Communication management between front office and back kitchen of hotel

Communication management between front office and back kitchen of hotel

The purpose of opening a hotel is to focus on profit, enhance the brand, and bring rich profits and extensive social benefits to the hotel. The following is the communication management knowledge I collected from the front desk and the kitchen of the hotel for your reference.

First, the cooperation consciousness and initiative of the front office and the back kitchen.

1. The lobby manager and the chef have their own duties. The quality of a hotel's operation is inseparable from their work. They are the core figures of the whole hotel and the right-hand man of the general manager. Some hotels have no general manager. They rely on the cooperation of the two departments to complete their daily work. 2. The cooperation consciousness and initiative of the front hall and the kitchen. Strive to complete the tasks and things assigned by the other party, and the awareness of both parties. It is the basic requirement to attach importance to and earnestly complete it, and both sides fully trust it. The initiative of cooperation between the two sides is not only the communication at work, but also the communication in thought and consciousness.

Second, the hotel marketing cooperation

In order to achieve the hotel's business objectives, the marketing cost must be controlled. The kitchen and the front hall should cooperate and coordinate from the following aspects. 1. Establish the idea of market-centered marketing cost control. Chefs and lobby managers should institutionalize and program this work. Exodus: The kitchen department must attend the daily meeting. (1) Training: In the morning (morning), the waiter will meet with the kitchen department to train the waiter on new dishes. Focus on training every day; Weekly local control; Monthly comprehensive training. (2) the number of new varieties (urgent push, estimated clear, new vegetables) issued. (3) Listen carefully to the problems and new demands found by the waiters, and adjust the business items, products and business objectives in time. 2. Constantly develop new projects and new products to meet the needs of customers, while saving operating costs and expenses, so that more preferential policies can benefit consumers.

Third, the control of promotional expenses is coordinated with each other.

1. product features: dishes and services are hotel products. Only by creating characteristics for their own dishes and services can hotel managers attract more customers and gain more profits than their competitors. 2. Reasonable price At present, the catering competition has entered a white-hot stage, and customers are very sensitive to the prices of similar products. Therefore, Qiantang, which directly deals with customers, must collect competitors' products and services through various channels, and immediately feed back the differences with the company to the kitchen department, which should work out reasonable product prices as soon as possible. 4. Customize the menu in the lobby 1. The menu is divided into: (1) A la carte menu. (perennial menu, seasonal menu) (2) banquet menu. Dining with different specifications and grades (3) Instant menu. Seasonal, Instant and Temporary Menus (4) Long Menus. New push price, short-term and trial menu 2. Functions of various menus and coordination of front and back halls.

1 zero menu: the sales menu is a catalogue of goods provided by enterprises, an information promotion tool for consumers, and a means for enterprises to promote sales. (2) Recipe requirements: A, covering a wide range and highlighting key points. B, the menu according to the cooking materials, flavor, cooking methods, gear, etc. (3) The cooperation of the kitchen in the front office: a. The chef gives intensive training to the front office attendants. Knowledge points in the menu: dish name, main ingredients, auxiliary materials, stall cuisine, allusions, taste characteristics, special service methods suitable for the crowd, flavor dishes and gloves. (4) Regular inspection of dishes: determine the date of the month as the inspection day. No exams, no pressure, no memory, no improvement in service skills and knowledge. (5) Forced sales: The chef issues a sales plan, mainly based on the dishes and the number of hastily pushed copies, to avoid the blindness of pushing dishes. (6) Increase the sales of high-profit dishes. In order to increase the hotel's profit, it is necessary to increase the sales of high-profit dishes, at the same time, take into account the low-margin economic dishes, and attract high-priced dishes with low prices to make money. (7) Actively promote dishes: Marketers and waiters actively promote dishes instead of passively accepting customers' orders, so as to be targeted.

Banquet menu: it combines different raw materials, cooking methods, taste characteristics and dishes with different prices according to people's requirements for dinner, and sells them to customers at one price to meet the dietary needs of consumers for dinner, celebrations and other activities. Coordination between the front office and the back kitchen: (1) First, the back kitchen will make the banquet menu after strict cost accounting; No discount, how big the discount space is, subjectively can't break the menu. (2) When making menus in the front hall, you can accurately grasp the raw materials in the kitchen. Disposal of leftovers, leftover raw materials (ribs, brisket), raw materials processed in time (not suitable for long-term storage and urgent pushing), leftover materials of banquets. (3) Instant menu and long menu: seasonal menu, seasonal menu, temporary menu and main menu supplement. Advantages: strong seasonality and timeliness, meeting customers' demands for novelty, novelty and professionalism. Temporary activity menu. Strive to achieve: traditional dishes are reused, seasonal dishes are used in time, innovative dishes are used at intervals, and special dishes are used for a long time.

2. Cooperation and supervision between the front office and the back kitchen.

(1) All kinds of seasonings should be fully prepared, and the kitchen should be prepared before meals. Various dishes: ginger vinegar, sweet noodle sauce, Chili sauce, red oil, aged vinegar, condensed milk, jam, etc. (2) Estimated list: a. Kitchen every morning10; 30pm 16； The estimated list of the day before and after 30; The forecast list must indicate the name (urgent, leading products, counseling products, limited supply, forecast, seafood, seasonal vegetables, etc.). ) and the quantity must be clearly written. B. The contents of the memory evaluation form must be strengthened in the previous regular meeting; C. During the meal, the chef should make a temporary evaluation of the dishes and send them to each floor area in time; D. As a kitchen, try to estimate the dishes as little as possible or not to avoid customers' aversion when ordering. (3) Process of dish delivery: dish delivery is the control of serving time and speed to ensure the quality of dishes, and it is the control of serving time.

Serving time is determined by: ordering time-ordering time-cooking time-serving time. A. Ordering time: subject to the customer's ordering time; It is related to the waiter's familiarity with the dishes and active promotion. B. Ordering time: When the customer orders, the waiter will place the order immediately without delay. Ordered seafood products should be placed immediately and quickly. C. Cooking time: When ordering food, the waiter should know the approximate time required for each dish, but not all dishes that take a long time, such as burning, stewing, steaming and stewing. When ordering, tell the customer that this dish will take a long time, please wait patiently. The kitchen should hurry to cut and cook to ensure faster serving. The waiter should not push the dishes in the kitchen, but write down the menu and give it to the director of the food delivery department to urge the dishes, so that the kitchens can cooperate with each other and speed up the serving. D. Serving time: Limited by the number of food delivery personnel and busy business, the food delivery personnel are not familiar with the environment and table position, so they put it in the wrong place and pressed the wrong table position. Service time is divided into: expected service time and actual service time. Reasonable control of serving speed and natural control of serving time through serving time. For example, in the event of a large banquet, the front office predicts the serving time according to the arrival of customers and the progress of the ceremony, and immediately knows the approximate serving time in the kitchen, and the kitchen can make full preparations according to this time. The front office is responsible for the time and speed of serving. If there are several banquets, they are controlled by several people respectively. The serving time should be staggered as far as possible, and the serving speed should be accelerated appropriately. The general law of serve speed: A. Zero times: The faster the serve speed, the better. B. Banquet: Fast first, then slow down, and it is more appropriate to control it within 30-40 minutes.

C. VIPs or customers with special requirements should strictly control the time and order of serving. D. the lobby is fast and the private room is slow. In the above links, the kitchen and the front hall should maintain close cooperation, the information transmission should be accurate and timely, the mentality should be peaceful, not impatient, and calm. In the monitoring of the kitchen in the front hall, the food delivery department should do the following: a. Don't serve the table if the color is wrong; B, the taste is not correct; C, the weight is more or less not on the table; D, there is a foreign body is not on the table; E, uneven plates, no edges and no seats; F, the plate is broken and can't be served; G, the food is cold and can't be served; H, the wrong clip is not on the table; Me, no order, no seat; J, unsanitary, don't serve.

Analysis and treatment of returning vegetables: There are many reasons for returning vegetables. First, the front office should explain to the customers that the kitchen in the front office should objectively analyze the reasons for returning the dishes, and handle the dishes with poor quality on the principle of fairness, justice and openness.

A, the mall should set up a quality inspection team, composed of administrative director, chef, director and lobby manager.

B, make qualitative analysis on the day of returning vegetables, and punish, remind or enter training for relevant personnel according to the seriousness of the case.

C. The reasons why the waiter in the lobby causes the dishes to be returned are: the menu is wrong, the name of the dishes is wrong, the booth is wrong, the dishes are wrong, and the guests have all tasted them. Anything not specified in the guest's special requirements (spicy, not spicy, with onion, without onion, with plain oil, without meat oil, etc. ), the guest did not inform the kitchen in time for the temporary change of food. The delay of serving time causes the backlog of dishes and affects the quality of dishes. Ordered too many dishes, leading to food withdrawal; Food was returned for other reasons.

D, the reasons for the kitchen to return the food are: not according to the stall ownership, not according to the operation process to return the food; Dishes are unclean or have foreign bodies; Seasoning is not allowed, because it is too salty, too light or has a peculiar smell, bitter taste and burnt taste; Incomplete processing of dishes, serious product errors caused by raw, rotten, immature and unripe dishes, insufficient discount of dishes (especially seafood raw materials), and food rejection caused by using unqualified raw materials such as deterioration and inferior quality to make dishes. E. Establish a rejection menu and publicize it to remind every employee to attach great importance to it.

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