Taking the hotel star rating as an opportunity, focusing on comprehensively improving the service skills of all employees, the plan is as follows:
Star rating plan
Intertemporal content
From August 23rd to August 30th, 3 1, learn the evaluation criteria of star hotels and the evaluation criteria of China hotels.
September1-September 6 confirmed the room self-inspection and rectification.
September 7-September 3 13, the article is equipped according to the star standard.
September14-September 20th: Special training for reception staff and targeted personalized service.
September 21-September 30 to welcome the self-inspection of the hotel's internal leadership.
The main work contents are as follows:
1. In order to meet the star evaluation, floor management personnel form a star evaluation team, and the foreman uses 17: 00 every day to track and implement the star evaluation, mainly aiming at related facilities, equipment, service quality, cleanliness and hygiene, etc. The supervisor is responsible for guiding the planning and inspection of star rating, and all members must ensure that the assigned work is completed on time, with good quality and quantity.
2. The star rating team is responsible for organizing a comprehensive inspection of each floor. According to the star standard, check each jurisdiction one by one, score and report to the standard, and carry out unified rectification in combination with the problems and deficiencies existing in the hospital, and put the responsibility into the team and individuals. The inspection contents include: a. Inspection of hotel equipment, facilities and services; B. Maintenance and cleaning inspection of equipment and facilities; C. evaluation and inspection of service quality; D, service and management system inspection.
3. Carry out comprehensive rectification of hotel hardware as planned. This work is led by the regional leaders and checked by the employees themselves. The main contents include ventilation system, problems left over from the project, operation status of equipment and facilities, maintenance of decoration materials and furniture, printed materials and signs of various business areas, etc. , and report the problems found one by one to the hotel for rectification.
4. Formulate the departmental star evaluation plan for excellence, and carry out various skills training and competitions. The "service star" selection activity is organized by this department, with the theme of smiling customers and honest service, and constantly improve the service level and build Huatian service image brand. In order to improve employees' service awareness and operational skills, the foreman made corresponding training and evaluation plans.
According to the star rating plan, promote the continuous improvement of hotel service level and ensure the smooth achievement of star rating.