How can hotel total quality management system improve hotel service quality?

1. Quality target system

1. Key points of hotel product quality:

(1) Service quality is evaluated by guests, and guests should be the focus of the hotel center;

(2) To meet the needs of guests, we must first discover and understand the needs of guests;

(3) Guests have different needs, standardize services It can satisfy the majority of customers and achieve a high level of service quality;

(4) Customers have different needs, and providing personalized services on the basis of standardized services is quality service;

(4) Customers have different needs;

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(5) Improving quality is to increase the value obtained by guests, but services require costs;

(6) When the needs of guests conflict with social interests, hotels can only obey society and Public interests;

(7) The cost of people or links caused by insufficient services at one time must be taken seriously.

2. The best service quality:

(1) The best service is the service that respects and understands people;

(2) The first time Promote things well, and continuously improve and innovate, and do not allow for things to remain unchanged;

(3) The pursuit of quality is cultural innovation;

(4) Quality is a way of life and is If a culture wants to improve its quality, it must undergo comprehensive changes.

3. Quality objectives of hotel products:

(1) The quality of our products and services must satisfy guests. This is our top priority;

(2) Everything we do is for your (guest) satisfaction;

(3) Like Treat guests with respect like leaders, understand and pay attention to guests like friends; hotel service is based on improving guest satisfaction as the highest criterion;

(4) Let guests feel that our services are value for money.

4. The essence of quality goals:

Service attentively, pay attention to details, and pursue perfection.

5. Decomposition of quality objectives (establishment of four-level objectives):

(1) Hotel objectives;

(2) Department objectives;

(3) Team goals;

(4) Personal goals.

2. Four gold standards for hotel service quality

Hotel products refer to the activities, services and facilities we provide. They must be designed and operated to be of high quality and always meet the needs and expectations of our guests.

Standard 1: Whenever you see our customers: smile, make eye contact, greet the customer by name;

Standard 2: Appropriate language, pleasant, lively voice , polite manners, showing our respect and concern to customers;

Standard 3: Answer every customer's questions or needs correctly and professionally. Try to find answers or take action for customers;

Standard 4: Prepare what customers need before they ask for it. Handle customer issues in a professional manner.

3. Hotel Quality Management Organization System (Three-Level Quality Management System)

1. Hotel Quality Management Committee:

In order to effectively and efficiently manage the hotel For the management of service quality, the hotel has established a "Service Quality Management Committee" to comprehensively guide the hotel's service management. With the goal of strengthening basic work and striving for pre-control, we will improve the quality management organization.

2. Overview of the Quality Management Committee:

To effectively guide the service quality management of each hotel so that the quality of the hotel can reach a unified quality, the hotel has established a "Hotel Quality Management Committee". The Quality Management Committee is responsible for the daily quality management work of the hotel management company, assisting the hotel in quality management work, and has dedicated personnel to inspect the hotel's environment, facilities and equipment, service items and service levels.

3. The main functions of the Quality Management Committee:

A. Convene the hotel's quality management analysis meeting every month and compile and issue the "Hotel Quality Analysis Report".

Determine the quality objectives of the company's hotels;

B. Review the effects of quality management of the company's hotels;

C. Determine the quality control measures for the company's hotels;

D. Improve the "Service Quality Review Rules";

E. Review and inspect the service quality of the company's hotels, and supervise the improvement of hotel service quality to meet the quality standards set by the management company;

F. Organize mass quality management activities.

4. Hotel quality management team:

The hotel service quality inspection team is composed of hotel training quality inspection department and quality inspectors from various departments. The team leader is the manager of the training and quality inspection department. Carry out comprehensive quality management work under the guidance of the hotel quality management committee.

5. Department and team quality management teams:

Departments and teams establish department quality management teams according to the department's management requirements, and work under the guidance of the hotel quality control team.

IV. Hotel quality supervision and inspection system

1. The hotel’s seven-level quality control system:

(1) Key inspection by the general manager.

(2) Comprehensive inspection of the duty manager (duty manager):

As the general person in charge of the day’s service quality, the duty manager performs the responsibility of service quality management. The key contents of the inspection will be reported at the morning meeting the next day;

(3) Daily inspection by department managers:

Department managers are directly responsible for the quality of all work within their jurisdiction Management responsibilities, all inspections must be institutionalized and form-based;

(4) Daily inspections by quality inspection personnel:

In addition to daily inspections, quality inspection personnel also control the quality of the hotel In addition to the situation, we should work hard on special inspections and dynamic inspections to find typical cases, discover deep-seated problems, and reflect professionalism;

(5) Self-examination of all employees:

The hotel must Cultivate employees' awareness and habits of self-examination, and adopt effective forms and methods to stimulate the enthusiasm of all employees to participate in quality management;

(6) Night inspections by security personnel:

Night is often a time when hotel safety and quality problems occur. The content and requirements of the security department’s night inspection will form a daily quality inspection report, which will be sent to the general manager and human resources department the next day;

(7) Guest’s final inspection:

Only those approved by the guest Service is the most valuable service. The main methods include: first, the guest visit list; second, the daily lobby manager’s daily records and the duty manager’s records to summarize the guests’ effective opinions on service quality; third, inviting guests to make unannounced visits from time to time, and provide information on the entire hotel or a certain service. The region should be evaluated objectively and realistically.

2. Supervision of hotel service quality by the Quality Management Committee: Service Quality Supervisors

Members of the Hotel Quality Management Committee and invited professionals inspect and evaluate their hotels. Quality inspection activities

Members of the hotel quality management committee and one of the invited professionals will inspect and evaluate the hotel at least three times a year.

Undercover visits: At least once a year, professionals are invited and issued unannounced visit reports and scoring reports.

Form used: Important guest opinion solicitation form.

Inspection of hotel minimum product standards: The hotel inspects and issues a score report in accordance with the "Minimum Hotel Product Standards".

Comprehensive inspection of quality assurance: The quality assurance representative will conduct a comprehensive inspection of the hotel. During the inspection, the quality assurance representative will be accompanied by the resident manager or operations director to conduct the evaluation. The purpose of this is also obvious. It means jointly discovering defects and truly understanding what areas need improvement.

Materials used: "Assessment Standards for Hotel Customer Management", "Star Classification and Rating of Foreign Tourism Hotels", "Hotel Service Quality Evaluation Rules".

Guest survey: once a year.

The sum of these scores will be used to determine the service quality level of the inspected hotel.

5. Quality graded management system (five-level assessment system)

1. Representation of service quality level:

5 Sunbursts Five Sun Symbols/95

4 Sunbursts: 90 points or more;

3 Sunbursts: 85 points or more;

2 Sunbursts: two sun symbols/80 points or above;

1 Sunbursts: one sun symbol/75 points or above;

No sun symbol below 70 points.

The Hotel Quality Management Committee holds quality analysis meetings every month based on the inspection results to evaluate the quality levels of each department. Hotels with 3 or more sun symbols in the product and service departments mean that they exceed The lowest standard of the hotel. In other words, the higher the sun level of the hotel, the higher the service quality level.

Departments with less than 2 or no sun rating indicate that there are major deficiencies in the department or product quality, facilities and equipment or service levels, etc., and will be rectified within a time limit. At the same time, according to the hotel performance appraisal method, Certain rewards and punishments will be given to the person in charge until the service standards stipulated by the hotel are met.

6. Hotel Quality Information Management System

Quality evaluation and analysis are effective means to discover problems, summarize rules, and achieve pre-emptive control.

1. Quality information entry system:

Each department must enter the quality accidents, service cases, safety inspections and quality conditions that occurred on the day before 12:00 noon the next day computer and provide feedback to the Human Resources Department. Departments that fail to enter information in a timely manner will be punished in the same way as failure to complete work tasks in a timely manner in the service quality review rules.

Daily report from the Assistant Lobby Manager: Ensure that the number of guests visiting each month is no less than 450. Complete and detailed records of any matters that occurred and were handled during the shift, compile some special, important and universally significant content into documents, enter them into the computer and send them to all departments during the shift. The recorded daily reports of the lobby manager must be filed in a timely manner.

2. Analysis and reporting system:

The quality inspection team conducts summary statistics, classification analysis, and quantitative explanations of quality problems that occur every month, and forms a quality analysis counter-report.

3. Implement a typical case reporting system:

Important and typical incidents should be verified and investigated, and typical cases should be made and reported to the hotel.

4. Quality analysis meeting system:

Convene quality analysis special meetings every month.

5. Quality file management system:

Quality files are an important basic work for the hotel to improve services and improve standards. The hotel human resources department is responsible for the training and quality inspection manager.

Departments and teams should establish and improve the file management system and implement a system of dedicated personnel and regular inspections. The hotel will inspect the files of each department from time to time.

6. Quality inspection report and analysis format:

(1) Hotel quality inspection daily report:

Full-time quality inspection conducts daily spot checks on the overall quality of each department Status and summary analysis of the quality inspection content reported by each department, with "5W1H" as the basic content of the quality inspection report:

A. when: When will the inspection be carried out?

B. where: Where to check?

C. what: What happened? (Objective description)

D. who: the people involved.

E. why: analyze the reasons, direct and indirect reasons.

F. how: What to do? What steps can be taken to prevent the problem from happening again.

(2) Department quality inspection daily report.

(3) Monthly quality analysis report and analysis chart:

A. Major events related to service quality in the hotel during the month;

B. Quality data analysis, including The following content:

a. The number of hotels with effective bids and divestments in the current month (pie chart);

b. Distribution of departments with effective hotel bids and divestments in the month (pie chart);

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c. Comparison of the number of effective complaints between each department and the previous month (bar chart);

d. Guest opinions of the month;

e. Analysis of typical complaint cases;

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f. Analysis of typical high-quality service cases.

7. Classification control of service quality problems:

According to the characteristics of hotel products and the characteristics of service problems, service quality problems are divided into 9 major categories and 26 sub-categories, which are described separately. As follows:

(1) Work image: a. Appearance b. Standard posture;

(2) Work attitude: c. Service attitude d. Responsibility;

(3) Service specifications: e. Service specifications;

(4) Service content: f. Service proficiency g. Employees should know and understand h. Language ability;

(5) Product quality: i. OK room quality j. Food quality k. Sanitation quality of public areas l. Equipment and facility issues;

(6) Hotel environment: m. Man-made noise n . Construction noise o. External noise p. Temperature q. Odor r. Mosquito interference;

(7) Safety issues: s. Vehicle accident t. Loss of guest belongings u. Fire incident v. Telephone/opposite-sex harassment ;

(8) Internal management: w. Policy complaints x. Internal communication y. Management failure;

(9) Employee discipline: z. Employee discipline.

Category and analyze the above issues (bar chart), focus on the top five categories of issues, and propose control objectives and methods for reference by various hotel departments.

8. Quality Assurance System

1. Minimum standards for products;

2. Minimum standards for services;

3. Facilities Minimum standards;

4. Minimum safety standards;

5. Service quality inspection details.

9. Service quality improvement and education system

1. Service commitment;

2. Service quality themed activities (education).

The hotel regularly carries out quality-themed activities, which can strengthen employees' quality awareness, achieve quality management innovation, and inject new vitality into quality management work.