The level of restaurant management directly affects the guests' evaluation of catering service quality, which is one of the most important contents in catering management.

(1) Formulating restaurant service specifications is the basis and premise of restaurant standardization and standardized management, and also the basis for controlling the quality of catering services. Therefore, we must formulate relevant service regulations, mainly including:

(1) A la carte service regulations;

(2) buffet service regulations;

(3) coffee shop service regulations;

(4) Bar service regulations;

(5) Cleaning and disinfection procedures for table wine utensils.

(2) Preparation before meals

We should arrange and urge the restaurant waiter to do all the pre-meal preparations.

(1) Do a good job in cleaning the dining room to make it meet the hygiene standards;

(2) Prepare all kinds of wine utensils needed for dinner and place them according to the specifications;

(3) Check the quality of preparatory work, and promptly correct the nonconformities;

(4) Pre-meal meeting, announce the guest's situation, announce the menu, summarize the meal service, organize the division of labor, and check the gfd.

(3) The management of the restaurant during the meal.

1, strengthen patrol, control the implementation of restaurant service regulations, correct problems in time when found, and ensure that guests enjoy standardized, standardized and programmed services;

2. Control the order and time of serving, coordinate the relationship between restaurant and kitchen, and meet the physical and psychological needs of dining guests;

3, according to the workload, reasonable arrangement of service personnel, do a good job of reception;

4. Handle customers' complaints about dishes, drinks and services in time;

5. Supervise and check the completion of after-dinner work, summarize the problems existing in the meal in time, and continuously improve the service level of the restaurant.

(4) Staff training is always unremitting.

The quality of restaurant service depends on the quality of service personnel. To improve the quality of employees, it is necessary to carry out training. The training of restaurant staff is to make a training plan and organize its implementation on the basis of managers' discovery of training needs. The contents generally include:

1, ideology and professional ethics;

2. reciprocity;

3, restaurant service rules and related service knowledge;

4. Service skills;

5. knowledge of ordering drinks;

6. Health and safety knowledge;

7. Handling of difficult problems.

(v) Management of low-value consumables

Cloth, table wine, toothpicks, napkins and other household items. On the basis of meeting the needs of customers, do a good job in controlling low-value consumables.

Second, the catering cost control management

In order to achieve the goal of low consumption and high profit, hotels must strengthen the control of catering costs, which is of great significance to improve the economic benefits and management level of hotels.

(A) establish a sense of cost control

I remember a general manager of a hotel once said, "It is much easier to waste 10 yuan than to earn 10 yuan. Because, as a catering manager, we should strengthen the education of cost control for our subordinates. Through the establishment of a series of incentive measures (handled separately), employees who do well in cost control are rewarded, and employees who waste raw materials are punished to a certain extent, thus stimulating their consciousness of cost control.

(B) the establishment of catering cost control system

The establishment of catering cost control system is mainly to strengthen the cost control in the whole production process of catering products, and its main contents are: 1, procurement control; 2. Acceptance control; 3. Inventory control; 4. Material distribution control; 5, rough machining control; 6. Cutting and matching control; 7. Cooking control; 8. Restaurant sales control.

(C) to strengthen cost accounting and analysis

Mainly in conjunction with the financial department to do a strict accounting system, such as the daily report system of catering costs, regular comparative analysis of catering costs. Such as comparison between plan and practice, comparison in the same period, analysis of cost structure, analysis of influencing factors, etc. , timely grasp the cost situation, find out the existing problems and reasons. So as to find out the measures and methods to reduce the cost.

Third, human resource management.

The human resource management of restaurants is conducive to the stability and improvement of catering service quality, as well as to improving work efficiency and reducing labor costs.

(A) to strengthen the training of all staff

Through the usual work observation, problems are found, and assessment and training are carried out according to the problems, so as to continuously improve the quality of employees and form a stable and well-trained staff. Training work includes not only on-site supervision of individuals, but also business training for everyone, so as to continuously improve work efficiency.

(2) Reasonable staffing and scheduling

Western restaurants, because of their different catering forms, are not very labor-intensive, but they have long business hours and the skill level of waiters is not balanced. Therefore, the personnel arrangement of western restaurants should be based on the principle of high efficiency, reducing labor costs and ensuring the normal operation of restaurants.

(C) improve the enthusiasm of employees

To require high labor efficiency, it is necessary to use the incentive principle of enterprise management (handled separately) to stimulate employees' enthusiasm for work, so that they can do creative work and realize their own value in the process of work.

Section 2 External Marketing Management

Since 1990s, catering industry has been the main artery of urban economy, which is closely related to people's stomachs and faces. The catering industry is fighting for hegemony every day. Hotels or restaurants without features and signs will gradually be eliminated, as will western restaurants. There are many western restaurants in Yichang. We are a reopened old shop, which has been around for hundreds of years and has many competitors. What can we do to regain our glory?

First, do a good job in brand management and marketing. In the increasingly cruel business war, if you don't have a brand to cheer for yourself and increase cohesion, you will betray yourself. Therefore, you must improve your brand awareness. What exactly should I do? Give a simple example: we can closely follow the current social hotspots, that is, pay attention to vulnerable groups. We can put the mantissa of the customer's checkout amount into the love box on the spot and donate all the accumulated money of the month to the recipients. Of course, this can't be done quietly, and it needs to be broadcast as news by TV stations. The title can be: Sunshine Action.

Secondly, there is a strict gap between being good at cooking and being the first, especially in the catering industry in China. Without signature dishes, there is no way to survive. Quanjude has roast duck, KFC has roasted wings in New Orleans, and Pizza Hut has it. So what have we had in a hundred years? This is a problem that we must consider. Western restaurants are not signs, because today is no longer a monopoly era. Only by showing your own brand and characteristics can you prosper and develop.

Third, personalized sales, from filling the stomach to pursuing delicacy and environment, from pursuing delicacy and environment to pursuing cultural connotation, consumers' tastes and requirements are getting higher and higher. In order to meet the personalized requirements of customers, we should provide differentiated services for each customer based on their needs.

1, personalized dining environment. Not only do you have to fill your stomach, but the dining environment is also very important. Different seats, different private rooms, box seats, dinner seats, couples seats and so on. Not only is the seat personalized, but the whole environment and atmosphere are also very important. As operators, we should use various foreign cultures and exotic customs to attract customers' attention.

2. Personalization of the menu. As the main reference material for guests to eat in restaurants, menus play the role of transmitting information to guests. From the menu, guests can not only know the dishes and drinks provided by the restaurant and their prices, but also feel the desire and cultural taste of the restaurant service from the design and printing of the menu.

3. Personalization of dishes: dishes have personality, tableware has characteristics and so on.

4. Provide personalized service for employees. The service personnel in the restaurant are the executors of service work and the direct producers of restaurant products. Therefore, the quality of service depends entirely on the quality of service personnel. An employee who can provide personalized service to customers should not only master skilled work skills, but also have rich cultural knowledge, excellent communication skills, meticulous observation ability and adaptability, and impress guests with sincere service, so as to leave a beautiful and deep impression on the restaurant.

The marketing achievements of restaurants depend on flexible and diverse marketing methods. The common marketing methods of western restaurants are:

1, on-site sales promotion in the service process;

2. Advertising of news media;

3. Festival promotions, such as Valentine's Day and Christmas;

4. Promote by celebrity effect;

5, promotional materials, holiday package dishes, corridor background wall dishes, restaurant environment pictures;

6. Consumer promotion;

7. Promote special catering.

In short, our marketing activities must pay attention to practical results, pay attention to the analysis of marketing input and expenditure, adjust marketing activities at any time according to the actual situation, and improve the operating income of restaurants.