Daily work instructions and workflow of hotel quality inspectors
Hotel supervisors and quality inspectors are the eyes and ears of hotel managers. They must record the items found in the inspection process that do not meet the quality requirements every day as required, and form an “inspection report” in multiple copies to be submitted to the general office and Hotel senior leadership research, in order to take positive measures to urge relevant departments to make timely rectification. Therefore, hotel supervisors and quality inspectors play a very important role in hotel management.
Instructions for the work of hotel quality inspection supervisors
01
The facts must be absolutely clear
If there is an employee who does not wear gloves when operating in the cold food room, you must record the employee’s badge number so that people around you can see that you are recording for later review. You don’t have to write the number on the “report”, but you need to have a certificate to prove it, so as to avoid later denial or sophistry.
02
The text should be accurate
For example, the countertop is not properly wiped, the dust is not wiped in place, the dust is leaked, the dust is floating, and the dust is accumulated. Another example is that some employees do sleep on the workbench, but when the boss comes to him with the “inspection report”, he will definitely say: “I didn’t sleep at all, I just slept for a while because of my physical discomfort…” and sometimes There are indeed some serious bosses who take this as a basis and vent their dissatisfaction with the supervision, making everyone unhappy. How to do it? For those that cannot be clearly defined, simply point it out on the spot. If you must express it, you can record it like this: “Some employees have the phenomenon of closing their eyes on the table at some point during the working hours.” This can not only avoid conflicts after the fact, but also clearly state the facts, and at the same time can provide management There is room for “discretionary” processing.
03
Concentrate on the same problem
For example, when the problem of wiping dust on the shower curtain rod in the bathroom often occurs and has not been rectified after repeated requests, it should be brought to attention in a striking way. Such as: most of the rooms being inspected have this condition, which is stated in the first sentence of the inspection report. The same problem, appearing in the same report, is a clear hint to managers - this is a common problem, and it is time to take care of it.
04
Praise hint
If the water glass is not wiped properly, fingerprints or water stains are often left. It has been pointed out many times that it still cannot be rectified. The department will say that the quality of the glass is defective. At this time, the best way to solve this problem is to praise the water glass that has been wiped clean immediately. For example: “The sanitation work in room XX is very meticulous, especially the water cup is wiped clean and bright, without fingerprints and water stains”. This implied praise outweighs any explanation.
05
heavy evidence
All the problems reflected in the report must have evidence, otherwise it will end badly. If an employee reads a book that is not related to work during working hours, if you want to report it, you must confiscate the book. Because some violations are punishable. If there is no evidence, the course of things can quickly change. Or say “the book is not mine”, or say “I just looked it up and didn’t read it at all”…
06
Resolutely put an end to “talking about love”
We can pretend that we don’t see or don’t know about someone or something involved in supervision, but once a written report is formed and processed, we must see the result, and we must not allow intercession. Because with the first time, there will be a second time, a third time… The most terrible thing is that it will have serious consequences. The enforcement system cannot vary from person to person. “Intercession style” will produce contradictions, resulting in unpredictable serious consequences.
07
Field pointed out and corrected need not be included in the report
Some extremely rare cases are indeed negligence, and those pointed out on the spot and corrected in time do not need to be included in the report. If there are scraps of paper left on the floor of the corridor or cigarette butts left in the ashtray, it happens that there are employees on the scene, you can tell them and correct them immediately. If you point it out and correct it in time before writing it into the report, not only will it not have a very good effect on employee education, but it will make employees think that you are too fussy and relentless. If this happens again in the future, it will not be so active to cooperate with the rectification.
08
Know your “role”
Writing an inspection report is extremely serious work, and you must remember that your role is a “problem-seeker”, not a manager. Every word and every sentence written by my subordinates must grasp a principle: only talk about things, not comment, especially not to comment in the report with one’s own point of view. Because the management level of the hotel is clear, the responsibilities are clear, and every manager knows what to do, and they resent your finger-pointing. In order to reduce the occurrence of conflicts, be sure to be clear about your “role”.
09
To be “lifting the sedan chair”, not to “dismantle the stage”
Pay attention to the emotions and mentality of department managers and employees under specific conditions. If there is a large meeting, a large event or a holiday, the staff work is very tight, the workload is much heavier, and the service requirements are high. At this time, you wrote in the report “there is a hair on the floor of the bathroom, or a cigarette butt on the carpet of the banquet hall…”, obviously you are not happy. In this case, attention should be paid to the dynamics of the service, stating that the service is in place, busy but not chaotic, standing in a standardized manner, and the overall hygiene is better. At this point, you have to move up, down, left, and right. Don’t be a spark. When you burn others, you also burn yourself. Even if some “small problems” occur, they should focus on the overall situation and use “judo” to solve them. It must not damage the emotions of employees and affect the service. Putting some things aside temporarily can also achieve the purpose of rectification, and the effect will even be better.
Hotel quality inspection supervisor work process
Quality inspectors attend the morning regular meeting on time every day.
Report the work situation of the previous day in detail; submit various work reports and customer feedback information as required.
Prepare for daily work and explain the day’s work plan to the supervisor.
Carry out daily inspection work in strict accordance with the daily work plan (time, route, location) approved by the superior.
The quality inspector supervises the progress of the project on the spot, conducts a comprehensive and item-by-item strict inspection according to the company’s regulations on construction, fills in the form truthfully, and has it signed by the relevant personnel; if the construction violations, violations, and project quality do not meet the standards, etc., Immediately specify the staff members in accordance with the corresponding regulations and oblige them to make rectifications; and then give corresponding punishments according to the nature and extent of the violations of the on-site staff, and record them in detail.
In the work, go through the procedures for adding or subtracting items in accordance with the relevant regulations, deliver the mid-term payment notice in time, and bring back the receipt.
Supervise and assist the construction team in handling various acceptance and procedures of the project.
After completing the daily inspection work every day, go back to the company to report the work content of the day to the superior, and submit the work records for verification.
When the customer expresses doubts, dissatisfaction or complaints due to construction or material problems at any time, the quality inspector responsible for the project must promptly adopt effective methods to dispel the customer’s dissatisfaction. The situation expanded.
Report the weekly work summary (including the situation of the model room) to the supervisor every week.
Submit monthly debriefing report to the department every month.