Whether it is a new hotel, or the hotel is in operation, must first establish a set of strict and serious hotel service quality management rules and regulations. The system is the hotel personnel management, business management, service quality management of the core guidelines, is to ensure that the hotel good operation, to provide guests with quality service code. Many well-known domestic hotels, such as Nanjing Jinling Hotel, Guangzhou White Swan Hotel, Beijing Wangfu Hotel, etc., in the beginning of the preparation and construction of a perfect and strict service quality management rules and regulations, these systems to ensure that the hotel service management system for the operation of the good and the implementation of the service work procedures in place.
Two, there are a group of highly responsible for the quality of service work of the management team
Hotel service quality is good or bad, the level of management, the most critical factor is to create a group of first of all, a high degree of quality consciousness, service consciousness, the quality of the work of the highly responsible management team, which is to ensure that the quality of the hotel service quality of the soul.
Throughout the foreign hotel professional managers, they enter the hotel before the strict professional skills and service quality standardization, standardization, quality education and training. Hotel to ensure that the quality of its service is excellent, it must be from the "head" to start, first of all, to train a group of courageous and responsible, with a high degree of dedication, pioneering spirit, hotel awareness, quality consciousness of the manager. Guangzhou White Swan Hotel, Nanjing Jinling Hotel, Shenzhen Nanhai Hotel, Chengdu Tibet Hotel, Beijing Wangfu Hotel, why can the development process in so many years, to maintain the quality of service quality, boutique, consistency. The key is to have a number of hotel service quality inspection work, supervision work, management work is highly responsible for the work, always pay attention to the senior management team and professional managers, they regard the hotel's quality service as the lifeblood of their work.
Three, there is supervision, inspection and management in place of the work force and style of work
Many branches of the store manager and middle management believe that the quality of service is to grasp the Ministry of Operations, to be separated from the grasp of the branch outside the overall quality of service management. Although the branch has also developed a set of service quality management system, incentives and penalties regulations, but due to the store manager, individual managers of the service quality management awareness is not in place, the work force is not strong, resulting in the quality of service supervision and inspection work in the hotel in a form. I have seen many hotels in the following situations:
Scenario 1:
Duty manager and receptionist in the hotel lobby, in front of the guests do not speak Mandarin, and the use of dialect for the transmission of information, and even the use of dialects on the guest service.
Scenario 2:
The service staff met the store manager and two checked-in guests in the elevator room, and the service staff greeted the store manager! The guests are ignored, and afterward, the store manager doesn't bother to correct the service staff's mistake in polite service. (Should have greeted the guests first! Greet the store manager afterwards!)
Scenario 3:
The female guest room attendant put her cell phone on her body when she was serving the guest, and when she was cleaning the room for the guest (the guest was in the room), her cell phone beeped and beeped chaotically, and the housekeeping supervisor was right there in the hallway, but she turned a blind eye to the behavior of the service staff, and didn't go forward to stop it.
From the above three small things, we can see that the quality of hotel service, and the conscientiousness of the managers, the work force, supervision and inspection, management in place is inseparable. In Shenzhen, a four-star hotel, I have encountered such a thing, room attendants are cleaning carpets in the hallway, a guest from the room came out, the foreman saw the guests, smile and greetings! And the waiter was working with his head down. After the guest left, the foreman said to the attendant: "Wang, why don't you greet the guest! You have been working in the hotel for more than four months, remember to greet the guests when you see them! The next one is not an example ......." From this small matter, we can see the good quality of service hotel, its quality management work must be subtle, in place. Foreign hotel service quality supervision and inspection management work there are two guidelines: one is the hotel can not have health dead ends, the second is the hotel can not have the service is not in place.
Four, there is a high degree of obedience to the quality inspection and management of the ideological concept
Hotel service quality management system, once established, it is necessary to educate all employees to consciously set up the idea of quality service, do a good job on the guest service of each specific and small work, the ideological concept of obedience to the quality of management of the hotel. Only a high degree of staff to establish a high degree of obedience to the idea of quality management, the hotel's quality of service management, inspection and evaluation system can be put in place to ensure that the hotel's entire quality management system is running well. Especially the middle management must not have the company's operations department quality inspection found that the department has a variety of service quality problems, that is to the branch to pick faults or the idea of overreacting. And should be seen as, operation quality inspection is to help our stores found their own has not found the quality of service, health quality problems, is to help stores to improve the work, improve the level of management.
At the same time, the hotel is a semi-military management of enterprises, the Operations Department and branch manager found in the health, service, information communication, departmental coordination, hardware maintenance and other aspects of the impact of the hotel's service quality problems, the staff of each branch must be unconditional on the existence of the department's quality of service problems to improve, improve and enhance. Only in the process of layer by layer management, level by level responsibility, vertical leadership, to establish a high degree of obedience to the quality management of the ideological concept of the hotel management level, service quality can be improved. On the contrary, if there is more than orders, orders are not good, poor implementation, will affect the quality of hotel service quality and customer service work satisfaction rate of 95% or more.
Fifth, there are daily, weekly, monthly inspection of the quality inspection management system
Distributors in the development of a strict and serious service quality management rules and regulations, but also to establish a set of all-round, three-dimensional quality of service inspection and supervision system, the establishment and improvement of the daily, weekly, monthly inspection of the quality inspection management system. To ensure the implementation of service quality management work to implement the branch of the overall service quality management. The daily inspection of the branch by the housekeeping supervisor or duty manager staff for routine inspection. Weekly inspection can be led by the store manager store assistant staff, led by the middle-level staff to carry out inspections. Monthly inspection work at the end of the last day of each month, led by the store manager to lead the middle management, security, maintenance of the branch positions to carry out a full range of service quality, sanitation and cleaning, equipment maintenance, energy saving, safety and fire prevention, service personnel grooming, courtesy and politeness, etc., the implementation of a comprehensive supervision and inspection.
In addition, in the daily three-level quality inspection supervision work at the same time, you can also ask the same city stores on their own stores to carry out open inspection, random inspection,. Widely collect opinions from all aspects in order to improve and enhance the hotel's overall service quality management level. The service process, quality management process problems, timely correction, timely rectification, to ensure that the hotel service quality work to continuously improve and progress. So that the hotel in the service quality management and economic benefits, have gained a better return.
Sixth, there are rewards and penalties strict quality control disciplinary regulations
Hotel service quality control, a dependence on prevention, prevention is better than cure, to prevent the occurrence of quality accidents. Second, rely on inspection and supervision control, the implementation of daily, weekly and monthly inspection. Third, rely on the economic benefits linked to the rewards and penalties are clear.
We all know that in the hotel service quality management control, the most difficult work is the third procedure, "punishment" problem, because once touched on the economic interests, not to mention the service personnel, many branches of the middle management staff will show unacceptable, reluctant, not to implement the situation. So the branch in the development of "service quality awards and penalties regulations", the store manager must personally marshal, unified deployment, all staff to participate in the establishment of the departments of the quality inspection awards and penalties regulations drafting team, so that all the staff of the branch **** with the participation of the development. The process of drafting and development, but also for all employees of the "service quality awards and penalties regulations" training and learning and education process, change the traditional after the fact poor service quality penalty management, for the prevention of service quality management.
"Quality inspection awards and penalties disciplinary regulations" once formulated and implemented, from the general manager of the store to the ordinary staff must unconditionally comply with the implementation of the quality inspection discipline to do everyone equal, no mercy, no form, no discounts, the award is awarded, the penalty is punished. And make it become a hotel quality management, to ensure excellent service quality of a power grid, who violated it, it is going to "electricity" (punishment) who. The reason why foreign-funded hotel management is good, because they have a serious quality control management system, in the rewards and penalties are rigorous and fair, without mercy, without the slightest sloppiness. Many domestic hotels, the reason why the quality control work is not strong, the main factor is "more humane than the rule of law, criticism and education instead of economic punishment, the implementation of the system only touches the epidermis, and can not touch the depths of the soul.
Seven, create service excellence, fine service and management of the whole consciousness
Service quality is the premise of the survival and development of the hotel, quality is to ensure that the standardization of service work, fast, personalized, value-added basic conditions for service quality management has become an art of today's hotel management. In the modern hotel business process, there are many hotels tend to favor public relations marketing, market source expansion. But often ignored the hotel internal service quality management of fine and innovation. Marketing Department spent a lot of time, energy, publicity costs, it is not easy to attract guests to the hotel, but due to the hotel in the service management, did not do quality service, so that part of the guests feel dissatisfied. The formation of 100-1 = 0 service results, outside the pull back the guests, but by the hotel in the individual poor service to drive away, this substandard service products once the fact that the adverse impact on the hotel is very large, outside the pull back the more customers, the greater the adverse impact on the hotel is the greater the surface.
So, in the hotel service quality management, we must insist that each waiter, management personnel to provide guests with services are high-quality and satisfactory, the service is fine. So that the guests really feel the hotel service products are excellent and standard, everything is satisfactory, comfortable and efficient. Only to establish the creation of service excellence, fine service, innovative service awareness of the whole staff behavior, in the entire hotel can really create a, everyone to guest satisfaction as the center, to the needs of guests as the center to improve the quality of service for the work of the fundamental starting point of the awareness of the behavior. The hotel's service quality, management level to a higher level, and to create service excellence, careful service for guests into every employee's conscious behavior.
In short, the above for the establishment of the hotel service quality management system a few immature views. Hotel to establish a set of effective service quality management system, and maintain the consistently excellent quality of service, is a need for all hotel staff, a high degree of establishment of the service quality of thought and behavior, and for which to pay hard work, long-term relentless pursuit in order to achieve the goal.