目錄第1章 不起眼的日常管理是基礎1.1.如何開展個人日常工作....................................................................21.1.1.根據工作內容制訂工作計劃...........................................................2某餐飲企業(yè)管理人員工作內容梳理.................................................2餐飲管理人員工作計劃制訂..........................................................31.1.2.工作計劃的基本格式.......................................................................5月工作計劃表模板.......................................................................51.1.3.工作計劃App...................................................................................61.1.4.授權三要素和三大誤區(qū)...................................................................7管理人員將完善會員系統(tǒng)的任務交給領班........................................81.1.5.掌握授權技巧工作更高效...............................................................91.1.6.時刻管理個人工作形象.................................................................12某公司餐飲從業(yè)人員儀容儀表規(guī)定...............................................131.2.有溝通才能協(xié)作工作.......................................................................151.2.1.如何與員工保持溝通.....................................................................15 希望廚師提高出菜速度.............................................................15 餐廳領班與服務人員有矛盾.......................................................17 與采購員交流春筍采購.............................................................191.2.2.常見的溝通障礙有哪些.................................................................20 餐廳進行新菜創(chuàng)意動員.............................................................22員工意見表..............................................................................231.2.3.面對不同溝通對象該怎么做.........................................................24 是否取消商場投屏產生分歧.......................................................241.2.4.懂得傾聽是職場相處的法寶.........................................................27【工作梳理與指導】流程梳理..........................................................................................28按圖索驥..........................................................................................29答疑解惑..........................................................................................29實用模板..........................................................................................30第2章 餐飲采購工作細劃分2.1.采購渠道知多少...............................................................................322.1.1.本地自采........................................................................................322.1.2.網絡采購........................................................................................332.1.3.確定長期合作供應商采購.............................................................35食品購銷合同...........................................................................352.1.4.餐飲企業(yè)招標采購.........................................................................37餐飲食材采購（肉類）招標公告..................................................382.1.5.聯(lián)系農戶直接采購.........................................................................392.1.6.食材集采........................................................................................40 小肥羊統(tǒng)一采購模式.................................................................402.2.餐飲原料的驗收工作.......................................................................422.2.1.分類驗收更有章法.........................................................................42原料分類表..............................................................................42新鮮肉類驗收標準.....................................................................442.2.2.制定驗收要求................................................................................452.2.3.常見的驗收方式有哪些.................................................................482.2.4.填寫驗收報告表.............................................................................49訂購單....................................................................................50驗收單....................................................................................51驗收報告表..............................................................................522.2.5.出現(xiàn)驗收異常及時處理.................................................................52采購驗收異常處理規(guī)定..............................................................532.2.6.按步驟完成退貨.............................................................................55退貨單....................................................................................562.3.好好保存餐飲原料...........................................................................562.3.1.食材儲存管理................................................................................56食材儲存管理辦法.....................................................................572.3.2.定期清潔倉庫................................................................................58庫房食品衛(wèi)生管理制度..............................................................582.3.3.食材發(fā)放要按規(guī)矩來.....................................................................59出庫管理制度...........................................................................592.4.做好采購細節(jié)...................................................................................602.4.1.注意查驗和索取各項票證.............................................................612.4.2.如何選擇供應商.............................................................................622.4.3.預防中飽私囊................................................................................64【工作梳理與指導】流程梳理..........................................................................................65按圖索驥..........................................................................................66答疑解惑..........................................................................................66實用模板..........................................................................................66第3章 樓面管理工作精細又復雜3.1.提供好的服務讓客戶賓至如歸.....................................................683.1.1.樓面工作禮儀要求.........................................................................68樓面禮儀總則...........................................................................68樓面員工禮儀評估表.................................................................703.1.2.特殊顧客特殊對待.........................................................................703.1.3.顧客意見很重要.............................................................................72顧客意見調查問卷..............................................................73用餐意見表..............................................................................753.1.4.客人投訴慎重處理.........................................................................76顧客投訴處理方案.....................................................................783.1.5.引進自助點餐新形式.....................................................................80 支付寶掃碼點單系統(tǒng).................................................................823.2.定時檢查樓面工作...........................................................................883.2.1.營業(yè)前例行檢查.............................................................................88餐廳工作檢查規(guī)范.....................................................................893.2.2.營業(yè)中隨機檢查.............................................................................903.2.3.中午及晚上收尾工作檢查.............................................................91樓面日常檢查表........................................................................923.3.樓面工作中面臨的各種問題..........................................................933.3.1.如何處理顧客醉酒.........................................................................933.3.2.各種意外事件考驗餐飲管理.........................................................94【工作梳理與指導】流程梳理..........................................................................................96按圖索驥..........................................................................................97答疑解惑..........................................................................................97實用模板..........................................................................................97第4章 傳統(tǒng)與現(xiàn)代營銷結合使用4.1.常見的宣傳手段...............................................................................994.1.1.給餐廳打廣告................................................................................99 營養(yǎng)還是蒸的好鎖定受眾群...............................................1014.1.2.打出特色菜品..............................................................................1024.1.3.宣傳服務水準..............................................................................103 提供附加服務提高顧客滿意度..................................................1044.1.4.節(jié)假日促銷..................................................................................106中秋節(jié)促銷活動方案...............................................................1064.1.5.跨界促銷多條路...........................................................................1084.2.互聯(lián)網營銷模式.............................................................................1094.2.1.認識O2O平臺............................................................................109 餐飲店入駐美團外賣...............................................................1114.2.2.大數(shù)據營銷方式有哪些...............................................................114 餐飲店的用戶畫像..................................................................115 漢堡店的營銷策略..................................................................1174.2.3.微博營銷技巧..............................................................................1174.2.4.微信營銷......................................................................................1224.3.策劃餐飲促銷活動.........................................................................1244.3.1.選擇促銷方式..............................................................................1244.3.2.促銷活動總結..............................................................................125促銷活動總結.........................................................................125【工作梳理與指導】流程梳理........................................................................................127按圖索驥........................................................................................128答疑解惑........................................................................................128實用模板........................................................................................129第5章 加強各項廚房事務管理5.1.廚房員工安全第一.........................................................................1315.1.1.規(guī)定廚房人員責任.......................................................................131廚房相關人員基本職責............................................................1315.1.2.廚房安全管理..............................................................................132后廚安全管理制度...................................................................1325.1.3.預防各種事故傷害.......................................................................1345.2.一步一步生產菜品.........................................................................1375.2.1.菜品生產的基本流程...................................................................1375.2.2.菜品切配質量標準.......................................................................139餐廳菜品切配質量標準............................................................1395.2.3.打荷環(huán)節(jié)不要忽略.......................................................................1425.2.4.菜品質量標準有哪些...................................................................143中餐菜品質量標準...................................................................1445.2.5.檢查菜品加工環(huán)節(jié).......................................................................1465.3.有創(chuàng)新才有發(fā)展.............................................................................1475.3.1.激勵廚師進行菜品創(chuàng)新...............................................................147餐廳廚房菜品創(chuàng)新與激勵辦法...................................................1485.3.2.按規(guī)定申報創(chuàng)新菜品...................................................................150新菜品申報表.........................................................................1515.3.3.創(chuàng)新菜品評定標準.......................................................................152【工作梳理與指導】流程梳理........................................................................................154按圖索驥........................................................................................155答疑解惑........................................................................................155實用模板........................................................................................155第6章 財務收支不能出錯6.1.減少成本才能開源節(jié)流................................................................1576.1.1.明白餐飲成本有哪些...................................................................1576.1.2.控制人工成本..............................................................................1586.1.3.水電煤氣支出不容小覷...............................................................1606.1.4.維護保養(yǎng)各項設備.......................................................................161餐廳電器設備保養(yǎng)注意事項......................................................161設備日常維護計劃表...............................................................163設備檢查責任表......................................................................1636.2.不要小瞧收銀工作.........................................................................1646.2.1.明確收銀員的責任.......................................................................1646.2.2.結賬工作流程..............................................................................1666.3.各項餐飲費用的管理.....................................................................1676.3.1.留足備用金以備不時之需...........................................................1676.3.2.核查每日營業(yè)收入.......................................................................168餐廳營業(yè)收入日統(tǒng)計表............................................................1696.3.3.各項費用報銷流程.......................................................................169餐廳各項費用報銷規(guī)定............................................................1706.3.4.應收賬款及時追討.......................................................................171應收賬款催款函......................................................................173【工作梳理與指導】流程梳理........................................................................................174按圖索驥........................................................................................175答疑解惑........................................................................................175實用模板........................................................................................175第7章 做好餐飲營運與衛(wèi)生管理7.1.安全乃營運第一要緊事................................................................1777.1.1.消防安全不能亮紅燈...................................................................1777.1.2.煤氣使用要規(guī)范...........................................................................179液化氣安全使用管理規(guī)定.........................................................1797.1.3.小偷小摸損失不小.......................................................................180 門店簡陋防盜措施引來小偷.....................................................1807.1.4.停電讓安全隱患變大...................................................................1827.1.5.顧客丟失財物不能推卸責任.......................................................183顧客遺失物品移交保存規(guī)定......................................................1847.2.食品安全影響重大.........................................................................1857.2.1.餐具清洗要仔細...........................................................................1857.2.2.各項設備衛(wèi)生管理標準...............................................................1877.2.3.食品衛(wèi)生的基本要求...................................................................189餐飲服務食品安全監(jiān)督管理辦法................................................1907.2.4.保證采購環(huán)節(jié)的原料衛(wèi)生...........................................................1927.3.如何處理食物不良反應................................................................1937.3.1.培訓員工食物中毒有關知識.......................................................1947.3.2.懂得預防各類食物中毒...............................................................1967.3.3.提醒顧客常見過敏原...................................................................1997.3.4.食物過敏的常見反應...................................................................2017.4.工作人員健康檢查.........................................................................2027.4.1.招聘員工要求健康檢查...............................................................2027.4.2.定期進行員工體檢.......................................................................203從業(yè)人員健康及衛(wèi)生管理制度...................................................203從業(yè)人員健康管理檔案表.........................................................2047.4.3.員工衛(wèi)生意識培養(yǎng).......................................................................205從業(yè)人員食品安全知識培訓制度................................................205餐廳員工衛(wèi)生知識培訓試題......................................................2077.5.其他衛(wèi)生問題解決與防治............................................................2097.5.1.餐飲垃圾處理..............................................................................2097.5.2.防治蟲鼠、蒼蠅、蟑螂...............................................................2117.5.3.制定衛(wèi)生檢查標準.......................................................................213餐廳衛(wèi)生檢查標準...................................................................213餐廳衛(wèi)生檢查考核表...............................................................214【工作梳理與指導】流程梳理........................................................................................216按圖索驥........................................................................................217答疑解惑........................................................................................217實用模板........................................................................................218試題答案........................................................................................218