Chapter VI Hotel Service Quality Management

Section III Hotel Service Quality Control Methods

Main knowledge points:

1. Links of hotel service quality

(1) Quality management in preparation process

1. Service preparation

Focus on two aspects: mental preparation and material preparation.

2. Production preparation

Three steps:

1) Purchasing and acceptance of raw materials.

2) business division and personnel arrangement.

3) prefabrication.

3. Logistics equipment

includes material preparation and supply, facilities and equipment maintenance.

(II) Quality management in the process of reception service

Main contents:

1. Strictly implement reception service specifications and strengthen service quality inspection.

2. make full use of the quality information feedback system, collect all kinds of quality information in the process of reception service in time, conduct analysis and research, find out the causes of quality problems, and take improvement measures to further improve service quality.

(3) Quality management of the closing process

1. Work before guests leave the store:

(1) Ask for opinions actively;

(2) master the departure time of guests to prevent leakage of accounts;

(3) guests leave the store and take the initiative to say goodbye.

2. Work of guests after leaving the hotel

(omitted)

2. Contents of hotel service quality

(1) Internal control of hotel service quality

The whole process includes three elements: employees, managers and guests. It involves four aspects:

1. Formulating standards;

2. quality inspection;

3. Analysis and solution of problems;

4. Quality training.

(2) External guarantee of hotel service quality

1. Guarantee of service attitude.

2. Guarantee of service level standard.

3. Applicable areas of quality assurance.

4. Correcting the unsatisfactory quality and guaranteeing compensation.

5. Quality-guaranteed hotline.

(III) Certification of hotel quality management system

Quality certification is an activity undertaken by a third party, which is based on technical standards and targeted at products or services.

1. The significance of hotel quality management system certification:

(1) Bringing credibility to hotels and enhancing market competitiveness.

(2) It is beneficial to improve the internal quality management system of the hotel and ensure the service quality.

2. Basic working procedures for carrying out hotel quality management system certification:

(omitted)

3. Technology of hotel service quality control

Two diagrams and one table method are Pareto diagram, causal analysis diagram and countermeasure table.

Section IV Hotel guest satisfaction management technology

Main knowledge points:

1. Hotel service quality and guest satisfaction

(omitted)

2. Hotel guest satisfaction analysis technology

1. Hotel guest satisfaction index

2. Hotel guest satisfaction weighted average method

Hotel guest overall satisfaction = ∑ (the proportion of guests of all attributes × guest satisfaction of all attributes)

3. Summary and analysis of hotel guest satisfaction survey results

3. Providing personalized service for hotel customers

(I) Definition of personalized service

Personalized service is a service that meets the reasonable individual needs of different guests.

(2) Content of personalized service

1. More flexible service.

2. satisfy the hobby service.

3. unexpected service.

4. (computer) self-service

5. Psychological service

(week 12)

Chapter VII Hotel Human Resource Management

Section I Overview of Hotel Human Resource Management

Main knowledge points:

1. Concept and objectives of hotel human resource management

All problems related to the demand and supply of employees are human resource management.

hotel human resource management is to scientifically apply the principles of modern management, effectively develop and manage the hotel human resources, rationally use them, maximize the potential ability of people, fully mobilize people's enthusiasm, and use limited human resources to play the greatest role possible.

The goal of hotel human resource management:

1. To cultivate an excellent staff.

2. form an efficient and optimized labor organization.

3. Create a good working environment.

Second, the content of hotel human resources management

1. Make the hotel human resources plan.

2. Recruit hotel staff.

3. Train employees.

4. arouse the enthusiasm of employees and enhance the cohesion of the hotel.

5. Managers need to master effective leadership style and do a good job in hotel internal communication.

6. Evaluate employees.

Section II Hotel Human Resource Planning

Main knowledge points:

1. Purpose of making human resource planning

1. Predict hotel human resource demand in two aspects: quantity prediction and quality prediction.

2. Provide basis for management through the development and use of human resources in hotels.

3. Understand and foresee the problems caused by the surplus and lack of human resources in hotels.

second, the basic work of making a human resource plan

(1) job design

design principle: everyone has his place, and posts cannot be set up because of people.

(2) job description

includes: job description (also called job analysis) and qualification description.

3. Procedures for making human resource plans

1. Demand forecast.

2. Supply forecast.

3. Determine the need for manpower

4. Personnel plan.

Section III Recruitment of Hotel Staff

Main knowledge points:

1. Description of recruitment

The hotel fills the vacancy caused by staff turnover through recruitment. It is a general term for "recruitment" and "employment", with "selection" in it. External recruitment and internal recruitment methods can be adopted.

2. External recruitment of hotels

(1) Choosing recruitment channels

1. Graduates from professional colleges;

2. Professionals in this industry;

3. Other people in society.

(2) Procedures for external recruitment

1. Publish recruitment information;

2. Preliminary selection;

3. Review the applicant's materials;

4. It is the interview and test;

5. Physical examination;

6. Employment.

3. Internal recruitment in the hotel

(1) Promotion of employees in the hotel

1. Identify promotion candidates.

We mainly examine the candidates in four aspects:

(1) Personal ability;

(2) personal character;

(3) personal work performance;

(4) years of work.

2. Test promotion candidates.

3. Determine the promotion candidates.

(II) Transfer of employees in the hotel

(omitted)

Section IV Training of hotel employees

Main knowledge points:

1. Vocational training and development training

(I) Vocational training

The main target of vocational training is employees at the operational level of the hotel. The focus of training is to cultivate and develop the technical skills of operators, so that they can master the knowledge and technology that can be competent for the work, establish a correct working attitude and develop good professional habits.

(II) Development Training

The main target of development training is hotel managers. The core of development training lies in cultivating and developing managers' conceptual ability.

II. Training process

(I) Training requirements

This part includes five steps:

1. Determine training needs;

2. Analyze the current situation;

3. Determine the training objectives;

4. Establish an evaluation institution;

5. Establish evaluation criteria.

(2) Training organization and implementation part

1. Determine the training course content;

2. Determine the training mode;

3. Prepare training materials;

4. Determine the training equipment;

5. Determine the training place;

6. Select trainers;

7. Select trainees.

(III) Training evaluation part

This part includes three steps: supervision and guidance, analysis and revision of evaluation criteria, and evaluation of training effect.

iii. training plan and training methods

(I) overall training plan of the hotel

different levels and departments design different training plans in combination with the specific conditions of employees. The design of the hotel's overall training plan should follow the principle of step by step, and can't jump. (Figure 7-4)

(II) Vocational training plan and training methods

1. Induction training-including introductory training and business training.

2. on-the-job training.

3. Alternate training.

4. change training.

(2) Develop training plans and training methods

1. Training of grass-roots managers. The training focuses on the basic knowledge and skills of management, and cultivates their ability to think, analyze and solve problems.

2. Training of middle and senior managers. The training focuses on the study of management theory, training and improving the ability of organization, command, coordination and control, the ability of employing people and the ability of business decision-making.

The ways to develop training include: classroom teaching, discussion, case analysis, role-playing, simulation scheme formulation, etc.