How to effectively establish a hotel service quality management system 2

How to effectively establish a hotel service quality management system

Service quality is the lifeline of hotel operation and management. This has long been recognized by hotel industry colleagues, but how to strengthen hotel service quality Management, creating service quality, and building core competitive advantages to keep hotels in a leading position in this rapidly changing and fiercely competitive market are topics that many hotel managers and industry insiders have been studying and discussing.

After more than 20 years of development, my country's tourist hotel industry has made historic progress in service quality, management level, and personnel quality. However, the overall hotel management level in our country still lags behind that of developed countries in the world, and service quality varies greatly between domestic regions. How to effectively implement hotel service quality management? How to establish an effective service quality assurance system? In my opinion, there are the following factors for establishing a hotel service quality management system:

1. Establish strict rules and regulations for hotel service quality management

Whether it is a newly built hotel or a hotel in operation, a set of strict and serious hotel service quality management rules and regulations must first be established. The system is the core criterion for hotel personnel management, operation management, and service quality management. It is the code that ensures the good operation of the hotel and provides high-quality services to guests. Many well-known domestic hotels, such as Nanjing Jinling Hotel, Guangzhou White Swan Hotel, Beijing Palace Hotel, etc., started to formulate complete and strict service quality management rules and regulations at the beginning of their establishment. These systems ensure the good operation and safety of the hotel service management system. The implementation of service work procedures is in place.

The Tibet Hotel in Chengdu has grown from a two-star hotel to a three-star hotel, and now to a quasi-four-star hotel in just eleven years. This is because the hotel has learned from the Beijing Lido Hotel from the very beginning. Holiday service quality management system. In the operation, we pay close attention to the service, create the service quality, establish and improve the various rules and regulations of service and management, so that the hotel's service level continues to rise and win the trust and praise of the guests. At the same time, at the dawn of the new century, the hotel took the lead in becoming the first hotel in the southwest region to pass the international ISO9002 quality system certification.

2. There is a group of managers who are highly responsible for service quality work

The most critical factor in the quality of hotel service and the level of management is to first create a group of managers A management team with high quality awareness, service awareness and high responsibility for quality work is the soul of ensuring the quality of hotel service.

Looking at the professional managers of foreign hotels, they have received strict standardization, standardization and high-quality education and training in professional skills and service quality before entering the hotel. If a hotel wants to ensure excellent service quality, it must start from the "head" and first cultivate a group of managers who have the courage to take responsibility, a high degree of professionalism, pioneering spirit, hotel awareness, and quality awareness. Why can the White Swan Hotel in Guangzhou, Jinling Hotel in Nanjing, Nanhai Hotel in Shenzhen, Tibet Hotel in Chengdu and Wangfu Hotel in Beijing maintain high-quality, refined and consistent service quality during so many years of development? The key is to have a group of senior management teams and professional managers who are highly responsible and unremitting for hotel service quality inspection, supervision and management. They regard the hotel's high-quality service as the lifeline of their work.

3. Have the intensity and work style of supervision, inspection and management in place

Many hotel CEOs and department managers believe that service quality is the responsibility of the quality inspection department, and they should dissociate themselves from it In addition to the overall service quality management of the hotel. Although the hotel has also formulated a complete set of service quality management systems and regulations on rewards and penalties, the service quality supervision and inspection work in the hotel has become a mere formality due to the lack of awareness of service quality management by hotel managers and individual managers and their weak work intensity. I have seen such scenes in several star hotels.