提高中小型餐饮企业营业高峰期服务质量的对策

Measures of improving service quality at business peak in small and medium-sized catering enterprises

家庭和私人消费增多给中小型餐饮企业带来很大的发展机遇,但规模小、档次低、人员素质不高、服务不规范等原因造成了中小型餐饮企业餐饮服务质量的不稳定。中小型餐饮企业应根据餐饮服务质量的特征,从调节服务供求关系、适度员工授权、加强监控、及时补救、合理配置人员、主动听取顾客意见、制定服务规范、加强人员培训等方面入手,提高餐饮服务质量。

The increase of family and private consumption has brought about significant developing opportunities to the small and medium-sized catering enterprises. However, the unsteady service quality has been caused due to the small scale, lower quality level, weak qualifications of attendants and nonstandard service in the small and mediumsized catering enterprises. The small and medium-sized catering enterprises can improve service quality according to the features of catering service quality from the following aspects： regulating supply and demand in service, authorizing considerate powers to personnel, strengthening supervisory, making timely remediation, allocating personnel reasonably, taking the initiative in listening to the customer＇s suggestion, making service standard and training attendants.