How room attendants identify star reviewers

In order to promote the development of tourism, protect the interests of tourists, and facilitate the comparison between hotels, the international community has made some regulations on the grade of hotels. According to the hotel's construction equipment, hotel scale, service quality and management level, a relatively unified grade standard has gradually been formed. The rating of the tourist hotels that pass is divided into five grades, namely one star, two stars, three stars, four stars, and five stars.

One star hotel. The equipment is simple, with two basic functions of food and accommodation, which can meet the simplest travel needs of guests and provide basic services.

Two-star hotel. The equipment is general, in addition to the basic equipment such as guest rooms and restaurants, there are comprehensive service facilities such as commodity department, post and telecommunications, hairdressing, etc., with good service quality, low charges and economic benefits.

3 star hotel. It is fully equipped, not only providing accommodation and board, but also meeting rooms, amusement halls, bars, cafes, beauty rooms and other comprehensive services.

Facility. Each room is about 20 square meters in size and is fully furnished, equipped with a refrigerator and color TV. The service quality is good, and the charging standard is standard.

Higher. It can meet the needs of middle-class tourists.

Four-star hotel. The equipment is luxurious, the comprehensive service facilities are perfect, the service items are many, the service quality is excellent, the indoor environment is arty, and the quality service is provided. This kind of hotel is often referred to as a first-class hotel in the world, and the charges are generally very high.

Five-star hotel. This is the highest level of tourist hotel. The equipment is very luxurious, the facilities are more perfect, in addition to the luxurious room facilities, the service facilities are complete.

There are a variety of restaurants, large-scale banquet halls, conference halls, and comprehensive services. It is a center for social, conference, entertainment, shopping, recreation, health and other activities. The environment is beautiful, the service quality requirements are very high, and it is a small society that is friendly and happy.

The fees are very high.

This is the year I wrote to meet the star review program, I hope to help you, in fact, the reception of the star review team is not afraid, as long as to ensure the quality of room hygiene and laundry, food delivery service, etc., the main thing is to check the hardware, and the hardware is not we can call the shots, the reception is the leader's business, pay attention to the VIP service, every time you go out to the whole whole, call the service to be fast, of course, according to the characteristics of the hotel to do personalized service better.

Taking the hotel star review as an opportunity to comprehensively improve the service skills of all employees, we will comprehensively carry out various tasks, and plan as follows:

Star Review Program.

Time content.

From August 23rd to August 31st, we will study the "Star-rated Hotel Inspection Specifications" and "China Hotel Evaluation Standards".

From September 1st to September 6th, the room was determined for self-inspection and rectification.

From September 7th to September 13th, items will be equipped according to the star rating standard.

From September 14th to September 20th, special training and personalized service for reception staff.

From September 21st to September 30th, we will welcome the self-inspection of the hotel's internal leadership team.

The main work content is the following four items:

1. In order to meet the star review review, the floor management personnel form a star review team, and the foreman uses 17:00 every day to track and implement the star review work, mainly for the inspection of relevant facilities and equipment, service quality, cleaning and hygiene. The supervisor is responsible for guiding the completion of the planning and inspection of the star rating, and each member must ensure that the assigned work is completed on time, quality and quantity.

2. The star rating team is responsible for organizing a comprehensive inspection of each floor. According to the star evaluation standards, each jurisdiction is inspected one by one and scores and reports the compliance by itself, and the problems and deficiencies of the floor are rectified in a unified manner, and the responsibilities are assigned to the team and individuals, and the inspection content includes: a. Inspection of hotel equipment, facilities and services; b. Maintenance and cleaning and sanitation inspection of equipment and facilities; c. Evaluation and inspection of service quality; d. Inspection of service and management system.

3. Implement a comprehensive rectification of the hotel hardware according to the plan. This work is led by the person in charge of each region to inspect the staff by themselves, including the ventilation system, the remaining problems of the project, the operation status of equipment and facilities, the maintenance of decoration materials and furniture, as well as the printing matter and the identification of each business area, etc., and report the problems found to the hotel for rectification one by one.

4. Formulate departmental star evaluation and excellence plans, and carry out various skills training and competitions. The star evaluation and excellence plan is organized by the department to carry out the "service star" selection activities, focusing on smiling at customers, honest service to continuously improve service standards, build Huatian service image brand, in order to improve the service awareness and operational skills of employees, each foreman formulates a corresponding training and evaluation plan.

According to the star rating plan, promote the continuous improvement of the hotel's service level and ensure the smooth achievement of the star rating.