《华美达国际酒店开业服务简介会(ppt45)》由会员分享，可在线阅读，更多相关《华美达国际酒店开业服务简介会(ppt45)（45页珍藏版）》请在金锄头文库上搜索。
1、Opening Presentation 華美達國際 開業服務簡介會,Contents 內容,I. TQM (Total Quality Management) and QITs (Quality Improvement Teams) 全面質量管理及質量改進團隊,II. The Ramada International Quality Assurance Program 華美達國際質量保証計划,III. 2QA and Implementation 2QA及其推行,IV. The Ramada Service Principle and the 2QA on Staff 華美達的服務原則及2Q
2、A員工的問題,I. TQM (Total Quality Management) 全面質量管理,TQM,What is TQM (甚么是全面質量管理)?,TQM is:,Total staff involvement / participation 全體員工的參與,Total commitment from GM & Dept heads 總經理和部門經理的承諾,A continuous process to drive improvements 不斷地(連續)推動改進,Management of quality improvements of both product (cleanlines
3、s & conditions) and service 對產品和服務之質量改進的管理,TQM,The importance of TQM TQM的重要性,Key success factors in hotel business (in order of importance) 從事酒店業主要的成功因素(依據重要性而排列),TQM,Quality (Product & Service) 質量(產品和服務),Price 價格,Brand 品牌,Quality Improvement Teams QITs) 質量改進團隊, Team members can be the various Depar
4、tment Heads. 團隊成員可以是不同的部門主管,QIT, Team members can be from more junior levels of different departments. 團隊成員可來自不同部門的初級員工, Team members can be from more junior levels of crossed departments. 團隊成員可來自跨部門的初級員工,The Ramada Core Values for QITs 華美達質量改進團隊的基本準則, Welcoming Staff 熱情好客的員工,QIT, Restful Sleep 寧靜的睡
5、眠, Invigorating Shower 清爽的沐浴, Exceptional Cleanliness 潔淨如洗, Ramada Breakfast 華美達早餐, Spirits to Serve 華美達服務精神,Some Other QIT Examples 其他質量改進團隊例子,QIT for every department 個別部門的質量改進團隊 Housekeeping QIT 房務部 F&B QIT 餐飲部 Front Office QIT 前台部,QIT,QITs for some key issues 質量改進團隊的一些主要事項,QIT - The Process 質量改進
6、團隊 - 過程,Project Selection (項目的選擇) Data Collection(數據的收取) Analysis(分析) Diagnose Root Cause(判斷基因) Select / Implement Solution(選擇/實施方法) Standardisation (標準) Set Up Maintenance(保養和維修的建立) Process Review(過程的回顧),QIT,Continuation / Discontinuation of QITs 質量改進團伍的持續與否,Some QITs for key issues could be dissol
7、ved once issues or problems resolved and put into the system. 部份質量改進團隊可隨著問題的解決及推行而解散,QIT,The Ramada Core Values QITs and Departmental QITs should be continuing as they are on going issues and problems. 華美達核心準則及各部門的QITs必須 持續，因這些問題及事項都是連續的,II. The Ramada International Quality Assurance Program 華美達國際質量
8、保証計划,EX.C.E.E.D.,Ex.C.E.E.D. - A Commitment to Quality (對服務的承諾),Ramadas Quality Evaluation focuses on the Control and Consistency of Ramadas 6 Core Pillars: 華美達質量評估主要集中在其六個基本準則范圍內：,1. Exceptional Cleanliness 潔凈如洗 2. Condition of Assets 酒店資產狀況 3. Empathetic Service 全神貫注/完全投入的服務態度 4. Exceptional Asset
9、 Maintenance 超卓的酒店資產保養 5. Delivery 優質服務 6. Spirit to Serve 華美達服務精神,EX.C.E.E.D.,Ex.C.E.E.D. - The Process (過程),A comprehensive two-day evaluation of the hotel s physical plant, services, cleanliness and adherence to standards. 一個為期兩天對酒店資產,服務,整洁及水平的全面性評估,Following this review, the General Manager and
10、the Owner are provided an action plan designed to significantly improve the hotels performance. 評估完成後，酒店業主及總經理將會收到一份根據酒店表現而發出的報告，并作出改善。,Results are published on the Ex.C.E.E.D. Website. 結果於Ex.C.E.E.D.的綱頁內刊出。,Ex.C.E.E.D. - The Process (過程),The following areas are evaluated for cleanliness, conditions
11、 and standards compliance: 評估將會根據以下部份的整洁，狀況及華美達標準作為準則,Guest Room 客房 Guest Bathroom 浴室 Public Space 公眾地枋 Meeting / Banquet Space 宴會廳及會議室 Food and Beverage 餐飲部 Heart of the House 酒店內部,Ex.C.E.E.D. - The Process (過程),5 Separate Areas are scored: (評分分為五部份),Service Elements 服務元素 - 酒店所有服務部門 In ALL of the h
12、otels service departments Cleanliness Elements 潔凈元素 - 酒店所有范圍 In ALL areas of the hotel Physical Condition 服產品質量元素 - 酒店所有范圍 In ALL areas of the hotel Standards Compliance & Brand Integrity 整體水平與品牌的乎合 - 酒店所有運作部門 In ALL departments of the hotel operation Graphic Standard 圖樣及印刷標準,Ex.C.E.E.D. - The Proce
13、ss (過程),Standards : (水平),Guest Rooms 客房 20% Guest Bathrooms 浴室 30% Public Space公眾地方 12% Meeting / Banquet Space 宴會廳及會議室 12% Food and Beverage餐飲部 12% Heart of the House酒店內部 14%,1 Point Deduction: non-compliance 不乎合水平要求，則被扣一分,The Core Brand Features / Required Documentation section is Pass/Fail (核心準則的
14、特點/需求文件部份是否合格),The weighting for the remaining sections is : 各部份分數的比重如下：,品牌核心特點 / 需求的文件 The Core Brand Features / Required Documentation,Fire drill documentation (within 3 months) 三個月內的防火演習文件,Fire system third party check (within 6 months, noting no deficiencies ) 六個月內由第三者發出沒有違規的消防檢驗文件,Smoke detecto
15、r test (in house / within 6 months) 六個月內內部防火系統測試文件,Capital expenditure plan for current year 現年度資產支出計划,Monthly quality committee meetings documented 每月質量評估會議文件,Ramada required training check lists for each employee 每位員工的培訓資料,Preventive Maintenance Manual - All rooms have to be PM d every quarter. 預防
16、/維修手冊 - 所有客房定期每季度作出檢查,Ex.C.E.E.D. - The Process (過程),Service: (服務),Arrival / Departure (入住/退房) 40% In-Room (客房內) 30% Food and Beverage (餐飲部) 30%,1 Point Deduction: non-compliance 不乎合服務要求，則被扣一分,The weighting for the remaining sections is : 各部份分數的比重如下：,Ex.C.E.E.D. - The Process (過程),Cleanliness and Condition 整洁及狀況,0, 1, 2 to give graduation and provide an overall view of the property 0, 1, 2分反映酒店整體的狀況,Scoring: 分數,BAI & Ramada International,A commitme
