Hotel management literature

Hotel room management system (hotel room management system)

First, consciously abide by the school rules, be polite, moral and disciplined. Be positive, love and respect your work, be good at learning and master new skills.

Second, we should dress up, provide listing service, make up for customers, behave generously, standardize language, serve in a civilized way, be polite and enthusiastic.

Third, room service, cleaning the room according to the procedures and requirements and hygiene regulations every day, be careful; Room to manage the goods, found that the problem report in time.

Fourth, the provision of accommodation must be signed by the leaders of the center and the director of the service department; Foreign residents are allowed to stay only if I have a valid ID card or registration document.

Fifth, foreigners are not allowed to stay or stay in rooms at will, and private rooms are not allowed to be opened without the consent of the director of the center to provide accommodation, rest and entertainment for others (including employees of the center).

Sixth, check and clean the room, do not tamper with the things used by guests and private people, and do not allow students and guests to ask for receipts for items and gifts; Citizens who find lost items must pay compensation.

Seven are not allowed to be in front of others; The front desk computer is handed over to employees for management and operation, and irrelevant personnel are not allowed to operate it privately; Typing, photocopying, sending and receiving faxes are charged.

Don't leave your post during working hours, leave something for the leaders, don't sit in and attend classes, don't play poker, knit sweaters, watch TV and do things unrelated to work.

9, to do a good job in public security, especially to do a good job in public security fire nuisance, to patrol frequently, report and deal with problems found in time.

Hotel health management system

First, the purpose of health management is to improve the quality of hotels and provide customers with a fresh, clean and healthy consumption environment, and the final version is specially stipulated. Ii. Contents 1. Management of hygiene management, including hygiene management of personal hygiene articles and equipment and food hygiene management. 2. Officials at all levels have fulfilled the responsibility of cleaning up their work areas by keeping them clean. Managers are jointly and severally responsible for the management behavior of their subordinates. 3, there are professional health departments and staff responsible for cleaning up the project area and special cleaning management. The main means of public health are the catering manager, kitchen and chef, health department and its personnel in the catering department. 4. Hygiene management standard: (1) appearance and personal hygiene of staff. (2) Necessary health knowledge. (3) Physical and mental health, and take the "Health Certificate" to work. 5. See "Food Hygiene Management Standards" for the management of hotel food hygiene. 6. Hygiene management standards for articles and equipment: keep the surfaces of articles and equipment smooth, bright, free from peculiar smell, damage and traces, and place them neatly and orderly. 7. Self-health inspection shall be carried out according to the four-level inspection system of employee inspection, team inspection, department inspection and functional department inspection, and shall be carried out by means of routine inspection, special inspection and unannounced visits. For the problems detected, accountability and punishment shall be carried out according to the standards. Iii. Check 1. Goods, facilities and equipment shall have a smooth surface, bright surface, no peculiar smell, no damage, no trace, and be placed in a neat and orderly manner. Otherwise, penalties shall be imposed according to the seriousness and impact. (1) For minor hygiene problems such as fluff, floating ash, stagnant water and paper scraps, a fine of 0. 1-0.5 million yuan will be given each time. (2) For the sanitary problems such as deposition, stains, grease, larger debris, hair, wrinkles, etc., 0.5-2 points will be given for each element. (3) For environmental health problems such as dirt, foreign objects, cracks, breakage, irregular placement, dislocation, loss or lack of articles, and odor, each element will be punished by 2-5 points. 2. All sanitation shall be cleaned regularly, and if it fails to clean up to form a sanitary corner, 1 yuan will be deducted, and those that affect the guest's consumption will be put forward by the guest, and the person in charge of the responsible department will be given a warning or fault punishment as appropriate. 3. Violation of personal hygiene and food hygiene shall be punished in accordance with the relevant system of the hotel. Four, this requirement shall be implemented as of the date of issuance.

Hotel, hotel industry and health system

Hotels and restaurants should keep the environment clean and beautiful, and the ground should be free of fruits and garbage.

Second, equipped with sterilization or disinfection facilities, and a sound health system.

Third, bedding such as quilt cover, pillowcase (towel) and sheets should be disposable.

Fourth, the public should wash and disinfect tea every day. The surface of tea leaves must be clean, free of oil, water and peculiar smell.

Fifth, the toilet water tank and bathtub in the bathroom should be cleaned and disinfected every day. For rooms without bathrooms, each bed should be equipped with different signs and basins.

One for each person. The washbasin, footbath and slippers are for passengers, and one is for cleaning and infection.

6. The public health of hotels and restaurants should be cleaned and disinfected daily to keep them free of water, mosquitoes and odors.

7, all kinds of hotels, hotels have anti-fly, anti-mosquito, anti-cockroach and anti-rat facilities, and regularly check the use of facilities, find problems and improve them in time.

Eight passengers abandoned their clothes to be registered, undermining unity.

9. The self-provided water source and secondary water supply of the store shall meet the Hygienic Standard for Drinking Water, and the water in the secondary water supply reservoir shall meet the hygienic requirements.

Regular cleaning and disinfection.

Second, the performance appraisal system of housekeeping department

Employees must strictly observe the working hours and must not be late or leave early.

2. Attend the regular meeting on time (8:00 a.m. from Monday to Friday, and 3:00 p.m. from Monday to Thursday at the front desk). Failure to attend the regular meeting will be treated as absenteeism.

Third, take a day off every week. When an important task is suspended, it is scheduled to get a short rest. Annual leave shall be implemented in accordance with the regulations of the center.

Fourth, employees need to go to the hospital for diagnosis and issue a leave certificate in advance. If they can't take leave in advance under special circumstances, they should inform the foreman in time, and the foreman will ask the manager for instructions.

Fifthly, employees' leave should be submitted to the foreman 3- 1 day in advance, and may not be allowed if the employees are understaffed or have important tasks. After taking leave, it will be treated as absenteeism.

Sixth, work in strict accordance with the prescribed shifts. If there is an emergency transfer, apply to the captain one day in advance without affecting the normal work, and transfer without permission to deal with absenteeism.

Seven, the sick leave fraud, once found, depending on the circumstances to give absenteeism or dismissal.

Third, the grooming room instrument requirements

Instruments and meters:

1, work clothes should be provided during working hours.

2, work clothes should be clean, straight, buckle in accordance with the provisions, don't bother to buckle.

3. Put on your pockets. It is forbidden to put all kinds of things in your pockets in order to maintain and maintain its unity. If the work clothes are damaged, they should be repaired.

4. Attendants should wear black work shoes at work, and work shoes should be kept clean. When wearing socks, men and women are required to be deep and shallow, socks should be intact and not damaged, and shoes are not allowed to be worn barefoot.

5. Attendants are not allowed to wear various accessories such as necklaces, bracelets, earrings, rings, etc. during their employment.

6. During work, the wear plate should be placed in the left chest position according to the work requirements.

7. The personnel on duty should conduct self-inspection after dressing, and only accept the foreman's post after passing the inspection.

Appearance:

1, employees should keep a clean face, clean hair, beautiful hair and be generous.

2 men stay fat, the latter does not cover the collar, and the side does not cover the ears; Keep a fat president, hang your shoulders behind you, and keep your eyes open before you. Hairdressing, shaving, manicure, dressing, washing hands and bathing.

3. Men don't leave moustaches and big sideburns; The president doesn't wear long nails, nail polish or strong perfume.

4. Before joining the job, women should wear light makeup, not heavy makeup.

Keep oral hygiene, and don't eat foods with bad smell, such as onions, garlic and tofu.

6, smiling, kind, dignified and steady, neither overbearing nor grovelling.

Behaviour:

1, sit down

A, the body is straight, the vertical center of gravity moves down, the back stands well, the shoulders are relaxed, the feet are close to the knees, and the hands are placed on the laptop. Eyes straight up, smiling.

B, don't sit in a full chair (waiters should sit in two-thirds of the chairs), but don't sit on the edge.

C. Don't lean forward and lean back, shake the rocker feet with your legs, and don't cross your legs on the armrest or table.

Don't hold hands in front of your boss or guesser, don't shake your legs, and don't sit half-lying.

Step 2: Stand

Chest, cross-training, climber, head up, smile.

B, arms droop naturally or cross in front of the body, and the left hand is placed on the right hand to maintain the service in the best condition.

C. When a woman stands, her feet are V-shaped, close to her knees and her heels are close together. People standing have their feet shoulder-width apart.

D, standing can't rested on her hips, bent legs or hand poles, help desk, help wall, etc.

E. When standing, don't fork the pockets in your clothes with your hands, and don't stretch, make hair and other small moves.

Stand and beat the time, not 32 people get together to chat.

3. Attitude adopted

The head, chest and arms naturally swing downward, and the legs should be straight. When a woman walks, her feet are parallel when a man walks.

B, don't shake your head and walk, whistle, and don't put your hands in your pockets to eat snacks.

C. Do not run or jump when walking, and do not pass the guests through the middle.

D, on and off, take the initiative to give way and nod hello.

E, walking in the corridor should rely on the right hand and not against the wall.

Three or more people are scattered in small groups and cannot walk together. Maybe not walking, talking, laughing, or being rude.

Fourth, encourage the department rules room.

(Punishment Ordinance)

verbal warning

1, late for regular meeting or work, leave early.

2. Reading books, reading newspapers, eating snacks, drinking drinks and falling asleep during working hours.

3, spitting, littering, peels and other debris.

4, not in the designated employee access, through the lobby, the main entrance, warm corridor, wearing casual clothes into the workplace.

5, in violation of dormitory rules and regulations, criticized by educators.

6, the prohibition of smoking in the smoking area.

7. Listen to music, watch TV, make personal calls or chat on the phone while on duty.

8. Leave the post unattended during working hours, or chat with others, and are not good at entering the center with instructions.

9. The work assigned by the superior is slow and delayed, and the sense of responsibility is not strong and careless, resulting in slight work mistakes.

10, when in public places or on duty, the appearance is not complete, the dress is not required, such as permission to work and distortion, not the whole hair, such as leaning against the wall.

1 1, after using all the teeth to fall off, dig ears, scrape, pull nose, look in the mirror, make up, start pointing fingers, whistle, put your hands in your pockets, put your hands on your hips, make a loud noise, etc., by professional deminers.

12, the service is not active, enthusiastic, disrespectful and polite, and there is no power to make a positive solution to the guest's request, which causes the guest's dissatisfaction.

13. The staff members violate the rules and regulations, and the management personnel present do not correct, stop or perform minor management responsibilities.

14, in violation of relevant rules and regulations or departmental regulations, if the circumstances are minor.

15, a number of unqualified personnel were found during the health inspection.

Slight fault

1, received two verbal warnings in one month.

It is impolite to obey the orders of superiors unreasonably, fail to complete tasks or deliberately sabotage the work of superiors.

3. sow dissension at work, slander others and spread statements that are not conducive to unity; The lack of coordination and cooperation in the work has affected the work.

4. Fall asleep on duty and do private work.

5. Operating rules and regulations that violate various safety regulations and working procedures.

6. Failing to stop the discovery of management discipline of subordinates and not being punished.

7. Unauthorized use of passengers' daily necessities or facilities, and unauthorized flipping of guests' articles.

8. The language is vulgar, rude to the guests, arguing with the guests, and entering the guest's office room without the consent or authorization of the leader.

glitch

1, it takes two months to deal with two small mistakes.

2. Leaders who are not serious, enthusiastic or complained by guests.

3. Failing to accept tips, articles or left-over items from guests without authorization.

4. Working hours and loud noises from guests affect rest.

5. Customer service is affected by personal mistakes.

6. Violate the working procedures or rules and regulations of this position and the hidden dangers caused in the work.

7. Interfere with others' work by improper means.

8. Unauthorized use of guest's articles or equipment and unauthorized use of central equipment.

9, knowing that property is lost or destroyed, but turning a blind eye to it.

10, which does not provide true and accurate reports, forms or materials.

1 1, revealing secrets of the center, and losing important items such as keys and documents of the center.

Main fault

1, handled by two small mistakes in mind within three months.

2, twice in two months by the leadership or guest complaints. .

3, work, or dereliction of duty, AWOL caused some adverse effects.

4, poor management, resulting in serious losses in the center.

5, when drinking or drunk to cooperate with the work. .

6. Refuse to accept the reasonable work of the leading organization and have a bad attitude.

7, dereliction of duty caused by power outages, water cuts, parking and other major accidents.

8, other violations of rules and regulations, if the circumstances are serious enough to dismiss.

Expulsion, expulsion or expulsion from the Party.

1, serious dereliction of duty, graft, causing heavy losses.

2. Being investigated for criminal responsibility by public security organs.

3. Not qualified for the job, and not qualified for the job after being trained or adjusted.

Stealing or using the center information, opening the room without permission.

5. Insulting, slandering, beating, intimidating, threatening colleagues and leaders or fighting.

6. Adverse effects caused by alcoholism and gambling.

7, do not obey the leadership of the command, refused to reasonable work assigned by the leadership, the education is invalid.

8. Deliberately damaging public property.

9, the use of public funds for personal gain, corruption, misunderstanding of public funds.

10, publishing slanderous remarks about the center to the outside world, and publishing statements that damage the reputation of the center, seriously damaging the image of the center.

1 1, with no obvious repentance after recording a major fault or two minor mistakes or warnings.

12, other serious violations of discipline and discipline.

(award)

1, outstanding performance in service work.

2. Put forward some reasonable suggestions to improve service quality or contribute to energy saving and consumption reduction.

3, excellent service, praised by the central leadership or guests.

4, a strong sense of responsibility, timely find all kinds of hidden dangers, to prevent accidents.

5. Never focus on rewards.

6. Work hard and unite colleagues to ensure the same.

7. Be courageous and protect the property safety of the state, the collective and the guests.

8. Those who have made outstanding contributions in other aspects.

Verb (abbreviation of verb) domestic service standards and discipline regulations

1, subject to superior management, unite colleagues, work full of emotions, not for

The influence of personal reasons on work

2, work, work should keep a person's own appearance, and keep the center clean and quiet and maintain a normal private life.

3. It is forbidden to make personal calls during working hours, and it is forbidden to meet or chat with friends.

4, in the service area to achieve "three light", not just light talk, light walk, light operation.

5, don't be too intimate with customer service, guests can't shoulder.

6, can't ask the guest "don't know" try to answer the question, in the case of improper words and deeds, can't be tactfully explained. Insist that the guest is always right.

7. Don't smoke, eat or read newspapers in front of guests, and don't swear; Don't represent personal opinions, don't talk about national affairs.

8, guests have requirements or requirements should be recorded immediately, so as not to forget beyond the scope of authority should be unable to deal with the requirements, leaders may not be good at doing so.

9, without the consent of the guests, children should not play with the guests, in order to avoid the guests unhappy; When going out or entertaining guests, children should not neglect, but they should not eat indiscriminately.

10, don't say unnecessary actions in front of guests if you are not arrogant.

1 1 Not applicable. If the guest is sick or has other abnormal conditions, he should report it immediately to avoid accidents.

12, develop a good habit of knocking at the door, do not enter the guest room at will, do not move luggage in the guest room at will, and do not open or close the door in the guest room.

13, you should not open the door for others without the tenant's confirmation.

14, guests should take the initiative to take out their luggage and hand it in in time after finding it, so as to return it to the guests as soon as possible.