餐饮部前厅主管工作总结(一)
餐饮部2012年上半年工作总结
及下半年工作计划
2012年上半年在酒店领导的正确领导和各部门积极配合下，我调入餐饮部带领全体同仁团结一心，
克服种种困难取得如下成绩
一、餐饮内部建立内部质检小组
彻底打破建店三年多来卫生、纪律检查的被动局面，率先组建餐饮部内部质检小组。质检小组有餐饮部经理任组长，小组成员有副经理和几名主管组成，每天中午11:15对餐饮部各区域进行检查，对查出的问题逐一整改落实，并按制度规定奖罚分明。运行半年来一直得到酒店质检部监督指导，质检成果才得
以稳步提高。
二、编写修正最新餐饮部规章制度及最新摆台标准
结合酒店实际，集思广益组织编写了相关的规章制度。如楼层小例会制度，要求每个楼层岗位除大例会外每天按时召开楼层小会议，总结本楼层的昨日不足，布置补充本楼层工作安排；对部分员工工作散漫，违纪违规，私拿偷吃等遗留的老问题也制订了相应的处理办法，取得了明显的效果；以及餐饮部劳动
纪律；周计划卫生制度、最新摆台标准等。
三、结合后厨部制定了新的餐具管理办法
新办法的实施，使餐具破损率比建店以来任何时期都低，有效地控制了前后餐具的破损。
四、背景音乐不间断播放
通过我不懈努力，结合有关部门，彻底改写了三星级酒店餐饮部无背景音乐播放的历史。为客人营
造了温馨优雅的用餐氛围。
五、多次更换餐饮区域绿植
根据不同楼层、不同区域，不同需求，及时和花卉租赁公司联系布置、调换各类花木，使用餐环境常变常新。并在各区域实行绿植养护责任制，极大保证了各区域各包厢绿植的存活率。
六、规范了仓库和布草管理
彻底解决了多年来部门仓库、布草无专人管理的局面，有效控制了布草无谓的流失和布草回收、清
洗，物品领取无记录等环节的混乱局面。
七、抓培训，抓落实
培训和落实，两手都要抓，两手都要硬。针对培训内容，逐一进行整改落实，一步一回头，循序渐进。通过一段时间的努力，餐饮部全体员工无论在仪容仪表、礼节礼貌，还是在服务流程、劳动纪律等方
面均有质的提高，提高了餐饮服务在客人中的美誉度。
八、对每一位部门管理人员在职能上做了较为细致的分工。使日常工作得以顺利开展，尤其各类重
大接待也均能圆满完成。
九、制度面前人人平等
半年来，我一贯奉行制度面前人人平等。要求员工做到的，管理人员应首先做到，严格按制度奖惩，奖，大张旗鼓地奖，真正起到奖的效果；罚，罚和思想工作并进，罚得让违规人员心服口服，让其他
员工引以为戒。
当然，在成绩面前我非常清醒，很多工作离酒店领导的要求仍有很大差距。餐饮工作中仍存在一些
不足之处
1、仍有一部分员工服务意识的主观能动性较差，机械性地去工作；部分员工自律性较差，如站位纪律、服务礼貌用语、餐中服务等，管理层在一个样，领导不在又是另一种状态，缺乏一个合格的服务员应
有的素质。
2、部分员工仍缺乏团结协作的意识。
3、个别管理层在执行力方面仍需进一步加强。
4、个别员工仍缺乏节约意识。
5、极个别员工还存在偷吃私拿等违规现象
随着星级酒店新标准的实施，我们酒店的未来将任重而道远，虽然我们经历了将近四年的实践与探索并取得了部分成功经验，但是我们必须时刻保持清醒的头脑，意识到郓城市场的局限性，消费群体进一步分化和影响部分消费群体做圣达回头客的各方面内部因素，以及同行业不断涌现和激烈竞争带来的影响。所以，我们要针对上半年存在的问题不断地加强提高管理水平、服务水平和人员素质。针对下半年的
工作特制定计划如下
一、 继续加强员工的业务技能培训，提高员工的综合素质
餐饮部的每一位成员都是酒店的形象窗口，不仅整体形象要能经受得住考验，业务知识与服务技巧更是体现一个酒店的管理水平，要想将业务知识与服务技巧保持在一个基础之上，必须抓好培训工作，如果培训工作不跟上，很容易导致员工对工作缺乏热情与业务水平松懈，因此，下半年计划每月根据员工接受业务的进度和新老员工的情况进行必要的分层次培训，培训方式仍主要是偏向授课与现场模拟，并督导其在工作中学而用之。同时在每个月底向酒店质检部上交下一月的培训计划，方便酒店质检部及时给予监督指导。
二、 进一步加强吧台餐饮预订的灵活性以及包厢服务员的酒水推介意识和技巧，提高酒水销售水
平，从而多方面提高酒店的经济效益。
三、 加强员工思想教育。利用一切机会不断地向员工灌输顾客就是上帝的理念；同时激励员工发
扬团结互助的精神，增强员工的凝聚力，树立集体荣辱观。
四、 继续做好“节能降耗”工作
1、严抓日常消耗品的节约。如餐巾纸、牙签、布草、餐具等。
2、降低设备运行的消耗。如空调合理开启及时关闭等。
3、杜绝马桶长流水、长明灯等。
五、突出以人为本的管理理念，保持与员工沟通交流的习惯，以增近彼此的了解，便于工作的开展。
计划每个月找部门各岗位的员工进行谈话，主要是围绕着工作与生活为重点，让员工在自己所属的工作部门能找到倾诉对象，保证沟通程序的畅通，根据员工提出合理性的要求，管理人员时刻将员工心里存在的问题当成自己的问题去用心解决，为员工排忧解难。如果解决不了的及时上报酒店领导寻求帮助。让员工真正感受到自己在部门、在酒店受到尊重与重视，从而人人能有个好心情，这样更有助于更好地服
务于顾客。
六、继续做好部门内部的质检工作
每日质检，主要检查各岗位员工的仪容仪表、礼节礼貌、卫生纪律、餐中服务细节、宿舍纪律卫生等方
面的巡检。定期报请酒店质检部来本门监督指导工作，并主动汇报部门质检情况，从而不断提高本门质检
水准。
七、增强监督机制和竞争机制，逐步改观个别管理人员执行力不强的局面。
2011年下半年是新的征程，新的起点。我决心一如既往地视酒店的发展为已任、视部门的发展为已任、视员工的发展为已任、视自己的发展为已任。我坚信在酒店领导的带领下，全体员工团结一心，努力
工作，我们圣达酒店的生意会越来越红火，圣达的明天也会更加辉！
餐饮部前厅主管工作总结(二)
餐饮前厅部年度工作总结
Is 2010 year job summed up
----If annals of square afterwards of vise general manager says to all precioused jade 2008 inn is mixed from the attempt that arranging start business is administrative job if experiencing, inn of new that 2010 bridge is me a year of growing results, it is me the road of the following job laid solid foundation, the thinking that lets me is clearer, the target is more specific. Went 2010, arrived one new year, each in going one year job that here I give a large number of time, energy and painstaking effort to doing it makes comprehensive reviewing and inspection, I feel is kind of process that comb and filters, it is the effect that has a kind of a connecting link between the preceding and the following more, my do one’s best is so serious, complete and careful.
One, group construction. Grasping move knows person be apt to to use, right person arranges the principle of choose and employ persons of suitable post. Because major administrator is Cong Junyao,inn is promoted rise, managing knowledge and experience still is not very rich, exist generally plus the society “ it is difficult to use worker worker “ , low end the passive situation such as labour market deficient, make our administrative job and group construction ever lifted pace dimension difficult, after everybody overcame a lot of greatly little difficulty, we are known more, establish a group, the power that leans individual or a few people only is finite, it needs authority make concerted effort, it is OK that solidarity condenses ability. Experienced 3, 4, May prepare and plan, 6, 7, August queasy and adjust, 9, the transition October, and 11, the series reform December, go stage by stage, the company is employee ceaselessly to pay, the investment of SamSung class apartment, April allowance of salary general attune, record of formal schooling, drop in temperature award of cost, length of service increases, the addition of employee eat, special sends next employee, outstanding and advanced employee too Lao hill swims, manager class administrator 3 inferior swim etc, especially after the company establishs a workers congress, of each draft resolution fulfil, all without exception reflected the humanitarian consideration of the company. Be kind to employee, create comfortable and advantageous job surroundings for employee hard, just make our group progressively and stable. “Deerle is a big family “ “ Deerle is platform “ , these common languages reflect the move that is in a company from beginning to end however in, also let more and more employee have self-identity feeling and honorary feeling to our enterprise. 2, the development of characteristic brand mode. Achieve one of mode: Salary adjusts grade system to already was carried out, system of labour and capital of human affairs, check on work attendance, welfare is perfect already. Through salary will negotiate the survey that adjusts a group to discuss November, meet by duty generation draft resolution votes, new pay system already was made and carry out, the fact proves, the management concept of image of brand of this salary reform and business development, promotion is photograph be identical have stimulative effect. Achieve mode: Supply pattern of system of safeguard, service to move. Through the company ceaseless throw substantially, offer full-time section deferent dish is tasted, wine water, send and receive clear wash up, wholesome ending, insist to let a clerk offer service principle to fall only, the fact proves, in applied new administrative system and the mode that introduced high-tech tool to fall, we are successful, came true already only the target that major of job person specially assigned for a task or job becomes, improved work efficiency and service quality again, stuff is easy, team more solidarity is harmonious. Those who achieve mode: Initiate logistics to contract mode. Remember Chen Zong saying: Want brand course, must have distinguishing feature, have innovation. It is difficult that meal enterprise is put generally in
logistics management, the phenomenon such as efficiency lag, to change this kind of difficult situation, make logistics safeguard system more perfect, we were changed before salary makes old pattern, executed logistics to contract, signed contract contract, of all kinds be like,contract PA Bao Jie, push wash, apartment of worker dining room, worker, washhouse. Ask to quality from personnel administration, by contract square full-fledged member is responsible, the hotel undertakes superintend and be checkinged by contract content, form indirect tie. This new move and change to be finished in adjust and be improved what experienced time of half an year, the rear service that formed our Deerlete to have manages mode, a lot of person of the same trades also contend for photograph follow the lead of. 3, interior management field. Changed traditional hotel to manage frame, differentiate from working property area and responsibility, can divide the work already clear, also can supplement each other. Antechamber cent is 3 groups: Business group ﹙ welcomes guest, book, order dishes, receive ﹝ of ﹞of water of silver-colored, wine, deferent group to send dish, pass alcoholic drink, pass tableware ﹞to be worth clerk of 2F of station group ﹝, 3F, 4F ﹞, business group of be assigned personal responsibility for of a manager and deferent group, assure to recieve supply smooth, the service space that offers comfortable advantage to be worth station staff. The group that be worth a stage is in charge of by another manager, provide a service for the guest only, from the service consciousness, manner, professional skill, individual character shows a respect to ask every clerk, do one’s best to the queen’s taste. In the meantime, still ask to serve innovation, make perfect. 4, personal growth promotes a respect. Experienced new bridge inn prepare and practice, I think oneself from realise awareness had very great progress, to the company management concept and development mode had deeper understanding and carry out very well. The angle of look upon thing differred, of more consideration is a group, it is collaboration. State of mind is gentle also, know a balance of all kinds relation, balance the interest between company and employee, can use the platform that the company provides, guide employee correctly to seek the progress of their oneself. Of course, the respect that I am badly in need of rising is very much still, the deficiency of professional knowledge, train of thought is not quite broad, the psychology that is eager to hope for success. Also hope oneself can become a person that is good at summary at the same time, learn in summary and comprehend the result that oneself or others obtain, absorb successful method and experience, the inadequacy that knows oneself and blemish try to meditate and be corrected, such progress are rapid. 5, the problem of existence. The working atmosphere of 1 ﹚ whole still needs ﹙ to be built further. 2 ﹚ of ﹙ did not form spirit of enterprise between the group each, should assume responsibility more more, have the breadth of mind that is brave in to assume. 3 ﹚ office work did not form ﹙ the management that plan as a whole, the authority of function branch was not reflected. 2011 will be new bridge inn more a year of progress, manage a concept to the company, the understanding of company culture further understand and carry out, continue perfect all sorts of development mode and can get rid of the stale and bring forth the fresh. One, the job of the office is begun. Conduct propaganda of ⑴ human affairs, administration, culture, logistics has integrated program, with means of cooperation of division of labor, improve work efficiency, divide outside fulfilling respective post obligation, still should produce office function effect, can upload information of of all kinds job already, also can make known to lower levels all sorts of instructions. The principle in the job wants to hold to, the requirement communicates negotiation working manner, contradictory desalt, have the effect of central area button and bridge truly. Respect of ⑵ culture thought, hold all sorts of grooming in succession class, raise the
intellectual culture of employee, foster professional accomplishment and begin employee informal discussion actively, know their think of a way, at the same time the organization of monthly sex each recreational and sports activities, the amateur that abounds them lives. ⑶ duty generation can work begin, perfect job generation is met each system and management, body is in-service acting meeting meaning, will choose a batch of new workers to represent a member this year, organic meeting can organize 3 inn delegate periodicly have communication study together, increase to feel to the self-identity of the enterprise jointly. Also make the distance between employee and enterprise shortens, make labor-capital relations normalization, stimulative industry health develops steadily. 2, the transition that makes market negotiate a price to suit to live by salary, fumble new management pattern. In November 2010 portion, the company published new firewood reward system, made clear grade salary, on one hand the income of employee rises substantially, achieved one share person first rich the target that rise, on the other hand the company runs cost also when the river rises the boat goes up too, as market price, of labour cost climb ceaselessly litre, the development of the enterprise faces an acid test. Regard management as one of members, very clear oneself responsibility and a few issues that plan to want to do, reduce the following: ? ? ⑴ personnel staff is compact, managing manpower cost. Servantchoose a person for a job above all ideal change, act on the principle of keen-witted and capable, efficient, choose and employ persons that proposes a toast with high salary, integrate new pay system, carry on more pay for more work, eliminate equal pay for equal work, let the job with employee initiative consciousness, will promote the job quality with this, improve work efficiency. Specific operation method is to carry the assessment such as operation of academic examination paper, skill, undertake grade assess to employee, plus performance allowance, execute end fall into disuse. Pass ceaseless promotion to assess only, ability achieves personnel energy and brief the effect, also can let employee have more expensive firewood fulfil space. If be evaluated of course only with current assessment level, be insufficient, must want to found more perfect grade to quantify mode. Because this returns need to learn further, draw lessons from, those who make is more objective, more scientific. ⑵ is energy-saving fall bad news, reduce energy cost. Wait through hotel, apartment, dinning hall public, the board newspaper of paste related side, clew card undertakes conduct propaganda, from subconscious in remind. The guest goes to black out at any time close air conditioning, public section to abide by stage of stove of schedule of the switch that use phone, kitchen strictly, wash dish, wash a bowl current is controlled, the time using phone such as water heater of abalone room steam box, ice machine, floor paragraph control. Will ask everybody is managing with this every water, every spend report. ⑶ makes study model group. The enterprise wants competitive, must have a strong study team, must offer the professional lecture that waits for a respect about managing concept of knowledge, professional skill, service, the organization is of all kinds groom match of each class, interest class, skill. Let everybody learn to be used somewhat, fatigue is obtained somewhat, also can foster them the study state of mind of positive obverse side. Market of passenger source of ⑷ open up, assure turnover. ① raises interior to recieve a level, abide by it is with the guest this, the management concept with sincere consummate letter, put guest profit in the first place from beginning to end, make the guest has hope to our brand. ② has the development that new course tastes ceaselessly, the dish that makes a guest inherent to us is tasted beyond still have expect, the dish characteristic that forms new bridge him inn thereby. ③ develops feast market. Add banquet distinguishing feature, those who make sure with food food quantity and dish are tasted is timely adjust, in order to get used to client
need, use brand effect at the same time, propagandist public praise. ⑸ forms the service characteristic of new bridge inn. The guest books balcony at the same time, can book a dish, book service personnel, form service one continuous line, show the service pattern of individual character, characteristic truly. ? ? ? 3, individual respect should adjust train of thought in time, with the problem of eye look upon of development, the individual is integrated ability of quality, professional knowledge, responsibility takes on need to rise further. Overcome the weakness of oneself disposition hard, make oneself administrative pattern, working method is more reasonable and scientific.
餐饮部前厅主管工作总结(三)
餐饮前厅部2012年年终总结
回顾2012年，在市场急剧变化的竞争压力下，部门上下一致全体员工齐努力，全面落实好酒店经营与管理方针，强化管理，不断提高综合接待水平。以坚实的工作基础，在稳步中求发展，全年又取得了新的佳绩。下面我对部门全年工作总结如下
一、经营情况
（一）2012年部门综合营业收入为 ，现金其它收入 921663 元 ，共计；较10年相比增加，增加。
12年全年共计接待人数为 ，11年人；早餐人数为 21329 人 ，10年 21586 人 。
（二）宴会厅11年营业收入为 2953331 元，现金其它收入 63605 元，共计 3016963 元；较11年相比增加元 ，增加。
其中会场费增加 元。
（三）中餐厅11年营业收入为，现金其它收入 858058 元），共计 元；较11年相比增加 1140445 元 增长 59% 。
（四）分项情况自助餐全年为元（包括会议
自助、早餐自助、散客自助），占部门收入的，平均每天，较11年相比增加 减少
2、会议宴请情况
12年共接待次，营业额为11年减少元，减少全年部门收入的。
3、婚宴接待情况
12年婚宴接待共计营业额为 元。比11年减少场次，减少桌，营业额增加，占全年部门收入的。（增长原因1、B厅的使用，2、是从年初对婚宴价格提价。）
4、会议接待情况
11年接待大中小会议 元（单指会议室费包括五楼AB厅、三楼、四楼还有定货会就餐之外的场地费都含着）。
比1年增加 31 次，增加 96501 元，增幅为
一、抓规范管理，提高员工的业务技能综合水平。3月份在酒店培训月的大环境下，部门对员工的业务技能训练丝毫不放松，礼节礼貌、行为规范，服务标准每天例会反复练
习。强化员工实操技能训练，对摆台、上菜、斟酒，口布折花、托盘操作等进行培训。并参加了酒店技能比武大赛，员工们积极踊跃参与，收到良好的效果，为全年的工作开展奠定了良好的基础。
二、经营上找准定位，在酒店业发展的日趋激烈下，部门始终把婚宴、订货会、生日宴等团队接待为主要客源。根据市场变化婚宴价格全年2次提价。在婚宴接待场次增加的同时，价格的调整也为收入的增加起到了质关作用。在淡季时，部门也积极想办法、想策略、加大对自助餐与升学宴的宣传，在短短7月份的一月时间内，关于学生相关消费就达 万多元（自助+桌餐）。
三、在婚宴接待中，继续充分发挥自身优势，以服务与菜品等综合优势，争客愿、增效益更好的打造了银茂婚宴品牌。在舞台方面也在不断创新与更新，使舞台收入全年在 40多 万元，整个接待又创历年新高。
四、用工紧缺，成为部门工作的重要问题。今年的接待量又大于往年。人员少时，中餐厅加上领班只有8-9人。部门积极想办法克服困难。在总办的配合下，发展大学生，钟点工的试用。加上酒店各部门的人员接待调配。为全年顺利完成任务做好支撑保障。但在很长时间内，大量的工作还要靠厅面自己来完成。每天工作都要14 5个小时，在困难面前