How to do hotel quality inspection? Can you give me a specific rules and regulations?

I don't think we should go too far, as the book says: a new official takes office with three fires; Not that I don't want to burn it. I think it should be stewed slowly, and the more it is cooked, the more delicious it will be. I have only worked as a departmental quality inspector to cooperate with hotel quality inspection before, so I can know a little about how to do it. But now I have changed hotels, and I am very confused, so I want to communicate with interested friends and learn something. For example, what attitude and attitude should I take towards employees who make mistakes in quality inspection?

Hotel quality inspection system

A, quality inspection agencies:

1, the hotel implements three-level quality inspection: the first-level quality inspection is the daily quality inspection of each store, which is carried out every day; On Wednesday, conduct a second quality inspection for the store manager and department head; The quality inspection department is responsible for the third-level quality inspection, which will be carried out on Friday.

2. The quality inspection department is the executive management organization of quality inspection.

Second, the quality inspection content:

1, check the precontrol situation.

2, check the implementation of the system.

3, check the operation and maintenance of facilities and equipment.

4. Check the employee's gfd and greet the service with a smile.

5. Check the decoration and hygiene of the goods.

6, check the fire safety management.

7. Check after-sales service, service feedback, complaints and emergency handling.

8, check the work innovation and mistakes.

Third, the quality inspection method:

1. Daily quality inspection: All three-level quality inspectors have the responsibility to conduct daily quality inspection and deal with the problems found in time. If you can't handle it yourself, you should report it to the relevant responsible person for handling; Daily quality inspection is the main task for each store to arrange special personnel to inspect, and it takes a lot of time to complete and fill out relevant forms as required.

2. Department quality inspection on Wednesday: Every Wednesday, the department manager or store manager will conduct quality inspection on all situations of the department, fill in the department quality checklist in detail, and solve problems within a limited time.

3. Manager's quality inspection on Friday: the time is set as a collective inspection led by the head of the quality inspection department and attended by managers and store managers of all departments on Friday; The person in charge of the quality inspection department reports the results to the general manager after the quality inspection, and puts forward treatment suggestions;

4. Unannounced visit: The person in charge of the quality inspection department and the general manager can directly inspect or collect guests' opinions and investigate and implement them.

Fourth, the quality inspection:

1. Each department can handle quality inspection at all levels according to the employee handbook;

2. With the approval of the general manager, feedback the handling opinions of the quality inspection department on Friday to all departments, and make serious rectification as required within a time limit;

3. The quality inspection results on Friday are sorted and classified by the quality inspection department, and the addition and subtraction records are made for each department as the basis for year-end departmental appraisal and reward;

4. The quality inspection department can notify the department in writing to deal with the problems found in quality inspection at all levels, and issue a quality inspection notice for serious or * * * problems, and handle them according to the provisions of the employee manual.

Verb (abbreviation of verb) scoring standard:

1, each project has four grades: excellent, good, medium and poor. On the basis of basic points, add and subtract points according to four grades;

2. The management is in place, the product quality is good, the deeds are good, and the objectification is in the excellent and good range; For poor management, poor service quality, employee violation of discipline, guest complaints, etc. , they are in the average and poor range;

3. Detail score: excellent 5 points, good 3 points, average 2 points and poor 3 points. Scoring ranges from 1-5 points according to light, heavy, big and trivial matters, with the lowest score of 1 point.

Six, scoring method:

1, based on the facts, according to the above scoring standards, the quality inspection department gives the department extra points or MINUS points;

2. The "innovative" and "excellent" work items of each department shall be given extra points as appropriate after being audited by the quality inspection department;

3. The Quality Inspection Department will summarize the scores of each department every month and accumulate them at the end of the year as the main basis for the year-end assessment.