Help the hotel management system

First, pay attention to fire prevention and theft prevention. If there is any abnormal situation or smell, it must be found and handled immediately and reported to the relevant departments in time to effectively eliminate hidden dangers.

Second, carefully check all areas, eliminate unsafe hidden dangers, and ensure the safety of hotel and guests' lives and property.

Third, the staff should wholeheartedly protect the hotel property, the life and property of the guests and personal safety during the duty, and don't open the door for any unknown guests unless they receive the notice and proof from the front office.

Fourth, the room is clean and sanitary. When guests enter, they should politely check whether the guest's key card matches the room number to prevent others from entering the room by mistake.

If the guest forgot his key and you didn't know it, you should contact the front desk. You can't open the door until the front desk confirms your identity and informs you.

Six, found a suspicious stranger wandering in the corridor or near the guest room, or the guest room is abnormal, animals or contraband are found in the room, the guest's mood changes, illness or specific actions, all need to report to the leader immediately.

Seven, when dumping garbage in the trash can, pay attention to whether there are special items in the bucket, and whether there are things that the guests accidentally drop or put in the wrong place.

Eight, when closing the door, pull the door handle to close the door. Don't just slide the door and close it, so as not to pinch your hands. Check whether the door is locked.

Nine, the key should be properly kept, so that the key does not leave the body, and it is not allowed to throw it casually. Give it to the successor safely before work, and the key is not allowed to leave the hotel. Broken keys should also be returned as a whole.

Ten, clear, understand the location and use of floor fire equipment.

Hotel passenger accommodation registration system

In order to strengthen the internal security management of hotels, ensure the life and property safety of hotels and guests, and strictly implement the relevant provisions of the Measures and Rules for the Administration of Public Security, the following hotel passenger registration system is formulated.

First, the household registration officer must strictly fulfill the requirements stipulated in Article 11 of the Detailed Rules for the Administration of Public Security in Animal Husbandry and Tourism, strictly register the check-in procedures of passengers according to the twelve job responsibilities, abide by the law and shall not engage in illegal business activities.

Second, the appearance is correct, the speech is amiable, and the passengers are warmly received. The hotel situation, passenger accommodation instructions and hotel management system are introduced in detail.

Third, do a good job in mobilizing passengers' luggage, valuables and cash to be kept by the hotel.

Fourth, strict passenger accommodation system.

1) Domestic passengers are requested to go through the boarding procedures in detail with legal and valid certificates.

2) Do a good job of certificate inspection, and prevent undocumented persons and false certificates from sneaking into the hotel for illegal and criminal activities.

3) It is forbidden to receive foreigners from Hong Kong, Macao and Taiwan beyond the scope.

4) Strictly implement the system of double rooms and private rooms. Passengers and household registration clerks from different places and different work units may not arrange private rooms for two people.

5) Adult men and women must show their marriage certificates if they want to live in private rooms. Both men and women are over 45 years old and can register for accommodation in the same household.

6) Keep the registration forms of passengers' accommodation and check-out in duplicate, bound once a day and one in January, and keep them properly.

Five, conscientiously do a good job in the arrest of wanted criminals in our hotel.

Six, do a good job in the handover system, so that three handover, public security management handover, room charge collection handover, passenger property custody handover, so that everything is recorded and signed.

Seven, adhere to the post standard system, study business, and constantly improve the political and professional level.

Holiday hotel duty system

In order to implement all the work of the hotel, ensure that people at all levels are responsible and prevent all safety accidents, the following system is formulated:

First, the duty system is implemented. The manager insists on taking turns to be on duty for eight hours, and there is a special person in charge for 24 hours.

Second, the manager on duty, check and supervise the post responsibility system of the staff, keep checking, record everything, act according to the post responsibility, and reward and punishment are clear.

Third, adhere to the system of ward rounds, understand the situation of the guests, grasp the key points, pay attention to the doubts, and make ward rounds regularly.

1) rounds, number of guests.

2) Check the room safety facilities.

3) Check whether there are illegal and criminal activities.

4) Check the hidden danger of fire source and rectify the problem in time to ensure the safety of hotel passengers.

Four, the personnel on duty should stick to their posts, be vigilant, patrol and check frequently, and actively assist the accommodation registrar, floor attendant and security guard to maintain post order, so as to ensure the orderly work of this post.

Five, the manager on duty should check each position, supervise and urge to do a good job of succession of each position, so that the responsibilities are clear.

Six, the implementation of on-the-job training system, so that training in stages and batches, everyone related certificates.

Job responsibilities of housekeeping staff

(1) Housekeeping Manager

[management level]

Direct superior: deputy general manager of the hotel

Direct subordinates: Housekeeping Manager, Room Floor Supervisor.

[Job responsibilities]

1. Carry out the operation and management instructions of the deputy general manager of the hotel, and be responsible and report to the deputy general manager.

2, according to the hotel's business policy and objectives, responsible for the preparation of the housekeeping department budget, formulate various business plans, and effectively organize the implementation and monitoring, to achieve the expected goals.

3, market-oriented, study and grasp the changes and development of the market, timely adjust the business strategy, strive to generate income, adhere to the policy of taking the department as the cost center, strictly control costs, reduce consumption, and obtain the maximum economic benefits with the minimum cost.

4, presided over the department work meeting, listen to the report, supervise the work progress, solve the problems in the work.

5. Be responsible for the safety management of the housekeeping department, follow the safety responsibility system of "who is in charge, who is responsible", urge all districts of this department to implement various safety management systems, do a good job in safety prevention, and ensure the safety of one party.

6. Be responsible for the daily quality management of the housekeeping department, check and urge all districts to carry out their work in strict accordance with the work specifications and quality requirements, implement standardized operations, patrol all districts of the department more than once a day, and check all kinds of rooms 10.

7. Be responsible for the service tenet education and job training of employees in this department, urge all districts to do a good job in training, and carry out the activities of "learning advanced and finding gaps" in a planned way to improve the professional quality of all employees.

8. Communicate with other departments of the hotel and do a good job of coordination.

9. Establish a good customer relationship, listen to and collect customers' opinions extensively, handle complaints, and constantly improve the work.

10, review the daily business statements of each district, pay close attention to the customer situation, grasp the important reception tasks, and timely check and urge each district to do a good job in reception service and seeing off.

1 1, responsible for the use and management of guest room facilities and equipment, urging all districts to do daily maintenance and cleaning, and conducting regular assessment and inspection; Participate in the renovation of guest rooms and study and improve the equipment and facilities of guest rooms.

12, evaluate the performance of managers and supervisors in each district, stimulate the enthusiasm of employees and continuously improve management efficiency.

13, do a good job in political and ideological work, care about employees' lives, and do a good job in departmental civilization construction.

(2) Housekeeping Manager

[management level]

Direct supervisor: Housekeeping Manager

Direct reports: public area supervisor, laundry foreman.

[Job responsibilities]

1. Carry out the work instructions of the housekeeping manager, be responsible for the management and service of the housekeeping department, and report to the housekeeping manager.

2. Adhere to budget management and cost control, effectively organize the work of public areas and laundry departments, and strictly control costs.

3. Preside over departmental work meetings, supervise work progress and solve problems in work.

4. Be responsible for the safety and daily quality management of the housekeeping department, check and urge all districts to carry out their work in strict accordance with the work specifications and quality requirements, implement standardized operations, patrol the work scope of this department daily, find problems in time and make timely rectification.

5. Be responsible for the service tenet education and job training of housekeeping staff, and urge all districts to pay special attention to the training work in a planned way.

6. Strengthen contact with other departments, establish overall business ideas and communicate with each other.

7. Review the daily business reports of each district, pay close attention to customers, master important reception tasks, and timely inspect and urge each district to do a good job in reception services.

8. Be responsible for the use and management of housekeeping facilities and equipment, and urge all districts to do daily maintenance and cleaning, and check them regularly.

9. Do a good job in political and ideological work, care about employees' lives, and do a good job in departmental civilization construction.

(3) Public Regional Director

[management level]

Direct supervisor: Housekeeping Manager

Direct reports: cleaning foreman and maintenance foreman.

[Job responsibilities]

1. Carry out the instructions of the Housekeeping Manager, and be responsible and report to him.

2. Be responsible for the quality management of cleaning and greening in public areas of the hotel, and organize employees to do a good job in cleaning and greening in public areas of the hotel in strict accordance with work norms and quality standards.

3. Strengthen cost control, be responsible for the management and requisition of property and materials in the area, supervise employees to use all kinds of equipment correctly and save materials. And do a good job of maintenance and storage, and report for repair or put forward update opinions in time when equipment failure is found.

4, adhere to the service site management, responsible for team work assessment, employee attendance and business training.

5. Communicate with all departments and coordinate their work.

6, care about employees' lives, understand employees' ideological status, do a good job in ideological education and do a good job in team civilization construction.

(4) cleaning the foreman

[management level]

Direct superior: Public Regional Director

Direct subordinates: cleaning staff

[Job responsibilities]

1. Carry out the work instructions of the supervisor and report the work.

2, lead and supervise the team staff, in accordance with the work norms and quality standards, do a good job of cleaning public areas, carpets, sofas, and greening layout, maintenance and cleaning.

3, responsible for cleaning machinery, greening tools storage, maintenance and material recipients, distribution.

4, understand the use of various equipment, facilities and furniture in the public * * * area, timely maintenance and report to the superior.

5. Be responsible for the work arrangement and attendance of employees in this team, and teach new employees in time.

6, responsible for the succession work, completes the handover record.

7, care about the life and ideological status of employees, pays special attention to the construction of civilized team.

(5) Cleaning personnel

[management level]

Direct supervisor: cleaning foreman

[Job responsibilities]

1. Obey the work arrangement of the foreman, do a good job of cleaning and hygiene in the responsible area according to the work specifications and quality standards, and master the maintenance, cultivation and pruning techniques of flowers and trees.

2, check the area of responsibility of all kinds of equipment and facilities and furniture in good condition, timely report and maintenance.

3, do a good job of cleaning machinery and cleaning supplies maintenance and custody.

4, in strict accordance with the greening work norms and quality standards, do a good job in the arrangement, maintenance and cleaning of flowers and trees.

(6) Maintenance foreman

[management level]

Direct superior: Public Regional Director

Direct subordinates: maintenance personnel

[Job responsibilities]

1. Carry out the work instructions of the supervisor and report to him.

2. Lead and supervise the staff on duty, and do a good job in daily cleaning and maintenance of hardware facilities and equipment in public areas according to work standard procedures and quality standards.

3. Responsible for the storage and maintenance of cleaning equipment and maintenance tools in public areas, and the collection and distribution of materials and supplies.

4. Understand the use of various hardware facilities, equipment and furniture in public areas, master their performance, and carry out maintenance as required in time.

5. Be responsible for the work arrangement and attendance of employees in this team, and lead new employees.

6, responsible for communication and cooperation with all parts.

7, responsible for the succession work, completes the handover and work records.

8, care about the life and ideological status of employees, pay special attention to the construction of advanced teams.

(7) Maintenance personnel

[management level]

Direct supervisor: maintenance foreman

Direct reports: None

[Job responsibilities]

1, obey the work arrangement of the foreman, and do a good job in various maintenance work according to the work specifications and quality standards.

2, check the area of responsibility of various facilities and equipment in good condition, timely report and maintenance.

3, do a good job of cleaning machinery and cleaning supplies maintenance and custody.

4, according to the maintenance specifications and quality standards to do a good job in the maintenance of various facilities and equipment.

(8) Laundry foreman

[management level]

Direct supervisor: Housekeeping Manager

Direct subordinates: dry cleaning and ironing workers, linen keepers, etc.

[Job responsibilities]

1. Carry out the work instructions of the housekeeping manager, and be responsible and report to him.

2. Supervise employees to do a good job in quality inspection, collection and storage of all kinds of sheets and work clothes, and prevent sheets and work clothes that are in short supply and do not meet the quality requirements from flowing into the use department.

3. Strengthen cost control, master the use and wear of all kinds of linen and overalls, and put forward plans for updating, scrapping and purchasing in time to prevent the exchange from falling behind.

4. Supervise the staff of the washing and ironing team to do the washing and ironing of all kinds of linen, guest clothes and work clothes in strict accordance with the washing and ironing workflow to ensure the quality standards.

5. Be responsible for the use and management of laundry property and equipment, supervise employees to do daily maintenance and cleaning work, and ensure that the accounts are consistent.

6. Adhere to the management of the service site, and be responsible for the daily work assessment, employee attendance and business training of each team.

7. Be responsible for the work arrangement, attendance and teaching of new employees.

8. Communicate and coordinate with all departments.

9. Do a good job in fire control and security to ensure the personal safety of employees and the safety of hotel property.

10, understand and master the employees' ideological status, do a good job in ideological work, and do a good job in civilized construction in various districts.

1 1. Handle all kinds of complaints, demands and inquiries from guests.

(9) Dry cleaning and ironing workers

[management level]

Direct supervisor: Laundry foreman

[Job responsibilities]

1, obey the work arrangement of the laundry foreman.

2. Complete all kinds of linen and work clothes with good quality and quantity according to the quality standards of washing and ironing work specifications.

Washing and ironing guests' clothes.

3, do a good job of daily inspection and maintenance of various mechanical equipment, save the use of various materials.

Products.

4. Make the workplace clean and safe.

(10) linen keeper

[management level]

Direct supervisor: Laundry foreman

[Job responsibilities]

1, obey the work arrangement of the laundry foreman, and do a good job in quality inspection, storage and collection of linen.

2. Carefully check and accept the washing and ironing quality of washed linen, collect and inspect discarded linen, and put forward opinions and suggestions on handling linen that does not meet the quality requirements.

3. Custody linen account is consistent, linen receiving and dispatching procedures are complete, and the registration is clear.

4, responsible for all kinds of linen classified inventory collection and adjustment and inventory registration, complete procedures, accurate.

5. Keep the linen room clean and tidy, and clean and maintain the property and equipment.

(1 1) Attendant in the overalls room

[management level]

Direct supervisor: Laundry foreman

[Job responsibilities]

1, obey the work instructions of the laundry foreman, do a good job in quality inspection, storage, sending and receiving and mending of work clothes, and transform all kinds of waste linen.

2. Carefully check and accept the washed work clothes, check the abandoned work clothes, and put forward treatment suggestions for the work clothes that do not meet the quality requirements.

3. Do a good job in the classification, counting and registration of work clothes. Complete and accurate procedures.

4. Store and keep the account contents of work clothes.

5. Keep the work clothes room clean and tidy, and clean and maintain the property and equipment.

(12) Guest clothes receiver and clerk

[management level]

Direct supervisor: Laundry foreman

[Job responsibilities]

1, obey the work arrangement of the laundry foreman, collect and return the guest's clothes accurately and timely.

2. Check the guest's clothes carefully, check the number of pieces, room number and washing requirements, check whether there are any left-over items in the guest's clothes, and make records and sign for them.

3. Responsible for the quality inspection of guest clothes after washing and ironing, and deliver the guest clothes that meet the quality requirements to the room according to the clothes delivery procedure, and register them carefully.

4. Responsible for sending the laundry bill to the cashier at the front desk.

5. Do a good job in sorting out and counting guest laundry records, guest laundry accounts and production records.

6, responsible for the laundry property equipment management, establish a detailed account, regular inspection, assist the laundry foreman to control costs.

7, answer the phone, convey information, make records, keep the office clean and tidy.

8. Summarize the monthly production report and employee attendance records to obtain office equipment.

9. Keep all kinds of records and arrange the reimbursement of petty cash.

10, and earnestly do other work assigned.

(13) Guest Room Floor Supervisor

[management level]

Direct supervisor: Housekeeping Manager

Direct subordinates: floor foreman, service center staff, warehouse keeper.

[Job responsibilities]

1. Carry out the work instructions of the housekeeping manager, and be responsible and report to him.

2. Understand the guest situation of the day, master the guest room situation of the day, supervise the contact and coordination between the floor and the front desk, and ensure the normal and timely rental of the room.

3, reasonable arrangement of manpower, organization and command staff in strict accordance with the work norms and quality requirements to do a good job of guest welcome and service, as well as the cleanliness of the room and environment.

4. Do a good job in the service tenet education and job training of employees to ensure high-quality and standardized services.

5. Adhere to the supervision and management of the service site, patrol each floor every day, inspect 30% of the guest rooms and OK rooms in the area, supervise the work of the foreman and waiters, and promptly guide and correct problems when found.

6. Plan, organize and control the weekly health work.

7, responsible for handling the problems left by the guests.

8. Handle special requirements and complaints of guests.

9. Preside over the daily meeting of the foreman, organize the staff plenary meeting and make records.

10, responsible for the cost control of the area, supervising and inspecting the warehouse keeper's management of property and materials, establishing a three-level account of property, and regularly checking the receipt, dispatch and allocation of the department's property and materials to ensure that the accounts and materials are consistent.

1 1. Educate and supervise employees to do a good job in maintenance and repair, and regularly arrange equipment maintenance, material purchase and transformation plans.

12, responsible for the daily management of the room service center, organizing and guiding employees, doing all the work of the room service center in strict accordance with the quality standards of the service work specification, and carefully consulting various business reports and work records every day.

13. Adhere to on-site supervision and management, ensure 24-hour telephone answering in the room service center and monitor the service quality of the check-in service desk, and promptly guide and correct any problems found.

14, do a good job of communication and coordination with other departments.

15, responsible for implementing the safety management system of the department to ensure safety.

16, understand the employees' ideological status and do a good job.

(14) Warehouse keeper

[management level]

Direct supervisor: room supervisor

[Job responsibilities]

1, obey the work arrangement of the room supervisor.

2. Responsible for the management of property and materials in this department.

3. Grasp the classification and use of the fixed property in this department, and do a good job of counting, posting, building cards, updating, adding, allocating and lending all kinds of property according to the requirements of hierarchical management, and prepare a three-level ledger to ensure that the accounts are consistent with the objects.

4. Be familiar with the names, specifications and quality standards of various guest articles and drinks in the guest room bar, do a good job in receiving, distributing, registering, keeping and reimbursing consumption, summarize, analyze and count on time, and report to the room supervisor for review.

5. Grasp the arrival and departure of VIP and administration building guests, assist floors, and timely distribute, register, consume and recycle all kinds of gifts and articles according to the requirements of room layout.

6. Be familiar with the use of all kinds of work utensils and office supplies in this department, do a good job of receiving, distributing, registering and keeping, make statistics and summary analysis on time, prevent waste and ensure that the accounts are consistent.

7. Keep the shelves and cabinets of spare materials and supplies clean and safe to prevent mildew and pests.

8, responsible for the handling of recipients.

(15) room center staff

[management level]

Direct supervisor: room supervisor

[Job responsibilities]

1, obey the work arrangement of the room supervisor.

2. Be responsible for mastering the guest room status, prepare the guest room status table regularly every day, and notify the guest room floor.

3, responsible for answering the guest phone and master the guest information, and timely notify the waiter and relevant departments to provide services as needed, and make records.

4, do a good job of information collection and data accumulation, accurately answer the guest's inquiry, take the initiative to do a good job of customer service.

5. Responsible for the management and receiving of all keys in the guest room.

6. Be responsible for the registration, storage and disposal of picked-up items and left-over items.

7. Be responsible for the reservation and quality control of flowers throughout the hotel.

8. Be responsible for department attendance and meal card statistics, and receive employees' salaries, bonuses and subsidies.

9, responsible for the overall arrangement of the daily floor staff and off-duty.

10, responsible for the sales of customers' drugs.

1 1, responsible for the management of walkie-talkies and sign-in phones.

12, master the arrival and departure of VIP and administrative guests, and inform the floor to prepare various gifts and items according to the requirements of room layout.

13, do a good job of daily cleaning in the studio and keep it clean and tidy.

(16) Floor foreman

[management level]

Direct supervisor: guest room floor supervisor

Direct subordinates: middle shift attendants, night shift attendants, etc.

[Job responsibilities]

1, carry out the work instructions of the superior leader and report the work.

2. Be responsible for arranging the daily work in your own area and ensuring that someone serves you.

3. Be responsible for checking the gfd and work performance of the staff of this team.

4, responsible for checking the floor guest rooms, public * * * area of health and safety.

5. Adhere to the service tenet of completely satisfying guests, supervise and lead employees to do a good job in service according to room service specifications and quality standards.

6, do a good job in the education of new employees, so that they can adapt to the job requirements as soon as possible.

7. Responsible for the maintenance of facilities and equipment on this floor and the custody of property.

8, strengthen cost control, do a good job in the management of materials and supplies recipients and distribution.

9. Be responsible for the consumption statistics, collection, distribution and configuration of drinks in rooms on this floor.

10, and make handover records.

1 1, care about the life and ideological status of employees and do a good job in building team civilization.

(17) room cleaner

[management level]

Direct supervisor: workshop foreman

[Job responsibilities]

1, obey the work arrangement of the foreman.

2, according to the guest room cleaning process and quality standards, do a good job of daily cleaning and planned cleaning of guest rooms and responsible areas.

3. Keep the environmental passages and workshops in the floor responsibility area clean and tidy.

4. Be responsible for the check-out and reimbursement.

5. Assist the foreman to arrange VIP rooms and rooms with special requirements.

6. Assist the laundry room to distribute guest clothes.

7, according to the specification requirements, decorate rooms, check the room all kinds of furniture and equipment in good condition, timely report and maintenance.

8. Be responsible for timely reporting and handling unexpected accidents.

9, do a good job of duty records and succession.

(18) shift attendant

[management level]

Direct supervisor: workshop foreman

[Job responsibilities]

1, according to the room service specifications and quality standards, do a good job in cleaning rooms and making turndown beds.

2. Be responsible for the sanitation of two staircases, sea restaurant, marble corner line on the second floor, handrail of aisle 3, black guardrail, windowsill, corner line and basement elevator room in Area C..

3, responsible for the basement elevator door lock, open.

4. Complete other work temporarily assigned by the superior.

(19) Floor Attendant

[management level]

Direct supervisor: workshop foreman

[Job responsibilities]

1, obey the work arrangement of the foreman.

2. Adhere to the 24-hour duty system of night shift attendants to provide efficient and high-quality services for guests all day.

3. Understand and master the daily arrival and departure of guests, do a good job of room layout and inspection in advance according to the regulations, and do a good job of sending guests into the room, tidying up the room and serving the guests according to the service regulations; According to the room service regulations, do a good job of room inspection for the departing guests.

4. Be responsible for the sanitation and cleaning of the front of the elevator and the service desk, as well as floor patrol.

(20) Night shift attendant

[management level]

Direct supervisor: workshop foreman

[Job responsibilities]

1, responsible for the cleaning and hygiene of public areas on the sixth floor, public toilets on the third and fourth floors and service center floors.

2. Be responsible for turning off some corridor lights on the 2nd floor, 3rd floor, 4th floor, 5th floor and 6th floor, as well as passenger channel lights and channel lights on the 5th and 6th floors of Channel 2 and Channel 3.

3. Adhere to the 24-hour duty system for the middle shift personnel, and provide efficient and high-quality services for the guests all day.

4. Provide various small services in time, such as newspaper delivery, and notify relevant departments to provide them, and do a good job in customer service.

5, responsible for checking the safety work at night.

6, do a good job of duty records and succession.