What are the key points to do a good job in hotel quality inspection?

The quality inspector is recommended by all departments and is only familiar with the operation process of this position. In order to better carry out inspection work, quality inspectors must be trained to master the operating procedures of other positions, which can be divided into on-the-job training and rotation training.

The training contents include: quality inspection system, inspection standards, on-the-job learning, etc. Training is also a promotion for quality inspectors, which not only meets the needs of quality inspection, but also lays a good foundation for hotel to reserve talents.

Strictly carry out quality inspection

When all the preparatory work is done, it needs to be strictly implemented. In the process of implementation, we should reduce the influence of human factors, such as canceling without reason, reducing inspection items, and failing to report inspections. Quality inspection is a systematic project, and it is impossible to fish for three days and dry the net for two days. Moreover, in the process of implementation, the time, content and form of inspection should be constantly adjusted according to the actual situation.

At the beginning of quality inspection, you can use a fixed time and form, such as twice a week, and the time has been notified in advance. The inspection contents mainly include employees' gfd, manners, sanitary environment, guest rooms, etc. After a period of time, there will be fewer and fewer problems, and each department will have corresponding countermeasures, so it is necessary to adjust the quality inspection and change it to sampling inspection, so that the project will be more comprehensive.

Fully authorized quality inspection

Quality inspection is an inspection of the whole hotel. Without sufficient authorization, the quality inspection cannot be carried out smoothly. The general manager of the hotel should hold a special meeting on quality inspection to escort the quality inspection.

Simply put, neither the human resources department nor the quality inspection department has the right to inspect other departments. In order to facilitate the quality inspection, the general manager of the hotel needs to be fully authorized to give the quality inspection department the right to conduct inspections, and pay close attention to the inspection results and rectification. Only when the quality inspection department has this sword can it better carry out quality inspection and give full play to its role.

Establish a quality inspection system

System is the guarantee of work, and quality inspection is institutionalized from the management level, such as quality inspection system, quality supervision system, quality inspector management system, quality inspection reward and punishment system and so on. In the relevant system, determine the members of the quality inspection leading group, define the time, scope and requirements of quality inspection, and define the quality inspection items and the standard basis for implementing quality inspection.

Through the establishment of these systems, hotel employees have a preliminary understanding of quality inspection and lay a solid foundation for the development of quality inspection. Is there a law to follow? .

Establish quality inspection standards

To carry out quality inspection, we must first know what to test and what the standard is. To this end, quality inspection standards should be formulated, which are divided into gfd, courtesy, code of conduct, operating procedures, service processes, hygiene and cleanliness. The inspection contents of each service program include process, employee performance, hardware facilities, communication assistance, training, etc.

The standard requires smooth connection of various services and balanced service levels among posts to avoid large gaps or fluctuations in service quality.

Component quality inspector team

With the system and standards, who will check? It is not enough to rely solely on the quality inspection department. After all, the quality inspection department has limited personnel and the time and scope of inspection are limited, so it is necessary to set up a team of part-time quality inspection personnel.

Grassroots employees and managers with strong sense of responsibility and dare to speak are recommended by all departments to participate, and a quality inspection team is set up, with the deputy general manager in charge of quality inspection as the team leader, the director or manager of human resources department as the deputy team leader, and the members include quality inspection supervisors and part-time quality inspection personnel.

Implement accountability system

Accountability system is a kind of supervision to department managers. Department managers should attach great importance to the problems found in quality inspection and implement rectification to avoid recurrence. If the rectification of the department is ineffective, it needs to be explained. If it cannot be explained, it should be investigated for responsibility.

Combination of rewards and punishments

For those who violate the rules or do not meet the requirements, the quality inspection department has the right to sign the bill directly. At the same time, for those who perform well, they have the responsibility to suggest rewards. Through the combination of rewards and punishments, the enthusiasm of employees will be further improved, and finally the overall service quality of the hotel will be improved.

Organic combination of quality inspection and training

The problems found in quality inspection are closely related to the training of the department. Employees' gfd, etiquette, sanitary environment, etc. It can be improved through training. Quality inspection and training are complementary. Quality inspection promotes the improvement of training, and training solves the shortcomings in quality inspection. When quality inspection and training are organically combined, the service quality of the hotel will be greatly improved.

Doing a good job in quality inspection is not a one-off event. Quality inspection is a systematic project, which needs to be constantly summarized and improved by quality inspection departments and quality inspection personnel in practice. Managers of all departments are also required to correctly understand, cooperate with quality inspection and actively implement rectification. With the joint efforts of all the staff in the hotel, the service quality will definitely be improved.