What is the working procedure of the supervisor of hotel guest service department?

1. Management hierarchy

1. Direct superior: department manager

2. Direct subordinate: foreman

, post responsibilities

(1), and morning shift supervisor

give assistance to the housekeeping manager in planning, control and guidance, and play a supervisory role in daily management.

1. Cooperate with the housekeeping manager in his daily work.

2. supervise and control the personnel arrangement according to the room rental situation every day.

3. Plan and arrange regular cleaning work, such as carpet cleaning, sofa cleaning and curtain and bedding cleaning. Ensure that guest rooms and public areas are kept at a high level of cleanliness.

4. Supervise and check the attendance of housekeeping staff, and check and make the shift schedule.

5. Investigate and handle guest complaints and take correct and effective actions at the same time.

6. In order to keep the resort at a high level, it is necessary to check the hygiene of public areas, guest rooms and offices at any time.

7. check the VIP rooms, long-term guests and random checks of employees of the reserved VIP or the hotel every day, and find that it is always corrected at any time.

8. closely assist and cooperate with the front office manager and the engineering manager to close some rooms for maintenance or painting furniture when necessary.

9. Make suggestions for the continuous improvement of the work of this department.

1. Ensure that all housekeeping staff abide by the relevant rules and regulations of the system.

11. Ensure that all employees in the department can consciously adhere to all working methods and procedures of housekeeping department.

12. Pay attention to the dissatisfaction and complaints of subordinate employees and report them to the housekeeping manager for reference in future work.

13. Ensure that all fire exits and entrances are not blocked by other objects, and pay attention to observe some fire hazards. Train employees on fire prevention skills.

14. Keep close contact with the housekeeping manager, discuss and study the situation of the housekeeping department in order to continuously improve the service and cleanliness level, staff morale and the reputation of the resort.

(2) The middle shift supervisor

is responsible for supervising the daily management of the middle shift and assisting the direct manager to control and guide the work.

1. be responsible for the housekeeping manager, supervise and evaluate the performance of employees, take management responsibility for the work of the middle shift room center and the middle shift, communicate with the day shift supervisor in time, coordinate the work and supervise the attendance of employees.

2. Be responsible for the completion and efficiency of the night bed hygiene and cleaning service regulations in the middle shift.

3. Be responsible for ensuring the quiet and safety of the guest room.

4, according to the requirements of the department and the actual needs of the staff training, in order to improve the quality of employees, business standards and operational skills.

5. Check the VIP room and supervise the reception of important groups.

6. Handle guest complaints and pay attention to communication with relevant departments, especially the assistant manager in the lobby.

7. Solve the difficulties and incidents of guest room report in time.

8. Be responsible for handling and solving the feedback of information transmission in other departments.

9. Be responsible for the causes and treatment results of the problems. The solutions should be recorded in Chinese characters and handed over to the next shift.

1. Work closely with the reception desk in the front office to verify the room status in question.

11. Check the waiter's grasp of the guest's situation, and report to the assistant manager in the lobby, the manager on duty in the housekeeping department and the security department immediately if you find illegal lodging or abnormal behavior in the house.

12. Do a good job in fire prevention, theft prevention and safety in this area.

13. Complete all tasks assigned by superiors.