QA Process _Owners- 開業前質量（QA)檢查介紹.pptxVIP

Quality Assurance質量保證Introduction and preparation介紹和準備March 4th 2014Serina Shong/Eric HuQA Network (GCM)Who Are They?他们是谁？68 team membersConduct 8,100+ QA evaluations实施8,100+ QA评价Mission任务Protect brand integrity, value and quality through comprehensive on-site evaluations and reporting system 通过全面的现场评价以及报告的系统，为希尔顿集团 ，保护品牌完整性价值和质量BrandStandards 希尔顿标准Conditions状态Cleanliness清洁Evaluation types评估种类Opening Inspection开业检查内容 Areas Reviewed 审查区域 All areas are reviewed (front back of house). All guestrooms are inspected, 75% guest readiness is the standard unless otherwise agreed. Any area not guest ready must be previously approved and isolated (no guest access). Review Breakfast and FB operation on the morning of opening. QA will review critical issues with the hotel, TS and the Brand as soon as identified.Improvement Planner Is created based on the TS checklist requirements, Brand standard violations, condition and cleanliness of the property. This document is used as a road map for achieving a successful score on future evaluations.Final Opening Decision – QA provides the Brand and TS a detailed overview of critical issues and general guest readiness -The final decision to open is left up to the Ops, Brand and TS.Opening QA Report – Provides the hotel a full QA document that outlines current deficiencies. It is used to educate the hotel on the QA process and outline action steps necessary for a successful “Courtesy” evaluation. 审查区域 全面检查，其中包括前场、后场及全部的客房。 任何未完成的区域必须取得希尔顿的特批。未完成的区域必须隔离（非客人能潜入），取得希尔顿的确认。开业当天上午，必须审查早餐及餐饮的运营标准QA会当日与酒店运营部、品牌部、技术部审核影响开业的品牌标准。整改计划该计划参照技术部审查的清单，违法的品牌标准条例、酒店状态与清洁程度。该文件作为酒店日后提高酒店检查成果的计划。该页许可QA检查为品牌部及技术部提供整体酒店开业对客的考核成果，包括指出主要关键的问题。开业许可由希尔顿运营部、品牌部及技术服务来决定。QA开业审查报告为酒店/建设方提供全面酒店的·缺陷。这报告帮酒店了解整体QA审查的过程，及准备未来的QA检查。 Scoring Criteria 评分标准Quality Assurance? 2009 Hilton Worldwide Confidential ProprietaryQuestions?Improvement Planner整改计划