【正文】 里所說的服務(wù) 是包含由餐廳為顧客所提供的有形 產(chǎn)品和無形產(chǎn)品。 對飯店所有員工不斷地進(jìn)行培 訓(xùn)，特別是進(jìn)行全員崗位職務(wù)培訓(xùn)，從服務(wù)知識、服務(wù)態(tài)度、服務(wù)技巧、 職業(yè)習(xí)慣等方面來提高員工素質(zhì)，是提高服務(wù)質(zhì)量，提供優(yōu)質(zhì)服務(wù)，為顧客提供舒適的旅游環(huán)境的最佳途徑。中文 5460 字 本科畢業(yè)設(shè)計(jì)（論文） 外文參考文獻(xiàn)譯文及原文 學(xué) 院 經(jīng)濟(jì)管理學(xué)院 專 業(yè) 工商管理 年級班別 學(xué) 號 學(xué)生姓名 指導(dǎo)教師 年 月 日 目 錄 1 外文文獻(xiàn)譯文 …………………………………………… ……………………………… 1 2 外文文獻(xiàn)原文 …………………………………………………………………………… 11 餐飲服務(wù)質(zhì)量的管理 餐飲服務(wù)的優(yōu)劣，直接影響著銷售的結(jié)果。可以說服務(wù)質(zhì)量的好壞決定了飯店的前途與命運(yùn)，也直接關(guān)系到我國的政治聲譽(yù)和旅游事業(yè)的前途。 服務(wù)質(zhì)量就是指服務(wù)能滿足服務(wù)需求的特性的總和。 我們的服務(wù)工作能否滿足顧客的需求，很大程度上取決于進(jìn)行服務(wù)工作的人的水平和能力的發(fā)揮。前者與后者的緊密結(jié)合構(gòu)成了服務(wù)質(zhì)量的完整概念。而這三個(gè)水準(zhǔn)的高低與服務(wù)質(zhì)量的優(yōu)劣有著相同的內(nèi)涵。大家都處于同一個(gè)旅游市場，因此進(jìn)行著激烈的競爭，所有飯店競爭 的惟一目的是吸引賓客，增加經(jīng)濟(jì)收益。誰能夠?yàn)橘e客提供全面的最佳服務(wù)，誰就能取得優(yōu)勢地位，誰就能招來更多的賓客。分析顧客的消費(fèi)心理，影響他們的選擇，從而有效地進(jìn)行銷售活動(dòng)，都有賴于服務(wù)質(zhì)量的好壞。 飯店的 人力資源是最重要的資源。被譽(yù)為“飯店之父”的斯塔特勒就：“飯店出售的商品只有一個(gè)，那就是服務(wù)。服務(wù)質(zhì)量的提高 有賴于計(jì)劃、業(yè)務(wù)、設(shè)備、物資、人事、財(cái)務(wù)等方面工作的配合，所以說服務(wù)質(zhì)量是飯店管理的綜合反映，從服務(wù)質(zhì)量的優(yōu)劣上，可以判斷飯店管理水平的高低。有形設(shè)施和精美食品雖然是為顧客提供的基本物質(zhì)基礎(chǔ)，然而要提供一流水平的服 務(wù)，則只有通過服務(wù)員的精心工作、熱情服務(wù)和熟練的服務(wù)技術(shù)技巧去體現(xiàn)和完成。 (1)綜合性 餐飲服務(wù)是一個(gè)精細(xì)復(fù)雜的過程，而服務(wù)質(zhì)量則是餐飲管理水平的綜合反映。能否在短暫的時(shí)限內(nèi)很好地完成一系列工作任務(wù)，也是對服務(wù)質(zhì)量的一種檢驗(yàn)。質(zhì)量標(biāo)準(zhǔn)是通過制定服務(wù)規(guī)程這個(gè)形式來表現(xiàn)的，因此服務(wù)標(biāo)準(zhǔn)和服務(wù)質(zhì)量是 一致的。 根據(jù)賓客需要配齊和增添新 的設(shè)備，改善就餐條件，美化就餐環(huán)境和就餐氣氛是提供餐飲服務(wù)和提高餐飲服務(wù)質(zhì)量的物質(zhì)基礎(chǔ)。 禮貌是人與人之間在接觸交往中，相互表示敬重和友好的行為規(guī)范，它體現(xiàn)了時(shí)代的風(fēng)格與道德品質(zhì)。 一個(gè)優(yōu)秀的餐廳服務(wù)員要注重儀容儀表，服裝發(fā)型，使用敬語，講究形體動(dòng)作、舉止合乎規(guī)范。 服務(wù)員為顧客服務(wù)的 過程，首先是從接待開始的。 在飯店管理中特別注重處處體現(xiàn)出 “ 服務(wù)意識 ” ，并且不斷地灌輸給所有員工，使之形成一種思想，一種下意識，并融人職業(yè)習(xí)慣，作為工作中的指南。 ③ 含蓄、冷靜，在任何情況下都不急躁。 ⑤ 遇有賓客提出無理要求或賓客錯(cuò)了，只需向賓客解釋明白，不要要求賓客認(rèn)錯(cuò)，堅(jiān)持體現(xiàn) “ 賓客總是對的 ” 。而馳名世界的麥克唐納快餐聯(lián)號的總裁克拉克先生，把 “ 微笑、熱情、干凈 ” 看作是 “ 達(dá)到企業(yè)旺盛的訣竊 ” 。 其次，要制定明確的清潔衛(wèi)生規(guī)程和檢查保證制度。如果服務(wù)人員沒有過硬 的基本功，服務(wù)技能技巧不高，那么，既使你的服務(wù)態(tài)度再好，微笑得再甜美，賓客也只會熱情而有禮貌地拒絕。它是服務(wù)技能的體現(xiàn)與必然結(jié)果?？s短候餐時(shí)間，是客我兩便的事情，顧客高興而來，滿意而去，餐廳的餐位利用率提高，營業(yè)收入增加。 4 餐廳主管的管理職能 在飯店中介于部門經(jīng)理和領(lǐng) 班之間的主管有多種稱呼，有的飯店叫管理員，有的飯店叫總領(lǐng)班。設(shè)置主管的原則是：凡已形成一定經(jīng)營規(guī)模，服務(wù)人員多于一個(gè)班組，而又要獨(dú)立工作的地方如餐廳、咖啡廳、宴會廳、自助餐廳、夜總會、廚房等部門，都可以設(shè)置主管。優(yōu)秀的主管是在不間斷的巡視之中實(shí)現(xiàn)這一管理職能的。 協(xié)調(diào) 餐廳的工作與其它部門密切相關(guān)。主管要合理調(diào)度和安排員 TI 作，組織并領(lǐng)導(dǎo)餐廳接待服務(wù)，為貫徹飯店和高層主管的經(jīng)營決策，為執(zhí)行飯店的各項(xiàng)規(guī)章制度與員工一起工作在第一線，對所有工作都應(yīng)作出具體的安排。凡要求員工應(yīng)達(dá)到的各項(xiàng)服務(wù)標(biāo)準(zhǔn)，都能準(zhǔn)確地示范和作出圓滿的解釋。在一定的階段如每月、每季、 每年，應(yīng)能對所屬員工的職業(yè)道德水平、服務(wù)水平等作出合乎實(shí)際情況的公正評價(jià)，并能以此作為對員工進(jìn)行獎(jiǎng)、懲、升、降的依據(jù)。s .The demand of dining room shopper as possess substance respect, also there is essence respect, the concrete reflection is living , and shopper adjust food beverage price, quality, without delay whether the health with is served, it is considerate, warmhearted, that the politeness await requires . Whether our service work is meeting the demand of shopper, being decided by in the very great degree serves the brining into play of level and capability of work man .In immediate future is work quality resolution through serve. Serving the demand quality made known the demand of shopper. Serving the work quality made known in the interest of the guarantee and the raise demand quality but carries on various sides work level either capability .That the former inseparable bination against the latter constituted service quality integrated approximately attends school. Ⅱ Lift the service quality sense Lifting meal drinks service quality, Exquisite culinary art technique together with consummate service anic bination of art, It is the fundamental location that credit was wined in the dining room .The meal being living is guaranteed that manufacturing quality and service quality have the fully significant sense in drinking to administer work. A The service quality is the life blood in hotel It is socalled ： Installation facilities standards, Service standard, Administration standard .But this the three standard height possess the same connotation against the service quality superior and inferior .As a matter of fact, The well fames of much hotels of home and abroad are succeeded against the management, Does not there is not one production not being service quality near the hotel oneself what es out .The service quality affects country and the business fame, Affect the guest source, Affect business economic results and the management success .This is the significant reason J of tourism particularly high opinion at present service quality B Lifting service quality is the contest necessaries In the wake of the tourism development, Also same as establishes like rain the queen bamboo shoots in our country hotel .All wholly is in identical tourism marketplace, Hence carrying on the intense contest, The most sole aims of all hotel contests are drawing visitors, Add the economic profit . The contest is embodying difference respect and the difference substance .It may be living in the geographical position, Exterior ornament, The propaganda advertisement respect is underway, Also may be living serve the item, Goods are marketed, The respects such as price is favorable and so on are underway .At any rate yet, The contest of hotel is with the quality contest headed by .Who can be in the interest of visitors supply the optimum prehensive service, Who be able to acquire the preponderance position, Who be able to enlist even more visitors . Meal in tourism hotel is drink the department except for supplies the food with serving in the interest of visitors in store residing, Even more customers are into shopper in store, In immediate future this the area non store acmodating visitors .Although these visitors consume the step difference, Yet wholly is the largest test client of feast and fragmentary meal, They operate bringing the appropriate amount revenue in the interest of the dining room. Shopper in man store is living age, Profession, Economy revenue, Education level, Nationality, Religious belief, Divergence is very great on the habits and customs .Analyze the consumption psychology of shopper, Thei