A Conceptual Review of Hospitality Restaurant Service Quality Management: A Recipe for Hotel Profitability, Growth, and Sustainability

This book chapter presents an in-depth literature analysis of quality service with a specific focus on the food and beverage service sector. This is based on the current role of service quality in the competitiveness of organizations, not only within the hospitality industry but in the larger services industry. Much emphasis has been laid on customer-employee related efforts toward ensuring quality food and beverage service delivery, and thus enhancing customer relationships between restaurant personnel and clientele, which definitely yields customer satisfaction and retention. First, the chapter presents key interpretations, explanations as well as the applicable customized models in the field of food and beverage service quality for a profound and better understanding of the concept under appraisal. Further, the chapter identifies, consolidates, and elucidates the main customer food service quality control approaches into three categories including tipping, on-the-spot customer complaints, and customer satisfaction surveys. Thus, the chapter not only discusses but also proposes the application of key strategies in hotel restaurant operations to ensure quality food and beverage service. These proposed approaches have one thing in common: a recipe for profitability, growth, and sustainability of the entire hospitality industry in the long run.