Service quality is the soul of service industry, and low service quality has become a bottleneck restricting the development of restaurants. Restaurants should

effectively ensure the service facilities, elaborate the catering menu, constantly innovate the catering dishes, standardize and optimize the service process, correctly handle the customer complaints, establish the reward and punishment system for employees, effectively implement the staff training, and communicate and cooperate with the chefs, employees and managers, so as to effectively improve the quality of catering services.

with the rapid development of the service industry, the management has paid more and more attention to service quality, which is not only an important means to expand sales and

compete for the market, but also directly affects the realization of economic benefits. Therefore, how to timely and accurately diagnose the problems existing in the service quality of restaurants < P > and take effective measures to continuously improve and optimize the service quality has become an important issue for the industry.

based on the concept definition and characteristics analysis of restaurant catering service quality, this paper discusses the measures to improve restaurant catering service quality.

1 The content of restaurant catering service quality

Scholars have defined service quality from different angles. Rust and Oliver define service quality as

in three aspects: service product, service process and service environment. Gronroos put forward that service quality includes technical quality and functional quality. The technical quality of service means the quality of service results, which refers to whether the quality standard, environmental conditions, network setting, service equipment, service items and service time of the service itself are suitable for and convenient for customers. The functional quality of service indicates the quality of service process, which means

whether the manners, attitudes, procedures and behaviors of service personnel meet the customer's needs in the service process [1].

in short, service quality refers to the sum of the characteristics of service to meet customer needs. The quality of catering service in restaurants refers to the degree to which the services provided by restaurants are suitable for and meet the physical and psychological needs of customers, relying on their own

facilities. The author thinks that the service quality of restaurant catering clothes includes three aspects: equipment quality, product quality and service level. Equipment quality is the material element of catering service quality, the hardware facilities for guests to provide catering service, the material environment for service, and the necessary condition and material carrier for restaurants to provide services. Product quality refers to the catering products provided by waiters to customers in the process of catering service, mainly including restaurant dishes, snacks, drinks and so on. The quality of

products produced in restaurants needs the cooperation and cooperation of backstage operation and front desk service. The backstage chef prepares exquisite dishes, the waiter delivers the

dishes at the first time, and the bleachers serve the dishes at the first time. The quality of restaurant catering products is one of the key factors for customers to evaluate the quality of catering services. Service level refers to the level of service provided by waiters to customers to meet their needs during the operation of restaurants, including personal hygiene, manners, appearance, service attitude, service skills and work efficiency of waiters.

2 characteristics of restaurant catering service quality

2. 1 comprehensiveness

Restaurant catering service quality is composed of three parts: equipment quality, product quality and service level, which comprehensively reflects the management and service ability of restaurants. The quality of service depends not only on the quality of catering facilities, but also on the quality of dishes provided by the kitchen, and more importantly on the service level of waiters in various positions in the restaurant, such as their service attitude, service skills and service efficiency, etc., and the subject of evaluating the quality of service

-customers often have greater subjectivity when evaluating the quality of service. 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 when the customer finishes eating. In such a short

time, in order to successfully complete a series of basic tasks such as welcoming guests, ordering dishes, serving dishes and pouring wine, and provide customers with satisfactory and surprising customized services, leaving a long-term good impression on customers, waiters must pay great attention to their work and customers in each service process.

In this way, short-term services not only cultivate loyal customers, but also enhance the visibility and reputation of the restaurant.

2. 3 Coordination

There are many links from the backstage production of a restaurant to the provision of dining services to customers, and whether each link can be effectively connected and coordinated

will directly affect customers' evaluation of the service quality of the restaurant. For example, the delivery man put the food in the wrong room, and the bleachers were busy pouring < P > wine for the guests and didn't check the menu in time, which led to the customer's dissatisfaction with the service. This situation will be remedied

in time if employees can cooperate and cooperate effectively. For example, the vegetable delivery staff found that the bleachers were very busy and could take the initiative to check the menu; If the food has been served, then the bleachers can

explain to the customers and give them some discounts to remedy the problems caused by the wrong food in time. In other words, employees can cooperate and cooperate with each other < P > in their work, which can not only save mistakes in their work, but also improve customers' satisfaction with hotel service quality.

3 Problems in the service quality of restaurants

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

First, the management of restaurants pays too much attention to economic benefits, and the management of service facilities is not in place, or the customers are not satisfied because they are not inspected and improved or repaired in time. Second, blindly follow the trend of dish innovation, without studying customer needs and forming its own characteristics. Third, managers have a weak sense of service quality management. Although many managers acknowledge the importance of service quality verbally, they fail to implement it in action, resulting in poor service awareness, poor service attitude, irregular service and frequent service failures. At the same time, there is a lack of regular communication between management and service. Fourth, it failed to formulate a scientific employee reward and punishment and assessment system and conduct effective employee training.

4 measures to improve the service quality of restaurants

Improving the service quality of restaurants is the main means to achieve customer satisfaction, but how to do a good job in service quality management has always been controversial in the theoretical circle. Some scholars believe that catering services should use resources most economically and effectively to improve service quality [2]; Other scholars point out that to

improve the quality of catering services, all services should be done perfectly, with "zero defects" or "no defects" [3].

in my opinion, 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. We can improve the quality of restaurant catering service from the following aspects:

.

4. 1 Effective guarantee of service facilities

Generally speaking, the service facilities in restaurants are relatively complete, but customers are not satisfied. The main reason is that restaurants have not done enough in the meticulous management of service facilities. The author visited some restaurant enterprises and found that some restaurant service facilities were not < P > repaired, updated and maintained in time with the passage of business hours. For example, part of the ground is damaged, some tables and chairs are incomplete and the paint surface is damaged, some table cloths are obsolete and broken

, a few bowls, chopsticks, cups and saucers are defective, the faucet in the bathroom is corroded and accessories are lost, there is no toilet paper or inferior toilet paper in the toilet paper bucket,

the hand sanitizer is shoddy and filled with water, the air conditioner can't operate normally, the aging of the TV set leads to unclear images, and the TV set is not connected to the optical fiber and has fewer channels.

The remote control panel of the video camera and air conditioner is out of order ... These problems may 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 small amount of money. In view of this, the wine

building should establish a more detailed inspection and improvement system of service facilities, find problems in time, and make immediate rectification, so that the service facilities of the restaurant can adapt to the grade of the restaurant from the beginning to the end.

4. 2 Elaboration of catering menu

Elaboration of 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, highlight the characteristics of dishes, and

reflect the cultural taste. Besides indicating the name of the dish, the carefully-made menu also needs to further indicate the main raw materials, quantity, cooking method < P > and taste type of the dish, so as to improve the "transparency" of the dish and make customers avoid ordering mistakes. In order to stimulate customers' consumption, it can also be accompanied by exquisite photos

and patterns, so that customers can see at a glance. For example, cartoon animals or characters can be used in the children's set menu; The wedding banquet menu can be supplemented with "soul mate" patterns, etc.

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

Restaurants can make use of menu, which is the key factor of "materialization" of catering products. On the one hand, on the basis of understanding customers' needs and consumption psychology, restaurants can formulate dishes with different price points according to their different consumption levels, which provides an effective basis for customers to evaluate catering quality before buying. On the other hand,

restaurant waiters can use the menu to introduce the dishes to customers, and let customers know the cooking methods, production characteristics and profound connotation of food culture before eating, which can play a certain role in shortening the waiting time of customers and relieving their emotions.

4. 3 continuous innovation of catering dishes

in order to survive, restaurants must constantly strengthen product development and innovation, not only introduce new varieties in due course, but also improve the production technology and product quality of old varieties on the basis of maintaining

their traditional styles, so as to make products better. The innovation of dishes is consumer-centered, and on the basis of paying attention to the balance of meals, we fully develop and make use of the reasonable collocation between the main ingredients, auxiliary ingredients and ingredients, so as to create an economical and popular dish that not only has the characteristics of ordering food, but also meets the needs of consumers' eating habits and hobbies.

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

based on the principle of "one dish with one style, one hundred dishes with different flavors", so that each dish has its own characteristics. At the same time, it is necessary to strengthen the chef's study and reference of various cooks'

skills, so as to make the dishes more vigorous.

4. 4 standardization and optimization of service process

standardization of service process requires waiters to carry out work according to service process, which is not only beneficial to inspection and quality control of service process, but also beneficial to optimization and reengineering of service process. It is a common problem for employees to be "busy" or "busy and idle unevenly" in service work. Restaurants should not only pass the system guarantee, but also have supervision measures and implement them effectively. While formulating rigid system, we should also pay attention to the humanistic care for employees. For employees, too strict management will change ways to drill loopholes in the system, and even collectively confront the system; Too loose, and 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 completion of the service personnel regulations, but also conducive to the supervision and quality control of managers. In addition, the facilities, equipment and management methods of restaurants must be adapted to their actual situation < P >, thus helping employees to be liberated from heavy manual labor and improving the anxiety of service personnel [5].

4. 5 correctly handling guest complaints

correctly handling complaints requires a correct understanding first [6]. Complaints are a rare opportunity for restaurants to find errors. Although customer complaints bring certain economic losses to restaurants, they can find errors and improve services. Customers who don't complain often change their places of consumption, and even

because these customers who don't complain are passed on by word of mouth, the restaurant loses other old customers and potential customers, and the economic loss will be more serious. Catering service itself is a process of constant maturity, constant innovation and often repeated 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 make them know the mistakes, find out the causes of the mistakes, guide and standardize services, encourage employees to continuously improve service quality through learning, and encourage technological innovation in services

. However, improper handling can only make the service personnel dissatisfied, increase the pressure in service work, and make them no longer have the motivation to voluntarily provide customers with < P > quality services. After a correct understanding, customer complaints should be handled quickly [7]. The process of handling complaints also needs to be institutionalized. Service

staff should first apologize to customers who complain, calm their emotions, and respond actively and quickly, so that customers can feel the sincerity and understanding of the service staff, which can greatly improve customers' perceived service satisfaction and create a market image of quality service for the restaurant. Restaurant enterprises

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 Establishment of a fair employee assessment and reward and punishment system

Whether a restaurant assesses employees' performance fairly and rewards and punishments will have a great impact on employees. Therefore, restaurant managers should

treat every employee in the enterprise fairly in order to improve their work enthusiasm and satisfaction. First of all, restaurant managers should define the work scope and responsibilities of each

employee, including putting forward clear expectations for employees' behavior. Secondly, restaurants should formulate a reasonable and effective assessment and reward and punishment system, so as to correctly determine the employees to be rewarded or punished. 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 the efficiency of work performance, not to deal with employees, which can reduce the psychological burden of employees and make them treat evaluation correctly. Fourthly, restaurants should publish the evaluation results in time < P >, and it is best to give feedback to all employees at departmental meetings once a month. When feedback the results, we should emphasize the affirmation of achievements, and give < P > affirmation of what we have done well, so as to satisfy employees' psychology, work more actively and drive other employees; At the same time, it is also necessary to explain the shortcomings and provide reference opinions for future efforts

.

Effective implementation of staff training

Restaurant staff may have some shortcomings, such as untidy clothes, unclean hands and nails, bad breath and body odor, unfriendly working conditions, poor language expression ability, poor understanding ability, poor service skills and difficulties in communicating with customers. When an accident happens,

, there is a lack of solving skills, insincere attitude towards dispute resolution, mutual help among colleagues, and even bickering ... Therefore, staff training should be strengthened in the liquor

building to improve the service quality of staff as a whole.

Restaurants should set up specialized training institutions, establish a complete and systematic training system, and reasonably distinguish training levels, so that the training contents, methods and steps can be closely combined with the actual work needs of employees. Because most catering waiters have low academic qualifications, more attention should be paid to the methods and forms of their training to adapt to the psychology of modern people.