Annual Personal Work Summary of Banquet Management 202 1

Time flies, and it's the end of the year, and I'm about to start my work for the next year. Must be a lot of feelings. Have you finished writing the year-end summary? The following is my "Year-end Personal Work Summary of Banquet Management 202 1" for your reference only. Welcome to read this article.

Personal Work Summary of Banquet Management Year-end 202 1 (1) I have worked in xx Company for more than a year in a blink of an eye. According to the work arrangement of the company manager, I am mainly responsible for the daily operation of the restaurant floor and the training of the department. Now I will make a summary report on the work of 202 1.

First, the hall ground site management

1. Etiquette and politeness need to be practiced repeatedly at the daily meeting. Employees should use polite language when meeting guests, especially the cashier and regional service personnel at the front desk. They are required to apply etiquette and politeness to every point of their work, and employees should supervise each other and make progress together.

2. Insist on checking gfd before class. Those who fail gfd can only be employed if they are qualified. Correct me immediately if I find any appearance problems in my post and supervise the use of guests' manners, so that employees will develop a good attitude.

3. Strictly grasp the post positioning and service awareness, improve service efficiency, rationally allocate service personnel during the peak meal period, and support busy areas at any time with the foreman or encouragement as the center. Other personnel should carry out their duties, clarify their respective work contents, and carry out division of labor and cooperation.

4. Advocate efficient service, and require employees to serve guests as soon as possible when they need service.

5. Item management From large items to small items, whether it is customer damage or natural damage, everything needs rules to follow, well documented, implemented, supervised, followed up and summarized.

6, the management of public * * * regional health, require cleaning personnel to see foreign bodies or dirt must be cleaned up immediately. The sanitary requirements of each area are that the sofa surface, surroundings, dining table and ground should be clean and free from water stains, and placed neatly without inclination.

7. Dining time, because the guests are concentrated in the store, there will often be a phenomenon of guests queuing, and guests will be impatient. At this time, it is necessary for the head waiter to prepare for the reception before the reception peak, reduce the waiting time of the guests, and pay attention to the table position to ensure that it is correct. Do a good job of explanation, shorten the waiting time, seriously receive every table of guests, busy but not chaotic.

8. Buffet is a new item in the restaurant. In order to further improve the quality of buffet service, the General Implementation Plan of Buffet Service was formulated, which further standardized the operation process and service standards of buffet service.

9. Establish a restaurant case collection system to reduce the probability of customer complaints, collect restaurant customers' complaints about service quality and quality, and provide an important basis for improving daily management and service. All restaurant employees will analyze and summarize the collected cases and propose solutions to the problems, so as to make the daily service more targeted and reduce the probability of customer complaints.

Second, the daily management of employees

1. As an important part of restaurant employees, whether new employees can quickly integrate into the team and adjust their transition mentality will directly affect the service quality and team building. According to the characteristics of new employees and their entry conditions, special training is conducted to adjust the mentality of new employees, face up to the role change and understand the characteristics of the catering industry. Let new employees make full psychological preparation, alleviate the dissatisfaction caused by the unsuitable role change, and accelerate the pace of integration into the catering team.

2. Pay attention to the growth of employees, always pay attention to employees' mentality, keep good working conditions, organize employees to study irregularly, assess employees, check the training effect, make up for deficiencies in time, improve the training plan, talk to employees regularly every month to do ideological work, understand their recent work, find problems and solve them.

3, combined with the actual work to strengthen training, the purpose is to improve work efficiency, make management more standardized and effective. Combined with the case study of daily restaurant, employees have a new understanding and understanding of daily service and formed a consensus on daily service consciousness.

Third, there are shortcomings in the work.

1, in the process of work, the details are not enough, the work arrangement is unreasonable, and the priorities are not very clear in the case of more work.

2. There is a lack of communication between departments, and problems are often discovered only after they have gone wrong.

3. There are not many interactive links in the training process, which reduces the vitality and vitality.

Four. Work plan for 2022

1, do a good job in internal personnel management, and achieve strict system and clear division of labor in management.

2. On the basis of the existing regular meeting, further deepen the content of the regular meeting, enhance the depth and breadth of discussion, and build the service quality seminar into an exchange platform for all service personnel to learn from each other, share service experience and stimulate their thoughts.

3. On the basis of the existing service level, innovate and upgrade the service, focus on service details and humanized service, improve the entry qualification of service personnel, improve the salary assessment and treatment standards of waiters, strengthen daily service, establish quality service windows, create service highlights, and innovate service brands on the basis of brands.

4, in the management of goods responsibility to people, rules to follow, well documented, someone to implement, someone to supervise.

5. Strengthen the maintenance of member customers.

V. Overall management of restaurant planning.

1, strict management system, employment training system, clear job evaluation grade division, enhance employees' sense of competition, improve personal quality and work efficiency.

2. Enhance employees' welfare awareness, strengthen cost control and save expenses. Cultivate employees to develop good habits of saving, use water and electricity rationally, find waste, stop it in time, and strictly implement relevant punishment systems.

3. Strengthen inter-departmental coordination.

4. Pay attention to food safety and hygiene, and do a good job in various safety management.

5. Carry out multi-channel publicity and promotion activities, and cooperate with surrounding companies to increase the membership rate.

Personal Work Summary of Banquet Management Year-end 20021(II) In 20021year, all the staff of the hotel marketing department worked hard, and Qi Xin made concerted efforts to actively expand business, publicize and visit, and public relations marketing broke a new world. The hotel business became more and more prosperous, and all economic indicators exceeded the same period, with more than half of the implementation time and more than half of the tasks. The work of 202 1 is summarized as follows:

First of all, in terms of operating income:

202 1 annual income is RMB * *, of which room income is RMB xx, accounting for xx% of the plan, the average occupancy rate is RMB xx%, and the average house price is RMB xx; In addition, the catering income is xx yuan, accounting for% of the plan; X month overfulfilled the guest room task, higher than the same period last year. However, compared with April, the decline in revenue is also relatively large; In addition, the catering revenue in 10 also exceeded the planned target, which was mainly reflected in the increase of banquet table reservation revenue, which accounted for a large proportion of the catering revenue in that month.

Summing up the above operating income in the coming year, compared with last year, it has improved in the same period this year, especially in terms of room income. Although there is little improvement compared with last year, from the perspective of customer structure, the proportion of individual customers has been greatly improved, which is also in line with the hotel's market positioning; In addition, in terms of catering, although the income exceeded this month, the consumption of individual customers showed a downward trend. How to improve the consumption of such customers should be the focus of the next work.

In terms of departmental work, in 10, the marketing department completed the reception of X batches of meetings, including the reception of in-store meetings during the medical device conference, which promoted the hotel brand and won the recognition of customers. In addition, we received xx Tire and the system meeting teams of xxx, xx Highway Bureau and xx Group. In terms of departmental sales, this month, according to the annual work plan and the guiding ideology of the hotel, we mainly visited customers in the surrounding markets, strengthened the return visit of government tourists, and formed effective opinions.

At the same time, according to the market situation in 10 this month, actively visit the surrounding conference tourism market in advance to ensure the stability of hotel tourists in the off-season; In addition, this month I completed a visit to customers in xx area. Through this visit, I promoted hotel products and opened up some new customers. At the same time, this month, according to the requirements of the hotel's star rating, all the publicity materials in all areas of the hotel were redesigned to make the hotel logo meet the requirements of the star rating standard; In addition, this month, the Ministry launched a team-building month, which strengthened team cohesion and cooperation through daily team awareness training and organizing group activities for the staff of the Ministry.

Public relations marketing: Mother's Day activities are mainly planned in X month; Formulate SMS marketing process and standard, so that SMS marketing mode becomes a daily marketing; At the same time, the department repackaged and designed the wedding banquet products in combination with the situation that catering focused on strengthening wedding banquet products. Now the unified production of the brochure has been completed and will be put into use next month; In addition, this month, the gifts of hotel integral activities were redesigned and promoted, which enriched the types of gifts and attracted customers' further consumption.

First, the establishment of hotel marketing public relations communication network

One of the key tasks this year is to establish a perfect customer file, classify the customers according to the key customers who sign the bill, the customers who receive the meeting and the customers with development potential, record the customer's unit, contact person's name, address, annual consumption amount and discounts given to the unit in detail, and establish and maintain business contacts with important customers such as government agencies, enterprises and institutions, businessmen, celebrities and entrepreneurs. In order to consolidate old customers and develop new customers, in addition to regular and irregular daily sales visits to customers, at the end of the year or major holidays and customers' birthdays, we will send our blessings to customers through telephone, messaging and other platforms. This year, we plan to hold X large-scale customer appreciation liaison meetings in due course to strengthen emotional communication with customers and listen to their opinions.

Second, blaze new trails and establish a flexible incentive marketing mechanism.

This year, the marketing department will cooperate with the new marketing system of the hotel as a whole, re-formulate and improve the sales task plan and performance appraisal management implementation rules of Marketing Department 202 1, improve the salary of marketing representatives, and stimulate and mobilize the enthusiasm of marketing personnel. To keep a diary, the marketing representative must complete the second, third and fourth steps of visiting two new customers, three old customers and four contact numbers every working day, and make a comprehensive evaluation of the marketing representative according to the monthly marketing task completion and diary.

Supervise marketing representatives to win over group and individual customers through various means, stabilize old customers and develop new customers, and timely understand and collect customers' opinions and suggestions during the visit and feed them back to relevant departments and the general manager's office. Emphasize team spirit, combine the salary distribution of department managers and marketing representatives with the overall tasks of the whole department, emphasize mutual cooperation and help, and build a harmonious and positive work team.

Third, warm reception and thoughtful service.

Receive groups, conferences and VIP customers, realize full-time tracking service, "all-day" service, pay attention to service image and appearance, be warm and thoughtful, provide special and targeted services for all kinds of guests, and meet their spiritual and material needs to the greatest extent. Make a questionnaire for conference activities, solicit customers' opinions, understand customers' needs, and adjust the marketing plan in time.

Fourth, do a good job in market research and promotion planning, and often organize relevant departments to collect.

Understand the information of tourism, hotels, hotels and their corresponding industries, grasp the trend of their management and reception services, and provide comprehensive, true and timely information for the general manager's office of hotels so as to make marketing decisions and flexible promotion plans.

5. Cooperate closely and actively coordinate business contacts with other departments of the hotel.

Close cooperation, according to the needs of guests, actively contact with other departments of the hotel, cooperate with each other, give full play to the overall marketing vitality of the hotel and create the best benefits. Strengthen the relationship with relevant publicity media and other units, make full use of various forms of advertisements to recommend hotels, publicize hotels, strive to improve the visibility of hotels, and strive for the support and cooperation of these public units for hotel work.

In 20021year, under the correct leadership of hotel leaders, the marketing department will strive to complete the annual sales task, blaze new trails, unite and work hard, and create a new image and new realm of the marketing department.

Year-end Personal Work Summary of Banquet Management 202 1 (3) The calendar of 202 1 has been turned over, and now a brand-new year of 2022 is ushered in. Looking back on the work experience in the past year, the restaurant's stable operation from business adjustment to now is due to the support and trust of the leaders of the catering department. When the new year comes, you can see clearly the ups and downs in your 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. 202 1 The following work has been carried out in the daily management and service quality construction of various operating departments:

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 customer satisfaction, the last day of each month is designated as the service quality seminar day, which is attended by X-level managers of various restaurants 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.

In order to cooperate with the xx anniversary celebration of the hotel, the Food and Beverage Department organized the first catering service skills and catering knowledge competition in various restaurants in 10, and worked out the actual operation plan of 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.

Third, carry out employee training at all levels to improve the overall quality of employees.

This year, * * * conducted X trainings, including X service skills trainings, X induction trainings for newcomers and X special trainings. The concept and main contents of the course are as follows:

1. Expand management ideas and broaden industry horizons.

Most of the middle managers in restaurants are gradually promoted from lower-level employees (some managers have worked in the same position for four or five years), and their management vision is relatively narrow. In order to strengthen the management awareness of middle-level managers and expand their industry vision and professional knowledge, X-phase catering professional knowledge training was offered for them this year. The main contents include customer satisfaction management, catering marketing knowledge 1, catering marketing knowledge 2, basic knowledge of catering management, and so on. The setting of these courses plays a positive role in expanding the management thinking, catering professional knowledge and industry vision of middle managers, alleviating various contradictions and conflicts in the management process, and enhancing the feelings among employees, employees and customers.

2. Cultivate employees' service consciousness and improve their comprehensive quality.

In order to cultivate employees' service awareness and improve their comprehensive quality, this year we have carried out training on catering service awareness, employees' mentality, five disciplines for service personnel, employees' etiquette and politeness, and wine knowledge. These training courses have improved the service consciousness, service mentality, professional service image and catering professional knowledge of grassroots service personnel. At previous sessions since April this year,

3. Carry out service skills training to improve the service level of VIP rooms.

In order to improve the service reception capacity of VIP rooms, we carried out "VIP room service reception skills training" and "restaurant ordering skills training", analyzed and explained the problems existing in service reception in the form of case analysis and demonstration, and demonstrated standardized service, marketing skills and humanized service in practice, which improved the service quality of VIP rooms.

4. Adjust students' transition mentality and quickly integrate into the catering team.

As an important part of catering staff, whether interns can quickly integrate into the team and adjust their transition mentality will directly affect the quality of catering services and team building. According to the characteristics and entry conditions of interns, this year, * * * conducted three special trainings on how to transform from a campus person to an enterprise person, with the aim of adjusting students' mentality, facing up to the role transformation and understanding the characteristics of the catering industry. The setting of this course makes students fully prepared psychologically, alleviates the dissatisfaction caused by the unsuitable role change, and accelerates the pace of integration into the catering team.

5, combined with the actual work, the development of practical courses.

The purpose of training is to improve work efficiency and make management more standardized and effective. In X month, aiming at the phenomenon of poor execution of restaurant management, the course of "execution" was developed, which made managers fundamentally realize that "a good system needs good execution", and combined with the specific performance of poor execution of restaurants and the execution of advanced enterprises in the same industry, it was analyzed in the form of case analysis, which made managers realize the important truth that "there is no competitiveness without execution", and managers at all levels had a new understanding and understanding of execution.

Fourth, the existing problems and deficiencies

Although this year's work has been completed as planned, the quality is not enough. As far as departmental operation and training work are concerned, it is mainly manifested in the following aspects:

1, insufficient management, uneven exertion and weak links.

In the process of management, the management of some sensitive issues is weak, and the repeated service quality problems cannot be pointed out to the managers, which makes some management problems exist for a long time and cannot be fundamentally solved. At the same time, the main focus is on the quality of floor service, which weakens the management of housekeeping department and wine department.

2. Training interaction is not enough.

There are not many interactive links in the training process, and there are few opportunities for employees to participate, which reduces the vitality and vitality of the classroom.

3. The course capacity is too large, the teaching progress is too fast, and the speech speed is too fast.

The capacity of the course of catering professional knowledge is too large, and the progress and speech speed are too fast in the training process, which makes students unable to pay close attention to the training content and weakens the training effect of this part of the course.

Verb (abbreviation for verb) Work plan for 2022

2022 is the year of opportunity. Consolidate the management foundation, make full preparations for hotel upgrading, further improve service quality, optimize service processes, upgrade existing brand grades, create new brand projects, create service highlights and establish a good catering brand image.

1. Optimize the wedding service process and improve the service quality again.

Optimize the overall planning of the wedding banquet in 2022, in order to further enhance and highlight the style of the host, add more popular elements (adjust the background music) to the wedding host, package and enhance the festive atmosphere, highlight the highlights of the wedding, deepen the audience's impression of the wedding, win more potential customers, and polish the golden signboard of the wedding banquet service.

2. Improve the quality of seminars and establish a good communication platform.

On the basis of the existing service quality seminar, further deepen the content of the seminar, expand the number of participants (bar and catering department heads), enhance the depth and breadth of the seminar, build the service quality seminar into an exchange platform for middle managers to learn from each other, share management experience and stimulate ideological sparks, and build the quality seminar into a management brand project of the catering department.

3. Establish a monthly quality inspection mechanism and publish the monthly quality status of each department.

In 2022, according to the quality inspection standards of xxx, we will comprehensively supervise and inspect the hygiene status, engineering status, equipment and facilities maintenance status, safety management, service quality, employee etiquette and courtesy, food delivery service, and labeling specifications of all departments in the food and beverage department, publish the inspection results regularly every month, and punish unqualified departments and posts accordingly, thus forming a good operation mechanism of "daily quality inspection and monthly evaluation of quality effect" and pushing the quality management work to a new level.

4. Take the VIP room as a platform to create service highlights and set up quality service windows.

On the basis of the existing service level, we should innovate and upgrade the VIP room service, focus on service details and humanized service, adjust the structure of VIP room service personnel, improve the entry qualification of VIP room service personnel and the salary of waiters, make VIP room reception service become the service mode of catering department, set up a quality service window of catering department, create service highlights, and create a new service brand on the basis of banquet service brand.

5. Assist the catering manager to improve product quality.

Product distribution is the core of catering management. In 2022, assist the manager of catering department to collect customers' opinions, supervise product quality and promote product quality improvement.

6. Adjust the training direction and build a learning team.

Now, we will adjust the training direction, reduce the training density, pay attention to the training effect, provide industry-related learning information, guide employees to learn professional knowledge, encourage employees to actively participate in the assessment of catering service skills, the professional qualification certification of bartenders and the learning of catering professional knowledge, set off an upsurge of learning professional knowledge in the catering department, reward employees who have obtained various industry qualification certificates recognized by the state, cultivate knowledge-based management talents, reserve excellent management personnel for hotel upgrading, and build the catering department into a learning team.

7. Optimize training courses and improve management level.

The main course design of departmental training in 2022 is to adjust and optimize some courses in 2002 to make the courses more targeted and effective.

8. Cooperate with the Human Resources Department to cultivate employees' corporate identity and improve their professional ethics.

Actively cooperate with the training work of human resources department, carry forward corporate culture, cultivate employees' sense of identity with the enterprise, improve professional ethics and enhance cohesion.

The smooth development of 202 1 depends on the careful guidance and care of the leaders, the help of the human resources department and the administrative department, and the strong support of all departments of the food and beverage department. I hope to get more guidance and correction from the leaders in the coming year, and I also hope to get more friendly and positive cooperation and support from my colleagues in my work.

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!