What departments are included in the hotel room service and what are their responsibilities?

Housekeeping department is a major operating department with the widest service scope and the largest business income. It includes two main operating parts: the front desk (reception desk, information desk, business center, luggage storage room), guest room (floor, public security, conference) and cleaning (uniform room, laundry room, linen room).

From the room reservation before the guests check in to the check-out procedure when they leave, almost all of them go through various service processes under the management of the housekeeping department. Mastering the occupancy rate, providing the management with the future trend of tourists, ensuring smooth and fast communication services for guests, making guests comfortable and satisfied, and maintaining the environmental sanitation of the hotel are all the tasks of the customer service department.

The responsibilities of the room manager

1, fully responsible for the housekeeping department and responsible to the general manager or the deputy general manager in charge of the housekeeping department. The housekeeping manager comprehensively implements housekeeping management through planning, organization, command and control. According to the hotel objectives and tasks stipulated in the annual comprehensive plan of the hotel, the housekeeping manager makes the management decision-making plan of the housekeeping department.

Establish an effective management system in the housekeeping department, reasonably organize the human and material resources of the housekeeping department, and ensure the realization of the plan. With the help of the management system, the manager of the housekeeping department issues tasks and arranges work according to the plan of the department, and guides and supervises the managers and employees of the lower departments.

By means of checking, assessing, evaluating and accepting complaints from guests, we can compare the progress of each work and the results of implementing the plan with the planned objectives, find out the deviation, analyze the reasons for the deviation, formulate and implement measures to correct the deviation, and make the room management activities form a circular process.

2. Be responsible for formulating the job responsibilities and working procedures of employees in this department. The housekeeping manager is responsible for establishing and improving the post responsibility system of the personnel at all levels in this department, leaving the management and service of this department behind.

In fact, to all positions. Clarify the scope and specific tasks of each post, stipulate the basic requirements of each post and the responsibilities that should be borne if the requirements are not met, and give the necessary powers to perform the duties. According to the grade and quality requirements of the hotel, the housekeeping manager formulates the norms and standards of the service work of the department and the standardized working procedures required to meet the norms and standards to ensure the quality of room service.

3. Be responsible for the employment, training and job evaluation of employees in this department.

The housekeeping manager scientifically determines the staffing according to the work needs and labor quota, and analyzes the positions to determine the personnel specifications of each position. On this basis, put forward the number and requirements of employees to the hotel human resources department, and cooperate and participate in the recruitment process. The manager of the housekeeping department makes the training plan for the employees in this department and supervises the implementation of the training to improve the quality of the employees.

The manager of housekeeping department must also formulate the employee work evaluation system, reward and punish employees with the evaluation results, and check the training effect and the working status of housekeeping department.

4. Manage and control the materials and equipment of housekeeping department. The housekeeping manager reviews the purchasing plan of materials and equipment in the department, puts forward the production and selection scheme of cloth and staff uniforms, completes the inspection and rejection, formulates the management system of materials and equipment, clarifies the responsibilities of personnel at all levels in this regard, rationally uses materials and carefully maintains and repairs equipment. On the premise of satisfying customers' use and ensuring service quality, we will strive to reduce costs and expenses.

5, put forward the room furnishings plan and decoration plan.

The layout of guest rooms requires scientific and reasonable use functions and beautiful art forms to create a beautiful and comfortable living environment for guests. The housekeeping manager should be an expert in this field, and should put forward a professional plan for room furnishings based on the needs of guests and the principle of facilitating the cleaning and sorting of service personnel.

In addition, the housekeeping manager should also put forward the plan of room decoration according to the service life of the room and the change of market demand, including the adjustment of the room and the change of furnishings, and update and decorate a sub-room in a planned way every year.

6. Formulate housing budget and control housing expenditure. The housekeeping manager scientifically formulates the room service budget according to the predicted room occupancy rate and the historical data of various expenses and goods consumption of the department.

The budget of room service includes: the budget for purchasing cloth and making staff uniforms, the budget for purchasing room supplies, cleaning tools and cleaning supplies, the budget for maintenance, reconstruction and renewal of room interior decoration, and the budget for furniture and equipment. After the budget is made, once approved by the general manager, the housekeeping manager should strictly control the expenses of his department within the budget.

7, patrol and check the work of the department. Housekeeping manager often visits the whole area of the hotel, checks the cleanliness and hygiene quality, service level and equipment and facilities of public areas and rooms, understands and supervises the work of subordinate managers and service personnel, and makes records carefully. In addition, during the inspection, we should also focus on the VIP room, visiting sick patients and long-term guests.

8. Manage and control the quality of room service. Housekeeping manager should be good at using the results of daily inspection and feedback from guests, and conduct analysis and research by qualitative and quantitative means.