Personal ability of hotel service personnel

Thoughts on improving the quality of hotel catering service Abstract: Service quality is the soul of service industry, and low service quality has become a bottleneck restricting the development of hotels. In view of customers' needs, restaurants should effectively improve the quality of catering services from the following aspects: effective guarantee of service facilities, elaborate catering menu, continuous innovation of catering dishes, standardization and optimization of service process, correct handling of customer complaints, establishment of employee reward and punishment and assessment system, effective implementation of employee training, and good communication and cooperation among chefs, employees and managers. Keywords: restaurant; Catering service; Quality of service; With the rapid development of service industry, hotel management attaches great importance to service quality, which is not only an important means for hotels to expand sales and compete for the market, but also directly affects the realization of hotel economic benefits. Therefore, how to timely and accurately diagnose the problems existing in the hotel service quality and take effective measures to continuously improve and optimize the service quality has become an important issue facing the industry. Based on the analysis of the definition and characteristics of hotel catering service quality, this paper discusses the measures to improve hotel catering service quality. Contents of catering service quality 1 Restaurant scholars have defined the service quality from different angles. Rust and Oliver define service quality as three aspects: service product, service process and service environment. Gronroos put forward that service quality includes technical quality and functional quality. The technical quality of service refers to the quality of service results, and refers to whether the quality standards, environmental conditions, network settings, service equipment, service items and service time of the service itself meet and facilitate the needs of customers; The functional quality of service indicates the quality of service process, which refers to whether the manners, attitudes, procedures and behaviors of service personnel meet the needs of customers [1]. In short, service quality refers to the sum of service characteristics that meet customer needs. The quality of catering service in a restaurant refers to the degree to which the service provided by the restaurant is suitable for and meets the physical and psychological needs of customers based on its own equipment and facilities. The author believes that the quality of restaurant catering service includes three aspects: equipment quality, product quality and service level. Equipment quality is the material element of catering service quality, the hardware facilities for providing catering service for guests, the material environment for service, and the necessary condition and material carrier for restaurants to provide services. Product quality refers to the catering products provided by waiters to customers in the process of catering service, mainly including restaurant dishes, snacks, drinks and so on. The quality of restaurant catering products needs the cooperation and cooperation of background operation and front desk service. The backstage chef makes exquisite dishes, the waiter delivers them at the first time, and the grandstand staff serves them at the first time. The quality of restaurant catering products is one of the key factors for customers to evaluate the quality of catering services. Service level refers to the service level provided by waiters to meet customers' needs in the course of restaurant operation, including personal hygiene, courtesy, gfd, service attitude, service skills and work efficiency. 2 characteristics of restaurant catering service quality 2. 1 The catering service quality of a comprehensive restaurant consists of three parts: equipment quality, product quality and service level, which comprehensively reflects the management and service capabilities of the restaurant. The quality of service depends not only on the quality of catering facilities, but also on the quality of dishes provided by the kitchen, and more on the service level of waiters in various positions in the restaurant, such as their service attitude, service skills, service efficiency and so on. However, customers, the main body of evaluating service quality, are often subjective when evaluating service quality. Therefore, service quality has comprehensive characteristics. 2.2 Transient restaurant catering service and customer consumption are often carried out at the same time, and the service work is basically completed after the customer has finished eating. In such a short time, in order to successfully complete a series of basic tasks such as welcoming guests, ordering food and serving wine. And provide customers with satisfactory and surprising customized services, leaving a long-term good impression on customers. Waiters must pay great attention to their work and customers in every service process. In this way, short-term service not only cultivates loyal customers, but also enhances the popularity and reputation of the restaurant. 2.3 Coordination There are many links from the backstage production of the restaurant to the provision of dining services for customers, and whether each link can be effectively connected and coordinated will directly affect customers' evaluation of the service quality of the restaurant. For example, the delivery man put the food in the wrong room, and the man in the stands was busy pouring wine for the guests and didn't check the menu in time, which led to the customer's dissatisfaction with the service. This situation will be remedied in time if employees can cooperate and cooperate effectively. For example, the deliveryman finds that the stands are busy and can take the initiative to check the menu; If the dishes have been served, the stands can explain to the customers and give them some discounts to remedy the problems caused by the wrong dishes in time. In other words, employees' cooperation and cooperation at work can not only save mistakes at work, but also improve customers' satisfaction with hotel service quality. Thoughts on improving the quality of hotel catering service Abstract: Service quality is the soul of service industry, and low service quality has become a bottleneck restricting the development of hotels. In view of customers' needs, restaurants should effectively improve the quality of catering services from the following aspects: effective guarantee of service facilities, elaborate catering menu, continuous innovation of catering dishes, standardization and optimization of service process, correct handling of customer complaints, establishment of employee reward and punishment and assessment system, effective implementation of employee training, and good communication and cooperation among chefs, employees and managers. Keywords: restaurant; Catering service; Quality of service; With the rapid development of service industry, hotel management attaches great importance to service quality, which is not only an important means for hotels to expand sales and compete for the market, but also directly affects the realization of hotel economic benefits. Therefore, how to timely and accurately diagnose the problems existing in the hotel service quality and take effective measures to continuously improve and optimize the service quality has become an important issue facing the industry. Based on the analysis of the definition and characteristics of hotel catering service quality, this paper discusses the measures to improve hotel catering service quality. Contents of catering service quality 1 Restaurant scholars have defined the service quality from different angles. Rust and Oliver define service quality as three aspects: service product, service process and service environment. Gronroos put forward that service quality includes technical quality and functional quality. The technical quality of service refers to the quality of service results, and refers to whether the quality standards, environmental conditions, network settings, service equipment, service items and service time of the service itself meet and facilitate the needs of customers; The functional quality of service indicates the quality of service process, which refers to whether the manners, attitudes, procedures and behaviors of service personnel meet the needs of customers [1]. In short, service quality refers to the sum of service characteristics that meet customer needs. The quality of catering service in a restaurant refers to the degree to which the service provided by the restaurant is suitable for and meets the physical and psychological needs of customers based on its own equipment and facilities. The author believes that the quality of restaurant catering service includes three aspects: equipment quality, product quality and service level. Equipment quality is the material element of catering service quality, the hardware facilities for providing catering service for guests, the material environment for service, and the necessary condition and material carrier for restaurants to provide services. Product quality refers to the catering products provided by waiters to customers in the process of catering service, mainly including restaurant dishes, snacks, drinks and so on. The quality of restaurant catering products needs the cooperation and cooperation of background operation and front desk service. The backstage chef makes exquisite dishes, the waiter delivers them at the first time, and the grandstand staff serves them at the first time. The quality of restaurant catering products is one of the key factors for customers to evaluate the quality of catering services. Service level refers to the service level provided by waiters to meet customers' needs in the course of restaurant operation, including personal hygiene, courtesy, gfd, service attitude, service skills and work efficiency. 2 characteristics of restaurant catering service quality 2. 1 The catering service quality of a comprehensive restaurant consists of three parts: equipment quality, product quality and service level, which comprehensively reflects the management and service capabilities of the restaurant. The quality of service depends not only on the quality of catering facilities, but also on the quality of dishes provided by the kitchen, and more on the service level of waiters in various positions in the restaurant, such as their service attitude, service skills, service efficiency and so on. However, customers, the main body of evaluating service quality, are often subjective when evaluating service quality. Therefore, service quality has comprehensive characteristics. 2.2 Transient restaurant catering service and customer consumption are often carried out at the same time, and the service work is basically completed after the customer has finished eating. In such a short time, in order to successfully complete a series of basic tasks such as welcoming guests, ordering food and serving wine. And provide customers with satisfactory and surprising customized services, leaving a long-term good impression on customers. Waiters must pay great attention to their work and customers in every service process. In this way, short-term service not only cultivates loyal customers, but also enhances the popularity and reputation of the restaurant. 2.3 Coordination There are many links from the backstage production of the restaurant to the provision of dining services for customers, and whether each link can be effectively connected and coordinated will directly affect customers' evaluation of the service quality of the restaurant. For example, the food delivery staff put the food in the wrong room, and the station attendant was too busy pouring wine for the guests to check the menu in time, which led to customers' dissatisfaction with the service. This situation will be remedied in time if employees can cooperate and cooperate effectively. For example, the deliveryman finds that the stands are busy and can take the initiative to check the menu; If the dishes have been served, the stands can explain to the customers and give them some discounts to remedy the problems caused by the wrong dishes in time. In other words, employees' cooperation and cooperation at work can not only save mistakes at work, but also improve customers' satisfaction with hotel service quality. 3 Problems in the service quality of restaurants Although the management of Chinese restaurants, especially high-end restaurants, is good, there are still many problems in terms of overall service quality: First, the management of restaurants pays too much attention to economic benefits, the management of service facilities is not in place, or customers are dissatisfied. Second, blindly follow the trend of food innovation, did not study customer needs, and did not form its own characteristics. Third, managers have a weak sense of service quality management. Although many managers acknowledge the importance of service quality verbally, they fail to implement it in action, resulting in poor service awareness, poor service attitude, irregular service and frequent service failures. At the same time, there is a lack of regular communication between management and service departments. Fourth, there is no scientific employee reward and punishment and assessment system, and there is no effective employee training. . References: Huang. Study on Interactive Quality Analysis and Control of Hotel Service [J]. Tourism Management, 2004(6): 67-70. [2] Wu Kexiang. On quantitative evaluation of catering service quality [J]. Business Times, 2005 (2): 45-. 2006 (8):19-21.[4] Wu Kexiang. On quantitative evaluation of catering service quality [J]. Business Times, 2005(2): 46-47. [5] Cao. Salary system reform of chain catering enterprises based on customer orientation [J].2006( 10): 77-80.[6] Wang Dawu. Cognition, solution and prevention of hotel guests' complaints [EB/OL]. [March 28, 2008] ... [7] Zhou Jieru, Zhou Chaoming. Research on Customer Complaint and Its Management [J]. Shanghai Management