Urgent need: post responsibilities and rules and regulations of hotel housekeeping department, front desk and security guard.

I. Responsible for booking sales rooms:

1. Answer the phone call of the guest for room reservation (answer the phone in standard language).

2. Ask the name of the person who made the reservation (sir/madam, may I have your name ... please wait a moment ...)

3, check the computer occupancy rate, whether to accept the check-in (check-in time, the required room type, and the approximate number of days).

4. Accept the reservation and confirm the information with the caller (reservation name, guest name/unit, check-in and check-out time, number of rooms, room type and room price).

5. Determine the payment method and contact information with the subscriber to facilitate contact.

6. Retell all records to the subscriber and enter them into the front desk computer system after confirmation. (Thank you for calling)

7. If the reservation information is very important, it is necessary to verbally hand over the next successor to get ready.

Second, the guest check-in process:

1. When guests enter the door, the front desk is responsible for reception. Say welcome first, then say hello, and finally ask the guests what they need.

The reception service should be soft and friendly: "please" is the first word, "thank you" is the last word, and "sorry" is always on your lips, so don't forget to say "goodbye" when seeing the guests off.

3. According to the needs of the guests, introduce the room type and charging method.

4. Check the valid documents (ID card, passport, driver's license, Hong Kong and Macao pass, soldier/officer's card) carefully after check-in, and scan them and enter them into the computer for archiving.

5. Confirm the guest's stay days, specify the deposit (for long-term guests, try to collect more deposit) or rent, and determine the payment method.

6. Issue the deposit slip/receipt, accommodation notice and room card to the guests, and finally remind the guests of matters needing attention in the hotel.

7. According to the needs of the guests, during the computer system management or shift change, the matters that PS tenants handle: morning call, do not disturb, no one found, etc.

8. The front desk should check the room status with the floor at any time to avoid mistakes in the process of renting.

Third, the guest check-out procedures:

1, every noon 12: 00 is the check-out time of the previous day (longer). If the tenant who needs to check out fails to check out after 12: 00 and before 18: 00, half a day's rent will be charged as overtime pay; /kloc-Do not check out after 0/8: 00, and charge all day.

2. half an hour before the check-out time, ask the floor attendant or call the tenant (hello, Mr./Ms. X! This is the front desk. Do you want to extend your stay today? ), whether to check out, pay attention to the classification of check-out tenants and renewal tenants.

When checking out, the guest needs to take back the deposit slip (receipt) and room card. And inform the floor attendant to make rounds (whether there is any shortage or damage of paid use items and furniture configuration), and check the rent, telephone charges or other service fees payable by tenants in detail according to the records of computers or work orders. And make a detailed list of their own consumption to the guests, deduct the consumption expenses, and return their room deposit after receiving the floor rounds (no paid use of items, damage to furniture). Tell the guests to walk slowly. Welcome to visit next time.

PS:

1 and11:00—13: 00 is the peak period for renting and checking out. When there are many guests, the reception work should be busy but not chaotic: deal with the first, ask the second and greet the third.

2. When checking out, be sure to carefully check the guest's deposit slip and room number, and be sure to take back the room card from the guest:

A There is only one room card in each room, and the tenant's housing information must be registered in detail.

B. If the tenant loses his room card during the housing process, the guest will be responsible for the compensation for this room card.

C If the guest's room card is taken back by the front desk at the end of check-out, resulting in the loss of the room card, the employee on duty who goes through the check-out procedure will be responsible for this compensation.

D Therefore, the morning, evening and night shift personnel should carefully check the room card and room status according to the room rate on duty.

3. Call the guest to check out: For those who want to stay in the future, please tell the guest by the way: pay the rent or deposit at the front desk at your convenience.

4. When the tenant checks out, after receiving the floor check-out notice: according to the floor notice, the paid items and furniture damage will be charged according to the quotation sheet. If the tenant has the above-mentioned consumption behavior, but the floor is not detected, this fee will be borne by the ward round attendant. If not, the person on duty at the front desk will be responsible.

Fourth, sort out the turnover on duty

1, according to the check-out rate of the day, check the deposit slip or rent left in the house. And whether the check-out room card has been recovered.

2. One to two hours before leaving work, sort out the rental income, telephone charges, paid items, furniture configuration damage fees and invoice tax on duty, and put back the same amount of reserve fund, and the rest is the turnover on duty that day.

3. Fill in the balance sheet, remarks, etc. And give them to the finance department. If you are on duty at the end of the financial period, you will receive a fixed safe.

4. The turnover (rent or other income) of the remaining time is counted as the duty camp of the next shift of personnel on duty, and the number is counted by successors.

Verb (abbreviation for verb) telephone transfer service

1, the outside line replied: "Hello! Dancheng Business Hotel Front Desk! I'm Li X, what can I do for you ... "

A if the call needs to be transferred to the guest room, the other party should provide the accurate room number and tenant name;

B If the call needs to be transferred to the office, ask the other person's name and what's important. Please wait a moment. While holding the phone, call the office manager and ask if XX's phone is connected. If not, tell the caller that manager XX is not in or in a meeting.

C. If the person you want to call is not in, politely reply to the other party: XX phone is not answered/temporarily unavailable/or in a meeting, shall I leave you a message? Or leave your contact information and call you back when XX comes back.

2. Internal answer: Hello! Front desk (operator), can I help you? If the caller shows the exact room number, the guest's last name should be added before the guest's "Mr./Ms./Ms./Manager/Boss".

3. Internal and external calls should be answered after three rings. If it is more than 3 rings, after picking up the phone, apologize to the other party: "I'm sorry! Thank you for waiting, here is ... "

4. Keep a pen and paper beside the phone to record the information that the caller needs to convey, including the caller, the message time, the message content and the person who needs to convey.

Precautions for dialing intransitive verbs:

1, decent image, the body can not rely on tables, chairs, walls, let alone sitting on tables or chairs.

2. At work, to make a long story short, don't let the work phone be busy for a long time, so as not to affect the transmission of business information.

3. During the call, always smile and the other party "listens".

Don't chew when you are talking, it is disrespectful to others.

5. During working hours, employees are not allowed to make local or long-distance personal calls using company communication equipment.

6. After the phone call, say some polite words: trouble, trouble, thank you, goodbye. Don't put down the receiver until the other party hangs up.

Seven, answer the guest's questions, handle the guest's complaints, ideas and requirements:

1. Listen to and handle guest complaints with a positive attitude.

2, empathy, can change roles, put yourself in the guest's shoes.

3, under the premise of not violating the rules and regulations, as far as possible to meet the needs of the guests.

4, tolerance, patience, regardless of any reason not to argue with the guests, give the reasons to the guests.

5, try to maintain the self-esteem of the guests, even if the fault lies in the guests, try to "take a ladder" to let the guests step down.

6. Maintain the image and reputation of the hotel and never give up the principle. But always pay attention to the expression of language: an expression should be natural and generous, don't panic, don't be absent-minded

B the tone should be soft, not too loud. Talk to guests in a tone of discussion or inquiry.

C speaking posture, when discussing with guests, don't move too much, don't dance, don't point at people, and don't cross your hands on your chest.

7. Any complaints to the guests should be clearly and reasonably explained or explained. If the situation is serious, it should be reported to the superior leader immediately.

8. Thank the guests for their reasonable suggestions, criticisms and complaints, and explain to them that we will adopt them when the department conditions are ripe.

PS: Treating guests' complaints and criticisms rationally reflects the best professional quality of employees in the tourism industry.

Job responsibilities of housekeeping staff

1. Room cleaning (check-out, update, undisturbed rooms, vacant rooms)

1, after the morning shift, find out the room distribution on that day. The leader or manager arranges the cleaning task for the day, and prepares the cleaning car, corresponding linen (quilt cover, bed sheet, pillow bag, bath towel, face towel ……) and consumables (water cup, toothbrush/cream, soap, toilet paper, tea bag, sewing kit, slippers, shoe cloth …).

2. Clean the room in order: update the room-check out-do not disturb-clean the empty room:

The time to clean the room should not exceed 30 minutes.

B. Check-out cleaning should not exceed 45 minutes.

Please don't disturb the room. Please call or knock on the door in advance to get the guest's consent before cleaning.

D the last room should not be vacant for more than 5 minutes.

3, room cleaning standard procedures:

A Knock on the door three times, three times each time, with an interval of three seconds, and report "room service"/"cleaning" at the same time.

B. Remove the garbage (please keep the guest's post-it notes or newspapers, and don't remove them without the guest's consent).

C according to the standard back/make the bed (if it is a guest, according to the requirements of the guest).

D clean the toilet (do not throw the ash and disposable soap in the ashtray into the toilet)

E dust removal: wipe clockwise or counterclockwise from top to bottom, pay attention to the corner position)

F supplementary items (according to the specified quantity to supplement the lack of guest supplies)

G. Vacuum (from the inside, pay attention to corners)

H check: the last sight of the waiter is the first sight of the guest.

4, clean the bathroom standard procedures:

A remove rubbish and cloth.

Wash cups and tableware

C black liquor spraying: wash basin, toilet and bathtub.

D cleaning with bathtub brush and toilet brush: brushing, rinsing and wiping.

Wipe the mirror

Replenish guest supplies and linen

Wipe the floor.

Two, statistics on the day of the handover of housing forms and work.

1. Be good at remembering the tenant's last name or first name, but at least you can't call him by his first name. Know the number of days and guests. If you are a frequent visitor, try to master the habits and likes and dislikes of the house. Remember the housing situation on your floor.

2. Assist the front desk staff, supervise the payment of rent and register the entry and exit of tenants.

3, sick or brewing tenants, to hand over to treat all employees pay attention to their room. If there is sudden kindness, report to the superior leader.

4. When the tenant borrows additional room equipment, he should register and hand over the loan according to the company's regulations.

5. After the guest checks out, the items left in the guest room should be immediately handed over to the front desk or office to contact the owner. Shelf life of items left by guests: three months for ordinary items and one year for valuables.

6. Provide room service for extended stay and newly rented tenants on the same day: sanitation, morning call, boiled water delivery, newspapers and other services.

7. The foreman should do a good job in the working hours and status of the employees in charge and check the room sanitation cleaned by the employees.

8. Count the number of linen and consumables on duty that day.

Third, the ward round procedure:

1, get the information of the tenant's check-out, and knock on the door to enter the room: first check whether the room configuration (linen, electrical appliances) is complete or damaged, and the use of paid items. Is there any damage or serious stains on the furniture? )

2. If the room configuration is damaged or lost, tell the front desk truthfully and the front desk will charge compensation fees.

3, if due to the waiter's mistake, at the end of the furniture damage and the amount of paid use of goods to inform the front desk, then this fee shall be borne by the ward round waiter.

Four, the guest damaged items processing:

1. Keep the site and immediately notify the supervisor or manager to arrive at the site.

2. The supervisor or manager shall notify the relevant departments according to the degree of damage.

3, four professionals to determine the amount of compensation, by the main management personnel or manager to contact the guests.

4. For some treatable damages, there is no need to compensate or compensate part of the cleaning and maintenance costs.

Fifth, keep your work area clean and tidy.

Before and after work, clean up the work area and put it in order.

Six, handling guest complaints

1. Apologize to the guests, and consider and solve problems for the guests from their standpoint.

2, safeguard the interests of both guests and hotels, in the absence of a clear understanding of the truth, can not blindly and rashly give guests positive or negative answers.

3, timely report the guest complaints, and make complaint records.

4. If you can't handle it within your own scope, report it to the supervisor or manager in time.

Seven, statistical linen and consumables used on duty that day.

Eight, room service matters needing attention:

1, when walking, stretch your shoulders, don't bend over, don't run in an emergency, you can go quickly.

2. According to the principle of right-hand traffic, if you meet an oncoming person while walking in the opposite direction, you should take the initiative to give way.

When the guest can't find the department he wants to go to, he should take the initiative to show him the way.

4. When cleaning, if the tenant is in the guest room, say to the tenant: Sorry to bother you.

5. When you meet a guest in the hotel corridor, stop on the right (or slow down gradually). Guests should go first and say hello or smile and nod.

Job responsibilities of hotel security

Job description:

The person in charge of the duty post will ensure the normal operation of the hotel by controlling the exits, maintaining the order of traffic arteries and public areas, and diverting and parking vehicles.

Scope of responsibilities:

1, familiar with public security fire control business knowledge;

2, strict verification, beware of other people mixed into the hotel;

3, strictly implement the system of receiving visitors, who enter the hotel contact work, business personnel must follow the procedures of receiving visitors;

4. Supervise employees to wear certificates in and out of the hotel, and supervise hotel employees' attendance and punching;

5, do a good job of foreign vehicle registration;

6. Prevent employees and guests from bringing dangerous goods into the hotel without authorization;

8. Check the articles carried by employees according to the requirements of employee handbook;

9, write a good record on duty, do a good job of succession, do a good job in the health of the area on duty, important situation must have a special report;

10, provide escort service when necessary;

1 1. Maintain order in the lobby and maintain an elegant and civilized environment in the lobby;

12, take care of public facilities;

13, to prevent mental patients, ragged people and disheveled people from entering the hotel;

14, pay attention to tracking and asking people who have no clear goals, take timely measures when suspicious circumstances are found, and pay close attention to people who enter and leave the hotel after zero;

15, to assist the security foreman in investigating and handling complaints;

16, in conjunction with the security foreman to correct and control the misbehavior;

17, politely answer guests' questions, give directions, help the elderly, the weak and the sick;

18, grasp the general situation of the hotel, important meetings, banquets and other activities, and strengthen the patrol of relevant areas;

19, check the safety of key parts of the hotel, such as dressing rooms, public places, emergency exits, etc.

20, check the implementation of the safety management work of each department;

2 1, check the operation of various facilities and equipment, take effective measures in time when problems are found, protect the site and report in time;

22, familiar with all the emergency procedures of the hotel, familiar with the distribution of fire fighting equipment on each floor, master the use of fire extinguishers, put out the fire in time and report quickly;

23, conscientiously do a good job of inspection records, succession;

24. Complete other tasks assigned by superiors.

I hope the above answers are helpful to you!