Management standard and reward and punishment system of hotel housekeeping department

The first chapter is an overview of departments.

Housekeeping department is a professional department composed of reception desk, floor, office area and conference reception desk, providing guests with a clean, beautiful, comfortable and safe environment. At the same time, it shoulders the important responsibility of managing the building. Its main task is to receive all hotel guests, send information about guest service to the building, organize reception meetings, and schedule business. , and provide guests with reservation, check-in, room allocation, luggage handling, telephone transfer, business secretary, ticketing, check-out, consultation, entrustment, handling complaints, room cleaning, room facilities and equipment cleaning and maintenance, and provide guests with various services (wake-up, etc.) needed during their stay. The department will continue to develop innovative ideas and strive to provide "personalized", "humanized" and "subtle" services for every guest and employee.

Position statement

Position: Housekeeping Manager

Industry: Housekeeping Department

Shift: 08: 00- 18: 00 supervisor; General manager's goal: to be fully responsible for housekeeping department.

(1) working relationship: 1. Direct supervisor: general manager. 2. Jurisdiction object: personnel of this department. 3. Coordination and liaison: the liaison between various departments of the hotel, especially the liaison between the administrative department in personnel recruitment and the security department in room maintenance.

(2) Job responsibilities:

1, responsible to the general manager and fully responsible for the housekeeping department.

2. Participate in the weekly construction meeting, preside over the weekly work meeting of the department, and timely convey and implement the instructions of the general manager and the spirit of the construction meeting.

3. Responsible for the post and personnel setting of this department, so as to make the setting reasonable and make the best use of people.

4. Supervise the work of the housekeeping staff, check the implementation of each team system, and have the right to praise, criticize, reward or punish the staff according to their work performance.

5, organize the formulation and implementation of the department's job responsibilities and operating procedures and reward and punishment rules, and supervise the implementation of standardized, procedural and standardized services.

6, responsible for paying special attention to the business training of employees in this department, and constantly improve the quality of employees.

7. Review and control the consumption of guest room supplies, and supervise the statistics of damaged items and depreciation of fixed assets.

8. Organize the reception preparations for important meetings, and personally meet and visit important guests.

9. Handle the guest's complaints to the employees of this department.

10, responsible for the fire safety work of this department.

1 1. Check the room income of the day every day, and report to the general manager for instructions in case of major problems.

12, coordinate with other departments.

Article 1. Education requirements: Bachelor degree or equivalent. 2. Experience requirements: have more than three years of practical management experience in the same star building and be familiar with the operation of the building business department. 3. Knowledge and skill requirements: Have relevant professional qualification certificates. 4, physiological requirements: good health, full of energy, good facial features, good looks, under the age of 45. Signature of personnel in this position: signature of superior supervisor:

-Three position statements

Job Title: Assistant Manager of Rooms Department

Industry: Housekeeping Department: 08: 00- 18: 00 supervisor; The goal of the room manager: to assist the department manager to handle the room work.

(1) working relationship: 1. Direct supervisor: Housekeeping Manager 3. Coordination and liaison: all departments of the hotel, especially the administration department, recruiters, security department, maintain rooms, train and supervise the supervisors and foremen of this department.

(2) Job responsibilities:

1, be responsible to the department manager and assist the department manager to handle the housekeeping work.

2. Participate in the weekly work meeting of the department, and timely convey and implement the instructions of the department manager and the spirit of the department meeting.

3. Supervise the work and behavior of supervisors and their employees, coordinate the work of supervisors, and guide supervisors to solve problems. Supervise and inspect the implementation of each team system, and put forward opinions on personnel issues such as employee deployment, promotion, demotion, rewards and punishments according to employee performance. Train new and existing employees.

4, the implementation of the department's job responsibilities and operating procedures and reward and punishment system, supervise the implementation of service standardization, programming and standardization.

5. Plan and supervise the completion of room cleaning and periodic sanitation work, and constantly improve and improve room cleaning standards and service levels.

6. Assist the department manager to organize the reception preparation for important meetings, and greet and visit important guests.

7. Assist in handling the complaints of the guests to the employees of this department.

8. Summarize the room income of the day every day, and report to the department manager for instructions in case of major problems.

9, do a good job of communication and coordination within the department.

10, communicate with relevant departments and arrange room maintenance and temporary and regular maintenance. Responsible for the quality inspection of the implementation department and supervise the rectification of problems.

1 1. Complete other tasks assigned by the department manager.

12. Take charge of the housekeeping manager when he is away.

Article 1. Education requirements: Bachelor degree or equivalent. 2. Experience requirements: have more than three years of practical management experience in the same star building and be familiar with the operation of the building business department. 3. Knowledge and skill requirements: Have relevant professional qualification certificates. 4, physiological requirements: good health, full of energy, good facial features, good looks, under the age of 45. Signature of personnel in this position: signature of superior supervisor:-

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