How to do a good job in hotel quality inspection

Therefore, the hotel supervisor or quality inspector plays an important role in hotel management. As a supervisor in a hotel, I have the opportunity to inspect all the business premises and often look around all the positions in the background. In fact, the inspection work is to "find fault" with the software and hardware of each post and the service and work of employees in the hotel according to the hotel rules and regulations such as employee handbook, etiquette standard, post responsibility system and operation standard, and then write a patrol report and notify all departments and senior leaders once a day. This job is a thankless job, find a job that is scolded. Imagine how many people hate people who make "small reports", let alone people who make "big reports" in the sun every day, which means that once things are reported, all departments and leaders of the hotel know. Therefore, it is often encountered that various "reasons" are found to excuse themselves, or department managers find excuses and reasons to let subordinates "get rid of", which can easily lead to contradictions or dissatisfaction. To do this work well, we must pay attention to the following points: 1. The facts must be absolutely clear. If someone in the cold dish room wears gloves when they don't follow the requirements, you must write down the employee's badge number so that people around you can see that you are recording it for later investigation. You don't have to write numbers in the "report", but you must have proof to tell the truth, so as not to admit or quibble afterwards. 2, the text should be accurate. For example, poor dust removal, poor dust removal, dust leakage, floating dust on the table and dust accumulation, different words and dynamics reflect different attributes. For another example, if an employee does sleep on his desk, but the boss comes to him with an "inspection report", he will definitely say, "I didn't sleep at all, just because I didn't feel well for a while …", and sometimes the boss with serious selfishness will vent his dissatisfaction with the supervisor on this basis, making everyone unhappy. What should I do? For things that cannot be clearly defined, either point them out on the spot and never do them again, so there is no need to report them in writing. If you must express it, you can write like this: "Some employees lie on their desks and close their eyes during office hours." This can avoid conflicts afterwards, tell the truth clearly, and also leave room for managers to handle it as appropriate. 3. The same problem is expressed in a centralized way. For example, the problem of dust accumulation on shower curtain rods in bathrooms often occurs for a period of time and has not been rectified for many times, so attention should be paid to it in an eye-catching format: if most of the rooms being inspected have this situation, the first sentence of the situation report in each room will state that imagine the same problem exists in several rooms and the hygiene problems appear repeatedly in the same report, which is a clear hint to every manager-it's time to take care of it. 4. Praise hints. Improper wiping of cups often leaves fingerprints or water stains. It has been pointed out many times that it is still impossible to rectify, and the department will say that there is something wrong with the glass quality. At this time, the best way is to find a clean cup and praise it, such as "XX room is clean and meticulous, especially the cup is clean and bright, without fingerprints and water stains", which is more effective than any explanation. 5, heavy evidence. Everything written in the report must have evidence, otherwise it will not come to a good end. If an employee goes to the workshop with a casual book, you must confiscate the book if you want to report it, because some behaviors are punishable. If there is no evidence, the story will soon change, such as "The book is not mine", "I didn't read it, just leafed through it" and "I didn't read it at all …". 6. Resolutely put an end to pleading. We can pretend that we don't know before we let you go, but once the report is written and handled, we must see the results, and we must never be influenced by the intercession of the department, because there is a first time, there will be a second time. The most terrible thing is that it will bring bad consequences-the system can vary from person to person. Therefore, employees will think that the person who "reports" is a "wicked person" and the person who intercedes is a "good person", thus creating contradictions and opposites. 7. Pointing out your problem is to help you. It is difficult for managers of all departments to understand this truth, but we must find ways to make them understand it. For example, once I came out of the bathroom, I forgot to zip up the back of my skirt because of an emergency, and I hurried to the scene. A male employee followed me to a place where I could talk and whispered to me, "Your skirt is zipped up." I really thank him from the bottom of my heart. Because people who point out in time avoid embarrassment in front of more people on a larger scale, people who can point out in time that they are not enough to help you improve are the ones who are really good to you. In fact, other employees must have noticed it, but they didn't tell me for the following reasons: ① What do you mean? ② Will you be unhappy? Will you be embarrassed? 4 Let her go! It's none of my business anyway. If we all do this, the consequences will be even more embarrassing and wider. Someone helps you find a few faults every day, and if you change them, you will make progress. How can you talk about management if you hide it from others? How to improve? 8. What is pointed out and corrected on the spot shall not be written into the report. In some cases, it is indeed negligence. If it is pointed out on the spot that it has been corrected immediately, it need not be included in the report. If there are scraps of paper on the floor of the corridor or cigarette butts in the ashtray, just tell them and correct them immediately. If you point out the corrections and then write them into the report, it will not only have a bad effect on employee education, but will make employees feel that you care too much, and you will not be active in cooperating with the rectification in the future. 9. Define your "role". Writing patrol report is a very serious matter. Remember that your role is "problem finder", not manager. Every word and sentence written by his men must follow a principle: only talk about things, don't comment, and especially don't comment with your own opinions in the report. Because the hotel management level is clear and the scope is clear, every manager knows what to do, and they resent your bossing. In order to reduce the occurrence of contradictions, we must be clear about our "role". 10, "lift the sedan chair" instead of "tear it down". Understand the emotional and psychological dynamics of department managers and employees under certain conditions. If there are large-scale meetings, large-scale activities or holidays, employees are very busy, the workload increases a lot, and the service requirements are very high. At this time, you wrote in your report that "there is a hair on the bathroom floor, or there is a cigarette end on the dining carpet ...", obviously you can't find it yourself. In this state, we should pay attention to the dynamic service, express that the service is in place, busy but not chaotic, the station is standardized, the sound service is better, and the overall hygiene is better. At this time, we need a place to work hard. Never do anything that burns others and yourself at the same time. Even if there are some "small problems", we should focus on the overall situation, show mercy and solve them with judo. Don't destroy the emotional service of employees or leave angrily, and at the same time destroy the unified arrangement of the department and distract attention. Some things can be put aside first to achieve the goal of rectification, and the effect will be better.