华美达质量管理及评估手段.pptx

WELCOME TO 2 Q A;Ramada Quality Control Evaluation Tools;Objectives of 2QA;Objective of 2QA;2 Q A;Question 2 During your stay, which hotel employee (if any) has provided you with above average service?;Guest Feedback客人的反馈;Experience tells us that in the event a guest chooses to fill out a Guest Comments Form, he/she is either extremely satisfied (and feels that management should know about what has been done right) or extremely dissatisfied and that management needs to know what has gone wrong.;Guest Feedback;It must therefore be our goal to get feedback not only from the extremes of the distribution but from the large amount of guests in between the two extremes.;Guest Feedback Evaluation 客人反馈评估;Phase 1: Collecting Customer Feedback 第1阶段：收集顾客反馈 Phase 2: Evaluation of Feedback received 第2阶段：评估收到的反馈 Phase 3: Instituting Change 第3阶段：作出改进;2QA Distinct Features 2QA最显著的特征;It put the hotel’s line level staff at the core of the solution, communication and implementation 使酒店前线部门的员工处于沟通、执行及解决问题的核心。 It creates a associate recognition program which can be the basis for employee of month nomination. 能认可员工的努力付出，可作为每月优秀员工提名的必备条件。;2 Q A; ;2 Q A;The Features of 2QA;23% of our guests on average experience a problem during their stay.;Guests who have problems in other areas of the hotel often look to the Front of House staff for solutions.;2QA/ Service-related关于服务;2QA/ Asset-related关于设备;Who contributes to this program, his / her name must be entered into the database. 凡对此项目做出贡献的人，他/她的名字将被输进数据库。 If you have a condition that does not correspond to any department listed, use the “General” department provided. 如果你的问题和以下所列的任何一个部门都不对应，则使用滚动菜单里的“所有”部门。;What our Guests are telling us at Ramada Plaza TianLu Hotel Wuhan?;Hotel Top 10 Service Issues 酒店要优先改进的10项服务任务;Hotel Top 10 Service Issues 酒店要优先改进的10项服务任务;Hotel Top 10 Condition of Assets Issues 酒店要优先改进的10项资产状况任务;Hotel Top 10 Condition of Assets Issues 酒店要优先改进的10项资产状况任务; ; ;The entire hotel staff needs to be aware of the monthly prio