How to "discover" problems in hotel quality inspection

There are several key words here: inspection, discovery, problem, analysis, solution and re-inspection. This is actually a well-known "Deming PDCA cycle" in management science: every quality management process goes through four stages in turn: planning, implementation (Do), inspection and action. Finding the problem will solve half the problem. What questions are you looking for? -That's the detail. A fleeting smile or indifference, a tacit arrangement of left-handed chopsticks, a moment of courtesy to let guests pass first in the guest room corridor, a kind and friendly "take your time, welcome to come again next time" and a farewell wave … these are all details. There are thousands of details. The details of the specification are not all contained in the thick Service Specification. In the final analysis, the quality of the details depends on whether the customers are satisfied. Of course, this customer includes internal customers. Train of thought; Methods; Basic skills; Vision-I think it is related to these four aspects. I. Ideas A hotel has many stereotypes on the quality inspection ideas, which are similar. As far as I know, most quality inspectors are used to checking static content (which is also the reason why some hotels are labeled as "health inspectors"), while ignoring the inspection of dynamic service processes. Most of the hotel service problems appear in the process of guest consumption, that is, in the process of service. For example, how often do PA employees check and clean the ashtray in the lobby lounge? When the guest enters the front desk area, how far does the receptionist start to look at the guest and say hello? How often do restaurant waiters look around to observe the dining needs of guests in this area (there are often guests who want to increase their services but look around but no waiters find them)? Is the air conditioner in the restaurant cold or hot? Do any guests feel sick? Did the waiter observe it? Do hotel employees (including the general manager) respect the guests and nod appropriately when they meet them in the elevator? This process is not easy to check, and the quality inspector doesn't want to have a hard time with himself, so he chooses the static content that is easy to check and convenient to record. Second, the methods of quality inspection should also be planned. The methods of quality inspection include the planning of inspection process and the planning of treatment methods found in inspection. Innovative quality inspection must be well planned. The timing, frequency, checkpoints, key links and means of quality inspection are all planned. If the farewell service is often neglected, involving all aspects of guest consumption, such as front office, guest room, catering, laundry, business center, security, etc., what about the farewell service of employees in these departments? Special examinations can be made in terms of language, movements, expressions and emotions. There is also the need to make full use of the monitoring system of the security department for quality inspection, which is actually equivalent to an unannounced visit inside the hotel. You can set up special topics for investigation, such as observing the polite and respectful responses of hotel staff and Lu Yu guests. These processes are very real and convincing. In the era of "theme", hotel quality inspection should also keep pace with the times and plan endless themes to carry out inspection work. Such as smile theme, greeting theme, guest communication theme, guest response theme, power saving theme, safety theme, etc. Of course, it should also be combined with the service quality theme activities being held by hotels and departments. If possible, it is best to inform the inspected department to deal with the problems found in quality inspection immediately. In a few cases, inspection is not the purpose, but the purpose is to solve the problem. Don't let the employees of the inspected department have misunderstandings and objections. Third, the basic skills This basic skill mainly refers to the quality inspector's understanding and mastery of various hotel management processes and service processes. Because to find out the details of each department, we must first understand the workflow of this department and know the key requirements of this process before we can make a judgment. Otherwise, you can only check the hygiene. When I was doing management consulting in several star-rated hotels, I directed the hotels to write a set of very practical documents. One of them, which I think is quite successful, is that in every service process, I specially wrote "key points and control requirements". As a quality inspector, I must master these key requirements and then check the service process of employees. From this point of view, in fact, quality inspection requires managers with relatively high level and practical experience at the grassroots level to be competent. However, many hotel quality inspectors are only full-time quality inspectors in the human resources department. They have some grassroots experience but lack of management experience, which will affect the quality inspectors to see the problem from a higher level. Fourth, the vision quality inspector should have a broad vision, not just confined to the hotel interior and the hotel field. Many things and laws in the world are interlinked.