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SERVICE PROBLEMS AT THE ENTERPRISES OF THE INDUSTRY OF FOOD
Pakhomova A. I. Candidate of economic Sciences, Associate Professor, Buryakov S. A. Candidate of economic Sciences, Associate Professor, Ulanova K. N.
Russia, c. Shakhty, Institute then the service sector and entrepreneurship (branch) DSTU
ARTICLE INFO
ABSTRACT
Received 15 November 2015 Accepted 15 December 2015 Published 30 December 2015
KEYWORDS
service,
quality,
customers,
service,
city.
© 2015 The Authors.
This article discusses what problems exist service at the public catering enterprises and ways of their solution. Undoubtedly, in order to solve these problems, you need to understand what a service is, how it works, how to make it work for the company.
Considered the very basic principles of service that, when executed, will significantly raise the quality of the company, thereby increase the flow of regular and new customers.
Now it's no secret that the key to good profits is high quality service. Good service can meet the needs of even the most capricious client.
Catering establishments possess organizationally - technical unity, an economic target to receive benefit, wide assortment of dishes and as it is considered to be high quality of service. But quality of service on so many highly how it is considered to be is valid?
Now there is a problem of providing high-quality service at the enterprises of food. Often the service personnel doesn't know how it is correct to render service, it follows from this that the businessman highly specialized in the field of service of catering establishments.
To solve this problem, it is necessary to study more widely that such service of the enterprises of food as to use it and as it works.
What is the service? Service is a specific human activity which is directed on satisfaction of needs of the client by rendering services.
Service - set of the actions which are carried out for achievement of needs of the client. Services have a certain quality and the price. Mark out some their especially important properties:
1. Intangibility.
2. Inseparability from a source.
3. Not keeping in time.
4. Quality.
Service is intangible. It can't be seen and tasted, heard or smelled until acquisition. Service can't be got separately from process of its granting, it can't be "frozen" as the goods which is stored in a warehouse. Service is directed on a thing or the person, it exists only in the course of its production.
Especially important property of service - quality - degree of satisfaction of the client. Service is characterized by such qualities as reliability, availability, credibility, courtesy, the attentive relation and communicativeness.
To catering establishments it is very important that the potential consumer takes for quality.
Quality to share on three look:
1. Basic quality is a set of services which the consumer considers obligatory.
2. The demanded quality is a set of technical and functional characteristics of service.
3. Desirable quality is unexpected values of service, what the consumer would like to receive, without assuming that this service has them.
Services of public catering are provided to a large number of people. They change as a result
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of individual needs of clients and contain a large number of various components. These services belong to welfare service.
What is the public catering?
Public catering is an important branch of a national economy. In it production and realization of ready food and customer service is organized.
Activity of catering establishments can be characterized by the following features:
1. combination of functions of production, realization and organization of consumption of finished goods;
2. production of products, the having restrictions in terms of its realization;
3. dependence of the range of products on demand, features of the consumer.
4. dependence of working hours of the enterprise on working hours of the enterprises which it serves.
During the work with clients of the enterprise of food it is conditionally possible to divide into
three categories:
1. Focused on a stream. Such enterprises are placed on brisk streets that provides a continuous flow of clients.
2. Focused on standards in service. Such enterprises have the standard range of dishes, the service personnel.
3. Focused on regular customers. they are characterized by a certain contingent; for their deduction various ways of encouragement are used: discounts, tastings, discount cards, systems of bonuses and gifts.
Process of service of consumers is a set of the operations which are carried out by employees of catering establishments at direct contact with clients - consumers of services during realization of culinary products by the organizations of leisure.
Catering establishment provide such services, as material (realization of dishes and drinks), trade (providing advertizing, oral information of clients on quality and taste of dishes and drinks), cultural and mass (musical programs, competitions).
Before organizing customer service, it is necessary to set for the enterprise such tasks as, satisfaction of needs of consumers, uses for the enterprise of the most economic forms for the enterprise and methods of service, application in work of new equipment, release of high-quality culinary products.
Level of service is one of the most important elements of work of cafe. Presently service has to be most focused on satisfaction of all needs of the client. In order that the consumer remained happy service, it is necessary to apply such approach as customer-oriented. Such approach allows to find approach to each guest and to meet all his desires. Thus loyalty of the guest to the enterprise is formed. Therefore, and the profit of the enterprise will grow as the happy guest is always ready to leave more money and to return to this institution again. It is necessary to understand all process of customer service as service. Heavy responsibility of communication with clients lies on waiters, often for clients they are the person of the enterprise.
Considering opinion of theorists of public catering, the conclusion arises that the main features of public catering are:
1. simultaneous satisfaction of a large number of clients;
2. atmosphere of an institution;
3. direct dependence of success of the enterprise on employees of a contact zone;
4. food - not the only criterion at an institution choice.
Competitiveness of the enterprise also increases by means of services which this institution can render. Services are unique that render directly not only to clients, but also businessmen.
Replenishment of the market by new catering establishments leads to growth of quality of service. Major factors of competitiveness of the enterprise are: location, reputation, variety of the menu, convenient parking, interior, quality of service, operating mode, average check for 1 person and variety of additional services.
To increase quality of service as a rule it isn't necessary big monetary investments. High-quality service affects not only psychology, but also equipment of skill of service. Service to share:
1. self-service;
2. service by the personnel.
Level of service can be defined on:
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1. technically to factors;
2. to psychological factors.
It is necessary to allocate that today the market of services is the most dynamically developing. The cruel competition forces businessmen to pay much attention to quality of service investigating and actively introducing something new in service of the enterprise.
Thus, today restaurant business is considered as one of types of the most profitable and in too time of risky business activity. The competition in the market of services of public catering extremely increased in recent years that compels restaurateurs to enter everything new and new types and forms of service, rigidly to watch quality of the provided services
REFERENCES
1. Denisov A. Yu., Zhdanov S. A. Economic management of enterprise rd and Corporation. -M.: Business and service, 2010.
2. Pakhomova A.I., Buriakov S.A., Vasenev S.L., Gornostaeva Z.V., Kornienko M.V. localization of the urban workforce reproduction of the modern city Asian Social Science. 2014. T. 10. № 15. C. 255-260.
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