How to improve hotel catering service quality management

How to manage the quality of catering services is not only an important task in the daily management of every hotel, but also a permanent issue in hotel management. Understanding the characteristics of catering products is undoubtedly the basis for good catering service quality management. 1. Catering products and catering services are an organic whole in hotel marketing. With the development of the catering industry, the meaning of catering products no longer only refers to physical products such as dishes, pastries, drinks, etc. that are directly consumed by guests. When guests dine and consume in hotels, of course they must meet their own first needs (physiological needs), that is, they must ingest nutrients to supplement their physiological needs from the food and beverages they purchase (vegetables, pastries, drinks, etc.). To this end, the hotel must constantly explore the technical essence of Chinese cooking and creatively produce dishes and banquets that are excellent in color, aroma, taste, shape and nutrition. At the same time, we must also be clear: when dining, guests must also enjoy the hotel's various catering services, experience the beautiful and comfortable environment of the restaurant, create a good dining atmosphere, and reminisce about the glorious and splendid traditional food culture, so as to satisfy their respect, courtesy, and Various psychological and spiritual needs such as safety, convenience and self-satisfaction. Therefore, modern Pudong products are an organic whole composed of tangible catering objects and intangible catering services, non-catering entity catering environment, equipment, atmosphere and other factors. If we further analyze this organic whole, we can say that, first, this whole is composed of four unique components. 1. Food and beverage items. That is: dishes, pastries, drinks, etc. 2. Catering services. Restaurant service staff provide various services to guests while making them feel various benefits (including psychological feelings). 3. Catering environment. That is, catering equipment and facilities, such as tables and chairs, tableware, environmental decorations, etc., form a dining space with a special style. 4. Dining atmosphere. That is to say, the catering objects, catering services, and catering environment work together to enable guests to achieve emotional promotion during catering activities, form an ideological resonance, and harmonious and harmonious atmosphere, and unconsciously increase the number of catering activities. Consumption. Second, the role and status of invisible catering services are becoming increasingly important. The goal of a hotel should be to provide the best service to guests, and the fundamental business purpose of the hotel is to provide comfort and convenience to guests. In modern society, people regard dining in hotels and restaurants as an important means of communication to exchange feelings. For catering Comprehensive services have also put forward new and higher requirements. Therefore, people's service concepts and service awareness must be constantly transformed and updated through continuous professional ethics and quality training to build service beliefs and values ??that adapt to the development needs of the future era. system to continuously improve the quality of catering services. 2. Understanding the same characteristics of catering products and catering services. Theoretically, catering products and catering services have different connotations. Catering products refer to an objective product that the hotel can provide to meet customer needs. Things that exist on the market, and catering services refer to the "objectively existing" process that a hotel can provide to meet customer needs. However, from the perspective of hotel management practice: catering products and catering services have many same characteristics. Understanding is one of the basic issues in managing the quality of catering services thldl.org.cn (1) Catering products and catering services are extensive and complex. Catering products and catering services are characterized by extensiveness and complexity. It means that there are many factors and work links that affect the quality of catering products and catering services, and they are very complex. We know that the quality of catering products and the procurement, storage, transportation and distribution of food raw materials, the technical level and professional ethics of the chef, and the hotel's quality. Management systems, cooking equipment, environmental conditions, etc. are closely related, and each work link is affected by many factors. For example, the quality of food procurement is affected by society, economy, supplier units and channels, buyer's business ability, professional ethics, etc. factors. These directly affect the quality of catering services. In addition, the hotel's service procedures, waiter's service skills and techniques, service attitude, waiter's service time, service environment, objects, etc., all have a significant impact on the waiter's service quality. Impact, therefore, we say that catering products and catering services are characterized by extensiveness and complexity.

(2) Catering products and catering services are specific and operable. Although there are many links and factors that affect the quality of catering products and catering services, reflecting the characteristics of extensiveness and complexity, due to the factors that affect the quality of catering products and catering services, In terms of various links and factors, each work link and factor has very specific quality standards and objective requirements. Reflect the characteristics of concreteness and operability. For example: there are very specific and operable management standards for the storage and distribution of food raw materials; the production of each dish has more precise quality requirements; the catering environment and atmosphere are important signs of catering service quality management; the personnel structure in society, Changes in quality will lead to changes in requirements for the quality of catering products; restaurant service and other tasks have their own working procedures and service standards. In the daily work of catering operation and management, supervision work is guided according to the specific quality requirements of each link of work. Moreover, the more specific, objective and operable the requirements are, the more high-level catering operation and management can be reflected. . Catering service quality management will leave customers with satisfactory reviews. (3) Catering products and catering services are innovative and developmental. Within a certain period of hotel operation, the specific and operable characteristics of catering products and catering services are very prominent, which is the basis for realizing standardized management. However, with the development of society, people's requirements for the quality of catering food, dining environment, and atmosphere will become higher and higher, and the demand for catering services will change significantly. This change objectively requires catering products and catering services to be higher and higher. Continuously innovate and develop in a direction that adapts to people's dietary needs and meets people's spiritual needs. It is obvious that catering products and catering services are innovative and developing. Only by understanding this innovation and development can we continuously meet customers' needs for the increasingly updated food culture. (4) Catering products and catering services are coordinated and consistent. From the perspective of catering service quality management, 1. There are many links in the back-end service of catering product production and the front-end service of providing catering products to customers, and the work of each link Quality is related to the quality of catering services. Therefore, in these links, all staff must work together and cooperate with each other to achieve a common goal and give full play to their collective talents to ensure the realization of high-quality services and good management. 2. The quality of catering products and the quality of catering services are consistent. Specifically, the quality, specifications, and prices of catering products must be consistent with the service attitude, service skills, and service efficiency of the waiters, and this consistency must be coordinated and consistent with the hotel's overall business policy and purpose. To sum up, catering products and catering services have many characteristics. To re-understand these characteristics is to update and determine catering management standards, to review catering service procedures, to grasp changes in customer needs in a timely manner, and to Specific construction of catering service quality management standards.