Catering service is the sum of a series of behaviors of catering staff to provide catering products for dining guests. High-quality catering service is based on first-class catering management, and catering service quality management is an important part of catering management system, which is an important part of hotel catering management. The purpose of its control and supervision is to provide high-quality and satisfactory services for guests and create good social and economic benefits for hotels.

the basis of quality control and supervision of catering services must meet the following three basic conditions, so as to carry out effective catering management.

first of all, we must establish the standard procedures for catering services. When formulating service regulations, we should first determine the link procedures of service, and then determine the unified action, language, time and equipment of each link, including the ways and methods to resolve accidents and temporary requirements. The task of managers is to implement and control the regulations, especially to grasp the weak links between various sets of regulations, and to unify various services with service regulations, so as to achieve standardization of service quality, standardization of service posts and sequencing of service work. Secondly, we should pay special attention to the training of employees. The competition of service quality among enterprises is mainly the competition of employee quality. It is hard to imagine that employees without good training can have high-quality service. Finally, quality information must be collected. Restaurant managers should know the effect of the service, that is, whether the guests are satisfied, so as to take measures to improve the service and quality.

as for the specific catering service quality control methods, from the perspective of scientific system, they are mainly divided into the following three types.

Pre-control

The so-called pre-control refers to all the management efforts made before the meal in order to make the service result reach the predetermined goal; Its purpose is to prevent the deviation in quality and quantity of various resources in the meal service. The main contents of pre-control are: (1) Pre-control of human resources. (2) Pre-control of material resources. (3) Pre-control of sanitary quality. (4) Pre-control of accidents.

On-site control

On-site control refers to on-site supervision of the ongoing catering service, making it standardized and procedural, and quickly and properly handling accidents. The main contents of field control are: (1) Control of service program. (2) Control of serving time. Grasp the rhythm of serving according to the speed of guests' dining and the cooking time of dishes. (3) Control of accidents. 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. (4) manpower control. During the meal, although the waiters implement the stand responsibility system, they serve in a fixed area (generally, the service area is arranged according to the workload that each waiter can receive 21 individual customers per hour). However, the supervisor should carry out the second division of labor according to the change of customer situation, so as to ensure the reasonable operation of personnel.

feedback control

feedback control is to find out the shortcomings of service through the feedback of quality information, and take measures to strengthen pre-control and on-site control to improve service quality. The control, supervision and inspection of catering service quality is one of the important contents of catering management. In the catering service system, departments and teams are the pillars of the implementation system, the post responsibility system and various operating procedures are the guarantees, and their common purpose is to provide excellent services to customers.