Understand the nine key points of hotel quality inspection
Quality inspection, referred to as service quality inspection, is to find out the problems existing in the service quality of each post through inspection and supervise the implementation of rectification, which is also an effective means to improve the quality of hotel services. Quality inspection work has been carried out in various hotels, but the results achieved are different. Some have improved the quality of service, and some have no actual effect. The same is to carry out quality inspection work. Why is there such a gap? How to carry out the work, good quality inspection needs to start from the following aspects:
01
Establish a quality inspection system
The system is the guarantee of work development, and the quality inspection system is institutionalized from the management level, such as “Quality Inspection and Inspection System”, “Quality Inspection Supervision System”, “Quality Inspector Management System”, “Quality Inspection Reward and Punishment System” and so on. In the relevant system, determine the members of the quality inspection leading group, specify the quality inspection time, scope and requirements, and clarify the quality inspection items and the standard basis for the implementation of quality inspection. Through the establishment of these systems, all hotel staff have a preliminary understanding of quality inspection, lay a solid foundation for the development of quality inspection work, and achieve “laws to follow”.
02
Establish quality inspection standards
To carry out quality inspection work, you must first know what to inspect and what are the inspection standards? To this end, it is necessary to formulate quality inspection standards. The standards are divided into: grooming, courtesy, code of conduct, operating procedures, service procedures, sanitation, etc. The inspection content of each service procedure includes procedures, employee performance, hardware facilities, communication. assistance, training, etc. The standard requires that all services should be connected smoothly, and the service level between positions should be balanced to avoid large gaps or large fluctuations in service quality.
03
Form a team of quality inspectors
With the system and the standard, who will carry out the inspection? It is not enough to rely solely on the quality inspection department. After all, the quality inspection department has limited personnel, and the inspection time and scope are limited. Therefore, a part-time quality inspector team must be established. Grassroots employees and managers with strong sense of responsibility and courage to speak are recommended by various departments to participate, and a quality inspection team is established. Supervisor and part-time quality inspector.
04
Quality Inspector Training
Quality inspectors are recommended by various departments and are only familiar with the operating procedures of their positions. In order to better carry out inspection work, it is necessary to arrange training for quality inspectors to master the operation procedures of other positions. The forms can be divided into on-the-job training and job rotation training. The training content includes: quality inspection system, inspection standards, on-the-job learning, etc. The training is also an improvement for quality inspectors, which not only meets the needs of quality inspection, but also lays a solid foundation for the hotel to reserve talents.
05
Strictly implement quality inspection
All preparatory work is done, it needs to be strictly implemented. During the implementation process, the influence of human factors should be reduced, such as: cancel without reason, reduce inspection items, check but not report, etc. Quality inspection is a systematic project. It is not possible to fish for three days and dry the net for two days. In the process of implementation, the time, content and form of inspection should be constantly adjusted according to the actual situation. In the early stage of quality inspection, a fixed time and form can be adopted, such as two inspections per week, the time has been notified in advance, and the inspection contents are mainly staff grooming, courtesy, sanitary environment, guest rooms, etc.; There will be fewer and fewer problems, and each department will have corresponding countermeasures. It is necessary to adjust the quality inspection and change it to random inspection, and the items will be more complete.
06
Fully authorized quality inspection
Quality inspection is an inspection of the entire hotel. If it is not fully authorized, the quality inspection will not be carried out smoothly. The general manager of the hotel should hold a special quality inspection meeting to escort the quality inspection work. In a pure sense, neither the human resources department nor the quality inspection department has the right to inspect other departments. In order to facilitate the development of the quality inspection work, the general manager of the hotel needs to be fully authorized to give the quality inspection department the right to carry out inspections and pay close attention to the inspection results. and rectification. When the quality inspection department has the sword of Shangfang, it can better carry out the quality inspection work and give full play to its role.
07
Implement accountability
The accountability system is a kind of supervision for the department manager. The department manager should attach great importance to the problems detected by the quality inspection and implement the rectification to avoid recurrence. to be held accountable.
08
Combination of rewards and punishments
For those who violate the regulations or do not meet the requirements, the quality inspection department has the right to directly sign and deal with it, and at the same time, it has the responsibility to suggest rewards for good performance. Through the combination of rewards and punishments, it can further improve the enthusiasm of employees, and finally achieve the purpose of improving the overall service quality of the hotel. .
09
Combination of quality inspection and training
The problems identified by the quality inspection are inseparable from the departmental training. The grooming, etiquette, hygiene and environment of employees can all be improved and improved through training. Quality inspection and training are complementary to each other, and quality inspection promotes training. improvement, and training to solve the deficiencies in quality inspection. When the quality inspection and training are organically combined, the service quality of the hotel will be greatly improved.
Doing a good job in quality inspection does not happen overnight. Quality inspection is a systematic project, which requires the quality inspection department and quality inspectors to constantly summarize and improve in practical work. It also requires management personnel of various departments to have a correct understanding, cooperate with the quality inspection work, and actively Implement rectification. With the joint efforts of all hotel staff, the service quality will definitely be improved.