호텔레스토랑 서비스 생산관리에 관한 개념적 연구

Conceptional Study on Service Operation Management of Hotel Restaurant

In this study, based on the premises that improved and more successful hotel restaurant management would be possible if the field of service production management is to be added to existing strategic and marketing viewpoint, following factors are presented: First, Service mapping and service flow chart, as the core conceptions for design of service process, are closely analyzed, and essential conception is introduced at every stage of the study. Second, things that should be done and those must not be done encountered in the course of service behaviors are presented and it is advised to train the employees repeatedly based on it. Third, emphasis is placed on the conceptions of service failure, service recovery, service switching behavior etc., so that cessation of customers may be minimized. Lastly it is advised to exert efforts to subdivide hotel restaurant activities so that only the advantages of encounter and relationship in that field may be highlighted. In addition, it is emphasized that the introduction of employee empowerment is essential in order to enhance the swift response in the service encounter.