202 1 hotel quality inspection work plan
I have been in the quality inspection department for several months and have a deep understanding of the work of the quality inspection department. As a quality inspector, we should take responsibility and take the lead for the hotel. Fully responsible for the standard operation of the hotel and the improvement of service quality. The work of Quality Inspection Department 20 1 1 is summarized as follows. The main responsibility of the quality inspection department is to ensure the realization of hotel management objectives through planning, organization, training, guidance, coordination, control, supervision and inspection. Please criticize and correct me.
First, the main practices and working ideas ensure that the quality inspection work has rules to follow and standards to follow.
1 Carry out the work according to the original quality inspection specifications and rewards and punishments.
The standards implemented mainly include the Code of Service Etiquette in Hotel Industry and other related industry standards. The implementation system is hotel management manual, documents of various departments, management standards, employee manual, quality inspection and reward and punishment regulations, etc. In addition, carry out quality inspection. In mastering norms and systems, we always adhere to the principles of combining reality, benchmarking, openness and justice, equality for all and equal treatment. Although some systems are not perfect at present, we insist on improving the systems while checking the work, so that after all systems are introduced, they will lay a foundation for implementation and provide reference for quality inspection.
Adhere to the four-level inspection of hotel leaders, quality inspectors, department managers and department heads for quality inspection.
Adhere to the key inspection of hotel leaders, which is under inspection. Comprehensive inspection by quality inspector, special inspection by department manager and daily inspection by department head. That is, please ask the general manager to do a key inspection at least once a month, and conduct a comprehensive inspection every day by quality inspectors from quality inspection department, human resources department, office and other departments from time to time. Managers of all departments shall conduct special inspections on various business items according to their respective responsibilities, and the manager on duty shall combine daily inspection with daily inspection and four inspections, and make quality inspection records. After finishing by the quality inspection department, the quality inspection notice will be issued according to the quality inspection reward and punishment regulations.
3 do a good job of training new employees on a regular basis.
Train every new employee in the business department. Ensure the ability to work independently and reduce the pressure on the department. At the same time, let employees understand the importance of their posts and improve their business knowledge and job skills.
4 adhere to the principle of guidance and education, supplemented by punishment, and deal with the problems arising from the inspection.
In the process of quality inspection, some problems that can be corrected through our first-time guidance can not be solved by responsible departments or individuals alone. It will be ordered to make on-site rectification or assist in coordination through oral notification, and will be inspected at a later stage. It's not usually handled. For some problems that have been repeatedly emphasized, some problems that have been repeatedly taught, and some problems that directly affect the company's safety, customer satisfaction and violate the company's rules and regulations, a quality inspection notice will be issued to deduct points. The quality inspection notice is made in triplicate, one for the record of the quality inspection department, one for the performance appraisal of the human resources department and one for the reference and rectification of the responsible department.
Second, the main effect promotes the establishment of hotel quality management system.
1 the development of quality inspection.
Quality management is the core of enterprise management, and quality is the life of an enterprise. Therefore, the establishment of quality management system embodies the principle of customer-centered, making hotel management more scientific, standardized and effective. At the same time, through reasonable resource allocation, the formation process of various factors such as service quality can be controlled, quality accidents can be prevented, internal friction can be reduced, potential safety hazards can be eliminated, and the purpose of saving energy and improving service quality can be achieved, thus ensuring the realization of hotel objectives and indicators and promoting the healthy development of the hotel. What I want to explain here is that any standardized enterprise. Its standards will not change because of regional differences.
2. It has played a powerful role in improving service quality.
What guests see is neat and beautiful, what they provide is safe and effective, and what employees see is warm and polite. As for how much quality inspection promotes the improvement of service quality, strictly implement the three gold standards of hotel service. I think all departments should have a deep understanding, especially the head waiter in the sales department has more say. From the adjustment of the work order of the department to a screw hole in the wall, I will not let go of the soot on the ground. All must be corrected, and at the same time attracted the praise of the guests.
3 Internal friction control plays an active role.
Pay more attention to the hotel's asset management and pass the quality inspection. Maintenance of facilities and equipment, energy saving and consumption reduction, and control of consumables pay more attention to the completion of target tasks. In terms of asset management, it is required to take regular inventory of assets, and the responsibility should be assigned to people, and repair them in time to prevent loss reporting; In terms of maintenance and guarantee of facilities and equipment, it is required to carry out daily maintenance, that is, to repair damaged facilities and guarantee them regularly, and to extend their service life as much as possible. In terms of energy saving and consumption reduction, it is required to strengthen publicity and guidance, implement quantitative management, and put the responsibility on people. For the control of consumables, it is required to control the outbound data of consumables, encourage secondary recycling and implement the objectives and tasks of various departments. Quality inspectors do play the role of supervision, supervision and guidance, but in order to achieve my energy consumption control goal, all my employees need to participate in it to play a greater role in internal friction control.
Third, the main problems
1 has a heavy workload and the quality inspection team lacks strength. On the one hand, we should do a good job in quality inspection. Not less than other functional departments, the current quality inspection team is obviously a bit backward in energy. On the other hand, the quality inspection work is of a special nature, mainly to find faults for everyone in accordance with norms and systems. As an offensive job, everyone is under great pressure, unwilling to participate in quality inspection and shrinking in the face of difficulties.
2. Entering the sequential quality inspection work has just started, and the professional quality of our quality inspection personnel can not meet the needs of quality inspection work; ;
Due to the lack of training, the system needs to be further improved.
There are many phenomena that employees attach importance to personal interests and ignore collective interests in their work, and they don't pay enough attention to quality inspection and have a biased understanding.
Although the idea of quality inspection has been basically clear. However, the implementation of quality inspection is not comprehensive enough. Back to the dictionary home page >>
202 1 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 supervision: hardware quality inspection supervision and software quality inspection supervision.
Classification of characteristics of quality inspection supervision: * * characteristics. typical characteristic
Scope of quality inspection supervision: software and hardware provided by the company to employees and guests. Characteristics of software and hardware quality inspection and supervision provided by employees to the company and guests: Quality inspection mainly targets at software services with * * * characteristics, including smiling greetings and other hardware such as health standards and codes of conduct, while supervision mainly targets at software services with characteristics, including specific service processes of various departments and other special services. There are two concepts of quality inspection and supervision, quality inspection and supervision are equally important. However, if the specific work categories of quality inspection and supervision are confused or unclear, it will inevitably enter the misunderstanding of quality inspection and supervision. This can not guarantee the service level, but also hinder the improvement of service quality, dampen the enthusiasm of excellent employees with innovative thinking, and affect teamwork. Therefore, the hotel quality supervision must not be blind, and the quality inspection department must carefully distinguish the objects of quality supervision. Now the competition faced by companies, especially the hotel industry, is as cruel as fighting on the battlefield. If you don't have strict discipline, forbid it, you can't win! However, due to the particularity of the production and sales process of hotel services, we must not blindly manage all employees in boxes, and then the hotel quality inspection department will measure the performance of employees based on service standards! In this way, the final result can only be that the service quality can never be improved and innovated! The inspection and supervision of hotel service quality should focus on hotel service standards, not service standards with departmental characteristics. The correct understanding of the supervision of hotel service quality inspection should be: * * sexual service standards have rules to follow, law enforcement must be strict, and characteristic service categories follow perfect and infinitely innovative supervision! Classification characteristics of quality inspection supervision:
Decomposition of quality inspection, supervision and assessment system;
1. Daily quality inspection patrol will deduct the score of the responsible department for each investigation.
2. If the accumulated points of standard sub-departments exceed their assessment categories in the current month, before the accumulation, 0.5% of the first responsible person of the department will be deducted for each point of the assessment category (as appropriate), and 0. 1% will be deducted for each point (as appropriate).
3. For the special quality inspection on Friday, double points will be deducted (as appropriate) if the items not rectified are repeatedly reminded.
4. In the standard score, the department whose deduction does not exceed its assessment category in the current month will be exempted from the bonus of the first person in charge of the department in the current month (as the case may be).
5. If the company rewards or praises the department or employees in that month, the deduction will be relatively exempted according to the assessment items and scores (as the case may be).
6. The department with the least accumulated penalty points in the current month will be awarded to the first person in charge of the department (the department with the least accumulated penalty points must be divided into assessment categories based on standards), (the bonus will be made up from the bonus deducted by the first person in charge of the department with the most accumulated penalty points in this month, and the regional director will make up 0. 1 of the total amount as appropriate). If each department does not exceed the standard score, which belongs to the assessment category, it will not be rewarded or punished. If all departments have accumulated deduction points in the current month, it is an over-standard score and belongs to the assessment category.
7. Assessment departments are divided into ABC three categories, and deduction and reward are carried out in their respective categories.
8. At the beginning of each month, the quality inspection department will conduct a monthly assessment of the quality inspection supervision of each department according to the inspection results of last month, and submit it to the personnel director or the vice president in charge for review, then send it to the responsible person involved in the first department for review, and submit it to the general manager for approval, and then send it to the financial accounting summary for cash.
9. The monthly deduction assessment of the hotel quality supervision department is based on the items recorded in the daily quality inspection tour and special inspection, and the deduction assessment form must be signed and confirmed by the company's quality inspection supervisor, the first person in charge of the department, the personnel director or the vice president in charge.
Measures for evaluation of quality inspection complaints:
1. The assistant manager of the lobby, the manager on duty and the managers of all departments must report the guest complaints and employee complaints in the area under their jurisdiction and during the duty on that day to the quality inspection department in writing, which will report them to the general manager and file them as the basis for deducting points for quality inspection.
2. Failing to report in time or concealing it, and the quality inspection finds that the situation is true, the responsible department will be deducted, and the department that conceals it will be deducted more than twice (as the case may be), and the assistant manager of the lobby and the manager on duty who conceals it will be fined (as the case may be).
3. The complaint reporting time is within 24 hours. If the quality inspection department finds a complaint, and the complaint has occurred for more than 24 hours at this time, it will be regarded as concealment.
202 1 hotel quality inspection work plan
In order to strengthen the management of hotel service quality and improve the overall competitiveness of the hotel. In order to ensure that the service quality inspection can be effective and the rectification work can be actively implemented, the quality inspection regulations are formulated as follows:
1. Hotel quality inspection organization network: The hotel quality inspection team (hereinafter referred to as the quality inspection team) is composed of a leading group and a working group, and is responsible for inspecting and supervising the service quality and work quality of all departments in the hotel, and putting forward rectification opinions for follow-up assessment.
(1) leading group: group leader: general manager () deputy group leader: deputy general manager () members: chief financial officer (), assistant general manager (), manager of quality inspection and training department (), lobby manager () (2) working group: group leader: deputy general manager () deputy group leader: manager of quality inspection and training department (), lobby manager. Housekeeping Manager (Feng), Deputy Director of General Office (), Personnel Manager (), Chinese Restaurant Manager (), Western Restaurant Manager (), Lobby Assistant Manager (), Datang Assistant Manager () 1.
Two. Scope of hotel quality inspection project: scope of hotel quality inspection project: project scope
1, the overall requirements (including the implementation of management systems and norms, staff literacy)
2. Front office (including switchboard, reservation, check-in, luggage service, wake-up service, checkout, maintenance and sanitation of business center and front office)
3. Rooms (including room service, turndown service, laundry service, mini-bar service, room maintenance and cleaning)
4. Catering (including buffet breakfast service, dinner service, lobby bar service, food delivery service, maintenance and cleaning of catering area)
5, public * * * area, background area (including the surrounding environment, stair corridor elevator hall maintenance, public * * * toilet, background area)
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In 20 1x, under the leadership of the bureau party group, the finance department