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Chapter VI Hotel Service Quality Management

The third Festival Hotel service quality control method.

Main knowledge points:

First, the link of hotel service quality

(A) the quality management of the preparation process

1. Service preparation

Focus on two aspects: mental preparation and material preparation.

2. Preparation for production

Three links:

1) Procurement and acceptance of raw materials.

2) Business division and personnel arrangement.

3) prefabrication.

3. Logistics equipment

Including material preparation and supply, facilities and equipment maintenance.

(B) the reception service in the process of quality management

Main contents:

1. Strictly implement the reception service specifications and strengthen the service quality inspection.

2. Make full use of the quality information feedback system, collect all kinds of quality information in the process of reception service in time, conduct analysis and research, find out the causes of quality problems, and take improvement measures to further improve the service quality.

(C) the end of the quality management process

1. Work before departure:

(1) Take the initiative to solicit opinions;

(2) Master the departure time of the guests to prevent account leakage;

(3) When the guest leaves the store, take the initiative to say goodbye.

2. Customer's work after leaving the store

(omitted)

Second, the connotation of hotel service quality

(A) the internal control of hotel service quality

The whole process includes three elements: employees, managers and guests. It involves four aspects:

1. Set standards;

2. Quality inspection;

3. Analysis and solution of problems;

4. Quality training.

(B) the external guarantee of hotel service quality

1. Guarantee of service attitude.

2. Service level standard guarantee.

3. Scope of application of quality assurance.

4. Correct the unsatisfactory quality and guarantee compensation.

5. Quality assurance hotline.

(3) hotel quality management system certification

Quality certification is an activity undertaken by a third party, based on technical standards, aiming at products or services.

1. The significance of hotel quality management system certification:

(1) brings credibility to hotels and enhances market competitiveness.

(2) It is beneficial to improve the hotel's internal quality management system and ensure the service quality.

2. Basic working procedures for hotel quality management system certification:

(omitted)

Third, hotel service quality control technology

The method of two diagrams and one table is Pareto diagram, causal analysis diagram and countermeasure table.

Fourth, Festival Hotel guest satisfaction management technology.

Main knowledge points:

First, the hotel service quality and customer satisfaction

(omitted)

Second, the hotel guest satisfaction analysis technology

1. Hotel guest satisfaction index (customer satisfaction index)

2. Hotel guest satisfaction weighted average method

Overall hotel guest satisfaction = ∑ (guest proportion of all attributes × guest satisfaction of all attributes)

3. Summary and analysis of hotel guest satisfaction survey results.

Third, provide personalized service for hotel customers.

(A) the definition of personalized service

Personalized service is a service that meets the reasonable personalized needs of different guests.

(B) the content of personalized service

1. More flexible service.

2. Meet the hobby service.

3. Unexpected service.

4. (Computer) Self-service

5. Psychological services

(week 12)

Chapter VII Hotel Human Resource Management

First, an overview of human resource management in Festival Hotel.

Main knowledge points:

First, the concept and objectives of hotel human resource management

All the problems related to the demand and supply of employees are the research objects of human resource management.

Hotel human resource management is to scientifically apply modern management principles, effectively develop and manage hotel human resources, rationally use human resources, maximize people's potential ability, fully mobilize people's enthusiasm, and make limited human resources play the greatest role.

The goal of hotel human resource management;

1. Build an excellent workforce.

2. Form an efficient and optimized labor organization.

3. Create a good working environment.

Second, the hotel human resources management content

1. Make the hotel human resources plan.

2. Recruit hotel staff.

3. Train employees.

4. Mobilize the enthusiasm of employees and enhance the cohesion of the hotel.

5. Managers need to master effective leadership style and do a good job of internal communication in the hotel.

6. Evaluate employees.

Second, Festival Hotel human resources plan.

Main knowledge points:

First, the purpose of making a human resources plan

1. Predict the hotel's human resource demand from two aspects: quantity prediction and quality prediction.

2. Through the development and utilization of hotel human resources, provide the basis for management.

3. Understand and foresee the problems caused by the surplus and shortage of hotel human resources.

Second, the basic work of making human resources plan

work design

Design principle: everyone has his place, not different from person to person.

(2) Job description

Including: job description (also known as job analysis) and qualification description.

Three. Procedures for making human resources plans

1. Demand forecast.

2. Supply forecast.

3. Determine the manpower requirements

4. Personnel plan.

Third, Festival Hotel staff recruitment.

Main knowledge points:

I. Job Description

The hotel fills the vacancy caused by staff turnover through recruitment. It is a general term for "recruitment" and "employment", which contains the element of "selection". External recruitment and internal recruitment can be adopted.

Second, the hotel external recruitment

(A) the choice of recruitment channels

1. Graduates from professional colleges;

2. Professionals in this industry;

3. Other people in society.

(2) External recruitment procedures

1. Publish recruitment information;

2. Preliminary selection;

3. Review the applicant's materials;

4. It is an interview and a test;

5. Physical examination;

6. Employment.

Third, the hotel internal recruitment

(a) Promotion of hotel staff

1. Identify promotion candidates.

Examining candidates mainly from four aspects:

(1) personal ability;

(2) personal morality;

(3) personal work performance;

(4) Working years.

2. Test promotion candidates.

3. Identify promotion candidates.

(B) hotel internal staff transfer

(omitted)

Fourth, Festival Hotel staff training.

Main knowledge points:

I. Vocational training and development training

(1) Vocational training

The main target of vocational training is the employees at the hotel operation level. The focus of training is to cultivate and develop the technical skills of operators, so that they can master the knowledge and technology that can be competent for the work, establish a correct working attitude and develop good professional habits.

(2) Training.

The main target of development training is hotel managers. The core of outward bound training is to cultivate and develop managers' conceptual ability.

Second, the process of training work

(1) Training requirements

This part includes five steps:

1. Determine the training needs;

2. Analyze the current situation;

3. Determine the training objectives;

4. Establish evaluation institutions;

5. Establish evaluation criteria.

(2) Training organization and implementation.

1. Determine the training course content;

2. Determine the training methods;

3. Prepare training materials;

4. Determine the training equipment;

5. Determine the training place;

6. Choose a trainer;

7. Select trainees.

(3) Training evaluation part

This part includes three steps: supervision and guidance, analysis and revision of evaluation criteria, and evaluation of training effect.

Third, the training plan and training methods

(A) the overall hotel training plan

Different levels and departments design different training programs according to the specific conditions of employees. The design of the hotel's overall training plan should follow the principle of step by step, and it can't be done overnight. (Figure 7-4)

(2) Vocational training plans and training methods

1. induction training-including introductory training and business training.

2. on-the-job training.

3. Alternate training.

4. Change the training.

(b) Develop training plans and methods.

1. Training of grass-roots managers. The training focuses on the basic knowledge and skills of management and cultivates their ability to think, analyze and solve problems.

2. Training for senior and middle managers. The training focuses on the study of management theory, cultivating and improving the ability of organization, command, coordination and control, the ability of employing people and the ability of business decision-making.

The ways to carry out training include: classroom teaching, discussion, case analysis, role-playing, simulation scheme formulation, etc.