Summary of hotel quality management

Overview of hotel quality management-> >; & gt& gt I organized it carefully.

I have been in the quality inspection department for several months and have a deep understanding of the work of the quality inspection department. As a quality inspector, we should take responsibility and take the lead for the hotel. Fully responsible for the standard operation of the hotel and the improvement of service quality. The work of quality inspection department of xxxx is summarized as follows. The main responsibility of the quality inspection department is to ensure the realization of hotel management objectives through planning, organization, training, guidance, coordination, control, supervision and inspection. Please criticize and correct me.

First, the main practices and working ideas ensure that the quality inspection work has rules to follow and standards to follow.

1 Carry out the work according to the original quality inspection specifications and rewards and punishments.

The standards implemented mainly include the Code of Service Etiquette in Hotel Industry and other related industry standards. The implementation system is hotel management manual, documents of various departments, management standards, employee manual, quality inspection and reward and punishment regulations, etc. In addition, carry out quality inspection. In mastering norms and systems, we always adhere to the principle of "combining reality, benchmarking, openness and justice, equality for all and equal treatment". Although some systems are not perfect at present, we insist on improving the systems while checking the work, so that after all systems are introduced, they will lay a foundation for implementation and provide reference for quality inspection.

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Adhere to the four-level inspection of hotel leaders, quality inspectors, department managers and department heads for quality inspection.

Adhere to the "hotel leaders focus on inspection, focus on inspection. Comprehensive inspection by quality inspector, special inspection by department manager and daily inspection by department head. That is, please ask the general manager to do a key inspection at least once a month, and conduct a comprehensive inspection every day by quality inspectors from quality inspection department, human resources department, office and other departments from time to time. Managers of all departments shall conduct special inspections on various business items according to their respective responsibilities, and the manager on duty shall combine daily inspection with daily inspection and four inspections, and make quality inspection records. After finishing by the quality inspection department, the quality inspection notice will be issued according to the quality inspection reward and punishment regulations.

3 do a good job of training new employees on a regular basis.

Train every new employee in the business department. Ensure the ability to work independently and reduce the pressure on the department. At the same time, let employees understand the importance of their posts and improve their business knowledge and job skills.

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4 adhere to the principle of guidance and education, supplemented by punishment, and deal with the problems arising from the inspection.

In the process of quality inspection, some problems that can be corrected through our first-time guidance can not be solved by responsible departments or individuals alone. It will be ordered to make on-site rectification or assist in coordination through oral notification, and will be inspected at a later stage. It's not usually handled. For some problems that have been repeatedly emphasized, some problems that have been repeatedly taught, and some problems that directly affect the company's safety, customer satisfaction and violate the company's rules and regulations, a quality inspection notice will be issued to deduct points. The quality inspection notice is made in triplicate, one for the record of the quality inspection department, one for the performance appraisal of the human resources department and one for the reference and rectification of the responsible department.

Second, the main effect promotes the establishment of hotel quality management system.

1 the development of quality inspection.

Quality management is the core of enterprise management, and quality is the life of an enterprise. Therefore, the establishment of quality management system embodies the principle of customer-centered, making hotel management more scientific, standardized and effective. At the same time, through reasonable resource allocation, the formation process of various factors such as service quality can be controlled, quality accidents can be prevented, internal friction can be reduced, potential safety hazards can be eliminated, and the purpose of saving energy and improving service quality can be achieved, thus ensuring the realization of hotel objectives and indicators and promoting the healthy development of the hotel. What I want to explain here is that any standardized enterprise. Its standards will not change because of regional differences.

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2. It has played a powerful role in improving service quality.

What guests see is neat and beautiful, what they provide is safe and effective, and what employees see is warm and polite. As for how much quality inspection promotes the improvement of service quality, strictly implement the three gold standards of hotel service. I think all departments should have a deep understanding, especially the head waiter in the sales department has more say. From the adjustment of the work order of the department to a screw hole in the wall, I will not let go of the soot on the ground. All must be corrected, and at the same time attracted the praise of the guests.

3 Internal friction control plays an active role.

Pay more attention to the hotel's asset management and pass the quality inspection. Maintenance of facilities and equipment, energy saving and consumption reduction, and control of consumables pay more attention to the completion of target tasks. In terms of asset management, it is required to take regular inventory of assets, and the responsibility should be assigned to people, and repair them in time to prevent loss reporting; In terms of maintenance and guarantee of facilities and equipment, it is required to carry out daily maintenance, that is, to repair damaged facilities and guarantee them regularly, and to extend their service life as much as possible. In terms of energy saving and consumption reduction, it is required to strengthen publicity and guidance, implement quantitative management, and put the responsibility on people. For the control of consumables, it is required to control the outbound data of consumables, encourage secondary recycling and implement the objectives and tasks of various departments. Quality inspectors do play the role of supervision, supervision and guidance, but in order to achieve my energy consumption control goal, all my employees need to participate in it to play a greater role in internal friction control.

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Third, the main problems

1 has a heavy workload and the quality inspection team lacks strength. On the one hand, we should do a good job in quality inspection. Not less than other functional departments, the current quality inspection team is obviously a bit backward in energy. On the other hand, the quality inspection work is of a special nature, mainly to find faults for everyone in accordance with norms and systems. As an offensive job, everyone is under great pressure, unwilling to participate in quality inspection and shrinking in the face of difficulties.

2. Entering the sequential quality inspection work has just started, and the professional quality of our quality inspection personnel can not meet the needs of quality inspection work; ;

Due to the lack of training, the system needs to be further improved.

There are many phenomena that employees attach importance to personal interests and ignore collective interests in their work, and they don't pay enough attention to quality inspection and have a biased understanding.

Although the idea of quality inspection has been basically clear. However, the implementation of quality inspection is not comprehensive enough.

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