Hotel training website

Butler is a very important front-line functional department in the hotel. It is not only responsible for most of the cleaning work of the hotel, but also provides room service for guests staying in the hotel. The quality and efficiency of the housekeeper's work determines each guest's evaluation of the hotel and is related to the operating cost of the room. The housekeeping department manages most of the hotel's assets, facilities and equipment. How to make it play its best role and reduce the cost of damage and maintenance is an important responsibility of the housekeeping department. At the same time, the housekeeping department is also responsible for the environmental layout and decoration of the public areas of the hotel.

Guests need a clean, safe, comfortable and convenient place to stay and eat, so the housekeeping department is also the responsibility of the hotel and plays an important role. Its success can leave a good impression on the guests all the way, and make them return to our hotel again. Good word of mouth will also spread through our guests and become the best and most credible advertising promotion in the hotel.

The housekeeping department implements the manager responsibility system, which is divided into four parts: room center, room floor, PA and laundry room, and four levels of management of managers, supervisors, foremen and employees in the department.

The first section personnel organization chart (omitted)

Section II Work Objectives

Our ideal is to make this hotel the best, most perfect and sanitary star hotel in the local area, with the highest service level and reaching international service standards.

Our attitude-customer satisfaction is our ultimate goal.

Our goal-to keep the rooms, floors, public areas and office areas of the whole hotel clean and hygienic, and to provide guests with appropriate, polite, complete and best service.

Our hope-we firmly believe that continuous training for employees is conducive to achieving the above goals faster and better.

Section 3 Relationship between Housekeeping Department and Other Departments

Front office: provide new room status and information to ensure the improvement of room occupancy rate. Assist the bellboy in the front office to open the door and collect luggage.

Engineering department: provide information to engineering department to deal with any maintenance facts.

F&B Department: Clean tableware and dining car, and assist in room catering.

Finance department: assist in the inventory of fixed assets and the payment of employees' salaries.

Personnel department: provide requirements for new employee recruitment training plan and assist in employee training.

Security department: provide information to prevent people from entering the hotel, and assist security guards to do a good job of fire prevention and theft prevention in the hotel area so as to try to deal with it.

Marketing Department: Assist it to put advertisements in guest rooms and lobby, and promote various hotel facilities and services.

Purchasing Department: All supplies required by the Butler Department shall be purchased by the Butler Department, and the specifications, quality and quantity of the purchased items shall be determined, and shall be handled after approval by the Purchasing Department.

PA department management system

Public regional department regulations

procedure

Preface to the program

figure

REFCODEPA-RR-00 1

The position of executives

location

All employees are involved in this department.

treat

All relevant departments

Procedural standards:

1, the PA department is in the hotel, and cleanliness is particularly important. Gorgeous and tidy hotels often leave an unforgettable impression on guests. Hotel cleanliness is also an important standard for hotel star rating. The public area of the hotel is spacious, bright and magnificent, and a large number of guests and tourists come in and out every day, so routine cleaning is essential.

2. It is the responsibility of the hotel room service department to be responsible for the management and cleaning of the public * * * area. The PA department needs a group of self-motivated and hard-working employees to be responsible for the cleaning of the public * * * area.

3. The public broadcasting department shall formulate the working procedures, methods, scope and standards of public areas, and experienced managers shall be responsible for planning, training, supervising, inspecting and evaluating the working progress and standards. Generally speaking, hotels employ some properly trained cleaning staff to make the service more perfect and efficient.

4. In order to clean the public areas of the hotel smoothly and avoid disturbing the guests, it is necessary to work out the scheduling time reasonably in advance, arrange the area that each staff member is responsible for, coordinate the business hours of all departments of the hotel, and formulate unified plans and procedures.

5. Every staff member must clearly know the scope, area and artistic conception of his work, and strive to complete the work within his responsibilities within the prescribed time limit.

6. Generally, hotels will implement three shifts, such as morning shift, middle shift and night shift. In terms of manpower allocation, it depends on the size of each hotel and the number of public areas.

7, in order to avoid inconvenience and danger to the guests, usually large-scale cleaning and maintenance work needs to be carried out in the night shift. Therefore, the staffing of the night shift must be adjusted according to the workload.

8, responsible for maintaining the hotel public area cleaning and maintenance generally have the following positions.

Standard setter

Prepared by KEVIN's approver

With the approval of …

Position position

Date Date 2007/0 1 date

procedure

The Gfd number of the employee in the program department.

ref codepa-RR-002

The position of executives

location

All employees are involved in this department.

treat

All relevant departments

Female employee: uniform: clean and tidy, without wrinkles.

Famous brand: you must wear it on the top left of the uniform chest when you go to work.

Hair: clean and tidy, long hair needs to be coiled up and put on the designated headdress.

Nails: neat and clean, no long nails and colored nail polish.

Face: light makeup before work and after meals every day.

Mouth: Your breath should be fresh, and you are forbidden to drink alcohol and eat irritating food before and during work.

Perfume: It is difficult to use faint perfume.

Shoes: the cloth shoes of the designated style of the hotel are clean and tasteless.

Socks: You need to wear undamaged flesh-colored socks.

Male employee: uniform: clean and tidy, without wrinkles.

Famous brand: you must wear it on the top left of the uniform chest when you go to work.

Hair: clean, but not the eyebrows in front, the ears on the side and the collar at the back.

Nails: neat and clean, no long nails.

Face: I have no beard, and I have to shave before going to work every day.

Mouth: Your breath should be fresh, and you are forbidden to drink alcohol and eat irritating food before and during work.

Perfume: Do not use or only use faint perfume.

Shoes: the cloth shoes of the designated style of the hotel are clean and tasteless.

Socks: black socks are required, and they are not damaged.

Standard setter

Prepared by KEVIN's approver

With the approval of …

Position position

Date Date 2007/0 1 date

PA department courtesy

Public regional department regulations

procedure

Etiquette of employees in program department

Polite numbering

ref codepa-RR-003

The position of executives

location

All employees are involved in this department.

treat

All relevant departments

Procedural standards:

1. When meeting guests, colleagues and bosses, you must use polite expressions, such as hello, please, thank you, I'm sorry, please forgive me, that's all right, goodbye. Now, use five tones (welcome, greetings, thanks, apology, farewell) and put an end to four languages (negative language, grumpy language, contemptuous language, quarrelling language).

2. Common Chinese polite expressions.

3. Say hello to the guests and try to call them by their surnames;

4, take the initiative to give way to the guests, please the guests first;

5, more than three people dialogue, must use a language that can be understood by each other;

6. Don't ask guests personal questions (such as age, income, marriage);

7, repeat the guest requirements;

8, can't meet or don't understand the needs of the guests must apologize immediately, at the same time give the guests a solution suggestion or take the initiative to help contact to solve, absolutely can't treat the guests as a ball;

9. Stay energetic at work, chat and eat; Keep an eye on whether guests need service at any time.

Standard setter

Prepared by KEVIN's approver

With the approval of …

Position position

Date Date 2007/0 1 date

Code of conduct of PA department

Public regional department regulations

procedure

procedure

PA department employee behavior

standard

figure

ref codepa-RR-004

The position of executives

location

All employees are involved in this department.

treat

All relevant departments

Procedural standards:

Good behavior is an important factor to reflect the image of hotels and departments. As a qualified housekeeper, you should pay attention to your words and deeds and various living habits everywhere:

First, the code of conduct:

1, dignified and steady, natural and sincere, amiable.

2. Cheerful and full of emotions.

3. Hands are not allowed to be inserted into waist, underwear pockets or misplaced, and it is not allowed to knock on the table or play with other items.

4. When standing, your shoulders should be flat, your head should be straight, your eyes should look straight ahead, and you should hold your chest and abdomen.

6. Walk lightly and steadily, keep your upper body upright, raise your head, keep your eyes looking straight, swing your shoulders back and forth naturally, relax your shoulders, avoid shaking your head, and swing your upper body left and right.

7. Employees' gestures should be standardized and appropriate. When indicating the direction to the guest, your arms naturally stretch forward (the upper body is slightly tilted to show respect), your fingers are together, your palms are down, and you point to the target. Don't point with your finger or pen, and don't use too many gestures in conversation. In addition, we should respect the different habits of different countries when using gestures.

8. Never sneeze, yawn, stretch, dig your ears and nose, pick your teeth, burp, dig chewing gum, rub dirt, manicure, smoke, whistle or hum songs in front of guests. This is extremely impolite behavior and must be put an end to.

9. Don't always look at your watch in front of guests.

5. In the service area, the body shall not stagger, lean forward and lean back, nor stretch, bend over or shrug.

10. When serving, guests are not allowed to show bored, cold, angry and stiff expressions, and are not allowed to pose, stick out their tongues or make faces.

165438+

12, don't accept gifts from guests easily. If you really don't accept it, it is impolite to express your gratitude and deal with it according to relevant regulations.

Second, the speech norms:

1, when talking with guests, be sure to stand and keep a certain distance from them (about 0.8~ 1 m).

Don't answer until the guest has finished. Don't interrupt the guest's conversation at will.

3. When three or more people are talking, use a language that understands each other.

4. Don't joke too much.

5. When talking with guests, keep your eyes on each other's natural expressions, keep smiling, and be careful not to look around, bow your head or play with your fingers.

6. Concentrate, concentrate and pay attention to the guests.

7. Be accurate, concise, clear and clear when talking with guests. Pay attention to your priorities and order when you speak, and don't chatter.

8. The voice of talking with guests is limited to two people who can hear clearly. The timbre is balanced, soft and moderate.

9. When talking with guests, you can't stretch, yawn, play with things or spit.

10, don't talk about the content and privacy that the other party doesn't want to talk about, but talk about timeliness.

1 1. Don't say "I don't know" when answering the guest's questions. Help guests with a positive attitude, or answer questions in diplomatic terms.

12. If the guest is in a bad mood and talks too much, don't look unhappy. Treat guests according to the principle that "guests are always right".

13. Don't talk about your hometown with your colleagues in front of the guests, but chat together.

14, don't discuss the shortcomings of the guests with colleagues or laugh at the careless things of the guests (such as throwing things and breaking things). You should take the initiative to help the guests.

15, don't eavesdrop on the guests' conversation. If you need to talk to a guest during the conversation, you should say "I'm sorry" first, and then talk to the guest with the consent of the guest.

16. When answering the phone, you should clearly state your position and name first, and then ask the other party "What can I do for you?"

17. Say "please wait a moment" when you leave the guest temporarily, and say sorry for keeping you waiting when you come back to continue serving the guest. "The service has already started, without saying a word.

Standard setter

Prepared by KEVIN's approver

With the approval of …

Position position

Date Date 2007/0 1 date

PA department rules and regulations

Public regional sector procedures and standards

procedure

procedure

PA department rules and regulations

figure

ref codepa-RR-005

The position of executives

location

All employees are involved in this department.

treat

All relevant departments

Rules and regulations:

1. Go to work on time. Dress according to the hotel regulations and wear the work number plate (on the left chest).

2. The check-in, check-out and holidays of the office of PA Department shall be arranged by PA Department according to the situation.

3. Don't be late for the morning meeting on time, abide by the work system and attendance discipline, and don't be late, leave early or be absent from work. If you are in trouble or sick, please ask for leave. (Relevant hospital certificate is required for sick leave)

4. Obey transfer, subordinates obey superiors, and individuals obey organizations.

5. During working hours, you shall not leave your post without authorization, engage in idle activities unrelated to your work, or interfere with other people's work. If you need to leave your post temporarily, you should ask the supervisor on duty for instructions and leave your post only after approval.

6. Personal calls are not allowed.

7. Hotel supplies are not allowed, and personal belongings are not allowed to be brought into the PA Department.

8, without the approval of the superior, shall not bring outsiders into the hotel.

9, abide by the equipment operation procedures, post work procedures and post responsibility system.

10. The party concerned shall be responsible for the accident or man-made machine failure caused by non-compliance with the post and handle it according to the situation.

1 1. If you feel unwell during work, you should report to the minister or the supervisor on duty.

12, don't move fire-fighting equipment at will.

13. Comply with other relevant regulations of the hotel and the department.

14. Smoking, drinking, spitting and talking loudly are strictly prohibited in the workplace.

15, reading books, magazines and doodling are strictly prohibited during working hours.

16, the personnel on duty are forbidden to sleep.

17, the minister consciously inspects all public areas of the hotel every day.

18, consciously carry out gfd's self-examination every day, and bow to greet polite expressions.

19. Consciously clean the used tools and carry out mechanical cleaning and maintenance every day.

20. Take care of the reputation, property and rules and regulations of the hotel, and enhance the awareness of energy conservation.