First, the basis of catering service quality control
To effectively control the quality of catering services, three basic conditions must be met.
(a) service procedures must be established
(b) Quality information must be collected.
The restaurant manager should know the result of the service, that is, whether the guests are satisfied, so as to take measures to improve the service and quality; According to the catering service objectives and service regulations, service quality information should be collected through inspection, quantitative spot check, statistical report and listening to customers' opinions.
(C) we must pay special attention to staff training
The competition of service quality among enterprises is mainly the competition of talents and staff quality. It is hard to imagine that employees without good training can have high-quality service. Therefore, new employees must undergo strict basic skills training and business knowledge training before taking up their posts, and those who have not received vocational and technical training and have certain qualifications are not allowed to take up their posts. On-the-job employees must also use the off-season and free time for training to improve their business skills and enrich their business knowledge.
1. Politeness and politeness
2. Service attitude
In the restaurant work, to reflect a good service attitude, we should do the following:
(1) Smile, say hello, and it is best to repeat the guest's name.
(2) Take the initiative to approach the guests, but keep a proper distance.
(3) reserved, calm, and not impatient under any circumstances.
(4) When guests complain, listen with an open mind. It's best to ask them to fill in the guest's comments. If it turns out that the service personnel are wrong, they should immediately apologize to the guests and correct them.
(5) When the guest makes unreasonable demands or mistakes, just explain to the guest, don't ask the guest to admit his mistakes, and insist that "the guest is always right".
(6) Understand the different psychological characteristics of people from all walks of life in different countries and provide targeted services.
(7) It is convenient for guests everywhere in time and manner, and makes great efforts in details to make guests feel thoughtful in service.
Mr. Hilton, the founder of Hilton Hotel Chain, has three training courses-diligence and self-confidence; In a smile, the attitude towards service is very important. Mr. Clark, the president of the world-famous McDonald's fast food chain, regards "smile, enthusiasm and cleanliness" as "the secret of enterprise prosperity"
The experiences of these successful people should give us profound enlightenment.
3. Cleanliness and hygiene
The food and beverage department has high requirements for cleanliness, which reflects the management level and is an important content of service quality, and must be taken seriously. First, strict hygiene standards should be formulated, including:
(1) In terms of kitchen production layout, there should be sanitary standards to ensure that all technological processes meet legal requirements;
(2) Hygienic standards for restaurants and the whole dining environment;
(3) Hygienic standards for each post;
(4) personal hygiene standards for catering personnel.
Secondly, it is necessary to formulate clear hygiene regulations and inspection and guarantee systems.
4. Service skills and service efficiency
Third, the catering service quality control methods
According to the three stages of catering service (preparation stage, implementation stage and result stage), the quality of catering service can be divided into pre-control, on-site control and feedback control accordingly.
(A) Pre-control of catering service quality
The so-called pre-control is all the management efforts made before meals in order to make the service results reach the predetermined goals. The purpose of pre-control is to prevent the deviation in quality and quantity of various resources used in catering service.
The main contents of precontrol are:
(1) Human resource pre-control. Restaurants should flexibly arrange staff shifts according to their own characteristics to ensure adequate human resources. The phenomenon of "doing nothing at leisure and being exhausted when busy" or the phenomenon that there are many customers but fewer customers and more waiters in restaurants are all abnormal phenomena of improper use of human resources.
Employees' gfd must be checked before eating. A few minutes before dinner, all employees must enter the designated position and stand in the most favorable position to serve. The waitress's hands are naturally folded in front of her abdomen or hung at her sides, and the waiter's hands are behind her back or near the pants seam. All waiters have to face the crowd in the restaurant and wait for the guests to arrive, leaving a good first impression on the guests.
(2) Pre-control of material resources. Before the meal, the dining table must be set according to the specifications; Prepare dining car, tray, menu, ordering, ordering, bottle opening tools and small objects on the workbench. In addition, there are a considerable number of "table-turning" supplies, such as tablecloths, oral cloths, paper, knives and forks, spices, matches, toothpicks, ashtrays and so on. You must be prepared.
(3) Pre-control of sanitary quality. Half an hour before the start of the meal, from the walls, ceilings, lamps, vents and carpets to tableware, turntables, tablecloths, tablecloths and dining chairs, the hygiene of the restaurant should be checked for the last time. Once it is found that it does not meet the requirements, it is necessary to arrange for rapid rework.
(4) Accident pre-control. Before eating, the restaurant supervisor must contact the chef to check whether the customer forecasts or banquet orders received by the front and back office are consistent, so as to avoid accidents caused by information transmission errors. In addition, we should also know the food supply of the day. If individual dishes are out of stock, we should let all the waiters know. In this way, once the guest orders, the waiter can apologize to the guest in time to avoid causing the guest's dissatisfaction afterwards.
(B) on-site control of catering service quality
The so-called on-site management and control refers to the on-site supervision of the on-going catering service, so that it can be standardized and programmed, and accidents can be handled quickly and properly. This is one of the main responsibilities of the restaurant supervisor. The manager of the food and beverage department should also regard on-site control as an important part of management. The main contents of site management (www.chinatpm.net) control include:
(1) service program control. In the process of dining, the restaurant supervisor should always stand at the front line, observe, judge, supervise and guide the waiter to serve according to the standard service procedures, and correct the deviation in time when found.
(2) Control of service time. Mastering the serving time should be based on the speed of the guests' meal and the cooking time of the dishes, so that the guests should not wait too long and all the dishes should not be served at once. Restaurant directors should always pay attention to and remind them to master the time of serving, especially for large banquets. The time of serving should be controlled by the restaurant supervisor or even the manager of the catering department.
(3) accident control. Catering service is face-to-face direct service, which is easy to cause complaints from guests. Once a complaint is caused, the supervisor must take remedial measures quickly 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 should not only apologize to the guest, but also change the dish for the guest. Guests found drunk or about to get drunk should be warned to stop adding alcoholic beverages. For drunken guests, try to let them leave early to protect the atmosphere of the restaurant.
(4) manpower control. During the meal, although the waiters are responsible for the booths in different areas, they all serve in fixed areas (generally, the service areas can be arranged according to the workload that each waiter can receive 20 individual customers per hour). However, the supervisor should carry out the second division of labor and the third division of labor according to the changes of the customer's situation ... If there are too many guests in a certain area suddenly, personnel should be transferred from another area to support them, and then transferred back to the original service area after the situation is normal.
The climax of dining has passed, so we should let some employees rest first, leave some people to work, and then exchange at a certain time to improve work efficiency. This method is especially necessary for restaurants with long business hours, such as cafes.
(C) feedback control of service quality
The so-called feedback control is to find the shortcomings of service work in preparation stage and implementation stage through the feedback of quality information, and take measures to strengthen pre-control and on-site control, improve service quality and make customers more satisfied.
The information feedback system consists of internal system and external system. Internal system means that information comes from waiters, managers and other related personnel. Therefore, a brief summary meeting should be held after each meal 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, you can put a guest opinion form on the dining table, or you can let the guests ask their opinions on their own initiative after eating. Complaints returned by guests through lobby, travel agency, etc. It belongs to strong feedback and should be highly valued to ensure that similar quality deviation will not happen again in the future.
Only by establishing and perfecting two information feedback systems can we continuously improve the service quality of restaurants and better meet the needs of guests.
Three, the supervision and inspection of catering service quality
The supervision and inspection of service quality and long-term unremitting training for employees are two magic weapons to do a good job in catering management.
(A) the content of catering service quality supervision
(1) Formulate and implement various management systems and work specifications. Do a good job in polite hospitality and quality service education. Realize the standardization, standardization and proceduralization of service quality.
(2) Understand the service quality through the feedback system, summarize the positive and negative typical cases in the work in time, and handle complaints in time.
(3) Organize investigation and study, put forward plans, measures and suggestions to improve and improve service quality, and promote the improvement of catering service quality and management level.
(4) analyze the weak links in management, reform rules and regulations, rectify discipline, and correct unhealthy practices.
(5) Organize regular or irregular on-site inspections, and conduct competitions and quality service competitions.
(two) the main items of catering service quality inspection
According to the requirements of etiquette, appearance, service attitude, cleanliness, service skills and service efficiency in the content of catering service quality, it is summarized into four items: service standard, dining environment, gfd and work discipline, which are listed as follows. This checklist can be used as a detailed rule of daily management, and can also be quantified as a standard for competition evaluation or employee assessment between restaurants and employees.
When using this restaurant service checklist, you can add or subtract detailed inspection items according to the level of the hotel itself and the specific situation of the restaurant, or you can divide the four categories of inspection items into four checklists for use respectively. In the "Grade" column, you can also change "excellent, good, medium and poor" into scoring standards respectively, such as changing "excellent" into 4 points, "good" into 3 points, "medium" into 2 points, and "poor" into 1 point, and finally evaluating the scores of 80 detailed rules in four major items.