hotel management

Chapter 38 Quality Management (1)
The first (section) overview of hotel quality management

Hotel quality management is an important part of hotel management.Each service item and service area of ​​the hotel should have clear quality standards, and every manager and employee of the hotel should have a strong sense of quality.At the same time, we should also actively introduce international advanced quality management theories and methods to promote the hotel service quality to a higher level.

[-]. The product quality of the hotel
The product quality of a hotel refers to the quality of tangible facilities, equipment and physical products that can meet the material needs of guests.Tangible facilities, equipment and physical products must be "convenient, comfortable and safe" in order to meet the material requirements of guests and be called in line with quality standards.

1. Quality of equipment and facilities
The equipment and facilities of the hotel are the basis for the existence of the hotel, the support for the hotel to provide services, and an important part of the quality of the hotel.Hotels use service facilities to provide services to guests. Therefore, the basis and important part of hotel quality is the quality of equipment and facilities, and its specific manifestations are as follows.

(1) The number of service items (convenience) is determined by the building facilities, such as the type of guest rooms, the number of restaurants, meeting rooms, shopping malls, laundry rooms, post and telecommunications services, recreational facilities, etc.As a comprehensive service enterprise, hotels generally need more service items in order to provide guests with various services and improve corporate reputation and service quality.

(2) The level of comfort of equipment and facilities depends on the configuration of equipment and facilities on the one hand, and on the other hand, it is also determined by the maintenance of equipment and facilities. Therefore, management must be strengthened to ensure the comfort of equipment and facilities in order to provide material for improving the quality of the hotel. Base.

(3) The integrity (safety) of equipment and facilities directly affects the quality of the hotel.If the guest room toilet is clogged, the air conditioner is out of order, electrical appliances are damaged, etc., even if the service attitude is good, it is empty talk to improve the quality of the hotel.Similarly, although the waiters in the restaurant welcome them with smiles, there are always water and electricity cuts in the restaurant, and the tables and chairs are broken. It is impossible to improve the quality of the hotel.Therefore, the normal operation of various equipment and facilities can be guaranteed by maintaining the integrity rate of equipment and facilities at any time.Giving full play to the efficiency of equipment and facilities is an important part of improving the quality of hotels.

2. The quality of vegetables and food products
The only physical products produced by the hotel are food products, which are also an important part of the quality of the hotel.In modern tourism, food occupies an important position.It is often said that "food is more important than housing", because tourists' accommodation will not change much with the transfer of space, but food will change greatly.The food product level is mainly manifested in the following aspects.

(1) The production quality of vegetables and food products.Vegetable products are directly for guests to enjoy, and their quality depends on various factors such as cooking level, food and material quality and management level, etc., and finally transformed into the color, aroma, taste, shape, utensils of food products, a food production process Only by strengthening the organization, specifying the proportioning standards of main ingredients, ingredients, and seasonings, improving the level of cooking technology, and carrying forward fine traditions can the quality of food products be improved.Therefore, the production of vegetable and food products should be gradually standardized, that is, the standardization of vegetable ingredients, cooking, color, aroma, taste, shape, utensils, and sanitation, which can change the randomness and rigidity of vegetable production in our country.

(2) Dishes characteristic.The characteristic is to be different, to be unique, to win with one's own strengths.my country has a vast land and abundant resources, and local and national cultures are reflected through food, attracting guests with special features.The characteristic requirements are: raw material characteristics, production characteristics, honor characteristics, taste characteristics, form characteristics, food characteristics, etc.

(3) Varieties of vegetables and colors.To achieve rich and diverse dishes, firstly, it must be diverse, that is, the dishes can meet the needs of different consumption levels and cultural levels, and can meet the needs of different dining forms, such as a la carte, cocktail party, dinner party, buffet party, hot pot banquet, conference group meal Second, the same level requires a variety of fancy dishes.There are many dishes in our country, and there are countless varieties of designs and colors.There are countless dishes in the world.Hotel dishes should be based on a series of dishes, compatible with various famous dishes, so as to form a wide choice of dishes that satisfy different guests.

3. Atmosphere
The environmental atmosphere of the hotel is composed of hotel decoration, environmental sanitation and beautification, the layout of service facilities, lighting and sound, and the appropriateness of indoor temperature.A good service environment can provide guests with comfortable and convenient food and accommodation conditions. While meeting the material needs of guests, it can also meet the needs of spiritual enjoyment. The main manifestations of the environment and atmosphere are as follows.

(1) The atmosphere of the lobby and the general service desk must be "spacious, bright, pleasing to the eye and luxurious". (1) There must be a considerable lobby area and guest rest seats; (2) The lobby should be equipped with luxurious lamps and lanterns to make guests feel spacious, bright and pleasant; (3) The general service desk must have a reasonable length (0.04m ×Number of guest rooms), width (80~90cm), height (120cm, 100cm, 80cm), to make guests feel comfortable and convenient; (4) One or two art treasures should be displayed in the lobby to make the hotel look luxurious and pleasing to the eye; (5) There should be flowers and bonsai around the lobby to make guests feel relaxed and happy in spirit; (6) Around the general service desk, that is, the lobby should have a hotel service guide - the hotel's service items, features, location, business hours, Reasonable prices should be displayed in this guide, so that guests can enjoy all the service items of the hotel to the fullest, and enjoy the beauty of spring; (7) The general service desk should be equipped with an international clock to adapt to the fast (rhythm) rhythm of the guests. activity pattern.

In short, the area around the lobby and the reception desk must be spacious, bright, pleasing to the eye, and luxurious, coupled with the fast and agile service of the service staff at the reception desk, smiling faces, and a line that makes people feel the warmth of "home". A series of service systems... All these will enhance the charm of the hotel, determine the first good impression of the guests and the determination and interest to stay in the hotel again.

(2) The environmental atmosphere of the guest room must highlight the characteristics of "cleanliness, beauty, elegance, culture, tranquility, warmth, and privacy" on the basis of convenience, comfort, and safety. (1) Warm - the color of the room should be light and elegant, with warm colors and soft light, but the bathroom should look bright and luxurious.For example, the color of the seaside hotel rooms is blue sky, the elegant beige of European and American hotel rooms, and the orange red of Chinese hotel rooms are all warm colors, giving people a sense of spring or (festival) atmosphere.Generally speaking, hotel rooms do not use pure white, because white is a cool color. (2) Quietness—one of the quality standards of guest rooms should be tranquility, privacy, convenience, and safety.Among them, tranquility, privacy, and safety are the greatest needs of guests.For this reason, the waiters should keep absolutely quiet when they are working or tidying up the rooms, and they should not make noise in the corridor after work so as not to affect the quiet life of the guests.The noise decibel limit parameter for the surrounding environment of the guest room is 30 decibels.Generally speaking, free ice cubes and ice machines provided to guests are placed in a corner of each floor to maintain the tranquility of the surrounding environment of the guest room. (3) Elegance—refers to the cleanliness, comfort, and luxury of the guest room, which is the comprehensive environmental effect of the exquisite decoration, advanced facilities and overall color of the guest room.The enjoyment of the guests in the room is completely concentrated on the word "elegant", which includes not only the quiet environment around the room, exquisite decoration and the practicability of advanced facilities, but also the charm of the environment, decoration and facilities, which makes people fascinated. .

(3) The environment and atmosphere of the restaurant must be pleasant, joyful, lively, lively, distinctive and artistic.

4. Security status
Security situation is also a key issue of hotel service quality.Safety is the number one concern for guests when they are out and about.The security situation of the hotel has become an integral part of the quality of hotel service.

(1) Environment—Psychological safety.Guests living in hotels often have a sense of insecurity in a strange place.Therefore, the hotel must create a safe atmosphere in the environment.Such as the establishment of guards and dedication to their duties, the responsible spirit of the floor desk, the establishment of monitoring systems, safe door locks and anti-theft chain buckles, the use of smoke alarms, the three lightness in work-speak lightly, walk lightly, and move lightly Lightweight, can make guests have a sense of psychological security.

(2) Fire prevention and anti-theft.Take various measures not to disturb the guests, but also to prevent theft and fire.

(3) Prevention of diseases.The hotel is a public place, people come and go, and there are more chances of disease transmission.The hotel should prevent the spread of diseases and ensure the health of guests and employees by controlling and prohibiting patients with infectious diseases from entering the hotel, strictly disinfecting various methods, and seriously blocking the source of disease.

(4) Prevent the occurrence of infringement and harassment incidents.This type of security is to protect guests from harassment and infringement.Such as entering the room without reason, entering the room at an inappropriate time, harassment of guests by unrelated outsiders, harassment of guests by disturbances in restaurants and entertainment venues, telephone harassment, etc.

[-]. The service quality of the hotel
The service quality of the hotel is also called the service quality of the hotel, which refers to the extent to which the intangible labor services provided based on facilities and equipment are suitable for and satisfy the guest's psychology in terms of use value.The use value of hotel services is provided for users. Whether this use value can be accepted and loved by users is applicability.The higher the use value of the service suits and satisfies the customer's needs, the better the service quality will be; otherwise, the worse the service quality will be.Hotel service quality is actually the quality of service use value.The service quality of the hotel is the lifeline of the hotel and the central work of the hotel's daily management.

Intangible services must be "friendship, hospitality, and help" to meet the psychological needs of guests and meet quality standards.

(1) Friendship.Refers to the warm, friendly and thoughtful emotional service of hotel staff.

(2) Hospitality.Refers to the etiquette (festival) courtesy, appearance, etiquette and behavior of hotel waiters.

(3) Help each other.Refers to the efficient service of hotel staff, who regard the needs of guests as their own work goals.

Service quality is the essential expression and main body of hotel quality.The level of service covers a wide range of areas, is highly mobile, and lacks a unified standard for measurement.The specific standards should be stipulated by each hotel according to its own characteristics and star rating.

The content of hotel service quality mainly includes the following aspects.

1. Service attitude
The basis for improving service quality is service attitude.It depends on the initiative, enthusiasm and creative spirit of the service personnel, on the quality, professional ethics and love of the service personnel.In hotel service practice, a good service attitude is manifested in warm service, active service, considerate service, attentive service, smiling service, appropriate or decent service; respect for guests, warm and friendly tone, providing help anytime and anywhere, etc.

2. Service skills

Service skill is a technical guarantee to improve service quality, which depends on the technical knowledge and professional technical level of service personnel.Hotel attendants always use certain methods of operation and work skills when providing services to guests.Service skills are the flexible and appropriate use of this kind of operation method and job skills to adapt to specific situations when serving different objects at different times and on different occasions, so as to achieve better service results.Familiar with the business, master the service rules and operating procedures, continuously improve the reception service technology, and have flexible adaptability, in order to combine one's ingenuity and hotel service work, which is reflected in the whole process of serving guests, so as to provide high-quality , Efficient service.Service skills are an important part of service quality, and the key is to do a good job in the professional and technical training of service personnel.The basic requirements are: to master professional knowledge, strengthen practical operation training, continuously improve the technical level, and give full play to the artistry of reception, including reception art, language art, movement expression, emergency response art and other aspects, in order to improve service quality.

3. Service method
The service method refers to what form and method the hotel adopts to serve the guests. The core is how to facilitate the guests and make the guests feel comfortable, safe and convenient.Service methods vary with hotel service items.Hotel service items can be roughly divided into two categories: one is basic service items, that is, those service items that are clearly stipulated in the service guide and have an effect on almost every guest; the other is additional service items, Refers to the service items proposed by the guests immediately, not necessarily required by every guest.The service items reflect the functions of the hotel and the degree of consideration for customers. Therefore, the service quality of the hotel must combine the characteristics of each service item, and carefully study the service methods, such as room reservation methods, reception methods, and restaurant sales methods.It is necessary to arrange various service methods from the activities and psychology of the guests, and provide services in a targeted manner.Such as the business hours of restaurants and shopping malls; the order and timing of room cleaning; whether the telex and photocopying procedures are convenient for guests;In short, each service item should be selected according to actual needs, and the starting point is to improve service quality.

4. Service efficiency
Service efficiency is the time concept of service work and the time limit for providing a certain service. "Waiting" is a headache for people who go out to travel, because the psychological unrest comes from waiting, and there is a sense of insecurity when going out from home, and waiting strengthens this psychology of tourists.In order to minimize waiting for hotel services, we must pay attention to efficiency.Efficiency links the service process with time and becomes another factor of service quality.

There are three types of hotel service efficiency: the first type is the fixed service efficiency represented by the working hours quota, such as 0.5 hours for cleaning a room, 5 minutes for setting up a banquet, etc.; the second type is the service efficiency represented by the time limit, such as It takes no more than 3 minutes for each person to check in at the front desk, and returns the laundry to be washed within a certain period of time; the third category is the concept of time, but there is no clear time limit, and the service efficiency is measured by the feeling of the guests.For example, how long does it take to serve food after ordering in a restaurant, how long does it take to repair equipment after it is broken, etc. This type of service efficiency is a lot in hotels.Service efficiency occupies an important position in hotel services. The hotel should aim at three different types of efficiency, and the efficiency standard should be determined by procedures and specific time. Service efficiency is not only a problem of the composition of hotel service quality, but also involves the style of the hotel and the spirit of the hotel. Appearance, so the hotel should attach great importance to this.

5. Service effect
The final result of the service is the service effect, and its standard is the customer's "satisfaction". "Guest demand is the quality of service, and guest satisfaction is the standard of service quality" is the truth.

People have feelings, and people can "feel" whether their needs have been met and satisfied.To judge whether a customer is satisfied with our service, only his own feeling is the most reliable "indicator".That is to say, he is truly "satisfied" only when he himself is "satisfied"; he is truly satisfied only when he has a "sense of satisfaction".This real satisfaction indicates that the hotel's service has achieved good results.To achieve a good service effect, it is not enough to rely on the regular services provided by the hotel, it also depends on the "extraordinary service" to play a role.That is to say, the service personnel of the hotel should provide the guests with urgently needed and unexpected services on the basis of normal services.The small services, emotional services, and serving customers with "heart" are all effective methods for good service effects.The gratitude of the guests comes from good service methods, which will definitely make the guests love and prefer our hotel, come to our hotel again and promote our hotel.

6. Courtesy
The important condition for improving service quality is etiquette (ceremony) courtesy. Hotel attendants must serve guests face to face, so etiquette (ceremony) courtesy directly affects service quality.Courtesy (ritual) Politeness is a way of showing respect, modesty, welcome, friendliness, etc. to the other party through information transmission in a certain form.Etiquette (ceremony) emphasizes rituals, and politeness emphasizes language and action.Courtesy (ritual) Politeness reflects the spiritual civilization and cultural accomplishment of a hotel, and reflects the basic attitude of hotel staff towards guests.The content of hotel etiquette (ceremony) is very rich and flexible.Mainly manifested in: appearance, that is, personal image, attitude, etiquette, service methods, language and conversation, and behavior.Specifically, behave dignifiedly, treat guests courteously, and respect the customs and habits of different guests; sit, stand, walk, and speak should pay attention to posture, graceful movements, elegant and pleasant language, and standardize; all kinds of etiquette should be used properly; insist on smiling service, etc. .

7. Cleanliness
The cleanliness of the hotel reflects the management level of the hotel and is also an important part of the quality of service.The hotel cleaning and sanitation work mainly includes: the cleaning and sanitation of each department and project of the hotel, food and beverage hygiene, supplies hygiene and personal hygiene.

The cleanliness of the hotel is demanding and must be taken seriously.First of all, it is necessary to formulate strict cleanliness and sanitation standards. Different departments, different positions, and different reception contents have different cleanliness and sanitation standards. It is necessary to improve the inspection and guarantee system.

[-]. The quality of work in the hotel
The work quality of the hotel refers to the quality of each link (section) directly related to the service quality of the hotel, the quality of the operation and management work of each department, the quality of technical work and the quality of organizational work.It ensures that the quality of the hotel meets the quality standards.

Service quality and work quality are completely different, but they are closely related.Service quality depends on the quality of work, which is a comprehensive reflection of the work quality of each link (section) and department of the hotel.The quality of work guarantees the quality of service, and the quality of service should be continuously improved by focusing on the quality of work.

The quality of the hotel's work is mainly reflected in the level of management and organizational work.It involves all departments and personnel in the hotel, and each job directly or indirectly affects the service quality of the hotel.Therefore, in order to ensure that the quality of the hotel can meet the needs of guests, it is necessary not only to do a good job in service quality, but also to do a good job in various tasks related to service quality.

Second (Section) Quality Standards and Evaluation
(End of this chapter)