Contents of hotel quality inspection
Basic skills of gfd
1. Are employees' clothes complete, crisp and clean?
2. Are coats, underwear, pants (skirts), shoes, socks, ties (flowers) and work number plates coordinated?
3. Is the employee's courtesy dignified and generous, courteous and considerate, standardized and enthusiastic?
4. Is there any phenomenon of chatting together, making private phone calls and eating snacks in employee discipline?
5. Does the concierge wear neat clothes, white gloves, shiny shoes and no peculiar smell?
6. Do you wear a famous brand?
7. Is the instrument in good condition?
8. Can you provide services in Mandarin and English, and can you speak and understand foreign languages clearly?
environmental sanitation of facilities
9. Is the indication mark clear and in line with the regulations?
11. All instructions and service words for customer service should be expressed in both Chinese and English at least?
11. Is there a safe for valuables opened by guests at the same time, with at least three specifications, the number of which is not less than 15% of the number of rooms, and the location is safe and hidden?
12. Is it possible to prepare wheelchairs and provide necessary services for the disabled?
13. Is there a public telephone and prepare a local telephone book?
14. Are there murals or reliefs and other artworks in the lobby?
15. Are the lamps in the front hall luxurious and advanced, in good condition, free from black lights and damaged stains?
16. Is the lighting in the lobby good and the design is professional enough to meet the lighting requirements of different areas?
17. Is there any guest who opens the stored umbrella stand without damage or stain?
18. Is there a central artwork that can feel a good cultural atmosphere and sensory effect, without damage or dust?
19. Is the front desk decorated exquisitely, elegantly, without damage or dust?
21. Is the division of the lobby area reasonable to facilitate guests' activities?
21. Are the flowers and trees in the lobby and at the door properly placed and beautifully decorated, making the guests feel natural and comfortable?
22. The lighting and temperature in the front hall are suitable, and there is no odor, smoke, noise and strong wind?
23. Is the tone, style and atmosphere of the lobby quite harmonious?
24, air conditioning, tuyere is in good condition, no stains, dust?
25. Is the lobby floor clean and bright?
26. Is the ground of Qianping flat, undamaged and clean?
27. Are the doors and windows free from damage and stains, and the glass is clean and bright?
28. Is smallpox free of damage, cracks, stains and cobwebs?
29. Furniture and utensils are stable, free from damage, dust and stains?
31. Is the elevator balanced effectively, barrier-free and free from good stains?
31. Is the public reading room neat, clean and free of damaged pages?
32. Are umbrellas, umbrella stands, luggage carts, garbage bins and ash bins in good condition, free of ash and stains?
33. Are the floors, walls, ceilings, lamps and facilities of the corridor in good condition, effective, free from dust and cobwebs?
34. Is the temperature in the front hall kept between 23 and 25 degrees?
35. Is the background music in the lobby good in sound quality and moderate in volume?
concierge luggage service
36. Does the concierge provide warm and friendly welcome and farewell services?
37. Does the concierge maintain the environmental sanitation in the work area and pick up the sundries such as peels, scraps of paper and cigarette butts in time?
38. Is the concierge enthusiastic and standardized in providing luggage service for guests with luggage?
39. Does the concierge standardize the service of pulling doors and doors for guests?
41. Does the door pulling service stand one step away from the car, and does it pull the door to eight points in a standard posture and greet the guests?
41. Does the door closing service pull the door in a standard posture, and ask the guests to get on the bus and close the door. After the door is closed, step back three steps and say goodbye to the guests?
42, baggage service, whether to greet "Sir, you have worked hard, can I help you with your luggage? And bend down to 15 degrees, reach forward and take the luggage?
43. Do you walk three steps ahead of the guests when carrying luggage, and pay attention to the guests' movements with the corner light?
44. Guide the guests to the front desk to check in. Do you put your luggage two or three steps behind the guests' left, and stand behind it in a standard posture?
45. When welcoming guests into the elevator, do you want to hold down the elevator door with one hand, ask the guests to enter the elevator first, and then stand at the elevator control panel and operate the elevator?
46. When welcoming guests out of the elevator, do you press the elevator door with one hand and ask the guests to leave first?
47. Should the usher ring the doorbell first, then knock on the door, and then use the card to open the door if there is no response?
48. After the usher opens the door for the guest, he takes the electricity, exits the room and invites the guest into the room ...
What is the quality inspection of the hotel?
(1) Where the first inquiry responsibility system is inconsistent with the existing post responsibilities, the post responsibilities shall be added with "the responsibility of accepting guest inquiries and complaints and handling them". If there is any conflict between the previous related procedures and these rules, these rules shall prevail.
(2) in addition to the company's quality inspection department, all departments of the hotel must specify 1-2 full-time (part-time) staff who are responsible for handling the guest's consultation and complaint.
(3) the quality inspection department is responsible for making statistics, summarizing, evaluating and rewarding the implementation of the first inquiry responsibility system in all departments of the hotel. Specific assessment methods shall be separately formulated and issued by the Quality Inspection Department.
(4) the human resources department of the company is responsible for the interpretation of these detailed rules.
(5) These Rules shall be implemented as of September 1, 2114.
(XIX) Weekly quality inspection system of hotels
In order to improve the service quality of hotels, standardize the service procedures of employees, quantify the inspection and prevent the formalization of quality inspection, since May 2114, the hotel has made the following provisions for weekly quality inspection:
1. The time for the quality inspection is from 2: 31 pm to 4: 11 pm every Thursday
2. Participants.
2. During the quality inspection, the quality inspection form must be filled in carefully according to the requirements of the quality inspection form, and it is not allowed to cope with it, let alone be blank, and put forward reasonable suggestions on the contents detected. The quality inspection department is responsible for reporting the quality inspection situation to the general manager and informing the results;
3. If the quality inspection personnel cannot attend the quality inspection on business, they need to ask for leave from the general manager or deputy general manager.
attachment: quality inspection contents
serial number function work items
1. Responsible for inspection of sanitation and vehicle placement in various areas inside and outside the hotel
2. Responsible for inspection of fixed facilities, equipment and engineering problems in various areas of the hotel
(1) Inspection of ceiling
(2) Inspection of wallpaper and murals
(3) Inspection of furniture
.
(1) Where the responsibility system of first inquiry is inconsistent with the existing post responsibilities, the responsibility of accepting guest inquiries and complaints and handling them is added to the post responsibilities. If there is any conflict between the previous related procedures and these rules, these rules shall prevail.
(2) in addition to the company's quality inspection department, all departments of the hotel must specify 1-2 full-time (part-time) staff who are responsible for handling the guest's consultation and complaint.
(3) the quality inspection department is responsible for making statistics, summarizing, evaluating and rewarding the implementation of the first inquiry responsibility system in all departments of the hotel. Specific assessment methods shall be separately formulated and issued by the Quality Inspection Department.
(4) the human resources department of the company is responsible for the interpretation of these detailed rules.
(5) These Rules shall be implemented as of September 1, 2114.
(XIX) Weekly quality inspection system of hotels
In order to improve the service quality of hotels, standardize the service procedures of employees, quantify the inspection and prevent the formalization of quality inspection, since May 2114, the hotel has made the following provisions for weekly quality inspection:
1. The time for the quality inspection is from 2: 31 pm to 4: 11 pm every Thursday
2. Participants.
2. During the quality inspection, the quality inspection form must be filled in carefully according to the requirements of the quality inspection form, and it is not allowed to cope with it, let alone be blank, and put forward reasonable suggestions on the contents detected. The quality inspection department is responsible for reporting the quality inspection situation to the general manager and informing the results;
3. If the quality inspection personnel cannot attend the quality inspection on business, they need to ask for leave from the general manager or deputy general manager.
attachment: quality inspection contents
serial number function work items
1. Responsible for inspection of sanitation and vehicle placement in various areas inside and outside the hotel
2. Responsible for inspection of fixed facilities, equipment and engineering problems in various areas of the hotel
(1) Inspection of ceiling
(2) Inspection of wallpaper and murals
(3) Inspection of furniture
.
it mainly includes the following aspects. The environmental quality of the hotel is an integral part of the hotel service quality, which means that the service atmosphere of the hotel brings sensory enjoyment and psychological satisfaction to the guests. It mainly includes unique hotel architecture and decoration, reasonable layout and convenient access to hotel service facilities and places, interesting and distinctive decoration style, clean and dust-free, suitable temperature hotel environment and dignified hotel staff. All these constitute the unique environmental atmosphere of the hotel, which can meet the guests' material needs and spiritual enjoyment needs at the same time. The quality of hotel facilities The facilities and equipment of the hotel are the foundation for the existence of the hotel, the support for the hotel to provide services, and reflect the reception capacity of a hotel. Hotels provide services for their guests by virtue of their facilities and equipment. Therefore, the quality of facilities and equipment is the basis and an important part of hotel service quality. The requirements for the quality of hotel facilities and equipment are: the number of well-equipped service facilities reflects the perfection and matching degree of the facilities. The number of hotel facilities should not only be determined according to the tourist situation of the hotel, but also meet the requirements of the star standard of the hotel. The design and layout of hotel facilities and equipment with reasonable structure should be carried out from the perspective of convenience for guests. Hotels should not only consider the availability of facilities and equipment, but also consider their practicability. At the same time, the operation of facilities and equipment should be simple. If it is complicated, guests should be informed of the specific use methods in a clear way to avoid the damage of equipment caused by improper use by guests. The comfort and beauty of facilities and equipment depends on the grade and configuration of facilities and equipment on the one hand, and the maintenance of facilities and equipment on the other. Therefore, it is necessary to strengthen management and ensure the comfort of facilities and equipment. Only in this way can we provide a material basis for improving service quality. The integrity of hotel facilities and equipment with good performance directly affects the service quality. It is necessary to ensure the normal operation of various facilities and equipment and give full play to the efficiency of facilities and equipment, otherwise it will bring security problems. Only by ensuring the quality of facilities and equipment can the hotel provide guests with various comfortable services, thus improving the service quality and the reputation of the hotel. The quality of hotel products is the direct embodiment of meeting the material consumption needs of hotel guests, and its quality is an element that affects the satisfaction of guests. The quality of the hotel's physical products usually includes: the quality of dishes and drinks. The quality of catering products occupies an important position in the eyes of guests. Therefore, managers must attach great importance to it. The requirements are accurate and applicable selection of raw materials, fine processing and cooking, palatable product flavor and moderate catering price. The quality of guest goods, including disposable consumables and reusable consumables, is also an integral part of the hotel's physical products. It is a variety of daily necessities directly consumed by the hotel. Its variety and quality must be suitable for the hotel's star rating, abundant in quantity, timely in supply, able to meet the needs of guests, and must also ensure the safety and hygiene of the guest goods provided. Quality of goods Hotel goods are daily necessities and handicrafts sold in hotel shopping malls. Hotel shopping malls should be complete in variety, reasonable in structure, beautiful in display and reasonable in price, and should conform to the shopping preferences of the target market customers of the hotel. Quality of service articles The quality of service articles refers to all kinds of articles provided by the hotel for service personnel in the process of providing services, such as the work car of the butler department, the tray of the catering department, the dining car, etc. It is a prerequisite for improving labor efficiency and meeting the needs of guests, and it is also a necessary condition for providing quality services. The quality of service articles requires complete varieties, abundant quantity, superior performance, convenient use, safety and hygiene, etc. Hotel service level Hotel service level is mainly the service state and level shown by the attitude and behavior of hotel service personnel. It mainly includes the following aspects: service attitude refers to the subjective intention and psychological state of hotel service personnel in their service to customers. The service attitude should be active, enthusiastic, patient and thoughtful. Its quality is determined by the initiative, creativity, enthusiasm, sense of responsibility and quality of employees. Service skill Service skill is the skill and ability of hotel staff in the process of customer service, which is the technical guarantee to improve service quality. The level of service skills depends on the professional knowledge and operation skills of service personnel, and whether they can be used flexibly according to specific situations. Service mode Service mode refers to the expression of service activities and behaviors, such as the way of standing, the way of delivering goods, the way of pouring wine and sending dishes. The service mode reflects the specifications of the service to a certain extent, and the service must be standardized, elegant and decent ......
What do the quality inspectors do in star hotels?
be responsible for hotel quality inspection, supervise the implementation of work plans and arrangements of various departments, and review the rationality of hotel rules and regulations and operating procedures. Specifically, it includes: 1. Responsible for patrolling all areas of the hotel and checking the implementation and enforcement of various rules and regulations of the hotel; 2. Supervise the work of quality inspection leaders of various ministries; 3, review the rationality of the hotel rules and regulations and operating procedures, cooperate with various departments to revise and improve the rules and regulations and operating procedures; 4, sampling supplier delivery quality; 5. Convene relevant quality inspection meetings; 6. Implement the reward and punishment system; 7. Summarize the quality inspection situation and formulate the quality inspection report.
I hope to adopt
How to do a good job in hotel quality inspection
Therefore, hotel supervisors or quality inspectors play an important role in hotel management. Because I have worked as a supervisor in a hotel, I have the opportunity to inspect all the business places, and I often look around all the posts in the background. Speaking of it, the inspection work is actually based on the hotel rules and regulations such as the Employee Manual, Etiquette Code, Post Responsibility System and Operation Code, and so on.