①, in the "walk-around management" to find problems "walk-around management" is a restaurant managers must do every day, restaurant managers every day to go to all corners of the restaurant and the staff, to understand all aspects of the restaurant, "walk-around" is known as visible management, "walk-around" is known as visible management. "Walking around is known as visible management. Restaurant managers often walk in the first line of business, should pay attention to the following aspects: the spirit of the staff, the staff's attitude, the staff's work efficiency. But also to guests face-to-face service and communication, listen to the guests of the restaurant's views and suggestions. That is, it can communicate with the staff, talk to increase affinity, call, but also allows employees to be able to put forward suggestions and ideas． Good performance of the staff to praise, give incentives, that is, so that employees feel that the restaurant on their attention; but also the restaurant service concept, corporate culture instilled in the staff, so that employees naturally accept the restaurant "focus on the guests" business philosophy, to better complete the work, and indirectly improve the satisfaction of the guests. ②, "experience restaurant production" and find the problem managers in the work that is to be "mobile management" and regularly to experience the quality of their own food and beverage outlets to pay attention to the process of production, from which we found that the quality of our products is not a decline, and regularly collect Customer suggestions, timely detection, timely remedies, to nip the problem in the bud. ③, in the marketing visit to find the problem of restaurant managers work 50% of the time is to do marketing, marketing is the leader of the restaurant. Catering store managers in the catering store to often lead the marketing team to marketing, in the results of marketing to the source market optimization. For large customers from time to time, irregular field visits or telephone communication, to understand the needs of the guests and our restaurant products and services to improve and strengthen the place. ④, in the "guest feedback intention to build the table" to find out the problem from the "guest feedback intention to build the table" we can find out what degree of customer satisfaction with our products? What do customers really think? What do customers appreciate about our service? What do customers dislike about us? As a manager of how to improve customer satisfaction 1, in the catering industry we often call the customer God, food and clothing, friends, etc., but we have not understood the "customer" the real idea, only to understand the "customer" the real idea, we can Attention to customers, customers, in order to target to improve customer satisfaction. ①, the customer is the intangible assets of the restaurant customers are mobile but also can be calculated, the flow of customers into loyal customers can be calculated. Loyal customers can give the restaurant many times and even life-long consumption, to the restaurant to bring lucrative earnings, so that the restaurant to survive and develop. Loyal customers into the flow of customers, food and beverage stores will be difficult to survive Vickers, the customer is a valuable asset of the food and beverage stores, food and beverage stores is an important factor in preserving and adding value. ②, the customer is the restaurant's obligation to marketers Customers in the restaurant to experience a good product and good service, he will be obliged to his surroundings for publicity and recommendation, so that the restaurant in the market to form a good reputation, on the other hand, they get a poor product, but also to the market will have a negative impact and negative brand image. The empirical data of marketing tells us: 100 satisfied customers will bring 25 new customers, every customer complaint received means there are 20 more customers with the same feeling, the cost of getting a new customer is 5 times of the cost of keeping a satisfied customer; 60% of new customers come from the recommendation of the existing customers, in the dissatisfied customers, 4% back to tell you that they are dissatisfied and feel the reason of unhappiness; 96% will turn away and 91% will not return. Customer survival rate increased by 5%, profits will follow the increase of 70%; good service to a customer will affect 25 people to produce the desire to buy and purchase behavior. Any advertising effect can not compare with the word-of-mouth effect, 80% of the profits generated by 20% of the customers. Therefore, effectively play the role of customer word of mouth, so as to form a relatively stable customer base for the restaurant. ③, the customer is the catering service and output of the supervisor catering service and output quality is the need to monitor, then catering managers can not be anywhere at any time, all the time to see the staff's quality of work and work attitude, and the customer is invariably take up the catering service and output of the supervisor, if we usually maintain a good relationship with them, they found that the problem will be complained about, and will find the problem relayed to the Let us truly understand the needs of the guests, to understand our product or service problems, timely adjustment of the restaurant's business strategy, improve management methods, to achieve the needs and requirements of the guests. ④, the customer is the key to the survival and development of food and beverage stores customer food and beverage stores the only reason for survival, even if you food and beverage stores have the best product, if there is no guest is equal to zero. There is no industry in the world that can survive and develop without customers. ⑤. Customers are the special medicine for restaurants to reduce costs. It is relatively easy to establish a relationship with customers through sales, but to maintain the relationship and continue to create value from this relationship, it is necessary to provide customers with satisfactory service. It costs more to develop a new customer than it does to keep an existing one, so keep them. Remember, the "lifetime value" of a customer is much greater than a single sale. Keep the customer, he is your gold mine. (6), the customer has the right to choose, have the right to enjoy the service Please remember, the market economy today, the past "seller's market" to "buyer's market", we are not in the customer's only choice. If we do not or cannot provide quality service and care for our customers, then others are very happy to do it for us. As long as the customer to provide quality service, he will be happy to do business with you. (7), the customer is to buy the value of the product and experience the value of the customer to see a wide range of people, they are not in ignorance, consumption has been very mature, very rational, learned to experience the economy. For customers: the quality of the product means "what I get", and the quality of service means "how do I get". (8), the customer is a restaurant to enhance the competitiveness of the enterprise to increase the profitability of business operations of the customer's more or less and the performance of the restaurant is directly proportional to the customer is the popularity of the most important core competitiveness of food and beverage outlets, the more customers, the more popularity of the more prosperous, in order to have the financial resources, the better the business, food and beverage competitiveness of the restaurant is also strengthened. 2, when we understand the "why improve customer satisfaction" and "customer" meaning. We also need to understand the customer's expectations, what kind of service they need? So that we can design our services, the implementation of our services, regulation of our services. ①, the guests want to see the need to be neat and beautiful customers to the restaurant, they hope that our restaurant from the hotel's store appearance, the peripheral environment, store items and facilities, staff appearance, hotel atmosphere, restaurant products, items are placed in a neat and orderly restaurant environment to clean and beautiful, sophisticated and elegant decoration; decorative arrangements to be the finishing touch to give them a good environment for consumption. Guests recognize a hotel is often from the surface of the beginning, such as the hotel's appearance, countertops, walls, roofs, floors, faces, etc., thus forming the initial feeling of the hotel. Tidy, that is, neat and clean; beautiful, is a kind of beauty. It is the hotel environment, service atmosphere of the basic requirements, is the first visual impression of the guests. The current hotel industry is a lack of attention to this, such as some hotels on the outside walls of neon lights are often missing arms and legs, store all kinds of billboards lack of overall design, and the production of rough, and the hotel grade does not match; green plants, artwork placement lack of aesthetics, the hotel lack of various types of supplies positioning management, catering, meeting rooms to remove down the cutlery, utensils stacked in an orderly manner, service supplies, labor tools placed randomly; employees The washing and maintenance of the work clothes are not in place, affecting the mood and image of the hotel staff, but also affect the visual image of the guests. ②, the guests want to use the necessary to rest assured that the safety of the customers to the restaurant, they hope that our food and beverage outlets to provide the quality of the product and consumption of space is guaranteed, so that people can rest assured that there are no worries. Safety is the minimum needs of the guests. To ensure the safety of guests, we must first ensure the safety of facilities and equipment, such as scientific and safe decoration design, perfect fire safety facilities, effective anti-theft devices, standardized equipment installation. The current hotel industry has the following problems: the fire escape channel is closed or blocked, emergency safety evacuation indicator signs are not installed in a standardized manner or out of order; guest room bathroom hot and cold water cage and guest room hot and cold air-conditioning switches reversed, bathroom bathtubs without non-slip mats, and so on. Secondly, we should ensure the safety of the service, such as scientific operating procedures, humanized service mode, respect for the privacy of guests, to ensure the privacy of the guest room. At present, some of China's hotel guest room operating procedures, water cups and other supplies in the guest room cleaning regulations, it is difficult to reassure the guests have a sense of security; the front desk and guest rooms casually live in the guest information to inform the visiting guests. ③, guests want to use the necessary is complete and effective Effective is the core demand for hotel services. Hotel service is effective, the first performance for the effective facilities and equipment. This requires the hotel's functional layout to be reasonable, facilities to support, equipment to be intact, running to normal, easy to use. Currently, there are some problems in the hotel industry as follows: poor ventilation system in restaurants; poor sound insulation in guest rooms; noisy and ineffective ventilation fans in bathrooms; defective water and sewage systems in guest rooms and bathrooms, such as the following water is not smooth, the washbasin water cage head is too fast, "Do Not Disturb", "Do Not Disturb", "Do Not Clean" indicator lights. Do not disturb", "please clean quickly" indicator is often unintentionally displayed, the TV channel set up no rules, and there are heavy stations and empty station phenomenon, followed by the effective performance of the service program. This requires that the hotel service program should be set in place, the service time should be reasonable, the design of the service program should be scientific, the choice of the service mode should be appropriate, the development of service standards should be appropriate, and the service skills of the staff should be skilled. ④, the guests want to use the necessary is clean and sanitary customers to the restaurant, they are in the use of our food and beverage outlets, guest room supplies, often worried about the state of health, in the food and beverage outlets they will be worried about food and beverage outlets supplies hundreds of thousands of people repeated use, the health of health, food and beverage outlets there is no cleaning and drying, there is no disinfection. Catering restaurant food and rice will not have flies, hair, sand, etc.. In the guest room, they will worry about whether the bed sheets are cleaned dry and quiet, whether there are stains, whether there are hairs in the quilt, foreign objects and so on. They ask for clean and hygienic items that are always changed and new. ⑤, happy and comfortable atmosphere Dining room is the scene of guest services, neat and uniform, beautiful internal environment will make the hotel guests happy, pleasing to the eye. The four walls of the restaurant, the ground, the ceiling, furnishings for decoration and furnishings, should be neat, clean. Harmonization. The internal environment of the restaurant is clean and tidy. Neat, sanitary, comfortable. Waiters appearing in front of guests should be perfect. Waiter's service performance, image and language, skills should be harmonized. Infect guests with perfect service. Create a relaxed, pleasant atmosphere, so that guests have a pleasant, comfortable feeling, so that the occurrence of the guest's consumer behavior is spent in a happy and comfortable. ⑥, the service must be fast and efficient Whether the front desk check-in, or restaurant dining, room service, too long to let the guests wait, will make our service greatly reduced, and even suffered guest complaints. Each stay in the restaurant to enjoy the services of the guests, we hope that the restaurant services standardized, efficient, fast. Guests go out to visit relatives and travel, meetings, business is often fast-paced, from the heart, they hope that all services provided by the restaurant must be efficient, fast and accurate. Not efficient service, for the guests is not standardized service, for the guests is to lose the value of the service; not fast service, for the guests is a failure of the service. 99% of the guests want to stay in his star-rated food and beverage outlets to provide their own service is fast and efficient. (7), the service must be friendly and polite customers to the restaurant, they want to be welcome. Employee's face with a smile, friendly and polite. Smile service, but also to have a heartfelt enthusiasm for the guests, with a friendly, cordial gaze, cordial and polite in the service. The use of service language, polite address to the guests; guests to enter the welcome language; meet with the guests to have greetings; remind the guests to use care language; guests call to use the answer language; get the guests to pay assistance or understanding to have to thank the language; guests to us to thank the language to be used back to thank the language; due to our lack of conditions or negligence, to the guests bring trouble to the guests to have to apologize for the language, the guests in a hurry or feel embarrassed to comfort; guests leave the store in time to comfort; the guests to use the language; the guests to leave the store with a smile, friendly and polite. When the guests are anxious or feel difficult to comfort in time; guests should have a farewell when leaving the store. Secondly, we must pay attention to artistry and flexibility. Do not rigidly move with polite language, the lack of emotional color, that will make the guests feel hard, not to achieve the effect of cordial service. (8), the service must be patient and considerate of the catering industry, should be the guests of respect, care, consideration in the first place, and throughout the service. See the guests when the cordial greetings, smiles, courtesy services, etc., everywhere to give customers respect, care, consideration. Every guest who stays in the restaurant, want to get the restaurant service staff and management staff to honor and respect them. In their difficulties, feel confused, can be concerned about and help, encountered physical discomfort and misfortune, can be loved ones like considerations, greetings and assistance. To meet the guests are respected, care for psychological needs, patient and thoughtful care for guests, considerate guests is the restaurant to retain old customers, attract new customers, improve customer satisfaction. Measurement of customer satisfaction customer satisfaction measurement standard ①, timely from the customer order to the food on the table can not wait too long for customers to be able to timely feedback to the kitchen, the customer's request to be resolved in a timely manner.

③, consistency in contact with guests, always maintain the same level, even in the face of difficulties, for example: always keep smiling.

④, visibility guests can see the state of the equipment, personal appearance, etc., such as: the hotel door, lobby, public **** area, staff uniforms.

5, responsible for willing to help guests, respond to the special needs of guests, such as: the guest asked the front desk to do services.

6, empathy in the service process to do thoughtful, respect for guests, identify with the guest's feelings.

7, have the ability to master the relevant knowledge and skills in accordance with the requirements of the guests, such as: the ability to deal with guests flexibly, the ability to anticipate the needs of the guests and so on.

8, guarantee to the guest service requirements to give commitment to the guest to convey the message of understanding and trust. Concerned about the customer's experience and feelings from the customer into the restaurant to the end of the customer consumption in the restaurant to leave, we have a lot of contact with the customer's opportunities, these contact points is the service of the "gold quality points". Each service provider represents the restaurant, service providers and guests of any contact, no matter how insignificant, the customer is important, will be an opportunity to give guests an impression of the restaurant's services and products have a preliminary judgment. As any member of the restaurant, we must pay attention to the customer and their contact with the "golden quality point" full performance, pay attention to the customer's experience and feelings, the customer in the restaurant's "whole experience" is responsible for. In improving customer satisfaction, managers and employees should play the following roles. The role of managers in improving customer satisfaction Managers in improving customer satisfaction should be an advocate of building a "customer-focused" culture, orienting employees to a "customer-focused" management culture. At this time, the manager is the first customer service and trainer, not only to serve customers personally, with the role of role models to drive the motivation of the staff, but also to teach the staff to "focus on the customer" culture of the new standards, so that employees believe and apply, so that employees understand the importance of "focus on the customer". To encourage staff morale, create a "customer focused" team atmosphere, and actively expand the influence of the "customer focused" culture. Lead the team to achieve the goal of improving customer satisfaction with the power of the group. Managers in the implementation of "focus on customers" cultural standards, that is, to find the wrong behavior to give timely correction and guidance, but also to establish rules and regulations, awards and penalties, to motivate employees to complete the work in an excellent way to ensure that the goal of improving customer satisfaction. In front of the guests, the manager should also be a marketer, leading the staff to create products and services that satisfy customers and pass them on to customers. The role of employees in improving customer satisfaction Due to the intangible nature of the service, and consumption at the same time as the generation and disappearance, and therefore the quality of not only with the service provider, but also with the mood of the recipient of the service, preferences and so on. Therefore, in the process of improving the quality of service, employees are required to smile when the customer is three meters away, so that the intangible service is tangible. Make the guests feel that we are cordial, friendly, for customer service, should judge the mood of the customer in the consumption and consumption preferences, to provide services beyond the expectations of customers, so that customer satisfaction. Be a wise service expert, can anticipate customer needs, solve customer problems attention to detail, provide value-added services, more service, more satisfaction. The main ways to improve the quality of service ①, clear "focus on the customer" the main factors "focus on the customer" the main factors, is to provide guests with quality service necessary items. Strengthen the guidance and training of front-line staff. The behavior of the front-line staff on the customer's feelings is a very big impact, they will leave a very deep impression in the minds of customers. Therefore, the training of front-line staff, to the staff's appearance, attitude, behavior, language and efficiency in providing services to guide the use; but also to improve staff and customer communication skills and the ability to deal with emergencies, the customer "staff on behalf of the restaurant," "staff is the brand of the restaurant. Restaurant brand. ②, manage customer expectations, guide the guests to enjoy the service Optimize the classification of customer data, the implementation of "fine" human services. We send birthday cards to customers on their birthdays, and give them birthday cakes when they are at the restaurant. According to the different customer preferences to send a variety of concerts or cocktail party VIP tickets, etc., with this "refined" human nature of the service will make the customer feel "distinguished, superior, exclusive, personalized, personalized" brand services, thus subconsciously enhance the brand loyalty. Loyalty. ③, visual management of the restaurant guests can see the goods and facilities for visual management. Such as the hotel's appearance, the peripheral environment, the store items and facilities are placed neatly and orderly, the staff's appearance, state of mind, staff uniforms, the atmosphere of the restaurant, the restaurant decoration environment should be clean and beautiful, sophisticated and elegant decorations, to give the guests a good image of the restaurant. ④, the establishment of the "focus on the customer" culture to provide customers with quality service, all employees of the restaurant must first establish and constantly strengthen the concept of service. Food and beverage stores should sublimate this concept into a true corporate culture. The customer's purchase process is a process of seeking respect in the consumption process, customers and employees of the restaurant business activities to participate in the degree and enthusiasm, largely affecting the enterprise's customer satisfaction. High-quality, dynamic and competitive workforce, more than good hardware facilities to create customer satisfaction, restaurants should bear in mind that only the trust and respect for customers, "reliable care" and "intimate help" to really win customers. ⑤. Actively respond to customer complaints Knowing what needs to be improved, customer complaints are an opportunity to strengthen customer brand loyalty. In the era of brand catering, the customer's attitude towards the restaurant determines the success or failure of the restaurant, as the restaurant's management should personally participate in the customer service, and deal with customer complaints. We need to understand that the cost of developing a new customer is 5 times the cost of retaining an old customer; and the loss of an old customer, only to fight for 10 new customers to make up for!