Reflections on working in hotel guest rooms

Insights on working in hotel guest rooms

As a guest room manager, I have to make arrangements for the work of each branch and the work of each department based on the floor, PA group, and laundry room work that I am currently in charge of. Employees must have a thorough understanding of the work operation processes and procedures, and must have the ability to guide and correct various errors that employees make at work, as well as the ability to operate and demonstrate in person. I have compiled information related to my experience in hotel room work for you. Reference provided, welcome to read.

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? One experience

For a room manager of a star hotel, in the usual work process , I have accumulated and explored many kinds of management skills. Among these management skills, there are three major management skills that department managers must master. Taking my own hotel and work characteristics as an example, I will simply analyze and explain from three aspects: < /p>

1. Practical operational skills

1. Abilities required to complete employee work tasks

As a guest room manager, in terms of the floors and PAs currently in charge of Team and laundry room work, you must have a thorough understanding of the work arrangements of each branch and the work operation processes and procedures of each employee, and you must have the ability to guide and correct various mistakes that employees make at work, and you must also be able to operate them yourself. The ability to demonstrate.

2. Every job must have certain operational skills

Each branch and position of the housekeeping department has some particularly important operational skills. For example, when the PA team is making crystal surfaces for the marble floor in the maintenance hall, how to make the marble as bright as a mirror surface must pay attention to the correct proportion of crystal powder and the grinding time during the process of making the crystal surfaces, especially in During the grinding process, the marble surface must be kept moist to prevent dry grinding, which may cause serious wear and tear on the marble surface. Therefore, as a room manager, you must pay special attention to the training essentials and details when formulating training plans for each department. The training process combines theory with practice, with more on-site training and revision of our operating procedures and precautions during actual operation.

3. Cultivate each employee to be a skilled expert in one or more tasks

Each branch of the housekeeping department must have certain multi-skilled employees, such as laundry room guests The position of a clothes clerk requires the ability to recognize, be familiar with, and understand the fabric characteristics of various types of clothing, and be familiar with dry cleaning and washing techniques. When using a dry cleaning machine, you must not only know the performance of the machine, but also be able to use the machine, and also know how to use it. Distillation and recycling of dry cleaning oil; when clothes have special stains, detergents can be used rationally and clothes washing methods can be correctly identified to ensure the washing quality of guest clothes. Therefore, as the guest room manager, you need to pay special attention to supervise the laundry room foreman to provide guidance and training on the correct operation and maintenance of laundry equipment, as well as the correct use of detergents in daily management work, so that laundry room employees can master a variety of washing methods. Technology to become a multi-skilled employee in laundering and dry cleaning technology.

2. Interpersonal skills

1. The ability to successfully deal with people

As a housekeeping manager, you must not only have practical operational capabilities, but also Have the ability to deal with others. If there is no communication or communication with colleagues and guests, you will not be able to understand the effectiveness of your work, and you will not know the shortcomings and flaws of your department in daily work. Therefore, as a successful professional manager , you must be good at uniting all forces that cannot be united, and you must be good at learning and communicating effectively with those who hold opposing views. In this way, you can truly become a professional master with the ability to deal with anyone, and you can effectively improve the work efficiency of your own department.

2. In particular, it is necessary to train employees on their ability to deal with guests

In the daily work of the housekeeping department, front-line employees are the main body that directly faces the guests and serves the guests, so as A department manager should inform department employees that the products the hotel provides to guests are services. The quality of service directly represents the image of the hotel. How to detail the service process? It is not simply that you give what the guests ask for. What the guest provides, but before the guest makes a request, we can think about the guest's thoughts, provide what the guest wants, and give the guest a surprise, so that they will remember you and your hotel among thousands of people. Therefore, my understanding is that cultivating employees' high-quality service awareness is to cultivate employees' ability to deal with guests.

3. Macro management skills

1. The ability to grasp the overall situation and recognize the relationship between the part and the whole

A star hotel is composed of multiple departments composition. Each department is inseparable from the support and cooperation of other departments. For example, guests staying in guest rooms require breakfast services and in-room food delivery services from the catering department; and public bathroom cleaning and carpet cleaning and maintenance in the catering department area require guest rooms. The PA team of the department cooperates to complete the process, so there is a certain connection and cooperation between departments. Such a guest who comes to our hotel checks in from the front desk---guest room check-in---dining and dining , meeting --- meditation and fitness --- check-out. What you enjoy in these processes is a process with high-quality services and a smooth process. Because I believe that this guest coming from our hotel has a pleasant trip and an unforgettable memory. Therefore, understanding the department and its relationship with other departments in the hotel is a manifestation of a far-sighted and constructive vision that department managers must have.

2. A good department manager must have the ability to see problems from the perspective of the hotel or department.

We must make up for our strengths and make up for our weaknesses through hard work to make our strengths more prominent and make our weaknesses more prominent. To become excellent, our hotel is a garden-style resort and leisure hotel with a unique geographical location. This is our advantage. Therefore, our "weaknesses" must be shortened. For this reason, I summarized it as "five tops": First, standard management; The second is the hardware level; the third is the environmental characteristics; the fourth is the service level; and the fifth is the marketing.

In short, we can only do our homework, broaden our horizons, strengthen management, increase revenue and reduce expenditure, and improve service quality based on the concept of "cultivating both internal and external". The hotel will definitely have a bright future. Experience 2

Practical nine-character formula for guest room skills

1-? Enter?

Enter literally means entering the guest room. When the waiter enters the guest room, You should mainly pay attention to the following points:

(1) Knock gently three times, three times each time, and report your identity as a waiter.

(2) Slowly push the door open, hang the "cleaning sign" on the door lock handle, and keep it open until the work is completed. Turn on the light and check for any faults.

(3) Place the rug on the carpet at the bathroom door, and place the cleaning basket (or cleaning bucket) on the side of the bathroom countertop.

(4) Open the curtains and window screens to provide sufficient light in the room for easy cleaning.

(5) Open the window for about 5 minutes to allow air circulation in the room.

2-Removal

Removal mainly involves replacing the used items in the guest room and disposing of the garbage left by the guests.

(1) Pour water to flush away the dirt in the toilet, and then spray the "three tanks" with detergent: basin, bathtub, and toilet. Then, remove the "four towels" (face towel, square towel, bath towel, and foot towel) used by the guests.

(2) Check the drawers of wardrobes and combination cabinets in order. Leftover items should be handed over to the desk staff as soon as possible. If possible, they should be returned to the guests as soon as possible and recorded on the daily hygiene report. .

(3) Use the room trash can to collect garbage. If the cigarette butt in the ashtray has not been extinguished, it must be extinguished before pouring it into the trash can to avoid causing a fire.

(4) Remove used cups, add beds or tableware.

(5) Clean the bed, remove the used sheets and put them into the linen bag at one end of the cleaning truck.

Steps to clean the bed:

(1) Remove the pillowcase

A: Pay attention to whether there are watches, wallets, necklaces and other items left behind in the pillowcase;

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B: Place the pillow on the armchair

(2) Take off the blanket

Fold it and place it on the armchair;

(3) Take off the sheets

A. Take off the sheets one by one;

B. Pay attention to whether there are any items from the guests;

( 4). Remove used sheets and pillowcases

A. Put the removed sheets and dirty pillowcases into the linen bag at one end of the cleaning truck;

3-? Making the bed

Making is actually making the bed in the hotel room.

(1) Follow the bed-making procedures specified by the hotel and use the bed-making method;

(2) The bed should be flat, symmetrical, crisp and beautiful.

　4-Washing?

After making the bed, you should clean the bathroom first, allowing a certain amount of time for the dust raised by making the bed to fall, and then use a rag to remove the dust. The bathroom is the place where guests are most likely to be picky. Operating procedures must be strictly followed to ensure that it meets the prescribed hygiene standards. Turn on the exhaust fan and wear gloves before cleaning.

(1) Spray the "three cylinders" again with detergent.

(2) Dispose of the waste in the paper basket, throw old razor blades, broken soap, used body wash bottles, hair lotion bottles, toothpaste, etc. into the trash can and throw them out together.

(3) Wash ashtrays, soap dishes, and tea cups.

(4) Wash the basin and pay attention to the stains on the basin and faucet.

(5) Wash the bathtub and shower curtain, and use the shower head to rinse the bathtub and walls.

(6) Use marked hair balls to wash toilets, toilet seats and covers. Pay special attention to cleaning the toilet outlet, water inlet, toilet inner wall and base.

(7) Use a dry rag to wipe dry tea cups, ashtrays, soap dishes, wiping baskets, marble tables, wash basins and faucets, mirrors, bathroom switches, sockets, facial tissue dispensers, and roll paper rack, telephone, shower curtain rod, wall above the bathtub, bathtub (both inside and outside must be wiped with shower accessories, clothes hooks, bathroom door panels, wind nets, etc.).

(8) Use another rag to wipe the toilet and its water tank.

(9) Put the wiped trash can back to its original place, and place the wiped ashtray in its original place.

(10) Use a special rag to wipe the bathroom floor clean. The cleaned bathroom must be neat, dry, odor-free, dirt-free, soap-stained and water-stained.

5-Wiping?

Wiping is mainly to wipe some facilities in the guest room and check the electrical equipment and other facilities in the room.

(1) Wipe from the doorbell outside the door to the door frame, the inside and outside of the door, and pay attention to the door handle and the safety diagram behind the door.

(2) Wipe the furniture and items in the room from top to bottom in a clockwise (or counter) direction, and pay attention to the bottom and corners of the furniture.

Waiters should pay attention to the following matters when wiping dust:

A. Pay attention to the difference between dry and wet rags:

For mirrors, lamps, TVs, etc. Equipment items should be wiped with a dry cloth; furniture soft parts and fabrics should be wiped with special dust removal equipment; dust on wallpaper should not be wiped with a wet rag. Special note: The gaps between various remote control panels and computer keyboards must be wiped with alcohol cotton to prevent bacterial cross-infection.

B. Check the electrical equipment in the room

During the dusting process, attention should be paid to checking the TV, stereo, telephone, small refrigerator, light bulb and other electrical equipment (especially TV, If there is any problem (light bulb, telephone), report it for repair immediately and keep records.

C. In addition to dry cleaning, all facilities in the room must be inspected.

6-? Supplement?

In daily work, have you paid attention to using the following languages?

(1) To replenish the supplies in the bathroom, press Uniform requirements are placed neatly.

(2) Facial tissues and rolls should be folded to make them beautiful and convenient for guests to use.

(3) The four towels should be placed neatly according to the prescribed positions.

(4) Supplementary room items must be arranged neatly according to the specifications required by the hotel.

(5) Replenish cups.

The replenishment of room items must be replenished, replenished, and put away according to the variety and quantity specified by the hotel and the escort requirements. Pay attention to the logo facing the guest.

7-Suction

Suction is mainly to clean the floor of the room. First, straighten out the cords of the vacuum cleaner, plug it in, and take the vacuum cleaner into the room before turning it on.

(1) Suction from the window first (suck from the balcony in rooms with balconies)

(2) When sucking carpets, first go against the grain, and then push the handle in the direction of the grain.

(3) When vacuuming corners, if there is furniture blocking the area, put the furniture first, then vacuum and then reset.

(4) When vacuuming the bathroom floor, pay attention to changing the function of the mop to make it suitable for hard floors. Do not vacuum where there is water on the floor to prevent leakage and accidents. When vacuuming, be careful to hide the mop in the gaps in the floor. The hair inside is sucked away.

8-"Check"

"Check" is mainly self-examination. After the room is cleaned, the room attendant should look around the room and perform a self-check:

(1) Check whether the room is clean.

(2) Whether the items are complete.

(3) Whether the placement complies with regulations.

(4) Whether cleaning supplies or tools are left behind.

(5) Check whether the curtains and window screens are closed.

(6) Whether the air conditioner switch is turned to the appropriate position.

9-Log in?

Log in is mainly about the things that the waiter needs to pay attention to after cleaning up the guest room, and register well.

(1) Turn off all the lights in the room. (According to hotel regulations).

(2) Close the door gently and retrieve the "Cleaning" sign.

(3) Register the time of entering and leaving the house and the contents of the house.

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