Work plan is, for a certain period of time when the work of the work in advance to make arrangements and intentions, the work of the work are formulated work plan, the work plan actually has many different kinds, they not only have the time length of time, but also the scope of the size of the difference. The following is my organization of the 2021 hotel quality control work plan, I hope to help you!
2021 hotel quality inspection work plan
Join the quality inspection department has not been a few months, for the work of the quality inspection department also has a deep experience. As a quality control personnel we should be responsible for the hotel to play a leading role. Comprehensively responsible for the standardization of hotel operations and improve the quality of service. Now the quality control department in 2011, the work is summarized as follows, the quality control department's main responsibility is to ensure that the hotel through planning, organization, training, guidance, coordination, control, supervision, inspection, etc. to achieve the management objectives. Inappropriate, please criticize and correct.
First, the main practices and work ideas to ensure that the quality control work can be followed, there are standards to follow.
1 In accordance with the original development of quality control specifications and the implementation of reward and punishment regulations.
The implementation of the norms are mainly "hotel industry service etiquette norms" and other relevant industry norms. The implementation of the system is the "Hotel Management Manual" various departmental documents "management norms", "Employee Handbook" and "quality inspection rewards and punishments regulations" and so on. In addition, carry out quality inspection work. Norms and systems to master, always adhere to the combination of practical, standardized inspection, open and fair, everyone is equal, the principle of non-discrimination. Although at present some systems are not sound enough, but we insist on checking the work while perfecting the system in order to make the system all introduced after the work for the implementation of the foundation, but also for the work of the quality control provides a reference point.
2 adhere to the hotel leadership, quality control staff, department managers, department heads to carry out quality control work in combination with four levels of inspection.
Adhere to the hotel leadership focus on inspection, inspection. Quality inspection staff comprehensive inspection, department manager special inspection, department head of the daily inspection of the four elements of the combination of inspection methods. That is, at least once a month to invite the general manager to carry out a key inspection, by the quality inspection department, the Ministry of Human Resources, the Office and at any time drawn from other departments of the quality inspection staff to carry out a comprehensive inspection every day, the department managers according to their own scope of responsibility for the various business projects to carry out special inspections, the duty manager every day for the daily inspection of the four inspections are combined, and do a good job of the quality inspection records, collated by the Department of Quality Supervision and Inspection according to the "quality inspection of the award and punishment regulations issued a quality inspection circular.
3 do a good job on a regular basis on the training of new employees.
The training of each new sales department employees. Ensure that there is an independent onboarding ability to reduce the pressure on the department. At the same time, let the staff understand the importance of their positions, improve the staff's business knowledge and job skills.
4 adhere to the principle of guidance and education as the main, supplemented by penalties to deal with the problems arising from the inspection
For the first time through our guidance can be corrected as well as the responsible departments or individuals alone can not solve some of the problems, quality inspection process. Will be through the verbal notification ordered to rectify the scene or to assist in coordinating the solution, back to do the inspection, generally will not be dealt with, and for many times emphasized some of the problems, many times repeated some of the problems as well as a direct impact on the company's peace of mind, customer satisfaction and violation of the company's rules and regulations of some of the problems, will be issued to deduct points for the processing of the quality inspection notification of the form of triplicate, quality control department for the record a copy, The Ministry of Human Resources performance appraisal of a responsible department with reference to a rectification.
Second, the main effect of the hotel quality management system to promote the establishment of the main effect.
1 quality control work.
Quality management is the core of enterprise management, quality is the life of the enterprise. Therefore, the establishment of the quality management system reflects the principle of customer-centric, so that the hotel's management is more scientific, more standardized, more effective, and at the same time, through a reasonable allocation of resources, so that the quality of my services and other elements of the formation of the process are in a state of control, to prevent quality accidents, reduce internal consumption and eliminate the peace of mind, to achieve the energy saving and reduce consumption and improve the quality of service to ensure that the hotel goals, targets and objectives, and promote healthy development of hotels. Promote the healthy development of the hotel. Here I want to especially explain where a standardized enterprise. Will not change its standards because of geographical differences.
2 service quality enhancement play a powerful role in promoting
Where guests see the need to be clean and beautiful where the need to provide guests with a safe and effective where the staff to see the guests need to be warm and courteous as for the quality of the quality of service enhancement of the thrust of the work of the strict implementation of the three gold standard of hotel services. I think all departments should have a deep understanding, especially the sales department of the foreman has the right to speak. Large to the adjustment of the order of the department's work, as small as a screw hole in the wall, the ground soot I will not let go. All to be corrected, but also attracted the praise of the guests.
3 internal consumption control play a positive role
More attention to the hotel's asset management, through quality control. Facilities and equipment maintenance and care, energy saving and consumables control, more attention to the completion of the target task. Asset management, the requirement to do a regular inventory of assets, the responsibility of a person, timely repair, to prevent loss; facilities and equipment maintenance and care, the requirement to do routine maintenance, that is, loss that is, repair, regular care, as far as possible to extend its service life, energy saving, the requirement to do to strengthen the publicity and guidance, the implementation of the quantitative management, the responsibility of the region to the person. Consumables control, the requirements to do consumables out of the warehouse data control and encourage secondary recycling and the implementation of the objectives and tasks of the departments, quality control personnel effectively play a supervisory, monitoring and guidance role, but in order to achieve the goal of controlling my energy consumption, but also need to participate in the *** with all my staff to play a greater role in the control of internal consumption.
Third, the main problems
1 workload is very large, the lack of quality control team. On the one hand, if we want to do a good job of quality control. No less than other functional departments, the current quality inspection team is obviously a bit unable to keep up with the energy. On the other hand, the nature of the work of the quality inspection is more special, mainly in accordance with the norms and systems to pick faults, an offensive work, we are under pressure, reluctant to participate in the quality inspection, in the face of difficulties, some retreat.
2 into the order of the quality control work has just begun, our quality control staff of their own business quality can not meet the needs of the quality control work;;
3 due to less training, the system has to be further improved.
4 work in the staff heavy personal interests, light collective interests phenomenon is more, the level of attention to the quality inspection work is not enough, the understanding of bias.
5 Although the idea of quality control work has been basically clear. But the implementation of quality control work is not comprehensive enough, the implementation is not enough. Return to the dictionary home page >>
2021 hotel quality inspection work plan
Due to the complexity of the work involved in quality inspection supervision and specificity, the overall operation of the quality inspection work must have absolute autonomy, independence, and directly to the executive general manager is responsible for; must have a variety of departments, absolute quality inspection supervision rights, as well as rewards and penalties. Quality inspection supervision rights for each department, as well as the right to recommend rewards and penalties; must have the absolute supervision and inspection rights of the staff affairs protection; must ensure that the quality inspection department after work, Sundays, Sundays and any time off have the absolute right to quality inspection supervision. Due to the importance of complementary inspection and training and quality inspection process involves the characteristics of the region and quality inspection is not easy to more people, so the trainer must have part-time quality inspection functions and work with it. Hotel quality inspection and supervision system is divided into two a special:
First-class quality inspection: quality inspection department special inspection, quality inspection of the executive management body, mainly responsible for the hotel *** characteristics of the hardware and software quality inspection supervision, as well as supervision of the second level, the organization of special inspections and put forward corrective action summary report.
The second level of quality control: departmental self-inspection, departmental supervisors (or supervisor) is mainly responsible for the hotel characteristics of the service (specific service process) quality control supervision.
Specialized quality inspection: joint inspection, organized by the Department of Quality Supervision, summary, administrative office (General Manager's Office or general manager or administrative value), led by the joint department managers or departmental related professional supervisors, a joint inspection once a week, the focus of the inspection involves the safety of fire safety, maintenance of equipment and facilities and energy saving and consumption reduction, health and service, employee affairs.
Quality control supervision function: hardware quality control supervision. Software quality control supervision
Quality control supervision features: **** characteristics. Characteristic features
The scope of quality control: the company's hardware and software for employees and guests. Employees to the company, the guests of the hardware and software QC supervision characteristics of the object: quality control mainly for the software services with *** characteristics, including smile greetings, etc. Hardware, including health standards and behavioral norms, etc., the supervision of the software services mainly for the characteristics of the characteristics of the services, including the specific service process of each department and other characteristics of the service. Quality control and supervision of two concepts, quality control, supervision, two equally important, but if the quality control and supervision of the specific scope of work confused or not clearly distinguish, is bound to enter the quality control and supervision of the misunderstanding, which can not guarantee the standard of service will impede the enhancement of the quality of service, to combat the innovative thinking of the staff's motivation to work, but also affect the team, so the hotel quality control and supervision of the work can never be blindly Therefore, the hotel quality control supervision work must not be blind and work, quality control department for quality control supervision object of the distinction must be rigorous and clear. Now the company is facing competition, especially in the hotel industry, the degree of cruelty is no less than the battlefield fighting, if not to achieve strict discipline, the order is forbidden, is unable to win! However, due to the special nature of the hotel service production and sales process, must not be blind box management, all employees are only detained in the box, and then the hotel quality inspection department to service refinement of the book as a measure of staff performance guidelines! The end result of this can only be the quality of service can never be improved, innovation! For the hotel service quality inspection and supervision should focus on the hotel *** sexual service standards, rather than with departmental characteristics of the service standards. For the hotel service quality quality inspection and supervision of the correct understanding of the work should be: **** the service standards to follow the rules of law enforcement must be strict quality control, the characteristics of the service category to follow the perfect infinite innovation supervision! Quality inspection and supervision of the characteristics of classification:
Quality inspection and supervision of the assessment system decomposition:
1, the daily quality inspection and inspection of each investigation and dealing with a deduction of the responsible department.
2, the cumulative points deducted in the month scored more than the standard points belonging to the assessment category of the department, cumulative before the standard points belonging to the assessment category of each point deducted from the department of the first person in charge of the month-end bonus of 0.5 percent (as appropriate), each point deducted from the department belongs to the regional director of the month-end bonus of 0.1 percent (as appropriate).
3, Friday special quality control and repeated reminders not rectify the investigation and punishment items doubled points (as appropriate).
4, the cumulative total of demerit points in the month did not exceed the standard points of the assessment category belonging to the department is exempt from deducting the first person responsible for the department of the month-end bonus (discretionary).
5, the month of the department where the company's department or employee awards or praise, to assess the project and count as a standard relative exemption from deductions (as appropriate).
6, the month of demerit points accumulated by the least number of departments to give the first person in charge of the department reward (demerit points accumulated by the least number of standards must not exceed the standard points belonging to the examination category), (bonus from the category of the assessment belonging to the most demerit points in this month's department deducted from the bonus of the first person in charge of the fill, the regional director of the full amount of the portion of the fill of the zero-point one, discretionary), such as demerit points accumulated in the month, all the department If the accumulated demerit points of all departments in the month did not exceed the standard points of the assessment category to which they belong, will not be rewarded or punished, such as the accumulated demerit points of all departments in the month exceeded the standard points of the assessment category to which they belong, will be deducted from the department of the first person in charge of the end of the month bonuses.
7, the assessment of the department is divided into ABC three categories, deductions and rewards in the categories of departments.
8, the quality inspection department at the beginning of each month according to the results of last month's inspection to make the quality inspection supervision of the department of the monthly assessment, to the director of personnel or vice president in charge of review and approval, sent to the relevant departments involved in the first department responsible for verifying the general manager to report the approval of the general manager and then sent to the financial accounting summary of the cash.
9, the hotel quality inspection and supervision of the monthly departmental demerit assessment is based on the daily quality inspection inspections and special inspections of the recorded items for the demerit points based on the demerit points on the assessment form must have the company's quality inspection supervisor, the first department responsible for the Personnel Director or Vice President in charge of audit and signature confirmation.
QC Complaints Assessment Methods:
1, the lobby assistant manager, duty manager, department managers, must be the day of the area under their jurisdiction as well as the duty period of the guests' complaints and staff complaints, in writing to the quality control department, the quality control department reported to the general manager and stay on file as a quality control points assessment basis.
2, if there is no timely reporting or concealment, found by the quality inspection, the situation is true, the responsible department will be deducted points, the concealment of the department to be more than twice the deduction (as appropriate), the complaint of concealment of the lobby assistant manager, the duty manager imposed a single fine (as appropriate).
3, the complaint reporting time for 24 hours, if the quality control department in the discovery of the complaint, when the complaint incident has exceeded 24 hours, then it is considered to be hidden from reporting.
2021 hotel quality inspection work plan
To strengthen the hotel service quality management, improve the overall competitiveness of the hotel. In order to ensure that the quality of service inspection work can be effective, rectification work can be proactive and actively implement the completion of the quality inspection regulations are as follows:
First, the hotel quality inspection organization network: hotel quality inspection team (referred to as the quality inspection team) consists of the leading group and working group, responsible for the hotel departments of service quality and quality of work inspection, supervision, and put forward corrective comments, follow-up assessment. Follow-up assessment.
(a) Leading Group: Leader: General Manager () Deputy Leader: Deputy General Manager () Members: Finance Director (), Assistant General Manager (), Assistant General Manager (), Quality Control and Training Manager (), Lobby Manager () (b) Working Group: Leader: Deputy General Manager () Deputy Leader: Quality Control and Training Manager (), Lobby Manager () Members: Executive Chef (), Engineering Department Manager (), All managers (), housekeeping manager (Feng), deputy director of the General Office (), personnel manager (), Chinese restaurant manager (), Western restaurant manager (), lobby assistant (), lobby assistant () 1
Second, the hotel quality inspection project scope: Hotel Quality Inspection Project Scope: Project Scope
1, the overall requirements (including the implementation of management systems and norms, staff literacy)
2, the front office (including switchboard, booking, check-in, baggage service, wake-up call service, checkout, business center and front office maintenance and hygiene)
3, rooms (including room service, open night bed service, laundry service, mini-bar service, room maintenance and hygiene)
4, food and beverage (including buffet breakfast service, meal service, lobby bar)
4, food and beverage (including buffet breakfast service, breakfast service, meal service, lobby bar)
4, the hotel quality inspection projects: project scope
5, public ****, backstage area (including the surrounding environment, stair corridors elevator hall maintenance, public **** bathroom, backstage area)
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