Annual Work Plan of Hotel Quality Inspection Department

Doing a good job in the work plan of the quality inspection department can often improve the work efficiency of the quality inspection department, clarify the work direction and focus of the quality inspection department, and improve the overall quality and professional level of the employees in the quality inspection department. The following is the Annual Work Plan of Hotel Quality Inspection Department compiled by me for reference only. Welcome to reading.

Annual Work Plan of Hotel Quality Inspection Department (1) Strengthen the management of hotel service quality and improve the overall competitiveness of the hotel. In order to ensure that the service quality inspection can be effectively carried out and the rectification work can be actively implemented, the quality inspection regulations are formulated as follows:

I. Hotel Quality Inspection Organization Network

The hotel quality inspection team (hereinafter referred to as the quality inspection team) consists of a leading group and a working group, and is responsible for inspecting and supervising the service quality and work quality of all departments of the hotel, and putting forward rectification opinions for follow-up assessment.

(1) Leading Group: Team Leader: General Manager. Deputy Head: Deputy General Manager. Team members: chief financial officer, assistant general manager, assistant general manager, manager of quality inspection and training department, and lobby manager.

(II) Working Group: Team Leader: Deputy General Manager. Deputy team leader: manager of quality inspection and training department and lobby manager. Members: Executive Chef, Manager of Engineering Department, Manager of Housekeeping Department, Deputy Director of General Office, Personnel Manager, Manager of Chinese Restaurant, Manager of Western Restaurant and Assistant Manager of Lobby.

Second, the hotel quality inspection project scope

Scope of hotel quality inspection project: project scope.

1, the overall requirements (including the implementation of management systems and norms and the quality of employees).

2. Front office (including switchboard, reservation, check-in, luggage service, wake-up service, checkout, maintenance and sanitation of business center and front office).

3. Rooms (including room service, turndown service, laundry service, mini-bar service, room maintenance and cleaning).

4. Catering (including buffet breakfast service, dinner service, lobby bar service, food delivery service, maintenance and cleaning of catering area).

5. Public * * * and backstage area (including surrounding environment, maintenance of elevator hall in staircase corridor, public * * * toilet and backstage area).

6. Other services (including conference and banquet services, gyms, swimming pools and changing rooms).

Third, the operation mode of hotel quality inspection

Operation mode of hotel quality inspection:

(1) Working Principles of Hotel Quality Inspection Team: Working Principles of Hotel Quality Inspection Team:

Principle 1. On the premise of being familiar with the Interpretation of Classification, Evaluation and Evaluation of Tourist Hotels, the personnel participating in quality inspection should objectively carry out quality inspection with a serious and responsible attitude and the principle of seeking truth from facts, referring to the Interpretation of Classification, Evaluation and Interpretation of Tourist Hotels and the employee manuals of other hotel systems, and obey the work arrangements of hotel leaders and quality inspection teams.

2. The questionable events or inconclusive contents in quality inspection shall be truthfully recorded in the quality inspection form, and personal opinions shall be put forward.

3. Record the work of hotel leaders in real time during quality inspection? .

(2) Operation mode of hotel quality inspection:

Operation mode of hotel quality inspection:

1, check regularly once a week, the participants shall be determined by the quality inspection team leader, and a two-week quality inspection report shall be issued; Check once every two months, led by the quality inspection team leader? The person in charge of the security department and the engineering department or the personnel designated by the department and relevant personnel shall attend to conduct a comprehensive inspection of the hotel's safety facilities, equipment and maintenance, and designate the personnel of the inspected department to make on-site records, issue a quality inspection report, and the quality inspection working group shall make a summary inspection; Spot check once every quarter, invite members of the hotel quality inspection leading group or experts from the industrial and commercial bureau to conduct spot checks on the hotel together with the hotel quality inspection working group, and issue professional reports.

2. During quality inspection, the department shall, in conjunction with the quality inspection working group, send service personnel to the site for inspection.

3. For the problems found in the inspection process, the quality inspection team leader shall designate personnel and the accompanying personnel of the inspected department to make detailed records, so that the inspected department can investigate the causes of the problems.

4. After summarizing the inspection results, the quality inspection team will fill in the quality inspection report for the problems and send it to all departments.

5. The managers of each department fill in the rectification measures and rectification time on the quality inspection report, and sign it for confirmation, and the quality inspection report will be fed back to the quality inspection team.

6. The quality inspection team shall review the results on the rectification plan and quality inspection report, and feed back the results to the quality inspection leading group for review.

7. If the department fails to feedback the results in time or refuses to rectify, handle or repeat the same problem, the quality inspection team will ask the hotel to report it at the regular administrative meeting, and make corresponding economic assessment for the department head as appropriate.

8. Controversial problems in quality inspection should be reported to the leading group of hotel quality inspection for coordination and treatment, and whether to punish them or not as the case may be.

(3) Hotel quality inspection channels:

Hotel quality inspection channels: quality inspection channels: a, direct inspection; B, duty record; C. feedback from other people or departments; D, guest complaints; E, guest opinion form, etc.

Annual Work Plan of Hotel Quality Inspection Department (II) xx is the first year after the star rating of our hotel. The new situation is inspiring, the new goals are inspiring, and the new work has a long way to go. After the five-star hotel, it has brought very good development opportunities to the hotel, but it has also brought great pressure to the hotel. The biggest pressure is whether we can pass the "evaluation" of five-star hotels by guests and whether our services can truly meet the five-star standards in the eyes of guests. This will be a crucial year for xx Hotel, and it will also be a crucial year for the hotel economy to reach a new level. Our quality inspection department should take this as the driving force, under the leadership of hotel leaders, concentrate on quality, seek development wholeheartedly, sum up last year's experience, comprehensively and systematically improve the training quality and quality management in the new year, so as to improve the overall service quality and service awareness of the hotel and become a real five-star hotel. Therefore, the overall work plan of xx quality inspection department is as follows:

Training: How to become a real five-star hotel through the "evaluation" of five-star hotels by guests. Facing such pressure, how to solve these problems, hotel training is the first and most important.

First, improve the training level.

At present, the training in the hotel is satisfactory. Most of the training is aimed at some basic operations in the hotel work, that is, training is carried out according to the operating documents or employee manuals of each position. Such training is very important and necessary, but as a five-star hotel, we can't be satisfied with providing such basic services for our guests. What we need is high quality and high standard service. This requires improving the training level on the basis of basic training. In xx, the quality inspection department mainly wants to improve the training level from two directions:

The first is consciousness. This consciousness is divided into two aspects:

(1) service consciousness.

(2) Collective consciousness.

These two pieces are the lack of previous training and need to be strengthened in xx. The basis here is the feedback from guests, including comments, complaints, visits and quality inspection, which all reflect the lack of service awareness of our employees, which leads to improper service methods, so this is where we need to strengthen training this year. Secondly, in the usual observation of employees and conversation with former employees, I feel that employees have weak collective consciousness, poor team spirit and no sense of belonging to the hotel. This leads to irresponsible work, complaining about the hotel when encountering a little setback, leaving if you want, and so on. So this is also an aspect of strengthening training.

The second is the details. Although the details have been emphasized, there are few details in the training, let alone the work. What are the specific details? For example, a foreign training in a hotel, the waiter poured tea for the lecturer, and then it was over. Later, a supervisor went up to pour tea, poured the water and put the handle of the teacup in the direction of the lecturer. This is a small detail, but it reflects the level of service. This requires imparting these details to employees in training and conveying this awareness. !

Second, the full combination of training and quality inspection.

It is very reasonable to combine training and quality inspection in one department. In the overall training of several hotels in xx years, the content of quality inspection was consciously integrated into the training, which received very good results. Let employees really feel what is happening around them and even what is happening to themselves, and the improvement effect is very good. Therefore, training is not isolated. Xx-year training should be further combined with quality inspection to develop some practical courses.

Third, improve the degree of specialization of departmental training.

At present, we are doing departmental training, but many of them are not professional enough. Some of them mix training with meetings, while others just read employee manuals or degree documents. This kind of training is not very effective. One of the important tasks of the quality inspection department in xx is to assist all departments to improve the specialization of training. First of all, standardization in form, including training plan and summary, should be standardized. Secondly, training venues, using limited venues to build good training venues, rather than training in restaurants and offices. Thirdly, the trainers should be professionalized, and they should be trained, so as to assist the trainers to do a good job in departmental training.

Annual Work Plan of Hotel Quality Inspection Department (III) The new year has begun, hoping to make a breakthrough in quality inspection. The work plan is formulated as follows:

First, face up to their own quality inspection work.

Quality inspection is an important part of our work. The quantity and quality of the problems we find in our work will promote the development of the hotel to a certain extent, and it is also an evaluation of our work quality. So we should dare to find problems. Be strict with yourself and set an example; Treat colleagues equally, and then things will be wrong.

Second, learn to find problems.

A: It is certain that there are problems in the daily work of such a big hotel and so many employees, but whether the problems can be discovered by us depends on our work attitude and sense of responsibility. For example, if we go to visit the floor in a formal way, there will be no problem, but if we go there, we can find out what it should look like according to the hotel quality requirements, what is the situation now, and what are the shortcomings compared with the requirements. In addition, we need to increase the number of inspections.

B: Take an active part in customer service. We have corresponding working procedures for all customer service. If a service link is blocked, it means that there is a problem in this place.

C: expand the scope of inspection. The sentence "employees will definitely do the work of leadership inspection" tells us from the side that the quality of employees' work depends on the inspection scope of our quality inspectors. If we check everything, then I believe the quality of our employees' work will be improved. For example, we often check the telephone management system, so our employees will not use the hotel phone to make personal calls; We often check the reservation confirmation at the front desk, so the front desk staff will form the habit of reservation confirmation.

D: strengthen the inspection of backstage posts, such as: checking and tracking the medical records of the engineering department; Check the purchasing timeliness of the purchasing department; Health inspection in the backcourt area of the Security Department.

Third, pay attention to the ways and means of work.

Summing up last year's work, we found that sometimes when checking problems and communicating with departments, there will be a phenomenon of wrangling, and sometimes it also reflects the bad attitude of our quality inspectors. This requires us to keep good evidence and pay attention to the tone of speech. Shoot if you can, and record if you can't. When you encounter something you are not sure about, report it to the leader and let him decide. Pay attention to communication skills with employees, so that employees can realize their problems in time and correct them. In addition, it is necessary to strengthen the study of other post knowledge according to our own situation, and strive to solve all problems in time.

Four, resolutely implement the mandatory provisions of this department.

No rules, no Fiona Fang. Hard and fast rules are just a basic value for us, not the ultimate goal of our work.

Five, can combine the problems found in their own quality inspection, put forward rectification opinions.

We will correct problems in our work, but we need to think about how to correct them and how to do them well. I hope you can make more constructive suggestions in xx and make more contributions to the development of the hotel.

Annual Work Plan of Hotel Quality Inspection Department (IV) xx year is coming quietly, and the New Year bell is about to ring. Looking back on xx years, I am busy and full. The cause of sowing, cultivating and harvesting inspires us to forge ahead. In the burning winter, we enthusiastically follow the new blueprint and raise the sails of the century, and tomorrow awaits us to harvest. Over the past year, with the concern of the company leaders and the support and cooperation of the relevant leaders of the branches, the quality inspection department has played a positive role in improving the service quality of the hotel through supervision and inspection with the strong cooperation of all departments of the hotel. Under the leadership of the company's administrative office, the quality inspection department actively explored new working methods in xx, which made the quality inspection work to a new level. The work of xx Quality Inspection Department is summarized as follows.

First, intensify the inspection and deepen the inspection content.

On the basis of xx years' work, the quality inspection department further explores working methods, deepens the scope of work, and strengthens the inspection of various departments. For example:

(1) By organizing chefs, proofing staff, heads of seafood workshops and buyers of each store to exchange and learn about the sample dish making of each branch, and then checking the sample dish making and seafood sales of each store according to the requirements of the company, the sample dish making of each store has been greatly improved through hard work.

(2) The price labels of medium and small portions of dishes shall be implemented in the branch, and the quantitative labels of cut-and-match dishes with changed weight shall be re-made and hung on the cut-and-match table, so that the cut-and-match personnel can see at a glance.

(3) Carry out special inspection on the work items such as grease trap, garbage room, sample dish, cold dish room, food stamp and kitchen tray of the branch.

④ In the first ten days of XX, taking XX store as the pilot unit, the "dynamic five permanent members" activity was carried out in the branch, which effectively strengthened the consciousness of "cleaning at will".

⑤( 1) Organize night check;

(2) Carry out CD inspection of staff canteen;

(3) unify the quality inspection formats of the company and its branches;

(4) Conduct quality inspection in the same place and at the same time through the monitoring center and the site;

(5) 1.5 days for kitchen material preparation management;

(6) Assist the operation of the branch during the peak period;

(7) Organize the joint working meeting of quality inspectors of the branch.

⑥ In order to reduce the conference cost, the paperless conference mode has been implemented since xx.

⑦ Introduce color code management, and fully implement standardized management of commodity claim certificate.

Second, be strict with self-discipline and always set an example.

As the service quality supervision department, the quality inspection department should strengthen its own requirements and always operate according to the hotel's various specifications. On the basis of strengthening inspection, I also have stricter requirements for my professional quality. Take advantage of various opportunities to learn business skills, go deep into various positions in the hotel and learn from them (for example, a special training for quality inspectors was held in xx to improve the daily supervision ability through training, so as to ensure the continuous development of xx work and achieve substantive results); Read all kinds of professional books on hotel management and skill training in my spare time. Constantly master hotel professional knowledge (at present, our department has xx professional manager certificate, xx senior waiter skill certificate, xx intermediate waiter skill certificate and xx intermediate chef); In daily work, always do not forget to operate according to the requirements of the specification. Through the strict self-requirements of the quality inspection department, it has played a demonstration role in the hotel to a certain extent.

Three, strengthen daily communication and coordination, change the quality inspection work style.

At the end of xx, we realized the limitations of this style, and put forward the ideas and plans of changing xx from inspection to rectification (such as assisting xx guild hall to participate in the national xx-level green hotel, xx store safety production standardization, xx store mayor quality award evaluation, etc.). ). Since xx, our work has been carried out in strict accordance with this idea. When problems are found, communicate with all departments as soon as possible, and feed back major problems to hotel leaders in time to solve them as soon as possible. This improves the efficiency of quality inspection and promotes the spiral improvement of service quality. In terms of specific working methods, we should try to grasp the surface as little as possible, dig more roots, actively cooperate with various departments, and find the best solution to the problem. The problems existing in post specifications are mainly rectified within a time limit; Individual problems and problems discovered for the first time are mainly verbal reminders; Give priority to suggestions for problems that are not clearly defined and we think are unreasonable; Of course, we will directly fine or report to the hotel leaders for acts that obviously violate labor discipline and cause adverse effects, and we will never tolerate them.

Under the wise leadership of the administrative office, the quality inspection department has made some achievements in xx, but there is still a lot of work to be done, which is still far from our expectations. Hotel quality inspection has a long way to go, it can't be done overnight, and we must persevere. Only in this way can quality inspection really play its due role. To this end, in xx, we will stick to the vision of building a century-old Shipu, fully focus on the corporate mission of "carrying forward xx intangible culture, innovating and developing green benefits", establish the core values of "transcendence, harmony, preciseness and high quality", continue to carry forward the style of not being afraid of difficulties, actively explore and go deep into practical work, and make our own modest contribution to the improvement of hotel service quality.