Traditional Culture Encyclopedia - Hotel franchise - Requirements for hotels and hotel quality inspectors
Requirements for hotels and hotel quality inspectors
Constantly meeting the needs of guests and providing comfortable, convenient, clean and safe quality services for guests are the main working objectives of the hotel. The quality of hotel service directly affects the tourists, economic benefits and social benefits of the hotel, and is related to the rise and fall of enterprises. Therefore, service quality is the life of the hotel, and quality management is an important means to ensure high-quality service of the hotel. Generally, star-rated hotels have quality inspectors to supervise the service quality of various departments. Therefore, the job requirements of quality inspectors directly affect the quality management of hotels. R_W6}
The hotel quality inspector is authorized by the general manager to supervise and inspect all positions in the hotel according to the grading standards of star hotels of the National Tourism Administration, the hotel staff handbook and the service quality assessment standards of various departments. According to the established supervision and inspection system of the hotel, the hotel quality inspector can conduct routine inspection, spot check and special inspection every day according to the unified quality standard of the hotel. The inspection results shall be notified to the general manager, the human resources development department and the managers of relevant departments at any time, and recorded in the daily inspection report as an important basis for the reward and punishment system. This shows the importance of the work of hotel quality inspectors. Then, as a quality inspector, how to do this work well, the author thinks that the following points should be done well in daily work: hT`fAn_
1, familiar with the quality standards of each post, and clear, clear, clear, because there are standards in mind to find problems in on-site inspection. (^oN,7
2, diligent in inspection, good at inspection, should have 2/3 of the time for on-site inspection every day. "Building a car behind closed doors" can't find problems, and you can't find all the problems by doing things with experience, because every day is new and new problems occur every day. Therefore, the quality inspector must go deep into the site, take a walk and check, and find something in the daily inspection and gain something. In addition, we should be good at inspection and form our own inspection procedures and methods. Ptm=c6H('
3. Strong analytical and problem-solving skills and written expression skills, and good at coordinating the relationship between departments. Hotel quality inspectors are responsible for all-round service quality supervision of the hotel. Therefore, the problems found may be cross-departmental, and all departments of the hotel need to coordinate and solve related problems. In addition, some problems need to be corrected on the spot. At the same time, analyze major quality accidents, draft special reports and report them to the hotel management department. Tkp Yn
4. Strong sense of responsibility, fair handling, no "tolerance" and no fear of offending people. fUMjLA | * I & lt
Hotel quality inspectors should have a strong sense of responsibility, check all posts in strict accordance with hotel standards, and do "three don't let go" when finding problems, that is, (1) don't let go of the problems that have occurred; (2) Violators don't know what's wrong and don't let go; (3) Failing to handle the parties correctly according to the hotel regulations. In the daily inspection, handle affairs impartially, do not mix personal feelings, and do things right and not people. Only in this way can quality inspection play its due role. | \ 2 & gtn!
5. Strong learning ability. With the development of the hotel, the service standard required by the guests is also improving, so the service quality of the hotel should also be improved, which requires the quality of the quality inspector to continuously improve to meet the new work requirements. 9(3)t } J5 d
In a word, the work of hotel quality inspectors is a very demanding job, so it is very important to require the quality of quality inspectors, which challenges the quality inspectors to be competent for their own work.
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