What does hotel quality inspection include?

Hotel quality inspection content

Basic grooming skills

1. Are employees’ clothing complete, crisp and clean?

2. Are jackets, underwear, pants (skirts), shoes, socks, ties (flowers), and work number plates coordinated?

3. Are employees polite, dignified, considerate, standard, proactive and enthusiastic?

4. Are there any phenomena such as chatting in groups, making private phone calls, eating snacks, etc. according to employee discipline?

5. Are the concierges neatly dressed, wearing white gloves, shiny leather shoes, and speaking without any peculiar smell?

6. Do you wear a name tag?

7. Do you maintain good appearance?

8. Can customer service be provided in Mandarin and English? Can foreign languages ??be spoken and understood clearly?

Facilities and environmental sanitation

9. Are the instructions clear and in compliance with regulations?

10. Are various instructions and service texts for customer service at least expressed in standardized Chinese and English at the same time?

11. Are there any valuables safes opened by guests at the same time, no less than 3 specifications, no less than 15% of the number of guest rooms, and the location is safe and concealed?

12. Are wheelchairs prepared and able to provide necessary services for the disabled?

13. Are there public telephones and a local telephone directory?

14. Are there murals, reliefs, or other art decorations in the front hall?

15. Are the lighting fixtures in the front hall luxurious and high-end, in good condition, with no black lights, no damage or stains?

16. Is the lighting in the front hall good and professionally designed to fully meet the lighting requirements of different areas?

17. Have any guests opened the stored umbrella stand by themselves, and are there no damages or stains?

18. Is there any central artwork that can provide a good cultural atmosphere and sensory effect, without damage or dust?

19. Is the decoration of the main service desk exquisite, elegant, free of damage and dust-free?

20. Is the front office area divided reasonably to facilitate guest activities?

21. Are the flowers and trees in the lobby and at the entrance appropriately placed and beautifully decorated to make guests feel natural and comfortable?

22. Does the front hall have appropriate light and temperature, no odor, no smoke, no noise, and no strong wind?

23. Is the color, style and atmosphere of the front hall quite coordinated?

24. Are the air conditioners and air vents intact and free of stains and dust?

25. Is the lobby floor clean and bright?

26. Is the front lawn flat, undamaged, clean and showing its true colors?

27. Are the doors and windows without damage or stains, and the glass is clean and bright?

28. Is the ceiling free of damage, cracks, stains, and cobwebs?

29. Are the furniture and utensils stable, not damaged, dusty or stained?

30. Is the elevator balanced effectively, obstacle-free, and free of scratches and stains?

31. Is the public reading area neat, clean, and free of damaged or missing pages?

32. Are umbrellas, umbrella stands, luggage carts, trash cans, and ashtrays in good condition, free of dust and stains?

33. Are the floors, walls, ceilings, lamps, and facilities in the corridor in good condition, effective, and free of dust and cobwebs?

34. Is the temperature in the front hall maintained between 23 degrees and 25 degrees?

35. Is the background music in the front hall of good quality and at a moderate volume?

Concierge luggage service

36. Are the concierges warm and friendly to provide welcome and farewell services?

37. Does the concierge maintain environmental sanitation in the work area and pick up debris such as peels, paper scraps, cigarette butts and other debris in a timely manner?

38. Do concierges provide luggage services to guests with luggage in a warm and standardized manner?

39. Is the concierge standard?

Are guests provided with car door and door service?

40. When the car door puller stands one step away from the car, does he pull the car door eight inches apart in a standard posture and greet the guests?

41. Does the car door closing service use a standard posture to pull the car door, ask the guest to get in the car and close the car door? After the car door is closed, take three steps back and say goodbye to the guest?

42. During the luggage pick-up service, do you greet the person forward with "Sir, thank you for your hard work. Can I help you carry your luggage?" And bend down at 15 degrees and reach forward to take the luggage?

43. When carrying luggage, do you walk three steps in front of the guest and use your peripheral vision to pay attention to the guest's movements?

44. When leading the guest to the front desk to check in, do you put the luggage two steps behind the guest? Three steps away, stand behind the luggage in a standard posture and wait?

45. When welcoming guests into the elevator, do you first hold the elevator door with one hand, ask the guest to go first, and then stand at the elevator control panel? And operate the elevator?

46. When welcoming guests out of the elevator, do you press the elevator door with one hand and ask the guests to exit first?

47. When welcoming guests into the room, do you ring the doorbell first and then knock on the door? , if there is no response, use the card to open the door again?

48. After the receptionist opens the door for the guest, he takes the electricity, exits the room, and invites the guest to enter the room...

Hotel quality What does inspection do?

(1) If the first inquiry responsibility system is inconsistent with the existing job responsibilities, add "the responsibility to accept customer inquiries and complaints and be responsible for handling them" in the job responsibilities. If there is any conflict between previous relevant procedures and these rules, these rules shall prevail.

(2) In addition to the company’s quality inspection department, each hotel department must identify 1-2 people who are responsible for handling guest inquiries and inquiries. Full-time (part-time) personnel to handle complaints.

(3) The Quality Inspection Department is responsible for statistics, summary, evaluation and rewards for the implementation of the first-responsibility system of each hotel department. The specific assessment methods are provided by the Quality Inspection Department. It will be formulated and issued separately.

(4) The company’s human resources department is responsible for the interpretation of these rules.

(5) These rules will be effective from September 1, 2004. /p>

(19) Hotel weekly quality inspection system

In order to improve the service quality of the hotel, standardize the service procedures of employees, quantify the inspection and prevent the formalization of quality inspection, since May 2004 From now on, the hotel has made the following regulations for weekly quality inspections:

1. The time for major quality inspections is every Thursday from 2:30 to 4:00 pm

2. Participation Personnel: Vice President, department managers or persons in charge

3. *** Location: Human Resources Department Office

4. Quality Inspection Requirements:

1 . Personnel participating in the quality inspection must arrive at the *** location 1 minute in advance;

2. During the quality inspection, the quality inspection form must be filled in carefully in accordance with the requirements of the quality inspection form. It is not allowed to deal with it, let alone leave it blank, and the inspection results must be The quality inspection department will be responsible for reporting the quality inspection situation to the general manager and notifying the results;

3. When the quality inspection personnel are unable to participate in the quality inspection due to official duties, they must report to the general manager Or the deputy general manager asks for leave.

Attached: Quality inspection content

Serial number functional work items

1. Responsible for the sanitation and vehicle placement of various areas inside and outside the hotel. Inspection

2. Responsible for the inspection of fixed facilities, equipment and engineering problems in various areas of the hotel

(1) Inspection of ceilings

(2) Inspection of wallpapers and murals Inspection

(3) Inspection of furniture

(4) Inspection of mirrors

(5) Inspection of lamps

(6) Inspection of sofas and newspaper racks in the lobby

What does hotel quality inspection do?

(1) If the first question responsibility system is inconsistent with the existing job responsibilities, in the job responsibilities Added "the responsibility to accept customer inquiries and complaints and be responsible for handling them." If there is any conflict between previous relevant procedures and these rules, these rules shall prevail.

(2) In addition to the company's quality inspection department, each hotel department must identify 1-2 full-time (part-time) personnel who are responsible for handling guest inquiries and complaints.

(3) The Quality Inspection Department is responsible for statistics, summary, evaluation and rewards on the implementation of the first question responsibility system of various hotel departments. Specific assessment methods will be formulated and issued separately by the Quality Inspection Department.

(4) The human resources department of the company is responsible for interpreting these rules.

(5) These rules will come into effect on September 1, 2004.

(19) Hotel weekly quality inspection system

In order to improve the service quality of the hotel, standardize the service procedures of employees, quantify the inspection and prevent the formalization of quality inspection, since May 2004 Starting from March, the hotel will make the following regulations for weekly quality inspections:

1. The time for major quality inspections is 2:30-4:00 pm every Thursday

2. Participants: Vice President, department managers or persons in charge

3. *** Location: Human Resources Department Office

4. Quality Inspection Requirements:

1. Personnel participating in the quality inspection must arrive at the *** location 1 minute in advance;

2. During the quality inspection, the quality inspection form must be filled in carefully in accordance with the requirements of the quality inspection form. No responses are allowed, let alone blanks, and the inspection The quality inspection department will be responsible for reporting the quality inspection situation to the general manager and notifying the results;

3. When the quality inspection personnel are unable to participate in the quality inspection due to official duties, they must report to the general manager. The manager or deputy general manager asks for leave.

Attached: Quality inspection content

Serial number functional work items

1. Responsible for inspection of sanitation and vehicle placement in various areas inside and outside the hotel

2. Responsible for the inspection of fixed facilities, equipment and engineering problems in various areas of the hotel

(1) Inspection of ceilings

(2) Inspection of wallpapers and murals

(3) Inspection of furniture

(4) Inspection of mirrors

(5) Inspection of lamps

(6) Lobby sofas and newspaper racks Check

What aspects does hotel service quality include?

It mainly includes the following aspects. Environmental quality of the hotel Environmental quality is an integral part of the hotel service quality. It refers to the sensory enjoyment and psychological satisfaction that the hotel's service atmosphere brings to guests. It mainly includes hotel architecture and decoration that is unique and in line with the hotel grade, hotel service facilities and service places that are reasonably laid out and easy to reach, interesting and distinctive decorative styles, and a clean and dust-free hotel environment with a suitable temperature. Well-groomed hotel staff. All these constitute the hotel's unique environment and atmosphere, which not only meets the material needs of guests, but also satisfies their spiritual enjoyment needs. The hotel's facilities and equipment are the basis for the hotel's existence and the basis for the hotel's service, reflecting the reception capacity of a hotel. Hotels rely on their facilities and equipment to provide services to guests. Therefore, the quality of facilities and equipment is the basis and important component of hotel service quality. The requirements for the quality of hotel facilities and equipment are: The number of complete facilities and service facilities reflects the completeness and supporting level of the facilities. The number of hotel facilities must not only be determined according to the guest source of the hotel, but also meet the requirements of the hotel's star standard. . Reasonable structure The design and layout of hotel facilities and equipment should be carried out from the perspective of convenient use by guests. The hotel should not only consider the number of facilities and equipment, but also its practicality. At the same time, the operation of the facilities and equipment should also be simple. If it is more complicated, guests should be informed of the specific usage methods in a clear way to avoid improper use of the equipment by guests. damage. Comfort and beauty The comfort and beauty of facilities and equipment depend on the grade and configuration of the facilities and equipment on the one hand and the maintenance of the facilities and equipment on the other. Therefore, management must be strengthened to ensure the comfort of facilities and equipment. Only in this way can we provide a material basis for improving service quality.

Good performance The integrity of hotel facilities and equipment directly affects the quality of service. It is necessary to ensure the normal operation of various facilities and equipment and give full play to the efficiency of the facilities and equipment, otherwise it will cause safety problems. Only by ensuring the quality of facilities and equipment can a hotel provide guests with a variety of comfortable services, thereby improving service quality and the hotel's reputation. Hotel product quality: Physical products are a direct reflection of meeting the material consumption needs of hotel guests, and their quality is a factor that affects guest satisfaction. The hotel's physical product quality usually includes: The quality of dishes and drinks. The quality of catering products occupies an important position in the minds of guests. Therefore, it must be paid great attention by managers. The requirements are accurate and suitable selection of raw materials, fine processing and cooking, and palatable product flavor. Meals are moderately priced. Quality of guest supplies Guest supplies include disposable consumables and multiple-use consumables. They are also an integral part of the hotel's physical products. They are various daily necessities that are directly consumed by the hotel's guests. Their variety and quality must be consistent with the hotel's star rating. Adaptable, sufficient quantity, timely supply, able to meet the needs of guests, and must also ensure the safety and hygiene of the guest supplies provided. Quality of goods Hotel goods are daily necessities, handicrafts, etc. sold in hotel shopping malls. The hotel shopping mall should have a complete range of merchandise, reasonable structure, beautiful display, and reasonable prices, and should meet the shopping preferences of the hotel's target market customers. The quality of service supplies The quality of service supplies refers to the various supplies used by service personnel in the hotel's service process, such as the work carts of the housekeeping department, trays and dining carts of the catering department, etc. It is the prerequisite for improving labor efficiency and meeting the needs of guests, and is also a necessary condition for providing quality services. The quality of service supplies requires complete varieties, sufficient quantity, superior performance, ease of use, safety and hygiene, etc. The service level of the hotel The service level of the hotel is mainly the service status and level shown by the attitude and behavior of the hotel service staff. It mainly includes the following aspects: Service attitude Service attitude refers to the subjective intention and psychological state of hotel service personnel reflected in customer service. The service attitude should be proactive, enthusiastic, patient and thoughtful. Its quality is determined by the employee's initiative, creativity, enthusiasm, sense of responsibility and quality. Service skills Service skills are the skills and abilities displayed by hotel employees in the process of serving guests. It is the technical guarantee for improving service quality. The level of service skills depends on the professional knowledge and operating skills of the service personnel, and whether they can be used flexibly according to the specific situation. Service mode Service mode is the expression of service activities and behaviors, such as the way you stand, the way you deliver items, the way you pour wine, and the way you serve food, etc. The service method reflects the specifications of the service to a certain extent. The service must be standardized, beautiful, decent,...

What exactly do quality inspectors in star hotels do?

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Responsible for hotel quality inspection, supervise the implementation of various work plans and arrangements of various departments, and review the rationality of the hotel's rules, regulations and operating procedures. Specifically include: 1. Responsible for inspecting various areas of the hotel and inspecting the implementation and execution of the hotel's rules and regulations; 2. Supervising the work of the quality inspection leaders of each department; 3. Reviewing the rationality of the hotel's rules, regulations and operating procedures, and cooperating with various departments. The department amends and improves rules, regulations and operating procedures; 4. Randomly inspects supplier delivery quality; 5. Convenes quality inspection-related meetings; 6. Implements the reward and punishment system; 7. Summarizes quality inspection situations and prepares quality inspection reports.

Hope to adopt

How to do a good job in hotel quality inspection

Therefore, hotel supervisors or quality inspectors play an important role in hotel management. Because I once worked as a supervisor in a hotel, I had the opportunity to inspect various business premises, and I often went around the backstage to check out the work. In fact, the inspection work was based on the "Employee Handbook", "Etiquette Code", and "Job Responsibilities". "System", "Operation Standards" and other hotel rules and regulations, "find faults" with the software and hardware at each hotel station and the service and work of employees, and then write an inspection report and inform all departments and senior leaders once a day. This job is thankless, and you get a job where you get scolded.

Just imagine how much people hate people who make "small reports", let alone those who justifiably make "big reports" in the sun every day. In other words, once something is reported to the "report", all departments and leaders of the hotel will know about it. . Therefore, we often encounter various "reasons" to excuse ourselves, or department managers looking for excuses and excuses to "liberate" their subordinates, which can easily lead to conflicts or dissatisfaction. To do this job well, you must pay attention to the following points: 1. The facts must be absolutely clear. If someone does not wear gloves as required when operating in the cold dish room, you must record the employee's badge number so that people around you can see that you are recording for future investigation. You do not need to write the badge number on the "report". But there must be proof to prove the authenticity of the attack, so as to avoid denial or sophistry afterwards. 2. The written expression must be accurate. For example, if the countertop is poorly dusted, the dust is not in place, there is leakage of dust, floating dust, or dust accumulation, different textual expressions and different intensity will reflect different properties. For another example, an employee did sleep on the table, but when his boss came to him with the "inspection report", he would definitely say: "I didn't sleep at all, I just slept for a while because of physical discomfort...", and sometimes This serious-minded boss will use this as a basis to vent his dissatisfaction and anger against the supervisor, making everyone unhappy. What should we do? For things that cannot be clearly defined, either point it out on the spot, and there is no need to write it down and report it unless you make an example next time. If you must express it, you can write it like this: "Some employees have the phenomenon of sitting on the table and closing their eyes at certain times during working hours." This can avoid subsequent conflicts, clearly state the facts, and at the same time leave "discretion" to the manager. "Room for processing. 3. Focus on expressing the same problem. For example, if the problem of dusting the shower curtain rod in the bathroom occurs frequently over a period of time and has not been rectified after being raised many times, it is necessary to draw attention to it in an eye-catching format: if most of the rooms inspected have this problem, then it should be noted in each room. The first sentence of the room condition report states that the same problem exists repeatedly in several rooms and hygiene problems in the same report. It is a clear hint to every manager that it is time to take care of it. 4. Praise hint. If the water glass is not wiped properly, it often leaves fingerprints or water stains. If the glass is not rectified despite being pointed out many times, the department will say that there is something wrong with the quality of the glass. At this time, the best way is to find a clean cup and praise it, "such as the hygiene of the room × . 5. Pay attention to evidence. Everything written in the report must have evidence, otherwise it will not end well. If an employee takes the idle book to the work room to read, then if you want to make a "report", you must confiscate the book, because some behaviors are required to For punishment, if there is no evidence, the story will soon change, such as "the book is not mine", "I didn't read it, I just flipped through it", "I didn't read it at all...". 6. Resolutely put an end to intercession. We can pretend not to see or know before we take care of you, but once the report is written and processed, we must see the results and must not be swayed by the department's intercession style, because after the first time, it will There will be a second time, and the most terrifying thing is that it will bring bad consequences - the system can vary from person to person. Therefore, employees will think that the person who "reports" is the "evil person" and the person who intercedes is the "good person", and then conflicts and oppositions arise. 7. Point out your problem to help you. It is difficult to make managers in various departments understand this truth, but we must try to make them understand. For example, one time I came out of the bathroom and forgot to zip up the back of my skirt because I was in a hurry, so I hurried to the scene. A male employee followed me to a place where I could talk and quietly told me: "Your skirt is unzipped." "I really thanked him from the bottom of my heart. Because it is someone who points it out in a timely manner that avoids embarrassment in front of more people on a larger scale. Therefore, the person who can point out the shortcomings in time and help you improve is the person who is truly good to you. In fact, other employees must have noticed it, but did not tell me. The reasons are as follows: ① How to say it? ②Will you be unhappy? ③Are you embarrassed? ④Let her go! It's not my business anyway.

If you do this...

Responsibilities of hotel quality inspection

Responsibilities of quality inspection team members:

1. The quality inspection team is responsible for The general manager and executive general manager of the hotel personally serve as the leaders of the quality inspection team, with the administrative and human resources department as the main member. They are the core of the hotel's quality improvement, analysis, and recommendation activities.

2. Seriously organize, coordinate, supervise, inspect and assess the total quality management, implement the hotel's service quality inspection system step by step, and supervise and coordinate the quality inspection work of departments and teams.

3. Frequently investigate problems encountered in total quality management, study improvement measures, make suggestions for the operation and management of the hotel general manager, serve as a consultant for the operation and management of various departments, pay attention to guest complaints, and strengthen information Collect, feedback, synthesize, and process.

4. Organize various service procedures, service standards and work systems, and strive to improve the overall service level and management level of the hotel.

5. Members of the quality inspection team have veto power over department service quality.

6. Members of the quality inspection team use dynamic inspection methods every day to conduct daily inspections and information feedback on the service quality, sanitation conditions, equipment and facility operation and maintenance of various hotel departments.

7. Members of the quality inspection team also have the power and obligation to conduct quality inspection not only during working hours, but also outside working hours.

8. When the duty manager is on duty, he also has the rights and obligations of quality inspection team members.

9. Members of the quality inspection team must strictly abide by various rules and regulations, and consciously and humbly accept the supervision of hotel personnel at all levels.

10. Members of the quality inspection team strictly enforce the law during quality inspection work and do not engage in malpractice for personal gain or sloppiness.

11. During the quality inspection process, members of the quality inspection team have the right to make suggestions and deal with the following issues:

A. For departmental health problems, they can Put forward suggestions and opinions, and make rectifications within a time limit.

For service problems discovered during inspections, members of the quality inspection team have the right to issue fines to the responsible departments and responsible persons, and request the hotel general manager to sign and approve.

Hotel Quality Inspection Report

Item Process Inspection Content Secondary Storage 1. Failure to review raw material standards when receiving raw materials, and receiving and storing substandard products. 2. The refrigerator management cuisine, name of the responsible person, and purchase date labels were not affixed. 3. Vegetables, seasonings, and utensils are not sorted, layered, and arranged in a chaotic manner. 4. Poor storage, raw materials deteriorate, rot or have missing items. 5. There is no inventory record, or the account is inconsistent with the actual account, and it is lost. 6. Refrigerator not cleaned once a week. 7. The vegetable racks, material boxes and all raw materials are not organized and arranged once a day. 8. If first-in-first-out is not implemented, perishable food will come out early. 9． Failure to close all doors, windows, refrigerators, kitchenettes, freezers, gas, water, and electricity when leaving get off work. 10. Failure to do a good job in sanitation work in accordance with the Food Hygiene Law, and the environment, utensils and personal hygiene are unqualified. 11. Dishes may be withdrawn or customers may complain due to raw material quality issues. Rough machining 12. The raw materials were not reviewed according to the raw material standards when receiving them, and substandard products were used. 13. The reserve quantity of raw materials is unreasonable, or the inventory period is too long, causing deterioration. 14. The dry goods were not processed according to the fattening procedure and contained sediment, debris, offal, etc. 15. The hair growth rate, color, appearance, texture, and softness are substandard. 16. The vegetables contain rotten leaves, sediment, debris, etc., and the skin, tendons, seeds, etc. are not removed as required. 17． Aquatic products and poultry and livestock were not processed according to fine processing requirements, and the slaughtering and processing did not meet the requirements. 18． Disassembly and cutting were not carried out according to the standards for picking materials from each grade. 19． The operation is too heavy to destroy the nutritional content of the raw materials, such as cutting first and then washing, leaving it for too long, etc. 20. The handling of raw materials is not clean and hygienic. twenty one. Failed to master processing techniques: chopping, cutting, picking, washing and other operations. twenty two. The raw materials for processing are not neatly arranged, not classified, and placed in a chaotic manner. twenty three. Urgently needed raw materials are not processed in time and their use cannot be guaranteed. twenty four. Failure to do a good job in sanitation work in accordance with the Food Hygiene Law, and the environment, utensils and personal hygiene are unqualified.

25. Dishes may be withdrawn or customers may complain due to raw material quality or rough processing quality issues. 26． The order menu and table number (dining room name) clips match incorrectly. 27. The name of the dish and table number (restaurant name) were not accurately and clearly reported to the waiter, and questions were not answered in a timely manner. 28． The order of serving dishes was unreasonable and the dishes were not arranged in time. 29． The utensils were used improperly or were damaged, but were not found and disposed of. 30. Unsatisfactory plating, such as small quantity, improper plating, improper rims, unclean edges, etc. 31． Serious problems with the quality of the dishes were not discovered. 32. The chef's employee number was not posted, missed dishes, wrong dishes, and repeated dishes were not found. 33. Can't memorize recipes and dishes, don't know the general characteristics, and don't know the cuisine. 34. Environmental sanitation and personal hygiene are substandard. 35． Dishes may be withdrawn or customers may complain due to visual quality issues. Cutting and matching │ finishing and matching 36. The pre-meal preparation work was not good, and the matching supervisor assigned the menu tongs unreasonably, resulting in delayed dishes or mismatching. 37. The side dishes are not prepared according to the standard recipe specifications, such as random ingredients, insufficient quantity, etc. 38． Banquet side dishes, the menu was not prepared more than 20 minutes in advance, the side dishes were not prepared according to the standard banquet menu, and the change rate exceeded 40. 39. Substandard rough processing raw materials were used. 40. Special request side dishes such as *** not specified on the order menu. 41． The cutting was not neat, standardized, uniform and neat, and the knife workmanship was not up to standard. 42． The cutting is unreasonable and leaves a lot of scraps, resulting in a waste of raw materials. 43． Semi-finished products are placed in uncategorized layers and are arranged in a chaotic manner. 44. Errors such as duplication, mismatch, omission, etc. occur. 45． Disposal of food was not handled in a timely manner. 46. Dishes may be withdrawn or customers may complain due to raw material quality and cutting quality issues. 47． Failure to do a good job in sanitation work in accordance with the Food Hygiene Law, and the environment, utensils and personal hygiene are unqualified. Hot dishes 48. Poor preparation before meals and lack of variety of condiments, 49. Not following standard recipes. 50. The stock was not cooked as per standard. 51. Accept off-post operations, such as other personnel cooking on the stove, etc. 52. "Single dishes" can be stir-fried, and multiple dishes can be cooked in one pot. 53． The dishes were not labeled with the chef's employee number. 54． The principle of frying on a first-come, first-served basis was not adhered to, and the cooking process was not handled in a timely manner. 55． 1-2 innovative dishes are not cooked every week. 56. Every time the quality inspector checks out a document...

Hotel Quality Inspection Work Plan

Due to the complexity and particularity of the work involved in quality inspection supervision, quality inspection The overall operation of the work must have absolute autonomy and independence, and be directly responsible to the executive general manager; must have absolute quality inspection and supervision rights for each department, as well as the right to recommend rewards and punishments; must have absolute supervision and inspection to protect employee affairs Rights; it must be ensured that the quality inspection department has the absolute right to supervise quality inspection after get off work, on Sundays, rest days and at any time. Due to the importance of complementation between inspection and training, the specific areas involved in the quality inspection process and the premise that quality inspection is not easy to have a large number of people, the trainer must have *** quality inspection functions to work in conjunction with it.

The hotel quality inspection supervision system is divided into two levels:

Level 1 quality inspection: The quality inspection department has dedicated personnel to inspect and the quality inspection execution management agency is mainly responsible for the hotel's safety Supervise the quality of featured software and hardware, as well as supervise the second level, organize special inspections, and propose rectification opinions for summary reporting.

Second-level quality inspection: Department self-inspection. The supervisors (or supervisors) of each department are mainly responsible for the quality inspection and supervision of the hotel’s special *** (specific service processes).

Special quality inspection: Joint inspection, organized and summarized by the Quality Inspection Department, led by the Administrative Office (General Manager Office or General Manager or General Administration), and composed of department managers or relevant professional supervisors of the departments. A joint inspection is conducted once a week, focusing on safety and fire protection, equipment and facility maintenance, energy conservation and consumption reduction, sanitation and services, and employee affairs.

Division of quality inspection and supervision functions: hardware quality inspection and supervision. Software quality inspection and supervision. Quality inspection and supervision characteristics division: exclusive characteristics. characteristics and characteristics. Scope of quality inspection and supervision: software and hardware provided by the company to employees and customers. software provided by employees to the company and customers. Characteristic objects of hardware quality inspection supervision: "Quality inspection" mainly targets software services with unique characteristics, including smiles and greetings, etc. Hardware includes health standards and behavioral norms, etc. "Supervision" mainly targets software services with unique characteristics, including various Department-specific service procedures and other special features***.

Classification of quality inspection supervision characteristics: 1. ***Scope of quality inspection: standard placement of guest supplies, appearance, service attitude, etiquette, code of conduct (employee handbook), equipment and facility maintenance and energy saving Consumption reduction, safety and fire hazards, regional and personal hygiene, food and supplies quality, internal environmental quality, employee affairs security and back-end services.

2.

Characteristic supervision scope: service skills, service methods, service efficiency, detailed service processes of each department and non-routine services of the department, department collaboration, customer complaint handling, customer feedback Communicate with front-line employees about work opinions and employee complaints. 3. Scope of hardware quality inspection supervision: standard placement of guest supplies, appearance and appearance, equipment and facility maintenance and energy saving, safety and fire hazards, regional and personal hygiene, food and supplies quality, internal environmental quality, and employees' compliance with the company's various behavioral regulations situation (employee rules), back-end services, employee affairs protection and the software and hardware provided by the company to employees (food and accommodation standards, culture, sports, entertainment and career development, personality equality environment and spiritual support).