In the busy work, the year is coming to an end. In this year, under the correct leadership of the hotel leaders, our catering department has achieved good results. The following is the speech of ordinary employees I compiled for you, 10 minutes, I hope it will help you!

Ordinary employees speak 10 minute selected articles 1 here I learn and advocate how to do a good job in service and master seven elements:

1, Smile In the daily operation of the hotel, every employee is required to treat the guests with a sincere smile, which is not affected by time, place, mood and other factors, and is not limited by conditions. Smile is the most vivid, concise and direct greeting.

2. Proficiency requires employees to be proficient in all aspects of their work and be as perfect as possible. Employees should be familiar with their business work and various systems, and improve their service skills and skills. A journey of a thousand miles begins with a single step. If you want to be proficient in business, you must have good training courses, constantly sum up practical experience, learn from each other's strong points and be more specialized, which will improve the service quality and work efficiency of KTV.

3. Preparation means being ready to serve the guests at any time. In other words, it is not enough to have a sense of service. Preparation includes psychological preparation and behavioral preparation, which should be done well in advance. For example, before the guests arrive, make all preparations and be ready to serve them at any time. Don't worry.

Attention is to treat every guest as a god, and don't ignore the guests. Employees sometimes tend to ignore this link and even have negative service phenomena. This is caused by the superficial phenomenon that employees see themselves dressed casually, spending less and feeling tasteless. In real life, the richer people are, the more inclined they are to dress casually, which is their confidence; Clothes don't represent wealth at all. We must never judge a book by its cover, ignoring the subtle service. We should pay attention to and be kind to every guest and let them spend willingly. We should remember that the guests are our parents.

5. Exquisiteness is mainly manifested in observing and feeling the guest's psychology, predicting the guest's needs and providing services in time. Even before the guests ask, we can do it for them and make them feel more cordial. This is what we call higher consciousness.

6, to create a warm atmosphere for the guests, the key is to emphasize the environmental layout before service, friendly attitude, etc. Master the guests' hobbies and characteristics, create a feeling of home for them, and make them feel at home.

7. Sincere hospitality is the virtue of the Chinese nation. When guests leave, employees should sincerely invite them to come again through appropriate language. In order to impress the guests, the current competition is service competition and quality competition, especially in the hotel industry. The importance of service is self-evident. We use all kinds of high-quality services to form our own service advantages, thus creating higher customer satisfaction in the fierce market competition and making the hotel invincible! Every profession needs to emphasize team spirit, so does Happy Di. When business is busy, colleagues can understand each other, share their troubles with one heart and one mind. Usually, there are cunning customers. If a person is in trouble, other colleagues will go up in time to mediate the dispute, so that the situation is no longer bad. Everyone has a clear division of labor and works actively, which truly achieves the effect of one hero and three gangs.

Usually, I will also chat with customers, learn about their favorite songs, and recommend new songs to satisfy customers. This can increase the number of repeat customers, let customers recommend friends and increase the consumption rate. After that, I will also make some summaries, which will make my service more acceptable and liked by customers over time.

As a soldier, I will also encounter some setbacks and helplessness. Some people think that a small logistics worker is insignificant, and some people think that my career is low and I don't respect people. But what I want to say is: all roads lead to Rome, and I am happy to serve others and work here! I can be proud of this collective work. I think my career is like a watch. The seemingly rotating hour hand can bring time and happiness to everyone, but the tiny part rotating inside is hard to see, but it is necessary.

Of course, learning is endless and must be applied to future work. I hope that leaders can urge colleagues to learn from each other, improve service efficiency in future work, and strive to become an excellent service staff, so that customers can feel unusual happiness in the world of Yindu Hotel.

10 minutes for ordinary employees to speak. Time flies. In a blink of an eye, I have worked in the catering department of _ _ hotel for a year. According to the work arrangement of the catering manager, I am mainly responsible for the daily operation of restaurants, bars and stewards in this department and the training of this department. Now I will make a summary report on this year's work and briefly outline my 20-year work plan.

As an internationally renowned brand hotel, the operation and management of the catering department are very mature and have a high market reputation. After 20 years of management experience, I have formed my own management style, and it is difficult to make a breakthrough in service management and training. After joining the job, according to the actual situation of the food and beverage department, I put forward the management goal and slogan of "building an excellent service team", aiming at improving the overall service quality and establishing a good industry image. Since I joined the company for one year, I have mainly carried out the following 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. In 20__ years, various operating departments have carried out the following work in daily management and service quality construction:

1, write operation procedures to improve service quality.

According to the actual operation of various departments in the food and beverage department, the service standards of various departments were unified, which established standards and basis for the training, inspection, supervision and assessment of various departments and standardized 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 appearing 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 plugged 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 and customer satisfaction, the last day of each month is designated as the service quality seminar day, which is attended by the 4-5 level managers of each restaurant, 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 an X 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 managers of various departments to improve management and evaluate water X management. Restaurant managers analyze and summarize the collected cases and put forward solutions to the problems, which makes the management more targeted and reduces the probability of customer complaints.

Second, organize the first service skill competition to show the service skills of the catering department.

To tie in with the 0/5th anniversary celebration of the hotel/KLOC-,the Food and Beverage Department organized restaurants to hold the first competition on catering service skills and catering knowledge in August, and worked out a practical scheme for 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 15 trainings, including 3 service skills trainings, 3 induction trainings for newcomers and 9 special trainings. The concept and main contents of the course are as follows:

1. Expand management ideas and broaden industry horizons.

Most middle-level 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 their management awareness, expand their industry vision and professional knowledge, seven catering professional knowledge trainings were set up for middle managers this year, the main contents of which are customer satisfaction management, catering marketing knowledge 1, catering marketing knowledge 2, basic knowledge of catering management, etc. 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, to carry out service skills training, improve the VIP room service water X.

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 integral part of catering, 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 July, aiming at the phenomenon of poor execution of restaurant management, the course "Execution" was developed, which made managers fundamentally realize that "a good system needs good execution", and combined with the specific performance of insufficient 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.

In 20__, 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 catering service skill assessment, bartender professional qualification certification and catering professional knowledge learning, set off a wave 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, do a good job in the reserve of outstanding management talents for hotel star upgrading, and do a good job in the catering department.

7. Optimize training courses and improve management level.

The idea of setting up the main courses of departmental training in 20__ year is to adjust and optimize some courses in 20__ year, so as to make the courses more targeted and effective. Daily management work will be closely combined with the content learned to improve catering management in an all-round way.

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 the work in 20__ years depends entirely 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 in the catering department for my work. 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 carry forward the advantages, correct the shortcomings, further improve the management level of Water X, and work hard to build a learning-oriented excellent catering service team!

Ordinary employees speak 10 minutes highlights 3 In a blink of an eye, I have worked in the company for more than a year. According to the work arrangement of the company manager, I served as the restaurant manager. The summary of this time is as follows.

First, the hall site management

1. Etiquette and politeness need to be practiced repeatedly at daily regular meetings, and employees should use polite expressions when meeting guests. In particular, the cashier at the front desk and the service personnel at the regional inspection post are required to be clear at a glance, and they are required to apply etiquette and courtesy to every point of their work so that employees can supervise each other and make progress together.

2. Insist on checking gfd before class. Those who fail gfd must complete and pass before they can get employment. If any gfd problem is found in the post, correct it immediately, supervise the use of guest etiquette, and cultivate a good attitude of employees.

3. Strictly grasp the post setting 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 have a sense of responsibility, clear their own work content, 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. From big items to small items, whether it is customer damage or natural damage, everything needs rules to follow, well documented, implemented by someone, supervised by someone, followed up by one person and summarized by someone.

6, public * * * area health management, require cleaning personnel to see foreign bodies or dirt must be cleaned up immediately.

Hygiene in all areas requires that the sofa surface, periphery, dining table and floor should be kept clean, tidy and free from water stains.

7. When dining, because the guests arrive at the store intensively, there are often guests waiting in line, and the guests will be impatient. At this time, it is necessary for the foreman and team leader to prepare for the reception before the reception peak to reduce the waiting time of the guests. At the same time, pay attention to the position of the desktop 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 dish in the restaurant. In order to improve the quality of buffet service, the overall implementation plan of buffet service was formulated, and the operation process and service standard of buffet service were further standardized.

9. Establish a restaurant case collection system to reduce the probability of customer complaints and collect restaurant customers' complaints about service quality and quality. As an important basis for improving daily management and service provision, all employees of the restaurant analyze and summarize the collected cases and put forward 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 and employment situation of new employees, 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 improper role conversion, and accelerate the pace of integration into the catering team.

2. Pay attention to the growth of employees, always pay attention to employees' mentality, maintain good working conditions, organize employees to study irregularly, assess employees, check the training effect, make up for the shortcomings found 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. Strengthen training according to the actual work, aiming at improving work efficiency and making management more standardized and effective. Combined with the analysis of daily restaurant cases, employees have a new understanding and understanding of daily service and formed a consistent sense of daily service.

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.

10 minutes for ordinary employees to speak. Part 4 has been busy for another year. The business of the restaurant is still very good this year, which also means that our work is very busy this year. I have also gained a lot this year. For me, this year's work is very substantial and I have learned a lot. The year's work is over, so we should make a summary of this year's work, so as to know what we have focused on this year and what needs to be improved.

I. Work performance

I understand what is the most important thing for us diners, that is, pay attention to hygiene, food hygiene, restaurant hygiene and personal hygiene. We must take it seriously at work, and a little mistake will affect the restaurant. My job concerns not only myself, but also restaurants. What we must do is to satisfy our customers. Although our food can't satisfy everyone because of personal tastes, we should also satisfy them with our services.

I pay great attention to hygiene in my work. I should ensure personal hygiene and leave a good impression on customers. I can't influence the restaurant for my own reasons. I think my work is quite good. At least I am enthusiastic when I work every day, and I won't let my personal emotions affect my work. I have a good attitude towards customers. Although I feel very tired after work every day, after a night's rest, I can adjust my state well and greet my work with a good look again.

Second, the work harvest

During this year's work, I have gained a lot and learned a lot. No matter what industry you want to do well, you need to make a lot of efforts and learn a lot. I know I still have many shortcomings, and I have been studying hard. During this year, I made great progress. I can finish my work better and handle some emergencies well. But at the same time, I have shortcomings, and I still have room for improvement. So if I want to develop in this industry in the future, I still need to continue studying, and I can't stop learning and making progress.

20__ is a very busy year, but also a year of many gains. Actually, I quite like this feeling. You can learn a lot in the busy process. Although I will be very tired, I have made a lot of progress. In the new year's work, I will certainly encounter many challenges. I should be prepared and actively face the future challenges.

At work, although I only play the role of an ordinary cashier, my job is not only as simple as collecting money, but also a series of complicated procedures. In this year's work, I found that no matter whether it is heavy, busy or leisure, we should be able to do every job well and complete every job with a positive attitude, instead of complaining about the proportion of workload, because complaining is useless. What we should do more is not to think things too badly, but to keep a good attitude and face the team every day. Because a happy attitude will make us feel tired and bored at work.

At work, I study business knowledge hard. Under the guidance of the foreman's training, I quickly became familiar with the basic situation of the restaurant and the cashier post process, from theoretical knowledge to practical operation, from the front desk to reception and customer service, and accumulated bit by bit. In a short time, I have mastered all the business skills that a cashier should have.

I made a mistake at work. It was the supervisor and foreman who encouraged me again and again, making me more enthusiastic about my work. Teacher Millland once said: Young people are born with encouragement. Yes, it is this kind of encouragement that makes me brave to overcome difficulties and make continuous progress in my work. From then on, in the eyes of leaders, I was no longer so fragile, but became very strong. Because of my strong sense of responsibility and high enthusiasm for work, I was affirmed by my superior leaders and asked me to practice in x x society. I was not used to it at first, and I felt that it was not as good as the restaurant in all aspects. However, after a period of hard work, I finally feel that this is an admirable sentence. After a period of hard work, the leaders spoke highly of me and asked me to undertake the important task of reception at the front desk. At that moment, I was very happy and suffered all the hardships. Tired is worth it, but at the same time, I feel a lot of pressure. The leader values me so much, which is his trust in me. I think I should work hard and do my duty well, which is a new challenge for me.

During the internship year, I learned something about the management and culture of restaurants, among which I learned the most:

1, functional quality

For catering and other service industries, service quality is undoubtedly one of the core competitiveness of enterprises and the lifeline of enterprises. High-level service quality can not only impress customers, but also lay the foundation for their coming again. It can also make customers feel honored and establish a good brand and image for the enterprise. In _ _ _, we can see that restaurant leaders attach great importance to the improvement of service quality. Even our interns must undergo strict etiquette training before they can take up their posts. Provide follow-up training and guidance to old employees, and constantly improve their professional quality and level. Department managers and supervisors often say to us, "Your every move represents us, and your image is our image". "Guests can never be wrong, only we can be wrong." Only sincere service can get the smile of the guests. "

2. Food culture

The restaurant is full of service culture, etiquette culture, regional culture, food culture and poverty alleviation culture. All the staff here are the hosts, and all the guests who come to the restaurant will depend on the restaurant and the restaurant people to a greater or lesser extent. In addition to receiving culture or knowledge in the process of receiving services, they will also ask people in restaurants for help when they encounter difficulties. Therefore, we can say that the restaurant is a place full of culture and knowledge. So people who work here must have more knowledge, culture and self-restraint. The guest is tasting a dish, and the waitress introduces the relevant knowledge of this dish in a sweet voice, including its origin, spread, characteristics, new ideas and so on. This not only increases the fun of tasting dishes, but also gives guests some new knowledge and information, making them glad that you are from another level.

In every corner of the restaurant, there are polite service personnel, standardized operation, professional smile and humble attitude, which make guests always influenced by etiquette culture. Individuals in society are always influenced by the people around them. The so-called etiquette culture not only improves the quality of hotel people, but also helps to influence guests and improve the quality and self-restraint of the whole society. When guests arrive at a new hotel, they can't wait to learn about the local regional culture, customs and landscape features. The restaurant should be familiar with this. The dining room is just a single building. Only in the regional background, they have rich background and cultural details. For foreign guests, they come here for local scenery or business, basically not for a separate accommodation environment. So the restaurant needs a function that can be brought to the guests as a landlord.

For the sake of convenience. For example, introduce local tourism resources, such as the path guidance of local business office. In this way, the restaurant really becomes a window for local communication with the outside world. There is also a culture called "problem solving", which is the ability to provide knowledge to help guests solve problems. The golden key culture is typical, with satisfaction and surprise, to complete the impossible task.

Cashier is an important position in the restaurant, which requires a strong sense of responsibility and good communication skills. It is very stressful for me. In the face of difficulties and pressures, I didn't flinch, but faced them. After working in the cashier position at the front desk for one year, I can say that I am qualified for this job now, and I believe I will do better in other similar positions in the future.