(I) On-site control of catering service quality

The so-called on-site control refers to supervising the on-site catering service, making it standardized and procedural, and handling accidents quickly and properly. This is one of the main responsibilities of the front office manager and supervisor, and the restaurant manager should also take site control as an important part of management. The main contents of field control are:

1. Control of service procedures. During the meal, the front office manager and supervisor should always stand in the front line, and direct the waiter to serve according to the standard service procedures through personal observation, judgment and supervision, and find the deviation and correct it in time.

2. Control of serving time. Master the first pouring and serving, ask the guests for instructions and respect their opinions; In the process of starting a meal, it is necessary to grasp the time and speed of the guests' meal and the cooking time of the dishes, so as to be just right. Don't let the guests wait too long, nor should all the dishes be served at once. The restaurant supervisor should always pay attention to and remind them to master the serving time, especially for large banquets. The timing of serving should be mastered by the restaurant supervisor.

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. If a drunken guest is found, the waiter should be warned to stop adding alcoholic drinks. For drunken guests, try to help them leave early to protect the atmosphere of the restaurant.

4. manpower control. During the meal, although the waiter is responsible for the stand in different areas, he serves in a fixed area. The arrangement of the number of waiters should be determined according to the nature and grade of the restaurant (generally, the restaurant or dining table with medium service standard can arrange the service area according to the workload that each waiter can receive 21 individual customers per hour). Generally speaking, the higher the grade of the restaurant, the higher the service standard, so the stronger the service force will be. Some luxurious private rooms even need two or three waiters to hold the table, top-class restaurant service, and maybe one waiter serves one guest. In short, it depends on the specific situation of the restaurant, to be equipped with service personnel, for human control. In the course of operation, the supervisor should also re-divide the work according to the changes of customer conditions. For example, if there are too many guests in a certain area suddenly, we should transfer staff support from another area and then transfer back to the original service area after the situation is normal.

when the climax of dining has passed, some employees should be allowed to take a rest after work, and some people should be left to work, and then exchange at a certain time to improve work efficiency. This method is especially necessary for hot pot halls, tea halls and cafes with long business hours.

(2) 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 control service in the future 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, chefs and middle and senior managers. Therefore, after each meal, a brief summary meeting should be held to improve the service quality in time. The external system of information feedback means that information comes from guests and friends. In order to get the opinions of the guests in time, a guest opinion table can be placed on the dining table, and after the guests have eaten, they can also take the initiative to solicit the opinions of the guests. Complaints returned by guests through the lobby, marketing department, public relations department and senior management personnel are strong feedback information, which should be highly valued to ensure that similar quality deviation will not happen again in the future.

to establish and improve two information feedback systems, the front office manager must personally or arrange personnel to record each feedback information, which is conducive to the improvement and continuous improvement of service quality and better meet the needs of guests.