Awakening to customer complaints

For this customer complaint, the hotel cleaning department and I have unshirkable responsibilities. Just one month after joining the hotel on Ctrip.com, every colleague worked hard to create a 5.0 rating, but the result fell short due to one bad review.

There are two serious problems that are mainly reflected in customer complaints and negative reviews:

1. The anti-slip problem of slippers:

? The last batch of slippers is worse than the original batch The quality of slippers has improved, but the anti-slip problem has not been completely solved. Guests can be reminded to lay down floor mats when checking in and avoid slippers from getting wet. If the previous batch is used up, the purchaser will be changed for the next batch.

2. Customer complaints about the service attitude of the housekeeping aunt in the guest room

The guest room is the product that guests value most after staying in the hotel. Its product quality and service quality directly determine the guest's satisfaction.

But the work in the guest room is complicated and complicated. How can we do everything in detail and cover everything? Summarize the guest room work into 9 words, hoping to improve work efficiency and service quality clearly and intuitively.

The first word: enter

In fact, the literal meaning is to enter the guest room. When entering the guest room, the waiter should pay attention to the following points:

1 , knock gently three times, three times each time, and announce your identity as a waiter.

2. Slowly push the door open, hang the "Cleaning Sign" on the door lock handle, and keep it open until the work is completed. Turn on the light and check for any faults.

3. Fold the rug in half and place it on the bathroom door handle.

4. Open the curtains and window screens to provide sufficient light in the room for easy cleaning.

5. Open the windows to allow air circulation in the room.

The second word: Withdraw

"Withdraw" mainly means replacing the used items in the guest room and disposing of the garbage left by the guests:

1. Pour water to flush away the dirt in the toilet, and then spray the "three tanks": basin, bathtub, and toilet with detergent. Then, remove the "four towels" (face towel, square towel, bath towel, and floor towel) used by the guests.

2. Check the wardrobe, shoe cabinet, and bedside table in order. Leftover items should be handed over to the receptionist as soon as possible. If possible, they should be returned to the guest as soon as possible and recorded on the front desk hygiene daily report. .

3. Use the room trash can to collect garbage. If the cigarette butt in the ashtray has not been extinguished, it must be extinguished before pouring it into the trash can to avoid causing a fire.

4. Remove used takeaway cups and clean water cups and toothbrushes.

5. Clean the bed, remove the used sheets and put them in the cleaning cart linen bag.

Steps to clean the bed

1. Remove the pillowcase

A: Pay attention to whether there are any leftover items such as watches, wallets, necklaces, etc. in the pillowcase;

< p>B: Place the pillow on the bay window cushion

2. Peel off the sheets

A. Peel off the sheets one by one to avoid tearing

Pay attention to whether there are any items from guests;

Remove used sheets and pillowcases

A. Put the removed sheets and dirty pillowcases into the linen at one end of the cleaning vehicle In the bag;

The third word: spread

"Push" actually means arranging the beds in hotel rooms:

1. According to hotel regulations The bed-making procedure is based on the bed-making method;

2. The bed should be flat, symmetrical, crisp, and beautiful

The fourth word: wash

The bed After that, you should clean the bathroom first, allowing a certain amount of time for the dust raised by making the bed to settle, and then use a rag to remove the dust. The bathroom is the place where guests are most likely to be picky, and operating procedures must be strictly followed to ensure that it meets the prescribed hygiene standards. Wear gloves before cleaning.

1. Spray the wash basin and toilet again with detergent.

2. Dispose of waste in paper baskets, throw broken soap, used toothpaste, etc. into the trash can and throw them out together.

3. Wash ashtrays and tea cups.

4. Pay attention to stains on wash basins and faucets. (Clean the hair in the sink and check whether the water is flowing smoothly)

5. Use the shower door and shower curtain to flush the door and walls with water from the shower nozzle.

6. Use marked hair balls to wash the toilet, toilet seat and cover. Pay special attention to cleaning the toilet outlet, water inlet, toilet inner wall and base.

7. Use a dry rag to wipe dry tea cups, ashtrays, baskets, cup holders, wash basins and faucets, mirrors, bathroom switches, sockets, facial tissue dispensers, paper roll holders, telephones, and bathtubs Upper walls and bathtubs (including shower accessories, coat hooks, and bathroom door panels both inside and outside).

8. Use another rag to wipe the toilet and its water tank.

9. Put the wiped trash can back to its original place, and place the wiped ashtray in its original place.

10. Use a special mopping cloth to wipe the bathroom floor clean. The cleaned bathroom must be neat, dry, odor-free, dirt-free, soap-stained and water-stained. (Pay attention to the hair on the sewer outlet)

The fifth word: wipe

"Wipe" mainly means wiping some facilities in the guest room and wiping the electrical equipment in the room. Check other facilities:

1. Wipe from the door number outside to the inside and outside of the door, and pay attention to the door handle and the safety map behind the door.

2. Wipe the furniture and items in the room from top to bottom in a clockwise (or counter) direction, paying attention to the bottom and corners of the furniture.

The waiter should pay attention to the following matters when wiping dust:

A. Pay attention to the difference between dry and wet rags:

For mirrors, lamps, TVs, etc. Equipment items should be wiped with a dry cloth; furniture soft parts and fabrics should be wiped with special dust removal equipment; dust on wallpaper should not be wiped with a wet rag. Special note: Use alcohol cotton to wipe the gaps between various remote control panels to prevent bacterial cross-infection.

B. Check the electrical equipment in the room

During the dusting process, you should pay attention to check whether the TV, telephone, light bulb and other electrical equipment are faulty. If found, report it for repair immediately and do the following. Good record. (To avoid the problem of the TV not turning on after guests enter the room)

C. In addition to dry cleaning, all facilities in the room must be inspected.

The 6th word: Supplement

1. Replenish supplies in the bathroom and place them neatly according to unified requirements.

2. Facial tissues and rolls should be folded to make them beautiful and convenient for guests to use.

3. The "four towels" are placed neatly according to the prescribed positions.

4. Supplementary room items must be arranged neatly according to the specifications required by the hotel.

5. Replenish cups.

The replenishment of room items must be replenished, replenished, and put away according to the hotel's stipulated variety and quantity and escort delivery requirements, and attention should be paid to the consistent labeling and appearance

4. In order to reduce the workload, the hotel has not High-intensity vacuum work is required, but the floors in guest rooms should be swept first and then mopped.

The 8th word: Check

"Check" mainly means self-examination. After the room is cleaned, the room attendant should look around the room and conduct self-checks:

1. Check whether the room is clean.

2. Are the items complete?

3. Whether the placement complies with regulations.

4. Are there any cleaning supplies or tools left behind?

5. Check whether the curtains and window screens are closed.

The 9th word: log in

"Log in" mainly refers to the things that the waiter needs to pay attention to after cleaning up the guest room and register well.

1. Pull out the door card in the room.

2. Close the door gently and retrieve the "Cleaning" sign.

There is no perfect service, and it is difficult to agree with everyone. Hotel services must reasonably and promptly solve the needs of guests, and deal with big things and turn them into small things. Do your best to do your job well, remember not to contradict customers, do not chat with customers, do not inquire into customers' privacy, and do not deliberately ask for verbal praise? During work, do not gather in groups to chat, do not make small reports, do not slander each other, and do not make any excuses for your work mistakes.

This mistake is also related to my negligence and laziness in management. From now on, we will be colleagues at work and friends after work. I hope that every colleague will be strict with himself.