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How to establish hotel service quality management system

1. Establish strict service quality management rules and regulations for the hotel.

Whether building a new hotel or operating a hotel, we must first establish a set of strict and serious hotel service quality management rules and regulations. System is the core criterion of hotel personnel management, operation management and service quality management, and it is also the code to ensure the good operation of the hotel and provide quality services for guests. Many well-known hotels in China, such as Nanjing Jinling Hotel, Guangzhou White Swan Hotel and Beijing Wang Fu Hotel, set out to formulate perfect and strict service quality management rules and regulations at the beginning of preparation, which ensured the good operation of hotel service management system and the implementation of service workflow.

Second, there are a number of highly responsible service quality management teams.

The key factor of hotel service quality and management level is to cultivate a group of managers with high quality consciousness, service consciousness and high responsibility for quality work, which is the soul to ensure hotel service quality.

Throughout the foreign hotel professional managers, before entering the hotel, they all carried out strict professional skills and service quality standardization, standardization and high-quality education and training. If a hotel wants to ensure its excellent service quality, it must start from the "head", first of all, cultivate a group of managers who are brave and responsible, with high professionalism, pioneering spirit, hotel awareness and quality awareness. Why can Guangzhou White Swan Hotel, Nanjing Jinling Hotel, Shenzhen Nanhai Hotel, Chengdu Tibet Hotel and Beijing Wang Fu Hotel maintain high-quality, high-quality and consistent service quality during so many years of development? The key is to have a group of high-level management teams and professional managers who are highly responsible for the inspection, supervision and management of hotel service quality. They regard the excellent service of the hotel as the lifeline of their work.

Three, supervision and inspection management in place of work intensity and work style.

Many store managers and middle managers think that it is the business of the operation department to grasp the service quality, which is divorced from the overall service quality management of the branch. Although the branch has also formulated a set of service quality management system and reward and punishment regulations, due to the lack of service quality management awareness of the store manager and individual managers, the service quality supervision and inspection work is a mere formality in the hotel. I have seen the following situations in many hotels:

Scene 1:

In the lobby of the hotel, the manager on duty and the receptionist don't speak Mandarin in front of the guests, but use dialects for information transmission and even dialect for customer service.

Scenario 2:

The service staff met the manager and two guests in the elevator room, and the waiter greeted the manager! He turned a blind eye to the guests, and the manager didn't correct the service staff's polite service afterwards. (Say hello to the guests first! Say hello to the manager later! )

Scenario 3:

The room attendant puts his mobile phone on his body when serving the guests. When cleaning the room for the guest (the guest is in the room), the mobile phone ticks and the room supervisor is in the corridor, but she turns a blind eye to the behavior of the service staff and does not stop it.

From the above three small things, we can see that the quality of hotel service is inseparable from the manager's consciousness, work intensity, supervision and inspection and management. I once encountered such a thing in a four-star hotel in Shenzhen. The room attendant was cleaning the carpet in the corridor when a guest came out of the room. The head waiter greeted the guests with a smile! While the waiter bowed his head and worked. After the guests left, the head waiter said to the waiter, "Xiao Wang, why don't you say hello to the guests?" You have been working in the hotel for more than four months. Remember to say hello when you see the guests! This kind of thing won't happen again ... "It can be seen from this small matter that hotels with good service quality must be subtle and in place. There are two standards for the supervision and inspection of hotel service quality abroad: first, hotels should not have sanitary dead ends, and second, hotels should not have places where services are not in place.

Fourth, there is the idea that all staff are highly subordinate to quality inspection management.

Once the hotel service quality management system is established, it is necessary to educate all staff, consciously establish the concept of quality service, do every specific and small job of customer service, and obey the concept of hotel quality management. Only when all employees have established the idea of obeying quality management can the hotel's service quality management, inspection and evaluation system be put in place to ensure the good operation of the hotel's entire quality management system. Middle managers, in particular, must not have the idea that the quality inspection of the company's operation department finds various service quality problems in their own departments, thinking that they are finding fault or sorry for the branch. Instead, we should see that the operation quality inspection is helping our branch to find the service quality and hygiene quality problems that we have not found, and it is helping the branch to improve its work and improve its management level.

At the same time, the hotel is a semi-military management enterprise, and the employees of each branch must unconditionally improve, perfect and improve the service quality problems found by the operation department and the store manager in terms of hygiene, service, information communication, departmental coordination and hardware maintenance. Only in the process of layer-by-layer management, step-by-step responsibility and vertical leadership, can the hotel management level and service quality be improved by establishing the idea that all staff are highly subordinate to quality management. On the other hand, if there are repeated orders, poor implementation of government decrees, etc., it will affect the quality of hotel service, and the customer service satisfaction rate will reach over 95%.

Five, the implementation of daily inspection, weekly inspection, monthly inspection of quality inspection management system.

After formulating strict and serious service quality management rules and regulations, the branch company should also establish a comprehensive and three-dimensional service quality inspection and supervision system, and establish and improve the quality inspection management system of daily inspection, weekly inspection and monthly inspection. Ensure the implementation of service quality management and implement the total service quality management of the branch. The daily inspection of the branch is carried out by the staff of the room supervisor or the manager on duty. The weekly inspection can be led by the manager's shop assistant and the middle-level personnel. On the last day of the end of each month, the store manager will lead the monthly inspection, and the store manager will lead the middle managers, security guards and maintenance personnel to conduct all-round supervision and inspection on service quality, sanitation and cleaning, equipment maintenance, energy saving and consumption reduction, safety and fire prevention, gfd of service personnel and manners.

In addition, while conducting daily three-level quality inspection supervision, you can also ask the same city branch to conduct a thorough investigation and spot check on your own branch. Collect opinions from all sides to improve and improve the overall service quality management level of the hotel. Timely correct and rectify the problems existing in the service process and quality management process, ensuring the continuous improvement and progress of hotel service quality. The hotel has achieved good benefits in service quality management and economic benefits.

Six, there are strict quality inspection discipline.

Hotel service quality control focuses on prevention, nip in the bud and put an end to quality accidents. Second, through inspection, supervision and control, daily inspection, weekly inspection and monthly inspection are carried out. Third, it is linked to economic interests, with strict rewards and punishments.

As we all know, in the hotel service quality management control, the most difficult task is the third procedure, that is, the problem of "punishment", because once the economic benefits are touched, not to mention the service personnel, the middle managers of many branches will show the situation of not accepting, unwilling and not implementing. Therefore, when the branch formulates the service quality reward and punishment regulations, it must be led by the manager himself, unified deployment and full participation. Each department will set up a drafting group for the Regulations on Quality Inspection, Rewards and Punishment, so that all employees of the Branch can participate in the formulation. The process of drafting and formulating is also a process of training, learning and educating all employees on the Regulations on Service Quality Rewards and Punishment, which changes the traditional post-event punishment management of inferior service quality into preventive service quality management.

Once the Rules and Regulations on Discipline of Quality Inspection Reward and Punishment are formulated and implemented, all branch managers and ordinary employees must unconditionally abide by them, and everyone is equal in quality inspection discipline, without mercy, formality and discount. The main prize of the award, the penalty should be punished. And make it a power grid for hotel quality management and ensuring excellent service quality. Whoever violates it will be accused (punished). The reason why foreign hotels are well managed is that they have a serious quality inspection management system with strict rewards and punishments, no mercy and no carelessness. In many hotels in China, the main reason why the quality inspection work is not strong is that "human feelings are greater than the rule of law, criticism and education replace economic punishment, and system implementation only touches the skin and flesh, not the soul".

Seven, have the consciousness of creating quality service and fine service management.

Service quality is the premise of the hotel's survival and development, and high quality is the basic condition to ensure the standardization, speediness, personalization and value-added of service work. Service quality management has become an art of hotel management. In the process of modern hotel management, many hotels tend to pay attention to public relations marketing and expand market sources. However, the refinement and innovation of hotel internal service quality management are often ignored. The marketing department spent a lot of time, energy and publicity expenses, and finally attracted guests to the hotel. However, due to the service management of the hotel, some guests are not satisfied. The service result of 100- 1=0 was formed, but the guests who were pulled back outside were driven away by some poor service of the hotel. Once this unqualified service product becomes a fact, the adverse impact on the hotel is very great. The more customers are drawn out, the greater the adverse impact on the hotel.

Therefore, in the hotel service quality management, we must insist that the services provided by every waiter and manager are high-quality, satisfactory and meticulous. Let guests truly feel the quality and standard of hotel service products, and everything is satisfactory, comfortable and efficient. Only by establishing the awareness of all employees' behavior of creating excellent service, carrying out refined service and innovating service can we really create a sense and behavior in the whole hotel that everyone takes customer satisfaction as the center, customer demand as the center and improving service quality as the fundamental starting point. The hotel's service quality and management level can only depend on a higher level. It is the conscious behavior of every employee to create high-quality service and serve guests attentively.

In a word, the above are some immature views on the establishment of hotel service quality management system. The hotel should establish an effective service quality management system and maintain the continuous Excellence of service quality, which is the goal that all hotel employees need to establish the service quality thought and behavior highly, and work hard for it and pursue persistently for a long time.