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海底捞:关注卫生细节才是对顾客最大的尊重

2017-08-25 17:07:10   国际在线

老鼠在后厨地上乱窜、打扫卫生的簸箕和餐具同池混洗、用顾客使用的火锅漏勺掏下水道……海底捞作为一家在各地拥有百余家直营餐厅的大型跨省餐饮品牌火锅店,法制晚报·看法新闻记者在海底捞两家门店暗访近4个月看到的却是如上情形。

2017年5月26日凌晨5点31分拍摄,洗碗池内清洗簸箕(图片来源:法制晚报)

海底捞,一个神一样存在的火锅连锁企业,用关注服务细节征服了万千吃货,周末聚会海底捞,老家来客海底捞,生日庆祝还是海底捞,作为好吃不贵的“良心”火锅店,海底捞的确有很多可圈可点的服务细节和服务精神值得称许,甚至海底捞也带动了很多餐饮企业以“海底捞标准”来培训提高员工的服务水平。

但是,就是这样一家把分店开到全国的火锅连锁企业,却被卧底应聘的记者用四个月时间轻松的发现了其在食品安全方面的漏洞,而且这个漏洞还不小,一个是鼠患,一个是餐具清洗工具不卫生,还有员工卫生操作不规范,甚至说很恶心——用漏勺去掏下水道。

火锅漏勺用作掏下水道垃圾的工具(图片来源:法制晚报)

戴眼镜的顾客给眼镜布,头发长的女士给提供扎头发的皮筋,小孩子去有玩具给,免费美甲,免费手机贴膜,带着婴儿去吃火锅,都有专门的人给你看孩子,就是这样一个注重服务细节到了极致的企业,却偏偏在餐饮行业的大忌——卫生标准上犯如此低级的错误,为什么?

最直观的原因还是,厨房的卫生隐患和细节,普通食客是看不到的,既然看不到,那就不用太重视。给顾客扎头发的皮筋,给眼镜布,给孩子玩具,这些锦上添花的表面功夫,既能赢得顾客的欢心,又能树立企业用心服务顾客的形象,何乐不为。厨房重地,即使不定期邀请食客参观所谓的透明厨房,那也是充分打扫和准备好之后的“规定动作”,出不了什么意外,不然也不会出现记者卧底四个月就能在两家海底捞分店发现严重卫生问题的事情了。

由海底捞的严重卫生问题,其实也反映出目前国内餐饮行业的一个软肋其实一直都如肉中刺一样存在,它也在不断的限制着一些优秀的餐饮企业做大做强,这个软肋就是食品卫生标准的严格遵守,但让人遗憾的是,无论再怎么高大上的餐饮企业,却总会在一些食品安全的细节上栽跟头,要么就是后厨硬件不达标,比如这次海底捞分店的鼠患问题,要么就是员工培训不过关,比如员工用火锅漏勺掏下水道,要么就是食品冷链运输环节出问题,用过期的食品等,其实这些后厨卫生问题只要海底捞能像对待服务客人的态度和细节那样重视后厨卫生,让客人可不见的地方也同样挑不出问题,这才是真正的表里如一。

餐饮行业,卫生标准应该是第一位,其次才是口味,再其次才是服务态度之类的软件建设,现在海底捞因为这次卫生事件的曝光,给人的感觉好像是本末倒置,把表面功夫放在了第一位,而对于卫生标准的坚持和监督,却远远滞后,不符合海底捞这个品牌的市场美誉度。

皮筋、玩具、眼镜布确实让人暖心,但对于餐饮企业来讲,对顾客真正的尊重就是首先把食品安全卫生搞好,这是最大的也是最有诚意的尊重。(王庭)

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