Hotel quality inspection work plan

Due to the complexity and particularity of the work involved in quality inspection supervision, the overall operation of quality inspection work must have absolute autonomy and independence, and be directly responsible to the executive general manager; We must have absolute quality inspection supervision power over all departments and the right to suggest rewards and punishments; Must have the absolute supervision and inspection right of employee affairs guarantee; We must ensure that the quality inspection department has absolute quality inspection supervision right at any time after work, on Sundays and on rest days. Due to the importance of supplementary inspection and training, the characteristic areas involved in the quality inspection process and the premise that the quality inspection is not easy to be crowded, the trainer must have part-time quality inspection functions to cooperate with it.

Hotel quality supervision system is divided into two levels and one major;

First-level quality inspection: the quality inspection department will have special personnel to patrol, and the quality inspection executive management organization is mainly responsible for the quality inspection supervision of hotel software and hardware, as well as supervising the second-level and organizing special inspections, putting forward rectification opinions and summarizing and reporting them.

Second-level quality inspection: self-inspection by departments, and the supervisors (or supervisors) of each department are mainly responsible for the quality inspection supervision of hotel special services (specific service processes).

Special quality inspection: joint inspection, organized and summarized by the quality inspection department, led by the administrative office (general manager's office or general manager or chief administrative value), and jointly conducted by managers of various departments or heads of relevant departments once a week, focusing on fire safety, equipment and facilities maintenance, energy saving and consumption reduction, health and service, and staff affairs. Division of functions of quality inspection and supervision: hardware quality inspection and supervision; Software quality inspection and supervision features: * * features; Scope of special quality inspection supervision: software and hardware provided by the company to employees and guests; Software and hardware quality inspection and supervision functions provided by employees to the company and guests: "Quality inspection" is mainly aimed at software services with * * * characteristics, including hardware such as smiling greetings, including health standards and behavioral norms; And "supervision" mainly aims at distinctive software services, including the specific service processes of various departments.

Classification of quality supervision characteristics: 1. * * * Quality inspection scope: guest's goods arrangement specification, gfd, service attitude, polite hospitality, code of conduct (employee handbook), equipment and facilities maintenance and energy saving, fire safety hazards, regional and personal hygiene, food and supplies quality, internal environment quality, employee affairs guarantee and background service.

2.

Characteristic supervision scope: service skills, service methods, service efficiency, service process details and unconventional services of various departments, departmental cooperation, customer complaint handling, customer feedback and front-line employees' work opinions and employee complaints. 3. Supervision scope of hardware quality inspection: guest goods arrangement specification, gfd, equipment and facilities maintenance, energy saving and consumption reduction, fire hazards, regional and personal hygiene, food and supplies quality, internal environment quality, employees' compliance with the company's various codes of conduct (employee code), background service, employee affairs guarantee and the software and hardware provided by the company to employees (accommodation standard, cultural and sports entertainment and career development, equal personality environment and spirit).