Responsibilities of hotel quality inspection

Under the leadership of the manager of human resources department, he is responsible for implementing, organizing, supervising and implementing the "Star Classification and Evaluation of Chinese People's National Standard Tourist Hotels" and the hotel's quality policy and quality objectives; Responsible for organizing hotel work (service) procedures, standards and management regulations, formulation, revision, interpretation and management of departmental post responsibility system; Responsible for the supervision, inspection and assessment of hotel work (service) quality; It plays a role of supervision and guarantee in maintaining the old quality service, star level and meeting the needs of guests; Play the role of staff assistant in providing information, data and suggestions on service quality for the general manager's management decision.

Work content

1. Carry out and implement the work instructions and instructions of the general manager and the HR manager, be responsible for the leadership of the department and be directly responsible to the HR manager.

2. set an example and strictly implement the relevant policies, decrees, rules and standards of the state, industry and hotels.

3. study hard, be familiar with the business, improve the management level, constantly improve and improve the business work of this department, and ensure the completion of the tasks undertaken by this department.

4. Be responsible for formulating and revising the work plan of the department and making work arrangements according to the work plan.

5. Be responsible for drafting, formulating and revising the job responsibilities, procedures, standards and rules and regulations of the department.

6. Be responsible for the quality education of the staff in this department, pay special attention to the professional training of the staff in this department, and constantly improve the political and professional quality of the staff in this department.

7. be responsible for holding regular meetings of the department, coordinating relations, arranging and summarizing work, studying and deciding major issues of the department, praising good deeds, criticizing bad phenomena and being strict in discipline.

8. Attend all kinds of regular meetings and special meetings hosted by the general manager and the HR manager on time, report the work of the department to the HR manager regularly, and report any major problems in time.

9. Be responsible for establishing and perfecting the work files of the department, and reviewing and handling various reports; Supervise, inspect and assess the implementation of hotel work (service) standards, management system and post responsibility system of this department, and conscientiously implement the principle of distribution according to work and the standard of employee rewards and punishments.

1. be responsible for organizing the formulation, revision, interpretation and management of hotel work (service) procedures, standards and management regulations, and departmental post responsibility system, and coordinate and straighten out various relationships in the implementation process.

11. Take part in the quality inspection, understand the guest's feedback, investigate and analyze the guest's complaints and check the handling results, fully grasp the work situation of various departments, the hotel's work situation and the hotel's work (service) quality, and supervise and inspect the comprehensive inspection and assessment of the work (service) quality of various departments in the hotel.

12. To be responsible for organizing, implementing, supervising, inspecting and assessing the star classification and evaluation of tourist hotels in accordance with the standards of the People's Republic of China and China, as well as the implementation of total quality management and work suggestions.

13. Be responsible for organizing and preparing the annual quality review of star-rated hotels and related major reception tasks.

14. be responsible for strengthening contact and communication with the superior competent department of the hotel, other departments of the hotel and quality management departments in the same industry, establishing good working relations and strengthening information exchange.

15. Be responsible for receiving relevant visitors, handling relevant letters and visits, and complaints from guests to travel complaint departments and news organizations outside the store. Ask for instructions and report to hotel leaders in time when problems are found.

16. ensure the completion of other tasks temporarily assigned by the general manager and the human resources manager.