Catering Management Case Study Urgent!! 20

The public is selfless and deals with it according to the rules and regulations of the enterprise, and China's enterprises cannot go far, not big, because they care about the relationship, go the way, and are too selfish.

First of all, Li Sha is the first person responsible, the evidence is conclusive, the company's things are not allowed for personal use, even if others give you are not allowed, so as to educate employees, the system is not discounted, and there is no flexibility.

If the head chef gave it to Lisha, the punishment should be increased.

And then the contribution should not be underestimated, if Li Sha does go to help, she should advocate, praise or reward.

The general principle is that the credit is due to the fault, and it is dealt with quickly, and it is not allowed to drag mud and water, so as to have the execution and efficiency.

1.Directly expelled Lisha. Even if it was something that Master Wang gave her, she couldn't take it.

What's more, Master Wang doesn't have this right to give. Firing one gives a warning to all employees. However, before the expulsion, I would talk to her separately about whether something similar had happened before.

Children with little social experience should not lie.

2.The master who has been working for 12 years must rely on the old and sell the old at work, and it is possible for him to use that little thing to please the beautiful little girl. If there are other good chefs in the restaurant, it's best to fire him as well.

But before you make the above decision, it's a good idea to sit with your staff during meals and ask them about anything that's going on in the restaurant during mealtimes. Because the people who know the most about the whole hotel are the staff below. You can also learn about some company information from financial executives and other personnel.

First of all, we should directly find out the reason, was it only Li Sha and the head chef who were in the kitchen that day? Could there be someone else?

Conversations should be conducted separately.

Forehead... Did you study a hotel? Me too, why didn't we learn this case?

One evening, the Chinese restaurant of a five-star hotel in Beijing was receiving foreign guests, tour groups, and conference groups. Sun Sheng is the interpreter of a company responsible for receiving foreign guests, and after arranging the foreign guests, he and his colleagues went to the next work restaurant for dinner. After Sun Sheng took his seat, the waiter served tea and herbal tea, but after waiting for a long time, no other dishes were served.

He couldn't help but rush the waiter, who told him that he was too busy today and asked him to wait a little longer and serve the food immediately. Sun Sheng waited for a long time, but still did not see the food served, and the dishes on his table were almost served at this time. Sun Sheng and his colleagues urged them twice, but they just didn't serve them food, and Sun Sheng was angry and didn't ask anymore.

After the foreign guests finished eating, Sun Sheng took them directly to the car. At this time, the waiter chased to the car door and asked Sun Sheng to sign the bill and settle the bill. Sun Sheng said angrily

I didn't eat at all, I didn't settle any bills." "I'm sorry, sir. I've been so busy today that I've neglected your table.

Otherwise, you will be served a dish and duck to take away, but please settle the bill first. The waiter said anxiously. "Although we are also service staff, but to your hotel are all guests, the treatment is also equal, you serve food to foreign guests and other tables, just don't serve us food, urge a few times and it doesn't work, so that we haven't eaten yet.

If you want to settle the bill, just find a 'foreigner'," Mr. Sun said and got into the car. Seeing this, the others hurriedly persuaded Mr. Sun, and the foreign guests in the car also asked about it. In the end, Mr. Sun returned to the restaurant with the waiter to settle the bill.

He refused the "dinner" that the restaurant had packaged for him, only the waiter said, "Remember this lesson and don't ignore any of the guests in the future." ”

Question 1: What are the deficiencies of the restaurant in terms of management from this example?

Question 2: Using the PDCA round-robin method, how should the hotel avoid the above problems from happening again?

1. Catering costs and their control methods.

2. Exploration of the implementation of green food standards in the catering industry.

3. Analysis of the pros and cons of using standard recipes in kitchen production.

4. Analysis of the coping strategies of catering enterprises to changes in the external environment.

5. Analysis of the training strategy of catering grassroots management personnel 6. Thinking on the transformation and development strategy of the catering industry under the background of high-end catering cold.

7. The current situation, problems and countermeasures of the salary composition of employees in catering enterprises.

Summary. <>

<>Hello, dear, I am happy to answer for you: Hello, from what aspect do you want to analyze the case of ignoring guests? A group of guests came to a restaurant, and after ordering, they ordered two more bottles of beer.

One of the female guests said she couldn't drink, and then turned to the waiter and asked the waiter what was the beer? The waiter said, "I'll bring you a bottle and take a look."

She brought a bottle and looked at the words 11 degrees on it, and said that the beer was 11 degrees. The guest said, "How can there be such a high beer?"

He took it and looked at it and realized that 11 degrees refers to the degree of wort, and beer is degree. Analysis: This is a service staff who is not well trained in catering.

For drinks and dishes, through training, the service staff must know the basic information and be able to communicate with the guests. Only if you are professional, can you convince your guests and improve the quality of service.

Case studies of the F&B industry ignoring guests.

<>Hello, dear, I'm glad to answer for you: Hello, where do you want to analyze the case of ignoring guests? A group of guests came to a restaurant, and after ordering, they ordered two more bottles of beer.

One of the female guests said she couldn't drink, and then turned to the waiter and asked the waiter what was the beer? The waiter said, "I'll bring you a bottle and take a look."

She brought a bottle and looked at the words 11 degrees on it, and said that the beer was 11 degrees. The guest said, "How can there be such a high beer?"

He took it and looked at it and realized that 11 degrees refers to the degree of wort, and beer is degree. Analysis: This is a service staff who is not well trained in catering.

For drinks and dishes, through training, the service staff should know the basic information of the trouser and be able to answer the questions with the customer. Only if you are professional, can you convince your guests and improve the quality of service.

On average, a restaurant loses about 10 to 30 customers a year, and many companies don't know which customers they are losing? Why is it lost? Not to mention how serious the impact this will have on their sales revenue and profits?

With the same amount of effort, only 5 percent are likely to acquire new customers, but 40 percent are likely to regain old customers, and every 100 satisfied customers will bring 25 new customers. For every customer complaint received, it means that there are 20 more customers who feel the same way; It takes 6 to 10 times more work to acquire a new customer than to maintain an old one; The customer level will increase by 2%, and the turnover will increase by 40%. They are your lifesavers, they are called

Old customers, since we can't immediately improve our dishes, service, marketing, environment... What we can do now is to retain first, and then innovate. For restaurant management, the most important thing is to do repeat customer business, and the gold and silver cups are not as good as the reputation of customers. If a restaurant has a good reputation for customers, the business will be funny, in the restaurant management, if you do not pay attention to the management and service of customers, it will make the restaurant's service decline, the innovation ability will be reduced, and bring opportunities to competitors.

Customer resources are the wealth of the restaurant and the fundamental source of the restaurant's sustainable operation, and many catering operators blindly attract new customers but ignore the maintenance of the relationship with old customers.

Summary. 1.Analyze the cause:

First of all, it is necessary to analyze the causes of customer churn, and can understand customer needs and satisfaction through questionnaires, customer complaints, customer feedback, etc. 2.Improving the service:

According to the needs of customers, improve the service of the hotel, improve the quality of service, and provide better quality catering services. 3.Customer Care:

Establish a customer care mechanism, timely feedback customer opinions, provide preferential activities, and increase customer stickiness. 4.Promotions & Marketing:

Promote through network marketing, social marketing and other ways to attract new customers to try the hotel's services. 5.Promotional activities:

Organize various promotional activities, such as new product launches, anniversary celebrations, ** events, etc., to attract new customers to try the hotel's services.

1.Analyze the causes of customer loss: First of all, we need to analyze the causes of customer churn, and we can understand the customer's satisfaction needs and satisfaction through questionnaires, customer complaints, customer feedback, etc.

2.Improve service: According to the needs of customers, improve the service of the hotel, improve the quality of service, and provide better quality catering services.

3.Customer care: Establish a customer care mechanism, timely feedback customer opinions, provide preferential activities, and increase customer stickiness.

Zhengyouzhi 4Promotion and marketing: Promote through network marketing, social marketing and other ways to attract new customers to try the hotel's services.

5.Promotional activities: Hold various promotional activities, such as new product launches, anniversary celebrations, ** events, etc., to attract new customers to try the hotel's services.

A hotel catering case study is a study that studies hotel catering services to improve service quality through the analysis of hotel catering services to enhance customer satisfaction. The case study can include aspects such as restaurant design, service process, food quality, staff service attitude, customer experience, etc. Solution:

1.Evaluate the design of the restaurant to ensure its comfort, functionality, and safety. 2.

Improve service processes to provide a better service experience. 3.Strengthen food quality control to ensure that food is fresh and hygienic.

4.Train employees in service attitudes to enhance service awareness and service ability. 5.

Establish a customer experience model to improve customer experience and satisfaction.

Case study of restaurant complaints.

Case 1: According to the front desk, the guests of room 703 had dinner in the food street yesterday, and after the meal, the guests ordered fish heads and pork ribs and asked to pack them and bring them to the guest room. In the evening, the guest found that there was only one rib, and the guest expressed dissatisfaction.

Processing: After investigation, the fish head ordered by the guest was sold out, and the waiter had explained to the guest and returned the dish, which may have been misunderstood by the guest and mistakenly thought that the dish had been charged and not packed. The first mate has explained it clearly to the guest, and the guest has no objection.

Analysis & Prevention:

Before ordering for guests, the service staff should be clear about the dishes sold on the day to avoid the phenomenon of changing dishes.

For dishes that are temporarily cleared, the service staff should inform the guests in time, ask the guests whether they cancel the dishes or change to other dishes, and apologize to the guests.

In the process of settling for guests, if there is a change of dishes or cancellation of dishes, etc., the relevant expenses can be explained to the guests to avoid similar problems, so that the guests can come happily and consume clearly.

Food and beverage knowledge test questions.

1 People usually refer to banquets that are organized by , have a certain purpose and are more elaborate.

What format do you need to write in, and what kind of content is better?

I'll briefly say one first, if you have any specific requirements, and then look for me.

For example, in a western restaurant, a distinguished guest came. The appetizer was raw oysters. Generally speaking, raw oysters with chablis is known to everyone, because it is a VIP, the waiter brought a bottle of good chablis, gradn cru, there is no problem in terms of service knowledge, but from the perspective of serving wine, although raw oysters are suitable for chablis, but the noble pear, pineapple and other aromas of high-grade chablis will make fresh oysters become fishy and unpalatable, completely ignoring the relationship between wine and cooking, so that even if it is a high-end wine, Guests won't be happy either.

Solution 1, replace it with a bottle of cheap chablis, **80 yuan or so.

2. Propose to the guest that the raw oysters be cooked in butter or olive oil with a slightly thicker sauce.

Is that okay?