Summary of the work of hotel quality inspection department

Summary of the work of the hotel quality inspection department 1 On behalf of the hotel quality inspection department, I summarize the work of this department in 2020 as follows:

I. Key tasks in 2020

1. sanitary inspection: the original detailed rules for sanitary inspection were revised and improved, the intensity of sanitary inspection was strengthened, and the number of sanitary inspections was increased.

2. Inspection of engineering problems: items requiring maintenance are found in the weekly routine inspection and reported to the engineering department in time.

3. Star-rated special quality inspection: refer to the standards of four-star hotels, check and find items that do not meet the star-rated standards, and feed back to all departments for rectification.

Two. Summary of Quality Inspection Feedback in 2020

1, Front Office: As the facade of the hotel, the front office has always had high hygiene requirements. Because there is a lot of dust in the lobby, health problems are generally concentrated here. Compared with the past, the health condition has been greatly improved, but we still need to continue to work hard.

2. Housekeeping Department: The hygiene of guest rooms is our key inspection object, so the requirements are very strict, so the hygiene of each floor has been improved to varying degrees. For the sanitation of low floors, it is relatively difficult because there are relatively more dust and more guests, so we should also express our understanding, but we still hope that the waiter will have high standards and strict requirements for room sanitation.

3. Security Department: The sanitation during quality inspection has been good, but the sanitation of the front and rear parking lots has been unsatisfactory. There is also the issue of fire safety inspection. During the quality inspection, I found that several inspections were not timely, and I don't know what would happen in the usual inspection. In short, safety is no small matter, so we must do a good job in fire safety inspection to prevent problems before they happen.

4. Engineering Department: There are many routine maintenance items pointed out by the quality inspection, which shows that the routine maintenance inspection of the engineering department is not in place, and I hope to pay attention to it in the future.

5.PA dePArtment: pa is responsible for many fields. Although there are often inadequacies, they can be corrected in time after being pointed out, and the sanitary condition of the customer service area is also good. The health of PA group should be classified and planned, and the health items that should be done every day, week and month should be made into tables to remind themselves to implement them.

6. Bathing Department: The sanitation of the men's and women's bathing areas is still not in place at ordinary times, and there are many dead ends. However, it can be corrected in time after being pointed out, probably because of the large bathing area and heavy workload, but I still hope that the waiters will have high standards and strict requirements for the sanitation of the bathing areas.

In a word, in the past year, with the cooperation of various departments, the sanitary condition of the hotel has reached a new level. In the next year, quality inspection will pay equal attention to health and service. I hope we can make progress together.

Three. Problems existing in quality inspection department

1. Quality inspection departments need to improve tabular and standardized management. The data analysis and summary carried out by the quality inspection department is relatively simple, the level is not deep enough, and the content collection is incomplete.

2. Insufficient allocation of quality inspection personnel leads to centralized inspection and lack of usual supervision. Professional quality inspection requires full-time quality inspection personnel, and establish and improve the system of regular inspection and spot check.

3. Inter-departmental communication and collaboration capabilities need to be strengthened. As a quality inspection department, while carrying out various tasks, we should strengthen communication and cooperation and create a good and harmonious working environment for the inspection atmosphere.

4. The follow-up inspection of quality inspection projects is not strong enough. Mainly relying on the' self-inspection' of the department, leading to the laziness of personnel in various departments.

Summary of the work of hotel quality inspection department II. 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 the quality inspection department in 2020 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, to 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.

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 four daily inspections every day, and make quality inspection records, which shall be sorted by the quality inspection department, and issue a quality inspection notice according to the Regulations on Rewards and Punishment for Quality Inspection.

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.

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. 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 the maintenance of facilities and equipment, it is required to do daily maintenance, that is, repair it if it is damaged, support it regularly and extend it as much as possible.

In terms of service life, 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.

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.

Summary of the work of the hotel quality inspection department 3 In the past month, the work of the quality inspection department has been strongly cooperated by the general manager's office and various departments of the hotel, paving the way for our quality inspection work. Summing up the work of X months, I hope that while summing up the achievements and accumulating experience, we should also find out the shortcomings and improve them. The work of X month is summarized as follows:

First, management-high, strict, detailed and practical

In mid-X, according to the high, strict, detailed and practical management policy formulated by the general manager's office, the quality inspection department conducted a comprehensive quality assessment of all departments of the hotel, paying close attention to the service quality, operation skills and manners of employees, and achieved good results; The hotel staff's mental outlook has taken on a new look, and the service quality has been greatly improved, which has been praised by guests orally and in writing for many times. The quality inspection department adopts walking management in management, pays attention to details and leaves no dead ends, nip the problems in the bud and keep the hotel in a good operating state.

Second, the system-norms, innovation and effectiveness.

In the past month, the quality inspection department has supplemented and modified the original system. In X month, the Regulations on the Use of Duty Keys in Manager's Office, Relevant Regulations on Sauna and Supplementary Regulations on Telephone, Fire Control Room and Microcomputer Room were successively formulated, which made the hotel's rules and regulations more perfect and achieved initial results in the future work.

Third, employees-supervision, care and understanding.

Personnel and quality management is the most important part of management. Therefore, the management of employees' attendance, performance appraisal, work attitude and working methods are all communicated and managed in the form of training and on-site supervision. The quality supervision of each link is also an important work in management; The quality of food, service, sanitation and engineering maintenance has been greatly improved in the supervision and inspection of quality inspection departments; At the same time, it also increases employees' competitive consciousness and promotes employees' work enthusiasm. For the problems that employees have in their work, we take the way of persuasion before education and punishment, so that employees can deeply understand our work purpose and actively cooperate with the work of our quality inspection department. The quality inspection department severely punished the relevant departments and responsible persons according to the hotel rules and regulations for the major violations of discipline in the hotel, which enhanced the awareness of hotel employees to abide by the rules and discipline.

The above is a summary of X scores, but we also found some shortcomings. For example, the grasp of punishment and the understanding of employees' ideological dynamics are lacking; The quality inspection department will improve the problems found in time and strive to be perfect and efficient in future work.

In the future, we will continue to put management and innovation in the first place and decorate the future of * * Hotel. I believe the hotel will be more brilliant tomorrow!