Doing a good job in the work plan of the quality inspection department can often improve the work efficiency of the quality inspection department, clarify the work direction and focus of the quality inspection department, and improve the overall quality and professional level of the quality inspection department staff. The following is the "Annual Work Plan of Hotel Quality Inspection Department" compiled by me for your reference only. Welcome to read it. Annual work plan of hotel quality inspection department (I)

In order to strengthen hotel service quality management 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 (referred to as the quality inspection team) is composed of a leading group and a working group, which is responsible for the inspection and supervision of the service quality and work quality of all departments in the hotel, and puts forward rectification opinions for follow-up assessment.

(1) leading group: group leader: general manager. Deputy Head: Deputy General Manager. Team members: chief financial officer, assistant general manager, assistant general manager, manager of quality inspection and training department, and lobby manager.

(2) working group: group leader: deputy general manager. Deputy team leader: manager of quality inspection and training department and lobby manager. Members: Executive Chef, Engineering Manager, Housekeeping Manager, Deputy Director of General Office, Personnel Manager, Chinese Restaurant Manager, Western Restaurant Manager, Assistant Lobby Manager.

ii. scope of hotel quality inspection items

scope of hotel quality inspection items: project scope.

1. General requirements (including the implementation of management systems and norms and the quality of employees).

2. Front office (including switchboard, reservation, check-in, luggage service, wake-up call, checkout, maintenance and sanitation of business center and front office).

3. Guest rooms (including housekeeping service, turndown service, laundry service, mini-bar service, guest 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 * * * and backstage area (including the surrounding environment, maintenance of elevator hall in staircase corridor, public toilet and backstage area).

6. Other services (including conference and banquet service, gym, swimming pool and dressing room).

III. Operation mode of hotel quality inspection

Operation mode of hotel quality inspection:

(1) Working principle of hotel quality inspection team:

Principle 1. Personnel participating in quality inspection should be conscientious and responsible on the premise of being familiar with Interpretation of Classification and Evaluation of Tourist Hotels, and take the principle of seeking truth from facts as reference, and refer to Interpretation of Classification and Evaluation of Tourist Hotels and other hotels.

2. If there are questionable events or inconclusive contents in the quality inspection, they should be truthfully recorded on the quality inspection form, and personal opinions should be put forward.

3. during the quality inspection, record the work of hotel leaders immediately? .

(2) Operation mode of hotel quality inspection:

Operation mode of hotel quality inspection:

1. Conduct regular inspection once a week, and the participants shall be determined by the leader of the quality inspection working group, and a two-week quality inspection report shall be issued; Check once every two months, led by the quality inspection team leader? The person in charge of the security department and the engineering department or the personnel designated by the department and relevant personnel shall attend to conduct a comprehensive inspection of the hotel's safety facilities, equipment and maintenance, and designate the personnel of the inspected department to make on-site records and issue quality inspection reports, which will be summarized and checked by the quality inspection working group; Spot check once every quarter, invite members of the hotel quality inspection leading group or invited experts from the industry and tourism bureau to spot check the hotel together with the hotel quality inspection working group, and issue professional reports.

2. During quality inspection, the department should send service personnel to be inspected at the scene together with the quality inspection working group.

3. For the problems found in the inspection process, the leader of the quality inspection team should designate personnel and the accompanying personnel of the inspected department to make detailed records, so as to facilitate the inspected department to investigate the causes of the problems.

4. after summarizing the inspection results, the quality inspection team will fill in the quality inspection report for the problems and send it to all departments.

5. The managers of all departments fill in the corrective measures and corrective time on the quality inspection report, and then sign it for confirmation, and the quality inspection report will be fed back to the quality inspection team.

6. The quality inspection team rechecks according to the rectification plan and results in the quality inspection report, and feeds back the results to the quality inspection leading group for review.

7. if the department fails to feedback the results in time or refuses to rectify, deal with or repeat the same problem, the quality inspection working group will ask the hotel to report it at the regular administrative meeting, and make corresponding economic assessment for the person in charge of the department as appropriate.

8. If there are any controversial issues in quality inspection, they shall be reported to the hotel quality inspection leading group for coordination and handling, and decide whether to punish them according to the situation.

(3) hotel quality inspection channel:

hotel quality inspection channel: quality inspection channel: a, direct inspection; B, duty record; C. Feedback from other people or departments; D, guest complaints; E, guest opinion form, etc. Annual Work Plan of Hotel Quality Inspection Department (II)

xx is the first year after the star rating of our hotel. The new situation is inspiring, the new goals are inspiring, and the new work has a long way to go. After a five-star hotel, it brings a very good development opportunity to the hotel, but at the same time, it also brings a lot of pressure to the hotel. The biggest pressure is whether we can pass the "evaluation" of the five-star hotel by the guests and whether our service can truly reach the five-star standard in the eyes of the guests. This will be a crucial year for the hotel work in xx and a crucial year for the hotel economy to reach a new level. With this as the driving force, under the leadership of hotel leaders, our quality inspection department should concentrate on quality, strive for development wholeheartedly, sum up last year's experience, and comprehensively and systematically improve the training quality and quality management in the new year, in order to improve the overall service quality and service awareness of the hotel and become a real five-star hotel. For this reason, the overall work plan of the quality inspection department in xx year is as follows:

Training work: How to pass the "evaluation" of five-star hotels by guests? Facing such pressure, how to solve these problems, hotel training is the first and most important.

First, improve the level of training

At present, the training in hotels is quite satisfactory, and most of the training is aimed at some basic operations in hotel work, that is, training is conducted according to the operating documents or employee manuals of each position. Such training is very important and necessary, but as a five-star hotel, we can't be satisfied with providing such basic services to our guests. What we need is high-quality and high-standard services. This requires improving the level of training on the basis of basic training. In xx, the quality inspection department mainly wants to improve the training level in two directions:

One is consciousness. This consciousness is divided into two aspects:

(1) the consciousness of service.

(2) collective consciousness.

These two pieces are both lacking in previous training and need to be strengthened in xx year. The basis here is the feedback from guests, including comments, complaints, visits and quality inspection, which all reflect the lack of service awareness of our employees, and the lack of awareness leads to improper service methods, so this is the place to strengthen training this year. Secondly, in the usual observation of employees and conversation with resigned employees, I feel that employees have weak collective consciousness, poor team spirit and no sense of belonging to the hotel. This leads to irresponsible work, complaining about the hotel when encountering a little setback, leaving if you want to leave, and so on. So this is also an aspect of strengthening training.

the second is detail. Although the details have been emphasized all the time, there are few details in the training, let alone the work. What exactly are the details? For example, in an external training in a hotel, a waiter poured tea for the lecturer, and then it was over. Later, a supervisor went up to pour tea, and after pouring water, he put the handle of the teacup in the direction of the lecturer. This is a very small detail, but it reflects the level of service. This requires teaching these details to employees in training and conveying such awareness. !

Second, the full combination of training and quality inspection

It is very reasonable to combine training and quality inspection in one department. In the overall training of several hotels in xx years, the content of quality inspection was consciously integrated into the training, which received very good results. So that employees can really feel what is happening around them or even what is happening to themselves, and the improvement effect is very good. Therefore, training is not isolated. The training in xx years should be further combined with quality inspection and some practical courses should be developed.

Third, improve the specialization of departmental training

At present, departmental training is being done, but many of them are not professional enough. Some of them mix training with meetings, and some just read the employee handbook or degree documents, so the training effect is not very good. One of the important tasks of the quality inspection department in xx year is to assist all departments to improve the specialization of training. First of all, standardization in form, including training plan and summary, should be standardized. Secondly, training venues, using limited venues to create good training venues, rather than training in restaurants and offices. Third, the professionalization of trainers, training trainers and assisting trainers to do a good job in departmental training. Annual Work Plan of Hotel Quality Inspection Department (III)

The new year has begun, and I hope I can make a breakthrough in quality inspection. The work plan is as follows:

1. Face up to our own quality inspection work

Quality inspection work is an important part of our work. The number and quality of problems we find in our work will promote the development of the hotel to some extent, and it is also an evaluation of our own work quality. Therefore, we should dare to find problems. Be strict with yourself and set an example; Treat colleagues equally, so that things are not right.

Second, learn to find problems

A: With such a large hotel and so many employees, it is certain that there are problems in daily work, but whether the problems can be found by us depends on our work attitude and sense of responsibility. For example, if we go through a formality to inspect the floor, there will be no problem, but if we go there and think about what it should be like according to the hotel quality requirements, what is the situation now and what are the shortcomings compared with the requirements, then we can find the problem. In addition, we need to increase the number of inspections.

B: Take an active part in customer service. We have corresponding working procedures for all customer services. If there is a jam in a service link, it means there is a problem in this place.

C: expand the scope of inspection. The sentence "employees will definitely do the work of leadership inspection" tells us from the side that the quality of employees' work depends on the scope of inspection by our quality inspectors. If we check everything, then I believe the quality of our employees' work will go up. For example, we often check the telephone management system, so our employees will not use the hotel phone to make private calls; We often check the reservation confirmation of the front desk, so the front desk staff will form the habit of reservation confirmation.

D: Strengthen the inspection of backstage posts, such as: checking and tracking the medical records of the engineering department; Check the procurement timeliness of the purchasing department; Inspection on the hygiene of the backcourt area of the Security Department.

Third, pay attention to the ways and methods in the work

Summarizing last year's work, we found that sometimes when we check the problems and communicate with departments, there will be a phenomenon of wrangling, and sometimes it also reflects the bad attitude of our quality inspectors. This requires us to keep good evidence and pay attention to the tone of speech. If you can take pictures, you can take pictures, but if you can't, you can record them. When you encounter something you are not sure about, report it to the leader and let him decide. Pay attention to communication skills with employees, so that they can realize their own problems in time and correct them. In addition, we also need to strengthen the study of other post knowledge according to our own situation, and strive to solve all problems in time.

Fourth, resolutely implement the rigid regulations of the department

Without rules, Fiona Fang cannot be achieved. Rigid regulations are only a basic value for us, not the ultimate goal of our work.

five, can combine the problems found in their own quality inspection, put forward rectification opinions

There are problems in the work, and we will correct them, but how to correct them and do them well needs us to think. I hope I can give more constructive opinions in xx years and contribute more to the development of the hotel. Annual Work Plan of Hotel Quality Inspection Department (IV)

xx year is coming quietly, and the New Year bell is about to ring. Looking back, xx year is busy and full. The cause of sowing, cultivating and harvesting inspires us to forge ahead. In the burning winter, we enthusiastically follow the new blueprint and raise the sails of the century, and tomorrow awaits us to harvest. In the past year, with the concern of the company leaders and the support and cooperation of the relevant leaders of the branches, the quality inspection department has played a positive role in improving the service quality of the hotel through supervision and inspection with the strong cooperation of all departments of the hotel. Under the leadership of the company's administrative office, the quality inspection department actively explored new working methods in xx, which made the quality inspection work to a new level. Now the work of the quality inspection department in xx is summarized as follows.

1. Intensify inspection and deepen inspection contents

On the basis of xx years' work, the Quality Inspection Department further explored working methods, deepened the scope of work and intensified the inspection of various departments. For example:

① By organizing the chefs, samplers, heads of seafood shops and purchasing personnel of each store to exchange and learn about the sample dishes, and then checking the sample samples and seafood sales of each store according to the requirements of the company, the sample products of each store have been greatly improved through hard work.

(2) Implement the price tag of the medium and small portions of the food in the branch, and at the same time, re-create the cut-and-match quantitative tag for the proportion of the food after changing the weight and hang it on the cut-and-match table, so that the cut-and-match personnel can see it at a glance.

③ check the grease trap, garbage room, sample dishes, cold dishes room, stamped dishes and trays used in the kitchen.

④ In early October, xx store was taken as the pilot unit to launch the "dynamic five permanent members" activity in the branch stores, which effectively strengthened the awareness of "cleaning at hand".

⑤(1) Organize night inspection;

(2) Implement the action inspection of CD-ROM in the staff canteen;

(3) unify the quality inspection format forms of the company and its branches;

(4) Carry out quality inspection in the same position and at the same time through the monitoring center and on-site form;

(5) Carry out 1.5-day management of kitchen material preparation;

(6) assist the operation of the branch during the peak period;

(7) Organize the joint work meeting of branch quality inspectors.

⑥ In order to reduce the meeting cost, the paperless meeting mode has been implemented since xx.

⑦ introduce color code management, and thoroughly implement the standardized management of commodity claim certificate.

2. Strictly self-regulate and always set an example

As a service quality supervision department, the quality inspection department should strengthen its own requirements and always operate according to various hotel standards.