How to implement ISO9111

Section 1: Characteristics and grades of service quality of hotels and restaurants

At present, there are hundreds of thousands of hotels and restaurants in China with nearly 3 million employees, which has become an important service industry.

in recent 21 years, China's hotel industry has experienced three stages in service quality management.

in the first stage, since 1978, TQC has been introduced and widely implemented in China. Every hotel and restaurant has formulated service specifications from rooms and restaurants, and used "one card and three tables", namely, attendance card, post service table, daily service situation table and month-end service report table, to quantitatively reflect the service quality, carry out all-staff, all-round and whole-process services, and establish a total service quality management system (JJSS). At this stage, the "Hundred Hotels Learning to Build a Country" was also launched.

The second stage began in 1988. In order to keep up with the international hotel management practices, it began to classify and evaluate foreign-related hotels, and launched the annual national best star hotel appraisal activities. By the beginning of 1995, there were 1498 star-rated hotels in China, including 35, 95, 439, 711 and 219 star-rated hotels. In 1993, GB/T14318 "Star Classification and Evaluation of Foreign-related Hotels" was formulated, and GB/T13391 "Classification and Grading Regulations for Restaurants (Restaurants) and Hotels (Restaurants)" was also formulated for the hotel service industry, and all kinds of hotels, restaurants, restaurants, restaurants, hotels, hotels, etc. were designated as national special grades, first, second and third grades and local grades five respectively.

In February, 1995, the National Tourism Standardization Technical Committee was established, which accelerated the formulation of relevant supporting standards centered on hotel star-rated standards, such as hotel information, graphics, symbols, room supplies and quality requirements, which laid a reliable standardization foundation for the operation of hotel service quality system, and at the same time began an active exploration for the implementation of international service quality management standards in the hotel industry. China's hotel industry has entered the third stage in service quality management.

first, the service quality characteristics of the hotel industry

the service quality of the hotel industry is mainly the sum of the characteristics and characteristics that reflect its ability to meet the explicit or implicit needs of accommodation services. It generally consists of satisfying some sexual needs of guests. Although these services vary from person to person and from place to place, and are related to customers' economic ability, living habits, educational level, health status, hobbies, etc., and are also influenced by their nationality, religious beliefs, occupation, age, etc., they can still be clearly defined by some observable and evaluable service characteristics.

generally speaking, the service characteristics of hotels and restaurants are divided into the following aspects.

1. Functionality

refers to the effects and functions produced by service provision. The functional characteristics of hotels mainly refer to accommodation and food, in addition, there are entertainment, health care, shopping, etc., so as to provide all-round comprehensive services to guests.

2. Economy

refers to whether the customer's expenditure and income are reasonable and whether it is "value for money". Although it is related to the level and category of meeting customers' needs, it should abide by the principles of low price, good quality, openness and fairness.

3. Safety

refers to ensuring that customers' physical and mental health and property are not damaged during the whole service process. For example, guests' personal belongings are not stolen or damaged, and the rooms are clean, hygienic, safe in facilities, hygienic in food and even elegant and quiet in the environment, without noise interference and so on.

4. Timeliness

refers to the degree to which service provision meets the needs of guests in time, including waiting time, providing time and process time. For example, McDonald's company stipulates that customers should wait at the counter for no more than 31 seconds.

5. Comfort

refers to the degree of comfort that customers feel during service provision on the basis of ensuring the above characteristics. It is usually related to the service facilities of hotels and restaurants, as well as the service cost and price. It is a relative characteristic requirement, which generally includes the requirements of completeness and applicability of service facilities, convenience and comfort, cleanliness, beauty and quietness of the environment.

6. Civilization

refers to the degree to which guests meet their spiritual needs in the process of receiving services, such as a free, cordial, respectful and friendly service atmosphere, mutual understanding and harmonious interpersonal relationships, etc.

the above-mentioned service characteristics are often guaranteed by controlling people, facilities, materials, methods, environment, information, time and other factors in the service process through service provision characteristics. If people are satisfied with Beijing "Quanjude Roast Duck", it is mainly because the store has made it clear that the raw material is Beijing stuffed duck with a growth period of 61 days, weighing 2.6~2.9kg. After slaughter, it will be scalded for 1.5 ~ 2 < P > min at 65 degrees Celsius, 2.5~3min at 61 degrees Celsius, and the baking temperature will be kept between (241+-11) degrees Celsius.

Second, the service quality grade of hotels and restaurants

The quality grade refers to the classification or ranking of entities with the same function but different quality requirements. (ISO8421)

the quality requirement is "to express or transform the need into a set of quantitative or qualitative requirements for the entity characteristics, so that it can be realized and assessed." (ISO8421)

obviously, the quality grade reflects the predetermined or recognized differences in quality requirements, and does not mean the excellent quality in a comparative sense, but only emphasizes the relationship between functional use and cost.

therefore, high-grade hotels may also have unsatisfactory quality; Conversely, low-grade hotels may also provide satisfactory quality.

GB/14318 "Star Classification and Evaluation of Foreign-related Tourist Hotels" is based on the hotel's architecture, decoration, facilities, equipment, management and service level, and its quality grade is indicated by star symbols. See Table 5-1 for details.

Table 5-1 List of star conditions of hotels

Project 1-star, 2-star, 3-star, 4-star and 5-star

Appearance and layout are basically reasonable and convenient for guests' activities, and the layout of guests' activities is basically reasonable and has certain characteristics. The interior and exterior building materials are high-grade and unique, and the high-grade luxury style is specific

The front desk is beautiful, elegant and luxurious

Rooms ≥21 ≥51 ≥51. Complete, fully lit, spacious and advanced, spacious and luxurious, Spacious

75% of the sanitary facilities have 24-hour water supply, 24-hour water supply is equipped with hair dryer, and weighing scale

51% of the telephones are all-inclusive.

Heating refrigeration equipment has central air conditioning.

Noise prevention and sound insulation measures have been taken.

Stationery supplies have been provided.

Suites have suites and single-room luxury suites.

Dining room

. There are only restaurants and cafes in the kitchen and cold storage, including Chinese and western restaurants, cafes and banquet halls. Independent closed bars include Chinese and western restaurants, cafes, grand banquet halls and distinctive bars, which are "four-star", and have unique and elegant service items

Luggage carts and storage rooms, traffic maps and timetables, stamps and letters are equivalent to "one-star", and there are also safe deposit boxes, newspapers and periodicals for guests to open by themselves. Consigning domestic luggage is the same as "two-star", and there are doorman, full-time bellboy, taxi arrangement, credit card, shoeshine, fax and photocopying, as well as "three-star" facilities, such as typing, translation, secretarial services, agency visits and sightseeing services, and child care services, which are

the same as "four-star"

public facilities. There are passenger elevators above the fourth floor; Small shopping malls are equivalent to "one-star" and "two-star" as well as "three-star" as well as "four-star" as well as "background music system, gym, sauna steam bath, beauty salon and bookstore for the disabled. There are swimming pools, tennis courts and other

safety, hygiene, environment and buildings

meeting the requirements of laws and regulations on fire control, safety, hygiene and environmental protection

service quality requirements

gfd, the service staff, should be dignified, generous and neat, with a natural and kind service attitude, civilized and standardized service behavior, civilized language, courtesy, conciseness and clarity. And there is an effective service quality system, which is the same as the left, the same as the left and the same as the left

Section II Room Service Quality System

Most modern hotels and restaurants are service places with diversified functions. Many hotels and restaurants have multiple functions such as accommodation, food, transportation, shopping and travel, and some high-end hotels and restaurants are also equipped with various service facilities such as posts and telecommunications, banking, medical care, health care, office work, culture and sports, so that guests can basically "stay at home". Therefore, the room service quality system is the main part of the hotel service quality system, and its composition should be clarified first.

in article 5.4 "quality system structure" of iso 9114-2, it is first proposed that "service organizations should develop, establish, implement and maintain a quality system and document it as a means to achieve the specified service quality policies and objectives."

This shows that the quality system is not only an organic whole composed of organizations, responsibilities, procedures and resources, but also an effective system that is operated by several operational elements, controls and prevents the whole service process, and immediately responds and corrects once mistakes occur. In the establishment and operation of the service quality system, the key is to do a good job in three important issues: service quality ring, quality system documents and quality audit. Now, the room service quality system of hotels and restaurants is described in turn.

1. Room service quality ring

According to the service quality ring in ISO9114 and the business characteristics of hotels, a room service quality ring can be compiled, as shown in Figure 5-1.

From Figure 5-1, we can see that the room service quality ring has three characteristics:

(1) The service subject and object are both people, and the direct service between people is implemented.

Because people are thoughtful, emotional and individual, they should pay more attention to civility and politeness to create good interpersonal relationships.

(2) products are services, and there is no transfer of commodities.

A hotel room is a commodity with special use value. Its value can only be realized when guests come in to stay. The facilities in the room are only rented, not sold, and the products it provides to guests are only reception services.

(3) The service quality requirements should be unified and standardized, and there should be differences to ensure the satisfaction of each guest.

because the guests come from different regions and nationalities, their cultural level, economic situation, living habits and service needs are different, which requires hotel service personnel to organically combine standardized services with personalized services in order to satisfy each guest.

Therefore, the service quality system of hotels and restaurants must be a dynamic system that constantly understands and adapts to the changing needs of guests, and more emphasis should be placed on the quality, service skills and methods of service personnel.

ii. documents of room service quality system

the room service quality system of hotels and restaurants should have a set of scientific and reasonable quality system documents to express its structure and standardize the service behavior of relevant personnel.

generally speaking, the following quality system documents should be available;

1. Quality Manual

Generally, a quality management manual suitable for hotel internal management should be compiled first. According to Article 4.2.3 "Form of Quality Manual" in ISO11113, it can be compiled from some management standard documents applicable to guest accommodation services.

For specific group visitors, a concise and systematic quality assurance manual can also be compiled and provided according to ISO9111, and the names of its elements are:

(1) Management responsibilities;

(2) service management system;

(3) contract review;

(4) design control (or omitted);

(5) document and data control;

(6) purchasing;

(7) the preservation of customers' property;

(8) service identification and traceability;

(9) service process quality control;

(11) service quality inspection and evaluation;

(11) Control of service facilities and measuring equipment;

(12) Safety and health control;

(13) Control of nonstandard services;

(14) Corrective and preventive measures;

(15) Check out and check out;

(16) control of quality records;

(17) internal quality audit;

(18) training;

(19) Customer complaint handling and tracking services;

(21) statistical techniques.

2. Management standard and quality plan

Hotels and restaurants should formulate management standards for the service provision process of guests' reservation, registration, room entry, accommodation until checkout and departure, such as:

(1) management standards for individual hospitality services;

(2) Management standard of team reception service;

(3) VIP reception service management regulations;

(4) luggage storage service management regulations;

(5) house cleaning service management standard;

(6) passenger laundry service management regulations;

(7) telephone communication service management specification;

(8) Check-out service management regulations, etc.

for specific guests or group guests, you can also make special service plans.

3. Service specification

Every post in a hotel should formulate a service specification, which clearly defines the post responsibilities, post conditions, service process, service content and requirements of the post.

when necessary, service quality inspection and assessment requirements can be incorporated into service specifications.

4. Quality records

Hotels and restaurants should design a unified quality record representation for various service activities or results, such as:

(1) guest accommodation registration form;

(2) luggage storage records;

(3) floor attendant work record;

(4) guest complaint record book;

(5) internal quality audit report;

(6) guest room hygiene checklist, etc.

any hotel needs to compile all kinds of quality system documents mentioned above, supplemented by supporting documents such as room supplies equipment standards, quality standards of various supplies or appliances, and room safety and hygiene standards, so as to truly establish a documented service system.

iii. room service quality audit

service quality audit is a planned, systematic and independent inspection to determine whether quality activities and related results conform to the provisions of quality system documents, and whether these provisions are effectively implemented and satisfy customers.

the hotel room service quality system audit is generally carried out by the person who has the qualification of internal auditor and has no direct responsibility with the audited field.

the audit method can be regular or irregular inspections, or it can be combined with the star rating of hotels and restaurants, the service quality inspection of service personnel, and a certain work assessment.

generally speaking, working documents and materials such as audit outline and checklist should be prepared before the audit; When auditing, we should adhere to the combination of review records and on-site inspection; After the audit, the audit report shall be prepared, and the unqualified items found in the audit shall be tracked and audited until the relevant departments or personnel correct them.

table 5-2 shows the quality of facilities and appliances in hotel rooms.