hotel management

Chapter 12 Room Service and Management Practice (2)
(2) BE PREPARED.Prepare for the reception about half an hour before the visit, such as preparing tea sets, tea leaves, boiling water and other beverages, food, ashtrays, chairs, etc.

(3) Assist in leading.When visitors arrive, they will assist in guiding them at the elevator entrance.

(4) Provision of services.Provide beverages, tea service, and timely water refills.

(5) Assist in seeing off guests.After the visit, assist the guests to send them off.

(6) Room tidying.Remove added furniture and items, and make small adjustments to the room.

[-]. Laundry service

In the customer service, it is the laundry service that is more likely to cause guest complaints, so more attention should be paid to the control of the laundry service.The specific contents are:

(1) After receiving the guest's request, promptly go to collect the guest clothes;

(2) Listen to the requirements of the guests, check and count the clothes and check the relevant forms;

(3) Notify the laundry room to collect and hand over;
(4) Send the checked clothes to the guest room in time, and ask the guest to sign for receipt.

[-]. Shoe shine service

Putting shoe-shine paper for guests in the guest room can facilitate guests to shine shoes, and provide shoe-shine service according to guests' requirements.Services include:

(1) After receiving the guest's request, go to the guest room to collect the shoe basket in time;

(2) Number the shoe basket and write the room number on the note and put it into the shoe basket;

(3) Shine shoes according to the operating specifications;

(4) The polished shoes are usually returned after half an hour.

[-]. Leasing supplies to customers

Services include:
(1) Carefully ask the guests about the requirements and time of the rental items;
(2) Deliver the supplies to the guest room, and ask the guest to sign on the "Registration Form of Rental Items" to explain the precautions to the guest;

(3) Make detailed records when guests return items.

Sixth (Section) How to manage special room services

1. Patient service
The guest room center provides patient services for sick guests and gives them necessary care and care.Its service points are as follows.

(1) If a guest is found to be sick, he should show concern and politely inquire about the condition and the guest's requirements.

(2) Handle according to the severity of the guest's condition.If the guest's condition is not serious, please ask the guest to go to the hotel infirmary for treatment.If the guest's condition is serious, the guest should be sent to the hospital for treatment immediately.It should be noted that employees without special training are not allowed to move guests at will, and should immediately ask their superiors or contact the infirmary.

2. Services for disabled guests
The waiters in charge of room service for the disabled should receive professional training according to the workflow and requirements of different positions, such as training on the psychological aspects of the disabled, sign language training, and the living characteristics of the disabled.

(1) A special person is responsible for implementing follow-up service.

(2) Disabled guests are special guests of the hotel, and the needs of disabled guests are different for different disabled parts.Therefore, the hotel should formulate targeted service items, procedures and norms according to different disabled guests.

(3) Disabled guests have different psychological characteristics from those of able-bodied people, and are more sensitive and worrying than able-bodied people.Therefore, when receiving disabled guests, you should pay attention to your words and deeds, put yourself in the guests' shoes, and try to avoid harm to the guests due to improper language and behavior.

(4) Disabled guests have many inconveniences in life due to their physical disabilities.Therefore, it is necessary to professionally train the room attendants to use skilled service skills to ensure service effectiveness.

(5) Room attendants should pay attention to respecting and protecting the privacy of disabled guests, and should not disclose any information about guests' disabilities to others at will.

3. Babysitting service
Babysitter service is a paid service that provides short-term care of infants and young children for out-going residents. Certain knowledge of childcare should be possessed by attendants who take care of babies.Its service points are as follows.

(1) When a guest applies for childcare, he or she should ask about the time of childcare, the age of the child, the requirements and precautions for childcare, etc.

(2) Explain the charging standard to the guests.

(3) Caregivers must have certain knowledge of childcare and take care of children strictly according to the requirements of guests to ensure the safety of children.

Seventh (Section) How to Manage Housekeeping Service

Market research shows that cleanliness is one of the most important factors for tourists to choose hotels.Therefore, the cleaning and sanitation of the guest room is one of the most basic tasks of the room department.

[-]. Daily cleaning

1. Determine scientific cleaning work specifications and procedures
The working specifications and procedures for daily cleaning of guest rooms are as follows.

(1) The order of room cleaning.Before starting to clean the rooms every day, the room cleaners should follow the order of opening rooms, and the order of room cleaning should be determined by the situation of the guests or the instructions of the receptionist and the foreman.Under normal circumstances, the cleaning order of the guest room is: the room with the MUR (MakeUp:: Room) instruction, please clean the room immediately; the room that the receptionist or the foreman instructed to clean; use the guest room; ordinary guest room.

In addition, VIP rooms are generally cleaned by a special person and a three-entry room system or a follow-in and follow-up system; long-term rooms are coordinated with guests and cleaned regularly.

(2) Preparations for room cleaning.Make the cleaners understand the preparation procedures for cleaning the guest room, receive the room key; understand the room status of the day; decide the cleaning order; prepare the housekeeping work vehicle and cleaning supplies, appliances and various guest room supplies; prepare the vacuum cleaner; check the dress.

(3) Precautions for room cleaning.After receiving the notice, quickly come to the guest room and inspect the guest room. The key points of the inspection are whether there are any items left by the guests, whether the equipment, furniture and items in the room are damaged or missing, and the Minibar and beverage consumption in the guest room.In case of any of the above situations, notify the front desk and the foreman immediately, and register; carry out strict cleaning and disinfection of all parts of the bathroom; and notify the main station immediately after the cleaning is qualified.

(4) Precautions for cleaning guest rooms.The room should be cleaned after obtaining the consent of the guests in the room. The guests' belongings and documents cannot be read, and the guests' belongings are not allowed to be handled by themselves; they are not allowed to answer the phone in the room;

2. Procedures and standards for daily cleaning and inspection of guest rooms

The cleanliness and sanitation quality of the guest room is closely related to the establishment of the hotel's cleanliness standards and inspection system, and the implementation of these standards is also very critical.

(1) Room cleaning standards.Divided into visual standards and biochemical standards.Visual standards refer to the standards that guests, employees, and managers can perceive by sight or smell. However, due to individual feelings, the standards are only superficial phenomena.Biochemical standards are standards for professional equipment sampling and testing by professional epidemic prevention personnel, including washing and disinfection standards, air hygiene quality standards, microclimate quality standards, lighting quality standards, and environmental noise allowable value standards, etc.A deeper measure of the quality of housekeeping hygiene than visual standards is biochemical.

(2) Room cleaning inspection system.Including cleaning staff self-examination, foreman census, administrator random inspection, department manager random inspection, general manager random inspection, regular inspection, other forms of inspection, etc.There are also some other forms of inspection, that is, setting up a guest opinion form in the guest room, visiting guests in the hotel, or inviting some experts and peers to conduct inspections.Due to the different angles of this kind of inspection, some problems that are not easy to be detected by the hotel itself can be found, which is conducive to improving the quality level of the hotel.

[-]. Plan cleaning

The planned cleaning of the guest room refers to drawing up a periodic cleaning plan on the basis of the daily cleanliness of the guest room, and adopting a regular cycle method to clean the items in the guest room that are usually difficult to do or cannot be cleaned thoroughly.For example, floor waxing, carpet vacuuming, window cleaning, furniture dusting and waxing, wall cleaning, toilet cleaning and disinfection, etc.

1. Make a plan
(1) Daily scheduled cleaning.Daily planned cleaning means that in addition to completing the daily cleaning work, a certain area or part of the guest room is thoroughly cleaned every day in a planned way.

(2) Seasonal () and annual plan cleaning.The larger scope of cleaning is the seasonal (seasonal) annual planned cleaning, which includes not only room furniture, but also various equipment and bedding.Due to the large target and long time, the seasonal (seasonal) and annual planned cleaning is generally carried out in the off-season, and it is necessary to work closely with the front office department and the engineering department in order to seal a certain floor and maintenance personnel to carry out cleaning. Equipment inspection.

2. Implement the plan and conduct inspections

After the housekeeping department draws up the plan, it is necessary to implement and check the planned cleaning work.Generally, the foreman is responsible for supervising and urging the cleaners to complete the planned sanitation tasks of the day and conduct inspections.

3. Arrange cleaning supplies
Planned cleaning must arrange and clean the required equipment and supplies in advance, otherwise it may lead to waste of cleaning agents and reduce the cleaning and maintenance effect.

Three, disinfection

1. Guest bedroom
Regular preventive disinfection of guest rooms and bedrooms includes daily ventilation, outdoor sunlight disinfection, indoor lighting disinfection, and weekly ultraviolet or other chemical disinfectants to eliminate germs and insect pests and prevent the spread of germs.

2. Bathroom

The bathroom should be thoroughly cleaned every day and disinfected regularly, because the utensils and equipment in the bathroom are easily contaminated with germs, so disinfection is especially important.

3. Tea set and wine set
Tea and wine utensils are also channels for the spread of diseases. Floors should be equipped with disinfection equipment and utensils for disinfection of cups.The cups in the guest rooms must be replaced every day and sent to the cup washing room for washing and disinfection.The cups and utensils in the guest rooms are uniformly replaced and cleaned and disinfected strictly.

The disinfection work of the housekeepers themselves is also very important.When cleaning the bathroom, wear rubber gloves when operating, and change work uniforms to and from get off work to keep the uniforms clean; check the body regularly to prevent disease infection.

Eighth (Section) How to manage room items

There are many types of equipment and supplies in the guest room. The quality of these equipment and supplies, the reasonableness of the equipment, the quality of the decoration and management, directly reflect the quality and grade of the guest room products.They account for a large proportion of the hotel's fixed assets. Therefore, the effective management and reasonable allocation of equipment and supplies in the room department are important management contents of the room department.

[-]. Prepare the procurement plan for guest room equipment and supplies

1. Approve the demand for guest room equipment and supplies
(1) Equipment part.According to the grade, type, standard and quantity of the guest room, the guest room department respectively approves the type, grade specification and quantity of the equipment.And make a unified book, formulate the demand for guest room equipment and the required funds, and report to the leader for approval.

(2) Supplies section.According to the grade, category, standard, quantity and approved consumption quota of the guest room, the guest room department separately approves the variety, grade specification and demand quantity of the supplies, and makes a unified book and reports it to the leader for approval.

2. Prepare procurement plan
Each business division puts forward the procurement plan of equipment and supplies, and the guest room department makes a comprehensive balance to determine it and submit it to the leader for approval.

[-]. Develop a management system for guest room equipment and supplies

1. Classification, numbering and registration of equipment
The management personnel of the room department should classify, number and register each piece of equipment belonging to the room department according to its purpose and usage, establish equipment ledgers and cards, and record varieties, specifications, models, quantities, values, responsible departments and teams, etc.

2. Formulate a management system for graded and returned products
To mobilize the enthusiasm of employees to manage equipment, graded property management can be adopted, which is conducive to the management and maintenance of equipment.

(1) Grading.According to the hotel's internal management mechanism, three levels of management are implemented, namely, the equipment department, the user department, and the team. Each level is managed by a special person, and an account card is established.

(2) return goods.Assign a certain type of equipment to the user department or the user team for management.A certain type of equipment used by several departments or multiple teams is assigned to one department or team to be responsible for general management, and other departments and teams are responsible for point-to-point management.

3. Establish a post responsibility system

In order to enable each team and employees to use and manage equipment and supplies well, it is necessary to adopt hierarchical centralized management, and strict post responsibility system must be guaranteed.Responsibilities are clear and assigned to people.

4. Implement consumption management of guest room supplies
Based on the standard of the quantity of supplies that the guest room needs to consume on the basis of ensuring the normal operation of the guest room in a certain period of time, implement the consumption quota of the guest room supplies to each floor, carry out plan management, increase (save) expenses, and control the consumption of guest room supplies quantity.

[-]. Formulate equipment renewal and transformation plan

The room department should work with the engineering equipment department to formulate fixed asset quotas and equipment addition, depreciation, overhaul and renovation plans, as well as amortization plans for low-value consumables to reduce blindness.Whether it is the visible or invisible wear and tear of the equipment, the housekeeping department should carry out the renewal and transformation according to the plan.When updating and transforming equipment, the room department should assist the equipment department to disassemble and assemble, and get familiar with the performance, use and maintenance methods of various equipment as soon as possible, and put them into use.

(End of this chapter)