Hotel managers, how to improve service quality?

"One reminder" means that the superior takes the first reminder to correct and solve the mistakes or incorrect behaviors of subordinates and quality management personnel in their work. To do this well, we must establish a scientific and reasonable management model and rules and regulations as the premise. \x0d\\x0d\ For hotels, mode is the code of management. At the same time, it is also the blueprint of service quality. It expounds in detail the standards that service quality should meet and the operating requirements of service procedures, determines and standardizes the work requirements, standards and procedures of service personnel, and also provides inspection basis for quality inspectors. But whether it can be put into practice depends on the on-site supervision of managers, and on-site supervision needs a set of perfect rules and regulations to enable quality inspectors to carry out their work rationally and orderly and ensure that violations are corrected. Some hotel colleagues said that the hotel system is the yardstick for operators and managers and the criterion for employees, which shows the importance of its establishment. \x0d\\x0d\ Error It is foolish to repeat the second time. "Second Punishment" refers to the punishment for hotel staff who repeat the same mistakes, rectify after being reminded, and implement inactive and inappropriate behaviors. To do this well, first, we must shape a quality inspection team with strong sense of responsibility and professionalism. \ x0d \ x0d \ quality management is an arduous task. How to carry out this work effectively? First of all, quality inspectors should have ideological consciousness and learning consciousness. Quality inspectors should be fair, just and objective for the public interest, not for people, set an example and start from me to prevent abuse of power in quality management. Because hotel inspection is a highly professional job, quality inspectors should learn the business knowledge of various departments, master the front desk business, be familiar with the back office business, master the old hotel regulations and understand the new regulations. \ x0d \ x0d \ Secondly, we should have a sense of responsibility and problem awareness. "There is no small matter in the hotel. Doing a small thing is equivalent to doing a big thing. " Quality inspectors should dare to check, know how to check, and give play to radioactive thinking and associative thinking at the same time. As a hotel expert said, "the quality inspector should look at the problem with a magnifying glass." As the "internal police" of the hotel, the quality inspector should organically combine ideology, learning consciousness, responsibility consciousness and problem consciousness, maintain the normal business order of the hotel, carry out inspections without scruple, and be a good staff of the general manager. \ x0d \ x0d \ The second is to establish the quality inspection system of daily inspection, weekly inspection and monthly inspection. \x0d\\x0d\ Establishing a perfect quality inspection system of daily inspection, weekly inspection and monthly inspection can ensure the better implementation of service quality management. \ x0d \ x0d \ The routine inspection of the hotel is conducted by the staff of the Human Resources Department. Because the staff of the human resources department is fully responsible for quality inspection, it is necessary to harmonize and establish the idea of serving the department during the inspection, rather than finding faults and problems. In order to check the problems and help departments solve them, the staff of human resources department will distribute the problems found that day to the relevant departments in the form of quality inspection daily the next morning. Remind daily hygiene, gfd, etiquette, service operation and other details, and make rectification within a time limit. Punishment should be given to those who have frequent incidents, fail to actively implement rectification or serious violations of discipline, so as to check the quality inspection every day, check the rectification the next day, and punish those who fail to rectify. In this way, the quality inspection work aims at reminding and rectification, eliminating the opposition and coordination between quality inspection personnel and various departments. The purpose of quality inspectors to find problems is to help departments solve problems, not just to punish them. \ x0d \ x0d \ The weekly inspection work is led by the vice president in charge of human resources, who leads the full-time quality inspection training supervisors of all departments to conduct inspections. During the inspection, all departments and posts shall be comprehensively inspected, including service quality, sanitation, gfd, etiquette, equipment maintenance, safety and fire prevention, etc. , and check the implementation of employees in combination with the overall training plan of the hotel. \ x0d \ x0d \ At the end of each month, the human resources department and the general manager will conduct monthly inspection. This inspection can be carried out regularly or irregularly. Because it is the highest form of hotel service quality inspection with high authority, it is easy to attract the attention of various departments. In this form of inspection, attention should be paid to the key inspections of different departments, the balance of inspections, and the authority of inspections. The relevant departments must attach great importance to all kinds of problems found, rectify within a time limit, and shall not delay or refuse for any reason. In order to ensure the seriousness of the inspection, the parties and responsible persons of the problem must be dealt with seriously according to the relevant regulations and will not happen again. For example, during an inspection in a hotel, the inspector came to the infirmary and found no one in the room. The inspector decided to fine the person who left his post without permission, but the person who was fined refused to accept it, complaining that there was a reason for leaving his post without permission and he was visiting at the request of the guests. The service quality management organization did not give in. With the support of the general manager of the hotel, we not only insist on the punishment decision, but also ask the parties to take measures to meet this kind of thing again. At this time, once there is no one in the infirmary, you will see a delicate little sign on the door, which says where the owner is now and when he will come back. Other offices will take this approach once they have something urgent to go out. In this way, the quality inspection work is serious and serious, which solves the phenomenon of buck passing. \ x0d \ x0d \ To sum up, the quality of the hotel has been strictly controlled, which greatly promoted and improved the overall service quality management level of the hotel. "Three stresses" is based on the concept of quality inspection serving departments. In the daily inspection, we should pay attention to collect the * * * problems and outstanding problems existing in various departments and solve them through training. For example, it is a common phenomenon that there are many new employees in a certain period, they are not bold and enthusiastic about various services, and they lack the necessary common sense of etiquette. In view of this * * * problem, organize quality inspectors to discuss, come up with training programs, and then give big lessons to different departments. It was immediately identified as the focus of quality inspection, and the inspection of the implementation of training content was aggravated in the quality inspection. At the same time, according to the business characteristics of quality inspectors, dicing quality inspection is carried out, and each skilled business personnel is responsible for quality inspection training. Piece quality inspectors are mainly responsible for checking, analyzing and solving their own areas when all employees are checking. Classify and analyze the problems found every month, draw out the outstanding problems in the department, assist the department to make training plans, and attend lectures when necessary. In this way, quality inspection and training are organically combined to form a benign circulation system, that is, notification-reminder-punishment-training-re-inspection. \ x0d \ x0d \ Service quality is the premise of the hotel's survival and development. It is unrealistic to rely on a certain department or individual to do a good job in service quality. The quality management system of "one reminder, two punishments and three trainings" should also become the overall behavior of the whole hotel. Hotel general managers, department heads and grass-roots administrative staff should be faithful guardians of the hotel system, implementers of the hotel system, especially grass-roots administrative staff who participate in front-line services, and more importantly, correctors of employees' wrong behaviors. Grass-roots managers should be good at discovering and dare to correct the wrong behavior of employees, so that quality inspection work does not stay on the surface of quality "palliative", but addresses both the symptoms and root causes, and fundamentally pays close attention to quality management.