the waiter's courtesy, adhere to the pre-class inspection, do not meet the requirements before leaving the post, the column will be repeated every day. The service personnel in the stands in the floor area should be on call, and politeness should be applied to every detail of the work. Employees should learn from each other, supervise each other and make progress together. Employees should develop good habits and attitudes, and managers at all levels in the food and beverage department should do a good job of pre-meal reception, reduce the waiting time of guests, and at the same time do a good job of explanation, pay attention to the seating of boxes and tables, ensure that there are no mistakes, do a good job of explanation, and be busy without chaos.

2, strictly grasp the post to improve service awareness, improve service efficiency, reasonable deployment of service personnel, centered on the foreman or minister, at any time to support busy or missing areas, other personnel have their own responsibilities, clear their respective responsibilities, reasonable deployment to improve service efficiency.

3, the food and beverage department floor goods management, from large to small personal inventory at the end of each month, whether guest damage or natural damage are required to be documented, someone, someone to supervise, a single person to follow up. Timely report the loss and make up the purchase.

4. For the sanitary management of floors, the public * * * area requires the cleaning staff to clean the foreign objects or dirt immediately, and the ground in the area is dust-free and free from water stains. Sanitary appliances shall be placed neatly without inclination, and each box of sanitary system shall reach everyone. Carry out sanitary cleaning every day and comprehensive cleaning once a week. Strict implementation of health supervision requirements, disinfection registration, large tableware to implement the requirements of one wash, two bleaching and three cleaning. Regular disinfection and bleaching of small tableware.

5. Establish a restaurant case collection system, reduce the frequency of customer complaints, collect customer complaints about service quality, provide an important basis for improving daily management and service, and analyze and summarize the collected cases, so as to make daily services targeted and reduce the customer complaint rate.

6, the daily management of employees, every new employee into the store has become an important part of the food and beverage department, can be integrated into the group as soon as possible, adjust the transformation mentality, according to the characteristics of new employees and the entry situation. Conduct special training and adjust your mentality. Understand the characteristics of the industry and prepare new employees psychologically. Ease the transformation and adaptation of roles and accelerate the pace of integration into the catering team.

7. Pay attention to the training of employees and strengthen the training in combination with the actual work. The purpose is to improve work efficiency, strengthen quality service, always pay attention to employees' mentality, and require to maintain good working conditions. When catering is not busy, make a training plan, organize employee training, and carry out practical operations from the aspects of courtesy and etiquette workflow and service specification. Provide one-on-one and hands-on guidance to individual bad employees, and regularly train and inspect all departments in the hospital: food delivery department, welcome department and cleaning department to understand their recent work, find problems and solve them.

In the case of a serious shortage of waiters this year, under the direct leadership of the vice president's office, our floor completed the service of the summer champion banquet, mobilized the reserve forces of all floors to support the floor work, and laid a hard battle for the arrival of the Spring Festival.

Third, shortcomings in the work.

1, in the process of work, not careful enough, sometimes there are some unreasonable arrangements, unclear priorities, and lack of communication between departments. It is always after things go wrong that problems are discovered.

2. There is little training between the management minister and the workshop foreman, which is still some old management models. We should organize some advanced management and hotel management courses now, visit hotels more, and learn about the management mode outside, so that the management of this hotel can be by going up one flight of stairs.

Fourth, the status quo of hotels, problems to be solved

1. In the normal reception work, customers are scattered, and the customer base of the hotel has not been properly utilized. We should define our business policy and adjust our business strategy to attract some foreign customers.

There is a serious shortage of waiters. In the case of a serious shortage of waiters in the big climate, we should give full play to the advantages of this hotel The high salary, good welfare and strong family ties and cohesion make the applicant feel that _ _ _ is a standardized and standardized hotel.

3, combined with the actual work to strengthen training, improve work efficiency, improve better service quality, strengthen standardized management, so that employees have a new understanding and understanding of daily services.

Although some achievements have been made in each work in the past year, there is still a certain gap with the requirements of the hotel, and there are some problems that cannot be ignored. There is no self-establishment and it needs to be further strengthened. The consistency of service consciousness has laid a new solid foundation for future work and made the hotel more prosperous and developed.

The annual work summary of the food and beverage department (3) At present, the environment of the food and beverage industry is quite severe. How to do a good job in management? Under the correct leadership of the hotel, the catering department fully implemented the hotel management contract scheme, focused on economic construction, strengthened management and persevered, which enabled the catering department to make steady progress and achieved good economic and social benefits in the case of sluggish catering industry and heavy contracting tasks. The main work is summarized as follows:

I. Completion of various economic indicators

The annual operating income was _ _ yuan, up _ _% from last year, the operating cost was _ _ yuan, up _ _ yuan from last year, and the comprehensive gross profit margin was _ _ _%, up _ _% from last year. The task was actually completed in the whole year.

Two, the implementation of hotel management contract scheme, improve the incentive distribution system, mobilize the enthusiasm of employees.

In order to accomplish the task better, the leaders of the Food and Beverage Department have worked out an internal management plan and a benefit wage distribution plan. According to the differences of departments, posts, technologies, skills and labor intensity, the economic indicators are decomposed into various sub-departments, and the turnover, output, expenses and gross profit margin of each sub-department are verified, and monthly accounting, over-commission, energy saving and bonuses are calculated, which fully embodies the principle of linking tasks with benefit wages, so that they can give full play to their respective advantages and find ways.

Third, do a good job in standardized management.

1. Improve the management organization. The quality management team, which consists of the leaders of the catering department and the managers of all departments, gives full play to its role throughout the year. The team not only cooperates with each other, but also cooperates with each other. The management system is implemented from top to bottom, and the first level is responsible for the first level. The management benefits are rewarded and punished, which improves the overall quality of leaders and makes the management work go smoothly.

2. Improve the meeting system of the Food and Beverage Department. The meeting includes year-end summary meeting, quarterly summary meeting, monthly business analysis meeting, weekly meeting, daily summary meeting, after-work meeting, financial supervision and inspection meeting, health and safety inspection report meeting, etc. Due to the improvement of the system, the quality of the meeting was improved and the instructions of the superiors were implemented in time.

3. Establish a supervision system for product evaluation and supply. In order to limit the estimated varieties and coordinate the various departments to do a good job in product supply, we will check the estimated situation of product supply every morning, afternoon and evening, establish a special account book record for the varieties estimated in the local market, and at the same time go to the relevant departments for verification, and ask the management personnel to sign it to clarify the responsibilities. After the establishment of the system, the phenomenon of estimating five or six dishes in each city has become history, and now the product supply has been normalized.

4. Strengthen coordination. The hotel has a fine division of labor and many links. The completion of a job depends on the coordination and cooperation between various departments. At the weekly meeting, it was repeatedly emphasized that when there were problems, all departments should not blame each other and pass the buck. They should dare to admit their mistakes, find out each other's advantages and do a good job of coordination. This year, some disjointed and uncoordinated phenomena that existed in the past have been greatly reduced.

Fourth, develop business, open up income channels and expand operating income.

In this year when the catering industry is depressed and business is difficult to do, the leaders of the catering department often conduct market research, do business analysis, constantly explore, boldly try again, make wise decisions and take their own business path.

1. Six business projects were opened throughout the year: buffet Chinese food, buffet hot pot, seafood for you to eat, friendship nightclub, Millennium old turtle hot pot city and restaurant chain (in preparation).

2, to carry out joint activities, catering department and housekeeping department, sauna center, teahouse cooperate with each other to promote business * * *; Guests can enjoy a 15% discount when spending with their accommodation card. The sauna center delivers meals and provides delicious tea for the teahouse.

3. Eight promotion activities were held throughout the year, and each California bass was rewarded with a profit of one yuan. The VIP room is free of minimum consumption, and the special dishes are good for eating, each serving 15 yuan. Quality service month activities, courtesy month activities, promotion and prize-winning activities, etc.

The new year is a new starting point. I hope that the catering management will be pushed to a new level in the coming year, making the management more perfect, reasonable and scientific. Summing up the past and looking forward to the future, at the beginning of the new calendar, I will continue to develop my advantages, correct my shortcomings, further improve my management level, and strive to build a learning and excellent catering service team!

The annual work summary of the Food and Beverage Department (Chapter IV) Dear leaders:

Hello everyone!

My name is _ _, and the hotel has achieved a double harvest of economic and social benefits, and the income of the catering department has exceeded 10 million. As a member of the hotel, I feel extremely proud and excited. The reason why such a good performance can be achieved is inseparable from the correct leadership of the group company, the care of the hotel manager and the strong support of the brother departments, and the care and help from all walks of life!

Looking back on my work from January to January, I think I have the following points to report to the leaders:

1, "I'm away from home, please come here recently", and actively learn the new dishes of Brother Hotel. In March, under the leadership of General Tian, we went to several distinctive hotels in Puyang, Anyang, Xinxiang, Linzhou and Pingdingshan to learn the experience of catering management. In July, he participated in the first national food seminar organized by China Cuisine Association and studied in Shijiazhuang, Jinan, Qingdao, Wuhan, Changsha, Nanjing, Guangzhou and Shenzhen. On June+10, 5438, Mr. Hotan went to Kunming, Shanghai and Nanjing to study delicious food. In June 165438+ 10, I went to Changzhou, Zhenjiang and Nanjing to study food. More than 60 new vegetable varieties were introduced in the whole month, and more than 20 were successful. It is precisely because of our continuous learning, broadening our horizons and increasing our knowledge that hotel catering has always been the first in Dengfeng industry!

2. Hold a food festival to expand the influence of the hotel. In April, we launched the "Brazil Barbecue Food Festival" and invited authentic Brazilian chefs to guide the hotel, which achieved good results. On June+10, 5438, we held the authentic Yangcheng Lake Hairy Crab Food Festival, which was well received by the guests.

3. Combine rewards and punishments to strengthen internal management. Organize internal chefs to hold dish innovation competitions every month. After the initial evaluation of hotel leaders, we will invite guests from the society to comment, and only then will the dishes that are good and suitable for Dengfeng people's tastes be launched. After one or two months of customer evaluation, we will reward the chefs, and punish or transfer the chefs who have not launched new products for two consecutive months. This system has not only narrowed the distance with customers since January, but also opened up channels for food quality supervision and feedback, stabilized some customers, stimulated the enthusiasm of employees to actively develop new dishes, and created better benefits for the hotel.

4. Pay attention to cost control, and the effect of saving expenditure and reducing consumption is remarkable. My kitchen has tapped the potential in saving expenses and reducing consumption: First, the original diesel oil used in the kitchen department was changed to natural gas, saving nearly 10,000 yuan per month and saving 65,438+10,000 yuan in fuel costs for the whole month; Second, the gross profit of recipes in private rooms and halls, the menu of package seats and the menu of package are accounted for and adjusted, and the prices of some dishes with high cost, good response and large sales volume are adjusted, and the dishes with good response from guests and low cost are supplemented, creating a win-win situation for customers and hotels; The third is to increase the investigation and tracking of raw material prices. 1 month, * * * has investigated the raw material market for more than 60 times and investigated more than 200 varieties. Through the implementation of the above measures, our department will control the comprehensive cost rate at 46.76% when the price of raw materials continues to rise in 1 month.

5. Periodically purchase raw materials for local specialty dishes from neighboring counties and cities, and specially arrange chefs to visit Luoyang, Zhengzhou, Luanchuan, Yuzhou and other raw material markets, select some raw materials that are not available in Dengfeng market, and reach a long-term supply agreement with local suppliers, thus increasing the procurement channels of catering raw materials and ensuring the quality of raw materials.

In January, although my work has made some achievements, there are still many problems and weak links, which are far from the expectations of the company and the hotel, mainly in the following aspects:

First, there are not many business income patterns, and the ideas are not novel enough;

Second, the effect is not obvious in the stability of food quality and the prominence of product characteristics;

Third, there is not enough determination and strength in management, and there is a certain gap.

Future work direction:

1, consolidate achievements, tap business potential and improve income-generating capacity;

2. Further introduce some famous snacks and local popular snacks;

The intense and busy 20__ year annual work summary model of the Food and Beverage Department (Chapter 5) is coming to an end. During the 20__ years' operations, we have carefully summarized the operating conditions of the catering department, adjusted our business ideas in time in combination with the characteristics and pressures of the catering market environment in the hotel industry, and actively carried out various business management work from the aspects of management methods, market development, marketing strategies, staff training, etc., and strived to control various costs while ensuring the overall benefits of catering.

The main work content and management focus of the catering department in the past 20 years are summarized and analyzed as follows, which will help us to improve the overall management level, provide better services to customers and ensure the operating income of the catering area in the future.

(1) The work is summarized as follows:

I. Operating income

The operating income in 20__ _ years is _ _ _ yuan, and the target task is _ _ _ _ yuan, which is _ _ _ yuan different from the target task, and the operating income in 20__ _ years is _ _ _ yuan lower than that in 20 _ _ years. The proportion of completed net income is _ _ _ _ _ _. Compared with the actual net income of 20__ _ _ _ _ _, the actual net income of 20__ _ _ _ _ _ _ _ _ _ _ _ _ _.

In the year of 20___ _ _ _, the banquet business income was RMB _ _ _ _ _ (including RMB _ _ _ _ _ _ _ _ _ _ _ _ _).

In the year of 20__ _, the box business income was ___X yuan, accounting for _ _ of the total business income of the department, and the number of reception boxes was _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _

In 20__ _, the operating income of western restaurant was RMB, accounting for RMB of the total turnover of the department, and the operating income of western restaurant tea mustard was RMB.

Second, the main work completed this year:

(1) Adjust merged posts, control human resource costs and improve work efficiency 1. At the beginning of the year, the staffing of the Food and Beverage Department was reduced from _ _ to _ _ at the end of the year, and the staffing of waiters was reduced by _ _, and the work of food delivery staff and dishwashers was merged into the logistics department, and the staffing was reduced by _ _. The arduous task after the merger made every hotel leader sweat. In the end, with the strong cooperation of various departments, we carefully studied, adjusted the division of labor, and twisted up and down into a rope. Finally, we worked hard and completed the merger within the time specified by the hotel leaders.

2. It is difficult to turn over and set the table during the reception of banquets and meetings. The waiter adjusted the tables and chairs between the conference room and the warehouse. We sweat and cry, no matter how hard it is, we all finish it seriously. Only such a group of employees who focus on the overall situation and disregard personal hard work can successfully complete all reception tasks.

(2) Seek development in difficulties and profit in stability.

1, as the saying goes: iron camp cards, mobile soldiers. As a food and beverage department, the turnover of employees is particularly fast, and there are many new managers in the department, which leads to a disjointed state and affects the service quality to a certain extent. This also increases the management difficulty of the catering department. Therefore, when new and old employees alternate, the department draws up a new training plan and conducts targeted training. In daily work, managers teach and preach in person at the service site, test service awareness and flexibility with strict and standardized service processes, make employees consciously increase organizational discipline and collective sense of honor, strengthen their sense of mission and ownership, standardize service operation processes, improve service quality, and build excellent teams. So that the restaurant can work normally.

2, change passive to active, active marketing to promote income, every day by the reservation department staff take the initiative to contact the guests in time to obtain customer information and customer consumption information, floor management personnel in understanding the guest dining situation.

At the same time, the product information will be fed back to the chef in time, so that the restaurant and kitchen can enjoy the resources, ensure the smooth feedback of the guests' dining information, and effectively strengthen the service quality and food quality to the guests to some extent. And regularly summarize the ordering information, and do a good job of collecting and sorting out customer information.

(3) Starting from the details, fully embody the subtle service. See the "true feelings" for details. Focusing on "establishing standards and grasping norms", we will improve the quality of catering services in an all-round way, let employees firmly establish a sense of quality service, let every guest feel the standardized, personalized, subtle and humanized service level of the hotel, and truly realize the service requirements of being at home. Employees are required to think of the guests wholeheartedly, provide warm, thoughtful, timely and comfortable services for the guests, and make them feel at home. Highlight personalized service, strive for service innovation, pay attention to employees' emotional input, and guide employees to serve customers with heart and affection. In order to truly follow the principle of "paying attention to customers" in our work, our methods are:

1, the department emphasizes the emotional input of customer service. Advocate "treat guests as distant friends, relatives and distinguished guests", so that guests can live in hotels more warmly than at home. Close the relationship at work, let the guests become our repeat customers, and treat the guests as friends and relatives with a few actions in service and a few words of concern, and they will also get real rewards from customers.

2. Highlight the service principle of "thinking what the guests think and being anxious about what the guests are anxious about". In the process of service, every small link should fully consider the interests of the guests, always provide the greatest convenience for the guests, and take the satisfaction of the guests as the sole purpose.

(4) Introduce service measures to improve service quality (1), collect customers' opinions and improve customers' historical files.

1. Modify the "Customer Opinion Form" and improve the collection of relevant information (such as banquets, banquets).

Objects, guests, views on dishes, service opinions, preferences, taboos, etc. Every meal, the restaurant supervisor will send the scheduled customer opinions to the waiter, who will solicit the opinions of the guests in time after the meal, ask the guests to evaluate the dining environment, food taste and service quality of the hotel, and pass the information to the department management personnel in time, and the department management personnel will urge the relevant positions to make rectification. Seriously sum up the complaints in service, analyze the reasons to avoid the recurrence of the same problems, collect and summarize personalized services, call on all employees to learn and praise, sum up experience, find out deficiencies and strive to improve by analyzing touching cases and customer complaints in activities, which provides valuable and true positive and negative teaching materials for improving the overall service quality.

2. The manager analyzes the customer opinions collected by the waiter every day, feeds back the relevant food opinions to the kitchen in time, and the supervisor inputs the relevant information of customer opinions into the computer to improve the customer history files.

3. The supervisor analyzes the daily booking situation, and conveys the historical file information of the guests who booked the box to the box attendant, so that the waiter can understand and provide convenience for the service.

(2) The western restaurant bought a batch of wandering cups, and unified the names of regular customers and VIP guests into exquisite cards to hang on the wandering cups, so that the guests could feel the distinguished service.

(3) Conference services:

1. Set up a "service desk" in each meeting room, and prepare relevant stationery for guests to use (such as stapler, computer, post-it notes, glue, paper clips, etc. ).

2. Diversify the tea provided in the meeting room (such as chrysanthemum tea, black tea, green tea, etc.). ) for guests to choose when booking the venue.