hotel management

Chapter 40 Quality Management (3)
There are two bases for determining hotel quality goals and quality policies, one is the quality level determined by the hotel quality policy; the other is the requirements for relevant quality documents (such as star standards).Once the quality objectives are determined, they should become the basis of the hotel's quality policy.The hotel quality policy should include the commitment to the quality of hotel products and services, corrective measures or compensation guarantees when the standards are not met, the responsibilities and obligations of relevant hotel departments, corrective authority and reward and punishment measures, etc.

V. Optimizing the hotel management organization

The hotel's management organization is an integral part of the hotel's quality management system, and the operation of the quality system benefits from it.

In the process of building the quality system, the hotel should scientifically design and adjust the hotel management organization according to the operation needs of the quality system, so as to ensure that the entire management organization of the hotel has a unified quality awareness and quality goals, and at the same time ensure that the hotel management instructions and information The smooth flow of channels.

After the hotel management organization is determined, the responsibilities of hotel quality management can be decomposed. The responsibilities of each department are clearly defined. its quality responsibility.

[-]. Formulate quality system documents

In the process of establishing the hotel service system, attention should be paid to the construction of quality system documents, cultural quality system, and hotel quality system documents usually consist of the following aspects.

(1) Service Quality Manual.Refers to the document that states the hotel's quality policy and describes the hotel's quality system.

(2) Service specifications and service procedures.Refers to the documents that describe the work requirements of each type of work and each position and the operation method of each service.

(3) Service quality specification.Documentation of service objectives and outcomes.

(4) Service quality inspection records.Refers to the documents that record various quality problems found in the process of hotel operation in a timely manner and bring them into the scope of control.

(5) Service quality effect records.Refers to the documents that record the status of hotel quality management activities and the results achieved.

An important task of hotel management is the documentation of the quality system, because only a complete system file can facilitate the execution of various tasks according to the requirements of the file, making the quality management work organized, standardized, and rule-based; Only when the execution results of the activities are recorded in documents, can the work that has been executed be proved, and the quality management activities can be well documented.The quality system documents can also timely discover the problems existing in the operation process of the hotel, discover the requirements of the guests in time, and provide the basis for the quality management activities.

Seven, the implementation of quality system

After the completion of hotel quality system documents, all hotel personnel should be educated and trained. Quality system documents are the basic content and focus of training, including service specifications, service procedures and quality control specifications.

The education and training in the stage of implementing the quality system should be implemented in each department and each implementer's position.In addition to understanding the quality requirements of their positions, personnel in various positions must also understand the content and requirements of related positions and procedures.

After the implementation of the quality system, the hotel should strengthen organization and coordination, and supervise the implementation of the quality system.During the implementation process, if there is any deviation from the document requirements, it needs to be analyzed and controlled.Corresponding measures should be taken to coordinate and improve the problems of the document itself and certain contradictions in the implementation process.

[-]. Quality system review and audit
After the quality system is implemented, the top management of the hotel needs to review and review whether the quality system itself is scientific and reasonable, whether the implementation of the quality system meets the requirements, and whether it achieves the purpose.Make a formal evaluation of the status quo and adaptability of the quality system through the review. As the basis for improvement, the quality system should be reviewed irregularly. The purpose is to continuously improve the quality management of the hotel.

Fourth (Section) Total Quality Management [-]. Concept

Total Quality Control (Total:: Quality:: Control), referred to as TQC, was first proposed by American quality management experts Genborg and others in the early 20s. It has been widely used in many industrial and mining enterprises and achieved good results.Although hotels are different from industrial and mining enterprises, because management science itself is a marginal science, the science, content and methods of total quality management also have practical significance for hotel quality management.It plays a guiding role in improving the management level of the hotel, improving the quality of the hotel, strengthening the basic work of the hotel, and doing a good job in customer service.

Hotel total quality management means that all staff and various departments of the hotel take the hotel as a whole, aiming at providing the best service, and comprehensively meet the needs of the served by making concerted efforts to comprehensively use scientific management, professional technology and high-quality services. Activity.The basic point of the hotel to implement total quality management is: guest demand is the service quality, guest satisfaction is the service quality standard.With the means of professional technology and various flexible scientific methods, the participation of all hotel staff as the guarantee, the purpose of obtaining the greatest social and economic benefits, and the final evaluation point is the actual effect.It can be seen that the hotel's total quality management is the central link (section) of hotel management.

The hotel's total quality management uses scientific quality management ideas and methods, changes the traditional post-inspection, puts the focus of quality management on "prevention first", and transforms quality management from the traditional inspection of service quality results to control of service quality The factors that cause the problem; through the inspection and management of quality, find out the methods and ways to improve the service, so as to improve the quality of the hotel.

[-]. Engineering procedures

When implementing the method of total quality management, countries in the world generally use the method of PDCA work cycle in quality management. The PDCA work cycle means that the quality management work is a continuous cycle process.This operation cycle is divided according to its management stage, and can be divided into four links (links), namely: plan (Plan), implementation (Do), inspection (Check) and processing (Action), eight steps.

Total quality management "four links (sections) and eight steps" working procedures

1. The first link (section) - planning stage

The work content of this stage requires four steps.

The first step—analyze the status quo and find out the existing quality problems.For example, the hotel can analyze the current situation from the aspects of labor service quality and facility quality, and find out the existing quality problems.For example, in the quality of labor service, whether the dress of the service personnel is uniform, beautiful, and generous;When investigating the current situation, pay attention to speaking with the facts you have.If there are many problems, several major problems should be seized as a breakthrough and solved first.

The second step - analyze the cause of quality problems.Quality problems often arise due to various reasons, which can generally be classified into five categories: people, equipment, materials, environment and methods.During the analysis, it should be noted that the analysis should be evaluated one by one and one by one.

The third step - find out the main reasons affecting the quality.The causes of quality problems can be varied, but the focus should be on resolving the main problem.

The fourth step - develop a plan of measures to solve the main quality problems.This step is very important, and the plan of measures formulated must be clear, specific and practical.

2. The second link (section) - the implementation stage

There is only one step at this stage, the fifth step—implementation plan.The first task is to strictly implement the measures and plans formulated. At the same time, the original records must be kept well, and various situations that arise during the implementation must be fed back in time.

3. The third link (section) - inspection stage

There is only one step at this stage, the sixth step—checking the implementation of the plan and whether the expected effect has been achieved.The inspection must be timely, serious, objective and fair, and can truly reflect the implementation situation.

4. The fourth link (section) - processing stage

This stage consists of two steps.

The seventh step - sum up experience and lessons learned.After summarizing, incorporate successful experience into relevant standards, norms, and systems to consolidate and expand the results of quality improvement.The lessons of failure can also be used as a kind of harvest, which is reflected in standardization and standardized management, so as to avoid repeating mistakes.

The eighth step - the remaining issues into the next cycle.Clean up the remaining problems that have not been resolved in this cycle, and use it as the basis for formulating a new quality improvement method, and transfer it to the first stage of the next PDCA cycle.

So far, the PDCA process is completed, and the next PDCA process can be continued.If it continues like this, it should become an endless PDCA cycle exercise.

The characteristics of the PDCA cycle method are: first, the cycle continues to rotate, one step is improved every cycle, and each cycle has new goals and content, so that quality problems can be continuously solved and the hotel level can be continuously improved; The rings are small rings, and the small environmental protection rings are connected with each other and promote each other.The entire hotel cycle is a big ring, and each department is a small ring in the big ring.The small ring takes the big ring as a whole and is the decomposition and guarantee of the big ring.

(End of this chapter)