Catering Successful Case Analysis, Catering Service Case Analysis

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?

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.

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. From the case, it can be seen that the decision-making process of Mr. Lao to book a restaurant is based on the following factors:1

Taste experience: Mr. Lao came to the restaurant first to taste the noodles with good taste, which shows that taste is one of the important factors in Mr. Lao's decision-making process. 2.

Service quality: During the meal, the waiter Xiao Qin's enthusiasm and thoughtful service left a good impression on the old man, proving that the service quality of the restaurant was recognized by the old man. 3.

Brand Awareness: After looking at several restaurants, Mr. Lao finally decided to get engaged at this restaurant, which shows that the popularity and reputation of the restaurant have a great influence on Mr. Lao's decision-making. Based on the above factors, the old gentleman decided to book a wedding banquet for 18 tables at this restaurant.

It can be seen that taste experience, service quality and brand awareness are important factors in attracting and retaining customers in the catering industry, and restaurant operators should pay attention to the promotion and improvement of these aspects.

From the case, it can be seen that the decision-making process of Mr. Lao to book a restaurant is based on the following factors:1Taste Experience:

The old gentleman first came to the restaurant to taste the noodles with good taste, which shows that taste is one of the important factors in the old gentleman's decision-making process. 2.Quality of Service:

During the meal, the waiter Xiao Qin's enthusiasm and thoughtful service left a good impression on the old gentleman, proving that the service quality of the restaurant was recognized by the old gentleman. 3.Brand Awareness:

After looking at several restaurants, Mr. Tu Jing finally decided to get engaged in this restaurant, which shows that the popularity and reputation of the restaurant have a great influence on Mr. Lao's decision-making. Based on the above factors, the old gentleman decided to book a wedding banquet for 18 tables at this restaurant. It can be seen that taste experience, service quality, and brand awareness are important factors in the catering industry to attract and retain customers, and restaurant operators should pay attention to the promotion and improvement of these aspects.

Summary. Friends, if you want to effectively analyze the current situation of restaurants, it is recommended to start from the following aspects:1

Market size and trends: Understand the size and trends of the overall F&B market, as well as the changes in consumer spending habits and needs. 2.

Competitor analysis: Analyze competitors of the same type, including their positioning, services, dishes, marketing strategies, etc. 3.

Customer Analysis: Understand the main customer groups of the restaurant, including their consumption habits, per capita consumption level, and satisfaction with service and food quality. 4.

Menu analysis: Analyze the menu, including the variety of dishes, tastes, **, etc., to understand the popularity and profit points of the dishes. 5.

Operational efficiency analysis: Understand the costs and benefits of your store, as well as your operational efficiency and profitability. The analysis of the above aspects can provide a more comprehensive and in-depth understanding for decision-makers of catering enterprises, and provide a powerful reference for business improvement and expansion.

Good friends, if you want to effectively analyze the current situation of restaurants, it is recommended to start from the following aspects:1Market Size & Trends:

Understand the size and development trends of the entire F&B market, as well as the changes in consumer spending habits and needs. 2.Competitor Analysis:

Analyze competitors of the same type, including their positioning, services, dishes, marketing strategies, etc. 3.Customer Analysis:

Understand the restaurant's main customer groups, including their consumption habits, per capita consumption level, and satisfaction with service and food quality. 4.Menu Analysis:

Analyze the menu, including the variety of dishes, tastes, **, etc., to understand the popularity and profit points of the dishes. 5.Operational Efficiency Analysis:

Understand the costs and benefits of your store, as well as operational efficiency and profitability. The analysis of the above aspects can provide decision-makers of catering enterprises with a more comprehensive and in-depth understanding, and provide a powerful reference for the improvement and expansion of business. <>

What are the aspects of store planning?

Store planning is an important step when opening a store or business. The following aspects can help determine store planning:1

Location: Choosing a good location is the key to store planning. Factors such as surrounding population density, ease of transportation, competitors, and consumption levels must be taken into account.

2.Store layout: A store's layout should be arranged in such a way that guests can easily find what they need, while also having enough space for guests to browse and shop.

3.Product Positioning: Determining the target market for store planning and product positioning is crucial.

It is necessary to understand the <> of the target market, product type, brand, etc