How to effectively establish hotel service quality management system

Only when all employees have established the idea of obeying quality management can the hotel's service quality management, inspection and evaluation system be put in place and the hotel's entire quality management system be guaranteed to operate well. Especially middle managers, there must be no problems. The quality inspection department found all kinds of service quality problems in this department, and thought it was an idea of finding fault or feeling sorry for this department. Instead, we should see that the quality inspection department is helping our department manager find the service quality and hygiene quality problems that he has not found, and is helping this department to improve its work and management level. At the same time, the hotel is a semi-military management enterprise, and the staff of each department must unconditionally improve, perfect and improve the service quality problems found by the quality inspection department and hotel leaders in health, service, information communication, departmental coordination and hardware maintenance. Only in the process of layer-by-layer management, step-by-step responsibility and vertical leadership, can the hotel management level and service quality be improved by establishing the idea that all staff are highly subordinate to quality management. On the other hand, if the orders are not stopped, the government decrees are not smooth and the implementation is weak, which will affect the hotel service quality, and the customer service satisfaction rate is over 95%. V. Quality inspection management system combining daily inspection, weekly inspection and monthly inspection After formulating strict and serious service quality management rules and regulations, hotels should also establish a comprehensive and three-dimensional service quality inspection and supervision system, and establish and improve the quality inspection management system of daily inspection, weekly inspection and monthly inspection. In order to ensure the implementation of service quality management, in order to implement the hotel's total service quality management. The daily inspection of the hotel is carried out by the staff of the quality inspection department. The weekly inspection work is led by the manager of the quality inspection department, who leads the heads of all departments and the foreman (one each) to carry out the inspection. On the last day of the end of each month, the Quality Inspection Department and the General Manager's Office will take the lead, and the General Manager (or executive vice president) will lead all department managers to conduct comprehensive supervision and inspection on all departments and positions of the hotel in terms of service quality, sanitation, equipment maintenance, energy saving and consumption reduction, safety and fire prevention, gfd of service personnel, manners and etiquette, foreign language standards, etc. In addition, while carrying out the daily three-level quality inspection supervision, you can also hire peers in the industry, star assessors of the Tourism Bureau and permanent guests of the hotel to conduct a thorough investigation, spot checks, visits and unannounced visits to the service quality and sanitary quality of the hotel. Collect opinions from all sides to improve and improve the overall service quality management level of the hotel. Chengdu Tibet Hotel adopted the above measures when implementing total service quality management. At the same time, the head office also sends the staff of the hotel management department to the hotel every month, and uses the star rating standard promulgated by the National Tourism Administration to strictly check and score the service quality, sanitary quality and equipment maintenance of all departments and posts in the hotel, and collect the opinions of the guests extensively. Timely correct and rectify the problems existing in the service process and quality management process, ensuring the continuous improvement and progress of hotel service quality. The hotel has achieved good benefits in service quality management and economic benefits. Six, there are strict rules of quality inspection discipline rewards and punishments. Hotel service quality control focuses on prevention, nip in the bud and put an end to quality accidents. Second, through inspection, supervision and control, daily inspection, weekly inspection and monthly inspection are carried out. Third, it is linked to economic interests, with strict rewards and punishments. As we all know, in the hotel service quality management control, the most difficult task is the third procedure, that is, the problem of "punishment", because once the economic benefits are touched, not to mention the service personnel, many department managers will show the situation of not accepting, unwilling and not implementing. Therefore, when the hotel formulates the service quality reward and punishment regulations, it must be led by the general manager himself, arranged in a unified way and participated by all staff. Each department will set up a drafting group of quality inspection reward and punishment regulations, so that all hotel employees can participate in the formulation. The process of drafting and formulating is also a process of training, learning and educating all employees on the Regulations on Service Quality Rewards and Punishment, which changes the traditional post-event punishment management of inferior service quality into preventive service quality management. Once the Rules and Regulations on Discipline of Quality Inspection, Reward and Punishment are formulated and implemented, all employees from the general manager of the hotel must abide by them unconditionally, and everyone is equal in quality inspection discipline, without mercy, formality and discount. The main prize of the award, the penalty should be punished. And make it a power grid for hotel quality management and ensuring excellent service quality. Whoever violates it will be accused (punished). The reason why foreign-funded hotels are well managed is that they have a serious quality inspection management system, with strict rewards and punishments, no mercy and no carelessness. The main reason why many hotels in China don't do quality inspection is that "human feelings are greater than the rule of law, criticism and education take the place of economic punishment, and system implementation only touches the skin and flesh, not the soul". Seventh, fully establish the awareness of quality service, fine service and management. Service quality is the premise of hotel's survival and development. High quality is the basic condition to ensure standardization, rapidity, personalization and value-added service. Service quality management has become an art of hotel management. In the process of modern hotel management, many hotels tend to pay attention to public relations marketing and expand market sources. However, the refinement and innovation of hotel internal service quality management are often ignored. The marketing department spent a lot of time, energy and publicity expenses, and finally attracted guests to the hotel. However, due to the hotel's service management, it failed to achieve both * * * quality service and personalized quality service, which made some guests feel dissatisfied. The service result of 100- 1=0 was formed, but the guests who were pulled back outside were driven away by some poor service of the hotel. Once this unqualified service product becomes a fact, it will have a great adverse impact on the hotel. The more customers quit, the greater the adverse impact on the hotel. Therefore, in the hotel service quality management, we must insist that the service provided by every waiter and manager is high quality and satisfactory, and the service is fine and personalized. Let guests truly feel the quality and standard of hotel service products, and everything is satisfactory, comfortable and efficient. Only by establishing the behavioral consciousness of all staff to create excellent service, carrying out refined service and innovative service can we really create a kind of consciousness and behavior in the whole hotel, focusing on customer satisfaction, customer demand and improving service quality as the fundamental starting point. The hotel's service quality and management level can only depend on a higher level. It is the conscious behavior of every employee to create high-quality service and serve guests attentively. In a word, the above are some immature views on the establishment of hotel service quality management system.