What is hotel quality management?

Total quality management is also called quality inspection management and QC inspection. Many years ago, I worked as a full-time quality inspector in a single hotel and a hotel group respectively. The quality inspection work carried out by the units I worked in was definitely not as formal as that of some hotels, which really put the quality inspection work into practice and made great contributions to the improvement of the overall quality of hotels. Next, the author wants to elaborate the quality inspection management from the following five aspects: 1. Understanding and understanding of quality inspection. Quality inspection should be divided into open investigation and unannounced visit. Open inspection is a regular inspection by the hotel's own quality inspection agency; An unannounced visit is to sign a contract with a third party to conduct an all-round experience and inspection of the hotel. Whether it is an open investigation or an unannounced visit, the inspectors need to have a certain professional standard. Looking at the so-called quality inspection personnel and professional unannounced visits in China, there are not many specialities. Quality inspection work is divided into "vertical classification" and "horizontal partition"; The so-called "vertical classification" is mainly divided into six aspects: safety, service specification, cleanliness, hardware facilities, service items and basic management; The so-called "horizontal zoning" mainly refers to various areas of the hotel, such as: peripheral area, lobby area, floor area, dining area, banquet and conference area, recreation and entertainment area, administrative area and logistics area. In the process of inspection, only by crossing vertically and horizontally can we analyze the inspection items more thoroughly, find the existing problems more incisively, and be more conducive to analyzing the reasons and data.