How to combine ISO9000 with hotel management

How hotels and restaurants implement ISO9000

Section 1: Service quality characteristics and levels of hotels and restaurants

At present, there are hundreds of thousands of hotel outlets in our country , employing nearly 3 million people, has become an important service industry.

In the past 20 years, my country's hotel industry has experienced three stages in service quality management.

The first stage is that since 1978, my country has introduced and widely implemented TQC. Each hotel and restaurant has formulated service standards starting from guest rooms and restaurants, and used "one card and three tables", namely attendance card and job service table. , daily service status table and monthly service report table, quantitatively reflect the service quality status, carry out all-staff, all-round and full-process services, and establish a comprehensive service quality management system (JJSS). At this stage, the "Hundred Hotels Learn from the Founding of the People's Republic of China" campaign was also launched.

The second stage began in 1988. In order to integrate with international hotel management practices, star classification and evaluation of foreign-related hotels began, and an annual national best star hotel evaluation activity was carried out. By the beginning of 1995, there were 1,498 star-rated hotels of various types in the country, including 35, 95, 439, 710 and 219 five-star hotels. In 1993, GB/T14308 "Classification and Rating of Hotel Stars for Foreign-related Tourism" was formulated for the hotel service industry. GB/T13391 "Regulations on Classification and Grading of Hotels (Hotels) and Hotels (Hotels)" was also formulated for various types of hotels and restaurants. , restaurants, restaurants, hotels, inns, etc. are designated as five levels: national special, first, second, third and local levels.

In February 1995, the establishment of the National Tourism Standardization Technical Committee accelerated the formulation of relevant supporting standards centered on hotel star standards, such as hotel public information, graphics, symbols, and guest room supplies. and quality requirements and other standards, which laid a reliable standardization foundation for the operation of hotel service quality systems. At the same time, it also started active exploration for the implementation of international service quality management standards in the hotel industry. Our country's hotel industry has begun to enter the third stage in service quality management.

1. Service quality characteristics of the hotel industry

The service quality of the hotel industry mainly reflects the sum of its characteristics and characteristics that reflect its ability to meet explicit or implicit needs for food and accommodation services. It generally consists of meeting some of the sexual needs of guests. Although these services vary from person to person and place to place, and are related to the customer's financial ability, living habits, education level, health status, interests and hobbies, etc., and will also be affected by their ethnicity, religious beliefs, occupation, age, etc., they can still be determined by A number of observable and evaluable service characteristics are specified.

Generally speaking, the service characteristics of hotels and restaurants are divided into the following aspects.

1. Functionality

Refers to the effects and functions produced by service provision. The functional characteristics of hotels and restaurants mainly include accommodation and food. In addition, they also include entertainment, health care, shopping, etc., in order to provide all-round comprehensive services to guests.

2. Economy

Refers to whether the customer's expenditure and income are reasonable and whether it is "value for money". Although it is related to the level and category that meets customer needs, it should abide by the principles of low price, high quality, openness and fairness.

3. Safety

refers to ensuring that the customer's physical and mental health and property are not damaged during the entire service process. For example, the guests' personal belongings will not be stolen or damaged, the guest rooms will be clean and hygienic, the facilities will be safe, the food will be hygienic, and even the environment will be elegant and quiet, with no noise interference, etc.

4. Timeliness

Refers to the extent to which service provision meets guest needs in terms of time, including waiting time, provision time and process time. For example, McDonald's stipulates that customers should not wait at the counter for more than 30 seconds.

5. Comfort

Refers to the degree of comfort felt by customers during the service provision process on the basis of ensuring the above characteristics.

It is usually related to the service facilities of hotels and restaurants, as well as service fees and prices. It is a relative characteristic requirement, which generally includes requirements such as completeness and applicability of service facilities, convenience and comfort, and clean, beautiful and quiet environment.

6. Civility

Refers to the degree to which guests meet their spiritual needs in the process of receiving services, such as a free, cordial, respectful and friendly service atmosphere, mutual understanding and harmonious interpersonal relationships, etc. wait.

The above service characteristics are often ensured by controlling the people, facilities, materials, methods, environment, information, time and other factors in the service process through the service provision characteristics. For example, people are satisfied with Beijing's "Quanjude Roast Duck" mainly because the store has made it clear that the raw materials are Beijing stuffed duck with a growth period of 60 days, weighing 2.6~2.9kg. After slaughtering, it is blanched for 1.5~2% at a water temperature of 65 degrees Celsius

min, blanching at 60 degrees Celsius for 2.5~3 minutes, the baking temperature in the oven is maintained between (240 -10) degrees Celsius, the time is (40 -5) minutes and other service process characteristics are guaranteed.

2. Service quality level of hotels and restaurants

Quality level is “a classification or ranking of entities with the same functions and uses but different quality requirements. (ISO8420)

Quality requirements are “the expression of needs or the transformation of needs into a set of quantitative or qualitative requirements for entity characteristics so that they can be realized and assessed. "(ISO8420)

Obviously, the quality level reflects the predetermined or recognized differences in quality requirements and does not indicate the degree of quality in a comparative sense. It only emphasizes the relationship between functional use and cost.

Therefore, high-grade hotels may also have unsatisfactory quality; conversely, low-grade hotels may also provide satisfactory quality.

GB/14308 "Tourism Foreign Hotel Star Ratings". "Classification and Assessment" is based on the hotel's construction, decoration, facilities, equipment, management, and service levels, and uses star symbols to indicate its quality levels. See Table 5-1 for details.

Table 5-1 List of hotel star conditions

Project one star, two stars, three stars, four stars, five stars

Appearance and layout Basically reasonable and convenient for guest activities. Basically reasonable and convenient for guest activities. The layout is reasonable and has certain characteristics. The interior and exterior building materials are high-end and unique. p>

Rooms ≥ 20 rooms ≥ 20 rooms ≥ 50 rooms ≥ 50 rooms ≥ 50 rooms

Fully furnished, fully lit, spacious and high-end, spacious and luxurious, spacious

Hygiene 75, 24-hour water supply, 24-hour water supply, hairdryer, scale

Telephone 50, all available, all available, all available

Heating and refrigeration equipment, central air conditioning, central air conditioning

Noise prevention and soundproofing measures are available

Stationery supplies are available

Suites include suites and single rooms, deluxe suites and deluxe suites

Restaurant

Coffee shop, bar, banquet hall only has restaurant, kitchen and cold storage. Only restaurants and cafes have Chinese and Western restaurants, cafes, banquet halls. Independent closed bars have Chinese and Western restaurants and cafes. The grand banquet hall and the distinctive bar are both "four-star", and have unique style and elegant decoration

Service items luggage carts and storage rooms, traffic maps and timetables, stamp sales and mailing In addition to being equivalent to a "one-star" hotel, there are also safe deposit boxes for guests to open by themselves, newspapers and periodicals, daily travel necessities for sale, and domestic luggage check-in services. In addition to being equivalent to a "two-star hotel", there are also doormen, full-time bellmen, and rental services. In addition to car arrangements, credit cards, shoe shines, and fax and photocopying services, which are equivalent to the "three-star" rating, we also provide typing, translation, secretarial services, sightseeing agency services, valet child care services, etc.

Similar to the "four-star rating" Stars"

Public *** Facilities

Provide return lines or parking lots; there are passenger elevators on the 4th floor and above; there are small shopping malls that are equivalent to public rest areas" In addition to "one-star" and "two-star", there are also disabled access channels, ballrooms, massage rooms, multi-functional halls and conference rooms, business centers and "three-star", as well as background music systems, gyms, and saunas. In addition to the "four-star" steam bath, beauty salon, and bookstore, there are also swimming pools, tennis courts, etc.

Safety, sanitation, environment and construction

Comply with fire protection, safety, sanitation, Environmental protection and other regulatory requirements are the same as left, same as left, same as left, same as left

Service quality requirements

Service personnel should be dignified, generous and neat in appearance, have a natural, kind and friendly service attitude, civilized and standardized service behavior, and good language Be civilized, courteous, concise and clear, have service capabilities and skills, and have an effective service quality system Tongzuotongzuotongzuotongzuo

Section 2 Room Service Quality System

Modern Hotels and Restaurants Most of them are service places with diversified functions. Many hotels and hotels have multiple functions such as accommodation, food, transportation, shopping, and tourism. Some high-end hotels and hotels also provide post and telecommunications, banking, medical, health care, office, cultural and sports services. Facilities, guests can basically enjoy various services "without leaving home", but accommodation is still its primary and most basic service function. Therefore, the guest room service quality system is the main component of the hotel service quality system, and its components should first be clarified.

In Article 5.4 "Quality System Structure" of ISO9004-2, it is first stated that "the service organization should develop, establish, implement and maintain a quality system and document it as a system that can achieve the specified service quality policy and "

This shows that the quality system is an organic whole composed of organizational structure, responsibilities, procedures and resources, and is operated by a number of operational elements to control and control the entire service process. An effective system to prevent and immediately respond and correct mistakes once they occur. In the establishment and operation of the service quality system, the key is to grasp the three important issues of service quality environment, quality system documents and quality audit. Now we will describe the guest room service quality system of the hotel and restaurant industry in turn.

1. Room service quality cycle

Based on the service quality cycle in ISO9004 and combined with the business characteristics of hotels and restaurants, the guest room service quality cycle can be compiled, as shown in Figure 5-1

From Figure 5-1, we can see that the guest room service quality cycle has three characteristics:

(1) The service subject and the object are both people, and what is implemented is "face-to-face" between people. "Direct service.

Since people have thoughts, feelings, and personalities, they must also pay attention to civilization and courtesy in order to create good interpersonal relationships.

(2) The product is a service, and no transfer of goods has occurred.

Hotel guest rooms are a commodity with special use value. They can only realize their value when guests come in to stay. The facilities in the rooms are only rented, not sold. The products it provides to guests are just Reception service.

(3) Service quality requirements should be unified and standardized, but also differentiated to ensure that every guest is satisfied.

Since guests come from different regions and nationalities with different cultural levels, economic status, living habits, and service needs, hotel service staff are required to organically combine standardized services with personalized services. Only in this way can every guest be satisfied.

Therefore, the service quality system of hotels and restaurants must be a dynamic system that constantly understands and adapts to changes in guest needs. More emphasis should be placed on the quality, service skills and methods of service personnel.

2. Room Service Quality System Documents

The guest room service quality system document system of hotels and restaurants should have a complete set of scientific and reasonable quality system documents to express its structure, and at the same time standardize relevant Service behavior of personnel.

Generally speaking, there should be the following quality system documents;

1. Quality manual

Generally, a quality management manual suitable for the internal management of the hotel should be compiled first. According to the "Form of Quality Manual" in ISO10013 4.2.3, it can be compiled from some management specification documents applicable to guest accommodation services.

For specific group visitors, a concise and systematic quality assurance manual can also be compiled and provided in accordance with ISO9001. The names of the elements are in order:

(1) Management responsibilities;

(2) Service management system;

(3) Contract review;

(4) Design control (can be omitted);

(5 ) Document and data control;

(6) Procurement;

(7) Preservation of customer property;

(8) Service identification and traceability;

(9) Service process quality control;

(10) Service quality inspection and evaluation;

(11) Control of service facilities and measuring equipment;

(12) Safety and health control;

(13) Control of non-standard services;

(14) Corrective and preventive measures;

(15) Checkout and check-out;

(16) Control of quality records;

(17) Internal quality audit;

(18) Training;

(19) Customer complaint handling and tracking services;

(20) Statistical technology.

2． Management specifications and quality plans

Hotels and restaurants should formulate management specifications for each service provision process from guest reservation, registration, room check-in, accommodation to checkout and check-out, such as:

(1) Individual guest reception service management specifications;

(2) Team reception service management specifications;

(3) VIP reception service management specifications;

(4) Management regulations for luggage storage services;

(5) Management regulations for house cleaning services;

(6) Management regulations for passenger clothing washing services;

(7) Telephone communication service management specifications;

(8) Checkout and check-out service management specifications, etc.

Specialized service plans can also be developed for specific guests or group guests.

3． Service specifications

Every position in a hotel or restaurant should formulate service specifications, clearly stipulating the job responsibilities, employment conditions, service procedures, service content and requirements of the position.

When necessary, service quality inspection and assessment requirements can be incorporated into service specifications.

4. Quality records

Hotels and restaurants should design unified quality records to express various service activities or results achieved, such as:

(1) Guest accommodation registration form;

(2) Luggage storage record;

(3) Floor attendant work record sheet;

(4) Guest complaint record book;

(5) Internal quality audit report;

(6) Guest room hygiene inspection list, etc.

Any hotel or hotel must prepare the various quality system documents mentioned above, supplemented by supporting documents such as guest room supplies equipment standards, quality standards for various supplies or appliances, guest room safety and hygiene standards, etc., in order to Truly establish a documented service system.

3. Room service quality audit

Service quality audit is a planned, systematic, and systematic way to determine whether quality activities and related results comply with the provisions of quality system documents, and whether these provisions are effectively implemented and satisfy customers. Independent inspection.

The guest room service quality system audit of hotels and restaurants is generally conducted by personnel appointed by the hotel who have internal auditor qualifications and have no direct responsibility for the area being audited.

The audit method can be regular or irregular inspections, or it can be carried out in combination with the star rating of hotels and restaurants, service quality inspection of service personnel, and certain work assessments.

Generally speaking, the audit outline, checklist and other working documents and materials should be prepared before the audit; during the audit, the audit records should be combined with on-site inspections; after the audit, the audit report should be prepared and the audit The non-conforming items found in the inspection will be followed up and audited until they are corrected by the relevant departments or personnel.

Table 5-2 is a checklist for hotel guest room facilities, utensils quality and hygiene requirements for reference.

Table 5-2 Guest room facilities, supplies quality and hygiene inspection list

Serial number supplies name quality requirements hygiene requirements

1 The floor and carpets are smooth and undamaged. No curling, no stains, no dust, no debris, no moisture, no odor, waxed marble floor, bright

2 The walls are smooth, no damage, no cracking, no peeling, no stains, no Dust, no cobwebs

3 The ceiling is smooth, no damage, no cracking, no falling off, no stains, no dust, no cobwebs, no water marks

4 No damage or deformation of doors and windows , no cracks, no obvious scratches, no stains, no dust, bright glass, no debris

5 The lamps are in good condition and can be used normally, no dust or stains

6 Furniture No damage, no obvious burn marks, no obvious deformation, no falling off, stable and no stains, no dust, no debris, no standard

7 Tableware and drinking utensils are not damaged, smooth, no water stains, no Mouth marks, no fingerprints, no dust, no debris

8 The cotton fabric is smooth, no damage, no obvious wear, no stains, no debris, no dust, no odor

9 All signs, signs, and posters are regular and complete, with no fading, peeling, or rust marks, no stains, no dust, and bright metal parts

10 All decorations and artworks have no [damage, no fading, No paint peeling, no deformation, no stains, no dust

11 Flowers and trees are well pruned, no dead branches or leaves, flower pots are not damaged, no paint is peeled, no dust, no debris, no odor, and insect-proof The measures are effective

12 The air vents of the air conditioning equipment are not damaged, and the appearance of the separated air conditioner is not damaged, there is no peeling paint, no dust, no odor, no dust stains, and no oil stains

13 The guest printed matter is in good condition No damage, clear writing and pattern, no wrinkles, new without stains, no dust, no smear

14 Guest electrical facilities (elevator, TV, refrigerator, bedside table, shoe machine, telephone, etc.) are intact and intact. Can be used normally, safe, no stains, no dust, no debris, no odor

15 The sanitary ware in the guest room has no serious wear and tear, no leakage, no blockage, and is stable, and the bath water does not fluctuate hot or cold. No stains, no debris, no odor, no water marks

Section 3 Catering Service Quality System

Catering service hotels and restaurants provide one main service to customers. Almost all hotels and restaurants have restaurants, and some also have several restaurants and cafes with different characteristics or varieties.

Therefore, the catering service quality system is another important subsystem in the hotel service quality system. The service quality environment, quality system documents and internal quality audit are now described in detail based on international service quality standards.

1. Catering service quality environment

“Food is the first priority for the people.” In the long historical development process of our country, cooking has become a colorful "treasure" that has attracted the world's attention. Based on the basic principles of quality environment in international service quality management standards and the characteristics of the catering service process, we can formulate a catering service quality environment , as shown in Figure 5-2.

It can be clearly seen from Figure 5-2:

(1) Understanding and meeting customer needs is the primary link.

Due to the different living habits, national beliefs and tastes of each person, the needs for staple food dishes are also different. Although our country has eight major cuisines: Shandong, Sichuan, Jiangsu, Anhui, Guangdong, Fujian, Hunan and Zhejiang. cuisine, but it is still necessary to investigate the specific dining needs of customers in order to satisfy customers

(2) Catering services include both cooked food and service products, with high quality requirements.

The catering industry is different from both industry and other service industries. The main and non-staple food raw materials it cooks and provides to customers must be purchased every day, and must be cooked and sold on-site according to customer requirements to achieve cooking and sales. , service and consumption are completed at one time, and the product life cycle is short, which brings high quality control requirements, such as "color, aroma, taste, shape", exquisiteness, hygiene, deliciousness, speed, etc.

(3) The catering industry is a service industry dominated by labor-intensive manual operations, and the quality of its products relies heavily on the cooking and service skills of chefs and service staff

The catering industry is A labor-intensive industry, the production of food mainly relies on the complex and diverse manual skills of chefs, and the hospitality service to customers relies on the flexible and standardized service skills of service personnel. Therefore, continuously improving the quality of catering industry personnel has become an important step in improving the quality of catering industry personnel. key link in service quality.

2. Catering service quality system documents

Catering service quality system documents generally consist of four levels.

1. Quality manual

——The catering service quality management manual should be compiled according to the catering service quality environment, followed by the ISO10013 "Guidelines for the Preparation of Quality Manuals", and separately stated:

(1) Catering service quality policies and objectives;

(2) Management, service and inspection personnel responsibilities, authorities and mutual relationships that affect catering service quality;

(3 ) Quality management system program documents, that is, management specifications;

(4) Provisions on manual preparation, review, modification, version change, etc.

——The Catering Service Quality Assurance Manual is generally compiled based on the sequence of quality system elements in ISO9001:

① Management responsibilities;

(1) For work in the kitchen Personnel providing cooking services to customers can formulate operating specifications separately according to their business. Such as:

①Working Standards for Side Dish Chefs;

②Working Standards for Food Carving Chefs;

③Working Standards for Barbeque Chefs;

④The operating standards of pastry chefs;

⑤The operating standards of pastry chefs, etc.

(2) Job specifications can also be formulated for managers responsible for catering services.

No matter what type of specification, there should be clear and specific provisions on job responsibilities, job requirements (or qualifications), service (operation or work) process, content and requirements, etc.

4. Quality records

The format size and column content of catering service quality records should be determined under the principles of taboo, simplification, uniformity and standardization. It should mainly include:

(1) Order (i.e. menu);

(2) Banquet arrangement list;

(3) Equipment safety checklist;

(4) Menus;

(5) Complaint letters and handling orders;

(6) Restaurant hygiene inspection form, etc.

3. Catering service quality audit

The catering service quality audit should mainly conduct quality audits in three aspects.

1. Service quality audit

This is an inspection of the catering service personnel's implementation of service standards. Generally, the relevant supervisors should use inspections and other methods to inspect all types of catering service personnel, especially It is to review the quality of restaurant waiters in restaurants, cafes, and banquet halls. For example, the main responsibilities of a restaurant waiter are:

(1) Arrange the restaurant and tables, and make preparations before service;

(2) Polish the tables and utensils, and clean the restaurant Hygiene work;

(3) According to service standards, do a good job in reception and service to customers, help guests sit down, deliver towels, tea, and dishes;

(4) The table should be cleaned after each dish is served, all contaminated spoons and utensils should be moved to the washing area, and tableware should be replenished in a timely manner.

Inspection inspectors check whether the restaurant waiters follow the prescribed service specifications during their service process (i.e., welcoming guests to their seats - ordering and taking orders - serving dishes - inter-dinner service - checkout (paying the bill) and seeing off guests). Work is reviewed. If necessary, ask customers for their opinions.

2. Service process quality audit

This is an audit of whether various restaurant personnel conscientiously implement management regulations and ensure process quality. Generally, the focus is on the kitchen cooking process and restaurant Quality review of the reception service process. Such as the banquet reception process, such as the banquet reception process, as shown in Figure 5-3.

The auditor should observe and check whether the restaurant service staff operates according to the process shown in Figure 5-3 and whether there are any omissions or inversions.

3. Catering service quality system audit

This is a systematic inspection of the catering service quality system or an audit of relevant elements. The purpose is to promptly discover deficiencies in the catering service quality system. Weak links or non-conforming items shall be corrected in a timely manner to improve the quality system.

The specific audit methods are based on internal quality audit documents. This document must not only follow the principles and requirements in ISO 10011 "Quality System Audit Guide", but also combine the characteristics and characteristics of quality management in the catering service industry, such as the audit outline and checklist prepared in the internal quality audit, and emphasize the inspection of the following elements and links.

(1) Elements that should be focused on auditing

a. Management responsibilities;

b. Hygiene control (including food hygiene, facility hygiene, environmental hygiene and employee Health);

c. Catering process control;

d. Training (especially the training of chefs and restaurant waiters);

e. Procurement, etc.

(2) Links that should be strictly controlled

a. Purchase and acceptance of staple and non-staple food;

b. Dishes cooking;

c. Food hygiene regulations;

d. Catering service regulations, etc.

In addition to the catering departments of hotels and restaurants, the above catering service quality system also applies to specialized restaurants, fast food restaurants, and snack bars.

Of course, the service quality system of modern hotels, restaurants, hotels, resorts, etc. does not only need to establish two sub-systems: room service quality system and catering service quality system. It should also establish business service quality system (shopping mall department), Maintenance service quality system (Engineering Department), post and telecommunications service quality system, etc.