I, the basis of quality control of food service
To carry out effective quality control of food service, there must be three basic conditions.
(a) must establish the service protocol
(b) must collect quality information
Restaurant managers should know how the results of the service, i.e., whether guests are satisfied, so as to take measures to improve the service, improve the quality of the measures; should be based on the objectives of the catering service and the service protocols, through inspections, quantitative sampling, statistical reports, listening to customers to collect Service quality information.
(C) must grasp the staff training
Competition between enterprises in the quality of service is mainly a competition for talent, staff quality competition. It is difficult to imagine that there is no well-trained staff can have high-quality service. Therefore, before the new employees on the job, must carry out strict training in basic skills and business knowledge training, do not allow people without vocational and technical training, did not obtain certain qualifications on the job operation. In-service employees must also take advantage of off-season and free time for training in order to improve business skills and enrich business knowledge.
1. courtesy and politeness
2. service attitude
In the restaurant work, to reflect a good service attitude should do the following:
(1) Smile, greetings, and it is best to repeat the name of the guest.
(2) Take the initiative to approach the guests, but keep a proper distance.
(3) Be subtle, calm, and not pushy under any circumstances.
(4) When encountering guest complaints, listen with an open mind. It is best to ask them to fill out a guest opinion form. If it turns out that the service staff is wrong, you should immediately apologize to the guests and correct the situation.
(5) in the event of guests put forward unreasonable requirements or guests wrong, only to explain to the guests to understand, shall not require guests to admit fault, insist on the embodiment of "guests are always right".
(6) Understand the different psychological characteristics of people from all walks of life, and provide targeted services.
(7) We make it easy for our guests to get the most out of their stay at the hotel, and we work on the details of the service to make them feel that the service is thoughtful.
Hilton Hotels Associates founder Mr. Hilton's three rules of governance - diligence, self-confidence; smile in the service attitude is very important. And the world-famous McDonald's fast-food associates of Mr. Clark, president of the "smile, warmth, cleanliness" as "to achieve business prosperity know-how".
The experience of these successful people should give us a deep inspiration.
3. Cleanliness and hygiene
Catering sector of the cleanliness and hygiene of the work of the high demand, reflecting the level of management, is an important element of the quality of service, must be taken seriously. First of all, we must develop strict standards of cleanliness and hygiene, these health standards include:
(1) in the kitchen production layout, there should be to ensure that all processes comply with the statutory requirements of health standards;
(2) the restaurant and the entire dining environment of the health standards;
(3) the health of the workplace standards;
(4) the catering staff individual hygiene standards.
Secondly, it is necessary to develop a clear cleaning and sanitation procedures and inspection and assurance system.
4. Service skills techniques and service efficiency
Three, catering service quality control methods
Based on the three phases of catering service (preparation phase, implementation phase and results phase), catering service quality can be divided into pre-control, on-site control and feedback control accordingly.
(a) the quality of food service pre-control
The so-called pre-control, is to make the service results to achieve the intended goal, before the meal made all the management efforts. The purpose of pre-control is to prevent qualitative and quantitative deviations from the various resources used in the meal service.
The main contents of the advance control are:
(1) advance control of human resources. Restaurants should be based on their own characteristics, flexible arrangements for staff shifts to ensure that there are sufficient human resources. The kind of "idle time nothing to do, busy fatigue," or restaurant customers and waiters less, fewer customers and waiters more phenomena, are human resources improper use of abnormal phenomena.
Prior to the start of the meal, the staff must make a check on the appearance of the instrument. A few minutes before the start of the meal all employees must enter the designated post, posture upright in the most conducive to the service position. Female servers should have their hands folded naturally in front of their stomachs or hanging naturally at their sides, and male servers should have their hands behind their backs or close to the seam line of their pants. All waiters should face the restaurant population waiting for the arrival of guests, to give guests a good first impression.
(2) advance control of material resources. Before the start of the meal, it must be set up according to the specifications of the dining table; ready to eat carts, trays, menus, menus, orders, corkscrewing tools and small objects on the workbench and so on. In addition, there must be a considerable number of "turn the table" supplies such as tablecloths, cloths, napkins, knives and forks, spices, matches, toothpicks, ashtrays and other items.
(3) hygiene quality control in advance. Half an hour before the opening of the restaurant health from the walls, ceilings, lamps, vents, carpets to tableware, turntables, tablecloths, table materials, dining chairs and so on should be the last check. Once found does not meet the requirements, to arrange for rapid rework.
(4) Pre-control of accidents. Before the start of the meal, the restaurant supervisor must contact the head chef to check the front and back of the guest forecast received by the table or banquet instruction order is consistent, in order to avoid accidents due to errors in the transmission of information. In addition, but also to understand the day's supply of dishes, such as individual dishes out of stock, should let all the waiters know. In this way, once the guests order the dish, the waiter can promptly apologize to the guests to avoid causing dissatisfaction afterwards.
(ii) the quality of food service on-site control
The so-called on-site control, refers to the scene to supervise the ongoing catering services, so that it is standardized, procedural, and quickly and properly deal with unforeseen events. This is one of the main responsibilities of the restaurant supervisor. The restaurant manager should also make on-site control an important part of management. Site management (www.chinatpm.net) control of the main content is:
(1) the control of the service program. During the opening of the meal, the restaurant supervisor should always stand in the first line, through personal observation, judgment, supervision and command of the waiter in accordance with the standard service procedures service, found deviations, timely correction.
(2) the control of serving time. Control of serving time should be based on the speed of guests dining, cooking time of dishes, etc., to do just right, neither guests should not wait too long, nor should all the dishes at once on all up. Restaurant supervisor should always pay attention to and remind the time to master the food, especially large banquets, the timing of the food should be mastered by the restaurant supervisor, and even the manager of the Food and Beverage Department.
(3) the control of accidents. Catering service is face-to-face direct service, easy to cause guest complaints. Once a complaint is caused, the supervisor must quickly take remedial measures to prevent the situation from expanding and affecting the dining mood of other guests. If the complaint is caused by the service attitude, the supervisor, in addition to apologizing to the guests, should also change a dish for the guests. If a guest is found to be intoxicated or about to be intoxicated, the waiter should be cautioned to stop adding alcoholic beverages. For guests who are already intoxicated, try to get them to leave earlier to protect the atmosphere of the restaurant.
(4) Manpower control. During the opening of the meal, the waiter, although the implementation of zonal watchman responsibility system, in a fixed area service (generally can be arranged in accordance with the workload of each waiter can receive 20 casual guests per hour to the service area). However,, the supervisor should be based on changes in customer conditions, the second division of labor, the third division of labor ...... If a region of the guests suddenly come too much, it should be drawn from another region of the staff to support, and when the situation is normal, and then transfer them back to the original service area.
When the culmination of the meal has passed, then a portion of the staff should be allowed to take a break first, leaving a portion of the work, to a certain time and then exchanged, in order to improve work efficiency. This method is especially necessary for long business hours of restaurants such as cafes.
(C) feedback control of service quality
The so-called feedback control is to find out the shortcomings of the service work in the preparation stage and the implementation stage through the feedback of quality information, and take measures to strengthen the pre-control and on-site control to improve the quality of the service, so that guests are more satisfied.
The information feedback system consists of internal system and external system. The internal system means that the information comes from the waiters and managers and other relevant personnel. Therefore, after each meal, a short summary meeting should be held to continuously improve the quality of service. The external system of information feedback means that the information comes from the guests. In order to get the guests' opinions in time, the table can be placed on the guests' opinion table, or after the guests' meal to actively solicit the guests' opinions. Guests through the lobby, travel agencies and other feedback back to the complaints, belong to the strong feedback, should be attached great importance to ensure that similar quality deviations will not occur in the future.
Establishment and improvement of the two information feedback system, restaurant service quality in order to continue to improve and better meet the needs of guests.
Three, the quality of catering services, supervision and inspection
Supervision and inspection of the quality of service and staff to carry out long-term unremitting training is to do a good job in catering business management of the two magic weapons.
(A) catering service quality supervision of the content
(1) the development and responsible for the implementation of the management system and job specifications. Grasp the polite hospitality, quality service education. Achieve service quality standardization, normalization and procedural.
(2) Understand the service quality situation through the feedback system, summarize the positive and negative typical examples of work and deal with complaints in a timely manner.
(3) Organize investigation and research, put forward programs, measures and suggestions to improve and enhance the quality of service, and promote the quality of food and beverage service and business management level.
(4) Analyze the weaknesses in management, reform rules and regulations, rectify discipline and correct unhealthy practices.
(5) Organize regular or irregular on-site inspections, and carry out evaluation and quality service competitions.
(2) the main items of catering service quality inspection
based on the catering service quality content of courtesy and politeness, appearance, service attitude, cleanliness and hygiene, service skills and service efficiency and other aspects of the requirements of the service specifications, dining environment, appearance and work discipline are summarized into four items, and the list is divided into the following. This checklist can be used as a rule of routine management, but also quantitative, as a restaurant and restaurant, staff and staff competition between the competition or staff assessment standards.
The restaurant service checklist in the use of the time, depending on the level of the hotel itself and the specific circumstances of the restaurant to increase or reduce the inspection details of the project, but also the four major categories of inspection items into four checklists are used. In the "grade" column, can also be "excellent, good, medium, poor" were changed to score standards, such as "excellent" to 4 points, "good" to 3 points, "good" to 3 points, "good" to 3 points, "good" to 3 points, "good" to 3 points, "good" to 3 points, "good" to 3 points, "good" to 3 points. "3 points," "in" for 2 points, "poor" for 1 point, and finally the four major eighty bylaws scores for evaluation.