My name is * * *, and I come from a small restaurant in * * *. The topic of my speech today is: "Hard skills" are created by hard work and "Fragrant Garden" is won by excellent service.
First of all, I want to ask you, what is the technology of the catering industry? Maybe everyone thinks it's cooking. I think everyone is only right in one aspect. The technology of catering industry also includes service, management and etiquette. According to my working practice for many years, in the limited space of catering, technology is promising and skilled workers have a great stage to display their talents. On the common stove, the copyright of this manuscript belongs to 5 17878, in front of the secretary's net, on the dining table and in the bathroom. We have more powerful technology, we have more service, and we have more delicious technology!
Combining the catering industry at home and abroad, I will give two examples of technology and knowledge. The first is the story of a dish named after the month. "The moon is especially bright to the Mid-Autumn Festival". In China, there are not only many attractive scenic spots named after the month, but also many famous local dishes named after the month, all of which have moxibustion population.
-Dark clouds hold the moon, a famous Shandong dish, made of laver and poached eggs, so it is called "Dark clouds hold the moon".
-Erhai reflects the moon, one of the four famous dishes of "romantic love" in Yunnan. These dishes are cleverly conceived. There is a clear water in the dish, and colorful clouds are floating in the water. In the colorful clouds, there is a golden full moon floating and turning. It turns out that "clear water" is a carefully prepared vegetable juice; "Cai Yun" is meat and protein; The "full moon" is egg yolk.
-A group of shrimps look at the moon, a famous dish in Shenyang. Fill the egg skin into a full moon in a bowl and put it on a plate. Then baked into 10 red prawn, with the head of the prawn circling the moon. This dish is red and yellow, sweet and salty, smooth and delicious. In addition, there are four-star moon viewing, half-moon sinking, Moon-reflecting Dragon, Mingyue Spicy Chicken, Longyou Moon Palace, Moon Fairy, Moon Flower, Moon Duck Pine, Moon-reflecting Agate and so on, all of which are famous dishes of one side.
Taking the moon as the theme, making such a large-scale cuisine and skillfully constructing famous dishes from the aspects of dish name, shape, cooking, modeling, allusions, culture, etc., is enough to show that China's catering industry has a long history, rich content and prosperous period. This just shows that the catering industry in China has a very profound cultural background and excellent technology. In the country of "food is the most important thing for the people" and in the highly competitive catering industry, a catering enterprise with skilled and skilled employees can stand firm and settle down.
Let's talk about the foreign catering industry. Many of us regard fast food as fashion, while foreign gourmets regard fast food as "food garbage", which is a bit incredible. Famous foreign fast food restaurants such as McDonald's and KFC swept the land of China almost overnight, and young people flocked to it. Many people regard eating fast food as a value-added enjoyment. It is reported that the daily sales record set by McDonald's is not in the United States, but in Beijing, China, and its largest sales store is in China.
The way to win foreign fast food is to have perfect standardized management. KFC has hundreds of standardized manuals, from the selection of stores and the purchase of raw materials to the processing, quality, trademark and operation of products. There is a standard manual in black and white, and every employee has rules to follow when doing any work. Similarly, any action in McDonald's company follows the only standard. From the supply of raw materials to the sale of products, unified standards, procedures, time and methods enable customers to taste American hamburgers with the same quality and real flavor today, tomorrow and in the United States and China.
Advanced management depends on superb technology and technicians. This is the saying that only with technology can we be stronger. In foreign countries, if the catering service industry wants to win continuously, it needs superb technology as support and high-quality service as guarantee.
With the continuous upgrading and innovation of new technologies and processes, strength is not only synonymous with strength, but also has become a compound term of knowledge, technology and strength. Workers can't do it by strength alone. If they want to show their life value in the competition, they must be good at learning, studying and innovating, and arm themselves with knowledge and technology. To reach the other side of the ideal.
1April, 1994, I took the post of restaurant keeper. While doing my job well, I also embarked on the post of waiter. At that time, I thought that the waiters in the restaurant were all doing simple manual work, washing dishes, wiping tables and sweeping the floor, and had no skills. With this mentality, sometimes you can cope with work and customers, and sometimes you make mistakes. I remember once, when I was serving food to a guest, I didn't choose the best time and route for serving food because I was unfamiliar with the business, and I accidentally dropped vegetable juice on the guest's arm and clothes. The guest was angry and I was embarrassed. The lesson is profound. Through this accident, I completely changed my view on the catering service industry: "How we treat others, others will treat us". If you can't provide warm and thoughtful service, you won't be recognized by customers; If we don't treat our customers as relatives, they won't treat us as friends. I'm not happy, and neither are the customers. Although this little accident has passed, it has a great influence in my heart. My indomitable character tells me that you must be an excellent waiter.
In order to improve the service quality, the company bought a set of DVD taught by Professor Jin on service etiquette. If I get the treasure, I will listen with my eyes and my heart and write down my thoughts and experiences. First of all, I start with the basic requirements of service specification, so as to achieve standardized, scientific and high-quality service. I will do my best in service, keep improving and keep improving. In providing enthusiastic service, I will do: eye to eye, mouth to mouth, body to heart, which means that some people have eyes and things have eyes. In a reception task, I encountered such a thing. As soon as I entered the door, I found a guest looking pale. He silently pressed his head while eating. I quietly stepped forward, bent down and asked him why. He said that he had a headache this morning, and he might have caught a cold. Because he had a meeting all morning, he didn't buy medicine in time. After listening, I said "wait a minute" and left.
For me, a little thing makes the guests feel warm. Is this what I call "feeling at home"? In order to understand the guests, the guests and the guests, I read the books on the dining psychology of the guests, the different service methods used by guests with different personalities, food nutrition, etc., and applied them to practice, learned to handle them with ease, and worked diligently and tirelessly at work, which made me make great progress in my thoughts and work and was recognized by leaders and colleagues. Because I firmly believe that in our society, there is only a different division of labor, and there is no distinction between nobility and inferiority.
Years of service in the restaurant make me feel that as long as you are full of enthusiasm and diligence, eager for knowledge and persistent research spirit, anyone can achieve a high level at a "low level" and make great achievements in a "small post", from an ugly duckling to a white swan. After several years of unremitting efforts, I grew from a waiter to a restaurant monitor, assisting the restaurant manager to manage the restaurant. I have always been based on my post and actively participated in management innovation.
The canteen is a window of our company, and its quality directly affects the image and benefit of our logging company established by our service personnel. I remember one day, we received a reception task from the vice president of a French company. Guests are very important, and the company attaches great importance to them, which is a challenge to our service quality. First of all, I design the layout of the restaurant, the layout of the dining table, the placement of tableware and the folding of flowers according to the preferences of westerners. According to the taste of the French, I contacted the kitchen in time to emphasize that they don't like spicy food, but they are very interested in onions, garlic, cloves and herbs. Emphasize the temperature of cooking to make it tender; It is emphasized that French people drink aperitif before meals, wine for dinner, sweet wine or brandy after meals, pay attention to the collocation of dishes and drinks, and have a special liking for mineral springs and water conditions. Foreign guests are full when they see clean restaurants, beautiful environment, standardized gfd and standard service. While drinking pure wine and eating special food with China chopsticks, I gave a thumbs-up and repeatedly said "very good, very good", and I was flattered by the praise of foreign friends.
It is an important job for us to do a good job in the service training of small restaurants. Every time new service personnel come, during the training process, we ask them to first establish a correct outlook on career and life, treat their work with a normal heart, correct their work attitude and strictly abide by the various management systems of the restaurant. Pay attention to skills in service work. "Smile" can convey our welcome, good dress and mental outlook to guests, and make customers have trust in waiters and communicate with customers with different personalities in different ways. In order to ensure the improvement of service quality, we have formulated the system of waiter post responsibility system, restaurant service management system, tableware cleaning and disinfection system, restaurant safety and hygiene contract system and so on. And strengthen the inspection and appraisal, thus forming an atmosphere of comparison, learning, rushing and helping in the restaurant, so that every employee has a sense of intimacy in his manners, dressing, treating people, watching the game and taking a seat.
With the rapid development of current economy, people are now rich and their living standards are improving day by day. The original diet structure can't meet the needs of people now. Nowadays, people should not only eat well, but also eat nutrition and fancy food. Facing the change of the present situation, it is not enough to cook with low-grade raw materials, but also learn to cook with high-grade raw materials. Nowadays, sea cucumber dishes are very popular in the catering industry because of their high nutritional value and health care function. At present, most of the sea cucumbers on the market are dry, with many varieties, different textures and hard textures, which need to be swollen before cooking. There are many swelling ways of sea cucumber, which need to be mastered flexibly according to the quality characteristics. In order to be a good sea cucumber, I will start from the theory, read all kinds of books, consult all kinds of related materials and CDs, understand the production process and choose the swelling method. Due to lack of experience, I neglected some in the previous times. The prepared sea cucumber is not in place, hard-hearted, or overcooked and too soft. Faced with these problems, I asked experienced teachers again and again, remembered the key points, grasped the key points, and did them again and again. Finally, many good things happen. Now I can not only cook sea cucumber, but also cook all kinds of dishes with sea cucumber as raw materials, such as rice sea cucumber, roasted sea cucumber, abalone sauce sea cucumber and so on, which have been unanimously recognized by the majority of guests.
I often guide everyone to be the best worker and the first-class job, which makes people convinced.
Dear leading comrades, no matter how high the Himalayas are, there is a top, and no matter how deep the Atlantic Ocean is, there is a bottom, but a person's technology has never been the highest, only higher. On the road of pursuing technology, there is no end, no end and no rest. The more you pay, the stronger the technology, the stronger the technology, the greater the strength, the greater the strength, and the greater the value created. Since I have chosen the hotel profession, I will create brilliance in this profession, make the tree of science and technology evergreen, let the life of science and technology continue, and let science and technology make my life.
My speech is over, thank you.