Service quality is the soul of service industry, and low service quality has become a bottleneck restricting the development of catering. Restaurants should cater to customers' needs.

Effective guarantee of service facilities, elaborate catering menu, continuous innovation of catering dishes, standardization and optimization of service process, correct handling of guest complaints,

The establishment of employee reward and punishment and assessment system, the effective implementation of employee training and the good communication and cooperation among chefs, employees and managers.

Improve the quality of catering services.

With the rapid development of service industry, service quality has been highly valued by management, not only to expand sales,

It is an important means to compete for the market and directly affects the realization of economic benefits. So, how to diagnose the restaurant service timely and accurately?

Quality problems, and targeted to take effective measures to continuously improve and optimize the quality of service, has become an important issue for the industry to consider.

Based on the concept definition and characteristic analysis of hotel catering service quality, this paper discusses the measures to improve hotel catering service quality.

1 Contents of restaurant catering service quality

For service quality, scholars have defined it from different angles. Rust and Oliver set the quality of service.

Meaning includes three aspects: service product, service process and service environment. Gronroos put forward that service quality includes technical quality and work quality.

Energy quality. The technical quality of service refers to the quality of service results, and refers to the quality standards, environmental conditions, network settings and services of the service itself.

Whether the equipment, service items and service hours are suitable and convenient for customers; Functional service quality indicates the quality of service process, which refers to

Whether the behavior, attitude and procedural behavior of service personnel meet the customer's needs in the service process [1].

In short, service quality refers to the sum of service characteristics that meet customer needs. The quality of catering service in restaurants refers to the ownership of restaurants.

According to the equipment and facilities, the service provided to customers is suitable for and meets the physical and psychological needs of customers. The author believes that restaurant catering clothing

Service quality includes equipment quality, product quality and service level. Equipment quality is the material element of catering service quality.

The hardware facilities of catering service are the material environment of service and the necessary conditions and material carriers for restaurants to provide services. Product quality refers to the quality of products.

In the process of catering service, the catering products provided by waiters for customers mainly include restaurant dishes, snacks and drinks. Restaurant catering products

The quality of products needs the cooperation and cooperation of background operation and front service. The backstage chef cooks exquisite dishes, and the runner should cook them at the first time.

The food has arrived, and the stands should be served as soon as possible. The quality of restaurant catering products is the key for customers to evaluate the quality of catering services.

One of the factors. Service level refers to the service level provided by waiters to customers in the course of restaurant operation, including services.

Personal hygiene, courtesy, gfd, service attitude, service skills, work efficiency.

2 characteristics of restaurant catering service quality

2. 1 comprehensiveness

The quality of restaurant catering service consists of equipment quality, product quality and service level, which comprehensively reflects the management and service level of restaurants.

Service ability. The quality of service depends not only on the quality of catering facilities, but also on the quality of dishes provided by kitchens and restaurants.

Service level of waiters in each position, such as service attitude, service skills, service efficiency, etc. , but also the main body of evaluating service quality.

-Customers tend to be more subjective when evaluating service quality. Therefore, service quality has comprehensive characteristics.

2.2 transience

Restaurant catering service and customer consumption are often carried out at the same time, and the service work is basically completed after the customers have finished eating. In such a short time

It is necessary to complete a series of basic work such as welcoming guests, ordering food, serving food, pouring wine, etc., and provide customers with satisfactory and surprising customization.

Service, to leave a long-term good impression on customers, waiters should pay great attention to their work and customers in every service process.

In this way, short-term service not only cultivates loyal customers, but also enhances the popularity and reputation of the restaurant.

2.3 coordination

There are many links from the backstage production of restaurants to the provision of dining services for customers. Can each link be effectively coordinated?

It will directly affect customers' evaluation of restaurant service quality. For example, the delivery man put the food in the wrong room, and the people in the stands are busy pouring wine for the guests.

The wine did not check the menu in time, which led to the customer's dissatisfaction with the service. In this case, if employees can cooperate and cooperate effectively, they will get

Remedy in time. For example, the deliveryman finds that the stands are busy and can take the initiative to check the menu; If food is available, bleachers can

In order to explain to customers and give them some discounts, and remedy the problems caused by the wrong dishes in time. In other words, employees can communicate with each other at work.

Cooperation and cooperation can not only save mistakes in work, but also improve customers' satisfaction with hotel service quality.

3 Problems in the service quality of restaurants

Although the management of Chinese restaurants, especially high-end restaurants, is good, there are still many problems in terms of overall service quality:

First, the management of restaurants pays too much attention to economic benefits, the management of service facilities is not in place, or there is no timely inspection, improvement or timely maintenance.

New, causing dissatisfaction among guests. Second, blindly follow the trend of food innovation, did not study customer needs, and did not form its own characteristics. Third, manage services.

Weak awareness of service quality management. Although many managers verbally acknowledge the importance of service quality, they fail to put it into action, leading to employee failure.

Workers' service consciousness is not strong, service attitude is poor, service is not standardized, and service mistakes occur from time to time. At the same time, there is a lack of regular gap between management and service.

Yes. Fourth, there is no scientific employee reward and punishment and assessment system, and there is no effective employee training.

4 Measures to improve the quality of restaurant catering services

Improving hotel service quality is the main means to achieve customer satisfaction, but how to do a good job in service quality management has always existed in the theoretical circle.

Controversial. Some scholars believe that catering services should use resources most economically and effectively to improve service quality [2]; Other scholars pointed out that it is necessary.

To improve the quality of catering services, it is necessary to make all services perfect and achieve "zero defects" or "no defects" [3].

The author believes that to improve the service quality of restaurants, we should not only improve the service facilities and the quality of dishes, but also pay attention to customer satisfaction. Available from.

The next step is to improve the service quality of restaurants.

4. 1 Effective guarantee of service facilities

Generally speaking, the service facilities of the restaurant are relatively complete, but the customers are not satisfied. The main reason is that the restaurant is in service facilities.

Careful management is not enough. The author visited some catering enterprises and found that some catering service facilities did not.

Timely repair, update and maintenance. For example, some floors are damaged, some tables and chairs are incomplete, the paint is damaged, and some tablecloths are old and damaged.

Broken, several bowls, chopsticks, cups and plates are defective, the faucet in the bathroom is corroded, the accessories are lost, there is no toilet paper in the toilet paper bucket or there is inferior toilet paper,

Fake and shoddy hand sanitizer and water injection, air conditioning can't work normally, TV aging leads to unclear images, TV is not connected with optical fiber, and there are few channels and less electricity.

The remote control panel of the camera and air conditioner can't work ... These problems seem trivial, but they are really a big "gravel" in the eyes of customers. Therefore,

Restaurant operators should seriously reflect on it, and don't lose their old customers and their own market segments because they have to spend a little money. In view of this, wine

The building should establish a more detailed inspection and improvement system for service facilities, find problems in time and rectify them immediately so that the service facilities of the restaurant can start.

Finally, it is suitable for the grade of the restaurant.

4.2 the production of catering menu

Elaborate restaurant catering menu is the basis for guiding customers to consume and testing the quality of dishes. The names of dishes should be clear and easy to understand, highlighting the characteristics of dishes.

Reflect cultural taste. An elaborate menu should not only indicate the name of the dish, but also further indicate the main raw materials, quantity and cooking method of the dish.

And therefore, the transparency of dishes is improved, and customers can avoid ordering mistakes. In order to stimulate customers' consumption, it can also be accompanied by beautiful photos.

With patterns, customers can see at a glance, such as cartoon animals or characters can be used in children's packages; The wedding banquet menu can complement the pattern of "heart to heart".

The more information customers get, the stronger their perception of service reliability [4].

Restaurants can make use of the menu, the key factor of materialization of catering products, on the one hand, to understand the basis of customer demand and consumption psychology.

In fact, according to their different consumption levels, dishes with different prices are formulated, which provides an effective basis for customers to evaluate the quality of catering before buying; on the other hand

Restaurant waiters can use the menu to introduce dishes to customers, so that customers can know the cooking methods, cooking characteristics and food text before eating.

The profound connotation of culture can play a certain role in shortening the waiting time of customers and relieving their emotions.

4.3 Constantly innovate catering dishes

In order to survive, restaurants must constantly strengthen product development and innovation, not only to introduce new varieties in time, but also to maintain old varieties.

On the basis of its traditional style, we constantly improve the production technology and product quality, so that the products can keep improving. The innovation of dishes is consumer-centered.

Heart, on the basis of paying attention to dietary balance, make full use of the reasonable collocation between main, auxiliary and mixed raw materials to create a self-sufficient menu.

An economical and popular dish, whose physical attributes conform to consumers' eating habits and hobbies.

The innovation of dishes should be compatible with new raw materials and tastes, and create a variety of new flavors on this basis. The selection of containers should be

Based on the principle of "one dish and one style, each dish has its own flavor", each dish has its own characteristics. At the same time, it is necessary to strengthen the chef's understanding of various chefs.

Learning and drawing lessons from art makes dishes more energetic.

4.4 Standardization and optimization of service processes

The standardization of service process requires waiters to work according to the service process, which is not only beneficial to the inspection and quality control of service process.

System, but also conducive to the optimization and reengineering of service processes. It is a common problem that employees are "busy" or "uneven busy and idle" in service work. Restaurant number

It is necessary not only through institutional guarantee, but also through regulatory measures and effective implementation. While formulating a rigid system, we should also pay attention to the humanization of employees.

Care. For employees, too strict management will change ways to exploit the loopholes of the system and even collectively confront the system; Too loose, make

The binding force of the system is not enough. Therefore, the formulation and implementation of the process should omit unnecessary work links, which is not only conducive to the supervision of service personnel.

The completion of the model is also beneficial to the supervision and quality control of managers. In addition, the facilities, equipment and management methods of the restaurant should conform to their own actual situation.

Adapted to it, thus helping employees to be liberated from heavy physical labor and improving the irritability of service personnel [5].

4.5 Correctly handle the guest's complaints.

To handle complaints correctly, we must first have a correct understanding [6]. Complaints are a rare opportunity for restaurants to find mistakes. Although customers complain to restaurants,

It will bring some economic losses, but mistakes can be found from it, thus improving service. Customers who don't complain often change their place of consumption, and even

For these customers who don't complain, the unpleasant experience of publicity makes the restaurant lose other old customers and potential customers, resulting in economic losses.

The loss will be more serious. Catering service itself is a process of constant maturity, constant innovation and constant improvement.

It is impossible without failure. We should have a correct attitude towards the mistakes of service personnel, and we should not adopt a simple and rude way to cultivate loyal employees.

Instead, we should let them know the mistakes, find out the causes of the mistakes, guide and standardize the services, and encourage employees to continuously improve the quality of services through learning and encourage services.

Technological innovation. However, improper handling can only make service personnel dissatisfied, increase the pressure of service work, and make them no longer voluntarily mention it for customers.

Motivation for quality service. After a correct understanding, customer complaints should be dealt with quickly [7]. The process of handling complaints also needs to be institutionalized. service

The staff must first apologize to the customers who complain, calm their emotions, and respond positively and quickly, so that customers can feel the true feelings of the service staff.

Sincerity and understanding can greatly improve customers' perceived service satisfaction, and also shape the market image of quality service for restaurants. Catering enterprises

The industry should also be responsible for the losses caused by service errors to customers and make reasonable compensation, such as price discounts, coupons or refunds.

4.6 Establish a fair employee assessment and reward and punishment system.

Whether a restaurant fairly evaluates employees' performance and rewards and punishments will have a great impact on employees. Therefore, the restaurant manager should

Treat every employee in the enterprise fairly, so as to improve the enthusiasm and satisfaction of employees. First of all, the restaurant manager should know everyone.

The scope and responsibilities of employees, including setting clear expectations for employees' behavior. Secondly, restaurants should formulate reasonable and effective assessment and rewards.

Punishment system, so as to correctly decide whether to reward or punish employees. Third, restaurants must also implement the assessment, reward and punishment system in a timely, effective and fair manner.

In the evaluation, we must treat every employee fairly and justly, and earnestly "treat things rather than people". The purpose of evaluation is to improve work performance.

Efficiency does not lie in dealing with employees, but can reduce the psychological burden of employees and let employees treat evaluation correctly. Fourth, restaurants should evaluate the results in time.

Published, it is best to feedback to all employees at the monthly departmental meeting. When feeding back the results, we should emphasize the affirmation of the achievements and give the aspects of doing well.

Affirmation, make employees' psychology satisfied, work more actively, and drive other employees; At the same time, we should also explain the shortcomings and work hard for the future.

Direction to provide reference advice, etc.

Effectively implement employee training

Restaurant staff may have some shortcomings, such as untidy clothes of individual waiters, dirty hands and nails, bad breath and body odor, working conditions and so on.

The degree is not kind, individual waiters have poor language expression ability, weak understanding ability and poor service skills, so it is difficult to communicate with customers. When the accident happened,

Sometimes, there is a lack of problem-solving skills, a insincere attitude towards dispute resolution, colleagues not helping each other, and even bickering ... Therefore, wine

The building should strengthen staff training to improve the overall service quality of employees.

Restaurants should set up special training institutions, establish a perfect training system, reasonably distinguish training levels and formulate training contents and methods.

Formulas and procedures should be closely combined with the actual work needs of employees. Because most catering waiters have low academic qualifications, we should pay more attention to their training methods.

And form to meet the psychological needs of modern people. The experience of many successful enterprises shows that employee training is a very important internal management of enterprises.

Management measures can not only constantly update employees' ideas, improve their working ability, improve service quality and customer satisfaction, but also

Help employees complete their work better, improve employee satisfaction and cultivate employee loyalty.

4.8 Effective cooperation and communication among chefs, waiters and managers

To improve the quality of catering products and services, it is necessary to correct the previous situation of not paying attention to the cooperation among chefs, service personnel and management personnel. Dressed in catering clothes

In the course of business, chefs should not always work in the kitchen. They can often go to restaurants to solicit customers' opinions and carefully write down the places where the dishes are not improved.

Service personnel need to strengthen communication with the chef and get the chef's advice on the cooking methods and characteristics of the dishes; Close as a manager.

Tripartite relations can organize various activities regularly. In short, only the direction of chef's dish innovation, the pertinence of service art innovation and management.

Only by organically combining scientificity, innovation and constructiveness can we really improve the quality of restaurant catering products.

Good catering service is an important part of restaurant management. Facing the gradually mature catering market and the increasingly mature

Consumers and restaurants must attach great importance to service quality, constantly explore ways and means to improve catering service quality, and strive for future competition.

Active position. Restaurants should carefully design menus, constantly innovate dishes and fully investigate customers' needs, satisfaction and complaints.

Standardized management, system management and humanistic care are combined to effectively carry out employee training, so that service personnel can always keep their work positive.

Sex and strong enthusiasm for work. At the same time, restaurants should also pay attention to the effective control of all links in the service process, and work hard on chefs, waiters and management.

Communicate effectively with customers, and finally achieve the goal of continuously improving service quality.