Measures to improve the service quality of hotel restaurants

Measures to improve the service quality of hotel restaurants

Improving the service quality plays an important role in attracting new customers and retaining old customers. I have compiled articles for you on how to improve the service quality of hotel restaurants, hoping to help you.

1. Enhance service awareness.

only by strengthening the training of employees' service awareness, so that the service awareness exists in each employee's ideological understanding, can the training of service awareness be combined with specific post practice in action, thus providing satisfactory services to customers. Strengthening service awareness is conducive to meeting the diverse needs of customers and providing special services flexibly according to their specific requirements. For example, when registering customer information, we should record some special hobbies, birthdays and other information of customers in detail as much as possible. When guests come to our hotel again, the service staff can provide services according to the records, so that guests can feel the feeling of warm family.

2. Establish a perfect service quality management system.

establishing and perfecting the management system is an effective way to improve the management level of hotel service quality.

first, formulate service quality standards and control methods. The hotel should truthfully record the service process of each post and each link, carefully analyze and study it, improve it according to the quality management requirements, rationalize it and form a service procedure. Standardization of service process is not only the important content of hotel quality system, but also the guarantee of establishing service quality management system. At the same time, the hotel should also formulate service quality inspection procedures and control methods, establish a service quality information feedback system, analyze the reasons why the service does not meet the standards, and put forward improvement measures.

second, the first question responsibility system is implemented. As far as customers are concerned, it can be considered that any employee represents the hotel and should solve problems for them, especially the service personnel who receive customers first. Therefore, we should advocate the responsibility system of first inquiry. All the employees who are working in the hotel are the first to receive customer consultation, that is, the first to ask the responsible person to solve customer problems and put forward requirements. The person in charge of the first inquiry must do his best to provide customers with the best and satisfactory service until the problem is finally solved or a clear answer is given. At the same time, employees should be authorized, mainly to share information and power with front-line service personnel, so that employees can manage and control some work themselves and arouse their enthusiasm. Service personnel directly face customers and need enough power to meet customers' diversified and personalized needs and deal with accidents. Empowering employees can also increase their sense of ownership, improve work efficiency and let customers experience the responsible, enthusiastic and thoughtful service of hotel employees.

third, managers should implement walking management. The vast majority of hotel services take place in various business locations in the hotel, and occur in the process of interaction between front-line service personnel and customers. Managers should not just sit in the office and formulate management documents, but should go to the service site to understand customer needs and the specific work of service personnel, shorten the distance with customers and employees, find out the problems existing in management and formulate more practical management plans.

fourth, coordinate the work of all departments in the hotel. All departments should pay attention to cooperation and communication to form tacit cooperation. All departments of the hotel serve customers, and the transfer of hotel goods requires the cooperation between departments to serve the same customer. To form a cooperative whole among employees and departments, and to enhance the service will is conducive to further improving the service quality of the hotel.

3. Improve the comprehensive quality of hotel staff.

improving the comprehensive quality of hotel staff is an important link to strengthen hotel staff management. Whether employees can provide efficient services for guests depends on their familiarity with job business and practical operation skills. According to the needs of business development and the actual situation of the hotel, the hotel should select talents and allocate posts, formulate a relatively perfect, scientific and reasonable employment mechanism, and pay attention to the technical training, qualification certificates, professional knowledge and value orientation of personnel. The training of employees should also be a continuous process with employees' career, so as to ensure the service quality management level of hotels more effectively.

4. create a harmonious corporate culture.

corporate culture is an important guarantee of corporate cohesion. Hotel corporate culture reflects the same value orientation of all employees, and a good enterprise can form a cooperative and United whole between cultural employees and departments. Hotels can create a harmonious and relaxed working atmosphere for employees by establishing corporate culture, so that employees can serve customers from the heart when facing guests, and customers can feel the real human touch. Hotels should also establish an incentive salary reward mechanism to commend and reward employees who provide quality services, which can arouse the enthusiasm of employees and tap their potential, thus improving the efficiency of services.

A harmonious corporate culture can enhance employees' willingness to serve. For customers, while accepting this service and feeling this corporate culture, they will also enhance their sense of identity with hotel service quality. ;