具体描述
作 者:冯飞 主编 著作 定 价:38 出 版 社:化学工业出版社 出版日期:2012年03月01日 页 数:167 装 帧:平装 ISBN:9787122129253 ● 对客优质服务管理
● 尽量满足客人要求
● 一、自己加工食品
● 二、自带食品要求加工
● 三、代管物品
● 第二节 特殊客人特殊服务
● 一、醉酒客人
● 二、残疾客人
● 三、带小孩客人
● 四、老年客人
● 五、熟人或亲友
● 第三节 巧妙应对常见问题
● 一、菜、汤汁溅到客人身上
● 二、顾客AA制
● 三、客人要求陪酒
● 四、客人有要事谈
● 五、客人想要赠送礼品或小费
● 六、不礼貌客人
● 七、客人损坏物品
● 八、客人偷拿餐具
●部分目录
内容简介
本书主要从对客优质服务管理、餐饮早会管理、餐饮全程营销管理、餐饮收入费用管理、餐饮成本费用控制、餐饮食材管理、餐饮安全卫生管理各个角度进行了讲述。
本书理念新颖，可操作性强，是一本实用的餐馆管理与操作实务读本，可供相关中小餐馆老板、从业人员参考使用，以便于指导他们的工作，也可供相关院校师生教学参考使用。 冯飞 主编 著作 冯飞，方泰认证咨询有限公司不错咨询师，BSI特邀食品安全培训讲师，曾在铭基食品企业任职。十几年的企业现场管理及多年的咨询经历，积累了丰富的实践经验和咨询技能，多年来，辅导和审核了香港天厨、深圳广电集团广视餐饮有限公司、深圳市都乐门餐饮实业有限公司、深圳航空食品有限公司、深圳市福记标准送餐服务系统有限公司、雅培(广州)营养品有限公司、桂林三金集团金可保健品有限公司等近百家知名食品、餐饮连锁、酒店企业。
《品味之道：现代餐饮业经营与创新全攻略》 第一章：餐饮业的宏观图景与发展脉络 本篇旨在为读者勾勒出当前全球及中国餐饮市场的全貌，深入剖析其发展趋势、机遇与挑战。我们将从宏观经济环境切入，探讨人口结构变迁、消费升级、科技进步等外部因素如何深刻影响餐饮行业的格局。 市场概览与细分： detailed analysis of market size, growth rate, and key segments within the catering industry. We will explore the dynamics of various sub-sectors such as casual dining, fine dining, fast food, themed restaurants, online food delivery, and catering services, identifying their respective growth drivers and market potential. 发展趋势洞察： Identifying and elaborating on emerging trends like healthy eating, plant-based diets, sustainability, personalization, experiential dining, and the integration of technology. The chapter will also discuss the impact of social media and influencer marketing on consumer perception and purchasing decisions. 行业周期与挑战： examining the cyclical nature of the catering industry, including economic downturns, seasonal fluctuations, and the persistent challenges of rising labor costs, ingredient price volatility, and intense market competition. We will also touch upon regulatory landscapes and food safety standards. 全球化与本土化： Discussing the interplay between global culinary influences and the preservation of local food cultures. This section will analyze successful international brands entering local markets and local brands expanding globally, highlighting strategies for effective adaptation. 可持续发展路径： Addressing the growing importance of environmental and social responsibility in the catering sector. This includes exploring concepts like farm-to-table, waste reduction, ethical sourcing, and eco-friendly packaging. 第二章：精益餐饮运营：效率与品质的双重保障 本章将聚焦于餐饮企业日常运营的核心环节，强调如何通过精益化的管理模式，在保证服务品质的同时，最大化运营效率，降低成本，提升利润。 厨房管理与流程优化： In-depth exploration of kitchen workflow design, mise en place strategies, inventory management, and waste control techniques. This section will delve into best practices for food preparation, cooking methods, and maintaining hygiene standards to ensure consistency and safety. 供应链与采购策略： Detailed guidance on establishing robust supplier relationships, negotiating favorable terms, ensuring ingredient quality and traceability, and implementing effective inventory control systems to minimize spoilage and optimize stock levels. 人力资源管理与团队建设： Strategies for effective staff recruitment, training, performance management, and fostering a positive work environment. The chapter will cover aspects like service standards, team collaboration, and employee retention to build a high-performing service team. 成本控制与利润分析： Practical methods for tracking and analyzing food costs, labor costs, and overhead expenses. This section will equip readers with tools for profit margin calculation, break-even analysis, and strategies for cost reduction without compromising quality. 标准化与SOP（标准作业程序）： The critical role of developing and implementing Standard Operating Procedures for all aspects of restaurant operations, from food preparation to customer service, ensuring consistency and efficiency across all shifts and staff members. 技术赋能运营： Exploring the application of technology in streamlining kitchen operations, inventory management, scheduling, and communication, enhancing overall operational efficiency. 第三章：卓越的客户体验：从服务到情感的连接 本章将深入剖析如何为顾客创造难忘的用餐体验，超越基本的餐饮服务，建立深厚的情感连接，从而培养忠诚客户，提升品牌口碑。 服务设计与流程： Designing customer journeys from initial contact to post-dining engagement. This includes analyzing touchpoints like reservations, greeting, order taking, food delivery, table service, bill presentation, and farewell, focusing on creating seamless and enjoyable interactions. 个性化服务策略： Understanding customer preferences, dietary needs, and special occasions to offer tailored recommendations and personalized attention, making each guest feel valued and understood. 营造用餐氛围： The impact of ambiance, including décor, lighting, music, and table settings, on the overall dining experience. This section will explore how to create an atmosphere that aligns with the restaurant's brand identity and appeals to the target audience. 危机管理与投诉处理： Developing proactive strategies to prevent service failures and effectively manage customer complaints, turning potentially negative situations into opportunities to demonstrate responsiveness and build trust. 忠诚度计划与客户关系管理： Designing and implementing effective loyalty programs, gathering customer feedback, and utilizing CRM systems to foster repeat business and build long-term relationships. 体验式餐饮的创新： Exploring how to offer unique and memorable experiences beyond just food, such as interactive dining, chef's tables, cooking classes, and themed events, to differentiate from competitors. 第四章：市场营销与品牌塑造：吸引顾客，赢得口碑 本章将指导读者如何有效地进行市场推广，建立强大的品牌形象，吸引目标客群，并在竞争激烈的市场中脱颖而出。 目标市场定位： Identifying and understanding the target customer segments, their demographics, psychographics, and dining habits, to tailor marketing efforts effectively. 品牌定位与故事： Developing a clear and compelling brand identity, mission, and unique selling proposition. This section will emphasize the importance of crafting a brand story that resonates with customers. 数字营销策略： Leveraging social media platforms, search engine optimization (SEO), online advertising, email marketing, and influencer collaborations to reach and engage potential customers. 内容营销与社群互动： Creating valuable and engaging content, such as blog posts, videos, and recipes, to build authority and foster a sense of community around the brand. 公关与媒体关系： Strategies for managing media relations, securing positive press coverage, and building a strong public image. 线下推广与活动策划： Organizing and participating in local events, promotions, partnerships, and sponsorships to increase brand visibility and attract foot traffic. 口碑营销与顾客评价管理： Encouraging positive word-of-mouth referrals and actively managing online reviews and customer feedback to shape public perception. 第五章：创新与未来：引领餐饮业的变革浪潮 本章将展望餐饮业的未来发展方向，鼓励读者拥抱创新，探索新的商业模式和技术应用，以适应不断变化的市场需求和行业趋势。 科技创新在餐饮业的应用： Exploring the impact of AI, big data, automation, robotics, and smart kitchen technologies on menu development, customer service, operational efficiency, and personalized dining experiences. 新零售模式与线上线下融合： Examining the evolution of food delivery platforms, ghost kitchens, online ordering systems, and the integration of physical and digital channels to create seamless omnichannel experiences. 健康与营养的创新： Delving into the growing demand for healthy, nutritious, and specialized dietary options, including plant-based, gluten-free, and allergen-free menus. 可持续与道德采购的未来： Discussing the increasing consumer consciousness regarding sustainability and ethical sourcing, and how businesses can integrate these principles into their operations and marketing. 商业模式的多元化： Exploring new revenue streams, such as meal kits, subscription services, branded merchandise, and culinary tourism, to diversify business operations. 数据驱动的决策： Utilizing data analytics to understand customer behavior, optimize operations, forecast demand, and make informed business decisions. 全球化视野下的本土化创新： How to blend global culinary trends with local tastes and preferences to create unique and appealing offerings for diverse markets. 人才培养与未来餐饮领袖： Addressing the need for continuous learning and skill development to equip professionals for the evolving demands of the modern catering industry.
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