餐饮管理概述.ppt

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1、GOOD MORNING！,WELCOME TO OUR TRAINING TODAY！,欢迎参加今天的培训,http:/笔趣阁,饭店管理培训HOTEL MANAGEMENT TRAINING,餐饮管理概述FOOD&BEVERAGE MANAGEMENT SUMMARIZE,培训纲要 TRAINING OUTLINE,l 餐饮部的构架/职位介绍/职位工作职责 l 餐饮促销活动计划及实施 l 菜单及酒水单导向和全面控制l 服务质量管理/服务程序 l 宴会的运作 l 客人投诉的处理和控制 l 厨房管理及菜品质量监督和控制l 培训计划及考核控制 l 餐饮部成本控制l 经营分析报告和预算和预测,培训时

2、间共6小时,餐饮部的构架 F&B DEPARTMENT CONFIGURATION,餐饮部办公室 F&B ADMINSTRATION OFFICE各餐厅运营部 F&B OUTLET酒水部 BEVERAGE宴会运作服务部 BANQUET OPERATION宴会销售部 CATERING SALES各餐厅厨房及宴会厨房 OUTLET KITCHENS AND BANQUET KITCHEN管事部 STEWARDING,ARTHUR TRAINING WORKSHOP,餐饮部管理组织结构图F&B MANAGEMENT ORGANIZATION CHART,餐饮总监 F&B DIRECTOR,餐饮经理,

3、餐厅经理,宴会经理,行政总厨,餐厅领班,酒水经理,酒吧领班,宴会领班,行政助理,行政副总厨,中餐厨师长,宴会销售经理,销售代表,厨房领班,西餐厨师长,宴会厨师长,管事部经理,厨房领班,厨房领班,管事部领班,餐饮各部职位介绍JOB RESPONSIBILITY INTRODUCTION,ARTHUR TRAINING WORKSHOP,餐饮总监 F&B DIRECTOR,餐饮总监负责整个餐饮部正常/有效的日常运作。确保对客服务及食物出品符合酒店的标准并力争满足及超越客人期望。树立部门奋斗目标，包括客人满意率，财务报告，员工培训及鼓舞员工工作士气等。,餐饮经理 F&B MANAGER,协调餐饮部各

4、部门的运作，协助餐饮总监制定餐厅及酒吧的预算，保证餐饮部所有员工给客人提供优质的服务。在餐饮部总监及餐厅经理中提供良好的沟通桥梁作用。,餐饮行政助理 EXECUTIVE ASSISTANT TO F&B,为向餐饮部总监提供职业化及高效率的文书和翻译工作。胜任该职位需要在英语、行政管理、电脑及写作等各方面具备娴熟的技能并兼有高水准的个人展示能力和沟通水平。负责餐饮行政办的组织并在餐饮总监不在时担当起领导联络员。,ARTHUR TRAINING WORKSHOP,行政总厨 EXECUTIVE CHEF,行政总厨的职责是负责所有厨房的运作，确保所有食品按照酒店的高标准，高质量出品。饭店内食品，成品或

5、半成品保持一贯质量、口味及外观。在预算范围内提供高质量食品并保证利润。计划出品并管理、协调主厨、厨师及其他厨房员工的工作。同时也要关注竞争对手的食品、价格及质量。协助餐饮总监的日常运作，在需要时，担当其职责。,餐厅厨师长 KITCHEN MANAGER,承担起行政总厨赋予的某一个厨房的工作职责。同时也要负责员工岗上培。协助行政总厨完成所有与厨房相关的工作。控制、监测并领导整个厨房的运作，协助行政总厨负责每天厨房的运作。,管事部经理 CHIEF STEWARD,负责餐饮部所有餐厅及厨房的卫生。一定要超越本地的标准，为准备及服务提供清洁、安全的工作区域。另一个工作职责是制定预算，维护所有厨房及服务

6、设备的安全。这个职责直接影响部门的利润，因此必须高标准的控制及关注。与餐饮总监及行政总厨保持沟通。,ARTHUR TRAINING WORKSHOP,ARTHUR TRAINING WORKSHOP,宴会经理 BANQUET MANAGER,确保宴会的顺利运作和圆满成功，并超越客人的期望。根据标准与程序将餐厅作为生意单位来经营。作为宴会经理应不断提高、完善管理技能，以实现本部门在客人满意率、利润收入指标、提高员工士气等方面目标。,餐厅经理 OUTLET MANAGER,确保餐厅、酒吧的顺利运作，并超越客人的期望。根据标准与程序将餐厅作为生意单位来经营。作为餐厅经理应不断提高、完善管理技能，以实

7、现本部门在客人满意率、利润收入指标、提高员工士气等方面目标。,宴会销售经理 CATERING MANAGER,推销和预定饭店餐饮宴会和会议的各项服务设施及功能，合理计划和安排会议及宴会的服务和准备，与宴会经理和厨房保持密切沟通，确保宴会客人的满意和得到客人的意见，反馈给运作各部门。,职位工作职责描述JOB DESCRIPTION,包括岗位概述，职责义务，专业知识技能，教育，经验 等。INCLUDING JOB SUMMARY，DUTIES&RESPONSIBILITIES，JOB KNOWLEDGE/SKILL，EDUCATION，EXPERIENCE。各项工作细节描述JOB DETAILS

8、AND DESCRIPTION需沟通的相关部门及内容COMMUNICATION WITH AND DETAILS,ARTHUR TRAINING WORKSHOP,举例FOR EXAMPLE,例一：职位工作职责描述-餐饮部总监EXAMPLE ONE：JOB DESCRIPTION F&B DIRECTOR,职位工作职责描述JOB DESCRIPTION,例二：职位工作职责描述-餐饮部实习生EXAMPLE TWO：JOB DESCRIPTION F&B TRAINEE,ARTHUR TRAINING WORKSHOP,市场与促销MARKETING AND PROMOTION,餐饮促销活动计划及实

9、施PROMOTION ACTIVITIES PLAN&ACTUALIZE,店内促销活动IN HOUSE PROMOTION店外促销活动OUTSIDE PROMOTION,ARTHUR TRAINING WORKSHOP,促销活动的原则PRINCIPLE FOR PROMOTION,话题性 TOPIC AND NEWS新潮性 FASHIONABLE AND MODERNITY新奇性，戏剧性 ORIGINALITY AND HISTRIONIC 即兴性，非日常性 IMPROVISATION AND NOT DAILY单纯性 SIMPLEX AND FOCUSED参与性 MORE PARTICIPA

10、NT,ARTHUR TRAINING WORKSHOP,店内促销的形式IN-HOUSE PROMOTION STYLES,会员俱乐部促销 CLUB MEMBER PROMOTION中西方节日促销 EAST AND WEST FEAST DAYS PROMOTION内部宣传品促销 IN HOTEL PRINTINGS AND ADVERTIZEMENT 各国美食节促销 NATIONAL AND AREAL DELICIOUS PROMOTION周年纪念日促销 ANNIVERSARY AND REWARDS FOR HOTEL 针对性活动促销 POINT TO CHILDREN AND FAMIL

11、Y,娱乐活动，比赛，表演，技能作秀，抽奖等辅助促销形式ENTERTAINMENT ACTIVITIES，GAMES，PERFORMACE，SKILLS SHOW，LUCK DRAW TO ASSISTANT THE PROMOTION,ARTHUR TRAINING WORKSHOP,外界合作促销 OUTSIDE COOPERATIONAL PROMOTION*与娱乐和高尔夫单位 WITH ENTERTAINMENT INDUSTRY AND GOLF-COURSE*与商业单位 WITH COMMERCIAL COMPANY*与旅行社 WITH TRAVEL AGENCY外卖活动促销*国内外大

12、公司派对 DOMESTIC AND OVERSEA FAMOUS COMPANIES PARTY*大型活动场所 LARGE-SCALE ACTIVITIES AREA*高级私家酒会 HIGH-CLASS PERSONAL COCKTAIL PARTY社会援助促销*养老院和儿童福利院 BEADHOUSE AND ORPHANAGE*政府举办的福利活动 WELFARE ACTIVITIES BE ORGANIZED BY GOVERMENT,店外促销的形式OUTSIDE PROMOTION STYLES,ARTHUR TRAINING WORKSHOP,餐饮促销计划及实施 F&B PROMOTIO

13、N PLAN AND ACTUALIZATION,定期促销计划 PERIODICAL PROMOTION PLAN*年度计划 YEARLY PLAN*月度计划 MONTHLY PLAN促销行动计划 PROMOTION ACTION PLAN促销行动检查表 ACTION CHECK LIST促销利润损失报告 PROMOTION P&L REPORT,ARTHUR TRAINING WORKSHOP,菜单及酒水单导向和全面控制MENU AND DRINK LIST ORIENTATION AND COMPREHENSIVE CONTROL,菜单反映了餐厅的经营方针 THE REFLECTION O

14、F MENU IS THE PROSECUTION GUIDELINE FOR RESTAURANT菜单标志着该餐厅产品的特色和水准 THE INDICATION OF MENU IS FEATURE AND STANDARD FOR PRODUCTS OF RESTAURANT菜单是沟通消费者与接待者之间的渠道 MENU IS THE COMMUNICATION CHANNEL FOR CUSTOMERS AND SERVICE STAFF菜单是菜肴研究的资料 MENU IS THE DATA FOR DISHES INVESTIGATION菜单既是艺术品又是宣传品 MENU ISNT ON

15、LY ARTWORK BUT IS PROPAGANDIST,ARTHUR TRAINING WORKSHOP,菜单的作用 MENU FUNCTION,菜单筹划 MENU DESIGN,以客人的需要为导向 THE GUEST NEEDS ORIENTATION 要能体现餐厅的特色具有竞争力 TO SHOW THE FEATURE OF RESTAURANT,BE COMPETITIVE要善变并适应饮食新形势 TO BE CAPRICIOUS AND ACCLIMATIZING DIETETIC TO THE NEW POSTURE要讲究艺术美 TO BE CULTURED ON ART AES

16、THETICS,ARTHUR TRAINING WORKSHOP,菜单的种类 MENU CATEGORIES,中式菜单 CHINESE FOOD MENU西式菜单 WESTEN FOOD MENU送餐菜单 ROOM SERVICE MENU特色风味菜单 SPECIAL FOOD MENU套式菜单 SET MENU宴会菜单 BANQUET MENU,ARTHUR TRAINING WORKSHOP,定价的原则 PRINCIPLE OF PRICE ENACTMENT,价格反映产品的价值THE PRICE REFLECT THE VALUE OF PRODUCT价格必须适应市场的需求，反映客人的满

17、意程度THE SHOULD ADAPT THE MARKET NEEDS,REFLECTING THE CUSTOMERS SATISFACTION制定价格既要相对灵活又要相对稳定COMPARATIVELY FLEXIBLE AS WELL AS STABILIZATION FOR PRICE ENACTMENT制定价格要接受物价部门的指导PRICE ENACTMENT NEED ACCORDING TO THE OFFICE PRICE STABILIZATIONS DIRECTION,定价策略THE STRATEGY OF PRICE ENACTMENT,以成本为中心FOCUS ON TH

18、E COST以需求为中心FOCUS ON THE MARKET NEEDS以竞争为中心FOCUS ON THE MARKET COMPETITION,ARTHUR TRAINING WORKSHOP,定价方法THE METHODS OF PRICE ENACTMENT,“随行就市”法系数定价法 食品销售价格=成本/食品成本率毛利率法食品销售价格=食品成本/（1 内扣毛利率）主要成本率法食品销售价格=（食品原料成本+直接人工成本）/(1-(非原料和直接人工成本率）本，量，利综合分析法,ARTHUR TRAINING WORKSHOP,菜单的制作MENU MAKING AND PRINTING,制

19、作的要求 REQUIREMENT菜单形式多样化 MENU FORMAT DIVERSIFICATION菜单的变化更新 MENU PRESENT RENEWAL菜单的广告和推销作用 ADVERTISEMENT AND UP-SELLING FUNCTION设计菜单的注意事项 MENU PRINTING REMARK规格和字体 SIZE AND FONT菜品取名 DISHES NAME其它注意事项 OTHERS,ARTHUR TRAINING WORKSHOP,服务管理/服务程序SERVICE MANAGEMENT AND PROCEDURE,服务管理/服务程序,服务运作流程服务标准分解服务检查表

20、客人意见反馈分析表培训考核报告,ARTHUR TRAINING WORKSHOP,服务质量SERVICE QUALITY,关键时刻MOMENTS OF TRUTH,每一次和客人的接触是关键时刻EACH CUSTOMER CONTACT IS CALLED A MOMENT OF TRUTH.每一次和客人的接触时你都可以选择让他们满意和不满意YOU HAVE THE ABILITY TO EITHER SATISFY OR DISSATISFY THEM WHEN YOU CONTACT THEM.服务补救可以让不满意的客人满意并使客人又忠实感A SERVICE RECOVERY IS SATI

21、SFYING A PREVIOUSLY DISSATISFIED CUSTOMER AND MAKING THEM A LOYAL CUSTOMER.,ARTHUR TRAINING WORKSHOP,服务质量的尺度DIMENSIONS OF SERVICE QUALITY,可靠的：正确可靠的完成服务承诺RELIABILITY:PERFORM PROMISED SERVICE DEPENDABLY AND ACCURATELY.EXAMPLE:RECEIVE MAIL AT SAME TIME EACH DAY.敏感的:自发迅速的帮助客人RESPONSIVENESS:WILLINGNESS T

22、O HELP CUSTOMERS PROMPTLY.EXAMPLE:AVOID KEEPING CUSTOMERS WAITING FOR NO APPARENT REASON.,ARTHUR TRAINING WORKSHOP,服务质量的尺度DIMENSIONS OF SERVICE QUALITY,确信的：能够传达信任和自信ASSURANCE:ABILITY TO CONVEY TRUST AND CONFIDENCE.EXAMPLE:BEING POLITE AND SHOWING RESPECT FOR CUSTOMER.亲和力：让客人又亲切感，平易近人EMPATHY:ABILITY

23、TO BE APPROACHABLE.EXAMPLE:BEING A GOOD LISTENER.切实的：自然，熟练，快捷的服务TANGIBLES:PHYSICAL FACILITIES AND FACILITATING GOODS.EXAMPLE:CLEANLINESS.,ARTHUR TRAINING WORKSHOP,服务质量的感知PERCEIVED SERVICE QUALITY,言传的Word of mouth,个人需求Personal needs,经历的Past experience,期望的服务Expected service,感知的服务Perceived service,服务质量

24、尺度Service Quality Dimensions可靠的Reliability敏感的Responsiveness确信的Assurance亲和力Empathy切实的Tangibles,服务质量评估 Service Quality Assessment1.超越期望 喜出望外 Expectations exceeded ESPS(Unacceptable quality),ARTHUR TRAINING WORKSHOP,服务质量中的差距GAPS IN SERVICE QUALITY,期望的服务Expected service,外部对客沟通External communications to

25、consumers,感知的服务Perceived service,服务传递Service delivery(including pre-and post-contacts),翻译理解到服务规范中Translation of perceptions intoservice quality specifications,管理层理解的顾客期望Management perceptions of consumer expectations,差距5GAP 5,差距3GAP 3,差距2GAP 2,差距1GAP 1,差距4GAP 4,顾客Customer,服务者Provider,ARTHUR TRAINING

26、 WORKSHOP,言传的Word of mouth,个人需求Personal needs,经历的Past experience,表达不满EXPRESSING DISSATISFACTION,不满产生Dissatisfaction occurs,行动Action,没有行动No Action,公开行动Public Action,私下行动Private Action,向公司寻求解决Seek redress directly from the firm,提出诉讼Take legal action,投诉有关部门Complaint to business,private,or governmental

27、agencies,不再光临Stop buying the product or boycott the seller,警告朋友有关我们的服务Warn friends about the productand/or seller,ARTHUR TRAINING WORKSHOP,客人的反馈和言传CUSTOMER FEEDBACK AND WORD-OF-MOUTH,对饭店来说只能听到平均4%不满的客人的投诉，96%的客人不会打扰我们，其中25%的客人存在着严重问题。THE AVERAGE BUSINESS ONLY HEARS FROM 4%OF THEIR CUSTOMERS WHO ARE

28、DISSATISFIED WITH THEIR PRODUCTS OR SERVICES.OF THE 96%WHO DO NOT BOTHER TO COMPLAIN,25%OF THEM HAVE SERIOUS PROBLEMS.4%的投诉客人比96%不投诉的客人更愿意留下来。THE 4%COMPLAINERS ARE MORE LIKELY TO STAY WITH THE SUPPLIER THAN ARE THE 96%NON-COMPLAINERS.60%的投诉客人会留下来如果他们的问题被解决，那么95%的投诉客人会留下来如果他们的问题被快速解决。ABOUT 60%OF THE

29、COMPLAINERS WOULD STAY AS CUSTOMERS IF THEIR PROBLEM WAS RESOLVED AND 95%WOULD STAY IF THE PROBLEM WAS RESOLVED QUICKLY.不满意的客人会告诉10到20人有关他们的经历和问题。A DISSATISFIED CUSTOMER WILL TELL BETWEEN 10 AND 20 OTHER PEOPLE ABOUT THEIR PROBLEM.一个得到饭店满意解决问题的客人会平均告诉5个人。A CUSTOMER WHO HAS HAD A PROBLEM RESOLVED BY

30、A COMPANY WILL TELL ABOUT 5 PEOPLE ABOUT THEIR SITUATION.,ARTHUR TRAINING WORKSHOP,不满的程度和言传的人数NUMBER OF PEOPLE TOLD BASED ON LEVEL OF DISSATISFACTION,ARTHUR TRAINING WORKSHOP,不满程度的行动比率ACTION TAKEN BASED ON LEVEL OF DISSATISFACTION,ARTHUR TRAINING WORKSHOP,告诉朋友投诉不再光临劝阻被人诉讼,宴会的运作BANQUET OPERATION,宴会的运

31、作BANQUET OPERATION,饭店宴会的种类中西餐宴会鸡尾酒会冷餐会大型会议新闻发布会大型文艺演出婚宴外卖,ARTHUR TRAINING WORKSHOP,宴会预定安排,预定方式私人或企业有专人组织者来面洽电话预订信函，传真预定协议客户预订政府有关部门的指令性预定,ARTHUR TRAINING WORKSHOP,宴会标准系统,各种宴会消费起点标准不同价位标准菜单及酒单不同标准宴会，可提供的配套服务项目和规格不同宴会场地布置，装饰，台型实例图宴会主要菜点和名酒的介绍及实物照片宴会预定金的收取标准提前,推迟,取消预定的有关规定,ARTHUR TRAINING WORKSHOP,宴会部常

32、用表格,宴会预定单宴会编排通知单运作安排单,ARTHUR TRAINING WORKSHOP,宴会的活动计划BANQUET OPERATIONAL FLOW,ARTHUR TRAINING WORKSHOP,受理预定RESERVATION,计划组织PLANING ORGANIZATION,执行准备PREPARATION,全面检查DOUBLE CHECK,宴前接待RECEPTION,开宴服务SERVICE OPERATION,结账送客BILLING,整理结束CLEAN UP CLOSING,A,支持部门SUPPORT TEAM,B,C,D,E,宴会销售部CATERING,厨房 KITCHEN,管

33、事部 STEWARDING,工程部ENGINEERING,财务部FINANCE,保安部SECURITY,公卫部PA,F,G,A,A,B,C,D,A,G,C,D,F,A,F,A,B,C,F,A,E,C,B,D,G,宴会台型种类BANQUET SET UP VARIETY,ARTHUR TRAINING WORKSHOP,课桌式CLASSROOM,U型台 U SHAPE,椭圆型台ELLIPSE SHAPE,歌剧式THEATER,会议型 FOR MEETING,宴会台型种类BANQUET SET UP VARIETY,用餐型 FOR DINING,西餐WESTERN BANQUET,中餐CHINES

34、E BANQUET,ARTHUR TRAINING WORKSHOP,客人投诉的处理和控制GUEST COMPLAIN HANDLE,客人投诉的处理和控制,造成客人投诉的原因处理客人投诉的技巧如何降低客人投诉,ARTHUR TRAINING WORKSHOP,造成客人投诉的原因,对软件的投诉服务质量和效率服务员的态度服务程序产品质量对硬件的投诉设施设备环境条件噪音,ARTHUR TRAINING WORKSHOP,处理客人投诉的技巧,表示理解感受道歉急迫感一步到位补偿跟进调查,ARTHUR TRAINING WORKSHOP,如何降低客人投诉,认知预见灵活补救技能培训奖罚制度,ARTHUR T

35、RAINING WORKSHOP,厨房管理及菜品质量监督和控制KITCHEN MANAGEMENT AND FOOD QUALITY CHECK AND CONTAROL,厨房管理及菜品质量监督和控制KITCHEN MANAGEMENT AND FOOD QUALITY CHECK AND CONTAROL,组织结构与岗位职责ORGANIZATION CHART AND JOB RESPONSIBILITY厨房布局与生产流程控制KITCHEN LAYOUT AND PRODUCTION FLOW CONTROL食品卫生与厨房安全FOOD HYGIENE AND KITCHEN SECURITY

36、,ARTHUR TRAINING WORKSHOP,大型厨房组织结构,ARTHUR TRAINING WORKSHOP,行政总厨EXECUTIVE CHEF,中餐总厨CHINESE CHEF,西餐总厨WESTERN CHEF,A 厨房厨师长A KITCHEN CHEF,B 厨房厨师长B KITCHEN CHEF,C 厨房厨师长C KITCHEN CHEF,F 厨房厨师长F KITCHEN CHEF,D 厨房厨师长D KITCHEN CHEF,E 厨房厨师长E KITCHEN CHEF,中餐厨房机构图,ARTHUR TRAINING WORKSHOP,中餐总厨CHINESE CHEF,中餐副厨S

37、OUS CHEF,加工组PROCESSING领班DEMI CHEF,案板组CHOPPING BOARD领班DEMI CHEF,炉灶组WOK TEAM领班DEMI CHEF,冷拼组COLD DISH领班DEMI CHEF,点心组DIM SUM领班DEMI CHEF,ARTHUR TRAINING WORKSHOP,西餐厨房机构图,西餐总厨WESTERN CHEF,西餐副厨SOUS CHEF,热厨房HOT KITCHEN领班DEMI CHEF,冷厨房COLD KITCHEN领班DEMI CHEF,宴会组BANQUETKITCHEN领班DEMI CHEF,饼房BAKERYPASTRY领班DEMI C

38、HEF,加工组PROCESSING领班DEMI CHEF,厨房各岗位职责KITCHEN POSITION RESPONSIBILITY,行政总厨 EXECUTIVE CHEF厨师长 KITCHEN MANAGER领班 DEMI CHEF厨师 COOK,ARTHUR TRAINING WORKSHOP,中餐厨房,西餐厨房,西饼厨房,职位 POSITION,COMMIS 1,COMMIS 2,COMMIS 3,岗位职责内容POSITION RESPONSIBILITY ITEMS,行政总厨,中餐厨师长,西餐厨师长,饼房厨师长,厨房领班,一级厨师,二级厨师,三级厨师,实习厨师,与各部门的沟通,与采购

39、部 共同商量制定采购规格和库存量 每日采购要求 大型宴会活动采购计划餐厅部门 每日菜品状况沟通 各种食品促销活动 客人对菜品意见反馈,ARTHUR TRAINING WORKSHOP,与各部门的沟通,宴会部 宴会信息沟通 用餐形式及菜单沟通管事部 器具厨具设备准备 卫生清洁安排沟通,ARTHUR TRAINING WORKSHOP,厨房布局,影响布局的因素厨房布局的实施目标厨房的整体布局厨房作业区和工作岗位的布局其他布局,ARTHUR TRAINING WORKSHOP,生产流程控制,制定控制标准标准菜谱标量菜单生产规格控制过程加工过程的控制配份过程的控制烹调过程的控制控制方法程序控制法责任控

40、制法重点控制法,ARTHUR TRAINING WORKSHOP,食品卫生的控制,厨房环境的卫生控制原料的卫生控制生产过程的卫生控制生产人员的卫生控制,ARTHUR TRAINING WORKSHOP,厨房环境的卫生控制,厨房环境卫生包括-地面,墙壁,顶部,风口,灶具,工作台等卫生区分配与责任人卫生检查表与奖罚制度餐饮部卫生检查安排整改行动计划,ARTHUR TRAINING WORKSHOP,原料的卫生控制,原料的清洗去除食品原料上的污物,农药,肥料,细菌,寄生虫,昆虫,化学原料或其他附杂物 原料粗加工卫生控制原料的存放,加盖,ARTHUR TRAINING WORKSHOP,生产过程的卫生

41、控制,加工和烹饪过程中使用的器具和净布的消毒解冻食物的注意事项配制食品的盛器要清洁并是专用的烹调加热食品时要充分杀灭细菌，要考虑原料内部达到的安全温度冷菜的加工要生熟分开，使用专用器具,ARTHUR TRAINING WORKSHOP,解冻食物的注意事项,解冻食物要迅速，尽量缩短解冻时间解冻中要防止受到污染，各类食品要分开解冻流水解冻水温应控制在22度以下，自然解冻的温度应控制在8度左右切忌将食物放置在自然温度下过夜来解冻已解冻的食品应及时加工，不能再解冻,ARTHUR TRAINING WORKSHOP,生产人员的卫生控制,双手洗涤,消毒,修剪指甲口罩,手套,工作帽,制服不得抽烟,咀嚼口香糖

42、不可戴戒指,手表带有传染性疾病不得从事食品烹调定期健康检,ARTHUR TRAINING WORKSHOP,厨房的安全,食物安全细菌性食物中毒的预防化学性食物中毒的预防有毒食物中毒的预防操作安全割伤 跌伤 扭伤 烫伤 电击伤 火灾,ARTHUR TRAINING WORKSHOP,培训计划及考核控制TRAINING PLAN AND RESULT CONTROL,培训计划的制定TRAINING PLAN ESTABLISHMENT,如何找到培训需求HOW TO FIND THE TRAINING NEEDS培训目标TRAINING OBJECTIVE培训准备TRAINING PREPARATI

43、ON技巧培训与知识培训SKILL TRAINING AND KNOWLEDGE TRAINING复习与考核REVIEW AND TEST EVALUATION,ARTHUR TRAINING WORKSHOP,培训的形式TRAINING MODALITY,岗上培训ON THE JOB TRAINING课堂知识培训CLASSROOM KNOWLEDGE TRAINING新员工入职培训NEW STAFF ORIENTATION交叉培训CROSS TRAINING,ARTHUR TRAINING WORKSHOP,考核方式MODE OF TRAINING RESULT TEST,书面知识考核WRIT

44、EN KNOWLEDGE TEST操作程序考核OPERATION PROCEDURE TEST服务技巧考核SERVICE SKILLS TEST实战运用考核ACTUAL COMBAT CHECK,ARTHUR TRAINING WORKSHOP,餐饮部成本控制COST CONTROLLING F&B,餐饮部成本控制COST CONTROLLING F&B,成本分析COST ANALYSIS 财务报表P&LPROFIT AND LOSS盘点运作及分析INVENTORY OPERATION,ARTHUR TRAINING WORKSHOP,成本分析COST ANALYSIS,人力 MANPOWER

45、能源 ENERGY SOURCES物耗 OPERATIONAL USE食品及酒水 FOOD AND BEVERAGE固定资产 CAPITAL ASSERTS营业税 SALES TAX促销和广告 PROMOTION AND ADVERTISEMENT运输交通 TRANSPORTATION,ARTHUR TRAINING WORKSHOP,利润=营业额-成本,财务报表P&LPROFIT AND LOSS,月度，年度损益表MONTHLY AND YEARLY P&L大型活动损益表PROMOTION P&L,ARTHUR TRAINING WORKSHOP,月度损益表MONTHLY P&L,年度损益表

46、YEARLY P&L,大型活动损益表PROMOTION P&L,盘点运作及分析INVENTORY OPERATION AND ANALYSIS,实际盘点数库房领取数丢失数破损数借出，借进数单价品号尺寸,盘点表,月度盘点的内容MONTHLY INVENTORY ITEMS,食品及酒水FOOD AND BEVERAGE布草 LINEN餐具及厨房用具 CUTLERY,CHINAWARE,GLASSWARE AND KITCHEN UTENSILS固定资产 CAPITAL ASSERTS,ARTHUR TRAINING WORKSHOP,食品及酒水盘点FOOD AND BEVERAGE INVENTO

47、RY,酒水日盘点报表 BEVERAGE DAILY INVENTORY由餐厅酒水员负责，餐厅主管负责检查，财务部抽查整瓶酒水盘点和开瓶酒水盘点与每日销量和领取量的核对酒水月综合盘点报表 BEVERAGE MONTHLY INVENTORY由酒水主管和财务部共同盘点食品原料及酱料盘点纪录 FOOD RAW MATERIAL AND CONDIMENTS,ARTHUR TRAINING WORKSHOP,经营分析报告和预算和预测REVENUE FORECAST BUDGET,ARTHUR TRAINING WORKSHOP,经营分析BUSINESS ANALYSIS,经营分析的目的,Purpose

48、:识别在众多的竞争对手中我们所在的位置。Identify where the business stands in relation to rivals,etc.收集信息和有用的数据来帮助我没完成经营决策。Collect and use data to inform business decision making识别出我们在经营中的优势和劣势。Identify strengths and weaknesses in the business使用信息去帮助我们完成战略计划。Use information to inform strategic planning,ARTHUR TRAINING

49、WORKSHOP,收集方法COLLECTION METHOD,Collection of data from a range of sources:市场调查Market research过去的销售数据Past sales data市场增长数据Market growth data专家分析数据Specialist analyst data,ARTHUR TRAINING WORKSHOP,数据,ARTHUR TRAINING WORKSHOP,收集分析陈述使用局限,分析ANALYSIS,趋势分析 Trends增长比率 Growth rates与计划同比 Nominal平均值 AverageMean

50、MedianMode差异 VarianceStandard deviationRange时间数列分析 Time series analysis分类图表 Scatter graphs相关性 Correlation,ARTHUR TRAINING WORKSHOP,S=,(xi x)2,n,趋势TRENDS,在数据中寻找模块LOOKING FOR PATTERNS IN DATA COLLECTIONS 分析周期频率和稳定性的趋势FREQUENCY AND RELIABILITY OF TRENDS外界因素的影响。例，季节气候变化，无频率事件，循环规律。IMPACT OF EXTERNAL FAC