酒店质检工作制度.doc

consciousness, this is Government Office sector first bit of task, to first, and is duty-bound, insisted reported truth, and told truth, and out confess, and do facts, and pragmatic effect, put work of to points real put to research solution reform development stable in the of major problem Shang, put to research solution masses production life in the of urgent problem Shang, put to research solution work in the exists of highlight problem Shang, put an end to to Conference implement Conference, to file implementation file, never can makes superior of decision and deployment in a implementation Lost in the sound. System Office of the Government sector must take the lead in party and Government policies, the deployment and carry out specific targets, in the implementation efforts, for example on the implementation, on the implementation of a performance. City Government System Office to seriously implement implementation national, and Province Government system Secretary-General Office Director Conference spirit, according to around overall, grasp implementation this a general requirements, insisted reform innovation, further change management concept, and management functions, and management system and management method; insisted quality first, ensure for led, and for grass-roots, and for masses provides quality efficient service; insisted strictly rule political, efforts construction a support political firm, and business master, and service political clean, and style excellent of Office team.编号：THCYXZ-版次：第一版酒店质检工作制度一、 目的为了塑造良好的工作环境，提高工作效率，减少浪费，提高员工的素质， 塑造良好的企业文化和企业形象的需要。是提高对班组一线管理重要性的认识二、 适用范围天豪诚运酒店全体员工。三、 酒店质检组织架构执行总经理检查组办公室行政人事部后勤部餐饮部部门质检负责人房务部部门质检负责人部门质检负责人四、 检查组成员组长：酒店执行总经理，副组长：总经理助理，主导：行政人事部，组员：各部门经理或主管。五、 质检管理规定1、每年12月15日以前，行政人事部质检负责人根据当年的质检遵守情况，制定下年度质检标准遵守年度目标和月度目标，并呈送执行总经理，及酒店总经理审批。遵守率计算公式=（标准件数-问题点件数）/标准件数*100%2、行政人事部每日安排一人不定时对酒店各部门进行质量检查，并将问题点记录于质量检查表中。3、行政值班经理根据酒店相关规定，在18：00-09：00对酒店各营业点、重要岗位进行检查，并将问题点记录于行政总值班本中。4、每周四下午14：30由执行总经理或总经理助理带队同质检小组成员，对酒店所有部门，岗位，员工宿舍，员工餐厅，各部门办公室等区域进行检查。 5、行政人事部质检负责人每月25日下午15:00，组织质检小组对酒店进行月度检查。6、行政人事部质检负责人汇总质检小组成员的质检问题点，制作周/月质检报告，抄送执行总经理审批。7、行政人事部将审批后的质检报告发送相关部门，要求部门在3日内回复改善对策。8、行政人事部质检负责人定期对上次质检的问题点进行改善效果确认，督促部门进行整改。9、在改善期限内未按要求整改的部门，行政人事部将对其通报。若三次确认未整改的部门将根据天豪诚运酒店奖罚制度进行处罚。10、质检人员进入各部门进行质检时，各部门必须有一名领班级以上员工陪同检查。在不影响部门正常工作的原则下，提出需检查项目，请对方配合。11、检查人员发现问题，应根据相关规章制度，立即向被检对象指出问题所在或过失类别，责令其立即整改。同时，做好相关记录。12、质检中如遇重大问题、无章可循的问题或自己不能处理的问题，应当场做好有关记录，经研究后作出处理意见。13、质检记录和质检改善率，将直接影响月度/年度优秀部门评比，并根据绩效管理制度记入部门经理晋级/晋升档案。六、质检守则：1、质检工作开始前一定要首先检查好自己的仪容仪表及工作处理、质检牌/质检袖章的佩戴情况。质检员必须是遵章守纪的典范。2、质检过程中应严格执行酒店有关规章制度及检查标准，做到奖惩分明，依“法”治店，并认真做好有关记录。决不允许随心所欲，滥用职权。3、进入客房检查必须是在没有客人的情况下进行，进房前即使是空房也应先敲门后进房。4、质检中如果遇到客人应微笑问好，并主动给客人让道。5、质检中应严格做到“有错必纠”，决不允许有“得过且过”“下不为例”等不负责任的行为。6、质检中如遇被检查部门对检查出问题有异议时，应依据检查标准，给予耐心说明。但不得在公共场所或当着客人的面大声喧哗甚至发生争执。7、所有兼职质检员必须服从专职质检组长的统一调配指挥；不得意气用事以高压低。8、不得有本位主义。不得在突击检查前，向自己部门通风报信，甚至包庇自己所在部门的违纪行为。七、 质检内容NO.项目具体内容1仪容仪表类如：头发、口红、制服、指甲等，是否符合标准2礼节礼貌类如：对同事、同客人、同上司、对领导，以及接听电话时的礼节礼貌，普通话等。4卫生状态类如：要求干净彻底无死角卫生、无异味、无污渍、无四害、无灰尘、无杂物。5设施、设备类如：客用设施、内部使用设施、设备，公共区域设施设备的完好性和报修的及时性6消防类如：消防器材完好性、可靠性、畅通性。7酒店内、外部信息类如：酒店管理人员、酒店产品、营业时间、电话服务内容、外部景点介绍，交通等。8节能类如：节水、节电、节成本。9业务技能类如：业务知识、基本职能、熟练程度及灵活性。10其他酒店相关规章制度，管理规定类，如：要求符合酒店员工手册、部门规定。备注：所有楼道、过道、楼梯及大厅属每次必查范围八、 关联制度1、 绩效管理制度2、 酒店奖罚条例九、关联表格1、 质检流程2、 质检报告样式3、 质量检查表十、需要物资质检小组袖章15个附件1：质检流程项目总经理行政人事部部门检查小组关联制度OKNG审核报告存档发送部门重新审查汇总质检报告3日内对策回复改善效果确认改善对策问题点确认绩效考核制度质量检查奖罚制度不论你是新上任的或是有经验的单位主管，这本“营业部经理晋升学员手册”可以做为你在经营单位时的重要参考资料以及备忘录。营业单位经理最主要的职责就是要引导客户经理的证券事业获得成功，为了做好引导业务成功的工作consciousness, this is Government Office sector first bit of task, to first, and is duty-bound, insisted reported truth, and told truth, and out confess, and do facts, and pragmatic effect, put work of to points real put to research solution reform development stable in the of major problem Shang, put to research solution masses production life in the of urgent problem Shang, put to research solution work in the exists of highlight problem Shang, put an end to to Conference implement Conference, to file implementation file, never can makes superior of decision and deployment in a implementation Lost in the sound. System Office of the Government sector must take the lead in party and Government policies, the deployment and carry out specific targets, in the implementation efforts, for example on the implementation, on the implementation of a performance. City Government System Office to seriously implement implementation national, and Province Government system Secretary-General Office Director Conference spirit, according to around overall, grasp implementation this a general requirements, insisted reform innovation, further change management concept, and management functions, and management system and management method; insisted quality first, ensure for led, and for grass-roots, and for masses provides quality efficient service; insisted strictly rule political, efforts construction a sup