Who has specific reward and punishment standards for hotel quality inspection?

Detailed rules for quality inspection, assessment, rewards and punishments

(20 1 1 year)

The hotel is committed to creating a clear management atmosphere of rewards and punishments within the hotel, so as to combine ideological and political work with rewards and punishments. Specially formulate the reward and punishment regulations for pneumatic hotels. The hotel will revise this regulation at any time according to the needs of the work, and the final interpretation right belongs to the general manager's office of the hotel; I hope all employees can abide by and implement all the rules and regulations of the hotel.

Incentive regulations

In order to strengthen enterprise management, commend positive employees, improve customer satisfaction, and enhance enterprise service level and external image, if employees have the following outstanding behaviors and outstanding performances, the hotel will give spiritual encouragement and material rewards (bonus 20 yuan -500 yuan) according to actual performance.

First, the form of reward.

1. Spiritual reward: verbal praise, notification of praise, and priority to go out for inspection or training.

2. Material rewards: cash, prizes, pennants and badges.

3. Administrative rewards: meritorious service and promotion.

Second, the incentive plan

All awards shall be submitted in writing by the department head and signed by the hotel office.

Third, the reward project

1. roll call service award: roll call service means that customers are familiar with waiters, customers explicitly ask a waiter to serve them, and ordinary customers spend at least the second time in our store. (Note: The roll call service is only for waiters. )

2. Customer's verbal praise award: Customer's verbal praise refers to the verbal praise given by the customer to the service personnel when the hotel supervisor or company personnel are traveling.

3. General Manager's Oral Praise Award: The oral praise of the general manager of the hotel refers to the praise of the service personnel by the person in charge of the company or the deputy general manager of the hotel.

4. Written praise award: Written praise refers to the written praise written by the customer in the customer's guest book. (Title/waiter's name is invalid without clear praise)

5.gfd Award: the result obtained by the foreman of each department to evaluate the gfd of the employees of each department every day according to the requirements of the hotel gfd; The first place won the gfd award. (including outstanding voters of the Finance Department of the Government under this Department every month)

6. Service Star Award: the foreman of each department evaluates the service of his department according to the hotel service standard every day, and the first one wins the service star award. Emergency promotion (including outstanding voters of the monthly service star of the department).

7. Promotion Award: the promotion award of fast-selling or high-end selling vegetables in the kitchen department (obtained from the performance and signed by the chef).

8. Annual Advanced Individual Award: department nomination, office audit, general manager's office research, and board approval.

9. Outstanding Manager Award of the Year: At the end of each year, all employees of the whole store evaluate all managers (except deputy general manager and general manager) in the whole store, and the first one wins the Outstanding Manager Award of the Year.

10. Smile Ambassador Award: The foreman of each department won the first place in the Smile Ambassador Award based on the results obtained by evaluating the smile of his department according to the hotel regulations. (including departmental monthly smile ambassador award)

1 1. Quarterly assessment award: all employees will assess the employees who have won the first prize, the second prize and the third prize every quarter.

12. environmental health award: the first place in each department in the weekly health inspection won the environmental health award.

13. Reward for reporting: All hotel staff who use hotel resources to seek illegitimate interests, accept bribes, destroy public and private property and other serious violations of discipline and law will be rewarded for reporting.

14. Treasure Hunt Award: Treasure Hunt Award (worth more than 50 yuan) will be awarded if it is verified.

15. Courageous Award: Courageous Award for advocating noble moral sentiments, maintaining social justice, being courageous and standing up to protect hotel property.

16. store honor award: those who win the top three in various competitions at or above the district level will win the store honor award.

17. Energy saving and consumption reduction award: open source and reduce expenditure, with remarkable achievements;

18. Dedication Award: those who are loyal to their duties, are serious and responsible for their work, and establish a good reputation for the hotel.

19. Benefit Award: those who have worked hard and made great contributions to the social and economic interests of the hotel;

20. Find signs of accidents and take timely measures to recover heavy losses;

2 1. Improve the management system, strengthen management, and improve the standardized management level of hotels;

22. Insist on being polite, enthusiastic, active, patient and considerate, and get written praise or praise from guests many times throughout the year;

23. Think about what the guests think, worry about what the guests are in a hurry, and try your best to solve problems for the guests;

24 for the public security department cracked a case, actively provide accurate clues, praised by the public security department;

25. Actively reflect the newcomers and new things in the hotel and be adopted by provincial and municipal news organizations;

26. Those who have obtained academic certificates and grade certificates recognized by the state or industry through self-study after work.

27. The hotel recommended that participants in all kinds of studies obtain nationally recognized academic qualifications within the prescribed study period, and were rated as "excellent students";

28. Innovative dishes are not only welcomed by guests, but also have good economic benefits;

Penalty clause

In view of the implementation of departmental performance pay system in the hotel, in order to improve the economic benefits of the hotel, mobilize the enthusiasm and coordination of various departments, improve service quality, correct work attitude and prevent the error rate from rising. Employees of all departments of the hotel should strictly implement the hotel rules and regulations, and violators will be punished according to the following regulations; Managers of all departments who violate or conceal the following regulations will be dealt with twice:

First, the form of punishment.

1, education punishment: verbal warning, serious warning, informed criticism.

2. Economic penalty: fine 20 yuan -500 yuan and take back the pennant and badge.

3. Administrative sanctions: demerit recording, suspension of inspection, demotion, dismissal, dismissal, and investigation of legal responsibilities.

Second, the punishment procedure:

1, twice for minor negligence, once for warning, three times for minor negligence, twice for warning, once for demerit, once for gross negligence 1 time, once for gross negligence, twice for demerit, twice for demerit, and the labor contract is dissolved in violation of discipline; Gross negligence 1 time, termination of labor contract due to violation of discipline. (Note: fine for minor negligence: 20- 100 yuan, fine for serious negligence: 100-300 yuan, and fine for serious negligence: 300-500 yuan. )

2. Employees who cause direct economic losses to the hotel due to negligence will be punished according to the corresponding proportion.

3. Managers at all levels who commit various faults will be punished according to the principle of aggravating one level.

5. Management personnel who fail to handle or report the fault discovery according to regulations shall be treated as shielding and dereliction of duty once found.

6. Employees who resign or terminate the labor contract (including disciplinary dismissal and dismissal) must go through the formalities before leaving the hotel, otherwise the hotel will pursue the responsibility of the parties through the labor department and legal procedures.

Third, the classification of punishment.

(1) Organizational discipline

1. Singing at work. (10 yuan)

2. Answer, send and make personal calls without permission during working hours. (10 yuan)

3. Sleep during office hours. (20 yuan)

4. Eat snacks during office hours. (10 yuan)

5. Talk about things unrelated to work or laugh at work. (10 yuan)

6. Read books, newspapers, listen to music and watch TV during working hours. (20 yuan)

7. Get together to chat during office hours, and (10 yuan) get together to chat across departments. (20 yuan)

8. Play chess and cards during working hours or in the workplace. (50 yuan, suspended for inspection in severe cases)

9. Leave without the approval of the superior. (20 yuan)

10. Take friends and relatives around the hotel or bring non-employees into the workplace without permission. (10 yuan)

1 1. Meeting guests privately during working hours or not at the designated place of the hotel. (10 ~ 20 yuan)

12. Work with emotion. (10 ~ 30 yuan, if the circumstances are serious, the inspection will be suspended)

13. People who bring personal bags, cigarettes and other things unrelated to work into the workplace and smoke in the workplace (10 ~ 20 yuan)

14. Drink alcohol before or during class or bring alcohol to work without permission. (50 yuan, suspended for inspection in severe cases)

15. Subordinates ask for instructions. (10 ~ 20 yuan)

16. Disobeying distribution and management or slacking, (20 ~ 30 yuan, suspended for inspection in severe cases)

17. Refuse to accept the task and disobey the normal transfer. (50 yuan, suspended for inspection in serious cases ~ dismissed)

18. shirking, resisting and disobeying management in disguised form. (20~50 yuan, suspended for inspection in serious cases ~ dismissed)

19. Not accepting the inspection, with a bad attitude. (20~50 yuan, suspended for inspection in serious cases ~ dismissed ~ dismissed)

20. Have opinions on hotel regulations and handling, express opinions without organization, and (20 yuan, in severe cases, suspend inspection) pester and make trouble. (Suspension inspection ~ dismissal ~ dismissal)

2 1. Concealing faults, withholding information, deceiving superiors and deceiving subordinates, shielding those who are at fault and covering up the situation. (30 yuan, suspended for inspection in severe cases)

Fraud. (20~50 yuan, suspended for inspection in serious cases ~ dismissed)

23. The mobile phone attending the meeting may not be in the vibration position. (10 yuan)

24. Failing to participate in various meetings, studies and other group activities organized by the hotel as required. (10~20 yuan)

25. Participate in hotel collective activities, regardless of the overall situation, do not listen to instructions, and do not obey management. (20~50 yuan, suspended for inspection in severe cases)

26. Group activities are booing, drumming and booing. (20~50 yuan, suspended for inspection in severe cases)

27. It is impolite to take part in group activities in hotels. (20~50 yuan, suspended for inspection in severe cases)

28. Disrupting the order of the meeting. (20~50 yuan, suspended for inspection in serious cases ~ dismissed ~ dismissed)

29. Playing in the dormitory and talking loudly will affect others' rest. (Hairong Accommodation) (20~50 yuan)

30. Wear unauthorized clothes, (10 yuan)

3 1. Stay at work or business premises for no reason after work. (10~20 yuan)

32. Watch TV in the guest room without authorization, and do not use the passenger elevator facilities and equipment according to regulations. (10~20 yuan)

33. Wandering around the hotel with wine. (50 yuan, suspended for inspection in serious cases)

34. Take outsiders into the guest room to watch TV, take a bath and spend the night. (dismissal ~ dismissal as appropriate)

35. As for employees, the meal time is too long, exceeding the prescribed time. (10 yuan)

36. privately lead relatives and friends to have a working meal in the staff canteen. (10~20 yuan)

37. Cooking personal food in the hotel without authorization (10~20 yuan)

38. Stealing hotel food and drinks. (50 yuan)

39. Luanchuan dormitory. (Hairong Dormitory) (20 yuan)

40. Bring guest supplies and shop supplies into the dormitory. (Hairong Dormitory) (50~ 100 Yuan)

4 1. Take people into the dormitory without authorization. (Hairong Dormitory) (20 yuan)

42. Take advantage of work and entrust guests to handle private affairs. (20 ~ 50 yuan, suspended for inspection in severe cases)

43. Use hotel facilities for personal work. (20 yuan ~ 50 yuan, the inspection is suspended due to serious circumstances)

44. Use hotel materials to do private work. (20 ~ 50 yuan, suspended for inspection in serious cases ~ dismissed ~ dismissed)

45. Use the convenience of work to promote and sell non-hotel products. (100 yuan, suspended for inspection in serious cases)

46. Unauthorized exchange or withdrawal of foreign exchange. (dismissal ~ dismissal)

47. Take advantage of work and engage in malpractices for personal gain. (dismissal ~ dismissal)

48. Friends and relatives come to the store to spend little or no money. (Suspension inspection ~ dismissal ~ dismissal)

49. Falsely reporting accounts, practicing fraud, engaging in malpractice in partnership or destroying or altering all kinds of original records, bills and documents, and using paid accounts to collect fees from guests and deliberately adding or subtracting them to enrich themselves. (Dismissed and investigated for legal responsibility)

50. Accept gifts or tips from others and hide them from the public. (Suspension inspection ~ dismissal ~ dismissal)

5 1. Asking for tips from guests, accepting bribes or offering bribes to others. (Suspension of inspection until dismissal and legal liability)

52. Failing to handle the items left by the guests according to regulations. (10~50 yuan)

53. Unauthorized use of the guest's belongings. (Suspension inspection ~ dismissal ~ dismissal)

54. Bringing in and taking out company goods without permission, and refusing to be inspected. (100 yuan, suspended for inspection in serious cases)

55. Gifts withheld from guests (including coupons). (Suspension inspection ~ dismissal ~ dismissal)

56. Replace hotel supplies with fake and shoddy goods. (expulsion)

57. Entering the warehouse without permission. (10 yuan)

58. Don't take the staff aisle. (10 yuan)

59. Waste energy such as materials, water and electricity. (20 yuan)

60. Waste food. (10 ~ 20 yuan)

6 1. Failing to use the hotel seal as required. (20 ~ 50 yuan, if the circumstances are serious, suspended for inspection ~ dismissed ~ dismissed and investigated for legal responsibility)

62. Privately provide relevant documents and materials in the hotel. (50- 100 yuan, if the circumstances are serious, suspended for inspection ~ dismissed)

63. Illegal operation, causing accidents. (50 ~ 100 yuan, if the circumstances are serious, suspend inspection ~ dismiss ~ dismiss)

64. Major equipment failures are not reported in time (20 ~ 50 yuan, and in severe cases, they are suspended for inspection).

65. Lack of sense of responsibility causes damage to equipment, facilities and articles. (20 yuan will be fined 10 times, 20 ~ 100 yuan will be fined 3 ~ 5 times, and 100 yuan will be fined 2 ~ 5 times. If the circumstances are serious, they will be suspended for inspection ~ dismissed).

66. Unauthorized use and destruction of hotel fire-fighting equipment and facilities. (Suspension inspection ~ dismissal ~ dismissal)

67. Deliberately destroying all kinds of equipment, facilities and articles of the hotel. (Suspension of inspection ~ dismissal ~ dismissal and legal responsibility)

68. Form cliques and cliques. (50 ~ 100 yuan, if the circumstances are serious, suspended for inspection ~ dismissed)

69. Acts that damage the image and reputation of the hotel inside and outside the store. (50 ~ 100 yuan, in case of serious dismissal ~ dismissal)

70. sow discord, spread gossip, affect unity and disrupt the normal working environment and order of the hotel. (50~ 100 yuan, if the circumstances are serious, suspend inspection ~ dismiss ~ dismiss)

7 1. Threats and reprisals. (Suspension inspection ~ dismissal ~ dismissal)

72. Moral corruption. (dismissal ~ dismissal)

73. They are full of complaints and hostile to enterprises. (dismissal)

74. Strike or incite others to strike. (expulsion)

75. Dissatisfaction with society and the country. (expulsion)

76. Gambling or disguised gambling and other gambling activities. (expulsion)

77. Peeping, eavesdropping and intentionally spreading obscene publications and videos. (expulsion)

78. Beating others, gathering people to make trouble, inciting, participating in fights, and threatening others with weapons. (Expulsion ~ If the circumstances are serious, it shall be handed over to the judicial department for handling according to law)

79. Be punished by public security laws and national criminal laws. (expulsion)

(2) Code of Conduct

80. When walking, put your hands behind your back, put your hands in your pockets, put your hands in your pockets, and hook your shoulders. (10 yuan)

8 1. Ill-mannered, walking slowly or running in the business place. (10 yuan)

82. Accompany the guests to grab the road, compete for the line, be rude to the guests, don't give way, and don't apologize if you overtake the guests. (10 yuan)

83. Don't smile and serve, and don't use polite language. (10 yuan)

84. When guests and colleagues (superiors) don't take the initiative to say hello or hotel staff accompany guests, they only greet hotel staff and don't greet guests; Did not answer the greetings of subordinates. (10 yuan)

85. Don't speak Mandarin during working hours. (10 yuan)

86. Indiscriminate use of titles for guests and colleagues. (10~20 yuan)

87. In the guest service, when the guest is talking or laughing, he will laugh or interrupt with the guest. (10 yuan)

88. When the guests are seated, the managers below the supervisor (including the supervisor) sit down and talk with the guests. (5~ 10 yuan)

89. Guests stand or sit to talk or do business with guests. (15~20 yuan, the inspection will be suspended if the circumstances are serious)

90. exports hurt people, call names and insult people. (50~ 100 yuan, if the circumstances are serious, suspended for inspection ~ dismissed)

9 1. Answer the phone from time to time or turn your back on the guests and leaders, and call the guests and leaders without nodding. (10 yuan)

92. It is indecent to greet guests. (10 yuan)

93. Don't give timely feedback to the guests' opinions. (10~30 yuan)

94. If you make a mistake at work, don't apologize to the guests. (10~20 yuan, if the circumstances are serious, the inspection will be suspended)

95. Compete with the guests and contradict them. (50 yuan, if the circumstances are serious, suspended for inspection ~ dismissed ~ dismissed)

96. Entering the guest room without permission. (20 yuan ~ inspection suspended)

97. If there is nothing urgent, interrupt the guest and guide the conversation. (10~20 yuan)

98. Make fun of colleagues and guests. (20~50 yuan, suspended for inspection in severe cases)

99. Forget the matters assigned by the guests. (20 yuan ~ inspection suspended)

100. One-handed delivery of articles, littering and littering in reception service. (10~20 yuan)

10 1. Whisper. (10 yuan)

102. Open the door with your feet and kick the door with your feet. (10 yuan)

103. Do not carry or use spare parts (business cards, walkie-talkies and headphones, etc.). ) issued by the hotel. (10 yuan)

104. Operate loudly, make a noise and walk around in the guest area; (10 yuan)

105. Drinking too much and behaving badly. (10~20 yuan, if the circumstances are serious, the inspection will be suspended)

106. Hum a tune, whistle and snap your fingers. (10 yuan)

107. Play inside. (20~50 yuan, suspended for inspection in severe cases)

108. It is impolite to stand in class. Lean against a wall, object or body. (10 yuan)

109. yawning without covering your mouth, scratching, sighing, scratching your scalp, pulling out your ears, picking your nose, picking your teeth, dressing, coughing without covering your mouth and turning your head. (10 yuan)

1 10. Squatting or sitting on the ground, (20 yuan)

1 1 1. Hold down or put down the phone before the other person finishes speaking. (20 yuan, suspended for inspection in severe cases)

1 12. Spitting and littering. (10 yuan)

1 13. Graffiti on the hotel spare parts and promotional materials (cards) form. (10 yuan)

1 14. scribble on equipment and facilities, countertops, chairs, doors and windows, walls, etc. (10~20 yuan)

1 15. Inquire, spread and interfere in the affairs of other departments. (10~20 yuan)

1 16. Ask, discuss and spread the family affairs, private affairs and privacy of guests and employees. (10~20 yuan, severely dismissed)

1 17. Discuss right and wrong, fabricate facts, slander others, undermine unity and influence others' image. (10~20 yuan, suspended for inspection in serious cases ~ dismissed ~ dismissed)

1 18. Explain to customers, superiors and inspectors. (10~20 yuan, if the circumstances are serious, the inspection will be suspended)

1 19. Not actively cooperating with others and other departments, lacking team spirit. (10~20 yuan, if the circumstances are serious, the inspection will be suspended)

120. Deliberately making things difficult for others or other departments. (20~50 yuan, suspended for inspection in severe cases)

12 1. Pass the buck, pass the buck. (20~50 yuan, suspended for inspection in severe cases)

122. Reveal the secrets of hotels and guests. (Suspension inspection ~ dismissal)

123. Defame the policies and regulations of the hotel and damage the image and reputation of the hotel. (Suspension inspection ~ dismissal ~ dismissal)

124. Interception of guests' money. (Dismissed and investigated for legal responsibility)

125. Carrying or collecting contraband. (Dismissed and investigated for legal responsibility)

126. Theft or fraud of hotel or other people's property. (Suspension of inspection ~ dismissal ~ dismissal, and legal responsibility shall be investigated) Ignoring public morality and seriously undermining health order. (Suspension inspection ~ dismissal ~ dismissal)

(3) gfd class

127. Not wearing tie, bow tie, corsage, headdress and famous brand as required, and the position is not standardized. (10 yuan)

128. The uniform is unclean, uneven, damaged, damaged, with incomplete buttons, and the uniform smells, fades, stains and does not fit. (10 yuan)

129. Shoes and socks (shoes: black; Socks: men's black, women's flesh-colored stockings) shoes are damaged, obviously polluted and not smooth; Socks are damaged. (10 yuan)

130. Dress with no buttons, less buttons and loose ties (knots). (10 yuan)

13 1. Don't wear gloves distributed by the hotel, otherwise the gloves will be damaged or stained. (10 yuan)

132. The tie worn is not ironed, discolored or damaged. (10 yuan)

133. Underwear exposure. (10 yuan)

134. The sweater was exposed. (10 yuan)

135. The shirt is not tied in the pants. (10 yuan)

136. The hotel stipulates not to wear masks (10 yuan).

137. Roll up your trouser legs and sleeves. (10 yuan)

138. Chefs, security guards, porters, etc. Don't wear a hat, wear a hat askew and hold a hat when working in a hotel. (10 yuan)

139. Men's heels are more than 3 cm, and women's heels are more than 6 cm (10 yuan).

140. There are no uniforms and work shoes issued by the hotel. (10 yuan)

14 1. (Male) has a beard. (10 yuan) (female) has an untidy face and her makeup is not up to standard. (10 yuan)

142. Wear earrings, bracelets, exaggerated watches, rings (except wedding rings) and other accessories during work hours. (10 yuan)

143. Hairstyle (male) covers the eyebrows in front, passes through the ears sideways, and the mane angle passes through the middle ear line and then passes through the collar. It's too short to use gel water or Mu Si; (10 yuan)

144. Weird hairstyle or dyed non-black, (10 yuan ~20 yuan)

145. (Female) The long hair is not rolled up, and the headdress is too big, which is quite different from the hair color. The bangs are too long to use gel water or mousse; (10 yuan)

146. Nail polish was dyed and the nails were too long; Hands are not clean. (10 yuan)

147. The mouth smells and the body smells. (10 yuan)

148. Personal accessories are exposed. (10 yuan)

149. The wound dressing was exposed. (in the guest area) (10 yuan)

150. Wear color-changing irregular myopia glasses. (10 yuan)

15 1. The tattoo is exposed. (10~50 yuan)

(4) Attendance category

152. Night

153.( 1) He was less than 5 minutes late and fined 5 yuan;

154.(2) Late arrival 10 minute, fine 10 yuan;

155.(3) 50 yuan will be fined for being late for less than 30 minutes.

156.(4) Being late for more than 30 minutes will be regarded as absenteeism that day.

157. Leave early

158.( 1) If you leave early for less than 5 minutes, you will be fined 5 yuan;

159.(2) 10 minutes, if you leave early, you will be fined 10 yuan;

160.(3) If you leave early for less than 30 minutes, you will be fined 50 yuan;

16 1.(4) If you leave early for more than 30 minutes, you will be treated as absenteeism on the same day.

162. Absence from work:

163.(65438+

164.(2) Those who fail to go through the leave formalities according to the hotel regulations will be treated as absenteeism.

165.(3) Those who have been absent from work for three consecutive days in the current month or accumulated absenteeism for more than five days will be dismissed.

166. Punch in:

167.( 1) If you don't punch in, you will be fined 5 yuan every time.

168.(2) If you don't hit others, you will be fined 10 yuan.

169.(3) Entrust others to punch in, and be fined 10 yuan.

170.(4) If the time card is lost or damaged, it will be fined 10 yuan.

17 1. Employees return to the general office:

172.( 1) Poor attitude towards regular work, lazy and slick at work.

173.(2) Serious violation of discipline, suspension of inspection for more than two times within a month.

174.(3) Not suitable for this position within three months of probation.

175.(4) Disobeying the work arrangement and having a conflict with the leader.

176.(5) Not competent for the job.

177. Others: