What work plans should the room manager prepare before the hotel opens?

Hotel Room Department Opening Preparation Process 1. Tasks and Requirements of Room Department Opening Preparation The preparation work before the room department opens is mainly to establish the department operation system and prepare for the opening and post-opening operations in terms of human and financial resources. Be fully prepared in all aspects, including: (1) Determine the jurisdiction and scope of responsibility of the guest room department. After the guest room department manager arrives at the post, he must first be familiar with the hotel's layout, and it is best to observe it on the spot. Then, based on the actual situation, determine the jurisdiction area of ??the housekeeping department and the main scope of responsibilities of the housekeeping department, and submit specific suggestions and ideas in writing to the general manager. The hotel's top management will convene relevant departments to discuss and make a decision. When dividing areas and responsibilities, housekeeping managers should consider the overall situation and have a good sense of service. According to the requirements of professional division of labor, the hotel's cleaning work is best managed under centralized management. This is conducive to the unification of standards, improvement of efficiency, reduction of equipment investment, equipment maintenance and personnel management. The division of responsibilities should be clear, preferably in writing. (2) Designing the organizational structure of the guest room department must design the organizational structure scientifically and rationally. The guest room department manager must comprehensively consider various relevant factors, such as: the size, grade, building layout, facilities and equipment, market positioning, operating policies and management objectives of the hotel. wait. (3) Make a purchase list of items before the hotel opens. There are many things to do before the hotel opens. The purchase of business items is a very energy-consuming task. It is very difficult for the purchasing department to complete this task alone. Each operating department should assist them to complete it together. . Whether it is the purchasing department or the housekeeping department, when formulating the housekeeping department's purchasing list, the following issues should be taken into consideration: 1. The architectural characteristics of the hotel. The types and quantities of items purchased are closely related to the characteristics of the building. For example, the guest room floor usually needs to be equipped with a work vehicle, but for the guest room floors of some villa-style buildings, the work vehicle cannot play a role; furthermore, the number of certain cleaning equipment is directly related to the number of guest rooms on the floor. For each floor, For a hotel with about 18-20 rooms on the floor, the housekeeping manager needs to decide whether to have one or two sets of main cleaning equipment on each floor. In addition, the configuration of certain equipment and supplies in the housekeeping department is also related to the labor organization and related business volume of the housekeeping department. 2. Industry standards. The National Tourism Administration has issued industry standards for "Quality and Equipment Requirements for Guest Room Supplies in Star-Rated Hotels", which is the main basis for administrative housekeepers to formulate purchase lists. 3. The hotel’s design standards and target market positioning. Room management personnel should start from the actual situation of the hotel, make a list based on the designed star standards, and refer to national industry standards. At the same time, they should also consider the needs of the target source market for guest room supplies based on the hotel's target market positioning. 4. Industry development trends. Room managers should pay close attention to the development trends of the industry and should have a certain degree of forward-looking awareness in terms of equipment and equipment, and should not be too traditional and conservative. For example, it is a useful attempt for a hotel to appropriately reduce unnecessary guest items in the guest room according to the needs of the guests. 5. Other situations. When formulating the material procurement list, relevant departments and personnel should also consider other relevant factors, such as: room occupancy rate, hotel's financial status, etc. The design of the purchasing list must be standardized and should usually include the following columns: department, number, item name, specification, unit, quantity, reference supplier unit, remarks, etc. In addition, when the department is formulating the purchase list, it needs to determine the equipment standards for relevant items. (4) Assisting in procurement Although the administrative housekeeper does not directly undertake the procurement task, this work has a greater impact on the opening and post-opening operations of the guest room department. Therefore, the administrative housekeeper should pay close attention to and appropriately participate in the procurement work. Not only does this reduce the burden on the purchasing manager, but it also goes a long way to ensuring that purchased items meet requirements. The administrative housekeeper should regularly check the purchase list to check the availability of various items, and the frequency of inspections should gradually increase as the opening approaches. (5) Participate in or be responsible for the design and production of uniforms. It is a common practice in the hotel industry for the housekeeping department to participate in the design and production of uniforms, because the housekeeping department is responsible for the washing, storage and replenishment of uniforms, and the housekeeping department managers are responsible for the selection of uniform styles and fabrics. Aspects often have their own unique appreciation abilities. (6) Compile the department operation manual. The operation manual is the work guide for the department and the basis for the training and assessment of department employees. Generally speaking, an operations manual can include job responsibilities, work procedures, rules and regulations, and operation forms.

(7) Participate in the recruitment and training of employees. Normally, the recruitment and training of employees in the housekeeping department are jointly responsible for the human resources department and the housekeeping department. During the employee recruitment process, the human resources department conducts preliminary screening of applicants based on the general requirements for hotel work, while the administrative housekeeper is responsible for ensuring admission. Training is a major task before the department opens. The administrative housekeeper needs to formulate a practical department training plan based on the actual situation of the hotel, select and train department trainers, guide them to prepare specific teaching plans, and supervise the implementation of the training plan. And ensure that the training work achieves the expected results. (8) Establish guest room files Before opening, start to establish guest room files, which is of special significance for future guest room management. Many hotel housekeeping departments neglected this work during this period and lost the opportunity to collect a large amount of first-hand information. (9) Participate in the acceptance of guest rooms. The acceptance of guest rooms is generally jointly participated by the project department, engineering department, guest room department and other departments. The housekeeping department participates in the acceptance of guest rooms, which can ensure to a large extent that the quality of guest room decoration meets the standards required by the hotel. Before participating in the acceptance inspection, the guest room department should design a guest room acceptance checklist based on the hotel's conditions and provide corresponding training to the participating department personnel. After acceptance, the department must keep a checklist for future follow-up inspections. (10) Responsible for the cleaning of the entire store's infrastructure. The housekeeping department plays an extremely important role in the cleaning of the entire store's infrastructure. In addition to being responsible for all infrastructure cleaning work in the guest room area, this department is also responsible for the cleaning of the lobby and other related public areas. In addition, it is also responsible for guiding the infrastructure cleaning work of some other departments. The success of the infrastructure cleaning work before opening directly affects the protection of the hotel's finished products. Many hotels have left permanent regrets because of their neglect of this task. Before opening, the housekeeping department should jointly determine the infrastructure cleaning plan of each department with the hotel's top management and relevant responsible departments. Then the PA team of the housekeeping department will train employees in each department on cleaning knowledge and skills, and provide each department with cleaning knowledge and skills. The department is equipped with the required utensils and cleaning agents, and inspects and provides guidance on the cleaning process. (11) Simulated operation of the department. After all preparations are basically in place, the guest room department can conduct simulated operation of the department. This is both a test of preparation and a solid foundation for formal operations. 2. Preparation plan for the opening of the housekeeping department. Formulating a preparatory plan for the opening of the housekeeping department is the key to ensuring the normal progress of the pre-opening operations of the department. There are many forms of opening preparation plans. Hotels usually use the countdown method to ensure the normal progress of opening preparations. The countdown method can be expressed in the form of tables or text. (1) It is the responsibility of the project coordinator or hotel manager to contact the construction unit 17 weeks before opening, but the administrative housekeeper must establish this communication channel for future contact. (2) Week 16 to Week 13 before opening 1. Participate in selecting the materials and styles of uniforms. 2. Understand the number, category and bed specifications of guest rooms, etc., and confirm the location of various guest rooms. 3. Understand the configuration of hotels, entertainment and other supporting facilities. 4. Make it clear whether the housekeeping department uses computers. 5. Be familiar with the design blueprints of all areas and observe them on site. 6. Understand relevant orders and inventory of existing property (linen, forms, guest supplies, cleaning supplies, etc.). 7. Understand all orders that have been implemented and supplement orders that have not yet been implemented. 8. Ensure that all ordered items are in place one month before opening, agree with the general manager and relevant departments on the storage and control methods of major items before opening, and establish procedures for order acceptance, storage and inquiry. 9. Check whether any necessary furniture and equipment are missing, and make sure that the expenditure does not exceed the budget while completing them. 10. If the hotel does not have a laundry room, it is necessary to inspect the local laundry and initial a contract for off-site laundry. 11. Decide which work items should be outsourced, such as pest control, exterior wall and window cleaning, and bid and negotiate accordingly for these projects. 12. Design department organization structure. 13. Write down the responsibilities of each position in the department and formulate a pre-opening training plan. 14. Implement employee recruitment matters. (3) The twelfth to ninth weeks before opening 1. Determine the layout standards of the guest rooms according to the hotel’s design requirements. 2. Develop a series of standards and systems for the department's inventory of items. 3. Develop a plan for the use and management of housekeeping keys. 4. Develop a safety management system for the guest room department. 5. Develop procedures for receiving and using chemicals such as detergents. 6. Develop inspection and repair procedures for guest room facilities and equipment. 7. Develop a uniform management system.

8. Establish a guest room quality inspection system. (4) From the twelfth week to the ninth week before opening 9. Develop procedures for handling lost items. 10. Formulate relevant regulations for houses to be repaired. 11. Establish service standards for "VIP" rooms. 12. Develop guest room cleaning procedures. 13. Determine the price of guest clothes washing and design the corresponding form. 14. Determine the relevant service procedures for guest clothes washing. 15. The design department runs the form. 16. Develop a pre-opening staff training plan. (5) Eighth to Sixth Week Before Opening 1. Review the design plan of the laundry room. 2. Contact the cleaning supplies supplier so that all necessities can be supplied at least one month before the opening to ensure the normal progress of the hotel's "land reclamation" work. 3. Prepare a guest room inspection and acceptance form for use during guest room acceptance. 4. Approval of wages and benefits for employees in this department. 5. Approval of equipment standards for all fabrics and items. 6. Implement a pre-opening employee training plan. (6) Fifth week before opening 1. Review the cleaning and maintenance plans and procedures for marble and other special surface materials. 2. Develop procedures for the supply of guest items and cleaning supplies. 3. Develop other floor cleaning methods and maintenance plans. 4. Establish inspection and reporting procedures for OK rooms. 5. Determine the contact channels between the front office department and the guest room department. 6. Formulate employee incentive plans (rewards and punishment regulations). 7. Develop cycles and work procedures for guest room planning and hygiene (such as turning mattresses). 8. Develop cleaning and maintenance plans for all front and back offices and clarify the cleaning and maintenance responsibilities of each relevant department. 9. Establish document management procedures for the housekeeping department and laundry room. 10. Continue to implement employee training plans. (7) Fourth week before opening 1. Cooperate with the Finance Department to establish a set of total inventory standards for cloth items, utensils, and guest supplies based on expected demand. 2. Confirm the delivery and receipt dates of all guest rooms. 3. Prepare enough cleaning supplies for cleaning before opening. 4. Determine storage standards for items in each warehouse. 5. Ensure that all guest room items are put on shelves and stored according to specifications and standards. 6. Work with the general manager and relevant departments to re-examine the quantity and quality of relevant furniture and equipment, and make confirmations and modifications. 7. Prepare a detailed goods storage and control procedure with the financial director to ensure that all expenses before opening are accurate, reliable and reasonable. 8. If the hotel has its own laundry room, it must have certain contact with social commercial laundry facilities so that necessary assistance can be obtained when necessary. 9. Continue to implement employee training plans. (8) The third week before opening 1. Verify with the engineering department manager whether the spare parts for the laundry equipment have arrived. 2. Formally determine the organizational structure of the housekeeping department. 3. Develop a personnel allocation plan based on work and other specifications. 4. Obtain the design standard specification for the guest room. 5. Check the guest rooms with the project leader according to the list to ensure that each room meets the standards. 6. Establish scrap procedures for cloth items and uniforms. 7. According to the tasks and requirements of the sewing work in the store, determine what kind of sewing workers are needed, and establish the target of external relations to prepare for emergencies. 8. Develop a list of store personnel who can enjoy laundry discounts and relevant regulations. 9. Start preparing for the first cleaning of the guest room. (9) Second week before opening 1. Start cleaning the guest rooms one by one and prepare guest supplies for use. 2. Wash all cloth items before use. Before comprehensive washing, a sampling washing test must be carried out to determine the best washing method for various cloth items in future operations. 3. According to the project delivery plan, work with the project leader to accept and expedite the delivery of relevant areas and projects one by one. 4. Start cleaning the backstage area and other public areas. 3. Trial operation before opening The trial operation before opening is often the busiest and most problem-prone stage for a hotel. Research on the work characteristics and problems at this stage will help reduce the occurrence of problems and ensure the smooth transition of the hotel from pre-opening preparations to normal operations. The managers of the housekeeping department should pay special attention to the following issues during the trial operation before opening: (1) Maintain a positive attitude. When the hotel enters the trial operation stage, many problems will be revealed. In response, some housekeeping staff will show impatience and blame their subordinates too much. The correct way is to have a positive attitude, that is, complain less about subordinates, encourage them more, and help them find ways to solve problems. In communicating with other departments, attention should not be focused on who is held responsible, but how the problem is solved. (2) Frequently check the availability of supplies. As mentioned above, the housekeeping department managers should assist in purchasing and checking the availability of supplies.

In practice, the housekeeping departments of many hotels often neglect this aspect of work, so that at the critical moment when the hotel is about to open, they find that many items are not yet in place, thus affecting the department's pre-opening work. Commonly forgotten items include: work key chains, rags, scrap sheets, marble blades, etc. (3) Pay attention to process control. Before the opening of the housekeeping department, the cleaning workload is heavy and the time is tight. Although the management staff emphasizes the precautions in cleaning, it is common for waiters to fail to understand or "take shortcuts", such as: using concentration Strong acidic cleaners to remove stains, careless use of blades to remove construction debris from glass, etc. Once these problems occur, it is difficult to take remedial measures. Therefore, timely inspection and correction by managers after assigning tasks can often get twice the result with half the effort. (4) Strengthen the protection of finished products The most serious damage to finished products such as hotel carpets, wallpapers, furniture, etc. often occurs during the period before opening, because at this stage, there are the largest number of construction teams in the store, and everyone is rushing to the progress of the project. The housekeeping department also has the heaviest task at the moment, and protection is easily overlooked. Coordination with the engineering unit is often very difficult. Despite this, the housekeeping department managers must not slack off in the slightest when it comes to protecting the finished products, lest they leave permanent regrets. In order to strengthen the protection of hotel finished products, housekeeping department managers can take the following measures: 1. It is actively recommended that hotels debug air conditioners and water pipes before starting guest room decoration, so as to avoid water pipe leakage and damage to wallpapers, as well as large amounts of dust contaminating the guest rooms when debugging air conditioners. 2. Strengthen communication and coordination with decoration construction units. Managers of construction units are urged to strengthen the management of construction workers. Housekeeping managers should strengthen inspections of floors that have not yet been taken over, and should pay special attention to the phenomenon of decoration workers using strong acids to remove stubborn stains. Although strong acids can remove stains, the damage to sanitary ware will soon appear and is irreparable. . 3. Take over the floor as early as possible and strengthen the control of the floor. Although it takes a lot of energy to take over the floor early, the protection of the floor is crucial. Once the floor key is taken over, the housekeeping department must take full responsibility for the protection of the facilities and equipment in the guest room. The housekeeping department must make specific and clear regulations on how to protect the facilities and equipment. After laying carpets on the floor, the housekeeping department needs to exercise stricter control over the people entering the floor. At this time, waiters must be arranged to be on duty on the floor, and all people entering and exiting must put on slippers prepared by the housekeeping department. The department should place some discarded carpet ends at the entrance of the floor. In rainy and snowy weather, discarded sheets should also be placed to ensure that the carpet is not contaminated. 4. Start the carpet stain removal work. Emphasizing maintenance as soon as the carpet is laid will not only keep the carpet clean, but also help to cultivate employees' awareness of protecting the hotel's finished products from the beginning, which will have a very positive impact on future guest room work. (5) Strengthen the management of keys. Department work is particularly complicated before and during the opening. Room managers tend to neglect the management of keys. Confusion in the use of general keys and the loss of keys are common problems. This can have very serious consequences. The housekeeping department must first number all keys and equip them with key chains; secondly, it must formulate strict rules for the collection of keys. For example, a signature must be signed when receiving and returning the key, the user is not allowed to lend the key to others at will, and the key is not allowed to leave the body (use the universal key as a power key), etc. (6) Determine the specifications for the placement of items. The work of determining the specifications for the placement of items should start as early as after the model room is confirmed. However, many guest room managers have neglected this task, so that they do not think about the placement of items until the guest room is to be decorated. The issue of training on specifications and specifications comes at a time when the department is busiest. As a result, it is difficult to conduct effective training, resulting in non-standard guest room layouts, which require waiters to constantly rework. The correct way is to include this work in the pre-opening work plan. After the model room is determined, start designing the layout of the items in the guest room, determine the layout specifications of various types of guest rooms, and take photos of them, and then evaluate the staff. Conduct training. Experienced administrative housekeepers also standardize the layout of floor workshops and work trucks, which can often achieve better results. Check the quality of guest rooms. (7) The acceptance of guest room quality is often the responsibility of the engineering department and the guest room department. As the user department, the acceptance of the guest room department is crucial to ensuring the quality of the guest rooms. Before acceptance, the guest room department should design a guest room acceptance form based on the actual situation of the hotel, and list the items that need to be accepted one by one to ensure that no items are missed during acceptance. The housekeeping department should ask the accepted unit to sign the acceptance form and keep a backup copy to avoid future wrangling.

After the experienced guest room manager checks and accepts the guest room, he will list all the problems according to the room number and problem category, so as to facilitate the arrangement of rework by the construction unit and the department's understanding of the status of each room. The housekeeping department should also revise the above records every day according to changes in circumstances to maintain the latest records. (8) Pay attention to the shift of work focus and gradually transition the department's work to normal operation. During the opening period, the department's work is complicated, but the department manager should keep a clear head and gradually guide all work to the normal track. During this period, floor managers should pay special attention to the following issues: 1. Require employees’ courtesy, etiquette, and appearance according to regulations. Because the floor has not yet received guests, there is a lot of dust during infrastructure cleaning, and uniforms are not yet in place, etc., the housekeeping department managers may not have strict requirements on employees' courtesy, etiquette, appearance and appearance at this time. However, as the opening approaches, they should Start paying attention to these issues, especially reminding employees to speak softly, act softly, and walk softly. Cultivating employees' good habits is the key to doing a good job in guest rooms, and cultivating employees' habits during the opening period will have a great impact on future work. 2. Establish a formal communication system. Departments should start to establish internal meeting systems, handover systems, and start using forms; so that communication between departments and within departments can gradually get on the right track. 3. Pay attention to the cleaning of the backstage and the maintenance of equipment and furniture. Various cleaning and maintenance plans should be implemented gradually rather than waiting for problems to become serious. (9) Pay attention to the training on the use of vacuum cleaners. When doing infrastructure cleaning and sanitation, there will be a lot of garbage. Many employees may not understand the precautions for using vacuum cleaners, or to save trouble, they will use vacuum cleaners to suck up large garbage and sharp objects. Some even Sucking wet garbage will damage the vacuum cleaner to varying degrees. In addition, the daily vacuuming volume during the opening period is much larger than usual, and the garbage in the dust bag needs to be cleaned in time, otherwise it will affect the vacuuming effect and may even damage the motor. Therefore, housekeeping staff should pay attention to training employees on the use of vacuum cleaners and provide on-site supervision. (10) Ensure the provision of sufficient and qualified guest rooms. Most domestic hotels are always opening in a hurry, and most of the guest rooms that are snatched up have certain problems. A common problem is that the front office has assigned the required room number, but during the inspection, the administrative housekeeper discovers that the requested guest room has problems that cannot be solved at the moment, and there is no time to change the room. , so that it affects the quality of the guest rooms and guest satisfaction. Experienced housekeeping managers will take the initiative to maintain close contact with the front office manager, and proactively prepare the required guest rooms based on the requirements of the front office and the current status of hotel guest rooms. (11) Prepare manual emergency forms while using computers. Due to various reasons, many hotels cannot provide timely and effective training to departments using computers before they open, which in turn affects the normal operation of the hotel. For this reason, it is necessary for the housekeeping department to prepare manual emergency forms. (12) Strengthen safety awareness training to prevent various accidents. Room managers must pay special attention to fire hazards and report promptly if construction units use open flames on floors. In addition, it is necessary to enhance the awareness of anti-theft and avoid the situation where service personnel are overly enthusiastic and open the door for others casually. (13) Strengthen training on the precautions for the use of guest room facilities and equipment. One of the common problems in many hotels at the beginning is that the waiters do not fully understand the use of guest room facilities and equipment, and cannot provide correct guidance and help to guests. This has brought some inconvenience to guests, such as the use of in-room surf bathtubs and multi-functional flush toilets.