What housekeeping service processes do hotel housekeeping meetings usually talk about?

Laundry service The hotel provides laundry service for guests. Guests fill in the laundry form first, write down the room number, the number of clothes and sign it.

In order to prevent guests from making mistakes in laundry, the floor foreman personally goes to the area under his jurisdiction to collect the guests' clothes before ten o'clock every morning, and then sends them to the linen room for handover and delivery. Pay attention to whether the room number and guest's signature are filled in the laundry list. If the guest doesn't fill in the laundry room.

List, inform the front desk to contact the guest to determine whether to wash clothes, if not, leave a message to the guest explaining why the clothes could not be sent to the laundry).

At about 6 pm, the guest's clothes will be sent back to the room by the foreman on duty on the floor. When sending laundry, please store the laundry in the "Do Not Disturb" room first.

In the guest room office, the waiter calls the guests to deliver clothes. If the guest doesn't call, hand over the class to the next one for follow-up. If the clothes are delivered by express delivery, it is required to call the guests actively to inform them that the clothes have been returned.

If the guest asks for laundry after ten o'clock in the morning, it will be regarded as the next day and returned the next morning; If the guest requests to send it back on the same day, express delivery service is required, and the cost is 50% more. After the guest agrees, on the laundry list

Indicate the courier service on the website and inform the linen room.

Pay special attention when returning the guest's clothes to the guest, and make sure that the guest's clothes can only be delivered, because some guests temporarily change rooms or suddenly check out, and another guest will check in immediately, so they must do a good job of handover.

On the other hand, some guests leave some clothes to be washed after checking out. After washing, let them store them in the linen room and pick them up when they check in next time. Ask the next guest to charge the laundry bill to his room account after checking in.

Before sending the clothes to the guest room.

Guest loan scheme (extra items

Guest)

Housekeeping department provides iron, ironing board and multi-purpose socket for guests to borrow;

After receiving the notice, the waiter will go to the workshop to get supplies first, and then the foreman will

Fill in the guest lending list and record it in the lending register; waiter

Send the IOU to the guest's room and ask the guest to sign the IOU form; Then continue to work.

Make a note on the form and let the next class know.

4. If the guest returns the property, it should be indicated in the lending register.

Rollaway service (rollaway)

If guests need extra bed service, they should go through the front desk first, because there is a charge;

After receiving the notice from the front desk, inform the floor attendant to add extra beds to the guests;

After the waiter adds an extra bed to the guest, he should add a set of guest supplies, such as towels.

And register on the worksheet;

After the guest checks out, take the extra bed back to the workshop. If the guest doesn't check out but asks to stop.

Stop the rollaway service. After the waiter removes the folding bed, inform the foreman and the front desk.

and

Register on the worksheet;

The waiter can't directly accept the instructions of the guest's extra bed service, and must go through the front desk.

Denial of service

Turn-on service means trying not to call from 6 pm to 9 pm.

In the case of disturbing guests, the second service provided for guests is also called small at night.

Tidy up.

If there is a "Do Not Disturb" sign in the room, please don't knock at the door to avoid disturbing the guests.

Take notes on the worksheet;

Knock on the door according to the "knocking procedure" and call "housekeeper, turn"

Down service, room attendant, bed opening service ". If tourists drive,

Door, explain the purpose, if the guest agrees, it can be used as a bed opening service, otherwise quit.

Ask the guests when they can come again, or tell them if they need bed service.

Call the front desk.

If the guest refuses the service, he can not do the bed opening service and record it on the work order.

And write down the time;

If the guest is not here, you can start the bed according to the normal procedure;

If the guest has finished eating, please inform the room service department to clear the plate;

Empty the ashtray, clean the desktop and trash can;

Start the bed as follows:

Single room, two beds, open the bed near the phone;

Double room, two beds, two beds;

Double room, one big bed, open on both sides;

Single room, one big bed, next to the telephone.

Fold the bedspread and open the bed according to the specifications;

Put the breakfast card on the bedside table and the evening paper neatly on the desktop;

Close the curtains and ensure that the curtains are closed tightly;

Turn on the bedside lamp, according to the position of the bed;

Open the slipper envelope and put it in a suitable position in front of the bed;

Check the bathroom. If the guest has used it, clean it up. The towels in the VIP room have been used.

Be replaced;

Lay a towel next to the bathtub and move the shower curtain into the bathtub;

Scan the whole room before leaving the room to see if there is anything left.

Housekeeping lost and found procedure (lost and found)

Discover)

The waiter found the guest's belongings in the check-out room and called immediately.

Know the front desk. If the guests don't need it, they can do it themselves, but they should indicate it on the worksheet.

The name of the employee who gives instructions at the front desk; If the front desk arranges for the bellboy to come up and pick up the luggage,

The bellboy should indicate on the waiter's workbench that this relic has been taken away for use.

Chinese signature; If the guest doesn't pick it up before the front desk staff gets off work, the front desk staff will

Need to arrange for the bellboy to hand it over to the guest room office for legacy treatment;

If it is not found in time, and the guest's belongings are not contacted at the front desk, the waiter

They should be handed over to the foreman in time, stored in the remaining lockers in the guest room office and stored in

Fill in the left-behind items carefully, and record the date, time, place and name of the left-behind items in detail, as well as the name of the finder, room number and last name of the guest who left the store.

Name etc;

Pick up the things left by the guests in the public area and give them to the guest room office for departure.

Leave the items to be disposed of, fill in the lost and found book, and notify the assistant manager of the lobby;

Employees are not allowed to take the lost property of the guests as their own, otherwise it will be treated as theft;

When the guest comes back to collect the lost property, he must hold a valid certificate and confirm his identity.

If it can be received on its behalf, the recipient loses his authorization and valid certificate; When you collect it, you must

Carefully fill in and sign the remaining items in this book;

All left-over items are stored in housekeeping for three months, and the storage period of valuables is from

The room manager depends on the value of the goods. Legacy that has not been recovered after maturity

Goods shall be registered and reported by the foreman.

Knock on the door

Knock on the door)

One,

1. Pay attention to whether the guest hangs a "Do Not Disturb" sign or lights up before knocking.

You can knock at the door.

Second,

Ring the doorbell three times to see if the room responds;

Knock again, if there is no response, open the door with the key and enter the room, and say

"room attendant";

Make sure the guest is not in the room, open all the doors to make room.

Third,

Ring the doorbell three times to see if the room responds;

Knock again, if there is no response, open the door with the key and enter the room, and say

"room attendant";

If the guest leaves the room, say hello to the guest and explain his purpose; If the guest answers.

Should, can do the room, or exit the room;

If you find a guest sleeping in the bathroom or bed, leave the room gently and close it.

Door, and then call the room service center to tell the waiter about it;

If it is locked, gently close the door and leave.

Fourth,

Ring the doorbell three times to see if the room responds;

If the guest responds, the waiter says "room attendant"; After the guest opens the door, the waiter greets the guest and explains his purpose, such as the guest.

Promise to make a room, or leave the room and ask the guest when to come again;

If the guest refuses to serve, record it on the work order and record the time.

Mini-bar operating program

First of all, it is required to memorize various items in the mini-bar;

The mini-bar in every room has the same requirements. If it changes,

But also under the unified arrangement;

Every vacant room requires guests to have all the items in the mini-bar before checking in.

Yes If the check-out guest consumes the MINIBAR, it will be reported by the waiter.

If the mini-bar is consumed in the guest room, the cashier at the front desk will serve you.

The clerk opens the mini-bar bill himself, and then the waiter uses the mini-bar.

Charge documents collect items from the housekeeping department as a supplement;

If the guest hangs a "Do Not Disturb" sign when replenishing in the mini-bar, it will be after work.

If it can be completed, it will be handed over to the middle shift and recorded on the worksheet; if

If the middle shift is not completed, it will be returned to the housekeeping department and transferred to the morning shift, the middle shift and the next day.

Make records on the morning shift worksheet;

I often check and clean the mini-bar and find it missing in the empty room.

The damage of mini-bar articles or mini-bar articles shall be reported in time, and

Conduct an investigation;

When you meet a room that needs big maintenance, you should take out the whole mini-bar for safekeeping. If a group asks to withdraw the mini-bar, you should do the same.

The items in the mini-bar are collected three months before the expiration date, and the housekeeping department is responsible for returning them to the purchase place for replacement.