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 standard of each post;

(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.

(4) manpower control. During the meal, although the waiters are responsible for the stand in different areas, they serve in fixed areas (generally, the service area can be 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 and the third division of labor according to the change of customer situation ... If there are too many guests in a certain area suddenly, staff support should be transferred from another area, and then transferred back to the original service area after the situation is normal.

When the climax of dining has passed, some employees should be allowed to have a rest first, and some people should be left to work, and then exchange after a certain time, so as to improve work efficiency. This method is especially necessary for restaurants with long business hours, such as cafes.

(3) Feedback control of service quality

The so-called feedback control is to find out the shortcomings of service work in the preparation stage and implementation stage through the feedback of quality information, and take measures to strengthen pre-control and on-site control to improve service quality and make guests more satisfied.

the information feedback system consists of an internal system and an external system. Internal system means that information comes from waiters, managers and other relevant personnel. Therefore, after each meal, a brief summary meeting should be held to continuously improve the service quality. The external system of information feedback means that information comes from guests. In order to get the guests' opinions in time, a guest opinion table can be placed on the dining table, or guests can take the initiative to ask for their opinions after eating. Complaints returned by guests through the lobby, travel agencies, etc. belong to strong feedback and should be highly valued to ensure that similar quality deviations will not occur again in the future.

Only by establishing and perfecting two information feedback systems can the service quality of restaurants be continuously improved to better meet the needs of guests.

iii. supervision and inspection of catering service quality

supervision and inspection of service quality and long-term unremitting training for employees are two magic weapons to do a good job in catering management.

(1) Contents of food and beverage service quality supervision

(1) Formulate and implement various management systems and job specifications. Do a good job in polite hospitality and quality service education. Realize the standardization, standardization and proceduralization of service quality.

(2) Understand the service quality through the feedback system, summarize the positive and negative typical cases in the work in time and handle the complaints in time.

(3) Organize investigation and study, put forward plans, measures and suggestions to improve and improve service quality, and promote the improvement of catering service quality and management level.

(4) Analyze the weak links in management, reform rules and regulations, rectify discipline and correct unhealthy practices.

(5) Organize regular or irregular on-site inspections, and carry out appraisal and quality service competitions.

(II) Main items of catering service quality inspection

According to the requirements of courtesy, appearance, service attitude, cleanliness, service skills and service efficiency in catering service quality content, it is classified into four items: service specification, dining environment, appearance and work discipline, and the list is as follows. This checklist can be used as a detailed rule of routine management, and it can also be quantified as a standard for competition evaluation or employee assessment between restaurants and employees.

when using this restaurant service checklist, you can add or reduce the detailed inspection items according to the level of the restaurant itself and the specific situation of the restaurant, and you can also divide the four categories of inspection items into four checklists for use respectively. In the "Grade" column, you can also change "excellent, good, medium and poor" into scoring standards respectively, such as changing "excellent" into 4 points, "good" into 3 points, "medium" into 2 points and "poor" into 1 points, and finally evaluating the scores of the four major items and 81 detailed rules.