Hotel management of five-star hotels

Five-star hotels must provide more than 12 service process management systems, more than 10 supporting process systems and more than 8 overall functional management systems;

1. Have an employee handbook .

2. There are hotel organization charts and department organization charts.

3. Management system: mainly for management such as hierarchical management system, quality control system, marketing system, material procurement system, etc. A complete hotel management system includes system name, system purpose, management responsibilities, project operation procedures (specifically including execution level, management objects, methods and frequency, management work content), management division of labor, management procedures and assessment indicators, etc.

4. Departmental operation specifications: including job descriptions for managers, work relationship tables for managers, work project checklists for managers, special quality management documents, work sheets and quality management records, etc. .

5. Job description for service and professional technical personnel: Provide a written description of the job requirements, job conditions, shifts, instructions and coordination channels, main job responsibilities, etc. for service and professional technical personnel.

6. Service items, procedures and standard instructions: In view of the requirements of service and professional technical personnel job descriptions, the goals to be completed for each service project, the procedures required to complete the goals, and the Quality standards for each procedure are described.

7. Work technical standard instructions: There must be corresponding technical work for specific positions required by national and local authorities and mandatory standards, such as boilers, strong and weak electricity, fire protection, food processing and production, etc. A written description of the work technical standards that employees in corresponding positions must know.

8. Other certificates or documents that can prove the hotel’s quality management level.