What are the main aspects of "customer first" in catering?

The business philosophy of hotel catering industry is to correctly handle the relationship between hotel management and external environment and guide the hotel catering industry to carry out various business activities.

Hotel catering business philosophy mainly has the following four aspects.

First, the service concept

1. The service concept of hotel catering manager.

The service concept of hotel catering managers refers to the desire and consciousness of managers to provide satisfactory services for hotel customers. Hotel catering industry not only serves the internal staff of the hotel, but also serves external customers, investors and middlemen. Hotel managers must have the following service concepts:

1. The idea of serving investors;

2. The concept of serving customers;

3. The concept of serving employees.

2. The service concept of hotel catering service personnel.

The service concept of hotel catering service personnel is mainly manifested in:

1. The concept of "customer first";

2. The concept of personalized service;

3. The concept of customer service interaction;

4. Customer value.

One day, a table of guests was drinking and chatting. The first hot dish was a little salty and the guests didn't say anything. The second course is still a little salty. The guest asked the waiter if it could be a little lighter. The waiter agreed, but did not inform the kitchen immediately. After the third course was served, the food was still salty and the guests were very unhappy. He asked the waiter why the food was still so salty and made a complaint.

Because everyone has different tastes, the requirements for the salinity of dishes are different, and because of the chef's operation problems, the salinity of dishes may be different. Whatever the reason, as long as the guests put forward, restaurants and kitchens should be adjusted immediately according to the taste requirements of the guests.

Second, the people-oriented concept

The humanistic concept in hotel catering management is mainly reflected in the following aspects.

1. The concept of manual operation.

All activities of hotel catering industry are for people, and hotel catering industry exists and produces for people's needs. Hotel catering industry is composed of people as the main body, relying on people for production and business activities, but also for people's production needs.

2. People-oriented management thought.

The management essence of hotel catering industry is the management and operation of people. In the service production and sales of hotel catering industry, people (hotel employees) are the only production factors that can be combined with capital and all production tools; In the service operation of the hotel, people (customers) are the service objects of the hotel, and the service products of the hotel catering industry are set and produced according to their needs. From the perspective of service interaction, they are also factors of production. Therefore, in hotel management, we should put people's management and operation in the first place, communicate, coordinate and manage people involved in service management, respect people's physiological and psychological needs and the law of their occurrence and development, meet the legitimate material and cultural needs of customers and hotel employees as much as possible, mobilize and stimulate the initiative and enthusiasm of hotel employees, and provide high-quality service products for hotel catering consumers, so as to achieve the business purpose of hotel catering industry.

3. The concept of human capital.

Manpower is the most important resource and wealth of hotel catering industry. The main driving force and decisive factor of economic growth in modern society is human capital. Knowledge-based methods and means such as education, training and technology promotion are the key to the formation of human capital in hotel catering industry, and the level of human capital is measured by the level of education. Hotel catering industry must implement the talent strategy including talent discovery, selection, training, attracting and retaining, and give full play to the role of talents in order to achieve the management purpose of improving service quality.

4. Full thinking.

The realization of hotel catering business objectives must rely on the efforts of all hotel staff. The concept of all employees emphasizes giving full play to the enthusiasm and creativity of all employees, and promoting the improvement of hotel service efficiency and realizing quality assurance through the enthusiasm of employees. The thought of all staff is the embodiment of humanistic management thought.

Employees who lack enthusiasm will be absent from work for no reason and change jobs. What's worse, the service quality of the hotel will be very low. Darrell Harry Leonardo, CEO of Hyatt Hotels Group, believes that the responsibility of motivating employees mainly lies with managers:

"If I have learned anything in the service industry in the past 27 years, it is that 99% of employees are willing to do their jobs well. Their behavior is only a reflection of their employer's behavior. When employees are dissatisfied with their work, the phenomenon of intentional absenteeism will increase, productivity will decrease, work quality will deteriorate and turnover rate will increase. "Harry Leonardo believes that as a hotel manager, we should explore the incentive theory and strive to build a high-performance work team.

5. Hotel catering culture and values.

The basic means to realize humanistic management concept is to cultivate hotel culture. Hotel culture emphasizes the common beliefs, values, goals and ideals, hotel style and hotel image of hotel employees. Hotel culture regards people as the first element, trying to change people's ideas through different methods, arouse people's enthusiasm, and realize the concept change from economic person to social person and then to cultural person.

Third, the concept of competition.

Under the background of globalization, internationalization and integration of economic development, the interdependence between countries and regions is deepening, and the dependence of hotel catering industry on suppliers, customers and market competitors is also increasing. The traditional pattern of isolated operation of hotel catering industry has been broken, and hotel catering industry can no longer obtain strong competitiveness by single operation and service. The interaction and influence between hotels, between hotels and customers, between hotels and suppliers, and between hotels and other related groups are increasingly close, and they have entered an era of competition and cooperation from isolated production to cooperative management, from product-oriented to relational, from independent development to interactive cooperation.

The competition between hotels is the embodiment of the essential characteristics of market economy and an inevitable market behavior. Hotel catering industry is in an open market environment composed of competitors, customers and suppliers, and must rely on their respective advantages to make profits in order to survive and develop. In order to compete for market share, hotels will have conflicts with competitors: in order to get more profits, hotels will have conflicts with customers; In order to reduce the product cost, hotels will have disputes with suppliers. What's more, due to the influence of information asymmetry and opportunistic behavior, moral hazard and self-interest behavior between hotels often lead one party to gain short-term benefits at the expense of others. The final result of price competition for market share is the hotel's "lose-lose". Therefore, the concept of competition pays attention to the win-win effect of market competition and the cooperative partnership in competition. The win-win and cooperation emphasized by the competition concept are embodied in the following aspects.

1. Two-way reciprocity of service subject and object.

The competitive concept of hotel catering industry holds that the service transaction between hotels and customers should be a two-way reciprocal process, from which both parties can gain certain benefits-the hotel gains profits and credibility, and the customers gain satisfaction, benefits and value. Therefore, in the operation of hotel catering industry, hotels must consider how to bring good psychological feelings and experiences to customers, create hotel profits and reputation, and make customers obtain satisfaction, income and value of hotel consumption. In the transaction of hotel service products, customers take feeling and emotional leverage as the yardstick to measure the price, value and attractiveness of hotel service products. Therefore, the hotel catering industry should not only pay attention to the price and value of the service products it provides, but also pay attention to the spiritual needs and psychological feelings of customers and give them a sense of satisfaction in consumption. In this way, the hotel catering industry and customers can realize their respective needs and interests and gain mutual benefit.

One day, several guests went to a western restaurant for dinner. After being seated, the guest told the waiter that it was the first time to eat western food. Can you introduce me?

Jason Chung, a waiter in the restaurant, enthusiastically introduced the first course, soup, salad, main course and dessert to the guests, and recommended some foods suitable for the people of China, so that the guests can not only taste authentic western food, but also avoid wasting too much food. At the same time, Jason Chung also took the initiative to introduce the etiquette and common sense of eating western food to the guests. After dinner, the guests were very grateful and said to Jason Chung: We not only ate delicious western food today, but also learned western etiquette, which was very rewarding. Your service is very good. We will come here for dinner next time.

2. The benign cooperation of competitors.

The competitive concept of hotel catering industry advocates that hotels must know how to properly combine their core competence and technical expertise with other favorable competitive resources to make up for their own shortcomings and limitations and gain greater competitive advantages. Hotel catering industry should establish a benign cooperative relationship with competitors, customers and suppliers. In order to achieve mutual benefit and win-win results.

The cooperation between hotel catering industry and competitors is a mutually beneficial process, and the competitiveness of both sides can be strengthened. All partners can make full use of the advantages of complementary resources to jointly develop new products and jointly organize service projects and activities; Transfer market information to each other, exchange customer and business information, and jointly resist unfair competition by formulating mutually restrictive terms and contracts that * * * will abide by.

3. Supplier partnership and reverse support.

The operation of hotel catering industry is not only related to consumers and competitors, but also restricted by suppliers to some extent. As the upstream end of the hotel product chain, suppliers not only provide products to hotels, but also affect the production, sales and provision of hotel service products. As a hotel partner, the supplier's supply price, supply capacity and quality directly affect the price, service speed, service efficiency and service quality of hotel service products. Therefore, the hotel catering industry should form a partnership with suppliers with the same interests and provide reverse support and services to suppliers.

Fourth, innovative ideas.

The management innovation of hotel catering industry refers to the process of constantly improving, perfecting and innovating the production system of hotel service products under the guidance of market demand and hotel management objectives. The needs of hotel customers are constantly changing, and technological innovation has also promoted the emergence of new products and new demands, as well as the changes in the production and demand forms of new products. The sustainable development of hotel catering industry must be innovated according to the demand of consumer market. Therefore, the innovative concept of hotel catering management emphasizes that we must constantly innovate the organizational form and production action system of hotel services according to the hotel development strategy, business objectives and action practice to ensure the sustainable development of the hotel.

In terms of innovation, the innovation of hotel catering industry includes not only overall and systematic innovation, but also individual and local innovation in service production and management. From the content level of innovation, hotel catering industry innovation can be divided into concept innovation, technology innovation, product innovation, market innovation and service management innovation. Among them, conceptual innovation is the forerunner of all innovations, technological innovation is the driving force and support of other innovations, product innovation is the ultimate goal of hotel innovation, product innovation needs market innovation to provide a stage to realize value, and service management innovation is the foundation of innovation system. Only through management innovation can the hotels operating under the market economy system be in an organic, dynamic and coordinated development state.