How to better manage the hotel room department?

Hello~ Let me talk about the questions you asked first~ The first is management, and the second is that this management is aimed at the hotel room department~ The following is my humble opinion, I hope it can be helpful to you~ First , how to be a good manager~ First, you must do a good job in personnel matters. First of all, you must deal with your relationship with everyone. A qualified manager must be able to harmonize the collective. Observe in detail the psychological dynamics and daily habits of all team members! Second, be strict with yourself when doing things. I have never seen a person who is not strict with himself but is respected by managers. How can a person who is not respected by others or has no authority manage an excellent team! Third, think twice before you act. Please consider everyone's psychological state when speaking, and be sure to learn to speak! This does not mean just being able to speak. . All of us except those with congenital deficiencies. What I mean here is the art of speaking! Fourth, be humble. No one dislikes humble and studious people, but please pay attention to how you are humble, so as not to be too humble, which will lead to the opposite! ! ! Fifth, pay attention to your own learning qualities in all aspects! Although I have no learning ability, I can manage my own team well, but when information spreads crazily today, if I don’t study, how can I make my team members recognize me and respect me? How can I establish prestige! ! Second, the guest room department in the hotel~ Here are the general management procedures of the hotel guest room department~ 1. Guest greeting procedure program standard Understand the guest situation 1. According to the notice from the front desk, understand the guest situation in as much detail as possible; 2. Do To "seven knowledge, three understanding": know the reception unit, number of people, nationality, identity, life characteristics, reception standards, and health status; understand the guest's arrival (departure) time, understand the car, boat, flight time, understand the guest's religious beliefs . Arrange the room according to the guest's religious beliefs, life characteristics, standards and specifications (should check whether the guest room layout complies with the standards) Floor welcome 1. Welcome service: greet the guest at the elevator entrance, lead the guest into the room, and serve welcome tea , introduce room facilities and services, etc.; 2. Luggage distribution: Assist the porter to distribute guest luggage (group) to each room. 2. Wake-up service procedures Standard procedures When receiving a wake-up call from a guest: 1. Answer the call within three rings; 2. Greet the guest and report your job name according to standard procedures; 3. Ask for the room number, name and wake-up time; 4. Repeat the guest's wake-up request, and after receiving the guest's confirmation, wish you a good night; inform the switchboard of the wake-up request, tell the other party the wake-up request, and ask the other party to confirm. Fill in the wake-up record. Fill in the guest's room number, name, wake-up time and notify relevant personnel. If there is no answer to the wake-up call, ask the floor attendant to knock on the door to wake you up.

3. Guest laundry service procedures Standard procedures for collecting guest laundry 1. The laundry handed over by the guest or the laundry collected by the room attendants and cleaners from the room must have a laundry list filled in and signed by the guest; 2. If the guest fails to explain, If the laundry list is not filled out in the laundry bag, it cannot be handed over to the laundry room for washing, and the guest's opinion must be sought before handling; 3. Guest clothes handed over for washing should be carefully inspected to see if they are damaged and whether there are any items left by the guests in the pocket. ; 4. According to the laundry list filled in by the guest, check whether the guest's name, room number, date, name of clothing, and number of pieces match; 5. Understand what type of laundry it is; 6. Hand in the laundry room according to the time specified by the hotel; 7. If you wash express mail , should notify the laundry room as soon as possible; 8. Guest clothes with special requirements should be noted on the laundry list; 9. Fill in the laundry collection record, and send the laundry list to the front desk as soon as possible for account; Return guest clothes 1. Laundry When the guest clothes are returned to the room, they should be counted one by one according to the laundry list (clothes that cannot be folded need to be hung on hangers) 2. Check the washing quality: whether the clothes are damaged, shrunk, faded, etc.; 3. Send the guest clothes in Please check and accept the room, and say goodbye to the guest after the inventory is completed; 4. If the guest is not in the room, he should enter the room according to the procedures, put the clothes on the bed or hang them in the closet (open the closet door); Note: When the guest complains When performing laundry services, you should report it to your superiors, find out the cause, and handle it properly; 4. Procedure standards for handling items left by guests. When items left by guests are found, report them promptly 1. Within the guest room, no matter where the items left by the guests are found, they must be Hand it over to the service center as soon as possible; 2. If the waiter finds items left behind by the guest when checking the room, he should contact the front desk in time and return the items to the guest; if the guest has left, he should hand them over to the floor foreman in time; 3. Service center attendant When receiving items left by guests, they should be recorded on the "Registration Form of Items Left Behind by Guests", indicating the date, room number, location where it was found, the name of the item, the name of the person who found the item and the team; Category 1. Valuable items: jewelry, credit cards , check, cash, camera, watch, business information, ID card, return permit, passport, etc.; 2. Non-valuable items: glasses, daily necessities, etc.; Storage 1. All leftover items must be kept in the lost property locker; 2. . Valuable items and non-valuable items should be stored separately, and valuable items should be managed by dedicated personnel; 3. The storage time of valuable items is one and a half years, the retention time of non-valuable items is half a year, and the retention time of opened food, drinks and medicines is three days; 4. Items that have exceeded the retention period will be handled by the room manager in conjunction with the relevant departments; Claim 1. Claim method: A. Claim directly; B. Ask someone to claim it on your behalf; 2. Ask the relevant questions clearly, and after they are correct, ask the claimant to sign, and Leave your contact number and address. 5. Standard distribution of minibar service procedures 1. The minibar in the room is managed by the floor foreman, and the drinks are collected at the service center; 2. The foreman collects the specified varieties and quantities, and places them as required; 3. Fill in the wine collection registration and product name , the quantity should be consistent, and the time of issuance and the issuer should be indicated; Supplementary 1. The service team will replenish the guest's consumption order according to the day, and check the quality and shelf life of the wine; 2. Submit the guest's consumption order to the service center; 3. Residents Drinks consumed in the room must be signed and confirmed by the guest before replenishment; Inspection 1. The foreman will inspect and register the items in the minibar item by item during the room inspection; 2. The service team will inspect the guest room three times a day; 3. When the guest leaves When in the store, the service team will enter the room as soon as possible to check the alcohol consumption and report to the service center in time. 6. Preparation for standard procedures for guest farewell service 1. Understand the guest’s departure time, and ask whether the guest needs wake-up service and dining in the room; 2. If the guest leaves the hotel the next day, the group room must arrange a bellman according to the amount of luggage. ; 3. Check whether the guest's clothing, various bills and various entrusted matters have been handled properly; 4. Before the guest leaves, the waiter should use the opportunity of room service to check whether various items and equipment are damaged or missing; 5. Before leaving, you should take the initiative to solicit the guests' opinions; take the initiative to press the elevator button for the guests, take the initiative to carry the luggage, take the initiative to help the elderly and the weak, and send them to the elevator entrance, and give farewell wishes.

Inspection 1. Check whether there are any items left behind by the guests; 2. Check whether the room facilities and equipment are damaged and whether there are any consumption items; 7. Extra bed service procedures. Standard extra bed 1. After receiving the notice of extra bed, the service will be provided immediately. It is usually completed when the guest has not checked in; 2. After the front desk notifies the service center, the room number of the extra bed must be recorded in the room report in a timely manner; 3. The service center notifies the foreman or desk clerk for the extra bed service; 4. Check for backup Check whether the bed is damaged, wipe it clean, and make the bed after pushing it into the room; 5. After adding an extra bed, you need to increase the number of relevant low-consumables and spare parts in the room; Notes 1. If you want to check out the bed early for an extended stay, you need to check in the "room" Please indicate "check out" on the report and notify the front desk; 2. After checking out, the bed should be put away as soon as possible and the spare pillows, quilts, etc. should be folded neatly and returned to their original positions after checking that there are no problems. 8. Shoe Shine Service Procedure Standards Receiving Requirements 1. After receiving the request from the guest, you should go to the guest room to collect the shoe shine basket in time; 2. When patrolling the corridor, if you find the shoe shine basket in front of the guest room, you should get it immediately Wipe the work room; Shine shoes as required 1. Number the shoe basket and write the guest's room number on a note and put it in the shoe basket or use chalk to mark the room number on the sole of the shoe to prevent confusion; 2. Place the shoes In the workshop or service center, shine shoes according to the procedures, and be careful to avoid mixing colors and getting shoe polish on the soles; Return 1. Generally, the polished shoes should be sent to the guest's room after half an hour or within two hours; 2 . For guests who request special time, the shoes should be returned in time; 3. If the guest is not in the room when returning, the polished leather shoes should be placed beside the luggage cabinet; 9. Standard reception procedures for deluxe suites and key rooms Guest preparation 1. After receiving the housing notice, it is necessary to understand the guest’s nationality, arrival time, number of people, gender, identity, reception unit, etc.; 2. Arrange the room according to the guest’s requirements, and check whether the room facilities and equipment are intact, and various switches , buttons, lighting, and speakers are in good condition, and whether various items are placed neatly and appropriately; 3. Place bar drinks and alcohol according to regulations; 4. Place fruits (fruit baskets, hand wash basins, fruit knives, fruit knives, fruit baskets, etc.) Forks, mouth cloths, etc.), flowers, turn down gifts, and place the general manager’s business card and welcome card; 5. Before the guests arrive, they should also check whether the room temperature is appropriate (adjust according to the season), and wait until the guests arrive. Adjust according to the guest's requirements; Greet the guest 1. When the guest arrives, the floor supervisor and waiter should go to the elevator to greet the guest. When the guest steps out of the elevator, welcome the guest in English or Mandarin. If the guest's position is known, address the guest by his position to make the guest feel friendly. ; 2. When leading guests into the room, introduce the guest room in a smooth and generous manner, so that the guests are familiar with the room and feel at home; 3. Send hot towels and welcome tea as soon as possible; 4. The waiter must leave the room as soon as possible so as not to disturb the guests' rest. , before leaving the room, say "Please have a rest. If you have anything, please call XX." Guest service 1. Serve guests thoughtfully and proactively. 2. The guest leaves the room once and stays once (standard: it is required to restore the condition when the guest entered the room, but the items placed by the guest are not allowed to be moved). 3. A dedicated person must be responsible for the laundry and ironing of guests’ clothes. 4. Telegrams, letters and items sent to guests should be delivered on pallets. 5. Record the guest’s check-in date. Guests leaving the hotel 1. When leaving the hotel, the floor supervisor and waiter should be present to see the guest off and give farewell wishes. 2. When guests leave the hotel, count their alcohol consumption and report it to the front desk for checkout. 3. Check whether there are any items left in the room, return them in time, and keep records. 10. Standard service procedures for renting supplies to guests Upon receipt of notification 1. Answer the phone within three rings according to the standard; 2. Carefully inquire about the name, requirements and rental time of the rental supplies; Send supplies to the room 1. Pick up the rental at the service center supplies; 2. Deliver the supplies to the guest's room quickly or at the time agreed by the guest, explain the precautions to the guest, and ask the guest to sign the "Rental Supplies Registration Form"; record it in detail on the handover record for the next shift of waiters Continue the service; Return 1. When the guest leaves the hotel, special check should be made to see if the guest has rented supplies and whether they have been returned; 2. When the guest returns the supplies, the waiter should make detailed records; 3. Return the supplies to the service center in a timely manner