How to establish a hotel quality committee

Hotel Quality Assurance System (SQAS) hotel sunbursts Quality Assurance System Preface Service quality is the lifeline of hotel operations. Strengthening quality management and creating quality services are strategic tasks for hotels to create core competitiveness and make the hotel invincible. Due to the continuous upgrading of market competition and the increasingly mature service targets, we have entered an era where customers choose brands and companies. In order to gain a firm foothold in the fierce market competition and continue to grow and develop, we must firmly establish the quality concept of surviving by quality, seeking credibility by quality, seeking market by quality, winning benefits by quality, and service quality is the life of the enterprise. Therefore, we have planned the hotel's comprehensive quality management points to ensure the effectiveness of hotel product quality with a sound quality management system, a complete quality assurance system and a variety of quality inspection and control methods. Let us pay attention to the service quality of the hotel and create excellent corporate benefits with high-quality services. 1. Quality goal system 1.1 Key points of hotel product quality Service quality is evaluated by guests, and guests should be the center of attention of the hotel; To meet the needs of guests, we must first discover and understand the needs of guests; Guests have different needs On the one hand, standardized services can satisfy the majority of guests and achieve a high level of service quality; guests have different needs, and providing personalized services on the basis of standardized services is quality service; improving quality is to increase what guests receive value, but service requires cost; when the needs of guests conflict with social interests, the hotel can only obey the interests of society and the public; the cost waste of people or links caused by insufficient service at one time must be taken seriously. 1.2 The best service quality The best service means respecting and understanding people's service, doing things right the first time, promoting, improving, and innovating, and not allowing unchanging pursuit of quality. It is a cultural revolution. Quality is a way of life and a culture. To improve quality, comprehensive changes are necessary. 1.3 Quality objectives of hotel products The quality of our products and services must satisfy guests. This is our top priority. Everything we do is for your (guest) satisfaction. Respect guests like a leader, understand and pay attention to guests like a friend; hotel service is based on improving guest satisfaction as the highest criterion. 1.4 Essence of quality goals, attentive service, attention to details, pursuit of perfection 1.5 Decomposition of quality goals (establishment of four-level goals) 1.51 Hotel goals 1.52 Department goals 1.53 Team goals 1.54 Personal goals Author: agag0606 Reply date: 2004-9-29 7:56:00 2. The three gold standards of hotel service quality. Hotel products refer to the activities, services and facilities we provide. They must be designed and operated to be of high quality and consistently meet the needs and expectations of our guests. Everything that guests see must be clean and beautiful; everything provided to guests must be safe and effective; all hotel employees must be warm and courteous when meeting guests. (3 of them are hotel service guidelines, omitted) 4. Hotel quality management organization system (three-level quality management system) 4.1 Hotel Quality Management Committee In order to effectively and efficiently manage the hotel's service quality, the hotel established the "Service Quality Management Committee" ", comprehensively guiding the hotel's service management work. With the goal of strengthening basic work and striving for pre-control, we will improve the quality management organization. Overview of the Quality Management Committee To effectively guide the service quality management of each hotel so that the quality of the hotel can achieve uniform quality, the hotel has established a "Hotel Quality Management Committee". The Quality Management Committee is responsible for the daily quality management work of the hotel management company, assisting the hotel in quality management work, and has dedicated personnel to inspect the hotel's environment, facilities and equipment, service items and service levels. Composition of the Quality Management Committee Members of the Quality Management Committee The main functions of the Quality Management Committee are to hold quality management analysis meetings for the company's hotels every quarter and compile and issue the "Hotel Quality Analysis Report". Determine quality goals for company-owned hotels. Review the effectiveness of quality management in the company's hotels. Determine quality control measures for each hotel in the company. Improve the "Service Quality Review Rules".

Review and inspect the service quality of the company's hotels, and supervise the improvement of hotel service quality to meet the quality standards set by the management company. Organize mass quality management activities. 4. 2 Hotel Quality Management Team The hotel service quality inspection team is composed of the hotel quality inspection manager and quality inspectors from various departments. The team leader is the quality inspection manager of the Human Resources Department. Carry out comprehensive quality management work under the guidance of the hotel quality management committee. 4. 3 Department and team quality management groups Departments and teams establish department quality management groups based on department management requirements, and work under the guidance of the hotel quality control team.