Five lectures on catering service

Catering is a food production and operation industry that provides consumers with all kinds of drinks, food, consumption places and facilities through instant processing, commercial sales and service labor. Let's take a look at five service words in the catering industry. Welcome to check!

Service words in catering industry 1

Dear leaders and colleagues,

Hello, my name is _ _, and I am an ordinary employee in the lobby. The topic of my speech is "Catering Service".

From the opening in July to the development in August, and then to the depression in September, we had hardships, joys and disappointments. But we will not forget that without the development of enterprises, there can be no happiness of small families, no glory of enterprises, and no career achievements. The restaurant is closely connected with us, and we gather here not only to make a living, but also to face it with gratitude. Obey the leadership, obey the command, do your duty, and put the interests of the enterprise first. Affected by fishing, we can't decide how many guests can come to the restaurant today, but we can satisfy our guests and become our repeat customers.

It is not easy to do our work well. Every day we come into contact with strange faces, customers of various identities and people with different personalities. Among them, some know you, some don't understand you, some are of good quality, some are of poor quality, and their demands, some of which we can do and some of which we can't do, all require us to complete with enthusiasm and quality service. We are human beings, and we also have our own personality and emotional changes. In any case, we all have a strong ability to adjust our mentality. I am happy when customers are happy, I am satisfied when customers are satisfied, and the troubles of customers are solved. I think the customer's business is not a trivial matter, and my own business is not a big deal.

We have no rhetoric, only plain words and deeds; No glorious deeds, only ordinary work; There is no hero image, only a busy figure. But it is this simple, ordinary and busy that fully embodies our love and loyalty to the cause. I hope that through our efforts and high-quality services, this place will become a home for customers, a harbor for customers to take shelter from the wind, a gas station for customers to live in, a thriving business and a more brilliant tomorrow!

My speech is over! Thank you!

Speech on catering service II

I am very grateful to the group company and hotel leaders for giving me this opportunity to participate in today's competition for the position of hotel manager. This is both an opportunity and a challenge for me. I will cherish this rare opportunity to show myself and exercise myself. Participate in the competition for the position of assistant general manager of the hotel and bravely accept everyone's judgment.

My name is _ _ _ _, and I started working. 12 years, worked as a salesman, salesman, hotel waiter and hotel administrator. Taught me how to be a man, how to do things and how to work. During the period of 12, I was awarded the title of "excellent employee, service expert and outstanding cadre" for many times. As a middle-level hotel manager, I have been adhering to the style of "keeping my word, keeping my word". In June of 5438+00, I joined the Youth League, a talented and United family. With the care and guidance of the leaders and the support and help of my colleagues, I have learned a lot and made great progress. I would like to express my sincere thanks to all the leaders present! It is your support and love that make me confident to step onto the stage of this election.

Since I joined _ _ _ Hotel for two years, under the correct leadership of the hotel, I have worked hard to do every job step by step, down-to-earth, and led all the staff in the housekeeping department to achieve the business objectives set at the beginning of the year. In 20__ years, the room income reached 3.59 million yuan, and the completion ratio was 1 17%. After three years, the income is * * * 3.674 million yuan, and the completion ratio is 102%. And organized housekeeping staff to participate in the skills competition of the hotel industry in the whole city and the whole province, and won the first place in the whole city and the whole province successively. In the past two years, the housing management department has successively implemented the wage piecework system and the cost control contract system. In service management, the slogan we choose is "high standard, excellent service, sweet smile and mutual assistance". As the saying goes, "nothing is impossible, only unexpected." With meticulous observation and enthusiastic service, we will create a warm atmosphere for our guests in the way of "moistening things quietly". Let guests feel the preciousness of friendship, the priceless affection and the warmth of home in our hotel.

Years of hotel work experience have made me have a deeper understanding of the hotel service industry, a more comprehensive understanding of hotel management, and gained rich experience in hotel management in practice. Years of first-line work experience have developed my rigorous and meticulous work style and perseverance in the face of difficulties. And rich experience, solid business ability and meticulous work style have won me the trust and respect of leaders and many guests. I believe these experiences will be of great help to my future work. If I want to be a qualified assistant, I should not only have a certain professional level, comprehensive quality and psychological quality, but also have good interpersonal communication skills. Although I have many shortcomings, I will continue to strengthen my business study and sum up my experience in my work. If I am lucky enough to be successful in this competition, my work plan and assumption are as follows:

First, be a "helper". Assist leaders to do a good job in superior business departments, information feedback and daily procedural work. Assist leaders in project negotiation, accept customer complaints, organize opinions into materials and report to leaders in time.

Second, be a "waiter". Serving the leaders is the unshirkable duty of the administrative assistant. Things assigned by leaders should be completed in time. Serving leaders is one of the most important services for business departments and all employees. Therefore, some cultural activities can be properly carried out to create an intimate and harmonious "family atmosphere", so that every employee and his family can create a good collective environment atmosphere based on their love and loyalty to the hotel and consciously contribute all their wisdom and energy to the overall goal of the hotel.

Third, be a "coordinator". Coordinate the horizontal relationship between the hotel and other subsidiaries of the group, () and the vertical coordination of the superior-subordinate relationship within the company, and give full play to the important factors of a group and a team.

Fourth, be a good "administrator". On-site management of hotel is the primary work. First of all, pay attention to the connotation of corporate culture. It is better to seek a kind of spiritual enjoyment than to stay in a hotel for dinner. Therefore, hotels learn from traditional culture in management, such as "ruling hotels with benevolence", inject more emotional elements into the management process, and strengthen the management effect through "teaching by example" to gradually realize the service from "servant" to "gentleman". In my opinion, to be a good manager, we must first manage ourselves. Only in this way can we establish a firm work belief and form a good work style, which is also more conducive to our own growth.

Verb (abbreviation of verb) looking for "growth point" The competition in the hotel industry is not a simple competition between software and hardware, but also a competition between corporate culture brands, which embodies the same values of enterprises and employees. Therefore, the hotel must encourage the implementation of all-staff sales, and everyone should make corresponding plans and measures with clear annual goals, with clear goals, and strive to "do it carefully" in every detail of the work, so that saving a penny is equal to earning a point. Learn to operate the self-elimination system and do a good job in internal marketing and internal management, so as to go out and introduce maturity.

As an active participant in this competition, I hope to succeed in the competition, but I will never avoid failure. No matter what the final result is, I will "be an upright person and do things seriously."

Speech on catering service 3

Dear leaders and colleagues,

Hello, I'm _ _ from the front desk. I am honored to have this opportunity to stand here and communicate with you. The topic of my speech today is "Try my best to serve with my heart and make the stars brighter".

I am as excited as everyone else that the star review can pass smoothly. Since the hotel planning, countless days and nights have passed, and everyone in Moon Bay is looking forward to the brilliant starry sky at this moment.

These days when I worked in _ _ _ Hotel, what I saw was the tireless, enthusiastic, meticulous and serious working attitude of the leaders and colleagues, which had a great influence on me. While bathing in the stars, I often ask myself what practical actions should be taken to add luster to the star reviews. I think what I can do is to do my best and serve with my heart.

So how can we do a good job of caring service? I think there are the following points: first, we should constantly improve our own quality. Good personal qualities are comprehensively reflected through our knowledge, our work, our treatment of people and our rich personal connotations. I haven't worked in Moon Bay Hotel for a long time, but I have been trying to learn all kinds of professional knowledge, such as front desk reception, switchboard wiring and business center reservation. I hope that every customer and friend who comes to the hotel can enjoy the fastest and most convenient service.

The second point of attentive service is to touch customers and friends.

Let customers and friends feel comfortable, safe and caring in our hotel environment. Let customers and friends have no sense of strangeness and distance in our hotel. Then touching customers and friends requires attention to detail service. Sometimes just a kind greeting and a bright smile are enough to touch customers and friends.

The third point of attentive service, which I think is also the most important point, goes deep into the hearts of customers.

Quality service is actually heart-to-heart communication. Go into the customer's heart, proceed from the real needs of customers and friends, think what customers and friends think, be anxious about the urgency of customers and friends, and serve customers and friends sincerely. Sometimes it's just to make customers and friends have a happy mood. In order to make our customers and friends get enough face and not quarrel with them, we even have to bear great grievances. Even if we succeed, we will give him three points. This happened to me when I was working at the front desk. It brought me bitterness, but it also brought me sweetness. It left a very deep impression on me.

I was working the night shift that day. At about 9 pm, a gentleman checked into this hotel. Seeing that he looked tired, I checked him in as soon as possible. But after more than ten minutes, the gentleman came to the front desk angrily. He left his room card at the front desk. "What kind of card are you? Even the door can't be opened. " "I'm sorry, sir," I said, picking up my room card and putting it in the door lock system. Everything's fine. I confirmed it again. I think the customer friend must have used the card improperly, so when I gave the card to this gentleman, I specially painted it by hand. "Hello, sir, the disk of this room card should face up."

"What do you mean?" Before I finished, he interrupted me, "I have stayed in so many hotels that I can't even open the door?" "What's the matter with your hotel? Find a student on duty. Will you swipe your card? " At this time, I feel particularly wronged. I really want to tell him that I didn't swipe the wrong card. If you don't believe me, I can ask the waiter to confront you on the floor to see who is wrong. But seeing that gentleman so excited, it doesn't matter who is right or wrong. Even if I tell the truth, unpleasant things will still happen.

I just smiled and said to him, "sir, I'm really sorry for the trouble." I'll ask the room attendant to wait for you at the elevator entrance on the 12 floor. You can deal with her directly if you need anything. Do you think this is ok? " Maybe my sincere attitude moved him. He held back the fire and just said, "well, tell the waiter to hurry up." Look at the time now and get up early tomorrow. " I'll inform the waiter to deal with this matter at once. Afterwards, I learned from the waiter that this customer friend used the room card of 1202 to open the door of 1220. Hearing this, all the grievances and doubts in my heart are relieved.

It happened that the gentleman checked out early the next day, and it was in my hand. This gentleman is very thoughtful. He left the front desk after all the check-out procedures. When I walked to the door, he deliberately turned around and came to me. He sincerely told me that he said two words, which I always remember. The first sentence is "Little girl, you are really good", and the second sentence is "It is the pride of your hotel to have an intern like you." I know this gentleman said a little too much, but when he emphasized the word "trainee", I understood what he meant.

In fact, the grievances we bear can sometimes be understood by our customers and friends and praised afterwards, but more often we can only bear them silently in our hearts.

However, our love grievances not only bring happiness to our customers and friends, but also leave a very deep impression on them. They will pass on these feelings to others inadvertently or inadvertently, and they will make a free promotion for our service and our hotel. So what can our hotel get in the end? We will get a group of the most loyal customers, and the hotel will also get a very rich profit return.

I haven't worked in _ _ _ Hotel for a long time, only two short months. Maybe my understanding of service is not thorough enough, but this is really my real experience at work. I hope that in the near future, in the warm and harmonious family of _ _ _ Hotel, I can constantly accumulate business knowledge, constantly improve myself in service, do my best and serve wholeheartedly, and make the hotel a more brilliant star.

Speech on catering service 4

Dear leaders and colleagues,

Good afternoon everyone! My name is Sun, and I come from Anhui. Today, I am very happy and honored to become attached to _ _ store. When I came here, I found that everyone lived in harmony, United and helped each other, which made me smell the smell of home and made me uneasy and gradually restored calm. Today, I am very happy to stand on the stage of the foreman competition again. Last foreman competition, I didn't seize the opportunity and failed. Thank you very much for giving me another chance and a stage to show myself. I believe I can do it.

In fact, not long ago, I didn't want to participate in the competition, not because I didn't have confidence and was afraid of not participating, but because I had some extreme ideas. I think there is some pressure on the work head. As far as my personality is concerned, I am not suitable for working as a boss, but under the guidance of our boss, our foreman Guo, and with the support of my good friends, I understand a lot, and I won't have any extreme ideas about me.

I think the competition for the position of foreman is a turning point in my work. Today I'm going to sprint for the position of foreman. A good foreman in my mind, I think he should have six aspects:

One: Strong personal thinking

Two: Strong professional skills

Three: strict style and discipline

Four: certain communication skills

Five: strong adaptability

Six: Excellent completion of the task

I think as a good foreman, he plays a great role, so that he is not only a bridge to convey the supervisor's intention, but also a link to summarize and feedback the following employees' views and opinions, and even more a bosom friend of employees. He also needs to be observant, grasp the mentality of employees at the first time and communicate well. Of course, he can be familiar with and understand the company's corporate culture and rules and regulations, and must have certain execution ability and problem-solving ability.

If I can compete for the position of foreman, I will do the following things:

First, strive to improve their learning ability, enhance their business knowledge and professional skills, and learn management experience and the ability to handle customer complaints from leaders and predecessors.

Second: lead other family members to make progress and grow together while improving themselves.

Third, communication is very important, and ideological work with family members should be done in time. Observe their ideological trends carefully, so as to grasp their thoughts and opinions in time and make positive feedback.

Fourth, the business goal of an enterprise is always performance first, service first, good performance, and service level is particularly important. Now customers are not only full, but also have higher requirements for service satisfaction. How can we advocate humanized service? It is to treat customers as friends, think what friends think, be anxious about what friends are anxious about, and smile from the heart. Only when they are truly friends can we truly serve with a smile and the service will be in place. Products can also meet the requirements of customers, and their performance will naturally improve. How to make friends with customers is also what I need to learn from them.

Fifth, the company has developed rapidly by completing everything arranged by the superior leaders. Only when the big family of the company is developed will there be a better platform for self-improvement. Since there is such a vast stage to show my dreams, I will sprint towards the most dazzling place on this stage. I believe I will succeed forever!

My speech report is over!

Thank you!

Speech on catering service 5

Honesty and trustworthiness are the traditional virtues of the Chinese nation. Since ancient times, abiding by honesty is the standard to measure a person's behavior, quality and personality. Being a business also needs honesty. The ancients said: "The way to manage lies in honesty, and the way to make a profit lies in faith." Honesty and trustworthiness is the basic moral principle of being a man, and it is also the premise for enterprises to fight against the market. In today's socialist market economy, we pay attention to "honesty" because there is a shadow of lack of honesty in real life. Fake cigarettes, fake wine, fake documents, counterfeit banknotes, etc. They have left many shadows of dishonesty in people's minds, leading to a lack of trust and understanding between people.

As a service worker, especially as a "golden ear", how should we face the actual work now? In practical work, people often understand service as attitude, that is, good attitude = good service, but it is not. The service is more profound and closely related to the implementation of rules and regulations. Everyone knows that dealing with customers directly is tiring and tedious, but I like this job and I like to see the expression of customers expecting satisfaction. I like to see customers come here tired and leave with a satisfied smile; Satisfied with the sense of accomplishment gained after adhering to the principle of ensuring the interests of hotels and customers. However, due to the lack of hardware, we often have to make up for it through manual services, and we also have to accept the vent of dissatisfaction when customers fail to reach their goals. In short, the alternation of people coming and going has made me have an indissoluble bond with many customers, and exchanged sincere service for the true feelings of customers, making our work vivid and colorful!

I think the work of our front desk is the signboard and facade of our hotel, and it is the window to show the spirit of "Golden Spike". The words of hotel quality service are the place where customers' first impression is formed. This is the first contact place when customers come in, and the last explanation place when customers leave. The quality of service here will largely determine the whole mood of customers here and their psychological feelings after leaving, so I regard my work as solemn and sacred, and at the same time feel my responsibility and pressure. Every time before going to work, you should not only pay attention to your appearance and language, but also pay attention to your mood and mentality. We should forget our family, our life, our unhappiness and troubles, our physical fatigue, that is, we should baptize our hearts and devote ourselves wholeheartedly to our work. Only in this way can you serve customers wholeheartedly and think of the enterprise wholeheartedly. My work center is: all for customers, all for customers, all for customers. It is not easy to do our work well. Every day we come into contact with strange faces, customers of various identities and people with different personalities. Some of them know you, some don't understand you, some are of good quality, and some are of poor quality. Their requirements are what we can do, and some we can't do, which require us to use enthusiasm and quality. We are human beings, and the comments on hotel quality service also have their own personality and emotional changes. In any case, we all have a strong ability to adjust our mentality. I am happy when customers are happy, I am satisfied when customers are satisfied, and the troubles of customers are solved. I think the customer's business is no small matter, and my own business is no big deal. Therefore, over the years, customers have not been dissatisfied because my work is not in place As a "golden spike", I am steadfast in my heart and learn from my customers. The operation of a hotel is just like the operation of a computer. Not only high-quality hardware, but also good software are needed. Our equipment is hardware and our service is software. Our hardware may not always meet the requirements of customers, but our software will try its best to meet customers without damaging the interests of the industry and our personality. Over the years, we have exchanged sincerity for truth, and we have exchanged honesty for sincerity, which has left a deep impression on customers and attracted many repeat customers, leaving intangible wealth for enterprises.

In ancient China, there was such a couplet: the reeds on the wall are top-heavy, the bamboo shoots in the mountains are thick-skinned and empty-bellied, to describe those who have no knowledge and are not serious about their work. In today's society, this is also a warning to our service personnel. If there is no high-quality service and integrity, this enterprise will not stand the test of wind and rain and time, and will soon wither without vitality. As a desk worker, I will continue to learn to charge, enrich my knowledge and improve my ability to cope with market changes. I don't want to be a bamboo shoot in the mountain or a reed on the wall.

We have no rhetoric, only plain words and deeds; No glorious deeds, only ordinary work; There is no hero image, only a busy figure. But it is this simple, ordinary and busy that fully embodies our love and loyalty to the cause. I hope that with our efforts, our quality service and our integrity, we can make this place a home for customers, a shelter for customers, a gas station for customers' lives, make our business flourish and make our tomorrow more brilliant!

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