The Construction of Standard Operation Procedure of Front-of-House Service in Chain Hot Pot Shop：The Case Study of T Company in Xiamen

• Main Authors: Hsu, Tzu-Hang, 徐子航
• Other Authors: 郭德賓
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/u4hn4f

碩士 === 國立高雄餐旅大學 === 餐旅管理研究所 === 102 === With China boosting its open economy, how to penetrate three-fifths of the consumer market has become a spotlight for enterprises all over the world. Taiwan food and beverage shifted from Taiwan to China owing to the investment trends. Company T has run F&B for nine years, and owns 14 direct selling stores so far. However, the Standard Operation Procedure of Taiwan food and beverage cannot be established firmly there owing to cultural differences and nebulous concept of restaurant and food services. Yet, when the company size increases, the key to successful business development is operation management. It must be established by SOP to improve service efficiency and to raise service quality. Therefore, this study collects data and goes through practical operation and interviews to manager to establish SOP. It contains appliances Introduction, furnishings standards, Lead, menu presentation, consumption introduction, ordering methods and techniques, processes, telephone etiquette, customer resentment and crisis management. With the establishment of SOP, which will be the basis to be followed, the enterprises can conduct divisions of the work, reduce the amount of work, enhance job efficiency and rectify service error.