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半山园酒店质检方案为加强酒店服务质量管理，提高酒店整体的竞争力.为保证服务质量的检查工作能够行之有效，整改工作能够主动和积极落实完成,特制定酒店质量检查规定如下： 一、酒店质量检查组织网络：酒店质量检查小组（简称质检小组）由领导小组和工作小组组成，负责酒店各部门服务质量及工作质量的检查、监督,并提出整改意见，进行跟进考核。(一）领导小组:组 长：总经理（林铁峰) 副组长：总经理助理（朱科) 组 员：财务总监（耿婷)、总经理助理（朱科）、总经理助理（张权）、质检培训部经理（)、大堂经理(张义雪)(二)工作小组：组 长：总经理助理（朱科) 副组长：质检培训部经理（)、大堂经理(张义雪)组 员:行政总厨(曾卓丰)、工程部经理(邬工）、房务部经理（邓方亮)、人事部助理（李艳）、人事主管(张艳丽）、中餐厅经理（文明）、西餐厅经理（）、大堂副理（）、 二、酒店质量检查项目范围：1、总体要求（包括管理制度与规范的执行情况、员工素养）2、前厅（包括总机、预定、入住登记、行李服务、叫醒服务、结账、商务中心及前厅的维护修保养与卫生清洁）3、客房（包括整理客房服务、开夜床服务、洗衣服务、微型酒吧服务、客房维护修保养与清洁卫生）4、餐饮(包括自助餐早餐服务、正餐服务、大堂吧服务、送餐服务、餐饮区域维护修保养与清洁卫生）5、公共、后台区域(包括周围环境、楼梯走廊电梯厅维护保养、公共卫生间、后台区域)勿忘国耻当思国运.抚今追昔,百感化作一念：当苦日子离去的时间越久远,当富日子光临的越急匆,我们心系国家、民族的命运thesamedirectionofrotation90°or180°for;aftereachdiscrotorwhenmeasuringpositionalignmentofthetwohalfcouplingconstant,shouldalsobeintermsofaccuracyandconsistency.Surfacedeviationmeasurement,mustinevery180degreescorrespondingtothetworadiiareequaltoeachotherinordertoeliminateerrorscausedbymovementoftherotor.Onlyasupportbearingoftherotor,WAcouplings,suchastheuseoftemporaryleavetheCenter,shouldpayattentiontokeeptherotorinthemeasuringprocessinthecenterofthebearingoilretainingthenestdoesnotchange.Steamoilblock,thereshouldbesufficientclearancebetweentherotorand,inrotorsmakesurerotorisnotontheblockorsealoil.Atthetimeofmeasurement,connectionsarenotallowedbetweentworotors,eachinafreeState.Notallowedincaseofassembledsleeve,Centerworkonthetoothedcoupling.Couplingtoolshouldhaveadequatestiffness,installationmustbesecureandreliable.CouplingCenterusingadialindicator,thetableshouldbeputinprisonandavoidtouching,toensurecorrectmeasurement.Couplingdiscafteraweektoreturntotheoriginalposition,circumferenceofdialgaugereadingshouldbeabletogobacktotheoriginalvalue.Whenmeasuringtheclearanceofend,intothefeelerofthegapshouldnotexceedfouratatime,whenthegapistoolarge,youcanusethegasketwiththefeelergaugemeasurementofgaugeblocksorfinishing.bearingsurface,markupshouldbeinaccordancewiththemountingsupportpads,andretestthethickness.Oncetheliftingcylindermeasurementofsurfaceandinternalcylindersurfaceheightdifference,comparedwiththeoriginalvaluesconfirmthelocation.Internalverticalandhorizontalcylinderunderstatekeyinsertioninstallationcomplexmeasuringcylinderinaxialposition.Bottom
16、其他服务项目（包括会议宴会服务、更衣室） 三、酒店质量检查运行模式： (一)酒店质检小组工作原则：1、参加质检工作的人员在熟知《旅游饭店星级的划分与评定释义》前提下要以认真负责的态度，以实事求是为原则，并参照《旅游饭店星级的划分与评定释义》及酒店其它制度《员工手册》，客观的展开质检工作，服从酒店领导及质检小组的工作安排。2、质检中如果出现有疑问的事件或无法判定的内容，要如实的记录在质检情况表上，并提出个人看法。3、在质检过程中，即时记录酒店领导的工作指示。 (二）酒店质检工作的运作方式： 1、每周一次定期检查，参加人员由质检工作小组组长确定，并出具周质检报告（附件1）；每两月一次检查,由质检工作小组组长通知安全部、工程部负责人或部门指定人员以及相关人员参加，进行对酒店安全设施设备与维护保养进行全面性检查，并指定由被检部门人员做好现场记录并出具质检报告（附件3），届时由质检工作小组汇总核对；每季度一次抽查，邀请酒店质检领导小组成员或外请业内人士、旅游局专家会同酒店质检工作小组一起对酒店进行抽查，并出具专业报告（附件2、附件4）。 2、质检时部门应派服务人员在现场会同质检工作小组接受检查。 3、检查过程中发现的问题，质检工作小组组长应指定人员及被检部门陪同人员做好详细记录，便于被检部门调查问题责任原因。4、质检小组将检查结果汇总后，将出现的问题填写好“质检报告”（附件1）发至各部门.5、各部门经理在“质检报告”上填写纠正措施及纠正时间,并签字确认后“质检报告”反馈到质检小组。6、质检小组依据“质检报告”上的整改计划和结果进行复查，并将结果反馈到质检领导小组审阅。勿忘国耻当思国运.抚今追昔,百感化作一念：当苦日子离去的时间越久远,当富日子光临的越急匆,我们心系国家、民族的命运thesamedirectionofrotation90°or180°for;aftereachdiscrotorwhenmeasuringpositionalignmentofthetwohalfcouplingconstant,shouldalsobeintermsofaccuracyandconsistency.Surfacedeviationmeasurement,mustinevery180degreescorrespondingtothetworadiiareequaltoeachotherinordertoeliminateerrorscausedbymovementoftherotor.Onlyasupportbearingoftherotor,WAcouplings,suchastheuseoftemporaryleavetheCenter,shouldpayattentiontokeeptherotorinthemeasuringprocessinthecenterofthebearingoilretainingthenestdoesnotchange.Steamoilblock,thereshouldbesufficientclearancebetweentherotorand,inrotorsmakesurerotorisnotontheblockorsealoil.Atthetimeofmeasurement,connectionsarenotallowedbetweentworotors,eachinafreeState.Notallowedincaseofassembledsleeve,Centerworkonthetoothedcoupling.Couplingtoolshouldhaveadequatestiffness,installationmustbesecureandreliable.CouplingCenterusingadialindicator,thetableshouldbeputinprisonandavoidtouching,toensurecorrectmeasurement.Couplingdiscafteraweektoreturntotheoriginalposition,circumferenceofdialgaugereadingshouldbeabletogobacktotheoriginalvalue.Whenmeasuringtheclearanceofend,intothefeelerofthegapshouldnotexceedfouratatime,whenthegapistoolarge,youcanusethegasketwiththefeelergaugemeasurementofgaugeblocksorfinishing.bearingsurface,markupshouldbeinaccordancewiththemountingsupportpads,andretestthethickness.Oncetheliftingcylindermeasurementofsurfaceandinternalcylindersurfaceheightdifference,comparedwiththeoriginalvaluesconfirmthelocation.Internalverticalandhorizontalcylinderunderstatekeyinsertioninstallationcomplexmeasuringcylinderinaxialposition.Bottom
2 7、如部门未及时反馈结果或不予整改、处理、重复出现同一问题,质检工作小组将提请酒店在行政例会上进行通报,并要视情况对所在部门负责人进行相应的经济考核。8、质检中如有争议的问题，上报由酒店质检领导小组协调处理，视情况决定是否处罚。 （三)酒店质检渠道：A、直接检查;B、值班记录；C、其他人或部门反馈； D、客人投诉；E、宾客意见表等.（四）2011年质量检查每月主题一览:一月:公共区域月。以酒店公共区域卫生为主，以前厅服务质量、前厅的维护保养与清洁、客房的维护保养与清洁、餐饮服务质量、餐饮区域维护保养与清洁、为辅助进行逐一检查并汇总。二月：员工素养月。以酒店员工仪容仪表得体，着装统一,体现岗位特色；工服整洁、熨烫平整，鞋袜整洁一致；佩戴名牌，着装效果为主,以前厅服务质量、前厅的维护保养与清洁、客房服务质量、客房的维护保养与清洁、餐饮服务质量、餐饮区域维护保养与清洁、会议宴会服务及公共后台区域为辅助进行逐一检查并汇总。三月：客房质量月。以客房服务质量、客房的维护保养与清洁为主，以员工仪容仪表得体，着装统一、前厅服务质量、前厅的维护保养与清洁、餐饮服务质量、餐饮区域维护保养与清洁、会议宴会服务及公共后台区域为辅助进行逐一检查并汇总。四月：食品质量月。以餐饮服务质量、餐饮区域维护保养为主，以员工仪容仪表得体，着装统一、前厅服务质量、前厅的维护保养与清洁、会议宴会服务及公共后台区域为辅助进行逐一检查并汇总。五月：维护保养月。以安全设施设备与维护保养为主，以地理位置、围环境、建筑结构及功能布局、公共系统、前厅、客房、餐饮、安全设施、员工设施、特色类别为辅助进行逐一检查并汇总。勿忘国耻当思国运.抚今追昔,百感化作一念：当苦日子离去的时间越久远,当富日子光临的越急匆,我们心系国家、民族的命运thesamedirectionofrotation90°or180°for;aftereachdiscrotorwhenmeasuringpositionalignmentofthetwohalfcouplingconstant,shouldalsobeintermsofaccuracyandconsistency.Surfacedeviationmeasurement,mustinevery180degreescorrespondingtothetworadiiareequaltoeachotherinordertoeliminateerrorscausedbymovementoftherotor.Onlyasupportbearingoftherotor,WAcouplings,suchastheuseoftemporaryleavetheCenter,shouldpayattentiontokeeptherotorinthemeasuringprocessinthecenterofthebearingoilretainingthenestdoesnotchange.Steamoilblock,thereshouldbesufficientclearancebetweentherotorand,inrotorsmakesurerotorisnotontheblockorsealoil.Atthetimeofmeasurement,connectionsarenotallowedbetweentworotors,eachinafreeState.Notallowedincaseofassembledsleeve,Centerworkonthetoothedcoupling.Couplingtoolshouldhaveadequatestiffness,installationmustbesecureandreliable.CouplingCenterusingadialindicator,thetableshouldbeputinprisonandavoidtouching,toensurecorrectmeasurement.Couplingdiscafteraweektoreturntotheoriginalposition,circumferenceofdialgaugereadingshouldbeabletogobacktotheoriginalvalue.Whenmeasuringtheclearanceofend,intothefeelerofthegapshouldnotexceedfouratatime,whenthegapistoolarge,youcanusethegasketwiththefeelergaugemeasurementofgaugeblocksorfinishing.bearingsurface,markupshouldbeinaccordancewiththemountingsupportpads,andretestthethickness.Oncetheliftingcylindermeasurementofsurfaceandinternalcylindersurfaceheightdifference,comparedwiththeoriginalvaluesconfirmthelocation.Internalverticalandhorizontalcylinderunderstatekeyinsertioninstallationcomplexmeasuringcylinderinaxialposition.Bottom
3六月:操作技能培训月。以餐饮服务技能标准为主，以前厅服务质量、前厅的维护保养与清洁、客房服务质量、客房的维护保养与清洁、会议宴会服务及公共后台区域为辅助进行逐一检查并汇总。七月：制度管理月。以部门制度规范为主，以员工仪容仪表得体，着装统一、前厅服务质量、前厅的维护保养与清洁、客房服务质量、客房的维护保养与清洁、饮服务质量、餐饮区域维护保养与清洁、会议宴会服务及公共后台区域为辅助进行逐一检查并汇总。八月：节能减排月.以酒店营业场所及办公区域节能为主,以员工仪容仪表得体,着装统一、前厅服务质量、前厅的维护保养与清洁、会议宴会服务及公共后台区域为辅助进行逐一检查并汇总。九月：服务程序月。以客房服务标准程序为主，以安全设施设备与维护保养、地理位置、围环境、建筑结构及功能布局、公共系统、前厅、餐饮、安全设施、员工设施、特色类别为辅助进行逐一检查并汇总。十月：应知应会月。以酒店应知应会为主,以员工仪容仪表得体，着装统一,体现岗位特色;工服整洁、熨烫平整，鞋袜整洁一致；佩戴名牌,着装效果、前厅服务质量、前厅的维护保养与清洁、客房服务质量、客房的维护保养与清洁、餐饮服务质量、餐饮区域维护保养与清洁、会议宴会服务及公共后台区域为辅助进行逐一检查并汇总.十一月：模拟访查月。以饭店营运质量为主，以酒店员工仪容仪表得体，着装统一，体现岗位特色；工服整洁、熨烫平整，鞋袜整洁一致;佩戴名牌，着装效果为主，以前厅服务质量、前厅的维护保养与清洁、客房服务质量、客房的维护保养与清洁、餐饮服务质量、餐饮区域维护保养与清洁、会议宴会服务及公共后台区域为辅助进行逐一检查并汇总。十二月：质检台账月。以查阅各部门年度台账为主，以餐饮服务技能标准、前厅服务质量、前厅的维护保养与清洁、客房服务质量、客房的维护保养与清洁、会议宴会服务及公共后台区域为辅助进行逐一检查并汇总。★在每月主题月检查的基础上,根据《旅游饭店运营质量评价表》及《旅游饭店设施设备评分表》,上报酒店质检领导小组审阅的同时，及时做好次月主题月的计划工作汇报.勿忘国耻当思国运.抚今追昔,百感化作一念：当苦日子离去的时间越久远,当富日子光临的越急匆,我们心系国家、民族的命运thesamedirectionofrotation90°or180°for;aftereachdiscrotorwhenmeasuringpositionalignmentofthetwohalfcouplingconstant,shouldalsobeintermsofaccuracyandconsistency.Surfacedeviationmeasurement,mustinevery180degreescorrespondingtothetworadiiareequaltoeachotherinordertoeliminateerrorscausedbymovementoftherotor.Onlyasupportbearingoftherotor,WAcouplings,suchastheuseoftemporaryleavetheCenter,shouldpayattentiontokeeptherotorinthemeasuringprocessinthecenterofthebearingoilretainingthenestdoesnotchange.Steamoilblock,thereshouldbesufficientclearancebetweentherotorand,inrotorsmakesurerotorisnotontheblockorsealoil.Atthetimeofmeasurement,connectionsarenotallowedbetweentworotors,eachinafreeState.Notallowedincaseofassembledsleeve,Centerworkonthetoothedcoupling.Couplingtoolshouldhaveadequatestiffness,installationmustbesecureandreliable.CouplingCenterusingadialindicator,thetableshouldbeputinprisonandavoidtouching,toensurecorrectmeasurement.Couplingdiscafteraweektoreturntotheoriginalposition,circumferenceofdialgaugereadingshouldbeabletogobacktotheoriginalvalue.Whenmeasuringtheclearanceofend,intothefeelerofthegapshouldnotexceedfouratatime,whenthegapistoolarge,youcanusethegasketwiththefeelergaugemeasurementofgaugeblocksorfinishing.bearingsurface,markupshouldbeinaccordancewiththemountingsupportpads,andretestthethickness.Oncetheliftingcylindermeasurementofsurfaceandinternalcylindersurfaceheightdifference,comparedwiththeoriginalvaluesconfirmthelocation.Internalverticalandhorizontalcylinderunderstatekeyinsertioninstallationcomplexmeasuringcylinderinaxialposition.Bottom
4（五）酒店质检路线设计线路一：从客梯→2206总统套房→20楼泓逸轩行政廊→2012行政单间→17楼抽一间套房→10楼抽一间单间→10楼层消毒间→821残疾人用房→客梯→5F亚餐→康乐健身设施→康乐的服务吧台→棋牌室(查1个包厢→美容美发→植思丽→4F休闲服务台检查2个包厢→客梯→3F厨房→3F宴会厅→3FVIP888→商务中心→小会议室→客梯→2F包间（12号）→2F厨房→2F御泓轩零点厅→卡萨布莱卡歌厅对面的消防通道→夹层→总仓库→培训教室，员工阅览室→员工食堂→制服房→女员工更衣室→回二楼员工楼梯至二楼客梯→1楼残疾人卫生间→行李寄存处→总台→贵重物品寄存处→商场→1F自助餐→西厨房→大堂吧→客梯→地下室→洗衣房→工程维修部办公室→客梯回一楼大堂→保安部监控室→打卡室→男员工更衣室。线路二：大堂吧→总台→贵重物品寄存处→商场→西餐厅→西厨房→行李寄存处→1F残疾人卫生间→客梯→12号包间→2F厨房间→2F零点厅→卡萨布莱卡歌厅对面的消防通道→总仓库→培训教室,员工阅览室→员工食堂→制服房→女员工更衣室→回二楼员工楼梯至二楼客梯→客梯→3F宴会厅→888包间→商务中心→小会议室→观光梯→4F休闲→客梯→5F亚餐→康体中心→康乐的服务吧台→棋牌室→美容美发→植思丽→客房 附件4：饭店运营质量评分总表页码项 目标准得分 实际得分总体要求 优良中差 178管理制度42 28147 178员工素养181263 小计60 实际得分 得分率：（实际得分）/该项总分＊100%= 前 厅勿忘国耻当思国运.抚今追昔,百感化作一念：当苦日子离去的时间越久远,当富日子光临的越急匆,我们心系国家、民族的命运thesamedirectionofrotation90°or180°for;aftereachdiscrotorwhenmeasuringpositionalignmentofthetwohalfcouplingconstant,shouldalsobeintermsofaccuracyandconsistency.Surfacedeviationmeasurement,mustinevery180degreescorrespondingtothetworadiiareequaltoeachotherinordertoeliminateerrorscausedbymovementoftherotor.Onlyasupportbearingoftherotor,WAcouplings,suchastheuseoftemporaryleavetheCenter,shouldpayattentiontokeeptherotorinthemeasuringprocessinthecenterofthebearingoilretainingthenestdoesnotchange.Steamoilblock,thereshouldbesufficientclearancebetweentherotorand,inrotorsmakesurerotorisnotontheblockorsealoil.Atthetimeofmeasurement,connectionsarenotallowedbetweentworotors,eachinafreeState.Notallowedincaseofassembledsleeve,Centerworkonthetoothedcoupling.Couplingtoolshouldhaveadequatestiffness,installationmustbesecureandreliable.CouplingCenterusingadialindicator,thetableshouldbeputinprisonandavoidtouching,toensurecorrectmeasurement.Couplingdiscafteraweektoreturntotheoriginalposition,circumferenceofdialgaugereadingshouldbeabletogobacktotheoriginalvalue.Whenmeasuringtheclearanceofend,intothefeelerofthegapshouldnotexceedfouratatime,whenthegapistoolarge,youcanusethegasketwiththefeelergaugemeasurementofgaugeblocksorfinishing.bearingsurface,markupshouldbeinaccordancewiththemountingsupportpads,andretestthethickness.Oncetheliftingcylindermeasurementofsurfaceandinternalcylindersurfaceheightdifference,comparedwiththeoriginalvaluesconfirmthelocation.Internalverticalandhorizontalcylinderunderstatekeyinsertioninstallationcomplexmeasuringcylinderinaxialposition.Bottom
5 优良中差 178总机12 840 179预定151050 179入住登记15 1050 179＊行李服务151050 179礼宾、问询服务12840 179＊叫醒服务6420 179结账9630 179前厅维护保养与清洁卫生271890 小计111 实际得分 得分率：（实际得分)/该项总分＊100%= 客 房 优良中差 180客房服务质量12840 180*开夜床服务181260 180＊洗衣服务12840 181*微型酒吧12840 181客房维护保养与清洁卫生7248240 小计126 实际得分 得分率：(实际得分）/该项总分＊100%= 餐 饮 优良中差 182自助餐服务241680 182正餐服务3020100 182＊酒吧服务(大堂吧、茶吧）3322110 183餐饮区域维护保养与清洁卫生3020100 小计117 实际得分 得分率：（实际得分）/该项总分*100％= 其他服务项目 优良中差 183*会议、宴会服务271890 184＊健身房151050 184＊游泳池181260 184＊更衣室12840 184＊商务中心、商店、休闲娱乐项目12840 小计84 实际得分 得分率：（实际得分）/该项总分*100%= 公共、后台区域 优良中差 185周围环境9630 勿忘国耻当思国运.抚今追昔,百感化作一念：当苦日子离去的时间越久远,当富日子光临的越急匆,我们心系国家、民族的命运thesamedirectionofrotation90°or180°for;aftereachdiscrotorwhenmeasuringpositionalignmentofthetwohalfcouplingconstant,shouldalsobeintermsofaccuracyandconsistency.Surfacedeviationmeasurement,mustinevery180degreescorrespondingtothetworadiiareequaltoeachotherinordertoeliminateerrorscausedbymovementoftherotor.Onlyasupportbearingoftherotor,WAcouplings,suchastheuseoftemporaryleavetheCenter,shouldpayattentiontokeeptherotorinthemeasuringprocessinthecenterofthebearingoilretainingthenestdoesnotchange.Steamoilblock,thereshouldbesufficientclearancebetweentherotorand,inrotorsmakesurerotorisnotontheblockorsealoil.Atthetimeofmeasurement,connectionsarenotallowedbetweentworotors,eachinafreeState.Notallowedincaseofassembledsleeve,Centerworkonthetoothedcoupling.Couplingtoolshouldhaveadequatestiffness,installationmustbesecureandreliable.CouplingCenterusingadialindicator,thetableshouldbeputinprisonandavoidtouching,toensurecorrectmeasurement.Couplingdiscafteraweektoreturntotheoriginalposition,circumferenceofdialgaugereadingshouldbeabletogobacktotheoriginalvalue.Whenmeasuringtheclearanceofend,intothefeelerofthegapshouldnotexceedfouratatime,whenthegapistoolarge,youcanusethegasketwiththefeelergaugemeasurementofgaugeblocksorfinishing.bearingsurface,markupshouldbeinaccordancewiththemountingsupportpads,andretestthethickness.Oncetheliftingcylindermeasurementofsurfaceandinternalcylindersurfaceheightdifference,comparedwiththeoriginalvaluesconfirmthelocation.Internalverticalandhorizontalcylinderunderstatekeyinsertioninstallationcomplexmeasuringcylinderinaxialposition.Bottom
6185楼梯、走廊、电梯厅241680 185公共卫生间241680 185后台区域4530150 小计102 实际得分 得分率：(实际得分）/该项总分*100％= 总分600质检组签字及日期： 领导小组签字及日期：勿忘国耻当思国运.抚今追昔,百感化作一念：当苦日子离去的时间越久远,当富日子光临的越急匆,我们心系国家、民族的命运thesamedirectionofrotation90°or180°for;aftereachdiscrotorwhenmeasuringpositionalignmentofthetwohalfcouplingconstant,shouldalsobeintermsofaccuracyandconsistency.Surfacedeviationmeasurement,mustinevery180degreescorrespondingtothetworadiiareequaltoeachotherinordertoeliminateerrorscausedbymovementoftherotor.Onlyasupportbearingoftherotor,WAcouplings,suchastheuseoftemporaryleavetheCenter,shouldpayattentiontokeeptherotorinthemeasuringprocessinthecenterofthebearingoilretainingthenestdoesnotchange.Steamoilblock,thereshouldbesufficientclearancebetweentherotorand,inrotorsmakesurerotorisnotontheblockorsealoil.Atthetimeofmeasurement,connectionsarenotallowedbetweentworotors,eachinafreeState.Notallowedincaseofassembledsleeve,Centerworkonthetoothedcoupling.Couplingtoolshouldhaveadequatestiffness,installationmustbesecureandreliable.CouplingCenterusingadialindicator,thetableshouldbeputinprisonandavoidtouching,toensurecorrectmeasurement.Couplingdiscafteraweektoreturntotheoriginalposition,circumferenceofdialgaugereadingshouldbeabletogobacktotheoriginalvalue.Whenmeasuringtheclearanceofend,intothefeelerofthegapshouldnotexceedfouratatime,whenthegapistoolarge,youcanusethegasketwiththefeelergaugemeasurementofgaugeblocksorfinishing.bearingsurface,markupshouldbeinaccordancewiththemountingsupportpads,andretestthethickness.Oncetheliftingcylindermeasurementofsurfaceandinternalcylindersurfaceheightdifference,comparedwiththeoriginalvaluesconfirmthelocation.Internalverticalandhorizontalcylinderunderstatekeyinsertioninstallationcomplexmeasuringcylinderinaxialposition.Bottom
