针对餐饮企业顾客等待时间管理的改革过程中遇到的瓶颈,在顾客关怀的基础上,提出了“员工激励+顾客关怀”模式是餐饮行业管理顾客等待时间的突破口。如果餐饮企业想要冲破顾客关怀过程中的瓶颈,实行长期且有效的顾客等待时间管理,就要结合员工激励与顾客关怀,内外兼修。 According to the bottleneck encountered in the process of reforming the management of customer waiting time in food and beverage enterprises, the “employee motivation + customer care” mode based on customer care is a breakthrough in the restaurant industry to manage customer waiting time. If catering companies want to break the bottleneck in customer care process, the implementation of long-term and effective customer waiting time management, we must combine employee incentives and customer care, both internally and externally.