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Interim Measures for the Assessment of Hotel General Managers

In order to ensure that the assessment of hotel general managers goes smoothly and is fair and just, the assessment work is indeed implemented and the assessment results are achieved This assessment plan is truly linked to performance.

1. Scope of assessment

(1) Completion of work plan;

(2) Temporary work;

(3) Implementation of training;

(4) Service quality evaluation.

2. Assessment Organization

The company has established an assessment team specifically responsible for assessing hotel managers. The specific personnel arrangements are as follows:

Team leader:

Members:

The assessment team has an office, which is responsible for the company's daily assessment of hotel managers. The office manager serves as the director of the assessment office.

3. Assessment methods

For different assessment scopes, different assessment methods are adopted:

(1) Assessment of the completion of the monthly work plan (weight: 30):

The assessment of the monthly work plan shall be conducted by the company office. Each hotel shall submit the monthly work plan approved by the hotel manager to the company office before the Friday of the last week of each month. The company office shall submit the monthly work plan at the end of each month. The work of each hotel will be inspected on Fridays of the week, and the inspection results will be scored (see the "Work Plan Reporting System and Process" for details). Each hotel manager will be assessed according to the weight requirements.

(2) Temporary work (including work required by superior departments, leadership arrangements and meeting minutes) (weight 20)

The office will follow up and inspect according to the relevant requirements and standards of the work , If an item is not completed on time, 20 points will be deducted from the total performance points of this item. If the completion does not meet the standard requirements, 10 points will be deducted from the total performance points of this item, until all points are deducted.

(3) Training assessment (weight: 15):

Each hotel department shall submit corresponding training plans (training time, content, participants, trainers, lecturers) every month Location), the office will conduct regular or irregular inspections and verifications based on the reported training plan. The hotel managers will be evaluated according to the following formula based on the inspection and audit results:

(Number of trainings ÷ total number of planned trainings × 5 + number of qualified people for verification ÷ total number of random inspections and verifications × 10) × 5 = score for this item

(4) Assessment of service quality (weight: 35):

The assessment of service quality is divided into customer satisfaction, customer complaint rate, customer complaint handling rate and service quality The inspection situation is assessed in four parts;

1. Customer satisfaction (weight: 10): Establish a "Customer Survey Form", and members of the assessment team will go to the front line to conduct a survey on the guests visiting the store every month. The sample size of each hotel is 30 people.

Each indicator of the survey is graded according to satisfactory (100 points), acceptable (75 points), average (50 points), and poor (25 points). After summarizing and averaging, the final score will be reported to the assessment office; the score calculation formula is:

Total investigation score ÷number of investigators÷100×5×10=score for this item

2. Customer complaint handling rate (weight: 15): Establish a "Customer Complaint Handling Record Form" ", the assessment team will summarize the "Customer Complaint Handling Record Form" at the end of the month; the score calculation formula for this item is:

(Number of complaints handled ÷ total number of complaints × 5) × 10 = Score for this item

3. Service quality inspection (weight: 10):

The company office organizes random inspections of the service quality (sanitation, service standards) of each business entity twice a month, and will conduct random inspections The situation is summarized and scored. The specific scoring formula is:

Number of unqualified service persons (departments) ÷ total number of inspection persons (departments) × 5-5 × 10 = score for this item

(5) Assessment summary: Based on the assessment situation of this department and the specific assessment results submitted by other departments, the office will summarize the comprehensive work situation of the hotel general manager for this month before the 5th of each month, and conduct divided assessments;

(6) After the assessment situation is summarized, it will be reviewed by the director of the assessment team office and approved by the general manager of the company; the approved assessment results will be linked to the performance salary of the month.

When this assessment and the economic indicator assessment are conducted in the same month, the economic indicator assessment will be conducted first; the remaining performance will be assessed next.

IV. Assessment Interview

The assessment office shall report the assessment results of the hotel general manager to the general manager of the company before the 6th of each month, and the general manager of the company shall decide to conduct an interview with the general manager of the hotel. time; and the assessment office will organize an assessment team to conduct an interview with the hotel general manager on time, and the hotel general manager will confirm the assessment results; after the interview, the focus of the next work and improvement measures should be determined based on the interview results; if necessary, include Work plan for next month.

V. Related Records

(1) "Hotel Manager Assessment Summary Form" B-JY/(SOP-JY-BGS035)-01

(2) ) "Customer Complaint Handling Record Form" B-JY/(SOP-JY-BGS035)-02

Hotel Manager Assessment Summary Form

B-JY/(SOP-JY-BGS035 )-01

Hotel name

Monthly plan completion status

Temporary work completion status

Training status

Service quality customer satisfaction

Customer complaint handling rate

Service quality inspection status

Summary score

Aggregator summary time

Reviewer’s Opinion Reviewer: Year, Month, Day

Approver’s Correction Score

Approver’s Opinion Approver: Year, Month, Day

Customer Complaint Handling Record sheet

No.: B-JY/(SOP-JY-BGS035)-02

Complainant’s complaint time

Responsible department’s handling time

Description of the complaint

Head of the handling method and result department: Year, month, day

Verifier of the verification results: Year, month, day