On the management skills of room service

When it comes to room service management, everyone has his own opinion, and each hotel has different management methods according to its own specific situation. 1997 After graduating from the hotel management major, I joined the Junyao Hotel of Junyao Group. I have been engaged in room service management for ten years and have a special liking for room service management, from which I have learned a lot. Combined with the work experience after the reopening of Junyao Hotel, through my own personal experience and experience for many years, I will talk about my own experience in room service management and discuss with you. Guest rooms are mainly departments and places that provide accommodation and rest for in-house guests. They provide many services for their guests and require different standards. To manage guest rooms well, we need to grasp the "degree" of management. I think it is very helpful for room management to do the following work well:

One: Management depends on control. See the effect details.

Looking back, whether all the work in the guest room can run normally and whether the result can meet the standard requirements, the most important thing is the control and management of the working process. Because the control of the working process is reasonable and accurate, and the management is in place, it determines whether the service results meet the standards and satisfy the guests. Speaking of the importance of service process control and management, I am deeply touched. For guests, the most basic and crucial thing is whether the room is clean. The hotel will formulate cleaning standards, requirements and procedures according to the situation of its own rooms, and train its employees accordingly. However, in normal work, some employees will intentionally or unintentionally reduce the prescribed procedures and reduce the cleaning requirements when cleaning the room. This requires the housekeeper to check whether the cleaning process meets the relevant requirements and processes and whether it meets the standards of cleaners. If it is found that the working procedures are reduced and the cleaning requirements are reduced, the employees should be reworked immediately according to the standards. It happened before that the bagged tea in the room was not replenished according to the specified requirements and was complained by new guests; When cleaning the guest room, only cotton fabrics and consumables were replaced, and the room was not cleaned as required. As a result, the guest complained Therefore, the quality of room service control and management has a great influence on the result of room service.

Second, treat guests like family members and serve them with heart.

As mentioned above, guest rooms are mainly departments and places that provide accommodation and rest for in-house guests. They not only provide star-rated services for guests, but also provide special services for guests. This requires us not only to have professional service knowledge and skills, but also to treat guests like relatives and be caring in the service process. We once met a guest who came to stay. Shortly after he checked in, he complained of a stomachache. At first, he thought it was caused by catching cold. I asked the waiter to provide hot towels for the guests, but it didn't get better. Soon after, I saw the guest's face was pale, his hands were blue, and he was also vomiting. Seeing this situation, I immediately arranged for the staff to directly carry the guests out of the hotel and send them to the hospital for rescue. Fortunately, it was delivered in time, and the guests were in good health after treatment. The next day, the guest's friends came to us specially to thank us for our service and help.

Third, personalized service, add warmth and stabilize customers.

With the development of society, the competition in the hotel industry is becoming more and more fierce. In order not to be eliminated, hotels should not only pay attention to standardized services, but also expand personalized services and establish their own service characteristics to distinguish them from their peers, thus attracting customers' consumption. We provide free children's laundry service for guests with children and free large bottles of shower supplies for business guests, thus attracting and stabilizing a group of customers.

Fourth, team spirit and active cooperation

How to complete all the work in the guest room depends on the efforts of the department manager and the cooperation of other departments in the hotel. In the past, a lot of work in the guest room was passive, and other departments cooperated and assisted. We changed this concept, changed from passive to active, and actively communicated with other departments to understand their work situation and progress, so as to adjust the development of some work in the guest room and make all the work in the guest room go smoothly. For example, take the initiative to contact the sales front desk department to find out the room reservation and arrival, and arrange the carpet cleaning in different rooms reasonably.

These are some of my experiences about room management. To do a good job in room management, we should not only summarize our own work, but also strengthen the study and accumulation of hotel management knowledge, and communicate with our peers at the same time, so as to make our service work to a higher level.