The working process and job responsibilities of room service center clerks

Room Service Center Clerk

1. Management level relationship

Direct superior: Customer service center foreman

2. Job description:

Carry out the daily work of the room service center, be responsible for telephone contact, information consultation and filtering inside and outside the hotel, provide customers with wake-up calls, DND and other services, manage call records; accept and execute service instructions , provide customers with timely and accurate consultation and services.

3. Job Responsibilities:

1) Responsible for answering, recording, communicating and feedback all kinds of phone calls and text information from the guest room center.

2) Be familiar with internal extension numbers and provide prompt and accurate call transfer; answer all kinds of inquiries from guests politely and accurately.

3) Responsible for the collection, organization and archiving of various materials, forms and documents in the guest room center.

4) Responsible for all aspects of information exchange and communication between the guest room center and relevant departments.

5) Ensure that relevant data, information and materials are timely, accurate and complete.

6) Proficient in the operation skills of computers and related equipment.

7) Provide wake-up service, pay attention to off-hook feedback, and make timely corrections without delaying customers' schedules.

8) Properly keep and use office supplies in the guest room center.

9) Responsible for the attendance records of all employees.

10) Keep the guest room clean and tidy, and maintain a quiet call environment.

11) Accurately record, properly store, and return items left by guests in accordance with regulations.

12) Pay attention to guests’ opinions and suggestions, strengthen communication with GRO, provide timely feedback to managers, and solve problems for guests.

13) Pay attention to the needs of key customers and the requirements of superiors, provide timely feedback to direct superiors and relevant departments, and complete work properly.

1. Working hours: 8:00-16:00

1. Morning shift work content of the housekeeping center clerk:

1. 7:45 Before departure, dress strictly in accordance with the hotel's grooming standards and sign in at the housekeeping center office;

2. Make handovers with the night shift clerk, read the handover book and hand over special events, and ask immediately if there is anything unclear;

3. Inspection work: Check the operation of the reception desk; check the accommodation situation and key guests of the day; understand the guests who need to be woken up soon; check the computer operation; check whether all kinds of keys and items are consistent with the accounts Comply with the requirements; urge the waiters to return items borrowed on the floor; clean the service center and organize forms.

4. Follow up on special matters after the night shift and convey relevant reports made by the night shift to relevant departments;

5. Understand the room status at 8:30 and ask the front desk for inquiries Team room allocation table, understand the reservation status, coordinate with the floor and front desk, check the reservation status on the computer at any time, and do a good job in contact and communication between the floor and the front desk;

6. 10:30 Assist the floor foreman to check the room status. If there is a difference in room status or special room status, promptly fill in the room status difference report and report it to the front desk assistant manager to verify the reason;

8. Register the borrowed items well, and register them when lending and The return time is accurately reflected in the loan registration book, and follow-up reminders for borrowed items are done. The results of the follow-up reminder are handed over to the middle class clerk, and the middle class clerk is asked to continue to follow up and claim them back;

9 , 11:30 and 12:00 are lunch times, and meals are divided into two batches (dining in shifts);

10. Before 14:00, submit all documents to the cashier at the front desk for signature and confirmation, indicating room transfer or other matter, the receipt will be kept on file;

11. After 14:00, receive the DND room reported by the floor attendant and call the guest to inquire, and make a record. After the inquiry is completed, the guest's request will be notified to the attendant. If there is a room If no one answers the phone, the floor supervisor must be informed and recorded;

12. Ensure that the engineering maintenance orders are delivered to the engineering department in time at 11:00 and 15:00 every day;

13. Complete other matters assigned by superiors;

14. After tidying up the office and desk, prepare for shift handover, check whether there are any unchanged room status and unfollowed-up matters, and report them to the foreman and the next shift The clerk can only leave work after signing.

Daily must-do tasks:

1. Understand the special requirements of hotel VIP guests, pay attention to the guest information and MODs on the whiteboard;

2. Pay attention to superiors, Communicate in a timely manner with superiors, understand their habits and intentions as much as possible, and promptly handle the sorting and archiving of various documents or documents from the superior's office;

3. Handle various incoming calls accurately and make appropriate responses records. Ensure the accuracy, completeness and timely delivery and feedback of records;

4. Standardize and standardize all documents and forms issued by the department, and promptly receive, transmit and archive information and documents about the department At work, if a new employee joins the job, input the contents into the computer (employee personal files, address book) during this shift, and archive the personal information in a timely manner. The handover of the shift is not allowed;

5. Pay attention to and maintain the room at any time Check the cleanliness of the housekeeping center and complete the reception of office visitors in a standard manner;

6. Ensure the minimum quantity of all items in the housekeeping center (alcohol, consignments, printed matter, loan items, etc.);

7. Do a good job in registering and keeping the leftover items, and accurately fill in the leftover items registration form and keep it properly. If the items have been collected, make a record in the registration book, and copy and archive the relevant documents presented by the guest when picking up the items

8. If there are any remaining engineering problems, check with the morning shift foreman on the floor and make an immediate decision.