basic principle
Treat guests equally, regardless of race, nationality, country, wealth, closeness, and appearance.
Be polite, warm and friendly to guests.
Be honest and fair to customers.
Respect national customs and do not harm national dignity.
Abide by laws and regulations, and protect the legitimate rights and interests of guests.
Basic Requirements
Appearance requirements
a. The service personnel are dignified, generous and tidy. The service personnel shall wear the work permit and meet the requirements for work.
b. The service personnel should have a natural, kind and friendly expression and advocate smiling service.
Manners and postures require civilized manners, dignified postures, active service and compliance with job specifications.
Language requirements
a. The language should be civilized, polite, concise and clear.
b. Advocate to speak Mandarin.
c. If the problem raised by the guest cannot be solved, it should be explained patiently, and not pushed or dealt with.
Business capability and skill requirements
The service personnel shall have corresponding business knowledge and skills and be able to use them skillfully.
The service quality improvement/increase system has a complete set of management systems and operating standards that are suitable for the operation of the hotel, and has inspection, supervision and handling measures.
Management system requirements
Five star hotels must provide more than 12 service process management systems, more than 10 supporting process systems and more than 8 overall functional management systems;
1. Employee handbook is available.
2. There are hotel organization chart and department organization chart.
3. Management system: mainly for the management level, such as hierarchical management system, quality control system, marketing system, material procurement system, etc. A complete hotel management system includes system name, system purpose, management responsibilities, project operation procedures (specifically including implementation level, management object, method and frequency, management work content), management division, management procedures and assessment indicators.
4. Departmental operation specification: including job description of management personnel, work relationship table of management personnel, check list of management personnel's work items, special quality management documents, work tables and quality management records.
5. Job description of service and professional technicians: describe in writing the job requirements, job conditions, shifts, channels for receiving instructions and coordination, and main job responsibilities of service and professional technicians.
6. Service items, procedures and standard specifications: according to the requirements of job descriptions for service and professional technicians, the objectives of each service item, the procedures needed to complete the objectives, and the quality standards for each procedure are described.
7. Specification of working technical standards: for the technical work of specific posts required by local competent departments and mandatory standards, such as boiler, strong and weak electricity, fire protection, food processing and production, there must be written descriptions of corresponding working technical standards, and the employees of corresponding posts must be aware of them.
8. Other certificates or documents that can explain the hotel's quality management level.
