201*年餐飲部前廳工作總結(jié)及下半年工作計(jì)劃

餐飲部201*年上半年工作總結(jié)

及下半年工作計(jì)劃

201*年上半年在酒店領(lǐng)導(dǎo)的正確領(lǐng)導(dǎo)和各部門積極配合下，我調(diào)入餐飲部帶領(lǐng)全體同仁團(tuán)結(jié)一心，

克服種種困難取得如下成績：一、餐飲內(nèi)部建立內(nèi)部質(zhì)檢小組

徹底打破建店三年多來衛(wèi)生、紀(jì)律檢查的被動(dòng)局面，率先組建餐飲部內(nèi)部質(zhì)檢小組。質(zhì)檢小組有餐飲部經(jīng)理任組長，小組成員有副經(jīng)理和幾名主管組成，每天中午11:15對餐飲部各區(qū)域進(jìn)行檢查，對查出的問題逐一整改落實(shí)，并按制度規(guī)定獎(jiǎng)罰分明。運(yùn)行半年來一直得到酒店質(zhì)檢部監(jiān)督指導(dǎo)，質(zhì)檢成果才得

以穩(wěn)步提高。

二、編寫修正最新餐飲部規(guī)章制度及最新擺臺(tái)標(biāo)準(zhǔn)

結(jié)合酒店實(shí)際，集思廣益組織編寫了相關(guān)的規(guī)章制度。如樓層小例會(huì)制度，要求每個(gè)樓層崗位除大例會(huì)外每天按時(shí)召開樓層小會(huì)議，總結(jié)本樓層的昨日不足，布置補(bǔ)充本樓層工作安排；對部分員工工作散漫，違紀(jì)違規(guī)，私拿偷吃等遺留的老問題也制訂了相應(yīng)的處理辦法，取得了明顯的效果；以及餐飲部勞動(dòng)

紀(jì)律；周計(jì)劃衛(wèi)生制度、最新擺臺(tái)標(biāo)準(zhǔn)等。

三、結(jié)合后廚部制定了新的餐具管理辦法

新辦法的實(shí)施，使餐具破損率比建店以來任何時(shí)期都低，有效地控制了前后餐具的破損。

四、背景音樂不間斷播放

通過我不懈努力，結(jié)合有關(guān)部門，徹底改寫了三星級酒店餐飲部無背景音樂播放的歷史。為客人營

造了溫馨優(yōu)雅的用餐氛圍。五、多次更換餐飲區(qū)域綠植

根據(jù)不同樓層、不同區(qū)域，不同需求，及時(shí)和花卉租賃公司聯(lián)系布置、調(diào)換各類花木，使用餐環(huán)境常變常新。并在各區(qū)域?qū)嵭芯G植養(yǎng)護(hù)責(zé)任制，極大保證了各區(qū)域各包廂綠植的存活率。

六、規(guī)范了倉庫和布草管理

徹底解決了多年來部門倉庫、布草無專人管理的局面，有效控制了布草無謂的流失和布草回收、清

洗，物品領(lǐng)取無記錄等環(huán)節(jié)的混亂局面。

七、抓培訓(xùn)，抓落實(shí)

培訓(xùn)和落實(shí)，兩手都要抓，兩手都要硬。針對培訓(xùn)內(nèi)容，逐一進(jìn)行整改落實(shí)，一步一回頭，循序漸進(jìn)。通過一段時(shí)間的努力，餐飲部全體員工無論在儀容儀表、禮節(jié)禮貌，還是在服務(wù)流程、勞動(dòng)紀(jì)律等方

面均有質(zhì)的提高，提高了餐飲服務(wù)在客人中的美譽(yù)度。

八、對每一位部門管理人員在職能上做了較為細(xì)致的分工。使日常工作得以順利開展，尤其各類重

大接待也均能圓滿完成。

九、制度面前人人平等

半年來，我一貫奉行制度面前人人平等。要求員工做到的，管理人員應(yīng)首先做到，嚴(yán)格按制度獎(jiǎng)懲，獎(jiǎng)，大張旗鼓地獎(jiǎng)，真正起到獎(jiǎng)的效果；罰，罰和思想工作并進(jìn)，罰得讓違規(guī)人員心服口服，讓其他

員工引以為戒。當(dāng)然，在成績面前我非常清醒，很多工作離酒店領(lǐng)導(dǎo)的要求仍有很大差距。餐飲工作中仍存在一些

不足之處：

1、仍有一部分員工服務(wù)意識(shí)的主觀能動(dòng)性較差，機(jī)械性地去工作；部分員工自律性較差，如站位紀(jì)律、服務(wù)禮貌用語、餐中服務(wù)等，管理層在一個(gè)樣，領(lǐng)導(dǎo)不在又是另一種狀態(tài)，缺乏一個(gè)合格的服務(wù)員應(yīng)

有的素質(zhì)。

2、部分員工仍缺乏團(tuán)結(jié)協(xié)作的意識(shí)。3、個(gè)別管理層在執(zhí)行力方面仍需進(jìn)一步加強(qiáng)。

4、個(gè)別員工仍缺乏節(jié)約意識(shí)。5、極個(gè)別員工還存在偷吃私拿等違規(guī)現(xiàn)象

隨著星級酒店新標(biāo)準(zhǔn)的實(shí)施，我們酒店的未來將任重而道遠(yuǎn)，雖然我們經(jīng)歷了將近四年的實(shí)踐與探索并取得了部分成功經(jīng)驗(yàn)，但是我們必須時(shí)刻保持清醒的頭腦，意識(shí)到鄆城市場的局限性，消費(fèi)群體進(jìn)一步分化和影響部分消費(fèi)群體做圣達(dá)回頭客的各方面內(nèi)部因素，以及同行業(yè)不斷涌現(xiàn)和激烈競爭帶來的影響。所以，我們要針對上半年存在的問題不斷地加強(qiáng)提高管理水平、服務(wù)水平和人員素質(zhì)。針對下半年的

工作特制定計(jì)劃如下：

一、繼續(xù)加強(qiáng)員工的業(yè)務(wù)技能培訓(xùn)，提高員工的綜合素質(zhì)

餐飲部的每一位成員都是酒店的形象窗口，不僅整體形象要能經(jīng)受得住考驗(yàn)，業(yè)務(wù)知識(shí)與服務(wù)技巧更是體現(xiàn)一個(gè)酒店的管理水平，要想將業(yè)務(wù)知識(shí)與服務(wù)技巧保持在一個(gè)基礎(chǔ)之上，必須抓好培訓(xùn)工作，如果培訓(xùn)工作不跟上，很容易導(dǎo)致員工對工作缺乏熱情與業(yè)務(wù)水平松懈，因此，下半年計(jì)劃每月根據(jù)員工接受業(yè)務(wù)的進(jìn)度和新老員工的情況進(jìn)行必要的分層次培訓(xùn)，培訓(xùn)方式仍主要是偏向授課與現(xiàn)場模擬，并督導(dǎo)其在工作中學(xué)而用之。同時(shí)在每個(gè)月底向酒店質(zhì)檢部上交下一月的培訓(xùn)計(jì)劃，方便酒店質(zhì)檢部及時(shí)給予監(jiān)督指導(dǎo)。

二、進(jìn)一步加強(qiáng)吧臺(tái)餐飲預(yù)訂的靈活性以及包廂服務(wù)員的酒水推介意識(shí)和技巧，提高酒水銷售水

平，從而多方面提高酒店的經(jīng)濟(jì)效益。

三、加強(qiáng)員工思想教育。利用一切機(jī)會(huì)不斷地向員工灌輸顧客就是上帝的理念；同時(shí)激勵(lì)員工發(fā)

揚(yáng)團(tuán)結(jié)互助的精神，增強(qiáng)員工的凝聚力，樹立集體榮辱觀。

四、繼續(xù)做好“節(jié)能降耗”工作

1、嚴(yán)抓日常消耗品的節(jié)約。如餐巾紙、牙簽、布草、餐具等。2、降低設(shè)備運(yùn)行的消耗。如空調(diào)合理開啟及時(shí)關(guān)閉等。

3、杜絕馬桶長流水、長明燈等。

五、突出以人為本的管理理念，保持與員工溝通交流的習(xí)慣，以增近彼此的了解，便于工作的開展。計(jì)劃每個(gè)月找部門各崗位的員工進(jìn)行談話，主要是圍繞著工作與生活為重點(diǎn)，讓員工在自己所屬的工作部門能找到傾訴對象，保證溝通程序的暢通，根據(jù)員工提出合理性的要求，管理人員時(shí)刻將員工心里存在的問題當(dāng)成自己的問題去用心解決，為員工排憂解難。如果解決不了的及時(shí)上報(bào)酒店領(lǐng)導(dǎo)尋求幫助。讓員工真正感受到自己在部門、在酒店受到尊重與重視，從而人人能有個(gè)好心情，這樣更有助于更好地服

務(wù)于顧客。

六、繼續(xù)做好部門內(nèi)部的質(zhì)檢工作

每日質(zhì)檢，主要檢查各崗位員工的儀容儀表、禮節(jié)禮貌、衛(wèi)生紀(jì)律、餐中服務(wù)細(xì)節(jié)、宿舍紀(jì)律衛(wèi)生等方面的巡檢。定期報(bào)請酒店質(zhì)檢部來本門監(jiān)督指導(dǎo)工作，并主動(dòng)匯報(bào)部門質(zhì)檢情況，從而不斷提高本門質(zhì)檢

水準(zhǔn)。

七、增強(qiáng)監(jiān)督機(jī)制和競爭機(jī)制，逐步改觀個(gè)別管理人員執(zhí)行力不強(qiáng)的局面。

201*年下半年是新的征程，新的起點(diǎn)。我決心一如既往地視酒店的發(fā)展為已任、視部門的發(fā)展為已任、視員工的發(fā)展為已任、視自己的發(fā)展為已任。我堅(jiān)信在酒店領(lǐng)導(dǎo)的帶領(lǐng)下，全體員工團(tuán)結(jié)一心，努力

工作，我們圣達(dá)酒店的生意會(huì)越來越紅火，圣達(dá)的明天也會(huì)更加輝！

擴(kuò)展閱讀：酒店前廳部201*年工作總結(jié)及201*年工作計(jì)劃

酒店前廳部201*年工作總結(jié)及201*年工作計(jì)劃

Workingsummaryreachedministryof201*01antechamber201*thejobplanned201*201*,antechamberministryfallsintherightleaderofhotelgeneralmanager,indepartmentaldoorsupportenergeticallycooperatetofall,belowsectionalemployeejointefforts,giveprioritytoinordertosellmanagement,fromtakegovernmentofbusinessoffirecontrolsecurity,aggrandizementseriously,reducemanagementcost,therespectsuchascarestafflifebegantobeginthework,betterlandisfinishedmanagedanend201*,eachjobalsogainedremarkablesuccess.Dofollowingsummarywithrespecttomain201*jobnow:One,adjustmarketstrategy,enlargememberamount,increasehotelprofit.Adjustmarketstrategy,enlargememberamount,increasehotelprofit.Promotepoliticaccrual201*beforethehotelwilladduptoinNovemberrecievedomesticguestperson-time,thebudgetisenteredbeforeguestroomwillcloseinNovember10thousandyuan,thehotelfinishs10thousandyuanactually,beforefinishingestimatedinNovember%,abovequota10thousandyuan.Becausesellthemoveofcentreofgravity,hotelbefore201*willcometocomelooseinNovemberguestincome10thousandyuan,enteranighttoadduptoanight,averageroompriceyuan/,occupyatpresentthe％ofguestroomgrossincome,relativelybefore201*11monthscometocomelooseguestincomefallssomewhat,antechamberministrysupportsenergeticallyinwhatthehotelleadsbelow,memberofactivepromotion,salegetsstuck,uptototheendofNovemberweinallworkoffmembergetsstuckpiece,givepiece,adduptopiece,thememberblockssalesrevenue10thousandyuan.Thepromotionofthememberwascreatedinthesaleofmembermarketforthehotelsurmountbeforebeautifulaccomplishment,beforeinNovembermemberincome10thousandyuan,enteranighttoadduptoanight,averageroompriceyuan/,occupyatpresentthe％ofguestroomgrossincome,marketofthememberthatfinishisestimated%,incomeandphotographofaccumulativetotalofmembermarketthecorrespondingperiodwascomparedlastyearincrease10thousandyuan.2,heighttakesworkoffirecontrolsecurityseriously,safeproductionofbaseoneselfupon.Heighttakesworkoffirecontrolsecurityseriously,safeproductionofbaseoneselfupon.Thefirecontrolsafetyofthehoteliscrucial,hotelannualorganizesentirestore3timestoundertakefiredrill,strengthentheputoutafiretoeveryemployeetoprovidedisasterrelieftheeducationofability,atthesametimethebranchstillstrengthenedthegoonatourofinspectionthatreachscircumjacentareatohotelinterior,searchfirecontrolblindangleseriously,eliminatehiddendangeroffirecontrolsafety,discovertheproblemishandledintime,stricterrequirementisworthclassmanagertoambulatemore,diligentdiscovery,whenschedulecarefulgoonatourofinspectioneverycorner,arrivedeepeachbranches,severecheckfirecontroltoviolatecompassesact,ensurethenormaloperationofthehotel,ensurethepersonofaccommodationguestissafe.Thehotelborders2annulusroadonthewestposternbridge,fromTianAnMen,mediumNanhai,countryendowmentappointwaitfornationalministriesandcommissionscloser,becausethisissafetheChongzhongzhithatthejobisourroutinemoreisheavy,thehotelwasmadefromthebeginningoftheyearaseriesofsafetyadministrationdemand,leteveryemployeerealizethevalueofsecurejob.Eachsafetythatthebranchjoinssubstationandpolicestationorganizationactivelystillgroomsandtheconference,eachrequirementthatallotstoitsgivescarryoutandfulfil,holdregularmeetingregularly,strengthendownstagefrompersonnelofcourseofstudygroom,accordingtotherequirementofapanagepolicestation,hadcaughtcommunicate,decorate,fulfil,eachjobsuchasexamination,assessment,thebranchstillstrengthenedeveningshifttobeondutythemanagementofthemanager,implementsystemofgoonatourofinspectionstrictly,FM201*|PES201*|FIFA

severecheckeachsafehiddentrouble,thepublichouseisleadingeachinspectionthattensofsecondsuccesseswillacceptbranchofrelevantadministrationfunctioninNovember.3,payinteriorgovernmentgreatly,aggrandizementvocationaltraining.Payinteriorgovernmentgreatly,aggrandizementvocationaltraining.Comeoneyear,wefrombeginningtoendhaddoneseriouslybook,recievewaitforaservicetoregardthejobasthekey,passreasonableplatoonhouse,risetolead,withtheserviceofenthusiasticsatisfaction,tarryarriveseachguestsofinn.Thebranchwroteantechamberministrytorecieveflowandsystematicoperationmanualinthebeginningoftheyear,unitedabranchtoserveastandard,togroom,examination,supervise,assessmentestablishaccordingto,normativeemployeeserviceoperatescircuit,makeantechamberallsortsofservicesaremorefluent,thestandardismorespecific,makeaservicemorecarefulchange,standardization.Goodservicequalityisthosewhoassurefirst-classserviceisessential,raisingsatisfactionofservicelevel,guesttospendisourlong-termjob,thebranchisheldregularlygroomtheconference,strengthenemployeerankconstructionhard,thetechnicalabilitythatenhancespairofnewemployeeononehandgroomsandthepartischanged,totalknotanalysesthemtheprobleminthejobandservicestate,raisetheirservicelevel,emphasizeoldstuffontheotherhandinactionofthedominantinday-to-dayprofessionalwork,shareexperienceactivelywithnewemployee,thewholeofstimulativebranchserveshorizontalpromotion,thebranchstillaskstobeworthclassmanagertoparticipateinfieldservicedirectly,theproblemthatappearstothespotgivesbecorrectedintimeandhint,havearecordtotypicalissueandmirrorintimetorelevantbranchchief,analyseproblemgerm,makesettleway,jamadministrativeflaw.4,broadensourcesofincomeandreduceexpenditure,reducemanagementcost.Broadensourcesofincomeandreduceexpenditure,reducemanagementcost.Managementcosttoanswerthecallofgroupandhotel,achieve“broadensourcesofincomeandreduceexpenditure,disputethegoalthatachievesbenefit”,branchfromcatchinteriormanagementtobegin,adoptallsortsofdifferentkindtocontrolcostexpenses,managingcharge.Thebranchchangesearlyorlatethereceiptpressworkwithoriginalhotel,theofficesuchasA4andZhangonlypaperusestastednorms,reducepressworkandpurchasecost,strengthenthemanagementofofficethings,askofficethingssetlimittoisused,putanendtothewastefulphenomenonofofficethings,undertaketotherunningstoresthatcanreclaimreasonableuseagain,advocateofficepaperpositiveandnegativedouble-faceduse,payattentiontothemanagementusingphoneofpublicsectionatthesametime,dominatethelightswitchtimeofoldhall,floorreasonablyaccordingtothecircumstancesuchasweather,therebyhugereducedtheexpenditurethatthehotelishandlinggeneralarticlesforuseandenergyside.Antechamberministrytransfersearlyorlate3areondutythemanagerisusedchangeshiftsbreathingspaceheadsforfirecontrolcardchargesinfirecontrolofschoolstudy,passanentranceexamination,inordertoreplacetheoriginalmemberthatroomwatchaccusesinsingularfirecontrol,achieveonehillockmuchcan,hugeismanagingthemanpowerresourceofthehotel,savedthemanpowerexpenditureofthehotel.5,carestafflives,attentionhoteldevelopssmoothly.Carestafflives,attentionhoteldevelopssmoothly.Fairlandtreatseachemployee,buildacare,accreditandvaluedatmosphereforemployee,carethejobofemployeeandlife,inspectemployeetobetheassetwiththemostvaluablehotel,fairnessofferstheopportunitythatgroomandexpandsforeveryemployee.Thebranchsmokesmanageroftonepitchclassandbusinessbackbonebenefittousethejobofsectionalmanagerpostthatchangesshiftstoattendtoestablishbythecompanywithbreathingspacetogroomclass,learnadvancedprofessionalknowledgeandadministrativeconcept,allattendinggroomstafflearnshard,FM201*|PES201*|FIFA

completeassessmentwithoutstandingachievementandobtainedletterofcorrespondingcompleteacourse,inreturninganunittolearnplaceknowledgetohandlerealwork,promotedintegralprofessionalskill,improvedadministrativequalityofwhole,alsobroughtbiggerprofittothehotel.Antechamberjobcontentismultifarious,involveanareawide,employeeactuatingpressureisgreat,beaimedatthisonecharacteristic,antechamberministryemphasizeswantingtocarethelifeofemployeefrombeginningtoend,createrelaxedandpleasantworkatmosphereforemployee.Aboveall,heightofhotelmanagementlayertakesemployeedormitoryseriously,theconstructionofemployeedining-room,thehotelthrowscapitaltoundertaketransformingface-liftingtodormitoryofmaleandfemaleandemployeedining-roomearlyorlate,provideeasylivingenvironmentandrepastenvironmentforemployee,buildthedomestic”outsideHome“foremployeetruly.Waitforsectionalorganizationseveraltimestoguideemployeetogooutwithguestroominministryoftheantechamberinsideyearnextouting,pickedliveinordertoaboundtheamateurofemployee,maketheyexperiencedahotelthewarmthofthisbigfamily,thebranchisondutymanageraboveadministratoroftenseekstheirheart-to-hearttalk,encouragethem,maketheycanreceivenewjobwithbetterworkingposition,atthesametimeweasknomatteradministratorplaysinprofessionalabilityandhumannessmusthaveexampleeffect,encounterdifficultytomustrushwithservicepersonnelinforefront,easetheactuatingpressureofemployee,developabranchfromonthegoodgeneralmoodtonextmakeconcertedefforts,sharehappinessandwoe,makeemployeechargesminuteofgroundaccreditpublichouse,maketheymaintainstability,healthystateofmindthereby,assurethequalitythatservestotheguest.6,theinadequacythatexistsinthejob:Whatexistinthejobisinsufficient:1,afterweareundertakinggroomingtoemployee,employeealsohadtheknowledgeofdeeperadministrativelevelstogroomedcontent,butbecauselackanunifiedsupervisorymechanism,causedgroomtheeffectnotbeautiful,althoughauthorityisclear,understand,butinworkingactually,dosothatreachthedesignatedpositionnotquite,virtuallyalsoaffectedservicequality.2,appearanceappearance,courteousceremony,thesuperintendanddirectorinroutineguidesstrengthisinsufficient,afterneedingtoincrease,strengthisexaminedmediumlyinroutine.Thejobplanned201*:Thejobplanned201*:1,attentioncustomerdemand,theactiveandactualdemandthatreflectsacustomertorankingleader,adjuststrategictrainofthoughttoprovideabasisfortheleader.2,eachdirectivethatcontinuestocarryoutbranchofrankingconcernedfunctionstrictlytoallot,dowellfurtherfirecontrol,safe,dimensioniscertainwaitforthejob.3,thecommunicationthatstrengthenstherespectsuchasantechamberandsale,guestroom,financial,projectisharmonious,thecarryoutroomthatmakesgoodplansex,controlahouse,insideaccuseandcareandmaintenanceandcleanjob.4,theworkingpolicythatdecidesinthelightofdivisionsystem,theceaselessandperfect,managementsystemthatreplacesabranch,achieveresponsibilitytobepunishedclearlytoperson,awardreachthedesignatedposition,accomplishclear,clear,reasonable,rigorouswithmaneuverability,makecompletememberactiveconsciousnessisabidedby.5,theservicedetailthatpaysattentiontoemployee,servetobeginfromfinepoint,providesatisfactoryandconsiderateservicetotheguest,continuetostrengthenbusinessandceremony,courteousrespectgroom,improvetheintegratedqualityofemployee,improveservicequality.6,combinewhatbeabouttochangenextyeartoreachdutystandard.7,theskillofcarryoutroomthatincreasesdownstagestaff,risemedicinalpowderoftheguestenterrateandaverageroomprice,strivetocontinuetooverfulfilthebudgetarytargetofnextyear.8,careemployeereally,pullclosewiththedistancebetweenemployee,organizesectionalactivityandcorrespondingskillFM201*|PES201*|FIFA

gamemore,developabranchmoreskeletonforce,increasestafftheworkingflowthatthefaithfulsystemtothehotelperfectseachpostnearlyonetimesisspent,stabilizeemployeerank,reducetheliquidityofemployee.Althoughthejob201*obtainedcertainresult,butwearewon’tproud,lax,barratrous,jobofbelowoneyearwillbemoreformidable,wecancarryonachievement,throwinthejobwithmorefullenthusiasm,finishannualtospendeachjobjobhard.Meetforthisoneselfcogentthedirectivethatleadsaccordingtothehotel,appealdepartmentiswholemembersolidaritygoesalloutinwork,workhard,workantechamberfurtherupward.AntechamberministryonDecember1,201*

FM201*|PES201*|FIFA

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