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The hotel serves spot administration general plan

来源: 作者:Stand originally 时间:2008-12-30 Tag: 点击:
Service quality is formed at the process in, to serving the control of quality, need is strengthened beforehand course design, the problem of the respect such as the person that solves good influence process, establishment, material, method, environment. But the situation that serves the spot is Protean. On one hand the requirement that the client can raise all sorts of expect to be less than, the serves method, configuration setting that designs formerly, and wait to the person's training, may not can satisfy the client's need; On the other hand, because all sorts of reason employee may nots are met,serve to the guest according to the requirement of the design. Because this serves deviate,the situation of the design happens possibly at any time. Service the consumption with the client is synchronous, guest consumption ends, the service is aeriform also do not have footprint, postmortem examination makes clear very hard the true condition that serves to the guest. All these, ask we strengthen the quality monitoring to serving the spot. Spot monitoring also should make the important segment of process management.   says commonly, the quality monitoring to serving the spot returns the public house take seriously quite, but the working quality of spot monitoring has very big difference however, the effect also widely different. Accordingly, improve the quality of spot monitoring, become a lot of hotels to improve the urgent affairs of quality management.   serves the problem that spot monitoring exists, basically have:     1, the first job that neglected oneself: Solve the problem of good client, make a guest satisfactory.   no matter the administrator of which one class, place oneself serves the spot, discovered the problem of the existence in the service, answer gleaning fill a vacancy, coordinate each, appropriate handles the issue of the spot, make a guest satisfactory, but some administrator are not such.   if: Some hotel recieves a large conference, total desk clerk is busy welcome a visitor, even voice dumb, when eventually opportunity easy easy is enraged, general manager appeared, he wants this clerk to sign on error sheet. After a few visitors were being welcomed in in succession because of this clerk, civilized diction is little, the smile that is hanged on the face all the time also disappeared. Although the guest is much today, come so that center, also cannot excuse. Although the clerk becomes aware grievance, but also must sign on error sheet.   hotel should manage strictly, hold to quality standard, but what meantime general manager should do above all is: The announcement takes step about personnel, or increase recieve hand, reduce the time that the client expects, or placatory the client that wait, in waiting in order to reduce a guest fretted; Remind a clerk to use honorific, the smile entertains a guest, anyhow, the reception that should make sure the client acquires high quality above all serves. However this general manager looked on beside total stage however nearly half hours, went till the guest, just want a clerk to sign, such way is very not proper. If to show strict, employee of intended sit by and watch errs, can saying is its heart can put to death. Such spot is supervised, itself quality is a problem.     2, be in charge of and lax, lack safeguards the strong desire of quality standard.   maintains the quality level of the hotel, by the service of the design the program provides a service, avoid error, this is one of main responsibility that service spot supervises. And supervisory result how, have with administrator have very big concern without the strong desire that maintains hotel quality level.   in fact, controller responsibility heart is not strong, it is the immediate cause that causes a lot of quality accidents.   south has public house of 15 stars class, when the guest is taking bread, there is a ring inside discovery, complain to the hotel then. The hotel presses the name of on ring quarter, found this female baker very quickly. Finally, fired her. This baker is taking ring knead dough, cause ring to fall into a face in, have fault really. But if the hutch division commander of the room that wrap cake fulfils him obligation seriously, the appearance appearance of employee of the close check before going to work everyday, can such thing happen?   hotel is met formulate all sorts of quality standards, but administrator should be clear, employee is not the standard job that masters actually by administrator however by the standard of the hotel. Once we are patient unqualified phenomenon exists, it exists forever. On take as one's model, get only among them, reduced a level, the performance with actual employee is possible poorer.     3. Superintend and director and do not guide, forgot the principle that improves continuously. Management of   hotel quality should carry out the principle that improves continuously. Administrator is in the spot, want to undertake be supervisoried effectively to the job of employee already, should give subordinate to improve practical guidance of the job more. A lot of administrator often also are serving the spot perambulatory, but long the room in irises and orchids does not hear his sweet, long the shop that locates abalone does not hear his smelly, they already lost acumen, become slow.   reporter ever arrived on invitation the hotel is dark visit. At 0 o'clock when hall have dinner, the clerk gives a menu first, one of changing reporter hand. Why to want to change? She explains: "A menu is new after, raised a few new cooked food. " a dining-room uses two kinds of bill of fare, the information that gives a customer is abhorrent, apparent impertinent. When our sweep dining-room, discovery has to grow long clothes tree after one's death, but above a dress was not hanged. This clothes tree should hang the dress to the client, but the client wears the jacket that doffs on the back of the chair, do not wish to let the dress break away from his custody. So, this clothes tree is redundant, put in dining-room, what can add dining room only is messy. Administrator already crossed this dining room for many times, the problem of such clearly why long-standing? Main reason depended on us losing sensitive, did not realize this is a problem.     4. Ground of consider sth as it stands handles an issue, lack systematic thinking. A lot of specific issue need handle   service spot instantly. These problems are handled how, very big to the working quality influence of employee. Everything is not isolated existence, mix however a few otherer its be closely bound up, this has the capacity that the system ponders over with respect to requirement administrator. If deviate from systematic principle, ground of consider sth as it stands tackles the problem that face, its often were not to solve a problem as a result, and just be deferred or changed a problem. For example: Some hotel has two guest room clerks, xiaolu and Xiaozheng. This day, xiaolu's responsible guest room guest just went, the visitor that enters newly came, small Lu of small Zheng Jian is busy come nevertheless, help Xiaolu first " grab a room " . At this moment her responsible guest room, the guest hangs out his shingle ask to sweep, see 20 minutes come without the person, complain to the hotel. Foreman checks the whole story, opened up small Zheng Xun: "Writing down, do not have a command later, do not go helping others, had been in charge of oneself to say again first. " the following day, circumstance just contrary, xiaozheng is so busy that Xiaozheng cannot leave hand in, small Lu Xiang goes helping dare not go again, when the class is another foreman, ask Xiaolu helps Xiaozheng " grab a room " , and rebuke Xiaolu: "Writing down, encounter such trouble later, need not ask to help on the horse. "     these two foreman think he are correct to the processing of the problem, but they did not put the issue of spot happening in the analysis in system of guest room management, processing. This kind sees only firstly, disappear secondly, consider sth as it stands handles the way of the problem, just changed a problem, caused the disorder that the spot works. In hotel site management, this kind of phenomenon is not rarely seen.     5. Become a judge only, lack the overall design of pair of oneself parts. Emphasize ambulating in   hotel management the management of type, but what should study more is how to ambulate. Some controller, place oneself spot, just carry the defect of subordinate, affiliated to a ministry of rebuke, punishment, it is the part in appropriative judge only. Discover a problem, punishment violates the personnel of discipline, this is necessary, it is the serious content of spot management. But the entire content that if think,it is spot management with respect to may not appropriate. The controller of any one class, it is a leader. The leader's duty depends on leading, directive, drive, let subordinate had done the work. Manage even if let the work that people has done the work. Accordingly, spot of controller place oneself, discover hero and heroic old practice, seasonable affirmation, praise, at least with discovery the problem is likewise important. Although subordinate err finishs sth, as the director, also should act the part of trainer above all, help subordinate finds the reason of error, correct error, draw a lesson, no longer repeat, is not to be punished finish sth. Of course this is not to say to be not punished, necessary when, also want to dare to become a judge, in order to safeguard the gravity of law and discipline. Anyhow, a controller wants overall design and the part that had acted his, this stand or fall to spot management, also be very important. 6. Monitoring is optional, the serious design with normative to monitoring lack and carry out.   designs monitoring standard seriously, the standard that presses a design strictly undertakes monitoring to serving the spot, it is the basic method that improves spot monitoring quality. The control of quality of   opposite Cheng can divide a phase to undertake: The first phase is the design of opposite Cheng, the problem such as the person that solves quality of good influence process, equipment, material, method and environment. And one of course design important facet, it is normative to process monitoring design, record of the method that wants affirmatory monitoring dot, monitoring, quality asks to wait. The 2nd phase is the normative opposite Cheng that the design presses in the process is offerred to undertake monitoring in the product, make good quality record. The 3rd phase is to all sorts of quality information undertakes analytic statistic, the improvement that is a process provides a basis. The stand or fall that monitoring standard designs, carry out strict, to serving the effectiveness count for much of spot quality monitoring, should become the question that raises spot monitoring quality to must have been solved. Origin: Profession meal net

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