How to do a good job in hotel room management?

Strengthen the protection of finished products

In order to strengthen the protection of hotel products, the following measures can be taken:

1, strengthen communication and coordination with the decoration construction unit. Supervise the management personnel of the construction unit to strengthen the management of the construction personnel and the inspection of the floors that have not been taken over.

2, strengthen the control of the floor, the housekeeping department needs to make specific and clear provisions on how to protect facilities and equipment. After the floor is carpeted, the housekeeping department needs to control the people who enter the floor more strictly. At this time, it is necessary to arrange the waiter to be on duty on the floor, put some discarded carpet heads at the exit of the floor, and put discarded sheets when it rains, so as to ensure that the carpet will not be polluted.

3. Start carpet tracking. Emphasizing maintenance as soon as the carpet is laid can not only keep the carpet clean, but also help to cultivate employees' awareness of protecting the hotel's finished products from the beginning, which has a very positive impact on the future room work.

Strengthen the management of keys

The work of the customer department is complicated, and the waiter easily ignores the management of keys. The collection of universal keys is chaotic, and the loss of keys is a frequent problem. This may have very serious consequences. Housekeeping department should first number all keys and equip them with key chains; Secondly, a strict system has been established for the collection of keys.

For example, in the daily check-in and check-out process, you can sign the floor key together with the collection and return. Users are not allowed to lend their keys to others at will, nor are they allowed to leave their bodies (using the master key as the key to get electricity).

Make the department work normally.

1, according to the specific contents of the specification manual, employees are required to be polite, polite and handsome. Remind employees to speak softly, go into battle lightly and serve customers with a smile. Cultivating employees' good habits is the key to do a good job in guest rooms, which has a great influence on future work.

2. Establish a formal communication system. Departments should start to establish internal meeting system and succession system, and start to use forms; So that the communication between departments and within departments is gradually on the right track.

3, pay attention to the background cleaning, equipment and furniture maintenance, various cleaning and maintenance plans gradually began to implement. Strengthen the training of guest room facilities and equipment and keep close contact with the engineering department.

Take a positive attitude

When the hotel enters the trial operation stage, many problems will emerge. Some room managers will be impatient and accuse too many subordinates. As hotel managers, they should adopt a positive attitude, that is, less complaining about subordinates, more encouraging them and helping them find solutions to problems. In the communication with other departments, we should not focus on who should be held accountable, but should study how to solve the problem.

Pay attention to the control of working process.

1, prepare shift schedules for foremen and waiters, take charge of areas, make monthly (weekly) work plans, and evaluate employees' work every month.

2. Check and supervise the standardization of subordinate employees' work and keep it in good condition.

3. Spot check the cleaned room to ensure the cleanliness of the room and the quality standard of service to the guests. Housekeeping department's cleaning workload is heavy and time is tight, so it emphasizes the matters needing attention in cleaning, so that the waiter can fully understand it, prevent the occurrence of "shortcuts" and check it in time after assigning tasks.

4. Regularly check the room hygiene of long-term guests and solicit their opinions, and provide record service.

5. Master the arrival and departure of guests. Check all VIP rooms before check-in to see if they are ready for reception as required.

6. Deal with the emergencies on the floor and solve the difficult problems of the guests at any time.

7, supervise the maintenance of equipment failure, to ensure that the computer room is in a normal state.

Make sure to provide enough qualified rooms.

Take the initiative to keep close contact with the front office manager and prepare the required rooms according to the requirements of the front office and the status quo of hotel rooms. Generally, hotels are always in a hurry when they open their doors, and most of the robbed rooms have some problems.

The common problem is that the required room number is discharged from the front office, but the housekeeping manager found that some problems could not be solved for a while, and it was not allowed to change rooms at the time, which affected the room quality and guest satisfaction. After full consultation in advance, this problem is not difficult to solve.

Strengthen safety awareness training to prevent all kinds of accidents.

The staff of the engineering department should organize the room management personnel to carry out the training of electrical appliances and fire fighting equipment. At ordinary times, all managers are required to pay attention to prevent unnecessary loss of water resources, pay special attention to fire hazards, and the construction unit should report in time when using open flames on the floor. In addition, it is necessary to enhance the awareness of anti-theft, and should call in advance to ask if the guests can see the guests, so as to avoid the situation that the service personnel are too enthusiastic and open the door for others casually. Keep records of suspicious personnel and strengthen contact with the security department.

How to do a good job in hotel room management?

In order to make each work have a set of practical management systems and standards, so that there are rules to follow and evidence to follow, to achieve the purpose of strict management and management to promote efficiency, and to ensure the normal development of daily work, these detailed rules are formulated.

Code of conduct that employees must abide by

1. Honesty is the code of ethics that employees must abide by, and treating work with honesty is the code of conduct that every employee must abide by;

2. Unity, cooperation, mutual respect and mutual understanding among colleagues are the basis for doing all the work well;

3. It is the responsibility of every employee to concentrate on the work and complete the task on time, with good quality and quantity.

Second, the working system.

1. During working hours, you should wear the uniform work clothes prepared by our store, and you are not allowed to wear plain clothes outside the work clothes, and you should change clothes in different seasons;

2. Be sure to keep your clothes clean and tidy, with a generous appearance. Don't leave long nails, dye your nails, keep your makeup light and elegant, don't wear heavy makeup, and keep your hair clean and tidy, but don't be shoulder-length at the back, eye-length at the front, and don't have long hair. Accessories are limited to earrings and watches;

3. behave with dignity. Greet guests and leaders politely. Under no circumstances are you allowed to play with guests. No manicure, tooth picking, nose picking, stretching or yawning in front of guests.

Third, labor discipline.

1, and earnestly achieve "ten noes"

(1) Don't be late, leave early or miss work;

(2) Don't leave your post without leave, and don't chat around the building;

③ Don't read or report when you are busy;

4 don't do private affairs;

5 will not be a guest;

6. Don't call;

⑦ Don't chat with guests in the guest room;

Don't tamper with the guest room items;

Pet-name ruby don't watch TV, wash clothes, take a bath and rest in the guest room without permission;

Don't open a guest room and stay with friends and family.

2, in strict accordance with the operating procedures, perform job responsibilities and handover procedures, to prevent errors, if any, must promptly report to the department manager, try to make up.

3, linen room, work car must be kept clean and orderly.

4. The floor room card and key must be carried with you, and it is forbidden to give them to the guests. When the personnel on duty leave temporarily, they must be handed over to the deputy shift, and shall not be placed at the service desk (or other places) at will.

The waiter has no right to tell or hint whether there is a vacant room on this floor, nor can he open the reception room without authorization.

6. When you encounter criticism from guests and leaders, no matter right or wrong, you must explain it calmly and patiently. You can't quarrel with leaders or guests, and you can't always emphasize personal reasons.

7, can't curry favor with the guests, do private affairs, guests take the initiative to give souvenirs should be politely declined, and promptly report to the department manager, after listening to the processing, are not allowed to accept tips, if the guests insist, no matter how much, are not allowed to keep.

8, much ado about nothing, sow discord, undermine the unity of workers, affect the order of life and work, in violation of operating procedures, resulting in losses according to the seriousness of the case.

Fourth, be polite.

1. Smile at the guests, take the initiative to say hello, and put the word "please" first. You must master and use the requirements of "five tones" (greeting, sending, thanking, answering and apologizing) skillfully.

2, the waiter must "three light" (talk, walk, operation), when answering the phone tone should be gentle and polite, take the initiative to report to the department, speak to the point, the other party is not allowed to hang up before.

3, the waiter "four diligence" (hands, eyes, mouth, legs)

V. Job responsibilities of waiters

1, do a good job of sanitation within the jurisdiction, and ensure the cleanliness of articles.

2. Replenish the items needed by the guests in time and do a good job of the room foreman.

3, responsible for checking the operation of regional equipment and facilities, timely report to the maintenance department, found abnormal report in a timely manner.

4. Be responsible for the opening of air conditioning, ventilation and various electrical equipment and the adjustment of lighting in the area to ensure the standards and atmosphere required by the business premises.

5, responsible for linen and other supplies inventory, distribution, compensation, and do a good job of disinfection, to ensure the safety of the guests.

6. Be familiar with the location of business premises, the distribution and use of rooms.

7, memorize the characteristics of the guests, and is responsible for the storage of guest items, custody, to provide guests with a one o' clock wake-up call and other services.

8. Cherish hotel property and try to save.

9. Cooperate with the manager to use customers and fill in all kinds of documents accurately.

10. Keep in mind the location of fire control facilities in the area, have the knowledge and ability to use them correctly, strengthen the awareness of fire prevention and theft prevention, and hand over this record.

1 1. Listen carefully to the guests' opinions and feed them back to the department manager in time.

12, actively participate in training, constantly improve service skills, always keep clean and tidy, correctly use honorifics, constantly shape themselves and establish the image of hotels and guesthouses.

13, after work, fill in and sign the shift handover book, and prepare for the handover of two shifts.