Summary of catering cashier work

The hard work is over. Looking back on the work during this period, there must be many difficulties and hardships. So make a summary. What kind of work summary should you have read? The following is a summary of my carefully arranged catering cashier work. Welcome to read the collection.

Food and beverage cashier work summary article 1 For this job, I can do my job conscientiously and practically. Although I only play an ordinary role, this role is not only as simple as collecting money, but also has many complicated procedures. During my work, I learned a lot of experience and gained a lot of knowledge.

But as a cashier, you must have a positive, enthusiastic, proactive and thoughtful attitude to serve every customer. Occasionally, you will encounter many unpleasant things at work, but you must overcome them without negative emotions, because this will not only affect your mood, but also affect your attitude towards customers.

We meet different guests every day, and different guests have different tempers. We should provide different services for different customers, because the constant purpose of this industry is "customer first". When facing customers, always keep a smile on your face and provide polite service to make customers feel cordial. Even if we encounter some unpleasant things in the service work, if we still greet them with a smile, then unreasonable guests have no reason to lose their temper. The so-called "meet and laugh" makes customers happy and comfortable.

Although this is just a simple cashier, it is so insignificant to others, but it has taught people a lot of truth and improved our own quality. Keep learning, improve your moral cultivation and service skills. "Only learning can constantly sharpen a person's character, improve moral cultivation and improve service skills. Even an ordinary cashier can walk the sky we want as long as she keeps moving forward!

The following are some ideas that I personally realized during my work that I must understand and ask myself:

1, anxious about what the guests are anxious about, thinking about what the guests think.

Every day, I will meet different types of customers and provide different types of services for different types of customers. Its service tenet remains unchanged: customers are God! )

Step 2 smile at customers

Let customers feel at home with the most intimate side. Even if you encounter unpleasant things in the checkout service, you can still say hello with a smile. I believe that no matter how unreasonable the customer is, there is no reason to lose his temper. )

Don't make uncertain promises to the guests.

When the needs of the guests need the assistance of other departments or individuals, they should consult clearly before making a decision, because the guests want the most accurate answer. But in any case, this doesn't mean that you don't have to try your best to solve the problem for the guests. The key is to let the guest know that his problem can't be solved immediately, and you are really trying to help him.

Many guests asked the front desk to issue more invoices, but we refused, and suggested that guests could tip at other business points and include them in the room charge, which not only increased the income of the hotel, but also met the needs of the guests, but never violated the principle in order to echo the guests. )

4, consider how to make up for the mistakes of colleagues and departments, to ensure that guests check out in time to make guests satisfied.

The cashier at the front desk is the last department that guests contact before they leave the hotel, so they usually complain to us about the hotel service when they check out, and these problems are not caused by the cashier. At this time, it is best to avoid shirking or blaming the departments or individuals that cause difficulties, and the style of "making much ado about nothing and hanging high" is the least desirable. Instead of making up for mistakes, it makes guests doubt the management of the hotel, thus deepening the distrust of guests. Therefore, to play the intermediary function calmly, the cashier should explain the situation to other individuals or departments and ask for help. After the problem is solved, ask the guests for advice. At this time, guests are often influenced by your enthusiasm, thus changing the initial bad impression and even establishing a close and trusting relationship between customers and us. )

5. Keep learning and improve your moral cultivation and service skills.

Constantly self-learning, constantly honing personal conduct, improving moral cultivation and improving service skills. Let's take vigorous steps and keep moving forward so that we can fly high in the sky. )

Believe me, I can do better. Thank you for your appreciation. I love this job, and I want to do it best! Dear colleagues, fight side by side for us. Let's go

Summary of catering cashier work 2 Time flies like a blink of an eye. Yesterday has become forever. What we need to face is not yesterday or the future, but now. It doesn't matter whether yesterday was successful or not. The important thing is to do your best now.

There is an old saying that is right! Elimination is not your poor ability, but whether you care about your current job. Yes, it's not that you are not qualified for this job, but that you don't like it, so you can't do it well. In fact, everyone is not satisfied with their present situation, but why some people can succeed in this humble job, while others are getting worse every day; Finally eliminated? In fact, it is very simple, that is, the attitude towards work is different.

I have been working for a year. What did I do this year? What are my joys and sorrows? Looking back, I had a lot of pain and sadness, lost my way in my work attitude and took a detour, but that's all over. I will sum up my mistakes and use them in my work next year. This is what I want to do now. Maybe my colleagues think that work is not fun. If you think so, you are wrong. In fact, as long as we are good at discovering, there are many things worthy of our happiness at work.

How is it possible when I complain that there are five days of CK in a Sunday? There is no need to make people tired. We all know that CK is very tired; Heat, oil, heat. But when I calm down and think about it, because I am fine and fierce, he often puts me in CK. Conversely, I can also find happiness in it; When the cashier asks if there are any extra chicken chops, then when you say yes; Don't you think you are louder? Aren't you flattered?

Sometimes I complain about this. You are not allowed to go to the cashier when you are not busy. When I am busy, I am allowed to go to the cashier. Of course, we all know that the cashier is the most tired at the busiest time, and he is afraid that if he has less money, he will be scolded by customers. People with feelings are in a bad mood. But I think about it, why. Probably because they think I have this ability, they will arrange me to attend this busiest time. Is it difficult to arrange for new employees to attend? Calm down and think about it. All my complaints are wrong. In fact, as long as we are good at grasping happiness, happiness is around us. Isn't it my greatest happiness that the customer gives me a satisfied smile when I prepare the meal as quickly as possible and present it to the customer?

Sometimes I complain about this. I often do some boring things, such as sweeping the floor, closing the dishes and mopping the floor, even primary school students can do it. Until one day, after reading two stories last year, my attitude changed. The first story is about a Japanese official who once told a true story when he was young. When he was young, he worked as a waiter in a hotel. At first, the manager told him to wash the toilet. He thinks this job is meaningless. I'm not in the mood to work all day. His mind was discovered by the manager, so he cleaned the toilet in front of him and put a glass of water in the toilet to drink. He was deeply touched by the manager's behavior. Later, he learned to work hard. Finally achieved success.

Another story was developed by Mr. KFC, so he recruited a local general manager. When all the exams are passed, the last one is to clean the bathroom, which surprises all the candidates. Finally, he passed the last exam. Later, his boss told the general manager that he had been cleaning his bathroom.

It can be seen that a person who does great things often does small things. These seemingly trivial things are the key to a person's life. Speaking of which, do you still think these things are insignificant? The new year is coming, and I believe I can do my best.

The past year has been an extraordinary year. From the preparation last year to the trial operation on August 5th this year, under the care and correct leadership of the group leaders, the hotel closely focused on the working ideas and objectives put forward by the group, insisted on focusing on developing operation and improving the service quality of enterprises, and paid close attention to management. The leadership team of the chairman and general manager of the hotel has defined the development vision, development goals, business philosophy and corporate culture of our hotel, taking this as the driving force and our goal, leading the managers, supervisors and foremen of all departments to unite all the staff of the hotel and work together with Qixin, making certain contributions to income generation, profit creation, excellence and stability, and achieving considerable results. On this occasion, it is necessary to review and sum up the work, achievements, experiences and shortcomings of the past year, foster strengths and avoid weaknesses, strive for progress, and strive for better results in the new year.

First, scientific decision-making. Thanks to the concerted efforts of Qixin Qi Xin, the hotel has been provided every three years.

Operating income

In the year of 20XX (August-65438+February), the operating income was XX million yuan, other business income was XX million yuan, and the total income reached XX million yuan (including: catering department XX million yuan, housekeeping department XX million yuan). The average occupancy rate of rooms in the whole year is XX%, and the average annual house price is XX yuan. Operating cost, gross profit, comprehensive gross profit, operating expenses, business tax, management expenses, financial expenses, non-operating expenses and total profit loss are RMB.

(B) the management system to create profits

As the saying goes, "people control people's popularity and systems control people's service", and rules and regulations are the cornerstone of all work. Since the trial operation of the hotel, with the deepening of various work and the characteristics of the local hotel industry, some unreasonable and inappropriate systems formulated by the management company during the trial operation have restricted the smooth development of some work.

According to the problems encountered in actual work, all departments gradually establish rules and regulations suitable for their own work, and implement them in each post, with monthly performance appraisal as the assessment standard and linked to personal salary.

At present, the hotel's various systems are standardized, government decrees are smooth, there are rules to follow and evidence to follow, and "system management" has really been implemented.

(c) Security and stability

By making emergency plans for large-scale activities and other safety plans, the hotel has achieved "six defenses" such as daily fire prevention and theft prevention, and almost no accidents have occurred throughout the year. Manager-level leaders, under the care and guidance of the general manager of the hotel, hold feedback meetings of department managers every day to inform the situation and put forward requirements. The security department arranges cadres and employees to work overtime, patrol frequently and strictly prevent and control. With the cooperation of relevant departments, group prevention and control are carried out to ensure that all activities are foolproof and the hotel is safe and stable.

Second, brand management, the hotel focuses on eight major tasks.

(1) Give priority to external coordination and establish good social relations.

Since the trial operation of the hotel on August 15, 20XX, the hotel has been in the trial operation period of semi-construction and semi-operation, and the fire control of the hotel has not been accepted, resulting in the failure to handle the business license and related procedures. The relevant functional departments have repeatedly inspected our hotel and issued a penalty sheet. Through the external coordination and communication of the general manager's office, the company applied to the municipal cultural inspection brigade, the municipal health and epidemic prevention station, the municipal health bureau, the police station and other departments for exemption from inspection for nearly 65,438.

(B) financial management as the goal, do a good job in every job.

1, basic accounting work

In order to ensure that financial accounting plays an accurate guiding role in the work of the unit, we should conscientiously fulfill the requirements of financial work and give full play to the importance of accounting work on the premise of observing the financial system.

2. Accounting management.

Strengthen the management of hotel assets, creditor's rights and debts, and increase the supervision function and monetary fund management of hotel departments. Strictly implement the asset management measures and internal asset allocation procedures promulgated by the Group Finance Department. Carefully set up the overall asset account book and set up off-balance sheet assets for future reference registration; Carefully clean up the creditor's rights and debts of the hotel and collect all receivables in time every month; Supervise and strictly control the cashier at the front desk of the hotel from the aspects of day and night audit, cashier, daily purchase price and room rate control; Under the supervision of accounting personnel, the cashier's cash on hand is regularly withdrawn, and the cashier's cash on hand at the front desk is withdrawn during the daily examination and approval period, so as to be foolproof.

3. Internal and external coordination.

Assist the leading group to control the cost and expenses, prepare the expense budget, reasonably formulate the operating indicators such as income, cost and gross profit rate of the operating department, and provide the required operating data to leaders at all levels in a timely and accurate manner, so as to provide a basis for leadership decision-making. Keep abreast of new tax trends and various laws and regulations, take the initiative to consult difficult tax issues, and provide reasonable tax avoidance basis for hotels and individuals.

(three) to benefit as the goal, do a good job in sales.

The marketing department is the functional department responsible for handling public relations and sales business, and it is an important window for the hotel to enhance its reputation and establish a good public image. It plays the role of staff and assistant for the general manager's office to make business decisions and make marketing plans, and plays an important role in promoting the hotel to clear marketing channels, open up markets and improve economic and social benefits.

1. Some fixed consumption customers have established good relations with several surrounding offices. In order to consolidate old customers and develop new customers, a 1 large customer appreciation liaison meeting was held in June 2006 to strengthen emotional communication with customers and listen to their opinions.

2. Develop and innovate, and establish a flexible incentive marketing mechanism. Open up the market and win customers. This year, the marketing department cooperated with the new marketing system of the hotel as a whole, and the marketing representatives implemented a work diary. Every working day, he must complete the second, third and fourth steps of visiting two new customers, three old customers and four contact numbers, and make a comprehensive evaluation of the marketing representative with the monthly marketing task completion and work diary.

3. Since the opening on August 5th, the total sales volume has reached 2,583,782 yuan and 40,000 yuan respectively, and the completion rates are 1 10% and 7% respectively. 330 sets of room vouchers were sold, and membership cards 18 were sold.

4. Complaint handling. Based on the tenet of "guests first, service first" and "making guests completely satisfied", the sales department has received and handled about 65 complaints from guests since its trial operation for five months, which has reduced the economic loss of the hotel by nearly 10,000 yuan and won more repeat customers.

(4) Taking reform as the driving force, do a good job in catering.

1, performance linked. Although the restaurant is a department post of the hotel, it has taken the lead in entering the market track in the management system, and the reform measures linked to performance have been formally implemented. Under certain cost and gross profit rate standards, on the one hand, it gives invisible pressure to managers, waiters, chefs and other personnel in restaurant kitchens, on the other hand, it makes everyone turn pressure into motivation, and promotes restaurants and kitchens to consciously and actively do business promotion in order to create more benefits.

2. compete for posts. In addition to the reform of distribution policy, the employment mechanism is also more flexible. Managers can go up and down, employees can go in and out, and they compete for posts according to their work performance. These are conducive to the smooth implementation of government decrees in hotels and departments and are prohibited. But on the whole, restaurants put supervisors with excellent performance and ability into responsible positions, promote hard-working employees to foreman, and discourage incompetent supervisors, foreman and employees, which more or less promotes the development of restaurant work and provides a guarantee for management mechanism to achieve revenue goals.

3.20XX August to 20XX June165438+1October, the catering department * * * completed 86% and 35% of the planned tasks, with an average gross profit margin of 44% and 24%.

(e) On the premise of quality, do a good job in guest rooms.

1. The hotel has been understaffed since it opened on August 6th, 20XX. The room service staff worked hard while clearing the scene, which was very stressful. However, with the concerted efforts of Qixin's Qi Xin, * * * has completed all the tasks assigned by the hotel without reducing the room cleaning quality.

2. Morning meeting of the team. In order to ensure the quality and stability of the hotel's basic product "guest room", according to the requirements of the hotel, the housekeeping department established the morning meeting system for long-term package and individual package teams, arranged the work of the day, standardized the gfd irregularity of each employee, kept all employees in the same mind, and ensured that all the work could be put in place. Summing up last week's work at the team weekly meeting, arranging and writing next week's work, and incorporating it into the contents of relevant hotel documents, fully embodies the "strict, detailed and practical" work style.

3. Security check. In addition to setting up a full-time person in charge of security in the department, safety knowledge training is also turned into a system, which runs through the whole year and reflects different levels and contents. From the hotel's corresponding preventive measures and emergency treatment methods to the inspection requirements of various electrical appliances. , from the beginning. Clear the person in charge of safety in each area, paste it on the wall in the form of words, and emphasize the working principles of "whoever is in charge is responsible" and "joint management". Carefully observe and inspect hotel guests, visitors and passers-by to ensure that there are no omissions.

4, production and operation and the completion of various task indicators. The hotel has just opened and its popularity is low. In order to expand the popularity of the hotel, the housekeeping department reduced the room rate and used preferential policies such as room coupons to attract guests, so as to make the peak season more prosperous and the off-season not weak, exceeding the various task indicators set by the hotel. In order to control the cost and reduce the gross profit margin, we recycle some materials to make our gross profit margin reach over 96%.

(six) to "four prevention" as the content, do a good job in security work.

1, establish and improve various rules and regulations:

During the trial operation of the hotel, according to the requirements of the hotel, the operation manual of this department was formulated in June+10, 5438, and the fire safety responsibility letter was signed with all departments at the end of the month, resulting in no safety accidents in the hotel operation. Every holiday, we should do a good job of duty watch and emergency plan, so that security work will not be relaxed.

Step 2 manage

First of all, in daily work, start from me and take responsibility for yourself. Especially during the hotel construction, the security department actively cooperated with various ministries to ensure the safety of the hotel, which laid a good foundation for ensuring the smooth opening of the hotel.

In daily work, we should teach students in accordance with their aptitude, analyze the psychological state of personnel, adopt different ways and means to eliminate the psychological anxiety of department employees, and cultivate the ability of coordinated operations. No matter in an emergency or when assisting various ministries, we have achieved the goal of unified action and coordinated operations.

3, fire control work

In order to further conscientiously implement the provisions of the Fire Prevention Law, nip in the bud and improve the awareness of all employees, all hotel employees were educated from top to bottom to pay attention to fire prevention, and were fined 1600 yuan during the construction period, 30 fights were handled, 6 illegal operations were arrested, and 600 yuan was fined. Fire safety training 150 times, rectification notice 12 copies. Buy 128 fire extinguishers and 50 fire extinguisher box. After three inspections by functional departments, the fire-fighting facilities in the hotel were basically ensured, which laid a good foundation for the acceptance and operation of the hotel by the Municipal Fire Bureau in June and February, 5438.

(seven) to reduce consumption and loss as the core, do a good job in maintenance.

Since the preparation of the hotel, the engineering department has been cooperating with the construction unit to decorate the original building. Carry out a complete demolition work, register them one by one and transport them to the warehouse to ensure that the demolition loss is minimized. In order to save money, the hotel management network was fully wired and built by itself, which alone saved the hotel nearly ten thousand yuan. Moreover, during the trial operation, the staff of the engineering department sometimes work until six or seven in the morning and go to work as usual in the morning. Employees have made great contributions to the normal operation of the hotel without any regrets.

After the opening of the hotel, the engineering department designed and produced two Brazilian barbecue grills, the second-class warehouse shelves of the hotel, and the renovation and demolition of the first floor heating. , including the installation and debugging of a series of facilities and equipment in the hotel, was also completed by the engineering department, which saved a lot of money for the hotel.

After it opened on August 5, due to its good operating conditions, all kinds of energy consumption were relatively high. In this case, through the unremitting efforts of all the staff of the project, the total water and electricity consumption of the hotel is 65,438+0,202 cubic meters and 65,438+0,525 kWh, which has made an important contribution to the hotel economy through practical actions.

(eight) to lean as the principle, do a good job in personnel and training.

Since the trial operation, under the guidance of the important idea of "people-oriented", the human resources department has successfully completed the personnel work in 2006 with the goal of "running the store with talents and surviving with talents" in the competition of resource development and survival.

After five months of operation, the hotel's employment mechanism has been gradually established to help employees, improve employees, retain employees, provide employees with opportunities to create talents and give full play to their talents, and strengthen the training and promotion of hotel personnel.

Since its establishment, the hotel quality inspection department, as the functional department of hotel discipline inspection, has strictly implemented the hotel rules and regulations and the staff code. In the past few months, five employees have been dismissed, six employees have been dismissed 16, three employees have been detained and inspected, and 73 people have been given other warnings, which further creates a good atmosphere of respecting the hotel system and not tolerating violations of the hotel system.

Strengthened the training of employees. In addition to induction training for new employees, one-on-one training was also given to new employees. Old employees lead by example and drive new employees through words and deeds.

Third, enhance corporate culture and enhance employee cohesion.

Corporate culture construction has always been an important work of Holiday Inn. Employees' birthdays, monthly appraisals, monthly chess games and interesting competitions are all colorful. This year, the corporate culture of the hotel can be said to be a year of continuous innovation and progress. Taking the creation of a learning enterprise as a new focus, the Party branch and the Youth League branch of Holiday Inn Oriental were organized and established. In order to learn the advanced management concept of the hotel, the general manager of the hotel also organizes employees at all levels to learn advanced management experience such as improving and cultivating the quality of middle-level cadres and service quality control procedures during the lunch break every day, and connects them with their work, and organizes department leaders to compile the Holiday Hotel Staff Awareness Meeting, the Operation Manual of each department and the Quality Manual being compiled by each department.

Fourthly, there are three problems in four-star standard, customer feedback and hotels.

(A) facilities and equipment are not perfect

Summary of catering cashier work: Four-star business hotels can't meet the requirements, whether it is the hardware equipment in the guest rooms or the software facilities in the hotel. It is a very important job for hotels to reach the standard of four-star hotels next year.

(B) the management level needs to be improved

1. Managers' comprehensive qualities such as cultural literacy, professional knowledge, foreign language proficiency and management ability are uneven.

2. The hotel has not formulated a set of standardized, systematic and feasible "management mode";

3. Individual behaviors such as "rule by man" management and random management occur from time to time among some managers.

(c) The quality of service needs to be optimized.

From many inspections and guest complaints, it is found that the service quality of employees in various departments and positions in the hotel is high and low horizontally and good and bad vertically. Day and night, usually on weekends, with or without leaders, it is difficult to achieve the same quality service. The recurring problem is that some employees in some departments or positions are untidy, polite and initiative, poor reception service and inflexible in gfd. In addition, careless cleaning and untimely equipment maintenance have also affected the overall service quality of the hotel.

20XX is the first year of trial operation of Holiday Inn Oriental, which is also a turning point in the development of the hotel. Holiday Inn should establish a good corporate image in all social occasions, and keep the room occupancy rate and catering attendance rate developing in a benign direction. I believe that in the new year, with the joint efforts of the chairman, general manager and all the staff of the hotel, we will broaden our thinking and forge ahead, and all the work of XXXXXX Holiday Hotel will surely achieve new achievements!

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