Service Culture as a Factor of the Sustainable Development of the Restaurant Business

Despite the fact that the first private restaurant in Russia opened more than thirty-three years ago, the level of service culture of most establishments is currently at a very mediocre level. The study is aimed at identifying weaknesses in the service of Casual Dining restaurants and at finding ways to solve related problems. The aim of the research work is to develop recommendations to improve the level of service culture as one of the main factors in the development of the restaurant business and their introduction into the work of the restaurant under study to obtain results. The object of the study is casual dining catering restaurants and the processes taking place in them. The objectives of the study are: - identify and justify the need to improve the service culture in this area; - describe the organizational and economic characteristics and analyze the main performance indicators of the Tabasco restaurant group; - analyze the quality of service of the Tabasco restaurant group; - develop proposals to improve the culture of serving the Tabasco restaurant group and evaluate their effectiveness. The research methodology is based on the integration of the system, process, program-target and structural-functional approaches to the formation of an effective mechanism for monitoring and improving the quality of service in public catering establishments. To solve the set tasks, combinations of various methods of scientific knowledge were used, such as system-functional, comparative, economic-static, economic-mathematical and other instrumental analysis methods. To determine the real financial situation of the restaurant and identify its weaknesses, its financial analysis was carried out over the past 3 years. A survey among restaurant visitors was also conducted, the processing of the results of which was carried out using modern information technologies using the programming language Python. The result of the research is the developed recommendations for improving the quality of service, which were applied in practice and put into operation of the Tabasco restaurant. After the implementation of the recommendations, the results were obtained, based on which it was concluded that the proposed actions are profitable for modern casual dining restaurants.