How to write the hotel supervision plan? What is the format?

Customers are the customers of the hotel and have the most say in the service quality of the hotel. Customers accept the services provided by the hotel and convey their own personal experiences to the hotel, so that the hotel can constantly discover the needs of customers and the shortcomings of the hotel, and then improve the service and improve the service quality; On the other hand, customer feedback will also show that there is still a long way to go to achieve the service quality objectives of all posts and departments.

Customer feedback form:

Consumption area

specific surface area

interviewee

Interview date

Duty supervisor

QA Supervisor

Customer input

Remarks:

The vast number of front-line employees have zero-distance contact with customers and put themselves in their shoes. They have the most say in how to improve customer satisfaction, and they know the needs of customers best.

Front-line staff work opinion form:

Accessory function

Employee signature

Location:

Entry time

Interview date

QA Supervisor

Staff opinion

Remarks:

Follow-up inspection of department quality objectives:

~ front office quality target inspection standard breakdown table:

Target category

target

Standard value

Guest check-in service target

The room reservation arrangement is accurate.

Check in quickly and accurately.

The concierge service is accurate.

Guest baggage service target

The guest's luggage is delivered in time and accurately.

The luggage of the team is received and delivered accurately.

The luggage arrangement is reasonable and the guests are satisfied.

Comprehensive service quality target

Handle guest complaints in time.

Update guest historical data accurately and timely.

Business service is fast and accurate

The statistics of guest consumption are accurate.

Guests check out accurately.

~ decomposition table of inspection standard for interior quality objectives:

Target category

target

Standard value

Quality objectives of facilities and equipment

The room is clean and comfortable.

Qualified rate of guest room facilities and equipment

Safety rate of room facilities and equipment

Rationality of supporting facilities

Guest service quality target

Clean the room in time

Standardization of room service

Matters entrusted by customers shall be handled in a timely manner.

Be familiar with the guest's personal situation

Guests should deal with emergencies in time.

Comprehensive service quality target

Customer relationship maintenance

Handle the lost items of the guests in time.

Service attitude, etiquette and politeness

~ food and beverage department quality target inspection standard breakdown table:

Target category

target

Standard value

Select quality objectives

Customer complaint rate

Renewal rate of dishes

Hygienic qualification rate of dishes

Running speed (customer waiting time)

Restaurant service quality target

The speed of supplying and delivering vegetables (food)

Recommended sales rate

Customer complaint rate

Table hygiene qualification rate

Comprehensive service quality target

Etiquette and courtesy

Customer repeat consumption rate (return rate)

The restaurant environment is clean and comfortable.

Qualified rate of kitchen hygiene

~ Inspection List of Quality Objectives of Recreation Department:

Target category

target

Standard value

Security goal

Qualified rate of equipment and facilities

Safety of facilities and equipment

Timeliness of counseling.

Service quality target

Rationality of entertainment project setting

Member service is thoughtful.

Service attitude, etiquette and politeness

Comprehensive service quality target

The venue was in good order.

Comfortable and hygienic environment

Integrated support service

Effectiveness of promotional activities

~ breakdown table of quality target inspection standard of purchasing department:

Target category

target

Standard value

Procurement quality control objectives

Qualified rate of food raw materials

Qualification rate of hotel supplies

Qualified rate and safety rate of guest supplies

Safety rate of hotel service facilities

Service quality target

Timely delivery rate

The quantity of goods is appropriate.

Standardization of procurement channels

Total quality control objectives

Cost saving rate

Total procurement cost control rate

Timely rate of commodity price report

~ breakdown table of quality target inspection standard for hotel commercial housing:

Target category

target

Standard value

Commodity quality target

Commodity qualification rate

Commodity quality grade

Regular commodity purchase channels

Food safety rate

Service quality target

Familiarity of goods

Accuracy of recommended goods

customer satisfaction

Comprehensive service quality target

Hotel reputation

Sales growth rate

Warm and thoughtful service attitude

~ safety and quality target inspection standard breakdown table:

Target category

target

Standard value

Security service goal

Maintain public safety and commercial order.

Fire safety maintenance

Safety assurance rate of weighing activities

Assist in criminal investigation

Accident handling objectives:

Accident rate:

Timely handling of accidents:

Comprehensive service quality objectives:

Create security environment scope:

Good traffic order in front of the hotel:

Customer safety satisfaction: