How to Manage Hotel Housekeeping Department —— Effective Management of Hotel Housekeeping Department

How to Manage Hotel Housekeeping Department —— Effective Management of Hotel Housekeeping Department

Guest room is the place where the hotel provides accommodation, leisure, entertainment and other services for guests, and it is also an important source of hotel income. It is very important that the housekeeping department is responsible for the management of guest rooms. Below, I'd like to share with you some effective ways to manage the hotel housekeeping department, hoping to help you!

cost control

Guest room is the profit center of the hotel, but it also generates a lot of expenses, so the housekeeping department should strengthen cost management, including: room consumables, PA detergent, washing supplies, uniform expenses, linen management, etc.

First of all, the housekeeping management personnel have a high understanding of cost management, are familiar with the price of each item, and control the purchase price together with the purchasing department to try to be "good and cheap";

Secondly, control waste, prevent employees from taking it away, strengthen the management of receiving goods, and implement the daily, weekly and monthly inventory system;

Finally, implement the incentive policy, reduce the cost and give a certain percentage of rewards, and improve everyone's awareness of cost control through rewards.

Personality management

Most of the room attendants are older, less educated, have a weak sense of service, operate independently when cleaning the room, and are easy to get in touch with the guests' money; Therefore, in addition to business skills training, room attendants should also strengthen professional ethics training. The waiter should resist the temptation, resolutely not touch the property of the guests, even the things left by the guests, and report to the superior in time, and never be greedy for petty gains. Laundry staff go to the floor to get linen, and don't take guest supplies without permission. PA staff go to the restaurant area and don't steal vegetables. These are all employee quality management.

Subject management

The room attendants basically finish the work alone, and the foreman can't keep an eye on it. This requires strengthening discipline management, not only for employees, but also for foremen, so that foremen can finish their work actively and consciously during working hours. In attendance management, the housekeeping department should implement a double attendance system. In addition to clocking in as stipulated by the Human Resources Department, you need to sign in manually after going to the department and sign out after work. At work, we should strengthen discipline management by not hanging around, gathering people to chat and doing things unrelated to work.

Environmental management

PA is generally responsible for the greening environment and holiday decoration of hotels. In addition to cleaning, PA needs to make some efforts in environmental layout. It can be said that PA is the beautifier of the hotel.

Engineering Management

Housekeeping department accounts for about two-thirds of the hotel area, and there are many equipments in charge of management, so it is necessary to do a good job in project management. The floor foreman should ensure that the facilities and equipment are in good condition, the cleaning equipment of PA should be inspected before use, and the washing equipment of laundry room should be maintained daily. , all involve communication and coordination with the project, so project management is not only a matter of the department, but also needs the cooperation of the engineering department.

Fire control management

Housekeeping is the focus of fire fighting. In addition to the daily inspection of the security department, we should also strengthen the fire training of the staff of the department. In daily work, employees know about fire-fighting equipment, the functions of various equipment, how to use fire-fighting equipment, be good at finding potential safety hazards, and know how to call the police and put out the fire in case of fire.

Pest control

The four pests in hotels are mainly rats, cockroaches, flies and mosquitoes. Disinfection is generally entrusted to a professional company, but PA is responsible for the daily supervision and management, and needs to master some pest knowledge, know how to disinfect, and go to various departments to do it well. The focus of pest control is prevention, and disinfection is only a remedial measure.

Health protection

Hygiene is the lifeline of guest rooms, and it is also the focus of guest room management. Housekeeping department should formulate hygiene standards, train employees and foreman, and ensure hygiene quality by establishing a "three-level rounds system".

Personal assistants should be responsible for the sanitation and cleaning of the public areas of the hotel, especially the lobby and bathroom; The swimming pool should be treated with water quality to ensure hygiene and safety; The laundry room ensures the washing quality of linen and provides comfortable and hygienic bedding for guests. These are the health management work of the housekeeping department.

Service management

Guests generally have two needs when staying in a guest room, one is cleanliness, and the other is good service. Room service covers a wide range, including: loan service, laundry service, room delivery service, wake-up service, nanny service, etc. The quality of service will directly affect the guests' choice of hotel, so the housekeeping department should strengthen service management and improve the service awareness of employees while doing a good job in health management.

Room state management

After the waiter cleaned the room, the foreman should check that there is no problem with the hygiene and equipment, and then report to the room service center to change the room condition. The management of room status in the guest room center is related to the guest room and the front desk. If the room state is wrong, it will lead to the room being dirty and the guest will complain. If the room condition slows down, it will affect the sales at the front desk.

safety management

Safety management is divided into: guest safety management and employee safety management

(A) tourist safety management

1, guest property safety: During the guest's stay in the hotel, the housekeeping department should take corresponding measures to ensure the guest's property safety, such as opening the door on behalf of the guest, opening the door registration procedures, employee education, etc.

2. Personal safety of the guests: If the waiter finds any abnormal situation, such as daggers, guns, drug tools, etc., he should give timely feedback. In a room, the windows of the room should be locked and the fruit knife should not be sharp. These are all necessary for the personal safety management of guests.

(B) employee safety management

Employee safety management is divided into: personal and property safety and equipment operation safety.

1. Personal safety includes: traffic safety for employees to and from work, property safety for employees living in dormitories, and going out completely. Departments should strengthen education and remind them repeatedly through various meetings. If there are interns in the department, it is necessary to strengthen the safety management during the internship and report when going out.

2. Equipment operation safety: PA and laundry room need to operate a lot of equipment, and PA even has to work at high altitude. When doing these jobs, it is required to ensure safety; Before operating the equipment, employees should conduct a comprehensive inspection of the equipment and conduct operation safety training.

Washing management

Housekeeping department is responsible for the management of laundry room, mainly responsible for linen, uniforms and washing of guests' clothes. Some hotels even have foreign laundries. Water washing is divided into dry cleaning and water washing. Different materials use different washing methods. In the washing process, it is necessary to master the water temperature and handle the water quality.

Energy consumption management

The energy consumption of guest rooms is mainly water, electricity and gas. How the guests use electricity and water in the room is beyond our control. However, in public areas, laundry rooms and office areas, energy consumption management should be strengthened, such as: partition management of guest rooms and corridors at night, lights off in offices and workshops, and laundry rooms should be operated in strict accordance with washing time requirements.

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