it is the purpose of quality control of catering service to make every work of the restaurant focus on providing satisfactory services to guests.

1. Basis of quality control of catering service

To control the quality of catering service effectively, three basic conditions must be met.

(1) service regulations must be established

(2) quality information must be collected

Restaurant managers should know the result of service, that is, whether the guests are satisfied, so as to take measures to improve service and quality; According to the catering service objectives and service regulations, service quality information should be collected through inspections, quantitative spot checks, statistical reports, and listening to customers' opinions.

(3) 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, before new employees take up their posts, they must undergo strict basic skills training and business knowledge training, and those without vocational and technical training and 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. Etiquette and courtesy

2. Service attitude

In restaurant work, you should do the following to show a good service attitude:

(1) Smile, say hello, and preferably repeat the names of the guests.

(2) approach the guests actively, but keep a proper distance.

(3) reserved, calm, and not impatient under any circumstances.

(4) When you encounter complaints from guests, listen to them with an open mind. It is best to ask them to fill in the guest opinion. If it turns out that the service personnel are wrong, they should immediately apologize to the guests and correct them.

(5) When a guest makes unreasonable demands or is wrong, just explain to the guest, and don't ask the guest to apologize, 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 efforts are made in details to make guests feel thoughtful.

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 to achieving a prosperous enterprise"

The experience of these successful people should give us profound enlightenment.

3. Cleaning and sanitation

The cleaning and sanitation work in the catering department is demanding, which reflects the management level and is an important content of service quality, and must be taken seriously. First of all, strict hygiene standards should be formulated, which include:

(1) In terms of kitchen production layout, there should be hygiene standards to ensure that all technological processes meet legal requirements;

(2) Hygienic standards of restaurants and the whole dining environment;

(3) Hygienic standards for jobs;

(4) personal hygiene standards for catering staff.

Secondly, clear cleaning and hygiene regulations and inspection guarantee system should be formulated.

4. service skills and service efficiency

3. methods for controlling catering service quality

according to the three stages of catering service (preparation stage, implementation stage and result stage), catering service quality can be divided into pre-control, on-site control and feedback control accordingly.

(1) Pre-control of catering service quality

The so-called pre-control is all the management efforts made before the meal is started in order to make the service result reach the predetermined goal. The purpose of pre-control is to prevent the deviation of the quality and quantity of various resources used in the meal service.

The main contents of pre-control are:

(1) Pre-control of human resources. Restaurants should flexibly arrange staff shifts according to their own characteristics to ensure adequate human resources. The phenomenon of "nothing to do in leisure time and fatigue in busy time" or the phenomenon that there are more customers but fewer waiters and fewer customers and more waiters in restaurants is an abnormal phenomenon of improper use of human resources.

before the meal, the gfd of the employees must be checked. A few minutes before the meal, all employees must enter the designated positions and stand in the most favorable position for service. The waitress's hands are naturally folded in front of her abdomen or hung down at her sides, and the waiter's hands are placed behind her or close to the trousers seam. All the waiters should wait for the arrival of the guests facing the restaurant population and leave 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, order, order, bottle opening tools and small objects on the workbench. In addition, a considerable number of "table-turning" articles, such as tablecloths, oral cloths, paper, knives and forks, spices, matches, toothpicks, ashtrays, etc., must be prepared.

(3) Pre-control of hygiene quality. Half an hour before the start of the meal, the hygiene of the restaurant should be checked for the last time from the walls, ceilings, lamps, vents and carpets to tableware, turntable, tablecloth, tablecloth and dining chairs. Once it is found that it does not meet the requirements, it is necessary to arrange rapid rework.

(4) Pre-control of accidents. Before the meal, the restaurant supervisor must contact the chef to check whether the customer forecast or banquet order 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 supply of dishes on that day. If individual dishes are out of stock, we should let all the waiters know. In this way, once the guests order the dish, the waiter can apologize to the guests in time to avoid causing dissatisfaction to the guests afterwards.

(II) On-site control of catering service quality

The so-called on-site control refers to the on-site supervision of the ongoing catering service, making it standardized and procedural, and handling accidents quickly and properly. This is one of the main responsibilities of the restaurant supervisor. The manager of the food and beverage department should also take site control as an important part of management. The main contents of field management (www.chinatpm.net) control are:

(1) control of service procedures. During the meal, the restaurant supervisor should always stand at the front line, and observe, judge, supervise and direct the waiter to serve according to the standard service procedure, find the deviation and correct it in time.

(2) Control of serving time. Mastering the serving time should be based on the speed of the guests' dining and the cooking time of the dishes, so as to be just right, so that the guests should not wait too long and all the dishes should not be served at once. Restaurant supervisors should always pay attention to and remind them to master the time of serving, especially for large banquets. The time of serving should be mastered by restaurant supervisors and even the manager of catering department.

(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. If the complaint is caused by the service attitude, the supervisor should not only apologize to the guest, but also change a dish for the guest. Guests who are found to be drunk or about to be 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.