Excuse me, who knows the motto of famous catering enterprises?

*** Secretary of the Communist Youth League Committee of Wenzhou Municipal Committee of the Communist Youth League

Zheng Shan came to the Communist Youth League Committee of our association to conduct research activities

On October 25th, Zheng Shan, secretary of the Communist Youth League Committee of Wenzhou Municipal Committee of the Communist Youth League, assistant Ni Qingkai and Huang Hui came to the Communist Youth League Committee of our association to conduct research activities. Huang Jiemei, secretary of the League Working Committee of the Association, Ye Xu, deputy secretary, members Jin Weiping, Ge Haiyan and Huang Shengke attended the meeting.

Secretary Zheng Shan first conveyed the relevant documents of the Communist Youth League Committee, such as "Several Issues Concerning the Adjustment of the League Organization after the Reform of Municipal Party and Government Organizations" and "Establishing the League Working Committee of Wenzhou Municipal Enterprises".

Then, Ye Xu, the League Working Committee of the Association, reported on the main work, activities and future work plans of the League Working Committee since its establishment, and all members made supplementary speeches.

After listening to the report, Secretary Zheng Shan affirmed the great work and achievements made by the League Working Committee of the Association in the previous period. At the same time, it gave instructions to the current youth league work:

1. Give full play to the advantages of the industry, unite and lead the youth league members, study hard, love their jobs and devote themselves to modernization. It is necessary to further improve the work of young migrant workers and make efforts for the economic development and social stability of our city.

2. continue to improve the organization of youth league organizations at all levels, and carry out the work in accordance with the "* * * Youth League Work Regulations" to ensure organizational guarantee and standardized work. Require the general manager of each enterprise to strongly support the work of * * * Youth League.

3. Build a learning platform, organize the training and study of grassroots league cadres, and improve the work level of leaders. Hold group classes, counseling classes, etc. when appropriate.

4. continue to do a good job in recommending young people's civilization numbers and young post experts. Further develop social activities of young volunteers.

Finally, Huang Jiemei, secretary of the Youth League Committee of the Association, made a speech. She thanked the leading comrades of the Youth League Committee for their concern for the hotel and catering industry, and said that she would study and implement the next work according to the spirit of the leadership's work instructions.

Lin Chonghai, Secretary General of the Association, also attended the meeting.

Another news: On April 28th, the League Working Committee of the Association asked Bai Yuchun, secretary of the Youth Civilization and Youth Post Expert Activities Steering Committee of the League Municipal Committee, to report and explain the recommended scope. The League Municipal Committee reiterated that the recommendation of hotels and catering industries should be made by the League Working Committee of the City Hotel Association, which is responsible for the preliminary examination, signing opinions and reporting to the League Municipal Committee. (Contributed by the League Working Committee of the Association)

Industry Standard

Notice on Printing and Distributing the National Code of Professional Ethics for Catering Industry

Editor's Note: According to the requirements of the State Economic and Trade Commission, the National Code of Professional Ethics for Catering Industry formulated by China Cuisine Association is hereby printed and distributed to you, hoping to organize catering enterprises to study hard and strengthen publicity in light of the actual situation, so as to promote the construction and healthy and orderly development of the code of ethics for catering industry in China.

National Code of Professional Ethics for Catering Industry

In order to implement the important thought of Theory of Three Represents of the CPC Central Committee, the Implementation Outline of Citizen's Moral Construction and the Opinions of the State Economic and Trade Commission on Further Strengthening the Construction of Commercial Professional Ethics in the catering industry nationwide, carry forward the Chinese catering culture, establish an honest and trustworthy style in the industry, strengthen the regulation and self-discipline of the industry, improve the overall quality and social image of the industry and better serve the consumers, To promote the healthy development of China's catering industry, China Cuisine Association, as a national catering industry association, has formulated a national catering industry professional ethics code in accordance with relevant national laws and industry regulations.

1. Strictly abide by national laws and industry regulations and consciously implement relevant national policies. Catering enterprises should consciously abide by the relevant laws and regulations promulgated by the national Food Hygiene Law and the Measures for the Administration of Food Hygiene in Catering Industry. The opening of an enterprise shall conform to the industry standard of "Opening Conditions and Technical Requirements for Catering Industry", do not use disposable foamed plastic tableware, refuse to process and sell animals and plants protected by state regulations, abide by laws and regulations, pay taxes legally, and establish a good social reputation and image.

second, ensure food hygiene and safety, promote green catering, and effectively protect the health of consumers. Food preparation and dining service should implement hygiene standards to ensure hygiene and safety. Manage safe and healthy food. It is necessary to promote the in-depth development of the national catering green consumption project, strictly control all aspects of health, quality and environmental protection, ensure that goods are purchased through legal channels, avoid counterfeit and shoddy goods, avoid dining accidents, keep the shop environment sanitary, clean and tidy, and properly handle garbage and waste, so as to create an excellent environment for consumers to consume safely and healthily, meet the consumption requirements of the people and safeguard the interests of consumers.

third, clearly mark the price, so that the price is fair and value for money. All the products and services to be supplied should be clearly marked, openly and clearly stated, so as to achieve fair pricing, complete projects, genuine products and value for money, strengthen the business philosophy of "customer first" and "developing the business with faith", and put an end to price fraud, profiteering or low-price competition.

fourth, strengthen management, provide quality service, and cultivate brand and reputation. It is necessary to strengthen the establishment and strict supervision of enterprise management rules and management systems. Firmly establish the purpose of wholehearted service, and do a good job in service actively, enthusiastically and standardly. At the same time, we should constantly explore and innovate, promote scientific and technological progress, improve service content, constantly improve management and service level, advocate democratic management and civilized business, and strive for famous brand enterprises and reputable enterprises.

5. Establish a professional manager system to improve the quality of the industry staff. To be in line with international standards, China Cuisine Association should establish and carry out the professional manager system of catering industry to promote the standardization and scientific process of enterprises. It is necessary to intensify the work of moral education and business training in industries and enterprises, so as to improve the ideological and moral quality and technical and business quality, advocate the fashion of respecting teachers and loving apprentices, and rushing to help others than learning, so as to create a group of talents with high integrity and high quality, and better promote the progress and development of industries and enterprises.

VI. Carry out fair competition and pursue honesty first. Take "doing business with morality" and "honesty-oriented" as the business philosophy of enterprises, adhere to the principles of fairness, equality and honesty in competition, and oppose vicious competition. We should consciously abide by and perform the contract, prohibit infringing on the reputation and rights of others, establish friendly and fair credit relations with employees, customers, suppliers and other parties, and prevent bad disputes. We should be honest and win people's trust.

VII. Promote banquet reform and advocate scientific and healthy consumption. China Cuisine Association continues to promote banquet reform, advocate scientific and healthy consumption, further change the bad customs of traditional diet, promote civilized dining, moderate ordering, adequate eating, nutritious diet and healthy consumption, promote small dishes, avoid consumption, effectively guide customers to order reasonably and consume scientifically, and make the banquet reform in China go deeper and deeper.

VIII. Establish industry credit files and strengthen industry supervision and self-discipline. Give full play to the organization, coordination and self-discipline of China Cuisine Association and local trade associations, establish the credit system of catering industry and member enterprises, gradually establish bad records and credit files of members and enterprises, formulate reward and punishment measures, improve the evaluation mechanism, strengthen the integrity supervision and self-discipline of the industry, and promote the professional ethics construction of catering industry in China.

September 5th, 22

Style of Famous Stores

Making a fuss about service, seeking benefits through modern management

—— The development of Ouhai Hotel in Wenzhou

Ouhai Hotel is located in Jiangjun Bridge, Wenzhou City, adjacent to National Highway 14, with convenient transportation. The hotel has simple and elegant architecture, pleasant courtyard scenery and complete supporting facilities. It has 135 guest rooms, 6 meeting rooms, a dining room that can accommodate 6 people at the same time, 28 dining boxes and banquet halls, and is equipped with chess and card rooms, a gym, a business center, beauty salons, car rentals, Internet cafes and other supporting facilities.

In recent years, the development of Wenzhou hotel industry has shown a straight upward trend, with new hotels springing up one after another, and the competition of the whole hotel industry is becoming increasingly fierce. In the fierce market competition, Ouhai Hotel has developed in hotels of the same scale, and its operation and management have embarked on the track of sustainable development in terms of economic benefits and social benefits, which is impressive and attracts the attention of some three-star hotels. Recently, the author conducted an interview with Ouhai Hotel, and the leaders of the hotel said with deep understanding that this is to make a fuss about service and seek benefits from modern management.

All-round mechanism reform

Ouhai Hotel was founded in 1984, formerly known as ouhai district People's Government Guest House, which is a state-owned unit. In the early 199s, Wenzhou's economic development entered a stage of rapid development, and major hotels in the urban area also underwent large-scale renovation and expansion. In order to meet the needs of market development, in 1994, it raised more than 2 million yuan to renovate and expand the guest house, which was completed and opened in the first half of 1995. Hardware construction is difficult and it is difficult to raise funds; Software construction is more difficult, and it is difficult to change the concept. The original closed management of government guest houses met with the collision of new and old ideas as soon as they entered the market. Employees who are used to eating "big pot rice" always hold the unchangeable idea of "the law of the old masters", and it is difficult to accept new service methods, such as standing service, audio service and active service, which is unacceptable to most old employees who have worked in guest houses for more than ten years. In this case, how to change the mechanism and make the original guest house squeeze into the ranks of foreign-related hotels is a big problem for the hotel leadership. At this time, they clearly realize that changing employees' ideas and service consciousness is the key to realize the transition. Therefore, after nearly a year, employees were organized to train and study in tourist schools and star-rated hotels in batches, and professional teachers were invited to give lectures in hotels. Through professional training and on-the-spot investigation, the employees learned about the development trend of the hotel market, and realized ideologically that hotels and restaurants, as government guest houses, had no past situation and a realistic sense of crisis. At the same time, they also enhanced their sense of responsibility as owners of enterprises, and turned pressure into motivation in time and put them into practical work.

then, starting from reality, the hotel sets up a scientific and reasonable management system, fully embodies the spirit of "who is in charge, who is responsible", and combines responsibility, power and benefit to achieve management step by step and responsibility step by step. By the end of 1995, the whole management network was basically formed, and the previous director management system was replaced by a four-level vertical management system of general manager, department manager, supervisor and foreman. On the other hand, to give full play to the functions of various departments and straighten out the relationship between them, so that the departments are set up completely and the division of labor is reasonable, and they cooperate and coordinate with each other in their work, which improves the overall work efficiency of the hotel.

Improve service quality in an all-round way

We know how important high-quality service quality is to the operation and management of a hotel, but the high-quality service of each hotel can not be formed overnight. It needs the unified understanding of hotel managers, constant unremitting efforts, and the active cooperation and continuous progress of hotel employees. Over the years, Ouhai Hotel has been taking "guests first, service first" as the purpose of hotel operation and management, vigorously promoting and implementing it. All departments should start with solid management, summarize service knowledge and operating rules, compile a book by themselves, and strengthen training. Training is the premise and foundation for hotels to participate in market competition. Only continuous training can ensure the continuity and stability of hotel service quality. Only continuous training can be conducive to the development and self-improvement of employees, improve work efficiency and provide quality services to hotels. Each department insists on a theoretical knowledge test once every quarter, carries out practical operation assessment every month, and links the assessment results with the monthly income of employees, which fluctuates monthly. Strictly control the entrance of employees, and new employees must go through a strict interview and written test. Before taking up the post, one or two months' pre-job theoretical knowledge and practical operation training are required. After taking up the post, one has to go through nearly half a year's internship and be fully qualified before being officially listed for the post. At the same time, in terms of the standards for recruiting personnel, we have raised our requirements and actively recruited a number of college graduates. At present, among front-line service personnel, employees with technical secondary school education or above account for 3%.

establish a service quality inspection team, with the general manager personally supervising the team leader, and the training supervisor taking the lead in the routine inspection, including appearance, courtesy, audio service, environmental sanitation, maintenance of facilities and equipment, etc. The service quality is routinely inspected once a day, and the inspection is subject to on-site punishment system, and the general manager leads the team to conduct irregular spot checks. The service quality inspection takes the Service Standard as the standard, takes the high-quality service as the core, urges employees to compare, learn, catch up and surpass, enhances the overall service quality consciousness, takes "the guest is God" and "the guest is the food and clothing parent" as the training rules, puts themselves in the guest's shoes, and actively does whatever the guest needs and is satisfied with, for example, the one-stop service of the meeting team, from reservation to venue.

On the basis of the original smiling service, honorific service, standardized service, patrol service and flexible service, we have recently launched advanced service, value-added service and subtle service among employees, which has been well received by the majority of guests. Ouhai Hotel is the first unit in the city to launch the service of wearing the league emblem for youth league members and has been praised by the Communist Youth League Committee. High-quality service not only brings good economic benefits, but also establishes a brand-new image of the hotel in front of the public, and its reputation rises. In a recent "Please Show Your Points" activity, guests' satisfaction rate with hotel services reached 99.6%. News organizations such as Zhejiang TV Station, East China Travel News, Jiangnan Travel News, Wenzhou Daily, Wenzhou Evening News, etc. have all reported on the excellent service of the hotel.

brand-new business concept

in the fierce market competition, if you want to stand on the market and gain a firm foothold, you must learn from others' strengths, excel others and create characteristics. Ouhai Hotel adheres to the business philosophy of "allowing three-thirds of profits and welcoming guests from all over the world with a smile", and from the standpoint of guests, makes sufficient articles on consumption standards to win a wider range of customers.

room management, grasping the direction, being flexible and changeable, public relations marketing, attracting guests, establishing the idea of "batch is better than retail", considering the long-term development of hotels, adhering to the principle of mutual benefit, actively building cooperative and complementary partnerships with travel agencies, and attaching importance to attracting and receiving meetings and tourism teams. The average house price of group reception is often lower than that of retail, but it can increase the total volume, increase the occupancy rate and attract repeat customers. Attract a certain proportion of long-term guests, and then bring some business guests through long-term hotels; According to seasonal changes and guests' requirements, in the off-season of meetings and group receptions, hourly rooms and lunch break rooms are introduced. Although the hourly rooms and lunch break rooms greatly increase the workload of rooms, they improve the utilization rate of room facilities, increase the total business volume and gain profits from them.

With the accelerated pace of citizens' work and the improvement of living standards, the whole family dining out has become the consumption mode of most citizens. A sanitary, clean, elegant and affordable restaurant has naturally become the first choice for citizens' consumption. Ouhai Hotel is located in government agencies and residential areas. It firmly grasps this business opportunity, puts down the shelf of high consumption of hotel catering, actively plays the slogan of popular consumption, sets three different price levels of high, medium and low in the price positioning of catering consumption, increases the share of tourists, and increases the total business volume, from family packages, low-priced business meals, and 3 yuan/table working meals to.