餐飲管理概述

GOODMORNING！WELCOMETOOURTRAININGTODAY！歡送參加今天的培訓(xùn)ARTHURTRAININGWORKSHOP1飯店管理培訓(xùn)

HOTELMANAGEMENTTRAINING餐飲管理概述FOOD&BEVERAGEMANAGEMENTSUMMARIZEARTHURTRAININGWORKSHOP2培訓(xùn)綱要

TRAININGOUTLINEl

餐飲部的構(gòu)架/職位介紹/職位工作職責(zé)l

餐飲促銷活動(dòng)方案及實(shí)施l

菜單及酒水單導(dǎo)向和全面控制l

效勞質(zhì)量管理/效勞程序l

宴會(huì)的運(yùn)作l

客人投訴的處理和控制l

廚房管理及菜品質(zhì)量監(jiān)督和控制l

培訓(xùn)方案及考核控制l

餐飲部本錢控制l

經(jīng)營(yíng)分析報(bào)告和預(yù)算和預(yù)測(cè)ARTHURTRAININGWORKSHOP培訓(xùn)時(shí)間共6小時(shí)3餐飲部的構(gòu)架

F&BDEPARTMENTCONFIGURATIONARTHURTRAININGWORKSHOP餐飲部辦公室F&BADMINSTRATIONOFFICE各餐廳運(yùn)營(yíng)部F&BOUTLET酒水部BEVERAGE宴會(huì)運(yùn)作效勞部BANQUETOPERATION宴會(huì)銷售部CATERINGSALES各餐廳廚房及宴會(huì)廚房OUTLETKITCHENSANDBANQUETKITCHEN管事部STEWARDING4ARTHURTRAININGWORKSHOP餐飲部管理組織結(jié)構(gòu)圖F&BMANAGEMENTORGANIZATIONCHART餐飲總監(jiān)F&BDIRECTOR餐飲經(jīng)理餐廳經(jīng)理宴會(huì)經(jīng)理行政總廚餐廳領(lǐng)班酒水經(jīng)理酒吧領(lǐng)班宴會(huì)領(lǐng)班行政助理

行政副總廚中餐廚師長(zhǎng)宴會(huì)銷售經(jīng)理銷售代表廚房領(lǐng)班西餐廚師長(zhǎng)宴會(huì)廚師長(zhǎng)管事部經(jīng)理廚房領(lǐng)班廚房領(lǐng)班管事部領(lǐng)班5餐飲各部職位介紹

JOBRESPONSIBILITYINTRODUCTIONARTHURTRAININGWORKSHOP6餐飲總監(jiān)F&BDIRECTOR餐飲總監(jiān)負(fù)責(zé)整個(gè)餐飲部正常/有效的日常運(yùn)作。確保對(duì)客效勞及食物出品符合酒店的標(biāo)準(zhǔn)并力爭(zhēng)滿足及超越客人期望。樹立部門奮斗目標(biāo)，包括客人滿意率，財(cái)務(wù)報(bào)告，員工培訓(xùn)及鼓舞員工工作士氣等。餐飲經(jīng)理F&BMANAGER協(xié)調(diào)餐飲部各部門的運(yùn)作，協(xié)助餐飲總監(jiān)制定餐廳及酒吧的預(yù)算，保證餐飲部所有員工給客人提供優(yōu)質(zhì)的效勞。在餐飲部總監(jiān)及餐廳經(jīng)理中提供良好的溝通橋梁作用。餐飲行政助理

EXECUTIVEASSISTANTTOF&B為向餐飲部總監(jiān)提供職業(yè)化及高效率的文書和翻譯工作。勝任該職位需要在英語、行政管理、電腦及寫作等各方面具備嫻熟的技能并兼有高水準(zhǔn)的個(gè)人展示能力和溝通水平。負(fù)責(zé)餐飲行政辦的組織并在餐飲總監(jiān)不在時(shí)擔(dān)當(dāng)起領(lǐng)導(dǎo)聯(lián)絡(luò)員。ARTHURTRAININGWORKSHOP7行政總廚EXECUTIVECHEF行政總廚的職責(zé)是負(fù)責(zé)所有廚房的運(yùn)作，確保所有食品按照酒店的高標(biāo)準(zhǔn)，高質(zhì)量出品。飯店內(nèi)食品，成品或半成品保持一貫質(zhì)量、口味及外觀。在預(yù)算范圍內(nèi)提供高質(zhì)量食品并保證利潤(rùn)。方案出品并管理、協(xié)調(diào)主廚、廚師及其他廚房員工的工作。同時(shí)也要關(guān)注競(jìng)爭(zhēng)對(duì)手的食品、價(jià)格及質(zhì)量。協(xié)助餐飲總監(jiān)的日常運(yùn)作，在需要時(shí)，擔(dān)當(dāng)其職責(zé)。餐廳廚師長(zhǎng)KITCHENMANAGER承擔(dān)起行政總廚賦予的某一個(gè)廚房的工作職責(zé)。同時(shí)也要負(fù)責(zé)員工崗上培。協(xié)助行政總廚完成所有與廚房相關(guān)的工作。控制、監(jiān)測(cè)并領(lǐng)導(dǎo)整個(gè)廚房的運(yùn)作，協(xié)助行政總廚負(fù)責(zé)每天廚房的運(yùn)作。管事部經(jīng)理

CHIEFSTEWARD負(fù)責(zé)餐飲部所有餐廳及廚房的衛(wèi)生。一定要超越本地的標(biāo)準(zhǔn)，為準(zhǔn)備及效勞提供清潔、平安的工作區(qū)域。另一個(gè)工作職責(zé)是制定預(yù)算，維護(hù)所有廚房及效勞設(shè)備的平安。這個(gè)職責(zé)直接影響部門的利潤(rùn)，因此必須高標(biāo)準(zhǔn)的控制及關(guān)注。與餐飲總監(jiān)及行政總廚保持溝通。ARTHURTRAININGWORKSHOP8ARTHURTRAININGWORKSHOP宴會(huì)經(jīng)理BANQUETMANAGER確保宴會(huì)的順利運(yùn)作和圓滿成功，并超越客人的期望。根據(jù)標(biāo)準(zhǔn)與程序?qū)⒉蛷d作為生意單位來經(jīng)營(yíng)。作為宴會(huì)經(jīng)理應(yīng)不斷提高、完善管理技能，以實(shí)現(xiàn)本部門在客人滿意率、利潤(rùn)收入指標(biāo)、提高員工士氣等方面目標(biāo)。

餐廳經(jīng)理OUTLETMANAGER確保餐廳、酒吧的順利運(yùn)作，并超越客人的期望。根據(jù)標(biāo)準(zhǔn)與程序?qū)⒉蛷d作為生意單位來經(jīng)營(yíng)。作為餐廳經(jīng)理應(yīng)不斷提高、完善管理技能，以實(shí)現(xiàn)本部門在客人滿意率、利潤(rùn)收入指標(biāo)、提高員工士氣等方面目標(biāo)。

宴會(huì)銷售經(jīng)理CATERINGMANAGER推銷和預(yù)定飯店餐飲宴會(huì)和會(huì)議的各項(xiàng)效勞設(shè)施及功能，合理方案和安排會(huì)議及宴會(huì)的效勞和準(zhǔn)備，與宴會(huì)經(jīng)理和廚房保持密切溝通，確保宴會(huì)客人的滿意和得到客人的意見，反響給運(yùn)作各部門。9職位工作職責(zé)描述

JOBDESCRIPTION包括崗位概述，職責(zé)義務(wù)，專業(yè)知識(shí)技能，教育，經(jīng)驗(yàn)等。INCLUDINGJOBSUMMARY，DUTIES&RESPONSIBILITIES，JOBKNOWLEDGE/SKILL，EDUCATION，EXPERIENCE。

各項(xiàng)工作細(xì)節(jié)描述JOBDETAILSANDDESCRIPTION需溝通的相關(guān)部門及內(nèi)容COMMUNICATIONWITHANDDETAILSARTHURTRAININGWORKSHOP舉例FOREXAMPLE10例一：職位工作職責(zé)描述---餐飲部總監(jiān)EXAMPLEONE：JOBDESCRIPTION–F&BDIRECTOR職位工作職責(zé)描述

JOBDESCRIPTION例二：職位工作職責(zé)描述---餐飲部實(shí)習(xí)生EXAMPLETWO：JOBDESCRIPTION–F&BTRAINEEARTHURTRAININGWORKSHOP11市場(chǎng)與促銷

MARKETINGANDPROMOTION12餐飲促銷活動(dòng)方案及實(shí)施

PROMOTIONACTIVITIESPLAN&ACTUALIZE店內(nèi)促銷活動(dòng)INHOUSEPROMOTION店外促銷活動(dòng)OUTSIDEPROMOTIONARTHURTRAININGWORKSHOP13促銷活動(dòng)的原那么

PRINCIPLEFORPROMOTION話題性TOPICANDNEWS新潮性FASHIONABLEANDMODERNITY新奇性，戲劇性O(shè)RIGINALITY

ANDHISTRIONIC即興性，非日常性IMPROVISATIONANDNOTDAILY單純性SIMPLEXANDFOCUSED參與性MOREPARTICIPANTARTHURTRAININGWORKSHOP14店內(nèi)促銷的形式

IN-HOUSEPROMOTIONSTYLES會(huì)員俱樂部促銷

CLUBMEMBERPROMOTION中西方節(jié)日促銷

EASTANDWESTFEASTDAYSPROMOTION內(nèi)部宣傳品促銷

INHOTELPRINTINGSANDADVERTIZEMENT

各國(guó)美食節(jié)促銷

NATIONALANDAREALDELICIOUSPROMOTION周年紀(jì)念日促銷

ANNIVERSARYANDREWARDSFORHOTEL

針對(duì)性活動(dòng)促銷POINTTOCHILDRENANDFAMILY娛樂活動(dòng)，比賽，表演，技能作秀，抽獎(jiǎng)等輔助促銷形式ENTERTAINMENTACTIVITIES，GAMES，PERFORMACE，SKILLSSHOW，LUCKDRAWTOASSISTANTTHEPROMOTIONARTHURTRAININGWORKSHOP15外界合作促銷OUTSIDECOOPERATIONALPROMOTION

*與娛樂和高爾夫單位WITHENTERTAINMENTINDUSTRYANDGOLF-COURSE*與商業(yè)單位WITHCOMMERCIALCOMPANY*與旅行社WITHTRAVELAGENCY外賣活動(dòng)促銷*國(guó)內(nèi)外大公司派對(duì)DOMESTICANDOVERSEAFAMOUSCOMPANIESPARTY*大型活動(dòng)場(chǎng)所LARGE-SCALEACTIVITIESAREA*高級(jí)私家酒會(huì)HIGH-CLASSPERSONALCOCKTAILPARTY社會(huì)援助促銷*養(yǎng)老院和兒童福利院BEADHOUSEANDORPHANAGE*政府舉辦的福利活動(dòng)WELFAREACTIVITIESBEORGANIZEDBYGOVERMENT店外促銷的形式

OUTSIDEPROMOTIONSTYLESARTHURTRAININGWORKSHOP16餐飲促銷方案及實(shí)施

F&BPROMOTIONPLANANDACTUALIZATION定期促銷方案PERIODICALPROMOTIONPLAN*年度方案YEARLYPLAN*月度方案MONTHLYPLAN促銷行動(dòng)方案PROMOTIONACTIONPLAN促銷行動(dòng)檢查表ACTIONCHECKLIST促銷利潤(rùn)損失報(bào)告PROMOTIONP&LREPORTARTHURTRAININGWORKSHOP17菜單及酒水單導(dǎo)向和全面控制

MENUANDDRINKLISTORIENTATIONANDCOMPREHENSIVECONTROL18菜單反映了餐廳的經(jīng)營(yíng)方針

THEREFLECTIONOFMENUISTHEPROSECUTIONGUIDELINEFORRESTAURANT菜單標(biāo)志著該餐廳產(chǎn)品的特色和水準(zhǔn)

THEINDICATIONOFMENUISFEATUREANDSTANDARDFORPRODUCTSOFRESTAURANT菜單是溝通消費(fèi)者與接待者之間的渠道

MENUISTHECOMMUNICATIONCHANNELFORCUSTOMERSANDSERVICESTAFF菜單是菜肴研究的資料

MENUISTHEDATAFORDISHESINVESTIGATION菜單既是藝術(shù)品又是宣傳品

MENUISN‘TONLYARTWORKBUTISPROPAGANDISTARTHURTRAININGWORKSHOP菜單的作用

MENUFUNCTION19菜單籌劃

MENUDESIGN以客人的需要為導(dǎo)向THEGUESTNEEDSORIENTATION要能表達(dá)餐廳的特色具有競(jìng)爭(zhēng)力TOSHOWTHEFEATUREOFRESTAURANT,BECOMPETITIVE要善變并適應(yīng)飲食新形勢(shì)TOBECAPRICIOUSANDACCLIMATIZINGDIETETICTOTHENEWPOSTURE要講究藝術(shù)美TOBECULTUREDONARTAESTHETICSARTHURTRAININGWORKSHOP20菜單的種類

MENUCATEGORIES中式菜單CHINESEFOODMENU西式菜單WESTENFOODMENU送餐菜單ROOMSERVICEMENU特色風(fēng)味菜單SPECIALFOODMENU套式菜單SETMENU宴會(huì)菜單BANQUETMENUARTHURTRAININGWORKSHOP21定價(jià)的原那么

PRINCIPLEOFPRICEENACTMENT

價(jià)格反映產(chǎn)品的價(jià)值THEPRICEREFLECTTHEVALUEOFPRODUCT價(jià)格必須適應(yīng)市場(chǎng)的需求，反映客人的滿意程度THESHOULDADAPTTHEMARKETNEEDS,REFLECTINGTHECUSTOMERS’SATISFACTION制定價(jià)格既要相對(duì)靈活又要相對(duì)穩(wěn)定COMPARATIVELYFLEXIBLEASWELLASSTABILIZATIONFORPRICEENACTMENT制定價(jià)格要接受物價(jià)部門的指導(dǎo)PRICEENACTMENTNEEDACCORDINGTOTHEOFFICEPRICESTABILIZATION’SDIRECTION22定價(jià)策略

THESTRATEGYOFPRICEENACTMENT以本錢為中心FOCUSONTHECOST以需求為中心FOCUSONTHEMARKETNEEDS以競(jìng)爭(zhēng)為中心FOCUSONTHEMARKETCOMPETITIONARTHURTRAININGWORKSHOP23定價(jià)方法

THEMETHODSOFPRICEENACTMENT“隨行就市〞法系數(shù)定價(jià)法食品銷售價(jià)格=本錢/食品本錢率毛利率法食品銷售價(jià)格=食品本錢/〔1–內(nèi)扣毛利率〕主要本錢率法食品銷售價(jià)格=〔食品原料本錢+直接人工本錢〕/(1-(非原料和直接人工本錢率〕〕本，量，利綜合分析法ARTHURTRAININGWORKSHOP24菜單的制作

MENUMAKINGANDPRINTING

制作的要求REQUIREMENT菜單形式多樣化MENUFORMATDIVERSIFICATION菜單的變化更新MENUPRESENTRENEWAL菜單的廣告和推銷作用ADVERTISEMENTANDUP-SELLINGFUNCTION設(shè)計(jì)菜單的本卷須知MENUPRINTINGREMARK規(guī)格和字體SIZEANDFONT菜品取名DISHES’NAME其它本卷須知OTHERSARTHURTRAININGWORKSHOP25效勞管理/效勞程序

SERVICEMANAGEMENTANDPROCEDURE26效勞管理/效勞程序效勞運(yùn)作流程效勞標(biāo)準(zhǔn)分解效勞檢查表客人意見反響分析表培訓(xùn)考核報(bào)告ARTHURTRAININGWORKSHOP27效勞質(zhì)量

SERVICEQUALITY28關(guān)鍵時(shí)刻

MOMENTSOFTRUTH每一次和客人的接觸是關(guān)鍵時(shí)刻EACHCUSTOMERCONTACTISCALLEDAMOMENTOFTRUTH.每一次和客人的接觸時(shí)你都可以選擇讓他們滿意和不滿意YOUHAVETHEABILITYTOEITHERSATISFYORDISSATISFYTHEMWHENYOUCONTACTTHEM.效勞補(bǔ)救可以讓不滿意的客人滿意并使客人又忠實(shí)感ASERVICERECOVERYISSATISFYINGAPREVIOUSLYDISSATISFIEDCUSTOMERANDMAKINGTHEMALOYALCUSTOMER.ARTHURTRAININGWORKSHOP29效勞質(zhì)量的尺度

DIMENSIONSOFSERVICEQUALITY可靠的：正確可靠的完成效勞承諾RELIABILITY:PERFORMPROMISEDSERVICEDEPENDABLYANDACCURATELY.EXAMPLE:RECEIVEMAILATSAMETIMEEACHDAY.敏感的:自發(fā)迅速的幫助客人RESPONSIVENESS:WILLINGNESSTOHELPCUSTOMERSPROMPTLY.EXAMPLE:AVOIDKEEPINGCUSTOMERSWAITINGFORNOAPPARENTREASON.ARTHURTRAININGWORKSHOP30效勞質(zhì)量的尺度

DIMENSIONSOFSERVICEQUALITY確信的：能夠傳達(dá)信任和自信ASSURANCE:ABILITYTOCONVEYTRUSTANDCONFIDENCE.EXAMPLE:BEINGPOLITEANDSHOWINGRESPECTFORCUSTOMER.親和力：讓客人又親切感，平易近人EMPATHY:ABILITYTOBEAPPROACHABLE.EXAMPLE:BEINGAGOODLISTENER.切實(shí)的：自然，熟練，快捷的效勞TANGIBLES:PHYSICALFACILITIESANDFACILITATINGGOODS.EXAMPLE:CLEANLINESS.ARTHURTRAININGWORKSHOP31效勞質(zhì)量的感知

PERCEIVEDSERVICEQUALITY言傳的Wordofmouth個(gè)人需求Personalneeds經(jīng)歷的Pastexperience期望的效勞Expectedservice感知的效勞Perceivedservice效勞質(zhì)量尺度ServiceQualityDimensions可靠的Reliability敏感的Responsiveness確信的Assurance親和力Empathy切實(shí)的Tangibles效勞質(zhì)量評(píng)估ServiceQualityAssessment1.超越期望喜出望外ExpectationsexceededES<PS(Qualitysurprise)2.到達(dá)期望滿意的ExpectationsmetES~PS(Satisfactoryquality)3.為到達(dá)期望不滿意ExpectationsnotmetES>PS(Unacceptablequality)ARTHURTRAININGWORKSHOP32效勞質(zhì)量中的差距

GAPSINSERVICEQUALITY

期望的效勞Expectedservice外部對(duì)客溝通Externalcommunicationstoconsumers感知的效勞Perceivedservice效勞傳遞Servicedelivery(includingpre-andpost-contacts)翻譯理解到效勞標(biāo)準(zhǔn)中Translationofperceptionsintoservicequalityspecifications管理層理解的顧客期望Managementperceptionsofconsumerexpectations差距5GAP5差距3GAP3差距2GAP2差距1GAP1差距4GAP4顧客Customer效勞者ProviderARTHURTRAININGWORKSHOP言傳的Wordofmouth個(gè)人需求Personalneeds經(jīng)歷的Pastexperience33表達(dá)不滿

EXPRESSINGDISSATISFACTION

不滿產(chǎn)生Dissatisfactionoccurs行動(dòng)Action沒有行動(dòng)NoAction公開行動(dòng)PublicAction私下行動(dòng)PrivateAction向公司尋求解決Seekredressdirectlyfromthefirm提出訴訟Takelegalaction投訴有關(guān)部門Complainttobusiness,private,orgovernmentalagencies不再光臨Stopbuyingtheproductorboycotttheseller警告朋友有關(guān)我們的效勞Warnfriendsabouttheproductand/orsellerARTHURTRAININGWORKSHOP34客人的反響和言傳

CUSTOMERFEEDBACKANDWORD-OF-MOUTH對(duì)飯店來說只能聽到平均4%不滿的客人的投訴，96%的客人不會(huì)打攪我們，其中25%的客人存在著嚴(yán)重問題。THEAVERAGEBUSINESSONLYHEARSFROM4%OFTHEIRCUSTOMERSWHOAREDISSATISFIEDWITHTHEIRPRODUCTSORSERVICES.OFTHE96%WHODONOTBOTHERTOCOMPLAIN,25%OFTHEMHAVESERIOUSPROBLEMS.4%的投訴客人比96%不投訴的客人更愿意留下來。THE4%COMPLAINERSAREMORELIKELYTOSTAYWITHTHESUPPLIERTHANARETHE96%NON-COMPLAINERS.60%的投訴客人會(huì)留下來如果他們的問題被解決，那么95%的投訴客人會(huì)留下來如果他們的問題被快速解決。ABOUT60%OFTHECOMPLAINERSWOULDSTAYASCUSTOMERSIFTHEIRPROBLEMWASRESOLVEDAND95%WOULDSTAYIFTHEPROBLEMWASRESOLVEDQUICKLY.不滿意的客人會(huì)告訴10到20人有關(guān)他們的經(jīng)歷和問題。ADISSATISFIEDCUSTOMERWILLTELLBETWEEN10AND20OTHERPEOPLEABOUTTHEIRPROBLEM.一個(gè)得到飯店滿意解決問題的客人會(huì)平均告訴5個(gè)人。ACUSTOMERWHOHASHADAPROBLEMRESOLVEDBYACOMPANYWILLTELLABOUT5PEOPLEABOUTTHEIRSITUATION.ARTHURTRAININGWORKSHOP35不滿的程度和言傳的人數(shù)

NUMBEROFPEOPLETOLDBASEDONLEVELOFDISSATISFACTIONARTHURTRAININGWORKSHOP36不滿程度的行動(dòng)比率

ACTIONTAKENBASEDONLEVELOFDISSATISFACTIONARTHURTRAININGWORKSHOP告訴朋友投訴不再光臨勸阻被人訴訟37宴會(huì)的運(yùn)作

BANQUETOPERATION38宴會(huì)的運(yùn)作

BANQUETOPERATION飯店宴會(huì)的種類中西餐宴會(huì)雞尾酒會(huì)冷餐會(huì)大型會(huì)議新聞發(fā)布會(huì)大型文藝演出婚宴外賣ARTHURTRAININGWORKSHOP39宴會(huì)預(yù)定安排預(yù)定方式私人或企業(yè)有專人組織者來面洽預(yù)訂信函，預(yù)定協(xié)議客戶預(yù)訂政府有關(guān)部門的指令性預(yù)定ARTHURTRAININGWORKSHOP40宴會(huì)標(biāo)準(zhǔn)系統(tǒng)各種宴會(huì)消費(fèi)起點(diǎn)標(biāo)準(zhǔn)不同價(jià)位標(biāo)準(zhǔn)菜單及酒單不同標(biāo)準(zhǔn)宴會(huì)，可提供的配套效勞工程和規(guī)格不同宴會(huì)場(chǎng)地布置，裝飾，臺(tái)型實(shí)例圖宴會(huì)主要菜點(diǎn)和名酒的介紹及實(shí)物照片宴會(huì)預(yù)定金的收取標(biāo)準(zhǔn)提前,推遲,取消預(yù)定的有關(guān)規(guī)定ARTHURTRAININGWORKSHOP41宴會(huì)部常用表格宴會(huì)預(yù)定單宴會(huì)編排通知單運(yùn)作安排單ARTHURTRAININGWORKSHOP42宴會(huì)的活動(dòng)方案

BANQUETOPERATIONALFLOWARTHURTRAININGWORKSHOP受理預(yù)定RESERVATION方案組織PLANINGORGANIZATION執(zhí)行準(zhǔn)備PREPARATION全面檢查DOUBLECHECK宴前接待RECEPTION開宴效勞SERVICEOPERATION結(jié)賬送客BILLING整理結(jié)束CLEANUPCLOSINGA支持部門SUPPORTTEAMBCDE宴會(huì)銷售部CATERING廚房KITCHEN管事部STEWARDING工程部ENGINEERING財(cái)務(wù)部FINANCE保安部SECURITY公衛(wèi)部PAFGAABCDAGCDFAFABCFAECBDG43宴會(huì)臺(tái)型種類

BANQUETSETUPVARIETYARTHURTRAININGWORKSHOP課桌式CLASSROOMU型臺(tái)USHAPE橢圓型臺(tái)ELLIPSESHAPE歌劇式THEATER會(huì)議型FORMEETING44宴會(huì)臺(tái)型種類

BANQUETSETUPVARIETY用餐型FORDINING西餐WESTERNBANQUET

中餐CHINESEBANQUETARTHURTRAININGWORKSHOP45客人投訴的處理和控制

GUESTCOMPLAINHANDLE46客人投訴的處理和控制造成客人投訴的原因處理客人投訴的技巧如何降低客人投訴ARTHURTRAININGWORKSHOP47造成客人投訴的原因?qū)浖耐对V效勞質(zhì)量和效率效勞員的態(tài)度效勞程序產(chǎn)品質(zhì)量對(duì)硬件的投訴設(shè)施設(shè)備環(huán)境條件噪音ARTHURTRAININGWORKSHOP48處理客人投訴的技巧表示理解感受抱歉急迫感一步到位補(bǔ)償跟進(jìn)調(diào)查ARTHURTRAININGWORKSHOP49如何降低客人投訴認(rèn)知預(yù)見靈活補(bǔ)救技能培訓(xùn)獎(jiǎng)罰制度ARTHURTRAININGWORKSHOP50廚房管理及菜品質(zhì)量監(jiān)督和控制

KITCHENMANAGEMENTANDFOODQUALITYCHECKANDCONTAROL51廚房管理及菜品質(zhì)量監(jiān)督和控制

KITCHENMANAGEMENTANDFOODQUALITYCHECKANDCONTAROL組織結(jié)構(gòu)與崗位職責(zé)ORGANIZATIONCHARTANDJOBRESPONSIBILITY廚房布局與生產(chǎn)流程控制KITCHENLAYOUTANDPRODUCTIONFLOWCONTROL食品衛(wèi)生與廚房平安FOODHYGIENEANDKITCHENSECURITYARTHURTRAININGWORKSHOP52大型廚房組織結(jié)構(gòu)ARTHURTRAININGWORKSHOP行政總廚EXECUTIVECHEF中餐總廚CHINESECHEF西餐總廚WESTERNCHEFA廚房廚師長(zhǎng)AKITCHENCHEFB廚房廚師長(zhǎng)BKITCHENCHEFC廚房廚師長(zhǎng)CKITCHENCHEFF廚房廚師長(zhǎng)FKITCHENCHEFD廚房廚師長(zhǎng)DKITCHENCHEFE廚房廚師長(zhǎng)EKITCHENCHEF53中餐廚房機(jī)構(gòu)圖ARTHURTRAININGWORKSHOP中餐總廚CHINESECHEF中餐副廚SOUSCHEF加工組PROCESSING領(lǐng)班DEMICHEF案板組CHOPPINGBOARD領(lǐng)班DEMICHEF爐灶組WOKTEAM領(lǐng)班DEMICHEF冷拼組COLDDISH領(lǐng)班DEMICHEF點(diǎn)心組DIMSUM領(lǐng)班DEMICHEF54ARTHURTRAININGWORKSHOP西餐廚房機(jī)構(gòu)圖西餐總廚WESTERNCHEF西餐副廚SOUSCHEF熱廚房HOTKITCHEN領(lǐng)班DEMICHEF冷廚房COLDKITCHEN領(lǐng)班DEMICHEF宴會(huì)組BANQUETKITCHEN領(lǐng)班DEMICHEF餅房BAKERYPASTRY領(lǐng)班DEMICHEF加工組PROCESSING領(lǐng)班DEMICHEF55廚房各崗位職責(zé)

KITCHENPOSITIONRESPONSIBILITY行政總廚EXECUTIVECHEF廚師長(zhǎng)KITCHENMANAGER領(lǐng)班DEMICHEF廚師COOKARTHURTRAININGWORKSHOP中餐廚房西餐廚房西餅廚房職位POSITIONCOMMIS1COMMIS2COMMIS356崗位職責(zé)內(nèi)容

POSITIONRESPONSIBILITYITEMS行政總廚中餐廚師長(zhǎng)西餐廚師長(zhǎng)餅房廚師長(zhǎng)廚房領(lǐng)班一級(jí)廚師二級(jí)廚師三級(jí)廚師實(shí)習(xí)廚師57與各部門的溝通與采購(gòu)部共同商量制定采購(gòu)規(guī)格和庫存量每日采購(gòu)要求大型宴會(huì)活動(dòng)采購(gòu)方案餐廳部門每日菜品狀況溝通各種食品促銷活動(dòng)客人對(duì)菜品意見反響ARTHURTRAININGWORKSHOP58與各部門的溝通宴會(huì)部宴會(huì)信息溝通用餐形式及菜單溝通管事部器具廚具設(shè)備準(zhǔn)備衛(wèi)生清潔安排溝通ARTHURTRAININGWORKSHOP59廚房布局影響布局的因素廚房布局的實(shí)施目標(biāo)廚房的整體布局廚房作業(yè)區(qū)和工作崗位的布局其他布局ARTHURTRAININGWORKSHOP60生產(chǎn)流程控制制定控制標(biāo)準(zhǔn)標(biāo)準(zhǔn)菜譜標(biāo)量菜單生產(chǎn)規(guī)格控制過程加工過程的控制配份過程的控制烹調(diào)過程的控制控制方法程序控制法責(zé)任控制法重點(diǎn)控制法ARTHURTRAININGWORKSHOP61食品衛(wèi)生的控制廚房環(huán)境的衛(wèi)生控制原料的衛(wèi)生控制生產(chǎn)過程的衛(wèi)生控制生產(chǎn)人員的衛(wèi)生控制ARTHURTRAININGWORKSHOP62廚房環(huán)境的衛(wèi)生控制廚房環(huán)境衛(wèi)生包括----地面,墻壁,頂部,風(fēng)口,灶具,工作臺(tái)等衛(wèi)生區(qū)分配與責(zé)任人衛(wèi)生檢查表與獎(jiǎng)罰制度餐飲部衛(wèi)生檢查安排整改行動(dòng)方案ARTHURTRAININGWORKSHOP63原料的衛(wèi)生控制原料的清洗去除食品原料上的污物,農(nóng)藥,肥料,細(xì)菌,寄生蟲,昆蟲,化學(xué)原料或其他附雜物原料粗加工衛(wèi)生控制原料的存放,加蓋ARTHURTRAININGWORKSHOP64生產(chǎn)過程的衛(wèi)生控制加工和烹飪過程中使用的器具和凈布的消毒解凍食物的本卷須知配制食品的盛器要清潔并是專用的烹調(diào)加熱食品時(shí)要充分殺滅細(xì)菌，要考慮原料內(nèi)部到達(dá)的平安溫度冷菜的加工要生熟分開，使用專用器具ARTHURTRAININGWORKSHOP65解凍食物的本卷須知解凍食物要迅速，盡量縮短解凍時(shí)間解凍中要防止受到污染，各類食品要分開解凍流水解凍水溫應(yīng)控制在22度以下，自然解凍的溫度應(yīng)控制在8度左右切忌將食物放置在自然溫度下過夜來解凍已解凍的食品應(yīng)及時(shí)加工，不能再解凍ARTHURTRAININGWORKSHOP66生產(chǎn)人員的衛(wèi)生控制雙手洗滌,消毒,修剪指甲口罩,手套,工作帽,制服不得抽煙,咀嚼口香糖不可戴戒指,手表帶有傳染性疾病不得從事食品烹調(diào)定期健康檢ARTHURTRAININGWORKSHOP67廚房的平安食物平安細(xì)菌性食物中毒的預(yù)防化學(xué)性食物中毒的預(yù)防有毒食物中毒的預(yù)防操作平安割傷跌傷扭傷燙傷電擊傷火災(zāi)ARTHURTRAININGWORKSHOP68培訓(xùn)方案及考核控制

TRAININGPLANANDRESULTCONTROL69培訓(xùn)方案的制定

TRAININGPLANESTABLISHMENT如何找到培訓(xùn)需求HOWTOFINDTHETRAININGNEEDS培訓(xùn)目標(biāo)TRAININGOBJECTIVE培訓(xùn)準(zhǔn)備TRAININGPREPARATION技巧培訓(xùn)與知識(shí)培訓(xùn)SKILLTRAININGANDKNOWLEDGETRAINING復(fù)習(xí)與考核REVIEWANDTESTEVALUATIONARTHURTRAININGWORKSHOP70培訓(xùn)的形式

TRAININGMODALITY崗上培訓(xùn)ONTHEJOBTRAINING課堂知識(shí)培訓(xùn)CLASSROOMKNOWLEDGETRAINING新員工入職培訓(xùn)NEWSTAFFORIENTATION交叉培訓(xùn)CROSSTRAININGARTHURTRAININGWORKSHOP71考核方式

MODEOFTRAININGRESULTTEST書面知識(shí)考核WRITENKNOWLEDGETEST操作程序考核OPERATIONPROCEDURETEST效勞技巧考核SERVICESKILLSTEST實(shí)戰(zhàn)運(yùn)用考核ACTUALCOMBATCHECKARTHURTRAININGWORKSHOP72餐飲部本錢控制

COSTCONTROLLINGF&B73餐飲部本錢控制

COSTCONTROLLINGF&B本錢分析COSTANALYSIS財(cái)務(wù)報(bào)表P&LPROFITANDLOSS盤點(diǎn)運(yùn)作及分析INVENTORYOPERATIONARTHURTRAININGWORKSHOP74本錢分析

COSTANALYSIS人力MANPOWER能源ENERGYSOURCES物耗OPERATIONALUSE食品及酒水FOODANDBEVERAGE固定資產(chǎn)CAPITALASSERTS營(yíng)業(yè)稅SALESTAX促銷和廣告PROMOTIONANDADVERTISEMENT運(yùn)輸交通TRANSPORTATION

ARTHURTRAININGWORKSHOP利潤(rùn)=營(yíng)業(yè)額-本錢75財(cái)務(wù)報(bào)表P&L

PROFITANDLOSS月度，年度損益表MONTHLYANDYEARLYP&L大型活動(dòng)損益表PROMOTIONP&LARTHURTRAININGWORKSHOP76月度損益表

MONTHLYP&L77年度損益表

YEARLYP&L78大型活動(dòng)損益表

PROMOTIONP&L79盤點(diǎn)運(yùn)作及分析

INVENTORYOPERATIONANDANALYSIS實(shí)際盤點(diǎn)數(shù)庫房領(lǐng)取數(shù)喪失數(shù)破損數(shù)借出，借進(jìn)數(shù)單價(jià)品號(hào)尺寸盤點(diǎn)表80月度盤點(diǎn)的內(nèi)容

MONTHLYINVENTORYITEMS食品及酒水FOODANDBEVERAGE布草LINEN餐具及廚房用具CUTLERY,CHINAWARE,GLASSWAREANDKITCHENUTENSILS固定資產(chǎn)CAPITALASSERTSARTHURTRAININGWORKSHOP81食品及酒水盤點(diǎn)

FOODANDBEVERAGEINVENTORY酒水日盤點(diǎn)報(bào)表BEVERAGEDAILYINVENTORY由餐廳酒水員負(fù)責(zé)，餐廳主管負(fù)責(zé)檢查，財(cái)務(wù)部抽查整瓶酒水盤點(diǎn)和開瓶酒水盤點(diǎn)與每日銷量和領(lǐng)取量的核對(duì)酒水月綜合盤點(diǎn)報(bào)表BEVERAGEMONTHLYINVENTORY由酒水主管和財(cái)務(wù)部共同盤點(diǎn)食品原料及醬料盤點(diǎn)紀(jì)錄

FOODRAWMATERIALANDCONDIMENTSARTHURTRAININGWORKSHOP82經(jīng)營(yíng)分析報(bào)告和預(yù)算和預(yù)測(cè)REVENUEFORECASTBUDGET83ARTHURTRAININGWORKSHOP經(jīng)營(yíng)分析

BUSINESSANALYSIS84經(jīng)營(yíng)分析的目的Purpose:識(shí)別在眾多的競(jìng)爭(zhēng)對(duì)手中我們所在的位置。Identifywherethebusinessstandsinrelationtorivals,etc.收集信息和有用的數(shù)據(jù)來幫助我沒完成經(jīng)營(yíng)決策。Collectandusedatatoinformbusinessdecisionmaking識(shí)別出我們?cè)诮?jīng)營(yíng)中的優(yōu)勢(shì)和劣勢(shì)。Identifystrengthsandweaknessesinthebusiness使用信息去幫助我們完成戰(zhàn)略方案。UseinformationtoinformstrategicplanningARTHURTRAININGWORKSHOP85收集方法

COLLECTIONMETHODCollectionofdatafromarangeofsources:

市場(chǎng)調(diào)查Marketresearch過去的銷售數(shù)據(jù)Pastsalesdata市場(chǎng)增長(zhǎng)數(shù)據(jù)Marketgr