How to improve hotel quality?

In Vivi's tomb, there are a lot of troubles, a lot of troubles.

Mainly includes the following aspects:

1, scientifically and reasonably plan and organize the operation of the housekeeping department;

First of all, according to the overall planning of the hotel, we should formulate the plan of the housekeeping department, determine the service quality, labor quota, material consumption and other indicators, and make a good manpower deployment plan. At the same time, it is necessary to formulate and implement various rules and regulations to ensure the realization of various indicators.

The supervision in the process of room service is an important link to ensure the service quality. First, it is necessary to strengthen the organization and leadership of each team, strictly implement various rules and regulations, strictly check every procedure of service personnel, and implement the system of head waiter, manager, quality inspector and room service director, so as to check one level at a time; Second, strengthen the contact between departments and transmit information in time. Room management does not exist in isolation, and needs to be coordinated with other departments to form a unified whole to ensure the normal operation of business activities; Third, take the initiative to understand the guest's reflection, handle the guest's complaints in time, strengthen the feedback channel, and do a good job in reception service. The quality of room management ultimately depends on the satisfaction of guests. We should pay attention to analyzing the types of guests, studying their psychology, grasping their opinions and needs at any time, finding out the universal problems and changing rules of their needs, grasping the internal relations and basic links in the process of room service, and constantly improving the service quality.

2, strengthen the construction of staff, improve the overall quality of employees.

The nature of the front office and housekeeping department is to provide services directly to guests. Service quality directly affects the management and service level of the hotel. Therefore, strengthening the construction of staff and improving the overall quality of staff is one of the keys to ensure the smooth development of domestic work and improve service quality.

First of all, we should continue to educate employees, make them love their jobs and cultivate their interest in specialties, so as to stimulate their initiative and enthusiasm, educate employees to establish noble professional ethics and the consciousness of serving guests wholeheartedly, educate employees to establish strict organizational concepts and consciously abide by national laws and regulations and hotel rules and regulations.

At the same time, constantly improve the professional quality of employees, because this is the basic condition to improve the hotel's work efficiency and service quality. Therefore, on the one hand, we should pay special attention to the study of employees' cultural knowledge and improve their cultural level, on the other hand, we should pay special attention to the training of business technology and improve their business operation skills, so that employees can:

(1) Enthusiasm, initiative, patience, thoughtfulness, carefulness and seriousness, and a respectful and friendly attitude towards guests must be established.

(2) In terms of service quality, reduce and eliminate the dissatisfaction caused by the lack of quality and skills of waiters.

(3) Everyone should start from the details, especially in appearance, appearance, manners, etiquette, words and deeds, and dress neatly, emphasizing the further improvement of personal temperament.

(4) Mastering the service procedures skillfully, so that customers can feel an atmosphere of the hotel industry and a standardized management mode.

(5) Conduct self-inspection after completing their own work according to the standards, and establish the sense of responsibility and ownership of employees.

(6) Cultivate the team spirit of employees.

(7) realize standardized service and high-quality service, thus affecting the customer reputation and the social reputation of the hotel.

In the process of domestic management, we should conscientiously implement the reward and punishment system, carry out activities to select outstanding employees, commend and reward employees with high service quality, good business skills, good task completion and high cooperation style, regularly check employees' ideological and professional level, arrange their use reasonably according to each major, attach importance to cultivating and selecting talents, form a backbone team, and play a backbone role in all work.

Open source and reduce expenditure, and do a good job in the control of housing equipment and materials.

3. Room equipment and supplies are the material basis of room service. Therefore, the management of equipment and supplies in room service is also one of the important contents of room management. The front office department and housekeeping department should formulate the management system of equipment and supplies, clarify the responsibilities of managers at all levels in this regard, and use them reasonably. Therefore, in saving, we should look down on the big, a little water, a little electricity, a needle and a thread, and form different habits of saving or wasting, and different benefits will appear.

4. Establish the leading idea of selling more houses every day.

Although the guest room is a tangible commodity with commodity attributes, it is different from other commodities, because if other commodities can't be sold, it can be used as an inventory backlog, which will not cause great losses, while if the guest room can't be sold on the same day, it will cause the loss of fixed costs, so it is a special commodity. As operators, our most important responsibility is to find ways to sell the rooms on the same day.

The main educational principles of waiters:

1, starting with ideological education